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:01/19/2026

  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.

  Date of issue: January 19, 2026 Amount involved: $19.99/month (Premium Legacy). Loss of included 24/7 recording now requiring $3/month per device.Description of the problem I was a long-time Ring customer subscribed to Home Premium, which Ring converted to Premium Legacy on January 14, 2026. This plan included 24/7 continuous video recording for eligible cameras. REMOVEDOn January 19, 2026, I contacted Ring support to change my billing cycle from monthly to annual, without changing my service level.Both Ring chat support (Ring AI) and Rings website support documentation instructed that to change billing frequency, customers must cancel and resubscribe to remain on the same plan tier. Rings published instructions state this here:REMOVEDBecause this plan transition had occurred only days earlier, and Rings guidance stated the same tier would be maintained, I reasonably believed my Premium Legacy plan would still be available.During the chat, I asked clarifying questions about coverage and video retention. At no pointeither in chat or on Rings websitewas I warned that canceling would permanently terminate my Premium Legacy plan or remove 24/7 recording.After canceling per Rings instructions, I discovered Premium Legacy was no longer available, no equivalent plan existed, and 24/7 recording now requires a paid add-on per camera.I contacted Ring support multiple times. Chats were closed without providing a case number, and supervisors stated the plan could not be reinstated. No formal escalation or accommodation was offered.This was not a voluntary downgrade. I lost a paid security feature solely by following Rings guidance.Note - REMOVEDis the person on account. REMOVEDis handling this issue.

  Business Response

  Date: 01/29/2026

  Hello REMOVED,

  Thank you for bringing this to our attention. We understand the importance of ensuring you have active subscription protection when using your Ring devices. A member of the Ring Executive Customer Relations team has been attempting to connect with you to discuss your concerns further. At your earliest convenience, please respond back to their email outreach to coordinate a time we can further address your specific needs.

  
  Regards,
  The Ring Team

  Customer Answer

  Date: 01/30/2026

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

• Initial Complaint

  Date:01/14/2026

  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.

  I am not happy. Today at 12:35, I received an email that Ring was going to double the annual rate for professional monitoring on the alarm system equipment I purchased and installed in my home from REMOVEDto 1REMOVED, and have attempted to justify this by claiming now I have access to "AI" processing. I do NOT want to pay another $100 a year for that.Less than four hours later, without any notification on how to decline or opt-out, they charged my credit card $1REMOVED(and refunded a pro-rated $86 around an hour later, then adjusted to $83.34).What if the charge was $5000 to be able to have monitoring on the equipment I bought? A million? Why is this forced migration and extra charge ok???

  Business Response

  Date: 01/26/2026

  Hello Will,

  Thank you for bringing this to our attentionwe appreciate you taking the time to share your concerns with us. 
  
  On January 14, 2026, you were migrated to Ring AI Pro, which includes all the features of your previous Home Standard and Alarm Professional Monitoring add-on (plus access to additional features), at the same total price as before. Previously, the billing dates for your Home Standard plan and Alarm Professional Monitoring add-on did not align, resulting in monthly or annual renewals at different points. Going forward, you will only see one charge now that Professional Monitoring is included in Ring AI Pro. 
  
  Here's what this means for you:
  No interruption in service  you still have access to Alarm Professional Monitoring with no interruption in service
  Refunds processed  You received a refund for the unused portion of your Professional Monitoring add-on and a second complimentary refund to ensure your charges and refunds from January 14 match up
  Same great price  Your Ring AI Pro plan costs the same as your previous Home Standard plan and Alarm Professional Monitoring add-on combined
  Enhanced features  You keep everything you had before, plus new AI-powered event detection and improved search capabilities 
  Simpler billing  Instead of two separate charges with different billing cycles, you'll now see just one charge for Ring AI Pro, on the same date as your previous Ring Standard plan.
  If anything is still unclear or if you'd like to discuss your account further, our dedicated support team is available 24/7 via phone and chat at REMOVED;
  
  Thank you for being a valued Ring neighbor and for helping us make neighborhoods safer. 
  
  Regards,
  The Ring Team

  Customer Answer

  Date: 01/26/2026

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

• Initial Complaint

  Date:01/10/2026

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ring double billed me, and one of the charges was reversed by my bank. Now they have canceled my monitoring and charged me another $160+ without an email or anything. They can't tell me what I paid for or when if ever I will have monitoring back on my account.

  Business Response

  Date: 01/21/2026

  Hello REMOVED,

  Thank you for bringing this to our attention. A member of our Executive Customer Relations team has been trying to reach out to you. If you could respond to the last email they sent with that is attached to your Ring account, two dates and times you are available for them to contact you to assist you with your concerns. 

  Kind Regards, 

  The Ring Team

• Initial Complaint

  Date:01/09/2026

  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.

  On November 19, 2025 my credit card was charged $106.62 for Ring subscription. This charge was one my credit card twice for the same date and amount. I looked at my Ring account and I was charged for. Standard Subscription and a Premium subscription both at the rate of $106.62 on 11/19/2025. I was unable to navigate Rings chat and reached out to my credit card. On 11/20/2025, my credit card has a refund of $106.62 and my Ring account shows the standard subscription was fully refunded. 1/8/2026 my Ring stopped recording. Ring representatives via chat indicate my subscription was refunded and canceled. 1/9/2026 spoke to a representative on the phone who indicates I have been refunded. I explain that I was charged twice and refunded for one of the charges. REMOVEDsaid that is incorrect to look at my account. I proceed to send him a screen shot of my account and was told that the premium subscription paid in full was not billed at the correct amount and has been refunded, however my billing history only read refunded for the standard subscription. I have been charged twice, refunded once, and my subscription was removed.

• Initial Complaint

  Date:01/09/2026

  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.

  On May 1, 2025, I paid $199.99 for Rings Home Premium Monitoring subscription. Although my subscription shows as active for my address, my account has displayed No Professional Protection and Self-Monitored since the very first REMOVEDa result, I have had no professional monitoring coverage at any point since the subscription began on 5/1/2025, despite being fully charged for the service. My account remains in a contradictory state it simultaneously shows that I have an active Home Premium subscription while also stating that I do not have professional monitoring.I have contacted Ring customer support multiple times regarding this issue. Despite repeated attempts, no one has been able to resolve the problem or provide any explanation.I am requesting one of the following outcomes: Immediate correction of my account so that professional monitoring is fully activated as paid for,AND A credit for the full amount of time I have been without coverage, either as a refund for that period or by extending my current subscription accordingly.This issue has persisted for months without resolution and is unacceptable for a paid security service that is supposed to provide protection.

  Business Response

  Date: 01/21/2026

  Hello REMOVED, 

  Thank you for the information you have provided. I do see that you have been working with a member of or our Executive Customer Relations team to resolve your concerns. Please continue to work with them as they are the best equipped to assist you. 

  Kind Regards, 

  The Ring Team

• Initial Complaint

  Date:01/08/2026

  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 contacted Ring to have 2 of my camera troubleshooted. We did all the troubleshooting and at that time they said both of my camera needed replaced. I told them I would send them 1 at a time as I didnt want to be without them very long. I sent my first one in and they have had it for a week now and won't send my replacement yet. When I called customer service they cant tell me when the replacement will be sent. They said it could take 30 days. I told them I didnt have that time to waste as I have already sent it back. I told them it is a security camera for a reason and I need it for just that. I asked for a manager and I get hung up on each time and can not speak with a manager. Iam just wanting my replacement camera shipped to my brother in law address as amazon doesn't deliver to my address. They always leave it at the wrong place. Can you please help me get my replacement that I sent in along with the one I am willing to send I. I just dont want to send in until I have the replacement devices.

  Business Response

  Date: 01/21/2026

  Hello REMOVED, 

  Thank you for the information. I do see you have worked with a member of our Executive Customer Relations team here at REMOVED. If you have any further questions regarding this concern you can contact them by replying to the last email they sent you. 

  Kind Regards, 

  The Ring Team

• Initial Complaint

  Date:01/06/2026

  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 ordered 800$ in Ring cameras on 10/28/25. Of all of the cameras that I purchased they all worked with the exception of the doorbell camera. They sent us two replacements that were also defective that we returned. Ring sent us a label that we used to send both cameras back. Since, we still have not received the doorbell replacement. We have called twice to check the status and each time were told that they were creating the paperwork to send the replacement. Yesterday I spent 3 hours on the phone with them. It seems that either REMOVEDor Ring has misplaced the information lost the packages etc. I escalated to a manager REMOVEDwho told me that they had no record of the cameras being returned. One had been ordered for us but was on back ordered and out 3 additional weeks. At this point I demanded a refund. REMOVEDtold me that he couldn't issue a refund because the order was over 45 days. At this point I had been on the phone for 3 hours and refused to hang up until he escalated to his manager since the timeframe had nothing to do with my side. I held for another 30 minutes when I finally agreed to hang up as REMOVEDASSURED he would call me back after he got his manager to return his message for next steps. Today we received another email with a REMOVEDtag asking us to return the cameras. We don't have the cameras!!!!! At this point we dont want the camera. We have a elderly mother at home and needed this camera 2 months ago when we ordered it. I need this resolved ASAP with a refund on the doorbell camera.

  Business Response

  Date: 01/14/2026

  Hello REMOVED,

  Thank you for bringing this to our attention. We are committed to ensuring that you have a reliable security solution to help protect your home. Our records indicate you are currently working with a member of our Executive Customer Relations team to resolve your needs. Please continue to direct any questions through your assigned specialist at this time, as our teams are happy to assist.

  Regards,

  The Ring Team

  Customer Answer

  Date: 01/14/2026

   
  Complaint: 24364475
  
  I am rejecting this response because, I have not seen the action discussed by Ring yet at this time.  Once we see the refund, then I will happily be satisfied with the response.  To this point, I have been told a lot of things that have not been followed through.  I am not ready to close this out until I see the action from Ring.
  
  Sincerely,
  
  REMOVEDBridge

  Business Response

  Date: 01/27/2026

  Hello REMOVED, 

  Thank you for the information. I do see a member of the Executive Customer Relations team was working for and has addressed your concerns. If you need any further assistance related to this concern, you can reply to the last email sent, and they will get back with you. 

  Kind Regards, 

  The Ring Team

  Customer Answer

  Date: 01/27/2026

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

• Initial Complaint

  Date:01/05/2026

  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 received some outside camera cameras. It came with a wire kit so what I did since I didnt have it I returned it and Ire-ordered it again. They sent me my refund back for $240.90 and they still owe me for the wire kit which I never received so I calledon October 8. I called on October 14. I called on December 1 and they all kept saying they gonna refund me of my money that they owe me one person said itwas 119+ taxes then the other one said its 110 .48 and it been over a month from December all the other dates they keep saying theyre gonna refund my . money and they never did so Im tired of calling them because it seemed like theyre not gonna refund the money that they owe me the amount for the whole orders was $417.02. I told them I kept the extender which was 59. 99 what they minus that so Ive been waiting and waiting and waiting no response from them. thank you, REMOVED

  Business Response

  Date: 01/14/2026

  Hello REMOVED,

  Thank you for bringing this to our attention. We certainly understand the importance of receiving your complete refund in a timely manner, and our records indicate you've been working with one of our Ring Executive Customer Relations specialists who are assisting with your needs. Please continue to direct any additional questions to your specialist during this time, as our support teams are happy to assist.

  Regards,

  The Ring Team

• Initial Complaint

  Date:01/05/2026

  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.

  I have already filed a complaint against Ring with the BBB, but it was directed to the wrong Ring. See the email I received from Ring Central.

  Business Response

  Date: 01/06/2026

  Hello REMOVED,

  Thank you for bringing this to our attention. Our records indicate that you have been working with a member of our Executive Customer Relations team since late December regarding your concerns about the Ring recording feature, available with a Ring Home Plan subscription. Please refer to the email with our team dated January 2, 2026 for the information we've provided to address your specific needs. For any additional questions regarding your account, please refer to the dedicated email thread with the Executive Customer Relations team while your inquiry is in an open status. Or you can contact our dedicated 24/7 support team via phone or chat here: REMOVED

  Regards,

  The Ring Team

  Customer Answer

  Date: 01/06/2026

   
  Complaint: 24357072
  
  I am rejecting this response because :I cannot self-monitor without some video access. 
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 01/14/2026

  Hello REMOVED,

  In order to have video recording capabilities on your Ring devices, you will need a Ring Home Plan subscription. This will allow you to not only continue accessing your devices in real time, but review previously recorded events on demand. Please review the link provided to determine which plan would best suit your needs, and you can subscribe directly through the website: REMOVED

  Regards,

  The Ring Team

  Customer Answer

  Date: 01/14/2026

   
  Complaint: 24357072
  
  I am rejecting this response because: I would not be self-monitoring if I had to pay a fee for Ring to monitor my cameras.  Also, I bought from Ring an outdoor camera, after assurance from Ring that it would be compatible with my Ring Alarm system, that is now useless.    
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:01/05/2026

  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 a ring camera, wasnt working right spoke with them we went through everything to get it to work and it still wouldnt work, they sent me a replacement I purchased a white camera and they sent me a black camera which I did not ask for, why would I asked for a black camera which everybody can see if I had purchased a white camera defeats the whole purpose of hiding the camera.. I havent heard from them since when I complained about them sending me a black camera.. and their customer service is by far the worst I have ever dealt with any company needs to be improved

  Business Response

  Date: 01/06/2026

  Hello REMOVED,

  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 Customer Relations team reach out to assist you further. 
  
  Regards, 
  The Ring Team

  Customer Answer

  Date: 01/06/2026

   
  Complaint: 24340678
  
  I am ONLY rejecting this response because: last REMOVEDI actually spoke to you over 2 weeks ago said they were going to call me back to help me and they never did, so therefore I DO NOT Believe someone from their REMOVEDwill ever actually call me, if they do it be a miracle!! Like I said thats the only reason Im rejecting their response and like I said in my complaint they have the worst customer service I have ever dealt with.. again because of these 2 reasons I dont believe in their response to my complaint..
  
  Ill believe it when and if they ever call me..
  Sincerely,
  
  REMOVED

  Business Response

  Date: 01/21/2026

  Hello REMOVED, 

  Thank you for the information. I do see that you have been actively working with a member of our Executive Customer Relations team. Please continue to work with them as they assist you with your concerns. 

  Kind Regards, 

  The Ring Team 

  Customer Answer

  Date: 01/21/2026

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