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:08/13/2023

  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 thought this would watch my property but it only records things every couple hours and that's on the highest settings! Things happen and it doesn't even show up! What a joke!!

  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. If you are needing assistance with optimizing your device settings, please contact our dedicated support team at *************** so that we can partner with you on resolving your needs. 

  Regards, 

  The Ring Team

• Initial Complaint

  Date:08/11/2023

  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.

  Recently I have tried several times to get in touch with ring about a lot of problems with problems with my service and devices not working.They dont reply or when i call I get erroneous information from them.This is urgent and i can be reached most days 1-5 pm ct

  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. 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 

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20457641
  
  I am rejecting this response because:

  This does and will not satisfy concerns, and as underscored this effort was already made.

  They clearly could have had a rep at the executive level reach out to work with me to ensure the concerns were met.

  Will file addtional external escalations as a result of their reply
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/23/2023

  Hello *******,
  Thank you for providing an update on the matter. We are unable to locate any recent interactions with our support team regarding your Ring account to better understand your feedback. For immediate assistance, contacting our dedicated support team will allow our associates to deep dive any concerns you may have with your Ring device(s).

  Regards,

  The Ring Team

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20457641
  
  I am rejecting this response because:
  Copy of recent written correspondence was sent attached to bbb complaint. And there was no reply to which agency has oversight of ring, and the consumers have a right to be privy to this information irregardless of recent account interactions.

  will contact ***** department of public safety and ***** attorney generals office for escalating their investigation into ring as a result of rings poor customer ***************************.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/10/2023

  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 had originally called into the customer service line with inquires regarding warranty because the lights on my floodlight were constantly flickering when the lights were powered on. I was told that I had a lifetime warranty and that my light would be replaced. I was told that i would be receiving an email confirmation in a few days once the replacement had shipped. Fast forward several days and i had received no such email so I reached out via chat and was told that my payments had lapsed at one point, they have been consistant for a while now, and that I was ineligible for warranty but that they would get the issue resolved via their manager. I waited for a bit while they got they supposedly got the issue resolved, finally they finished and i was told that their manager had approved everything and that i would be expecting a replacement as well as an email. Again no email was received so i chatted back in AGAIN. I was told that the order would take longer to ship than within the time i had reached out for the now 3rd time and that i need to wait a little longer before reaching out. I asked if they could please confirm the order was placed or even addressed and i was stone walled by your rep who simply kept saying that if a manager had taken care of this then everything was fine. They refused to double check for me. Now here I am, weeks after the 3rd contact and still dont have the replacement that 3 people have now promised me.

  Business Response

  Date: 08/11/2023

  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. While we are typically unable to supply replacement units for devices that are outside the warranty period, it sounds as though our team was able to make a one-time exception. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 
  The Ring Team

• Initial Complaint

  Date:08/10/2023

  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.

  I purchased 2 ring video cameras. They worked for months. Yesterday THE RING CAMERAS FAILED TO CAPTURE THE ***** OF THE UNAUTHORIZED PEOPLE ENTERING MY HOME WHERE ME AND MY FAMILY LIVE. I called ring.com on 8/9/23 at 10:16pm Est. The representative named *** told me Ring.com had bugs in their system that staff are trying to fix internally. She said if the issue is not fixed in 15 minutes They will provide me with new replacement upgrade cameras. Of course, the issues/glitches/de-bugging was not fixed. THE NEXT DAY THE CAMERAS STILL DID NOT WORK. I called back. I SPENT HOURS FOLLOWING USELESS TROUBLESHOOTING STEPS. MY REQUEST TO SPEAK WITH A SUPERVISOR OR MANAGER WAS DENIED. And THEY REFUSED TO HINOR THEIR AGREEMENT TO PROVIDE ME WITH THE REPLACEMENT CAMERAS FOR FREE as previously promised.NOW I AM STUCK WITH 2 USELESS SECURITY CAMERAS PURCHASED THIS YEAR THAT DOES NOT RECORD PEOPLE ENTERING MY HOME. Ring.com proven to be unprofessional. Unreliable, dishonest, incompetent, and lack integrity. They done nothing to help resolve this issue. Each time I call the representative says the previous rep did not enter notes of the problem. They waste countless hours doing the same trouble shooting steps that does not work. They say they will replace the defective cameras that suddenly stopped working due to no fault of the user. They agree to provide replacement cameras just to get you off the phone. When you call back they deny providing the replacement cameras eventhough the calls were recorded. Then they try to deny that you called altogether. They refuse to esculate the calls to a supervisor or manager for customers to file a complaint it seems that this is how they stay employed behaving reckless . I informed the rep that I will contact the *** and BBB she did not seem to care I guess to them its business as usual. This is unacceptable. Believe me I have better things to do with my time. So, I hope that BBB AND *** will assist in resolving this issue immediately.

  Business Response

  Date: 08/10/2023

  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: 08/14/2023

   
  Complaint: 20449686
  
  I am rejecting this response because: 

  1 After I filed to complaint on BBB a supervisor called me.  He agreed to send me 2 replacement video doorbell.  However, I only received one.  I have no documentation/confirmation/tracking number that Ring.com intends on sending the 2nd replacement video doorbell as promised.

  2.  I did receive an email from a woman identifying herself as a staff member in the executive office telling me her scheduel is very busy.  I immediately responded to her email within seconds requesting her to call me asap in hopes that she will oversee Ring.com acturially sends me the video doorbell as promised. But she never responded to my email nor did she call me.  Its been days and the issue has not been resolved. 
  

  Bbb please assist. Please send the information for arbitration that was posted as an Orion on your site.  Is arbitration a free service? Can I represent myself or do I need to retain an attorney?  I hope ring.com does not force me to spend money to hire an attorney to have the Judge or hearing officer force them to keep promise of replacing their defective vide door bell.

  I just want a total of 2 replacement video doorbell cameras with new start date warrantee as promised.

   

  Thank you,

  Business Response

  Date: 08/15/2023

  Hello ********************, 
  
  Thank you for the provided information. We strive to provide our neighbors with top-notch support to ensure they can get the most out of their experience with Ring. It looks like you are currently working with our Executive Resolution Team here at Ring and working towards a resolution. They will remain your primary point of contact and work with you to resolve your needs. 
  

  Kind Regards, 
  

  The Ring Team 

  Customer Answer

  Date: 08/23/2023

   
  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. The representative has contacted me to provide the replacement cameras and address my concerns. Thank you. 
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 09/07/2023

  Hi BBB, I need your assistance. You may recall a few weeks ago I filed a complaint against ring.com for refusing to honor their agreement in providing me with the 2 replacement cameras that became defective due to bugs within the ring.com system. But ring.com refused to honor their agreement so I was forced to file a report with BBB. With BBB intervention Ring.com eventually provided me with the 2 video doorbells. However. it never worked. I spent countless hours with rude representative. Hours that could have been seen with me spending time with my family was wasted with rude representatives who were unhelpful and refused to forward my call to a supervisor. Because I was determined and hopeful to resolve this issue I was persistent in trying to resolve the issues. I sent emails to the corporate office and to ring.com support staff. Eventually I spoken with a supervisor named *******. She did not provide any trouble shooting steps and she refused to issue a refund. Therefore, I am writing to BBB because I no longer want a replacement camera because NONE of ring.com defective cameras work. the are defective and malfunctioning. It does not capture video. What is the point of having them when they do not work!!! There are better security cameras to choose from. there are more professional companies that has integrity and that provide products that work consistently and reliable. At this point I do not want to waste another hour/day/week filing complaints. I am a peaceful person. This is unnecessary drama. I don't want to spend another moment dealing with their mess, I just want my money back! They wasted countless hours! waste of time! and their product just don't work! 

  Business Response

  Date: 09/07/2023

  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 be having the Executive Resolutions team member who was assisting you reach out to assist you further.
  
  Kind Regards, 
  
  The Ring Team

  Customer Answer

  Date: 09/12/2023

   
  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.
  I spoken with a representative.  She was informative and professional. The issue appears to be resolved.  Thank you
  

• Initial Complaint

  Date:08/08/2023

  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.

  On 07/25 I called ring tech support complaining about an issue on the floodlight (there was a pink/red hue) on the recording. The supposed tech told me it was an upgrade issue and that it will be resolved after the upgrade (took 30 minutes). She told me to check the next day to see if that solved the issue. And that if the issue wasnt solved that I should reply back to her email. Never got any email from her. Ended up calling ring again on the 26th. This tech told me that the ** wouldnt turn off and that a replacement should have been done. He ordered the replacement and its been 2 weeks. I got an email with the order but no shipping or any update. I called ring right now and I went thru the app verifying my account before a customer representative got on the call. I again verified my name, email and last 2 digits of my phone number. I also gave her the replacement order number. She kept telling me I see. Then she had the nerve to tell me that she needed me to verify my account again (this was 10 minutes already). I got extremely upset and request to talk to a supervisor. Then she got a supposedly supervisor on the line (that took another 5 minutes). He then tells me I need to verify and that he cant see anything. So in total I spent over 3 hours to resolve an issue that shouldnt have taken this long. No email on updates!! What a way to treat customers that are paying a monthly subscription!! I even checked with my local law enforcement and they say that if any crimes are committed during this time and my camera captures it it wont be able to be used due to the pink hue color. This is a safety issue. I have these cameras installed to prevent and also to record any crimes

  Business Response

  Date: 08/09/2023

  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

• Initial Complaint

  Date:08/07/2023

  Type:Sales and Advertising 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.

  Ive had my ring device for less than 1 & 1/2 years. All of a sudden, the device doesnt work. When you call Ring, all they want you to do is spend more money. Now when I buy the additional products, they tell me that it is something else but that they cant help me. Their POOR customer service and lack of solutions to the problem is EXTREMELY problematic. I want a response to my issue and I am not spending ANOTHER DIME on anything. I want to be contacted IMMEDIATELY by someone who can actually help me and not waste over 3 hours of my life and do nothing.

  Business Response

  Date: 08/08/2023

  Hello *******, 

  Thank you for bringing this matter to our attention. While we are unable to provide replacement units for Ring devices that are no longer in warranty, 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 offer further assistance with getting your Ring of Security back up and running. 

  Regards,

  The Ring Team

  Customer Answer

  Date: 08/08/2023

   
  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. I want RING to reach out to me with an acceptable and cost effective. solution. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/04/2023

  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.

  RING Stick up camera / purchased 6-20-2023 and subscription began 30 days after purchase on 7-20-23. I purchased the camera to surveil my back patio are and positioned the camera from inside my home pointing to the outside through my patio window AS THE INFORMATION REGARDING THIS CAMERA STATES THAT YOU CAN DO THIS!! When I tested the view of my backyard/patio, the camera was capturing everything I wanted it to cover. It wasnt until today, 8-4-23, that I realized that the camera IS NOT RECORDING ANYTHING!!! The only time it records is when I deliberately press the LIVE VIEW tab! Its not automatically recording AS ADVERTISED!!! Ive used RING Doorbell Camera for quite some time now and it records everything and has motion detectors that alert me when someone is within the zone I set! This RING stick up camera is WORTHLESS TO ME because it DOESNT ALERT ME if someone is within the zone I set for my back patio AND IT DOESNT RECORD ANYTHING!!! THIS IS NUTS!!I called the RING ********************** and the information that the rep shared was LAUGHABLE!!! he said, well, sometimes it will work and sometimes it wont.then he said that it has to have some type of thermal properties to work(???), then he said it would only work if I mounted it outside!! (Which IS NOT what I wanted to do because I have balance issues and cant get up and down on a ladder to recharge my unit because its battery operated) I AM VERY UNHAPPY with the **** FAILURE of this device!!! ********************** needs to be MUCH MORE HONEST ABOUT WHAT THIS STICK UP CAMERA CAN AND CANT DO!!! .. ever since I have installed the stick up camera I have obviously been living under a false sense of security due to the non-transparency of how this camera actually DOESNT WORK!!..putting me and my home AT RISK!! Shame on you RING!!!!

  Business Response

  Date: 08/05/2023

  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:08/04/2023

  Type:Product 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 had ordered the Stick Up cam from Ring, the battery of this unit dies every week and I keep having to charge it which is a lot of hassle.Ring promises a return and a refund of their products within 30 days, Ive communicated with them several times, they kept promising me that they will email me a return label but they kept lying to me, Im guessing many customers forget to follow up and Im guessing thats their goal to scam people, and they hope the same with me but I never forgot and never will.

  Business Response

  Date: 08/04/2023

  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

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20421216
  
  I am rejecting this response because:

  Ring Company are full of lies, they keep telling me that they would refund me but they don't.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/15/2023

  Hello *****, 
  
  Thank you for the provided information. We strive to provide our neighbors with top-notch support to ensure they can get the most out of their experience with Ring. It looks like you recently worked with our Executive Resolution Team here at Ring and worked towards a resolution. 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: 08/23/2023

   
  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:08/04/2023

  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.

  Ring spotlight cam over in ground pool malfunctioned. They are obviously defective. Had this one about one year. Second floodlight cam to do this. Called July 12 for replacement said they shipped. Called three times once and said they shipped. Today I was told it is out of stock! I count on that camera for pool safety. Being told it was shipped since July 12 is unacceptable!

  Business Response

  Date: 08/04/2023

  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

• Initial Complaint

  Date:08/02/2023

  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.

  Dear All-Our church purchased Ring for Security. Our system is hard-wired and they did not indicate that a power outage would stop service.This product simply does not work or reset itself. We live far from oit church and everything it goes out, we have no idea until we see it next time. I reviewed multiple complaints bit here and on the Ring Community. They ignore the issue as to resolving the problem so that you can automatically reset the alarm remotely. A simple programming fix and update would do the job.They have not agreed to to refund anything. This is upsetting as this is now the umpteenth time this has happened with no remedy from Ring.I advise anyone to go with Blink or someone else. I look forward to doing so.

  Business Response

  Date: 08/04/2023

  Dear ********,
  
  Thank you for bringing this to our immediate attention. We would like to take a look into the concerns mentioned here. Could you please provide us with the email associated with the Ring account?
  
  Kind Regards,
  
  The Ring Team