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High Tech Pet Store

2476 Palma Drive Ste A, Ventura, CA

High Tech Pet • High Tech Settles Deceptive Practices Charges • Consumer Complaints • Purported Compliments • High Tech Responds • High Tech Demands Complaints Be Removed

Joe of Franklin, MA February 26, 2010

We purchased a PX-1 Medium Power Pet Door in November, 2009 and have had nothing but problems with the collar. The first collar quit working by the end of December. After repeated e-mails, attemtpetd telephone calls to customer service (who for some odd reason never answered the telephone) and finally after taking my complaint to Sams' Club, did I get a response. A new collar was sent. Well, by Feb. 17th the replacement collar no longer worked. Since then I have sent repeated e-mails about the issue and finally reached a customer support person on Feb. 25th who was rude and uncooperative at best.

She wasn't interested in knowing my support ticket number or the issues around the problem. She just read me the product script about how to fix the problem. I had already done all of her suggestions...remember...this is my second time around with a collar that had identical problems to the first collar. I told her that I would glady send back the two nonfunctioning collars and would like a new collar sent. She told me that a new one couldn't be sent until they received the nonfunctioning collars. I told her that my dog could not go in or out without a collar and would she please send a replacement. She told me no...but I could purchase a new one and they would get it out the door today. NOW THAT'S CUSTOMER SERVICE. If you can find another manufacturer of automatic pet doors I strongly suggest you buy from them. The product quality is poor and High Tech Pet's customer service is horrible.

Mark of San Pedro, CA January 24, 2010

My Power Pet Door broke (again). I tried to contact the company, via the website support form and I received and email stating that my submission (via their own website) was filtered as spam and asked me to resubmit. I repeated this procedure several more times until I received a response from a tech support person. I replied to this response and the fiasco began again.

I then called tech support and received a message the support center was closed, even though the message stated the hours and I called within those hours. I then decided to email Nick B., the president, who professes his admiration for his customers and profusely promises to investigate all issues and respond promptly. Well, I never received a response from dear Saint Nick (it has been four months).

I then received another email from a tech support person, who clearly did not know what she was doing. Then, after three weeks of trying, I was able to contact them via phone. Even though I did not express my frustration with the company, the tech support person was about as unfriendly as you can be given Nick's professed gushing love for his customers.

The tech support persons goal, it seemed, was to get me off the phone as soon as possible. Although I doubted her diagnosis, I ordered the recommended replacement part for the door, installed it, and it didn't work. I then ordered the part I originally wanted, installed it and the door worked for about two months, then broke for the third time.

It took me too many hours, over too many weeks and months to try to resolve these issues and fail. I feel they do not have any respect for their customers and I will not purchase from Hi Tech Pet Products again.

rebecca of ft mitchell, KY January 20, 2010

We've had nothing but problems with this company since 2007. We purchased a containment kit with wiring, collars & transmitter. All was fine for a few weeks & then the collars wouldn't work. We would call the company & they would send replacement collars. Then we started having problems with the transmitter. We had to purchase another one. Shortly after that the replacement transmitter didn't work either. Now,we're having problems getting r efunds for the years supply of batteries and replacement collars we've purchased. Their customer service representative is rude & hangs up the phone. She talks over us as you're tell her the problems your're having. Many times they don't answer their phones & you're stuck in the queue until in frustration you just hang up. No one will return our calls. We have spent many hundreds of dollars on their products & we are just not satisfied. Today was the straw which broke the camels back, when I asked to whom I was speaking,the operator hung up on me. We are very frustrated & don't know what to do with this company. We certainly would not recommend them.

Rance of lancaster, SC November 18, 2009

I received a money order from company for refund of items I returned. The amount of the money order (690.82) is 220.00 short of the amount (910.09) of my order invoices/calculations which I reported. I don't understand. Must I repeat all the previous correspondence of the stated facts? Do [they] think that I stole the items [they]'re not refunding for me? [They]'ve given me the run-around, lied, and cheated me. [Their] Humane Contain product is worthless garbage. [They]'ve misrepresented [their] product and [their] warranty is worthless.

The old saying "You can't fight city hall" is true. Is the consumer lost and justice nonexistent? I have included all previous correspondence as a reminder, or info for anyone interested. Also, attached are copies of the money order and my list sheet with [High Tech Pet owner's] hand written dollar figures with no explanation from [him].

Jack of Troy, IL October 12, 2009

Already filed a complaint. This will follow-up. High Tech Pet sent what they thought would be an acceptable "replacement" for the broken unit. It arrived today. The A/C adaptor has it's guts spilling out - truly a fire hazard. The door unit is used, dirty and scratched - cosmetically worse looking than the broken unit I received originally.

Because the original door failed, our dogs could no longer go outside as needed. Several accidents have occurred as a result because they were trained to use the dog door. Removing it permanently will cost thousands of dollars as the interior wall and exterior wall of the house need to be repaired to cover up the hole we cut in the side of our house to install this unit.

The cost of labor and materials (siding to match) is three times more than we paid for the unit. Will happily join law suit if others are feeling as cheated as we do right now.

Mleanie of Boise , ID October 7, 2009

On October 6, I recieved my electronic pet door, however the AC power adaptor did not work. I called in the customer support number and I was told that I would recieve another adaptor via priority mail. I spoke with the cusotmer representative and kindly asked if this could be rushed and sent via FEDEX. This equipment arrived with a manufacturers defect which is the company's responsibilty to replace in a timely manner not the customers. The representative stated that the replacement adaptor could only be shipped via priority mail. I explained that I recieved my package FEDEX mail and I don't understand why the replacement can't be shipped via FEDEX also. The representative hung up the phone on me and when I called the customer service number again I later found out that she is a manager. I asked to speak with her boss and when I was transferred, his mail box was full. I spent a lot of money on this product (556.00)and professional customer service is expected let alone just trying to speak to someone in charge who is professional. Sad to say that Hihg Tech Pets did not provide this and could not even spend the 25.00 it costs to overnight an adaptor which arrived defected. This may not affect their business but we definitly won't be recommending them to our friends and family with their poor existing customer service.

Sarah of Troy, IL October 4, 2009

We purchased the Power Pet PX-2 Large automatic pet door with accessories totaling over 550. It lasted only three months. Can not get anyone from High Tech to answer their phone nor respond to on-line customer service tickets within the 24-hour promised time frame.

We installed this in the side of our home as instructed. To remove it will cost us the fees of a contractor to remove it, repair the hole, install insulation and replace siding. Too costly of a mistake to allow anyone else to go through. Don't purchase from High Tech. Am willing to join a Class Action Law Suit.

Tamara of Santa Fe, NM September 18, 2009

I have had nothing but trouble with the HC-8000 dog fence since I installed it about 2 or 2 1/2 years ago. It worked well for a few months, and then I've had to replace collars, the transmitter in April 2009, and am getting A/C alarms and random collar beeps when the dogs are not even near the boundary.

I cannot get anyone from the technical department to call me back about the A/C alarm, and the manual does not explain. The only thing that the customer service reps know to do is to send me a broken loop location procedure, which I know by heart already, and I do not have the time or energy to check or replace 1100 feet of the flimsy boundary wire if the problem is in the transmitter. Their product is unreliable and their customer service is nonexistant. Estimate: 700 spent on a system that does not work.

Noura of Ann Arbor, MI August 21, 2009

I bought two of their progressive shock anti-bark collars. I tested them on my dogs with the "doorbell" test, and they seemed to work fine. I left them on for about an hour before I left the house for a couple of hours. When I returned, I found that the one collar had been continually shocking my dog non-stop to the point of severe trauma, as she had defected all over the house and all over herself...I removed the collar immediately when I got home, as soon as I pulled in the garage, I saw it continuously shocked her, even though she wasn't making a sound. After I removed the collar , she trembled for a long, long time and hung her head whenever I walked by, for hours.

Phone calls to the company president has resulted in nothing, no action on their behalf. When I took that collar off of her, the contact points were really HOT, indicating it just kept going off. How would he like it if I strapped it to him and shocked him to the point where he lost his bowels?

Charles of Houston, TX July 1, 2009

I ordered a motorized dog door that fits into a sliding glass door panel and paid 633 for it! When it arived, one of the adjustment knobs was broken off and the box was not damaged. After waiting 2 weeks for it to arive, they now want me to send it back to them, have them fix it and return it. This will take approximately 3 weeks!!! I told them that I had to have this door, and Liz was very abrupt and said there was nothing she was willing to do about it. I told her that she could pay to overnight me a replacement and then I would send back the broken one. She got very snippy with me and told me to send an email to her company to see if the Returns department would be willing to do anything. WHAT HAS HAPPEN TO QUALITY AND TO CUSTOMER SERVICE?

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