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:03/10/2023

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

• 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.

  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:

  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.

  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:

  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.

  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:

  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 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:

  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.

  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,
  
  *********************