Complaints

This profile includes complaints for RingCentral, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  RingCentral, Inc.

  20 Davis Drive Belmont, CA 94002-3002

  
• 

  RingCentral, Inc.

  2545 Central Avenue Suite 200 Boulder, CO 80301

• 

  RingCentral, Inc.

  8005 S Chester St Ste 200 Centennial, CO 80112-3523

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:11/03/2022

  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.

  RingCentral is refusing to give me all my money back which is $346.69 I received no on boarding, I was told to go online and do it myself. I was charged an additional $23.14 on 10/26/2022 over and above the $323.55 that I paid on 10/17/2022 for a year of service. That $23.14 was completely unauthorized and I was not made aware that there would be any charges over and above what I paid for the full year of service. When I questioned what this charge was for they told me it was because I went over the monthly limit for text messages. No one ever told me there was a monthly limit for text messages. On their website in their pricing plan it says enhanced business SMS. That is false. That is a blatant lie. Their allotment is 25 text messages per month. In this day and age that does not equate to enhanced text messaging. There is no disclaimer or footnote or reference or anything telling you how many text messages you are allowed. 25 text messages per month is not even a text message per day. So much communication and business is conducted via text these days. How is that enhanced?? I canceled on 10/26/2022, within the first ***************************************** my money back. I was originally told it would be 3 to 5 business days, but that time frame has obviously come and gone and I still do not have my funds. A couple people told me that it would be back in my account within 3 to 5 business days and that it would be a full refund. Then when I spoke with someone else, they told me that it would not be a full refund and I would have to wait until 11/17/2022 and then the refund would be processed. This is completely unacceptable. Their advertising and their pricing plan on the website is false, deceptive, and misleading. I get different stories and different information each time I contact them. This company really needs to be taken to task over how they operate, their business practices and their false, deceptive and misleading advertising and pricing.

  

  Business Response

  Date: 11/16/2022

  We have confirmed that the customer did receive a refund and we believe we can close this case at this time. Thank you for the opportunity here.

  Customer Answer

  Date: 11/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is mostly satisfactory to me. However, while I did receive a refund, I would also request that RingCentral revise their advertising and onboarding so that the misleading information regarding their plans and additional charges is clear, transparent and must be acknowledged prior to proceeding and that their employees don't simply tell people to "go online and do it yourself". Had their advertising been truthful and transparent, I would have never signed up. Had their employee done their job of onboarding and explaining everything, again, I would not have signed up for their service. All the stress and financial issues I experienced would not have happened. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:11/03/2022

  Type:Order 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.

  We signed up for Ringcentral in 2020. They say there was a two year contract. We restructured our business in 10/2022 and merged / ported our numbers to another service. We contacted RingCentral to cancel the service. They said the contract auto-renewed 3/2022 and I had to pay for service until 4/2024 (another 17 months or around $1,800). I told them that I did not receive notice about the ********************************************************************************************************************* the contract so no notification was sent. If we had been aware of this we would have changed the contract in 3/2022, but again, no effort was made to let us know we were auto-renewing for another 2 years. This is a predatory and misleading business practice.

  

  Business Response

  Date: 11/16/2022

  As a goodwill gesture we were able to work with the customer. We believe we have resolved the issue at this time.

  Customer Answer

  Date: 11/16/2022

  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:11/01/2022

  Type:Billing 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.

  Have had a phone number with Ring Central since 2019. Phone number **********. Tried to cancel the phone number because the business is no longer. open. Called ********** and spoke to Charm on 11/01/2022 and she said she will submit the request but it won't be effective until February 10th 2023. There is no way to cancel the number immediately. Also, I cannot get a credit for unused services. I asked for a supervisor and she said they won't do anything for you either.

  

  Business Response

  Date: 11/16/2022

  We have worked with the customer and provided a solution they agreed to as a result. We believe this can be closed at this time.

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18345577
  
  I am rejecting this response because: Letter I received from Ring Central said my credit would be ******.  I only received a credit of 135.73.  Attached is screen shot of the email from Ring Central and my checking account showing the amount that was credited.  I want the ****** credit.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/27/2022

  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 had my office phone ported over to Ring Central a month ago, and it does not work. Currently, no one can even leave a message at my office which is highly unprofessional. You cannot reach anyone at tech support. You just end up on hold for hours and hours. There are tons of online complaints that say you cannot ever reach anyone. I need tech support to call me to fix the issue ASAP. Thank you.

• Initial Complaint

  Date:10/25/2022

  Type:Billing 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 added an MVP Phone license to my account for a new hire. However, now that the employee is no longer employed with us and I want to remove the extra license, I am unable to do so. Apparently, as per company policy, I am locked in for the license for the entire year regardless of whether I use or even need the license or not.The biggest issue is that no official "contract" was sent over that required me to sign. In fact, now I am told that there was a message window similar to the message one gets when installing software - which I didn't even notice while making the purchase. My issue is that this is unethical on the part of the company and in no way constitutes informed consent to enter into a year-long agreement. I want the vendor to stop charging my credit card monthly for a service I don't even use or need.

  

  Business Response

  Date: 11/16/2022

  We have a reaqsonable expectation that signed contracts be honored. We were able to work with the customer to come to a reasonable outcome here and believe this matter can be closed at this time.

• Initial Complaint

  Date:10/24/2022

  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 contacted ring because I purchased two ring doorbells and a solar panel to charger the back door ****. When I recieved the items the solar panel was not for a doorbell as stated. I sent it back. They have yet to refund me the full amount. Item was shipped back49.99

  

  Business Response

  Date: 10/26/2022

  Wrong company, believe this is for ring.com who sells video doorbell systems.

• Initial Complaint

  Date:10/23/2022

  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 is a complaint against Ring Central, a phone company, for its failure to honor my request of October 20, 2022 to cancel service and to release my phone number for transfer and portability to ******** ******* already has my account for mobile service. Multiple phones calls and email efforts have been met with delays and run-around. Agents asked that I agree to pay funds to Ring Central before action would be taken, even though there is a dispute over charges and even though I am willing to have the dispute resolved, but without Ring Central holding my phone number hostage. My disputes include Ring Central last week assessing an extra charge to my account without notice to me or my consent. (Email thread attached.)

  

  Business Response

  Date: 11/03/2022

  We have agreed upon an early termination fee and are actively working towards the customers goals. Not done yet but responding to update the BBB that it is being worked on and we are working directly with the customer still.

• Initial Complaint

  Date:10/21/2022

  Type:Order 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.

  This is the first bad review I've ever left for a company in my entire life. I hate leaving bad reviews as mistakes happen and most companies' intent is to resolve and move forward.We are a small business and our number of employees fluctuates quite a bit. All of them need to have phone service and we chose RingCentral, largely because our sales rep was very good and helpful.As we started to grow from 2 employees to around 40, we needed a good understanding of how we could repurpose inactive users to NOT get billed but still forward their phone calls to their leader as not to miss potential business. Customer support is terrible. There's no expectation of timeliness or response times. We'd go weeks without response and needed to follow up several times with our dedicated "account rep". He put into e-mail and verbally on recorded phone calls that the resolution we decided on would help us accomplish our goal of not being unnecessarily billed for inactive users and that we'd continue to get their calls forwarded. Several months later, we realized we were being billed for 80 users while we only had around 50 active employees and accounts. We were passed on to a different team who we thought was support but is actually more sales people. We asked to be escalated several times and to help refund the money from the bad information we received and to reduce our user count to the number of actual users on the platform but were thrown something called a limiting "elasticity clause" that only allows us to fluctuate up to 20% on our total users. This "help" took 3 full months of communication via e-mail and phone that still isn't resolved.Through all our discussion and troubleshooting while trying to run a small business, it was never once mentioned to us that our contract would be auto renewing for 2 years with ALL the users that we don't even actually have. Each addendum to the contract only references the 1st contract which isn't available anywhere. Terrible. Help!

  

  Business Response

  Date: 11/16/2022

  We were able to provide the signed contract to the customer for clarity. We then worked towards the goals of the customer and came to a moving forward agreement. We believe this can be closed at this time.

  Customer Answer

  Date: 11/16/2022

  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:10/20/2022

  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 chatted with ******* at 3:33PM PDT on 10/20/2022. He wasn't able to answer all our fax questions so I asked him to open a ticket so that I can further discuss with their subject matter expert. He initially said he would get us connected but suddenly started stating "What do you mean? I am already providing you the answers," "This is Technical Support and we are already providing you the answers," and didn't want to get us connected to your fax expert.We need your fax expert to answer the following questions.We need more information on the limitations of the inbound faxes. for example:1) can it handle 500 pages of "inbound" faxes (not outbound)?2) is ringcentral able to handle like **** faxes coming from **** different phone numbers all at the same time?As for #1, ******* initially stated it is 20MB but when i asked him for an article he found the link below and said it is actually 50MB. also the article says it is for outbound faxes and doesn't say anything about inbound. ******* feels it is both inbound and outbound but he already proved him wrong so i need the expert to confirm it in writing https://support.ringcentral.com/article/Fax-Supported-File-Attachments.html#:~:text=Ensure%20that%20the%20attachment%20does,does%20not%20exceed%2050%20MB when it comes to #2 he "felt" ringcentral can handle **** faxes coming from **** different phone number all at the same time. he just couldn't find any supporting material.We are a Home ************************* and we can't just take *******'s opinions. We receive our patient's information via fax. If there is an official article on the inbound fax limitation we'd like to see it. If there isn't one, I want your fax expert to directly answer our questions above.

  

  Business Response

  Date: 11/03/2022

  We worked directly with the customer and were able to provide answers as requested. Customer noted we can close the case now. Thank you!

  Customer Answer

  Date: 11/03/2022

  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:10/19/2022

  Type:Customer Service 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.

  Contacting Ring Central is pathetic. Today I was on hold sixty three minutes before I was able to talk to **** a rep in the cancelation department. I want to cancel one of the eight or nine lines I am paying for because the device is not connecting to the internet and causing internet issues at ****************. We can not be out phones or internet due to a faulty phone. I paid to have IT experts and Spectrum (my internet provider) come to **************** to find this phone causing a problem. I do not want it and would like to turn ext 208 off and not be charged for it. **** advised me that I would have to pay a early termination fee because of their faulty phone. I do not want to be held liable for it. I already paid for the IT guys and Spectrum to be out here, I do not think its fair to pay more.

  

  Business Response

  Date: 11/03/2022

  We worked with the customer to remove a line as requested. We believe this is resolved at this time, thank you!

  Customer Answer

  Date: 11/04/2022

  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,
  
  *********************************