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:12/10/2024

  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 have a Ring Base Station for my alarm system at my business. I have been calling RIng for over ********************************************************************************** a new one. I have been told this 3 times and to-date I have not received the base station. We can not use the alarm as intended until this is replace. The last 3 times I have called, a new one will be sent... More excuses, no resolution. PLease help!!!!

  Business Response

  Date: 12/11/2024

  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: 12/16/2024

   
  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:12/09/2024

  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.

  Ordered security system 11/30 as a gift. Told it would ship in two days. It didn't. My credit card was charged. Every follow-up call after another ship date was promised, but not fulfilled. Today, they are saying they have no inventory to fill any holiday orders. Tried to cancel, was told it would take 7-10 days for a refund. As a senior citizen I feel they are taking advantage of me. They are crooks. I want an immediate refund.

  Business Response

  Date: 12/09/2024

  Hello ****,
  
  Thank you for bringing this to our attention. We understand the importance of receiving your refund in a timely manner. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 

  
  The Ring Team

  Customer Answer

  Date: 12/11/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  Here is my reply to Ring (12/11/24):

  ****,
  
  Thank you for your reply and spending your time reiterating the same nonsense as all the previous Ring employees I spoke to. I find it insulting, that you, an executive resolution officer for Ring, is reading and writing off a script (not listening to a word I said about the facts) just like every other Ring employee. 
  
  
  You said that Ring is committed to providing a safety solution for its customers and you appreciated the opportunity to improve my experience with Ring. Everything you stated about our call today is incorrect. I cancelled the order because time and again I was provided false information and cannot believe anything said by anyone at Ring any longer. Paying in advance for products that may never come is stupid on my part and fraudulent on yours.
  
  
  While this could have been easily resolved by you sending the products I paid for, you obviously are not capable of doing so. Your goal is to dismiss the BBB complaint, while it should be to deliver the product that you took money for and maybe stop the lying.
  
  
  There were two solutions:
  1. Either you ship the products you took my money for, or
  2. You refund the entire amount you took for what you cannot deliver.
  
  
  At this point one is no longer acceptable because I bought a system from a competitor tonight.
  
  
  I'm glad you think you resolved this issue, but you did nothing.
  
  
  The one item that was shipped (despite being cancelled) is sitting here in the box. When I am assured that a full refund has been provided, and when you also provide a prepaid shipping label, I would be most pleased to send it back. I actually know what I have in inventory.
  
  
  I look forward to providing this update to The Better Business Bureau, as well as the other government agencies looking into this matter.
  
  
  Sincerely,
  **** *****
  Ring Order #***-6699456
  CC: The Better Business Bureau
         Complaint # ********

   

  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 12/18/2024

  Hello ****, 

  Thank you for bringing this matter to our attention. The Executive Resolution Specialist is best equipped to reach an amicable resolution regarding your concerns. If you need any further assistance, please respond back to the Executive Resolution Specialist email, and they can further assist you. 

  Kind Regards, 

  The Ring Team

• Initial Complaint

  Date:12/07/2024

  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 receive the worst customer service when I called about my defective ring camera. I was told that this is a know defect with the ring peephole camera. It was outside of the warranty slightly but if my camera was defective and this is a known internal issue why give a hard time to replace it and offer me a discount. I did not damage the camera it just went black on me. I called and was told this camera was defective and nothing I could do about it. Worst customer service I have received in my life.

  Business Response

  Date: 12/09/2024

  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:12/07/2024

  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 reason to believe that purchases were made to, RING, for items, products and services without my knowledge and consent. I am requesting that, RING provide me with all of the items, products that have been purchased and sent to my address, as well as the SERIAL NUMBERS, CREDIT CARD NUMBERS, DATES, AMOUNTS and copies of the transactions and how and who made them and from. Thank you! Monday, November 25th, 2024. ********** ******-*******.

  Business Response

  Date: 12/09/2024

  Hello Quancidine, 

  Thank you for bringing this matter to our attention. The safety and privacy of our users is always at the forefront of our mission here at Ring. We understand the importance of making sure non-approved charges were not done. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 

  
  The Ring Team

• Initial Complaint

  Date:12/06/2024

  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 September 13th, 2024 I went to upgrade my plan. I was paying $10 monthly and I wanted to upgrade to the $20 a month plan. During this time I accidentally paid for the annual plan which is $217.41 I called support right away and was told I was going to be issued a refund of $199.68 within 7-10 business days. I never received this refund, I called 3 weeks later and was told a refund was not issued but they would issue it now. I once again waited the 7-10 business days and I never received a refund. I called 10 days ago and was once again told I was never issued a refund. The representative told me that she will issue it and I still havent received any sort of refund.Also, initially I was told that the refund would be credited to my account for future payments. I never received any sort of bill credit, I was instead charged monthly. So not only does Ring owe me a refund of $200 but they also mislead me and continued to charge my debit card for the monthly plan.I bank with ***** and I spoke to a representative three times and was told that there was no refund from Ring from September 13, 2024 until today December 5th, 2024. The representative told me that I am being charged $10.88 for the monthly plan. I was charged on October 13th and again on November 13th. I am going to be charged again on December 13th for the amount of $10.88. With this claim I am requesting a refund and an immediate cancellation of my plan. I am beyond disappointed and disgusted with the company and how *** had to fight for my refund.

  Business Response

  Date: 12/06/2024

  Hello *******,
  
  Thank you for bringing this to our attention. We understand the importance of receiving your refund in a timely manner. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 
  The Ring Team

  Customer Answer

  Date: 12/06/2024

   
  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. Upon speaking with ***** he addressed and explained my concerns. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:12/04/2024

  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 been a Ring customer for years. 2 days ago my floodlight wired camera started acting atypical where it arrived/flashed and would not stop without cutting power. I tried the troubleshooting myself, and with no change contacted support. Support took 30+ minutes to troubleshoot and do exactly what I did, and the result..we cannot determine the issue but agree there is one with the device. Youre not covered by a warranty and you need to buy a new one. Asking why an exterior rated product would fail around 5 years of use (specifically the lights), there was no viable response aside from its an older device and overuse caused this. Overuse for a device designed with LED lights, for exterior elements is failing in 5 years due to overuse? When I questioned that the agent could clearly be heard getting irritated with my questions and then hung up on me. I wait 30+ minutes for a whole troubleshooting, no result aside from yes something is wrong but we dont know what to tell you to fix it, not covered, buy a new one because you overused your device causing to the mechanical failureand then be hung up on mid conversation. If you cannot offer product support and the only response is we dont know whats wrong but there is something wrong, one how can you say oh not covered but a new one, and then treat me like trash hanging up on me.

  Business Response

  Date: 12/05/2024

  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:12/03/2024

  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.

  Wrong Item Received and Refund Denied On August 19, 2024, I placed an order (order number 001-6450800) for a Spotlight Cam **** (Wired). The total price was $211.99 ($199.99 for the Spotlight Cam **** and $12.00 for Taxes) However, I received a battery-operated Ring Spotlight Camera ($169.99) along with a Hardwired Kit for Cameras ($49.99)this is not what I ordered.I first contacted Ring via email on September 2, 2024 and December 3, 2024, but did not receive any response. On December 3, 2024, I called Ring customer service, but they informed me they could not assist because the issue was reported outside their 30-day policy window.Both the battery-operated camera and the hardwired kit remain unopened. I do not want these items as I did not order these items. I am requesting to return these unopened items that I did not order for a full refund for my original order, as this mistake was on Rings end and I attempted to resolve the matter promptly.Thank you for your attention to this issue.

  Business Response

  Date: 12/04/2024

  Hello ******,
  
  Thank you for bringing this to our attention. We strive to provide our neighbors with a seamless ordering process, as we recognize the importance of investing in your home security. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 

  
  The Ring Team

• Initial Complaint

  Date:12/02/2024

  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 purchased a Ring Doorbell 4. The protective lens that covers the camera has fallen out. I contacted Ring to inquire about getting the doorbell replaced under their warranty and they refused. They claim I somehow misused the doorbell and that their warranty only covers damage due to shipping. Their warranty states, "we warrant the Device against defects in materials and workmanship under ordinary consumer use." A lens falling out of device attached to the side of a house and being used as intended is clearly a manufacturing issue. Ring had the audacity to claim the defect is not covered under warranty because the lens falling out is considered damage caused by other issues.

  Business Response

  Date: 12/03/2024

  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:12/02/2024

  Type:Order 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.

  Paid $100 for a yearly plan, my Mom passed away and I sold her home. I called RING to cancel services and request a refund on 10/18/2024. They cancelled services and informed me that I am due a $33.36 refund and that they refunded it to the card on file. I informed them that the card on file was my Mom card, we no longer have that card because her bank accounts are closed because she passed away. RING informed me that, "well the bank has the money". I went into the bank since I am the executor of the estate. The bank informed me that RING is lying, RING has the refund, and that the bank can not issue refunds, or even accept refunds on a closed account. I called ********************** again, and said hey, just mail a check, they said they do not do checks. So as of today 12/02/2024 RING has been holding my Mom's refund of $33.36 hostage. I have never in my life deal with a company who refuses to issue a refund in a form of a check or even another card.

  Business Response

  Date: 12/03/2024

  Hello ******,
  
  Thank you for bringing this to our attention. We understand the importance of receiving your refund in a timely manner. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 

  The Ring Team

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22628448
  
  I am rejecting this response because: the response just stated someone will contact me. No one has contacted me yet to resolve this matter and issue a refund, therefore this complaint is still valid and open.

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

  Business Response

  Date: 12/18/2024

  Hello ******, 

  It does look like a member of our Executive Resolution Specialist team has been in recent contact with you via email and phone. If you need any further assistance, please respond to their email thread, and they will reach back out to you. 

  Kind Regards, 

  The Ring Team

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22628448
  
  I am rejecting this response because: No refund has been received. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 01/31/2025

  Hello ******, 

  Thank you for the additional details. I do see that the Executive Resolution Specialist assigned to your case had emailed you for additional information. Please respond back to the last email they sent, and they will be able to further assist you. If you need any other additional help, please reach out to our dedicated customer support team at **************. 
  
  Kind Regards, 
  
  The Ring Team

• Initial Complaint

  Date:11/30/2024

  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 have been a Ring customer since July 2020 and have always been enrolled in the monthly plan. From July 2020 through September 2023 I was always charged monthly $10.60 with multiple devices. In October 2023, I moved from ************, ** to *********, **. Once I moved and setup my one device I was charged the following:October 21, 2023 charged annual plan $39.99 November 2023 - October 2024, I was charged $10.60 each month totaling $137.80 October 21, 2024 charged annual plan $49.99 I noticed this on November 30, 2024 and verified charges on my billing history on the Ring website. I contacted Ring and was told that my account had two locations (both were listed as my current *********, MD address). One address had my one device listed and the other address had no devices setup. The representative had me remove the duplicate location which had no devices. On this call I was offered a partial refund of the $10.60 which was charged for October 2024. I called back and spoke to another representative and explained the above charges from Oct 2023 - Oct 2024 and was told that I would need to contact my bank to dispute the charges and nothing more was offered to correct this matter. As stated before I have only ever had one address on my account. As of October ******************************************* the Ring app, but only one device was active. I was charged the annual cost twice and also charged the monthly cost 13 times. I feel Ring should either refund me for both annual plan charges ($89.98) or for the 13 monthly charges ($137.80) as I was being double billed for a total cost of $227.78 in the span of one year for the same device.

  Business Response

  Date: 12/02/2024

  Hello ********,
  
  Thank you for bringing this to our attention. We understand the importance of receiving your refund in a timely manner. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 

  
  The Ring Team