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:11/06/2024

  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 purchased the Ring Protection that is 100.+ a year for lifetime warranty on my devices and ********************** will not honor the warranty again. I had this issue back in 2022 and filed a Complaint ID#: ******* with the BBB. Ring resolved this issue and assured me that all my devices were covered under a lifetime warranty. The screen shots are from my account showing that my ring doorbell camera is under a lifetime warranty. I was on the phone with Ring for over an hour about this issue. I also have an email from Ring Consumer Advocate that also said that all my devices are covered under this lifetime warranty. I sent screen shots of my device and email from ring stating that I had a lifetime warranty on my device yet they said they could not process the warranty even though it says its under warranty. They said they escalate to another group. I got an email this morning saying that they would not cover my device under the lifetime warranty but offered a discount code to compensate me. They gave me no way to contact them back except starting over.

  Business Response

  Date: 11/06/2024

  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:11/05/2024

  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 Video Doorbell Pro and it disconnected suddenly this week to never connect again after a firmware update. Once diagnosed a firmware update issue, customer service indicated that nothing could be done and pushed me into buying a new product with a small discount instead and indicating that a product not functioning is not a valid reason to escalate my complaint. Further and as seen on various forums, it appears that the company does not have any other means of being reached and, therefore, nowhere else can a complaint be filed or an issue be escalated. After reading another complaint filed to the BBB as well for the same device as other comments seen online, it appears that many clients experienced the same issue after a firmware update lately and it is absolutely unacceptable for a company to force clients into buying a new device after releasing an update rendering a perfectly working device obsolete.

  Business Response

  Date: 11/06/2024

  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: 11/13/2024

   
  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, pending the actual reception of the promised replacement unit.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:11/01/2024

  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 had a variety of ring products since 2014 or 15. When I moved in 2017 we purchased several cameras and lights for our new home. we also pay annually $100 for warranty and storage. this year our debit card was stolen and the autopay didn't go thru. As soon as ring emailed us we provided the replacement card info and figured all was fine. a few weeks ago the flood light camera lights started malfunctioning. we called several times and did all the troubleshooting. didn't help. then we find out we don't have any warranty anymore as a result of the card that didn't go thru. they refuse to reinstate the warranty and are only offering a discount on purchase of a brand new device. This is unacceptable to me and terrible customer service and policy.

  Business Response

  Date: 11/04/2024

  Hello ***, 

  Thank you for bringing this to our attention. Could you please provide the email address associated to the owner's Ring account so we can further look into this? 

  Kind Regards, 

  The Ring Team 

  Business Response

  Date: 11/04/2024

  Hello ***, 

  Thank you for bringing this to our attention. Could you please provide the email address associated to the owner's Ring account so we can further look into this? 

  Kind Regards, 

  The Ring Team 

• Initial Complaint

  Date:11/01/2024

  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.

  Purchase a ring camera product and it went defective. If supposed to be guarantee and warranty for lifetime through my ring plus app guarantee that I have purchased for a lifetime as long as I own the camera. And neither ****** or Ring manufacture wants to honor their warranty and their contract. They are reneging on their contract.

  Business Response

  Date: 11/04/2024

  Hello ******, 

  Thank you for bringing this to our attention. We would like to look into this further. Could you please provide us the email address associated to the owner's Ring account?

  Kind Regards, 

  The Ring Team 

   

• Initial Complaint

  Date:10/30/2024

  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.

  When I purchased ny Ring Doorbell Camera, I subscribed to Ring's Basic ProtectPlan for the ability to change modes from Home to Away and back. In October 2024 Ring moved the ability to have modes to the Plus ProtectPlan without notice. To use the Mode option, I now must pay twice the fee as I originally contracted for.

  Business Response

  Date: 10/30/2024

  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.
  
  
  Kind Regards,
  
  The Ring Team

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22492012
  
  I am rejecting this response because:

  It does not address the fact that functionality that was paid for in the original subscription was taken away without notice or recourse.
  
  Sincerely,
  
  *** ********

  Business Response

  Date: 11/21/2024

  Hello ***, 

  Thank you for the additional information. With the goal in mind of keeping you 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 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.

  For more information on what each plan offers, please visit ****************************************

  For any other questions regarding the Ring Home plans or the plan you have for your home, please contact our support team at **************.

  Regards, 
  
  The Ring Team

• Initial Complaint

  Date:10/28/2024

  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.

  The Ring representative kept me on the phone and refused to help me with the issue. It was as thirty minute phone call consisting of sending him my sensitive data from the camera, the camera screen and my front door showing the location. He chose not to help and wasn't personable at all, three of my family members have ring cameras and we all pay for the subscriptions monthly. The agent lied and told me they don't sell my Ring 3 camera model anymore although it shows up on their website, he decided to argue with me over the fact. This was the most expensive model at the time when my son purchased it for me and I expected it to work properly since it's "meant for outdoor" use. The screen is peeling outside the camera and I simply asked that they replace it, they're refusing.

  Business Response

  Date: 10/29/2024

  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:10/25/2024

  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 been a loyal Ring customer for many years. I am also a subscriber of the Ring Protect ************ annually. In March 2019, I purchased 4 Stick Up Cam ***** from **************************. In recent months, two of the four cameras stopped working. I called Ring support service on August 9, 2024. After troubleshooting with me on the phone, the Ring support team decided my devices were no longer in working condition, and I am entitled to the warranty based on the annual Protect ************ I subscribe.Unfortunately, after Ring support team created two shipping orders for the replacement devices, no device was shipped. I reached out to Ring customer service twice to inquire about the status, the answer was always "your device is not in stock". I called again today, and I was given two options: 1) To accept a different device of a lot cheaper model, or 2) I have to continue waiting indefinitely for the Stick Up Cam **** to be in stock. I requested if I could get a partial refund if accepting a cheaper model, or just get a money I paid for the original device without replacement, the answers were No to my both request.I have been waiting for my devices for almost two months, and now I am given the choice to wait indefinitely. Meanwhile, I am still paying for the Protect ************. This is not a fair. Please help resolve the issue so my warranty can be honored. Thank you.

  Business Response

  Date: 10/29/2024

  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: 10/29/2024

   
  Complaint: 22358478
  
  I am rejecting this response because:

  The response has no specific action item.

  1) By what date will you assign this issue to a staff?

  2) When, who, and how will this Ring staff reach out to me?
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/21/2024

  Hello *******, 

  Thank you for your response.  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: 12/02/2024

   
  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:10/25/2024

  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.

  On Oct 5th, 2024, as I was sleeping at 4:41am, my camera announced, "You are being recorded"! I never set my cameras on when I sleep, and I live alone. I emailed Ring a few times with no response. I feel my privacy was invaded and I demand some kind of response and compensation.I feel the camera was hacked and I think an employee did it that's why I never got a response. I want to be refunded for the cost of the camera and this year's cost per month starting in Jan 2024. This is unacceptable. I want this to be made public. I am scared to use the cameras now.

  Business Response

  Date: 10/28/2024

  Hello ****, 

  Thank you for brining this matter to our attention. The safety and privacy of our users is always at the forefront of our mission here at Ring. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 

  
  The Ring Team

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22473033
  
  I am rejecting this response because: They do not have my correct phone number. It is ************. A code was sent to my old number which ended in 0383. I want financial compensation for this invasion of privacy and lack of privacy. I do not feel safe with Rings camera. I doubt anyone will call me since they never responded to my emails.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 11/21/2024

  Hello ****, 

  Thank you for the additional information. Thank you for providing the phone number. I have sent the updated phone number to the Executive Resolution Specialist working with you.  If you still have any questions, you can respond back to the Executive Resolution Specialist email that they sent.
  
  Kind Regards, 
  
  The Ring Team 

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22473033
  
  I am rejecting this response because:

  A woman named ******* kept lying to me about couldnt get through for a long ********** finally did. She did not take responsibility and did not offer anything for the hacking and lack of privacy which Ring was fined almost $6 million. They lack responsibility and just dont care. ****** was heartless and unprofessional. The attorney general will be notified as well. *** was notified too. Its disgusting they dont care about the customers. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 01/03/2025

  Hello ****,
  
  Thank you for the additional information. The safety and privacy of our users is always at the forefront of our mission here at Ring. The Executive Resolution Specialist working with you is the best equipped to assist you. If you have any further questions, please respond to the last email they sent you, and they will get back to you. 
  
  Kind Regards, 
  
  The Ring Team 

• Initial Complaint

  Date:10/25/2024

  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 had four Ring cameras 3 of the 4 have been replaced with no problems. I have had the Ring protect plus plan.However my Ring floodlight camera has had problems staying online.I was told this camera was not covered. I was instructed by their tech support to delete it and try adding the device. I was unable to get it back online to get it covered. I ended up finally getting back online and was then requesting it be back on my Protect plan. I spoke with a representative and explained the situation she acknowledged the camera back online and said she was going to notate the camera was back in working condition and was covered by the pro *********** is now casting pink picture and lens fell off. Spoke to **** and supervisors they offered me 35% off new camera since it is out of warranty. I am trying to figure out how exactly this pro plan works and getting mixed information. I have been paying for this to avoid having to pay more money. When the supervisor told me about the plan she said all my cameras will be covered. I believe there is misleading information and would like to have this floodlight camera replaced as that is what my understanding was.

  Business Response

  Date: 10/28/2024

  Hello Mark,
  
  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:10/24/2024

  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.

  They removed a feature that we have had for years from the app and now they want us to pay extra to have that feature back. The modes which allowed us to turn the camera off and on.

  Business Response

  Date: 10/28/2024

  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.
  
  Kind Regards,
  
  The Ring Team