Complaints

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

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• Headquarters Location

  

  HelloTech

  2450 Colorado Ave Ste 100E Santa Monica, CA 90404-5535

• 

  HelloTech

  Cincinnati and surrounding area Cincinnati, OH 45202

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:08/20/2026

  Type:Delivery 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.

  HelloTech installation service is bundled with the purchase of a RING camera. I received notice that my was shipped and provided a delivery date so I scheduled the installation. It turns out only part of my order was shipped, not the full order. I called RING and was told my order was unfulfillable and I was issued a refund of the item only and was told I needed to contact HelloTech separately to request a refund of the installation price. HelloTech charged me a $25 cancellation fee and told me that because a tech was already assigned to order - they would not waive the fee even though RING cancelled the order - not me.

  Business Response

  Date: 08/21/2026

  We appreciate the customer bringing this matter to our attention.
  After reviewing the account and considering that the product order was canceled by Ring, we have processed a refund of the $25 cancellation fee. We appreciate the opportunity to review this matter and consider it resolved.

  Customer Answer

  Date: 08/21/2026

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:08/04/2026

  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 ordered a TV with REMOVEDand they offered a service for it to be mounted through HelloTech. My appointment was scheduled for 9/3/25. Unfortunately there was only one man available in my area and he kept cancelling my appointment, accepting, and cancelling. He rescheduled it for 9/4, 9/5, 9/6, 9/7, and 9/8. HelloTech first refused to give me a refund and told me to contact REMOVED. REMOVEDspecifically states to go through the service provider. I had to fight just for someone to even offer a refund. They wanted me to PAY THEM MORE MONEY to cancel the appointment because I told them that this man was going to reschedule last minute. On 9/10 I received an email stating Id be getting a refund, I requested a check be sent. I never received the check. I corresponded with another REMOVEDwho told me to allow 4 weeks. On 11/4 I requested an update and was advised it was escalated but billing had confirmed they mailed out the check. I was also advised an update would be provided. I never received an update. I still have yet to receive my check of REMOVEDpaid to HelloTech for my tv to be mounted that never was even mounted because they continue to keep people on who constantly accept and reschedule appointments. I would like a refund in the FULL amount that I paid of REMOVED.

  Business Response

  Date: 08/05/2026

  We appreciate the customer bringing this matter to our attention and sincerely regret the frustration caused by the repeated appointment reschedules and the delay in receiving the refund.

  After reviewing the account, it appears there was an error during the refund processing that prevented the reimbursement from being completed as intended. We have since identified the issue and can confirm that the refund is currently being processed.

  The customer will receive the full refund of $79.00 using the previously requested payment method. We appreciate the customer's patience while this matter is resolved and are working to ensure the reimbursement is completed as quickly as possible.

  Thank you for providing us the opportunity to address this issue.

• Initial Complaint

  Date:07/23/2026

  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 contacted Hello on July 19, 2026 and made arrangements to have a tech remove and reinstall my TV so I could remove the cable box from the back. During the call, the person I spoke with tried to sell me an option of $99.00 per year that would provide discounts form future projects contracted through Hello Tech. I was very clear and told her I did not want this option. When the tech person visited my house and performed the agreed upon work, he showed me that there was an extra charge of $99.00 per year which was the exact annual charge I did not agree to.

  Business Response

  Date: 08/03/2026

  We appreciate the customer bringing this matter to our attention and regret any confusion surrounding the HelloTech Home Membership.

  During the booking process, customers have the option to enroll in the annual membership; however, this option may also be declined. We understand there was a misunderstanding regarding the membership associated with this service.

  After reviewing the account, we confirmed that the $99 annual membership fee was refunded on July 23, 2026.

  We appreciate the customer's feedback, as it helps us continue improving the clarity of our booking process and customer experience. We consider this matter resolved.

  Customer Answer

  Date: 08/03/2026

   
  Complaint: 25081478
  
  I am rejecting this response because:  There was never a misunderstanding.  I clearly rejected the sales person's attempt to sell me a yearly membership at $99.00 twice.  She signed me up, did not tell me, and attempted to charge me for the membership without my permission.  
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 08/05/2026

  We appreciate the customer's continued feedback and understand their concerns regarding the enrollment in the HelloTech Home Membership.
  After further review, we confirmed that the membership enrollment occurred after the service was completed and the service agreement was acknowledged on the technician's tablet. However, we recognize that the enrollment process and communication surrounding the membership were not as clear as they should have been, which led to this misunderstanding.

  To resolve the matter, the HelloTech Home Membership has been canceled, and the $99 membership fee has been fully refunded.

  We appreciate the customer's feedback, as it helps us improve the clarity of our enrollment process and customer communications. As the membership has been canceled and the associated fee refunded, we consider this matter resolved.
  
  

  
  

  Customer Answer

  Date: 08/05/2026

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:07/07/2026

  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.

  I ordered a Ring doorbell camera 6/2 (Order # REMOVED-10586786) through Ring, and paid for installation through a 3rd party called HelloTech ($129.00). I made like 4 different appointments for HelloTech to install and no one ever showed up or they'd cancel. I texted HelloTech on June 23 and told them I wanted a refund. They said Id get it in 5-7 days and if not call Ring. Well, REMOVEDtalked to both companies and neither is taking responsibility. It was all ordered through Ring. But Ring claims they cannot refund. HelloTech says they dont have my card info. since it was ordered through Ring so they can't refund it. What kind of cat and mouse game is this? They are taking advantage of people.

  Business Response

  Date: 07/08/2026

  We appreciate the customer bringing this matter to our attention and sincerely apologize for the frustration caused by the repeated appointment cancellations.

  After reviewing this matter, we can confirm that the installation service was purchased through Ring as part of the customer's order. While REMOVEDwas responsible for fulfilling the installation, Ring is the merchant of record for the transaction and processed the customer's payment. As a result, REMOVEDdoes not have access to the customer's payment information and is unable to issue a refund directly.

  We understand the customer was advised to contact Ring regarding the refund. Because the payment was made to Ring, any refund for the installation service must be processed by Ring through the original purchase transaction.

  We regret the inconvenience caused by the missed appointments and understand the customer's frustration. However, REMOVEDis not able to refund a transaction that was not processed by HelloTech.

  We appreciate the opportunity to clarify this matter and encourage the customer to continue working with Ring regarding the refund, as they are the appropriate party to process it.

  Customer Answer

  Date: 07/08/2026

   
  Complaint: 25022070
  
  I am rejecting this response because: HelloTech is saying they are not responsible.  But, when I contact Ring they are saying they are not responsible and HelloTech is responsible.  Which one is it?  It can't be both ways.  I just want my refund.  I don't care if it's from Ring or from HelloTech but one of them owes me $129.00 for installation that never happened.
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 07/09/2026

  We appreciate the customer's continued communication and understand the frustration caused by receiving conflicting information regarding the refund.

  To clarify, because the installation was purchased through Ring, Ring is the merchant of record and processed the original payment. As a result, HelloTech does not have access to the payment transaction or the customer's payment method and is therefore unable to issue a refund directly.

  We have confirmed that the refund for the installation service will be processed by Ring. If the customer was previously provided different information, it was due to a miscommunication.

  While HelloTech is unable to issue the refund ourselves, Ring is the appropriate party to process it, and the customer should receive the refund through them.

  Customer Answer

  Date: 07/14/2026

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. I have been reimbursed the installation fee by Ring.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:07/02/2026

  Type:Delivery 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.

  Order Number: REMOVEDDesired Resolution: $69 Billing Adjustment / Partial Refund ?I am filing this complaint to request a $69 billing adjustment for Order #REMOVED. I was initially quoted a $69 flat and i pay about $10.00 monthly fee for membership rate. The service on this day was a a standard dishwasher replacement, but my final invoice was doubled to $138 (billed as 2.5hours of labor). This upcharge is entirely unjustified, as the extended time was caused by the technicians' tardiness, lack of standard equipment, and inability to perform basic appliance troubleshooting.?First, the two-man crew arrived a full hour late to my scheduled appointment window. Upon arrival, they realized they did not bring the standard, necessary part required to complete the replacement installation .I sent a picture text of model number and serial number from my boxed unit days before the 2 techs arrived. My husband, REMOVED, had to personally drive to REMOVEDto purchase the part and bring it back half way into the replacement job. Subsequently, Hello Tech is attempting to bill me an hourly labor rate for the time their crew stood idle waiting for my household to supply the missing materials.?Second, the company is ignoring documentary evidence of further technician downtime. Once installed, the machine would not fill with water. From exactly 6:00pm to 6:12 PM to 6:37 PM, the technicians stood idle on their phones, completely stumped. I have time-stamped digital activity logs proving that I had to step in, proactively research the issue myself, and show the technicians that the machine's standard "Child Lock" was simply activated which was the reason the unit would not turn on ?I officially canceled my membership on July 1 after their escalation team (Mr. REMOVEDrefused to adjust the bill. Had I not intervene labor would been longer .It is unacceptable to charge a customer a premium labor rated I am requesting an immediate $69 refund for the unjustified labor upcharge.

  Business Response

  Date: 07/06/2026

  We appreciate the customer taking the time to share their experience and sincerely apologize for the frustration surrounding this appointment.

  After reviewing, we found that the technicians were on-site from approximately 3:52 PM until 6:22 PM, resulting in a service duration of approximately 2.5 hours. As a result, the final invoice reflects the actual time spent completing the service.

  We understand the customer's concern regarding the time spent waiting for a replacement part. However, our service requires that all necessary parts and materials be available at the time of the appointment. In this case, the required part was not available on-site when the technicians arrived, and they remained at the residence while the part was obtained so the installation could be completed during the scheduled visit. Because the technicians remained engaged on the appointment and unavailable to perform other work during that time, the time spent on-site is billable.

  We also appreciate the customer's feedback regarding the troubleshooting process following the installation. We understand how this contributed to their overall dissatisfaction and will share these comments internally as part of our ongoing efforts to improve the customer experience.

  After a thorough review, we have determined that the charges associated with this service accurately reflect the time spent on-site, and we are unable to approve the requested billing adjustment. We appreciate the opportunity to review the customer's concerns and thank them for their feedback.
  

• Initial Complaint

  Date:05/21/2026

  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'm reaching out to get a full refund for order #REMOVEDand refund your membership charge because the technician completely botched the job and damaged my property. He literally broke my doorbell chime box right off the wall, leaving the wires completely exposed and the cover just hanging there and screws pulled from the wall which looks incredibly unprofessional and ridiculous. Ive attached photos showing exactly how he left it. I expect a full refund for this service immediately, and I'd like to know how HelloTech plans to fix the damage done to my wall. I did not notice this damage because ive had hellotech install and replace doorbells for me 4 times in the past at this property and this hasnt happened so it wasnt expected and I was busy making sure the doorbell he installed was functioning and properly installed which it was but then i go see the new chime he installed but saw this mess and this is the slop he left over and then he already left my property in his car. You owe me $88.99 + repair + damages.

  Business Response

  Date: 05/23/2026

  We appreciate the customer bringing these concerns to our attention and sincerely apologize for the frustration surrounding this experience.

  After receiving the customers damage claim report, we began reviewing the matter internally, including the photos provided. Based on our review, we determined that the installation did not meet HelloTechs quality standards or expectations.

  At this time, we are actively investigating the circumstances surrounding the appointment and working toward an appropriate resolution. As part of that effort, we have offered to send another technician to properly redo the installation and address the concerns raised regarding the setup.

  We understand the customers dissatisfaction and appreciate the opportunity to further review the situation. Our team remains engaged in the claims process and will continue working directly with the customer toward resolution.

  We value the feedback provided, as it helps us improve the quality and consistency of our services moving forward.

  Customer Answer

  Date: 05/26/2026

   
  Complaint: 24869700
  
  I am rejecting this response because:

  Sending another technician to re do the installation is literally pointless  HE ALREADY INSTALLED THE REMOVEDDOORBELL PROPERLY BUT HE DAMAGED AND BROKE MY REMOVEDBOX OFF THE REMOVEDAND THE REMOVEDCOVER DOES NOT CLOSE PROPERLY ANYMORE EITHER . PAY FOR THE DAMAGES AND REFUND MY $69 INSTALLATION COST AS WELL AS THE $20 MEMBERSHIP FEE. 

  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 06/01/2026

  We appreciate the customers continued communication regarding this matter.
  Since our previous response, we have completed our review of the concerns raised and worked directly with the customer through our claims process. We can confirm that the damage claim has been resolved and all approved refunds associated with this matter have been processed.
  At this time, we consider this matter resolved and closed. We appreciate the opportunity to address the customer's concerns and thank them for their patience throughout the resolution process.

  Customer Answer

  Date: 06/01/2026

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  

  SUCCESSFULLY RESOLVED.

  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:05/05/2026

  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.

  Better Business Bureau Complaint HelloTech (Booked via DOOR REMOVEDProperty Damage I am filing a formal complaint against HelloTech for unauthorized billing, failure to complete contracted services, and property damage.I scheduled a one-hour REMOVEDthrough my apartment platform (DOOR) to install two curtain rods. The agreed price at booking was approximately $44.50, reflecting a single hour of work. This was the only service I authorized.The appointment was rescheduled multiple times (56) by HelloTech. When the technician (REMOVED) finally arrived, he was over 1.5 hours late and remained on-site for approximately one hour.During the appointment, I contacted HelloTech support and explicitly confirmed that:- The order would not be modified - No additional services or charges were authorized Despite this, the technician failed to complete the work and caused visible damage to my walls, including nicks and dents. Due to poor workmanship, I asked the technician to leave before completion. I have photo documentation of the damage and incomplete work.I was subsequently charged $417.05, nearly ten times the agreed amount, without any authorization. I never approved additional time, services, or pricingverbally or otherwise.This charge is not consistent with the agreed service, the time spent, or the work performed. There is no legitimate basis for this billing, and no authorization was ever provided for any increase.This situation reflects:- Unauthorized and excessive billing - Failure to deliver contracted services - Property damage caused during service I am requesting that HelloTech be held accountable for these practices and that this matter be formally reviewed.

  Business Response

  Date: 05/11/2026

  We appreciate the customer bringing this matter to our attention and sincerely regret the experience described.

  After a thorough review of this appointment, it appears there was a misunderstanding regarding the scope of work and resulting charges that extended beyond the original service request. We understand how this situation led to frustration, especially given the concerns around incomplete service and property damage.

  To address this, we have taken the following actions:

  - All additional charges beyond the original service have been fully refunded.

  - The damage claim has been reviewed and finalized, and we have approved the customer for full refund related to the damages.

  - The customer will receive the full refund as part of our claims process, and payment will be issued upon completion of the standard claims documentation.

  We regret the inconvenience caused by the scheduling delays, communication breakdown, and overall service experience. This does not reflect the level of service we strive to provide, and we are addressing these issues internally to prevent similar situations in the future.

  We appreciate the customers patience and the opportunity to resolve this matter.

• Initial Complaint

  Date:05/05/2026

  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 bought a ring camera through ring, and purchased the hello tech installation package with it. 3 seperate times I have scheduled and installation, all three times I have had to stay home from work so they could get the installation done, all three times they have ghosted me, they have guaranteed me each time that the next time will be different, but every single time the installer takes themselves off the job around the time theyre supposed to be coming to my house. They wont refund my money, they say call ring, ring says since I dont have my order number they cant look up selling me the doorbell so they cant refund it, even though I have the doorbell in my hand. You only get an order number if you get an account and I checked out as guest. So no I shall, no refund, and nobody has any power or capability to do anything so now my o my option is to do a charge back on my credit card, because nobody is allowed to even look up anything and no installers will actually show up to do the install, even though theyve been paid to do it

  Business Response

  Date: 05/05/2026

  We appreciate the customer bringing this matter to our attention and sincerely apologize for the frustration and inconvenience caused by the repeated scheduling issues.

  After reviewing the account, we can confirm that the HelloTech installation order (#REMOVED) was ultimately canceled, and no charges were processed by HelloTech for the installation service. Additionally, we do not have any payment method on file associated with this order, and therefore there is no charge from HelloTech to refund.

  We understand the customers concern regarding the cost of the Ring device and installation package. However, the device and bundled installation were purchased directly through Ring, not HelloTech. As such, any charges related to that purchase, including refunds or disputes, must be handled directly through Ring, as they are the merchant of record for that transaction.

  While HelloTech facilitates the installation service, we do not have visibility into or access to Rings order or payment systems, particularly for guest checkout purchases. For this reason, we are unable to locate or refund that transaction on their behalf.

  That said, we sincerely regret the experience the customer had with scheduling and technician reliability. This is not the level of service we aim to provide, and we are addressing these concerns internally to improve reliability moving forward.

  We recommend the customer continue working with Rings support team and, if needed, their financial institution to resolve the purchase-related concerns.

  We appreciate the opportunity to clarify and address the inconvenience caused.

• Initial Complaint

  Date:04/13/2026

  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.

  HelloTech was hired to install a new coaxial cable in one of my bedrooms. Their contractor deemed it necessary to create two access points to run the cable from our first floor to our second floor but in the process drilled incorrectly causing damage to my home. Instead of drilling as intended, the contractor drilled from the interior of my home out to the exterior out through the wood sheeting (OSB) and weather barrier pushing the siding off of my house. I asked the contractor to stop and not proceed after I witnessed the damage he caused. I submitted a damage claim form to HelloTech to be reimbursed for the damage their contractor caused but they are requiring me to sign a contract/agreement in order to receive the reimbursement they have already committed to paying. A timeline of details and events is attached.

  Business Response

  Date: 04/14/2026

  We appreciate the customer bringing this matter to our attention.

  HelloTech takes damage claims seriously, and we regret the outcome of satisfaction during this service. Based on our review, we have already confirmed our willingness to reimburse the customer for the full amount associated with the repair.

  As part of our standard claims process, a settlement agreement must be reviewed and signed prior to the release of any reimbursement funds. This document is a routine step designed to clearly outline the agreed-upon resolution and ensure that both parties have a mutual understanding that the matter will be considered fully resolved upon payment.

  Once the signed agreement is received, we will promptly process the reimbursement. We remain ready and willing to resolve this matter as quickly as possible and encourage the customer to return the signed document so we may proceed.

  We appreciate the customers patience and cooperation and look forward to helping the customer.

  Customer Answer

  Date: 04/21/2026

   
  Complaint: 24739936
  
  I am rejecting this response because: The settlement agreement language is too broad, and only protects the business rather than my rights as a consumer. I feel like the process for being reimbursed for the damage caused to my home by Hello Tech is a procedural bait and switch as these funds are undisputed and already agreed upon based on our written email communication on 03-10-2026.  Withholding them unless a settlement agreement is signed is deceptive, unfair and unethical. The agreement is being used as leverage against me. 
  
  Initially, I received written communication that Hello Tech would reimburse me for the repairs detailed on the requested invoice. I even selected one of the payment methods provided by Hello Tech to receive the reimbursement payment. Then the bait and switch happened, suddenly I couldnt be reimbursed for the damage without signing a very unfair and restrictive settlement agreement. There was never any mention of signing any settlement agreement throughout the entire process until it was time for Hello Tech to submit the payment. 

  I would really like to get this matter resolved and be reimbursed for the $932.45 as promised by Hello Tech before the bait and switch. This issue has caused my family financial hardship and significant distress. If I am unable to be refunded as promised I will need to pursue legal remedies and consult with the REMOVEDfor further assistance.
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 04/27/2026

  We appreciate the customers continued communication and understand their concerns regarding the claims process.

  First and foremost, we want to reiterate that HelloTech has fully approved reimbursement for the repair costs associated with this incident. This amount is not in dispute, and we remain committed to issuing this payment.

  We understand the customers frustration regarding the timing and introduction of the settlement agreement. To clarify, the settlement document is a standard part of our claims process and is required in all cases where reimbursement is issued for damage. Its purpose is to formally document the agreed-upon resolution and confirm that the matter is considered resolved once payment is made. This helps ensure clarity and closure for both parties.

  We regret if this step was not communicated earlier in the process, as we recognize how that may have caused confusion or concern. However, the requirement itself is not a change in position, nor is it intended to be misleading or unfair, but rather a consistent procedural safeguard applied across all claims.

  At this time, we remain ready to proceed immediately with payment upon receipt of the signed agreement. If the customer has specific concerns about the language within the document, we are open to clarifying those points to help move toward resolution.

  Our goal is to resolve this matter promptly and fairly, and we encourage the customer to continue working with us so we can bring this to a close.

  Customer Answer

  Date: 05/07/2026

   
  Complaint: 24739936
  
  I am rejecting this response because:
  

  HelloTech failed to disclose pertinent information that directly affects the reimbursement process. 
  
  HelloTech claims, "...the settlement document is a standard part of our claims process and is required in all cases where reimbursement is issued for damage." However, this was never mentioned when HelloTech said via email, "To resolve this, we will reimburse you for the repairs. Could you please provide us with an invoice for the work?" This implies that I pay to repair the damage HelloTech caused to my home with my own money. HelloTech was fully aware that reimbursement could not be approved without an agreement, and yet they allowed me to pay for damages they caused to my home. HelloTech even made payment arrangements for reimbursement without disclosing that an agreement had to be signed before the release of payment. This is a gross manipulation of trust and brings HelloTech's intentions into question. 
  
  HelloTech claims that they, "...remain committed to issuing this payment." However, HelloTech is now withholding the $932.45 that I paid out of pocket, as leverage to force me into signing an agreement that is one-sided, unfair, and waives my rights as a consumer. My family needs this money, and HelloTech is using it against me.

  I refuse to sign the agreement as it's currently written.

  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:03/02/2026

  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.

  REMOVEDwas fine but the company is a mess. Charged twice for return visit as the original. Overseas call center was useless. Took a week to get an appointment. Finally gave up.

  Business Response

  Date: 03/12/2026

  Our team has reached out to the customer to coordinate a follow-up appointment to address the concerns raised regarding the service. We remain available to ensure the service is completed as expected.

  Additionally, our records indicate that the charges referenced correspond to two separate services. If the customer has any questions about the charges or would like further clarification, we are happy to review the order details with them directly.

  We appreciate the opportunity to address this matter and will continue working with the customer toward a resolution.