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:05/07/2025

  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 bought a Arlo security camera system for over 400 dollars with free video storage for sevens days per camera. Now they want me to buy a plan that I should t have to buy and refused to buy and the cameras will not operate. So I would like my money back or my cameras turned back on

  

  Business Response

  Date: 05/29/2025

  Hello *****,
  
  Good day!
  
  This is Lily 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 would like to apologize that you are facing issues with your device. 
  
  I have created case number ******** as your Arlo case reference. I will send you and email today, and will contact you tomorrow. 5/30/25 within the day. 
  
  Thank you and have a great day!
  
  Regards,
  
  **** *.
  Customer Care Advocate
  ******************, Inc.
  
  

• Initial Complaint

  Date:05/07/2025

  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 Secure -Home Security the app provided by Arlo Technologies, **** is not working to the capacity needed to utilize the security camera system that I purchased. Over the past 3 years, the app has been unstable and is often unable to produce a timely live view nor timely access to view recorded videos. The lack of being able to view my security footage is not only an issue of the expected function of my purchase system, but a concern of my home and physical property security, as I am not able to adequately view security camera feeds or footage. The specific issues are: heavily delayed app start-up upon opening, spinning icons attempting to properly function, one video feed view then the screen goes black and you have to shutdown the app to view a video again, very delayed timing between motion alerts and physical motion, in excess of 20+ seconds delay, cameras temporarily disconned/not reporting to base station even with reliable internet. Also to note, these issues seemed to start up after declining to purchase a service from Arlo and a month ago, worsened after not electing to purchase the service after being given a 30-day trial. Also to note, Arlo conducted three recent app updates -twi within 2 days of each other -and nothing improved, in fact, it got even worse after I performed both updates. The latest update occurred in 5/5/25 did not fix any of the ongoing issues. In addition, on 5/7/25 I was booted off of the app and have not been able to log onto my account after several attempts so now I have a service that I cannot even access. I believe this is all a result of a poor review I provided as well as a lack of purchasing their subscription. (Note: no subscription was ever required to use their system upon purchasing the product).

  

  Business Response

  Date: 05/07/2025

  Hi *****,
  
  Good day!
  
  This is Jocelle, one of the ************* Advocates here at **********************. 

  I want to convey to you our sincere apologies for the inconvenience you have experienced with the App and 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. We appreciate 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 work with you to resolve all these underlying issues. I will be calling you today between 10 AM to 11 AM PST. If you have a preferred callback time, please let me know.
  
  For reference, your Arlo case is 44805200.

  Thank you for your patience and understanding. 

  Kind regards,
  Jocelle V.
  ************* Advocate
  ******************, Inc.

• Initial Complaint

  Date:05/05/2025

  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 have attempted to speak to a person regarding the monitoring company used by Arlo for Arlo Secure Premium 24/7 Professional Monitoring. The only way I can speak with anyone is by leaving a request for a call back to an outgoing phone number and have to keep leaving the same request (5) to this point. When I do speak with someone, they are unknowledgeable and vague. I also struggle to understand the.

  

  Business Response

  Date: 05/06/2025

  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.  I would like to assist you about your subscription plans.
  
  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:05/04/2025

  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 a Arlo Technology account to monitor my security cameras a doorbell for $19 dollars a month. I had some technical issues with my doorbell and call there technical support and they could not fix the problem, instead they wanted to get me to pay for a 3 year or lifetime subscription, and I refused. a few days later I noticed 8 transactions of $1600 dollars taking from my account, and would have cleared out my account if I had not noticed these transactions. ***** is saying because I was doing business with them this was Okay and I didnt authorized nor do I have any goods or services for that money.

  

  Business Response

  Date: 05/14/2025

  Hello ******,

  
  Good day! 
  
  This is ******* from Arlo Customer Care. 
  
  We are truly sorry to hear about the recent scam incident in which Arlos name was misrepresented. Please know that your experience is extremely important to us, and we understand how upsetting and inconvenient this situation must have been for you.
  
  While this scam was not conducted by Arlo or anyone affiliated with us, we take these matters very seriously. We are actively working to report and take down fraudulent entities that misuse our name, and we encourage all customers to be cautious and verify communications when in doubt.
  
  We deeply regret the inconvenience and concern this has caused and want to assure you that your trust and safety remain our top priorities.
  
  ******, 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 work with you to resolve this issue.
  
  I have created case number ******** as your Arlo case reference. I will be contacting you today to address your concern
  
  Thank you and have a great day! 
  
  
  Kind regards,
  ******* *. 
  Customer Care Advocate
  **********************. 

• Initial Complaint

  Date:05/02/2025

  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.

  Last year we cancelled our account with ******************. We did not receive a confirmation email before we deleted our online account access. We are still being billed. We have tried to contact them with no luck. They keep directing us to our online account even though we have said several times that we no longer have access. Their website does not have a customer support # nor is there an address listed on their website. We tried to use the instant message feature but we seem to be only getting BOT responses. We just want our account closed, the charges to stop and a refund for the monthly fees they have taken from our account since the beginning of the year.

  

  Business Response

  Date: 05/02/2025

  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.
  
  Id be happy to assist you with your cancellation and refund request. Please provide the email address associated with your Arlo account.
  
  Your reference case number is 44795382.
  
  Thank you for choosing Arlo Technologies Inc.
  
  Sincerely,
  
  **** ****** *.
  Customer Care Advocate
  **********************.
  
  

• Initial Complaint

  Date:05/02/2025

  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 and added onto my Arlo security system SOLELY based on the 7 day free cloud plan. No subscription needed. This system fit my needs as advertised until they recently changed the plans and now my security system is rendered useless unless I am watching it live 24/7. This is not what I purchased and is a classic bait and switch. It is my belief that the product I purchased and decided upon due to free basic features should stay that way through the life of the product while I own it. I bought and utilized Arlo strictly for the free plan that afforded me a continuous 7 day cloud storage. That is what was advertised. Previously (and as advertised) when the system was armed, ANY movement would be captured in short segments and saved for 7 days to allow saving / sharing any events that may have taken place. The free 7 day cloud storage was the ONLY reason I purchased the Arlo system. It has now been removed by Arlo and thus, this is fraudulent for me as the consumer. They can either restore my original free plan, or accept return of my equipment and refund so that I may purchase a different system from another company.

  

  Business Response

  Date: 05/02/2025

  Hi ******,
  
  Good day!

  My name is ******** a Customer Advocate at **********************. I am reaching out to you to address your concern. We thank you for bringing this to our attention and appreciate your feedback on the opportunities we surely want to work on. This will help us review and re-calibrate the quality of support and service we offer to our customers. Please be assured that your feedback is taken very seriously and will be forwarded to the concerned team to make improvements and provide a satisfactory user experience.
   
  I would also like to work with you and resolve your unsettled issue in the hope of regaining your trust and confidence in continuing your business with us.
  
  At Arlo, we are dedicated to providing the highest-performing smart home security solutions while upholding our Privacy Pledge to protect your privacy and data. To ensure our products and services continue to meet and exceed the latest technology and cybersecurity standards, we regularly evaluate and update our offerings.
  
  As part of this process, some products and services may eventually transition to the End of Life (EOL) stage. This allows us to focus on enhancing newer solutions that deliver even better security, functionality, and performance.
  
  Please be advised that I will be contacting you today, between the hours of 11:30 AM to 1 PM CST. If you wish to be contacted at a specific time, let me know and I will be happy to assist.
   
  I look forward to your response.
  Thank you for doing business with us.
   
  Sincerely,
   
  ******* **********
  Customer Care Advocate
  ******************, Inc.
  

  
  

• Initial Complaint

  Date:04/29/2025

  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 tried last year to ***** the plan, I contacted support and ******. They never canceled it. I called multiple times, emailed a year ago. They have been taking money from me even when I tried to chance for two years now. They literally will not stop the plan and wont respond to my emails or calls or even ****** until the last day which didnt give me time to respond so the case was closed. Good move Arlo to wait until the last hours to respond. Shady business practice I want all of my money back, for the device and subscription. . As I paid for a device that worked for I dont even think a year, and have paid for the subscription for 3 years now!

  

  Business Response

  Date: 04/30/2025

  Hi ****, 
  
  Good day!
  
  My name is Jessa, 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 within your local business hours. 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.
  
  For your reference, here's your Case# 44788623.
  
  Sincerely,
  
  ***** *.
  Customer Care Advocate
  ******************, Inc. 
  

• Initial Complaint

  Date:04/29/2025

  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 bought the Arlo system years ago specifically because it didnt require a subscription and it was marketed that way. Now they are going back on their word and making you pay for a subscription. If they are not goint to perform as advertised its false advertising and i want my money back so i can replace it with one that doesnt require a subscription.

  

  Business Response

  Date: 04/29/2025

  Hi *****,
  
  Good day!

  My apologies for calling you unannounced earlier.
  
  I truly understand how frustrating it can be when a product youve invested in reaches the end of its service life. While we design Arlo devices for long-term use, the pace of technological advancement can outstrip even the most forward-thinking planning. As software, security protocols, and infrastructure evolve, once cutting-edge devices can become incompatible with new standards.
  Please rest assured that this decision is rooted in our commitment to your safety and data security. As threats continue to become more advanced, older devices may no longer be able to support essential updates to maintain system functionality and protection.
  
  As discussed, a separate email will be sent shortly containing the necessary details under Case Number 44786515.
  
  You may locate the case from your inbox and reply by tapping the "Update Case" button in the email, or by reaching out to us directly through the Arlo portal.
  
  Thank you for choosing Arlo Technologies Inc.
  
  Sincerely,
  ***** ******
  Customer Care Advocate
  **********************.

• Initial Complaint

  Date:04/25/2025

  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.

  Today, 4/25/25, I have 4 separate pending credit card charges from Arlo Technologies. The amounts are $91.88, $91.16, $197.89 and $19.99. We have had Arlo for several years and have regularly been charged the monthly fee. Within the last 30 days, we were forced to purchase 6 new cameras, as they stated that our previous ones did not work. We spent over $630 doing the replacement, only to find that we needed to make a whole new subscription purchase. Today, when trying to identify what was happening, I spent 2 Hours and 20 Minutes talking to different individuals that absolutely couldn't tell me anything. How can 4 transactions be pending on my card and you cannot tell me what they are for. This is absolutely horrible and needs to be addressed right away.

  

  Business Response

  Date: 04/25/2025

  Hello *******,
  
  Good day!
  
  This is Lily from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your device. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. Arlo Technologies Inc. appreciates hearing from customers like you because we need feedback from our customers to help us monitor and maintain the quality of our products & services.
  
  *******, please let me assure you that we continue to be committed in providing you and all of our customers with the highest standards of product & service in the industry. I reviewed the case related to your concern. I would like to apologize that your concern hasn't been resolved yet. 
  
  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.
  
  

  Customer Answer

  Date: 04/29/2025

  This morning, all authorizations that were pending on my account, posted as charges.  I got the runaround again twice over the weekend, with technical assistance giving me a call and going through all of the same steps as I did in 2.5 hours of calls on Friday.  This is absolutely ridiculous that you cannot find the 4, unauthorized charges pending on my account, which have now resulted in charges of over $400.

  

  Business Response

  Date: 04/29/2025

  Hello *******,
  
  Good day!
  
  We've been trying to contact you Since April 25, 2025, but were unsuccessful to reach you. On Saturday, April 27, 2025, my colleague was able to get a hold of someone when we called **************, but we were told that we are calling a wrong number. 
  
  We would like to assist you on this matter. Kindly respond and update the case ********, for us to assist you further. 
  
  Thank you and have a nice day!
  
  
  Regards,
  **** *.
  Customer Care Advocate
  ******************, Inc.
  
  
  

  Customer Answer

  Date: 04/30/2025

  Their response is incorrect as I spoke to someone on 4/25, 4/26 and again on 4/29, each time at length and with no resolution.  I spoke with a person named Jessa on 4/29 who told me she would return a call

  ro me within 24 hours which has now passed.

• Initial Complaint

  Date:04/25/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document

  

  Business Response

  Date: 04/25/2025

  Hello Charlotte, 
  
  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 billing. 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. 
  
  Charlotte, 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 work with you to resolve this issue and review your refund request.
  
  I have created case number 44778564 as your Arlo case reference. I will be contacting you today to address your concern
  Thank you and have a great day! 
  
  
  Kind regards,
  ******* *. 
  Customer Care Advocate
  **********************. 

  Customer Answer

  Date: 04/28/2025

  
  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,
  
  Charlotee *******