ComplaintsforDogtra

• Initial Complaint

  12/11/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  We have purchased and been using a Dogtra ****s for a little over a year (by calendar, but in reality we've probably only had a working collar for 6 months.4 times now our collar stopped working, we've sent it for "service" every time and they send it back saying "we can't replicate the issue" and send it back to us just for it to not be working.Not sure what's going on with Dogtra but they are a massive pain to get a working device.

  Business response

  12/12/2023

  Matthew 

  I have looked in our system under ******* / ******************* and looked up your email address and I am not finding you in our system. We would need more information such as the serial number for this ***** please and possibly your address also. The unit itself does have a one year warranty and as you had mentioned you had sent the unit in for inspection I would like to look into this and see what the Technicians finds were. Please respond back or give us a call at ************** also we do provide shipping labels if a unit has been in for inspection, and you would like the system reevaluated. All Associates follow this Protocall. 

  Dogtra Company 

  ***************************************;

  ************, ** 92841

  Customer response

  12/12/2023

   
  Complaint: 20986470
  
  I am rejecting this response because the records can be located under serial ******.
  
  Sincerely,
  
  *************************

  Business response

  12/27/2023

  ************;

  thank you for the serial number as we found this repair under the name of *****. I would like to provide a recap because some of the information you provided there is one details missing. First time the unit came in was on repair B073188 08/04/2023 you had mentioned on your note that there was a stimulation concern. Our technicians inspected this unit from 08/04/2023-08/11/2023 with our machines here and they were not finding an issue. so then either you had called in or emailed and we emailed a shipping label to bring the unit in for re inspection on sales order # ******* on 10/30/2023

  -PLEASE EMAIL R/L TO ********************, PLEASE LET ***** KNOW WHEN PACKAGE COME IN FOR REPAIR. CUSTOMER ***** RX WILL NOT COMMUNICATE AT ALL WITH TX. CUSTOMER IS RETURN BOTH PARTS TO HAVE THEM INSPECTED 

  Unit was received on repair B074350-1 though the Technicians again had inspected the unit from 10/09-10/16 we had them replace the collar for you. 

  11/09/2023 we received the system on repair B074868 and the collar needed to have a circuit board repair and was made. 

  We are more than happy to email you a shipping label to bring the system back in and you can always call us for further assistance at ************** we can at this point request the Technicians to replace the system for you. 

  Customer response

  01/11/2024

   
  Complaint: 20986470
  
  I am rejecting this response because:

  After the 2nd time it was returned to us and it didn't work we spoke to your team and they indicated they would just replace the device. Then they sent us the same device back, and straight out of the box it wouldn't sync.

  I truly don't understand how we can have the same issue over and over, provide video of us using your instructions to pair the collar and the remote to show it not working and we still ended up with a broken device.

  At this point we're just going to eat the cost on our own and purchase a new one for a last ditch hope that it works and if not we'll switch to another company.

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

• Initial Complaint

  02/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I own a 2-dog 1902S Dogtra system. It has 2 remotes and 2 receiver/collars. One of the remotes was damaged and I called Dogtra on 2/2 to purchase a replacement remote that was the same frequency as my other remote. I explicitly explained that I needed a remote that was matched to my existing remotes and offered to provide them with whatever they needed to ascertain the required frequency. They told me that they didn't need any information and that it was a simple 3 step process to marry the new remote to my existing system--including the existing remot, and repeated this when I asked if they were sure they didn't need frequency information for my existing remotes. I then paid them $168.49. When the new remote arrived, it was not the same frequency as my existing remotes. I promptly wrote to Dogtra to address the problem. I made clear what the issue was, provided them unequivocally with the required frequency code, asked them to send a properly programmed remote together with a prepaid return packaging in which to return the improperly programmed unit. After being ignored, I called their customer service where ******** was belligerent and unhelpful, and after asking to be escalated, "*****," as a pretext, pretended that I had been inappropriate, and hung up on me. I say "pretext" because it was 3 minutes past their stated closing time, and nothing I could say could change his extremely evident desire to go off the clock.

  Business response

  02/16/2023

  Thank you for contacting us regarding your recent experience with our company. We understand that you have expressed dissatisfaction with the service provided and we take your concerns seriously. Please know that we have thoroughly investigated your complaint and are committed to finding a resolution that is satisfactory for all parties involved. We apologize for any inconvenience this may have caused and want to assure you that we are dedicated to providing our customers with the highest level of service. We appreciate your business and are committed to your satisfaction. Please do not hesitate to contact us if you have any further questions or concerns. We value your feedback and will work hard to ensure that your next experience with our company is a positive one.

  Thank you for taking the time to bring this matter to our attention.
  

  Sincerely,

  Dogtra 

   

   

  Customer response

  02/16/2023

   
  Complaint: 19413719
  
  I am rejecting this response because: It does not clearly state in writing that they will do as I have requested. I have been contacted by phone today by Dogtra and promised that they would fix the problem, but given their prior incompetence, belligerence, and misinformation, I will believe their words only when they are backed up by their deeds. Fool me once, shame on you. Fool me twice, shame on me. They make a good product. It's a shame that they give themselves a black eye through their substandard customer service. If, for the first time, they actually do what they say, I'll accept this response at that time. Until then, sorry, but no.

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

*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. ↩