Elmridge Gardens - CLV Group

On a fait la connaissance de Autumn du groupe CLV, elle a une approche super-professionnelle elle nous a assisté de trés prés pour remplir l'application et a donné tout son temps Nous attendons impatiament que notre "application" soit validé pour qu'on puisse faire partie de cette belle famille CLV.
Merci
Dany Ghanem

We had the amazing chance to cross Autumn when we were looking for a place to call home. We couldn't think of a better person to help us on our journey and we definitly recommend CLV group services thanks to her kindness and availability!

They messed up three times with my booking to view a place. I showed up each time and got a different excuse for why it couldn't happen. I drove half an hour each time with a baby. Super disorganized and not good service.

This is review is split into sections as I have had a mixed experience with CLV Group so far.

Part 1 - Autumn and Local Maintenance Staff - 5*
Part 2 - CLV Group - 3*
Part 3 - Property - 5*

Part 1:
Autumn was our local leasing agent for Elmridge gardens. She conducted the viewing of our prospective house and was professional and informative throughout. Her communication was excellent. She was very prompt in responding to our questions and provided us with exactly the answers we asked for. In addition to this she really went the extra mile, helping to get us settled in as we were moving from out of province.

The local maintenance staff led by Marc also deserve specific mention. CLV requires that you sign up to a portal in which you can submit maintenance requests, with options for varying levels of urgency. I submitted an urgent request and received a call within minutes from Marc to assess the issue, and a member of his team arrived within a few hours to remedy the situation.

Part 2:
Once we had signed our lease Autumn was no longer our point of contact and we instead had to communicate with a Leasing Admin. At this point it felt as though communication dried up. It took days to receive any response and the replies were sometimes vague or not relevant to the questions asked.

Part 3 - The unit itself however is great. It is spacious, the appliances and floors are brand new, the walls were freshly painted before we moved in and the neighbourhood is fantastic.

To summarise - the local staff and the unit itself are great, but the speed and quality of communication seems to drop quite steeply once you are handed over to a Leasing Admin.

Tout d'abord j'aimerais rendre hommage à Stéphanie O'Halloran qui nous avait parfaitement guidé et orienté tout au long de la procédure de location. Nous avons beaucoup apprécié son professionnalisme, sa disponibilité et sa réactivité. Elle mérite plus que 5 étoiles pour ses qualités de communication et d'échanges. Ensuite nous avons été bien accueilli par Marc lors de la remise des clés et avons beaucoup aimé notre nouvelle maison, le voisinage ainsi que la localisation. Nous sommes des clients très satisfaits et recommendons Elmridge Gardens - CLV group pour toute famille qui débarque à Ottawa.

Stephanie did an exceptional job when my wife and I were looking for a home earlier this month. She was able to arrange for a visit on VERY short notice (same-day) due to the urgency of our situation, and was tremendously kind and helpful in answering all of our questions (including follow-ups over the weekend!) and helping us make arrangements with the company. She's magnificent!

Mike Agar property manager has been outstanding. I have had excellent service and maintenance. Great communication and reliable staff. We have a wonderful community with Mikes management skills.

Edit: Full disclosure I was contacted 3 days after writing this by the property manager and asked to remove my review because he believed he was never notified of issues with our unit before this. I went back and confirmed that all maintenance issues we had he was CC'ed on. He either chose not to open or read those emails, or failed to oversee his staff adequately. In either case the issues below still remain unsolved.

I wish I could give different ratings for different steps in the renting process, the customer care coordinators are fantastic people to deal with.

However.

Construction/Maintenance Issues!

Our problems began on the day we moved in. Our unit was so "recently renovated" that the contractor and his staff were still working on it when we moved in June of 2018. The kitchen and bathroom were unfinished missing doors and handles. The grout in the kitchen tiles wasn't finished (and still isn't 2 years later). We had missing window panes in the living room, kitchen, and master bathroom, we were told to expect all of the windows to be replaced within the first year but are still waiting even with the units around us being upgraded. The air vents were filled with trash (fast food bags, wrappers, and drinks). The unit overall was unclean from the construction they were doing, which we had to take care of ourselves.

We had issues when we had a maintenance request open where no one would actually show up, to the point we had to get a security camera because the staff didn't believe us. When they did show up, often times they wouldn't have any tools or no experience with the issue and would leave for several hours or not come back at all.

We'd get entry notices less than 24 hours in advance, for a time window of 10 hours, one time they even wanted a 48 hour time window to enter our unit!

We didn't have any hot water for a week in August of 2019. The technician they sent didn't know how to read the error codes from the controller on the water tank, we had to troubleshoot it ourselves.

We had ants coming in the front of our unit because the seal around the window was non-existent. The staff member who came; looked, saw the ants, said he needed to get tools, and never came back. We ended up dealing with the ants but the property manager said he'd have someone reseal with caulk around the window. This work order is still open from June of 2019.

Billing Issues!

The electricity is sublet through a 3rd party, and our average usage was ~530kWh. We had 2 instances of high power usage. The first power bill in our unit said we had used 1779.6220 kWh, more than 3 times our average usage. They refused to work with us on resolving why it was so high. We were told months later this was because we had also been charged with the consumption from the contractor in the unit.

The second instance was January 2020 when we got a bill for 977.8315 kWh. This time I got the actual meter reads which turned out to be 552.78 kWh. Both CLV Group and the 3rd party company recognized the over charge but they place the blame on the other to correct leaving us with no resolution.

All in all, avoid renting here at all costs. Maintenance issues go unresolved for years and you even up having to troubleshoot and fix them yourself.

Edit: Full disclosure I was contacted 3 days after writing this by the property manager and asked to remove my review because he believed he was never notified of issues with our unit before this. I went back and confirmed that all maintenance issues we had he was CC'ed on. He either chose not to open or read those emails, or failed to oversee his staff adequately. In either case the issues below still remain unsolved.

I wish I could give different ratings for different steps in the renting process, the customer care coordinators are fantastic people to deal with.

However.

Construction/Maintenance Issues!

Our problems began on the day we moved in. Our unit was so "recently renovated" that the contractor and his staff were still working on it when we moved in June of 2018. The kitchen and bathroom were unfinished missing doors and handles. The grout in the kitchen tiles wasn't finished (and still isn't 2 years later). We had missing window panes in the living room, kitchen, and master bathroom, we were told to expect all of the windows to be replaced within the first year but are still waiting even with the units around us being upgraded. The air vents were filled with trash (fast food bags, wrappers, and drinks). The unit overall was unclean from the construction they were doing, which we had to take care of ourselves.

We had issues when we had a maintenance request open where no one would actually show up, to the point we had to get a security camera because the staff didn't believe us. When they did show up, often times they wouldn't have any tools or no experience with the issue and would leave for several hours or not come back at all.

We'd get entry notices less than 24 hours in advance, for a time window of 10 hours, one time they even wanted a 48 hour time window to enter our unit!

We didn't have any hot water for a week in August of 2019. The technician they sent didn't know how to read the error codes from the controller on the water tank, we had to troubleshoot it ourselves.

We had ants coming in the front of our unit because the seal around the window was non-existent. The staff member who came; looked, saw the ants, said he needed to get tools, and never came back. We ended up dealing with the ants but the property manager said he'd have someone reseal with caulk around the window. This work order is still open from June of 2019.

Billing Issues!

The electricity is sublet through a 3rd party, and our average usage was ~530kWh. We had 2 instances of high power usage. The first power bill in our unit said we had used 1779.6220 kWh, more than 3 times our average usage. They refused to work with us on resolving why it was so high. We were told months later this was because we had also been charged with the consumption from the contractor in the unit.

The second instance was January 2020 when we got a bill for 977.8315 kWh. This time I got the actual meter reads which turned out to be 552.78 kWh. Both CLV Group and the 3rd party company recognized the over charge but they place the blame on the other to correct leaving us with no resolution.

All in all, avoid renting here at all costs. Maintenance issues go unresolved for years and you even up having to troubleshoot and fix them yourself.

Great value. Awesome, friendly and quick service (repairs etc). Parking spaces are a little tight though.

Daphne was very helpful, professional, and responsive. I was definitely glad to work with her. The area is quiet and nice to live.

Daphne was very helpful and professional in getting everything set up. There were a few hiccups on move-in, but Sean (the on-site Manager) more than made up for that and we are very happy in our fully renovated home.

CLV Group has been very welcoming and friendly with me and my husband. We absolutely love the townhouse we recently moved in to - renovated, spacious, and surrounded by a lot of grass and sidewalks for our two dogs. I would definitely recommend renting with CLV Group - Daphne, Taelor, and Sean have all been so friendly and informative.