Complaints
This profile includes complaints for Halo Collar's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 207 total complaints in the last 3 years.
- 85 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: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???Initial Complaint
Date:11/11/2023
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 purchased a Halo Collar in August 2023. It never worked properly from day 1 and reached out to support on multiple occasions with no to little response. It took me two months to get them to replace my collar and when they did I didnt get a full collar replacement only the *** part. I paid $600 for something that is defective and now sitting with a *** collar that I cant even use because I dont have all the parts due to them not sending them. I sent my whole collar back and notified them numerous times about this and have gotten no response so now Im out $600 .Business Response
Date: 11/21/2023
We're sad to see there was a miscommunication regarding the replacement. We're seeing that your refund was recently submitted and should be in your account in **** business days. Please let us know if you have any questions.Initial Complaint
Date:11/09/2023
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.
We purchased a Halo collar and activated it May 1, 2023. We had to wait a few months before we could start using it as our puppy was too young and the collar didn't fit. At this point we watched the training videos and prepared. The collar never worked as advertised once we started using it. Our dog would get shocked while inside the "fenced area" and wouldn't get any feedback when outside of the area. I trouble shot the issue and adjusted different settings. Finally in the summer I asked for a refund or replacement as it was obviously faulty. They cancelled the replacement request and keep trying to troubleshoot the issue. We have tried everything and they still refuse to give a refund. My dog is not safe to be outside with his collar. We are out over **** dollars and still paying the monthly fee. I would like to have our money returned so we can buy a product that works. Total is 812 american plus monthly chargesBusiness Response
Date: 11/18/2023
Thanks for letting us know and we're here to help with your Halo Collar. We've recently responded with the next steps to assist with this and please let us know if you have any questions.Initial Complaint
Date:11/08/2023
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.
This company is quick to take your money, slow to fix their mistakes, and will make it expensive and difficult to return the product because I would prefer my dog not be randomly "corrected" when well withing the fence and not corrected at all when leaving the fence until they are returning home. I spent weeks trying to get defective product replaced only to continue to have performance issues when I asked for a refund I was told due to the issues the restocking fee could be waived only to get an email stating the opposite this product is a hazard to ***************Business Response
Date: 11/17/2023
We're sad to hear about your experience. This isn't our goal and we can honor the initial intent to waive the $25 fee for you.Initial Complaint
Date:11/01/2023
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.
I purchased two Halo dog collars. I returned them as I received one that was defective and the other was in working order but I was dissatisfied with the quality, gps tracking, and operation of the collar. This company received the collars back on 10/12/23 and I still have not received my refund. This company has been hard to deal with, Ive called and sent emails multiple times all without the success of getting my money back. I believe they should have better procedures and processes in place for this.Business Response
Date: 11/01/2023
We're sad to see there was some back and forth with your refund. We were able to work with your bank and you should be receiving your refund soon. Please let us know if you have any questions.Customer Answer
Date: 11/02/2023
I have reviewed the business response and accept this resolution. I did end up getting my refund yesterday.
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