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

• 

  HelloTech

  Cincinnati and surrounding area Cincinnati, OH 45202

• 

  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:01/08/2025

  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 have been trying to obtain a refund for a canceled install since 11/26/2024, order #*******. I am continously told the representativehas expedited the request with no resolve. This was a duplicate appointment install falsely attached to a ******* tv online purchase. The only way a refund for install can be processed is to schedule it, then cancel. I have the call history and emails.

  Business Response

  Date: 01/15/2025

  First, we apologize for your experience with HelloTech thus far. After reviewing your account, we have confirmed that a customer service representative sent you an email on November 26th, 2025, requesting that you fill out a refund request form due to purchasing our services through one of our partner programs. We have sent you an additional email with the link.
  
  Please fill this out whenever you get a chance.
  
  Should you have any questions or concerns, don't hesitate to get in touch with us at ************************************************************.
  
  

• Initial Complaint

  Date:12/26/2024

  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.

  WILL NOT CANCEL THEY TAKE ***** A MONTH OUT OF CHECKINF FOR NOTHING

  Business Response

  Date: 01/15/2025

  First, we would like to apologize for your experience with HelloTech. After reviewing your account, we have confirmed that the order was canceled, and the membership fees were refunded. 
  
  Should you have any questions, please feel free to contact us at ************************************************************.
  
  

• Initial Complaint

  Date:12/23/2024

  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.

  I booked an appointment with this company; however the tech never showed. I was charged for this service. When I reached out to the help team, the told me that the tech completed the job. The most frustrating thing is that I spoke to the tech the night before and texted with him the morning of the appointment. We waited around for 4 hours for him and never got a call or apology. I tried to work with the help team but they said they can only submit a note asking what happened. I'm livid and want my refund!

  Business Response

  Date: 12/28/2024

  First, we would like to apologize for your experience with HelloTech thus far as we believe in the importance of technicians showing up for their appointments. We have addressed this situation with the technician accordingly. 

  Regarding the charge, what you may have noticed was the preauthorization hold. I see that the charge was canceled and should be released back to the card. Please allow 5 - *********************************** your account.

  Should you have any questions, please feel free to contact us at ************************************************************.

• Initial Complaint

  Date:12/02/2024

  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.

  No one showed up. Got text someone on the way. No one showed. Messaged the chat on web site. Said he couldnt come. No tools. Then rescheduled and said Id be called. No one again showed up. Then when asked for a refund said it would take 4-6 weeks for a check or 2-4 for ******. So I am trying for Monday again and was told by a *** its not guaranteed either. They say weekends they dont have dispatch but offer weekend appointments

  Business Response

  Date: 12/06/2024

  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 due to the technician missing a tool. While we would love to complete the service for you, we have taken this as a learning opportunity and addressed this situation accordingly. Regarding the refund taking 2 - 4 weeks, that is correct. You purchased our services through one of our partner platforms, meaning we cannot issue a refund in our system.
  
  Should you have any questions, please feel free to contact us at ************************************************************.
  
  

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22622416
  
  I am rejecting this response because:
  It was not just once due to tools it was multiple times. And the last I cant even tell you why. 
  Sincerely,
  
  **** ******

  Business Response

  Date: 12/21/2024

  That is correct. It was more than once. Unfortunately, you are in a low-coverage area, so we don't have any technicians near you, making it challenging to source somebody. Of course, this is no fault of your own, and this should have been communicated to you. We have been building an update to let customers know upfront that they are in a low-coverage area. We are trying to reduce these situations to create a better customer experience. Again, we do apologize and wish that your service had gone differently.
  

  Should you have any questions, please feel free to contact us at ************************************************************.

• Initial Complaint

  Date:11/25/2024

  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.

  Date: November 23 ************** and tried to cancel. Was warned I would be charged a $25 cancellation fee, but was actually charged $50. The order was cancelled within 1 hour of booking for appointment, and there were more than 24 hours until the end of the service window.

  Business Response

  Date: 12/06/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we have confirmed that the charge was refunded on November 25, 2024. 
  
  Should you have any questions, please feel free to contact us at ************************************************************.
  
  

• Initial Complaint

  Date:11/21/2024

  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.

  Service requested: TV mounting on wall Complaint: Over a span of two days, November 19 and 20, 2024, I experienced five no-shows for scheduled appointments for HelloTech to mount my TV onto a wall. Terrible service. Each time I called them to find out what's going on, no one seemed to know. Based on my experience, I don't know how they stay in business.

  Business Response

  Date: 12/06/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we have confirmed that the job was canceled more than once and agree that a technician should arrive within the agreed-upon window. We have taken this as a coaching opportunity to better train the people who work for us so that we can continuously strive to offer the best customer experience to our clients. 

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

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22583269
  
  I am rejecting this response because:

  I'm please that helloTech accepts the basic facts of my complaint.  Your promised service that I prepaid for was never provided to me.  If you were really sorry and willing to take responsibility you would return the $99 I spent for the service not delivered.
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 12/12/2024

  Thank you for your response. Its not that we are unwilling to refund the $99. You paid through Targets payment processor so we are unable to issue a refund in the traditional sense. Additionally, when we asked if youve already disputed the charge, you stated that you had, with ******. Should the decision be decided in Targets favor, let us know so that we can issue a refund.

• Initial Complaint

  Date:11/20/2024

  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.

  Technicians cancel the service over and over again and dont show up. On all the forms I filled out they stated no charge until service has been completed. After a week of technician no shows they charged me $224 for the installation which never occurred. What a scam.

  Business Response

  Date: 12/05/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we confirmed that you werent charged. What you may have noticed on the account is the pre-authorization hold. If the service is canceled, this is released and returned within a few days. 
  
  Regarding the techs never showing up, your location is in a low-coverage area, making it challenging to source a technician. While we would love to service every customer, we arent able to get to everyone. We are implementing a new system that makes it easier for customers to see if they are within a service area.
  
  Should you have any questions, please contact us at ************************************************************.
  
  

• Initial Complaint

  Date:11/12/2024

  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.

  The HelloTech technician attempted to install two thermostats. After being unsuccessful, he entered my attic to access the furnace. He was then able to install one thermostat but not the other. We went back downstairs to close out the installation and he documented he was unable to install one of the thermostats because he claimed there were issues in the furnace in the attic. After he departed, I discovered that he stepped in the drywall in the attic instead of safely walking on the wood joists. This caused my ceiling to partially cave in with a huge dent that needs new drywall and patching. I contacted HelloTech and they told me this was being "transferred to tier 2 support because the agent had not properly documented the case". It's not my fault the HelloTech didn't document his own damage and seems like the company is trying to cover it up. I request a refund of the installation fee and an additional refund of $200 which is the quote I received to repair the drywall A photo of the damage has been uploaded for evidence and proof

  Business Response

  Date: 11/20/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we have confirmed that you called to report damage during the installation. Please be on the lookout for an email from the damage claim department to resolve this. 
  
  Should you have any further questions, please feel free to contact us at ***********************************

• Initial Complaint

  Date:11/04/2024

  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 purchased at 85 inch tv through ******* online and they contract through a company called Hello Tech to have someone come to my home and put mount in the my wall and mount the very heavy tv. We had appointment set for 5 days and they emailed my wife this stating some name ***** would be at my home at 10 am today November 2 to iprovide the service I paid for. The technician never showed.I contacted their customer service line line and they put me in a service que from 11- to originally 5 then to 8 pm with no technician assigned. I have to re arrange my hole day and cancel a very important work netting to accommodate this business and they cant even guarantee me a technician to come and complete the job. They offered for some to guarantee tomorrow but they told me I would be in a 8 hour que with no assigned technician. I paid $75 extra on top of the price of the tv but I still paid for service that they are not providing. The account is under my wife mardel name

  Business Response

  Date: 11/20/2024

  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 complete and that a refund is due. The account holder should be on the lookout for an email requesting the necessary information to get the refund processed. Unfortunately, because the payment was not made through our platform but by one of our partners, we cannot refund the original payment method. 
  
  We are excited to hear back from you.
  
  

• Initial Complaint

  Date:10/30/2024

  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 bought a tv and mount through ***********. They sub contract Hello tech for a mounting service. I paid for the mounting service and gave hello tech 2 weeks worth of available times to come to my house. They scheduled and cancelled and then would not reschedule. I contacted the company several times and they said they couldnt help me that dispatch was working on it. I tried working with them on availability asking if certain times worked better for them since I live 30 minutes outside of town. Still no help or information just dispatch working on it. 2 weeks went by and I all of a sudden just got a cancelled service notification. Come to find out they permanently cancelled the service I paid for without attempting to complete it. I reached out again and they said I could go back to ******* and reorder (aka repay) for the service or they can send me a refund but I have to wait 6 weeks for them to refund my money. Which I wasnt going to go back to ******* and repay for a service I already paid for so I told them to refund my money. I have now waited the 6 weeks and have not received the check. I reached out again today and same sort of answer they cant help me the billing department has the order for refund but hasnt processed it yet. So to sum that all up I paid for a service they never did and now they wont even give me my money back. Its straight thievery. I did call ******* and speak to them and whats even worse is they reported to ******* that they provided the service. Which is very untrue. I would like this business to not be able to conduct any business with anyone in the future but I understand that is unrealistic. I would at least just like my money back in full for a service I paid for but never provided.

  Business Response

  Date: 11/20/2024

  First, we would like to apologize for your experience with HelloTech thus far. After reviewing your account, we confirmed that the order needed to be completed and ultimately canceled. Unfortunately, you are in a low-coverage area, making it challenging to source technicians. While we have processes in place to try to catch these orders beforehand, it is possible for regions we havent visited to slip through. 
  
  Regarding the booking/rebooking, we think there was some confusion. Customer support didnt want you to repay for the service. They suggested it because sometimes, once a code has been redeemed or the service booked, we can no longer reuse it for a service, whether it was completed or not. Typically, ******* is able to give us a new code we can use so it registers in their system upon completion.  
  
  As for the refund, we have a specialist looking into the matter for you, as the check should have been delivered by now. Please look for an update soon regarding your preferred method of contact. 

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