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:01/06/2023

  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 a long time customer of ring. I currently have 3 different devices on my home. I had an issue with a floodlight camera in 2022 and it was resolved by replacing due to it not being able to be repaired. I recently have the same identical problem with my doorbell camera. After being on the phone for one hour with customer service and troubleshooting it was determined that it cannot be repaired. I am now being told that it's not and will not be replaced due to it not being under warranty. When I had my floodlight replaced it was also not under warranty. I am very confused and extremely upset that ring does not stand behind their products. It's discouraging to have gone through the same situation and being remedied to now being told something completely opposite.
  

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 5, 2023/01/09) */
  Hello******,
  
  Thank you for bringing this matter to our immediate attention. Based on your case description, it sounds as though you may have been granted a one-time courtesy replacement outside the warranty period.
  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:01/06/2023

  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 ring camera cost me $100 and I paid for the yearly subscription of $40. It doesn't always catch what's going on outside my house and today, when I really needed it to work, it caught half of my HOA representative trying to enter my house, I don't know if they entered or not because the camera failed again. When I call ring they try and blame it on all kinds of things like the Wi-Fi of concrete walls however it never fails when I leave and enter my house, just if you're not directly in front of it. Ring should inform their customers that there is a limit of how long the recording will run or if this is incorrect behavior, they should replace my unit. I'd like a different model because I've had nothing but issues with this one. It's the ring 2.
  

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 5, 2023/01/09) */
  Hello*******
  
  Thank you for bringing this matter to our immediate attention. Based on your case description, it sounds as though your device captured a motion but did not record as long as you would have liked. This is a customizable setting within the Ring app, and I would be happy to have a member of our Executive Resolutions team reach out to assist you.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:01/05/2023

  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 had 2nd generation ring doorbell for the past year and a half. I live in the heart of silicone Valley, where we are lucky to have random power outages. Every time one happens, ring device requires a physical presence to have it reconnect to wifi. Which is ridiculous, as it is an easy fix on the company's part, were rings cheaper competitors have tackled years ago.
  Plenty of customers are complaining about this issue on other forums and websites. Yet the issue is still unresolved. They charge a monthly fee for a product that just goes offline and never comes back up, unless someone is around. Beats the purpose of security.
  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2023/01/06) */
  Hello ******,
  
  Thank you for reaching out regarding this matter. i will have a member of our Executive Resolutions team reach out to work with you further.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:01/04/2023

  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 recently changed my phone number and email. I then logged in to my ring account and updated this information. When attempting to log back into the account again to verify everything after verifying everything through my email with ring it prompted me for a code. The code was being sent to my old number for some reason. I then called ring to correct this and the representative could not help so I was transferred to a supervisor that was also not able to help. In short.. If you do not want to have to deal with not having any type of service do not buy the ring doorbell. Not worth your time or money.

  Business Response

  Date: 02/06/2023

  Hello Neighbor, 

  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. We offer a few different methods of account recovery to allow our users to pursue the option that best suits your needs. I will have a member of our Executive Resolutions team reach out to walk you through accessing your account. 

  Regards, 

  The Ring Team

• Initial Complaint

  Date:01/03/2023

  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 bought new wired ring spotlight camera from lowes September 2022 from lowes. The camera was defective company was notified and was told i had to wait for replacement since there is none in warehouse available. Customer waited two month and called back again in December 2022. The associated said they have camera in stock. The customer received wrong camera which was wired. Customer called back again in January 03,2023, with ring support was told they have no wired camera in stock call back in 2 week with no guarantee the item being in stock. I been waiting almost 3 months for ring to send me replacement on guaranteed item. I paid 250 dollar for this camera i don't want to buy another . How come this camera is available widely in every store including ring.com. but the warranty team don't have any left with them to send to customer. Very bad customer service when customer almost 2000 dollar on their products. Please call me back i spend hours of time calling ring support.
  

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 5, 2023/01/04) */
  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
  
  
  Consumer Response /* (2000, 7, 2023/01/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I really appreciated the customer service reached and shipped new devise right away. They also called and followed to make sure everything went the way it should.
  Thankyou

• Initial Complaint

  Date:01/03/2023

  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 been trying to get Ring to ship 3 cameras which have failed under warranty. Three times in a row, they said we will ship in 1-3 weeks, when I follow up they say we don't know what happened we will ship in 1-2 weeks. Over and Over again. I see many others have the same problem and there is no one at ring to talk to except the standard cust service number and they say sorry we really can't help you if ring doesn't ship. So I've been paying for extended warranty for years for no apparent reason and I still don't have my three replacement cameras.
  Worst customer service ever.
  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2023/01/04) */
  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 /* (3000, 7, 2023/01/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The "executive resolution" person responded that he would check and get back with me. Said he wasn't able to solve the issue and needed shipping to do it. That was 5 days ago and no progress. They aren't executive resolution people just another level of customer service agents with no power or appetite to resolve anything. Continues to be the worst customer experience I've experienced.
  
  
  Business Response /* (4000, 9, 2023/01/17) */
  Hello*****,
  
  Thank you for providing an update on the matter, as our Executive Resolutions team has been diligently working to find a resolution for you. You were provided tracking information for two of the devices on 1/11/23, and the remaining tracking information was provided to you on 1/15/23.
  
  Tracking shows that the devices have been delivered to you and the desired resolution you've listed on your BBB submission has been met. If there is something else that you need assistance with, please work through your designated Resolutions specialist.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (2000, 11, 2023/01/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:12/27/2022

  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.

  Purchase two ring cameras on Oct 30, 2022.
  One was defective, I call Ring for a warranty replacement after two weeks and until now 12/27/22 I have not received the warranty replacent! The representive keep saying they will ship with 7 days. I am very dissapoitment with Ring!!!!
  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/12/28) */
  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, 2023/01/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Ring has contacted me very quickly, I feel things are moving on the right direcion!

• Initial Complaint

  Date:12/24/2022

  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 been a customer to ring over 3 years. Lately, i called that my living room camera microphone is faulty, and they decided to sent a replacement. I called on the November 20th, up untill this moment, i have called over 4 times. Each time i called they will always give excuses that the camera is out of stock, meanwhile it is on their catalog on their portal. It is absolutely not acceptable to me. I needed to be treated as a committed customer
  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/12/26) */
  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, 2023/01/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  How soon will they replace it? We all know how critical it is to secure a home. If they're replacing it, that should be ASAP.

• Initial Complaint

  Date:12/22/2022

  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 bought my ring on nov 20 2021 my ring door bell all of a sudden has a black spot on my ring doorbell. I troubleshooted with them and now they're claiming it's the hardware. A rep looked up my account and claim that I need a new one and my warranty went out. Stating that I put in the ring doorbell on nov 29 ? That's weird I have no record of this nov 29 I have when I bought it nov 20 but I did not have it set up until dec 23 ? It's funny there doing this because they were so bent on telling me we're giving you a discount for another one first of all they didn't try to fix this one second of all I feel they did something to the ring door **** on there end because I didn't have any trouble until I didn't take the offer. It looked like no one really wanted to help with fixing the issue. If they want to be technical about it it's really the 23 of dec last year because I didn't even hook up the service until I had gotten their plan. I have nothing on my account with nov ************************************************************************************************************* show me proof that I had activated on nov ************************************************* dec. Now I feel they did something to the camera the company because in my ring history it was fine until a few hours later then this black screen.

  Business Response

  Date: 02/03/2023

  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:12/21/2022

  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.

  11/24/2022 Thanksgiving day
  Yearly $120 Protection Plan Plus
  Extended Warranty on all devices
  Allowing someone at the rental property to unregister my device without signing into the account, and allowing them to register "MY" Alarm under their account. Allowing my tenant to steal my alarm base.
  this has Happened twice now, and no answers on "HOW" this is happening. No logs, no information. Just allows them to unregister and register on a different account. Whether or not the business has tried to resolve the problem Keep going in circles with the business. They ask me for the wan mac, and i tell them i dont have it because it's at one of my rental properties. Yet, they cant tell me how it was unregistered. They should have this information in their logs. Why do i need to drive to the rental property to get this information? Why could they not help me within an hour of me getting my notification it was unregistered? Told me they would be in touch, and I never heard back. When ever i try to reach back out, i get put on hold and disconnected with no return call.
  Account/order/tracking number
  After this happened the first time, i had to buy another alarm. Happened again with second alarm.
  Order Placed: September 6, 2022
  Amazon.com order number: *******************
  Serial#****************
  Some how, my tenant managed to unregister my alarm again. The day it happened, on Thanksgiving, I asked for information on how it got removed. Once again, no one can answer my question. So, my tenant managed to steal my alarm again. For the reason, I have cancelled my account. I may purchase a plan at this residence again, if you guys can figure out why and how the tenant is unregistering my alarm. It should not be easy to unregister a device. Specially since I have 2 factor enabled, and was never sent a code for any login for any device that was at this residence the alarm was registered at. I do not get why there are no logs on how a device was unregistered.
  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2022/12/30) */
  Hello******
  
  Thank you for bringing this inquiry to our immediate attention. I will have a member of the Executive Resolutions team reach out to follow-up with you.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (3000, 7, 2023/01/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  im still waiting to hear back from Ring. I would like to talk to someone regarding this issue before i want to accept any resolution.
  
  
  Business Response /* (4000, 9, 2023/01/11) */
  Hello******
  
  Thank you for providing an update on the matter. A member of our Executive Resolutions team has reached out to assist you further. Please direct any additional questions about your account to the specialist who is designated to assist you.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (2000, 11, 2023/01/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  i canceled my account with them. They are unable to meet my security needs. Allowing someone to remove my alarm base twice. They have security flaws that need to be addressed. Nothing more can be done between ring and I.