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:08/02/2023

  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.

  This is regarding RING customer service where I was discussing about a Yard sign to be sent to me when I signed up a Professional Premium monitoring service with RING on 07/21/2023. The customer service manager (*****, declined to provide last name) hung up on me after a good 55+ minutes spent on the call, including differentiation from customer to customer where I was willing to provide information of my friend who has signed up and received the yard sign. I'm not sure why RING customer service agents has to be so adamant, especially with customers and hang up the calls after a good 55+ minutes call. I appreciate if someone on RING can take this up matter seriously as **************** doesn't meet the required customer satisfaction levels instead gives a lot of frustration on events like these. Below are the call details.08/02/2023 - 11:09 AM CST (I called RING, went for 44 mins 16 secs)08/02/2023 - 12:11 PM CST (***** called me, went for 15 mins 39 secs)I'm looking forward to someone from RING to accommodate my request of the yard sign to be sent to me in lieu of all the frustrating experience and time that I have spent on calls with the adamant customer service agents.Thank you SG ************

  Business Response

  Date: 08/03/2023

  Hello *********,
  
  Thank you for brining this to our attention. I appreciate the feedback that you've provided regarding your support experience and will review the interactions to work towards any improvements that we can make. It is great you hear that you have expressed an interest in a Ring Security Sign to complete your Ring of Security. You can find two different types of yard signs for purchase on our website for purchase.
  **************************************************************
  ***************************************************************
  
  Kind Regards,
  
  The Ring Team

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20412618
  
  I am rejecting this response because:

  Like explained earlier in the complaint - RING is not treating all the customers the same and I see that my neighbors have got the yard sign complimentary when they signed up for the standard monitoring service. In my case, I have signed up for the Professional Premium monitoring service and yet RING doesn't provide me with the yard sign.

  And also, in the response from RING - I see they have provided the links to buy it rather give me the complimentary yard sign. If the customer had to buy the yard sign, why would someone raise a complaint about it.

  I'm looking for a resolution where RING can honor me the yard sign complimentary as they did for others (I already mentioned to the executive that I can provide the evidence of whom they have provided with free yard sign, yet they don't care about the customer's request).

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

  Business Response

  Date: 08/15/2023

  Hello *********,

  Thank you for providing an update on the matter. As mentioned, we are unable to speak to any specific promotions or instances in which a user was eligible for a complimentary accessory. If you would like to obtain a yard sign for your home, you may do so on www.ring.com, or with one of the previously supplied links,

  Regards, 

  The Ring Team

• Initial Complaint

  Date:08/01/2023

  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.

  I am completely dissatisfied with Ring Doorbell. We have had serious issues with someone vandalizing our property, tampering with our gate in front of our house trying to gain access to our residence. We purchased the best Ring Doorbell which captured the entire front yard and gate, all the way to the street. Since purchase, we have had 6 (SIX) incidents and events where the perpetrator has vandalized our property and attempted to break in with zero incidents caught on the camera. ZERO incidents caught on the camera! It turns out, it is documented deep in reddit the camera will go in to a "cool down" mode after recording for several minutes, so professional criminals will walk by, set off the camera, then during the "cool down", they can do what they want. The police are at a loss at what to do because I can't catch this person who is continually vandalizing my property, I am paying $30/month for a service that is providing zero value to me, and I continue to burn batteries as I increase the sensitivity and just catch all kinds of non-sense trying to catch this one person. I am at my **** end. And don't bother thinking support will be ****** helpful either. They have you verify through the app, which is a complete joke because you will just have to verify all over again anyway. To make matters even more frustrating, we have two homeowners who do not have equal levels of ownership in the safety and security so we both can't manage the app. It is just one person who has to do it all. We can't both manage or call to manage the account. If one of us is traveling for work, we are out of luck. The other can't help pitch in. All in all, I am completely dissatisfied the "cool down" period was not disclosed earlier in the process and it took serious digging to find this. It is a major product flaw and likely why we aren't catching our perpetrator. The advertising doesn't disclose it, and now we are stuck with the monthly bill for a service that won't help us.

  Business Response

  Date: 08/02/2023

  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:07/31/2023

  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 cancelled my ring subscription and provided the screenshot of the cancellation. I did not use the cameras. I just started using the cameras again July 2023 and saw I was billed in error August 2022. I spent an hour with customer support and they will not credit my $107 that they shouldn't have charged me

  Business Response

  Date: 08/02/2023

  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:07/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The devices keep shutting down and you try to contact Ring for customer support and they dont let you speak to a person just preloaded questions and absolutely no resolution to the problem I have over a thousand dollars in their cameras plus their cloud storage the images are to grainy when the cameras do work But half the time the system is off line and you literally just hope nothing happens till it comes back on

  Business Response

  Date: 07/30/2023

  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:07/27/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay a yearly service to Ring. My camera went offline. I called the Company. They were unable to put the camera back online and said it was defective. So, they ordered me a new camera on 06/18/2023. I never received it. I called on 07/12/2023 and was promised the camera on the next week. I still have not received it.

  Business Response

  Date: 08/01/2023

  Hello Cameo,
  
  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: 08/01/2023

   
  Complaint: 20387843
  
  I am rejecting this response because:  No one has reached out to me as of yet.  When will Someone call me?
  
  Sincerely,
  
  Cameo Green *******

  Business Response

  Date: 08/15/2023

  Hello Cameo, 

  Thank you for providing an update on the matter. I see that you have since spoken with a member of our team who was able to resolve your needs. 

  Regards,

  The Ring Team

• Initial Complaint

  Date:07/27/2023

  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.

  I bought a ring cameras for ************ stopped working. I called on July 5th . They're supposed to send me another one. It's been 3 weeks with out security coverage. I have not recieved a new camera or a refurbish one. I paid in advance for the service. I called again July 14th, and they claimed that they were going to send me another camera. It is now 6pm July 27th and still no camera.

  Business Response

  Date: 08/01/2023

  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:07/27/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order based on the in-stock status of the items. I received email confirmation that my order was processing and I would receive a shipping confirmation within 48 hours. Three days later, they emailed to say my order is out of stock and the expected ship date moved out more than 30 days. They refuse to cancel the order - an order with a status and ship date they grossly misrepresented. If I had known the items were out of stock, I would have ordered from somewhere else (which I ended up doing).

  Business Response

  Date: 07/28/2023

  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: 08/07/2023

   
  Complaint: 20385310
  
  I am rejecting this response because while they did reach out to me, the matter has yet to be resolved. 
  
  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 

• Initial Complaint

  Date:07/26/2023

  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.

  I have Kia ********* and I solely rely on my ring car ****** was recently cut off and ran off the road. I was confident that I had the service due to paying the 60 up front for service. Once the incident happen I go to my video and pull it up. My plan expired. I call ring and was told that they are not trained for the car cam. So why did I pay 60 for the gentleman name was AVE called at 7:59. I just cant believe this happen and for the representative not to have knowledge of the car cam is mind blowing. Then the fact that *** are getting stolen at an alarming rate I feel violated the fact that I paid in full for the camera is very alarming

  Business Response

  Date: 07/28/2023

  Hello LaBron, 
  

  Thank you for bringing this matter to our attention. We understand how important it is to have your video recordings available to you when you're out on the road. I see you recently reached out to our support team, and I see they have resolved your needs. For any other questions, please reach back out to our team at ****************. 
  
  Regards, 
  

  The Ring Team

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20381829
  
  I am rejecting this response because:
  There was no resolution just an acknowledgment. Nothing was said about the rude customer service AVE. If that was the name. I

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

  Business Response

  Date: 07/30/2023

  Hello ******,

  Thank you for providing an update on the matter. Our team will review the interaction internally that you have referenced regarding a Ring support associate. Rest assured, we will take the appropriate measures internally to make any improvements that we can make.

  Regards,

  The Ring Team

• Initial Complaint

  Date:07/26/2023

  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.

  June 4th I purchased a Ring Battery Plus from Lowes because Amazon was out. Same day I purchased a Ring Floodlight Pro from Amazon. A couple weeks later the floodlight stopped working and I returned it to Lowes ordering a Spot light Pro from Amazon. Now the Battery Plus doorbell battery wont hold a charge. I call Lowes and they say call Ring which I did. Ring replaced the battery. Same thing happened with the new battery but now its not detecting motion. After an hour on the phone Ring decided to replace it. Never received an email confirmation. After a few days I called back. They said it was on back order but would offer a Ring Pro because it was the same a the Plus. It came and it was not the same. No head to toe and low resolution. I called and Ring said because it was bought at Lowes they couldnt replace it. I said you Just replaced it. I have the replacement in my hand but it is a lesser quality and not the same like you said it would be. I was told I would be upgraded for all of the stress and bad experience I have had over the last month and was told thats not true we listened to the entire conversation and that was never said. I asked how he could listen to a hour and 6 minute conversation in 26 minutes. He went silent. I finally asked 3 times for a supervisor. I was connected to ****** the supervisor, after another 30 minutes she agreed to send me the Doorbell Pro 2 and credited me $30 towards my monthly subscription. Today I received a strange text from *** saying my order was on hold in their warehouse because of a bad address. It says click the link. I called Ring to verify and they said yes, its your Ring Pro. I filled in my address and name and it sent me to a page to enter my Credit Card and social number. I explained to Ring what was going on and I wanted my Replacement and say No! I now have a bad doorbell and cant get Ring to respond. I may or may not have been tricked by Ring. I am furious and feel like I have been misled and tricked.

  Business Response

  Date: 07/28/2023

  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: 07/28/2023

   
  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:07/26/2023

  Type:Delivery 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 ordered 3 indoor cameras. At the time I ordered ring said it would be delivered in 5-7 days. I then got notified that my delivery date would be pushed an additional 2 weeks. I have now been notified again that the product has been pushed back an additional 2 months. I have paid for the product already, waited 2 weeks already, and keep getting thrown around. I contacted customer support and to sum it off they just kept repeating "sorry, est delivery is 2 months from now". this has never been an issue before and i have most ring products, so I've been ordering ring products for a long time. (Side note: I also didn't like how customer support kept ******* me. if i didn't respond within 3 mins i would get threatened with the chat being close. The customer service guy (****) said it was an automated message but then the message changed my name to a name that isn't mine. I questioned this and he said "my bad I am helping other neighbors too" so I asked about how he said it was automated and he admitted it was copy and paste. I feel very lied to and that I am being taken advantage of by a company that before today I really loved.)((I have screen shots to back all of this up))

  Business Response

  Date: 07/28/2023

  Hello Neighbor,
  
  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: 08/04/2023

   
  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,
  
  ************