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:11/27/2024

  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 a battery doorbell pro from the Ring website on 7-31-24. I had the unit installed in my house and quickly realized there were problems that included the battery needing to be removed and charged frequently. i was in touch with Ring at least by 8-11 and they made various recommendations including sending an $80 chime for free. My installer was out 2 additional times and concluded tha the unit was defective. When i spoke with Ring asking for a replacement, i was told they would send a new one, but said they would send a wired DB pro which would be correct for a house. Over the following weeks they kept sending the wrong unit, 5 wrong units that i had to return. Eventually I got the correct Wired DB Pro, it's installed and seems to be working fine. There were so many mistakes along the way, many phone calls, promises that weren't followed through, most calls were over an hour. Just getting labels to return the several units took 1 1/2 hours and some didn't have the correct product# to match what i was returning. I would like to confirm that you have received all the units that were mistakenly sent to me and the original defective one. I"ve attempted to get someone past a supervisor, but there is no way i could find of reaching anyone. I would like to be contacted by ****** from the company.

  Business Response

  Date: 11/27/2024

  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: 12/05/2024

   
  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:11/26/2024

  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 solar panel on September 3, 2024. The panel never worked. I called customer service and we did troubleshooting. He needed the serial number from the back of the panel. The panel is installed on my house and it about 20 FT up. He said I needed the serial number. So I had to pay someone to come take it down, get the serial number. This home is my second home and I only go there 1 time a month. I called back with the serial number and the agent wants to do all the troubleshooting again, but I am in another state. If the 1st ****** had told me that I would waited to pay the ****** to come take it down, for when I was back in that state. I just want a replacement.

  Business Response

  Date: 11/27/2024

  Hello Heaven,
  
  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:11/26/2024

  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 not able to login into my Ring security system. I've called customer support many times since September to present. I do believe that someone is deliberately refusing to grant me access to my account. It's as though when I called customer support my called is being rerouted to people pretending to be Ring customer representative. They always ask the same question, "do you have other emails, are you sure that you enter it correctly?" I have a stalker, and someone had stolen things from my home. I live in constant fear for my family and myself safety. The people claiming to be Ring customer representative has asked me to delete all of my communication and emails with my failed attempts to access my Ring account. I didn't, they want to know what phones I was using, android or iPhone, my ip address. This is a very scary time for me. Not being able to access the only thing that gives me some kind of peace of mind is causing me unnecessary stress. September to present I've only been able to login my account once. Someone from the ring alarm customer support has deliberately logged me out of my account and is refusing to logged me back in, instead they want me to delete my current account and create a new account. They have also asked me to delete all the failed attempts emails that I have. I have emails, screenshots and recordings of every interactions. I am in fear that my life and my child lives is in danger.

  Business Response

  Date: 11/26/2024

  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:11/23/2024

  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.

  Service issue: pay for security alerts and am getting overloaded with "cutesy" videos about blowing cinnamon, scary Halloween costumes, pet tricks, children playing in the yard, etc. These are all videos that belong on *******, *******, FB, TicTok, etc. and take up space for what I am paying for - security alerts. Not a hater, just being realistic - I repeat - for what I am PAYING for - security alerts! How would people feel if they overloaded the Amber ****** with these annoying videos? Cannot get through to customer service and their chat is not worth the time. Half the time, the Ring is constantly loosing connections and is becoming more of an annoyance.

  Business Response

  Date: 11/25/2024

  Hello K, 

  Thank you for bringing this to our immediate attention. We understand how important it is to have the alerts that are the most important to you, and we appreciate your feedback. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 

  
  The Ring Team

• Initial Complaint

  Date:11/22/2024

  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 Ring in 2019 and i am currently under their extended warranty. 5 years later i have a mechanical issue and i am under warranty they are updating their warranty effective march 1 2025 that would disqualify my warranty due to late payment. i still under contract and they will not help me i spend hours on the phone with **** and *********. they were no help. i feel they are dishonest and i want a full refund for all my items. $1,500.

  Business Response

  Date: 11/25/2024

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

  
  The Ring Team

• Initial Complaint

  Date:11/22/2024

  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 thousands of dollars worth of ring products, plus I pay a yearly subscription to their protection plan. My doorbell is broke due to a manufacturing default and ring wont replace it because its out of warranty. The faceplate to the doorbell that protects it fell off from the glue not holding it on. This leaves my doorbell vulnerable to other damages such as weather.

  Business Response

  Date: 11/22/2024

  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:11/19/2024

  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.

  huge Increase annual bill for the SAME service! this company uses my Internet connection for their services - they don't DO anything!!! but want to charge $85 a year (not the issue) and Increase to $107 a year for the SAME service!!!!

  Business Response

  Date: 11/20/2024

  Hello *********, 

  Thank you for reaching out regarding the update to your Ring subscription plan. Since the launch of Ring subscription plans, weve regularly found ways to enhance the plan to give our customers more value. We are updating our ********************** plans and available features with our mission in mind, keeping you close to whats important. We're committed to continue delivering quality products and services, and we value your insights and feedback.

  For any adjustments to your Ring Home Plan and or troubleshooting assistance with your Ring devices, please contact our dedicated support team at *************** so that we can partner with you on resolving your needs.

  Regards, 

  The Ring Team

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22578952
  
  I am rejecting this response because: Ring has No legitimate excuse to increase the Basic subscription plan! people are getting sick of being gouged! You're just another corporation driving prices up. That's fine because other companies do what Ring does and for less and I've moved on!

  Enjoy your 15 minutes because you're running on a house of cards which will come crashing down in the next few years - people are getting sick of being gouged!
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 12/04/2024

  Hello *********, 

  Thank you for your feedback. To learn more about what each Ring Home Plan has to offer and the new features to each plan, please visit the following link. ****************************************

  If you need further assistance regarding your Ring Home Plan, please contact our support team at **************.
  
  Kind Regards,
  
  The Ring Team 

• Initial Complaint

  Date:11/19/2024

  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.

  Every representative I speak with says something different and many are refusing to honor the contractual obligations of the extended warranty for the ring professional monitoring plan. I was told several of my devices which should be covered by the ring extended warranty are not covered. Then after speaking with three supervisors, a manager tells me I was misinformed but that their internal computer system is showing my incorrect warranty status but they assured me my items are covered. However, they told me they were unable to correct the system which will cause issues each time I call and agents still insist my items are out of warranty even though the manager assured me they were resolving the issue Furthermore, my order delivery was delayed and arrived after the promised delivery time even though expedited shipping was paid for. I had hired someone to install an outdoor camera and because Ring delivered the item late, I had to pay the non refundable fee even though the camera was not delivered. Ring refused to expedite and send a replacement even after I called in to avoid this issue and took no accountability for resolving what was a lost package at the time. Their answer was to just continue to wait indefinitely even though they knew I had hired someone to install the camera two days later

  Business Response

  Date: 11/20/2024

  Hello *****, 
  
  Thank you for bringing this to our immediate attention. It looks like you are currently working with our Executive Resolution Team here at Ring and working 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: 11/20/2024

   
  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.
  
  

• Initial Complaint

  Date:11/17/2024

  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.

  called ring camera servel times and never get to resolve my problem. signed up with a extended service plan costing over $300.00 that waspaid last month on either **** or Amex card. I been having problems with all the cameras working normally and tried to do everything to them. Yes I charge the batteries. The email was orginally *************************** I want to change to the cheapest service plan this is not what I expective. The phone that it was attached to was this account orginally was ************ . Now its on ******* ****** or ****** ****. The reason for me switching account is the cameras are not working correctly for long time.

  Business Response

  Date: 11/18/2024

  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. We would like to look into this further. Could you please provide the email address associate to the Ring owner's account? The email address should be located under account settings of the Ring app. 
  
  Regards, 

  
  The Ring Team

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22567758
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *********

  Customer Answer

  Date: 12/07/2024

  I can get the reciept that I paid on my credit card for this??? 

• Initial Complaint

  Date:11/16/2024

  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.

  I purchased an annual plan for my ring service in Feb 2024 and on Nov 5 there was a change made to items I used to have access to under the plan I was subscribed to. Since I paid for the annual plan I should have access to ALL features I purchased. The modes/automations function used to be available under the original plan Ive purchased for the past 3 years. I would like to either A: be compensated for not having access to this feature or B: given the plan that has this feature (which is $50/year more than the plan I originally purchased)

  Business Response

  Date: 11/18/2024

  Hello *******,
  
  Thank you for reaching out regarding the update to your Ring Home Plan. Since the launch of Ring subscription plans, weve regularly found ways to enhance the plan to give our customers more value. We are updating our ********************** plans and available features with our mission in mind, keeping you close to whats important. We're committed to continue delivering quality products and services, and we value your insights and feedback. If you need further assistance in regard to your Ring Home Plan, please contact our support team at **************.

   

  Kind Regards,

  The Ring Team

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22566750
  
  I am rejecting this response because:
  They havent provided a resolution. They can contact me at ************. I do not wish to remain on hold to contact someone who doesnt know what my call is regarding. I would like for someone from Ring to contact me either by phone or email for a resolution. 
  Sincerely,
  
  ******* ********

  Business Response

  Date: 12/02/2024

  Hello *******, 

  With the goal in mind of keeping our customers close to what matters, we have removed this feature for subscribers of the Ring Home Basic Plan, as it does not offer the intended benefit. Modes are a feature that is used to change the state of your ring application to help protect your home. Ring Alarms use modes to determine the arming state of the Alarm System. When you have indoor and outdoor cameras, Modes allow you to customize the ability to turn on and off certain features like motion detection or live view access for specific devices while switching Modes.

  The Ring Home Basic plan included benefits for only one device. Modes change the state of the application effecting all devices in the location. For users with only one device and no home alarm, this feature offers little if any benefit. With Ring Home Basic, you enjoy recordings on one Ring Security Camera or Doorbell and a 10% discount off purchases from **************************. With Ring Home Basic we have also added a new feature with Video Preview Alerts allowing you to see gifs of motion notices instead of still images.

  We are working hard to ensure our products are working the way they are intended for all users, and ultimately keeping our neighbors close to what matters. If you need further assistance in regard to your Ring Home Plan, our dedicated customer service support line is the best equip to assist you with your needs. Please contact our support team at **************, or you can use our chat option to further assist you. 
  
  Regards, 

  The Ring Team