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:03/02/2023

  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.

  On 2/17/23 I signed up for professional monitoring, as my trial was ending. The email said within 48 hrs I would receive another email from Ring notifying me of the monitoring being activated. On 2/24 I still had not received an email from Ring that my monitoring was active, and when I checked the account it still showed as pending. I was leaving on a trip starting 2/25, so on 2/24 I started a chat with Ring via the app. After a lot of back and forth I was informed they couldn't help and I needed to call Ring **. I called and after spending time explaining the problem to the ** rep, she asked me if I had logged out and logged back in to my account. She then proceeded to ask me HOW I logged out of my account. Then after much time was wasted with her, she informs me that I actually cannot have anything done with her because she doesn't have the right authorizations. I get transferred to another rep who then escalates my issue to resolutions, he notifies me it will be another 4 BUSINESS days before I get a resolution. I expressed dissatisfaction since I had already paid for the monitoring and now have to leave my house without security, he said resolutions would be able to find a solution. On 3/1 I receive an unprofessional email from ****** in resolutions that only says "I have updated the account status to professional.". When I attempt to email back, as the email says I can, I get kicked back saying it doesn't accept incoming mail. I reach out to Ring via FBchat and the rep there was so incompetent and inconsiderate of the time that I have. I was told I would need to call AGAIN to get anything resolved. Ring has now decided to stop responding to my messages. I do not have the time to sit on the phone explaining countless times to unauthorized employees my problems, nor should the customer be expected to be inconvenienced due to Ring's internal system issues, Ring has displayed numerous times that they don't care about their customers or the experience!

  Business Response

  Date: 03/06/2023

  Hello ******, 

  Thank you for bringing this matter to our attention. We certainly understand the importance of having your home secured with Ring Professional Monitoring. I will have a member of our Executive Resolutions team reach out to assist in making sure your Professional Monitoring is set up for you. 

  Regards,

  The Ring Team

• Initial Complaint

  Date:03/01/2023

  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'm taking a complaint for the ring because my neighbors using it inappropriate keeping an eye on me and filing complaints about me harassing taking videos and pictures of me on my own private property I feel my privacy is in danger and I feel like it's threatened and I feel like he's terrorizing me with his ring door that every time I I go outside he is watching me every move I make and also the doorbell goes into my room and on my porch

  Business Response

  Date: 03/03/2023

  Hello ***, 

  Thank you for your inquiry about the use of Ring in your neighborhood. Here at Ring, our mission is to help make neighborhoods safer, and we are always improving our products and services to meet that mission. Our devices are equipped with privacy features to encourage our users to respect their neighbor's privacy, and to always use Ring responsibly.
  
  During the device setup process for our video doorbells and security cameras, users are guided through various settings and options, including a feature called Privacy Zones. We also offer several support articles on our website that give users tips and tricks for how to optimally monitor their personal property, as well as when to seek guidance on the use of Ring within their local community. If you have specific questions or concerns regarding the use of security cameras in your community, we recommend consulting with your local municipality for further assistance.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:03/01/2023

  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 made an order back January, I received an email stating my order has been delivered i go outside and no package. I give it two days and nothing I contact Ring and absolute no help. today march 1st almost two months later I contact ring again explain frustration they say the ring camera has been activated and i cant receive a refund. I ask them where it is located and no help. some one else using my ring camera and all they said is to figure it out. I am extreme frustrated and disappointed this is not the first time i order from ring, such bad customer service. my order number is **********.

  Business Response

  Date: 03/02/2023

  Hello *******, 

  Thank you for bringing this matter to our attention. We strive to ensure a user-friendly ************************** and delivery process for our neighbors. Our Logisitics team reviewed the specifics of your order when you contacted customer support earlier this week and provided the appropriate next steps. At this time, we recommend that you reach out to your financial institution to facilitate a refund for your order. 

  Regards, 

  The Ring Team

• Initial Complaint

  Date:02/28/2023

  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.

  I want a full refund of your video doorbell. I have had the same ongoing issue with your product for weeks now. I have gone back and forth between Ring technical support and Spectrum technical support and still have not gotten any assistance from neither of you. I have pleaded with you all multiple times. I will be seeking legal action if y'all do not refund me. I have told reps multiple times what the issue is. Spectrum has stated that the device shows as connected on their end but your reps refuse to help me.

  Business Response

  Date: 03/01/2023

  Hello *******, 

  Thank you for bringing this matter to our attention. We want to make sure that you can get the most out of your experience with Ring. I will have a member of our Executive Resolutions team reach out to review this with you further. 

  Regards, 

  The Ring Team

  Customer Answer

  Date: 03/05/2023

   
  Complaint: 19514623
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/27/2023

  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.

  Established Ring Account in / around June 14, 2021 and have not lapsed in Ring Protect Subscription. Furthermore, Ring Account confirms eligible for Protect Plus (1st **** such benefits specifically to nature of complaint Extended warranty coverage applies to eligible Ring devices, provided you subscribe to Ring Protect Plus during the original warranty period, until you discontinue your subscription. However, I have contacted Ring with technical issues with device ********************** Doorbell not being able to transmit voice or hear sound transmission in its entirety wither Live view / Recording. Ring Support, insisted I check firmware is updated and device is online. Most recent conversation with Ring Support, February 2023 and unsuccessful support assistance provided to resolve issue with device. More so, ********************** Support diverts from offering to abide to Extended Warranty Protection although monthly Protect Plus (1st **** subscription charged monthly. Desired Resolution: Ring will abide by Extend Warranty, replacement of device. Wherefore, customer feels ********************** should upgrade device for the time spent trying to get resolution it is more important device is merely replaced.

  Business Response

  Date: 03/02/2023

  Hello *****, 

  Thank you for bringing this matter to our attention. We want to ensure that you can get the most out of your experience with Ring. I will have a member of our Executive Resolutions team reach out to review any device concerns. 

  Regards, 

  The Ring Team

  Customer Answer

  Date: 03/02/2023

   
  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:02/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Ring Pro2 doorbell/camera from *************************.After looking at the Ring advertising online and on the box I liked the Smart Responses on this model also watched the video on smart responses. So I bought the Ring Doorbell Pro2. Only to discover I could not activate smart responses? I contacted Ring support ****** for assistance after 2 phone calls and 2 hours on the phone I was told that feature is only available in *******? Which was not stated in their advertising, on their box, manual or their online videos. I would call this misleading advertising.Thank you *************************

  Business Response

  Date: 03/02/2023

  Hello *****, 

  Thank you for the feedback that you've provided about the functionality and compatibility of the Alexa ********* with select Ring devices. We are always striving to improve the features and functionality that we provide our neighbors to align with our mission of making neighborhoods safer. Your feedback as a daily user is an important part of that process. I will be sure to provide your feedback to the appropriate team(s) to review any areas in which we can improve the messaging about Alexa ********* with Ring. Thank you for being a valued neighbor in the Ring community.

  Regards, 

  The Ring Team

  Customer Answer

  Date: 03/02/2023

   
  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.  Ring did not answer the misleading advertising as to the factuality only a PR answer. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/25/2023

  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 stick up security camera that will not connect to my WIFI. I called customer support for help on 2/24/2023. The technical details of the troubleshooting process are long. Ring can find details by reviewing notes taken by technical support or listening to recorded phone call. A brief summary of technical support is as follows: After going through troubleshooting with first and second level support I was told that my internet provider is blocking ports that the camera needs to work. I have a ring doorbell camera that works and cameras by two other manufactures that work. I have ******************************** my home that all work. I was told that my stick up camera uses different ports than doorbell camera. When I asked them to tell which ports the stick camera uses that the doorbell does not; technical support would not answer this question. I was told to just check all ports. Ports list is long and complicated. I could connect the stick up camera to internet by connecting to my iphone hotspot. This is the same internet source used by my WIFI. Both are ******* hotspots. If internet provider is blocking ports I am supposed to believe that they block on one hotspot and not the other? See picture of camera S/N attached.

  Business Response

  Date: 02/27/2023

  Hello ****, 

  Thank you for bringing this matter to our attention to providing a summary of your troubleshooting. If your Ring Stick Up Cam will connect to a hotspot, but not the home Wi-Fi connection, then your next best step is to partner with your internet service provider to ask that they either adjust the ports provided by our team, or they can create a DMZ permission for the Stick Up Cam in your router settings. In this case, a replacement device would not be an effective resolution for you. Even though your home Wi-Fi and mobile hotspot are provided by the same provider, the configurations will vary. 

  Please don't hesitate to contact our support team back if you have any further questions. 

  Regards, 

  The Ring Team

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19496646
  
  I am rejecting this response because:

  I have 21 internet connected devices (including cameras and other ring devices) in my home.   They all work.   To say the problem is with my internet provider is a cop out.  I will put the camera in the trash and buy one from another manufacturer. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/24/2023

  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 being billed by Ring and they can not cancel my payment because it does not show in my account, Yet at my bank they are deducting $39.99 from my checking account. I am told they can do nothing about it. Unless I give they another email address, which I gave them and they state it is not that one. So they will charge me this amount unless I give them other email address. There accounting system should be changed. They need to find another easier way to cancel a account. When ask to speak to a Supervisor they would not transfer me. I hope Ring does a better *********** me I will be telling all my friends not to by Ring

  Business Response

  Date: 02/27/2023

  Hello ******, 

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

  Regards,

  The Ring Team

• Initial Complaint

  Date:02/19/2023

  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.

  On Feb 18,2023 received an email from Ring stating my protect plan I pay yearly for was expired today due to old payment method.I checked into it and on Amazon(linked acct) it looked right to me.I ******* find any order history or evidence of subscription expiring online. Also saw no emails except those trying to sell me stuff or that my doorbell needed a charge,never anything about the subscription.Noticed my saved videos recorded from my doorbell cam were missing so I called customer service,the videos I had saved were evidence in an upcoming court case and were very important.Had to verify my identity with a link from my Amazon acct before they would discuss my Ring acct(again linked accts).Customer service told me my subscription ended(no notification, no email)and why, turns out they tried an old card FOUR TIMES in last month with no notification to me at any point.Not app/email/Amazon nothing.I pulled up all the emails Ive gotten from them in past wks and mths,nothing about my payment method or plan ending.I mentioned why not using my linked Amazon acct for payment or notification but no,they said they dont use Amazon acct,yet they wouldnt even speak to me without verification of my Amazon acct?Was told that my subscription lapsing those 10 hrs meant my video is gone for good.A video I paid a yr of protection for so I could access in situations specifically like the one I needed and gone immediately in a sec.I could see blocked from viewing until payment made but erased immediately what I paid a yr for?Thats just bad design.A simple email or notification from my app/Ring or Amazon would have been good business,but for someone who needs a video saved for court this is worst possible scenario from a company whose whole business model is protection.A company who sends me emails every wk to purchase more products but important emails about my acct information show how didnt show up.Spoke to a supervisor,same thing my video is gone,no apology just excuses.

  Business Response

  Date: 03/03/2023

  Hello ******, 

  Thank you for bringing this matter to our attention. Ring offers Ring Protect recording subscriptions to users that can be renewed monthly or annually with no contract. If we are unsuccessful in renewing a subscription, Ring will make three additional attempts to renew the subscription before the plan is cancelled. Each renewal attempt is paired with an email notification for our users to let them know that we are trying to renew a subscription.

  If the renewal attempt is unsuccessful a fourth time, the plan will be cancelled and any stored content is removed from our secure cloud servers for the safety of our users. Once the content is removed, it is no longer retrievable. If you have any further questions about Ring Protect, you can visit our *********** at support.ring.com, or you can reach our dedicated support team via phone or chat.

  Regards,

  The Ring Team

• Initial Complaint

  Date:02/19/2023

  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.

  They should really inform potential customers that this device is worthless without purchasing an additional subscription. I never would've wasted $100+ on it if I'd known that. Also just recently tried to log into the app and I can't access it anymore unless I upload a government issued ID!?!? Seriously an overreach! They have no business even asking for that! Simply unusable product. Really wish I'd have returned it as soon as I realized it was just catch bait for subscriptions.

  Business Response

  Date: 02/20/2023

  Hello ****, 

  Thank you for bringing this matter to our attention. The Ring Protect Plan is a great optional subscription to allow your Ring device to record and store events for later review. If you do not find value in a subscription for your home, the Ring cameras still operate in real time, allowing you to monitor your home. With regard to your log in needs, I will have a member of the Executive Resolutions team reach out to assist you. 

  Regards, The Ring Team