ComplaintsforHalo Collar

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought 2 collars and within a week of receiving them one of the collars broke and we had to glue the s**** back in to make the collar functional. With in 60 days the second collar started to tear in half. The collars have not been mistreated, this is from normal wear and tear. The return policy says you have 60 days to return. We called on day 60 and was advised that we were out of the return period. Also, we were advised it wasnt covered under their 1 year warranty. The product is poorly made and cannot hold up to normal wear and tear. We had one representative hang up on us and second tell us there was nothing she could do for us besides put a request into another department. She said she was not able to transfer us to this department or to a supervisor for further assistance. When we insisted on speaking to a supervisor she advised that a supervisor would call us that day. It is the end of day 2 and no one has reached out to us. We would like to return these poorly made collars for a full refund as we called in the 60 day return window.

  Business response

  10/23/2024

  Hi ***, We are so sad to hear about this! Our team has just created a support ticket for you and a member of our management team has reached out. You can access this support ticket by heading to the Halo App> Settings> My Tickets. 

  We look forward to resolving this for you!

  Customer response

  10/28/2024

  Halo has reached out and agreed to replace the 2 collars with an upgraded model and accept back the 2 defected collars.  This was on 10/23/24.  As of today the new collars have not shipped from halo.  Just wanted to give an update.  If the new collars arrive and they accept the defected collars back with no issues, I would consider this matter resolved satisfactorily.  However it will take more than 10 days before the issue will be resolved.  

  Customer response

  11/07/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a dog collar from Halo in August 2024. It worked as advertised, for 2 months, and has now ceased to function as advertised. Due to the fact that the collar is linked to cellular data and wifi, I believe that **** has every opportunity to con customers into purchasing the product, with the intent that it will work well for years. It is presumed that they could allow it to function as intended, for a short duration. After they have the customer's faith in the product, they have the ability to shut the functionality down at any time. This could be past a warranty period, if they so choose. I have exceptional wifi speeds and cellular coverage, so there is no reason why this should not work completely. I do not seek a replacement product, because I believe the hardware of the collar works fine. It is all too easy for Halo to remove full functionality, remotely and from anywhere.

  Business response

  10/21/2024

  Hi *****, We are so sad to hear about this. I have just started a support ticket for you which you can access by heading to the Halo App> Settings> My Tickets. I look forward to finding a solution for you!

  Customer response

  10/22/2024

  I am rejecting this response because:   I cannot afford to risk a trial of the Halo collar, because it has produced a situation, on multiple occasions, where my dog has crossed a busy road. I believe I have been lucky to have discovered the dog's absence, in enough time to prevent the return crossing of each occurrence. Unfortunately, the product does not perform as advertised, so much to the extent that it will cost me double the amount of the collar to get a new dog.

  Business response

  10/23/2024

  We are sad to hear that you feel this way! We are looking into one more thing for your collar to see how we can help. Thank you for your patience! 

• Initial Complaint

  10/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought the Halo 3 collar through ****** on September 1, 2024 for $569.00 plus the additional cost of a monthly subscription to use the *** tracking. I started the training with using an indoor beacon, and in the training was informed not to skip ahead to any further steps as it is important to start with indoor training first. Shortly after starting to train my dog indoors, the training protocols changed and omitted the beacon training. This was quite confusing and disorienting to me. More, the beacon seemed to stop working altogether even though it had sufficient battery life and I also deleted and re-synced it to the collar.I contacted customer service and they informed me they could not send me a new beacon because it was being phased out and also not under warranty anyhow. ************* responded to my complaint:"The reason why the training beacon is being phased out with the introduction of the Halo 4 collar, is because of its unreliability indoors with providing feedback, and the training was adjusted for the Halo 4 to not include it any longer. We have found that training by creating a small Halo fence in your yard or training indoors using manual feedback from the app is just as effective."So, I was being sold a product that the company knows does not work well, and without announcement remove it from the training protocol. Sketchy.I instead proceeded to the outdoor training. I set the fence and calculated the warning levels on my dog's collar. He proceeded to walk directly through the limits of the fence and only about 30 seconds later did the device register that he had crossed the threshold, resulting in further degradation of trust in the Halo collars ability to function as advertised. At this point I want a full refund but ****** won't refund me because it is past 30 days. Halo's warranty should still be in effect but I don't want a replacement collar after they knowingly sold a non-functioning beacon and *** not working.

  Business response

  10/21/2024

  Hi ****, We are so saddened to hear about this and would love to help! Our team has just created a support ticket for you and reached out with the next steps. You can access this ticket by heading to the Halo App> Settings> My Tickets. We looks forward to resolving this for you!

  Customer response

  10/25/2024

  I was given a refund for the faulty device and am closing this case.

• Initial Complaint

  10/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I brought a total of 3 collars directly from the Halo website within the last 50 days. I sent back 2 and in the process of sending back the 3rd which has been replaced once. I received an email on October 16th, 2024 saying 1 of the collars is being fully refunded the other collar is damage beyond repair. My concern is that weve had a total of 4 collars that didnt work correctly and are under warranty but being given a hard time when it comes to getting return labels or refunds.

  Business response

  10/21/2024

  Hi *******, We are so sad to hear this and wanted to let you know we have created a support ticket for you and sent it to the appropriate team. You can access this ticket by heading to the Halo App> Settings> My Tickets. We will be in touch on that ticket very soon with a solution!

  Customer response

  10/21/2024

  I am rejecting this response because:  my Halo account has been closed out by Halo and I can no longer receive or respond to any messages.  So the issue is not resolved.  I would like a refund for a product that doesnt work and has been returned.  

  Business response

  10/22/2024

  Hi *******,

  I apologize that you did not receive my email I have just emailed you again outside of our ticketing system. I look forward to hearing back from you!

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Halo Collar regarding their customer support and the safety of their products. For several months, I have been experiencing significant issues with two collars I purchased from Halo. Both collars frequently malfunctioned, providing feedback while the dogs were inside the boundaries. Initially, I believed the problem was isolated to our German Shepherd's collar, which prompted me to engage in numerous communications with customer support. Despite their assurances and a replacement collar, the issues persisted. Compounding this problem, the collar for our rescue dog also was malfunction, causing her severe anxiety and fear of going outside. After multiple requests for a return and refund, customer support insisted we troubleshoot the devices before they could process any return. We complied multiple times with no resolution. Recently, the replacement collar for our German Shepherd exhibited battery and overheating issues after minimal use. They yet again had us replace the collar, which immediately began malfunctioning. We used it for a few hours max before we experienced issues and removed it from our dog. We expressed our concerns regarding safety and requested a full refund. Initially told we were past the refund date, we eventually received approval for a return. However, upon returning both collars in one box as instructed, I was informed that only 1 collar was received and labeled "damaged beyond repair." I must stress that neither collar was physically damagedone was barely used, and the other was the brand new replacement they had just sent to us. Furthermore, we received notification we would receive refunds for subscription fees that have yet to be honored. I have invested considerable resources into these collars, which have proven unsafe and detrimental to my rescue dog. I am reaching out to you in hopes of finding support in resolving this matter. It is crucial for us to receive a full refund to ensure the safety of our dogs and invest in an alternative.

  Business response

  10/15/2024

  Hi *********- We are so disheartened to hear about this! I have sent your message to the appropriate team members who will be in touch shortly. We look forward to resolving this for you! 

  Customer response

  10/21/2024

  I am rejecting this response because:   The issue remains unresolved, as I have yet to receive the refund.

  Business response

  10/22/2024

  Hi *********,

  We are following up on this an be in touch regarding your refund soon!

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After three months, The collar said it had critical issues. I filled out warranty application and its been over a month. I have received no collar replacement. I have found no way to contact this company other than through their AI, which doesnt understand the conversation. When you spend $600 for a collar and $400 for two years of service, I expect excellence not sub standard.

  Business response

  10/15/2024

  Hi *****, I am so sad to hear about your experience. I have just called and left a voicemail, and sent you an email via our ticketing system. You can access this support ticket by heading to the Halo App> Settings> My Tickets. 

  I look forward to resolving this for you! 

• Initial Complaint

  10/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the halo 3 collar in June 2024. As with most people, we do not have free time 24/7 to train our dog, and all dogs do not learn at the same speed. By the time I was able to troubleshoot most issues with several calls to the support group, it was October. I was ready to continue training outdoors. Unfortunately, the disappointment with the collar continued. I brought my dog to a boundary, we had warning feedback, then we had emergency feedback. The dog came running in to the central area, but continued to get emergency feedback, even though we were well within the boundaries. The position of the collar within the map showed we did not move so it never registered with the satellites. He continued to get emergency feedback until he was very close to the house. I called the support group to see what my options were. They told me my only option was to sell the collar to somebody else. I cannot in good conscience do this to anyone. I wish I had taken all the other reviews here seriously. If you have any tree coverage, chances are this collar is not going to work at all. Do not buy it. This was my only option for a e-collar because of the network that I use. I could not install an electric fence because my ground is mostly rocks. If you have any alternatives, try those first. I thought with ***** ****** as a spokesperson this would have been a better product. Its unfortunate. It took me four months to to try to train the dog, set boundaries and work with the support group for issues with the collar. They did try their best, but at the end of the day nothing worked and I am out $600. That is not chump change folks, so, if you have any tree canopy in the area you want to fence in, heed my warning, seriously.

  Business response

  10/08/2024

  Hi Laura,

  I am so sad to hear about all of this! I have just sent you an email to offer some assistance. I look forward to hearing from you soon! 

• Initial Complaint

  10/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Halo collar gave emergency warnings to my dog from in the house. I have tried contacting via dog park to be given instructions to adjust gps tolerance but still have issues. I have a product can no longer use with confidence. This product provides no assurance my dog is safe. My dog stresses out wearing this collar and sits by me now when shes in the house. These warnings occurred inside our home in and showed my dog in the middle or the road or neighbors yard! My dog has been sychologically distressed and damaged. She was terrified! I want a full refund of my investment in the collars and monthly subscription fees! This product is not safe. This company does not take customer complaints and concerns serious. I have tried to submit several unanswered / closed without resolution support tickets. When I video called dog park this past week, They wanted to send me instructions so I could screen record my phone when the random warning buzzes happen like Im aware when the product is going to glitch and give false alerts. Also having to pay subscription to use the base functions of this app is ridiculous. My subscribers is going up from 63 to 101 dollars. If I choose not to renew as I dont see $40 dollars of additional value or functionality my collar is effectively useless. Product is a scam.

  Business response

  10/08/2024

  Hi Jessica,

  I am so sad to hear about all of this! I have just reached out to you via email to assist. I am confident that we can find a solution for you and I look forward to hearing from you soon. 

• Initial Complaint

  09/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased two Halo collars in late 2022. They never worked as advertised. I originally had invisible fence, and my dogs were trained to a beep. I easily trained them with the Halo collar. The problems arose in the first few days of use when the collar would shock them in the house. Then they were also getting shocked in my barn, which was not near the boundary line. My dogs became terrified of the collar, and one dog would lay on the floor and not move when the collar was placed on him. The collar would also show the dog where he was not! For instance, I had the collar in my hand at my back door, and the map showed the collar location at a nearby *********** location about 1/2 mile from our farm. I had numerous calls to the company and was told to reset the *** by bringing the collar outside and doing a figure 8 with it in the air, but it did not solve the problem.

  Business response

  09/26/2024

  I am so sad to hear about this! Our team has just reached out to assist you. 

• Initial Complaint

  09/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered 3 Halo collars in May of this year. In July we requested 2 replacements for collars that broke at the clip. They stated that they sent the replacement and that once we received the new ones, we were to ship to damaged ones. Now its September and we have not received the replacements under the warranty and our third one is now damaged due to a the battery port not working. I sent an email in August requesting a refund after being on hold for 27 minutes. I have heard nothing back from the Company at all. And Im out a significant amount of money for a product that didnt do what it was suppose to and it was faulty. DO NOT order Halo Collars.

  Business response

  09/26/2024

  I am so incredibly saddened to hear this! I have just reached out to you with a solution. I can't wait to hear back from you soon!

*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. ↩