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:03/24/2025

  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 currently having issues with 2 of my cameras. I have followed the ring up troubleshoot instructions but still not fix it. I have contacted representative months ago which told me the same troubleshooting instructions but still did not fix the shutting off of these doorbell and floodlight outdoor cameras during the day, in which I needed them the most because I am asleep during the day. I chat with Videl, today about the same issues. However, upon explaining to him or her about my ongoing problems with the camera. I am trying to have them replace thru warranty claim, but when I told him ir her that I have already done the troubleshooting and just want them replace. He or her without expalanation just ended the chat. I am paying $200 a year subscription and in my understanding it does cover those two cameras in the warranty.

  Business Response

  Date: 03/26/2025

  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: 04/07/2025

  I would like to keep this open. Ring only replace one camera and 1 more need to be replace. I would like to make sure that they will follow thru when they said. They will replace both cameras in issues. Thank ***, ****

  Business Response

  Date: 04/08/2025

  Hello ****, 

  Thank you for the provided information. We strive to provide our neighbors with top-notch support to ensure they can get the most out of their experience with Ring. It looks like you recently worked with our Executive Resolution Team here at Ring and are working towards a resolution. If you still have any questions, you can respond back to the Executive Resolution Specialist working with you. 
  
  Kind Regards, 
  
  The Ring Team 

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23111710
  
  I am rejecting this response because: I still waiting for the floodlight to be replaced, when that happen I will then accept this resolutions.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:03/24/2025

  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 bought a Ring Outdoor floodlight with camera plus. Upon buying theb unit in the discription it stated it has the capabilities of locking and unlocking compatible locks. I looked to see what locks are supported by Ring. I brought a lock which is compatible. I went to set up the lock, upon syncing my lock with the Ring app I was told I needed to upgrade my floodlight camera to a pro or doorbell to a pro series. I messaged Ring to see what was the most cost affordable pro series battery operated doorbell to that I could use the features. The representative told me that the Battery Door Bell plus would work, that the okus is a version of Pro series that Ring identity this unit as a pro series. I ordered the exact model that the representative recommend. I received the unit activated and set up the Ring Battery Doorbell Plus. I went to sync my lock and did not work. Once again i was prompt to upgrade my devices to pro units. In confusion I called the ring support. I was them told that plus outdoor is not a supported device however the product discription states it has the ability to bridge my lock, the last product specialist recommend the doorbell plus which is a pro series I was told that I would have to re return my doorbell and get a 3rd doorbell. 8 asked why when the outdoor wired floodlight states that this was a compatible unit, that the representative stated that the new doorbell was sufficient to do what I wanted the features of device to do. The doorbell is supported with a bridge as well as outdoor wired camera is also providing a Amazon Sidewalk as well, along with all my ***** units providing Amazon Sidewalk. I was then told i need to go buy a ring alarm base unit to make the Ring plus system to work properly and it might work but the representative was not sure if the base alarm would really work that I would need to trade in all my Ring Units and upgrade them all to pro series. Why do I meed to buy all new pro units when the plus has the features

  Business Response

  Date: 03/26/2025

  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: 03/31/2025

   
  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.
  Ring CEO Assist had helped me wonderfully wr have come to a resolution in the matter. The company came thru immediately and professionally. Issues regarding the matter were also resolved with errors being fixed. 

   

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

   

  ************ 

• Initial Complaint

  Date:03/24/2025

  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.

  Ring shut off and deleted my history I paid for. I called Ring and he said he transferred it. Later I found they didnt. I had to pay a new subscription. Ring deleted prior video history. I want my money back.

  Business Response

  Date: 03/26/2025

  Hello ****,
  
  Thank you for bringing this matter to our attention. We strive to provide our neighbors with top-notch support to ensure they can get the most out of their experience with Ring. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 
  The Ring Team

• Initial Complaint

  Date:03/24/2025

  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 been a loyal customer for over four years. Approximately two years after purchasing my first Ring Video Doorbell, the glass covering the lens fell off on its own. I did not even try a warranty claim thenI simply purchased a new device. Now, on my second device, the same issue has occurred again.When I contacted support and explained my experience, I was told that the problem is not considered hardware-related and that it is not covered under warranty, as it exceeds the one-year period. This response is unacceptable and makes me feel like Im being taken advantage of.Moreover, I have seen numerous threads on your website where other customers are reporting the exact same *************************** issue. It is clear that this is not an isolated problem but a widespread defect.I demand immediate actioneither a replacement or a repairso that you stand behind your product and protect your loyal customers.I expect a prompt and satisfactory response.

  Business Response

  Date: 03/26/2025

  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:03/22/2025

  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 was gifted a ring video doorbell **** 2) brand new in the box. However, battery/device was deemed faulty straight out of the package. This was stated directly from a Ring customer support agent. Despite the retail of the device being $100 at time of purchase, all they were able to offer is a 35% discount on a new ring device. Even though the original was purchased at retail price and was never able to be used due to the company's own malfunction. I understand that it is not the newest model and that the value has decreased, however not being able to offer the same device as replacement is ridiculous. I (along with the person who gifted the device) do not desire to invest more money into a company that we have already lost money on. Theres no guarantee the new device would work, and then I could possibly be in the same situation I am now.

  Business Response

  Date: 03/25/2025

  Hello Maddison,
  
  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:03/22/2025

  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.

  Two teenage boys are habitually breaking into my house. Multiple times, I have had a ring subscription for a very long time. They took down both posts about the boys harassing and destroying my property despite the police reports, videos and proof. Thanks to this the harassment has continued with no intervention from police and the parents of the criminal teenagers are happy with rings decision.

  Business Response

  Date: 03/25/2025

  Hello Jasmine,

  Thank you for bringing this matter to our attention. The Ring Neighbors app is a "free" app separate from the Ring app for your Ring devices and subscription plan and is a great community platform for users to post important notifications about activities in their neighborhood. We strive to ****** an inclusive and welcoming environment where all feel open to participate. We feel that there is value in keeping neighbors in the know, and we are glad that you feel this way too. If you feel a mistake was made on your post being removed, and you would like to appeal your post being taken down. Please respond to the email sent, and the team will get back to you.
  
  For more information on the Ring Neighbors app community guidelines, please visit the following link. ******************************************************************************************************************
  
  Kind Regards, 
  
  The Ring Team

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23101990
  
  I am rejecting this response because: I've been redirected back and forth between Ring and their many sub-companies and affiliates with nothing happening. 
  
  Sincerely,
  
  Jasmine M

  Business Response

  Date: 03/27/2025

  Hello Jasmine, 

  Thank you for your feedback. The Neighbors app is a "free app" to use separate from the Ring app for your paid subscription plan for your Ring devices. While it's free to use, there are set guidelines. Those guidelines can be found on our website at the following link. ******************************************************************************************************************

  If you feel your safety is in danger, we recommend partnering with your local law enforcement for further assistance. If you feel your post has been taken down by mistake, please respond back to the email sent to you about the removal of your post. 

  Kind Regards, 

  The Ring Team

   

• Initial Complaint

  Date:03/21/2025

  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 4 ring cameras and my son had put his email on the first two. The first two Ive had for 3 years on a plan and all of a sudden they are not on a plan and they keep saying that they cant get put on the plan with the second two cameras that I got for Christmas 2024 and put all 4 on MY debit card ,unless I get up on my garage and get a code off the back of a camera. - and the one doorbell that is attached to my house. At first, they told me to tell him to delete the app.. and so I did and now theyre saying that that is the reason why they cant put it on a plan because he deleted the app and thats what caused it to not be on a plan. I dont know how to get all four cameras back on a plane. and then they tell me to have him delete the two cameras off the plan with his email, but theyre not mentioning that if he does that then I have two cameras that I dont have a code for and then wont be able to use. The one plan that I would be using allows up to four cameras thats what I thought I had all along. But even if they let my son put it on his debit card then That means Im gonna be paying $20 instead of 10 for four cameras.

  Business Response

  Date: 03/24/2025

  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:03/19/2025

  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.

  On 3.17.25 I was emailed by Ring Doorbell that my trial would be expiring and I needed to either sign up for a service or I would only have minimal services. I followed the email and signed up for the mid tier service. It was $106 for the year. That was fine. Then, as I'm signing up, in the process you have to click thru some things. One thing you click thru is for Virtual Security Guard. There was no price listed as it's telling me to put my info in here to sign up. No where did it tell me it was going to be an additional $100+ cost to me. I did cancel that subscription that I unknowingly signed up for, waiting on a refund. This is a deceptive practice and it needs to be more explicit to the cost before just suggesting customers sign up.

  Business Response

  Date: 03/24/2025

  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: 03/24/2025

   
  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:03/12/2025

  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 paid for an entire year of home security monitoring 9/2024. Today I got an email my plan was going to be transitioned and if I didn't want the cost to double I needed to remove professional monitoring. I did so without realizing that it would take all monitoring off my current plan effective immediately. Several hours later when I went to set my alarm it said it wasn't being monitored. I contacted Ring immediately and they said there was nothing that they could do about it and I would have to pay another 100$ if I wanted back the monitoring I had already paid for. The whole reason I paid for a year was to protect against price increases and it is extremely fraudulent for them to send a misleading email to trick consumers into removing monitoring and then say there is nothing they can do about it. In addition, they sent this email right after my 6 month billing **** so that if I canceled I would pay for an entire month of service I didn't use and they could prorate the refund and keep the difference. Also, the heading on the email said it was an upcoming change even though it wasn't for 6 months. The whole email was clearly meant to trick people as was their making the change irreversible without paying them another 100$.

  Business Response

  Date: 03/13/2025

  Hello *****,
  
  Thank you for bringing this matter to our attention. We strive to provide our neighbors with top-notch support to ensure they can get the most out of their experience with Ring. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 
  The Ring Team

• Initial Complaint

  Date:03/12/2025

  Type:Sales and Advertising 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 camera devices for years and never had an issue. Everything was good Until about six months ago, every device i have stopped working. They won't stay online, the battery's are completely dead after a day or two and take almost three days for a full charge.The customer service is telling me that it's because I haven't reset the devices. At least they can't see that I have on their end. Maybe that's because the cameras haven't worked. My side yard flood camera is only six months old. It hasn't been online for almost five and a half months.

  Business Response

  Date: 03/14/2025

  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