ComplaintsforDECO Windshield Repair

• Initial Complaint

  19/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  31/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  25/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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 response

  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

  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

  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

  24/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  23/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  18/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

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

• Initial Complaint

  17/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On July 18, 2024 Deco Windshield Repair removed $94.45 from my credit card without notice or warning of a subscription renewal ("Premium Windshield Repair"). I had a windshield repaired by Deco a few years ago but I did not agree to any renewal plan of any sort, nor did I receive an email warning me of a renewal, or that a renewal was imminent (they obviously have my email address as they emailed me a receipt for $94.45).I sent an email to Deco in respect to the above requesting a refund and to have my personal information removed from their records but I have not received a reply as of yet.

  Business response

  17/07/2024

  Hi *****,

  All of our repair plan members receive email notices regarding the upcoming renewal. Unfortunately these often go to junk/spam. The receipts and renewal notices come from different platforms which is why you might receive one or the other. 

  I only see one email from you in our ************************************ email. Today, July 17, 2 hours ago. If you sent other emails, we did not receive them. Sometimes customers reply to our "do not reply" emails. 

  I have refunded your card, cancelled your plan, and deleted your credit card from our system. Please reach out to ************************************ if you need any further assistance. 

  Customer response

  18/07/2024

   
  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

  17/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 16, 2024 Deco Windshield repair took out $73.45 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 2023. I did not receive any emails prior to the one sent notifying that my subscription was renewed. They clearly had my email because . I requested a cancellation and refund via email but no reply. I want my money refunded.

  Business response

  17/07/2024

  Hi ******,

  All of our repair plan members receive email reminders of the upcoming renewal charge. Unfortunately they sometimes go to junk/spam. The receipts and reminders come from different platforms which is why your email provider treats them differently. Also, often customers reply to our "do not reply" email address. 

  I only see one email from you, sent today, July 17, 8 hours ago. I will process your refund and respond to your email. 

  Business response

  17/07/2024

  ****** did not give us time to respond to her email before filing the complaint. Also, her account was very difficult to locate due to it being under a different name and email address. 

  Her full refund was given within 10 hours of her first email to us. 

• Initial Complaint

  12/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have attempted off and on for the past year to cancel the subscription I inadvertently entered into with Deco Windshield Repair. I have tried to phone them on numerous occassions but only get recordings. The indicate that you can "login" to cancel your plan and state that the password is the plan ID which appears on emails which I never received or on the original receipt for service which I no longer have as the windshield repair was over a year ago. Deco just took another $94.45 out of my **** account. This charge is not authorized and I want them to refund it and confirm that they have fully cancelled any subscription with their company. This business scams people into subscribing to their services without explaining that they will be billed annually. They initially indicated that this was somehow connected to my AMA membership but AMA has now completedly distanced themselves from this organization.

  Business response

  17/07/2024

  Hi ***,

  I looked into your account but do not see any emails to us regarding this issue. Customers sometimes reply to our "do not reply" emails. All repair plan members receive multiple reminder emails about the upcoming membership charges, however, in your case I see that your email provider has blocked all of our emails. I sent a screenshot to you via email. 

  Although your request is outside of our 30 day grace ****** I have given you a full refund due to the difficulties in contacting us. I will send you an email with details. 

*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. ↩