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:10/19/2022

  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.

  Purchased the Fi Collar on 9/21/22 for dog as it was being boarding. On 100% charge, the collar lasted for only 6 days. For me, this is not worth the cost of keeping the collar. The company has a "30 day satisfaction guarantee," so I reached out to return the collar and take care of it before the *** subscription renewed. I used their only form of customer support, which is submitting an online ticket on 10/17/22 -- the only response to requesting to return the product as an explanation on why it died so fast. I responded saying I still didn't want to keep the product and have gotten nothing since. I have submitted 3 more requests and filled out the request to return form -- still no response. I worry that they are trying to burn through my 30 day period so they do not have to process the return. I want to return the product and I will never purchase from Fi Collars again after this lack luster experience with their support.

  Business Response

  Date: 11/03/2022

  Hi *****, 

  It looks like the team has responded to all of your messages and like you were able to see these and connect on 10/20. Let us know if you need anything further. 

• Initial Complaint

  Date:10/19/2022

  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 Fi collar for my dog.The collar is designed to pair with a standard smart phone.When I received the collar 3 months ago, it did not pair.I spent 30+ minutes with customer service and they sent a new base for the collar that would fix the issue.This new base still did not fix the issue, and the collar was still unusable.I called the company and requested a refund, but they said that new updates would be rolled out and I waited.Nothing happened and about a few weeks ago I emailed again asking for a return and refund.The business claimed I never called and is refusing to resolve the issue.I've read other reports online of this being a problem, and am therefore filing this complain with BBB.

  Business Response

  Date: 11/02/2022

  Hi *****, 

  
  I see the team had issued an RMA for you- *********** Did you receive this?

• Initial Complaint

  Date:10/18/2022

  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.

  The module failed at where it was connected to the collar. This occurred while my dog was crated and he subsequently chewed on the device. I submitted a warranty claim and was told that chew damage was not covered. The device could not have been chewed had where the collar connects not failed. Despite the fact that I provided photographic evidence that it clearly was cracked where it connected to the collar, my claim was denied. Now I am out a collar and the portion of my subscription that I paid for. Luckily my dog did not ingest the collar due to this defect in workmanship. Had that happened, I am sure they would have blamed him for that too.

  Business Response

  Date: 11/02/2022

  Hi *******, 
  
  It looks like you were able to resolve this issue with the support team on October 19th. If need anything further could you please let ************************************* know?

  Customer Answer

  Date: 11/18/2022

  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:10/11/2022

  Type:Customer Service 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 these Fi collars for my boys **************** These collars are supposed to provide GPS location services for your dogs and alert you when they leave the house and are "loose". I have so many issues with the collars not alerting me when they leave the house, the batteries running out almost every week, and false alarms saying they left the house when they haven't which has caused me to rush home from work freaking out my boys were lost and they weren't. The only way to contact "customer service" is via chat on your phone or email. If you are chatting on your phone and if for ANY reason your phone goes idle or you navigate away your chat is lost. Email support takes at least 3-4 days for a response and they send very small screenshot texts via email which are incredibly difficult to read. I have had nothing but problems with these collars and every time I report an issue, not only do I have to wait days for a response, they tell me I haven't done something correctly. They did replace one charging base which did NOT help with any issues. I have spent hundreds of dollars on these collars as well as the annual "service" which is supposed to track my boys. If they leave the house I don't get an alert for almost ***** minutes after they have left which is way too long to try to track down fast-running ****** Terriers. I am so fed up and disgusted with the lack of help from this company. I want either a full equipment replacement to see if that resolves all of the issues or a full refund to purchase a GPS tracking collar that actually works properly.

  Business Response

  Date: 10/25/2022

  Hi ****, 

  I am sorry to hear you've had any issue with the Fi Collar. I would recommend working with our support team over email instead of chat, as chat works best for quick issues that do not need diagnostic work. 

  I do see you've had a few requests for support, and the team has always answered quickly and will be able to continue to help you resolve any issue you encounter. 

  Customer Answer

  Date: 10/26/2022

  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]

   

  I have emailed them hundreds of times they keep suggesting the same resolutions over and over and over. They keep making me jump through hoops and troubleshoot. I have done everything they have asked and all they do is offer the same support over and over which is not corrected the problem. 

   

   

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

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

  Business Response

  Date: 12/22/2022

  Hi ****, 

  
  Do you still need help? On November 30, 2022 at 03:41 pm you sent the following message to the team "Thank you! I canceled the BBB complaint ??"

   

  Customer Answer

  Date: 03/02/2023

  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:09/07/2022

  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 new series 2 collar for my dog about a year ago and for the first year it worked great. Shortly before the 1-year warranty was up I began having issues with the collar. At first, support was awesome but now they are so determined to waste time and go in circles that they have pushed the issue outside the 1-year warranty and are refusing to provide any warranty (not even 30 days) on the replacements. Even after multiple replacements continue to have the same issues, they are still saying the collar is the issue and it needs to be replaced, except for now, being "outside of the warranty", I am required to buy a new one. The replacement collars should have a warranty on them (even a short one) for issues such as this as it is not my fault they send me defective modules (it was their determination and their words that the collar itself is defective). So now I am stuck with a prepaid service for the collar and no way to use the service as the collar doesn't work. If the system does not work when I need it to, my dogs are in danger of getting hit by a vehicle, attacked, or potentially worse.

  Business Response

  Date: 09/22/2022

  Hi ******, 

  It appears this has been resolved directly with the team. Please let us know if you still need further assistance. 

  Customer Answer

  Date: 09/22/2022

  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]

   The issue has NOT been resolved by the team. Yes, I have been working with them and I thought we had a solution figured out that would work until I received the package in the condition as shown in the picture. Not sure who is to blame here but until I receive a working module I am not ready to agree to close this case. 

  Thank you

   

   

   

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

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

  Business Response

  Date: 12/08/2022

  Hi ******, 

  Same here, hopeful for a resolution. You are welcome to keep this open, but we do want to note the service you are receiving is not related to BBB, they'll simply note you've filed a complaint, the team will take care of you regardless. 

  Customer Answer

  Date: 12/15/2022

  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]

   Correct, I understand this. I just find it odd that the team wasn't doing anything at all for me until I had filed this complaint. There is a possibility that it was just a coincidence but given the incredible amount of resistance that Fi was putting up, doing everything in their power to not help me at all until the complaint was filed I do not believe it was a coincidence at all. It seems that Fi is about not standing behind their product until called out on a platform such as the BBB. I find this sad as I like to support companies that will stand behind their products no matter what, but if that's the way Fi operates then I guess the word needs to get out about that. 

  I will however be fair and say that since I have filed the complaint I have gotten a 100% turnaround on the customer service and the team has gone WAY above and beyond to help assist with the issue. I just strongly wish I didn't have to use the BBB to get that result, as it should've been taken care of before I had to take it this far. As stated in the original complaint, I replacement product should have a short warranty period on it to account for a defective product being sent as a replacement. The team had verified that they sent me a defective product for a replacement but still refused to replace it as I was out of my original warranty. Since then they have willingly and with no push back sent multiple replacements, some of which had firmware that had been modified just for my situation. 

  Again, I'm sorry it had to be taken this far to file a complaint but unfortunately Fi refused to work with me until I did. To me that does not show a company that has integrity, instead just a company that will only react when someone says something bad about them in a public domain. I hope this is being fixed and Fi will begin to operate with integrity as they did when I purchased the product but only time will tell if Fi truly cares about its customers or only cares about public opinion. I understand Fi is growing but growing away from your roots and what made you such a great company is how many small companies end up going out of business when they begin to grow. I hope Fi doesn't do this as, when it works, the product is great and has saved us much time and worry and I would like to continue to use the services in the future. 

   

   

   

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

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

• Initial Complaint

  Date:08/11/2022

  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 Fi collar in November 2019. I only used it while walking my dog outside, and the collar does not have many "steps" on it. On April 20, 2022, I was walking my dog on a leash using the Fi collar into doggie day care and the collar broke at the attachment point. This took place on a very busy 4 lane road that the speed limit is 50mph. Thankfully, my dog listened and I was able to get him inside safely.I made a claim to Fi (request #******) and was told I was out of warranty and could purchase a new collar for $79. This is a subscription based product, which I renewed on January 5, 2022 for 24 months for $200.93 ($186 + ***** tax). I realized that I am paying a subscription for a product that is broken and I do not trust will not break again until January ****. I entered another request with Fi (request #******) on August 4, 2022 that I wanted to cancel my subscription. I was told after multiple back and forth emails (there is no phone number to have the option to call and speak to someone) that my only option is to purchase another collar for $79 or to pay for the rest of my subscription. There is no midterm cancellation.I am left with a broken product that I do not trust to keep my dog safe, and have 17 months remaining on a subscription that is doing nothing for me or my dog. I am requesting Fi to reimburse me for the 17 months that is useless without the collar, but I've been told that is not an option.

  Business Response

  Date: 08/26/2022

  Hi ***, 

  
  We're very sorry to hear there was any issue with your dog's collar. Hardware damage is rare, although for pullers we do recommend using Fi as a tracking device only, and pairing it with a harness or other collar for walks. While subscriptions are pre-paid for their term, and as such not refundable after billing (*********************************************************),we can confirm the subscription is set to expire at the end of term. Additionally, the discounted replacement collar offer remains.

• Initial Complaint

  Date:08/05/2022

  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.

  May 24th my collar stopped working, the company could not connect it to the ************** were no longer rendered. I see a transaction that the company is charging me for a subscription renewal which I did not authorize and have no method of requesting a refund through immediate customer contact. I would like this refunded in full and no further business transactions completed with the business.

  Customer Answer

  Date: 08/05/2022

  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 business advised of the auto renewal subscription as not being opt in and also offered to provide a complimentary product replacement with the understanding that I was being charged for services that I was not receiving and my product was under warranty; even though previous conversations with the company indicated that the product was not covered and a cancellation of the auto renewing subscription was not advised or offered when I declined the business offer to pay for a replacement.

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