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:12/27/2022

  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.

  Purchase two ring cameras on Oct 30, 2022.
  One was defective, I call Ring for a warranty replacement after two weeks and until now 12/27/22 I have not received the warranty replacent! The representive keep saying they will ship with 7 days. I am very dissapoitment with Ring!!!!
  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/12/28) */
  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, 2023/01/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Ring has contacted me very quickly, I feel things are moving on the right direcion!

• Initial Complaint

  Date:12/24/2022

  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 a customer to ring over 3 years. Lately, i called that my living room camera microphone is faulty, and they decided to sent a replacement. I called on the November 20th, up untill this moment, i have called over 4 times. Each time i called they will always give excuses that the camera is out of stock, meanwhile it is on their catalog on their portal. It is absolutely not acceptable to me. I needed to be treated as a committed customer
  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/12/26) */
  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, 2023/01/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  How soon will they replace it? We all know how critical it is to secure a home. If they're replacing it, that should be ASAP.

• Initial Complaint

  Date:12/22/2022

  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 bought my ring on nov 20 2021 my ring door bell all of a sudden has a black spot on my ring doorbell. I troubleshooted with them and now they're claiming it's the hardware. A rep looked up my account and claim that I need a new one and my warranty went out. Stating that I put in the ring doorbell on nov 29 ? That's weird I have no record of this nov 29 I have when I bought it nov 20 but I did not have it set up until dec 23 ? It's funny there doing this because they were so bent on telling me we're giving you a discount for another one first of all they didn't try to fix this one second of all I feel they did something to the ring door **** on there end because I didn't have any trouble until I didn't take the offer. It looked like no one really wanted to help with fixing the issue. If they want to be technical about it it's really the 23 of dec last year because I didn't even hook up the service until I had gotten their plan. I have nothing on my account with nov ************************************************************************************************************* show me proof that I had activated on nov ************************************************* dec. Now I feel they did something to the camera the company because in my ring history it was fine until a few hours later then this black screen.

  Business Response

  Date: 02/03/2023

  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:12/21/2022

  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.

  11/24/2022 Thanksgiving day
  Yearly $120 Protection Plan Plus
  Extended Warranty on all devices
  Allowing someone at the rental property to unregister my device without signing into the account, and allowing them to register "MY" Alarm under their account. Allowing my tenant to steal my alarm base.
  this has Happened twice now, and no answers on "HOW" this is happening. No logs, no information. Just allows them to unregister and register on a different account. Whether or not the business has tried to resolve the problem Keep going in circles with the business. They ask me for the wan mac, and i tell them i dont have it because it's at one of my rental properties. Yet, they cant tell me how it was unregistered. They should have this information in their logs. Why do i need to drive to the rental property to get this information? Why could they not help me within an hour of me getting my notification it was unregistered? Told me they would be in touch, and I never heard back. When ever i try to reach back out, i get put on hold and disconnected with no return call.
  Account/order/tracking number
  After this happened the first time, i had to buy another alarm. Happened again with second alarm.
  Order Placed: September 6, 2022
  Amazon.com order number: *******************
  Serial#****************
  Some how, my tenant managed to unregister my alarm again. The day it happened, on Thanksgiving, I asked for information on how it got removed. Once again, no one can answer my question. So, my tenant managed to steal my alarm again. For the reason, I have cancelled my account. I may purchase a plan at this residence again, if you guys can figure out why and how the tenant is unregistering my alarm. It should not be easy to unregister a device. Specially since I have 2 factor enabled, and was never sent a code for any login for any device that was at this residence the alarm was registered at. I do not get why there are no logs on how a device was unregistered.
  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2022/12/30) */
  Hello******
  
  Thank you for bringing this inquiry to our immediate attention. I will have a member of the Executive Resolutions team reach out to follow-up with you.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (3000, 7, 2023/01/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  im still waiting to hear back from Ring. I would like to talk to someone regarding this issue before i want to accept any resolution.
  
  
  Business Response /* (4000, 9, 2023/01/11) */
  Hello******
  
  Thank you for providing an update on the matter. A member of our Executive Resolutions team has reached out to assist you further. Please direct any additional questions about your account to the specialist who is designated to assist you.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (2000, 11, 2023/01/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  i canceled my account with them. They are unable to meet my security needs. Allowing someone to remove my alarm base twice. They have security flaws that need to be addressed. Nothing more can be done between ring and I.

• Initial Complaint

  Date:12/20/2022

  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 purchased a Ring home security system on 07/07/2022 in the amount of $323.61. The system would not work with how it was required to be installed so I within the week of receiving it attempted to contact Ring to get a shipping label to return the product. I could not get in contact with anyone on the phone (waited on hold several time for over 30 minutes with no one picking up) so I sent an email asking to return the product. I finally received a shipping label to return in September of 2022. I returned the product immediately, Ring received the item in the warehouse on 10/10/2022. As of today I still have not received my $323.61 refund and when I call there is a different reason as to why I have not receive my refund, the last reason being there is a current dispute on the purchase through PayPal the company I used to buy the merchandise, this is not true the dispute with PayPal was closed when the shipping label was received and the item was sent. back to Ring. Ring owes me $323.61 and is keeping my money, I am now having to pay interest on the product that I no longer have since it was bought through PayPal credit and I have not been refunded.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/21) */
  Hello ******
  
  Thank you for bringing this to our attention. We understand the importance of receiving your refund in a timely manner. I will have a member of our Executive Resolutions team reach out to assist you further.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:12/20/2022

  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 purchased two Ring devices which I have been trying to return. order ********************** I have spent hours on the phone and sent several emails. So far, there is no indication of when I might get my refund.
  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/12/21) */
  Hello *****,
  
  Thank you for bringing this to our attention. We understand the importance of receiving your refund in a timely manner. I will have a member of our Executive Resolutions team reach out to assist you further.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:12/19/2022

  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.

  ****Beware of Ring Floodlight Camera*****
  
  I purchased a Ring floodlight camera in December of 2020.
  I also have a Ring doorbell and pay extra to subscribe to a ring protection plan which is a yearly subscription for the ability to save and access history of video surveillance.
  In late November 2022 my floodlight camera started making a very loud alarming sound. This was not the siren or any alarm that I could control in the settings. I had neighbor complaints as it happened when I was not home. It did not notify me in any way on the app. Camera completely functioned normally otherwise. I had to cut power to the device to make it stop. I called ring support. After doing a couple of resets floodlight camera still made loud alarming sound. I was told that my camera only had a one year warranty and they offered me 30% off a new one.
  It is very frustrating that this company doesn't stand behind their product. Floodlight camera is less than two years old. I understand the wanting to have a shorter warranty on this technical device but I also am paying a yearly subscription and have taken excellent care of the device. I am willing to send in the product for repair or replacement. If company chooses to deal with an obvious design flaw and/or software problem like this they will be losing this customer.
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/12/20) */
  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, 2022/12/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  A representative of the Ring corporation has reached out to me and gathered more information. I am hopeful that they are able to offer a solution to my issue, but they have not given me any resolution as of this point.
  
  
  Business Response /* (4000, 9, 2022/12/28) */
  Hello *******,
  
  Thank you for providing an update on your inquiry. For a swift resolution, please continue to work with the assigned specialist.
  
  Regards,
  The Ring Team
  
  Consumer Response /* (2000, 17, 2023/01/27) */
  Ring corporation replaced the malfunctioning device. The company has made it right and stood behind their product. I no longer have a complaint against the Ring corporation.

• Initial Complaint

  Date:12/16/2022

  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.

  Purchased a ring indoor security camera to add to our existing Ring account on 11/25/2022. Upon going home and scanning (per directions) to add to my account, I received a notification that I was unable to add to my account due to it being previously connected to someone else's Ring account. Ring followed-up with an email regard this saying it would take 15 days and I would be notified upon completion of adding to my account. I checked again on 12/8/2022, same result. Reached out to Ring via ******** messenger and was told it could be more than 15 days and no way to expediate the process unless I knew the current account holder that had the device connected. I explained that I didn't know them. I also explained that it was very confusing because what if the previous owner: 1. Doesn't have a Ring account anymore. 2. Doesn't have the same email address or access to email on Ring account. 3. Like most humans and "out of sight / out of miind" mindset or just does nothing because a. its one more thing to do in this busy life or b. just wants to be a jerk and not do anything. 4. Isn't alive anymore/thus unable to remove device. Did someone who creates such Ring "policies" not think about various things? Did policy creater not think...hummmmm..wouldn't it make sense to email other person and say something along the lines of if you still have device, please re-scan to prove ownership or in 15 days this device will be removed from your account? Fast forward to 12/11/2022, still will not connect and receive a email stating "it can take up to 15 days from the orginial setup attempt"... at this point it has been 16 days.Very frustrating to have a device that you cannot use. If I cannot use my device, I want a replacement. Do better Ring! Do better!

  Business Response

  Date: 01/18/2023

  Hello ******,
  
  Thank you for bringing this matter to our attention. The privacy and security of our users is always at the forefront of our mission. In the event that you purchased the device from a third party, you do have the option of initiating a device transfer through the Ring app. I will have a member of our Executive Resolutions team reach out to assist you with this process.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:12/12/2022

  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.

  My ring sensor/camera was triggered at 2am this morning by a potential intruder and I went to check the video and it said I need to update my plan to view it (pay for a new plan). I did so and I still could not get access to my videos. I called supervisor *** this morning and she said that they tried to automatic bill my credit card in November and then when it didn't go through they erased all my video history instantly, no warning, no notification, no text, no email. Just gone, I have no idea who potentially tried to break in to my house at 2am. This is not the security system they say they are selling. I paid for those videos already with my last subscription! And I got a new one immediately after finding out from the trying to load a video that I needed one. This is improper conduct from a company that is supposed to protect us.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2022/12/13) */
  Hello ****,
  
  Thank you for bringing this matter to our immediate attention. The Ring Protect recording subscriptions are renewed annually to ensure that our neighbors can maintain continuous recording coverage. I will have a member of our Executive Resolutions team reach out to review your account with you.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (3000, 7, 2022/12/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The member of the Ring Company did resolve my problem. They only re-iterated that the loss was permanent and that email was there only way vontacting me yo let me know my accountvneeded updating. They could have texted or called or had an in spp notification. Instead they included urgent messsges in eith rgeir 5 to 6 doam rmsils that they send oer month
  
  
  Business Response /* (4000, 9, 2022/12/26) */
  Hello ****,
  
  Thank you for providing an update on the matter. I understand that you've mentioned you would like to receive Ring billing notifications through alternate channels, and we thank you for your feedback. We strive to take our user's feedback and make any improvements that we can make. If you have any further needs regarding your Ring account at this time, please use the email thread established with your designated Resolutions Specialist.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:12/11/2022

  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 contacted Ring Support a month ago because my Ring Pro 2 was not connecting to Wi-Fi or generating a network for me to connect to during setup. I was promised a replacement witching 7-10 business days and after calling them back every 10 business days 3 times, I still haven't received the replacement. Each time I call, they tell me that the last person screwed up and they've fixed it and that I will get a replacement in 7-10 business days. All this sounds like a scam to me. I'm going to check out other security products and see if there are other better alternatives out there. Sharing this to help potential future customers make a more informed decision.
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/12/12) */
  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, 8, 2022/12/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  After submitting this complaint, Ring shipped my replacement Ring Pro 2, and I received it in a couple of nights. I have also shipped the malfunctioning device back to Ring.