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:01/31/2023

  Type:Billing 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 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:

  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 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:

  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 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:

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

• 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 **********************