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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 486803806
Report Date: 02/03/2026
Date Signed: 02/03/2026 02:55:54 PM

Substantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SANTA ROSA RO, 1450 NEOTOMAS AVENUE, STE. 100
SANTA ROSA, CA 95405
This is an official report of an unannounced visit/investigation of a complaint received in our office on
09/18/2025 and conducted by Evaluator Elias Magdaleno
COMPLAINT CONTROL NUMBER: 21-AS-20250918135744
FACILITY NAME:VILLAGE AT RANCHO SOLANO ASSISTED LIVING, THEFACILITY NUMBER:
486803806
ADMINISTRATOR:WHINERY,MORGANFACILITY TYPE:
740
ADDRESS:3350 CHERRY HILLS COURTTELEPHONE:
(707) 425-3588
CITY:FAIRFIELDSTATE: CAZIP CODE:
94534
CAPACITY:250CENSUS: 164DATE:
02/03/2026
UNANNOUNCEDTIME BEGAN:
12:00 PM
MET WITH:Jesse Sias, Regional Director of OperationsTIME COMPLETED:
01:00 PM
ALLEGATION(S):
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Licensee increased resident's fees without proper notice.
Licensee does not ensure that residents' laundry needs are being met.
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Magdaleno arrived unannounced to initiate a Complaint Investigation and deliver findings regarding the above allegations and met with Regional Director of Operations, Jesse Sias.

During the course of this investigation LPA conducted interviews, made observations, and reviewed records.

Licensee increased resident's fees without proper notice – Reporting Party (RP) alleges that facility was charging an increased fee without informing RP. Interview with RP indicated that subsequent to signing residents (R1) Admission Agreement they began noticing an increased charge for higher level of care that was not noted upon admission. LPA requested any notices of fee increase from the facility to R1/their responsible party and was informed by previous Executive Director (ED) that none had been issued. Facilities yearly blanket rate increase had been issued prior to R1’s admission and previous Executive Director (ED) informed LPA this did not affect R1.
Continued LIC9099C.
Substantiated
Estimated Days of Completion:
SUPERVISORS NAME: Victoria Bertozzi
LICENSING EVALUATOR NAME: Elias Magdaleno
LICENSING EVALUATOR SIGNATURE:

DATE: 02/03/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/03/2026
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 6
Control Number 21-AS-20250918135744
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SANTA ROSA RO, 1450 NEOTOMAS AVENUE, STE. 100
SANTA ROSA, CA 95405
FACILITY NAME: VILLAGE AT RANCHO SOLANO ASSISTED LIVING, THE
FACILITY NUMBER: 486803806
VISIT DATE: 02/03/2026
NARRATIVE
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Continued from LIC9099...

Review of Admission Agreement and Resident Statements indicated that R1 was being charged additional fees not outlined in the initial Admission Agreement. Review of email titled 30-day Assessment did not detail itemization of charges or detailed explanation of new services provided. Further interview with RP indicated that no subsequent evaluation was shared with them detailing the reasons for this increase in fee and attempts to conduct a care meeting with the previous ED were ignored or did not provide the information requested.

Licensee does not ensure that residents' laundry needs are being met – Reporting Party (RP) alleges that residents laundry/bedding is not being washed. Review of Resident Monthly Assignment Reports for August 2025 and September 2025 for resident (R1) indicated that the task “care partner to pull dirty laundry” was marked as XX and UND. Further review of Assignment Reports indicated that task “Staff to wash residents’ laundry…once weekly” was signed as completed. Interview with RDN indicated these markings mean no caregiver was assigned to these tasks and they auto closed. Further interview with RDN indicated that care partners are not tasked with completing laundry as this is a housekeeping task and is not tracked on the digital task list. Interview with staff (S1) indicated that staff were told that they are in charge of laundry, with the previous Executive Director (ED) telling them that “care staff should be doing things like taking out garbage, cleaning the room, and doing the laundry”. Further interview with S1 indicated that failure to do so resulted in disciplinary action. Interview with HWD indicated that care partners assisted with housekeeping and laundry until a new policy was enacted in September 2025, with care partners no longer having access to the housekeeping storage room in Memory Care. Review of R1’s Housekeeping Checklist for December 2025 indicated that the tasks “Strip & make bed” and “Remove dirty linens & replace” were marked with either an X or a slash for the entirety of the month. Interviews with housekeeping staff (S2, S3, and S4) indicated that these marking's meant the tasks were not completed. No resident refusals forms were completed during this time. Interview with RP indicated that no agreement was made for any outside party to complete R1’s laundry and facility was to handle all laundering.

Based upon observations, record review, and interviews, there is a preponderance of evidence to prove that the allegations have been SUBSTANTIATED and are valid.

Continued LIC9099C...

SUPERVISORS NAME: Victoria Bertozzi
LICENSING EVALUATOR NAME: Elias Magdaleno
LICENSING EVALUATOR SIGNATURE:

DATE: 02/03/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/03/2026
LIC9099 (FAS) - (06/04)
Page: 2 of 6
Control Number 21-AS-20250918135744
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SANTA ROSA RO, 1450 NEOTOMAS AVENUE, STE. 100
SANTA ROSA, CA 95405
FACILITY NAME: VILLAGE AT RANCHO SOLANO ASSISTED LIVING, THE
FACILITY NUMBER: 486803806
VISIT DATE: 02/03/2026
NARRATIVE
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Continued from LIC9099C...

Deficiencies are cited from the California Code of Regulations (CCRs), and/or the Health and Safety Code. Failure to correct the cited deficiency(ies), on or before the Plan of Correction (POC) due date, may result in a civil penalty assessment. See LIC9099D.

Appeal rights were provided.

Exit interview conducted with Regional Director of Operations, whose signature on form confirms receipt.

SUPERVISORS NAME: Victoria Bertozzi
LICENSING EVALUATOR NAME: Elias Magdaleno
LICENSING EVALUATOR SIGNATURE:

DATE: 02/03/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/03/2026
LIC9099 (FAS) - (06/04)
Page: 3 of 6
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SANTA ROSA RO, 1450 NEOTOMAS AVENUE, STE. 100
SANTA ROSA, CA 95405
This is an official report of an unannounced visit/investigation of a complaint received in our office on
09/18/2025 and conducted by Evaluator Elias Magdaleno
COMPLAINT CONTROL NUMBER: 21-AS-20250918135744

FACILITY NAME:VILLAGE AT RANCHO SOLANO ASSISTED LIVING, THEFACILITY NUMBER:
486803806
ADMINISTRATOR:WHINERY,MORGANFACILITY TYPE:
740
ADDRESS:3350 CHERRY HILLS COURTTELEPHONE:
(707) 425-3588
CITY:FAIRFIELDSTATE: CAZIP CODE:
94534
CAPACITY:250CENSUS: DATE:
02/03/2026
UNANNOUNCEDTIME BEGAN:
12:00 PM
MET WITH:Jesse Sias, Regional Director of OperationsTIME COMPLETED:
01:00 PM
ALLEGATION(S):
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Licensee is not ensuring that residents are provided activities.
Licensee does not ensure that the facility is kept clean.
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Magdaleno arrived unannounced to initiate a Complaint Investigation and deliver findings regarding the above allegations and met with Regional Director of Operations, Jesse Sias

During the course of this investigation LPA conducted interviews, made observations, and reviewed records.

Licensee is not ensuring that residents are provided activities. – Reporting Party (RP) alleges that staff do not provide any activities to the residents. Review of monthly schedule for September and October as well as a spot check of daily activity schedules for September, November, and December indicated that the facility conducts staff led activities approximately every hour. These activities range from board games and exercises to group outings. Interview with Administrator indicated that activity assistants in Memory Care did have a brief period of absence, however, the Activity Director was still present, and other staff were selected to lead activities resulting in no break in activities.
Continued LIC9099C...
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Victoria Bertozzi
LICENSING EVALUATOR NAME: Elias Magdaleno
LICENSING EVALUATOR SIGNATURE:

DATE: 02/03/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/03/2026
This report must be available at Child Care and Group Home facilities for public review for 3 years.
LIC9099 (FAS) - (06/04)
Page: 4 of 6
Control Number 21-AS-20250918135744
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SANTA ROSA RO, 1450 NEOTOMAS AVENUE, STE. 100
SANTA ROSA, CA 95405
FACILITY NAME: VILLAGE AT RANCHO SOLANO ASSISTED LIVING, THE
FACILITY NUMBER: 486803806
VISIT DATE: 02/03/2026
NARRATIVE
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Continued from LIC9099...

Interview with Activity Coordinator (AC) indicated that there was a “slight lull” in activities during the period that the activities assistants were absent, but there was no break in activities and care givers assisted with activities. AC indicated that aside from the daily activities conducted in Memory Care and Assisted Living, there is a facility wide live show approximately twice a month in the Assisted Living bistro for both Assisted Living and Memory Care residents. Further interviews with AC indicated that there are quite a few Memory Care residents who refuse to participate in activities and staff will encourage them to participate but will not force them. LPA observed regular activities being held in Memory Care and Assisted Living over multiple visits, including large group activities in the Memory Care common area led by multiple staff with residents being encouraged to join and participate. LPA also observed various activity areas in Memory Care for resident usage. These activity areas included exercise and sports equipment, sensory activities, music, painting, etc..

Licensee does not ensure that the facility is kept clean – Reporting Party (RP) alleges that resident floors and bathrooms are not cleaned with visible green/black spots. Review of the Housekeeping schedule indicated at least two (2) housekeeping staff on duty per day. Review of resident task list indicated that housekeeping tasks were not assigned to care staff and closed out automatically, however, interview with Regional Director of Nursing (RDN) indicated that care staff do not provide housekeeping services and those tasks are tracked on physical checklists. Review of Housekeeping Checklist indicated that resident (R1) is receiving regular room cleaning which includes bathroom sanitization, dusting, mopping, etc. Review of Housekeeping refusal form indicated the ability for R1 to refuse housekeeping services. Over the course of multiple visits, LPA observed Memory Care to be clean and free of odors. LPA observed the Housekeeper’s to be going room to room cleaning as well as cleaning the hallways and communal areas. LPA conducted spot checks of resident rooms and observed them to be clean.

Although the allegations may have happened or are valid, there is not a preponderance of evidence to prove the alleged violations did or did not occur, therefore the allegations are Unsubstantiated.

No deficiencies cited. Exit interview conducted with Regional Director of Operation, whose signature on form confirms receipt.

SUPERVISORS NAME: Victoria Bertozzi
LICENSING EVALUATOR NAME: Elias Magdaleno
LICENSING EVALUATOR SIGNATURE:

DATE: 02/03/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/03/2026
LIC9099 (FAS) - (06/04)
Page: 5 of 6
Control Number 21-AS-20250918135744
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SANTA ROSA RO, 1450 NEOTOMAS AVENUE, STE. 100
SANTA ROSA, CA 95405

FACILITY NAME: VILLAGE AT RANCHO SOLANO ASSISTED LIVING, THE
FACILITY NUMBER: 486803806
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 02/03/2026
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type B
03/03/2026
Section Cited
CCR
87307(3)(f)
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87307(3) Equipment and supplies necessary for personal care and maintenance of adequate hygiene practice shall be readily available to each resident…(F) Basic laundry service (washing, drying, and ironing of personal clothing). This requirement not met by Licensee as evidenced by:
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Regional Director of Operations stated in-service training would be conducted on ensuring resident basic laundry needs are being met.
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Based on documentation and interviews, R1 was not provided laundering services as outlined in resident agreement for more then one (1) month.
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Type B
03/03/2026
Section Cited
HSC
1569.657(a)
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1569.657(a) For any rate increase due to a change in the level of care... licensee shall provide… written notice of the rate increases… The notice shall include a detailed explanation of the additional services to be provided... and an accompanying itemization of the charges.
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Regional Director of Operations stated they would submit a self-certification that residents and/or their responsible parties would received detailed and itemized letters of notice regarding rate increases for higher levels of care by 5:00PM on Plan of Correction due date of 3/3/2026.
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This requirement not met by Licensee as evidenced by:

Based on documentation and interviews, R1 was charged a rate increase without being provided proper notice as outlined in Title 22 regulation 87307(3)(f).
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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.
SUPERVISORS NAME: Victoria Bertozzi
LICENSING EVALUATOR NAME: Elias Magdaleno
LICENSING EVALUATOR SIGNATURE:

DATE: 02/03/2026
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/03/2026
LIC9099 (FAS) - (06/04)
Page: 6 of 6