198603183-8-31-2026-28-AS-LHIS-DY6RF2-20260922125821

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 198603183
Report Date: 08/31/2026
Date Signed: 08/31/2026 03:31:42 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, 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
08/27/2026 and conducted by Evaluator Noemi Galarza

PUBLIC

COMPLAINT CONTROL NUMBER: 28-AS-20260827144048

FACILITY NAME:	COUNTRY VIEW ASSISTED LIVING		FACILITY NUMBER:	198603183
ADMINISTRATOR:	DENNISE TORRES		FACILITY TYPE:	740
ADDRESS:	824 W. CAMERON AVE		TELEPHONE:	(626) 962-3511
CITY:	W. COVINA	STATE: CA	ZIP CODE:	91790
CAPACITY:	136	CENSUS: 115	DATE:	08/31/2026
		UNANNOUNCED	TIME BEGAN:	12:05 PM
MET WITH:	Dennise Torres, Administrator		TIME COMPLETED:	03:35 PM

ALLEGATION(S):

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Staff do not ensure the facility is kept at a comfortable room temperature for residents in care.
Staff do not ensure residents are spoken to in an appropriate manner.

INVESTIGATION FINDINGS:

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Licensing Program Analyst (LPA) Galarza conducted an initial 10-day complaint investigation visit regarding the above allegations. LPA discussed the purpose of the visit with Assistant Administrator Shimi Wieder. Administrator Dennise Torres arrived shortly after.

The investigation consisted of: A physical plant tour was conducted, with special focus on facility and room temperature. Seven (7) staff and 19 residents were interviewed. Ecobee Smart Thermostat climate control application software was examined.Copies of HVAC invoice/ estimate, list of thermostat control rooms, LIC 500 Personnel Report and resident roster were obtained. No health and safety concerns were observed.

*See next page for narrative.

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Lisa Hicks
LICENSING EVALUATOR NAME: Noemi Galarza
LICENSING EVALUATOR SIGNATURE:	DATE: 08/31/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/31/2026

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 28-AS-20260827144048

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 1000 CORPORATE CNTR DR. ST 500
MONTEREY PARK, CA 91754

FACILITY NAME: COUNTRY VIEW ASSISTED LIVING	FACILITY NUMBER: 198603183
	VISIT DATE: 08/31/2026

NARRATIVE

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Allegation: Staff do not ensure the facility is kept at a comfortable room temperature for residents in care. The complaint alleges staff refuse to turn on the air conditioning and only run the air conditioning when they "feel like it" and it gets hot inside the facility during the afternoon. A total of 19 residents were interviewed. Four (4) out of 19 residents stated their rooms are too hot or too cold. Residents stated if they want their room temperature adjusted they communicate it to administration staff and it is adjusted.
A total of seven (7) staff were interviewed. Staff interviews revealed that resident's room temperatures are regulated via 9 central air/heating units that are controlled through Ecobee Smart Thermostat climate control application software. There are a total of 15 air conditioning units in the building. All units are set to temperature 70-72 degrees Fahrenheit. Last week staff noticed the dining room air conditioning was not working efficiently and called an HVAC technician. The technician checked out the a/c unit in the dining room and determined the units are working at capacity, but recommended replacing the units due to age. A copy of the HVAC unit replacement estimate was provided. The facility will be replacing two dining room units. During the visit, a total of 19 resident rooms and all common areas were inspected with special focus on room temperature. Only one (1) out of the 19 resident rooms did not have a comfortable temperature. The residents in the room used duct tape to cover the air conditioning vents. The average room temperatures were 72-76 degrees F, which complies with regulation temperature range. The allegation cannot be supported.

Allegation: Staff do not ensure residents are spoken to in an appropriate manner. It is alleged management personnel speak rudely to residents and say "If you don't like it here, then you can leave." A total of 19 residents were interviewed. Three (3) out 19 residents stated staff are rude at times. The majority of residents interviewed denied the allegation and reported they are treated with respect. Staff interviews revealed that all staff are trained to treat residents politely. Staff stated residents are not rude or mistreat residents, and if and when an issue is discussed personnel tries to resolve the issue right away. During the visit, staff were observed treating the residents appropriately and not in a rude manner. There is insufficient information to support the allegation.

Although the allegations may have happened or are valid, there is not a preponderance of evidence to prove the alleged violation(s) did or did not occur, therefore the allegations are UNSUBSTANTIATED.

Exit interview was conducted with Administrator Dennise Torres. A copy of the report was issued.

SUPERVISORS NAME: Lisa Hicks
LICENSING EVALUATOR NAME: Noemi Galarza
LICENSING EVALUATOR SIGNATURE:	DATE: 08/31/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/31/2026

LIC9099 (FAS) - (06/04)

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