Complaints

This profile includes complaints for Halo Collar's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Halo Collar

  5465 Legacy Dr STE 650 Plano, TX 75024-4171

  
• 

  Halo Collar

  50 Tice Boulevard, Suite 340 Westwood, NJ 07677

The 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:02/03/2025

  Type:Service or Repair Issues
  Status:

  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 have been attempting to cancel my Halo Collar subscription. They will not cancel my subscription stating that i owe the last two months. This is incorrect. My bank has made payments to them on 12/22/24 and 1/22/25 for the amount of the monthly plan $15.10. I sent them confirmation of my bank statement showing this. They said i can only cancel through the account online. I have tried this, however it will not allow me as it shows a past due status. They are requesting a new card number to correct this claiming mine is invalid. This is also incorrect as it was a new card in December and i continue to use it daily. I have spoke with several different people over the phone ( most recently 2/3/25) and they keep insisting my card is invalid and it can only be cancelled online with a new card.

  Business Response

  Date: 02/04/2025

  Hi there, 

  We are so sad to hear about this. A member of our management team has reached out to assist you. 

  We look forward to hearing from you. 

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  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.

  Purchased Collars on01/13/25. trying to return as allowed per their policy. was not satisfied with collars. Have tried to return them but have to link the collars to may account on their website but it isn't allowing me to do so since "Their system" isn't recognizing the order as fully processed. Called on 01/22/25 to get resolution. Was told I would get an email when complete. Have since received multiple email that they are closing my ticket to which i reply no it is not resolved. Called back on 01/28/25 to try to escalate the issue and was informed if I wanted to speak to a manager then a new ticket would be generated and slow the process down as it would rest the process. At this point this seems like they are holding my funds and very poor business.

  Business Response

  Date: 01/28/2025

  Thank you so much for answering my call today, *****! I will be in touch in the coming days as soon as I get everything sorted on our end. Thank you so much for your patience!

  Customer Answer

  Date: 02/03/2025

  I have reviewed the business response and accept this resolution.  A manager finally reached out to me so a refund could be issued. She was very helpful and apologetic for the way it had been handled. Refund was applied after several weeks of trying. 

• Initial Complaint

  Date:01/17/2025

  Type:Product Issues
  Status:

  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.

  -Transaction date: 30Dec2024 -Amount paid: $634.09 -Halo committed during the order to ship within 3-5 business days. -Ive contacted Halo at least 15 times and have proof of doing so. Im told a different story each time.- We were told the following multiple times: snow storm delay, item has shipped, item will ship in 2 days, etc. theres always a new story but my item is still processing. I no kidding was told it was delayed because of ***** Carters funeral.really?-I need a refund as I had to purchase a PetSafe collar due to halo not filling my order. I was told they cant refund me until I receive the item and ship it back.

  Business Response

  Date: 01/20/2025

  Hi *****,

  We are so sad to hear about this and our Management Team has just reached out to assist. You can access this support ticket by heading to the Halo App> Settings> My Tickets. I look forward to finding a resolution!

  Customer Answer

  Date: 01/20/2025

  I am rejecting this response because:  I have not received a refund.  I had to purchase an alternative collar and need my money back.  At time of purchase your website states 3-5 days for shipment.  Its been 22 days.

  Business Response

  Date: 01/21/2025

  Hi *****, ************** team sent your a response this morning regarding the options for receiving your refund. We look forward to resolving this for you. 

  Customer Answer

  Date: 01/21/2025

  Order number ******* not found when trying to return collar after finally receiving it today.  

  Customer Answer

  Date: 01/21/2025

  I am rejecting this response because:   Order number ******* not found when following instructions to return collar.  

  Customer Answer

  Date: 01/26/2025

  I would like to close out this complaint, as Ive received the collar and decided to keep it.

  Customer Service was very bad throughout the process until the end, when ****** and ******* jumped into help.  No one else helped at all.

• Initial Complaint

  Date:01/09/2025

  Type:Product Issues
  Status:

  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.

  A system error in Halo Collars system charged me $299.00 as part of a replacement cost on a collar. The collar in question was sent back to Halo because it was no longer working properly. The collar was covered under warranty (2 months old). I was advised that the only cost associated with the replacement was shipping cost. I followed directions for return and had collar sent back to Halo within a few days. This was back in August 2024.I received an email two days ago that I was going to be charged $299.00 as part of a delay in processing the replacement cost of a dog collar from back in August 2024. Later in the afternoon my credit card was charged without authorization. I should never have been charged and who gives someone the right to charge anyones credit card without authorization? Think of the people who do not check their statements and will not catch this error?When I called customer service through the app, ***** acknowledged other customers were wrongfully being charged. I wanted the team who is handling the refund to call me the next day to discuss this issue. Didnt get a return call. I called customer service through app again yesterday. ****** was great but her notes were not accurate nor did she understand what was going on with my situation.I want my money back.

  Business Response

  Date: 01/10/2025

  Hi ****,

  We are so sorry for the inconvenience this has caused you. The charge has now been refunded and you should see this back with you in 7-10 business days. 

  Please let us know if there is anything else we can assist you with. 

  Customer Answer

  Date: 01/10/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  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.

  OCT 11th 2024 we purchased a halo collar full price and ordered the yearly GPS. On dec 23, 2024 the collar had a "fatal error". Upon contacting customer service via their "dog park" on Dec 28th.. The woman was very kind and made sure I would get a collar within a few days and asked what color for replacement... ON December 29th I received an email with Your Warranty Replacement Request has been approved for the collar listed below. Your replacement collar is on its way. Once it arrives, please return your original collar using the instructions provided in the box.Reference Items Your Warranty Request Number: AW-****** Your Collar's Serial Number: ************ No ******************** arrived and I contacted via email on fourth of January 2025 asking for a tracking #. They simply did not ship it.. a shipment label was created two days after my request on the fourth. Today Jan 8th 11 days after my original request I received via **** a package .. Rattling around no packaging Just banging inside the box a refurbished insert. Not a collar as stated by the consumer service clerk. After spending almost ****** on a product and then 200 plus more on a service this is how they treat their customers. THIS was a brand new ******************** .. NOT a year old collar two year old collar.. IT never worked from the beginning.. Never held a charge more than a days worth... I expect a FULL COLLAR replacement NEW not a refurbished insert

  Business Response

  Date: 01/10/2025

  Hi *******,

  Our team has just sent you an email providing a solution. You can access this support ticket by heading to your Halo App>Settings>My Tickets, referencing ticket # 934521.

  Please let us know if you have any questions or concerns and we apologize for any inconvenience this has caused you. 

  Customer Answer

  Date: 01/11/2025

  Halo has stated they will replace the collar after Several emails however I have to go thru the entire process again speaking with someone else in their DOG PARK to reinstate the claim... We've now been without a collar on a working farm dog for way too long.  THey have all the information ... 

   

  Customer Answer

  Date: 01/13/2025

  I am rejecting this response because:   

  Halo has stated they will replace the collar after Several emails however I have to go thru the entire process again speaking with someone else in their DOG PARK to reinstate the claim... We've now been without a collar on a working farm dog for way too long.  THey have all the information ... 

  Business Response

  Date: 01/14/2025

  Hi *******,

  I hope our conversation yesterday was helpful. I am working on getting your brand-new Halo 4 kit out to you as soon as possible! Thank you so much for allowing me to make this right for you. 

  Customer Answer

  Date: 01/19/2025

  ******* was very helpful yet another week and no collar all the while I get adds for ***** off and shipped within three days... So now we are coming upon almost a month without a collar that was less than two months old. 

  Customer Answer

  Date: 01/20/2025

  I have reviewed the business response and accept this resolution. New collar arrived this morning.  Thank you

  Business Response

  Date: 01/24/2025

  Thank you so much for letting us know. We are happy we could resolve this for you. 

• Initial Complaint

  Date:01/03/2025

  Type:Delivery Issues
  Status:

  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 ordered a Halo collar and seven beacons (Order *******), and I have returned the full order as provided to me, unopened and in the original packaging. I have received a refund for the collar but not for the beacons, which cost $279.93 with a sales tax of $16.80 for a total of $296.73. I would like to raise a few issues.First, I ordered seven beacons, but only six arrived in the box. With that in mind, I never should have been charged for the seventh beacon as I did not receive the order as purchased.Second, when I tried to make the return, I called the Halo support line and was told that there is no return policy for Halo beacons. If true, this is an example of deceptive business practices. 1. At the point of purchase, there is no language stating that beacons cannot be returned. Instead, on both the cart and checkout pages of the website, there is prominent language stating, Halo is backed by a 90-day satisfaction guarantee and 90-day satisfaction guarantee. This guarantee appears even if one is only purchasing accessories, such as beacons. I am dissatisfied and therefore have returned the product in expectation of a refund.2. There is a 43-page ******* terms of service section on the website that details the return policy. The return terms within the document are inconsistent and contradictory, yet there is language specifically saying returns are eligible for NEW, Unopened Box (shipping seal intact) or Open Box (unused with all original packaging, accessories and documentation included). I have returned everything to Halo in original packaging, including accessories and documentation.I have met all your conditions for a full return, and based on your 90-day guarantee, I expect a full refund of $296.73 for the beacons, in addition to the refund already provided for the returned collar.

  Business Response

  Date: 01/06/2025

  Hi *******,

  We are so disappointed to hear this! A member of our team has issued the refund and reached to you via email to confirm. Please let us know if there is anything else we can help with!

  Customer Answer

  Date: 01/06/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/27/2024

  Type:Service or Repair Issues
  Status:

  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've purchased 4-5 halo collars over the past few years. 3 collars have failed due to charging port and charger melted. 2 of the collars were out of warranty by 6-12 months. With the purchase price for the collars one would think u could get more then 16 months out of a collar. When call customer service they won't acknowledge a problem seeing out of warranty and advise u to purchase a new or refurbished collar. These collars are expensive and have very low life value. Should be a warning on website to alert buyers.

  Business Response

  Date: 12/30/2024

  Hi ***,

  We are so sad to hear this! A member of our management team has just reached out to assist you. You can access this support ticket by heading to your Halo App> Settings> My Tickets. please reference Support ticket #******.

  We look forward to resolving this for you!

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  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 originally ordered (2) of their Halo 3 collars in late August 2024 and activated them on August 31st at the "Silver" pack level. Our first issue occurred immediately with the training beacons which did not work as advertised. This was reported to Halo under ticket ******. There was never a successful resolution to that case (we found a manual workaround). The second issue occurred on or around November 18th and was reported under Halo Ticket ******. This issue was related to our yellow collar's sudden failure and would no longer recharge. Halo agreed to replace that collar on November 24th 2024 and we received/activated that collar on November 28th. The third issue involves the replacement collar exhibiting the same failure as the one replaced on November 24th. This failure occurred on or about December 13th and was reported to Halo on December 15th under ticket ******. The last correspondence from Halo was on December 16th and the ticket remains open.We have two dogs that are very important to our family, and we have no confidence that the product they have sold us will work reliably and keep our pets in the yard. We were lucky because we had not completed all the training before daylight savings and never actually activated the fence feature. I would like a refund to cover the cost of the two collars which do not live up to a level we feel comfortably protects our pets.

  Business Response

  Date: 12/23/2024

  Hi ***,

  We are so disheartened to hear this. A member of our team has just reached out to assist you. You can locate this support ticket by heading to the Halo App> Settings> My Tickets. 

  We look forward to resolving this for you!

  Customer Answer

  Date: 12/24/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/21/2024

  Type:Service or Repair Issues
  Status:

  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.

  On 12/8/24 I purchased a collar through Halo. I went through a shopping app to get a % back. After the order I saw that this % offer didn't go through. I immediately canceled per Halo's policy within 24 hours. I ordered a new collar through the COS app to get my reward. I received an email that my 2nd order was canceled. I reached out and told them this was not the order I requested to be canceled. I ordered for the 3rd time to get my % back. Halo canceled the 3rd order instead of the 1st order again. I responded to the email that I had specifically chosen and communicated I wanted the first order canceled. I finally received an email apologizing for the confusion and they would stop the shipment. I ordered for a fourth time. After all of this I was then told my 1st order could not be canceled and then realized they still sent out the 3rd order even though I canceled it. I received the collars but have still been charged. When I go on my account to return it states I have no collars to return. Again I reached out to customer service and was shown how to return them. I explained that is not working because there are no collars to choose from. Every time I respond I receive a new email from a new person saying it is fixed and I can return them. I look and nothing is fixed.Right now I have 2 collars that I requested canceled within the 24 hour period. I have been charged for both. Halo will not read their emails correctly, customer service has no idea what they are doing, and I still am not able to return the collars for refund which is their mistake in the first place. I want return labels sent to me for both orders ****** and ******. I want complete refunds including shipping charges. I will not pay for the items to be returned.I have documentation showing my correspondence with customer service and how unorganized and confused this company is. My next step is to file with my credit card company and with the attorney general.

  Business Response

  Date: 12/23/2024

  Hi ********,

  We are so disappointed to hear about your experience. A member of our team will be reaching out to you shortly to make sure we provide you with a resolution. 

  Thank you so much for your patience and understanding. 

  Customer Answer

  Date: 01/02/2025

  I am rejecting this response because:   

  I received only a partial refund on 1 collar.  I was assured by the representative that called me that I would not be charged for any shipping charges.

  Halo has a real disconnect on their customer service responses.  So disappointed with this company.

  Business Response

  Date: 01/03/2025

  Hi ********,

  I have looked into this a bit further and it appears that both orders have now been refunded. I apologize for any inconvenience! If there is anything else we can help you with, please don't hesitate to reach out. 

  Customer Answer

  Date: 01/04/2025

  I am rejecting this response because:   I am still being charged for shipping for one collar even though I was assured I would not because this was Halo's mistake.

  Business Response

  Date: 02/11/2025

  Hi ********, we are so sad to hear this issue has not been fully resolved. I have just reached out to offer assistance and I look forward to hearing back from you soon.

• Initial Complaint

  Date:12/09/2024

  Type:Customer Service Issues
  Status:

  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 two Halo collars for use while on trips with my dogs. These collars have been used very SPARINGLY. After only 2-3 uses they no longer charge and even when they were working, the *** signal to the collars is poor and delayed causing them to be more detrimental than helpful. Quite simply this is a poorly designed product that should not even be on the market. I have two dog collar paperweights with a worthless annual plan (this was cancelled as of 12/9/24). I'm requesting a refund of my money and I will gladly return these to the manufacturer if they'd like them back.

  Business Response

  Date: 12/10/2024

  Hi ****,

  We are so sad to hear this! A member of our management team has just reached out to you via email. You can access this support ticket (#******) by heading to your Halo App> Settings> My Tickets. We look forward to resolving this for you.