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: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 to cancel my appointment for a service call a on ********. My appointment was scheduled 9am to 11am central standard time. I canceled my appointment at 6am due to a family emergency that happened at 551am central standard time and hellotech charged for ***** because they are on eastern standard time, which I was not aware...I have attached a photo of the time as it took there system 4 mins to send the cancelation receipt..they deducted $50 from $242.58

  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 the order was canceled at 6:04 am. However, being charged the $50 was not because you are in Central Standard Time and we are in Pacific Standard Time. Per our cancellation policy, you were charged the $50 because the order was canceled within 24 hours of the appointment. 
  
  This fee helps technicians who have already blocked time out of their schedule to be at your appointment get paid, as they could have accepted a different job. Either way, we have refunded the $50.
  
  Should you have any questions, please feel free to contact us at **********************************

  Customer Answer

  Date: 01/30/2024

   
  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:01/12/2024

  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.

  0n 12/4/23, I had service from their company. The technician was not able to address my computer problem as he was not up to date on the program that I needed help with. He requested this be a no charge visit. I had to give them my credit card number to make the appointment. A month later, I was charged $5.29 as a recurring charge. I feel they are doing a less than honest business, by initiating recurring charge, when it was not requested by me.

  Business Response

  Date: 01/19/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that the membership was on your account and has since been canceled, and the fee was refunded. 
  
  Should you have any questions, please contact us at **********************************.
  
  

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21099662
  
  I am rejecting this response because:  as per my previous request, I would also like you verify that you have removed my credit card number from your records.  
  
  Sincerely,
  
  **********************************

  Business Response

  Date: 02/02/2024

  Thank you for your response. We have confirmed that your credit card information was removed. 
  
  Should you have any questions, please do not hesitate to contact us at ***********************************

  Customer Answer

  Date: 02/09/2024

   
  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:01/12/2024

  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.

  Hellotech refuses to cancel or refund fraudulent membership fees to my mother-in-law who is elderly and has dementia. Hellotech preys on people with diabilities.

  Business Response

  Date: 01/19/2024

  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. Additionally, we see that the membership was canceled, and the fees were refunded except for one membership fee that covered the amount of member discounts received on the order. 
  
  Should you have any questions, please feel free to contact us at ***********************************

• Initial Complaint

  Date:01/05/2024

  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.

  Made an appointment with Hellotech for a computer installation. Hellotech confirmed the appointment time and date, and took the money for the installation. The tech didn't show up on the appointment date, so I called the customer service number and was told the tech couldn't be found. Then I was told that Hellotech couldn't do the installation. So why did they take the appointment and money??? And I lost a day of work. Now we are waiting for a refund. Seems like a scam company.

  Business Response

  Date: 01/10/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we have confirmed that the order was canceled on January 2nd, **** and that you were not charged. What you may have noticed was the preauthorization hold placed on your account. If it has not already been lifted, it should be lifted soon, as it can take 5 - 10 business days for the funds to settle. 
  
  Should you have any questions, please feel free to contact us at ***********************************

• Initial Complaint

  Date:01/03/2024

  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.

  My experience with Hello Tech has been horrible, and it needs to be addressed. First, I have been rescheduled 3 different times. First, my technician arrived over 30 minutes before the time scheduled. This was unprofessional, but luckily I was home. The technician called me to let me know he was here (what a relief after 3x rescheduling on Hello Tech's end), I answered his phone call right away. When I answer the technician's call, he states he is here on the first level, and I tell him great I will go downstairs to buzz him in. Not even 5 minutes later, I head downstairs to buzz him in, and he is nowhere to be seen. I called him 10 plus times and no answer. I am very confused, so I checked my phone, and it shows that I "no showed" so the appointment was canceled. The problem is, this is a lie. I was home, I answered right away, and the technician just left. This company has rescheduled my appointment on their end multiple times. I have moved around my personal schedule to accommodate the times they could come, and they repeatedly are unable to finish the job (of mounting my TV) which I have already payed for in advance. I would like this company to find a resolution with me as I still need my TV mounted. I would simply go through another company after writing this complaint. However, I have already payed them.

  Business Response

  Date: 01/15/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that someone from support reached out to you to get more information to resolve your issue on January 10th, ****. However, they needed more information and have yet to hear back.
  
  Please respond to the email for assistance at your earliest convenience.

• Initial Complaint

  Date:01/03/2024

  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.

  I needed a ** mounted in my residence, found Hello Tech on-line which provided this service, I began filling out the required forms, and the site asks if I want to become a member. I did not, but the site will not allow you to continue without clicking yes, there was no mention of any fees associated with the membership. The Tech mounted the ** and a speaker bar, and hid the cords, I paid $376.00 for the service. Now I'm being charged an additional $21.64 every month for membership fees. I did not agree to pay for an annual membership. I called to cancel and was advised I'm locked in for a year and can not cancel. This company uses deceptive tactics to get customers to unknowingly sign up for expensive memberships that they don't want or need and then refuses to cancel or reimburse. I've paid 2 months of membership fees already, plus the $376.00 for the actual service, now I'm stuck paying an additional $259.68 for membership, a ** and speaker mount will cost a total of ******, it's a scam.

  Business Response

  Date: 01/11/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that someone from the support team reached out to you regarding the issue. A resolution was reached, canceling the membership and charging the remaining $45.08 of the $100 saved in membership discounts.

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

• Initial Complaint

  Date:01/03/2024

  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.

  We provided HelloTech original receipt and PayPal information they requested on our damaged 70 tv. We sent all to a claims representative *******. After almost 2 weeks now they no longer respond and we have not received the refund. We have sent multiple emails and multiple direct calls to customer service. Yesterday we were told that our calls were escalated to claims asking for a response. They explained that ******* is not responding to any requests from their own Department and a manager is also not responding. She then stated there was nothing more they could do for us. We sent a final email today and still again (now ten emails) and no replies. We would like a resolve to the damage to our television. We again called today and were told same thing that claim representatives are not responding and they cant assist us with obtaining any more information? We dont want to keep dealing with this business but we believe HelloTech needs to honor the promise to refund for our tv the day we provided all original receipts and PayPal they requested us to do. Their lack of communication now once it was time for them to honor the refund they are now not responding.

  Business Response

  Date: 01/10/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that the claims department has resolved the issue.
  
  If you have any more questions or need help, please feel free to contact us at ***********************************

  Customer Answer

  Date: 01/10/2024

   
  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:01/02/2024

  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.

  Dear Hello Tech Team,I am writing to seek your assistance regarding an issue with my Hello Tech membership. On July 2nd, I subscribed to your services primarily to get help with installing a doorbell camera. Unfortunately, the technician who visited was unable to service the camera, marking it as 'unserviceable'.Given that the installation of the doorbell camera was my sole purpose for joining Hello Tech, I attempted to cancel my subscription a few days later, on August 2nd. My workplace already provides me with similar services like antivirus and password management, so I have not utilized these features from Hello Tech.However, I encountered difficulties in canceling my membership and have since been receiving what appears to be generic responses advising me that I cannot cancel but can only turn off auto-renewal. I have been paying $14.99 monthly for the past six months without deriving any benefit from the services. I am respectfully requesting your assistance in resolving this matter. Could you please provide a personalized response to my situation, rather than a standard template? I am hoping for a solution that doesn't require waiting for a full year for the service to finally end.Thank you for your attention to this matter. I look forward to a prompt and favorable resolution.

  Business Response

  Date: 01/10/2024

  First, we would like to apologize for your experience with HelloTech thus far. After looking over your account, we have confirmed that ************** didn't complete the service and have canceled your membership. 
  
  Should you have any questions, please do not hesitate to contact us at **********************************.
  
  

  Customer Answer

  Date: 01/19/2024

   
  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:12/07/2023

  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 found this tech service on line and set up an appointment for tech support on a new TV. They kept changing the time of the appointment so I cancelled the appointment. Then I got charged a monthly fee of $19.99 for September, October 2023. I contacted them and told them I had not ever signed up for a contract. They had me follow some steps that ended in removing permission for automatic payment. Then today they charged me with November payment. I want nothing to do with this company and want all payments stopped and a refund for the three months I was charged!!

  Business Response

  Date: 12/13/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that the order and membership was cancelled. Regarding the membership fees, two of them were disputed and the remaining membership fee refunded.
  
  Should you have any questions, please do not hesitate to contact us at **********************************.
  
  

  Customer Answer

  Date: 12/27/2023

   
  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:12/04/2023

  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.

  Not happy at all.not knowledgeable. Wasting my time .my money .no one show up. ******** call me .look like his conversation he dont want to do it .he say he is behind and also he say he will come 7:30 . Also he say its took long time to do it .than he call agin and say he can do it right now.but if I want he can do it one camera $85 on the the side .but he is not going to do it with hello tec .also he say he can come tommrrow. He don't want today.he cancel my order.than I the help desk . He say he cannot do it any thing . Our tec not do this type of job .I told him send another tec .but he say no .we cannot do it .I told him he don't want it thus why. he say he cannot send another tec . I told him please make another review .that is very simple camera .I ask for manager .waiting long time no show up..bad service. He did not transfer me too the manager. He is indian to not help me . He dont know what he is doing .sorry to say that.trure is true .Not recommend to any one .very bad experience ??

  Business Response

  Date: 12/13/2023

  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. We also see that upon calling customer support to try to schedule a new appointment, our representative explained that this system was out of scope for us. While we would love to take on every job, unfortunately, we do turn down jobs when it is in the customer's best interest or the technician's safety. 
  
  In this case, it was the customer, as we want to ensure that you have quality service completed right the first time. 
  
  Should you have any questions, please feel free to contact us at **********************************.