Complaint Investigation Report

LPA Conway conducted an initial complaint visit on 08/27/2024. During that visit, LPA conducted a tour of the physical plant, obtained copy of the resident and staff roster and obtained pertinent information relevant to the investigation. LPA also conducted staff interviews at 11:05 A.M, and 1:15 P.M. At 12:53 P.M., LPA interviewed Administrator via phone. Furthermore, LPA interviewed Reporting Party (RP) on 08/26/2024, 09/17/2024 and on 09/19/2024. Throughout the course of the investigation, LPA reviewed all documents obtained and conducted telephonic interviews with additional credible witnesses and other relevant parties. The following was then determined:

The complaint alleges that staff did not refund overpaid rent, as there was an unauthorized electronic money transfer from Resident #1 (R1) account after they had moved out of the facility.

During the investigation, it was confirmed that on 07/01/2024, an unauthorized electronic money transfer of twenty-four hundred dollars ($2,400) was deducted from Resident’s #1 (R1’s) account by the facility, despite R1 being moved out and their personal belongings removed at the end of 06/2024. The resident’s responsible party (RP) explained that the electronic transfer of money occurred before auto-pay was canceled. Furthermore, the RP stated that on 06/12/2024, a verbal 30-day move-out notice was given to the facility representative. It was mutually agreed that the final payment of $2400 along with the remaining credit of $4122.56 covering June’s rent, would constitute the last payment for R1’s rental obligation. However, an additional $2400 payment was deducted on 07/01/2024 in error by the facility. A billing reconciliation document provided by the facility indicated that the $2400 deduction was applied toward an outstanding balance owed by R1. LPA reviewed records from both the facility and the RP confirming that a $2400 deduction was made on 07/01/2024 from R1’s account. Both the RP and the facility representative confirmed that R1 had moved out and all belongings were removed by the end of 06/2024. Based on information gathered during the course of the investigation, there is sufficient evidence to determine that R1 was charged for rent after R1 moved out the facility. Therefore, the above allegation Staff did not refund overpaid rent” is deemed SUBSTANTIATED at this time.