197602370-6-4-2026-11-AS-EMAZ-DV5TKE-20260617144749

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 197602370
Report Date: 06/04/2026
Date Signed: 06/04/2026 09:34:29 PM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245

This is an official report of an unannounced visit/investigation of a complaint received in our office on
05/29/2026 and conducted by Evaluator Ernand Dabuet

PUBLIC

COMPLAINT CONTROL NUMBER: 11-AS-20260529144201

FACILITY NAME:	PINNACLES AT BURTON, THE		FACILITY NUMBER:	197602370
ADMINISTRATOR:	ROBIN CULVER		FACILITY TYPE:	740
ADDRESS:	8757 BURTON WAY		TELEPHONE:	(310) 278-8323
CITY:	LOS ANGELES	STATE: CA	ZIP CODE:	90048
CAPACITY:	138; 138	CENSUS: 60	DATE:	06/04/2026
		UNANNOUNCED	TIME BEGAN:	09:48 AM
MET WITH:	Robin Culver		TIME COMPLETED:	03:19 PM

ALLEGATION(S):

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Staff do not ensure that outside vendors maintain resident privacy during the provision of services.

INVESTIGATION FINDINGS:

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On June 4, 2026, the California Department of Social Services/Community Care Licensing (CDSS/CCL) Licensing Program Analyst (LPA), Ernand Dabuet, conducted an initial unannounced complaint visit. Robin Culver, Executive Director, greeted the LPA. (LPA) explained that the purpose of the visit is to investigate the allegation mentioned above.

The investigation included interviews, inspection of the facility, and a collection of documents. The Department reviewed the Resident Roster (dated 06/04/26), Personnel Report LIC 500 (05/29/26), Welcome to Pinnacles at Burton Package, Media Release Form, activities calendar from (dated 06/01/25 through 06/30/26) and other pertinent records associated with this complaint. Interviews conducted with Resident #2 through #6 (R1-R6) and Staff #1 through Staff #3 (S1-S3).
(Evaluation Report continues LIC 9099-C)

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Ernand Dabuet
LICENSING EVALUATOR SIGNATURE:	DATE: 06/04/2026

I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 06/04/2026

This report must be available at Child Care and Group Home facilities for public review for 3 years.

LIC9099 (FAS) - (06/04)

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Control Number 11-AS-20260529144201

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245

FACILITY NAME: PINNACLES AT BURTON, THE	FACILITY NUMBER: 197602370
	VISIT DATE: 06/04/2026

NARRATIVE

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INVESTIGATION REVEALED THE FOLLOWING:

Allegation: Staff do not ensure that outside vendors are not video recording/taking pictures of residents.

It is alleged that an external vendor recorded audio and images of residents without their consent and shared them online, in violation of residents’ rights serious breach of privacy and potentially leading to legal consequences. Additionally, it is claimed that the facility staff failed to prevent the vendor from recording the residents. It is reported that these events occurred sometime between 2024 and 2025.

On June 4, 2026, between 9:45 AM and 10:15 AM, the Department conducted an interview with staff members identified as Staff #1 and Staff #3 (S1-S3). Three (3) of the three (3) staff members could not support this claim. (S2) confirmed that an external vendor performed a live performance at one time that included comedy and music for the residents at memory care. (S1-S3) emphasized that photography is strictly permitted only with prior approval and requires signed Media Release forms. Furthermore, (S1) stated that there have been no complaints regarding vendors posting online images or videos of residents without their consent, as the facility was previously unaware of any such incidents. The facility clearly requests consent for photography at the time of move-in. There have been no complaints from residents or their families concerning unauthorized recordings, and the staff typically recognized that recording residents is prohibited and/or necessitates consent from residents or their families.

The Department presented social media content from Instagram, Facebook, and YouTube, featuring Residents #1 in the video. (S1-S3) confirmed the resident's identity and reported that (R1) has a Media Release Form authorizing the use of photos, newsletters, bulletin boards, and social media pages on file.

On June 4, 2026, between 01:00 PM and 01:57 PM, the Department interviewed resident members identified as Resident #2 through Resident #6. Five (5) out of Five (5) could not corroborate this claim. None of the residents recalls encountering any guests or vendors taking photographs or videos. They stated they had never witnessed an outside vendor recording images or videos of residents without their consent. All residents confirmed signing the Media Release Form and stated they had no concerns about their images being shared on social media platforms. Resident #1 (R1) is unavailable for an interview due to the resident's death.

(Evaluation Report continues LIC 9099-C)

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Ernand Dabuet
LICENSING EVALUATOR SIGNATURE:	DATE: 06/04/2026

I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 06/04/2026

LIC9099 (FAS) - (06/04)

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Control Number 11-AS-20260529144201

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245

FACILITY NAME: PINNACLES AT BURTON, THE	FACILITY NUMBER: 197602370
	VISIT DATE: 06/04/2026

NARRATIVE

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The Department reviewed the Media Release Forms for Resident #1, #2, and #3 (dated 12/02/24, 06/04/25, and 03/12/25) verified authorization to use photograph and video images on social media platforms. A review of Welcome to Pinnacles at Burton Package included Media Release Form (page 16) provided to all residents during admission.

Further review of the facility's activities calendar (dated 06/01/25 through 06/30/26) and found no entries for external vendor or live events during this period. A supplementary record review and found one time invoice for comedy performances from external vendor. The invoice dated April 11, 2025, one hour event. Further review of social media links from You Tube, Instagram, and Titok identified (1) resident was resident featured in social media posting.

Based on the information gathered, there is not enough evidence to support the allegation mentioned above.

Based on the information collected from the facility inspection, observations, interviews, and records analysis, the Department found no evidence to support the above allegation. The allegation may have happened or is valid, but there is not a preponderance of the evidence to prove that the alleged violation occurred. Therefore, the allegation is Unsubstantiated.

No deficiencies were cited.

An exit interview was conducted with ROBIN CULVER, and copies of the reports were provided.

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Ernand Dabuet
LICENSING EVALUATOR SIGNATURE:	DATE: 06/04/2026

I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 06/04/2026

LIC9099 (FAS) - (06/04)

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