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:05/02/2025

  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.

  Last year we cancelled our account with ******************. We did not receive a confirmation email before we deleted our online account access. We are still being billed. We have tried to contact them with no luck. They keep directing us to our online account even though we have said several times that we no longer have access. Their website does not have a customer support # nor is there an address listed on their website. We tried to use the instant message feature but we seem to be only getting BOT responses. We just want our account closed, the charges to stop and a refund for the monthly fees they have taken from our account since the beginning of the year.

  

  Business Response

  Date: 05/02/2025

  Hi *****,
  
  Good day! 
  
  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. 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.
  
  Id be happy to assist you with your cancellation and refund request. Please provide the email address associated with your Arlo account.
  
  Your reference case number is 44795382.
  
  Thank you for choosing Arlo Technologies Inc.
  
  Sincerely,
  
  **** ****** *.
  Customer Care Advocate
  **********************.
  
  

• Initial Complaint

  Date:05/02/2025

  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.

  Purchased and added onto my Arlo security system SOLELY based on the 7 day free cloud plan. No subscription needed. This system fit my needs as advertised until they recently changed the plans and now my security system is rendered useless unless I am watching it live 24/7. This is not what I purchased and is a classic bait and switch. It is my belief that the product I purchased and decided upon due to free basic features should stay that way through the life of the product while I own it. I bought and utilized Arlo strictly for the free plan that afforded me a continuous 7 day cloud storage. That is what was advertised. Previously (and as advertised) when the system was armed, ANY movement would be captured in short segments and saved for 7 days to allow saving / sharing any events that may have taken place. The free 7 day cloud storage was the ONLY reason I purchased the Arlo system. It has now been removed by Arlo and thus, this is fraudulent for me as the consumer. They can either restore my original free plan, or accept return of my equipment and refund so that I may purchase a different system from another company.

  

  Business Response

  Date: 05/02/2025

  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 today, between the hours of 11:30 AM to 1 PM CST. 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:04/29/2025

  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 tried last year to ***** the plan, I contacted support and ******. They never canceled it. I called multiple times, emailed a year ago. They have been taking money from me even when I tried to chance for two years now. They literally will not stop the plan and wont respond to my emails or calls or even ****** until the last day which didnt give me time to respond so the case was closed. Good move Arlo to wait until the last hours to respond. Shady business practice I want all of my money back, for the device and subscription. . As I paid for a device that worked for I dont even think a year, and have paid for the subscription for 3 years now!

  

  Business Response

  Date: 04/30/2025

  Hi ****, 
  
  Good day!
  
  My name is Jessa, 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 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.
  
  I look forward to your response.
  
  Thank you for doing business with us.
  
  For your reference, here's your Case# 44788623.
  
  Sincerely,
  
  ***** *.
  Customer Care Advocate
  ******************, Inc. 
  

• Initial Complaint

  Date:04/29/2025

  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 bought the Arlo system years ago specifically because it didnt require a subscription and it was marketed that way. Now they are going back on their word and making you pay for a subscription. If they are not goint to perform as advertised its false advertising and i want my money back so i can replace it with one that doesnt require a subscription.

  

  Business Response

  Date: 04/29/2025

  Hi *****,
  
  Good day!

  My apologies for calling you unannounced earlier.
  
  I truly understand how frustrating it can be when a product youve invested in reaches the end of its service life. While we design Arlo devices for long-term use, the pace of technological advancement can outstrip even the most forward-thinking planning. As software, security protocols, and infrastructure evolve, once cutting-edge devices can become incompatible with new standards.
  Please rest assured that this decision is rooted in our commitment to your safety and data security. As threats continue to become more advanced, older devices may no longer be able to support essential updates to maintain system functionality and protection.
  
  As discussed, a separate email will be sent shortly containing the necessary details under Case Number 44786515.
  
  You may locate the case from your inbox and reply by tapping the "Update Case" button in the email, or by reaching out to us directly through the Arlo portal.
  
  Thank you for choosing Arlo Technologies Inc.
  
  Sincerely,
  ***** ******
  Customer Care Advocate
  **********************.

• Initial Complaint

  Date:04/25/2025

  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.

  Today, 4/25/25, I have 4 separate pending credit card charges from Arlo Technologies. The amounts are $91.88, $91.16, $197.89 and $19.99. We have had Arlo for several years and have regularly been charged the monthly fee. Within the last 30 days, we were forced to purchase 6 new cameras, as they stated that our previous ones did not work. We spent over $630 doing the replacement, only to find that we needed to make a whole new subscription purchase. Today, when trying to identify what was happening, I spent 2 Hours and 20 Minutes talking to different individuals that absolutely couldn't tell me anything. How can 4 transactions be pending on my card and you cannot tell me what they are for. This is absolutely horrible and needs to be addressed right away.

  

  Business Response

  Date: 04/25/2025

  Hello *******,
  
  Good day!
  
  This is Lily 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. 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 reviewed the case related to your concern. I would like to apologize that your concern hasn't been resolved yet. 
  
  I have created case number ******** as your Arlo case reference. I will be contacting you within the day to address your concern.
  
  Thank you and have a great day!
  
  Regards,
  
  **** *.
  Customer Care Advocate
  ******************, Inc.
  
  

  Customer Answer

  Date: 04/29/2025

  This morning, all authorizations that were pending on my account, posted as charges.  I got the runaround again twice over the weekend, with technical assistance giving me a call and going through all of the same steps as I did in 2.5 hours of calls on Friday.  This is absolutely ridiculous that you cannot find the 4, unauthorized charges pending on my account, which have now resulted in charges of over $400.

  

  Business Response

  Date: 04/29/2025

  Hello *******,
  
  Good day!
  
  We've been trying to contact you Since April 25, 2025, but were unsuccessful to reach you. On Saturday, April 27, 2025, my colleague was able to get a hold of someone when we called **************, but we were told that we are calling a wrong number. 
  
  We would like to assist you on this matter. Kindly respond and update the case ********, for us to assist you further. 
  
  Thank you and have a nice day!
  
  
  Regards,
  **** *.
  Customer Care Advocate
  ******************, Inc.
  
  
  

  Customer Answer

  Date: 04/30/2025

  Their response is incorrect as I spoke to someone on 4/25, 4/26 and again on 4/29, each time at length and with no resolution.  I spoke with a person named Jessa on 4/29 who told me she would return a call

  ro me within 24 hours which has now passed.

• Initial Complaint

  Date:04/25/2025

  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.

  see Attached document

  

  Business Response

  Date: 04/25/2025

  Hello Charlotte, 
  
  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 billing. 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. 
  
  Charlotte, 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 44778564 as your Arlo case reference. I will be contacting you today to address your concern
  Thank you and have a great day! 
  
  
  Kind regards,
  ******* *. 
  Customer Care Advocate
  **********************. 

  Customer Answer

  Date: 04/28/2025

  
  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,
  
  Charlotee *******
  
   
  

• Initial Complaint

  Date:04/23/2025

  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 bought six Pro 2 cameras, set up station, hardware, and pay monthly fee to view camera activity. Since the recent Arlo website upgrade, I've been unable to view activity as website times out or doesn't load. I created case ******** for support and was informed my cameras are end of life and would not provide me any support. I paid $800 for these cameras five years ago and pay monthly fee and customer service rep ****** would not provide me any help. In writing, she stated she would ship me 6 new replacement Pro 2 cameras and RA number to return other cameras. The very next day my case was updated that they were now not shipping me any replacements even after informing me in writing that they would so they lied. These cameras were expensive and are not that old and now I'm unable to view my activity on my cameras to protect myself and my home. How can a business not provide any support for their own expensive products? Even as I continue to pay monthly to view my activity and I only get a spinning circle in live view and it often doesn't load? Not every customer can afford $800-$900 every 4 or 5 years for new cameras and they should provide help/support for their paying customers for their own service. And how can they lie and state they would ship me replacements and then change their mind the next day? Their only solution to their own defective cameras or technical difficulties with their new website is to recommend customers buy all brand new cameras? That is what ****** suggested to me after informing me Arlo would not help me, a paying customer, with my technical support problem. And then they lie about replacements. I believe I was scammed to spend all this money and then they refuse support or replacements due to "end of life" after only five years? Unacceptable to treat customers this way and I am so completely upset spending all this money for cameras for my protection that do not work on their updated website and they refuse any support!

  

  Business Response

  Date: 04/23/2025

  Hello *****,

  
  Good day!

  
  This is ****** from Arlo ************* Team, and 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. 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. I will reach out to you during our business hours, from 6AM to 6PM PST. If you wish to be contacted at a different date and time, please let us know by responding to the case.

  
  Please be informed that for refunds, the device should have been purchased directly from ************************** within 30 days from the original shipment date. However, you may check the reseller where you purchased the device to learn their return policy.

  
  Our responsibility as the manufacturer is to provide Technical Support and replacement to our valued customer who is still within the warranty.

  
  Thank you for choosing Arlo Technologies Inc.

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

• Initial Complaint

  Date:04/18/2025

  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 have a security system from Arlo, installed at my home that consists of a Base Station and three pro cameras. Arlo recently announced end-of-life for some cameras, but clearly states that they should still be connected and can do live streaming using the base station. However, since then I have just not been able to connect my cameras to the base station even after resetting and trying all possible means. When reaching their customer support, they are just trying to sell new cameras instead of helping. It seems a clear tactic to forcefully compel customers to buy new products, by disconnect existing ones instead of relying on new features and product quality. This is a huge concern, and Arlo should not be allowed to perform such actions.

  

  Business Response

  Date: 04/18/2025

  Hello Santosh,
  
  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 devices that were already at End of Line. 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:04/17/2025

  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.

  Problem 1: In 2024 Arlo ***eatedly sent notifications for me to upgrade from the no fee basic service for 5 cameras that were outdoors. It was relentless and I accidentally did it only to learn that the upgrade was 1. more difficult to use and 2. provided photos that were 1/2 the size of what I had previously. Upon calling Arlo immediately I was told that they could not go back to the prior program. I had to stay with the upgrade that mandated a subscription. Because I could not get out of it and the subscription made me eligible for >5 cameras I connected my Pro 2 cameras inside the house and one outside giving me 6 outside and 4 inside. I am now paying $18/month for the subscription that is supposed to let me speak to an agent for Customer Support. But it does not provide Customer Support with a live agent and there are no phone numbers to be found. Problem 2: When I had the old system that they refused to let me go back to - and I know they still have it because a friend just got Arlo 1 week ago and has the old system at no cost, 5 cameras and ability to download videos into her i-phone. But now I am paying about $18/month with NO ability to reach a CS *** and just learned that I cannot download videos that I have taken. I can only "share" the video and they are removed within 24 hours with no ability for me to copy and use them.

  

  Business Response

  Date: 04/17/2025

  Hi ********,

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

  I am reaching out in reference to your BBB Complaint #******** concerning the support centre of our Arlo App and dowloading the videos from your Arlo app feed. We sincerely apologize for the inconvenience caused by our product(s) and service(s) and would like the opportunity to improve your experience.

  Iwill call your provided contact number within 24 hours to discuss this further.

  Please let me know of your availability so I can schedule a call at your convenience.

  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, ********, as the subject.
  Thank you and we appreciate your business.

  
  Regards,
  Amps S.
  ************* Advocate
  *************************
  ****************** USA

• Initial Complaint

  Date:04/16/2025

  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 cancelled my account and subscription about 6 months ago but have still been charged the monthly base $8 fee since. Arlo does not have any type of customer service from what I can tell. I have logged a comment in the community forum but have not seen a response. The only other option I see is to cancel my credit card.

  

  Business Response

  Date: 04/17/2025

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