UPDATE: WITH NEW MANAGEMENT PERHAPS THIS PLACE HAS A CHANCE. ALYSSA WAS ALWAYS WONDERFUL AND PERHAPS THE NEW MANAGER WILL FINALLY TAKE CUSTOMER SERVICE SERIOUSLY.

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I was a tenant at VVM for three years from 2005 - 2008. The review below is the best account I can give about the property, and I share it here so that others can judge for themselves whether or not to rent at this community.

First, the positives. This was one of the best places to live in Vancouver. Great units, reasonable rent, nice neighbors, well kept, and great staff.

Then there was quite a bit of staff turnover, and unfortunately the facility quickly began to decline. Upkeep wasn't nearly as good, rents rose quickly, and staff were downright rude and unhelpful.

I had my fair share of problems with the community: being accused of being over $3000 past due in rent (later identified as an IT issue and my account verified as current and paid in full); misinformation from staff on unit rental rates (my lease renewal rate was significantly higher than for new applicants); a mid-lease addition of a "mandatory" cable tv charge (later rescinded until lease renewal due to resident complaints); perpetually broken tanning bed; and generally unhelpful and rude staff. The culmination of my experience, however, was upon move out. Below is taken directly from a letter I wrote to Riverstone/HSC, to which I only received an apologetic, 2-sentence reply after repeated follow-up emails:

"Finally, there's my move-out experience. I went into the office and spoke to Alyssa, the leasing agent, about terminating my tenancy. She had me fill out the notice to vacate form. I then asked what I needed to do to move out, cleaning, utilities, etc. She explained about the utilities and said I had to have all the trash out of the unit, and that it should be cleaned. No mention of the carpets and/or a professional cleaning needed. At the same time, I made an appointment for May 31 to do a walkthrough, my last day of tenancy, with them to ensure everything was to their satisfaction.

The day I vacated, I did the walkthrough with Alyssa. She said the place looked "great, considering I had been there three years", that it "looked clean", and that I'd definitely get my deposit back. In fact, she took down my forwarding address "just to make sure we can get your check to you".

Imagine my surprise when I got a letter from HSC stating that not only would I not receive my deposit back, but that I had a balance owing of $18.64' Not a large sum, certainly, but combined with the $210 I had on deposit, I'd have been giving up the (significant to me) amount of $228.64. Immediately I called VVM, and got Alyssa. She was surprised at my letter, but couldn't answer any of my questions since Jolene (who was NOT at my walkthrough) filled out the paperwork. Alyssa said she was confused and would talk to Jolene on my behalf - it was clear that I was due my deposit. I asked specifically what needed to be done, followed the instruction to the letter, did a walkthrough where I was told it was all "great", and to expect my deposit via mail. I can't imagine how I went wrong, especially since an HSC staffer told me flat out at my exit walkthrough that everything was fine'

I called the next day and spoke to Jolene. To be polite, I asked if it was a good time to discuss the issue. She said it wasn't, that she had someone else waiting in her office. I said I understood, and would happily call back when convenient. She agreed and asked me to call back 10 minutes later. I did as she requested, and started asking questions about what I'd done wrong. She could or would not answer any of my questions adequately. She said carpet cleaning is a tenant expense and that "I would have been smart to read my lease". Actually, I have read my lease, and I can't see anywhere a statement that says "tenant is responsible for having carpets professionally cleaned before vacating premises" or the like. Section 8 does state the tenant has the right to have the carpets cleaned, but it isn't required. I also realize it states that the owner can use some of the deposit to do so, if necessary. However, it explicitly states "less minor wear and tear" which is the condition in which I left my carpets. They weren't new when I moved in, and in three years they did experience additional wear, as any carpet would. I had paid a move in fee initially in part to cover just such an expense, and I understand VVM still does for new occupants. I would consider carpet cleaning a cost of doing business for VVM, and I'm uncertain why I'm on the hook for the expense. Even if so (which I disagree with), there's a rate sheet attached to my lease for cleaning costs, and the maximum carpet cleaning fee is $100. There's also a chart at the bottom indicating percentage reductions based on the age of the carpet. My "charge" was $180 according to Jolene. I can't fathom how this fee can exceed the maximum in the lease'

At any rate, Jolene couldn't address any of my concerns. In fact, in less than 10 minutes, she said she had "people in her office waiting" and that I'd have to talk to the "collections department" at the number on my letter, despite my having further question. After having arranged a specific time to speak with her, she showed no interest in helping, or even remaining on the line. Once again, I was totally offended. Her attitude my entire tenancy was one of impatience and unhelpfulness, and I guess I shouldn't have expected it to have been any different when I moved out.

So, I called the main HSC number and talked to a delightful woman, Shawna, about my carpets. In doing so, I shared my overall experience, and it's at her request that I've actually written to you. Shawna waived the $18.64 bill, and promised to send a new invoice showing no balance due. Unfortunately, this has yet to arrive and I'm concerned I still have an outstanding balance with HSC. Can you, at the least, confirm somehow in writing that I have no balance due'"

Overall, I'd never rent from HSC Riverstone again. Due to personal circumstances, I'll be unable to buy a house for some time, but I'll never consider one of your properties again. Nor will I ever be able to make a recommendation for one of your properties. I've never been as humiliated or offended by someone in a service industry as I have been with your Property Manager, and honestly I feel like I've been taken advantage of with respect to my security deposit and the carpet cleaning. I'm letting you know all this because one of your staffers requested that I do so, as she was appalled, at HSC's behalf, on how I was treated."

In summary, I'd never rent from an HSC Community again, nor would I ever recommend this property to anyone. It is clear that management does not value their tenants, and in fact would rather take advantage of them wherever and whenever possible. It's a great community, unfortunately the staff and management company ultimately made it an unbearable place to live.

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