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:10/15/2024

  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.

  Last Christmas I purchased a Ring Doorbell Pro and the basic subscription plan for $49.99/year. This plan included the modes feature which was critical for users who wanted flexibility in using the app when away or at home.Ring unilaterally removed this feature from the basic plan last month, and put it in a more expensive plan ($100/year). No longer is this critical feature accessible for basic plan users.I paid for the basic plan which included this feature, and now I (and millions of users) no longer have access to it.Our only recourse is to upgrade to the more expensive plan. This almost rises to a bait and switch scheme on Rings ******* the absolute minimum, they should allow basic users the use of this feature until our annual subscription ends.Please help the tens of thousands users get a fair shake from Ring.Feel free to contact me for further information.

  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: 10/24/2024

   
  Complaint: 22427460
  
  I am rejecting this response because: Ring has not addressed my concern.  I paid for a service and part of that service was unilaterly cancelled with no forewarning and no refund. The service should have continued until my annual subscription expired. This is not an acceptable business practice
  
  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

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22427460
  
  I am rejecting this response because:

  The mode feature was integral to the operation of the Ring doorbell.  It allowed users to choose when motion would be detected.  Most necessary, for example, if homeowner was mowing front lawn.  With motion detection on, each time the homeowner passed the motion area, video would be taken.  This could result in 20 to 50 unnecessary clips depending upon how many passed the camera. 
  

  Also, modes was an integral part of the basic plan. I could set times when I wanted motion detection on or off, depending on the time of day/if I was home or not. It was an automated feature.  Without it, users manually had to make changes.  Without the automation, the doorbell was not worth purchasing.

  Also, I PAID for a 1 year subscription that included this important feature, and it was unilaterally deleted from my subscription with no recourse.  No arraignments made to continue the feature until the yearly subscription expired OR some type of pro rated refund for the deleted feature.

  This Is nothing more than a bait and switch scam that affected thousands if not hundreds of thousands of users.

  Rings explanation, is unacceptable, and nothing more than a veiled attempt to cover their ****, for shortchanging their customers.

  I will not let this complaint go without some type of compensation.

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

• Initial Complaint

  Date:10/11/2024

  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 Pro doorbell camera that suddenly stopped connecting to my network and is now offline after a firmware update. I tried to resolve via the online solutions suggested by Ring. I also called support and explained that others online are complaining about the same issue after a recent firmware update. Customer support also had no luck at helping me with solutions to get my pro camera back online. Instead they only offered a 25 percent discount on a new ring camera, which I believe is unacceptable.

  Business Response

  Date: 10/14/2024

  Hello Jarrod,
  
  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: 10/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22413345, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Jarrod Winkle

• Initial Complaint

  Date:10/11/2024

  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.

  In September 2024, RING deprecated a useful function in their app, which I have a paid subscription to. They did notify customers that this was happening, much to the dismay of the user community.They stated that users could still use other ways to provide "similar" functionality, which we are finding is nowhere near the case. It now has to disabled in multiple places to provide the ability to pause/stop alerts. The function they removed for Basic subscribers, was the "Mode" functions. Three buttons to Home/Away/Disarm , in my case motion activated cameras, but for other users there may be additional hardware, like an alarm system. They stated you could set a schedule for disarming, but that is nowhere near the functionality that was provided with "Modes", and could not be done easily for unscheduled activities, i.e., lawn maintenance. There was also a function that reminded the user on their phone when you were leaving your property and your cameras were disarmed, that function is removed. In contacting RING support they couldn't provide a reason as to why this function was deprecated, but stated that I would have to upgrade to a plan that costs twice as much to get the Modes functionality back. I have read in many online forums that many people are impacted by this action and it appears that they are doing it to force people to pay more for functions that were already included in my subscription. A very negative customer experience and to me, a poor business practice to alienate their customers. Hopefully they realize that all the negative attention/publicity wasn't worth it.

  Business Response

  Date: 10/14/2024

  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: 10/14/2024

   
  Complaint: 22413230
  
  I am rejecting this response because:

  This response is completely counter to what I described. I complained because you removed a basic function, and youre responding that you did it to enhance the user experience? 

  It did the exact opposite and alienated your user base by forcing them to pay twice as much to regain this basic function. How does this enhance the user experience?
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 10/29/2024

  Dear *******,

  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.
  
  Kind Regards, 
  

  The Ring Team 

• Initial Complaint

  Date:10/10/2024

  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 renewed my subscription with Ring security for monitoring and capturing video. This included the modes buttons which made it convenient to turn the camera on and of. I paid for my yearly subscription in full. I recently received notification that they were changing my service in the middle of my current year subscription and will not be able to use the modes button unless I paid $100 per year which was a lot more. How can a company do this to it long standing customer? They gave no explanation when calling customer service. Beware of these kind of bait a switch tactics that must be illegal.

  Business Response

  Date: 10/10/2024

  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: 10/11/2024

   
  Complaint: 22408159
  
  I am rejecting this response because:
  That is just a boilerplate answer to to unfairness that the company is doing. It means nothing and to the contrary they have not added value, but gave taken away a value part of my subscription. That is the mode buttons that were previously include. I add that in their correspondence they mention not specific added features or value because there is none. I see from the BBB website they have a 1.3 rating. How can you even have them included with such a low rating. Do you have any minimum standards for which one can continue to say they are a member of a "Better Business" organization?
  Sincerely,
  
  ****** *****

  Business Response

  Date: 10/24/2024

  Hello *****, 
  
  Thank you for the provided feedback. We are making a small update to the Ring app. The Modes button will no longer appear on the home screen for Ring Basic subscribers. Neighbors will still be able to enjoy functionality similar to Modes, including adjusting individual camera motion schedules, Smart Alerts, and privacy settings, through their device settings in the Ring app.
  
  If you have any other questions regarding your Ring account, please dont hesitate to reach out to our dedicated 24/7 support team at ***************
  Regards, 
  
  The Ring Team

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22408159
  
  I am rejecting this response because: I paid for a level of service in full for an entire year. They have reduced the level of service during the year time period. I think that is unfair. I am also astonished the Ring could be a part of the Better Business Bureau with these tactics and such a low score in your ratings. Your association means nothing if companies like Ring can joint. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 12/18/2024

  Hello ******, 

  That you for your feedback. If you need any further assistance in regard to your Ring Home Plan. Please reach out to our dedicated customer support line at ***************. 

  Kind Regards, 

  The Ring Team

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22408159
  
  I am rejecting this response because: These are canned ridiculous responses that don't make any sense or resolve the problem in the least. This is a waste of time on my part and I will no longer respond to any of these messages. The BBB as a mediator has done nothing but past my complaint to Ring and they return some meaningless responses. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/10/2024

  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 2 ring doorbell camera and 1 flood light and camera combo on July17,2024. Upon receipt and after installation one of the cameras and outdoor light the light was not functioning properly. Also the audio of one of the door bell cameras was not working. I called ring customer support and it was determined they would send another. I received but they sent an incorrect product. At that time I I requested a full refund as I am not happy with the product or all the back and forth. Ring informed me they do not give refunds. As a consumer this is unacceptable so Im requesting a full refund

  Business Response

  Date: 10/14/2024

  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:10/10/2024

  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 was recently informed that, due to a setting in the Ring app that had not been previously disclosed to me, the default retention period for security footage was limited to sixty (60) days, rather than the advertised one hundred and eighty (180) days. This oversight has resulted in a considerable loss of footage that I had been paying Ring, in good faith, to retain. I am now being told that this footage has been deleted. However, in todays digital age, it is well understood that nothing is ever truly deleted, and for Ring to assert otherwise is an insult to my intelligence. Therefore, I hope that Ring will take the appropriate action and restore the data that is almost certainly still recoverable.

  Business Response

  Date: 10/10/2024

  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: 10/10/2024

   
  Complaint: 22404700
  
  I am rejecting this response because: no apparent efforts, nor any documented evidence of such, have been made or provided to verify whether the allegation concerning video retention is true.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 10/24/2024

  Hello *******, 
  
  Thank you for the provided feedback. 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: 11/22/2024

   
  Complaint: 22404700
  
  I am rejecting this response because: there is none.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/18/2024

  Hello *******, 
  

  Thank you for the additional information. I see that you have worked with our Executive Resolution Specialist team here at Ring, and they are the best equipped to assist you. If you have any further question, please respond to their email thread. 

  Kind Regards, 

  The Ring Team

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22404700
  
  I am rejecting this response because: that email no longer works. Please advise accordingly. Thank you.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 01/31/2025

  Hello *******, 

  Thank you for the update. I want to clarify the ask. Has the email address to your Ring account recently changed? If so, please provide that email address.

  Kind Regards, 

  The Ring Team 

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22404700
  
  I am rejecting this response because: it is not my email that has changed. It is the executive office that no longer has the same working email. I tried. It bounced! Please advise accordingly. Thank you.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 02/21/2025

  Hello *******, 

  Can you please provide the correct email address that they should be using?

  Kind Regards, 
  
  The Ring Team 

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22404700
  
  I am rejecting this response because: my email address is not the one used on the main account. It is, however, the one linked to this complaint: **************************

  Additionally, the previously valid Ring-based email address no longer works, and I have stated so to this company already before, yet am doing so, again, in case it was overlooked.

  Please advise accordingly. Thank you.

  Sincerely,

  ******* *****

  Business Response

  Date: 03/07/2025

  Hello *******, 

  From your response, it seems like the email address associate to your Ring account is the correct email to use. I will inform the Executive Resolution Specialist assigned to your case to contact you. 

  Kind Regards, 

  The Ring Team

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22404700
  
  I am rejecting this response because: see above.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/09/2024

  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've been a Ring customer since August 22nd, 2024, in other words, a new customer. I only have the alarm system with sensors but absolutely no Ring cameras of any type. They gave me a 1-month trial and at the end of the trial period I knew which plan I wanted to subscribe to (RING Basic Protect Plan) since it met all the requirements for my specific configuration i.e. with no camera just a basic alarm. on September 21st I paid for my new plan for a whole year and while subscribing to the plan I paid special attention to the Protect Basic Plan description right on the page I paid for my subscription. Having only the Ring alarm all my family needs is to be able to arm it and disarm it from the Ring app. This is basic functionality and I was willing to pay a Basic subscription to access this, and I repeat basic functionality. Copied here is the portion of an excerpt from the Basic Protect Plan signup page that specifically calls out the features I was interested in and paying for: "digital arming/disarming and integration with other Ring, echo, and third party products". I had initially created a schedule to arm and disarm the alarm and trusted this schedule to protect my house and my family and a few days later realized this schedule was not able to arm or disarm the alarm. The next night I went to manually arm the alarm from the app and found that while the button to do this was there I was not able to do it because I was not subscribed to a Protect plan which I knew I was since I had already paid for it. I called customer support and I was informed I needed to pay, twice as much as I originally paid for my plan, in other words, 100% more money per year to use a feature that was specified in the Plan I signed up to. The *** words were, sorry we haven't had time to update that page but you still need to pay. I'm very disappointed with how the Ring *** handled this since I paid a year subscription for a service I expect to receive and this has not been the case!

  Business Response

  Date: 10/10/2024

  Hello Aliep,
  
  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:10/09/2024

  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.

  Placed two orders on the 14th of Sept & 17th of Sept. Ordered multiple doorbells cameras etc for my house. They arrived too late and i needed to return them. Multiple agents and team leads said they were unable to issue return labels. They would not provide a reason. I just want to return my items.

  Business Response

  Date: 10/10/2024

  Hello ***,
  
  Thank you for bringing this to our attention. We strive to provide our neighbors with a seamless ordering and returns 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

  Customer Answer

  Date: 10/12/2024

   
  Complaint: 22402606
  
  I am rejecting this response because:
  

  I received an email regarding Ring reaching out over the phone. I provided and time and my phone number yet i did not receive a call. 

  My issue is NOT solved. 

  Sincerely,
  
  *** ******

  Business Response

  Date: 10/28/2024

  Hello ***, 

  Thank you for providing the additional information. I do see that a phone call was done on 10/12/2024. If you have any further questions, please respond to the emails sent by the Executive Resolution Specialist assigned and they will be able to further assist you. 

  Kind Regards, 
  

  The Ring Team

• Initial Complaint

  Date:10/08/2024

  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.

  Ring has decided to increase its annual professional monitoring costs for its alarm services from $100 to $200 effective March 1, 2025. Having been a Ring customer for several years, I purchased close to $1,000 of equipment (alarm, sensors, cameras) knowing my service cost was $100 per year. As of last week per an email notification, Ring has decided to double its monitoring costs, something that was never stipulated it could in their terms and conditions of the original product material and or subscription agreement. Ring is effectively taking advantage of its existing customers by doubling its service cost, way beyond any increase of inflation knowing they have invested a significant amount of money in the equipment with no option to pay. If the increase was only applied to new customers, then that customer would have an option to not purchase their equipment. However existing customers have no option to pay the unreasonable service increase or are left to switch companies and folk out additional money for new equipment.

  Business Response

  Date: 10/08/2024

  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 Ring's Terms of Service, please see the following link: ****************************************

  Kind Regards,

  The Ring Team

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22396015
  
  I am rejecting this response because this is just standard response with no real context why you are increasing plans by double the cost. You should either grandfather existing users or offer to buy all of their equipment back. 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 10/28/2024

  Hello ****, 

  
  Thank you for the additional information. I know how important it is to have the proper information on the recent changes to the Ring Protect Plans. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 
  
  The Ring Team

  
  

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22396015
  
  I am rejecting this response because no one has reached out with a solution. 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 12/24/2024

  Hello ****, 

  Thank you for your feedback regarding the recent price changes to our Ring Home Plans. We currently do not have an option to grandfather in prior Ring subscription prices. For more information on the Ring Home Plans and the features for each plan, please visit the following link. ******************************************************

  For all other questions and concerns regarding your Ring Home Plan and recent changes, please contact our dedicated customer support line at **************

  Kind Regards, 
  
  The Ring Team 

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22396015
  
  I am rejecting this response because this is just a standard robot response.  No solution but reduce service and pay the same cost.  The call with your customer service specialist was a complete waste of time.  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:10/07/2024

  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 ordered a "Wired" Spotlight Cam **** and two Pan tilt Indoor cameras. I did not receive the pan tilt cameras. I did receive a "Battery" Spotlight Cam **** instead of the "Wired" version.The "Battery" Spotlight Cam **** is noticeably less than the "Wired" Spotlight Cam **** (see attachments). A compatible wiring conversion kit was supposed to be included but was not.I would like a refund for the items mentioned. I feel cheated because customer service never stated the pan tilt cameras were not in stock, and they tried to convince me to accept the "Battery" version as a substitute for the one ordered.I have returned the "Battery" Spotlight Cam **** - (see attached receipt).

  Business Response

  Date: 10/08/2024

  Hello Craig,
  
  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