198320404-5-26-2026-11-AS-PMAA-DUYUE8-20260612153040

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 198320404
Report Date: 05/26/2026
Date Signed: 05/26/2026 04:53:14 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
05/19/2026 and conducted by Evaluator Troy Watson

PUBLIC

COMPLAINT CONTROL NUMBER: 11-AS-20260519082826

FACILITY NAME:	NEW VILLA - MONARCH		FACILITY NUMBER:	198320404
ADMINISTRATOR:	VILLANUEVA, JENNIFER		FACILITY TYPE:	740
ADDRESS:	1638 E. CYRENE DRIVE		TELEPHONE:	(310) 844-9252
CITY:	CARSON	STATE: CA	ZIP CODE:	90746
CAPACITY:	6	CENSUS: 3	DATE:	05/26/2026
		UNANNOUNCED	TIME BEGAN:	12:30 PM
MET WITH:	ADMINISTRATOR - JENNIFER VILLANUEVA		TIME COMPLETED:	04:50 PM

ALLEGATION(S):

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Staff did not refund the preadmission fees to the applicant or the applicant’s representative.

INVESTIGATION FINDINGS:

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On 05/26/26 at approximately 12:30AM LPA Licensing Program Analyst (LPA) Watson conducted an initial complaint visit to the facility listed above. LPA Watson met with the Administrator Jennifer Villanueva and explained the reason for the visit. LPA Watson was granted entry into the facility.

The investigation consisted of the following:

On 05/26/2026 between 12:30 PM – 04:50PM, the department requested, obtained, and reviewed the following records: Resident Roster 05/10/2026, Staff Roster 01/02/2025, Short Term Respite Admission Agreement 04/20/2026, Medical Assessment 04/20/2026, 03/04/2026, 05/03/2026. The department interviewed Staff#1-#3 (S1-S3) and Residents#2-#3(R2-3 R3)

CONTINUED LIC9099-C

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: Troy Watson
LICENSING EVALUATOR SIGNATURE:	DATE: 05/26/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/26/2026

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-20260519082826

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: NEW VILLA - MONARCH	FACILITY NUMBER: 198320404
	VISIT DATE: 05/26/2026

NARRATIVE

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Allegation: Staff did not refund the pre-admission fees to the applicant or the applicant’s representative

It is alleged that the facility declined to issue a refund despite multiple requests for reimbursement to the applicant or the applicant’s representative based on services never rendered. On 05/26/26 between 12:30AM AND 04:50 PM the department conducted an interview with S1. During the interview S1 was asked, did the facility refund the preadmission fees to the applicant or the applicant’s representative. S1 answered we do not charge pre-admission fees but we do have instead a respite agreement that mentions returning 75% of the unused portion of their monthly payment and refunds only being provided in the event of a resident’s passing? S1 was also asked to describe the payments received from the persons responsible, party, for the stay and explain how those payments were recorded or processed. S1 said that upon signing the contract, the reporting party issued a check for the first week which is the holding agreement for a room. If she decided not to use the room after paying for that first week, even if the resident never occupied the room, they would not get a refund unless the resident passed away. On 05/26/2026 the department interviewed Staff#1-#3 (S1-S3). Out of those interviewed 3 out of 3 denied the above allegation. On 05/26/2026 the department interviewed Residents#2-#3(R2-3 R3), An attempt to interview Resident #1 was made but R1 but R1 was not present at the facility during the time of interviews.

On 05/26/2026 between 12:30AM AND 04:50 PM the department obtained and reviewed the Short-Term Respite Admission Agreement dated 04/20/2026, and it showed on Pg.1 under Purpose of Stay” The Resident is being admitted for a temporary short-term respite stay from 05/18/2026 to 06/01/2026. Further review of the Short-Term Respite Admission Agreement showed on page 2 No. 5 under Rate and Payment Terms that a refund of unused portion of 75% will be returned to family within 14 days. Refunds are only provided for the passing of a resident prior to a respite visit.

An exit interview was conducted with the Administrator Jennifer Villanueva, and a copy of this report was given.

SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: Troy Watson
LICENSING EVALUATOR SIGNATURE:	DATE: 05/26/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/26/2026

LIC9099 (FAS) - (06/04)

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