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:04/27/2025

  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.

  On 4/12/2025 I called into customer service regarding my ********************** floodlight cameras and the three floodlights coming on during random times during the day and not shutting off on their own. I was told by the customer service *** from ********************** that I would hear back from the company within ***** hours. I received an email the next day, 4/13/2025 and when I called in I was told that they needed additional information for my complaint. On my own, I called to follow-up on 4/16, 4/17, 4/18, and 4/24/2025 advising the company that the problem is persisting and I never received any follow-up communication from the company. Each time I called, I was told that my issue was being escalated and that I would hear back from someone within ***** hours. The last call into customer support, I was told that they have no timeline on when my issue can be expected to be resolved. After 2 weeks have passed I went from a ***** hour response window to no expected timeframe at all. Without providing a timeline to the customer on when they can expect the issue to be resolved, this issue can remain unresolved for an unspecified period of time. If the company is unable to resolve this problem since I first identified it on 4/12/2025 the only remedy left at this point is to provide three ***lacement devices for my "garage", "side" and "rear porch' floodlight cameras.

  Business Response

  Date: 04/30/2025

  Hello Halim,
  
  Thank you for bringing this matter to our attention. We strive to provide our neighbors with top-notch support to ensure they can get the most out of their experience with Ring. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 
  The Ring Team

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23255991
  
  I am rejecting this response because:  The response from the company is not acceptable.  It does not offer a resolution or time frame in which the resolution can be anticipated.  At best, this response offers another person to explain that they have no timeline to provide on the resolution otherwise they would have provided such a timeline in this reply - or accepted my request to have replacement equipment shipped out to me.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 05/01/2025

  Hello *****, 

  Thank you for the feedback. A member of our Executive Resolution Specialist team has been in recent contact with you. They will continue to be the point of contact to address your concerns. If you need further assistance please respond to any of their emails, and they will get back to you. 

  Kind Regards, 

  The Ring Team 

  Customer Answer

  Date: 05/01/2025

   
  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:04/26/2025

  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.

  My ring floodlight camera pro stopped working. I contacted Ring on March 17. I was told that it would be shipped out and I would receive it within a few days. I contacted him again. They assured me it would be shipped out April 7 -April 12. Upon not receiving it, I called back and then I was told it would ship out and I would receive an email on April 23. never received an email on April 23 like I was assured so I contacted Ring again on April 24 asked for a manager I was transferred to ****** the manager, and he then told me that they do not have any in stock and they do not know when I will be receiving it. I paid my yearly subscription and this is unacceptable as this is my home security!!I would just like my ring for light Pro shipped to me!

  Business Response

  Date: 04/30/2025

  Hello *****,
  
  Thank you for bringing this to our attention. We strive to provide our neighbors with a seamless ordering 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:04/24/2025

  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.

  My elderly parents had Ring cameras in their home. They moved into long term care and the Ring cameras were no longer used, but were still part of a subscription. On November 5, 2024, I received an email stating that the cameras had been offline for a while and the subscription would not be renewed automatically in January if no action was taken. No action was taken, but we were still billed in January contrary to the email. After many phone calls and hours on the phone, we finally received our refund, but they were not very helpful. Ring didnt seem concerned at all about charging the account despite what the email stated, but it seems fraudulent to me. I would like an explanation of why the account was charged after receiving an email explicitly stating it would not be charged.

  Business Response

  Date: 04/29/2025

  Hello ******,
  
  Thank you for bringing this matter to our attention. We strive to provide our neighbors with top-notch support to ensure they can get the most out of their experience with Ring. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 
  The Ring Team

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23246884
  
  I am rejecting this response because:

  Being told I will be contacted does not answer my original concern about why I was charged after receiving an email from Ring saying I would not be charged. In my first call to Ring questioning the charge, I was told I would be sent a check to resolve their error, but that didnt happen. The mistaken charge was resolved after a second phone call and over an hour on the phone.  I still dont have an explanation about why I was charged at all. I dont want to close the compliant because based on my experience, Ring doesnt follow through with what they say they will do.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 05/05/2025

  Hello ******, 

  Thank you for the information. Due to privacy and security, we can't discuss account details on a public platform. I see you are already working with a member of the Executive Resolution Specialist team. If you have further questions about account details, please respond to their email thread and they will get back to you. 

  Kind Regards, 

  The Ring Team 

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23246884
  
  I am rejecting this response because:

  I spoke to **** from Ring and was told he could not give me any information about why my mothers account was charged because of security reasons. I explained that I was my mothers power of attorney when her account was set up, with my email as the contact for the account. I am also the executor of her estate. He suggested that there was a reason the account was charged, but when I implored him to tell me the reason he would not give me any information. He sent me a copy of the terms, which according to him would explain why he couldnt give me information. I read the terms but didnt see anything relevant, but because I may have missed something I replied to the email and asked for the specific section of the terms that addressed the issue. I only received a second copy of the terms with no guidance about where the information was located. The day after our phone call **** emailed asking for a screenshot of the email showing the date it was received and sent a separate email with a link to upload it. I sent the screenshot but have had no further response. I still dont know why the account was charged and was told I cannot know the reason it was charged. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/23/2025

  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 had ring doorbell at my previous home. When we sold the house, I deactivated the device for the new owners and thought I had cancelled the subscription in July or August of **********, April 23, 2025 I saw a $4.99 charge from ring on my checking account so I immediately went on to their website to cancel. After doing so I sought refund for the unused months where there was no device attached to the account. Only a prorated refund for the month of April 2025 was provided.The account should have been appropriately cancelled, or at least paused, with the removal of the device and I should have not been charged. I am seeking restitution as a service was paid for that was not received. Even a credit for future subscription would have been acceptable.

  Business Response

  Date: 04/29/2025

  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:04/23/2025

  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.

  I began using the Ring app with interior camera in early march. On March 13 i came home and realized that there had been an intruder in my home. The only entrance is the front door toward where the camera was recording. There are about 3 hours from 2 to 5 pm that are missing. I was subscribing to the additional virtual security as well. I contacted them immediately on the 13th. They informed me that there was "movement' in front of the camera five times during the three hours that I was out of the house. They would not help me access the video from that timeframe. I also contacted them on April 20 but again they would not access the video from that period of time. It is of major importance to me that I be able to see that video and identify who was in my home. I implored the Ring account executives to help me obtain that video to no avail.

  Business Response

  Date: 04/29/2025

  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:04/23/2025

  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 bought a RING battery powered doorbell/video camera 2 years ago after my then husband was arrested for domestic violence; the battery runs down in 3 days. A few months ago, I bought the device that was supposed to be "wireless." Two customer service agents told me it would work; it didn't. It took over a month to get a refund. After I bought the doorbell cam, I've added 5 RING camera solar-powered units. ALL the cameras have been off-line since mid-December 2024 when a very sick person in a mental institution hacked my home WiFi system, my internet and turned off all my video cameras. I have spent hours on the phone with RING agents to get them back online; no one can make them work. The issue has been turned over to their Security team TWICE; each time, I've gotten an email saying it's "not a security issue." I am terrified. I have the Premium Plus plan and no one at RING has been able to get the cameras back online; the guy is still at large. He could come back here at any time and there won't be a recording. I keep getting told how sorry they are this is happening, but no one offers a solution. The police check in on me frequently, but they can't be here 24/7. RING doesn't care, but at least they keep saying they "are sorry this is happening to me." I kept asking if they can send a technician to fix the issue, even the computer tech guy who got my PC unhacked couldn't get the RING cameras to work --- all I hear from them is "No, we don't have anyone who can do that; I'm sorry." Does the guy have to kill me before RING cares? I'm 75 years old; I've paid a lot of money for the cameras, for the installation and for the Premium plus subscription and yet I have to live in fear that the guy is going to come back. I want my peace of mind back and my money. Since I suffered a nervous breakdown after the guy started hacking me, it will take a while to find peace of mind again. I'll settle for money. They can keep their "I'm sorrys."

  Business Response

  Date: 04/29/2025

  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: 04/29/2025

   
  Complaint: 23239595
  
  I am rejecting this response because it is hard for me to believe that anyone at RING is really going to help get all the cameras back online.  *************** ******** ****** called me on Friday, April 25, 2025 to make sure I am okay. We spoke for over 20 minutes; he and six officers at ************************** know that I haven't had working RING security cameras for many months and that I am in danger. ******** ****** kept reminding me that they will be here as fast as they can if I call 911, but we both know that it might be too late before they get here. My abuser who hacked my cameras has been described by medical professionals as "crazy" and "schizophrenic" but he won't be arrested until I file an Elder Abuse case against him and it gets presented to the Alameda County District Attorney. Every professional I have spoken to about this agree that I am in danger on all levels, physical, mental and emotional.

  I promised Sgt. ****** that I will file the case no later than today; I have until 2:00 pm to get to the courthouse.  I am scared but maybe once he's arrested and his Iphone, Apple watch and ************* are taken away from him ... maybe then I'll be safe. 

  RING personnel have turned the problem over to their Security Team TWICE already; I have no assurance that whoever is working on the dire safety issue is going to do anything to get all these expensive cameras back online. My neighbors, friends and of course my family are praying for me.  I'm 75 years old and I'm doing my best to feel safe again.  RING hasn't helped so far and their inaction has contributed to my many emotional breakdowns and my admission into the Emergency Room at ******************** on January 7, 2025. 

  It remains to be seen if they are going to work out a solution that will be satisfactory.

  The two scenarios are they get ALL six cameras online OR they give me my money back for 5 solar powered cameras and the solar panels I bought to power them as well as give me my money back for the RING doorbell camera and the 3 battery packs I had to buy to keep it working since it stopped working every 3 days.  One of their agents one week ago told me I won't get my money back; that is unfair and isn't acceptable. I'm a disabled senior on a very limited budget that barely covers my basic needs. I'm on food stamps and I get food from a free food bank.

  I have purchased two ***** security cameras with lithium batteries online but I can't afford to have anyone install them.

  Until I hear back from RING, I will remain alone and afraid; I wouldn't wish this on their mothers or grandmothers because I am sick with fear, I can't eat and I can't sleep.

  I hope that RING cares enough to respond quickly.

  Sincerely,
  
  ***** Xyz

  Business Response

  Date: 05/01/2025

  Hello *****, 

  Thank you for the information. I see that a member of our Executive Resolution Specialist team has reached out to you and you were unable to talk and an appointment has been made to call you on Friday. If you have any other concern please respond to the email sent to you, and they will be able to further assist you. 

  Kind Regards, 

  The Ring Team 

• Initial Complaint

  Date:04/21/2025

  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'm so sick and tired of wasting hours and hours and hours with your tech support. Your systems break all the time and nobody can fix them. I wasted 5 or 6 hours a couple weeks ago and now it's broken again and after an hour and a half on the phone nobody could figure anything out. You passed me to arrow arrow wanted to pass me back to you but said your office is closed. I shouldn't have to be dealing with any of this. It's ridiculous that your stuff doesn't work and nobody can fix it.

  Business Response

  Date: 04/29/2025

  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

  Business Response

  Date: 04/29/2025

  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:04/20/2025

  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.

  Shopped for a ring camera system for my home. Ring mentioned free installation through ******. Scheduled an appointment with ****** for a consultation. Was not told that if we went with the recommended equipment after the consultation that ****** would charge us the full retail price (rather than the current discounted prices) for the items plus an installation fee. Additionally, though the website noted technicians often are able to do the installation after the consultation, we were told that was not the case. Naturally, we declined and are out of the $***** consultation fee.Not only was it not free installation, but we would be charged for installation for each individual item. The prices quoted for each item by the technician were significantly higher than the prices listed on the website, ranging anywhere from fifty to sixty dollars more on top of the individual installation fees mentioned prior. When we asked the technician about the price discrepancy, he told us that we should contact Ring. Declining the quote resulted in us losing out on the ***** consultation fee we paid. When we contacted Ring on the matter, they informed us that we would have to order all of the equipment at the sale price on their website and then reach out to ****** for installation services afterwards. None of this is mentioned on their website. How can we trust the same company that misquoted us on all of the prices of the equipment to now come back and give us free installation with a code provided to us by Ring? Deceptive practices to say the least.

  Business Response

  Date: 04/23/2025

  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:04/20/2025

  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 recently switched my subscription plan from basic to standard and was charged sales tax on the subscription. I do not believe a Ring subscription is taxable in **. I have never before been charged tax on a Ring subscription or on any other similar service (e.g., internet, utilities).From VA Code Section 58.1-609.5: The tax imposed by this chapter or pursuant to the authority granted in ******** or ******** shall not apply to the following: ************************ or personal service transactions which involve sales as inconsequential elements for which no separate charges are made; services rendered by repairmen for which a separate charge is made; and services not involving an exchange of tangible personal property which provide access to or use of the Internet and any other related electronic communication service, including software, data, content and other information services delivered electronically via the Internet.I have tried to contact Ring customer support via chat and phone and have been told I need to provide a tax exemption certificate. No such certificate exists! This is stated explicitly on the VA Department of Taxation website. I also sent an email to ******************************* on March 31 (3 weeks ago) that explained the situation and cited the applicable VA tax laws. I have not yet received a response. I would like the tax I was charged to be refunded. Im also concerned that Ring may be unlawfully charging VA sales tax. A class action lawsuit was recently filed against ******* for essentially the same thing, also in **.

  Business Response

  Date: 04/23/2025

  Hello ******,
  
  Thank you for bringing this matter to our attention. We strive to provide our neighbors with top-notch support to ensure they can get the most out of their experience with Ring. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 
  The Ring Team

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23227474
  
  I am rejecting this response because:

  Ring stated that the standard and premium plans are taxable without providing a basis for this assessment and then suggested I contact my local government with any questions. I already have contacted the ** department of taxation and they agreed that this service / plan should not be taxable because it involves no tangible exchange of goods. I will be pursing legal action.

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

• Initial Complaint

  Date:04/17/2025

  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 used to be one of Rings biggest fans. No more.I think that Ring LLC is engaging in an unfair and deceptive subscription practice involving negative option billing and unilateral plan upgrades. Key Facts and Issues: Since in or around 2021, I have continuously paid $10 per month for the self-monitoring Ring Standard Plan.Amid weekly promotional emails, Ring sent a message from the same email address it uses for general marketing, making the notice indistinguishable from advertising that unilaterally "upgraded" to Ring Protect Pro at $19.99 per month, unless I logged in and opted out. Because the notice was buried, I missed the opt-out window and was billed $19.99 on my next statement. No prior consent was obtained. In fact, I had already previously declined the professional protection features in 2021 due to concerns about the emergency dispatch feature, which can result in costly false alarm fines to residents in ******************. The Ring *** implied that the upgrade and charges were justified because I didn't opt-out, even though I NEVER requested an upgrade and in fact, had DECLINED the upgrade features in the past. This does not appear to be an isolated incidentthese unilateral upgrades are likely impacting many other unsuspecting customers as ********** Concerns: Unfair or Deceptive Act (5 FTC Act); Restore Online Shoppers Confidence Act (ROSCA), 15 U.S.C. 8403 failure to obtain express informed consent for a negative option charge; FTC Negative Option / Click to Cancel Rule (16 C.F.R. 425, eff. 2024); California Automatic Renewal Law (Bus. & Prof. **** ***** et seq.); California Consumer Legal Remedies Act (Civ. **** 1770(a)(5), (14)) and Unfair Competition Law (*****).

  Business Response

  Date: 04/23/2025

  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