We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Find A Pet

Fi

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Find A Pet.

Complaints

Customer Complaints Summary

  • 328 total complaints in the last 3 years.
  • 24 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/01/2025

    Type:Product Issues
    Status:
    Answered
    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 received a promotional collar from this company a year ago. I had no idea at the time that my credit card was used to automatically enroll me in a yearly membership. I haven't used the product, the app, nor have I received ANY communication from the company since. Today I received a notice that my credit card was used to purchase an annual membership. I did NOT authorize this. I am requesting a refund.

    Business Response

    Date: 07/09/2025

    The issue has been resolved directly with the customer.

  • Initial Complaint

    Date:06/29/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Been subscribing for 2 dog $99 per year each for 5 years since 2020 Advertised free replacements and support as part of subscription. Both of mine have either broken completely or only work intermittently. I have contacted them through phone, email, and their online chat. And the only option is to pay for a new device and another year subscription when we still have over a year left on each colllar that we paid upfront.

    Business Response

    Date: 07/14/2025

    The issue has been resolved directly with the customer.

  • Initial Complaint

    Date:06/10/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 previously contacted the company to cancel my membership as I no longer have the collar which the membership subscription covers. I was charged a multi-year subscription for something I no longer have and requested to cancel.

    Business Response

    Date: 06/12/2025

    The Fi Support team has resolved this issue directly with the customer.

    Customer Answer

    Date: 06/13/2025

    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:06/05/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Device incorrectly ****************************** our dog as being outside of the safe zone. I've had this happen 4 times in the last 5 months. I have reported 3 of these and unable to report the 4th incident. No one answers the phone. I was on hold on Monday for 20 minutes and hung up. I was on hold yesterday for over 20 minutes and the system said "No agents are available, please call back later." and hung up. No way to leave a message or ask for call back.Thanks!

    Customer Answer

    Date: 06/06/2025

    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.

    Sorry to bother you and Thanks! 

    **** ******



     

  • Initial Complaint

    Date:05/11/2025

    Type:Order Issues
    Status:
    Answered
    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 had these collars for almost 2 months now and Fi has locked me out of the app because I refuse to change my location settings to always on instead of when using app. This seems very sketchy to me and was not disclosed when I signed up for the subscription service

    Business Response

    Date: 05/14/2025

    The Fi Support team has resolved the issue directly with the customer.

  • Initial Complaint

    Date:05/03/2025

    Type:Delivery Issues
    Status:
    Answered
    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.
    Ordered the collar from the an ad, the ad stated the 30 days no questions asked refund. When I tried to refund it they threaten restocking fees and are saying I have to pay for shipping, I am within the 30 day period. The collar is bad, the gps is wrong, and they used fake data and sell supplements which was not disclosed

    Business Response

    Date: 05/09/2025

    The Fi Support team has resolved the issue directly with the customer.

  • Initial Complaint

    Date:03/26/2025

    Type:Billing Issues
    Status:
    Answered
    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.
    This company is a bunch of scammers. I think its time to start a class action against them, now knowing I am in the same boat as 300+ people. They have no customer service. You try cancelling the subscription through the chat bot, and after begging 5 times, they say that they will cancel your subscription. WRONG. Instead, a few days later, they send a final email that will end up in your junk folder begging you to stay again. If you do not answer (and why would you, you already forgot about it thinking it was over), they charge you. I cancelled through chat bot on 11/11/24. Charged on 2/24/25 $106+. It is so unfair how you treat your customers. **** credit card disputed it successfully the first time, then FI charged it back. Now I can't dispute again. I will also be complaining to bark box, letting them know that this is how their sponsor does their business. It's just sad. Do not, ever buy fi. It's not a 6 month subscription, its a forever subscription

    Business Response

    Date: 03/28/2025

    The Fi Support team is actively working with the customer to resolve their billing issue.

  • Initial Complaint

    Date:02/18/2025

    Type:Order Issues
    Status:
    Resolved
    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 collar and signed up for a 6 month plan. I was charged for the 6 month plan up front. I then started noticing a monthly charge of $20.05 on my bank statement every month and started using chat to contact them about this. It was suppose to be fixed many times now. As of today, I reached out through chat and was told I have a 6 month plan and a monthly plan. I have 1 collar. I told them to cancel both and that I never signed up for a monthly plan as I only have 1 dog and 1 collar and they told me 1 have 1 month left on the monthly plan contract that I never signed up for and will not cancel that plan. The 6 month plan was already paid so they will not refund that and say it will terminate at the end of the time and not renew. They were refusing to cancel at first until I gave them a reason. This company needs to be closed down.

    Business Response

    Date: 02/20/2025

    The Fi Support team is happy to assist. However, we were unable to find an account or order linked to the email address and name provided. In order to resolve this issue, please provide a valid email address or name linked to your Fi account.

    Customer Answer

    Date: 02/20/2025

    The email address used for that account is ************************* I would like to continue to use the email on file with this complaint for this matter.

    Business Response

    Date: 04/14/2025

    The Fi Support team has resolved this issue directly with the customer.

    Customer Answer

    Date: 04/17/2025

    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:02/03/2025

    Type:Product Issues
    Status:
    Answered
    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.
    This is a formal complaint against Fi, a seller of smart dog collars, due to misleading advertising, deceptive subscription practices, and an intentionally difficult cancellation process.I purchased a dog crate from Impact on 12/7/24, which advertised a free collar with the promotion. Nowhere in the offer was it disclosed that this collar was a smart collar requiring a paid subscription from a separate company (Fi). When selecting the collar, I was also given an option for free vitamins for my dog. I accepted this, fully reading the fine print, which stated that it was a subscription service that could be canceled at any time.However, upon attempting to cancel the vitamin subscription within the first month, there were multiple barriers making cancellation impossible:No Account Access on Their Website The website provides no way for customers to manage their own subscriptions or cancel services directly.Automated and Unresponsive Support The only option for customer support is an automated chat system that provides no real assistance. Attempts to email their support resulted in automated responses stating that I must cancel through their mobile app.Forcing Unwanted Subscription ******** When downloading the app to cancel, I was required to activate the collars subscription, which I did not want in the first place.Long ********** with No Resolution After following their systems instructions to reach a live agent, I was forced to wait for hours, only for the chat to time out, erasing all previous conversations with no resolution.Currently, I have been unable to cancel the vitamin subscription despite numerous attempts, and I am being charged monthly for a product I dont want and cannot stop. Fis business model seems to be designed to trap consumers into ongoing charges with no legitimate means of cancellation, which is both unethical and borderline fraudulent.Investigate Fi for deceptive ads, unfair billing and poor service. ****** & refund me.

    Business Response

    Date: 02/04/2025

    The Fi Support team was not able to find an account with the information provided by the customer. However, we are happy to help via chat accessible through the Fi app or *****************************, we are also available by phone at ************** from 10 AM to 8 PM EST, and happy to assist with this request.

  • Initial Complaint

    Date:01/28/2025

    Type:Product Issues
    Status:
    Answered
    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 thought I had canceled my membership with FI YEARS AGO. When they emailed my husband and said they were renewing the membership, I was appalled we canceled pre 2019. He pays the credit cards and I didn't check after we canceled it. He asked me what that charge was and I said I canceled that years ago. When I went in to cancel it again, it was nearly impossible. You have to jump through all kinds of hoops to get to where you can cancel it. This company is a scam. Cant get anyone on the phone and the chat is useless. Another instance of scam billing. They need to be put out of business for their deceptive Business Practices.

    Business Response

    Date: 01/29/2025

    The Fi team has worked with the customer to resolve this issue.

Fi is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.