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:07/15/2024

  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 22Jun204, I placed an online request for In-Wall Cable running for Cat8 cable from my garage to my home office. I needed Cat8 or a minimum of Cat6A/E because of a 5 Gbs line that was to be installed later. The appointment was confirmed for 26Jun2024 at 11am. The technician arrived on the day at 11:26 am with no cable or any other material needed for the installation. He checked desired the route of the cable and said that part of the route would be done outside of the ******* and that he would need to get the required materials, and that 150 meters or 300 ft of cable would be needed. He bought an excess of materials but none was appropriate. I said I would purchase the correct Cable. The technician then insisted on payment for materials and wanted the check out written directly to him; as such he put his own name in the "To" line of the check.Later that day I contacted HelloTech and had an online chat with their support (Geonessa I), because I had some concerns after thinking more about the interaction. I verified that the tech should have had the correct materials with him, that the correct materials were in my file, and the tech should not have requested any payment. The support person said they would escalate the matter and someone would be in contact.The next day I contacted support via email with a copy of the processed check. I also requested that the same technician not be sent to my house because of the investigation. I received a response from Gerves M. that it had been added and the matter had been escalated to Tier 2.There were multiple rounds to get things sorted out, but I never heard from anyone about the investigation. I requested a cancellation, which I could never get a confirmation.Another person has done the wiring and pointed out that he only needed 60 ft. of cable. I am now out extra money for the excess cable bought. I spent $170 on cable when I could have bought 100ft for $83. Ideally I'd like that cost also covered.

  Business Response

  Date: 07/29/2024

  First, I would like to apologize for your experience with HelloTech thus far. After reviewing your account, I noticed that the service was never completed, and you were never charged. That being said, the cable should be able to be returned, canceling out the cost. 
  
  Should you have any further questions, please do not hesitate to reach out to us at support at HelloTeh.com.

  Customer Answer

  Date: 08/03/2024

   
  Complaint: 21987899
  
  I am rejecting this response because:
  

  I have found your response rather lacking in addressing what happened with the technician (and the complaint investigation) who demanded to be paid directly ($100) for materials that were not appropriate for the installation being done.  Said technician also kept all receipts, so I was unable return any of the materials to even get back part of the money spent.  There was supposed to be an investigation into this as shown in the transcripts provided for both email and chat in my initial complaint.  Because the technician was working on behalf of HelloTech, it would seem prudent to ensure that they are following the instructions laid out by HelloTech.  So I was not directly charged by HelloTech, but was told by their technician/representative on the day of starting the project that I had to pay him for materials.  He was also the one who grossly overestimated the length of cable needed (~250 ft).  Part of the cable purchased was used when I had a different local person do the installation where he said it would be a maximum of 75 ft, and ended up using almost 70 ft.  Because the cable is partially used, I cannot return it for a refund. My suspicion is that the original technician from HelloTech had me purchase excess materials that he would keep following the installation and use in a future job, while still submitting receipts for full materials.  That is a supposition on my part, but it does fit with the given evidence.  Regardless,the technician working on behalf of HelloTech effectively charged me for incompatible materials that he bought.  While it may not be in the work order that was cancelled, the check for $100 was written and the technician put his name on the check. An image of that was included to show the handwriting of the technician.  For these reasons I am not satisfied with HelloTechs response. 

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

  Business Response

  Date: 08/14/2024

  We understand your frustration, as nobody likes to feel taken advantage of. However, issuing any payments off our platform is the equivalent of starting a separate contract with the tech. This is why our terms of service state that payments are made through the platform. We have addressed this issue with the technician accordingly and cant apologize enough for how your service went. Still, once money is exchanged off our platform, it is out of our hands, as taking on these situations opens us up to liabilities for any work completed outside our platform.
  
  Should you have any questions, please do not hesitate to contact us at ***********************************

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 21987899
  
  I am rejecting this response because:  This indicates to me that matter should, based on this rationale, be taken up between myself and directly with the technician.  I wish to have full contact information including full proper name of the technician so that I can pursue my complaint directly with them.  I wish to ensure that other people realize that a technician from HelloTech can still try to perform duties presenting themselves as working under the umbrella of HelloTech but are actually performing these actions off the book as a stand alone technician under certain circumstances.  I am interpreting your response to mean that effectively the technician was working as part of HelloTech up to the point where he demanded direct payment.  At that point it was a private transaction with the technician.  This does call into question the ability of your company to ensure technicians working on behalf of HelloTech follow your own procedures.  I do not believe there is any potential for what I would consider a satisfactory conclusion to this issue.  As there is no way to close a complaint without an agreement, there will be no further correspondence from side.

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

• Initial Complaint

  Date:07/15/2024

  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 ordered TV mounting service and they never provided it. When I contacted their help service may times over weeks they continued to promise delivery of the service but I never received it.

  Business Response

  Date: 07/29/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we have confirmed that the service still needs to be completed. Your information was sent over, and a refund is being processed. Since you purchased our services through one of our partner platforms, we cannot issue a refund through our system, of which you will be notified immediately. With that said, you will receive a check, which takes 3 - 4 weeks to arrive. Please feel free to contact us at ********************************** if you have any questions or need further assistance.

• Initial Complaint

  Date:07/15/2024

  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.

  We were charged for a service that was not completed. We ordered installation of a smart thermostat. June 3 a technician came, mounted the thermostat, did some rewiring on the furnace, and the thermostat did not work. The second technician called (June 4), we explained the situation, and he said that he is not qualified to help, so he cancelled the appointment. We called, they said theyd send a third tech. The third technician came on Friday, June 7. After watching for an hour of videos they tried to fix it and it did not work. They called HelloTech and was on speaker phone and they said to her that since she had not managed to make it work, we should not be charged. She recommended that we should call an HVAC technician to fix it. We contacted the *** home warranty, and on Monday, June 10 an HVAC tech came and fixed the issue. On June 12, we got an email that A service in your appointment was modified. We called, they said that they cannot see any activity on the order. We asked them to deactivate/cancel the account and remove my credit card. They said that since we did not have a membership there is no account to be canceled. On Sunday, June 16 we received an email from HelloTech that the thermostat was installed and my credit card was charged for $239.80. We called and explained that no tech was in our house on June 16. They said we will receive a refund in 2-3 days. On June 19 we called, they said that the refund was pending. We emphasized that we have not signed anything because there was no tech on June 19 and service was not competed. On June 20 we received an email that only the c-wire charge of $119 would be refunded, because we have signed on the completion of the order, which we did not. We called asking to see the signature on the completed order and were told they can't show it to us. We called and emailed a few more times but did not receive the rest of the refund. We have not heard from HelloTech since June 29.

  Business Response

  Date: 07/17/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that support has reached out and is requesting documentation to issue the refund. Please respond to support to get this resolved as soon as possible. 
  
  Should you have any questions, please do not hesitate to contact us at ***********************************

  Customer Answer

  Date: 07/26/2024

   
  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,
  
  Iva Katzarska-******

• Initial Complaint

  Date:07/10/2024

  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.

  Called to cancel a technician to come to my mothers home and wanted my money back. They refused to refund my money and charged me *****. Will be reporting this company for wire fraud!!!

  Business Response

  Date: 07/17/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we have confirmed that your card was not charged and that the pre-authorization hold for the service was canceled and will be returned to your card.
  
  Should you have any questions, please do not hesitate to contact us at ***********************************

  Customer Answer

  Date: 07/24/2024

   
  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:07/10/2024

  Type:Order 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 5/31/2024 I signed up to have a technician from Hello Tech come out to install my existing surround sound in my home theater to the receiver I had just purchased. Tech was unable to get it working. Weeks later I was able to get it working and decided then I should not be paying for a service that cannot do what I paid them for. I called customer service and was told I committed to a year and am not allowed to cancel only deactivate the auto yearly renewal because I missed the 30 day window by 7 days. No option to pay fees to cancel given just locked in paying every month in addition to what I paid to have a tech come out and not do what he was paid to do. I have thus far paid $145.03 for nothing and will pay $21.64 per month

  Business Response

  Date: 07/17/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that the technician hooked up the receiver via Wi-Fi. However, since you no longer use our membership and have paid back the amount you received in membership discounts, we have canceled your membership.
  
  Should you have any questions, please do not hesitate to contact us at ***********************************

• Initial Complaint

  Date:07/09/2024

  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 purchased a ********** from ******* and paid for installation. I cancelled the installation with HelloTech. I've been trying to find out when I will get a refund. Finally after a comical exchange of emails I was told 4-6 weeks. That is unacceptable but I get nowhere with them.

  Business Response

  Date: 07/15/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that you paid for your service through one of our partners platforms. Being that you purchased our services through one of our partners and card purchase was not made through our system, we have to issue a check. We understand 4 - 6 is not someones first pick, but we assure you that you will receive your funds. 
  
  Should you have any questions, please feel free to contact us at ***********************************

  Customer Answer

  Date: 07/16/2024

   
  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:06/26/2024

  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.

  In November of 2023, I hired Hellotech for a small project. Without my permission, I was enrolled in a membership costing ***** a month for one year. I have tried to cancel this. I was told you have to do it online. The instructions are terrible. It does not work. Phone calls do not resolve anything. This company is taking advantage of people. I would never recommend this company to anyone.

  Business Response

  Date: 07/06/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we have confirmed that you have not used our services since November 2023. Since you have not used our services since last year, we have refunded all membership fees minus any membership discounts received.  
  
  Should you have any questions, please do not hesitate to contact us at ***********************************

  Customer Answer

  Date: 07/10/2024

   
  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:06/25/2024

  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.

  I signed up online to have my ****** Camera Door bell installed, the charge was $99 for installation, but it said, if i pay $19.99, they will give me the installation for $69.99, so i figured, i will get $10 off, $69.99 + $19.99, instead of $99. I paid that, the installer came in and installed the Door Bell. But, now, i have been getting charged by them $19.99 every month, i called them and spoke to their customer service and they said, they signed me up for a year worth of service, when i never gave them conscent. I am unemployed at the moment. They told me, they will cancel that, and nothing has been cancelled, and i got charged again. This is bait and switch, why would i sign up for $19.99 fee for a whole year, just to save $10, i could have just paid the one time $99 for installation and be done with it. I am hoping this issue gets resolved, and i don't have to take them to small claims court over this. Because, this is bad business practice, bait and switch. I would appreciate, it if you have help me resolve this issue. Thank you

  Business Response

  Date: 07/05/2024

  First, we would like to apologize for your experience with HelloTech thus. After reviewing your account, we have confirmed that you self-booked the order and self-initiated the membership. When signing up for the membership it asks if you want to pay monthly or annually confirming the cost of the membership. Either way, we have canceled and refunded $69 in membership fees. This is the difference between what youve paid in membership fees and what you received in membership discounts.
  
  Should you have any questions, please do not hesitate to contact us at support@hellotech.
  
  

  Customer Answer

  Date: 07/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I just want to confirm, I am not going to get charged anymore for any amount in the future, your message says, my membership has been cancelled and Refunded?
  
  Sincerely,
  
  **********

• Initial Complaint

  Date:06/21/2024

  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.

  I sought a licensed professional to install a vent hood for my range. They connected me with a company that has now damaged my home, asked for money outside of Hellotech, falsified WHO did work at my home, and is now refusing to address damages done to my as a result of this licensed contractor. They continue to charge me and now I am forced into litigation.The contractor has threatened me and I am now having to file police reports so I can seek an order or protection. They are responsible for this mess I am in and now paying thousands more to fix the work this contractor they sent to me.They sent me a claim form but a claim form for one small portion of what has been damaged. They are not vetting contractors. The person they sent to my home to do work, I have now learned, is a felon and has a long, and recent track record of scamming people.

  Business Response

  Date: 07/05/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we have confirmed that the damage you reported was for a services bid and agreed to outside of our platform between you and the contractor. Since these services were not booked through HelloTech, we are not liable as we did not complete those services. 
  
  Should you have any further questions, please do not hesitate to contact us at ***********************************  

• Initial Complaint

  Date:06/10/2024

  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.

  I contacted HelloTech on 4/26/24 for a TV mounting they offered yearly service for ******. on the condition they could provide service in Mathistion Ms I agreed over the phone. after Hello Tech tried to charge my credit card 2 times in a conversation with customer service i requested they cancel all transactions on that day on a recorded line. when my credit card bill came in for *** Hello Tech had waited 15 days and charged my credit card on 5/10/2024 ****** without my knowing about or permission. I am fighting with ************ to dispute this charge. Hello Tech said they wiould refund but they continue to say it up to credit card company.

  Business Response

  Date: 06/15/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we confirmed that your card was not, in fact, charged. What you may have seen on your account was the pre-authorization hold. This hold is placed on the account before service to ensure the technician will be paid upon completing the order. Being that we never the completed the service, you card was never charged and the hold was released. 

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

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21817103
  
  I am rejecting this response because:they only responded to 1 thing. My main issue was they waited 15 days to charge my credit card after I told them on the phone to cancel everything that included the year subscription. My credit card was rejected on the day I called hello tech  on 2 separate times. That is why I said cancel all. But 15 days later without my knowledge they charged my card. I request the refund the ****** to my credit card company. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/24/2024

  That is correct. You disputed the amount, and were unable to issue a refund for that. If the dispute is decided in our favor, we will issue a refund if you have not used our services.