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:21/07/2023

  Type:Customer Service 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.

  July 13, 2023
  After visiting apartment rentals of the CLV Group in Oakville, I put through an Application online for *** ***** ****** **** ***. I had to make a deposit of the full month's rent plus parking for this unit , $2864 on my credit card before proceeding with this Application. On page 4 there was a glitch which did not allow me to "continue" online. In the afternoon I contacted administration to notify them of this problem. The rental agent contacted me and filled the missing information at her end. I never received a copy of this completed application. On July 17, I decided not to pursue the Application for rental. I wrote the following: "Unfortunately I cannot move forward with the application for lease of *** ***** ****** **** ***. After sleeping over this difficult decision I realize that my income is not enough... Would you kindly help me with the process of retrieving the deposit that was needed to make this application. Their response: We are disappointed to hear that you will not be moving into your new home as of July 28th, 2023. To mitigate any loss, we have immediately notified our Community Leasing Agents of this availability. Our focused team will make every attempt to re-rent your home for July 28th, 2023.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. I have emailed and spoken to the Hamilton-admin office and the Oakville-admin office. I have requested a full refund. CLV considers this Application as a binding contract.
  I NEVER SIGNED A LEASE. An application cannot be legally considered a binding contract.
  I am requesting a full refund.

  

  Business Response

  Date: 21/07/2023

  Hello,

  We were disheartened to learn that you have decided not to move forward with the apartment.

  We were disheartened to learn that you have decided not to move forward with the apartment.

  
  Please be assured that we have initiated the full refund process for your initial payment, and the amount will be promptly returned to the original payment method.

  Although we will miss the opportunity to have you as a resident, we genuinely appreciate your interest in our apartment community.

  Once again, we apologize for any disappointment and wish you the best in your apartment search.

  Thank you for considering us, and we hope you find the perfect home that meets all your needs and expectations.

  
  Sincerely,
  
  
  
  

  Customer Answer

  Date: 21/07/2023

  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20355921, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ****** ********
  

• Initial Complaint

  Date:13/07/2023

  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.

  I was notified that I needed to provide proof of insurance to maintain my tenancy. Your digital portal did not allow verification for my insurance provider - ******** *********. I have submitted proof of insurance on four separate occasions over the last three and a half weeks. I understand that the first attempt was blurry, however, this could have been rectified if your staff opened the initial email and responded to them in a timely manner. I was accused of not actually attaching the documents on two separate occasions, despite this being in one single email thread. Communication has been an ongoing pattern in the Stratford Office in all forms of communication including phone calls, unanswered voicemails, and in-person conversations.
  
  To get a response in regards to a rent issue, I was not acknowledged until I left a poor google review. It appears that their reputation and money is all this company cares about.

  

  Business Response

  Date: 13/07/2023

  Dear *******,

  We are writing to extend our sincerest apologies for any inconvenience caused by a recent transmission error relating to the insurance confirmation.
  As a follow-up to our email sent to you today regarding the same matter, we wish to formally acknowledge the receipt of your insurance information. While we appreciate your prompt action in providing the necessary details, we regret any inconvenience this may have caused.
  Sincerely,
  CLV Group/Interrent REIT

  Customer Answer

  Date: 14/07/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20317067, and find that this resolution is satisfactory to me. Upon receiving notice that I had filed a complaint with *** CLV promptly responded. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:20/04/2023

  Type:Customer Service 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.

  Landlord is refusing a lease transfer.
  I asked to get papers on a lease transfer and they flat out refused the transfer without any good reason. I know this is against the law so I called to explain and tayna the admin started fighting with us. Stating they will not accept but will give us 60 days notice. We do not want that. She then proceeded saying that they will do a termination so the lease can be at market value. They are just trying to get more money.
  
  This all happens april 19th & 20th 2023
  
  We have a good candidate willing to takeover our lease. There should not be any issue

  

  Business Response

  Date: 21/04/2023

  Hello,

  We are writing to you in response to your recent communication with the ****** ******** ****** request for a lease transfer.

  After careful consideration, we have made the business decision to decline your request. You may vacate with 30 days' clear notice, and all obligation to the apartment will end at that time.

  We understand that you may be disappointed with our decision, and we want to express our sincere apologies for any inconvenience this may cause. We assure you that this decision was made after thorough deliberation and was not taken lightly.

  We want to emphasize that this is a business decision, and it is not a reflection on your tenancy. We appreciate your cooperation during your tenancy, and we hope that our working relationship will continue to be positive.
  We understand that this may not be the outcome you were hoping for, but we hope that you can understand and respect our decision.  

  Should you have further questions, please do not hesitate to contact us directly.

  Thanks,

   

• Initial Complaint

  Date:03/04/2023

  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.

  So I responded to an ad on ****** about a parking space #8 at *** ******** and was told it was available immediately, so I signed a lease and paid $348.39 for first and last month and then a $50 deposit for the parking tag. For a whole week straight I wasn’t able to park in said parking space and the options they did provide me with also had someone else in it. They offered me another lease which was a few blocks away and I declined because it was too far from work. I signed for this spot cause it was close to work. We’ve been emailing back and forth that whole week. I went into the office handed my tag back on March 13th and was told that I would get a check of a full refund by March 17th. I was then told by email that I was informed wrong, and that I need to give a months notice. They had taken my tag, refused to give me back my tag that says I can park there and now they are telling me I have to pay for that month. It’s April 3rd and I still have no check and they haven’t responded to the several emails I have sent.

  

  Business Response

  Date: 04/04/2023

  Hi *****,

  Thanks for sharing your experience with us and we regret to hear that the parking situation did not work out.  We are sorry for any misunderstanding.

  We understand that the refund was issued and returned to you.

   

  Sincerely,

• Initial Complaint

  Date:27/03/2023

  Type:Product 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.

  Hi, we applied a rental application at clv group trenton. And the application got approved. But we decided to cancel our plan to rent that unit. They charged us the deposit amount of around $1900 and now they are saying that they will hold the payment until they find someone else for the apartment. We did not even sign the lease. And then also they will not refund the full amount. They say that the property was going to be rented on 10th april if they dont find any tenants before that they will charge us for the loss of revenue. They have not mentioned anything in their policy. This is completely unfair. They said that the admin fees of $300 will be deducted and rest will be refunded. I dont think $300 is a small amount and it is unfair to charge us for just the application. Tenant should have right to decline the application at any time before the lease is signed. This is clear force just to make more revenue and loot the clients.

  

  Business Response

  Date: 29/03/2023

  Hi,

  Thanks for connecting with us, and for speaking with me today regarding a resolution.

  We look forward to meeting your satisfaction.

   

   

  Customer Answer

  Date: 29/03/2023

  
  
  Complaint: 19859438
  
  
  
  I am rejecting this response because: i have not received any satisfactory response from their team yet. And i am not going to accept anything else before I receive the full refund.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 29/03/2023

  Hi *****,

  As we agreed by phone, we will issue a full refund.  We will be in touch again.

  Thanks, 

  Customer Answer

  Date: 30/03/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19859438, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:30/01/2023

  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.

  Clv group wrongly deduct rent from our account after we transferred the lease , we started the process of transferring the lease from December 2022, They confirmed on 2 ne Jan that lease is transferred and next day they deducted the rent from our account.
  After so Many follow up Montreal management told me that we already processed your refund now you have to contact with head office.I sent mails and make mate then 50 calls but not single one was answered as well as email.
  We are in financial trouble my wife is pregnant.
  Please help me to get my refund urgently.

  

  Business Response

  Date: 31/01/2023

  Hi,
  Thank
  you for communicating with me on January 30, 2023.  We sincerely apologize
  for this delay.  For clarification, the apartment was re-rented on January
  1, and it was too late to stop the pre-authorized payment on our end. The
  refund is currently being processed on a rush status and will be couriered to
  your home.
  We
  try our best to process refunds as quickly as possible and regret any
  inconvenience.
  
  Thanks,

• Initial Complaint

  Date:11/01/2023

  Type:Order 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.

  Hi, I had filled an application for a unit with the CVL group at **** ****** ** ****. They asked for a $500 advance with the application.
  
  I was approved, but decided I no longer wanted the unit as I felt like the unit quality and price did not match as I did further investigating. I did not sign the final approval contract papers.
  
  The company is now refusing to return the $500 advance/deposit saying it is for admin reasons. I offered to pay admin fees but I do not believe $500 is a fair admin price.

  

  Business Response

  Date: 13/01/2023

  Hello *****,

   

  Thank
  you for contacting us, and we regret that you cannot move forward with your new
  home under our care.  We look forward to your tenancy.
  We
  look forward to speaking with you further to reach a mutual agreement.
  Please
  get in touch with **************************************.
  Thanks, 

  Customer Answer

  Date: 19/01/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18723891, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:31/10/2022

  Type:Sales and Advertising 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.

  Oct 25 sent an email request to view unit. Appointment confirmed for Oct 26 at 11:00
  Oct 26 arrived for appointment. The unit was unavailable to show. Shown a 1 bedroom that in no way resembles the requested unit. Pics of the unit were sent. Filled out application with deposit.
  Oct 27 sent additional info
  Oct 28 application accepted. - lease to be forwarded for signing - not received.
  Oct 30 sent email asking to see unit prior to signing lease. - no response
  Oct 31 sent email that I no longer wanted the unit. Response back was I would be charged a pro-rated amount if the unit was not rented by Dec 1st, less a $300 admin fee. This is unacceptable I demand my deposit back. This all transpired in 3 business days.
  
  They are holding on to my $2879.00 deposit despite the fact I have not signed a lease.

  

  Business Response

  Date: 02/11/2022

  Hi *****,

  Thank you for connecting with us, and we are sorry to hear of your feedback.  We would be happy to further discuss the terms of the application that you had agreed to. Please do not hesitate to contact ******** ******* at ************************************** to further discuss.

  We hope to hear from you soon.

   

  Customer Answer

  Date: 04/11/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:18/10/2022

  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.

  CLV Group owes us a refund for one week of rent in August. We were informed we would receive a cheque in the mail in September for the one week of rent. Close to the end of September, we emailed to ask where the cheque is. They informed us it was not cut yet and we would have to pick it up later, to which I responded their property manager, **** *******, had said it would be mailed. They agreed to mail it.
  Yesterday, October 17th, I emailed again and asked when we would receive the the cheque and was told, "We are truly sorry for the delay it is taking. Rest assured that refund is requested, and we hope to hear from the refund department very soon to which we will connect with you as soon as we have an update." We are getting tired of waiting, and we wonder if they will mail the cheque at all, as the timeline has gone from early September from our initial interactions to 4-7 weeks, assuming from August when they informed us they owe us rental money, to unknown as of yesterday.
  
  Unfortunately, CLV Group has kicked us off their online payment and receipt platform so we can't see how much money they owe us.
  
  Thank you

  

  Business Response

  Date: 18/10/2022

  Hi *****,

  
  Thank you for connecting with us, and your frustration is
  understandable.  We are sorry to be the cause of this, as that is not our
  intent. We try our best to provide exceptional service and are disappointed
  that we have missed the mark.  We are actively looking into a status
  update of your refund, which will be mailed to the address we were
  provided with.

  You may also contact me directly at **************************************

  Thanks,

   

• Initial Complaint

  Date:14/09/2022

  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.

  Although my son and his roommate were moving out of their apartment unit in Stoney Creek on 08/31/22, and had already provided the last month rent at the time of move in (a year prior), their account was debited for August rent. We have been trying to obtain a refund for the past 6 weeks. The office manager for this site admitted this was an error on her part. I have been phoning the Stoney Creek office daily and keep getting the runaround. I try to call the head office in Ottawa, and nobody every picks up the phone. There is never a definite answer as to when the cheque will be sent and they won't deposit it back to her account. My son and his roommate also paid $65/mth each for parking which they were barely able to use due to ongoing construction. They have had to park on the street for the most of the year. This company is uncooperative, uncommunicative, and has no interest in providing true customer service. In this day and age $1980 is a lot of money to be out of pocket, especially when one has other bills to pay, including rent at their new house. Please help us in obtaining resolution to this matter.

  

  Business Response

  Date: 14/09/2022

  Hi,

  Thanks for connecting with us and we are very sorry to read of this.  We would like to review this immediately and make sure a refund is processed.  May we have the full address that this is concerning?

   

  Customer Answer

  Date: 14/09/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because: the CLV group required more info. The address in question is ** ******** ***** *** **** ****** *****
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 15/09/2022

  Hi,

  Thank you for providing the address.

  On behalf of Interrent Reit we deeply apologize for our mistake.  We have processes in place to ensure that these things don't happen, and it is evident that this time we missed the mark.  The refund is ready and will be couriered today to the address that was given to us.

  We hope that you will deem this action satisfactory.

  Sincerely, 

   

  Customer Answer

  Date: 16/09/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  
  we will not be accepting the resolution until the chèque is received  
  

  Also, we hope after having reviewed the numerous issues brought to your attention, practices will be implemented to:

  - answer the head office phones for all headquarters contact information  not once was my call answered  my voicemails were never returned

  - office administrator at ** ********** in Stoney Creek received daily calls from me and continued to give the me runaround with no resolution in sight until I placed the complaint  As she stated to us at the onset, this was her error  she should have taken prompt action and been persistent on the follow up  

  Although our issue will soon be resolved by receiving the refund, this does not mean the underlying issues have been addressed

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