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:12/27/2024

  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.

  I have not been able to use any ARLO cameras for over two years. I attempted to cancel my monthly charges before, but I continue to be charged. I am not able to cancel my monthly subscription charges for equipment I do not use any longer. There is no phone number to call and cancel, they do not accept incoming phone calls. I was directed to cancel through their website and APP but whenever I try to sign in, I am told my password does not work or the website says "No Internet." After resetting my password 3 times, the website stated "Request Timed Out."I cannot cancel my subscription which is outrageous. This seems to be a scam.

  

  Business Response

  Date: 12/27/2024

  Hello Dede,
  
  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.
  
  Dede, 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 apologize that you cannot cancel your plan, let me help you.
  
  I have created case number 44490013 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,
  
  Amps S.
  Customer Care Advocate
  Arlo Technologies, ****

  Customer Answer

  Date: 12/27/2024

  
  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:12/26/2024

  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.

  Company fraudulently sold a $6857.39 security system on 12/26/2024 to a 14 year old. Efforts to inform them of the criminal activity were ignored. They could have reversed the transaction and prevented the shipment, but hours of efforts to speak with their customer support were rejected because I wasn't an official customer (im the father of the child). It is clearly apparent that the company knowingly sells products to stolen debit cards and makes no effort to intervene when consumers alert them of a pending transaction before it clears and products leave their warehouse.

  

  Business Response

  Date: 12/27/2024

  Hi ****, 
  
  Good day! This is ******* from the Arlo ************* Team. 
  
  I am reaching out in reference to your BBB Complaint #******** concerning the unexpected charge for an online order. We sincerely apologize for the inconvenience caused by this issue and would like the opportunity to improve your experience. I will attempt to contact you at ************** within your local business hours to discuss this matter. If you wish to be contacted at a specific time, let us know and I will be happy to assist. 
  
  Thank you and we look forward to speaking with you. 
  
  Regards,
  
  ******* *. 
  ************* Advocate
  ************************************************************************

• Initial Complaint

  Date:12/25/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a problem where the cellular connection disconnects from my Arlo Security System Keypad Sensor Hub between daily and a few times a week. Ive had a case open with Arlos technical support since August 5, 2024 (ticket number ********) and it is still not resolved. The ticket has been escalated to Level 3 technical support. Every few weeks they will tell me that Engineering tried something to fix it, then I will test the solution and it will still not work properly. Ive asked repeatedly via Arlos online ticket system and social media (******** private messages) to escalate this to management and each time they just have technical support respond to me. I also tried to contact Arlos Investor Relations and their VP of ************** **** *******, both of whom ignored me. I am filing this complaint because I have not been able to escalate effectively with Arlo and this is a critical security issue that should have been resolved in a matter of days, but instead its been more than 4 months.

  

  Business Response

  Date: 12/25/2024

  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 youve reported 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. 
  
  ******, 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 tomorrow to address your concern
  Thank you and have a great day! 
  
  Kind regards,
  ***** *.
  Customer Care Advocate

  Customer Answer

  Date: 12/25/2024

  I will accept the response to resolve this complaint once 1) the issue with cellular connectivity is resolved and 2) I am refunded for fees paid for the four months when the service didnt work. 

  

  Business Response

  Date: 12/25/2024

  Hi ******,
  
  Good day! This is Jessa from Arlo ************** I'm contacting you today on behalf of my colleague, *****.
  
  I am reaching out to you to address your concern. We will make sure to resolve your concern about the cellular connectivity issue and refund request.
  
  Kindly update this case with your best call back number and preferred date/time for call back (kindly include your time zone as well). Our business hours is from 6 AM to 6 PM (Pacific).
  
  For your reference, the case number for this message is 44485435.
  
  Thank you and have a great day!
  
  Regards,
  
  ***** *.
  Customer Care Advocate
  ******************, ****

  Customer Answer

  Date: 01/08/2025

  I can be reached at **************.

  I responded to L3 technical support today and once again enabled remote access so Engineering can work on the keypad sensor hub. I instructed the contact that the issue must be resolved within 48 hours as I do not want to enable remote access again.

  I am rejecting this response for the following reasons: 1) Arlo has not yet provided a refund for the service in the months it did not work correctly and 2) Arlo has not assured me the underlying technical issue causing the cellular back up to disconnect has been resolved.

   

  

  Business Response

  Date: 03/25/2025

  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 devices. 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.
  
  Your case ******** is being handled by our L3 Team. I will check with them and will give you an update within the day.
  
  Thank you and have a great day! 
  
  Kind regards,
  ***** *.
  Customer Care Advocate
  ******************, ****

• Initial Complaint

  Date:12/22/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 4 cameras and only received 1 camera. I contacted customer service and they did not believe me when I informed them I received only one package. They said they saw 2 packages on delivery photo but the other package was from another company. I informed them that there was only one tracking number and sent them a picture of the box and the one camera plus a photo of the shipping label showing only one package was on tracking number. I would like the other 3 cameras I paid for.

  

  Business Response

  Date: 12/22/2024

  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 undelivered 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. 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 review the case further to check on the available options for your concern.
  
  
  Thank you and have a great day!
  
  Regards,
  
  Mhikko G.
  Customer Care Advocate
  ******************, ****

  Customer Answer

  Date: 12/22/2024

  
  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:12/18/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filling another complaint as I opened another support ticket as my front door camera will not connect to my network but my other devices would. I filed ******** on 12/18/2024, I spoke with a indivudual named "Barbie" who had a thick accent and was *************** into the mic. It was hard to hear. I asked for a supervisor and spoke with "****" **** asked what the issue was, I asked for feedback to Barbie in which **** did not acknowledge the issue but simply just said sorry. **** refused to troubleshoot with me and put me on hold for 15 minutes to get to another technical support agent. My requests are simple but arlo is not meeting expectations. I want to speak with someone on shore in the united stated. I will be going to my attorney General next if things do not improve as this is not how a company should operate. I have spent several hours just trying to get support from Arlo and now am requesting compensation due to my time spent and Arlo "wasting my time by putting me on hold"

  

  Business Response

  Date: 12/18/2024

  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 and the difficulty of trying to get assistance. 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.
  
  Thank you and have a great day!
  
  
  Regards,
  
  ******** *.
  Customer Care Advocate
  ******************, ****

• Initial Complaint

  Date:12/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Security system does not work. Random days of missed recordings per month over several years.

  

  Business Response

  Date: 12/17/2024

  Hello *****, 
  
  Good day! 
  
  This is **** from Arlo Customer Care. 
  
  I would like to convey to you our sincere apologies for the inconvenience you have had with the security system. 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 and 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 and service in the industry. I would like to get in contact with you to make the best attempt to regain your confidence in our company and provide a solution to your problem as soon as possible.
  
  I've created case number 44471331 for your Arlo case reference. I will be contacting you within the day to address your concern. We can talk about the issue with the security system. 
  
  Thank you and have a great day! 
  
  Kind regards,
  
  **** *******
  Customer Care Advocate
  ******************, ****

  Customer Answer

  Date: 12/17/2024

  
  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:12/15/2024

  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.

  I received an alert from my bank of a charge for $26.74 on Dec 15th that was blocked under suspicion of fraudulent activity. Id never even heard of Arlo Technologies before seeing that alert and couldnt resist looking them up. I found dozens of complaints of fraudulent charges within the past six months, all for amounts similar to the one I received.

  

  Business Response

  Date: 12/16/2024

  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. 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 day to address your concern.
  
  Thank you and have a great day!
  
  Regards,
  
  **** *.
  Customer Care Advocate
  ******************, Inc.
  
  

  Customer Answer

  Date: 12/16/2024

  
  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:12/14/2024

  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 do not have a relationship with this company. I have never purchased anything from this company or entered into any type of contract with them.On 12/14/24, my credit card was charged $26.74 with a fraudulent charge labeled: "$26.74 on 12/14 at 16:07 CST at ARLO TECHNOLOGIES INC, ************." What is unusual is that the card used was locked at my bank (it has been locked for years to prevent unauthorized transactions). Additionally, the card has been secured in a safe in my home for years. I have never carried it in my wallet, and the last time I used it was in 2022.Someone somehow obtained my card details, and I have no idea how. My biggest concern is that someone may have used my card details to sign up for a recurring subscription with Arlo. Arlo, please remove my card from your systems and ensure no further charges are made. I have no contracts or agreements with Arlo. Whoever did this either stole my identity, my credit card information, or both.

  

  Business Response

  Date: 12/15/2024

  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 this unauthorized charge. 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:12/14/2024

  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.

  On 12/1/2024, I placed an order for several Arlo cameras (indoor and outdoor) valued at a total of $414.56. The order confirmation indicated the cameras would be shipped and delivery would be 12/4/2024. To date (12/14/2024), the cameras have not arrived. ****** the shipper, cannot tell me where they are - they have no information about where the products are in their system. Several "chat" sessions with Arlo have yielded no assistance whatsoever, other than them opening a case number, which seems worthless because they never follow up or do anything with it. I have tried calling some numbers, but this company wants to make it nearly impossible for customers to reach its "customer service" group over the phone. It's an absolute joke to think that they even have "customer service" given my experience with them.

  

  Business Response

  Date: 12/14/2024

  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 delivery of your Arlo 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 today to address your concern
  
  Thank you and have a great day! 
  
  Kind regards,
  ***** *.
  Customer Care Advocate
  ******************, Inc.
  

• Initial Complaint

  Date:12/12/2024

  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.

  We have been with Arlo since 2018. When buying these latest cameras to add to our property, there was no disclosure anywhere that use of them required a monthly subscription. Further, we need a higher level subscription to use more than 3 cameras. I initially reached out about this and nothing was resolved. Instead I got an email saying case closed. We let this go. Recently, reached out again about these cameras being faulty, not holding charge. Two separate times, as indicated in chats, they were asked to call ************, but they called ************ both times instead. Thus, still nothing got resolved. Upon this last case call yesterday for IT support, a call back was needed to allow time for the cameras to charge. But again, no resolution was met because they called the wrong number and did not follow back up. I have spent and lost so much of my time with no end in sight. I went through IT support on these cameras months ago. Our warranty expires tomorrow 12/13/24 and I made more than 5 efforts to get a return under warranty, or at least a replacement. I no longer have the time. I have emails indicating "case closed" even though nothing was resolved. I don't even have the chats to attach here because their option of "emailing chat" and "sent" are false because I never got an email of our chats on 12/11 and 12/8 or 12/10. I only have emails and can attach them upon request. I want the warranty of these cameras to be honored. They do not work and they had false advertisement anyway.

  

  Business Response

  Date: 12/12/2024

  Hi ****, 
  
  Good day! This is ******* from the Arlo ************* Team. 
  
  I am reaching out in reference to your BBB Complaint #******** concerning the non-functional device(s). We sincerely apologize for the inconvenience caused by our product(s) and service(s) and would like the opportunity to improve your experience. I attempted to contact you at **************, but I spoke with your wife instead. Following her suggestion, I have scheduled another call for Monday, 12/16/2024, at 4:30 PM EST.
  
  Please keep your lines open. Additionally, can you please help me verify the email address tied to your Arlo account? I did not find an active account using this email. 
  
  Thank you and we appreciate your business. 
  
  Regards,
  
  ******* *. 
  ************* Advocate
  ************************************************************************