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:08/26/2024

  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 been paying a monthly fee to ARLO since 2021 for a simple single camera recording service. The original email of ************** that I used was discontinued so I tried to move the service to my new email *********************** but over the course of trying several times over several years, I was unable to accomplish this in Chat or any of ARLO's online services.The only way for me to reach someone to help with this specific issue was to open a new subscription on my new email which is ***********************. Not being able to reach someone is candidly terrible, especially when I could not reset or do anything myself online that would remedy the situation. I have been paying for a service that increased in price from $2.99 to $4.99 to $7.99 per month that I could not use for 3 years.Now that I have a new subscription and will stay with ARLO, all I would like is some form of compensation for not being able to use the service and my time and the fact that I could not receive the needed support after multiple efforts. After-all, I have paid for the hardware, it would be nice to keep and use it.Additionally, I now have to reset the device of which it took even further explanation and frustration with the Technical Support Team.Really ARLO, if your business plan is to only speak to paying customers, how do you expect to get new "loyal" customers?"It should be noted, that this is not a significant amount of money that caused this complaint, it's very simply the extreme lack of customer service support available and the lack of autonomy your representatives have to resolve these type issues.I am hopeful that someone from ARLO is assigned to managing the issue and not just saying sorry, they cannot help, only to supply me with another useless case number. Thank you...

  

  Business Response

  Date: 08/27/2024

  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. 
  
  Grant, 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 happy to help you with subscription plan issues and provide a coupon code.
  
  Thank you for choosing Arlo Technologies Inc.
  
  Sincerely,
  
  **** ****************
  Customer Care Advocate
  **********************.
  

  Customer Answer

  Date: 08/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Additionally, it does appear the complaint was not reviewed clearly by the respondent as it is not the device that is the issue but rather the account status, accessibility and the inept way it is to resolve this type issue with the options afforded by ARLO.

  At times it seems these issues are clearly a nuisance rather than the gift of feedback to improve.

  This was not about the money, it was about service.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:08/22/2024

  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.

  Transaction for services have been ongoing for a few years at *****/mo. The cameras I purchase no longer work,I can not get reach a real person to talk to for customer help. I have an app for **********************, but it wont let me sign in. Apparently they have the wrong email address for me and I cannot get a confirmation code to sign in. I tried the chat on line help. Not much help as they send me back to the app. In the chat they told me I can only cancel the account using the app. Called credit card company to close the account. They informed me that even though they can stop a payment, The company can continue to bill me forever unless I get into the app to stop the billing and that cant happen. The billing is for their on line services which I no longer need or want. Please help me cancel

  

  Business Response

  Date: 08/23/2024

  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 account and 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 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.
  
  Regretfully, we are unable to contact you because the phone number provided is incomplete, and the email address you provided is not associated with an Arlo account. To assist you in reviewing your plan, we will create a new Arlo case and reach out to gather the correct information. Additionally, we will send you a separate email requesting your preferred callback number and time. For your reference, here's your Arlo case number: 44229018.
  
  We look forward to hearing from you soon!
  
  
  Best regards,
  
  ********
  Customer Care Advocate
  ******************, ****

• Initial Complaint

  Date:08/22/2024

  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.

  I purchased the Arlo security cameras and upon installation, I saw that it came with a trial subscription plan for 16 days. After that ended, I noticed that 2 of the most important notifications were no longer available. Motion detection video recordings and the ability to speak through the microphone unless you purchase a subscription. Why!I tried to contact a human at the company. No luck at all. YOU CAN'T. I tried the online chat to explain to them that, I have a terminal illness and I am on a very fixed income. I can't afford a subscription. The response I got was AI generated saying there are different plans to purchase.I CAN'T AFFORD A SUBSCRIPTION! I have used other security cameras that have never taken away the most important things you need on a security camera. This is greedy, gross cheap behavior of a company to take that away, and know it, and not even care.GREAT JOB ARLO! YOU SHOULD BE ASHAMED.

  

  Business Response

  Date: 08/22/2024

  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.

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

• Initial Complaint

  Date:08/16/2024

  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.

  Bought 3 cam pack on 8/10/2024. Setup the cams 8/13/2024. Contacted support on 8/16 to see about a free trial. They informed me it was 1 per customer and they see I activated on 8/13/2024 and could do nothing for me. I said so in 3 days I used my 30day trial, never had any arlo product before. Was seeking 15 external cameras. The trial was all I needed to see if the whole package was any good. Lost a customer before I even ever got started. Huge shame as the cams are nice and was pretty excited. I do jot take calls but am interested to hear from arlo on this issue. Email or bbb resolve is only communication I accept.

  

  Business Response

  Date: 08/17/2024

  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 apologize that you did not get the free trial for your cameras.
  
  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, ****

  Customer Answer

  Date: 08/18/2024

  business was informed in co.plaint to not call me.    I have had repeated calls and messages requesting phone information and how to speak to me even with repeated attempts to tell this company to not call me.

   

  Borderline harrasssment now and I want all communication to cease.      ******** has refused to honor the request And continues to pose contact. 

   

   

  

  Business Response

  Date: 08/19/2024

  Hi ******,
  
  Good day!
  
  Thanks for your reply.
  
  I totally understand your point and apologize for the inconvenience.
  
  We will stop calling you and communicate via email if you prefer.
  
  Please feel free to visit our online support website: support.arlo.com 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 ****************************************************
  
  
  Amps S.
  Customer Care Advocate
  **********************, ****

  Customer Answer

  Date: 08/20/2024

  
  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.
  
  I gave up and asked for no more contact.   Arlo and this service *** sent 1 last msg and gave me a code for the free trail.    I honestly gave up early on and felt it wasn't worth continuing , but they did not.     Truly above and beyond.   And thank  you for that last msg.  It helps when all communication is able to be read.  
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have me totally blocked out. I can't access my account and now they say my password and email are invalid. They took my cameras off their website. I tried to get in to my website, created a new password and it came up ok. Now it is coming up as invalid, I can't access anything now.

  

  Business Response

  Date: 08/12/2024

  Hi *****,
  
  Good day!
  
  I would like to convey our sincere apologies for the inconvenience you have experienced. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. Arlo Technologies Inc. appreciates hearing from customers like you because we need feedback from our customers to help us monitor and maintain the quality of our products & services.
  
  Kindly allow us to help you on-board the Arlo camera. Can you provide the best time to reach out to you?
  
  The case number for the BBB Complaint is 44210031.

  Thank you for choosing Arlo Technologies Inc.
  
  Sincerely,
  ***********************
  Customer Care Advocate
  **********************.

  Customer Answer

  Date: 10/08/2024

  Arlo...
  This email from Arlo is from August. I had set up the 2 cameras and then the screens went black because I declined a subscription. Your tech support helped me get the cameras back up and running.
  Since then I've had other problems. When my 30 day trial ended I no longer received audio alerts on my phone. And days of one camera working and the other one not working. Then another day the camera that wasn't working did work and the other one did not. For weeks I've tried to log on to my Arlo account thinking I could try to email Arlo since your phone number is not given out. Only for it to say my email or password is incorrect but both ARE CORRECT. While I was in 30 day trial..I could log in but it would immediately go to subscriptions. I couldn't navigate any farther. 
  Just recently my phone started giving me audio alerts...but has stopped doing that again now. 
  I don't believe the reliability of your service is satisfactory and I have been very disappointed because I want and need security. I paid $200 for products that I'm  dissatisfied with and what I am asking is to return them to you...as I cannot return them to Best Buy...and receive a refund. I have been talking to other people with security cameras of various brands and they haven't had even one problem. 
  They CAN contact their companies if need be. They can log on to their accounts. They have many more features WITHOUT subscriptions than Arlo offers. And I haven't even been getting the basic of features on a regular basis this far since my 30 day trial ended. It's all been sporadic. The reason I purchased cameras is for security. I wasn't getting any audio alerts AT ALL FOR WEEKS until a matter of days ago...then I did ..now again I do not. These spurts here and there are providing no security whatsoever. That's why I am asking to send them back to you and get a refund so I can purchase cameras from a more reliable outfit.
  Thank you...***** *****

  

  Business Response

  Date: 10/08/2024

  Hello ******,
  

  Good day! It was a pleasure speaking with you today and addressing your concerns.
  
  As requested, a separate email will be sent to you providing the resolution we have agreed upon under case #********.
  
  Please don't hesitate to reach out if there is anything else I can assist you with.

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

  Customer Answer

  Date: 10/21/2024

  A customer service *** called yesterday and I think I told you they don't issue refunds after 30 days and I bought my cameras and charger at Best Buy and they don't issue refunds if you don't buy from Arlo directly and I do not want their free subscription so I told her my only option is to keep the cameras and deal with all of the games. After some talking with her and in closing she said she'd have to update again and I asked why. Because if I cannot send these to Arlo and get a refund...I don't see any other options. She said an update about a subscription and I said .."I do not want a subscription. I have read a few of the complaints and when people cancel subscriptions they continue to be charged and then continue to have problems even though Arlo tells them they WILL take care of it and cancel." And I personally don't want that nightmare. I don't want ANY financial dealings with them. I figure after the free year they would start charging me...and even if I'm told that would not be the case I don't trust them. I'm sorry I ever bought Arlo cameras. The cameras are nice. It's the way they do business that I have a problem with. When my cameras decide not to be in working order for a day or two or the audio alerts work and then they don't I am inclined to think they are shut off on THEIR END as a way to get me to buy a subscription because then they will work perfectly. CONSTANT emails to purchase a subscription. 
  I don't see any more options. I'll wait and see but it doesn't look promising. I still can't log in but doesn't matter cause it will just go straight to subscriptions and you can't go any farther. 
  You buy their products and they make it impossible to ever reach them if you have issues. They don't give out a phone number or have a phone line just for that. A BBB girl from Peoria gave me their phone number in the beginning and I didn't even hear it ring...just a click like it was disconnected because they DON'T want to be reached. Not by the consumer. 
  I regret not checking this company out online before making my purchase. I really do. 
  Thank you for your help. The girl said she'd call me today with another update. 

  Wanted to tell you this. Exactly what I mean by "their games". Both cameras fully charged today and just checked and one camera is working and the other one is not. Both worked just fine. Underneath one not working it said..."Get a Plan". 
  I had security problems here for months this Summer. Now there's a homeless guy living (staying) in old unused golf sheds across the alley from my house. I told my neighbor I believed somebody was staying in there cause somebody opens the doors...plus can see some of the doors from back of my house and I walk my dog several times a day and noticed this. Then neighbor was in his bathroom and saw the guy and called the authorities. Being "county" the guy was gone before they arrived. 
  Would be nice if Arlo stopped playing games with my cameras so I'd have the basic security I'm supposed to have without a subscription. But this is what happens with this company. There is nothing wrong with these cameras ..it's Arlo doing it to TRY to get me to purchase a subscription.

  Arlo sent me an update in an email and I cannot read it because I have to log in and I am unable to log in and they know that. I did try ..says my email or password is incorrect. I am so tired of all of this which is exactly what they want. What do I do?

  This email below says Hello ******..
  This is ***** *****

• Initial Complaint

  Date:08/12/2024

  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.

  Arlo knowingly left defective batches of the AVD1001B-100NAS Arlo Wired Video Doorbell - Black, which I have one purchased directly from Arlo on 08.24.22, Order ********. Arlo knowingly did not contact customers like me for which they had contact information, since I was a direct to consumer sell for them, about these defective units. The defective units are known to not work - will not transfer video and audio. Arlo provides no way for a customer to contact them. After researching and discovering that the unit is defective, it's not related to my doorbell wiring, I have tried to contact Arlo to no avail. Their online support center, including their warranty center, provides no clear way to get support. I have tried multiple times to figure out a way in their online support center to contact someone.

  

  Business Response

  Date: 08/12/2024

  Hello *****,

  
  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. Kindly provide your preferred callback time and time zone for us to assist you.

  
  Please be informed that for refunds, the device should have been purchased directly from Arlo.com within 30 days from the original shipment date. However, you may check the reseller where you purchased the device to learn their return policy.

  
  Our responsibility as the manufacturer is to provide Technical Support and replacement to our valued customer who is still within the warranty.

  
  Thank you for choosing Arlo Technologies Inc.

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

• Initial Complaint

  Date:08/10/2024

  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 was sent an upgrade on the Arlo app. There was no disclaimer that if it was used to upgrade my system I would need to purchase a $200 software upgrade. When I called Arlo Support I was told the only way my system would work again is if I purchased the new software. I want my system fixed without the software. I think this is fraud.

  

  Business Response

  Date: 08/10/2024

  Hello *******,
  
  Good day! 
  
  This is ***** one of the advocates here at Arlo.
  
  Thank you for bringing your experience to our attention as it will help us review and re-calibrate the security and privacy of our customers to avoid scams phishing and fraudulent activities. I would like to reiterate that Arlo is not affiliated with that company. Arlo Technologies, **** does not charge our customers for support or even for software upgrade.
  
  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. In order to provide you access to your Arlo account once more, I would like to assist you and handle your request to your subscription inquiries.
  
  I have created case number ******** as your Arlo case reference. I will be contacting you tomorrow to address your concern.
  
  Thank you and have a great day! 
  
  Kind regards,
  ***************************
  Customer ************************************ ****

  Customer Answer

  Date: 08/12/2024

  
  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:08/10/2024

  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.

  no way to take card out of system, no way to actually cancel, even though I did they showed me as not having an account.N way other then AI to resolve disputes.

  

  Business Response

  Date: 08/10/2024

  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 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 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 ********************************* is associated with an active account, but there is no active subscription linked to it. 
  
  To provide you with the best assistance, weve created an Arlo support case. Well send you an email referencing this case number (********) to confirm your preferred callback time. If we receive no response, we'll contact you during business hours tomorrow. 
  
  We look forward to hearing from you soon!
  
  
  Best regards,
  
  ********
  Customer ************************************ ****

• Initial Complaint

  Date:08/09/2024

  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.

  My case number at Arlo is ********. I have spent over $1,000 and countless hours working with various customer service agents and technical support in order to get my Arlo security system to work properly. Yesterday, I spent 2.5 hours with tech support (30 minutes waiting for them to call me as scheduled) to finally get 3 of the cameras working with the new base station that I bought for the sole purpose of recording videos locally. We didn't even get to setting up the doorbell camera. Apparently, the cameras come with an automatic free trial for Arlo Secure. When I moved from the initial free trial when I bought the cameras over a year ago to the subscription, everything stopped working and I have been trapped in a nightmare with Arlo ever since. Now I'm being told that there's no way for them to cancel the free subscription and that my videos will record to the cloud (where there is no privacy as discovered during a technical support call where I realized they could see the images on my cameras) until the free trial ends. I cannot understand how there could be no way to cancel this free trial. I have no patience left for this company. I want a confirmation that the free trial has been canceled or I want a full refund and I will return all items to Arlo. Those are the only acceptable options and since I've spent an exorbitant amount of time on this, I will need confirmation by the end of the day today, August 9, 2024, that the free trial has been canceled. I expect to be contacted by the corporate office and will not accept any other calls.

  

  Business Response

  Date: 08/20/2024

  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 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 issues were not resolved though you have reported them to us. Rest assured that we will do our best to assist you.
  
  Please expect to receive a follow-up contact from the assigned CCA on your existing case: 44157878 within the day.
  
  
  Thank you and have a great day!
  
  Regards,
  
  *********
  Customer Care Advocate
  ******************, ****

  Customer Answer

  Date: 08/22/2024

   In my complaint, I requested to receive a response from the corporate office and not a customer care advocate. Nonetheless, I was contacted by *****, a customer care advocate. I told her on the initial call that I was no longer interested in spending more time and money to resolve what have been neverending issues with the security system. I said that if Arlo agrees to provide a full refund, I would accept this communication through my contact with her, however, if a refund was denied or a partial refund accepted, I would need to hear this from the corporate office.

  I have received calls from numerous customer care advocates. I have reiterated this stance to each one. I have now received a case update saying that no refund will be provided. I received this from *****, a customer care advocate.

  I will reach out directly to the CEO since my requests have been ignored and dismissed. This experience with Arlo has been appalling. There is no regard for my time, money or frustration.

  I'm deeply disappointed in your lack of customer care.

   

  *******

  

  Business Response

  Date: 08/23/2024

  Hi *******,

  Good day!

  My name is Yel, an Escalations Team Manager at Arlo. I personally apologize for the inconvenience of the unusual service you have experienced. We also thank you for bringing your experience to our attention as it 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 used to improve the overall customer satisfaction.

  As discussed on our call earlier, we have decided to proceed with your refund request to make it up for all the inconvenience you have experienced. With this, I will create a prepaid label for us to cover the shipping cost for you to return the cameras under two order numbers: 10388262 & 10938963. Upon receipt of the products, that will be the time that the refund will be processed back to the original mode of payment within ***** business days. As for the order #: 10388262, as we have agreed on our call, we'll process the refund via electronic check since we are unable to confirm if the original mode of payment is still active. 

  Thank you for choosing Arlo Technologies Inc.
  
  Sincerely,
  
  **************
  Escalations Team Manager
  Arlo Technologies Inc.

  Customer Answer

  Date: 08/24/2024

  
  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:08/07/2024

  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 bought 4 Arlo camera's a few years back (2021 ??) because Arlo didn't require a subscription nor did I have to hard wire anything. I purchased a memory stick for the camera's to record on. I did not use their cloud. I have never used any of their services because I didn't want to pay any fees, On July 20th 2024, they shut my camera's off and told me they can turn them back on if I pay a monthly ****** fee (they call it a subscription). I feel like this is a bait and switch. I purchased their equipment only, I paid for the equipment, now they tell me I can't use my own equipment unless I pay them a monthly ******. This feels very illegal, since I had paid for all of the equipment and now they want a fee. Fee for what, I wasn't using any of their services????

  

  Business Response

  Date: 08/08/2024

  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. Please be informed that you can use the local storage for you to get recordings without having a paid subscription.
  
  Please be advised that I will be contacting you today,between the hours of 9 AM to 11 AM CST. 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 ************************************ ****

  Customer Answer

  Date: 08/08/2024

  
  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.  Arlo Contact me right away the next morning.   I was told I was not talking to someone within Arlo, and they said it was a scammer.    Anyrate, I have my camera's working again, so I consider this resolved.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************