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:07/03/2023

  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 no idea it wouldn't show photos ever again after 28 days. I asked is there anything else to pay and your evil **** said nothing. If she gets robbed with this camera that's okay. But not me. All she had to say was that it will block out all the cameras until you pay the $4. I have all these clouds and a wifi for 50$ a month. I have to ask for my money back for not telling me about the 4$ and hating me upon finding out. You really missed out on the product in ******* style defeated/debase. I had no idea there would be blank. You have to find out what 30 day trial means. I am in a stalking situation. What you said did not explain that there will be blanks and I can't download with a 50$ a month modem. Then these buttons that make the program got blocked and no picture at all and it doesn't mention 4$ critical dollars when you DL the app at all. The blanks where I have all the hardware to take videos for security, but for 4$ you leave me for dead. No photos or videos at all. Give me my money back for the camera. The measley 4$ for the total dirty about blocking everything. I thought it would go to share, but all the buttons died and not picture at all. You won't be able to keep your videos is a lie. The images are blocked and there are blanks without the measley 4$. I have a bunch of other stuff that can take photos and videos all day to share if I want. Pay 4$ to get the allow for images with the ring app or there will not be any images at all. There are no videos saved at all. The unexplained block for a measley 4$ and you don't want to commit to how it was a security camera. Evil-**** wouldn't budge even for explaining the staff in my public housing robbed my studio. It is all what you make it in the camera spirit. An employee without any corporate. My issue has a case number with Target's corporate:149015506. Citizens like myself might have to work the camera to a smartphone for domestic terror and you are not the help around here.

  Business Response

  Date: 07/03/2023

  Hello ******, 

  Thank you for bringing this matter to our attention. The Ring Protect Plan is an optional subscription that will allow you to record and store any events that are captured by your Ring camera to be reviewed and downloaded as you see fit. Without a subscription, the Ring cameras will still provide you with real time notifications and live viewing abilities. All Ring cameras are equipped with a complimentary 30-day trial period to allow users time to determine if they find value in the service for their security needs. 

  We provide an in-app notification during that trial period about when the trial will end and include information about Ring Protect on and inside of the Ring packaging to educate our neighbors about this service. If you are experiencing any issues with your Ring camera loading live video or notifications, please contact our dedicated support team at *************** so that we can assist you with troubleshooting. However, if you would like to use a Ring Protect subscription for your camera, I've included helpful information about the plans that we offer here: ************************************************.

  Regards,

  The Ring Team

• Initial Complaint

  Date:06/29/2023

  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.

  On or about the 13th of this month I reached out to Ring with an issue of a piece of equipment (a solar charging unit) that was not working. The employee told me she would order a replacement and send me a return label for the broken equipment which I received and sent the broken equipment as I was told. Not at any time was I told of any issues with the part being out of stock or on any sort of back order. Today the 29th I called Ring again to ask why I had not received any more info on the replacement. This is when I was informed by Ring the part in question was out of stock and they had no idea when it would be restocked and was told I would simply have to wait with no further information. I asked if that was the case why I could not simply return the camera that came with the charger and be sent a new one. This is when I was told that it is their policy not to ever do that. Admittedly I was very frustrated by this point as this is the second time in a year the equipment has had an issue so I chose to end the call and end my subscription for the service. When I went to my bank info to make sure they had not charged me yet for another month I noticed that they had double charged me for last month. I am a physically disabled person on a fixed income and as a result of this double charge was over drawn on my checking account resulting in a $38 fee from my bank. I would like to simply be reimbursed for the double charge as well as its resulting $38 dollar fee and get a resolution for the equipment I paid for.

  Business Response

  Date: 06/30/2023

  Hello ******, 

  Thank you for bringing this matter to our attention. I will have a member of our Executive Resolutions team reach out to assist you with regard to the replacement solar panel and to explain the breakdown of your subscription billing.

  Regards,

  The Ring Team

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20255239
  
  I am rejecting this response because:
  

  A manager of said team is the one who informed me that they had no idea when the solar panels would be back in stock and my only option was to wait without even an estimate as to when the item might come back into stock. While problems with supply chains can an do happen and to some extent are understandable.

  Telling a paying customer who has spent hundreds of dollars on your equipment and subscribes to your service that they will simply have to wait for a replacement with no further information on even an estimate when the stock issues maybe resolved is not acceptable to me. 

  I would however like to know the reason why for months the amount I agreed to pay for services was deducted on the same day as my bank records show yet for the month of May show being billed twice, once on the 15th and again on the 31st as my bank records also show. 

  As a phsyically disabled person on a fixed income every cent i receive from my federal benefits is something I try to account for. I cannot however account for a buisness who without any sort of warning decides to bill my account twice in the same month. 

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

  Business Response

  Date: 07/03/2023

  Hello ******, 

  Thank you for providing an update on the matter. I see that you have scheduled a callback with one of our Resolutions Specialists this week who will partner with you on your replacement solar panel and will be able to answer any questions about your billing inquiry.

  Regards,

  The Ring Team

  Customer Answer

  Date: 07/07/2023

   
  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:06/24/2023

  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.

  I purchased multiple cameras for my home and at first it worked fine but with time passing by, it started updating every minute for 15 minutes, which never helped with recording now it doesnt record anyone who comes to my door. *** had multiple items stolen from me without the camera even catching when it was stolen or who stole it. Ive spent hundred of dollars on Rung products but after 30 days of purchase, they dont help you at all.

  Business Response

  Date: 06/26/2023

  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:06/24/2023

  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.

  *** spent more time trying to fix my ring door bell than the amount of time it worked for. After spending countless hours going through rings trouble shooting tips, reinstalling everything, and figuring out what each flashing color meant, I contacted customer support via chat. They had me try everything I had already tried and then said sorry, we cant help you, youll need to call our support line. So I do the same process over again and again they have no idea why the device is behaving this way. So no one at ring knows whats wrong or how to fix it and the best that Im offered is a discount on my next ring purchase? I understand that my device is out of warranty but Im sure you can find in your records that the device only worked for about a week. Why would I want to purchase another ring doorbell when it only worked for a week in the first place and no one seems to know how to fix it? Its ridiculous that I wasnt offered a replacement. For how much money this company makes, they could definitely afford to replace a single doorbell. Really disappointed in the customer service here. Do better, **********************.

  Business Response

  Date: 07/05/2023

  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:06/23/2023

  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.

  Yes I&#**;m we&#**;ve had two different H33353533**3037**32**Hs the first one we got we had to send back to ********** wards which is I have no problem with that they did us right on it right now we ordered another one through ********** and again after 45 minutes then we got in January anyhow did things start doing the same thing that the other one had done the picture started chomping up when you couldn&#**;t see him on your phone but the doorbell itself it don&#**;t work with you can talk back and forth on it until any I&#**;d reached out to ********** and they told me I had to reach out to the main factory because it&#**;s been over 3 months okay so I reached out to the manufactory I&#**;ll tell you I&#**;d like to have my money back I&#**;ll send it back so I got tired of arguing with him about that that&#**;s okay can I just send it back and just cancel out the rest of the bill that we owe on it because we&#**;re getting it from ********** and we&#**;ve already paid over $100 on it and we still owe $153 on it and we don&#**;t think it&#**;s right with us you have to pay for something like this when it don&#**;t work and you know we just wanted to send it back and have and have them cancel I don&#**;t order and so anyhow I would appreciate it if you all could help us with this me and my husband you know we live on a fixed income and you know we really can&#**;t even afford to H33353533**3037**32**H in the first place but before security purposes that&#**;s why we got it because we&#**;re both we&#**;re both disabled and you know so we felt safer by having it but if it ain&#**;t going to work for us and this is why I was trying to explain to ********** and the manufactory so I would appreciate if you all can help us thank you and may *** bless you

  Business Response

  Date: 06/26/2023

  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. Based on what you've described, it sounds as though you may be needing some assistance with improving your signal strength to the device for optimal video streaming. While we are unable to provide you with a refund for a Ring device that was purchase through a non-Ring vendor, I will have a member of our Executive Resolutions team reach out to assist you further with your device performance.

  Regards,

  The Ring Team

• Initial Complaint

  Date:06/21/2023

  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 Purchase the ring product peephole camera from ****** for $200 it doesn't work the way It's supposed to work.I have been having problems from the beginning with this camera. I was given a replacement and it still does the samething. I am disabled with very Serious disability. I rely on a camera that works. I have spent more then 4 hours with customer service and almost 2 hours the other day trying to Is trouble shoot.This is crazy I have troubleshooted everything it seems to be doing the same thing it loops. It doesn't record all the time it cuts out and I'm not happy and I asked to be sent a different camera of a different style, I Was told that I'm not able to get it because I bought my product from ****** and I didn't buy it from your website, I just bought this 3 months ago I would've returned it and got my money back but you guys assured me that the new model was an upgraded model and it would fix these problems. And it did not and I asked for a new version of a different model and I was told I can't. I have spent $200 with you guys and a service of $6.50 a month. That's not fair to me. This is a big company and I've been having problems with this camera from day one. I've sat down and troubleshooted with your staff for hours upon hours. I would like a Spotlight Cam Plus or my money back that I spent a Low's.

  Business Response

  Date: 06/22/2023

  Hello ****, 

  Thank you for bringing this matter to our attention. I see that you are currently working with a member of the Ring Executive Resolutions team. Please continue to work through them for any questions you may have so that we can assist you in reaching a resolution.

  Regards,

  The Ring Team

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20216515
  
  I am rejecting this response because:

  I am not happy with the executive that has reached out to me from ring at all. This person does not understand customer service. I don't understand how ********************** doesn't care about customers? I'm paying a monthly fee of 650 a month. Why wouldn't you want to keep customers happy don't understand at all.

  I am being sent the same camera and this is the 3rd time with the same camera and it's unacceptable. I would have returned this camera but I was convinced by your staff that the new camera that I will receive will fix and correct the problem but it hasn't.

  I also feel like I was under the assumption that ring was out for their customers to help them and guide them through and make sure that they're happy at. The end of the day and I'm not happy. I spent two hundred dollars on an item that doesn't work correctly.

  I have spoke to the executive that does not want to turn around and help me. This executive doesn't understand when someone spends $200 on a company and 650 a month that they require services and not getting those services should require. Attention on this person just doesn't care.

   At the end of the day there's 2 options either. I go to small claims court and get my $200 plus all court and lawyer fees. Or you guys can send me a camera the spotlight cam battery operated that's a vequal value.

   Let me know what your next steps are because you're executive is not working for me.

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

  Business Response

  Date: 07/03/2023

  Hello ****, 

  Thank you for providing an update on the matter. Our Executive Resolutions team has offered you a one-time exchange of your camera to the Spotlight Cam as requested. Please continue to partner with your designated specialist for any troubleshooting or guidance once your replacement unit has been received. 

  Regards,

  The Ring Team

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20216515
  
  I am rejecting this response because:
  I am not happy with the executive that has contacted me. This person is very rude. Has a very, very annoying voice. And I'm not happy dealing with this person at all. Please have somebody else deal with me from the executive department. Or please take your products back and return my money, this is getting way out of hand with your company.

  I have already troubled Shoot it over 6 hours with your employees. And now you guys want me to keep troubleshooting with you guys more and more. How much more do you guys want me to troubleshoot And wasting my time with this I'm not understanding this. I have another cameras from another company's with no problems.

  Who is compensating me for all my time here? I'm trying to understand this. Sitting on the phone for over 6 hours. Trying to deal with this and still sending emails and going through all of this. Who is compensating me for my time?

  Please have a Different executive reach out to me or return my money.

  Ring has misled me and many different ways. Taking advantage of the customer.

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

• Initial Complaint

  Date:06/21/2023

  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 called Ring because I could not setup the Ring app on my phone. The representative was not help. He then was asking me for a copy of my driver's license. When I said I was not comfortable giving that to him, he said he wanted a copy of my utility bill. Again, I was not comfortable with that. Then he said he would help me set up a new email address. I am a senior. I feel as if I have been harassed. The Ring web site states that they will not ask for personal information.

  Business Response

  Date: 06/22/2023

  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: 06/23/2023

   
  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:06/16/2023

  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 doorbell company business practices are borderline extortion. I had purchased a ring doorbell due to ring advertising its video doorbell as a good security measure for any home and also the fact that my packages where being stolen. What ring doesnt advertise is that the ring doorbell is essentially useless with out a subscription. The ring doorbell with out a subscription will not take something as small as a snapshot of activity at your door with out the subscription. Furthermore if your subscription expired before you have time to renew the subscription your home is virtually unprotected. I had a package stolen before I had a chance to renew my subscription and called ring to see if they had access to the event and I was told no. To add to the extortion practices customer service was terrible, my was called a liar over the phone and they over talked me and my wife as if we didnt have a valid issue with their product. I own a camera from a lesser known company that gives you basic security needs with out the use of their subscription. Ring should not advertise the ring video doorbell as a security device when it doesnt has the basic operations of other security devices that gives you the option of using their their subscription but still be protected if you choose not too.

  Business Response

  Date: 06/19/2023

  Hello ******, 

  Thank you for bringing this matter to our attention. The Ring Protect Plan is a great service to allow you to review recorded activity that is captured by your Ring cameras. This is an optional service that many of our neighbors find to be beneficial and we include information about Ring Protect on our website as well as the Ring packaging. However, without a Ring Protect subscription, your Ring cameras will still alert you to activity around your home in real time. If you find benefit in having these activities recorded and stored, we offer several different plans with different benefits depending on your security needs.

  Regards,

  The Ring Team

• Initial Complaint

  Date:06/15/2023

  Type:Billing 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 set up payment from my Debit card for family member, but they used their own Email, who is now Deceased. Ring states that because I can't access the Deceased Email then they can't Stop debiting my card. Their solution is to Cancel my debit card, I have Several auto -payments set up and can't Cancel at this time. So they are just getting Money from my account and there is No ring service.

  Business Response

  Date: 06/21/2023

  Hello Neighbor,

  Thank you for bringing this matter to our attention. We are sorry to hear of the loss of your loved one, but we do have a process in place that *** be used in this instance if you are needing to make updates on your loved one's Ring account. I have forwarded your inquiry to our Executive Resolutions team, who will be in touch shortly.

  Regards,

  The Ring Team

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20191196
  
  I am rejecting this response because, it is a Ridiculous response when the company was Already told that Nobody has access to the account, the Debit Card is in MY name they should be able to Stop debiting my account 
  
  Sincerely,
  
  T *******

  Business Response

  Date: 07/03/2023

  Hello T, 

  
  Thank you for providing an update on the matter. The safety and privacy of our users is always at the forefront of our mission here at Ring. That being said, we are unable to access or make changes to another user's ********************** account. In order to assist with your request, one of our Executive Resolutions specialists has been in touch to offer assistance with your request by asking that you provide certified documentation regarding this person's Ring account. Without the proper documentation, we are unable to proceed and would recommend partnering with your financial institution to discontinue any charges. 

  Regards,

  The Ring Team

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20191196
  
  I am rejecting this response because:

  The Bank stated Ring can stop debiting Card

  
  Sincerely,
  
  T *******

• Initial Complaint

  Date:06/14/2023

  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.

  Ring customer with protect plan + Subscription. I contacted the support toll free number, went through the troubleshooting steps and support determined the camera needs to be replaced and a replacement was ordered by support on Mon, Jun 12, 2023 at 3:47 PM.There is no support page for subscribers to check the order status of covered units.I reached out to support once again and was given the run-around. They were unable to provide a status update and said to contact them in 24 to 48 to 72 hours the person provided different time frames.I had to provide support access to my account and cameras for them to check the support request status. I was told the order was processed. Then I was told the replacement camera was out of stock. Then I was given another answer that the camera order was just processed by the same person. I asked for the order process timestamp and I did not receive an answer. I asked for the expected backorder availability date and no answer. The continuous response was to contact them in 24 to 48 to 72 hours, 2-5 days or allow 5-7 days to call them back to request an update.I have been paying a yearly subscription and thought if I ever needed support I would receive great customer service. **********************/Amazon is not providing their support team with the tools necessary to assist customers nor online account resources for their customers if they require support. I attached the email from the order, but don't want to waste more time uploading mobile screenshots of the support chat that took almost 2 hours. If necessary, I can upload the images if it will help other customers or be useful to provide evidence of why customer resources/tools would be valuable for the company and customer subscribers.

  Business Response

  Date: 06/15/2023

  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: 06/20/2023

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