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:12/20/2022

  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 purchased a Ring home security system on 07/07/2022 in the amount of $323.61. The system would not work with how it was required to be installed so I within the week of receiving it attempted to contact Ring to get a shipping label to return the product. I could not get in contact with anyone on the phone (waited on hold several time for over 30 minutes with no one picking up) so I sent an email asking to return the product. I finally received a shipping label to return in September of 2022. I returned the product immediately, Ring received the item in the warehouse on 10/10/2022. As of today I still have not received my $323.61 refund and when I call there is a different reason as to why I have not receive my refund, the last reason being there is a current dispute on the purchase through PayPal the company I used to buy the merchandise, this is not true the dispute with PayPal was closed when the shipping label was received and the item was sent. back to Ring. Ring owes me $323.61 and is keeping my money, I am now having to pay interest on the product that I no longer have since it was bought through PayPal credit and I have not been refunded.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/21) */
  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:12/20/2022

  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 purchased two Ring devices which I have been trying to return. order ********************** I have spent hours on the phone and sent several emails. So far, there is no indication of when I might get my refund.
  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/12/21) */
  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:12/19/2022

  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.

  ****Beware of Ring Floodlight Camera*****
  
  I purchased a Ring floodlight camera in December of 2020.
  I also have a Ring doorbell and pay extra to subscribe to a ring protection plan which is a yearly subscription for the ability to save and access history of video surveillance.
  In late November 2022 my floodlight camera started making a very loud alarming sound. This was not the siren or any alarm that I could control in the settings. I had neighbor complaints as it happened when I was not home. It did not notify me in any way on the app. Camera completely functioned normally otherwise. I had to cut power to the device to make it stop. I called ring support. After doing a couple of resets floodlight camera still made loud alarming sound. I was told that my camera only had a one year warranty and they offered me 30% off a new one.
  It is very frustrating that this company doesn't stand behind their product. Floodlight camera is less than two years old. I understand the wanting to have a shorter warranty on this technical device but I also am paying a yearly subscription and have taken excellent care of the device. I am willing to send in the product for repair or replacement. If company chooses to deal with an obvious design flaw and/or software problem like this they will be losing this customer.
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/12/20) */
  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, 2022/12/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  A representative of the Ring corporation has reached out to me and gathered more information. I am hopeful that they are able to offer a solution to my issue, but they have not given me any resolution as of this point.
  
  
  Business Response /* (4000, 9, 2022/12/28) */
  Hello *******,
  
  Thank you for providing an update on your inquiry. For a swift resolution, please continue to work with the assigned specialist.
  
  Regards,
  The Ring Team
  
  Consumer Response /* (2000, 17, 2023/01/27) */
  Ring corporation replaced the malfunctioning device. The company has made it right and stood behind their product. I no longer have a complaint against the Ring corporation.

• Initial Complaint

  Date:12/16/2022

  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.

  Purchased a ring indoor security camera to add to our existing Ring account on 11/25/2022. Upon going home and scanning (per directions) to add to my account, I received a notification that I was unable to add to my account due to it being previously connected to someone else's Ring account. Ring followed-up with an email regard this saying it would take 15 days and I would be notified upon completion of adding to my account. I checked again on 12/8/2022, same result. Reached out to Ring via ******** messenger and was told it could be more than 15 days and no way to expediate the process unless I knew the current account holder that had the device connected. I explained that I didn't know them. I also explained that it was very confusing because what if the previous owner: 1. Doesn't have a Ring account anymore. 2. Doesn't have the same email address or access to email on Ring account. 3. Like most humans and "out of sight / out of miind" mindset or just does nothing because a. its one more thing to do in this busy life or b. just wants to be a jerk and not do anything. 4. Isn't alive anymore/thus unable to remove device. Did someone who creates such Ring "policies" not think about various things? Did policy creater not think...hummmmm..wouldn't it make sense to email other person and say something along the lines of if you still have device, please re-scan to prove ownership or in 15 days this device will be removed from your account? Fast forward to 12/11/2022, still will not connect and receive a email stating "it can take up to 15 days from the orginial setup attempt"... at this point it has been 16 days.Very frustrating to have a device that you cannot use. If I cannot use my device, I want a replacement. Do better Ring! Do better!

  Business Response

  Date: 01/18/2023

  Hello ******,
  
  Thank you for bringing this matter to our attention. The privacy and security of our users is always at the forefront of our mission. In the event that you purchased the device from a third party, you do have the option of initiating a device transfer through the Ring app. I will have a member of our Executive Resolutions team reach out to assist you with this process.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:12/12/2022

  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.

  My ring sensor/camera was triggered at 2am this morning by a potential intruder and I went to check the video and it said I need to update my plan to view it (pay for a new plan). I did so and I still could not get access to my videos. I called supervisor *** this morning and she said that they tried to automatic bill my credit card in November and then when it didn't go through they erased all my video history instantly, no warning, no notification, no text, no email. Just gone, I have no idea who potentially tried to break in to my house at 2am. This is not the security system they say they are selling. I paid for those videos already with my last subscription! And I got a new one immediately after finding out from the trying to load a video that I needed one. This is improper conduct from a company that is supposed to protect us.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2022/12/13) */
  Hello ****,
  
  Thank you for bringing this matter to our immediate attention. The Ring Protect recording subscriptions are renewed annually to ensure that our neighbors can maintain continuous recording coverage. I will have a member of our Executive Resolutions team reach out to review your account with you.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (3000, 7, 2022/12/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The member of the Ring Company did resolve my problem. They only re-iterated that the loss was permanent and that email was there only way vontacting me yo let me know my accountvneeded updating. They could have texted or called or had an in spp notification. Instead they included urgent messsges in eith rgeir 5 to 6 doam rmsils that they send oer month
  
  
  Business Response /* (4000, 9, 2022/12/26) */
  Hello ****,
  
  Thank you for providing an update on the matter. I understand that you've mentioned you would like to receive Ring billing notifications through alternate channels, and we thank you for your feedback. We strive to take our user's feedback and make any improvements that we can make. If you have any further needs regarding your Ring account at this time, please use the email thread established with your designated Resolutions Specialist.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:12/11/2022

  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.

  My wife signed up for the service. About 3 years ago she tried to cancel the service. They said that she has to log into her account. She just cannot remember the dang user / pass. We've tried everything. The customer service reps say if we cannot remember then we are screwed. I just got another bill for ring for $108, which I haven't used in the last 3 years. I don't want any money back. I just want to be able to cancel the dang service.
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2022/12/12) */
  Hello *****,
  
  Thank you for bringing this matter to our immediate attention. I certainly understand the concern behind receiving a charge when you no longer wish to use the service. I will have a member of our Executive Resolutions team reach out to assist you further.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:12/11/2022

  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 contacted Ring Support a month ago because my Ring Pro 2 was not connecting to Wi-Fi or generating a network for me to connect to during setup. I was promised a replacement witching 7-10 business days and after calling them back every 10 business days 3 times, I still haven't received the replacement. Each time I call, they tell me that the last person screwed up and they've fixed it and that I will get a replacement in 7-10 business days. All this sounds like a scam to me. I'm going to check out other security products and see if there are other better alternatives out there. Sharing this to help potential future customers make a more informed decision.
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/12/12) */
  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, 8, 2022/12/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  After submitting this complaint, Ring shipped my replacement Ring Pro 2, and I received it in a couple of nights. I have also shipped the malfunctioning device back to Ring.

• Initial Complaint

  Date:12/08/2022

  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.

  As the Ring device becomes more ubiquitous, the use and enjoyment of public sidewalks in residential neighborhoods like mine are severely diminished. I am aware that the range of the motion sensor, which triggers the abrupt warning and video-recording, can be adjusted to avoid public roads and walkways. Unfortunately, most users in my neighborhood are unaware of this feature, and their sensors pick up joggers on the sidewalk from the opposite side of the street. Unless this issue is addressed, ring may be causing a public nuisance. There may be privacy concerns if it gazes into the house across the street, as well as because the device records non-trespassers without consent
  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 8, 2022/12/30) */
  Hello********
  
  Thank you for your inquiry about the use of Ring in your neighborhood. Here at Ring, our mission is to help make neighborhoods safer, and we are always improving our products and services to meet that mission. Our devices are equipped with privacy features to encourage our users to respect their neighbor's privacy, and to always use Ring responsibly.
  
  During the device setup process for our video doorbells and security cameras, users are guided through various settings and options, including a feature called Privacy Zones. We also offer several support articles on our website that give users tips and tricks for how to optimally monitor their personal property, as well as when to seek guidance on the use of Ring within their local community. If you have specific questions regarding the use of security cameras in your community, we recommend consulting with your local municipality for more information.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (3000, 10, 2023/01/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response merely restates the concessions first acknowledged in my complaint that means of restricting the motion detection beam from public walkways EXIST. However, the anecdotal account that multiple ring devices in my neighborhood detect me walking on the sidewalk on the opposite side of the street is direct evidence that ring customers are not aware of, or not properly using the measures Ring provides. My suggestion to remedy this common misuse of the product that interferes with the use and enjoyment of public walkways in residential neighborhoods is to make the default range shorter so it I only detects people who approach the door, and allow users to extend it further to reach the boundary of their property. I understand that recording footage had been marketed to law enforcement or other agencies, and this may present a conflict of interest that may help explain why they would want a home security doorbell device to record on so many false alarms. The response from the company does not even acknowledge that it's devices are causing alarm to pedestrians on public walkways.
  
  
  Consumer Response /* (-5, 12, 2023/01/19) */
  I wish to apologize and retract part of my previous correspondence. I should not have presupposed Ring had any motive that would conflict with its willingness to respect the rights of pedestrians on neighborhood public walkways. My position is simply that despite the measures Ring has taken to allow individual customers to constrain their motion sensor to the boundaries of the land they own if they so choose, ring devices are so commonly being misused that it poses a public nuisance in it's interference with the use and enjoyment of public sidewalks. Pedestrians cannot even avoid the motion sensors by crossing the street in many cases. Having been made aware of this situation, I suggest that Ring should revise the setup and default functions so the motion sensor has a short range unless it is adjusted otherwise. They can come up with a better mechanism than I can; I don't mean to assign blame, only responsibility, and Ring can remedy this situation, that I have no doubt affects every residential area with sidewalks, with relative ease.
  
  
  Business Response /* (4000, 13, 2023/01/23) */
  Hello********
  
  We always encourage our users to use Ring responsibly and provide several resources on our Help Center to provide guidance on this.
  
  Ring does not build products and services for law enforcement, nor do we market to law enforcement.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:12/07/2022

  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.

  All of my "STARRED" records lost of my doorbell activity because 11/2022 I ordered Chime Pro wired & Transformer wired. But I received 2 Chime Pro Wired & no Transformer! 12/01 I called Ring & spoke to Supervisor **** ID#******. He told me to keep extra Chime Pro & he would mail Transformer today. But I never got email of shipping. So, 12/05/2022 I called back & spoke with Supervisor **** (Philippines). **** told me when he tried to send email to **************************** it is not going through. He told me he would check with Technical Dept. I held for about 30 mins then he told me Yahoo has stopped Ring from accessing my email. I told him I have been receiving all other emails from Ring through Thursday when I picked up my Chime Pro. But he said Yahoo has restricted Ring from emailing me. He asked if I had another email & I told him ******************** but that was my business email. I did not want to use that email, but I had no other choice at the time. It did not occur to me then if I used that email that all of my "STARRRED" records would be lost from my YAHOO email! (I just realized that morning 12/07/2022 & very upset about it which is why I am filing complaint!) After I ended the call, I called Yahoo. Yahoo employee told me to go to Settings& check my Filters & Security & Privacy on Yahoo email & I did & saw I had NOT filtered nor blocked Ring nor anyone else. I was flabbergasted! So 12/06/2022 I called @ 5 a.m. & spoke to ***** & told her I did not want to use my business email ******************** & to change back to **************************** because Yahoo told me they are not blocking Ring. ***** changed back to **************************** but I am not getting the Ring email with the LINK inside. To date I have received 3 emails from you but NO link inside titled, "Details About Your Recent Sign-in." When I click my APP, page comes up with "Checking Account Status" since 5 a.m. 12/07 after I spoke to *****! HELP! NEED RECORDS! APP NOT WORKING!!!!
  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/12/08) */
  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:12/06/2022

  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.

  Device malfunction
  Reported device not functioning
  Reported and requested replacement
  
  I have been met by cold transfers,
  Long wait time on hold to process my request for replacements.
  
  Devices include entire home security system. I pay yearly for insurance and protection on all my devices.
  
  I'm tired of being asked to trouble shoot, over and over. It's been 3 years and wear and tear is obvious sign.
  
  I have had one battery replacement and one camera replacement that was sent to me as a refurbished model.
  
  I was promised new replacements when I signed up. The district manager a kind and helpful wonderful CSR supervisor ****** same name as my only blood brother.
  
  Request:
  
  Replacement of my devices on this complaint form, immediately and boxes to return defective items.
  
  Secondly 1 year paid membership as a courtesy and apologist for lack of professionalism, operations chain of command, and negotiating the replacement in taking to many attempts to fix with self guided videos and tech support holding position on an experienced user, just ask me form questions fill it with me and send the replacement.
  
  I shouldn't be hassled for paid service, paid membership, and consumer wright to warranty and replacement products.
  

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2022/12/07) */
  Hello ****,
  
  Thank you for bringing this concern to our attention. I will have a member of our Executive Resolutions team reach out to speak with you further on this.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (3000, 7, 2022/12/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Based on the simple fact that the warranty guarantees the product and everything you sold me with the product. Please ensure that you also check the door sensor, as it has not yet had its battery replaced. Lastly I would really appreciate it that I don't need to be on the phone for a simple replacement product. In the future to same consumer needless time and effort please provide the batteries you sell with the products attached. Otherwise contact FCC and your warranty and tech department and put in plan english batteries sold separately. I spend 125+$ per year on the service and if it didn't included batteries then you should have the courtesy of telling the public and letting them know this product has only partial warranty or limited to: specific products parts or services.
  
  
  Business Response /* (4000, 9, 2022/12/19) */
  Hello ****,
  
  Thank you for your response. Our team provided you with one replacement battery as a one-time courtesy to ensure your Ring Alarm accessory is up and running. I've provided the Ring terms of service for your reference, which should answer your inquiry about future battery replacements. ******************
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (4200, 11, 2022/12/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Here's the absolute truth, and I'll be kind and considerate in my thoughts and my words. Actually, I asked kindly for all of the devices to be replaced into the new generation as I paid by yearly two years on the anniversary date of the second I was refuted. They said that even though devices are warranty, then I do to use you could have overtime issues with devices, but I my base station stopped working after 18 months. The other devices haven't even had battery replacement sent which all batteries decay 50% within two years of consistent use.
  
  I did have one battery replaced out of 2 devices that require batteries 50% of completing tasks easily assessed by supporting time of use and current known issues (aka the door sensor battery).
  
  I'm very grateful for the opportunity to continue feedback on how things progress but if you do create a product and essentially upgrade your product a warranty in most explained, logically cases would allow for one courtesy to fully experience as 3 year loyal customer the full member experience based on level of confidence and continuity of happening to feel genuine customer service satisfaction.
  
  I recommend the product and services highly and n my church and to my colleagues neighbours and our family members love it. Merry Christmas to everyone in BBB and Ring, happy holidays, prep for storm ïï��ï�� be very safe for goodness sakes. Godbless