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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 198601940
Report Date: 03/24/2025
Date Signed: 03/24/2025 04:10:43 PM

Substantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
GREATER LA AC/SC, 1000 CORPORATE CNTR DR. ST 500
MONTEREY PARK, CA 91754
This is an official report of an unannounced visit/investigation of a complaint received in our office on
03/20/2025 and conducted by Evaluator Alberto Lopez
PUBLIC
COMPLAINT CONTROL NUMBER: 28-AS-20250320094345
FACILITY NAME:VILLA FLORAFACILITY NUMBER:
198601940
ADMINISTRATOR:ROSALINDA BUENVIAJEFACILITY TYPE:
735
ADDRESS:10932 CARMENITA RD.TELEPHONE:
(562) 941-5249
CITY:WHITTIERSTATE: CAZIP CODE:
90605
CAPACITY:34CENSUS: 17DATE:
03/24/2025
UNANNOUNCEDTIME BEGAN:
10:36 AM
MET WITH:Joel Alonso, TIME COMPLETED:
04:16 PM
ALLEGATION(S):
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Staff do not ensure the facility is in good repair
Staff do not ensure that residents have appropriate bedroom furniture
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Alberto Lopez conducted an unannounced initial complaint visit to investigate the allegations listed above. LPA met with Administrator Joel Alonzo and explained the purpose of the visit.

The investigation consisted of the following: LPA interviewed Clients #1 - 8 (C1 - C8), Staff #1 - 3 (S1– S3), conducted a tour of the facility including units 1 - 4, and obtained copies of the staff and client roster, along with the most recent invoice for pest control services dated 01/30/2025.

Regarding allegation: Staff do not ensure the facility is in good repair, it is alleged that some facility rooms have holes in the walls, that a shower curtain is missing in one shower, and smoke alarms are chirping, meaning they may need batteries.

(continued on 9099C)
Substantiated
Estimated Days of Completion:
NAME OF LICENSING PROGRAM MANAGER: Lisa Hicks
NAME OF LICENSING PROGRAM ANALYST: Alberto Lopez
LICENSING PROGRAM ANALYST SIGNATURE:

DATE: 03/24/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/24/2025
This report must be available at Child Care and Group Home facilities for public review for 3 years.
LIC9099 (FAS) - (06/04)
Page: 1 of 5
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
GREATER LA AC/SC, 1000 CORPORATE CNTR DR. ST 500
MONTEREY PARK, CA 91754
This is an official report of an unannounced visit/investigation of a complaint received in our office on
03/20/2025 and conducted by Evaluator Alberto Lopez
PUBLIC
COMPLAINT CONTROL NUMBER: 28-AS-20250320094345

FACILITY NAME:VILLA FLORAFACILITY NUMBER:
198601940
ADMINISTRATOR:ROSALINDA BUENVIAJEFACILITY TYPE:
735
ADDRESS:10932 CARMENITA RD.TELEPHONE:
(562) 941-5249
CITY:WHITTIERSTATE: CAZIP CODE:
90605
CAPACITY:34CENSUS: 17DATE:
03/24/2025
UNANNOUNCEDTIME BEGAN:
10:36 AM
MET WITH:Joel Alonso, ManagerTIME COMPLETED:
04:16 PM
ALLEGATION(S):
1
2
3
4
5
6
7
8
9
Staff are not adequately addressing bed bug infestation.
Staff do not ensure the facility is clean and sanitary.
INVESTIGATION FINDINGS:
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3
4
5
6
7
8
9
10
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13
Licensing Program Analyst (LPA) Alberto conducted an unannounced initial complaint visit to investigate the allegations listed above. LPA met with Administrator Joel Alonzo and explained the purpose of the visit.

The investigation consisted of the following: LPA interviewed Clients #1 - 8 (C1 - C8), Staff #1 - 2 (S1 – S3), conducted a tour of the facility including units 1 - 4, and obtained copies of the staff and client roster, along with the most recent invoice for pest control services dated 01/30/2025.

The investigation revealed the following: Regarding the allegation, Staff have not adequately addressed bed bug infestation, it is alleged that there has been a bed bug infestation at the facility that is not being addressed.
(continued on 9099C)


Unsubstantiated
Estimated Days of Completion:
NAME OF LICENSING PROGRAM MANAGER: Lisa Hicks
NAME OF LICENSING PROGRAM ANALYST: Alberto Lopez
LICENSING PROGRAM ANALYST SIGNATURE:

DATE: 03/24/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/24/2025
This report must be available at Child Care and Group Home facilities for public review for 3 years.
LIC9099 (FAS) - (06/04)
Page: 2 of 5
Control Number 28-AS-20250320094345
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
GREATER LA AC/SC, 1000 CORPORATE CNTR DR. ST 500
MONTEREY PARK, CA 91754
FACILITY NAME: VILLA FLORA
FACILITY NUMBER: 198601940
VISIT DATE: 03/24/2025
NARRATIVE
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(continued from 9099A)

LPA interviewed three (3) staff and two (2) of the three (3) staff stated that they are addressing the bed bugs, and that PalPro Pest Control was contracted to address the bed bugs. Administrator provided invoice dated 01/30/2025 that shows of treatment performed on 01/30/2025. Rooms sprayed were 102, 103, and 104. Per the invoice from PalPro, the rooms had personal belongings on the floor and did not spray the belongings. According to S1 statement, clients failed to move the belongings as asked and the Pest control company will return this Friday 03/28/2025 to continue the treatment for bedbugs. LPA interviewed eight clients and four (4) of eight (8) clients stated they have bed bugs, and that facility is addressing the issue but that they understand it could take time to eradicate all the bed bugs. The facility has since addressed the bed bug infestation and continues to address it. There is not sufficient evidence to substantiate this allegation.

Regarding Allegation: Staff do not ensure the facility is clean and sanitary. It is alleged that the facility ceilings have cobwebs and are dusty. LPA Interviewed three (3) staff and all three (3) staff denied the allegation. LPA interviewed eight (8) clients, and all eight (8) clients stated staff clean every day. LPA observed one room that needed cleaning, but client stated client cleans and does not allow staff in. LPA observed housekeeper cleaning rooms during the visit and observed 15 of 16 rooms clean. LPA did not observed any cobwebs or dusty areas during visit. There is not sufficient evidence to substantiate this allegation.

At this time no client reported any symptoms of diarrhea or vomiting.

Based on LPA's observations and interviews, investigation revealed: Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is unsubstantiated.



Exit interview conducted with Joel Alonzo and copy of report provided.
NAME OF LICENSING PROGRAM MANAGER: Lisa Hicks
NAME OF LICENSING PROGRAM ANALYST: Alberto Lopez
LICENSING PROGRAM ANALYST SIGNATURE:

DATE: 03/24/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/24/2025
LIC9099 (FAS) - (06/04)
Page: 3 of 5
Control Number 28-AS-20250320094345
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
GREATER LA AC/SC, 1000 CORPORATE CNTR DR. ST 500
MONTEREY PARK, CA 91754
FACILITY NAME: VILLA FLORA
FACILITY NUMBER: 198601940
VISIT DATE: 03/24/2025
NARRATIVE
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(continued from 9099C)

LPA interviewed three (3) staff and three (3) of the (3) staff denied the allegation. All three (3) staff stated they fix things right away. During tour of physical plant, LPA observed all showers with shower curtains. LPA observed one (1) room #202 with a hole in the wall and the shower in unit four (4) had a hole in the back wall of the shower. LPA observed one (1) toilet with the seat missing. LPA observed recent patches on some walls. Staff stated that clients break the items in their rooms, and they try to keep up. LPA did hear one smoke alarm chirping in one room #301. There is sufficient evidence to substantiate this allegation.

Regrading Allegation: Staff do not ensure that clients have appropriate bedroom furniture. It is alleged that facility is not providing residents appropriate furniture. LPA interviewed three (3) staff, and all three (3) staff stated that clients are responsible for not having chairs in their rooms. One staff stated that clients break their chair or furniture, and facility will replace but it can take some time. LPA interviewed eight (8) clients and six (6) of eight (8) clients stated they have the required furniture. Two (2) clients stated they do not have chairs but have everything else. LPA observed two (2) rooms without chairs during tour of facility. There is sufficient evidence to substantiate this allegation.

Based on LPA interviews conducted with the clients and staff and LPA observations, the preponderance of evidence standard has been met for the above allegations, therefore the allegations are found to be SUBSTANTIATED. California Code of Regulations Title 22, Division 6, Chapter 1 is being cited on the attached LIC9099D.

NAME OF LICENSING PROGRAM MANAGER: Lisa Hicks
NAME OF LICENSING PROGRAM ANALYST: Alberto Lopez
LICENSING PROGRAM ANALYST SIGNATURE:

DATE: 03/24/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/24/2025
LIC9099 (FAS) - (06/04)
Page: 4 of 5
Control Number 28-AS-20250320094345
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
GREATER LA AC/SC, 1000 CORPORATE CNTR DR. ST 500
MONTEREY PARK, CA 91754

FACILITY NAME: VILLA FLORA
FACILITY NUMBER: 198601940
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 03/24/2025
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type B
03/31/2025
Section Cited
CCR
80087(a)
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(a) The facility shall be clean, safe, sanitary and in good repair at all times for the safety and well-being of clients, employees and visitors.

This regulation is not met as evidenced by:
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Administrator to ensure that the holes in the wall in room 202 and in the shower wall are repaired, repair or replace one smoke alarm and place toliet seat on toilet. Administrator to send proof sent to LPA by POC dated which is 03/31/2025
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Based on LPA observation, there is a hole in the wall in room 202 and there is a hole in the back wall of the shower in unit 4 and the upstairs toilet in unit one (1) is missing the toilet seat which poses a potential health and safety risk to clients in care.
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Type B
03/31/2025
Section Cited
CCR
85088(c)(2)
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(c) The licensee shall ensure provision to each client of the following furniture, equipment and supplies necessary for personal care and maintenance of personal hygiene. (2) Bedroom furniture including, in addition to (c)(1) above, for each client, a chair, a night stand, and a lamp or lights necessary for reading.

This requirement is not met as evidenced by:
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Administrator to insure that rooms 203 and 301 have the required chairs and send proof to LPA by poc date which is 03/31/2025
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LPA observed two (2) rooms without the required furniture. Room 203 and room 301 are missing chairs, toilet seat missing in unit 1 upstairs bathroom and smoke alarm chirping in room 301 which poses a potential health and safety risk to clients in care.
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Failure to correct the cited deficiency(ies), on or before the Plan of Correction (POC) due date, may result in a civil penalty assessment.
NAME OF LICENSING PROGRAM MANAGER: Lisa Hicks
NAME OF LICENSING PROGRAM ANALYST: Alberto Lopez
LICENSING PROGRAM ANALYST SIGNATURE:

DATE: 03/24/2025
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/24/2025
LIC9099 (FAS) - (06/04)
Page: 5 of 5