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:07/30/2022

  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.

  Ring rolled out a recent firmare update that caused millions ofnusers to lose the abulity to detect people on their Ring Video doorbells and stickup cams. You can literally go out and stand in front of the camera yet it wont detect you. There are settings that were user customizable in the Android app tha let youmake settings to avoid unnecessary alerts, control recording lenth, set eith a full viewable area that the camera is capable of, or create CUSTOMIZABLE ZONES to watch on each cameras viewing area. Since the firmware update and the addition of a new package alert feature, the video doorbells most people use to watch their doors, have been restricted to a half moon sized area you can only turn onor off PRESET zones on versus a freeflowing area up to the entire cameras full potential 180° width and full height. They keep trying to tell me on the phone you can change thebsize of theeirnow restrictive 4 preset zones but it does not work. They only have a button to turn them off and on. The cameras no longer detect people, but can detect cars going doen the street! But a person on your porch at the door or whereyou have it can no longer be detected. We have gone through all the settings infine times reset the devices, verified the firmware versions,and yet they end up telling you to change setrings that you have been using for YEARS recording ,birds, cats, racoons, possum squirrel, pedestrians, cars, deer etc because they seem to want to make you you their restrictive settings to detect a human on your property. At this point, i need in my location, to moniter the ENTIRE devices viewing potential based on how my home is situated yet they are rude, on the phone and will not admit to a software glitch. I have experienced this same problem after one of their sofware updates over the course of years that required them to release a new firmware update to counter the glitch. The problem is widespread affecting millions online. I'm disabled, not safe.
  

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/08/01) */
  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 Executive Resolutions team reach out to assist you further.
  
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (2000, 7, 2022/08/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  A representative called me to come to a resolution who was able to do that. I consider the resolution to be acceptable, considering the circumstances. This seems to be an ongoing problem with the conpany and its software/hardware as it has happened in the past and I made it clear that they are goigto need to do more to ensure that updates to firmware don't cause consumers to be left vulnerable to their siftwre glitches.

• Initial Complaint

  Date:07/30/2022

  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.

  July 1, 2021, purchased a ring doorbell for $97.06. When it arrived and I was getting ready to install it I realized I needed a different power source for the doorbell. I reached out and said I needed to return it for a battery doorbell. I sent the doorbell back to ring per their request and never received the correct doorbell. I attempted to reach out 3 times with no response. I have the email correspondence, receipt, return shipping info and they refuse to send me the correct doorbell or to refund me the money.
  

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/08/01) */
  Hello **********
  
  Thank you for bringing this to our attention. We strive to provide our neighbors with a seamless ordering process as we recognize the importance of investing in your home security. I will have a member of our Executive Resolutions team reach out to assist you further.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (2000, 7, 2022/08/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/29/2022

  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 purchased 2 ring floodlight cameras I've had problems since I bought it, they kept coming in and out of service I've called them multiple times and they just show me how to reconnect them but they keep disconnecting. They told us it was our internet which is the fastest internet and we even got a router so it could have more juice and it keeps disconnecting. I would like to get a refund for the two cameras since I don't see any solution to this problem, I spoke to an agent today and they couldn't help either, now the camera doesn't even want to connect. The cameras are the only thing that isn't connecting to the internet. Everything else works great so it's the cameras not the internet
  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/01) */
  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 Executive Resolutions team reach out to assist you further.
  
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:07/24/2022

  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.

  I Purchased a Ring Alarm package and two flood detectors on Monday November 29th 2021. Order number: ***********. On December 15th I received an email from Ring that a portion of our order has shipped. From December 18th, 2021 to February 2nd, 2022, I have received 33 emails from "no-*******************" stating "We're still working on your Ring order." Unfortunately, Feb. 2nd was the last communication we received from Ring regarding this order. I called Ring regarding this order on July 22nd, 2022. I requested a refund for two flood detectors for the total amount of $69.98 + $4.22 tax $74.20 total. They advised that too much time has passed and that they could not send a refund. They stated the items likely shipped although could not tell me when they shipped. I advised that no email was received stating that the item shipped. Also advised that no package arrived. I do have a ring doorbell and that we do see when packages arrive. I also have never had a package stolen as I am diligent on picking up packages. They advised me to dispute this charge with my bank. I advised my bank is not at fault. Ring offered to send new flood detectors. I declined and requested a refund. Refund is being refused.
  
  To summarize. Ring worked on my order for 90+ days. Ring could not tell me when the second package shipped. I did not receive an email of when the second package shipped, and I never received a package containing the flood detectors.
  
  I requested to speak with a manager regarding a refund. I was put on hold for 15-20 minutes. After being on hold, I was told that I would receive a call back from a manager by the end of the day. I never received a call back from a manager.
  
  I am simply requesting my money back on a item never received. Ring is refusing. I would like BBB to assist with resolution of this matter.
  
  Thank You so much for any assistance.
  

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/07/25) */
  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:07/23/2022

  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.

  Unable to register ring device system after purchasing home as previous owners are not able to be contacted. Called ring and they refused to help. Waited over thirty minutes in the phone for someone to tell me they cannot help. This is the worst customer service ever and I would never buy a ring product at this point given this.
  

  Business Response

  Date: 08/02/2022

  Business Response /* (1000, 5, 2022/07/25) */
  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 /* (2000, 7, 2022/08/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/21/2022

  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.

  This company robbed me never sent me a replacement!!!! I been waiting weeks!
  

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/07/22) */
  Hello *********,
  
  Thank you for bringing this to our attention. We strive to provide our neighbors with a seamless replacement 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:07/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is **********. On 05/29/2022 I ordered a bundle order through Ring that would include a spotlight camera, a solar panel and a pole mount for a grand total of $270.61. The next day I received a notification that 2 of the 3 items shipped. Upon arrival of the the shipment, the pole mount was missing. I waited over 10 days to call because I hadn't seen an update. After speaking with the Ring Team, I was told that the pole mount wasn't available at the moment and my two options were to wait for it to become available or accept a refund for the price of the pole mount only. I declined the refund option since I needed the pole mount for my specific application and elected to wait. I was told it would ship as soon as it would become available again. Most likely "within a week or two." Fast forward to today 07/19/22. I call at 7:56 pm central because their site says they are avail 24/7. I the first person was polite and listened to my issue. She put me on hold to explore the problem and returned to tell me that the mount is "unavailable." (I know this to be incorrect because my neighbor ordered one in the time I was waiting for mine and received it within 4 days.) She told me that she was going to refund the amount for the mount but I requested for the mount to be sent instead since I couldn't use the equipment without the mount. She said I would need to order it through their or another retail site instead.(Which I would also have to pay shipping for.) I asked to speak with her supervisor so that I could explain how that doesn't work in my instance. The supervisor that responded after 20 minutes of waiting was named ******. She declined to give any other identification info throughout the call. I was told that the mount was unavailable multiple times. She refused to let me speak with her supervisor or provide a name I could call in the AM. She said I could wait on the phone for one. I accepted. They hung up on me two minutes into that hold. Total call time 58min
  

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/07/21) */
  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:07/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called ring 2 weeks ago to speak to a supervisor about the issues I've been having with my ring cameras over the past 2 years of owning them. I got a ring alert on my phone that someone was at my door, i look and someone was trying to break into my home, 5 seconds after viewing the live feed my doorbell dropped offline. I switch to another camera that I have in the front of my house and that one didn't even load. I explained all of this to the supervisor who's name is ****. And I asked if it's possible to just return all the ring devices that I have. I waited on hold while he reviewed all the previous issues and replacement devices they have sent me because they just simply junk and he told me he can make an acception for me since it was past the 30 days. He also asked if I had an order number and receipt but I told him no which he told me was no problem. He emailed me over 8 shipping return labels and told me I will receive a refund immediately once the cameras arrive to ring. I immediately shipped over the cameras and day after day went by and I haven't received any refund. Their customer support team is incredibly unhelpful and stupid. They all sound like robots telling me the same things over and over again that it's past the 30 day return policy. 8 days go by of me calling every day about it. Total time I must have spent a good 7 hours on the phone waiting on hold while they check something or whatever they are doing. Finally after 8 days I got a hold of the original supervisor **** who promised me a refund and he tells me that I can't receive the refund without a receipt or order number. They also tried to tell me that they couldn't pull up my purchase history of when I purchased these cameras which is an error on their end. **** made a mistake on his end and failed to resolve my problem. Then he told me I was being difficult because I didn't want to accept his resolution which was shipping the cameras back to me. That is not a resolution! I want my refund!
  

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/07/21) */
  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:07/20/2022

  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 the plus package to cover warranty on my two cameras in October 2021. I was told they were covered through the app which offered the plans to me. After on January 2022, I purchased a doorbell camera. One of my camera is no longer working and I am being told the only device under the plus warranty is the doorbell camera. Why would only the doorbell camera be on the extended warranty if it was purchased after AND still has warranty until jan 2023? You have me paying for extended warranty that you are advertising and what I purchased. That is false advertisement. I want my device replaced.
  

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 5, 2022/07/21) */
  Hello *******,
  
  Thank you for bringing this to our immediate attention. All the Ring cameras are equipped with a 1-year manufacturer warranty. We do offer our users an extended warranty option within the initial warranty period. I will have a member of our Executive Resolutions team reach out to speak with you in this further.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (2000, 7, 2022/07/25) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They replace the device and will be updating the website for clarity.

• Initial Complaint

  Date:07/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a Ring security system in January after we were robbed in our driveway. My wife spent a good deal of time on phone with a Ring consultant who put together a package of cameras/lights that fit our needs but offered little information on installation besides "going to home depot and they do it". Our local Home Depot didn't offer this service. My wife went ahead and ordered the Ring equipment anyway. It was January. In Milwaukee. It was too cold to have anyone come look at the installation and it was very hard to find any electrician willing to do the installation. Finally in late March we were able to have someone come by to look at the project and give us an estimate. It was over $2000 to install the Ring equipment and there was no guarantee that it would even work because of old electrical issues in the house (built in 1910), plus he would have to cause significant damage to our interior crown moldings, the roof of our garage (including putting a hole in it which would make our garage susceptible to floooding). We just want our money
  
  This company is a scam. If they were a serious company they would be offering an installation service when YOU purchase their products. Not leave it up to the customer to find out if their product even works in their home (ie, think any internet, phone installation anyone has ever had). The fact that they didn't offer this service and are now trying to impose a 30 day return policy on products that we CAN NOT USE without prohibitive costs (both in terms on affecting structural features of home and $) because we couldn't get an electrician to make this determination til well after the 30 day period was expired is ludicrous.
  
  Please think long and hard about using Ring as their business model is a scam. They will lie to you and tell you that their are no issues with an older home just to sell their product and they seemingly care more about the margin on the hardware they sell then the security services you could subscribe to?
  

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/07/21) */
  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