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:09/22/2022

  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.

  absolute nightmare!!! Calling Ring Customer Service and they are just sooo incompetent .. they sent me the wrong Ring Doorbell replacement .. I call and they refuse to transfer me to a supervisor, they refuse to transfer me to the shipping dept .. i had to call several times to be met with gross incompetence and issue is still not resolved.
  
  The incompetence level is off the charts here!!
  
  I am only trying to have a PROPER REPLACEMENT SENT TO ME .. they sent me the wrong device too
  
  Just horrific, horrific, horrific
  
  I also asked to file a complaint with corporate headquarters and I am told 'we do not have a corporate headquarters' blah blah
  
  Just appalling!!
  
  I reach somewhere in Asia ..
  
  I asked to be transferred to the U.S. and I am told this is not possible either
  
  Now these international numbers are repeatedly calling my phone and fortunately, my phone blocks these numbers so I am not charged international rates
  
  Just really scary about this business .. wow!!!
  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/09/23) */
  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:09/22/2022

  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.

  After contacting Ring regarding a defective Super Solar Panel, they finally agreed to send me a replacement. When it arrived, the replacement was their standard, smaller panel. I have contacted them twice now to send out a proper replacement, and each time they come up with some nonsensical reason as to why they cannot send me a replacement. What should be an issue that is easily corrected has now consumed way too much of my time, and they continue to be evasive. The complete and total lack of consistency indicates to me that Ring is trying as hard as possible to not fulfill their obligations and correct their shipping error.
  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/09/23) */
  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:09/22/2022

  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 ordered Ring doorbell video Pro 2 cost $259.99 with out tax on Aug 31, 2022+ from Amazon and it was delivered on September 2nd 2022. On September 4th, i called Ring customer service via Ring app in an attempt for Ring technical customer service support to help with the problem of installing the Ring. The tech could not so she created a return label for me to ship the product to Ring. At the same time she order me a replacement of the same exact product, and she told me that the order should be processed within 3 to 5 business days. On September 11th, I called Ring back to see when my product was going to be deliver. I was told to wait 3 to 5 business days and was provided with the tracking number. I later check the tracking number and discover that the tracking number that Ring gave me is the same tracking number Ring originally provided me to send the product to them. I asked them to ship the product to me overnight because i have already waited more than 5 business days. Ring customer service respond that they could not deliver it overnight. I waited till September 13th. and was told that the order was cancelled and had to be reorder. Now, I asked them for a refund and was told the order is in process and i had to wait until the ordered was delivered to me before i can get a refund. I told them to call the department where the order is in process and to tell them to cancel the order. They said it could not be done.. I told them what sense does it make to not cancel the order when the order had not shipped. I called Ring customer service back again on September 14th and asked for a tracking number and was given the same tracking number that they originally gave me. Now I'm thinking they don't know what they are doing. So I send the inventor ************* and email at*********** on September 15th 2022 to see if he can assist in resolving this issue. I received no response. I called Ring on September 17th, the ship to address was changed.. No tracking # rcv'd
  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/09/23) */
  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 Special Ops team reach out to assist you further.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:09/18/2022

  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 Doorbell, along with two additional cameras less than two years ago. They're not cheap, but I wanted the best as they're used to keep my wife and children safe when I'm away. My Ring Doorbell all of a sudden failed. I've spent several hours trying to reconnect it, waiting on hold for over an hour at a time for advanced support whenever I call... I'm technically savvy enough to solder on circuit boards, so I'm not out of the loop when it comes to resetting, rebooting, reconnecting etc.... The gentleman at advanced technical support said it's the Wi-Fi chip that failed, so it's not repairable.... once I told him that right now I couldn't afford to purchase a NEW doorbell at a discount, he told me he'd email me a coupon and was very quick to hurry off the phone. Quite literally a "you're screwed, have a nice day!" Kind of call. I'm headed out of town for a week, and will have no ability to monitor my door while my family is there. This is wrong. Ring should absolutely cover manufacturers defects longer than 30 days for something that costs this much to own and maintain with their monthly paid service. A video doorbell is not a consumable. It's something that should last at the very least a few years. I've got store brand lightbulbs in my patio light that outlasted this device. How does this make sense? I've preached Ring to all of my neighbors and have brought several people into the brand.... My loyalty to it has been unshakeable until today. The doorbell failing was ok because how could a company like ring not backup their products, right? Nope. Wrong. Dead wrong. After they ran me through all of the routine troubleshooting that I had already done several times over the last few weeks, they just cut me loose. I'm very disappointed. I hope to have this issue resolved appropriately by Ring, Llc.
  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/09/19) */
  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 Executive Resolutions team reach out to assist you further.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (2000, 7, 2022/09/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The Ring Customer Support Team has exceeded my expectations. Thank you for making it right. It's water under the bridge, and you've retained a loyal Ring customer. Thank you.

• Initial Complaint

  Date:09/17/2022

  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 malfunctioned. Employee was high or drunk and kept me on the phone for over 2 hours before he decided my ring could not be fixed and a replacement was in order. 4 weeks later and numerous phone calls to customer service and supervisiors my new ring has not been ordered or shipped. Supervisiors promise to call me within 24 hours and promise there will be a shipment. I never receive a call back and my ring has not been replaced.
  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/09/19) */
  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 Executive Resolutions team reach out to assist you further.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:09/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/30 I ordered 2 Floodlight cam wired Pro
  On 9/9 they were delivered
  On 9/10 I tried to install them. After powering them up and spending approximately 3 hours troubleshooting with Tech support the camera came online and worked.
  On 9/10 10 minutes after hanging up from support at approx 610pm HST the camera stopped working
  On 9/11 I spent another 3 hours on the phone or troubleshooting with 2 agents and after a long time of working with them they stated the camera was bad and they would send me a new one. I specifically asked for a confirmation number and the agent said "When we hang up an email will be sent with that information"
  I never recieved an email
  On 9/12 and 9/13 I spent approximately 3 hours on hold and trying to get through to someone for assistance and I was unable to get a hold of a live person since I work until 7pm HST.
  On 9/14 I initiated a chat with support asking for the replacement information and the support had no record of a replacement being requested.
  I asked for a replacement and they refused to send me one due to me not having the MAC address despite me providing all other information such as order number, tracking number, my personal phone, email and physicall address
  I asked for a full refund and instructions on where to mail the defective products to and they refused to help me with that stating they dont deal with returns.
  I spend a total of about 9 hours of total time of trouble shooting, phone calls, hold and chatting with agents.
  
  I would like a full refund for the items I bought. I would also like a check for the amount of time and money I wasted trying to install a defective product, as well as the total amount of money I spent on running hard wires to the locations to install the cameras. My billable hourly rate is $250 per hour. I spent approximate $1000 on tools and parts to run the wires and my time. Hanging on a ladder 20ft in the air for hours on end with tech support is dangerous and they also need to change proce
  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/09/15) */
  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 Special Ops team reach out to assist you further.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:09/10/2022

  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 have a ring doorbell and it's hardwired but out of the blue it's not charging and down to 3% I have had it on charge now for 3 hours inside using the usb cable and still on 3% will not charge. This is the second time that this has happened the last time they swapped it out for a new one but after a few months happening again try to call the uk support number to a recorded message of this number does hit take calls this is digesting
  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/12) */
  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:09/09/2022

  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.

  Approximately one week ago, my front camera presented multiple problems. The customer service representative sent out a replacement for the battery-operated camera. However, a wired camera arrived on 9/7/2022 instead. Upon contacting Ring customer service on 9/8/2022 about the wrong camera, the response was unexpected and unreasonable. I called two times in the morning, the first agent (call placed at 839 AM, lasting 12 minutes) resisted providing a return label; wanting to place me on hold to "get answers". He eventually hung up the phone. The second time, the customer service representative (call placed at 954 AM, lasting 11 minutes) spoke in circles and refused to provide a label, again claiming she "needed answers" and hung up the call. The 3rd customer service representative crossed the line (call placed at 1030 AM, lasting 15 minutes). She refused to get a supervisor on the line, claimed I lied about the number of calls for this request, continued refusing to provide a label, and taunted me throughout the call. After demanding a supervisor again, she claimed one would call back within 24-48 hours if they chose. I advised her to not call me again and hung up the phone. She then called me back, taunting me again to "verify" my phone number for a supervisor. After this incident, I had to call 9 more times to finally get a return label. Admittedly, there were some representatives that genuinely tried to help however the agent from 10:30 AM made it clear that I am not welcome as a Ring customer. This is not the first time I've experienced bad service from Ring over the several years being a customer. However, this is the last time. I simply asked for a return label for a camera that did not belong to me. Despite the representative from 1030 AM statements and belief, I am not dishonest and nor a thief. Ring is finished in my home. I demand a refund for all equipment and service since inception with Ring.
  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/12) */
  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:09/07/2022

  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 went to Ring for assistance with 3 defective batteries. However, Ring support did not disengage my cameras for support. Next day, I call again because I had to dismount a camera to get the MAC ID and the gentleman went right into my camera without authorization he said it was still connected. I said I did not give authority for that and said okay I'll send it again now but was engage already and I did then agree. But I told him to disengage from cameras. He said he did but I never got message. I asked for manager and he said no one available. I want Ring manager Afro help and make sure they are disengaged from my cameras- I don't like that one bit!
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/09/08) */
  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 Special Ops team reach out to assist you further.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (2000, 7, 2022/09/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  A specialist at Ring has contacted me twice and has informed me of their processes. I am satisfied at this time with the response from the executive team and can now close this matter out while they-Ring-, finishes with my concerns.

• Initial Complaint

  Date:09/07/2022

  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 ordered a charging station and 2 quick release batteries along with a bunch of other stuff I got it and the one side of the charging station don't work so I contacted them they kept me on the phone for an hour to tell me I have to return it they then would issue refund I would then have to place order for new one and wait for it to be shipped rather then just sent it and let me send the other one back horrible customer service and a big waste of time
  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/08) */
  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