Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/27/2023

  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.

  Established Ring Account in / around June 14, 2021 and have not lapsed in Ring Protect Subscription. Furthermore, Ring Account confirms eligible for Protect Plus (1st **** such benefits specifically to nature of complaint Extended warranty coverage applies to eligible Ring devices, provided you subscribe to Ring Protect Plus during the original warranty period, until you discontinue your subscription. However, I have contacted Ring with technical issues with device ********************** Doorbell not being able to transmit voice or hear sound transmission in its entirety wither Live view / Recording. Ring Support, insisted I check firmware is updated and device is online. Most recent conversation with Ring Support, February 2023 and unsuccessful support assistance provided to resolve issue with device. More so, ********************** Support diverts from offering to abide to Extended Warranty Protection although monthly Protect Plus (1st **** subscription charged monthly. Desired Resolution: Ring will abide by Extend Warranty, replacement of device. Wherefore, customer feels ********************** should upgrade device for the time spent trying to get resolution it is more important device is merely replaced.

  Business Response

  Date: 03/02/2023

  Hello *****, 

  Thank you for bringing this matter to our attention. We want to ensure that you can get the most out of your experience with Ring. I will have a member of our Executive Resolutions team reach out to review any device concerns. 

  Regards, 

  The Ring Team

  Customer Answer

  Date: 03/02/2023

   
  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:02/27/2023

  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.

  I purchased a Ring Pro2 doorbell/camera from *************************.After looking at the Ring advertising online and on the box I liked the Smart Responses on this model also watched the video on smart responses. So I bought the Ring Doorbell Pro2. Only to discover I could not activate smart responses? I contacted Ring support ****** for assistance after 2 phone calls and 2 hours on the phone I was told that feature is only available in *******? Which was not stated in their advertising, on their box, manual or their online videos. I would call this misleading advertising.Thank you *************************

  Business Response

  Date: 03/02/2023

  Hello *****, 

  Thank you for the feedback that you've provided about the functionality and compatibility of the Alexa ********* with select Ring devices. We are always striving to improve the features and functionality that we provide our neighbors to align with our mission of making neighborhoods safer. Your feedback as a daily user is an important part of that process. I will be sure to provide your feedback to the appropriate team(s) to review any areas in which we can improve the messaging about Alexa ********* with Ring. Thank you for being a valued neighbor in the Ring community.

  Regards, 

  The Ring Team

  Customer Answer

  Date: 03/02/2023

   
  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.  Ring did not answer the misleading advertising as to the factuality only a PR answer. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/25/2023

  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 stick up security camera that will not connect to my WIFI. I called customer support for help on 2/24/2023. The technical details of the troubleshooting process are long. Ring can find details by reviewing notes taken by technical support or listening to recorded phone call. A brief summary of technical support is as follows: After going through troubleshooting with first and second level support I was told that my internet provider is blocking ports that the camera needs to work. I have a ring doorbell camera that works and cameras by two other manufactures that work. I have ******************************** my home that all work. I was told that my stick up camera uses different ports than doorbell camera. When I asked them to tell which ports the stick camera uses that the doorbell does not; technical support would not answer this question. I was told to just check all ports. Ports list is long and complicated. I could connect the stick up camera to internet by connecting to my iphone hotspot. This is the same internet source used by my WIFI. Both are ******* hotspots. If internet provider is blocking ports I am supposed to believe that they block on one hotspot and not the other? See picture of camera S/N attached.

  Business Response

  Date: 02/27/2023

  Hello ****, 

  Thank you for bringing this matter to our attention to providing a summary of your troubleshooting. If your Ring Stick Up Cam will connect to a hotspot, but not the home Wi-Fi connection, then your next best step is to partner with your internet service provider to ask that they either adjust the ports provided by our team, or they can create a DMZ permission for the Stick Up Cam in your router settings. In this case, a replacement device would not be an effective resolution for you. Even though your home Wi-Fi and mobile hotspot are provided by the same provider, the configurations will vary. 

  Please don't hesitate to contact our support team back if you have any further questions. 

  Regards, 

  The Ring Team

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19496646
  
  I am rejecting this response because:

  I have 21 internet connected devices (including cameras and other ring devices) in my home.   They all work.   To say the problem is with my internet provider is a cop out.  I will put the camera in the trash and buy one from another manufacturer. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/24/2023

  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 being billed by Ring and they can not cancel my payment because it does not show in my account, Yet at my bank they are deducting $39.99 from my checking account. I am told they can do nothing about it. Unless I give they another email address, which I gave them and they state it is not that one. So they will charge me this amount unless I give them other email address. There accounting system should be changed. They need to find another easier way to cancel a account. When ask to speak to a Supervisor they would not transfer me. I hope Ring does a better *********** me I will be telling all my friends not to by Ring

  Business Response

  Date: 02/27/2023

  Hello ******, 

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

  Regards,

  The Ring Team

• Initial Complaint

  Date:02/19/2023

  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.

  On Feb 18,2023 received an email from Ring stating my protect plan I pay yearly for was expired today due to old payment method.I checked into it and on Amazon(linked acct) it looked right to me.I ******* find any order history or evidence of subscription expiring online. Also saw no emails except those trying to sell me stuff or that my doorbell needed a charge,never anything about the subscription.Noticed my saved videos recorded from my doorbell cam were missing so I called customer service,the videos I had saved were evidence in an upcoming court case and were very important.Had to verify my identity with a link from my Amazon acct before they would discuss my Ring acct(again linked accts).Customer service told me my subscription ended(no notification, no email)and why, turns out they tried an old card FOUR TIMES in last month with no notification to me at any point.Not app/email/Amazon nothing.I pulled up all the emails Ive gotten from them in past wks and mths,nothing about my payment method or plan ending.I mentioned why not using my linked Amazon acct for payment or notification but no,they said they dont use Amazon acct,yet they wouldnt even speak to me without verification of my Amazon acct?Was told that my subscription lapsing those 10 hrs meant my video is gone for good.A video I paid a yr of protection for so I could access in situations specifically like the one I needed and gone immediately in a sec.I could see blocked from viewing until payment made but erased immediately what I paid a yr for?Thats just bad design.A simple email or notification from my app/Ring or Amazon would have been good business,but for someone who needs a video saved for court this is worst possible scenario from a company whose whole business model is protection.A company who sends me emails every wk to purchase more products but important emails about my acct information show how didnt show up.Spoke to a supervisor,same thing my video is gone,no apology just excuses.

  Business Response

  Date: 03/03/2023

  Hello ******, 

  Thank you for bringing this matter to our attention. Ring offers Ring Protect recording subscriptions to users that can be renewed monthly or annually with no contract. If we are unsuccessful in renewing a subscription, Ring will make three additional attempts to renew the subscription before the plan is cancelled. Each renewal attempt is paired with an email notification for our users to let them know that we are trying to renew a subscription.

  If the renewal attempt is unsuccessful a fourth time, the plan will be cancelled and any stored content is removed from our secure cloud servers for the safety of our users. Once the content is removed, it is no longer retrievable. If you have any further questions about Ring Protect, you can visit our *********** at support.ring.com, or you can reach our dedicated support team via phone or chat.

  Regards,

  The Ring Team

• Initial Complaint

  Date:02/19/2023

  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.

  They should really inform potential customers that this device is worthless without purchasing an additional subscription. I never would've wasted $100+ on it if I'd known that. Also just recently tried to log into the app and I can't access it anymore unless I upload a government issued ID!?!? Seriously an overreach! They have no business even asking for that! Simply unusable product. Really wish I'd have returned it as soon as I realized it was just catch bait for subscriptions.

  Business Response

  Date: 02/20/2023

  Hello ****, 

  Thank you for bringing this matter to our attention. The Ring Protect Plan is a great optional subscription to allow your Ring device to record and store events for later review. If you do not find value in a subscription for your home, the Ring cameras still operate in real time, allowing you to monitor your home. With regard to your log in needs, I will have a member of the Executive Resolutions team reach out to assist you. 

  Regards, The Ring Team

• Initial Complaint

  Date:02/16/2023

  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.

  So I bought this cheap ring doorbell camera that you have to remove to charge..I thought I was buying one that had a removable battery. Like I had previously owned. I dealt with it, and ended up getting the just as crappy solar charger for it. Didnt work, so we thought it may be the panel. I Worked out an exchange with them via the support channel on ******** So they sent me a label to print, saying wait until the new one shows up, and then send back the old one. Since then (3 WEEKS ago), they have ghosted me. It never shipped..So I turned to amazon and they ended up exchanging it for me. (Thanks again RING).The 2nd one didnt work either. So it turned out the camera just wont. Charge. Best Buy wont take out back, because I have spent the last 5 weeks, trying to figure out how to make it charge. So, i am out the Best Buy return date. So warranty now falls on Ring. My issue now is on ******* (listed as their support channel) I get no answer!! Again ghosting me. Ill assume theyre ****** because I have voiced my opinion on this too many time? Its ridiculous. I DONT WANT THIS ANYMORE. I ended up buy one with an actual removable battery. Exchange isnt necessary, nor would I want to get the same back. I have spent thousands on these things, and I have always loved them. That doesnt include the 250 i just spent the new car cam that I may not even get until July now. Enough is Enough. I theyve gotten too big for their britches apparently. I just want to send it back and get my money back for the camera that clearly is useless.

  Business Response

  Date: 02/17/2023

  Hello *****, 

  Thank you for bringing this matter to our attention. While we are unable to provide a refund for Ring devices purchased through a third party retailer, I will forward your case to the Executive Resolutions team here at Ring to talk through available options. 

  Regards, 

  The Ring Team

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19415496
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

   

   

  i dont want talk. Someone is responsible for this POS not working.  

  Business Response

  Date: 03/15/2023

  Hi *****, 

  Our team has assisted you in returning your Ring device for a courtesy refund. If you need further assistance with your Ring account beyond your initial inquiry, please reply to the email thread established with your assigned resolutions specialist. 

  Regards,

  The Ring Team

  Customer Answer

  Date: 03/20/2023

   
  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,
  
  *********************

   

  one suggestion. That model is a joke. Remove it. Non removable batteries in a doorbell camera that you have to mount, is literally the worst *** you could have.  Sure you have a solar panel to purchase for it, and I get it. Extra revenue. Problem is that, they dont work. 
  

  ao I also wasted money on two of those. 
  

  stupid, bad design flaw. So doing a me favor? Na it was the right thing to do, and you know it. 
  

  Any way. Thanks for making me jump through hoops to get done what shouldve just been a simple thing. 
  

  not like Im a run of the mill customer. I have 4 outdoor, one doorbell, and 2 indoor. We also invested in the car cam too. 
  

  clearly I believe in the product. Maybe not so much on CS side of things anymore. 

• Initial Complaint

  Date:02/15/2023

  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.

  Absolutely terrible experience trying to return order number 001-4914931. I was unable to return this product online and had to call ring customer support (or so called support). I have no idea why I had to spend 45 minutes plus on the phone to do a what should be a simple return of a product. Still with no resolution.

  Business Response

  Date: 02/17/2023

  ****** has been provided with a prepaid return shipping label to return the contents of his original order for a refund under the Ring return policy.

  Regards, 

  The Ring Team

• Initial Complaint

  Date:02/15/2023

  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.

  My ring flood light camera stopped working on 1/17. I called and a representative said they would send a replacement. It has now been almost a month. *** had to call multiple times over the past month, waiting hours on hold, tried to escalate to a supervisor. All to be told the same thing every time. Its showing processed, we will have to cancel and reprocess, and will send trackingit never happens. 3 times Ive been told the same thing. I just want my house to have a working security camera. I am beyond frustrated that I even have to file this complaint. No one has time for this. Ring- do better.

  Business Response

  Date: 02/17/2023

  Following a recent contact by ******* into Ring Customer Support, the replacement order was reprocessed and should be shipping out shortly. 

  Regards,

  The Ring Team

  Customer Answer

  Date: 02/17/2023

   
  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:02/13/2023

  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.

  January 25, 2023- after about a month of my ring doorbell malfunctioning i searched for support on website. They directed me to call customer service by phone. January 28, 2023- I was on the phone for about 2 hours with different people trying to troubleshoot my device. Nobody wanted to believe me that my device was not working. After speaking to highest level of tech support he went as far as telling me that ring isnt cheap or shy about replacing my device and he wanted to make sure I was telling the truth. And made me un mount my doorbell and leave it close to the modem for a whole week to make sure I was not the problem. Everyday not being able to know if someone is trying to break in. February 2, 2023 (7 days feeling unsafe )After my device is still not working properly I call ring again. Again they are trying to make me trouble shoot my device when they can clearly see it has not picked up movement in My living room that I am in daily. After finally making them check all their notes they finally agree to send me a replacement device. 3-5 working days they told me. February 13, 2023 (7 working days later,19 days feeling unsafe.)I have been on the phone for 45 minutes so far(again) they have no record of my tracking info. Luckily I have an email from *** with my return shipping label otherwise they would have called me a liar. Again. Apparently he is trying to get me another replacement sent out. Maybe in 2 weeks they wont know what Im talking about again. What kind of business is this. Or what kind of 3rd party call center do they have working for them. Why does no body care about my safety or my familys safety. Can somebody please help me. If no replacement I would like a refund of all my ring products so I can find a new security company.

  Business Response

  Date: 02/14/2023

  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