Complaint Investigation Report

It is being alleged facility staff did not issue a proper refund to resident following the resident not moving into the facility. On09/15/23 LPA interviewed Executive director (ED) Matthew Ryan regarding the above allegation, (ED) denied the allegation above. Per ED the refund policy is on the residency agreement and refunds are provided depending on the time a resident is at the facility and if a notice is provided. ED continued to report that business manager process refund on “real page” and will inform the family if a refund is owed and the refund will be issued in 30 days, if the family owes the facility money the facility the family will be made aware that they will be place on a collection if a payment is not obtained. Per ED, no refund has been denied. On 09/15/23 LPA interviewed S1-S5, 4 of the 5 staff interviewed reported not having any knowledge of a refund policy. 1 out of the 5 staff interviewed reported that if a resident decides to leave the facility between the first 30 days a community fee will be returned, every 30 days refund amount goes down. 1 out of 5 staff continues to state that refunds are mailed, can be picked up, sent electronically, or can be sent expediated, staff also reports no refund has been denied.

On 09/25/23 LPA interviewed Former Executive Director (W1) regarding the above allegation. Per W1, shortly after R1 signed the admission agreement R1 changed R1s mind about moving in and a check was returned to R1. W1 continued to state R1 returned to facility shortly after and wanted to move in, R1was asked for a deposit to move forward as R1 was very indecisive. W1 states R1 moved some belongings into the apartment and once again shortly after decided not to move in without any notice. W1 states R1 was informed that the facility did not wish to move forward with R1 as a resident and that at this point R1 owed the facility for the 1 st 30 days which was pulled from the deposit. W1 reports not being aware if R1 obtained refund as W1 stopped working at the facility shortly after.

On 09/15/23 LPA reviewed residency and service agreement, which is signed by R1 but not dated, only one signature from the Former Executive Director was observed. Move in date on invoice is dated