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:12/20/2022

  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.

  My company received an email order confirmation of Arlo product - which is a fraudulent charge. I am not able to reach any Arlo representative via any means; including email, phone, chat bot, social media etc...to report the fraud and get information needed from them to be able to process the fraud with a credit card company. I am not able to learn the extent of the fraud or which emails might be compromised, due to ZERO ability to communicate to a single person at Arlo about the order. They have no email, no phone number or any means to communicate. I feel bad for any actual customers experiencing issues. I am simply trying to cancel a $3k fraud order and cannot...

  

  Business Response

  Date: 12/22/2022

  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. As a non-Arlo user, this incident has no doubt caused you worry. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence.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 understand that you are concerned about an Arlo order which shows your information and some of your employees as well. This is Order# ********. I have researched about this order and it appears declined by our system. Any amount presented on the email you received should not surface or be charged at all. Please be informed that I was able to initially speak with your employee, ***********************, whose name shows as the purchaser. I shared the same information with her and left instructions to convey the same to you. It is recommended that you contact your bank and report this fraudulent transaction as well. You may also want to consider changing card information as an extra precaution.
  
  I have tried calling you earlier at the given phone number but the call went to your voicemail. Should you wish to discuss further,I would be happy to call you again. Kindly provide your preferred callback date, time and time zone for us to assist you. Our business hours are from 6 AM to 6 PM (Pacific). For reference, I have created an internal Case# ********.
  
  Thank you and happy holidays!
  
  Regards,
  
  *******************************
  Customer ************************************ ****

• Initial Complaint

  Date:12/20/2022

  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 DONT HAVE A CURRENT PLAN WITH ARLO, its impossible to contact customer service, my app allways says there is an error. I tried to contact them since long time ago because I think people from Arlo are watching me all the times in my privacy, the camera turn on automatically sometimes at night , and as soon as I look at them they turn it off . I am collecting videos of those moments as a part of proof. My wife is breast feeding and looks like this is about sick people watching them in my camera room. My account email is *************************** or ( gmail.com) I AM TRYING TO TAKE THIS FURTHER INVESTIGATION, those people who are watching know exactly that people like us dont have a chance to call customer service so they get advance of that. Every si glee night the camera turn ON , the other cameras in my house dont , just the only in my bedroom. I MEED ARLO TAKE ACTIONS OF THIS IMEDIATELY . Or I will take this further in lawsuit. I WILL NEED A COMPENSATION IN THE AMOUNT OF 2000$ for violating my privacy

  

  Business Response

  Date: 12/21/2022

  Hi *****,
  
  Good Day. 
  My name is ********, a Customer Advocate at **********************. I am reaching out to you to address your concern. Please be assured that your feedback is taken very seriously.

  
  I would also like to work with you and resolve your unsettled issue.
  Please be advised that I will be contacting you tomorrow, between the hours for 12PM to 5PM Central Time. If you wish to be contacted on a specific time, let me know and I will be happy to assist.
  
  Thank you.
  
  Regards,
  
  *****************************
  Customer Care Advocate
  **********************.

• Initial Complaint

  Date:12/16/2022

  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 purchased Arlo system while back and it was working fine. Recently I switched my iphone and cannot access my arlo system on my new phone. There is absolutely no support for issues. I regret buying this system. This company should be accountable for their products and should help the customer especially if their system stops working because of software.

  

  Business Response

  Date: 12/17/2022

  Hello *****,
  
  Good day!
  
  This is Mhikko from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experience 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 about accessing your Arlo account on your new phone. I would like to apologize that your issues were not resolved though you have reported them to us. Rest assured that we will do our best to assist you.
  
  As per checking, this online support link will help you with the steps to access your Arlo account using your new phone. Link: https://kb.arlo.com/000062582/Why-does-the-Arlo-app-say-it-doesn-t-recognize-this-device-when-I-try-to-log-in
  
  
  If you prefer doing it over the phone, please provide your best call back number and preferred call back date & time (kindly indicate the time zone as well).
  
  
  Thank you and have a great day!
  
  Regards,
  
  Mhikko G.
  Customer ************************************ ****

  Customer Answer

  Date: 12/17/2022

  
  Better Business Bureau:
  

  I would request Arlo to help the customers directly, I should not have to open a complain with BBB to get a response on Issue related to Arlo system.

  
  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:12/15/2022

  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.

  On 12/15/22 I contacted ** in customer support regarding a replacement camera arlo sent to me in 09/2022. My assigned case number is ********. I previous purchase a set of 4 cameras from Arlo 08/08/20 which is reflected on my credit card statement. I told them their Replacement camera was NOT the same model of camera I purchased and the battery did NOT hold a charge . After being put on hold many times , I was on the phone with them for one hour and 15 mins, they said there records did not show I made the purchase from them, but from ******* I told them it was incorrect, that made a new purchase from ****** for a different camera around or about July 2022 but returned it with 30 days. I have the credit card refund on the credit card statement. Although his call was NOT about previously purchased cameras it was about the replacement they sent, they accused be of returning the old camera to ******. ****** physically opened the box and checked the camera and battery and serial number to assure I was returning the original and correct merchandise. I was so Insulted and offended of this accusation. I have proper documentation they the return was legit. They continuous accused me of not have the replacment camera even though the case number back in Sept. 2023 showed A RMA and agreement to sent me the camera. As mentioned the replacement camera did NOT match the original bundle I purchased in 8/2020. The were almost double the size and the battery also large. My previous camera, which I currently have, are approx, 3 inches long by 1 1/2 2 inches wide with a square internal battery. The replacement arlo sent is approx 4 1/2 long by 2wide and a large rectangular battery (3"x 1 1/2). The customer rep continuously brought up all other issues even thought there replace camera was incorrect. I requested to speak with a supervisor and was informed he was the supervisor. This issued has NOT been resolved. I asked him to escalate this case.

  

  Business Response

  Date: 12/17/2022

  Hi ******,
  
  Good day!
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced. 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.
  
  
  After reviewing your account, I found a purchased on 08/2020 thru the Arlo webstore under order ******** for Arlo Ultra 4K UHD Wire-Free Security System - 2 Camera Kit and Adjustable Indoor/Outdoor Short *************. The Arlo Pro 4 Cameras with the XL batteries were purchased thru ******* Therefore, the battery replacement was made for the Arlo Pro 4 camera with an XL battery.
  
  
  Please let me help you with your concern. Can you provide the device's serial number for standard battery replacement?
  For better assistance, kindly share the best time to reach out to you.
  
  Thank you for choosing Arlo Technologies Inc.
  
  Sincerely,
  ***********************
  Customer Care Advocate
  **********************.

• Initial Complaint

  Date:12/15/2022

  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.

  2 years ago, i purchased a $600 security system from Arlo that advertised local recording capability without a monthly subscription. On 12/13/2022, Arlo released a firmware patch that eliminated the local recording functionality and requires a monthly paid subscription in order to turn it back on. This firmware update was not optional and was forced on the ***************** without consent.Arlo engaged in deceptive practices by advertising no-cost local home surveillance recording and then later removed it in order to boost their subscription revenue. If local recording is not re-enabled on their devices, I would like Arlo to refund my security system purchase so that I may invest in a new security system that does not require monthly fees.

  

  Business Response

  Date: 12/17/2022

  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 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. We appreciate hearing from customers like you because your feedback helps us monitor and maintain the quality of our products & services. 
  
  I reviewed our records but I am unable to find a a record of you speaking with any of our experts and we are also not aware of such patch that will require you to get a subscription. I'd like to speak with you over the phone to get more details about this issue. 
  
  I will also be creating a case number to be sent to your email for your reference. Please let me know if you need further assistance. 
  
  Thank you and have a great day! 
  
  Regards, 
  ******************;
  Customer Care Advocate 
  ******************, Inc. 

• Initial Complaint

  Date:12/15/2022

  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.

  We have purchased multiple camera and have had ongoing issues with multiple products. A few have batteries that will not recharge fully. A hub which now does not connect to anything (thankfully the cameras will connect directly to wifi when working). One is jammed in the housing so you cannot remove to recharge the battery (yes it is in the correct orientation), three will not connect to and be recognized by the my.arlo website. With no one to talk to and each chat session being lengthy and having me try the same thing over and over (which never works), I am at a level of frustration which is unnecessary. I would like to return all of the products I have from Arlo and get refunded. We have your competitor products in another home of ours and have no problems. If not resolved to my satisfaction, I will take my complaints with video and comparison to our other system (your competitor) to as widespread an audience as possible. No threats here, but you absolutely do not support your products with decent customer service and someone needs to take up the cause.

  

  Business Response

  Date: 12/22/2022

  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 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.
  
  To better understand your concern, I tried calling you today at the given phone number but it was routed to your voice mail. While we do not refund the products as these requests are to be redirected to reseller/ point of sale, I would like to see about helping you further. In order to do that, we need to know which camera/battery/Smart Hub needs assistance. Kindly provide your preferred callback date, time and time zone for us to assist you. Our business hours are from 6 AM to 6 PM (Pacific).
  
  For reference,I created an internal Case# ******** to specifically attend to this concern.

  The best way to access Arlo Support is through your Arlo App under Settings > Support > Select Camera > Phone Support or you may also visit our website's support section at https://www.arlo.com/support/.
  
  Looking forward to speaking with you soon!
  
  Regards,
  
  *******************************
  Customer Care Advocate
  ******************, Inc.

• Initial Complaint

  Date:12/13/2022

  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.

  Order#******** wireless Arlo wire-free video doorbell camera.This order was placed on December 3rd and I still have not received my order. I contacted Arlo Support and they told me there was nothing they can do because it's a ***** problem. I want the product i paid for.

  

  Business Response

  Date: 12/14/2022

  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 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. We appreciate hearing from customers like you because your feedback helps us monitor and maintain the quality of our products & services. 
   
  We are investigating this incident and I will be keeping you posted with updates regarding your concern. 
  
  I will also be creating a case number to be sent to your email for your reference. Please let me know if you need further assistance. 
   
  Thank you and have a great day! 
  
  Regards, 
  
  *********************;
  Customer Care Advocate 
  Arlo Technologies, Inc. 

• Initial Complaint

  Date:12/12/2022

  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 recently purchased Arlo's new security system. Upon trying to set up ****************, I have been unable to connect the device to Wi-Fi. I have reached out to Arlo on 5 separate occasions asking for a resolution to what appears to be a defective device. I was told on 12/9 I would be getting reached out to by their next level escalation team about my issue. After not hearing anything over the past couple of days I decided to reach back out. I spoke with an associate at 2pm on 9/12 that promised me I would be getting a call in **** minutes from their team to resolve my issue. Two hours later I reached back out. Spoke to another associate and was advised that they were sorry and someone would reach out to me @ 5:30 that evening. (Agreed upon time) That call did not happen. I asked if I could just exchange the device for a new one and was told that I would have to wait on their follow up call. Just looking for a new device that works as promised. I paid for a functioning device, and did not receive one and can not get their customer service to live up to promises or allow me to exchange.

  

  Business Response

  Date: 12/14/2022

  Hello ****,
  
  Good day!
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with the delays in getting assistance. 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.
  
  That said, I would like to thank you for taking my call yesterday. I see that your case, ********, has progressed and theyre checking with a next-level team for better assistance.
  
  Furthermore, I assure you Ill continue to monitor the case so we can ensure that youre being assisted in a timely manner.
  
  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.
  
  Should you have further concerns, please do not hesitate to let me know.
  
  Sincerely,
  
  Mors M.
  Customer Care Advocate
  **********************.

  Customer Answer

  Date: 12/14/2022

  
  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:12/12/2022

  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 cameras less than three months ago, and one of the cameras quit charging. The issue should fall under the 12 month manufactures warranty that was agreed-upon, but I cannot get Arlo to hold up their end of the deal. They will not send me a new camera and have left me with a nonworking camera. They are not willing to give out a number to speak to an actual person and keep me running around in circles with their automated live chat.

  

  Business Response

  Date: 12/13/2022

  Hello *****,
  
  Good day!
  
  This is Mhikko 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 would like to apologize that your issues were not resolved though you have reported them to us. Rest assured that we will do our best to assist you. If you will allow, I can arrange a new replacement for the camera to make sure that it will be working as intended. We will do an advance shipping where we will send the replacements first then once you receive it kindly return the defective devices using the return label attached to the package.
  
  
  Please provide the following details so we can proceed with the replacement

  *Serial number of the affected device:
  *Updated shipping address:
  
  
  Thank you and have a great day!
  
  Regards,
  
  Mhikko G.
  Customer Care Advocate
  ******************, Inc.

• Initial Complaint

  Date:12/10/2022

  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.

  My camera do not work properly. I have researched every Avenue I can to find someone to talk to. I need help with this products and there is no way to reach a costumer service rep. **** have sites to tell you how to do things but some answers I cant get from these sites and there is no way to get help. My cameras have been inactive since I put them up and are no use to me. I have spent so much money and have paid people to help me get them going but still they are not working properly . I dont understand why I cant speak to someone and get help

  

  Business Response

  Date: 12/12/2022

  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 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 to providing you and all of our customers with the highest standards of product & service in the industry. I would like to apologize that you are facing technical issues with your device and are unable to reach our Support Team. Please be informed the best way to access Arlo Support is through your Arlo App under Settings -Support. 
  
  I will be contacting you today via phone for further assistance. I have also created case number 43263628 under your account for your reference. 
  
  Thank you and have a great day!
  
  Regards,
  
  ***************
  Customer Care Advocate
  Arlo Technologies, ****