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:06/18/2022

  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.

  Back in September 2021 I order hellotech to install nest thermostat. Technician came and mess up my ac system he walked away and I had to contacted hellotech asked for repair hellotech scheduled 2 time technician but they didn't get it repaired. They asked me to find local repair and they would reimburse me I had called my home warranty American home shield $75.00 and I had to stay at my sister-in-law house 3 days to avoid the heat $300.00. I sent the request through email claim service until now I did not get any response even I been callings spent a lot of my time un still now 6/18/2022. This business is not honestly and treating customer good and their support is terrible.

  Business Response

  Date: 07/06/2022

  Business Response /* (1000, 5, 2022/06/22) */ After reviewing your account, I see that you were in communication with someone from the claims department and that we were trying to resolve the issue for you. It looks like things came to a standstill when you requested to be reimbursed $360 for what you would have had to pay if you had to stay at a a hotel for the 3 days that you stayed at your sister-in-laws. Unfortunately, as this is not a cost needed to repair the HVAC system it would not be covered. We would love to reimburse you for the amount mentioned and get your claims case resolved. Please reach out to us at ******************** so that we can get this taken care of for you.

• Initial Complaint

  Date:06/18/2022

  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 contacted hellotech to mount tv and hide wires, when the rep arrived he informed me he didn't have the tools to hide the wires that a follow up appointment would be scheduled at a later date to hide the wires. Upon arrival ***** was running late because of a finger injury from glass from the last job. ***** informed me that he didn't know how much he could do but he would try, after some attempts to mount the tv, his injury was irritated and he left for the hospital, I told him it was all good I'd get it mounted which I did after a Home Depot visit and several hours later I had mounted my TV myself. Obviously since I did the job myself, I don't expect to be charged. It was even reported as not completed due to an injury which was from another job not this one. They did do a follow up and hid the wires which I paid for and am not in need of a refund, but I'm still awaiting my refund for mounting after being told 24-48 hours... this was June 6th, I have since called back twice I'm getting the run around excuse of being backed up they can't give me a timeline for refund. At this point, I am now seeking refund for both the mounting and the wire hiding for the major inconvenience and being lied to. I tipped both gentleman that came as the reps were very nice people and this has nothing to do with either of them. I haven't received any email that shows my discussion refund process or any written correspondence which I specifically requested. I do not recommend this company

  Business Response

  Date: 07/08/2022

  Business Response /* (1000, 5, 2022/06/25) */ First, I would like to apologize for the experience that you've had with HelloTech thus far and the lengthy delays. We were recently impacted by Covid and ended up with a backlog of tickets. After reviewing your account, I see the technician was not able to complete your installation due to a finger injury. Being that you completed the installation yourself, there shouldn't have been a charge, and you have been refunded for your service appointment on June 5th. Should you need any additional assistance, please don't hesitate to reach out at *******@hellotech.com

• Initial Complaint

  Date:06/17/2022

  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.

  Tech Canceled appointment and I was still charged. He never showed up.

  Business Response

  Date: 06/24/2022

  Business Response /* (1000, 5, 2022/06/21) */ First, I would like to apologize for the experience you've had with HelloTech thus far. We understand the importance of technicians making their appointments and not being charged for services never rendered. I see that one of our Senior Customer Support representatives has reached out to you and has refunded you for the charge you received. If you need any more help, please do not hesitate to contact us. Consumer Response /* (2000, 7, 2022/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Apologized and full refund received.

• Initial Complaint

  Date:06/16/2022

  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.

  On 12 Jun 22 I ordered a TV at **********, I also ordered installation services for $94.99. Installation was scheduled for 14 Jun at 4 pm, by 4:30 the installer didn't come so I installed it myself. I contacted ****** to request a refund, spent 10 minutes with them then they told me to contact HelloTech who is responsible for installation. I spent 60 minutes with HelloTech and they kicked me back to ******! Today I spent another 30 minutes with ****** and still haven't gotten the refund! I am extremely angry and disappointed at this kind of treatment. Installing the TV takes 10 minutes, instead I now need to spent almost 2 hours just to get a refund!! I'm filling the complaint mainly against ****** because I paid them. I would also like to have this on the record of HelloTech because they are responsible for creating this problem. As resolution I would like a refund of $94.99 plus $*** as compensation for the mental distress caused.

  Business Response

  Date: 06/22/2022

  Business Response /* (1000, 5, 2022/06/17) */ First, I would like to apologize for the experience you've had with HelloTech. We understand that the reasonable expectation for booking an appointment is that it starts on time. We have addressed your concerns with our staff to ensure this matter was handled appropriately. We would have loved to refund you your money being that you installed the TV yourself. Unfortunately, since the charge did not occur on our platform, we cannot process the request. Please reach out to ****** again to request a refund, as this should be honored. If they request proof that the service never occurred, please feel free to reach out to us at *********************, as we would be happy to assist. Consumer Response /* (2000, 7, 2022/06/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) ****** asked me to contact HelloTech, now HelloTech kicks me back to ******. This is why I went to the ***, because nobody was taking responsibility for this. I'm done with this, I just won't buy any electronics or service from either of them.

• Initial Complaint

  Date:06/14/2022

  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.

  Yesterday, 6/13/22, ****, came to install a new alarm system. When I signed in for the service, I clearly indicated that the purpose was to replace an old alarm system. The day before, I decided to call their customer service to confirm that they would remove the old sensors to place the new ones. I was told that they would not, despite the fact that they came to replace an old system. So, I had to remove the old sensors myself, and then, after carefully reading the instructions, I installed most of the new sensors, except for one, which I left for the installer. When he came, I clearly said that the instructions state that they can;t be more than half an inch apart. He said that two inches is fine. So he installed the only one sensor two inches apart. Now it doesn't work. To fix this, instead of repositioning it, he took one part of another sensor, which means that now, I cannot use this extra sensor.Then, he called customer support, without telling me who he was calling and put his phone on my face, the moment that they started asking for passcodes. All of this without uttering one single word to me. When I called it to his attention, he kept arguing with me non stop, in an attempt to say the last word. He did not consider that the screws for the fire alarm were appropriate but instead of replacing them and charging me the .15 they cost, he just installed it with inappropriate screws and left it there. Finally, the old alarm panel, which I was told by customer service, they would not uninstall, was on his way only because he igored me when I told him to install the new one higher. To fix this, the man tried to rip the old alarm pannel off the wall, although it is hardwired. He left it half hanging from two screws with the cable exposed and a damaged wall, and it is an unbelievable eyesore, which was not there when he came into my house. This is unacceptable. This man whould not be allowed to perform service.

  Business Response

  Date: 07/08/2022

  Business Response /* (1000, 5, 2022/06/17) */ First, I would like to apologize for the experience you've had with HelloTech thus far. We agree that the technician's behavior was unacceptable and have addressed these concerns as improving our service is a priority. Regarding your recent service, I see here that during your installation, some damage occurred to your wall. I sent your account to our claims department so they can get started working on it. A claims manager has reached out to you via the email address on file with a link to our claim submission form. Please fill this out at your earliest convenience as we would like to get your home restored back to the way it was. Again we cannot apologize enough for your experience but will ensure that we make things right for you. Consumer Response /* (3000, 7, 2022/06/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Contrary to what this response states, nobody has reached out to me so far from HelloTech to resolve this matter and therefore I have been given NO form to fill out. Additionally, damage to the wall is only one of the issues. As stated in the complaint, one of the sensors has been doubled due to incorrect placement. This also must be resolved. As of right now, without having been accompanied by ANY action by HelloTech, I will not be able to accept a resolution that includes the following untrue statement: "A claims manager has reached out to you via the email address on file." This has not happened. Business Response /* (4000, 9, 2022/06/24) */ We apologize if you haven't seen the communication we have sent, but an email was sent on 06/17/22 at 10:15 am. We have resent the email so to you as of 06/24/22 at 9:18 am. Please check your spam or junk folder as it may have ended up there. If you still do not see it, please reach out to us at********************** as we may have the wrong email address on file. We look forward to hearing from you.

• Initial Complaint

  Date:06/03/2022

  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 completed an online form for installation of a security camera and these services were never performed by the technician who was a no-show. HelloTech charged me anyway on 5/16/2022 even though no services were performed. I contacted them three (3) times and was told I would be refunded my $****** payment; however I still have not received my refund.

  Business Response

  Date: 06/22/2022

  Business Response /* (1000, 5, 2022/06/08) */ We apologize for the recent experience you had with your service. After reviewing your account, we see that the technician was on-site. When a technician uses our platform to start and end jobs, our app tracks their location. The technician's geocoding shows he was one foot away from your house when he started the job and was on site for 20 minutes before marking the job unserviceable. When you spoke with one of our customer service representatives, you mentioned that the two times the technician tried to call you, there was a bad connection and that you couldn't hear him. This might explain why he was unable to reach out while on-site and help to shed light on how you missed each other. Regarding the charge, I see that you were billed for the services, but the installation never occurred. This was not by mistake. Our cancellation policy states that the full service will be charged if an appointment is canceled less than three hours before its start time. This ensures technicians are still able to get paid as they were unable to claim another job for that time frame. Being that it sounds like a bad cell phone connection was one of the biggest contributing factors for the missed appointment, we have refunded the service. If you require any further assistance, please don't hesitate to reach out to us at *********************.

• Initial Complaint

  Date:05/31/2022

  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 ordered TV mounting services to be completed today and because "their systems were down all day 8am-5pm" I did not receive an update via email or telephone number. I called and spoke with the same lady that just wanted to keep promising to call me back and never did. I WANT MY MONEY BACK NOW!!!!!!!! I DO NOT WANT AN APOLOGY I WANT TO SEE MY FUNDS BACK IN MY ACCOUNT NOW!!!!!!!!!!!!!!!!

  Business Response

  Date: 06/22/2022

  Business Response /* (1000, 5, 2022/06/07) */ We apologize for the experience you've had with HelloTech thus far. While the goal is to only have our systems down during scheduled maintenance, we had an unforeseen circumstance resulting in system issues. Regarding your money, we've reviewed your account and see that the payment was not processed. You were looking at the preauthorization hold that we put on the account prior to service to ensure the technician is compensated upon completing the job. Since your installation was canceled, the hold was automatically released on 06/01/22 and should have been made available in your account by your card issuer. For more information on the preauthorization hold, please visit us at ************* to view our terms of service. If you have any more questions or need assistance, please do not hesitate to reach out to us at **********************

• Initial Complaint

  Date:05/24/2022

  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.

  Today I scheduled same day service for mounting of a tilted tv over my fireplace. I called and spoke with a representative who quoted me about $268. With fees it was $292. I told her I needed the equipment for the installation such as the wall mount. She did not mention that I would need to supply any additional equipment. The tech arrived and completed only part of the job because I did not have a long enough HDMI cord. The tech also left dust and debris from drilling the holes on the floor and mantelpiece. He did not vacuum so I had to do it. The tv was left on the floor. I called and reported the issue and my frustration. The business said they could send someone out but could not promise tot would occur the next day. I installed the tv myself but in the process saw that the technician tightened the mounting equipment screws too tight and it would not tilt. He had not mentioned that this may be necessary so I had to not only mount it over the fireplace myself, which they charged an additional $69 for, but I had to remove it to loosen the screws that were too tight. I found this all frustrating and for what I paid it hardly seems worth it. It is unacceptable to leave a mess and not complete the job and the tech did not offer to return. I had to call and ultimately resolved the matter myself because I selected her he vendor primarily for same-day service. I would like a partial refund of the amount paid for the install above the fireplace since I did that myself not the tech and an additional $31 off for the mess the tech left and the failure to offer to finish the job before leaving. The photos show how the tech left the project at a cost of nearly $400.

  Business Response

  Date: 06/14/2022

  Business Response /* (1000, 5, 2022/05/28) */ We apologize for the experience you've had with HelloTech thus far. We agree it's unacceptable to leave without completing the job, including leaving debris behind. We've taken steps to address these concerns so that we may ensure this doesn't happen again. After reviewing your account, we see that you spoke with one of our Senior Support Representatives, who issued a partial refund. While having an upset customer is never what we want, we are glad we were able to do something to make this right for you. Please, if you have any questions, do not hesitate to reach out to us at *********************

• Initial Complaint

  Date:05/20/2022

  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.

  We had in wall cable running to hook up internet to a room we wanted it in. The service was $224.10 and took place Dec. 8, 2021. We told the technician where we wanted it to enter the wall and explicitly to not drill a hole in the siding of the house which was ignored and voided the warranty for our brand new siding. We have since filed complaints with HelloTech to get it re-ran to where we wanted it so we don't have an eye sore and can have the hole patched which was bid at $111.56. HelloTech has still not sent us the money either. We have tried to set up new appointments through phone and email which keeps getting canceled and they keep telling us they will get in contact with us but never have. Needs to be rectified. I feel that 6 months is more than ample time to get a company to rectify a problem.

  Business Response

  Date: 06/22/2022

  Business Response /* (1000, 5, 2022/06/01) */ After reviewing your account, we see that we made multiple attempts to get another technician out to complete the in-wall cable run for you properly but were unable to do so due to having low technician coverage in the area. While we would like to make this right and complete it for you, we understand that it isn't always possible. Being that we were unable to locate another technician to complete the job, the claims department issued a refund of $314.10, returning the amount you paid for the service, and has submitted your information to the finance department for the reimbursement $111.56 to cover the cost of repairs. Should you have any questions or need any additional help, please feel free to reach out to us at *********************

• Initial Complaint

  Date:05/20/2022

  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 payed hello tech for an install of a smart door bell. They sent someone who was not able to install the doorbell. I had to hire someone else to come and install my doorbell. I contacted hello tech right away for refund and it has been 3 weeks and numerous phone calls. I asked for their billing department to contact me and after 3 days they still have not contacted me. I would like for this company to reimburse me for the service and my time as well for all the phone calls I've made to them to try and get my money back

  Business Response

  Date: 06/16/2022

  Business Response /* (1000, 5, 2022/05/24) */ First, we would like to apologize for the lengthy delays and any inconveniences this may have caused you. Unfortunately, we were working through a backlog of tickets due to being impacted by Covid. After reviewing your account, we see that a refund has been processed for your smart doorbell installation and should reflect in your account within five business days. If you have any questions, please don't hesitate to reach out to us at [email protected].