Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:22/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  so basically I ordered stuff online but it keeps getting stolen so I have been telling the landlord to provide me a cctv footage or at least do anything but they havent respond although Ive contacted them several times. Another thing is I needed help with the electrical thing for the wifi and contacted them 4 times and called them yet they never replied. They dont take accountability

  Customer Answer

  Date: 05/03/2025

  hi , the company did contact me last week but no response about how the situation currently is at the moment.

  Customer Answer

  Date: 17/03/2025

  I already got the order, although the company didnt help, the mailmen helped me.

  

  Business Response

  Date: 17/03/2025

  Unfortunately, I was never made aware of stolen packages,  however, I can check to see if we have any footage of theft and consumer is would need to contact their internet provider as they are responsible for obtaining their own **************

  Customer Answer

  Date: 28/03/2025

  my issue has already been resolved. Thank u so much !

• Initial Complaint

  Date:15/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 16,2024 I applied for a rental unit in ******* from this group (now known as irent) and after waiting several days without hearing anything from them, I decided to cancel my application ( cancelled on February 22). The next day I received this email Hi *****,We are disappointed to hear that you will not be moving into your new home as of February 22nd, 2024.To mitigate any loss, we have immediately notified our ***************** Agents of this availability. Our focused team will make every attempt to re-rent your home for February 22nd, 2024.If successful in re-renting the suite, you will be charged a pro-rated amount for the number of days you would be responsible for, plus an administration fee of $300.00 which we charge to have the agent work to try to re-rent the suite. Any remaining deposit will be refunded to you.Should the suite not be re-rented, you will be held liable for any loss in revenue.Please do not hesitate to reach out if you have any other questions but hopefully, we will be in touch before long with good news.Kind *******,***** At the time of receiving this, I still hadnt even heard if Id been accepted, and I certainly hadnt signed a lease, so no way should I be responsible for anything. After waiting a few days for a response, I was told that I wouldnt be held responsible and that I would get a refund in 2-3 weeks. The last months rent, water tank rental, and parking were all charged to my credit card instantly. I asked to have the refund put back on my card but I was told I would have to wait. It is now over 3 weeks and I was informed that accounting was still looking into, and (I quote)..I should be patient and that it would still be another 2-3 weeks. This is totally unacceptable and I notice that they have done this a lot in the past.

  

  Business Response

  Date: 18/03/2024

  Hi,

  We sincerely apologize for the delay in refunding your deposit. This is not the level of service we strive to provide. Rest assured; we are actively looking into the delay. Your refund is currently underway. Thank you for your patience and understanding.

  Customer Answer

  Date: 18/03/2024

   
  Complaint: 21439558
  
  I am rejecting this response because:
    I was told 2-3 weeks, its now been 3.5 weeks and Im being told that its finally being forwarded to the accounting department. Im also being told that it is being expedited and hopefully my refund will be mailed out by next week, so without saying it, they are saying another 2-3 weeks, which will then mean close to 2 months for a refund. Totally unacceptable!!
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 18/03/2024

  We truly understand your frustration and apologize for the inconvenience this delay has caused you. We recognize that waiting for your refund for an extended period is not what you expected nor deserved. Rest assured, we've taken note of your concerns and have escalated the matter to ensure your refund is processed as swiftly as possible.
  While we understand that the initial timeline provided has been exceeded, please know that we are actively expediting your refund and have prioritized it with our team. We sincerely apologize for any miscommunication regarding the timeline, and we assure you that we are working diligently to expedite the process to get your refund to you as soon as possible.
  Sincerely,

• Initial Complaint

  Date:13/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January, we informed CLV Group, in *********, that we have decided to discontinue our studies, so our **** would expire within 90 days. We inquired about terminating the contract bilaterally. On 10 Jan. 2024. The company responded that our only option was lease re-assignment. We finally connected with a friend who was eager to take over the lease, and she submitted all required documents on Feb. 23rd. The plan was for them to assume the lease starting in March. We anticipated a simple and swift process, similar to when we initially applied for the lease. However, the process has now dragged on for almost three weeks with no end in sight. Whenever we call to follow up, we often met with inconsistencies about the timeframe, some operators made the situation sound very hopeful, while others gave vague responses that the process would need "as long as it takes." There's been a noticeable lack of engagement, with few updates, all of which we've had to initiate. On March 11th, we finally requested an escalation to the manager, but our email has gone unanswered. With less than a month remaining before our departure, the prolonged process jeopardizes our ability to find a new tenant or sell the furniture if needed, before leaving the country. What's most frustrating is the lack of transparency. The applicant has provided all requested documents, only to be met with additional requirements, much stricter scrutiny compared to when we applied despite only 4 months of rent remaining. It's disheartening to see "business decisions" cited as a justification in other response on this website, implying lack of transparency and disregard of customer service. All these obstacles have left us feeling frustrated and uncertain about our future arrangements. We hope for a resolution that respects our time, effort, and financial investment in this process.

  

  Business Response

  Date: 14/03/2024

  Hello,

  We apologize for the inconvenience you experienced during the application process. For privacy reasons, please continue working with our ****** team, who are well-informed about your situation and committed to assisting you further. We look forward to further assisting in the re-rental of your suite.
  Thank you for your patience and understanding.

  Customer Answer

  Date: 23/03/2024

   
  Complaint: 21427465
  
  In light of these ongoing challenges and the lack of goodwill demonstrated by CLV Group, we have no choice but to reject the response provided by the business. Despite our efforts to engage with CLV Group and seek resolution, the persistent lack of transparency and unwillingness to consider alternative solutions has left us with no other recourses.

  
  Despite CLV Group's response advising us to continue working with the local property management team, we regret to inform you that our experience remains unchanged. Notably, CLV Group has failed to offer viable alternatives to our predicament. Despite our suggestions, such as allowing the new tenant to cosign the current lease contract or subleasing the apartment, CLV Group has consistently refused to consider any options beyond requiring us to fulfill the remaining months of the contract, even though we are legally obligated to leave the country. The lack of proactive updates and the insistence on rigid solutions persist, making resolution increasingly challenging.

  
  We are particularly concerned about the lack of transparency in CLV Group's vetting process. When we initially signed the lease contract, no guarantor was required. However, the sudden imposition of this requirement, with no explanation provided, raises serious questions about the fairness and consistency of CLV Group's practices. Despite our inquiries, CLV Group has stated that they have no obligation to explain their business decisions, further adding to our frustration and confusion.

  
  Additionally, the reluctance of the third potential guarantor to co-sign the contract, likely stemming from concerns about questionable business practices, brings into question CLV Group's approach. Their failure to address these concerns transparently or offer alternative solutions undermines their commitment to resolving the situation amiably.

  
  Throughout this ordeal, we have encountered dismissive and condescending responses from CLV Group's staff, further exacerbating the frustration and stress of our situation. Despite our requests to escalate the issue or engage in direct discussion, our pleas have been consistently ignored.

  
  

  

  Business Response

  Date: 26/03/2024

  Hi,

  Thank you for providing your feedback regarding our efforts to address the reassignment of the lease. We genuinely regret that you feel unsatisfied with the process thus far. We want to assure you that we have made every effort to assist and have responded to all queries regarding the assignment process.
  We are committed to continuing our support for the reassignment of the lease, encouraging further dialogue relating to the assignment process.
  

• Initial Complaint

  Date:12/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 06, 2024 my husband and I put through an Application online and we had to make a deposit of the last full month's rent for this unit , $2649 on my credit card before proceeding with this Application. On page 4 there was a glitch which did not allow me to fill all the information online. The rental agent contacted me and filled the missing information at her end. On March 10, we decided not to pursue the Application for rental. We wrote them that we cannot move forward with the application of lease and kindly ask to help us with the process of retrieving the deposit that was needed to make this application. Their response: We are sorry to hear that you will not be taking the unit for March 11th 2024 . Per your signed application, the application does state that you will be held responsible for the apartment should you fail to execute the lease
  We have notified our rental agents that you will not be taking possession of the unit and they will make every attempt possible to re-rent the unit for immediate occupancy. Should the unit not be re-rented, you will be held liable for any loss in revenue.
  
  If rented for any date later than March 11th 2024, a pro-rated rent would be charged for the number of days that you would be responsible for. The $300 deposit will be kept in order to have the rental agent work to re rent the apartment.
  
  We have emailed and spoken to the Mississauga-admin office and we have requested a full refund. CLV considers this Application as a binding contract. WE NEVER SIGNED A LEASE. An application cannot be legally considered a binding contract. I am requesting a full refund.

  

  Business Response

  Date: 13/03/2024

  Hi ****,

  Thank you for reaching out to us. We are disappointed to learn that you have decided not to proceed with your application.
  Please know that we are committed to resolving any concerns you may have, and we will be reaching out to you directly to discuss potential remedies that align with your satisfaction.

  Sincerely,

   

  Customer Answer

  Date: 21/03/2024

  
  
  Complaint: 21422464
  
  
  
  I am rejecting this response because: I didn’t receive the full refund they promised me by email.
  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 22/03/2024

  Hi ****,

  We are writing to address the recent issue regarding the
  refund you received from us and the discrepancy in the amount due to currency
  conversion rates.
  Our records indicate that we indeed processed a full refund
  through our system.
  However, we understand your frustration regarding the
  difference in the refunded amount when converted to US currency. Please be
  aware that as a company, we are not responsible for fluctuations in currency
  exchange rates. These rates are determined by financial institutions and may
  vary at the time of processing transactions.

  Thanks, 

• Initial Complaint

  Date:14/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have applied to move out of our apartment with 54 days of notice, unfortunately, we are 6 days short of the 60 days. We have pleaded with CLV to allow us to have March as our last month. We are currently dealing with a cockroach infestation at our apartment and its disgusting and unhygienic. We want to get out of here as soon as possible. We have found another living situation and can not pay the first and last month's rent there plus our old apartment rent just because we are 6 days short, I have emailed customer service and no one has replied. I have spoken to Burlington office and they couldn’t care less. The cockroach infestation affects us mentally, we can not sleep and are constantly worried about our 2-year-old getting sick. We have had many issues with this apartment and want to leave on a good note. Please see attached photos of the cockroaches we find every morning

  

  Business Response

  Date: 15/02/2024

  Hi *****,

  Thank you for our conversation today. We're pleased to have reached a mutually satisfying resolution.

  Sincerely,

  Customer Answer

  Date: 16/02/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:02/01/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There is a cockroach problem here and I am also trying to move out as of the end of February under the impression my lease has been up for a while. Due to signing a year long lease. My original lease was dated for a year then something went wrong with it and it had to be resent and ************* sent one that I didn't notice was redated for over a year. I never ever asked for a lease over a year and one should never be given a lease longer than a year unless a resident is asking for one. **** had said that she would correct this but time went on and she is incredibly unreliable and she never sent the original contract back. Now a lady named ****** is trying to keep me in the lease meanwhile I cannot afford the rent and they are taking me to the landlord ******* board at the end of January. This makes absolutely no sense what so ever. CLV ARE CON ARTISTS. I was promised a double sink when I moved in I never got that I had such bad water pressure I had to go out and purchase my own shower head to get better pressure. The first 2 months I lived here I didn't have hot water and the maintenence person told me too bad so sad we all don't have hot water we do have the new tank but it needs to be installed. This has been the worst apartment I have ever lived in literally dog f**** in the hallway on the steps outside absolutely every where and they don't clean it up. The main floor smells and has smelled of cat urine since I moved in and all they do is put in an air freshener to try to kill the smell instead of dealing with the issue it's been horrible. The washer and dryers have taken my money and not worked more times than I can count and it's more of a hassle than it's worth to try to get your money back I am probably owed triple digits by now with how often it's ripped me off.

  

  Business Response

  Date: 04/01/2024

  Hi,

  We are truly sorry to hear about your experience. We genuinely regret not meeting your expectations. As this matter is under consideration by the landlord and tenant board, it wouldn't be appropriate for us to provide further comment at this time.

  Sincerely,
  

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21087926
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 7th of this year I had a payment bounce due to a lack of fund for my rent, I had sent the money for rent plus an additional ~***** as a payment to overdue utility bills from the year. I had received an email from the accountant that looks after this location about the payment that was suddenly ~$300 higher as they decided to bill me for the full balance of both the utilities, rent, and the *** fee they have to pay. The accountant denied that I had agreed over the phone with her the prior moth that I was making payments with my rent to pay that off and could not pay both balances at once. I had escalated the problem to her superior who assured me that for the few months as I choose that I could make online payments by the end of the month with the additional ~*****. We had made that agreement and the supervisor or manager assured me that I am no longer on the automatic payments, the accountant taking care of this location will no longer reach out to me and I will only hear contact from the manager or supervisor. Satisfied I fully agreed to this. On December 2nd my account is locked because I am massively overdrawn due to an automatic charge from CLV group. Seemingly the agreement I had made over the phone was null and void. I contacted the Supervisor to ask what happened and how do I resolve this as I now have to wait until December 5th to have access to the funds I used to have minus my banks *** fee. They have not made an attempt to call and resolve the issue as I stressed the urgency of the situation. I would like them to credit my rent for this month and allow me to do online payments for Q1 ****. After I will return to the automatic withdrawal. I will pay off the balance of the utility charges in exchange for the credited rent.

  

  Business Response

  Date: 15/12/2023

  Hi ****,

  We greatly appreciate your participation in the discussion with our team last week to address any concerns and extend our sincere apologies for any inconvenience experienced. We were pleased to offer our assistance and effectively resolve the matter to meet your satisfaction. Thank you again for your cooperation.
  

• Initial Complaint

  Date:16/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **Summary of Complaints Against CLV Group**I. **Elevator Issues** - Over the past ***** months, our building's sole elevator has been continuously out of service. - Despite a notification of replacement in April 2023, there's been no official communication on when it will be functional. - Lack of elevator service has caused significant inconvenience, especially for elderly tenants and families with children.II. **Security Concerns** - Building security remains inadequate, with doors that can be easily opened without a key fob. - Unauthorized individuals have free access, leading to disruptive incidents and package theft. - Urgent request for comprehensive security measures, including a secure package room, additional cameras, and door repairs.III. **Safety Hazards** - Roof leaks during rain caused hazardous flooding on stairways. - Delays in addressing the issue raised concerns about safety. - Urgent need for timely response to maintenance and repair issues.IV. **Electrical Problems** - Faulty electrical system limits the use of multiple appliances simultaneously. - Disruption of daily activities and quality of life. - Urgent request to address electrical issues promptly.V. **Garage Access Issues** - Tenants with designated parking spots face obstacles due to obstructions in the driveway and garage entrance. - Unauthorized parking in the alleyway leading to the underground parking garage. - Proposal for a fob-activated gate to restrict access and clear signage for authorized parking.VI. **Building Hygiene** - Building maintenance is unsatisfactory, leading to subpar hygiene. - Cluttered corridors, dirty floors, and unpleasant odors. - Request for prioritizing cleanliness and upkeep.VII. **General Construction Disruptions** - Roof repairs generated excessive dust, exposed asbestos, and constant noise. - Continuous renovation work causes excessive noise, making it difficult for tenants to work from home. - Air quality compromised due to workers smoking. - Request for adherence to noise regulations and smoke-free policies.VIII. **Hot Water and Water Quality** - Frequent days without hot water and poor water flow. - Rust observed in the water supply. - Urgent request to address recurring water issues promptly.IX. **Heating Problems** - Negligence in ensuring the heating system operates during cold weather. - Tenants resorting to stand-alone heaters. - Urgent request for proper heating system functionality.X. **Fire Alarm System Issues** - Persistent defects and faults in the fire alarm control panel. - Concerns about reliability and effectiveness. - Urgent request for resolution, including inspections, repairs, and upgrades. - Request for regular maintenance and testing to ensure compliance with safety regulations.Considering these grievances, I am requesting fair compensation of 50% off my monthly rent for the periods of months without the elevator (almost 6 months as of this writing) to address the inconveniences, breaches of our rights, and the overall failure to provide a habitable living environment.

  

  Business Response

  Date: 17/10/2023

  
  Dear ******,
  We appreciate your patience and your dedication to making our community a better place. We understand that recent issues in the building have caused some inconveniences, and we want to take this opportunity to provide you with an update on the various concerns you raised in your recent letter.
  Elevator:
  The replacement of the elevator commenced at the beginning of May 2023. We acknowledge the problems experienced in the months prior, which prompted this change. We have been diligently communicating with residents whenever we receive updates from the vendor. Additionally, we offered a ****** service to assist residents on higher floors, but we received only one call for this service.
  Security:
  In August, a new steel frame and door were ordered for the back entrance to enhance security. A parcel locker has also been added in the lobby to secure packages and we are working to improve security further by adding a new intercom system and double-fobbed doors at the front entrance,expected to be completed in November.
  Safety Hazards:
  The leak from the roof has been addressed by a plumber and roofing team, ensuring the safety and integrity of the building.
  Electrical:
  Given the age of the building, there may be limitations on running multiple electrical appliances simultaneously. Upgrading electrical in occupied apartments can be intrusive and challenging, but we are making efforts to improve this aspect wherever possible.
  Garage Access:
  We have proactively engaged with various authorities,including the city of Westmount, the police, and local businesses, to resolve the issue of garage access. While the proposed gate solution may present complications, we remain committed to finding the most suitable resolution.
  Building Hygiene:
  We understand that ongoing construction work generates more dust than usual. We have enlisted additional cleaning teams to mitigate this issue and maintain a clean environment within the building.
  General Construction Disruptions:
  All construction work is scheduled within acceptable hours,and we are working diligently to minimize disturbances. We refrain from working on weekends to ensure your comfort.
  Hot Water and Water Quality:
  We provide advanced notice when water cut-offs are necessary. Due to the building's aging infrastructure, such interruptions may occur. Discoloration of water after a cut-off is a common occurrence and is typically temporary.
  Heating:
  We have recently installed two brand-new heating boilers and pumps to improve heating efficiency and overall comfort for our residents.
  Fire Alarm Issues:
  To ensure your safety, our fire safety vendor conducts regular inspections to ensure that *************** systems are in proper working order.
  We hope this response adequately addresses your concerns and provides assurance that we are actively working to resolve the issues you've highlighted.
  Please reach out to us directly should you have any further questions or require additional information. Your comfort and satisfaction are important to us, and we are committed to continuously enhancing your living experience within our community.
  Thank you for your understanding and patience.

• Initial Complaint

  Date:16/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rent an apartment from CLV group on the top floor of a 6 storey appartment building in Westmount. I have one artificial hip and 8 artificial toes. We have had no elevator for 6 months, no heat for 10 days, there is prostitution and drug dealing going on 24/7 on the second floor, the building is very poorly maintained and filthy . There is very little communication from the landlord and deadlines for repairs have all come and gone. We created a tenants association and we are filing a complaint with the legal authorities in ********. Women and children are afraid to walk alone in the building, the police have been called numerous times. There is a total lack of empathy from CLV and many void promises. We keep receiving emails from CLV offering us 1/2 months rent off if we refer a friend . Total lack of professionalism and lies to would be new tenants about the care the company has for its tenants. Im too old to be bitter but this is a prime example of a business that will do anything , including lying , to make money. The last few days the temperature inside appartments in the building was +9 C and not a word from CLV except pressure to raise rents,?

  

  Business Response

  Date: 17/10/2023

  Hi,

  We want to sincerely apologize for the inconveniences you've experienced.

  The elevator replacement and other necessary work were indeed essential. We have had a ****** available to assist residents during this challenging period, and we are working closely with trades to ensure that all repairs and improvements are completed as quickly as possible. We truly appreciate your patience during this time.

  Your satisfaction and well-being are important to us, and we are determined to improve your living conditions and the overall experience in our community.

  Sincerely,
  

  Customer Answer

  Date: 17/10/2023

   
  Complaint: 20738926
  
  I am rejecting this response because the response is generic and to this day there has been very little communication or demonstrations of empathy from CLV to tenants . 
  
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A few months ago I signed a 1 year lease with CLV Group for a 1 bedroom/1 bathroom apartment effective April 1st '23. The rental rate is a whopping $3,000/month + $50/mo for a parking spot. While this is certainly outrageous, it is not the problem. The problem is that, in the very short time since moving in, I have experienced countless issues and the property management company has been nothing but apathetic, unresponsive, and neglectful. These issues include but are not limited to: 1. My patio door did not close when I took over the lease which obviously delayed my move-in as I was unable to lock or even close the patio door for several days. 2. Heat did not initially work upon moving in. 3. The garage fob I was originally issued did not work and caused a great deal of dysfunction, stess, and inconvenience to say the least. It took 6 weeks of me disputing/pleading with them to give me a working parkade clicker + TWO battery changes on my end before I was finally issued a working one. 4. Since the day I moved in I have faced ongoing intimidating and harassment from the male neighbour living above me who is also a problem for the entire end of our building as he regularly acts erratically and is very loud/disruptive, typically late at night. 5. And the reason for filing this complaint: I have been dealing with an ongoing leak in my bathroom ceiling for 6 weeks 6 WEEKS AND COUNTING and, again, CLV Group has been neglectful and incredibly unresponsive. This leak was not only caused by the problematic tenant above me but is also due to his toilet... a health risk and biohazard to be sure!! The leak is situated directly above my own toilet which means there have been multiple occasions over the course of this leak where I've been unable to use my bathroom, specifically my toilet. It is NOT OK to charge someone an exorbitant $3050 a month and then leave them with NO TOILET in a situation where their health is repeatedly at risk and their property being damaged!!!!

  

  Business Response

  Date: 06/09/2023

  Hi ******,

  We sincerely apologize for the inconvenience you've experienced. Your feedback is of great concern to us, and we deeply regret any issues you've faced.
  Our team takes these matters seriously, and we will be reaching out to you directly to discuss your concerns in more detail and work towards resolving them promptly. Your satisfaction is important to us, and we are committed to addressing and rectifying the issues you've raised.
  Thank you for bringing these matters to our attention, and we appreciate your patience as we work to make improvements.
  Sincerely, 
  
  

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20554056
  
  I am rejecting this response because:

  I still have not heard from a SINGLE PERSON in response to this. No Landlord or acting Property Manager has reached out to me and NO ONE from the CLV Group office has returned any of my MANY calls. I have called all of the numbers provided to tenants countless times, have left voicemail messages and have pressed 1 in request of a callback nothing from anyone.

  I severely reject your claim that you are "concerned" and that you take these issues "very seriously" as it's abundantly clear at this point that you most certainly do not. At the very least, it's been 2 weeks since I reported the latest evolution in this ongoing biohazardous leak saga (on August 28th) and have, like I mentioned, followed up numerous times. But still, no one has cared to connect with me via phone or even email. Unacceptable. 

  Sincerely,
  
  ***************************

  

  Business Response

  Date: 17/09/2023

  Hi ******,

  We want to assure you that our team has since been in touch and is committed to resolving the ongoing issue promptly. Restoring your confidence is a top priority for us. Please continue to work directly with our team to address your concerns, and we will do everything in our power to make things right.

  Sincerely,

  Customer Answer

  Date: 19/09/2023

   
  Complaint: 20554056
  
  I am rejecting this response because:

  You are correct in that I was contacted by phone by an Administrator, ******, on Wednesday, September 13th. It was nice and a genuine relief to finally speak with someone (emphasis on *FINALLY!!!*) and he took the time to hear me out, understand my concerns, and empathize with the endless and ongoing challenges I've been dealing with. That said, there were a few ***** left in his court at the end of our conversation and he promised me that he would be in touch to follow up. Well it's been nearly a week and I have not heard back from him. Given that and considering CLV Group's history of unresponsiveness and apathy, I am not at all confident that I will be hearing back from him with the answers that I need, if at all. This is why I have chosen to reject the latest reply. I am unwilling to close this complaint case until an ACTUAL resolution has been reached. An empty promise of resolution from CLV Group holds absolutely no credibility and is not something I'm interested in. I suggest you reach out to ****** for an update as to where things were left at the end of our call.

  Sincerely,
  
  ***************************

  

  Business Response

  Date: 25/10/2023

  We are not aware of any further maintenance issues in this suite.  In addition, we have received communication from the resident thanking us.

   

  Please have ****** confirm that the matter has been resolved.

   

  Thanks

   

  RoseanneMacDonald-*******

  CommunityRelationsManager

  
  

  Customer Answer

  Date: 25/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************