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:04/23/2025

  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 six Pro 2 cameras, set up station, hardware, and pay monthly fee to view camera activity. Since the recent Arlo website upgrade, I've been unable to view activity as website times out or doesn't load. I created case ******** for support and was informed my cameras are end of life and would not provide me any support. I paid $800 for these cameras five years ago and pay monthly fee and customer service rep ****** would not provide me any help. In writing, she stated she would ship me 6 new replacement Pro 2 cameras and RA number to return other cameras. The very next day my case was updated that they were now not shipping me any replacements even after informing me in writing that they would so they lied. These cameras were expensive and are not that old and now I'm unable to view my activity on my cameras to protect myself and my home. How can a business not provide any support for their own expensive products? Even as I continue to pay monthly to view my activity and I only get a spinning circle in live view and it often doesn't load? Not every customer can afford $800-$900 every 4 or 5 years for new cameras and they should provide help/support for their paying customers for their own service. And how can they lie and state they would ship me replacements and then change their mind the next day? Their only solution to their own defective cameras or technical difficulties with their new website is to recommend customers buy all brand new cameras? That is what ****** suggested to me after informing me Arlo would not help me, a paying customer, with my technical support problem. And then they lie about replacements. I believe I was scammed to spend all this money and then they refuse support or replacements due to "end of life" after only five years? Unacceptable to treat customers this way and I am so completely upset spending all this money for cameras for my protection that do not work on their updated website and they refuse any support!

  

  Business Response

  Date: 04/23/2025

  Hello *****,

  
  Good day!

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

  
  *****, please let me assure you that we continue to be committed in providing you and all of our customers with the highest standards of product & service in the industry.I would like to get in contact with you to make the best attempt in regaining your confidence in our company and provide solution to your problem as soon as possible. I will reach out to you during our business hours, from 6AM to 6PM PST. If you wish to be contacted at a different date and time, please let us know by responding to the case.

  
  Please be informed that for refunds, the device should have been purchased directly from ************************** 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:04/18/2025

  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 have a security system from Arlo, installed at my home that consists of a Base Station and three pro cameras. Arlo recently announced end-of-life for some cameras, but clearly states that they should still be connected and can do live streaming using the base station. However, since then I have just not been able to connect my cameras to the base station even after resetting and trying all possible means. When reaching their customer support, they are just trying to sell new cameras instead of helping. It seems a clear tactic to forcefully compel customers to buy new products, by disconnect existing ones instead of relying on new features and product quality. This is a huge concern, and Arlo should not be allowed to perform such actions.

  

  Business Response

  Date: 04/18/2025

  Hello Santosh,
  
  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 the Arlo devices that were already at End of Line. 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 have created case number ******** as your Arlo case reference. I will be contacting you within the today to address your concern.
  
  Thank you and have a great day!
  
  Regards,
  
  ******* *.
  Customer Care Advocate
  ******************, ****

• Initial Complaint

  Date:04/17/2025

  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.

  Problem 1: In 2024 Arlo ***eatedly sent notifications for me to upgrade from the no fee basic service for 5 cameras that were outdoors. It was relentless and I accidentally did it only to learn that the upgrade was 1. more difficult to use and 2. provided photos that were 1/2 the size of what I had previously. Upon calling Arlo immediately I was told that they could not go back to the prior program. I had to stay with the upgrade that mandated a subscription. Because I could not get out of it and the subscription made me eligible for >5 cameras I connected my Pro 2 cameras inside the house and one outside giving me 6 outside and 4 inside. I am now paying $18/month for the subscription that is supposed to let me speak to an agent for Customer Support. But it does not provide Customer Support with a live agent and there are no phone numbers to be found. Problem 2: When I had the old system that they refused to let me go back to - and I know they still have it because a friend just got Arlo 1 week ago and has the old system at no cost, 5 cameras and ability to download videos into her i-phone. But now I am paying about $18/month with NO ability to reach a CS *** and just learned that I cannot download videos that I have taken. I can only "share" the video and they are removed within 24 hours with no ability for me to copy and use them.

  

  Business Response

  Date: 04/17/2025

  Hi ********,

  
  Good day! This is Amps from the Arlo ************* Team.

  I am reaching out in reference to your BBB Complaint #******** concerning the support centre of our Arlo App and dowloading the videos from your Arlo app feed. We sincerely apologize for the inconvenience caused by our product(s) and service(s) and would like the opportunity to improve your experience.

  Iwill call your provided contact number within 24 hours to discuss this further.

  Please let me know of your availability so I can schedule a call at your convenience.

  We are open daily from 6 AM to 6 PM PST. I can also discuss this via email so, let me know what works best for you.

  To respond to this email, you can send it directly to ****************************************** and use your case number, ********, as the subject.
  Thank you and we appreciate your business.

  
  Regards,
  Amps S.
  ************* Advocate
  *************************
  ****************** USA

• Initial Complaint

  Date:04/16/2025

  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 cancelled my account and subscription about 6 months ago but have still been charged the monthly base $8 fee since. Arlo does not have any type of customer service from what I can tell. I have logged a comment in the community forum but have not seen a response. The only other option I see is to cancel my credit card.

  

  Business Response

  Date: 04/17/2025

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

• Initial Complaint

  Date:04/16/2025

  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 canceled my Arlo subscription over a year ago (April 2024). However, for the past year I have been charged a monthly subscription fee for a service/subscription that does not exist. I log onto my profile, there are no subscriptions listed. It says you are not enrolled in any subscriptions, which is correct. However, still charged every month.I have tried many times to reach out to Arlo to get them to stop charging me for something that I cancelled and no longer even have access to, and they increased the monthly fee from ***** to 19.99!Every time I try to reach out now I am getting told that I do not have access to live support from an agent because that is for customers with subscriptions only. Absolutely absurd. The chat function will not help me either.

  

  Business Response

  Date: 04/16/2025

  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 your account, and no subscription plan is active.
  
  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:04/16/2025

  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 I was charged one hundred dollars for what was supposed to be a lifetime plan as Im a senior. Well guess I was lied to get my money because as of yesterday my app shows NO PLAN. I guess thats the only way you can make money by lying to your ************ in the process of going with another company one that will respect me enough not to lie to me.

  

  Business Response

  Date: 04/16/2025

  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 the delayed resolution of the issue youve reported with the subscription plan. 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 work with you to resolve this issue and review your refund request.
  
  I have created a 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:04/16/2025

  Type:Order 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.

  Paid for subscription and yet again it hasn't been added to my camera

  

  Business Response

  Date: 04/16/2025

  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 the 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. 

  *******, please let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product & service in the industry. In order to provide you access to your Arlo account once more, I would like to assist you with your subscription.

  I have created case number ******** as your Arlo case reference. We will be contacting you within the day during NZ business hours to address your concern.

  Thank you and have a great day! 

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

• Initial Complaint

  Date:04/12/2025

  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.

  10/04/2025 was the date of the transaction.$179.98 I have owned an arlo camera for some time now, The original one I had been provided ended up being faulty within the warranty period, So it was then replaced with a new one (Great), I was not there to help set up the replacement camera, so my younger brother helped my parents set up the new one, with a new email ********************** (my current subscription was still ongoing but no longer in use) I cancelled the subscription, felt it was strange to not receive an email confirming it but saw the date had said (expires 27/07/2025) So I felt that the job was done, why bother messaging to get a confirmation ********** forward a few ********** now see an email saying there was an error with the payment,Please log in to your account at ***************************** and go to your subscription settings to update your payment information within the next 26 days. If we do not receive your updated payment information by then, your plan will be cancelled, and you will lose access to ************** Video History, and more.I was instantly worried as I thought the subscription was cancelled? So I went in to ***************************** to try remove the card on file (through their support page it say's how to do so) - That doesn't actually work, there wasn't an option to update or remove any existing payment methods, but based on their following words, as long as I don't update my payment method with a new card, my subscription should be blank out by default after the following 26 days?Well they took the money out of the account (same card on file that wasn't even removable due to their dodgy subscription settings)So I now have 1 year subscription on a non used arlo account while we are still paying for the current account also yearly (via my brothers email address)I mentioned this to them & still refused to refund me. They just offered to give my brother a 30% discount on a yearly subscription.. Unbelievable. Not even an offer to transfer 1 year

  

  Business Response

  Date: 04/12/2025

  Hi Jordan, 
  
  Good day! This is ******* from the Arlo ************* Team. 
  
  I am reaching out in reference to your BBB Complaint #******** concerning a refund for your unused subscription.. We sincerely apologize for the inconvenience caused by this issue and would like the opportunity to improve your experience. We will attempt to contact you today at *********** within your local business hours. 
  
  If you wish to be contacted at a specific time, let me know and I will be happy to assist. We are open daily from 6 AM to 6 PM PST. I can also discuss this via email so, let me know what works best for you. 

  Please note of your Arlo Case #********.

  Thank you and we appreciate your business. 
  
  Regards,
  
  ******* *. 
  ************* Advocate
  *********************************************************************

• Initial Complaint

  Date:04/10/2025

  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 have had an Arlo Security account for years with no issues. In January, we were notified of a monthly fee increase from ***** to *****. We were also offered an annual contract. I approved that offer and ****** was removed from my bank on 1/16. Despite paying the annual, I continue to have ACH drafts on 2/19 and 3/19 in the "new" monthly amount of *****. I have tried multiple methods to ask for customer support including chat on the support site and comments on ******** group account. I am told that I do not have an account and cannot ask for a call. As I have paid, this is frustrating. I plan to contact my bank to stop future withdrawls and ask that they reverse my duplicate payment. I am certain that a phone call could have resolved, but does not appear an option. I welcome a call to my cell phone provided.

  

  Business Response

  Date: 04/10/2025

  Hi ****,
  
  Good day!

  I want to extend our sincere apologies for the inconvenience youve experienced. We understand how frustrating this situation has been, and I want to assure you that this is not typical of the service we strive to provide. At Arlo Technologies Inc., we take great pride in delivering excellent customer experiences, and were committed to ensuring your next interaction with us is handled smoothly and professionally. We truly value your feedback as it helps us monitor and improve the quality of our products and services.
  
  As we talked about over the phone, please expect a callback on April 11, 2025, between 1:00 PM and 5:00 PM CST to address your concern.
  
  For your reference, the case number for your BBB complaint is 44745370.
  

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

• Initial Complaint

  Date:04/07/2025

  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.

  My not for profit company is being charged $19.99 per month for services that I did not sign up for. Also, it involves storing video or photo images in the Arlo cloud - we are running a shelter for unhoused people and this is a violation of their privacy. I cannot find a telephone number to speak to a live agent, the # for Canada is not reachable from the **, and their ChatBot said I am not eligible to speak to a live agent. I need to cancel this subscription and potentially recoup the monthly funds that I never signed up for.

  

  Business Response

  Date: 04/08/2025

  Hello *****, 
  
  Good day! 
  
  This is **** from Arlo Customer Care. 
  
  I would like to convey to you our sincere apologies for the inconvenience you have had with the charges on 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. We appreciate hearing from customers like you because your feedback helps us monitor and maintain the quality of our products and services. 
  
  *****, please let me assure you that we continue to be committed to providing you and all of our customers with the highest standards of product and service in the industry. I would like to get in contact with you to make the best attempt to regain your confidence in our company and provide a solution to your problem as soon as possible.
  
  I've created case number 44740194 for your Arlo case reference. I will be contacting you within the day to address your concern. We can talk about the issue with the charges on your account. 
  
  Thank you and have a great day! 
  
  Kind regards,
  
  **** *******
  Customer Care Advocate
  ******************, ****