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Halo by Protect Animals with Satellites has, in effect, stolen $764.56 from us. They have engaged in a clear deceptive pattern of defer, delay and defraud. We have lost countless hours wasted on watching training videos and performing training exercises that are now useless. We have wasted more hours communicating our displeasure and attempting to rectify the problem both on the phone and via email.
The crux of the problem is that the efficacy of the system is based on the availability of adequate satellite or cell phone tower coverage for the area where the system is implemented. This problem is not discoverable until the lesson establishing the virtual fences is reached, and many hours have been spent getting to that point.
We received our collar on 5/14/23 and diligently performed the training exercises, reaching the establishment of the Fences on 7/1. The positions of the fence boundaries, location of ourselves and the dog were all off by a margin of 15-50 feet. The dog was shocked while inside the safe area where we established the boundary, and the boundary adjacent to the road shifted so that no warning was given when we took the collar into the area that should have been out of bounds. We contacted Customer Service via phone and took a video which we emailed showing the inaccuracies. We were deferred to “Engineering” to "analyze" our problem, as if this was something unusual- which it obviously is not. Our problem and dissatisfaction was communicated well within the window for a refund. After a delay, we were told that the collar would be replaced at no additional charge with a Halo 3 collar which would solve the problem. On 7/22, we got an email stating:
Hello Tilly,
Since we haven’t heard back from you, we will assume that your issue has been resolved. If you need any additional help, please reach back out to us and we would be happy to assist.
Best Regards,
The Halo Collar Customer Service Team
I immediately responded that we were supposed to have a collar on the way, and it did eventually arrive. On August 15 we sent the following email:
Update. We gave the collar one last chance in an attempt to determine if we could manually adjust the settings to rectify the problem with the inaccuracy of the application to track our position. The problem with the location shown being 25-50 feet off from the actual position persists. We are Done.
Please send us a label to return both collars to you and issue a full refund for all charges. I would appreciate it if you would do this without necessitating another complaint to be filed with the BBB.
We sent back the collars, following the instructions using the FedEx shipping label supplied by Halo. I have the receipt with the tracking number. When a refund did not appear on our Credit Card statement, I contacted Halo and got this reply:
Thank you for your response and your patience while we worked through this request. We understand your frustration regarding this return issue. Since the package wasn't shipped using the provided tracking and it wasn't delivered to our warehouse we are unable to provide any kind of refund for your order.
We understand this isn't the resolution you were looking for, but if you have any further questions please let us know and we're here to help.
If Halo were an ethical business, I believe they would have their customers test the ability of the system as soon as they receive the collar to see if it works in their area. The failure to do so is resulting in a large and growing number of angry people. As a personal aside to Angela J., Anna H., John M., Lydia L., Rachel F. and all the other members of “The Halo Collar Customer Service Team”, I would sincerely suggest that you seek honest employment elsewhere. And to whomever responds to these complaints, please do not reply that you will reach out to me. Many of us would like to “Reach Out” to you with a Class Action lawsuit.
In conclusion, I would like to request that the Complaints Board share this information.
Desired outcome: Refund
