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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 374600890
Report Date: 04/10/2026
Date Signed: 04/10/2026 12:59:26 PM

Substantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN DIEGO RO, 7575 METROPOLITAN DR. #109
SAN DIEGO, CA 92108
This is an official report of an unannounced visit/investigation of a complaint received in our office on
04/02/2026 and conducted by Evaluator Dang Nguyen
COMPLAINT CONTROL NUMBER: 08-AS-20260402162318
FACILITY NAME:ATRIA COLLWOODFACILITY NUMBER:
374600890
ADMINISTRATOR:JULIA LOPEZFACILITY TYPE:
740
ADDRESS:5308 MONROE AVETELEPHONE:
(619) 286-3583
CITY:SAN DIEGOSTATE: CAZIP CODE:
92115
CAPACITY:185CENSUS: 82DATE:
04/10/2026
UNANNOUNCEDTIME BEGAN:
10:00 AM
MET WITH:Executive Director Julia LopezTIME COMPLETED:
01:15 PM
ALLEGATION(S):
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-Licensee locked resident out of their own apartment.
-Licensee did not negotiate with resident in good faith.
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Dang Nguyen conducted an unannounced subsequent visit to deliver findings regarding the above prior complaint allegations. LPA was welcomed by, identified himself to, and discussed the purpose of the visit with Executive Director Julia Lopez.

The Complainant alleged that there was a day that Licensee locked Resident #1 (R1) out of their own apartment, and that Licensee did not negotiate with R1 in good faith. [See LIC 811 Confidential Names List for a description of select person identifiers used in this report.] CCLD’s investigation involved multiple unannounced facility tours/welfare checks and interviews of R1 and pertinent facility staff and outside sources. The Department also reviewed video footage and billing-related documents relevant to this case.

Records and interviews aligned to show: On 03/11/2026, Licensee served R1 with a valid 30-day eviction notice for nonpayment of owed rent and care/medication fees; R1 had until 04/24/2026 to pay a past due balance $25,986.81, or they were required to vacate the premises. [CONTINUED ON LIC 9099-C, 1 of 3]
Substantiated
Estimated Days of Completion:
SUPERVISORS NAME: Simon Jacob
LICENSING EVALUATOR NAME: Dang Nguyen
LICENSING EVALUATOR SIGNATURE:

DATE: 04/10/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/10/2026
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 5
Control Number 08-AS-20260402162318
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN DIEGO RO, 7575 METROPOLITAN DR. #109
SAN DIEGO, CA 92108
FACILITY NAME: ATRIA COLLWOOD
FACILITY NUMBER: 374600890
VISIT DATE: 04/10/2026
NARRATIVE
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[CONTINUED FROM LIC 9099] Soon after the aforementioned letter was served, R1 and their collaborating outside social worker, Person #1 (P1), entered into negotiations with facility management to explore a potential repayment plan. On 03/19/2026, Licensee extended their first offer verbally to R1 and P1: If R1 were to both vacate their facility apartment and pay one lump sum of $10,000 in full by/on 04/01/2026, then Licensee would waive/forgive the remainder of R1’s final balance owed. R1 and P1 counteroffered (“Counteroffer #1”), saying they could both pay $3,000 upfront and vacate the apartment by/on 04/01/2026, and then pay an additional $7,000 in $500 monthly installments thereafter, if Licensee agreed to waive/forgive the remainder of R1’s final balance owed.

Interviews disputed what occurred next: The Complainant said during the above meeting, the facility administrator, Staff #1 (S1), verbally accepted R1/P1’s Counteroffer #1, as witnessed by billing manager Staff #2 (S2). However, in their own interviews, S1 and S2 said on this date, they agreed only to forward R1/P1’s Counteroffer #1 to Atria’s corporate office in Kentucky for review/decision. S1 and S2 both said S1 clearly told R1 and P1 that Licensee had not yet committed to accepting this counteroffer, and that the corporate office’s approval would be required.

Reviews and interviews converged/aligned again to show: The next day on 03/20/2026, R1, accompanied by their friend/advocate Person #2 (P2), handed a $3,000 cashier’s check to S1. S1 told R1 that Atria’s corporate office had not yet decided whether to accept Counteroffer #1, but S1 pledged to place R1’s cashier’s check in a secure/locked office space at the facility and not yet cash it, pending the corporate office’s decision/instruction. Over the next week or more, S1 was intermittently on and off duty (i.e., not at work continuously). P1’s phone calls to S1 were not timely returned during this period, leading R1/P1 to falsely assume that Licensee had accepted Counteroffer #1, since they received zero communication to the contrary. On 03/31/2026, R1 and P2 began to physically move R1’s personal belongings out of R1’s apartment. At the start of this moving, S1 and S2 presented a document ("Settlement Contract #1") to R1, P1, and P2, which essentially stated: Licensee would accept $3,000 from R1 upfront and required R1 to vacate their apartment by/on 04/01/2026, for which they would then allow R1 to pay their remaining balance of $23,347.02 in $500 monthly installments thereafter. (Settlement Contract #1 thus offered no waiver/forgiveness of any part of R1’s debt.) P1 quickly phoned S1 to alert them that this document seemed to significantly deviate from what was earlier discussed; S1 immediately agreed/replied that Settlement Contract #1 contained a major defect/error regarding the amount to be paid in installments, and that they would have Atria’s corporate office amend and reissue it. [CONTINUED ON LIC 9099-C, 2 of 3]
SUPERVISORS NAME: Simon Jacob
LICENSING EVALUATOR NAME: Dang Nguyen
LICENSING EVALUATOR SIGNATURE:

DATE: 04/10/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/10/2026
LIC9099 (FAS) - (06/04)
Page: 2 of 5
Control Number 08-AS-20260402162318
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN DIEGO RO, 7575 METROPOLITAN DR. #109
SAN DIEGO, CA 92108
FACILITY NAME: ATRIA COLLWOOD
FACILITY NUMBER: 374600890
VISIT DATE: 04/10/2026
NARRATIVE
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[CONTINUED FROM LIC 9099-C, 1 of 2] R1 and S2 thus continued with their moving of belongings out of R1’s apartment, which continued into 04/01/2026. Subsequently, S1 and S2 gave R1, P1, and P2 and amended document ("Settlement Contract #2"), which essentially stated: If R1 paid $3,000 upfront and vacated their apartment on 04/01/2026 and then paid another $10,000 in $500 monthly installments thereafter, Licensee would waive/forgive the remainder of R1’s final balance owed (“Counteroffer #2”). Upon P1 receiving a copy of Settlement Contract #2, P1 immediately communicated to S1 and S2 that the contract was again in error (i.e., P1 said the installment balance should be $7,000 and not $10,000, as a reflection of the $3,000 cashier’s check that R1 already handed to Licensee). S1 now, for the first time, communicated to R1, P1, P2 that Counteroffer #1 was rejected, and that this Counteroffer #2 (as articulated in Settlement Contract #2) was Licensee’s last and final offer. Interviews disputed when said rejection, along with Settlement Contract #2 / Counteroffer #2, was presented to R1, P1, and P2, in practice: S1 and S2 claimed they presented such on 03/31/2026, whereas P1 and P2 claimed it was on 04/01/2026. In protest, R1 and P1 refused to sign Settlement Contract #2. R1 physically and administratively moved out of Atria Collwood on 04/01/2026.

S1 affirmed to CCLD: a) The $3,000 cashier’s check which R1 earlier handed to them was strictly given as a down-payment/security on what was expected to be a later repayment/installment plan contract. It was not a standard monthly rent payment, and S1 was supposed to return it to R1 if negotiations fell through.; and, b) Negotiations indeed ultimately fell through. Interviews of the other pertinent individuals in this case corroborated these same two truths; they are not under dispute. During his own 04/07/2026 site visit, LPA asked S1 for R1’s cashier’s check. S1 replied that it had been mailed to the Atria corporate office in Kentucky. LPA allowed S1 three (3) business days to contact the corporate office to inquire as to the status of this cashier’s check, and whether it was still returnable to R1. On 04/10/2026, S1 informed LPA that said cashier’s check was not returnable to R1. Additionally, interviews aligned to show: During R1’s move out, S1 instructed maintenance manager Staff #3 (S3) to change out the lock on R1’s apartment door. S3 performed this action before close of business (i.e., 5:00 PM) on 04/01/2026, while R1’s recliner chair was still inside their apartment, and while having constructive knowledge that: R1 had not yet surrendered/relinquished their apartment key to Licensee’s staff and that R1 had not yet submitted / turned-in their “Atria Resident Move Out Form,” which represents the resident’s written attestation that they have finished removing “all personal property” from their apartment. (This form is part of the facility’s standard operating procedure). [CONTINUED ON LIC 9099-C, 3 of 3]
SUPERVISORS NAME: Simon Jacob
LICENSING EVALUATOR NAME: Dang Nguyen
LICENSING EVALUATOR SIGNATURE:

DATE: 04/10/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/10/2026
LIC9099 (FAS) - (06/04)
Page: 3 of 5
Control Number 08-AS-20260402162318
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN DIEGO RO, 7575 METROPOLITAN DR. #109
SAN DIEGO, CA 92108
FACILITY NAME: ATRIA COLLWOOD
FACILITY NUMBER: 374600890
VISIT DATE: 04/10/2026
NARRATIVE
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[CONTINUED FROM LIC 9099-C, 2 of 3]

CCLD also reviewed date and timestamped video footage showing: a) R1 and P2 attempting to open R1’s apartment door with R1’s issued key, unsuccessfully (4:30 PM on 04/01/2026, per the metadata); b) R1 and P2 trying the numeric-code on the side facility entry door, unsuccessfully (4:31 PM on 04/01/2026, per the metadata); and, c) R1 at the facility’s front desk asking for staff to unlock their own apartment door so that they could retrieve their recliner chair (4:50 PM on 04/01/2026, per the metadata). In their own interviews with LPA on 04/07/2026, S1, S2, and S3 each told LPA that R1 had earlier announced their intent to abandon (not take) their own recliner chair with them, and that this chair was still sitting inside R1’s former apartment. When LPA entered said apartment on 04/07/2026, he observed that while the room had not yet been cleaned/turned-over, R1’s recliner chair was not there, indicating R1 and/or S2 had retrieved it.

The Department concluded: a) R1 and P2 started the process of vacating R1’s apartment on 03/31/2026 under the sincere belief that the terms of Counteroffer #1 would be followed; b) Licensee allowed R1 and P2 to keep moving R1 out under this false belief on 03/31/2026, despite Licensee themselves knowing on that date that they had no intention of accepting Counteroffer #1; c) Licensee waited until most of R1’s belongings were physically out of the apartment before effectively communicating their rejection of Counteroffer #1; d) In locking R1 out of their apartment, Licensee eliminated R1’s right to walk away from a deal; e) In cashing R1’s downpayment cashier’s check, Licensee forfeited its own right to walk away from a deal; and, f) Prior to negotiations, R1 was legally entitled to occupy their apartment through 04/24/2026, but R1 instead vacated the premises twenty-three (23) days early, on the date of Licensee’s choosing, and to Licensee’s significant advantage. Given the totality of events, CCLD determined that a deal was struck in spirit, by action, and that the terms of Counteroffer #1 have precedence over those of Counteroffer #2.

Based on records and interviews, a preponderance of evidence exists to show that Licensee locked R1 out of their own apartment, and that Licensee did not negotiate with R1 in good faith. Both allegations are therefore Substantiated, and deficiencies were cited for them per California Code of Regulations, Title 22 (refer to the LIC 9099-D page). Plans of Correction were jointly developed with the Licensee.

An exit interview was conducted with Executive Director Julia Lopez, to whom a copy of this report, the LIC 9099-D page, the LIC811 Confidential Names List, and the Licensee/Appeal Rights (LIC9058 03/22) were provided.
SUPERVISORS NAME: Simon Jacob
LICENSING EVALUATOR NAME: Dang Nguyen
LICENSING EVALUATOR SIGNATURE:

DATE: 04/10/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/10/2026
LIC9099 (FAS) - (06/04)
Page: 4 of 5
Control Number 08-AS-20260402162318
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN DIEGO RO, 7575 METROPOLITAN DR. #109
SAN DIEGO, CA 92108

FACILITY NAME: ATRIA COLLWOOD
FACILITY NUMBER: 374600890
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 04/10/2026
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type B
05/10/2026
Section Cited
CCR
87468.1(a)(1)
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87468.1 Personal Rights of Residents in All Facilities: “(a) Residents in all residential care facilities for the elderly shall have all of the following personal rights: (1) To be accorded dignity in their personal relationships with staff…” This requirement was not met, as evidenced by:
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Licensee agreed to extend a new written Settlement Agreement (“Settlement Agreement #3”) to R1 which reflects the following (in line with Counteroffer #1): a) R1 already paid Licensee $3,000 during March 2026, b) R1 now owes Licensee just $7,000 left, to be paid in $500 monthly installments, c) Licensee will credit/write off the remaining balance of $16,347.02 and not charge any further late fees, and d) So long as R1 is on time with their $500 monthly installment payments, the matter will continue to be handled internally and not be reported to collection agencies or affect credit score. Licensee will provide R1 at least fourteen (14) calendar days from date of service to sign and return this document to Licensee, otherwise the deal will expire. (Licensee shall utilize both P1 and P2 to facilitate communications with R1, since R1 has since moved out and not yet established a forwarding mailing address, and since R1 does not personally use E-mail. Licensee shall CC’ LPA on all E-mailed correspondence to P1/P2 specifically regarding this transaction.) By the POC due date, Licensee will E-mail LPA either a fully-signed/executed Settlement Agreement #3, or written proof that R1 has refused to sign it (which CCLD has the right to independently verify, if such is claimed). The Department reserves the right to continue to monitor this situation, amending the POC if needed.
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Based on records and interviews, Licensee did not treat 1 of 83 residents (R1) with dignity. This posed a potential personal rights risk to persons in care.
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Type B
04/10/2026
Section Cited
CCR
87468.2(a)(20)
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87468.2 Additional Personal Rights of Residents in Privately Operated Facilities: “(a) In addition to the rights listed in Section 87468.1, Personal Rights of Residents in All Facilities, residents in privately operated residential care facilities for the elderly shall have all of the following personal rights: (20) To be protected from involuntary transfers, discharges, and evictions.”
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As of the date of deficiency issuance, R1 no longer sought to live at Atria Collwood, and Licensee had self-determined to not charge R1 for rent, care, or medication fees for the date of 04/01/2026. These actions resolve the deficiency, and no further Plan of Correction was formed.
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Based on records and interviews, Licensee did ensure that 1 of 83 residents (R1) was protected from involuntary discharge and/or eviction. This posed a potential 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.
SUPERVISORS NAME: Simon Jacob
LICENSING EVALUATOR NAME: Dang Nguyen
LICENSING EVALUATOR SIGNATURE:

DATE: 04/10/2026
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/10/2026
LIC9099 (FAS) - (06/04)
Page: 5 of 5