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Eero LLC complaints

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660 Third Street, 4th Floor
San Francisco, CA 94107 | Get Directions

(877) 659-2347

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Total Amount in Dispute:
$1,000.00

Total Amount Settled:
$0.00

Complaint Experience

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 that while the company did respond to the one complaint brought to the company’s attention, the response did not address the complainant’s allegations.

Complaint Closing Statistics

1 complaints against Eero LLC closed in last 3 years.

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

1 complaints against Eero LLC

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3/31/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $1,000.00 Amount Settled: $0.00

Customer Complaint

3/14/2024

I have been a user of eero (internet network mesh system) since 2016, without major issues and with good support when I needed it. I purchased 3 devices on July 21, 2016 and then 3 devices more on April 21, 2019. Since last software update that I ran on Feb 14th, 2024, over my eeros devices, the network started to show instability and failures, going offline definitively on February 16th, 2024. On February 16th, I left home for a 2-week vacation, so I contacted eero support by email on February 19th to see if they could fix the connectivity problem remotely. I got replied to the same day and we were exchanging emails for several days, trying different options to solve the connectivity problem, without success. On my return home (Feb 29th), I decided to delete the existing non-functioning network and start from scratch. On March 1st, I had a long phone call with the eero support representative, who helped me to reconnect 3 of the 6 devices to the new network (the 3 eeros purchased in 2016 ). After several exchange of emails, on March 5th, eero support representative wrote me, "After exhausting everything on my end as well as consulting with our senior support team and conducting a thorough analysis, it appears that the challenges you're facing is related to the age of your eero devices. Unfortunately, the eeros you currently have is no longer be compatible with the latest system updates, leading to the persistent issues" even that in her previous email she wrote "It' Resolution Sought I'm just asking to have a replacement my three devices damaged by eero's update that made them unusable.

Company Response

3/15/2024

Kennedy (eero Customer Support) Mar 12, 2024, 9:10?PM CDT Hey there Arturo, I apologize for the delayed response time- We're currently investigating the cause of this issue. It seems that there was some sort of power failure which bricked the eeros. Since all three eero Pro units are no longer functioning, I requested replacements on your behalf. I'm currently in the process of working with my team to have the replacements approved since the eero Pros are out of warranty. Regards, Kennedy | eero Support If you'd like immediate answers to general questions, please visit our Help Center. For direct help, give us a call at (877) 659-2347 – we’re available 7 days a week: 6am – 8pm PT

Customer Rebuttal

3/19/2024

Being MArch 19th, 2024, after a pushed for a reply/answer to eero about its stance on my case, I got an email stating that the replacement of my three devices was approved. A couple of hours latter, I recieved an email with the order details. QUOTE Order number: intlRMA-ArturoVerderau-031924 Subtotal $0.00 Shipping $0.00 Total $0.00 UNQUOTE With this, after a tedious pleading, I believe that eero has taken responsibility for the damage done to my devices and have responded by sending me replacement devices. This is what I was claiming from the company. We can consider this complaint as successfully closed!! Thanks Arturo Verderau

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