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

• 

  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:03/19/2025

  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.

  After purchasing the collar about one year ago and paying a monthly subscription. My Collar has a diagnostic issue unrelated to anything that I have done. They are sending me a new collar, but refusing to overnight it even though its an imperative part of our daily lives and considering he has recently started listening to the Collar and needs continual training in order for all the previous hard work to be meaningful. The collar gonna take over 7-10 days to get to my house, and they are also not going to reimburse me for the subscription days that the Collar isnt working for. The service customer service representative was extremely rude, after being recirculated through the app website and email. He was very Condescending and refused tohelp me annd also made it seem like it was my fault that the website wasnt working. He also refused to do any troubleshooting and to reset my Collar with a factory reset even just to make me happy. Overall, very frustrating experience and this man obviously shouldnt be working customer service.

  Business Response

  Date: 03/20/2025

  Hi ********,

  We're so sad to hear this and would love to help. A member of our management team will be reaching out shortly to assist you. We look forward to hearing from you!

   

• Initial Complaint

  Date:03/14/2025

  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 two halo 4 collars on 2/19/25. I paid a total of $1,249.45 including $19.99 nonrefundable shipping. I created a fence across approximately 1.5 acres with minimal trees and our house in the center. The collars immediately had accuracy and connectivity issues stating out of wifi, cell and bluetooth range. However, we have excellent cell and internet service. We also had several other issues and it's been very difficult to get a hold of anyone. The package was shipped through ***** and they stated that it only cost up to $12.60 for two-day shipping of that package. I returned the collars and was only refunded ********.

  Business Response

  Date: 03/17/2025

  Hi ******,

  We are so sad to hear about your experience. A member of our team will be reaching out to shortly to work to find a resolution. We can't wait to hear from you! 

• Initial Complaint

  Date:03/09/2025

  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.

  Initial transaction December 2024. Collars bought as **** gift with guarantee that return policy would be extended until gift was given and and the 60 day trial would begin then. Product was completely ineffective in ********** and when I tried to initiate return no customer service would even return calls or emails!! Very unprofessional and not honoring their agreement.

  Business Response

  Date: 03/10/2025

  We are so disheartened to hear about your experience. A member of our management team has just reached out to offer some assistance.
  
  

• Initial Complaint

  Date:03/07/2025

  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.

  Halo Collars website claims satisfaction guaranteed and returns are accepted with a $25 charge, provided the collar is returned without damage/wear or tear. I returned the unused collar within a day or two of delivery because it went unopened for a day. The collar was too heavy for my mini doodle. The online description reads its suitable for dogs with a particular neck size but does not tell the consumer how to consider weight of the heaviness of the collar. My pup was unable to carry the weight of the collar.I returned the item according to the manufacturers specifications but was refunded less than advertised on the website. The company kept $55 instead pf $25 as advertised on their website.

  Business Response

  Date: 03/10/2025

  Hi *****, We are so disappointed to hear about your experience. A member of our team has just reached out to assist you. 

  We look forward to hearing from you soon!

• Initial Complaint

  Date:03/07/2025

  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.

  We have gone through three halo collars since November, all have stopped working. Each time the collars fail halo customer service is completely unresponsive and slow to ship a replacement. The first replacement was a "refurbished" collar that was faulty upon delivery. We then waited weeks for response/replacement. I am now here with the third broken collar and the only thing close to customer service is their "virtual dog park" of which you must be a paying member to access. I am forced to keep paying a subscription for a non working collar just to keep reminding customer service that i exist. No one will respond to emails or phone calls. I belive that this business model is purely fraud in which they make you pay for a subscription to hopefully get a resolution to your problem. I just want to cancel this service and return this unusable product for a refund. Halo is endangering my dog.

  Business Response

  Date: 03/10/2025

  Hi *****, We are so sad to hear this! It looks like a member of our team has called you to assist with the return. We are looking forward to continuing to resolve this for you! 

• Initial Complaint

  Date:02/28/2025

  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 two halo collars for my dogs. However now I have a fence so I dont need them anymore. I have been trying to cancel my monthly plan but have been given nothing but the run around. First I was told to pay a missed monthly payment which I did. The cancel button is greyed out and I still cannot cancel: now they want me to update my card: I am not giving them a current card: there is absolutely no reason they need a valid card to cancel my account.

  Business Response

  Date: 03/03/2025

  Hi Joy, 

  We are so sad to hear about this! A member of our team has reached out via email to assist you. We look forward to finding a resolution!

• Initial Complaint

  Date:02/25/2025

  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.

  I returned a $600 dog collar to Halo. They acknowledged receipt of the collar & told me in an email that I would be refunded. Its been a **************** has been refunded. Ive emailed, called, reached out on social media, & they will not respond. Theyve essentially stolen $600 from ********* will not respond.

  Business Response

  Date: 02/26/2025

  Hi *******, We are so sad to hear about your experience. A member of our team has reached out to you regarding your refund and provided you with the necessary information to track those funds. If there is anything else we can help you with, please don't hesitate to respond to that email!

• Initial Complaint

  Date:02/24/2025

  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.

  Bought the Halo 4 for my dog based on marketing, product worked well for 3 months, and much like others it just stopped charging and failed to turn on again. There is no damage to the unit, we called technical support immediately, couldnt get it to turn on with them on the phone and was told it was being escalated to Tier 2 support and would take about a week. Now fast forward a month and no further response even after reaching out two additional times to their customer service. Only to be told computers fail everyday and that my ticket is still waiting for Tier 2 support review. This product is advertised as a safety and containment device, have no urgency to handle what is a clear defect based on many claims of this very same problem by others, is completely unacceptable.

  Business Response

  Date: 02/24/2025

  Hi ******,

  We are so sad to hear about your experience. This is certainly not the kind of service we aim to provide. It does appear that our Tier 2 team was able to take a look at the collar and it will need to be replaced. We apologize for the delay, as well as the inconvenience this has caused you. Our team has reached out to you via email with the next steps- we look forward to hearing back from you soon!

• Initial Complaint

  Date:02/15/2025

  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 a halo collar directly from the halo collar website, set it up the day I got it made my fences. Then walked the fences with the halo collar in my hand. Every time I was near a tree the collar would go into the mode that my dog was near a building and turn off all corrections? So made my fence area smaller to avoid the trees on the back side of my property walked the fence everything seemed fine so I put the collar on my dog she likes to wander out in the *****, she walked straight up the hill towards the ***** the collar looses GPS signal and turns off corrections so she runs out in the back 40 I know she will come back so I wait. The halo app showed her last location where she lost GPS signal, 20 minutes later she is standing at the front door of the house wanting to get inside and the halo collar app still shows her last known location up in the backyard where it lost GPS signal. I took the halo collar off my dog and observed the app, 45 minutes after she came back to the house it finally relocated the collar. Needless to say if you live somewhere that your dog could be in danger please dont buy this collar. So then the really fun part starts I have $749.47 invested into this purchase with the collar and I paid for the annual subscription, I put it back in the box requested a return took it straight to town less then 6 hours from receiving it in the mail. They refunded my subscription cost the next day $109.74 then almost a week later they received my return and they refunded me $589.20 so it cost me $50.53 to try it out? Only reason I purchased was because their website said 90 day Money back guarantee I could understand if I had kept the collar and used it but I only had it out of the box for 3-4 hours all of which nothing seemed to work as they advertised it on the website. This feels very false advertised as the website literally says it works in rural areas? Im not even close to a rural area.

  Business Response

  Date: 02/17/2025

  Hey *********, We are so sad to hear about your experience! A member of our management team has just reached out to assist you and offer a resolution! We look forward to hearing from you. 

  Customer Answer

  Date: 02/17/2025

  I have reviewed the business response and they have refunded me, however I still think they should fix their website and not be advertising that these collars are good for rural wooded areas as this is a false statement and they are targeting a customer who will not be purchasing a functional product for their location. And it could be putting dogs in danger when the customer has a false sense of safety when the dog is wearing the halo collar. 

• Initial Complaint

  Date:02/03/2025

  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 have been attempting to cancel my Halo Collar subscription. They will not cancel my subscription stating that i owe the last two months. This is incorrect. My bank has made payments to them on 12/22/24 and 1/22/25 for the amount of the monthly plan $15.10. I sent them confirmation of my bank statement showing this. They said i can only cancel through the account online. I have tried this, however it will not allow me as it shows a past due status. They are requesting a new card number to correct this claiming mine is invalid. This is also incorrect as it was a new card in December and i continue to use it daily. I have spoke with several different people over the phone ( most recently 2/3/25) and they keep insisting my card is invalid and it can only be cancelled online with a new card.

  Business Response

  Date: 02/04/2025

  Hi there, 

  We are so sad to hear about this. A member of our management team has reached out to assist you. 

  We look forward to hearing from you.