ComplaintsforVista Credit Corporation

• Initial Complaint

  17/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Friday April 12th, called Vista for a faulty water heater. **** **** technician came in and deemed it rusting out and leaking, needed replacing. Left message with Vista. Never returned the call. I had a local restoration crew in to remove the laminate flooring and subfloor and started drying the basement which saw flooding in roughly a third of the floor. Called Vista on Monday to have the contract ended and the leaky unit removed. They said they would call back that day. They did not I called Tuesday and got the same answer, we will contact you before the end of the day. No call. Today, I contacted the ‘service agent’ again and was put on hold. Eventually I was told that the contract would be terminated. I asked who will remove and dispose of the faulty leaking equipment. They informed me that the removal and cost were on me. I then asked, what if I want you to replace the unit according to the contract? The response was that I could, but I would have to enter into another multi year contract. I directly asked, “Are you saying that Vista will not honour the existing contract. After some silence, the answer was yes, they will not honour it. The removal and disposal will cost me roughly $300, not including the $1,000 deductible for the wrecking crew this past Friday. I’ve already purchased a new heater and am having it installed whenever the old leaky unit is removed. Scheduled removal for Friday. Originally, they wanted me to pay out the unit to the tune of $500, before they would do anything. I haven’t even begun to cost out what the new flooring and subflooring will cost yet. I just want to be reimbursed for the cost of the removal, which I believe is their responsibility.

  

  Business response

  29/04/2024

  Hello Mr. ********,

  We have been reaching out to you to help with the removal of the tank. Could you please let us contact you directly in order to resolve the situation. If you have already removed the tank we would like a copy of the invoice to be able to approve for any kind of reimbursement.

• Initial Complaint

  02/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Vista Services took over the water heater rental contract from ****** ******** some time ago (not sure when) and ******** *** is no longer hosting on their billing platform as of Jan 1, 2024, third-party billing for Vista. My contract for 10 years began Feb 2014 and should have ended Feb 2024, but Vista employees that I've been able to speak to say that I owe to August, and extra 6 x $34.08 = $204.48, and Vista has threatened in writing, sending the outstanding amount to a collection agency. **** **** ***** **** ******* ********* **** *** **** ***** ** ******* ** ******** ******* ********* **** **** ******** *** *** ****** **** **** ** **** ** * ********** ******* ** ***** ******* **** ******** ********** *** ******* ** *** ******* ****** *** and then an outstanding $60 on our credit file nearly upset a refinancing of our home in Jan of this year. I had to pay off the collection agency even though the bills were for several months of "service provided" after we had given notice in writing to stop. I don't know how this system works but I think it's wrong that a company can lien you without a proper day in front of a judge or equivalent. And I don't want Vista to do the same thing to us now. They're hard to reach, they're ignoring what I'm telling them, and their employees don't have authority to override what is written somewhere on their side that I owe until August. **** ******** ***** ****** * ** ******* ************* ** **** * ***** ***** ***** ****** * ***** ***** ********* ********** **** **** *** **** ******** ** *** ******** ******* **** ***** ***** *** *** **** ** **** **** ****** ********** ***** ****** ******** ************ *****************

  

  Business response

  01/05/2024

  Hi *****,

   

  We sincerely apologize for any inconvenience you may have experienced with Vista. Our records indicate that the commencement date of your contract began in August of 2014 and thus the maturity date is in that same month of 2024. AS this was a contract that originated with ****** **** we cannot validate on our end that the payments began in February, thus we will require proof of payment beginning in February of 2014 to ****** **** in order to make the change in our records. The $820+HST buyout amount provided is calculated based on the methodology used for the ****** **** contract. Attached is a copy of the buyout schedule, which details how the buyout is calculated based on product type and contract year. The specific calculation is outlined on page 11_11_01, Year 9 PV 50 HWT Buyout, totaling $820+HST. We hope this helps in understanding the current situation. Please contact our customer success team with the necessary information and we would be happy to clear this issue up as soon as possible.

   

  Thanks,

  Vista Services

  Customer response

  01/05/2024

  
  Complaint: ********
  
  I am rejecting this response because there is an agreement that starts in February 2014 that should end in February 2024 and nowhere is there mention of a delay in the start of payments to August or that the period is anything but February 2014 to February 2024.  My proof is the terms of the agreement.  Vista's demand for payment and method of payment details appears to be a scheme intended to take advantage of customers who provide their information without checking their contracts.  It appears to be an illegal scam and should be stopped.
  

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

• Initial Complaint

  09/02/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have a central air conditioning unit, financed through Vista. The contract is for 10 years and will expire in July 2024. Monthly preauthorized payments are charged to my credit card in the amount of just over $42. May of 2023 my unit broke down. The provider who installed the unit visited to assess the situation in June. They made a number of visits between June and August, discovering the compressor was broken. However, the compressor could not be replaced as it is no longer manufactured. The provider communicated this back to Vista, but the issue still has not been resolved. Since the unit is still under warranty, they are obligated to fix it or replace it. I received a call from a Vista representative today, a man named ****. Although he acknowledges the unit cannot be fixed because of the compressor, he refuses to have another installed. He offered to let me out of the contract. I refused because I want the unit fixed or replaced because they have an obligation. He said he would authorize a new unit to be installed if I signed a renewed contract and an increase in monthly cost of over $70 per month. This is unacceptable. He said he would do nothing else and the issue stopped with him. I requested he escalate this to his superiors and he responded with silence. I would like the unit replaced regardless of whether my contract ends tomorrow or next year. The point is, they are in breach of an agreement, and simply don't want to spend the money installing a new unit because my contract ends in July. Please help. If they don't resolve this site will consult a lawyer and also call the *** **** to report on this on their consumer reports segment. Many thanks, ******

  

  Business response

  22/02/2024

  Hello ******,
  
  We apologize for any inconvenience you may have experienced. As the replacement part for your current piece of equipment is unattainable, the only option is to replace the unit with a different model. Seeing as it would be a different unit, this does not fall under our replacement coverage. Therefore, entering into a new contract that accurately reflects the equipment you would have is the only solution. To resolve this issue for you as soon as possible, we can offer to terminate your current contract and refund you for payments made from July 2023 to present. Please contact our customer service team as soon as possible to get this underway.
  
  Best,
  Vista Services

  Customer response

  29/02/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21270546, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  22/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Last month I had realized that I was still being charged by the company for the water heater. I believe the contract that was signed was for a term of 5 years, but it has now been 7. I have attempted for the past month and a half to get in contact with them to confirm this, to obtain a copy of the rental agreement, and to resolve this issue, but no one has responded for the past month.

  

  Business response

  02/02/2024

  Hello ******,
  
  We apologize for the inconvenience you may have experienced. Our records indicate that your agreement is for 120 months and a member of our team has also emailed your contract to the email on file. If you have any further questions or concerns please reach out to our customer service team.
  
  Best regards,
  Vista Services

• Initial Complaint

  16/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a rental contract with Vista Credit for a hot water tank. The original contract was initiated on September 23, 2014 and has a term of 120 months. The correspondence received from Vista Credit indicates that they provide a parts and labour warranty for the term of the contract. The hot water tank started to lose efficiency and we contacted Vista to determine the cause. They arranged for a service contractor to inspect the tank. The contractor has indicated that the tank requires replacement. Vista Credit is indicating that they will not replace the tank because there is less than a year on the contract. They will only replace the tank if we sign a new 10 year agreement, which sounds like extortion from my perspective. I have reviewed my paperwork and there is no exclusion in regard to warranty coverage changing at any time during the contractual period of 120 months. I have asked Vista to provide documentation to support their position. They have sent the back of contract that does not show any clauses about changes in the coverage in the last year of the contract. I have asked Vista to have a manager contact me and so far have not heard further from anyone. I expect Vista to honour its contractual agreement and replace the tank if that is what is necessary for it to operate properly. u Thank you for any assistance that you can provide in this matter.

  

  Business response

  02/02/2024

  Hello ****,
  
  We apologize for any inconvenience you may have experienced. Our service and warranty clause maintains that it does not include tank replacement and because your tank has come to the end of its useful life, is not eligible for service and must be replaced entirely. For this reason, the options are to either enter a new contract and receive a new piece of equipment or you may terminate your contract entirely. If you have any further questions or concerns regarding this matter, please contact our customer service team and we would be happy to assist.
  
  Best regards,
  Vista Service

• Initial Complaint

  23/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ended a contract with this company renting a hot water tank at the end of February 2023. They then continued to charge me a monthly fee for March, April and May. When I brought it to their attention they did refund me 2 months and not the third and when I have asked for them to correct that error they have gone incommunicado and have not responded at all to my inquiries.

  

  Business response

  07/07/2023

  Good morning, Mr ********;

  I apologize for the delay in response.  After careful review, I wanted to let you know that we have already refunded the March fee (you should see a credit on your statement), and are in the process of doing the same for April and May.

  Again, I apologize for the delay.  Please let me know if I can be of any other assistance.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our problem is regarding post-contract charges on a Vista Credit Corp rent-to-own contract for a water heater. We signed an Assignment Certificate for the rental of a water heater when we moved into our home "for the remaining Term as defined in the Agreement". The Agreement defines the term clearly as 120 months, which should have ended with September, 2022 being the last month we were billed. We noticed this month we were still being billed and called the company to request a refund for the 8 months where our water heater was paid off in full, but we were still charged. This refund was denied, quoting clause 9 in the agreement which was assigned ("if you do not notify us of your intention prior to the expiry of the Term, [...] we will continue to bill you at the then current monthly Payment"). Apart from that being an absolutely unethical, misleading, and deceptive clause that the previous owner of the house should never have agreed to (she likely accepted this water heater in one of those high-pressure door-to-door selling schemes that came to an end with the introduction of the new consumer protection laws in 2014), we don't believe we are bound by that term. The contract itself is contradictory (making it clear the previous owner was in this rent-to-own scenario with the water heater for 120 months, but also including this clause that the company would continue to charge her until she noticed and told them to stop). But our Assignment Certificate says that we "agree to assume all rights, obligations and interest to contract # ****** for the rental of 1 PV 50 Hot Water Tank .... for the remaining Term as defined in the Agreement". The term of the agreement is very clearly 120 months, and we would like to receive a refund for the overcharged amount (all costs billed from October 2022 - May 2023 inclusive). We are aware that this is a common complaint with this company. Thank you for your help.

  

  Business response

  26/05/2023

  As per terms & condition # 9. Option to Purchase there are 3 options at the end of the original 120 month term. As the customer failed to notify us of their intentions the contract was renewed on a month to month basis. The water heater remained under parts warranty during this time. The customer contacted us on May 5th and again on May 10th and we have explained the same to them including that there is no credit applicable. We have taken the liberty to cancel the contract with no further payments as of May 10th. All other charges remain valid under contract.

  See contract terms and attached terms and conditions.

   

   

• Initial Complaint

  25/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a On Demand Water Heater that was financed by Vista Credit Services. I decided to buy out the water heater and paid it off on April 5th 2023. On April 19th, as per my request, I received confirmation from Vista that the heater had been paid in full and that there would no longer be any invoicing added to my ******** bill. FYI, the hot water heater appears as a separate item on my ******** bill. I will have to make this payment for this month even if it has been paid in full. I now wish to be reimbursed for that payment and also for those payments to cease immediately on my ******** bill. Thank you.

  

  Business response

  02/05/2023

  Good afternoon,

  The April rental charge was invoiced by ******** on April 1st.  The buyout was received on April 5th.  As a result, the April charge was reimbursed on April 26th and you should see the change on your next bill.

  Please let us know if we can be of any further assistance.

  Customer response

  03/05/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19978852, and find that this resolution is satisfactory to me.
  
  Sincerely, ******* ********
  

• Initial Complaint

  21/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Vista Credit / ******* **** ******* is providing the ******** water heater rental at my property. I have been trying to contact them by email or by phone requesting to have the buyout amount calculated so I can buy the water heater and opt out of the rental or to have it disconnected and returned. The buyout option is clearly stated on the **************** and ********************* websites and on the contract and more so is a customer right in Canada. The fact that Vista Credit / ******* **** ******* is not returning emails nor answer the phone makes it impossible to be able to exercise the customer right of buyout.

  

  Business response

  12/05/2023

  Good afternoon,

  It is my understanding the buyout quote was provided on May 9th and that you have been in contact by phone with our customer care team.   We apologize for any delay in response that you encountered and our team is here to address any future concerns.

  Customer response

  18/05/2023

  
  Complaint: 19966768
  
  I am rejecting this response because: Today May 18th I am still not able to close my account as Vista Credit online payment portal is not working and I can not make the final payment. Karen from Vista customer service has acknowledged over the phone that the problem is on their end but has no solution yet. I am waiting since May 16th for a resolution.
  
  Sincerely,
  
  ********* ******

  

  Business response

  26/05/2023

  In discussing the issues with our customer care department, the customer was told the issue was with his credit card issuer and he was provided the option of mailing a check to our offices.

• Initial Complaint

  07/04/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  As with claim ********, I received notification from Vista Credit that my hot water tank rental charges would no longer be included with my ******** Gas bill. Vista is requesting my banking information to access a pre-authorized withdrawal. The only reason I agreed to a Vista Credit hot water tank was because the charge was going to be on my monthly gas bill. I realize their contract has legalize in it, but who sends a rental contract to their lawyer before signing. I hope Vista comes up with an alternative payment method because I have no intention of submitting my banking info to Vista.

  

  Business response

  12/04/2023

  Dear *******, 
  

  Thank you for your feedback!
  

  As per the terms outlined in the contract, once the ******** payments are no longer available, the customer agrees to switch to PAP payments. While we are currently exploring other payment options, the only form of payment we currently have is Preauthorized Payments. We will keep our customers appraised of any updates to our payment methods as soon as they become available.  

  Thank you

  Customer response

  12/04/2023

  
  Complaint: 19909257
  
  I am rejecting this response because:it is an identical response to an earlier email. Vista is, obviously not taking these complaints seriously. I would be agreeable to having a monthly charge on my credit card. If we cannot come to a satisfactory agreement, I would like to have Vista supply me with a signed copy of the rental contract along with, what they might feel is a fair buy out price.
  
  Sincerely,
  
  ******* ****

  

  Business response

  12/05/2023

  For Mr. ******* **** complaint, Vista now has credit card billing available, please contact our office on how to proceed.

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