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:01/07/2025

  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 2 ring doorbells cameras wireless about 2 years ago. These devices worked wonderful until a month ago. When a package was delivered to my house and when I got home no package. Thats when I realized motion detection was not working. I have called ring several times and spoke with different tech support people that troubleshooted the issue. Then Im thinking that its working and its still not working. So its a continuous back and forth situation with the company. I feel like either replace these devices with new ones or find more reliable high tech workers that know what they are doing to fix these problems. This makes no sense I paid over $200 for these devices. For them to just stop after 2 years. Then one tech tells me the devices you have are phased out we dont sell them anymore. But I just bought these 2 years ago. So now Im thinking is this a way to get consumers to spend their hard earned money. We phase these out and they stop working and they have to buy more. If so thats a shady way of doing business. And Im not the only one. You can ****** and ******* customer talking about ********************** products not working. They work then they just stop. Either replace these devices or give me my mom back or fix the problem thats causing this issue.

  Business Response

  Date: 01/08/2025

  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: 01/08/2025

   
  Complaint: 22782584
  
  I am rejecting this response because: I feel like I have to accommodate their schedule to speak with them about my issue. I have to work and if they wont to resolve this then ring should be able to be available to speak with me. I cannot miss work to talk to them over the phone. I explained I have an hour long commute to and from work. And Im available at 6:30 pm EST and will be home by my devices for them to try to troubleshoot again. Response by them I get off at 6:30pm. So nobody can work overtime to accommodate and resolve the problem. Im tired of going back and forth with ring. And on Saturday Im have to look after an elderly parent. So Im not at home then neither. Im not understanding most companies will find someone that works past 6:30 pm EST to resolve this issue. 

  
  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 and spoke to them on the phone. 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 

• Initial Complaint

  Date:01/04/2025

  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've had a first generation Ring Doorbell for many years, back to when the founder owned the company. Ever since that time, the battery has been an issue. Despite many contacts to Ring, they really could care less. There was never any disclosure that the ** would essentially fail in cold weather. Surprisingly, this year the weather has been warmer than typical. So, I had about 5% battery life on Dec 2. Today, about a month later, its 6%. It has been that cold. I bought a "solar charger" to assist, but it's worthless. How can you sell a product that loses its power in winter. I'm not out of town now, but when I am, if the battery fails, my security is gone?

  Business Response

  Date: 01/06/2025

  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. Please contact our dedicated support line at **************** so they can partner with you to troubleshoot your Ring devices and address your concerns. 

  Kind Regards, 

  The Ring Team. 

• Initial Complaint

  Date:01/04/2025

  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.

  On or around December 17th I contacted ring about my home base station not working. Ring was kind enough to send me a replacement base station and told me I needed to send the old one back for credit. Further, I was told they would send me a mailing label. However, I have not received the mailing label and after several attempts contacting ring, I cannot get them to send me a label. Without a label I cannot send the base station back and will be forced to pay for the dead base station.

  Business Response

  Date: 01/06/2025

  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:01/02/2025

  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 many different ring devices for my home security as well as a monthly subscription, I had a ring battery stick up cam abruptly stop working. I immediately called customer service and they couldn't have been less helpful, they said I need a new device and it was just out of warranty so I would have to pay Full price. I explained that it just stopped working and that a replacment would be fair considering I was a loyal customer with several purchases but they couldn't care less. I would just like a working camera , they can have the defective one back and fix it for all I care.

  Business Response

  Date: 01/03/2025

  Hello ******,
  
  Thank you for bringing this to our immediate attention. We understand the importance of knowing the status of your warranty of your Ring devices. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 

  
  The Ring Team

  Customer Answer

  Date: 01/04/2025

   
  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:01/02/2025

  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 2 concerns regarding Ring interactions last year and also just as of today.Via email I was promised a promotion of an additional one year trail that was sent to me via email directly from Ring. I was asked to send the email into their office so that their fraud department could verify the email was a direct send from Ring and they did though client services told me they would not honor the email due to the factor that I had had prior trials periods. ****** services stated that the email I received was not a ************************** email though they told me their fraud department confirmed that the sender email address was a legitimate verified ring email account. I got exhausted in fighting the issue though I felt it was not fair and bad biz practices what could I do as the client services team that i spoke to are in the Philippians. I would ask for a supervisor and *** or **** would come to the phone even though I knew their names were not *** or **** sadly and they were just a another co worker transfer not a supervisor transfer. I had no other choice but to let the issue go and did not write a complaint during last quarter 2024. Today I have no other choice than to now file a complaint. In simple Ring has been billing my AMEX card since Aug 2024 monthly. Again not happy Ring did not honor their email promise of a zero cost for twelve months non billed account i accepted defeat. My AMEX card was used for Fraud and Amex canceled it in December 2024. I was told by **** it could take up to 45 biz days receive my new card. I called client services at Ring today and informed them about this situation and asked for an extension of billing of my monthly account please until my new card arrived. I was told by two employees that was not an option and rudely i was informed that there would be no more free trail and that I needed to find another card or loose my recordings and it was fine with Ring that AMEX do a charge back to my acct. BYE neighbor is what I got.

  Business Response

  Date: 01/02/2025

  Hello Dav, 

  Thank you for bringing this to our immediate attention. I understand the importance of understanding the decision made for your current Ring Home Plan trial extensions. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 

  The Ring Team

• Initial Complaint

  Date:01/01/2025

  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.

  I was charged $3.99 a month for over a year on a Ring camera plan device that no longer exists. It would not be a company issue, except for the fact that Ring was well aware that the monthly subscription plan was not linked to any device because it said as such when I finally was able to access the account. The alert said this plan is no longer associated with a device and we suggest cancelling. I think its in bad ethics for them to continue charging me for at bare minimum 12 months of 3.99 charges while being aware that the plan is not connected to an account

  Business Response

  Date: 01/02/2025

  Hello Aalyah,
  
  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:12/31/2024

  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.

  Ive been a customer of ********************** for over 10 years. **************** was always great and they stood by their products. After the company was sold there was a dramatic change. I recently contacted Ring about the design flaw for the new generation of doorbell cameras. The screws used to attach the doorbell to the bracket have been stripped and this is a global problem. Ring issued a safety notice about not using the wrong screws to attach the device because it posed a serious fire hazard but failed to address the problem of the correct screws not being removable after installation. This is critical because in cold climates the device may need to be removed and charged to continue operating. I contacted customer service to request the correct screwdriver to try to remove the screws so I can charge the device. I was told that the blue handled screwdriver that I received originally has a reversible bit and I should try the other side. The blue handle screwdriver is one piece and cannot be switched to another size bit. I am requesting a new screwdriver and screws that will allow removal of the device for charging and reinstalling it. I also request that customer service be properly trained to know the product they are providing customer service for. Thank you

  Business Response

  Date: 01/02/2025

  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: 01/02/2025

   
  Better Business Bureau:
  
  I received a call today from *****, a Ring Executive Resolutions specialist. I was very impressed with ***** and the level of concern he had for my complaint. I felt genuinely valued as a long time customer of ********************** and I will continue to use Ring products and service. Thank you ***** for the excellent customer care and providing a quick ************************ response that restored by confidence in Ring. ***** confirmed that the blue handled screwdriver is not two pieces and promised the customer service agent will receive training to make her better able to address customer concerns and service. Thats all we can hope for in a company. No company is perfect but the way current customers are treated sets the tone for how loyal those customers remain. After today I remain loyal to Ring. Well done *****.
  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:12/31/2024

  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'm now on my third attempt of getting a Ring Wired Doorbell Pro to work correctly. Multiple back and forths with customer support. *****, ******************* Support Representative, emailed me. I just attempted to email back and got an automated response that "The email address you contacted is no longer active." None of the doorbells will update properly, they're constantly stuck on a firmware issue. When someone rings the doorbell, the blue light spins for 12 minutes and is unable to be used again until the 12 minutes has past. Ring won't honor warranty and send me a known good one. They want me to continue making returns to ****** even after ****** threatened my account status for multiple returns.

  Business Response

  Date: 01/02/2025

  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:12/30/2024

  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 bought the premium plan-malfunctioning camera Ive been trying to get replaced since 12-2-24. I have called several times & each time told its being shipped. Called again today-advised it would be here within 2-3 days. Same thing Ive been told since 12-2. I asked to speak to customer support manager & not allowed-said I would be told the same thing. I asked again to speak to customer support manager & again not allowed. The worst customer service. I would not recommend this company.

  Business Response

  Date: 01/02/2025

  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: 01/02/2025

   
  Complaint: 22747179
  
  I am rejecting this response because: A resolution agent just called--told me the same thing. Said there wasn't one available to replace the malfunctioning one. When I inquired as to how my son got a new one on Monday after ordering on Friday, his comment was there must have been one in the warehouse. If there was one in the warehouse, why wasn't it sent to me? He didn't have a reasonable response, just kept saying they would send a refurbished or new one when available. I just got an e-mail that my order was being processed, that is number 5 since I have been trying to get the malfunctioning one replaced. They replaced another camera twice (refurbished) so I told the **** I didn't want another refurbished. He said then it would take longer. It's already been a month since I started trying to get one & one of the **** advised me they would be sending a new one. I advised the resolution agent, this is not acceptable.  I feel like they don't care unless you're purchasing a new one and paying for it.  If the service is like this, what am I paying for? I could tell he wasn't happy with me & asked him if he listened to all the recordings from his different **** advising a NEW camera had been ordered. On Dec. 8, 2024 I got an e-mail that an equal or better one had been ordered. They need to get their stories straight & the same.

  Sincerely,

  **** ******

  Business Response

  Date: 01/13/2025

  Hello ****, 

  Thank you for your feedback. We understand the importance of getting a replacement device in a timely manner. It looks like you were working with our Executive Resolution Team here at Ring and worked towards a resolution. If you still have any questions, you can respond back to the Executive Resolution Specialist working with you.
  
  Kind Regards, 
  
  The Ring Team 

  Customer Answer

  Date: 01/16/2025

   
  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:12/30/2024

  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 purchased several Ring Floodlight Security Cameras and Pay an annual fees for service on all the Ring Floodlight Cameras. The Floodlight camera in the back of my home has been has electronic malfunctions and only records in Purple. I spent almost an hour in the cold following Ring **************** Instruction before ********************** **************** determine the Floodlight Camera needs to be replaced. Then Ring **************** refuse to replace the ********************** Floodlight Camera and requested I purchase a new Ring Floodlight.

  Business Response

  Date: 01/02/2025

  Hello ***** *****, 

  
  Thank you for bringing this to our immediate attention. We understand the importance of knowing the status of your warranty on your Ring devices and 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