Complaint Investigation Report

Allegation: Staff did not provide responsible party with a refund.

This complaint is alleging that staff charged (R8) for services not rendered and that the facility owes between $10,000.00 and $20,000.00 to (R8’s) responsible party. On 04/23/2025 between 10:39AM – 02:00PM the department interviewed Staff #1 -#4 (S1–S4). Out of those interviewed, 4 out of 4 staff denied the allegation. On 09/18/2025 between 09:10AM – 04:50PM the department interviewed Residents #1 - #7 (R1–R7). On 09/18/2025 between 09:10AM – 04:50PM an attempt was made to interview Resident #8 (R8), but R8 could not be interviewed because according to the Special Incident Report (SIR) Death Report dated 03/22/2025, provided by Ivy Park at Playa Vista, obtained and reviewed by the department, R8 was admitted to Cedars Sanai Hospital Marina Del Rey on 03/14/2025 at 08:40PM and passed away on 03/21/2025 at approximately 05:30AM. Out of those interviewed, 7 out of 8 residents denied the allegation. On 11/20/2025 between 08:20AM – 03:30PM the department interviewed the Administrator (A1) and asked the Administrator if R8 was due and provided a refund? A1 responded yes and stated they were provided with a prorated credit of $3,270.30 per their Admission Agreement because R8 passed away. A review of records obtained from the facility showed that $3,270.30 was credited to his billing and is reflected on the Resident Charges/Payment Ledger documentation covering 01/01/2024 to 04/16/2025. The department reviewed the regulation on service charges contained in the Admission Agreement in Section 9 which states that the resident R8 shall remain liable for the monthly fees until the apartment is vacated, and all property is removed from Ivy Park at Playa Vista and that a prorated refund shall be paid to you or your Responsible Party for any prorated unused portion of your final monthly fee payment. The department has determined that R8 received credit for a prorated amount according to the Resident Agreement and was not owed any refund.