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]

Can you please dm me a callback number as well as a good time 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. 

[BrookeN]

@jhoffy22 thank you for providing that information. I have reached out to support, they will contact you as soon as possible. 

[hn868]

They only want to get money from customers, doesn’t want to do refund even they said will help you

[BrookeN]

@hn868 did customer support reach out to you?

[magnusbullets]

They charged for a year renewal, I did not authorize, stopped service, no one replied to any messages.

PayPal stopped subscription, no refund mentioned. How do you talk to someone there?

[magnusbullets]

.

[BrookeN]

I have reached out to support, they will be contacting you as soon as possible. Please be careful putting private information on a public forum. There is a lot of scammers out there these days. 

[hn868]

@BrookeN, thanks for your help but no one contact me to support my issue until now.

[BrookeN]

@hn868 you have not heard from support?

[ashcmartin10]

Can you please help me with getting a refund? I have been trying to get a refund and was told I would, and just got an email that they gave me an account credit. I don't want the camera system, don't use the camera system, and don't need the camera system because I have since moved. When I try to access support, it says I am "no longer entitled to support" due to canceling my subscription, but one of the Arlo team members told me to cancel it, and I have screenshots of that. 

[SSI2024]

So sorry you got caught in this. I would tell anyone that asks about Arlo, to stay away from Arlo. I also renewed my annual subscription only to have all of my cams crash in less than 30 days. 3 months of Arlo Support got me new, discontinued cameras that I never asked for. These cams are junk compared to what I ran. All I wanted was a reimbursement of the subscription....notta. Run from this company and save you energy. I reported them to the BBB. It is an easy process and one that we need more folks to do so innocent people like you do not get taken advantage of anymore.

[BrookeN]

Can you please dm me a callback number as well as a good time 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.

[BrookeN]

Thank you for providing that information, I have reached out to support they will be contacting you as soon as possible. 

[BillieReed]

I am having the same issues.  I really don't know why it is so hard to get a refund for the cameras I returned unopened/unused.

[BillieReed]

No I have not. I really don't know why it is so hard to get a refund for the cameras I returned unopened/unused.

[BrookeN]

I have responded to each of your posts asking for more information so I can have support reach out to you. Once you provide that information we can have this looked into. 

[Iamerika]

I do not see the option under preferences for private messenger.  

[StephenB]

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@Iamerika wrote:

I do not see the option under preferences for private messenger.  

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The PM envelope icon is here:

The setting is a bit tricky to find, but it should be here:

It's possible that you aren't seeing this because this is your first post.  I'm tagging the mods ( @BrookeN , @JamesC , @ShayneS ).  It'd be good if you can also explicitly state what your issue is.