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:02/14/2025

  Type:Billing 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 ************** had Ring, and we paid for the recurring yearly charges on our credit card. My mom passed in 2020, and my Uncle Dec 2021. The camera is not in service, and I cannot cancel the account because my uncles email and phone are long gone. I have the email, password, and his phone number, as well as his death certificate. Ring has told me repeatedly that they cannot do anything to remove my credit card, cancel the account, etc. I have to contact my bank to dispute the charge, but I should not have to do that every year. Can you help get the account closed? I dont believe there is no way to do this. Thank you!

  Business Response

  Date: 02/19/2025

  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

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22943535
  
  I am rejecting this response because:  I will accept the response when Ring has actually reached out to me and closed the account.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 02/27/2025

  Hello ******, 

  At Ring, we take our users' security and privacy very seriously. Account cancellations and ownership transfers can only be processed by verified account owners to ********************** our customers' security. If you're experiencing unauthorized charges, we recommend contacting your financial institution directly to dispute these transactions. While we cannot cancel or transfer account access, we do offer a process to transfer ownership of physical Ring devices with proper documentation. Our executive resolution specialist has previously provided you with the specific documentation requirements for this device transfer process. 

  
  Kind Regards, 
  
  The Ring Team

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22943535
  
  I am rejecting this response because:  I have had multiple communications with the Executive Response team.  I have provided a copy of my Uncles death certificate, his email, and other pertinent information.  The house was sold, and the physical device is not available, and not online. His email and phone are long gone so there is no way to validate the account, and with the physical device unavailable the manual transfer is not possible.  This is unacceptable.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 03/13/2025

  Hello ******, 

  Thank you for the additional information. I will have the Executive Resolution Specialist that was working with you contact you to go over your options. 

  Kind Regards, 

  The Ring Team 

  Customer Answer

  Date: 03/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and understand per their security protocol they cannot help me.  I will have to cancel my credit card and obtain a new one so I will not be charged every year and have to dispute the charge.

   

  Thank you for trying.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/14/2025

  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 two ring floodlight cameras. One is a 2nd generation, and one is a Floodlight Plus. There is a protective lens that is glued to the camera body to protect the actual camera lens from UV, water, etc Both of them fell off without me touching it. On separate days, I noticed that, individually, each one of them was missing the lens covering.Mind you, this is NOT an uncommon issue. There are threads on reddit, ring forums, and ******* videos about what to do when this happens. I called ring, and they stated that this was physical damage - a lens covering that fell off due to failed adhesive is grouped into the same bucket as a cracked light or me physically breaking it. The floodlight plus camera plus has been having very spotty motion sensing capabilities, and when I called ring to troubleshoot it, they went through their normal troubleshooting guide, I saw that the camera lens had fallen off, they denied warranty replacement for it, citing the aforementioned physical damage. I have been a ring protect plus customer for several years now and have recommended them to family and friends. This is a huge letdown. In the pictures, you can see failed adhesive, and not a physical attempt to pray anything off.

  Business Response

  Date: 02/19/2025

  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:02/14/2025

  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 email and phone number were compromised and I call the ring customer service number for help to log back in. I did not have access to either device anymore. I was given the instructions to reset the device. I was told it would be 15 days before my camera would be operational again. I asked if I would get a prorated fee next month and was told no. I asked why i would be paying for a service they were unable to provide. I mentioned that money seemed more important than neighbor safety as I wouldn't have a working camera for two weeks. He actually laughed and said "that's just the way it is **** I then asked him to cancel my subscription and he said if I cant access my account then he was unable to cancel auto pay. Unacceptable. This means I would have to cancel my credit card and resign back up with all the companies I do business with. My resolution is to cancel the current subscription and stop the auto pay until i can authorize again in 15 days. And I think a 15 day lapse of coverage shows where this companies bottom line is.

  Business Response

  Date: 02/14/2025

  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:02/13/2025

  Type:Product 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 2 ring camera batteries and 1 charging station on 26 January 2025. The batteries (sale price) were $31.49 each and charging station cost $29.99. Total cost would be $92.97. HOWEVER, Ring offered a ****** discount of $89.99 if purchased together. The discount was $2.98 for the Bundle. The items were mailed separately not as a bundle. I returned the $29.99 charging station on 2/2/25 after contacting Ring who advised my credit would be approx. $30.00. Initially Ring did not credit my account and after several attempts to get the refund thy issued a $20.01 refund. They claim that the batteries were $35 a piece not what was advertised. And, the charging station was under $20.00 rather than $29.99. The ring website and ****** (parent company) still advertise BATTERIES at $32.49 and CHARGING STATION at $29.99. Ring owes me a refund of $29.99 and taxes, not $20.01.

  Business Response

  Date: 02/14/2025

  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

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22937859
  
  I am rejecting this response because: I only wanted the balance of my credit.  I already contacted Ring twice and they have not supported the entire credit due to me.  For some reason Ring has chosen to apply a dollar sum which is simply not valid as per their product cost on my order. Please acknowledge the full amount of my refund as per the product cost.  Thanks
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 02/25/2025

  Hello ******, 

  I appreciate your patience and feedback. While I understand you prefer not to have a phone conversation with the representative trying to reach out to you, I want to explain why it's necessary in this case. For everyone's security and privacy, our Resolution Specialist team needs to verify your account so they can address and resolve your concerns.

  One of our specialists has been attempting to contact you. Could you please reply to their email with a few preferred time slots during our business hours? This will help us schedule the call at your convenience and quickly resolve your concerns.

  The verification call is a required security step that helps protect all our users' accounts. We look forward to assisting you soon.

  Kind Regards, 

  The Ring Team 

  Customer Answer

  Date: 03/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:02/13/2025

  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.

  The issue is stemming from the service *** deleting my cameras from the network because I asked to speak with a manager. Initially I called and spoke with a Ms ******* I told her the issue that my ******* device couldnt login to the app I explained the issue and she didnt understand what I was talking about so I asked to talk with her manager, she then hung up on me and I called back and spoke with a ** ***** I asked to speak with his manager about my experience with the previous customer service ***resentative and then the call was dropped I then called back a third time and I spoke with ** ***** who transferred me to ** ****, who solved my issue but right after that I logged into my account and I was able to pull up my feeds to my cameras but once I hung up the phone my feeds all of a sudden was gone, so I called back a fourth time and I spoke with a customer service ***resentative, and she and I didnt get along at all so I asked that I speak to her manager and she said that they were both on calls and can they call me back and I answered that I would wait on the line but I noticed that she hung up on me so here we are, me filing this complaint.

  Business Response

  Date: 02/14/2025

  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:02/12/2025

  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.

  Issue with my floodlight camera lights coming out randomly. The first camera I had a problem with I called and it wa out of warranty about a week and they would not replace. I bought a replacement and now this has an issue. Spoke to support, went through troubleshooting and he verified there is a problem but them told me to call back at night time. Made no sense. First phone call for current issue 2/10/2025, second on 2/12/2025 first ***** hung up after not understanding issue and continuing to not be help after 10min, second call I asked for supervisor I got female ****** 6:49pm who I explained situation and that I called a couple days ago and went through all kinds of steps, she then had me repeat steps and continue troubleshooting, after complaining that Ive done these and the reasoning they are trying to say there might be a problem is my linked cameras is not relevant. This light comes on randomly day, night and my app buttons are all off so nothing should come on at all. Supervisor put me on hold after 25min on call.

  Business Response

  Date: 02/14/2025

  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
  
  

  Customer Answer

  Date: 02/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  ring has reached out to me and communicated the steps to address my issues and has sent out a upgraded unit to make me whole for the continued issues.  I am thankful for the asssistance and look forward to moving forward with them.  Thank you! 

   

  Sincerely, 
  ***** *******

• Initial Complaint

  Date:02/12/2025

  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 Order 001-6852855, I was promised it would arrive on 2-12-25 , however, Ring only delivered half my order and I am missing , No-Drill Mount for Battery Doorbells (for Video Doorbell 3, Video Doorbell 3 Plus, Video Doorbell 4, Battery Doorbell, Battery Doorbell Plus, Battery Doorbell Pro) 1, Spotlight Cam Pro 2, Chime Pro 1. This morning I spent 1 hour on the phone trying to get this resolve and then the agent hung up the phone. In order for them to help me they said I needed to purchase a plan and active an account , which makes no sense when this was purchased as a gift.

  Business Response

  Date: 02/14/2025

  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:02/11/2025

  Type:Delivery 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.

  Placed an order for security camera with *** adapter Jan 31 from **************************. The order page stated that the camera will be shipped out (expedited shipping). Wait for a few days, no shipping information was provided. Followed up with Ring customer service (via chat and calls) multiple times, each time the *** would state that the product will be shipped next day. Now it is 12 days after the order, still the system showing the order is processing. Called customer *** again yesterday, stated that the shipping department will take care of the order but nothing happened. Called customer service again and requested to talk with manager. The manager stated that she could not reach to the shipping department by phone, only chat was available for her to contact them. Spent over 40 minutes over the phone and still could not find a solution to the problem. I am not exactly sure why the company needs to spend 12 days to figure out how to process an order. It is not a mom and pop store - it is Ring, and the same product can be bought from ****** with next day delivery, guaranteed. Please send out the order ASAP.

  Business Response

  Date: 02/14/2025

  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:02/10/2025

  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.

  Order #: ******* All I want to do is return a Ring solar panel accessory. I have spent hours on this task. No one on Ring or Amazon can find the order, and if they can find the order, they can't do anything with it because I have multiple email addresses tied to my account, or I've bought Ring products with multiple accounts, or some other excuse.I completed the ***** return process, but the link in the return email was unclickable. I have called both Ring and ******. Some Ring representatives have literally told me they cannot find that order, while others have told me they can't do anything with it. It is also only 1/2 of the multi pack, but I don't even know if the **** could do anything with that information, they seem so ill-equipped, ********** this point I want the thing picked up at my house. I also want my accounts combined and I refuse to create another Ring account like the last representative I talked to suggested, for fear of complicating the matter worse.

  Business Response

  Date: 02/13/2025

  Hello Alyssa,
  
  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

  Customer Answer

  Date: 02/15/2025

   
  Complaint: 22924027
  
  I am rejecting this response because:

  I am still unable to return the Ring accessory. I drove to a *** store, today, and the clerk not I was able to open the link to print. I no longer have my order number to go through the ***** process to reprint this label or access the ** code on my own.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 02/25/2025

  Hello ******, 

  It looks like you were in resent contact from the Executive Resolution Specialist assigned to you, and you were able to resolve this matter. If you need any further assistance, please reply to their email thread, and they will get back to you. 

  Kind Regards, 
  

  The Ring Team

• Initial Complaint

  Date:02/09/2025

  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 the ring doorbell , front floodlight and rear floodlight camera . We were having an issue with the ring doorbell where a package would be delivered, a person would come up to the door and it was not be recorded . I let it go for a bit to see maybe its a glitch a week went by nothing changed so I contacted Ring and I explained to them what was wrong he then said Im going to reset it he asked if I was home I said not at the moment he said ok Im going to reset it and u can check it when u get home well we came home and it was blinking the floodlight every time the light came on we had nonissues with the floodlight the problem was the front ring doorbell . Now the front doorbell was working amazing but now since the reboot the floodlights blink so I called ring back first she tried saying I have not had a reboot since 2020 and then I spoke again and then it was ohh I see he did do a reboot she said lets factor reset the camera ring I said ok so we got the reset button redid the set up and the light was still blinking I stated we never had one issue with the ring floodlight til the Ring security company reset it therefore they did something to this camera because we had nonissues issues til the rebbooot and I dont know why they rebooted that camera it was having no issues only problem was the front doorbell ring so I explained this to them their excuse was they were in a meeting we cant help you its defective I said it wasnt until u hit the reboot and I never had the issue with this camera til u rebooted it she said well your going to have to buy a new camera I said Im not buying a new camera when you are the one that caused this issue it was working perfectly fine to the reboot . She argued back and forth with me so I said Im not going back and forth anymore you dont want to send me to a manager you dont want to rectify the situation I will contact the BBB she did not care so here we are Looking forward to speaking with you and rectifying this situa

  Business Response

  Date: 02/13/2025

  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