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:10/31/2022

  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.

  Order ***********
  
  Order on 9/25/2022 but finally until Oct 15th to receive everything. When placed order was put in expedited shipping for extra charge.
  
  Decide to return everything because cannot wait after reaching out to CS and was provided return label. I was asked to provide MAC address but because multiple devices I don't have access to those. Also some of the boxes were unopened.
  
  They told me just to return everything and called back for manual refund.
  
  Returned it back on 10/15/2022 and today it's been 2 weeks but no refund yet. I callled in, using chat to explain but CS have no idea what I'm telling them.
  
  *******************
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/11/01) */
  Hello Neighbor,
  
  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:10/29/2022

  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.

  We reported the crime of trespassing to Ring.com (or security door camera company) which has a feature called "Neighborhood" wherein a user community can post anything suspicious, criminal, or out of the ordinary to protect and safeguard both the family as well as the surrounding neighborhood, but the idiot incompetent employee at Ring.com outright rejected our video upload and description with some BS boilerplate language, thus placing all of us in jeopardy. We respond to their inanity as follows:
  
  "Reconsider and repost to protect us and our neighborhood otherwise we'll have to file complaints on Better Business Bureau and other federal/state law enforcement sites.
  
  Here is our new detailed description in line with your comments:
  
  This man came up on to our property totally uninvited and unsolicited and dropped off a "flyer" on our stairs.
  
  Why he could not just stick it into our mailbox at the front of the driveway is a great mystery.
  
  Possibly just a friendly neighborhood trespasser, but wanted to pass this around to see if anyone else experienced this, in the event that he's trying to "case the joint" before doing anything even worse.
  
  According to Neighbors By Ring.com, Trespassing includes, but is not limited to, "Individual(s) are on an unusual location of the property, wherein:
  
  Unusual location means: any deviation from the path between where someone accesses a property and the front door or other place where guests are typically received.
  
  Why this guy stopped short of the door stairs out of camera sight, in a creepy corner location of our driveway, is anyone's guess.
  
  Neighborhood By Ring also states that "A person who walks from a front gate, leaves the walkway to a front door, and goes to the side of a house with no door is in an unusual location."
  
  We are also attaching their original rejection email with this complaint, along with their idiotic and inane "rulebook" on what can be posted.
  
  Please investigate and advise.
  
  Thanks,
  RDM
  

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2022/10/31) */
  Hello *****,
  
  Thank you for bringing your concerns to our immediate attention. The safety and security of our users is always at the forefront of our mission here at Ring. I will have a member of our Executive Resolutions team here at Ring reach out to provide more information on the Ring Neighbors app feature.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (3000, 7, 2022/11/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  In response to our complaint, it looks like this company removed us from the "Neighborhood" feature as retaliation thus depriving me and my family from knowing about the criminal activity in the surrounding area. In other words, it looks like they are now further endangering us simply for filing this (and other) complaints. We had to logout, uninstall the app, re-install the app, and then log back in to get it back. Great company who really care for their customers. /sarcasm
  
  
  Business Response /* (4000, 9, 2022/11/14) */
  Hello *****,
  
  If you are having an issue with getting logged into the Ring app to access features such as the Neighbors app, please contact our dedicated support team to help you get logged in.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (4200, 11, 2022/11/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They still have not addressed the original complaint, just the ancillary issue that came up later about not being able to access their app.
  
  Looks like they don't want to answer - why not?
  
  
  Business Response /* (4000, 18, 2022/11/25) */
  Hello *****,
  
  You have been provided with additional information regarding your Neighbors app posting by the Executive Resolutions team. If you require further assistance with getting logged into the Ring app, please feel free to reach our dedicated support team by clicking here: ********************************************************
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (4200, 20, 2022/12/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They still have not addressed the original complaint, specifically about endangering both our family's as well as our neighborhoods safety, just the ancillary issue that came up later about not being able to access their app.
  
  Looks like they don't want to answer - why not?

• Initial Complaint

  Date:10/29/2022

  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 video doorbell that I have had installed and working properly up until a month ago, when it said that it was offline. I contacted Ring, during this conversation, I asked them to update me email address on my account. They closed my account under my previous email and told me to create a new account and reactivate my doorbell. However, I was not able to because Ring told me that it was registered to someone else, and that I need to contact the other person, that other person was me and they already closed my previous account. I called customer service, 2 weeks later and they were able to reactivate my doorbell, the next day Ring deactivated it without my knowledge, while still charging me for the monthly subscription. I am getting no help from customer service and my doorbell is still deactivated.
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/11/07) */
  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:10/27/2022

  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.

  Sept. 13, 2022, I replaced defective Ring doorbell device and called Ring to have account change over to the new device. New device was defective, and it was exchanged.
  Sept 14, 2022, I called Ring to have plan transferred to the new exchanged device and was told I couldn't do that I would have to have my plane changed to newest plan when the 30 day free trial period ended and I would be refunded for my used portion of my old plan that was paid on Jan. 26, 2022.
  Oct. 14, 2022, my credit card was charged $39.99 for new plan.
  Oct. 19, 2022, checked my account and saw the previous plan had not been cancelled so I called Ring. I was told that they would cancel the previous pan and issue me a full refund of my $30.00 I paid for my plan. I received a refund of the $30.00.
  Oct. 22, 2022, upgraded my plan to cover both my devices at that time my plan that was paid on Oct. 14, 2022, was cancelled and I was informed I would receive a full refund of my payment of $39.99. I received not a full refund but a refund of $9.99 and my billing still showed the plan paid on Jan. 26 2022, is still showing it was not cancelled
  Oct. 23, 2022, called Ring to verify why I was not refunded the full amount. After spending 45 minutes trying to explain this to the customer service rep who kept saying I was refunded in full but couldn't understand that the plan I paid for on Jan. 26 was still current and it should have been closed and refunded the unused portion of the plan going back to 14 Sept. 2022.
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/28) */
  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, 2022/11/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/26/2022

  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.

  I have invested in ring products starting in 2017 originally when I built my house. I had decided to purchase these products due to their superior quality and great reputation. Recently, however, I have regretted my purchase due to the poor customer service follow up I have had in regards to these products. I currently have two floodlight cameras, one ring spotlight camera, and one ring doorbell camera. I have been having progressive issues with my floodlight and doorbell camera. I have reached out to ring in order to troubleshoot these devices multiple times and have indicated to them how it is a safety concern that these cameras are malfunctioning. Further more I pay a monthly fee to ring in order to retain the videos that are recorded, and those show the poor quality of the ring cameras. They have started becoming discolored and very blurry, and as per the troubleshooting steps, I have reset the devices numerous times. Once ring learned that the hardware reset did not work, they did not provide any follow up, rather they offered a 30% off coupon to repurchase the equipment that I originally invested over $1,000 and now has become faulty in just a few years. I believe that this is terrible customer service, I believe they should provide a repair or replacement for these products instead of asking me to invest another $500 to replace the items at my own cost. I would hope a company such as ring can stand by their products to a customer that has loyally used them and recommended them for over 5 years. I thank you in advance for your cooperation and look forward for an amicable resolution soon.
  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/10/27) */
  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:10/26/2022

  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.

  I purchased my Ring Doorbell from Lowe's and I can't remember the exact date. The other day I noticed the plastic cover started getting bubbles and peeling a little. I contacted customer service and told them what was going on. I sent them pictures and they told me my warranty was up and the only thing they could do was offer a discount on a new one. I said, why should I have to pay for a defective unit that will do the same thing in a year or 2? There are a bunch of forums and bad reviews for this same ongoing issue with these Ring Door Bells. I would either like a new unit or a refund for my defective product. Please see attached pictures.
  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/10/27) */
  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:10/24/2022

  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.

  On 9/22/22 I purchased 2 qty Stick Up Cams & 2 qty Pan Tilt Mount w/ power adapter. Unfortunately the devices did not meet the requirements I needed for security monitoring. I went through the steps to initiate return for all the devices. The 2 qty Stick Up Cams had a standard form to initiate return that was completed easily. For the 2 qty Pan Tilt Mount w/ power adapter to initiate return it said "Sorry, to return this item, you'll need to contact our Ring Community Support Hotline. Please contact us at ************** so we can process your return." because it was not eligible for return though it was with in the 30 days to do. I called the 1-800 number and spoke to a CSR who was unable to process the return. I was then transferred to their supervisor who was also unable to process the return. I asked why and was told the system did not allow for it because the item is not returnable or refundable. I was ask to be sent the the verbiage from the return policy where it stated the exclusion of the pan tilt mount. From Rings website "Ring offers a 30-day refund policy from the date you receive your order to request a full refund. Here are some resources to help you with your return from our Customer Support Team.
  How do I return a Ring Product?
  For order numbers starting with ************************), you can begin the return process by visiting http://returns.narvar.com/ring/returns. Tip: you can find your order number in the body and the subject of your Ring order confirmation email. Search the email subject "Confirming Your Ring Order" in your inbox.
  For order numbers starting with **************************************************************************************
  Once completed, you will be able to print a ground shipping return label along with instructions on how to pack up and return your Ring products." I feel as though ring is committing fraud towards the consumer and passing off system error to the customer. All Items have been mail back.
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/10/25) */
  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. I will have a member of our Executive Resolutions team reach out to assist you further.
  
  Regards,
  The Ring team

• Initial Complaint

  Date:10/24/2022

  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.

  Spoke to *******, **** the supervisor at Ring. They cannot to assist with our trial to a full account.
  
  The trial converted and subscription took place the same day.
  
  They deleted the account and data the same day.. Citing a few hour lag though the business day is not over. We signed up Aug 26 and renewed Sept 25.
  
  We need our data that was recorded for those trial days.
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/10/25) */
  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:10/23/2022

  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.

  While using the ******** web interface to keep an eye on my elderly father outside I noticed that I could not figure out how to zoom in like I can on the mobile app. I utilized the chat feature at the lower right side of the screen to ask how to do this and was connected to "Jezily." After telling me double click on the video, which did nothing, and then having me change the zoom in my web browser, which also did nothing, she told me "this issues of yours is already our out of scope, You can try to do research on how to zoom in to your PC since the issue is in your PC."
  
  What??? Are you kidding me??? This girl has no idea how to use the zoom feature on the web interface that is otherwise simple to use on the app so instead she wants to blame the issue on my PC???
  
  I asked to speak to a supervisor but instead she disconnected me. Prior to that she tried to disconnect me saying that she hadn't heard back from me even though less than a minute had gone by and I was typing back to her. I copied the entire conversation and will attach it as an upload.
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/24) */
  Hello *******,
  
  Thank you for bringing this matter to our immediate attention. The Ring web app offers a full screen viewing experience to allow you to monitor important details in Ring videos. I will have a member of our Executive Resolutions team reach out to review the web app with you further.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:10/21/2022

  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.

  On Amazon Prime Day, I upgraded my Ring Doorbell to a Ring Doorbell 4. After 3 weeks the device began to malfunction and I followed all the trouble shooting suggestions on the ring help center. I ended up calling Ring Support on 19 September 2022 and went through Trouble shooting with a representative and they determined that my device was defective and that I would receive a replacement. I was informed that I would receive an email in 24-48 hrs with shipping notification and a tracking number.
  
  That email did not come and I knew that when I had originally ordered the Doorbell there had been a backlog so I gave it a week thinking there might still be low stock. So I called the next week, 26 September 2022 and informed them I had not received any information regarding shipping or updates regarding my replacement. I was sent a tracking number and told the tracking information would be updated in 24-48 hrs.
  
  I gave it another 2 weeks trying to be patient as things are inevitably slow. So I called a 3rd time on 17 October after checking the tracking number every 2-3 days and it never saying anything except "Label Created". Again I was told a message had been sent to "the warehouse" and it would take 24-48 hrs for shipping information to be updated on the tracking number that I had, but any updates would have to come from the warehouse and they didn't know how long it would take the warehouse to respond to the request for an update.
  
  I asked to speak to a supervisor (Total ********** by this Point). And at first the representative attempted to deny me stating the supervisor wouldn't tell me anything different. Well, the supervisor stated my doorbell would be expedited shipped and would be relieved in 3 days.
  
  It's 3 days today. I am currently on the phone with Ring. No device has arrived or even been shipped. According to all 4 representatives I have spoken to it is in stock. None of them know WHY I haven't gotten it, but they all know I need to wait 24-48 hrs.
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/24) */
  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