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: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

• Initial Complaint

  Date:12/29/2024

  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.

  This escalation is intended against Ring Monitoring. Please ensure the complaint is directed to this appropriate company. The one that is owned by ****** for the burglar alarm security systems. My concerns are as I just renewed my plan to get service for one year. I prepaid in full after them, taking my money and trying to go into home arm secure mode then after the fact of taking my money, confirming my plan for a year, they send a push notification in my phone that despite doing all the right steps, my plan is still not yet active? This is very stressful for someone that went to the work to do all the right things paid the money to only be told. Their plan is an active. I tried to go back to the system and app to figure out what else they want to get it active despite them, confirming in writing and taking my money of such and its very convoluted. Additionally, they have sold me several devices that even though at their recommendations purchasing all the additional add-on equipment, such as the range extender the euros mesh network, glass, brake sensors, etc. of those breaker things just mentioned continue to have poor connectivity and functionality overall, despite the fact that I paid a lot of money for these things since their equipment was not working right based on my incredibly strong, fantastic standing solid state of Wi-Fi at all times, which has no trouble working with anything else, but occasionally their stuff I would like help from a US base representative email is ideal and please give extra time for replies before any potential closure of

  Business Response

  Date: 12/30/2024

  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:12/29/2024

  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.

  In July 2024, I wanted to purchase ring cameras for my home that is vacant and has been ***aired/remodeled for protection. Before I purchased the devices, I contacted ********************** and asked about the price, and could I add more cameras to my existing account (I have two more homes with RING coverage). Of course, the customer service person let me know that if it is at another location I could have as many cameras as I wanted for the discount price. Well, when I called back to receive the discount price another customer service *** said he could not honor what the other person suggested. Therefore, if I waited and use the free coverage for a certain number of days the offer maybe on again, so I waited. After they cut the trial service off. I called back and they charged me twice the amount that was stated and the person I spoke with was very rude!Now, I have been out-of-town and while I was gone several of my cameras were out and RING APP is stating, Your Ring Protection subscription has ended. This feature requires one! And I have paid up for a year on all my cameras! So, I called again, I did not want to because of the response I received the last time. But I need all my cameras working, Yesterday, 12/27/2024. I called and this person was so RUDE I asked him to please change your attitude! I explained that I just wanted my cameras in working order! He spoke to me like I was ignorant or a child! Now, two cameras are working, and the main one is not! My bills are paid (much more than I want to pay, but no other company covers ring devices) and I have them at three homes. I need ALL my cameras working, because this is what I am paying for!

  Business Response

  Date: 12/30/2024

  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:12/28/2024

  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.

  Received product with missing parts. Used Ring customer support chat to request replacement parts, but was told this is not something that can be done via chat and that I can only call customer service. My disability makes phone calls difficult, and the fact that ring already offers chat support shows that requesting customer support via chat or email is a reasonable accommodation.

  Business Response

  Date: 12/30/2024

  Hello Katrin,
  
  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:12/28/2024

  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.

  On Sept 16, 2024, I called the Ring hotline and made changes to my subscription payment from USD to CAD. However, the customer service failed to tell me that ALL my current devices will lose the EXTENDED WARRARTY until I called the hotline today (Dec 28, 2024) to do some troubleshooting on one of my devices. This is a very serious issue as I don't expect a change of currency will have ANY change to the terms in the Ring Plan subscription especially without my consent or notice.

  Business Response

  Date: 12/30/2024

  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:12/23/2024

  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 am very displeased with this company and the solutions offered to problems. I purchased a doorbell from this company a few years ago. I tried to install on 2 of my previous homes and the devise was not compatible. The company refused to take a return and also they have no technicians that come and help install when there is an issue. I was forced to put the devise away until I moved or until I sold it. I recently purchased a new home and tried to install devise. The devise worked for a a week or 2 and then it turned off. Again there are no technicians who come and check on devise. All they say is devise needs to be replaced. Of course the warranty doesnt work anymore because I tried to install devise a few years back and it took it as the beginning of my warranty. I wasnt even able to use devise. I contacted business and they offer no support or replacement options. Its a shame as this is an expensive product and options for fixing issues are very limited.

  Business Response

  Date: 12/23/2024

  Hello ********,
  
  Thank you for bringing this to our immediate attention. We understand how important it is to know the status of your device warranty, 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

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22723958
  
  I am rejecting this response because:

  
  I was not given many options to my problem. No offer to fix, to come install, to get replacement. Only small discount.

  I purchased an item, didnt use it as it didnt work with my chime. Now that I try to use it it breaks right away.

  Product was not cheap and was not offered many options from the beginning. Was not able to use product.

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

  Business Response

  Date: 01/13/2025

  Hello ********, 

  Thank you for your feedback.  It looks like you were working with our Executive Resolution Team here at Ring. If you still have any questions, you can respond back to the Executive Resolution Specialist working with you.

  For more information on Ring device warranty, please see the following link: *******************************************

  Kind Regards, 
  
  The Ring Team 

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22723958
  
  I am rejecting this response because:
  Nothing was resolved. I already know about warranty but my situation was different as I never used product and product as useless once I was able to use it.
  Sincerely,
  
  ******** *******

  Business Response

  Date: 02/10/2025

  Hello ********, 

  Thank you for the information. At this time, the Executive Resolution Specialist working with you is the highest level of support for our customers and is specially trained to assist with your case. If you have any further questions, please respond to their emails, and they will get back with you promptly. 

  Kind Regards, 

  The Ring Team

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22723958
  
  I am rejecting this response because:
  Again nothing was resolved. I keep getting automated responses in this website. Nobody reaching out anymore. No resolutions.
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:12/19/2024

  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.

  Long story but...I have a battery powered security camera "Ring Spotlight camera". Paying for the service which includes warranty. Setup is exterior mounted with solar panel. Receiving notifications every 3 - 10 minutes saying the battery. Spoke with Tech Support and Supervisor. No way to turn notifications off for the battery without turning all notifications off. Options were to stop all related notifications or turn off the camera. Apparently this incessant harassment is a feature once the battery is less than 30%.Bottom line is options are to not use the device or turn off notifications. Turning off notifications is the equivalent of not using it as it is a security camera.

  Business Response

  Date: 12/19/2024

  Hello Amish, 
  Thank you for your feedback. We understand the importance of having your Ring security camera working as intended. Could you please provide the email address associated to the Ring owner account? 

  Kind Regards, 

  The Ring Team

• Initial Complaint

  Date:12/19/2024

  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 pay a lot of money for ring camera service membership.I always have trouble trying to post on neighbors to make my neighbors aware of unsavory activity innthe apartment complex.This evening I was parked and an individual came out of the bushes and tried to open my car door at 10:20 tonight.I described the incident in full. Gave location, description of the person and what I ******** had been denied 7 times and they refuse to post it. This is a dangerous situation and ring users at my apartment complex pay a fee to ring and we rely on neighbors warning each other of potential dangers.I edited the post to remove the description of another incident that happened to me when getting my mail another time, I removed the description of the person who tried to break into my car - with me in it- thinking they were flagging it for "profiling".All of the details in the post are current, accurate, truthful, and detailed with as much information as I have.Why am I paying a fee if the services I pay for aren't working?If the services aren't going to work, I need a refund for what is not working.

  Business Response

  Date: 12/19/2024

  Hello *****, 

  Thank you for your feedback on the Neighbors App. Here at Ring, we value the security of our neighborhoods and are glad that you do too. The Neighbors app is free to use and is a great way to keep your neighborhoods informed. If the incident contained actions outlined as approvable in the Community Guidelines at the following link, please resubmit your post with additional information.  ********************************************************************************************************************************

  To learn more about these policies, please visit the Frequently Asked Questions at the following link:  ****************************************************************************************************************************************

  We understand that each incident is different and local context matters, however we have one set of Community Guidelines that all posts must follow. We hope you continue to engage with your neighbors on Community.

  Kind Regards, 

  The Ring Team

• Initial Complaint

  Date:12/17/2024

  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 am very concerned that a business can raise a yearly rate without notifying the customer. I have called the company to express this concern, and was told that I was informed of a price increase, and I clearly was not informed. My yearly rate last year for my service with this company was $42.99 and this year my charge card was charged $53.74 without letting me know that there had been a price increase. I do not mind paying my bills in total, and on time. However, I am upset that I was not informed that there was an increase.

  Business Response

  Date: 12/18/2024

  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: 12/18/2024

   
  Complaint: 22675295
  
  I am rejecting this response because: I never received an email from Ring advising me of a price increase. Totally unacceptable!
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 12/26/2024

  Hello *****, 

  Thank you for the additional information. I do see that a member of the Executive Resolution Specialist team has recently contacted you. If you have any additional questions on the price increase, please respond to the email that was sent to you, and they will reach back out to you. 

  Kind Regards, 

  The Ring Team 

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22675295
  
  I am rejecting this response because: I never received notice of a price increase until my account was charged the increased rate. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/31/2025

  Hello *****, 

  Thank you for bringing this to our attention. Your case has been assigned to our Executive Resolution Specialist team, who will be best equipped to address your concerns. Regarding the price increase, please respond to the email that was sent to you, and the specialist will reach out to assist you. For any other questions about your Ring account or price increase, please contact our dedicated customer support line at **************.

  Kind Regards, 

  
  The Ring Team 

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22675295
  
  I am rejecting this response because: I was never informed of a price increase before I was charged the higher rate.
  
  Sincerely,
  
  ***** *****