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:11/10/2022

  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 was a ring customer and I called them in June 2021 to terminate my service from them. I was told it would be off on 22 June 2021 and I would get my refund for the remaining 4 plus months left on my plan. Not only did they not send me my check but there charge my card another year . I haven't been in my house since June 22 2021. I spoke to a rep who refused to take my name and previous address of the account. I told her I don't know what was my account was and she said she could not help me without it despite I haven't been at my previous address of****************************************. I was getting nowhere with her and told me she had no supervisor. Also charged me for 107.25 for Nov 2021 and 2022. I just realized that today. I was told was I requested that my service be terminated on jun 22 2021 that it was going to be and I saw that it was off after I moved but they continued to charge my card twice which I didn't authorize. And they owe me my 2021 renewal fee and the four months remaining before Nov 2021 refund as well. This is fraud and deceit. My name is************. I also told them for forwarding address while I did the termination on jun2021 which is *************************** which I currently live. My phone number is***********. My current email address is *******************. my previous email address was ******************** thank you.
  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/11/11) */
  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:11/07/2022

  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.

  I have a Ring security system (Ring base station, doorbell, etc). The base station failed in September, 2022 and after numerous calls to Ring Support, a replacement was supposedly ordered on September 21, 2022. After weeks of not receiving the replacement device, I called in again and was promised that it would arrive in the week. We are now in our 3rd month and still waiting for a replacement base station, without which, my alarm system does not work. Ring support says they do not have any available to ship unless I am willing to buy a new one. To top it all off, they just charged me for another year of service, despite the fact that they are not providing me with any service since my base station does not work.
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/11/08) */
  Hello Bibbin,
  
  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:11/07/2022

  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.

  I have been using Ring for the past couple years own a few devices and never had problems until recently with replacements. I received a replacement for one of my spotlight cams and the replacement was defective. On September 19th 2022 my initial replacement for my replacement device was started. I was told I would receive a return label for the defective device and shipping information for my new device within 24-48 hours. After 10 business days and not receiving my replacement I called customer service and was told that something went wrong while processing my replacement and that it would be processed. I have had to call over 8 times and spoke with 5 supervisors since September 19th and wasted so many hours of my time. I have been told the item was out of stock and would take two weeks. After two weeks I was told that my item has been shipped and delivered (I never received the item or confirmation of the shipping at all). Then I was told my package was lost, my replacement would be expedited and was offered a credit. Still no Camera so I reached out AGAIN. I was told the last time that I spoke with a supervisor that the item was out of stock again and would take up to 2 weeks. I requested to speak with a Manager or someone other than a supervisor and was told that they did not have any one else available for me to speak with. I asked where I could file a complaint or speak with someone else that would be able to help me further and I keep getting told that there is no official place to file a complaint and that I'm just going to have to wait. IWell I waited another two weeks and at this point I'm just in awe. As a customer I feel that this is just unacceptable. It has almost been two months and I still have not received my replacement. I pay annually for my service and extra protection on my devices and do not feel like anybody should have to wait for two months to receive replacement for something that they pay extra for. I have kept documentation on all conv
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/11/08) */
  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:11/05/2022

  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.

  On 10/22/2022 Pre-Ordered two Spotlight Camera Pro Battery on ring.com and received them on 10/27/2022. It was found one of the Spotlight Camera Pro Battery was defect and was confirmed by Customer Care on 10/27/2022 and was told replacement will be sent in 3-5 business days.
  
  On 10/29/2022 I received an incorrect replacement ie., received Spotlight Camera Pro Plug-in and called customer service notified them and they said correct replacement will be sent but received again incorrect replacement on 11/04/2022 ie., received Spotlight Camera Battery(older model) instead of Spotlight Camera Pro Battery.
  
  On 11/04/2022 first call to customer service, Rep hung up after 45 mins on the call and had to call again go through history of issue with new Rep and painfully over 2 hour on call with Customer Service and still not resolved.
  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/11/07) */
  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, 2022/11/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Refund was issued for defective ring camera.

• Initial Complaint

  Date:11/05/2022

  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 have two of the ring doorbell. One for my front door and one by the garage. Both are malfunctioning very bad. I have tried numerous and numerous times to contact someone via phone and chat nobody is willing to help me to fix this. I did ask if they could contact the last gentleman **** if he would help me fix this because he help me in the past but nobody knows how to look at my history to find him. Every agent I speak with passes me off to somebody else and nobody will fix it. Obviously this is a bad product and I just want my money back for both of the devices.
  

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2022/11/25) */
  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. To ensure immediate assistance, we ask that you please call our dedicated support team that can be reached at the appropriate support number by clicking here: ********************************************************
  
  We look forward to assisting you.
  Regards,
  The Ring Team
  
  
  Consumer Response /* (3000, 7, 2022/12/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  when i get on the chat know one will help me. And when I call it is useless and you can not understand them. If you have***** that helped me last time call me then I will know this could get fixed!
  
  
  Business Response /* (4000, 9, 2022/12/07) */
  Hello *******,
  
  Thank you for providing an update on the matter. Our dedicated support team is well-trained and ready to assist with your needs. We do have an advanced support team available for advanced technical concerns as well. Please call our customer support line to begin troubleshooting any issues.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (4200, 11, 2022/12/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have been waiting for someone to call me!! I asked for***** to call!! Every time I ask for help know one can help me and I get passed off and NO HELP!! If know one will call me and fix this problem then II want a refund for both devices.

• Initial Complaint

  Date:11/05/2022

  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.

  For over a month I have had problems with my ring alarm base station. I called and spoke to a customer service rep who had me do all the troubleshooting and then the call was sent to a upper tier tech who determines my base station needs to be replaced. So she put in the order for the replacement no issues said I would receive the replacement in 3 business days and I would get a tracking number. Well days go by and nothing happened. I call back and spoke to a customer service representative named ******** on 10/14/22 she looks and can see an order so she puts me on hold and says item is out of stock. I asked for a supervisor and was told they would say the same thing and new replacement should be shipped in 3-5 days. Well again a week later and nothing I call again spoke to another agent explained the situation again and got the run around meanwhile I'm explaining my alarm base station is starting to fail. She said the shipping department will contact me in 2 business days. Well guess what that didn't happen so I call again on 11/3/22 speak to another rep i again explain the situation that's now my alarm base station is failing miserably and im paying for a service and have a defective device. She checks and again I get the run around that it's not in stock with no time table for it now. So basically im paying my monitoring fee every single month and no one can figure this out. This is ridiculous.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/11/07) */
  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, 2022/11/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Everything is all set they have rectified all the issues

• Initial Complaint

  Date:11/03/2022

  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 August 1st I purchased from the ring website:
  Interchangeable Faceplate (for Video Doorbell Wired)
  Video Doorbell Wired + Chime
  Wedge Kit (for Video Doorbell Wired)
  Indoor Cam (for Certified Refurbished) x2
  
  I received a partial order that 3 items had shipped in 2 packages, and that 2 items had not yet shipped.
  I called in about the 2 items not yet shipped and was told that there was a shortage and that they would ship once they become available. The first shipment was delivered on August 5th, I got another delivered on August 29th. After receiving the second shipment I called back asking about the two items still not yet shipped, and was told they are in short supply in which I decided to try and cancel the whole order and return what was sent for a refund. I was told "After 45 minutes, cancelations are no longer possible as your order will already have been processed." I would will have to wait until the items are delivered and then return them for a full refund.
  
  So I waited for the rest of the order as instructed. One month later, I called about the missing items as I am waiting to return the whole order since I bought what I needed from another company. The representative saw that the items were marked as received, which still shows as not shipped on their swiship tracking. She refunded the two items that never arrived but would send a return label. I've called 2 times about returning the items that I received but was not allowed to send back until my whole order came in. I am now being told that I can not return them because it's outside a 30 day window, but the only reason it's outside of the 30 day window is because the items never arrived when initially I requested to return everything. This is single handed, one of the worst business practices in logistics I've seen a company go by. The whole thing could have been avoided by sending a return label for the items that arrived, refund, and then send another label when or if the other items arrive, refund.
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/11/04) */
  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, 12, 2022/11/23) */
  *UPDATE* Ring had a member of the Executive Resolutions team reach out to help me with the refund. They also took care to hear the process of how this issue came about from start to finish and wanted to know if I had any suggestions to avoid this happening to future customers. Not sure if this was all song and dance / feel good justification tactic or if they really will address the logistics problem they have with returns, but I was able to return the materials for a full refund. Not exactly easy to do and shouldn't have to go through the BBB to do it, but items can be refunded. I also appreciate the Ring support team that handled my customer calls. They were also very supportive and prompt in responding to my issue, unfortunately this really was a company policy / logistics operations problem which should be addressed asap.

• Initial Complaint

  Date:11/03/2022

  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 doorbell died maybe six months or so after install. Went through the steps on the Ring App to troubleshoot the device but to no avail, it did not work. The Ring App then recommended that I call an electrician to come out. I did so and the electrician found nothing wrong with the electrical side and that it was the Ring doorbell itself that was defective. I then called Support at Ring which was a poor experience. They did agree to send out a new device but the call went south when I asked for them to compensate me for the cost of an electrician which was $250. The supervisor that I spoke with lied to me saying that they would never recommend to call an electrician (even though the App says this) and that there was nothing they could do. They then said it was my fault for not calling them first even though I followed their instructions on the App. Why should I have to pay the cost of an electrician when it was the Ring device that failed and the Ring App telling me to call an electrician assuming something electrically was wrong. I spent over an hour on the phone with them going back and forth but their support is horrible. I asked who I could talk to that could help me and they said no one would. Ring has a copy of my invoice from the electrician in their system.
  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/11/04) */
  Hello ****
  
  Thank you for bringing this to our immediate attention. We have already forwarded your inquiry to our Executive Resolutions team for further assistance.
  
  Regards,
  The Ring team

• Initial Complaint

  Date:11/02/2022

  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 Ring Battery Power Floodlight (Model No: 5B21S8) from ring on or about September 2020 ($36.00) during the Covid Pandemic. I did open or use the camera due to myself and family having covid off and on up thru 2022. When i open the box i noticed the mounting bracket was missing from the box. So i contacted a ring representative on September 22, 2022 and spoke to him about the mounting bracket was missing. The representative could not help me locate the floodlight camera (recently hired), so he connected me to another representative. She looked up my name , phone, number, provided a secure pin to verify my identification. She then mention to me my order has been placed and i should receive the bracket within 5 to 10 business days. I verified my shipping address and proceeded to wait. Nothing came so i again contacted Ring on October 11, 2022 and again spoke with a representative told him what the problem was, and he said the order never went thru because it was frozen and he reordered it and it should be on the way. I explained to him i did not feel comfortable with your answer, how can a multi million dollar company have noticeable shipping problem as this? He insured me he corrected the problem and i should receive it soon. As of today Nov-02, 2022 i have yet to receive the mounting bracket, nor has anyone called, emailed or checked to indeed be sure i did receive the merchandise. I would like to receive the mounting bracket.
  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/11/03) */
  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, 2022/11/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept the company response to my complaint, and I have received a replacement part from the company. But during my conversation with******* on the Executive Resolutions team at ring, he found the problem that the part needed was out of stock. I still questions how two (2) employees did not know this part was out of stock, when both told me the part should arrive within 5 to 7 days. The company should have kept the customer informed of the part and should have notified me this part was out of stock. I should not have to wait over 15-20 days for a part and no email or feedback from the company.

• Initial Complaint

  Date:11/01/2022

  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 doorbell goes offline multiple times per month, and will not automatically reconnect. I can simply pull the battery, wait 10 seconds and reinsert, and all is well until the next time it disconnects. I have had this doorbell for 2-3 years, and for the first year or so had no issues. This current issue only started happening this year. I contacted Ring customer support and after 30-45 minutes of waiting and talking to someone who sounded like they were reading from a prepared FAQ sheet, we got nowhere. I asked to speak to a supervisor, as I believe from reading the hundreds of complaints you can view online; there is a definite problem and I believe Ring HAS to be aware of it, but appears to not want to do anything about it. After being placed on hold once again for several minutes, I was told that all supervisors were in meetings. Of course they were. The rep then told me I would be contacted by a supervisor after their meeting. Still waiting...
  
  I can't believe that Ring is not aware of this issue, and that there must be a resolution for it, whether by downloading an update, a new part, or an updated unit. Even IF it is my internet going down and coming back, why does the Ring not automatically reconnect? Every other wireless device in my home will automatically reconnect if there is an internet outage. I should not have to pull and reinsert the battery to get it back online. Oh yeah, I also pay an annual subscription for this wonderful service. I recommend potential new consumers do your research.
  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/11/02) */
  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