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:09/10/2024

  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.

  I requested tv mounting services July 27th. A tech came out on the 28th for mounting service. He could not mount the TV. Hello tech sent me an email saying I would not be charged since my services could not be completed. $79 was paid to hello tech via ******. I have called them multiple times (8) to follow up on the status and Hello Tech continues to make excuses as to why they have not refunded my money for the services they could not provide.

  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 you purchased our services, and we have been unable to complete them. Unfortunately, since you purchased our services through one of our partner platforms, we are unable to issue a refund to the card used and have to use another method. Someone from the support team has taken your information and sent it to the appropriate department so your refund can be issued. 
  
  Should you have any other questions, please do not hesitate to contact us at ***********************************

• Initial Complaint

  Date:09/09/2024

  Type:Order 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.

  April 2024, I hired HelloTech to remove a TV mounted on the wall during a move and I paid them. HelloTech mentioned that they had technical services for 9.99 monthl that would be helpful during my move and that I could cancel anytime later but I never used their services. So I canceled a month later by email. But HelloTech kept billing me and I kept canceling. They never told me until this past week that I was obligated to pay a ************************************************** not. DO NOT DEAL WITH THESE PEOPLE! Why would you want to do business with someone who does not want to do business with you? I guess this is how they make their money.

  Business Response

  Date: 10/04/2024

  First, we would like to apologize for your exccperience with HelloTech thus far. After reviewing your account, we see that your membership was canceled and the membership fees were refunded dating back to when you originally requested the cancellation on June 22nd, 2024. 
  
  Should you have any questions, please feel free to contact us at ***********************************

  Customer Answer

  Date: 10/08/2024

   
  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,
  
  **** *****

• Initial Complaint

  Date:09/06/2024

  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.

  In July 2024 I requested a technician to come out and hook up my Gemini box to my ****** I paid for the service but was later told that I had a 1 year commitment and that I was sent an email to that effect but I wasn't aware of this aforehand so I called to inquire about this new information and the representative that I spoke with told me that I didn't have an account with them, but when I saw another charge on my credit card I called again. This time the representative told me about the 1 year commitment and that I would have to log into my account to cancel but everytime I try to access my account I am unable to log in; after providing my email address they require a code that they will send via my cell phone. I have tried to receive this code more than 20 times and each time I never get a code, again after speaking with the representative they assure me that they will address this issue with their technician. Today I still can't access my account so I refuse to pay for an account that I cannot access to see details. I am a 100% disabled veteran and this issue has increased my anxiety so I want this account cancelled.

  Business Response

  Date: 09/08/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we have confirmed that you agreed to get the membership while on the phone with our support agent on July 30th, 2024, at 1:15 p.m. Since you have paid back the amount in membership fees that you received in membership discounts and no longer want the membership, we have canceled your member plan.
  
  Should you have any further questions, please feel free to contact us at ***********************************

  Customer Answer

  Date: 09/11/2024

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

• Initial Complaint

  Date:08/30/2024

  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.

  August 20 Hellotech sent a technician to install an internet cable for high-speed internet. We paid $224 for the successful installation. However, the technician accidentally drilled a hole in our wall/drywall (see attached). With that, the technician advised to file a claim with Hellotech to repair the wall. He also advised Hellothech will send out a crew to fix the wall. I filled out the form for repair to their ************************ ******* A from claims accepted the wall damage report. He advised that I have to find someone to repair my wall. (I have to do the legwork when advised Helltech would find and send someone out). It's hard to find companies to send anyone out for a hole in the drywall. Everyone I have contacted stated they only come out for full house drywall installations not repairs! I finally found one person who would come out to fix my wall. Hellotech REFUSED the quote for the repair. I'm still trying to find someone else, but as stated before, nobody wants to come out for a wall repair. Helltech needs to find someone that they agree with the quote as they did the damage and won't find someone to fix my wall. I'm doing my best to find someone, and when I finally found somebody, they refused to hire him! Moreover, Helltech advised I have to pay the difference to have the damage repaired! They did the damage, I'm completely confused and frustrated.

• Initial Complaint

  Date:08/26/2024

  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.

  I see that I am very much not alone in filing a complaint against this company for charging a membership fee of which the user is unaware. We are not stupid. This is a 'hidden' fee with no followup notice until the monthly fee is charged. In my case, the tech canceled the appointment at the last minute and I opted not to go forward. Several months later (why?), I suddenly see charges to my credit card for a "lite service agreement". I do not deny that I may have been remiss in reading the fine print, but it is clear from my experience, combined with multiple others, that this is a problem that the company is exploiting to collect these fees. The service person I spoke with at the company confirmed that my "membership" is now canceled, but refused to refund the money charged for a service I never used and for a membership I was totally unaware I was registering for. SCAM!

  Business Response

  Date: 09/08/2024

  First, we would like to apologize for your experience with Hellotech thus far. After reviewing your account, we have confirmed that the membership was initiated, but has since been canceled and all membership fees refunded. Our development team is aware of the situation and is addressing the issue.
  
  Should you have any questions, please feel free to contact us at **********************************.
  
  

  Customer Answer

  Date: 09/09/2024

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

• Initial Complaint

  Date:08/26/2024

  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.

  On 08/16/24, we requested a follow up to reposition our solar cam mounts, as the first tech incorrectly mounted them out of reach of sunlight and they all died. We were told the follow up would be no charge. We accepted the follow up but found, on 08/21, that our card had been charged, without consent, over $138. We called and were told this was a hold and would not process, but we pressed the fact that we did not give consent for the charge OR the hold. ******* was futile, as they maintained the follow up would be no charge and assured us the hold would "fall off". We were told that our complaint about the charge without consent would be forwarded to some department. We received an email from that department stating that the "preauth amount" went through as a reversal and would drop off, but the transaction date they noted was back in May '24. This charge showed up on 08/16/24. So, the tech came and went. I was asleep, and my husband handled the visit. I later found that our card had been charged an additional $15 for "4 indoor cameras," which we don't even have, plus tax of $1.05. Since we had previously called twice (08/21 and another day, thereafter) about the $138+ charge and felt the issue to have been unresolved, as the charge remains; and since the new charge is for something we don't even have, I'm not even calling these people back, again. This happened over the weekend, so, in the morning, these charges will be reported to our bank as fraudulent, unless we are fully refunded. Of note: While researching evidence in support of this complaint @ 2:15am, I found several emails in my spam folder -- not the issue. This company updated us by email each time a change to the appt was made. In between the email that the appt had been rescheduled for several hours later in the day and the time the tech arrived, we received an email that a "service was modified," showing the charge for 4 indoor cameras, which we don't have. NOT proper notification. This is sneaky.

  Business Response

  Date: 09/08/2024

  First, we would like to apologize for your experience with Hellotech thus far. After reviewing your account, we confirmed the charges were refunded and have addressed the situation with the technician appropriately.
  
  Should you have any questions, please do not hesitate to contact us at **********************************.
  
  

• Initial Complaint

  Date:08/21/2024

  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.

  I called Hello Tech on 8/11/2024 to have a video ring doorbell installed. It was suggested that I take out a membership for $19.99 to receive a discount on installation. Briefly, the installation was attempted multiple times. The tech either did not keep the appointment and /or did not have the proper equipment (ie. drill) when he came. After these multiple unprofessional interactions, I declined further appointments and canceled the membership on 8/19/2024 (spoke with ******) and again on 8/20/24 (Spoke with **** and Ram). Initially, I was told by a Hello Tech *** that I could not cancel for one year. After I responded that I intended to file a complaint with the BBB since I was canceling within the 30-day window, they stated they would cancel the membership. I called my credit card company many hours later to confirm that the membership was canceled and the funds returned. As per the credit card company, no action had occurred so I entered a dispute and am filing this complaint. Again I contacted HT to inform them of my updated actions. At this point, they stated they would follow through and sent me an email confirming the cancelation and processing of the refund.

  Business Response

  Date: 09/08/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we confirmed that the service was not completed and the membership had been canceled. In this case, the membership should have been refunded, as you did not take advantage of the membership discounts. 
  
  Since you started a dispute on the charge, we are unable to issue a refund. If the dispute is decided in our favor, we will issue a refund immediately.
  
  Should you have any questions, please get in touch with us at **********************************.
  
  

• Initial Complaint

  Date:08/12/2024

  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.

  Hi my name is ************************* I made a purchase at ******* on Aug 6, 2024 for $79.00 with digital delivery I have called hello tech I have made 3 scheduled appointments to have my 75 inch tv mounted on my wall but every time Ive rescheduled they have told me that they didnt have anyone to come out so right now Im just looking to get a refund so I can look else where for service

  Business Response

  Date: 08/20/2024

  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 completed and that you purchased our services through one of our partner programs. We have sent you an email to get the necessary information to issue the refund. Please respond to the email so that we may be able to get this resolved for you. 

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

• Initial Complaint

  Date:07/29/2024

  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.

  In april, the company says I agreed to an annual subscription. I did not. I am in my eighties so I dont hear so well but I would never have agreed to an annual subscription. Then, without my knowledge they set up an account for me but they misspelled my email address so the account with my credit card information was set up under a different name than mine. So i never received any emails about this account and had no knowledge it was ever created. This was admitted to me in writing (email) by the company on July 20th at 11:44 pm. My daughter was going through my bills and saw this recurring charge. So we called to try to rectify. We had three four phone conversations and eight emails and they are still saying I agreed to this when I did not. I find it very suspicious an account was made with my credit card but with an incorrect email address. If I created it, the email would have been accurate, I know my email address. They keep talking about I am unable to cancel outside of the 30 day window. which I never knew existed, because I never agreed to this and someone set up my account with an incorrect email address. I want my 'subscription' cancelled and I want my money back. I have tried to work with this company for weeks to resolve this before filing this complaint. I was told a manager would call me back but that was days ago and I have received no call.

  Business Response

  Date: 08/06/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account and listening to the call, we confirmed that you agreed to have the membership. Maybe you didnt hear or understand what the agent said, as you described having a hearing issue. Since you do not need any future services, we have canceled the membership and refunded you $49.96. This is the difference between what you paid in membership fees and what you saved in membership discounts. 
  
  Should you have any questions, please do not hesitate to contact us at **********************************.
  
  

  Customer Answer

  Date: 08/08/2024

   
  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,
  
  ***********************

• Initial Complaint

  Date:07/29/2024

  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.

  On 07/14/2022 I requested HelloTech to provide quote for 2 Nest thermostats installation which they gave $99.00 for each installation. On 07/15 HelloTech scheduled job for 07/18 and informed me that my "signing" for HelloTech Lite program payment method was successifully accepted. I never requested subscription to the program. When spoke to the HelloTech agent and she offered some other benefits if I should subscribe for some programs, I confirmed it was for a "one time job" only. Hope will not receive future charges in my credit card. Then my ordeal started.07/16 e-mail confirmed installation schedule for 07/18 9 am. Then another e-mail reschedule for 1 pm to 6 pm; then reschedule for 5 pm to 8 pm; another e-mail saying thecnitian **** would come a 6 pm and never came;07/21 e-mail reschedule 07/22 at 6 pm; 07/22 e-mail saying Mr. ******* sould come at 7 pm and instead, another technitian came, tryed to install the two Nest thermostat and said they were incompatible with my system. Cause I had another Honeywell model, requested it to be installed which ****************** did but left and the system was not blowing cold air at all. For this bad installation I payd $79.20 and gave him a $20.00 tip as reward. This was before realising the bad installation.Reported the problems to HelloTeh and on 07/19 HelloTech said would send someone to repair the problem. 07/23 H.T. scheduled for 1 pm to 5 pm for repair; another e-mail rescheduled for next day at 9 am to 1 pm; another e-mail technitian could not make appointment; 07/24 rescheduled for 11 am to 8 pm; 07/24 e-mail saying they would arrive at 6 pm; on 07/26 giving 9am to 9pm and lastly, yesterday reschedule tor 07/27 at 10am that according to the thecnitian via SMS service as cancelled.My complaint, HelloTech cannot do the job and I'm requesting reimbursement of paid charges because need to call another professional to fix what they did wrong, in the total of $99.20 (charges plus tipping).

  Business Response

  Date: 08/06/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we have confirmed that the order was never completed. Since the services were never successfully rendered, we have issued a full refund. Please allow 5 - *********************************** your account. 
  
  Should you have any questions, please do not hesitate to contact us at **********************************. 

  Customer Answer

  Date: 08/09/2024

   
  Better Business Bureau:
  
  

  Although the negative experience resulting from the replacement of my thermostats; the discomfort during hot days without a/c because the first technician messed with my system; the time consumed with contacts with company representatives, their postponements of appointments; days awaiting for their technicians and their inability to install Nest thermostats, resulting in the need to hire an HVAC pro and paying more than $500.00 for installation, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Sincerely,
  
  *********************