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:10/24/2022

  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.

  HelloTech was hired in September 2022 to replace all the batteries in my ********** alarm system. I made this explicitly clear to the CSR I was speaking regarding the service call I needed the batteries replaced. On September 21st, the technician came to my house without batteries and did not complete the task that the technician that HelloTech was paid. I've emailed them several times regarding a refund and they have been unresponsive
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/10/28) */
  First, I would like to apologize for your experience with HelloTech thus far. After checking your account, I saw you requested to have the batteries replaced for your ********** system. While this is something we can do, it unfortunately, was not communicated that the batteries are not included in the service. Being that the service was not completed a refund was issued, but may take 5 - 10 business for the funds to reflect back in your account.
  
  
  Should you have any questions, please do not hesitate to reach out.
  
  
  Consumer Response /* (2000, 7, 2022/11/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/12/2022

  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.

  I hired HelloTech to send someone to my home to resolve my tech problems. My main issue was that I could not print or scan from my macbook laptop to my printer. They sent a man named ***** to my home. ***** said he couldn't get my printer to print or scan from my laptop in the normal way, with the proper ** Driver. So, he installed a driver for a different model of printer and said it does indeed print now. It looked like it printed--he was printing so I thought it worked. The next day I sat down and tried to print my document and it wouldn't print. I do not know if he went into a special area on the computer to make documents print or what, but I could not get it to work. I went over to my mom's house to print my documents (that was what I usually did when I couldn't print from home). Unfortunately whatever ***** did has now disabled my ability to print from *********** printer. This made my situation much worse. I can't print from anywhere now. I emailed HelloTech the next day and told them my issue didn't get resolved. It has been over a month of back and forth emails (23 to be exact). They promised they would get a tech to call me for a remote appointment and hopefully that would resolve my problem--but if it didn't, they would send someone out to my house again. I've been promised calls numerous times and no one has called. I even had a set appointment where I stayed home all morning to take a remote call from a tech and they never called me. Apparently someone called later that afternoon (but I had told them I couldn't take a call in the afternoon--pretty crappy!) They have repeatedly blown me off. I have now requested a refund 2-3 times and they say someone will contact me and it never happens. They took my money and made my tech problems worse, not better. Basically, they stole my money! I want my money back. Terrible business!
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/18) */
  First, I would like to apologize for your experience with HelloTech thus far. After reviewing your account, I see that we did have an issue finding someone to do a remote conference within your requested time frame to try to get things back on track for you. Sometimes with computer issues, it's not always so straightforward and can take longer than expected to solve the problem, which you are a witness to firsthand.
  
  With that being said, a customer should not have to pay for services that were never rendered. Due to this, a refund has already been processed, and you should see the funds reflected back in your account within 5 - 10 business days, depending on your card issuer.
  
  Should you have any further questions, please do not hesitate to reach out to us at **********************
  
  
  Consumer Response /* (2000, 7, 2022/10/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept the response from Hellotech as they apologized and refunded me what I paid since I didn't receive services. Thank you.

• Initial Complaint

  Date:10/12/2022

  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 booked a service with HelloTech for Saturday Oct 8th. They quoted me a price of $357.00 for mounting my TV and concealing the cords in the wall. My original appointment was for 12PM on Oct 8th. At 12:05PM, I called to check if my tech was on his way. I found out that he needed to reschedule, so I did, begrudgingly, for 3PM that day. 3PM comes and the tech arrives. He informs he he cannot do the job I booked (specifically the cord concealment) because he doesn't have the proper tools. He left without performing ANY services - not even mounting my TV. I called HelloTech IMMEDIATELY after he left to inform them that he did not complete any services, and not to charge me since nothing was done. I was assured I would not be paying, since I did not actually receive service. To my surprise that evening I saw a $357.00 charge from HelloTech. I called the next day to ask why I was charged, since I specifically communicated that nothing was done. I was told I would receive a refund in 2-3 business days. Today is the 3rd day. I've called back and they informed me that not only is my refund still not approved, but it will apparently take an additional week after approval to receive my refund. This company is incredibly dishonest and misleading.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/18) */
  First, I would like to apologize for your experience with HelloTech thus far. After reviewing your account, I see that the service was incomplete, although the job was marked as done. We have issued a full refund for the service and since addressed the situation appropriately with our technician.
  
  Should you have any additional questions, please do not hesitate to reach out to us at [email protected].

• Initial Complaint

  Date:10/09/2022

  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.

  9/18/22 & 10/7/22 charges of $218.90 & $94.05 respectively. The former charge was for inherent services to remove & replace an existing TV console, that required no assembly, however rhe merchant titled the proj wrongfully as "furniture assembly ". Thereby mis scoring & tus mis quoting the proj. Additionally, the consoles are not large items in terms of weight or dimensions, thus further adding additional $100 as large item wrongfully. On top of that the service scope required the merchant to remove & replace inplace/existing electronics, a o the cause of my improper or dis functional electronics is a direct result of merchant inability to correct. Further on 10/7/22i gave merchant a chance to correct. However the merchant sent the same 1st provider & he further weren't the situation by taping me unauthorized & not correcting any of his 1st failures.
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/13) */
  First, I would like to apologize for your experience with HelloTech. After reviewing your account, I see that a technician went out to assemble your TV console for you that was still sitting in the box upon arrival. According to the job notes and communications from you on your account, the console weighed 200 lbs which would qualify as a large item. We are very sorry for any inconvenience behind this matter, as there seems to have been some confusion.
  
  Should you have any further questions, please do not hesitate to reach out to us at *********************.

• Initial Complaint

  Date:10/06/2022

  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.

  I requested HelloTech to install some electronic equipment in my new home. I started this process on September 14, 2022. As of today, 10-6-22, I still don't have all of my equipment installed. I have constantly had to call them to request technicians. The first THREE technicians started working on our equipment and then failed to come back to finish the job. The first one came late and asked could they come back to finish the job the next day because it was getting late. He came back late again the next day and still didn't complete the job. He then told us he would have to schedule another time to finish the job because he was going out of town. We requested another technician. The next technician finished some of the work the first. But once again, he left without completing the whole job. He then informed me that he will be out of town the whole next week and he would contact me when he's available again. We contacted HelloTech to request a third tech. He did stay late on a Friday night to get as much done as he could but wasn't able to complete everything needed. Now he's not responding. The common thread is all three technicians marked the job as complete. As a result, every time I call HelloTech, they put in the request as a new order. I explained to them that I am still trying to get the original job($858.00 in total cost, plus $69 for another charge they added later). I specifically explained to them that I shouldn't be charged for any more services because I'm trying to get the services complete that I've already paid for. They assured me there would be no more charges. To my surprise, the next day when I checked my checking account, they have charged me another $444 for another job that isn't complete. I have been calling me daily and each time they tell me my account will be refunded and it will take 2-3 business days to reverse the charges. Each time I call, they act like they've never talked to me before. It's very frustrating and I'm fed up.
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/10/13) */
  First, I would like to apologize for your experience with HelloTech. Having multiple technicians come out and be unable to complete the job is, of course, frustrating. You had a big job to complete with several services that took longer than they should have been finished. However, given the amount of services and all of the different places they were working in your home, while speed is a factor, we'd rather our technicians complete the job correctly and to the customers liking over quickly.
  
  Regarding the technicians marking the jobs completed prior to all services being finished, prior to your experience, there was no way to separate completed tasks from incomplete tasks. Although this was not an ideal experience for you, your feedback is going to help improve as we are implementing a new layout allowing technicians to separate completed jobs from incomplete jobs. We can not thank you enough as this helps us to improve our business.
  
  As for the additional charge. After reviewing your account, I see that there was a preauthorization hold placed on the account, but the funds were not pulled from the account. The hold on the funds was released and should be made available in your account. Please check with your card issuer to confirm this information.
  
  Should you need any further assistance, please do not hesitate to reach out to us at **********************
  
  
  Consumer Response /* (3000, 7, 2022/10/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I appreciate your response, but that doesn't excuse your technicians starting a job and then just leaving the work undone and going on vacation or deciding to finish the job when they find the time. That is unprofessional and is making me make the decision to discontinue using HelloTech services because I no longer have confidence you your team completing services I pay for.
  
  
  Business Response /* (4000, 9, 2022/10/25) */
  We agree that there's no excuse. We have not only addressed this issue with our staff members appropriately but will be using this situation as a training tool to improve our customer experience. We thank you for your feedback, as it gives us an opportunity to get better.
  
  
  If you need any further help, please do not hesitate to reach out to us at **********************
  
  
  Consumer Response /* (2000, 11, 2022/10/25) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  At this point, I am just moving on and will never use HelloTech again for future services.

• Initial Complaint

  Date:10/04/2022

  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.

  On 8/27/22 I had a technician come to the house to install my **** thermostat. He arrived in the morning and left after apparently installing the thermostat. About an hour later the AC stopped working. I called customer service and they said they would send a new tech to fix. I called multiple times during the afternoon as no one showed up. At 8pm they were about to close and my house was over 90 degrees. I spoke to a rep who said he would cancel my order and refund my money paid. I had to get a real AC company after hours to fix my botched repair. I still have not received my refund and have been given the run around by this company stating it was in process. It's now 10/3/22.... I don't believe they have any intention of refunding my money. This company is disgraceful
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/10/07) */
  First, I would like to apologize for your experience with HelloTech thus far. After reviewing your account, I see that a follow-up order was needed and ultimately canceled, determining that the service was not completed. Unfortunately, we were unable to get a technician out on the same day. While we would have loved to remedy the issue, we are glad you could get things back working correctly.
  
  
  Regarding the refund, when I checked the status of the charge, I see that a refund was processed and should reflect in your account in 5 - 10 business days, depending on your card issuer.
  
  If you need any more help, please do not hesitate to reach out to us at **********************

• Initial Complaint

  Date:10/03/2022

  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.

  On September 19th, 2022, a technician from HelloTech arrived at my home to install a Nest Hello video doorbell. The technician took a personal call during my appointment resulting in poor installation which stopped working, and he also cracked the side of my video doorbell. In addition, the technician stole my old doorbell without my permission. It has been over two weeks and HelloTech has done nothing to return my doorbell, refund me for my service appointment or replace my cracked video doorbell. Each time I call, I'm told that a new ticket has been "raised," but I never recieve a resolution. I've had a hole in my wall for the past two weeks and have no working doorbell. I would like for the company to refund me for my service appointment, and to provide me reimbursement for a new video doorbell.
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/07) */
  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 regarding your damage claim on October 4th, 2022 at 7:54am to get more information and did not receive a response. Please respond to the email that we sent so that we may process your claim.
  
  If you have any questions, you may also reach out to us at **********************

• Initial Complaint

  Date:10/03/2022

  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.

  9_20/22 provider removed existing electronic devices fom existing TV console (lrge furniture) than replaced existing w/ new TV consoles that required no assembly. Than he reconnected the existing wiring/ cables to electronics including sub woofer. One problem the sub workweek did now work after re connect & provider did nothing to resove. Now merchant had been asked to correct 4 times ? All occasions denied that scope of provider word involved the sub woofers. Not true
  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/10/07) */
  I understand that you've had some frustration with getting your desired services completed. After reviewing your account, I see that there was some confusion regarding the job you wanted us to do. Our customer support agents were correct in stating that the work you wanted was out of scope for us as a company. While a technician might be capable of completing a service because of their knowledge, there are certain jobs we do not take on in order to limit risk and liability. When this is the case it is either to protect us, our technicians, or both.
  
  Should you have anything further questions, please do not hesitate to reach out at *********************
  
  
  Consumer Response /* (3000, 7, 2022/10/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It is a bit disingenuous to now after my compliant to say "your customer service was right in saying the work was out of scope for your company " & now say yor technician can do the work otherwise. You fell to take responsibility The technician was and still remained as your employee both than & later. You are responsible. Therefore your logic is wrong period. Furthermore, if u send this charge to collection/billing than you are in violation of of the fair practice collection act & the same for the State ************
  
  
  Business Response /* (4000, 9, 2022/10/19) */
  I'm not sure what you mean about us saying this now after your complaint Mr. ********. I listened to several calls between you and several of our customer service reps, who tried to inform you that the work you requested was out of scope. Each time they told you that the work was out of scope, you disagreed and told them that we could do the work.
  
  Again, respectfully, while some of our technicians might be capable of completing what you're asking for, it is not a service that we currently offer, and because of that, the job is out of our scope for us.
  
  If you need any more help, please do not hesitate to reach out to us at **********************

• Initial Complaint

  Date:09/29/2022

  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 an order from HelloTech to mount 2 TVs, 1 soundbar, and provide in-wall coord concealment. The initial technician showed up well past his designated time slot, mounted the two TVs, but then said he couldn't finish because he did not have a coord concealment kit. A follow up appointment was made with another tech to mount the soundbar and do coord concealment. That tech also showed up way late and also didn't finish either the soundbar mount or coord concealment. That tech left my house with a big hole of drywall cut out.
  
  I have requested a refund from HelloTech but haven't gotten it, I should do more than that since their technician damaged my house and never returned to fix it.
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/10/11) */
  First, I would like to apologize for your experience with HelloTech thus far. After looking over your account, we see that someone contacted you about the service to help get this issue resolved, but unfortunately, we haven't heard back from you.
  
  
  Please respond to the email or reach out to us at ********************* at your earliest convenience so that we may assist you.
  
  
  Consumer Response /* (3000, 7, 2022/10/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have no missed calls or emails from the company. The last email I received over 2 weeks ago was an automated response that said they would get back to me within 48 hours, which they did not.
  
  
  Business Response /* (4000, 9, 2022/10/25) */
  We do apologize if you forgot that you received our email, but we sent one on 10/07/22 at 9:31 am asking if you just wanted a refund or to get the damage fixed as well. You responded on 10/18/22 at 1:52 am, ultimately saying you just wanted a refund and that you would fix the damage yourself. We reached back out on 10/18/22 at 7:32 am, letting you know that the charge was already disputed and decided in your favor, and then asked if you would like to proceed with a damage claim. That was our last communication, as we are still waiting to hear back from you.
  
  
  If you still need help, please feel free to reach out to us at **********************
  
  
  Consumer Response /* (4200, 11, 2022/10/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I saw the e-mail in my junk folder, hence the delayed response. The company then said I needed to submit pictures for my claim. This is 3 weeks after they damaged my house, so of course I had repaired the damage and could not take pictures. So essentially this company wanted me to keep a hole in my wall for me to receive payment from them.
  
  
  Business Response /* (4000, 13, 2022/11/04) */
  For clarification, we stated that we needed the form filled out in order to proceed with your claim, then requested that you submit the form and send any photos you have of the damage. We never heard back from you to know if you had pictures or not to try to find another solution.
  
  If you would still like assistance with your claim, please fill out the form so the damage claim department can contact you.