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:12/11/2024

  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.

  This is in regards to Arlo not displaying proper billing credentials on their website *****************************. When I log into my account online it does not show the next date for my payment or shows me prior billing statements. The only option to select is cancel account. I have spoken to several team members who have told me that I have to update my app in order to the .com account to show me proper billing options. I have been paying a premium to have the service to only have issues in getting items resolved efficiently. They have been unable to address this issue, I have spent several hours trying to get simple billing profile. I have been working with an individual named ****** who has not been meeting expectations with customer service. I have asked for another person to support me and have been denied. I am asking for the BBB to get this to an executive in order to understand why this is an experience anyone should have.

  

  Business Response

  Date: 12/11/2024

  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.
  
  Based on our records, your subscription plan's next billing date is July 12, 2025. We can email you your plan's full receipt.
  
  Thank you for choosing Arlo Technologies Inc.
  
  Sincerely,
  
  **** ****** *.
  Customer Care Advocate
  **********************.
  
  

• Initial Complaint

  Date:12/10/2024

  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 have tried multiple times to cancel my Arlo subscription in the previous years. My cameras have not been active for the last 2 years. I was not able to do it via chat, first attempt. Second attempt it was to be canceled but I continued to keep seeing the yearly charges. The company makes it very difficult to speak to anyone for customer service. Only phone number listed is for outgoing and for new orders. For the last two years I keep getting charges deducted from my account. I should not have to cancel my credit card to get this resolved.

  

  Business Response

  Date: 12/10/2024

  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 subscription. This issue has no doubt caused you some frustration, and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. We appreciate hearing from customers like you because your feedback helps us monitor and maintain the quality of our products 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 44454699 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 subscription. 
  
  Thank you and have a great day! 
  
  Kind regards,
  
  **** *******
  Customer Care Advocate
  ******************, ****

  Customer Answer

  Date: 12/11/2024

  
  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:12/10/2024

  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 logged into my bank acct and it showed a charge of $34.67 from Arlo Technologies in which I have no connection to nor authorized any transaction to. I don't know how they got my bank info and believe this is a scam of some sort.

  

  Business Response

  Date: 12/10/2024

  Hi *****, 
  
  Good day!
  
  My name is Jessa, a Customer Advocate at **********************. I am reaching out to you to address your concern. We thank you for bringing this to our attention and appreciate your feedback on the opportunities we surely want to work on. This will help us review and re-calibrate the quality of support and service we offer to our customers. Please be assured that your feedback is taken very seriously and will be forwarded to the concerned team to make improvements and provide a satisfactory user experience.
  
  I would also like to work with you and resolve your unsettled issue in hope to regain your trust and confidence of continuing your business with us.
  
  Please be advised that I will be contacting you today within your local business hours. If you wish to be contacted on a specific time , let me know and I will be happy to assist. Here's your case number 44453862,  for your reference. 
  
  I look forward to your response.
  
  Thank you for doing business with us.
  
  Sincerely,
  
  ***** *.
  Customer Care Advocate
  ******************, Inc.
  

• Initial Complaint

  Date:12/09/2024

  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.

  - Purchased Arlo Camera on November 6, 2024 - Camera operates properly for the first 30 days - Camera includes 30-day free trial for web/cloud recordings - After 30 day trial ends, camera no longer records video both cloud or local At the time of purchase, Arlo states that this Camera should record video locally to my Arlo Base Station (model: VMB4000) as stated here by Arlo themselves:- **************************************************************************************************************************************************** - *************************************************************************************************************************************************************** Arlo official documentation states that my Arlo Base Station is supported:- ************************************************************************************************************** I am now out of the 30 day return window and cannot return this camera. I have verified:- My Arlo Base Station is running the correct firmware - My Arlo Camera is running the correct firmware - Opened support ticket with Arlo (Arlo Case #: ********) and not able to get it ********** Arlo order for this camera, order #: ********, total purchase $145.45

  

  Business Response

  Date: 12/09/2024

  Hello ******,  
  
  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 recording. 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 with no recording and your order return 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,
  Jocelle V.
  Customer Care Advocate
  ******************, Inc.

• Initial Complaint

  Date:12/08/2024

  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.

  Arlo cameras were purchased on 11/27/24. We purchased 5 cameras and order was received on 12/3/24 to our home. Cameras that were purchased, only 3 arrived, 2 are missing as we had ordered FIVE CAMERAS. Dealing with Arlo customer service is mangled messed, as there is NO phone number to call, but you have to do a chat, leave your number to be called back. The agent just argued with me AND said, they would take it under consideration. Arlo got my monies, and they shorted my order. I WANT THE OTHER MISSING CAMERAS.

  

  Business Response

  Date: 12/09/2024

  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 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 with missing devices from the order hasn't been resolved yet.

  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: 12/09/2024

  
  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:12/05/2024

  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.

  Arlo has made it nearly impossible to simply set up a recording schedule. They keep making changes to the functionality, so that they can charge for services, that were supposed to be free when I purchased the camera system. It was a VERY EXPENSIVE purchase, but thought it would be great peace of mind. Now when I leave my home, I have no idea if this **** will do what it was inteded, RECORD, WHEN I WANT IT TO. They started making changes a few years ago, and I adapted. Things like, CONTINUOUS RECORDING has been taken away, SO THEY CAN NOW CHARGE FOR IT AS PART OF A SUBSCRIPTION SERVICE. Now, I can't even get the **** to record during a simple schedule. They changed from "modes" to "automations". My cameras have been recording on the same schedule for the last 2-3 years. 10pm-11am, every day, when I am not home. They changed "modes" to "automations" and now it is worthless. Almost as WORTHLESS AS THEIR SUPPORT. Given they do not have a way to contact them to speak to a human and address my concerns over the changes and how it affects people. We have the ability to "chat" and that is as pointless as their camera security system. They COPY and PASTE what is clearly written on the website and it is still the most outragous **** I just want my damned cameras to watch my house and record, when I am not here. I have followed all of the steps, 500 times and still cannot get this **** to work from 10pm to 11am. As described by 20 "CHATS" in the last several days, I have set it how they tell me, but it will start recording at 10pm and will not stop recording until I MANUALLY STOP IT. I do not want to have to disarm the system when I get home, it should automatically stop at 11am as intended. Not to mention the loss of quality that it records now has also degraded over the years, as the company has grown and learned little tricks to S**** THEIR CUSTOMRS, by taking away key features, like the cability to have any specific camera record continuously and the rest on schedule.

  

  Business Response

  Date: 12/05/2024

  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. 
  
  Based on my investigation, the Arlo Secure application you are currently using has been upgraded to the latest version. This may be why you are not yet familiar with the features or functionality of the new application.
  
  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:12/05/2024

  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 just happened to see a notice on my phone that Arlo Technologies was attempting to charge my credit card for $26. I have never done any business with Arlo Technologies so I immediately called my bank and asked them about the transaction and for a phone number related to the transaction. I reported it as an unauthorized charge. I called the phone number attached to the transaction and there was a recorded message that said the number was for outgoing calls only. I went online and search for a customer service number to call and get resolution and there is no such thing. I get the same message for any number listed. I looked at a consumer group forum online for the company and it seems there are many unauthorized charges and they seem not to care. I refuse to sign up for an account with them just to be able to reach customer service to dispute an unauthorized charge. I would never do business with a company that doesn't provide customer service phone numbers for such events as this or any other customer service need. As a business owner people can call and get resolution for our service anytime and we are happy to provide that.

  

  Business Response

  Date: 12/05/2024

  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.
  
  Please be advised that I will be contacting you tomorrow. 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.
  
  
  Regards,
  
  ***** *.
  Customer Care Advocate
  ******************, Inc.
  
  

• Initial Complaint

  Date:12/04/2024

  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.

  Arlo is falsely advertising 24 hour monitoring and misleading customers and even insurance companies (providing a certificate) about protection / monitoring that does not actually occur.I have had several occasions when the alarm has alerted - enters panic mode and all you get are text messages / alert notifications, no actual call or dispatch of emergency services or call to your emergency contacts, yet they state with the paid monitoring you have 24 hour monitoring that will reach out or dispatch emergency services as appropriate. When I called and addressed the concern I was told the monitoring apparently only occurs in the AWAY MODE not in the HOME MODE which is not at all what I expect nor stated or advertised as such. So basically if you have an emergency while the system is armed in home mode you are not being actually being monitored / protected and no dispatch or support will be provided if the system alarms and you have an emergency. You will get notifications but there is no live monitoring. This is a significant issue especially for those expecting this system to protect their family / property. This is of particular concern for fire monitoring. If the fire / smoke sensor triggers there is NO actual live monitoring unless you are in away mode. The fire is most deadly if you are AT HOME and asleepthats when you need monitoring and immediate dispatch of fire. If you are away when there is fire you are not personally at risk of death or injury. Not only is this false advertising but they provide an insurance certificate that provides you a discount since you are monitored when you are really actually NOT monitored. Protection includes your property but no one is dispatched no phone call is made. I have also had triggered emergencies in away mode and NOT received any calls or dispatch as well so I am ACTUALLY highly suspect of the monitoring all together. This needs to be addressed, lives and property are at risk by this false advertising.

  

  Business Response

  Date: 12/04/2024

  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. 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
  ******************, Inc.

• Initial Complaint

  Date:12/03/2024

  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.

  This company charged my debit account ******* and tried to charge another ******* that my bank declined this was 12/1/24 my bank issued a stop pay .. however the ******* is pending and missing out of my account!!! I have never heard of this company or bought anything from them my bank is investigating the matter..this needs to be stopped!!! I want my money back!!! They took my life savings!! That a total of ****** dollars they tried to take that would fill a semi it was not me nor do I want or know about anything having to do with this company!!

  

  Business Response

  Date: 12/04/2024

  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 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 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 44438089 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 devices. 
  
  Thank you and have a great day! 
  
  Kind regards,
  ******* *.
  Customer Care Advocate
  ******************, Inc.
  

  Customer Answer

  Date: 12/04/2024

  they called me and said they magically can't find this charge of over 8 grand and actually had audacity to ask me to screen shot my bank records to them which I did not .. they are probably trying to rob me again I gave her the last 4 digits of the card that was fraudulently charged (since it's canceled)and she said there's no record of this purchase yet my account is clearly missing the money ..zero stars zero help they are crooks.. I have never heard of this company and I have never or will never purchase from them ... they have to be stopped they are cleaning people bank accounts out! 

  

  Business Response

  Date: 12/05/2024

  Hi ******, 
  
  Good day!

  This is *******, one of the ************* Advocates here at **********************. We sincerely apologize for the inconvenience you have experienced with the unauthorized charges.
  
  I would like to inform you that, as the charge is still pending, we are unable to locate it. Please continue working with your bank to file a claim or dispute for the $8,011.72. Since you have confirmed that the bank has placed a stop payment on the pending charge, it will not be processed. The authorization hold will be released in a few days.
  
  I've created case number 44438089 for your Arlo case reference. I will be contacting you within the day to address your concern.
  
  Thank you for your patience.

  Kind regards,

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

• Initial Complaint

  Date:12/03/2024

  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 had a break in and so I added Arlo security to my camera system. For about 6 months I was unable to fully set up my account. Somehow another phone number was associated with my account and I was able to independently resolve the issue. Arlo's customer service couldn't figure it out. Throughout my relationship with Arlo my security system and cameras have gone offline multiple times with no resolution whatsoever. I have opened case after case and no reshave opened case after case and none of them are ever resolved.I have spent over $1,500 on a security system that doesn't work. It loses connectivity to Wi-Fi and Cellular Connection all the time and my concerns are never resolved. I have had to spend an equal amount to upgrade my home security to ADT. I need a refund from Arlo because I have been harmed financially and emotionally

  

  Business Response

  Date: 12/04/2024

  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 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 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. As per checking,  I was able to see that you already have an existing case with us and its already being handled by our engineering team. I will make a follow-up on this and provide you with an update.
  
  
  Thank you and have a great day!
  
  Regards,
  
  Mhikko G.
  Customer Care Advocate
  ******************, ****

  Customer Answer

  Date: 12/04/2024

  I do not accept this response. I require a refund for all equipment and subscription fees. The security product is unstable and that reality has been documented for over a year with no resolution. I require a refund for all of the products I purchased and subscription

  

  Business Response

  Date: 12/04/2024

  Hi ******,
  
  Good day!
  My name is ******** a Customer Advocate at **********************.

  I appreciate your response. Please be advised that our team is still reviewing and working on your request. We will make sure to provide an update within 1-2 business days.

  Thank you for your understanding.

   
  Sincerely,
   
  ******* **********
  Customer Care Advocate
  ******************, Inc.
  

  
  

  Customer Answer

  Date: 12/18/2024

  Netgear/Arlo Technology's response only includes notice that the process is ongoing. There is no substantive response or update provided.

  

  Business Response

  Date: 02/12/2025

  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 device. As per discussion under Arlo case: 44438254, we have processed the Safe and Secure Pro subscription refund for $27.08/month for 12 months is $324.96 including taxes has been processed today back to the original mode of payment. The refund may appear in the account in 3-5 business days depending on the bank's policy. Submitted check refund request for ******* purchases amounting to $888.45 and the turnaround time is 6-8 weeks for the check.
  
  We will continue to provide you updates via email under the case: 44438254.
  
  
  Thank you and have a great day!
  
  Regards,
  
  Mhikko G.
  Customer Care Advocate
  Arlo Technologies, ****

  Customer Answer

  Date: 02/13/2025

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