Tagg Pet Tracker

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This product didnt work shortly after we activated it. I called to cancel it. You cant charge me
For something I am not getting. please refund the 7*.50 and it will be resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[It says nowhere in the terms and conditions that I would be charged $79.50, without even notifying me, for a year of service that I didn't sign up for, then refuse to give me a refund when I notice the charge hit my bank account!  How can you charge me for a year of prepaid service, then refuse to give me a refund when I canceled within days of this debit?  Once again, a charge I never agreed to?  Regardless of your "no-refund" policy, you can't steal money from people and refuse to give it back.]
Regards,
[redacted]

Re: Complaint No.:...

[redacted]
To Whom it May Concern:
I would like to sincerely thank the Revdex.com for its kinds assistance with the above listed complaint.  I am to wait for a reply, but am taking the liberty of advising at this time that I finally was able to get the tracking device in question to work.  Despite emails from Whistle (formerly known at Tagg) sending emails and inviting me to call again for support, this device now functions as it should.
 I did receive a call yesterday from Whistle but was unable to reach the phone in time.
I deeply regret imposing upon the Revdex.com for its help as I wasn't able to talk to someone. 
I feel this complaint can be closed, if it is the Revdex.com's decision to do so.
Sincerely,
[redacted]

Thank you for taking the time to communicate to us why our customer service did not meet your expectations. We have corrected this subscription issue and processed a refund of...

$110.35.  Please accept our sincerest apology for any trouble or inconvenience we have caused you.  Again, we highly appreciate your feedback as it will assist us in becoming better at what we do.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
You can keep my money.  I will chalk it up to experience.  I only wish you would change your deceitful policy of requiring the customer only the first 30 days of a 3 month "free" period to cancel the annual payment for that begins after the "free" period.  Even more deceitful is the sneaky way you tap the credit card without any reminder that you are about to do that.  Worse is the fact that you hide this dishonest policy within a legal document that you are fully aware that almost nobody will read.  Obviously, I have paid in advance for a year of service that I have no intention of using and am not allowed a refund.  Better business?  I don't agree.    Enjoy!
Regards,
[redacted]l

Thank you for taking the time to communicate to us why our customer service did not meet your expectations while requesting a refund.  We have contacted  this customer and...

offered a full replacement in order to satisfy them. Please accept our sincerest apology for any trouble or inconvenience we have caused you.  Again, we highly appreciate your feedback as it will assist us in becoming better at what we do.

The product worked well for the first 18 months. We have a broken plastic clip and the part is not serviceable. Now the product is unusable and we can not get a refund of the balance of the yearly service. This not a very "customer friendly" company. Staff was rude and didn't return phone call. Seems they are in business to take advantage of their pet loving customers. I would have taken my business elsewhere if I had read the Revdex.com complaints first.

Hello Revdex.com Team, 
Our response remains the same.
The customer should please refer to our earlier response.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank you for taking the time to communicate to us why our customer service did not meet your expectations. [redacted] has been refunded and we communicated this via email with...

him. There was some confusion with the account because [redacted] has his credit card on file for his father's account. Please accept our sincerest apology for any trouble or inconvenience we have caused you.  Again, we highly appreciate your feedback as it will assist us in becoming better at what we do.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
 
I have just resolved this issue directly with the company. Please close this complaint, #[redacted], as I am satisfied with the solution. Thank you for your help!
 
Respectfully,
 
[redacted]

font-weight: inherit; line-height: inherit; display: block; background-color: #ffffff; font-family: inherit;">Hi,Thank you for bringing this case to our attention.  We would like you to know that we have addressed the customer’s concerns by issuing a refund and offered our sincere apologies for the initial dissatisfaction experienced with our product. 
We take these types of complaints seriously and would like you to know that we acted upon this issue as soon as it was bought to our attention. We appreciate your feedback as it will assist us in becoming better at what we do.   
Thank you,   
[redacted]
Director of Customer Service

Hi,Thank you for responding.  We would like you to know that we have addressed the customer’s concerns by issuing a replacement device and offering our sincere apologies for the initial dissatisfaction she experienced with our product. The replacement was processed on 2/8/2014, as a no cost replacement with the order number: [redacted].
We take these types of complaints seriously and would like you to know that we acted upon this issue as soon as it was bought to our attention. We appreciate your feedback as it will assist us in becoming better at what we do. Thanks again,[redacted] | Tagg Customer Care

We have searched our systems and records and we have nothing to show for a cancellation request in November.  If the customer can provide proof of contact with us in November, either an email with time stamp or phone records, we will be happy to refund the remaining  amount to get to the $110.35.  Otherwise, we have no record and the device was active and service was rendered.
[redacted]Customer Experience Manager, Whistle
[redacted] // [redacted]

Three times since Tagg had been taken over by [redacted] I have needed to call for technical support. We received no notification that the service was going to change, and so my first call was for assistance when my dog went missing and I was discovering for the first time that we were being served by [redacted] and not Tagg, which required loading a new app.
Average wait time for customer support is 30 minutes or more. Today 40 minutes on hold and then the call was terminated on their end without a customer service rep picking up. Therefore my issue has not been resolved with no recourse on my end.

Dear [redacted],   
#464646; font-family: Verdana; font-size: 12px; line-height: 15px;">
Thank you for bringing this case to our attention.  We would like you to know that we will address the customer’s concerns by issuing our sincerest apologies for the initial dissatisfaction he experienced with our product. We have communicated to this customer directly about this issue over the phone on January 22nd 2014, and informed him that we bill in advance for service and it is non-refundable. We explained that when he accepted the T&C's during activation he agreed to the prepaid service and that it was non-refundable. He also asked that we provide documentation proving the terms were in place when he agreed. We gave him the revision date of the customer contract and the details regarding amendments to contract and abiding to the terms.
We take these types of complaints seriously and would like you to know that we acted upon this issue as soon as it was bought to our attention. We appreciate your feedback as it will assist us in becoming better at what we do.   
Thank you,   
[redacted]
Director of Customer Service

This customer has 3 cases on her account.  On January 20, 2015 she called and would only speak with a supervisor.  A supervisor called her back...

within 30 minutes of her request.  She wanted to know what the charge on her account was of $110.35.  The supervisor explained it was the annual fee of $95.40 and the activation fee of $14.95.  The customer demanded a refund for the service stating she had requested cancellation in November 2014.  The only case on her account prior to the request on 1/20 was a case from September regarding no breach notifications which resulted in troubleshooting and asking the customer to monitor.  She never called in November based on the cases we have for her.  The only other case we have for her is from 2/5/2015 where she requested cancellation of her account.  The invoice for the charge was from 12/21/2014.  Per the terms and conditions she was denied the refund as she did not request the cancellation prior to the charge and the service fee is nonrefundable. We have made an exception to our terms and conditions and issued a refund of $75.50.  She was charged for 2 months of service and the activation fee.
Thank you,
[redacted]Support Engineer, Whistle
[redacted] // [redacted]@whistle.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear [redacted],   
#464646; font-family: Verdana; font-size: 12px; line-height: 15px;">Thank you for bringing this case to our attention.  We would like you to know that we have addressed the customer’s concerns by issuing an extension to their free subscription period and offering our sincere apologies for the initial dissatisfaction experienced with our product. 
We take these types of complaints seriously and would like you to know that we acted upon this issue as soon as it was bought to our attention. We appreciate your feedback as it will assist us in becoming better at what we do.   
Thank you,   
[redacted]
Director of Customer Service