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:07/18/2024

  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 ************************************ ****

• Initial Complaint

  Date:07/17/2024

  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 a set of three Arlo Essential Spotlight cameras on 4/17/2024 because I was looking for a simple security system that did not require a subscription and a friend recommended Arlo because he has these cameras and they work fine for him without a subscription. I was getting motion detection feeds until the "trial subscription" I I didn't even know I had expired. Now I get no feeds, just a live view that I have to watch 24/7 if I want to see what is happening at my home. If I had known I had to have a subscription for these to work, I would have never purchased them. I can't find any guidance on the Arlo page, and no phone number to call for help. So incredibly frustrating. I want my money back.

  

  Business Response

  Date: 07/18/2024

  Hi ******,
  
  Good day! My name is ** from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your Arlo Essential Spotlight cameras. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next interaction and transaction with us is handled most efficiently. We appreciate hearing from customers like you because your feedback helps us monitor and maintain the quality of our products and services.
  
  A subscription is not required for your security camera to work after the trial period. Without a subscription, you will continue to receive notifications when motion is detected and be able to view your camera's live video feed. However, a subscription is required to maintain premium features like Video Cloud Storage, Interactive Notifications, Video Object Detection, and more. Visit ****************************************************************** for a full list of features that require a paid plan.
  
  Please know that monetary reimbursement are only applicable for purchases made within 30 days directly from our webstore (arlo.com/en-us). 
  
  We would like to discuss more details with you regarding this case. A separate email will be sent asking for your preferred call back time and time zone. For reference, here's the case #: 44166506.
  
  We look forward to hearing from you soon!
  
  
  Best regards,
  
  ********
  Customer Care Advocate
  ******************, Inc. 

• Initial Complaint

  Date:07/16/2024

  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.

  After going through the bbb previously for an issue with this company, all my accounts with them were cancelled and no longer subscribed to them. Out of the blue there are starting to charge my credit card again for services I no longer have and have been cancelled for months.

  

  Business Response

  Date: 07/26/2024

  Hello ********,

  Good day!
  
  My name is *****, a Customer Advocate at **********************. I am reaching out to you to address your concern about the charges on 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 44181118.

  
  I look forward to speak with you.

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

• Initial Complaint

  Date:07/12/2024

  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.

  Charging on three cameras inop. Purchased new batteries, new chargers and new cables. Still will not charge. Tech support had me renew subscription with capacity for 6 cameras. Still no work. Tech support can't help.

  

  Business Response

  Date: 07/13/2024

  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 8AM 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 Care Advocate
  ******************, Inc.
  
  

• Initial Complaint

  Date:07/11/2024

  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 bought 3 Arlo Pro 4 cameras and a video doorbell after a friend said how much she loved her Arlo cameras. The 3 Pro 4 cameras all have to be accessed with a ladder. It said the batteries would need to be charged once every six months and I figured that was doable. Everything worked as promised during the free trial. Once the trial ended, so did my satisfaction with the product. I've worked with support and received different answers. I wasn't receiving notifications. I was told to change to Standby which didn't make sense to me, but it worked for a short period of time. Then I was told to change to Away which made sense, but that only worked for a short period of time. My batteries were needing to be charged excessively. I was sent one new battery and that lasted a week before it needed to be charged. Every time I update my issue, a different person responds, often replying to the original support issue and not the update. I asked several times for the number of someone I could speak to regarding compensation, but no one would acknowledge the question. I was told I needed to change my wifi channel, which I did. The battery still drained rapidly and my internet access changed significantly for the worse. I had asked one woman how to get my videos off the cloud - that I wanted recordings going to an SD card. She told me I would have to buy a base station. I asked if Arlo would provide me with one as compensation since I'd been paying for Arlo Secure and still couldn't get anything to work properly. She said she would get back to me, but did not. I went to buy the base station and I can't find it on your website. I'm astounded that for the cost of these cameras and Arlo Secure I get a "security" system that works occasionally. When I do get notifications, they are often after the person has already left view of the camera.

  

  Business Response

  Date: 07/13/2024

  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 ******************************************************* ****

  Customer Answer

  Date: 07/15/2024

   Hi Von,

  I'm not rejecting your response, but I don't have an opportunity to respond in writing if I accept and I don't yet want the case to be closed. Thank you for reaching out. I hope that we can find a resolution and if we're able to get the cameras working properly without having to use the cloud service, I will be happy to accept the response.

  Thank you,

  ******************************
  

  

  Business Response

  Date: 07/16/2024

  Hi *******, 
  
  Good day! 
  
  This is ***** from Arlo ************** I'm contacting you today on behalf of my colleague, ***. I am writing regarding in your case 44157878.
  
  We will keep this case open until you received the base station that you've ordered and we will call you back as discussed on 07/23 to perform further troubleshooting steps.
  
  Thank you and have a great day!
  
  Regards,
  
  **************
  Customer Care Advocate
  ******************, Inc.
  

  Customer Answer

  Date: 07/27/2024

  
  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.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:07/09/2024

  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.

  They have been charging me for a subscription to their company for security but they have never provided any subscription and will not allow me to speak to customer service because they say I am not a subscriber but they keep charging me!

  

  Business Response

  Date: 07/10/2024

  Hello **********************,

  
  Good day!

  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced related with charges to your account. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next 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:07/08/2024

  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.

  My email address changed due to change in work status. I mistyped my password and was signed out of the app. When I tried to change my password, the system kept sending a confirmation to my old email address, which I no longer can access.When I tried to speak with someone to add a new email address and/or otherwise resolve the issue, there was no option to speak with a live person. Their website just has a chat bot. When I asked the bot to speak with a live person, the bot said the live line was only for members with a "premium account." I have no idea what that is, as I pay them a lot for my account already.I researched their executives online and found a telephone number. When I called that number the suggested dialing option ("363") did not work. it suggested I dial "zero" for the operator, but the auto message said the voice mail was full.I cannot access my account or my cameras. My safety is now at risk because they are too cheap to pay live people to assist.

  

  Business Response

  Date: 07/09/2024

  Hello Gray,  
  
  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 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. 
  

  Gray, 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. In order to provide you access to your Arlo account once more, I would want to assist you and handle your request to update your email address. 

  I have created case number 44151104 as your Arlo case reference. I will be contacting you within the today to address your concern.
  
  Thank you and have a great day! 
  
  Kind regards,
  ***************************
  Customer Care Advocate
  ******************, Inc.

• Initial Complaint

  Date:07/08/2024

  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 want to file a complaint regarding Arlo my home security system. When we called them to help us with our cameras they walked us through several options and connected us to their IT department who made us feel confident in the purchase. The next morning all our cameras went offline and we called back only for that support person to say we were scammed have been defrauded money from Arlo. And when we went to Best Buy they too were shocked. And will have a national meeting surrounding the selling of products that you can become a victim of. We have a in-depth detailed letter of what happened .. names and recordings of conversations and the public needs to be aware. A police report is being filed today. We have now been getting phone calls with no one saying anything on the other end. The one guy who even defrauded us called us. Ack while I was talking to the manager of Best Buy asking us why re responded by texting him stop. We hung up immediately. We feel you need to be aware of the scams from Arlo.

  

  Business Response

  Date: 07/09/2024

  Hello Eugene,
  
  Good day!
  
  This is Jessa 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.
  
  
  
  Eugene, 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 there is an open case about Report Scam under Case#44138902 that is being worked on. I would like to apologize that your cameras were offline and help you to make your cameras working again.
  
  
  
  I have created case number 44151203as your Arlo case reference. I will be contacting you within the today to address your concern.
  
  
  
  Thank you and have a great day!
  
  
  
  Regards,
  
  
  
  Jessa D. 
  Customer Care Advocate
  Arlo Technologies, Inc.

  Customer Answer

  Date: 07/09/2024

  today Lilly called us on behalf of Arlo and once again said they were not willing to refund any money drained on their end to us. She made tried to say they would offer us 3 months free video camera surveillance which makes no sense to us because the issue is we no longer feel safe having this company monitor our property as if they can get hacked what’s to say more people will monitor our house call us and and make further attempts to rob our house and defraud us further when no security or legal actions were made from Arlos end. Why would we ever trust the company again. We requested our full amount defrauded us returned from Arlo. We also recorded this conversation today with Lilly. Once the public sees what’s happening they will stop buying this product for the fear our safety and security  is compromised. We were defrauded over $400 dollars Canadian and they wanted to offer us three months which is a value of $23.99 a month 

  https://www.arlo.com/en-ca/arlosecure.html

  so no we don’t accept based on the lack of feeling safe with our home security system and our fear of being taken advantage of again financially.  

  

  Business Response

  Date: 07/10/2024

  Hi Eugene,
  
  This is Jessa from Arlo Customer Care.
  
  I am truly thankful for taking your time to provide your review and feedback towards our customer service and experts. Arlo is regretful for the unsatisfactory experience you have encountered and the frustration it has caused you. Please know that we treat feedback and customer experience with utmost importance, because we believe that customers are the backbone of a business. On this case, as much as we want to process a refund on the account , we wont be able to do so. The payment of $400 was not collected by Arlo. We would like to connect with you and provide an acceptable resolution over the phone. I tried contacting you yesterday but was routed to voicemail. If you want to be contacted with your best available time, kindly reply to the email that I will be sending. 
  
  
  I have created case number 44151203 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,
  Jessa D.
  Customer Care Advocate
  Arlo Technologies, Inc.
  
  
  
  

  Customer Answer

  Date: 07/16/2024

  At this time we did request contact for today as per email to Jessa for today between 10:30-1:30pm as she has now realized and will contact us. However we feel that this is more then an issueof fraud. This is a security breach and Arlo is not taking any responsibility. Arlo representatives including Lili offered us Arlo services to make up for the fraudulent scam that took place. We have proof of using the same contact number and this is rhe concern that we will refuse accepting any services or products at this time as the breach must be acknowledged and rectified as others are also being affected and scammed. This is beyond the $411.00. This company is to  keep our houses safe. But how can we feel safe when your company allows a breach within its company and nothing has been done. All we get is surveys. We should with all the facts be compensated the $411.00 as this wasnt our fault. The breach of security is on your end. And the public and Arlo customers need to be aware and notify their customers  like every other company would inform to protect its customers to protect them so they dont also get scammed. This is the Arlo customer support number we always used back from 2017. It has not changed as of even today. 1-833-290-9488

  https://www.arlo.com/en-ca/support/contact

  Thank you for taking the time to look into this issue.

  Eugene Chishow

• Initial Complaint

  Date:07/05/2024

  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.

  I have been being charged for ARLO subscription services for cameras that I have not used and cannot access my account. I have called, chatted with customer service- I cannot cancel the subscription within the account as it does not reflect any subscription yet every month they continue to charge me $12.99 for services I cannot access, cancel or use.

  

  Business Response

  Date: 07/06/2024

  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.

  According to our records, it shows that we have assisted you with your concern about canceling the subscription.

  Please be advised that I will be contacting you today, 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.
  
  
  Regards,
  
  **************
  Customer Care Advocate
  ******************, Inc.
  

  
  

• Initial Complaint

  Date:07/02/2024

  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.

  The purchased camera from the company was replaced due battery not charging now the replacement will not work anymore have a total of 3 cameras from this company this only one problem camera. I have been corresponding with the rep online but can't speak to them on the phone, basically tried every step to make it, and finally, they told me to purchase a higher voltage adapter to make work, therefore spent additional funds for the camera still do not work. All I want is a camera that works.

  

  Business Response

  Date: 07/10/2024

  Hi *******,
  
  Good day!
  
  I would like to convey our sincere apologies for the inconvenience you have experienced. 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. 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.
  
  I tried calling you at ********** but the call was directed to your voicemail.
  Hoping to have an opportunity to assist you further with your replacement request. Also, kindly provide the serial number of the affected unit.
  
  The case number for the BBB Complaint is 44153237.
  
  Thank you for choosing Arlo Technologies Inc.
  
  Sincerely,
  ***********************
  Customer Care Advocate
  **********************.