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Business Profile

Find A Pet

Fi

This business is NOT BBB Accredited.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/28/2024

    Type:Billing 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 attempted to cancel my FI membership approximately 3 months ago and thought it was all set. Today I received a notice from FI that my membership was being renewed for another year and $192.00 would be billed to my credit card. I checked and there was a temporary authorization for this amount. Once again I have attempted to cancel through the app, which appears to be the only way. I contacted my credit card company and was told I could dispute the amount when it posts, which I intend to do. I was also given a phone number that I could use to contact the company. When I called it, all I received was an automated message telling me to contact an email address. I do not want to pay for a service I no longer use, need, or want. From reading the complaints on the BBB, I see I am far from the first person to have this problem with FI.

    Business Response

    Date: 11/05/2024

    The Fi team resolved the issue and attempted to contact the customer. Their request has been *****************************.

    Customer Answer

    Date: 11/06/2024

    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:09/17/2024

    Type:Customer Service 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.
    Since 2021 , I was charged for a service that I never accessed, activated or used. I would like my account cancelled and our refunded.. this is ridiculous and even more ridiculous that you have 24 pages of COMPLAINTS!!!! There is no phone number and no one that really wants to resolve that situation and its really a shame you are giving this industry a bad name with your lack of customer service and follow thru. You should have every measure in place to track and monitor what occurred here, and be able to resolve proactively with the clients who ordered this in good faith.

    Business Response

    Date: 09/20/2024

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

  • Initial Complaint

    Date:09/12/2024

    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.
    I ordered a new series 3 on March 1 of 2024 with 24 months paid subscription. The entire point of this collar is to be able to gps track your dog. I noticed off and on when I had the 2 series that it wouldn't work and when I contacted them about it multiple times and they always told me I had to bring my phone with me and have it running in the background. I always do both. I stupidly thought maybe upgrading to this 3 in March may help. However the same BS was happening again so I contacted support AGAIN. They realized my device was defective and sent me a new one. They could not give me an explanation or reason as to why. So I had been using and paying for defective devices for years and when I asked them for support they just said to bring my phone with me, something I was already doing. Meanwhile they had been sending replacement info emails about how my current one was no longer reliable and the whole point of this device was moot. They gave me 30 days free. I get the new device and follow set up and delete instructions. It's now asking me to pay again for a new plan. I pre paid until March 1 2026 plus a free month so until April 1 2026. I just want my dog safely tracked aka the only reason I bought this device. They don't care about the safety of their devices and don't care about the safety of animals using them.

    Business Response

    Date: 09/25/2024

    The Fi team has contacted the customer to resolve the issue.

  • Initial Complaint

    Date:08/14/2024

    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.
    I ordered a dog collar and subscription on 8/10. I was charged but never received an order confirmation or invoice. I have tried multiple times to reach someone at this company. Their chat system never connects me to an agent (I have waited over 14 hours total), and they do not have a phone number to call. I have opened a dispute with my bank.

    Business Response

    Date: 08/15/2024

    The Fi team has reached out directly to the customer via phone call and email to resolve the issue.

  • Initial Complaint

    Date:08/07/2024

    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.
    1/18/2024 charged two separate changes of the $109.14 totaling $218.28 7/18/24 charged FOUR separate charges of $109.14 totaling $436.56 I canceled these services from this company November of last year via email bc they do not have a contact phone number! I have emailed them now every media platform and have been told to cancel through my app account. Which I had two accounts under two emails for some reason which would not allow me to then cancel via their app. I told the company this via email and they repeatedly told me they would cancel the auto drafts! I got a new debit card last December to attempt to stop them from drafting my account t without success. I have also reported them to my bank and this compa y is somehow still devoting my bank!

    Business Response

    Date: 09/04/2024

    The Fi team has contacted the customer to *************************** the issue has been resolved.

  • Initial Complaint

    Date:08/06/2024

    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.
    My collar has not worked for over two months. Trying to get customer support from this company takes weeks for them to answer and when they do I reply back immediately and they take another week to answer my question. I have receive two faulty replacements and my latest replacement I took a video of me taking it out of the package and putting it on the charger for it not to work again. Still paying monthly for something we cant use. It has been over a week since I sent the video of the replacement not working. I send another email asking if someone can get back to me, but nothing.

    Business Response

    Date: 08/08/2024

    The Fi team is working directly with the customer to resolve this issue.

    Customer Answer

    Date: 08/11/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [Your Answer Here]

    I am rejecting the business response because I would like to ensure delivery of the product and that it actually works this time.  I have been sent two replacements already that did not work.  I actually took a video of me opening it and putting it on the charger for it not to light up and sent it to customer service.  Has taken almost a month to get this sent back out.  I'm very surprised no one in management has not called me to address my situation.  Very disappointed. 

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    *********************




     

    Business Response

    Date: 08/29/2024

    The Fi team has provided a replacement device and is currently resolving the issue directly with the customer.

  • Initial Complaint

    Date:07/26/2024

    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.
    I ordered a bark box and they had a free promotion for a free collar, I never received my free collar but was charged a fee, now Im being charged $110 dollars for a subscription fee, that I never signed up for. **************** is horrible, cant get a hold of anyone. It says to cancel thru the app, which Ive tried, but I cant get past the linking the collar part because I never got one!!! WTH am I supposed to do?? Horrible service horrible company.

    Business Response

    Date: 07/31/2024

    The Fi team is communicating directly with the customer to resolve the issue.

  • Initial Complaint

    Date:07/08/2024

    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 business wont allow me to unsubscribe from a service I dont use and have never used. Their phone number will never connect to a human, they dont respond to my emails request*** unsubscription, and their website doesnt allow me to unsubscribe either. Im also go*** to dispute the charge with my credit card company and am effectively be*** forced to get a new credit card because I cannot cancel this F-*** subscription. Prevent*** customers from be*** able to unsubscribe like this must be illegal. Its only a matter of time that some enterpris*** lawyer will file a class action lawsuit against them.

    Business Response

    Date: 07/10/2024

    Fi received the first cancellation request from the customer on July 4th, 2024, and the ********************** Support team promptly resolved the issue directly with them.

  • Initial Complaint

    Date:07/01/2024

    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.
    Fi, I have been a customer for the last 2 years. My dogs ********************** collar stopped working so we stopped using it. We didnt realize we had been auto enrolled in a 2-year renewal subscription. Since using the collar, it broke around the 2 year ***** We also moved to a new state. The bank card you have on file is with a bank that doesnt have a branch in a 9 hour drive of where weve lived for the last 2 years. So that bank card hasnt been used since. Last week I noticed I had a withdrawal from that bank account which again hasnt been used in 2 years. Today I inquired with 2 of your chat agents and was informed since my account auto renewed for 2 years in mid-March, I wouldnt be offered a refund. Your agents are telling me I have to pay $180 for 22 months of service I cant/wont use. This is ridiculous. They offered me a credit. I dont want a credit. The collar lasted 2 years at best which is expensive when you consider the one-time payment fee and the $200 annual subscription. I wish your company could have chosen to be more considerate. Youre literally taking my money for not providing a service just because you can. That doesnt make it right. I will never buy anything from your company or its affiliates again and I will never recommend your products ever again. I realize I am only one customer, but soon enough the more people you do this to, its going to get around. If the collar worked and wasnt so expensive I wouldnt have a problem. But the collar lasted maybe a single day before it needed charging. So its too expensive to use and it doesnt work

    Business Response

    Date: 07/01/2024

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

  • Initial Complaint

    Date:06/25/2024

    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.
    I purchased the Fi collar and within less than a year the support bracket broke.They replaced it with another module. Again less than a year later this module broke also. Same exact spot. I did research on the internet and this is an ongoing problem.I have had the collar for 18 months and it broke twice same spot.They want me to pay to replace it or upgrade to version 3.The warranty does not reset the day they sent replacement. It continues from the first day of original purchase. So basically the 2nd module is not covered.As soon as I reported the broken module, a week after the support arm broke, it immediately quit chaging to full capacity. It was working fine until that point. The support arm has nothing to do with the charging.I believe they are purposely limiting the charge so I will upgrade. They have full control over the module remotely.

    Business Response

    Date: 07/01/2024

    The Fi team has reached out to the customer to resolve the issue directly.

Fi is NOT a BBB Accredited Business.

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