Common Equipment Issues

Troubleshoot common heating, cooling and hot water issues, review important safety guidance and learn when to request equipment service.

Equipment Support

Having Equipment Issues? Start Here

Before requesting service, select the issue you're experiencing.

No Hot Water

Before contacting us:

Confirm the unit has power or gas.
Check if a breaker has tripped.
If your unit has a reset button, follow the manufacturer's instructions.
Check the display for error codes.
Locate your equipment model and serial number.

If the issue continues, submit a service request.

No Heat

Check:

Thermostat settings
Furnace switch
Circuit breaker
Air filter
Error lights

Still no heat? Contact us.

No Cooling

Check:

Thermostat mode
Air filter
Outdoor unit
Breakers
Vents

Water Heater Leaking

If safe to do so:

Shut off the water supply.
Protect surrounding property.
Contact Vista immediately.
If flooding is severe, contact emergency services.

I Smell Natural Gas

Leave the building immediately.

Do NOT:

Turn lights on or off
Use electrical switches
Use phones inside the home

Once safely outside:

Contact your local gas utility immediately.
Call 911 if there is immediate danger.
Do not return until authorities confirm it is safe.
Once the area has been declared safe, contact Vista if equipment service is required.

Before You Contact Us

Having the following information ready helps us resolve your request faster:

Account number
Service address
Equipment type
Equipment serial number (if available)
Description of the issue
Photos (if applicable)
Any error codes displayed

Frequently Asked Questions

Answers to the questions homeowners ask us most.

Who services my equipment?

Your equipment is serviced through one of Vista's licensed dealer partners. If you're unsure who your servicing dealer is, contact Customer Success, and we'll help direct your request.

My equipment isn't working. What should I do?

Start with our troubleshooting guides for your equipment type. If the issue isn't resolved, submit a service request or contact Customer Success.

What should I do if my water heater is leaking?

If it is safe to do so, shut off the water supply and protect your property from water damage. Contact Vista immediately. If there is significant flooding or an unsafe situation, contact emergency services.

What should I do if I smell gas?

Leave the building immediately. Do not use electrical switches or phones while inside. Contact your local gas utility or 911 from a safe location. Do not return until it is declared safe.

Have Another Question?

We’re here to help. Send us a message and our team will get back to you as soon as possible.

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