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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:25/01/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 repaired a chip in my windscreen at a Deco tent in ********. The staff member told me about their yearly plan for unlimited chip repair plan and I took one out for me and my husbands car for $50 each. I asked if they are out here year round and he said yes, I can check their website for operating sites any time of the year. On 1/24/2024 my husband got a chip in his windscreen and he checked the site and only one site was listed as open in *******. It was ********************************** at the Canadian Tire. He drove their which is took 40min only to see there was no one there. Today no sites are listed as open. They basically scammed us because they offer a year round service, with no open sites in the winter. We want a refund on the plan as we have not made use of it and there is no way to make use of it in the winter when we need it most.

    • Initial Complaint

      Date:11/01/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 Premium plan was automatically taken out of my account in 2023 on 3 separate occasions for the sum of $***** on each transaction.Aug 22 $***** Aug 07 $ ***** Aug 07 $*****.as the annual charge is a one time $***** per year , why was I charged twice again.Have attempted to contact DECO via telephone but have been put on hold for hours.How can this situation be remedied?

    • Initial Complaint

      Date:12/12/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 acquired a membership on Aug 30th, 2023, and purchased the Premium Repair Plan Renewal, I was told I received unlimited chip repairs. I inquired about winter months, and was assured that they have mobile unit that can come and fix repairs. I have been attempting to get in touch with someone at Deco since November 10th to fix my chip. I have emailed several times since that time, I have emails to show. I received a response that was ambiguous and did not provide me with the opportunity to schedule my repair. I have not received any further responses to my emails. I have attempted to call their number several times (can provide documentation to support this), I am on hold for 20 mins and the line drops and before it drops says to call during working hours, which I was. I then attempted their website to book, I attempted about a dozen times, and it goes to a timed out page saying it is unavailable. I attempted on three different browsers, and four different devices. I believe this was a scam of sorts, as I signed up for services that do not exists. I would like my full money back.

    • Initial Complaint

      Date:14/11/2023

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Windshield was repaired at location at ************************* *************** in *******, ** ******. Windshield was repaired and credit card payment was taken, email address for receipt. There was no verbal consent or disclaimer that there would be annual, re-occurring charges to my credit card. If there was a consent action through check boxes, signatures etc - details were not visible or otherwise disclosed and hidden in Terms and Conditions. Only on receipt does it mention ''Plan'' and time frame (**** for 2022 to 2023.) -- no Language indicating ''plan renewal on'' date. Was explained by representative that it is a 1year warranty. Billing address is incorrect.

    • Initial Complaint

      Date:30/10/2023

      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.
      May 25th/2023 The business representative assured me that my windshield would be repaired to be safe and that the crack was not going any bigger than it was originally. Since then, I went back 3 times for a repair redo, and the crack is still going bigger. Contacted customer service for a refund since they offered a service they cannot do, and the solution they offered was for me to go back as many times as needed to redo. The agent also offered a window treatment as a courtesy for the inconvenience, but that was also never done. I wish they were honest from the beginning and told me that it could not be fixed, so I could use the money towards replacing my windshield.

      Business Response

      Date: 07/11/2023

      Hi *******,

      Sorry about the difficulties with your repair. I don't see any emails from you regarding this issue but I have forwarded your explanation to our Operations Manager. You should hear from them this week. I hope we are able to resolve this issue to your satisfaction. 

       

    • Initial Complaint

      Date:17/10/2023

      Type:Sales and Advertising 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 had a windshield crack repaired in Sept 2022, and signed up for the year service plan. On Sept 15 2023 I received an email that my membership would be automatically renewed. As I did not want to renew, I cancelled in the customer portal that day. On September 23 my membership credit card was charged for the membership fee, although it is cancelled in the membership portal (i.e., it was still charged even though it cancelled). I emailed regarding this matter Sept 23, Sept 25, and Oct 9. I have called repeatedly during daytime hours, only to wait on hold and then be told the office is "closed or unavailable." I want a refund on the membership fee, as per it's cancellation, yet have been utterly unable to contact this company.

      Business Response

      Date: 17/10/2023

      Hi ******* Sorry for the delay. I was only able to locate one email from you. I think your earlier emails were sent to our "do not reply" address. You clearly cancelled the plan renewal ahead of the date. I do not know why your card was still charged. I have passed this issue on to *************.

      I have refunded your credit card and removed it from your account to prevent any further charges. 

      IMPORTANT: 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 **** 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.

      Sorry for the hassle. 

      Customer Answer

      Date: 18/10/2023

       
      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:02/10/2023

      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 had my windsheild car repaired April 2022 at no point did I undesrtand this was an autorenewal. Its **************** charged my card>I had my credit card charged for transaction I did not agree upon or notified that my CC was being used for an autorenewal.I do not agree with this policy, I do not need anymore of their services. I sent emails , was on phone for long time only to be told I was outside of business hours. Thanks

      Business Response

      Date: 16/10/2023

      Hi ******,

      I apologize for the delay in processing your refund. Please check your email for details about your full refund. We always give our customers a refund for auto renewals if requested within 30 days and not used. 

    • Initial Complaint

      Date:28/09/2023

      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.
      Was charged a renewal fee for a plan that I did not sign up for..No email or notification received that i was being subscribed to some kind of service plan. Unable to contact business via email or phone after a week of attempts.

      Business Response

      Date: 19/10/2023

      Hi ****. Sorry for the frustration your are experiencing trying to contact us regarding cancelling your account. Please check your email. A member of our customer care team emailed you earlier this week. We will get this taken care of for you right away.

    • Initial Complaint

      Date:25/09/2023

      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.
      On Sept 12/23 I had a windshield chip repaired at ******** tent at Lowes on ******************** South, the young man told me a receipt had been sent, I went home and waited, no receipt has ever been received. I made it very clear to him that I did NOT want any type of plan. I tried calling their # and like everyone else I get a recording saying they are closed, I have tried several times during their regular hours to no avail. I also sent an email and 10 days later I still have not received a response. I can see by the high number of complaints that they are not a trustworthy or reputable company. I want my credit card info deleted from their system immediately, I did not agree to any type of plan and I still want a receipt for the chip repair. Their website and portal do not work at all, not only can you not find any tent locations on it you cannot see anything under garage either. They are claiming this is a system problem (their response on BBB) yet those complaints date way back and still the issue is not fixed?? Lots of red flags here. I will be going to their bay location if I dont get a reply in the next couple of days. Horrible *****************

      Business Response

      Date: 25/09/2023

      Hi ******,

      I am sorry it has taken 10 days for someone to respond to your request for a receipt. I do not know why but I am passing this feedback on to our team. We are working hard to respond to customers in a shorter amount of time.  I also do not know why you didn't receive your receipt immediately. I have alerted our tech department to make sure customers are receiving their receipts. 

      I have emailed your receipt. If you do not see it, make sure to check your spam folder and if it is not there, let us know and we will troubleshoot on our end. 

      You have not, nor will you be, charged for a repair plan unless you choose to purchase one. I have also removed your credit card from your profile. 

      Please let us know if you need any further assistance. 

      Customer Answer

      Date: 25/09/2023

       
      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:21/09/2023

      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 was sent two different plan that was renewed and money directly taken from my account. I tried on numerous occasions to contact Deco windshield by phone and by email to rectify the the issue of overpayment. I was finally contacted stating I would receive a full refund. What this company did was charge me again for the two plans and refund the second billing. Leaving the first payment not refunded. I have tried through emails three others messages for this to be rectified with no success. They have not returned my emails.

      Business Response

      Date: 21/09/2023

      Hello *******,

      I can understand your frustration with resolving your charge issues.

      We experienced a system-wide error that impacted many, many subscribers who were charged incorrectly on August 17, 2023. This resulted in a massive amount of phone calls and emails. We expanded our customer care team in order to resolve the issues. I went into your account and see that refunds were processed on Sept 7.

      The "second set" of charges were not actually charges. 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. It can take a full **** 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. I have emailed a screenshot of your account.

      Again, sorry this has been such a hassle for you. We are doing our best to respond and resolve customer issues. 

    DECO Windshield Repair is NOT a BBB Accredited Business.

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