415601114-4-8-2026-14-AS-ACON-DT5VNJ-20260414163512

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 415601114
Report Date: 04/08/2026
Date Signed: 04/08/2026 11:16:57 AM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN BRUNO RO, 851 TRAEGER AVE., SUITE 360
SAN BRUNO, CA 94066

This is an official report of an unannounced visit/investigation of a complaint received in our office on
01/13/2026 and conducted by Evaluator Komal Curley

PUBLIC

COMPLAINT CONTROL NUMBER: 14-AS-20260113152543

FACILITY NAME:	OAKMONT OF REDWOOD CITY		FACILITY NUMBER:	415601114
ADMINISTRATOR:	KATHLEEN OLSON		FACILITY TYPE:	740
ADDRESS:	1 EAST SELBY LANE		TELEPHONE:	(650) 885-7992
CITY:	REDWOOD CITY	STATE: CA	ZIP CODE:	94063
CAPACITY:	127	CENSUS: 71	DATE:	04/08/2026
		UNANNOUNCED	TIME BEGAN:	08:45 AM
MET WITH:	Administrator, Jennifer Duenas		TIME COMPLETED:	11:15 AM

ALLEGATION(S):

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Facility is overcharging resident.
Facility staff did not provide resident's responsible party with explanation of fee increases.
Facility staff are not honoring the terms and conditions of the Admission Agreement.

INVESTIGATION FINDINGS:

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On April 8, 2026, Licensing Program Analyst (LPA) Komal Curley conducted an unannounced complaint visit to deliver the findings for the above allegations. LPA met with administrator, Jennifer Duenas and explained the purpose of the visit.

Regarding the allegation, facility is overcharging resident and facility staff did not provide resident's responsible party with explanation of fee increases, according to the reporting party, the facility confirmed 152 care points for Resident 1 (R1), at the contract rate of $22 per point, which equals $3,344 per month, however, R1's invoices issued by the facility do not consistently reflect the confirmed care assessment that was established as R1's recent monthly care fees are showing $3640.75 per month.

During the investigation, LPA reviewed R1’s file, reviewed R1’s accounting ledger and interviewed staff. According to R1’s file reviewed, R1 care assessment dated 11/21/2025, shows care point of 152. According to staff and documents reviewed, the contacted rate per point for R1 is $22. Based on R1’s accounting ledger for November and December of 2025, the care fees are observed at $3,640.75/month, however according to the Regional Director of Operations, a credit of $296.75 is being issued back to R1 because after Oakmont Management Company took over Sunrise Senior Living the billing is different. (continue to 9099C)

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: April Cowan
LICENSING EVALUATOR NAME: Komal Curley
LICENSING EVALUATOR SIGNATURE:	DATE: 04/08/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/08/2026

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 14-AS-20260113152543

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN BRUNO RO, 851 TRAEGER AVE., SUITE 360
SAN BRUNO, CA 94066

FACILITY NAME: OAKMONT OF REDWOOD CITY	FACILITY NUMBER: 415601114
	VISIT DATE: 04/08/2026

NARRATIVE

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Although the charge for care fees are being billed at $3,640.75/month, with the credit of $296.75 being applied, the total monthly care fees are $3,344/month. Based on the accounting ledger for R1, in October 2025, R1 was charged $3,640.75/month, however, was credited back $10.038.78. According to documents reviewed and interviews conducted, R1’s care level was higher prior to 7/1/2023 – date of transition and the care point assessed after the transition was at 177, which at the time totaled $3,434, which continued to be charged at that rate until January 2025. The care rate increased from $21 to $22 and all residents were transferred over from the 2024 assessment tool to the 2025 assessment tool for the new rate to take effect. That’s when the 2025 rate for care reflected $3,640.75. Because R1’s account was considered “legacy” his/her care rate was grand fathered in at the locked-in rate for the first 152 points and therefore, would generate a credit difference between the 2024 care rate and 2025 care rate.

According to staff interviewed and emails reviewed, R1’s responsible party agreed to this care assessment and care amount of $3,434 on date of transition, 7/1/2023, however, Oakmont Management did not understand why refunds were being requested from R1’s responsible party. On 10/17/25, Oakmont’s Regional Director of Operations emailed R1’s responsible party and indicated that an immediate goodwill credit of $10,038.78 will be returned to R1’s responsible party.

Regarding the allegation, facility staff are not honoring the terms and conditions of the admission agreement, according to the reporting party, Resident 1’s (R1’s) the facility is not honoring the billing terms tied to the care point system in the admission agreement with Sunrise Senior Living had.

According to staff interviews and documents reviewed, after Oakmont Management Company took over Sunrise Senior Living the billing is different. Sunrise Senior Living calculated care in a different way to Oakmont and the translation of care services from Sunrise's point system to Oakmont's is a
computer algorithm based on services provided. There's not a specific dollar per point during the transition from Sunrise. At that time, R1's care services equated to 152 points and that point total doesn't change unless R1 switches to an Oakmont residency agreement.

Based on documents reviewed, information collected, and interviews conducted, the department has determined that although the above allegation may have happened or are valid, there is no a preponderance of evidence to prove the alleged violation did or did not occur, therefore the above allegation is UNSUBSTANTIATED. Report is reviewed with Administrator, Jennifer Duenas and a copy is provided.

SUPERVISORS NAME: April Cowan
LICENSING EVALUATOR NAME: Komal Curley
LICENSING EVALUATOR SIGNATURE:	DATE: 04/08/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/08/2026

LIC9099 (FAS) - (06/04)

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