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:07/25/2023

  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 ordered 6 spotlight cameras with solar panels in December 2022. About a month ago one failed and tech support determined it was a faulty solar panel and was told they would send me a replacement under warranty. I checked back on July 7 and was told that they were out of stock and would send me one shortly. I called back today and could not get any information until I insisted on speaking with a supervisor. after another 20 minutes I was told they won't have any until another 20 minutes I was told that they still do not have any until the end of august. My issue, besides being terrible customer service, is I know people who recently ordered new ones which arrived in a mater orf days.

  Business Response

  Date: 07/28/2023

  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:07/25/2023

  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 began my subscription with ring security sometime October of 2021. It was a door mounted model placed through a drilled hole in my door, and recorded both audio and video. I paid to have this video stored. Otherwise, you could still see through your ring camera, you just couldn't access old footage. Sometime after 2 months, it stopped working, and when I called technical support they would only speak to the account owner, or person who has their name on the account (my boyfriend, who is extremely busy) despite it being my card making the payments. We've now long moved out of the house where we used the Ring service, and have no access to our old account. For this reason they refuse to cancel or refund my account, but continue to deduct payments, which have been slowly increasing over time. I believe at the beginning it was $8 a month now its something like $12. Overall I feel duped as I've sent this company over $400 for a service thst they haven't been providing me, and refuse to cancel or provide me a refund on account of me not knowing the email associated with the account. I can't imagine what I'd have to go through if my card was stolen and this company refused to cancel because I'm "not the account owner." It's foolish because I am, especially if I'm the one paying for the whole account.

  Business Response

  Date: 07/28/2023

  Hello ****, 
  
  Thank you for bringing this matter to our attention. Upon further review, I see that you recently contacted our support team, who were able to resolve your needs. For any future questions or needs, please contact our dedicated support team at ***************. 
  
  Regards, 
  
  The Ring Team 

• Initial Complaint

  Date:07/24/2023

  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 cam in the front of house went offline. I am not there since this is a second home for me.Ring does not fix for this and my light was on 24 hours a day. I was told by ring there is no way to get back online unless I am there with my app/phone.Not sure how they can sell and make a product that I cannot fix from a remote location. I had to get someone to flip my breaker to shut off power to this hard-wired cam.Now I am paying for a service that my camera is shut off with no power.How can this be resolved?

  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 and review the matter with you further.
  
  Regards,
  The Ring Team

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20369486
  
  I am rejecting this response because:

  No one has contacted me.

  My front camera has been offline, and Ring tells me I have to be there to fix it. How can they sell a product that cannot be fixed remotely on a vacation home?

  My light was on 24 hours a day on the spotlight. I had to get someone to flip my breaker to shut the light off.

  Camera is still offline, and breaker is flipped now.

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

  Business Response

  Date: 08/01/2023

  Hello ***,
  
  Thank You for providing an update on the matter in response to your review left on July 28th. We are committed to ensuring that you have a reliable security solution to help protect your home. A member of our Executive Resolutions team will be reaching out to you within the next 24-48hrs to review your concerns with you.

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20369486
  
  I am rejecting this response because:
  all cameras are offline due to internet going out. They cannot get back online until I travel to this residence. Internet is up and working now, but ring will not reconnect.

  Ring knows this is an issue with their design. I have no cameras working (four total).

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

• Initial Complaint

  Date:07/24/2023

  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.

  we had ring camera service for a year, in may of this year they took $107.00 (debit card) then turned around and cut the service off. so they want us to pay for something we don't have. spent 3 hours on the phone with an agent july 14 and got no where

  Business Response

  Date: 07/25/2023

  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 review your account with you.
  
  Regards, 
  The Ring Team

  Customer Answer

  Date: 07/25/2023

   
  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:07/23/2023

  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.

  ?Hi,I have spoken to your customer support team twice now to change my yearly billing to monthly. But yet you are still charging my card for ******? Online I see the agent progressed some type of refund back to a card I no longer have? I didnt want a refund I want to pay for the service monthly at the ***** rate. Why does my billing history show all these credits and refunds? See attached pic? I need to pay for the service monthly not yearly thats all I requested. No refunds were asked for. And now why trying to resolve this issue again today your customer support team hung up on me?You need to review the chat log associated with my account of ********************** is the worst service I have ever experienced. This agent just flat out lied to me over and over again. He told me flat out in the chat log you can read I would not be charged and as soon as I added the card a notification from my bank that it was charged and then he thinks that I an lying and told me it did not. There is much more than just this in that chat.

  Business Response

  Date: 07/24/2023

  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:07/23/2023

  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.

  Have a camera that is covered under the Ring protect plan that isnt working. I contacted customer care on July 3rd and they said I would be getting a replacement. 3 weeks later I have now been told that cameras are out of stock and it will be 3 to 4 more weeks before I get a replacement. This is a security issue and I pay for a protect plan so that I wont be without a working camera. The funny thing is that if I wanted to purchase a camera there seem to be plenty in stock at both Amazon and Ring.

  Business Response

  Date: 07/24/2023

  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: 07/24/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/23/2023

  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 a Ring.com home security system years ago. The company claimed to provide 24/7 security, even during a power outage and/or internet outage due to built in battery back-up (24hrs) and built-in SIM card. I've been receiving alerts on the Ring app that my security system is 'offline', which I found strange. This was happening during power and internet outages. I completed a factory reset on the Ring.com base station and during set-up, I experienced technical issues and decided to call Ring customer service.The representative informed me that I my Ring base station NEVER came with a SIM card. This means for years, I've been paying $150/year for 24/7 protection, but should my power/internet go offline, I've had no protection whatsoever. I was upset. The rep said he would send me a replacement gen2 base station to replace my current one. 1 week later, nothing. I called customer service, spoke with a rep and a supervisor. Supervisor informed me the order was placed, no ETA and was unhelpful. She kept on repeating the same statements and brushed off assisting me further and didn't seem interested at all in what I had to say. I was given a $45 credit by the initial rep.So here I am, with an alarm system that is not protecting me properly. No ETA on the replacement part. No ownership on Ring.com regarding the missing SIM card which should have been detected during set-up. What if my home was burglarized during a power/internet outage? Changes are low, but it's still possible.I want my replacement ASAP and I would like to see further compensation provided for this incident. I do not feel safe with this alarm system and already spent hours troubleshooting, talking to customer service and creating this report (combined).

  Business Response

  Date: 07/24/2023

  Hello ******,

  Thank you for bringing this matter to our attention. With regard to your mention power/internet outages, your Ring Alarm Base Station is equipped with a battery and cellular backup feature. This means that if you lose power, your Ring Alarm system will continue to provide security on the battery backup for up to 24 hours. I will have a member of our Executive Resolutions team reach out to provide more information regarding your Ring Alarm security system.

  Regards,

  The Ring Team

• Initial Complaint

  Date:07/20/2023

  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.

  For security purposes, we purchased from Ring multiple products for our rental properties. 02/15/21: we purchased Ring Stickup Cameras. They worked for 6 months after purchase, then we started to have technical problems. For over a year, we have been contacting Ring Customer Support to help with technical issues. Every time we call, they have us do troubleshooting steps onsite where we physically drive to the property which cost us manual labor cost and time and over the phone. We have done these steps countless times and waited for the seasons to change as instructed. Ring has blamed the Wi-Fi connection, batteries to the cameras, the wired and unwired feature, solar panels and time of year. With each of these passing on the bucket blames, we endured the torture of each step. We rebooted, restarted, reset and reconnected the cameras to the app and to the router and modem countless times. We purchased solar panels because they said that would fix the issue and provide a back up to the batteries. We purchased All New Batteries which we now have a total of 20 batteries in our stock. We have waited for the seasons to change because supposedly the cameras were not working properly due to sun exposure to the panels. On and on The prevention and troubleshooting steps have been taken and nothing works. We requested Ring to send a technician to the property to inspect the cameras because it does not make sense that they stopped working after 6 months of purchasing. The batteries are inserted into the cameras and within One Day, the batteries are entirely drained. And again, we purchased new batteries for back up and those batteries drain after One Day. Today we said ENOUGH after talking once again to customer support. We demanded a supervisor to help resolve our issue. We are not asking for anything more than to resolve the non-working cameras either by repairing them or replacing them entirely. We have spent countless human resource hours and money. This is ENOUGH.

  Business Response

  Date: 07/21/2023

  Hello Neighbor, 

  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 do not have technicians available to come to your property for troubleshooting, I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 
  The Ring Team

• Initial Complaint

  Date:07/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted July 9th due to a non-functioning camera. During the call, I also inquired about upgrading one of my other cameras to the spotlight pro, after speaking with a supervisor I was informed that they could not upgrade my camera for a charge. However, they would give me a $30 credit and a 35% off coupon that I could use during prime days. I was advised that I could take advantage of the same prime day offers and get those savings as well along with the coupon that I was being provided. I waited patiently for the Amazon prime days, and noticed that ring.com did not offer the prime prices on their website. I even placed the camera in my shopping cart in hopes that when I got to my total screen that the camera would be reduced down to the prime price and it wasnt so I called back and spoke to a very rude representative. I requested to speak to a manager and was advised that I would receive a call back within an hour that never happened. The following day in the afternoon I did receive a call back and the manager told me that he could not honor what I was told. Ring is is obviously training their employees to lie to their customers. It is terrible business. Honor your commitment.

  Business Response

  Date: 07/21/2023

  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: 07/21/2023

   
  Complaint: 20351686
  
  I have not received a call. Not sure why their first response is we will call the client. That is not a solution just wasting time to not correct the issue for the BBB to close out the complaint. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/30/2023

  Hello **************, 

  Thank you for providing an update on the matter. Our Executive Resolutions Specialist contacted and spoke with you on July 21st to discuss a resolution to your needs. If you have any further questions, or if you wish to pursue the solution we've offered, please respond to the email thread established with the specialist assigned to your case.

  Regards,

  The Ring Team

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20351686
  
  I am rejecting this response because: this was not a resolution. Ring is not accepting ownership of the information that I was provided by one of YOUR managers. I do not accept anything less than what I was previously offered by the manager on your recorded line. The representative that responded to my complaint treated me as if I was illiterate. To make things right with a customer you do what is right and what was initially promised. I find that RING is dishonest and do not care about the relationship they have with their customers. I believe that RING would prefer to loose a client instead of taking ownership of their mistake and following through with what was the initial resolution. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/18/2023

  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 camera plan shows expired when I have receipts showing 1 year of service was paid in full. Ring reps claim there is no way to escalate the matter. Or provide a ticket number. My images have been deleted, with no action from Ring to get the matter settled.

  Business Response

  Date: 07/19/2023

  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