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: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,
  
  *********************

• Initial Complaint

  Date:07/26/2024

  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.

  They signed me up for a yearly subscription service. After the technician arrived, and had no idea what he was doing to install a wifi garage door opener, I logged into my account and canceled the subscription. They offered a 30 day window to receive a refund of the remaining months of the subscription. They canceled the account but have not issued a refund and have yet to even answer their phone. I canceled the subscription on 7-3-24 and have heard nothing about my refund. Attempts to address online are met with a message to call their help line where i get no answer.

  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 you agreed to get the yearly membership while talking to the agent in the chat. They confirmed that you could cancel the membership as long as the membership discounts were paid back. We have refunded the membership, subtracting the membership discounts. 
  
  Should you have any questions, please feel free to contact us at ***********************************

  Customer Answer

  Date: 08/07/2024

   
  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.  The refunded my membership as agreed.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/26/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered service from Hello Tech...first appt cancelled, second and third were "no shows"

  Business Response

  Date: 08/06/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that your appointment has not been completed, and you were not charged. What you may have noticed was the preauthorization hold, which was released once the order was canceled. Someone has reached out to you regarding your order. Please respond to them at your earliest convenience.

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

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22048054
  
  I am rejecting this response because:

  The issue is not one ofbeing charged. It is an issue of having 3 separate confirmed appt which were "no shows" with no notice. I had to take off from work and lose money for this even though I was promised that the first no show was for an emergency and that the tech will "definitely" show up the next day (which he did not)/

  Time is money and HelloTech caused me to lose both, without compensation.

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

  Business Response

  Date: 08/14/2024

  Upon reaching out to see if you wanted to attempt another follow-up appointment, you asked for a guarantee. When we informed you that we could not 100% guarantee the service would be completed as things do come up, we didn't hear back. 

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

• Initial Complaint

  Date:07/26/2024

  Type:Sales and Advertising 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.

  Absolutely horrible company. ******* referred me to Hello Tech to install my security cameras. I made an appointment and went through all the questions/items I needed to to schedule an appointment. I had a virtual appointment with Hello Tech prior to my install to discuss the final details. During this conversation I was assured that my cameras would be installed outside of my home, but plugged in on the inside. They advised they would drill holes to run the cable to the inside of the house. The day of my appointment my installer calls me almost right at my appointment time. The installer asked the same questions I had already been through prior to scheduling the appointment. The installer advised he has had many jobs get cancelled and then he was "out gas money" . An extremely uncomfortable and unprofessional conversation. So the installer did not want to waste his time driving to my home to install. He mentioned plugging the cameras in outside. I advised again these would be plugged inside. He advised he could do that. He then set a new time with me later that day. Directly after hanging up the phone I get an email that my appointment was cancelled. They never showed or called again. I called back later to speak to customer service. **************** advised she saw the job said it was out of their scope. Once she read the details she advised the job was not out of their scope. She advised what I was asking is what they do on a regular basis. She said she put in a case and escalated and would follow backup. I never heard from this company ever again. Beyond unprofessional and shame on Xfinity for even partnering with them. They treat their customers absolutely terrible. One of the worst experiences I have ever had with a company.

  Business Response

  Date: 08/06/2024

  First, we apologize for your experience with HelloTech thus far. After looking over your account, we have confirmed that the technician did not handle the situation appropriately and have taken care of the issue with them. While we would like to service every customer that comes our way, we understand this, to say the least, has not been ideal.
  
  Should you have any questions, please do not hesitate to contact us at **********************************.
  
  

• Initial Complaint

  Date:07/24/2024

  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.

  March 2023 - Requested an installation of a smart thermostat to be completed by Hello tech through American Shield. On the site they sold smart thermostats. So I purchased the thermostat and scheduled the service from Hello tech totalling $341.53. Once the purchase went through, I immediately received an email stating they in fact do not carry the thermostat, my service will be cancelled and I will be refunded in 5 to 10 business days. I waited 30 days before following up. I was told they would look into and call me back. 15 days go by I send an email detailing the events and inquiring about the status. I was told to check with the bank but in the mean time they will look into and start the refund process. Please wait 10 business days. I checked with my credit company, they stated they have not received notification of a refund or cancelled service. I wait another 3 weeks and call back. Same reply, they will work on it. I called back 15 days later and same response. I reached out again 2 weeks later asking if I could just reschedule the service which was only $99. I went and purchased my own thermostat. And this can be deducted from the balance of the refund. I was told the refund was processed already and they are unable to schedule new service. The customer service rep stated she will see where the refund went and call me back. We are now in July, I have received no updates, no equipment, no service and no refunds. I've called multiple times and sent emails with order numbers and still nothing.

  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 not complete and have reached out to you via email providing you with a screenshot so that you can request a refund from your account provider if they have not already done so.

  Should you have any questions, 

  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:07/24/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello tech keeps charging ***** to my account twice a month for membership also also billed 42$ for a service cancelled and have not gotten my money back. Have spoken with a supervisor who keeps sending me back to representatives would like my money back

  Business Response

  Date: 07/29/2024

  First, we would like to apologize for your experience with HellpTech thus far. After reviewing your account, we see that your orders were self-booked and self-initiated, saving $340 in membership discounts. We have refunded $59.86, which is the difference between what you spent on membership fees and membership discounts. 
  
  Should you have any questions, please do not hesitate to contact us at ***********************************

• Initial Complaint

  Date:07/22/2024

  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.

  I accidentally paid for TV mounting on June 14th and i canceled it on the same day and I was supposed to receive my refund on June 21st and I haven't received my money back. I just talked to them and now I will have wait another 2 to 4 weeks for the refund.

  Business Response

  Date: 07/29/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that you booked your account through one of our partner services. Unfortunately, being that the service wasnt booked through our platform we have to issue the refund via check causing it to take 2 - 4 weeks. 
  
  Should you have any questions, please do not hesitate to contact us at ***********************************

  Customer Answer

  Date: 07/31/2024

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

   

   

  I've received my refund on June 25th 

• Initial Complaint

  Date:07/22/2024

  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 contacted HelloTech on 3/21/24 for a one time TV mounting service for $218. I didn't need more than that and then a few days later I found out they were charging me for a $19.99 that I never needed nor accepted. I then tried to cancel within the first month and it didn't work out and then I found I can't cancel until in a year. What a scam. I tried to call them multiple times and tried to get them to cancel the subscription and they refuse to do so. This company is taking advantage of people. I would never recommend this company to anyone.

  Business Response

  Date: 07/29/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that you self-booked the order and self-initiated the membership. We have refunded all membership fees minus any membership discounts.
  
  Should you have any questions, please do not hesitate to contact us at ***********************************
  
  

  Customer Answer

  Date: 07/31/2024

   
  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,
  
  ***********************