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Business Profile

Financial Services

Vista Services

Complaints

Customer Complaints Summary

  • 89 total complaints in the last 3 years.
  • 31 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:26/01/2023

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

    Business Response

    Date: 26/01/2023

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

    Customer Answer

    Date: 27/01/2023

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

     

    Thanking you,

     

    ****** ****

     

    Business Response

    Date: 30/01/2023

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

    Customer Answer

    Date: 31/01/2023



    Complaint: 18902775



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



    Sincerely,



    ****** ****
  • Initial Complaint

    Date:06/10/2022

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

    Business Response

    Date: 07/10/2022

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

    Date:08/09/2022

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

    Business Response

    Date: 09/09/2022

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

  • Initial Complaint

    Date:29/07/2022

    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.
    We have been trying to get our water heater repaired since June 28. Vista Credit referred us to ******* ****** for repair.

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

    Business Response

    Date: 09/08/2022

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

    Customer Answer

    Date: 11/08/2022



    Complaint: ********



    I am rejecting this response because:

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

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


    Sincerely,



    ***** *****

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