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:01/05/2024

  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.

  Hi, Many members of my family use ring so I purchased ring product with order id ***********. I received entirely wrong product (MAc id of wrong product - 649A63095BEB). I ordered plug-in but received wired plus. I do not have junction box so this is useless and also the customer service representative told me to live with it since the actual item I ordered is back ordered. Are you kidding me? (I have this recorded). I paid extra $$ for plug in model. His name is ***, he later said, he cannot help and dropped the call. I wrote to ring on ******** and they want me to fill a form and non-sense. Other chat agent is now telling me, I received right product (representative name is ***************). Seems like a chaotic company. It's a lot of hassle for me now to deal with. I am also attaching images here so anyone else, please save your time and go order blink or other things. My neighbors had similar experience with Ring. I totally regret buying this products

  Business Response

  Date: 01/09/2024

  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:01/03/2024

  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.

   
  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,
  
  *****************

  Business Response

  Date: 01/05/2024

  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:01/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First and foremost, people get cameras for security reasons, and not for most of the trivial and mundane issues that are given permission to be posted.Ring cameras have what is called a "Neighbors Feed" were other Ring owners can post certain issues to the local community of Ring owners. When someone makes a post, it has to be reviewed by, what I call, the "posting police", before your issue is allowed to be posted. Once posted, you receive an alert to see what has been posted.Case in point: I believe the ring camera as a serious flaw with regard to identifying whether an action caught on camera is identifyed as a person, or just a motion. I tried to post this issue to the local neighbors community twice, and was shot down both times by the "posting police" because my post doesn't fit their posting rules.The reason this is a problem is because if movement caught on camera is just identifyed as motion, you don't get notifyed. But, you do get notification if movement is identifyed as a person.Example: Recently, a neighbor posted a video of a pickup truck stopping in front of their house at night. A person got out of that vehicle and ran up to their house to check vehciels for unlocked doors, then ran to neighboring houses to do the same before going back to their truck and driving away. Problem- that whole incident is identified as motion, but should have been identifyed as person so that ring owner would get notification.I've experienced this flaw and wanted to see if the neighbor community has experienced the same thing, but my post was shot down twice. Yet they allow rediculous postings like; there is a strange dog or cat in my yard, or why is the nelicopter flying overhead, or, did anyone lose power, or, I don't have any hot water, or, why are the police at this location. The list of rediculous postings is absurd. Yet, my post, which is important, is refused with no way to contact anyone to make a complaint, or resolve the problem.This is a problem.

  Business Response

  Date: 01/04/2024

  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. 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:01/01/2024

  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.

   
  Complaint: 21082618
  
  I am rejecting this response because: I have a report from the police that is requesting these records and they confirmed that it could be restored due to this reason. I will continue to share my experience across social media until this is resolved. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/02/2024

  Hello ******, 
  
  Thank you for bringing this to our attention. At Ring, we value your security and your privacy. For this reason, you have complete control over deleting your videos. Once you've deleted your events, you cannot reverse the process, and they can't be recovered. It is highly recommended to download any very important videos right away, so that they are not lost. Check out our Help Center article about deleting videos in the Ring app for more tips at the following link. **********************************************************************************************************************
  
  Kind Regards, 
  
  The Ring Team

  Business Response

  Date: 01/31/2024

  Hello ******,

  Thank you for providing additional information. While we certainly understand the importance of retrieving deleted video footage for the purpose you've mentioned, once recorded content is deleted from the Ring account, it is removed from our servers and is no longer recoverable for any reason. For any video footage that you wish to keep long term, we always recommend downloading a copy of any important footage to your personal device so that you can access ************. Please feel free to check out this link for helpful information on downloading and sharing your Ring videos: **************************************************************************************************************************************.

  Regards,

  The Ring Team

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21082618
  
  I am rejecting this response because: this isnt true. The police department confirmed that this info came be provided to me.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/31/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21074024
  
  I am rejecting this response because the company asked for additional information and there was no other way to respond.

  The information requested is a follows:

  Original Account:   ****************************

  New Account for products to be transferred to:  ********************

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

  to budge stating they must stick to their policy, and refused to escalate to someone who can help me. They even refused to provide an email address that I could send the death certificate and explanation as to why I couldn't provide the other documents without authenticating the account (which is the whole issue in the first place). It's been hard enough going through the death of a loved one, and now this company has been extremely unprofessional and unhelpful in helping resolve the issue. I'm not even sure if the montly / annual fee (which would ***** always been paid by my dad) is still being charged. I can't possibly be the only customer that has had a death in the family that has had this issue.

  Business Response

  Date: 01/02/2024

  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 further into your concern. Could you please respond back with the email address associated to the owner's account? 
  
  Kind Regards, 
  
  The Ring Team 

  Business Response

  Date: 01/31/2024

  Hello *******, 
  
  Thank you for providing me with the additional 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 currently working with you.
  
  Kind Regards, 

  Customer Answer

  Date: 02/05/2024

   
  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:12/28/2023

  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.

   
  Complaint: 21064582
  
  I am rejecting this response because:

  I did not see another option to respond to the message. The email address is ********************** The original order number is 001-5729335. The reference ID for the "exchange" is plc1582-e3e8.

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

  Business Response

  Date: 12/28/2023

  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 would like to look into this further. Can you please provide me with the email used for your Ring account, located in the Ring app? 
  
  Regards,
  
  The Ring Team

  Business Response

  Date: 01/31/2024

  Hello *******, 

  Thank you for providing the additional information. 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:12/26/2023

  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 talk to supervisor July 18 2022 because they could charge my Credit Card and no email from ring also. She agreed to reinstate my ring protection plan and replace unit in my backyard in 2022 and reinstate all other ring protection left and right side camera and front door. Today Dec 26 2023 call tech support about my left side camera malfunctioning and need replacement. They said warranty expire but my protection plan has no use. This is incorrect that in 2022 supervisor reinstate all my ring protection plan and why I paid for such a plan if my device is not protected.

  Business Response

  Date: 12/27/2023

  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:12/24/2023

  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 bought four Ring cameras and installed them. They will not work, unless I install the Ring app on my phone, so I installed the app. During app setup, it states that I must verify my email, by clicking on the link in the email that Ring will send. The email never arrives. I requested that it be resent, more than 50 times. I used alternative emails, it's not in my spam, not in my trash. and not blocked. I then spent 11 hours trying to get it to work. I chatted with Ring support and spent hours on the phone with them. They're clueless as to how their own product works, and their support staff is not qualified to support the product. I did a ****** search, and hundreds of Ring customer have the exact same issue, and it's even listed on Rings website community forum, as a known issue, but with no solution other than to call support.

  Business Response

  Date: 12/26/2023

  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:12/20/2023

  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.

   
  Complaint: 21035256
  
  I am not rejecting this reply. *************** to Ring's request for my email address.

  It is **********************
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/20/2023

  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 would like to look into this further. Could you please provide the email used for your Ring account. 
  
  Kind Regards, 
  
  The Ring Team 

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21035256
  
  I am rejecting this response because:

  There was nothing new posted in Ring's 2/2/2024 reply here on BBB. It said I had a message with an official response from Ring, but it was the same message I got before my call with them on 1/9/24.

  We are not happy with Ring's response. On 1/9/24, I spoke to ******, a higher-level CSR, who told me that he couldn't find me in the system, and that there was nothing he could do to help us. So per our original complaint, Ring didn't honor their stated Internet ad to provide a free sign with our order. The three CSRs I spoke to wouldn't budge, even after acknowledging we qualified for the offer and they'd promised the sign in their ad (please see screenshot).  On my 1/9/24 call, the high-level CSR assigned to me after submitting our BBB complaint (******), was unapologetic and uninterested in making it right; he was just going through the motions to remove the complaint from the BBB. We will be contacting the ********** Attorney General next.

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

  Business Response

  Date: 01/04/2024

  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

  Business Response

  Date: 03/08/2024

  Hello *****, 

  
  Thank you for the update. It appears that you have been in touch with a member of our Executive Resolution team. After reviewing the interaction, an offer was made to provide the free yard sign as promised. Additionally, assistance was offered to help you recreate your Ring account so we could honor getting your free yard sign to you and assistance in resubmitting your original returned order. If you would like to revisit this offer, please inform us and we will follow up with you.
  
  Kind Regards, 
  
  The Ring Team

• Initial Complaint

  Date:12/19/2023

  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 called twice today. Ring is shutting off my device through my email. Each time I call ring camera goes on. I am refused names and a Ring supv and left holding for hours.

  Business Response

  Date: 12/19/2023

  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