Our invisible fence works well, and the trainer for our dogs was great, but the customer service at this Invisible Fence dealership in Springfield, IL is not good at all.
We have numerous people who praise us regularly for our customer service, you have not taken a survey you only have an opinion.
"The first thing I must say is I am extremely offended at how you chose to handle your problem, that you created to blame our dealership publicly. Posting complaints such as yours on the Internet cannot be taken lightly, this is my business and your accusations are completely irresponsible!...
This business that has employees, I can not personally deal with every single thing that happens. Every business has from time to time issues which can't be resolved without someone being disappointed.
The other day, one of our dogs went out with her collar and came back without it. We spent hours searching the entire yard to no avail. Would Invisible Fence work with me to get a new receiver collar? Absolutely not. The "customer-facing" rep at Invisible Fence, Melissa, has been condescending, terse, and unreasonable every time I have talked with her.
We suggest to anyone who loves their "addition" to the family that they should use The Invisible Fence Co!
Just a few months ago, we paid nearly $2,200 for a system that included two receiver collars for our dogs. The system was temporarily installed above ground because it was frozen at the time; however, it took nearly two months after it thawed for them to do a permanent installation, and that was only scheduled after I called to ask/remind them about it. In the interim, there was no contact from them telling us where we were on the waiting list.
I personally still cannot understand why you felt it necessary to completely slander my business with accusations that are completely irresponsible and do it in a manner that cannot be pulled back!...
So now we have to pay $352 for a new receiver collar. (Melissa told me that this is not full price, but on the pricing sheet they gave to us, it's listed as $345. The $352 is evidently a "reduced" price of $325 plus sales tax. My bad; evidently, we got a bargain.) In addition, she told us we would have to wait TWO WEEKS for the receiver! WTF? This place deals in receivers for invisible fences. They don't have any in stock? This is entirely unacceptable. We had a lifetime warranty on the receiver collar, but of course that doesn't cover loss. Update: The owner called to let me know the receiver was in just two days after I had ordered it. Evidently, Melissa gave me bad information on that.
Amendment: I'm posting here the owner's (David Dodd's) partial response to this review below. Don't dare provide a bad review of this business, or there will be retaliation! How is that for customer service?
We had our Invisible Fence installed last spring (2016) and have been very pleased. The customer service has been wonderful and I'm surprised to read the other review claiming otherwise. Their administrative staff is very prompt to return my calls and always calls to remind me of upcoming appointments. I've coordinated with the staff multiple times to acquire new collars and prongs for our collars too. They are always accommodating and have a convenient drop off/pick up box at their office for after-hour use. The owner, David Dodd, has been wonderful. He's prompt for our appointments, very professional and good with our dogs. We had him install a GPS fence for our 6 acres and he has been very attentive to our training and fence modification needs/requests. We added a second collar this fall for our newest rescue dog and experienced the same great service as we did with the initial set-up 6 months prior. When our newest dog ran through the fence after a deer one evening (She was still in-training and we didn't have her on a lease so it was our fault.), Dave and his staff couldn't have been more helpful. He shared with me some recovery tips, texted me several times throughout the 24-hour period of her being gone to touch base and came out to our place within a day of her return to analyze the data stored in her collar and make any necessary tweaks to our system. I would definitely recommend David and his team. The GPS Invisible Fence has been a game changer for us and our two, very active rescue Pointers. Thanks Invisible Fence! Keep up the good work!
Our Trainer, Asia is the BEST!!! Just when I thought Zella would never adjust to the boundaries, Asia proved me so wrong! (and with simple suggestions to remedy her issues)
Is extremely easy for people to unfairly get on the Internet and start making complaints and accusations without any consideration of fairness....
After I responded to these comments, he wrote back saying he had done his own research on me, reiterated that I had attacked his livelihood, said he had a right to confront me, and said he would personally deliver the new receiver himself. I didn't know whether to take that as a threat or an attempt at improved customer service.
The Invisible Fence has been a great investment for us! We feel comfortable knowing our 2 yr old Beagle is safe, but still has plenty of room to run & just be a Beagle.
My review of 3 stars reflects an average of the quality of the product and the trainer (great!) and the customer service provided by this distributor (not so great). The only person at this dealership with any people skills was our trainer, Gail. She's the reason I increased from 1 to 3 stars.
Please be aware that this company will not let you speak with the owner. Only the office manager, gave her my personal information, phone, name address and name of dog. She still refused to let me speak with the owner. Said he is on the road all the time and does not have time to return calls. Mr. David Dodd is the owner in the Springfield area. When I refused to give her any more information she hung up on me, and then blocked my calls when I tried to speak with her again.What is this a scam? Does he really own the company? Please call your Better Business before doing business with them. Her name is Julia, would not speak with her again. Maybe , Julia is Mr. D. Dodd? Who knows? Just check first. Still waiting for my return call.......
The product and training work. It is a great solution. The field and office staff answer their phones, return my messages, complete repair and training work as scheduled, and are good with the dog. They are courteous and professional. I recommend this company to others.
Honestly what do you think my opinion of you should be?"
When they sell you an Invisible Fence, they tell you they have a 98% customer satisfaction rating. Apparently, this reflects the percentage of refunds they give. Correct me if I'm wrong, but this is not a satisfaction rating. Rather, it reflects the difficulty you will encounter in getting a refund, if other reviews of this dealership are correct. When I asked Melissa where I could provide my satisfaction rating, she barked at me, "That's on the website." But it's not, and Melissa is evidently not at all concerned about customer satisfaction.
Invisible Fence Of Springfield is a US Veterinary Care based in Springfield, Illinois. Invisible Fence Of Springfield is located at 426 S Grand Ave W, Springfield, IL 62704, USA.
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