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:12/11/2022

  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 wife signed up for the service. About 3 years ago she tried to cancel the service. They said that she has to log into her account. She just cannot remember the dang user / pass. We've tried everything. The customer service reps say if we cannot remember then we are screwed. I just got another bill for ring for $108, which I haven't used in the last 3 years. I don't want any money back. I just want to be able to cancel the dang service.
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2022/12/12) */
  Hello *****,
  
  Thank you for bringing this matter to our immediate attention. I certainly understand the concern behind receiving a charge when you no longer wish to use the service. I will have a member of our Executive Resolutions team reach out to assist you further.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:12/08/2022

  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.

  As the Ring device becomes more ubiquitous, the use and enjoyment of public sidewalks in residential neighborhoods like mine are severely diminished. I am aware that the range of the motion sensor, which triggers the abrupt warning and video-recording, can be adjusted to avoid public roads and walkways. Unfortunately, most users in my neighborhood are unaware of this feature, and their sensors pick up joggers on the sidewalk from the opposite side of the street. Unless this issue is addressed, ring may be causing a public nuisance. There may be privacy concerns if it gazes into the house across the street, as well as because the device records non-trespassers without consent
  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 8, 2022/12/30) */
  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 regarding the use of security cameras in your community, we recommend consulting with your local municipality for more information.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (3000, 10, 2023/01/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response merely restates the concessions first acknowledged in my complaint that means of restricting the motion detection beam from public walkways EXIST. However, the anecdotal account that multiple ring devices in my neighborhood detect me walking on the sidewalk on the opposite side of the street is direct evidence that ring customers are not aware of, or not properly using the measures Ring provides. My suggestion to remedy this common misuse of the product that interferes with the use and enjoyment of public walkways in residential neighborhoods is to make the default range shorter so it I only detects people who approach the door, and allow users to extend it further to reach the boundary of their property. I understand that recording footage had been marketed to law enforcement or other agencies, and this may present a conflict of interest that may help explain why they would want a home security doorbell device to record on so many false alarms. The response from the company does not even acknowledge that it's devices are causing alarm to pedestrians on public walkways.
  
  
  Consumer Response /* (-5, 12, 2023/01/19) */
  I wish to apologize and retract part of my previous correspondence. I should not have presupposed Ring had any motive that would conflict with its willingness to respect the rights of pedestrians on neighborhood public walkways. My position is simply that despite the measures Ring has taken to allow individual customers to constrain their motion sensor to the boundaries of the land they own if they so choose, ring devices are so commonly being misused that it poses a public nuisance in it's interference with the use and enjoyment of public sidewalks. Pedestrians cannot even avoid the motion sensors by crossing the street in many cases. Having been made aware of this situation, I suggest that Ring should revise the setup and default functions so the motion sensor has a short range unless it is adjusted otherwise. They can come up with a better mechanism than I can; I don't mean to assign blame, only responsibility, and Ring can remedy this situation, that I have no doubt affects every residential area with sidewalks, with relative ease.
  
  
  Business Response /* (4000, 13, 2023/01/23) */
  Hello********
  
  We always encourage our users to use Ring responsibly and provide several resources on our Help Center to provide guidance on this.
  
  Ring does not build products and services for law enforcement, nor do we market to law enforcement.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:12/07/2022

  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.

  All of my "STARRED" records lost of my doorbell activity because 11/2022 I ordered Chime Pro wired & Transformer wired. But I received 2 Chime Pro Wired & no Transformer! 12/01 I called Ring & spoke to Supervisor **** ID#******. He told me to keep extra Chime Pro & he would mail Transformer today. But I never got email of shipping. So, 12/05/2022 I called back & spoke with Supervisor **** (Philippines). **** told me when he tried to send email to **************************** it is not going through. He told me he would check with Technical Dept. I held for about 30 mins then he told me Yahoo has stopped Ring from accessing my email. I told him I have been receiving all other emails from Ring through Thursday when I picked up my Chime Pro. But he said Yahoo has restricted Ring from emailing me. He asked if I had another email & I told him ******************** but that was my business email. I did not want to use that email, but I had no other choice at the time. It did not occur to me then if I used that email that all of my "STARRRED" records would be lost from my YAHOO email! (I just realized that morning 12/07/2022 & very upset about it which is why I am filing complaint!) After I ended the call, I called Yahoo. Yahoo employee told me to go to Settings& check my Filters & Security & Privacy on Yahoo email & I did & saw I had NOT filtered nor blocked Ring nor anyone else. I was flabbergasted! So 12/06/2022 I called @ 5 a.m. & spoke to ***** & told her I did not want to use my business email ******************** & to change back to **************************** because Yahoo told me they are not blocking Ring. ***** changed back to **************************** but I am not getting the Ring email with the LINK inside. To date I have received 3 emails from you but NO link inside titled, "Details About Your Recent Sign-in." When I click my APP, page comes up with "Checking Account Status" since 5 a.m. 12/07 after I spoke to *****! HELP! NEED RECORDS! APP NOT WORKING!!!!
  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/12/08) */
  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:12/06/2022

  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.

  Device malfunction
  Reported device not functioning
  Reported and requested replacement
  
  I have been met by cold transfers,
  Long wait time on hold to process my request for replacements.
  
  Devices include entire home security system. I pay yearly for insurance and protection on all my devices.
  
  I'm tired of being asked to trouble shoot, over and over. It's been 3 years and wear and tear is obvious sign.
  
  I have had one battery replacement and one camera replacement that was sent to me as a refurbished model.
  
  I was promised new replacements when I signed up. The district manager a kind and helpful wonderful CSR supervisor ****** same name as my only blood brother.
  
  Request:
  
  Replacement of my devices on this complaint form, immediately and boxes to return defective items.
  
  Secondly 1 year paid membership as a courtesy and apologist for lack of professionalism, operations chain of command, and negotiating the replacement in taking to many attempts to fix with self guided videos and tech support holding position on an experienced user, just ask me form questions fill it with me and send the replacement.
  
  I shouldn't be hassled for paid service, paid membership, and consumer wright to warranty and replacement products.
  

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2022/12/07) */
  Hello ****,
  
  Thank you for bringing this concern to our attention. I will have a member of our Executive Resolutions team reach out to speak with you further on this.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (3000, 7, 2022/12/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Based on the simple fact that the warranty guarantees the product and everything you sold me with the product. Please ensure that you also check the door sensor, as it has not yet had its battery replaced. Lastly I would really appreciate it that I don't need to be on the phone for a simple replacement product. In the future to same consumer needless time and effort please provide the batteries you sell with the products attached. Otherwise contact FCC and your warranty and tech department and put in plan english batteries sold separately. I spend 125+$ per year on the service and if it didn't included batteries then you should have the courtesy of telling the public and letting them know this product has only partial warranty or limited to: specific products parts or services.
  
  
  Business Response /* (4000, 9, 2022/12/19) */
  Hello ****,
  
  Thank you for your response. Our team provided you with one replacement battery as a one-time courtesy to ensure your Ring Alarm accessory is up and running. I've provided the Ring terms of service for your reference, which should answer your inquiry about future battery replacements. ******************
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (4200, 11, 2022/12/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Here's the absolute truth, and I'll be kind and considerate in my thoughts and my words. Actually, I asked kindly for all of the devices to be replaced into the new generation as I paid by yearly two years on the anniversary date of the second I was refuted. They said that even though devices are warranty, then I do to use you could have overtime issues with devices, but I my base station stopped working after 18 months. The other devices haven't even had battery replacement sent which all batteries decay 50% within two years of consistent use.
  
  I did have one battery replaced out of 2 devices that require batteries 50% of completing tasks easily assessed by supporting time of use and current known issues (aka the door sensor battery).
  
  I'm very grateful for the opportunity to continue feedback on how things progress but if you do create a product and essentially upgrade your product a warranty in most explained, logically cases would allow for one courtesy to fully experience as 3 year loyal customer the full member experience based on level of confidence and continuity of happening to feel genuine customer service satisfaction.
  
  I recommend the product and services highly and n my church and to my colleagues neighbours and our family members love it. Merry Christmas to everyone in BBB and Ring, happy holidays, prep for storm ïï��ï�� be very safe for goodness sakes. Godbless

• Initial Complaint

  Date:12/06/2022

  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 ordered several items from Ring on order #***-4618736. Despite ordering them all at the same time most of the items have come in separate packages. The email provided by the company states I should be able to track my order status by clink on my order number. When I do this it takes me to a single tracking number and says my package has been delivered. This is inaccurate information since I have yet to receive one of my items and the things which have been delivered came in multiple boxes on different days (so there have been multiple tracking numbers). I tried reaching out to get an update on where my final item is at and they started asking for a bunch of personal information I was uncomfortable sharing since I already gave them my name and order number. I requested they email me a status update and have yet to receive one. The item in question is a Spotlight Cam Plus (Battery) 1. I just want to know when it will arrive so I can install it along with my other cameras. I would like the business to provide a tracking number for this final package.

  Business Response

  Date: 01/02/2023

  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
  

  Customer Answer

  Date: 01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I submitted my complaint to the BBB back in December and by the time it was active and the company notified I had finally received all of my items. There was no longer an issue for me personally for the company to resolve. I was contacted by a company representative and shared my experience and frustration with not being able to accurately track all of the items I had purchased from them with the tracking information they provided. This made it impossible for me to know if something was lost/stolen or if it was still on the way. The representative was very friendly and apologized for the inconvenience. I was offered an additional 30 days on our Ring protect plan free trial. Unfortunately, they did not provide these extra 30 days and I was forced to either pay for a subscription or lose all my data at the end of the original free trial. I am not accepting the response provided by the business because they failed to follow through on what was offered.

  Business Response

  Date: 01/17/2023

  Hello ******,
  
  Thank you for the update. I've confirmed that the extended trial was applied to your account as promised. However, I will have the team reach back out to review this with you and determine next steps.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:12/05/2022

  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 purchased a twin pack of Ring wired stick up Elite cameras, as well as a Ring doorbell at the end of June. Due to my garden room, having been vandalised, I was unable to install the cameras until the Remedio work on the garden room was completed. I purchased installations for both the cameras and for the doorbell using the link on the Ring website which took me to purchase the installation on Amazon.
  The engineer attended my home to install them on 29th October. He had to return a week later on 6th November to install a cable for there to be sufficient Internet connection and to complete the CCTV set up. At this point, he discovered that one of the cameras was faulty.
  He contacted Ring technical support and the technical representative agreed with my installer that the camera was faulty. The Ring representative advised that these cameras are out of stock currently at ring and he had no estimated date for any to come back into stock. I found the cameras in stock on other websites and so I asked to have a partial refund. So that I could obtain a replacement camera, but he refused saying that the item was not being returned within 30 days, even though the camera is still under warranty. He was only able to suggest other cameras which were not suitable for where I have the CCTV. We were on the phone with him for the best part of an hour, but he was not willing to assist.
  At this point, I felt I was left with no alternative, but to purchase a replacement Ring camera from ********** at a cost of £179.99.
  I have done everything to comply with ring and ensuring correct installers, and yet I have been left out of pocket and with a faulty camera that Ring has not been prepared to honour the warranty for. My original order number for the twin pack of stick up cam elite was **********. I am also attaching a report from the installing engineer ************** and also a copy of the receipt from ********** for the replacement camera.
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/12/06) */
  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, 2022/12/13) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:12/04/2022

  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.

  Ordered on website 2 items. Sent batter but not camera. No word from ring for weeks. Chatted and was told back ordered for a. Month from order. Never a word about product not available. Paid more on their website expecting fast delivery. Bait and switch company. What do I do with battery but no device?
  

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 5, 2022/12/05) */
  Hello****,
  
  Thank you for bringing this matter to our immediate attention. We strive to provide a user-friendly ordering process for our neighbors. Please be advised that if an item in your order listed a later ship time, then we will ship out the item(s) that we do have in stock right away, with a later shipment to follow. I will have a member of our Executive Resolutions team reach out to review your order with you.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (2000, 7, 2022/12/15) */
  All good. Thank you.

• Initial Complaint

  Date:11/30/2022

  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.

  Ring home security multiple issues getting the product to function- doorbell not working, batteries not working- on phone more then 4 hours - still not resolved and they just hang up on us.
  No where to go for resolution
  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/12/01) */
  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, 2022/12/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:11/29/2022

  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 purchased the Ring security system in June with outdoor camera; the system was working great until I had to change my telephone number. Once I changed the number, RING would not recognize the number as a valid US number. I contacted customer support with no resolution multiple times. Unfortunately, I am stuck with a $350.00 purchase that is not operable; the return period has lapsed. This seems to be a common occurrence as I have searched the issue and noted multiple customers have the same issues. Please advise on a possible resolution or refund of monies spent on a system that I cannot use.
  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 5, 2022/11/30) */
  Hello ********,
  
  Thank you for bringing this matter to our immediate attention. I see that you are already in touch with a member of our Executive Resolutions team regarding this. Please continue to work through your designated specialist to resolve your needs.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (3000, 7, 2022/12/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Greetings,
  
  I have spoken with Nathan from the Executive Relations team but I am still unable to add my telephone number as a 1st person emergency contact; rendering my security system useless. The issues is not currently resolved.
  
  
  Consumer Response /* (2000, 9, 2022/12/07) */
  Ring has been very helpful in getting the issue resolved and has come up with a temporary solution until the new area code issue can be resolved. The issue is not related to the products or services itself but an issue with a new area code assigned to my area. Ring has contacted multiple times and have been giving me constant updates. I would like to express thanks Ring and the Nathan -Executive Relations. Please close the BBB close with a positive outcome.

• Initial Complaint

  Date:11/27/2022

  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.

  Criminal return process for the Ring Cameras. Website states you have 30 days to return. Well, we want a return after one day and not only am I forced to call support for a refund, but they are purposefully evading actually delivering a return shipping label by stating it will get emailed but it never does. Terrible customer service and unlawful evasion of the legalities of their return policy.
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/11/28) */
  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