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:03/17/2023

  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.

  Issues started 11.24.22 - Had a white Ring Floodlight battery - noticed it wasn't working - replaced the batteries - still not working - called Ring customer service - after several attempts ******* said it was dead and send it back which I did and Ring received it 12.2.22. I have placed 5 phone calls which lasted at least 45 min each - been told 3 times that the item was re-ordered and would arrive within 5 bus days. It is over 3 months later and I am still waiting on my replacement. I am sick of being lied to and strung along by Ring - get back on the customer service train and send an upgrade if you don't have the exact item. At this point I will be telling people not to purchase Ring products since they are unreliable and the company doesn't stand behind them and to choose ADT or another company for security needs. This is customer service at its worst. I find it so hard to believe that you are owned by Amazon - they know customer service.

  Business Response

  Date: 03/20/2023

  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:03/16/2023

  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.

  I received the following email:Beginning March 29, 2023, Ring doorbells and cameras will require a Ring Protect Plan subscription to access the Home and Away Modes feature. Learn more about Modes.This change does not affect you so long as you have an active Ring Protect Plan subscription. As a current subscriber, you will continue to have access to this feature and do not need to take action.If you cancel your Ring Protect subscription, you will no longer have access to this feature. Click here to read more about the changes to Ring in-app features.With this update, there are no changes to your Ring Protect Plan subscription. Pricing remains the same, and you can still use other features like Live View, Two-Way Talk, Motion Detection and Alerts.They are cancelling services on a product I initially purchased because of said services. This is why I bought and installed the product. Now the service changes? I can uninstall the product and have what I had before at a cost to me. This isn't right.

  Business Response

  Date: 03/20/2023

  Hello ******, 

  Thank you for bringing this matter to our attention. Here at Ring, we strive to keep our users informed of any impactful updates to our products and services. Please note that the email you've received from Ring and pasted into the body of this escalation is an informational communication outlining that you are not affected by this change as long as you continue to use the Ring Protect subscription on your Ring account. 

  Regards,

  The Ring Team

• Initial Complaint

  Date:03/16/2023

  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 have 2 chimes and a ring doorbell which was purchased in November 2021. At the end of january 2023 I contacted ring and followed all troubleshooting advice as my 2 chimes would only intermittently work with my doorbell. Sometimes it would ring and I would hear the chime in the house and other times I wouldnt. It began to get progressively worse so I followed their advice and even resetted all devices. They confirmed there is no issue with the hardware and apparently has something to do with the software (** gateway is blocked was their response). Apparently they have never encountered this issue before and passed it on to a technical team and told to wait. Iv emailed every week since and its now nearly 2 months later. They keep telling me its with the developers who are still working on it, however theres no time frame and they cannot prove to me that they are working on a fix. ** asked to speak to management and they said they only have 1 team leader. Iv asked for replacement devices as it is in warantee however they said it wont fix anything as its got something to do with the ** gateway. Iv even asked their social media for help and same response. Iv kept the full email thread as I find their service and lack of urgency is making me mentally ill.

  Business Response

  Date: 03/16/2023

  Hello *****,

  Thank you for bringing this matter to our attention. I understand how important it is to ensure that your Ring of Security is working optimally to suit your needs. I will have a member of our Executive Resolutions team reach out to offer some assistance. 

  Regards, 

  The Ring Team

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19602991
  
  I am rejecting this response because: you continue to say this and have left me in the lurch for weeks. You dont care about your customers and you simply lie.
  
  Sincerely,
  
  Gurbz ******

  Business Response

  Date: 03/29/2023

  Hello *****, 

  Our team emailed you on 22/3/23 to notify you that the issue you've experience should be resolved. Please attempt to use the Ring Chimes and give us a call back if you have any further concerns with this.

  Regards,

  The Ring Team

• Initial Complaint

  Date:03/15/2023

  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.

  $200 -Ring Video Connect Subscription Ring Video Doorbell Pro-$129.99 12/13/21 Ring Chime Pro- $64.64 Date-01/30/23 Ring Floodlight Cam- $249.00 06/14/20 Ring Floodlight Cam Wired Pro- $249.00 08/20/21 I have constant issues with my camera system not picking up people leaving and coming to my home. Issues with videos that wont play and now after enrolling the two cameras in the front of my home in end to end video encryption I cannot even watch the recordings which all of these issues leave my home unsecured and at risk. I have tried resolving these issues with technical support and these issues have been added to my account. I no longer want this system on my home as I do not trust it. I have spent around $1,000 just on the equipment and then wasted more installing and ensuring my internet was not the issue even upgrading my internet. None of these things have worked and I will not keep a useless camera system on my home. I am hoping I can get reimbursed and purchase a different system without all of these issues.

  Business Response

  Date: 03/16/2023

  Hello ****, 

  Thank you for bringing this matter to our attention. I absolutely understand the importance of ensuring that your Ring of Security is working optimally to support your needs. While the option of refund may not be available, I will have a member of our Executive Resolutions team reach out to assist with your Ring devices. 

  Regards, 

  The Ring Team

  Customer Answer

  Date: 03/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I will be looking forward to resolving this issue with a member of the executive team.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:03/14/2023

  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.

  Ive had Ring since 2021 and its been a disappointing ride. Having to replace cameras , dealing with the non user friendly customer support, not being able to sleep at night because the camera goes off constantly, to not recoding a theft of a package or a visitor entering your home. I can go on and on its made me feel like I was crazy (Mentally). When enough was enough I called customer support, Well support sent a verification link to my email and instructed me to clime the link. Clicking the link then sends another verification code to my phone, I let the rep know several times I was not receiving the code in my messages on my phone and informed him the number I am seeing it being sent to is not my number. REP stated the number on file is my number ending in ****. I confirmed the number and again told him the number YOUR COMPANY IS SENDING MY CODE TO IS NOT MY NUMBER. *** STATED he cannot access my account without me having the code . This is ridiculous you can take my money but cant provide me with a reliable. working service.

  Business Response

  Date: 03/15/2023

  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. While we are unable to provide you with a refund for your Ring devices, I will have a member of our Executive Resolutions team reach out to assist you further with your device performance. 
  
  Regards, 
  The Ring Team

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19597038
  
  I am rejecting this response because: I am not seeking a refund for the devices, I would like my money back from the subscription service that I am not able to cancel at the very least. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/29/2023

  Hello ******, 

  Thank you for providing additional information regarding your inquiry. In order to review your account information and discuss available solutions, we will need to securely authorize your Ring account. Please respond to the email thread with our Executive Resolutions team in order to arrange a callback for further assistance.

  Regards, 

  The Ring Team

• Initial Complaint

  Date:03/14/2023

  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 have a ring doorbell 3. I complained twice while it was in warranty about the battery dying in cold weather in a matter of hours even though it was hard wired and was told we installed it incorrectly and they wouldnt do anything about it. I had an electrical engineer look at it and say it was in fact installed correctly. I called Ring back and was told its not suited for weather under 32 degrees and to bring it in, charge it, and leave it inside til its above that temperature. Which makes it in useable 6 months out of the year. I asked for a replacement of a wired one and was told no its out of warranty now. I also subscribe to their service and the warranty is supposed to be extended under that. Well because one Month they couldnt bill my card due to a fraud issue it voided the warranty on all my devices Im told. This is not acceptable to me. Im asking that they replace the device I bought with a wired one that will work in the climate I live in since it says no where in the literature anywhere or on their site it wont work if its below 32 degrees. I literally have had this doorbell working 5 days in three months and Im still paying for the service !!!

  Business Response

  Date: 03/15/2023

  Hello ******, 

  Thank you for bringing this matter to our attention. Cold and frigid temperatures may impact the performance of the Ring doorbells and security cameras and we provide information to our neighbors about this here: *************************************************************************-Cold-Weather-and-Battery-Powered-Ring-Doorbells. I will have a member of our Executive Resolutions team reach out to discuss your Ring account with you further. 

  Regards,

  The Ring Team

• Initial Complaint

  Date:03/11/2023

  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 set up our flood light Ring camera Pro last month, this came with one security flood light camera and one other camera. The "smaller" camera that we installed in the back has never worked for more than a day, the battery goes dead after one day, regardless of an overnight charge like the agent advised. We have still gotten nowhere with that. Then I purchased the protect plan after realizing that we couldn't play back unless we had a subscription. Well that protect plan subscription registered to the non working camera, surely Ring knows that that camera is not currently online since the agent I previously spoke with was able to see that, so I called and spent an hour on the phone for that agent to tell me that it can't be transferred due to the floodlight camera was not showing me as the owner, it was attached to my husband's email. How that happened is a whole other issue and only happened due to the incompetence by the agent that we spoke to to assist us when our camera suddenly deactivated for no rhyme or reason. After an hour on the phone I got the run around and still was unable to get the subscription that I paid for transferred from one of my devices to the other, that call was pointless. After doing everything she instructed me to do the following day which consisted of deleting the device and going through the set up again and transferring ownership back to me, I contacted Ring, this time through chat, explained the entire situation over again which I shouldn't of had to do, I would expect a company of this magnitude to take notes especially since my issue was not resolved with the previous agent, I get a completely different story. Even though both devices have me as the owner, I was still told that I can NOT transfer the subscription to the working camera unless I remove the other device entirely. I AM EXTREMELY SHOCKED at the mere incompetence of these agents. I am still with a camera that has never worked, and a subscription that I can't use.

  Business Response

  Date: 03/14/2023

  Hello ******,

  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. I will have a member of our Executive Resolutions team reach out to assist you further. 

  Regards, 
  The Ring Team

• Initial Complaint

  Date:03/10/2023

  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.

  Sept 2016-Upgraded alarm system with ADT and also had ADT provide and install the RING doorbell with included monitoring services for 30 days. After thirty days we were required to contact RING direct to establish annual payment arrangements to continue services....this was done Oct 2016 for annual payments using our DISCOVER charge card.Never had any problems with system working until Dec 2019 when we noticed the camera was not working and there was no monitoring info available.30 Dec 2019, RING was contacted and we explained our problem. We were asked for the password and explained we were unable to locate a password listed in any of our documents. The person we spoke with said he would send us an email with instructions on how to create a password. This was done at least 4-5 times, but the email would not allow us to do what was required to make changes. ERROR message in RED stated INVALID RESET PASSWORD Totally frustrated after an hour we hung up and just never called back.Since that time we have a RING doorbell that does nothing, no longer is operational and we are still being charged yearly for services we don't receive.All we want is to be able to cancel the annual charge on our DISCOVER but without an account number to can't get through using ************************** or calling ************ and you can't even speak with a human being. Sent letter to their address Feb 2023 and it was returned..the yellow sticky from **** read: RETURN TO SENDER, NO MAIL RECEPTACLE, UNABLE TO FORWARD.

  Business Response

  Date: 03/13/2023

  Hello ******, 

  Thank you for bringing this matter to our attention. I will have a member of our Executive Resolutions team reach out to assist you with closing down your Ring account. 

  Regards, 

  The Ring Team

  Customer Answer

  Date: 03/22/2023

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

• Initial Complaint

  Date:03/09/2023

  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.

  I contacted Ring customer support on January 14, 2023 concerning an outdoor spotlight camera that was showing everything in red. The camera was about 2 years old and we paid over $200 for it. After a lot of research this condition appeared to be fairly common with this model. We went through many different procedures with a technician to try and resolve the problem over the phone. However, the Ring representative finally confirmed that an equal or better replacement device for our Spotlight Cam would be ordered and the request will be processed and shipped as soon as possible. This was followed up with an e-mail and *** shipping label for the defective device. Request ID: ****************** 2 weeks waiting I called customer support for a status update. I was told the replacement was shipped to the wrong address and a new shipment would be sent. I waited 2 more weeks and called Ring again. I was told the device was backordered and would ship soon. B.S. I called again yesterday March 8, 2023 and was again told the device is backordered and a ship date is unknown. **************** person advised she would e-mail me when the device ships.This ordeal is now approaching 2 months and I am frustrated and angry about this poor customer service and lack of corporate accountability. This process is absolutely incredulous and I am certain these devices cannot be on backorder this long. For some reason I have been getting the proverbial run a round.For these reasons and for security I ordered a new camera for $170.I'll bet if this story went public a lot of folks would think twice about buying Ring. Either send the replacement right now or refund me $170. Thanks.

  Business Response

  Date: 03/09/2023

  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: 03/09/2023

   
  Complaint: 19561192
  
  I am rejecting this response because: I will wait and see what their team does. This response is no resolution.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 03/29/2023

  Resolved and Thanks.

• Initial Complaint

  Date:03/08/2023

  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.

  Hi,On August 25, 2022, I renewed the Ring Yearly Plan for an amount of $30USD.On January 5, 2023, I initiated a warranty claim about a cracked button on my Ring doorbell device. The claim was accepted and a few days later I received the replacement Ring bell. In order to activate it, I called the ** where I was told that my old Ring device will be deactivated immediately, and my replacement bell will take over in my account. The representative told me that my yearly subscription will be transferred to the replacement device.Yesterday, March 7, 2023, I noticed that my Ring application will not let me access the video playback. The message was saying that my trial period is finished and that I need to pay $39.99 for my yearly subscription.When I contacted Ring **, the representative offered me the explanation that there is nothing to do about my previous yearly subscription because it was cancelled. To continue to use Ring services, I need to pay again for a new early subscription at the cost of $39.99USD. Also, he mentioned that the plan for $30.00 is a grandfather plan that is no more available.I am not agreeing with the manner that Ring canceled the service without my consent ang is forcing me to switch to a more expensive plan. It looks like a scam to me.

  Business Response

  Date: 03/09/2023

  Hello **********, 

  Thank you for bringing this matter to our attention. The Ring Protect recording subscription is a great way to capture activity at your front door that you can review at a later time. We do not offer a grandfathered subscription, however, I will have a member of our Executive Resolutions team reach out to review your account with you.

  Regards, 

  The Ring Team

  Customer Answer

  Date: 03/09/2023

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