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:08/19/2022

  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.

  Weeks ago, I purchased the item for $77 and had immediate regrets. In order to verify they have it returned, they want access to my amazon account. I do not believe they have earned my trust again to have that information. I want my money fully and rightfully refunded ASAP and then I want them to STOP sending me emails.
  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Hello ******
  
  Thank you for bringing this matter to our immediate attention. We greatly value the trust that our users place in our protection of their privacy. That being said, in order to provide account-specific assistance, our team does need to verify your Ring account using your chosen security verification method. If you wish to customize your account verification options, I'll have a member of our Executive Resolutions team reach out. They can show you how to do this and work with you on your other account needs.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:08/19/2022

  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 $600 worth of home security devices. None work well. Always issues. Had a ring doorbell fail and it took me countless hours to get them to replace it. They kept sending refurbished replacements but I did not accept since I originally purchased everything brand new. Then, they charged me for the replacements. Now, my solar panel will not keep my camera battery recharged in the dead of summer with ample sun. I've called no less than 5 times, wasted numerous hours of my time, incurred ridiculous amounts of frustration due to the fact that the ring customer support folks are clueless, cannot speak clearly, and cannot resolve the issue. Requesting full refund of all ring equipment, as well as all subscription/monitoring fees, as to discontinue our relationship, and hire another company.
  

  Business Response

  Date: 11/21/2022

  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
  
  
  Consumer Response /* (3000, 7, 2022/08/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Request a full refund for all charges incurred during purchase of all Ring products. They do not work as advertised and I do not want to continue this carousel of spending my valuable time submitting complaints to the company, dealing with horrible customer service or should I say lack thereof, and troubleshooting issues, being sent refurbished parts to replace ones I purchased brand new, and then have problems down the road yet again. Not doing this.
  
  
  Business Response /* (4000, 9, 2022/09/05) */
  Hello *****,
  
  A member of our Executive Resolutions team reached out to offer assistance with your account on 8/22/22, but our offer of support was declined. We have not been able to reach you back since that time. If you would still like assistance with your Ring account, please reach your assigned support specialist through the email thread we established with you. We are happy to discuss how we can best assist you going forward.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (4200, 11, 2022/09/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Requesting refund. No need to talk to a specialist. Every time I call Ring back, nobody answers. No need to talk. Refund my money.

• Initial Complaint

  Date:08/17/2022

  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.

  I pay money to post to the neighbors section of ring's app. i posted a story this morning about a man trying to gain access into a synagogue under false pretenses and you took down my post stating "it was not approved." but then the next sentence says. "Neighbors posts are intended to help the community stay informed about safety related incidents" THIS IS SAFETY RELATED INCIDENT! REINSTATE MY POST!
  

  Business Response

  Date: 12/09/2022

  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, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The resolution emailed to me by eric was really snarky and basically said if i dont want to ring services i dont have to.
  
  
  Business Response /* (4000, 9, 2022/09/14) */
  Hello********
  
  Thank you for providing an update on the matter. Our Executive Resolutions team reached out to provide you with further information about the Ring Neighbors App Community Guidelines. Posting content to the Neighbors app that falls within the Community Guidelines is the best way to ensure effective use of this optional feature.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (4200, 11, 2022/09/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  show me how my post doesnt fall within your guidelines.

• Initial Complaint

  Date:08/16/2022

  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.

  My husband passed away unexpectedly. Ring subscription was in his name. I want to renew the subscription and have it in my name and email address. I have called customer support and was promised links of what to do within three business days. I received nothing. I have tried Chat, and I am in a loop. I simply want to pay to continue using the product and have no help from the company. I can scan our marriage license and his death certificate to prove my relationship. I don't know what else to do.
  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/17) */
  Hello *****,
  
  Thank you for bringing this to our immediate attention, and we are sorry to hear of the loss of your loved one. We do have some options available to assist you going forward. I will have a member of our Executive Resolutions team reach out to speak with you.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (2000, 7, 2022/08/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I was contacted in a timely manner by the business and a quick and complete resolution was reached. Thank you for your assistance. All other avenues I attempted for resolution failed.

• Initial Complaint

  Date:08/10/2022

  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.

  Purchased and charged on 8/4/22 for a ring wireless Camera. Stated that I would receive purchased wireless camera in 1-5 business days since I was a current paying customer. I called after not receiving the product and was told by ******* on 8/8/22 @ 7:05 pm that I would receive said purchase no later than 8/11/22. I called again on 9/10/22 to confirm what ******* stated and was told no another 3 weeks before shipping. I only ask for the refund of what it will cost me today to purchase from another vendor who actually has it in stock and they refused but still kept my initial purchase and collecting interest on a product I have never received.
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/11) */
  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:08/08/2022

  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 paid a yearly for service for the Ring system and replacement for the devices.
  
  It has been 10 days since I reported that one of the devices failed, so they opened a ticket to replace the device.
  
  It has been 10 days, they have still not sent me a replacement device, which they told me I should get it in 5-7 business days.
  
  I am very upset that I paid the yearly warranty for the devices and I don't get the device replaced, which is a security system and provides light and security for my house, I have no light in my backyard.
  

  Business Response

  Date: 08/26/2022

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

  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.

  I am submitting this complaint because I have done everything I can possibly do to resolve this issue with Ring directly unfortunately their customer care is overseas and useless.
  I sold my home and therefore canceled my Ring doorbell. Upon calling I informed the customer care rep that the card I originally paid with has been closed and the Bank is no longer handling the card or accounts. They have sold the accounts to a new bank who can not assist me.
  I provided my NEW credit card information and the rep updated that in my account, and said I would receive the $45 refund that is due back to the NEW card (MasterCard) after handing up I received multiple emails telling me the refund was credited to the OLD card that I do not have.
  I called again to try ti resolve this and was hung up, told there was nothing I can do, there are no supervisors and the last time I called they said to try Amazon since they own ring.
  Amazon can't help me so, with all efforts exhausted I am now requesting the assistance of the BBB. I would like Ring to please provide me with my $45 refund that is due for the unused services. I would like this credited to my new card or a paper check as again the original bank has sold all credit card accounts and has no access to view, or issue any refunds. Ring was told all of this in advance and is of absolutely no assistance. Your assistance in resolving this matter would be greatly appreciated.
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/09) */
  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 /* (3000, 7, 2022/08/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  While I appreciate the business reaching out to me because of this complaint, this in no way solves my issue. The business provided 2 very long numbers for me to try to track down the refunds they Issued to the wrong and closed account. I contacted the bank where the refund was issued and they are not able to assist. So, I never did receive my refund that I am due. I'm sorry but, RING who fully acknowledges this is their fault should eat the $30 refund and issue me a paper check. It's not up to the customers to correct the businesses wrong doings. So yes they did respond and they gave a way to attempt to track down the refund but I have been unsuccessful in doing so. The bottom line is RING is WRONG, RING made the mistake and RING should fix it or be out the money NOT THE CUSTOMER. Thank you for your time.
  
  
  Business Response /* (4000, 9, 2022/08/22) */
  Hello********,
  
  Thank you for providing an update on the matter. Please be advised that subscription refunds can typically only be provided to the original payment method. I will have our Executive Resolutions team reach out to discuss any alternative solutions.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (2000, 11, 2022/08/31) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I'm only accepting this response because we were able to resolve this matter ourselves with the credit card carrier. Having to put a customer through all of this for $30 is truly absurd.

• Initial Complaint

  Date:08/03/2022

  Type:Product 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 service plan and recently canceled it due to selling and moving from our home. Ring issued me a refund for the remaining months which totaled $50.02, but the refund was issued to a debit card and bank account which I closed and was no longer active. I called Ring to attempt to solve this issue and they stated I would have to get with my bank and they would be responsible for refunding my money even though the bank account was now closed. I called my bank who stated they rejected the refund and sent it back to Ring due to the account being closed. I have called Ring back three more times in order to get my refund as the bank said they sent it back and I have had nothing but issues every time. I have spent a over four hours on hold during these calls and I am always told the bank will have to give me my refund after I provide them an ARN Number. I have called the bank again and they stated again they rejected and sent the refund back to Ring and they have no idea what. ARN Number is. During my last call with RING, I again was placed on hold multiple times and they attempted to refund money again to my closed bank account after I told them on 4 separate calls it was a closed account. After this, they again wanted me to call my bank and give give them an ARN number. I do not understand why RING cannot send me a hard copy check for my refund and I also need to speak to higher up supervisor who I can hold a conversation with and does not ask me to repeat myself and spell out words during the duration of the phone call.
  

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/08/04) */
  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

• Initial Complaint

  Date:08/03/2022

  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.

  I want to cancel a protection plan I currently have and have had for years now with Ring.com. I have entered into their form my email address and password. Then they want me to enter a verification code that they just sent to my phone. But the system, and their tech can't send me a verification code that I can get to because my phone number has changed. They send it to the old, cancelled phone number which I have no access to. No one can seem to find a way for me to get them to use the new phone number. Now I am our another $100 for another year of a plan I can't seem to cance..
  

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/08/04) */
  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:08/02/2022

  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.

  My ring camera suddenly stopped working. There was no mishandling of the device and it had worked fine to date. I first tried to troubleshoot myself. I called in for technical support but the rep just had me try to reset the ring over and over again for 30 minutes before telling me there was nothing else he should do and giving me a coupon for a small percentage off of a new one. Looking online there were tons of other troubleshooting steps he should have taken me through. There is also a lack of support on their app and website for the model. Even if they're not selling it anymore, it hasn't been that long since they stopped and ending support just requires customers to buy new devices instead of helping to fix their existing ones.
  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/03) */
  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 speak with you further.
  
  Regards,
  The Ring Team