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:01/22/2025

  Type:Sales and Advertising 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 purchase multiple cameras from this company , two of them when bad after my warranty, I been trying to get intouch woth there support center to purchase and replace my two cameras that are damage they offer me a 30% discount for my new purchase but I never receive the code, is been over a month trying to get i touch with the support system calling every day and no luck.If I decide to change to another xo play I will have to spend another $700 or more to replace all the cameras i can't afford to pay two different monthly subscription, not usr3 what to do

  

  Business Response

  Date: 01/22/2025

  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 with your Arlo device in the hope of regaining your trust and confidence in continuing your business with us. I apologize that you did not receive the 30% discount code. Upon checking, it was sent through email last 12/04/2024.
  
  Please be advised that I will be contacting you today, between the hours of 11 AM to 12 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
  ******************, ****

  Customer Answer

  Date: 01/22/2025

  Thabks for your help.

  Theybtry to contact me once today I was not available by that time waiting on a call back from arlo to see what iptios they have to resolve my issue 

  

  Business Response

  Date: 01/23/2025

  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. As what we discussed over the phone, replacements were provided for the two affected units. I will make sure to monitor the devices until received and confirmed working.
  
  
  Thank you and have a great day!
  
  Regards,
  
  ******* V.
  Customer Care Advocate
  ******************, ****

  Customer Answer

  Date: 01/24/2025

  
  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:01/20/2025

  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.

  We have been a long-time customer of ********************** and purchased many of their cameras. It seems they are now selling products but NOT providing ANY support via phone OR Live Chat, as you can see from their website despite saying they DO offer it. To make the situation worse, once you submit a request for assistance, they ******* you with emails saying they tried reaching you by phone but actually DONT call, all to never support their products and help customers.We have a problem setting up our 8th camera and for days have been trying to get someone on the phone. We would like to speak with someone ASAP to get this resolved.Also, they should correct their website NOW to say they DONT provide live chat or phone ************ # is below.

  

  Business Response

  Date: 01/21/2025

  
  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 delayed assistance from our support team. 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 case number ******** as your Arlo case reference. I will be contacting you today to address all your concerns. Thank you and have a great day! 
  
  Kind regards,
  ***** *.
  Customer Care Advocate

• Initial Complaint

  Date:01/19/2025

  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 am writing to express my growing concern regarding an unresolved security access issue with my Arlo cameras, which I have been experiencing since October ******* July 2024, I removed all granted access from my Arlo app and web version. However, an individual whom I had removed informed me that they still have access to my cameras. When I reached out to Arlo customer support, they confirmed that there is indeed still someone granted access to my cameras, despite the app and web version indicating otherwise. This discrepancy has persisted for several months, despite my repeated attempts to resolve the issue.I was informed by Arlo support in October 2024 that this is a known issue and that a resolution was being worked on. I followed up in January 2025, only to find that the issue remains unresolved. As a company that prides itself on security, it is concerning and disappointing that this significant security flaw has not been addressed promptly. This poses a serious security risk to me as a user, knowing that someone I have removed still has access to my cameras.Due to this ongoing issue, I have had to disconnect my cameras since October to prevent unauthorized access. This has rendered my security system ineffective, and I have been unable to utilize the service I am paying for. Despite multiple follow-ups and escalations, I have not received a satisfactory resolution or timeline for when this issue will be fixed.I am requesting a refund for the months I have been unable to use my security cameras due to this access control defect. Additionally, I am seriously considering switching to a different security camera provider if this issue is not resolved promptly, as the security of my home has been compromised for an extended period.I urge you to prioritize this matter and provide a resolution at the earliest. Your prompt attention to this issue would be greatly appreciated.Thank you for your understanding and cooperation.

  

  Business Response

  Date: 01/19/2025

  Hi Sachin,
  
  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. 
  
  Sachin, 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 be informed that our engineering team is actively working on your case to remove the grant ****** associated with your account.
  
  Thank you for choosing Arlo Technologies Inc.
  
  Sincerely,
  
  **** ****** *.
  Customer Care Advocate
  **********************.
  
  

• Initial Complaint

  Date:01/18/2025

  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 filed a complaint on 11/1/24 asking why all 3 of my cameras from the pro 3 line showed "OFF LINE" with multiple correspondence with the tech **** they finally diagnosed my 3 perfectly good cameras had reached the "END OF LIFE" please go to ************************** bottom of page "END OF LIFE POLICY" unknown to me at time of purchase in 2022. they agreed to replace my 3 cameras, i have screen shots ( actually i took pics of screen) of all conversations , they sent me one new camera & any future contacts were never answered. since then another one of my cameras bit the dust this was purchased in aprox. ************************** 3 cameras my original 3 cameras from the pro 3 line $500 and another $180 i have copies of the entire case complaint but perhaps to big to send i could email them to you **

  

  Business Response

  Date: 01/18/2025

  Hi ****,
  
  
  Good day!
  
  
  I would like to sincerely apologize for the inconvenience you have experienced. I understand how frustrating this situation has been, and I want to assure you that this is not reflective of the high standards we strive to uphold at Arlo Technologies Inc.
  We value your feedback as it helps us maintain and improve the quality of our products and services. Please know that we are committed to ensuring that your future experiences with us are seamless and satisfactory.
  
  
  To assist you further with your concern, may I kindly request the best time for us to reach out to you?
  
  
  For reference, the case number for the BBB Complaint is ********, and you are welcome to respond to this case as well.
  Thank you for choosing Arlo Technologies Inc. We greatly appreciate your patience and understanding.
  
  
  Sincerely,
  ***** *.
  Customer Care Advocate
  **********************.

  Customer Answer

  Date: 01/18/2025

  
  Better Business Bureau:

  Arlo called me @ 9:46 am 1/18/25 i literally had the phone in my hand & call went to voice mail at the same time arlo left me a text  with this # to call back **********  u.s.cell rejected that # i immediately replyed to email with instructions to call immediately just more cat & mouse games that ive been going through with this company to reject my complaint
  
  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:01/16/2025

  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.

  This has been an ongoing issue with considerable conversations back-and-forth with Arlo support. I am attaching a detailed explanation of all contact, problems, etc. these cameras were purchased in September 2024, and the smart hub was purchased in October 2024 when we learned we could no longer access our videos. The plan was purchased in ******** and has been billed every month. All of this is detailed in the attached letter.

  

  Business Response

  Date: 01/16/2025

  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 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
  ******************, ****

  Customer Answer

  Date: 01/16/2025

  I cannot in good faith accept their response as any type of resolution to this. To begin with, I did receive a voicemail message stating that they would be sending a camera and they would be forwarding an email to me with shipping information. I have not received this email nor confirmation of shipping and considering their track record of having put this off and given me a horrific run-around since January 3, I have no reason to believe that it will be on its way until I actually have the confirmation in hand. Secondly, this has not addressed the  fact that the charges for the required plan are coming out of my daughters credit card. My daughters name is not on this account and I have no idea how her credit card information was accessed and that needs to be corrected immediately, as withdrawing funds from her account for something she does not own is nothing short of fraudulent. I will naturally be happy to provide my own credit card information if they would kindly provide me with a link to change this. Furthermore, I was promised a month of no charges on this plan and I see nowhere where that has been addressed either. And lastly, in the voicemail they left me, it states that I need to return the defective camera within a week. This will be impossible as they are well aware of this camera system is set up on our second home and it will be 10 days before I am there to even retrieve the camera and install the new one, if in fact it does arrive. I would like to note that I will need time to install the camera to ensure that it does work once and if it does arrive, and again that is dependent on our next trip to this home, which is currently scheduled for mid February.   Once I receive email confirmation of shipping, and if the camera does arrive and is satisfactory, and these other issues are addressed then I will with reluctance close this complaint, despite the fact their customer service continues to remain less than stellar. 

  

  Business Response

  Date: 01/16/2025

  Hi ****,

  Good day!

  This is Jocelle, one of the ************* Advocates here at **********************. Once again, we sincerely apologize for the inconvenience you have experienced. Rest assured that your feedback will be taken seriously and will be utilized to raise overall client satisfaction.

  I tried calling you today at ************** but I couldn't reach you. I was directed to your voicemail and left a message.

  The replacement Pro 5 camera under RMA 7290018 will be delivered to your shipping address on or before 01/17/2025. You do not need to send the defective camera to us.

  I will follow up with you again tomorrow once it shows that the replacement camera is delivered.

  For reference, your Arlo case is 44540854.

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

  Customer Answer

  Date: 01/18/2025

  I do have several updates to this complaint.  I received the camera yesterday, Jan 17.  As I stated previously, I will not be at our second home until later this coming week. Once I get the camera installed if it is in working order then, I will update the complaint at that time.
  The second issue that I have been having is in trying to get my payment method changed. As I stated previously for some reason, the payment for the plan that we purchased has been coming out of my daughters credit card. I have received instructions on how to change it, along with a promo code for a free month, however, as I told the customer service representative it does not work. When you go to the Arlo app, it tells you that any changes made to the subscription have to be made on *****************************. However, when you sign onto *****************************, it tells you that any changes have to be made on their app. I have attached screenshots from both the app and the website each directing you back to the other. This is beyond frustrating and my daughter is absolutely irate that we cannot get this removed from her card. This needs to be corrected immediately.
  And lastly, as I have mentioned to several different customer service representatives, I get emails from stating that I need to update my case. When I click on the link from the email, it will take me to this support case number and allow me to read it and comment. However, when I go back to see if it has been updated or to add something additional it does not exist. The only support case open under my support folder is an older one None of our current correspondence, nor the correct case number is listed under my support email folder. I have begged them to please make this case accessible so that I can continue to follow up. I would very much appreciate someone fixing this issue so that I can actually access this case.

  **it would not allow me to attach files 

• Initial Complaint

  Date:01/15/2025

  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.

  Today on 1/15/25 I was charged twice for a service from Arlo that i did not have access to. They said it was a renewal payment but I had no access to the "renewed" service.

  

  Business Response

  Date: 01/16/2025

  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:01/15/2025

  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.

  Arlo charged my credit card without authorization on 10/30/24 in the amount of $89.99. I have tried endlessly to contact any support person via their app and chat on their website. It is impossible to reach them. They have also submitted false information to my bank when I disputed the charge.Arlo needs to do two things: 1) Reverse the charge of $89.99 immediately & cease charging my card. 2) Remove myself from their subscription to their doorbell which doesn't work as intended,.

  

  Business Response

  Date: 01/15/2025

  Hi Voltaire,
  
  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. 
  
  Voltaire, 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.
  
  We are pleased to assist you with your cancellation and refund request. Please note that once we terminate the plan on our end, all recordings saved in your Arlo Secure application will be automatically deleted.
  
  Thank you for choosing Arlo Technologies Inc.
  
  Sincerely,
  
  **** ****** *.
  Customer Care Advocate
  **********************.

  Customer Answer

  Date: 01/18/2025

  I have responded to Arlo via their technical support channel and received no response. This validates what I said in my complaint - they will make a half-hearted effort to respond and ignore answers to their response. Please issue a refund of $89.99 to my credit card, remove the credit card from your files and remove my Arllo Secure account ASAP.

  

  Business Response

  Date: 01/19/2025

  Hi Voltaire, 

  I hope this message finds you well.

  This is ******* from Arlo ************* Team, responding on behalf of **************** as he's currently out of the office. 

  We sincerely apologize for the delayed response. After reviewing your account, we found that a cancellation request for your subscription was submitted on 10/28/2024, which was a few days after your automatic renewal date of 10/18/2024. According to Arlo's Refund Policy, subscription fees are non-refundable, and we do not offer refunds or credits for partially used subscriptions. However, you will still have access to Arlo services until the end of your current billing period. For complete terms and conditions, please refer to this link: **********************************************************************.
  

  As a courtesy, we are happy to offer a refund on the condition that you acknowledge the immediate termination of service and any recordings on your Arlo system (if applicable). We will contact you at 9 AM PST to discuss the details further.
  

  Thank you, and we look forward to speaking with you soon.

  Regards, 
  
  ******* *.
  ************* Advocate
  ******************, Inc.

   

• Initial Complaint

  Date:01/15/2025

  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.

  Ive tried contacting customer support about a doorbell that no longer works. I was finally able to contact their chat support but got disconnected. I sent a follow up message with no response.

  

  Business Response

  Date: 01/15/2025

  Hi Nate,
  
  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. I will address the unsettled issue with your doorbell.
  led 
  Please be advised that I will be contacting you tomorrow/today, between the hours of 12 PM to 2 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:01/11/2025

  Type:Billing 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.

  Starting in October my debit card d had to be replaced.. I contacted Arlo Technologies. Explaining I had to change my method of payment. Since then, Ive been billed $9.99 a month. All of my bank statements will verify this yesterday on January 10. I spoke with a representative. She told me that my monthly payment would be $19.99 a month, Previously, it was ***** per month. When I renewed my subscription, the plan they had offered was $9.99, which is still on their website. The woman I spoke with assured me that I had to do nothing else that they would take care of it, so once again, I get a cancellation notice today. I tried looking for their phone number and called the number and it said this might be a scam. All I want is my service back for $9.99 a month which is offered online right now for three essential cameras. This has been a nuisance company but does what I want it to do. If you can help me get this straightened out? I want my plan for $9.99 a month And to be automatically deducted from my checking account. The company has all of my credentials, in addition to all my payment methods.. As I said, the woman assured me, everything was OK so they closed the case number, the situation has not been rectified. The past Arlo case number is ********. There is another case number prior to this that I did not keep because I did not think I was going to have this much problems..Thanking you in advance for any help you can supply. ***** ********, ************************

  

  Business Response

  Date: 01/11/2025

  Hi *****,
  
  
  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:01/10/2025

  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.

  This situation is documented on Arlo support cases ********, ********, and ******** I purchased a Arlo Pro 3 Floodlight Camera in July 2023. The camera is wireless. The battery is rated to last 6 months. The first year of ownership, the battery did last the advertised amount of time. In July 2024, I opened a support case as the battery was now draining much quicker, with the camera dying in a few weeks after a full charge. The first claim lead me to troubleshoot with the support team, and they had me adjust some settings with the camera to hopefully optimize battery life. Those settings did not remedy the situation, and in October 2024 I opened a new claim with the same complaint. The second claim resulted in Arlo telling me the camera is recording several thousand videos a day and uploading them to the servers. This is why the camera is dying so quickly. In my Arlo app, the camera only logs about 2 videos each day, sometimes none at all. The camera is positioned in my empty backyard where this is little to no traffic by humans or animals, and of course, no vehicles unless the yard is being mowed. Arlo had me go through another round of settings adjustments and eventually told me if these adjustments didn't work, I would have to move the camera to a different spot. That defeats the purpose of the product. I want to keep a eye on a certain part of the yard with this camera. This camera should not be recording and uploading thousands of videos each day. Again, we only are alerted to activity on the app on average 2 times a day. I've now asked 3 times for the warranty to be honored as this product is not performing as advertised and Arlo has refused each time. The 1 year warranty period has now passed as well. My initial claim was filed before the warranty was up. I asked for replacement products then under warranty but it was refused because not all the troubleshooting steps were taken. I would like a resolution from Arlo on this manner.

  

  Business Response

  Date: 01/10/2025

  Hello ***,
  
  Good day!
  
  This is Amps 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 have been experiencing issues with your Floodlight ccamera, battery draining to be particular.
  
  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,
  
  Amps S
  Customer Care Advocate
  Arlo Technologies, ****