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:09/22/2023

  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.

  We originally used their service back in 2021, and I am enclosing emails showing how we were able to successfully get the service cancelled and refunds were issued to us as well.2 Years later we needed their services again, so we did the exact same thing we did in 2021. We signed up, used the service, and then reached out to cancel. THIS time we're being told that we are being forced to have to retain an annual membership when we never agreed to that. We cancelled within 30 days of signing back up, and made sure that it was all cancelled out, yet we are still being billed a monthly fee. We have tried reaching out by phone, but the representatives on the line have been less than helpful, and are trying to force us to pay an early termination fee which we will not be doing.We just want the business to cancel our services immediately, and reimburse us for the 2 months that we should not have been charged (August/September 2023). After this go round, we are definitely going to be looking at other companies to go with for our tech services (and as a tech person for over 25 years, I have a good grasp on how tech companies should take care of their customers).I appreciate a quick and prompt response and resolution to this matter and thank you for your time.***********************

  Business Response

  Date: 09/30/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that your order was self-booked, and the membership was self-initiated. However, we also noticed on June 29th, 2023, at 12:54 p.m., before booking the order, you chatted with customer support, where you said, It says ********************** Home ******** Membership (billed monthly) $14.99, not $19.99.  Being that you saved $120 in membership discounts, we wouldnt be able to just cancel your membership. 
  
  At this point, you have paid $59.96 in membership fees. The early termination fee you are referencing is actually not an early termination fee but the remaining balance owed for the difference between what you have paid in membership fees, and what you received in membership discounts. 
  
  If you would like to pay the remaining $60.04 balance upfront and cancel your membership, we can do so at your request. 
  
  Please reach contact us at ********************************** for further assistance.
  

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20644171
  
  I am rejecting this response because:

  I will not accept this issue as resolved/closed, until I receive confirmation from the business that our account HAS been cancelled, and outside of the $69 they are saying we need to pay (which we are OK with just to get this behind us), that we will no longer be billed going forward.

  After I receive this confirmation, I will accept the response and close out this complaint ticket.  I am awaiting this confirmation now.

  Sincerely,
  
  ***********************

  Business Response

  Date: 10/07/2023

  We would like to thank you for your cooperation and understanding. We have charged the remaining fees owed from membership discounts and canceled your account. 

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

  Customer Answer

  Date: 10/09/2023

   
  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:09/22/2023

  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 hired HelloTech for a one time fix of my computer. Everything was fine, until they charged me a monthly service fee, which I did NOT authorize. I called, they blamed me, but said they would cancel as well as return what they just took from my card. They said I made the mistake NOPE! I do not trust them at all. I suggest if you can ********* elsewhere, youd be better off.

  Business Response

  Date: 09/30/2023

  First, we would like to apologize for your experience with HelloTech. After reviewing your account, we see that you had the membership, which was canceled, and the funds were refunded. We have taken your feedback and notified our development team, who has investigated the issue and is making the necessary changes to prevent it from occurring in the future. 
  
  Should you have any questions, please do not hesitate to contact us at **********************************.
  
  

• Initial Complaint

  Date:09/19/2023

  Type:Sales and Advertising 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 customer service tells you want you want to hear they are very pushing on there phoney members plan if you listen to it a rip off had 2 appointment with them they canceled both of them about a hour before the scheduled time they charge a fee for canceling one service person had chickens or rosters in the background she said that she was not a employee of hellotech I truly believe that they are ripping people off with the program they try to sell and of course I don't believe they even have repair people in this area try to call for a supervisor none to be found this is a business that should be watched very closely they will lie to you with no problem I hope someone will reach to me thanks

  Business Response

  Date: 09/30/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that you had a couple of canceled appointments. Unfortunately, sometimes things occur that are out of our control. However, you were charged for any cancellation fees. 
  
  While we would love to be able to still assist you with your tech needs, we do understand that this was not the best experience. We have taken your feedback and will continue improving, as customer satisfaction is our priority.
  
  Should you have any questions, please do not hesitate to contact us at **********************************.
  
  

• Initial Complaint

  Date:09/18/2023

  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.

  HelloTech ran new cables in my home on June 24, 2023. I had to provide my credit card information before they would do the work. When the work was complete I needed them to come back and move a junction they moved without my permission because it was in the way. They had to approve my request before they would return to fix it and even then they scheduled appointments but didnt confirm them so they never showed up. It did finally get fixed a month later but then they wont send me an invoice or receipt no matter how man times I have contacted them in the last 3 months. They just keep saying we already emailed that to you but I havent received it and they refuse to send it by any other method. And yes, I check my spam/ junk inboxes. I even sent them an alternate email and the invoice they sent was blank. They keep escalating my request and say someone will respond in ***** hours but that never happens. Seems like a shady company when you cant talk to a supervisor and you cant speak to the escalation department except through email. I have a right to an invoice and receipt. Why are they being so difficult?

  Business Response

  Date: 09/25/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see you had an appointment requiring a follow-up. We have reached out to you via email to get more information about which invoice you were looking to get. 
  
  Please respond to the email at your earliest convenience. 
  
  Should you have any questions, please do not hesitate to reach out to us at **********************************. 
  
  

• Initial Complaint

  Date:09/18/2023

  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.

  In the last week of August a technician was assigned to my home ************************************ ******, ** ***** to correct HP printer problems. The technician (?*****) told me that he did not sign in and therefor no service chaarge was billed. The old printer was removed and replaced by the technician with a newly purhased one from Best Buy. The technician worked for several hours without success with the promise to return in the am. During this time I was present but occupied with other projects.. He left, presumably taking the old printer for disposal in the packaging box of the newly purchased printer. The next day I attempted to print a document but encountered a problem with the document feeder similar to the one on the old printer. Inspection of the printer revealed that it was indeed the old printer not the new one supposedly installed by the technician. I contacted HelloTech support and spoke to a representative for at least 1/2 hr. She informed me that the problem required consultation with security and I would receive a call back in several hours. The call did not come. The next day I received an e-mail text stating that "I'm sorry if we're unable to reach you, but if you have any questions or concerns please feel free to call HelloTech at ............" My attempts to call were unsucessful. I have printed copies of the above e-mails if you would like to see the original communications. I can send **** I have limited computer skills.

  Business Response

  Date: 09/25/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we were able to get ahold of the technician, who stated he took the printer by accident and did not return due to a family emergency. We have reached out to you via email to coordinate the technician coming by to drop the printer back off. 
  
  Please respond to the email so we may get this resolved for you. 
  
  Should you have any further questions, please do not hesitate to contact us at ***********************************

  Customer Answer

  Date: 09/27/2023

   
  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:09/07/2023

  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 am no longer needing this service. I could not cancel online.

  Business Response

  Date: 09/08/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that the order on May 6th, 2023 was self-booked and the membership was self-initiated, which you received a $60 discount. 
  
  Being that the amount you paid in membership fees was equal to the amount you saved in membership discounts, we have canceled your membership.
  
  

• Initial Complaint

  Date:09/07/2023

  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.

  I requested a tech to come to my home to hide tv wires and paid over $200 to do so. The tech came to my home and told me that there wasnt anything he could do and left. At that time I was under the impression that it was a one time fee. It was until I was charged on my credit card the next month another fee for a subscription and when I went online to cancel, it stated that it was beyond 30 days so I couldnt cancel it. I wrote them immediately and got no response. This is misleading and unethical practice and I want this cancelled immediately. The young technician was polite and nice enough but that was not worth even what I paid in that over $230 charge!! (Much less that recurring subscription fee!) I want a refund for the subscription charges and for you to cancel the subscription immediately and entirely. In addition, I want there to be no derogatory citations to any credit agency or have anything derogatory mentioned on my credit report.

  Business Response

  Date: 09/08/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that the order on June 20th, 2023 was self-booked and the membership was self-initiated.
  
  Being that you did not receive any membership discounts on your order, we have refunded and canceled your membership.
  
  

• Initial Complaint

  Date:09/01/2023

  Type:Sales and Advertising 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 am writing because Hellotech enrolled me into a one-year contract without my consent or knowledge. I used the company to find a handyman in May, 2023 after buying a home. After the one-time work was done, Hellotech continued to charge me $14.99 a month with the latest charge coming in on August 15th.I have tried numerous times to cancel my "membership" directly on their site and by contacting their support on numerous occasions. They keep refusing to and claiming I agreed to a contract which I didn't.Resolution - I would like my account cancelled ASAP, and all future charges stopped. Under no circumstances would I ever sign a one-year contract when I only had one job for the company.

  Business Response

  Date: 09/08/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that the order on May 16th, 2023, was self-booked, and the membership was self-initiated, for which you received a $60 discount. 
  
  Since the amount you paid in membership fees was equal to the amount you saved in membership discounts, we canceled your membership.

• Initial Complaint

  Date:08/31/2023

  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 ****** up with Hello Tech and paid with an ''A'' credit card. We called to make an appointment for services, the rep ****** us up for a new membership and said he canceled the other one, we paid with ''B'' credit card. In Oct 2022 we called again for a service and asked to cancel one of the accounts as they were charging both credit cards, the representative told us "a representative will call you back". No body did. In November 2022 we called our credit card company to file a dispute, unfortunately we were unable to follow up due to a shortage of employees in our business. Today August 31, 2023 we called Hello Tech and requested the cancellation of both accounts, the representative told us that both accounts would be canceled... again!. We requested the refund and the rep said she spoke to one of her managers about the refund and he told her that ''we can just placed the request for the refund but it will still be subject for an approval and since this will be subject for an approval, it may be approved or declined''. We are calling credit companies ''A'' and ''B'' today August 31, 2023 for help in blocking this company.

  Business Response

  Date: 09/08/2023

  First, we would like to apologize for your experience with HelloTech thus far. Unfortunately we were not able to locate your account from the customer information provided. 
  
  Please reach out to us at ********************************** and ask for ******* for further assistance.

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20551079
  
  Here are the last 4 digits of the credit cards, **** and ****. If you like more information please send an email address, thanks.

  
  Sincerely,
  
  ***** P

  Business Response

  Date: 09/25/2023

  Thank you for getting back to me. Unfortunately, we cannot locate account information based on the last four digits of a card, as there are multiple cards with the same last four. Additionally, we cant email you as we cant locate your account with the information provided. 
  
  Please send an email and ask to speak with ******* as soon as you can.
  
  

• Initial Complaint

  Date:08/28/2023

  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 advise against using Hello Tech for service-related issues. I contacted them on August 10th to set up a dual monitor in my home office. Despite this, I faced problems connecting it to the docking station. On August 13th, they sent a technician who was incredibly rude and dismissive of my preferences for the job. After calling ************ to escalate the matter, I was promised a follow-up, which never came even after 14 days. Upon calling again, the lady on the line abruptly hung up. When I requested a refund, my request was not honored. It seems I'll have to pursue a bank dispute or legal action to recoup the $97 I paid for the incomplete work. My recommendation is to avoid Hello Tech, as others might have a similar experience.

  Business Response

  Date: 08/28/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that a refund was started on our end and that you should have received an email notification confirming this information. 
  
  Should you have any questions, please do not hesitate to contact us at **********************************.