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:07/17/2023

  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.

  Replacement. I contacted Ring in early June to report that my Ring Spotlight camera wasn't charging anymore, which is powered by a solar panel. They indicated that the camera's battery was too low and they couldn't trouble shoot it. I removed the battery and fully charged it, and called back the following day. When they were trouble shooting the device, they said that it was fully charged and that there was nothing wrong with it. I waited to be about 50% and called back, they said that they couldn't find anything wrong with it. I called several days later, the Tech Support indicated that my solar panel was no longer working and that they were going to send me a replacement and that they were going to send me an email with the replacement info. I waited several days and nothing. I called back and they indicated that they have no record of the replacement. They place another replacement order, and gave me the same instructions. I waited couple days and call back, they advised that it usually takes **** business days for the order to be processed. I waited another week and call back. They requested a little more time. It has now been almost a month. I called back today, they informed me that the replacement was cancelled and that they needed to start a new claim. At this point, I am very upset and the representative has the audacity to say that I should continue to be patient as Ring is giving me a replacement for free. But, clearly the device is still under manufacturers' warranty. Note, that I requested to speak to a manager in several occasions, but none of the representatives ever escalated my request. They ignored me and continued to ask if there was nothing else they could assist me with. Eventually, I got tired of asking and hanged up as I didn't want to continue to waste my time. It has been about a month, and my replacement hasn't been ordered/shipped.It has not been almost 2 month since I contacted Ring for a replacement, and nothing yet.

  Business Response

  Date: 07/19/2023

  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:07/15/2023

  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 brand new ring camera from Best Buy paid to get it installed once operation the battery was almost dead out of the box not sure if this is a quality issue or a problem Ring needs to send a new battery

  Business Response

  Date: 07/15/2023

  Hello ****, 

  Thank you for bringing this matter to our attention. When unboxing your new Ring device, we recommend using the included charging cable to charge the included battery to 100%. Please be advised that a full charging cycle can take anywhere from 4-8 hours. 

  Regards,

  The Ring Team

  Customer Answer

  Date: 07/15/2023

   
  Complaint: 20325628
  
  I am rejecting this response because: charger was not included need a new battery 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/28/2023

  Hello ****,

  Thank you for providing an update on the matter. Your new Ring device is powered by a lithium-ion battery. As a safety measure, Ring does not ship package the batteries in a fully charged state. Your package should include an orange USB charging cable that can be used to recharge your battery pack as needed. Please ensure that you have emptied all the compartments in your packaging to locate the charging cable. If you do not have this cable in the box, please feel free to contact our dedicated support team to request a replacement charging cable. Additional battery packs can also be purchased on our website if you would like to have an extra battery on hand. 

  Regards,

  The Ring Team

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20325628
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/14/2023

  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.

  Purchased a Ring Stick Up Battery Camera a few weeks ago.Cant get the battery to hold a charge more than 18 hours. Called Ring support and was told most likely was a bad battery and that I needed to go on-line and purchase another battery to see if this remedies the situation. I strongly complained that I should not need to pay for another battery to replace a defective one that never worked correctly from day one. I was told that was Ring policy on how to troubleshoot this problem. I am going to throw the unit in the trash if I cant get it to work correctly.

  Business Response

  Date: 07/15/2023

  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:07/14/2023

  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 purchased a solar panel from ring didnt work I purchase another didnt work I purchased another #3 this one I kept. Ive asking them several times over the last 2 yr to refund my money 7/14/23 I spend 2 hours on the phone and still no refund I have the email receipt of t purchases. The solar panel are to charge the bell but it dont all 3 panel didnt work I kept one for holding my bell thats all its good for I have direct Sun and it never charged to bell

  Business Response

  Date: 07/15/2023

  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:07/13/2023

  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 purchased a Ring security system in late June for $910.81. I got it on 7/6.23. I began setting it up and found the base station did not work. I sent it back the next day with a Ring *** shipping label. I have not received a replacement part as promised. I contacted Ring and asked for a 30 day no questions asked refund as promised on their website. They asked me for information on the back of a camera that was unopened and then kept me on hold for 45 minutes. They did not need this information and this violated their no questions asked refund policy. If you look at their history on your website I believe, in my ******** opinion, they a committing fraud by making refunds impossible. I will gladly return the useless equipment in my possession.

  Business Response

  Date: 07/13/2023

  Hello ******, 

  Thank you for bringing this matter to our attention. We understand the importance of receiving your refund in a timely manner. I see that our team is already in the process of helping you to return your order for a refund of your purchase. Please continue to work directly with our dedicated support team for a timely resolution.

  Regards,

  The Ring Team

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20314576
  
  I am rejecting this response because: I am in the process of returning all Ring equipment, except the base station which was never sent back to me. Ring has all documentation of the base station being bad and being sent back. New base station was never sent back. Once all equipment has been returned and I have received a full refund (including base station, I will consider the matter closed.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/17/2023

  Hello ******, 

  Thank you for providing an update on the matter. I can see that our team is in the process of receiving all of your items back so that a refund can be processed. Please reach back out to our support team for further assistance if you do not receive the full refund once it is processed.

  Regards,

  The Ring Team

  Customer Answer

  Date: 08/05/2023

   
  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:07/12/2023

  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 purchased a ring camera from them, i returned it because it wouldn't power on, i called them and reached out several times, no one got back to me and now i am out $73ish even though i returned the product!!!

  Business Response

  Date: 07/13/2023

  Hello *****,

  Thank you for bringing this matter to our attention. I am not seeing any Ring.com orders for your account marked for return. Can you please provide the original Ring.com order number that you attempted to return for a refund?

  Regards,

  The Ring Team

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20309998
  
  I am rejecting this response because:
  001-5234910

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

  Business Response

  Date: 07/14/2023

  Hello *****, 

  Your Ring account shows that the device that was shipped out with that order is currently registered to your account and actively retrieving events. If you wish to return that device for a full refund of your purchase, you can start the process through this link: ********************************************************.

  Regards,

  The Ring Team

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20309998
  
  I am rejecting this response because:
  i DID do that, returned it months ago!!!

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

  Business Response

  Date: 08/15/2023

  Hello *****, 

  Thank you for providing an update on the matter. As mentioned, the Ring device that was provided with your original order is actively registered to a Ring account. At this time, your order is ineligible for refund.

  Regards, 

  The Ring Team

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20309998
  
  I am rejecting this response because:
  I will open a dispute then, thanks

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

• Initial Complaint

  Date:07/10/2023

  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.

  We purchased 3 cameras from Ring in May 2022.We paid $1,600 for the cameras and the first installation. The cameras have never worked properly. One of the cameras will work for a few seconds and kick off. Ring said our internet wasn&#**;t strong enough. We had our internet provider come out and give us premium service. Our internet provider also put in a brand new pole and new wires. After all of this our security cameras still don&#**;t work. Ring has had us contact Ontech 3 times about the issue and we&#**;ve been charged $149 each time. This issue has been going on for 1 year and 3 months. Each time we contact Ring we&#**;re told the problem is with out internet, and each time we contact our internet provider we&#**;re told it&#**;s the cameras. The last time we spoke to Ring was last week and they wanted us to climb the ladders and reboot the cameras. My wife and I are in our 60s and unable to that.

  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 with your connectivity. 
  
  Regards, 
  The Ring Team

• Initial Complaint

  Date:07/09/2023

  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 bought 4 ring door bells and 1 door berll camera and they all work for a while and then that stop working. I have spoken with Ring several times regarding this issues. they ******** battery we charge it still does not work. My camera peep hole door **** gives a constant error.

  Business Response

  Date: 07/13/2023

  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. We are unable to locate any recent contacts for your account with our support team, but we would love to assist with your Ring devices! Please contact our dedicated support team at your convenience over the phone at *************** so that we can partner with you towards a resolution.

  Regards,

  The Ring Team

• Initial Complaint

  Date:07/08/2023

  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 contacted Ring support on 6/19 about a technical issue with a camera that is less than a year old. They confirmed it was faulty and agreed to replace the item. It has been over 20 days and they say they are backordered with no ETA on availability. I can go to the Ring website and purchase any new product with no backorder. I need a reaolution for the faulty product I was sold.

  Business Response

  Date: 07/09/2023

  Hello ******,

  Thank you for bringing this matter to our attention. We strive to provide our neighbors with top-notch support to ensure they can get the most out of their experience with Ring. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 
  The Ring Team

  Customer Answer

  Date: 07/10/2023

   
  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:07/05/2023

  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.

  I purchased a Ring Floodlight Camera Wired Pro and Video Doorbell Wired Pro 2 Bundle on April 19, 2023. The products were working as intended; however, now the Video Doorbell Pro 2 is no longer detecting "motion" correctly, meaning, all notifications are being identified as a "motion" despite being a "person" or "package" (attached). It's important to note that I shared these photos with the Ring supervisor. It's clear the sensor is faulty. You can see a person in the frame but the notification and in-app event display as "motion". Functionality to detect "person", "motion" and "package" was the key reason why I purchased these specific devices. This feature is working on my floodlight but stopped working for the doorbell. I called customer support, but it was a joke. After insisting I speak with a manager, the agent kept deflecting, but finally transferred me, having me wait 20 minutes. I was on the call in total 1 hour and 57 minutes (attached) before the supervisor hung up on me with no call back, despite earlier providing my number for account verification and confirming they had a callback number for me.Sadly, Ring doesn't stand by their products, even though they said it's within warranty, nor do they ultimately care about their customers. I asked to speak to a corporate employee, since the support team is outsourced, but they advised that, if they escalate internally, corporate *** not respond. CRAZY.Despite a tornado warning going off in my area (which they heard and acknowledged), 103 degree heat and multiple troubleshooting attempts (almost all redundant), Ring insisted, unreasonably, that I continue troubleshooting. Then, the supervisor simply hung up on me with no callback. To solve this matter, I need a new (not refurbished) Video Doorbell Pro 2. I purchased this specific device for security and a sense of comfort. If the doorbell is not able to detect motion correctly/differentiate between a motion and person, then it defeats the purpose.

  Business Response

  Date: 07/06/2023

  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