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:08/18/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 3 Arlo essential spotlight cameras and a doorbell Nov 25 2021. Cameras costs ****** for 3. Received them 12-1-21. They are 8 months old. On **** 1 of the cameras quit working. I called Arlo at ************ and spoke with *****. He told me I would have 2 pay a 1 time fee of ****** for software update for camera to work. I told him others were working. He said they were quit soon. I pay **** monthly subscription to retain video. I told him to cancel subscription and he told me cancelation fee is ******. I asked to speak to Supervisor and was told same thing. ****** for software update and ****** to cancel. I feel like this is a scam. I was completely happy with cameras but would not like a refund. Everyone that I have talked with that has Arlo has never heard of this. Not happy with the way ***** talked to me on the phone and that I would either pay or not have cameras. I would like a refund. These were bought at Best Buy on 11-25-21. Order number BBY01-8065314777585. Thank u for any help you could give me. *******************

  

  Business Response

  Date: 08/19/2022

  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 get more information about the conversation you had with the person named ***** hence, kindly reply with your preferred contact number and schedule including the 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. 

  Customer Answer

  Date: 08/24/2022

  At this point I have received 10 emails from 4 different people at Arlo. All asking I do the same thing to get camera online.  It doesn't work.  I have tried repeatedly.  All I want is a replacement camera. This is suppose to have 1 year warranty. My cameras are only 8 months old.  I bought 3 and a video doorbell.  Please just replace the camera not working. I have sent Arlo my receipt.  Multiple times.  

  

  Business Response

  Date: 08/25/2022

  Hi ****,

   

  Thank you for your response. It is regretful to hear about your experience with the service. However, I can surely help you with your request if you will allow me to speak with you. As I have requested before, kindly reply to this correspondence with your preferred call back schedule including the time zone.

  I look forward to hearing you.

   

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

  Customer Care Advocate

  ******************, Inc.

  Customer Answer

  Date: 08/27/2022

  I have talked to many people repeatedly.  U have my contact info. I have given that repeatedly also.   I received an email stating I would receive a replacement camera but I would have to pay return shipping with tracking and if return wasn't received I world be charged for camera.  I don't feel I should have to pay that on an 8 month old camera. All I want is a replacement camera.  I've done everything they have ask me to do to get it to work.  This has been exhausting... 

• Initial Complaint

  Date:08/14/2022

  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.

  My credit card was used to purchase their service, by my soon to be ex husband. He deleted my access ro the device and changed the account password locking me out. I have asked them to delete my credit card info from the account and they refuse to do it. I dont see how they can charge my account when I have on multiple occasions told them they are not authorized to do it. The account holders name is not associated with my credit card at all.

  

  Business Response

  Date: 08/19/2022

  Hello *********,
  
  Good day!
  
  This is **** from Arlo *************.
  
  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 reviewed the case related to your concern. I can see that you contacted us regarding the subscription fee on your ex-husband's Arlo account that was billed to your bank account. Apparently,since the subscription is in your husband's account, for security purposes we are not allowed to modify or cancel his subscription. Our recommendation is for you to ask him to cancel the plan or change the payment information on the account. You may also coordinate with your bank to stop the payment. 
  
  Please let me know if you have other concerns. 
  
  I have created case number 43134663 under your account for your reference. 
  
  Thank you and have a great day!
  
  Regards,
  
  ***************
  ************* Advocate
  ******************, ****

  Customer Answer

  Date: 08/19/2022

  Im not asking you to cancel his account.  I have no way of contacting him and I have explained numerous times.  .  I am simply asking for you to remove my account information from the account and he can add his own if he wishes to continue the service.  This is beyond ridiculous l.  It is my credit card and I have a right to say who can and cannot process charges against it.    This is actually criminal!

  

  Business Response

  Date: 08/20/2022

  Hi *********,
  
  Good day!
  
  We understand your frustration and inconvenience on this matter. However, it is only the account holder who can remove the payment information on the account.If you do not authorize the charge on your credit card, it is best for you to contact your bank and stop the payment.
  
  Please let me know if you have further concerns.
  
  Thank you and have a great day!
  
  Regards,
  
  ***************
  ************* Advocate
  ******************, Inc.
  

  Customer Answer

  Date: 08/22/2022

  This is in no way a solution.  You do not care about your customers.  You are scam artists and thieves!

• Initial Complaint

  Date:08/12/2022

  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.

  I bought my Arlo cameras in 2021 I have tried to contact Arlo concerning my camera not working and not connecting to my phone they have said that they would contact me but have not if I can't get my cameras working I would rather get a refund for my devices I have filed a complaint is was answered but yet again still no contact with the business. I can be contacted at ************ as i have stated before with no results. My email is **********************

  

  Business Response

  Date: 08/14/2022

  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  of your Arlo cameras. Please accept my sincerest apologies on the inconveniences this issue may have caused you. Please provide us with your preferred date and time of call back so I can schedule a call back 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.
  
  ***** M
  ************* Advocate
  ******************, ****

• Initial Complaint

  Date:08/12/2022

  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.

  On Sunday, August 7, 2022, I purchased an "Arlo Secure" subscription plan at a rate of $9.99/month. After my credit card was charged, I was unable to add my 5 Arlo security cameras to the subscription plan. My wife contacted the company and learned that she must be the one to subscribe as the primary account holder (I'm a secondary, granted access to our cameras through her account). We followed the Arlo representative's instructions to cancel the subscription under my account, then re-subscribe using my wife's account. After rectifying the issue, we noticed that our credit card was charged twice for this subscription. We have both contacted Arlo customer service attempting to resolve the double charge, requesting a refund of one of the two charges. I continue to be transferred from representative to representative with no resolve. In the last response, the Arlo representative requested a receipt, which they never furnished. Further, they are able to see the transaction within my account. I am extremely disappointed in this company. This is the worst customer service I've ever experienced.

  

  Business Response

  Date: 08/24/2022

  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.
  
  Kindly allow me to assist you with your subscription and charges. Can you provide the best time to reach out to you?
  
  Thank you for choosing Arlo Technologies Inc.
  
  Sincerely,
  
  *************************
  Customer Care Advocate
  **********************.

  Customer Answer

  Date: 08/27/2022

  
  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.

  Arlo Technologies can contact me anytime at ************* or *********** regarding a refund for case reference # ********.

  
  Regards,
  
  *********************
  
   

  
  

• Initial Complaint

  Date:08/11/2022

  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.

  Bought 3 Arlo cameras from US Cellular. Still paying for them under contract. 2 cameras went offline because battery ran down. After charging battery they will not come back online. Arlo customer support wants to charge $349 to put them back online. Cheaper to buy new ones. Still paying for them plus phone connection for something that doesn't work. I want them put back on line at no charge.

  

  Business Response

  Date: 09/27/2022

  Hello *******, 

  Good day! 

   

  Our technical assistance is free of charge. 

  Kindly share your preferred callback time and we will assist you. 

   

   

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

  Customer Answer

  Date: 10/08/2022

  Arlo has made no attempt to resolve this matter. I feel I have been cheated. 
  

  

  Business Response

  Date: 10/10/2022

  Hello *******, 

   

  Good day! 

   

  We do not ask for payment for the technical assistance. 

  I will reach out and will provide resolution for the issue. 

   

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

• Initial Complaint

  Date:08/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two new cameras within the last month and set up went great and they worked for a short time they went off line and I immediately looked up on the website troubleshooting resolutions I have done them all including restarting and checking my own Internet and it still has not worked. I Went on Arlo chat where I talked to ***** and I told her I tried all of those things hard reset, going over the same troubleshooting list that I looked at previously to no avail they are still not working and I tried to get the phone number which I am entitled to using the phone number for your support because my two cameras came with three months of Arlo Secure membership but when trying to troubleshooting list it instructed me to remove the camera from my app and hub which I did and now I cannot reach a phone number and I told ***** this and still very unhelpful maybe this is company policy but Im stuck with cameras that arent working with no help. I will end up returning both my cameras and I will not pay for Arlo Secure after my three months and you will lose my membership and I will pick a different company because there are many out there you are not the only one. The Arlo chat is very cumbersome and hard to reach somebody. Also I bought those two cameras because you were running a sale the essential camera and the spotlight camera Im not sure if theyre an old generation and the camera Offline problem is common. I have an older camera still connected to my hub it is working just fine while the other two newer cameras are not connecting so I know its not just my Internet. I would like to resolve this by maybe talking to someone on the phone and or getting two replacement cameras because these are faulty. If I cannot get an exchange I would like a refund. Its unfortunate I have to resort to BBB I should just be able to handle everything through a companys support system which yours is nonexistent. Reference number given to me ********

  

  Business Response

  Date: 08/11/2022

  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. 
  
  It would be my pleasure to help you with your cameras that went offline. Kindly reply with your best call back number and your preferred schedule, including the time zone. For your reference, we operate from 6 AM to 6 PM **************** Time.

  
  I will also be creating a case number to be sent to your email for your reference.
  
  Thank you and have a great day! 
  
  Regards, 
  *****************
  Customer Care Advocate 
  ******************, Inc. 

• Initial Complaint

  Date:08/10/2022

  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.

  Canceled the *** plan for 24/7 recording on cameras. Confirmation screen showed a refund for service not used. I was canceling service to reduce bills due to unexpected expenses. Instead of refund they charged my account twice, once for a dollar and then another fee. Both fees triggered overdrafts since my account had a almost zero balance. Costing me overdraft fees with my bank. I contacted support to get this resolved, They refunded the additional charges but have not refunded what was on the confirmation screen. Nor compensated me for the additional fees my bank charged me due to their system charging me instead of refunding me according to their confirmation page of cancelation. I consider this fraudulent, showing a refund on the confirmation page of canceling and instead charging me. I did not give permission for them to charge my account. Knowing I didn't have the funds to cover.

  

  Business Response

  Date: 08/11/2022

  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 your transactions with us, I was able to identify that the $26.73 refund has already been credited as a prorated refund upon resubscribing on both 14 Day CVR plan and Arlo Secure Plus plan on July 23, 2022 which you have paid $7.08. I have sent the invoice for this transaction on a separate email for your reference. 

  Hope this helps!

   

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

  Customer Answer

  Date: 08/11/2022

  I didnt want to resubscribe. I was on the phone with arlo support and followed the steps they told me. The result gave me the same refund confirmation screen that it did the first time. Both times said I was to be refunded and wouldnt be billed for the secure plan til my billing date. Neither the first time nor the second time did it mention a charge of $7.08.  The issue is because your system charged me $7.08 and did not give me a refund. The screen shot clearly shows a refund not a pro rated extension. If I was aware of a $7.08 charge I would of not canceled at that time knowing my bank didnt have the funds to cover the $7.08. You billed my card without approval, causing an overdraft of $36. That is the reason I called support on July 23rd. The refund the support team processed was only for the $7.08 that was charged without my approval.

  

  Business Response

  Date: 08/15/2022

  Hi ******,

   

  Good day!

   

  Thank you for your prompt response. We truly apologize for the inconvenience this has caused you. We are committed to solving your issue. I would like to get in contact with you to make the best attempt in regaining your confidence in our company and provide solution to your problem as soon as possible. Kindly provide your preferred callback time and time zone for us to assist you by responding to the email that I will send separately. I have created a case with case number: 43106848. 

   

  Thank you and we look forward to hearing from you.

   

   

  Sincerely,
  
  Yel ********************** Advocate
  **********************.

   

• Initial Complaint

  Date:08/09/2022

  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 was suddenly kicked out of my account on 8/9 with no warning from Arlo. I was unsuccessful in using the chat bot to resolve my issue as the system would not give me time to obtain the pin sent via email. I had then called the Arlo support line for help. The first customer service representative was a major security concern. To start, they asked for MY PASSWORD. Never once has a reputable company requested a personal password to an account. After that, they tried telling me I was locked out due to the wrong account - trying to get me to provide a credit card number to upgrade. Due to MAJOR security concerns from the call with said representative, I would like a refund of the initial cost of the security system I purchased so I can replace with another set from a different company that doesnt have customer service representatives trying to scam you. Happy to send the system back to the company once refund issued. Please also cancel my subscription and delete all account information.

  

  Business Response

  Date: 09/27/2022

  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. 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 cases related to your concern. We have records of your contact by chat regarding technical issue on the device. All contacts to Arlo are systematically logged into the system. However, there was no record of phone contact in your account. Moreover, Arlo technical experts are prohibited from asking Arlo users account password and credit card information.
  
  We do not have a hotline number that you may dial. It is designed this way for more security. The only way to connect to our phone support experts is by logging in to your Arlo App > Go to Settings > Select Support >Phone Support. It creates a secured line between our technical experts and Arlo users. If you believe that you have dealt with a possible scam, I highly encourage you to report this to *************************************.
  
  With these said, your product refund request is declined. As for your subscription cancellation request, this option is available by logging in to your Arlo App or Arlo website account. Check link below for guidelines.
  How to cancel Arlo Subscription: https://kb.arlo.com/1215141/How-do-I-change-or-cancel-my-Arlo-subscription-plan
  
  Please let us know should there be anything else we can help you with.
  
  Thank you and have a great day!
  
  Regards,
  
  *******************************
  Customer ************************************ ****

• Initial Complaint

  Date:08/09/2022

  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 bought the arlo camera and subscribed to their monthly billing **** a month. with 2 weeks I took the system back to the store for a refund. arlo keeps billing me and because I closed my account they fail to reinstate said account saying it is closed open a new account. This is a run around since I cannot find no where to cancel the subscription they keep billing me with for the third month. This is my situation with this Company and their support system is actually non-exsistance

  

  Business Response

  Date: 08/09/2022

  Hello ********,
  
  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 billing of your Arlo system. Please accept my sincerest apologies on the inconveniences this issue may have caused you.
  
  If you would like to discuss this over the phone, please provide us with your preferred contact number and time 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.
  
  ***** M
  ************* Advocate
  ******************, Inc.

• Initial Complaint

  Date:08/05/2022

  Type:Billing 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.

  Hello, please change the email for account ********************* to "******************"Emailing/Mailing photo ID to ********************** support and to remove TFA/2FA authentication.Thanks.