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:07/30/2024

  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.

  Arlo has been cancelled since 5/28/2024, case number ******* and they are still billing my credit card Hello *********************,Thank you for contacting Arlo Support. We have created a new case #******** to track the progress of your request.Your Arlo Case Details Case Number: ******** Subject: I need bill from 05/23/2024 for $91.46....I have cancelled all plans Created Date: 5/28/2024 Description: I need bill from 05/23/2024 for $91.46....I have cancelled all plans Please refer to your case number in any correspondence with Arlo Support. PLEASE DO NOT REPLY TO THIS AUTOMATED EMAIL. Thanks,Arlo Support

  

  Business Response

  Date: 07/30/2024

  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. 
  
  ******, 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.
  
  I will gladly assist you with your cancellation and refund. I created a support case number ******** under my name to track your case; please respond to my email so that we can discuss the subscription you cancelled with us.
  
  Thank you for choosing Arlo Technologies Inc.
  
  Sincerely,
  
  **** ****************
  Customer Care Advocate
  **********************.

  Customer Answer

  Date: 07/31/2024

  The problem is that we cancelled to service and you are still billing the credit card for the last two months as stated in prior complaint. I need the money refunded back to my credit card and the billing to stop. This has been going on for over two months and I do not have a account to chat with them do to not having a account. The response is unacceptable.

   

   

  

  Business Response

  Date: 07/31/2024

  Hi ******,
  
  I spoke with you yesterday, and we are currently working on your case.
  
  Thank you.
  
  Regards,
  
  **** ****************
  Customer Care Advocate
  ******************, Inc.
  

  Customer Answer

  Date: 08/06/2024

  
  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:07/29/2024

  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 logged into my account with ********************** and selected the $7.99 per month subscription, but when I login to my account on the app and/or on their website, it didn't show that I subscribed, however, the $7.99 was deducted from my account. I tried it again for a second time, and my account still shows that I have not subscribed but the $7.99 was taken out of my account for a second time. This morning from my desktop I tried subscribing again, and it still shows that I have not subscribed and the $7.99 was taken from my account for a 3rd time. I reached out to their support from the website and was told that since I am not subscribed, I don't get to talk to a live representative. I am only trying to subscribe to their 1 camera monitoring service and get a refund for the two erroneous charges, or a full refund of all three charges and to close my account.

  

  Business Response

  Date: 07/30/2024

  Hello Valencia,
  
  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, it appears that it was suspended because of non-payment for your previous plan. If you attempted to subscribe while your account was suspended, the payment would not be processed. Instead, the charge will be returned to your account, depending on your banks processing time. 

  I have created case number ******** as your Arlo case reference. I will be contacting you within the day to assist you.
  
  Thank you and have a great day!
  
  Regards,
  
  ***************
  Customer Care Advocate
  ******************, Inc.
  

  
  

  Customer Answer

  Date: 07/30/2024

  
  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 have already spoken with Arlo and my account has now been fixed.  I appreciate their prompt resolution and friendly customer service.  I will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:07/28/2024

  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 bought brand new Arlo cameras from ****** in September of 2023 Since then we have had 2 cameras and solar panels completely stop working. We have called them numerous times and they have sent warranty replacements, and within weeks those cameras quit working. We called them again and they tell us they will call back in 72 hours. Meanwhile we cant use our cameras. The product is garbage and they are telling us if we want a refund we have to take it up with ******, however, ****** wont let us return them because they have a 90 day return policy. The warranty on the cameras is about to expire and we will then be stuck with $300 worth of garbage cameras. They clearly dont stand behind their products. They should offer a refund and we will return all the equipment to them.

  

  Business Response

  Date: 07/28/2024

  Hello ********,  
  
  Good day! 
  
  This is Jocelle from Arlo *************. 
  
  I would like 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 ensure that your next transaction with us is handled most efficiently. We appreciate hearing from customers like you because your feedback helps us monitor and maintain the quality of our products and services. 

  ********, please let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product and service in the industry. I would like to get in contact with you to make the best attempt to regain your confidence in our company and provide a solution to your problem as soon as possible.

  I've created case number ******** for your Arlo case reference. I will be contacting you within the day to address your concern. We can talk about the issue with the cameras you bought at ****** in September 2023, so the warranty on these cameras will be in use.
  
  Thank you and have a great day! 
  
  Kind regards,
  ***************************
  ************* Advocate
  ******************, Inc.

• Initial Complaint

  Date:07/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A little over a year ago (May 2023), all of our Arlo cameras stopped working. I contacted support several times, but they were unable to correct the issue. I also tried several times to cancel the account, but it was futile. It wanted to send a code to a phone we no longer had, and there was no way to work around it. After seeing that we were still being charged for services we could not receive, I attempted to contact support. After several attempts, I assumed that I got an agent to cancel the account because I couldn't do so, and now I can't chat with an agent from Arlo because we no longer have a plan! But of course, he could not help with refunds. Arlo continues to charge us monthly for no services rendered. This month, at the end of July 2024 I stopped the auto pay. I would like refund all those months that we paid from when we first started contacting customer service till July of 2024.

  

  Business Response

  Date: 07/28/2024

  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 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 about 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 Care Advocate
  ******************, Inc.

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my Arlo account 5 months ago, only to still be billed. They have no customer service to speak to as it just tells me I don't have a plan and kicks me out of their AI chatbot. I want my money back, and I want them to cancel any billing going forward to my bank account.

  

  Business Response

  Date: 07/27/2024

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

• Initial Complaint

  Date:07/25/2024

  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 filed a complaint earlier this year about my Arlo Doorbell not working, and Arlo refusing to fix the situation until I filed a complaint. WELL now I had 2 Arlo Essential Spotlight 1st generation cameras go out randomly on Sunday the 21st. They both factory reset by themselves. I reconnected them only for them to factory reset within seconds. I contacted Arlo who said This is happening to a lot of customers recently and they would email me shortly 24 hours later I reached out and asked for an update. I was met with the same thing we escalated it, we will call or email shortly another 24 hours later I reached out again. During this time an ADDITIONAL camera self factory reset. Now Im down THREE security cameras. Again Arlo says we cant do anything until the next level team says something I had one agent reach out to the next level team and said Theyre unavailable theyll reach out in 24 hours. Well now a FOURTH camera is malfunctioning!!!!! This one is the essential spotlight 2nd generation. This one stops catching motion unless Im on live feed. I got the other 3 cameras to connect to the app but 2 out of the 3 arent recording or catching any motion either unless Im on live feed. But Arlo was sure to email me right away and tell me they see Ive got them connected and theyll close the case in 7 days if I dont reply. I still havent heard back from Arlo. And now these cameras that are SUPPOSED to be protecting a BUSINESS with thousands of dollars of materials and equipment are not doing what theyre suppose to be doing Im so tired of Arlo and there excuses. Mind you theyve disconnected from chatting with me MULTIPLE times. Or stopped replying overall. Hopefully this will put things into motion. I regret buying Arlo!!! Id prefer they refund for all the cameras and Ill take me business else where. 1 of the 4 cameras said it was Too Hot and to let it cool down but it had been inside since Sunday. They wanted me to charge it for 24 hours?????

  

  Business Response

  Date: 07/27/2024

  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 9AM to 6PM 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 ************************************ ****

• Initial Complaint

  Date:07/24/2024

  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.

  Purchased cameras from best buy that are Arlo products. They are defective and do not work. Solar pannels and cameras cost me over $600 and now are useless. Contacted customer service and was told oh well and that basically the cameras are only good or warenteed for 30 days. So the cameras are only good for 30 days. I want a full refund and I will send them back the defective products.

  

  Business Response

  Date: 07/25/2024

  Hi Andrew
  
  
  Good day!
  My name is Roselle, a Customer Advocate at Arlo. 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 I will be contacting you 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,
  
  Roselle Villalobos
  Customer Care Advocate
  Arlo Technologies, Inc.

  Customer Answer

  Date: 07/29/2024

  Hi,

  Arlo customer service is playing games. They agreed to send 2 new replacement solar panels and 2 new cameras to replace the defective products i purchased. So far I have not received anything from them. My response is below:

  i sent the screenshot of the two solar panels and the two cameras that are defective. please send the new solar panels (quantity 2) and cameras (quantity 2). the longer i am without cameras for my business, the more risk there is. If you are not able to fulfill your promise, then please send a check to the mailing address for the full refund. 

  

  Business Response

  Date: 07/29/2024

  Hi Andrew,
  
  Good day!
  
  This is Roselle from Arlo Customer Care Team, and I am writing to you today in reference to your case number 43763322. I can’t reach you on your phone.
  
  Please be advised that there’ s no issue with replacing your camera. We just need to have the photos of the solar panels showing the serial numbers so we can proceed with replacing it as well. Please also be advised as confirmed in our initial conversation that refund is not possible since it is already beyond the 30 days return policy. We appreciate your understanding and cooperation regarding this matter. Please note that replacements for the cameras have been completed. Please refer to the details below.
  
  
  SN AA293670D9925
  RMA 7277180 Main Unit
  
  
  SN AA29367SD8C8D
  RMA 7277182 Main Unit
  
  Thank you for choosing Arlo and have a wonderful day! Take care!
  
  Regards,
  
  Roselle Villalobos
  Customer Care Advocate
  Arlo Technologies, Inc.

  Customer Answer

  Date: 07/30/2024

  I have sent the screenshots of the cameras and the solar panels at the same time to Arlo. They have not sent the cameras or solar pannels. Please send the solar panels and cameras. 

• Initial Complaint

  Date:07/23/2024

  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've spent over $1,500 on Arlo security camera equipment over the years, and the one time someone trespasses on my property, damages my property, and does so in full view of one of my cameras: the system stopped working completely. The main issue is that the system stopped working and then didn't work for the rest of the time my family was out of town on a trip.I contacted Arlo, and they do not have a method for their system to re-engage into active service remotely. This is insane. What good is a security system if the only way to make it work again (if it stops working) is to do so from inside the house...? How is that helpful? To exacerbate the issue, I'm paying an annual fee for the recordings. I contacted Arlo about this, and the representative '***** E' who works directly for Arlo confirmed that the system cannot reboot itself, and told me "There was an internet dip" (which is false, as I have symmetrical 1Gb internet which I monitor via a Mesh system which reported ZERO drops in connectivity across that entire week), and finally told me I could get a refund for my equipment and my annual fee.When I asked for the transcript or the recording of that call, I was told there was none... even though there was a recorded message at the beginning of the call telling me the call may be recorded. This is convenient because now that I sent receipts in for a refund, I'm being told that they are out of Warranty, so I cannot be refunded. AT NO POINT did ***** E mention there was a stipulation to the refund of this equipment. He simply told me if I could provide receipts I would be refunded. Now he is not holding up to his end of the deal and is telling me I CANNOT be refunded.I am seeking reimbursement for approximately $700 of camera equipment purchases and the annual fee of $149 for the unlimited camera Arlo Secure plan I've been paying for years.

  

  Business Response

  Date: 07/25/2024

  Hi Evan,

  Good day!
  
  My name is Kristel, a Customer Advocate at Arlo. 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 relevant team so they can make improvements and provide a satisfactory user experience.
  
  Please allow us to work with you on this issue. I will be contacting you today, between the hours for 10 AM to 5 PM EST to discuss this further. 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,
  
  Kristel Ann Fajut
  Customer Care Advocate
  Arlo Technologies, Inc.

  Customer Answer

  Date: 07/25/2024

  I'm happy to chat with you, but I've been chatting with Quinn E for weeks, and no resolution has been provided besides, " what we can do if one of the units is not working, we can process a replacement and can provide you with a 12-month free subscription." Except, I don't want to ever use Arlo again, and I already purchased a wired system that will always be recording. You need to understand this is a $50,000 'oopsies' as I don't have footage of my neighbor coming onto my property, cutting down my tree, damaging my home AND my fence, and doing so by trespassing. This is the ONLY time I've ever needed your system to work, and it just stopped for no good reason, and then never reset itself.

  I will not mark this BBB complaint as resolved until it is actually resolved, however, I will very bluntly tell you the only way this issue gets resolved for me, is if I'm refunded for all my Arlo equipment as I was told I would be. My other Arlo support case is under 44135596.

  

  Business Response

  Date: 07/26/2024

  Hi Evan, 

  I appreciate the response. Once again, my apologies for the inconvenience caused. 

  A product refund request was made under your case based on the case history, but it was turned down for a number of reasons related to our limited hardware warranty and terms of sale. See https://www.arlo.com/en-us/terms-of-sale.html and https://www.arlo.com/en-ca/product-warranty.html for further information. 

  Arlo's return policy allows for products purchased from Arlo.com to be returned during the first thirty (30) days from the date of shipment. We will refund the full purchase price, but shipping costs are non-refundable.

  Returning your product
  • Please ensure you have purchased the product from Arlo.com.
  • You initiate the return process within 30 days from the original shipment date.
  • The product is returned in the original Arlo packaging, with all accessories included and the serial number of the product you are returning matches the serial number of the product your purchased.
  • You are using the shipping label provided by Arlo.

  Moreover, the length of the Arlo limited hardware warranty is generally one-year from the date of purchase but may vary depending upon the Arlo product purchased.

  Per review, none of your assets qualify for a refund or replacement. However, I'd like to acknowledge the information that your shared through this complaint. We will review your phone interaction with Quinn to validate the promise of providing a refund so long as the receipt were provided. Please expect an update from me within 1-2 business days. Additionally, I'm taking over your case, and we'll communicate moving forward using the new case number, 44179201. 

  Thank you and have a great day. 

  Sincerely,

  
  Kristel Ann Fajut
  Customer Care Advocate
  Arlo Technologies, Inc.

  Customer Answer

  Date: 07/28/2024

  Thank you. I will await the response, and will close this complaint once resolved-

• Initial Complaint

  Date:07/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had subscribed to Arlo technologies auto pay through my credit card. I discontinue using them well over a year ago and they keep billing me. It took me a long time to cancel it. I finally got to cancel online. Its still billing me. My credit card company has records of this, I complain to them many times they said they cant do anything. They told me if I canceled my credit card is still gonna bill me and then try to give bad credit.

  

  Business Response

  Date: 07/21/2024

  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. 
  
  *****, 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.
  
  I will be happy to assist you in canceling the subscription in your account; please provide the correct email associated with your Arlo account, as I am unable to locate your subscription plan using **********************.
  

  I opened a support case in your account, please reply to the case number 44171533.
  
  Thank you for choosing Arlo Technologies Inc.
  
  Sincerely,
  
  **** ****************
  Customer Care Advocate
  **********************.
  

  
  

• Initial Complaint

  Date:07/18/2024

  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.

  I am not able to login to my wifi with the system, and i am getting charged for something i can't use. They have no contact phone number for customer support, only AI and it was of no help. I need assistance with this system. I will cancel my subscribtion if I can't directly talk to someone that can help me with it. all of my settings for the system has changed and i can;t login even to my online account. Totally not acceptable.

  

  Business Response

  Date: 07/21/2024

  Hello *****,  
  
  Good day! 
  
  This is Jocelle from Arlo Customer Care. 
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your account and devices. This issue has undoubtedly 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 & 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 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. To provide you access to your Arlo account once more, I would like to assist you and handle your request to log in and get your cameras working.
  
  I have created case number ******** as your Arlo case reference. I will be contacting you within the day to address your concern.
  
  Thank you for choosing Arlo Technologies Inc. and have a great day! 
  
  Kind regards,
  ***************************
  Customer ************************************ ****