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:03/30/2023

  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.

  I am a professional monitoring customer of **********************. I recently had a smoke alarm go off and they contacted my contacts using a name other than mine and so my contacts thought it was spam and did not take appropriate action. I tried to raise the issue with Ring but there is no one there that understands or speaks proper English and none that I can understand with my hearing disability. They dismissed my concern and gaslit me. I asked for someone in ******* to contact me from the executive office/escalations but they refused. When I notified them that they had to they said someone would contact me. I received two missed calls in a row today from ******, *********************, and shortly after an email from ring saying they've tried to reach me "multiple" times to no avail. Ring has put me in a dangerous and sensitive situation and refuses to address/rectify. I cannot trust RIng anymore and need a refund for all devices i have purchased so that I can purchase a new system with a company i can trust and rely on. Unless the produce someone from ******* that speaks clear english that i can understand since I am not able to do business with them via email/chat or any other ADA ********* means.

  Business Response

  Date: 04/02/2023

  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: 04/10/2023

   
  Complaint: 19874853
  
  I am rejecting this response because: I was contacted by a sassy employee that was condescending and sarcastic. I have no confidence anything was resolved on their end. They didnt even offer me future courtesies on the Ring Protect plan that I pay for despite them failing to protect me.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/26/2023

  Hello ******, 

  Thank you for providing an update on the matter. Our Executive Resolutions team reached out to inform you that the emergency contact that was selected when you set up the alarm system was for a member of your family. Per your request, we made the appropriate updates to ensure that you are the primary contact on the account for any future monitoring calls. 

  Regards, 

  The Ring Team

• Initial Complaint

  Date:03/28/2023

  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 11/10/22 I called Ring to start the exchange process for a doorbell and a camera. I was told I would receive a refund for the price difference for the doorbell and the camera. I was provided with a return label for my doorbell and was told to send it back when I received the new one. I received the new doorbell and sent back the one I had. I called Ring on 12/5/22 to check on the status of my refund for the doorbell and on the status of the camera that I wanted to exchange. I was told it would take 21 business days to get my refund for the camera and the person told me they had ordered the same exact camera that I was trying to exchange and that it was backordered 6-8 weeks. I explained that I did not want the same camera I wanted to exchange for a different one and asked her to cancel that order and place the correct one, she told me she couldn't do that because it was already in the system and I just needed to wait to receive it, then send it back and then call and place the exchange for the correct one. I gave Ring more than enough time to get my refund to me and called them on 2/24/23 the women told me she would process it then and there and it would take **** business days. She also said she didn't understand why I was told the order for the incorrect camera couldn't be cancelled and placed the order for the correct one, sent me a return label, and told me I would get a refund. I received the camera and returned the one I had. After **** business days I still did not see a refund for the doorbell. I called Ring on 3/22/23 to ask about my refund and the women told me she saw the note but had to speak with billing I was on the call for 45 minutes and still no help. It is now 3/28/23 and I don't have my refund for the doorbell or for the camera. It has been close to 5 months since I started this process and have taken up hours of my time. I would like someone to call me and provide me with my refunds and compensation for the time I've wasted.

  Business Response

  Date: 03/29/2023

  Hello *******, 

  Thank you for bringing this matter to our attention. I understand the importance of ensuring that you've invested in the best products to suit your home security needs. I can see that you've already received a partial refund in the form of a Ring Protect credit being applied towards your recording services monthly. I will have a member of our Executive Resolutions team reach out to assist with the remaining credits.

  Regards, 

  The Ring Team

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19863244
  
  I am rejecting this response because: Hello. I didnt ask for the credit to be added to my account the person I spoke with just told me she added it to my account but in no way was that meant to be in place of the refund for both the doorbell and the camera. I look forward to hearing from someone. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/25/2023

  Hello *******

  Thank you for providing an update on the matter. I see that you confirmed via email on 4/7/23 that you've received the refund back to your payment method. 

  Regards,

  The Ring Team

• Initial Complaint

  Date:03/25/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 22, 2022 I purchased a Ring Floodlight Cam Pro Wired. This device went offline on March 8, 2023 and could not be reset after several attempts. I contacted Ring Support on March 12, 2023 and was told a replacement would be sent. On March 17, 2023 I called again and was told the replacements were out of stock and would be sent asap. Finally on March 25 I contacted Ring support for the third time and was told that the replacements still werent available and no ETA could be provided.I have four Ring cameras and have been a pro subscriber for years. These delays are unacceptable and I either want a new device shipped immediately (they are in stock online) or a refund of my purchase price.

  Business Response

  Date: 03/28/2023

  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: 04/01/2023

   
  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:03/25/2023

  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.

  I have returned my order but i havent got my money back on return I will share my order numbers Ring Team ORDER 001-4947651 ,ORDER 001-4962787, ORDER 001-4954875 , ORDER 001-4954878 , ORDER 001-4957719 , ORDER 001-4957721 all my orders has been return but ring havent refund or they are refusing to refund this is ridiculous as a customer I am really frustrated please help me getting my money back on returned orders

  Business Response

  Date: 04/14/2023

  Hello ********, 

  Thank you for bringing this to our attention. We understand the importance of receiving order refunds in a timely manner. Our team is in the process of revieiwing your refund inquiry and a member of our Executive Resolutions team should be in touch once we have more information. 

  Regards, 

  The Ring Team

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19851891
  
  I am rejecting this response because: ***** has reached out to me regarding my refund its been a almost 2 months since I am struggling to get my refund absolutely frustrating

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

  Business Response

  Date: 04/17/2023

  Hello ********,

  Thank you for your response. I've reviewed the details of your recent refund request, and we are unable to provide you with a refund at this time. I understand that you've provided tracking information for your return. However, our warehouse has confirmed that we have not received the expected Ring items in your return.

  If you feel that an issue occurred with your return while in transit, we recommend that you work with *** to further investigate why your items were not received.

  Regards,The Ring Team

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19851891
  
  I am rejecting this response because:
  they doesnt resolve my issue i regret doing business with ring 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/25/2023

  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.

  This is the worst service provider ever I bought 3 rings total of $1000 I had to change my internet provider and the company can't figure out how to reconnect my rings I was able to after 2 hours with a tech person restore one connection it has since now for no explained reason not able to connect again How can a company as big as Ring and for the cost of these devices not be able to manage the IT support for customers to change internet providers You can't get in touch with anyone in a reasonable amount of time which tells me that there are a ton of complains and issues I want a refund this company is a fraud It does not provide the def ice levels expected for the cost of these products

  Business Response

  Date: 03/26/2023

  Hello ******, 

  Thank you for bringing this to our immediate attention. From the description you've provided, it sounds as though your new internet provider may have some different settings in place that require additional steps to reconnect your Ring devices. 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:03/23/2023

  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 three replacement flood light cameras and its been three weeks now with no movement. Contact customer support at the two week **** and the three week ****. Was told that replacements are out of stock yet when I go to the online website I am capable of purchasing as many as I want. Where are my replacement cameras? Once we become a paying customer, the replacement policy is put on the back burner and not assisted with importance. The only thing that matters is bringing in new buying customers. Send my replacements!!!

  Business Response

  Date: 03/28/2023

  Hello ******, 

  Thank you for bringing this matter to our attention. We are committed to ensuring that you have a reliable security solution to help protect your home. The tracking information for your replacement devices shows that the items were delivered to your chosen address on March 26, 2023. If these items were not received for any reason, please let us know. 

  Regards,

  The Ring Team

• Initial Complaint

  Date:03/23/2023

  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.

  November 28, 2022 I contacted Ring customer support to troubleshoot spotlight camera images that were very blurry. At the end of conversation Ring said the camera had failed and a replacement was being sent. Time past and I called Ring support on December 12,2022 for an update on replacement camera. After a long wait I was told shipping stated there were no replacement cameras available. Again, on March 2, 2023, I called Ring support and after 20 minutes I was told shipping stated there were no replacement cameras available. My Protect Plus (1st **** includes warranty replacement of failed cameras. Ring should honor there Protect Plus (1st **** terms and not wait on defective cameras to be repaired and shipped as warranty replacements.

  Business Response

  Date: 03/23/2023

  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: 03/23/2023

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

• Initial Complaint

  Date:03/22/2023

  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 ordered Ring Security system on October 2022 for my house in ******* and after use it for month or so business I work for decide to move to another state and they ask me to move aswell.I was in the house and I was going to move another state and live in the apartment so there is no place to setup ring security system in the apartment complex and I called ring around end of December 2022 or Jan 2023 and asked them to cancel my membership and ask them to see if I can return the security system and get refund.They said yes and they were going to send me a return label.I did not received the return label for couple of days and I waited for few more days and I never got one and I was in the moving process I was too busy and I said they will probably send me a return label sometime and they never did and I understand its been couple of months since and I called back to them to ask that return label and they said because its more than 30 days they will not take the items back and they even said they can send me a return label but they will not refund me the money. What kind of scam is this?They never sent me a return label its not my fault.I asked them to listen to the phone call and get back to me they said they will listen but they won't call me back or they won't refund me the money.This is a scam.They did not even wait till the end of the call they just hang up on me its very rude.I had everything boxed up and sealed ready to go I was just waiting for them to send me a return label and they never did so I need to send this back to them and I need my money back.This is a big scam.

  Business Response

  Date: 03/23/2023

  Hello Neighbor,

  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:03/21/2023

  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 placed an order on 3/15/2023 on Ring.com website, my Order# ***********. I called and spoke to Ring representative about everything pertaining to these items. Today is March 21, 2023. I had every intention to keep the cameras however I went on Ring website to return just a few items,Ring website stated I had to call a **** to initiate the returns. I was aware of the 30 day return policy but I did not know that I would have to call into Ring and provide Serial numbers to each individual item. Ring should have made me aware of this policy before I placed my order. If I have to go thru this tedious process,I should know that I have been warned. This is so exhausting. This makes the buying process with Ring not enjoyable at all. My order total came out to be $882.58.You cant just send the items back to Ring.You have to give them Serial DSN numbers, go online, send pictures of the numbers. I provide the numbers which is not easy because some are letters and some are numbers and they dont make it easy to determine if its a zero or letter O. Its all too much. I sent them pictures that were very clear of the serial/dsn numbers yet they still said they cant process my return. Ive been on hold for hours! The Ring representatives make it very very difficult to simply process a return. Ring representatives are giving me a really hard time trying to process the return. I would not recommend purchasing anything from Ring if this is the treatment and process of returning an item. They want to make it so hard to return that you give up and keep the item. Amazon has a very easy and smooth return process. Ring is the total opposite. I just want to return my entire order and get my full refund back please. Is that too much to ask for? The Ring Representative even told me to send back the free yard sign and sticker that came with this order even though I never received a single sticker or yard sign with any of my previous Ring orders. What a way to treat a long time customer!

  Business Response

  Date: 03/22/2023

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

• Initial Complaint

  Date:03/20/2023

  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.

  I purchased the ring protect go, and accidentally hit the yearly subscription so I cancelled real quick. As I wanted the monthly subscription. They refunded $55 of the total plan $63.90 keeping $8.90. And customer support ****** was being rude. Just quickly ending chat with me, instead of helping.

  Business Response

  Date: 03/22/2023

  Hello ***, 

  Thank you for bringing this to our attention. We understand the importance of receiving your refund in a timely manner. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 
  The Ring Team

  Customer Answer

  Date: 03/22/2023

   
  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,
  
  *****************