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

  1115 48 Ave SE Calgary, AB T2G 2A7

• 

  DECO Windshield Repair

  656 Erb St W Waterloo, ON N2T 2Z7

• 

  DECO Windshield Repair

  11801- 100 Street Grande Prairie, AB T8V 3Y2

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  DECO Windshield Repair

  Private Address Calgary, AB T2H 2K1

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  DECO Windshield Repair

  1602 42 St SW Calgary, AB T3C 1Z5

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:23/06/2025

  Type:Order 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.

  Had a chipped windshield repaired 3 years ago. Paid by credit card. Did not sign up for anything else.Just noticed that I'm being billed -$94.45 for contract that I never signed up for, and looks like this same charge has happened for the previous two years as well.This company is known for scamming customers by charging them for a contract they never signed up for. This is FRAUD! Spoke to someone called **** at the company and asked for a refund for the previous 3 years but they said they could only refund the most recent charge.

  Business Response

  Date: 07/07/2025

  Hi *****,

  Thank you for your feedback. We sincerely apologize for any confusion or frustration this experience has caused.

  After reviewing your account, we found that the Repair Plan was originally set up under ********************* email address, which differs from the email provided in this BBB complaint. Weve now updated the account with your current contact information to ensure better communication going forward.
  
  As part of our renewal process, we send at least two reminder emails prior to each annual renewal, and email receipts are also sent after each payment is processed. Its possible these communications were missed or filtered into a spam or junk folder. We understand how frustrating that can be.
  
  To resolve this matter:
  The most recent charge of $94.45 has been refunded in full.

  Your Repair Plan was canceled effective June 20, and your credit card information has been removed from our system to prevent any future charges.

  You can log in to your account at ****************************** at any time to view your plan status or update contact details.
  
  Weve also recently expanded our account login options to include either email or phone number, to help reduce the chance of missed communications going forward.
  
  We take customer concerns seriously and always aim to be clear and fair in our communication. This includes improvements weve made over the past year to better explain how the Repair Plan works at the point of purchase.
  
  As per our policy, we allow for refunds up to 30 days after a charge is processed. While were unable to refund previous years outside of that timeframe, we do regret the misunderstanding and appreciate you bringing this to our attention.

• Initial Complaint

  Date:16/06/2025

  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.

  I had a small windshield crack filled by DECO approximately one year ago. At no point during the service was I clearly told I was signing up for a recurring annual subscription or membership. I believed I was receiving a one-time repair. On June *, 2025, I discovered a charge of $***** from DECO on my bank account. This charge was unexpected and unauthorized. I did not consent to a subscription, was not notified of any upcoming renewal, and was not given the opportunity to cancel before being charged. I immediately emailed DECO requesting a refund and cancellation of any account or membership. As of today (June **, 2025). This seems to be a common issue with this company, and I am now forced to consider filing a formal dispute with my bank and escalating through Alberta Consumer Protection if no refund is issued. I am requesting a full refund of $***** and confirmation that no further charges will be made to my account.
  

  Business Response

  Date: 16/06/2025

  Hi *******,

  We’re sorry to hear about your experience and take concerns like this seriously.
  
  We’ve searched both our email records and customer database but were unable to locate your account based on the information provided. Please email us directly at [email protected] so we can assist you promptly and resolve the matter.
  
  Customers enrolled in our repair plan typically receive two reminder emails ahead of any renewal, and we offer a 30-day refund window following each annual charge. That said, we recognize that communication clarity is critical. We’ve made several updates this year to improve how repair plan details are explained at the time of service and to make it easier for customers to log in, manage their accounts, and cancel plans if needed.
  
  We look forward to resolving this with you directly.

• Initial Complaint

  Date:09/06/2025

  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.

  ******* ***** parking lot the *** said crack will look much better and it cost $** + $** for lifetime repairs. The repair of the crack looked Exactly the same as before (we had tried to repair ourselves)but he said it would look better with no spider veins but it looked like he did ********** husband said it looks like we were scammed and we want a full refund on $****** on my son's ***** Also the *** did Not explain that the $** was for a membership where we will be charged each year. No we do not want that and we would like you to Remove the **** from any of your records.Please refund $****** cad for nothing done.

  Business Response

  Date: 16/06/2025

  Thank you for bringing this to our attention. Were sorry to hear about your experience and appreciate the opportunity to follow up. Our regional manager has reached out to you directly by email to help resolve the matter.
  
  Please check your inbox, and dont hesitate to reach out if you have any further questions.

  Customer Answer

  Date: 18/06/2025

  The Regional manager did not say Why he said he cannot refund me for the repair..  I do not want to go to another location and for them to try to repair it again.  I do not want to waste time..

  I just would like a Credit on my **** for $******

  It is not right to pay for a repair that is the same.  The *** said that it would look much better pulling the air out of the spidering and it looks the same.   He did not tell us that we signed up for a recurring subscription renewal.

  Obviously we were misled on both items and would like our money back.  (customer service agreed and have refunded $***** for the subscription issue)

  Customer Answer

  Date: 18/06/2025

  
  Complaint: ********
  
  I am rejecting this response because:    the regional manager did not say Why he would not issue a refund for $****** back my ****.

  He said he understood my frustration that the repair looked exactly the same and did not fix the spidering that the representative said that it would.  He said it will look much better, but it looks the same.

  I do Not want to pay for a repair that looks exactly the same.

  I am not comfortable going to another Deco to have someone try and fix this as this has been a very bad experience.  I do not want them saying that they tried and I have to pay, it will be a waste of time.

  I just want my money back for the miscommunication and bad situation.

  Also the representative signed me up for warranty but did Not mention that it was a yearly subscription.  Again miscommunication.  Deco customer service has refunded $***** on my **** and removed me from being charge annually.

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

• Initial Complaint

  Date:13/05/2025

  Type:Service or Repair 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.

  May 12 2025 @ 5:30 pm ********/ancaster ON I went to get my windshield repaired. They were very pushy about me accepting their monthly plan and at one point wouldnt complete the transaction without accepting their monthly plan at an additional $15. I had to verbally affirm several times was not interested. A worker began the work on the windshield and not only did it not repair anything at all, my windshield is cracked worse and will cost even more to repair. The regional manger that was working tried to repair this more and offered a warranty to come backat the location. All this before the worker who admitted he was first day on job and training and working on customers *********************** unsupervised. The manager was very rude and extremely unprofessional. They said $65 for the repair and then added $30 for something that wasnt discussed and I payed $110. I tipped the young worker who clearly didnt understand what the complaint was about because he was polite to me before all this. I just want my money back I dont want to go back and claim their warranty. I will not have this company touch my vehicle again.

  Business Response

  Date: 26/05/2025

  Dear ******,
  
  Thank you for your feedback regarding your recent visit to our ********/******** location. We acknowledge there was a miscommunication during a training situation, and while our manager attempted to correct the information, it unfortunately came across as unprofessional. We sincerely apologize for that.
  
  Were glad we were able to speak with you directly, offer a refund, and fully resolve the issue. We appreciate your openness to possibly using your repair plan in the future, and were committed to making your next experience with DECO a better one.
  
  Sincerely,
  DECO Windshield Repair
  Customer Experience Team

• Initial Complaint

  Date:12/05/2025

  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.

  Even after cancelling my repair plan - which they acknowledged and notifying them that I didnt want to renew the plan the charges my credit card for another year. When I try to contact them I get no response.

  Customer Answer

  Date: 12/05/2025

  Thank you for the support  - they have refunded the full amount. 

• Initial Complaint

  Date:09/05/2025

  Type:Customer Service 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.

  DECO Windshield Repair last year and now this year have asked for an automatic renewal. No where in the emails sent by them or in my online profile can I request to discontinue this annual renewal. This is improper business practice and any legitimate business will provide a consumer proper ways to discontinue a service.

  Business Response

  Date: 09/05/2025

  Were sorry to hear you had difficulty navigating the cancellation process, and we appreciate you taking the time to share your concerns.
  
  DECO provides several options for canceling a Repair Plan renewal customers can cancel directly through the online portal, by emailing us at ************************************* or by phoning our customer service team. We also send several reminder emails in advance of the renewal date, and we offer a 30-day grace ****** following any renewal to allow customers to cancel and receive a full refund if the charge was unintended.
  
  In this case, your plan was not scheduled to renew until June 8, and no charges have been made to your account. As a precaution and at your request, I have canceled the plan and removed your credit card details from our system to ensure there will be no future billing.
  
  If you have any further questions, please feel free to reach out to us directly at ************************************* Were happy to help.

• 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.