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:10/20/2022

  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.

  Good afternoon madame or sirs,
  I purchased a Ring Doorbell Pro for my home last year on September 2, 2021. I must admit I was very satisfied with the product and it provided my home with the security I desired. Here is the problem ironically after having the product for just over a year it stop working completely. The system went completely dead. At first I thought it was an internet problem so I tried several times to reconnect the system to no avail. I went through all of the instructions to reboot the device but none worked. The system finally said I didn't have power. I called an electrician out and he checked the transformer inside the doorbell inside of the house and it was putting out proper voltage. Then the electrician took the device off the Mount outside to check the wiring outside as this device is a hard wired device. There was ample power to the device. The device had malfunctioned and quit working right after the warranty had expired. I find that to be very suspicious. I called the support line and was given the I'm sorry but your device is out of warranty. We can only offer you a 35% discount on a new one. The catch to that was I had to order it from you all and I couldn't purchase the device from an authorized dealer. My dilemma was I needed the device today because I was heading out of town and I didn't want to leave my wife home with out surveillance. So I ended up purchasing a new device at Home Depot. My previous device cost me $200 after taxes but this new device was on sale for $135.99 plus tax which ended costing me $155.00 total. Needless to say I had to pay an electrician for service call and installation of a new device. After calling your support department I got the run arounds for nearly an hour trying to get the old device removed and switching my new device over to my account because I had just renewed my subscription plan. Again this sounds very suspect that my old device would go out exactly one month after the warranty. Refund
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/21) */
  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:10/18/2022

  Type:Customer Service 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 paid 500$ to get the full setup with ring and 20$ a month to have it monitored. The system keeps getting hacked and it stops working all the time the monitor system is worthless you can't contact a real person to get assistance they don't monitor for hackers this is a scam!
  

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2022/11/03) */
  Hello *****,
  
  Thank you for bringing this matter to our immediate attention. The safety and privacy of our Ring users is always at the forefront of our mission. To protect our Ring users, we have several features within the Ring app that will allow you full control of who can access your Ring account/devices. You can add or remove authorized users from your account at any time. We also have additional security measures in place to prevent any unauthorized access. A member of our Executive Resolutions team has been in touch to assist you with your account and we ask that you continue to work through your dedicated Resolutions Specialist for any questions that you may have.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (3000, 7, 2022/11/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They said they would refund my cost and sent a box with paid shipping for returning the product. I have not received anything from them yet. They just keep saying to tell them when to call again.
  
  
  Business Response /* (4000, 9, 2022/11/14) */
  Hello *****,
  
  The Executive Resolutions Specialist who is assigned to assist you has been trying to reach you over phone and email to assist you further. Please respond through the email thread you have established with them to continue receiving the assistance you need.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (4200, 11, 2022/11/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I talked to them and they said they would refund the money and the amount of the service. That was fine but I never received the mailing label or box they said they would send. I gave them all the information needed to complete this process. Then they gave me a free pro service. I deleted the account. I don't need to speak to them again. They are trying to get me to keep the service. When I don't trust it anymore because it keeps getting hacked. They are using hard sell tactics.

• Initial Complaint

  Date:10/18/2022

  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.

  Recently i made a call to ring to ask about my issue and what i could do to fix the floodlight camera. The rep was really helpful and stated that i did need to replace the entire unit and that this one was out of warranty, but ring would send me one at no charge as a onetime help. I was excited to get my home security system working properly again as it is extremely dark on my street with no streetlights and security with a new family is my top priority. That was the first of four calls into ring, the second was to inquire about my order and when it might ship. the third and fourth calls were by far the worst customer service experience ever. On 10/12/22 i call tech support because when i tried mounting the camera i discovered that the old mounting bracket would not work for the new camera that was sent. The technical support tech first was hard to understand but more so had no idea what i was talking about to the point where i had to send photos to describe my exact situation. we spent almost an hour on the phone because of his inability and knowledge. Th tech tells me he is going to send me the "right" mounting bracket but i need a junction box which i told him for an hour there is no junction box. I finally had enough and knew he was not going to send me the correct hardware. When i finally get the shipping email i knew right away i was getting the wrong and wrong color hardware. which led me to my fourth and final call on 10/13/22 which was almost as worse as the one the day before. This customer service rep also didn't understand what i meant. I found the hardware on ring.com before she could and with my frustrations mounting i asked to speak to a supervisor as to which she said there was no one i could talk to and that she couldn't do anything about the wrong parts getting shipped until i received them which i did and they are wrong in the wrong color. Now i have no camera in that area. this have never happened, Please help
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/19) */
  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 Special Ops team reach out to assist you further.
  
  Regards,
  The Ring team

• Initial Complaint

  Date:10/16/2022

  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've been paying for the plan that includes the extended warranty and now my ring camera stopped working because of the flex cable. I called Ring and the first person said they can't help me because they no longer carry my camera. Ok not my problem! I'm still paying for the extended warranty. Instead Ring wants to sell me another camera. I asked for a refund since the extended warranty is no good and the supervisor stated no. So all this time I've been paying for a service that is useless to me. What a rip off!!
  
  Before I called I was willing to buy the flex cable. I checked on Amazon and ******** and they don't sell the flex cable.
  
  I work for a phone manufacturer and if the customer is paying for extended warranty and we don't have the same like and model we have no choice but to upgrade. I expected better from such a huge company. What a scam! I asked for Corporate contact info and***** stated they don't have any contact info.
  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/10/17) */
  Hello *********,
  
  Thank you for bringing this to our immediate attention. We are committed to ensuring that you have a reliable security solution to help protect your home. I will have a member of our Executive Resolutions team reach out to assist you further.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (2000, 8, 2022/10/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  ******** called me the next day and I received a replacement the following day. I just installed my new Ring and reactivated my Ring services. I am now a satisfied customer, not only because of the replacement, but also the quick and easy customer service experience with ********.

• Initial Complaint

  Date:10/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Ring Bundle directly from the Ring website on 10/9/22. I bought a Deluxe Kit (Video doorbell 4+ 3 Floodlight Cam Wired Plus) Order number************
  After discount and taxes total charge to my Credit Card was $748.49.
  The next day I received an email that part of my order had shipped, with tracking info. A day later on 10/11 I received an Amazon box with the 3 Floodlight cams, and an email saying my order had been delivered. I went through circles on the Ring website trying to find information on the Video Doorbell which was the only part of my order I did not receive. After finally getting to the Swiship with my teacking ID **********************,
  It shows 3 items shipped in 1 package, and 1 item not yet shipped. That's it, all other info is tracking info for the package I already received. Everything I saw on the Ring website said there should be more information on the Swiship site for items not yet shipped, but there was none. Ring Website and emails also said most items ship in 3 to 5 days. I was seeking mor information on when the doorbell would ship, so after searching I finally found a customer service number to call. Spoke to a very nice young man in the Philippines who put me through hoops confirming my email and information, put me on hold several times saying he was contacting someone. After being on the phone for 30 minutes I had enough. I asked him what the issue was and he basically said he was starting a process to reship my doorbell because it was not received. I said thats not true, it was never shipped, which it says right on the Swiship page. Then he changed his story and said the doorbell is out of stock as of Oct 11, and couldn't tell me when it would ship. He offered to refund me but after being on the phone so long and realizing the guy on the phone was being shady I finally got so angry I hung up. Ring took my money, still hasn't shipped my Doorbell, and has given me no information, explanation, future ship date or apology.
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/17) */
  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:10/14/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased several cameras with Ring., I never had a problem like this.
  
  I placed an order on October the 8th for a camera. I had it shipped to my office address so it would not get lost or stolen. Order Number ***********, ring's delivery is expedited 1-5 business days. I received a tracking number carrier is Amazon Logistics, it said it out for delivery on Monday, October 10th ***************, my package never arrived. The status has been delayed ever since. I contact ring support, I was told they are not responsible. I contacted them again, the rep contacted the shipping agent but I didn't get a response. I contacted ring again on Oct 13th, I was told a new camera would be shipped in 7-10 business days, this is unacceptable. The package is lost. I want a camera delivered to me. I am not waiting nearly a month for my order, the second order is *************
  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/10/17) */
  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, 2022/10/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/13/2022

  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 security camera/doorbell: Company falsly represented that I could use their device as a stand-alone device. I then learned I needed a subscription in order to have it work. In addition, I was told that if I purchased a subscription it would apply to two cameras. That is why I chose to purchase the subscription for a year. Now I am told I have to have a subscription for two cameras!
  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/10/14) */
  Hello *******,
  
  Thank you for bringing this matter to our immediate attention. Ring offers various Ring Protect plans to accommodate user's needs. I will have a member of the Executive Resolutions team reach out to assist you in determining which plan is best for you.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Let me first start, that this has been one of the most frustrating experiences around a purchase in my entire life and unbelievably shocking for a company like ********* I purchased a Spotlight Security Cam (Battery/White) back on 08/24/2002 and have yet to receive my purchase. Order number is
  *********** and I paid $292.25 of which $194.84 was for the camera I have not received. The device was shipped and apparently has been "Accepted" and "USPS in possession of item since August 31, 2022 6:11am" (Tracking **********************). I have made at least 3 calls to Ring to express my frustration and for a resolution to no avail. I have been lied to multiple times and this has been confirmed by different agents of the company (clearly in a call center with sole purpose not to refund my money or send another device). (1) I was told it is on backorder when it is in fact not (2) I was told it would ship soon when in fact another agent confirmed it has already shipped when I produced tracking history. I have called USPS as well as filed a claim to no avail as directed but I am tired of doing all the leg work when I have paid money to a large corporation, they chose the unreliable USPS and I don't have my product. I have asked for a new device to be sent and they say they cannot. I have demanded my money back and they say they cannot because it shipped. I have spent over 3 hours over 3 calls to Ring and I am furious. I have many Ring devices, pay an annual subscription fee for security monitoring which provides me expedited shipping (JOKE) as well as a discount towards devices. This device is to protect my house/family and they could care less! This is flat-out unacceptable and their service is horrendous! It has been 50 days since I have placed my order and since had to walk into a Best Buy to buy the camera that I am still waiting on. They stole my money, my time and truly made me feel like I have zero options. There are not enough characters to describe this experience!
  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/10/13) */
  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:10/08/2022

  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 9/14/20222, I placed a call to Ring about my security camera, that I had noticed lens had fell out of the camera. After speaking with them, the camera is still under warranty until Oct 5, 2022. The person I spoke with said Ring would replace the camera and it would arrive in 7-9 days. At that time, Ring sent me a UPS Label to return my old one when the new one arrived. Still no camera so I placed another call on 9/23/2022 to check the status, the woman I spoke with said give it another 3 days, still no camera arrived. I called back on the 9/27/2022, spoke with****, she said there was a problem in the Warehouse and it would be shipped this week, and to look out for an email of it shipping. Friday comes and still no shipping conformation. 9/30/2022 I called again to see the status and see if it shipped. This time I spoke with 2 gentlemen, one was a manager (****), he said they would take care of this. He said they were in stock and couldn't give me a reason as to when it would ship or why it didn't. He just kept saying it was the warehouse and left me hanging again as to when I will see my replacement camera. I have made 4 phone calls and this is frustrating. Meanwhile my warranty runs out on 10/05/2022. I mentioned that to them as well they assured me that would not be a problem. I am still getting the run around from this company and no resolution. This is why I am contacting the BBB, I need your help please.
  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/10/17) */
  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, 2022/10/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/07/2022

  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 purchased Ring Spotlight Cam Battery HD Security Camera with Built Two-Way Talk and a Siren Alarm, Black, - 2-Pack from Amazon. The product was delivered to my home on July 22, 2022. I noticed that screws were missing from the original order. I contacted Amazon, who charged me for an additional 2 cameras, but told me just to remove the screws. I received the second cameras, removed the screws, and sent back the second set of cameras. I had a delivery to my home in the beginning of September, but had no notification from Ring. I contacted Ring in which I was asked to reboot my cameras. The Ring representative told me the cameras have a software malfunction ( on their side ) and the cameras would be replaced "no worries ". I received my cameras mid September, and noticed that the battery compartment on the camera would not shut. The second camera was worse ( the battery compartment was hanging ). I contacted Ring asked to speak with a supervisor. ***, the Ring supervisor told me I would have to provide proof that the cameras were defective by sending in documentation. He asked me to provide the MAC number on the bottom of the boxes. Both boxes said refurbished. *** then stated, well you'rIe not entitled to new devices because you purchased them from Amazon. I kept complaining, and then was told I would receive new cameras type "A". They never arrived. Multiple calls have been made, staff thinks it's funny, often hangs up while having me on hold for hours. Tonight I was told yet again the product is not in stock , but they have them in white. i accepted that held on for confirmation, was hung up on. Called back again, was told they do have the black in stock and I will receive them within a few days. They actually wanted my billing information. I told them absolutely not, I will not be billed for replacing the cameras. Please be advised I have paid a year subscription for Ring services with cameras that don't work.
  

  Business Response

  Date: 10/28/2022

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