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: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 **********************************.

• 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.