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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 197606145
Report Date: 08/12/2025
Date Signed: 08/25/2025 11:16:26 AM

Substantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
MONTEREY PARK ASC, 1000 CORPORATE CNTR DR. ST 500
MONTEREY PARK, CA 91754
This is an official report of an unannounced visit/investigation of a complaint received in our office on
08/05/2025 and conducted by Evaluator Sanjay Vaid
PUBLIC
COMPLAINT CONTROL NUMBER: 28-AS-20250805142616
FACILITY NAME:ARCADIA GARDENS RETIREMENT HOTELFACILITY NUMBER:
197606145
ADMINISTRATOR:PAMELA PARSONSFACILITY TYPE:
740
ADDRESS:720 W. CAMINO REALTELEPHONE:
(626) 574-8571
CITY:ARCADIASTATE: CAZIP CODE:
91007
CAPACITY:200CENSUS: 233DATE:
08/12/2025
UNANNOUNCEDTIME BEGAN:
08:41 AM
MET WITH:Administrator-Pamela ParsonsTIME COMPLETED:
01:00 PM
ALLEGATION(S):
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Licensee did not issue a timely refund of advance fees as required.
INVESTIGATION FINDINGS:
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The census of 233 indicated on the report is not correct the correct census is 133. Licensing Program Analysts (LPAs) Vaid and Mallett conducted 10-day unannounced complaint visit, was met by Administrator Pamela Parsons and the purpose of the visit was discussed. Toured the facility interviewed staff/residents. Did not observe any health and safety concerns. The investigation consisted of the following: LPA Vaid requested, obtained and reviewed the staff/ residents’ roster, resident inquiry sheet, admissions agreement.

Regarding the allegation: Licensee did not issue a timely refund of advance fees as required. It is alleged that the facility failed to provide resident timely refund for deposit paid in advance. Five (5) out of five (5) staff interviewed deny this allegation. Three(3) out of Five (5) staff acknowledge the refund was valid. According to staff interviewed the refund was delay due to incomplete correspondence between the admissions and accounting departments. Staff have admitted to the oversight made of not refunding fees within fifteen (15) days of written notification.
CONTINUED ON 9099C..............
Substantiated
Estimated Days of Completion:
NAME OF LICENSING PROGRAM MANAGER: Fernando Fierros
NAME OF LICENSING PROGRAM ANALYST: Sanjay Vaid
LICENSING PROGRAM ANALYST SIGNATURE:

DATE: 08/12/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/12/2025
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 28-AS-20250805142616
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
MONTEREY PARK ASC, 1000 CORPORATE CNTR DR. ST 500
MONTEREY PARK, CA 91754
FACILITY NAME: ARCADIA GARDENS RETIREMENT HOTEL
FACILITY NUMBER: 197606145
VISIT DATE: 08/12/2025
NARRATIVE
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Review of the admissions agreement: Appendix C, 4. Timing of Refund/Credit- Any refund due under Section 3 above shall be paid to you within fifteen (15) days of issuing the notice of termination. Facility was notified by residents’ family on 07/05/25, in writing due to facility not being able to provide the level of care needed for the resident. Correspondence between residents’ family and admissions manager, agree higher level of service needed and facility not able to provide. Seven (7) out of eight (8) residents interviewed could not corroborate this allegation, residents did not have issues with refunds from the facility.
Based on records reviewed and interviews conducted, the preponderance of evidence standard has been met, therefore the above allegations are found to be Substantiated. Deficiencies are being cited according to California Code of Regulations, Title 22.

Citation was issued, exit interview was conducted with Pamela Parsons-Administrator.
A copy of this report 9099, 9099C and 9099D were given. Copy of Appeals rights given.
NAME OF LICENSING PROGRAM MANAGER: Fernando Fierros
NAME OF LICENSING PROGRAM ANALYST: Sanjay Vaid
LICENSING PROGRAM ANALYST SIGNATURE:

DATE: 08/12/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/12/2025
LIC9099 (FAS) - (06/04)
Page: 3 of 3
Control Number 28-AS-20250805142616
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
MONTEREY PARK ASC, 1000 CORPORATE CNTR DR. ST 500
MONTEREY PARK, CA 91754

FACILITY NAME: ARCADIA GARDENS RETIREMENT HOTEL
FACILITY NUMBER: 197606145
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 08/12/2025
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type B
08/05/2025
Section Cited
CCR
87507(E)(1)(a)
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87507-Admissions agreement. (E) Preadmission fees shall be refunded according to the following conditions:
1. A 100 percent refund of a preadmission fee shall be provided to an applicant or the applicant’s representative if: a.The applicant decides not to enter the facility prior to the facility completing a preadmission appraisal as defined in Section 87457.
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Facility to provide LPA with proof of refund. Administrator to provide a signed statement understanding of the company refund policy.
Send to LPA by 8/19/2025.
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This requirement was not met by: the facility failed to refund advanced deposit to resident within fifteen days as wriiten in the admission agreement.
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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.
NAME OF LICENSING PROGRAM MANAGER: Fernando Fierros
NAME OF LICENSING PROGRAM ANALYST: Sanjay Vaid
LICENSING PROGRAM ANALYST SIGNATURE:

DATE: 08/12/2025
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/12/2025
LIC9099 (FAS) - (06/04)
Page: 2 of 3