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: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 booked a ** mounting apppointment with this service. The ** was never mounted and I canceled the appointment. I have been charged $19.99 each month for several months. I have tried to cancel a year-long membership that I never signed up for. The site, phone and chat customer service all make it impossible to cancel this service. As of today the website is down and doesn't even allow a customer to login. I would like your help contacting the business and canceling my membership and refunding the 3 months of fees that they have charged my credit card. I believe this website is a scam.

  Business Response

  Date: 05/06/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that the membership was canceled. 

  However, we are unable to issue a refund for the entire three months as you received savings on the product. We have refunded the difference between the amount you received in discounts and the amount you paid in membership fees. 

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

• Initial Complaint

  Date:04/20/2023

  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 confirmed a scheduled day and time for a TV install, and then when they didn't show up, they sent a message that they were having trouble finding the technician. I tried to reschedule for two days in a row, they confirmed 2 new appointments, and they still kept me hanging with no scheduled TV mounting installer. This should be illegal; I wasted two days waiting for these people

  Business Response

  Date: 04/24/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that there was an issue getting your service completed. Unfortunately, you are in what we would call a low-coverage area. These areas sometimes make it difficult to source technicians to serve our customer's needs. 

  We understand that you set time aside for ** to help with your tech needs, so we apologize for any trouble this may have caused you. As we continue to identify these areas, we will update our service perimeters so that we can meet the expectations that we set. 

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

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19936430
  
  I am rejecting this response because: I want them to pay me for the two days that I wasted waiting for them to show up and canceling two different service people.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/04/2023

  We understand your frustration. However, we wouldnt be able to pay you for the two missed appointments. Typically, in these situations, we would offer a discount on your order for the inconvenience. Unfortunately, we cant give you a discount as we are unable to get a technician to you.
  
  Should you have any questions, please do not hesitate to reach out to ** at ***********************************

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19936430
  
  I am rejecting this response because: I wasted three days waiting for a technician to show up. They told me two different technicians were scheduled and they canceled them. I need them to reimburse me for the time that I wasted.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/13/2023

  Again, as stated, we wouldn't be able to pay you for your time. If you would like, we can offer a discount on this order or the next.

• Initial Complaint

  Date:04/19/2023

  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 to help me with my ****** Nest Doorbell, which they gladly accepted the work on April 6th, 2023. A technician was assigned to arrive at my home on Friday, April 7th at 9:00. At 8:30, received a text informing me that the technician would not be able to come, another technician was assigned and was expected to arrive between 2:00 and 5:00pm, well that was a no show too. Third time's a charm right, technician was supposed to arrive at noon the next day, well he/she was a no show too! I checked my bank account, they tried to take money out of my account for services not rendered!! Had to go to the bank and cancel that transaction and change my debit card because they had the card on file. Also, all numbers listed on website and the technicians who texted my number informing me that could not make it to our home to complete the job doesn't work too!

  Business Response

  Date: 04/24/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, I see that there was an issue as far as the technicians being able to make the appointment. However, there was a misunderstanding as far as your card being charged. To clarify, we did not charge your card as there was never a completed service. 

  The amount that you saw on your account was the pre-authorization hold. The hold is placed on the account to ensure that the funds are there at the completion of the service. By doing so, were able to get the technician paid once a job is finished.

  Again, were sorry we were unable to assist you with your tech needs. Should you have any further questions, please do not hesitate to reach out to ** at **********************************.
  

  
  

• Initial Complaint

  Date:04/19/2023

  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.

  As others have stated, I have tried to cancel several times and I have set my account to not 'auto renew' and told they cannot cancel until my annual membership is over (again). We only used their services once and found that they could not work on our current home entertainment system setup. I have paid a year and a half of membership dues each month for absolutely nothing. I was not aware at the time of using their services I was signing up for an annual membership.

  Business Response

  Date: 04/24/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, I do see that your monthly membership was canceled and a refund for the charges of the membership renewal was issued. 

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

  
  

• Initial Complaint

  Date:04/18/2023

  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.

  4/18/22 set up technician to have a TV mount on the wall. everything seemed fine I had used hello tech previously for jobs like this and never had an issue. My husband set the appointment, I work from home and am 7 months pregnant. Tech arrived and started installing tv mount. During appointment husband called stating the tech was unable to make it and they were searching for a new tech...I told him the tech was here and installing already. When the tech finished the tech said my husband had cancelled the appointment. I asked both my husband and tech to place the order to submit the payment. The tech said he would be fine with Venmo/ Cash or Zelle as a form of payment. I went ahead paid him cash and a tip and he left. 2 hours later we get a 150$ charge from hellotech for the service. my husband called and said we paid in cash to the technician already. customer service says technicians only receive payment from the app and no other forms. I completely feel take advantage of, pregnant female home alone. They said they will investigate and I hope they do.

  Business Response

  Date: 05/13/2023

  First, we would like to apologize for your experience with HelloTech thus. Unfortunately, we were unable to pull up your account. Please send ** your email or reach out to ** via email at ********************************** or by phone and ask that they send your request to ******* so that we can look over your account.

  We look forward to hearing from you and hope to speak soon.
  

  
  

• Initial Complaint

  Date:04/17/2023

  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.

  HelloTech makes you select the service you think you need in advance, forcing you to put your credit card information in, and only then will they send a technician out. I chose "In-wall cable running" for $240 because I thought that's what I needed, but when the tech came, he solved the problem with a simple coaxial line install. I was happy with that solution and just assumed they wouldn't charge me for the service of running cables in walls since it wasn't provided, and instead the service I received costs $40 through ******** But HelloTech refused to adjust the price. They kept referring to the package I chose and said they have no way to change the price of that. They were confused that I even suggested that services paid for don't always line up with services rendered. In fact, the supervisor I spoke to named ***** said she has never issued a refund of any kind for the service I requested. Not only that, but she said it was my fault for selecting a service I didn't need. I was shocked that they charged me full price, SIX TIMES the amount, for a service they didn't provide and offered nothing in the way of amends.

  Business Response

  Date: 04/20/2023

  First, I would like to apologize for your experience with HelloTech thus far. After reviewing your account, I see that someone from support was able to assist you with your request and has processed a refund. Please allow 5 - **************************************** your account.

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

  
  

  Customer Answer

  Date: 05/01/2023

   
  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,
  
  Cam *****

• Initial Complaint

  Date:04/11/2023

  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 to hang a TV on 7/3/22. I never agreed to a monthly subscription. I have been charged **** per month since. I called and they stated that by booking though them, I agreed to the monthly charge. This is a deceiving business practice. I paid to have a TV hung, I never agreed to a monthly fee automatically charged to my credit card.

  Business Response

  Date: 04/13/2023

  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. Being that the membership is no longer wanted, and you do not have any membership discounts still on the account, we have canceled it and refunded you for the difference. 

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

  
  

• Initial Complaint

  Date:04/11/2023

  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 used this service one time back in August of 2022. It was to mount a **. I paid for them to mount the ** and put the cords inside my wall. The technician arrives and says he cannot put the cords inside my wall so he would have them refund me but he could mount the **. He then informs me that it would have cost less if I would have called him directly. I didn't think anything about it and moved on. Then I notice $19.99 coming out of my account each month. I thought ok maybe the service was a little more than I thought. Then it kept coming every single month. So I contact there customer support and I was told that I cannot stop the $19.99 a month coming out of my account until a while year has passed. This was not mentioned to begin with. I just want them to stop charging my account before I have to change my account number. I removed my card from there auto pay and they still charged my account without my permission or that card on file. This is a total scam. Now I have to jump through hoops with my bank in order to get these guys to stop taking $19.99 a month out of my account for a service that I do not use.

  Business Response

  Date: 04/13/2023

  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. 

  Being that the amount that you received in membership discounts has been recouped in membership fees, we have canceled your membership.  

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

• Initial Complaint

  Date:04/11/2023

  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.

  The tech came on Tuesday to repair the computer he was here for awhile and I came home to find out my niece paid $85 for a service call and he did nothing, the computer is still broken! So what did we pay for???

  Business Response

  Date: 04/13/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that the order was not completed due to the technician stating that the computer did not have a hard drive to install the ** on. 

  Being that the service was not completed, we have issued a refund back to your card issuer. Please allow 5 - *********************************** your account.

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

  
  

• Initial Complaint

  Date:04/11/2023

  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.

  On 3/19/23 I was charged an initial fee of *****, to initiate the process. An appointment was made for 3/19, 3/23, 3/27 & 3/30, all of which were cancelled by Hello Tech. The 3/30 appointment was just rescheduled for later in the day, but for obvious reasons I am skeptical. The explanation for the cancellations has always been, their inability to locate the technician. I have requested that they inform me if they are unable to accommodate me that they refund my initial charge. I received no response to my request, other than the rescheduling of the service. The service is for laptop repair. I have spent numerous hours waiting for a service which is never provided.

  Business Response

  Date: 04/13/2023

  First, we would like to apologize for your experience with HelloTech thus far. We understand that it can be frustrating when your appointment is rescheduled. Unfortunately, certain locations have low technician availability, which sometimes results in difficulty finding someone for the service. 

  After reviewing your account, we saw that we had someone successfully complete the service for you on 03/31/2023. While it did take longer than expected, we are happy that we were able to assist you with your tech needs. 

  Should you need any further assistance, please do not hesitate to reach out.