Complaints

This profile includes complaints for Arlo Technologies Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Arlo Technologies Inc

  2200 Faraday Ave Ste 150 Carlsbad, CA 92008-7224

  
• 

  Arlo Technologies Inc

  3030 Orchard Pkwy San Jose, CA 95134-2028

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:09/05/2025

  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 originally purchased two orders from Arlo as a security system set up for my new home. The order numbers are ******** ( $314.77) placed on May 23, 2025 and ******** ($180.18) placed on July 2, 2025. They include a variety of sensory, security cameras and a doorbell camera. I tried to onboard my security hub (the part that makes the whole system connect) and was not able to get back the onboarding siren test. I have talked with 5 different representatives over the phone and chat support and none were able to fix the issue. They told me it was a known issue with no estimated timeline to fix and were unable to give me a refund. I asked to speak with a supervisor twice in each of the days these calls occurred August 31, 2025 and September 5, 2025 with no call back as of 6:34 est on September 5, 2025. On September 5, 2025 I contacted Arlo support again by phone and attempted to get help onboarding my home keypad. They were unable to give me a timeline for my error in onboarding to be resolved and told me it was a known issue. I was not able to make it past the "test alarm" section of the onboarding process and it will not allow me to use the full capabilities of the product until it is on boarded. I had to speak with three different individuals with three different departments including the technical department. I was on hold for at least a third of the time. They were unable to provide a timeline for when a fix would happen but stated it is a known issue. There is nowhere on their website that states this is a known issue with OnePlus or ******* phones. I repeatedly asked for a refund and offered to send back all the items. They were unable to help. After the previous 2.5 hr phone and chat communications last week no manager contacted me as promised to discuss my case. I asked for an exception to make a refund after they offer replacement items.

  

  Business Response

  Date: 09/06/2025

  Hi ******, 
  
  Greetings! 
  
  My name is *******, one of the ************* Advocates at **********************. 
  
  Thank you for reaching out and sharing your concerns with us regarding your recent orders (******** and ********). I truly regret the difficulties youve experienced so far.
  
  Please be assured that Ive logged your complaint under Case #********. I will be calling you today within your local business hours to discuss this matter further, and Ill be glad to work closely with you toward a resolution that meets your satisfaction.
  
  At your convenience, you may also reach us directly at ************ for further assistance.
  
  I look forward to your response.
  
  Thank you for doing business with us.
  
  
  Sincerely,
  ******* *** Fajut
  ************* Advocate
  ******************, ****

• Initial Complaint

  Date:09/02/2025

  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 was charged $215.88 for services from Arlo on 8/31/2025 I was taxed at 11% totaling ******. The sales tax for the state of MS is 7% and my home, **********, has no additional sales tax. This is an overcharge for imaginary taxes that Arlo is stealing. When I brought this to Arlo's attention, they disputed the public record of the city's taxes, then demanded that I provide a 'tax-exempt certificate' from the city government to correct their mistake.

  

  Business Response

  Date: 09/02/2025

  Hello ****,

  
  Good day!

  
  This is ****** from Arlo *************.

  
  We would like to convey to you our sincere apologies for the inconvenience you have experienced with the tax charges to your account. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. Arlo Technologies Inc. appreciates hearing from customers like you because we need feedback from our customers to help us monitor and maintain the quality of our products & services.

  
  ****, please let me assure you that we continue to be committed in providing you and all of our customers with the highest standards of product & service in the industry.I would like to get in contact with you to make the best attempt in regaining your confidence in our company and provide solution to your problem as soon as possible. I will reach out to you tomorrow, Sept. 3rd, during our business hours. If you wish to be contacted at a different date and time, please let us know by responding to Case # 45055738.

  
  Please be informed that for refunds, the device should have been purchased directly from ************************** within 30 days from the original shipment date. However, you may check the reseller where you purchased the device to learn their return policy.

  
  Our responsibility as the manufacturer is to provide Technical Support and replacement to our valued customer who is still within the warranty.

  
  Thank you for choosing Arlo Technologies Inc.

  
  Sincerely,
  ****** A
  ************* Advocate
  **********************.

• Initial Complaint

  Date:09/01/2025

  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 purchased this camera to have a live feed of employees working on my property. I contacted support and they told me my wireless camera needed a subscription to view continuous loop. Annoying but I was willing to pay it. I chatted with support they knew exactly what camera I had and what I was looking to do. So I purchased the subscription on the grounds that I would be able to use the continuous loop on my wireless camera. The same day, it wasnt working, so I contact support again, they told me oh yeah it has to be plugged in to work MY WIRELESS CAMERA HAS TO BE PLUGGED IN TO WORK, make that make sense. I told them I wanted to cancel my subscription, and they said no. I literally reached out the same day I bought it because it didnt work. They didnt care, in fact they removed all chat history about me wanting to cancel for their app, so I couldnt pull it for my credit card dispute. This company has a history of scamming people its evident. They need to learn some customer service. THEY SOLD ME A SUBSCRIPTION I CANT USE and they refuse to refund me, I want my money back. WYZE would never!

  

  Business Response

  Date: 09/01/2025

  Hi *********,
  
  
  Good day!
  My name is Jessa, a Customer Advocate at **********************. I am reaching out to you to address your concern. We thank you for bringing this to our attention and appreciate your feedback on the opportunities we surely want to work on. This will help us review and re-calibrate the quality of support and service we offer to our customers. Please be assured that your feedback is taken very seriously and will be forwarded to the concerned team to make improvements and provide a satisfactory user experience.
  
  
  I would also like to work with you and resolve your unsettled issue in the hope of regaining your trust and confidence in continuing your business with us. Please note that we will need additional details to locate the charge and complete the request.
  
  
  Kindly provide your best callback number and best available so I can assist you with your concern. Our office hours is from 6AM to 6PM PST. 
  
  
  I look forward to your response.
  Thank you for doing business with us.
  
  For future references, refer to your Case ID ********.
  
  Sincerely,
  
  
  ***** *.
  Customer Care Advocate
  ******************, ****

• Initial Complaint

  Date:08/27/2025

  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 canceled my account with ********************** approximately 2 months ago. I just received a credit card statement and they are still charging me $20/month. There is no phone for me to call, no live chat because I closed the account. I have want them to reverse the charges made after I cancelled. Thats not ok

  

  Business Response

  Date: 08/27/2025

  Hi ********,
  
  Good day!
  My name is ******** a Customer Advocate at **********************. I am reaching out to you to address your concern. We thank you for bringing this to our attention and appreciate your feedback on the opportunities we surely want to work on. This will help us review and re-calibrate the quality of support and service we offer to our customers. Please be assured that your feedback is taken very seriously and will be forwarded to the concerned team to make improvements and provide a satisfactory user experience.
  
  I would also like to work with you and resolve your unsettled issue in the hope of regaining your trust and confidence in continuing your business with us. Please be advised that the account has been deleted but the plan remained active. I will assist you in completing the plan termination.
  
  Please be advised that I will be contacting you today, between the hours of 5 PM to 6 PM EST. If you wish to be contacted at a specific time, let me know and I will be happy to assist.
  
  I look forward to your response.
  Thank you for doing business with us.
  
  Sincerely,
  
  ******* **********
  Customer Care Advocate
  ******************, ****

• Initial Complaint

  Date:08/14/2025

  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 March 4, 2025, I closed my account with **********************, receiving a confirmation (see attached Pg 1of2).However, on July 19, 2025, Arlo sent an email 'reminding' me that my subscription would auto-renew on 9/1/2025 (see attached Pg 2of2).Between July 19 and today, I have tried contacting Arlo. However, unless one has an account, and it appears that it has to be a 'premium' account, a person cannot submit a problem ticket, much less talk to anyone in the company. The phone number listed in BBB's own website answers with a voice message that basically tells the consumer that they must have an account.I'm at an impasse as to how to resolve this, so am hoping that BBB will have better luck at contacting Arlo with my issue such that it can be resolved before my **** is debited. Thank you.

  

  Business Response

  Date: 08/15/2025

  Hello ******,
  
  Good Day!
  
  This is ******* from Arlo Customer Care. 
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with the issue youve reported with your subscription. This issue has no doubt caused you some frustration, and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. We appreciate hearing from customers like you because your feedback helps us monitor and maintain the quality of our products & services. 
  
  ******, please let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product & service in the industry. I would like to work with you to resolve this issue and review your refund request.
  
  I have created a case number ******** as your Arlo case reference. I will be contacting you today during your local business hours.
  
  Thank you, and have a great day! 
  
  
  Kind regards,
  ******* *. 
  Customer Care Advocate
  **********************. 

• Initial Complaint

  Date:08/03/2025

  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 purchased over $1500 worth of cameras and additional computer hardware from Arlo. When I bought these products, there was no obligation to have plan that I would have to pay either monthly or annually for. When I purchased these cameras, I was able to use a flash drive Attached to the base and simply watch the cameras from either my iPad or phone at my leisure or to look at the recorded videos the flash drive. All of the cameras that I have purchased from Arlo no longer work at all because I do not pay for a or annual plan. In essence, the $1500 of cameras and associate hardware is absolutely useless now which makes no sense because they all work. The only problem Arlo is now forcing me to pay for a plan that I was not obligated to do when I initially bought the cameras. It was clear when I bought this hardware that I would not have to have a plan to continue to use the cameras and the Arlo base Arlo has completely changed their platform, completely disrespecting my reason for buying their cameras and not intending to ever have a plan. When I say cameras work, its they are low software that will no longer allow them to record videos.

  

  Business Response

  Date: 08/04/2025

  Hi ****,
  
  
  My name is Von, a Customer Advocate at **********************. I am reaching out to you to address your concern.
  
  
  We thank you for bringing this to our attention and appreciate your feedback on the opportunities we surely want to work on. This will help us review and re-calibrate the quality of support and service we offer to our customers. Please be assured that your feedback is taken very seriously and will be forwarded to the concerned team to make improvements and provide a satisfactory user experience.
  
  
  I would also like to work with you and resolve your unsettled issue in hope to regain your trust and confidence of continuing your business with us.
  
  
  Please be advised that I will be contacting you today via email, between the hours for 8AM to 3PM PST. If you wish to be contacted on a specific time , let me know and I will be happy to assist.
  
  
  I look forward to your response.
  
  
  Thank you for doing business with us.
  
  
  Sincerely,
  Von L.
  Customer Care Advocate
  ******************, ****

  Customer Answer

  Date: 08/06/2025

  Dear Von/Arlo,

  I appreciate you out reach and offers to help.

  My primary reason for reporting this to the Better Business Bureau is because I want this issue on record as there are many of us struggling with this.  The BBB needs to know this is happening.

  It is impossible to find reference to these kinds of problems on the internet because all the search terms pull the client/purchaser to web sites controlled by Arlo.  If you go to Reddit or other web sites Arlo cannot effect, these issues are plentiful in documentation.

  I have worked with Arlo for probably 7 years or more. Each year it becomes increasing more complex and convoluted to use the devices without a "subscription" and the instruction on the "help" pages do not help you navigate. Everything about the "new" formats makes using the cameras as cameras so much more difficult.

  I am sure Von or another Arlo team member will help me. And I know they will fix my issues immediately because they don't need to be there. Unfortunately, Von is now where to be found on the internet of by phone unless....interestingly enough, you buy a subscription.

  Arlo has never been so available to help in 7 years as they have when I reached out to the BBB.

  ****

  

  Business Response

  Date: 08/11/2025

  Hi ****,
  
  
  My name is Von, a Customer Advocate at **********************. I am reaching out to you to address your concern. 
  
  We appreciate you bringing this to our attention and value your feedback on areas we can improve.
  
  I attempted to reach you by phone but was unable to get through. I also sent multiple emails with our callback number so you could contact us at your convenience.
  Since we have been unable to connect, you may reach us directly at ************.

  
  If you would prefer a callback, please reply with your best availability, including your preferred date, time, and time zone, so we can arrange a call for further assistance.
  ********** is open daily from 6:00 AM to 6:00 PM PST.
  
  Please be advised that I will be contacting you today via phone and email, between the hours for 8AM to 3PM PST. If you wish to be contacted at a specific time, let me know and I will be happy to assist.
  
  
  I look forward to your response.
  
  
  Thank you for doing business with us.
  
  
  Sincerely,
  Von L.
  Customer Care Advocate
  ******************, Inc.
  

• Initial Complaint

  Date:07/28/2025

  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.

  Arlo technologies added my account to a "plan" with three cameras. I had no idea these cameras have been uploading video to thir servers or cloud, or whatever they want to call it. The videos have been uploading to their "cloud" since the end of June, catching and retaing VERY INTIMATE MOMENTS of mine and my wifes life, WITHOUT MY CONSENT! They assure me that everything is safe and secure, but I do not care what they say... EVERYTHING is HACKABLE when a peson with the skills is determined! I contacted them and they said that it is a free trial, THAT I NEVER ASKED NOR SIGNED UP FOR, and that there is NO WAY to remove it. I think it is a huge BREACH OF PRIVACY and TRUST! I have a friend who could hack their systems withing a day. I DO NOT GIVE ARLO CONSENT TO UPLOAD MY PRIVATE AND OR PERSONAL SECURITY FOOTAGE FROM MY SYSTEM to their "CLOUD"! I want whatever it is that is making these THREE cameras do this, SHUT DOWN IMMEDIATLY! I am also looking into starting a lawsuit! THIS IS NOT ACCEPTABLE! I HAVE NO IDEA IF ANYONE FROM ARLO TECHNOLOGIES CAN ACCESS THESE VIDEOS AND DO ANYTHING LIKE MISUSE THEM, THO THEY PROCLAIM THEY ARE VERY SECURE! The fact that I cannot shut down this "PLAN" and stop the cameras from uploading to this"CLOUD" is VERY DISTURBING!

  

  Business Response

  Date: 07/29/2025

  Hello ******,
  
  Good day!
  
  This is ******* from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with the Arlo Subscription Trial and Recordings. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. Arlo Technologies Inc. appreciates hearing from customers like you because we need feedback from our customers to help us monitor and maintain the quality of our products & services.
  
  Please let me assure you that we continue to be committed in providing you and all of our customers with the highest standards of product & service in the industry.
  
  I do see that our Level 3 team is already handling your concern under case ********. I will be contacting you within the today to address your concern. May you please advise your preferred contact time so we can advise out L3 team as well. 
  
  Thank you and have a great day!
  
  Regards,
  
  ******* *.
  Customer Care Advocate
  ******************, ****

• Initial Complaint

  Date:07/28/2025

  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 recently reconnected 3 cameras. Once I did, I was thrown into a free trial and was able to see movement and get alerts. After the trial I had an option to pay for a subscription. I did just that. I was no longer getting alerts or seeing activity. I reached out to Arlo via Chat because the is no phone number to call. The person I spoke to stated my cameras are on the End of Life spectrum and that he/she would transfer me over to technical support for a free replacement option.I have been sitting waiting on someone to join the chat for about an hour.

  

  Business Response

  Date: 07/29/2025

  Hello *****,
  
  Good day!
  
  This is Lily from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your device. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. Arlo Technologies Inc. appreciates hearing from customers like you because we need feedback from our customers to help us monitor and maintain the quality of our products & services.
  
  *****, please let me assure you that we continue to be committed in providing you and all of our customers with the highest standards of product & service in the industry. I reviewed the case related to your concern. I would like to apologize that you encountered notification issue with your devices. 
  
  I have created case number ******** as your Arlo case reference. I will be contacting you within the day to address your concern.
  
  Thank you and have a great day!
  
  Regards,
  
  **** *.
  Customer Care Advocate
  ******************, Inc.
  
  

  Customer Answer

  Date: 07/29/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******
  
   
  

• Initial Complaint

  Date:07/28/2025

  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've done biz with Arlo since its founding, before it was spun off. It's been rocky & dicey over the years, but Arlo Technologies has SUNK TO A NEW LOW for THE ENTIRE TECH INDUSTRY. And I go back with the tech industry before the ** was invented! Today I tried to complain about 2 problems that I need fixed: 1. POP-UP PITCHES TO UPGRADE every time I access my account via desktop web browser, including repeated pitches WITHIN each session; 2. LACK OF FUNCTIONALITY of the phone app, which is the latest version! The ONLY option I'm given is "CHAT": Got an agent who transferred me to a "dedicated team"; person was "Md Umar" WHO COULDN'T UNDERSTAND THE DIFFERENCE BETWEEN MY ** & MY PHONE! I was trying to fix the pop up problem first, & he kept telling me to upgrade the PHONE APP. Then he DUMPED THE CHAT. Here's what happened:Agent: You are next in line BOT:You are now chatting with Arlo Support.Agent: Dear **** *****, Welcome!USER:SUPERVISOR Agent: ****, you have reacehd chat support,USER:SUPERVISOR Agent: I can help you with supervsior call back.USER:Md Umar DUMPED MY CHAT Agent: I do not have option to transfer chat to supervisor.USER:CALL ME Agent: I can arranged you supervsior call back but not on immediate basis.Agent: You are next in line BOT:You are now chatting with Arlo Support.Agent: Dear **** *****, Welcome!- CHAT DUMPED TWICE MORE!I called the 833 # on this page, which has an announcement demanding a CASE #. When I go to the support page via my computer, I'm told to log in to start a case. I'm already logged in! I log in on THAT page, it takes me back to my Arlo account page!After doing that loop a few times, I find that there's an email with a case #. Called, told the gal in ****** I need a supervisor, transferred to TECH "****" in **. AN HOUR LATER, no clue!! Tell **** I want a supervisor, which is how we started, he says HIS supervisor will call me back. SHARU, IN *****, CALLS ME. BACK TO SQUARE 1! 2 HOURS WASTED. MY DAY IS SHOT.

  

  Business Response

  Date: 07/29/2025

  Hello ****,  
  
  Good day! 
  
  This is ***** from Arlo Customer Care. 
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with our Support channel and the issues you had with your Arlo App. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization.Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. We appreciate hearing from customers like you because your feedback helps us monitor and maintain the quality of our products & services. 
  
  ****, please let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product & service in the industry. In order to provide you access to your Arlo account once more, I would like to assist you and handle all your concerns.
  
  I have created case number ******** as your Arlo case reference. I will be contacting you within the day to address your concern.
  
  Thank you and have a great day! 
  
  Kind regards,
  ***** *.
  Customer Care Advocate
  ******************, Inc.
  
  

  Customer Answer

  Date: 07/30/2025

  Response was made by a "***** M" supposedly from the company. I received a phone call early Tuesday morning, which I didn't answer because I assumed it was another outsourced person in the ***********, such as the young girl who phoned me AFTER my experience on Monday and wanted me to explain everything all over again! Obviously, I refused to do that.
  "*****" just phoned me again. She's obviously in the ***********. I asked her where she's located, she stated ***********. I told her that given my having to resort to a 3rd party, specifically the BBB, I expected that I would be contacted by the company office. She stated that she was calling from the company office. I pointed out that the company office is in ********, **. (I've been to ********, ***. A few times. **********.) She then stated that she's "working hybrid" or something like that. Then she launched into an attempt to get me to explain everything all over again. In answer to a question, I mentioned that I'd sent Arlo a screen shot. She said that she couldn't find it. IT'S ATTACHED TO THIS COMPLAINT. I pointed out that there are two aspects to this complaint: Arlo Technologies' gawd-awful business practices, particularly involving "customer support", and the technical issues I tried to resolve on Monday. I pointed out that her communications describe her as a ************** Advocate" versus a technician. She claimed that she does both! I told her that I'd already spent hours on Monday trying to fix the technical problems alone, that I'm extremely busy today, and that I don't have time to babysit this matter through more pointless chitchat. I told her to have someone from ******** contact me and said goodbye. NOW I get an email from "***** M" basically saying that she is the ONLY point of contact and that there will be NO change to Arlo Technologies' substandard procedures! This is a continued runaround, waste of my time, and heinous disrespect by this company and is 100% UNACCEPTABLE.

  

  Business Response

  Date: 08/07/2025

  Hi ****,

  Thank you for reaching out and sharing your concerns. We understand how frustrating this situation has been for you, and we appreciate the opportunity to respond.

  While we strive to resolve every concern to our customerssatisfaction, we must also adhere to the policies in place to ensure fairness to all our customers.That said, we remain committed to providing quality service and are still open to working toward a reasonable resolution. If you would like to discuss further options, please feel free to reply to this email or contact us directly at on your case number ********.

  Wed like to offer you 1 year off free subscription plan and we'd like you to take advantage of this while we work on the issues you've encountered. We can also check the issues you had with your devices and we can check if replacement will fix the issues.

  We hope you'll give us the opportunity to speak with you directly and address your concerns.

  If you have an alternate phone number or if you wish to be contacted on a different time and date - let me know, or you may contact us directly to **************. You may also respond via ****************************************** and use the case number ******** as the subject of your email.

  Best Regards,
  ***** *. 
  Customer Care Advocate
  **********************.

  Customer Answer

  Date: 08/10/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved for the 1 year period. Not paying the small subscription amount may be a reasonable trade off for Arlo Technologies' extremely poor practices. However I'm not going to continue to be their guinea pig. "*****", for example, who has barraged me with phone calls, emails, app notices, etc, is apparently not a technician. Every person I've spoken to prior to her has been just awful. The best I could do was get a guy in ***** on the phone; he rudely put me on hold for an extreme length of time while he muddled the problem with a co-worker or something, then finally came back on the phone to tell me that I'll just have to live with the problem! Arlo, by cost-cutting and off-shoring into the bone, has destroyed the company's technical support like ***** is destroying federal science. There's no procedure, no rhyme or reason, just fend the customer off to a human chatbot or some poorly paid shmo somewhere around the world who's basically a seat filler. I want a clear and organized avenue of technical support that keeps records, is consistent, and progresses towards a solution. NOT on the phone! We can do this at our convenience by writing, just as I'm doing now. If at the end of my credited period I'm still facing dysfunction at Arlo, we'll be here again. Thank you.
  
  Regards,
  
  **** *****
  
   
  

• Initial Complaint

  Date:07/24/2025

  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.

  Solar charging units output is insufficient if not non existent of cameras especially with lower lighting conditions. Camera Batteries do not hold charges especially in conditions -4 F. Modes of camera are non functioning; Previous emails for direct customer service have gone unanswered, companies just keeps directing you(Customer to endless self help FAQ's. I just want to discontinue my account with them and they would not even send me email correspondence as of 07/25/2025 confirming cancellation and stated I would have to be billed for another billing cycle before it can be canceled.

  

  Business Response

  Date: 07/24/2025

  Hi ******,
  
  Good day!
  
  This is Jocelle, one of the ************* Advocates here at **********************.
  
  We sincerely apologize for the inconvenience you've experienced with your solar panel chargers and camera batteries. We understand how frustrating this must have been, and want to assure you that this is not typical of our standards. At Arlo Technologies Inc., we take great pride in our reputation for excellence, and we are committed to making sure your next experience with us is smooth and efficient. We truly value feedback from customers like you, as it helps us uphold and improve the quality of our products and services
  
  Based on our records, the Plus Unlimited monthly plan in your account has been successfully canceled, and we have not successfully captured a payment from you this month due to an error in the payment method that you have used.
  
  However, I would still like to offer you additional assistance with the issues you're experiencing with your solar panel and camera batteries. Please share your best callback number, date, and time so we can call you. Our office is open daily from 6 AM to 6 PM PST.
  
  For reference, your Arlo case is 44975356.
  

  Thank you for choosing Arlo, and we are looking forward to hearing from you.

  Kind regards,
  Jocelle V.
  ************* Advocate
  ******************, Inc.