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:11/18/2022

  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 have had the Arlo Security Cameras and a subscription to Arlo secure subscription service for a couple of years. I am charged $7.49 a month for the service. the system suddenly stopped sending me notifications for when the cameras are triggered with motion. Without notifications the system is worthless. I have accessed every bit of help on-line I could find to solve this problem. In the app the Notifications tab is greyed out and under Subscriptions it shows I have no plan even though I am paying for the plan. I have exhausted every avenue to try to contact customer service. There is no email. the phone numbers I have been able to find refer me back to the support page on the App, which is not help. I need to talk to a representative from the company to resolve this issue or I will cancel payment through my credit card.

  

  Business Response

  Date: 11/21/2022

  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 and in contacting Arlo customer service. This issue has no doubt caused you some frustration and we want you to know that we would be happy to help you further. 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 appreciate you taking my call earlier today to resolve your concern. As discussed, your subscription was cancelled due to non-update of the payment information which includes your email address. The recent change of your email address affected the alerts we normally send to your old email address. Hence after some time of non-update, the account was cancelled systematically.
  
  I am glad to confirm though that we have successfully managed to add you back on subscription under the new email address. Your account should remain active as long as the payment information is updated and no cancellation is initiated.
  
  Please refer to our internal Case ID ******** for your reference.
  
  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 have a great day!
  
  Regards,
  
  *******************************
  Customer Care Advocate
  **********************.

• Initial Complaint

  Date:11/17/2022

  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 essential Camera not functioning properly. Arlo fails to abide by warranty issue claiming its my internet even though I have 2 Arlo pro cameras that work and are discoverable just fine.I want a refund since this company refuses to replace camera and stand by warranty. There are countless complaints and message boards regarding this specific camera and the company continues to sell the product yet refuses to warranty the issues I want a refund

  

  Business Response

  Date: 11/17/2022

  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.
  
  I hope we will have an opportunity to assist you with your Arlo Essential Camera. Please confirm that the Serial Number of the defective unit is *************. 
  
  For better assistance, please provide your preferred callback date &time (including the time zone).

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

• Initial Complaint

  Date:11/16/2022

  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 have a monthly subscription with Arlo for my home security camera system. Starting in February 2022 I began receiving notice that my payments could not be processed and when checking my account my credit card information had been removed. Arlo has stated that this is because my bank is reporting the card as closed, which is false as Ive spoken to my bank on numerous occasions and this specific card number has never been closed only had the expiration date updated. At times, my credit card information would appear again after filing a complaint with Arlo and my subscription processed or times Id be required to enter the same card information again for payment to be processed and then repeat the same process the next month. No resolution to this issue has been found Ive repeated the same processes with different reps from Arlo with the same outcome. Ask to escalate have been met with we are as high as you can go which is the first person who answers the phone. Id like ********************** to answer what is happening to my credit card information, why the customer is stuck in a battle between banks, and a resolution to avoid this monthly battle with Arlo. Most recent case number: ********

  

  Business Response

  Date: 11/21/2022

  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 in providing you and all of our customers with the highest standards of product & service in the industry. We apologize if you are still having issue with your payment information on your Arlo account. Your case will be endorsed to our Level 3 team for further checking. Please keep your lines open incase they needed to contact you. 
  
  Thank you and have a great day!
  
  Regards,
  
  ***************
  Customer ************************************ ****

  Customer Answer

  Date: 11/22/2022

  This response from Arlo does not provide any information on next steps or resolution to the ongoing issue. This is the same canned responses that I've received from the support cases I have opened with Arlo. Also oddly enough the case reference in my original complaint (********) is no longer found in my support section of the application nor have any updates been provided since providing Arlo with the requested documentation.

  Again I will ask, how is Arlo going to resolve this ongoing billing issue that I've been dealing with for nearly a year? Will someone from upper management actually contact me to discuss this issue? The statement in the update from Arlo "Your case will be endorsed to our Level 3 team for further checking. Please keep your lines open incase they needed to contact you." What does this even mean? The previous 3+ cases had been "endorsed" by your Level 3 team and went no where and I have no idea what "Please keep you lines open incase they needed to contact you" even means as Arlo hardly communicates now unless I push for communication. 
  
  All I've simply asked for, for nearly a year now, from Arlo is for them to resolve THEIR billing issue. I've done everything asked from my side: spoken to my bank on multiple occasions, re-added my CC information to the portal, monitored, basically I've done their job for nearly a year with no positive outcome. I still have HUGE concerns about what you do with my financial information as on several occasions my CC information was removed from my account and added again by someone or some system other than me and my request for documentation on that was ignore and never answered either. 

  Hopefully this message will be read by someone at a senior level in the company and someone who cares about your customers who will review all my cases and how patient I've been in dealing with Arlo.

  

  Business Response

  Date: 11/22/2022

  Hi *****,
  
  Good day!
  
  As mentioned in my email sent via case number ********, we have made some changes to your account to test and see if the issue will be resolved. However we received an update regarding this issue, Credit Card information is removed systematically based on bank files and this behavior cannot be changed. As we previously advised you,**** is confirming that your issuing bank has had the credit card closed since 9/2/2021. Issuing banks send the data to either **** or Mastercard and that data is based on what the issuing banks are sending to them.
  
  As an alternative, we recommend you to use a different credit card or use a different form of payment such as PayPal. We sincerely apologize for the inconvenience that caused you.
  
  Thank you.
  
  Regards,
  ***************
  Customer ************************************ ****

  Customer Answer

  Date: 12/01/2022

  I do not accept this response from ***************, ************* Advocate from **********************.
  

  The case number reference in the reply is incorrect; the correct case number is ********. The reply provided is a copy and paste from a reply on the Arlo case provided on 11/22/2022, which since then there have been multiple communications and is unacceptable to simply copy and paste a reply that is now over a week old.
  

  **** stated multiple times that they were the highest level I was able to speak with at Arlo until I firmly requested to speak to their supervisor. Since that request, I have spoken to ***** supervisor who informed me they have spoken to their supervisor and an executive team member for support with this case. This indicates there are multiple levels above **** who are able to speak with me and provide additional support.
  
  Currently, I am waiting for a phone call back that is set for Friday, December 2nd with ***** supervisor. They are investigating with the billing team and trying to coordinate the request Ive been making for nearly a year in that Arlos billing team and my bank connect on the phone to discuss the issue and resolve this as the issue is between the banks and I the customer is stuck in the middle of this horrible customer support experience!

• Initial Complaint

  Date:11/15/2022

  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.

  Some research into the company "Arlo Technologies" or "Arlo.com" needs to be done here. Is this a shell company or just some poorly mismanaged front house that appears that way? There are TONS of one star ratings on YELP specific to not being able to contact ANYONE at customer service. I own 3 of their cameras....their app constantly crashes due to SSL issues, and when you try to reach support, its an automated bot giving answers, and there is no phone contact # to reach customer service.

  

  Business Response

  Date: 11/16/2022

  Hello ******,
  
  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 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 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.
  
  Can you please provide me with your phone number and the best time when we can contact you?
  
  Thank you for choosing ARLO.
  
  Sincerely,
  
  **************
  Customer Care Advocate
  **********************. 

• Initial Complaint

  Date:11/13/2022

  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.

  I purcahsed 2 products from Arlo directly from their website. It was a doorbell and essentials camera. The doorbell works fine. But the essentials camera did not work. I contacted their customer service and strangely enough they couldn't even locate the product via the serial number first but then the person I spoke to ran a few tests with me over the phone and concluded the product was faulty and that they'll send me a replacement. There was no update on replacement so I then had to chase them several times myself and finally the replacement was sent to me. But shockingly enough the replacement is faulty as well, same issue doesn't work!! Now everytime I call them they have no update on the progress of my case. They have sent me faulty products twice and on top of that have no ethics to contact me back.

  

  Business Response

  Date: 11/16/2022

  Dear ********,
  
  Thank you for contacting Arlo **************** and Support.
  
  You have reached the support team for customers outside of Europe. 
  To comply with the **** and other relevant Data Privacy regulations, our customer databases are independent from each other. Unfortunately, we are unable to assist you today.
  
  Please refer to the information below to contact the respective support team for your country or region.
  **************- https://www.arlo.com/en_gb/support
  We thank you for your understanding and look forward to serving you soon.
  
  Best regards,
  
  Arlo ************* Team

  Customer Answer

  Date: 11/16/2022

  This is very strange and goes to show exactly how bad their customer service is and how they treat their customers!! Every time I have contacted them via this link also their ** support number they tell me that they have escalated my case to their Europe team as only they can resolve the issue. Daily i am calling them for updates but they tell me only the Europe team can update and that there's no update!! So howcome you are now telling me that its separate!!! I am **************************************************************************************************************************************************** insane!!!

  

  Business Response

  Date: 11/17/2022

  Hi ********,
  
  Thank you for sending your response.
  My name is ********, a Customer Advocate at **********************. 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. 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.
  
  Please be advised that someone from our Arlo Europe Team will contact you regarding the reported issue.
  We hope to regain your trust and confidence of continuing your business with us.
  
  Sincerely,
  
  *****************************
  Customer ************************************ ****

• Initial Complaint

  Date:11/10/2022

  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.

  When I bought my camera I was told I did not need to buy the subscription plan I love your cameras but they are almost useless without the 7 day free library I was told I would get without a subscription.I think you are blackmailing me into a subscription now that I have nought your cameras, needless to say Im not happy, and no I wont be purchasing a subscription.

  

  Business Response

  Date: 11/10/2022

  Hi ******,
  
  Good day!
  
  I would like to convey to you 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 get in contact with you to make the best attempt in regaining your confidence in our company and provide a solution to your problem as soon as possible.
  
  Please be informed that new units such as your Arlo Pro 4 requires a subscription which is normally indicated on the box upon purchase. That being said, I also wanted to share that you can still view live streaming even without a plan, on top of this, depending on your base station, you do have the option to use local storage for recordings which means that even without a plan, your videos can still be saved. Does this give you more idea?
  
  Again, we would like to thank you for choosing Arlo Technologies Inc.
  
  Let me know should you have any questions or concerns,
  
  Best Regards,
  
  **************
  *********************** Advocate
  ******************, ****

  Customer Answer

  Date: 11/10/2022

  My issue was not resolved. It seems that if I dont ********** I will have to buy a base station to save videos. In other words keep buying from Arlo! To me that is not very good customer service/ other security cameras come complete with a library at no extra cost. It seems to me that the older cameras have library memory ( cloud) . So not being tech savvy I like many others seem to be at your mercy. You have a few hundred dollars of mine and you will get no more. Til now I praised your cameras, but alas that has ended and Im sorry I made a purchase of Arlo and that I recommended you to friends. No more Im done!

  

  Business Response

  Date: 11/14/2022

  Hi ******,
  
  Good day!
  
  I totally understand where you are coming from and as a customer myself, I always want to get the best value for my money. In line with that, I'd like to check as to where your initial expectation was advised during your purchase. The reason is we normally tell our customers about the cloud recording during purchase and it is also indicated on the box itself until when the recordings are available without a plan. 
  
  I'd like to get in contact with you to make the best attempt in providing the solution to your problem as soon as possible.
  
  Kindly provide your preferred callback number, date, time, and time zone for us to assist you. Our business hours are from 6 AM to 6 PM (Pacific).
  
  Let me know should you have any questions or concerns,
  
  Best ***************************************************************************************** ****

  Customer Answer

  Date: 11/17/2022

  
  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:11/10/2022

  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.

  I opened a case with Arlo about one of my security cameras which was defective they told me since it was a new purchase from only a few months ago they were able to cover a replacement I was told after a series of troubleshooting questions that they would ship me out a replacement . Ive sincereceived an email asking me for my shipping address which I provided. Three days later it still hadnt shipped and I received another email asking me to try more troubleshooting methods I told them that those troubleshoot methods did not work and to please send me my replacement camera as was promised by Arlo. Fast forward a few days more now they are emailing me telling me they would like me to send my camera in first before the replacement is issued ,my camera does not work with all the functions but still works with some basic ones so I dont want to be left without a camera at all for multiple days I live in a high crime area. On my original phone call with Arlo the representative never mentioned having to send my camera in first he told me that I can do it after ,with the box they would send me and the return label that they would provide and return label. This is very sneaky and deceiving customer service I feel like I am being profiled based off the location of my address. Bad business avoid. at this point I dont even want a replacement if its this difficult I would rather get my money back for these cheap systems.

  

  Business Response

  Date: 11/10/2022

  Hello *******,
  
  Good day!
  
  This is Mors from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your device. **************************** 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.

  
  Therefore, I reviewed the case related to your concern. It appears that theres already an existing request for replacement under RMA- ******* and theres no need for further troubleshooting for this to move forward.
  
  You have completed the replacement request as Standard Swap Exchange which means that you need to return the defective unit first and once we received the defective device, we will ship the replacement within 1 business day via ************** and you should be able to receive it within 3 to 5 business days.

  
  Were committed to provide you the best customer experience possible. So should you need further assistance, please let me know. Kindly provide your best call back number and preferred call back date & time (kindly indicate the time zone as well).

  
  I hope that you found this information helpful.
  
  Thank you and have a great day!
  
  Regards,
  
  Mors M.
  Customer Care Advocate
  ******************, Inc.

  Customer Answer

  Date: 11/10/2022

  thats bull. Nobody told me I have to send it first. Your profiling me because you looked at my address and saw it was in a high crime area. Send me my replacement thank you

  

  Business Response

  Date: 11/11/2022

  Hello *******,
  
  Good day!
  
  This is Mors from Arlo ************** I was the one who reached out to you yesterday through phone call. Thank you for keeping in touch with us.
  
  Im for the miscommunication you had with our previous representatives and Im sorry that it came across as discrimination but please know that it was not our intention. Rest assured that I was able to cancel the initial RMA that was processed and created a new one for you under RMA 7232216.
  
  This new RMA was processed as Advanced Ground which means Arlo ****************** will send the replacement in 2-3 business days. Then, you will have 10 business days to return the defective device. We usually charge customers for this but I waived it for you.
  
  Heres a reference case # ******** for the details I sent yesterday through your Arlo app.
  
  We appreciate your business with us and I hope you have a great day ahead.
  
  Regards,
  
  Mors M.
  Customer Care Advocate
  ******************, Inc.Tell us why here...

• Initial Complaint

  Date:11/08/2022

  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.

  I purchased Arlo cameras - 2 Arlo Pro 3 cameras on June 24th ****************** $467.90 and a Arlo pro 3 floodlight camera on January 8th ****************** $272. Ive was paying a monthly subscription of $9.75 per month since I purchased the cameras and then I cancelled it in October 2022 only to realize it doesnt record camera footage. So I resubscribed one camera today for $2.99 as Ive had an issue with someone trying to break into my garage and my cameras stopped detecting motion despite resubscribing. I spent over an hour on the phone with this company doing troubleshooting methods only for them to tell me weve exhausted a all options they cant replace them because of the year I purchased them and they could only offer me a discount for future products. The man I spoke to was ***. He then told me hed speak to those above him and call me back in a few minutes. An hour went by and I had to call back and low and behold the same *** answered the phone telling me he meant to call me back but got busy. This company seems like its a scam and does nothing for someone who spends close to $1000 on cameras to provide an extra amount of safety. I want a full refund since now I have to purchase new cameras from someone else and cant sell these since I was told they are faulty.

  

  Business Response

  Date: 11/09/2022

  Hi *******,

   

  Good day!

   

  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your device and for the failed call back attempt of one of our experts. 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 reviewed the previous case and I will make sure to issue appropriate sanction to the expert that failed the call back. Based on the documentation, that expert consulted our department to seek an approval to process a replacement despite of the device being out of warranty which we have gladly approved. I will 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. The case number I have created for your BBB case is 43218730.

   

  Please be informed that for refunds, the device should have been purchased directly from Arlo.com within 30 days from the original shipment date. 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,
  
  **************
  Customer Care Advocate
  **********************.

• Initial Complaint

  Date:11/08/2022

  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.

  After 30 plus times trying to unsubscribe from their email list I can't. Everytime it says error my email wasn't found yet they continue to send me unwanted emails. I just want removed from their email list, I tried calling they make it where it's impossible to talk to a representative.

  

  Business Response

  Date: 11/09/2022

  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 in contacting us to request removal from Arlo Marketing emails. This issue has no doubt caused you some frustration and we want to help you fast track the solution. 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 are now working on removing your account email address from the marketing emails, promotions and announcements. Kindly allow ***** hours for update. You may also update this information through your Arlo account in the app or through a computer browser in my.arlo.com by following these simple steps.
  
  Go to Settings > Profile > Edit Profile > Select/Unselect "Keep me up-to-date on the latest news, support and more from Arlo" > Save.
  
  We will contact you internally and you shall receive a separate email regarding this request. Your internal Case number is 43218088.
  
  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 have a great day!
  
  Regards,
  
  *******************************
  Customer ************************************ ****

• Initial Complaint

  Date:11/04/2022

  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 tried to cancel my service with ARLO and they were charging me unauthorized charges to my credit card. I spent 2 days (a few hours online because they can only be reached by chat) trying to use there suggested IP addresses to cancel my service. After numerous times of trying to cancel on those sites there was no way to cancel meaning that option wasn't there on their site. I took screen shots and sent them and still no resolution. This company also has been charging me for services that I never agreed to and never got me to the department to get the issue resolved. This has been a big headache and I would never recommend them to anyone. I ask them to cancel my service via-chap.

  

  Business Response

  Date: 11/06/2022

  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. 
  
  Upon reviewing your account, it appears that your subscription has already been cancelled. Id like to help you in getting a refund and in order to do so, allow me to contact you on the phone  number you provided for this case.
  
  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 
  **********************. 

  Customer Answer

  Date: 11/07/2022

  I havent received a reference number or a confirmation that my service has been canceled with Arlo also I havent received the amount that ARLO owes me a refund. I need to know when my account is going to be refunded to the date the money amount and some reference number to this problem.

  

  Business Response

  Date: 11/16/2022

  Hi *****,

   

  I hope this email finds you well.

   

  Please know that a refund has been processed covering the month of August, September, and October. The total refund amount is 32.88. Kindly allow 3-5 business days for the credit to reflect on your account. Also, please be advised that your plan has already been cancelled last November 4, 2022 hence, no further charges should be incurred.

   

  In case there's anything else that I can assist you with, please let know. 

   

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