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:01/09/2025

  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 had battery charging problems with Arlo essential 2 camera. Camera has been changed 3 times. I used supplied battery charger and other Arlo ac adapters as advised by Arlo technical support. This camera remains plugged in to ac outlet as solar wouldn't be applicable. Arlo advised ac adapter to do this and indicated it would work and the camera could remain plugged in. However, the camera loses charge and goes off line, although it is plugged in. I've tried all the various ac adapters including others not made but Arlo, such as from ****** as advised by Arlo. Arlo technical support tells me I need adapter with 5V 2A output to keep essential 2 camera continuously charged, but Arlo doesn't make any adapters with that specification. The adapter they continue to suggest is vma5700 or vma3700, which are both 6.6V 1A output. These outputs don't match the requirements they suggest. My security camera remains offline and unusable. I think Arlo has a design problem that they don't want to admit to. This problem requires resolution and replacement with another type and model of camera that will work and remain charged while being plugged in to an ac outlet. Arlo needs to provide the replacement camera of a different model with upgraded technology to me along with the ac adapter free of charge.

  

  Business Response

  Date: 02/10/2025

  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 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. We appreciate hearing from customers like you because your feedback helps us monitor and maintain the quality of our products & services.
  
  We will take this matter seriously and please expect a call from me within an hour to address this issue.
  
  I will also be creating a case number to be sent to your email for your reference. Please let me know if you need further assistance.
  
  Thank you and have a great day!
  
  
  Regards,
  
  ******** *.
  Customer Care Advocate
  ******************, ****

• Initial Complaint

  Date:01/08/2025

  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 was charged upfront for a year of services and bought 8 cameras 1 doorbell and 3 solar chargers for my house, paid to have them installed and have been unable to use them for 2 months now. I have spent a little over 12 hours on the phone with arlos horrible customer service just to simply get access to my cameras. The password Im entering is correct as well as the email (verified by Arlo)but they keep sending me a verification email to get into my app that Im not receiving (I reached out to my email provider to verify it wasnt an issue on their end as well). I literally had to create a new email and account just to get in touch with Arlo customer service.they just keep giving me service tickets & saying someone will call and I get nothing.I keep being promised that it will get resolved Ive been promised calls back with no calls over and over again literally hours spent on the phone. My patience is gone now and feel this is a form of theft. Its nothing but empty promises and zero regard. My family lives here and we bought these cameras for safety and security and its been the farthest thing from it. I dont even get alerts when people walk by or anything they are all just expensive decoys that do nothing and that I regret buying at this point. Zero regard from Arlo technologies

  

  Business Response

  Date: 01/09/2025

  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 your issue hasn't been resolved. Upon checking, or Level 3 Team is handling your case 44498151 and an email was sent to you on January 3, 2025 to request for your best callback schedule so they can help you further. 
  
  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.
  
  

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep disappointment with Arlo's recent decisions to aggressively outsource jobs and implement exorbitant price increases for loyal customers like ********* is unacceptable that the annual subscription fee for services has skyrocketed from $149.99 to $215 per month. This represents a staggering increase that places an unreasonable financial burden on your customer base. While I understand the need for businesses to adapt and remain profitable, these actions demonstrate a blatant disregard for the individuals who have supported Arlo's growth.Furthermore, the decision to outsource jobs while simultaneously increasing prices is particularly troubling. Arlo boasts a "record service revenue of $61.9 million, growing 21.2% year over year" and a ************* gross margin of 76.7%." It is evident that the company is experiencing significant financial success. Why, then, is it necessary to outsource jobs and impose such drastic price hikes on your customers? This appears to be driven by greed, not business necessity.Adding to my frustration is the inability to reach Arlo's headquarters. The mailbox at ************** remains perpetually full, preventing customers from voicing their concerns. This lack of communication and transparency further erodes trust in your ******* urge Arlo to reconsider these detrimental practices and prioritize the needs of its loyal customers. Outsourcing jobs while significantly increasing prices is not a sustainable or ethical business model. I implore you to re-evaluate your priorities and focus on building a customer-centric organization that values fairness and transparency.I want to speak to an executive

  

  Business Response

  Date: 01/10/2025

  Good Day *******,

  Please accept our sincere apologies for the inconvenience youve experienced with Arlo. We understand how frustrating this issue must be, and we want to assure you that this does not reflect the high standards we strive to maintain. We are committed to excellence and will make every effort to ensure your next experience with us is handled as efficiently as possible.
  Your feedback is incredibly valuable to us, as it helps us improve the quality of our products and services. Rest assured, we remain fully dedicated to providing you and all of our customers with the highest level of product and service.

  We appreciate the opportunity to reach out directly to address your concerns and continue working on your open case under case #: 44457317.
  As agreed, I will follow up with you again on 01/16/2025.

  Thank you once again for your understanding and patience.

  Regards,
  
  ******** *.
  Customer Care Team Manager
  ******************, Inc.

   

• Initial Complaint

  Date:01/08/2025

  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 a subscription with Arlo technologies for security cameras, I have ***** taken out of my credit card monthly. I have tried to sign into ***************************** to cancel the subscription and am unable to do so, the app keeps kicking me out and I am unable to go to: Settings, Subscription to cancel as directed by online instructions. I am unable to call and cancel because I do not have a tracking number and the call is disconnected, I tried to send an email which was provided by online instructions to ********************************** and it was an invalid email address. Unable to contact them for chat and there is absolutely no way to contact them to cancel this subscription. I was originally going to contact them to change my billing information but after this failed attempt to contact them I feel it best to cancel the subscription all together. What a waste of money I hope no one else falls prey to this fake service.

  

  Business Response

  Date: 01/08/2025

  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. I sincerely apologize regarding the inconvenience with updating the payment information and canceling the plan
  
  Please be advised that I will be contacting you today, between the hours of 4 PM to 5 PM EST to offer further assistance. 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
  ******************, Inc.
  
  

• Initial Complaint

  Date:01/08/2025

  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 billed me for services on 11/14/2024 thru ***** Pay for $99.99 They also billed me thru ****** on 12/14/2024 for $87.55 For the exact same services Phone calls and attempts to correct this mistake have been futile

  

  Business Response

  Date: 01/08/2025

  Hello ****,
  
  Good day!
  
  This is Mhikko from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced 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. Arlo Technologies Inc. appreciates hearing from customers like you because we need feedback 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 your issues were not resolved though you have reported them to us. Rest assured that we will do our best to assist you. If you will allow, I will you on your preferred callback number to provide assistance with the case.
  
  
  Thank you and have a great day!
  
  Regards,
  
  Mhikko G.
  Customer Care Advocate
  ******************, ****

• Initial Complaint

  Date:01/07/2025

  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.

  There is a random charge on my credit card for $37.53. I dont even know what Arlo Technologies is. There is absolutely no way to get in contact with a real person. The online support chat is like log into your account for more support but I DONT HAVE ONE. I need help getting in contact with someone to get this fraudulent charge of my credit card.

  

  Business Response

  Date: 01/08/2025

  Hello ********,
  
  Good day!
  
  This is ******* from Arlo *************.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with this unauthorized charge for $37.53. 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,
  
  ******* *********
  Executive ************* Advocate
  ******************, ****

• Initial Complaint

  Date:01/06/2025

  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 bought outdoor cameras online on 12/15/24. When they arrived I followed their setup instructions and their equipment would not hook up to my high speed internet (Xfinity). Tried for days. There is no phone number available except ************** and the recording says that that number is for those that have a claim number. I have tried at least a dozen times to process the return online and get a msg that an error has occurred and try again latter. I have sent them a chat message and no reply. I was advised that there is a 30 day return police. I want to return everything for a full refund

  

  Business Response

  Date: 01/07/2025

  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 resolution of the issue and the inconvenience youve encountered returning your order. 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 within the day to address your concern.
  Thank you and have a great day! 
  
  Kind regards,
  ***** *.
  Customer Care Advocate

• Initial Complaint

  Date:01/06/2025

  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 January of 2024 I purchased a 3 Arlo Pro 5 camera bundle. Two of these cameras have operated without issue, but I have had nothing but problems with the third. The battery will not hold a charge and totally discharges within 7-14 days; the batteries in the other two last months before requiring recharge.Working with Arlo Support (latest Support Request ********), I have swapped the batteries between cameras; replaced the battery with a new one (twice), swapped/rotated the cameras postilions/locations, modified the Audio/Video settings to prolong battery life, reset the camera, disconnected from the Hub and connected directly to WiFi... I even placed this camera in a box in a closet, and the battery didnt last 14 days. The battery discharges without any audio/video activity and the issue follows this camera regardless of the battery, location, position, audio/video settings, ****** is obvious this camera is defective... and all I get from your Support Team is "Our engineering team is already working to fix this issue. I can't provide any Estimated time frame yet since our engineering team has not yet provided any ETA."I want the camera replaced OR $200 to purchase a new replacement.

  

  Business Response

  Date: 01/06/2025

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

• Initial Complaint

  Date:01/06/2025

  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.

  A charge fraudulently appeared on my debit card, for $32.09. I have never had an account with this company. It was a random charge. The phone number that shows up, ************, is for outgoing calls only. There is no way of contacting this company, it seems. I am concerned how they got my credit card number. In researching my situation, I see numerous incidents and complaints concerning this same scam with other people.

  

  Business Response

  Date: 01/06/2025

  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.
  
  Thank you for choosing Arlo Technologies Inc.
  
  Sincerely,
  
  **** ****** *.
  Customer Care Advocate
  **********************.

• Initial Complaint

  Date:01/06/2025

  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 8 Security Cameras from arlo. I am not able to connect them to the base. I tried to call an old number i had for tech support and it is out of service. Tried to chat with the technician on their website and ****** said I am no " elegible " to chat with a technician. I sent an email to an old email address i had from them and got no reply. It is INSANE that a huge company such ARLO hides from the customers... I need to talk to someone at ********************** that can walk me through the problem and help me to FIX it.

  

  Business Response

  Date: 01/06/2025

  Hi Lia,
  
  Good day! 
  
  This is Jocelle from Arlo Customer Care. 
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with the cameras that are not connecting to your base station. 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. 
  
  Lia, 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 connect the cameras back to your base station.

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