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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:01/12/2023

    Type:Product 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 Series 3 is advertised as giving a 30 day trial of the collar. It is not working in our area. I have requested a return within the time frame via messages but get no response. There is no number to call the company.

  • Initial Complaint

    Date:01/12/2023

    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 purchased Fi collars for my 2 dogs. One of the collars has been malfunctioning. The collar keeps showing "Connecting to Network" and not actually telling me where my dog is and won't notify me if my dog has left our home. I began communicating with Fi support via email, which is the only way to communicate with them. Each response was within about a day or two. I was given instructions on how to fix the issue. After following all the steps and the collar continuing to malfunction, they requested pictures of the collar and serial number. Now it has been over a week and I've had no response. I have even put it in a new tickets to try to get a hold of somebody and even those have been ignored, I'm sure they can see it is me. In total, my dog has had this malfunctioning collar for over 2 months with about 1 and a half of those months of back and forth with this company and no resolve. It's caused my family and I so much frustration and stress not knowing if we would be able to track our dog if he ever escaped our home or if we lost him somewhere. This company has the worst customer support and I've seen it based on other complaints on BBB. I hope this complaint brings some resolution.

    Customer Answer

    Date: 01/19/2023

    Better Business Bureau:

    In reference to complaint ID ********, the company Fi reached out after putting in this complaint only to let me know that a replacement was shipped out. The replacement was delivered and is working to my expectations. I hope to not have another issue with this company because it will be another months long headache. I find this resolution to be satisfactory to me and the matter has been resolved. I appreciate BBB stepping in and contacting the company so that I can get a resolution. 


    Sincerely,

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



     


  • Initial Complaint

    Date:01/12/2023

    Type:Product 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.
    We have had a Series 2 Fi collar for a long time to keep track of our wandering hound dog. That collar fell off of her sometime this fall and I placed an order on 12/6/22 for a new series 3. We received an email about shipping delays and i reached out to customer service because I need to have a tracker on my dog. They suggested I purchase another series 2 for the time being and when my series 3 arrives I could return the 2 and get my money back. It seemed like a great compromise and i was thrilled to receive the collar a few days later. On 1/7/23 I received the series 3 in the mail. I immediately contacted customer service but was surprised when there seemed to be no live chat. I submitted several request for help in the days that followed. All promised a response by the next business day. This has typically been the case in the past. Nothing but automated promises of next day email responses. Live chat no longer works. Fi doesn't have a phone number to call. I found ********** that took me to an unmonitored voicemail. Quite disappointed in the lack of response. There is a online refund request but it requires an invoice number. My purchase was made through the live chat and I never received and invoice or confirmation email. I would like to return the series 2 collar and get my money back. If the business has gone under I would like to return both because I have paid for a years service which will mean nothing if they can't support the collars.

    Business Response

    Date: 01/27/2023

    Hi *****, 

    I see your return was received and processed on 01/25. Let us know if you need anything further. 

    Customer Answer

    Date: 01/30/2023

    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:01/11/2023

    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 ordered a series 3 collar on 11/25/22, invoice number *******. I finally received it on 1/6/23. I tried to go through the setup process but the Fi base will not connect to my phone, so I cannot set up the collar. I have tried using different phones, resetting the base, and resetting the collar, but nothing works. The base is clearly defective. I have contacted Fi several times asking for help/for a replacement base/for a refund (once per day since 1/6/23) but have received no response.

    Customer Answer

    Date: 01/13/2023

    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:01/11/2023

    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.
    Ive been unable to get a hold of someone for help. *** submitted emails and forms, but have yet to hear back from anyone. I love this product, but the new series 3 I received isnt working. So far no one is responding and there is no phone number to call. Its frustrating that there isnt a good way to reach someone for help.

    Customer Answer

    Date: 01/13/2023

    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:01/11/2023

    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.
    They withdrew money from my account but will not answer support tickets in the 24 hours promised. Their social media is full of people complaining that they cannot get assistance and not even the automatic assistant helps. There is no way to cancel a subscription without interacting with a person and no person will respond, which is unacceptable and unprofessional.

    Business Response

    Date: 01/25/2023

    Hi ******* 

    We see this account was closed on 1/12/23. Do you need anything further? 

  • Initial Complaint

    Date:01/11/2023

    Type:Product 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 Series 3 Fi Collar on November 26, 2022. The order was shipped on December 28, 2022. Once I received it, I attempted to activate. It did not work. I contacted the company for support and received no response. Therefore, I decided to take advantage of their 30 day money back guarantee. I requested a Return Merchandise Authorization as per their refund policy on January 5, 2023. I have attempted to follow up 2 times since the original contact on January 5th. I have received no response. There is no support number to call. I now believe they are waiting me out to get me beyond the 30 day period.

    Customer Answer

    Date: 01/12/2023

    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:01/10/2023

    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.
    Our collar stopped working a couple of weeks ago - placed the collar on the dock/charger, it not longer lights up blue, and in the app it just says "Searching for network" and reads that the collar is 99% charged. We went to the website and tried all of the troubleshooting options, but to no avail. We've opened THREE SEPARATE TICKETS and have not received ANY RESPONSE. Not only are we upset that we're paying for a service that is not being provided, but we're mostly angry that if our dog runs off we won't be able to find him. Not sure what else we can do, my partner and I have both opened tickets to try and get resolution.

    Business Response

    Date: 01/24/2023

    Hi ******, 

    We do see the team is awaiting your response on how to proceed. 

  • Initial Complaint

    Date:01/09/2023

    Type:Product 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.
    12/27/22 - Requested cancellation - via company support form - of subscription which was scheduled to renew on 1/9/23 12/27/22 - received email confirming receipt of request 1/4/23 - Received mail re: request ****** from ************* Customer Success - Offering me a monthly plan for renewal.1/4/23 @3:13pm PST - I replied to email as follows: "please cancel the subscription - we DO NOT wish to continue with the monthly plan you've offered.1/9/23 - We received notice indicating our subscription had been renewed for another year. In checking, a charge has been submitted to our credit card. - I replied to this email indicating that I had requested cancellation two weeks ago and that I wanted the subscription to be cancelled and credit issued to my card.This company makes it very difficult to receive product support and even more difficult to contact anyone to resolve issues. We no longer wish to do business with Fi/Barking Labs.Please help us cancel this subscription and obtain a refund.Thank you.

    Customer Answer

    Date: 01/10/2023

    Better Business Bureau:

    In reference to complaint ID ********


    Today we received notification from the business that our account has been cancelled and refund processed.  We are satisfied with this resolution.  Thank you.

    Sincerely,

    **



     


  • Initial Complaint

    Date:01/09/2023

    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.
    Around the middle of December, I started having issues with the series 2 constantly saying "searching for network" I would put it on the charging base to get it to say "live" mode but it would switch back to "searching for network" within ***** minutes. This has now been going on for about 3 weeks with no change. As someone who has a dog who is an escape artist, I need to know where she is at all times and also accurately tracks her movements. I sent in to customer support with no answer so I am now taking it to the next level to hopefully receive some type of answer. I would also like to cancel my subscription and get refunded.

    Business Response

    Date: 01/24/2023

    Hi ***** 


    We see the team confirmed your cancellation on 1/11/23. 

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