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Business Profile

Windshield Repair

DECO Windshield Repair

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Windshield Repair.

Complaints

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

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DECO Windshield Repair has 7 locations, listed below.

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    Customer Complaints Summary

    • 110 total complaints in the last 3 years.
    • 35 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:22/11/2024

      Type:Billing Issues
      Status:
      Resolved
      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 renewal date for the yearly plan is in June. Two months ago they tried billing me and now again they pushed the charges through 7 months early.

      Customer Answer

      Date: 22/11/2024

      They finally answered the phone and issued a refund. 
      The issue has been resolved

    • Initial Complaint

      Date:21/11/2024

      Type:Billing Issues
      Status:
      Resolved
      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 tried to cancel my subscription and I can't get through to this company at all. They don't answer emails, they don't answer their phones and there is no way of contacting them. I have even tried emailing the owner of the company with no results. I also tried back in July to cancel my subscription, which they also charged me for a full year and now are charging me again in November. They have sent multiple emails, which I'm not sure what is going on there as they said they apologize for all the emails and will get it right.I believe this owner is a scammer and has set his company up just to charge people that have signed up.

      Business Response

      Date: 26/11/2024

      Hi ******,

      Weve reviewed your account and confirm that your subscription has been fully cancelled. We have also processed a full refund and removed your credit card information to ensure no future charges occur.

      Were truly sorry for any confusion caused by the emails and for not addressing your concerns sooner. This is not the level of service we strive to provide, and we are taking steps to improve communication and ensure this doesnt happen again.

      Thank you for your patience, and we hope to regain your trust in the future.

      Customer Answer

      Date: 28/11/2024

       
      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:19/11/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      Purchased a window repair from Deco Windshield Repair at the ****************** location in ***************** on June 3, 2024.Repair failed on October 29, 2024. I emailed the company as per their warranty program the photos of the failure, my mailing address and receipt for service.I did not hear back from their corporate customer service. I remailed them 3 times to initiate the refund. (2nd email November 8, 2024 3rd email on November 12, 2024)I called their main customer service line on November 12, 2024 and spoke with ****. He advised me that ** the regional manager for the Kitchener location would be able to assist me directly in processing the refund (as per their warranty program).I emailed ** on November 12, 2024 and did not hear back. I emailed ** a second time on November 14, 2024 and still have not heard back.I tried to call the head office again today November 19, 2024 to let them know that I still haven't heard from anyone and my Repair Failure Warranty claim has still not been processed but unfortunately no one is answering. I tried different extensions with no luck.

      Business Response

      Date: 26/11/2024

      Hi *****,

      We sincerely apologize for the lack of communication regarding your warranty claim and for the frustration this has caused. This is not the level of service we aim to provide, and we take full responsibility for the delay in addressing your issue.

      Ive escalated this matter to our Chief Operating Officer to ensure it is resolved promptly. We will be reaching out to you shortly with an update and next steps.

      Thank you for bringing this to our attention. Were committed to making this right.

      Customer Answer

      Date: 03/12/2024

       
      Complaint: 22577908

      I am rejecting this response because: it is day 6 and I am just hearing from the company representative via email. They were unaware of the issue/details and seem to be confused on the resolution. I have had to re forward all previous communication to said representative hoping that someone at corporate could inform them of my issue.

      Sincerely,

      ***** ******** (*****)

    • Initial Complaint

      Date:05/11/2024

      Type:Billing Issues
      Status:
      Answered
      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 trying to cancel and keep getting charged. Credit Card automatically Charged on Jul 18/23 $45.20, Aug 18/23 $67.74 and Jul 18/24 $42.00. I did not authorize renewals on my Credit Card and they do not make it easy to cancel. Finally, able to login with access code today (no User Name and Password setup) and not able to manually remove the Credit Card on file.This company is a scam.

      Business Response

      Date: 05/11/2024

      Hi ****,

      Sorry for the frustration you experienced in trying to cancel your plan. All of our repair plan members receive at least two reminder emails before renewal, but unfortunately these can sometimes end up in junk/spam folders.

      While the July 2024 charge fell outside our 30-day refund window, we have provided a full refund to address your concerns. The August 2023 charge was due to a technical error on our end and should not have been charged; a full refund has also been issued. To prevent any further charges, your credit card has been deleted from our system.

      I dont see any previous communication regarding login issues or a refund request until November 4. Once we were made aware of your concerns, both refunds were processed within just over 24 hours. Were sorry for any trouble with the member portal, and were committed to improving accessibility and transparency.

      Please know that DECO Windshield Repair is a legitimate business, and we genuinely appreciate your feedback as it helps us improve.

      Best regards,
      DECO Windshield Repair Team

    • Initial Complaint

      Date:30/10/2024

      Type:Billing Issues
      Status:
      Resolved
      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 is a scam! I went onto their portal and clicked do not renew and I got this email 2 weeks later! I want to confirm they DO NOT charge my credit card as I did not authorize it although they seem to want to ignore it:The original invoice is C0C2E3A3-0001 Hey *****,Were reaching out because weve noticed a little hiccup with your DECO Repair Plan renewal. Due to a technical glitch, we didnt actually charge you when we should have. The good news? Youve been enjoying our services completely freeour gift to you! ??Weve gone ahead and reset your annual subscription renewal date, and your charge will take place in the next 30 days.

      Business Response

      Date: 30/10/2024

      Hi *****,

      We understand your concern about this situation, and we want to clarify that no charges have been or will be made to your credit card. Your plan was canceled, and while it remains active, it has been given a complimentary extension, allowing you full use of coverage until November 22, 2024. We have also deleted your credit card information from our system to ensure no future charges.

      Its important to note that we werent made aware of any issues with your account until seeing this complaint, and unfortunately, were unable to resolve matters were not informed about. Technical issues do happen from time to time, and we apologize for any confusion caused by the renewal email. Please be assured this was sent in error and does not reflect your actual billing status.

      If theres anything further youd like to discuss, or if youd like additional confirmation of your account status, please login to your account at ****************************** or reach out directly to ************************************* Were here to help.


      Best regards,
      DECO Windshield Repair Team

      Customer Answer

      Date: 31/10/2024

       
      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:29/10/2024

      Type:Billing Issues
      Status:
      Answered
      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 want to delete my information from Deco Windshield repair company and there is no option to do so. I called the company today October 29, 2024 and was informed by the company sale representative that I can't do it nor can he. he has to pass the request to his supervisor, that will channel the request to another supervisor that will again request from higher up the permission to do so. That is totally inacceptable that a client has no choice to clear all his information including payment from a company that I don't want ever to use. They have an automation renewal. Presently, I have cancelled that credit card but it doesn't mean that a charge would not be transferred to the new card. A company shouldn't be allowed to hold a client's information against their will. As it is at the moment, my information are not getting deleted. I want my information permanently removed from their system. I should be able to do so at anytime, from any company I do not wish to do business with. Can you help resolve this issue?Best Regard,******** *******-Multone

      Business Response

      Date: 30/10/2024

      Hi ********,

      Thank you for reaching out and letting us know about your concerns. Im sorry for any frustration youve experienced. I can confirm that your repair plan was officially cancelled, though it will remain active until November 21, 2024, so youll still be covered if you need service until then.

      Ive checked your account and can see there havent been any charges since July 2022, and I have deleted your credit card information to ensure no future charges occur.

      Regarding the deletion of your profile, our repair records are stored in connection with customer profiles due to the lifetime warranty on our services, which helps us keep track of those repairs. However, I understand your concerns and will look into options for managing that data.

      Please note that you reached out to our office earlier today and filed the BBB complaint immediately after. It has been less than 24 hours since your initial contact, and were actively working to address your request as quickly as possible. Were committed to resolving this for you.

      Thanks again for bringing this to my attention, and please feel free to reach out if you have any further questions or concerns.

      Best,
      Ginger

    • Initial Complaint

      Date:29/10/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      In 2022, I purchased a year subscription. Unbeknownst to me, I was auto renewed in 2023 and charged another year on my credit card. I had contacted Deco and due to the lateness on my request they could not refund my charge. I then cancelled the subscription for any further charges or renewals. On Oct. 28, ********************************************************************************************************* this year and would be billing me within 30 days. I contacted them right away as I had already cancelled last year. When I reached the customer service department, they confirmed that I had cancelled my services but did I want to go ahead anyways with the renewal? I find this in poor taste and fraudulent to have me call in to cancel a second time to avoid being charged. If I had not seen the email, would I have been charged again? I have requested an email from Deco to state that I have cancelled services and that I do not want renewal. They still have my credit card on file and I am concerned that they may still charge me and or pull this Oops again.

      Business Response

      Date: 30/10/2024

      Hi *******,

      I understand your concern regarding the status of your account and any possible charges. Your repair plan was indeed cancelled, though it will remain active until November 21, 2024, so youre still covered for any needed repairs until that date.

      To reassure you, Ive confirmed that your credit card information has been fully deleted from our system, and I can see there have been no charges on your account since July 2022. If youd like to verify any details, youre welcome to log in at ****************************** to review your account status.

      If theres anything more I can help with, please feel free to reach out.

      Best,
      Ginger

    • Initial Complaint

      Date:23/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Terrible job fixing a windshield stone chip repair. The chip is still visible both inside and out of the car.

      Business Response

      Date: 30/10/2024

      Hi ******,

      Im sorry to hear that youre not satisfied with the results of your windshield repair. We strive for quality, and its disappointing that your repair didnt meet expectations.

      I dont see any previous communication from you regarding this issue. Were always here to help, but we can only resolve issues were made aware of. Ive forwarded your concern to our operations team, and someone will reach out to you soon to get more details about your experience. Alternatively, youre welcome to visit one of our tents and speak directly with a site operator for assistance.

      We look forward to helping you with this.

      Best,
      Ginger

    • Initial Complaint

      Date:22/10/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      OK, On August 07, 2024, you company charge my $ ***** canadian dollars in my credit card , Master card, you have my information because I was using 5 or 6 years AGO YOU SERVICE, after that time I did not use you service any more, soo this charge is amistake, please send that money back to my credit card. My bank BMO, is waiting for you accion, they have all the information about this case.Thank very much

      Business Response

      Date: 30/10/2024

      Hi *****,

      Thank you for reaching out, and Im sorry for any confusion about this charge. I dont see any previous communication from you regarding this matter. Were always here to help, but we can only resolve issues were made aware of.

      It looks like you did have a repair with us on August 7, 2023, which included signing up for a complimentary repair plan through ***. This plan auto-renewed on August 7, 2024. All our repair plan members receive several reminder emails leading up to the renewal date; however, these can sometimes end up in spam or junk folders.

      While our policy offers refunds within 30 days of renewal, this request is well outside the refund window. However, I have processed a full refund, cancelled the plan, and removed your credit card from our system to prevent further charges. You can log in to your account at ****************************** to verify these changes. Additionally, the repair from August 7, 2023, includes a lifetime warranty, so youre still covered for that service.

      Please let us know if you have any further questions or need assistance with anything else.

      Best,
      Ginger

    • Initial Complaint

      Date:03/09/2024

      Type:Product Issues
      Status:
      Answered
      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 looked this company up by their website. They said they charge a flat fee of 65 for a small chip. We compared to others at 55 however the location was more convenient at the time. We get there and they start doing the repair and we are then told it is now 30 dollars more. Why? because there was a slight bump. Almost 100 for an extremely tiny repair. At this point we were not going to argue with the repair person.There was no mention of these extra fees or disclaimer on the website. Nor do we think they even used more resin. This is your typical bait and switch scam. Not sure why we expected anything more from a company that operates out of parking lots. We also complained to them directly, they admitted there website should have this information but did not compensate anything for this oversight on their part. So this is a warning to others. We are seeking a refund for the 30 charge.

    DECO Windshield Repair is NOT a BBB Accredited Business.

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