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:10/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Sept., 2022, ring.com decided to raise the price of my services for 2 cameras by over 33% without notice, attempted to charge my Discover credit card without my authorization on 9-12-22 for $79.98, and I have made repeated attempts via email, phone call, chat message, facebook messenger/their facebook group, to dispute the extortion of how much they raised prices for LESS quality of service, farming out their customer care to 3rd world countries (which has been far more problematic, uneducated rep's, resulting in far more technical issues no resolution, astronomical amounts of time spent attempting to fix anything, etc.), low-quality products (after Amazon bought the company, my cameras started "going bad," which appeared to be their tampering with my cameras to force me to purchase new products, & then the new camera battery was dead/not working at all after 1 year, when my old camera & battery from 2017 were still working fine on the other camera), etc. I submitted a letter, requesting supervisor response in writing, or someone higher up in their Customer Complaints Dept., and they repeatedly lie, don't make the request, bounce me around, make it impossible to actually get ahold of anyone who WILL fix or change anything, and this is absolutely unethical!! The only choice they gave me was to "go without service" and end my service, in their response, which is again, extortion. I have been a loyal & good customer since summer 2017. I will attach the letter that I had made attempts to have addressed countless times. After seeing the unauthorized charge, I made calls to ring.com starting the day after the event, speaking 1st to my Discover card (who indicated this charge by their company caused fraudulent, repeated charges online to my card, resulting in card cancellation/fraud), & the day that I was given an email address, I submitted my letter to: [email protected] (directed by staff/email address does not work at all), & to **********************************
  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 5, 2022/10/21) */
  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
  
  
  Consumer Response /* (3000, 7, 2022/11/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  While I did receive a refund for the roughly $20 they overbilled me (I had not been informed properly in writing of their crazy price hike), after extensive phone calls and emails, reaching out in any way possible to connect with an actual human at the company, as well as anyone who would actually follow through and follow up; I still have issue with the fact that they deleted my account while I was in the midst of numerous attempts via email, phone, chat, etc. to indicate that the price hike without prior knowlege was not OK and come to resolution. Part of their new selling point of why they raised membership by $20 per year (34% increase) is that they "provide even further history of your stored videos on our system, of motion alerts." When they deleted my account rather than actually resolving the business ethics issues, they deleted ALL of my video history. That was all PAID FOR and they deleted it, included starred incidents I had saved. However, they refuse to acknowledge that their deleting this while I was attempting resolution, not providing me video or security services, should result in any sort of refund for THAT loss. I still believe that, if that is the rationale for the new price hike, and I had been paying for that, but they deleted it without my permission, then they owe me a REFUND for providing me less than what I paid for, during that time frame of the 180 days prior to them canceling my account (since all of those videos were deleted & they claim they "cannot restore any of them.") Please advise.
  
  
  Business Response /* (4000, 9, 2022/11/09) */
  Hello ******,
  
  Thank you for providing an update on the matter. We strive to ensure our users always receive the full value of security with Ring. Prior to any pricing updates, we provided Ring Protect Basic users with written notification via email about the upcoming change. We've added new features to the Ring Protect Plan to provide our neighbors with more customization.
  
  With regard to any subscription renewals in the meantime, Ring makes several attempts to renew services before any account changes take effect. Please reach out to your assigned Executive Resolutions Specialist if you have further questions.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (4200, 11, 2022/11/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They basically just repeated themselves on the past things they've stated, which were both proven NOT to e true in my case, as well as to be ways to avoid the actual business ethics issues at hand. It's basically not giving a response. I would appreciate the BBB exploring the business laws & ethics involved, and providing their input. Thank you!

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ring makes it very difficult for me to verify my account when properly logging in my account to fix a problem with my camera. The code they sent me by text message that I read on my I phone to enter on the Ring app does not allow me to enter the code in time to verify my account. They do not offer me an alternative to entering by email to me. They do not allow me to verify my account in a reasonable amount of time on the iPhone Ring app. I find this unacceptable and cannot endorse this product if they cannot correct it.
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/10/07) */
  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:10/05/2022

  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 *************purchased a ring doorbell, I have told them time, and time again that their app is not accessible for ***** users, they seem to try to make it so difficult for ***** users. They have very rude representatives, and I am tired of dealing with them. The only time they are kind is when they are trying to sell you their products, I am trying to change my Wi-Fi name and password because I have a new router And they are giving me **** trying to do this. I am an independent person and like to do things on my own, but they don't have any regard for anyone that is *****.
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/11/18) */
  Hello Cathleen,
  
  Thank you for bringing this matter to our attention. We strive to create a very user-friendly security solution to help secure your home. I will have a member of our Executive Resolutions team reach out to offer further assistance.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:10/04/2022

  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 contacted by a person named ****** in I believe executive resolution. He was very touch and go arrived late by almost 10 minutes first meeting and second meeting not at all. I sent information in advance to address my ongoing concerns such as, how is Ring accessing cameras of owners with out being granted authority by the owner- this happen twice to me and one included with ******.
  
  Second, I was provided refurbished cameras and it turns out there not so good because I still have fogginess on my cameras. I would like to be reassigned to someone that is on time and can consistently help me get a resolve since I own a number of these products.
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/10/17) */
  Hello **********
  
  Thank you for bringing this matter to our immediate attention. I see that your case is already assigned to a member of the Executive Resolutions team. We ask that you continue to work through your assigned specialist for any additional questions you may have.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (3000, 7, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please reassign me to another person and or group to work with. I do not wish to work with******* or the other party previously assign in the group due to not finding a resolve and another number of personnel issues with the employees.
  Thank you.
  
  
  Business Response /* (4000, 9, 2022/10/31) */
  Hello**********,
  
  The Executive Resolutions team at Ring is the team that is best equipped to resolve your inquiry. At this time, we have provided offers to arrange a callback to further address your needs. Please respond to the email thread established with your Resolutions Specialist for any further questions so that we may further assist you.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:10/02/2022

  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.

  July 19, 2022 I called ring customer service before finalizing the checkout of my order (************ in the total amount of $387.87.
  I specifically inquired about the (6 pack alarm window and door contact sensor for 2nd generation-$99.99) and the requirements of the product. All that the customer service representative covered was that a service plan was not needed for the device and nothing else.
  On 10/02/2022 I attempted to install the (6 pack alarm window and door contact sensor for 2nd generation-$99.99) to which I encountered issues due to not having the alarm base station. Which was recognized through own troubleshooting on 10/02/2022.
  I contact ring 10/02/2022 and provide them my order #(***********). To which I see that my order was no longer eligible for return.
  I escalate my concern and am told that I am ineligible for return or exchange by supervisor: ***** But am within 1 year warranty for product exchange.
  When given this information I requested an exchange for a product of equal or lesser value to which he stated I cannot due to not being in the same category. His example given (camera for a camera, a doorbell for a doorbell).
  I am completely unsatisfied with the ring customer service team as they did not initial provide all requirement for their product prior to purchase. When I contacted them to review my conversation with the agent to prove my point. I was told that since I did not specifically inquire about the need of a base station, and although the agent did not disclose the full product requirements, they cannot help me.
  It should be standard that customer service representatives/ product specialist detail all needs of a product sold. Regardless if the customer or prospective customer brings up the topic. If they know the product will require another device that's functionality is dependent, then it should be disclosed. Otherwise how would a prospective customer know without being given all product details.
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/10/03) */
  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

• Initial Complaint

  Date:10/01/2022

  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 security camera is no longer working and I only had it for less than a year. Last week, Friday September 23, I spoke with Ring customer service but to no avail. After an hour on the phone trouble shooting, I was advised to purchase another one. This is not an acceptable answer, especially since I'm still paying Ring for the online service fee.
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/10/03) */
  Hello *****,
  
  Thank you for bringing this to our immediate attention. The Ring cameras are equipped with a standard 1-year manufacturer warranty. We do offer our neighbors the option of an extended warranty during the initial warranty period. 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:09/29/2022

  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.

  A possible civil litigation will be pursue based upon nature of circumstances.
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/10/03) */
  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:09/28/2022

  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.

  Defective RING DOORBELL. My RING DOORBELL died. They sent a defective RING DOORBELL to me and refuse to send me a working one.
  

  Business Response

  Date: 11/04/2022

  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

• Initial Complaint

  Date:09/24/2022

  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 made a purchase with Amazon July 18, 2022. I did not need the product 2 Ring Wired Flood Light Cameras. I made an attempt to return them however I was over the return period by a week. I spoke with a representative at Amazon and they stated I would have to contact the manufacturer (Ring) and return it to them for a refund. I contacted Ring. They sent me via email 2 return labels for UPS so that I could return each flood light. I did this on August 27, 2022. To date I have not received a refund totaling approximately $345 for the two devices. I've been told by Amazon because the products weren't returned back to them I have to get my refund from Ring after they told me I had to send them back to Ring. I've been told by Ring they are escalating this and they can not send me a refund because I didn't purchase from them even though they have verified with my UPS tracking numbers they've received the products. I've asked if they can send them back to me if they are not going to refund me my money and they said they do not do that. I am left with my money not refunded as well as no product because I was instructed to send back in order to get my refund back to my Ring account because I am a Ring customer. It's unfair that I am now out of the money I've paid to them. I've been a long-standing customer with both Amazon and Ring and to be cheated out of my money and product is a complete scam as I have not received a refund now over 6 weeks.
  
  Amazon order details
  Order date
  Jul 13, 2022
  Order #
  *******************
  Order total
  $657.69 (4 items)
  
  UPS Tracking #'s below to Ring
  *************************************
  

  Business Response

  Date: 10/05/2022

  Business Response /* (1000, 5, 2022/09/26) */
  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
  
  
  Consumer Response /* (2000, 7, 2022/10/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for issuing me my refund. I've received it in the mail.

• Initial Complaint

  Date:09/23/2022

  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 subscription for the ring doorbell service, and now that I have moved and am trying to cancel the recurring subscription the service will not let me login. Attempting to login says that an email is being sent with an authorization code, and the email which I receive says they will not send a code via email. I contacted customer service and they cannot cancel my subscription, but say I must first login to a separate amazon account. My service is with ring. My email address for my ring subscription is not linked to amazon. After speaking with a supervisor I was told that customer service could not cancel my subscription.
  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/09/26) */
  Hello *******,
  
  Thank you for bringing this to our immediate attention. The safety and security of our users is always at the forefront of our mission. That being said, we have various options for neighbors to customize their account verification preferences. I will have a member of our Executive Resolutions team reach out to assist you further.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (2000, 7, 2022/10/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)