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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:06/20/2024

    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.
    This company has zero customer service. They do not have a way to be contacted outside of of their mobile app. They do not have a phone number. They sign customers up for services, but when the customer wants to cancel, there is no way to do that. I do not have nor want their mobile app. Therefore, the customer is billed continuously and has to file a claim with their bank to get this company to stop billing. I filed a stop payment on the $30 charge FI is debiting from my card. FI in turn simply changes their name and process the charge under a new company so that the charge goes through. They are an entire fraud when it comes to billing. I mailed a letter to FI asking them to cancel my service but they never acknowledged it. I want FI to delete my account and stop charging me for dog vitamins that I do not want.

    Business Response

    Date: 06/28/2024

    The Fi team is actively working with the customer to resolve this issue

  • Initial Complaint

    Date:05/07/2024

    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 a collar from Fi Collar on 4/4 because of their 30 day money back guarantee. I wanted to see if it was worth it. It was not, to me, so I returned it. Unfortunately, the tracking number has been accidentally misplaced by my mother. I can not even get an actual person to talk to. I have emailed the company many times, and keep getting canned prerecorded or AI responses. They insisted I pay for 6 months of service up front, but since returning the collar Im now paying for a service (that was guaranteed) that I am not receiving because I did not like the collar. Despite the missing tracking number, I asked them for a partial refund (minus cost of actual collar that they claim is lost) for the 6 months of service. I keep getting the exact same message back. I am disputing the transaction through PayPal also, but so far Im still getting the same repetitive message about the tracking number. I cant help but feel like Im either in an AI feedback loop, otherwise the company is taking advantage of a situation. I recognize that the mistake of not keeping track of the tracking number falls to me, but it was sent priority mail. Ive also been told by the post office that almost all businesses have Informed Delivery, and to ask if FI collar has this. I have asked, and they are not trying to be helpful in any way at all.

    Business Response

    Date: 05/07/2024

    The Fi team has resolved the issue working directly with the customer.

    Customer Answer

    Date: 05/10/2024

    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:

    Fi collar has informed me via email that the refund is out of their hands and will be taken care of by PayPal. However, I have received no confirmation from PayPal, and as of now still no refund. They would not offer a refund at all until I reported them. When they offered a refund, they emailed back immediately and said that they couldnt refund it, that PayPal would take care of it and essentially to leave them alone. While I appreciate them informing me that PayPal is supposed to refund, I will not consider the case resolved until I have actually been refunded. I feel like since they guarantee and offered a refund, they should be the ones giving me the money back instead of PayPal. I tried to speak to someone at PayPal and they said that they will update me on May 15th, but no refund is guaranteed through them. Fi collar said they will refund me promptly, but thats not the case.  I am incredibly dissatisfied with this company. 

     

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 05/17/2024

    The Fi team has resolved the issue and a refund has been processed.

    Customer Answer

    Date: 05/21/2024

    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:04/10/2024

    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.
    Hi, I purchased the Fi Dog Collar on the website. I chose the month to month membership and paid by Apple pay. Not once during this checkout process or on their website does it clearly say that a 6 month commitment is required. I have rechecked their website today again (4/10/2024). To my surprise - the company has told me by email that I committed to 6 months. I explained that their website does not show this at all, and they ignored what I had to say. I also offered to return their dog collar to them, which they refused and said they will continue to charge me for 6 months.I did not agree to this and I feel scammed. The website literally says "Month to Month"How can you charge a customer for 6 months without stating on your website in the checkout that a 6 month commitment is required? They do not update their website because they know once they put that commitment note on the site, this would deter customers from signing up.I would not have purchased this collar if it said a 6 month commitment was necessary.

    Business Response

    Date: 04/17/2024

    The Fi team has resolved this issue working directly with the customer.

  • Initial Complaint

    Date:04/03/2024

    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.
    I have paid for subscription GPS dog tracking collar for 3 years. After a recent app update the tracking is extremely delayed, and/or incorrect. I contacted support and they refuse to resolve the issue, refund my subscription, or return my call as the first support tech said they would over 2 weeks ago.

    Business Response

    Date: 04/04/2024

    The Fi team has resolved the issue working directly with the customer.

  • Initial Complaint

    Date:03/25/2024

    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.
    In 2023 I bought a FI smart collar for my dog. I have never used it. Last week I noticed a hundred dollar charge for a subscription for this collar. I sent the company an email asking that my subscription be cancelled. I have not received a response other than a notification that they received my request and they would get back to me. That was five days ago and I have heard nothing. I have spent 1200 dollars on this service that I have never used and I need it to stop immediately. Thank You *********************

    Business Response

    Date: 03/27/2024

    The Fi team has resolved this issue working directly with the customer.

  • Initial Complaint

    Date:03/13/2024

    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.
    I recently renewed my Fi Collar *** subscription for two years. Unfortunately, the collar's *** tracking feature consistently fails to work as advertised. On numerous occasions (at least a dozen times), the app has shown incorrect locations for my dog or no location at all. The *** can malfunction for extended periods, sometimes up to 12 hours.Furthermore, when I unpair the collar from my phone and disconnect it from the base, the *** tracking stops functioning entirely for days on end. It should be pinging the *** network at regular intervals, at least every hour or so. The subscription I'm paying for is specifically for cellular service, but it appears the device has none. The collar seems to use cellular data only when connected to my phone, making the expensive subscription pointless as it could simply utilize my phone's network in those cases.After reporting the issue, Fi sent a replacement collar, but the problem persists. This indicates a fundamental flaw in the service or a purposeful downgrading of product functionality. Despite this, Fi has refused to refund my recently renewed two-year subscription. I paid over $186 for a service I'm not receiving, and this feels like theft.Desired Resolution I would like a full or prorated refund for my subscription as the Fi Collar and its *** service do not function as advertised. I just renewed the subscription less than a month ago for two years. I feel like the company is not being honest about the functionality and I'm trying to get my money back.Attached is a screenshot of an example where I was walking my dog and about 30 minutes into the walk it still had no idea where my dog was even though I was paired to the device. i'll provide more screenshots as I continue testing.

    Business Response

    Date: 03/19/2024

    The Fi team is working directly with the customer to resolve this issue.

  • Initial Complaint

    Date:02/22/2024

    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.
    Jan - March 2024 Fi Dog Collar Tracking App. Worked when I initially set it up. Now the app will not connect with the charging base. The app is the only way to cancel my subscription, but it will not open since it cannot connect to the base. I have tried deleting and reinstalling the app, turning phone on and off, with no change. The number listed only gives you a recorded message to go to the app. I have submitted an email to cancel but no response.

    Business Response

    Date: 03/04/2024

    The Fi team is working directly with the customer to resolve the issue.

  • Initial Complaint

    Date:02/15/2024

    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.
    Purchased the original collar. It never worked. When i went to cancel i saw they had updated the collars w/ live tracking and that I could still use my old base for better protection. The old base doesn't work with the new collars as promised and the new collar doesn't live update. The Call Fi feature is to call them in app, yet it never connects. The collar doesn't work to help find your pet. Typically it won't even notify you that your pet is lost until you've spent 45 minutes finding them. Once you get your pet within eyesight then it'll notify you your pet is lost and their location. I've requested for my services to cancel and not renew. I've sent numerous emails. "Attempted" to call multiple times a day and have yet to get a person that will cancel this service.

    Customer Answer

    Date: 02/15/2024

    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.  Fi has canceled future ********. 

    Sincerely,

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



     

  • Initial Complaint

    Date:02/06/2024

    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.
    My subscription was just automatically renewed on 2/3/2024. When I noticed this, I tried to cancel the subscription but was not allowed to. The collar was purchased as a gift by my sister, along with the year subscription. The collar was activated under my email. So when I went to cancel, it prompted me to log in with my sister's email, which I did. Then it wouldn't connect because her login info isn't associated with the collar. I have emailed this company multiple times since then and only got a generic response, which doesn't resolve my issue. There is no way of talking to anyone on Fi without upgrading the, collar subscription, which is absurd. All I want to do is cancel the subscription and get a refund, and that will not allow me to do that.

    Business Response

    Date: 02/13/2024

    The Fi team has resolved this issue in full working directly with the customer.

    Customer Answer

    Date: 02/15/2024

    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:02/06/2024

    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 subscribed to the service for one year. Much to my surprise, i contacted immediately after my account auto renewed at ************************************* explaining that i wanted to cancel my membership and not to automatically renew my account. I received acknowledgment back from **** that they received my request to not auto renew. Several closed and merged support calls later my account has auto renewed AGAIN for a third year. I am going to dispute this charge with my credit card company but need to point out this company is deceptive and make it impossible to stop membership

    Business Response

    Date: 02/13/2024

    The Fi team has resolved this issue in full working directly with the customer.

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