Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/06/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home with hot water tank installed. The payments were collected by Vista through ********. ******** has discontinued third party billing. I subsequently contacted Vista that the tank was showing signs of wear and that I also no longer wish to have it in my home. They insisted that a repair person attend. I reiterated that I will no longer use their services and to attend and retrieve their tank. I have sent many emails to Vista to collect their tank and to cancel their service and to stop billing me as I am not using their equipment. I have received letter from a lawyer threatening to put a lien on my home. Also I have receive letter from Vista that my information has been sent to collections. i contacted the collections D & A and spoke to ***** requesting a copy of my so-called contract. I called Vista and emailed them many times to produce to me a copy of my so-called signed contract that I may see my obligations to keep their services and why they refuse to cancel this service but keep billing me. This has been going on and on, around in a circle, I call Vista, they tell me they cannot access my so called account because it is with collections. I ask for a contract, they say, they don't have one. I keep being billed. There is no good faith on Vista's part to resolve this issue. I very much would like to no longer receive any more invoices from Vista, I would like to be relieved of any obligation to continue as a client of Vista. I wish Vista to provide compensation for their negligence in having my personal information being compromised and hacked. I want an apology from Vista which has been acting in bad faith by not agreeing to cancel a non-existent contract that they cannot produce, yet they keep sending me bills. I have sent numerous emails trying to resolve this and Vista simply keeps sending me bills. Vista is required to provide a copy of contract so I am informed in writing of my obligation; cancel bills, no more contact

  

  Business Response

  Date: 13/06/2025

  Dear Ms. *************** appreciate the opportunity to respond and work toward a resolution.
  
  After reviewing your account and the concerns you've raised, Vista Services has taken the following steps in the interest of closure:
  
  Your account has been terminated effective immediately.
  
  All future invoicing has been suspended, and the outstanding balance has been waived in full.
  
  We have recalled your account from the collection agency and requested that they cease any further contact with you.
  
  Your information will be removed from our active database, and no further communication will be made unless specifically requested by you.
  
  We regret any inconvenience or frustration this matter may have caused. Please consider this confirmation that your obligations to Vista have been resolved, and no further action is required on your part.
  
  If you require written confirmation directly from our office, you are welcome to contact us and we will be happy to assist.
  
  Kind regards,

• Initial Complaint

  Date:31/05/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a long term hot water tank rental with Vista Services (**************************************). We called Vista to place a service call today because we have no hot water and we would like our hot water tank be repaired as soon as possible. The company did not pick up the phone and had an outsourced company take our phone call. The outsourced call centre company instructed us to call another third party company called Brilia at ************ (***************************). We called Brilia and no one picked up the phone or returned our phone call. We called back the outsourced call centre for Vista and said they could not help us and we will have to wait until Monday to find out when our hot water tank will be repaired. This is not acceptable and would like a specific timeline when our unit will be repaired, financial compensation for living without hot water and an apology.

  

  Business Response

  Date: 09/06/2025

  Thank you for the opportunity to respond. We apologize for the delay in addressing the customers concern.
  The issue involved the homes internal plumbing, which is not covered under our rental agreement. A team member visited the property, diagnosed the issue, and advised the customer accordingly. We also provided information to help them understand the cause and potential next steps.
  We appreciate the chance to clarify and remain committed to supporting our customers.
  

• Initial Complaint

  Date:27/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vista services provides hot water tank as a rental service for my home in ******. They charged me a technicians visit for 124.30$ without my consent. I sent them an email twice within last 2 months for the refund and spoke to their customer service agent who asked me to email their service team. But there is no response for the email.We called vista service for not getting hot water in the house earlier (Feb,2025) this year. They sent a 3rd party technician who powercycle the unit and suggested to clear the outside vents and then provided an invoice with 0.0 $. But later after a month Vista services sent an invoice of 124.30$ and then withdraw the money from the account without my consent(pre paid billing) for the said visit claiming that the issue wasn't with the equipment but with something else. There are 2 issues with them, the way they are running their business 1) They should have guided us to perform basic steps like clearing vents, powercycle etc and inform about the charges in case the issue is not related to equipment OVER THE PHONE.2) If the consent is not given to withdraw any money outside the rental contract charges, how can they charge without seeking consent.

  

  Business Response

  Date: 30/05/2025

  Dear *********,
  
  Thank you for your follow-up.
  
  To clarify, our email dated March 21, 2025 clearly explained why the charge of $124.30 was applied. As outlined, your rental agreement covers mechanical failure of the equipment (parts and labor), but it does not cover:
  
  Blocked vents or ducts not caused by the equipment
  
  Thermostats requiring battery replacement
  
  Electrical issues within the home
  
  Missed maintenance, such as not replacing filters
  
  These exclusions are standard under your agreement, and the service call was billed accordingly. That same email also advised that the amount would be charged and invited you to contact us if you had any concerns or objections.
  
  That said, we value your business and, in the spirit of customer care, **** issued a one-time courtesy refund of $124.30. Please allow a few business days for it to appear on your account, depending on your financial institution.
  
  We consider the matter resolved and appreciate your understanding. Should you need further assistance, feel free to contact us at **************.
  
  Warm regards,
  Vista Services
  

• Initial Complaint

  Date:12/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There was an unprecedented ice storm recently in our area and the power was out for 5 or more days. Our area was declared a disaster Emergency! I did my best to bail out water from my flooded basement and when I was able to borrow a genererator to get the sump pump working, I successfully got the water level down. Called Vista to let them know that insurance company inspector had declared the hot water tank needed to be repaired or replaced due to bottom of tank being under water for so long. This tank was put in April 2024 and this was just April 1st 2025 so tank is only 1 year into the rental agreement. Should have been under warranty one would assume?Vista said no to repair and no to replacement. They demanded I buyout the unit for $$1795.65 And told me to go through my home insurance coverage. They will then do a new rental agreement and replace with a new unit and give me a $200 prepaid MasterCard for signing up.I think they should be honouring the warranty on service and parts, not make me buy it out and renew. After reading all these negative comments regarding the lack of repair and service warranty and the push back from Vista to immediately force buyouts is very disturbing. Why would I want to sign up again with them and what happens next time there is an unforseen natural disaster? Another forced buyout?

  

  Business Response

  Date: 16/05/2025

  Thank you for reaching out and sharing the details of your experience. We understand the difficulties and stress that such an unprecedented ice storm and resulting power outage have caused.
  Please note that the warranty provided with the rental unit covers mechanical failures due to normal usage. Unfortunately, damages resulting from external events such as natural disastersincluding water damage caused by floodingare not covered under this warranty (please reference clause #** on your contract). In such cases, homeowners are advised to file a claim with their home insurance provider, as these types of incidents fall under insurance coverage rather than warranty service.
  In situations where the unit has sustained damage due to fire, water, or similar external factors, the cost of the damaged unit would typically be covered by the homeowners insurance. Once the insurance claim is processed, the homeowner may then choose to either replace the unit under a new rental agreement or purchase the unit outright.
  We understand your concerns and appreciate your feedback. While the situation is unfortunate, our procedures align with standard industry practices regarding damage caused by natural events. Should you have any further questions or require assistance please reach out to Vista Services Client Relations ******************************************************************. 

• Initial Complaint

  Date:22/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been using Vista Services hot water tank rental since March 2023, paying $56 monthly until December 2024, when the price increased to $60 per month. In total, *** paid approximately $1,300 to date. I find the $60 monthly fee too costly and wish to cancel the service and have them retrieve their tank. When I contacted customer service to request cancellation, they were unhelpful and rude, stating that I cannot cancel and demanding $4,808.29 to terminate the contract. My contract number is ******V. Its unfair to charge me $4,808.29 for a $2,000 unit, especially after paying $1,300 already. Please assist me in resolving this issue with Vista Services.

  

  Business Response

  Date: 23/04/2025

  We understand your concerns and would like to clarify that the contract rates for the water rental agreements are fixed and cannot be changed once the agreement is signed. There is an increase on the rental payments by 3.5% annually on the anniversary of the commencement date, for your account this happens every March. Please refer to Terms and Conditions #6 Additional Charges. The rental price pricing is based on factors such as the product type, contract length, service and warranty coverage and financing costs. Your current rental rate is $53.23+HST year 2-3 on the contract.
  
  Please find attached copy of the contract. The contract cannot be cancelled by returning the unit, a buyout is needed. The buyout as of todays date is $4,808.29 tax included, fulfilling the remaining of the 12 year term. The maturity date is March 14, 2035.  To receive your contract purchase price, refer to the Buyout Schedule posted on our website (*****************************************************************).
  
  The contract is not a LOAN where the payments you have made reduces a principal balance as explained in the factors outlined above. 

   

  Thank you, 

• Initial Complaint

  Date:17/04/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally dispute the lien that Vista Credit has placed on our property. This action is completely unjustified for the following reasons:We were never informed that there was a rental hot water heater (***) associated with the property at the time of purchase.- The real estate listing made no mention of a rental ***** At no point during the purchase or closing process did we agree to assume responsibility for any rental contract for the ***** Vista Credit does not have a rental agreement signed by either myself or my wife.- Upon learning of the situation, we informed Vista Credit that they were welcome to retrieve the *** or that we would return it. They refused both options. The unit has been disconnected and stored in our garage for over six years.- Vista Credit should be pursuing the original contract holder, not us, for any outstanding rental obligations.Placing a lien on our property under these circumstances is both unreasonable and legally questionable. The failure of the previous owner and ******* to disclose the *** rental agreement is not our liability. Vista Credit should direct their claim to the individual who originally signed the contract.We are fully prepared to escalate this matter to small claims court, where we are confident a judge will find in our favor and order the immediate removal of the lien.We request that Vista Credit remove this lien promptly to avoid further legal action.

  

  Business Response

  Date: 22/04/2025

  The account in question was terminated and closed in 2023. The Notice of Security Interest (NOSI) has been discharged; a copy of the discharge is attached for your reference.
  
  This information was provided to the lawyer in 2023 after it was confirmed that the rental unit was not included in the Agreement of Purchase and Sale. At that time, the debt was written off, as the previous owner had passed away.
  It was communicated by you at the time upon taking possession of the home that the unit had been discarded.
  

  Thank you.

  Customer Answer

  Date: 23/04/2025

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

  Customer Answer

  Date: 24/04/2025

  Follow-Up on BBB Complaint ID: ******** Outstanding Lien
  
  Following a detailed review with our real estate lawyer, we discovered that there were two separate liens placed on our property related to the same hot water heater.
  While the second lien dated January 26, 2023 has been successfully removed, the original lien from October 4, 2018 still remains on title. We believe this lien should also be discharged, as it pertains to the same matter outlined in our original BBB complaint (ID: *********.
  

  For your reference, I have attached:
  A copy of the Parcel Register highlighting the outstanding lien.
  The Discharge document provided by Vista Credit in response to the initial BBB complaint.
  

  We kindly request that the remaining lien be removed promptly, consistent with the resolution of the prior complaint.
  Thank you for your attention to this matter.

  Customer Answer

  Date: 28/04/2025

  Please confirm you have received the additional information for BBB Complaint ID: ******** Outstanding Lien.

  This was closed but after further investigation we realized Visit Credit had actually placed 2 liens on our property for the same HWT rental.  I added addition information and attached 2 additional documents.

  

  Business Response

  Date: 29/04/2025

  Hello,

  Please find copy of Discharge.

  Thank you.

  Customer Answer

  Date: 30/04/2025

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

• Initial Complaint

  Date:08/04/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My term of water heater service ran from Nov 2012 to Dec 2022.After that, the water heater is ******* Aug of 2024 they started deducting money from my account again, and have referred my account to a collections agency for 21 months of missed payments. I have called them, and although their call center worker is empathetic and says my matter is being referred to management, no calls from management are forthcoming. I called again today and was given the same answer. In one week, the collection acency will begin proceedings. How do I stop it and get the money back from them they have illegally taken from me since August 2024 until now?Regards **** ******

  

  Business Response

  Date: 09/04/2025

  Thank you for forwarding **************** concerns.
  
  Mr. Liewens original water heater rental agreement included a clause stating that if we were not notified of the customers intention to end the agreement prior to the contract maturity date,billing would continue at the then-current monthly rate. As we did not receive any such notice, billing resumed as per the contract terms in August 2024.
  
  That said, after speaking directly with Mr. ****** and fully understanding his concerns, we made a one-time courtesy exception. The following steps were taken to resolve the matter in good faith:
  
  A full refund of $248.16 was issued for all charges billed post contract maturity
  
  The account has been closed, and all outstanding arrears were written off
  
  The collection agency has been contacted, and the file has been recalled and closed
  
  We believe this fully resolves the concern, and Mr. ****** has been informed accordingly.
  
  Please let us know if any further information is required.
  Thanks,

  Customer Answer

  Date: 19/04/2025

  Hi,
  
  I have been contacted by Vista. They have refunded the money they took from me, closed my account, and waived the $50 buyout fee. They also have withdrawn any credit collection activities against me through Kingston Collection Services. 
  I credit all this happening in such a short period of time to the review on the BBB website. 
  They referenced the complaint in their correspondence with me. 
  If it had not been for the BBB I think I would still be trying to resolve this issue.
  Thank you.
  
  Regards,
  
  
  **** ******

• Initial Complaint

  Date:29/03/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Regarding Lease #****** 17 Gazer Cr, Guelph, ON N1E 5Z6 To Whom It May Concern,I am filing a complaint against Vista Service regarding their failure to honor our 10-year hot water tank rental agreement. Before proceeding with an official complaint, I am notifying Vista Service of my intention to escalate this matter to the ***********************************On June 15, 2015, we signed a rental contract through Oosterveld Heating, paying $2,714.84 over 10 years for a $1,250 water heater. Vista assured us 24/7 service and full repairs/replacement coverage. From July 2015 to February 2025, we paid on time without fail and never required service.On February 19, 2025, our water heater began leaking, damaging our basement. We contacted Oosterveld Heating, per the sticker on our tank, only to learn they no longer serviced Vistas equipmenta change Vista never disclosed. Vistas after-hours line was unhelpful, referring us back to **********, then to **** Heating, whose representative laughed and said they dont service Vistas equipment.After multiple calls and long hold times, Vista eventually sent a technician on February 20 to take photos, warning that a replacement could take a weekunacceptable as we had no running water. Vista then demanded we sign a new 10-year contract to receive a replacement. When we refused, they terminated our agreement under the pretext of "maintenance"despite our tank being 9 years, 8 months old, within its expected lifespan.With no assistance from Vista, we paid over $3,000 to replace our tank, remove Vistas unit, and repair damage. Additionally, Vistas contract includes hidden 2.5% annual increases, misleading consumers into thinking payments remain fixed.Vistas failure to honor agreements, hidden fees, and deceptive practices warrant an investigation by the **********************************.

  

  Business Response

  Date: 02/04/2025

  Hello,
  
  We would like to sincerely apologize for the delay in attending to your service request, as well as for the lack of communication in response to your initial email. We understand the frustration this may have caused, and we truly appreciate your patience.
  After thoroughly reviewing the details of your case, we would like to clarify the following points. For your reference, we have attached a copy of your agreement.
  The service call was placed due to a reported leakage, and as per our process, the following steps were taken. Given the age of the product, our service department determined that it was no longer repairable and that a replacement tank would be required. As per the terms of your agreement, we followed the protocol of informing you of this finding and presenting the option for a replacement.
  Since you opted not to renew the contract with a new tank, we proceeded with the resolution of terminating the contract without any additional cost, as the unit had reached the end of its life. Under the rental contract with the extended warranty, we cover parts and labor related to mechanical failure of the unit. Please refer to the attached Terms and Conditions, specifically #**, "Maintenance of Product."
  The warranty was unfortunately voided, as no evidence of annual maintenance was given.
  Additionally, as per the terms of the agreement, please note the following regarding the product risks:
  Product Risks: If the product is lost or damaged beyond repair, or is unavailable or unsuitable for return at any time during the term of this Agreement, you will notify us immediately. Unless we agree to an alternative arrangement, you will promptly pay us the Casualty Value, which is equal to the total present value of all unpaid and future payments under this Agreement. The present value will be calculated by discounting at a rate per annum equal to the lesser of: (a) the remaining term of a ******************** bond plus 3%; or (b) 3%. Upon payment of the Casualty Value, you will acquire, without recourse or warranty, all of our rights,title, and interest, if any, in and to such product.
  We truly regret any inconvenience this situation has caused and remain committed to providing quality service.

• Initial Complaint

  Date:12/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract in 2016 when my house was built for water heater rental. The water heater needs to be replaced and vista credit did not want to replace. They wanted me to sign a new contract. I declined to sign a new contract. I spoke to a representative from customer service on March 6 at 1pm named ***** who informed me they could either offer to put in a new unit but I would need to sign a new **************************************************************** I advised them to close the account. I was told I would recieve confirmation of closure and that I could dispose of the broken heater myself. No confirmation - nothing was recieved. I followed up. Again they do not reply and do not send confirmation of closure. This is becoming absolutely frustrating as they firstly do not even honor to replace the heater and wanted me to sign a new contract, and now they do not even have the decency to simply confirm the closure which is all I want. SUMMARY: All I want is for them to confirm the account is closed, stop direct withdrawal of monthly payment.

  

  Business Response

  Date: 13/03/2025

  We apologize for the delay in confirming the closure of the account. Our Client Relations Specialist was able to connect with the homeowner and provide all necessary confirmation. The account is now closed, and no payments were taken for March.

  Thank you.

  Customer Answer

  Date: 13/03/2025

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

• Initial Complaint

  Date:04/03/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vista is collecting rental fees every month since 2020 on my BOSCH tankless water heater system.On Friday, 02/28/2025, the heater is now leaking and not working as determined by a technician who came on site. 5 days later I am still without hot water in the household and nobody contacted me to this day to let me know when the replacement will be done while the rental fees are still collected of course. I believe the contract stipulations are also not met as a replacement has not been provided within 48 hrs.

  

  Business Response

  Date: 11/03/2025

  We apologize for the delay in the replacement. When ordering a replacement unit, it may take some time as it needs to be ordered and scheduled. Our service team has confirmed that the scheduling of the replacement was successful. Additionally, the service manager attempted to contact the homeowner.
  
  Thank you, 

  Customer Answer

  Date: 11/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, however the issue was not about the actual delay on replacement but the actual communication. We didn't know when the unit will be replaced because nobody bothered returning our calls for the first 4 days...
  
  Sincerely,
  
  ****** ****