ComplaintsforArlo Technologies Inc

• Initial Complaint

  10/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am being charged by Arlo Technologies for a door camera I do not own and a service I do not use. I have called them on several occassions trying to resolve this issue with no success. It is very frustrating to talk to these people because regardless of what you say they insist they are correct and nothig they can d to help me. They are insisting that I had another account set up under a different email address than the one I have provided them. They insist that I give them the correct mail address for that account before they can even look at the account. When we first got the camera about 5 years ago we had a problem with the first one and had to return it and have it replaced with the one we have now. So apparently we are being charged for the camera that was returned as well as the one we use now. I am charged $7.99 twice every month and i am requeting Arlo Technologies refund my account for the extra charge each month and cease the unauthorized charges they are taking from my account each month.

  

  Business response

  10/09/2024

  Hi Joanne , 
  
  Good day!
  
  My name is Jessa, 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 about your refund request. 
  
  Please be advised that I will be contacting you today within your local business hours. If you wish to be contacted on a specific time , let me know and I will be happy to assist.
  
  I look forward to your response.
  
  Thank you for doing business with us.
  
  Sincerely,
  
  ***** *.
  Customer Care Advocate
  ******************, ****

  Customer response

  10/10/2024

  
  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

  10/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bad faith trial period and software and customer service incompetency that does not support the product.

  

  Business response

  10/04/2024

  Hi *****,
  
  
  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.
  
  Our hours of operation are from 6 AM to 6 PM PST. If you wish to be contacted on a specific time , let me know and I will be happy to assist. I look forward to your response.
  
  Thank you for doing business with us.
  
  
  Regards,
  
  ***** *.
  Customer Care Advocate
  ******************, Inc.
  
  

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I own five Arlo home surveillance cameras, which are eligible for free cloud storage. My Arlo account meets the free cloud service requirement with these five cameras. The cameras have worked great on the Arlo iOS app for the past few years, but recently, only two out of the five cameras are functioning with live-view. The other three display the message: This device is inactive. A paid subscription is required to activate the device.I have contacted Arlo and opened case number ********. I was informed that several other customers are experiencing the same issue. I expect a quick resolution, as the cameras are useless without being able to show up on the Arlo app, raising security concerns for my home. This seems like a strategy to force customers into paid subscriptions, which is unacceptable and needs to stop.

  

  Business response

  10/04/2024

  Hi ******,
  
  Good day! This is JC from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your Arlo cameras. 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 interaction and 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 and services.
  
  Our records indicate that your recent case with us, case number ********, is being actively reviewed and addressed by our engineering team.
  
  We would like to discuss more details with you regarding this case. We'll create a new Arlo case for your BBB complaint and reach out to you as soon as possible. For reference, here's the case #: 44297570.
  
  We look forward to hearing from you soon! Thank you for choosing Arlo.
  
  
  Best regards,
  
  ** *.
  Customer Care Advocate
  ******************, ****

  Customer response

  10/04/2024

  I am not satisfied with this inadequate response from Arlo customer service and require a prompt resolution. At the very least, provide a timeline for when this issue will be resolved. It appears that Arlo does not take non-subscription customers seriously.

   

  

  Business response

  10/05/2024

  Hi ******,
  
  Good day! This is JC from Arlo Customer Care.
  
  We apologize for the issues youre experiencing with your devices. Our engineering team is actively working on resolving the problem, and while we dont have an estimated timeline for the fix, we assure you its a top priority.
  
  For further discussion, please refer to Arlo case number ********, which weve sent to your email.
  
  We look forward to hearing from you soon. Thank you for choosing Arlo.
  
  
  Best regards,
  
  ** *.
  Customer Care Advocate
  ******************, ****

  Customer response

  10/07/2024

  Arlo reached out to inform me that their engineer is working on my issue, but they did not provide a timeframe. I will keep this BBB complaint open until they give me a substantial promise regarding the resolution date.

• Initial Complaint

  10/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for arlo secure *****. I did not receive the service. I was charged 3 times within a minute for this service and have not received. Also I'm not good enough to talk to customer service? Is this legal in **********?

  

  Business response

  10/03/2024

  Hi ****,
   
  Good day!
  
  This is **** from Arlo ************* Team. I am contacting you regarding unexpected charges in your account.
  
  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.
  
  If there are any unexpected charges on your account, ********************** is more than happy to process a refund for any incorrect payments or transactions. After reviewing your account, I couldn't find any subscription plan registered.
  
  Your reference case number is 44295790.
  
  Regards,
   
  **** ****** S
  ************* Advocate
  ******************, ****

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** customer service. ********************** updated there software and after that my cameras were not communicating with the the base station. First they told me to unplug the battery from each camera (which I had to hire someone to get on my roof ) and that did not work so now they are telling me that I need to take down all the cameras (which I will have to hire someone AGAIN) and bring them near the base station. I have asked them several times to send someone out and they said they dont do that. I can not believe ****** is still selling this product.

  

  Business response

  10/02/2024

  Hello Don,
  
  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.
  
  To provide you with the best assistance regarding this case, I kindly request your call back number, preferred callback time, and time zone. This information will enable us to reach you at a mutually convenient time. Our business hours are from 6:00 AM to 6:00 PM Pacific Time. 

  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

  10/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been calling a # that an **** used to answer now all I get is a VM that says leave a message. I've left a #of messages but no return call. I have made a payment that is more than I checked off to pay. Now since then one of my 4 cameras is not visible on my app. I'd just like to speak with someone who I can resolve these issues. I hope to hear something as I have just made a pymt. Of $26.55 when the option was checked $12.99.

  

  Business response

  10/02/2024

  This is **** from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you have experienced with your subscription. 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.
  
  Please provide us an update so that we can continue to work on your case. A reply at your earliest convenience would be much appreciated.
  
  - Preferred call back time
  - Preferred call back number
  - 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
  ******************, ****

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought an Arlo Pro 2 Camera and station 5 years ago. There was always a free option that you can at least view the live camera. Arlo the company has disabled everything and doesnt even allow you to view the live camera. These new updates are a scam. How can you disable the live view or the whole system when it was initially bought for the live view only.

  

  Business response

  10/02/2024

  Hello ***** ******,

  
  Good day!

  
  This is Faith 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 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 you are no longer able to review live feed from your camera.

  I have created case number ******** as your Arlo case reference. I will be contacting you within the today to address your concern.

   Thank you and have a great day!

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

   

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *Subscribed to ARLO back in 12/2021 with 2 cameras *The plan offered was $7.99/camera for monitoring *On March of 2024 I added a 3rd camera to my system and ARLO added another $7.99 to my monthly plan for a total of $23.97 knowing that an unlimited plan was only $12.99/month. *For the last 8 months I have been charged $23.97 when they could have been charging me $12.99/month and the 3rd camera has not been saving the recordings like the plan allows.*So, not only have I been paying 2x the price for 3 cameras vs unlimited, ARLO isn't storing the videos of the 3rd camera for the 30 days I pay for.

  

  Business response

  10/01/2024

  Hi *****,
  
  Good day! This is ***** from Arlo ************* Team.

  I would like to express our sincere apologies for the inconvenience you've experienced. We understand how frustrating this issue has been, and I want to assure you that this is not reflective of the standard of service we strive to provide. Arlo Technologies Inc. takes great pride in our reputation for excellence, and your feedback is essential for helping us maintain and improve the quality of our products and services.

  We have confirmed that you have an active Arlo Secure Single Camera Monthly Plan for 3 units, totaling $23.97. This plan was updated to the Basic Unlimited Annual Plan for $129.99 as of 10/01/2024.
  For your reference, an invoice dated 10/01/2024 has been sent to your email separately.

  If you'd like to discuss this further, please let me know the best time to reach you, and I'll gladly arrange a callback.

  Please refer to case number ******** for follow-up on this matter.

  Thank you for choosing Arlo!
  
  Best Regards,
  ***** *.
  ************* Advocate
  ******************, Inc.

  Customer response

  10/01/2024

  As stated in the 1st communication, I feel that ARLO took advantage of me.  When I added the 3rd camera, I should have been offered the unlimited plan knowing it would be cheaper than paying for 3 single cameras.  This should be something that you do automatically. Instead you had no issue taking my money for the last 3 months.  The only reason I found out was that I had an issue with the recordings of the camera not being stored for 30 days, and they still aren't. 

  I am requesting that you credit my account for the overage paid on the past 7 months.

  

  Business response

  10/01/2024

  Hi *****,
  
  Good day! We sincerely apologize for the inconvenience this issue has caused you. Please rest assured that we are fully committed to resolving your concern.

  I attempted to reach you by phone, but unfortunately, the call went to voicemail. Im hoping to speak with you over the phone to isolate this issue. Could you please provide a convenient date and time (along with your timezone) for a callback?
  
  Our office hours are Monday through Sunday, from 6:00 AM to 6:00 PM PST.
  
  Please use case number ******** for reference.
  
  Thank you for choosing Arlo.
  
  Best Regards,
  ***** *.
  Customer Care Advocate
  ******************, Inc.

• Initial Complaint

  09/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 28, 2024, I contacted Arlo's customer support to resolve an issue with a subscription plan I thought had already been canceled. I was surprised to discover that I had been charged for the service, despite not having used it for over eight months. This subscription was originally for my mother, but she has since been placed in a care home, rendering the service unnecessary.During my interaction with the support agent, ******* *****, I explained that I had canceled the subscription upon discovering the charge and requested a refund of approximately $300. The agent informed me that according to Arlo's policy, refunds for canceled plans are not allowed and that the service would remain active until the end of the billing cycle, at which point it would no longer be charged.I explained that I have not used the service in several months and find it unacceptable to pay for something I neither use nor need. Despite my repeated requests to escalate the matter to a supervisor and file a formal complaint, I was repeatedly told that chat agents do not have access to phone support or refund processing. I feel this situation is unfair and represents a "money grab," as Arlo continues to charge for a service that is not being utilized. The refusal to issue a refund for the recent charge, given the context, is not justifiable. I have made every effort to resolve this directly with Arlo, but the company's unwillingness to take responsibility or provide a meaningful resolution has left me no choice but to escalate the matter through your office.I request that the BBB assist in facilitating a full refund of the $300 charged for a service that I have not used and no longer need. I also believe Arlo's refund and cancellation policy should be reviewed for fairness and transparency to prevent other customers from facing similar issues.

  

  Business response

  09/29/2024

  Hello ****,
  
  
  
  
  Good day!
  
  
  My name is Jessa, 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 under Case #********.
  
  
  Please be advised that I will be contacting you today within your local business hours. If you wish to be contacted on a specific time , let me know and I will be happy to assist.
  
  
  Thank you and have a great day!
  
  
  
  
  Regards,
  
  ***** *.
  Customer Care Advocate
  ************************

  Customer response

  09/29/2024

  
  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

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We entered into a subscription service with Arlo Technologies for "Arlo Pro 3-Camera w/Security Lights" on 6/15/2019 with a monthly service fee. The service worked well, but when we sold our house and relocated to ********* on 8/1/2022, we no longer required the service. We attempted on many occasions to cancel the service by calling the phone number on our credit card bill *************), but the automated phone system was not helpful. We finally went online and seemed to get an acknowledgement of our account closure (see attachment) on January 16, 2024. However, they have never stopped billing our credit card. So we have essentially been paying their service fee for the last 26 months. Occasionally, we'd get upset about the issue and complain to our credit card company and they would give us a credit for that particular month. This is a ridiculous situation and we just want to end the monthly billing.

  

  Business response

  09/28/2024

  Hi ****,
  
  Good day!
  
  This is ***** from Arlo Customer Care.
  
  I would like to convey to you our sincere apologies for the inconvenience you with your subscriptions. 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 have created case number ******** as your Arlo case reference. I will be contacting you today to resolve your concern.
  
  Thank you.
  
  Regards,
  
  ***** *.
  Customer Care Advocate
  ******************, ****

*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. ↩