Complaints

This profile includes complaints for DECO Windshield Repair's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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DECO Windshield Repair has 7 locations, listed below.

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  DECO Windshield Repair

  1115 48 Ave SE Calgary, AB T2G 2A7

• 

  DECO Windshield Repair

  11801- 100 Street Grande Prairie, AB T8V 3Y2

• 

  DECO Windshield Repair

  Private Address Calgary, AB T2H 2K1

• 

  DECO Windshield Repair

  1602 42 St SW Calgary, AB T3C 1Z5

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  DECO Windshield Repair

  656 Erb St W Waterloo, ON N2T 2Z7

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:16/06/2025

  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.

  I had a small windshield crack filled by DECO approximately one year ago. At no point during the service was I clearly told I was signing up for a recurring annual subscription or membership. I believed I was receiving a one-time repair. On June *, 2025, I discovered a charge of $***** from DECO on my bank account. This charge was unexpected and unauthorized. I did not consent to a subscription, was not notified of any upcoming renewal, and was not given the opportunity to cancel before being charged. I immediately emailed DECO requesting a refund and cancellation of any account or membership. As of today (June **, 2025). This seems to be a common issue with this company, and I am now forced to consider filing a formal dispute with my bank and escalating through Alberta Consumer Protection if no refund is issued. I am requesting a full refund of $***** and confirmation that no further charges will be made to my account.
  

  Business Response

  Date: 16/06/2025

  Hi *******,

  We’re sorry to hear about your experience and take concerns like this seriously.
  
  We’ve searched both our email records and customer database but were unable to locate your account based on the information provided. Please email us directly at [email protected] so we can assist you promptly and resolve the matter.
  
  Customers enrolled in our repair plan typically receive two reminder emails ahead of any renewal, and we offer a 30-day refund window following each annual charge. That said, we recognize that communication clarity is critical. We’ve made several updates this year to improve how repair plan details are explained at the time of service and to make it easier for customers to log in, manage their accounts, and cancel plans if needed.
  
  We look forward to resolving this with you directly.

• Initial Complaint

  Date:13/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 12 2025 @ 5:30 pm ********/ancaster ON I went to get my windshield repaired. They were very pushy about me accepting their monthly plan and at one point wouldnt complete the transaction without accepting their monthly plan at an additional $15. I had to verbally affirm several times was not interested. A worker began the work on the windshield and not only did it not repair anything at all, my windshield is cracked worse and will cost even more to repair. The regional manger that was working tried to repair this more and offered a warranty to come backat the location. All this before the worker who admitted he was first day on job and training and working on customers *********************** unsupervised. The manager was very rude and extremely unprofessional. They said $65 for the repair and then added $30 for something that wasnt discussed and I payed $110. I tipped the young worker who clearly didnt understand what the complaint was about because he was polite to me before all this. I just want my money back I dont want to go back and claim their warranty. I will not have this company touch my vehicle again.

  Business Response

  Date: 26/05/2025

  Dear ******,
  
  Thank you for your feedback regarding your recent visit to our ********/******** location. We acknowledge there was a miscommunication during a training situation, and while our manager attempted to correct the information, it unfortunately came across as unprofessional. We sincerely apologize for that.
  
  Were glad we were able to speak with you directly, offer a refund, and fully resolve the issue. We appreciate your openness to possibly using your repair plan in the future, and were committed to making your next experience with DECO a better one.
  
  Sincerely,
  DECO Windshield Repair
  Customer Experience Team

• Initial Complaint

  Date:12/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Even after cancelling my repair plan - which they acknowledged and notifying them that I didnt want to renew the plan the charges my credit card for another year. When I try to contact them I get no response.

  Customer Answer

  Date: 12/05/2025

  Thank you for the support  - they have refunded the full amount. 

• Initial Complaint

  Date:09/05/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DECO Windshield Repair last year and now this year have asked for an automatic renewal. No where in the emails sent by them or in my online profile can I request to discontinue this annual renewal. This is improper business practice and any legitimate business will provide a consumer proper ways to discontinue a service.

  Business Response

  Date: 09/05/2025

  Were sorry to hear you had difficulty navigating the cancellation process, and we appreciate you taking the time to share your concerns.
  
  DECO provides several options for canceling a Repair Plan renewal customers can cancel directly through the online portal, by emailing us at ************************************* or by phoning our customer service team. We also send several reminder emails in advance of the renewal date, and we offer a 30-day grace ****** following any renewal to allow customers to cancel and receive a full refund if the charge was unintended.
  
  In this case, your plan was not scheduled to renew until June 8, and no charges have been made to your account. As a precaution and at your request, I have canceled the plan and removed your credit card details from our system to ensure there will be no future billing.
  
  If you have any further questions, please feel free to reach out to us directly at ************************************* Were happy to help.

• Initial Complaint

  Date:07/04/2025

  Type:Product 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.

  They automatically renewed my subscription and I tried to request a refund online and it keeps giving an error message. Im allowed to request a refund within ** days. I sent them an email and they didnt bother to respond. It was an unauthorized renewal

  Business Response

  Date: 07/04/2025

  Dear *********,
  

  We are sorry for the frustration this caused. We received your email on April * and issued a full refund on April *. Your repair plan has been cancelled, and your credit card has been deleted from our system to prevent any future charges.
  
  I apologize that our system gave you an error when you tried to request the refund onlinewere looking into that to prevent it from happening again.
  
  Please note that refunds can sometimes appear as pending or even as duplicate charges before they fully process. It typically takes *** business days to show up, but let me know if it doesnt, and well take care of it.
  
  Thanks again for your patience.
  Sincerely,
  
  Customer Support
  **********************

• Initial Complaint

  Date:20/03/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my windshield chip repaired last year the company did not tell me I would need to pay any other money than what I paid at the time of service.

  Customer Answer

  Date: 21/03/2025

  Last year I had a chip repaired in my windshield at the time I purchased a " warrantee" against further chips but it was not explained that they would automatically charge me every year. After doing more research I see that is what they sign you up for but this was not explained at the time of my original purchase. I can see that I did not ask enough questions about the forms that I signed. I feel like I have been misled but this looks like I am stuck with the cost for this year and will cancel next February before it renews again. I believe this is poor business practice but I withdraw  my request to get a refund . I would like a note sent to them that they are difficult to contact I tried calling many times and the email address did not work. I also believe they should explain to customers what exactly they are signing up for. Thank you for your time.

  Business Response

  Date: 07/04/2025

  Dear *****,

  Thank you for your message, and Im sorry for any confusion around the repair plan renewal. While the annual renewal is part of the agreement signed at the time of service, I understand how it may have caught you off guard. We always aim to make these details clear and easy to understand, and I appreciate you taking the time to share your experience.
  
  That said, Ive gone ahead and:
  Cancelled your repair plan
  Fully refunded the charge
  Deleted your card from our system to prevent any future renewals
  
  Just a heads-upsometimes refunds can temporarily appear as additional charges or pending activity until theyre fully processed by your bank. Its frustrating, but its just how some systems show transactions. Please allow 510 business days for the refund to reflect, and dont hesitate to reach out if it doesnt show upwell make sure youre taken care of.
  
  We always provide customers 30 days to request a full refund on a renewal, and Im glad we were able to resolve this for you.
  
  Thanks again for your feedback and your time.
  
  Sincerely,
  
  Customer Support
  **********************

  Customer Answer

  Date: 09/04/2025

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

• Initial Complaint

  Date:29/01/2025

  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.

  Dear Better Business Bureau,I am filing a formal complaint against Deco for unauthorized account creation and their refusal to cancel my account, despite multiple attempts to resolve the issue.Details of the Incident:Company Name: Deco Nature of Complaint: Unauthorized account creation and failure to cancel account, resulting in charges to my credit ********* and Time of Initial Contact: I initially contacted Deco on [Date of first contact].Recent Contact: I called and visited Deco today, January 28, 2025, at 2:30 PM. Despite my repeated requests to cancel my account and remove my credit card information, the issue remains unresolved.Nature of the Problem:I was unknowingly signed up for an account, and my credit card information was stored without my explicit consent.I have called and visited Deco seven times in total to request the immediate cancellation of my account and removal of my credit card details, but each time, I have been ignored or denied resolution.I continue to be concerned about potential unauthorized charges to my credit card.Action Taken:I called and visited Deco today, at 2:30 PM to request account cancellation and the removal of my credit card information.The issue was not resolved, and I have not received any written confirmation or assurance that my account has been canceled.Request:I am seeking immediate cancellation of my account and the removal of my credit card information.I request confirmation in writing that no further charges will be made and that my account has been fully canceled.If this matter is not resolved promptly, I will escalate the issue and report it to the appropriate authorities for fraudulent business practices.Please advise on the next steps to ensure this issue is addressed swiftly.Sincerely,

• Initial Complaint

  Date:06/01/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a windshield warranty with this company. As well as on my wifes bronco. She got a cracked windshield and they did not replace the windshield. They only glued it to stop it from spreading. I got a chip in my windshield and they are now not open Anns will not fix my windshield or return my calls or emails. I would like my money back as they are not honoring my warranty, but I cannot get ahold of them. They took my money the last few years and now are not holding up their part of the warranty. Horrible experience and not worth spending any money on.

• Initial Complaint

  Date:16/12/2024

  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.

  I sent my daughter *** **** to get her windshield fixed. She just got a new baby and bought this used car. She got confused and overwhelmed when the owner offered so many different prices and programs. Do I talked to him myself. He lied and mislead us so much. First he said we shouldn't file a **** claim on our comprehensive liability. He said **** only replace full windshield and they often put wrong windshield in place and also said our premium would go up next year. ALL LIES JUST TO GET US TO GET THE REPAIRS DONE UNDER PRESSURE AND LIES. I contacted the Deco toll free number 10 times and I emailed their support team 40 times. Nobody has ever talked to me back.

• Initial Complaint

  Date:02/12/2024

  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.

  On May 14, 2023 I had my windshield repaired by a Deco Windshield Repair tent at the Save On Foods in *******, AB. When I went to pay I was given my total for the repair, paid with my credit card and went on with my day. A few days later I discovered they had sold me a subscription plan. The sales rep/repair tech did NOT inform me this was a subscription service or that my credit card info would be captured. They also told me it was $95 for the chip repair- when their website stated $65. My card was charged $******. I contacted them via email on May 16, 2023 to make a complaint and request the subscription be cancelled and a refund. I got a reply on the 26th of May saying my plan had been canceled and a refund would be processed. A refund of ****** was processed on May 26. But I got a message around the end of October, informing me that my renewal would be processed November 22, 2024. This did not happen. I got another email a few days later saying my renewal date had been adjust and I would be charged within 30 days. Again this did not happen. I have emailed them again requesting my subscription be cancelled. I want them to remove my information and cancel my account. And I want this fraudulent business shut down! Theres over 160 complaints and negative reviews on them on your website!

  Business Response

  Date: 02/12/2024

  Dear ****,
  
  Thank you for your feedback. We sincerely apologize for any confusion or frustration caused by your experience.
  
  We have thoroughly reviewed your account and confirmed the following:
  1. Your subscription was indeed canceled, as requested, and your credit card information was deleted from our system to ensure no future charges.
  2. A full refund of $125.95 was processed in May 2023.
  3. No charges have been made to your account since May 2023.
  
  Regarding the emails you received about a potential renewal: these were sent in error and should not have occurred. We understand how this could have caused concern, and we are addressing the issue internally to prevent similar incidents in the future.
  
  We are committed to providing transparent and ethical service to our customers. While we regret that you had a negative experience, we want to emphasize that our business operates legitimately, and we are dedicated to resolving any issues that arise.
  
  We value the trust of our large and loyal customer base and work diligently to provide excellent service. While complaints occasionally arise, they represent a small percentage of our overall operations, and we strive to address and resolve each one promptly and thoroughly.
  
  If you have any further concerns or require additional clarification, please feel free to contact us at ************************************* and well be happy to assist.

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 22626478
  
  I am rejecting this response because:

  The business failed to address my concerns about my personal information  

  I do see my card information has been removed from the website  

  I want ALL my information DELETED. And a confirmation of this  

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