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:05/30/2023

  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.

  This complaint is against Ring. I have been a Ring customer since June 2021. On September 16, 2022, my front camera (Spotlight Cam Mount Wired, MAC Address: F4: B8: 98:03: B2: A7) stopped working.I have contacted Ring's customer service team multiple times and talked to not only supervisors but also lead managers. While they have been polite, they have not been able to offer me any satisfactory solutions. I have been waiting for over six months now to receive a replacement Wired Spotlight Cam Mount. It is absolutely unacceptable that nobody in the company has taken the time to send me the correct product, as the safety of my family and home have been in danger for over six months. I have received wireless Spotlight Cameras and Plug-In Spotlight Cameras as a replacement. I am unable to use these in the front of my house. The lack of attention to detail and carelessness demonstrated by the Ring team is appalling. I need a replacement for my original order of the ***** Spotlight Camera or comparable wired camera as soon as possible.In March, I sent several letters outlining my complaints via **** Mail with a return receipt request to *****************************************************************, which is the Ring business address provided. My letters were returned and it appears that the business is no longer operating from that location. I even tried to hand deliver the letters and the office space was vacant.I demand that immediate action is taken to address this issue and ensure that I receive the correct replacement product. I also expect to be compensated for the time and effort that I have had to spend returning the incorrect products and spending countless hours on the phone with Ring's customer service.

  Business Response

  Date: 06/27/2023

  Hello Onik,

  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: 06/28/2023

   
  Complaint: 20118132
  
  I am rejecting this response because: I have yet to receive any type of correspondence from RING to resolve my issues. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/03/2023

  Hello Onik, 

  Thank you for providing an update on the matter. I see that you have been in touch with a member of our Executive Resolutions team since 6/28/23, and they have partnered with you towards a resolution. Please continue to work through your designated specialist to resolve your needs.

  Regards,

  The Ring Team

• Initial Complaint

  Date:05/30/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered Ring Camera in February because it said ship out by May, now its May 30th and theyve delayed the shipping date estimation to October without any email updates or any apologies, regret waiting 3 months for nothing and definitely am not waiting another 6 months for them to delay again. Garbage company still havent learned how to treat their paying customers. Cancelling all my subscriptions and cameras with Ring.

  Business Response

  Date: 05/30/2023

  Hello Neighbor,

  Thank you for bringing this matter to our attention. We strive to provide a very user-friendly ************************** process for our neighbors, as we understand the importance of investing in your home security. I was not able to locate a Ring account by the email address you've provided. If you could please respond and supply the email address associated with your account, I will have a member of our Executive Resolutions team reach out to see how we can best assist. 

  Regards,

  The Ring Team

• Initial Complaint

  Date:05/27/2023

  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.

  This is a complaint involving RING, LLC, Customer Support. On 05/27/2023, at ********************************* took my Floodlight Camera offline and the camera not capturing video. I did not realize the camera was offline until 3:56 p.m. On 05/27/2023 at 4:20 p.m., I contacted this company and spoke with a foreign female, first name ******. I requested the reason why my floodlight camera was offline for 3 hours. This employee refused to assist me, she was incompetent, and told me in order for her to assist me, I would have to reset the camera. I informed ****** that I was not climbing up on a ladder to reset the camera as it was mounted outside over my garage. She insisted that I do this before she could help. ****** then made an untrue statement to me telling me that I was not at home but was in **********. First and foremost, this woman did not have her listening ears on because at the top of the call, I provided my name and told her I was calling from **********. I don't know if I was talking to her from ***** because she was not understanding what I was saying to her. Again, I told her, I was 67 years old, and I was not climbing up on a ladder to reset the camera. I requested why my camera had been taken offline. I cannot believe the flimsy lie she told me. ****** told me that my Wi-Fi was "hopping around." I told her she was lying. There was nothing wrong with my Wi-Fi and my camera was not offline until Ring/Amazon took it offline at 12:56 p.m.(PST) on 05/27/2023. I advised her that hackers had hacked into my floodlight camera in the past taking it offline. This criminal behavior was going to be reported to law enforcement. ****** refused to help me. This company does not care about their customers, and they need to train their employees who are not in the US but in some other country not to lie to me about my Wi-fi hopping around. This is cyberstalking by Ring and Amazon who are working together.

  Business Response

  Date: 05/28/2023

  Hello ***, 

  Thank you for bringing this matter to our attention. The Ring Floodlight Cam is a great way to monitor any activity around your home's perimeter with real time motion notifications. If your Ring Floodlight Cam has lost its Wi-Fi connection, there could be various factors, and we would like to assist you in getting your device back online. Please contact our dedicated support team at ***************, so that we can work with you to diagnose any connectivity issues between the Floodlight Cam and your Wi-Fi. We want to ensure that you can get the most out of your Ring of Security.

  Regards, 

  The Ring Team

  Customer Answer

  Date: 05/28/2023

   
  Complaint: 20113833
  
  I am rejecting this response because:
  

  For the record, my Wi-fi was never lost, nor, was it jumping around as told to me by **********, Ring Support agent, when I called on May 27, 2023 to report this criminal hacking.  On May 27, when I notified law enforcement regarding this continuous hacking into my floodlight camera, Ring immediately put the floodlight camera back on line.  This is not the first time I have experienced my floodlight camera being taken offline.  I have contacted Ring in the past and reported these criminal intrusions in which I have documented.   **********, was incompetent and her refusal to assist me as I am disabled and was unable to climb a ladder to reset the camera.  Again, there was no jumping around of my Wi-fi and my Wi-fi certainly did not lose connection.  The high crime in Eureka, illegal drug dealing, prostitution, car thefts, home invasions, sexual assaults, criminal homeless people casing homes, etc. and having no police patrolling mostly all my neighbors have cameras mounted including Ring cameras for security.  ******, **********, is *******. My floodlight camera was hacked, taken offline, and not capturing video because there is a criminal neighbor who has used an infrared light which he has aimed at my front garage where my camera is mounted to take my floodlight camera offline including disabling the floodlights itself.  This neighborhood has repeatedly been reported to law enforcement.

  Ring should be more concerned about the sad safety if theyre customers who have purchased their cameras instead of placing profits over safety.  

   

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

  Business Response

  Date: 06/21/2023

  Hello ***, 

  Thank you for providing an update on the matter. The safety and privacy of our user's is always at the forefront of our mission. As mentioned, if you feel as though your Ring device is not performing optimally, please contact our dedicated support team for device assistance at ***************. We look forward to the opportunity to assist you.

  Regards, 

  The Ring Team

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20113833
  
  I am rejecting this response because:  I have spent countless number of hours on the phone with Ring tech support and spoke to many people.  They have in previous conversations that I would not experience anymore problems.  When I would get off the phone with Ring, the problem repeated itself.  One Ring tech wanted me at 3:00 am, in the morning to go outside and climb up on the ladder to hit the reset button on the Ring floodlight camera.  I am disabled and can not climb up on any ladder especially at that time of morning.  I have had an ATT technician come to my home and conducted all kinds of tests on their lines.  They have checked my router and found nothing wrong with the router.   Hacker(s) hacked into my floodlight camera and would turn off the lights and take it offline. This did not happen one time but at least 30 times.  I find it very peculiar, that a neighbor has Ring cameras and when my floodlight camera is taken offline their cameras are working just fine.  
  The latest incident occurring on June 18 and June 25, 2023.  On the Ring app it showed my floodlight was offline but it was capturing videos.  Then a message appeared on the Ring app on my mobile phone saying your camera is back online.  Its a neighbor at ****************** that has in the past used an infrared red light in which he aimed at my floodlight camera and took it offline.

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

  Business Response

  Date: 07/03/2023

  Hello ***, 

  
  Thank you for providing an update on the matter. As mentioned, if you feel as though your Ring device is not performing optimally, please contact our dedicated support team for device assistance at ***************. We look forward to the opportunity to assist you. If you have concerns of someone physically adjusting your Ring camera, we would recommend seeking guidance or assistance from your local authorities.

  
  Regards, 
  The Ring Team

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20113833
  
  I am rejecting this response because:  Complaints already filed with the *** (IC3) reporting the intentional hacking of my Ring camera including screenshots from the Ring App on my mobile phone showing camera offline.  Complaints were also filed with the *** and FCC in **************.   
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/25/2023

  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.

  On 4/1-4/2 my house was robbed. I have been a customer for about a year and a half. On that night ring did not record the robbery for lack of payment. They had my debit card on file but because my card was cancelled for a fraud alert I had to close the account. ********************** did send emails but all went to my spam. I had not realized that Ring could not charge the account and I didnt know that they were going to close my account. On the morning after the robbery I contacted the police. They asked if I could give them the video footage and I told them what had happened. They attempted to get the video from Ring but they were denied. When I reached out to Ring to ask why they would not give the police the video they said my attorney could contact the legal department to receive the video. I retained an attorney who requested the video of the crime but he was told the request had to come from me. I wrote a letter stating that I have asked my attorney to request the video on my behalf. The attorney then submitted the request and Ring responded saying that he should let me know to join the Pro package and then I would be able to see the video. So I called Ring to join the package tonight and was told that I would only be able to access video going forward not the video I am requesting from the past. Ring has misled me the police and my attorney. They have cost me money by hiring the attorney because they said that was necessary. They are now endangering me and my family because the refuse to give the attorney and the police the footage necessary to catch the criminals. This is a very dangerous and serious matter that Ring is taking this very lightly and it is unfair. I was told that Ring has the ability to retrieve the videos. How do I get my video? Thank you, ***************************

  Business Response

  Date: 06/06/2023

  Hello *******, 

  Thank you for bringing this matter to our attention. With regard to Ring Protect, if a subscription is unable to renew, we will make multiple renewal attempts in efforts to avoid a disruption to your services. Once a Ring Protect lapses, any recorded events are removed from our servers for the privacy of our neighbors and cannot be retrieved. To ensure that you can implement a new Ring Protect subscription, you can either log into your account on Ring.com or a member of our customer support team can walk you through this process if you give us a call at ***************

  Regards, 

  The Ring Team

• Initial Complaint

  Date:05/24/2023

  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.

  Over the last month I have contacted Ring numerous times via chat, ***************** and am constantly told my problem is being escalated and someone will call me back. It's been a month now and have still not received any calls back, have not received resolution & still don't have a working doorbell.This is the issue:We purchased and hooked up our Ring equipment around the middle of this last December. Everything worked OK until one day about a month ago when our doorbell chime activated even though nobody was at the door. The original chime mounted in our newly built home continued to "ding" even though nobody was at our door and the button was not stuck in on our Ring doorbell. When looking inside our homes door chime, we could see one of the two plungers inside continually activating and making the chime ding.This continued for over 5 minutes until the chiming finally stopped, after which our Ring doorbell appeared to be offline and completely dead. We tried troubleshooting, resetting the doorbell, etc and could never get any lights on it, or get it to work. We tested the wires outside at the Ring doorbell with a voltage meter and they appear to be getting power. All of the wires inside our home's doorbell chime, at the transformer, with the Ring power pack, and connecting the Ring doorbell still appear to be OK, yet the doorbell doesn't work at all. I've attached some screenshot from the Device Health page on their app. We feel we have been more than patient in waiting an entire month with no callbacks or resolution, but can't wait any longer with having functioning doorbell/security. We hate to have to contact the Better Business Bureau, but can't get any response or resolution no matter who we email or talk to at Ring. Thank you...

  Business Response

  Date: 05/25/2023

  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 assist you further. 
  
  Regards, 
  The Ring Team

• Initial Complaint

  Date:05/22/2023

  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 bought a Video Doorbell in 2020 from Amazon. when I first bought the doorbell, I decided to purchase the ring protect plan that cost me a hundred dollars a year. I have not miss one payment in the last three years. The credit card I use to pay for my subscription is always locked until it's time to make my monthly payment. I also informed Ring customer service that the card is always locked due to some fraudulent activity that occurred on the card. Ring assured me that I would receive an email a day before my payment is due so I could unlock the card so my monthly payment can be taken out. Unfortunately, this has not happened. I have had to redo my subscription for the last three months. If you look at my history payment, there has been no breaks in payment for the entire year or month. When I first bought this Ring product, I was having issues with it. So, Ring sent me out a new device ******. That device was working fine until this year. I have a 3rd generation Ring doorbell black in color. I have also been having problems with this Ring doorbell the last two years. The doorbell dose not send notifications right away, notifications are delayed, inferred led lights are not showing up when a person walks up or pass by the doorbell, the edit zone is stuck and continue to say it is updating. The edit box won't go away once the zone has been set. It's like the Ring doorbell is not updating itself. One of your customer service agents by the name ***** decided he would send me out another Ring doorbell. I appreciate Javar sending me out another Ring doorbell, but ***** sent me out a refurbished doorbell, that is not what I was expecting. I pay too much money a year for to received, a refurbished doorbell. I would like a brand- new Ring doorbell. If Ring is sending me out a refurbished doorbell that means this Ring doorbell has been repaired and it had some issues too. I pay a subscription to cover all my devices for technical errors. It's not my fault if your system is not updating my Ring devices. I would like a brand- new Ring doorbell 3rd generation.

  Business Response

  Date: 05/24/2023

  Hello *****,

  Thank you for bringing this matter to our attention. It appears that your extended warranty subscription lapsed in 2022, but our customer support team provided you with a courtesy replacement as a goodwill gesture. While we are unable to guarantee that a warranty replacement device will be brand new, all of our Ring devices undergo rigorous quality testing prior to leaving the warehouse. We understand the importance of getting the most out of your Ring of Security. Our dedicated support teams are always available via phone if you need any assistance. 

  Regards,

  The Ring Team

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20090629
  
  I am rejecting this response because:  I have been a faithful and loyal customer to **********************. I have three Ring devices. The Ring video 3rd generation has been the only device I have had a problem with since I first bought it. If you call your customer care team. You can follow up on my history with the Ring video 3rd generation video doorbell. I am requesting a brand new doorbell. You sent me a refurbished doorbell out that I have not yet interested, because it means this doorbell had some issues too. Why would I want a doorbell that should else had a problem with also. I have no problem taking this issue to small claims court over something so trivia. Your Ring subscription said if a customer continues to have problems with any of your devices,  Ring will replace it with a new device.  I have my original box that the Ring video 3rd generation came in. It was a brand new Ring video 3rd generation. I feel there's an ongoing problem with your Ring video 3rd generation devices.

  
  Sincerely,
  
  **********************;            

  Business Response

  Date: 06/21/2023

  Hello *****,

  Thank you for providing an update on the matter. As mentioned, while we are unable to guarantee our neighbors brand-new replacement units, our Ring devices are put through rigorous quality assurance testing prior to leaving our warehouse to ensure our neighbors receive top quality products. If you need any assistance with configuring your replacement Ring Doorbell, please do not hesitate to reach out to our dedicated support team at **************.

  Regards,

  The Ring Team

• Initial Complaint

  Date:05/21/2023

  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.

  Over the last year or two, I purchased a ring doorbell and two doorbell extender chimes. I was quite pleased with the products until yesterday, 05/20.2023. The doorbell and accessories work through the internet, as do numerous other products. My internet was shut down temporarily during a "reset." When I my internet was back on line my doorbell and accessories were not working. I called Ring to correct the problem and was told I faced a problem. The problem is that Ring upgraded there software to 9 and above. My phone, housing the Ring app which makes contact with the doorbell, has the software #8. My phone is not able to be upgraded to 9 and above, per the manufacturer. Ring did not tell me when I spent money for their products that I need a top of the line phone in case Ring changes their requirements. So I am left with a doorbell and two chimes that will not work, which were not cheap. And what was I told...I should go out and buy a phone that is compatible with Ring products. Suppose I do and Ring changes their software again. I am sitting on expensive equiptment I can not use, and, need to spend more money because Ring changes their program. I have other equiptment that works via the internet. Have not had any problem with them.

  Business Response

  Date: 05/24/2023

  Hello ******, 

  Thank you for bringing this matter to our attention. The Ring app is currently compatible with the mobile operating systems of iOS 14 and above and android 9 and above to ensure optimal app performance. Please be advised that these mobile requirements may change with time. I've provided more information on current mobile device and app compatibility here: *****************************************************************************************************************************************. This article also contains helpful information on how you can check to see if your mobile device is eligible for an operating system update. Alternatively, you can monitor your Ring cameras through our website at www.ring.com. 

  Regards,

  The Ring Team

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20087521
  
  I am rejecting this response because: The idea have having a Ring Doorbell and extended chimes is: 1. To have a doorbell    2. To be able to monitor the doorbell / camera remotely via cellphone. I have neither option.  Per the cell phone manufacturer, I can not upgrade the software, so I am not compatible with Ring. The idea of having Ring was SAFETY and CONVENIENCE. To go through a website in order to check my doorbell camera is certainly not convenient, if that can be done with my phone. In addition, I try to avoid getting on websites, paying bills, etc. on my phone for security reasons. An App such as Ring is a fast, convenient, relatively safe method of checking my doorbell area. And so, I am back to square one. An expensive doorbell / extended chime system that doesnnot work, and will not work, unless I buy new phones. I am 79 years old, try to keep up with technology and follow the rules. No one told me when I bought the Ring products that I needed upgraded phones. Now, out of the blue I DO, an additional expense adding pressure to my already exploding budget. I really believe that I was given incomplete information at the time I purchased Ring products, and feel, that Ring should take back their products and provide a refund, or, help me with the cost of the upgraded phones.
  
  Sincerely,

  
  *************************

  Business Response

  Date: 07/05/2023

  Hello ******, 

  Thank you for providing an update on the matter. As mentioned, if your current mobile device is not compatible with the Ring app, you can log into your account at www.ring.com on a web browser to actively monitor your existing products throughout the day. This includes receiving live alerts and being able to manage live and recorded events. As we continue to improve our products and services over time, this may require users to continue updating the operating systems on their smart devices as well. This will ensure that users can take full advantage of the features and functionality Ring has to offer.

  Regards,

  The Ring Team

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20087521
  
  I am rejecting this response because: I am a senior citizen on a fixed income. I purchased a ring doorbell as a safety feature, however, no one said I will have to continually buy new (expensive!!!) phones to keep up with Ring technology. It is difficult enough just to pay ongoing expenses, much less increase my expenses trying to play catchup with companies such as Ring. Obviously Ring has little consideration for seniors on fixed income, or those people not as technologically up to date as their younger, more affluent counterparts. Had I been advised in the beginning that I would incur extra costs later on, I would have had the option of not buying Ring products. Instead I have to waste my time writing these letters to a company that is only interested in selling product, not resolving problems. I wonder how many other seniors are facing the same situation. It may be time to find out.

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

• Initial Complaint

  Date:05/14/2023

  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.

  Order on 3/15/2023 Ring Car Camera delivery date 5/13/2023 called Ring now ETA 10/2023 won't refund my money

  Business Response

  Date: 05/15/2023

  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

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20057261
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************** I need a refund 

  Business Response

  Date: 06/08/2023

  Hello ****, 

  I see that you've since partnered with our Executive Resolutions team, who were able to assist you with achieving your desired resolution. 

  Regards,

  The Ring Team

• Initial Complaint

  Date:05/09/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/9/2023 I have two ring devices. I have an outdoor camera that hasn't worked since I changed Internet providers (about four months ago). I have a doorbell camera that had worked for over three years. I decided to use the battery from the defective outdoor camera while charging the battery from my doorbell camera. Now neither work. I have two defective Ring devices with nothing but ineffective troubleshooting above from a company that doesn't need to care because they don't need individual customers.

  Business Response

  Date: 05/10/2023

  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:05/09/2023

  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 purchased a Ring alarm device just three months ago, but I have been experiencing constant disconnections with the Ring system every few days. When I called Ring's customer support, I was met with unhelpful responses. The representative I spoke with simply instructed me to reboot the system and device every time I called. This has become frustrating, as the issue is not resolved after rebooting, and the system continues to disconnect every few days.I expected better from a company that prides itself on providing home security solutions. I believe that I should not have to deal with this recurring issue with a device that is supposed to keep my home safe.Furthermore, the constant need to reboot the system every five days is not only an inconvenience, but it is also a waste of my time and money. I expect a reliable and functioning product when I make a purchase, but this has not been the case with the Ring alarm device.As a customer, I am requesting a replacement or refund for my device. I hope that this matter can be resolved quickly so that I can have peace of mind knowing that my home is secure. Thank you for your attention to this matter.

  Business Response

  Date: 05/10/2023

  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