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:08/07/2024

  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.

  Several months ago I filed a complaint about the Arlo company in regards to the purchasing of a new security camera and solar panel. The camera and panel had some sort of malfunction that arlo was aware of after only owing it a month. I was unable to reach anyone from Arlo support that was willing to resolve the issue. This went on for months after contacting the BBB they reach out and replaced the camera and solar panel. This happened again and the camera only lasted 6 months before malfunctioning and now they are saying it's out of warranty and I would need to purchase a new one. This makes the 4th camera I have purchased from arlo and the fact that it's only lasted anywhere from one month to six is ridiculous. I'm still unable to get any support on what could be wrong with the camera I've been on the phone for over 3 hours on hold mostly being transferred from one department to the next and no one is answering any of the questions or trying to simply find a resolve. It's overwhelming to keep having the same issues with customer service and the malfunctioning equipment they aren't willing to help fix or find out why they continue to malfunction. I pay a additional fee for the ability to have arlo support and that's another issue I'm having. What's the point in paying for the service if your not able to use it. As well as a product that once was good and now the last several years have been horrible. I need a solution to the camera not working at all. And it only being 6 months old. There is no way they are designed to work that long only. The very first camera I bought worked for over 3 years. The fact that I was forced to upgrade to a new one per Arlo and it has been a constant problem every since is beyond concerning. attached a receipt were I was asked to buy a new battery and did. Once I received the battery and it still didn't work that when the next receipt attached was when I was forced to upgrade cameras which has been the defective product from day one

  

  Business Response

  Date: 08/08/2024

  Hello *******,
  
  
  Good day!
  
  This is ***** from Arlo Customer Care.
  
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your device. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. 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 and I am the one working on it as well. I would like to apologize with the issue you are experiencing on the devices.
  
  
  
  We are already working on it on this case 44201338. I will be contacting you within the day to give you an update as what we have agreed yesterday.
  
  
  Thank you and have a great day!
  
  
  
  Regards,
  
  ************** 
  Customer ************************************ ****

• Initial Complaint

  Date:08/06/2024

  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.

  All of my library data is missing, and I just had a series of thefts occur and now EVERYTHING is missing. I am trying to get support, but I cannot reach anyone. I have been an account holder for years. The data from those cameras are needed for court. I need someone to get me that information and someone in tech support to please help me fix this camera system that now now not working.

  

  Business Response

  Date: 08/07/2024

  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 devices not recording. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next 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.
  
  We would like to discuss more details with you regarding this case. As requested, we will contact you within the day. For reference, here's your case number: ********. You can also contact our support using your Arlo Secure app, just go to ************** and you'll be able to reach a live technical support.
  
  As for your video retrieval request, if it's required by the authorities for an ongoing investigation, please refer to the following link: ****************************************************************************.
  
  We look forward to hearing from you soon! Thank you for choosing Arlo.
  
  
  Best regards,
  
  ********
  Customer Care Advocate
  ******************, Inc. 

  Customer Answer

  Date: 08/07/2024

  I have always had access to my library in the past.  Now when I get about 40K in stuff taken the cameras all of a sudden cannot be accessed?   Is there a way I CAN get access to this library please?  I am the customer after all.

  

  Business Response

  Date: 08/07/2024

  Hi ******,
  
  Good day! This JC again from Arlo Customer Care.
  
  We spoke earlier today regarding your video retrieval request. This is in reference to case number 44201640.
  
  During our discussion, we discovered that your devices are part of our end-of-life (EOL) products. These devices can only record for the past 7 days. If they experience any technical issues, such as going offline, the cloud recordings will be deleted.
  
  Regarding your video retrieval request, if it's required by authorities for an ongoing investigation, please refer to the following link: ****************************************************************************.
  
  Should you have further inquiries, feel free to reply on the case by clicking the "Update case" button.
  
  Thank you for choosing Arlo. Have a great day!
  

  
  Best regards,
  
  ********
  Customer Care Advocate
  ******************, Inc. 

• Initial Complaint

  Date:08/05/2024

  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.

  As of August 2024 I have been trying to cancel my subscription with this service. They do not have any human contacts and use only automated chat systems. Their standard websitehttps://www.arlo.com/en-us/ does not allow cancellation of your subscription by any reasonable apparent means. All customer support directs you into a dead end or a loop. I had to call my bank to force a stop payment with this company. They are fraudulent and non transparent. I looked online in other forums for solutions and numerous other people have the same exact issue with no actual solution. They are stealing people's money.

  

  Business Response

  Date: 08/05/2024

  Hello ****,
  
  Good day! 
  
  This is ***** one of the advocates here at Arlo.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with our Support channel. 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. 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 within the day to address your concern.
  
  Thank you and have a great day! 
  
  Kind regards,
  ***************************
  Customer ************************************ ****

• Initial Complaint

  Date:08/04/2024

  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.

  Have Arlo cameras they keep charging my credit card a monthly fee for service and then call me up constantly and want to charge me a $250 charge for updates. I told him I pay ***** a month. For their services guy gave me an attitude. I gave him one back. He hung up on me and canceled all my accounts. Worst company to deal with. I do not recommend them and youre still charging my credit card and I dont have their service.

  

  Business Response

  Date: 08/05/2024

  Hello *****,
  
  Good day!
  
  This is **** from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your device. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. 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. After reviewing your account, I found that the plan wasn't canceled before your Arlo account was closed. This is why the subscription has continued to renew.
  
  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 ************************************ ****

  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:08/03/2024

  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.

  We purchased an Arlo security system with subscription for monitoring. In May 2024 the keypad hub and all the sensors went off line and disappeared from the app. It is now August and the issue is not resolved, despite about 12 hours of calls to tech support, yet we continue to pay our monthly fee and have no security system.It is very difficult to contact a real person. Once you have that phone number don't lose it. The customer support is off shore and poorly trained. They will try and bounce you off the call about the 50 minute ***** or just hang up. Sometimes they call back. You will get several case numbers for the same issue because they will mark the issue as 'resolved' when it isn't. They will 'escalate' the call and promise a call back within ***** hours. You will not get called back. They replaced part of the hardware and that resolved some of the issue, but they refuse to replace all the hardware. I'm writing this as I am on hold again during an almost 3 hour tech support phone call. My next call is to the business office to cancel the contract.

  

  Business Response

  Date: 08/04/2024

  Hello *********************,  
  
  Good day! 
  
  This is Jocelle from Arlo Customer Care. 
  
  I want to convey to you our sincere apologies for the inconvenience you have had with your devices and the customer service experience with our support channel. 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 make sure that your next transaction with us is handled most efficiently. We appreciate hearing from customers like you because your feedback helps us monitor and maintain the quality of our products and services.  
  
  *********************, please let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product and service in the industry. I would like to get in contact with you to make the best attempt to regain your confidence in our company and provide a solution to your problem as soon as possible.
  
  I've created case number ******** for your Arlo case reference. I will be contacting you within the day to address your concern. We can talk about the issue with your sensors and will make sure to compensate you for the subscription plan that you have not used due to this ongoing issue.
  
  Thank you and have a great day! 
  
  Kind regards,
  Jocelle V.
  Customer ************************************ ****

• Initial Complaint

  Date:08/02/2024

  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.

  We cancelled our subscription and are no longer occupying the address we keep getting billed for. Despite cancelling, we keep getting billed on our credit card. The person who was in charge of their portal is no longer here and I have no way of knowing what product we had. I can't get in touch with anyone on their chat without having the product information, despite asking several times to speak to a representative. Their customer service number simply refers you to the chat and hangs up on you. The online community requires a "label." I have exhausted every means of trying to contact someone to stop these charges. If someone could contact me to resolve this issue . . .

  

  Business Response

  Date: 08/03/2024

  Hello *****,

  Good day!
  
  My name is *****, a Customer Advocate at **********************. I am reaching out to you to address your concern about your Arlo subscription. We thank you for bringing this to our attention and appreciate your feedback on the opportunities we surely want to work on.
  

  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 within ***** hours. 
  

  Your Arlo Case Number is 44194611.
  

  I look forward to speaking with you.
  

  Thank you.
  

   

  Sincerely,
  
  Elvis
  ************* Advocate
  ******************, Inc.

• Initial Complaint

  Date:08/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel my subscription but the company does not offer any way to do so. I logged into my account online and followed the steps up to the point of trying to get into my subscription which is greyed out and does not allow access. I tried chatting, but they want me to upgrade my subscription in order to access customer service. I called the phone number the business provided to my bank when billing, but it just says go online and cuts me off. There is absolutely no way to cancel and get them to stop charging my credit card.

  

  Business Response

  Date: 08/02/2024

  Hello ***** ,
  
  
  Good day!
  
  This is ***** from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your cancellation of 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 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 are still being charged for your subscription that you wanted to cancel. 
  
  I have created case number ******** as your Arlo case reference. Kindly provide your best call back number and preferred call back date & time (kindly indicate the time zone as well). Our office hour is from 6:00 AM to 6:00 PM PST. I will be contacting you within the day to address your concern. 
  
  
  Thank you and have a great day!
  
  
  Regards,
  **************
  Customer ************************************ ****

• Initial Complaint

  Date:08/02/2024

  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 recently purchased a new Arlo Camera to add to my 21 already established cameras. When adding the new camera to my account I was told I needed to upgrade the app interface for it to work. What a mistake that was. I lost access to 6 cameras that were shared with me. My wife lost access to the majority of the cameras I shared with her. There was absolutely NO advanced notice that this could happen. Two of the cameras I had already established were baby monitors that are now useless. Functionality that was needed to make these cameras and my other cameras operate as intended is gone. There is no longer a way to schedule individual cameras to turn on or off. Theyd have to be put in seperate locations in the app even thou they are not and this SCAM of a company then wants you to pay to use them like you used to be able to. I have cameras all over my property and in my home that need to turn on and off for security monitoring at different times and that is no longer possible. Again there was ZERO warning of this when the upgrade was presented. This was a total bait and switch by Arlo to get users to have to pay more for more locations just to get the functionality they always had. I have tried speaking with their tech support who cannot help or do anything other than point to online articles. This has become a joke of a company and they clearly do not care about their users. I just want to go back to the old interface and have my cameras work again. You are messing with peoples security and children now.

  

  Business Response

  Date: 08/02/2024

  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 advised you can also share access and set up a schedule using the updated version of the App. I will also provide further troubleshooting steps to address the issue with the devices.
  
  
  Please Also be advised that I will be contacting you tomorrow/today, between the hours of 10 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 ************************************ ****

  Customer Answer

  Date: 08/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The business completed the app downgrade and I consider this complaint resolved.
  
  Regards,
  
  *****************************************
  
   
  

• Initial Complaint

  Date:08/02/2024

  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.

  Arlo Case# ******** There is no way by phone or desktop to cancel subscritpion. The phone app does not provide any options to cancel monthly subscritpion or delete account very odd. Neither does the desktop website there is no web page or anywhere written on the account to cancel subscription or delete account. Also, I chatted with the bot and a rep and did not receive any useful assistance I requested cancellation over 50 times on the chat with no help I did copy and past the chat into a word document and have the readily available. The instructions provided by either the bot or rep was again useless as there is no way to unsubscribe from this company. I even took the time to go and read their crazy terms and conditions which state: 11.2 Automatic Renewal of Subscription and Cancellation of Subscription. Your subscription will continue and automatically renew until cancelled. You must cancel prior to the subscription fee being charged to the payment method provided. Cancellation will take effect on the day following the end of your current subscription period. If you purchased the paid subscription through a third party, you should cancel it directly through the third party whenever possible. Cancellation Policy. Your subscription will automatically renew until you cancel. You may cancel your subscription by clicking on the cancel subscription link in your Arlo account settings at my.arlo.com or contacting the ************** at *****************************************************************. Again there is no cancel link in the Arlo account settings. Also the link provided in the terms when you click on it says Page not found.Also, need a refund their cameras are do not operate and disconnect from wifi repeadetley. **** be returning back to ****** for a full return therefore need refund of the recent subscription I just paid for this past month.

  

  Business Response

  Date: 08/02/2024

  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 about the refund and plan cancelation
  
  
  
  I have created case number 44193132 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 ******
  Customer Care Advocate
  Arlo Technologies, ****

• Initial Complaint

  Date:07/30/2024

  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 Arlo security camera continually goes off. Ive tried turning sensitivity all the way down and it still gives me notifications every few seconds and theres nothing there. *** tried moving the camera and the same thing happens. This company has no customer service. I purchased their product and they refuse to let me even speak to someone about trying to troubleshoot or figure out what I can do to resolve the issue. Ive gone on chat and it says you are not entitled to customer support due to no being a subscriber but I dont need a subscription. I would just like a replacement camera or someone to help assist me with getting mine sent in for a repair. I was very happy with the previous two security cameras and this one has been nothing but trouble.

  

  Business Response

  Date: 07/31/2024

  Hi ********,
  
  Good day!
  
  I was trying calling you at ********** but the call was connected to a voicemail.
  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.
  
  Unfortunately, no account was found associated with your email address. For better assistance, I recommend sharing the email address link to your active Arlo account and the best time to call you.
  
  The case number for the BBB Complaint is 44190426.

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