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:09/06/2022

  Type:Customer Service 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.

  Complaint *********** I responded to previous complaint saying I accepted the response from the business however, I am still unable to contact them and I am still being charged for service. I thought payments were stopped but I am still being charged.I need ************************* to contact me. I need payments to stop on my credit card.

  

  Business Response

  Date: 09/14/2022

  Hello *****, 

   

  Good day! 

   

  I will reach out soonest and discuss your concern. 

   

  Thank you
  
  *************************
  Customer Care Advocate
  ******************, Inc.
  
  

  Customer Answer

  Date: 09/14/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:09/04/2022

  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 been using Arlo for security cameras at home for the past 3 years. My base station went offline and will not connect. This has happened before and I was able to speak with someone to guide me through connecting. I have followed all of the steps presented to connect my base station and it is still not working. Now they saying that I am not entitled to speak to a live agent for support. I am getting the run around and my equipment is not working.

  

  Business Response

  Date: 09/05/2022

  Hello Diamond,
  
  
  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. Let me know of your available time for a callback so I can settle this issue with you.

  I look forward to your response.
  
  
  Thank you for choosing Arlo Technologies Inc.

  
  
  Sincerely,
  
  
  *****************************
  Customer Care Advocate
  Arlo Technologies Inc.

• Initial Complaint

  Date:08/30/2022

  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 received a 3 set of Arlo cameras for Christmas. They continued to say too cold. Then I waited until spring and they still didnt work. I contacted Arlo support on March 10, 2022. They promised me a replacement camera. I have not yet received. It is beyond the refund time for the set to be returned so now I am stuck with $400 cameras that never worked.

  

  Business Response

  Date: 08/31/2022

  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 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 issues were not resolved though you have reported them to us since March 10, 2022. Rest assured that we will do our best to assist you.If you will allow, I can arrange a new replacement for the cameras to make sure that it will be working as intended. We will do an advance shipping were we will send the replacements first then once you receive it kindly return the defective devices using the return label attached to the package.
  
  For your reference here is your New case number: 43146535
  
  
  Please provide your best call back number and preferred call back date & time (kindly indicate the time zone as well).
  
  Thank you and have a great day!
  
  Regards,
  
  **************
  Customer ************************************ ****

  Customer Answer

  Date: 08/31/2022

  I will accept replacement of the cameras. I will ship the old cameras back. My mailing address is *******************************************************. I am not sure why a call is required but my phone number is ************** and I am  tomorrow 9/1 from **** CST and 9/2 from **** CST. 

  

  Business Response

  Date: 09/01/2022

  Hello *****,
  
  Good day!
  
  This is Mhikko from Arlo Customer Care.
  
  I have received your response towards our replacement offer for all the cameras. I was able to arrange a new replacement for the cameras to make sure that it will be working as intended. We did an advance shipping where we will send the replacement first then once you receive it kindly return the defective devices using the return label attached to the package. Please do take note of your reference numbers for each cameras.
  
  
  Arlo Pro 4 Camera(VMC4050P) SN: AA271A7EA6520 - RMA 7227489
  Arlo Pro 4 Camera(VMC4050P) SN: AA271A7RA6BA8 - RMA 7227490
  Arlo Pro 4 Camera(VMC4050P) SN: AA271A7SA6490 - RMA 7227491

  Please let us know once you received the replacements and returned the faulty cameras.

  
  
  Thank you and we look forward to hearing from you.

  
  
  Regards,
  
  
  *********************
  Customer Care Advocate
  **********************.
  
  

  
  

• Initial Complaint

  Date:08/29/2022

  Type:Customer Service 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 October 2021 Arlo Technology has no customer service phone number to speak to a live person about problems with the Arlo camera. I am paying $14.99 for Arlo Secure Plus and there instructions are to go into my.arlo.com and put your issue through that. When I do that it says I don't have a plan. You cannot speak to anyone to resolve this issue. How is any company able to do business and not have a customer service person to speak to or cancel your service if you wanted to. The phone number listed ************* specifically tells you the change and ************ is only for orders. Terrible service and unacceptable that you cannot speak to someone live.

  

  Business Response

  Date: 08/31/2022

  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 to providing you and all of our customers with the highest standards of product & service in the industry. Please be advised that emails were sent regarding our updated Support options. Effective last October 4, 2021, we've added new **************** services to benefit Arlo users with service plans and users currently on an Arlo trial plan, including all live agent support (phone calls, live and email support) and self-help support (chatbot, Arlo Community, the Arlo Support site).

  
  In your case since you have a subscription, you are entitled to live support either by phone, chat, or email. The best way to access Arlo Support is through your Arlo App under Settings > Support or you may also visit our website's support section at https://www.arlo.com/support/.
  
  Please let us know how can we further assist you so we can set you up a callback with our technical team if needed. Also, kindly provide your best callback number and preferred callback date & time (kindly indicate the time zone as well).
  
  I have also created case number ******** for your reference.
  
  Thank you and have a great day!
  
  Regards,
  
  ***************
  Customer Care Advocate
  ******************, Inc.

  Customer Answer

  Date: 08/31/2022

  its obvious they did not read my compliant.  I cannot resolve 

  anything through support.  I need a live person to speak to.

  why is it so difficult to talk to a live person. 
  

  I need a phone number to resolve my account. 

  

  Business Response

  Date: 09/01/2022

  Hi ********,
  
  Good day!
  
  I apologize for the inconvenience that caused you. As I have mentioned in my email, the best way to access Arlo Support is through your Arlo App under Settings - Support.

   

  However, if you need technical assistance, kindly advise us your concern with your device. Also, please provide your best callback number and preferred callback date & time (kindly indicate the time zone as well) so I can endorse your case to our Level 2 Technical Team.

  
  Thank you and have a great day!
  
  Regards,
  ***************
  Customer Care Advocate
  ******************, Inc.

  Customer Answer

  Date: 09/08/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:08/26/2022

  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 talked to at least 5 or more representatives on my issue. I want to sign on to their cloud( extra money for them) and they cant figure out what the problem is that I cant join in.

  

  Business Response

  Date: 08/30/2022

  Hello Guy, 
  
  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 certainly would like to provide you the assistance that you need for this matter. Kindy respond with your preferred call back schedule including the time zone. For you reference, we operate from 6 AM to 6 PM Pacific Standard time.

  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.

• Initial Complaint

  Date:08/26/2022

  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 3 Arlo Pro 4 cameras about a year ago. They all worked on my wifi as instructed in my iPhone app. After 2 months one quit and could not be restarted by following online directions. Now the second has stopped working. I have gone thru the online help many times and the online assistant to try to get help. Nothing works per those methods. I want to talk to a real human customer service person and they tell me I have to buy a plan for that! Pay for customer service fir what I believe is either their defective product or their defective online help. Help me please

  

  Business Response

  Date: 08/30/2022

  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 have searched our records for account related to your name, email address and phone number. However, no related results came up. Perhaps you can share the serial number of either your Base Station or the non-working cameras so we can start with that.
  
  Allow me to schedule a call for you for technical assistance. Please provide your best call back number and preferred call back date & time (kindly indicate the time zone as well).
  
  Thank you and have a great day!
  
  Regards,
  
  *******************************
  Customer ************************************ ****

• Initial Complaint

  Date:08/25/2022

  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.

  Arlo does not provide live customer support. I am not able to cancel my subscription. I have attempted using the app and the website. The bot is useless,. It does not transfer chat to a live person. The website states the bot will escalate concerns to a live person. Arlo continues to charge my **** monthly. The security camera subscription has been cancelled. Please assist in contacting Arlo. Thank you for your assistance.

  

  Business Response

  Date: 08/26/2022

  Hi ******,
  
  Good day!
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced. 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.
  
  Kindly allow me to assist you with your cancellation and refund request. Can you provide the best time to reach out to you?
  
  Thank you for choosing Arlo Technologies Inc.
  
  Sincerely,
  *************************
  Customer Care Advocate
  **********************.

• Initial Complaint

  Date:08/25/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Arlo has terrible customer service. I tried to cancel my subscription. Finally managed to do so but continued to be billed. I was able to talk to someone on the phone after they billed me. First *************** up on me before telling me this. The second guy (*****) told me was there is a cancellation fee which is why when I thought the subscription was cancelled, it was not. I said you are kidding. That is crazy. I dont want to pay a cancellation fee. I would contact my credit card company to stop payment and would rather just not use the cameras. ******************* up on me. I called again and he said I had been blacklisted. I said I wanted to know where the information is regarding a cancellation fee and he hung up on me. I tried again they will not *************. I am assuming my number has been blocked. Unbelievable and horrible customer service!!!

  

  Business Response

  Date: 09/03/2022

  Hi *****,
  
  Good day!
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced. 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.
  
  Kindly allow me to assist you with your subscription. Can you provide the best time to reach out to you?
  
  Thank you for choosing Arlo Technologies Inc.
  
  Sincerely,
  *************************
  Customer Care Advocate
  **********************.

  Customer Answer

  Date: 09/05/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:08/25/2022

  Type:Order 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.

  My cameras was suppose to be set up. after paying fund and no reply

  

  Business Response

  Date: 08/25/2022

  ********************,
  
  
  Good Day! My name is ***** from Arlo ************* Team. I am contacting you today about your concern for your Arlo camera system.
  
  
  I understand that you are having issues with of your Arlo cameras particularly with the setup. Please accept my sincerest apologies on the inconveniences this issue may have caused you.
  
  
  Please provide us with your preferred contact number and date and time (including time zone) so I can schedule a callback with you and attend to your concern the soonest possible time. A case number has been created on your profile. Case: 43141077.
  
  
  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. We value your business.
  
  
  Thank you for choosing Arlo.
  
  
  We appreciate your business with us.
  
  
  *******
  ************* Advocate
  ******************, ****

  Customer Answer

  Date: 08/25/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:08/24/2022

  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.

  For the past few weeks I have been in contact with several Arlo representatives. Two years ago in april/may of 2020 i purchased a home security system from arlo technologies. 2 cameras, and a base station. I also subscribed monthly to their program to have better access to footage and other amenities. I have since purchased chargers, Extra batteries, another camera AND a doorbell from this company. Recently one day my base station stopped working. In good faith I contacted this company hoping to get a resolution. Again after speaking with SEVERAL representatives all of them gave me intricate step by step instructions on how to hopefully make my base station work again. This includes calling my internet provider to open new networks, make sure I have the right connections etc. I have spent well over $500 and been a loyal customer and not once have they offered to replace the dysfunctional equipment. I have attached all of the emails they have sent me over the course of a week or so. They repeatedly ask me for dates of purchase, receipts everything. I have given them my name, address, email address AND the model and serial number for the model. They refuse to look me ** in their system even though they have diligently been taking my money every month and still demand proof of purchase. I pay every month and gave them all necessary information to look me ** in the system. I do not have a 2 year old receipt and my emails do not go back that far so I do not have a digital copy either.

  

  Business Response

  Date: 08/29/2022

  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. Based on our records, I can see that this has already been addressed by my colleague under case number 43140220. A replacement has already been processed for your base station under RMA 7227064. To prevent confusion, please anticipate a response coming from the ************* Advocate assigned for your existing case. 

   

  Thank you for choosing Arlo Technologies Inc.
  
  Sincerely,
  
  Yel Siton
  ************* Advocate
  **********************.
  
  

  Customer Answer

  Date: 08/31/2022

  
  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,
  
  ***************************