Complaints

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

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  Halo Collar

  5465 Legacy Dr STE 650 Plano, TX 75024-4171

  
• 

  Halo Collar

  50 Tice Boulevard, Suite 340 Westwood, NJ 07677

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:08/09/2023

  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 purchased a halo 3 collar it gave me trouble from the beginning the gpsss ** would not work right I joined chats . Shared my screen with them they did a reset on the collar from my end and theres and the collar still didnt work right I then send it back and they have the nerve to charge me for them sending me faulty equipment. Which is not right.

  Business Response

  Date: 08/10/2023

  We're sad to see there was an issue with your return. One of our Management Team members has contacted you directly to help with resolving this. 

  Customer Answer

  Date: 08/11/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/09/2023

  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 a Halo collar on 9/27/21 and received the collar mid October of 2021. In order to use the collar and set it up there is extensive training for both the owner and the dog so it took an additional 6 months to get my dog fully trained with the collar (well beyond the 60 day return window, essentially making the return window useless). I was really excited to use the collar as we have a 3 acre property in a rural part of CT that we wanted our dog to be able to roam on but fencing in would be too labor intensive and costly. Halo seemed like the best solution. Unfortunately, this was not the case. From March of 2022 to November of 2022 we attempted to use the collar as instructed. It was without fail that 90% of the time the collar would have multiple areas in the fence I set up on our property that would have weak signals and allow our dog to cross with no correction. There was no notification she had crossed a boundary nor any way to get in touch with or track the collar. Over these months reached out to customer service and "correct" the signal issue but nothing changed. We would recalibrate the device, leave it on at all times so while charging it could update, re draw the fence line so it was located in less obstructed areas...nothing worked. Our dog just kept getting out and I would just pray she would come home. Every once in a while on one of these escapes we would get a location **** on the phone and we would attempt to head in that direction, but there were so many times we just had no idea where she had gone. One time my husband even had to trek up a small mountain behind our house on someone's private property to go get her because she was so far into the mountain I don't think she would have found her way back. We stopped using the collar by the end of 2022 and feel like we were mislead by Halos marketing. We paid $699 for a collar that will now just sit in a cabinet because the product never worked as advertised.

  Business Response

  Date: 08/09/2023

  We're sad to hear about your experience thus far and we're here to help. We have one of our Order Specialists giving you a call to assist further. 

  Customer Answer

  Date: 08/16/2023

  I am rejecting this response because: the business claims to have reached out to me via phone but we have not been able to speak yet.  I have asked them to reach out to me via email instead.

• Initial Complaint

  Date:08/07/2023

  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 Halo collars and invisible fence sometime around July 13, 2023. I completed the purchase online. After 2 days I had not received any confirmation email on my purchase, nor did the purchase show up on my Affirm account.I called customer service on July 15. I was told that they have the order, it just has not been processed. They also informed me it should go through in another day or 2.Over a week after that, still nothing. I called customer service a second time on July 25th. The customer service rep I spoke to that day said he was seeing that the order was voided on July 16, one day after my first call. I did not take any steps to void my purchase, nor did I receive any email or phone call from Halo notifying me that the order was voided. The customer service rep I spoke to this second time stated he would try to get my order processed and that I would have an answer by the end of the day.Two days after that, I had still not heard from Halo. I emailed the company via their customer service review email they had sent me. Still no answer. I am beyond frustrated with this company, and now that I have seen what their customer service is like, I will make sure to file several reviews at various sites to try to prevent other potential customers to avoid going through what I have with Halo.

  Business Response

  Date: 08/08/2023

  Thank you so much for letting us know. We are currently looking into this and you will hear from one of our order specialists very soon. 

• Initial Complaint

  Date:08/04/2023

  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 purchased a Halo collar on 11/23/2022 and two collar straps on 12/1/2022, prior to my dog being born. Once the collar was received, I then learned through their instructional videos, that training should start when my dog is at least six months of age, so that he may understand how the collar is supposed to work. Per the instructions, I set up the fence and waited until **** to train him on the collar, as he was then the appropriate age to learn. Unfortunately, the collar was drastically inaccurate, saying he was over 100 feet in the ***** when in fact he was standing two feet from the house. I attempted to recreate the fence multiple times and each time the collar was greatly inaccurate. This made it impossible to train him on the fence boundaries and keep him safe. My dog already suffers from anxiety and stress, and the inaccuracy of the collar has only added to that. Upon the request of a refund, I was told that the window for a refund had closed and they would not give me my money back even though the collar had only been used for two weeks. Instead, they had offered to replace my "Halo 2" collar with a newer version of the collar, the "Halo 3". They further explained that they had received similar complaints and the new collar would be an improvement. While I expressed my appreciation for the new collar, I did not accept the offer as I believe it would not be in the best interest of myself or my dog to continue to use any of their products. I explained this to their support team over the phone and in an email sent on 7/22/2023 and have yet to hear a response. I would greatly appreciate a refund for my current Halo collar and straps. Any help that you could provide to resolve this matter would be greatly appreciated.

  Business Response

  Date: 08/05/2023

  We're sad to see there was an issue with your return. One of our Management Team members has contacted you directly to help with resolving this. 

• Initial Complaint

  Date:07/24/2023

  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.

  I have been trying to cancel my Halo subscription for weeks and can't get a call back, can't get a response to my emails, and am a hostage to this company. I called first and got a message that I could get a call back and not wait on hold, but didn't get a call back. Since then I have called about 15 times and can't even leave a message, or wait on hold, but am told that no agents are available and that I should "call back later". What kind of business is that? I need to cancel my subscription and just simply can't do so. Very frustrating.

  Business Response

  Date: 07/24/2023

  Hi *******,

  We are sorry to hear you had trouble canceling your subscription. Our records show that you were able to speak with an agent on Tuesday and your subscription has been successfully canceled. Please let us know if you need any additional help! 

  Customer Answer

  Date: 07/24/2023

  I have reviewed the business response and accept this resolution. It is incorrect though, I was never able to speak with an agent, but received an email that they had gotten my message and canceled it. I think this company would be much better served to have much better customer service b/c I like the product. 

• Initial Complaint

  Date:07/24/2023

  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.

  The halo collar is a total rip off. My dog was getting shocked well within the boundaries several times. I called them to cancel. Months ago. They still keep taking money from my account. Now I can't even get them on the phone. I want them to stop taking money from me.

  Business Response

  Date: 07/24/2023

  Hello *****,
  
  We apologize for any confusion regarding your subscription. Our records show that you contacted us on April 5th asking to cancel your subscription and our agent replied with instructions on how you are able to do it through your account on April 6th. We have gone ahead and canceled your subscription for you and refunded you for several of the past month's charges. We are reaching out to you via email to provide more specific information. We hope this helps!

  Customer Answer

  Date: 07/24/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/21/2023

  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.

  On March 13, 2023 I purchased and activated the Halo Dog Collar to see if it would be a viable option for our day. After less than 30-days of trying the Collar and experiencing several glitches involving the dog collar:1.) the collar would not keep a charge 2.) constant connectivity issues with both the collar and little sensor pod.3.) it became more of a hassle than a help.I requested an Return Material Authorization number and received RMA#: ****** on April 6, 2023 Returned collar and all accessories on April 10th at ************** Federal Express collection point.Halo Dog collar received the returned collar on April 12th, 10:13 am at the Halo Dog Collar **********, **. ***** location and Federal Express confirmed delivery.Complaint: I have never been refunded my money $699.99 plus tax and they continue to charge my credit card a monthly fee of $3.71.I need help in getting my refunds please

  Business Response

  Date: 07/21/2023

  We're sad to see there was a delay in your refund. I've already contacted our Return Specialist and they'll be in touch soon. 

• Initial Complaint

  Date:07/18/2023

  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.

  Finally pulled the trigger on two collars. Quite an investment, however with the 60 day money back guarantee decided it would be worth it. Watched the training videos several times, set and reset fence several times, and like many others have reviewed/complained, the collars give feedback randomly within fence, do not give it at boundary lines or warning lines consistently and overall are just not at all useful for the money. We contacted the Dog Park and were told they needed to be outside 7-8 hours a day to "learn" the area before they would work consistently. We reached out to request the refund (had collars approximately 2 weeks) and were told they were not eligible. Submitted customer service request as this must be a mistake, and have yet to receive contact from the company. So as of right now, we are out over $1,000 on the collars and subscription. Our experience has definitely been a buyer beware situation. The concept is great, the cost is such that it should be an excellent product, however the real world experience is quite a disappointment. Coupled with having to file a BBB complaint to get anyone to acknowledge the issue makes me want to warn anyone to stay away from Halo.

  Business Response

  Date: 07/18/2023

  We're sad to hear about your experience thus far and we'll do everything we can to help. One of our members of management will be contacting you shortly.

  Customer Answer

  Date: 07/18/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/14/2023

  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.

  Purchased the Halo Collar Feb 28. Have had nothing but problems with this ever since. It is completely inaccurate. It shocks the dog inappropriately both outside and inside, despite constant trials of reprogramming gps setting and updates which the company claims to push to the collar. The dog often is not contained. Now my neighbor has filed a civil suit claiming an injury due to my dog running across her yard and startling her. I am so angry and feel completely scammed by ****. They are playing with major liability. Their policy is that they cannot refund to any card other than the one used to make purchase but my card had suspicious activity and I had to get a new one. They claim a 60 day return policy but for the first several months of owning this junky collar they keep promising that it will work with gps updates etc. It has not. And I am one of many people who feel ripped of by this snake oil collar. I demand a FULL refund. Especially since I am now facing liability. If this civil case winds up going anywhere you can absolutely believe that I will be filing suit against Halo for ALL damages both to my neighbor and to me.

  Business Response

  Date: 07/15/2023

  We're saddened to hear about your experience thus far and this is definitely not our goal. One of our Management Team members will be reaching out soon to assist further. 

• Initial Complaint

  Date:06/22/2023

  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.

  My product never worked. The beacon that comes with the collar never communicated with the collar making it impossible to train my dog. Every time I contacted the Halo team they told me to watch more training videos or speak with their training team for "training tips". It was not user error, the product simply did not work. Every time I asked for my money back they sent me the same training links. I simply wanted my money back, for a product that I no longer believe in.

  Business Response

  Date: 06/22/2023

  We're sad to see you had a few Beacon issues. We've contacted one of our RMA Managers to research this further and you should be hearing from them regarding your return request soon.