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:01/24/2023

  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.

  I've made multiple attempts to reach out to the company in efforts to cancel my membership, and have received no response. the make it so you have no access to payment information on your account. I want my membership cancelled and my payment information removed.

  Business Response

  Date: 02/05/2023

  Hi *****, 

  
  We see the team confirmed your cancellation on 1/28/23- do you need anything further at this time?

• Initial Complaint

  Date:01/24/2023

  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.

  Purchased two Series 3 collars & one extra charging base. The collar for my dog Sydney work fine. The collar for my dog ******** worked for a few days and stopped working and says Searching for Network. It has been saying that for *************************************************************** December 2022.. They offer no phone support. Their Robo chat function only refers to articles. I have followed articles in resetting but it doesn't reset and the lights do not turn green. I paid for a product that doesn't work & I am paying for 6 month of monitoring service that isn't working. I believe the chip in the collar has malfunctioned. The system diagnosis that unable to load info for ********'s collar. *********** additional contact email is ***************************** ********************************* ************ We just want a working product. We purchased this because ******** got out in November and we were frantic. We decided to pay for this expensive subscription for both of our digs and collars. Now we are paying and our 1 dog is not protected. I have opened numerous online cases with no response. Case #'s ******* ************* as well as leaving emails on their corporate site.

  Business Response

  Date: 02/17/2023

  We sent the customer a ******************************** that we will be sending a warranty replacement for her Fi Collar on Jan 25, 2023

  Customer Answer

  Date: 02/22/2023

  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:01/23/2023

  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.

  We purchased two collars from FI on December 19th Invoice number ******* and Invoice number ******* . Neither unit worked. One does not charge or turn on and the second just blinks green and runs the battery out in hours. I have reached out utilizing their website several times with zero success. They have no phone number to contact for help. I have two worthless collars and no way to get a resolution

  Business Response

  Date: 02/05/2023

  Hi *******, 

  We see the team has been in touch and confirmed a warranty replaced on 1/27/23- do you need anything further at this time?

• Initial Complaint

  Date:01/23/2023

  Type:Billing 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 have an annual subscription that renewed today. I knew I wanted to cancel and followed the instructions on the website for doing so. There is no phone number or email to reach out, only a submission form. I submitted my request on 1/4/2023 and received an automated response that they received my request and attempt to answer within 1 business day. 1/13/23 I finally got a response asking why I wanted to cancel and that they would honor my request to cancel if I wanted. I responded immediately asking to move forward with the cancellation. No response. I emailed again on 1/17/23 asking the status. No response. I was just charged the new yearly subscription rate. This is unacceptable for a subscription-based business.

  Customer Answer

  Date: 01/30/2023

  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:01/23/2023

  Type:Billing 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 was charged 4 unauthorized transactions of $200.81 with in 2 hours.

  Business Response

  Date: 02/05/2023

  Hi ******, 

  It looks like the team confirmed the billing was for subscriptions that had been set up and have not heard back from you. If you need anything further, please let them know. 

• Initial Complaint

  Date:01/23/2023

  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.

  I ordered two new Fi 3 series collars on January 1, 2023. I received them and neither collar will connect to a Netwerk. Constantly searching. I get NO NOTIFICATIONS at all. They will say they are connected to Wi-Fi in the home but once dog leaves the safe zone area they are untraceable. I have had the Fi 1 and 2 collars, and never had a problem at all with either. I have done everything as far as resetting collars, and re-download the app, resetting bases, and resetting collars. Ive started completely over in adding collars and bases with no change. Nothing has worked to get these collars as they should. I also have been reaching out by email for going on three weeks and no one has responded at all. These collars are useless to me at this point. I have absolutely loved these collars since day one and Im so disappointed at the fact that *** had no response to resolve this issue. Im not sure whether to return them or if I could switch back to the Fi 2. Without getting a response, I have no answers as to what to do next. In the past Id get instant answers and replies. I have two pets that leave home each day and have no clue where they are and have spent all this money and clearly have nothing at this point.

  Business Response

  Date: 02/16/2023

  We have responded to the customer on Feb 16, 2023 with an RMA and return instructions. 

• Initial Complaint

  Date:01/23/2023

  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 paid $300 (two dog tracking collars and 1 year of service) a year ago. When I recently needed assistance on one of the collars I made a warranty claim. Because the collar itself wasnt properly working. There was no damage of any sort to the collar. My first attempt to reach them was Dec 17th. I have since tried to contact them 12.88.22, 12.19.22, 12.22.22, 12.23.22, 12.27.22, 1.1.23, 1.2.23, 1.3.23, 1.4.23, 1.5.23, 1.8.24, 1.12.23, 1.13.23. ALL EMAILS. As this is the ONLY way you can contact them. I will get assigned to someone but then they never respond or someone will respond telling me to rest the collar (which I have) and then never respond. On 1.8.23 I submitted the email request (again ONLY WAY you can contact them) to cancel my subscription because I didnt want to pay for something that didnt work. They of course never responded and my card was charged $200. That was 14 days ago. I honestly do love the product (when it works) and I wouldnt mind paying for the service, IF IT WORKS, but they are avoiding giving me the warranty on my collar. It was over a month ago that I started the claim process. Plus taking $200 from me for a service they arent providing is really upsetting. If you go to their instagram or social media, you can see Im not the only one with this issue. A friend told me to contact you for help. Ive never done this before - but *** also never had this kind of issue with a company before. I do have all the emails and attempts Ive made for contact of you need. Ive even provided them with screenshots that they needed for the warranty.

  Business Response

  Date: 02/05/2023

  Hi ****, 

  It looks like the team is awaiting your response, please reply to their latest email at your earliest convenience. 

  Customer Answer

  Date: 02/10/2023

  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.
  They have sent a warranty replacement in the mail and credited me two months of service. 
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/23/2023

  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.

  For over the past year I have had nothing but horrendous problems with theSeries 2 GPS collars I got for my dogs. I had contacted their customer service several times (well over 20 times) about not getting notices when my dogs escaped past the threshold, as well as getting false notifications that my dogs escaped past the threshold. I would say maybe at most the collars worked accurately 30% of the time. I had every intention of not renewing after the first year, but I was stupidly convinced to try out the Series 3 collars with promises of much better connectivity and reliability, in addition I was promised a 50% off Black Friday deal. This company lied about their pricing and deal to thousands of customers, with no 50% off the entire purchase. There was no fine printing stating anywhere that it was only 50% off the first month if you paid monthly, instead you get a surprise charge of double what the series 2 costs. The collars were ordered so we though, ok lets give them a chance. We waited a month, still no collars. We reached out to them several times and asked for a full refund of all three collars because we were charged over $600 and still no collars. They said no problem at all. Now they are saying they only owe us a refund of maybe 2/3 of what we paid. We have contact our local news and our lawyers as we are fed up with being taken advantage of, scammed, given the go-around and ghosted. We had reached an amicable agreement for a full refund on all three collars and subscriptions, but now they are not following through and have not responded to any of our emails for over a week now. This company needs to be shut down, they are nothing but dishonest greedy scam artists taking advantage of pet owners. All we want is our full refund for collars and subscriptions we haven't gotten or used. They have blocked our ability to leave any comments or reviews on their social media platforms after we have left several negative reviews of our experience.

  Business Response

  Date: 02/16/2023

  Customer confirmed on Feb 14, 2023 with our team that they have they have received all of their refunds. 

  Customer Answer

  Date: 02/24/2023

  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. I can confirm that I have received my full refund that I was fighting to get back after a long time of arguing my case. 
  
  Sincerely,
  
  *************************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/20/2023

  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.

  Purchased a Fi collar along with a year's subscription last July for my active lab puppy. The collar simply died: no light when you put it on the base, it says "Searching for Network" on the app. I had talked with Fi in the past so I went to call. Their phone number has not only been removed from their website but there is no phone number to be found on the internet. Only option is to use the bot chat or email. I sent in a support request that came back with 'we're busy we'll contact you in a week' so I then opted for the chat. that led to filling out another request but then the Bot asked me if I needed anything else: I typed Representative. It then looped me in circles telling me an agent would be with me momentarily. Upon checking my email, I noticed that each time the bot looped me, it created a ticket. Numerous emails, 3 tickets, yet here we sit. I received an email from ***** in Cust Serv two days ago regarding a routine question I submitted about the base 3 weeks ago. I could actually see my other email in the thread she sent saying in caps: DEAD COLLAR with the details. Instead, she answered the routine question ignoring the urgent question. She added this: "We're working to reply to all of our customer as quickly as we can and unfortunately, if a customer writes back in again on the same email thread before we have had a chance to respond, our system automatically moves the email to the back of the line. "I didn't do that, I submitted a request on their site. the customer is blamed for having to contact them again for a defective product & moved to the back of the line? I replied asking her to respond to the urgent request. ***** did so by sending me links to a FI article to reset the base & ensure it's online. I've stated in my emails that I have reset the base numerous times - the collar is dead. Fi should be responsive & contact me not send me stock emails directing me to links on their website.

  Customer Answer

  Date: 02/02/2023

  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:01/19/2023

  Type:Product 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.

  Purchased new Fi collar and credit card was charged $210.72 on November 27, 2022. Did not receive new collar till January 6, 2023. Tried to connect the collar and was unable to through the app. Tried to contact company 10 times but no response. There is no phone number to speak with a person to get any resolution.

  Customer Answer

  Date: 01/29/2023

  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,
  
  ***********************