Tagg Pet Tracker

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] has agreed to send me a refurbished unit and credit me for two months of service.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

To Whom it May Concern:
Customer [redacted] emailed customer support 1/7/2014 upset because she was still getting charged for service and had sent her trackers back to us.  We have no record of a case where we requested her to send the equipment back to us.  We never...

created a return shipping label either.  We asked her to call in when she emailed 1/7/2014 and we did not hear from her.  The customer stated that she sent her equipment back on "her dime".  That is not our return merchandise authorization process and therefore the customer was never sent new equipment.  We issued a refund for the customer on 1/8/2015 totaling $106.80.  This was for the service the customer was charged from her email to us January 2014 until now.   We are not sending replacement equipment because her warranty expired 10/31/2013.  She would have been out of warranty when she contacted us in January 2014 and is out of warranty now.   We require account authentication to cancel service and Facebook is not a secure site that we can use to authenticate.  That is why she was referred to contact us via phone or email. 
Thank you,
[redacted]

Review: I originally purchased two "Taggs" 7/28/14, one for each of my dogs. This is a device to track a dog who may escape from the yard or home. The total cost paid was $409.85 which included two trackers and two service plans of 12 months each.

I had problems with the devices from the first month of ownership including the device not tracking properly, not charging efficeintly, and not holding a charge. I called the company for assistance on multiple occasions. The company assured me they were updating their servers and the product would improve after that. The product comes with a 30 day warranty and as I continued to try to work patiently with the company the warranty elapsed. I continued to believe them that the updates they were making would improve the product's performance.

Long story short, the devices continue to malfunction. The batteries do not charge, the trackers do not notify me of my dog being out of the yard (even when I'm walking the dog more than a mile from my house the dogs are still registering as if they are in the yard. One of the two chargers broke, even though I deal with it very gingerly. When I called to have that replaced they told me that since they were upgrading to a new product line that I could no longer get a replacement since they don't make those anymore. When my trackers stopped working, they sent refurbished ones instead of new ones.

I've made multiple attempts to resolve this with the company directly, but the most they will do is refund two months of my pre-paid service plan. This is completely unacceptable given that the amount of time I've spent with them on the phone would total well more than $400 of my time, so the way I see it, they owe me money for beta-testing their defective product. :-)

As I was unable to get a resolution over the phone, I emailed them 1/25/15 asking for assistance in processing a refund. I have followed up twice since then, most recently on 2/15/15. No one has returned my emails.Desired Settlement: Personally, I would like a full refund since the product did not do what it says it will do, and since I was patient with them to try to resolve the issues by bringing the concerns to them first.

I would also like the company to identify and implement appropriate strategies to deal with customers and deliver a product that works. I feel bad for anyone who buys this product and goes through the same process I have to get the product to work.

Review: Back in November 2014 I called customer service and cancelled my service.Desired Settlement: 01/20/2015

TAGG THE PET TRACKER / WITHDRAWAL @ TAGG THE PET TRACKER [redacted] CAUS (eff. date 01/18/2015)

$110.35

Business

Response:

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.

Review: I purchased 1 Master Kit and 1 Add-A-Pet Kit from a 3rd party. I activated both units online under the impression I would get charged for 1 Master Kit ($7.95) and 1 Add-A-Pet ($.99), but instead they charged me for 2 Master Kits each month. There are no options when activating the units online to choose Master Kit or Add-A-Pet. I realized the error after 3 months of over-paying by $6.96 ($7.95-$.99) and called to get it fixed. The first girl I talked to said they would adjust the plan to be correct and refund the money. After 2 weeks I called back as I didn't see a refund. I spoke to manager [redacted] who refused to process the entire refund and said they could only refund the amount of 1 month. I am owed a total of $20.88.Desired Settlement: Refund of $20.88.

Business

Response:

Thank you for taking the time to communicate to us why our customer service did not meet your expectations. We have contacted this customer and refunded the charge in question, 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.

Review: TAGG PET TRACKER battery would not charge properly upon receipt. I called for support & was told how to refresh battery. I did so & battery was better but not lasting & now will not work at all. Over the past 3 weeks, my husband & I made numerous calls, problem was acknowledged by tagg but problem is not resolved. Issue was finally escalated last week but no one contacted us back. Unit is obviously bad & needs replacing. We are willing to try a replacement unit & return this unit. Please help!Desired Settlement: We are willing to try a replacement unit & return faulty unit in box with shipping label provided by company. We even offered to give company our credit card info as good faith until faulty unit was returned.

Business

Response:

[redacted],

Review: On Monday, January 19, I noticed I had two unauthorized charges from Tagg on my credit card. On their website, there was no way to cancel or remove my credit card from their website or close my account, but I contacted Tagg through their website the same day about the charges and received a confirmation email that they would respond. The next day, I called Tagg and was told I would be refunded. I received a email confirmation for that call as well. Today, I received the following email:

"Good Day, We Apologize for the inconvenience but the refund would not be able to process because it was past the 7 day grace period that we have. The way our system works is; We only have 7 day after billed to give the money back." That comment doesn't make sense since the charge was put through on Jan 14 and process by my credit card on Jan 16. And I've never heard of a "grace period" for a refund. It's not on their website. Not only was I never billed for those charges, they have not provided proof that I was billed. On top of that, I returned the device that uses that service months ago.Desired Settlement: I want a refund for the two charges on my credit card. The charges were $9.95 and $24.90.

Business

Response:

To Whom It May Concern:

Review: I was charged $79.50 for a year of prepaid service on 1/18/14. Not having signed up for this, I called the company to terminate my service. Upon termination of service I asked to have the $79.50 refunded to my debit card. The company informed me they would not issue any refund, partial or full, therefore leaving me out $79.50 for service on an account that I have already canceled. They said I agreed to this in the terms and conditions, but I never signed anything of the sort.Desired Settlement: I would like to have the $79.50 refunded to my debit card since I never agreed to this service renewal and canceled my service as the charge appeared in my bank account.

Business

Response:

Dear [redacted],

Review: On August 13, 2012 I ordered 2 Tagg pet trackers. Upon receiving them, one was able to activate without issue and is still working fine. The other one was unable to activate. I called customer service to report this, and after several attempts with them on the phone, it was unable to activate. They said they would call me back. They called, and said I should try to activate at several different locations, including at the library, using different internet browsers. I tried, and nothing worked. I knew I would be moving to a different part of the state, so I figured I would give them the benefit of the doubt and wait until the move to call back. Once I moved, the tracker was still unable to activate

After having online chats, customer service told me through live chat not to buy a new unit, but to call when I could and they would replace the unit since it was still not working. I called, and customer service denied ever telling me they would send a replacement. I then went back and forth with troubleshooting, and several calls later, the unit does not work. Each time, customer service said they had to refresh the serial number and that they were sure the issue was fixed. Once I realized it still would not activate, I called back and was told there was nothing they could do and since I am outside of the warranty period, I would need to buy a new unit.

Given that the tracker was never able to activate, and the issue was never resolved from time of purchase and has been documented as such, I feel that I should be receiving a new unit or having this unit repaired at no cost to me. Though the 1 year warranty is now over, I received a faulty product, was told to keep calling back, and am now outside of warranty. I feel that my case should be in "unresolved" status from time of purchase and therefore, still should be covered under warranty for repair or replacement.Desired Settlement: Repair or replacement of faulty product that was dead upon arrival.

Business

Response:

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.

Consumer

Response:

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.

While the company has contacted me offering 20% off for a replacement, they have not contacted me in any regard offering a complete replacement/exchange for the broken unit at no cost to me.

Regards,

Consumer

Response:

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!

Review: After a few months of use, my second Tagg tracker started repeatedly running out of batteries after less than an hour of use (the first tracker had to be immediately swapped out by mail because it was faulty).

It had been so many months since I had used the device that I had completely forgotten about it until a charge for NEXT year's service showed up on my bank statement. I immediately called Tagg to say that I had not used the product in ages and certainly wouldn't need another years' plan. I was curtly told that the fine print of the initial contract stated that the plans auto-renewed and, once charged, the "pre-payments" could not be refunded.

Tagg let me cancel my service but will not refund my account for the year of service they aren't providing. So as of now I have paid for two years of service for a product that (on the second try) worked for about 3 months.Desired Settlement: Refund of current charges plus $35 overdraft fee from bank.

Business

Response:

Thank you for taking the time to communicate to us why our customer service did not meet your expectations. Our terms of use clearly state that subscription prices are pre-billed and non-refundable. These terms of use were agreed to by Mr. [redacted] when he activated his device. To review our terms of use, please visit www.pettracker.com/legal. 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.

Review: I'm really upset. My Tagg stopped working expectantly yesterday. Between the hours of 6pm and 8pm it just died. We went for our 8pm walk and did not get any notifications. I placed it on the charger overnight and did not get a notification that it charged. We went for our 7am and 12pm walk and again nothing. I just called your customer service and the guy on the phone could not tell me what was wrong. It just broke. Now because it's not under warranty, I have to buy a completely new system. And the best is, he couldn't even rush deliver me one because apparently you guys are backordered at the warehouse. I just had one rush delivered from Amazon, paying through the teeth for shipping. I believe my tagg was defective because nothing happened yesterday between the hours of 6pm and 8pm. We were sitting with the dog watching TV. Nice that I just had to buy a new system from a different retail provider because you sold me a defective product to begin with and can't even maintain stock in a warehouse when it breaks.Desired Settlement: I would like a refund on the defective tracker. I had to purchase a new one out of my own pocket from a different supplier because the warehoues was out of stock.

Business

Response:

Thank you for taking the time to communicate to us why our customer service did not meet your expectations. [redacted] originally purchased February 2013. We replaced her unit September 2013 for broken clasps. She emailed in June 2014 with the issues she described below. We replied to the email with troubleshooting recommendations and asked her to call in. There is no record of a call until 8/11. On this date the customer was calling to deactivate her old device and activate her new device. Based on what we can see in our database, there was no conversation regarding backordered products. It doesn’t look like we did any troubleshooting with her to find a root cause and the customer is assuming she had a defective unit. Her device was out of warranty in February and we wouldn’t have covered the cost of the replacement. 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.

Review: After a 3 month free trial, a charge appeared on my credit card as Pending for Tagg The Pet Tracker in the amount of $110.35. I had not received any notification that the charge was about to happen. I called the company at [redacted] and explained to [redacted] (refused to give his last name) that I want to cancel the service and I do not want them to charge my credit card the annual fee. They refused saying that the annual fee is not refundable. I asked for the person's boss. Talked to a lady who identified herself as [redacted]. I told her that I do not want to use their service and to please not charge the annual fee to my credit card. She said it is not refundable. I asked for her boss and ended up talking to a lady who identified herself as [redacted]. She said it is too late to cancel since the charge had already been submitted against my credit card and it is not refundable and it could have been cancelled prior to them submitting the charge. I told her that I did not receive any notification that the charge was about to be submitted and I found out when I saw the charge pending on my credit card. I asked for her boss. She claimed that her boss told her that she would tell me the same thing that [redacted] told me. I told her that, though their practice may be legal, I believe it is deceitful and dishonest.Desired Settlement: Do not charge me for something that I do not want. Refund the money or do not take the money pending payment on my credit card. Thank you.

Business

Response:

Thank you for taking the time to communicate to us why our customer service did not meet your expectations. Our terms of use clearly state that subscription prices are pre-billed and non-refundable. These terms of use were agreed to by [redacted] when she activated her device. To review our terms of use, please visit www.pettracker.com/legal. 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.

Consumer

Response:

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

Business

Response:

Hello Revdex.com Team,

Our response remains the same.

The customer should please refer to our earlier response.

Review: I purchased a tagg pet tracker along with 1 year of service. The tracker arrived and looks like advertised but the online activation is impossible to accomplish. Servers are constantly down at the company and I'm sitting here with a product that does nothing. I've been trying to activate my tagg pet tracker for 2 days now. I called customer service and the lady acted like my computer was the issue, had me clear my cookies in web browser then told me I needed to try other web browsers. Ridiculous really. The app also does not work, server always down as well.

This entire service is web based and their site doesn't work, god forbid I actually lost my dog and tried to login to site or mobile app to find him.Desired Settlement: I would like to receive a serious discount for the 2 days of frustration but only if the website works. If there are constant issues on the site I just want my money and life back.

Business

Response:

Dear [redacted],

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.

Review: I purchased a "Tagg Tracker Promo Bundle" in May 2014. It was supposed to include "Tagg + 12 months of service" for $159.96. I still have two emails Tagg sent days before the purchase that list the product, the price, the fact 12 months of service is included, and has the expiration date. I purchased the product at that time, for that price, pursuant to the terms of the sale, and initially all was well. (I also purchased two additional trackers that came with two months of service for two other pets, but they are not part of this dispute).

I received the two months of free service on the other two products. For the first four months, I was not billed for the third tracker (the one that was supposed to have 12 months of service included). Then, for some reason, in October I was billed for those four prior months and monthly billing for the third Tagg Tracker (the promo bundle one) began. However, Tagg was not supposed to charge me for that tracker until around May 2015. Instead, Tagg charged me $4.95 for that third tracker every month from October to present, totaling about $59.40.

I have contacted Tagg numerous times by email and phone about this. They have repeatedly told me they will fix it, but nothing has happened. Instead, they refunded my annual payment for NEXT year, which was something I wanted to pay. Now I am being billed the more expensive non-annual version and I still have never received the refund. Not only has contacting Tagg about this not helped me obtain a refund, it has cost me additional money because they refunded the money-saving plan and I am now paying the more-expensive monthly plan.Desired Settlement: I request that Tagg refund me $100 for this continued failure to bill me correctly. I have had to spend countless hours on what should have been a simple billing adjustment, especially since I have provided the very emails Tagg sent promising 12 months of service. Additionally, by refunding the wrong thing, I have had to pay more each month because I am not on the cheaper plan that I signed up for (and Tagg incorrectly refunded). Alternatively, I will accept a one-year credit in service on my main account (not the add-a-pet accounts).

Business

Response:

To Whom It May Concern:

Review: I purchased this GPS tracker device sometime last year for my cat. I got to use the device for 3-4 month then when winter came I wanted to put my account on suspension because our cat does not go outside in the winter. Summer comes and I charged the tracker and it seem to charge up but then I noticed that the cord was not very tight inside the charging station. After I wiggled it it seemed like the joint broke on the inside.Desired Settlement: I would just like repair or replacement of the docking station so I can use my tracker to track my kitty. An apology would also be nice.

Business

Response:

Thank you for taking the time to communicate to us why our customer service did not meet your expectations. 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.

Review: We purchased the Pet Tracker and used it for less than a year and then we couldn't get it to work. So we called (only way)to cancel the subscription but not before it was charged for another years' service. I asked for my money to be refunded because it was not being used. I have called over three times each time getting the run around about escalating the problem and more excuses. The last time I called they said it would be refunded within 10 days of July 11. Today I checked my account and have not seen any refund.I again called Tagg-the Pet tracker and they said they could not refund my money because it was already charged for another years' service. Since I am not using the service I feel I should be refunded. I am paying for something I am not getting. That isn't doing business. That is a scam.Desired Settlement: I want to be refunded the 7*.50.

Business

Response:

Thank you for taking the time to communicate to us why our customer service did not meet your expectations. Our terms of use clearly state that subscription prices are pre-billed and non-refundable. These terms of use were agreed to by Mr. [redacted] when he activated his device. To review our terms of use, please visit www.pettracker.com/legal. 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.

Consumer

Response:

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.

I just contacted customer service because my tracker has not been working, updating or able to find my dog for the past 3 days. I assumed the first day and a half was due to weather. Not only was the representative unhelpful, after 45 minutes, I was told that it will take at least 48 hours for someone to look into the problem. IF I need a replacement, that will take another 3-5 business days, which means the tracker will be out of service for over a week. It's also funny that the last time my broke (2nd system in two years), I had to buy an entirely new set because I was out of warranty. The rep ([redacted]) was unable to tell me when my warranty expired, was unable to get me to a manager (who may or may not call me back), and was unable to issue a refund for the lack of service.

I've had two systems and been a customer for about 2 years, which means I've spent well over $350 trying to keep the system working. Prior customer service representatives have at least been courteous and have tried to resolve the issue.

Review: I have contacted Tagg The Pet Tracker several via email to stop the service and cancel my account. Every time I received a response asking for the serial number of the charging unit. After long months of trying to complete the cancellation of my account, I was able to reach them on the phone and talk directly with a customer service person. I made it very clear that I no longer use the service and wish to cancel my account and stop paying for a service that I no longer use. I made sure the person on the phone completed the cancellation and that there would no more attempts to charge my credit card. I has been several months and Tagg The Pet Tracker continues to attempt charging my American Express Credit Card. American Express put a block on this company three months ago. Tagg The Pet Tracker still continues their attempts to charge my account.Desired Settlement: The people using this service are mostly mature individuals who love their pets and want to protect them. I simply want to make sure this company is not taking advantage of their customers by following questionable business practices (billing). When someone cancels an account either by email or personally talking to a customer representative, it means that the billing stops. It makes me wonder how many of Tagg The Pet Tracker's customers are experiencing this issue.

Business

Response:

To Whom it May Concern:

Review: The device fell off the collar and was/is unable to be located. My dog left the yard sometime in the morning and the device was unable to track him as promised all day. Til eventually the battery died.Desired Settlement: I would have settled for a 50% discount to replace it. However, now that I received such poor customer service I would like the device replaced.

Business

Response:

Dear [redacted],

Review: On December 19, 2012, I purchased two pet trackers, one as a gift and one for my son's dog. Both turned out to be duds. The pet tracker's batteries weren't as advertised, they needed charging every night. Then the metal prongs on the tracker became rusty and the tracker no longer worked. We stopped using it.

On March 25, 2014 without any bill, notification, email or communication of any type, my credit card was charged $79.50. I called their customer service on 4-30-2014, the day I received my credit card bill and first became aware of the $79.50 charge. I was told that I only had 30 days to call to get a refund and I had missed that 30 day deadline and could not get my refund. I explained that I had received no communication of any type from the company as to when and how much they were going to charge my card and the first I knew about it was when my credit card came in the mail. That didn't matter. They were keeping my money for a service I couldn't use if I wanted to due to the tracker not working.

I asked to speak to her Supervisor. When I explained to her that this was the first day that I knew of this charge and could she please refund me even though I was a few days past the 30 day deadline, she told me there was no 30 day deadline and once they charged my card, I had no chance of getting a refund. When I explained that I received NO communication of any type, no bill, no email, no nothing, she said the company was not set up to do send out any type of billing?!?. They just automatically charge your card without any notice to you and once it's charged, there are absolutely no refunds.

Besides the fact of the $79.50 charge on my credit card, this was without a doubt the very worst customer service department I have ever experienced.Desired Settlement: I want the $79.50 refunded back to my credit card.

Business

Response:

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.