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 Support

  San Jose, CA 95134-2028

• 

  Arlo Technologies, Inc.

  293 E Concord St Orlando, FL 32801

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:08/09/2025

  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.

  Complaint Details I have been a paying **** Secure subscriber and have been locked out of my account for nearly a month due to multiple failures on Arlos side to process my email address changes correctly.Timeline of events:My account originally used [email protected] changed it to ************************ (primary email at the time).Concerned about possible hacking of my Gmail, I attempted to change it to **************************.Arlos system incorrectly saved it as **************************** so the verification email never reached me.This caused the lockout, which has lasted for approximately 34 weeks.I contacted Arlo support multiple times, spoke to Tier 2 on 34 occasions, and was promised a callback that never happened.Tier 2 confirmed the Gmail address I entered never appeared in their system, proving the failure was on Arlos ******* payment for the new month declined yesterday, but I was a paying subscriber during the entire lockout period and could not use the service I paid for.Resolution requested:Immediate manual correction of my account email from *************************** to ************************** so I can regain access to my cameras and subscription ************* numbers: ********, ********, ******** Desired outcome:Immediate restoration of account access.Confirmation in writing that the account email is now correct.Assurance that my subscription will resume only after I can access my account.

• Initial Complaint

  Date:08/04/2025

  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.

  I had problems with the **** Camera firm customer ********************** since I started a paid service with them 3 years ago. In October I cancelled my service but they continue to bill. It is very difficult to contact them as they contract out their support services and change the contact numbers. They expect you to go through their app which shows I have no cameras under my name. Because everything is done by phone calls, I have no documentation. This is a fraudulent company

• Initial Complaint

  Date:07/28/2025

  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.

  My mother, ***** ******, who is in her 80's. Had an issue w/her 3 **** cameras, one of which she paid to for a service? So she called them. They gave her the option of paying $300 for what they thought "might fix it, no guarantee. When she said she didn't want to spend more money, they offered her $100 off for being such a great customer. She said she still thought it wasn't a for sure thing and would like to discontinue the service. He then said that would cost her $50 to shut off her service? She agreed because she felt it was the only option. This wasn't a subscription and there were no contracts, when i contacted ****, see chat transcript. they told me there is no $50 charge to discontinue, but they couldn't give her the money back. She has since emailed them regarding this charge and hasn't heard back from them.Could you persuade them and remind them of their policy and return her $50, Thank you for your time.

• 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.

  I own **** Pro 4 cameras, which are part of my outdoor security system. I received a message on two of the cameras that a firmware update was available. The cameras are inoperable until the update is completed. Any attempt to update the cameras resulted in an endless loop, of saying it needs to update, the update is in progress and a failure to update. Upon contacting Arlo support, I was told I had to unmount each camera, delete them from the App and re-add them to the App after manually resyncing them. Yes this works but it is NOT a permanent or practical solution. Upon checking the **** Community Support forum, I see it is a problem with many other versions of their cameras, not just the Pro 4. And the company thinks this workaround is an acceptable permanent solution. Consumers are angry, frustrated and disgusted with this lack of accountability. Please contact the company to push for a permanent fix to this issue, as it is impractical. It affects a lot of consumers. When I expressed these sentiments to Arlo Support, they ignored my complaint. Thank you.

  Customer Answer

  Date: 08/29/2025

  Same complaint by users of an ************************  

• Initial Complaint

  Date:07/02/2025

  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.

  While I was away, my security alarm went off. Fortunately, everything turned out to be finebut when I reached out to your team for clarification and reassurance, the service I received left me feeling far less confident in the protection your system is supposed to ********** no point during the call did your representative offer any real reassurance or clarity about what had happened, or whether my home was safe. Instead of feeling protected, I left the conversation feeling even more uncertain about the security of my *********** make matters worse, I was told that in order for your team to better assist me in the future, I would need to purchase additional equipment. Suggesting an upsell in the middle of a moment of vulnerability is, in my opinion, perverse and deeply inappropriate. A security service should first and foremost make customers feel safe and ********************************** during or after a potential emergency.I then received an email on 6/29/25, asking to provide an update to my original case. I have tried multiple different ways to update my case to no avail. I even tried reaching out to support, which also didn't work. This is beyond ridiculous. I hope you take this feedback seriously. I am expecting a response from someone with the authority to address this issue, make it right, and explain what steps your company will take to improve both your alarm response procedures and the quality of customer **********************.

• Initial Complaint

  Date:06/29/2025

  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.

  **** sold me a camera system with a base hub to record videos for security sake. The system is exorbitantly expensive, but it worked well and these were recommended. Since their free trial of cloud storage ended I've had performance problems with them. I bought a base hub that **** recommended using since I do not have a subscription for cloud storage. (Cannot afford ongoing payments).They recently updated the app again and changed settings that are difficult to find,& this time they gave a "free" month of all features. Since that month expired half my cameras on the app aren't showing the still shot of the last recording, only a black screen, & the cameras are working and recording etc. It's the app that's not working right. My video library also won't come up in the app. When I try to get any support for the app or system they tell me I don't qualify for this support since I am not paying a subscription fee. That is not ethical in my opinion. The articles they push as help do not fix these issues (that **** seems to be controlling via the app, which changes often during forced updates). This company is continually pushing subscriptions on its users instead of allowing what was purchased to work without a subscription to actually work. No actual support, they are losing (lost) respect and viability as an honest company that cares for their customers. My cameras and the app to view them should work! ( I know others with older cameras who are being forced into subscriptions for end of life of their cameras even tho they work fine) They shouldn't be aged out because the app says so). Cameras should not be rendered inoperable via an app because they want you paying fees indefinitely. I did not buy this system having to purchase an ongoing subscription to operate it, or to be disposable usage or rendered worthless, this was supposed to be my security system. I just want my system to operate and continue to as long as I own it in as it was advertised when I bought it.

  Customer Answer

  Date: 07/22/2025

  Have not heard anything from **** on this. I have No access to my library in the app since filing. Not even occasionally. All I get is no events or 'error, **** is working to fix this' messages (which has been ongoing for years!).

  This is not good service or quality as promised for their product. I paid nearly $1000 for this system and have been fighting this issue since. It does me no good when I can't look at my library.

  Customer Answer

  Date: 07/22/2025

  I would not consider this a "warranty" issue. This is a functions promised and not performing issue, with their app controlling the outcome. The system seems to be all app controlled. When in their trial cloud based it all works perfectly. When they ended the trial, they took away functions that were to remain for normal hub based use. (The hub also killed at least two of my then newly purchased micro SD cards when formatting, it fried them.)

  My suspicion is they are pushing for subscriptions to anyone without one and purposefully not allowing those systems to function as they should. I purchased their suggested and sold work around base hub (instead of cloud) and since myself and others are having the same glitches/malfunctions when not on the trial cloud periods. On going issues and no fixes. 

  I can't imagine a company wanting to slit their own throats so to speak, just for wanting a few more subscriptions. They sold the hubs to work without a subscription, now they want those customers to buy subscriptions too.

  That's not right.

• Initial Complaint

  Date:06/25/2025

  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.

  I am writing to file a formal complaint regarding deceptive and unfair business practices by Arlo Technologies, Inc.I purchased a set of **** cameras in 2018 with the understanding that these devices included free cloud-based video access and motion-triggered recordings, as advertised at the time. I have attached an image of my original purchase receipt for ************ 2022, **** announced a policy change that threatened to remove these core features. I, along with many other loyal customers, was informed that I could pay a one-time support fee to retain continued access to my cameras and features. This was explicitly communicated as a lifetime payment, with no future fees required.Reluctantly, I paid that one-time charge in good faith. Now, **** is reversing that commitment by once again attempting to force me into a monthly or annual subscription plan in order to access basic camera functionalitynamely, viewing and storing video footage. The cost of these new subscription plans is not trivial and directly undermines the assurance I was given.This feels like a bait-and-switch tactic, and I am not alone. Online forums and complaint boards are filled with similar stories from other customers who feel **** has broken its promises.I am requesting that ****:Honor the original lifetime support commitment I paid for in 2022.Restore full access to my video recordings without requiring an ongoing subscription.Cease deceptive marketing practices involving future-proofing through one-time fees that are later revoked.Please let me know if you require further documentation. Thank you for your time and consideration.

• Initial Complaint

  Date:06/21/2025

  Type:Order 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.

  My cameras were remotely modified to remove functions I paid for. I have attempted to contact for support but each time they are requesting I pay extra monthly fees for something I have already paid for.

• Initial Complaint

  Date:06/15/2025

  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.

  Over the past six months, Ive emailed **** regarding canceling service, but they continue to respond with promises with no action. They also continue to charge me monthly.

• Initial Complaint

  Date:06/07/2025

  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.

  Own 4 **** cameras. Cannot get any support. No phone number to call. When go through the app to start a chat or request a call, no one ever gets back to me. Have tried a dozen times. There should be a way to reach them, after all, I spent money on their products and pay a monthly subscription to them!