Complaints

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

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  NETGEAR

  350 E Plumeria Dr San Jose, CA 95134-1911

• 

  NETGEAR

  PO Box 540009 El Paso, TX 88554

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:04/06/2023

  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.

  I cancelled the service in August 2022. In March 2023 I was charged their $99 annual fee. I attempted to contact the company several times to receive a refund and have not received a response. I am seeking a refund for the service I cancelled 6 months prior to being charged.

  Business Response

  Date: 04/12/2023

  Dear ********************,
  
  Good day!
  
  My name is Draze and I am a ************* Advocate for ********************** I understand from your recent correspondence that you have submitted a complaint regarding an unauthorized charge from your Armor Security - 1 Year. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.

  Were really sorry that the customer service and support you were expecting from us didnt turn out as you were expecting. We take full responsibility for not making enough effort to provide you our usual high service standards.

  I took some time thoroughly checking your concern and I am currently having difficulties in pulling up your account with NETGEAR, Hence I could not locate the said charge, I would like to know whether you have used a different email address with NETGEAR so we can further investigate.

  Your prompt response is well appreciated!

  
  Regards,
  
  Draze C.
  ************* Advocate
  NETGEAR, Inc.
  

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19902808
  
  The email address provided is the same one used on the account. The account was cancelled in 2022 therefore it may not be in the system. However, as shown in screenshot provided in the original complaint, it shows I have been charged $99 for services.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 04/18/2023

  Dear ********************, 

   

  I hope this email finds you well,

  Thank you for letting us know that the account was already deleted. Since the account was already requested to be deleted I may need to seek further assistance from our ****************** so they can validate the charges and get you a refund. Kindly give us ***** hours to check here, I'll surely send you an email confirmation once its done.

  We deeply value your feedback as this will help us improve the quality of our service, So If you have any questions or concerns, please let me know.

  Thank you for contacting NETGEAR!

  
  Regards,
  
  Draze C.
  Customer Care Advocate
  NETGEAR, Inc.

  Customer Answer

  Date: 04/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/05/2023

  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.

  Netgear is purposefully double charging users and charging people who canceled their subscription services for netgear armour. On 2022/03/18 I canceled my subscription with netgear for netgear armour service (see exhibit A in PDF). I have purchased it directly from Bitdefender and utilized a promocode to activate it on 2023-03-15. Even though I canceled with netgear back in 2022 they still billed my credit card for $99, on top of that I had already purchased the annual subscription to the exact same service through Bitdefender and activated it on my netgear product (see exhibit B in PDF)I have contacted their support via email 9 times since 03/25/23, referring to Case #********. I have not gotten ONE response whatsoever other than an automated case number, this is just insane that I cannot get a resolution for being billed for a service I already own.

  Business Response

  Date: 04/12/2023

  Dear ************************,
  
  Good day!
  
  My name is Draze and I am a ************* Advocate for ********************** I understand from your recent correspondence that you have submitted a complaint regarding an unauthorized charge coming from your Armor Security - 1 Year- ********. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  
  Were really sorry that the customer service and support you were expecting from us didnt turn out as you were expecting.
  We take full responsibility for not making enough effort to provide you our usual high service standards.
  
  Please be advised that this is now being reviewed for refund and we will get back to you within 5-7 business days once the refund had been processed, I'll surely send follow-up emails if there are other information needed from you to help us resolve your concern.
  Hopefully, this will address your problem. Do not hesitate to contact us if you have any additional feedback.
  
  If you purchased the contract with discount, the adjustment amount will be the total refund you will be receiving. Same goes if taxes were put on top of the contract price.
  
  The process of the refund also cancels the support agreement that you had purchased. If further phone support is needed, this will be based on your support entitlement for your NETGEAR device.
  
  We deeply value your feedback as this will help us improve the quality of our service, So If you have any questions or concerns, please let me know.
  
  Thank you for contacting NETGEAR!
  
  Yours in Service,
  
  Draze C.
  ************* Advocate
  **********************

• Initial Complaint

  Date:04/05/2023

  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.

  Purchased a Netgear Nighthawk AX5400 on September 10th, 2023. It clearly has a 1 year Hardware warranty on the box. The Ethernet port for the *** stopped working on April 1st. Company is refusing support without charging extra.

  Business Response

  Date: 04/12/2023

  Dear **************,
  
  I hope you are well,
  
  My name is Draze and I am a ************* Advocate for ********************** I understand from your recent correspondence that you have submitted a complaint regarding your Nighthawk AX6 AX5400 WiFi Router with Armor 1 Year free(RAX54) wherein The Internet light on the router does not light up when the Ethernet wire is in the *** port. We appreciate that you raise this to us, I will make every effort to ensure that your case with us is handled efficiently.
  
  I have personally taken the time to review your account and I noticed that your Nighthawk AX6 AX5400 Wi-Fi Router with Armor 1 Year free (RAX54) is already expired for Phone support.  We are more than happy to work with you in addressing your issue.
  
  Hence that's why our Technical Support Representative suggested that you to acquire a Gear Head support plan. So that if ever the issue would not be immediately resolved. you can directly reach them 24/7 to address any technical concerns.
  
  Please kindly create an email inquiry on: ************************************************************* or contact our NETGEAR support at ******************************************************* or call ************** and press 1 for technical support.
  
  If you still want to continue to work with our support team, we can provide a one-time ***** support to perform troubleshooting steps. They can also help us with the next course of action, by checking your device, debugs, logs and also their findings.
  
  We appreciate your time and patience.
  
  Thank you for contacting NETGEAR.
  
  Regards
  
  
  Draze C.
  ************* Advocate
  **********************

• Initial Complaint

  Date:04/04/2023

  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 renewed my subscription through the Orbi app before the time my automatic renewal took place. On 3/16 my automatic renewal activated and charged me $99 for the CC on file. I talked to someone on Netgear customer service chat and explained I already renewed my subscription and asked why am I being charged again? I was told someone would get to me in ***** hours.Instead, i got an email stating my service was cancelled. No one called or explained to me why. I called customer service and was told my service was not cancelled, but I needed to do some things to reactivate my service.This included deleting/reloading Orbi app, upgrading firmware and last if all else fails re configuring my router.I did all but reconfigured my router at that point I asked *** from tech support that I wanted to end my relationship with Netgear... I wanted a refund for what I paid for the subscription I never got. She told me that since this was an existing case it would be elevated and I would have priority for a refund.Fast forward to today... Miraculously my Netgear Armour activated sometime over 3/24, 25 or 26th. With no notice from Netgear that my subscription was activated, no apologies for the hours I spent with tech support... I want to end my relationship with Netgear, as far as I am concerned they activated my subscription without my consent... I want a refund... I don't want to deal with Netgear at all anymore.Why did Tech support make me run through rings and hoops to get what I wanted. My service was reactivated without re configuring my router like tech support service rep *********** me that had to happen???47113221 is the open case number I still have open.Netgear records everything, you have permission to listen to our conversations.I have preserved Emails, screen shots Phone logs ect to show how Netgear serves their customers.

  Business Response

  Date: 04/12/2023

  Dear ********************, 
  
  Good day! 
  
  My name is Draze and I am a ************* Advocate for ********************** I understand from your recent correspondence that you have submitted a complaint regarding your Armor Security - 1 Year - ********. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  
  We take full responsibility for not making enough effort to provide you our usual high service standards.
  In order to make this up to you. We will make sure that we would  further examine what happened, and would give you necessary updates about the refund request.
  
  We have approved and finalized the request for $43.55 back to your credit card as of today, 04/13/2023. The process of the refund takes 24 to 48 hours and it may take up to 7 business days for you to see the funds credited back to you from your credit card company.
  
  If you purchased the contract with discount, the adjustment amount will be the total refund you will be receiving. Same goes if taxes were put on top of the contract price.
  
  The process of the refund also cancels the support agreement that you had purchased. If further phone support is needed, this will be based on your support entitlement for your NETGEAR device.
  
  Regarding the renewal charge that you mentioned. I took the time to review your account and I could not see any renewal charge that was done in your account recently, The only recent charge was on 3/18/2023, which I've already refunded. I may suggest you to contact your bank to check if the charges is needed to be disputed.
  
  We deeply value your feedback as this will help us improve the quality of our service, So If you have any questions or concerns, please let me know.
  
  Thank you for contacting NETGEAR!
  
  Yours in Service,
  
  Draze C.
  ************* Advocate
  **********************

• Initial Complaint

  Date:04/04/2023

  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.

  On 2/9/23 I renewed a service with Netgear (Armor) for $49. On 3/9/23 I was charged $109 without knowledge that I would be charged. I called Netgear support on 3/9/23 to attempt to remedy the situation. I was told the charge would be reimbursed and that I would hear from Netgear support about the situation. Because I had not heard from Netgear I called again on 3/16/23 and spoke to customer support. They again assured me this would be taken care of. I added details to my case online and still didnt hear from anyone. I called again on 3/27/23 and was again assured me this would be taken care of and I would receive a call to confirm my reimbursement. At this point, I have called and emailed numerous times this is yet to be resolved. I dont know what else to do to get a reimbursement for these unwarranted charges.

  Business Response

  Date: 04/12/2023

  Dear Mr. ********************* day!
  
  My name is Draze and I am a ************* Advocate for ********************** I understand from your recent correspondence that you have submitted a complaint regarding an unauthorized charge coming from your Armor Security - 1 Year- ********. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  
  Were really sorry that the customer service and support you were expecting from us didnt turn out as you were expecting.
  We take full responsibility for not making enough effort to provide you our usual high service standards.
  
  Please be advised that this is now being reviewed for refund and we will get back to you within 5-7 business days once the refund had been processed, I'll surely send follow-up emails if there are other information needed from you to help us resolve your concern.
  Hopefully, this will address your problem. Do not hesitate to contact us if you have any additional feedback.
  
  If you purchased the contract with discount, the adjustment amount will be the total refund you will be receiving. Same goes if taxes were put on top of the contract price.
  
  The process of the refund also cancels the support agreement that you had purchased. If further phone support is needed, this will be based on your support entitlement for your NETGEAR device.
  
  We deeply value your feedback as this will help us improve the quality of our service, So If you have any questions or concerns, please let me know.
  
  Thank you for contacting NETGEAR!
  
  Yours in Service,
  
  Draze C.
  ************* Advocate
  **********************

• Initial Complaint

  Date:03/30/2023

  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 don't know who to turn to I'm filed reports I'm trying to get back my electronics and cell phone back in control 2 individuals across town have hijacked my Netgear equipment and are mimicking my devices from their home even my cell is wire tapped. I'm putting this report and the young adult is controlling my searches on my cell. It's Netgear I'm trying to contact but I can't speak details as he is controlling everything in my home and all calls he's monitoring for his mother who works with me. I can't open any of my emails they are in control. Please help me thank you in ***********'s and IT student using his skills for the bad

  Business Response

  Date: 04/05/2023

  Dear ****************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you are reaching out NETGEAR for help with you current situation that involves your NETGEAR device. I will make every effort to ensure that your case with us is handled efficiently.
  
  I personally spent some time reading over your issue and tried to locate an account using your email address, ****************************** but I was unable to do so. We advise you to speak with your ******** service provider for better guidance on what to do if the problem involved "hijacking your network, including your cellphones." NETGEAR can only assist you with technical issues relating to NETGEAR Hardware. However, we can try to ask our technical support to call you, but we can't guarantee that it will be fixed.
  
  Please provide the following information for us to contact you:
  
  * Preferred Contact number
  * Date
  * Best time frame (please include Time Zone)
  
  We look forward to speaking with you.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************
  
  

• Initial Complaint

  Date:03/24/2023

  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.

  Ref.: NETGEAR Case No: ******** On 1/19/23 I started an on-line chat with the Netgear website to seek support to update firmware on my Netgear "N300 Wi-Fi Extender." The tech support person asked for my phone number. He told me another tech support person would call me in a few minutes to help. The 2nd support person called and asked if he could remotely access my PC to remedy my problem. I gave him permission. He proceeded to download software onto my PC to give him remote access. After 2-3 minutes my PC screen went black. Then my PC screen suddenly "flashed" and I observed my personal Bank web site, reflecting my personal bank accounts. The technician obviously retrieved my password to my Bank from my PC! I told him that I saw what he was doing and would report him and his conduct to Netgear management, end the phone call, and shut down my PC, which I did. Since my personal passwords had been compromised, I proceeded to my local bank branch office and spent two hours canceling my bank accounts, and credit cards. After that I tried unsuccessfully for over another hour to try and contact a real person to speak to at Netgear to share this complaint. Finally I was able to reach a sales person (********************* at ************) and share this complaint. Although this was not his area of responsibility, **************** told me he would ensure my concern would be shared with appropriate Netgear management. The next day (1/20/23), another Netgear representative (******) called me and assured me that Netgear would follow up with my complaint. ****** told me this is NOT the first complaint of this nature which Netgear has dealt with customers seeking tech support. In addition, because my personal files on my PC had been compromised, I spent over a day resetting my PC to original factory conditions to ensure the Netgear tech support person had not embedded any nefarious software, spyware or malware on my PC. It is now 3/22/23 and I have had NO response from Netgear.

  Business Response

  Date: 03/31/2023

  Dear ****************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding **************** Issues. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  
  We have personally taken the time to review your account with us and we can see that under case#********, I am the one who handled your concern way back January 20, 2023. As I have advised you before, according to your statement, the representative you talked to offered you a "remotely access your PC, download software onto your PC, etc.", resulting your bank information was retrieved; which is not the process that our support team follows. The names and phone numbers you have shared with us has been validated and confirmed that it's not connected to NETGEAR.
  
  It's possible that you have contacted a third-party pretending to be a NETGEAR help site. Please be aware that we are aware of this background third-party support groups, which is why we are still looking into the alleged case scenario. We want you to know that NETGEAR is not affiliated in any manner with any outside support organization. 
  
  NETGEAR is not affiliated with them as we have Gearhead that offers support for our customers. You may refer to this link:
  
  **************************************************************
  
  As we agreed before, I already reported this to our Executives and there's nothing we can do since we NETGEAR is not affiliated to those third party.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19636486
  
  I am rejecting this response because:
  NetGears response intimates that I contacted a third party seeking technical support for a NetGear product I purchased. That is untrue. I only contacted NetGear, through the NetGear website, seeking technical support. NetGears technical support person then asked me, via NetGears chat room, for my phone number so one of his colleagues could telephone me. Which he did,

  That is what started the issue and is the basis of my original complaint. So, it was indeed a NetGear technical support person who instigated the series of events leading to my complaint. It all started from NetGears web site link to your technical support personnel.

  Sincerely,
  
  *************************

  Business Response

  Date: 04/06/2023

  Dear ****************,
  
  This is to acknowledge receipt of your response. We perfectly understand that you search on the website and look for NETGEAR support. The phone number that you provided *************) is not from NETGEAR, and the name or person you mentioned during our conversation was not an employee of NETGEAR. After our investigation, no phone records or chat sessions have been found on our data during the incident. The first recording is our conversation when you reported that you had this issue.
  
  Please be informed that we are aware of those third-party support groups in the background, and that is the reason why we continue to investigate this reported case scenario. We would like to let you know that NETGEAR is in no way related to this third-party support group. NETGEAR is not affiliated with them, as we have Gearhead, which offers support for our customers. You may refer to this link: **************************************************************.
  
  ****************, if you encounter this kind of fraud again, do not hesitate to report the incident to the police. You may also report identity theft to the ************************* This can help give them a comprehensive plan to recover and stay safe in the future. If you receive a call from someone you don't know, please do not entertain them, especially if you don't have business with them.
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  Customer Care Advocate
  **********************
  
  

• Initial Complaint

  Date:03/22/2023

  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 the parental control plan for $30 with access to it for 1 year on their app (12/2022) and it worked for a month and stopped. I called and opened a case on 2/24/23 and was told someone will contact me for a refund, I have messaged several times over the last month and have only received one message (on 3/3/23) saying it has been escalated to CCT (whatever that means) and nothing after that. Incredibly frustrating and I just want my money back. Never purchasing anything from them again. I have screenshots of all the messages and lack of response. I would like a check with my refund mailed because the card I purchased the parental controls plan on has expired.

  Business Response

  Date: 03/31/2023

  Dear **************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding Service Issues. I would first like to thank you for your feedback, I will make every effort to ensure that your case with us is handled efficiently.
  
  Note: Your prepaid Smart Parental Control Subscription may be cancelled within thirty (30) days of purchase. If You cancel after 30 days, Your payment is non-refundable and Your service will continue until the end of Your contracted term.
  
  As a courtesy, we have approved and finalized the refund for $30.24 back to your account as of today, 03/31/2023. The process of the refund takes 24 to 48 hours and it may take up to 7 business days for you to see the funds credited back to you from your credit card company.
  
  Thank you for choosing NETGEAR.
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************

• Initial Complaint

  Date:03/22/2023

  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.

  I have a netgear Armour subscription when I had an Orbi router. A few weeks ago I got an email saying they were going to charge me the annual fee. I no longer have an orbi router *** without it the app and website would not let me in to cancel the auto renew. I found netgears chat line and reached out. The customer service agent told me they would cancel it for me and let me know if there were any issues with cancellation. I thought it was handled. Yesterday they charged my account 110 dollars. I would like my money back as since I don't have the product I cannot use the service.

  Business Response

  Date: 03/31/2023

  Dear **********************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding Billing or Collection Issues and the service you received when you contacted NETGEAR and asked for help with your device. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  
  This is to inform you that your Armor Security - 1 Year subscription is now cancelled. We have approved and finalized the refund for $110.09 back to your PayPal account as of today, 03/31/2023. The process of the refund takes 24 to 48 hours and it may take up to 7 business days for you to see the funds credited back to you from your credit card company.
  
  Thank you for choosing NETGEAR.
  
  Sincerely,
  
  ****************
  ************* Advocate
  **********************

  Customer Answer

  Date: 04/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/17/2023

  Type:Sales and Advertising 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.

  On Saturday March 11, 2023, my husband installed a netgear modem/router. We were able to get online wirelessly as planned with the help of our service provider. I then went to connect some other devices, one of which I had had problems with in the past and often has problems connecting for others. So when I typed in the password and couldn't connect, I figured this issue was reoccurring. I tried to fix it on my own and by calling Apple. Nothing helped and I ended up calling Netgear. They told me that my inability to connect my devices was because we didn't purchase a $200 security license with the router/modem. We did NOT want to purchase this license but figured we had no choice so we did. Later that day I realized that I had been typing in the wrong password the whole time, and that the security license was NOT actually necessary. I called them back and they were not interested in refunding our money and removing the security license. They told my husband there would be all sorts of fees to do so and that we'd only get back about $30. They obviously lied to me when I had made a mistake and tricked us out of over $220 after taxes. I am really, really, upset and feel taken advantage of during a stressful incident. It took hours to figure out that I had made a simple mistake and netgear cheated me out of $200+ for the trouble. Please help.

  Business Response

  Date: 03/27/2023

  Dear Mr./****************,
  
  I hope you are well. My name is ****** of NETGEAR ************* Team. I understand that from your recent correspondence that you have submitted a complaint regarding NETGEAR Sales Issues. I would first like to thank you for your feedback. I will make every effort to ensure that your case with us is handled efficiently.
  
  We have personally taken the time to locate your account with us and we can't find any records or cases from our end nor talked to our technical support team using your phone number. According to your statement, the representative you talked to offered you a "$200 security license with the router/modem", which is not the process that our support team follows. Furthermore, we don't have this kind of subscription or contract that we offer to customers. It's possible that you have contacted a third-party pretending to be a NETGEAR help site. Please be aware that we are aware of this background third-party support groups, which is why we are still looking into the alleged case scenario. We want you to know that NETGEAR is not affiliated in any manner with any outside support organization. Could you please tell me how you contact this third party? Can you give us any information for our records?
  
  NETGEAR is not affiliated with them as we have Gearhead that offers support for our customers. You may refer to this link:
  
  **************************************************************
  
  Thank you for contacting NETGEAR.
  
  Regards,
  
  ****************
  ************* Advocate
  **********************