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.

close

Find a Location

Arlo Technologies Inc has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:02/16/2025

  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 have purchased an arlo video doorbell from ****** during pandemic, but I didn't install it until January 7th. 2025. The doorbell can't connect to my WiFi. I tried to contact them, but there is no customer service phone number on their website. In stead, I emailed them about the issue I met. There was no update from them for two weeks. The app or their website asked me to subscribe their plan so that I can talk to their customer service agents. It has been six weeks, but I never have opportunity to talk to a real people to solve my problem! They emailed me saying they can replace the product, but I can't find a way to respond to that email! Nobody contact me by phone. I am not a robot and I can't reply their email since it is 'no auto reply email. The company is so irresponsible for the product.If they would like to provide a replacement, here is my shipping address: Yu **** ************************************** Phone: ************

  

  Business Response

  Date: 02/16/2025

  Hi Yu,
  
  
  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 hope to regain your trust and confidence of continuing your business with us.
  
  Please be advised that I will be contacting you today, between the hours for 6AM to 6PM 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.
  
  
  Regards,
  
  ***** *.
  Customer Care Advocate
  ******************, Inc.
  
  

• Initial Complaint

  Date:02/14/2025

  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 had to update my Arlo app and the *** option that I have been paying ***** a month for the last 5 years will not work. I texted Arlo support twice and chatted with a support agent for over a hour each who eventually disconnected me TWICE. I then called and spoke to a live agent who said that they will call back. They never did. I then requested that an agent call me back but please read my case. She did call but never read the case before hand. I felt that after 3 hours of getting no where someone would read the case in advance so we didnt have to spend another hour explaining that my DVR just didnt work. I asked to speak to billing since I am paying for something to this day still does not work and I am paying for. I was told That he would call me back in an hour to see how I made out. He transferred me to another department who picked up the phone, waited and then hung up. Since I have thousands of dollars invested in Arlo equipment I am just looking to get the service that I am paying for and to be compensated for the time that it did not work and possibly something for all of my time away from my family talking to people who disconnect, dont call back and then hang up. ***

  

  Business Response

  Date: 02/14/2025

  Hello ***,  
  
  Good day! 
  
  This is Jocelle from the Arlo ************* Team.

  I want to convey to you our sincere apologies for the inconvenience you have experienced with your CVR plan and the unexpected service you received. 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 compensate you for the inconvenience.

  I have created case number ******** as your Arlo case reference. We will be contacting you tomorrow to address your concern.
  
  Thank you and have a great day! 
  
  Kind regards,
  Jocelle V.
  ************* Advocate
  ******************, Inc.

• Initial Complaint

  Date:02/13/2025

  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 contacted Arlo customer support via chat 2/11/24 because I upgraded the app and noticed very quickly the interface was clunky and unintuitive, additionally I was experiencing rapid battery drain because cameras were triggering constantly (>500 in a few hrs), despite no change to motion sensitivity settings. I also noticed a $20 charge to my card, unexpected since the subscription was previously only $12.99 a month. After attempting to discuss this via the customer support chat, they werent understanding me to due a pretty severe language barrier so I requested a call back from a US ***resentative at 5 PM PST that day, which I never received. Today 2/12/24, I received a message saying they tried calling an entirely different number than the one I provided. I then opened a new chat session and they said someone would call me at 4 PM PST, which I again never received. After over an hour of waiting, I opened a new chat session and spent a long time trying to tell the ***resentative I want to talk to someone in the ** on the phone. After 30 plus minutes, an oversees *** called me but neither his nor his supervisor can restore me to the previous subscription rate for life or ***lace my cameras despite being ruined from new app update. At this point, I just said I want to return my cameras to Arlo and want a full refund for the 3 cameras and base station ($423.99). This did not sound possible so now I am contacting Arlo via BBB in the hopes of connecting with a US ***resentative to help resolve this.I have been a loyal Arlo customer since the first generation, back when we had 7 days of free cloud storage. But now the fees are getting out of control and I just dont believe the $20 a month is worth it. At this point, I would like to return the bricked camera system (owned 2 years) and get a refund. I would likely still keep my Arlo system but after contacting the customer support (or lack thereof) team, they seem to have no interest in retaining me as a customer.

  

  Business Response

  Date: 02/13/2025

  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 *********************** Advocate
  ******************, ****

  Customer Answer

  Date: 02/14/2025

  I am rejecting this response because in the recent correspondence Ive had with Arlo, the only offer Ive received is a free subscription for 3 months. This does not rectify the fact that the new app has hurt my cameras battery life and is an overall downgrade in UI usability. They have said they are not willing to provide a refund for the products. In the spirit of good faith compromise, I proposed they replace my 3 Arlo cameras which were impacted by the update and provide a 1 year free subscription to help defer the higher monthly subscription cost. I have not received a response yet if they are willing to provide this as a remedy. 

  

  Business Response

  Date: 02/14/2025

  Hi *****,
  
  
  My name is Amps, a Customer Advocate at **********************. I am reaching out to you to address your concern.
  
  
  I am the same person working on your case and  we have arranged another call that you will expect on Saturday.

  
  Thank you for doing business with us.

   

  Amps S.
  Customer Care Advocate
  **********************, Inc.

• Initial Complaint

  Date:02/11/2025

  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.

  11 july 24 to date Arlo has been charging my discover card a monthly fee of $13.96 for support subscription that was cancelled, after the 90 day free trail. Total refund requested is $ ***** dollas. And stop charding my discover card. I have requested a stop payment to Arlo on my card.

  

  Business Response

  Date: 02/11/2025

  Hi ******,
  
  Good day! 
  
  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 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.
  
  Please note that you have the option to cancel the subscription plan through your Arlo Secure application.
  
  Thank you for choosing Arlo Technologies Inc.
  
  Sincerely,
  
  **** ****** *.
  Customer Care Advocate
  **********************.
  

• Initial Complaint

  Date:02/03/2025

  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.

  Arlo updated its software and in so doing rendered my perfectly working Essentials Video Door camera obsolete. I received no warning and only after at least 5 calls to Arlo Support did one of the **** admit my camera no longer works because of the update being incompatible with Essentials version. I am fully invested in Arlo for years with multiple cameras. They also bumped up the subscription to $150 per year with no added services, in fact, they declined because they offshored customer support and their staff is untrained. To "fix the problem", Arlo sent me what they told me was a "new" camera that turned out to be a used camera to replace the one they made obsolete. This one didn't work either. I told them I was going to file a complaint with BBB and they offered to send me a new 2K camera. I was able to on board this camera however they made the camera slightly smaller than the original camera thus I had to drill new holes on my door trim. The screws for the mount are too small and the mount slips through. I went to ************ and they filed down the mount and gave me different screws. I still cannot get the mount attached properly. Now I have four holes in my door trim and could not get the mount installed - am I to hire my painter and pay him $150 to do this? All this because Arlo decided to update their software, render all of the Essential Door Cameras obsolete, and not tell customers. And then downgrade customer support to nothing. And then make the new version slightly shorter than Essentials. This is not good business, in fact, it might be illegal to render cameras obsolete and still charge subscription? Arlo does not deserve the A+ rating on BBB. I am ready to give up on Arlo because clearly management does not think about its customers and has become a scam. Trust Pilot reviews give Arlo a 1.00 rating worldwide and ***. This company used to be great. Now it is a scam.

  

  Business Response

  Date: 02/04/2025

  Hi *******, 
  
  Good day!
  
  This is Jessa, a Customer Advocate at **********************. I am reaching out to you to address your concern about your Doorbell. 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 within your local business hours. If you wish to be contacted on a specific time , let me know and I will be happy to assist.
  
  For your reference, the case number for this message is ******** .I look forward to your response.
  
  Thank you for doing business with us.
  
  Sincerely,
  
  ***** *.
  Customer Care Advocate
  ******************, ****

• Initial Complaint

  Date:02/02/2025

  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 had a camera subscription with Arlo, my fee was $13.77 per month. Beginning 1/14/25 I have been charged over ********* in charges by Arlo. Ive called Arlo and they say they see nothing on their end. Ive notified my credit card company to dispute the 48 charges. The bank assures me that the money for the monthly subscription and all the other payments are going to the same place, ************** and theyve suggested that the agents Ive talked to at Arlo are lying. I have also cancelled my subscription with Arlo on 1/24/25 but my cameras are still working which I dont understand. Their customer service is horrible, you cant call anyone.

  

  Business Response

  Date: 02/03/2025

  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 *********************** Advocate
  ******************, ****

• Initial Complaint

  Date:01/25/2025

  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.

  In the past few weeks an outside security camera we got from Arlo and have had for awhile, detached itself from our cell phone App and we didnt do it. This was just after we had purchased a new indoor Arlo camera in Dec 2024 making for 3 Arlo cameras we had and on our cell phone App. When we found we couldnt reattach the camera to our cell phone App ourselves, we first reached out to Arlo on chat on or about 1/10/2025 about it. They suggested several ideas how to re pair the camera to our cell phone App but nothing has worked. The cameras battery is working ok. We can only get it to chime when my adult son works at trying to re pair it with our cell phone App. When I try to do it, it refuses to chime. After it chiming or not, the Arlo cell phone App still is not recognizing it to add it back on to the Arlo cell phone App. We advised Arlo thru the App about this and they are now refusing to even answer us. We are paying $14.26 a month for this service with Arlo. Please see attached screen shot from our bank account.

  

  Business Response

  Date: 01/26/2025

  Hello ****,

  
  Good day!

  
  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 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. Kindly provide your preferred callback time and time zone for us to assist you.

  
  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
  **********************.

  Customer Answer

  Date: 01/26/2025

  Being you the company requested a call back number I wasnt sure how to respond to this with the BBB (accept business response or reject business response ) and being information I read on the BBB said if I accept business response that then the complaint would be closed. So how would you the company then get my phone number?  So I had to choose reject business response to be able to get my phone number then sent to the business.   Our phone numbers are ************ or ************.  If we are unavailable when you the business call please leave a message so we can return the call when we are able to.  

  

  Business Response

  Date: 01/26/2025

  Hello ****,
  
  Good day!
  
  This is ****** from Arlo ************* and thank you for your response.
  
  once again, we would like to convey to you our sincere apologies for the inconvenience you have experienced. I have attempted to contact you earlier today at ************ but I was unable to reach you through your phone and only reached your voicemail. 
  
  I have created Case # ******** and an email was sent to your email address which is also associated to your Arlo account for your reference. For further assistance, please update the case. Otherwise, please contact us directly at ************. Our business hours are from 6 AM to 6 PM (Pacific).
  
  Thank you and have a great day!
  
  Regards,
  ******
  ************* Advocate
  ******************, ****

• Initial Complaint

  Date:01/25/2025

  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.

  On the evening of 1/22/25 an unauthorized and fraudulent charge was made to my debit card for $101.64 from ARLO TECHNOLOGIES, **** I have NEVER done business with this company and never heard of them. When I called my bank i was told the charge was showing as a "recurring subscription". I filed a dispute and closed my card. Upon further research, I see dozens of prior complaints for the same issue. Unauthorized fraudulent card debits on NON CUSTOMERS bank cards by this company. This is happening to too many people who are not ARLO customers. My card was a reletively new debit card (less than 3 months old) and was only used rarely. How did this company get my card details? If it was not this company operating fraudulenty, then why are there so many of us with the same complaint of our cards being charged when we have no business relationship with ARLO at all and no knowledege of their existence. This is consumer fraud. At the very least, when these fraud complaints began, saftey and response measures should have been implemented. How many more will have thier financial lives disrupted from this companies fraudulent practices? My fraudulent withdrawl is still showing as "pending" with my bank. It will fall off eventually, but the main issue is it never should have happened. I'm not the first, but I better be the last person this happens too. This unauthoruzed transaction fraud on non customers is excessive and is still happening. Fix it, or legal actions will be taken.

  

  Business Response

  Date: 01/25/2025

  Hi Ms. ******************************* 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 unauthorized charges. 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.
  
  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

  Customer Answer

  Date: 01/26/2025

  if you review the history of previous complaints with this company, you will see the same "cut and paste"  response from their "customer service" Here is what everyone needs to know. I did NOT receive a phone call- no record of if in my call history log. I received only the cut and paste email that is likely able to viewed above from a customer service rep ****** M" (no last name given). In the email titled "unexpected charges" with case #44561583, I was told to provide them with a phone number. How did they allegedly call me then? I was was told I was called but not reached (are you all noticing a pattern here?). I was not called. They then referred to me as a "customer" in the cut and paste email response. I am not a customer and I never have been. And I'm told I can contact customer support via chat. Well, previous complaints are accurate, they have no phone number to call and only customers can access/contact support... and Im not a customer so... Here is the kicker - the charge is still pending on my bank account. Even after I disputed this fraudulent charge with my bank and sent proof of it (via this complaint)  ARLO still  has not reversed the fraudulent and unauthorized $101.84 "recurrent subscription" debit card charge from my bank account.  And, to be clear, I HAVE NEVER BEEN THEIR CUSTOMER. This fraud practice is commonplace for this company (see previous complaints) and it's clear they have still not set up safety or a security process to stop it or one resolve it when it is reported. I read this is a security company? Wow, no way I will ever become a customer of theirs. They steal money from random accounts because they can. If you are reading this because they also stole from you,  feel free to use my example in your own complaint. People need to see this companies recent pattern of fraud for taking money out of NON CUSTOMERS bank accounts and not replacing it in a timely manner. There is a federal law against this. 

  

  Business Response

  Date: 01/26/2025

  Hi ********,
  
  Good day!
  
  I would like to first apologize for any inconvenience this may have caused you. I spoke with you today and confirmed that the transactions are still in a pending status. Please note that the pending authorization will automatically be removed within 3-5 business days, depending on your bank.
  
  Please be advised that we do not have the ability to view card information, so we are unable to determine who might be attempting to use your card details.
  
  Thank you for your understanding.
  
  Regards,
  
  **** ****** *.
  Customer Care Advocate
  ******************, ****

  Customer Answer

  Date: 01/31/2025

  While you may not be able to view the card details -  Arlo **** has nontheless accepted a fraudulent method of payment used by a real Arlo customer. Only an ********************** Customer or ********************** employee can purchase or process a "recurring subscription" which is what was recorded as the reason for the payment. Arlo has record their own subscribers information correct? Which means, there was an Arlo subscriber who made an Arlo subscription purchase using a fraudulent method of payment. Arlo is a company used to provide security- but does not have the internal safety processes to prevent, deter or detect a recurrent fraud that is occurring at an alarming number of instances within the last 6 months? Had I not brought this fraud to my banks attention and had the payment halted  -tell me - who would have received the payment? Arlo **** via an Arlo Inc "customer subscriber" who's account details undoubdetly do not (can not) match the card information. You are a security company. Prevent this fraud or at the very least stop allowing this fraud to occur so frequently that a quick internet seach on you're own community pages show just how rampant these unauthorized fraudulent charges on customers (and non-customers like me) are. I'm putting your company on notice. If I see any more fraud complaints for unauthorized charges like mine I'm contacting the FTC. 

• Initial Complaint

  Date:01/23/2025

  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.

  Would not send out a cameras that are defective.

  

  Business Response

  Date: 01/23/2025

  Hello ******,
  
  Good day!
  
  This is ******* from Arlo Executive Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your Arlo 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 have created case number ******** as your Arlo case reference. I will be contacting you within the today to address your concern.
  
  Thank you and have a great day!
  
  Regards,
  
  ******* *********
  Customer Care Advocate
  ******************, ****

• Initial Complaint

  Date:01/22/2025

  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 called ARLO to set up one of my cameras and the gentleman at arlo when we were finished asked me if I wanted to purchase a lifetime security plan. I agreed to the one time price of $220.00 for lifetime of security coverage plan. I received an email stating that my ifetime plan was in effect. About 1 year later my cameras stopped working. I called Arlo and was informed that they never had a lifetime plan and I was scammed. I asked ARLO to please research this as I had called their customer service number and I gave the gentleman my credit card information and my cameras were working for a year if I was scammed does that mean that he had access to my cameras? Arlo got back to me offering 12 months(1 year) of security service which amounts to less than what I paid. now at this point, the only way my cameras will work is with their current service plan. Their plans cost is one of the highest in the industry. I am disappointed in the service, the plans and cant beleive a security company had a scam going on within their own company. Since I have an email stating that I have lifetime security coverage with ARLO they should at least offer me two years of service or more. Plus my credit card info was not secure, as well as my cameras.

  

  Business Response

  Date: 01/22/2025

  Hi *********,
  
  Good day! This is ***** from Arlo ************* Team.
  
  I am reaching out regarding a security incident involving personal information you may have shared with a third-party company. I sincerely apologize for any inconvenience or concern this may have caused.
  
  Please rest assured that Arlo Technologies, **** is not affiliated with the third party in question, and we do not charge customers for support services. ********************** Secure plans can only be purchased through the Arlo Secure App or on *****************************. These plans are billed monthly or annually. We deeply value our relationship with you and are dedicated to keeping your personal information secure, which remains our top priority.
  
  Upon reviewing your account, we found no active subscription or payment recorded.
  
  Regrettably, we cannot reimburse the subscription purchased from the third-party company. We recommend contacting your bank to file a dispute for unauthorized charges.
  
  As we value our customers and exceptional service is always our priority, we have offered a 1-year free Arlo subscription to address this issue and show our commitment to providing exceptional service.
  
  Please ensure to only transact directly with Arlo Technologies, **** to avoid similar incidents in the future.
  
  The case number for the BBB Complaint is 44553604.
  
  Thank you for choosing Arlo Technologies Inc.
  
  Sincerely,
  ***** ******
  ************* Advocate
  **********************.