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:04/17/2025

  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.

  On April 12th I order a ring solar attachment online from the ring store, said I'd get an email confirming shipping within 48 hours, haven't gotten anything. Called ring today April 17th was on the phone for 30 minutes and couldn't get an answer on my order. It took them 30 seconds to take the money out of my bank account and they can answer my question of my order status. I asked for a refund and was told they couldn't.

  Business Response

  Date: 04/23/2025

  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
  
  

  Customer Answer

  Date: 05/05/2025

  Been trying to get ahold of customer service since filing a complaint with BBB the way they do things is not convenient for the work I do and my schedule. I just want my money refunded and I keep getting the run around from Ring. Please help
  

  
  

  Business Response

  Date: 05/06/2025

  Hello *****, 

  Thank you for providing us the extra details. I see that you are working with a member of our Executive Resolution Specialist here at Ring. They are the highest level of support and are the best equipped to handle your concerns. They do work by appointment, and they don't have a direct line to call. We are unable to make any account adjustments for privacy and security reasons without your account being verified. I see that they emailed you offering to work by email only. If that works better for you, please reply to their email giving them a time you are available so they can verify your account with the code that will be sent to you. If you are unable to talk to them or email with them due to your schedule, I would suggest contacting our Customer Support here at ********************** to address your needs at your convenience at **************

  Kind Regards, 

  The Ring Team 

• Initial Complaint

  Date:04/17/2025

  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.

  Ring offer's several ring plans that cover their devices with an extended warranty. I have had there plan for over 6 years paying the monthly payment, but when I had to update my card on file because of new expiration date on the card they did not update it and I missed a payment on the plan. When they contacted me to let me know that the payment did not work for that month I again had them update the new card and continued service. No when I try to use the extended warranty 3 years later they say it was voided because that payment error. There warentee is a scam and they just lost a customer who has had several of these devices for over 6 years.

  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:04/17/2025

  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.

  Im reaching out regarding a recurring issue with my Ring camera device. I originally purchased the camera, and after it randomly stopped working, I contacted your team and was issued a replacement. Unfortunately, the replacement device has now failed in the same manner.When I called customer service about this second failure, the representative mentioned that another customer had experienced the same issue, suggesting this may be a known defect. However, I was told that I would now need to purchase a new device. This doesnt seem fair considering the same issue occurred twice with no fault on my end, and it appears to be a recurring problem with the ************ asking for this to be reconsidered. I would appreciate either a replacement device or another fair resolution without requiring me to pay again for a product that has not performed reliably.Please let me know how we can resolve this matter.

  Business Response

  Date: 04/23/2025

  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

• Initial Complaint

  Date:04/16/2025

  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.

  I purchased a Ring outdoor camera in December 2024, which has a one year warranty. The camera stopped working on April 8, 2025 at which time I called into Ring to claim warranty. They told me the product was out of stock and to call back by the weekend and it would then be in stock and they could process an order for me. When I called back on the weekend, I was told to call back in 1-2 weeks as the product was still out of stock. I told them this was unacceptable for me. They then got a camera shipped out to me. However, the agent listed my address as "PL" Box instead of "PO" Box and shipped it via **** *** will not deliver to PO Boxes.When I chatted with an agent on 04.15.25, he advised me that as soon as the tracking shows a failed delivery, to contact them back and they would re-ship the item as the tracking would show that the failed delivery would be in the process of returning to sender.On 04.16.25, *** tracking shows failed delivery and returning to sender. I chat back in with an agent who now tells me they have to wait for the item to get back to them and only then can they re-ship the item. They are punishing me for their mistake.I've recently had a gun pulled on me and threats to burn my house down and to kill me, so the local police have urged me to ensure that all my cameras are in working order. Ring's negligence is putting me at risk.I am asking Ring to honor their word from their agent to ship out another device ASAP since he said that once the tracking shows a failed shipment they would ship the device then.

  Business Response

  Date: 04/16/2025

  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

• Initial Complaint

  Date:04/15/2025

  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.

  I own several Ring devices and subscribe to a Ring Annual Plan that includes an extended warranty. I recently placed a replacement request under my Ring protect plan and my request was denied. There is clearly a severe language barrier between American customers and their overseas call center. The call center requested pictures which were provided and they are calling the device failure physical damage. Physical damage by legal definition implies that an outside force caused damage to the unit. The unit has a very cheaply made lens made of extremely thin plastic which has curled due to heat. I live in ******* and it is apparent the cheaply made device cannot withstand heat or sunlight over time. This is not the first device this has happened to, and per the internet is an extremely common problem. I have had units replaced for this device heat failure in the past. I am requesting immediate replacement with an exact or equal replacement for the unit failure due to cheaply made materials failing in ******* heat. There are no exceptions or exclusions to the warranty for residents of warm climates excluding warranty replacement, therefore replacement is expected.

  Business Response

  Date: 04/16/2025

  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: 04/19/2025

   
  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. They have contacted me and I have received a replacement device.  All is well now thank you.  
  
  Sincerely,
  
  ***** *******-*******

• Initial Complaint

  Date:04/14/2025

  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.

  In November 2024 I moved into my house in **********I bought 6 (SIX) Ring Spotlight Pro cameras and 6 (SIX) solar panel. A couple of months or so ago, one of the cameras placed next to another one started draining its battery. THe solar panels were connected in the exact same place, pointed in the exact same direction and received ample sunlight.I called ring and after troubleshooting it was determined the solar panel needed to be replaced. I took off the solar panel and called Ring customer service. Provided them with the serial number and all information necessary. I was told the panel would be replaced with a new panel and I would be sent return instructions. I used another panel to power this camera and everything started working fine. I now have 6 cameras and 5 panels. 4 cameras and 4 panels have been installed. I am still waiting on the replacement solar panel to install the remaining two ********** has been over two weeks and I have heard nothing from Ring.

  Business Response

  Date: 04/16/2025

  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: 04/20/2025

   
  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:04/12/2025

  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 have been a customer with ********************** since 2020. When I bought my first door bell camera. When I moved into my new house in May 2021 I bought another ring door bell, a flood light, the security system. And through the years I also bought 3 indoor cameras. I have spent a good amount of money on ring products. When I ordered my big order with the security system I paid and accepted I owed 9.99 a month for services. Today years later. They did not go up a little on their cost they doubled the cost. And the only option is for me to cancel services or accept after being a loyal customer for years with this level of disrespect shown to their customers that gave them their start up. I get things cost money. And I've paid and been paying for years and never complained never talked to customer service. Never any issues and now this. How did yall justify us loyal customers bill going up double when I ordered the systems I paid that cost knowing I'd owe 9.99 and now it own *****? Is this not a scam?

  Business Response

  Date: 04/15/2025

  Hello *****, 

  Thank you for your feedback regarding the changes to Ring Home Plans. Since introducing our subscription plans, we've consistently worked to improve them and provide greater value to our customers. Our recent updates reflect our ongoing investment in our services, and we believe our plans remain among the most competitive in the industry. We'll share your comments with our team as we consider future enhancements to our Ring of Security offerings. For any questions about your Ring account, please don't hesitate to contact our 24/7 support team. Thank you for being a valued Ring customer. You can select your preferred contact method by clicking the following link: *****************************************************

   

  Kind Regards, 

  The Ring Team 

• Initial Complaint

  Date:04/12/2025

  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.

  Ring support is unable to assist my wife with logging into our ring account with her current email address, yet is charging me full price for an account which I have 50% access too.

  Business Response

  Date: 04/16/2025

  Hello Mark,
  
  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:04/11/2025

  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.

  i replaced a malfunctioning device and now an orange box at the bottom of the app told me that i was on a trial (WHICH IM NOT) and says the trial will end in 30 days. So I called ring about it and a man on the phone ASSURED ME the orange box would go away in 30 days. it didn't. Orange box now says "alarm monitoring and premium features from your trial are no longer available. Learn how to get them back." again i was never on a trial. so i called up ring AGAIN, this time on the morning of 4/7/25. The woman had no idea what to do but claimed she was filing a ticket and that ring would get back to me. She didnt give me the ticket number and 5 days later no one has gotten back to me or shown any proof of any ticket filed. Thats 2 employees now who have told me that something will happen and then nothing happens. This clearly is a bug. Why would replacing a malfunctioning device trigger a trial warning? I'm not paying your company money to show me an orange box that tells me i dont have premium features any more. Please fix this. And please train your customer support to fix this instead of telling me it'll get fixed and then nothing happens.

  Business Response

  Date: 04/16/2025

  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: 04/16/2025

   
  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:04/07/2025

  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.

  Annual subscription plan ended 04/07/25. I do not want Ring to auto debit my account as California has completely outlawed auto-debiting of bank accounts. I called to make the payment for my annual subscription plan and was told by customer service that the only way to make the payment was to auto debit the account. I was also told that Ring does not have a billing department nor an agent to speak with. Credit cards have been removed from their system and any delay in renewing our annual subscription is being delayed by them and not us.

  Business Response

  Date: 04/08/2025

  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