ComplaintsforHalo Collar

• Initial Complaint

  07/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 7/7, our Halo collar stopped working and stopped powering on. I called the company on 7/9 and worked with support to trouble shoot. Had to call back the following day after 24 hours to continue troubleshooting and then was told to apply for a warranty replacement. On 7/11 I received an email saying my replacement was approved and "a replacement collar was already being shipped to me". On 7/14 I still had no shipping/tracking info so I called support again and was told I would have shipping info "within the next three (3) business days from Thursday 7/18". We are currently on business day 4 from 7/18 and I still have received no tracking information. I sent an email to the company on 7/16 letting them know I was unhappy and needed a response and I have not received anything. I have invested over $600 now and I feel like I am of no importance to their company since they are having to replace their own faulty item and not making more money off of me.

  Business response

  07/26/2024

  Hi *****,

  Thank you for your message! I have just reached out to you via email to assist. You can locate this support ticket by heading to your Halo App > Settings > My Tickets. 

  I look forward to hearing from you!

• Initial Complaint

  07/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ordered three collars from Halo on May 5, 2024. After several failed attempts from their customer support team to get the ********************* linked to my account, I decided to return them. I processed the returns and received the return labels for 2 collars on May 10, 2024 and the 3rd on May 13th, 2024. They were dropped off at the post office a few weeks later but by July 15th, 2024 - I still had not received any confirmation that the collars were received or I was getting a refund. I sent an email on July 15th, 2024 to their customer support team. I received a response this morning stating that they only received one collar and they have to escalate in order to get a refund. They are trying to scam me because all 3 collars and labels were scanned in at ***** and returned in the same box and why would my refund need to be escalated?

  Business response

  07/18/2024

  Hi ******,

  Thank you for bringing this to our attention. I am currently looking into this for you and will be in touch soon.

  Customer response

  07/18/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the halo collar and went through the extensive video training. I live in a rural area. Right from the start the collar sent random incorrect warnings to the dog while inside the yard. I've worked with customer service to no avail. They claim the collar works anywhere. I've asked for a refund or replacement but have been refused. This is a very high priced item and it should work flawlessly. I can't use it at all because it confuses my dog!

  Business response

  07/18/2024

  Hi ****, 

  I have just reached out to you once again regarding  replacing your Halo Collar! You can access all of our correspondence by heading to the Halo App > Settings > My Tickets. 

  I look forward to turning this around for you!

  Customer response

  07/18/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I decided to purchase Halo Collars for our three dogs, after purchasing a home in an HOA that does not allow fences. After much consideration, we made our purchase on 7/2/2024 (Order# *******) in the amount of $1761. Since we had recently moved, our billing address was still our old home address, and we opted to have it shipped to our new home address. On 7/6, we received a notification that our collars had shipped - but the shipping address had automatically reverted to our billing address, which is our former residence. We immediately opened a ticket with Halo Support and attempted to call their customer support line. After waiting on hold for 30 minutes, we hung up, and tried their video support service. I was able to get through to someone, who told me that Halo Collar does NOT ship to separate billing and shipping addresses which was not communicated to me at the time of purchase, nor did anyone reach out after purchase to confirm the shipping address. I was told that the billing department *might* be able to help, and that I would have a response in 24 hours. The shipping status on ***** still said "Label Created", so I was hopeful the Halo team could stop this shipment in time. After 24 hours, I received an email that basically said I'm out of luck, and there's nothing they can do. So, I responded asking for an order cancellation, as the package still had not shipped (according to ******* No response, and the ticket shows as closed. I submitted another ticket yesterday following up, asking if Halo could reach out to ***** to help us reroute the package, no response and ticket shows as closed. In conclusion, I've now lost $1800 worth of product with no help from Halo to fix this issue. Not only would I not recommend Halo Collars, I would highly suggest staying away at all costs. Clearly this is NOT a company that cares about their clients, or is willing to communicate appropriately.

  Business response

  07/12/2024

  Hi ******,

  I have just called and left a message, I am so sorry about the inconvenience this has caused you. I went ahead and refunded the transaction in full so please be on the lookout for that in the next 7-10 business days. I will also be in touch via my personal email so that you have my contact information. I do hope to connect with you soon!

  Customer response

  07/18/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased 2 Halo collars 1 for our dog and one for our sons dog. Our dog is a very large , strong Cane Corso weighing 185 pounds. Our sons dog is a small dog . The halo collar does work good for our son, it did not work for our BIG powerful boy ! Due to the *** system always having a few second delay or not always getting a connection for some reason . I, as a responsible dog owner can NOT afford to have the few second delay with a big protective dog. He is a stuborn boy and this system did NOT faze him . The beacon didnt work in our house for some reason, which was very frustrating trying to train him which he knew most of the commands anyway! I packaged the collar up , putting everything back in the appropriate place. He wore the collar maybe 5 times, half of the stuff in box was unused. So I'm not sure how they can say it was damaged beyond repair! What a joke !!! Im asking for the return of the payment of $962.24. I now have NO collar and Im out $962.24 ??? What business treats their customers like this ?? Never have i heard of a business that just gets to keep the product and the money ! I am extremely unhappy and mind blowin that this has happened!

  Business response

  07/12/2024

  Hi ****,

  I have looked into this for you and can see that this was due to an automation error in the warehouse. I am so sorry about the inconvenience this has caused you! I can see that this has since been amended so you should be receiving your refund in the next 5-10 business days. Please feel free to email me directly should you have any further questions. 

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

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a Halo collar fall of 2023. Had an occasional charging glitch, but otherwise worked great. I raved about it online encouraging friends and family to buy this unit! A couple of months ago it quit charging. I contacted Halo and they promptly sent me a new one under warranty. The new collar has not been as great. Ive had to update maps a couple of times, as it would show the collar well outside of our fence lines. We travel back and forth from home to the lake using two fences daily. Ive had to re-walk the fence lines with the collar in hand to try and bring the location current. This has happened 3-4 times. This week we were in the driveway packing to go to the lake. My dog started acting very strangely. I thought perhaps he had been stung. He was slinking down low to the ground, wouldnt make eye contact, wouldnt come into the house etc. when I checked my phone about 10 min later I realized he had received 6 consecutive static corrections and the tracking showed him well outside of his fence line, when it fact he was almost exactly in the middle of his safe zone. I was mortified- I ran outside and quickly removed his collar. He then came indoors and cowered in his kennel. I promptly sent an email. (There was no one available as it was a holiday) and I did not receive a response the following business day. My email was frantic and I was terribly upset. We just got another dog and we were going to purchase a second unit. There is no way I feel safe putting this collar back on my dog, let alone attempting to train a new dog with a faulty system. And I see now, this seems to be an issues with other Halo owners. I would like a full refund of this product. The attached photo shows where the collar location was appearing. The black X is where the dog actually was. He had been wearing the collar for several hours already when this randomly happened

  Business response

  07/11/2024

  Hi *****, 

  We are so disheartened to hear about this. A member of our team has just reached out via email to assist you further. You can access this ticket by heading to the Halo App > Settings > My Tickets. We look forward to resolving this for you. 

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Halo collar 18 months ago. The company advertised 20 gps fences as part of the purchase. Not as part of any monthly plan which is paid separately. I tried to set up a new fence this week (would be my 8th) and was told I would need an upgraded, more expensive monthly plan. I purchased the collar due to the initial promise of 20 fences and now Halo have changed the rules. I have contacted the dog park customer service who did not resolve my issue.

  Business response

  07/11/2024

  Hi ****, We are so sad to hear about your experience. A member of our team has just reached out via email to assist. To locate this ticket, please head to your Halo App > Settings > My Tickets.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased three halo collar between December 2023 and January 2024. In January 2024 I reached out to halo about support with our collars and was meet with email tips and tricks to use the collars, which was basically no support. During the spring time our Halo collars had nothing put issues. They would not charge and the shock would not keep our dogs contained in our yard. Which is why we purchased the collars. We are even having to rehome one of our dogs due to her getting out of our yard and into our neighbors farm animal's. In June 2024 I reached out to hallo again for support and the customer service agent was nothing but rude and said sorry for the inconvenience for rehoming our family member. When i asked about support she told me to just retrain our dogs to the boundaries. I then asked to escalate the problem to management, which was done and on June 17 at 5:30pm I spoke with **************** and she apologized about not receiving proper support in January. She approved a return for refund. I then mailed the collars back with the provided label. Today 6/28/24 I received an email stating my return was denied and my collars where being disposed of. I have reached out via phone 9 times and email 3 times. With not response to get this issue fixed. I am now out over S1600 dollars to a company that told me to return for a full refund while they deny my return and throw the collars in the trash and no one willing to speak with me about this decision.

  Business response

  07/02/2024

  Hi ********,

   

  I am so sad to hear all of this! I have just reached out to you via email to assist. I look forward to speaking with you!

  Customer response

  07/09/2024

  I am rejecting this response because:   A crappy apology is not going to fix this inconvenient

  Business response

  07/09/2024

  Hi ********,

  I have just emailed you to potentially set up a time to discuss your concerns over the phone. 

  I look forward to speaking with you. 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Originally purchased this collar as opposed to other superior options that costed more per month for the active monitoring for my dog. The reason we chose this collar was because it was cheaper than other options and the monthly subscription for active monitoring was also half the cost at $4.99 per month. The company has chosen to up their monthly subscription to $9.99 per month, doubling my cost per month with no warning and no options for me besides stop using the collar? I am requesting a refund due to this; I can't even use the collar without a subscription effectively trapping me into either paying the monthly fee or not using the collar at all. Other brands offer not only better GPS tracking where my dog isn't getting shocked while near the boundary but also offer options such as subscription fee fence, while you cannot track your dog, the geo fence remains active at no cost to you. I have contacted their "********" as I could find no other means of contacting them. I was offered no refund on the collar and no options to remedy the situation and in fact received no reply once I stated that they had offered me no desirable options. I am requesting a full refund on the collar purchase and any months that were charged at $9.99 per month.

  Business response

  06/26/2024

  Hey *****,

  I am so sad to hear about your experience. I have personally emailed you to help in any way that I can. If you do not see this email in your primary inbox please head to the Halo App > Settings > My Tickets and you should see my message there! 

  I look forward to resolving this for you. 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The collar was not right for my dog's intense prey drive. I returned the collar on March 4, 2024. As of today, June 24, 2024, I still have NOT RECEIVED MY REFUND. I have been contacting customer support for months with ZERO RESULTS. No call backs from managers, just customer service reps who very nicely tell me they will escalate the issue and nothing ever happens. This item is way too expensive for this type of treatment. Maybe they are just hoping I'll go away and forget about the $700 they owe me???? The last communication from the company email received June 18, 2024:Hello *****,Thank you for contacting Halo Collar Support. I'm disheartened to hear you are experiencing this issue.To recap our conversation and ensure the details are all together.As you stated the collar was returned with ***** tracking ************ which shows received 4/4/24.Tickets ****** and ****** have the most relevant details regarding this issue.As mentioned this has been escalated for a manager call back.If you have any follow-up questions or concerns we would be more than happy to continue working on a resolution with you. Best regards,******* with Halo Support I still have not received a follow-up from management event though I called again after this email was sent.

  Business response

  06/26/2024

  Hi *****, 

   

  We are so saddened to hear about your experience. A member of our management team has reached out to you via email to assist! If you do not see the email in your primary inbox, you can locate the ticket in your Halo App by heading to Settings > My Tickets. We look forward to resolving this for you! 

*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. ↩