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:12/13/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 collar several months ago from them. I had issues with it from the start. I got help but realized that the collar worked as good as it was going to. I did not feel it was as advertised, but I was assured that the series 3 was coming and it would be better. I got by with it until the Series 3 came out and I immediately upgraded. It wound up being even worse than the Series 2. When I put him in lost dog mode, it only updates every several minutes as opposed to each minute as advertised. He was just gone for about 45 minutes and it only updated I think 5 times. When my wife or I leave the house with him in the car, we are miles down the road before we see a notification that he left home. The series 2 used to tell us as soon as we're at the end of the drive. I had issues with my series 2 because it also wasn't as sensitive as advertised, but most days it was acceptable. I only bought this new Series 3 due to the assurance that it would be much better. I have had a text conversation online with Fi Support, but they have stopped emailing me back now after I assured them that I did what they asked and I'm still having issues. They have zero way to contact them outside email or online. It's extremely frustrating and I would not recommend anyone buy a Fi collar. I want someone to contact me directly. I have given them my number via email, but now they don't even email me back

  Customer Answer

  Date: 12/19/2022

  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. The company called me and we are working through a resolution and they are helping in satisfactory fashion now. 
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased 3 FI dog tracking collars they have all broken at the same place and are a danger to our dogs as any tug on the dog collar breaks it free the company has said they would replace one but 2-of the 3 are still under warranty and they wont do anything I stated in a email the construction of this series is faulty as I see in the new collar they released they fixed the issue. I want the three collars replaced with new design or my money back !! This is a serious danger to peoples dog breaking away and getting injuries ! They even stated to me Id the dog chases a squirrel it can brake off ! This is a dog collar it should hold up !! To anything !! Big safety issue

  Business Response

  Date: 12/23/2022

  Hi ***********, 

  The Fi Series 2 is reinforced with an internal end-to-end metal frame and tested for a 300lbs static pull force limit. The team advised that they can process the warranty claim for **** and provided suggestions to ensure there is no future issue. If you'd like to proceed to file the warrant claim for a replacement Series 2, please let the team know directly at *****************

   

  Customer Answer

  Date: 12/27/2022

  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,
  
  *************************************
  
  
  
    I have three collars all doing the same issue. They have a dangerous faulty product  I asked to have all three replaced with a safe option as any dog and have the collar pop and be injured by being loose 
  
  

• Initial Complaint

  Date:12/07/2022

  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 a gps collar on 11/10/22 . 1st email notifying of a delay on 11/12/22 after I requested an update. After a couple weeks I requested to cancel my order as I had not received an update nor product. Surprisingly, after I requested to cancel, they shipped the product the same day and replied to my message to cancel stating it had shipped. I have been trying to get a RMA to return ever since and keep getting the same basic try for 30 days response. I just received another email today, 12/6/22, stating that my subscription will start in a week. I sent another message today, 12/6/22 stating that I need an RMA to return and to cancel my order. I have kept all my correspondence showing the dates and times. Also, collar is in the original unopened package.

  Business Response

  Date: 12/21/2022

  Hi ****, 

  I see the team issued an RMA and processed your return including issuing a full refund for the purchase price. 

• Initial Complaint

  Date:11/29/2022

  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.

  Fi renewed a subscription after we canceled it, we notified them 48 hours after receiving receipt via Email that we did not want it. **** used deceptive tactics to engage us to try to sell us on keeping it, finally we just said we do not want it please refund and they said its been to long now we will not refund. This was not only deceptive but outright wrong.

  Business Response

  Date: 12/13/2022

  Hi *******,

   

  It looks like the team resolved this issue with you directly on 11/29. 

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 the fi collar in 2021. I used a link that would offer me a discounted rate for the collar. Which was around 70 dollars. Not a week later, the price dropped again to about $30. I thought this was strange business practices to run a discount one week for the product and then yet another discounted rate the following week. I was upset that I essentially paid $40 more for a product just because I purchased it a week prior. I let it slide. Now, present day, Ive decided I no longer want to use the service because the collar was too big and I never used it on my dog. Come to find out, there is absolutely no functionality within the Fi app to control your own billing or subscription preferences. I cant cancel my membership on my own, nor can I even change my billing info if I needed to. So I read online that I have to submit a request form asking them to cancel my subscription. Additionally, I took the bait and fell victim to another scam they are running. I tried to upgrade my service (they advertised the new collars are smaller) and that I would get half off for Black Friday and a credit since Im a preexisting customer. This was not the case. I was charged full price. No one from support is responding to me. There is no number to call. Only a generic email. The only way out of this seems to be to cancel my debit card thats attached to the fi membership. My renewal is up in December and I do not want to renew this service. At this point, they are not authorized to bill me but I am certain they will anyway. This is extremely unlawful business practice. Anyone who is subscribed to a service should have the ease of use to be able to cancel at the click of a button, but fi collar seems to be involved in some extremely unethical business practices. I wish I had done my research on this company prior, after reading all the nightmare reviews, I would have never purchased anything from them. Action needs to be taken to get justice against this company.

  Customer Answer

  Date: 11/28/2022

  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:11/28/2022

  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.

  Baking Labs operating as TryFi.com for dog tracking collars is advertising "Get 50% off the ****** Series 3 Smart Collar...," but it doesn't work for any plan within their 6 month minimum. The 50% supposedly is off the first month, clearly not "off a collar" by any reasonable interpretation. This is classic bait and switch. They should immediately honor 50% off for any plan to get a series 3 collar.

  Business Response

  Date: 12/12/2022

  Hi ******, 

  The 50% off promotion discounted the first payment for a month-to-month membership by 50%.
  
  Without the promotion, the first payment for this plan is $19 plus a $20 activation fee for a total of $39. With the 50% off promotion, the $20 activation fee is waived. Therefore, your first payment will be $19.
  

  Customer Answer

  Date: 02/28/2023

  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:

  Please re-read the complaint. The advertisement did not match the "deal" being offered on "select plans" (plural). I again request that the company honor the deal advertised.

   

   

   

   

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

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

  Business Response

  Date: 03/10/2023

  Hi ******, 

  The team will waive your activation fee on any purchase made. Just let ***************** know once a purchase has been made.

  Customer Answer

  Date: 03/16/2023

  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:

  Business has not honored advertised sale. Admit wrongdoing and honor the deal to make this right.

   

   

   

   

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

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

• Initial Complaint

  Date:11/22/2022

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Unable to cancel the subscription, made several attempts but this company seems to use black tactics. You can never reach anyone other than a bot. Making it impossible to cancel the service!

  Customer Answer

  Date: 11/23/2022

  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:11/16/2022

  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 5 collars right after the Fi 3 launch on October 12th 2022. Not one customer who ordered a ********************** 3 collar has actually received it. Had they said it was a pre order we wouldnt be so upset, but stringing us along with excuses First email was on 9/7/2022 - there was an overwhelming resolve to our launch and will likely be shipping out within a week. Second email was on 11/16/22- Due to the ongoing impact of COVID on the international supply chain, our shipping partner has made us aware of an additional delay impacting your order.As of now your order is in process and scheduled to be delivered in the next 2 weeks We understand that you are eager to receive your dog's collar and we will do everything possible to get you your order as quickly as possible. As soon as we have shipping details we'll be in touch.

  Business Response

  Date: 11/30/2022

  Could you please provide us with the email used to purchase in October? I see two different orders but they are placed in November, and one has had a tracking number provided and I see the team was able to provide more specific updates on your second order. 

• Initial Complaint

  Date:11/16/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  In the beginning of October, Fi announced their launch of the series 3 collar. Ever since then, my collar has been acting up. On 10/26/22 I first reached out to Fi regarding my service dogs collar constantly saying looking for signal and wanting a replacement as the collar of as at 50% when it happened. I put it on the charger and it suddenly said 1% and started working. It happened again on 11/09/22. When I reached out to support this time, they wanted me to completely reset my unit which is something I already did. Before this launch, my collar was working flawlessly. I have insisted I would like a replacement collar and theyre refusing to help me.

  Business Response

  Date: 11/30/2022

  Hi *********,
  
  I see the team is awaiting a response to their last message to you, it's pasted below for your convenience: 

  
  Nov 18 01:45 pm
  Hi *********, 
   
  I can confirm you are still covered under our warranty and we're happy to file a claim for you, but we first need to do necessary troubleshooting to ensure a replacement will actually fix the issue. 
   
  Can you just confirm what you saw during the reset, and the last time you reset it?
   
  We can go from there!

  Customer Answer

  Date: 12/01/2022

  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]

   

   

   As I have stated, I am colorblind. I am not able to tell you what color the collar shows  

   

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

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

  Business Response

  Date: 12/09/2022

  Hi *********,

   

  it looks like you've been in touch with the team and come to a resolution from your latest messages. Please advise. 

  Customer Answer

  Date: 12/15/2022

  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:11/14/2022

  Type:Billing 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 cancelled my subscription which I didn't know about and was still charged a $99 fee on November 12, 2022.

  Business Response

  Date: 11/28/2022

  *** ******* 
  
  Could you provide any details for your account? We do not have an account under your email or name. If you can email ***************** with a copy of the billing, this would be a big help in verifying your account.