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:09/26/2024

  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 purchased a Ring Spotlight Cam **** with a Solar Panel. The Solar Panel is not working, and I must keep changing the batteries. When I called Ring **************** on August 20, 2024, about the solar panel not working, the representative said I would have to buy a new solar panel. When I told the representative the panel was under warranty, the representative said Ring does not have warranties on their devices. When I told the representative that I had the warranty, he said he would check with his supervisor. I stayed on hold for an hour because the representative said he was talking to his supervisor, and he would be back with me. Finally, the representative said he would call me back the next day. I never received a return call. I believe that the representative is delaying until the one-year warranty ends and Ring will not have to replace the solar panel.

  Business Response

  Date: 09/27/2024

  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: 09/27/2024

   
  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:09/26/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased 2 flood light ring cameras and a doorbell to put up after putting new siding on our home. The flood lights were $234.18 for both on ******. The doorbell was $60.47 including an extended warranty. We at first could not get the flood light to hook up so I called them and after trouble shooting they sent us a new one. Which didn't work either. The doorbell and other flood light would hook up after a bit but would kick on and off. Now it's to the point none of them will connect including the one I had previously. I have called Ring tech service 13 times since the end of July, spending multiple hours on the phone with them. I also had my internet provider come out bc Ring insisted it was the internet. Ring has had me do everything imaginable to attempt to connect these cameras. Change passwords, reset, uninstall install, uninstall app reinstall app, take all special characters from password, sent me a chime unit(which is their wifi extender) that they insisted would solve the problem and the units would hook to it. The chime IS connected to my internet but the cameras will not hook to the internet or the chime. I will note that I have 3 other brand cameras in other areas and all are working perfectly fine connected to my internet. The most recent calls (the last 4) to Ring have them telling me that they've sent it to their "backing team" to further investigate and they would get back to me. I've heard nothing!! I am paying for a service I don't use AND have 4 cameras that will not connect and I cannot return bc it is outside the return window. I am attaching a screen shot of the numerous phone calls showing how many and how many hours I have tried with this company.

  Business Response

  Date: 09/27/2024

  Hello Tina,
  
  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: 09/27/2024

   
  
  Complaint: 22281403
  
  
  
  I am rejecting this response because: I have been reaching out to them since August and last reached out a few days ago because i DID get two cameras to connect. I got the one in our garage and our doorbell connected and needed to add the doorbell to our plan. I asked the gentlemen I was speaking to thru chat if he had any status to the help I'm suppose to be receiving and all he would say is he had no tracking information on the device I explained I didn't know I had a device coming and he responded with that's all the information he has. When I called previous to that on September 10 th I was told the same response as above "it has been turned over to the backing team and someone will contact you". As stated this has been an on going issue since the beginning of August so I am losing faith in a response from this team. To this date the 2 flood light cameras are not working. 
  
  
  
  Sincerely,
  
  
  
  Tina Oakes

  Business Response

  Date: 10/01/2024

  Hello Tina, 

  Thank you for the provided information. It looks like a member of our Executive Resolution Team here at Ring has been trying to reach out to you. Please response to the email sent to you and they reach back out. 

  Kind Regards, 

  The Ring Team

  Customer Answer

  Date: 10/03/2024

   
  
  Complaint: 22281403
  
  
  
  I am rejecting this response because: this is not necessarily a rejection. I have not come to a resolution BUT I did speak with a gentleman from the executive side and he took a bunch of information and is now my point of contact and speaking with the backing team to try to figure out a resolution. 
  
  Hopefully we're headed in the right direction but no resolution yet. 
  
  Sincerely,
  
  
  
  Tina Oakes

• Initial Complaint

  Date:09/26/2024

  Type:Billing 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.

  see Attached document

  Business Response

  Date: 09/26/2024

  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. We would like to look into this further. Could you please provide the email address associated to the owner's Ring account? 
  

  Kind Regards, 
  
  The Ring Team. 

• Initial Complaint

  Date:09/22/2024

  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.

  09/22/24 & prior I have attachments to support my complaint. Have had ************************************* for 3yrs 3 mos now. Attempted to post about recent suspicious activity to neighbors and post was denied. This is not the first time my post was denied & I am wondering if there is an underlying discrimination issue. My posts were informative and simiar to those others have posted of different ethnicity; however, mine were denied(screenshots attached).Also, I have a camera I purchased about 6 mos ago that is malfunctioning. Called Ring and they blamed my internet provider. Internet provider confirmed via ping test my signal is consistent and reaches to end of my driveway. The product is defective! They do not want to accept the fact that their products quality has deterioated.

  Business Response

  Date: 09/23/2024

  Hello ******,

  Thank you for bringing this matter to our attention. The Ring Neighbors app is a great community platform for users to post important notifications about activities in their neighborhood. We strive to ****** an inclusive and welcoming environment where all feel open to participate. We feel that there is value in keeping neighbors in the know, and we are glad that you feel this way too. If you feel a mistake was made on your post being removed, and you would like to appeal your post being taken down. Please respond to the email sent, and the team will get back to you. ,

  
  For more information on the Ring Neighbors app community guidelines, please visit the following link. ******************************************************************************************************************
  
  Kind Regards, 
  
  The Ring Team. 

• Initial Complaint

  Date:09/18/2024

  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 renewed my monthly subscription and instead of charging me $10.82 they charged me $108.82. I them attempted to cancel it and they sent in email stating they will only give me a partial refund with no service!! You keeping part of the $100 you took from my account and I still have no service on my ring

  Business Response

  Date: 09/18/2024

  Hello *****,
  
  Thank you for bringing this to our attention. We understand the importance of receiving your refund when cancelling your Ring Protect Plan. Please contact our dedicated Ring support team at ************** so they can further assist you with your concerns. 
  
  Regards, 

  
  The Ring Team

• Initial Complaint

  Date:09/17/2024

  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.

  Called Ring customer service 9/16 and spoke to ****** and her manager ***** regarding our floodlight ring camera not working 1.5 years after we purchased new from the website which just shortly exceeds their 1 year warranty. Upon online review the exact some issue with our floodlight (can no longer connect to WiFi) has happened to many other customers just shortly past the 1 year warranty marker. In speaking with ****** and *****, both asked if I tried to reconnect to our WiFi and set up a new device. I had informed them that I had done so 7-8 times and only the 2nd time did it reconnect then failed shortly after. Besides this recommendation (which is a recommendation listed in the ring app the trouble shoot) neither provided any other suggestions or resources to my problem. In the end they told me my only option is to purchase a new device and offered a 35% discount (as they offer to all the other customers experiencing the same thing). When asked multiple times, neither associate was able to explain why they felt this error was occurring and had no technical support I could speak to. I am writing to BBB because this suggest to me that they are aware their products are faulty and are aware that when my exact situation occurs, there is no solution hence they do not bother providing any other suggestions or solutions. I believe this type of deceptive behavior to customers just trying to make sure their homes have security is unconscionable and needs to be addressed.

  Business Response

  Date: 09/17/2024

  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 would like to look into this further. Could you please provide the email address associated to the Ring account? 
  
  Kind Regards, 
  
  The Ring Team

  Customer Answer

  Date: 09/29/2024

   
  Complaint: 22297150
  
  I am rejecting this response because:
  
  they requested my email associated with the account rather than attempting to contact me directly to address the issue. I had no option to respond other than accept response and close case or reject. 
  

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

  Customer Answer

  Date: 10/09/2024

  I was asked to provide my email address for an open complaint ID # ******** (****************************************************************************************************************************************). Thanks!

  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

• Initial Complaint

  Date:09/16/2024

  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.

  Ring notifications, across multiple security cameras, all failed to be sent to my cell phone, despite having all the relevant settings already turned on; as a result, vehicle tampering occurred, which could have been prevented, had Ring notified me in real time. Law enforcement has already been notified. (Ring Customer Service/Tech support was quite unable to help with the problem, and, ultimately, blamed the issue on my cell phone provider, rather than owning up to the responsibility for providing the sense of safety that a security company is supposed to promote. What will Ring do, to make it right? Please advise accordingly. Thank you.

  Business Response

  Date: 09/17/2024

  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:09/14/2024

  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 9/6/24 I made a post in Ring Neighbors to ask if anyone else noticed a man sitting in a car over several days. The post was denied. On 9/13 my daughter and I arrive at her home because the ring camera caught the same man trying to avoid detection on her property. When we pulled up he was exiting her back gate & because he was out of shape he couldnt get a way from me before I stopped him. The police had to be called and it was discovered that this man tampered with the lock and vandalized her a/c unit. But because Ring denies posts for Cars driving slowly, circling, or parking off-property for extended periods Assuming someone is a suspect of a crime, my daughter and grandchildren were put at risk. My daughter lives on a cul-de-sac where no one talks to each other or English isnt their first language. Additionally, we now live in an age where people have literally been murdered for ringing a doorbell or entering a driveway so knocking on the neighbors door wasnt the best option. My post couldve reached others on the block who may have seen something and not said anything. Ring got it wrong, REALLY wrong. They have to do better with the nuances of reviewing posts and denying posts when people are asking a legitimate question in an attempt to validate a concern before calling the police.

  Business Response

  Date: 09/16/2024

  Hello Nichole, 

  Thank you for providing this information. I would like to look into this further. Could you please provide the email address associated to the Ring account where the post was taken down from? 

  Kind Regards, 
  
  The Ring Team. 

  Customer Answer

  Date: 09/20/2024

   
  
  Complaint: 22285220
  
  
  
  I am rejecting this response because the business still has a review to complete on their part based on their request that I share my email address: [email protected]. This will allow them to complete their internal review and from there we can move forward.
  
  
  
  Sincerely,
  
  
  
  Nichole Anderson

  Business Response

  Date: 09/26/2024

  Hello Nichole, 
  
  Thank you for bringing this matter to our attention. The Ring Neighbors app is a great community platform for users to post important notifications about activities in their neighborhood. We strive to foster an inclusive and welcoming environment where all feel open to participate. We feel that there is value in keeping neighbors in the know, and we are glad that you feel this way too. If you feel a mistake was made on your post being removed, and you would like to appeal your post being taken down. Please respond to the email sent, and the team will get back to you.
  
  For more information on the Ring Neighbors app community guidelines, please visit the following link. https://ring.com/support/articles/q2p3w/Neighbors-by-Ring-Community-Guidelines
  
  Kind Regards, 
  
  The Ring Team

• Initial Complaint

  Date:09/12/2024

  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.

  On September 12, 2024 Ring installed an update on one of my Ring cameras and messed up the software to the point the device will no longer work.This update also decreased the features that had been included in my fully paid year subscription. I want the services I originally paid for restored. Ring is committing fraud by getting prepaid subscriptions and then decreasing the features to force people into spending more money on a large plan. I am no longer getting what I paid for and I have one device that is broken and an app that is considerably less functional.The mode feature has been removed, and they want me to set schedules to activate and deactivate my camera. No! That is not feasible and not what I paid for.

  Business Response

  Date: 09/13/2024

  Hello Andrea, 

  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: 09/20/2024

  In my complaint I stated that one of my devices was broken from their software update, but I failed to mention that I want my device they broke replaced.

  Business Response

  Date: 09/23/2024

  Hello Andrea, 
  
  Thank you for the provided information. It looks like you recently worked with our Executive Resolution Team here at Ring and worked 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: 10/03/2024

   
  
  Complaint: 22279401
  
  
  
  I am rejecting this response because Ring called to schedule a conference to resolve the issue. They did not show for the appointment, and did not contact me again for at least a day or two. Their equipment has been unreliable and their service is non existent. I will complete my subscription while implementing new equipment and services. Ring has lost my business and trust for life.
  
  
  
  Sincerely,
  
  
  
  Andrea Taylor

• Initial Complaint

  Date:09/12/2024

  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 tried contacting ring because their camera failed to catch 2 incidents within a 24 hour period. I spoke with the women on the phone. I stated I had a *** on my phone. She then stated that was the issue. The ring doorbell failed to catch the package being delivered at 6:12pm. The video alert came through 2 minutes later at 6:14:30. Then when i told her my one and only camera in the house showed not online. She kept making excuse after excuse. First it was the ***. Then it was my internet. I have a $100 internet package and performed a wifi speed test for her and gave her the readings. Then it was my settings for alerts and packages which she seen, and stated were really aet up good. Then when i stated i had a warranty she said you do not. I stated under the ring plis plan it states i have an extended warranty and coverage. Unfortunately that's when i hung up I was as respectful as i could. Ahe called back and tried to offer me a 35% discount. Her reasoning for the lost warranty was they tried to take my payment but since my credit card was reported stolen i received a new one. I paid the same day i seen the email and it updated my ring protect plan.

  Business Response

  Date: 09/13/2024

  Hello William,
  
  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: 09/17/2024

   
  
  Complaint: 22279118
  
  
  
  I am rejecting this response because: Until that team member has resolved my issue I do not wish to close this. Once we agree upon a reasonable outcome which should be the product warrantied then we can close this. Until then i would like to keep it open thanks. I responded to the email someone sent me with a time I am available just waiting on them to respond back with an appointment time since she stated that is how her days are setup by appointment only
  
  
  
  Sincerely,
  
  
  
  William Borner

  Business Response

  Date: 09/26/2024

  Hello William, 
  
  Thank you for the provided information. 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