Business Profile

Windshield Repair

DECO Windshield Repair

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

110 total complaints in the last 3 years.
35 complaints closed in the last 12 months.

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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:23/08/2024
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.
This business signed me up for a 1 year repair plan without my permission. I can't cancel online or reach resolution with their customer service.I do not want this plan and never agreed to it or to be charged yearly.
Business Response
Date: 16/09/2024
Hi *******. Sorry to hear you want to cancel your repair plan. You should have received several emails before the plan renewed. Unfortunately these often go to the junk/spam folder. In your case, it could also be because there is an error in your account information. I cannot locate your account with your name, email address, or phone number. I also searched to see if you had sent our customer service an email but do not see one. Please email ********************* listing the name and email address of your account. Alternatively you can send the last four digits of your credit card and the date the charge went through. Once we have that information we can look at giving you a refund.
Customer Answer
Date: 19/09/2024

Complaint: 22183583

I am rejecting this response because: this account was setup under my wife, ***** ******. She has reached out to that email address before and received no response. This also only became a problem because I was signed up for a program I never agreed to and have had to take huge steps to avoid paying for in the future.

Sincerely,

******* ******
Business Response
Date: 30/09/2024
I am not sure why he refuses to give the information we need to process his refund. I cannot locate an account under his or ******* name. I also do not see any emails from them either. I am happy to help but without the email address or phone number for the account there is nothing I can do.
Business Response
Date: 01/10/2024
I am not sure why he refuses to give the information we need to process his refund. I cannot locate an account under his or ******* name. I also do not see any emails from them either. I am happy to help but without the email address or phone number for the account there is nothing I can do.
Initial Complaint
Date:23/08/2024
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
Invoice #****F80D-0001 Aug 22nd, 2024, in the *********************** parking lot.I had two small chips repaired by the technician on duty. For my **** Q5 While the technician was finishing up and whipping my windshield he snapped the right windshield wiper off and tried to attach it. He told me it was fine. When I got home and checked my windshield wipers it was completely snapped off and broken. I tried to contact support and was told they can only refund me $50. However it's has cost me $130 to get the windshield wiper serviced at the **** dealership.I want a refund for the damage caused to my vehicle by the Deco Technician
Initial Complaint
Date:19/08/2024
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.
Like the dozens of other reviews I was charged for a warranty service. I explicitly told them I was not interested in at the time. The process to cancel and refund is convoluted and difficult as part of their business model of people not reviewing their credit card statements and not having the determination to resolve the dispute.
Business Response
Date: 19/08/2024
Hi ****. Your email was sent to us at noon on a Sunday. Your full refund was processed less than 24 hours later. You should have received at least two emails reminding you about the upcoming renewal. Unfortunately they sometimes go to junk/spam.
Your plan is cancelled, full refund given, and your credit card has been deleted to prevent any future charges.
Please know that sometimes the refund can appear as an additional charge until is FULLY processed. Its annoying but it happens sometimes. I can assure you it is a refund. Please give it a full 5 business days for it to be fully credited to your account but do let me know if you dont see it after that. I promise we will get you taken care of.
Initial Complaint
Date:12/08/2024
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.
I was just charged on my credit card for an automatic renewal for the s repair plan. I was never told that I was signing up for anything other than an ama discount for a rock repair. I have never recieved any correspondence in any fashion from this organization. I am expecting cancellation and full refund.
Business Response
Date: 12/08/2024
Hi *****. This is the first request I see for the refund. I do not see any emails from you letting us know about the charge. All of our repair plan members receive email notifications about the upcoming renewal. However, in your case I see that the email address on your account is missing a number. I have corrected this and you can now login to your account at decorepair.com to verify the refund and updates.
I have cancelled the plan, refunded the credit card charged for $94.45, and deleted the credit card to prevent further charges.

Please know that sometimes it can appear as an additional charge until is FULLY processed. Its annoying but it happens sometimes. I can assure you it is a refund. Please give it a full 5-10 business days for it to be fully credited to your account but do let me know if you dont see it after that. I promise we will get you taken care of.

Please let me know if you need any further assistance. Have a fantastic week!
Business Response
Date: 12/08/2024
Hello. I'm not sure what the process is for a customer who files a complaint. Do you ask the customer if they have tried to resolve this with the company before filing a complaint?
We have had several people go straight to BBB instead of sending us a request directly. We very, very rarely deny a customer's request for a refund, especially if it is for a repair plan renewal charge.
Thank you,
Ginger
Business Response
Date: 16/08/2024
I do not fully understand your response. I have responded to 2212800.
Initial Complaint
Date:02/08/2024
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.
Very fraudulent!!! I repaired my windshield with them 2022 or 2023, I got charged ***** July 22nd for nothing. I have emailed them I did not purchase anything or sign up for anything, I want my money back. Disgusting behaviour. Never again!!
Business Response
Date: 05/08/2024
Hello *****,
I'm sorry the details of the Repair Plan were not made clear to you. All of our Repair Plans auto renew. Every member receives at least two email reminders of the renewal. Unfortunately these emails sometimes go to spam and are missed.
I tried to look into your account but I cannot locate it with your name or your phone number. I need an email address or license plate. Please send an email to ************************************ and we will look into a refund for you.
Initial Complaint
Date:31/07/2024
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.
Deco Windshield Repair has put me on an auto renew membership which I did not approve. I have not received any emails from the company about this autorenewal but got charged $94.45 on my credit card. I have phoned them to complain and also emailed the company. They say I've marked their emails as spam and that's why I didn't receive any notification. This is not true and I've thoroughly checked my blocked email list and Deco is not on it. I have no way to access my account online and they are refusing to refund my credit card. I see from other complaints that this is a common business practice of theirs and should be considered fraud. Their appears to be no way to cancel your membership.
Business Response
Date: 05/08/2024
The customer's request for a refund was denied. This is the second time she has signed up for a repair plan and then requested a refund after the renewal. She was given a full refund in April 2023. She signed up again in June 2023. The latest request was after our 30 day grace *************
Customer Answer
Date: 08/08/2024

Complaint: 22071100

I am rejecting this response because:
Deco Windshield Repair seems to have a common practice of putting one on a renewing membership without informing the customer. To make the issue more challenging, Ive not been able to access my account online. **** says its because Ive blocked their emails but that is not the case. Ive checked my blocked email list and they are not on it. Also, when this complaint became escalated, they were finally able to fix my online access to my account. I had the same issue with Deco a year ago.

My issue is that I was completely unaware of the automatic renewal and did not receive any notification from them that my membership was renewing. As such, when I finally noticed the charge on my **** and contacted them, they claimed its past their 30 day refund time frame. Given that I had no ability to access my account, I was not aware of this 30 day time frame.

Reading through other complaints on the BBB website, there are many others that have had the same issue with Deco and they are being fraudulent in forcing renewals on peoples memberships.

I am seeking a full refund from Deco Windshield Repair.

Sincerely,

***************************
Business Response
Date: 12/08/2024
Hi *****. There seems to be some miscommunication. When the customer service agent said our emails were blocked they did not mean that you went in and blocked them manually. Sometimes our emails are blocked by a server. Your email address has now been marked as "unblocked". You should be able to login to your account at decorepair.com now.
I have cancelled the plan and refunded the credit card charge for $94.45. You do not have a credit card on file so there will be no further charges.

Please know that sometimes it can appear as an additional charge until is FULLY processed. Its annoying but it happens sometimes. I can assure you it is a refund. Please give it a full 5-10 business days for it to be fully credited to your account but do let me know if you dont see it after that. I promise we will get you taken care of.

Please let me know if you need any further assistance.

Ginger
Customer Answer
Date: 19/08/2024

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:25/07/2024
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.
On July 12, 2022, I utilized the services of DECO Windshield Repair at their pop-up location in the mall parking lot of **************** in ********, ********. I opted for the Premium Repair Plan and provided my credit card information, email, phone number, as well as the make and model of my vehicle. They did not accept my debit card or cash payment. It had to be a credit card only. I was under the impression that my subscription would automatically end in July 2023 and that no further charges would be incurred.Below is a detailed timeline of the charges:July 12, 2022: Total paid C$148.96 Premium Repair Plan: C$40.00 Chip Repair: C$60.00 Additional Syringe: C$30.00 Repair Tip: C$3.00 Subtotal: C$133.00 GST (5%): C$6.65 RST (7%): C$9.31 Total Amount Paid: C$148.96 July 12, 2023: Unauthorized Charge of $56.00 July 12, 2024: Unauthorized Charge of $56.00 I recently discovered that my credit card was charged for the subscription renewal in July 2023 without any prior notification or email invoice indicating the charge. It was not until July 12, 2024, that I received an email informing me that another charge had been made to my account. Upon contacting their customer service this past July 17, I was able to secure a refund for the July 2024 charge. Despite this, no effort has been made to address the unauthorized charge from July 2023 or the unlawful retention of my credit card information.DECO has knowingly put their charges as a "subscription" designation which means this company can withdraw funds from my credit card whenever they see fit---even when I cancel the plan or cancel my credit card.I want DECO Windshield Repair Company to adhere to fair business practices and transparency in their services. I also request an immediate refund of the unauthorized charge made to my credit card in July 2023. This company has made themselves difficult to reach, showing no effort in finding a solution to my complaint.
Customer Answer
Date: 25/07/2024
I have successfully been refunded the July 12, 2024 charge of this calendar year. I request a full refund of the unauthorized charge of $56.00.
Business Response
Date: 26/07/2024
Customer was given the refunds she requested even though it is well past the 30 day grace ******* Her credit card has been deleted.
Business Response
Date: 31/07/2024
Again, Customer was given the refunds she requested even though it is well past the 30 day grace ******* Her credit card has been deleted.
Initial Complaint
Date:24/07/2024
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.
On July 20, 2024, $94.45 was deducted from my debit card without my authorization. I did not have this card on file for renewal. I do not have a car and did not agree to purchase any plan. Please cancel any membership associated with my account and reimburse me the unauthorized payment. See attached for reference. Thank you.
Business Response
Date: 05/08/2024
Customer was given a refund, however, the credit card used is no longer active. We are looking into what we need to do to get the refund to him.
Initial Complaint
Date:23/07/2024
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.
On July 17 2024 Deco Windshield repair took out $56.00 and another charge of $100.75 from my credit card without notice or warning for a subscription renewal. I did not agree to any subscription renewals after getting my windshield repaired in July 2023. I did receive a receipt email in my junk mail with only a receipt, no description of what it was for, it does not say anything about a subscription or renewal. We thought it was a scam email or we would have declined at that time. I requested a cancellation and refund on their website but there is a continuous error denying me. I have also tried sending an email requesting a cancellation and refund but the email address does not appear valid. I have tried calling but none answers the call.I want my money refunded and my account deleted!
Business Response
Date: 24/07/2024
Hi *****. All repair plan members receive at least two email reminders about the renewal. Unfortunately they sometimes go to junk/spam. The receipts come from a different platform which is why some receive one or the other. Also, sometimes customers reply to the "do not reply" email address. I checked our general ************************************ and do not see any correspondence from you.
I looked into your account and I see that we have a different email address for you. It is a ymail account.
We give all repair plan members 30 days to request a refund. As you have requested, I have cancelled the plans, refunded the credit card on file for $100.75/$56.00, and deleted the credit card to prevent further charges.

Please know that sometimes it can appear as an additional charge until is FULLY processed. Its annoying but it happens sometimes. I can assure you it is a refund. Please give it a full 5-10 business days for it to be fully credited to your account but do let me know if you dont see it after that. I promise we will get you taken care of.
You can login to your account at decorepair.com with the ymail account to verify the above.
Please let me know if you need any further assistance.
Initial Complaint
Date:18/07/2024
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.
On July 16, 2024 Deco Windshield repair took out $89.54 from my credit card without notice or warning for a subscription renewal. I did not agree to any subscription renewals after getting my windshield repaired in July 16, 2022. I got charged without any notice and twice a year. I did not receive any emails prior to the one sent notifying that my subscription was renewed. They clearly had my email because I received the receipt and nothing was seen prior including in my junk mail. I requested a cancellation and refund on their website but there is a continuous error denying me. I also sent an email requesting a cancellation and refund but have not heard anything back. I want my money fully refunded and my account deleted!
Business Response
Date: 19/07/2024
Hi *****,
All repair plan members receive renewal notification emails. Sometimes they go to junk/spam. Payment receipts and renewal notices come from different platforms which is why you might get one and not the other.
I have searched by your name and your telephone number and cannot find any accounts or transactions. I will need more information in order to help you. I am not sure what email address you sent messages to as I cannot find anyone communication from you. Please send an email to ************************************

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DECO Windshield Repair is NOT a BBB Accredited Business.