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Business Profile

Find A Pet

Fi

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Find A Pet.

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:01/03/2024

    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 sent me a faulty collar. I requested a return label and refund since it was faulty and I tried everything I could find on their website and online to fix the problem. They responded and "tried" to do tech support, basicslly it was just a repetition of everything I had alreasdy done but I tried again anyway for them. This took MONTHS because they would wait a few days to a week or more before responding back. Thry finally said "ok you can return it" and now are making me pay for return shipping for a faulty product!! What a scam!!

    Business Response

    Date: 01/11/2024

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

    Customer Answer

    Date: 02/16/2024

    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 below (Fi Collar) has not resolved the issue I had with them. I returned the collar and they gave me a refund for the collar price but not for the shipping and handling cost. They claimed that they adequately tried to troubleshoot my problem, but they did not. They just kept giving me the same "troubleshooting" responses that weren't helping, and it took literally months of this back and forth. They kept saying "oh let us try again" "and again" and again. And now they are claiming that I "declined further assistance"!! What?! After MONTHS of accepting assistance that wasn't working, now they claim I'm declining it??! It was not helpful and they refused to accept the fact that the collar they sent was faulty. They didn't even offer to send a replacement to try a new one. They forced me to pay for return shipping even though it was their fault. They claimed that they did no wrong and that the collar was perfect. They claimed that it showed up on their end as being set up. If that was the case, why wouldnt it work for me? I was still in the return window when I contacted them intitially so it's not like I was trying to get a refund after the return window; I genuinely had a problem with this device. They think that I just bought it to return it and pay for return shipping so I would actually lose money? Why would I do that? What is the end goal in their eyes? They could not understand the problem I was having so they blamed me and made me pay. I have never had such a bad experience with a product company before.  

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 02/26/2024

    Per Fi's warranty policy, if a product is deemed faulty, it will be replaced at no cost to the customer. However, this needs to be ***************************** via troubleshooting, which was declined. At this time, the issue has been resolved working directly with the customer.
  • Initial Complaint

    Date:01/02/2024

    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 renewed subscription-based services for a new dog after our previous dog had passed away; I was subsequently charged twice for the service that month. November came and I was charged once, so I thought to just leave it. However almost a week before the subscription was to renew in December, I decided I wanted to cancel as the new dog wasn't wearing the required collar well. The only way you can cancel service is via email and they refuse to respond; I have emailed over 17 times to Support, with no response. The next steps I'm being forced to take are to fight the charges with my credit card company.

    Business Response

    Date: 01/07/2024

    The Fi team has resolved this issue in full working directly with the customer and sent an email to them on Dec 31st detailing this.
  • Initial Complaint

    Date:12/26/2023

    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.
    1. The collar is inaccurate and stopped working completely after 1 monthI reached out for help the only way possible (email) as the chat doesn't work and there is no number to even call for help. The "help fixes" sent were robotic copy and paste and never resolved the issue. 2. I was billed after I asked for my account to be canceled and never received a refund 3. The business has ignored my request to cancel multiple times now 5+ times and I continue to have no support or refund of even the unsued portion of the payment.4. They encourage me to "work with support" but this is a robotic like copy and paste response and they just say they wont renew my subscription. But I want to cancel immediately aget a refund of even just the unused portion.. I cannot get them to cancel this and its unacceptable and horrible customer service BEWARE of this company and their practices

    Business Response

    Date: 12/27/2023

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

    Date:12/22/2023

    Type:Customer Service 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.
    THEY IGNORE ********************** ANYWAY. I paid FI on Dec 8, 2022 with a 1 YEAR membership for TWO dogs, paying $99 each. See payment below. I did not have to satisfy a 6 months obligatory clause since I paid both for the entire year! In June 2023 I contacted Fi through their app to cancel the Dec 2023 rebill of BOTH *YEARLY* MEMBERSHIPS BUT THEY NEVER RESPONDED & IGNORED MY REQUEST! Instead, they rebilled me for another year. The fi location features are useless if dogs away from ******* phone. Wherever I tested, in and out of state (**) the fi map showed their locations somewhere absurd. Their collars have not been charged since June 2023 (FI can see that) because they don't work!

    Business Response

    Date: 12/26/2023

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

    Customer Answer

    Date: 12/26/2023

    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]

    Fi is NOT actively working with me. They simply lied to **************** saying that I did not cancel 2 memberships when I DID. FI has ignored cancellation requests from dozens of other customers, as per their online reviews. They do however suddenly become responsive to a chargeback. Im submitting separate complaints to the ******************************* and attorney generals office in my state for unethical and unlawful business practices.

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 12/27/2023

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

    Date:12/20/2023

    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.
    After online purchase in late November, I received my FI Smart Collar for my dog on 12/3; immediately I noticed that the base was defective (it did not power on when plugged in), so Im not able to synchronize or complete account setup via the app. Then I went online to troubleshoot it; informed that there is no fix I reached out to support team on 12/4 via the companys website; on 12/4 I opened my support ticket with the company (request no. ******). My request for support went unanswered for several days, I sent 4 follow up emails, and finally on 12/7, I received a very short response informing me that my request was received but due to high volumes their response will be delayed. I did not follow-up with them to give them time to get to my request. On 12/9, finally a response from **** of the FI Customer Success Team, provided me with a one sentence instruction on rebooting my phone to address my issue. Particularly frustrating with this email is: 1- the same troubleshooting advice is easily available on their website, and 2- the issue that I have was about the base not powering up, so rebooting my phone not surprisingly fixed nothing. Their incompetence was more evident, so I decided to reach back out on 12/11. I followed their ill-advice to reboot cellphone, and after informed them that there was no change (the base still does not power on). I have not heard back from the company since my email on 12/11, in spite that I have sent follow-up emails 12/14, 12/15 and 12/19; and have provided them with alternate forms of communicating with me. I found a telephone *************) for the business, but when I called today, I am disconnected before anyone responds, leading me to file this complaint. The business has not tried sufficiently to fix my issue, and I dont have faith that they can. I want a full refund of any charges, cancellation of my order, and a return liable to return the unused and defective product.

    Business Response

    Date: 12/24/2023

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

    Customer Answer

    Date: 12/29/2023

    Better Business Bureau:

    Thank you, your involvement encouraged the company to take action and do what is right, partially, since I had to pay for return shipping. Nevertheless, the business did reach out to me in reference to complaint ID ********, and I find that their resolution (full re-fund and return of defective un-used item) is satisfactory to me, and the matter is now resolved.

    Have a Happy and Healthy New Year!

    Sincerely,

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

  • Initial Complaint

    Date:12/13/2023

    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.
    I currently use the company's GPS enabled dog collars to track my dog in the event she runs away. I have had 2 separate products (Series 2 and Series 3) models. I had no issues with the series 2 other than the cellular connection was being phased out so I upgraded to the Series 3 model in June 2023. No issues since 12/08/23 when the collar completely stopped functioning. I opened a support request on 12/10/23 received an initial response and nothing since. I have sent multiple inquires and called twice and left messages. I have an active annual paid subscription to this service and the company has pretty much decided to stop responding. I would like a cancellation and refund of my annual subscription.

    Business Response

    Date: 12/14/2023

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

    Customer Answer

    Date: 12/18/2023

    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 Refused to provide a refund for the remaining subscription service following my request to cancel my service.  The cancellation was as a result of a terrible customer service experience.

     

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 01/11/2024

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

    Customer Answer

    Date: 01/16/2024

    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:12/13/2023

    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.
    The product does not work as expected. I've been trying to cancel my subscription and they make it almost impossible. Reminds of the LA fitness times where couldn't cancel your gym membership.You have to PAY to get support on the phone!!!! And via email they take weeks to reply. And reply with another question so that they can take a few more weeks before canceling the membership. This is obviously by design. They could allow you to cancel the membership on the app.The GPS never works and the device only works well while in WiFi which is stupid. We want to track our dog when runs away not when he is at home.Terrible customer service.Never buy this product.

    Business Response

    Date: 12/16/2023

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

    Date:12/12/2023

    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.
    Account access.

    Business Response

    Date: 12/16/2023

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

    Date:12/05/2023

    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 upgraded to the Fi 3 collar which is double the price of the Fi 2 subscription service. This is suppose to include phone support which is completely false advertising. I have called numerous times and each time it says the wait time is 8 minutes, then just goes to voicemail, or disconnects altogether. The times it has gone to voicemail I have left a message only to be ignored. I need to speak to an actual person for live support as I am not interested in a chat bot or going back an forth on emails for something that could be resolved with a single phone call.

    Business Response

    Date: 12/05/2023

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

    Customer Answer

    Date: 12/07/2023

    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

     

     I received an email from a person named ********* who claimed to be taking over support for my case and have received no further contact after responding to her email requesting a call back.

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 12/24/2023

    Once again, the Fi team has been actively working with the customer to resolve this issue, and has been waiting for a response from the customer with our last communication being the following message after a string of back and forth messages:

    "Hi ******,
     
    I am so sorry to hear this - it is never easy to lose a friend.
     
    We can certainly keep this request open until you're ready to run these tests with ****** collar - just email us when you've completed these steps so we can review the data together. :)  
     
    In the interim, please don't hesitate to follow up if you have any further questions - we can resume troubleshooting when you're ready to do so.
     
    All my best,
    *****"




  • Initial Complaint

    Date:12/01/2023

    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.
    In November 2023 I was charged for a renewed subscription to FI dispite no longer having the dog, collar or base anymore. I was told to cancel through the app, however if you don't have the base or collar, you cannot set up the app and access the area in which to cancel the subscription. Subsequent messages to their chat have been met with no response. What's more, you have to PAY FOR A 2 OR 3 YEAR SUBSCRIPTION to have the honor of talking to someone on the phone. Extremely unethical business practices as you can see from the list of complaints already registered with this company. I am working with my credit card company to dispute charges as there is literally NO OTHER WAY TO CANCEL outside of the app, which again I cannot access because i do not have a working base or collar to set up and access the part of the app I need to cancel.

    Business Response

    Date: 12/03/2023

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

    Customer Answer

    Date: 12/04/2023

    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,

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



     

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