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

  
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  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:12/07/2023

  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.

  Hello,Before Dec 2022, I was happy enough with the 3 Arlo Ultra cameras I purchased. That all ended Dec 2022, when Arlo came out with a security system that amongst many features the one I cared about the most is the video verification. An emergency agent will be able to look through the cameras youve authorized to be looked at, to assess the situation, minimize false alarms and the need to send the police and fire department there for no reason. That was the main deciding factor, so I made the purchase of the necessary equipment and subscription. My alarm has been triggered many times do to their horrible geofencing (another issue) not knowing Im home and triggering the alarm when I open the door. When the alarm goes off this is whats supposed to happen: emergency agent calls to see if I need help and can look through the cameras (Ive already authorized) to assess the situation. Whats been happening EVERY SINGLE TIME and even though I have allll the right settings and cameras authorized: agent calls me to ask if I need help, I say Im not home look through the cameras YOU tell ME. The responses Ive gotten vary from: no thats against the law that cant be done, to thats not a function. Basically, ** having to convince them that it is indeed a service thats supposed to be provided, that Im paying for and displayed all over the Arlo website, when you subscribe, and even in the app!!!! So, for months and months and months Ive had to repeat what I just said above to MULTIPLE customer service agent and supervisors. Ive sent them screenshot of all the right settings turned on, and screenshots of anything that speaks to something they should be providing. They also tell me thats not possible! To make it even worse, they tell me its not possible, while also sending me instructions on how to turn on that function and authorize the cameras for video verification!!!!!!!!! Im constantly having to convince Arlo of something they sell!!!!!! I have no peace of mind. One time my alarm went off while at work (I cant have cell phones at work, I have my number forwarded to my desk) the emergency agent asks me if I need help, theres a smoke alarm trigger. I say I dont know YOU tell ME!! Im at work I cant see whats going onlook through the cameras like you are supposed to. She said no thats not possible, thats illegal etc. That its up TO ME to see whats going on through the cameras. So, Im paying Arlo FOR ME TO DO MY OWN VIDEO VERIFICATION!!!!!! I had to sprint out of work to drive 20 min home to make sure it was a false alarm and make sure my dog is ok. I tried to look at the cameras once I got to my cell, but as always, the cameras are either offline or I just cant view anything. So I had to sprint home. The fire department was there, but it was a false alarm. Im paying for ME TO GO THROUGH ALL THAT!!! Today after many cases closed for no reason, I finally got a LEVEL 3 solution to my problem emailed to me. Guess what the solution was, the steps to turn on the authorization for each camera!!!! THAT IVE ALWAYS HAD ON, AND *** SENT SCREENSHOTS OF THEM BEING ON! JUST. CONSTANT. CIRCLES. I want to know why Im being gaslit?!! And why am I paying for something you are not providing. Im unfortunately 16 Arlo devices deep and cant just throw away this investment. I so badly wish I could just call it a loss, but Im not made of money!!!! Another thing is I bought all this equipment knowing email notifications are a provided service and function. Suddenly, mid Nov, Arlo stopped email notifications. I cant have electronics at work, so I rely on email notifications to know whats happening at home and was a deciding factor. The way Arlo went about doing this, angering so many people should be a crime! They are a big company, if I can get bombarded with email notifications or Arlo products, and ironically HUNDREDS of emails all about the Arlo community forum threads of people complaining about this issue, you can keep a feature that was part of a choice when deciding to buy your product. They let people know by posting something about it in a document in their website. Do you think I spend everyday on that website? Why do I need to search for changes, instead of YOU telling me of changes coming. But even then..I purchased everything knowing email notifications were an option!!!!!It's also been a year since I posted in the Arlo forum about the geofencing not working properly, and its been a year that its not fixed. This is a link to the post I made in Arlo forum about this with screenshot, and my anger at whats been happening. ***********************************************************************************************************************************************************

  

  Business Response

  Date: 12/08/2023

  Hello ********,
  
  Good day!
  
  This is Mhikko from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your Arlo service. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. Arlo Technologies Inc. appreciates hearing from customers like you because we need feedback from our customers to help us monitor and maintain the quality of our products & services.
  
  ********, please let me assure you that we continue to be committed in providing you and all of our customers with the highest standards of product & service in the industry. I reviewed the case related to your concern. I would like to apologize that your issues were not resolved though you have reported them to us. Rest assured that we will do our best to assist you. As per checking, our colleague ******** is already working on your concern under the case: 43807002 and coordinating it with our Level 3 support. Please keep your lines open for the updates on the case.
  
  
  Thank you and have a great day!
  
  Regards,
  
  *********
  Customer ************************************ ****

  Customer Answer

  Date: 12/08/2023

  I've heard this dozens of time for a year, on top off paying for something that you guys have not provided, you guys took away a capability that factored in as a decision to buy Arlo devices and subscription. Email notifications was a capability when I bought the cameras and subscription, and critical to my purchasing decision. You guys now took that away, amongst the long list of problems I listed and people keep complaining about in the forums. I want money back for the services I never got and money back for every arlo purchase I made, since they are of no use to me without the email notifications. I have zero piece of mind! You guys are liars, and thieves. 

  

  Business Response

  Date: 12/09/2023

  Hi ********,
  
  I understand your situation on this concern. Kindly reply to the email sent by CCA ******** under the case: 43807002. I will also notify her to give you an update about the status of your request.
  
  Thank you for your patience on this case.
  
  Regards,
  
  
  *********
  Customer Care Advocate
  **********************.
  
  

  Customer Answer

  Date: 12/12/2023

  I will not be accepting any "response" you make here, since it's only to inform me that you will be in touch. Like the dozens and dozens of other times. ********* message to me needs no response either, since it was just saying that she will reach back soon. JUST CONSTANT CIRCLES! THE WORST COMPANY I'VE EVER HAD TO DEAL WITH! 

• Initial Complaint

  Date:12/04/2023

  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 ordered a monthly subscription for security cameras. They dont work correctly so I would like to cancel my subscription. Not return anything. Just cancel my subscription.

  

  Business Response

  Date: 12/05/2023

  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 understand that you would like to cancel your subscription. As I checked your account, you are not subscribed to a plan. 
  
  I have created case number ******** as your Arlo case reference. I will be contacting you within the day to address your concern.
  
  Thank you and have a great day!
  
  Regards,
  
  ***************
  Customer Care Advocate
  ******************, Inc.
  
  

• Initial Complaint

  Date:12/01/2023

  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.

  ARLO sends you in circles every time you try to get support. They do NOT provide a phone number you can call to reach them at. The techs in the chat support tell you that you MUST either chat or call THROUGH the app, the very same app that is not working properly. They have you restart your device and/or uninstall/reinstall the app, each time disconnected the chat where you have to start back at step 1 with a new tech. They provide you with a case #, this will do no good because the chat bot assumes this is an order number for tracking....so you still have to re-explain the issues over and over and over. In the end, the security cameras and app were WORSE than they were before, with the techs still parroting the same "take out the battery, sync the camera, disconnect/reconnect the device" (You know...the same thing you've already done 10x+ and it didn't work). When they ask you to switch devices you get a new tech who won't transfer you to the prior one, and won't escalate the issue. Every person I talk to makes me rehash the same things over and over. I asked for a refund, it took over an hour to even get someone on the phone, and they transferred me to someone who said they can't return because it's past the 30 day return window.

  

  Business Response

  Date: 12/02/2023

  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 hope to regain your trust and confidence of continuing your business with us.
  Please be advised that I will be contacting you today- 12/02/2023, between the hours of 2PM to 5PM EST. If you wish to be contacted on a specific time, let me know and I will be happy to assist.
  
  I look forward to your response. Your Arlo case # is 43810448.
  Thank you for doing business with us.
  
  Sincerely,
  
  *****************************
  Customer ************************************ ****

• Initial Complaint

  Date:11/30/2023

  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.

  Canceled subscription July 3, 23. Have continued to be charged every month since. Unless you have a subscription plan you cant talk to anyone. Was told on phone when canceling to file disputes with credit card company. Arlo has then claimed every month that I still have the subscription despite not having one. This is openly fraudulent at this point and next actions will be a civil suite and criminal charges being filed.

  

  Business Response

  Date: 12/01/2023

  Hi *****,
  
  Good day! This is JC from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your subscription. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next interaction and transaction with us is handled most efficiently. We appreciate hearing from customers like you because your feedback helps us monitor and maintain the quality of our products and services.
  
  Our records indicate that you called last July, requesting to cancel your plan. Based on the interaction we found, you couldn't cancel your plan as you no longer have access to your account.
  
  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 #: 43809498. 
  
  We look forward to hearing from you soon!
  
  
  Best regards,
  
  ********
  Customer Care Advocate
  Support site - **********************************************
  Community site - ********************************************

• Initial Complaint

  Date:11/29/2023

  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 have 6 Arlo cameras, 2 located in **** and jail room, the cameras are positioned in similar locations but one keeps going off and never returns until I unplug it and plug it in again. I reported it but Arlo is not willing to replace the camera 1 camera that I giving me issues and claims it is due to my internet connection. Even the cameras outside are far away from the router than those in the bedroom and they all work perfectly but that one camera.All I need is a a replacement camera.

  

  Business Response

  Date: 11/30/2023

  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, 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:11/28/2023

  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.

  We sold our home and moved into an apartment with no need for security cameras. We called to cancel arlo service in September, and just came to realize after checking our credit card statements that they have been billing us for the subscription for September, October, November and December despite our orders to stop the subscription. They have refused to refund the money and the customer service department was not helpful or willing to work with us to get our money back. He was only willing to walk me through, step by step, canceling my subscription online to ensure that it was done correctly. This should be something we can accomplish without having to call in the first place, and it would have been done right the first time without having to rely on a customer service rep who we incorrectly assumed got it right. I want my money back!!!

  

  Business Response

  Date: 11/29/2023

  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. We appreciate hearing from customers like you because your feedback helps us monitor and maintain the quality of our products & services. 
   
  I will be calling back today to get more information regarding your concern. 
  
  I will also be creating a case number to be sent to your email for your reference. Please let me know if you need further assistance. 
   
  Thank you and have a great day! 
  
  Regards, 
  
  *********************;
  Customer Care Advocate 
  ******************, Inc. 

  
  

  Customer Answer

  Date: 12/08/2023

  This is NOT resolved.  Arlo asked for a good time to call **, and they have not reached out. They only call when we are not available. This case should be kept open.  Please let me know that you received this message. 

  

  Business Response

  Date: 12/08/2023

  Hi ****,
  

  Good day! 

  This is **** again from Arlo ************* Team, and I am writing to you today in reference to your Case no. ********. Thank you for your time over the phone today.

  As we have discussed, I have initiated a refund 3 charges of 17.99 the months when devices were not used. These reversals should reflect in 3-5 business days. 

  Happy to know that your issue is now resolved. 
  
  Should you require assistance in the future, you may visit ***************************************************************** for the available support options. You may also get support by navigating to Settings > Support from your My Arlo application. 
  
  Thank you.
  
  ***********************
  ************* Advocate
  **********************, Inc.

• Initial Complaint

  Date:11/22/2023

  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 an Arlo system consisting 4 cameras and a central hub. 3 of the 4 cameras do not work and I cannot get any customer support or help from the company. This company sells defective and poorly built cameras and they have no way to contact them.

  

  Business Response

  Date: 11/23/2023

  Hello ******,
  
  Good day!
  
  This is Mhikko from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your devices. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. Arlo Technologies Inc. appreciates hearing from customers like you because we need feedback from our customers to help us monitor and maintain the quality of our products & services.
  
  ******, please let me assure you that we continue to be committed in providing you and all of our customers with the highest standards of product & service in the industry. I reviewed the case related to your concern. I would like to apologize that your issues were not resolved. Rest assured that we will do our best to assist you. If you will allow, I can setup a callback and assist you further by performing necessary troubleshooting steps regarding the 3 cameras that are not working.
  
  
  Thank you and have a great day!
  
  Regards,
  
  Mhikko G.
  Customer ************************************ ****

• Initial Complaint

  Date:11/16/2023

  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.

  Stopped getting email notifications of movement starting this morning November 16. I still receive push notifications on the phone and can view the videos on my phone ....just not getting ANY emails .Please fix. Reached out to ***************. Help was worthless. Wanted me to restart base station....issue is not with base station. The issue is on Arlo's end. Arlo case #********

  

  Business Response

  Date: 11/17/2023

  Dear ***,

  Good day!

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

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

  I will also be creating a case number to be sent to your email for your reference. I will be reaching out to you to further assist you with your concern/s.

  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,
  ******
  ************* Advocate
  **********************.

  Customer Answer

  Date: 11/17/2023

  While an Arlo employee left a voice message, the issue hasn't been resolved yet so it's premature for the business to treat it as resolved with BBB.

  

  Business Response

  Date: 11/20/2023

  Hi ***,
  
  Good day!
  
  It was my pleasure assisting you last Friday with your Arlo app concerns and I apologize for the inconvenience this has caused you.
  We also thank you for bringing your experience to our attention as it will help us review and calibrate our systems and processes.
  Once again, I would like to convey to you our sincere apologies for the inconvenience you have experienced with your device.

  Please let us know if you need further assistance regarding your Arlo app and devices.

  I appreciate the opportunity in helping you with your concerns! 
  
  Thank you for choosing Arlo and have a good day.
  
  Regards,
  ******
  ************* Advocate
  **********************, Inc.

  Customer Answer

  Date: 11/20/2023

  While the Arlo BBB rep who handled this complaint was very nice and professional, Arlo still hasn't resolved the issue.  Arlo removed email notifications for all cameras without giving their customers any proper warning.  In fact, the Arlo employees I spoke to didn't even know this feature had been removed when I called to figure out what 'glitch' was happening with the app.  It was no glitch, as it turns out.  *********** simply decided to remove an important feature many, if not most, of its customers use.  Very disturbing decision.

• Initial Complaint

  Date:11/15/2023

  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.

  Since January 2023, my Arlo service has been inactive and despite my repeated attempts to cancel it, the company failed to do so. Despite my requests for confirmation emails after each monthly charge, I never received any. However, today 11/15/23, I was able to speak to a manager who guided me through the online cancellation process. Although they agreed to refund me ****, I still have a remaining balance of *****.

  

  Business Response

  Date: 11/16/2023

  Hello *******,
  
  Good day!
  
  This is JC from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your subscription. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next 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.
  
  We understand that you were only refunded $4.99 which is one month of your recent plan subscription that was cancelled. Please know that this $4.99 refund was a courtesy refund. Part of our terms of service that were agreed upon when the plan was purchased was that subscriptions that are active will be billed monthly unless cancelled, regardless of whether they were used or not.
  
  Here's the case number for your reference: ********. Please let me know if you need further assistance. For now, I will use the contact information you provided here to contact you within the day.
  
  Thank you and have a great day.
  
  
  Best regards,
  
  ********
  Arlo Support
  Support site - **********************************************
  Community site - ********************************************

  Customer Answer

  Date: 11/16/2023

  As per our previous conversation, you assured me that I would receive a refund if the policy was cancelled. However, your representatives have confirmed with me that the policy was cancelled due to their inability to fix the camera.

  It is imperative that you adhere to your own cancellation policy and provide me with a refund, especially since this was advised in January 2023. Your representatives even informed me that the camera was last working in January 2023 and you have evidence that your services were not utilized, along with notes indicating that I called to cancel my subscription.

  This service is a rip off & fraud and I'm requesting my money back. 

  

  Business Response

  Date: 11/17/2023

  Hi *******, 
  
  This is JC from Arlo ************* Team. 
  
  Upon reviewing your account, it seems we were unable to locate any records of an interaction in January related to the plan cancellation. If you have a specific case number or any additional details pertaining to that interaction, we would be more than happy to investigate further and assist you in the best way possible.
  
  We did come across two other cases from May and June, involving troubleshooting for an Arlo Essential Spotlight Camera and an Arlo Pro Base Station. Although these cases were closed due to inactivity and lack of response, we want to assure you that we value every customer interaction.
  
  It's important to note that neither of these cases involved a request to cancel your subscription. Rest assured that we fully recognize the importance of plan cancellations and want to clarify that this type of process is exclusively initiated by the customer. Our ********************** experts are unable to process plan cancellations, as this is a step that must be taken directly by the user.
  
  If there's any additional information or specific details you can provide, we will do our utmost to address your concerns promptly and ensure an applicable resolution. Thank you for your understanding, and we look forward to assisting you further.
  
  
  Regards,
  
  ********
  ************* Advocate
  Support site - **********************************************
  Community site - ********************************************

• Initial Complaint

  Date:11/14/2023

  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.

  As the result of a pending divorce, I cancelled the subscription to my home security camera service (Arlo Technologies) after my husband ripped out all of the security cameras at my home. He was primary subscriber on the Arlo account by my credit card was used to pay the monthly subscription fee. I purchased new cameras and reestablished service under a new account, but I am still being billed for the old service. I contacted Arlo Technologies to remove my credit card as the payment account from the old account but they refuse and I am being billed by Arlo Technologies each month knowing that the payment is not authorized by the cardholder (me). I have asked them to stop billing on the old account but they say that for security issues the only person who can make changes is my husband since he was the original account holder but I do not have access to his account and he is non-cooperative, and as per the court order we are not permitted to talk to each other.

  

  Business Response

  Date: 11/16/2023

  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, 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 ************************ Advocate
  ******************, ****

  Customer Answer

  Date: 11/30/2023

  I would like to reopen this complaint because the businesss response is not accepted.  I have withdrawn permission to bill my credit card for services contracted to another person and whom I have no control over.  The business continues to bill me knowing the charges are unauthorized.

  

  Business Response

  Date: 11/30/2023

  Hi *****, 
  
  Good day! This is Von from Arlo ************* Team.
  
  I would like to convey to you 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. As much as we want to assist you with your request, we are unable to remove the credit card from your husband's account because a comprehensive check reveals that you are not listed as an authorized user / contact from the specific account. Hence, the only way is to dispute this on your bank and stop the recurring payment. Or, if your husband will authorize us to make such a request we will gladly do so.
  
  For reference your Arlo Case Number is - 43785574
  
  Thank you for choosing Arlo!
  
  Regards, 
  Von Llanto
  ************* Advocate
  ******************, ****

  Customer Answer

  Date: 11/30/2023

  This is my credit card and you do not have permission to charge it on this account. The payment card used and authorization to make changes on my husbands Arlo account are 2 different things.  I opened another Arlo service account under my name using this credit card for service at the same address and was assured at the time I created the new account and transferred the service that I would no longer be billed for the original account.   Apparently this was a lie since I am being double billed every month.  Not only are you making unauthorized charges but you are double billing me.