Complaints
This profile includes complaints for Halo Collar's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 203 total complaints in the last 3 years.
- 86 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/19/2024
Type:Product IssuesStatus:ResolvedMore 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 a Halo collar on January 9. We had a defective collar, so they sent us a replacement. The replacement just didn't work well for us, so we followed the steps for a refund. The website clearly states: "Please allow at least **** days from the receipt of your item for us to process your return or exchange."It was received on February 5. Friday was business day 10, so I called today (Monday) to ask, and she could not answer why my refund had not been processed and could only "submit a request" to ask why it hadn't been processed. I asked if she could process my refund since it had been over 10 business days and she said she had no way to on her end and had no ability to transfer me to that department. I would like my refund please!Business Response
Date: 02/22/2024
We're sad to see your refund has taken longer than usual. I've confirmed it's been submitted on our end and we've sent an email with more information regarding this. Please let us know if you have any questions.Customer Answer
Date: 02/24/2024
I have reviewed the business response and accept this resolution. We received our refund. Thank you!
Please note that we had been told that we were going to hear back Wednesday after my call Monday but did not, so I called Thursday and that person also didnt have an answer and couldnt be helpful to me at all. Might want to look into that support!
Initial Complaint
Date:02/14/2024
Type:Billing IssuesStatus: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.
I purchased a Halo collar 5/2023 after doing extensive research on GPS dog collars. I paid $700 for the collar and an additional $4.49/month for the required subscription. I recently received an email indicating the membership rate is doubling to $9.99/month. I have not requested any additional services nor upgraded anything. Halo essentially knows that you have no choice but to pay the higher rates or have a $700 paperweight. The company could essentially increase their subscription rate at anytime and customers would have no choice but to pay the rate or have a useless collar. I am less than 1 year into owning this thing and already experiencing a 100% increase in the subscription rate. If the collar requires a subscription, customers should pay the same subscription rate for the duration that they own the collar. If you want to raise the rate, Halo should offer a refund for the equipment to allow customers that don't want to pay the higher subscription rate a way out. Their current practice is pretty shady at best and unethical if you ask me.Business Response
Date: 02/16/2024
Thank you for sharing your feedback and we're disheartened to see you feel that way. We've informed our Subscription Team and a member of management will be reaching out to assist with a few options.Initial Complaint
Date:01/21/2024
Type:Service or Repair IssuesStatus: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.
The static feature on my Halo collar stopped functioning and I have been trying to get a replacement per the warranty since December the 8th. 2023 and I have been getting the run around for about 6 weeks now.I've been repeatedly told I should receive the replacement within a few days.I've followed every instruction given without any result.I've spoken with and corresponded with several representatives and told my claim has been approved and a "ticket created" and "escalated" twice already.Business Response
Date: 01/24/2024
We're sad to hear about your experience with your replacement. A member of our Management Team is reviewing this and will be contacting you shortly.Customer Answer
Date: 01/24/2024
I have been contacted by Halo support, again, and promised my replacement will be coming, again.., but I will not believe or be satisfied until my replacement collar arrives.Customer Answer
Date: 01/24/2024
I am rejecting this response because: i have been contacted, again, and promised that my replacement collar will be sent soon, again..,
I will not beleive it or be satisfied until my replacement arrives. These promises have been going on repeatedly since December 8th., 2023!
Business Response
Date: 01/25/2024
We totally understand and we're also keeping an eye on your tracking. Right now we're seeing that it will arrive on Friday and I've included the tracking number here. 270147865723 If there are delays, we'll research other options to get you a Collar quickly.Initial Complaint
Date:01/11/2024
Type:Service or Repair IssuesStatus: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.
Purchased the Halo Collar on April 17, **** and received the product within 2 weeks of purchase. The collar came with training all instructions were followed for my labradoodle. The product ensures training for your dog and compliance once trained. The collar has been worn by my dog since reciept and the collar works intermittently. Signal drops more than half the time. The app updates do not correct any malfunctions and my dog goes through the set boundaries without hesitation. Dog has been retrained multiple times with no change. Dog was almost hit by a car while wearing the collar. The collar barely works. I would like a refund. I have made a conserved effort to use the collar and the 60 days return policy useless for dogs that need retraining.Business Response
Date: 01/16/2024
We're disheartened to hear about your experience. A member of our Management Team will be calling and emailing soon.Initial Complaint
Date:01/04/2024
Type:Product IssuesStatus: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.
I spent about $1,200.00 for two halo collars. Once received the training plan was followed but the collars would randomly shock, beep and vibrate while dogs where sitting still far from border boundaries. I have spoken with support and reset multiple times with no luck in making them work correctly. I don't have time to sit on a call with support people who read from a script and the results end up the same (intermittent shocking, beeping and vibrations). I have finally just cancelled my membership as a result of what I believe are just defective collars. I would like a refund on not only the product but monthly fee's that have been paid in full for each month my subscription was active. I am more than happy to mail the defective collars back if necessary. This product has impaired my training with my dogs and actually when they are put on ********, they won't move because they are nervous that they will be corrected so randomly.Business Response
Date: 01/09/2024
We're sad to hear about your experience thus far. A member of our Management Team is currently reviewing this and will be reaching out to you soon.Initial Complaint
Date:12/31/2023
Type:Service or Repair IssuesStatus:ResolvedMore 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.
I purchased the Halo 3 collar on December 10, 2023. After my dog was hit by a car. I paid over $700 for the collar plus the cost of the monthly subscription ($5.99). I haven't even been able to use it outside because the indoor beacon is inconsistent in giving feedback to the collar. I contacted customer service twice and they were not helpful. Essentially just reciting directions for use, which I already knew. My dog cannot learn boundaries if the beacon doesn't work. I refuse to rely on a product for my dogs safety that works less than 30% of the time.Business Response
Date: 01/05/2024
We're sad to hear about your experience thus far. A member of our Management Team is reviewing your interactions and will be in touch soon.Customer Answer
Date: 01/07/2024
I am rejecting this response because: I returned the collar and still have not received my refund.Business Response
Date: 01/09/2024
Thanks for keeping us updated. We're seeing your Collar arrived at our warehouse yesterday. It can take up to 7 business days for the refund to be submitted and we'll be keeping an eye on this for you.Customer Answer
Date: 01/09/2024
I have reviewed the business response and accept this resolution pending reimbursement.Initial Complaint
Date:12/08/2023
Type:Service or Repair IssuesStatus: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.
I ordered the collar and paid $700 on November 21. Never received tge tracking email. Called to check status of delivery on December 3rd to learn it "was delivered " Have been dealing with terrible customer service for a week now. No new shipment. No resolve. I would like a FULL REFUND IMMEDIATELY!!Business Response
Date: 12/12/2023
We're sad to see there was an issue with your order. We have a member of our Management Team reviewing this and will be in touch later on today.Initial Complaint
Date:11/29/2023
Type:Product IssuesStatus: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.
I was looking for a solution to keep our Vizla puppy within the boundaries of our property (about 1 acre). However, this system didn't work for us because of the following reasons:- The system is not suitable for dogs under 5 months (we had to wait 2 months for our puppy to reach that age and by then, the 60-day return window had closed).- The Mapbox picture of our property was outdated and, as a result, it was hard to establish accurate boundaries.- More importantly, the system requires extensive training based on positive reinforcement. It worked until it didn't: our dog is a hunting breed and would ignore the training and alerts when seeing a squirrel, cat, etc.I contacted customer service multiple times for a partial refund (while I was out of the refund window, it was because we had to wait for our dog to reach 5 months and the training took several weeks) to no avail.Business Response
Date: 12/05/2023
We're sad to hear about your experience thus far and we're here to help. A member of our Management Team will be following up with more information to help.Customer Answer
Date: 12/12/2023
I am rejecting this response because I was informed today by Halo's customer service that my ticket was now closed without any compensation or resolution of any kind.Business Response
Date: 12/13/2023
We're sad to see our response may not have made it through. While we're unable to refund as you're outside of our 60 day window, we do have a Senior Tech who can help with your Collar. We'll resend the message soon.Customer Answer
Date: 12/19/2023
I am rejecting this response because: While Halo Collar says that a customer representative will contact me to resolve the issue, my complaint ticket has been officially closed and no further contact has been made on their part.Business Response
Date: 01/23/2024
Hi ******, while we're unable to help with a refund, we can definitely assist with a replacement and tech assistance. I've attached the record of our correspondence here, but please let us know if you'd like to speak further.Initial Complaint
Date:11/20/2023
Type:Customer Service IssuesStatus:ResolvedMore 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.
I have purchased two collars in April of 2023. I have had problems with both collars showing incorrect *** locations intermittently since I have bought them. Every time the collars malfunction my dogs get shocked. I have complained about this to their support department on June 13th, June 19th, July 19th, July 22nd, Aug 22nd, Sept 13th, Sept 18th, and Nov 6th. The support team will have me recalibrate the *** or do a hard reset every time. The problem will come back again and again. Since the support team has stalled me and had me follow the same dead ends over and over, I am now outside of my 6 month return window. I have tried to return the collars before but support will tell me I have to try to calibrate *** or do a hard reset. The collars do not work and have not since the beginning, because of this I am asking for a full refund of the collars or an upgrade to the better version to see if it fixes the problem.Business Response
Date: 11/28/2023
We're sad to hear about your experience thus far and we're here to help. One of our Management Team members is contacting you with more information to help soon.Customer Answer
Date: 12/01/2023
I have reviewed the business response and accept this resolution.Initial Complaint
Date:11/13/2023
Type:Product IssuesStatus: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.
Halo, the company, appears to prioritize profit over a genuine love for dogs. I purchased their collar and invested a lot of time watching training videos. After weeks, I tried it at our cabin, and it didn't function. I reached out for support since I bought it for use at the cabin but takes a week to try a new solution since we can only go on weekends. After months of technical support, which included multiple attempts to fix it and receiving replacement collars, they eventually disclosed that the collar needs daily use for proper functioning, a detail not mentioned during purchase. Furthermore, they informed me months later that the collar's GPS might be affected by the cabin's metal roof. They offered various fixes, including an upgrade to the Halo 3, but each time, it took weeks to receive the replacements, only to end up with the same non-functioning Halo 2+ collar. I followed all their instructions diligently, but none of it resolved the issue, and they refuse to refund my money. This has been the worst customer service experience I've ever encountered. They waited until my refund window had expired to reveal that the collar won't work if used only on weekends, which is the only time we can visit our land. Their actions suggest a profit-driven rather than animal-loving company, and their practices should be addressed.Business Response
Date: 11/14/2023
While were sad to see there was an issue with your Halo 2+, we're glad the Halo 3 has been activated. Please let us know if any questions arise in the future and well be here to help.Customer Answer
Date: 11/14/2023
I am rejecting this response because: The issue remains unresolved. Despite waiting for weeks to receive the Halo 3, the first shipment failed. I recently activated it on Sunday, only to still know it will never work for me from Halo's emails that it won't work because I won't be using it daily, as required, and our metal roof interferes with its functionality. Halo explicitly stated in emails that daily use is crucial to avoid automatic disconnection, explaining why I've had it replaced four times. However, this vital information was never disclosed to me before the refund deadline. Why was such crucial information withheld until months later?Business Response
Date: 11/16/2023
I'm sad to see there was a miscommunication regarding the metal roof and using the Collar intermittently. We've recently sent an email with more information along with a call scheduling link to speak with one of our Senior Techs. They'll be able to do a deep dive into your specific use for the Collar and provide the best steps to assist further.Customer Answer
Date: 11/16/2023
I am rejecting this response because: An apology doesn't resolve the miscommunication. I received your email instructing me to contact the person who works from 9-3, Monday through Friday. However, given my work hours from 6-5 on those days, it's challenging for me to connect with him. I've informed your team about this on several occasions.Business Response
Date: 12/13/2023
We're sad to see there was a miscommunication with our video call link. I just double checked and we have available times on the weekends. We'll be resending the video call link to you soon.Customer Answer
Date: 12/13/2023
I am rejecting this response because: Why do you have almost a month to reply back but you are not helping me with a refund because the collar will not work for me and my situation and it took you and I both to realize this until just after the return window? What happens when I finally secure an appointment, but due to my location, metal roof, and infrequent use (maybe once a month), the collar still won't work for my situation? I'll make an appointment, but I seek a better resolution than blaming me for your company not resolving the miscommunication before my return window closed.Business Response
Date: 12/14/2023
We have a few solutions for the instances you've mentioned that should help the Collar to work in your area. We're looking forward to assisting further.Customer Answer
Date: 12/16/2023
I am rejecting this response because: Are they the same ones we tried before I complained to the BBB that didnt work???
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