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.

close

Find a Location

Arlo Technologies Inc has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/14/2022

  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 have a case: ********. The camera battery runs down within a month. They have requested a number of things for me to do, and now I am being asked to do more. Here is what I have done:Taken it down and have it point to the wall for two days Created small activity zones Moved to best optimized battery Sent the router information Did an upload and download speed test.Measured in feet the distance After I sent the last three, within minutes I was told to now reduce video length (I dont know how to do that) and send a video (this is for watching my disabled son, so I dont want to do that). Note that when I first updated it, they told me to move the camera and crate activity zones, which I did at the very beginning. It was only when I sent another message that I got the direction to reduce the video length. Clearly that information was not reviewed in depth.I have bought three cmaras. I want to buy more, but this is horrible. They clearly are told to make it as hard as possible. I dont understand how the camera is so fragile, so badly made that it is such a mystery that a 14 foot router camera separation, optimized battery life, activity zones, upload and download speeds which are good is sufficient. At this point, I probably should take the three cameras as a loss and move to Ring, make a review on Amazon and give up.

  

  Business Response

  Date: 09/14/2022

  Hi ****,
  
  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.
  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 ************************************ ****

  Customer Answer

  Date: 09/16/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution including resolving it to my satisfaction would be satisfactory to me.  I will wait for the business to perform this action, resolve it to my satisfaction and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************

  Contact email: ****************

  
   

  
  

• Initial Complaint

  Date:09/13/2022

  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.

  A long time ago, I had an Arlo system (cameras, paid monitoring/recording). Years ago, I stopped using that system.On July 1, 2022, I purchased a new Alro system. It's described as "Arlo Pro 4 Spotlight Camera - 3 Pack - Wireless Security, 2K ************ Color Night Vision, 2 Way Audio, Wire-Free, Direct to WiFi No Hub Needed, White - VMC4350P" and the grand total was $501.37. Arlo promotes that the first three months of monitoring/recording are free. Diligently following the instructions/prompts by Arlo, I installed the new system.Again, the first three months of monitoring/recording is to be free per Arlo. The Arlo app confirmed that fact. It shows "3 Month Trial" with "Trial ends October 3, 2022." A screen shot is attached.However, Arlo erroneously charged me for those first three months. Arlo charged me $9.99 in July. Arlo charged me $9.99 in August. Arlo charged me $9.99 in September. Screen shot attached.When I notified Arlo of the error, I was told that the most they could do was credit me for one of the three months that it erroneously charged me. I said that Arlo must fix the matter including a full credit/refund for the three months that it charged me when it was not supposed to do so. I've contacted Arlo repeatedly and via multiple methods (chat, email, and phone). Since Arlo has been non-responsive to resolving this matter and keeping my money at this point amounts to willful theft I will not let it go. Accordingly, I'm filing this report with the BBB. It is very sad that it's come to this, but I cannot and will not tolerate Arlo's inappropriate action (taking my money when it clearly should not have done so) and inaction (not resolving this serious problem).

  

  Business Response

  Date: 09/21/2022

  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. 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 resolve this matter by speaking with you over the phone. Kindly reply with your preferred callback schedule including the time zone. You may also include the best number to reach you.
  
  I will also be creating a case number to be sent to your email for your reference. Please let me know if you need further assistance. 
  
  Thank you and have a great day! 
  
  Regards, 

  
  ************

  Customer Care Advocate 

  ******************, Inc. 

• Initial Complaint

  Date:09/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order date is July 2nd, 2022. I will get to order total. I ordered a three camera system from ARLO. One of the cameras stopped working after 6 days. I contacted support and they had me remove and install the camera several times. The camera never came back on line. We had this exchange for weeks. When I said I wanted the camera replaced under the warranty they said no because it was beyond the 30 days. I explained that I started the complaint about the camera at day 6. They wouldn't replace the camera until I started a complaint with the ********* DTACP. I got the new camera after I paid for the shipping and it failed 5 days after I got it. I bought it as a system of three cameras, so one fails the system is failed. The system worked for a total of 11 days, well before their 30 day cutoff. I don't want the system anymore as it does not do what was advertised, record video of me property. I feel that I am out hundreds of dollars for something that was advertised as a three camera security system.

  

  Business Response

  Date: 09/14/2022

  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 issue was not resolved though you have reported them to us since July 13, 2022. Rest assured that we will do our best to assist you. If you will allow, we are still reviewing the case and order regarding your return refund request.
  
  
  
  Thank you and have a great day!
  
  Regards,
  
  Mhikko G.
  Customer ************************************ ****

• Initial Complaint

  Date:09/12/2022

  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.

  Canceled my service two months ago and was billed twice now even though my account was canceled. Requested refund for the past two months since it was canceled - spoke to Yel in customer service and ******* on chat online - both who were unable to help me. This is unacceptable. Requesting a full refund immediately.

  

  Business Response

  Date: 09/14/2022

  Hello ****,
  
  Good day!
  
  This is **** from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your device. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. 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.Upon checking case number ********, a full refund for the month of July & August and prorated refund for September with the total amount of $18.20 has been processed on September 12, 2022, back to your original form of payment. The refund will reflect on your account within 3-5 business days. This was also communicated to you by my colleague Yel on the same day via phone and email.
  
  Please let us know if you have other concerns.
  
  For your reference, I have created case number 43160651 under your account for this BBB case. 
  
  Thank you and have a great day!
  
  Regards,
  
  ***************
  Customer Care Advocate
  ******************, Inc.

• Initial Complaint

  Date:09/11/2022

  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 was a long term customer of Cellcom for my cellular service. Unfortunately, the cellular signal was not able to reach our rural area due to changes in their infrastructure and we needed to change to sustain our agronomy business. I purchased an Arlo camera system on10/9/2020. It was not able to be set up properly and for months Cellcom tried to assist me in my coverage. They were not able to get any customer support from **********************. I switched cellular providers to **** as there is cellular coverage in my area. Unfortunately the camera is still not working. IT is a Arlo Go LTE Camera and solar panel. imei **************** S/N 57L29B73A0001D. I have tried working with Cellcom and the manager several times and hours to resolve the lack of support from Arlo to no satisfaction on Arlo's end. Now that I have switched carriers Cellcom feels as though they are no longer able to support my purchase and lack of the cameras functional ability to even turn on as I have no account with them (25 yrs of loyalty to Cellcom from our business). **** has also tried to work with me since June of 2022 to resolve the Arlo camera issue through the tech support. **** has not been able to get any customer service satisfaction either. I would like full reimbursement of my defective camera. I have at least 60 hours of trying to resolve this security camera nonfunctioning and reimbursement/exchange options to no response from ARLO> please assist me. The total was $449.00 plus the usb and solar panel $120.01= $569.01. I feel as though this was a lemon from the beginning and ARLO has no person to respond to any customer service related support. Thank you for your consideration.

  

  Business Response

  Date: 09/21/2022

  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. 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 our customers with the highest standards of product & service in the industry. We acknowledge your product refund request due poor cell signals which lead to non-use of your Arlo Go camera. However, please take note that signal strength will determine the effectiveness of your Arlo Go camera being a mobile device. Service-wise, it is solely dependent on it. With that said, your refund request is denied but we strongly recommend you to go back to the place of purchase/reseller in order to seek refund.
  
  Please let us know should you need further technical assistance and we will be happy to endorse you to our level 2 technical expert.
  
  Thank you and have a great day!
  
  Regards,
  
  *******************************
  Customer ************************************ ****

  Customer Answer

  Date: 09/26/2022

  We have made several attempts to resolve the issue of no power to the unit. Thus far not one person from arlo has accepted responsibility to grant ******** service access. Per the representative from place of purchase this is an Arlo issue. Not a cellular issue. I have requested a phone call as well. This did not happen either. Cellcom and AT&T also requested phone calls. Defective manufacturing is not an option. ************

  

  Business Response

  Date: 10/05/2022

  Hi ********,
  
  Good day!
  
  I have tried contacting you on 9/28/2022 but I was only able to reach your voice mail. We tried searching our records for your device with serial number ************** but to no avail. If you could kindly identify the Model number of your device and provide a picture of the Arlo Go serial number, we can further check on it. There are certain Arlo Go cameras with restrictions in terms of transferring to another cell service provider. That could be one reason why your Arlo Go would not work with AT&T when you switched service.
  
  We have created an internal case that you may refer to Case# ********.Once all information is verified, I will link your details to this case.
  
  Looking forward to sorting and resolving this Arlo Go concern with you.
  
  Thank you.
  
  Regards,
  
  *******************************
  Customer Care Advocate
  **********************.

• Initial Complaint

  Date:09/07/2022

  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.

  We can not access our cameras and have tried online Chat, no help! There isnt a customer service number available and we are paying for a system that does not work. We would like to cancel our account and go with a repeatable company that will actually service their customers. Very frustrating, I would NOT recommend Arlo!!

  

  Business Response

  Date: 09/08/2022

  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 your Arlo cameras. Please accept my sincerest apologies on the inconveniences this issue may have caused you. Could you please provide us with your preferred date and time of call back (including time zone) so I can schedule a callback with you and attend to your concern the soonest possible time.
  
  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
  ******************, ****

• Initial Complaint

  Date:09/06/2022

  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.

  There is an arlo ****** support ph: **************.That said English is not the customer service agents first language. So you should pack some patience with them. I am with them for the moment but don't pay monthly fees. If your internet is with **** in an apartment complex then your arlo and internet can be hacked if you have the old Hitron modem. As the main modem for the building has username and password right on the modem and if it's in a common area like laundry room and someone wants to try messing around it can be done. So heads up either pay for upgrade or switch internet providers.

  

  Business Response

  Date: 09/14/2022

  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. 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.

  
  I would like to ask if you have issues with your Arlo device or with your internet provider? 

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

• Initial Complaint

  Date:09/06/2022

  Type:Customer Service 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.

  Complaint *********** I responded to previous complaint saying I accepted the response from the business however, I am still unable to contact them and I am still being charged for service. I thought payments were stopped but I am still being charged.I need ************************* to contact me. I need payments to stop on my credit card.

  

  Business Response

  Date: 09/14/2022

  Hello *****, 

   

  Good day! 

   

  I will reach out soonest and discuss your concern. 

   

  Thank you
  
  *************************
  Customer Care Advocate
  ******************, Inc.
  
  

  Customer Answer

  Date: 09/14/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:09/04/2022

  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 have been using Arlo for security cameras at home for the past 3 years. My base station went offline and will not connect. This has happened before and I was able to speak with someone to guide me through connecting. I have followed all of the steps presented to connect my base station and it is still not working. Now they saying that I am not entitled to speak to a live agent for support. I am getting the run around and my equipment is not working.

  

  Business Response

  Date: 09/05/2022

  Hello Diamond,
  
  
  Good day!  
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your device. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. Arlo Technologies Inc. appreciates hearing from customers like you because we need feedback from our customers to help us monitor and maintain the quality of our products & services.  
  
  Please let me assure you that we continue to be committed in providing you and all of our customers with the highest standards of product & service in the industry. I would like to get in contact with you to make the best attempt in regaining your confidence in our company and provide solution to your problem as soon as possible. Let me know of your available time for a callback so I can settle this issue with you.

  I look forward to your response.
  
  
  Thank you for choosing Arlo Technologies Inc.

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

• Initial Complaint

  Date:08/30/2022

  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.

  We received a 3 set of Arlo cameras for Christmas. They continued to say too cold. Then I waited until spring and they still didnt work. I contacted Arlo support on March 10, 2022. They promised me a replacement camera. I have not yet received. It is beyond the refund time for the set to be returned so now I am stuck with $400 cameras that never worked.

  

  Business Response

  Date: 08/31/2022

  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 March 10, 2022. Rest assured that we will do our best to assist you.If you will allow, I can arrange a new replacement for the cameras to make sure that it will be working as intended. We will do an advance shipping were we will send the replacements first then once you receive it kindly return the defective devices using the return label attached to the package.
  
  For your reference here is your New case number: 43146535
  
  
  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,
  
  **************
  Customer ************************************ ****

  Customer Answer

  Date: 08/31/2022

  I will accept replacement of the cameras. I will ship the old cameras back. My mailing address is *******************************************************. I am not sure why a call is required but my phone number is ************** and I am  tomorrow 9/1 from **** CST and 9/2 from **** CST. 

  

  Business Response

  Date: 09/01/2022

  Hello *****,
  
  Good day!
  
  This is Mhikko from Arlo Customer Care.
  
  I have received your response towards our replacement offer for all the cameras. I was able to arrange a new replacement for the cameras to make sure that it will be working as intended. We did an advance shipping where we will send the replacement first then once you receive it kindly return the defective devices using the return label attached to the package. Please do take note of your reference numbers for each cameras.
  
  
  Arlo Pro 4 Camera(VMC4050P) SN: AA271A7EA6520 - RMA 7227489
  Arlo Pro 4 Camera(VMC4050P) SN: AA271A7RA6BA8 - RMA 7227490
  Arlo Pro 4 Camera(VMC4050P) SN: AA271A7SA6490 - RMA 7227491

  Please let us know once you received the replacements and returned the faulty cameras.

  
  
  Thank you and we look forward to hearing from you.

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