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:10/17/2024

  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.

  Cant end subscription. Arlo application not working. Cant access my account billing.

  

  Business Response

  Date: 10/17/2024

  Hello ****,

  
  Good day!

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

  
  ****, please let me assure you that we continue to be committed in providing you and all of our customers with the highest standards of product & service in the industry.I would like to get in contact with you to make the best attempt in regaining your confidence in our company and provide solution to your problem as soon as possible. Kindly provide your preferred callback time and time zone for us to assist you.

  
  Please be informed that for plan subscription, as stated in our terms and conditions, if you sign up for any Arlo subscription services, you further agree, that your subscription may automatically renew for the same applicable term and price, until you cancel your subscription. 

  
  Thank you for choosing Arlo Technologies Inc.

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

• Initial Complaint

  Date:10/13/2024

  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.

  Arlo system is bugged, does not allow account access and does not provide functional ability to restore account access. They do not provide account support to those unable to access account to pay them for subscription first.

  

  Business Response

  Date: 10/14/2024

  Hello **** Prylepskyi,
  
  Good day!

  
  This is Faith from Arlo Customer Care.

  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your account access. 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 **** 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 in providing you and all of our customers with the highest standards of product & service in the industry. I reviewed your account, and I would like to apologize that you are having problems with your devices and accessing your account. 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
  ******************, ****

  Customer Answer

  Date: 10/17/2024

  I do see case #******** was created for the account in question. Instead of calling me during inconvenient hours, simply delete my account please. Please delete it in a way that allows me to update my email on my other account.

  

  Business Response

  Date: 10/18/2024

  Hi ****, 

   

  Thank you for your response! Please know that we want to help you access your account with **********************. You can reply to the emails that we send out to provide the best call back time to reach you. We value you as our customer and we want to help you fix this issue with your account. I will try to call you today and check with the issue you have been experiencing. 

   

  Thank you for choosing Arlo and have a wonderful day! Take care!
  
  Regards,
  Faith E.
  Customer Care Advocate
  

  Customer Answer

  Date: 10/30/2024

  Hello,

  We have already discussed it over the call. As a result, you wanted to check regarding the email availability after deleting the account, for reusability, call me back again later, and called me back again during unavailable hours. The only emails I received state "PLEASE DO NOT REPLY TO THIS EMAIL." and asking me to access account to which I do not have access. This is exactly what I am complaining about here - no access, no way to restore access to be able to delete my account, to be able to reuse released email, and no direct way to contact you. Please delete my account and ensure that after deletion the email is released and reusable.

  

  Business Response

  Date: 11/26/2024

  Hi ****,

  Good Day!

  This is ******* from Arlo ************* Team. We apologize for this inconvenience in accessing your account. Please be advised that our Technical Support is also working hard to resolve your concern. Kindly advise your preferred contact time so we can inform them as well. You have an existing case with our technical team with case number 44317840.

  You may respond to this email or send an email to ****************************************** and make your subject line as 44317840.

  We await your response for this regard.

   

  ******* *.

  ************* Advocate

  Arlo Technologies Inc

  Customer Answer

  Date: 12/06/2024

  After 5pm works

  

  Business Response

  Date: 01/29/2025

  Hi ****,
  
  Good day!
  My name is ******** a Customer Advocate at **********************. I am reaching out to you to address your concern. We thank you for bringing this to our attention and appreciate your feedback on the opportunities we surely want to work on. This will help us review and re-calibrate the quality of support and service we offer to our customers. Please be assured that your feedback is taken very seriously and will be forwarded to the concerned team to make improvements and provide a satisfactory user experience.
   
  I would also like to work with you and resolve your unsettled issue in the hope of regaining your trust and confidence in continuing your business with us. Please be advised that our Engineering Team is working to address your concern with your account.
  
  Please be advised that I will be contacting you today, between the hours of 11 AM to 12 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
  ******************, Inc.
  
  

  Customer Answer

  Date: 02/08/2025

  Hello,
  
  I am unreachable by phone, only by text or email. Also, I am unable to read messages you are sending to my locked Arlo account.

• Initial Complaint

  Date:10/10/2024

  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 recently purchased a house that had our low security cameras already installed I went to activate them today and bought a subscription and was then told that I would need to disconnect the cameras unfortunately this is not possible due to safety concerns and the cameras already being installed on the side of the house. When I called and explained this to customer service I was put on hold multiple times and then told I could not get a refund. I had the service Less Than 3 hours and did not use the service at all

  

  Business Response

  Date: 10/10/2024

  Hi Curtis,
  
  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. 
  
  Curtis, 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.
  
  We are more than happy to assist you with the cancellation and refund request.
  
  For your reference, please visit: https://kb.arlo.com/ja/1215141/How-do-I-change-or-cancel-my-Arlo-subscription-plan
  
  Thank you for choosing Arlo Technologies Inc.
  
  Sincerely,
  
  John Philip S.
  Customer Care Advocate
  Arlo Technologies Inc.
  

• Initial Complaint

  Date:10/09/2024

  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 am being charged by Arlo Technologies for a door camera I do not own and a service I do not use. I have called them on several occassions trying to resolve this issue with no success. It is very frustrating to talk to these people because regardless of what you say they insist they are correct and nothig they can d to help me. They are insisting that I had another account set up under a different email address than the one I have provided them. They insist that I give them the correct mail address for that account before they can even look at the account. When we first got the camera about 5 years ago we had a problem with the first one and had to return it and have it replaced with the one we have now. So apparently we are being charged for the camera that was returned as well as the one we use now. I am charged $7.99 twice every month and i am requeting Arlo Technologies refund my account for the extra charge each month and cease the unauthorized charges they are taking from my account each month.

  

  Business Response

  Date: 10/09/2024

  Hi Joanne , 
  
  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 about your refund request. 
  
  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: 10/10/2024

  
  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:10/07/2024

  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.

  A few years ago, I bought 3 Arlo cameras worth $700 from Best Buy, and they worked beautifully. However, when I bought an iPhone 15, I couldnt log in because it didnt recognize my new phone. I have been going in circles for weeks trying to reach ARLO customer service. Their virtual assistant" is useless. I have called ************************** and been to their store. They say its a compatibility issue and cant help me, and I should just buy three more cameras! I have called Apple and ******** I tried Arlo's community support. Arlo gives me two minutes to fill in a code, but I dont get their push notifications and it takes much longer than 2 minutes to get their email. Then their automated system said I didnt qualify to talk to a live agent!***** is successful because it has superb customer service, and when it makes changes, it provides adapters to accommodate the change.If you go to their community, everybody has similar complaints.Looking forward to hearing from you.****** *** *************************************** ************

  

  Business Response

  Date: 10/07/2024

  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 your devices and the difficulties you've faced in 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.

  I wanted to let you know that Ill be reaching out shortly via phone to begin assisting you with this matter or you can let me know a convenient time (including your time zone) for me to schedule a callback for you. 

  Thank you, and I look forward to hearing from you soon!
  
  
  Regards,
  ******** *.
  Customer Care Advocate
  ******************, Inc.
  

  Customer Answer

  Date: 10/10/2024

   

   I havent heard back from Arlo yet.

   

  

  Business Response

  Date: 10/10/2024

  Hi ******,
  
  
  Good day!
  
  
  This is Amps from Arlo ************** I am looping in for my colleague, ********.
  
  Please be advised that your case 44302849 is still being investigated and will hear it from us within ***** hours.
  
  Please feel free to visit our online support website: ********************************** or you could access the same through your Arlo Secure app by going to "Settings" and tap on "Support". You may check this helpful link for your future reference ****************************************************
  
  Thank you for choosing Arlo. 
  
  Amps S.
  Customer Care Advocate
  **********************, Inc.
  
  

  Customer Answer

  Date: 03/28/2025

  When I got a new iPhone, the Arlo app didnt recognize the device;  however, 
  neither method for verifying the new phone with their system works for me:
  
  *  The email verification method is useless because the email only 
     arrives long after the verification code it contains has expired.
     Weve tried this multiple times on several occasions spanning
     several weeks.  This isnt a transient problem.
  
  *  The push notification method doesnt seem to work at all.
            We were able to rule out a configuration error on our end by talking with
        Apple support, and also had a technician at T-Mobile monitor the line
      in real-time as we prompted the Arlo app for a push notification message.
              We arent getting them because they arent being sent.  
  
  *   Online help via the Arlo app and website are useless because before you
       can do anything meaningful, youve got to verify the device which is
       the problem were trying to solve.
  
  *   Arlo customer service via phone is no longer staffed by humans.
      We are in an AI-based customer service dystopia.    Its extremely difficult
      talking to anybody at the company that is in any position to resolve the actual
              problem:   our $700 home surveillance system has been rendered useless.
  
  Several months ago, BBB helped us to get an Arlo technician on the line to resolve the problem, and we were finally successful.  At this point, our BBB case (#********) was closed.  However, a few months later, Arlo stopped recognizing the new iPhone, and now we're right were back to square one:  we cant use the expensive security system we paid for, due to issues with their software, combined with their atrocious non-human customer service.
  
  Therefore, we request that this case be reopened and that an Arlo technician call us to resolve the problem.
  I can be reached on my cell phone at ************, or on my landline at:  ************ 
  
    Best regards,
  

  

  Business Response

  Date: 03/28/2025

  Hello ******,
  
  
  Good day! 
  
  
  This is ******* from Arlo Customer Care. 
  
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with the delayed resolution of the issue 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 today to address your concern
  Thank you and have a great day! 
  
  
  Kind regards,
  ******* *. 
  Customer Care Advocate

  **********************. 

  Customer Answer

  Date: 04/17/2025

  Arlo responded and partially solved my problem. My phone isnt beeping again when motion is detected. When I spoke to them last week, I asked them to keep my case open until 4 -12-'  25  to be sure it would continue to work properly. Their *** agreed to keep it open until  Friday. When I called their backdoor number, 833 898 699, and gave them my new case #********, they said the case was closed!!
  
  Arlo is at the top of my list for bad service
  

  
  

• Initial Complaint

  Date:10/07/2024

  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.

  We purchased a year membership last year for Arlo. The card number used last year is no longer valid. I logged in to update the card number and decided to change the plan for this year and also pay by the month. My card issuer stopped the transaction wanting to know if it was fraud and I assume its because it seems Arlo is trying to charge both a monthly fee and yearly fee at the same time. Ive spoken to agents at Arlo and they both said they would look into the matter and get back to me. Nobody ever called back. Then I got a message telling me to update the case. A person told me they refunded my yearly payment from 2023 and thats why Im now being charged both a monthly and yearly fee. That makes no sense. Everything went well with Arlo when we switched to your company last year. This entire experience has certainly changed our mind. Its been a huge time waste and terrible customer service.

  

  Business Response

  Date: 10/17/2024

  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 with the issue you are facing with the subscription fee.
  
  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:10/04/2024

  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.

  Bad faith trial period and software and customer service incompetency that does not support the product.

  

  Business Response

  Date: 10/04/2024

  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 in hope to regain your trust and confidence of continuing your business with us.
  
  Our hours of operation are from 6 AM to 6 PM 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.
  
  
  Regards,
  
  ***** *.
  Customer Care Advocate
  ******************, Inc.
  
  

• Initial Complaint

  Date:10/04/2024

  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 own five Arlo home surveillance cameras, which are eligible for free cloud storage. My Arlo account meets the free cloud service requirement with these five cameras. The cameras have worked great on the Arlo iOS app for the past few years, but recently, only two out of the five cameras are functioning with live-view. The other three display the message: This device is inactive. A paid subscription is required to activate the device.I have contacted Arlo and opened case number ********. I was informed that several other customers are experiencing the same issue. I expect a quick resolution, as the cameras are useless without being able to show up on the Arlo app, raising security concerns for my home. This seems like a strategy to force customers into paid subscriptions, which is unacceptable and needs to stop.

  

  Business Response

  Date: 10/04/2024

  Hi ******,
  
  Good day! This is JC from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your Arlo cameras. 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 indicate that your recent case with us, case number ********, is being actively reviewed and addressed by our engineering team.
  
  We would like to discuss more details with you regarding this case. We'll create a new Arlo case for your BBB complaint and reach out to you as soon as possible. For reference, here's the case #: 44297570.
  
  We look forward to hearing from you soon! Thank you for choosing Arlo.
  
  
  Best regards,
  
  ** *.
  Customer Care Advocate
  ******************, ****

  Customer Answer

  Date: 10/04/2024

  I am not satisfied with this inadequate response from Arlo customer service and require a prompt resolution. At the very least, provide a timeline for when this issue will be resolved. It appears that Arlo does not take non-subscription customers seriously.

   

  

  Business Response

  Date: 10/05/2024

  Hi ******,
  
  Good day! This is JC from Arlo Customer Care.
  
  We apologize for the issues youre experiencing with your devices. Our engineering team is actively working on resolving the problem, and while we dont have an estimated timeline for the fix, we assure you its a top priority.
  
  For further discussion, please refer to Arlo case number ********, which weve sent to your email.
  
  We look forward to hearing from you soon. Thank you for choosing Arlo.
  
  
  Best regards,
  
  ** *.
  Customer Care Advocate
  ******************, ****

  Customer Answer

  Date: 10/07/2024

  Arlo reached out to inform me that their engineer is working on my issue, but they did not provide a timeframe. I will keep this BBB complaint open until they give me a substantial promise regarding the resolution date.

• Initial Complaint

  Date:10/03/2024

  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 paid for arlo secure *****. I did not receive the service. I was charged 3 times within a minute for this service and have not received. Also I'm not good enough to talk to customer service? Is this legal in **********?

  

  Business Response

  Date: 10/03/2024

  Hi ****,
   
  Good day!
  
  This is **** from Arlo ************* Team. I am contacting you regarding unexpected charges in your account.
  
  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.
  
  If there are any unexpected charges on your account, ********************** is more than happy to process a refund for any incorrect payments or transactions. After reviewing your account, I couldn't find any subscription plan registered.
  
  Your reference case number is 44295790.
  
  Regards,
   
  **** ****** S
  ************* Advocate
  ******************, ****

• Initial Complaint

  Date:10/02/2024

  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.

  ******** customer service. ********************** updated there software and after that my cameras were not communicating with the the base station. First they told me to unplug the battery from each camera (which I had to hire someone to get on my roof ) and that did not work so now they are telling me that I need to take down all the cameras (which I will have to hire someone AGAIN) and bring them near the base station. I have asked them several times to send someone out and they said they dont do that. I can not believe ****** is still selling this product.

  

  Business Response

  Date: 10/02/2024

  Hello Don,
  
  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.
  
  To provide you with the best assistance regarding this case, I kindly request your call back number, preferred callback time, and time zone. This information will enable us to reach you at a mutually convenient time. Our business hours are from 6:00 AM to 6:00 PM Pacific Time. 

  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.