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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 365530102
Report Date: 06/06/2025
Date Signed: 06/06/2025 01:43:26 PM

Unsubstantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN BERNARDINO, 1650 SPRUCE ST STE 200 MS29-27
RIVERSIDE, CA 92507
This is an official report of an unannounced visit/investigation of a complaint received in our office on
02/13/2025 and conducted by Evaluator Paola Guerrero
PUBLIC
COMPLAINT CONTROL NUMBER: 56-AS-20250213100958
FACILITY NAME:LOTUS VILLA AND MEMORY CAREFACILITY NUMBER:
365530102
ADMINISTRATOR:HEATHER O'NEELFACILITY TYPE:
740
ADDRESS:9448 CITRUS AVENUETELEPHONE:
(909) 355-6887
CITY:FONTANASTATE: CAZIP CODE:
92335
CAPACITY:99CENSUS: 97DATE:
06/06/2025
UNANNOUNCEDTIME BEGAN:
12:54 PM
MET WITH:Reyna FigueroaTIME COMPLETED:
02:00 PM
ALLEGATION(S):
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Licensee is financially abusing resident(s) in care.
Staff do not respond to residents' requests for assistance as necessary.
Staff do not accord dignity to resident(s) in care.
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Paola Guerrero conducted an unannounced visit to deliver findings on the allegations listed above. LPA met with Business Office Manager Reyna Figueroa and explained the purpose of the visit. The investigation consisted of interviews, observations, and review of records.

First allegation: Licensee is financially abusing resident(s) in care. Regarding the allegation stated above LPA conducted an interview with Business Office Manager who informed LPA all rent payments are received and processed by facility Business Office Manager (BOM). Business Office Manager informed LPA that all residents receive a proof of payment and upon request. In addition, BOM explained to LPA that all residents receiving SSI at the end of the year receive a 2.5-percent cost of living increase deemed by social security. BOM further explained that due to the cost-of-living increase residents rents get impacted (increased). LPA conducted interviews with four residents and four out of four residents informed LPA that they have not witnessed residents getting financially abused.
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Efren Malagon
LICENSING EVALUATOR NAME: Paola Guerrero
LICENSING EVALUATOR SIGNATURE:

DATE: 06/06/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 06/06/2025
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 2
Control Number 56-AS-20250213100958
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN BERNARDINO, 1650 SPRUCE ST STE 200 MS29-27
RIVERSIDE, CA 92507
FACILITY NAME: LOTUS VILLA AND MEMORY CARE
FACILITY NUMBER: 365530102
VISIT DATE: 06/06/2025
NARRATIVE
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 In addition, four out of four residents informed LPA that they have not had any issues with facility increasing rent charges without residents’ knowledge. Four out of four residents informed LPA that they provide checks, cash, debit, or credit as a form of payment and all residents informed LPA that they receive a receipt upon completion of payment. Resident #2 informed LPA that residents often deny a copy of payment receipt.

Second allegation: Staff do not respond to residents' requests for assistance as necessary. Regarding the allegation LPA conducted interviews with residents and four out of four residents informed LPA that Business Office Manger provides assistance when needed and available. Residents denied staff refusing to help residents when needing to pay rent in addition, four out of four residents also denied witnessing staff tell residents that they are being too busy. Four out of four residents informed LPA that the person who handles all rent transactions is friendly and that they or have not had any issues. LPA conducted interviews with staff and three out of three staff denied the allegation and informed LPA that assistance is provided to all residents when needed.

Third allegation: Staff do not accord dignity to resident(s) in care. Regarding the allegation LPA conducted interviews with four residents pertaining to the allegation “staff does not accord residents with dignity” four out of four residents denied witnessing staff being rude to residents. In addition, four out of four residents also denied witnessing staff to deny residents with assistance when needed. Based on corroborating evidence obtained during the course of the investigation, LPA has determined that the above allegation is Unsubstantiated.

Unsubstantiated: meaning that although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur.

An exit interview was conducted where this report (LIC 9099) was discussed, and a copy was provided to Business Office Manager Reyna Figueroa at the end of the visit
SUPERVISORS NAME: Efren Malagon
LICENSING EVALUATOR NAME: Paola Guerrero
LICENSING EVALUATOR SIGNATURE:

DATE: 06/06/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

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