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:06/14/2023

  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.

  Purchased two ring floodlight cameras from ********************** in 2019. Installed one at the house and one at the neighborhood pool (******** President)The pool camera stopped working sometime in 2021. We removed internet and removed it from our profiles in the ring app. Discovered yesterday we were still being charged a monthly fee from Ring. Tried to connect via chat with customer service three times today. the third time, I spoke to someone named ************. I explained two cameras, gave addresses on both and asked her to cancel service for **** Spring Forest Way, ******* ***** *****. She did and sent the confirmation via email. I got the confirmation to discover she cancelled my HOME, not the pool. I called and got someone who could not find the pool device, could not help other than put me on hold to check with his "local team" No results. When I asked about compensation for the trouble of ***** cancelling my home account, he asked authorization to charge my credit card to reinstate the service. Come on, I just spent from 9:15am to 2:40pm on the phone and chat with you people cleaning up this mess and have ZERO resolution. In fact, you made it worse by cancelling the wrong service. Reinstate and then Comp me the rest of my subscription (through March ****) please.

  Business Response

  Date: 06/15/2023

  Hello ****,

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

  Customer Answer

  Date: 06/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am still working with **** to stop the charges, but her help is sufficient and I appreciate the assistance and confidence in her skills. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:06/14/2023

  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.

  After seeing my floodlight camera wired device get a pink hue on the screen I knew it was failing as it has before. Last time Ring.com sent me a new device without a problem. This time after troubleshooting for hours and several different phone calls (6/8/23 and 6/14/23) all they offer is a discount code. I even offered to pay the difference for an upgraded device so I won't have to worry about budgeting to pay for failed devices every couple years. They refused to do anything but have me buy another device. ******* at customer support, and the Access Team, failed on this one. Why pay all this money for devices when they will break in a few years and you have to start all over???

  Business Response

  Date: 06/16/2023

  Hello ******,

  Thank you for bringing this matter to our attention. I see that you've recently spoken with our support team and worked towards a resolution.

  Regards,

  The Ring Team

  Customer Answer

  Date: 06/16/2023

   
  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:06/12/2023

  Type:Billing 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 September 13, 2022, I initiated a payment ****** to our service provider for the Ring Protect Pro Plan, under which the provider is expected to monitor our property's security. However, despite my payment and numerous attempts to provide the required proof, the company continues to request evidence that the payment was made. I sent proof through email on September 21, 2022.After I provided proof they told me they would not give my money back because they did not know who I am. My husband and I both were on the phone with them. They told me I couldn't make the payment because my husband (***********************) was name on the account. I told them I pay all the bills.We still have the Ring doorbell but not the services we paid for. We don't even have a basic plan.

  Business Response

  Date: 06/13/2023

  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: 06/14/2023

   
  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:06/12/2023

  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.

  I had my ring doorbell smashed and my front floodlight camera gave me an error code that it couldn't record. I've been having this issue with my front floodlight camera and ring hasn't been helpful. **************** was rude. I'm blind and I was told multiple times to go read the fine print. Asked for a supervisor and sat on hold for 30 min to no avail. This is a gross and dishonest company. No wonder they have such a negative rating. I will not stop here as I'm blind and wasn't giving the correct treatment. I have no doorbell camera and my floodlight camera still doesn't work. ****** a supervisor was just as bad. Stolen doorbell. No replacement. Handicap. Floodlights aren't here now the next morning. So im out 2 Floodlight cameras a doorbell cam, solar panels and 5 batteries. They say the will replace but let it happen and the supervisor will tell a blind man to look it up online. Definitely seeking legal assistance and or a class action if my items aren't replaced

  Business Response

  Date: 06/13/2023

  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. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 
  The Ring Team

• Initial Complaint

  Date:06/11/2023

  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.

  There are few scammers on there neighborhood by ring ????Scared and nervous and worried

  Business Response

  Date: 06/16/2023

  Hello ******, 

  Thank you for bringing this matter to our attention. The Neighbors app by Ring is a great way for communities to come together and post safety related content to keep their neighbors aware of events around their neighborhood. To ensure that we ****** a welcoming and inclusive environment for user to participate in, we have a moderation team actively working to make sure that all posts and participation stay within community guidelines. If you have any questions about the use of the Neighbors app, please don't hesitate to contact our dedicated support team via phone at ***************.

  Regards, 

  The Ring Team

  Customer Answer

  Date: 06/16/2023

   
  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:06/06/2023

  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.

  Hello:I Placed an order#: 001-5217740 on May 29, 2023.I ordered a Ring Door Bell 4. It was stated that the order was delivered. I have not received it. I moved into my new home on June 1st and need this.Everything should have been delivered to:Customer Information Shipping address *********************** *********************************************************************************************************************************** address *********************** ************************************************************************************************************************** I called customer service and was on the phone for almost 30 minutes, constantly being told it will be a few moments to speak with this team and that team and logistics. Nothing was resolved. Still no bell or money back on my card. Very disappointed in your service here in *******!Why would I want to give my business to a company with this type of abysmal support and care?Please provide me with a full refund asap!Over and Out,Veteran *****

  Business Response

  Date: 06/06/2023

  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 see that you've been provided with a refund for your order. Please allow 5-7 business days for the refund to be reflected with your financial institution.

  Regards,

  The Ring Team

  Customer Answer

  Date: 06/06/2023

   
  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:06/05/2023

  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.

  We bought the ring bell. Email on file is ********************* My husband has called numerous times because it doesnt work. First hes told its the battery so they send a new battery, Then told maybe a new cover because maybe the connection not right. Then told maybe the wifi not close enough so my husband bought an extended. It keeps not working, Battery keeps dieing. Only works if you change battery,Great right? No,because when youre away which is why you need it, it doesnt work because the battery dies. No none I know that has a ring has this problem, Today I had to call for the first time because my husband was too busy working. First they make me give them all kinds of info. They know the account isnt in my name and have me send a code to my husbands phone who they know is not with me because I told them all this. Then tell me they cant speak to me because Im not on the account, theb they speak with me but want to trouble shoot but tell me I need to be home when I told them I wasnt. I requested a new ring bell, no need to troubleshoot, weve been through this over and over and it doesnt work. We need a new ring bell. Nothing they have told us to do has worked. I then spoke with a supervisor who also insisted we had to troubleshoot first. My husband tried everything when I got home that theyve had him do in the past to troubleshoot, if there was anything more to do it would have been done all the other times. What a horrible company to not stand by their product. We want a replacement,

  Business Response

  Date: 06/06/2023

  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. Please be advised that if the Ring account is listed under your spouse, we may need to speak with them at some point in the process for account security.
  
  Regards, 
  The Ring Team

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20147296
  
  I am rejecting this response because:
  As stated in my complaint my spouse works and there should be no reason why they cant speak with me. This is a ring bell not a medical issue or something private. We need a replacement. We were sold a defective product. My husband tried everything theyve told him to do and still the same issue. My husband works all day and cant be on the phone with this. That is why I called. As of matter of fact I purchased the ring bell not my husband. It was bought from target. They should be speaking with either of us. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/21/2023

  Hello ******,

  Thank you for providing an update on the matter. I see that you have been able to receive assistance with your Ring device inquiry through the designated Resolutions Specialist who was assigned to your case. For any additional questions on this matter, please respond to the email thread that was established with the resolutions team. For any other questions, you can reach our dedicated support team at ***************. 

  Regards,

  The Ring Team

• Initial Complaint

  Date:06/05/2023

  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 have a Ring Floodlight Camera that suddenly stopped working; it will not access the setup mode to reconnect it to my wi-fi network. It is hardwired and was installed by a licensed electrician. After several failed attempts at holding the reset button, I declined the representative's request that I disconnect the wiring -- I am not an electrician. Ring's representative then advised that my camera is no longer under warranty (apparently it was activated 2.5 years ago) and is not eligible for replacement. They offered a 35% discount that can only be used on Ring's website. Even if I were amenable (and I am not) to the discount, I do not want to be restricted to purchasing only on the Ring site. I own 19 Ring products and have also bought and gifted 6 additional products -- clearly, I like the product and business model. The floodlight camera that ceased to work is the newest of my floodlight cameras. I had not even considered a replacement when I called Customer Support because I assumed it was some type of glitch that could be remedied during the phone call. Now that it appears to be a more in-depth problem, I am disappointed with Ring's response and want a different resolution option.

  Business Response

  Date: 06/06/2023

  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

  Customer Answer

  Date: 06/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I was contacted by the *********, Executive Resolutions Team, on Tuesday, June 6,2023.   ********* and I discussed the situation and he provided a resolution that was more than acceptable to me.  He was very professional and also personable.  He followed up when he said he would and provided excellent service.  My issue was fully resolved (replacement delivered and installed) by Monday, June 12, 2023.

  I am sorry that the BBB intervention was necessary, but I am very pleased with the manner that ********* provided support and resolution.

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

• Initial Complaint

  Date:06/03/2023

  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.

  The customer service when I first became a customer was outstanding and *** based Now customer service is overseas based and the **************** Representative do not understand my questions consistently. There is too much time being put on hold and it takes way to long to get simple problems Resolved. Its painful. I keep asking for a call from a usa based supervisor and these **************** people must get in trouble for getting a supervisor because they either disconnect me or tell me ones not available. This is gonna going on many times. Id like a call from a *** based support / customer service person .

  Business Response

  Date: 06/06/2023

  Hello *******,

  Thank you for reaching out regarding your request for support. In order to better understand your RIng account needs, can you please provide more information regarding what you are needing support with?

  Regards,

  The Ring Team

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20139615
  
  I am rejecting this response because:

  I need a better contact for service their overseas customer support is horrible I need call from the executive resolution team. 

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

  Business Response

  Date: 06/21/2023

  Hello *******, 

  Thank you for providing an update on the matter. While we do not offer an account management solution that would provide a dedicated specialist for your account needs, we do offer a service known as Premium Support. Ring Premium Support through Ring Protect Pro offers our neighbors a dedicated support service that would direct our support team to route your calls straight to an advanced support specialist. This service may also provide you with a shorter wait time to reach an associate when you need account support.

  I understand that your time is valuable, so this may be a potential solution to meet your account needs. If this is a service that you would find beneficial, you can review the additional benefits included with upgrading to Ring Protect Pro here: ************************************************

  Regards,

  The Ring Team

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20139615
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  i ALREADY HAVE A RING PROTECT ACCOUNT AND I STILL HAVE POOR SERVICE BECAUSE THE POEPLE WHO ANSWER THE PHONES KEEP PUTTING YOU ON HOLD AND WASTING MY TIME ANYTIME I CALL.

• Initial Complaint

  Date:05/30/2023

  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 2020 Ring doorbell 2 Cost $150 Protective lense coating/cover on outside of ring camera is peeling which causes blurry recording.This is common problem with the ring camera that can be verified with a simple ****** search.I contacted customer service and they provided a coupon for 35% towards the purchase of a new camera, since my camera is out of warranty.I told them this was not acceptable as I was expecting a robust product that last at a minimum of 5 to 10 years.I would like to have my camera replaced

  Business Response

  Date: 06/06/2023

  Hello *******,

  Thank you for bringing this matter to our attention. The Ring Doorbell is a great way to monitor activity in front of your home in real-time. Over time, security cameras in various environments may experience wear and tear; especially when they are positioned outdoors. If your device did not get registered with the extended warranty, it seems that our team as offered an exclusive neighbor discount to purchase a new doorbell for your home. This could also be used towards a newer, upgraded Ring Doorbell model for your home at a deep discount.

  Regards,

  The Ring Team