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:01/10/2023

  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 been using Ring products for about 4+ years and have spent over 700$ on products such as cameras/accessories. For the past 2 months, I have been having a MAJOR issue with my ring spotlight camera. Every morning between 6:40 AM and 7 AM the camera completely stops working will not take motion detection and completely stop taking snapshots. You could be at 10 AM on timeline and it will be stuck at the time 6:40 AM until you open up live on the camera yourself. Once you open up live you and you get the blurry's picture ever and finally it focuses then it works fine the rest of the day until the following morning at 6:40. I have spent the last two months on the phone with countless representatives and technicians. I have done everything that they have asked all the way to getting a new faster Internet, buying new battery packs resetting my device uninstalling the app or rebooting. And no help. I then was promised a call back by a supervisor at 8-9 AM the next morning I got up early and waited by my phone, until 1 PM and still no phone call. I don't understand how a company can promise their customer a call back and doesn't receive one then when I call myself, there were hardly any notes from the past people I spoke to and had to go over the whole ordeal again and just made me do the same things that I've been doing for the past two months, what's the point of having a security system if it stops working at the same time every morning and will not record until you open it yourself. I have two other cameras in my house that work perfectly fine all the supervisors say that I had amazing signal to my router and that was not the issue and just said that there is something wrong with my device but they don't know what. At this point I regret ever recommending ring cameras and I will probably return my other two along with this one. I really thought that ring would help out their customers when the camera itself is defective and no longer wants to work.
  

  Business Response

  Date: 01/30/2023

  Business Response /* (1000, 5, 2023/01/11) */
  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:01/10/2023

  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 wanting to cancel my Ring subscription. I have called their chat support and they haven't been able to give me directions that are applicable to my phone to be able to cancel. I spent over an hour on the phone with their different customer service support platforms. I've called their customer service and they have not been able to help me. I've read the online tutorials but those have not been helpful. It should NOT be this complicated to cancel a monthly service of $3.99. I don't see why they make it this complicated unless they figure customers will give up and continue to pay because it takes too much time!
  

  Business Response

  Date: 01/30/2023

  Business Response /* (1000, 5, 2023/01/11) */
  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:01/09/2023

  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.

  II complained about Ring last week about getting 3 replacement cameras I was promised under warranty.Someone from Ring Customer support named **** called and said he'd help. He said I'll look into it and get back to you within 72 hours. It's now been 96 hours and no followup. I reached out to him this morning and he has gone silent.Based on other complaints about Ring, it appears warranty problems are rampant. Is there anyway to get their attention?

  Business Response

  Date: 02/06/2023

  Hello Rich, 

  Thank you for bringing the matter to our attention. Our records show that **** followed up with you a few times via email to confirm that your items were delivered. If you are still needing further assistance, please reconnect with **** through your established email thread, so he can offer further assistance where needed. 

  Regards, 

  The Ring Team

• Initial Complaint

  Date:01/08/2023

  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.

  We have 4 Ring cameras. Three are battery powered and one is a plug in. Last week we noticed that the plug in camera was recording with a red hue. We cleaned the lens and unplugged the device in hopes it would resolve the issue. It did not. We called Ring and the rep confirmed the issue and would send a replacement. When received, the camera sent was a wired camera. I called Ring on at 12:15PM on 12/30/22 and spoke with ***** who told me that is the camera I have. I told ***** that is not the case, it is a plug in as there is no power near the camera. She told me that is what the "system" shows. The conversation became increasingly frustrating as *****'s default was to tell me I had a wired camera and was unwilling to accept that I do not. I finally asked for a supervisor. I was transferred to *******. ******* did nothing but compound the frustration. I finally told her I would send a picture of my camera to PROVE it was a plug in which I did. Apparently this evidence was not compelling enough as ******* fell back on what the "system" shows I had. I told ******* that systems can be wrong.
  
  After 45 frustrating minutes, I gave up. The final lack of customer service came from ******* when I asked who I could write to elevate my complaint (both the service and the issue of having a camera that was useless to me). She refused to provide any information even after asking her several times. According to her, my only recourse was to document my concerns on the survey I would get. I did and there was no follow up from Ring. I also emailed *************** and received no response.
  
  I am TERRIBLY disappointed with the encounter. We have invested a substantial amount of money in the Ring security system and monitoring. We felt good knowing we did so with a well-established company with a solid reputation for service. We are not asking for anything more than a kind-for-kind replacement of a camera under a plan we paid for. I would appreciate a quick resolution to the concern.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/09) */
  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, 2023/01/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you to **** for reaching out and resolving the issue per the original complaint. **** handled the issue professionally and expeditiously.

• Initial Complaint

  Date:01/06/2023

  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 ring camera cost me $100 and I paid for the yearly subscription of $40. It doesn't always catch what's going on outside my house and today, when I really needed it to work, it caught half of my HOA representative trying to enter my house, I don't know if they entered or not because the camera failed again. When I call ring they try and blame it on all kinds of things like the Wi-Fi of concrete walls however it never fails when I leave and enter my house, just if you're not directly in front of it. Ring should inform their customers that there is a limit of how long the recording will run or if this is incorrect behavior, they should replace my unit. I'd like a different model because I've had nothing but issues with this one. It's the ring 2.
  

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 5, 2023/01/09) */
  Hello*******
  
  Thank you for bringing this matter to our immediate attention. Based on your case description, it sounds as though your device captured a motion but did not record as long as you would have liked. This is a customizable setting within the Ring app, and I would be happy to have a member of our Executive Resolutions team reach out to assist you.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:01/06/2023

  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 been a long time customer of ring. I currently have 3 different devices on my home. I had an issue with a floodlight camera in 2022 and it was resolved by replacing due to it not being able to be repaired. I recently have the same identical problem with my doorbell camera. After being on the phone for one hour with customer service and troubleshooting it was determined that it cannot be repaired. I am now being told that it's not and will not be replaced due to it not being under warranty. When I had my floodlight replaced it was also not under warranty. I am very confused and extremely upset that ring does not stand behind their products. It's discouraging to have gone through the same situation and being remedied to now being told something completely opposite.
  

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 5, 2023/01/09) */
  Hello******,
  
  Thank you for bringing this matter to our immediate attention. Based on your case description, it sounds as though you may have been granted a one-time courtesy replacement outside the warranty period.
  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:01/05/2023

  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 had 2nd generation ring doorbell for the past year and a half. I live in the heart of silicone Valley, where we are lucky to have random power outages. Every time one happens, ring device requires a physical presence to have it reconnect to wifi. Which is ridiculous, as it is an easy fix on the company's part, were rings cheaper competitors have tackled years ago.
  Plenty of customers are complaining about this issue on other forums and websites. Yet the issue is still unresolved. They charge a monthly fee for a product that just goes offline and never comes back up, unless someone is around. Beats the purpose of security.
  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2023/01/06) */
  Hello ******,
  
  Thank you for reaching out regarding this matter. i will have a member of our Executive Resolutions team reach out to work with you further.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:01/04/2023

  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.

  I recently changed my phone number and email. I then logged in to my ring account and updated this information. When attempting to log back into the account again to verify everything after verifying everything through my email with ring it prompted me for a code. The code was being sent to my old number for some reason. I then called ring to correct this and the representative could not help so I was transferred to a supervisor that was also not able to help. In short.. If you do not want to have to deal with not having any type of service do not buy the ring doorbell. Not worth your time or money.

  Business Response

  Date: 02/06/2023

  Hello Neighbor, 

  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. We offer a few different methods of account recovery to allow our users to pursue the option that best suits your needs. I will have a member of our Executive Resolutions team reach out to walk you through accessing your account. 

  Regards, 

  The Ring Team

• Initial Complaint

  Date:01/03/2023

  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 have been trying to get Ring to ship 3 cameras which have failed under warranty. Three times in a row, they said we will ship in 1-3 weeks, when I follow up they say we don't know what happened we will ship in 1-2 weeks. Over and Over again. I see many others have the same problem and there is no one at ring to talk to except the standard cust service number and they say sorry we really can't help you if ring doesn't ship. So I've been paying for extended warranty for years for no apparent reason and I still don't have my three replacement cameras.
  Worst customer service ever.
  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2023/01/04) */
  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 /* (3000, 7, 2023/01/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The "executive resolution" person responded that he would check and get back with me. Said he wasn't able to solve the issue and needed shipping to do it. That was 5 days ago and no progress. They aren't executive resolution people just another level of customer service agents with no power or appetite to resolve anything. Continues to be the worst customer experience I've experienced.
  
  
  Business Response /* (4000, 9, 2023/01/17) */
  Hello*****,
  
  Thank you for providing an update on the matter, as our Executive Resolutions team has been diligently working to find a resolution for you. You were provided tracking information for two of the devices on 1/11/23, and the remaining tracking information was provided to you on 1/15/23.
  
  Tracking shows that the devices have been delivered to you and the desired resolution you've listed on your BBB submission has been met. If there is something else that you need assistance with, please work through your designated Resolutions specialist.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (2000, 11, 2023/01/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:01/03/2023

  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.

  We bought new wired ring spotlight camera from lowes September 2022 from lowes. The camera was defective company was notified and was told i had to wait for replacement since there is none in warehouse available. Customer waited two month and called back again in December 2022. The associated said they have camera in stock. The customer received wrong camera which was wired. Customer called back again in January 03,2023, with ring support was told they have no wired camera in stock call back in 2 week with no guarantee the item being in stock. I been waiting almost 3 months for ring to send me replacement on guaranteed item. I paid 250 dollar for this camera i don't want to buy another . How come this camera is available widely in every store including ring.com. but the warranty team don't have any left with them to send to customer. Very bad customer service when customer almost 2000 dollar on their products. Please call me back i spend hours of time calling ring support.
  

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 5, 2023/01/04) */
  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
  
  
  Consumer Response /* (2000, 7, 2023/01/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I really appreciated the customer service reached and shipped new devise right away. They also called and followed to make sure everything went the way it should.
  Thankyou