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:04/17/2023

  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.
  

  
  

• Initial Complaint

  Date:03/24/2023

  Type:Delivery 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 February 21, 2023, I contacted HelloTech, based on a referral from Logitech, to install a video doorbell. I also ordered a new doorbell transformer from HelloTech. The assigned technician, *****, attempted to install the video doorbell and new transformer but was uable to do so. ***** did not provide me with the requested transformer nor did he leave it with me. The end result that the niether the video doorbell or the doorbell transformer were installed. Despite stating in their email that I would not be charged unless and until the video doorbell was installed, HelloTech still charged me.HelloTech order #*******. I was charged $158.00 to my *****

  Business Response

  Date: 03/28/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that your order from February 21st, 2023 was not complete. Being that the order was completed and we did not receive any communication from you regarding any issues, we were unaware that there was an issue. 

  With that being said, we have refunded you as the services were never rendered.

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

  
  

  Customer Answer

  Date: 04/18/2023

   
  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:03/24/2023

  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.

  On March 23,2023 I called HelloTech at 888-082-4410 to get service for a computer. They offered two options: (1) technician come to house to fix it for $150.85 or remote for $92.38. I accepted the remote service. I was then connected with a tech named ********* who took control of my computer (10:08 am) he spent one (1) hour messing with the computer. It looked like he had corrected the problem, so he signed off. Within 5 minutes the problem showed up again. I called Hello Tech back and once again ********* came on and spent from 12:08 to 12:48 working on the problem. he said it was corrected and signed off. tem m9inutes later I called back and got a tech named ******* who took over and worked until 3:08 pm. he said he was working multiple jobs and I had business to attend to. he said he would call back later to finish. At around 3;00 I got a call from ***** and I told him I was not in office call me back. He called at 6:42 and told me that there were many viruses in my computer, He said he could put virus protection on computer starting at $129 a year or $149 for 2 years or $249 for 5 years. I told him I would take it to my own IT tech and put ****** on it. I said all I wanted was fixed what I contracted to fix, with that he hung up. I have filed a complaint with Hello Tech and am disputing the charge with ***************** I have now taken my computer to my own technician for repair.

  Business Response

  Date: 03/28/2023

  First, we would like to apologize for your experience with your with HelloTech thus far. After reviewing your account, we see that you have used our service a couple of times. The first service was successful. However, with the second service, there were some issues, and the problem was not resolved.

  Being that your issue was not resolved, we have refunded the money for the service as the job was not complete.

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

  Customer Answer

  Date: 04/21/2023

   
  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:03/24/2023

  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 contracted HEllo Tech to install a **. Before the technician left I told him that the television was off center. He did something in the back of the ** and at the time the problem appeared to be resolved. Except for when the cable company came over to set up the cable the television tilted and looked unsafe to handle. Cable technician said it was not properly installed so I called Hello Tech to inform them and they asked for pictures. I did send pictures and received another email Asking for more pictures. I dont feel safe moving the television since its off balance and they refused sending a technician out to correct the problem. This has been a very upsetting experience.

  Business Response

  Date: 03/24/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that a follow-up appointment was booked and completed to remedy the issue.
  
  Should you still need assistance, please do not hesitate to reach out to us at **********************************.
  
  

• Initial Complaint

  Date:03/22/2023

  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.

  The tech that came out was kind, but did not fix what was needed. The "subscription" model that locks folks into a service that is impossible to get out of. This is taking advantage of the elderly and all vulnerable populations. I spoke with via hellotech chat tech "Chanel" on 3/21/23 and they noted that I needed to call a number, ************** for further assistance. I called this number and it stated to go online, thus I am in an infinite loop looking to get out of this subscription that has brought me no benefit whatsoever.

  Business Response

  Date: 03/24/2023

  First, we would like to apologize for your experience with HelloTech thus far. We see that you had a service that was not complete and have requested to cancel your membership as a result. 

  Being that you didnt receive any membership discounts, we have started the refund process for the membership fees. 

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

• Initial Complaint

  Date:03/13/2023

  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.

  In July of last year, I saw this company online and I signed up and requested a TV mount service. The technician came and installed it and we called it a day. What I didn't realize was there was a $19.99 monthly membership fee that came with this service. Several months later, I realized my bank account is being charged every month and I tried to cancel this. The website is so convoluted, and they make it hard to understand and cancel the membership. I spoke to someone via chat and he told me I can cancel but I had to call because you are unable to cancel online. I called and received no help. I called again this morning and was told "yes you can cancel online" and that he was going to email me a link that will enable me to cancel. I told him several times that I was already told membership can't be cancelled online. After we hung up, I received the email link and when I clicked on it, says nothing about you can cancel but only gives membership information. I was irritated so I immediately called again. I spoke to another person and she said I cannot cancel the membership and tried to blame it on me that I signed up for this. I told her even if I did, I have already paid above and beyond the so called full price and I want this cancelled. This is unfair and a trap and I want the money I paid after they take back their $100 so called discount.

  Business Response

  Date: 03/24/2023

  First, I would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that you signed up for the membership during the self-booking process for your order. Being that you have paid the difference in the amount you received in discounts, we have canceled your membership and refunded the remaining months in membership fees.

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