Complaint Investigation Report

On 02/28/2022, licensee (LNS) Helen Ng stated that a refund was offered on 2/20/22; however applicant's responsible party refused to pick up the refund check citing a discrepancy in the refund amount. Based on the review of documents, admission agreement(AD) was signed on 2/6/22 with a move in date of 2/15/22. Applicant's furniture were moved in on 2/6/22; however applicant decided not to move in on 2/15/22 and removed the furniture on 2/21/22. The review of the agreement policy noted processing fee of $200 charged if AD signed but did not move in all deposit made to secure the room prior to admission are non-refundable. Applicant put down a deposit of $1000 and processing fee of $200. Per Title 22 Section 87507(g)(5)(E)(2)(a) A refund of at least 80% of the pre-admission fee in excess of $500 shall be provided if the applicant does not enter the facility after a pre-admission appraisal is conducted or the resident leaves the facility for any reason during the first month of residency. Thus the department would recommend the 80% of $1000 deposit be refunded. Facility can charge for the time when the furniture was in the facility as the room was held for the applicant.

The Department has investigated the above allegation. Based on interviews conducted and records reviewed, the Department found that the above allegation is UNSUBSTANTIATED. An unsubstantiated finding indicates that although the allegation may have happened or is valid, there is not a preponderance of evidence to prove that the allegations did or did not occur.

Exit interview conducted with ADM. A copy of this report was provided for signature. A copy of this report was emailed to ADM.