We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

DECO Windshield Repair has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:14/09/2023

      Type:Product 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 was charged for the automatic annual renewal fee for two cars and so I cancelled it being told I would receive a refund if it was cancelled within 30 days which I did and I still havent seen a refund.

      Business Response

      Date: 24/09/2023

      Hi ****,

      You emailed a request for a refund and your refund was processed on September 15. An email was sent to you letting you know the date it was processed with a note that says that it can take **** business days for this to appear on your account. As of this date it has only been 5 business days. I will email a screenshot of your refunds.

      Please email us if you do not see this refund by September 29, which is the full ten business days.

      I am sorry this has been a hassle for you. Rest assured, we will make sure you receive your refund.

      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:14/09/2023

      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.
      Canceled my Deco windshield AMA Premium Repair Plan months before the annual renewal date, I was surprised to find the charge on my credit card. I logged in online and checked and it stated my plan had been canceled and was inactive, there was no way of removing my credit card information or of receiving a refund online so I have been calling repeatedly and have never been put through to a person simply being told the main office is busy and they are having higher then usual wait call volume. I also emailed and have received no reply. I would like to be refunded and have my credit card details removed as I cannot do it in the member login.

      Business Response

      Date: 24/09/2023

      Hello ***,

      Your request for a refund was processed on September 14. An email was sent to you letting you know the date it was processed with a note that says that it can take **** business days for this to appear on your account. The other person in your email responded with a "thank you".

      As of this date it has only been 6 business days. I will email a screenshot of your refunds. Please email us if you do not see this refund by September 28, which is the full ten business days.

      I am sorry this has been a hassle for you. Rest assured, we will make sure you receive your refund.

       

      Customer Answer

      Date: 26/09/2023

       
      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:31/08/2023

      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.
      Deco Windshield Repair, *******.**************************************** have been signed up for a windshield repair plan unknowingly, and am unable to terminate the plan or reach anyone at the company.This company seems very underhanded.

      Business Response

      Date: 11/09/2023

      Customer was fully refunded on Sept 1 and account details updated, including cancelling repair plan renewal. 

      Customer Answer

      Date: 13/09/2023

      I was finally able to contact someone via their ******** page.  Through that contact, I was able to have those charges reversed.

      I was never able to reach anyone on their published phone line, and I was unsuccessful in getting an email response until after I had contacted someone via ******** messenger.

      Customer Answer

      Date: 13/09/2023

      Yes, the charges were refunded and the subscription was cancelled.

      This can be closed, though they need to update their contact information and ensure that they respond.

    • Initial Complaint

      Date:24/08/2023

      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.
      I had a windshield chip fixed by a Deco pop up site one year ago, I Did not sign up for a yearly package with this company. Because they had my credit card information they are now stealing money from me and saying I have signed up for an ongoing membership with them.

      Business Response

      Date: 08/09/2023

      Hello *****, 

      I am sorry that the site operator did not make it clear that repair plans renew on a yearly basis. I looked into your account and see that you were NOT charged for a renewal on July 19 when your plan expired. 

      The charge on Aug ******************************************* our customers being charged a renewal fee that was not due. We have had a massive amount of emails, phone calls, and refunds to work through. This was a system error and not something we did intentionally. 

      I see that your refund was processed today. it will take **** business days for this to be in your account. Please note...it could possibly look like another charge at first. This happens, depending on your credit card company. It is very annoying but there is nothing we can do about it. If you see that, please give it a few days to show as a refund. I promise it will. It has to FULLY process and that can take **** days. 

      I am sorry you were not communicated with in a timely manner. We are working to do better and have increased our customer service team in order to serve our members quickly. 

      Please let me know if you do not see the refund in the next week or so.

      Sincerely,

      Ginger

      Customer Answer

      Date: 11/09/2023

       
      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,

      ***** Street

    • Initial Complaint

      Date:23/08/2023

      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 Decos website (customer portal) you can add additional vehicles to the plan for a discounted rate. On June 21, 2023 I added an additional vehicle and was given an error after submitting payment. I was still charged the full amount, but the vehicle is not on my profile and therefore is not able to have windshield chips repaired, despite me being charged for the service plan. I have tried to contact the business via email and phone for months and have not received an answer. I would like my money refunded as Ive been charged for a service the business is not able to fulfil.

      Business Response

      Date: 13/09/2023

      Customer was refunded and given complimentary services for the inconvenience. 

      Customer Answer

      Date: 14/09/2023

      Hello ****,

      I can confirm the business has refunded me for the incorrect charges. This complaint may now be closed.

      Thank you!

    • Initial Complaint

      Date:23/08/2023

      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 cancelled an annual Deco subscription but was charged $62.95 by them on August 18, 2023. Numerous emails to them regarding this charge have gone unanswered. Also attempted to call their head office on several occasions during normal office hours and was put on hold only to eventually be told that the office was closed. I attempted to use their portal and this was also of no use because it shows the subscription as being cancelled yet I was still charged. I am seeking to have these charges refunded as well as my credit card information being deleted from their system.I have attached images that show that one vehicle has been cancelled while the other shows as being active but when you click on the active vehicle it indicates that the subscription needs to be reactivated. It is evident that Deco charged my credit card for a subscription that was cancelled. I also sent emails to them prior to August 1, 2023 to confirm cancellation of the subscription but never received a response.

      Business Response

      Date: 11/09/2023

      The customer (*********************) has been contacted and helped. 

      Customer Answer

      Date: 13/09/2023

      Hello ****,

      Thank you very much for the most recent update.  Deco contacted me approximately one week ago after I advised AMA of the issues that many customers were having with them (unapproved credit card charges, inability to contact the company, etc.). It was evident that the response I received from Deco was in response to the information that I provided AMA because they contacted me within an hour of the information being provided to AMA.  The reason I contacted AMA is because they endorse Deco and I felt that they should be aware that they were endorsing a company that was providing very poor customer service and is the subject of many complaints.

      To date, Deco has provided me with one refund and has indicated that they are working on the other.  I would kindly request that my complaint remain open until the matter is completely settled because they offered no explanation as to why numerous phone calls and emails went unanswered.  In fact, I have tried calling them on three occasions during the last couple of days and continue to receive a message that either they are experiencing a number of calls or that the office is closed because it is outside of normal business hours.  For these reasons, I continue to have serious concerns about this company and believe that they only contacted me because of the complaint that I made both to the BBB and the AMA.

      Thank you again for your assistance in this matter and I hope that this information was useful.

      I hope that you have a nice day.

      *********************

      Business Response

      Date: 15/09/2023

      The duplicate account issues and refunds have been processed.

    • Initial Complaint

      Date:22/08/2023

      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.
      I had a windshield chip repaired August 2022 by a deco windshield repair tech at a parking lot. The repair was fine and there was no comment or mention of a recurring fee or annual charge. It was a one time repair. I received an invoice and corresponding charge in my **** a year later on Aug 21 2023 for ***** for some sort of premium repair plan which I was not aware of. Have requested cancellation and refund via their website. They sent an automatic email regarding the request. My advice to others is to pay cash with this company. For resolution I would like this annual plan canceled and a refund of the annual charge. I went to their tent for a one time repair not recurring coverage. My auto insurance covers glass chips already. I do not require additional insurance.

      Customer Answer

      Date: 02/09/2023

      Deco has resolved this via a refund as hoped.   Thank you.   

      My only comment is that some sales people are not notifying clients that the one year free coverage comes with automatic annual renewals.  

    • Initial Complaint

      Date:22/08/2023

      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.
      AMA Promotes membership with DECO windshield repair. I had my windshield 2 chips repaired and purchased AMA Annual plan in May 2022 for $***** (they were set up in Northeast ******** Superstore parking lot, I have the receipt).In April 2023 I received an e-mail from DECO stating my annual AMA membership was almost over and would be charged May 10, which they did charge $***** on my credit card May 10 (DECO sent receipt stating it was good until May 10, ****). I did not sign up or agree to be automatically charged. They did it anyway and I trusted DECO because they are associated with AMA. Who knows I might need another windshield chip repair.Then DECO sent me another e-mail last week August 17 stating DECO is charging me another $***** for same AMA membership (Which they did on my credit card, this is a new card with new expiry date and CCV code they should not have access to) ! I have emailed them several times for refund of the second charge, no response, I called and sat on Hold for ************************************* and still no refund. I had two small windshield chips repaired in May 2022 and have been charged $***.

    • Initial Complaint

      Date:21/08/2023

      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.
      Traveled to ******* from ****** ** family event in May of 2022 had a rock chip repair at a orange Deco tent in North East *******. Paid for chip repair with Wifes Credit Card. We now have been charged a $67.15 fee for an Annual Premium Plan that we never authorized. Emailed them to say did not Authorize no response. ************* Number on Friday put on Auto hold for over half hour no response. Contacted ******************* they put on a reverse on charges and waiting for company response.

      Customer Answer

      Date: 21/08/2023

      I had received their invoice on Thursday stating paid. I only see this when I returned home around Seven Thursday. No prior notification that there was a plan. Sent an email Thursday evening 7:34 as well 2 on Friday. Then called in the afternoon when I didnt get a response. It was taken out of wife credi card account. That is when she called the card Company and the said they would put a reverse on it. They said they will see the companies response. Had no idea about cancellation of policy because we did authorize anything but the one chip repair. Why would we have an annual plan from *******. We live in ****** and have no Deco Repair here. 
      you can call me on my cell phone at ************. Very upsetting for both of us.

      Business Response

      Date: 13/09/2023

      Customer has been fully refunded but has not responded to email (only two days ago). Customer was also offered complimentary services for the inconvenience. 

      Business Response

      Date: 15/09/2023

      The customer's issues have been resolved. The credit card has been deleted. The disputed charge has been refunded. Customer was offered complimentary services but declined. 

      Business Response

      Date: 15/09/2023

      Also, the disputed charge was not fraud. It was a system wide error we experienced on Aug ************************************** error. It has taken time to work through those refunds. Unfortunately it created a backlog of emails and phone calls. We have expanded our customer care team in order to better serve our members. 

      Business Response

      Date: 18/09/2023

      This has been closed with "no response from business" but we did respond to him. He has specifically asked to not be contacted again by us. We have refunded his money and completed all of the other requests. This was resolved. Before today. 

    • Initial Complaint

      Date:21/08/2023

      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 am filing this complaint about is Deco Windshield Repair.July 25, 2021 Deco repaired my windshield, for $10.50, and at first agreed to the annual repair plan, but soon decided that this service is not needed. I called Deco and told them to cancel the plan, however they continue to charge my credit card every year.July 25/21 $10.50 - this was the cost of the repair.Payment plan charges:August 1/21 $52.51 August 1/22 $42.00 August 1/23 $62.95 I would like a refund of $157.46 for the payment plan charges for the past three years.

      Customer Answer

      Date: 22/08/2023

      Hello,

      Yes, I cancelled these re-occurring payments after I received an email regarding this payment plan.  I kept their initial email, however I did not save my email to them telling them to cancel this Repair Plan.

      Hope this helps. 

      Please advise if you need more information.

      Thank you,

      *****

      Customer Answer

      Date: 22/08/2023

      Hello,

      Yes, I cancelled these re-occurring payments after I received an email regarding this payment plan.  I kept their initial email, however I did not save my email to them telling them to cancel this Repair Plan.

      Hope this helps. 

      Please advise if you need more information.

      Thank you,

      *****

      Business Response

      Date: 13/09/2023

      Customer disputed the Aug 2023 charge. We accepted the dispute. Customer has been contacted and offered complimentary services.

    DECO Windshield Repair is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.