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:04/13/2023

  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 have thousands of dollars into Ring Always Home Devices. The company knows the Apple Phone App no longer works and makes the product useless. Its been over a month and not only do I know my security system isnt working but its common knowledge to the entire world.

  Business Response

  Date: 04/14/2023

  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 with your Ring app. 
  
  Regards, 
  The Ring Team

• Initial Complaint

  Date:04/12/2023

  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.

  When ring rolled out "Virtual Security Guard" I was advised by a ring representative, because I was a "first **** protection plan subscriber, virtual security already comes integrated within such plan & no additional subscriptions was necessary. Virtual Security trials ended back on January 31st 2023 per an email received from ring (see attached). After such day, I have not been receiving any type of Virtual security Guard greetings when I come home, when the operators were validating I was the home owner coming into the yard. This was previously being executed during the free trial period.Upon checking my ring.com account, it was further validated on my account I in fact was NOT subscribed as the site is asking me to subscribe to the services; see attached screen shots with bottom right side of page circled in red.

  Business Response

  Date: 04/13/2023

  Hello *****, 

  Thank you for bringing this matter to our attention. The Ring Virtual ********************** is a great feature that we are proud to offer our neighbors with real time monitoring built in. In order to benefit from this service, you will need to have a Ring Alarm with professional monitoring enabled, one of the compatible Ring cameras and a Ring Protect Pro or Plus (1st **** plan. If your account meets those criteria, you can add the Virtual ********************** for an additional monthly fee. This can be viewed and added by logging into your Ring account under the Protect Plan page. If you were not advised correctly about this service, I will ensure that I review this and address this matter internally to ensure our neighbors have all the correct information needed to make an educated decision for your home security. 

  Regards,

  The Ring Team

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19929234
  
  I am rejecting this response because: i have been advised by ring representatives every-time

  i have called into customer service, that virtual security is included with the plan I currently subscribed to. I called about this yesterday, & they (ring representative) re-affirmed it is included on the plan im currently on ? 

  Sincerely,
  
  *****************************

  Business Response

  Date: 05/15/2023

  Hello *****,

  Thank you for providing an update on the matter. As mentioned, we will ensure that we take the appropriate steps internally to review your interactions with our team and work towards any adjustments needed. The Virtual Security Guard feature is a great addition to a Ring Protect Plus or Pro subscription, adding real time monitoring for your home. However, it is a separate service with additional fees. If you are interested in adding this service, you can do so through your Ring account on the ********************** website. 

  Regards,

  The Ring Team

• Initial Complaint

  Date:04/12/2023

  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.

  On December 2, 2019 I purchased two Ring SpotlightHD Security Cameras w ***** Battery and Ring Assist+ (2 year extended manufacturer warranty extemds manufacturer warranty from 1 year to 3 years). On Nov. 27th, 2022 prior to the three years being up, I renewed my coverage with Ring by subscribing to their ************ and paying a subscription service fee of $107 for a year. On April11, 2023 I contacted Ring to replace two batteries that are failing in my Spotlight camera and was told by supervisor ********* that my warranty was expired and that the *** Ring Assist + was in fact never a manufacturers warranty and therefore the voids the eligibility of the Plus subscription I paid for on November 27, 2022 for my Ring devices even though on April 4th, just one week prior their Supervisor named ****** in fact verified that my warranty was in fact in effect and that I was covered. On April 4, 2023 ****** sent me a battery for my Ring doorbell under the exact same warranty.After being told that I was not covered yesterday by *********, and today again when I called by Supervisor ********, I contacted *** again and was informed by a supervisor there that the Ring Assist+ I was sold was indeed a Ring manufacturer extended warranty and in fact my camera should still be covered if I purchased the Plus before the three years was up, which I did.I offered to send Ring all the documentation which I have but they refused to discuss it as they were adamant that Ring Assist + is not an extended manufacturer warranty. That said, my sales paperwork states that it is and Ring needs to honor this as *** is an AUTHORIZED RING DEALER and I am well within the time period for coverage and can provide all the documentation.I want them to replace both of the failing batteries in my camera AND update my account information to ensure that I dont have this issue in the future and that it reflects my continued warranty coverage status.

  Business Response

  Date: 04/14/2023

  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: 04/14/2023

   
  Complaint: 19929003
  
  I am rejecting this response because so far all Ring has done is ask question regarding the situation without offering a solution. I have provided them with documentation to prove that in fact my Ring Spotlight camera was purchased from HSN and was sold to me with Ring Assist + with and extended warranty bringing the total manufacturer's warranty to 3 years. Meaning that at the time I subscribed to Ring Plus (November 27, 2022, my warranty was and had always been in effect on the Spotlight camera.) ****, on Ring's Executive Resolution team listened but offered absolutely no solution even though I gave him copies of the actual purchase invoices that HSN sent me.

  At this point I am considering going to the ******* Attorney General to file a complaint against Ring for Unfair and Deceptive Business Practices. In the meantime, on April 12th, I contacted HSN directly and they indicated to me that they would try to contact the management team at Ring to discuss and work through this issue as the too are under the impression that my Spotlight camera should have had a continuous manufacturer's warranty for three years.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/02/2023

  Hello *****, 

  Thank you for providing an update to the matter. The Executive Resolutions specialist who was assigned to address your needs has offered a solution to your concerns about the extended warranty. We have ensured that our support team is aware that the Ring Spotlight Cam in question is in warranty for as long as the Ring Protect Plus subscription status is maintained. 

  Regards,

  The Ring Team

  Customer Answer

  Date: 05/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unacceptable to me. They in fact told me that the warranty was not valid. Only after repeated attempts to get them to honor the warranty on my part did they finally agree with me that they were in error and then they agreed that they had been wrong all along. Even at that, then never sent the battery nor did they ever apologize to me. When I complained then the sent a battery under the warranty but to this day they have never apologized for all the aggravation they caused me. I believe Ring to be engaging in unfair and deceptive business practices and have told them as much and have told them that I will complain to the ******* State Attorney General's Office. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/06/2023

  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.

  Ring inc camera service charges me 100 a ring. Year they didnt tell us we had to register with city. We someone came to my house suspicious they called the police and the police charged me for not being register with ring for the city $75. Last year a lady magically appeared on our porch, stole Amazon package and ring only saw her on the porch. Didnt see her coming for 20 feet in any direction. Two days ago someone rang my doorbell at 1:40 am and it took forever to load and the same for today. A door dash driving came to my door and the video never loaded. Im paying $100 a year for the worst service.

  Business Response

  Date: 04/07/2023

  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:04/03/2023

  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 camera that I took delivery earlier this year. It was subsequently found to be defective RING agreed to send a replacement early March and we have exchanged a number of emails to that effect. DPD their courier of choice has twice sent the replacement item back to RING. I complained to RING and they agreed to send yet another replacement for my faulty RING camera. I am still waiting despite all my emails and telephone complaints. I have also paid for cloud storage for this item for 12 months. RING are in breach of the warranty in not providing me with a suitable replacement.

  Business Response

  Date: 04/03/2023

  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:03/31/2023

  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 03/10/2023 I cancelled my Ring Protect Subscription and received a email that I am owed a refund in the amount of $58.35 which was going to be sent back to the card on file as I initially signed up.I immediately discovered that the card on file is a bank account I no longer have and was closed, so I promptly called Ring.com and told them about it. The representative ********************* advised me to change my card on file on my ring.com profile and somebody from ring.com would be giving me a call within ***** hours to verify that I initiated the card change to which the refund would be sent to.Today is 3/31/2023 and I have yet to see the refund in the account!I spoke to a **** and ***** today and they have both told me that ring.com is unable to send the money to the correct bank account and that I was given false information by ********************* ( I was also informed that ****** has since been reprimanded since then) I was told that I need to call my old Bank and that I need to figure it out with my old bank!Common sense tells me that when money is sent to a CLOSED account that the bank will reject it and will send it back to the issuer and that the Issuer will then be able to send me my money to my correct bank account!I would like ring.com to refund me the amount of $58.35 to my correct bank account which they have on file

  Business Response

  Date: 04/02/2023

  Hello *****,

  Thank you for bringing this matter to our attention. A member of our Executive Resolutions team is already in the process of reaching out to assist you in working towards a resolution.

  Regards,

  The Ring Team

  Customer Answer

  Date: 04/05/2023

   
  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.
  

  ****** called me and gave me the reference number to retrieve the refund from our old bank. 
  We are currently working with the bank to have the money sent to us 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/30/2023

  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.

  Ring is refusing to give me my refund. The service that was paid for was NOT PROVIDED. I paid for videoes to be recorded, which they are not. I requested a refund check mailed to me for $39.99 which is exactly what I paid and RING IS REFUSING. Please help me get my money back for services NOT provided I spoke with *****, ************************** in the **** Other calls to Ring, I spoke with ******, *******, kemar. Please have them send check to address provided below. Thank you!*************************** ********************************************************************

  Business Response

  Date: 04/02/2023

  Hello ********, 

  Thank you for bringing this matter to our attention. I understand the importance of receiving your refund in a timely manner. Your refund was processed to your original payment method at the time of your Ring Protect cancellation request. Once the funds have left Ring, any issues with receiving the refund lies with your financial institution. If you contact our support team at ***************, you can request an ARN number to give to your financial institution in order to track the refund. Feel free to give us a call as we are happy to assist.

  Regards, 

  The Ring Team

• Initial Complaint

  Date:03/30/2023

  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 am a professional monitoring customer of **********************. I recently had a smoke alarm go off and they contacted my contacts using a name other than mine and so my contacts thought it was spam and did not take appropriate action. I tried to raise the issue with Ring but there is no one there that understands or speaks proper English and none that I can understand with my hearing disability. They dismissed my concern and gaslit me. I asked for someone in ******* to contact me from the executive office/escalations but they refused. When I notified them that they had to they said someone would contact me. I received two missed calls in a row today from ******, *********************, and shortly after an email from ring saying they've tried to reach me "multiple" times to no avail. Ring has put me in a dangerous and sensitive situation and refuses to address/rectify. I cannot trust RIng anymore and need a refund for all devices i have purchased so that I can purchase a new system with a company i can trust and rely on. Unless the produce someone from ******* that speaks clear english that i can understand since I am not able to do business with them via email/chat or any other ADA ********* means.

  Business Response

  Date: 04/02/2023

  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: 04/10/2023

   
  Complaint: 19874853
  
  I am rejecting this response because: I was contacted by a sassy employee that was condescending and sarcastic. I have no confidence anything was resolved on their end. They didnt even offer me future courtesies on the Ring Protect plan that I pay for despite them failing to protect me.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/26/2023

  Hello ******, 

  Thank you for providing an update on the matter. Our Executive Resolutions team reached out to inform you that the emergency contact that was selected when you set up the alarm system was for a member of your family. Per your request, we made the appropriate updates to ensure that you are the primary contact on the account for any future monitoring calls. 

  Regards, 

  The Ring Team

• Initial Complaint

  Date:03/28/2023

  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 11/10/22 I called Ring to start the exchange process for a doorbell and a camera. I was told I would receive a refund for the price difference for the doorbell and the camera. I was provided with a return label for my doorbell and was told to send it back when I received the new one. I received the new doorbell and sent back the one I had. I called Ring on 12/5/22 to check on the status of my refund for the doorbell and on the status of the camera that I wanted to exchange. I was told it would take 21 business days to get my refund for the camera and the person told me they had ordered the same exact camera that I was trying to exchange and that it was backordered 6-8 weeks. I explained that I did not want the same camera I wanted to exchange for a different one and asked her to cancel that order and place the correct one, she told me she couldn't do that because it was already in the system and I just needed to wait to receive it, then send it back and then call and place the exchange for the correct one. I gave Ring more than enough time to get my refund to me and called them on 2/24/23 the women told me she would process it then and there and it would take **** business days. She also said she didn't understand why I was told the order for the incorrect camera couldn't be cancelled and placed the order for the correct one, sent me a return label, and told me I would get a refund. I received the camera and returned the one I had. After **** business days I still did not see a refund for the doorbell. I called Ring on 3/22/23 to ask about my refund and the women told me she saw the note but had to speak with billing I was on the call for 45 minutes and still no help. It is now 3/28/23 and I don't have my refund for the doorbell or for the camera. It has been close to 5 months since I started this process and have taken up hours of my time. I would like someone to call me and provide me with my refunds and compensation for the time I've wasted.

  Business Response

  Date: 03/29/2023

  Hello *******, 

  Thank you for bringing this matter to our attention. I understand the importance of ensuring that you've invested in the best products to suit your home security needs. I can see that you've already received a partial refund in the form of a Ring Protect credit being applied towards your recording services monthly. I will have a member of our Executive Resolutions team reach out to assist with the remaining credits.

  Regards, 

  The Ring Team

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19863244
  
  I am rejecting this response because: Hello. I didnt ask for the credit to be added to my account the person I spoke with just told me she added it to my account but in no way was that meant to be in place of the refund for both the doorbell and the camera. I look forward to hearing from someone. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/25/2023

  Hello *******

  Thank you for providing an update on the matter. I see that you confirmed via email on 4/7/23 that you've received the refund back to your payment method. 

  Regards,

  The Ring Team

• Initial Complaint

  Date:03/25/2023

  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 22, 2022 I purchased a Ring Floodlight Cam Pro Wired. This device went offline on March 8, 2023 and could not be reset after several attempts. I contacted Ring Support on March 12, 2023 and was told a replacement would be sent. On March 17, 2023 I called again and was told the replacements were out of stock and would be sent asap. Finally on March 25 I contacted Ring support for the third time and was told that the replacements still werent available and no ETA could be provided.I have four Ring cameras and have been a pro subscriber for years. These delays are unacceptable and I either want a new device shipped immediately (they are in stock online) or a refund of my purchase price.

  Business Response

  Date: 03/28/2023

  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: 04/01/2023

   
  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,
  
  ***********************