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: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.

  There just charged my credit card for 100 dollars. We have not had a ring door bell in over 3 years. There won't give me access to my account either. At this point I have no other options to contact them so I was hoping you could help. I want my money returned and all my personal information deleted. thanks
  

  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

• Initial Complaint

  Date:11/26/2022

  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 and I started having issues with our Ring spotlight camera October/November 2022. After speaking with Ring customer service and attempting to troubleshoot the issue, I ended up having to buy a new one on 10/31/22 for $127.53. We received the new spotlight camera, but upon installing it realized this one had issues such as a pink hue on the video or the video being black. I called Ring customer service again on 11/8/22. They tried to troubleshoot the issue, but were not successful. I was told a replacement would be ordered and that I needed to send the defective one back. I was also told we would receive an email in 24 hours with a shipping update. On 11/14 we had received no replacement camera nor an email with updates so I called back. We were told the replacement was being processed and that we would get an email in 24 hours with a shipping update (second time we had been told this). Today is 11/26. No email with a shipping update and still no replacement camera. By this point, I don't want the replacement, I just want a refund so I can go get another one from somewhere else. I called Ring and was first told I couldn't get a refund because it's been over 30 days since I ordered. I informed the rep that it hasn't been 30 days since the 10/31 order. She then said I couldn't be refunded because the replacement is already being processed. So I asked when should I expect it to be shipped then. I was told between the first and third week of December because it's out of stock. No one had mentioned this before. So I asked if I could speak with a manager. She said all supervisors were in a meeting and busy so no. I asked again for a refund because if there are none in stock, then there is no replacement being processed. She said no she couldn't do that. I asked if I was being denied a refund and she said yes. I can go get a camera from somewhere else but by the time the replacement gets here it'll be past the 30 days to get a refund. What do I do now?
  

  Business Response

  Date: 12/16/2022

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

• Initial Complaint

  Date:11/23/2022

  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.

  Ordered a suite of security items from Ring.com on Nov 19 to Toronto, Ontario. Online and upon ordering it clearly said: "Delivery within 5 business days". This is misleading and inaccurate, and based on how things are tracking, I definitely will NOT get my items in that timeframe (despite needing them in that timeframe).
  
  Details:
  
  My order receipt said the items would be processed in 48 hours. Yet, my items have not even shipped yet and it has been 4 total days since ordering (3 business days). So that is inaccurate.
  
  Upon contacting customer service, they said it actually takes 5-7 days AFTER processing for the items to even ship. This is mentioned NOWHERE on the website at all.
  
  Presuming my items even ship in that timeframe, I have been told it would take another 5 business days for items to actually arrive to me.
  
  How can Ring (in good faith) say that (and I exactly quote from webpage and order receipt): "Delivery within 5 business days"?!?!
  
  Maybe Ring thinks this doesn't matter to customers, but it makes a huge difference to me. Importantly, my home insurance requires a monitored system within 30 days and I want to use Ring's services. I cannot set that up until my items arrive. I waited to order so that items would not arrive too early to my new home because Ring said it would arrive in 5 days. Now I'm in a position where I'm at risk to not get things on time and be in violation of my home insurance.
  
  I've tried contacting customer service many times. Each time, I get a different answer. No one actually knows how the process works. No one gives me clarity on when things will be shipped and delivered. It's horrendous.
  
  It's shocking how bad Ring.com is at delivery and fulfillment given they are owned by Amazon. If I had ordered on Amazon, they would have given me an exact delivery day AND it would arrive same day (or latest, within 24 hours). Cannot emphasize how frustrating the Ring.com experience is! Ring is close to losing me as a customer.
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/11/25) */
  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:11/21/2022

  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.

  Ordered a Ring Doorbell 4 last Oct 16, 2022 and product has been delayed from deliver for almost a month. Called customer service and was lied to and bounced around from Ring and Amazon stating that I have to talk to Ring Company or talk to Amazon and vice versa. They kept me on the phone for at least an hour and they still could not find a solution. Spoke to a Supervisor named ******** but she was no help. My Ring order number is ***********. The Amazon email tracking number I received is****************. I am a disabled Army Veteran suffering from PTSD and this people are driving me nuts with their excuses. I will make this a Congressional issue with the 2 companies. I want to talk to someone at the Corporate level here in the Continental United States and not someone from overseas.
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/22) */
  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:11/20/2022

  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.

  Ordered a very expensive doorbell on 11/12/22. Receiving tracking information almost the same day- then item sat with no movement for 10days. Called Ring customer service bc i was concerned their courier had lost item. Received no help, and instead was told it wasnt their problem and to wait another two weeks. This is crazy! This company has horrible customer service and uses cheap delivery service. Im livid.
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/21) */
  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:11/16/2022

  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.

  They charged me an annual fee and I no longer use the ring products so I tried to call bract and get a refund and they give instructions that do kit work and no one responds or answers calka
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/11/17) */
  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:11/15/2022

  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.

  On 11/14/22 purchased Spotlight Cam Plus (Solar) White through the Ring website for a grand total of $162.18. Since shipping was free, I chose expedited shipping and received my order 11/15/22; however, the item I received was Spotlight Cam Plus (Battery) White. I contacted Ring and it was a nightmare trying to get answers. I had to send them numerous pictures of the item I received and they needed something called a Mock number in order to proceed, though I had already provided them with my order number. They told me the Mock number was on the unit itself under the monitor, but there was no number. I provided the one and only number that was on the unit, but that was not what was needed. They required that I continue to look through everything for the Mock number, but ever number I provided them was not correct. Since I could not provide the Mock number they were not able to provide me with a status as to whether or not I would receive the solar panel at a later date, and they were not able to start a refund process due to not having the Mock number. In the event they were able to issue me a refund, they wanted me to establish an account with them, even though the transaction was paid for through PayPal. I did attempt to start a refund on my own before I called; however, the system was not able to find my account number that I was getting from they email confirmation from 11/14/22.
  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/11/16) */
  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
  
  
  Consumer Response /* (2000, 7, 2022/11/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The case can be closed as a full refund has been issued.

• Initial Complaint

  Date:11/14/2022

  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.

  Ring camera and solar panel began to malfunction after a couple months use. Battery no longer charges, October 14. Monitored and adjusted for 1 week. Without change, I contacted RING for replacement. October 21 they promised expedited 2-3 day shipping of replacement as the product is in warranty. Never arrived. November 2, called again, and promised the same expedited 2-3 day shipping of replacement. Never arrived. Novemeber 9, called again, spoke to manager, and promised me expedited 1-2 day shipping of replacement. Never arrived. Here it is November 14, and I have been without ring security for 31 days!
  
  Customer Service is AWFUL, unhelpful, unresponsive, untrained, argumentative, and inefficient. In the midst of this, I just got a package from a yard sign ordered April 1, 2022. Don't bother doing business with this company. Just a scam from what I can see. Service only comes when you file a complaint with the BBB.
  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 8, 2022/11/30) */
  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:11/12/2022

  Type:Product 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 11/10/22 at 12:11 pm, I entered my garage. I disarmed ring on my phone. The ring app on my phone has 3 choices, disarm, home, away. Nothing else. I entered my home to find the key pad on the wall blinking. Puzzled, I disarmed the system again. I did not press fire, yet the fire depart was sent to my home. Today, I called ring, spoke to ***, for 30 mins. She said the alarm came from my panic button I was alone in the home on the first floor. The panic buttons are on the second floor in bedrooms. No one pressed a panic button. I was still on the first floor. The fire depart. should not have been sent to my home. Why would ring send the fire depart if a panic button is pressed? Why not the police? Ring needs to get to the bottom of this. I did not press any buttons except disarm
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 6, 2022/11/21) */
  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:11/10/2022

  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 spent a significant amount of money for a complete ring system, including rear lighting and camera and front doorbell and cameras. After troubleshooting and failure to repair my doorbell and camera on October 15th, I was told I would receive a replacement. From October 16th to this point I still have no working front doorbell or camera and numerous calls to Ring, provide an apology and commitment of unit delivery within 5-7 days. Never any explanation for delivery delay, only that order is in process. It appears there standard response is ain't process. Would really appreciate a unit as promised and paid for.
  

  Business Response

  Date: 11/30/2022

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