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Business Profile

Network Computers

HelloTech

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Network Computers.

Complaints

This profile includes complaints for HelloTech's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

HelloTech has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • HelloTech

      2450 Colorado Ave Ste 100E Santa Monica, CA 90404-5535

    • HelloTech

      Cincinnati and surrounding area Cincinnati, OH 45202

    Customer Complaints Summary

    • 240 total complaints in the last 3 years.
    • 50 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/01/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 April 10, 2023, I decided to look for some technical support with getting my computer system and home theater to work properly. After reading reviews for providers of this service I chose to select HelloTech to provide that service. Initially, I found HelloTech to be sincere and prompt in responding. After I received the service provided by one of their technicians and paid for it in full, I discovered that the problem that I was attempting to resolve actually became worse.I reached out to HelloTech to remedy the problems and explained that my technical problems were actually made worse. It has now been over 2 weeks since I paid HelloTech and I have yet to receive the support that I paid for, and all that I am told is that they are unable to locate a technician to provide the services that were originally promised AND paid for.Do not trust HelloTech to resolve your technical problems and stand behind their promise!!

      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 a follow-up appointment was requested and took some time to get, but it was ultimately scheduled and self-canceled prior to the appointment.

      Being that the service was not complete, we have started the process for a refund, which should reflect back in your account in 5 - 10 business days, depending on your card issuer. 

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

    • Initial Complaint

      Date:02/28/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Hello Tech will not let me cancel an annual membership. For nearly two years I have had a membership with the company. The first year was paid in full. The company automatically auto-renewed my account and is charging me monthly and will not cancel the membership. They say that deep with in the pages of terms and conditions I agreed to pay for a membership and the only way to cancel was for me, myself, to go into the account and turn off auto-renew. I have not used Hello Techs services since I first joined to get the initial service that I required. Once this is all said and done, I will have paid nearly $400 for 1 single service of which would have cost me less than a $20 difference on the open market. I simply do not require any of Hello Techs services, yet customer service says I am required to give them money monthly. Just because there is check box to agree to terms and conditions when signing up for a membership does not make it an ethical business practice to take customers month when no service are rendered.

      Business Response

      Date: 03/20/2023

      First, I would like to apologize for your experience with HelloTech thus far. After reviewing your account, I see that someone from customer support assisted you in canceling your membership so that you will no longer be charged. 

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

    • Initial Complaint

      Date:02/27/2023

      Type:Product Issues
      Status:
      Resolved
      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 came to install 3 tv mounts. The guy saw my soundbar and asked if I wanted it installed. He incorrectly mounted it and didnt mount it in a stud and the soundbar fell breaking the wall and a vase. I contacted hellotech and was reimbursed for the soundbar installation. I was told and have in writing they would refund me the cost of a new bracket and offered to send someone or pay for the wall to be fixed. I sent them a receipt for the new soundbar and was never reimbursed, they continue to lie to me and say they sent the money. I just want the 49 dollars for the new mount I had to purchase. I didnt even ask for the vase to be reimbursed.

      Business Response

      Date: 03/01/2023

      First, I would like to apologize for your experience with HelloTech thus far. After reviewing your account, I see that someone from the claims department assisted you with your claim and has refunded you $59 for the soundbar.

      Regarding the $49 for the bracket, it seems that it was delayed due to us having an inaccurate email address. I see that we have obtained the correct email address, and your information has been re-submitted for reimbursement.

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

      Customer Answer

      Date: 03/02/2023

       
      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.
      they reimbursed me and had better communication with me regarding this matter. 

      Sincerely,

      ***************************

    • Initial Complaint

      Date:02/26/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 26, I had a technician come to install my Simplisafe Security System, when the technician arrived, i was told there would be add-on of $300+ on top of the $100 I had already paid, because I had a doorbell and ab outdoor camera to install. This was a huge shock because I had put in the notes that I had these items like I was instructed to do BEFORE the technician was assigned and showed up. The additional price shouldve been COMMUNICATED BEFORE the technician arrived ready to set up my system so I could decide if I wanted to continue or not. I paid MORE for the install than I did for the equipment. On top of this, the technician didnt install all the pieces. I was left to install the glass breaker myself. And if I wasnt already annoyed, the pin pad for the smart lock isnt working, so it must not have got installed correctly which is now my responsibility after dropping $400+ on an installation?!

      Business Response

      Date: 03/20/2023

      First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, I see that the initial order was self-booked. For what you wanted to install, the change in price was correct. 

      Being that you stated that you were charged a different price than what was communicated, we have taken your feedback to update the questionnaires so that by the end of it, our customers will have accurate pricing. 

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

    • Initial Complaint

      Date:02/22/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 thermostat was not installed. The tech did put one in, but it failed a week later. It was decided to put the old thermostat back in as the weather was extremely hot, and the air conditioning was needed.I have contacted Hello Tech many many times, to be told that I would indeed receive a refund, but that never happened. An "escalated" ticket was issued, several months later, I was asked to take a picture of the old thermostat to prove it was in place, still nothing.They are recommended by my ********************** American Home Shield, and I think they need to stop recommending them as well.

      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 processed a refund for you, which should reflect back in your account in 7 - 10 business days, depending on your card issuer. 

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

      Customer Answer

      Date: 03/24/2023

       
      Complaint: 19449590

      I am rejecting this response because:
      I have been promised a refund at least 3 times before in the past. Please provide details of when the refund was issued and confirm the last 4 digits of the card you refunded it to. 

      I will keep checking within the time frame which I used to believe the other times you advised of it. 

      I see nothing pending on my card for a refund  


      Sincerely,

      *********************

      Business Response

      Date: 04/13/2023

      We have reviewed our payment processor and it states that the funds were made available on 03/25/2023. Please check with your card issuer if you the funds did not go back to your card. 

      Should you still need assistance, please do not hesitate to reach out to us at **********************************.


      Customer Answer

      Date: 05/02/2023

       
      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:02/09/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 requested a refund immediately after signing up, after they were unable to help with my request. I then found out that they had signed me up for 12 months at $19.95 / month, so on Dec 8th 2022 (the day after being "subscribed"), I was then directed to cancel online, which i was unable to do so. I tried again yesterday and again, unable to do so and found that I am locked in for 12 months. To be clear, they were unable to provide me with any service, I requested cancellation and now have a 12 month plan that I am committed to. I demand a full refund. FTR, the email on the account with ********************** is mike229252gmail.com.

      Business Response

      Date: 05/22/2023

      First, we would like to apologize for your experience with HelloTech thus far. We have tried to find your account but, unfortunately, were unable to. Can you please provide us with the email to your account or contact us at **********************************?

      We look forward to hearing from you.


    • Initial Complaint

      Date:01/31/2023

      Type:Billing Issues
      Status:
      Answered
      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 told in December of 2022 that the membership fee would only be a one time $99.00 . HelloTech started charging me $19.99 a month and they stated I would have to pay that until December 2023 . That is misleading and fraud. I want my membership cancelled and I don't want my credit card charged $19.99 anymore.

      Business Response

      Date: 02/13/2023

      First, I would like to apologize for your experience with HelloTech thus far. After reviewing your account, I see there was a bit of an issue with how you were charged. You were told that it would be a one-time fee for the year to get the membership benefits. Being that you were given this information, we will honor this. Please respond to the email we have sent to complete the cancellation, as we need more information. 


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

    • Initial Complaint

      Date:01/20/2023

      Type:Product Issues
      Status:
      Answered
      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 billed for a membership fee the was never disclosed. Webpage is so convoluted that it is difficult to cancel this phony annual membership

      Business Response

      Date: 02/02/2023

      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 the amount you received in member discounts is less than what you paid in member fees, the membership has been canceled. Regarding it being hard to cancel, we have taken your feedback and others and are updating the cancellation process, making it easier for customers to opt out of membership.

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

    • Initial Complaint

      Date:01/19/2023

      Type:Product Issues
      Status:
      Answered
      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 December 31st I had a Hellotech tech come to provide a wall bracket and hang a ** on the wall. The charge for the bracket was $98 dollars and the tech said they were asked to buy the brackets themselves and the budget was$20. This was a horrible bracket that was impossible to get behind to fit cable or adjust to make it level. When the tech fitted the ** it was not straight, but he said he couldn't do anything about it.I called customer service 4 times one time on hold for 45 minutes. After 19 days I finally got to speak to a supervisor who said it need to be escalated and they would be back to me in 3 to5 days.So much for the website that says if its not right lets us know and **************

      Business Response

      Date: 02/02/2023

      First, I would like to apologize for your experience with HelloTech thus far. After reviewing your account, I see that you opted to have a mount provided by the technician. Being that our technicians are contractors, we do not provide them with mounts to complete the service. They are required to pick up and pay for the mounts themselves. So when choosing a mount, they factor in their time and expenses, such as gas, into the price?

      Either way, as stated by support, we would have been happy to redo the service with the mount you provided. I do see that the follow-up never took place and that someone from support has reached out to you requesting information in order to process the refund.

      Please respond to them at your earliest convenience to get the situation resolved. Should you have any questions, please feel free to reach out to us at ***********************************

    • Initial Complaint

      Date:01/19/2023

      Type:Product Issues
      Status:
      Resolved
      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 August of 2022 I had Hello Tech fix a problem on my computer and paid a one-time fee of $19.99.Now I see they have been charging my card since then every month and I never signed up for any membership nor did I ever get any emails from them confirming that. I called Hello-tech and they canceled my membership that I never signed up for but refused to refund the charges.I want a refund of: $99.95.

      Business Response

      Date: 02/13/2023

      First, I would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see the order was self-booked along with the membership program. Being that you were enrolled in the membership program, you saved money $79 on your orders. We have refunded you $40, which is the difference between what you paid in membership fees and the amount in would have paid in services without the membership.


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

      Customer Answer

      Date: 03/02/2023

       
      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,

      ******************************

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