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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 306005308
Report Date: 08/18/2026
Date Signed: 08/18/2026 05:01:53 PM

Unsubstantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY RO, 770 THE CITY DR., SUITE 7100
ORANGE, CA 92868
This is an official report of an unannounced visit/investigation of a complaint received in our office on
02/25/2026 and conducted by Evaluator Joseph Alejandre
PUBLIC
COMPLAINT CONTROL NUMBER: 22-AS-20260225080135
FACILITY NAME:CRYSTAL CARE HOMEFACILITY NUMBER:
306005308
ADMINISTRATOR:LAUGUICO, CRISTINAFACILITY TYPE:
740
ADDRESS:9391 TOUCAN AVETELEPHONE:
(714) 553-8674
CITY:FOUNTAIN VALLEYSTATE: CAZIP CODE:
92708
CAPACITY:6CENSUS: 4DATE:
08/18/2026
UNANNOUNCEDTIME BEGAN:
11:26 AM
MET WITH:Cristina LauguicoTIME COMPLETED:
05:00 PM
ALLEGATION(S):
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Facility staff is financially abusing resident
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Joseph Alejandre made an unannounced visit to continue the investigation into the allegation listed above. LPA met with Administrator Cristina Lauguico and explained the reason for the visit. The investigation into the allegation, facility staff is financially abusing resident revealed the following. It was reported that numerous withdraws were made from Resident 1's (R1) bank accounts. It was reported that $106,950.00 was removed from R1's account from April 8, 2025 to January 12, 2026. All of the withdraws were either to cash, the Administrator or caretaker (C1). It was reported that R1 told the bank staff that C1 has just taken over. LPA interviewed R1 and R1 reported they did not remember that conversation and R1 does not know why there bank accounts have been frozen. R1's physician's report dated May 2, 2025 does not list R1 with mild cognitive impairment or Dementia. R1's physician's report dated March 23, 2026 lists R1 as diagnosed with Dementia. C1 reported that they were caring for R1 until they moved into the facility on or around April 26, 2025 and after that date, they would take them to their doctor's appointment, shopping, take them to the bank and visit with them regularly until January 2026.
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Sheila Santos
LICENSING EVALUATOR NAME: Joseph Alejandre
LICENSING EVALUATOR SIGNATURE:

DATE: 08/18/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/18/2026
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 3
Control Number 22-AS-20260225080135
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY RO, 770 THE CITY DR., SUITE 7100
ORANGE, CA 92868
FACILITY NAME: CRYSTAL CARE HOME
FACILITY NUMBER: 306005308
VISIT DATE: 08/18/2026
NARRATIVE
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C1 reported that R1's relative asked C1 to continue to take R1 to the doctor and assist them with their banking, shopping and going out. LPA verified this with R1's relative. R1's relative reported that this had to stop once R1's bank accounts were frozen because R1 could no longer pay C1. R1's relative reported that they did not know why R1's accounts were frozen but it was probably because of their mental decline. C1 denied they took any of R1's money. R1's relative reported that they do not believe C1 or the facility took any of R1's resources. R1's relative reported they no longer were assisting R1 because of the time and effort and wanted the facility to handle all of R1's care needs and finances. R1's relative stated they would no longer be involved. C1 reported that they took R1 to the bank in January and for no reason R1 told the bank that they were on unknown medications and didn't know why they were at the bank and said C1 took over. C1 reported that R1 was not on any medications at the time and the bank told them no withdraws would be possible because of R1's behavior and C1 was not the responsible party or family member.

C1 reported that after that bank visit, R1's bank accounts, checking and saving were frozen and no access would be granted until R1 could display to the bank that they were not impaired and were acting of their own free will. R1 reported that they could access their accounts and called their bank with the LPA present. R1 agreed LPA could be present on the call. The bank representative reported that both accounts were frozen and they could not unlock the accounts over the phone. The bank representative reported the balances of the account and recommended that R1 go to a local branch talk to the manager to resolve the situation. R1 ended the call with the bank representative. LPA contacted the bank but the none of the staff would agree to be interviewed. LPA asked R1 if they could review their bank records and R1 agreed. There are no records available to show the withdraws of $106,950.00. R1 reported that they have only paid rent and their cell phone bill with those accounts. R1 did not have any bank records for April 8, 2025 to December 5, 2025. The bank will not provide R1 with any copies of previous statements on a frozen account. R1 has no Power of Attorney or responsible party and signed their own admission agreement when they moved to the facility. R1 agreed to let the LPA review the bank records they had. The bank statement for R1's checking account dated December 6, 2025 to January 6, 2026 only shows 2 checks cashed one for rent of $6500.00 for December 2025, and one for $3720.00 for additional care services for December 2025. The earliest savings account bank statement R1 has, is dated March 6, 2026, it shows an ending bank balance of $129,748.51 and their most recent statement dated August 6, 2026, shows an ending balance of $129,770.26. The earliest checking account bank statement R1 has is dated January 6, 2026 and shows an ending balance of $316,703.27. The most recent statement dated July 8, 2026, shows an ending balance of $338,006.41.
SUPERVISORS NAME: Sheila Santos
LICENSING EVALUATOR NAME: Joseph Alejandre
LICENSING EVALUATOR SIGNATURE:

DATE: 08/18/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/18/2026
LIC9099 (FAS) - (06/04)
Page: 2 of 3
Control Number 22-AS-20260225080135
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY RO, 770 THE CITY DR., SUITE 7100
ORANGE, CA 92868
FACILITY NAME: CRYSTAL CARE HOME
FACILITY NUMBER: 306005308
VISIT DATE: 08/18/2026
NARRATIVE
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None of the deposits or withdraws show evidence of anyone taking money from R1's account. Both of R1's accounts have increased in the recent months, but both accounts are still frozen. The Administrator reported that R1 has an open case with the Public Guardian of Orange County and they are going to determine if they will become the Conservator for R1. The Administrator reported they have never had access to R1's accounts and at this time R1 cannot pay rent because their accounts are frozen. The Administrator denied the allegation and stated they have never taken any money or resources of any resident. 2 out of 2 staff interviewed denied the allegation and reported they have never witnessed any type of abuse to any resident at the facility. The Administrator reported that R1 was current with their account until January 2026 when their accounts were frozen. LPA interview R1 a second time on August 18, 2026 but they could not explain the banking situation and were unaware about their current rent situation. The Administrator reported that they contacted the Ombudsman and R1's relative again but they both said they could not help R1. The Administrator reported they would continue to care for R1 and hopes the Public Guardian will become the conservator of R1. It is unknown what transactions took place on R1's accounts from April 8, 2025 to December 5, 2025 and the records are unavailable. All involved parties (Administrator, 2 staff members and C1) deny the allegation and R1's relative reported they do not think anyone took any resources from R1. R1 reported they do not believe anyone took any money from their account but they do not remember any of their bank visits. Based on the evidence gathered the allegation is deemed unsubstantiated, although the allegation may have happened or is valid, there is no preponderance of evidence to prove the alleged violation did or did not occur. An exit interview was conducted and a copy of the report provided.
SUPERVISORS NAME: Sheila Santos
LICENSING EVALUATOR NAME: Joseph Alejandre
LICENSING EVALUATOR SIGNATURE:

DATE: 08/18/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/18/2026
LIC9099 (FAS) - (06/04)
Page: 3 of 3