Escalate Support Case with Subscription

[kikimimsd]

I have tried numerous times via chat and phone call and get NO WHERE! I have spent over $1000 on a system that I cannot get ANY support and a company that doesn't have accountability!! 

1. 11/29/24 I purchased a bundle for home security including the annual top of the line service ($728)
2. I wasn't able to have it installed because there was a part missing. You would think by buying the starter kit, they'd send everything needed.
3. I contacted Arlo and was told I needed a hub.  I purchased the Arlo Ultra SmartHub on 12/7/24.
4. When the SmartHub came, we couldn't get it connected because the app told us to scan the QR code but it wouldn't scan. FINALLY, I got a hold of someone after 3 attempts (via chat because there is NO PHONE SUPPORT with Arlo). I was told after a very lengthy conversation, I didn't need the SmartHub, I needed the KeypadHub. WTF? Okay, fine. I'll purchase the KeypadHub ($199). I want to return the SmartHub. I was told I couldn't because I don't have the original box. NOT OK! Take accountability for your staff who told me what I needed and was incorrect! 2 1/2 months later, we still don't have an alarm system. 
5. You are not going to believe this!!
   1. When we first purchased the bundle in November, I bouth the Arlo Secure Premium Unlimitied Annual plan for $249.  After a month, the app told us our free trial had ended. I wasn't worried about it because I knew I purchased the subscription.  My husband wasn't aware and purchased the subscription through the Arlo app using Google Pay $249).  After finding this out, I contacted Arlo (not a live person, through a lengthy Q&A via chat) and was told to contact Google.  I told them to credit me the $249 that I paid on 11/29/24 or give me an additional one-year. I was told to contact Google which I ultimately did and was told they would refund me after my subscription in 1/2026. NOT OK!!!! I contacted them again today and after 30-45 minutes, I was disconnected. 

I am at a lost on what to do. What Arlo is doing is wrong. If anyone can help, please let me know.  Thank you in advance for your help!

[kingpingreg]

UNF@%#$&!BELEIVABLE!!!!!!!!!!!!  This company must be about to go under. Why else would customer service be so terrible.     OH WAIT, SORRY....... THERE IS NO CUSOMER SERVICE!!!!!!!!!!!

So far all I seem to be seeing on here are NEGATIVE POSTS.

People are going to need to start taking legal action if things don't improve with their company.

Good luck on your issue. Is it too late to return the entire package? You are out a lot more money than I am.

I purchased our system at a local Best Buy about 4 years ago for around 800.00. 

[BrookeN]

@kikimimsd I would be more than happy to help you. Can you please dm me a callback number as well as a good number to call. That way I can have support look into this further. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off.

[kikimimsd]

Hi BrookeN - there is no envelope so I tried going to my settings and it shows "We're sorry. Arlo is currently unavailable. Please try again later" (photo attached) 😞

[kikimimsd]

Hope 

Hopefully it is attached...

[StephenB]

 @kikimimsd wrote:

 there is no envelope

The envelope is here:

If you don't see it, then the settings @BrookeN is talking about look like this:

[kikimimsd]

Thank you, I'll try now. I'll let everyone else know how it goes....

[kikimimsd]

I just sent Brittany a mesage. I'll keep everyone posted on the outcome. Thank you!