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:05/08/2023

  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 both the Ring Video Doorbell as well as the Ring home Professional Alarm system with camera. The Ring headquarters is located at *******************************************************************Between January and May of 2022 I e-mailed their corporate headquarters more than 47 times. Since installing this system my home has been entered into while the alarm is on and the video cameras are filming. I spoke with Ring Alarm 's executive support team staff by the name of **** and *****. After many phone calls and e-mails these executive support staff agreed to refund my money for the Ring Products that I purchased which include: The Ring Video Doorbell $199.99 plus tax, the Ring Alarm 8 piece kit with Ring indoor cam (camera) $299.98 plus tax. They both agreed to refund my money for these ring products ; however they never mailed a check or credited my credit card even after I had given them my name, address and all the information that they requested. After the installation of these Ring products, while they were active, on and the cameras filming, somebody entered my home, damaged 6 chairs, and other furniture, chipped ******** bent silver and various other household items. The ring staff said they would refund my money for the equipment but, would not reimburse me for the items damaged. Now a yr later they still have not sent a refund, and despite their claims, the alarm system has been bypassed regularly. The BBB website has hundreds of complaints with similar problems posted by irate purchasers of the same ring products.I would at least like to get a refund (my money back) and money for the damaged items. Thank you.

  Business Response

  Date: 05/09/2023

  Hello Neighbor,

  Thank you for bringing this matter to our attention. The associates that you previously spoke to made attempts to reach you back and assist you in returning your items, but they were unable to reach you. If you are looking to pursue the option of returning your items for a refund, please contact our dedicated support team at *************** to be re-escalated to the Safety and Security Triage team. We can explore how we can best assist you going forward. 

  Regards,

  The Ring Team

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20034398
  
  I am rejecting this response because: 

  I spoke with both ***** and **** several times. Returning the equipment would not replace or repair the items damaged or taken from my home. They refused to pay for any damages.  Neither ***** or **** could give a reasonable explanation as to why the ring equipment capturing video or motion didn't register obvious unwanted entry. BBB has hundreds of complaints on its websites of similar problems.  Whoever is doing this is able to bypass the ring wireless alarm system.  The battery backup works fine too.  Shortly after my complaint was e-mailed yesterday, somebody came in and damaged the floors in my home.  The alarm is registered as on. I've used the live view feature to view when nobody is at home. I am the only person who has the code, keys or access to my private residence.  I purchased the professional alarm system so this would keep my home safe and secure.  If the Ring Professional system fails to report unwanted motion, entry or video, Ring ****************** Company owners are responsible if this system fails. Based on the number of BBB Complaints for the Ring system, this problem is a lot more common than either ***** or **** would  acknowledge.  When I didn't get the response from either ***** or **** regarding this alarm system I asked to speak with the next level above either ***** or ****. Neither ***** or **** would give me their last names or would provide me with a direct callback number to reach them or somebody to assist.  The only way to contact them was by e-mail and there is no direct line to anybody accountable.  (Ring employees, ***** and **** had to call you back since they wouldn't give the customer any direct phone number , they were also located in a different time zone.) They refused to give me their supervisors name(s), title(s), phone number (s), e-mail or mailing address.  If **** or ***** were doing the right thing they would have given their supervisors names and information to me immediately. Refusing to give that information to me shows that there is no accountability by Ring, Ring management or Ring products. Ring needs to be held accountable.

  Sincerely,
  
  M *******

  Business Response

  Date: 06/08/2023

  Hello Neighbor, 

  Your concerns were previously escalated to our Safety & Security Triage team to ensure that your Ring account is secured and provide information about how to manage your Ring account and activity. The Ring Safety & Security Triage team is a tier of associates that is the highest level of support available to our neighbors. They are equipped with all the knowledge and tools to resolve your account and device needs. If you are still looking for assistance in returning your Ring products for a refund, please contact our dedicated support team at *************** so that your account can be re-escalated for assistance with a refund.

  Regards, 

  The Ring Team

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20034398
  
  I am rejecting this response because:

  I spoke with several people from Ring ****************** and they said that they were not willing to be held accountable

  for faulty equipment.   

  From February of 2021 to now they said that they would mail me a check for a full refund for annual service. 

  They also said that they would refund the cost of the equipment.

  $200 dollars for the video alarm doorbell, $299 for the professional ring alarm equipment with cameras plus the cost of

  this service dating  back to 2015 from $30 to 109 dollars per yr.  

  Despite saying that they would mail me a check for these items, I never received a check or any refund as promised by

  the Ring Executives.   

  After reminding them of this, numerous times and not receiving the refund,

  I asked to speak with the management above those I spoke with. 

  They refused to give me simple things like the address, phone number and names of those they report to. 

  This is generally considered a red flag. 

  Despite installing this alarm equipment, the alarm system failed to prevent unwanted entry into my private residence.

  My private home had more than $25,000  dollars in damage to furniture and other household items.

  Within the last 6 months or so and reported on the news, the Ring staff have access to the so called private professional

  alarm system information. Ring alarm staff claimed they do not have access to any information. 

  The  Ring staff are able to see when people are home and when they are away and have access to private sensitive

  information that they they should not have access too.

  I requested not only a refund of the equipment and service but, for the damage to the household items.

   The Ring staff never mailed a refund for the equipment or a check for the damaged household items. 

  Approximately $500 dollars in equipment, $500 for the Ring alarm ****************** service and $25,000 in damage to

  personal property, (that was the old estimate from February of 2022.)  I want the names, addresses and contact

  information for the owners of the Ring Company, and a check for the total amount for both Ring equipment, service and

  property replacement for the items damaged. ($26,000).

  Should you need any additional information, please do not hesitate to contact me.

  Thank you.

   

  Business Response

  Date: 07/03/2023

  Hello, 

  
  Thank you for providing an update on the matter. As previously mentioned, if you would like to pursue the offer of a refund which was offered by a member of the Security Triage team at Ring, we ask that you please contact our dedicated support team at *************** so that your request can be re-escalated to the appropriate team for handling. Alternatively, you can respond to the email thread that was established with that team to get back in touch directly for further assistance in reaching a resolution. The last email communication to you from that team was dated 5/25/23.

  
  Regards, 
  The Ring Team

  Customer Answer

  Date: 07/09/2023

   
  Complaint: 20034398
  
  I am rejecting this response because:
  
  Sincerely,
  
  M *******

• Initial Complaint

  Date:05/08/2023

  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.

  One of our vehicles was broken into last night, it is full of ********* and Dewalt tools that our crew uses to do work every day. The ring had 4 opportunities to get footage of the thief. Two of the four times, it was directly in front of one of the cameras. They didn't even record one thing. There is one video that is way too late to have caught anything, out of 4 opportunities to have caught a license plate. We lost $15000.00 in tools, in a matter of 10 minutes. Prior to this the Scout car came into our yard twice! No video! The only way we know this is we asked out neighbors next door to check their cameras. Unfortunately they are too far away to catch a plate number, but we could plainly see the multiple opportunities that the ring camera could've caught this thief and did nothing. I have $400 in cameras made by Ring that are completely useless. So very upset that this product makes claims that it does not back up

  Business Response

  Date: 05/09/2023

  Hello ******, 

  Thank you for bringing this matter to our attention. The safety and privacy of our users is always at the forefront of our mission here at Ring. I would like to have our team review your account and devices with you to review your device settings and troubleshoot any settings on the devices as needed. Can you please provide the email address that is associated with your Ring account so that I can forward your inquiry to our Executive Resolutions team?

  Regards,

  The Ring Team

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20032131
  
  I am rejecting this response because: you can review my settings all you want, but these are very self explanatory and easy to use. It's not an issue with settings. I want my money back. These rings did not work and cost me $15000 in stolen property because they failed. The email address is ********************** All I want is my money back, I will return these unless things to you gladly 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/05/2023

  Hello ******, 

  Thank you for providing an update on the matter. A member of our Executive Resolutions team has been attempting to reach you in order to discuss your account, but they have not received a response. If you still need assistance with your Ring account, please respond to their email at the email address associated with your Ring account. 

  Regards,

  The Ring Team

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20032131
  
  I am rejecting this response because: I have not received a phone call. Please call ************ since this is the number to the place where the ring did not work. I an be reached at this number all day Monday -Friday
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/30/2023

  Hello **************, 

  Thank you for providing an update on the matter. Each phone call attempt was paired with a follow-up email to the email address you've provided in a previous response. To reach the designated Resolutions Specialist, please respond directly to that email thread (Subject: Ring Product Performance) so that we may assist you further. 

  Regards,

  The Ring Team

• Initial Complaint

  Date:05/06/2023

  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 have had ring security subscription for almost 6 years. I added ring doorbell camera in August 2020 after buying it from ring. The ring doorbell didnt work even for a single day. I relied on ring as i trusted ring and Amazon for their "Customer Obsession" principle. I called the customer service on 05/06/2023. Customer support wasted my 2 hours of time to live troubleshoot the ring camera device, only to find out that the shipped ring doorbell camera was faulty and they shipped a faulty device to me. They did not refund my money neither for the 3 years of subscription nor for the faulty device they shipped. Horrible customer support from ********************** and they duped me of almost $600. Also, customer service did not talk nicely. I want the refund of both the device and 3 years of subscription Ring charged on my credit card without providing any service.

  Business Response

  Date: 05/09/2023

  Hello Neighbor,

  Thank you for bringing this matter to our attention, as we always want to ensure that our users can get the most out of their experience with Ring. While we are unable to provide you with a refund as requested, I will have a member of our Executive Resolutions team reach out to assist you. They are well versed in the technical troubleshooting of our devices and they can determine the next best steps.

  Regards,

  The Ring Team.

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20027164
  
  I am rejecting this response because:

  One of the ring technician has already wasted 2 hours on troubleshooting the faulty device. They also concluded that device is faulty, but did not email me or gave any written prove of the same. The entire troubleshooting conversation is with Ring recorded call. 

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

  Business Response

  Date: 06/08/2023

  Hello Myth, 

  Our Executive Resolutions team attempted to reach out and assist you with your Ring device needs, but have been unable to reach you. Please respond to the email thread with your assigned Resolutions Specialist so that we can partner with you on ensuring that your device is performing optimally for you.

  Regards,

  The Ring Team

• Initial Complaint

  Date:05/02/2023

  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.

  On February 19th between 2:10am and 3:10am car was taken with video showing car in front of house and mysteriously disappeared, but there were indents on the street like the car was removed with a tow truck and put on a bed. None of that showed it appears as if the ring was tampered with, either a loop of some sort or it was manipulated to not take video at the time the car was taken.When trying to file police report was told the car was recovered by ********************* since the car was not registered in my name how did the ********************* know where the car was? The way this went down makes it seem as if these (2) business working together manipulated the camera.This complaint is about the (2) business working together to manipulate the camera and remove the car that was here legally.

  Business Response

  Date: 05/15/2023

  Hello ******, 

  Thank you for bringing this to our attention. We always want to ensure that the Ring cameras are performing optimally for our neighbors when it comes to helping you monitor your home. If you feel as though your Ring cameras are not capturing all activity within your set motion zones, please contact our dedicated support team at *************** so that we may review your device settings and help you to make any adjustments as needed.

  Regards, 

  The Ring Team

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20009046
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  The Ring captured a video but it was manipulated that is it was a loop used for at least 1hour of time and then removed and in that time the car was removed by a box type truck. Ring didn't capture any video during this time Please asked Ring to allow you to review the video 4/19 1-3 am it is definitely suspicious and it appears that the ring was looped or allowed to be looped when the car was taken.

  Business Response

  Date: 06/08/2023

  Hello ******,

  Thank you for providing an update. The privacy and security of our users is always at the forefront of our mission here at Ring. As previously mentioned, if you feel that your Ring camera is missing motion events within the set range of detection, we would like to dig into some troubleshooting with you to better understand the issue. Please contact our dedicated support team at ***************

  Regards,

  The Ring Team

• Initial Complaint

  Date:04/27/2023

  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.

  A few days ago we noticed our doorbell was sending alerts about the battery almost being dead and thought maybe the power adapter went bad so ordered a new one. Even with the new adapter it was still showing power source of battery. Double checked with voltmeter and power adapters where fine. Did some digging around and it would appear we werent alone on this. A few days a number of other users started have the same problem after a firmware was pushed out. I contacted Ring support and explained what was going on and even on their own community site there are lot of users having the same issue and I wanted to know how to roll back the firmware. They walked me through doing a hard reset and getting it added back to the app and still was showing power source of battery not hardwired. They out me on hold for a while and came back with it best if we just replace the unit after talking with the back-end team. I said you cant just roll the firmware back and they said no. I said fine get me a replacement ASAP as Im not going to play the battery game of having to keep recharging it. Few mins later came back and said we can offer you a 35% off discount towards a new one. I said no Im not paying you guys more money for something you broke and second I have the unit under the cloud protect plan. Again even if it wasnt under the cloud protect plan for you guys as a company to break your own product and then tell you customers to spend more money is very absurd and shady at that.

  Customer Answer

  Date: 07/09/2023

  Issue has not been resolved. I have not got a single response from Ring.

  Business Response

  Date: 08/16/2023

  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. In regard to your battery draining, your battery life appears to be holding an average of 90% for an extended period of time. If your doorbell is wired to an existing doorbell kit, the wiring will provide a continuous trickle charge to the device, providing up to a 10% charge per day back to your device. This helps to help extend the battery life. If you have any concerns about your battery performance, please call our Ring Support Team at **************
  
  Kind Regards,
  
  The Ring Team

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After purchasing Ring equipment from another major retail company that Ring confirmed improperly installed the alarm equipment, Ring convinced me to return my Yale door lock and purchase the Schlage Encode Smart WiFi Deadbolt with Camelot Trim (for Works with Ring Video Doorbells and Cameras). I also purchased a Kwikset SmartCode door lock but was Advised by Ring to purchase the Schlage. Even though The Schlage brand costs more than the ****, I returned it. On 06/21/2021, I purchased the Schlage lock via the Ring website at $270.61, Order 001-3007728. My major complaint with the device is the battery usage until the smart code door lock would not connect to the product owner app or Amazon key. I troubleshot for weeks by following Schlage instructions, deleting the app, reinstalling, ensuring I had strong wifi signals, etc. After three weeks of troubleshooting, I contacted Ring.com for assistance with replacing the device. After wasting approximately 1 hour 45 minutes with ****** - Rep, his supervisor ***, her manager *******, and his manager *****, I was told it was not their product. I needed to contact Amazon and Schlage to assist even though Ring insisted that I purchase this lock, guaranteeing their service and assistance if there were any issues. I challenge anyone to review the calls back then, and the calls I had with the Ring employees mentioned above today, 4/24/2023, starting at 6:47 PM CST.I demand Ring stand by what they sell and replace it not with a refurbished product or issue a full refund so that I can purchase from Schlage or anyone that stands by the products they sell to their consumers.

  Business Response

  Date: 05/05/2023

  Hello ******, 

  Thank you for bringing this matter to our attention. I see that you recently contacted our support team, who were able to resolve your needs. Please don't hesitate to contact Ring's dedicated community support team if you have any further questions about your Ring account. 

  Regards,

  The Ring Team

  Customer Answer

  Date: 05/05/2023

   
  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:04/24/2023

  Type:Order 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.

  2/19/23 Had a warranty claim on 2 Floodlights ring cameras. Went through all the test and sent the pictures for the warranty personnel on the call . She said ok we will send me 2 new Flood light cameras after noticing they are not working. Ring personal immediately sent 2 shipments numbers ids. Ive call multiple times and the person says they will come soon . Its 4/24/23 and nothing still. I purchased extended warranty and they take the money every year but wont fulfill a claim that was approved. Please send my two black Floodlights cameras.

  Business Response

  Date: 04/25/2023

  Hello *******, 

  Thank you for bringing this matter to our attention. We may currently be facing some inventory challenges on your device replacements. I will have a member of our Executive Resolutions team reach out to discuss options with you. 

  Regards,

  The Ring Team

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19973418
  
  I am rejecting this response because:

  For the last 2-3 months Ive been calling ring and the response was theyre having inventory issues. But if I go on the ring site and try to purchase the devices it says available. Ive paid extra for the services with extended warranty. Can ring please send the devices this lead time is unacceptable on being since February ordering and going on May. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/11/2023

  Hello *******, 

  Thank you for providing an update on the matter. Our records indicate that confirmed with our team that your needs have been resolved in an email dated 5/10/23.

  Regards,

  The Ring Team

  Customer Answer

  Date: 05/19/2023

   
  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. THE RING REPRESENTATIVE WENT ABOVE AND BEYOND TO SOLVE ISSUE. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/23/2023

  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 am on my 5th refurbished stick up cam replacement not working even though I purchased a new cam. Was promised a new camera which tracking has disappeared now so looks like Im not receiving the promised order. **************** is way below par for such a large company. Quality is not as good as in the beginning.

  Business Response

  Date: 04/25/2023

  Hello *****, 

  Thank you for bringing this to our attention. We want to ensure that you can get the most out of your experience with Ring. I see that your new replacement device has been delivered and setup to your account. If the matter of pixelated video persists on this new device, please contact our advanced technical team to review external factors.

  Regards,

  The Ring Team

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19972369
  
  I am rejecting this response because:
  The inconvenience I experienced is not acceptable. I had 5 cameras I had to pay someone to uninstall and install all those times. I am disabled and for a $30 camera this was not worth my time and aggravation. Your customer service is untrained and incompetent in dealing with multiple issues I faces. *** was horrible and was caught lying several times during a taped conversation of both parties. I do not recommend you or your products anymore due to this experience. I want this complaint posted as to worn customers that this huge company is more interested in making more ring products instead of focusing on customer service. This is not acceptable. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/22/2023

  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.

  My car was broken into, 10 ft in front of my camera. It caught me on camera that same night grabbing something from my car, and some cars passing by on the street. But no thief caught on camera. Several other cars were broken into. Either he/she got lucky or Ring isn't a very reliable service.

  Business Response

  Date: 04/23/2023

  Hello ******, 

  Thank you for bringing this to our attention, I want to ensure that you can get the most out of your experience with Ring. Please supply the email address associated with your Ring account so that we may review your concerns and have someone from our team reach out and assist. 

  Regards,

  The Ring Team

  Customer Answer

  Date: 04/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/21/2023

  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 purchased a BRAND NEW Ring Spotlight Wireless Cam/battery with Ring Assist+ from HSN on 1/27/23. I also have Protect Basic for the camera. (I've since purchased one Ring indoor stickup cam and one Ring outdoor stickup cam.) Approximately two weeks ago, my Spotlight cam went into night vision mode and won't come out of it. One of your employees tried everything to remedy the problem but couldn't so she sent out a replacement. The replacement that was sent to me was REFURBISHED AND DAMAGED!!! I was furious so I called again and another one of your employees sent me a return label and specifically wrote down to send me a BRAND NEW spotlight cam. Well that replacement arrived 2 days ago and was also a REFURBISHED ********* bought a brand NEW cam yet your company keeps sending me refurbished and damaged ones. I finally gave up and told yesterday's employee to just send me a return label to send back this latest refurbished cam and I'll keep my original damaged new one. Tried to resolve this via ******** chat (case ##********) and it started out as if they were interested and then never came back to the chat to help me.

  Business Response

  Date: 04/23/2023

  Hello ***, 

  Thank you for bringing this matter to our attention. I see that you've spoken with our support team, who were able to resolve your needs. For any additional questions about the Ring warranty, please see here: www.ring.com/warranty.

  Regards,

  The Ring Team

  Customer Answer

  Date: 04/23/2023

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