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:11/25/2024

  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.

  Date: November 23 ************** and tried to cancel. Was warned I would be charged a $25 cancellation fee, but was actually charged $50. The order was cancelled within 1 hour of booking for appointment, and there were more than 24 hours until the end of the service window.

  Business Response

  Date: 12/06/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we have confirmed that the charge was refunded on November 25, 2024. 
  
  Should you have any questions, please feel free to contact us at ************************************************************.
  
  

• Initial Complaint

  Date:11/21/2024

  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.

  Service requested: TV mounting on wall Complaint: Over a span of two days, November 19 and 20, 2024, I experienced five no-shows for scheduled appointments for HelloTech to mount my TV onto a wall. Terrible service. Each time I called them to find out what's going on, no one seemed to know. Based on my experience, I don't know how they stay in business.

  Business Response

  Date: 12/06/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we have confirmed that the job was canceled more than once and agree that a technician should arrive within the agreed-upon window. We have taken this as a coaching opportunity to better train the people who work for us so that we can continuously strive to offer the best customer experience to our clients. 

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

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22583269
  
  I am rejecting this response because:

  I'm please that helloTech accepts the basic facts of my complaint.  Your promised service that I prepaid for was never provided to me.  If you were really sorry and willing to take responsibility you would return the $99 I spent for the service not delivered.
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 12/12/2024

  Thank you for your response. Its not that we are unwilling to refund the $99. You paid through Targets payment processor so we are unable to issue a refund in the traditional sense. Additionally, when we asked if youve already disputed the charge, you stated that you had, with ******. Should the decision be decided in Targets favor, let us know so that we can issue a refund.

• Initial Complaint

  Date:11/20/2024

  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.

  Technicians cancel the service over and over again and dont show up. On all the forms I filled out they stated no charge until service has been completed. After a week of technician no shows they charged me $224 for the installation which never occurred. What a scam.

  Business Response

  Date: 12/05/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we confirmed that you werent charged. What you may have noticed on the account is the pre-authorization hold. If the service is canceled, this is released and returned within a few days. 
  
  Regarding the techs never showing up, your location is in a low-coverage area, making it challenging to source a technician. While we would love to service every customer, we arent able to get to everyone. We are implementing a new system that makes it easier for customers to see if they are within a service area.
  
  Should you have any questions, please contact us at ************************************************************.
  
  

• Initial Complaint

  Date:11/12/2024

  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.

  The HelloTech technician attempted to install two thermostats. After being unsuccessful, he entered my attic to access the furnace. He was then able to install one thermostat but not the other. We went back downstairs to close out the installation and he documented he was unable to install one of the thermostats because he claimed there were issues in the furnace in the attic. After he departed, I discovered that he stepped in the drywall in the attic instead of safely walking on the wood joists. This caused my ceiling to partially cave in with a huge dent that needs new drywall and patching. I contacted HelloTech and they told me this was being "transferred to tier 2 support because the agent had not properly documented the case". It's not my fault the HelloTech didn't document his own damage and seems like the company is trying to cover it up. I request a refund of the installation fee and an additional refund of $200 which is the quote I received to repair the drywall A photo of the damage has been uploaded for evidence and proof

  Business Response

  Date: 11/20/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we have confirmed that you called to report damage during the installation. Please be on the lookout for an email from the damage claim department to resolve this. 
  
  Should you have any further questions, please feel free to contact us at ***********************************

• Initial Complaint

  Date:11/04/2024

  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.

  I purchased at 85 inch tv through ******* online and they contract through a company called Hello Tech to have someone come to my home and put mount in the my wall and mount the very heavy tv. We had appointment set for 5 days and they emailed my wife this stating some name ***** would be at my home at 10 am today November 2 to iprovide the service I paid for. The technician never showed.I contacted their customer service line line and they put me in a service que from 11- to originally 5 then to 8 pm with no technician assigned. I have to re arrange my hole day and cancel a very important work netting to accommodate this business and they cant even guarantee me a technician to come and complete the job. They offered for some to guarantee tomorrow but they told me I would be in a 8 hour que with no assigned technician. I paid $75 extra on top of the price of the tv but I still paid for service that they are not providing. The account is under my wife mardel name

  Business Response

  Date: 11/20/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we have confirmed that the service was not complete and that a refund is due. The account holder should be on the lookout for an email requesting the necessary information to get the refund processed. Unfortunately, because the payment was not made through our platform but by one of our partners, we cannot refund the original payment method. 
  
  We are excited to hear back from you.
  
  

• Initial Complaint

  Date:10/30/2024

  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.

  I bought a tv and mount through ***********. They sub contract Hello tech for a mounting service. I paid for the mounting service and gave hello tech 2 weeks worth of available times to come to my house. They scheduled and cancelled and then would not reschedule. I contacted the company several times and they said they couldnt help me that dispatch was working on it. I tried working with them on availability asking if certain times worked better for them since I live 30 minutes outside of town. Still no help or information just dispatch working on it. 2 weeks went by and I all of a sudden just got a cancelled service notification. Come to find out they permanently cancelled the service I paid for without attempting to complete it. I reached out again and they said I could go back to ******* and reorder (aka repay) for the service or they can send me a refund but I have to wait 6 weeks for them to refund my money. Which I wasnt going to go back to ******* and repay for a service I already paid for so I told them to refund my money. I have now waited the 6 weeks and have not received the check. I reached out again today and same sort of answer they cant help me the billing department has the order for refund but hasnt processed it yet. So to sum that all up I paid for a service they never did and now they wont even give me my money back. Its straight thievery. I did call ******* and speak to them and whats even worse is they reported to ******* that they provided the service. Which is very untrue. I would like this business to not be able to conduct any business with anyone in the future but I understand that is unrealistic. I would at least just like my money back in full for a service I paid for but never provided.

  Business Response

  Date: 11/20/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we confirmed that the order needed to be completed and ultimately canceled. Unfortunately, you are in a low-coverage area, making it challenging to source technicians. While we have processes in place to try to catch these orders beforehand, it is possible for regions we havent visited to slip through. 
  
  Regarding the booking/rebooking, we think there was some confusion. Customer support didnt want you to repay for the service. They suggested it because sometimes, once a code has been redeemed or the service booked, we can no longer reuse it for a service, whether it was completed or not. Typically, ******* is able to give us a new code we can use so it registers in their system upon completion.  
  
  As for the refund, we have a specialist looking into the matter for you, as the check should have been delivered by now. Please look for an update soon regarding your preferred method of contact. 

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

• Initial Complaint

  Date:10/09/2024

  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.

  Hello Tech *************************************************************************************************** Dear *** or Madam.Please cancel my account immediately and credit the $149.00 charged as an AUTOMATIC RENEWAL FEE to my AMEX account on 8/20/2024 ending in 1004. I received no service or prior notice of this charge. Furthermore, I could not find anyplace on your website to cancel. When I called after reviewing my September 2 statement the customer service Representative, Serene, put me on hold and transferred me to ***** who proceeded to give me a runaround when I requested termination of this service. She said the best she could do was cancel the next renewal. I said yes, please at least do that. I asked for a verbal confirmation but got none. As of now, I do not know whether this was done, or what my current account status is.

  Business Response

  Date: 10/10/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we have confirmed your membership was renewed on August 20, 2024, and you last used our services on February 20, 2024. Since you have not taken advantage of any membership discounts, we have canceled your membership and refunded it in full. 
  
  Should you have any questions, please feel free to contact us at ***********************************

• Initial Complaint

  Date:10/07/2024

  Type:Sales and Advertising 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 contacted Hello Tech 9/22/24 seeking networking and connectivity expertise to ensure secure setup of WiFi connections for my home security cameras and devices, and for assistance setting up my ****** Nest. A technician came out the same day. The tech who came out for my networking and connectivity support appointment told me that he was inexperienced with networking and unable to help with that or my ****** nest setup. Two of my three A3 security cameras were working when he arrived. One wasnt. I explained my **** network had changed and i needed help getting the cameras connected to the correct WiFi network. The tech deleted all three cameras from my A3 Smart security app and attempted to reinstall them, unsuccessfully. I contacted Hello Tech following my appointment via chat and email requesting a different tech better qualified to provide networking and connectivity support. They assured me my complaint would be escalated to a level 2 technician and asked me for additional details and my availability, which I provided. No level 2 tech has followed up with me as promised. All three of my AAA cameras are now offline completely. I was charged $168.00 but did not receive the service I paid for. I no longer have confidence in this companys competency or integrity and want a refund of all charges.

• Initial Complaint

  Date:10/04/2024

  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 4/11/2024 I asked for service to clean out the dryer ducting. The guy showed up without the proper tools and had to use my vacuum. He complained that he didn't care for the type of ducting I had and wanted to replace the ducting. I said I only want it cleaned. When he did the service he ruined the ducting, collapsed most of it. I had to have someone else come in and replace it.Then he set me up for a monthly charge for a service I said I didn't want and has been billing me for it since that time using my debit card. I called the company to have them stop the charging and it is still being charged.Not only is this fraudulent, but I have to have the bank cancel the card and send a new one in order to stop the charges from getting through. I am out $299 for the initial service and $29.94 of monthly charges.I would like my $328.94 refunded via a check since the debit card is no good anymore.

  Business Response

  Date: 10/04/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing the contact information associated with your BBB account, we could only see one order, which was for a coffee table furniture assembly. Additionally, when calling the number on file, the person who answered said they were unfamiliar with the person we were looking for. If you have another account, please contact us at [email protected] so we can look into this matter for you.
  
  If you still need assistance, please do not hesitate to contact us.
  
  

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired HelloTech to do a TV wire concealment (in wall). A service that this company offers on their website. Tech arrived, put 2 holes in our new construction home wall. Then discovered that there is a stud. Tech never checked for studs, and literally after seeing his mistake, left. This was on 9/7/2024. We have been constantly contacting HelloTech via their phone number, email, and claim forms. We received a email from a ********************************************** She said that they wanted to get this fixed, and the job done. Asked us to reply a good time for this to be done. At this point we have replied to the email 4 times. Zero response. When we call or chat in, and tell the customer service **** that we aren't getting a response, they tell us that they have not received our replies. That is not true. We are simply replying to the email sent to us, asking us to provide a time they can come out and fix this. At this point we are just being led around in circles, and nobody is responding or attempting to contact us. We want the damage fixed to our home. We have provided pictures, and provided all details, only to be told they are not getting a response from us.

  Business Response

  Date: 09/20/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that the damage claim department reached out via email on 09/08/2024 at 9:55 a.m. and never received a response from you. They have now switched to text as of 09/19/2024, as your emails were not coming through for some reason. 
  
  If you have any questions about your claim, please continue to work with the damage claim department to get your claim resolved. 
  
  For any other questions, do not hesitate to contact us at ***********************************

  Customer Answer

  Date: 09/25/2024

   
  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,
  
  ******* ******