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:06/01/2023

  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 was charged on 01/04/23 for a *********** Lock with Nest Connect with Installation - Satin Nickel in the amount of 01/04/23. On January 13th the door lock installer (*****) said the Lock didnt fit my door as there was a gap between the door and the lock. The installer informed me to return the item.I returned the item via *** and per tracking it was received by HelloTechs dock on 01/23/23.I have contacted them several times via online chat to inform them I have still not received a refund for the unusable device. They have told me via written chat that they would escalate and that I would get a refund or that there should be a turnaround time of ***** hrs.They have also been charging me a monthly membership of $4.99, which I didnt sign up for as far as Im aware. Especially since they are completely not providing service or customer care in any sort of way I shouldnt be charged for a service I didnt sign up for and am not receiving.

  Business Response

  Date: 06/12/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that someone reached out to you to have you submit some information regarding the return, which you did. I can see on your account that the refund has been processed for both the Lock and the membership.

  Should you have any questions, please do not hesitate to reach out to us at **********************************.

  Customer Answer

  Date: 06/19/2023

   
  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.  

  The resolution is satisfactory only because I received a full refund for the returned item.  However, HelloTechs handling of the matter even after I contacted the BBB was highly unprofessional.  They asked me for email proof that HelloTech had received the return.  This was the original problem - I had never received an email proof.  Prior to contacting the BBB, there are documented chats that I had with HelloTechs chat representatives.   I was told repeatedly that the matter would be escalated and that I would be contacted within 48 hrs.  I was never contacted. I had to contact *** and get additional documentation that proved that the proof of receipt matched the tracking label originally provided by HelloTech via email.  The *** documentation also listed the individual that signed for the package.  HelloTech also refunded me the full monthly fees that they were charging me.  However, I shouldve never been charged in the first place as I never signed up for monthly service.  I certainly wasnt getting any sort of acceptable monthly service.  Although this matter is closed, I would not recommend HelloTech to anyone and I dont think HelloTech deserves a high business rating.

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

• Initial Complaint

  Date:05/24/2023

  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 paid this company to have my tv mounted last year and I'm still being charged $19.99/month. I've attempted to cancel my membership multiple times. They refuse to cancel my membership, say that I opted into it, and that I must continue to pay them through December 2023. The terms and conditions were not clear and I see many other people have been targeted by this tactic. This is a scam that trapped me into monthly payments for a service I do not use.

  Business Response

  Date: 06/02/2023

  First, I 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. Being that you have not taken advantage of the membership, we have refunded and canceled the membership. 

  Should you have any questions, please do not hesitate to reach out us at **********************************.

  Customer Answer

  Date: 06/07/2023

   
  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:05/24/2023

  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.

  HelloTech convinced me to buy annual membership for $19.99/month with option to cancel any time no questions asked. After 6 months as I did not benefit from their plan, I called HelloTech **************** to cancel the plan but they refused to do do. Also, as I logged on, there is no evidence of my membership, but they have been deducting $19.99 every month from my credit card.

  Business Response

  Date: 06/02/2023

  First, I 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 twice. Since the amount you saved in membership discounts was repaid in membership fees, we canceled the membership.

  Should you have any questions, please do not hesitate to reach out to us at **********************************.

• Initial Complaint

  Date:05/22/2023

  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.

  My complaint with HelloTech is mostly the same as others who have been scammed by this company. You have to make your appointment on line, pay up front and promise the moon to get you hooked up with their membership plan. Not fully up front about the one year NO CANCEL policy. My service was in February2023. Asked for one on one instruction for a new Windows 11 computer. The young man sent was self conscious, would not look at me and went through motions of "finding" his way....just kept clicking on stuff until he got to wherever he was going. Left in a rush and never left a card, a name - nothing. I reported this on the survey I was requested to fill out. He did not know how to download/upload pictures or edit. It was a total waste of time and money and now they are demanding $19.99 per month for a full year!I tried cancelling to no avail and all they offered was anti virus which I already have and alot of "I'm sorries"....I want the account cancelled now.

  Business Response

  Date: 06/02/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that you self-booked the order and self-enrolled in the membership. Since you have repaid the amount you received in member discounts in membership fees, we have canceled your membership.

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

  
  

  Customer Answer

  Date: 06/03/2023

   
  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:05/16/2023

  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 used HelloTech for a TV install and paid for the service (over $300). Then I started getting a monthly bill of $15! I called them up and tried to understand why I am continuing to be charged, and they said I had an annual membership (for further TV/install service discounts). Unfortunately I couldn't cancel because 'it was more than 30 days' ago. I escalated it to a manager and they said they could cancel my membership but would have to charge me $50 (for the 'discount' I received at sign up!. What a crock. So I ended up having to pay to cancel. I strongly recommend you DON'T do business with this service. Not to mention the service technician was also rude and tried to up-sell me a TV sound bar (from the back of his truck) for twice what it costs online, then he got defensive when I questioned him on it. I'm saying GOODBYE to 'HelloTech' and I strongly encourage others to never say Hello.

  Business Response

  Date: 05/22/2023

  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. During that service, due to having the membership, you received $80 in discounts. For the two months, you had the membership, you paid $30 in membership fees. This is why you were responsible for the difference of the remaining $50 dollars upon canceling.  

  Should you have any further questions, please feel free to reach out to ** at **********************************.
  

  
  

  Customer Answer

  Date: 05/22/2023

   
  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. , because its not worth the fight. 
  

  I am still concerned that the business is being unethical and misleading but I am cutting my losses.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/04/2023

  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.

  They refuse to allow cancellation of subscription service and continue to charge your account no matter what.

  Business Response

  Date: 05/13/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that the membership was canceled, and you are no longer being charged. 
  
  Should you have any questions or need further assistance, please do not hesitate to reach out to ** at ***********************************

• Initial Complaint

  Date:05/02/2023

  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.

  March 30th, 2023 The technician came out and drilled a hole a foot above my baseboard and didnt run I line through it. He then scratched my wood floors with his tools. He had an electrical outlet left open with *******************. He swore in front of my 14 year old son and said I cant do this and left. Total fire hazard with the electrical outlet open and dust everywhere. Ive been trying to get reimbursed for the damages for 3 weeks, theyve been lying to me saying theyll pay, and they havent. Over a thousand dollars of damages. Worst company Ive ever done business with, theyre now not returning my emails. Do not use this service!

  Business Response

  Date: 05/13/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that your claim was resolved. While we would have liked it to be sooner, some claims take longer than others because of whats required to make the repairs. 
  
  Should you have any further questions, please do not hesitate to reach out to us at ***********************************

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20006250
  
  I am rejecting this response because: This has not been resolved. They said they would pay me $900. It has not been paid to me. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/02/2023

  After reviewing your account, we see that the reimbursement was issued and that your claim has been resolved.

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

• Initial Complaint

  Date:04/27/2023

  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 contacted Hello Tech on 4/26/23 to inquire about help with connecting my printer to my laptop. The person I spoke with told me I would have to sign up for an annual membership billed at $19.00 per month and that in order for someone to come out to my home I would have to pay an additional $59.00 on top of that. The next day (less that 24 hours later) I called back and asked to cancel the service and the membership fee. The person who was in charge of the membership team refused to cancel the service and sent a tech to my home anyway and charged me $89.00 for this. Hello Tech was deceptive in dealing with me and I think they should not have sent a tech to my home and charged me for it when I told them I no longer wanted the service or membership. I would like Hello Tech to refund my money to me and to be investigated for deceptive business practices.

  Business Response

  Date: 05/06/2023

  First, we would like to apologize for your experience with HelloTech thus far. Being that you requested the service to be canceled prior to anyone coming out, we have canceled your membership. 

  Should you have any further questions, please do not hesitate to reach out to ** at support at hellotech.com.
  

  
  

• Initial Complaint

  Date:04/27/2023

  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.

  I contacted Hello Tech and made an appointment to have my tv setup, my internet was already setup- this was done via their web site. The tech was super nice and set up the tv within an hour and explained everything to me. My complaint is about the 19.99$ monthly service charge which I didnt know I was going to be charged. I had my initial service in January 2023. Just noticed a recurring charge January thru April. I called the company to get the service charge stopped. Im told I clearly signed up for the monthly charge on line when I signed for a discount. Now this seems to be quite underhanded as there would be no way I would sign up for monthly maintenance charges for just having a TV hooked up for me. I know that that I would never sign up for this- its not needed. I dont plan to live in this apt for a year. It was a deceptive and clearly not spelled out what I was getting I should be able to stop this service but a representative told me I had to keep paying it for a year. I would like help to get this recurring payment stopped. I looked at this companys complaints by other customers and this is a recurring problem so its not just me complaining it clearly has to be a deceptive technique used by this company to bilked money from innocent customers. Please help me get this monthly charge stopped. Thank you ***********************

  Business Response

  Date: 05/04/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that you in self-enrolled in the membership when you self-booked the order. 

  Being that the amount you saved in membership discounts was covered by the amount you paid in membership fees, we have canceled your membership.

  Should you have any further questions, please dont hesitate to reach out to ** at ***********************************

• Initial Complaint

  Date:04/27/2023

  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.

  On 04.11.2023 a technician from HelloTech came to install a Logitech Circle View Video Doorbell.The technician spent around 3 hours trying to install the doorbell. He couldn't get it to work. He called Logitech customer support. After the call it still didn't work. The technician told me I need a doorbell transformer without even going in the attic to check my current transformer. He told me to go buy one and he would come the next day and finish the install. I bought a doorbell transformer from Home depot.He came the next day. We went in the attic I had to show him where the transformer was. As he tried to make his way to it he put his foot and leg through my sheet rock. After that ordeal he was looking at the transformer as if confused and wondering which wires go where. I asked him to leave ,because he already damaged my sheet rock and then it seemed like he didn't know what he was doing when it came to wiring the transformer. I didn't want him to wire anything if he wasn't competent.I called the company and filed a damage claim (Claim #*******) on 04.12.2023. They emailed me back (*******) and asked me to send an estimate on repairing the ceiling. I sent an estimate over on 04.13.2023.Today is 04.20.2023 a week since I sent the estimate and I haven't heard anything from HelloTech since 04.12.2023.I called the company today (was on hold for 20 minutes) and was told they couldn't contact the claims department and would call me back. They never did. I asked for a phone # to the claims department and was told they don't have a phone number only way to contact them is via email. I would like payment for the damage caused from their technician so i can fix my ceiling. The A/C and heat are escaping through that hole.

  Business Response

  Date: 05/04/2023

  First, we would like to apologize for your experience with HelloTech thus far. We apologize for the delay and any inconvenience it may have caused you. The damage claim department was short-staffed due to covid. 

  However, after reviewing your account, we see that your damage claim was completed, and you were reimbursed for the repairs on May 1st, 2023. 

  Should you have any further questions, please do not hesitate to reach out to ** at **********************************.