425800464-5-29-2024-29-AS-KBUY-D5QVJY-20240529162931

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 425800464
Report Date: 05/29/2024
Date Signed: 05/29/2024 10:16:48 AM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS N.ASC, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364

This is an official report of an unannounced visit/investigation of a complaint received in our office on
03/11/2024 and conducted by Evaluator Melisa Rankin

COMPLAINT CONTROL NUMBER: 29-AS-20240311113943

FACILITY NAME:	VISTA DEL MONTE		FACILITY NUMBER:	425800464
ADMINISTRATOR:	DOUGLAS TUCKER		FACILITY TYPE:	741
ADDRESS:	3775 MODOC ROAD		TELEPHONE:	(805) 687-0793
CITY:	SANTA BARBARA	STATE: CA	ZIP CODE:	93105
CAPACITY:	266	CENSUS: 215	DATE:	05/29/2024
		UNANNOUNCED	TIME BEGAN:	09:45 AM
MET WITH:	DOUGLAS TUCKER, Administrator		TIME COMPLETED:	10:30 AM

ALLEGATION(S):

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Staff charged resident a fee not listed in the admission agreement

INVESTIGATION FINDINGS:

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Licensing Program Analyst (LPA) Melisa Rankin conducted an unannounced subsequent complaint visit to the facility above to issue final findings. LPA arrived at the facility, met with Douglas Tucker, and announced the purpose of the visit.

On the allegation: Staff charged resident a fee not listed in the admission agreement. It is alleged that a monthly bill from the facility to a resident was paid on time. However, the facility indicated that the payment was received months late and charged the resident a bill for a late charge fee as well as a late charge interest fee. It is alleged that due to the mistaken late fee, the resident officially has a late payment on their records which should also be removed.
Continued on 9099-C

Unsubstantiated

Estimated Days of Completion:

SUPERVISOR'S NAME: Kelly Burley	TELEPHONE: (805) 562-0413
LICENSING EVALUATOR NAME: Melisa Rankin	TELEPHONE: (805) 635-4718
LICENSING EVALUATOR SIGNATURE:	DATE: 05/29/2024

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/29/2024

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 29-AS-20240311113943

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS N.ASC, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364

FACILITY NAME: VISTA DEL MONTE	FACILITY NUMBER: 425800464
	VISIT DATE: 05/29/2024

NARRATIVE

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On 03/20/2024, Licensing Program Analyst (LPA) Brian Phillips conducted a facility site visit from 10:30am to 12:30pm to investigate the complaint allegation. During this investigation visit, LPA interviewed Staff, Resident(s), and conducted record review of requested and received facility documentation pertinent to the allegation in the complaint. LPA received and reviewed the Schedule of Monthly Fees for the facility which indicates what is included in the monthly fee, and additional fee services available. LPA conducted record review of the resident admission agreement with the facility which details resident fees. According to the admission agreement on late fees, if monthly fees are not paid in full on or before the fourteenth (14^th) day of the month, the resident agrees to pay a late fee of $50.00 per delinquent monthly invoice. Additionally, any monthly fees which are not paid with fourteen (14) days after the date they are due shall bear interest at maximum legal rate from the due date until paid. LPA requested and received a copy of the facility Resident Handbook, that includes a section for residents on Billing and Finances. This provides a general overview of the billing process and recourses available to residents. A monthly statement is delivered to a resident on or before the first (1^st) of the month, detailing expenses.

Through interviews conducted by LPA, staff stated they believe there were erroneous dates for Resident 1 (R1)’s payment as well as incorrect billing Statements. However, a billing statement indicating that the bill was paid on time was never shared with the LPA. Staff interviewed by LPA indicated that any late fee accrued by the resident was waived due to the concerns raised by the resident, but did not admit or state any error made on billing dates or references to incorrect billing statements. On 03/20/2024, LPA received documentation pertinent to the allegation in the complaint investigation. Based on record review, the facility waived all late fees incurred to the resident including the late charge fee as well as a late charge interest fee. As both fees were waived by the facility, no additional fee was charged to the resident.

Continued on 9099-C

SUPERVISOR'S NAME: Kelly Burley	TELEPHONE: (805) 562-0413
LICENSING EVALUATOR NAME: Melisa Rankin	TELEPHONE: (805) 635-4718
LICENSING EVALUATOR SIGNATURE:	DATE: 05/29/2024

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/29/2024

LIC9099 (FAS) - (06/04)

Page: 2 of 3

Control Number 29-AS-20240311113943

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS N.ASC, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364

FACILITY NAME: VISTA DEL MONTE	FACILITY NUMBER: 425800464
	VISIT DATE: 05/29/2024

NARRATIVE

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Because the facility waived both fees disputed, the facility did not charge a resident any fee not listed in the admission agreement. Additionally, late charge fees and late charge interest fees are both listed fees in the resident admission agreement.

Based on the information obtained, there was Insufficient evidence to prove the allegation. Therefore, the allegation is deemed Unsubstantiated at this time.

Exit interview conducted, a copy of this report was provided to the facility.

SUPERVISOR'S NAME: Kelly Burley	TELEPHONE: (805) 562-0413
LICENSING EVALUATOR NAME: Melisa Rankin	TELEPHONE: (805) 635-4718
LICENSING EVALUATOR SIGNATURE:	DATE: 05/29/2024

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/29/2024

LIC9099 (FAS) - (06/04)

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