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:01/26/2023

  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.

  We ordered 2 collars May 18th 2022 and finally received them July 2nd and July 8th. Since then they have been sent back at least 4 different times with a 5th time in the process. First, the seals failed on both, then one stopped connecting, the other one then stop charging. Not to mention when we got one back from them, they had the wrong serial code in it resulting in not being able to connect the collar. Now this time, our other one stopped charging. They want to say that this time it's because of a tiny tear by the button. I get that my warrenty doesn't cover dog damage but they tried telling me there were bite marks. It's not a bite mark it's likely from dogs rough housing, like dogs do. If we haven't had so many constant and similar problems in the past, I wouldn't have a problem but he company doesn't seem to care, they just want your money. I was told last time in December that we would be getting a NEW collar due to all our problems but they sent us the same collar, just fixed(again). My warrenty is up in June and we are scared that these problems are going to continue and we are going to get screwed. These collars are not worth it. Now they want my to pay up to $750 for a small scratch in the collar that may have resulted in it stop charging which with the companies track record, I doubt it. The company seems to expect you to pay $1500 a collar and just deal with all the faulty equipment till your warrenty is up Well I feel I have given them more than patience and understanding. When I ask for a phone number to someone higher up, I get nothing. I have only asked to extend our warrenty which I feel is fair after all the problems we have dealt with due to faulty products. After doing more research now, I realize that they hide all their negative reviews and I'm disappointed. Company show no remorse or care for the customers. The picture is of the "bite mark" that caused the charging issue. The other collar that stopped charging a month ago had no marks.

  Business Response

  Date: 01/27/2023

  We have contacted this customer directly and discussed their ongoing issues. We have agreed to solutions privately and are bringing her units in for further inspection.

• Initial Complaint

  Date:12/14/2022

  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.

  I helped my son purchase this virtual perimeter fence for his dog. He lives on a large property in a small town in NM. I flew out to help him set up the fence and assist him with training the dog. He has had much difficulty with the product especially since the wireless network has upgraded from 2G to 4G. At this point, the system is basically useless and does not enforce the boundary for the dog. Recently, she got beyond the perimeter and was missing for over a day. Thankfully she had been picked up by animal control before she was injured. According to “customer service” the company insists that he upgrade to the new collar at an expense to hem of $500. My concern is that they sold him a product that they knew would be obsolete within a year. All he wants is to protect his dog. Making him pay to make $500 more to make the system work seems unfair given that they knew the system they sold him would not work for long since they recently upgraded their collar to fix the problems he is having with the original collar.

  Business Response

  Date: 12/16/2022

  Hello,
  Thank you for allowing us the opportunity to respond to the
  customer’s complaint. The customer originally purchased two of our
  first-generation collars in February of 2020, more than two and a half years
  ago.

  In September of 2021, we received requests from Susan to
  cancel her cell subscriptions with both of her collars and canceled them at
  that point in time. We also received a request in February of 2022 from her to
  transfer ownership of the collars to another individual.

  The customer had full functionality of the collars for the
  duration of her use, then gave the collars away after she had owned them for
  two years. When she contacted us recently, to the best of our knowledge, the
  customer had transferred ownership from herself to other individuals. Based on
  this alone, she would not have qualified for any of our upgrade programs.

  However, in an effort to maintain a strong customer relationship, our customer
  service agent offered her the same opportunity to upgrade the collar as every
  other customer who purchased in 2020 was offered, an upgrade cost of $500,
  which many other happy SpotOn customers have made.

  We will continue to honor that $500 upgrade option for the
  customer. 

• Initial Complaint

  Date:11/21/2022

  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 5/26/21 I purchased the spot
  On collar for my dog for nearly 1500 dollars. Since then I’ve had nothing but issues. I had constant issues trying to make a boundary and getting it to save and then less than 6 months after my 1500 purchase I lost access to why I bought the collar over the competition in the first place. My ability to track my dog, as well as the notifications of breaking containment and many many other sale points and pitches stated my the company. Now I can’t connect my collar to the computer even to update to the newest update. Like others I get offered the standard 500 dollars to upgrade the collar to a new generation, just 6 months after I spent nearly 1500. Unfortunately, I financially am unable to afford this and feel left out to dry. How can you promises all these features and then just take them away a few months after spending 1500 dollars? I also see that I’m
  Not the only one who lost the ability to do the software update to the collar.

  Business Response

  Date: 12/16/2022

  Hello,
  Thank
  you for allowing us the opportunity to respond to the customer’s complaint. The
  customer originally purchased his first-generation collar on May 26th,
  2021.

  The
  customer contacted us in April of 2022, asking if he was about to lose tracking
  functionality on his collar. We informed him that, due to the 3G shutdown, it
  was possible he would be losing tracking functions, but he was not being
  charged for them, and we could not determine when he would lose those functions
  as the networks had begun to shut down the networks throughout the area. At
  that point in time, we advised him we would be able to offer him an upgrade for
  $500 and a year of free tracking, a retail cost of $95.40. He indicated he was
  glad there was an upgrade program, but he was unable to afford the upgrade
  costs at that time. We had not heard from him until this complaint.

  In
  the complaint, the customer also indicated they were unable to update their
  current, Gen 1 collar on their computer for an update. As a service, we do
  offer software upgrades if the customer can ship the collar back to us for a
  service fee of $50. It’s worth noting, however, that this last collar update
  only transfers the ability to adjust static correction levels on the collar
  itself; it does not restore any tracking functions that are tied to 3rd party cellular services that have been mandated to shut down by the FCC.

  We
  will continue to honor that $500 upgrade option for the customer. 

• 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.

  I purchased the first SpotOn collar January of 2021 (the old version). It had constant problems, wouldn't charge, wouldn't turn on etc. This collar only worked for around 4 months. After a lot of time and phone calls, the collar just sat. SpotOn came out with a new version that they promised was better. I ordered the collar in May and set it up a few weeks later. About a month in, same problem with collar not charging or turning on. Had to call in and have them help me get through an update. The collar worked for another month or so, and then I found it laying in the yard. It had just come apart at a seam and fallen off! I had to send the collar in for warranty repair. They fixed it and sent it back. Less than two weeks later, I go out and the collar is not on my dog. I am assuming it fell apart again. I have looked for it for hours. SpotOn says there is nothing they will do to help, but they will sell me another collar. I have ALREADY spent $2000.00 on these collars, and SpotOn has a faulty product that they don't stand behind. I paid for two years of cell service for a collar that I don't have!

  Business Response

  Date: 11/14/2022

  Thank you for allowing us to respond. The customer contacted us about the collar first experiencing issues on October 4th. As per our warranty policy, we asked for pictures, and send a return label to take the collar back for inspection on October 5th. We received the collar on October 11th and began our inspection process. We made the determination that the collar was originally manufactured prior to certain updates in our processes, and those older processes led to a slight increase in collars experiencing the same malfunction as the customer experiences. Based on that inspection, we made the necessary repairs to the customer's collar, including using the updated processes that have, to date, resulted in no other errors of the same time occurring.

  We notified the customer of the repairs on October 13th. When the collar left our facility it had passed every inspection process.

  The customer contacted us on October 26th, indicating she had lost the collar. She had thought it was a similar issue she had experienced before, however, as mentioned above, once a collar has completed our updated manufacturing processes, we have never experienced the same issue. We were able to find the last known location of the customer's collar based on the GPS coordinates before the collar lost power. We did give those coordinates to the customer and attempted to guide the customer to that location. At the same time, we reminded the customer that the warranty is still valid for her collar, and that if she found it we would continue to honor the warranty. In the meantime, however, we can't determine if the reason the collar is lost is because of a defect not detected in an inspection less than two weeks prior, or because of other damage done to the collar that wouldn't be covered under warranty.

  For instances where collars are lost in this capacity, we do offer to sell a refurbished collar for $750. The other option, if the collar is found, is to inspect the collar and continue with the warranty process. We'd like to offer the refurbished collar to the customer for the price, and also reiterate our willingness to inspect the collar for any defects if it is found.