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:12/06/2022

  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.

  
  We purchased this product in hope it would keep our pet safe within our property. My wife filed a complaint due to lack of customer service as we tried to have him come out and fix the issue but failed to communicate back and was rude to her when he did. After her report, he then contacted my wife and set up an appointment to fix the problem. When arriving, I, the husband, was at work. He was referencing the report with her while trying to fix the problem which he should of not brought it up. It made my wife uncomfortable and unsafe. He then tried to manipulate the problem to make the perimeter smaller so the dog had less room in the back yard instead of digging the line up and putting it closer to the house. My wife did not bunch and when he dug it up, he realized there was actually a problem. He did fix it. This is when things get interesting. He leaves and has my wide message him everything was ok so he has what he needs for the complaint she filed. After receiving the message he leaves. My wife called him Back a few minutes after he had left and was just going to tell him that we had missed a spot that needed attention and planned on scheduling another date for him to come back. We DID NOT ask him to return that day, he did that on his own. When he did he was Irrate and Completely rude to my wife!!! He was screaming and raising his voice at her telling her he was done with us. He didn't care if we filed another complaint or anything. We are not to ever contact him again about his product. My wife is pregnant and they way he was talking to her while home alone shook her up for a few days. He should have Never spoken to her with that tone. He definitely wouldn't have spoken to me like that. She was scared to file another complaint so I am doing it for her. This guy is 100% unprofessional and people need to know! This all happaned December 16th at 1pm. We have video of the altercation from the back yard. Thank you. If a problem happens in future, we want it fixed.d has tried to call him regarding this issue many times without a response.
  We have resorted to adding physical boundaries to stop our dog from going into the front yard (see image)
  12/4/2022 I followed up via text message with **** and communicated the fense line hadnt worked the entire 6 months. He gave me suggestions to alter the fense strength and radius over text, but refused to come out and provide in person customer service.
  It has come to be very apparent Dogsafe Underground Fense will not provide in person customer support which is very frustrating.
  I would like to have **** come out and fix the fense line to extend to the house as I would have assumed would have been completed at the initial request.
  In addition to finishing the job, I would like to file a complaint based on the lack of customer support.

  Business Response

  Date: 12/16/2022

  I'm responding to the ****** ***** complaint:

  ****** claims the invisible fence my company installed didn't work properly.  She claims that it didn't keep her dog from coming around the corner of the house allowing the dog into the front yard.  It doesn't make sense that if this was true why did she wait 6 months to contact me?  ****** did text me Dec 4th and said the dog could get around the corner of the house.  I promptly text her back giving her the resolution to turn up the field width of the fence to reach the dog.  This would increase the boundary about 1 foot.  It needed increased because the dog is full grown now and taller needing just a little adjustment to raise the fence height just a foot.  ****** did not respond to my text telling her how to change the height adjustment.  I called her and she would not answer the phone.  The next day i received a hate text from her stating my company wasn't good and it was a waste of money etc.  

  ****** refused to acknowledge the simple adjustment literally the turn of a knob.  I drove to her house today December 16 and explained it to her showing her the field width knob in person.  ****** didn't want me to simply turn the knob but wanted me to move the wire in the ground about 1 foot instead.

   

  I did this for her and did not charge anything for the service.  I asked ****** before i left if she was happy with everything.  We checked the collar on the dog, the dog could not get around the corner any longer and we both agreed that the issue was fixed and both parties we happy.  I asked ****** to actually text me the response too.  I wanted it in writing that she was happy and this was exactly how she waned it.

   

  ****** did text me that message and was happy everything works!!!!!

   

   

  20 mins after i left her home ****** calls and texts again!  Now she wanted me to come back and change a wire on a different part of the property!  

   

  She never mentioned this ever!  Not 1 year ago, not 6 months ago, not last week, and not while i was there 30 mins ago!!!!!!!

   

  I DROVE BACK TO HER HOUSE CHECKED THE OTHER SIDE OF THE HOUSE AND THE DOG COULD NOT GET THRU THAT SIDE AS WELL.   NOTHING WAS WRONG!!!!!

   

   

   ****** have a nice Christmas Season and New Years!  Your fence is working properly 

   

   

  Regards,

   

  **** ******

  DogSafe Fences