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:10/26/2022

  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 my Ring Doorbell from Lowe's and I can't remember the exact date. The other day I noticed the plastic cover started getting bubbles and peeling a little. I contacted customer service and told them what was going on. I sent them pictures and they told me my warranty was up and the only thing they could do was offer a discount on a new one. I said, why should I have to pay for a defective unit that will do the same thing in a year or 2? There are a bunch of forums and bad reviews for this same ongoing issue with these Ring Door Bells. I would either like a new unit or a refund for my defective product. Please see attached pictures.
  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/10/27) */
  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:10/26/2022

  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 invested in ring products starting in 2017 originally when I built my house. I had decided to purchase these products due to their superior quality and great reputation. Recently, however, I have regretted my purchase due to the poor customer service follow up I have had in regards to these products. I currently have two floodlight cameras, one ring spotlight camera, and one ring doorbell camera. I have been having progressive issues with my floodlight and doorbell camera. I have reached out to ring in order to troubleshoot these devices multiple times and have indicated to them how it is a safety concern that these cameras are malfunctioning. Further more I pay a monthly fee to ring in order to retain the videos that are recorded, and those show the poor quality of the ring cameras. They have started becoming discolored and very blurry, and as per the troubleshooting steps, I have reset the devices numerous times. Once ring learned that the hardware reset did not work, they did not provide any follow up, rather they offered a 30% off coupon to repurchase the equipment that I originally invested over $1,000 and now has become faulty in just a few years. I believe that this is terrible customer service, I believe they should provide a repair or replacement for these products instead of asking me to invest another $500 to replace the items at my own cost. I would hope a company such as ring can stand by their products to a customer that has loyally used them and recommended them for over 5 years. I thank you in advance for your cooperation and look forward for an amicable resolution soon.
  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/10/27) */
  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:10/24/2022

  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.

  On 9/22/22 I purchased 2 qty Stick Up Cams & 2 qty Pan Tilt Mount w/ power adapter. Unfortunately the devices did not meet the requirements I needed for security monitoring. I went through the steps to initiate return for all the devices. The 2 qty Stick Up Cams had a standard form to initiate return that was completed easily. For the 2 qty Pan Tilt Mount w/ power adapter to initiate return it said "Sorry, to return this item, you'll need to contact our Ring Community Support Hotline. Please contact us at ************** so we can process your return." because it was not eligible for return though it was with in the 30 days to do. I called the 1-800 number and spoke to a CSR who was unable to process the return. I was then transferred to their supervisor who was also unable to process the return. I asked why and was told the system did not allow for it because the item is not returnable or refundable. I was ask to be sent the the verbiage from the return policy where it stated the exclusion of the pan tilt mount. From Rings website "Ring offers a 30-day refund policy from the date you receive your order to request a full refund. Here are some resources to help you with your return from our Customer Support Team.
  How do I return a Ring Product?
  For order numbers starting with ************************), you can begin the return process by visiting http://returns.narvar.com/ring/returns. Tip: you can find your order number in the body and the subject of your Ring order confirmation email. Search the email subject "Confirming Your Ring Order" in your inbox.
  For order numbers starting with **************************************************************************************
  Once completed, you will be able to print a ground shipping return label along with instructions on how to pack up and return your Ring products." I feel as though ring is committing fraud towards the consumer and passing off system error to the customer. All Items have been mail back.
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/10/25) */
  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:10/24/2022

  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.

  Spoke to *******, **** the supervisor at Ring. They cannot to assist with our trial to a full account.
  
  The trial converted and subscription took place the same day.
  
  They deleted the account and data the same day.. Citing a few hour lag though the business day is not over. We signed up Aug 26 and renewed Sept 25.
  
  We need our data that was recorded for those trial days.
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/10/25) */
  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:10/23/2022

  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.

  While using the ******** web interface to keep an eye on my elderly father outside I noticed that I could not figure out how to zoom in like I can on the mobile app. I utilized the chat feature at the lower right side of the screen to ask how to do this and was connected to "Jezily." After telling me double click on the video, which did nothing, and then having me change the zoom in my web browser, which also did nothing, she told me "this issues of yours is already our out of scope, You can try to do research on how to zoom in to your PC since the issue is in your PC."
  
  What??? Are you kidding me??? This girl has no idea how to use the zoom feature on the web interface that is otherwise simple to use on the app so instead she wants to blame the issue on my PC???
  
  I asked to speak to a supervisor but instead she disconnected me. Prior to that she tried to disconnect me saying that she hadn't heard back from me even though less than a minute had gone by and I was typing back to her. I copied the entire conversation and will attach it as an upload.
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/24) */
  Hello *******,
  
  Thank you for bringing this matter to our immediate attention. The Ring web app offers a full screen viewing experience to allow you to monitor important details in Ring videos. I will have a member of our Executive Resolutions team reach out to review the web app with you further.
  
  Regards,
  The Ring Team

• Initial Complaint

  Date:10/21/2022

  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.

  On Amazon Prime Day, I upgraded my Ring Doorbell to a Ring Doorbell 4. After 3 weeks the device began to malfunction and I followed all the trouble shooting suggestions on the ring help center. I ended up calling Ring Support on 19 September 2022 and went through Trouble shooting with a representative and they determined that my device was defective and that I would receive a replacement. I was informed that I would receive an email in 24-48 hrs with shipping notification and a tracking number.
  
  That email did not come and I knew that when I had originally ordered the Doorbell there had been a backlog so I gave it a week thinking there might still be low stock. So I called the next week, 26 September 2022 and informed them I had not received any information regarding shipping or updates regarding my replacement. I was sent a tracking number and told the tracking information would be updated in 24-48 hrs.
  
  I gave it another 2 weeks trying to be patient as things are inevitably slow. So I called a 3rd time on 17 October after checking the tracking number every 2-3 days and it never saying anything except "Label Created". Again I was told a message had been sent to "the warehouse" and it would take 24-48 hrs for shipping information to be updated on the tracking number that I had, but any updates would have to come from the warehouse and they didn't know how long it would take the warehouse to respond to the request for an update.
  
  I asked to speak to a supervisor (Total ********** by this Point). And at first the representative attempted to deny me stating the supervisor wouldn't tell me anything different. Well, the supervisor stated my doorbell would be expedited shipped and would be relieved in 3 days.
  
  It's 3 days today. I am currently on the phone with Ring. No device has arrived or even been shipped. According to all 4 representatives I have spoken to it is in stock. None of them know WHY I haven't gotten it, but they all know I need to wait 24-48 hrs.
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/24) */
  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:10/20/2022

  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.

  Good afternoon madame or sirs,
  I purchased a Ring Doorbell Pro for my home last year on September 2, 2021. I must admit I was very satisfied with the product and it provided my home with the security I desired. Here is the problem ironically after having the product for just over a year it stop working completely. The system went completely dead. At first I thought it was an internet problem so I tried several times to reconnect the system to no avail. I went through all of the instructions to reboot the device but none worked. The system finally said I didn't have power. I called an electrician out and he checked the transformer inside the doorbell inside of the house and it was putting out proper voltage. Then the electrician took the device off the Mount outside to check the wiring outside as this device is a hard wired device. There was ample power to the device. The device had malfunctioned and quit working right after the warranty had expired. I find that to be very suspicious. I called the support line and was given the I'm sorry but your device is out of warranty. We can only offer you a 35% discount on a new one. The catch to that was I had to order it from you all and I couldn't purchase the device from an authorized dealer. My dilemma was I needed the device today because I was heading out of town and I didn't want to leave my wife home with out surveillance. So I ended up purchasing a new device at Home Depot. My previous device cost me $200 after taxes but this new device was on sale for $135.99 plus tax which ended costing me $155.00 total. Needless to say I had to pay an electrician for service call and installation of a new device. After calling your support department I got the run arounds for nearly an hour trying to get the old device removed and switching my new device over to my account because I had just renewed my subscription plan. Again this sounds very suspect that my old device would go out exactly one month after the warranty. Refund
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/21) */
  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:10/18/2022

  Type:Customer Service 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 paid 500$ to get the full setup with ring and 20$ a month to have it monitored. The system keeps getting hacked and it stops working all the time the monitor system is worthless you can't contact a real person to get assistance they don't monitor for hackers this is a scam!
  

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2022/11/03) */
  Hello *****,
  
  Thank you for bringing this matter to our immediate attention. The safety and privacy of our Ring users is always at the forefront of our mission. To protect our Ring users, we have several features within the Ring app that will allow you full control of who can access your Ring account/devices. You can add or remove authorized users from your account at any time. We also have additional security measures in place to prevent any unauthorized access. A member of our Executive Resolutions team has been in touch to assist you with your account and we ask that you continue to work through your dedicated Resolutions Specialist for any questions that you may have.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (3000, 7, 2022/11/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They said they would refund my cost and sent a box with paid shipping for returning the product. I have not received anything from them yet. They just keep saying to tell them when to call again.
  
  
  Business Response /* (4000, 9, 2022/11/14) */
  Hello *****,
  
  The Executive Resolutions Specialist who is assigned to assist you has been trying to reach you over phone and email to assist you further. Please respond through the email thread you have established with them to continue receiving the assistance you need.
  
  Regards,
  The Ring Team
  
  
  Consumer Response /* (4200, 11, 2022/11/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I talked to them and they said they would refund the money and the amount of the service. That was fine but I never received the mailing label or box they said they would send. I gave them all the information needed to complete this process. Then they gave me a free pro service. I deleted the account. I don't need to speak to them again. They are trying to get me to keep the service. When I don't trust it anymore because it keeps getting hacked. They are using hard sell tactics.

• Initial Complaint

  Date:10/18/2022

  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.

  Recently i made a call to ring to ask about my issue and what i could do to fix the floodlight camera. The rep was really helpful and stated that i did need to replace the entire unit and that this one was out of warranty, but ring would send me one at no charge as a onetime help. I was excited to get my home security system working properly again as it is extremely dark on my street with no streetlights and security with a new family is my top priority. That was the first of four calls into ring, the second was to inquire about my order and when it might ship. the third and fourth calls were by far the worst customer service experience ever. On 10/12/22 i call tech support because when i tried mounting the camera i discovered that the old mounting bracket would not work for the new camera that was sent. The technical support tech first was hard to understand but more so had no idea what i was talking about to the point where i had to send photos to describe my exact situation. we spent almost an hour on the phone because of his inability and knowledge. Th tech tells me he is going to send me the "right" mounting bracket but i need a junction box which i told him for an hour there is no junction box. I finally had enough and knew he was not going to send me the correct hardware. When i finally get the shipping email i knew right away i was getting the wrong and wrong color hardware. which led me to my fourth and final call on 10/13/22 which was almost as worse as the one the day before. This customer service rep also didn't understand what i meant. I found the hardware on ring.com before she could and with my frustrations mounting i asked to speak to a supervisor as to which she said there was no one i could talk to and that she couldn't do anything about the wrong parts getting shipped until i received them which i did and they are wrong in the wrong color. Now i have no camera in that area. this have never happened, Please help
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/19) */
  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 Special Ops team reach out to assist you further.
  
  Regards,
  The Ring team

• Initial Complaint

  Date:10/16/2022

  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've been paying for the plan that includes the extended warranty and now my ring camera stopped working because of the flex cable. I called Ring and the first person said they can't help me because they no longer carry my camera. Ok not my problem! I'm still paying for the extended warranty. Instead Ring wants to sell me another camera. I asked for a refund since the extended warranty is no good and the supervisor stated no. So all this time I've been paying for a service that is useless to me. What a rip off!!
  
  Before I called I was willing to buy the flex cable. I checked on Amazon and ******** and they don't sell the flex cable.
  
  I work for a phone manufacturer and if the customer is paying for extended warranty and we don't have the same like and model we have no choice but to upgrade. I expected better from such a huge company. What a scam! I asked for Corporate contact info and***** stated they don't have any contact info.
  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/10/17) */
  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, 2022/10/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  ******** called me the next day and I received a replacement the following day. I just installed my new Ring and reactivated my Ring services. I am now a satisfied customer, not only because of the replacement, but also the quick and easy customer service experience with ********.