Need a Refund

[marhj]

I recently (as in this month) renewed my subscription to Arlo Secure.  I did so in order to save money in the long run rather than continuing to pay month to month.  However, after renewing, my system crashed (base station and all 6 cameras went offline and would not come back on).  After about 9 years of owning this arlo system I'm sick of troubleshooting it and trying to keep it running.  all my cameras are "End of Life" / Legacy cameras now.  I read here in the Arlo community on another post that i needed to disconnect and re-add my base station to get it back online.  so I did that.  But after readding the base station I could not re-add any of my cameras.  I decided that rather than have a whole security system that I can not use anymore and can not figure out how to fix, I would cancel the yearly subscription that I had just paid for and ask for a refund.  However, I was told by arlo that they do Not offer refunds.  They instead helped me cancel my subscription so that it does not renew in January of 2026.  That means I just paid for an entire year that I WON'T be using, and basically CAN NOT use their system. 

I intend to try calling and talking to someone in billing instead and give them another chance to refund me.  If that doesn't work I'm probably going to contact the Attorney General's office about it.  My understanding is that you can't just "not offer refunds" cause you don't feel like it.  It's not right to be charging me for a whole year of service that I will not be using, and seemigly can't use even if I wanted to and after i paid for it in full.  I could understand if they deducted the first month from the refund amount since I did use part of this month of service, but to just say that I can't have any of my $161 back for a service I will not be using is ridiculous.   

[BrookeN]

I would be more than happy to have someone look into this further. 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.

[marhj]

Glad you're willing to assist.  But i'm not seeing a "private messenger" option in settings.  

[marhj]

I figured it out.  message with phone number sent.  thanks.  

[StephenB]

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@marhj wrote:

Glad you're willing to assist.  But i'm not seeing a "private messenger" option in settings.  

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First, look here for the private message icon:

The setting can be hard to find, hopefully this screenshot will help:

Start by clicking on your username, and then "my settings".

Click on "Preferences", and you should see Private Messenger in the second line on the right

[BrookeN]

Thank you for providing that information. I have sent a message to support to reach out to you to assist. They will reach out to you as soon as possible. 

[marhj]

if they call tomorrow i won't be able to answer due to work but i will get back to them if they leave me a number to call.  

[marhj]

OK, so Arlo did in fact Call me last night and issued a full refund of my subscription payment.  I'm satisfied with this end result.  I wish I could have kept my Arlo system up and running forever but for one thing it's old (about 9 years) and for another it's getting expensive.  So for now a refund is a satisfactory solution in my opinion.  Thanks Arlo!  

Also I updated the attorney generals local office with a copy of the email confirming that the refund was issued and let them know that my previously filed complaint was successfully resolved.