Complaint Investigation Report

The allegation of “Staff did not provide a refund.” Alleges that the facility did not provide a refund of the pre-admission/Community fee to a prospective resident after the resident rescinded their contract and did not take possession of the room in the facility. LPA reviewed the Residence and Services Agreement (RSA) for Resident #1 (R1). LPA observed the RSA to be signed by R1 on 04/28/2026. The RSA stated that financial responsibility for the unit began on 04/30/2026. LPA observed pages five (5) and six (6) to contain a section which outlined the fees that are charged which included but were not limited to the community fee and monthly fee. LPA observed that R1 was charged a community fee of $7,500 prior to admission into the facility. LPA reviewed an email dated 05/19/2026 from R1’s responsible party sent on behalf of R1 to the acting Executive Director at the time Caroline Frangieh which stated that they were providing a 30-day notice to vacate the unit. LPA reviewed R1’s RSA and observed a section which stated “At the time that You sign this Agreement, You will have paid to The Ridge a Community Fee of $7,500.00 dollars. $500 of the Community Fee is to cover the cost of performing the pre-admission assessment, and the remainder of the fee is used to maintain the common areas and furnishings of the community…This Community Fee is partially refundable, on a prorated basis, for three (3) months following the date You sign this Agreement….If You leave The Ridge during the first (1st) month, You will receive a refund of 80% of the Community Fee (minus the $500 for the assessment).” LPA interviewed BOD who confirmed that either the acting Executive Director or the BOD would be the staff member responsible for issuing a refund. BOD confirmed that no refund for the community fee had been paid to R1 due to an ongoing dispute regarding payment of the monthly fee. Based on the information obtained during record review and interviews there is sufficient evidence to support the allegation of “Staff did not provide a refund.” Therefore, the allegation is deemed Substantiated at this time.

The following deficiency was cited (refer to LIC 9099D). A copy of the report was printed, appeal rights were provided, and exit interview was conducted.