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:11/16/2024

  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've been paying $10 per month for over 7 years for the ring plus plan. I've had several cameras stop functioning over the years but never sent them back. A few months ago, I finally contacted ring which was a major deal, not only getting someone to answer but I was on the phone for over 45 minutes off an on with a rep. ** was clear that they were purposely dragging it out hoping that I would get off the phone. I have 7 cameras that do not function and reported them all. They sent me 2 replacement cameras and said that I had to return to of the old ones within 30 days but they NEVER sent the packaging to return them. I believe they purposely make it difficult to reach them and get replacement cameras. The more difficult they make it, the more people just give up. I'm not going to sit on the phone forever and I'm not going to wait for a replacement shipping that never arrives. I expect my remaining cameras replaced! The ring **** can log onto my account and see the non-functioning cameras and even see they haven't worked in years! LOG INTO MY ACCOUNT... LOOK AT THE 5 CAMERAS THAT ARE NOT WORKING AND SEND ME REPLACEMENT CAMERAS!!!! If not, I want a refund of the money that I paid in over the last 10 years for the ring plus plan. Refund of $1072.58 or replace the 5 cameras. I originally filed the complaint and received a response asking for the email address on the account, I tried to respond but the link wasn't working. The email address on the account is ************************

  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. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 

  
  The Ring Team

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22566551
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/15/2024

  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've been paying $10 per month for over 7 years for the ring plus plan. I've had several cameras stop functioning over the years but never sent them back. A few months ago, I finally contacted ring which was a major deal, not only getting someone to answer but I was on the phone for over 45 minutes off an on with a ******** was clear that they were purposely dragging it out hoping that I would get off the phone. I have 7 cameras that do not function and reported them all. They sent me 2 replacement cameras and said that I had to return to of the old ones within 30 days but they NEVER sent the packaging to return them. I believe they purposely make it difficult to reach them and get replacement cameras. The more difficult they make it, the more people just give up. I'm not going to sit on the phone forever and I'm not going to wait for a replacement shipping that never arrives. I expect my remaining cameras replaced! The ring **** can log onto my account and see the non-functioning cameras and even see they haven't worked in years! LOG INTO MY ACCOUNT... LOOK AT THE 5 CAMERAS THAT ARE NOT WORKING AND SEND ME REPLACEMENT CAMERAS!!!! If not, I want a refund of the money that I paid in over the last 10 years for the ring plus plan. Refund of $1072.58 or replace the 5 cameras.

  Business Response

  Date: 11/15/2024

  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 the Ring owner's account? This can be found in the account settings of the Ring app. 

  Regards, 

  The Ring Team

  Customer Answer

  Date: 11/16/2024

   
  Complaint: 22560329
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/13/2024

  Type:Product 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.

  ****** issued to a closed credit card. The correct credit card was on file with Ring at the time of refund. This fact was ignored with no apology or offer to issue the refund correctly.If issued to a closed credit card the refund would have been rejected by the card provider. The staff member had no response to this fact.

  Business Response

  Date: 11/14/2024

  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: 11/14/2024

   
  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. I will await their response from a member of the executive team. This will determine if I am satisfied with their proposed resolution.
  
  Sincerely,
  
  ******* L *****

• Initial Complaint

  Date:11/12/2024

  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 received multiple emails informing me that I was eligible to extend my plan under Ring Protect Plus Pro (1st Generation) at the reduced cost of $10/month as opposed to the standard $20/month (please see attached screenshots).I tried to sign up, and called the company three times to work through issues opting into this plan. After my initial call (October 13, 2024) I was told that it was to be escalated to a supervisor/manager and that I would receive an email or call from them soon. I was temporarily given a protection plan for 30 days while I waited. I received no response and called the company on November 8, 2024 - I was told that a manager/supervisor was working through the case still and guaranteed I would hear back before my temporarily plan would expire on November 12, 2024.I received no call back from Ring, and my temporary plan expired on November 12, 2024. I called in, and spent 1 hour 51 minutes on the call with an *****, followed by a supervisor named **** (both who were unhelpful and rude).Frustratingly, the first ***** said that the prior *****s (from October 13 and Nov 8) never escalated a ticket to the supervisors, which is why I never received a call. With the first ***** on Nov 12, he confirmed I was eligible for Ring Protect Plus (1st Gen) and sent me a link to sign up for it - however the link did not work as there was no option for that plan. He finally transferred me to **** who said that I was ineligible, it was a system error that I was getting those emails before, and contradicted my eligibility despite the previous *****s attempts and prior emails I received. I asked for a manual adjustment - to put me on the new plan and credit me back the difference to honor the price/plan of the 1st gen plan - but he said he was unable to help. He was dismissive of my almost 2 hour phone call and offered nothing but another 30 day extension as a response to me stating I still wanted to investigate and escalate this issue.

  Business Response

  Date: 11/13/2024

  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:11/08/2024

  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 reached out to ring customer support on 11/08/2024 about an issue I was having with my front floodlights, on 11/05/2924 my flood light starting strobing out of nowhere after waiting a day or so and restring a few times to notice at night it was still going on I called customer service after going through walkthroughs that I already had to no avail, I was told unfortunately out of warranty I was offered 35%off which I think is ridiculous Ive had the service since I purchased my home and had no issues till now, so I felt why am I going to buy something that only has a year warranty just so it can start strobing again and Im out of $200.00 I asked for the representative supervisor name which I was told I wasnt allowed to have then I asked for the representative name and employee Id which I got a first name but was told I couldnt have then employee number which is something I have never heard of, Ive been in sales as well as that seems strange to me, all I want is a resolution to my problem if thats a replacement or a better discount since Ive been a loyal customer for years and I would think they would want to stand by their service and product extremely dissatisfied Thanks for nothing

  Business Response

  Date: 11/11/2024

  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: 11/11/2024

   
  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:11/08/2024

  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.

  For the past week I can't access ring app, it is telling me the device isn't compatible, after doing some research I have found out that the latest Ring updatw now needs Android 9 or later or iOS 14 or later to run. My phone is an 8, so the new update has me unable to use the Ring app. I emailed ring support 10/27/24 & 10/28/24 in the hope they have a fix because having to buy a new phone is not an option. After receiving no response on 11/8/24 I called ring directly and spoke with customer service and was told that they have no way of giving me the previous version prior to the update so that I can use my phone this was very disheartening to me and I wish to make a further complaint because I'm there at alone there are many people complaining of the same issue I was then transferred to a supervisor who just basically reiterated what the previous customer service *** had stated, this was unacceptable I should not have to purchase a new phone to access this device my phone is under 7 years old and I cannot be the only one with this problem I feel that they need to get some type of web support for these phones to assist with access. There should be a way to link to the previous compatible link. I was told to go into ****** Chrome to the Ring website and login this would need to be done every time I want to access the ring cameras and this is unacceptable, for a service that I pay for. I'm looking for someone in the company to do the right thing and put out some type of a fix for those of us that have Android or 8 systems in our phones. We should not have to buy a new phone.

  Business Response

  Date: 11/11/2024

  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

• Initial Complaint

  Date:11/07/2024

  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 attempting to cancel my Ring doorbell account which is billing me $49.99/year. I haven't lived at that address for the doorbell in four years. I didn't know I was still being billed. I no longer have access to the doorbell or the ISP-specific email address that set up the account. I am not disputing the charges to today. I just want to cancel my Ring account to avoid future charges.Ring refuses to cancel the account because they have no way to identify me without the old email address. They have no way to authenticate other than email and are refusing to stop billing me $49.99/year. How can I make them stop?

  Business Response

  Date: 11/08/2024

  Hello ******, 

  Thank you for bringing this to our immediate attention. We understand the importance of being able to cancel your Ring Protect Plan account. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 

  
  The Ring Team

• Initial Complaint

  Date:11/07/2024

  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 own a ring front door video doorbell as well as an alarm base station. As part of my video doorbell purchase, I was enrolled in a free 30 day trial for video history and other options. Once my 30 day trial ended, Ring has been sending me fictitious alerts of "persons detected at front door"! I have actually been inside looking out the front door window when receiving two of these alerts!!! Clearly Ring is attempting to put fear in people to purchase optional services. This is such bad professional behavior and Ring should be called out for it. I want at least 1 year of free services added to my account or I will contact local news

  Business Response

  Date: 11/08/2024

  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. There are various Ring app settings for your Ring device that could be causing your concern. For personalized troubleshooting, please contact our Ring support team at **************, and they will work directly with you to find a solution. 

  Kind Regards, 

  The Ring Team

• Initial Complaint

  Date:11/06/2024

  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 paid for a subscription that suppose to extend the warranty on all my products brought from ring. Now I'm having problems with it not charging so I contacted ring and got hung up on when I asked for a supervisor, I then called back and spoke with someone named ***** and he tells me that I don't have a plan and their is nothing they can do but I could purchase a new ring video doorbell

  Business Response

  Date: 11/07/2024

  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: 11/10/2024

   
  Complaint: 22522071
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/06/2024

  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 received an email on October 2, 2024, with the subject line "Ring Protect Basic New Plan Name". Its call to action states "New name. Same price. All your favorite features." The main body then explains that the name change will start November 5, 2024, and will still have the "perks of your favorite plan" plus some new feature. I log in on October 14th and my "perk" of a a disable / home button is no longer there. I contacted customer service who instead told me that they disabled this with the plan rename. I'd need to pay $5 more a month for that feature. I find the notification to be completely misleading and deceptive. Consumers would not reasonably expect that any core features of my current plan were changing since I've been told its just a name change. It also stated there was no action required on my part. I am also not understanding why if the notification states this is in effect as of November 5, 2024, that I'm suddenly impacted by the change on October 14, 2024, well before the effective date.

  Business Response

  Date: 11/06/2024

  Hello Jenn, 

  Thank you for your feedback. Since the launch of Ring subscription plans, weve regularly found ways to enhance the plans 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 understand how important it is to know what your selected plan covers and the functions. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 

  
  The Ring Team