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:10/13/2023

  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 cancelled my Ring account a long time ago but I still receive customer e-mails from **********************. As an example, today I received "Two factor e-mail authorization set up". This was a genuine Ring e-mail. The unsubscribe link requires you to login to unsubscribe - without an account I can't do that. Calls and chat with customer services result in, "Sorry. The only method we have is for the subscriber to login." No escalation process beyond first level. Can't save chat discussions with *********** isn't acceptable.Ring has an obligation under CA law to stop this use of personal information. Just because I did have a Ring account years ago doesn't mean I've signed up for eternal spam from them.

  Business Response

  Date: 10/17/2023

  Hello *******, 
  
  Thank you for bringing this to our attention. We strive to provide our neighbors with a seamless Ring account cancelation process. To assist you further, could you please provide us with the email address that was associated to that ring account?
  
  Regards,
  
  The Ring Team

• Initial Complaint

  Date:10/11/2023

  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 have an old account the ********************** that I ****** cancel. They require me to log in to a previously signed in device or provide my license in order to cancel my account. They will not allow me access to my account, but they continue to bill me. I have contacted Ring on several occasions in an atrempt to aceess/ cancel my account and have wasted hours on the phone with no resolution

  Business Response

  Date: 10/14/2023

  Hello ********,
  
  Thank you for bringing this to our attention. We strive to provide our neighbors with a seamless account cancelling process. I will have a member of our Executive Resolutions team reach out to assist you further.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:10/10/2023

  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 want to report an issue that I had with the ring doorbell. My old ring doorbell and floodlight camera malfunctioned. I received the new equipment from ring and had the equipment professionally installed. With the equipment I had a protection plan. On Sept 30, 2023 all my videos had been deleted even though I had a protection plan.

  Business Response

  Date: 10/14/2023

  Hello *****, 
  
  Thank you for bringing this matter to our attention. The Ring Protect Plan is a great way to record and store any activity that is captured by your Ring cameras to be reviewed at your convenience. I understand the importance of being able to access your recorded events on demand. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Kind Regards,
  
  The Ring Team

• Initial Complaint

  Date:10/09/2023

  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 NEED TO LOG ON TO MY RING CAMERAS FROM MY COMPUTER-- TODAY --NOT NEXT WEEK

  Business Response

  Date: 10/09/2023

  Hello ******,

  Thank you for bringing this matter to our attention. We understand the importance of having access to your home security on demand. For assistance with logging into your Ring account, you can reach our dedicated support team over the phone a ***************. Alternatively, you can reach our support team via chat at www.ring.com.

  Regards,

  The Ring Team

• Initial Complaint

  Date:10/06/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is so disgusting. We had a Ring alarm system on our business. The ring alarm went off we didnt get any call. They didnt call any police. But were paying for the service. They indicated to me that on the initial set up I put on self modern. Which I didnt because I talk to him on the phone one while I was setting it up.why would they even have that as an option? Why would a person want to monitor the alarm system to self and pay someone else to do it at the same time? Why is that even an option? Luckily it was only my employee going into my business and not a thief.Why would a person want to monitor the alarm system them self and pay someone else to do it at the same time? Why is that even a option? when I spoke to a manager, he had the audacity to tell me that everything was on the ring.com as if when you buy something youre reading everything online about this item.. with all of these bad reviews I cant understand how this company still in business

  Business Response

  Date: 10/09/2023

  Hello ******,

  Thank you for bringing this matter to our attention. The Ring Alarm system is a great way to monitor the activity around your home or business, and we understand the importance of ensuring that you can get the most out of your home security. The Ring Alarm system does offer a self-monitoring solution for neighbors who prefer this option. When setting up the Ring Alarm initially, the Ring app offers you the option of either self-monitoring or professional monitoring, which can be changed anytime within your Ring application. Professional monitoring will require a Ring Protect Pro subscription and once subscribed, you can update your monitoring preferences. I've included some helpful information about the Ring Protect and Professional Monitoring for your reference: *************************************************************************-Understanding-Professional-Monitoring-and-Self-Monitoring.

  Please don't hesitate to call our dedicated support team for any additional information about the features available with your Ring Alarm. 

  Regards,

  The Ring Team

• Initial Complaint

  Date:10/05/2023

  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.

  Subject: ***************************** Experience Dear ********************** Customer Support Team,I am writing to express my extreme disappointment and frustration with the recent interactions I have had with your customer support department. I believe it is essential for you to be aware of the issues I encountered in the hope that they can be rectified promptly to ensure a better experience for your customers.On July 2023, I initially contacted Ring customer support regarding issues with my ********************** Pro Floodlight. To my disbelief, the representative instructed me to climb a ladder and reach the top of my house to reset the device. This request was not only impractical but also potentially dangerous. I followed the advice reluctantly, as I believed it was a necessary step to resolve the issue.Unfortunately, the same problem occurred again on October 5th, prompting me to contact Ring customer support once more. ************************ this call, my frustration only intensified. The first representative I spoke with was helpful, and we spent approximately 30 minutes troubleshooting the issue. Regrettably, our call was abruptly disconnected, and despite providing my contact information, I did not receive a callback.I had no choice but to call back and explain my issue for the third time. To my disbelief, the new representative suggested that I climb on top of my house again to resolve the issue. Given the inherent risks and the impracticality of this solution, I declined. I requested to speak with a manager to address my concerns.Upon speaking with the manager *****, I was met with rudeness and a dismissive attitude. The manager not only refused to listen to my concerns but also challenged me for repeating myself. This interaction was entirely unprofessional and left me feeling unheard and frustrated.Sincerely,***************************

  Business Response

  Date: 10/09/2023

  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:10/04/2023

  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 husband passed away unexpectedly, and he was the account owner. I took over the account and wanted to continue using ring. I asked that they deactivate his account so it wouldn't renew automatically, and they refused! they said since i didn't have his login information that they couldn't do anything. advised me to contact them for a credit if charged. then said to dispute it with my credit card. they were not understanding at all and i cancelled all of my accounts with them. They should be able to look up his account with his name and email or phone number but they refused. they stated there was nothing they could do to help me to deactivate his account. Date of experience: October 04, 2023

  Business Response

  Date: 10/04/2023

  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:10/03/2023

  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 purchased $1200 + cost of security devices from Ring. I received defective piece of security camera. Battery just drains like crazy. I purchased solar panel. I kept in direct sun light, but camera shows disconnected from power supply. I did make sure that I plug correctly. I did reset. As per technical troubleshooting team, I charged battery 100%. Still, it did not work. Their technical guy told me that 100% battery can last long for 6 weeks if it detects 20 events for per. I just fully charged, and in over night, I kept in backyard where no event detected in night. It did drained 12% from 100%. Now, it is 88%. Even you keep in sun light, it never charges. Troubleshoot people will says that once you drain out, you need to charge 100%. If you do not charge 100%, it solar does not charge. They do not know how to fix. I wasted three times my time in a call and it never fixed. They does not returns money.Attached receipt. I also purchased additionally chime.

  Business Response

  Date: 10/04/2023

  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:10/02/2023

  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 having a issues with my ring. camera it been going on for a whilei called i called rig yesterday it seems it the trouble shooting steps they i didnt the same thing i called my cable company that provides my internet they said that there was nothing my Wi-Fi i really dont whats happend with ring its not worth the money

  Business Response

  Date: 10/04/2023

  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:10/02/2023

  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 had purchased my ring cameras and bought the protection for those cameras.The output audios has stopped working on 2 of my cameras. We attempted to trouble shoot and nothing worked.I told the agent that I had the protection and he said it didnt qualify. I checked online and it states that I currently have the protection and all my devices are covered, it has a check **** under extended warranty, then it says this plan covers and list these cameras. It also says that if I purchased it before Sept 28 2021 that its covered (which I did) But, while I was speaking to the agent and then the supervisor they said that because of the date that I upgraded service makes it not qualify. And it didnt state that and then he showed me some fine print that stated the date issue. However, this is very misleading and when I signed up I did it because of that warranty

  Business Response

  Date: 10/09/2023

  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 review your account with you further. 
  
  Regards, 
  The Ring Team