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Business Profile

Find A Pet

Fi

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Find A Pet.

Complaints

Customer Complaints Summary

  • 327 total complaints in the last 3 years.
  • 19 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:08/05/2025

    Type:Product Issues
    Status:
    Resolved
    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 Fi Smart Dog Collar for my pet with the understanding that it would provide reliable GPS tracking, activity monitoring, and peace of mind for pet safety. Unfortunately, my experience has been the opposite.The collar has been unreliable and inaccurate in tracking location, with frequent connectivity issues, delayed location updates, and false notifications of my dog leaving or entering the safe zone. Despite multiple attempts to troubleshoot the deviceresetting it, updating the app, and contacting supportthe problems persist.Customer support has been slow to respond and unhelpful, often providing generic responses or asking me to repeat steps I had already completed. I requested a refund or exchange, which was either ignored or denied despite the product not performing as advertised.This product is marketed as a high-tech safety tool for pets, but it has failed in its most basic function: accurate, real-time GPS tracking. I am left with a costly subscription and hardware that do not work as promised.

    Business Response

    Date: 08/07/2025

    The Fi Support team is working directly with the customer to resolve this issue.

    Customer Answer

    Date: 08/20/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that

     

    my complaint has NOT been resolved because there has not been any response from the company regarding my issue and I am still waiting for a resolution 

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    ******* *******




     

    Business Response

    Date: 09/29/2025

    The Fi Team has reached out to the customer directly to resolve the issue.

    Customer Answer

    Date: 09/30/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    ******* *******



     

  • Initial Complaint

    Date:07/27/2025

    Type:Product 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.
    Chat with Fi powered by ********** 2:46 PM fi avatar Welcome to Fi! I am your Virtual Assistant! To better assist you, please select from a topic below.I have a question about an existing order 2:47 PM fi avatar Are you looking for an update on the status/tracking of your order, or do you need to make a change to an order you recently placed, such as updating the shipping address?2:54 PM I am a long time customer. I have been able to utilize the ********************** collar and base system up until it stopped working a few moths ago. It seems your system was changed from being operable with 5G wifi to now only 2.4G. It appears to me this change occurred to compete with the longer range TRACTIVE company which had advertised longer range of service. Now my entire system is worthless. I called your support service, was told to check my system to be only of 2.4G WiFi. Then promptly hung up with no callback. Your company w fi avatar I understand your frustration with the connectivity issues and previous support experience. Would you like me to connect you with a Support Specialist who can provide dedicated assistance with your specific situation? (read more)2:56 *************** and this screenshot of my complaint will be posted on the Better Business Beaurue website.fi avatar Got it! I've sent this conversation to our specialist team. They will be in touch via email to ********************* shortly!2:57 PM Also send the complaint to your billing department for immediate refund of all of my premiums to date.2:58 PM fi avatar Since your case has already been escalated to our specialist team, they will be able to assist you with any billing or refund inquiries. They will review your situation thoroughly and follow up with you via email ********** file chosen Ask a detailed question...

    Business Response

    Date: 07/30/2025

    The Fi Support team is working directly with the customer to troubleshoot the issue.

  • Initial Complaint

    Date:07/24/2025

    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.
    I have been a subscriber for years but as time went on, the collar battery was worse and worse and we stopped using it around November 2024. I just noticed on my credit card that I was charged for my subscription that we have not been using for months now. I was charged in May but they (1) give you no warning they are about to renew like most ethical companies so and (2) they make it very difficult to cancel - I have tried before actually. You cannot cancel on the app and when you try they don't actually cancel it for you they just say someone will contact you. It is wrong for me to have to pay for something I am and did not use and it's wrong how they treat their members.

    Business Response

    Date: 07/30/2025

    The Fi team has resolved the issue directly with the customer.

  • Initial Complaint

    Date:07/01/2025

    Type:Product 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.
    I received a promotional collar from this company a year ago. I had no idea at the time that my credit card was used to automatically enroll me in a yearly membership. I haven't used the product, the app, nor have I received ANY communication from the company since. Today I received a notice that my credit card was used to purchase an annual membership. I did NOT authorize this. I am requesting a refund.

    Business Response

    Date: 07/09/2025

    The issue has been resolved directly with the customer.

  • Initial Complaint

    Date:06/29/2025

    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.
    Been subscribing for 2 dog $99 per year each for 5 years since 2020 Advertised free replacements and support as part of subscription. Both of mine have either broken completely or only work intermittently. I have contacted them through phone, email, and their online chat. And the only option is to pay for a new device and another year subscription when we still have over a year left on each colllar that we paid upfront.

    Business Response

    Date: 07/14/2025

    The issue has been resolved directly with the customer.

  • Initial Complaint

    Date:06/10/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 previously contacted the company to cancel my membership as I no longer have the collar which the membership subscription covers. I was charged a multi-year subscription for something I no longer have and requested to cancel.

    Business Response

    Date: 06/12/2025

    The Fi Support team has resolved this issue directly with the customer.

    Customer Answer

    Date: 06/13/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    ***** *****



     

  • Initial Complaint

    Date:06/05/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Device incorrectly ****************************** our dog as being outside of the safe zone. I've had this happen 4 times in the last 5 months. I have reported 3 of these and unable to report the 4th incident. No one answers the phone. I was on hold on Monday for 20 minutes and hung up. I was on hold yesterday for over 20 minutes and the system said "No agents are available, please call back later." and hung up. No way to leave a message or ask for call back.Thanks!

    Customer Answer

    Date: 06/06/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sorry to bother you and Thanks! 

    **** ******



     

  • Initial Complaint

    Date:05/11/2025

    Type:Order 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.
    I have had these collars for almost 2 months now and Fi has locked me out of the app because I refuse to change my location settings to always on instead of when using app. This seems very sketchy to me and was not disclosed when I signed up for the subscription service

    Business Response

    Date: 05/14/2025

    The Fi Support team has resolved the issue directly with the customer.

  • Initial Complaint

    Date:05/03/2025

    Type:Delivery 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.
    Ordered the collar from the an ad, the ad stated the 30 days no questions asked refund. When I tried to refund it they threaten restocking fees and are saying I have to pay for shipping, I am within the 30 day period. The collar is bad, the gps is wrong, and they used fake data and sell supplements which was not disclosed

    Business Response

    Date: 05/09/2025

    The Fi Support team has resolved the issue directly with the customer.

  • Initial Complaint

    Date:03/26/2025

    Type:Billing 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.
    This company is a bunch of scammers. I think its time to start a class action against them, now knowing I am in the same boat as 300+ people. They have no customer service. You try cancelling the subscription through the chat bot, and after begging 5 times, they say that they will cancel your subscription. WRONG. Instead, a few days later, they send a final email that will end up in your junk folder begging you to stay again. If you do not answer (and why would you, you already forgot about it thinking it was over), they charge you. I cancelled through chat bot on 11/11/24. Charged on 2/24/25 $106+. It is so unfair how you treat your customers. **** credit card disputed it successfully the first time, then FI charged it back. Now I can't dispute again. I will also be complaining to bark box, letting them know that this is how their sponsor does their business. It's just sad. Do not, ever buy fi. It's not a 6 month subscription, its a forever subscription

    Business Response

    Date: 03/28/2025

    The Fi Support team is actively working with the customer to resolve their billing issue.

Fi is NOT a BBB Accredited Business.

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