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:12/17/2024

  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.

  I don't want ring no more I been paying a yr for something I can no longer use this last yr. They send me email every 3 days asking me to pay. This was month tomonth I called and canceled they won't stop! I don't use servicesince I havenot had wifi for 2 years! I been paying fornothing and I don't want anymore I told them I called this past week even. Make the spam stop please!!!!!!Miss ***** Lillian ****

  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

• Initial Complaint

  Date:12/16/2024

  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.

  I have been a RING subscriber over 2 years paying $10 a month for 4 cameras. When I moved into my new home, I removed my cameras from my former residence into my new residence on 10/15/24. After I set them up, I did not understand after I updated the info on the Ring app with my new address and removed the old one that cameras was being used as trial period and then it was no longer working but can only use live to see what is going on in my home or front door. I have been paying the bill for over 2 months with no saved or access to any events happening on my camera. I finally called the customer service and the man was being nice and wanted to help. He explained to me that I was supposed to cancel the subscription when I moved and then set up a new one for the new residence. I have never heard of that policy and was so confused. Then he tried to see if he can get me a refund for the 2 months that I didnt have access to my cameras and was denied by the refund department. I asked for credit and he explained they dont have credit. So I am asking for Ring to refund me 2 months of subscription that I paid for my former place wheres theres no cameras there but it is here and set up in my new residence but was not working.

  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

• Initial Complaint

  Date:12/16/2024

  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.

  saturday i called to complain about my chime pro. my camera couldnt connect because when it came time to connect with the ring wifi for my camera it kept saying it was too weak. sunday i unplugged that chime pro and my cameras where working fine with my other chime pro. this morning at 217am my cameras where turned offline and now wont come on. i feel ring did this and when i call they stated your cameras are old and need to be updated. so that is why they cut my cameras off. they just want me to get new ones and nothing is wrong with my cameras besides they deactivated them.

  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. Could you please provide the email address associated to the owner's Ring account, as we would like to look into this further? 

  Kind Regards, 

  The Ring Team

• Initial Complaint

  Date:12/15/2024

  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.

  Have a protection plan.Not only are they saying maybe we'll cover it and maybe we won'**** clearly says on my contract.They have to rude customer service long.Wait times for hours.Everyone gave me another run around story.This company has gone downhill

  Business Response

  Date: 12/18/2024

  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. Could you please provide the email address associated to your Ring account so we can further look into your concerns. 

  Kind Regards, 

  The Ring Team

• Initial Complaint

  Date:12/14/2024

  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 am writing to complain that Ring is not in good faith to honor its extended warranty included in its Ring Protect *** subscription.I was a devoted Ring customer and have spent over $2500 on ********************** devices and also paid for Ring Protect *** subscription, which includes extended warranty for Ring devices. Recently one of my Ring Floodlight Cam *** broke. I had to request replacement from Ring. However, Ring has made it extremely hard to get a replacement.The device failed on 11/19/2024. I contacted Ring, did diagnosis and was told I will receive a replacement on 11/22/2024. However, more than three weeks later with several follow-ups, there is still no replacement yet.Timeline:- The device failed on 11/19/2024.- I contacted Ring on 11/22/2024. The agent asked to go through diagnosis steps and said a replacement has been processed.- However, there was no update afterwards. I contacted Ring on 11/29/2024 again. A new agent said no replacement has been ordered. I had to spend time with the agent again and upload photos of the device. It was said a replacement was ordered.- However, there was again no update afterwards. I had to contact Ring for a third time on 12/2/2024. Another agent said no replacement was ordered. I had to spend time again with Ring and uploaded photo of the device again. This time, I got a replacement order confirmation.- However, there was no order update afterwards. I had to contact Ring for a fourth time on 12/10/2024 to check the status of the order. The agent stated that there is no stock and no *** for the order. They suggested that it would be another 2-3 weeks for the replacement to be sent out.Ring has always had this device on sale on their website for immediate delivery. However, it states that it uses separate inventory for replacement and there is no stock for ******* a result, after more than three weeks after my initial request, I still haven't got my replacement. Ring has made it extremely hard and time consuming.

  Business Response

  Date: 12/18/2024

  Hello Xintong,
  
  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: 12/18/2024

   
  Complaint: 22687994
  
  I am rejecting this response because: Thank you for the update. Still waiting for the actual resolution.

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

  Business Response

  Date: 12/26/2024

  Hello Xintong, 

  Thank you for the feedback. It does look like you were recently in contact with a member of our Executive Resolution Specialist team. If you have any questions or concerns please reply to the email that was sent, and they will get back to you. 

  Kind Regards, 

  The Ring Team 

  Customer Answer

  Date: 12/30/2024

   
  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:12/13/2024

  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.

  I bought ring security and cameras, doorbell and bridge for lights 3 years ago,The product was easy to set up and worked flawlessly for the first 2 years, now it constantly freezes up, ring bridge doesn't work at all only thing that works is the security far as locks, smoke *** and flood/freeze sensors everything else I've had major issues with. My biggest complaint is no help from ring I've tried contacting them several times with no luck. If they don't fix these issues soon I'll be forced to go with a different product.

  Business Response

  Date: 12/18/2024

  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:12/12/2024

  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 purchased an outdoor ring camera and is still under warranty. Ring still has not replaced this camera since December 2nd Were confirming that an equal or better replacement device for your Stick Up Cam has been ordered for you. This request will be processed and shipped as soon as possible.The exchange was made with the following information:Request *************** Customer Name:*****, ***** Shipping Address:***************************************************************************************************** This is their email. They will not give me a date when shipped. This is ridiculous to wait so long for a replacement camera. I am doing without protection

  Business Response

  Date: 12/18/2024

  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: 12/19/2024

   
  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.  Even though it seems that they did not want to give me as per their email: Were confirming that an equal or better replacement device for your Stick Up Cam has been ordered for you. This request will be processed and shipped as soon as possible.-- a better replacement they made me wait until the same item was in stock.  I was told my device was out of stock and seems completely unfair not to send out a better one that was in stock
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/12/2024

  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 purchased a ring doorbell and solar charger for said doorbell in March of 2021. Several months later, I called Ring support to inform them that the solar charger was not charging the doorbell battery. They said they would send me a replacement battery. I was to charge that fully and then use that battery instead. They solar charger still would not charge the battery. I called them back asking them to replace the solar charger at this point. I was informed that the solar charger was out of stock and was asked to call back in six months. I called them back in six months and they sent me a new one. I installed the new solar charger and inserted a fully charged battery. It still did not charge. I called them back and they had me check/adjust settings on my app (there was nothing to change, my settings were already at the lowest battery usage). I called back today and was told that the problem was with my ring camera but that it was out of warranty and there was nothing they could do. I have been calling them for years asking them to fix the issue and they made me jump through so many different hoops, wasting my time until the warranty ran out. I allege that they did this deliberately or that this might be a part of their business model. If their defective products had been replaced promptly and without all of these delay tactics, I would have had this issue addressed within the warranty period. I would like the defective ring doorbell replaced and do not believe I should have to pay to replace a product that would have been fixed within the warranty period had they allow that to happen.

  Business Response

  Date: 12/18/2024

  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:12/12/2024

  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.

  Since I've purchased the newest and greatest Ring Doorbell camera I have had nothing but issues with the battery draining. I have it connected to a wire, however, the battery will not remain charged. I've contacted ***************** and due to having a ********************** Doorbell Camera for the past 5 years without issue I believe this device is defective. The representative would not replace the Ring Doorbell camera until I factory reset it. However, I've already done this prior trying to get the battery to function. I'd like a replacement or a different camera if this model will not charge on a wired connection.

  Business Response

  Date: 12/18/2024

  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: 12/18/2024

   
  Complaint: 22677328
  
  I am rejecting this response because:
  
  I am awaiting phone call or notification
  Sincerely,
  
  ***** Huffsutler

  Business Response

  Date: 12/26/2024

  Hello *****, 

  Thank you for the additional information. It does look like a member of our Executive Resolution Specialist team has been in recent contact with you Via a phone call and email. If you have any concerns please respond to the email they sent you, and they will reach out to you. 

  Kind Regards, 

  The Ring Team 

• Initial Complaint

  Date:12/11/2024

  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.

  On 12/10 I noticed the company withdrew $99 from my account, when i reached out and inquired about why I was not notified prior they indicated I should have received an email 30 days prior to which I never did . This situation unfortunately put my account in the negative and when I expressed this to **** at Ring he said there was nothing they could do except - cancel our subscription and refund our money which would then take 7-10 days to show back in our account. However that would not make a difference in the time the account would show overdraft fees for other payments that were scheduled to come out. I am very disappointed in the company not notifying me prior and also not getting ANY help when calling.

  Business Response

  Date: 12/12/2024

  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: 12/12/2024

   
  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,
  
  ****** *****

  i will wait for the company to reach out to me and will see if they will provide a better resolution then the prior calls, if not I will submit another complaint