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:07/10/2025

  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.

  I bought the Arlo system years ago because it promised seven day cloud storage with no subscription required. Now they are going back on their word and making me pay for a subscription to view any videos my cameras record. If they are not going to perform as advertised its false advertising and I want a full refund so I can replace it with one that does not require a subscription. Or permanently reinstate the 7 day cloud storage for my devices.

  

  Business Response

  Date: 07/10/2025

  Hi *******, 
  
  Good day! This is ******* from the Arlo ************* Team. 
  
  I am reaching out in reference to your BBB Complaint #******** concerning your access to Arlo Cloud Storage. We sincerely apologize for the inconvenience caused by our products and services and would like the opportunity to improve your experience. I will attempt to call you ************** within your local business hours to assist. 
  
  If you wish to be contacted at a specific time, let me know and I will do my best to accommodate. We are open daily from 6 AM to 6 PM PST. I can also discuss this via email so, let me know what works best for you. 
  
  To respond to this email, you can send it directly to ****************************************** and use your Arlo case number, 44943992,  as the subject. 
  
  Thank you and we appreciate your business. 
  
  Regards,
  
  ******* *. 
  ************* Advocate
  *************************
  ****************** USA

• Initial Complaint

  Date:07/08/2025

  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 received a billing for annual subscription based on alleged auto renewal however I canceled my Arlo subscription more than a year ago. I went to the app and to the website to even see where they have my credit card number stored and could not find it anywhere. When I canceled the plan I started using local video storage since the Arlo cloud storage ended. Why would they start charging again for something I ended? I would like not just a refund but a removal of my credit card from their system.

  

  Business Response

  Date: 07/09/2025

  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 the Arlo subscription that wasn't canceled. 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:07/07/2025

  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 purchased an Arlo Secuity system approximately 6 years ago that was sold by Best Buy, subscription free. As of 2 to 3 months ago I started receiving notifications on the app of monthly fees of programs to sign up for within this certain time frame. I chose not sign up and pay a monthly fee, I was happy operating my camera on my own. Consequently Arlo has taken control of my camera, not allowing me to receive any notifications of any violations to the area, any recordings, I can only view a live screen on my phone, which is technically worthless, unless I want to stare at my phone 24/7. Please help me !!!!

  

  Business Response

  Date: 07/08/2025

  Hi ****
  
  Good day!
  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 the hope of regaining your trust and confidence in continuing your business with us. At Arlo, we are dedicated to providing the highest-performing smart home security solutions while upholding our Privacy Pledge to protect your privacy and data. To ensure our products and services continue to meet and exceed the latest technology and cybersecurity standards, we regularly evaluate and update our offerings. As part of this process, some products and services may eventually transition to the End of Life (EOL) stage. This allows us to focus on enhancing newer solutions that deliver even better security, functionality, and performance.

  
  Please be advised that I will be contacting you tomorrow/today, between the hours of 11 AM to 12 PM CDT. 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
  ******************, Inc.

• Initial Complaint

  Date:07/05/2025

  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.

  Arlo technolgies removed my data including the serial number and email. I went in circles with an A-I bot for 2 days. They will not connect me with a live agent and double checked credit cards get repeatedly declined. Pay Pal is trying to recover service fees for services not rendered. I just want a new (WORKING) camara and service. Arlo stated that my product is under warranty however just keeps me going in circles as A-I bots are designed to do. My image is partially cut off on my PDF, not sure why. I have asked this company to call me repeatedly @ ************. I in good failth provided new good credit cards however this appears to be a scam as I am again... (DECLINED) Can you help please???

  

  Business Response

  Date: 07/05/2025

  Hi ******,

  
  Good day! This is Amps from the Arlo ************* Team.

  
  I am reaching out in reference to your BBB Complaint #******** concerning the log in access to your account: ******************* We sincerely apologize for the inconvenience caused by our product(s) and service(s) and would like the opportunity to improve your experience. I will call you today on your provided callback number to address this.

  We are open daily from 6 AM to 6 PM PST. I can also discuss this via email so, let me know what works best for you.

  
  To respond to this email, you can send it directly to ****************************************** and use your case number, 44933512  as the subject.
  Thank you and we appreciate your business.

  
  Regards,
  Amps S
  ************* Advocate
  **********************************************************************************************

• Initial Complaint

  Date:07/03/2025

  Type:Billing 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 was billed $230.13 on my credit card today. i reached out to arlo to ask what this is and they said a subscription renewal. i told them i don't have a subscription. they sent me instructions to cancel plan on my acct even though i did not sign up for it. i opened case ******** and they only told me how to cancel plan, no credit. plan starts today and runs for a year. this has not been used, was not signed up for, i never even used the web login until today. they emailed me a receipt only after i spoke with them. i need this refunded.

  

  Business Response

  Date: 07/03/2025

  Hi *******,

  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 devices and for contacting our customer service support. 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 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.
  
  I would like to still work with you on your refund request for the plan that you have canceled. I will be calling you today regarding this.
  
  For reference, your Arlo case is 44930803.
  
  Thank you for your patience and understanding.
  
  Kind regards,
  Jocelle V.
  ************* Advocate
  ******************, Inc.

  Customer Answer

  Date: 07/04/2025

  I spent over an hour on the phone with Arlo yesterday. I dont have time to sit on the phone again . Please just refund my $230.13 to my card. 

  

  Business Response

  Date: 07/11/2025

  Hi ******,

   

  Good day!
  

  This is ***** from Arlo's ************* Team. This is in response to your queries with us. We will get in touch with you to provide an update regarding this.

   

  Regards,

   

  ***** *.

  ************* Advocate

  ******************, Inc.

• Initial Complaint

  Date:07/03/2025

  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.

  Please review Arlo case #********. I am dissatisfied with the current support experience. I received a notification my front doorbell required a firmware update. However, I encountered an error message, "upgrade version invalid," which raises concerns about reliability of the update process. This situation is disappointing & needs attention. I requested contact by phone, as there was no customer service contact number provided. Unfortunately, I received a call from a representative named *********, who asked me to provide information I had already submitted online. This redundancy was frustrating, & he had the nerve to hang up on meutterly disrespectful, unprofessional, & unacceptable. After the ridiculous wait times to even get through & paying for your service, this kind of treatment is outrageous. I want to be treated with respect I deserve, not ignored & dismissed. I wasted my time submitting an online request for a customer service representative, facing an insufferable list of 18 questions & a mind-numbing wait time of over 2000 seconds! There was no way I could sit through that chaos, I jumped through hoops & submit a 2nd request for a simple phone call, waiting over 20 minutes. I finally get a call from another representativewho showed more respect than the first. Despite his professionalism, my issues were not resolved. I was informed that this is considered an "Arlo problem" affecting multiple users, with no current resolution. I was also told that my device is not defective, even though 3 other doorbells in my system successfully downloaded the firmware. I requested reimbursement due to the incomplete service & ongoing issues, this request was declined, with the explanation that the problem is a temporary "fluke." No concrete resolution timeline or alternative solutions were provided. The ************************** was insufficient, & my time & concerns are not properly valued. I would appreciate prompt & more effective support to address these issues.

  

  Business Response

  Date: 07/03/2025

  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 Arlo 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 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,
  
  ******* V
  Customer Care Advocate
  ******************, ****

  Customer Answer

  Date: 07/03/2025

  
  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,
  
  ***** *********
  
   
  

• Initial Complaint

  Date:06/27/2025

  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.

  2023 signed up with Arlo technology for home cameras. Monitor service. The company continues to renew and charge my credit card annually without my concent and will not cancel without a fee.There have been several fraud complaints filed by consumers.

  

  Business Response

  Date: 06/27/2025

  Hi *******,
  
  Good day!
  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 the hope of regaining your trust and confidence in continuing your business with us. Please be advised that based on our records you have subscribed to the Arlo Secure Multi Camera Annual Plan on 06/20/2023. We recently had an update with our subscription and your plan was migrated to the Plus Unlimited Annual Plan on 02/18/2025. The plan was renewed on 06/20/2025, which why you were charged. Please note that the plan is set to auto-renewal.
  
  Please be advised that I will be contacting you today, between the hours of 2 PM to 3 PM CDT. 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
  ******************, ****

  Customer Answer

  Date: 06/28/2025

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

• Initial Complaint

  Date:06/26/2025

  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.

  Cancelled my subscription back in February and am still getting charged. Contacted them for refund and they say they have. No record of cancellation. Now they refuse to give me a refund. Will be disputing and will be contacting law enforcement and charging them with fraud!

  

  Business Response

  Date: 06/26/2025

  Hello *****,
  
  Good day!
  
  This is ****** from Arlo *************.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your plan subscription charges. 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 the information you have shared, upon review, the plan under your account shows it was cancelled on June 26, 2025. As your Arlo Plus Single plan was not cancelled prior, you were charged for the plan price of $9.99/camera/month from the previous months.
  
  However, upon further checking, courtesy refunds for the past 5 months (February to ***** was already processed earlier today, June 26th in the amounts of $7.99, $9.99, $9.99, $9.99 and $9.99. The refunded amounts should reflect back to the same original payment method within 3 to 5 business days depending on the bank's processing time.
  
  If you have further queries, we will reach out to you during our business hours. If you wish to be contacted at a different date and time, please let us know by responding to the separate email sent to you under Case 44915833.
  
  Please respond to avoid auto-closure of your case due to inactivity.
  
  Thank you for choosing Arlo Technologies Inc.
  
  
  Sincerely,
  ****** A
  ************* Advocate
  **********************.

• Initial Complaint

  Date:06/23/2025

  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.

  Arlo has no support line, email system, or support resolution system to track a sustained outage of security service. My service went down on May 15th and I spent over a month reaching a human. I have 5 Arlo cameras and have had them for a number of years. On May 15th, which happened to be a date where we had an incident on our property, none of the cameras recorded activity and there is no recordings from any camera on May 15th. Apparently there was a systems outage. They are unable to retrieve the data.

  

  Business Response

  Date: 06/23/2025

  Hi *******,
  
  Good day!
  
  This is Jocelle, one of the ************* Advocates here at **********************.

  I want to convey to you our sincere apologies for the inconvenience you have experienced with your devices. 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 we need feedback from our customers to help us monitor and maintain the quality of our products & services.

  I would like to work with you and resolve the issues with your cameras. Please be advised that we will contact you tomorrow during your local business hours. Our office is open daily from 9 AM to 9 PM EST.

  For reference, your Arlo case is 44908605.

  Thank you for choosing Arlo.

  Kind regards,
  Jocelle V.
  ************* Advocate
  ******************, Inc.

• Initial Complaint

  Date:06/23/2025

  Type:Delivery 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 made an order on June 2nd of this year, it is very obviously lost in the mail, I contacted Arlo via an AI bot on June 15th asking for resolution, Arlo created a case number and emailed me saying they would be in contact within two business days, I have yet to hear from them. My order is lost and it seems Arlo makes customer support so that you can never talk to a person to get a resolution.I paid them for a product and ***** lost it, that is between Arlo and ****** I should get what I paid for.I would like Arlo to for one actually respond to me and to send me the product I have paid for, if they can not then I would like a refund.

  

  Business Response

  Date: 06/23/2025

  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 L.
  Customer Care Advocate
  ******************, ****