Complaints
This profile includes complaints for Arlo Technologies Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 755 total complaints in the last 3 years.
- 230 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/10/2022
Type:Product IssuesStatus: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.
Hi I bought a security camera system from Arlo and the cameras overheated so I requested a refund. I got a label printed and sent the items out via ***** and have tracking info and proof of delivery.They received and credited me for two of the three items so far. All items were sent in one box so they should have all been processed and refunded at the same time. I have been In contact with the company and have been given the run around about the last item and why I have yet to receive a refund yet.Business Response
Date: 10/12/2022
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. We appreciate hearing from customers like you because your feedback helps us monitor and maintain the quality of our products & services.
In our most recent interaction with you, you were asked for the tracking number for the returned items so we can follow up with our return center. The team has been advised to make this a priority and I will surely call you as soon as I get an update on this case.
I have also created a new case number for your reference - ********. Please let me know if you need further assistance.
Thank you and have a great day!
Regards,
*****************
Customer ****************************************** ****Customer Answer
Date: 10/12/2022
This isn't acceptable as a response until I am refunded.
As of now they stole my money! I sent the items back and have yet to receive my refund.
So until my money is refunded I am not letting this issue go.
Business Response
Date: 10/14/2022
Dear *****,
Good day!
Please know that the remaining item has now been refunded and should appear in your account within ***** business days. We greatly appreciate your patience as we work to address this matter, so please accept our sincere thanks for giving us the opportunity to assist you.
Thank you for your continued cooperation and support. Please let us know of you have other questions.
Regards,
*****************
Customer Care Advocate
******************, Inc.Customer Answer
Date: 10/18/2022
Total lack of professionalism on your customer support team.
Honestly the only reason I am getting my money back is because I filed a case through PayPal to refund me.
All your company did was waste my time.
As I look through the BBB's website at all the poor reviews other people have had with Arlo I am honestly not surprised in the least at how my personal experience went through dealing with your company. 0 stars on all accords.
Be better!
I want the BBB to reflect a negative score onto your company so more people will not be suckered in and have to waste time dealing with an all foreign customer support team that has no real care to resolve issues and has no qualified attributes of dealing with customer issues.
If in the first place when my cameras overheated (by the way they overheated in 92 F weather when on your website they claim to be rated for outdoor Temps of up 125F)
Had you offered to send replacements or suggest exchanging the black housing models for the white and to see if that remedy would have worked then I would be much more satisfied, alas here we are after countless wasted hours dealing with your c9mpany and having to go over your heads and refute the charge through PayPal just to reach a civil solution to the matter, I am left with out much more to say other than I will never recommend this company to anyone ever and I will never utilize your brand or services.
You lost a paying customer.
Initial Complaint
Date:10/10/2022
Type:Service or Repair IssuesStatus: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.
Adverise local recording. Have disabled it to force customers to purchase subscription. They say its a firmware issue and are working on it. I am a network engineer and can prove it in court. Its been a year and clearly a scam. ****** has already pulled it from shelves and class actuon being launched. Selling and advertising features that dont exist is fraud.Business Response
Date: 10/10/2022
Hello *****,
Good Day! My name is ***** from Arlo ************* Team. I am contacting you today about your concern for your Arlo camera system.
I understand that you are having issues with the local recordings on your Arlo cameras. Please accept my sincerest apologies on the inconveniences this issue may have caused you.
I would like to assist you further regarding this issue. If you can share your preferred date and time of call back, we will be able to have you speak with our technical team so that we can isolate the problem. Direct Access Storage is a feature you can use if you do not wish to purchase a subscription, and we will be more than willing to help if in case you are having issues with the said feature.
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 value your business.
Thank you for choosing Arlo.
We appreciate your business with us.
*******
************* Advocate
******************, ****Customer Answer
Date: 10/26/2022
They dont have a solution so offered one month free of cloud service if I enter my personal info and credit card for recurring billing after that. So confirmed they just disabled local recording so everyone has to pay for cloud subscription service..Business Response
Date: 10/27/2022
Hi *****,
Thank you for your response. The issue you are encountering is an issue that our engineering team is working on with. For now, we do not have an available ETA as to when the issue will be resolved and that was why you were offered a free one month subscription. This is for you to have cloud recordings while we are working on the issue you reported. Adding your payment information on file is just a requirement for you to purchase the free subscription from your Arlo account and will not mean that you will be charged for a subscription after that.We can remove your card information on file as soon as we resolve the issue you are facing. The Arlo case number 43188549 will remain open until we resolve your concern. Let me assure you that we will not require you to pay for subscription and that we want to help in resolving this matter.
Thank you for choosing Arlo!
Best **************************************** Advocate
******************, INC.Customer Answer
Date: 11/01/2022
thanks but this doesn't work. as I have explained I don't have a card for you to put on file. Your rep said she was looking for another solution. One solution is just bypass the card on file or use your card if it's just to "enable free subscription"Initial Complaint
Date:10/09/2022
Type:Customer Service IssuesStatus: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 activated a subscription to Arlo on Jan 4TH 2022 and it was cancelled in Feb 4TH 2022 because I did not click auto renew. well I have been charged $12.14 every month since and have no active subscriptions and I am unable to subscribe to the service. for what ever reason when i hit subscribe it has an orange line that pops up and it says NULL. What ever that means. I'm into this for a little over $80.00 and something needs to be done. I'm not getting anywhere with ARLO. maybe you guys can get them moving. The reason that this has happened in the first place, My cameras have not been picking up what they are supposed to, So I started looking into it and found out that my subscription has been cancelled, May be my own fault but the charges are on Arlo. Arlo has all pictures in multiple emails to see what is wrong.Business Response
Date: 10/12/2022
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.
As per checking on your account the plan is still active and we do not see records of the plan being cancelled from February to September of 2022. In line we that, we can help you cancel the plan from the account and provide a refund for the current months charge.
Thank you and have a great day!
Regards,
Mhikko G.
Customer ************************************ ****Initial Complaint
Date:10/05/2022
Type:Order IssuesStatus: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.
they suppose to connect my camers up, and never did, this company need their license suspended , they commited perjuryBusiness Response
Date: 10/06/2022
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.
*******, 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. Upon checking on the previous case, our Level 2 Technical Support expert have assisted you on August 31, 2022. The troubleshooting steps were not completed as you have requested for a refund instead. Please be informed that for refunds, the device should have been purchased directly from Arlo.com within 30 days from the original shipment date. However, you may check the reseller where you purchased the device to learn their return policy.
Our responsibility as the manufacturer is to provide Technical Support and replacement to our valued customer who is still within the warranty.Thank you for choosing Arlo Technologies Inc.
Sincerely,
Yel ********************** Advocate
**********************.Initial Complaint
Date:10/02/2022
Type:Billing IssuesStatus: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 no longer have access to play-back on any of our cameras. Keep getting an error in the app saying that a subscription is required. WE HAVE ALREADY PAID FOR A SUBSCRIPTION FOR FOUR YEARS. Weve made multiple attempts to rectify the problem. We are either told we dont have a subscription or that the problem will be straightened out in a few days. Well, its now been three weeks and we still dont have full access. We have been totally scammed.Business Response
Date: 10/05/2022
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 we are ready to help. 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.
**********,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 two accounts I found linked to your Arlo Cameras. The paid subscription was linked to *************************. She had Arlo Secure Multi-Camera Plan for $10.91 monthly. However, since 8/24/2022, the card on file was found with insufficient funds. Email alerts have been sent to her since then but no payment information update happened. This resulted to the cancellation of your monthly plan.
Please be advised that we do not have annual subscriptions and we 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 and report this possible scam to **************************************
Below are helpful links that will help you secure the account and continue with your subscription:
How to change my Arlo Password? - https://kb.arlo.com/4377/How-do-I-change-my-Arlo-password
How to subscribe to Arlo Secure Plan - https://kb.arlo.com/000056588/How-do-I-subscribe-to-Arlo-Secure
To know more about Arlo Secure - https://www.arlo.com/en-us/arlosecure.html
Please feel free to let me know how else we can assist. Thank you and have a great day!
Regards,
*******************************
Customer ************************************ ****Customer Answer
Date: 10/07/2022
The Arlo cameras we purchased were bought thru Amazon. The purchase on the credit card statement was for a subscription for 3 or 4 years. So either Arlo is lying or someone has a customer service error that needs to be corrected ASAP.
At this point, Arlo has lost all credibility with me. My wife (*************************) doesnt have a single email from you. My credit card on file has NEVER had insufficient funds (lie #1) And had that been the issue to begin with, someone wouldve told me that during the numerous times I called to ask why I lost play-back access, rather than telling us it was a system upgrade issue (lie #2)
I realize there is always going to be unhappy customers with every business. However, after reading the numerous and similar complaints with Arlo, I no longer want to offer my business to them. I am requesting to be refunded for the amount on my credit card.
Business Response
Date: 10/09/2022
Hi ****,
Good day!
I understand you feeling that way. Please be assured that Arlo will never intend to collect payment without providing any service in return.
As we only have monthly subscriptions, we are interested to know the details of the yearly subscription you paid for. Please allow us to rectify the situation by first clarifying all the details involved in this charge. If you happen to have any invoice from this payment or any written transcript of your communication with the agent you spoke with, we would appreciate it if you could share a copy to us.
I have created an internal case regarding this matter. You may refer to Case# ********.
Also, can you kindly provide your preferred callback date, time and time zone for us to help you better? Our business hours are from 6 AM to 6 PM (Pacific).
Thank you and looking forward to resolving this with you.
Regards,
*******************************
Customer Care Advocate
**********************.Customer Answer
Date: 10/14/2022
This is the exact response theyve given at least one other time. This is ridiculous.
The link in their email does not work. When a customer tries to submit their email with a call-back number, an error comes up and no correspondence goes thru.
Its like being on a merry-go-round with this company, except that its cost me more than a quarter to ride.
Initial Complaint
Date:10/01/2022
Type:Service or Repair IssuesStatus: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 been using ARLO for over a year, and they specifically say that their cameras will detect movement and sound and record up to the time I set. We had our garage broken into, and the camera turned on once to show the two people arriving, then froze at 3 seconds, and we could not get any security information from the camera after that. These cameras are useless for security, and this company should not market them as such. Also, I am using my camera to detect when my husband and I get home from work. We have been able to walk in front of the camera without it even recording that a 'person' was in the frame. I often filter the videos in the app for "person," and I get nothing. Then I review individual video shots, and there is a person in the frame; why even advertise the fact that their cameras can detect what is in the frame? I have my cameras all set at the highest speed, and yet they only capture about 70% of the movent happening right in front of the camera. Also, the app that I download to my tablet and phone will say the camera is offline when it's not. We have gig speed wifi, no interruptions, and yet we constantly get messages that the camera is offline. These are not security cameras at all; Arlo is using false advertisements.Business Response
Date: 10/03/2022
Good *********************
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.
Please respond with your contact number so I can arrange a callback with you during your most convenient time.
I look forward to your response.
Thank you for doing business with us.
Sincerely,
*****************************
Customer ************************************ ****Initial Complaint
Date:10/01/2022
Type:Service or Repair IssuesStatus: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 bought a (4) camera Arlo Pro 3 set up. The system worked fine for about a year and several months ago (1) camera keeps showing offline. I have reached out to Arlo and they keep telling me to remove the battery from the camera and re sync it. I have done this numerous times and its not as easy as they may think it is. The cameras are mounted up high and require a ladder to take down. I have done a lot of research and others are having the same issues and seems to be a firmware problem. Arlo replaced the camera and I bought a new battery and still am having the same issues. This camera is the closest to the base station and worked fine for about a year. Its unreliable and leaving my home unprotected! I am honestly tired of spending my time trouble shooting something that I paid $1000 for and pay a monthly subscription. I would gladly give them back their equipment for a full refund. I would use that money for a quality and reliable system.Business Response
Date: 10/05/2022
Hello *****,
Good day!
I would like to convey to you our sincere apologies for the inconvenience you have experienced with your device. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. Arlo Technologies Inc. appreciates hearing from customers like you because we need feedback from our customers to help us monitor and maintain the quality of our products & services.
*****, please let me assure you that we continue to be committed 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.
Kindly share your preferred callback time.
Thank you for choosing Arlo Technologies Inc.
Sincerely,
*************************
Customer Care Advocate
**********************.Customer Answer
Date: 10/05/2022
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:09/29/2022
Type:Service or Repair IssuesStatus: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 bought two Arlo Ultra camera sets. One withs 4 cameras, the other with 5 cameras. The first set bought on Feb. 26, 2020, and the other bought on April 23, 2020. I never set up the cameras untill 6 or 8 weeks ago. The reason for this is that I have never been able to get a Wi Fi, signal across my home. Shortly after getting Starlink Satellite Wi Fi, three months ago, I was able to set up the cameras.I tried charging the recharagable batteries in my Arlo dual charger kit, but they were not taking a charge after 12 hours of charging. None of the batteries took a charge, rendering my cameras unusable.After spending over a month with Arlo customer service and approx. 12 hours of my time, they refuse to replace my batteries. Their final determination is the warranty had ended one year after purchase.They know I have never used the cameras, since they have to be used in their app. I buy a lot of products and have never experienced anything like the treatment they have given me. Rechargeable batteries should take a charge...... They are aware of the defective batteries yet are trying to blow me off. I have never seen a company be so less concerned over one of their customers as Arlo has been. They won't do the right thing. I am totally furious. I have sent them everything they have requested. i.e., receipts, serial numbers, ect.Business Response
Date: 09/30/2022
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 since August 4, 2022. Rest assured that we will do our best to assist you. If you will allow, I can arrange a new replacement for the batteries of the cameras to make sure that it will be working as intended.
Thank you and have a great day!
Regards,
Mhikko G.
Customer ************************************ ****Customer Answer
Date: 10/02/2022
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,
*******************
Customer Answer
Date: 10/17/2022
It has been ten days and I have not heard a thing from them. He suggested I email you regarding reopening the case.If you would be so kind to contact them regarding the settlement I accepted, maybe we can get the ball rolling. Without working batteries, I can't and haven't used the cameras. I hope there is nothing wrong with them.Business Response
Date: 10/18/2022
Hello ****,
Good day!
I would like to get in contact with you to make the best attempt in providing solution to your concern about the Arlo batteries to make your cameras work.
Kindly provide the following details when updating the case:
Preferred call back number
Preferred call back time
To reply to this message, kindly tap the "update case" button below and it will allow you to send a message.Thank you and we look forward to hearing from you.
Regards,
*********
Customer Care Advocate
******************, Inc.Customer Answer
Date: 10/26/2022
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:09/28/2022
Type:Service or Repair IssuesStatus: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.
There are several issues regarding the several Arlo cameras and hubs I purchased. Some of them are no longer able to be recharged and/or false battery status given. Arlo offers no customer support access; especially via phone for USA customers. This makes the cameras and hubs useless.Business Response
Date: 09/29/2022
Hello ******,
Good day!
I would like to convey to you our sincere apologies for the inconvenience you have experienced with your device. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. Arlo Technologies Inc. appreciates hearing from customers like you because we need feedback from our customers to help us monitor and maintain the quality of our products & services.
******, please let me assure you that we continue to be committed in providing you and all of our customers with the highest standards of product & service in the industry. After reviewing your account, it appears that you are not entitled to live agent support. Please be advised that emails regarding our updated Support options. Effective last October 4,2021, we've added new **************** services to benefit Arlo users with service plans and users currently on an Arlo trial plan, including all live agent support (phone calls, live and email support) and self-help support (chat bot, Arlo Community, the Arlo Support site). If you do not have a service plan or trial, you will still be able to access these services if your device is within the warranty: live chat support & self-help support options. When your hardware warranty expires (1 year from date of purchase), you can utilize any of the self-support options available to you including the Arlo chatbot,the Arlo Community, and the Arlo support site where you can find how-to articles and videos.
Hence, as a courtesy, we are going to provide assistance.Kindly provide your best call back number and preferred call back date &time.
Thank you and have a great day!
Regards,
***************
Customer Care Advocate
Arlo Technologies, ****Initial Complaint
Date:09/24/2022
Type:Service or Repair IssuesStatus: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 purchased over $1500 in this camera system, purchased 10 cameras which I was informed will work, I have a business out of my home, 2-3 cameras malfunctioned I went to Best Buy Geeksquadcares paid for install on 2 different occasions & two different technicians. The product still doesnt work the original cameras I have are no longer available and no one knows anything. Ive been sitting w a store credit for about 2 years and no proper security coverage. Now yesterday my property was damage the camera shows No recording of my mailbox being hit. Yet the camera works if the trees blow. I cant get an English speaking person at customer service who comprehends the problem. Very dissatisfied for a product I really like and have referred many to purchase. My camera settings are set properly . I should not have to buy an entire new system to get the proper security. I need to speak to someone directly for assistance, seems impossible ************Business Response
Date: 09/24/2022
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.
Thank you for letting us know about the issues you are experiencing with your camera and recordings. To assist you on this matter, we would like to speak with you over the phone, so please let us know your preferred time, including your time zone.
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.
Arlo Technologies Inc is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
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