Additional Complaint Information
Customer Complaint:
BBB’s business profile for RingCentral, Inc. was created in April 2002. A review of the company’s file was done in February 2024. Complaints on file state issues with the company’s termination policy and of not being able to reduce the user licenses.
BBB recommends consumers to read the Terms of Service prior to agreeing to any commitments, with special attention to Section 3. Invoices and Payments, and 6. Termination.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Requested final invoice to cancel our contract back in February 2023. Invoice was emailed with instructions to call for payment, totaling $758.56. Ring Central never returned my call and all communication stopped. They continued withdrawing funds from our until October 2023 for a total of $824.72. At that time, we received a new debit card. We were recently were contacted by a law firm demanding payment because we breached our contract and *** $1,034.40. I provided her all of our documentation with lack of correspondence with Ring Central after receiving our final invoice. We tried multiple times via phone and email to cancel and settle our account back in 2023 and without any communication from Ring Central and now we are being contact for bad debt.Initial Complaint
09/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Ring product stopped working just shortly after their 1 year warranty passed. This is consistent with reports from many other customers who similarly experienced their ring products stop working shortly after the 1 year ***** The customer service agent (Ferliza) and escalating to her manager (*****) whom I talked to did not offer any resolution options other than a 35% discount on a new device but did not attempt to trouble shoot technically any further. This leads me to believe they are already aware their products fail and thus provided no actual stepwise process for a solution. My reason for reaching out to your team is so others are aware of this somewhat deceptive behavior from this company.Initial Complaint
09/14/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I HAVE BEEN TRYING TO CANCEL SERVICE FOR TWO WEEKS AND THE COMPANY SAYS CONTACT CHAT THE HOLD IS FOR TWO HOURS OR LONGER TYING TO DISCOURAGE CUSTOMERS FROM CANCELING SERVICE. THERE IS NO SELF HELP TO CANCEL AND THEY ARE HOLDING PAYMENT SOURCE HOSTAGE TO CONTIUE TO CHARGE FOR SERVICES YOU DO NOT WANT. IT IS IMPOSSIBLE TO SPEAK TO A *** YET THEY TELL YOU YOU NEED TO SPEAK TO A *** TO CANCEL SERVICE. I JUST WANT IT NOTATED AND PROCESSED TO CANCEL THIS SERVICE . I HAVE SENT MESSAGES THROUGH SUPPORT EMAIL AND WAITED TO SPEAK VIA CHAT AND PHONE CALL.I DO NOT NEED A CONVERSATION JUST CANCEL SERVICE. ************** / **************
Business response
10/03/2024
We worked with the customer and believe this has been addressed. Thank you.Customer response
10/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** *****Initial Complaint
09/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had tried canceling my ring account several times, and I've been on hold for over an hour, on the phone and over an hour waiting on their chatline queue. They are making it difficult to cancel the serviceBusiness response
09/23/2024
The account was cancelled. We were unable to confirm this with the customer so please let them know since they were unable to respond to us.Initial Complaint
09/12/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I received notification of a party no longer associated with either aforementioned organizations that there was, or remains, some form of contractual agreement between my two organizations and Ring Central. As no **** officer past or present has ever seen of signed an actual contract with Ring Central and no contract was ever presented to either my predecessor or myself, I suspect that either gross overstep has occurred or an act of fraud has been committed. On September 9, 2024, it was communicated to me via a Ring Central employee in customer service that there is no account with ********************** and the *************************************** or the *************************************** ****************** A transaction detail was submitted by *** ********* dated 8/5/2024 for $496.11. Bongaardt was relieved of his administrative duties on 12/31/2023, he did not have the authority to enter into contracts. Furthermore, as no contract has ever been submitted to either the *************************************** and *************************************** ****************** Furthermore, given the date of 8/5/2024, it is clear that Bongaardt had not authority whatsoever to add a "renewal of telephone services" of anything else even in the most favorable light, given his release from his administrative duties on 12/31/2024. There is also an outside chance that another party, equally restricted and having no authority to enter into contracts, may be involved in this inquiry, a ****** ****. Supposedly, Bongaardt "paid " for these services on 8/5/2024 by means of a CITI ADVANTAGE MASTERCARD ending in last four digits of #****.Business response
09/23/2024
This issue was resolved 9/17/2024. Thank you.Initial Complaint
09/11/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Signed up for fax service yesterday. They offer a free 7 day trial and say you can cancel at any time using the phone number provided. Important faxes were "sent" but never received by recipient. I tried to see what the problem was, but I cannot log into my account because the site doesn't recognize my username and password. When I try to select "forgot password" no link is sent (have tried this 10 times now on various pages). Spoke to *** on the phone to cancel. She said the only way to verify my account is to provide her with 14 of the 15 digits of my credit card!!! Then tried to cancel online but it requires me to enter a pin I never selected. Spent HOURS so far trying to cancel. I spoke to **** and they told me not to give them my 14 digits, so I won't. Will just dispute charge when it inevitably goes through. Complete c*** company!Business response
09/23/2024
We were able to contact and work with the customer and believe the issue has been resolved at this time. Thank you.Initial Complaint
09/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Ring Central did not clearly disclose to us that when we add new seats to our existing contract, we cannot remove seats once we no longer use the service/if an employee leaves.We have not been using Ring Central's services for 3 months (we went with a different phone provider in June 2024) and we are continually charged for 6 seats. We have been told we cannot remove the seats at all.Ring Central said we could buy out our contract at the 6-seat rate to end service with them, but this is predatory to not let us reduce the number of seats we have. We have told Ring Central that if they continue to charge us at the 6-seat rate monthly, we will begin filing disputes with our credit card company.Business response
10/03/2024
We have a reasonable expectation that the signed contract will be honored. We have discussed this matter with the customer and shared the relevant portion of the signed contract.Initial Complaint
09/05/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I've been a ring customer for 15 years , I was hacked my phone, email and identity theft, Ring will not release the base station I purchased with my account because the can't verify via my old hacked account I have been on the phone 4 hours and their resolution is to off me a 35 percent discount off a purchase of a new ring base station which is 300 that's not to mention all the cameras etc that came with my system or I added to it. I'm sure I'm not the only person hacked and what's my incentive to continue being a customer after I went through Identity theft, Ring is profiting off hackers. There is nothing wrong with my base they are crooks like the hacker.Business response
09/23/2024
This is for ********, the ****************. Not a RingCentral item.Initial Complaint
09/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have been trying to cancel my ring central account for 2 months now. Nobody is helping me. I have called them multiple times with now help. I was on the phone for 1 hour to cancel and they never cancelled. Instead tried to turn me into collections. I cannot login to my account to pay an outstanding bill. I then chatted with somebody on their chat service and they gave me my account representative. That person moved me to somebody else. That person then told me to reach out to customer service to cancel. So back to square 1. I call customer service again to cancel and it automatically hangs up on me telling me to login to my account. This is beyond ridiculous.Business response
09/23/2024
This item was resolved on 9/6/2024. Thank you.Customer response
09/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ************Initial Complaint
09/05/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Dear RingCentral Representative,I am writing to formally dispute the recent invoice for $36,574.78, citing breach of contract and early termination fees. Our company, ***************************, has faced ongoing issues with RingCentrals onboarding process for 10DLC registration and API integration, which hindered our ability to utilize the service. Despite numerous attempts, RingCentrals support team was unable to resolve these issues during our two-month trial ********* per the contract, we were entitled to proper onboarding support and service during the trial period, which RingCentral failed to provide. We attempted to integrate RingCentral with our CRM system to serve the 15% of our clients using your platform, but repeated delays and rejections made this impossible. This led to our inability to meet contract terms, which was caused by RingCentrals failure to deliver promised services.We respectfully request that you:Waive the early termination fee due to your breach of service obligations.Cancel the $36,574.78 invoice due to non-performance on your end.We are open to resolving this matter amicably but are prepared to pursue further action if necessary. I look forward to a prompt response and resolution.Sincerely,Business response
09/23/2024
We are continuing to work through a TCR regstration issue but some progress has been made here with the customer in regard to an agreement and refund.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
558 total complaints in the last 3 years.
212 complaints closed in the last 12 months.