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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:02/02/2024

    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.
    Bought and subscribed to Fi services and were initially told I was able to cancel anytime. I was then told I was required to be a member for a minimum of six months. So after six months I began the process of cancelling the membership. There is no way of contacting this agency except by email (or you have to pay extra to get phone support) after multiple emails and requests to cancel I was again charged for the services. This company has developed and implements a costumer service system that makes it impossible to cancel your subscription without multiple email exchanges and even then you are continued to be charged and the fact that they have a business which charges monthly payments and has no effective way for costumers to communicate or call (without paying MORE money to speak to a person) is unacceptable and intentionally and willfully creates an unfair situation which puts customers intentionally in a position to continue to pay by making communication with the company extremely difficult if not for some people completely impossible

    Customer Answer

    Date: 02/04/2024

    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:02/01/2024

    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.
    Requested a membership cancel 2 weeks ago and this company continues to charge me and not canceling my membership

    Business Response

    Date: 02/12/2024

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

  • Initial Complaint

    Date:01/30/2024

    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 purchased three of the Fi Series 2 collars approximately two years ago. Within the last three to four months, two of them will no longer charge or reset. They are completely defunct. When I contacted the company to terminate the service fee for the two that are no longer working, I was told the only remediation was to pay them even more to get Series 2 replacements or even more still to get the upgraded and more expensive Series 3. However, given that I have personally experienced a 66% failure rate, I just wanted to terminate the service for the two. The company will not refund customers for unused service on products that have died. They seem unwilling to **** on this, and I must wonder if this is not something that should be taken through the **** the courts, or the states AG offices.

    Business Response

    Date: 02/12/2024

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

    Customer Answer

    Date: 02/21/2024

    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:


    The companys offered solution was ultimately for me to continue my paid subscription for a product that has failed twice for me now. There was never an offer to refund me the money for the subscription already paid, only an offer to send me a replacement collar and keep me tied to this company.

    This is not a solution and instead a dishonest ploy to hold onto my original funds and keep me on the hook for renewals.     

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 03/07/2024

    The Fi team has contacted the customer directly to resolve the issue.

  • Initial Complaint

    Date:01/25/2024

    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.
    I purchased two collars and associated subscriptions on 12/18/23 for $388.50.Due to shipping issues and poor customer service, I didn't receive a replacement order until 01/05/24.Because this was a replacement order, I had to reach out to customer service to correctly apply the subscription to the new collar. After learning that, I didn't even bother activating the second collar. I requested a return on on 1/16/24 (to the best of my knowledge). Submissions for support aren't fully transparent. 1/19/24 I receive a notice of delay. 1/22/24 I receive a response that I'm within the return policy and instead of issuing an RMA, I'm asked to provide justification first. I responded. 1/23/24 I tired calling customer support and there is NO phone to be found anywhere! You MUST download the Fi app, turn on both your location and bluetooth. This is the ONLY way to make a call. I couldn't get through, I was on hold double the quoted wait time with no answer. I sent an email asking for an RMA number and address within 48 hours before filing a dispute on my credit card. 1/25/24 No response, so I call/email again before filing a dispute. Finally I get through to a rude rep that claims they respond to everyone (which obviously they don't). Call was disconnected because I used a curse word, fine. Point is you have NOT respected me, my time, my money, or most importantly my dog, with what is by far the worst customer service I have ever experienced in connection with a pet related product.After the amount of inconvenience and poor customer support you've provided, you want me to pay for return shipping?! and say that I'm harassing your business? The business that by not responding is basically refusing a return.

    Business Response

    Date: 02/12/2024

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

  • Initial Complaint

    Date:01/23/2024

    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.
    I have asked multiple times for a refund and to cancel my suscription. now you have to pay them double to get their phone number and no one has processed my refund or cancelation! It's been over a year. I just got charged again for it.

    Business Response

    Date: 01/28/2024

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

    Customer Answer

    Date: 01/30/2024

    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.
    But was only resolved when escalated to this level. 
    Sincerely,

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



     

  • Initial Complaint

    Date:01/22/2024

    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.
    Cancelled subscription 6 months ago. I was charged $107 again. Company refuses to communicate with me. I have sent 5 requests for contact with customer support.

    Customer Answer

    Date: 02/15/2024

    Better Business Bureau:

    At this time, I have not been contacted by Fi regarding complaint ID ********.

    Sincerely,

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

    Business Response

    Date: 02/23/2024

    The Fi team has attempted to contact the customer numerous times unsuccessfully. The issue has been resolved in full and a confirmation has been emailed to the customer.

    Customer Answer

    Date: 03/28/2024

    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:

    The business DID NOT reach out via email as their statement indicates.  I did receive phone voice message, with not information as how to contact customer service, or information on this complaint they are following up on.  After the BBB complaint was filed, the business DID refund the $107 amount with no notification, they just sent a return to my PayPal account.  I have received NO email, or regular mail correspondence from the business.




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

    *** *****

    Business Response

    Date: 04/01/2024

    The Fi team has reached out to the customer via text message to ensure communications are being received. The issue has been resolved, and we are happy to assist further if needed.

  • Initial Complaint

    Date:01/18/2024

    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 contacted the company presale to discuss with them the possibility of this collar for our particular situation.I was assured that we did not need to be stationary for this to work for our family.I made it very clear that we travel full-time in an RV with reliable Wi-Fi being our cell service.I was assured this would work for us so I ordered the 3rd generation fi collar, a 6 mo contract for service,11/5/23.The collar worked for about 2 weeks and would not recharge.They didnt respond to me in a timely manner I began to do a more in-depth research of other people who might have complaints.I found a lot.Eventually I was sent an email on how to reset the collar.I did the required actions but the collar still will not charge. In my own troubleshooting I began to realize it needed a home base wifi system to work properly for tracking.This is NOT what I was told pre-purchase.The collar will not charge.I was charged $20.81 in dec for coverage service.I tried reaching out to the company on at least 3 different occasions before and near the holidays.I rcvd default emails saying that they would get back to me as soon as possible.In Jan24 I tried to contact them again.I rcvd default emails they would get back to **** was again charged $20.81 for the 2nd month.I sent an email explaining I will not pay for a service that does not work.I received an email on how to reset the collar again.This time with an explanation that I would not get a refund for the monthly service and I cant cancel because I was in a contract with them for six months.At that point I decided to go with an AirTag.No time to wait for them to get back to me because it was taking too long.I dont have to pay for a monthly service for an item thats not working.THEY are in breach of the contract.I want the contract ended. I want them to stop charging my bank account.I have attached my initial purchase invoice from the company. $20.81 is taken from my bank on auto the 13th monthly.

    Business Response

    Date: 01/18/2024

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

  • Initial Complaint

    Date:01/11/2024

    Type:Billing 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 paid for a 6 month subscription which also included one month free for a total of 7 months. This was and still is a promo they are running. Received my collar on the 8th of January. My billing says ** paid for 6 months and my next billing will be July 8th. This is only six months. Per the promo I should have 6 months plus 1 month free, making my next billing date August 8th for 6 months. This company has no live support, no phone number, canned responses from support. Look them up on ****************** or any other social media and there are tons of red flags. Oh and heres the kicker. The app said I could call customer support, but in order to call them I had to pay another 110 bucks to get live phone support. This is by far the most ridiculous thing Ive ever seen. This company clearly could care less about their customers. They wanna charge me to let me call them. Wow. The collar so far does what its supposed to do. I just want my one free month that was included with my subscription. Hopefully I never have any problems, cause customer support is reserved for customers stupid enough to pay an extra 100 bucks for that ability. If this isnt fixed, Ill be filing a charge back with my credit card company. Account info ********************** ********** Collar ***********

    Business Response

    Date: 01/11/2024

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

  • Initial Complaint

    Date:01/09/2024

    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.
    Auto renewal. They auto renew and in order to cancel they give you a giant run around. I purchased this as a gift for someone. I never activated the collar and in order to get support you need to download the app and register the collar then and only then can you access support. This is a big run around all the while they have my $204.00 Im happy to see that I am not the only one dealing with this issue and we all want our money back!

    Business Response

    Date: 01/10/2024

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

  • Initial Complaint

    Date:01/05/2024

    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 purchased their gps tracking collar two years ago (Feb 2022) as well as their gps tracking subscription. It didnt work exactly as we hoped but we thought was better than nothing. The service subscription fee was charged again in Feb 2023 but shortly after the product started working even less reliably. I attempted to cancel this subscription January of **** before being charged again, but the app is no longer able to connect. All website instructions say that you have to use the app to cancel. All attempts to fill out help requests on their website get an auto response instructing to use the app. The chat offered on the website does the same. Any emails I have sent to the company get no response or give the same instructions to use the app, in spite of saying in the request form that the app isnt working. They have no listed phone number for their service, and I have yet to be contacted by an actual human after many many requests submitted. My credit card company has advised me to change my credit card number in order to avoid being charged again next month, which is a huge hassle for me for many reasons. Their website and online review sites contain only glowing reviews for this product. I really, really regret signing up with them and I just wish I could warn others not to.

    Business Response

    Date: 01/05/2024

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

Fi is NOT a BBB Accredited Business.

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