Complaints

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:12/29/2022

  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.

  We own and pay for the premium service on 2 collars. One collar is fine. Other collar stops tracking every day at least once and requires a reset every day to get it working again. I have emailed the company every 2-3 days for over 2 weeks with no response. I continue to send emails with no response. I have sent pictures of their app with the failures and nothing. This is designed to be a safety device that alerts when the dog has left the zone. With the device failing every 12 hours, it is essentially useless. The attached pictures show the last 4 days where the collar was on the dog **** and yet not functioning at times. Their total lack of communication makes this company a bad business. The ******** owner page reported that the company owner left the page due to the numerous complaints about lack of customer service communication.

  Business Response

  Date: 01/13/2023

  Hello, 

  We believe this case can be closed as we see you proceeded with a warranty claim on December 30th, and have not been in touch since. 

• Initial Complaint

  Date:12/29/2022

  Type:Delivery 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.

  Ordered a series 3 collar to replace my series 2 collar from this company. Received an email shortly after stating they were back ordered and if I wanted to change my order, I should respond to that email. I did as I wanted to cancel because I spend the ******* in ******* and it makes no sense for me to wait for the upgrade. I travel for work and it would be too difficult for them to ship it to me. I ordered it because it said it would be there within two weeks. I have since exchanged at least 15 emails back-and-forth with customer representative giving me the runaround and not getting this order canceled. They offeed me free stuff, I dont want free stuff, I want to cancel the order. The last email I had from them was that they would cancel the order. They just needed to know if I was going to continue with my series 2 collar, which I told him I would. This morning I received an email that the series 3 color has been shipped. The collar I have been trying to cancel for weeks. I am no longer at the address that its being shipped to, I left there sometime ago. They have done everything to delay the return of this product so that they would not lose the money. This is ridiculously bad business practice. I ordered from them in good faith, they could not deliver, and now I am still stuck paying for something that I will probably never see.

  Business Response

  Date: 01/13/2023

  Hi ****, 

  It looks like this matter was resolved on 12/29/2022. 

• Initial Complaint

  Date:12/29/2022

  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 a Series2 caller locked in reset mode. I cannot get out of the screen I cannot download anything I am disabled I had a stroke several years back and a similar problem was taken care of in less than five minutes with a phone call from their tech-support. Their bot only steers mate to buy their series 3 collar and I have a brand new series 2 collar I want to transfer to my current account all I need is a phone call from a live person. This happened about a year ago when I got my first collar that is currently bad . after two weeks of dealing with bots, a guy named ****** actually called all they say they don't do phone support I had a stroke I am dyslexic I am bipolar and have arthritis and have problems texting coherently this gentleman that called fix my problem in less than five minutes and I had spent about two weeks dealing with their phone support all I asked him to call me at ************ my email ************************ All I am asking is to get a call from a live tech-support person to correct this problem it should take them less than five minutes they've done it before although their automated system claims they don't do phone support I think the *** thinks differently. Hope to receive a call soon. Thank A gentleman named **************'m assuming a supervisor called and help me out. I cannot even log into my account to see my numbers or do troubleshooting

  Business Response

  Date: 01/13/2023

  Hi *****, 

  It looks like you've been in touch with the team and resolved the issue from your inquiry. 

• Initial Complaint

  Date:12/27/2022

  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 ordered the series 3 collar and was suppose to recieve a credit for the left over subscription which is $104.00 Not only did the company charge me the 104, then charged me another $202.00 for the collar and another subscription. Ive emailed the company several times requesting refunds and straight up cancellation of my order since it hasent been shipped out yet, and its all been ignored. I recieved a automated email saying shipping delays. I want a refund for both amounts and cancellation. My emails have not been responded to and ive sent them over a week ago.

  Business Response

  Date: 01/11/2023

  Hi ********, 

  Looks like the team has been in touch to finalize all billing questions, and you've proceeded with the Series 3 purchase. 

• Initial Complaint

  Date:12/26/2022

  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 paid for an item they never sent.it was a christmas gift so now its literally too late. i got lied to repeatedly in the weeks prior when i made inquiries, i want my money back ***all of it*** and i guess theres nothing they can do about the empty spot under the tree but thats their fault too.

  Business Response

  Date: 01/10/2023

  Hi ******, 

  We are sorry to hear there was a delay with your order, I do see on 1/3/2023 you received confirmation that your order has been cancelled and you were issued a refund in full.

• Initial Complaint

  Date:12/23/2022

  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.

  Fi makes their subscription service incredibly opaque. It's not possible for a customer to directly look at their subscription plan. On December 14th, 2022 I contacted Fi Support to request that my 2 accounts be cancelled. I gave them all relevant information and requested that they cancel my service ASAP. On December 16th a representative wrote me back and said they needed a reason to cancel my subscription. That same day I gave them a reason and asked them to go ahead and cancel my subscription and confirm. On December 19th, I asked them again to confirm that my accounts have been cancelled. It is now December 23rd and I haven't heard anything. All I want to do is cancel my accounts.

  Business Response

  Date: 01/06/2023

  Hi Misha, 

  It looks like on December 23 the team confirmed subscriptions were set to expire at the end of the term, and there will be no further billing on the account.

• Initial Complaint

  Date:12/16/2022

  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.

  My Fi dog collar broke twice in a year and a half. The first time they replaced it, but the second time they will not. The second time it also broke in a spot that could've been very dangerous for my dog especially since we were on a walk. I told them I wanted a prorated refund on my 2 year subscription which was $250 since I no longer want to use their product since it is dangerous to my dog. They states that they do not do prorated refunds on subscriptions. I told them I would willingly send them the collar back with the charger for a prorated refund on my subscription. Again they refused. I would not have bought the 2 year subscription knowing they will not help me in a case like this. They said they have no managers and there is no phone number listed to talk to a person only email support which is no help and they get back to you 2-3 days later. I would like the prorated refund from them which has more than a year left on it. I subscribed on June 29th, 2022.

  Business Response

  Date: 12/30/2022

  Hi ********, 
  
  I am sorry to hear there was any issue with your Fi Collar, and I see the team has offered solutions to ensure there is no pull force damage to the collar in the future and a discounted replacement offer, which would roll over your current subscription to a new collar so you can make the most of the pre-paid subscription, which is non-refundable. Please email ***************** who can help place that discounted replacement offer when you are ready. 

• Initial Complaint

  Date:12/16/2022

  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 requested to have my subscription for the Fi collar cancelled back in November, one month before I was due to renew. I went through the appropriate channels with the emails for confirmation that it was indeed cancelled. I was just charged for the yearly subscription this morning. The customer service is poor and they have no ***** number to contact someone.

  Business Response

  Date: 12/30/2022

  Hi *****, 

  We see on December 15th you chatted with the team who made the requested updates to your subscription. 

• Initial Complaint

  Date:12/16/2022

  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 a series 2 Fi collar 6 months ago with a full years service. I recently paid $208.56 for a series 3 that included a years service in that price. I canceled due to emails stating the BL Fi collars are back ordered (a lie) .I cancelled the order. I was refunded the amount in 2 refunds. However they also CANCELLED my previous paid service on the series 2 claiming they refunded it but they refunded the series 3 payment. I have contacted their customer service ***************************************************************************** to pay for the service again on the series 2 collar Ive had! I want the physical street address for Barking Labs AND TriFi corporate in Manhatten and someone to contact me by phone.

  Business Response

  Date: 12/30/2022

  Hi ***********, 

   

  On December 15th, you confirmed proceeding to reactivate your Series 2 subscription, and your Series 2 is active and being used as of today. 

  Customer Answer

  Date: 01/04/2023

  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]

   

   The series 2 IS NOT ACTIVE AND YOU DISABLED IT FOR OVER A WEEK BECAUSE OF YOUR MISTAKE !!!!!!!

   

   

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

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:12/14/2022

  Type:Delivery 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 bought a Series 2 Fi Collar in July of this year - there were some issues with the initial order. I was refunded the expedited shipping and kept the account and collar. I have had numerous issues with the collar being accurate and reached out several times to support and the collar will work for a while and then again get wildly inaccurate. In November the app notified me of a Series 3 collar that was supposed to be much more accurate and boasted a lot of improvements. I immediately ordered the new collar. This was done on 11/11/2022. I heard nothing for a couple of weeks and again reached out through email. This company has no way to contact them but through email and they take days to respond. On 12/2/2022 I received an email stating COVID was why the order is late. At the same time, I received a support email stating they did not realize the response they would get and are having trouble filling orders. I have contacted support a few times because since they extended my Series 2 collar - because they can't get me the new one - the accuracy of the Series 2 is even worse - I have gone through the steps to try and get the current collar working better until the new one arrives - but I still have alerts my dog is loose - sitting right next to me. The service I have paid for is not working, I have no tracking on the new collar order and cannot get their support to respond at all now. The app does now show the collar is on the way but - no tracking. I believe that is just an app notification to placate angry customers they cannot provide goods or services for yet they have taken the money.

  Business Response

  Date: 01/24/2023

  Hi ****, 
  
  I see the team has been in touch directly and your tracking indicates your order was delivered: *************************************************************************