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:09/26/2023

  Type:Billing 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 was charged twice in August when there should be only one monthly payment. Once on August 22nd which is my normal payment schedule & again on August 26. I contacted Ring to see why & they did not acknowledge or see the duplicate charge. It also never showed up under my billing history online. So I remove d my payment method (debit card) from offline/my ring.com account so I would just manually make payments. Well today September 26th another payment of $7 98 was taken & I received an email saying my acct would be suspended in 3 days if I don't make payment for this month. How are they able to take a payment without my card on file. So I called again and got the same run around.

  Business Response

  Date: 09/29/2023

  Hello *******,
  
  Thank you for bringing this to our attention. We strive to provide our neighbors with a seamless billing 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: 10/03/2023

   
  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:09/26/2023

  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.

  My ring video door bell I own and pay for cloud storage keep falling off line I opened ring ports in my eero router also it keep blinking blue if can check server and please fix server and fix firmware to fix if I love this it's not my network everything eles stays online if can please fix server so don't keep happing I love it and fix these problems also video once uploaded to cloud tells me didn't record right paying for bad service and these problem if can fix these I love it

  Business Response

  Date: 09/26/2023

  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. Ring chat support helps with ************************ to help with ********************** Protect Plans, orders, shipping, billing or questions regarding your Ring account or app. For in depth advanced troubleshooting of your Ring device's falling offline, please call our Ring Support Team at **************, where one of our associates will be happy to assist you. 
  
  Kind Regards,
  
  
  The Ring Team

• Initial Complaint

  Date:09/25/2023

  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 1 doorbell and 4 floodlight cameras totaling almost $1,200 in May of this year. Within a week of receiving the items I tried to install them and connect them to the network. after attempting to connect them for 2 evenings I contacted support and went through their trouble shooting steps. This all took place well within the 30 day return period. I was instructed by Ring support to contact my local ******** Service Provider as they believed the issue to be on the **** After months of back and forth with my ISP they determined the issue go in fact be with the ring devices. I then contacted ring tech support again to go through trouble shooting again and still no resolve. After two more weeks of trouble shooting and trying everything we know how,I tried returning the devices. Ring tech support is not allowing me to return the devices based on their 30 day policy even though they have documentation that I have had issues since day 1. The main issue being that this issue is not black or white, its very much in a gray area. The tech support people can only see black and white. They dont have the power to issue this refund even though its clear that this is out of my control. None of these devices have ever been connected and three of them are new in the box. I have spent multiple hours on the phone throughout this ordeal, three hours recently just trying to plead my case for the return. Its very frustrating that these people are both incapable of making the decision and reluctant to put you in charge with someone who can.

  Business Response

  Date: 09/26/2023

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

• Initial Complaint

  Date:09/24/2023

  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.

  I went on vacation on 9/22/23 until 9/24/23 and upon checking into our hotel we realized that out Ring kicked ** out of the ring app not allowing us to log back in via the app and continued to tell us we would have to log back in on a alternate device..Meanwhile my ring app was blowing up my phone and Apple Watch however would not let us view any of the videos. So at this point we had no idea if we were being robbed or if the wind was blowing..Once we got home I tried re-logging in on the computer only to get now where fast ..We called customer support only to have a lady tell me that she couldn't give me any information because the name and the email that she has online doesn't match..And that she can't give me info because the my email and name don't match My account that I have for 4 plus years..As I explained to the lady I have access to the account online because its mine haha I have access to the billing as to what payment option that they are charging my bank account each year for the annual plan..Then entire time this useless conversation was going on I was getting quite the sense of false sense of security using her product ...The Lady named **** said she couldn't not help me which was clearly scripted..I told her that if should refused to help me I had no choice to remove my payment form so as to not allow the ring product to hack my Banking account. She again stressed she could not help me with the New Hacked verification information so to alleviate any future hacking I also deleted the account and politely dropped my deleted door bell in the trash...I I can't trust your product or you customer service that are not will to go above and beyond to better verify with only what's on their computer screen fake or not I can't trust your product to be on my devices..

  Business Response

  Date: 09/25/2023

  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

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20649712
  
  I am rejecting this response because: There was not effort on the part of the company to replace the discarded ring doorbell due to in affective responsibility on the side of the customer service to help resolve my device and or verify me properly to resolve this issue. Being a Ring door bell customer and subscriber to there ********************** plan of 6 to 8 years I would think all this would have been resolved in one phone call
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 09/26/2023

  Hello ********,

  Thank you for providing an update on the matter. While we are unable to replace a device that is no longer in possession, please partner with the assigned Executive Resolution specialist for alternative resolutions.

  Regards,

  The Ring Team

• Initial Complaint

  Date:09/16/2023

  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.

  i called ring 4 times for an issue with a contact sensor, and my system jumping modes after being set. the first call i was made to think nothing was wrong, the 2nd,3rd call i was told by a supervisor everything was good. today both of them happened and one while on the phone with the company. i was on the phone for 1 hour and 30 minutes before i was told, they had to send it to someone to look at, at this point i have told the company i don't and have not felt safe in my home, and all i was told was we understand. i have paid for a full home system and yearly subscriptions, for poor service like this is unacceptable.

  Business Response

  Date: 09/20/2023

  Hello Lavicieia,
  
  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: 09/20/2023

   
  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,
  
  Lavicieia **********

• Initial Complaint

  Date:09/15/2023

  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.

  My subscription expired today with no notice whatsoever. I reached out to Ring support via chat and my experience with ********* was beyond frustrating and not at all helpful. Im attaching a copy of the chat transcript for review. I would like to speak with a manager to find out why this happened and to make sure it doesnt happen again. I lost video recording coverage because of this and really needed it.

  Business Response

  Date: 09/20/2023

  Hello *********, 
  
  Thank you for bringing this to our immediate 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.  Can you please provide the email address associated to the Ring account?
  
  Kind Regards,
  
  The Ring Team

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20612545
  

  Hello, the email address associated with our Ring account is ****************************************
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 09/21/2023

  Hello *********,
  
  Thank you for the provided information. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Kind Regards, 
  
  The Ring Team 

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20612545
  
  Im not sure what happened with ******, the rep who reached out originally.  He sent an email that still didnt address the issue, and I responded to him within an hour of receiving the email, but he had somehow closed the case so the email bounced back.

  Here is a copy of the last correspondence.  Please advise.

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

  
  On Sep 29, 2023, at 3:27 PM, ***** and **** <*************************> wrote:
  
  Hi ******,  
  
  Id still like to understand what happened and why I received no notifications.
  
  Also, just a side note your emails are coming through with font that is VERY small.  Its unreadable unless I zoom in.  I havent really seen that before on other emails so I thought Id mention it.
  
  Thanks,
  *********
  
  On Sep 29, 2023, at 2:50 PM, CS Ring Support <**********************************> wrote:
  
  Hello *********,

  This is ****** with the Ring Executive Resolutions team. Please know that we are committed to ensuring that you have a reliable safety solution to help secure your home. I appreciate the opportunity to improve your experience with Ring.

  I take our neighbors feedback very seriously when it comes to their experience with our support team. We are always striving to improve the support that we provide to the Ring community, and your feedback as a daily user is an invaluable part of that process.
  
  I have confirmed your Ring account will not have any problems moving forward. The Ring Protect Plan is linked correctly to your account. Thank you for bringing this to our attention so we could review the process.
  
  If you need any further assistance with anything that we've discussed, please feel free to respond to this email thread within the next 72 hours.
  
  If you require assistance with anything else, don't hesitate to reach out to our dedicated support team via phone or chat. Please click here for more information about our available support channels.
  
  Thank you for being the best part of Ring! 
  ******
  Neighbor Advocates
  Visit the Ring Help Center for support articles

   

  Business Response

  Date: 10/09/2023

  Hello *********,

  Thank you for bringing this matter to our attention. I will forward your inquiry to the original Resolutions Specialist to have them reach back out to you. 

  Regards,

  The Ring Team

  Customer Answer

  Date: 10/11/2023

   
  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:09/14/2023

  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 joined Ring's Protection Plus from Basic after I installed the second device because the Basic coverage was only for one device. The Protection Plus is for an unlimited number of devices. I was unaware of their system's lack of information on extended warranty, even though my Ring app did not show anything. I discovered Ring did not upgrade my request after the second device was installed, which I requested for protection a long time ago. They refused to correct the extended warranty (Protection Plus) and forced me to re-purchase the device for another $250 replacement because the contract had expired, unaware of it.I learned so many Ring customers went through the same situation as Ring trying to hide the Protection Plus or others. I spent more than 1 hour and 30 minutes with customer service, communicating around, without seeking to resolve.I spoke with their supervisor, ******. He was in defense mode and accused me of the extended warranty without understanding that the company had a problem with customer coverage.As I am retired and receive a fixed income, I cannot afford to purchase $250 for a new device because of a warranty issue.The solution with the Ring/Amazon was seriously flawed. I had to contact you to resolve the issues immediately.

  Business Response

  Date: 09/21/2023

  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. Ring Protect Plans can be upgraded and subscribed to at ring.com. More information is available on our Ring Protect Plans here, ********************************************************* you need further assistance, please contact our support team at **************. 
  
  Kind Regards, 

  The Ring Team 

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20607994
  
  I am rejecting this response because:

  It was not a response to my original complaint, in which I mentioned that I joined Protection Plus after I installed the second wireless device. The Basic is for a single device, while I have a multi-device *************************** the Plus level. Ring failed to place me into the Plus category properly, and I was unaware of the situation until I installed the fourth device. I called, and they defended themselves and accused me of failing to enroll in the package. I was furious and did not appreciate their behavior; I am a long-time customer of **********************. I learned that many people also complain to them about the Plus situation and lousy customer service. They refused to properly provide an extended warranty for all of my equipment because the Plus covered the contract. They said the warrant expired a long time ago without my knowledge because of a lack of communication, such as an email to alert me about the warranty situation, which will help me focus on the issues quickly.
  The message showed Ring's response was not resolve my specific situation.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/26/2023

  Hello ******,
  
  Thank you for the additional information. You can check to see what Ring Protect Plan you have purchased by logging into your account at www.ring.com. If you need any further assistance regarding your Ring Protect Plan, please contact our dedicated support team at *************** so that we can partner with you on resolving your needs.
  
  Kind Regards,
  
  The Ring Team

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20607994
  
  I am rejecting this response because They repeated my allegation without understanding my actions. They avoided seeking the truth to resolve the whole situation. They voided the warranty on three of my Ring devices, claiming that I did not enroll in the Plus coverage. It was not true, as I selected the plus option when I added the second device because of more than one. I was not aware that they failed to secure my Plus coverage in the first place. They were responsible for correcting the incident quickly, but they did not. I discovered when my second device had been erratic operation. The tech support said it needed replacing. At this moment, I learned they said the device was not under warranty because I had not joined the Plus. I told them I have the plus coverage. After a deep investigation, I discovered their system did not charge me for the plus option and did not follow up with me.
  I demand to have an extended warranty on my three devices immediately. I resolved the second device problem as tech support failed to correct the problem. Also, I discovered the video clips were lost because they failed to save the video clips under the Plus option.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/11/2023

  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 have an issue with my flood cam WHICH is covered by my plan and they are refusing to replace the unit.

  Business Response

  Date: 09/13/2023

  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

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20587418
  
  I am rejecting this response because: All they are going to do is give me the run around like the did on the phone. All I am asking for is for them to REPLACE the defective unit that is under EXTENDED warranty coverage that I pay $100 for every year. The unit is strobing at night which after SEVERAL searches is a COMMON PROBLEM and yet have REPLACED those units but REFUSE to replace mine.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/20/2023

  Hello *****,
  
  Thank you for the provided information. It looks like you are currently working with our Executive Resolution Team here at Ring in regard to Ring's warranty and Terms and Services policy. 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: 10/06/2023

   
  Complaint: 20587418
  
  I am rejecting this response because: they are refusing to replace the item in question. This item has a history of the defect and all of these items HAVE BEEN REPLACED. They either need to REPLACE my defective item.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/09/2023

  Hello *****, 

  Thank you for providing an update on the matter. At this time, our team has offered to troubleshoot any device concerns with you to better understand what you're experiencing with your device. If you would like to explore any available solutions, please respond back to the email thread with the designated Resolutions Specialist to arrange a call for further assistance.

  Thank you for your time.

  The Ring Team

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20587418
  
  I am rejecting this response because:
  I have ALREADY went over the STROBING issues with someone on the phone BEFORE contacting the BBB and that person REFUSED to take care of the issue. NOW the flood camera lights DON'T turn on automatically. The "Strobing" issue is a COMMON issue per research and yet THOSE were all RELPACED with NO QUESTIONS ASKED...
  
  I have stated to the individual via email, IF this situation ISN'T taken care of CORRECTLY (A NEW Replacement) I will take it to the next level.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/10/2023

  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.

  Failure to honor Ring Protect warranty regarding old Ring Spotlight Camera. Ring ******** support Case number case #********.Let me say I am (or was) fan of Ring cameras. I have been using them for something like seven years and I currently have fifteen of them with a Ring protect plan. Most of the time I have experienced excellent customer service. BUT NOT THIS TIME. Several of my old cameras have been replaced under warranty already The ring representative was either incapable of viewing images or understanding simple logic or deliberately being obtuse in order to not do a replacement. This particular individual wasted over two and a half hours of my time.The chat started at ****pm and finished **** pm. The full chat is attached. Im also attaching a corrupted image and a picture of the camera lens. You can see vertical wavy lines down the right side of the image and multiple marks on the camera including the lens under the clear plastic cover.Here are the last two Chat messages:Ring: Reviewing your signal strength history, your Wi-Fi signal has gotten up to -75 in signal and reaching those levels frequently. With the **** inconsistency, your camera is operating as it should. In order to improve the view you receive, we recommend following the steps outlined in the link above to improve your signal strength.Me: Sorry but nonsense! I have recently rebooted my outdoor mesh access point and sometimes that causes a momentary reduction in signal strength. The picture I am showing you has consistent corruption in a specific area. This is nothing to do with signal strength. As you are only interested in wasting my time I will take this up with another form of customer support on Monday.The camera in question was only moved to this location in the Chicken Coop on Saturday morning to replace a returned camera. Let me make this clear. The corruption on the right side of the image is repeatable and nothing to do with signal strength! I want a replacement.

  Business Response

  Date: 09/21/2023

  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

  Customer Answer

  Date: 09/24/2023

   
  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.

  A member of their Executive Resolutions team reached out to me and sent me a replacement Ring Spotlight Camera. Unfortunately it looks like the new camera is also faulty, but I believe they will resolve this now I am talking to the right people. Hence closing this complaint.

  Thanks for the help
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/09/2023

  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 purchased $429.27 worth of merchandise from ring.com. On the check out page, it stated I was *********** a free yard sign. I can send a screen shot if necessary. However, since I did not check the box to add the free, sign to my cart, they did not send it. I just spent 45 minutes on a recorded phone line with a ring representative. He stated several times that I was *********** the free sign, but could not send it to me. He checked with his supervisor, but no resolution was reached. He continued to tell me I was *********** it, but he could not send it. I reminded him that the call was being recorded, and he told me that was only for internal purposes.

  Business Response

  Date: 09/13/2023

  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: 09/13/2023

   
  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,
  
  *******************************