Complaint Investigation Report

Regarding the allegation, interviews with staff reported that the elevators have had intermittent issues historically and were repaired as problems occurred. Staff stated that when an elevator was unexpectedly out of service beginning in May 2026, an elevator vendor was contacted, parts were ordered, and notifications were provided to residents and families. Staff stated that residents who wished to relocate were offered temporary rooms, and accommodations such as wellness checks, personal assistance, meal delivery, mail delivery, and transportation support were provided. Staff stated the elevator was restored to service once repairs were completed and cleared by the appropriate inspector.

Interviews with residents reported that the elevator outage lasted several weeks and caused inconveniences. Residents stated the facility offered relocation options, provided meal delivery and mail, and communicated updates through written notices and meetings. Some residents expressed frustration with the duration of repairs and the impact on daily routines, but also stated that staff were helpful and attentive during the outage.

Review of elevator permits showed valid certification for operation. Review of inspection and maintenance invoices from the elevator service company indicated regular quarterly maintenance and identified items requiring repair, including electrical and mechanical components. Review of repair proposals showed scheduled replacement of aging parts, including generators and other components. Review of facility notifications confirmed written communication to residents regarding elevator outages, expected timelines, available accommodations, and updates on repair progress.

During a facility tour, LPA observed elevators in the affected buildings to be operational. LPA also observed the availability of a stair-assist chair for mobility support.

Based on interviews, observations and records review, the preponderance of evidence standard has not been met, therefore the above allegation is found to be unsubstantiated. An exit interview was conducted with Executive Director Marivel Johnson and a copy of this report, along with Licensee/Appeal Rights (LIC 9058 01/16), were provided. Their signature confirms receipts of these documents.