197602434-5-15-2026-29-AS-KHEN-DVK2JJ-20260630172623

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 197602434
Report Date: 05/15/2026
Date Signed: 05/15/2026 06:33:54 PM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS N.ASC, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364

This is an official report of an unannounced visit/investigation of a complaint received in our office on
05/05/2026 and conducted by Evaluator Christine Yee

COMPLAINT CONTROL NUMBER: 29-AS-20260505085849

FACILITY NAME:	GARDENS AT PARK BALBOA, THE		FACILITY NUMBER:	197602434
ADMINISTRATOR:	DION D GALLARZA		FACILITY TYPE:	740
ADDRESS:	7046 KESTER AVENUE		TELEPHONE:	(818) 787-0462
CITY:	VAN NUYS	STATE: CA	ZIP CODE:	91405
CAPACITY:	120	CENSUS: 103	DATE:	05/15/2026
		UNANNOUNCED	TIME BEGAN:	10:08 AM
MET WITH:	Dion Gallarza, Executive Director		TIME COMPLETED:	06:40 PM

ALLEGATION(S):

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1. Staff do not maintain facility in good repair
2. Staff do not provide resident with laundry service
3. Staff do not maintain facility sanitary
4. Staff inappropriately spoke to resident
5. Staff do not provide resident with comfortable accommodations

INVESTIGATION FINDINGS:

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Licensing Program Analyst (LPA) Christine Yee conducted an unannounced complaint visit to investigate the above allegations and met with Dion Gallarza, Executive Director. The reason for today's visit was provided.

On today's visit, LPA Yee conducted an interview with the Executive Director at 10:19am, Staff #1 at 11:51am and Resident #1 at 12:35pm and toured resident's room at 1:07pm. File review was conducted at 1:21pm and copies of documents were obtained.

Per interviews conducted today, regarding allegation #1 - Staff do not maintain facility in good repair, the information provided, the toilet in Resident #1's bathroom was not broken and does not need to be replaced. Investigation revealed that Resident #1 likes to hit the toilet handle multiple times when flushing, causing the

continued on LIC9099-C

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Kristin Heffernan
LICENSING EVALUATOR NAME: Christine Yee
LICENSING EVALUATOR SIGNATURE:	DATE: 05/15/2026

I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/15/2026

This report must be available at Child Care and Group Home facilities for public review for 3 years.

LIC9099 (FAS) - (06/04)

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Control Number 29-AS-20260505085849

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS N.ASC, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364

FACILITY NAME: GARDENS AT PARK BALBOA, THE	FACILITY NUMBER: 197602434
	VISIT DATE: 05/15/2026

NARRATIVE

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chain that lifts the stopper inside the water tank to tangle up and prevent the handle from working correctly and prevent the rubber stopper from closing completely, causing the water in the tank to run continuously. Once the problem was diagnosed, maintenance shortened the chain to prevent the chain from tangling. Resident #1 also complained that the bathroom sink was not draining correctly and wants the facility to snake the pipes or replace the pipes to allow the water and soap suds to drain immediately. The facility snaked the pipes and the resident also paid someone to snake the pipe. Per information provided, the resident uses a lot of soap due to personal issues with germs. Based on the information provided, there is insufficient evidence to to support the allegation that staff do not maintain facility in good repair, therefore the allegation is unsubstantiated at this time.

Investigation into allegation #2 - Staff do not provide resident with laundry service revealed that the facility does Resident #1's laundry every Wednesday. Residents are also told at the time of admission that large comforters and thick blankets are not washed at the facility. Laundry service for those items are available down the street if needed at the residents own expense. Resident can schedule pickup services if needed. Everything else, including small bedding items are washed on-site. Per interview conducted with staff, Resident #1 does not use the laundry hamper. They prefer to put their dirty clothes in a trash bag and expects their clothes to be returned in a new clean bag. Resident #1 also expects their laundry to be done and returned to their room immediately and does not like it when it is not returned immediately. Per Resident #1, the staff don't return their clothes until 5 hours later and they need their clothes. This past Wednesday (5/13/26), staff did better and they returned their clothes quick(3 hours) and wants it to stay that way or returned sooner. Per Resident #1, staff make him wait for his clothes and the laundry lady gets nasty. Per Staff #1, they do about 18 loads of laundry a day and they run behind sometimes. and the resident is constantly asking staff where their clothes are and gets upset and very aggressive, Per Staff #1, Staff #2 was running behind on the laundry this past Wednesday(5/13/26) and Resident #1 was very upset so that they walked the resident's clothing to Staff #2 to get it washed first. Resident #1 has a lot of towels to be washed. Per Staff #1, they accommodate Resident #1 just so that the resident does not get

continued on LIC9099-C

SUPERVISORS NAME: Kristin Heffernan
LICENSING EVALUATOR NAME: Christine Yee
LICENSING EVALUATOR SIGNATURE:	DATE: 05/15/2026

I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/15/2026

LIC9099 (FAS) - (06/04)

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Control Number 29-AS-20260505085849

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS N.ASC, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364

FACILITY NAME: GARDENS AT PARK BALBOA, THE	FACILITY NUMBER: 197602434
	VISIT DATE: 05/15/2026

NARRATIVE

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upset. When they return Resident #1's clothing, they have to ring the door bell to be allowed entry and are not allowed to put the clothes on the chair or on the bed. Resident gets upset. Sometimes, Resident#1 will not allow staff into their room and so they just hand the resident their clothes at the door. Resident does not like staff in their room. Based on the information received on today's visit, there is insufficient evidence to support the allegation that Staff do not provide resident with laundry service, therefore the allegation is unsubstantiated at this time.

Regarding allegation #3 - that Staff do not maintain facility sanitary, the investigation revealed that Resident #1's room is cleaned also on Wednesday. Per staff, Resident #1 tells them when their room can be cleaned and they have to come back. This interferes with the cleaning schedule. They can accommodate the resident sometimes but not all the time. Per information received, Resident #1 does not allow staff to dust the furniture, bathroom counter or to touch anything in the bedroom. Per staff, Resident #1 allows staff to clean the bathroom and the bedroom floor with water only. Resident does not allow staff to use any cleansers or any form of chemical. Resident #1 does not like the smell. Investigation also reveals that Resident #1 urinates on the bathroom floor and Resident #1 makes the staff clean the bathroom a minimum of 3 times. Each time the floor is cleaned, Resident #1 makes the staff go to the back of the facility to wash the mop. Once the staff has completed the housekeeping, Resident #1 inspects the room and if they see something, staff has to clean it again before they can leave. While staff is cleaning, Resident #1 is standing by the door and watching the whole process. Based on the information obtained during the investigation, there is insufficient evidence to support the allegation that Staff do not maintain facility sanitary, therefore the allegation is unsubstantiated at this time.

Investigation into allegation #4 - Staff inappropriately spoke to resident revealed that Resident #1 speaks down to the staff. Staff are treated like the resident's personal servants and staff are told that by Resident #1. It is alleged that Staff #2 shouted at Resident #1 and acts snotty with them. Per interviews conducted with staff, staff do not shout at residents. Staff #2 denies shouting to Executive Director. Per the Executive

continued on LIC9099-C

SUPERVISORS NAME: Kristin Heffernan
LICENSING EVALUATOR NAME: Christine Yee
LICENSING EVALUATOR SIGNATURE:	DATE: 05/15/2026

I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/15/2026

LIC9099 (FAS) - (06/04)

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Control Number 29-AS-20260505085849

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS N.ASC, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364

FACILITY NAME: GARDENS AT PARK BALBOA, THE	FACILITY NUMBER: 197602434
	VISIT DATE: 05/15/2026

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Director, Staff #2 does speak loudly with everyone and it could be misconstrued as shouting. This was discussed with Staff #2 and staff was advised not to engage with the resident and to allow their supervisor to address any issues directly with the resident. Per interview with Staff #1, they have not observed or heard Staff #2 shout at any resident. Based on the information received on today's visit, there is insufficient evidence to support the allegation that Staff inappropriately spoke to resident, therefore the allegation is unsubstantiated at this time.

The investigation into allegation #5 - Staff do not provide resident with comfortable accommodations revealed that Resident #1's bathroom has window louvres and it allegedly does not close tightly. The facility provides shower liners for all residents but not a shower curtain. It is alleged that a draft/wind comes into the bathroom and wraps the liner around the resident during showers because there is no shower curtain. A curtain was requested from the facility and they accommodated the resident and one was provided at the facility's expense. Resident #1 also requested a new toilet so that the handle used to flush the toilet is specifically located in the front of the water tank as opposed to being located to the side of the tank. Per Resident #1, the placement of the handle on the right side of the tank hurts their back. Resident #1 is independent and is completely ambulatory. Per the Executive Director, resident was asked why they don't stand up to flush the toilet when they are done toileting. A discussion was had with the Executive Director and resident was advised that the toilet being requested was more expensive and the resident could purchase one at their own expense and they would install the toilet for them. Resident refused. The Executive Director then told the resident that they would work with them. The Executive Director told the resident that if the facility needed to purchase another toilet for another room, they would purchase the toilet being requested and switch it out with the one in their room. There was no time frame or date promised for making the toilet switch. Resident #1 agreed. Based on the information received, there is insufficient evidence to support the allegation that the Staff do not provide resident with comfortable accommodations therefore the allegation is unsubstantiated at this time.

Although the above allegations may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation(s) did or did not occur.
Exit interview was conducted and a copy of this report was provided.

SUPERVISORS NAME: Kristin Heffernan
LICENSING EVALUATOR NAME: Christine Yee
LICENSING EVALUATOR SIGNATURE:	DATE: 05/15/2026

I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/15/2026

LIC9099 (FAS) - (06/04)

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