Complaints

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

• Initial Complaint

  Date:01/28/2023

  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 Dec 20, 2022 I called the Ring customer support line about an issue with playbacks of doorbell camera videos. The help line went through the scripted suggestions for remedy, none of which worked. They handed the problem off to another Ring team, my contact was********* They asked for screens hots of the issue, ISP information like ports, encryption, speed and RSS information. *********sent me am email which I responded to with all of the requested information. I never got any response. I sent two follow-up emails to********* and got no response. I was abandoned. This is not customer service, it is customer disservice. I still have a problem, and there is no response from the help line!
  

  Business Response

  Date: 01/31/2023

  Business Response /* (1000, 6, 2023/01/31) */
  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
  
  
  Consumer Response /* (2000, 8, 2023/01/31) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I seriously doubt Ring can solve the initial problem. That is something I can accept. The failure to respond is the real complaint, and they, because of the BBB, have reached out to me. It wouldn't have happened without your intervention. Thank you!

• Initial Complaint

  Date:01/27/2023

  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.

  In early December I called Ring to activate another subscription for a new property. Instead of activating an additional subscription, the operator I spoke with cancelled 20 active subscriptions at 20 properties. Prior to ending the phone call, I asked the operator several times and confirmed that he had set up the account to charge for the additional subscription. He made several remarks during the phone call that showed he was very new. He assured me it was set up correctly. A few days later, I had an incident at one of the properties that required me to look at the video history. I quickly discovered there was no video history. So, I now had a crime at one of my properties with no video footage because my Protect Plan subscription had been deactivated without my approval and I had nothing to provide the police. This was extremely frustrating and a serious violation on Ring's part. Over the course of the past several weeks, I have been in communication with a customer service member named ***. *** had the nerve to offer me a $30 credit to my account after I had literally spent 6+ hrs on hold and speaking with several different reps about this issue. Not to mention the inconvenience and liability of having no footage.More recently, I called in again to add another Protect Plan subscription and spoke with a manager named ******. After be on holding for over an hr, she again assured me the subscription to the new location was active. Today, I pulled up my video history for the property only to find there is no history and the account is not active.I have been a Ring customer for over 4 years and have 32 locations and over 100 active cameras. If Ring values my business, then a better credit needs to be provided.Please help me get a reasonable resolution to this issue. Thank you BBB.

  Business Response

  Date: 01/30/2023

  Hello *****,
  
  Thank you for bringing this to our attention. We certainly understand the importance of maintaining your Ring Protect subscriptions for continuous coverage. I will have a member of our Executive Resolutions team reach out to assist you further.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:01/26/2023

  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 contacting you because I have contacted customer service regarding this issue several times and have not been provided with a viable solution. Last year my daughter passed away and I need the footage for all the Ring Cams in my home from August 1, 2022- August 18th, 2022. It is imperative that I receive this footage because I need it due to legal reasons. During this time my subscription was canceled and the footage was removed from my account. I am willing to pay whatever fees are needed to retrieve this footage. But I need to know what I can or need to do to gain access to this footage. The reason the account was canceled was due to the card on file during this time was declined. This was a traumatic time for me and my family and my daughter's death was sudden and unexpected and this was the issue surrounding the payment not being received in a timely manner. Please help me retrieve this footage or tell me what I need to do to retrieve this footage. The email address associated with the account is ********************* and it's listed under my husband's name *************************.

  Business Response

  Date: 01/27/2023

  Hello ******,
  
  Thank you for bringing this matter to our attention. Please accept our sincere condolences on the loss of your loved one. Regarding Ring Protect recording subscriptions, once a subscription expires, any recorded content is removed from the secure cloud servers for the privacy of our users. Once removed, recorded content is unable to be retrieved. Don't hesitate to contact our dedicated support team for any *************** questions at ***************.
  
  Regards,
  The Ring Team

  Customer Answer

  Date: 01/31/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Your rep gave misinformation then. They said that this info can be obtained via a subpoena, concluding that it has to be somewhere and not completely destroyed.

  Business Response

  Date: 02/07/2023

  Hello ******, 

  Thank you for your feedback. We will review this internally and make any improvements that we can make to meet our mission of providing a great neighbor experience. 

  Regards, 

  The Ring Team

• Initial Complaint

  Date:01/25/2023

  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.

  Very disappointed. Complete lack of customer support. Something stupid. My credit card expired. All my past video is LOST permanently. My account was unpaid for two days. I've been a Ring user with ********************** protect pro for over 4 years. All my video is gone forever. Even when I paid and "RE subscribed", all data is lost. Way to punish a long time customer. Any loyalty I had to my 5 ********************** devices is gone. Your company has way too many competitors to push users away.

  Business Response

  Date: 01/27/2023

  Hello ******,
  
  Thank you for bringing this matter to our attention. We provide three to four email notifications to neighbors in the event of a failed subscription renewal. If a subscription expires, any recorded content is removed from the secure cloud servers for the privacy of our users. Once removed, recorded content is unable to be retrieved. Don't hesitate to contact our dedicated support team for any *************** questions at ***************.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:01/21/2023

  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 paid $100 for a doorbell 3 ring protection plan on 12/10/2023, I have confirmation of payment from Ring as well as my bank statement. On 1-12-23 I added 2 floodlight cameras to my account and 1 week later my account was deleted by the system 2 times. I have neither access to my cameras or the protection plan that I have paid to this company. One of the reps or supervisors ask me for the last 4 of the number used to pay for the protection plan and I gave it to her and she did absolutely nothing to resolve or restore the service. I was told someone from the security team would call me and I never received a call from anyone.
  

  Business Response

  Date: 01/31/2023

  Business Response /* (1000, 5, 2023/01/23) */
  Hello ********,
  
  Thank you for bringing this matter to our attention. Here at Ring, the safety and privacy of our users is always at the forefront of our mission. On January 21, a member of our Executive Support team reached out to speak with you about your Ring account. Please continue to work through your assigned specialist for any additional questions that you may have.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (2000, 7, 2023/01/30) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I did work with a team person from the Ring Executive Support Team member name ***** and he assured me that my account would receive a credit for 3 months of protection plan and a discount to renew for the issues that happened with my account. So far my account has not gotten deleted again and the cameras are working properly. I am satisfied with the resolution and hope that the extended protection plan given to me will be honored. Thank you.

• Initial Complaint

  Date:01/21/2023

  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 company utilized my debit to charge my account unauthorized when I no longer needed service. When I have contacted them several months ago, they said they have it on file and charged my account.To date, I didn't receive a refund and they are saying they can prorate charges in the amount of *****. They said they would put it back in the card they withdrew the ***** from. I advised them I no longer have that bank account. I gave them my new bank account number and to date, still no refund.When I called today, the customer service rep said they can't credit my new card. No credit was given and she is saying they credited my old account which is closed. Never received money and I explained a closed account would reject payment.I want the full refund of ****** as they charged my account t without my permission even admitting that they took the money out because they had the card on file Have been dealing with this issues for months .

  Business Response

  Date: 01/23/2023

  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:01/20/2023

  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 December 28, 2022, A transaction occurred with ring for an invoice and refund for $200. The invoices were slated for $183.33 and $16.67. I have contacted customer service explaining the discrepancy in which there was no full refund. Anyone who works with banking understands an entire amount is refunded because a shadow transaction cannot be partial, illiquidated , The funds are forfeited to the banking institution from the merchant. This being the case is a clear indicator of fraudulent activity. I was told by ring.LLC. I was going to be refunded within' 24 hours, than 3-5 business days, **** business days, from December 28th, 2022. I have spent 10 hours in total and requested for ADA ************** what appears to be Section 504, and 508 non-compliance. In addition to this run around, I have been told I'd receive a refund which can be verified by ring. LLC with a false invoice, and refund, for which an ARN number was not valid as confirmed by my banking institution. and then a company credit for the amount. Arn numbers currently operate under Amazons AWS System, and can be verified with most banking institution's within' matter of hours.Because ring. LCC, is headquartered out of **********. I explained the violation in which it pertains to ********** Business and Professions Code Sections Chapter 5. Sections 17200.I explained to their leadership team that this statue pertains to "As used in this chapter, unfair competition shall mean and include any unlawful, unfair or fraudulent business act or practice and unfair, deceptive, untrue or misleading advertising. I informed the company of this discrepancy, in order to find a solution to the matter. However a solution has not been reached with regards to an incomplete refund. I have provided as much documentation to the best of my ability. At this time I am filing a complaint with the Better Business Bureau. Thank you for your time and consideration with this matter.Sincerely,Justice ***********

  Business Response

  Date: 01/23/2023

  Hello Justice,
  
  Thank you for bringing this to our attention. I see that you've recently contacted our customer support team regarding this matter, and we want to ensure that you've received your refund. I will have a member of our Executive Resolutions team reach out to assist.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:01/20/2023

  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've been a Ring customer for less than 2 years and have been very happy with Ring products until yesterday. We own the Doorbell Pro, Floodlight Cam, Chime Pro & signed up with the Basic Yearly Plan. Last week our doorbell started acting up and a day later it completely stop working. I tried all the steps myself to reset it and all I could get was "no power" to the doorbell. According to Ring this is a transformer problem. Our system is hardwired directly, no power supply pack, and has worked fine for a little over a year. As recommended by Ring I purchased a new transformer 16V AC at 30 VA for $30. Sill "NO POWER" to the doorbell.I called customer support and spoke with J--. The conversation was not a joy. Basically she was reading off a cue card and I could tell from the start she could care less. Getting no where other than frustrated, I asked to speak with her supervisor and then ALL OF A SUDDEN I got her attention. She started typing notes on the system. Not sure what she was typing or saying but I assume it's in a way to cover or benefit herself. That took about an hour. After several requests, reluctantly she finally put me through to a supervisor. Same frustration. My options are to buy a cheaper version, get 35% off the same device or do nothing. The problem I have is we don't have the funds to purchase a new doorbell every year in a half. I understand the warranty is only good for 1 year but why would anyone buy Ring products if they only last 1-3 years according to Customer Support. I've emailed CEO *************************** at ***************************************** (to busy) still no reply. Are Ring products built this way intentionally to deceive the consumer in order to make more money? In closing I'm hoping Ring cares enough about the "Ring" name and willing to help me with our dilemma. I would like to feel secure again with a new Ring doorbell knowing we didn't invest in another money making scheme -or- Ring just be honest about what you're selling. BUYER BEWARE!

  Business Response

  Date: 01/23/2023

  Hello *****,
  
  Thank you for bringing this matter to our attention. All Ring cameras are equipped with a one-year manufacturer warranty, and we offer extended warranty solutions for our neighbors. I will have a member of our Executive Resolutions team reach out to work with you on your need.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:01/19/2023

  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 August 16, 2022. Ring transferred my cameras to a unknown individual. This individual stalked me and my family for three months, then broke into my home and stole $13,650 worth of items from my home. Ring has violated me and my families privacy rights. Ring is totally responsible for this break in, and I want to be compensated for my losses.

  Business Response

  Date: 02/06/2023

  Hello *******,
  
  Thank you for bringing this matter to our attention. Here at Ring, the safety and privacy of our users is always a top priority. Weve reviewed the details of your inquiry in depth and have determined that the Ring device ownership change process was completed through a valid request. If you have any further questions about your Ring account, we recommend calling our dedicated support team at ***************.
  
  Regards, 
  The Ring Team

• Initial Complaint

  Date:01/17/2023

  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.

  I had ordered ~ $ 730 dollars worth of ring outdoor spotlight cameras. By the tracking order it was apparently delievered on 1/16/2023 at 6:42pm. I was home at the time and no order was delivered. I have an camera at my front door and no package was delivered. I contacted ring customer support and they were the most unhelpful customer support I have experienced in my 33 years of existence. I have never written a complaint in my life. They simply kept stating the tracking number states it was delivered and it was no longer their responsibility. They kept stating they could not help me. They gave me a non-working number to amazon logistics. This was my first attempted purchase with the company and we had planned to transition from SimpliSafe in our new house, but this will no longer be the case. Their overall unprofessionalism for a simple issue was truly surprising. My order number was 001-4818557 and my tracking number was TBA304882845085..

  Business Response

  Date: 01/23/2023

  Hello ****,
  
  Thank you for bringing this to our attention. We strive to provide our neighbors with a seamless ordering process as we recognize the importance of investing in your home security. I will have a member of our Executive Resolutions team reach out to assist you further.
  
  Regards,
  The Ring Team