197609632-10-28-2025-29-AS-DPEA-DMYVZC-20251031165232

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 197609632
Report Date: 10/28/2025
Date Signed: 10/28/2025 06:10:18 PM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 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
03/19/2025 and conducted by Evaluator Zabel Chochian

COMPLAINT CONTROL NUMBER: 29-AS-20250319131607

FACILITY NAME:	RESERVE AT THOUSAND OAKS, THE		FACILITY NUMBER:	197609632
ADMINISTRATOR:	SPENCER, ELIZABETH		FACILITY TYPE:	740
ADDRESS:	3575 N. MOORPARK ROAD		TELEPHONE:	(805) 492-2471
CITY:	THOUSAND OAKS	STATE: CA	ZIP CODE:	91360
CAPACITY:	170	CENSUS: 138	DATE:	10/28/2025
		UNANNOUNCED	TIME BEGAN:	01:45 PM
MET WITH:	Elizabeth Spencer		TIME COMPLETED:	02:16 PM

ALLEGATION(S):

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Staff did not reappraise residents accurately
Staff did not provide residents a comprehensive billing statement

INVESTIGATION FINDINGS:

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Licensing Program Analyst (LPA) Zabel Chochian arrived to this facility today to deliver investigation finding for above allegations. LPA met with Executive Director (ED) Elizabeth Spencer and explained the reason for the visit.

On 03/19/2025, the Department received a complaint regarding allegations “Staff did not reappraise residents accurately” and “Staff did not provide residents a comprehensive billing statement” – Information was provided that residents are charged a $250 fee for base level care (0) zero. Initially residents assessed at a zero (0) level of care upon signing their rental agreements were not charged any additional fees. In addition, information was provided that residents are billed for services and then credited back the amount creating confusion regarding their actual fees.

To investigate the above allegations a complaint visit was conducted on 03/20/2025 and allegations was discussed with the Executive Director (ED) Elizabeth Spencer. (continue to LIC9099c)

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Desaree Perera
LICENSING EVALUATOR NAME: Zabel Chochian
LICENSING EVALUATOR SIGNATURE:	DATE: 10/28/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 10/28/2025

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-20250319131607

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

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

FACILITY NAME: RESERVE AT THOUSAND OAKS, THE	FACILITY NUMBER: 197609632
	VISIT DATE: 10/28/2025

NARRATIVE

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ED explained that the rate change was not a result of a reappraisal. ED explained that the company basically made a new structure to the base level of care: Base level care fee of $250 is charged for level 0-10; whereas before the level of care fee started at level 1-10. According to ED the residents were properly informed of the new level of care rate change.

LPA requested resident and facility records pertinent to the allegations. Additional records were requested throughout the course of the investigation. Records reviewed included but not limited to letters dated 5/30/24 notifying residents in advance of the care level fee charge of $250 for the base level range 0-10 (points). Prior base level fee started at level 1-10. A memo dated 5/31/24 was issued to the residents with additional explanation of the new Base Level Care rate change; care level fee structure change, including Base level 0-10 fee ($250). In addition, a Town Hall meeting was held on 6/25/24 which included discussion regarding the “Base Level Care” rate change. According to the ED after the town hall meeting, the Company decided to apply the new base level care rate for new admissions and to credit residents who have been with the facility prior to 9/1/2024. A letter dated 8/22/24 was issued to residents noting that the base Level care rate change/increase is being rolled back for all residents residing at the facility prior to 9/1/ 2024. ED provided copy of sample statement invoices showing the proper reversal of the rate increase for $250 credited back for residents admitted prior to 9/1/2024. Random resident interviews were conducted telephonically on 05/18/2025 from approximately 2pm-4:30 and 5:30pm-7:30pm; on 6/10/2025 from approximately 9am-11am and 2pm-5pm; on 9/24/2025 from approximately 2pm-4:30pm. Resident interviews confirmed that the level of care fee was the issue and that has resolved since. Residents confirmed that a credit of $250 was applied for the months charged. Random invoice statements were reviewed and noted the credit of $250 for those residents admitted prior to 9/1/2024.

Based on the above information gathered although the allegation may be valid, there is insufficient evidence to support the allegation or that a violation occurred; therefore, the allegation “Staff did not reappraise residents accurately and Staff did not provide residents a comprehensive billing statement” is deemed unsubstantiated at this time

SUPERVISORS NAME: Desaree Perera
LICENSING EVALUATOR NAME: Zabel Chochian
LICENSING EVALUATOR SIGNATURE:	DATE: 10/28/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 10/28/2025

LIC9099 (FAS) - (06/04)

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