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:12/10/2022

  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.

  This business is a shame. The technician never showed up to any of the appointments scheduled and rescheduled by them. Unless you are person that doesn't mind taking time out of their day to wait around for no one to show up then this place is perfect. Their cancellation policy is very strict with fees when they can't even show up is ridiculous. I requested a refund after the third attempt of no one showing up for their appointment and I am skeptical that will happen based on how they do business.
  

  Business Response

  Date: 01/04/2023

  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 see that the technicians who accepted the job ultimately canceled the appointment. We have addressed these issues with our staff to meet the expectations set.
  
  Regarding the refund, I checked your account, and according to our records, there hasn't been a charge on the account. If you still need assistance, please do not hesitate to contact us at **********************

• Initial Complaint

  Date:12/08/2022

  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.

  Paid for service to mount/hang a ** and to conceal the wires. ** to be placed above a mantle between 2 built in bookcases. The tech (nice enough guy) lacked basic skills and did not have proper equipment. Started by measuring and drilling holes for mount. He had the mount on the wall when I saw that it was grossly uncentered. He measured again and assured me it would be centered. When the ** went up, no surprise, it was horribly off center. He actually said it looked good. I refused and told him to remount in the center. The second time, he wanted to mount to cover the holes he drilled and was about to mount the ** off center a second time until I stopped him and measured myself. After the ** was up, we measured where to drill a hole into my bookcase for there wires, a hole just large enough for the plug. He actually drilled a very large hole 5" lower than where I told him to drill. He then placed a $2 plastic strip over some of the wires - you could still see wires beneath the tv, and because he drilled the hole too low and did not have any other product to conceal the wires, you could see wires going into the bookcase. He actually thought it looked good. Now, the whole process of hanging 1 ** and ruining my bookcase took 3 hours and 45 minutes. I was done with him. I then called and explained my situation and wanted a full refund. I was told I would hear back in***** hours. No call back after waiting. Called a second time, same response, wait ***** hours. No call back after waiting. Called a third time, as much as I tried, they would not let me talk to a supervisor and assured me a supervisor would call me back. No call back. Called a fourth time and was told no supervisor was on line. Horrible workmanship. Still trying to get my refund. Would never ever do business with them again.

  Business Response

  Date: 12/22/2022

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, I see that I do see that you had to call several times after your service to try to get a refund processed. There seem to be a misunderstanding between you and support. While you were just trying to get refund support was trying to get you to feel out the damage claim form so that someone could reach out to you from the damage claims department.
  
  While we want our staff to follow company guidelines, listening to our customers is always important. With that said, we have addressed this matter with our staff appropriately to better serve our customers and reduce the number of times a customer has to call in to get assistance with their request.
  
  Should you have any questions, please do not hesitate to reach out to us at ***********************************

  Customer Answer

  Date: 12/23/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company finally refunded my payment after 9 phone calls. There was never a misunderstanding from my perspective, I was always very clear on my expectations. The photos I submitted clearly showed the ineptitude of their service employee. A note to others - on 7 of the 9 phone calls, I was 'promised' that someone would call me back... that never once happened.

• Initial Complaint

  Date:11/28/2022

  Type:Billing 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.

  ******* could not install a coax cable in my basement so recommended a subcontractor, Hello Tech. to see if they could do it. I scheduled an appt for October 26,2022 in the evening t9 see if they could run the cable. An estimate of $224.10 for the work was quoted and they said it would not be charged unless the work was completed. A subcontractor of hello tech came out on 10/26 and said he could not do the work and needed to schedule another appointment and that it would be an additional $249. We scheduled him to come back to do the work in a week but the next day my credit card was charged for both the$224.10 and the $249. I called and canceled the appointment for the following week. No work was done. I requested a full refund of the $473.10 but was told that they didn't come out for a free estimate. I disputed the charges with my credit card company but Hello Tech keeps lying to them and saying that I approved that the work was done when nothing was even started let alone finished. I have contacted Hello Tech several times about this refund and I was told on 11/21/22 that the refund was processed on 11/11/22 and should appear on my credit card by 11/25/22. I called again on 11/28/22 and was told it wasn't processed yet but was still being reviewed. I keep getting the run around for this refund which should never have been charged in the first place. I just want my full refund as they have lied every time I've called. This company is not to be trusted. Please help me get my money back!! Thanks.
  

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 9, 2022/12/20) */
  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, I was able to confirm that the job had not yet been completed. This was due to the technician marking the job completed at the end of the initial service. We have addressed this issue with our technician appropriately and started the refund process for you. Please be aware that the refund may take 5 - 10 business days to reflect in your account, depending on your card issuer.
  
  Should you have any further questions, please do not hesitate to reach out to **********************
  
  
  Consumer Response /* (2000, 12, 2022/12/22) */
  On December 20, 2022, Hello Tech submitted refunds for both charges fur a total of $473.10 and they have posted to my credit card account so this dispute can be closed. Thanks to Hello Tech for taking care of it.

• Initial Complaint

  Date:11/26/2022

  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.

  ordered an installation for my cove home security system. I was told that the installer would be at my home on Wednesday November 23rd at 12 noon. I received a text message that the installer was running late and that they would be arriving at 2 pm. I received another text message at 1:30 pm stating that they would not be arriving until 3pm. I received another text a few minutes before 3pm stating they would not be arriving until 4pm. 4pm came and went and it was not until after 5pm that the guy showed up which was over 5 hours after my scheduled appointment.When he arrived I showed him where I wanted the exterior camera installed. He took the light unit and dropped it in the flower bed and just left in his car without informing me. Maybe he had a personal issue to deal with, not sure. He also seemed unsure about the system and frazzelled. I couldn't belive it. No communication, very un professional.I called up HelloTech and told the phone representative what happened. I got an apology, however no clear explanation as to why I was treated so poorly. To add insult to injury Hello Tech charged me a $25 fee which showed up on my credit card, which I consider a slap in the face, especially they way I was treated. I am getting ready to notify Cove about this terrible experience.

  Business Response

  Date: 12/13/2022

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that you did have issues with your service. We have addressed these issues with our technicians appropriately.
  
  As for the $25 fee, we see that it was refunded and made available on November 30, 2022.
  
  Should you have any questions, please feel free to contact us at **********************************.
  

• Initial Complaint

  Date:11/22/2022

  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 hired hello tech to mount provide mounting material and hide wires for two tvs 3 week's Ago The installers made 4 unnecessary holes; left a message and overcharged me on dismantling 2 tvs instead of one I have called their foreign based customer service at least 6 times provided pictures filled out a damage report Each time they apologize profusely and say there "escalating" the matter to higher management That's been a joke They advertise 100percent customer satisfaction What a joke Please help me Thanks

  Business Response

  Date: 12/06/2022

  First, we would like to apologize for your experience with HelloTech thus far. After a review of your account, we see that the damage claim form was filled out, but no photos were submitted. We then reached out on November 16th, 2022, at 8:46 am, to request photos. We received a response from you with pictures and an inquiry about an overcharge on November 16th, 2022, at 11:57 am, to which we responded at 12:49 pm to see if we could set up a follow-up appointment and get more information about the overcharge. Since then, we have sent two additional emails, one on November 24th, 2022, at 12:59 pm and one on December 3rd, 2022, at 9:38 am. Unfortunately, we have not received a response back.
  
  Please respond to the damage claims department as soon as possible to proceed with your claim.
  
  Should you have any further questions, please do not hesitate to reach out to us at ***********************************

• Initial Complaint

  Date:11/15/2022

  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.

  After scheduling with hello tech to have my 77 inch flatscreen television mounted to a concrete wall. I questioned the tech before arrival and at arrival if he was experienced and qualified to mount to concrete such a large set and how he would do it being only one person? The tech assured me that he was well qualified and experienced, this was far far from the truth. Not only did you tech not have the proper tools he was so high on some type of drug that he could not even begin to comprehend the instructions to the tv mount. The tech after borrowing tools because his were not adequate to drill through concrete, mounted the backing plate to the wall in completely the wrong place. The tech and his so-called brother who came with no credentials to help mount the television pondered the instructions through them aside and cut open all the hardware and attempted to assemble without instructions, stripping numerous bolt holes. After an hour and a half attempting to decipher how to build the tv mount with no progress I explain to them I had lost all confidence in their ability to complete the job and ask them to leave my house. I now have a backing plate mounted to the wall in the wrong position in concrete and a TV mount with stripped bolt holes that needs to be replaced. I've received no response whatsoever to the damage claim I've made with hello tech I was asked to give them 24 to 48 hours. This was seven days ago. Hello tech does not vet employees or drug test employees obviously. They do not tell you that they will arrive in their own personal vehicle unmarked with help with no credentials. I would like the wall mount removed the holes fixed the mount attached in the correct position the TV mount replaced and a qualified technician to complete the job? I've waited seven days for a response from hello tech nothing.
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/11/29) */
  First, I would like to apologize for your experience with HelloTech thus far. We understand there were some issues during your installation, as well as getting the damage claim form submitted.
  
  Regarding the technician, we have taken your experience and addressed the situation appropriately with the technician.
  
  As for the damage claim, we, unfortunately, did not receive the first form that you filled out. There can be a couple of different causes for this. But nevertheless, a new form was submitted and received on November 19th, 2022, and again on November 26th at 9:13 am, to which we responded on November 19th, 2022, at 12:48 pm. As it stands, we are still waiting for a response to that email.
  
  As soon as possible, please reply to the email from the damage claim department, as we would like more information and help processing your claim.

• Initial Complaint

  Date:11/09/2022

  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 bought (2) locks from hellotech in October 2022 - both of which were not installed on my property and I decided I didn't need the locks anymore so I requested a refund. I contacted chat support 3 times in the past few weeks and every single time they told me it would take 24-48 hours to hear a response. I kept asking how they would reach out to me and they always said email. I would wait the 24-48 hours and call back asking them why they haven't reached out with directions on how to return these locks so I could get my refund. Finally I called them, and they said they would process the refund on the phone and it would take 24-48 hours to get instructions on how to return these locks. It's now been over 48 hours and I still haven't received a call. (1) lock cost me $246.17 and the other cost me $400.28. It seems like this company just refuses to give refunds for unused items. It's incredibly dishonest and misleading - I would never do business with these guys again. They basically robbed me - such a terrible, unprofessional and shady business!
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/11/18) */
  First, I would like to apologize for your experience with HelloTech and the lengthy delays. We were short-staffed due to covid. After reviewing your account, we see that someone reached out to you regarding this issue and has resolved it assisting you in getting a refund.
  
  Should you have any questions, please do not hesitate to reach out to us at [email protected].

• Initial Complaint

  Date:11/04/2022

  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.

  I ordered a new NEST thermostat from HelloTech, ORDER # ******, when I thought my old NEST thermostat had stopped working. Shortly after placing the order online, however, my old NEST thermostat started working again.I immediately went online and cancelled the order with an online/chat associate who said it was cancelled. But the thermostat was charged to me anyway. I have e-mailed several times and gone online about returning the thermostat for a refund, but they refuse to refund my money.
  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/11/15) */
  First, I would like to apologize for your experience with HelloTech thus far. After looking over your account, I see that someone contacted you about the return on October 17th, 2022, asking about the condition of the product. Please check your email, including your spam folder, to respond back so that they can help you in moving forward in the process.
  
  Should you have any questions, please do not hesitate to reach out to [email protected].

• Initial Complaint

  Date:11/04/2022

  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 9/17/22, I had a work order # ****** for the installation of 2 outdoor home security cameras and 2 indoor security cameras and my original appointment was confirmed for 10:00AM on 9/17/22, but the installation technician that was assigned to my job decided to cancel the job and I called HelloTech and explained the situation to them and they saw that the tech assigned to the job cancelled and for my inconvenience I was supposed to receive a credit of $25.00 given back to me on my credit card that was on file. There was another tech that completed the job at 9:00PM that day and did a great job, but I'm still waiting for my $25.00 credit and have tried on numerous occasions via e-mail to resolve this issue, but the response I receive from someone via message is "they are submitting my request to the Tier-2 resolution team". I contacted HelloTech several days ago and they reopened the dispute again, but 48 hours have passed, and I still haven't received my $25.00 credit. The notes on my account actually state that I am supposed to receive a $25.00 goodwill credit for the inconvenience from the first tech not showing up for my appointment. I would like my $25.00 refund back on my credit card.
  

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 5, 2022/11/15) */
  First, I would like to apologize for your experience with HelloTech thus far. After reviewing your account, I see that a $25 credit was issued due to the first technician being unable to make the original appointment and the second technician not making the requested time frame. This is not the experience we want for our customers, but we understand there are situations that our sometimes outside of our control. With that being said, we hope that the credit issued is even the smallest token to demonstrate that we value your business and you as the customer.
  
  Should you have any questions, please do not hesitate to contact us at **********************
  
  
  Consumer Response /* (2000, 8, 2022/11/15) */
  The refund has been resolved on 11/15/22 and I received confirmation that my $25.00 has been refunded to my credit card. No further action needed.

• Initial Complaint

  Date:11/01/2022

  Type:Customer Service 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.

  I made an appointment with HelloTech to mount my TV. They informed me that they would seek payment only after the job was complete. They sent out a text named ***********. He mounted my TV just fine. After the job was done he charged me $200. I gave him a $20 tip. For a total of $220. I thought that was the payment. Hello, tech was seeking. He made it seem that way. Two days later I was charged again by hellotech. A charge of $185.90. When I called to inquire why they had charged me twice, they informed me that the technician was not supposed to charge me at all. They said that he took advantage of me. They admitted that he scammed me. They said they would do an internal investigation. When I called back to inquire what had been done, they told me that he claimed he provided me with parts to mount my television and that I volunteered to pay him $200. I told them the only parts he provided me with were the screws to mount the TV. They told me it didn't matter because he claimed I volunteered it to him. I told them. Does that make sense? They told me they would continue to investigate. When I called back to inquire how I could get my money back. They told me they could do nothing about it. And as far as I know, *********** is still in their employment. Even though he scammed me out of $220, they refused to refund me my money. They claim there was nothing they could do about it even though *********** works for their company.
  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/11/18) */
  First, I would like to apologize for your experience with HelloTech thus far. We understand there were some issues with your service regarding an off-platform payment and that you felt taken advantage of. However, after reviewing your account, we do see that a portion of the off-platform payment was charged to cover the cost of the over-the-fireplace add-on service discussed with customer service, and as the technician states, the need to take pieces from his own mount to make your mount work. Being that this is not the appropriate action taken by our technician, we have addressed this issue with him and reached a resolution with you by having the technician issue a partial refund and us giving a discount on the order.
  
  We thank you for your feedback, as it helps us to improve. Should you have any questions, please do not hesitate to reach out to us at *********************.
  
  
  Consumer Response /* (2000, 7, 2022/11/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The refund was adequate. Although the tech continues to lie about the situation.