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Business Profile

Computer Hardware

Eero

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Hardware.

Complaints

Customer Complaints Summary

  • 20 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/09/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    A person was using my email address without my permission for their Eero account. When I contacted support to get it removed, any details I gave stating that my email address was being falsely used and I wanted the account removed or my email address removed from their system, I was told I just needed to verify my email address and in the same email the support member, *****, gave me the account holder's phone number without any proof that I was who created the account. This is gross negligence of someone's PII.

  • Initial Complaint

    Date:03/24/2024

    Type:Product Issues
    Status:
    Unanswered
    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 purchase an Eero+ subscription. The features included with the subscription do not work. I have contacted their technical support on this numerous times and their support agrees that the features do not work. Their support has told me to ask for a refund, however, the business refuses.

  • Initial Complaint

    Date:02/02/2024

    Type:Product Issues
    Status:
    Unanswered
    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 an used EERO ****** from ***** When I tried to register on my account it said it was already registered on another account. I contacted ********************** support via email which told me to call. I called and the person on the phone was difficult to deal with and did not resolve my issue. I bought a used device, I have no ways of contacting the previous owner, I need to get this registered into my account. The device serial number is *******************. My account email is ******************* and account phone number is ************.

  • Initial Complaint

    Date:01/27/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 6 pro security is behind a paywall called erro secure plus. On 1/14/2024 my eero was attacked and penetrated, infecting multiple between camera devices and recording hardware which are no longer functional.I have logs from my ISP showing the security issue is specifically with the eero which the attackers targeted.After seeing security warnaings about my eero from my isp, I contact eero support to try to resolve. Representative have provided no relevant info to try and help resolve. Instead they just pushed their eero secure for 100/year.I have now signed up for this as a promotion but cannot cancel without being charged it seems.I need to terminate all association with this company, including this eero secure paywal which doesnt help keep their devices safe. My eero is still being attacked and their secure plus service has proven to be useless. They have literally offered no up to date security which is effective. Please help eero remove secure plus from my account without deleting everything completely.

  • Initial Complaint

    Date:12/19/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 subscribed to the eero service for 99 dollars a year. They have created an impossible system for users to terminate their service. It's not even difficult to prove this. You ****** find any way online to end their service, everything will direct you to the app. In the app you only have access to 'delete all account data' which then tells you that it will end all service benefits. I performed this months ago. Today I was charged 99 dollars. I attempted to call their support line and they told me that they could not find my account. I told them that I was looking directly at an email with the charge and that I could see the charge in my bank account. So they have a way to charge me and email me so they should have an account to find the charge. After sitting on the phone with them for awhile they began to ask me odd questions (like my home address). This should not be a matter ending my service with them. It's clear this business has created a way to obfuscate the means for users to end their service agreements with them.

  • Initial Complaint

    Date:11/13/2023

    Type:Product Issues
    Status:
    Unanswered
    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 got a EEro router from Amazon and suddenly does connect to WIFI.Troubleshooted but still have same issue please refund $316.94

  • Initial Complaint

    Date:07/15/2023

    Type:Product Issues
    Status:
    Unanswered
    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 an eero pro 6e from the company on 2/20/2023 and paid almost $469.15. The device turned out to be defective. I have called and talked to the company many many times and have spent hours and hours. They are not willing to give me a refund or honor their warranty claim for a defective device.

  • Initial Complaint

    Date:04/28/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    email on account is *********************** i need to get these ports open 16500-65000 RTP UDP to ***g i added to port forwarding and i called in and get back service and people that dont even undderstand me i have ***** ccna cert behind me also also i get the error telling me poert in use i need these open to *** these open using udp other *** will not work at all

  • Initial Complaint

    Date:03/30/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    The units were purchased just over a month ago. In the last week, the units dropped in responsiveness. At this point, I have gone through over 5 hours of tech support, of which each calls the tier 1 said they needed to talk to tier 2 support. Tier 2 support will not get on the phone directly and repeats variations of the steps of Tier 1 support. I have asked for a replacement unit to be sent instead of continuing steps in the process. The units still only communicate at 2.5 mhz and only output at 560 mbps when receiving 1gig in bandwidth. The nodes, due to reduced mhz, I assume, only output in the 125 mbps range. This is absolutely unacceptable levels for the cost. Customer support is beyond repetitive and useless. Want replacement units or refund.

  • Initial Complaint

    Date:12/06/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    6 eero pro units have been sent back to eero and the product mailed months ago (2.5) back to eero. Numerous delays with Eero and over 10 times I've been told the refund would be processed, was being processed, and that it had to be sent back to a credit card that has been closed and purged from the banks system. Assured, and saying no other refund options available, I have found out after almost 3 months that the bank has no record of the refund, another 14 business day wait is likely unless I can provide proof of the funds not being received (how do you even show nothing was provided?!), and am looking for my approx $750 back.

Eero is NOT a BBB Accredited Business.

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