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:10/24/2024

  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 returned an item and they refuse to refund it because I returned it in a box with another item. I put two returns in one box, one shipping label on the outside of the box and the other on the inside. Now they refuse to refund my second item worth over $200.

  Business Response

  Date: 10/28/2024

  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

• Initial Complaint

  Date:10/23/2024

  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.

  I just did, on the previous page. Im not about to repeat myself,

  Business Response

  Date: 10/24/2024

  Hello *****, 

  Thank you for bringing this matter to our attention. The safety and privacy of all Ring users is our top priority. We appreciate the feedback from our community and take it seriously. If you need help accessing your account on your iPad, please contact our dedicated support team at *************** so that we can partner with you on resolving your needs.
  
  Kind Regards, 

  The Ring Team 

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22463474
  
  I am rejecting this response because: You ave given me the standard response that I've received in the past. Some of your customer service people are comptetent, and others are not. None has helped with the underlying problem, which is that Ring's two step verification is the worst in the industry, by far. Everything I wrote in my original letter is correct. Many sizeable companies have a much lless complicated, monre user friendly system, without giving up any security. Two step is two step and for absolute certain, your system is not better than the others.

   

  In the middle of the night, when I hear a noise, or just want to check, I am expected to have my phone next to me. I don't. It's two stories down getting recharged, and my ipad is the preferred method. I have had to get up at 3 am and trudge downstairs to log in. I'm sick of it. So many other companies are able to send a SMS that will go to my ipad and phone. It's not too much to ask for. My complaint stands.

  The simple truth is that Ring does not want to change or update, or even look at their system. If you prove me wrong, I'll back off. But you won't. It's a horrible system for those who don't have their phone right next to them.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 11/19/2024

  Hello *****, 
  
  Thank you for your feedback. We understand you're not receiving the 2-step verification code on your phone when logging into your iPad. This issue requires specific troubleshooting to resolve. For the most efficient support, please contact our dedicated support line at ***************. Our specialists there can work directly with you to resolve any issues you are having with not receiving your 2-step verification code. 
  
  Kind Regards, 
  
  The Ring Team. 

• Initial Complaint

  Date:10/19/2024

  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 spoke to Ring support on 15 May 2024 regarding their price increase and told them I wanted to cancel my plan. They gave me a credit of one month and there was not suppose to be any further charges. I was assured multiple times that there would be no recurrent charges. I just reviewed my credit card statement and they have been charging me monthly at the rate of $4.99 every month since. A total of 5 times.

  Business Response

  Date: 10/21/2024

  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

• Initial Complaint

  Date:10/19/2024

  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 my videos stored for 120 days for many many months. Over the last weekend, I upgraded to their new premium package. On Monday, I wasn't able to view my old recordings, which were critical for a lawsuit. I tried reaching out to customer service, who escalated the issue, but then stopped making progress.

  Business Response

  Date: 10/21/2024

  Hello Chiemi,
  
  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:10/17/2024

  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.

  I paid my subscription in full until Feb 2025. It included security change Modes such as AWAY. Today I noticed the modes were removed on my Ring Peephole APP. They stated they now charge for having the security. I paid in full until Feb 2025. They cannot change my contract and try to raise the price before it expires. They changed my feature right after Hurricane ****** passed through our neighborhood. It seems like price gouging to me.

  Business Response

  Date: 10/21/2024

  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

• Initial Complaint

  Date:10/17/2024

  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.

  We purchased the ring camera when the company was new back in 2014 or earlier. We have purchased multiple cameras, indoor and outdoor. But when we purchased them we were told that they would covered under the plan that we had. We are now told that we pay just to keep the videos for a year. The cameras we have are the original ones, there have been newer models that have come out since. Ours the paint is coming off , the camera lens are shot from the exposure outside. So when we view, it comes in fuzzy. We have reached out to customer service and basically they told us, your not covered. I think being a customer for 10 years deserves better respect than that. I am looking to get the camera replaced.

  Business Response

  Date: 10/21/2024

  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:10/17/2024

  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.

  We purchased a ring camera through Amazon order 702-7385803-0433017. Despite the high cost for the unit it is already falling apart. The neck of the camera broke and now that unit is useless. I called ring and they indicate there is nothing they can do to assist.

  Business Response

  Date: 10/21/2024

  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: 10/21/2024

   
  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:10/16/2024

  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 programmed three ring cameras and one doorbell yesterday morning. I paid a professional to install the cameras yesterday afternoon ($500). The cameras were working when I went to sleep and again when I woke up this morning.Around 8:00 am I checked the cameras as I was going out of town. One of them was offline and not connected to the internet. I spent over an hour trying to make the camera work. I had connected the cameras to the internet and programmed them yesterday morning and tried this again. It was not functioning. I called customer support and spoke to ****. I spent another hour on the phone with **** resetting the camera 5-7 times and reconnecting it to the internet. Finally **** told me that the camera was not working and a replacement would be sent. I told him I had to pay someone to come back and reinstall, reposition the camera, etc. I explained that the camera was new. I already paid for this once. I should be reimbursed by Ring to have this done a second time because I received a defective camera. I asked that he have a manager from the US call me as I had already spent over two hours on this and was late for an appointment.I called back on my way to the appointment and was on hold for an extended period of time to request installation reimbursement from a US Manager.I was transferred to ***, Neighborhood solution expert. I explained the situation to ***. I requested reimbursement for the reinstallation. He said he wanted me to spend another hour or two troubleshooting the defective camera. I said no. I did not have the camera with me and was going out of town. A ring representative already did this and determined the camera was defective. He told me he was cancelling the replacement camera!I am out of town with a defective camera and he is refusing to replace it after I completed the troubleshooting with a Ring employee who determined it was defective.

  Business Response

  Date: 10/17/2024

  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: 10/18/2024

   
  Complaint: 22431346
  
  I am rejecting this response because:  No resolution.  I have not spoken with anyone at Ring and Ring has not offered a solution to this issue.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 10/29/2024

  Hello ******, 

  Thank you for the provided information. It does look like a member of our Executive Resolution Team is trying to reach out to you. 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: 11/22/2024

   
  Complaint: 22431346
  
  I am rejecting this response because: i emailed the representative 3 times with dates and times that work.  I waited each time and the Ring representative never showed up

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

  Business Response

  Date: 12/24/2024

  Hello ******, 

  Thank you for providing this information. I do see that a member of our Executive Resolution Specialist was trying to reach out to you prior to accommodate a good time to speak. I will reach out to them and let them know to reach back out to you. 

  Kind Regards, 

  The Ring Team. 

• Initial Complaint

  Date:10/16/2024

  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 a Ring camera and plan after comparing pricing to competitors. Ring then decided to change their plans up and take a key feature away from the plan I was on. As such I cancelled my plan and was told by customer support that my device would be refunded and that I'd get an email within 24 hours confirming the refund process. After not receiving it, I contacted support again that basically said I was lied to and that the device would not be refunded. This is completely unacceptable. I have a recording of the call as do you (which was just confirmed in writing via chat support) - listen to it and you will hear that I was told all of this. Happened on Oct 3rd. It was a 21 minute call.

  Business Response

  Date: 10/17/2024

  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:10/16/2024

  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.

  We bought a camera and paid for the basic plan Aug 23rd (roughly its the renewaldate). We specifically got the camera and plan for the "modes" and tonight Oct 15 the modes were no longer showing on the app. We contacted customer service and were informed that they discontinued the modes for the basic plan on Sept 7. We received no notification that this would be taking place less than a month after paying for a year and customer service did not offer any help other than sending a link to their terms and services saying that we accepted that any changes can be made to our plan. So we are stuck with a ring camera that doesn't fit our needs unless we now pay more money less than 2 months into our yearly subscription. This is shady business practices as they could and should have waited for individual renewals to notify the customers that they would be loosing features so that we could choose whether or not to renew.

  Business Response

  Date: 10/16/2024

  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: 10/16/2024

   
  Complaint: 22428321
  
  I am rejecting this response because my complaint was met with a reply that felt "cookie cutter" and failed to address my specific concerns. As a loyal customer who has already paid for my subscription, I find it unacceptable to see options removed from my plan during my subscription, especially since I paid for the features that were originally offered. This shift not only undermines the value I expected when signing up but also raises serious concerns about your commitment to customer needs. The removal of essential features and their availability only in higher-priced tiers leaves me feeling misled, even deceived. This approach limits my options and forces me to pay more for features I already paid for, which is simply unacceptable. Claiming that you have enhanced the plan to provide more value contradicts the removal of features. Given these changes, I am requesting a complete refund for my subscription and the cancellation of my service. Once this is resolved, I will dispose of the camera, as it was purchased from a retailer and is outside of their return window.
  
  Sincerely,
  
  ****** Day

  Business Response

  Date: 10/29/2024

  Hello *****, 
  
  At Ring, we are continuously looking for ways to enhance our Protect Plans to provide even greater value to our customers. As part of our ongoing commitment to delivering quality products and services, we have recently updated our Ring Home Plans.

  The updated Ring Home Plans now offer an even better value proposition for our customers. We believe these plans represent some of the best offerings in the industry.

  To learn more about the changes to the Ring Home Plans and what each plan includes, please visit the following link: ************************************************

  We appreciate your continued feedback and insights, as they help us improve our services.

  Regards, 
  

  The Ring Team 

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22428321
  
  I am rejecting this response because: it is "cookie cutter" and doesn't address the issue.

  Additionally addressing me incorrectly (*****?) Is a formal letter shows lack of attention to detail and concern for customer satisfaction. 

  Moreover the removal of "modes" and the introduction of the "video preview alert" feature does not add value. This feature was only removed from the Basic subscription while the new feature was added to all subscription levels, this appears more profit-driven than customer-focused.

  I subscribed for specific features, and now I find myself inconvenienced by having to turn off notifications and cover the camera while home to avoid constant recording and alerts. This undermines the value I expected and raises serious concerns about your commitment to customer needs. Even more concerning is taking roughly a month to respond now that is not customer focused at all.

  Given the lack of resolution or apparent concern, I am formally requesting my subscription be canceled and refunded. Once this has been verified I will dispose of the camera as it was purchased from a retailer and is out of their return window.

  Sincerely,
  
  ****** Day

  Business Response

  Date: 12/24/2024

  Hello ******, 
  

  Thank you for providing your feedback in regard to the recent changes to modes within the Ring Home Plan features. If you need any further assistance with your Ring Home plan subscription cancelation, please contact our dedicated customer support line at **************. 

  Kind Regards, 
  
  The Ring Team