ComplaintsforHalo Collar

• Initial Complaint

  04/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The Halo collar does not work. The satellite never picks up where my dog actually is in the yard and shocks her when she is well within the perimeters I have set on the collar. Ive contacted customer service about this numerous times and they are non-existent/non-responsive. They also tripled the charge on my card from $3.99/month to $9.99/month for the subscription and did not tell me. When I reached out to customer service about this they told me to deal with it. I have contacted my bank to dispute the charge, cancelled my subscription and plan to do away with the collar. It doesnt work and customer service doesnt do anything to help or make things right. False advertising a product that works is what this company is about and not taking responsibility for failed products other than tripling the fee for a subscription on a device that does not work.

  Business response

  04/03/2024

  We're disheartened to hear about your experience and a Manager will be reaching out to assist further. 

  Customer response

  04/03/2024

  A manager reached out and said they would replace the collar and provide a discounted annual subscription.  The manager said she would be sending over her contact information, along with emails with instructions on how to sign up for the discounted subscription and how to get the new collar under the warranty replacement and then she never did provide any of this as promised.  I cant contact her back and she never emailed me anything as promised.

  Customer response

  04/03/2024

  I am rejecting this response because:   A manager reached out this morning and promised she would email me her direct contact information, along with emails on how to get a free replacement collar and how to get a discounted yearly subscription and she never did.  I cant even contact her back because she never emailed me her information as promised.  This company still hasnt made this right.  I have a failed product, increased subscription fees, and non existent customer service and now I have a manager who has provided promises and offers and has not delivered on this as she said she would today. Why contact me with promises to make it right and then fail to deliver on that once more?

  Business response

  04/04/2024

  We're sad to see ****'s response didn't make it to your inbox. I've included a copy here, and **** will be calling in the near future. 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  initally purchased first halo collar on march 23, 2023 - collar worked for a short time, had difficulties and contacted halo support at the beginning of December as it appeared the collar was not ***************** warnings were not working, while dog was outside wifi area, satellite and gps did not work, could not connect to collar; additionally my dog was being shocked while in the house and within the boundaries and I would hear the collar randomly whistle while the dog was inside. I was given various methods to try to attempt to fix collar however none worked. Being outside the return period, we foolishly purchased a newer version of the collar hoping the issues would be resolved. second collar purchased 1/6/24 - this collar has not worked since getting it, my dog continues to go outside the boundaries, and has ended up on complete other properties that are well outside the bounds. I contacted halo support once again, who requested i send video/screen recordings of the issue, which i have - i have not received a response back despite recontacting multiple times, even asking if a new ticket needed to be created. Given the company has now doubled the cost of the monthly subscription, the collar should work, and the app should be more user friendly. the cost in amount paid toward business includes both collars - i have not included monthly subscription charges

  Business response

  04/03/2024

  We're disheartened to hear about your experience thus far and our Management Team will be in contact soon. 

• Initial Complaint

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Halo 3 collar in December. Since then I have tried getting help from support because my dog has been lost 3 times. We live on 4 acres in the country. Sometimes the app will show the collar sometimes it just spins and spins and spins and just says connecting to your collar or updating your collar. It is constantly saying it cant connect ..and it happens with my phone and my husbands phoneit has WiFi, cellular AND Bluetooth and it cant connect to any of it?!? This is some awesome technology!!! Sometimes it shows our dog half a mile away when he is actually with us behind our home and the collar will start beeping when he is clearly inside the fence. Sometimes we receive notifications he is outside the boundary and he is asleep in our living room. I have reached out for help SEVERAL times and the response I get is an email suggesting articles. That isnt HELPFUL!!!I bought a Halo 2 to see if it is different and also so I can see if they are really this awful or if something is wrong with mine or if its the 3. I spent ANOTHER $600 and my package came and inside the package was a usb beacon. I didnt order a beacon but I sure got charged for a beacon AND a collar. The email said the package has shipped and had a tracking number and it said it contained a beacon and a Halo 2 collar. No Halo 2 collar. That order was placed February 25th. I have now called several times, sent numerous emails and NO ONE has even responded. The shipping email for the collar I DID receive in December was for 2lbs. The shipment weight for my package in February was .5lbs..strange ..I supposedly had two items but it was a pound and a half lightercrazy!!! The company DOES NOT care about people. The customer service is not bad, its non existent. Buyer BEWARE!!!!!! Dont spend this kind of money for a product that doesnt work, a company that steals your money, and refuses to handle their wrong doing.

  Business response

  03/20/2024

  We're disheartened to hear about your experience thus far. A member of our Management Team will be reaching out soon with further assistance. 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Halo collar on 11/24/23 and decided to return it on 01/26/24. I had until 01/31/24 before the return window ended. I contacted Halo collar on 01/26 because I could not link the collar to my account without a confirmation number (which was required to submit a return). Halo did not send a confirmation email (which should have the confirmation number) when I purchased the collar, so I could not get the number until customer service gave it to me. Customer service replied to me via email a total of 10 different times, but would not give me the number. Finally, on 02/10/24 they gave me the confirmation number and I was able to link the collar to my account which now states the return window is closed. I have called customer service 2x now to remedy the return window, however, I have not received a response. I have been attempting to return this collar since 01/26/24 and due to the lack of customer service have been unable to do so.

  Business response

  03/20/2024

  We're saddened to see there was an issue with your return. A member of our Management Team is reviewing this and you should have an update shortly. 

  Customer response

  03/24/2024

  I have reviewed the business response and accept this resolution. 

  Business response

  04/11/2024

  We're saddened to hear about your experience with your refund. A member of our Management Team will be following up soon. 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased 2 Halo collars within 2 months of them coming out in December 2020. Despite many issues, we perservered and got them working with success. Both collars had to be replaced within a year, and both of the replacements lasted less than a year. We weren't eligible for another replacement. One of our dogs passed and we purchased the new and improved Halo 3 for a discounted price and received it around Feb. 1. It worked for two weeks and stopped charging. I was notified on the app to make a waranty claim.I did and it was rejected because i didn't do a zoom and try to problem solve. So I did that. They told me it was broken and to make a waranty claim. The claim had already been in for over a week.THEN, I get an email that states they haven't heard from me so they are cancelling my claim.I do the Dog Park zoom again. They agree it is broken and expedite the process around Feb. 28.It's March 6. Still no email, not correspondence, nothing. I called again. They assure me that someone will reach out by the end of the week. I have now been given a ticket number #**** I am over this company. Totally scammed us out of $2000. The product is amazing if it actually works. The wasted time and hassle of this collar is NOT worth it and the 14 pages of complaints proves it. My dog has been at risk for over a month and we are leaving on vacation for 3 weeks with a dog sitter. We will not have our dog protected from leaving our property. Halo claims our dogs are precious, blah blah blah. I have documents to prove all *********************** I feel sorry for their agents that have to deal with angry customers because of their lack of response to issues. They have a broken system. I want a refund so I can buy a collar from a company that cares and doesn't waste hours of my time trying to keep my dog safe. I recommend the collar when it works, it is an ***************. I do not recommend Halo as a company because customer service is non-exsistent, just lipservice.

  Customer response

  03/11/2024

  Three different emails came from Halo from three different people. I responded to each one of them asking them to not send me a replacement collar, I wanted to return my collar. They disallowed me to return the collar because it was already in the system for it to be replaced (I had waited over 3 weeks and no replacement came). After reading the complaints about the collar and their service team, I decided I would rather return the collar for a refund before my 60 days were up. They overnighted the replacement collar via ***** and it arrived on March 8. I then had to print labels and drive 30 miles to return it via *****. They still have not allowed me to return the broken collar for a refund. My window to return expires on April 4. We are leaving to go overseas and will not be back in time to return the collar for a refund. I explained that to them more than once with no response. One of the three people who responded finally emailed and said I can't return the broken collar for a refund until they receive the new one back they sent. No response to the fact I will miss their 60 day return window. THEN, I get an email asking me to rate my experience. These people obviously do not communicate with one another. I leave Wednesday for overseas and if they will not send me a label by tomorrow, I am not sure what will happen. From what I see in the complaints, they are very strict with the return policies. I do not feel this in any way is my fault and I truly believe they should honor my return when I get home. They drug the process on too long. If their customer service was better, I would have never know how bad they were because I would not have come to BBB and read all the complaints. ****** learned to read BBB before your purchase expensive items.

  Business response

  03/12/2024

  We're disheartened to hear about your experience thus far. A member of our Management Team contacted you and we're here to help if you have any quesitons. 

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a collar during the Black Friday sale. Initial setup was fine. I went through the training but unfortunately the collar did not work for my dog.I returned my collar within the window and I made sure to keep the tracking number. It arrived at the warehouse on January 16th, 2024. I have the ***** tracking info to prove it. See the screenshots attached.I finally got around to wondering why I had not been refunded last week. I contacted support and they said they would have to escalate to a manager. I just want my money back.

  Business response

  03/08/2024

  We're sad to see your refund took longer than usual to arrive. We're seeing that it was recently processed, but please let us know if any questions arise in the future. 

  Customer response

  03/09/2024

  I have reviewed the business response and accept this resolution. They gave me a refund after I filed this complaint.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Halo GPS Dog Collar on December 20th, 2023 on my credit card.I spent over 1 month working with Halo tech support trying to get the collar to give proper feedback, I was having too many issues with GPS accuracy and latency to be able to effectively train my dog to it. I tried all of the suggestions and advice from Halo as well as a replacement collar with improvement.I finally resolved that the collar would not work and returned the collar to Halo on their RMA #R-505714 on their ***** label 2708 1886 5120 which they received on February 15 (signed for by NNOSRATI). The policy as stated on their website, they will issue a refund within 7 days of receipt. The collar was returned in excellent condition.I have not yet received any refund or status of a refund. I have placed (5) calls to their customer support team, they just keep on responding that it is in process.

  Business response

  03/06/2024

  We're disheartened to see your refund has taken longer than usual. We have a member of our Management Team reviewing this and they'll be reaching out with an update soon. 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When purchasing a Halo collar on 1/24 my Chase card was denied. I then used my ***** Fargo card however both cards posted to Halo. I called on 1/25 and spoke to a customer representative named ******* about what happened. She asked to email her if both cards were charged. I got no response. I then spoke to **** who asked for copies of the charges on both cards which were sent via email. I continue to follow up but am told the *** team is handling it. Despite giving multiple emails and phone numbers to be contacted I have still not had a resolution for paying twice for one collar.

  Business response

  03/06/2024

  Thanks so much for letting us know and this is definitely not our goal. We have a member of our Management Team reviewing this and they'll be in touch with more information soon. 

  Customer response

  03/07/2024

  I am rejecting this response because the response has not resolved the issue of double paying for one collar.  I have called the customer service team on multiple occasions and given the same reassurance that someone from the *** team was going to get back to me soon about being double charged, but I have not been contacted.  I spoke to ******* on 1/25 and there was no follow up.  I spoke to **** on 2/1 and there was no follow up.  I spoke to ****** on 2/7 and there was no follow up.  I spoke with **** on 2/8 and there was no follow up.  I spoke to ***** on 2/20 and there was no follow up.  I spoke to Rabimbra on 2/23 and there was no follow up.  Each customer service representative apologized, stated they would contact the *** team that I was waiting for an answer, but no from the *** team contacted me.  On 3/4, I again spoke to **** and asked that it be escalated to a manager and was reassured that someone from the management team would contact me.  To date, I have not received a response from anyone from the *** or management team as to how I was to be reimbursed for being charged over $700.00 on two separate cards for one collar.  The resolution would be for one of the credit cards to be refunded the monies.

  *****

  Business response

  03/07/2024

  Thanks so much for letting us know. We have a member of our Management Team researching this further and we should have more information regarding your refund soon. 

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to order a halo collar for about a month now. The 1st attempt did not vote at all. The order was canceled by Halo.The second attempt led us to order a monthly subscription with the collar. The subscription was charged to my debit card, however the charge for the collar was again denied. The third attempt at ordering the collar was again denied, however charged my debit card a 2nd time for the monthly service charge only 2 weeks after the first monthly charge. We are unable to reach customer service and have emailed several times with no response.

  Business response

  02/28/2024

  We're disheartened to hear there was an issue with your order and that's definitely not our goal. A member of our Management Team is reviewing this and will be in touch shortly. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company made me buy a $650 collar for my dog, that does not work, and when I bought it told me it would be 4.99/month for a monitoring fee, now it is jumping to 10.99/month and there is no option to downgrade or go on a free plan. I did not agree to thee terms when I bought the collar so therefore would like to return the collar. I called and they cannot do anything about it.

  Business response

  02/23/2024

  We're saddened to hear about your experience thus far. A member of our Management Team is currently reviewing this and will be in touch shortly. 

*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. ↩