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:02/13/2023

  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 have many ring products at two different addresses that we have been using for many years. I have been calling Ring at ************** since early November 2022. Each time I request a replacement video camera. We pay an annual for for service/replacement. Each time I am told they will ship it within 7 days. I have never received the camera and each time I call I get a different excuse. The past few times they tell me it is out of stock. This has been Since December. Called again today and the same story. They will check with shipping, blah blah.

  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

  Customer Answer

  Date: 02/18/2023

   
  Complaint: 19394819
  
  I am rejecting this response because: they say they now mailed my replacement unit. This has been said a couple of times before and I never received anything. I will wait and see if this time I receive my replacement camera.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/08/2023

  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.

  Been a customer for about 7 hours now and all has been fine up until two weeks ago. Had a Doorbell 2 hardwired with a chime and decided to upgrade to new Doorbell 4. Seemed pretty straight forward. Seem pretty straight forward, remove four screws move the two wires in back providing power and remount. Notice a few days later the doorbell power source says hardwired and battery at 90%. Week passes and I noticed the battery still shows 90% so gave it more time and same thing. So today I tried reaching out to tech support ********** going back and forth about how it can be powered by battery and hardwired and Im like yes I get that, but thats not what Im asking. Plus noticed right around the same time if you check the device health status via the web it show power source Battery, but the app still show power source Hardwired.I want to know what is going and need to talk with someone that can find and fix the issue or give a full refund.

  Business Response

  Date: 02/09/2023

  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 provide you with more information about your device and performance expectations. 

  Regards, 
  The Ring Team

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19370036
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/06/2023

  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 purchased 4 indoor cameras for my business thru the Ring Website. The cameras arrived but were packaged in an Amazon box. I realized within 5 days that they would not work for what I needed. I got on the Ring website and put in my order number and zip code, and it told me they weren't valid. I called the 800 number and spent 45 minutes on the phone, setting up a Ring account they told me I needed to return the cameras and when I was finished, they said I would receive shipping labels via email within 24 hours. I never received the labels and have filed a claim with Ring and still no response. I just want to return the cameras and get a refund. They have a 30 day policy and the time is running out. This is a copy of the order information:Ring Team Thanks for your purchase!Were processing your order now, which could take up to 48 hours. Well send you a shipping confirmation email with your tracking number when its ready.Order number: 001-4827684 Order Summary 4-Pack Indoor Cam4-Pack Indoor Cam 1 White$239.96 Subtotal$239.96 Shipping$0.00 Taxes$18.60 Total$258.56 USD **** (ending in ****)$258.56 Customer Information Shipping address *************************** Services of ***********., In ***************************************************************************************** Billing address *************************** Services of ***********., In ***************************************************************************************** Shipping method Expedited (1-5 Business Days)Payment method Ending in **** $258.56 Need to cancel your order? Well wait 45 minutes to give you time to manage your purchase. To cancel, click the button below and follow the instructions at the bottom of the page.Manage Order By purchasing or using the product, you agree to the Terms of Service. See Privacy for additional information.2023 Ring LLC or its affiliates.12515 *************, *********, ** 90250.Ring and all related marks are trademarks of Ring LLC or its affiliates.Privacy|Licenses|Support|Terms of Service

  Business Response

  Date: 02/07/2023

  Hello *****,

  Thank you for bringing this to our attention. We understand the importance of receiving your refund in a timely manner. I will have a member of our Executive Resolutions team reach out to assist you further. 
  
  Regards, 
  The Ring Team

• Initial Complaint

  Date:02/01/2023

  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 have spent thousands of dollars on Ring products over the last several years and pay annually for Ring's Protect Plan. I was happy with the products and customer support until the last six months or so when one of my Spotlight Cameras failed. After troubleshooting with Ring, it was determined that it would be replaced. After months of no correspondence (after the initial email stating my cam would be shipped), I again contacted Ring support and was told that the camera was out of stock and would be shipped when available. (This would have been helpful to know months ago). Again, no further correspondence occurred until I called back (again) and was told the same story. Then eventually they sent me the wrong camera. This went on several more times, each time being assured I would receive the correct replacement. Finally, I spent nearly two hours on the phone and had to look up my old invoices from Ring to prove I had purchased the Ring Cam from Ring. Although the customer support agents are friendly and attempt to be helpful, it seems their processes and communication are not well managed, and it's ridiculous how much time I've had to spend on this one issue. We'll see if this fifth time is successful!

  Business Response

  Date: 02/07/2023

  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

  Customer Answer

  Date: 02/11/2023

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

• Initial Complaint

  Date:01/31/2023

  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 video doorbell and no drill mount as a Christmas gift in November. Upon attempting to return online, I was told I did not meet the 30 day return window despite confirming items purchased as gifts could be returned through 1/31. I spent 30 min on the phone with customer service to request return labels last week, and I was told "rest assured" I would have labels emailed to me within 48 business hours. I waited several days, still no email except for 7 automated emails in a row stating they enjoyed speaking with me. I called back today and was told I can't return the items and to receive my money back I would need to resell on **** or another site. This is unacceptable and it should never be this difficult to make a return for a gift that cannot be used.

  Business Response

  Date: 02/01/2023

  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
  

• Initial Complaint

  Date:01/31/2023

  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 I first got my ring, I contacted ring about my ring doorbell going offline. I was able to reconnect it but actually had to go to the doorbell itself, unscrew it and reconnect it. It has since done this a second time, I had to go through the aforementioned steps again and reconnect and now it has done it again. The problem is, now I have an Airbnb guest there until the end of March. This devise was meant to help me track who comes in and out of my Airbnb and it's proving to be more of a headache than a useful tool. Now you're going to say I'm probably having issues with my internet and that's fine but I don't have any issues with the two wyze cameras. They are never offline and are always in working order. I am seeking either a resolve to this matter, other than me interrupting my guests to I can put the ring back online (which would also be awkward) or a refund of this device. I should not be having this many problems.I have also attempted to call Ring again and they insist I have to go and stand in front of the device to resolve the issue. I instructed them I cannot do this. They then told me I would have to go to ********** where I originally purchased the device and return it to them, that they were not going to assist me. This is Ring's device, they should provide a refund of $99.99. I also had to hire someone to install the device.This whole process has been a nightmare. **************** is truly dead. Companies can create shoddy products and not have any accountability whatsoever.

  Business Response

  Date: 02/01/2023

  Hello *********,
  
  Thank you for bringing this to our attention. Based on what you're describing, there could be some external interference between the device and your internet. I will have a member of our Executive Resolutions team reach out to offer some troubleshooting assistance.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:01/30/2023

  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 am writing to voice my extreme displeasure with the services provided by Ring customer service. ********************** customer service completely dropped the ball and this has resulted in the loss of all of our historical recordings. This is not a situation where we waited to the last minute to submit the service order as we contacted customer service a full 3 days prior to the expiration of our "trial" period for the new device we ****************************** the cold snap that settled into the southern region of ***************** in late December 2022 our ring doorbell lost power and we believe the internal battery is not capable of performing in below freezing temperatures for an extended period of time. We phoned into customer support and they pointed us to the online store to purchase a new doorbell which we did on December 23rd. While awaiting the arrival of the new doorbell the temperature rose and the old doorbell started working again, but for peace of mind we continued to proceed with replacing this doorbell with a new device was installed in late December. This resulted in the need to remove the old doorbell from our plan and add the new doorbell at the conclusion of the 30 day trial period for the new device recordings. We phoned into customer service on 1/26/2023 to effect this transaction and per the note attached from your customer service team the associate helping us never processed the order for the new service which has resulted in us losing all of our historical recordings.Due to the error your customer service team has offered us another 30 day free trial period but we do not see that as adequate compensation equitable resolution as we lost everything including videos from last year where a now deceased relative was at our home to celebrate their grandchildren's graduation with us. We have been loyal customers with ring for the past 5 years

  Business Response

  Date: 01/31/2023

  Hello ******,
  
  Thank you for bringing this to our attention. I will have a member of our Executive Resolutions team reach out to review your account with you and partner with you on next steps.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:01/30/2023

  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.

  date of transaction 12-24-22 cost ***** I hnever had a account with them. I have not used ring service in over 4 years.I can not contact then as I have no account the charge is on jan. bill for a credit card.this is a scam 12/24 12/24 Ring yearly plan ************ **.

  Business Response

  Date: 01/31/2023

  Hello ****,
  
  Thank you for bringing this matter to our attention. If you did not delete your Ring account when discontinuing the use of Ring, it is possible that you may still have a subscription set up. I will have a member of our Executive Resolutions team reach out to help locate your account and take action.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:01/29/2023

  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.

  The date is the transaction was January 29th 2023. Contract stated it was for a year of ****************** at at $39.99. They took $36.11 and change the contract date till the December 25th. The business committed to providing me service for one year from the date of my purchase of the protection plan. That is not what they're honoring they changed the date to match my other protection plan on my other camera. And in the end they will have stolen 4 days of service from me and my year-long protection plan. Yet they kept the amount of money for the whole year. No they did not try and resolve my issues they tried to strong arm me and to accepting what they have done to me. I do not have an account number and order number a tracking number or receipt number. The name of the customer service representative I spoke with was ****. Please help

  Business Response

  Date: 01/30/2023

  Hello ********,
  
  Thank you for bringing this to our attention. I will have a member of our Executive Resolutions team reach out to review your Ring account billing with you to make sure everything is in order.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:01/29/2023

  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 spoken with Ring Technical Support 8 times and the issue with their app is still not resolved. I am tired of being given the run around and the company wasting my time.

  Business Response

  Date: 01/30/2023

  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