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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 496801205
Report Date: 07/29/2025
Date Signed: 07/29/2025 03:40:36 PM

Unsubstantiated


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
06/12/2025 and conducted by Evaluator Christi Coppo
COMPLAINT CONTROL NUMBER: 21-AS-20250612104410
FACILITY NAME:HOEN'S CARE HOMEFACILITY NUMBER:
496801205
ADMINISTRATOR:ALCONES, LILY O.FACILITY TYPE:
740
ADDRESS:1618 MARIPOSA DRIVETELEPHONE:
(707) 573-8922
CITY:SANTA ROSASTATE: CAZIP CODE:
95405
CAPACITY:6CENSUS: DATE:
07/29/2025
UNANNOUNCEDTIME BEGAN:
02:46 PM
MET WITH:caregiverTIME COMPLETED:
03:55 PM
ALLEGATION(S):
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Licensee did not provide a refund upon resident's death
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Christi Coppo arrived at this facility unannounced, to deliver findings for the above allegation. LPA spoke to Arthur Alcones, Administrator.

Complaint alleges licensee did not provide a refund upon resident's (R1) death. Complainant states that licensee collected $7000 too much from R1 for the month of April’s rent. During investigation, LPA reviewed evidence showing on 3/27/25 check #6807 cleared the account in the amount of $7000. On 3/28/25 there was a reversal for check#6807 and $7000 was added back to R1’s account. On 4/14/25 check #6808 in the amount of $14,000 cleared the account. Check #6808 in the amount of $14,000 covered rent for the months of April 2025 and May 2025. It is alleged that check #6807 was presented again for payment and cleared R1’s account. However, during investigation, LPA was not provided with

Continued on 9009C...
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Victoria Bertozzi
LICENSING EVALUATOR NAME: Christi Coppo
LICENSING EVALUATOR SIGNATURE:

DATE: 07/29/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/29/2025
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 21-AS-20250612104410
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: HOEN'S CARE HOME
FACILITY NUMBER: 496801205
VISIT DATE: 07/29/2025
NARRATIVE
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Continued from 9099...

copy of R1’s bank statement for the month of May 2025. So, LPA cannot verify if check #6807 cleared R1’s account.

During investigation, LPA received conflicting stories as to when rent for R1 was due. LPA was advised that rent for R1 was due the 18th of every month. LPA reviewed R1’s admission agreement. Admission agreement has move in date as 3/18/25. However, Admission agreement states that rent was due for move-in on 3/14/25, 4 days earlier than the actual move-in date, and after that, it was due the first of every month. Admission agreement states preadmission fees are not currently charged.

During investigation, LPA was advised that R1 went to the hospital on 5/3/25. However, LPA received conflicting information from licensee. Licensee submitted a LIC 624 indicating that R1 went to the hospital on 5/16/25 and passed on 5/30/25. However, LPA received evidence showing that licensee informed I1 that R1 was sent to the hospital on 5/3/25 and LPA received copy of official Death Certificate indicating R1 had actually passed on 5/25/25. LPA received evidence that on 5/30/25 licensee contacted I1 via text advising I1 to speak to licensee’s attorney if I1 has any questions. Allegedly, licensee was responding to a phone conversation between I1 and licensee where I1 asked for a refund of monies due, since R1 had passed on 5/25/25 but had paid rent through 6/18/25. CCL received complaint on 6/12/25. Licensee submitted a copy of a check allegedly written on 6/5/25 in the amount of $3500 issued to R1 as a partial refund for the month of May 2025 rent. However, licensee could not provide LPA with proof that refund $3500 was ever cashed, cleared their account, or that R1 ever received the refund check.

Additionally, licensee claims that R1’s items were not removed from facility until May 30, 2025. However, licensee could not provide LPA with any proof of the alleged date on which they were removed. During investigation, LPA received conflicting information. LPA was advised that R1’s things were packed up and put in a box without any of R1’s family or friends knowing. On May 18, 2025, R1’s items were picked up and removed from the facility by I1, upon arrival, I1 was handed a box of R1’s items, the box was retrieved from a closet in the facility. Per I1, caregiver at facility said that these were all of R1’s items and that I1 was not

Continued on 9099C(2)...
SUPERVISORS NAME: Victoria Bertozzi
LICENSING EVALUATOR NAME: Christi Coppo
LICENSING EVALUATOR SIGNATURE:

DATE: 07/29/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/29/2025
LIC9099 (FAS) - (06/04)
Page: 2 of 3
Control Number 21-AS-20250612104410
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: HOEN'S CARE HOME
FACILITY NUMBER: 496801205
VISIT DATE: 07/29/2025
NARRATIVE
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Continued from 9099C...

allowed to go into R1’s old room, that I1 was to trust that all R1’s items were there. So, LPA received conflicting accounts of: when R1’s rent was due, when R1 went to the hospital, if R1 was issued a partial rent refund for the month of May 2025, and the date on which R1’s belongings were removed from the facility. So, 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, therefore the allegation is UNSUBSTANTIATED.
SUPERVISORS NAME: Victoria Bertozzi
LICENSING EVALUATOR NAME: Christi Coppo
LICENSING EVALUATOR SIGNATURE:

DATE: 07/29/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/29/2025
LIC9099 (FAS) - (06/04)
Page: 3 of 3