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:01/20/2023

  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 December 28, 2022, A transaction occurred with ring for an invoice and refund for $200. The invoices were slated for $183.33 and $16.67. I have contacted customer service explaining the discrepancy in which there was no full refund. Anyone who works with banking understands an entire amount is refunded because a shadow transaction cannot be partial, illiquidated , The funds are forfeited to the banking institution from the merchant. This being the case is a clear indicator of fraudulent activity. I was told by ring.LLC. I was going to be refunded within' 24 hours, than 3-5 business days, **** business days, from December 28th, 2022. I have spent 10 hours in total and requested for ADA ************** what appears to be Section 504, and 508 non-compliance. In addition to this run around, I have been told I'd receive a refund which can be verified by ring. LLC with a false invoice, and refund, for which an ARN number was not valid as confirmed by my banking institution. and then a company credit for the amount. Arn numbers currently operate under Amazons AWS System, and can be verified with most banking institution's within' matter of hours.Because ring. LCC, is headquartered out of **********. I explained the violation in which it pertains to ********** Business and Professions Code Sections Chapter 5. Sections 17200.I explained to their leadership team that this statue pertains to "As used in this chapter, unfair competition shall mean and include any unlawful, unfair or fraudulent business act or practice and unfair, deceptive, untrue or misleading advertising. I informed the company of this discrepancy, in order to find a solution to the matter. However a solution has not been reached with regards to an incomplete refund. I have provided as much documentation to the best of my ability. At this time I am filing a complaint with the Better Business Bureau. Thank you for your time and consideration with this matter.Sincerely,Justice ***********

  Business Response

  Date: 01/23/2023

  Hello Justice,
  
  Thank you for bringing this to our attention. I see that you've recently contacted our customer support team regarding this matter, and we want to ensure that you've received your refund. I will have a member of our Executive Resolutions team reach out to assist.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:01/20/2023

  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've been a Ring customer for less than 2 years and have been very happy with Ring products until yesterday. We own the Doorbell Pro, Floodlight Cam, Chime Pro & signed up with the Basic Yearly Plan. Last week our doorbell started acting up and a day later it completely stop working. I tried all the steps myself to reset it and all I could get was "no power" to the doorbell. According to Ring this is a transformer problem. Our system is hardwired directly, no power supply pack, and has worked fine for a little over a year. As recommended by Ring I purchased a new transformer 16V AC at 30 VA for $30. Sill "NO POWER" to the doorbell.I called customer support and spoke with J--. The conversation was not a joy. Basically she was reading off a cue card and I could tell from the start she could care less. Getting no where other than frustrated, I asked to speak with her supervisor and then ALL OF A SUDDEN I got her attention. She started typing notes on the system. Not sure what she was typing or saying but I assume it's in a way to cover or benefit herself. That took about an hour. After several requests, reluctantly she finally put me through to a supervisor. Same frustration. My options are to buy a cheaper version, get 35% off the same device or do nothing. The problem I have is we don't have the funds to purchase a new doorbell every year in a half. I understand the warranty is only good for 1 year but why would anyone buy Ring products if they only last 1-3 years according to Customer Support. I've emailed CEO *************************** at ***************************************** (to busy) still no reply. Are Ring products built this way intentionally to deceive the consumer in order to make more money? In closing I'm hoping Ring cares enough about the "Ring" name and willing to help me with our dilemma. I would like to feel secure again with a new Ring doorbell knowing we didn't invest in another money making scheme -or- Ring just be honest about what you're selling. BUYER BEWARE!

  Business Response

  Date: 01/23/2023

  Hello *****,
  
  Thank you for bringing this matter to our attention. All Ring cameras are equipped with a one-year manufacturer warranty, and we offer extended warranty solutions for our neighbors. I will have a member of our Executive Resolutions team reach out to work with you on your need.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:01/19/2023

  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 August 16, 2022. Ring transferred my cameras to a unknown individual. This individual stalked me and my family for three months, then broke into my home and stole $13,650 worth of items from my home. Ring has violated me and my families privacy rights. Ring is totally responsible for this break in, and I want to be compensated for my losses.

  Business Response

  Date: 02/06/2023

  Hello *******,
  
  Thank you for bringing this matter to our attention. Here at Ring, the safety and privacy of our users is always a top priority. Weve reviewed the details of your inquiry in depth and have determined that the Ring device ownership change process was completed through a valid request. If you have any further questions about your Ring account, we recommend calling our dedicated support team at ***************.
  
  Regards, 
  The Ring Team

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had ordered ~ $ 730 dollars worth of ring outdoor spotlight cameras. By the tracking order it was apparently delievered on 1/16/2023 at 6:42pm. I was home at the time and no order was delivered. I have an camera at my front door and no package was delivered. I contacted ring customer support and they were the most unhelpful customer support I have experienced in my 33 years of existence. I have never written a complaint in my life. They simply kept stating the tracking number states it was delivered and it was no longer their responsibility. They kept stating they could not help me. They gave me a non-working number to amazon logistics. This was my first attempted purchase with the company and we had planned to transition from SimpliSafe in our new house, but this will no longer be the case. Their overall unprofessionalism for a simple issue was truly surprising. My order number was 001-4818557 and my tracking number was TBA304882845085..

  Business Response

  Date: 01/23/2023

  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
  

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 17, my partner purchased $236.22 USD in equipment from Ring as a Christmas gift for our home security system setup. He purchased a Solar Security Sign, Stick Up Cam Plug-In with Pan Tilt, 2-Pack Glass Break Sensor, and a free basic Security Yard Sign was included as a promotion.Mid-December, he realized none of these items in my gift from Ring arrived. He told me about the issue and we called Ring, and they assured him it would ship ASAP. He waited a few days, no shipping. We called multiple times and each supervisor/Manager told us they would follow the case and ensure it shipped. It never did. Each time we were told there were chronic issues with their "Shipping and Logistics Team" and they would send them a note.After several calls, we escalated two levels up, threatened to go to Amazon with our complaint (simply wanting our order we paid for a month ago), and a Manager agreed we went through enough and would refund our order in full. The Manager also told us they would reorder each of the items for us at no cost for all of our inconvenience.Fast forward a few weeks in January (no Christmas gift from Ring), a box arrived with the camera (I had to call back in and ask for the pan-tilt mount), sensors, and basic yard sign. No Solar Security Sign or refund.I called back to Ring, they advised that since I received most of it, they wouldn't give me a refund, and my sign would likely ship soon. I explained that the previous Manager agreed to refund us and the agent indicated they would escalate to their "higher **** and they would follow up with me. Nobody ever did.It's been another week, no refund, and still no Solar Security Sign I paid for IN NOVEMBER.Ironically, Ring had no issue charging me for my annual protection plan earlier this month.I'd like what I was promised (the refund) and my Solar Security Sign that I'm still missing.

  Business Response

  Date: 01/18/2023

  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:01/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ring used plastic over the lens of the camera and the plastic is deteriorating and not holding up to the ** rays of the sun. It is turning yellow, clouding, and pitting which makes it impossible to see the video the cameras trying to capture. Ring should've used glass over the camera lens. This is bad engineering on Ring 's part and they should stand behind their cameras and replace them as this is not the customers fault. We also paid every year for a ring protection plan that was supposed to cover our cameras, and Ring has refused to honor it when a large number of Cameras needed to be replaced at the same time. They had been replacing cameras as they failed his recent as a few months ago but when we called them and asked them to replace these eight cameras that had just gone bad simultaneously they tried to use a loophole, saying that one prior year our protection plan payment was received late every year and they've been replacing cameras one at a time. Consumers would not invest in these cameras if they knew the truth, that after a few years, they would be totally worthless because of Rings bad engineering or they were paying for a protection plan that would ultimately be worthless.

  Business Response

  Date: 01/17/2023

  Hello ********,
  
  Thank you for bringing this to our immediate attention. I will have a member of our Executive Resolutions team reach out to assist you further with any warranty-related questions.
  
  Regards,
  The Ring Team
  

• Initial Complaint

  Date:01/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a Ring DoorBell, two chimes, and two security cameras, and I have been chiefly satisfied with the performance of these devices until the past few months. Unfortunately, my iPhone 12 ProMax was replaced in late November 2022 due to an overheating battery issue.I contacted your customer support number on numerous occasions. Each time, while speaking with the call taker, there was loud talking in the background. The call taker said she was in a call center and was aware of the noise level. I repeated my information to the call takers numerous times since the noise level was too loud for them to hear me. No one could resolve my problem, but they related that it could be due to my mobile identification number and my phone not being able to receive Ring SMS text messages. Your customer service and this technical glitch are unacceptable, and there should be an available workaround for this problem. If not, how can I control my devices when I am away? The call center cannot understand my frustration.

  Business Response

  Date: 01/17/2023

  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:01/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ring sent me the wrong cameras. I ordered 2 of the Ring Stick Up Camera with Solar Panel. They charged my account for these yet only sent the cameras. When I called customer service, they said they knew they didn't have my order (sold as set) in stock so they just sent the cameras separately. They have no clue when the combo set will be available but are selling it on their website. They said I could return my entire order and they would email a link to return but that I can only return what they chose for me to return after I click the link. Yup, can't return the cameras. They stole my money and they won't refund the difference either. I'm out $279.00 for the camera and solar panel sets plus another $40 for the wall mounts I purchased for the set. They can either refund me the difference of the two solar panels and allow me to return the wall mounts and both lights (which they're refusing a return those) or send me the solar panels they claim to be in stock but are white. They won't let me return the lights either! Horrible company and customer service. I'd prefer just to be sent the white solar panels and be done.

  Business Response

  Date: 01/17/2023

  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
  

• Initial Complaint

  Date:01/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had problems with one of my security cameras since October. Ultimately it needed to be replaced when I called again. I have to yearly subscription and they verified that the device is covered. So the representative said to wait 5 to 10 business days which I did and have not recieved the device. I then called again and the another representative said to ship out the broken device and they will ship me one back. I told her in order for it to be a smooth transition I need the new device so I wouldn't have to do double work. She responded "well then by a new device" which negates the service I am paying for. I then tried a new rep and she said no worries we are shipping you out the device now and told me to wait. I waited 2 weeks and nothing I then called again and they Apologized and said to wait another 2 weeks. I called again after 2 weeks and they keep apologizing. They said it's low inventory but it says shipping 1-2 weeks. These issues are from October- January Today is 1/14/23 I called again and they said there was an error they Apologized again and it will be shipped within 1 to 2 weeks. I have every time stamp in email. I am exhausted with this I need help.

  Business Response

  Date: 01/17/2023

  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:01/11/2023

  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.

  In October I spoke to a representative that informed me that I can use the pan tilt mount for the 2 stick up cameras I purchased. I ordered them on Amazon
  The same day I spoke to the representative. When I received them I called my electrician to install it. When he came, he had an issue with the pan tilt installation. I called Ring immediately and they told me that the pen tilt does not work on the stick up camera. I was furious because I paid my electrician for this installation again. He removed them, and I immediately returned them to Amazon. on October 27, 2021 I called Ring to complain and spoke to a woman named ***. She understood my frustration and gave me a 35% discount code to use on the spotlight, cam pro, which just came out the day I spoke to her. She advised me to wait for the Black Friday sale and with the 35% discount I would not have to pay full price. On that same day she told me that the solar panel that I used, for the stick up, cam can be used for the spotlight cam pro. My electrician had to come again to install it and when he did, he said the solar panel for my stick up. Cam would not work on the new camera I purchased, which I was told again incorrectly. I spoke to Ring a few days ago and they confirmed it. I am paying an electrician multiple times to come to my house, and they refused to do anything about it. I am so frustrated and I need a resolution to this ASAP.
  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 5, 2023/01/12) */
  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, 7, 2023/01/18) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Someone from upper management have to resolve this issue. The new solar panel is on its way. And yes you can close the report but the customer service needs to stop working from home or outsourced