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:23/01/2025

  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.

  Feb 28, 2024 ****** called. As of Jan 1, 2024, I have paid for the tank with a Rent to own agreement since Jan 2013. I own the tank outright. Attempts t stop withdrawals from my account since Feb 2024 have been unsuccessful. They continue to withdrawal $26.75 automatically from my account. No response from this number, just long time on hold. ************** ***************************************** ****************** **** heating and cooling **** ************

  

  Business Response

  Date: 31/01/2025

  The contract is currently invoicing on a month-to-month basis. This agreement is not a rent-to-own contract, and payments did not stop upon the maturity date. At the maturity date, the homeowner has several options to choose from: renewal, purchase of the equipment, or continuation of the month-to-month rental. According to our records, these options were explained during a conversation on November 18,2022.
  As we did not receive any communication from you expressing interest in purchasing the equipment at least 30 days prior to the maturity date, the payments continued.
  As resolution, we will terminate the account and stop any further invoicing. Additionally, as a gesture of goodwill, we will waive the end-of-term purchase price.
  Attached is a copy of the contract, where you referenced Term and Condition #9, the Option to Purchase.

  Customer Answer

  Date: 31/01/2025

   
  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:16/01/2025

  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.

  Not fixing a rented hot water heater but still trying to charge me my monthly rental rate. after many disputes with them over more then ten year span and having to wait weeks without having a working hot water heater in my home. after replacing my water heater more then four times and it creating a flood in my basement again and again I had to wait for repairs I finally told them in more then one phone conversation and email to come and pick up there water heater as I am done with them and the lack of customer support they provide and always getting the run around. I have left ****** reviews about them over a number of years. they are refusing to pick up my hot water heater that has now been sitting in my garage for the over 5 months and are trying to say that a 9 year rental contract was signed with them. If I'm going to rent something I expect it to be maintained and fixed when it needs to be, not given the constant run around and have my house live with no hot water for weeks on end. They failed to provide me as a customer with reliable services and that in it self should null and void my contract. I would like them to come and get there water heater

  Customer Answer

  Date: 16/01/2025

  I have 4 other screenshots from email exchanges from 2015/2017/2024, unfortunately I can't send all 8 as this program only allows a maximum of up to 5 files, If you'd like the additional emails, I'll be eager to send them over email so you can get the full scope of things.
  
  Thank you,
  
  ********* *******

  

  Business Response

  Date: 23/01/2025

  Dear Ms. ********* ******* and Mr.**** ******************** you for sharing your concerns.I understand your frustration regarding your rental hot water heater and appreciate the opportunity to address this matter.
  
  Our records indicate the following timeline of events:
  
  July 9, 2024: You contacted us to report an issue with your hot water heater. During this conversation, you were informed that, in order to receive service, the past-due balance would need to be paid, as outlined in your rental agreement. However, you declined to make the payment at that time. You also expressed interest in purchasing the unit.
  July 11, 2024: We received an email from you indicating that you had removed the tank and switched to another service provider.
  July 12, 2024: We followed up with you regarding the buyout payment, but you declined to proceed and also declined further service at that time.
  
  As outlined in your rental agreement,retrieval of the unit or termination of the contract requires the account to be in good standing. To resolve this matter, we are offering the following options:
  
  Service Continuation:
  You will need to pay the current past-due amount of $398.36 and continue making payments as outlined in your contract. Once these conditions are met, we will service or replace the unit as necessary to ensure proper functionality.
  
  Contract Termination:
  If you want to terminate your contract, the total buyout amount is $4,246.76 ($3,848.40 for the buyout plus the outstanding balance of $398.36). Once this amount is paid, ownership of the tank will be transferred to you, and no further charges will apply.
  
  Please contact us at ************** to let us know how you would like to proceed. We are committed to resolving this matter promptly while adhering to the terms of your rental agreement.
  
  Thank you for bringing this to our attention. We value your feedback and hope to work toward a satisfactory resolution.

   

  
  

• Initial Complaint

  Date:07/01/2025

  Type:Billing 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 furnace when I lived in *********** but then I sold the house. To my understanding the remaining left owing on the furnace was taken care of with the sale of the house I moved and a couple years passed and I noticed that monthly payments where coming out of my account not knowing who sunwave was so I called the bank they couldnt find who sunwave was either so I placed a stop payment in august 2023 never got any emails or phone calls then in august 2024 I noticed it was back on my account withdrawing monthly payments again so I called the bank and once again they couldnt find any info on who sunwave was so a stop payment was placed one again Last month I got a phone call from vista saying that I owed them over 2000$ I was at work working night shift and told him Id have to look into it when I got home since then Ive gotten a few voicemails asking to speak to a women so I thought they had the wrong number my girlfriend tried called them and asked questions and they told her they would call her back and they never did on more then one occasion. The email they sent does not show a previous amount or what has been paid and the amounts from msgs and phone calls are not the same Today I got an email from a collection place wanting payment by the 10th of January *** sure if its a scam if I do owe the money I will definitely pay it but just seems off and it took them a year and a half to get a hold of me after the stop payment where made

  

  Business Response

  Date: 13/01/2025

  Thank you for reaching out and sharing your concerns. I want to address the situation and clarify the details surrounding your account.
  
  We have had multiple interactions with you and your spouse regarding this matter, including several emails,letters, and phone calls.
  
  As per our records, we have a signed contract with you for the furnace. While its true that you sold the house, our conversations with the new homeowners indicate that the furnace rental agreement was not disclosed in the purchase and sale agreement. Unfortunately,they are not willing to take over the contract, leaving the responsibility for the agreement with you.
  
  If you choose not to continue with the monthly payments, the remaining option is to complete a buyout of the contract, which would make you the owner of the furnace outright.
  
  I understand this situation may be frustrating, but its important to note that many of our attempts to reach out to you went unanswered, even after it was made clear why we were contacting you.
  
  If you would like to proceed with a buyout or need further assistance, please dont hesitate to contact us directly ********************************************************* Were here to help resolve this matter.

  Customer Answer

  Date: 17/01/2025

  Complaint: 22777068
  
  I am rejecting this response because:

  I don't know if this is a legitimate company and I don't the amount of money that I am supposed to owe them.  When my girlfriend called them, she is put on hold for approximately an hour and a half and they never call her back.
  
  
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 20/01/2025

  Dear Mr. ********************** you for your response. I appreciate the opportunity to clarify the details regarding your account and address your concerns.
  
  1. Legitimacy of the Account
  ********************** Services is a reputable organization, and your account pertains to a signed rental agreement for the furnace installed at your previous residence.For your convenience, I have attached a copy of the signed contract for your reference.
  
  2. Outstanding Balance
  As per our records, the total balance outstanding on your account is ************** includes a past-due amount of $1,565.89, which must also be cleared if you choose to resume monthly payments.
  
  3. Communication Attempts
  Our team has made several attempts to reach out regarding this matter to provide clarity and resolution options, including phone calls, emails, and voicemails. These communications aimed to explain the outstanding balance and your available options to resolve the account.
  
  4. Contractual Responsibility
  As outlined in the contract, it is the account holder's responsibility to ensure the agreement is either fulfilled, bought out, or transferred to the new homeowner during the property sale. Based on our review, the furnace rental agreement was not included in the purchase and sale agreement with the new homeowner, leaving the responsibility of the contract with you.
  
  5. Resolution Options
  To resolve this matter, you may choose one of the following options:
  Resume Monthly Payments: Clear the past-due amount of $1,565.89 and continue with monthly payments as per the original agreement.
  Contract Buyout: Fulfill the agreement with a one-time payment of $2,036.52, which will complete your obligations and grant you full ownership of the furnace.
  For your convenience, payments can be made via a secure online payment portal. If you would like the payment link resent or require further details, please let us know.
  We understand this situation may be frustrating, and we are committed to working with you to find a resolution. If your spouse is authorized to discuss this matter on your behalf, kindly confirm so we can address her directly.
  
  Please feel free to reach out to us at ************ or via email at ******************************************************** should you have any questions or need further assistance.
  Thank you for your attention to this matter.

   

  
  

• Initial Complaint

  Date:24/12/2024

  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.

  When we purchased the house we live in 2022, the water heater that Vista services rented we assumed rental. In June of 2024 we were given the option by Vista Services to purchase the water heater outright. We purchased the water heater in June 2024, we paid the required fees and Vista said that they would terminate the contract and we would own the water heater. Vista did not terminate the contract and continued to take the rental fees from July to October 2024 to the amount of $135.36.When I contact Vista in October 2024, ****** (Vista Services) said he would look into the issue and get right back to me, (never heard back from him). I have been continously calling them with no information coming back from them. I received an email on Nov 11/24 indicating that the contract had been terminated and the refund has been issued. The problem is the money was supposed to be sent to the originating bank account, no money from Vista has been sent to that account and they have no idea where it is.I called Vista on Wed. Dec. 18/24, ****** was all appoligetic about the issue, said she would look into the matter. I told her that I would give them 48 hours to come up with a beleivable answer not just lip service, I called Vista Friday, Dec. 20/24, I was put on hold by their automated operator for 20 minutes and then my call was dropped. I have had it, please help **** realize that it is the Christmas season and that your office will be closed at times and that you are busy this time of year. Any assistance would be appreciated.Thanks,**** *****

  Customer Answer

  Date: 30/12/2024

  This email is to inform you that Vista Services has made the refund of $135.36 to my bank account. I want to thank you for any part that you may have played in this action.

  
  

  Sincerely,

  
  

  **** *****

• Initial Complaint

  Date:19/12/2024

  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.

  Water rental agreements between the Vista and the homebuilder and then transferred to the homebuyer are being done at outrageously high amounts and deal terms. This is predatory pricing behaviour with agreements paying upwards of 4x the current price of a water heater over 15 year period. The transfer agreement itself is not clear as to what the product is, shows up as 'PV50'. The only way to terminate the agreement is payout the full remaining amount in full without any discount for terminated warranties and time value of money is outrageous. Companies like Vista are taking advantage of consumers with their aggressive customer service employees and a pricing strategy that should be criminal. I understand now why ******** wanted to remove these companies from their billing so as not to be associated with these bottom feeders. Vista should be ranked an 'F' and barred from the BBB. A current A- rating is unbelievable and severely reduces the credibility of the BBB as an independent reviewer and rank of businesses.

  

  Business Response

  Date: 20/12/2024

  Thank you for your feedback.We understand your concerns and would like to clarify that the contract rates for water rental agreements are fixed and cannot be changed once the agreement is signed. Under the rental agreement there is warranty for the mechanical failure of the equipment. For service-related issues our service team can be contacted at *****************************************************************************  Assuming the contract is based on the agreement of purchase of sale. To terminate the agreement a buyout payment needs to be made. The rental pricing is based on factors such as the product type, contract length, service and warranty coverage, and financing costs.
  For further questions, please feel free to reach out to our Customer Success team at ************************************************** We're here to help.

• Initial Complaint

  Date:28/11/2024

  Type:Billing 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.

  Subject: 2nd NOTICE Dispute of Overcharge on Account Number ********** Good Afternoon,I hope this message finds you well.I am writing to dispute an overcharge on my account 530239F-FB in the month of October 2024.Each month the bill should be around $45.15. However, in October 2024 my account was charged $90.40 an overcharge of $45.25.Upon reviewing my records, I believe this charge is erroneous as I have not authorized any monthly amount in excess of $45.15. I request that you investigate this matter and reimburse the account as soon as ************ can refer to the statements attached in the previous email which may assist in your investigation.I appreciate your prompt attention to this matter and look forward to a resolution at your earliest convenience. Please confirm receipt of this email and update me on the progress of your investigation.Thank you for your cooperation.

  

  Business Response

  Date: 09/12/2024

  We have thoroughly reviewed this matter, and we can confirm that there has been no overcharge in October. Since Vista took over the rental payments, we have received the following:
  
  A payment made in July, which covered June's rental.
  A payment for August, which covered July's rental.
  Two payments made in Septemberone covering August's rental and the other covering September's rental.
  Additionally, payments are now being processed on the 3rd of each month, starting in October, covering the respective month. It is important to note that Fernsby billed for the previous month, while Vista's billing covers the current month.
  
  The next invoice will be issued on January 3rd.
  
  Thank you,

• Initial Complaint

  Date:22/11/2024

  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.

  My problems started back on Apr.5/14 when I entered into a furnace +water heater contract with VISTA & SUPREME ENERGY. Unfortunately, I didnt realize I had made a such a foolish mistake signing up with such deceitful companies til it was too late, I even complained to the BBB & the ******************** but was told too much time had elapsed. Consequently, I was then stuck with many monthly payments which increased steadily since 2014 which I believe approx. =$3000, excluding the furnace which approx=$9000. Additionally, I received NO PROMISED SERVICE REPAIRS/YEARLY FURNACE CLEANING & then ended up paying someone else for the same job I had already paid VISTA. My new company, ****************, much more reputable & dependable, were EVEN the ones who made me aware on Mar.13/24 of my contract renewal with VISTA for May1/24! I then immediately emailed VISTA Mar.16/24 to cancel. I believed I would only need to pay 2 more payments of $25 + $56 for canceling & everything would be settled. No that is not the case, since May 1st, they keep trying to take money out of my account, costing me unnecessary banking fees. I phoned to complain on Nov.12/24, thats when the receptionist claimed I owed $152! In addition, a couple of days later a letter came stating I owe $126?

  

  Business Response

  Date: 26/11/2024

  
  We have terminated the account and suspended any further invoices. The reason it continued to invoice is that the final payment of $56.44 was not processed with the last rental payment. With the termination of the account, full ownership of the unit has been transferred to you, and you are free to use it as you see fit.  The customer may ignore any further communication as the account is up to date and terminated. 

   

  Thank you, 

• Initial Complaint

  Date:21/11/2024

  Type:Billing 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.

  Tryed to cancel my agreement service with pulse alert services under vista services billing company. Got the run around to several offices. I have one more day to have this cancelled on their end and they will not do it. I have tryed to put a stop payment on my credit card but unable to do anything until first payment trues to come out on a January 12/25

  

  Business Response

  Date: 26/11/2024

  Vista contacted the customer and informed them that we handle billing on behalf of *******************. Vista clarified that we do not yet have an account for the customer, so no invoices can be issued at this time. Vista has submitted a request to Pulse Medical Alert for their team to reach out to the customer to confirm that their account has been cancelled.Additionally, Vista has received confirmation that one of Pulses team member will be in contact with the customer.
  

   

  Thank you, 

  Customer Answer

  Date: 05/12/2024

  Complaint: 22587397
  
  I am rejecting this response because: the business has not made contact as they have said they would.
  
  
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 09/12/2024

  Vista reached out to Pulse in order for Pulse to connect with the customer and receive confirmation of cancellation. Additionally, we have not had an account for the customer on file yet, as it has not been submitted by Pulse for processing. This matter should be resolved and confirmed directly with Pulse. Please find attached the email confirmation of the request along with Pulse contact info.
  
  Contact:
  PulseAlert
  P **************
  E *************************

• Initial Complaint

  Date:20/11/2024

  Type:Billing 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 am writing to formally address several issues regarding my experience with Vista Services related to the hot water tank rental at my residence. Upon moving in, I reported to Vista Services that my water temperature was lukewarm to warm, and I was advised to adjust the temperature setting on the water heater. Unfortunately, after two years, the water temperature has worsened. I contacted Vista Services for servicing, and the technician indicated that the issue stemmed from a mixing valve, which was allegedly installed by the builder. However, it is my understanding that this mixing valve would have been installed by Vistas contractor during the initial installation of the hot water tank rental, as it is essential for distributing hot water throughout the home. Consequently, I believe Vista Services is responsible for the maintenance and potential replacement of the mixing valve. Additionally, I have observed that Vista Services has increased the rental fees for hot water annually by 3%, without prior notification to homeowners/account holders. While Vista claims that homeowners agreed to these terms upon signing the rental agreement, it is my understanding that the homeowners in this development did not sign such an agreement or receive a copy of the terms at closing. This lack of transparency seems to violate the Consumer Protection Act, as Vista Services has not provided full disclosure regarding the terms of the rental agreement. Furthermore, it raises concerns under the Canadian Competition Act regarding the enforcement of a lengthy rental contract as Vista has advised its 15/18 years and the significant annual rate increases, which appear excessive. (See November 6, 2014 Given these issues, I urge Vista Services to take responsibility by providing account holders in this residential area with credit to compensate for these violations and the poor customer service experienced. My monthly rental fee has escalated from less than $32.00 (including taxes) to over $39.00 in just two years, with a projected increase to over $42.00 next year according to their records again without any prior notification to the account holder. This situation is unacceptable and infringes upon consumer rights.

  

  Business Response

  Date: 26/11/2024

  We are sorry to hear that you have been experiencing service issues with your unit. As outlined in our rental agreements, the warranty covers parts and labor related to the mechanical failure of the unit. However, mixing valves are not included as part of the equipment covered under the rental agreement. These valves are part of the homes plumbing system and are typically installed by the builders plumbing contractors during construction, not by Vista.
  
  For your reference, we have attached the complete parts list. Should you require service related to mechanical failure, please contact our ****************** at **************.
  
  Regarding your rental agreement, please note that an annual increase in rental payments is specified within the contract.Unfortunately, we are unable to provide a copy of the agreement directly to you as you are a tenant. As this is a legal document, we recommend you ask your landlord to provide you with a copy if they choose.
  
  Additionally, the unit cannot be removed unless it is bought out. The buyout process must be initiated by the homeowner (landlord). To receive a quote for the buyout, please reach out to our *************************** at **********************************************************************************.

   

  Thank you, 

  
  

  Customer Answer

  Date: 03/12/2024

  Complaint: 22581439
  
  I am rejecting this response because:
  
  1/ Vista is not complying by the consumer protection act.  This is illegal and enforcing an agreement which the landlord has firmly never signed like all the other residents in this development are in the situation.  They have been advised to forward a copy of the agreement to the landlord which they failed to do.  
  

  2/ this mixing valve was installed at the time by the owner of the hot water tank and not by the developer as the vista is claiming.  
  
  these companies needs to be better controlled!  
  Sincerely,
  
  ******* Dos ******

  

  Business Response

  Date: 13/12/2024

  When the homeowner initially purchased the property from *********************************************** we provided them with the terms and conditions of the rental agreement. The homeowner agreed to the terms, and payments have continued, with the unit remaining in use under the original rental agreement.
  
  Upon receiving the service request, we determined that the issue was related to the mixing valve, which controls the water temperature. Please note that mixing valves are not covered under our rental agreement and are the homeowner's responsibility. As previously mentioned, the mixing valve is an external component and not part of the hot water tank itself.
  
  Regarding the removal of the hot water tank, we need to discuss the next steps directly with the homeowner. After several attempts to contact them, the homeowner emailed Vista, and as of today, we will be sending an email to resolve this matter.
  
  We hope this clears up any confusion. If you have any further questions, please email our Customer Success team at **********************************************************************************.
  

  Thank you,

  Customer Answer

  Date: 14/12/2024

  Complaint: 22581439
  
  I am rejecting this response because:
  
  The copy of the agreement claimed by vista that they claim that the landlord agreement is NOT signed by neither the builder or the Landlord which constitutes as invalid.  I have asked the landlord for a copy eventhough the landlord has given them to consent to disclose all issues with me and to terminate the rental which they have not responded.  
  

  BBB needs  to be more accountable as your responses have been completely invalid to protect consumers and not doing its job.

   

  
  Sincerely,
  
  ******* Dos ******

  

  Business Response

  Date: 20/12/2024

  Vista has contacted the homeowner and provided confirmation of the agreement, along with an update on the status of the account as being terminated as of December 17 2024. There are no further obligations at this time.
  
  Thank you for your business. 

  Customer Answer

  Date: 20/12/2024

  Complaint: 22581439
  
  I am rejecting this response because:
  
  They did and were trying to get the landlord to sign an authorization but refused to provide a copy of the actual signed rental agreement they claim the homeowner was given a copy of the agreement several years ago.  This not constitute as a valid response or confirmation has been signed.  Their response clearly confirms the agreement was never signed and they have been caught.  The homeowner asked again for a fourth time a copy over 48 hours ago and they have not responded.  Collection monies for a non-binding agreement constitutes as extortion and/fraud as a result they are liable for a class action suit and I want a full refund since my occupancy in aug15/22 plus interest as per CPB standards.
  
  Sincerely,
  
  ******* Dos ******

  

  Business Response

  Date: 03/01/2025

  Your continued use of our asset during the term of the rental and continued payment constitutes the acknowledgement of a financial agreement between two parties. We have in good faith terminated the contract of the landlord and he is now the rightful owner of the equipment.  No further action will be taken to collect remaining payments. We consider this situation resolved.
  

  Customer Answer

  Date: 06/01/2025

  Complaint: 22581439
  
  I am rejecting this response because:

  They did in good faith as they DO NOT have a signed contract with the landlord.  As a result, they have been collecting funds which were not authorized to do from the tenants including myself.  
  
  I legally demand to have all the premiums paid I paid plus 3% interest to be reimbursed back to me no later than January ******* or I will have to escalate the matter further.

  Sincerely,
  
  ******* Dos ******

• Initial Complaint

  Date:17/10/2024

  Type:Billing 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 am writing to formally raise a complaint regarding several ongoing issues with Vista services billing and payment system related to my water tankless rental. I moved into my new build home and was originally paying $45.14 per month (including taxes) to the previous rental company, Fernsby. My last payment to Fernsby was for ****, and I was informed via email that the rental equipment would be transferred to Vista *********** instructed, I signed a pre-authorization form with Vista Services. However, I was charged $45.14 on July 5th for the month of ****, despite already having paid Fernsby. On top of this, I was charged another $45.14 on July 15th for July's payment. This double charge for **** was never resolved, despite my numerous attempts to contact Vista services team and provide proof of payment from **************** Additionally, when I requested detailed invoices from Vista Services, the payment records provided did not accurately reflect my payments and were significantly less than what I actually paid. Due to these unresolved discrepancies, I had to contact my bank to stop the pre-authorized payments, and I have since decided to pay manually each month.However, Vista Services is now sending threatening emails, claiming that I owe unpaid amounts and warning that this will be sent to a collection agency. Furthermore, my monthly rental charge has been increased without any prior notice, and the amount I am now being asked to pay is higher than what my neighbors are charged for the same service.

  

  Business Response

  Date: 24/10/2024

  Dear ******* ******,

  Please let us offer apologies for the situation. The previous billing system did not accurately reflect payments onto our system in your case. We have made the necessary adjustments and have emailed the details to you. Thank you for your patience and thank you for being a Vista customer.

  ********************** Services