complaint·January 26, 2026

(PAGE 2) Report continued from LIC 9099... During today's visit LPA and ED briefly toured the physical plant areas inside and outside to ensure there are no immediate health and safety hazards, and facility is in compliance with Title 22 Regulations. On the allegation, Staff did not issue a refund to the resident's authorized representative in a timely manner, it is the concern of the Reporting Party (RP) that R1’s AR did not receive the refund check within the required 15 days after the room was vacated. To investigate this complaint, LPA conducted in person interviews, telephonic interviews, file and record review and obtained copies of pertinent documentation relevant to the investigation. Interviews with AR revealed that R1’s belongings were fully vacated on 10/17/2025. As of 12/22/2025, AR reported that they had not received the refund check. It was noted that AR and the ED corresponded via email regarding the status of the refund; however, AR stated that they received the same explanation for the past month without resolution. AR expressed dissatisfaction with the length of time taken to resolve the matter. Additionally, AR noted that the facility handbook states refunds will be issued within 30 days, while the Health and Safety Code requires refunds to be issued within 15 days. Neither timeline was met. On 01/20/2026 at 2:14 p.m. AR stated they received the refund check on 12/27/2025. Interviews with the ED revealed that R1 passed away on 10/07/2025 and the room was fully vacated on 10/17/2025. During the move-out walk through, extensive damage beyond normal wear and tear was discovered. The repairs included damage to the pony wall, refrigerator, walls throughout the apartment, and counter tops, which the AR acknowledged and confirmed awareness of. The ED explained that the repairs required a third-party vendor, contributing to the delay in issuing the refund. They stated that they did not want to issue a refund prematurely and risk additional charges surfacing later. An estimated time frame of 30–60 days was provided to AR. The ED clarified that families are responsible for costs associated with damages beyond normal wear and tear, and refunds are only issued once all charges are finalized. Additionally, the ED noted that checks are not processed in-house, which further contributed to the delay. On 12/15/2025, the ED emailed AR confirming that all repairs had been completed and they were waiting for the refund check. The ED acknowledged the delay and noted the “gray area” between facility contractual refund timelines and regulatory requirements, emphasizing the importance of consulting their legal department to ensure compliance moving forward. Report continued on LIC 9099-C PAGE 3... (PAGE 3) Report continued from LIC 9099-C page 2... On 01/20/2026, the ED stated that the refund was mailed and delivered to AR on 12/27/2025. They added that this was a very specific case and confirmed that they have consulted with their legal department to ensure compliance with refund timelines in the future. Records review revealed that R1 moved into the facility on 04/04/2021 and passed away on 10/07/2025. Email correspondence between the Executive Director (ED) and AR indicated that on 10/16/2025, AR confirmed the apartment would be vacated on 10/17/2025. On 10/27/2025, ED noted that repairs and cleaning were ongoing and that AR would be informed once completed. On 12/15/2025, ED communicated that they wanted to ensure everything was accurate and completed before following up, and confirmed that all damage had been repaired. AR responded expressing dissatisfaction with the timeframe, citing the facility handbook policy of 30 days and the regulatory standard of 15 days. On 12/18/2025, ED stated they were awaiting the refund check, as checks are not processed in-house, and assured AR they would provide updates accordingly. Based on information gathered during the course of the investigation, and interviews there is sufficient evidence to support the allegation occurred. Therefore, the allegation of Staff did not issue a refund to the resident's authorized representative in a timely manner is deemed SUBSTANTIATED at this time. Pursuant to Title 22, California Code of Regulations and/or CA Health and Safety Code, the following deficiency was cited (refer to LIC 9099-D.) Administrator was informed that failure to correct the deficiency may result in civil penalties. Exit interview conducted, appeal rights discussed, and a copy of this report and appeal rights were provided.