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Business Profile

Windshield Repair

DECO Windshield Repair

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:03/05/2024

      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 am reaching out to express my profound dissatisfaction with Deco Windshield Repair. They've charged my credit card without my authorization for recurring payments. I've been trying to cancel the auto-renewal, but their website login doesn't provide that option. Additionally, I've tried calling, but nobody answers the phone.

      Business Response

      Date: 04/05/2024

      Hi *******,

      Sorry you were having troubles with your DECO account. I have notified our tech team about the issue. 

      I was able to locate your account. I have initiated a full refund, cancelled your plan, and removed your credit card. 

      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.

      If you need any further assistance, please email us at ************************************

    • Initial Complaint

      Date:19/04/2024

      Type:Service or Repair 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.
      Im trying to cancel auto renewal. Website login DOESNOT allow auto renewal cancellation. No one picks up the phone when the number does connect.

      Business Response

      Date: 24/04/2024

      Hi ****,

      Sorry our website was not working for you. I have let our tech team know about this. I have cancelled your plan and removed your credit card from our system to prevent any accidental charges.

      Your plan will expire on May 19, 2024. Please let me know if you need anything else from us or if you have any questions. 

      Customer Answer

      Date: 24/04/2024

       
      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:09/04/2024

      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 am writing to express my extreme dissatisfaction with Deco Windshield Repair. On March 27, 2024 when travelling for business, I received a notification stating that an unauthorized charge would be made to my credit card on April 4, 2024. Immediately upon receiving this email, I sent an email to express that Deco did not have my authorization to charge my credit card. I have yet to receive any reply from Deco Windshield Repair.Furthermore, when attempting to contact customer service, I discovered that the provided contact information led to a non-existent customer service department. Despite numerous attempts to reach out via phone calls, I have been unable to get through to anyone who can address my concerns.This situation is unacceptable and borders on criminal behavior. I demand an immediate refund of my money for the unauthorized charge. To date, I have sent 114 emails attempting to resolve this issue without any response from Deco Windshield Repair.

      Customer Answer

      Date: 09/04/2024

      Good morning 

      the business refunded me once I told them I made a complaint. 
      thank you

      Chantel 

      Business Response

      Date: 09/04/2024

      The customer has been fully refunded. The majority of the emails sent to DECO were sent on Saturday and Sunday. Our office is open Mon-Fri. Not being able to reach us by phone is frustrating and we are in the process of hiring more customer service agents. Our business is seasonal and our call and email volume has massively increased in the past week. 

      Sorry for the frustration and ******. Again, customer has been given a full refund. 

    • Initial Complaint

      Date:08/04/2024

      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 cancelled my annual membership on March 24th using their online portal. They still billed me on April 2.I have called repeatedly during daytime hours, only to wait on hold and then be told the office is "closed or unavailable."I have also sent emails. I want a refund on the membership fee, as per its cancellation, yet have been utterly unable to contact this company. I also want them to make sure my account is cancelled.

      Business Response

      Date: 08/04/2024

      *******. Sorry for the hassle. I looked into your emails and account and see that your issue was resolved within three business days. Your refund has been initiated and your credit card removed from our system. 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 us know if you dont see it after that. I promise we will get you taken care of.

    • Initial Complaint

      Date:05/04/2024

      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.
      Sent invoice and credit card charge for renewal not athorized . On April 2, 2024. Invoice 35B14A55-004 Cancealed this when emailed. Went ahead and chraged anyway. Three copies of invoice sent to me. Do not repsond to emails. Do not answer phone. Feels like a scam to keep charging.

      Customer Answer

      Date: 06/04/2024

      Business finally responded by email April 5, 2024.   Claimed system error and issued refund but they say *** take 5 to 10 business days to hit my account.    

      Not normal practice from my experience to take so long for refund. 

      If they did this to several hundred people, they could be making money on interest.  

      Wasted time with their phone system.  ************* message of 7 min wait and then goes dead. Spider sense thinks there *** be something fishy here.  Frustrated me to the max. 

      Must say the guys who fixed my windshield did good.   The back office let them down with this automatic renewal fiasco without authorization.  

       

       

      Business Response

      Date: 08/04/2024

      Hi *****,

      We apologize for the renewal charge on your credit card after you clearly cancelled the plan before the renewal date. I can assure you it is not a scam, it was a technical issue. I have sent this issue to our tech team and they are looking into it. We have had several people with the same issue on the same date so we know something went wrong. Sorry for the hassle. 

      I have initiated a refund for $94.45.  

      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 us know if you dont see it after that. I promise we will get you taken care of.

      Please let me know if there is anything else I can do for you.

      Thank you for trying our repair plan membership.

      Sincerely,
      Ginger

      Customer Answer

      Date: 09/04/2024

       
      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:04/04/2024

      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.
      I am attempting to cancel my subscription, which renews May 6, 2024. There is no option to cancel online, despite stating there is, and calling the number provided never connects you to a person who can help. I feel powerless and hope for resolution.

      Business Response

      Date: 08/04/2024

      Hi *****. We had issues with our portal for a few days and cancellations were not possible online. Sorry you had a difficult time resolving your issue. I have cancelled your renewal. Your plan is good until May 6 in case you need a repair before then. I have also removed your credit card from our system in order to prevent an accidental charge. Please let us know if there is anything else you need from us. 

    • Initial Complaint

      Date:02/04/2024

      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 did not sign up for a membership. I am on a limited disability income. This company charged my account ***** for a service I did not sign up for. I cannot reach them through phone or email as they don't answer. I want my money back , this is fraud.

      Business Response

      Date: 08/04/2024

      Hi *****. I tried to look up your account but it is not under this email address. Please provide the email address for your DECO account and I will get this taken care of for you. 

    • Initial Complaint

      Date:22/03/2024

      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 called multiple times with no answer on their 1866 number. I have never signed up to be a premium member for the ***** pricing just a basic member for 59.95.I get an email about the renewal and theyre charging me the ***** amount and that is incorrect. I have emailed and still have no response from March 18.I never agreed to be a premium member at any time. They have just put that on my account as all the features as a premium member is something I do not need just the basic.Why is no one answering the phones at the provided number or responding to emails because I know Im going to be charged the ***** amount and that is fraud. There is also no way to go in and cancel a credit card on the account, so these people are just taking your money with no permission And no human being is getting back in regards to that matter. I am going to look further into pursuing how to get them shut down or stop taking money from people that they automatically feel they can just take if I dont receive a response within the next 48 hours , I will look into further matters to pursue this

      Business Response

      Date: 08/04/2024

      Hi ****. I looked into your account and it looks like you were only charged for a Basic Repair Plan, $61.89 on Mar 23. Is there something else we can help you with? 

    • Initial Complaint

      Date:18/03/2024

      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.
      On March 8 2024 I visited the DECO windshield repair tent in ********* ******* with a cracked windshield and asked if that could be repaired. The attendant said absolutely for fee of $200. I agreed and the repairs started. After he drilled two small holes on both ends of the crack he stopped and requested pmt. I refused until the work was completed. After he was completed I was shocked to see the crack was still quite evident. The attendant said that is what a repair looks like . I felt scammed. When the time came to pay the invoice was $50 higher than the agreed price. The attendant explained it was for an extended warranty which was the first I heard of that and not being happy with the repair I certainly did not want any warranty. He removed the fee that was entered as discount. At the end of the invoice is a disclosure that stipulated I was pleased with the results. I was not so I refused to sign the waiver. It appears there is no option but to sign the waiver as the payment cannot go through. I asked to speak to his supervisor which was called. The supervisor confirmed the waiver needed to be signed but that I contact head office to register a complaint and a discount would be provided . I put a bunch a scribbles on the waiver and left. The next day the crack expanded past the drill hole as it the attendant missed the crack. I written E mails, tried to call head office on numerous occasions only to be placed on hold and have the call timed out. Option 6 advises contrary to what the supervisor said an attendant must certify the work was poorly done and only the field can issue a refund. The weather has turned cold, the tent is gone, the crack in the windshield expands. I now see I have despite my refusal of extended warranty been signed up for two vehicles which carries an annual fee.I feel the company is a scam, cracked windshields cannot be repaired. I was signed up for extended warranty that carries fees after turning it down.

      Business Response

      Date: 18/03/2024

      Hi ******,

      Sorry to hear about the frustration you have experienced with the repair. I have forwarded this on to our Operations Manager and will make sure someone contacts you in the next few days. 

      Sincerely,

      DECO Windshield Repair

    • Initial Complaint

      Date:21/02/2024

      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.
      Trying to get a hold of a non existent customer service as they never answer their phones. Needed to ask why Im being overcharged for 3 vehicles when I had cancelled the third vehicle already and they still charged me. Im still attempting to get a hold of a person to speak to and the phone system puts me in hold and then hangs up on me. Have tried in the morning in the evening. Honestly worst customer service.

    DECO Windshield Repair is NOT a BBB Accredited Business.

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