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:09/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  Order # *******
  
  I placed an order for 2 ring cameras on 08/21. The promotion included expedited shiping which was between 1-5 days. Today is 09/03, I have not received my cameras. and the only shipping updated is that it was expected on 08-27 and there is a shipping delay. No recent updates since 08/27. Because of this I called Ring to get a refund, but was advised since it was shipped I have to wait to get the items to return them. However, there is no ETA or concreate status on shipping. I was told by a ring rep that I could call the shipping company to try to get an update, however, at this point, it seems to be an issue between Ring and their shipping partner, not an issue with me the consumer. For this reason it seems unfair to hold the customer in the middle and keep their money when the product in question has not been delivered, and again, no reasonable update on shipping status can be provided.
  
  I have a ring door cam, and I have been a fan of Ring for many years. But after this experience I am very disappointed at Ring for the way they have handled my order and refund request. I am requested a full refund imideatly, regardless of if I have received the items or not.
  
  Thank you.
  

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/09/05) */
  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:09/01/2022

  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.

  I want something for my pets. Especially a video. I'm really not happy with the service here anymore because I get alerts 2 or less minutes later.
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/09/02) */
  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:08/31/2022

  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.

  Ring doorbell has NO contact for technical issues.
  Tonight I tried signing on to my Ring account (desktop) which has a two step verification process. They said they sent the verification code but the code was never sent to my cell. I commanded it to send the code several times and still nothing, then Amazon Ring "account locked out". No settings were changed. You can check the "troubleshoot notifications" which only sends you to irrelevant pages to read. You can check the "Ring system status" but they rarely admit to when there's an issue and there's no one to contact to report issues. This is bs.
  

  Business Response

  Date: 10/05/2022

  Business Response /* (1000, 5, 2022/09/01) */
  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 /* (3000, 7, 2022/09/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Although Ring did respond, was very professional and fixed the problem, they still do not have a department to report technical issues to over the internet in the future. There's different problems that occur at different times so it's frustrating.
  
  
  Business Response /* (4000, 9, 2022/09/13) */
  Hello ****,
  
  Thank you for providing an update on the matter. If you have any future needs regarding your Ring account, please feel free to contact our dedicated support team over the phone at ****************
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:08/29/2022

  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 bought a ring doorbell product in 2020. The product was working today and then all of a sudden it was not. I called the help desk and they essentially said the product is not working any longer and that I would need to buy a new one due to a "software issue". I feel as if the product should be replaced free of charge as I as the customer have nothing to do with a defective product. Can you please help?
  
  Thank you,
  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/08/30) */
  Hello *****,
  
  Thank you for bringing this matter to our immediate attention. I see that you are currently partnered with one of our Executive Resolutions Specialists to assist with your inquiry. Please continue to work with your designated Resolutions Specialist to reach an amicable resolution.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:08/26/2022

  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.

  Purchased Ring Floodlight Pro and upon installation realized that the siren did not reach the advertised 110 decibels, rather only produced 85 decibels. Contacted Ring for support and representative initially claimed that the lower volume was due to a firmware update and that nothing could be done. When I brought up the discrepancy with the advertised claims I was told that my device was defective and I needed a replacement. At this point I informed them that I was hesitant because of the initial claim of the firmware update and that I did not want to risk having to spend another $150 installation fee. I asked for a hold on sending a replacement until the matter had been escalated and there was a reasonable workaround the installation costs. Instead of respecting my wishes, a representative emailed me in the late evening informing me that the replacement would be shipped. When attempting to reply but was unable to do so as the address came back as no-reply. The next morning informed Ring to cancel the shipment, to which they responded they could not. I agreed to a $100 credit to help offset some installation cost. A licensed electrician was contacted to install the new unit, however upon installation the sound quality was poor and the siren only reached 95 decibels. I contacted customer support to attempt to troubleshoot and I sent a volume test recording to an agent, whereupon I was told that this second device was also defective and needed to be replaced. I was granted $100 credit for "the inconvenience." I asked for a process by which I would not have to pay for professional installation for the 3rd device. Initially I was told that Ring contracts with installation company Onset and I could be reimbursed for the service, but the representative changed her mind upon seeing the previous credits. I advised that I should not be penalized by having to repeatedly pay installation fees because Ring had poor quality control. I was told that I had exhausted my options.
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/08/29) */
  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 /* (3000, 7, 2022/09/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The Ring team reached out promptly and obtained additional information regarding my unit, however the subsequent call served no other purpose than to scrutinize my sound measuring practices. No attempts were made to address quality concern issues, only a vague discussion that one of my devices would need to be shipped back so it could be examined for defects. No discussion whatsoever on what would be done regarding the device that is currently connected, which is also not fully functional.
  
  
  Business Response /* (4000, 9, 2022/09/12) */
  Hello ********,
  
  Thank you for providing an update on the matter. We are working to address your needs as efficiently as possible to determine the next steps. If you have further needs pertaining to the existing Ring device at your home, please work directly with the Executive Resolutions Specialist assigned to your case.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (4200, 11, 2022/09/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Interactions with resolutions specialists have not resulted in any hint of a resolution despite complaint being filled nearly a month ago. No discussions have been had about whether device in question has the capabilities it advertises. Due to this prolonged process, I do not feel comfortable with the case being handed back to Ring as resolved.

• Initial Complaint

  Date:08/25/2022

  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 recently purchased a ring. The customer service insisted I get installation from on tech who are I assume they work with. This was $220 thrown away. Ring camera was not installed but handed to me and told it was easy to do, and then the ring camera is constantly reading "off line" from my phone. When I tried to get a refund they obliged. Then my credit card company informed me there was a forged signature I'm not sure if it was done by Ring or on tech. Following this I filed a complaint and get a callback from Cara at Customer Service. She insured me that they will do a refund only for the camera and that she would be emailing me the postal information to send back this garbage. I waited a day and never received the email from Kara at Customer Service. I called Ring back and waited on hold for an hour and they were able to bring up the notes and conversation I had, but he informed me that the customer service sent The email to the wrong email address ( even though I went over my email address several times with cara) he told me he had no way to resend the email and that he would get in touch with her to resend the email to the correct email address. Still three days Nader no response. Again, get security camera from Walmart for $30. Ring is over priced and Customer Service is probably the worst I've ever dealt with.
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/26) */
  Hello*********,
  
  Thank you for bringing this matter to our immediate attention. We want to ensure that we can provide you with the most effective support possible. Please continue to work with your assigned Executive Resolutions specialist for any additional questions that you have.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:08/24/2022

  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 want to share with you a horrible and frustrating experience. I called 3 weeks ago to order some replacement parts on my damaged stick up camera. I was told 7-10 days and it was under warranty. Today I called to follow up as items were not sent out for the stick up camera (White Rubber pieces(2) and 2 Screws. The representative told me she would have her lead order it and apologized. Then ten min later called me back stating that her lead could not order them as they were out of stock. I pay monthly for this warranty and the pieces are worth about $0.10 each, cant you take them from another box? She said they would not follow up or order them and I can call back in four weeks. If rain/water gets in there the camera will be damaged , original call was 8/3/22 , today 8/24/2022 and I am to follow up in 4 weeks 9/24/2022. I guess if camera gets damaged then its under warranty if rain water gets in there since I will have to call back in a month and then wait for you to order or give me an excuse they are our. I am almost ready to pull them off and return them back to costco for a full refund and go with another company due to lack of service , taking my warranty money and not living up to it. Please forward to your corporate office my concerns.
  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/01) */
  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:08/24/2022

  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.

  So, I've been having persistent audio issues with my ring cameras for months now. I have hydro guys and delivery men showing up to my door ringing the doorbell and I get no audio from them whatsoever. This issue alone has been causing a lot of trouble but when I reached out to ring customer support things just got a whole lot worse. After 3 separate phone calls to three separate agents I was told three times to unmute the microphone. After desperately trying to explain to these agents that we're far beyond unmuting the microphone the next solution is a hard reset every time. I have hard reset and factory reset all of my devices multiple times and have had no resolution to the audio problems. When calling customer service again to explain to them that the factory resets did not work I was told to unmute the mic and do a hard reset on the doorbell AGAIN. While explaining to the agent that I had done this before and was hoping to escalate the issue she hung up on me due to I assume frustration. This is more concerning to me than the audio issues. For a company whose goal is peace of mind and home safety I find it incredibly disconcerting that your agents will simply hang up on somebody who is trying to figure out an issue. You understand that there is no other option for people right? Calling your agent or chatting with customer service or the only options we're given. So now in addition to still having the persistent audio issues I'm now having issues with the actual customer service efficacy of ring itself as a company. I've got four ring devices, ring lights, a ring security system, and ring professional monitoring yet when I call with a problem I get "unmute the mic, hard reset the doorbell", and then hung up on. This has left me entirely unsatisfied and unsure of whether I have made the right decision to go with ring as a home security provider. Is this the type of interaction I should expect if I ever need to use the professional monitoring for an emergency
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/25) */
  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:08/21/2022

  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.

  My backyard camera has been unable to maintain a charge or charge with the solar panel for over a year. I have have the ring protect plan and have been paying for YEARS. I have called multiple times to have a replacement sent. Each time they want us to complete troubleshooting steps which have been completed multiple times already as a stall tactic instead of sending us the camera replacement. My husband who works for the government as a computer professional has also troubleshooted the camera and it is clear that it needs to be replaced. I have been without a working camera for over a year. Each time I request to be transferred to a supervisor only to be told none are available and they will give me a call back. They never call back. I need a replacement camera!
  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/22) */
  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:08/21/2022

  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.

  Ring alarm pro broke - replacement out of stock..
  
  My ring alarm pro base station got stuck with a red "power" led (lightning bolt). I called them they walked me thru troubleshooting and ended up telling me I needed a replacement. I have only had this for about 3 months before this problem. I started using my hotspot on my phone for everything since my wifi didn't work without it either.. a month goes by and I call to check in about the replacement and they told me it is out of stock and there is no timeframe they can give me as to when it will be back in stock. I literally have no idea what to do that this point but it really doesn't seem fair what they are doing to me...
  

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 6, 2022/08/22) */
  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, 2022/08/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received a working item and my alarm system is working once again. Thank you very much.
  
  Business Response /* (1000, 17, 2022/09/16) */
  Hello ******,
  
  Thank you for providing an update on the matter. I am thrilled to know that you are back up and running with your Ring system. Thank you for being a valued neighbor in the Ring community.
  
  Regards,
  The Ring Team