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

  
  

• Initial Complaint

  Date:03/10/2023

  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.

  In January, I tried Hello Tech monthly subscription for ***** after having a tv mounted but discovered it was worthless. So, I immediately called to cancel less than a month later and Hello Tech refused to cancel. They stated I should just take advantage of the benefits the plan had to offer without telling me that I had thirty days to cancel. In March, I decided rather than just pay these people ***** every month for doing nothing, I should use the services. That's when I found out that Hello Tech were supposed to had canceled my membership the first thirty days. Now, they say it is outside of the initial thirty days, they will not cancel and I am obligated for and entire year. They do nothing. They bill you monthly only to bill you again when they come to your house. These people are a complete rip-off!

  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 tha you did have our membership plan designed to assist customers with their tech needs at discounted rates. 
  
  Being that you received more in membership discounts than what youve paid in member fees we will need your acknowledgement of the difference. Please respond to the email we sent to confirm and cancel your membership. 
  
  Should you have any further questions, please do not hesitate to reach out at ***********************************

  Customer Answer

  Date: 03/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.   I will accept the cancellation.  Although, I did not use any membership discounts at all.  I did not use the membership at all.  So, why am I being charged again an additional 39.00?  I have already paid the monthly membership fees and I never used it.

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

• Initial Complaint

  Date:03/07/2023

  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.

  2/23/23 - was given a quote of $324.10 for services.2/24/23 - technician called from his home and said services would be $1071.10. I was shocked and said it was too much. He said, Okay, you can go ahead and cancel it. If you want, I can give you a better price. You have my number. Just give me a call. I went home and cancelled via account. 3/1/23 - called Hellotech and ask why my credit card had been charged $757. Representative said that it had been put through as a refund and the credit card account will be credited in 3-5 business days. 3/6/23 - called Hellotech because still no credit on account. Was told that they would not refund me because I DID WHAT THE **** TOLD ME TO DO.He also said all calls are recorded so there is a record of them telling me that I would receive a refund.

  Business Response

  Date: 03/20/2023

  First, I would like to apologize for your experience with HelloTech thus far. I do see that the service was not completed. I udnerstnad that the technician told you to cancel and thats why you did it. Unfortunately, because the of our cancellation policy the card on file was still charged. 

  Since the technician instructed you to cancel the appiontment we will honor the refund. Now, due to the charge being disputed we are unable to process the refund until that is complete. You should received an email from someone on our staff who will be able to assist you once the decision has been made, if made in our favor. 

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

  Customer Answer

  Date: 03/21/2023

   
  Better Business Bureau:
  
  Hellotech has agreed to refund the charge. Though they did not mention the fact that the technician added hundreds of dollars to the cost, almost quadrupling the quote agreed upon, before instructing me to cancel the appointment, 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:03/05/2023

  Type:Customer Service 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 set up and paid for a service to have my tv mounted. The tech was a total no show. Their customer service could not track him. Now I have to wait 7 days for a refund. Total waist of time and no one seemed to know what was going on.

  Business Response

  Date: 03/24/2023

  First, I would like to apologize for your experience with HelloTech thus far. After reviewing your account, I see there was an issue with your technician and that the service was never completed. However, I think the charge youre referring to is the pre-authorization hold that we put on the card to ensure the funds are available once the job is complete. 

  Since the job was not completed, you should see that the hold was released and the funds were made available in your account. 

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

  
  

• Initial Complaint

  Date:03/03/2023

  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 January 18 I book service with this company to have my printer set up. they charge a member ship fee. I booked three times and all three times i was cancelled an hour before the schedule time. I notified the company explaining that the service was bad and wish to cancel the subscriptions. They told me to go on line and cancel. I attempted many times to do so but there system would not allow me to. Long story short i was reviewing my bank statement and notice they are taking money out my account it has been over 30 days now they are saying i'm lock in a contract that i never received services from.

  Business Response

  Date: 03/24/2023

  First, I wanted to apologize for your experience with HelloTech thus far. After reviewing your account, we do see that you signed up for the membership while using the self-booking tool for your order. Unfortunately, the technician that claimed your appointment was unable to make it leaving the order incomplete. With that being said, we have canceled your membership and refunded the fees associated with it. 

  If you require any further assistance, please do not hesitate to reach out to us at **********************************.

• Initial Complaint

  Date:03/01/2023

  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.

  HelloTech ran 3 lines under my crawl space. The three lines were for new installation for 1) Cable - to ****************** box. 2) Telephone line for Caption phone 3) Ethernet line for Caption phone. Cost was $722.10. During install, the tech damaged drywall on inside of home. HelloTech reimbursed me for $400 for the cost to repair by independent contractor. I released them from any ************** claims.The Cable line to Tv box works. But the other 2 lines do not work - Ethernet and Telephone line to Caption phone. I suspect some or all of the connectors were installed incorrectly. I contacted HelloTech for resolution and spoke to Supervisor *****. She was unwilling to resolve issue because she said the technician should not have put any Ethernet connectors or telephone connectors on the cables poking out of the walls. That he worked out of scope. I find that statement ridiculous. Who runs Ethernet and telephone lines for a customer without putting connections on them? The lines are unusable without connectors. An Xfinity tech was dispatched to my home, tested, and agreed the lines do not work. However, it was not something he was not allowed or capable to fix.HelloTech was referred to me by the local ********************** in *******, **. I contacted Xfinity ************************ I was told by Xfinity that there is a demarkation line and they refuse to get involved with my dispute with HelloTech. I find this very disappointing since they told me to call HelloTech for the installation of lines. There is a partnership but one that does not assist the consumer!So this job with HelloTech has cost me $700.10 and I have an unusable product. The installation of the 2 remaining lines that do not work are for a Caption phone my Mom needs since she is hearing impaired. So it appears I will have to contact another independent contractor to replace the connectors on the lines at ADDITIONAL cost.

  Business Response

  Date: 03/24/2023

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, I see that someone reached out to you via email to get some information from you. Please respond to the email at your earliest convenience so that we may resolve this issue for you.
  
  Should you have any further questions, please do not hesitate to reach out at ***********************************