Business Profile

Dog Training

Halo Collar

Headquarters

Complaints

This profile includes complaints for Halo Collar's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

195 total complaints in the last 3 years.
76 complaints closed in the last 12 months.

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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:04/17/2024
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 2 halo dog collars from halocollar.com on March, 16, 2024. I have been attempting to return both collars (which have never been opened) since April 8th, 2024. My order number ******* and the two collars are 23-H2240328-RT and 23-H2182559-RT. To complete the return I went in to my new account per the initial order email instructions if I wished to return them. I can't get past the screen where I enter my order number - it just tells me every time that my order number doesn't exist. I attempted to use their Virtual Dog Park interactive live chat and sat waiting for someone to assist me for over an hour. I gave up and decided to email them. I have sent them a total of 8 emails and until yesterday I got nowhere but getting my order number back multiple times. This time I got the instructions on how to return my halo collars....the exact same instructions I used that continue to tell me my order number is incorrect. I tried again tonight, still I have an non existent order number. I have asked for their phone number, I have asked for their address, I have asked for a manual assist for a return authorization number. All to no avail. Please help. I have 5 dogs and having 2 collars just isn't going to work. I had hoped that it would. I have paid this company for the collars: $1,017.99 and an additional $407.58 for the halo care subscription plan combined with the silver subscription plan. I simply want to return the brand new unopened collars and get a refund for them and the subscriptions which were never activated.
Business Response
Date: 04/18/2024
We are so saddened to hear about this experience. A member of our management team has contacted for further assistance.
Customer Answer
Date: 05/03/2024
This issue has not been resolved. Order number ******* with Halo Collars. They have received the collars via fed ex return labels as provided by them . They received collars back on Wednesday 4/24/24 and to date I have not received any refund. I should receive two refunds: 1 for $407.58 and second one for $1017.99.

***** & ********************;
Business Response
Date: 05/03/2024
Hey *****,
I have personally reached out to regarding this issue via email. I hope to speak with you soon!
Initial Complaint
Date:04/16/2024
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 purchased a Halo dog collar on 3/6/2024 for my dog. The purchase process was easy and simple. I received the collar in a timely manner. Around the end of March I received a notification via the app that there was an issue with my collar and it needed to be replaced free of charge. I went through the proper steps and was told in the process that I would ship my old collar when I received a replacement collar. I have yet to receive the replacement collar. I have attempted to email the company and communicate via the app with no response to my support tickets multiple times. I just want my collar replaced with a proper functioning collar.
Business Response
Date: 04/18/2024
Were disheartened to hear about your experience and a member of our Management Team has contacted for further assistance
Customer Answer
Date: 04/18/2024
I have reviewed the business response and accept this resolution. The woman that called me today from Halo was very helpful, apologetic, and friendly! She went above and beyond to solve my complaint.
Initial Complaint
Date:04/10/2024
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 bought 4 collars for my dogs, discovered that 2 collars would not fit my 2 smaller dogs. Contacted HALO and they suggested returning those 2 collars. I then decided to return all 4 because it didnt resolve the issue of keeping all our dogs leaving the yard. The return policy states that all unopened collar boxes will get full refund minus shipping. I only opened 1 box. I got refunded $539 for 2 collars and $519 for the other 2. I paid $599 for each collar plus tax and shipping. I tried contacting them through the proper channels and the wait time was ridiculous.
Business Response
Date: 04/12/2024
We're discouraged to hear about your experience and a member of our Management Team will be reaching out to help soon.
Customer Answer
Date: 04/18/2024
I am rejecting this response because: they have not tried to reach out to me.
Business Response
Date: 04/22/2024
Hi ***,
We are saddened to hear that your issue has not been resolved. A member of our management team has contacted you directly to assist.
Customer Answer
Date: 04/22/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/09/2024
Type:Order 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 a Halo Collar in September 2022. I paid $682.63 for the collar and have been paying $4.49/month for the required subscription. I recently received an email telling me that the subscription rate is increasing by more double, $9.99/month. I have not requested any additional services nor upgraded anything. Halo essentially knows that you have no choice but to pay the higher rates or deal with the almost $700 dollar sunk cost of the collar. It seems Halo could increase their subscription rate whenever they want, and customers would have no choice but to pay the rate or have a useless collar. If the collar requires a subscription, customers should pay the same subscription rate for the duration that they own the collar. This practice of doubling the rate when I am tied to their product is underhanded and unethical.
Business Response
Date: 04/11/2024
Thank you for sharing your feedback and we're disheartened to see it came across that way. A member of our Management Team has already contacted to help further.
Initial Complaint
Date:04/05/2024
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 my Halo collar on 3/16/24 - I had no choice but to choose a plan. I paid a year in full.my dog hated the collar. I returned the collar on 3/25/24 for a full refund. I have called the customer support 8 times now, with being on hold for hours. I want my pre-paid ********** back of $ ****** This is the worst company to deal with.
Business Response
Date: 04/09/2024
We're sad to hear about your experience thus far. We sent an email yesterday with more information to help and will be following up again soon.
Initial Complaint
Date:04/05/2024
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.
Called and spoke with customer service representative before purchasing I was told that the product would work on t mobiles network. I received the product and attempted to set it up with nothing but disappointing actions. The product does not work on t mobiles network and did not perform to any standards I was very unhappy and reached out to customer service the day after receiving the product to file for a refund. Two weeks after shipping product back to manufacturer I received a partial refund in the amount of $686.35orignal purchase price was $735.63 plus and additional $61.10 making total $796.73 I am demanding the additional refund.
Business Response
Date: 04/09/2024
We're saddened to hear about your experience. We're seeing where you spoke with a member of our Management Team earlier and she'll be following up again soon to check in.
Initial Complaint
Date:04/04/2024
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 gps collars from this company directly. They did not work on our dogs and our dog went missing. The company finally responded and sent two new collars and a return label for the others. The replacement collars worked for a few days then stopped as the first ones did. I reached out to the same manager **** again and she has stopped replying to both email addresses I was given. We just want to return these and get a refund as their policy states.
Business Response
Date: 04/09/2024
We're disheartened to hear about your experience this far. We're seeing that you have return labels now and **** has been calling. Please let us know if there's anything else we can assist with and we'll be here to help.
Customer Answer
Date: 04/09/2024
I am rejecting this response because: I have not received a refund yet for the retuned collars., or a gift card for the shipping and restock as told by ****. Once we receive these we will proceed.
Business Response
Date: 04/09/2024
Thanks for letting us know. We're seeing that we recently emailed from the ticket and gave you a phone call with more information to help with your refund. Please let us know if you have any questions.
Initial Complaint
Date:04/01/2024
Type:Customer Service 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.
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
Date: 04/03/2024
We're disheartened to hear about your experience and a Manager will be reaching out to assist further.
Customer Answer
Date: 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 Answer
Date: 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
Date: 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
Date:03/27/2024
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.
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
Date: 04/03/2024
We're disheartened to hear about your experience thus far and our Management Team will be in contact soon.
Initial Complaint
Date:03/27/2024
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 purchased a Halo Collar from this company for 800 dollars(ish). After nearly 3 years it stops working and the error tells me I have to replace it.I called tech support and they said since it was 3 years, (it wasnt), i have to purchase a brand new collar for 800 dollars. I did not, and asked to cancel my subsribtion, and they didnt. I finally went online a little over a month ago and cancelled my montnly subsribtion and now, they just charged me for the month of March - April, even though i have not used the service in a year (ish) and they informed me it was cancelled (i have cancellation email from them).Please not only help me to get credited, but to even refund me my original purchase price from when i purchased the collar that they will not replace, nor repair. I would pay to have it repaired, they said NO. Please help, Thank you, *****************************
Customer Answer
Date: 04/11/2024
I am confused as to the reason you closed this complaint? I have only filed the one complaint, however you closed as a duplicate complaint. ? Please respond with an explanation on what i should do to move forward. Thank you

*****************************
Business Response
Date: 04/22/2024
We are saddened to hear about the experience you have had. A member of our management team has contacted you for further assistance.

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Halo Collar is BBB Accredited.