ComplaintsforVista Credit Corporation

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We recently purchased a resell home knowing that there was a hot water rental agreement. Closing was in May 18, 2022. Based on documents provided, we agreed to pre-authorization to take the monthly charge from our chequing account. It wasn't until we received our July Enbridge Bill that we notice there is an additional charge from Vista for June and July 2022. This is not the problem, just means we have to pay through Enbridge. We decide to call the toll free number posted on our contract and on Vista's website to inquire about cancelling the contract, so to buy the hot water rental outright, but the number directly goes to voicemail despite calling multiple times throughout the days within business hours. We have recordings of our attempts. Vista refuses to reach out or call us back despite leaving voicemails. How can we go about cancelling our hot water rental agreement if they do not communicate back with us?

  Customer response

  12/07/2022

  
   
  Hi BBB, This is for case number is ********. I would like to close it as Vista Services immediately called back after posting this message and leaving another voicemail. Thank you! 
  Sent from ****** ******** 
  

  
  

• Initial Complaint

  10/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  -January 2 2022 found my rented hot water heater leaking, bottom rusted out and anode damaged -attempted calls to Hot water tank provider Vista, talked with call back center and was informed there was no one to talk with and no emergency number or contact, gave our contact info no response -called the Vista provider on side of Hot water tank, they said they do not deal with Vista any more because they do not pay the invoices -called Vista again and got same response as last time -call the provider on the tank again and asked him to come out and look at tank, I would pay, they did and identified it as the issues stated above -no response through the day on the 2nd, I was continuously vacuuming up water, so I went and purchased a hot water heater from **** ***** because I could not monitor the situation through the night and worry about damage to my piping if I shut off the water, or damage to my furnace, water softening system, all located in the same area. -installed the new tank that night. -no response on the 3rd from anyone at Vista, called again, nothing -on the 4th we received an email to contact a service provider in Concord, 5 hours away from us, they would not come. -emailed back vista, and told them, they gave us the name of another provider to contact, at no point did anyone call and offer to find and send someone, they made us do it, next provider said they did not like to deal with Vista because they do not pay -emailed them back and just asked to get out of the contract, they said only if we buy out the remaining 36 months -so at this point I would have been without water for over two days with no resolve -called and left a message with customer service again and sent an email explaining the situation and stated we wanted out of the contract or come down and replace the hot water tank, if no resolve we would stop payment on our monthly fee of $36 -finally received a call back from a person on January 6th, **** ** ******* *** ****** ******

  

  Business response

  10/01/2022

  Vista was apprised of the service request on January 2 and the call was assigned to ****** ******* to complete repairs. The customer however breached their agreement with Vista by purchasing a tank at **** *****. A reduced buyout option of $900+HST has been offered for the customer to conclude their rental agreement with Vista. Their will be no further negotiations associated with the matter. The options are to pay the $900+HST to finalize the account or to continue the rental payments for the duration of the agreement which reaches maturity Jan 1, 2026.

  Customer response

  12/01/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will accept the offer of the buy out at $900 + HST and some one coming to remove the tank from my premises at Vista cost. Please have Vista send over the required paper work reflecting $900 + HST, and no extra cost for removal of their unit.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a furnace rental contract with Vista credit that I took over when I purchased my home. Currently the agreement says vista credit is responsible for repairs labour and parts for 10 years. My furnace stoped working December 25 2021. Vista uses a HVAC company for there warranty repairs called ******* heating and air. I got a hold of them and they finally sent somone out 2 days later who did absolutely nothing for me. And would not return until I got ahold of either ******* or Vista. Because of the holidays and no after hours emergency calls I had to wait until December 29th 2021 to call Vista as no one has returned any of my messages that we still have no heat since Christmas *** ** **** ***** ******** *** ******* ****** ** *** ****. Customer service at Vista had ******* come that evening and again they did not diagnose the problem or have any parts. When I asked if they can order the part that he thinks is wrong they said only if the furnace stops again. Each day the furnace would run for 1 hour and shut off for 23 hours with a code error. I called the next day again to complain as it was already late in the evening. Finally the technician called back. Keep in mind Vista nor ******* will ever call you back to deal with a problem and there is no talking to a manager. So after talking to technician he said parts are not in stock and with new years coming won't be until about a week. I called Vista back to complain as it is unacceptable to go with out heat this long and asked if I could hire someone else who has parts in stock and they cover the bill. Vista said no it will be out of your own pocket which would cost around $1500. I know this cost because I paid for a service call for someone to come diagnose the problem to determine which part is actually broken. Something that ******* did not do. The technician from ******* came January 5 2022 to replace the wrong part. And now I am still without heat

  

  Business response

  10/01/2022

  The customer is advised to continue to deal with ****** Air Heating & Cooling regarding the repair p: ************. Vista has been in communication with ****** to exhaust all efforts in completing the repair of the equipment asap.

• Initial Complaint

  26/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** ****** I have a rental hotwater heater tank from Vista credit and i was promised to get better service when there are any issues. * ** ******* **** ***** ** **** ** *** * ****** ********** ********** * ** ****** **** ** ** ************ *** **** **** ** ****** ** **** *******  I do not have hot water since 10th of October. I contacted the service person I found on the tank, They came on 13th and told me they dont have authorization from the vista anymore. Then I called Vista on 14th explaining the situation and they have sent the repair service to ***** ********. Service tech came to see on the 15th and he was 100% sure about the diagnosis and said he will order the part on Monday. ***** ******** advised me that the situation will get fixed in 2-3 business days. I have been calling them everyday to get an update but they were not sure about the arrival of the part. I complained to Vista and asked them to resolve this faster as we are getting colder weather. They were blaming ***** ********. Vista said to deal directly with ***** ********, when I call them they redirect me to vista. * *** ******* ****** ***** ******* * **** **** ** ************ ****** ** ********* ***** *** ****** ****** *** *********  After too many phone calls, service tech came with the part on 23rd. He said the first tech did not troubleshoot well so that was wrong part. He needs different part but he was not sure that was the problem. he said it will be trial and error to find out the right part because multiple parts in the tank have been damaged by corrosion. I asked why do trial and error to find out the right part instead of getting a replacement of the tank. The tech said Vista wont do that. I again called ***** ******** on the same day ( 23rd) and 25th/26th to get an update. They have hard time getting the part because suppliers dont have it. They said to deal with Vista. I asked vista to get a replacement asap. They are refusing to do it. I need new tank asap. ****** ****

  

  Business response

  28/10/2021

  Vista sympathizes with the customer concerning the difficult service situation that they have experienced. As a result of a part supply issue with the manufacturer the service situation concerning the water heater and its repair took too long to complete. As a result the customer is receiving a 4 month credit of the rental fees and a replacement water heater is scheduled to be installed by end of business day tomorrow.

• Initial Complaint

  30/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi, In mid March 2021, I contacted the utilities company associated with my rental property and requested my water tank rental agreement from my havc supplier, I advised the gas company they will receive a call from my tenant advising they are vacating my rental property on March 31, 2021 and I sold my building April 01, 2021. I'm having a very difficult time with VISTA Credit Corp who invoiced me for three separate charges in June 01 2021 for the water tank rental fees. They are not professional when I call the customer service line they are not helpful and insist no one advised them the building was sold. I provided my lawyer with the water tank agreement as this was part of the sales condition non the less Vista incorrectly invoiced me in June 2021 for three months of water tank rental fees. Very upsetting dealing with a unprofessional company, I am being threatened to pay these charges for a building I no longer own. Not a good company, poor customer service, extremely rude.

  

  Business response

  30/09/2021

  Our first communication with Ms. ********* regarding the sale of *** ********* **** occurred on September 28, 2021. A formal assignment of the water heater rental was never requested nor completed to the party that purchased the property. As a result the rental fees that were invoiced to her are valid.

  Customer response

  01/10/2021

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

  Unfortunately, I cannot accept this response *** ***** ******* *** * **** ****** *** **** ******* *** ******** ******** ****** *********** ***** *** **** ***** ***** ** ********* * ********** **** **** *************

  I followed up with ******** the day I closed my property and advised them to stop my billing me, and that I sold my property etc.

  On March 31, the water tank rental agreement was sent to the purchasers Lawyer prior to closing. I signed off from my legal obligations for this property on April 01, 2021 as of 6pm. 

  I received my final ******** bill on April 05, 2021 and to my surprise in June 2021 I was invoiced 3x for the water tank rental fee.

  I've spoken to your customer service department and the representative advised me you invoiced me for April, May, June and that's all I'm responsible for. To start, why did you not apply your fee to my April ******** gas bill or even my May ******** bill ? why did you delay 3 moths of billing? Had this been correctly invoiced to me on April or even May for that matter I would of called you to reminded you again that I sold the building. 

  I ask that you stop invoicing me and invoice the current property owner all rental fees from April 01 2021.

   

   

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

  

  Business response

  04/10/2021

  Vista services is the billing agent and owner of the rental equipment not ******** gas. As previously outlined your first communication with our office occurred on September 28, 2021 with regards to the sale of the residence. As a formal assignment of the rental was not completed to the purchasers at closing you as the contracted party remained liable for the rental fees.

• Initial Complaint

  31/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’ve attached our contract with Vista Credit. Storyline: - 2012 my parents sourced a new hot water tank from ****** - 2015 January: issues began with this hot water tank in my Father's last 9 months of life ---> My Father gets advised by Vista Credit to replace a tank (when it really only needed servicing) ---> Vista Credit disposes of less than 3 year old tank in order to install their own; Vista initially claimed they had no record of taking our tank. After weeks, now Vista says they don't have paper work but say that my Parents "confirmed they owned the tank and advised to dispose of previous tank". **** **** ***** ********* ** **** **** **** ***** ******* ** ****  The attached shows that now the previous hot water tank rental company wants a "fee for damages". Attached "e-mail trail" from Vista shows there is no proof of following protocols We have been paying for two tanks since January 23, 2015. Over $2,216.80 and counting to ****** (and former tank was not returned).

  

  Business response

  31/08/2021

  Vista is a finance company who partners with a multitude of different companies across Ontario for rental installations of water heaters and HVAC equipment. *** services coordinated the replacement of the water heater in 2015 with the customer at which time the customer identified the previous equipment as being owned and not rented through a 3rd party company. Almost 7 years later our company is being contacted about a double billing issue that should have been identified shortly after the installation took place. The onus is on the customer to provide clear direction of any rental obligation associated with a unit at the time of replacement. Vista bears no responsibility in this regard.

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