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: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.

• Initial Complaint

  Date:10/30/2024

  Type:Customer Service 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 Bought 3 Arlo cameras in April 2024. Installed 2 of them in My dad's house so we can watch him, he's 96. In June we ran in to some issues with the cameras. In a call to service were were told in order to continue to receive the feeds and other services we had to sign up for that. We opted to pay for the lifetime option at $534.99 vs. yearly. This transaction took place on 6/4/24. Today our feed went out saying it was discontinued because we had not made payment! My sister called and they said the system was down, they would call back when fixed. How does your customer service system go down??? I called later to give them the payment info we made back in June. I talked to a very very rude customer service guy. He even told me to shut up!! Wow! Every time we have called the customer service line we have been treated very poorly. I expect courteous customer service when addressing our issues, not a shut up I know what I'm doing attitude. I want this fixed and a formal apology concerning their customer service **** rude behavior. I do regret buying the Arlo cameras due to there poor customer service, the cameras are no that great either. Wish we had gone with Nest or Ring.

  

  Business Response

  Date: 10/30/2024

  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.
  
  I look forward to your response.
  
  Thank you for doing business with us.
  
  Sincerely,
  
  ***** *.
  Customer Care Advocate
  ******************, ****

  Customer Answer

  Date: 11/04/2024

  If they are calling me I need to know what number to expect.  I get a lot of spam so I will not answer a call unless I know the number. If they could text me ahead of the call I will answer.

  

  Business Response

  Date: 11/05/2024

  Hello ******,
  
  Good day!
  
  This is Mhikko from Arlo ************** I am responding to your ******************** complaint in behalf of ********* as she is currently out of office and will be back tomorrow. We acknowledge your request to be informed prior the said call back. As per checking, we have sent you a follow-up email right after every unsuccessful callback attempts. 
  
  We would like to resolve your pending issue and gather additional details that would help us investigate this matter. Kindly reply to the email sent to your preferred email address with your best callback number and preferred date/time for a callback (kindly include your time zone as well). Our business hours is from 6 AM to 6 PM (Pacific).
  
  Alternatively, you may dial this number - ************ so you can easily reach us.
  
  Thank you and I'm looking forward to hearing from you!
  
  Kind regards,
  
  Mhikko G.
  Customer Care Advocate
  ******************, ****

  Customer Answer

  Date: 11/15/2024

  
  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:10/30/2024

  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.

  One of the Arlo cameras has been showing the following message over the past two weeks. "Your Arlo device appears offline." All other cameras and devices are working normally. There is no telephone access to customer service. I have followed all their on-line procedures, every step of each of the processes offered for the device, to no avail.I reached them through the web, but they only offer plans for sale and nothing more.I understand why the BBB has rated them with an F.

  

  Business Response

  Date: 11/01/2024

  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 encounter an offline issue with one of your devices. We would like to assist you on this matter. 
  
  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:10/30/2024

  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 had cancelled my subscription from Arlo Technology's three times. The first time was in July ****************************** I canceled a second time in Aug ************************** Sept and Arlo still charged my credit card. I attempted to speak with someone regarding this issue and Arlo refused my request on their online chat I have pics of that very conversation. They are stealing money from me.

  

  Business Response

  Date: 11/01/2024

  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 will be happy to help you with the subscription issue. Please be advised that I will be contacting you today, between the hours for 9 AM 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,
  ******* *** ********************** Advocate
  ******************, ****

  Customer Answer

  Date: 11/01/2024

  
  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:10/25/2024

  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.

  My husband died Feb. 2024. he had the account for **********************. around March I changed the account to myself and am paying *****/month. In Sept a charge of ****** from my late husbands ****** account to ********************** was made. he evidently had set up a yearly automatic payment. I have contacted them 4 times trying to resolve this. I have sent them a screen shot of his death certificate and of the ****** invoice as requested. they will not refund the ****** unless I verify his account email. I do not have this. I have given them 3 different possible emails. they have not offered any other resolution.

  

  Business Response

  Date: 10/25/2024

  Hi *******,
  
  Good day! This is JC from Arlo Customer Care.
  
  Words can't express how saddened we are to hear of your husband's passing. I can only imagine how difficult this time must be for you, and we want you to know were here to support you in any way we can. 
  
  We'd also like to convey to you our sincere apologies for the inconvenience you have experienced with your husband's 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 interaction and 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.
  
  Our records show that the email address you provided to our support team isnt linked to any Arlo account. Unfortunately, we cant access an account without this information for security and verification reasons.
  
  We would like to discuss this concern with you further. A separate email will be sent asking for your preferred call back time and time zone. For reference, here's the case #: 44348386.
  
  We look forward to hearing from you soon!
  
  
  Best regards,
  
  ** *.
  Customer Care Advocate
  ******************, ****

• Initial Complaint

  Date:10/25/2024

  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 purchased a subscription on 10/24/24 that would be billed annually. I went to set up the subscription but was unable to because the doorbell is under my husbands account and it was only shared with me. When I went to set up, it told me I had zero devices. Turns out you have to be the primary device owner to connect a subscription to a device. This information was not shared anywhere in the sign up flow. I chatted with them to ask to cancel the subscription and get a refund, so we could set up the subscription under my husbands account. They tell me that I can cancel but they do not provide refunds for subscriptions. The confirmed that I would essentially be paying for the subscription until the next billing cycle (a whole year) and get zero services from them because I was not primary device owner. This is ludacris and feels borderline fraudulent. They should not have let me go through with purchasing a subscription when their system detected that I had 0 devices owned.

  

  Business Response

  Date: 10/25/2024

  Hi Rana,
  
  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
  ******************, ****

  Customer Answer

  Date: 10/25/2024

  
  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:10/24/2024

  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.

  I have never heard of this company. Never visited their website never purchased anything from them. I woke up this morning to Arlo technologies completely bankrupting my account with unauthorized fraudulent charges. Arlo has zero way to contact a person only through a chat or you have to have an "order #" to get through. Thats their scam they skim your info and charge it back to their company and make it impossible to stop them. They are straight up stealing from people. How are they allowed to be in business still? I am a single mother with kids to feed can't you rob someone else?

  

  Business Response

  Date: 10/24/2024

  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. We found no account related to your email address *******************************. I would like to obtain additional details to locate this charge 
  
  Please be advised that I will be contacting you today, between the hours of 2 PM to 3 PM EST. If you wish to be contacted at a specific time, let me know and I will be happy to assist.
  
  I look forward to your response.
  Thank you for doing business with us.
  
  Sincerely,
  
  ******* **********
  Customer Care Advocate
  ******************, ****

• Initial Complaint

  Date:10/23/2024

  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.

  I have a Arlo video doorbell. Ive had for less than 3 years. Support doesnt help when theres an issue. My doorbell stopped working yesterday. I spent 4 hrs talking to agents and troubleshooting the same steps for them to finally tell me its defective. But I have to buy another one. I refused and asked to cancel my subscription. I had to start another chat for someone to have me go into the app to cancel the subscription I was charged for a few days ago. No refund no prorate. Absolutely nothing.

  

  Business Response

  Date: 10/24/2024

  Hi ******,
  
  Good day!

  I want to sincerely apologize for the inconvenience you've experienced. I understand this issue has been frustrating, and I want to assure you that this is not typical of our service. At Arlo Technologies Inc., we take great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your future experiences with us are smooth and efficient. We genuinely value feedback from customers like you, as it helps us improve the quality of our products and services.

  I appreciate having the opportunity to speak with you earlier, and I'm glad we were able to begin isolating your concerns. Please refer to case number ******** for reference during this process.

  If there is anything else I can assist you with, please dont hesitate to let me know.
  
  Sincerely,
  ***** ******
  Customer Care Advocate
  **********************.

  
  

• Initial Complaint

  Date:10/23/2024

  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 cancelled services in the year 2020 after we vacated the building they had been monitoring for us. They continued billing my credit card after we cancelled -- including this year. We have cancelled the service more than once after Arlo continued billing our credit card. I am trying to contact them even today after seeing it on credit once again but that it is impossible either by email or phone. This has to be their policy and they should probably referred to the authorities. DO NOT DO BUSINESS WITH THIS COMPANY.

  

  Business Response

  Date: 10/23/2024

  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.
  
  I look forward to your response.
  
  Thank you for doing business with us.
  
  Sincerely,
  
  ***** *.
  Customer Care Advocate
  ******************, Inc. 

• Initial Complaint

  Date:10/17/2024

  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.

  Arlo is making it impossible to cancel service even though Im not obligated with timing terms.

  

  Business Response

  Date: 10/18/2024

  Hello *****,
  
  
  Good day!
  
  
  This is Amps from Arlo Customer Care.
  
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your device. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. Arlo Technologies Inc. appreciates hearing from customers like you because we need feedback from our customers to help us monitor and maintain the quality of our products & services.
  
  

  Please let me assure you that we continue to be committed in providing you and all of our customers with the highest standards of product & service in the industry. I reviewed the case related to your concern. I would like to address your plan cancelation request. Any reason for canceling your service? For your reference, please follow the cancelation steps from this link ***********************************************************************************************************************************************************
  
  
  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,
  
  
  Amps S.
  Customer Care Advocate
  Arlo Technologies, Inc.