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:02/26/2025

  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.

  Consistent inability to reach Arlo in any form to resolve a problem. Consistently not recognizing me as a customer on chat therefore not allowing me to communicate a problem or issue. Not allowing me to login in!!! even though I have a paid account.

  

  Business Response

  Date: 02/26/2025

  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 your device and account. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. Arlo Technologies Inc. appreciates hearing from customers like you because we need feedback from our customers to help us monitor and maintain the quality of our products & services.
  
  ****** please let me assure you that we continue to be committed in providing you and all of our customers with the highest standards of product & service in the industry. I would like to apologize that your issues were not resolved . Rest assured that we will do our best to assist you.
  
  Please be advised that I will be contacting you tomorrow/today, between the hours of 2 PM to 3 PM EST. 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
  ******************, ****

• Initial Complaint

  Date:02/24/2025

  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 ordered and paid for a yearly subscription plan that was advertised at a discount during Christmas. The plan sends notifications to your phone every 30 seconds, constantly, all day every day. The previous plan I was on allowed me to not receive notifications for animals, but this one does not allow you to limit anything. I messaged the business, was disconnected twice. I messaged them again today and was passed on to 3 different **** over the span of 2.5 hours until being disconnected again. I requested a call-back and they never called back. All I wanted was to have the remaining months refunded so I can purchase a more expensive plan, like i previously had, to limit receiving endless notifications. When I requested to speak with a manager that could help me, Liyqath, refused until I was persistent and refused to get transferred yet again. I have spent thousands on these cameras and plans. This is utterly ridiculous to not properly advertise the features then s**** people over like this.

  

  Business Response

  Date: 02/25/2025

  Hello Diana 

  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 your refund request and for being disconnected on our support center. 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 case number ******** as your Arlo case reference. I will be contacting you with in today address your concern.
  Thank you and have a great day! 
  
  Kind regards,
  ***** *.
  Customer Care Advocate

  Customer Answer

  Date: 02/25/2025

  
  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. 

  The business already resolved the issue, and I consider this case closed. Thank you for your assistance.

  Regards,
  
  ***** **********
  
   

  
  

• Initial Complaint

  Date:02/23/2025

  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 paid the amount below to Aren Techologies. Upon further research this is a technical company in ***** with a US 800 number. When I googled Arlo for customer service in 2023 I got this number. Pretty sure its a scam but Arlo needs to be aware that this company is hijacking their customers. They said I had lifetime software updates. Will talk to Arlo customer service tomorrow

  

  Business Response

  Date: 02/23/2025

  Hello ****** and ******* *****,
  
  
  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.
  
  We will take this matter seriously and please expect a call from me within an hour to address this issue.
  
  I will also be creating a case number to be sent to your email for your reference. Please let me know if you have any questions and I'll be happy to accommodate.
  
  Thank you and have a great day!
  
  
  Regards,
  
  ******** *.
  Customer Care Advocate
  ******************, ****

• Initial Complaint

  Date:02/22/2025

  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 was charged by Arlo Technologies $97.98 on Jan. 28, 2025 for a Arlo Secure single camera annual subscription. I immediately contacted Arlo to explain that I have not used the service since December due to unforeseen issues where I live, and no longer even had the camera. I was asked by the customer service *** to cancel my subscription on my end through my account so they could see that it was indeed cancelled. I was then told that someone would be in touch from their refund department. I waiting about three weeks with no contact. I then submitted a letter on Feb. 18, 2025 asking to be contacted within 48 hours to come to a resolution in this matter since I haven't used the service since before the fee was assessed, but I've yet to receive a response. I am asking Arlo to reach out to me, preferably via email, to hopeful resolve this matter. I am asking for the $97.98 to be refunded to me. Thank you.

  

  Business Response

  Date: 02/22/2025

  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:02/19/2025

  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.

  Charged additional unauthorized fees to my debit card. I will be disputing the charges with my bank. The company has no customer support line and after getting no where with a chat I was finally called and they told me the charge was a hold from my bank. Which would revert back in 3-5 days. It is not. The bank says its a charge from them that is reoccurring. $321.69 per year. I never agreed or signed up for this. They straight up lied to me on the phone. Sounds a lot like a Ponzi scheme.

  

  Business Response

  Date: 02/20/2025

  Hi ******, 
  
  Good day!
  
  My name is Jessa, a Customer Advocate at **********************. I am reaching out to you to address your concern about the Unexpected Charge. 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.
  
  For your reference, the case number for this message is 44622257.
  
  I look forward to your response.
  
  Thank you for doing business with us.
  
  Sincerely,
  
  ***** *.
  Customer Care Advocate
  ******************, ****

• Initial Complaint

  Date:02/19/2025

  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 had a doorbell camera and another camera on a shared account with an active monthly subscription the last few years. My wife received an email about moving the monthly subscription to an annual one to save money so she signed up for the annual subscription. I realized that she and I were paying both paying for a subscription so I canceled the monthly one. But now my account shows no subscription at all even though my wife, through our shared account, paid for an annual subscription. Their customer service is completely unhelpful and just points me to help articles on the arlo webpage on how to sign up for a new subscription. I don't need a new one, I just need the shared subscription that is paid through next January to show up on my account. At this point, with the lack of customer service, it would be best to have a refund of the duplicate fees and a refund of the annual plan since it clearly isn't working.

  

  Business Response

  Date: 02/19/2025

  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 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. 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:02/18/2025

  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.

  Arlo increased my monthly subscription by 7 dollars without notification of ****** went from ***** a month to ***** a month.I own my own equipment and Arlo couldnt be reached in anyway to give me a reason why the increase.Arlo took ***** out of my checking account on February *******

  

  Business Response

  Date: 02/18/2025

  Hello *******,

  
  Good day!

  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your plan 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. 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.

  In addition, I have tried to locate your Arlo account using the provided email address but was unable to find it. With this, kindly provide the email address linked to your Arlo account, contact phone number, preferred callback time and time zone for us to assist you.

  For reference, the reason you were charged differently from the previous month is due to the price increase that happened this February 2025 with prior email communications sent to customers. Specifically, for our ********************** Pus Unlimited (previously Secure Multi-Camera) plan, from $12.99/month, the plan price increased to $19.99/month. ***********************************************************************************;
  

  
  Thank you for choosing Arlo Technologies Inc.

  
  Sincerely,
  ****** A
  ************* Advocate
  **********************.

  Customer Answer

  Date: 02/18/2025

  
  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,
  
  ******* ******
  
    Its under My Daughters email ************************* phone number is ************
  

• Initial Complaint

  Date:02/16/2025

  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 purchased an arlo video doorbell from ****** during pandemic, but I didn't install it until January 7th. 2025. The doorbell can't connect to my WiFi. I tried to contact them, but there is no customer service phone number on their website. In stead, I emailed them about the issue I met. There was no update from them for two weeks. The app or their website asked me to subscribe their plan so that I can talk to their customer service agents. It has been six weeks, but I never have opportunity to talk to a real people to solve my problem! They emailed me saying they can replace the product, but I can't find a way to respond to that email! Nobody contact me by phone. I am not a robot and I can't reply their email since it is 'no auto reply email. The company is so irresponsible for the product.If they would like to provide a replacement, here is my shipping address: Yu **** ************************************** Phone: ************

  

  Business Response

  Date: 02/16/2025

  Hi Yu,
  
  
  My name is *****, a Customer Advocate at **********************. I am reaching out to you to address your concern.
  
  We thank you for bringing this to our attention and appreciate your feedback on the opportunities we surely want to work on. This will help us review and re-calibrate the quality of support and service we offer to our customers. Please be assured that your feedback is taken very seriously and will be forwarded to the concerned team to make improvements and provide a satisfactory user experience. I would also like to work with you and resolve your unsettled issue in hope to regain your trust and confidence of continuing your business with us.
  
  Please be advised that I will be contacting you today, between the hours for 6AM to 6PM PST. If you wish to be contacted on a specific time , let me know and I will be happy to assist. I look forward to your response.
  
  Thank you for doing business with us.
  
  
  Regards,
  
  ***** *.
  Customer Care Advocate
  ******************, Inc.
  
  

• Initial Complaint

  Date:02/14/2025

  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 had to update my Arlo app and the *** option that I have been paying ***** a month for the last 5 years will not work. I texted Arlo support twice and chatted with a support agent for over a hour each who eventually disconnected me TWICE. I then called and spoke to a live agent who said that they will call back. They never did. I then requested that an agent call me back but please read my case. She did call but never read the case before hand. I felt that after 3 hours of getting no where someone would read the case in advance so we didnt have to spend another hour explaining that my DVR just didnt work. I asked to speak to billing since I am paying for something to this day still does not work and I am paying for. I was told That he would call me back in an hour to see how I made out. He transferred me to another department who picked up the phone, waited and then hung up. Since I have thousands of dollars invested in Arlo equipment I am just looking to get the service that I am paying for and to be compensated for the time that it did not work and possibly something for all of my time away from my family talking to people who disconnect, dont call back and then hang up. ***

  

  Business Response

  Date: 02/14/2025

  Hello ***,  
  
  Good day! 
  
  This is Jocelle from the Arlo ************* Team.

  I want to convey to you our sincere apologies for the inconvenience you have experienced with your CVR plan and the unexpected service you received. 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 compensate you for the inconvenience.

  I have created case number ******** as your Arlo case reference. We will be contacting you tomorrow to address your concern.
  
  Thank you and have a great day! 
  
  Kind regards,
  Jocelle V.
  ************* Advocate
  ******************, Inc.

• Initial Complaint

  Date:02/13/2025

  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 contacted Arlo customer support via chat 2/11/24 because I upgraded the app and noticed very quickly the interface was clunky and unintuitive, additionally I was experiencing rapid battery drain because cameras were triggering constantly (>500 in a few hrs), despite no change to motion sensitivity settings. I also noticed a $20 charge to my card, unexpected since the subscription was previously only $12.99 a month. After attempting to discuss this via the customer support chat, they werent understanding me to due a pretty severe language barrier so I requested a call back from a US ***resentative at 5 PM PST that day, which I never received. Today 2/12/24, I received a message saying they tried calling an entirely different number than the one I provided. I then opened a new chat session and they said someone would call me at 4 PM PST, which I again never received. After over an hour of waiting, I opened a new chat session and spent a long time trying to tell the ***resentative I want to talk to someone in the ** on the phone. After 30 plus minutes, an oversees *** called me but neither his nor his supervisor can restore me to the previous subscription rate for life or ***lace my cameras despite being ruined from new app update. At this point, I just said I want to return my cameras to Arlo and want a full refund for the 3 cameras and base station ($423.99). This did not sound possible so now I am contacting Arlo via BBB in the hopes of connecting with a US ***resentative to help resolve this.I have been a loyal Arlo customer since the first generation, back when we had 7 days of free cloud storage. But now the fees are getting out of control and I just dont believe the $20 a month is worth it. At this point, I would like to return the bricked camera system (owned 2 years) and get a refund. I would likely still keep my Arlo system but after contacting the customer support (or lack thereof) team, they seem to have no interest in retaining me as a customer.

  

  Business Response

  Date: 02/13/2025

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

  Customer Answer

  Date: 02/14/2025

  I am rejecting this response because in the recent correspondence Ive had with Arlo, the only offer Ive received is a free subscription for 3 months. This does not rectify the fact that the new app has hurt my cameras battery life and is an overall downgrade in UI usability. They have said they are not willing to provide a refund for the products. In the spirit of good faith compromise, I proposed they replace my 3 Arlo cameras which were impacted by the update and provide a 1 year free subscription to help defer the higher monthly subscription cost. I have not received a response yet if they are willing to provide this as a remedy. 

  

  Business Response

  Date: 02/14/2025

  Hi *****,
  
  
  My name is Amps, a Customer Advocate at **********************. I am reaching out to you to address your concern.
  
  
  I am the same person working on your case and  we have arranged another call that you will expect on Saturday.

  
  Thank you for doing business with us.

   

  Amps S.
  Customer Care Advocate
  **********************, Inc.