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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:01/06/2023

    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.
    I have been trying for days to cancel my subscription as it is supposed to renew in a few days but I cant get ahold of anyone. My dog passed away so I no longer have a need for the collar. When i reach out, it keeps directing me to email or the bot and I never get a response. I dont want to be charged for something when I have tried multiple times to cancel.

    Business Response

    Date: 01/20/2023

    Hi *********,

    Looks like our team was able to help with both your initial request and provide additional assistance. If you need anything further please email *************************************

  • Initial Complaint

    Date:01/05/2023

    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 two FI gps collars just over a year ago. Since the purchase one of the dogs has passed away and the collar for the other dog hasnt been used. I have attempted to contact FI to cancel the subscription multiple times over the last week and have yet to get a response from them. They do not have a phone number and they do not respond to emails. It seems the only way to keep the subscription from being charged a third time is to get a new Debit card which is fine except for the fact that Im now out $200+ dollars for a subscription I cant use and the hassle of updating payment methods for other companies. Very disappointing to say the least.

    Business Response

    Date: 01/20/2023

    Hi *******, 


    From your last message to us it appears all is handled here: 

    Jan 05 09:42 pm
    Thank you very much! I will retract my complaint with the BBB. I do however suggest a customer service phone number , I believe it would alleviate a lot of frustrations with your customers. Best regards

    Customer Answer

    Date: 01/23/2023

    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:01/05/2023

    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.
    The product does not work

    Business Response

    Date: 01/20/2023

    Hi *****, 

    Looks like you confirmed everything was working well on 1/6/23 and just reached out today asking for further support on a new issue- the team will be in touch shortly. 

  • Initial Complaint

    Date:01/05/2023

    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.
    On December 19, I received an email from Fi customer service saying that they would cancel an order for the FI series 3 collar. On December 29th I reminded Fi customer service that they should cancel the Fi Series 3 collar. On January 3 i received notice that they shipped the collar to me and still haven't refunded the money back. I sent another message to fi customer service asking what I should do with the collar I told them to cancel, and to get the refunded money back. The purpose of filing with BBB is to get attention from a different avenue,, other than email as they have not been responsive there. I'm looking for:1) What do i do with the FI Series 3 that was shipped to me?2) Refund for the Series three collar 3) You also charged me ***** for the series 2 replacement kit, but I only ordered, (and received) the replacement module which was *****. I have attempted to reach out about that as well, and have not received a response. T Not for others reading this, the website claims a one business day response.. This is not the case. It has been a week and no response from them on my emails. The whole reason I'm going through this is because the series two collar stopped charging for me, so I had to get a replacement quickly. I ordered a series three (only to find out that they were out of stock) so I asked for a replacement series two instead. They agreed to send it (which they did) and cancel the series three. So now i have multiple collars and am trying to rectify the issue.

    Business Response

    Date: 01/20/2023

    Hi ****, 

    It looks like you just replied to the team this week from their email on 1/9/23, they'll be in touch with next steps shortly. 

  • Initial Complaint

    Date:01/05/2023

    Type:Sales and Advertising 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.
    We purchased a Fi collar for our dog a couple of years ago. It didn't work well for her, so we stopped our monthly subscription. Again, that was a couple of years ago. On the morning of Jan 2, a $109.15 charge from Fi showed up under my debit card. I did not have an email from Fi. I had not received a call from Fi. I downloaded the Fi app. My profile was still active, but it didn't show that I had I a subscription, even though I read online that any active subscriptions show up in the app. Late in the evening on Jan 2, I received an automated email from Fi that I had been charged for a subscription.I immediately emailed Fi support to find out what happened. They don't have a phone number listed. Their website says they're in the office 7 days a week and that they try to respond to support requests within a few hours. I've now emailed them twice since Jan 2 and haven't received a response. I checked my bank statements for my debit and credit cards - I haven't had any charges from Fi that would indicate I had an ongoing subscription. (I haven't had any charges from Fi at all that I can see going back over a year) I tried contacting Fi through ********* but then I saw how many BBB complaints they have and I assume I'm being ignored.

    Business Response

    Date: 02/03/2023

    Hi ******, 

    I see the team confirmed your account was closed as of 1/18/23- do you need anything further at this time? 

  • Initial Complaint

    Date:01/05/2023

    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.
    Our Fi2 collar has stopped tracking steps and sleep since Dec 25th. I have attempted to contact the company multiple times with no response despite their online chat saying that it would connect me with someone every time Ive used it. Ive included photos of the issue in this complaint. I am paying a yearly subscription for this data and Fi is not providing it or responding to the issue at all. I have sought help on a Fi owners group and found that I am not the only person with this issue and Fi has been ignoring others requests for help as well. I want my collar working again, that is all.

    Business Response

    Date: 01/20/2023

    Hi *******, 

    Looks like you confirmed everything is working as expected on 1/4/23- let us know if you need anything else by contacting *****************

  • Initial Complaint

    Date:01/03/2023

    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.
    15 days before automatic renewal, I requested that the annual subscription not be renewed. Despite this, the business attempted to charge me $99 again. Thankfully, I anticipated this and used *********** to provide them a unique debit card number that I was able to ensure would decline their automatic attempt to take another $99 for their unreliable service.

    Business Response

    Date: 01/18/2023

    Hi ****, 

    We see there was a miscommunication when we did not hear from you, but this issue has now been resolved. 

  • Initial Complaint

    Date:01/03/2023

    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.
    I have sent several emails for this company to cancel my account and stop taking money outbid my checking account. They are very slow and will not do what I ask. At this time they are fraudulently taking money for an account subscription I no longer want. I want my account terminated immediately or will seek legal advice.

    Business Response

    Date: 01/18/2023

    Hi ******, 

    It looks like your account was closed in December, and this matter is now resolved. 

    Customer Answer

    Date: 01/19/2023

    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]

    This Company ignored 2 months of emails and posts on thier ******** page

    they continue to take out the monthly service charges knowing the difficulty on cancellation 

    this is unacceptable and a dirty way of collecting payments by not allowing a clients right to cancel promptly  I should be refunded at least 2 months payment   

     

     

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


    Sincerely,

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




     

  • Initial Complaint

    Date:01/03/2023

    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.
    Late November, 2022, I was debited $109 for another year satellite dog collar service from Fi. After unsuccessfully attempting to upgrade on 12/1/22, a few days later I decided to cancel and seek a refund on my service. After several attempts on their website/chat and 2 or 3 emails, I can not get anyone to speak to me or cancel my subscription.

    Business Response

    Date: 01/18/2023

    Hi ****, 

    I see you've confirmed with the team this has now been resolved. 

  • Initial Complaint

    Date:12/30/2022

    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.
    You can not get any help from this company. There is no phone number for customer service and the website doesn't work properly. The chat is strictly more suggestions to the links for questions and answers. I have two gift cards that are useless because they won't let me check out without giving another credit card or Paypal. I have emailed and got the same thing, more links. This is fraud in my opinion. Over ****** dollars was spent and nothing to show for it. I can't get any help!

    Business Response

    Date: 01/13/2023

    Hi *******, 


    We do see you've confirmed the issue here has been resolved. 

    Customer Answer

    Date: 01/18/2023

    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,

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



     

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