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Business Profile

Security Cameras

Ring
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

Customer Complaints Summary

  • 817 total complaints in the last 3 years.
  • 316 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/14/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 8/30 I ordered 2 Floodlight cam wired Pro
    On 9/9 they were delivered
    On 9/10 I tried to install them. After powering them up and spending approximately 3 hours troubleshooting with Tech support the camera came online and worked.
    On 9/10 10 minutes after hanging up from support at approx 610pm HST the camera stopped working
    On 9/11 I spent another 3 hours on the phone or troubleshooting with 2 agents and after a long time of working with them they stated the camera was bad and they would send me a new one. I specifically asked for a confirmation number and the agent said "When we hang up an email will be sent with that information"
    I never recieved an email
    On 9/12 and 9/13 I spent approximately 3 hours on hold and trying to get through to someone for assistance and I was unable to get a hold of a live person since I work until 7pm HST.
    On 9/14 I initiated a chat with support asking for the replacement information and the support had no record of a replacement being requested.
    I asked for a replacement and they refused to send me one due to me not having the MAC address despite me providing all other information such as order number, tracking number, my personal phone, email and physicall address
    I asked for a full refund and instructions on where to mail the defective products to and they refused to help me with that stating they dont deal with returns.
    I spend a total of about 9 hours of total time of trouble shooting, phone calls, hold and chatting with agents.

    I would like a full refund for the items I bought. I would also like a check for the amount of time and money I wasted trying to install a defective product, as well as the total amount of money I spent on running hard wires to the locations to install the cameras. My billable hourly rate is $250 per hour. I spent approximate $1000 on tools and parts to run the wires and my time. Hanging on a ladder 20ft in the air for hours on end with tech support is dangerous and they also need to change proce

    Business Response

    Date: 10/03/2022

    Business Response /* (1000, 5, 2022/09/15) */
    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 Special Ops team reach out to assist you further.

    Regards,
    The Ring Team

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