Complaint Investigation Report

The ED stated that R1 had been paying below the current market rate of $2,300 per month and had a long pattern of late or inconsistent payments. The ED stated the facility had been working with R1 for several months to help them address the unpaid balance and had waived several late fees to assist them. The ED explained that once an eviction matter is sent to the facility’s legal team, the process usually takes three to four months, and residents are not required to leave immediately. The ED reported that the facility does not accept cash payments and uses an online payment portal. According to the ED, the portal would be reset so R1 could resume making payments electronically. The ED stated that R1 had been provided with a detailed invoice with a breakdown of charges in the past and that the facility would provide another copy.

The Department interviewed R1 in their room. R1 reported that they had recently returned from multiple hospital stays throughout the year due to ongoing medical issues, including surgeries on their knee and foot. R1 said they pay rent on the second Wednesday of each month using their Social Security income, which is their only source of income. R1 stated they originally signed an admission agreement with the facility’s previous owner but never signed a new admission agreement with the current owner. According to R1, in November 2025 they were told they owed $6,400 in past-due rent, but they did not receive a detailed explanation of how the amount was calculated at that time. R1 stated they had difficulty reaching administrative staff for clarification and said a staff member handed them a 30‑day eviction notice without answering any questions. R1 said they had $4,600 available to pay toward their balance but were unable to access the online payment portal, and they were told they could only pay in cash. R1 did not feel comfortable making a large cash payment and wanted clearer information. R1 also stated they were searching for another senior living option with support from their daughter because they felt they could no longer afford the facility’s rates and needed more time to relocate.

The Department reviewed facility payment ledgers and invoices dated October 31, 2024 through May 1, 2026. The records showed R1 accumulated a significant outstanding balance beginning in late 2024 due to late or incomplete payments. According to the ledger, the current balance due as of May 1, 2026 is $20,200.00 . The Department confirmed that the last payment R1 made was $2,100.00 on October 10, 2025 . R1 has not made any payments for rent due from November 1, 2025 through the date of the Department’s review. The Department also reviewed R1’s admission agreement dated November 27, 2020, which listed R1’s monthly rate as $1,495 under the previous operator. On November 19, 2025, the Department received a written copy of a 30 ay eviction notice dated November 13, 2025.