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:03/08/2024

  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 called on Wednesday Feb 28, 2024 to schedule the appointment. The first lady I talked to said that I should have an appointment the next day. However, it didn't get confirmed for March 1 at 9 am, so then it was 9:30 on March 1st and not a word from anyone so I called. They said they could reach the technician. Then said they would get back to me. They sent me an email and text around 10am ( and hour after my appt) that the technician wasn't available and to select different dates. I called them and let them know they need to come today. They said, "okay and would get back to me in an hour". I waited until 2pm and called them. They said "they still had nothing yet and to be patient". I waited again till around 5 pm and still nothing, so I called again. They asked if they could push me out till tomorrow. This was highly inconvenient and has been unprofessional. I asked what they where going to take off for the service since I also took off work. $20 bucks is all they would do and broke down what that covered. That definitely would not be sufficient to anyone. Then after that I get an email I need to select a different time and all they could do for me is Monday the 4th at 1pm. I called back and they still were saying all they could do was Monday and take off $20 dollars. The slogan on the website for this company says same day call same day installation, that statement alone is false advertisement. This is no way shape or form how ANY company should be ran. Plus one of the customer service representatives was very rude as if this was my fault for their incompetence. My entire experience has been by far the worst experience I've had dealing with any service provider in all my years of living!!!

  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 the service was not completed. Unfortunately, due to tech availability, some areas are more challenging than others to provide service for. While we would have loved to assist you with your tech needs, we understand that you may have changed your mind about utilizing our services if you were able to get someone out to you at your desired time. 

  Regarding the refund, you were never charged since the service still needs to be completed. What you may have noticed on your account was the preauthorization hold. This hold ensures that technicians can be paid once the order is complete. Under circumstances where the service is incomplete, the system will automatically lift the hold. 

  Please check your account for your records.

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

• Initial Complaint

  Date:03/01/2024

  Type:Billing 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 a HelloTech technician to remount 3 TVs, 2 soundbars, and 1 small floating shelf for 02.28.2024. Total charges due upon completion was $444.40. The technician stated he could not do the job due to metal studs and other issues with the walls. I said fine, I will reach out to ****.com. The technician cancelled the order. I received confirmation there would not be a charge. Now there is debit of $444.40 pending on my bank account. I also discovered I was charged an additional $25 for rescheduling. I did not send a request to reschedule. I was at home and available.I had 2 missed calls from the technician. At the time I did not recognize the number. Usually HelloTech technicians send text messages directly from their phones. I received an auto-generated messaged from HelloTech stating my appointment was rescheduled for 12:00 PM CT. I assumed the technician was running behind. At 12:00 PM CT, I called the unknown number thinking it might be the technician. I did not get an answer but he called back in 5 minutes and stated he had just arrived.On 02.29.2024, I was checking my bank account for a non-related reason and I discovered I had charges debited and pending. So I contacted an agent via chat. I asked the agent to reverse the charges. I explained the job was unserviceable and I did not request the reschedule. The agent stated it could take 5 - 10 days for the pending charges to be removed from my account. The request to reverse the rescheduling fee of $25 would be escalated and a decision would be made in 24 - 48 hours.I am requesting the $25 charge for rescheduling be reversed and the payment for $444.40 be cancelled immediately. My bank does not take 5 - 10 days to update my account. The charges never should have posted on my bank account because ********************** did not complete the job and I did not reschedule.HelloTech is locking up $469.40 of my funds for services not provided. This is beyond inconvenient during an inflationary economy.

  Business Response

  Date: 03/12/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that the service was not completed, and you were charged a $25 reschedule. However, the fee has since been refunded to the card on file. Regarding the charge for $444.40, this is just the preauthorization hold. The hold automatically gets lifted when an order is marked as incomplete. 

  Please check your account for your records, as the reversal should have occurred.

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

  Customer Answer

  Date: 03/14/2024

   
  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:02/28/2024

  Type:Sales and Advertising 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 signed up for a monthly subscription for HelloTech. I've been getting charged monthly. I went to cancel the subscription only to find out that according to them, I am unable to cancel and will have to keep making payments until November despite me no longer using their services. This was not at all transparent when signing up. Had I known I was going to be locked in for a full year, I would not have used them.

  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 you signed up for the monthly membership. Since you have paid back any membership discounts you received in membership fees, we have canceled your membership. 

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

  Customer Answer

  Date: 03/15/2024

   
  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: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 setup and we had a conflict with trying to get it scheduled. I requested a refund weeks ago and was told it would be escalated but its still allegedly sitting there for review. It shouldn't take this long to reverse a charge on something that wasn't performed. They have not been transparent at all with the status of my request, just saying it takes 4-6 weeks to even review it. They say it'll be mailed out via check or refunded to my account. Nobody seems to know how I will get it back, if I even will at all. To me it seems like they want to keep my money and not refund me. It's quite frustrating.

  Business Response

  Date: 03/12/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that your order was purchased through one of our partner providers. Since the purchase was not made on our platform, we cannot issue a refund back to a card and have to mail a check.
  
  We hope this helps clear up any confusion that you may have had.
  
  If you have any more questions or concerns, please don't hesitate to contact us at ***********************************

• 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.

  I want to cancel my membership that was automatically renewed without my consent after not using the service for a year. They will not allow me to cancel and continue to charge my card for services that I do not use.

  Business Response

  Date: 03/12/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that the membership has already been canceled, and the fees you paid for the renewal have been returned to you. 

  If you have any more questions or concerns, please do not hesitate to contact us at **********************************. 

• 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,
  
  *****************************