ComplaintsforHalo Collar

• Initial Complaint

  01/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a Halo collar from the manufacturer. It didn't perform as the vendor marketed it to perform. I requested a refund and have been strung along and ignored for nearly 8 weeks.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two collar through hall back in June for our puppy's. On the website they state they are a witless waterproof dog collar that is a fence along with shock collar. I live in Minnesota on a lake and currently we have snow on the ground. I have had my collars replaced nine total times and they had only a 60 day return window which we missed after the first time it broke. We couldn't even use them the first 30 days because they wouldn't even fit... which they said it would fit as well. Their company will not do any more replacements after a year. And I've had it for about 3/4 of the year and they have been out of commission more than they've worked. Once this year is up it will pretty much be a $1000 down the drain due to false advertisement of waterproofing and gps accuracy. They claim they care about the safety of your pets but have done very poorly at keeping my dogs safe due to gps inaccuracy when working(kinda) or they won't work at all. There have been multiple occasion my dogs are out of the safe zone of the fence which they claim works... not only putting out faulty product with false advertising... not keeping their customers pets safe. I can guarantee after a year i will not have a working collar from that pinky forward because it fail yet again. Look at their instagram page. Plenty of other complaints with very similar issues that will also be in the same boat very soon.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased 2 Halo Collars from this company through their website on November 15th, 2021 and was charged $ 1,612.99. The collars arrived at my home on November 26th, 2021. On December 30th, I requested to return these collars and receive a refund. This is within their 60 day return period advertised on their website as "if you are not completely satisfied with your purchase for any reason". My reason for requesting the refund is that my dogs are not responding well to the electrocution from the collar. They are physically in pain with the collars and yelp in pain when shocked. It has been 12 days since I requested the refund, they have yet to send me return information. I emailed them 01/06/2022 - No response I emailed them again 01/10/2022 - No response Please help me return these collars for a refund. These were not $ 20.00, they were $ 1,612.99 of hard earned money for products that I will not use that physically hurt my dogs.

• Initial Complaint

  01/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a Halo dog collar 6 months ago. The collar has been replaced 3 times and the 4th one is now no working. Requested a refund 90 days after having 2 collars replaced and was denied. Company stating a refund was only valid before 60 days. I have spend more time in 6 months with a broken collar than a functioning one. Replacement takes over 3 weeks to get a reply, mailing label and replacement. Am just seeking a refund of my $800 so I can purchase a product that works all the time.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a Halo collar in 7/2021, before our puppy was born, because the breeder required proof of purchasing a fence/electronic fence to go on a litter list. We purchased a medium collar to fit the puppy at adult size. We took puppy home in October but as we purchased the collar for her adult size, we were only able to use it on her for 4 weeks as she was too small till recently. This collar is in very good condition; the strap has some bite marks but all accessories are present and there is no damage on the electronic components. We are very disappointed in the collar and Halo's support services in the very short time we've used it. It does not read the boundaries of our yard even after multiple re-calibrations and re-installing the app. I joined a separate Halo Collar troubleshooting ******** group to try to solve problems with Halo to no avail. I submitted a request for help from Halo on 12/18 via the app. I also submitted help more requests via the app, via email, by phone, and via the "Dog Park". No one answered my app requests, nor "picked up" when I went to the Dog Park Zoom at different times of day, nor answered my 2 phone messages. I called again on 12/18 and finally spoke with an agent after 9 days of trying to get a response. I asked her if she had a record of me reaching out for support or if I was doing something wrong; she said I had been reaching out correctly and there were support requests submitted, but no one had responded to me. This is unacceptable and false advertising when Halo says to expect a response within 24 hours/one business day. I also described the problems and and how I tried to fix them without help from Halo. The agent said those were all of the things she would have asked me to do. I submitted a refund request on 12/28 but Halo says it's past 60 days so no. I want the maximum refund for this collar. We expect getting the full purchase price minus the $79 fee for restocking. The bad service & collar are false advertisement.

  Business response

  04/02/2022

  Business Response /* (1000, 14, 2022/04/02) */ ***Document Attached*** Per our terms and conditions that customers agree to before purchasing, we were unable to provide a full refund as they reached out outside the return window. Customer purchased in July and requested a refund in December. We proceeded with refunding the $250 and we've attached a screenshot of this.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a Halo collar for $742.69 on 10/10/2021. On 12/13/2021, I contacted customer service due to the collar not working. This was of course just after the 60 day return period. The customer service asked me to hook the collar to my PC and send them some logs which I did. I didn't hear anything back for a week even with me emailing multiple times and leaving a voice mail. I then tried messaging their Facebook page which seemed to get a response from customer service. I receive an email to start the return process. I filled out the form and sent the needed pictures on 12/30/2021. I am supposed to received a RMA number and shipping information within 2-3 days. I still have not received a response. I emailed customer service and messaged the Social Media team which I have not made any progress. They do tell me that I have to pay a restocking fee also according to the return policy https://www.halocollar.com/return-policy/. My issue with this is that the collar stopped working so it doesn't fit into any of the return situations. The customer service response time is very frustrating. I would like to get a full refund for my collar. Thanks for your help.

  Business response

  01/26/2022

  Consumer Response /* (2000, 5, 2022/01/07) */ Halo Collar did contact me today and they refunded me $714.44. This was $28.25 less than I originally paid but at this point, I am satisfied with that refund. You can mark the complain as resolved. Thanks, ****** ******

• Initial Complaint

  01/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I needed a dog collar that had a GPS installed to help with my personal dog training experience. When I purchased the Halo Collar by ***********, the company was quick to take the order and send out the dog collar within weeks of ordering online. By the time the collar arrived, it was no longer needed due to unforeseen circumstances with the dog and followed the steps per their webpage return process. After filing the return, an email was sent within the week that the request was received. A couple weeks goes by and another email from the management team asks for the serial number located on the dog collar which I happily took photos and sent back to the company as requested. Then, it took the company an additional three weeks to send a return label to get the unused product back to the rightful place to process my refund of $764.67. I sent out the dog collar promptly as soon as the label was provided to me and per the management team, they expressed they would review the collar and inform me when the refund will be provided based on the condition of the dog collar. Again, this collar was never used nor removed from the box and an email was received on December 30, 2021 that they are going to offer a partial refund of $722.93 which they are taking away a total of $41.74 which I feel I should not have to pay for an unused item. The company was aware that this product was not used upon receiving the request to return and I am asking for that amount returned back to me because they did not contact me regarding an issue with the dog collar. As recognized, it took a total of 7 weeks to return the item and process the return which marked a nearly a two month progress for this company's customer service to make accommodations for the client (me). After requesting to speak with management by phone 5 times, they refused to contact me and there is no specified phone number or direct email to this company to communicate issues directly which should be illegal.

  Business response

  02/20/2022

  Business Response /* (1000, 5, 2022/01/10) */ Hi Nichole, It looks like your refund was approved on December 13,2021. This is the tracking number for the PDF label that was sent to you 287462735526. We then sent you an email on December 31st, 2021 to let you know that per our return policy you will be charged a restocking fee. We charged you the minimum restocking fee that our system would let us. Had you of cancelled your order prior to receiving the product we wouldn't have charged you any fee's, as laid out in our return policy which you can find here https://www.halocollar.com/return-policy/ We have not received a response from you regarding the return since it has been approved. Please let us know how we can better or further assist you. Consumer Response /* (3000, 7, 2022/01/11) */ I have several emails regarding the return that I can show proof of. Also requesting phone calls from the management team in which they refused to honor.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This collar does not work as advertised and is potentially dangerous to our pet by allowing him to wander into the street and adjacent yards. We would like a full refund even though the issue came to light outside of the refundable period. We have been offered a replacement but we would prefer a full refund as we cannot trust this product because it does not work as advertised. It poses a danger to our dog.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased the Halo collar for our dog as a means to keep her within set boundaries of our yard. The product literature assured me that it would be a good fit for us. There is a training process they have you complete which is extensive. By the time you're able to assess, troubleshoot, contact customer service (they were swamped with calls and couldn't respond for weeks), get a replacement collar, retest it, we were outside of the return window. The product is completely unreliable. It corrects my dog when she is within her boundary and will let her outside of the boundary other times. When there is an issue the company suggests to replace the collar, leaving you without a working collar for a week or more only to find the issue is not resolved. This product does not live up to it's advertisements and the company has failed to stand behind it's product.

  Business response

  04/02/2022

  Business Response /* (1000, 14, 2022/04/02) */ ***Document Attached*** The customer was outside of the return window, so we made a $250 refund exception. This is per our terms and conditions that customers agree to before purchasing.

• Initial Complaint

  12/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order for the Halo Dog Collar on Nov 16, 2021. It cost $809.83. I still have not received it. I spoke with customer service last week through online chat and they said that it will be sent soon. I have tried to call the number for customer service today Dec 12th and am on eternal hold. I want my money back since I don't have the product and it still hasn't been shipped. This is a lot of money and feel like this business is misleading. If you look at my ****** account you will see the purchase on Nov 16th. They say their customer service is open from 10-4 on the weekends. Was just on hold for over an hour and a recording came on saying no one is available to take my call today and leave a message.

*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. ↩