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:01/22/2024

  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 ***********************************

• 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.