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:06/03/2024

  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.

  1.Order #******* $204.00 by ********************** on Tues 5/21/24 9am ****** came unprepared (no ladder) and didn't set up my cameras to the Cove app. He asked me for a ladder since he didn't have one. When installing my fire alarms (2) he could not reach because I have high ceilings on my 2-story home. He had to stand on the highest step making this very unsafe for him and risking a fall inside my home.2. At 8:30pm that same day, my Living Room alarm started tripping 4 times and going off, I lowered the sensitivity. I called Cove and they asked me why I hadn't set up the cameras on their app. **** said HelloTech didn't install alarm properly. Cove rep mentioned I had to call HelloTech and have them come back and finish installation to integrate all cameras to the Cove app. **** rep said that he could help but I needed to take a picture of the ** code in every single camera that was already installed in my home. I was not getting on a ladder being pregnant risking a fall, that's why I paid for installation. 3. Called HelloTech on Wed 5/22/24 (the day after the installation) to tell them about the issue. Spoke to ***** and he scheduled me for either Thursday 5/30/24 or Friday 5/31/24 between 2-4pm. He assured me someone would come and fix the issue.4. Got a text on Fri 5/24/24 12:28pm asking me to rate ******'s installation. I explained the issue. 5. I called Thurs 5/30/24 2:38pm spoke with *****. He attempted to take down my complaint for some feedback, that's when I said no. That I was merely confirming the tech's arrival since I had not received any texts nor calls since last week. I asked to talk to his manager. Was left on hold for over 50min.6. I asked to talk with a supervisor and ***** transferred me to ***** SUPERVISOR after a long wait. ***** assured me today Thurs 5/30/24 or tomorrow Fri 5/31/24 they were going to dispatch a tech to come finish installation at my house. No one came.

  Business Response

  Date: 06/14/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see a follow-up appointment was scheduled on June 6th, 2024, and the technician completed the installation successfully. Admittedly, getting the follow-up did take longer than we would have liked. Unfortunately, this is because you are in one of our low-coverage areas, making it more challenging to source a technician. While we would have wanted to resolve the issue for you faster, we are happy that we could take care of you in the end.
  
  Should you have any questions, please feel free to contact us at ***********************************

• Initial Complaint

  Date:06/03/2024

  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.

  Subject: Complaint Against HelloTech for Overcharging/Dear Better Business Bureau,I am writing to file a formal complaint against HelloTech regarding an overcharge on a service provided to me. Below are the details of my complaint:Details of Service:On May 12, 2024, I went online and scheduled an appointment with HelloTech to have a technician come to my home to change the battery in one smoke detector. The quoted price for this service was $75.90 for one hour of work. I provided my credit card information on the same date for payment.Service Provided:The technician from HelloTech arrived at my home on May 13, 2024, and completed the job of changing the smoke detector battery in approximately 15 minutes. I signed an electronic pad confirming that the work was completed.Issue:Following the technician's departure, I received an email receipt from HelloTech indicating that I was charged $144.90 for two hours of work, instead of the quoted one hour.Attempts to Resolve:I promptly contacted HelloTech's customer service on May 13, 2024, to report the overcharge and requested a refund for the additional hour charged. The customer service representative assured me that an investigation would be conducted and that I would be contacted via email or phone. To date, I have not received any further communication from HelloTech.Resolution Requested:I request that HelloTech refund me the amount of $69.00 for the additional hour that was incorrectly charged.I have made every effort to resolve this issue directly with HelloTech but have not received any resolution. I am seeking the assistance of the Better Business Bureau to help rectify this matter promptly.I have enclosed copies of the email receipt, the original service quote, and any other relevant correspondence for your review.Thank you for your time and assistance.

  Business Response

  Date: 06/14/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we have confirmed that you should have only been billed the originally quoted $75.90. We have refunded the additional charges on the order and addressed the issue with the technician appropriately.
  
  Should you have any questions, please feel free to contact us at **********************************.
  

  Customer Answer

  Date: 06/18/2024

   
  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:05/29/2024

  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 contracted them because I could not connect laptop/computer or phone to printer even with wire, they came in to connect it and charged me, within a couple of hours it was no longer connected and they are not helping! At about $100.00 dollars that is poor service and others should be warned to go elsewhere!!!! Refund needed I no longer trust them - it took tech an hour not to give me a permanent fix!

  Business Response

  Date: 06/03/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that you still had some issues upon completion of the service and have refunded the service fee and the membership fees as well as canceled your account.
  
  Should you have any questions, please feel free to contact us at ***********************************

• Initial Complaint

  Date:05/21/2024

  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 called to use their service to get my thermostat installed. Weeks went by they was unable to get a tech in my area. Then they called and said they was unable to get a tech for me. I told them that I wanted to cancel the service also that I did not want there monthly services also. They still changed my account and when I called they refused to refund my money to my account which I was charged a overdraft fee. Because I didn't have all the money in my account.

  Business Response

  Date: 05/25/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we confirmed that we were never able to get a technician out to you. Since we were never able to assist you with your tech needs we refunded all fees associated with your account. 
  
  Should you have any questions, please do not hesitate to contact us at ***********************************

• Initial Complaint

  Date:05/15/2024

  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.

  The company HelloTech has been fraudulently charging my debit card for 10 months. In February 2023, I paid for a HelloTech technician to come to my house to fix an IT problem. The technician that came to my house was unable to fix the IT problem. I did not consent to any ongoing membership or subscription with HelloTech, but they have been charging my bank account $19.99/month since then. I have attempted to contact the company by phone and request cancellation of this charge, but when I do this they refer me to their website. I have also attempt to cancel the charge through the Chat function (powered by an AI bot) on their website, but all this does is produce a set of instructions referring to a cancelation process on the website that does not actually exist.

  Business Response

  Date: 05/25/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that the order was self-booked and the membership was self-initiated. Additionally, you received membership discounts on two orders, the first in March and the second in December, totaling $40. Since you have not used our services since then, we have canceled your membership and refunded $160. This amount is the difference between what you received in membership discounts and what you paid in membership fees.

  
  Should you have any questions, please contact us at support at HelloTech.com.
  

  
  

• Initial Complaint

  Date:05/09/2024

  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.

  Hired HelloTech to install **** equipment in November 2023. Paid a significant amount for that service. The signup for a tech is very confusing and online. Was told I could cancel $20/ mth membership at any time in November 2023. Now trying to cancel because not using it to be told I could only have canceled before 30 days was up and now must continue to pay $20 per month for the entire year. When pressed they offered only a two month credit! Thats not satisfactory! I want the membership canceled.

  Business Response

  Date: 05/14/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we see that the order was self-booked, and the membership was self-initiated through our online platform.
  
  When looking at the chargers, we found that you saved $90 in membership discounts and paid $119.94 in membership fees. We have refunded $29.94, which is the difference between what you paid in membership fees and what you saved in membership discounts.
  
  Should you have any questions, please feel free to contact us at **********************************.
  
  

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21690417
  
  I am rejecting this response because:
  I want the membership canceled completely.  Its a useless scam.
  Sincerely,
  
  *******************

  Business Response

  Date: 06/03/2024

  Thank you for your response. According to your account, you haven't been charged since April 30th, 2024 and the membership was canceled. Please check your account for confirmation. 

  Customer Answer

  Date: 06/10/2024

   
  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:05/07/2024

  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.

  When I called Xfinity to have my modem changed to another room in our house, I was given their third party affiliate, Hello Tech. A representative asked for my email, credit/debit card information after an appointment was scheduled with a technician to install a customize coaxial cable. I stated that I do not use credit/debit cards but I could provide a $224.00 check or cash on the day of service. No was the response. I asked to speak with a supervisor who repeated the words of the previous representative. I therefore cancelled my appointment. Its a barrier to service if one is opposed to using credit cards for payment.

  Business Response

  Date: 05/14/2024

  First, we would like to apologize for your experience with HelloTech thus far. Unfortunately, we dont accept cash or checks, as we want to ensure the funds are available to pay the technicians after the service is completed. 
  
  Should you have any questions, please feel free to contact us at ***********************************

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21667243
  
  I am rejecting this response because: the policy discriminates those unwilling to accept such practices that does not allow alternative forms of payment. Thank you but I'll search for another company.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/03/2024

  Thank you for your response. We understand you are going with another company that allows for your preferred payment method. However, we disagree with the statement that we are discriminating against you as the definition of discrimination is:
  
  The unjust or prejudicial treatment of different categories of people, especially on the grounds of ethnicity, age, ***, or disability.
  
  That said, we certainly hope that you have the best experience with whatever company you find for your tech needs. 
  
  Should you have any questions, please do not hesitate to contact us at support at HelloTech.com. 
  
  

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21667243
  
  I am rejecting this response because:
  The service provided by Hello Tech is available only to those who prepay for desired services. This may not be a legal definition of discrimination but it is indeed a concerted effort to deny services to those with the ability to pay in lay terms. It's important for businesses to listen to potential customers requests, reflect on that which is desired, and make decisions after addressing the desires of potential customers as well as what's in the best interest of the company. It's clear that Hello Tech is not interested in considering alternate forms of payment for services provided. And, I'm not interested in supporting such companies that discriminate by intentionally constructing barriers to prevent access to services.

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

• Initial Complaint

  Date:04/29/2024

  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.

  Transaction 4/16/23 $70 via ************ *********** mounting Service never completed. Company constantly canceled our set appointments. They did not reach out the first time until after I reached out to them when their technician was a no show. I believe the company is scamming people.

  Business Response

  Date: 05/14/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, it appears that the order was complete and the ** was installed properly. We have emailed you to get more information about this but have not heard back.
  
  Please respond to the email, as we would love to assist in getting this resolved.

• Initial Complaint

  Date:04/23/2024

  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.

  Made an appointment for them to come out and fix an issue. About an hour after I made the appointment - we resolved the issue. I cancelled appointment and was charged $50. I was never informed that was a cancellation fee. If there was I would not have made the appointment. Plus the cancellation fee is more than 50% of the charge. They should have told me over the phone about the fee.

  Business Response

  Date: 05/02/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we have refunded the cancellation fee as we have confirmed that the order was canceled within 2 hours. 
  
  Should you have any questions, please feel free to contact us at **********************************

• Initial Complaint

  Date:04/16/2024

  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.

  I called Hello Tech a couple of days ago, and asked if they install security cameras, the man on the other line told me they did. I explained to him about the installation and ask for the cost. After all was discussed, the was the end of the call. On Sunday, April 14, 2024 I received a call from Hello Tech regarding my appointment and how many cameras were to be installed. I explained to the woman (with an attitude) that I had informed to the man on the other line who i was talking with about how many cameras are supposed to be installed. But then, she hung up on me for no reason. I tried to contact Hello Tech again and I was put on hold for a very long time, I called again and the same thing happened. Hello Tech immediately after I had a conversation with the man on the other line tried to charge my credit card. The amount is on pending, however, I am not able to communicate and ask them to cancelled my appointment. This is just another example of a scam, and rude people.

  Business Response

  Date: 04/26/2024

  First, we apologize for your experience with HelloTech thus far. After reviewing your account and the communication, we found that our staff handled the call professionally. However, we will take this feedback and give them pointers on how to improve. 
  
  Also, your card was not charged. What you may have noticed was the preauthorization hold. Holding the funds ensures that our technicians can be paid upon service completion. As it stands now, the order was canceled, and the hold should have been lifted.
  
  Should you have any questions, please get in touch with us at **********************************.