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:10/07/2024

  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 installed a Ring Camera at my previous residence. In August 2021, I sold the house, deleted my device so the new owner could register it, and cancelled my Ring subscription. Today (Oct. 2024) Ring emailed me to state my credit card (now expired) declined to renew the subscription. I'd like to be refunded for any charges by Ring after I cancelled the subscription in August 2021. Spoke to ***** (who could barely be heard over the background noise) at Ring who could not process a refund or connect me to a supervisor.

  Business Response

  Date: 10/08/2024

  Hello Linda,
  
  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:10/07/2024

  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 have been paying for the coverage service for 7 years diligently. On 8/3/24 they tried to charge the card on file which had been stolen so it was declined. Replacement of the card allowed the charge to go through on 8/5/24. On 10/3/24 one of my doorbells died. They claim they will not replace it because the charge failed to go through the first time! **** in customer service tells me all of my devices are no longer covered. What a complete rip off!

  Business Response

  Date: 10/08/2024

  Hello Marilee, 
  
  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:10/07/2024

  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.

  On 10/7/24, my cleaning lady came to my house to clean. I wasnt aware that it was the week for her to come and I set my alarm. My alarm proceeded to go off for 7 minutes while I tried to connect to the app to disarm the blaring alarm. At no point did my paid for monitoring service ever contact me to see if everything was ok or to see why the alarm was going on. Why am I paying for a service that I'm not getting??

  Business Response

  Date: 10/07/2024

  Hello Lisa,
  
  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. If you are needing assistance with your Ring Alarm, please contact our dedicated Alarm support team at 1(800) 656-1918 so that we can partner with you on resolving your needs.
  
  Kind Regards, 
  
  The Ring Team

• Initial Complaint

  Date:10/05/2024

  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 a outdoor camera and it doesn't power on and I never actually used it for more than 5 mins since I got it.

  Business Response

  Date: 10/07/2024

  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. Could you please provide the email address associated to the Ring account? 
  
  Regards, 
  The Ring Team

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22385957
  
  I am rejecting this response because: but will provide you the information you requested. The email on the account is ************************ if you are wondering why I didnt except your sparse reply is because you didn't put your name in the complaint so I know who I'm working with. Another annoying thing is that I had looked into your cameras and bought one when they first came out along with the solar panel and could never utilize or use it. A d bought a subscription once and canceled another. Been using blink since they came out much better customer service and do anything that's needed to get the customers business. That MF for your company which is probably the same *** wants a customer to bend over to get a camera from your company. Although I would say your cameras are a better quality your current customer satisfaction ***** compared to the others I have done business with. Even **** wants the business more than the ***** o was conversing with during a difficult time from a hurricane that dude could not understand the situation from the other side and lacks perception on when a customer is struggling with there eyes to get these small numbers which I did wind up sending the photo twice e with no reply. Anyway if I'm going have round 2 of nonsense again over getting a working camera I will make sure ever site gets a beg review constantly and look to another company that not as cheap over sending a camera so we can wind up buying another 6 like we did with the other company. When I like a product and it doesn't miss on motion detection then i buy and also refer others. I got 25k followers on utube so that's my reason for this.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 10/28/2024

  Hello *******,
  
  Thank you for providing the email associated to the Ring account. 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:10/04/2024

  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.

  Greetings. Due to a natural disaster, hurricane *****, I had to evacuate and was unable to deposit funds for my active subscription. I have need of my previously recorded videos. Upon chatting with *** and ******* 10-4-24 via **************************, I was informed I cannot have access to my videos. It is imperative I have these videos due to safety reasons. Please allow me access. Thank you

  Business Response

  Date: 10/07/2024

  Hello Marie, 
  
  Thank you for bringing this matter to our attention. The Ring Protect Plan is a great way to record and store any activity that is captured by your Ring cameras to be reviewed at your convenience. I understand the importance of being able to access your recorded events on demand. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 
  The Ring Team

• Initial Complaint

  Date:10/03/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RING is DOUBLING my monthly expense. I called in and tried their chat function to see if I can discuss this abrupt and un-orthodox change and after two hours of effort got no resolution.Their customer service appears to be so understaffed or purposefully complicated, that it is impossible to get accurate ******** that i've bought and installed the equipment, they are taking advantage of me.

  Business Response

  Date: 10/04/2024

  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: 10/04/2024

   
  Complaint: 22375516
  
  I am rejecting this response because it does nothing at all even attempt to address my concerns and is a cut-and-paste response.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 10/24/2024

  Hello *****, 
  
  Thank you for the additional information. I understand the importance of knowing your options for the Ring Home Plans. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 

  
  The Ring Team

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22375516
  
  I am rejecting this response because your 'resolutions' team called me and only asked for feedback.  They told me they were not allowed/empowered to offer ANY 'resolution'. 

  Again, you've not made any effort to resolve this issue.

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

  Business Response

  Date: 12/03/2024

  Hello *****, 

  Thank you for the additional information. I do see that a member of the Executive Resolution Team has been in contact with you. They are the best equip to provide you with details of the changes to the Ring Home Plan's and reach a resolution. If you have any further questions, please respond back to their email thread, and they will further assist you. 
  
  For further information, please see the following link for our Terms of Services ****************************************

  Regards, 
  
  The Ring Team 

   

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22375516
  
  I am rejecting this response because:

  youve done nothing to solve the issue (again).   Your resolutions team didnt resolve anything or offer any attempt/suggestion at a resolution.  
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 01/03/2025

  Hello *****, 

  Thank you for the additional information. I do see that a member of the Executive Resolution Team has been in contact with you and took your feedback about the recent changes to the Ring Home Plans and prices. They are the best equip to provide you with details of the changes to the Ring Home Plan's. For further information, please see the following link for our Terms of Services ****************************************

  
  Regards, 
  
  The Ring Team 

• Initial Complaint

  Date:10/03/2024

  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 am so sick and tired of constantly dealing with these cameras not working, this morning they stopped recording for 10 minutes while somebody was moving a bunch of material improperly and breaking it and now I don't have that on video even though there were clearly people in frame that should have been on video and at a different location several deer including a large **** walked by four different ring cameras and not one of them picked it up. We have several systems and have invested thousands of dollars and countless hours in these cameras and every time we need to find a specific video that should have been picked up on camera it's missing

  Business Response

  Date: 10/04/2024

  Hello Steve,
  
  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:10/02/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/2/24.Impossible to cancel recurring subscription.Endless loop when attempting to cancel recurring subscription charge. When I try to sign in online, it tells me to go to my Ring app to get a verification code. I haven't signed into the Ring app on my phone since getting a new phone, so when I try to sign into the app to get a verification code, it tells me to my verification code from my app.Chatbox online leads to AI customer service agent that continually loops back to signing in to app, which is not possible if not signed into app. Supplied customer support number leads to indeterminant hold time. Weird hold music interrupted every 30 seconds with voice telling me to solve my problem by signing into app or an advertisement for more products.

  Business Response

  Date: 10/04/2024

  Hello Stephen,
  
  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:10/02/2024

  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.

  Paid in full for equipment and 1 year plan, service GREATLY reduced making the purchase AND subscriptions value essentially WORTHLESS by removing features and blatantly lying about "New Features" that already existed, and are not of an equal value to those initially sold to condumers.

  Business Response

  Date: 10/04/2024

  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: 10/04/2024

   
  Complaint: 22371502
  
  I am rejecting this response because:
  It is a bull/horse/chickenshit canned response, and a downright lie on top of that from RING.
  This is a blatant bait and switch by RING, and I am filing a claim with the *** (for general fraud) and *** (for the loss of paid cellular network connectivity). 

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

  Business Response

  Date: 10/28/2024

  Hello *****, 

  Thank you for providing the additional information. I understand the importance of understanding 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: 22371502
  
  I am rejecting this response because:
  It isn't a resolution, it is just the business trying to "smooth things over" after stealing from it's customers using bait and switch tactics.
  I trust RING even less now than EVER... It is insulting the amount of arrogance this company has.. 
  

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

  Business Response

  Date: 12/24/2024

  Hello *****, 

  Thank you for your feedback. It does look like you currently were working with our Executive Resolution Specialist Team to provide feedback regarding the recent Home Plan Changes. If you have any further questions or concerns regarding your Ring Home Plan and the recent changes, please partner with our customer support team at **************.

  Kind Regards, 

  The Ring Team

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22371502
  
  I am rejecting this response because: It is a lie, I am not "working with" anyone on this. I have stated the problem repeatedly, and only received canned responses.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 01/14/2025

  Hello *****, 
  
  Thank you for the information. I do see that a member of our Executive Resolution Specialist team attempted to reached out to you on 10/28/2024 via a phone call. From there, the communication has been via email. If you have any further questions regarding the price changes to the Ring Home Plans, please contact our support team at **************.

  Please see the following link for our Terms of Service: ****************************************

  
  Kind Regards,
  
  The Ring Team 

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22371502
  
  I am rejecting this response because:
  The issue is still not resolved, the policy change still has a negative affect on users who purchased these products based on advertised features and services.
  Sincerely,
  
  ***** *******

  Business Response

  Date: 02/10/2025

  Hello *****, 

  Thank you for your feedback on the price changes to the RIng Home Plan. At this time, you can find the plan that best fits your personal needs at ****************************************. Your feedback has been noted in regard to the plan changes. Any other questions feel free to reach out to the Executive Resolution Specialist working with you as they are the highest level of support for our customers. Any other questions regarding your Ring account, please contact our dedicated customer support line at **************. 

  Kind Regards, 

  The Ring Team 

• Initial Complaint

  Date:09/30/2024

  Type:Customer Service 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 not owned a Ring device since 2019 under my account. I was not aware that Ring would continue to bill me after removing the device. I want to be refunded from *********.

  Business Response

  Date: 10/01/2024

  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: 10/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Does that mean that I am going to be refunded for the years I was charged?
  
  Sincerely,
  
  ******* ******** De La *****