Complaints

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

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DECO Windshield Repair has 10 locations, listed below.

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  DECO Windshield Repair

  1115 48 Ave SE Calgary, AB T2G 2A7

• 

  DECO Windshield Repair

  656 Erb St W Waterloo, ON N2T 2Z7

• 

  DECO Windshield Repair

  656 Erb St W Waterloo, ON N2T 2Z7

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  Deco Windshield Repair

  120 Seguin Dr Coquitlam, BC V3K 6W8

• 

  DECO Windshield Repair

  11801- 100 Street Grande Prairie, AB T8V 3Y2

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:07/04/2025

  Type:Product 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.

  They automatically renewed my subscription and I tried to request a refund online and it keeps giving an error message. Im allowed to request a refund within ** days. I sent them an email and they didnt bother to respond. It was an unauthorized renewal

  Business Response

  Date: 07/04/2025

  Dear *********,
  

  We are sorry for the frustration this caused. We received your email on April * and issued a full refund on April *. Your repair plan has been cancelled, and your credit card has been deleted from our system to prevent any future charges.
  
  I apologize that our system gave you an error when you tried to request the refund onlinewere looking into that to prevent it from happening again.
  
  Please note that refunds can sometimes appear as pending or even as duplicate charges before they fully process. It typically takes *** business days to show up, but let me know if it doesnt, and well take care of it.
  
  Thanks again for your patience.
  Sincerely,
  
  Customer Support
  **********************

• Initial Complaint

  Date:20/03/2025

  Type:Order 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.

  I had my windshield chip repaired last year the company did not tell me I would need to pay any other money than what I paid at the time of service.

  Customer Answer

  Date: 21/03/2025

  Last year I had a chip repaired in my windshield at the time I purchased a " warrantee" against further chips but it was not explained that they would automatically charge me every year. After doing more research I see that is what they sign you up for but this was not explained at the time of my original purchase. I can see that I did not ask enough questions about the forms that I signed. I feel like I have been misled but this looks like I am stuck with the cost for this year and will cancel next February before it renews again. I believe this is poor business practice but I withdraw  my request to get a refund . I would like a note sent to them that they are difficult to contact I tried calling many times and the email address did not work. I also believe they should explain to customers what exactly they are signing up for. Thank you for your time.

  Business Response

  Date: 07/04/2025

  Dear *****,

  Thank you for your message, and Im sorry for any confusion around the repair plan renewal. While the annual renewal is part of the agreement signed at the time of service, I understand how it may have caught you off guard. We always aim to make these details clear and easy to understand, and I appreciate you taking the time to share your experience.
  
  That said, Ive gone ahead and:
  Cancelled your repair plan
  Fully refunded the charge
  Deleted your card from our system to prevent any future renewals
  
  Just a heads-upsometimes refunds can temporarily appear as additional charges or pending activity until theyre fully processed by your bank. Its frustrating, but its just how some systems show transactions. Please allow 510 business days for the refund to reflect, and dont hesitate to reach out if it doesnt show upwell make sure youre taken care of.
  
  We always provide customers 30 days to request a full refund on a renewal, and Im glad we were able to resolve this for you.
  
  Thanks again for your feedback and your time.
  
  Sincerely,
  
  Customer Support
  **********************

  Customer Answer

  Date: 09/04/2025

   
  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:29/01/2025

  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.

  Dear Better Business Bureau,I am filing a formal complaint against Deco for unauthorized account creation and their refusal to cancel my account, despite multiple attempts to resolve the issue.Details of the Incident:Company Name: Deco Nature of Complaint: Unauthorized account creation and failure to cancel account, resulting in charges to my credit ********* and Time of Initial Contact: I initially contacted Deco on [Date of first contact].Recent Contact: I called and visited Deco today, January 28, 2025, at 2:30 PM. Despite my repeated requests to cancel my account and remove my credit card information, the issue remains unresolved.Nature of the Problem:I was unknowingly signed up for an account, and my credit card information was stored without my explicit consent.I have called and visited Deco seven times in total to request the immediate cancellation of my account and removal of my credit card details, but each time, I have been ignored or denied resolution.I continue to be concerned about potential unauthorized charges to my credit card.Action Taken:I called and visited Deco today, at 2:30 PM to request account cancellation and the removal of my credit card information.The issue was not resolved, and I have not received any written confirmation or assurance that my account has been canceled.Request:I am seeking immediate cancellation of my account and the removal of my credit card information.I request confirmation in writing that no further charges will be made and that my account has been fully canceled.If this matter is not resolved promptly, I will escalate the issue and report it to the appropriate authorities for fraudulent business practices.Please advise on the next steps to ensure this issue is addressed swiftly.Sincerely,

• Initial Complaint

  Date:06/01/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 signed up for a windshield warranty with this company. As well as on my wifes bronco. She got a cracked windshield and they did not replace the windshield. They only glued it to stop it from spreading. I got a chip in my windshield and they are now not open Anns will not fix my windshield or return my calls or emails. I would like my money back as they are not honoring my warranty, but I cannot get ahold of them. They took my money the last few years and now are not holding up their part of the warranty. Horrible experience and not worth spending any money on.

• Initial Complaint

  Date:16/12/2024

  Type:Service or Repair 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.

  I sent my daughter *** **** to get her windshield fixed. She just got a new baby and bought this used car. She got confused and overwhelmed when the owner offered so many different prices and programs. Do I talked to him myself. He lied and mislead us so much. First he said we shouldn't file a **** claim on our comprehensive liability. He said **** only replace full windshield and they often put wrong windshield in place and also said our premium would go up next year. ALL LIES JUST TO GET US TO GET THE REPAIRS DONE UNDER PRESSURE AND LIES. I contacted the Deco toll free number 10 times and I emailed their support team 40 times. Nobody has ever talked to me back.

• Initial Complaint

  Date:02/12/2024

  Type:Product 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 May 14, 2023 I had my windshield repaired by a Deco Windshield Repair tent at the Save On Foods in *******, AB. When I went to pay I was given my total for the repair, paid with my credit card and went on with my day. A few days later I discovered they had sold me a subscription plan. The sales rep/repair tech did NOT inform me this was a subscription service or that my credit card info would be captured. They also told me it was $95 for the chip repair- when their website stated $65. My card was charged $******. I contacted them via email on May 16, 2023 to make a complaint and request the subscription be cancelled and a refund. I got a reply on the 26th of May saying my plan had been canceled and a refund would be processed. A refund of ****** was processed on May 26. But I got a message around the end of October, informing me that my renewal would be processed November 22, 2024. This did not happen. I got another email a few days later saying my renewal date had been adjust and I would be charged within 30 days. Again this did not happen. I have emailed them again requesting my subscription be cancelled. I want them to remove my information and cancel my account. And I want this fraudulent business shut down! Theres over 160 complaints and negative reviews on them on your website!

  Business Response

  Date: 02/12/2024

  Dear ****,
  
  Thank you for your feedback. We sincerely apologize for any confusion or frustration caused by your experience.
  
  We have thoroughly reviewed your account and confirmed the following:
  1. Your subscription was indeed canceled, as requested, and your credit card information was deleted from our system to ensure no future charges.
  2. A full refund of $125.95 was processed in May 2023.
  3. No charges have been made to your account since May 2023.
  
  Regarding the emails you received about a potential renewal: these were sent in error and should not have occurred. We understand how this could have caused concern, and we are addressing the issue internally to prevent similar incidents in the future.
  
  We are committed to providing transparent and ethical service to our customers. While we regret that you had a negative experience, we want to emphasize that our business operates legitimately, and we are dedicated to resolving any issues that arise.
  
  We value the trust of our large and loyal customer base and work diligently to provide excellent service. While complaints occasionally arise, they represent a small percentage of our overall operations, and we strive to address and resolve each one promptly and thoroughly.
  
  If you have any further concerns or require additional clarification, please feel free to contact us at ************************************* and well be happy to assist.

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 22626478
  
  I am rejecting this response because:

  The business failed to address my concerns about my personal information  

  I do see my card information has been removed from the website  

  I want ALL my information DELETED. And a confirmation of this  

  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:22/11/2024

  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.

  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:

  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.

  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:

  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.

  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:

  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 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