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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  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:08/22/2025

  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.

  Worst experience EVER!!! We have scheduled the appointment to meet our scheduling needs. Also the advertisement provided was same day service and so far we rearranged work schedules and other appointments to accommodate the schedule changes provided only to have them be rescheduled again. We have decided that your service is unreliable and falsely advertised as stated on your website. We have found another more reliable service provider that is able to accommodate and fulfill the time that was originally scheduled without constant cancellations. We will be providing an appropriate review for your inadequate services and false advertisement.

  Business Response

  Date: 08/26/2025

  The order associated with this complaint was canceled by the customer prior to service being provided, and no charges were made to their account. While same-day appointments are possible in many areas, technician availability can vary by location. We are continuously working to expand our coverage to ensure more areas have consistent same-day service options available.
  

• Initial Complaint

  Date:08/08/2025

  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.

  Hello tech first ********** installed outdoor Storm shell and mounted TV on July ******. Within 2 weeks of this first install and after one use of the TV, the s**** for the mount came loose from the wall.The second ********** came out and after 2 hours of fumbling around left without repairing The last 2 weeks I have chased hellotech for a resolution and today I received an email that the initial repair was out of scope and nothing they can do to ********** while they issued a refund, a have holes in my exterior wall where the mount was placed which they are not going to repair and a non working or mounted TV..

  Business Response

  Date: 08/20/2025

  Hello,

  
  We understand the customers frustration and have carefully reviewed this case. The original order did not include all necessary details, and the requested mounting location was outside the scope of what our technicians are able to safely complete. For this reason, our technicians recommended using a different mount that would better support the installation and help prevent further issues.

  
  While we recognize the inconvenience, a full refund for the service was issued, which more than covers the cost of repairing the s**** holes left from the installation. With the refund provided and recommendations made for a proper mounting solution, we consider this matter resolved.

• Initial Complaint

  Date:08/06/2025

  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.

  I have been given 6 different appointments for a tech to come out to my house. All were no call/ no show. Made NUMEROUS calls and emails and could get no resolution. Was told that there was no Supervisor I could speak to. I don't know if this is just a scam, or the worst company ever. They had no problem talking payment information from me, but that's the only thing they seem capable of doing.

  Business Response

  Date: 08/20/2025

  Hello,

  
  Weve reviewed this case and confirmed that we were unable to locate a technician to complete the requested service in the customers area. As a result, the service was canceled and no charges were processed to the customer.

  
  We understand the inconvenience this caused and can confirm that the customer has not been billed for any services. To help prevent situations like this in the future, we are actively expanding our technician network and improving our scheduling process to ensure better coverage in all areas.

• Initial Complaint

  Date:07/07/2025

  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.

  I ordered a television from ******* and added the ***** tv wall mounting service. The TV was purchased on April 4 2025. I had an appointment scheduled for May 15 that was cancelled on May 9. I contacted hello tech and was told a refund would take 4-6 weeks. On June 20 I contacted hello tech again via email and was told the refund was issued on May 10 but I've never received anything. Since that day the customer service department only gives apologies and says the issue has been escalated with no attempts at resolution.

  Business Response

  Date: 08/05/2025

  Thank you for bringing this matter to our attention.
  We have reviewed the customer's case and can confirm that the refund for the TV wall mounting service has been processed. While the refund was initially issued on May 10, we understand there was a delay in the customer receiving the funds. We have since taken the necessary steps to ensure the refund is complete.
  We apologize for any confusion or frustration caused during the process and appreciate the customers patience. If there are any remaining concerns, we are happy to assist further.

• Initial Complaint

  Date:07/02/2025

  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.

  Booked a Ring security system installation plus two cameras on June 28th. Tech was incompetent and slow. He left ****** through the job saying he had to go. Only one of the eight door sensors were installed correctly. The security system was inoperational because of the sensors being installed incorrectly. He didnt even get to the camera installation. I tried to get ahold of customer service to request that no charges go through and they were awful. They kept offering to bring the tech out again (no thanks!!!) and giving me the runaround. They charged my card $328 despite all my efforts. I ended up disputing the charges with my credit card company and they refunded me. It should not have come to that. This is not the way to do business. ****************.

  Business Response

  Date: 07/17/2025

  Thank you for sharing your concerns. Weve reviewed this case and would like to clarify that we attempted to process a refund for the service. However, during that time, the customer initiated a dispute with their credit card provider. Once a transaction is under dispute, we are unable to make any further adjustments until the dispute process is completed by the bank. Since then, the customer has received the funds back to the card on file through their credit card dispute.

  
  Regarding the service experience, we acknowledge that the technician did not complete the installation to your satisfaction, and we understand your decision to decline a follow-up visit. We are continuously working to improve both our technician training and customer support responsiveness to prevent situations like this in the future.

  
  We consider this matter resolved, but if the customer has any further concerns, they are welcome to contact our support team directly.

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23540932
  
  I am rejecting this response because the reason I had to go through my credit card company is due to your refusal to cooperate. You are an unethical business and were refusing to acknowledge my complaint. You offered a 20% refund to me as a courtesy , refusing to acknowledge that you did not provide the service you sold me. It took dozens of repeated attempts on my part for you to finally agree to a refund. Even then you only agreed to a partial refund (for the camera installation,  not the security system installation), despite none of the work being done. I dont feel heard and Im beyond disappointed that **************** had to pick up the pieces for your shotty business practices. You should have had to pay, but I was desparate for my money back and so I did what I had to to get it. I hope my experience, among hundreds of others, cause you to change your business practices. This should have been a no-brainer: refund your customer when a service has not been delivered.

  Sincerely,
  
  **** ****

  Business Response

  Date: 07/23/2025

  Thank you for sharing your concerns. Weve reviewed this case and would like to clarify that we attempted to process a refund for the service. However, during that time, the customer initiated a dispute with their credit card provider. Once a transaction is under dispute, we are unable to make any further adjustments until the dispute process is completed by the bank. Since then, the customer has received the funds back to the card on file through their credit card dispute.
  
  Regarding the service experience, we acknowledge that the technician did not complete the installation to your satisfaction, and we understand your decision to decline a follow-up visit. We are continuously working to improve both our technician training and customer support responsiveness to prevent situations like this in the future.
  
  We consider this matter resolved, but if the customer has any further concerns, they are welcome to contact our support team directly.
  

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23540932
  
  I am rejecting this response.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:06/30/2025

  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.

  I have scheduled a mounting TV service for the first window available being from 9am-1pm. I get notified the same day actually the same morning 5 minutes or so after 9am that my technician cannot make it and that my appointment was in other words cancelled. I dont understand how that is professional at all when there is more than one technician available to say that no one can come. There is a window of 4 hours and no one is available is ridiculous!! I called customer service to reschedule for same day next available window and no one had reached out to me about anyone coming so I called again and expressed that i have not received any notification here we are 2 hours into the next window still no one, more like 2 and half hours in come to find out no one is available and she claims that technicians were notified within a 100 miles radius from my apartment. I was explaining to her that I have stuff I put on hold for the service and she rudely cuts me off and tells me to pick the next available window for the next day. I work in customer service as well and everyone knows the customer is always right so why ask me something to then cut me off she was very disrespectful!! I do no recommend this company to anyone!!

  Business Response

  Date: 07/17/2025

  Thank you for sharing your concerns. We understand the frustration caused by the same-day cancellation and communication delays regarding technician availability. While this is not the experience we aim to deliver, we want to confirm that the service was ultimately completed following the rescheduling.

  
  We recognize that delays and last-minute changes are inconvenient, especially when you've adjusted your schedule to accommodate an appointment. We are actively working to improve technician availability and response times in areas where coverage may be limited, as well as ensuring a better customer service experience during these situations.

  
  We consider this matter resolved, but if the customer has any further concerns, they are welcome to reach out to our support team directly.

  
  

• Initial Complaint

  Date:06/30/2025

  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.

  I scheduled HelloTech to come out on June 5th. I received an email that they were unable to make the appointment and that I needed to reschedule. I did that and on June 5th the tech showed up anyway. The tech was extremely nice. However, he showed up for an appointment that was already rescheduled so I wasn't expecting him. Then, once he started the installation process for my doorbell and thermostat, he didn't know what he was doing. He said both my products (a doorbell and a thermostat) were basically defunct. He had to watch ******* videos to troubleshoot and/or I had to help him figure things out. He was not prepared for the job and potential complexities. He had never installed a transformer for the doorbell and I wasn't sure if it wasn't broken or not. He did not know how to check it, but just replaced it. Then, he didn't know about the c-wire for the thermostat. I had to teach him about that. Nothing was installed and he had to put the original equipment back in place and I had to hire someone else to complete the job, which at least was at a lower rate. I shouldn't have had to pay for this botched installation.

  Business Response

  Date: 07/17/2025

  Thank you for bringing this to our attention. Weve reviewed the details of the appointment and understand the concerns regarding the service experience.

  
  In resolution, a full refund of $216.32 was initiated on July 3, 2025. This amount was processed back to the card on file and should reflect in the customers account within 5-10 business days, depending on their bank.

  
  Additionally, we are actively working on improving technician training and knowledge to ensure they are fully prepared for a wider range of installations.

  
  We consider this matter resolved, but if the customer has any further questions, they are welcome to contact our support team directly.

  
  

  Customer Answer

  Date: 07/17/2025

   
  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:06/27/2025

  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.

  Uneven , uncentered wall mount for tv

  Business Response

  Date: 07/07/2025

  Thank you for bringing this matter to our attention. The customer reported concerns about the TV being mounted unevenly and off-center. In response, we attempted to resolve the issue by scheduling a follow-up visit. Unfortunately, one of the follow-up appointments was canceled, and we were unable to successfully complete the second.
  To resolve the matter, we have processed a full refund of $201.86. We consider this case closed but remain available should the customer have any additional questions or concerns.

  Customer Answer

  Date: 07/08/2025

   
  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:06/20/2025

  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.

  I had clicked on a special service from American Home Shield for a smart thermostat installation. They sent a contractor out from home tech who said I didnt have the air off, I thought I did but I didnt and blew a fuse in the air conditioner. He said they wont let me fix it and to file a damage report. I did as soon as I received an email to file. I have a daughter with epilepsy and escalated to the company the air needed to be fixed. This was on Monday, 6/16. It is now early Wednesday Morning and I still do not have air, 2 technicians from home tec and another technician from American home warranty. It is still not working and I have to now go through a company to fix the damage that was done and turn my air back on.

  Business Response

  Date: 07/17/2025

  Thank you for bringing this to our attention and for sharing the urgency of your situation. We understand how critical it is to have a working A/C system, especially when health and safety are involved.

  We want to acknowledge that the damage to your A/C wiring and blown fuse may have occurred during the thermostat installation process. A damage claim was submitted and fully investigated on our end and we have since issued reimbursement for the related repairs. Although, each case is different, we're resolving this issue internally to make sure all of our technicians are fully equipped moving forward.

  We sincerely hope your system is now fully operational and that your family is safe and comfortable. If you have any further questions or need additional assistance, please dont hesitate to contact our support team.

  
  

  
  

• Initial Complaint

  Date:05/19/2025

  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.

  This company by the name of hello tech a door company for security is horrible PERIODDDD. There a 3rd party company for ******* regarding security whether it's for security ring doorbell or security I told ******* there 3rd party company as far as security is a joke they need to find another company

  Business Response

  Date: 07/01/2025

  We're sorry to hear that your recent experience didnt meet your expectations. We take customer concerns seriously and strive to provide the highest level of service at all times. We welcome the opportunity to learn more about your experience so we can better understand where improvements may be needed. Our customer service team is available daily from 7 AM to 9 PM and would be happy to speak with you directly at **************. If you have not yet completed our customer satisfaction survey, we encourage you to do so. Your feedback plays an important role in helping us identify areas for continued improvement. Thank you for bringing this matter to our attention.