Complaints

This profile includes complaints for Arlo Technologies Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Arlo Technologies Inc

  2200 Faraday Ave Ste 150 Carlsbad, CA 92008-7224

  
• 

  Arlo Technologies Inc

  3030 Orchard Pkwy San Jose, CA 95134-2028

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/05/2022

  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

  

  Business Response

  Date: 08/06/2022

  Hi ******, 
  
  
  My name is **** from Arlo ************* Team. This is in regard to your concern involving assistance for your Arlo camera system.
  
  
  We apologized for this unpleasant experience reaching out to our support team. You may leave your preferred time so I can arrange a callback with our support team.

  
  We value your business and thank you for choosing Arlo.
  
  
  Regards,
  *************************
  Executive ************* Advocate
  ******************, Inc.

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Arlo essential XL sec cameras 3 per package March 2021. Last week stopped working. Can't get an email or phone to talk to someone. We've charged it and it only stays in our app on our camera for 10 minutes no matter how many times we click add a device. Doesn't show pictures or even online. The chat thru Arlo is useless. They tell me they need it online to see what the problem is. If it's broke and can't stay hooked up to your application how can I get it online for you to look at it. Our other 2 cameras are fine and no issues at this time. I just want to replace this camera due to defects. This should of lasted longer than a year and I shouldn't have to buy another one. My daughter has had Ring for 5 years and no issues. I saw these on QVC and thought they were good. Had I known I wouldn't be able to get help by a person or contact someone I would of never gotten these. When your product is t working or malfunctioning you should step up and honor it. I would like someone from the company to contact me so we can get this fixed.Thank you ******

  

  Business Response

  Date: 08/09/2022

  Hello *******, 
  
  Good day! 
  
  This is **** from Arlo Customer Care. 
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your device the doesn't stay in the ap for more than 10 minutes. This issue has no doubt caused you some frustration and we want you to know that this is certainly not typical of our organization. Arlo Technologies Inc. takes great pride in maintaining a reputation for excellence, and we will make every effort to ensure that your next transaction with us is handled most efficiently. We appreciate hearing from customers like you because your feedback helps us monitor and maintain the quality of our products & services. 
  
  I would like to ask for more details by reaching out to you. Kindly reply to this email with your preferred callback time 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 ****************************************** ***

  Customer Answer

  Date: 08/09/2022

  
  
  Better Business Bureau:
  
  
  complaint ID ********, I am in EST. Anytime before 5 pm is good for me.
  
  
  Regards,
  
  
  ***********************
  
  
   
  

• Initial Complaint

  Date:08/02/2022

  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.

  Hi - I bought the original Arlo back in 2016 and I love it. What went wrong was that in 2020 my Elite plan was something they wouldn't honor anymore.At renewal time my credit card didn't go through because it had expired. I realize I didn't take action at that time; however, I had a family death at the time so I wasn't looking at my emails.I let the Arlo folks know right away, and with lots of back and forth they still wouldn't honor it. I've been wanting to file something formally but just realized that I could do it here. I still hope they could honor it.

  

  Business Response

  Date: 08/03/2022

  *******,

   

  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. 
  
  Andy, 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. Please be informed that this 2021, we have introduced Arlo Secure, our new service plan with unlimited cameras and reduced plan complexity. Arlo Secure maximizes your security and delivers personalized alerts, so you can take quicker action. Hence, I'm sorry to inform you that once the old plan has been cancelled, we can no longer reinstate it. You may only subscribe back to the new plans that we have.

   

  Please allow me to provide helpful articles about our subscription plan and how to subscribe:

  https://kb.arlo.com/000062366/New-Arlo-Secure-Plan-FAQ

  https://kb.arlo.com/88/What-are-the-available-Arlo-subscription-plans-and-how-much-cloud-recording-is-available

  https://kb.arlo.com/000056588/How-do-I-subscribe-to-Arlo-Secure

   

  Hope these helps!

   

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

   

   

  Customer Answer

  Date: 08/03/2022

  
  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 was able to change it to the new plan launched in October 2021 which is comparable to my old plan. Wish I knew about it then.
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  Date:08/02/2022

  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 three camera's. The minute the "trial period" ended, firmware updates will not take on any of my camera's. I have tried repeatedly. I cannot reach anyone by phone. I tried to purchase a "subscription" on the Arlo app, but apparently, if you use an iPhone, you cannot purchase subscriptions via your iPhone. This is not mentioned anywhere in the documents that came with the camera's. I went to the website, three times and entered my credit card info. Each time it said my card was accepted, the plan was purchased but I received no plan and don't believe my credit card was charged. Now, I tried to buy a subscription via their website, and the only offer is a $9.99 PER MONTH PER CAMERA "CVR plan". There are no other subscriptions available (also not mentioned anywhere when these cameras were purchased). When I purchased these camera's, I was told by Best Buy and Arlo that I would have many options to chose from, depending on my storage needs. I have three cameras that I cannot use, that are useless, that Arlo wants me to pay over $360.00 a year to view my own video ? This is false advertising. These camera's are all less than a year old and are of no value to me.

  

  Business Response

  Date: 08/04/2022

  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 refund request and explain further the subscription. 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: 08/04/2022

  I can be reached Monday thru Thursday from 9-5. Thank you. I would like a refund. These cameras are less than a year old and are useless to me. Absolutely useless because I have been unable to subscribe.

  

  Business Response

  Date: 08/06/2022

  Hi ***,
  
  Your response is greatly appreciated.

  Kindly expect a call on Tuesday,August 9, 2022, between 9:00 am to 5:00 pm PST
  
  
  Thank you for your patience.

  
  Best ********************************************************** Advocate
  ******************, Inc.

  Customer Answer

  Date: 08/11/2022

  I do not see a response here except to say expect a call from us, last Tuesday, between 9-5. I am asking for a refund. These camera's are useless and less than 10 months old. Thank you. 

• Initial Complaint

  Date:07/29/2022

  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 an Arlo home security system a little over a year ago that included 4 wireless HD security cameras, recently 2 of the 4 cameras stopped working. I called Arlo to speak to someone about this issue, but unfortunately, all I got was an automated system that did not address my concerns and I was not able to speak to a live person so that they could help me troubleshoot my system. Arlo does not have a live technical support person or for that matter any live person that displeased customers can converse with to solve any issues we might have! They have no real person that customers talk to if they have any concerns related to their products or billing!

  

  Business Response

  Date: 07/30/2022

  Hi ******, 
  
  My name is **** from Arlo ************* Team. This is in regard to your concern involving assistance for your Arlo camera system.
  
  We apologized for this unpleasant experience reaching out to our support team. Please be advised that our support options are now available from your Arlo Account via Arlo App. This is based on the support entitlement of your product.

  If you want to speak to our technical support expert for walk through assistance, you may leave your preferred time so I can arrange a callback with our support team.
  
  We value your business and thank you for choosing Arlo.
  
  Regards,
  *************************
  Executive ************* Advocate
  Arlo Technologies, Inc.

• Initial Complaint

  Date:07/26/2022

  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.

  January 19 2022 I purchased an arlo 4 camera through amazon for $163.99 plus tax. We live in ******, but went to ********* in April for a few months.While we were in ********* the camera quit working.I thought the battery had run down, however when we got home it appears the battery took a good charge but the camera does not work. I contacted amazon, and they gave me a number to call, but the number didn't get me to anyone. since then I have been on the arlo community and trying to get a number for arlo. None of my efforts have borne fruit. We have had two arlo systems for a number of years and have been happy with them. When we bought the new arlo 4 camera we are very very disappointed with the support.

  

  Business Response

  Date: 07/26/2022

  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. If you would like to discuss this over the phone, please provide us with your preferred date and time (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.
  
  ***** M
  ************* Advocate
  ******************, ****

• Initial Complaint

  Date:07/26/2022

  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 am unable to access my Arlo security system. My trial subscription ended and I got logged out of the app and cannot get logged back in. When I do I get a "Your request timed out" error. I also cannot access my account or security system from my computer. In fact I am unable to even access any Arlo websites from my browser. There is zero options for customer service. You cannot speak to anyone. The only instructions I am able to find are to access their "Enhanced" technical support via the app. MY CHIEF COMPLAINT is that I cannot log into my app let alone my cameras!

  

  Business Response

  Date: 07/27/2022

  Hi ********, 
  
  My name is **** from Arlo ************* Team. I tried to call you on your number and I left you a message. This is in regard to your concern logging in to your account.
  
  We apologized for this unpleasant experience reaching out to our support team. Please be advised that our support options are now available from Arlo Account. Though in cases like yours, where you could not login to begin with, getting to the support options can be a challenge.
  
  If youre having trouble logging in, you can normally change or reset or password from the login page via web browser. You may check this link for the procedure.
  https://kb.arlo.com/4377/How-do-I-change-my-Arlo-password
  
  If you want to speak to our technical support expert for walk through assistance,you may leave your preferred time so I can arrange a callback with our support team.
  
  We value your business and thank you for choosing Arlo.
  
  Regards,
  *************************
  Executive ************* Advocate
  ******************, ****

• Initial Complaint

  Date:07/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I have contacted Arlo 2-3 times already to help me with my arlo cameras. Their support system does not help at all. The first time I contacted them I was still under the one year warranty. My camera had stopped working compltely. Now 2 years later 2 more cameras stopped working and all they keep telling me to do is to do the basic troubleshooting I have done a million times. I have 4 Arlo pro cameras and now only 1 works.

  

  Business Response

  Date: 07/27/2022

  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 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 account under the email address provided, *************************. However, there is no device associated with it. Kindly provide the following so we can assist you further.

   

  1.Email address associated to the account
  2. Best call back number and preferred call back date & time (kindly indicate the time zone as well)

   

  As soon as we receive your callback details, we will endorse your case to our level 2 technical team for assistance.

  
  For your reference, I have created the case number 43110770.
  
  Thank you and have a great day!
  
  Regards,
  
  ***************
  Customer Care Advocate
  ******************, Inc.
  

  
  

  Customer Answer

  Date: 07/27/2022

  
  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. I used this email because I purchased the cameras. All the account information is under my wifes name. ********************* Best phone number is ************. We are in Central time and any time that you want to call will be fine. 
  
  Regards,
  
  ***************************