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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 361800147
Report Date: 07/16/2026
Date Signed: 07/16/2026 03:27:50 PM

Unsubstantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN BERNARDINO ASC, 1650 SPRUCE ST STE 200 MS29-27
RIVERSIDE, CA 92507
This is an official report of an unannounced visit/investigation of a complaint received in our office on
07/13/2026 and conducted by Evaluator Eldin Serrano
COMPLAINT CONTROL NUMBER: 56-AS-20260713084005
FACILITY NAME:MONTCLAIR ROYALE SENIOR LIVINGFACILITY NUMBER:
361800147
ADMINISTRATOR:SANTOS, ANNAMARIEFACILITY TYPE:
740
ADDRESS:9685 MONTE VISTA AVETELEPHONE:
(909) 621-3545
CITY:MONTCLAIRSTATE: CAZIP CODE:
91763
CAPACITY:236CENSUS: 119DATE:
07/16/2026
UNANNOUNCEDTIME BEGAN:
12:20 PM
MET WITH:Araceli Soto, CAre CoordinatorTIME COMPLETED:
03:45 PM
ALLEGATION(S):
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Staff do not maintain the facility in sanitary condition
Staff are not addressing pests at the facility
Staff do not provide residents with adequate laundry service
INVESTIGATION FINDINGS:
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On July 16, 2026, at 12:20 PM, Licensing Program Analyst (LPA) Eldin Serrano made an unannounced visit to the facility to commence the complaint investigation and deliver findings for the above allegations. LPA explained the purpose of the visit to Care Coordinator Araceli Soto. The investigation consisted of a records review, interviews with staff and a resident, as well as observations throughout the facility.

The allegations indicate the following:
1. Staff do not maintain the facility in sanitary condition
Based on observation and records review, LPA observed staff actively cleaning resident rooms and maintaining overall cleanliness and sanitation throughout the facility. The facility also provided a housekeeping schedule indicating regular cleaning practices. LPA was unable to corroborate this allegation.
2. Staff are not addressing pests at the facility
Based on records review, the facility has an active service agreement with a pest control company responsible for monitoring and controlling pests on an ongoing basis. LPA was unable to corroborate this allegation.
*** Continuation in LIC9099C ***
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Karen Clemons
LICENSING EVALUATOR NAME: Eldin Serrano
LICENSING EVALUATOR SIGNATURE:

DATE: 07/16/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/16/2026
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 4
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN BERNARDINO ASC, 1650 SPRUCE ST STE 200 MS29-27
RIVERSIDE, CA 92507
This is an official report of an unannounced visit/investigation of a complaint received in our office on
07/13/2026 and conducted by Evaluator Eldin Serrano
PUBLIC
COMPLAINT CONTROL NUMBER: 56-AS-20260713084005

FACILITY NAME:MONTCLAIR ROYALE SENIOR LIVINGFACILITY NUMBER:
361800147
ADMINISTRATOR:SANTOS, ANNAMARIEFACILITY TYPE:
740
ADDRESS:9685 MONTE VISTA AVETELEPHONE:
(909) 621-3545
CITY:MONTCLAIRSTATE:CAZIP CODE:
91763
CAPACITY:236CENSUS: 119DATE:
07/16/2026
UNANNOUNCEDTIME BEGAN:
12:20 PM
MET WITH:Araceli Soto, Care CoordinatorTIME COMPLETED:
03:45 PM
ALLEGATION(S):
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Staff do not maintain the facility at a comfortable temperature for residents in care
INVESTIGATION FINDINGS:
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On July 16, 2026, at 12:20 PM, Licensing Program Analyst (LPA) Eldin Serrano arrived at the facility to investigate the above-mentioned allegation and deliver findings. LPA Serrano met with Care Coordinator Araceli Soto and discussed the purpose of the visit. The investigation consisted of a file review, interviews with relevant parties, and observations conducted throughout the facility.

The allegation states that staff do not maintain the facility at a comfortable temperature for residents in care. Based on LPA’s observations and a tour of the facility, it was confirmed that the temperature inside the hallways on all three floors was not maintained at a comfortable level. Several resident bedrooms were also observed to have uncomfortable temperatures. Therefore, this allegation is substantiated.

Based on LPA’s observation, the preponderance of evidence standard has been met. Therefore, the allegation is substantiated pursuant to the California Code of Regulations, Title 22, Division 6, Chapter 1.

An exit interview was conducted, during which this report LIC 9099, LIC 9099D, and appeal rights were provided to Care Coordinator Araceli Soto.
Substantiated
Estimated Days of Completion:
SUPERVISORS NAME: Karen Clemons
LICENSING EVALUATOR NAME: Eldin Serrano
LICENSING EVALUATOR SIGNATURE:

DATE: 07/16/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/16/2026
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 4
Control Number 56-AS-20260713084005
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN BERNARDINO ASC, 1650 SPRUCE ST STE 200 MS29-27
RIVERSIDE, CA 92507

FACILITY NAME: MONTCLAIR ROYALE SENIOR LIVING
FACILITY NUMBER: 361800147
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 07/16/2026
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type A
07/17/2026
Section Cited
CCR
80088(a)
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Title 22, Division 6 Chapter 1
80088 (a) Furniture, Fixtures, Equipment, and Supplies (a) A comfortable temperature for clients shall be maintained at all areas.
This requirement is not met as evidence by:
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Licensee/Administrator shall submit a work order/invoice from a licensed heating/ventilation air-conditioning company (HVAC) that showed that the HVAC will fix the issue of facility uncomfortable temperature by plan of correction (POC) due date
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Based on observation, the licensee did not comply with the section cited above by not ensuring that a comfortable temperature is maintained throughout the facility for the residents in care specially in hot weather season which poses an immediate health, safety or personal rights risk to persons 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.
SUPERVISOR'S NAME: Karen Clemons
LICENSING EVALUATOR NAME: Eldin Serrano
LICENSING EVALUATOR SIGNATURE:

DATE: 07/16/2026
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/16/2026
LIC9099 (FAS) - (06/04)
Page: 3 of 4
Control Number 56-AS-20260713084005
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN BERNARDINO ASC, 1650 SPRUCE ST STE 200 MS29-27
RIVERSIDE, CA 92507
FACILITY NAME: MONTCLAIR ROYALE SENIOR LIVING
FACILITY NUMBER: 361800147
VISIT DATE: 07/16/2026
NARRATIVE
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3. Staff do not provide residents with adequate laundry service
Based on observation and records review, the facility has a contract with Ecolab for the supply of laundry soap, chemical supplies, and laundry equipment used throughout the facility. The facility also provided a staff laundry schedule. LPA was unable to corroborate this allegation.

Based on the evidence obtained, including observations and records review, the allegations listed above are UNSUBSTANTIATED. A finding that a complaint is UNSUBSTANTIATED means that although the allegation may have happened or may be valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur; therefore, the allegation is unsubstantiated at this time.

An exit interview was conducted, during which this report LIC 9099 and LIC 9099C were discussed and provided to Care Coordinator Araceli Soto.
SUPERVISORS NAME: Karen Clemons
LICENSING EVALUATOR NAME: Eldin Serrano
LICENSING EVALUATOR SIGNATURE:

DATE: 07/16/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/16/2026
LIC9099 (FAS) - (06/04)
Page: 4 of 4