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:10/07/2024

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

• 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 **********************************.