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:01/30/2023

  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 am writing to voice my extreme displeasure with the services provided by Ring customer service. ********************** customer service completely dropped the ball and this has resulted in the loss of all of our historical recordings. This is not a situation where we waited to the last minute to submit the service order as we contacted customer service a full 3 days prior to the expiration of our "trial" period for the new device we ****************************** the cold snap that settled into the southern region of ***************** in late December 2022 our ring doorbell lost power and we believe the internal battery is not capable of performing in below freezing temperatures for an extended period of time. We phoned into customer support and they pointed us to the online store to purchase a new doorbell which we did on December 23rd. While awaiting the arrival of the new doorbell the temperature rose and the old doorbell started working again, but for peace of mind we continued to proceed with replacing this doorbell with a new device was installed in late December. This resulted in the need to remove the old doorbell from our plan and add the new doorbell at the conclusion of the 30 day trial period for the new device recordings. We phoned into customer service on 1/26/2023 to effect this transaction and per the note attached from your customer service team the associate helping us never processed the order for the new service which has resulted in us losing all of our historical recordings.Due to the error your customer service team has offered us another 30 day free trial period but we do not see that as adequate compensation equitable resolution as we lost everything including videos from last year where a now deceased relative was at our home to celebrate their grandchildren's graduation with us. We have been loyal customers with ring for the past 5 years

  Business Response

  Date: 01/31/2023

  Hello ******,
  
  Thank you for bringing this to our attention. I will have a member of our Executive Resolutions team reach out to review your account with you and partner with you on next steps.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:01/30/2023

  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.

  date of transaction 12-24-22 cost ***** I hnever had a account with them. I have not used ring service in over 4 years.I can not contact then as I have no account the charge is on jan. bill for a credit card.this is a scam 12/24 12/24 Ring yearly plan ************ **.

  Business Response

  Date: 01/31/2023

  Hello ****,
  
  Thank you for bringing this matter to our attention. If you did not delete your Ring account when discontinuing the use of Ring, it is possible that you may still have a subscription set up. I will have a member of our Executive Resolutions team reach out to help locate your account and take action.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:01/29/2023

  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.

  The date is the transaction was January 29th 2023. Contract stated it was for a year of ****************** at at $39.99. They took $36.11 and change the contract date till the December 25th. The business committed to providing me service for one year from the date of my purchase of the protection plan. That is not what they're honoring they changed the date to match my other protection plan on my other camera. And in the end they will have stolen 4 days of service from me and my year-long protection plan. Yet they kept the amount of money for the whole year. No they did not try and resolve my issues they tried to strong arm me and to accepting what they have done to me. I do not have an account number and order number a tracking number or receipt number. The name of the customer service representative I spoke with was ****. Please help

  Business Response

  Date: 01/30/2023

  Hello ********,
  
  Thank you for bringing this to our attention. I will have a member of our Executive Resolutions team reach out to review your Ring account billing with you to make sure everything is in order.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:01/29/2023

  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 spoken with Ring Technical Support 8 times and the issue with their app is still not resolved. I am tired of being given the run around and the company wasting my time.

  Business Response

  Date: 01/30/2023

  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
  

• Initial Complaint

  Date:01/28/2023

  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.

  On Dec 20, 2022 I called the Ring customer support line about an issue with playbacks of doorbell camera videos. The help line went through the scripted suggestions for remedy, none of which worked. They handed the problem off to another Ring team, my contact was********* They asked for screens hots of the issue, ISP information like ports, encryption, speed and RSS information. *********sent me am email which I responded to with all of the requested information. I never got any response. I sent two follow-up emails to********* and got no response. I was abandoned. This is not customer service, it is customer disservice. I still have a problem, and there is no response from the help line!
  

  Business Response

  Date: 01/31/2023

  Business Response /* (1000, 6, 2023/01/31) */
  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
  
  
  Consumer Response /* (2000, 8, 2023/01/31) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I seriously doubt Ring can solve the initial problem. That is something I can accept. The failure to respond is the real complaint, and they, because of the BBB, have reached out to me. It wouldn't have happened without your intervention. Thank you!

• Initial Complaint

  Date:01/27/2023

  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.

  In early December I called Ring to activate another subscription for a new property. Instead of activating an additional subscription, the operator I spoke with cancelled 20 active subscriptions at 20 properties. Prior to ending the phone call, I asked the operator several times and confirmed that he had set up the account to charge for the additional subscription. He made several remarks during the phone call that showed he was very new. He assured me it was set up correctly. A few days later, I had an incident at one of the properties that required me to look at the video history. I quickly discovered there was no video history. So, I now had a crime at one of my properties with no video footage because my Protect Plan subscription had been deactivated without my approval and I had nothing to provide the police. This was extremely frustrating and a serious violation on Ring's part. Over the course of the past several weeks, I have been in communication with a customer service member named ***. *** had the nerve to offer me a $30 credit to my account after I had literally spent 6+ hrs on hold and speaking with several different reps about this issue. Not to mention the inconvenience and liability of having no footage.More recently, I called in again to add another Protect Plan subscription and spoke with a manager named ******. After be on holding for over an hr, she again assured me the subscription to the new location was active. Today, I pulled up my video history for the property only to find there is no history and the account is not active.I have been a Ring customer for over 4 years and have 32 locations and over 100 active cameras. If Ring values my business, then a better credit needs to be provided.Please help me get a reasonable resolution to this issue. Thank you BBB.

  Business Response

  Date: 01/30/2023

  Hello *****,
  
  Thank you for bringing this to our attention. We certainly understand the importance of maintaining your Ring Protect subscriptions for continuous coverage. I will have a member of our Executive Resolutions team reach out to assist you further.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:01/26/2023

  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 am contacting you because I have contacted customer service regarding this issue several times and have not been provided with a viable solution. Last year my daughter passed away and I need the footage for all the Ring Cams in my home from August 1, 2022- August 18th, 2022. It is imperative that I receive this footage because I need it due to legal reasons. During this time my subscription was canceled and the footage was removed from my account. I am willing to pay whatever fees are needed to retrieve this footage. But I need to know what I can or need to do to gain access to this footage. The reason the account was canceled was due to the card on file during this time was declined. This was a traumatic time for me and my family and my daughter's death was sudden and unexpected and this was the issue surrounding the payment not being received in a timely manner. Please help me retrieve this footage or tell me what I need to do to retrieve this footage. The email address associated with the account is ********************* and it's listed under my husband's name *************************.

  Business Response

  Date: 01/27/2023

  Hello ******,
  
  Thank you for bringing this matter to our attention. Please accept our sincere condolences on the loss of your loved one. Regarding Ring Protect recording subscriptions, once a subscription expires, any recorded content is removed from the secure cloud servers for the privacy of our users. Once removed, recorded content is unable to be retrieved. Don't hesitate to contact our dedicated support team for any *************** questions at ***************.
  
  Regards,
  The Ring Team

  Customer Answer

  Date: 01/31/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Your rep gave misinformation then. They said that this info can be obtained via a subpoena, concluding that it has to be somewhere and not completely destroyed.

  Business Response

  Date: 02/07/2023

  Hello ******, 

  Thank you for your feedback. We will review this internally and make any improvements that we can make to meet our mission of providing a great neighbor experience. 

  Regards, 

  The Ring Team

• Initial Complaint

  Date:01/25/2023

  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.

  Very disappointed. Complete lack of customer support. Something stupid. My credit card expired. All my past video is LOST permanently. My account was unpaid for two days. I've been a Ring user with ********************** protect pro for over 4 years. All my video is gone forever. Even when I paid and "RE subscribed", all data is lost. Way to punish a long time customer. Any loyalty I had to my 5 ********************** devices is gone. Your company has way too many competitors to push users away.

  Business Response

  Date: 01/27/2023

  Hello ******,
  
  Thank you for bringing this matter to our attention. We provide three to four email notifications to neighbors in the event of a failed subscription renewal. If a subscription expires, any recorded content is removed from the secure cloud servers for the privacy of our users. Once removed, recorded content is unable to be retrieved. Don't hesitate to contact our dedicated support team for any *************** questions at ***************.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:01/21/2023

  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.

  The company utilized my debit to charge my account unauthorized when I no longer needed service. When I have contacted them several months ago, they said they have it on file and charged my account.To date, I didn't receive a refund and they are saying they can prorate charges in the amount of *****. They said they would put it back in the card they withdrew the ***** from. I advised them I no longer have that bank account. I gave them my new bank account number and to date, still no refund.When I called today, the customer service rep said they can't credit my new card. No credit was given and she is saying they credited my old account which is closed. Never received money and I explained a closed account would reject payment.I want the full refund of ****** as they charged my account t without my permission even admitting that they took the money out because they had the card on file Have been dealing with this issues for months .

  Business Response

  Date: 01/23/2023

  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:01/21/2023

  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 paid $100 for a doorbell 3 ring protection plan on 12/10/2023, I have confirmation of payment from Ring as well as my bank statement. On 1-12-23 I added 2 floodlight cameras to my account and 1 week later my account was deleted by the system 2 times. I have neither access to my cameras or the protection plan that I have paid to this company. One of the reps or supervisors ask me for the last 4 of the number used to pay for the protection plan and I gave it to her and she did absolutely nothing to resolve or restore the service. I was told someone from the security team would call me and I never received a call from anyone.
  

  Business Response

  Date: 01/31/2023

  Business Response /* (1000, 5, 2023/01/23) */
  Hello ********,
  
  Thank you for bringing this matter to our attention. Here at Ring, the safety and privacy of our users is always at the forefront of our mission. On January 21, a member of our Executive Support team reached out to speak with you about your Ring account. Please continue to work through your assigned specialist for any additional questions that you may have.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (2000, 7, 2023/01/30) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I did work with a team person from the Ring Executive Support Team member name ***** and he assured me that my account would receive a credit for 3 months of protection plan and a discount to renew for the issues that happened with my account. So far my account has not gotten deleted again and the cameras are working properly. I am satisfied with the resolution and hope that the extended protection plan given to me will be honored. Thank you.