Complaints

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:07/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Systems were working great 6 months later the EERO 6 ************ started experiencing disconnects. They are not able to provide a stable connection. We call Spectrum our cable company and after 3 visits of the technician and testing we had to pay $150.00 because the problem was not un their side it is the EERO mesh. Contacted EERO, we plaid musical chairs with the mesh Wi-Fi routers taking turns on which one is the main one with no success, they had me disconnect one of them without any success. We have been working for a week, and a half and they have not been able to resolve the problem. Now they want to waste more time and have me test spectrum again. They do not want to take responsibility for the issue since the devises are still under warranty. We need them to resolve this issue and their poor customer service. We need a working system

• Initial Complaint

  Date:06/15/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  On Sunday, June 8th I went to set up Eero through the app. I was offered a 2 month free trial with a choice to either pay for a full year or pay monthly after the trial unless I canceled. I went ahead and chose a year. I then noticed that eero sent me an email and had charged me for a full year immediately. I called support and spoke with Aries and I told them what happened and they told me they would fix it and I would be refunded. The charge was pending in my bank account since it was a Sunday and it had just happened. It never should have even gone through if they had actually refunded me. The charge did go through and I have contacted eero several more times and they keep saying a refund is coming but today I just got an email showing my usage for the week. How do I have usage if I have canceled? I do have an email showing I canceled the same day that I called and that the charge showed up. I have several emails stating they would refund me. They have not.

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a Eero 6+ router from **** *** on July 19 2024. It comes with a 1 year warranty from Eero. In January of 2025, the router started disconnecting from my modem. I contacted my internet service provider (ISP) and they looked at ping logs and determined that there were no outages, no loss of connections and no issues with my modem. When it happened again, I called my ISP, they reviewed the logs, again confirmed no problems and suggested I look at troubleshooting the router. When the system disconnects, the only way to get the entire house back online is to unplug the modem and router and cycle them both one at a time.
  Over the coarse of a month, I called and emailed Eero, many times, doing everything they asked me to do, over and over again with none of them working, The system continued to disconnect.
  On my final call, I asked for a replacement of the unit. I was told to take it back to **** ***. I called **** *** to find out the procedure. They said no, that it is under the manufactures warranty and they will replace the unit. I called Eero once again, they wanted to trouble shoot, I refused because there was nothing new she offered that I have not done at least twice. I told her I wanted a replacement because something is wrong with this unit. She told me that someone from that department will call me back. Someone did call me within a few hours but when I answered the phone they did not respond. I waited and no response. I received a follow-up email saying they would call me back between 9 - 11 am the next day but they did not. I called and found out that person was not even working that day. Then I was told, someone else would call me back.
  I have been getting the runaround for over a month. My entire house goes down, I can't get my pet sitter into the house to take care of my pets when this happens because it won't go back on line. I wanted a replacement. Now I just want my money back. Customer services has been terrible.

• Initial Complaint

  Date:12/02/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Annual renewal fee of $105.49 charged on November 05, 2024. I tried in good faith to cancel this account by contacting ****** eero by email. I was told they couldn't cancel the account because it was created through ****** play.I just need the account closed and the annual fee returned. I'm not able to figure out how to so I'm contacting the BBB for assistance.Thank you

• Initial Complaint

  Date:10/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Bought an Eero router over 3 years ago and started getting promo emails. Unsubscribed and thought nothing of it until next email check i noticed i was still getting emails.Did it again, no success. Did it a 3rd time and messaged the customer service department. was told it was taken care of and they would monitor to make sure they stop. 3 weeks later started getting email after email again. sometimes 2 or 3 a week. I DO NOT WANT EMAILS THAT PUSH ME TO BUY MORE PRODUCTS I DONT NEED. They have been harassing me for over a year since I started the process to halt all communications to no avail. If it continues I will be seeking harrassment charges

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Around August of 2023, I purchased an Eero mesh router system from BestBuy totaling approximately $695 so that I may have internet in a newly built home. The devices were advertised to provide Wi-Fi 6E to ********* sq ft per device. Due to me having a 3100 sq ft home, I purchased 4 of them, not including the Eero router built into my additionally purchased Ring Security Device ($283). I also pay my local internet company for 1GB of speed, a speed the devices advertise they can handle. Since my purchase, I have had extreme complications with efficient WiFi throughout my house. Throughout the year of me owning the devices, I once believed that my security cameras were working improperly, so I contacted Ring and they told me there wasn't enough WiFi getting to the devices. Throughout the year, I've also contacted Spectrum, my internet provider, due to lack of WiFi. It wasn't until two separate technicians, one from Spectrum and another from an outside source, have told me that the devices were working improperly. The technician showed me the speeds I was getting as well as the poor roaming capabilities of the devices. Despite previous contacts with Eero regarding similar issues, I contacted them again in July of 2024 so that they may help me fix the issue. I stayed on the phone with them for almost 3 hours and went through many troubleshooting attempts, which all failed, only so that they may see my documented proof of poor roaming capabilities and data speeds less than 1/10 of what I should be getting. They've told me that there is nothing wrong with the devices nor will they replace them despite their annotated proof of my troubles. I would simply like my money back since I am well past the return date from BestBuy and spent the majority of the year thinking other devices were the issue.

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Eero refuses to simply admit that my Eero router is having hardware issues. I first contacted Eero on July ******************************* an endless circle. I have been with different representatives, different managers, and nobody actually helps. I've spent too much time trying to fix it. My Eero began having issues with speed when connected wirelessly. My internet speed is 1Gbit and the eero is at 20mbps on average and I am unable to conduct a zoom call. We've done all of the troubleshooting possible and nothing fixed. When I use an old router (instead of the eero) the speeds are fine.

• Initial Complaint

  Date:07/28/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 an eero6 from the company and paid for expedited shipping on June 18, 2024. The shipper appears to have misplaced the item and on the 21st of June I emailed Customer Support asking for a refund of my expedited shipping fee, since the item was not received. The item finally arrived June 25, although I had paid for next day shipping. By this point, I had already ordered and received a similar item from a different company, so I did not need the eero6 any longer. I requested of ******* at Customer Support to return the *********************** for a full refund and he proceeded to ask me a series of questions about the order, which I answered. I have since been unable to get any response from the company. I would like to return the item for a full refund, or barring that, at least be refunded for the expedited shipping fee.

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 (8 ) eero 6 and 6E They do not work Eero offered to replace 2 of te 8 after being on with Technical support over 25 hours of my time over 17 day period. They proved that the eeros are not functioning properly and NEVER have.

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 last 2 weeks Ive been in contact with eero customer service to get an issue resolved with my internet WiFi dropping signal. Since this time, I have spoken with the highest level of tech support and been giving the runarounds on getting my issue resolved. They promise to call back and never call back and when I call them, the cycle starts over with me explaining my issued again. From my understanding, my eero 6e WiFi mesh devices are still covered under warranty but the company is refusing to replace them even when they do not have a solution to fixing the problem. I have email communications going back and forth to this company asking for me to continue to give them the date and exact time my issues occurred, even after speaking with their tech and going on over the problem as it persisted.