ComplaintsforVista Credit Corporation

• Initial Complaint

  03/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Vista services provided me with the hot water tank. I am with this company from past 12 years. Now I would like to end the contract. I am trying to contact their customer care to understand the procedure to end the contract and the procedure to dispose the water tank. As the water tank is nearing its age, the replacement is absolutely required to avoid serious health concerns. I sent them couple of emails and also tried their customer care phone number. They are not reachable and I am not getting any response. Now I am stuck! The email I used to communicate to them was ********************************** *** **********************. I have attached the emails sent to them in the below attachments

• Initial Complaint

  15/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Oct 1, 21 bought house xx xxxxx Petawawa, assumed rental of Vista hot water tank. Dec, 21 Tank serviced due to water being warm, was inspected invoice states “cycled the unit, no issues” Dec 22 requested inspection from local company, rusty coloured water. call not returned. Jan 23 Called again.Technician came 20 Jan 23 said anode rod needed replaced, they would contact Vista. 3 Feb 23 called company told water was not dirty enough replacement not authorized, stated I would have to contact Vista personally if unhappy. Vista called stated company said water was “not that dirty”, said contractor made decision whether to replace tank not Vista. My family forced to consume, bathe in dirty, discoloured water because Vista refused to replace rod. Decided to go to another company needed clean water. Feb 23 called company to replace rod. I assumed expense of inspection, rod, service. Am single mother did not budget for this, rent a hot water tank service should be included. Replacement scheduled 8 Mar 23. 4 Mar 23 tank spraying large volumes of water from top shut off valve, called Vista. Vista said service would be that day. No call all weekend. Total 6 days no hot water had to boil water to bathe and clean. I am injured veteran and was selected for a week-long SoldierOn event so brother staying with my son dealing with issue on my behalf. 6 Mar 23 called Vista, gave approval for another company to do another inspection. 7 Mar 23 company inspected tank, stated non-repairable, I would have to pay for service call. Vista wanted tank to go through warranty, but we were informed warranty void because rod was not inspected every 2 years. Owned house for just over 1 year, was not told about regular inspections during contact with Vista or contractor. Tank inspected in Dec 21, as stated above. Brother purchased new hot water tank installed by local company for $4102 because Vista refused to replace. I am requesting Vista relieves me of contract and provides this in writing

  

  Business response

  20/03/2023

  The terms and conditions of the Vista rental contract do not include an option for early termination or cancellation. A buyout payment would be required to finalize the account. Enclosed is a copy of the assignment form signed by the client when they purchased the property and a copy of the rental agreement. Maintenance associated with the equipment is the customers responsibility nor did Vista provide authorization to the customer to replace the unit with a water heater that the customer purchased. The current balance owing on the account is $2039.02+HST, Vista however would be willing to accept a payment of $1635+HST to finalize the account in light of the circumstances that have occurred. The customer can contact our CSR group at ************************ to attain an invoice and for any further information required with their account.

  Customer response

  21/03/2023

  
  Complaint: 19601260
  
  I am rejecting this response because: We were told that Vista would not replace the tank, my teenage son was without hot water. It is stated in your response that VIsta did not authorize a replacement of the hot water tank. Without authorization for replacement what was I to do? I needed to have hot water for my son so I made the decision to purchase a new tank. It is stated above that it is my responsibility to maintain the tank. When I had an issue in December 2021, I called this contractor. (Please see attached invoice) As per attached invoice and stated previously your contractor inspected the tank in December 2021 because of the water not being hot. I did not realize at that time that the issue of “warm water” was most likely to be a rod problem. 
  At that time the technician cycled the unit and stated that there were no issues. He stated that we needed a mixing valve to have hot water, no rod was mentioned at that time. If I paid for the inspection then should they not have inspected the rod? Should they not have known as your contractors that the rod was to be inspected every 2 years? Being that I bought this house October 2021 and this call was in December 2021, how did I not maintain the hot water tank? Furthermore, I was not provided the information in the PDF attached until now. That being said, the letter to the previous owner states in para 1 “Your rental contract includes a parts and labour warranty which covers the cost to repair broken or defective equipment parts over the term of the contract”. I called in December 2021 and then again in  December 2022, I called again in January 2023 to follow up to sort out my water issues. In the contract you attached in Para 14 it states “it is the customers responsibility to maintain the equipment” Although I did not have a copy of this prior to being received from this communication I believe I did maintain the hot water tank. I am not willing to payout the contract and will continue to pay my monthly amount until this issue is resolved. Again I request that I be relieved of the contract as this hot water tank failure was of no fault of my own. 
  
  
  
  Sincerely,
  
  ********* ********

  

  Business response

  21/03/2023

  Vista did not authorize the customer to purchase a new tank and has verified the terms and conditions associated with the rental agreement. A cancellation of the account without remittance of final payment will not occur. The customer can however opt to continue payment of the monthly rental fees for the duration of the agreement.

• Initial Complaint

  11/03/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  The water heater in my house was installed on March 15, 2013. I wanted to know the buy-out amount for the water heater. I called Vista 3 times in November 2022 and no one answered the calls. On March 8 this year, I received an email from Vista asking me to provide pre-authorized payment method for future billings. I responded by requesting a copy of the rental contract **********. The previous owner did not provide me with a copy of the contract so I am requesting a copy from Vista. As of today (March 11), I have not received any response from the company. I called the phone # provided but no one answered. I just want to know when the contract ends and how much is the buy-out amount. It's impossible to get hold of anyone in the company to address my inquiries.

  

  Business response

  13/03/2023

  The customer care department has reached out to the customer today by phone and email regarding the request for a buyout and copy of the rental agreement. The customer can email Customercare e: ******************************** regarding any further inquiries associated with the account.

  Customer response

  13/03/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19583282, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ********* *****
  

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Contract number is ******. My contract ended last month and I have been trying to buy out my hot water rental. I have sent multiple emails to Vista and I have not heard any reply from them. They have been absolutely silent. They even increased the monthly amount from 34 CAD to 64 CAD. I have been trying to inquire about that as well but no answer. I even tried calling them at **************, but no one answered and it goes to voicemail. I have no idea how to contact them at this point. I just simply want to buy out my hot water tank because the contract has ended.

  

  Business response

  06/03/2023

  The customer was notified by our customer service team on January 6th, 2023 regarding confirmation of the contract maturity date. The current monthly rental amount is $32.41+HST. A credit will be issued for the overcharge as verified with the customer by our CSR Meaghan on March 2, 2023. For further information associated with the account the customer can contact the CSR team @ [email protected] p: **************.

   

  ***** ***** ******** ******* **********  ***** ************* ***** ** *** ****** ******* *************************** ******** *** ** ****** ***** **
  
  
  Hello, 
  
  
  I was just informed by my accounting the billing was delayed and the first payment was collected October 2013, therefore the 120 terms commence was October 2013.
  
  There are 8 payments remaining, last rental payment is October 2023. I can have the purchase price invoice with the last payment. 
  
  My apologies for the confusion. 
  
  Regards, 
  
  ******* ********  ******** ******* ************** *  *** *** ****  *  * *** *** ****
  ***** ****** ******* ***************************  ***** ************* **** ** *** ***** ******** ******* ********** ************************** ******** *** ** ****** ***** **
  
  Hello, can you please invoice it to my ******** account please?
  
  ~******
  
  

  Customer response

  06/03/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19523966, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  22/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our water heating tank broke and leaked all over the basement. It was also leaking gas. I attempted to contact them for support to no avail. ******** had to come disconnect the tank for our safety. It took 24hrs to get anyone on the phone. They refuse to terminate the contract even though the contract is not signed by us. They claim it was put in in 2017 when both the tank and the contract state 2016. They are responsible for more damage to our home as the insurance cannot begin work until they agree the tank can be removed. They have no contract with us and the contract they are saying is tied to our property is not even the same date they are claiming. Horrific and negligent customer service.

  

  Business response

  23/02/2023

  Mr. ***** assumed responsibility for the Vista rental unit when he purchased the property per the enclosed assignment and remains under contract. The circumstances surrounding the failure of the unit and subsequent leak are unfortunate. He has been referred to our vendor partner ******** **** ******* to arrange for replacement of the current unit. Their office can be reached at ************. Any additional matters associated with his account can be addressed by Vista's customer service team e: ************************

  Customer response

  23/02/2023

  
  Complaint: 19451271
  
  I am rejecting this response because:

  The contract you have shown is not binding. The dates you are using to explain the cost you are demanding are not accurate. Beyond that, the Canadian courts and ruled and UPHELD THE RULING that a water heater rental company is LIABLE FOR ALL DAMAGES that are caused by a rental companies tank. So either they can do the decent thing and terminate the contract without penalty and allow me to move forward with my homes repairs or I will gladly hold them liable for the $20,000 of damage to my home. They must take responsibility their behaviour is criminal. 

  Also, I am a woman and am the person on the account. **** ******** ** * ***** You have time to respond promptly to complaints with the *** and not to your actual customers?
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  16/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Dear officer: I have to complain Vista for 2 things. Firstly, they setup the auto-pay using my credit card without my permission. Secondly, they charged me without official receipt. I already contacted they for several times to ask the official receipt and remove the auto-pay from their system, but no one reply on me even I warned that I will call my credit card company to refuse the pay.

  

  Business response

  21/02/2023

  Monthly statements are not provided for the account. Additional inquiries regarding the account should be directed to the customer care department by email E: ********************************

  Customer response

  21/02/2023

  
  Complaint: 19421219
  
  I am rejecting this response because: It is not monthly pay. It is half of year one bill. How come you charge me without any detail? I can forward the confirmation which i got. Just seems like a phishing email, is that legally?

  
  
  Sincerely,
  
  ***** ***

  

  Business response

  23/02/2023

  The payment that was recently processed covered the rental charges for the account from September 2022-January 2023. The email confirmation is a receipt sent to the customer confirming the charge and payment. As outlined in my prior email further information associated with the account can be addressed with the customer care department. Please contact them directly by email if you have any further questions/concerns. E: ********************************

  Customer response

  23/02/2023

  
  Complaint: 19421219
  
  I am rejecting this response because:

   

  I already sent the email to this address for several times but never get the reply. Also I called your center several times but always no one pickup the call and directly disconnected. Please give me one right email or any extension that the people can help me to do that.
  
  Sincerely,
  
  ***** ***

  Customer response

  24/02/2023

  
  Date Sent: 2/23/2023 11:03:32 AM
   
  Complaint: 19421219
  
  I am rejecting this response because:
  
   
  
  I already sent the email to this address for several times but never get the reply. Also I called your center several times but always no one pickup the call and directly disconnected. Please give me one right email or any extension that the people can help me to do that.
  
  Sincerely,
  
  ***** ***

  

  Business response

  17/04/2023

  From: 
  Sent: Monday, April 17, 2023 9:16 AM
  To: 
  Subject: RE: Better Business Bureau Complaint I.D 19421219

   

   

  “Hello,

   

  Thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. To better assist you, can you email us directly at ************************, so that we may address your concerns directly.

   

  Thank you.”

  Customer response

  17/04/2023

  Hi,
  
  As your suggest, I sent this email to you.
  
  My complaint detail from ***:
  Firstly, they setup the auto-pay using my credit card without my permission. Secondly, they charged me without official receipt. I already contacted they for several times to ask the official receipt and remove the auto-pay from their system, but no one reply on me even I warned that I will call my credit card company to refuse the pay.
  
  I believe you already reviewed my detail. The last response is at 02/23, and until now: 04/17 I got the second response from ***. It has been almost 2 months you didn’t reply, and this reply only give me this email to contact.
  
  I am not sure if you will reply on me and give the solve solution quickly, but you hope you can do it for me. Appreciate it a lot.
  
  Thx,
  
  *****

  

  Business response

  18/04/2023

  Hello,

   

  Thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. To better assist you, can you email us directly at ************************, so that we may address your concerns directly.

   

  Thank you

  Customer response

  18/04/2023

  
  Complaint: 19421219
  
  I am rejecting this response because:

  I sent my detail to this email, but until now no any feedback.

   

  Thx,

   

  *****

  

  Business response

  12/05/2023

  For Mr. ***** ***, It is our understanding that you have been in contact with our customer service department and have received your requested statement of account.   Please contact our office if there are further questions.

  Customer response

  12/05/2023

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19421219, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  26/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ******** *** ******* has just informed me that as of December 2023, they will no longer be accepting bills from Vista on my ******** account. Vista wants me to put all my bank details online for a preauthorised payment. I am not comfortable doing this, but they refuse to offer me any other option to pay. They will not invoice me as other companies do, not will they accept my **** card. ** **** * ***** I have discussed this situation with family and friend and they all find it a very unorthodox way of conducting a business. Also I am concerned about all the bad reviews that Vista has online. I would appreciate it if you would look into this matter for me.

  

  Business response

  26/01/2023

  The Vista rental agreement specifies in term & condition no. 7 "payment authorization" that the customer agrees to switch to PAP should the ******** billing option be discontinued. Attached is a copy of the customers rental agreement. Should other payment options become available the customer will be notified.

  Customer response

  27/01/2023

  I am rejecting this response because: #7 on the rental agreement was not made clear to me by the salesman at the time of purchase of the HVAC system. I understood that ******** Gas would always include the Vista water heater rental on my ******** Gas bill. I would like Vista to offer me an alternate form of payment either invoicing me or using my **** card instead of me having to put my bank details online, since there are so many scams out there today.

   

  Thanking you,

   

  ****** ****

   

  

  Business response

  30/01/2023

  The Vista rental agreement specifies that when the customer has signed the contract that they have "read, understood and agreed to the terms and conditions of the rental agreement."  The salesman was not required to brief the customer on every condition listed in the agreement as that responsibility falls on the customer. As previously stated if another option other than preauthorized withdrawal becomes available as a method of payment for the account the customer will be apprised.

  Customer response

  31/01/2023

  
  Complaint: 18902775
  
  I am rejecting this response because:I want to pay by invoice or ****. Other companies allow this option. Otherwise I may want  to buy out the rest of the term of the water heater, after December 2023, once ******** stops billing me for Vista rental.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been calling **** for several days to have my hot water tank replaced. The hot water coming from the tap has been rusty, yellow for several days, posing a health hazard to myself and my children. Despite multiple calls and messages, the only call I had was from one individual who left me a message to call the same number that no one answers. The service is atrocious and when having to deal with a major necessity is pure neglect. There is no way of getting hold of anyone in the business. The supposed warranty is in name only. I want this issue addressed immediately.

  

  Business response

  07/10/2022

  VISTA HAS CORRESPONDED WITH THE CUSTOMER WHO HAS BEEN ADVISED TO CONTACT BRILIA AIR HEATING & COOLING REGARDING SERVICING OF THE HOT WATER TANK RENTAL. THE COMPANY'S CONTACT NUMBER IS 905-660-2217.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is in regards to multiple attempts on my part to communicate with Vista Credit during the 2022 year. I am repeatedly unable to reach a person with the phone number i have been given on my bill, which is ***********. I am seeking information which I am entitled to regarding my furnace loan with Vista Credit. I would like to know the outstanding balance because it is not stated on the bills i receive. I usually pay a monthly amount of $91.36 plus tax to Vista Credit via my ******** bill. I am not interested in knowing my monthly amount, I am interested in the total amount owing that remains. Numerous phone calls have not been successful. If the Vista Credit representative responds to my messages and calls me and i am not available, i am unable to call back and speak to someone. The situation has dragged on for months and I am unable to use Vista Credit's website to help. Please contact me with the email provided with the information requested.

  

  Business response

  09/09/2022

  The purchase balance to finalize the account is $1423.63+HST. An associate can be reached at 1-877-318-4782. If an agent is not available kindly leave your number and an ideal time for a call back. You can also contact our office by email at [email protected]

• Initial Complaint

  29/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been trying to get our water heater repaired since June 28. Vista Credit referred us to ******* ****** for repair. June 30 - contacted ******* ****** After a month of back and fourth (given we were on vacation for a week). July 23 - They sent a technician who refused to look at the unit because it was unhooked. We explained we were forced to unhook the unit because it was leaking and the technician wasn't coming. They mentioned I would need to have the unit hooked up before they would look at it. I request my plumber to do so but, he felt uncomfortable doing so because he knew it was leaking. July 26 - contacted vista to tell them the issue. Spoke to ******* (who is great) she said my issue was advanced and mentioned she would get a manager to call me back. July 27 - I called back to speak to the manager ********. She said she would speak to ******* ****** to get their side of the story. July 29 - I called back to speak to ********. ******* said she was on holiday but ******* ****** claims they had no contact with us and we never requested service. The problem here is, I still do not have a unit that works and perhaps even larger than that, who came to my house that day.

  

  Business response

  09/08/2022

  Vista is aware of the service issue regarding the customer's rental equipment. The parts required to complete the repair have been ordered and upon arrival, the equipment will be fixed. Our office is doing everything possible to expedite the repair process and in the interim, the August rental fee is being waved on behalf of the customer.

  Customer response

  11/08/2022

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

  I have been told each week this issue would be resolved and would like to keep this ticket open until I have functioning hot water. These timelines are important to potential hot water heater renters. While I appreciate the credit, I have now been without hot water since June 29, 2022.  

  Worth noting. Vista only responded to my emails dating on August 10th immediately after this a response was given to BBB. Also, no response on the initial issue of lack of service. 

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

*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. ↩