ComplaintsforWhistle Labs

• Initial Complaint

  01/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have had a subscription since 2014. Our tracking device will soon no longer work due to **** ending 3G services. I received two emails (one 1/3 and one 1/17) notifying me of the imminent demise of the service, and offering discounts on a new tracking device ($100 off of one style, and $50 off of another). While it seems outrageous I have to replace an otherwise still functioning device (still charges/works/etc.) I went to bite the bullet and buy one. When I tried to use the code, it didn't work properly. After almost an hour on hold to get to customer service, they informed me "Oops, we meant $50 off a full-price one." I pointed out both emails (sent two weeks apart) stated $50 off, period, full stop. She had also said that multiple people had called to complain about this. I suggested it sounded like their communication was less than ideal, and pointed out that many companies send out correction emails--often within hours/minutes--when they notice they've made a mistake. I suggested they might consider honoring the code. I was told no, and I should understand how they meant to advertise it, not expect them to provide what they actually advertised.

  Business response

  01/18/2022

  Hello ****************,

  My name is ***********************, Director of Customer Experience for ****************, which includes Whistle. I apologize for the confusion with the email that went out on 1/3. It was meant to be a total discount of $50 off a Go Explore or $100 off a Switch. We have a promotion going on currently for everyone to take advantage of for $20 off when choosing a 1 year or 2 year subscription plan. This discount along with the one being offered to our Whistle 3 customers would total $50 or $100 off. Additional wording was added to the most recent email that went out on 1/17 to explain this. 

  Due to the confusion this caused you, we're happy to honor the additional discount for you. I will have someone follow up with you to select the device of your choice and apply the additional discount to your purchase. 

  Best Regards,

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

  Customer response

  01/23/2022

  Better Business Bureau:

  I think this issue (ID *********  is resolved. Why I was not satisfied with the original response posted here, I received additional communication via email. Which--while confusing and contradictory--was eventful resolved in a way that I'm happy with. They initially stood by what they had written here. I have been too busy to respond, and a day or two later I was offered a free device. Again, all very confusing, but I am happy with that offer. Thanks very much for your help. 

  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a loyal customer since this company was Tagg, before they were acquired by Whistle. I regularly purchase their newest devices and have trackers with subscriptions for both of my pets. I have two active subscriptions for devices that I was told will no longer work as of February 2022. The expectation when subscribing for a year is that your device will still function. Now I am being told I have to pay another $300 in order to keep a service that I already paid for running - this is extortion. Pay us more or the subscription and device you already paid for will be shut off. To make it even worse, they have been sending coupons for $50 and $100 off their devices that dont take off the full amount advertised. So not only are they extorting loyal customers but have now resorted to using bait and switch tactics. If Whistles devices are no longer able to deliver the services that were already paid for, then they need to be replaced at no cost to the consumer.

  Business response

  01/05/2022

  Hello *****, my name is *********************** and I'm the Associate Director of Customer Experience for **********************. I'm sorry to hear of your disappointment in regards to the AT&T 3g sunset and our offer. Unfortunately, the sunsetting of the 3g network is out of our control. This information is also on AT&T's website, but they're basically shutting down old networks like 3g for newer networks like 5g. All devices running on the 3g network will no longer work. We can't switch your current device to the *** network, it would need a new internal chip board. 

  We have two offers for our current Whistle 3 customers. You can get $50 off of a Whistle Go Explore or $100 off of a Whistle Switch. The reason it's not taking the full $50 or $100 off in the cart currently, is due to another special we have running on our website for $30 off. This along with the offer for your Whistle 3 will total $50 or $100 off your purchase. The $30 special we're running on our website ends on 1/11 and then you'll see the update on the sunset promo in the cart. Customers who don't wish to take advantage of this offer can opt to receive a refund for the remaining time on their subscription. 

  Since you've been a loyal customer of ours since the Tagg days, I'd like to offer you two free upgrades to the device of your choice. I will have one of our customer experience advocates follow up with you with this offer so you can select your device and color choice. Thank you for being a part of the Whistle family for so long and I hope we can continue to help track your pets health, safety, and provide you with an added peace of mind. 

  Best Regards,

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

  Customer response

  01/13/2022

  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My name is ***************************, my whistle account is under [email protected] have been using the Whistle for about two and a half years now for my Corgi ******. I have enjoyed using the device immensely and gladly pay the $10 a month subscription service that goes along with the device. I have spent well over $400 in your company.However I just recently received news that the device will no longer work and in order to keep continuing to use the service, I will need to spend another $100. I was shocked, this doesnt seem correct. It seems like a scam.You created a device which doesnt last at all, and then EXTORT the consumer to pay more to continue using it. This is a scam plain and simple. And your company is completely allowing it and acting like its nothing normal.I even reached out to customer service to ask about this and reached a representative named ***** who was very mean about the whole thing. And told me in the call Well you dont have to use it anymore.What self respecting company that actually cares about its consumers and their pets would just tell their userbase. Pay up or ship out.This is bad practice and the company should be investigated.

  Business response

  12/20/2021

  Hello ********************, I spoke to you earlier about your experience with ***** and your concerns with the AT&T 3g Sunset. Again, my sincere apologies for the experience you had with *****. Per our conversation, we're sending you a new Whistle Go Explore at no charge to you. I do see Sim followed up with you via email and you replied with your shipping address. We'll have your order shipped out asap. 

  Best Regards,

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

  Associate Director, Customer Experience 

  Kinship

  Customer response

  12/21/2021

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received an email, today, that my three Whistle 3 will cease to function starting February 2022 because ****** is shutting down its 3G network. We prepaid three annual fees for the service of using our three Whistle 3 *** trackers (1. Renewed July 1st 2021 for Poochie 2. Renewed August 27th 2021 for ***** 3. Renewed September 20th 2021 for Boots). The company offers a rebate to buy new *** trackers, but I refuse to do that. I paid my three Whistle 3 *** trackers PLUS three separate annual suscriptions. I want to either receive a prorated refund on my three annual suscriptions OR receive THREE Whistle Switch like they mentioned in the company's email. My dogs are all under 25 pounds and CANNOT USE WHISTLE EXPLORE GO trackers. I attached screenshots of the *** desciptions and weight recommended found on their website & my dogs profiles on the Whistle accounts. I SHOULD NOT HAVE TO BUY AGAIN THREE NEW *** TRACKERS SINCE WE PREPAID THREE ANNUAL SERVICE SUSCRIPTIONS.

  Business response

  12/06/2021

  This customer never reached out to us with her concerns. We are offering these customers affected by the AT&T 3g Sunset an upgrade offer of $100 off a Switch for each device they need to replace or a prorated refund, which was one of the options she requested. 

  Customer response

  12/06/2021

  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 with a full refund on Boots' subscription and pro-rated refund on ***** and Poochie's suscriptions. 
  
  Sincerely,
  *********************************

• Initial Complaint

  10/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a tracker with a broken clasp. I called in early September 2021 for a replacement and they admitted they have had issues with this particular devise breaking and they sent me a replacement at no charge. Since getting it I have spent hours on the phone with support to get it hooked up and functioning. At this point (10.7.21) I not only do not have the new device hooked up, the old one is no longer in use as well. Every time I call to get the new one hooked up they delete current date and I end up calling back to get my account restored. I have multiple devices in use and each time I call to have things restored I have less and less functionality. My last call was today at which point I asked to speak to a supervisor, was told they would have to call me back. I have received no call from a supervisor.At this point I do not have the new device installed and the old device is not on the system yet they have my subscription money. I just want to make sure I don't loose my pets.

  Business response

  11/17/2021

  Business Response: I looked at her current account, and past tickets. She is having issues with her device giving out Bluetooth notifications. She has a MOTO Z2 Force. Our agents found an official article posted by the company who manufactures these phones. The company stated that there is an issue with Bluetooth on their phones and sometimes having them connect to other devices via Bluetooth, which is the issue she is having here. This does mean the issue is unfortunately with her phone. Her devices still work, they let her know when her pet leaves or escapes, all the activity and health features work, she just is not able to receive Bluetooth notifications because of compatibility issues with her phone. I sent the customer an email, I apologized that we were not able to fix this issue, but because it is a compatibility issue there isnt much, we can do on our end to have her start receiving Bluetooth notifications. The only thing that would fix this issue is if she were to purchase a phone that didnt have these Bluetooth issues. Offered the customer a refund of 1 month for each of her subscriptions for the trouble, but again, there isnt much we can do to have her receive Bluetooth notifications. Our agents have tried everything in terms of troubleshooting and in the end, it just comes down to her phone not being compatible.

  Customer response

  11/19/2021

   
  Complaint: 16004156
  
  I am rejecting this response because:

  I have had the same device for 3 years all the while a customer of ********************** with no issues.  Prior to this time period I have had previous versions of this same phone again as a customer with no issues.  Now they tell me that it is my phone, the same phone.  I have asked 3 times to respond to this observation with no response.  The issue started because the lugs broke so it was unable to be attached to my pets collar. They admitted it was a defect and replaced the device at no charge.  Since receiving the new device all but one support person (*****) has not been able to connect the new devices to my phone. They will not let me work directly with ***** but would rather blame 1. my router 2. my wifi network 3. my phone. Now after 7+ weeks of trying to work with them I am once again blamed for the issue and offered 1 month of a credit. 
  

   

  I have been a long time customer of ********************** and have recommended many people but over the last few years their network, product and most certainly their customer service/support has gone down hill rapidly all the while their prices have gone up.  My pets are worth it but there comes a time when a company needs to step to the table a do better.

  
  Sincerely,
  
  *************************

  Business response

  11/23/2021

  Hello ******************, I'm sorry to hear of the issues you've been experiencing with our support team as they try to activate your device. After reviewing your ticket, it sounds like there might be an issue with your phone connecting to bluetooth devices. To confirm this, we'd like to have you try to connect to a different device like a tablet or maybe someone else's phone. I'm going to have another supervisor reach out to you to further investigate. If we can't get your device activated, I'm happy to offer you a refund on your device and subscription. 

  Best Regards,

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

  Associate Director, Customer Experience 

• Initial Complaint

  09/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled my service with whistle. Which they are supposed to refund the future months payment. Especially since their service failed to work every time it was needed. Never able to locate my pet with it. Their two GPS collars I bought over the 2 year contract both failed. Then the 20 dollars they did owe me for cancelling they won't give me back because my credit card was cancelled.At this point I am seeking a 200 dollar refund check. For the services paid for that were not rendered. Ignoring the fact that they clearly sold faulty products.

  Business response

  11/17/2021

  Business Response: I checked this customer's ticket history. I do see he reached out a couple of times in the past. Once because his device would not charge. In this case we did send him a new charger, at no cost, this did fix that issue. Another time the customer did reach out because he was having trouble tracking, this was when he was on vacation driving through ************. Explained that the device does not work well if there isnt adequate AT&T coverage, and this was the end of that correspondence. The customer again reached out in September of 2021, he looked to cancel his subscription, which he did. Our agent added a credit for $20 to his account, this was more than the amount that he had left in subscription time. I removed the $20 credit today, and let the customer know that I will send him a check for $20, I just need him to reply with his current shipping address so I can do so. We did not offer the $200 he is looking for, as he did continuously use his device from December 2019 up until when he cancelled in September of 2021. The $20 check offered is slightly higher than the amount he is owed in unused subscription time.

• Initial Complaint

  09/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received 2 Whistle 3 dog trackers as a gift and registered them around 6 months ago, paying two 1 year subscriptions in full. This week, Whistle contacted me stating the technology is obsolete and I will need to purchase $300 in new equipment to continue to use the product. They offered $30 off and eventually (coinciding with a sale to all customers), 20% off. I asked for $200 of my $300 investment back and to be let out of my contracts penalty free with a refund for time not used (or two free upgraded products). The company refused reimbursement or further discount, citing the purchase was off Amazon. Amazon is still today selling the same device with no warning the technology cannot be used. My comment to Whistle was Amazon received the product to sell somehow and assumed from Whistle. Whistles **** ***** advised he is seeming many of the exact same complaints right now so it is clear whistle is aware Amazon is selling obsolete products and has failed to serve a cease and desist.

  Business response

  03/14/2022

  Hi Riannon,

  Thank you for letting us know. We are so sorry to hear about your experience with Whistle but we would love to get this resolved for you. We will be reaching out to you to get this taken care of. 

  Thanks again! -*****

*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. ↩