Tagg Pet Tracker

Review: On 8-21-14 I received my Tagg Pet Tracker System. Within a day or two I activated my account ($15.00 fee) and bought a 1 yr. subscription. I had trouble with getting the system to work correctly & spoke at length w/ the Tagg Customer Service people. It still did not work correctly. A day or two later I again contacted them to try to get it to work correctly.The problem was that I was not receiving notifications when the Tagg collar was outside of the area it should be. This is the main reason to have the Tagg collar for my dog. I requested a refund. After over an hour on the phone with them they refunded the amount for the 1 year subscription, but refused to refund the $15.00 activation fee. I spoke with a manager too & he also refused to refund the $ 15.00.I believe I am entitled to this refund as the product does not work as described.Desired Settlement: $ 15.00 refunded to me for the activation fee.

Business

Response:

Thank you for taking the time to communicate to us why our customer service did not meet your expectations. The customers tracker was activated on 8/23/14. The customer canceled on 9/1/14. Since our service includes 2 months of free service, the customer was not charged for any subscription fees or activation fee. After the free 2 months of service, customers will be charged with our activation fee. Since this customer did use the 2 months of free service, there was no activation fee charged, therefor her desired resolution is impossible. There is no activation fee to refund, since one was never charged to the customer.

We have canceled this customers account and submitted a refund for $94.25.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. If there is anything more we can do to help satisfy the customer, please do not hesitate to reach out to us via our website: tagg.com/support

Thank You,

[redacted] | Tagg Care

Review: I contacted Snaptracs on 07/07/2014 for a warranty claim. I requested my service be canceled.

On 7/15/2014 I was charged an amount for an unknown reason. When I called they could provide me with explanation of the charge. They also told me that my service was not canceled as requested on 07/07/2014. They told me their system had sent the cancellation request to a billing specialist but they had not approved the cancellation. I was assured that the service would be canceled promptly and the unknown charge reversed.

On 07/22/2014 I was charged for another months service. I have contacted this company three times in a two week period requesting my service to be canceled and being assured that a billing specialist would take care of it.

My service has still not been canceled.

They refuse to let me speak with the billing specialist.

They also refuse to delete my credit card information from their system.Desired Settlement: Refund me the amount of $79.50 for the charge that could not be accounted for.

Refund me the amount of $7.95 + $0.99 for the month of service I have been billed for two weeks after requesting my service be canceled.

Business

Response:

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.

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.

Regards,

Review: I had to order another pet tracker and they promised that they would not charge me for a yearly membership because I'm already getting charged monthly. They ended up charging me with the yearly plan ie 119.90. It has taken 3 phone calls and false promises that this would get resolved. Still not resolved.Desired Settlement: Refund me my 119.90 immediately.

Business

Response:

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.

Review: The tags have not worked since 11/2013. I sent them-on my own dime- in 1/2014 after a conversation with a Tagg representative. This started online and then I called in. I've paid $8.90 a month- contacted Tagg and was told by a guy over the phone that a refund and new tags were on their way. That was May. It is now January 2015- still being charged, no tags. I reached out to Tagg on facebook- as that is how they handled my first complaint- and they said they would get a level II account specialist to get in contact with me the next day. No contact came.

I re-posted on my facebook post letting them know that I haven't been contacted- and all I received was a Facebook message. Even though, in my message- I asked to be contacted via e-mail.

They said they will refund my money but not replace my trackers- even though they said they would and requested the devices back! I don't have the devices and I've paid for services!

I put up with overpaying and not canceling the service- as new taggs were anticipated. But no Tagg ( as promised ) were ever on their way.

Also- they refused to cancel my Tagg order via "Social Media" even though that was the platform they used to contact me- instead I should call or use e-mail (The way I was requesting to be contacted in the first place!)

This company needs to work on their communication, their business practices, and need to work on their customer service! The left hand doesn't know what the right hand is doing!Desired Settlement: I want what they promised me. A refund for services not used, and two new Tagg trackers. Follow up on what was promised.

Business

Response:

To Whom it May Concern:

Review: I purchased a new pet tracking device for my pet last week. I had purchased two pet trackers in the past when the company was known as Tagg, the pet tracker, from San Diego, CA. Just before this purchase, the company announced it had changed its name to Whistle. They are located at 3180 - 18th Street #102, San Francisco, CA 94110, tel: 855-738-8244 and 844-594-4785. I had been in contact with them via email and via phone. The emails instructed me to respond "above this line;: my computer did not allow for that, so I wrote emails back, separately. I was trying to tell them that the tracker for [redacted] was not tracking; it docks correctly to the docking station and charges up, but only briefly worked for that first day, 10/25/15. While their customer service people are helpful on the phone, every time a call is made, they have a wait time of over one-half hour. Thus, it is quite difficult to get through to them. I was on hold Sunday, and spoke with a lady named [redacted]. She said this was being "escalated;" I asked what that meant? She said the issue was being sent to the technical department. I wish to point out that I did everything correctly with regard to setting it up, docking it, and otherwise ascertaining that the device works. Despite the fact that [redacted] is somewhat of an invalid, she wants to bolt out the front door. Thus, it would stand to reason that I need a working device. If I can't get in touch with anyone to advise that it is not working properly, i.e., it is not tracking, would it not stand to reason that I do need a device that tracks properly? They have no other phone numbers to contact. They have a list of employees on their website, www.whistle.com, but there are no contact numbers. Perhaps if they had a better way to contact them, it would be beneficial to customers.Desired Settlement: I would like the existing tracker I purchased for [redacted] to work. I paid $79.00 + tax, shipping. Since it docks correctly, I need a technician from their company to contact me to "talk me through it" over the phone and thus avoid shipping charges and like situations. Thank you.

Consumer

Response:

Re: Complaint No.: [redacted]

Review: I purchased this product for my CAT while she was missing. Upon the cats return, I attempted to put the TAGG unit on her collar to discover it was HUGE! My cats collar was sagging and the unit was hanging down. This unit is WAY too big for an average sized cat. I called customer service to inquire about cancelling service and returning the product. I was on hold for 20 minutes just to get an agent on the phone. Once I finally spoke to an agent I was told that I could not return the product as I was now over the 30 day return policy. I explained the situation to the customer service agent who seemed to care less. The agent recommended that I sell the product and subscription on Amazon or eBay. I explained that the item is way too big for a cat and that the advertising of the product is misleading to cat owners. The agent explained that the minimum weight of the animal should be 10 lbs to use this product. Well...my cat is 14lbs and its still huge on her and would be unsafe to be hanging around her neck. After asking for a supervisor I basically received the same response...that I was over the 30 days and they could not do anything. After explaining my disappointment with this product and the customer service, the supervisor promised me a return call with a solution. I requested the corporate address of the company to write a complaint, to which the supervisor said he could not disclose. Then the supervisor promised me a call back with a resolution and requested my phone number. I requested the supervisors name to which he responded that he could not disclose his name??? I requested his name again...to which he simply replied "[redacted]". I asked for a last name to which he declined and said that he is the only supervisor there. I asked how I could be sure that they would return my call to which he said he PROMISESD a return call and my satisfaction. I am still waiting on that return call...Desired Settlement: I simply want to return the item for a refund! The item is brand new in the box. I feel misled by this company and their services and they have no concern for customer satisfaction and are simply looking to take peoples money.

Business

Response:

Thank you for taking the time to communicate to us why our customer service did not meet your expectations. Last week we contacted this customer and offered a full refund in order to satisfy them. The refund was processed on July 16th, 2014. 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.

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.

Review: The Tagg Pet Tracker system that I bought has continuous problems. I have contacted the company multiple times. The GPS tracker is supposed to tell me the location of my dog at any time. There is an app on my phone. I press the "locate" button and the Tracker should tell me where my dog is. I pay a monthly fee for this service. I always get a nice person who says they will help me figure out what is wrong with the Tagg unit. I am always told to unplug my docking station, occasionally told to press the "page" button on the docking station. Almost every time I call., I am told the person will call me back with the location of my dog. I never get a call back, this has happened multiple times. Including today - around 11 am when I called because the Tagg was not working and I could not locate my dog. The person I spoke to today told me to unplug the docking station, which I did. He told me he would call me back with location. I expressed that no one ever calls me back, he assured me he would. It is now 8:30 pm and yet again I have not gotten a call back. I do not recall the name of the individual I spoke with today, but in the past I have spoken with [redacted] and [redacted]. I asked both of them to put me in touch with their supervisor. They both told me that was not possible. [redacted] told me he works from home and he "was the best I was going to get." I have purchased a new unit that was on "special" to current customers a few weeks ago. The unit will not be available until Feb. If the new unit works as poorly as the unit I currently own, then I want a refund.Desired Settlement: I would like a unit that works the way it is supposed to. If that is not possible, I would like a refund for the unit and the monthly charges I have paid for Tagg to "track" my dog. I started paying for service in June.

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 to refund the charges in question and issued a replacement GPS tracker 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] 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,

Review: On Mar2 2015 I called Tagg and reported my tracker was not working. I did all the troubleshooting they requested for over 50 minutes at which time the rep said it would be escalated and somebody would get back to me within 72 hours, several hours later I received a voice mail that asked me to take the unit out of the zone and see if it was working. I took it 110 miles away and the unit said it was stil lnear the docking station, I called and told them this, their response was to escalate it and someone would call me back. No call from Tagg so on Thursday the 5th I called them and said I had received no response what was the status, it would be escalated again and somebody would get back with me I asked for a credit for the time the unit is not operational my response to that was we could not possibly do something like that. I waited until Tues the 10th to call again since they did not contact me, the rep said he read the records and saw it was to be escalated, I said well since I am calling you apparently nobody called me , he said they would said a request to have somebody contact me, I asked to speak to a supervisor , Sorry none are available I will put in a request for somebody to get to you at their earliest convenience. I said maybe I should just cancel my subscription since I am paying for something which doesn'tt work and you guys don't seem to care. He said you can go ahead and do that . I asked again when this would be resolved all over their website and when you call they say within 72 hours. This has been over a week and they don't seem to care they just charge the monthly fee and that is it, No customer service no care nothing.Desired Settlement: I want an apology for the total disregard and lack of customer service, and credit for the time the unit is not operational.

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.

Review: I purchased a total of 2 trackers from this company and they are less than 5 months old. The first one was purchased with a years prepaid service. This tracker did not stay on my cats collar properly and kept falling off. This resulted in my dog chewing it up making it useless as it wouldn't snap on the collar. I emailed the company and asked if they would be willing to sell me a replacement at a reduced price since I purchased them such a short time ago. I was told they did not do this. So I found another used tracker online and purchased it. I called the company to have the prepaid service transferred to this new unit and was told they don't do that but if I wanted to purchase a new one then they could transfer it. No where on there website does it list this policy and I was not told it at the time of purchase. I asked that the remainder of my service then be prorated and the money refunded. They refused to do this as well. If I am unable to use the service then the company should be willing to refund my money. If they are able to transfer the service to a new unit then they can transfer it to a used one, they just want to force me to purchase a new unit at full price. I should not be expected to pay for services I can not use. At the least the money paid for the rest of the years service should be refunded.Desired Settlement: Refund the prorated amount for the remainder of the year or apply it to the new tracker

Business

Response:

Dear [redacted],

Thank

you for taking the time to communicate to us why our customer service did not

meet your expectations in transferring you subscription.

We

have contacted this customer and resolved

his issue to his satisfaction.

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.

Thank

you,

[redacted]

Operations

Manager, Snaptracs

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.

Regards,

Business addressed the complaint to my satisfaction.

Review: I purchase the Tagg pet tracker with 12 months of prepaid service. Upon receiving the unit I cannot activate this without a credit card. I do not think this product will last a year and do not want to renew my subscription when the prepaid subscription runs out. When purchasing the Tagg it did not say I had to have a credit card on file in order to activate. I do not want this company to have my personal information.Desired Settlement: I want the pet tracker activated for the 12 months I have already paid for and I do not want to have to provide my credit card information.

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 resolved his issue to his satisfaction. 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 purchased the tagg pet tracker on 12/10/2012 for $99.95 directly from this company. We immediately started having problems with the device and contacted customer service to remedy the issues. We probably spent ~12 hours on the phone with them over the past 8 months, have returned/replace 2 units during that time period, and the problems with the product and service have not been resolved. The product is a pet tracker for our dog, and it simply does not work. It provides faulty information, the battery dies within minutes, and the website does not work. Tagg informed us that if we were unable to fix the problem that they would allow us to return the product and refund us for our service charges ($7.95 per month). After 8 months of trying to fix it, and 3 returns/exchanges, we have given up and tried to return the item. They then refused the return and refused to refund us any charges whatsoever. They told us they would refund us, and then changed their minds. This is a lie and unethical.Desired Settlement: We want a refund for the product price ($99.95) and service charges (6x$7.95 = 47.70) for a total of $147.65 as promised. We did receive a one-time credit of $7.95 several months ago but that is not sufficient and does not compensate us as promised, and is not included in our request. We are happy to ship the item back immediately one refunded.

Business

Response:

Dear [redacted],