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:01/17/2023

  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.

  On November 17, my partner purchased $236.22 USD in equipment from Ring as a Christmas gift for our home security system setup. He purchased a Solar Security Sign, Stick Up Cam Plug-In with Pan Tilt, 2-Pack Glass Break Sensor, and a free basic Security Yard Sign was included as a promotion.Mid-December, he realized none of these items in my gift from Ring arrived. He told me about the issue and we called Ring, and they assured him it would ship ASAP. He waited a few days, no shipping. We called multiple times and each supervisor/Manager told us they would follow the case and ensure it shipped. It never did. Each time we were told there were chronic issues with their "Shipping and Logistics Team" and they would send them a note.After several calls, we escalated two levels up, threatened to go to Amazon with our complaint (simply wanting our order we paid for a month ago), and a Manager agreed we went through enough and would refund our order in full. The Manager also told us they would reorder each of the items for us at no cost for all of our inconvenience.Fast forward a few weeks in January (no Christmas gift from Ring), a box arrived with the camera (I had to call back in and ask for the pan-tilt mount), sensors, and basic yard sign. No Solar Security Sign or refund.I called back to Ring, they advised that since I received most of it, they wouldn't give me a refund, and my sign would likely ship soon. I explained that the previous Manager agreed to refund us and the agent indicated they would escalate to their "higher **** and they would follow up with me. Nobody ever did.It's been another week, no refund, and still no Solar Security Sign I paid for IN NOVEMBER.Ironically, Ring had no issue charging me for my annual protection plan earlier this month.I'd like what I was promised (the refund) and my Solar Security Sign that I'm still missing.

  Business Response

  Date: 01/18/2023

  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:01/16/2023

  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 own a Ring DoorBell, two chimes, and two security cameras, and I have been chiefly satisfied with the performance of these devices until the past few months. Unfortunately, my iPhone 12 ProMax was replaced in late November 2022 due to an overheating battery issue.I contacted your customer support number on numerous occasions. Each time, while speaking with the call taker, there was loud talking in the background. The call taker said she was in a call center and was aware of the noise level. I repeated my information to the call takers numerous times since the noise level was too loud for them to hear me. No one could resolve my problem, but they related that it could be due to my mobile identification number and my phone not being able to receive Ring SMS text messages. Your customer service and this technical glitch are unacceptable, and there should be an available workaround for this problem. If not, how can I control my devices when I am away? The call center cannot understand my frustration.

  Business Response

  Date: 01/17/2023

  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:01/16/2023

  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.

  Ring used plastic over the lens of the camera and the plastic is deteriorating and not holding up to the ** rays of the sun. It is turning yellow, clouding, and pitting which makes it impossible to see the video the cameras trying to capture. Ring should've used glass over the camera lens. This is bad engineering on Ring 's part and they should stand behind their cameras and replace them as this is not the customers fault. We also paid every year for a ring protection plan that was supposed to cover our cameras, and Ring has refused to honor it when a large number of Cameras needed to be replaced at the same time. They had been replacing cameras as they failed his recent as a few months ago but when we called them and asked them to replace these eight cameras that had just gone bad simultaneously they tried to use a loophole, saying that one prior year our protection plan payment was received late every year and they've been replacing cameras one at a time. Consumers would not invest in these cameras if they knew the truth, that after a few years, they would be totally worthless because of Rings bad engineering or they were paying for a protection plan that would ultimately be worthless.

  Business Response

  Date: 01/17/2023

  Hello ********,
  
  Thank you for bringing this to our immediate attention. I will have a member of our Executive Resolutions team reach out to assist you further with any warranty-related questions.
  
  Regards,
  The Ring Team
  

• Initial Complaint

  Date:01/14/2023

  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 had problems with one of my security cameras since October. Ultimately it needed to be replaced when I called again. I have to yearly subscription and they verified that the device is covered. So the representative said to wait 5 to 10 business days which I did and have not recieved the device. I then called again and the another representative said to ship out the broken device and they will ship me one back. I told her in order for it to be a smooth transition I need the new device so I wouldn't have to do double work. She responded "well then by a new device" which negates the service I am paying for. I then tried a new rep and she said no worries we are shipping you out the device now and told me to wait. I waited 2 weeks and nothing I then called again and they Apologized and said to wait another 2 weeks. I called again after 2 weeks and they keep apologizing. They said it's low inventory but it says shipping 1-2 weeks. These issues are from October- January Today is 1/14/23 I called again and they said there was an error they Apologized again and it will be shipped within 1 to 2 weeks. I have every time stamp in email. I am exhausted with this I need help.

  Business Response

  Date: 01/17/2023

  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:01/14/2023

  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.

  Ring sent me the wrong cameras. I ordered 2 of the Ring Stick Up Camera with Solar Panel. They charged my account for these yet only sent the cameras. When I called customer service, they said they knew they didn't have my order (sold as set) in stock so they just sent the cameras separately. They have no clue when the combo set will be available but are selling it on their website. They said I could return my entire order and they would email a link to return but that I can only return what they chose for me to return after I click the link. Yup, can't return the cameras. They stole my money and they won't refund the difference either. I'm out $279.00 for the camera and solar panel sets plus another $40 for the wall mounts I purchased for the set. They can either refund me the difference of the two solar panels and allow me to return the wall mounts and both lights (which they're refusing a return those) or send me the solar panels they claim to be in stock but are white. They won't let me return the lights either! Horrible company and customer service. I'd prefer just to be sent the white solar panels and be done.

  Business Response

  Date: 01/17/2023

  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
  

• Initial Complaint

  Date:01/11/2023

  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.

  In October I spoke to a representative that informed me that I can use the pan tilt mount for the 2 stick up cameras I purchased. I ordered them on Amazon
  The same day I spoke to the representative. When I received them I called my electrician to install it. When he came, he had an issue with the pan tilt installation. I called Ring immediately and they told me that the pen tilt does not work on the stick up camera. I was furious because I paid my electrician for this installation again. He removed them, and I immediately returned them to Amazon. on October 27, 2021 I called Ring to complain and spoke to a woman named ***. She understood my frustration and gave me a 35% discount code to use on the spotlight, cam pro, which just came out the day I spoke to her. She advised me to wait for the Black Friday sale and with the 35% discount I would not have to pay full price. On that same day she told me that the solar panel that I used, for the stick up, cam can be used for the spotlight cam pro. My electrician had to come again to install it and when he did, he said the solar panel for my stick up. Cam would not work on the new camera I purchased, which I was told again incorrectly. I spoke to Ring a few days ago and they confirmed it. I am paying an electrician multiple times to come to my house, and they refused to do anything about it. I am so frustrated and I need a resolution to this ASAP.
  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 5, 2023/01/12) */
  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, 7, 2023/01/18) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Someone from upper management have to resolve this issue. The new solar panel is on its way. And yes you can close the report but the customer service needs to stop working from home or outsourced

• Initial Complaint

  Date:01/10/2023

  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 been using Ring products for about 4+ years and have spent over 700$ on products such as cameras/accessories. For the past 2 months, I have been having a MAJOR issue with my ring spotlight camera. Every morning between 6:40 AM and 7 AM the camera completely stops working will not take motion detection and completely stop taking snapshots. You could be at 10 AM on timeline and it will be stuck at the time 6:40 AM until you open up live on the camera yourself. Once you open up live you and you get the blurry's picture ever and finally it focuses then it works fine the rest of the day until the following morning at 6:40. I have spent the last two months on the phone with countless representatives and technicians. I have done everything that they have asked all the way to getting a new faster Internet, buying new battery packs resetting my device uninstalling the app or rebooting. And no help. I then was promised a call back by a supervisor at 8-9 AM the next morning I got up early and waited by my phone, until 1 PM and still no phone call. I don't understand how a company can promise their customer a call back and doesn't receive one then when I call myself, there were hardly any notes from the past people I spoke to and had to go over the whole ordeal again and just made me do the same things that I've been doing for the past two months, what's the point of having a security system if it stops working at the same time every morning and will not record until you open it yourself. I have two other cameras in my house that work perfectly fine all the supervisors say that I had amazing signal to my router and that was not the issue and just said that there is something wrong with my device but they don't know what. At this point I regret ever recommending ring cameras and I will probably return my other two along with this one. I really thought that ring would help out their customers when the camera itself is defective and no longer wants to work.
  

  Business Response

  Date: 01/30/2023

  Business Response /* (1000, 5, 2023/01/11) */
  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:01/10/2023

  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'm wanting to cancel my Ring subscription. I have called their chat support and they haven't been able to give me directions that are applicable to my phone to be able to cancel. I spent over an hour on the phone with their different customer service support platforms. I've called their customer service and they have not been able to help me. I've read the online tutorials but those have not been helpful. It should NOT be this complicated to cancel a monthly service of $3.99. I don't see why they make it this complicated unless they figure customers will give up and continue to pay because it takes too much time!
  

  Business Response

  Date: 01/30/2023

  Business Response /* (1000, 5, 2023/01/11) */
  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:01/09/2023

  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.

  II complained about Ring last week about getting 3 replacement cameras I was promised under warranty.Someone from Ring Customer support named **** called and said he'd help. He said I'll look into it and get back to you within 72 hours. It's now been 96 hours and no followup. I reached out to him this morning and he has gone silent.Based on other complaints about Ring, it appears warranty problems are rampant. Is there anyway to get their attention?

  Business Response

  Date: 02/06/2023

  Hello Rich, 

  Thank you for bringing the matter to our attention. Our records show that **** followed up with you a few times via email to confirm that your items were delivered. If you are still needing further assistance, please reconnect with **** through your established email thread, so he can offer further assistance where needed. 

  Regards, 

  The Ring Team

• Initial Complaint

  Date:01/08/2023

  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.

  We have 4 Ring cameras. Three are battery powered and one is a plug in. Last week we noticed that the plug in camera was recording with a red hue. We cleaned the lens and unplugged the device in hopes it would resolve the issue. It did not. We called Ring and the rep confirmed the issue and would send a replacement. When received, the camera sent was a wired camera. I called Ring on at 12:15PM on 12/30/22 and spoke with ***** who told me that is the camera I have. I told ***** that is not the case, it is a plug in as there is no power near the camera. She told me that is what the "system" shows. The conversation became increasingly frustrating as *****'s default was to tell me I had a wired camera and was unwilling to accept that I do not. I finally asked for a supervisor. I was transferred to *******. ******* did nothing but compound the frustration. I finally told her I would send a picture of my camera to PROVE it was a plug in which I did. Apparently this evidence was not compelling enough as ******* fell back on what the "system" shows I had. I told ******* that systems can be wrong.
  
  After 45 frustrating minutes, I gave up. The final lack of customer service came from ******* when I asked who I could write to elevate my complaint (both the service and the issue of having a camera that was useless to me). She refused to provide any information even after asking her several times. According to her, my only recourse was to document my concerns on the survey I would get. I did and there was no follow up from Ring. I also emailed *************** and received no response.
  
  I am TERRIBLY disappointed with the encounter. We have invested a substantial amount of money in the Ring security system and monitoring. We felt good knowing we did so with a well-established company with a solid reputation for service. We are not asking for anything more than a kind-for-kind replacement of a camera under a plan we paid for. I would appreciate a quick resolution to the concern.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/09) */
  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, 7, 2023/01/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you to **** for reaching out and resolving the issue per the original complaint. **** handled the issue professionally and expeditiously.