Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we moved just over 2 years ago and I talked to someone who claimed to help you cancel the old account/address when we moved everything to the new one. I just found out that for the past 2 years, my credit card has been double charged for my subscription. The agent i chatted with was useless and told me that it's my fault (even though I spoke to someone who said they were taking care of it, but i can't prove it now) and if I wanted any chance at a refund, I would have to dispute all 24 additional charges for the past 2 years with my cc company. Considering how long weve been with ring, you would like that their customer service would be a little more helpful than that. Well be looking into alternatives now so that we can drop ring, and stop giving them anymore money. The company I'm sure is well aware that we're beyond any general window for a credit card dispute.

  Business Response

  Date: 01/22/2025

  Hello *****,
  
  Thank you for bringing this matter to our attention. We strive to provide our neighbors with top-notch support to ensure they can get the most out of their experience with Ring. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 

  
  The Ring Team

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22839163
  
  I am rejecting this response because:

  This is the only option i can select to keep this case open. I appreciate the quick response and look forward to hearing from the company.

  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 01/31/2025

  Hello *****, 

  Thank you for the update. A member of the Executive Resolution team will reach out to you shortly. 

  Kind Regards, 

  The Ring Team 

• Initial Complaint

  Date:01/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have encountered some technical issues with my Ring doorbell and have reached out to Ring, LLC four times for assistance. During my first contact, the representative guided me through troubleshooting steps but mentioned that he couldn't resolve the issue. He advised me to charge the device to 100%, and if that didn't work, I could request a replacement when I followed up the next day.Unfortunately, my subsequent calls didn't lead to a resolution. Each representative provided different guidance, which became quite time-consuming. I requested to speak with a supervisor and to have my initial call reviewed, but I did not receive any follow-up communication regarding that. The representatives I spoke with later informed me that my device was out of warranty and suggested that the initial promise for a replacement shouldn't have been made.I would appreciate it if you could honor the commitment from the first call, as it would greatly help in resolving my situation. Today, I received an email indicating that a replacement will not be provided, but that there is a "deep discount" available. I hope we can reach a fair resolution that acknowledges previous commitments. Thank you for your attention to this matter.

  Business Response

  Date: 01/21/2025

  Hello Mrs. ************ style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0);">
  Thank you for bringing this to our immediate attention. We are committed to ensuring that you have a reliable security solution to help protect your home. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 

  
  The Ring Team

• Initial Complaint

  Date:01/18/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a loyal customer of ********************** for many years now. Back in October of 2024, I uploaded a video of two boys attempting to kick in both my front and back door porch. These videos were denied. I contact **************** for a reason as to why. Both my initial email, and my follow up emails, were ignored. Yesterday, I experienced another guy trying to get into every apartment door at my building. I posted the video up yesterday and wake up to find it was also denied. I called **************** again today, and was told the only thing I can do is continue to send emails to the same email address that has been ignoring me.since October. No other resolution or explanation can be given or provided to me. The police have continued to tell me to post these videos up for people to see and be aware of - yet the continue to get denied. I find it appalling that videos of squirrels running in someone's yard, holds priority over real life attempted break ins and security threats to the public.

  Business Response

  Date: 01/21/2025

  Hello *******

  Thank you for bringing this matter to our attention. The Ring Neighbors app is a free app and a great community platform for users to post important notifications about activities in their neighborhood. We strive to ****** an inclusive and welcoming environment where all feel open to participate. We feel that there is value in keeping neighbors in the know, and we are glad that you feel this way too. If you feel a mistake was made on your post being removed, and you would like to appeal your post being taken down. Please respond to the email sent, and the team will get back to you.
  
  For more information on the Ring Neighbors app community guidelines, please visit the following link. ******************************************************************************************************************
  
  Kind Regards, 
  
  The Ring Team

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have invested a good bit of money in Ring. Only for 5 of my 6 cameras to go down all at once. I tried all trouble shooting options with no results. I now cannot even get the rings once reset to reconnect. I'm not sure if a update has done something or what is wrong. Ring said it had to do with my router, it does not. Seeing as 1 camera is completely fine(though it is a different model). I do find it highly suspicious that ring claimed it was a wifi issue and the cameras(that have worked fine for 6months now on the same wifi in the same exactly locations) suddenly has wifi issues and ring is sending suggestions via the app for a "Wifi Extender". I would like a resolution of my ring system being brought back online.

  Business Response

  Date: 01/15/2025

  Hello *******,
  
  Thank you for bringing this to our immediate attention. We are committed to ensuring that you have a reliable security solution to help protect your home. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 

  The Ring Team

• Initial Complaint

  Date:01/14/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/14/2025 My family and I have been looking to get a security system in our new house and we were impressed by reviews of Ring, particularly from wirecutter. I went to the website and saw that there were a lot of options. I was not sure what to get so I wanted to have a consultation and possible installation. Ring directed me to their third-party installer ******. The ring/ontech site, which I have added as a screenshot said that I could "Call for a FREE phone consultation with an expert"When I tried to do that (at 8:05 AM), I was told that there was no free phone consultation and that there was only a paid consultation. While I am fine paying for a consultation in-person, I was really needing to talk with someone about options so that I could be p***ared. I asked why the website said differently and was told the website was wrong. I said that was false advertising and asked if I could talk with someone to ensure that the website was corrected. They said that I couldn't. I then called Ring who said the same thing. I wanted to make sure that someone knew about this website disc***ancy. I called at 8:33 AM. The customer service *** said that the call was recorded, but there was no way for me to talk to someone or have someone get back to me about this issue. I just want Ring and ****** to be honest with their advertising. Honest advertising is the law and one would hope that a security company would build trust through honest advertising at the very least.

  Business Response

  Date: 01/14/2025

  Hello ******,
  
  Thank you for bringing this matter to our attention. We strive to provide our neighbors with top-notch support to ensure they can get the most out of their experience with Ring. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 

  The Ring Team

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 4 rings cameras and joint an year plan, but two of the cams were dead within 7 months. It was very frustrating for the replacement that requres more than 1 hours of the process, sending back the cams and waiting for the new ones. I did not have the cams for almost a month and it is very unsecure for the house.I am seeking for the refund of $30 for not having two cams for a month and all the efforts I took

  Business Response

  Date: 01/13/2025

  Hello *******,
  
  Thank you for bringing this to our immediate attention. We are committed to ensuring that you have a reliable security solution to help protect your home. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 

  The Ring Team

• Initial Complaint

  Date:01/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Deceptive marketing practices and poor customer service by ************************* November 2024, I found out that the Ring Pro Base Station I purchased in December 2022 does not work in ******. This critical detail was not disclosed during marketing or at the point of sale. I contacted Ring support to resolve the issue.After several discussions, I was assured before Christmas 2024 that they would exchange the Pro Base Station for a regular version compatible with Canada and refund the price difference. I was told to wait two days for confirmation. However, no one followed up.On January 10, 2025, I contacted customer support again. Representative ****** refused the exchange, citing the warranty expiration, even though prior agents acknowledged my situation and agreed to an exchange. Despite explaining that the product had been unused until November 2024, ****** only offered a coupon, requiring me to spend more money to resolve an issue caused by Rings misleading marketing.I believe:Rings marketing was misleading by not disclosing the products incompatibility in *******Their customer service gave false assurances about an exchange and refund.Rings actions demonstrate poor accountability and disregard for customer satisfaction.

  Business Response

  Date: 01/13/2025

  Hello ****,
  
  Thank you for bringing this matter to our attention. We strive to provide our neighbors with top-notch support to ensure they can get the most out of their experience with Ring. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 

  The Ring Team

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a loyal ring customer for at least 10 years. I initially received a Ring video doorbell 2 in 2015 as a courtesy of *** security system in exchange for a 5 year contract. At that time I was very pleased with the product. It met all my expectations. However in June 2023 the Ring doorbell 2 stopped functioning. Troubleshooting ***** at Ring verified the product had stopped working and was useless. In return they offered me another upgraded model which was the Ring video doorbell 3. Because the first warranty had long expired they offered a 35 percent discount towards the new product and a basic protection plan ***** annually. I accepted the offer which included a 1 year warranty. However soon after installing the new doorbell I was noticing very frequent low battery alerts on my phone and constant emails sent from Ring. I was charging the battery every 7-8 days. In addition to that my doorbell was often offline where I had to keep troubleshooting to get it functioning back to normal. On January 6th 2025 I was getting messages from Ring and on my phone that the front door is offline and not capturing videos, and instructions on what needed to be done. I recharged and exchanged batteries several times a day to no avail. I called Ring on January 8th and spoke to ***** who guided me through the same steps I completed and finally informed me that she checked their system and the doorbell is no longer functioning and I would need to purchase another one . My warranty had expired in June 2024. There was nothing she could do but offer me a discount for another model. I am requesting a full refund of this product or a free replacement. I feel very strongly that this upgraded model I received in 2023 was defective and that explains why it needed frequent charging, constant offline troubleshooting and finally stopped functioning with no reasonable explanation. My first model lasted over 7 years. Ring has to accept the responsibility for this failure.

  Business Response

  Date: 01/13/2025

  Hello *******,
  
  Thank you for bringing this to our immediate attention. We are committed to ensuring that you have a reliable security solution to help protect your home. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 

  The Ring Team

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22787745
  
  I am rejecting this response because: This response does not refer to the  two choices I requested to resolve this complaint. Also no one from your company has reached out to me directly either through email or cell phone as stated in your response.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 01/22/2025

  Hello *******, 

  I do see that you are currently working with a member of our Executive Resolution Specialist team here at Ring. If you have any further questions, please respond to the specialist working with you, and they will get back to you. 

  Kind Regards, 

  The Ring Team 

  Customer Answer

  Date: 02/09/2025

   
  Complaint: 22787745
  
  I am rejecting this response because: Although I have been in communication with one of your Ring specialists via the phone and email I am still waiting for the replacement doorbell as we discussed at out last conversation. Once the product is received at my location then we can move forward with a favorable resolution. 

  Thank you
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 02/27/2025

  Hello *******, 
  

  Thank you for the additional information. If you have any further questions, please continue to work with the Executive Resolution Specialist working with you. 

  Kind Regards, 

  The Ring Team

  Customer Answer

  Date: 03/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We have worked out a mutual agreement that I am satisfied with and would like to close out this case. Thanks to all parties that coordinated in this erffort.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against ************************** for an unresolved issue with a defective Ring Floodlight Camera Pro. Despite multiple attempts to resolve the issue, I have yet to receive a replacement or satisfactory resolution.On Dec. 16, 2024, I contacted Ring customer service regarding a malfunctioning Ring Floodlight Camera Pro. I received confirmation via email (Request ID: ************* that an equal or better replacement device had been ordered & a return label was provided for the defective unit. The email stated the replacement would be processed & shipped ASAP, but no specific date or timeline was provided for delivery.Since then, I have contacted Ring thrice over the past 3 weeks through calls & chats. Each time, I was told the replacement was out of stock & that no specific timeline for availability could be provided. I was advised to call back every 5-7 days for updates. This ongoing uncertainty is frustrating, as I am unable to plan around any realistic timeframe for receiving the replacement.I also keep receiving emails from Ring instructing me to send back my old device, suggesting that the replacement has already been sent to me, which is not true. This has created further confusion, as Ring is seeking the return of the old unit without fulfilling the replacement one.I have also noticed that Ring Floodlight Cameras are available for purchase on both ************************************ but Ring has failed to fulfill my replacement order despite this availability. I have been paying for Rings monthly service throughout this entire ordeal, yet for a non-functional device. This is especially concerning as there has been a recent robbery in my neighborhood, and I am left without adequate security.Given the ongoing ************* of communication, I request one of the following resolutions:1. Immediate shipment of a replacement device as a priority, or reimbursement to purchase a new device directly from ********************** or Amazon 2. Credit/Reimbursement for monthly Ring Plan

  Business Response

  Date: 01/13/2025

  Hello Sunil,
  
  Thank you for bringing this to our immediate attention. We are committed to ensuring that you have a reliable security solution to help protect your home. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 

  The Ring Team

  Customer Answer

  Date: 01/13/2025

  Complaint: 22783834
  
  I am rejecting this response because while it is a step in the right direction that the Ring Team has indicated they will be reaching out, however the matter can only be resolved/closed after they take action on their intent and we come to a mutually acceptable resolution.
  
  Sincerely,
  ***** *****

  Business Response

  Date: 01/22/2025

  Hello Sunil, 

  I do see that you are currently working with a member of our Executive Resolution Specialist team here at Ring. If you have any further questions, please respond to the specialist working with you, and they will get back to you. 
  
  Kind Regards, 
  
  The Ring Team 

  Customer Answer

  Date: 02/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I ordered a Ring Wired Doorbell Pro camera on 7/17/24 (Order # ***-1449467-9905854). It stopped working and my husband called Ring support a few weeks ago and was told that we needed to replace the transformer before the warranty would be honored. We ordered the transformer ($24), hired an electrician ($250) to do the work, and the doorbell stopped working again. My husband called Ring support again this morning and was told that we would need to continue to troubleshoot the issue before a replacement could be sent (e.g., uninstall the camera, utilize a multimeter, etc.). From an online search, I have discovered that is not uncommon to receive pushback from Ring when customers are are trying to get ********************** to honor the warranty. The trouble is blamed on the customer (e.g., internet connection, transformer, etc.) rather than a software issue for the product itself. At this point in time we have spent about 5 hours troubleshooting, hired an expensive electrician, and have far exceeded the cost of the original product. We are no longer willing to troubleshoot the issue further and would like Ring to honor their warranty rather than continue making us hoop-jump. We have just gone ahead and paid $250 to buy another Ring doorbell (Order # ***-4200074-9594610) camera and would like the costs of the initial purchase, transformer, and the cost of troubleshooting reimbursed.

  Business Response

  Date: 01/13/2025

  Hello Kelifern,
  
  Thank you for bringing this matter to our attention. We strive to provide our neighbors with top-notch support to ensure they can get the most out of their experience with Ring. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 

  
  The Ring Team

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22783380
  
  I am rejecting this response because:

  I received an email to set up an appointment with an Executive Resolution Specialist. Unfortunately, the appointment was scheduled in their time zone and not mine and I missed the call. I called customer support to try and speak with a Resolution Specialist and was told that I would need to continue to email with my specialist to set up another time. Finding time for a phone call is difficult due to my busy work schedule. Email would have been a better option but honestly I am not sure why I need to even speak with someone at all. Trying to resolve this matter continues to be costly in terms of time and effort. It does not seem customary or reasonable to require this many steps to get this situation resolved. Warranties are legally binding and enforceable. It is considered a breach of warranty when a company does not fulfill the promises outlined in the warranty agreement by making it very difficult for consumers to receive the promised repairs or replacements when needed.

  Sincerely,
  
  Kelifern Pomeranz

  Business Response

  Date: 01/28/2025

  Hello Kelifern, 

  Thank you for the additional information. We take the security and privacy of our neighbors accounts seriously here at Ring. I understand the importance of getting the assistance you need. I do see your ticket is assigned to an Executive Resolution Specialist here at Ring. Please respond back to the email they have sent so they further assist you in making a phone call in your time zone. 

  Kind Regards, 
  
  The Ring Team