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:27/09/2024

  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.

  I started with a water heater from VISTA in 2018 at a rental property in ****************. At my own house, I owned the water heater for a third of the cost of Vista's, and I had no issues at all. Vista's water heater would cost me almost $10,000 in rental cost for a 15 year term, and it started malfunctioning every few weeks after the fifth year. Despite multiple service calls, the issues persist. When I tried to reach customer relations by phone, the line was always busy. The rental contract was forced on us with the builder's new house agreement, and we were given no option to opt-out. Is this a violation of fair competition?

  

  Business Response

  Date: 04/10/2024

  Hello Jingzi,
  
  We sincerely apologize for any inconvenience you may have experienced. We want to assure you that we dispatch our team for service whenever we are contacted by the resident of the property. The technician who serviced the unit in January 2024 identified that the issues being experienced stem from a lack of maintenance and water quality/plumbing concerns, rather than a mechanical failure of the equipment. We are happy to assist with however you would like to proceed. We strongly urge you to contact our customer success team at ************** and we would be happy to help!
  
  Best,
  Vista Services

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 22348262
  
  I am rejecting this response because:

  Thanks for the response, Ive further looked into the initial contract and held discussions with the tenants who have been using the water heater, and we are of the opinion that the rental agreement is a highly prejudiced contract in favour of the service provider, contains no consideration for consumer protection, enforced on the new home owner without informed choice and opportunity for independent legal review &advice. Therefore, we request the contract to be voided/ended, and the equipment removed from the premises. We note the following:
  

  The transfer of the property took place on August 16, 2018; The rental agreement was provided to the owner on August 24, 2018 by email.  The owner was not given the opportunity or advice to obtain independent legal review of such Agreement.
  Upon a recap, it appears the Agreement imposes obligations for both payments and maintenance of the equipment fully to the owner, despite its a rented equipment.

  The Agreement did not specify the anticipated scope of maintenance and cost, other than shifting the obligation to the owner to find out on its own.
  It has just come to my attention now that the regular maintenance will cost $200+ per annual for flushing, and $300+ for replacing the anodes every 3-5 years. In addition, it was noted that the equipment did not come with a shut off valve which makes flushing a challenging task to perform.
  Essentially, the service provider is charging a rental cost at a 7.58% financing rate with annual increase, while leaving the primary obligation to the consumer to maintain the tank at their own cost.

  The Rental Agreement, on a recap, imposes only obligations on the home owner, while silent on the service obligation and service standard of the provider.
  The hours for service call of the provider is 8am to 5pm Monday to Friday, while the peak hours for water tank usage after 5pm and during the weekends is not covered, leaving the customers no choice but to trouble shoot at their own cost to meet their familys needs. By comparison, Enercares support center operates 24/7 to take service calls. This service hour for an essential equipment cannot meet customer needs, which fact, was not disclosed to the customer at the signing of the Agreement.
  Given the above, the Agreement is not a fair Agreement entered with informed choice of the owner. I hereby request the Agreement to be terminated without further cost to the owner. We offer to uninstall the equipment and place it at the driveway for pick up by the service provider, at a mutually arranged date and time.
  We look forward to hearing back from you. 
  
  Sincerely,
  
  Jingzi ***

  

  Business Response

  Date: 16/10/2024

  You are correct:for annual maintenance, it is the homeowners responsibility to ensure the product remains in a fully functional state. As part of your rental agreement,we also provide 24/7 service coverage through our affiliated call center, which includes parts, labor, and potential replacement of your tank.
  
  As you have a signed contract, you are responsible for fulfilling the terms for the remainder of the contract period. If you wish to cancel the contract, our Customer Success team would be happy to provide you with a quote for the contract buyout.

  You can reach us at ********************************************************************************** 

• Initial Complaint

  Date:20/09/2024

  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.

  I rent a water tank from vista. In November of 2023 it began to leak. I called customer service several times and they kept directing me to another company to service it. That company no longer held a contract with vista so was unable to service it. I called vista back and the customer service *** said it was out of his hands. The only thing he could do was put in a service request order (to the company that doesn't service vista). This was on a Friday. I called 8 times over the weekend while it continued to leak. I did my best to contain the leak by attaching a hose to the bottom and let drain into a large pail. The leak continued to get worse over the weekend, and I was emptying the pails hourly. There was significant damage to my basement, including carpet damage. I continued to call and leave messages with managers. 5 months later I got a call back. I told them I wanted to file a complaint because now I had mold growing in my carpet. They instructed me to get 3 quotes. I did this. They then requested a specific carpet company give a quote and they arranged it. I allowed them in the house to give a quote. They agreed to move forward with one of the quotes, then rejected my claim a month later with no explanation. In summary, they didn't provide service and broke the terms of our contract. No one would call me back for months at a time. They requested quotes, which I gave and agreed to one quote, then later retracted it with no explanation. It has been 10 months now since the water leak and I've had no resolutions.

  

  Business Response

  Date: 16/10/2024

  The customer and ********************** have agreed to a settlement privately. 

• Initial Complaint

  Date:20/09/2024

  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.

  My home has water and A/C rental originally from ***************. Recently the *************** was sold to Vista service. My credit card was charged for $304.98 for 2 additional months on Sep ******* for previous months that i paid to old company (*******). When i contacted the Vista (new operator) to correct the account as the amount is already paid, and it should be the matter of internal communication between old company and new company to fix the issue, they have refused to do so.Therefore as a customer i have been double charged for the services.

  

  Business Response

  Date: 23/09/2024

  Hello ****,
  
  We sincerely apologize for any inconveniences you may have experienced. When Vista acquired Fernsby, we began billing from June onward. We want to assure you that any prior payments or missed invoices with Fernsby have been considered. It's important to note that Fernsbys billing was a month behind, while Vista invoices are issued on a current month basis. For the address in question, the invoice commenced in June 2024 with Vista.Unfortunately, we did not receive a payment until August 2024, which resulted in the June and July rental payments becoming past due, as the Fernsby invoice had not been paid either. The payment received in August was applied to the June rental, and the September 10th payment was allocated to cover the July rental. Due to the continued arrears, the second payment made on September 20 was applied to  August and September invoices. Were glad to report that this has brought the account up to date. Going forward, the next invoice is October 10th and will cover that months charges. Thank you for your understanding and support during this transition.
  
  Best,
  
  Vista Services

  Customer Answer

  Date: 23/09/2024

   
  Complaint: 22313880
  
  I am rejecting this response because: I haven't provided written consent from changing payment terms from Arrears to advance. When a company takes over clients from another company the per-existing terms and conditions prevail. Any subsequent changes in the contract which have to be agreed by both parties and this is not the case. Please share the document that shows client acceptance in this contract clauses.

   

  Looking forward to receive the required documents in this regards.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 08/10/2024

  Hello ****,
  
  We understand that changes in billing can be frustrating and we apologize for the inconvenience. our billing system is not the same to Fernsby and since we have acquired the account it has been updated to match Vistas billing. We have been trying to connect with you to explain the payment method,but we have not been successful. There is nothing in your contract that states we can or cannot bill in arrears or advance. We have attached a copy of the agreement, specifically under the contract terms and conditions sections #5 -Customers Commitment find below. We hope this helps to better understand this change. If you have any further questions please feel free to contact our customer success team and we would be happy to assist.
  
  Best,
  Vista Services

  Customer Answer

  Date: 08/10/2024

   
  Complaint: 22313880
  
  I am rejecting this response because: The contract states that the charges are due; no where in the contract its written that vista can unilaterly change the term from arrears to advance. This is material breach of contract and need to be resolved at earliest.
  
  Sincerely,
  
  **** *******************

• Initial Complaint

  Date:04/09/2024

  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.

  I was charged for a water heater rental in a unit I moved out of at the end of July. I provided all of the required information including the owners information. I was charged in August for the August rental. I spoke with someone who told me it would be fixed and I would be refunded. I called again at the end of August and was told the same thing. I have now called 6 times, gotten through to speak with someone only 2. Sent several emails with no response. I would like to be refunded as I did not live at this unit for the time I was charged and they have not be forthcoming with the refund.

  

  Business Response

  Date: 06/09/2024

  Hello ******,
  
  We sincerely apologize for any inconveniences you may have encountered with Vista Services. We understand how important this refund is, and we sincerely apologize for the delay in receiving it. We can assure that we have removed your account details from our system.The refund has been processed, and you can expect it to be posted bank to your by September 13, 2024, at the latest. The total refund receive will be $107.42 covering the August and September charge. If you have any other questions or concerns please feel free to reach out to our customer success team.
  
  Best,
  
  Vista Services

  Customer Answer

  Date: 10/09/2024

   
  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:03/09/2024

  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 have no contract with Vista Services, however, they continue to bill me even after asking them to stop.

  

  Business Response

  Date: 06/09/2024

  Hello ******,
  
  We sincerely apologize for any inconveniences you may have encountered. As of December 2021, Vista Services acquired Cricket Comfort and thereby all of its customers. You may visit our website at  *************************************************** for more information. As such, item #** of the terms and conditions of your contract with Cricket, screen shot below, confirms Cricket's right to assign their contracts. Vista acquired this rental agreement from Cricket and we took over his contract and payments as of January 1, 2022. Therefore, your contract continues with Vista services. If you would like to discuss this further we encourage you to contact our customer success team who would be happy to assist you.
  
  Best,
  Vista Services.

  Customer Answer

  Date: 06/09/2024

   
  Complaint: 22234924
  
  I am rejecting this response because:

  Dates don't align your explanation.
  

  I'm questioning the validity of your explanation because payments were being made to Cricket and being accepted by Cricket well past any dates provided by Vista Services. see uploaded screen shots.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 13/09/2024

  Hello ******,
  
  Our records indicate that you received a letter disclosing that Vista would be taking over the payments and have recently spoke with a member from our customer success team. We understand that your questions and concerns were answered in this conversation. Should you have any more we encourage you contact our customer success team again. Thank you for your cooperation and understanding.
  
  Best,
  Vista Services

  Customer Answer

  Date: 15/09/2024

   
  Complaint: 22234924
  
  I am rejecting this response because no proof has been provided.

   

  If I can right a letter to Vista and say they owe me money, do they?
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 19/09/2024

  Hello ******,
  
  Our Director of Client Relations has tried on numerous accounts to contact you via phone and email to discuss this situation with you. We are happy to provide whatever proof you would like to confirm the acquisition. We urge you to contact us as soon as possible to allow us to resolve this at your earliest convenience.
  
  Best,
  Vista Services

  Customer Answer

  Date: 20/09/2024

   
  Complaint: 22234924
  
  I am rejecting this response because:

  I have a contract with ************************* not Vista Services.
  
  I'm requesting a legal document, admissible in court, that proves I owe money to Vista Services.
  
  This is a very simple request.
  
  I've formally made requests to both ************************* and ******************************* LLP that have gone unanswered. 
  
  Please provide the information requested.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:26/08/2024

  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.

  Vista Services that has renamed itself from *************************, continues to ******* me for payments and withdraw funds from my personal bank account without authorization. The contract with this company was breached after they failed to service the water heater after it stopped working. I was left without hot water for over a month. Even after several phone calls and emails to this company for service, they did not send anyone to service the water heater. Therefore, I was forced to purchase another water heater from a different company. Instead of providing any compensation for their lack of required service and breached contract, they continue to bill me for a water heater that I had to replace at my own expense.Ideally, I would like them to repay me for the trouble they have put me through. At the very least, they need to stop harrassing me for more payments for service that they have failed to provide and refund me the $104 that they have withdrawn without authorization.

  

  Business Response

  Date: 03/09/2024

  Hello Sonjuhi,
  
  We apologize for any inconvenience you may have experienced. As per our records, when you called on April 26, 2024, we dispatched a tech to your home who noticed that the ventilation was removed for home renovations and stated that you would need new ventilation to be installed. We have attached a photo taken by the technician above for reference. As the ventilation was removed by yourself, it is not covered by our warranty program and therefore will not be replaced by Vista.
  
  Therefore, your agreement remains intact and you will continue to be charged monthly. You can also choose to pay the buyout amount to cancel any further invoices. The buyout as of today date is $392+HST = $442.96.
  
  Additionally,  you had a past due payment for April when you called for service which is the reason our collections and payments team have been reaching out to you. The account continued to be past due for May and June and further communication was send.
  
  If you would like to further discuss any of these issues, we encourage you to contact our customer success team and we are eager to help.
  
  Best,
  Vista services. 

  Customer Answer

  Date: 03/09/2024

   
  Complaint: 22195073
  
  I am rejecting this response because: 

  This company has been providing untruthful information all along.

  Please see attached the payment reciept and the associated invoice. The account was fully paid prior to me filing  the complaint regarding the non-functional water heater. 

  There was absolutely no service visit made to the house to inspect the water heater. The company has filed a false record in their system. 

  They have been making several excuses for not providing service required by the contract. First it was non payment and then the warranty being void. 

  After waiting for service for over a month, I had to replace the water heater at my own cost. I requested them to atleast take away the non-functional water heater but they still did not respond. And I was forced to have it disposed at my own cost.

  They are now using all their tactics to get me to buy out a non functional water heater. I won't be entertaining this.

  They used the ******** logo in the contract, which made me believe that they are associated to Enbridge. Believing that they are associated with a trustworthy company, I had signed the contract. Using this contract, they withdrew over a hundred dollars from my account, while I had clearly indicated to them that I don't want to make any payments to them since they have voided the contract by not providing required service, leaving us without hot water for over a month.

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

  

  Business Response

  Date: 11/09/2024

  Hello Sonjuhi,
  
  We once again sincerely apologize for the inconvenience you have experienced. We recognize the sensitivity of this situation, but we affirm that the information provided is accurate. Your account was in collections for nonpayment for March and April 2024 so our collections and payment team reached out via calls and emails to request payment to bring the account up to date. On April 26, our records indicate that a member of our customer success team spoke with you regarding service and addressed the past due payments. Our service team then communicated with you,and we dispatched Brilia Heating and Cooling for service. It was at that point that you made the past-due payment on that same date, bringing the account current.
  
  Attached is the service form along with email confirmation that Brilia attended the service the same day but had to refuse due to the need for new venting installation. It indicates that the venting was removed during renovations. Attached is the picture showing the removed ventilation and unplugged unit that Brilia took.
  
  We then informed you that due to these renovations, the warranty was voided, and you would need to hire a different company to restore the ventilation. We also advised you that a buyout fee would be necessary to terminate the account, as there are remaining payments per the contract.
  
  Since then, the account went past due again due to non-payment for June, July, and August, and our collections and payments team has continued to send notifications to bring the account up to date. The account is now past due for September as well.
  
  We would like to resolve these issues for you as soon as possible and encourage you to call our customer success team to do so.
  
  Best,
  Vista services

  Customer Answer

  Date: 13/09/2024

  Complaint: 22195073
  
  I am rejecting this response because: The company Vista Credit Corporation /**************************** is making false claims.

  While I acknowledge that the payment for March 2024 and April ******************************************************************************************************* on 2 occasions and has only issued credit for the overcharge after significant amount of *************** follow-ups and bank statements can be provided as evidence. Therefore, I have had to be very cautious and verify charges prior to making any payments to this company. After they refused service, I have no obligation to make any payments to this company as they have breached the contract. Further payments will only make their fraudulent practices more prevalent.

  The account was current prior to any calls with this company on April 26th, 2024. This can be verified by the payment receipt emailed by the same company, at 7:50AM in the morning of April 26th, 2024. This is prior to the call center opening hours, which is 9AM to 5PM, so the customer service agent had nothing to do with this payment.The payment receipt was attached in the prior communication with this company on the BBB portal, which this company should already have a copy of.

  The very first communication with this company on April 26th, 2024, was at 4:14PM (call logs can be provided). I called them to request service for a water heater which was not working and I had access to no hot water, which is deemed a vital service in *******. In response, the customer service representative informed me that their company policy is to ensure all payments have been made prior to providing any service.I tried to assure them that the account was current, however, I am not sure if the agent agreed. A week later on May 3, 2024 at 6:54 PM, I received another invoice for $104.43. Please see a copy of this invoice and the follow-up attached.There is no way this amount had been due. The company itself has admitted in the previous response on BBB portal that the account was current on April 26th,2024. They were cooking up reasons to not service the water heater. No service technician has visited the premises till today.

  The company has provided a copy of a ticket that they have entered in their internal system as evidence of dispatching a service technician. This is insufficient as they could have entered any random data in their system. I will ask the company to provide an appointment confirmation that would have been sent to me if there was a visit scheduled, or work completed sign-off sheet with customer signature that demonstrates the technician visiting or may be an after-visit customer satisfaction survey or anything that shows me being aware of any technician visit.
  
  Sincerely,
  ******* *****

  

  Business Response

  Date: 19/09/2024

  Hello Sonjuhi,
  
  We understand that you are not satisfied with this situation despite our best efforts to find a solution. Therefore our customer success team has reached out to you via phone and email to amicably terminate your account but has not been successful in reaching you. We urge you to contact our team as soon as possible so we can resolve this matter at your earliest convenience.
  
  Best,
  Vista Services 

  Customer Answer

  Date: 23/09/2024

   
  Complaint: 22195073
  
  I am rejecting this response because: Fraudulent Misrepresentation 

  The company's (Vista Services / Cricket  Home Comfort) contract manager reached out to me on September 16th, 2024 (email attached). I responded to them on the next day, 2 days prior to the them making this claim on 19th on BBB portal.

  They are asking me to pay them $196+HST, which they believe is a 50% reduction of the original buyout amount. They directly charged my Bank account $105.30 in August 2024, even after I had specifically instructed them not to. They have not provided any service since April 2024. They have collected payments every month for about 10 years, and provided zero days of maintenance.

  I will not be paying a single cent more to this organization. If they want to settle, they will need to refund the $105.30 charged in August 2024 and terminate the contract without any further charges. 

  I am not liable to pay this company after they left me without hot water for over a month. As they have failed to provide the service that was required by the contract, they have breached the contract and do not have any rights for any further payments after April 2024.

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

  

  Business Response

  Date: 09/10/2024

  Hello Sonjuhi,
  

   
  

  As we have stated before, your warranty is voided due to your equipment being removed during home renovations and therefore no maintenance can be provided. As your contract has continued throughout this time, the invoices charged are still valid however, we still stand with our offer to reduce the buyout by 50%. The new buyout amount must be paid in order to terminate the contract. We strongly advise you to contact our customer success team directly so this matter can be solved as soon as possible.
  

   
  

  Best,
  

  Vista Services
  

   
  

   
  

   
  

  Thanks,
  

   
  

  ***** ***** Marketing Specialist

  Vista Services ************************* ******* , ******* M3N 1X3

  T: W: ************ *********************************

  
  

   
  

  Here at Vista, we are committed to providing accessible service, if you require accommodations for us to serve you to the highest degree, please don't hesitate to let us know.

• Initial Complaint

  Date:08/08/2024

  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.

  Hot water tank requires service or replacrment. Cannot get ahold of any customer service or contractors associated with Vista. They are completely AWOL. I have left numerous messages via phone and email service forms. I will be cancelling any further payment. I believe they are scamming their customers.

  

  Business Response

  Date: 03/09/2024

  Hello ***,
  

   
  

  We sincerely apologize for any inconvenience you may have experienced and apologize for the service you have received. As per Best Practice, it is typically advisable to consider upgrading your equipment around the 10-year ***** Our records indicate that your account has been closed and we wish you the best.
  

   
  

  Best,
  

  Vista services
  

   
  

  Thanks,
  

   
  

  ********************* Marketing Specialist

  Vista Services ************************* ******* , ******* M3N 1X3

  T: W: ************ Vistaservices.ca

  
  

• Initial Complaint

  Date:11/07/2024

  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.

  I am trying to cancel my water heater account so that my landlord can install a new one. I have no hot water. I just want to cancel my account. That's it. But they will not get back to me. I have submitted email requests and voice mails. And I have even spoken to someone in customer support and they said I have to talk to billing. They transferred me and I left a voice message. Nobody will communicate with me. We can install a new water heater without cancelling the old one but that will cost me $100. I have low cash flow right now.I have paid them $27.30 for this month's hot water but that's going to be lost because I don't have hot water.And I think we're going to have to pay the $100 for setting up a new hot water tank with a different business. So the compensation I would appreciate is $127.30.The only outcome I want from this is for them to officially close the account.

  

  Business Response

  Date: 29/07/2024

  Customer called in and asked for a refund of the month's rental due to the extended time without hot water. July 18th the Customer Success manager agreed and waived the termination fee for the contract processing a refund for $27.30. It may take a few days for the transaction to show As a business, we do not pay the set-up fees for other companies to procure their services so we reject the claim for the additional $100.

  Customer Answer

  Date: 29/07/2024

   
  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:09/07/2024

  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.

  Repeating damage to flooring and walls (flood) occurred because of unprofessional installation of water heater (2nd occurrence in 18 months). The source of the damage is lack of pressure controlling tank that wasn't installed even though same issue appeared 1.5 years back. the result of the damage is renovations - tear down and replacement of flooring and part of wall structures. The service provider representative (*************************) was given all the information and bills incurred as part of the damage but refuses to cooperate and pay for the damages. I am opening this complaint and will seek also further social/media exposure of the issue as it has significant public interest and multiple users might be affected.

  Customer Answer

  Date: 12/07/2024

  Hi,

  We can update the resolution to a refund on the same amount. Thank you

  

  Business Response

  Date: 17/07/2024

  Hello ****************,
  
  As per our records indicate, you had contacted us previously on this issue and have shared pictures and invoices of different costs associated with the damages. One of the invoices was a receipt from your plumber which showed a failed sewage line which was backed up and draining into the space which was confirmed by our contractor. The plumbing system had over pressurization issue which is usually a negligible release of water then valve self seals again. This leads us to believe the Failed sewage line was the contributing factor to most of the damages. We have offered to cover the cost of the addition of the expansion tank to the system as well as other offers of compensation, however our records indicate you have refused all offers. We encourage you to contact our customer success team in order to come to a resolution suitable for all parties.
  
  Best,
  Vista Services

  Customer Answer

  Date: 22/07/2024

   
  Complaint: 21962943
  
  I am rejecting this response because:

   

  Hello,

   

  I was indeed in touch with your company customer service before escalating it to ********************.

  As you are already aware, I was very collaborating with your service department and provided information, pictures and invoices for all incurred expenses. 

  I also explained to them in length that the event started on Thursday , June 6th but was rectified only on Monday thereafter, there was no issues with sewage in the first few days, it only got clogged and backed up due to the derbies coming from the water heater room (soaked materials flowing into sewer). I have depositions from the tenant, your own technician and plumber for the root cause of the issue, blaming it on sewer backup is preposterous and ridiculous when its clear how the event was triggered - by water heater leak due , 2nd time in 2 years, due to improper installation.

  I do not see there is a point of me contacting your service department again, as they refused to own the issue. Seems like your department is also not helping. At this stage, I understand that i explored all my options to resolve the matter in peaceful ways so my next steps is to go public with my complaint and also start proceedings in small claim court. Please be aware that I am now going to seek full damages, including rental loss, time off work and other compensations in additional to incurred costs.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 29/07/2024

  As evidenced by the attached invoice supplied by ****************. The drain had an excessive build-up of grease that was being repaired at the same time the water heater was being replaced. It is our position that this was a contributing factor to the floor drain being blocked and allowing for the extensive damage. We are prepared to re-extend previous offers but not prepared to cover the full amount of damages. 

  Customer Answer

  Date: 30/07/2024

   
  Complaint: 21962943
  
  I am rejecting this response because:

   

  Hello,

  As explained before, the damage was caused over multiple days of leakage from the water heater, soaking the walls and floor with water, all of it also clogging the drain. Even if we would agree that blockage of sewer was a contributing factor for the damage to the apartment, we must agree that water heater leakage itself was also a contributing factor for drain blockage! And just to put things into proportion, your (revised) offer stands at 25% of the damage cost , so its not the case where you refuse to cover ALL damages, you actually offer to cover small part of the damages which is unacceptable for the reasons mentioned above.

  Again, i must stress, that I was upfront and very transparent with your company from the very start, providing all information, invoices, pictures without withholding any information - I was hoping to get same level of transparency in return. However, your first response was that you have nothing to do with it. Then you offered to cover the cost of expansion tank that should have been installed in the first place, now you offer 1500$ which is 25% of the caused damages. The only settlement i will consider to accept is for you to cover the cost of expansion tank + all the damages. I will cover the plumber bill (even though it was triggered by water heater leak)

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

  

  Business Response

  Date: 14/08/2024

  **************** and Vista have settled the dispute privately. No further action is required.

  Customer Answer

  Date: 15/08/2024

   
  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:08/07/2024

  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.

  Thursday July 4th 2024, I found that I have been billed wrongly since July 2023 for the water heater rental. As per the tenant agreement, I should have been billed $28.84 + tax per month quarterly. It was agreed that my account would be debited every 3 months for the amount of $101.72 ($28.84 times 3 months plus tax). Instead, I have been billed $101.72 per month from July 2023 up until now. From July 2023 to July 2024, I have been billed a total amount of $1322.36 ($101.72 per month times 13 months). What I should have been billed is $406.88 + taxes yearly ($101.72 quarterly = $406.88 + taxes yearly).I spoke with someone in April regarding this billing error and they refunded me 3 payments $101.72. However it appears that the problem still continues and I am being billed monthly $101.72. I called on July 4th 2024 and spoke to a billing representative and she said verbatim that my bill is a mess and she cannot do anything. I requested to speak to a supervisor and she refused to cooperate with me. I then requested to speak with the person that refunded the 3 payments to me earlier, and I was given a manager's name but not allowed to talk to them.As per today, I am owed $610.32. See below for calculation.Amount billed $101.72 x 13 = $1322.36 (incorrect amount) Amount I should have been billed $101.72 x 4 = $406.88 Refunded amount $101.72 x 3 = $305.16 Money owed to me = $1322.36 - $406.88 - $305.16 = $610.32 Please send me a check for the amount of $610.32 as soon as possible. If this is not resolved, I will consult a lawyer and call the ******** to report on this on their consumer alerts segment.

  

  Business Response

  Date: 03/09/2024

  Hello ******,
  
  We sincerely apologize for any inconvenience you may have experienced.  Our records indicate that our Customer Success team has been in communication with you regarding the situation.  We are currently in the process of sending you a cheque for $498.46 to address the overcharge on your credit card.  Once you receive the cheque, you will be able to set up month-to-month payments moving forward.  If you have any other questions or concerns please feel free to reach out to our Customer Success team.
  
  Best,
  ********************** services. 

  Customer Answer

  Date: 03/09/2024

   
  Complaint: 21959282
  
  I am rejecting this response because Vista Credit Corporation has been saying since July 30th that they will be sending me a cheque and still I have not received a cheque. Please see the attached PDF showing correspondence between me and the Customer Success team.
  
  Sincerely,
  
  ******************************************

  Customer Answer

  Date: 03/09/2024

   
  Complaint: 21959282
  
  I am rejecting this response because Vista Credit Corporation has been saying since July 30th that they will be sending me a cheque and still I have not received a cheque. Please see the attached PDF showing correspondence between me and the Customer Success team.
  
  Sincerely,
  
  ******************************************

  

  Business Response

  Date: 06/09/2024

  Hello ******,
  
  We sincerely apologize for the delay in processing your refund cheque. We understand how important this is, and while refunds via cheque do take a bit longer, we have invoiced it and it will be mailed out by Monday, September 9, 2024. Our customer success team will reach out to you with a tracking number for your reference. Again, we apologize for the delay and if there are any other concerns you may have please feel free to reach out to our customer success team.
  
  Best,
  ********************** Services.

  Customer Answer

  Date: 12/09/2024

   
  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,
  
  ******************************************