Complaint Investigation Report

S1 failed to read the statement/letter correctly and informed R1 that they owed them and additional $8.00 because the bank was charging S1. LPA Canela interviewed staff S2 on 4/8/2022 who corroborated to LPA, S1 requested and told R1 they owed them the $8.00 the bank was charging them. S2 also disclosed to LPA they too asked R1, if they would be paying S1 the $8.00. It was also disclosed R1 eventually gave S1 an additional $10.00 but S1 returned the money to R1. On facility visit of 4/8/2022, LPA Canela confirmed with facility Administrator, Cecilia Ganzon, residents pay a flat rate fee of $30.00 for transportation. Based on incomplete information in the admission agreement, the above allegation is found to be SUBSTANTIATED.

The preponderance of evidence standard has been met, therefore the above allegation, resident asked to pay more money for services already covered in admission agreement is SUBSTANTIATED. California Code of Regulations, (Title 22, Division 6, Chapter 8), is being cited on the attached LIC 9099D. Appeal Rights Given.

Failure to correct the deficiency and/or repeat deficiencies within a 12-month period may result in civil penalties.