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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 306006198
Report Date: 02/25/2026
Date Signed: 02/25/2026 05:04:57 PM

Unfounded


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT
CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY RO, 770 THE CITY DR., SUITE 7100
ORANGE, CA 92868
This is an official report of an unannounced visit/investigation of a complaint received in our office on
02/23/2026 and conducted by Evaluator Joseph Alejandre
PUBLIC
COMPLAINT CONTROL NUMBER: 22-AS-20260223143903
FACILITY NAME:CRESTAVILLAFACILITY NUMBER:
306006198
ADMINISTRATOR:MYRA ARAGONESFACILITY TYPE:
740
ADDRESS:30111 NIGUEL RDTELEPHONE:
(949) 844-5997
CITY:LAGUNA NIGUELSTATE: CAZIP CODE:
92677
CAPACITY:250CENSUS: 190DATE:
02/25/2026
UNANNOUNCEDTIME BEGAN:
02:00 PM
MET WITH:Myra AragonesTIME COMPLETED:
05:15 PM
ALLEGATION(S):
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Staff are not safeguarding resident's personal belongings
Staff steal money from resident
Staff mishandle residents medication
Staff open resident’s mail
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Joseph Alejandre made an unannouced visit to conduct the required 10-day visit to begin the investigation into the allegation listed above. LPA met with Executive Director Myra Aragones and explained the reason for the visit. The investigation into the allegation, staff are not safeguarding resident's personal belongings revealed the following, it was reported that facility staff take Resident 1's (R1) personal items from their room, such as jewelry, clothes and cleaning supplies. R1 could not provide specific item descriptions except for one jewelry item that was a necklace. R1 reported that the theft has been ongoing since they moved in back in 2023 and could give any specific dates as to when anything was taken. R1 reported that law enforcement was contacted but after talking to them they did not even take a report. R1 could not provide any names of the staff who took the items or the dates when items were taken. A review of records shows R1 moved in with one necklace which is documented on their property inventory list (only item listed) which LPA observed and R1 verified it was the necklace they were currently wearing. The Executive Director reported that R1 reported missing items and staff offered to assist R1 in looking for the items but R1 declined assistance and contacted law enforcement, who took no action.
Unfounded
Estimated Days of Completion:
SUPERVISORS NAME: Sheila Santos
LICENSING EVALUATOR NAME: Joseph Alejandre
LICENSING EVALUATOR SIGNATURE:

DATE: 02/25/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/25/2026
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 3
Control Number 22-AS-20260223143903
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)
CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY RO, 770 THE CITY DR., SUITE 7100
ORANGE, CA 92868
FACILITY NAME: CRESTAVILLA
FACILITY NUMBER: 306006198
VISIT DATE: 02/25/2026
NARRATIVE
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4 out of 4 staff interviewed and the Executive Director reported they have never taken anything from any resident and have never witnessed any staff member steal anything. 4 out of 4 residents interviewed reported they have never had anything stolen since they moved into the facility. Staff and the Executive Director reported they do not enter resident rooms without resident permission. Room entry is via a key card which tracks when and who enters any residents' room. A review of records shows R1 was the only person to enter their room except for one entry by staff member allowing a visitor for R1 to enter the room, R1 verified this information. A review of incident reports for the facility for 2026 shows no thefts have been reported by the facility. There is no evidence to corroborate the allegation, therefore the allegation is deemed unfounded meaning, that the allegation was false, could not have happened and/or is without a reasonable basis.

The investigation into the allegation, staff steal money from resident, revealed the following. It was reported that staff take money from R1's room when they are not there or when they are asleep. No specific details were provided. R1 could not provide dates and times when cash was taken or the amounts of money that have been taken. R1 reported that they contacted law enforcement who left after a few minutes and they didn't do anything. R1 reported that they did not know who took their cash or when. R1 did not respond when asked if it was possible they spent the money or possibly put in the bank or somewhere else they forgot about. 4 out of 4 staff reported they have never witnessed or taken any money from any resident. 4 out of 4 residents reported they have never had any money taken from them at the facility. None of the evidence gathered supports the allegation. The allegation is deemed unfounded meaning, that the allegation was false, could not have happened and/or is without a reasonable basis.

The investigation into the allegation, staff mishandle residents medication, revealed the following. It was reported that staff take R1's medication and it was witnessed by Resident 2 (R2). R2 denied the report. 4 out of 4 staff reported that they have never taken R1's medication or any residents' medication. A review of records shows R1 handles their own medication. R1 reported that over the years all of their medicaiton has been taken but did not provide any other details. Staff 1 who is authorized to handle resident medication reported that until a resident's medication is handled by the faciltity they do not handle their medication in any way. None of the evidence gathered supports the allegation, therefore the allegation is deemed unfounded meaning, that the allegation was false, could not have happened and/or is without a reasonable basis.
SUPERVISORS NAME: Sheila Santos
LICENSING EVALUATOR NAME: Joseph Alejandre
LICENSING EVALUATOR SIGNATURE:

DATE: 02/25/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/25/2026
LIC9099 (FAS) - (06/04)
Page: 2 of 3
Control Number 22-AS-20260223143903
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)
CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY RO, 770 THE CITY DR., SUITE 7100
ORANGE, CA 92868
FACILITY NAME: CRESTAVILLA
FACILITY NUMBER: 306006198
VISIT DATE: 02/25/2026
NARRATIVE
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The investigation into the allegation, staff open resident’s mail, revealed the following. It was reported that R1 orders items that are mailed and staff open the mail and steal the contents. R1 reported that their mail has never been stolen or opened by anyone. R1 reported that the items they have ordered and that were mailed were stolen later after they were received but not before they received them in the mail. 4 out of 4 staff reported they don't have access to resident's mail and have never stolen or opened anyone's mail. 4 out of 4 residents interviewed reported they have never had an issued with mail being stolen or open. Based on the evidence gathered the allegation, staff open resident’s mail, is deemed unfounded, meaning that the allegation was false, could not have happened and/or is without a reasonable basis. An exit interview was conducted and a copy of the report provided.
SUPERVISORS NAME: Sheila Santos
LICENSING EVALUATOR NAME: Joseph Alejandre
LICENSING EVALUATOR SIGNATURE:

DATE: 02/25/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/25/2026
LIC9099 (FAS) - (06/04)
Page: 3 of 3