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:12/10/2022

  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 Purchased a Arlo Subcription that came with a free doorbell. I had ordered the wrong one and I could not use it so I had to order the correct one. I sent back the wrong doorbell for a refund which the company received. However, When I callled the company to get credit for the annual subscription they said that was impossible. If I knew how the company conducted business I would definitely not have dealt with them.

  

  Business Response

  Date: 12/13/2022

  Hello *******,
  
  Good day!
  
  This is ****** from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for your recent order return experience. This issue has no doubt caused you some frustration and we want you to know we will be happy to see what we can do for your concern. 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.
  
  *******, I understand that you have placed an incorrect item from Order# ********, hence,you initiated return for all the items involved. Based from what I gather, you wish to return the Secure Annual Plan as well. This prepaid plan is not subject for replacement or refund. With that, we are unable to refund you the amount paid for the prepaid plan.
  
  We also understand that you placed another order to correct this previous incorrect order.I would like to talk to you so we can discuss this matter further and see how else we can help you with your concern. I will attempt to call you tomorrow during PST business hours, but please feel free to suggest your preferred callback date,time and time zone any day after today.
  
  For your reference, I created Case# ******** for you.
  
  Thank you and have a great day!
  
  Regards,
  
  *******************************
  Customer ************************************ ****

  Customer Answer

  Date: 12/15/2022

  I was never contacted by the company to resolve this issue.

  

  Business Response

  Date: 12/22/2022

  Hi *******,
  
  Good day!
  
  This is ****** from Arlo ************* Team.
  
  I appreciate your time on the call earlier. As discussed, we have approved to refund your Order# ******** while you get to keep the other Order# ******** for redemption and activation. Please note that refund process takes 3-5 business days.
  
  We are glad to have this concern settled. For future reference, the best way to access Arlo Support is through your Arlo App under Settings >Support or you may also visit our website's support section at https://www.arlo.com/support/.
  
  Thank you and happy holidays!
  
  Regards,
  
  *******************************
  ************* Advocate
  **********************.

  Customer Answer

  Date: 12/22/2022

  
  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:12/08/2022

  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 bought the Arlo wireless battery powered Doorbell and Chime. Their website and product package clearly stated this product worked with SmartThings technology. After spending 5 hours trying to get the doorbell and chime to work, we stopped, then got in touch with the company support. The support person said that technology doesn't work, and their engineers are trying to enable and fix the issues. To my astonishment, she said if we had Apple IOS we could use it, otherwise she said just hold onto it until they enable and fix it. The packaging clearly states the product works with SmartThings. False and misleading advertising at the very least!

  

  Business Response

  Date: 12/14/2022

  Hello ****,

  Good day! 
  
  This is **** from Arlo Customer Care. 
  
  Please accept our deepest sympathies during this very difficult time. We would  also 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. We appreciate hearing from customers like you because your feedback helps us monitor and maintain the quality of our products & services. 
  
  I would like to ask more information about this request so I can provide you the best resolution. Ill be contacting you on the phone number and email you provided for this BBB complaint in order for me to better address 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. re...

  Customer Answer

  Date: 12/14/2022

   They will continue to sell their wireless video doorbells and chimes that state clearly on the packaging it works with "SmartThings" .  It does not work currently with that technology.  Their support person told me their tech team is trying to work on that, so their doorbells can recognize each other with SmartThings via android devices/app.  They also told me if I had IOS/Apple devices that it would work.  Clearly, this is a good example of fraudulent advertising.  They should stop making that claim until their issues are fixed.

  

  Business Response

  Date: 12/21/2022

  Dear ****,

  I hope this email finds you well.

  Thank you for your prompt response. We would still like to speak with you over the phone to clarify the the details of your concerns as we are unable to accurately identify the incompatibility issue you mentioned in your email. I have been trying to contact outside this platform but have only reached your voicemail. Please know that I will continue to contact you for the information brought up may be different with what we have which will also address your concern about the SmartThings and Video Doorbell compatibility.

  I look forward to speaking with you. 

  Thank you!
  

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

  Customer Answer

  Date: 12/23/2022

  this company contacted me via phone. I told them I was done speaking with them because they hadnt adequately responded  before I made my complaints to the BBB and the **** I told them they were committing  fraud based on their feature  listed on packaging saying their doorbells and chimes work with smartthings. They do not work with that tecnology..  I then told then to stop harassing me or I will file a harassment claim. But truly they are looking to blame one of own customer service employees  for their mess . All I wanted them to do is stop making claims about their fraudulent  use claims on their products. Their customer customer service people told me the products didn't currently work as advertised  and that if I changed my device to IOS Apple vs android they would work. To me thats laughable. After countless hours trying to get their products to work, we returned them to the store. As a final note I had previously been told their engineers were trying to fix the problem. 

• Initial Complaint

  Date:12/07/2022

  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.

  Purchased a arlo essential spotlight camera after my 90 day free trial run out the camera went out spotlight flashed on and off didn't record video. Contacted arlo was told I needed a subscription or purchase a USB for my base station I purchased usb connected everything tried getting video recordings still nothing on USB or the app. Arlo won't fix the problem or refund my money.

  

  Business Response

  Date: 12/10/2022

  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, the Base Station is already out of warranty and has no active subscription. However, as Arlo's loyal customer, we approve a one-time courtesy phone assistance. Please share the best time to reach out to you for better assistance.
  
  Thank you for choosing Arlo Technologies Inc.
  
  Sincerely,
  ***********************
  Customer Care Advocate
  **********************.

• Initial Complaint

  Date:12/06/2022

  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 had got 2 arlo camera for my husband's birthday we went threw are first months free period then contacted them to continue service the people on the chat line set this all up even confirming what I was seeing on my camers then we did a payment plan for 5 yr thus worked 3 months now I have nothing now will they respond to emails or fix the problem **** took my for ****** I would like to have my money back for my camers an what I paid above that Thanks

  

  Business Response

  Date: 12/12/2022

  Hello *****,

  Good day to you!

  I would like to convey our sincere apologies for the inconvenience you have experienced with your device and our 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. 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 contact you to make the best attempt to regain your confidence in our company and provide a solution to your problem as soon as possible.
  
  We understand that you have spoken with someone who charged you for support assistance. I'm sorry to hear about what happened. Please be advised that we do not have a 5-year plan/subscription and are not allowed to take payments over the phone/chat/email. Arlo can only charge you if you will purchase a product from arlo.com or subscribe to a plan on your end by logging in to my.arlo.com or thru your Arlo app. Kindly report the charge to your bank.

  I would like to gather additional details to help us investigate this matter. Kindly provide the following details below:
  
  Preferred Callback Number
  Time Availability
  Time Zone
  
  Our business hours are from 6 AM to 6 PM (Pacific)

  Thank you and looking forward to hearing from you soon.
   
  Regards,
   
  **************
  Customer Care Advocate
  ******************, Inc.

  Customer Answer

  Date: 12/19/2022

  This is not a done deal the bank can not fix the money taken as its over 60 days my cameras worked fine till 2 weeks ago now I have no footage an money gone I'd like my camers up an running till I have used my 200 dollars taken from me .

  My cell number is ************ I did forget to enclose this I'm ********* as well

  

  Business Response

  Date: 12/19/2022

  Hello *****,
  
  
  I hope you are doing well!
  
  
  We understand that you have spoken with someone who charged you for support assistance. I'm sorry to hear about what happened. Please be advised that we do not have a 5-year plan/subscription and are not allowed to take payments over the phone/chat/email. Arlo can only charge you if you will purchase a product from arlo.com or subscribe to a plan on your end by logging in to my.arlo.com or thru your Arlo app. You may report the charge to your bank, however we cannot guarantee a refund since the amount has not been associated to your Arlo account.

  Though in this case, we still wanted to get in touch with you to gather necessary information and have this reported to our legal department. We do not wish anyone to have experience the same situation with yours, that being said, we'll do the best that we can to prevent this from happening moving forward. Also, in terms of your library recording, we'll have that discuss with you on a call to further explain what we could do to keep your services available. We'll attempt another call within the week and hopefully get this address as soon as we can.

  Let me know should you have any questions or concerns,

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

• Initial Complaint

  Date:12/06/2022

  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.

  Arlo called me but ****** hurricane destroyed in *************, ** thats why internet shut down, so, called Arlo always disconnected forever, they made me mad. I rather replace Arlo security cameras because it shut down at 4th times, am tired of this problem forever.

  

  Business Response

  Date: 12/07/2022

  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 will be calling back today to get more information 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. 
  Tell us why here...

• Initial Complaint

  Date:12/06/2022

  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 files a complaint because I have tried unsubscribing 30 plus times, once I filed a complaint in the next following weeks the emails stopped, once the case was closed they started again.

  

  Business Response

  Date: 12/06/2022

  Hello *****,
  
  Good day!
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with the emails youve been receiving. 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 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. Kindly provide your preferred contact number and contact time (with time zone).
  
  Furthermore, may we also request a screenshot of the emails youve been receiving so we can further investigate on this matter?
  
  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.
  
  Im looking forward to hearing from you.
  
  Sincerely,
  
  Mors M.
  Customer Care Advocate
  **********************.

  Customer Answer

  Date: 12/06/2022

  
  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:12/04/2022

  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 arlo essential xl 4 pack of outdoor cameras back in September And set them up last Friday. On Wednesday, I found out that all of my cameras were either low battery or already dead. I want to return the cameras for the refund of the $349 I paid for them. I have tried several times to contact arlo but couldnt get through on phone or through chat.

  

  Business Response

  Date: 12/05/2022

  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 hope to regain your trust and confidence of continuing your business with us.
  
  Below is Arlo's Return Policy per our Terms of Sale:
  https://www.arlo.com/en-ca/terms-of-sale.html
  
  Arlo's return policy allows for products purchased directly from Arlo.com to be returned by the original purchaser during the initial thirty (30) day period from date of shipment. We will refund the full purchase price.
  
  Please be advised that I will be contacting you tomorrow, 12/06/2022 between the hours for 12PM to 5PM Pacific Time. 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,
  
  *****************************
  Customer ************************************ ****

• Initial Complaint

  Date:12/03/2022

  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.

  Purchased a 3 camera and smarthub security system. Installed it and had it working and recording all three cameras. Noticed November 30th that none were recording to the smarthub. After attempting to solve the problem, called Arlo. Was told they could get the cameras recording again but i had to buy a $150 software package. Spent the money (the tech would not proceed until he had a credit card number) . That was yesterday. Today when checking to see if there was any activity i find that only one camera was recording NOT the three that were recording before.As for the required purchase of additional software:Arlos paid subscription plans, Secure and Secure Plus, are optional, and your camera will work without either. A paid subscription lets you store your cameras recordings in the cloud server, but youll still get access to live view, two-way audio, and Arlo app push notifications with a free plan.If only one camera is going to record the entire system is of little use.

  

  Business Response

  Date: 12/03/2022

  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 reviewed the case related to your concern. 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 subscription code that will allow you to use the full services for the next 3 months for free for the cameras to make sure that it will be working as intended. After the subscription expires you now have the option to continue the subscription for $9.99 a month to cover unlimited camera recordings or use the cameras without a subscription.
  
  
  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: 12/05/2022

  The package of 3 cameras and a base station were purchased for home use only. It was set up and functional until your software shut it off without explanation. Your service tech said it could be made functional IF i paid $150.00.  That sounds very similar to ransomeware. What i want is what i thought i was purchasing in the first place...a home monitoring system limited to the cost of initial purchase not secondary surprise requirements. At this point i will contact ****** to see if the entire unit can be returned. The offer of three "free" months is really $50 per month that you've already blackmailed out of me. If ****** will take the unit i will have the credit card company cancel your blackmail payment.

  

  Business Response

  Date: 12/06/2022

  Hi ******,
  
  Thank you for the response. The appeasement code that I am offering is for you to maximize the experience of recording all 3 cameras using our cloud storage for the next 3 months. After the subscription expires you can still continue to have live view, two-way audio and Arlo app push notifications with a free plan. We respect you decision regarding returning the cameras to the point of sale. But just in-case you changed your mind please let us know so we can provide your the subscription code.
  
  Thank you and we look forward to hearing from you.
  
  Regards,
  
  
  Mhikko G.
  Customer Care Advocate
  **********************.

  Customer Answer

  Date: 12/07/2022

   Received tech support through ****** and the cameras are working and recording as advertised. Am in the process of canceling the credit card charge for an unwanted/unrequested upgrade.that I am seriously concerned was not really an Arlo support site that i contacted. The real tech rep stated that there is a problem with bogus support charging for bogus service.Since there is the possibility that this is not really a problem with Arlo it is unnecessary for them to do anything other than have my Pro 4 cameras recording to my USB device. This is what I thought I was purchasing and all I really want. Thank you for your time and thank you to *******, the tech that help get the system back to normal.

• Initial Complaint

  Date:11/24/2022

  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 father died unexpectedly and he had access to the camera. I have asked Arlo to stop charging my mom $4.99 because she cannot even access the account. Arlo keeps charging her for a service not provided. Every other business has been easy to help with this transition for my family. Except Arlo. Arlo is charging my mother money and its becoming ridiculous to even get a human to help with this.

  

  Business Response

  Date: 11/24/2022

  Hello ****, 
  
  Good day! 
  
  This is **** from Arlo Customer Care. 
  
  Please accept our deepest sympathies during this very difficult time. We would  also 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. We appreciate hearing from customers like you because your feedback helps us monitor and maintain the quality of our products & services. 
  
  Upon reviewing our records, it appears that you previously reached out to us for the transfer of ownership of your fathers account to your mother. I would like to ask more information about this request so I can provide you the best resolution. Ill be contacting you on the phone number and email you provided for this BBB complaint in order for me to better address 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 
  **********************. 

• Initial Complaint

  Date:11/22/2022

  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.

  Arlo has no phone based customer service number. I have been attempting to cancel a plan and when I reach out to suppor they tell me they are unable to cancel the plan and I have to do it. When I go to cancel the plan the page goes in a redirect and goes back to the original cancellation screen without actually cancelling the plan. Tried this twenty times and it will not cancel the plan. Obviously an intentional scam to prevent the consumer from cancelling services. Have been trying to get a refund for the last two months of the "Continuous video recording" as it has never worked but they refuse to refund or cancel the service.

  

  Business Response

  Date: 11/23/2022

  Hi *****,
  
  Good day! This is ***** from Arlo ************* Team.

  I understand that you wish to cancel your *** plan and is requesting for a refund. Upon reviewing your account, it appears that the *** plan subscription was already canceled last November 22, 2022. Also a refund of with a total amount of $29.99 has been processed on your account. This refund should post back to the same form of payment used for the payment.

  Please note that according to Arlo's terms of service, an active subscription will be renewed automatically on a monthly basis unless canceled. Since the *** plan has been canceled, rest assured that you will no longer be charged for the same plan.

  
  Thank you,
  
  *******
  ************* Advocate
  ******************, Inc.