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:03/19/2023

  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.

  On March 2, 2023, I called ring to purchase two (2) ring camera on ring website. I spoke to "******" and ***** who verified I would get 30% my purchase of the cameras. I placed the order for two ring camera's and shortly after I placed order, my order was cancelled. I called ring and asked to speak with a manager regarding my order I placed for two ring spot light cameras; one white and one black. The representative I talk to was **** and he did not know why my order was cancelled. Afterwards, I spoke to ********, who stated he was a supervisor. I told him about my order I placed and then my order was cancelled for no reason at all. He looked at my order and stated it was cancelled, and that I could place the order again. I asked why was my order cancelled initially. He never gave me a direct answer, and said I can order the camera's again. The service I received was very unsatisfactory. And very poor service. And the worst service to receive as a regular customer of **********************. The public need to know the kind of service ring is providing to their customers.

  Business Response

  Date: 03/20/2023

  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. While we do not have free cameras to provide for your experience, I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 
  The Ring Team

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19621994
  
  I am rejecting this response because: it is clear to me that ring bias service toward me was intentional based on their response to my complaint.  The public should be made aware

  of the kind of service ring provides to their customers.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/19/2023

  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.

  3/19/23 After trying at least 6 times to synch up my flood light cam to my ring system; I finally called customer service to try and troubleshoot. Keep in mind, i have linked up 4 other cameras and numerous other devices without a problem including the security system. He said i would have to reset the system manually by pressing a button and/or even disconnecting the fixture to fully troubleshoot it. I told him i could not do that as my flood light is 30' off the ground and i would have to hire an electrican to come back and do this which is more money out of my pocket. When i asked if he could send a replacement that my electricalian could have handy as he was up there troubleshooting in case the troubleshooting did not work; the customer representative said he couldnt as he would get a slap in the wrist if the returned fixture came back as repairable. He said he could lose his job oflver it. I had to keep reminding him that i wqs the customer and he didnt care at all. As I complained that i would have to hire an electrican for the 3rd time if i had to wait for the fixture; he was very rude and said i should complain to ****** since they are the ones who sold it to me. He would not stand by his product and just projected blame to everyone else. I was flabergasted at his tone, rudeness, and lack of sympathy as could tell he took pride in not helping me with my problem.

  Business Response

  Date: 03/20/2023

  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: 03/22/2023

   
  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,
  
  *********************

• Initial Complaint

  Date:03/18/2023

  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.

  Ring camera owns me ***** and refuses to give me my telling that receive the bank account was close and I told them to send a check but they lie and they keep lying I been trying to get money for while they refuse to give me my money every time call them they have a different kind of story Im **** off they took ******* of my me, I want my money they say they are going to see what they can do and have me on the waiting and come back telling how they cant give me back money, can you get my money in a senior and dont get a lot of money they are trying to scam me okay sincerely youre ***************************

  Business Response

  Date: 03/20/2023

  Hello ******, 

  Thank you for bringing this matter to our attention. Once a billing refund is settled on our end, the remaining process would reside with your financial institution. I will have a member of our Executive Resolutions team reach out to discuss your account with you. 

  Regards, 

  The Ring Team

• Initial Complaint

  Date:03/17/2023

  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.

  Issues started 11.24.22 - Had a white Ring Floodlight battery - noticed it wasn't working - replaced the batteries - still not working - called Ring customer service - after several attempts ******* said it was dead and send it back which I did and Ring received it 12.2.22. I have placed 5 phone calls which lasted at least 45 min each - been told 3 times that the item was re-ordered and would arrive within 5 bus days. It is over 3 months later and I am still waiting on my replacement. I am sick of being lied to and strung along by Ring - get back on the customer service train and send an upgrade if you don't have the exact item. At this point I will be telling people not to purchase Ring products since they are unreliable and the company doesn't stand behind them and to choose ADT or another company for security needs. This is customer service at its worst. I find it so hard to believe that you are owned by Amazon - they know customer service.

  Business Response

  Date: 03/20/2023

  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:03/16/2023

  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 received the following email:Beginning March 29, 2023, Ring doorbells and cameras will require a Ring Protect Plan subscription to access the Home and Away Modes feature. Learn more about Modes.This change does not affect you so long as you have an active Ring Protect Plan subscription. As a current subscriber, you will continue to have access to this feature and do not need to take action.If you cancel your Ring Protect subscription, you will no longer have access to this feature. Click here to read more about the changes to Ring in-app features.With this update, there are no changes to your Ring Protect Plan subscription. Pricing remains the same, and you can still use other features like Live View, Two-Way Talk, Motion Detection and Alerts.They are cancelling services on a product I initially purchased because of said services. This is why I bought and installed the product. Now the service changes? I can uninstall the product and have what I had before at a cost to me. This isn't right.

  Business Response

  Date: 03/20/2023

  Hello ******, 

  Thank you for bringing this matter to our attention. Here at Ring, we strive to keep our users informed of any impactful updates to our products and services. Please note that the email you've received from Ring and pasted into the body of this escalation is an informational communication outlining that you are not affected by this change as long as you continue to use the Ring Protect subscription on your Ring account. 

  Regards,

  The Ring Team

• Initial Complaint

  Date:03/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 2 chimes and a ring doorbell which was purchased in November 2021. At the end of january 2023 I contacted ring and followed all troubleshooting advice as my 2 chimes would only intermittently work with my doorbell. Sometimes it would ring and I would hear the chime in the house and other times I wouldnt. It began to get progressively worse so I followed their advice and even resetted all devices. They confirmed there is no issue with the hardware and apparently has something to do with the software (** gateway is blocked was their response). Apparently they have never encountered this issue before and passed it on to a technical team and told to wait. Iv emailed every week since and its now nearly 2 months later. They keep telling me its with the developers who are still working on it, however theres no time frame and they cannot prove to me that they are working on a fix. ** asked to speak to management and they said they only have 1 team leader. Iv asked for replacement devices as it is in warantee however they said it wont fix anything as its got something to do with the ** gateway. Iv even asked their social media for help and same response. Iv kept the full email thread as I find their service and lack of urgency is making me mentally ill.

  Business Response

  Date: 03/16/2023

  Hello *****,

  Thank you for bringing this matter to our attention. I understand how important it is to ensure that your Ring of Security is working optimally to suit your needs. I will have a member of our Executive Resolutions team reach out to offer some assistance. 

  Regards, 

  The Ring Team

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19602991
  
  I am rejecting this response because: you continue to say this and have left me in the lurch for weeks. You dont care about your customers and you simply lie.
  
  Sincerely,
  
  Gurbz ******

  Business Response

  Date: 03/29/2023

  Hello *****, 

  Our team emailed you on 22/3/23 to notify you that the issue you've experience should be resolved. Please attempt to use the Ring Chimes and give us a call back if you have any further concerns with this.

  Regards,

  The Ring Team

• Initial Complaint

  Date:03/15/2023

  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.

  $200 -Ring Video Connect Subscription Ring Video Doorbell Pro-$129.99 12/13/21 Ring Chime Pro- $64.64 Date-01/30/23 Ring Floodlight Cam- $249.00 06/14/20 Ring Floodlight Cam Wired Pro- $249.00 08/20/21 I have constant issues with my camera system not picking up people leaving and coming to my home. Issues with videos that wont play and now after enrolling the two cameras in the front of my home in end to end video encryption I cannot even watch the recordings which all of these issues leave my home unsecured and at risk. I have tried resolving these issues with technical support and these issues have been added to my account. I no longer want this system on my home as I do not trust it. I have spent around $1,000 just on the equipment and then wasted more installing and ensuring my internet was not the issue even upgrading my internet. None of these things have worked and I will not keep a useless camera system on my home. I am hoping I can get reimbursed and purchase a different system without all of these issues.

  Business Response

  Date: 03/16/2023

  Hello ****, 

  Thank you for bringing this matter to our attention. I absolutely understand the importance of ensuring that your Ring of Security is working optimally to support your needs. While the option of refund may not be available, I will have a member of our Executive Resolutions team reach out to assist with your Ring devices. 

  Regards, 

  The Ring Team

  Customer Answer

  Date: 03/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I will be looking forward to resolving this issue with a member of the executive team.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:03/14/2023

  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.

  Ive had Ring since 2021 and its been a disappointing ride. Having to replace cameras , dealing with the non user friendly customer support, not being able to sleep at night because the camera goes off constantly, to not recoding a theft of a package or a visitor entering your home. I can go on and on its made me feel like I was crazy (Mentally). When enough was enough I called customer support, Well support sent a verification link to my email and instructed me to clime the link. Clicking the link then sends another verification code to my phone, I let the rep know several times I was not receiving the code in my messages on my phone and informed him the number I am seeing it being sent to is not my number. REP stated the number on file is my number ending in ****. I confirmed the number and again told him the number YOUR COMPANY IS SENDING MY CODE TO IS NOT MY NUMBER. *** STATED he cannot access my account without me having the code . This is ridiculous you can take my money but cant provide me with a reliable. working service.

  Business Response

  Date: 03/15/2023

  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. While we are unable to provide you with a refund for your Ring devices, I will have a member of our Executive Resolutions team reach out to assist you further with your device performance. 
  
  Regards, 
  The Ring Team

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19597038
  
  I am rejecting this response because: I am not seeking a refund for the devices, I would like my money back from the subscription service that I am not able to cancel at the very least. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/29/2023

  Hello ******, 

  Thank you for providing additional information regarding your inquiry. In order to review your account information and discuss available solutions, we will need to securely authorize your Ring account. Please respond to the email thread with our Executive Resolutions team in order to arrange a callback for further assistance.

  Regards, 

  The Ring Team

• Initial Complaint

  Date:03/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a ring doorbell 3. I complained twice while it was in warranty about the battery dying in cold weather in a matter of hours even though it was hard wired and was told we installed it incorrectly and they wouldnt do anything about it. I had an electrical engineer look at it and say it was in fact installed correctly. I called Ring back and was told its not suited for weather under 32 degrees and to bring it in, charge it, and leave it inside til its above that temperature. Which makes it in useable 6 months out of the year. I asked for a replacement of a wired one and was told no its out of warranty now. I also subscribe to their service and the warranty is supposed to be extended under that. Well because one Month they couldnt bill my card due to a fraud issue it voided the warranty on all my devices Im told. This is not acceptable to me. Im asking that they replace the device I bought with a wired one that will work in the climate I live in since it says no where in the literature anywhere or on their site it wont work if its below 32 degrees. I literally have had this doorbell working 5 days in three months and Im still paying for the service !!!

  Business Response

  Date: 03/15/2023

  Hello ******, 

  Thank you for bringing this matter to our attention. Cold and frigid temperatures may impact the performance of the Ring doorbells and security cameras and we provide information to our neighbors about this here: *************************************************************************-Cold-Weather-and-Battery-Powered-Ring-Doorbells. I will have a member of our Executive Resolutions team reach out to discuss your Ring account with you further. 

  Regards,

  The Ring Team

• Initial Complaint

  Date:03/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We set up our flood light Ring camera Pro last month, this came with one security flood light camera and one other camera. The "smaller" camera that we installed in the back has never worked for more than a day, the battery goes dead after one day, regardless of an overnight charge like the agent advised. We have still gotten nowhere with that. Then I purchased the protect plan after realizing that we couldn't play back unless we had a subscription. Well that protect plan subscription registered to the non working camera, surely Ring knows that that camera is not currently online since the agent I previously spoke with was able to see that, so I called and spent an hour on the phone for that agent to tell me that it can't be transferred due to the floodlight camera was not showing me as the owner, it was attached to my husband's email. How that happened is a whole other issue and only happened due to the incompetence by the agent that we spoke to to assist us when our camera suddenly deactivated for no rhyme or reason. After an hour on the phone I got the run around and still was unable to get the subscription that I paid for transferred from one of my devices to the other, that call was pointless. After doing everything she instructed me to do the following day which consisted of deleting the device and going through the set up again and transferring ownership back to me, I contacted Ring, this time through chat, explained the entire situation over again which I shouldn't of had to do, I would expect a company of this magnitude to take notes especially since my issue was not resolved with the previous agent, I get a completely different story. Even though both devices have me as the owner, I was still told that I can NOT transfer the subscription to the working camera unless I remove the other device entirely. I AM EXTREMELY SHOCKED at the mere incompetence of these agents. I am still with a camera that has never worked, and a subscription that I can't use.

  Business Response

  Date: 03/14/2023

  Hello ******,

  Thank you for bringing this to our 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