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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.
  • 23 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:01/30/2024

    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.
    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: 02/12/2024

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

    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.
    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,

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



     

    Business Response

    Date: 01/28/2024

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

  • 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.
    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

Fi is NOT a BBB Accredited Business.

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