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:04/16/2025

  Type:Billing 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 canceled my Arlo subscription over a year ago (April 2024). However, for the past year I have been charged a monthly subscription fee for a service/subscription that does not exist. I log onto my profile, there are no subscriptions listed. It says you are not enrolled in any subscriptions, which is correct. However, still charged every month.I have tried many times to reach out to Arlo to get them to stop charging me for something that I cancelled and no longer even have access to, and they increased the monthly fee from ***** to 19.99!Every time I try to reach out now I am getting told that I do not have access to live support from an agent because that is for customers with subscriptions only. Absolutely absurd. The chat function will not help me either.

  

  Business Response

  Date: 04/16/2025

  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 your account, and no subscription plan is active.
  
  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.
  
  

• 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.

  Last year I was charged one hundred dollars for what was supposed to be a lifetime plan as Im a senior. Well guess I was lied to get my money because as of yesterday my app shows NO PLAN. I guess thats the only way you can make money by lying to your ************ in the process of going with another company one that will respect me enough not to lie to me.

  

  Business Response

  Date: 04/16/2025

  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 delayed resolution of the issue youve reported with the subscription plan. 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. 
  
  *****, 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 a case number ******** 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
  **********************. 

• Initial Complaint

  Date:04/16/2025

  Type:Order 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.

  Paid for subscription and yet again it hasn't been added to my camera

  

  Business Response

  Date: 04/16/2025

  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 subscription. 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. 

  *******, 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. In order to provide you access to your Arlo account once more, I would like to assist you with your subscription.

  I have created case number ******** as your Arlo case reference. We will be contacting you within the day during NZ business hours to address your concern.

  Thank you and have a great day! 

  Kind regards,
  ***** *.
  Customer Care Advocate
  ******************, Inc.

• Initial Complaint

  Date:04/12/2025

  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.

  10/04/2025 was the date of the transaction.$179.98 I have owned an arlo camera for some time now, The original one I had been provided ended up being faulty within the warranty period, So it was then replaced with a new one (Great), I was not there to help set up the replacement camera, so my younger brother helped my parents set up the new one, with a new email ********************** (my current subscription was still ongoing but no longer in use) I cancelled the subscription, felt it was strange to not receive an email confirming it but saw the date had said (expires 27/07/2025) So I felt that the job was done, why bother messaging to get a confirmation ********** forward a few ********** now see an email saying there was an error with the payment,Please log in to your account at ***************************** and go to your subscription settings to update your payment information within the next 26 days. If we do not receive your updated payment information by then, your plan will be cancelled, and you will lose access to ************** Video History, and more.I was instantly worried as I thought the subscription was cancelled? So I went in to ***************************** to try remove the card on file (through their support page it say's how to do so) - That doesn't actually work, there wasn't an option to update or remove any existing payment methods, but based on their following words, as long as I don't update my payment method with a new card, my subscription should be blank out by default after the following 26 days?Well they took the money out of the account (same card on file that wasn't even removable due to their dodgy subscription settings)So I now have 1 year subscription on a non used arlo account while we are still paying for the current account also yearly (via my brothers email address)I mentioned this to them & still refused to refund me. They just offered to give my brother a 30% discount on a yearly subscription.. Unbelievable. Not even an offer to transfer 1 year

  

  Business Response

  Date: 04/12/2025

  Hi Jordan, 
  
  Good day! This is ******* from the Arlo ************* Team. 
  
  I am reaching out in reference to your BBB Complaint #******** concerning a refund for your unused subscription.. We sincerely apologize for the inconvenience caused by this issue and would like the opportunity to improve your experience. We will attempt to contact you today at *********** within your local business hours. 
  
  If you wish to be contacted at a specific time, let me know and I will be happy to assist. 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. 

  Please note of your Arlo Case #********.

  Thank you and we appreciate your business. 
  
  Regards,
  
  ******* *. 
  ************* Advocate
  *********************************************************************

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair 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 have had an Arlo Security account for years with no issues. In January, we were notified of a monthly fee increase from ***** to *****. We were also offered an annual contract. I approved that offer and ****** was removed from my bank on 1/16. Despite paying the annual, I continue to have ACH drafts on 2/19 and 3/19 in the "new" monthly amount of *****. I have tried multiple methods to ask for customer support including chat on the support site and comments on ******** group account. I am told that I do not have an account and cannot ask for a call. As I have paid, this is frustrating. I plan to contact my bank to stop future withdrawls and ask that they reverse my duplicate payment. I am certain that a phone call could have resolved, but does not appear an option. I welcome a call to my cell phone provided.

  

  Business Response

  Date: 04/10/2025

  Hi ****,
  
  Good day!

  I want to extend our sincere apologies for the inconvenience youve experienced. We understand how frustrating this situation has been, and I want to assure you that this is not typical of the service we strive to provide. At Arlo Technologies Inc., we take great pride in delivering excellent customer experiences, and were committed to ensuring your next interaction with us is handled smoothly and professionally. We truly value your feedback as it helps us monitor and improve the quality of our products and services.
  
  As we talked about over the phone, please expect a callback on April 11, 2025, between 1:00 PM and 5:00 PM CST to address your concern.
  
  For your reference, the case number for your BBB complaint is 44745370.
  

  Thank you again for choosing Arlo Technologies Inc.
  
  Sincerely,
  ***** ******
  Customer Care Advocate
  **********************.

• Initial Complaint

  Date:04/07/2025

  Type:Billing 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.

  My not for profit company is being charged $19.99 per month for services that I did not sign up for. Also, it involves storing video or photo images in the Arlo cloud - we are running a shelter for unhoused people and this is a violation of their privacy. I cannot find a telephone number to speak to a live agent, the # for Canada is not reachable from the **, and their ChatBot said I am not eligible to speak to a live agent. I need to cancel this subscription and potentially recoup the monthly funds that I never signed up for.

  

  Business Response

  Date: 04/08/2025

  Hello *****, 
  
  Good day! 
  
  This is **** from Arlo Customer Care. 
  
  I would like to convey to you our sincere apologies for the inconvenience you have had with the charges on your account. 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 and 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 and service in the industry. I would like to get in contact with you to make the best attempt to regain your confidence in our company and provide a solution to your problem as soon as possible.
  
  I've created case number 44740194 for your Arlo case reference. I will be contacting you within the day to address your concern. We can talk about the issue with the charges on your account. 
  
  Thank you and have a great day! 
  
  Kind regards,
  
  **** *******
  Customer Care Advocate
  ******************, ****

• Initial Complaint

  Date:04/06/2025

  Type:Billing 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.

  Case Number ******** This is the second time I have been overcharged in the amount of $21.39.I request a credit in the amount of $21.39 for the months of February and March 2025 as I have already paid for the year in the amount $103.08

  

  Business Response

  Date: 04/07/2025

  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 our Support channel and the subscription that was charge to you. 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. 

  Marrita, 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. In order to provide you access to your Arlo account once more, I would like to assist you and handle your refund request.

  I have created case number 44737579 as your Arlo case reference. I will be contacting you within the day during US business hours to address your concern.

  Thank you and have a great day! 

  Kind regards,
  ***** *.
  Customer Care Advocate
  ******************, Inc.

• Initial Complaint

  Date:04/05/2025

  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.

  I bought 2 Arlo smart doorbells, (non wired) one in 2021 and the other in 2922. I recently upgraded to a new wifi router and cannot get the answer doorbell to connect to the new router. Also sometimes the smart doorbells didn't capture movement. I've been able to track Arlo once by telephone but the call was disconnected while waiting for a representative to connect, after 59 minutes, and cannot reach them again via phone. I've tried to reach customer service thru the website for assistance, cannot do so. I'm really disgusted with this product and their services.

  

  Business Response

  Date: 04/05/2025

  Hi *****,

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

  
  I am reaching out in reference to your BBB Complaint # concerning 23165714 . 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 within 24 hours to discuss this further. 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
  *************************
  Carlsbad, CA ***** USA

  
  

• Initial Complaint

  Date:04/05/2025

  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.

  I contacted Arlo with an issue because of the LA fires they told me that they will be able to replace it. Arun agent at Arlo said there would definitely be approved and that they just needed to send this to the senior advisors because this was a part of the process. Now the senior advisors are reaching out to me and telling me that they cant do anything, and that they will not replace them for some reason, even though their agent promised that they would.

  

  Business Response

  Date: 04/05/2025

  Hi Arya,
  
  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.
  
  Thank you for choosing Arlo Technologies Inc.
  
  Sincerely,
  
  **** ****** *.
  Customer Care Advocate
  **********************.
  

  Customer Answer

  Date: 04/05/2025

  I have a conversation going on with the case number of 44716226. I am not accepting a discount like I mentioned since the agent told me that these 5 items would be replaced free of charge.

  

  Business Response

  Date: 04/05/2025

  Hi Arya,
  
  Ill be more than happy to process a replacement for your units, but I first need to verify the serial numbers registered to your account and confirm how many Arlo devices are affected.

  Thank you.

  
  Regards,
  
  **** ****** *.
  Customer Care Advocate
  ******************, Inc.
  

  
  

  Customer Answer

  Date: 04/10/2025

  Hi ****,

  Thanks for getting back to me! I need these replaced since they were lost in the LA fires and your agent **** told me that you guys were doing so. I lost 5 items. the Arlo Ultra 2, Ultra 2 Smarthub, Arlo Pro 5S 2K, the solar panel charger, and finally the yard sign. 

   

  Thanks **** and have a great day!

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair 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.

  My Mother ***** Case is 95 years old. She bought the camaras for security and for us to be able to keep eye on her to make sure she is not on the ground or floor needing help She bought them around Christmas of 2023. We have had nothing but trouble from them from the camaras being hacked and then only working 3 or 4 months after that problem was resolved. Talking with their support people they would make promises to send new camaras but then would send batteries that did not work, chargers that would not charge but they would promise to send camaras but then would not send them and just another charger. The multiple calls took up much of my time while visiting my mother as I live 2-3 hours away. We continued to just get promises the the last time it was going to 1 camara instead of the 4 we needed. We never received this last one at all. It has now been over a year and they have just dragged it out now for over a year. i am tired of dealing with them and would like my 95 year old mother to get her money back. I have waited DAYS on this company and the frustrating camaras and their customer service!!!! BEWARE if you are considering purchasing anything from this company!!!

  

  Business Response

  Date: 04/02/2025

  Hello ****, 
  
  Good day! 
  
  This is **** from Arlo Customer Care. 
  
  I would like to convey to you our sincere apologies for the inconvenience you have had with your Arlo 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 your feedback helps us monitor and maintain the quality of our products and 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 and service in the industry. I would like to get in contact with you to make the best attempt to regain your confidence in our company and provide a solution to your problem as soon as possible.
  
  I've created case number 44726379 for your Arlo case reference. I will be contacting you within the day to address your concern. We can talk about the issue with the devices. 
  
  Thank you and have a great day! 
  
  Kind regards,
  
  **** *******
  Customer Care Advocate
  ******************, ****

  Customer Answer

  Date: 04/03/2025

  
  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,
  
  **** Case