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:01/16/2023

  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.

  I contracted with Hellotech to put a basketball goal together. Someone was supposed to show up yesterday. No one showed. The customer service number listed did not work. I sent several messages to reschedule but no one replied. I canceled and they charged my credit card $25 without my permission.

  Business Response

  Date: 02/01/2023

  
  First, I would like to apologize for your experience with HelloTech thus far. After reviewing your account, we do see that the appointment was later canceled. Being that the appointment date was missed by the technician we have started the refund process for the cancellation fee. It should reflect back in your account in 5 - 10 business days.
  
  
  If you have any questions, please feel free to reach out to us at **********************************.
  
  

• Initial Complaint

  Date:01/13/2023

  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.

  A CON designed to sell devices at an inflated price with the offer of an installation service, only for them to back out of the installation at the last minute. I bought a Ring Floodlight Wired Pro with installation on Monday 9th January and was due to have my Ring Floodlight Wired Pro installed on Saturday 14th January. At 8:08 pm on Friday 13th January I had the Hello Tech call me and ask if I had existing wires at the location of the light to connect to. I told him no, that I have an electrical circuit in the garage, but he would need to run a line from the circuit to the location. He told that he is unable to do this and in order for him to install it the wires would need to be at the precise location of the unit, and therefore he won't be coming. Nowhere in the purchase process does this website mention this stipulation. It asks me if I have an existing security system and I indicated 'No' and It allowed me to proceed with the order..I would not have purchased from Hello Tech if it were not for the offered installation service. Now I have to go to a third party electrician to install as the tech also informed me he, and the other installation techs, are not qualified to wire these units in. If it was just a matter of connecting two already existing wires to the unit I I would have bought this from Amazon at a cheaper price and done it myself. This feels like a con to just get me to purchase the light from Hello Tech at an inflated price with the false promise of installation. Furthermore there is no telephone number on the Hello Tech website and the number provided on the ****** listing no longer works.

  Business Response

  Date: 01/23/2023

  First, I would like to apologize for your experience with HelloTech thus far. After reviewing your account, I see you purchased a floodlight with installation. Unfortunately, the service could not be completed due to the need to install a new wire. While we can connect a floodlight when there is an existing wire, when there is not, it is a job better suited for a licensed electrician. Since this was not clear during the booking process, we will be updating the questionnaire for the floodlight installation.
  
  Regarding the inflated pricing, if you check competitors' websites, such as Amazon and Best Buy, you will see that our pricing is comparable, if not the same as what they have for the same products at retail price. If you decide to look up the products on our competitor's website, please double-check that it is the same model and in new condition to get accurate information.
  
  Additionally, if you still need help now or in the future, you can find our company phone number at the bottom of our home page under support.
  
  Should you have any further questions or concerns, please do not hesitate to reach out at ***********************************

• Initial Complaint

  Date:01/12/2023

  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.

  October 2022I was Refered to a company by the employees of *************** when I needed a simple help to install my printerTo a company called ,hellotech, I assumed this company was part of Bestbuy and I did not like their service .. the Best Buy manager told me the ware not aware of such accompany and they have their own technical support Now I am charged monthly $19.99 a month membershipI was not informed initially to be helped by Best Buy but Refered to some one else who is not related to Best Buy , under falls pretenses

  Business Response

  Date: 01/20/2023

  First, I would like to apologize for your experience with HelloTech thus far. After reviewing your account, I see that the order was self-booked and the membership was self-initiated. Being that the amount that you saved in member discounts was less than what you paid in membership fees, I have canceled the membership and refunded the membership fee from the date you called in to cancel.
  
  Should you have any questions, please don't hesitate to reach out to ***********************************

• Initial Complaint

  Date:12/28/2022

  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.

  On December 16th, I had scheduled an appointment with HelloTech to install a************* Connector to my HVAC system. My appointment was confirmed and scheduled for that morning at 0900. at 1030 that morning, no one showed up and I had not received any communication from HelloTech. I contacted them and they said they would get in rescheduled within the hour. Over 2 hours later, I had a new appointment set up for later in the day at 1600. My tech finally showed up at 1630. He worked for over an hour attempting to install the power connecter; however, he did not have the knowledge of how to do it. No service was ever completed. He told me that he would not get paid if I did not sign for the service so I signed. He also told me to contact HelloTech for a refund because " they are like a big Amazon company and there won't be an issue to refund the service". I have contacted HelloTech almost every day since via both live chat and phone call inquiring about my refund. I have been told every single time that I will be getting a refund but the "escalation team" needs to approve it. I have been told a variety of excuses such as they need more information from the tech about the inability to complete the service or it's escalated to the highest tier but there is a high volume of calls right now that they are dealing with. My service was never completed, I was lied to about signing for the service, and continue to receive a runaround regarding a refund even thought I have been told that it is being processed.
  

  Business Response

  Date: 01/05/2023

  Consumer Response /* (2000, 6, 2023/01/04) */
  I have received my refund and no longer need a response from HelloTech. I would still like my complaint published.

• Initial Complaint

  Date:12/27/2022

  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.

  Technician for company came out to my home to fix desktop on November 11th, 2022. Technician said he had to take desktop back to his place to complete service since he had ************ at his home. He told me to expect to hear phone call from him within 24 hours. After 72 hours I called his phone number and he did not answer. I then called Hellotech and they told me to file a police report. As of today, there is a warrant out for the technician's arrest. Hellotech charged me $140 for the service and the technician stole my $652 desktop. After a month and 8 phone calls to Hellotech, they refunded me the $140 service charge. They however will not accept responsibility for the stolen computer by their employee and told me there is nothing they can do. I am left with no computer that I needed for work, and Hellotech has not tried to offer any solutions or comfort to the damage that has been caused by their employee, and have hoped that I would forget the incident entirely.

  Business Response

  Date: 01/13/2023

  First, I would like to apologize for your experience with HelloTech thus far. After reviewing your account, we do see that you called to let us know about the situation. Unfortunately, being that we technicians are contractors, and we are a service-based business that specifically assists customers in home or over the phone, which can be seen on our website, we wouldn't be able to assist with the refund for the computer.
  
  
  Again, we do apologize for the experience that you've had. If we can be of any assistance, please let us know to reach out to us at ***********************************

  Customer Answer

  Date: 01/19/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They are not accepting responsibility for the contractor/technician coming to my home with my family there and stealing our computer. We have no computer directly due to their contractor that is with their company. I do not accept this response.This is abush league response from a **** league company.

  Business Response

  Date: 02/01/2023

  We understand your frustration. Unfortunately, when dealing with an independent contractors, the liability falls on the contractor. It would be the concept if you requested an Uber driver. Go after the Uber driver for damages in the event of an incident.
  
  Should you have any further questions, please do not hesitate to reach out at ***********************************
  

• Initial Complaint

  Date:12/21/2022

  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.

  12/19/22 I called hello tech to install my ring flood light video camera. I requested a 12-2 pm appointment on 12/20. They needed a credit card to book the appointment, and I was assured that my card would not be charged until the job was done. I was told that as long as I canceled within 24hrs of the appointment I would not be charged or within that time $25. We canceled within an hour or two of the booking and was charged $50. I would understand the $25 because they set my appointment for 1 pm and I canceled around 3 or 4pm . It is to technically in their favor. To charge someone like that. I would never do business with this company ever again. They are heartless crooks.
  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 5, 2022/12/30) */
  First, I would like to apologize for your experience with HelloTech thus far. Regarding the cancellation fee, you may have misunderstood customer support when they explained the cancellation policy. When canceling an appointment within 24 hours of the appointment start time, a $50 charge is assessed.
  
  Being that the appointment was scheduled for 1:00 pm and you canceled at 3:33 pm, you were already within the 24-hour appointment. In order to avoid the cancellation fee, you would have then needed to cancel the appointment before 1:00 pm. We understand that having a next-day appointment may have confused you. With that being said, we have refunded the cancellation fee. Please allow 5 - 10 business days for the funds to reflect back into your account.
  
  Should you have any more questions, please do not hesitate to reach out to us at **********************

• Initial Complaint

  Date:12/17/2022

  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.

  I had a window of **** for the tech. At 12:30 a cancellation text came. I called and extended the time to 2 pm. Nobody ever showed up. The service *****. It's plain rude for me to wait hours for some a****** not to show up.

  Business Response

  Date: 12/27/2022

  First, I would like to apologize for your experience with HelloTech thus far. After reviewing your account, I do see that the technician did not arrive in the appointment window and that the appointment was ultimately canceled. We have addressed this issue with our staff appropriately and will continue to work to improve our customer service.
  
  Regarding your desired outcome of a refund. I checked your account, and the card on file was not charged. What you saw on the account was the pre-authorization hold. This is placed on the account prior to the service and is only charged once the service is completed. Being that the service was not completed, your card was not charged.
  
  If you need any more help, please do not hesitate to reach out to us at **********************************.
  

  Customer Answer

  Date: 01/02/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The whole experience was a vast disappointment. I wasted hours of my valuable time sitting around for nothing. Rude customer service. Impossible to speak to someone who actually knows what's going on. **************** appeared to be overseas.

  Business Response

  Date: 01/13/2023

  Thank you for your valuable feedback. As a company who is always striving to better serve our customers we will continue to work to create a more enjoyable seamless experience no matter what facet of our business a customer is going through.

  Customer Answer

  Date: 01/19/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Company wasted my time, had lame non-excuse excuses and basically stole my valuable time by making me wait for nothing. They ****.

• Initial Complaint

  Date:12/13/2022

  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.

  We paid $300 for hosting fees for two websites -************************************ We have been unable to approve web design / hosting for a 3rd website - ************************* and we have expressed an interest to terminate the services of the company. Since this notice, the company has refused to provide administrator access for **************************************
  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 8, 2022/12/30) */
  Hello,
  
  We would like to respectfully inform you that we are not the company you were hoping to leave a review for. We do not offer hosting products or services or anything related. We'd like to encourage you to check your records to see what company you contracted in hopes that you can reach a resolution with them.
  
  Kind regards,

• Initial Complaint

  Date:12/12/2022

  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.

  I created an Order to have a TV mount put on my wall December 2nd. A technician was assigned that same day. 10 minutes before the appointment he canceled the appointment. The same technician did this 3 separate times. I made a phone call to HelloTech and they apologized over and over and assigned a new technician and asked if I could open my availability, I did. I open my availability to any time. My new technician then did the same thing. Today was my third technician and another cancellation. Instead of calling again I just canceled the order. As soon as I canceled they charged me $99. I had to call support again and they apologized and apologized. I want my $99 dollars back! I wish I could charge them $99 for every cancellation of this order I would have almost $700. They said they had to take this to their supervisor, I was told to check my emails and texts for a refund.
  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 5, 2022/12/22) */
  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we do see that there were issues with getting the appointment completed. We have addressed these issues with our staff to meet the expectations set.
  
  Being that the service was not completed, we have issued a refund for the service. Please note that it may take 5 - 10 business days to reflect back in your account.
  
  Should you have any questions, please do not hesitate to contact us at **********************

• Initial Complaint

  Date:12/11/2022

  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.

  I ordered a smart thermostat installation. On the day of the appointment, the technician did not complete the installation. He stated he needed a part and never returned. I contacted support, and I was told a new technician would be dispatched. For more than 24 hours with no heat, a technician was never dispatched.

  Business Response

  Date: 12/27/2022

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, I see that there were some issues completing your service. Ultimately, you filed a damage claim which was resolved by our damage claim department restoring everything to its normal order.
  
  Should you have any questions, please do not hesitate to reach out to us at **********************************.
  
  

  Customer Answer

  Date: 01/02/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  On December 12th a damage claim was submitted. I was informed it would take 5 business days to receive payment. On December 20th I sent a follow up email and I was informed payment was issued which it was not. On December 29th I was told the policy change to 1-2 weeks for reimbursement. I replied that 2 weeks had passed no response.
  See Attachment/File: Gmail - Damage claim - ******

  Business Response

  Date: 01/13/2023

  After reviewing your account, we do see that the reimbursement was processed. If you have not received it by now, please reach out to ***********************************

  Customer Answer

  Date: 01/19/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business reimbursed the damage however they have not reimbursed for the services not rendered

  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 someone from support has assisted you with your refund.

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