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:01/03/2024

  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 **********************************.
  
  

• Initial Complaint

  Date:11/29/2023

  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.

  I contracted through **************************************** a service called HelloTech for a security camera installation for a promotional offer/fee of $109. No number of cameras were specified in the promotional offer. I was asked by email if it was one camera or a system. I replied it is a system. I was not asked the # of cameras. I was also asked to submit a photo of the system.When the first technician arrived he said he did not have the correct size ladder and it was raining heavily so no service was provided. Additionally, after reviewing the system in person and my home, he suggested that 4 cameras were insufficient coverage and that I needed 6 cameras and should buy 2 more for the set.At no point did he say I purchased the wrong set for a security system or that there is a per camera fee after 3 cameras. The first technician and the HelloTech back-office did not understand that the router only covers four cameras. I purchased the 2 additional cameras as suggested and scheduled a reinstall. The second technician said I had no choice but to agree to the increased surprise fee and negotiate it later.Also, the second technician informed me after the install that the router could not be used because it only served 4 of the cameras. I found out after the second technician left that I could not change my password to my security system without disabling it - unless I get on a 12 foot ladder and reconfigure each camera separately. At this point, I have to pay to have the cameras removed and reinstalled with a security system that will support 6 cameras. While I was initially willing to pay the reduced fee of $109 x2 for $218, I now have to remove and reinstall a completely new system and hope that I can return the system that doesnt work with 6 cameras. I now expect a full refund and the cost of an installed failed home security system I cant return.

  Business Response

  Date: 12/12/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that support issued a refund for part of the service for you as it was not complete, but we could not issue a refund for the second charge as you started a dispute. Once this happens, we can only issue a refund once a decision is made. Should it be decided in our favor, we will issue a refund. 
  
  Should you have any questions, please feel free to contact us at **********************************.
  
  

• Initial Complaint

  Date:11/17/2023

  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.

  signed up online to hello tech on October 3rd 2023 for mounting my brand new 65 inch tv on wall. Signed up for a membership to receive discounted service fee on mounting the tv. Not knowing it would continue for a year of charges at ***** a month. I was charged ***** plus ***** that very day. The technician was scheduled for the same day but never showed up. I was sent a text to make another appt in which I did. The next day a tech showed up alone. I had my own new mount and he proceeded to position and drill the wall. He then stated that I had metal studs and that it would cost more I had no choice but to agree. Another 69$ was charged for that after the fact. What happened was the tech needed my help to mount my tv. While I was helping him mount the tv he grabbed the top left side of the tv and pushed squeezed and shoved it on cracking the screen. He then said don't worry you are a member I have insurance and you will be taken care of. He also admitted that he manhandled the s*** out of it. His words. I immediately called to make sure that a claim was filed with damage **** same day. A month and a half later and another ***** charge, many many emails having given them all the information required in more than one email. They have not reimbursed the amount of the damaged tv. They were returning a lump sum of $881.99 out of the cost of $900.99. They returned with they couldn't verify my account on November 8th in which the **** said the reimbursement would be out. which I did not believe. I feel they are stringing this along and dragging it out. I want my money back and my service canceled and refund all charges and my personal and account information removed from their systems!! This has been a nightmare. I do not recommend this service! I received nothing for all I paid. Will have to pursue legal action if not resolved immediately.

  Business Response

  Date: 11/22/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that your order was refunded, membership fees were refunded, the membership was canceled, and a resolution has been reached for the *** Since your account could not be found, we suggested choosing a different reimbursement method, which you did, and we were told of an updated timeline.
  
  Additionally, the amount covered for the ** is what the ** is currently going for.
  
  Should you have any questions, please do not hesitate to contact us at ***********************************

• Initial Complaint

  Date:11/14/2023

  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.

  We pay ***** a month for a membership to Hello tech. We had work attempted in 3/23 that was not successful completed to our satisfaction (the employee was terminated according to conversation). They tried to get new service and 2 times it was scheduled they cancelled and said no available tech. I tried to reschedule for 11/11 at 12 pm then at **** they cancelled. I chatted and told no tech available. They asked for another time I said 11:13 600 pm. They sent appointment for 200 11/13. We arent available. Everything gets put off multiple times then cancelled. We pay monthly anc are getting nothing for it. I asked to canc and they said we are under contract. That works. Ofh ways in my opinion. They havent fulfilled their end of this contract. We paid lots of money and its still not done. This seems like a scam to me

  Business Response

  Date: 11/22/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that you have a monthly membership with us. However, the membership costs $15.94, not $30 monthly. 

  Additionally, you received $479 in membership discounts and have only paid $175.34 in membership fees. Typically, if a customer cancels their membership early, we charge the difference between membership discounts and fees. Since we could not get a technician out to you for your service request, we have canceled the membership.
  
  Should you have any further questions, please do not hesitate to contact us at **********************************.
  

  
  

• Initial Complaint

  Date:11/14/2023

  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.

  ******* Order# *************** HelloTech Order # ******* 11/04/2023, *********** 75 TV was cracked during mounting, There is a crack on upper left corner of TV with 5-inch-wide vertical lines on left side through the whole screen. TV is not functioning.11/04/2023 , I emailed and completed claim process online requesting HelloTech to replace the damaged TV and remount.I have contacted HelloTech many times by email, online chat and claim request since 11/06/2023.6 days have passed, no response from HelloTech.Resolution request: have the damaged 75 TV be replaced and mounted before 11/20/2023

  Business Response

  Date: 11/22/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that you opened a claim on November 5th, 2023, and the claims department reached out to you on November 6th, 2023. They then reached out again on November 14th, 2023, to follow up as they had yet to receive a response. 
  
  Additionally, we have confirmed that they have resolved your claim by taking care of the damaged TV.
  
  Should you have any further questions, please do not hesitate to contact us at **********************************.
  
  

  Customer Answer

  Date: 11/22/2023

   
  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.
  
  ***********************************************

• Initial Complaint

  Date:11/07/2023

  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.

  Hi, my name is ******************* I am in an electric wheelchair, and on a ventilator and a feeding tube. I hired Hello Tech to mount my 85-inch ******** They asked me online if someone could help them mount the *** and I selected no. I selected to send another guy. They came only with one person, so my home health aide had to help him mount the ** on the wall. The ** was too heavy for her to lift with the other guy. When she lifted the ** her hands slipped and she saved the ** by it hitting and cutting her leg. A week later my nurse went to pull out the ** (which you can do with this ** mount, up 22 inches away from the wall) to plug in a USB flash drive. when she went to push it in towards the wall, the whole top of the ** fell forward, and my home health aide had to run and hold the ** up. I called Hello Tech and told them that the ** was falling off the wall. They said someone could come out in one or two days, but my home health aide was holding up the *** and they said that's all they could do. I looked on ****** and found another ** mounting company, they said they could come out in an hour and I asked how much and they said $400.00 and I said ok. They come out with two guys, one guy holds the ** and the other guy climbs on the table and goes behind the *** he says this is very dangerous and he is afraid for his safety. He looked behind the ** and said the hello-tech guys missed the stud, so they fixed the ** mount. Hello Tech charged $179.00 and the other company charged me $400.00. I called Hello Tech and they would only give me a $179.00 refund. I told them to give me the $400.00 refund. They said to send them the receipt from the other company and they will let me know. I emailed them the other company receipt. Around a week later they emailed me back and said they only can give me back $179.00. I told them I wanted a $579.00 refund. I called them two more times and they kept saying they would only give me $179.00. Please help me.

  Business Response

  Date: 11/22/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that your order included a ** mount installation and an in-wall cord concealment totaling $349.73. This would consist of the $179 for the ** mount installation and the $149 for the in-wall cord concealment. 
  
  After completing the ** mounting and in-wall cord concealment, you said that the ** mounting was done incorrectly because it was not installed in the studs. Customer support received a request for a follow-up and then reached out via email requesting your availability, to which they never received a response.
  
  Since we could not complete the installation and you had a safety concern, we issued a full refund. However, we would not be able to refund the requested $579 as this amount does not equate to what you paid for our services. 
  
  Should you have any further questions, please do not hesitate to reach out to us at support at HelloTech.com.