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Arlo Technologies, Inc. complaints

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2200 Faraday Avenue, Suite 150
Carlsbad, CA 92008 | Get Directions

(866) 703-7170

http://www.arlo.com

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Total Amount in Dispute:
$3,302.00

Total Amount Settled:
$0.00

Complaint Experience

50%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

8 complaints against Arlo Technologies, Inc. closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
3	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
4	Unanswered

8 complaints against Arlo Technologies, Inc.

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8/29/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $90.00 Amount Settled: $0.00

Customer Complaint

7/26/2023

I have been in contact with Arlo via automated voice, messenger and email for about a since June 27th because the phone has been obsolete since October 2023. I've constantly (twice a week) tried speaking to a live person, but to no avail. They kept telling me that someone will contact me, which never happened. The last communication I had was Arlo requiring me to send the faulty camera to them. I replied that I needed an address to send it to. The next day at 11:07am I received an emailed with instructions on how to send the faulty camera to them. At 1:00pm the instructions were as follow: 1. Select a shipping method. 2. Review and accept the terms and conditions of the selected RMA service 3. If you select "Advance Shipping", you will be prompted to enter your credit card information for expedited shipping costs. 4. Enter your shipping address and click "Submit". 5. After submitting, you will receive a confirmation email with your RMA number and instructions for shipping your product back to us. They wanted my credit card information before sending me an address of where to ship the faulty camera. When l opened the RMA instructions, l got this pop-up message; Your RMA URL has expired. Please contact Arlo Support. I've been more than patient with this company. This the worst treatment from a company I've ever dealt with in my 63 years on earth, Resolution Sought I would like to speak to a live Arlo representative to speak to.

Company Response

8/16/2023

Hello Theoron, Good day! This is Alexis from Arlo Customer Care. We reached out to you on June 27, 2023, and have this case addressed under case number 43601100. A replacement has been sent and was onboarded to your account. You were able to confirm that the replacement has been working and the case has been closed. Thank you and have a great day! Regards, Alexis Bermejo Customer Care Advocate Arlo Technologies, Inc.

10/24/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $10.69 Amount Settled: $0.00

Customer Complaint

10/10/2022

Tried to cancel monthly deduction for 2 months. I have no cameras hooked up at this time HELP! Leave message if nothing else. Resolution Sought Stop deduction on my charge card at this time

Company Response

10/11/2022

Hello Robert, Good Day! My name is Jonas from Arlo Customer Care Team. I am contacting you today about your concern for your Arlo camera system. I understand that you would like to cancel your Arlo subscription. Please follow the instructions below in cancelling the subscription. To cancel your Arlo subscription plan: Log in to?my.arlo.com. Click?Settings Subscription. Click?Cancel Subscription. Follow the onscreen instructions to select the plan(s) that you want to cancel. For more information about plan cancellation, please visit this link: https://kb.arlo.com/1215141/How-do-I-change-or-cancel-my-Arlo-subscription-plan. If you would like to discuss this over the phone, please provide us with your preferred date and time of call back (including time zone) so I can attend to your concern the soonest possible time. Thank you for choosing Arlo. We appreciate your business with us. Best Regards, Jonas M Customer Care Advocate Arlo Technologies, Inc.

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