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:09/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been waiting over two months for two replacements Ring Pro cameras with fluid lights. I have spoken with customer service over three times and I keep getting the run around and was told that they dont have replacements in stock and if it takes two years to get a replacement then that is when it will be sent. In the meantime I have not security on the exterior of my home.

  Business Response

  Date: 09/13/2024

  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: 09/23/2024

   
  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. **** has gone above and beyond to get this issue solved. I received two new cameras and I have my security and peace of mind back!! **** expedited getting me two cameras. **** kept his word and my cameras showed up!! **** thank you for your help and time!  I am a happy Ring camper!!! Thank you!!!
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:09/11/2024

  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.

  I purchased a ring wireless cameras pro and solar panel. The panel is not charging the camera. I have been working with customer service. They have sent me replacement cameras and solar panels and the problem persists. I was told engineering was working on it but have not gotten a more recent update. I returned all the additional equipment and now I am receiving emails stating I need to return equipment or I will be billed. I returned 2 cameras and 2 solar panels in 1 box. I was instructed to place 1 label on the outside and the others on the inside with the equipment which I did. I would like to get get both these matters cleared up quickly please. Any assistance is greatly appreciated.

  Business Response

  Date: 09/12/2024

  Hello ********, 
  
  Thank you for bringing this to our attention. We strive to provide our neighbors with a seamless ordering process. I would like to look into this further. Could you provide us with the email address associated to the Ring owner account? 
  
  Kind Regards, 

  The Ring Team 

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22269763
  
  I am rejecting this response because: I have been working with **** to resolve concern. He is currently in the process of sending a new camera and a new solar panel. This will be the 4th camera and 3rd solar panel. Hopefully the issue is resolved and they both show and stay connected after installation. If not we will need to figure out a way to make the devices I was sold by ********************** work together as promised when purchased. **** has advised my complaint will not be closed and he will continue to work with me to resolve. The email address associated is *****************************.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 10/01/2024

  Hello ********, 
  
  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 

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22269763
  
  I am rejecting this response because:

  Hello, 

  Yes, I am currently working with **** and we have no a resolution yet however he is trying. I do not want to accept a response or resolution which will close my concern until my issue has been resolved. This has been going on for far too many months. Hopefully the devices that I purchased the company can get to work as advertised soon. I purchased the products for home security and peace of mind for my family and currently that has not happened. 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:09/10/2024

  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.

  For some time now my ring cameras have being getting defective. It is nothing that I have done. These cameras are made for the outdoors. They all have been getting discolored in the sense that they all look pink when viewing or recording. I have contacted RING for technical support. They stated that only 1 out of my 4 cameras defective with the same issue is under warranty. Obviously this is something that is product related for all of them to have the same issue. So they told me I could get new cameras with a discount. These cameras are pretty pricey. Even with a discount I am looking at close to 1k dollars or more to replace. That's absurd. Also who is to say that if I get new ones that they wont go bad again in the near future. I would definitely like these cameras replaced without incurring a cost to me. RING should definitely stand behind their product.

  Business Response

  Date: 09/11/2024

  Hello Daved,
  
  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: 09/11/2024

   
  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,
  
  ***** De La ****

• Initial Complaint

  Date:09/10/2024

  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.

  Ring is being very unfair. I have a spotlight camera mounted high on my house. For years the picture has been pink - a known issue with this camera. Because of the location and calling in and being told I have to access the camera, I let it go. About a year ago, I called in and got a ladder and went through the steps with customer service, after going through all the steps, the issue cleared for a day. Then back to the pink. I let it go and have been living with it...but now at night another known issue - the lights flicker - so bad it can set off an epilepsy attack.. Since 2018, I have paid for the premium service which warranties all the products - so if they become defective or damaged, they are ***laced. I have had this service every year since i purchased the cameras. Because my credit card got stolen, and they tried to make a payment back in 2019 or 2020, it failed (it is paid 1 time per year)....once i was notified I immediately paid the service so there was no interruption. It seems I didnt save the new credit card, because according to the customer service *** today, it happened again the next year, so thats when i immediately paid and saved the new credit card. The bottom line is I have had continuous service since new in 2018. They are trying to use that issue not to ***lace the camera stating I have no extended warranty - its dishonest and unethical - and shows no integrity by the company - please help!

  Business Response

  Date: 09/12/2024

  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: 09/12/2024

   
  Complaint: 22265344
  
  I am rejecting this response because: there is no action it was just an acknowledgment of the issue - thank you for that waiting to see if they conduct themselves with integrity. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 09/26/2024

  Hello *******, 
  
  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 

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22265344
  
  I am rejecting this response because:

  Ring did send me a replacement unit, and i am grateful for that, however, based on the spirit of the contract, that was thier obligation. The main issue now is that they are saying that my warranty contract is not in effect anymore because my credit card number was stolen 4 years ago and when they tried to run it it was declined, the moment I knew i provided a new credit card..this is not fair and unethical.

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

  Business Response

  Date: 10/16/2024

  Hello *******, 
  

  Thank you for providing the additional information. We understand how important it is to understand the status of your warranty. 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.

  For more information on Ring Warranty and Term of Service, please visit the following links:

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

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

  Kind Regards, 
  
  The Ring Team 

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22265344
  
  I am rejecting this response because: There answer is why I escalated this topic.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:09/08/2024

  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.

  I called twice in regards to upgrading my email and mine you this is in the middle of vandalism crime he called me an idiot and disconnected the child waiting for a supervisor. I called 11:40pm Florida time which was 11:40am their time this isnt customer service I want corporate to contact me and I wanted to see what *** this is comphendstion and also would like a refund on my ring devices imagine if this was life threatening.. says name is **** do I believe it. Philippine ***s are horrible.

  Business Response

  Date: 09/09/2024

  Hello ******,

  Thank you for bringing these concerns to our attention. We would like to ensure that we have an understanding of your recent experience with Ring. Can you please confirm the email address associated with your Ring account so we can see how to best partner with you on your needs?

  Regards,

  The Ring Team

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a ring doorbell for about 2 years now, and the front glass is cracking and I can barely see throug the camera anymore, i spent alot of monery on this **** I would like a replacement.

  Business Response

  Date: 09/06/2024

  Hello *****, 
  
  Thank you for bringing this matter to our 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 devices, please contact our dedicated support team at *************** so that we can partner with you on resolving your needs.
  
  Kind Regards, 
  
  The Ring Team

• Initial Complaint

  Date:09/05/2024

  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.

  Our family has a Ring camera/light at our door & a Stick Up camera watching the side yard. Until about a month ago these worked most of the time. Both devices now refuse to connect to the internet through either the home wifi, a hotspot, or a Chime. Other devices connected to our home wifi work fine.I have contacted Ring service 3 times. The first time, after trying everything I had already done, the service tech put me on hold & came back to tell me that perhaps a Chime would solve our issues, and kindly dispatched one for free (Thank you!). The Chime did not solve our issues, as neither device connects to the internet. A second call was made to service, we repeated everything I had already tried, with the same results. The tech put me on hold, and came back to tell me that I would receive an email from a higher level of tech support.After not receiving an email after 4 days, I called again & asked to have my support call escalated & resolved. I was once again put on hold, and after a bit was told that this is a wide spread issue (not just our devices), and the staff in the back were working on it & at some unknown time maybe it would be fixed. No email or acknowledgement of the issue was forthcoming.I have wasted many hours on this. How can I escalate this problem? What does it take to receive any update that yes, the problem is not isolated, and some kind of estimate as to resolution date?

  Business Response

  Date: 09/06/2024

  Hello ******,
  
  Thank you for bringing this to our immediate attention. We are committed to ensuring that you have a reliable security solution to help protect your home. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 
  The Ring Team

• Initial Complaint

  Date:08/30/2024

  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.

  Cancelled service as my house was sold a year ago and ring continues to charge us a monthly fee. They refuse to speak to us, tell us our email is incorrect and cant find an account. We dont have one but they told us on the phone we were lying and they arent charging us, year its been coming out of our account for a year

  Business Response

  Date: 08/30/2024

  Hello ****, 

  Thank you for bringing this matter to our attention. We strive to provide our neighbors with a seamless cancelation process. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 

  
  The Ring Team

• Initial Complaint

  Date:08/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 27, 2024 we replaced our ring doorbell pro with a new one because of blurriness. The replacement which we purchased did not work. We called Ring and requested a new one. After a couple weeks and many phone calls to the company , we finally received the replacement. This replacement did not work ,which we found out was a refurbished one through conversations with Ring employees. Ring only replaces faulty devices with refurbished ones. After more phone conversations , we were finally promised on Aug 22, 2024 that we would be receiving a brand new device and they would overnight it. It is now Aug 30, 2024 and we still have not received anything. We just got off the phone with Ring and was told we have to wait another 2-4 weeks for delivery. They do not have any in their warehouse. They are out of stock.

  Business Response

  Date: 08/30/2024

  Hello *******,
  
  Thank you for bringing this to our attention. We strive to provide our neighbors with a seamless replacement process, as we recognize the importance of investing in your home security. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 
  The Ring Team

• Initial Complaint

  Date:08/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased more cameras for a total of 10 on my home. The most recent camera I purchased is a Ring Cam *** and I also additional purchased the solar panel charger. After connecting everything it showed the solar panel was charging for about 2 hours then has stopped. I have purchased another battery for extra protection so there are 2 in there. I have been in constant contact with Ring for over 2 months and still do not have a resolution. They have sent me a replacement solar panel and replaced the cameras 3 times now which gave the same results. I have been told this has been escalated up to their engineering department but who knows. I have received emails advising me to call them and that my account has been notated with their troubleshooting steps. The **** attempt to assist me but are unable to provide any real results. One of cameras I own is the same as my most recent with the solar panel and works just fine but is older. It would have to be a firmware update or something that caused this. I spoke to a representative last week who was actually the most helpful. He advised there is a known issue with this as of January 2023. Im curious if there is a known issue how can this be going on so long. This is not the fix but obviously a bigger issue than just myself and now my neighbor. I have knee and back issues and am unable to get to the camera on a ladder. I have to pay someone every time to bring a ladder and install or replace or during troubleshooting just unplug the device and plug it back in. I have now had to call and have him to my home 10 times. This is getting very expensive on top of what I paid for the equipment and my yearly fees. As this issue goes on both batteries in the camera are getting lower which means I will need to call him again to take the batteries out so I can charge them for 7 hours and then put them back in. That was the whole reason for buying 2 batteries and a solar panel so I never need to go up there.

  Business Response

  Date: 08/30/2024

  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