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:08/15/2023

  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.

  I called this company July 2023 about a home TV mount service. I was told by the representative that I need to pay a fee to enjoy the discounted tv mount service charge. I was not aware that this fee is a one year commitment for HelloTechs membership. I tried to cancel this membership and was told that I have to pay the remaining 11 month membership dues, or stay on the membership for the remaining term.I feel like its fraud and very disappointing. I would like to cancel this membership service without having to pay the penalty. I explained my situation and my request was denied.

  Business Response

  Date: 08/21/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that you asked if the membership was for one year, to which our customer service representative responded, "Yes, it's a monthly membership for one year."
  
  Should you have any questions, please feel free to reach out to us at **********************************.
  
  

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20472724
  
  I am rejecting this response because: At the time of talking to the customer representative of **********************, I was not advised this would be a one year membership commitment. 
  
  Sincerely,
  
  ***********

  Business Response

  Date: 08/28/2023

  Thank you for that. When setting up the service for the ** mounting service, you asked our customer service representative if the plan would auto-renew the following year, to which they stated it would not. Either way, your membership was canceled.

  Customer Answer

  Date: 08/29/2023

   
  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,
  
  Lei Ji

• Initial Complaint

  Date:08/15/2023

  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.

  I HAD REQUESTED A TV MOUNTING SERVICE ON 6/21/2023 WHICH WAS COMPLETED FOR A COST. THEY HAVE A MISLEADING PLAN THAT THEY MAKE ME SIGN UP FOR WITHOUT THE OPTION TO CANCEL MEMBERSHIP AND CONSISTENTLY CHARGE ME A MEMBERSHIP FEE EACH MONTH WHEN I DO'NT USE ANY OF THEIR SERVICES. UPON REQUESTING A CANCELLATION OF MEMBERSHIP AND A REFUND, THEY MENTIONED THEY ARE UNABLE TO REFUND ME AND WILL CONTINUE TO CHARGE ME FOR A YEAR.

  Business Response

  Date: 08/21/2023

  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. Since the amount you saved in discounts was equal to the amount you paid in membership fees, we canceled your membership. 
  
  Should you have any further questions, please feel free to reach out to us at **********************************.
  
  

• Initial Complaint

  Date:08/07/2023

  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.

  Order #******* I scheduled an appointment for a TV mounting service. My appointment was scheduled for 9 AM in which the technician was *************************************************** of him having trouble with being late. Once he arrived, he ignored my details by stating that I had lag bolts already secured on the left side of the bracket and that the right side I had issues finding studs for. He immediately starts drilling holes aimlessly on the left side and I had to stop him because I stated those bolts were already secured. He responded with, "oh, my bad." He then proceeds to start drilling more holes in the right side of my wall at different heights and pounding on the walls looking for a beam. I kept stating that the whole reason for requesting this service was so that this would not happen. He continued to unmount the bracket from the right side and let it skid across the wall scraping it and leaving black marks. He then proceeded to drill additional holes in the wall and make more of a mess at which point he stated that he was confused and left without patching any holes or cleaning. I contacted customer service who stated that they would create a ticket with the damage claim department and that they cannot create a refund directly. I was told by the claims agent as follows: "No worries. I can issue a refund for the order and then reimburse you for the difference.Would you prefer to receive your reimbursement via PayPal or ACH? Both take about 1 - 2 weeks, so it's really just a matter of preference."However, I was forwarded a settlement form stating that I would only receive "single lump-sum payment of $38.10".

  Business Response

  Date: 08/21/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that you requested $215 for the order and to be able to cover the amount to patch the holes. We also see that you didnt pay $215 for the order. You paid $176.90. The holes in the wall are about pin size, something spackle could cover, which can be found for as low as $2.98 at Amazon or ******** A quart of paint from ********** would have cost $28.98, which, again, is enough to cover the work needed.
  
  Perhaps what you were asking for was to have the order refunded and receive the amount to have someone come and fix the wall. However, that is not what was understood being that you asked requested $215, which is $38 more than what you paid.
  
  If you still need help with your claim or have decided to have someone repair the wall, please feel free to bring those concerns up with the claims agent. 
  
  Should you need further assistance, please do not hesitate to contact us at **********************************

• Initial Complaint

  Date:08/01/2023

  Type:Delivery 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.

  A believed technician was hired to mount a flat ***** TV along with the mount.The believed technician who was present with a companion began drilling holes in the bedroom wall without observing any type of instrument to target the studs in the wall.Photos were taken and submitted to the company which was confirmed received ( email uploaded with photos ). No response received for restitution if the cost of damages to the wall.Hopefully a settlement can be completed.

  Business Response

  Date: 08/07/2023

  First, we would like to apologize for your experience with HelloTech thus far. Using the information allotted to us, we could not locate your account. Please contact us at ********************************** to get help. A damage claim will need to be started. Once you have filled out the necessary information, someone from the claims team will contact you. 
  
  Should you have any further questions, please do not hesitate to contact us at **********************************.

• Initial Complaint

  Date:08/01/2023

  Type:Order 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 tech help once, I was told $69 for a home visit. Later an additional $19 was put on my card. I just thought I was charged for additional services since he gave advice on more than one issue. Now I find out since I didnt cancel within 30 days (I didnt since I didnt know I had a membership). So now I have to pay the monthly fee for a year. **************** was snarky. Im so disappointed. This company needs to be more up front about their membership for a full year, no exceptions felt like a bait and switch.

  Business Response

  Date: 08/07/2023

  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 annual membership was self-initiated. Our membership is designed to offer our customers discounts on our services and benefits only allotted to members. Since the amount you received in membership discounts is less than the amount you paid in membership fees, we have canceled your membership.
  
  Should you have any questions, please do not hesitate to reach out to us at ***********************************

• Initial Complaint

  Date:08/01/2023

  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 wanted to install a TV on my wall and used the service l it was great but made me commit into a 12 month contract at ***** a month and wont let me cancel or gave me no pre trial agreement. They gave me a number but wont let me talk to a live person.

  Business Response

  Date: 08/07/2023

  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 received in membership discounts was less than the amount of what you paid in membership fees, we have canceled the membership.
  
  Should you have any questions, please do not hesitate to reach out to us at **********************************.
  
  

• Initial Complaint

  Date:08/01/2023

  Type:Order 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 contacted Hello Tech on 7/25/2023 to cancel my *subscription* membership. I was told (to my surprise) that I am bound by a yearly contract for the duration of the term. This was NOT made clear to me at the time of my one time service request that I made via telephone.I was not offered any other resolution which is quite poor customer service. I am surprised that in the modern era of subscription services, this bait and switch tactic is still being employed.

  Business Response

  Date: 08/07/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that you received $160 in membership discounts on order *******. We can cancel the membership for you. However, there would be a charge of $75.04 as you have only paid $84.96 in membership fees. This would amount to the difference between discounts received and membership fees paid. 
  
  We have also reached out to you directly by email to see how you would like to proceed. Please respond there to get your request processed.
  
  Should you have any other questions or concerns please feel free to reach out to us at ***********************************

• Initial Complaint

  Date:07/25/2023

  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 signed up for this service in June 22. I used it 2-3 times. Techs were nice, did the job. After several months I realized I was not using the service and tried to cancel. Despite there being a very robust online service in which you can sign up but you cannot cancel via the same method. Per their website I proceeded to chat with rep indicating I wanted to cancel. I was told I have to call. I tried calling couldnt get through. More time went by with charges. I was auto renewed. I called the next time and was given a email address. I sent a email on 4/23 which no one responded to and then was auto renewed again 6/23. I finally got through to an agent 7/24 who told me I couldnt cancel because my account was an annual plan. Which I disputed. I asked for documentation that I signed up for an auto renewing annual plan. I was told they have no record because it was a self directed sign up so they have no documentation. If they cannot produce something documenting I signed up for an annual plan then its my word against theres and they acknowledged they have on record all the times Ive tried to cancel. They will not refund me any monies Ive been charged and it clearly shows I havent used at all since 1st year. I dont want to be forced into another year of payments by small print. Shady business dealings. They made plenty of money off of me the first year. Buyer beware they are scamming consumers. I dont understand why they still have a good BBB rating with all these complaints indicating the same scam.

  Business Response

  Date: 08/04/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that you did, in fact, utilize our services a few times and were able to take advantage of the membership benefits in received discounts on your orders. We have also confirmed that the membership was renewed but has since been canceled, and we processed the auto-renewed portion of the membership for a refund. Being made aware of this issue, we have addressed the auto-renew policy to serve you better and customers like you. 
  
  Should you have any questions, please do not hesitate to contact us at ***********************************

• Initial Complaint

  Date:07/25/2023

  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.

  On 6/22/23 I order a *****'' ** mounting kit at $129.00 and install service for $110.00 before taxes. I was informed via email later within 12 hours that they were completely out of stock of mounting kits and was ask if I still wanted the service. I contacted hellotech via their website requesting a refund for the ** mounting kit but would still like install. explaining that I would buy the mounting kit from another location. They said they could do that and would issue a refund within **** business days.It has been over a month and the only refund I received was for 15 dollars last week. I have contacted them several times through there website, email and by phone only to receive the message that my issue is being heighten to immediate service response (or something along those lines); only to not hear back from them at all.

  Business Response

  Date: 08/04/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that a refund was processed for the mounting kit and made available on June 29th, 2023, for $54.13. A second refund was processed and made available on July 18th 2023, for $15.00. The total $69.13 refunded to you is the amount to cover the mounting kit. Let me further explain. The ** mounting service plus kit has a base price of $129. The $110 referenced was due to the size of the **, as it, in most cases, requires two people.
  
  Should you have any questions, please do not hesitate to contact us at **********************************.
  
  

  Customer Answer

  Date: 08/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory, but I will accept it. I will note that the issue was confusing because their was a surcharge for having a larger TV installed that cost more than the actual product I was disputing was not refunded. Once I thoroughly exam my bank statements to the receipt along with the business's explanation it made sense. The surcharge though is absurd as it is not like they sent an extra technician and I literally helped with the install.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/25/2023

  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 paid for a computer tuneup to improve website loading speeds and other low performance issues. This service has led to the default font on my computer being changed, and no noticeable improvement in performance. Not only that, but after submitting a one start review and requesting contact from Hello Tech, I was taken to a screen saying "We're glad (the tech) was able to resolve your issue." Then they asked me to review them on two other sites. I contacted chat and asked to be called by someone at the company, and they refused to pass on that message. My computer is now slightly less useable than when I began. The performance remains unchanged, and the font is very difficult one to read, and causes some eye strain.

  Business Response

  Date: 07/31/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that the service was refunded. You should have received an email confirmation. 
  
  Should you have any questions, please feel free to contact us at ***********************************

  Customer Answer

  Date: 07/31/2023

   
  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. Thank you again for your assistance.
  
  Sincerely,
  
  *******************