Complaint Investigation Report

Allegation: Resident's invoice statement is not correct

The allegation alleges that a resident pays their rent every month even when the rent goes up, and they are unsure how they owe a certain amount.

During record review, LPA received and reviewed R1’s Resident Detail (Summary) Ledger from July 2021 through November 2023. LPA observed a charge of $72 in March 2023 and a charge of $156 in April 2023 for room service. On the Ledger, LPA observed the charge was rolled over every month there after as an unpaid balance. During an interview with resident R1, LPA asked if they were informed of what the additional charge was for, they stated some months back they were informed by management their meals would be delivered to their room. R1 stated they were not informed of the reason it was going to be delivered when R1 usually would go to the kitchen at 3:30pm and get both lunch and dinner and would take it back to their room. R1 stated they did not agree to being charged for the tray delivery service and accepted the service per their request. Additionally in the interview R1 stated they met with the new administrator on 10/18/34 regarding the charge and told them they were not going to pay for something they did not request. R1 stated the issue was resolved and they removed the charges on 10/18/23. During interviews with Residents R1-R11, LPA asked if they had any issues with their monthly billing statement, nine (9) out of eleven (11), stated they have had no issues with their monthly billing statement. During an interview with S1, LPA asked if they knew the reason why R1 was provided with tray service, S1 stated they did not know the reason why R1 was provided with tray service due to S1 was not working at the facility during that time. During interviews with Staff S1-S8, were asked what monthly rate residents are charged, eight (8) out of eight (8)