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:02/26/2024

  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 had a TV installed on 8/21 (payment cleared my account 8/22). I registered for this service online, selected the service, and was given a price of $179. Like many other complaints here, HelloTech somewhere between the work order request and now ended up enrolling me in a membership program WITHOUT MY CONSENT. We noticed this recently, and I called to cancel the membership. They were able to cancel the membership and refund the last payment, but told me they could not refund the rest of the membership, even though it was enrolled without my consent/awareness and was never used.I was also told by support that I had enrolled in the membership plan accidentally when I submitted ******************. Attached are screenshots of both the work order menu and checkout. None of which mention a $5/month membership. There is a "members price" section for $69, however, I was charged the full $179, and that membership is the $20/month one, so I COULDNT have selected that on accidentally because it wasn't there.Furthermore, when checking the transactions on their website, the section that contained the membership for my account would not load or show anything existed until AFTER support cancelled the membership. I wasn't going to push the issue further with support because I was clearly being lied to and deceived.Lastly, my bank statement shows the 179 dollars FOR A WORK ORDER as a "Recurring Payment," which is completely unacceptable. This is fraudulent business practice, and I request that the rest of the membership be refunded in addition to what was already refunded. I was charged 6 times.

  Business Response

  Date: 03/12/2024

  First, we would like to apologize for your experience with HelloTech. After reviewing your account, we see that the order was self-booked. Since you have not used any membership discounts, we have refunded all of the associated charges. 
  
  Should you have any questions or concerns, please do not hesitate to contact us at ***********************************

  Customer Answer

  Date: 03/17/2024

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

• Initial Complaint

  Date:02/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello Tech had no techs in my area in November of 2021 and cancelled my appointment. When I spoke with them, I said to cancel everything including my membership and they have been billing me ever since.

  Business Response

  Date: 03/12/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we have confirmed that your appointment was canceled, and you did not use any of the membership benefits; we have refunded all of the membership fees.
  
  Should you have any questions, please do not hesitate to reach out to us at ***********************************

• Initial Complaint

  Date:02/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I subscribed to their service, I was advised that the annual subscription covered in home service. Today, I was told that I would have to pay an additional $69.00 of a service request. When I contacted their ******** ********** line, citing their "Peace of Mind" guarantee, which promised to do "...whatever it takes to make it right..." I was told that the only available resolution was to cancel their automatic renewal. I feel that I was deceived at the outset.

  Business Response

  Date: 02/05/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account and listening to the call with customer support, you repeated to the agent that in-home support was free, but having someone come out would cost $69. You may have forgotten this information as you booked the service the following day. 
  
  Since you have paid back the amount of membership discount in member fees, we have canceled your membership so that you will no longer be billed.
  
  Should you have any questions, please feel free to contact us at ***********************************

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21225189
  
  I am rejecting this response because it does not address the fact that I was told that the subscription would include house calls. Since I was deceived at the outset, in addition to the plan cancellation, I seek a refund of the amount paid. :
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/20/2024

  I think that you may have forgotten the conversation, as it was discussed having someone come out would be an additional charge. It was at the two-minute and seven-second **** that you repeated this back to customer support. We have refunded the difference between what you paid and what you saved in membership discounts.

  Should you have any further questions, please do not hesitate to contact us at **********************************.

  Customer Answer

  Date: 02/28/2024

   
  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, although I didn't appreciate their sarcasm..
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called HelloTech because my computer had a virus and was extremely slow. I noticed in December or January that I was charged for a monthly subscription which I never agreed to. When I reached out by email I was told to follow instructions sent by them to cancel the subscription upon doing so I received a message that I dont have an account. Today I was told that I waited to long to cancel the service.

  Business Response

  Date: 02/02/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that the order was self-booked and the membership was self-initiated. Since the amount you saved in membership discounts has been paid in membership fees, we have canceled your membership, and you will not receive any more charges. 
  
  Should you have any questions, please feel free to contact us at **********************************.
  
  
  

• Initial Complaint

  Date:01/30/2024

  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.

  On October 6th 2023, I paid Hello Tech $477 to install/hang a 75" TV on the wall of my new home. That was accomplished very well. However, I recently reviewed my credit card statement and it showed a charge of $19.99 from Hello Tech. I called their **************** and asked them what the charge was for and they said it was a monthly charge for a Service contract. I said I didn't want or need a Service contract. They said it was a one-year contract and I couldn't cancel it. They offered to give me a credit for 2 months but I don't want or need a service contract for a TV they installed in October of last year. I noticed other complaints on the same issue so the website must be a little tricky to get the consumer to click on a service contract when it's not wanted. I reviewed their website and it's not apparent you're signing up for a service contract. They should modify their webpage to make it more apparent to the consumer that they're signing up for a Service contract. I would like my service contract cancelled and I would like a refund on 3 months of payments of $19.99. Thank you for your assistance.

  Business Response

  Date: 02/02/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that the order was self-booked and the membership was self-initiated. Since you have not taken advantage of any membership discounts, we have canceled the membership and refunded the associated fees. 
  
  Should you have any questions, please contact us at **********************************.
  
  

  Customer Answer

  Date: 02/06/2024

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

• Initial Complaint

  Date:01/22/2024

  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 HelloTech install a Eufy lock. During installation, the tech removed the doorknobs making it impossible to open and close the door without pulling on the mechanism. The company refused to send a tech to reinstall the doorknobs that it removed because it said that it's only job was to install the Eufy lock. It sked me to send photos of the lock and doorknobs. I did. It, then, informed me that there were no doorknobs in the photos. There were. It then informed me that it could not install the doorknobs because I didn't have a deadbolt. I do and informed it so. Then, it told me that it couldn't perform the work because the it had to remove the doorknobs as part of the Eufy installation. I informed it that the doorknobs could be installed without a deadbolt. It said that it would perform the work if I paid for it. I asked the amount. It replied that it could not install the doorknobs because it did not install doorknobs and that I should contact a locksmith to do it and pay for it. Each communication by HelloTech takes several days. My door has been without doorknobs for weeks.

  Business Response

  Date: 01/27/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that a claims member has already started assisting you in helping you resolve this issue. 
  
  Thanks to the photos provided, we understand your position on the matter at hand. However, given the type of lock, customer support was correct in stating adding a doorknob would be an additional cost. Unfortunately, this is currently not a service we offer, so it was suggested that you find a locksmith. Your feedback is greatly appreciated and will help us move forward in understanding the customers needs beyond just the service they requested. 
  
  Since using the door normally has been a challenge, we have issued a refund for the service. 
  
  Should you have any questions, please feel free to contact us at **********************************.
  
  

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had scheduled an appt with hello tech for a tv wall mount on Oct 28, 2023. The hello tech guy came out on Oct 31 2023. The gentleman stated he would be back and next thing I got was a cancellation from hello tech. I have called them many many times over 15 times and keep getting told my refund is being escalated. One representative stated I would get my $79.00 in ***** hours. Other representatives stated 4-6 weeks and its been escalated. Every time I call they state my refund is still in progress.

  Business Response

  Date: 01/27/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we have confirmed that due to th appointment being canceled you were not charged the service. 
  
  Should you have any further questions, please do not hesitate to contact us at **********************************.
  
  

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21157367
  
  I am rejecting this response because:  I paid for it at ******* and was charged ***** .
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/21/2024

  First, we would like to apologize for you experience with HelloTech thus far. After reviewing your account, we see that the refund for the service was issued. Should you have any questions, please do not hesitate to reach out to us at **********************************. 

  Customer Answer

  Date: 02/23/2024

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

• Initial Complaint

  Date:01/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are saying we made a VERBAL contract - I did NOT authorize this monthly charge to be a member - This is fraud business practice - I suggest anyone calling them record the call - they are not honorable

  Business Response

  Date: 02/02/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that the membership was canceled, but the refund for the membership fees could not be refunded as you started a dispute. Once it has been decided, we can issue a refund. 

  Should you have any questions, please do not hesitate to contact us at **********************************. 

• Initial Complaint

  Date:01/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for the one time installation that did NOT include membership as I only needed a tv mounted. They continued billing my card monthly AFTER installation for a membership that I did not sign up to receive. After multiple emails back and forth I've yet to be reimbursed for the funds they illegally pulled from my banking account.

  Business Response

  Date: 01/20/2024

  First, we would like to apologize for your experience with HelloTech. After reviewing your account, we see that the order was self-booked.
  
  Since you did not want and have not used any membership discounts, the membership was canceled, and membership fees were refunded. 
  
  If you have any more questions, please feel free to contact us at **********************************.
  
  

• Initial Complaint

  Date:01/17/2024

  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.

  Their advertising said within the first 30 days cancellation was with a full refund, no questions asked. We have screenshots of their website.Instead I was billed $37.22 TWICE on 1/3/24. There is also a charge of $73.83 for what we do not know.We want the $73.83 and both charges of $37.22 to be credited back and I will be satisfied.

  Business Response

  Date: 01/20/2024

  First, we would like to apologize for your experience with HelloTech thus far. While we advertise a customer can get a refund, this does not apply to successfully completed services. Please understand that running a business this way would mean that anybody can use our services for free. 
  
  After looking over your account, we did see that your order was successfully completed. We also noticed that your TV was installed over a fireplace, which should have been an additional charge you were given for free since it was not discussed before it was completed.
  
  Regarding the $37.22, you were charged twice, totaling $74.44. You were charged this as it is the difference between the $80 you saved in membership discounts and what you paid in membership fees. 
  
  We hope that this helps add understanding to our policy moving forward. Should you have any questions, please do not hesitate to reach out to us at ***********************************