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:09/07/2023

  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 paid about $500 in ring equipment and a monthly subscription of $11 for over a year. My cameras 1) don't consistently record motion as promised, 2) don't take snapshots every 14 minutes as promised, 3) don't consistently alert me to motion as promised, 4) don't consistently alert me when someone rings the doorbell as promised, 5) when alerts are received, they are often so delayed it is too late to address. I have spoken to customer support several times and experienced the following problems: 1) communication barriers because representatives don't speak fluent English, 2) redundancy in having to confirm my identity several times per call, 3) inability to reach a live support person and no way to leave a message, 4) no return calls, 5) repetitive troubleshooting as many as 7 times per call with no resolve of issue, 6) representatives claiming problem is solved and hanging up despite problems still existing. Due to these equipment and software malfunctions I have experienced 1) strangers coming on my property, in front of my camera, and no snapshot, no video, no motion detection, and no alert, 2) vandalism on my property without alerts, motion detection, video or snapshots, 3) people coming to my door and ringing the bell and no notification or recording, including family, neighbors, a person in need of help, and the police. These are specifically the reasons for having the security cameras and paying for the subscription and these are the services I was offered that ring failed to provide.

  Business Response

  Date: 09/09/2023

  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: 09/09/2023

   
  Complaint: 20569084
  
  I am rejecting this response because:
  As I stated in my complaint, Ring customer service imposes a language barrier that results in problems not being addressed. Receiving yet another phone call that consumes several hours of my time is not an acceptable resolution. Email would be a preferred mode of communication to assure there is no miscommunication and to establish a written record. 
  Sincerely,

  ****

  
  

  Business Response

  Date: 09/13/2023

  Hello ****, 
  
  Thank you for the additional information. It looks like you're currently working with an Executive Resolution Specialist via email. If you have any other concerns or questions, please continue to reach out to them via email. 
  
  Kind Regards, 
  
  The Ring Team

  Customer Answer

  Date: 10/06/2023

   Better Business Bureau:
  
  I have been working via email to resolve the issues with the business in reference to complaint ID ********. The specific resolution for this case is satisfactory to me. However, I was advised that this type of resolution (communication by email/writing) is not available to any customers normally, or in the future. Therefore, although the particular concerns of this case were resolved, customer service remains inaccessible to many customers with various disabilities. 
  
  Sincerely,
  *******************

• Initial Complaint

  Date:09/07/2023

  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.

  Ring used Amazon Logistics to mail our nonprofit our security system items. The Amazon delivery person disregarded our business delivery hours and instead we have heard from our building manager that the Amazon shipper has been leaving packages in front of the business (a skyscraper downtown) literally just in front of the door, or sometimes under piles of garbage to hide the packages. Needless to say, our packages were getting stolen. I contacted Ring about this and they resent the items once. It happened again. Then I contacted Ring and asked them to ship it to my personal address instead so that they would not get stolen. They agreed to do so over the phone. They never did. Then when I called back weeks later to check on the status, they said they never said that and that I'd have to file a dispute with my credit card. I had also complained to Amazon Logistics and they told me I had to file my complaint with Ring. Basically I got the runaround. I understand that it's not Ring's fault that a shipper decided to leave a package in a public area, but they lied to me over the phone saying that they would ship it again to my house instead. I asked them if they had the recording of that call and they said yes. I asked them to listen to it so they could hear what they told me they would do, and then they hung up on me. The credit card dispute did not work.

  Business Response

  Date: 09/07/2023

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

• Initial Complaint

  Date:09/06/2023

  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.

  Purchased a ring doorbell, use the 30 day free subscription, and then it ended along with the usefulness of the doorbell itself because their website will not let you subscribe to their already ridiculous, priced doorbell. Either take down the paywall bs or let users subscribe by updating your website. If you cant your own website to even function Im going to need a device refund. Its just a white screen when you click subscribe and thousands of others are suffering from this also.

  Business Response

  Date: 09/07/2023

  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 would suggest making sure the browser is updated as well as using other browsers such as Chrome or Firefox to see if that allows you to select your Ring Protect Plan. If you need further assistance, please contact our support team at **************.
  
  Kind Regards,
  
  The Ring Team 

• Initial Complaint

  Date:09/05/2023

  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.

  Dear bbb I had purchased a few ring products one being a doorbell I used it had it replaced once you sold the house moved to the ******* apartment I tried to connect I lost access to the ************************ email I did everything they wanted me to do but they gave me such a hard time I ended up giving up and the camera sat for months I have away the living room as I felt it was backed into which I need my complaint sent to *** I was never compensated based on the *** ruling and my privacy was violated several times as both I door and exterior cameras were hacked So a few weeks ago a new roommate moved in and he is a hacker he was like I can connect the camera I said good luck they would let me the owner connect it or refund me my $399 I paid for both indoor and outdoor cameras A few days later I come home he was like hey it's working I was like that is good I let him just have it but my issue is I was kicked off the platform ever allowed as the owner because I had filed complaints against them for knowing that the cameras had being hacked no wonder they hold a 1 star rating I will wait for this complaint to go through the process so I can look at other options In the meantime I hope the bbb does not side with a member and I am not interested in arbitration I've witnessed plenty of sad cases where bbb sided with companies and *** is still collecting those to process a major case against bbb for not upholding ethics as you should have been for a long time when that hits you bbb you will be in deep trouble no amount of insurance will save you and I am so happy and rooting for ***

  Business Response

  Date: 09/06/2023

  Hello ****, 
  
  Thank you for brining this matter to our attention. The safety and privacy of our users is always at the forefront of our mission here at Ring, and we have several layers of security to keep users safe. Regarding Ring device ownership changes, you can initiate a device transfer yourself within the Ring app via the self-service option. To initiate the transfer, you can attempt a device set up within the Ring app under your account and when prompted to initiate the transfer you will receive an email confirmation. Please note that this process can take up to 15 days to complete.
  
  Kind Regards,
  
  The Ring Team

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20557491
  
  I am rejecting this response because:
  Clearly they did not read my complaint sent an auto response

  What a waste of time 

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

  Business Response

  Date: 09/07/2023

  Hello ****, 
  
  Thank you for the provided information. The safety and privacy of our users is always at the forefront of our mission here at Ring. In regard to your device being setup under an old account, you can initiate a device transfer yourself within the Ring app via the self-service option. To initiate the transfer, you can attempt a device set up within the Ring app under your account and when prompted to initiate the transfer you will receive an email confirmation. Please note that this process can take up to 15 days to complete. If you need further assistance, you can contact customer support at **************. 
  Kind Regards,
  
  The Ring Team

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20557491
  
  I am rejecting this response because: wow clearly not even actually giving me a direct response I will just go to the *** & Attorney General clearly they are use to just giving the BBB half answers 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/01/2023

  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.

  According to ******, who identified himself as a supervisor from *********** worksite, Ring is unwilling to provide support for an inoperable system after power outage causes the security system to go offline for 30 minutes. This issue is a common occurrence after power loss. I've explained that in the past after a power loss, the system was recalibrated with the help of a technical Representative, but the agent and supervisor refused to restore service. According to ****** the calibration team with have to investigate and no REAL TIME ****************.

  Business Response

  Date: 09/06/2023

  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:08/24/2023

  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.

  Ring door bell falsely charges 100 upfront for yearly membership when it makes you think you will be paying a monthly fee for the year. When I called to cancel they left me on hold for at least 35 minutes before I hung up. ******* never came back to the line. She left me on hold for nothing. I saw emails coming through that I was getting refunded, so why am I still on hold. Very bad customer service and misleading customers.

  Business Response

  Date: 08/25/2023

  Hello Latuasha,
  
  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:08/23/2023

  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.

  On August 3 2023 Ring doorbell took $106 that I did not authorize and I'm asking for a refund

  Business Response

  Date: 08/23/2023

  Hello *******,
  
  Thank you for bringing this to our attention. We understand the importance of receiving your refund in a timely manner. I will have a member of our Executive Resolutions team reach out to assist you further.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:08/22/2023

  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.

  Purchased Ring system via internet June 2023. System came within 5 days. Spent a weekend installing entire system (6 cameras, 2 floods, 12 sensors and a smoke detector). System worked great for a few weeks. I noticed that one of the flood lights was staying on at very dim illumination. I checked the device and saw water in light that was dim. Disconnected the power and contacted Ring customer support. They processed an exchange for defective device. Has been a month and 4 phone calls. No device! Last phone call, customer support stated that there was low inventory and supposedly they are sending out an upgraded device expeditiously. We shall see. BTW, when calling customer support, one has to verify information several times each time. Each phone call is slightly under an hour. Customer support is outsourced and slight language barrier is to be expected. I feel that Ring, as well as many American based companies, have horrible customer experiences, when it comes to product /warranty issues.

  Business Response

  Date: 08/23/2023

  Hello ***,
  
  Thank you for bringing this to our attention. We strive to provide our neighbors with a seamless Replacement 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: 08/26/2023

   
  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:08/21/2023

  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.

  Today, I called Ring to transfer the Ring doorbell account from my deceased husband to myself. Despite being a shared user on the ********************** doorbell account, "Ferdnan" said I must submit a death certificate and a notarized statement confirming my legal authority to take over the Ring doorbell. Although the device is fully operational and physically located at my residence, I cannot assert ownership of the associated account. ******* expressed repeated apologies for the inconvenience. ******* advised me to provide a notarized statement affirming my status as the beneficiary of my husband's estate. I requested from Ferdnan the form which Ring requires to be notarized. After a brief period on hold, he indicated that I could compose the statement myself, and upon completion, I should call back to initiate an "instant" transfer of ownership. After the 50 minute call, I did precisely as ******* instructed, writing a statement and giving a sworn statement to a notary. Then I contacted Ring and spoke with "****" who was empathetic and extended apologies on behalf of Ring for the complexity of the ownership transfer policy. He provided the upload link, and I submitted the death certificate and the notarized statement. **** then informed me that a decision would be made within 72 hours, not instant as ******* promised. **** then provided a $20 credit to my account. After nearly an hour on the call, our conversation concluded. Later, I received an email from ****** which stated that while the death certificate was deemed satisfactory, **** wanted a document from my deceased husband that I was his executor. I am utterly astounded by the scrutiny of a doorbell camera. The rationale behind Ring's stringent policy puzzles me. It's important to remember that we're discussing a doorbell here, and the rationale behind this intricate and seemingly distressing policy is difficult to fathom. Can someone please transfer ownership to me or exchange our doorbell for a new Ring doorbell?

  Business Response

  Date: 08/22/2023

  Hello ******,

  Thank you for bringing this matter to our attention. Please accept our sincere condolences regarding the loss of your loved one. The safety and privacy of all Ring users is always at the forefront of our mission here at Ring. Regarding your Ring device ownership change request, you can initiate a device transfer yourself within the Ring app via the self-service option. To initiate the transfer, you can attempt a device set up within the Ring app under your account and when prompted to initiate the transfer you will receive an email confirmation. Please note that this process can take up to 15 days to complete. However in order to complete an immediate transfer, please continue to work with the assigned associate, who can ensure that the proper documentation is received and approved. 

  Regards,

  The Ring Team

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20499024
  
  I am rejecting this response because:
  

  The Ring company didn't address my complaint. They require personal and sensitive information to transfer a doorbell camera. No other business requires this. It's an unreasonable to provide a will/trust to a doorbell company. Additionally, I jumped through hoops to get a document notarized, per the Ring rep and it was apparently a waste of time and money. Shame on Ring for treating a young widow this way.

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

  Business Response

  Date: 08/26/2023

  Hello ******,

  
  Thank you for providing an update on the matter. The safety and privacy of all Ring users is always at the forefront of our mission here at Ring, and additional layers of verification are in place to protect the user's account. In regard to your ********************** device ownership change request, you can initiate a device transfer yourself within the Ring app via the self-service option. To initiate the transfer, you can attempt a device set up within the Ring app under your account and when prompted to initiate the transfer you will receive an email confirmation. Please note that this process can take up to 15 days to complete. If you would still like to proceed with the immediate transfer, please continue to work with the assigned associate, who can ensure that the proper documentation is received and approved. 
  
  Regards,
  
  The Ring Team

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20499024
  
  I am rejecting this response because: It's intrusive to ask for a will/trust for a camera doorbell. This policy should be reviewed by RING as it's an invasion of privacy. I initiated the "self serve" option and it's still under review. Ridiculous! 

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

• Initial Complaint

  Date:08/14/2023

  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.

  The Ring camera does Not work. I bought another camera yesterday. I call and no one knows what to do.

  Business Response

  Date: 08/15/2023

  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. While we are unable to supply a refund for a product that was not purchased directly through Ring, I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 
  The Ring Team

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20466063
  
  I am rejecting this response because: Ring keeps disconnecting. ******* supervisor promised 60 days of protect plan instead of 30. When I called back they knew nothing.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/23/2023

  Hello ****, 

  Thank you for providing an update on the matter. A member of our Executive Resolutions team has been attempting to reach you and offer further assistance. Please respond to the email thread that your support specialist has established to receive further assistance. 

  Regards,

  The Ring Team