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:03/10/2023

  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.

  Sept 2016-Upgraded alarm system with ADT and also had ADT provide and install the RING doorbell with included monitoring services for 30 days. After thirty days we were required to contact RING direct to establish annual payment arrangements to continue services....this was done Oct 2016 for annual payments using our DISCOVER charge card.Never had any problems with system working until Dec 2019 when we noticed the camera was not working and there was no monitoring info available.30 Dec 2019, RING was contacted and we explained our problem. We were asked for the password and explained we were unable to locate a password listed in any of our documents. The person we spoke with said he would send us an email with instructions on how to create a password. This was done at least 4-5 times, but the email would not allow us to do what was required to make changes. ERROR message in RED stated INVALID RESET PASSWORD Totally frustrated after an hour we hung up and just never called back.Since that time we have a RING doorbell that does nothing, no longer is operational and we are still being charged yearly for services we don't receive.All we want is to be able to cancel the annual charge on our DISCOVER but without an account number to can't get through using ************************** or calling ************ and you can't even speak with a human being. Sent letter to their address Feb 2023 and it was returned..the yellow sticky from **** read: RETURN TO SENDER, NO MAIL RECEPTACLE, UNABLE TO FORWARD.

  Business Response

  Date: 03/13/2023

  Hello ******, 

  Thank you for bringing this matter to our attention. I will have a member of our Executive Resolutions team reach out to assist you with closing down your Ring account. 

  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:03/09/2023

  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.

  I contacted Ring customer support on January 14, 2023 concerning an outdoor spotlight camera that was showing everything in red. The camera was about 2 years old and we paid over $200 for it. After a lot of research this condition appeared to be fairly common with this model. We went through many different procedures with a technician to try and resolve the problem over the phone. However, the Ring representative finally confirmed that an equal or better replacement device for our Spotlight Cam would be ordered and the request will be processed and shipped as soon as possible. This was followed up with an e-mail and *** shipping label for the defective device. Request ID: ****************** 2 weeks waiting I called customer support for a status update. I was told the replacement was shipped to the wrong address and a new shipment would be sent. I waited 2 more weeks and called Ring again. I was told the device was backordered and would ship soon. B.S. I called again yesterday March 8, 2023 and was again told the device is backordered and a ship date is unknown. **************** person advised she would e-mail me when the device ships.This ordeal is now approaching 2 months and I am frustrated and angry about this poor customer service and lack of corporate accountability. This process is absolutely incredulous and I am certain these devices cannot be on backorder this long. For some reason I have been getting the proverbial run a round.For these reasons and for security I ordered a new camera for $170.I'll bet if this story went public a lot of folks would think twice about buying Ring. Either send the replacement right now or refund me $170. Thanks.

  Business Response

  Date: 03/09/2023

  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: 03/09/2023

   
  Complaint: 19561192
  
  I am rejecting this response because: I will wait and see what their team does. This response is no resolution.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 03/29/2023

  Resolved and Thanks.

• Initial Complaint

  Date:03/08/2023

  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.

  Hi,On August 25, 2022, I renewed the Ring Yearly Plan for an amount of $30USD.On January 5, 2023, I initiated a warranty claim about a cracked button on my Ring doorbell device. The claim was accepted and a few days later I received the replacement Ring bell. In order to activate it, I called the ** where I was told that my old Ring device will be deactivated immediately, and my replacement bell will take over in my account. The representative told me that my yearly subscription will be transferred to the replacement device.Yesterday, March 7, 2023, I noticed that my Ring application will not let me access the video playback. The message was saying that my trial period is finished and that I need to pay $39.99 for my yearly subscription.When I contacted Ring **, the representative offered me the explanation that there is nothing to do about my previous yearly subscription because it was cancelled. To continue to use Ring services, I need to pay again for a new early subscription at the cost of $39.99USD. Also, he mentioned that the plan for $30.00 is a grandfather plan that is no more available.I am not agreeing with the manner that Ring canceled the service without my consent ang is forcing me to switch to a more expensive plan. It looks like a scam to me.

  Business Response

  Date: 03/09/2023

  Hello **********, 

  Thank you for bringing this matter to our attention. The Ring Protect recording subscription is a great way to capture activity at your front door that you can review at a later time. We do not offer a grandfathered subscription, however, I will have a member of our Executive Resolutions team reach out to review your account with you.

  Regards, 

  The Ring Team

  Customer Answer

  Date: 03/09/2023

   
  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:03/07/2023

  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.

  my door **** has been picture issue at night only, complain has been filed 2 years a go for the same issue, customer support told me ****** ago to reset and the issue come back, i reported today, and i been told this need to be replace in 1st place, no out of warranty i have to pay for new one. ***** will broke again in 1 year , it not professional and not good quality, and I am paying monthly fees subscription I dont know why I am not able to replace if manufacture faulty

  Business Response

  Date: 03/13/2023

  Hello ****, 

  Thank you for bringing this to our immediate attention. We are committed to ensuring that you have a reliable security solution to help protect your home. If you continue to experience the same concern with multiple devices, we will need to look into any environmental factors to determine the cause. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 
  The Ring Team

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19552058
  
  I am rejecting this response because:

  My issue still exists,  I called ring multiple times last week,  last year , only option I had to buy new devices with a discount,  I can afford to buy a new device every year.

  Bad pic only at night!!

   

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

  Business Response

  Date: 03/29/2023

  Hello ****, 

  Thank you for providing an update on the matter. If you continue to experience the same issue with video quality at night, even after having the Ring device replaced, then we need to take a deeper look into external factors causing the difference in video quality at night. Please respond to the email thread with the Executive Resolutions team in order to receive some assistance with troubleshooting your concerns.

  Regards,

  The Ring Team

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19552058
  
  I am rejecting this response because:

  I paid to replace and had same issues,  called customer service they can't fix it after all tech support walking through,  till today 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/06/2023

  Hello ****, 

  As previously mentioned, it would be best to partner with our support team to work towards resolving your product concerns.

  Regards,

  The Ring Team

• Initial Complaint

  Date:03/07/2023

  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.

  **************** representatives have quite an attitude directed at me. Ive had to call countless times about faults in their devices and app. I bought my original doorbell in December of 2021. I was sent a replacement battery in the fall of 2022. That however did not solve the problem. I was then sent an entirely new device. That device is now having a completely different problem. They are sending me a new device. So now going to be on my third device in less than a year and half of being a customer of **********************. Its great that they send replacements for their devices but the trust of getting a reliable device is becoming nonexistent. It the home security industry, trust of a reliable device should be a top priority. The days when the device is not working leaves me and my home vulnerable.

  Business Response

  Date: 03/13/2023

  Hello ******,

  Thank you for bringing this to our immediate attention. We are committed to ensuring that you have a reliable security solution to help protect your home. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 
  The Ring Team

• Initial Complaint

  Date:03/07/2023

  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.

  RE Ring alarm account tied to email ; *********************** This complaint is filed to address multiple issues;In summer 2022-Ring promised a window contact sensor replacement to be shipped. It was never received.Countless follow *** requesting they resend have gone unattended to.This can be shipped to the now current physical location on Glenbranch.Issue 2-Their website does not allow login. Tried 4 times this morning, set the password, and certainty of approximate password is used and their system just cycles through to the same error. I am seeking options for plan cost options and cannot do this.Issue 3-Due to imperfections of current window contact sensors on sliding doors on the site-2 sensors are triggering false tamper alarms.This morning around 6:30 am the system alarm went off. No call from dispatch was received, which is a deeper concern in the event it was or is an actual emergency.

  Business Response

  Date: 03/07/2023

  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: 03/09/2023

   
  Complaint: 19551212
  
  I am rejecting this response because:

  They have not resolved anything.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/28/2023

  Hello *******, 

  Thank you for providing an update on the matter. At Ring, we highly value the privacy and security of our users. In order to effectively assist with resolving your concerns, we need to authorize your Ring account in order to review and speak to any details on your Ring account. I will have our Executive Resolutions team attempt to reach you again so that we may assist you with your needs.

  Regards,

  The Ring Team

• Initial Complaint

  Date:03/05/2023

  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 February 16, 2023, I contacted Ring support about an exterior camera not showing correct battery levels. After repeating the same troubleshooting steps as directed I was informed that " I already submitted this concern to our Developers Team to be further checked. As they will be handling this ticket from here, they may reach you directly to collect further information or update you up on the status of it." I received an email response to my request for further information on March 4, 2023, "Our Developers Team may instead reach out to you with the status and update." During a chat on March 5, 2023, I was advised that "It looks like it need in-depth troubleshooting with our trained Technical Team to check why you're having this issue and proceed with the resolution based on the troubleshooting results. This is not handled by our Developer Team but to our Technical Team." I was then ask to contact one the technical team members at the same number that I used to initiate the query on February 16, 2023.

  Business Response

  Date: 03/06/2023

  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: 03/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and will await the company's response and resolution.
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:03/04/2023

  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 26, 2023, I placed an order on Ring.com, order # *** *******. The order was for a Ring retrofit alarm kit and the purchased totaled $86.09. After a few days I checked the status of the order and it said, "on the way." On March 3, 2023 I went back to my order and noticed Ring was using the wrong delivery address for my shipment. I contacted Ring Customer Support and informed the agent of their error. While I knew I didn't enter the address, which was for an old dorm my son lived at years ago on ***************** campus, I assumed they pulled the address automatically instead of using my shipping address. Upon explaining the situation to the agent, I was placed on hold several times while she socialized the situation with their shipping department. The resolution from their side was for me to contact the **** and change the shipping address. I asked how that would make a difference if the shipment was already delivered to the ************ address and she said it was still pending delivery. I asked why this was my responsibility since its their error and she said only I could update the shipping address with ****. I attempted to contact **** using the link provided by Ring and it showed no record. I had to return to a business call so I asked the agent to send me their updated status and I would follow up. Today, March 4, 2023, I attempted to track down the package and I couldn't find the appropriate avenues with ****. I called Ring back and spoke to another gentleman - essentially they went through the same routine; spoke to shipping, asked a bunch of questions about the shipping address BUT this time they acknowledged that if I didn't manually enter an address they automatically populate the shipping information with the address on file. First, that's not the last address on file, I recently purchased several items from Ring (within 7 days) and all used my CURRENT address. However they refuse to intervene to retrieve my device. Please help.

  Business Response

  Date: 03/06/2023

  Hello *********, 

  Thank you for bringing this to our attention. We strive to provide our neighbors with a seamless ordering process as we recognize the importance of investing in your home security. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 
  The Ring Team

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19538521
  
  I am rejecting this response because they are still reviewing the matter. No resolution has been proposed or reached.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/21/2023

  Hello *********, 

  Thank you for providing an update to the matter. Our records indicate that the item we have resent to you was delivered to your door on 3/16/23. If you did not receive this item, please contact our team back by responding to the email thread with your designated Executive Resolutions specialist.

  Regards,

  The Ring Team

• Initial Complaint

  Date:03/02/2023

  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.

  15 months ago, our first Ring doorbell simply quit working. We called customer support several times and finally were told we needed to purchase a Ring, second generation. We did. 11 months later, same issue. Spent an hour on the phone with Ring today. We were told by the rep we shouldn't have done that. We hardwired both of our Rings, understanding that would be the power source. Wrong - the Ring actually runs off of its lithium battery. It was run down due to extremely cold weather here in ******. Tech support was not helpful at all, told us to get an electrician! She talked over me and was quite condescending. WE finally took the Ring off of the house and charged it. It works now and we will reinstall tomorrow.Reading the Internet there are several complaints about this exact same issue. In point of fact, this device actually should not be hard wired as it doesn't provide electricity to sustain the system. It must be charged. When it's hard wired it does not indicate charge is necessary. We threw a perfectly good Ring doorbell in the recycle bin because this issue was either not identified, or identified and not communicated to the consumer. We are traveling Saturday abroad for 2 weeks and this provides us with no confidence in the Ring, or if it helps to provide safety to our home.Resolution - it's sitting on our counter charging and apparently works. We will reinstall on the front door tomorrow morning.

  Business Response

  Date: 03/06/2023

  Hello ********, 

  Thank you for bringing this matter to our attention. The primary power source for the Ring Doorbell models that you've mentioned is battery, and they can receive a trickle charge from the existing doorbell wiring in your home to help extend the battery life. I will have a member of the Executive Resolutions team reach out to partner with you on the best solution for your home. 

  Regards, 

  The Ring Team

  Customer Answer

  Date: 03/06/2023

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

  I am currently abroad. Please reach out to me in 2 weeks. Again this is not what is communicated by your customer service team. Thank you. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/02/2023

  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.

  I have a Ring doorbell that was purchased for my home. It did not, for whatever reason, have the correct mount. I purchased several replacement mounts, but none worked. Ring consistently told me their mounts are out of stock and that theyd send me one when they were stocked again. Its been about 9 months or so. They never sent the part. Today, I spoke with a ******* at Ring who said that they still, the following year from when this started, havent got those parts back in stock. In the meantime, my expensive Ring doorbell camera is just sitting in the living room looking at the wall. Ring continues to just say oh, well we will send you another sticky mount until we get the other back in stock. Im in a 100-year-old house were renovating. Removing the sticky mount from the last one ripped all the paint from the wood trim. Im not doing that again. I want the mount Im supposed to have. Ring has taken my money and refuses to give me the parts I need to make my product work. If you dont have and will never have the correct mount for my doorbell, then send me a doorbell you do have a working mount for. This is insane operation by this company. Wildly inept.

  Business Response

  Date: 03/06/2023

  Hello ******, 

  Thank you for bringing this matter to our attention. We certainly understand the importance of being able to mount your Ring Doorbell safely and securely. I will have a member of our Executive Resolutions team reach out to assist you further.

  Regards, 

  The Ring Team