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:11/20/2022

  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.

  Ordered a very expensive doorbell on 11/12/22. Receiving tracking information almost the same day- then item sat with no movement for 10days. Called Ring customer service bc i was concerned their courier had lost item. Received no help, and instead was told it wasnt their problem and to wait another two weeks. This is crazy! This company has horrible customer service and uses cheap delivery service. Im livid.
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/21) */
  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:11/16/2022

  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.

  They charged me an annual fee and I no longer use the ring products so I tried to call bract and get a refund and they give instructions that do kit work and no one responds or answers calka
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/11/17) */
  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:11/15/2022

  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.

  On 11/14/22 purchased Spotlight Cam Plus (Solar) White through the Ring website for a grand total of $162.18. Since shipping was free, I chose expedited shipping and received my order 11/15/22; however, the item I received was Spotlight Cam Plus (Battery) White. I contacted Ring and it was a nightmare trying to get answers. I had to send them numerous pictures of the item I received and they needed something called a Mock number in order to proceed, though I had already provided them with my order number. They told me the Mock number was on the unit itself under the monitor, but there was no number. I provided the one and only number that was on the unit, but that was not what was needed. They required that I continue to look through everything for the Mock number, but ever number I provided them was not correct. Since I could not provide the Mock number they were not able to provide me with a status as to whether or not I would receive the solar panel at a later date, and they were not able to start a refund process due to not having the Mock number. In the event they were able to issue me a refund, they wanted me to establish an account with them, even though the transaction was paid for through PayPal. I did attempt to start a refund on my own before I called; however, the system was not able to find my account number that I was getting from they email confirmation from 11/14/22.
  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/11/16) */
  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
  
  
  Consumer Response /* (2000, 7, 2022/11/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The case can be closed as a full refund has been issued.

• Initial Complaint

  Date:11/14/2022

  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.

  Ring camera and solar panel began to malfunction after a couple months use. Battery no longer charges, October 14. Monitored and adjusted for 1 week. Without change, I contacted RING for replacement. October 21 they promised expedited 2-3 day shipping of replacement as the product is in warranty. Never arrived. November 2, called again, and promised the same expedited 2-3 day shipping of replacement. Never arrived. Novemeber 9, called again, spoke to manager, and promised me expedited 1-2 day shipping of replacement. Never arrived. Here it is November 14, and I have been without ring security for 31 days!
  
  Customer Service is AWFUL, unhelpful, unresponsive, untrained, argumentative, and inefficient. In the midst of this, I just got a package from a yard sign ordered April 1, 2022. Don't bother doing business with this company. Just a scam from what I can see. Service only comes when you file a complaint with the BBB.
  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 8, 2022/11/30) */
  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:11/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/10/22 at 12:11 pm, I entered my garage. I disarmed ring on my phone. The ring app on my phone has 3 choices, disarm, home, away. Nothing else. I entered my home to find the key pad on the wall blinking. Puzzled, I disarmed the system again. I did not press fire, yet the fire depart was sent to my home. Today, I called ring, spoke to ***, for 30 mins. She said the alarm came from my panic button I was alone in the home on the first floor. The panic buttons are on the second floor in bedrooms. No one pressed a panic button. I was still on the first floor. The fire depart. should not have been sent to my home. Why would ring send the fire depart if a panic button is pressed? Why not the police? Ring needs to get to the bottom of this. I did not press any buttons except disarm
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 6, 2022/11/21) */
  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:11/10/2022

  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 was a ring customer and I called them in June 2021 to terminate my service from them. I was told it would be off on 22 June 2021 and I would get my refund for the remaining 4 plus months left on my plan. Not only did they not send me my check but there charge my card another year . I haven't been in my house since June 22 2021. I spoke to a rep who refused to take my name and previous address of the account. I told her I don't know what was my account was and she said she could not help me without it despite I haven't been at my previous address of****************************************. I was getting nowhere with her and told me she had no supervisor. Also charged me for 107.25 for Nov 2021 and 2022. I just realized that today. I was told was I requested that my service be terminated on jun 22 2021 that it was going to be and I saw that it was off after I moved but they continued to charge my card twice which I didn't authorize. And they owe me my 2021 renewal fee and the four months remaining before Nov 2021 refund as well. This is fraud and deceit. My name is************. I also told them for forwarding address while I did the termination on jun2021 which is *************************** which I currently live. My phone number is***********. My current email address is *******************. my previous email address was ******************** thank you.
  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/11/11) */
  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:11/10/2022

  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 spent a significant amount of money for a complete ring system, including rear lighting and camera and front doorbell and cameras. After troubleshooting and failure to repair my doorbell and camera on October 15th, I was told I would receive a replacement. From October 16th to this point I still have no working front doorbell or camera and numerous calls to Ring, provide an apology and commitment of unit delivery within 5-7 days. Never any explanation for delivery delay, only that order is in process. It appears there standard response is ain't process. Would really appreciate a unit as promised and paid for.
  

  Business Response

  Date: 11/30/2022

  Business Response /* (1000, 5, 2022/11/11) */
  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:11/07/2022

  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.

  I have been using Ring for the past couple years own a few devices and never had problems until recently with replacements. I received a replacement for one of my spotlight cams and the replacement was defective. On September 19th 2022 my initial replacement for my replacement device was started. I was told I would receive a return label for the defective device and shipping information for my new device within 24-48 hours. After 10 business days and not receiving my replacement I called customer service and was told that something went wrong while processing my replacement and that it would be processed. I have had to call over 8 times and spoke with 5 supervisors since September 19th and wasted so many hours of my time. I have been told the item was out of stock and would take two weeks. After two weeks I was told that my item has been shipped and delivered (I never received the item or confirmation of the shipping at all). Then I was told my package was lost, my replacement would be expedited and was offered a credit. Still no Camera so I reached out AGAIN. I was told the last time that I spoke with a supervisor that the item was out of stock again and would take up to 2 weeks. I requested to speak with a Manager or someone other than a supervisor and was told that they did not have any one else available for me to speak with. I asked where I could file a complaint or speak with someone else that would be able to help me further and I keep getting told that there is no official place to file a complaint and that I'm just going to have to wait. IWell I waited another two weeks and at this point I'm just in awe. As a customer I feel that this is just unacceptable. It has almost been two months and I still have not received my replacement. I pay annually for my service and extra protection on my devices and do not feel like anybody should have to wait for two months to receive replacement for something that they pay extra for. I have kept documentation on all conv
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/11/08) */
  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:11/07/2022

  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.

  I have a Ring security system (Ring base station, doorbell, etc). The base station failed in September, 2022 and after numerous calls to Ring Support, a replacement was supposedly ordered on September 21, 2022. After weeks of not receiving the replacement device, I called in again and was promised that it would arrive in the week. We are now in our 3rd month and still waiting for a replacement base station, without which, my alarm system does not work. Ring support says they do not have any available to ship unless I am willing to buy a new one. To top it all off, they just charged me for another year of service, despite the fact that they are not providing me with any service since my base station does not work.
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/11/08) */
  Hello Bibbin,
  
  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:11/05/2022

  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.

  For over a month I have had problems with my ring alarm base station. I called and spoke to a customer service rep who had me do all the troubleshooting and then the call was sent to a upper tier tech who determines my base station needs to be replaced. So she put in the order for the replacement no issues said I would receive the replacement in 3 business days and I would get a tracking number. Well days go by and nothing happened. I call back and spoke to a customer service representative named ******** on 10/14/22 she looks and can see an order so she puts me on hold and says item is out of stock. I asked for a supervisor and was told they would say the same thing and new replacement should be shipped in 3-5 days. Well again a week later and nothing I call again spoke to another agent explained the situation again and got the run around meanwhile I'm explaining my alarm base station is starting to fail. She said the shipping department will contact me in 2 business days. Well guess what that didn't happen so I call again on 11/3/22 speak to another rep i again explain the situation that's now my alarm base station is failing miserably and im paying for a service and have a defective device. She checks and again I get the run around that it's not in stock with no time table for it now. So basically im paying my monitoring fee every single month and no one can figure this out. This is ridiculous.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/11/07) */
  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, 2022/11/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Everything is all set they have rectified all the issues