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:12/02/2024

  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.

  On Oct 31st they auto renewed my subscription. I did not authorize an auto renew. The price increased from $90 to $179.98. i cannot get hold of in customer service to discuss and to turn off auto renew. There are lower subscription options. Every time I request support through the app, it routes me to Tech support who cannot help with billing issues. I've wasted HOURS trying to get through.

  

  Business Response

  Date: 12/03/2024

  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 would like to apologize that you have billing issues that hasn't been addressed. 
  
  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:11/27/2024

  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.

  Dates of the eleven transactions took place on 11/5/24, 11/23/24, 11/24/24, 11/25/24, and 11/26/24. Within these dates Arlo has taken $1,264.16 from my account. I had to cancel my credit card on 11/26/24. The bank manager told me that it was a good thing that I cancelled my card because Arlo tried to take ten more transactions out of my account yesterday. The phone number that is on my bank statement, for Arlo, is for outbound calls only. Other numbers online want an order number or are for outbound calls only. I really believe that this company is a scam. And when I look up reviews on Arlo there are several people saying the same thing. Please help shut this company down before they rip someone else off.

  

  Business Response

  Date: 11/27/2024

  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 unexpected charges on your account. 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 44422705 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
  ******************, ****

• Initial Complaint

  Date:11/26/2024

  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.

  July of 2023 I purchased an Arlo doorbell, called for support and access to my cameras, the gentleman who help me, was kind and cordial, help me out got everything set up and offered different plans and the plan I chose was a lifetime plan, seem to be the best and smart choice, and everything was perfect until about a week ago where they have now claiming I have no plan at all, I called then number I had for my contact with arlo and they never answered my call. So I went through support help within the app but it took several tries to finally get a response, the 1st ****** I talk to was an extremely nice individual, but they were insistent on the lifetime plan never existed and I had to get a plan, then I had another ****** call me back to verify that they never had a lifetime plan and then he kept insisting that I had been scammed and that I need to purchase a plan through the app for Arlo. I felt as if I am being scammed by the representatives of the company now, they are not interested in resolving the problem and just shutting me down and telling me I basically don't have any right to the lifetime plan and they have no interest in honoring what was told to me in July of 2023

  

  Business Response

  Date: 11/27/2024

  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.
  
  For your reference, the case number for this message is 44421290.
  
  I look forward to your response.
  
  Thank you for doing business with us.
  
  Sincerely,
  
  ***** *.
  Customer Care Advocate
  ******************, ****

• Initial Complaint

  Date:11/26/2024

  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 got a test product from Arlo and was then asked for my debit card number. I gave it to them on 11/20/2023. I canceled it a month later. Checked my account today, and I am still being charged for the subscription. I checked my account status on their website and the "Subscriptions" tab is greyed out, with no way to access it. This means they did cancel my subscription, but continue to charge me every month. I want them to stop charging me and refund the $119.88 they charged me after I canceled my subscription.

  

  Business Response

  Date: 11/26/2024

  Hello ****,  
  
  Good day! 
  
  This is Jocelle from Arlo *************. 
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with the charges in your account from **********************. 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 44420422 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.
  ************* Advocate
  ******************, Inc.

  Customer Answer

  Date: 11/27/2024

  As I have been told I would be contacted 3 times and no one ever reached out to me I will need to see some action from your company before I cancel this complaint.

  

  Business Response

  Date: 11/27/2024

  Hi ****,

  Good day!

  This is Jocelle again, one of the ************* Advocates here at **********************.

  I tried contacting you early this morning but I was directed to your voicemail. I left a voicemail instead.

  I sent you a follow-up email to the email address linked with your Arlo account which is - **************************** Kindly check your email's Inbox or Spam Folder.

  I created an Arlo case for your reference which is case 44420422.

  Thank you for your patience and understanding.

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

  Customer Answer

  Date: 12/18/2024

  
  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 consider this complaint resolved.
  
  Regards,
  
  **** *****
  
   
  

• Initial Complaint

  Date:11/26/2024

  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 have a pre-authorization in my bank account for a $43.19 charge by Arlo Technologies Inc. LOC on Nov. 13, 2024, but I have no relationship with this company, nor have I made any purchase from them. Their chat option keeps directing me to their customer support page, yet there is no appropriate response from the response bot there and no way to contact, speak with, or correspond with a live representative. From what I read on the Internet, this is not an unusual complaint, as there seem to multitudes of such fraudulent charges by ********************** do I get Arlo Technologies to credit that fraudulent charge back to my bank account?

  

  Business Response

  Date: 11/26/2024

  Hello ****,

  
  Good day!

  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with the unexpected and unauthorized charge to your account.

  
  ****, 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.

  As discussed, I will send a separate email and we will wait for your update if the charge eventually fell off or if it went through as an actual charge.

  
  Thank you for your cooperation and understanding. Have a nice day!

  
  Sincerely,
  ****** A
  ************* Advocate
  **********************.
  

• Initial Complaint

  Date:11/22/2024

  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 company has charged my bank account and I dont know who they are or how they got my bank card number but you can not reach them unless you have an account, which I do not.

  

  Business Response

  Date: 11/22/2024

  Hi *****,
  
  My name is Von, a Customer Advocate at **********************. I am reaching out to you to address your concern.
  
  We thank you for bringing this to our attention and appreciate your feedback on the opportunities we surely want to work on. This will help us review and re-calibrate the quality of support and service we offer to our customers. Please be assured that your feedback is taken very seriously and will be forwarded to the concerned team to make improvements and provide a satisfactory user experience.
  
  I would also like to work with you and resolve your unsettled issue in hope to regain your trust and confidence of continuing your business with us.
  
  Please be advised that I will be contacting you today via email, between the hours for 8AM to 3PM PST. If you wish to be contacted on a specific time , let me know and I will be happy to assist.
  
  I look forward to your response.
  
  Thank you for doing business with us.
  
  Sincerely,
  Von *********************** Advocate
  ******************, ****

• Initial Complaint

  Date:11/19/2024

  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.

  I have had arlo cameras they are charging for a renewal subscription without my permission, I alsked repeatedly for them to cancel the service they said they do not cancel , they never send me a renewal cost as the price when up from last year and keep telling me I can't cancel after they renewed me without permission, but they keep telling ****** we didn't cancel so they can't give refund, they are predatory and horrible, I am hearing impaired so I have to do a lot by chat and have saved many chats.

  

  Business Response

  Date: 11/20/2024

  Hi *****.
  
  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 unauthorized charges. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. 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
  ******************, ****

• Initial Complaint

  Date:11/15/2024

  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.

  They cannot seem to answer their support line. I called them at 8 am and they were saying I was calling them for some support and I was yelled at that I was calling them at 4 am, which makes little sense. I wanted to make an early payment on my account and have not been able to do so for a while. They told me I had to wait till 11 o clock. Usually when I call it lets me put a name and number but when I did go through, this is what happened.

  

  Business Response

  Date: 12/03/2024

  Hi Keira,
  
  Good day!
  
  Id like to sincerely apologize for the inconvenience youve experienced. I understand this situation may have caused frustration, and I want you to know that this is not typical of Arlo Technologies Inc. We pride ourselves on delivering excellent service, and we value your feedback to help us improve.
  
  I attempted to reach you at **********, but I was informed that you were unavailable.
  Id be happy to assist you further. Could you please provide the best time to contact you.

  For your reference, the case number for the BBB Complaint is 44435433.

  Thank you for choosing Arlo Technologies Inc.

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

• Initial Complaint

  Date:11/14/2024

  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.

  I received a call from Arlo after I purchased new Cameras and already had started paying my ***** a month. The guys name was ********. He proceeded to tell me I needed to pay yearly and if I paid for 5 years it would be cheaper. I agreed and he had me ****** him ******. A few months later I get a call from another guy at Arlo and said I needed to pay ******for one year. I told him I had already paid ******. I told him I talked to ********. He knew exactly who I was talking about and told me ******** was not supposed to collect the money. I told him I wanted a refund and he said if I didnt pay he would disconnect my cameras. He disconnected them that evening. Now Im out of camera service and ******

  

  Business Response

  Date: 11/14/2024

  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. Please note that Arlo does not offer a 5-year subscription plan. Based on what you've mentioned, it appears you may have been scammed.
  
  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:10/31/2024

  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.

  I called the company in November of 2023 it was determined that I had two accounts one on my name one in my firs I was told the account was cancelled after realizing I have been paying for the subscription on 2 separate cards i called and spent two days trying to get this resolved i cancelled my wife account that was created in 2023 my account was created in 2022 I have one camera they refused ti refund the entire amount that was paid on my wifes card $84.80 cents after repeated calls they want to offer me a partial refund which is unacceptable as i am a loyal customer. ************ is *********

  

  Business Response

  Date: 11/01/2024

  Hi *****,

  My name is Faith, a Customer Advocate at **********************. I am reaching out to you to address your concern. We thank you for bringing this to our attention and appreciate your feedback on the opportunities we surely want to work on. This will help us review and re-calibrate the quality of support and service we offer to our customers. Please be assured that your feedback is taken very seriously and will be forwarded to the concerned team to make improvements and provide a satisfactory user experience.

  I would also like to work with you and resolve your unsettled issue in hope to regain your trust and confidence of continuing your business with us.

  Please be advised that I will be contacting you today, between the hours for 12PM to 5PM EST. If you wish to be contacted on a specific time, let me know and I will be happy to assist.

  I look forward to your response.

  Thank you for doing business with us.

  Sincerely,

  Daith Es
  Customer Care Advocate
  Arlo Technologies, Inc.