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John of Bonita CA (07/11/08)
Purchased the medium Power Pet Automatic Pet Door from Sam's club online. I have tried to reach customer service via e-mail and phone with much difficulty. My door started going up and down constantly with no blockage, no over tightened screws, and no locking pin problems. Their web site diagnoses the problem as a possible circuit board defect. I was finally able to get a hold of the receptionist who told me is sounded like the locking pin but she transferred me to the tech person who handles these: Liz.
Liz was away from the phone (always is). I left my name and number plus my order number but no response after one week. I have to prop the door open so that my dogs have access (so do the other critters. Today I finally received a response to a second email. Yvette responds that I need to contact their sams club rep to discuss my options because she is not able to look up my account. She tells me to contact Liz and gives me her phone number. Not sure why she couldn't hand this over to Liz being the supposedly work at the same office. I called back today and spoke with a lady. She told me that it was probably the mounting screws were too tight. I replied that the unit has worked fine for 3.5 months and I don't see how they would self tighten. She asked for my order number which I provided. She looked it up and asked if I was John. She obviously had access. She insisted that I remove loosen the screws and then hand tighten them. I asked who I should contact after this does not work and she replied call any extension.
Now, firmly discusted, I asked her name. She replied Yvette! I asked why she didn't say that she was the person who e-mailed me and she replied that she gets thousands of e-mails. I asked why she wrote that she didn't have access to the Sam's Club order number when she was just able to look it up. She said that she was maybe responding from home. I asked to speak to her supervisor and was transferred back to Liz's voicemail. I called the company and tried to leave a message for Nick Bonge, but his mailbox is at capacity.
I think that this company is acting in bad faith, with many complaints on your web site. I have also made a complaint with the California Attorney Generals office and am willing to be part of a class action law suit on behalf of all the other consumers. It appears that the action by the Ventura County District Attorney has not had an effect on the business practices of Nick Bonge and the employees over at High Tech Pet.
Hole in the side of my house from the installation of a unit that became defective within 4 months of purchase and install.
Scott of Manchester NH (07/10/08)
I purchased a humane containe pet fence system 18 months ago and have had nothing but problems with the collars. When the collar works the system is great, however, the collar is activated by walking past the television or walking on the second floor of the house. I have received replacement collars which were also defective. The company acknowledged that this was defective product and sent me the upgrade but only with a battery collar which died in one day.
I purchased a rechargeable collar and paid extra for it so that I would not have to buy batteries. Customer Service now wants me to pay an additional $80.00 for a new collar and is unwilling to correct the problem of a defective system. Customer Service is the worst I have encountered to include the president Nick Bonge. None of them have the common courtesy or decency to even return a telephone call.
The company wants me to purchase and additional rechargeable collar above and beyond the defective one that I already have.
Rick of Richardson TX (06/29/08)
I bought my first Hight tech pet door and installed it about 3 years ago. After it provided satisfactory results I bought a second to install in the master bed room. Prior to the second door arriving the first door stopped working leaving one of my dogs outside most of the day (no food, no water, and a pool- thankfully nothing bad happened). The second door arrived and DID NOT WORK. High Tech has NOT responded to any emails, and there's no address to write to. They have well over $800 of my money and I have NOTHING that works.
April of Dallas NC (06/15/08)
After 3 months of ordering a humane contain dog fence I came home from work and my dogs were running loose. I ordered new batterries for the collars and checked everything I know to check. It is not working. I tried to go online to the company's website to order a troubleshooting guide, to no avail. They make it impossible to find out what the problem may be. We paid $200.00 for this fence and had to wait 1 month to receive this product by mail.
My dogs are now on running cables with short room to run until I can afford another fence. I saved my money for a long time for that fence so my dogs would have room to run. High tech pets doesnt seem to care their product sucks. I'll never buy anything else from them and advise anyone else to buy with caution.
Art of Tucson AZ (06/12/08)
Customer service is not in their manual, and now we are out hundreds of dollars and have a hole in our wall. My wife ordered the PX-1 power pet door just over a year ago. We were very happy with it until we noticed that our dog was starting to do her business inside again, right around the door. We clued in that the door had started working only intermittently and was totally confusing our dog. Their website has a troubleshooting guide that told me my next step was to order a new circuit board and sensor cable, both of which the site indicated would be easy to install. I wrote a request for help to the company through their website and received no reply. I tried calling and was put on hold. Well, their hold is dead silence.
Thinking I'd been cut off, I called again and waited it out until a rep finally came on 8 minutes later. She recommended that I NOT order those pieces because I might not install them correctly and they have a no return policy on them; instead I should send the door to them for a $125 repair which would then buy us another year's warranty. She told me it would probably take a couple of weeks, but she couldn't be sure. So, in essence, I should leave a giant hole in my wall for an unspecified amount of time to send it back to them. I then wrote two letters of complaint to make sure one got to them.
After receiving no response to either complaint, I wrote Mr. Bonge a detailed email as diredcted. I have not heard from him either. Reading the other complaints about this company, and the fact that there is a lawsuit against them, full confirm to me that this is definitely a group that sells defective products with no customer support to help when those defects come to light. I will be buying our next door through a local trainer so I won't have to put up with such nonsense.
The door from High Tec Pet cost $299, and was installed into our wall. I now have to have this one professionally removed, a new door installed, and new drywall set in around the new door. I'm guessing that the switching out of the doors will run upwards of $500, not including the cost of a new door and the $299 from the old one.
David of Vienna VA (06/06/08)
I have to give High Tech Pet Store props where props are due... their products sure are ingenious and one of a kind. Unfortunately that's about all I can say positively about them. Their quality control appears to be nonexistent. I purchased one of their doors in late 2007 after paying for 2nd day shipping to discover that they didn't actually ship the item for almost 2 weeks. But that was the least of my concerns. About 2 months in, my cats found themselves locked out of the house. Apparently the sensor (aka an ultrasonic microphone) broke, probably due to rain. After finally reaching a human being at High Tech, they sent me a replacement sensor, which I had to SOLDER IN. Fortunately I'm fairly technical, and soldering electronics is pretty easy.
About a month later, the replacement sensor broke. I once again received replacement sensors from High Tech and soldered one in. It was faulty. I replaced it with another one which worked. So at this point I'm 3 months into using the device and on my 4th sensor. But just the other day, I noticed that the flap wouldn't stay down. It would raise, then lower, then immediately raise again, then lower, etc etc. High Tech's recommendation was to loosen the screws. Nevermind that the door had been working just fine (apart from the frequent sensor replacement). They even sent me a handy dandy troubleshooting guide the contents of which simply proved that they weren't listening to me about the problems I was having.
Their only other remedy is for me to remove the door and ship it back to them cross-country. They would look at it and repair it, which should take about a week and a half, and then they'd ship it back to me. All in all, we're talking about a month round trip. So now I'm on one final project with this product. Tonight I am removing the High Tech Pet Door from my door and placing it where it truly belongs IN THE TRASH! I am purchasing a new door for my house, since the current one has a hole that's too big for any other pet door, and will be chalking up the cost to experience.
Ada of Hayward CA (05/28/08)
My mother and I purchased the medium power pet automatic patio door for our two cats. The day we recieved it from UPS, we tried to install it in our patio door. When trying to plug in the device, the door had no power. We tried to call and request a refund, but there was only an automated voice recording. Tried to contact them through email, no response.
Wasted $638.76.
Ruth of Haslet TX (05/20/08)
It's me again. Last time I wrote, was in November regarding the doggy door.....collars not working...February, collars stopped working again....April, collars stopped working again. They've had the collars since 5/12 (I insisted they send me a fed ex form and THEY PAY to send them back) and as of today, they still haven't sent my 2 new collars. PETA NEEDS TO BE CONTACTED! THIS IS ANIMAL CRUILTY...THEY GET USED TO BEING ABLE TO COME IN AND OUT OF THE HOUSE AND THEN BOOM....DOESN'T WORK...NOT TO MENTION HOW THE POOR DOGS HAVE TO STAY EITHER IN OR OUT OF THE HOUSE DURING INCLEMENT WEATHER! THIS IS TRULY B.S. AND WHAT GOOD IS THIS SITE IF NOTHING'S GOING TO BE DONE!
Callie of Mobile AL (05/16/08)
I bought the Humane Containment HC-8000 Ultra Electronic Dog Fence and all accessories including 2 collars and 12 batteries, extra 500 ft wire. It quit working and I called the office. Because it is still in warranty, they said send it back and they would replace it at no charge.
They signed for it on April 23, 2008. Since that date they have been out of touch. No phone, no email, nothing! I did research and found Nick's phone extension and called that. He laughed and said he had my money! I want my $333.94 back since they are not going to send my replacement unit back to me.
My 2 Golden Retriever Dogs are now running loose because the fence is not here. I need my money to buy a replacement fence to protect my dogs!
Susan of Orange CA (05/14/08)
Purchased a Sonic Bark Control Collar from them 3/7/08. Did not work, requested a upgrade (willing to pay). Sent them at least 6 emails requesting info so that I could get this taken care of. One email did state to return for replacement and when I responded requesting info for an upgrade (as stated on their site, upgrades are done), never responded again. When I put in more tech tickets to get information never received a response (other than the auto response that states someone will contact you in 1 - 2 days).
I have a barking dog and a collar I paid $49.52 (includes shipping) that is not good for anything
Rafael of Highland NY (05/12/08)
I have problem with the collar draining the battery every 2 weeks. I called them about the issue and they sent me another one. The same problem with the second collar and they sent me another one and of course the 3rd collar has the same problem as the previous collars. Now, winter is here and it seem the cheap wire i got from them has broke and can't dig it out or find where the breakage is cause the ground is frozen. Had to wait until spring to find the broken wire. Spring is here fixed the wire and back to the same issue with the battery drainage. They said when i called the technician will call me and it's been three weeks and still nothing. Just to remind you is coming to the point of my warranty to expire and I will probably be stuck with a collar that doesn't work correctly. I sent Nick Bonge two complaints and all i get is the front desk people telling me to return the collar for another one. How many collars do i have to go thru here. I wish some one will go after this company legally for false advertisement,performance, willing to resolve issues and make an sample out of them.
PS: I bought this unit June o7, is now coming to June 08 (waranty ready to expire)
I have spent so much money on batteries just to keep my dog in my yard. It starting to creep up to the point where is going to cost what I paid for the HC-7000 unit $280.00
Suzanne of Oakmont PA (05/03/08)
I purchased a pet containment system thru web site. Did not receive product, although the company received funds thru paypal. Decided to contact company to ask where's my product? Called numerous times-automated system only-unable to leave message. So then I emailed-just got automated email. Ugh. Finally, after threatening legal action, got an email stating funds would be refunded, and sorry, but the item was back-ordered.
Thankfully, none lost, just time and aggravation, but this company, I have discovered has a REAL checkered past with multiple consumer complaints. Can't imagine that any merchant would carry it's products, especially Sam's Club.
Patricia of Sissonville WV (04/25/08)
I purchased a 8000 containment fence and the three collars as well as extra batteries, and a special engineered wire from High Tech Pet Products, Inc. One collar broke overnight as my pet was sleeping, the face plate broke and a disk with two wires fell out. The other collars do not function properly. The wire is of poor quality, brittle and breaks. I have tried on numerous occasions to contact this company; however, they respond with form emails (see below) and I have received no contact from their office tech support staff.
Quoted below is their unparalleled refund policy: AN UNPARRALLELED REFUND POLICY: If any product fails to perform to your satisfaction, simply return it within 90 days for a full refund including the original shipping charges. Most online retailers offer you a refund period of 30 days (as required by law). Some of the better ones extend the refund period to 60 days. Thats pretty good. However, we offer you a full 90 days to decide if the High Tech Pet Product you purchased is what you really want and need. If you decide to return it, we will refund the FULL purchase price. We will even refund your original shipping charges. How can we beat that? On request, we will pick up your product for free! At the end of the day you will have paid absolutely nothing. How many other companies offer this kind of guarantee? We dont know of any.
I would like to formally register a complaint about this company and am advising you that the products and customer service is the poorest I have ever encountered. I am hopeful that the Attorney General of the great State of California will take action to protect the many who have registered complaints at Consumer Affairs (see below) I expect a full refund to my credit card.
I have directly e-mailed Nick Bonge 3/16/08 with brief of situation and request to work out. I have gotten no response. Then I email again through his web site directed to him personally with suggested acceptable work out to situation on 3/19/08. I received on 3/20/08 an automated canned letter that he would personally look into my issue, do his best to resolve to my absolute satisfaction and I have his promise to make this issue right AND turn me into a RAVING FAN of his company! As of 11:30 PM 3/23/08, not another peep. I have had a 200+ pound Dog Destroying my gardens and sprinklers as well as dragging my wife around while trying to chain him. Resulting in 1 broken finger and a badly bruised foot. It is going into the SIXTH week of getting nowhere while Mr. BONGE has my entire system back in his shop and my money. All I have gotten has been the run-around, Cut off calls and hung up on by a rude and combative person with incomplete info who refused me her name and hung up on me as I insisted on speaking to management. PLEASE HELP, have read other complaints and it seems obvious Mr. Bonge doesn't Care.
It is my hope that the pet lemon law applies and I will gain assistance from your office, since I have no response to my attempts to contact this company for a refund.
E of Mtn House CA (04/23/08)
My dog's shock collar was no longer working. I e-mailed the company and they said to send it back to them for repair or replacement.
I received a new one back in less than a week! Great service! I am very pleased. Thank you High Tech Pets, will recommend to others and buy their other products!
Janet of Pineville, NC (03/26/08)
After being told the pet door was in stock on 1/28/08, it finally shipped on 2/26/08. It was installed on 3/17/08, and worked properly that evening. However, the next evening, it did not. I tried calling on several occasions, and I finally spoke with a supervisor who said company policy was to have me ship the product back for repairs, while I wait with a gaping hole in my back door!
Evette gave me the phone extention for Liz x100. I tried to call Liz, and left a voice message.
I spent $46.91 for the Power Pet Model PX-2 with battery and charger kit; $466.91 for a new back door with a flush mount to accommodate pet door; $187 to install the flush mount door and pet door; and now I have a massive hole (16 x 18) in my back door.
Kenneth of Dade City FL (03/23/08)
I have directly e-mailed Nick Bonge 3/16/08 with brief of situation and request to work out. I have gotten no response. Then I email again through his web site directed to him personally with suggested acceptable work out to situation on 3/19/08. I received on 3/20/08 an automated canned letter that he would personally look into my issue, do his best to resolve to my absolute satisfaction and I have his promise to make this issue right AND turn me into a RAVING FAN of his company! As of 11:30 PM 3/23/08, not another peep. I have had a 200+ pound Dog Destroying my gardens and sprinklers as well as dragging my wife around while trying to chain him. Resulting in 1 broken finger and a badly bruised foot. It is going into the SIXTH week of getting nowhere while Mr. BONGE has my entire system back in his shop and my money. All I have gotten has been the run-around, Cut off calls and hung up on by a rude and combative person with incomplete info who refused me her name and hung up on me as I insisted on speaking to management. PLEASE HELP, have read other complaints and it seems obvious Mr. Bonge doesn't Care.
Besides the original charges I noted, I'm out The original system and the new collar, all of which was returned at a Hi Tech assistant's suggestion,Total Value $300.00 M/L and a doctor bill for X-rays and setting my wife's finger.
Leo of Erie CO (03/17/08)
I ordered one of their electronic pet doors in June of 2007. It worked with no issues for maybe three months. I contacted customer service (too many times to count). They sent over new collars and sensors. Nothing seemed to work. I sent the door in for repair. When I got it back (about 6 weeks later), it still did not work. I called customer service again and said that the door I have is a lemon and that I wanted a brand new door. She said to send it in with a note stating that a brand new door is to be sent.
Well, I did not get a brand new door. They sent me back the same broken door that I sent them. I called customer service on March 17 and told her that they sent me back the same broken door, still not working. I asked her why they did this. She would not give me a reason, and she hung up on me. Great customer service.
As a result, I am currently out about $500.00 that I paid for the door. Plus, there is a hole in my garage that I need to repair, where the pet door was installed.
William of Indianapolis IN (03/03/08)
I purchased the power pet door along with three collars and some misc items in December 2006. They indicated the product was in stock and shipment would be within days. After a couple of weeks of no indication of shipment, I called and after getting through their phone system, I was told they were out of stock due to the high demand of the product. Once I received everything, I decided to test the door prior to installation, and I am glad I did because the door was dead on arrival. Again, I called, and they didn't even want to trouble shoot the problem. They sent me a new door, and I sent the defective one back. The new door worked fine and has until a month ago. The microphones failed. After I finally got a hold of someone there, they sent me two new ones. Replacing them was not difficult, and the door worked again. Less than a month later, one of the microphones is not working, and I am back at the same point as before.
The dog collars have been a major catastrophe since day one. I have lost count of the quantity they have replaced. Some work for a few days, others never worked out of the box. In May of 2007 I finally got a hold of Nick Bonge, the president of the company. He listened to my issues and promised to do whatever it took to resolve the issues. (He even says this on his voice mail greeting.) At the time, he followed through with his word. He even offered to take the door and collars back and refund my money. At the time, I told him that I wanted the product to work and was willing to ride the storm out since he told me of the quality improvements they were making. However, in the recent attempts to get a hold of him to discuss these new issues, I have emailed him and left voice mail numerous times, without one response. He personally told me that in June 2007 their website and phone system would be a brand new design to better serve customers, and everyone (including him) would be available to the customer. That has not been my experience; I see just the opposite.
Today, my power pet door is dead again, and my dogs are stuck in the house when I am not home. I am at my wit's end with this product, company and people.
The up front economic cost is over $500.00 spent for the door, collars, and a few misc items. With all the mailing of collars back and forth, time spent troubleshooting, repairing, etc., I would estimate it to be around another $300.00. My biggest issue is the lack of confidence I have in this product. When I come home from work every night, and my dogs are outside, especially when the weather is bad, I know the power pet door or collars have failed.
Nancy of Montgomery, MN (01/19/08)
After an incredibly frustrating time with the StayWell Infra-Red Pet Door, I decided to try the twice as expensive PowerPet door from HighTech. I bought the larger size for my two Labs, along with an extra collar. The total came to $418. I have two dog doors: one from house to garage and a second from garage to kennel. The inner door is a simple, push-through, double-flap system and the outer door was the StayWell door (for the added security). I replaced the StayWell door with the PowerPet door (after cutting the hole bigger) and it worked very unreliably.
The range had to be set at maximum for the door to respond, and it wouldn't always let the dogs back in, once they'd gotten outside. We live in MN and there is snow on the ground during the winter and it's also very cold (13 below this morning), so I wanted to be sure my dogs could get in to shelter.
I called the company several times and couldn't get past "hold for the next available agent" and three emails never got a response. I finally had to switch the entire outer door with the inner one. Being in a warmer setting seems to have helped the PowerPet door work more reliably, though the range is still set nearly at max and the door opens often when the dogs are simply nearby but not heading for the door (contrary to the advertising).
On a scale of 1-10, with 10 being the best, I'd rate my overall satisfaction with the door and the company at no better than a 5. After reading all the complaints about this door and company on this website, I'm waiting with trepidation for a few more months to pass and wondering when the door will stop functioning. So far, though, it's WAY better than the StayWell door ever was!
Dennis of Somerville TN (01/09/08)
In late 2006, I bought a pet containment system from High tech pet. In about June 2007, I spent almost two days trying to diagnose a break in the wire which is what the transmitter was telling me. I finally discovered the transmitter was defective. In July 2007, I did contact the company. I had to return the defective transmitter, and they did send a replacement. In about November 2007, I had to hunt down my pet several times while the system was supposed to be operating properly. After wasting more time, I discovered that the receiver/collar was only working at about 3-4 inches from the collar, and then only at a certain angle. I have e-mailed the company several times and have gotten no reply.
NO LOSS. I JUST WANT MY MONEY BACK SO I CAN PROTECT MY PET WITH A SYSTEM THAT WORKS.
Dennis of Boonsboro MD (01/03/08)
I purchased an invisible dog fence in April, installed it in June, and the wall unit stopped communicating with the collar after 2 weeks of use. The company responded to my complaint with a replacement collar at no cost. It still didn't work, so the company responded to my next complaint with new wall unit at n/c. New wall unit stopped working within 1 week. I requested a refund. I mailed the product back to the company as part of refund agreement and received an email in October telling me that refund would be processed. I did not receive the refund. I contacted the company 45 days after receiving the Oct email, was told that they would now process my refund (I guess I needed to 'remind' them). I have been in constant email contact since being told to expect refund, and still have not received it - they keep telling me it will be processed. I was happy with their replacement of parts. I was disappointed with the poor quality product. I'M SERIOUSLY UPSET WITH THEIR STALL TACTICS REGARDING REFUND. By the way, two other families in my neighborhood also purchased this product at the same time and all of our systems failed in the same manner. .
This adventure has cost over $100 with nothing to show for it. They got their poor quality product back, I haven't gotten my money back.
David of West Chester PA (11/28/07)
I sent on August 27th a defective dog collar back according to their instructions. Despite many emails and phone calls I have yet to receive a workable dog collar. The collar is always on order and the one time they did send one out it was also defective. It is now Nov 28th and I am still waiting and have sent out more emails.
The dog was trained to respect the property line. Over the last three months he has forgotten and i have to walk the dog constantly.
Kevin of Lee's Summit MO (11/24/07)
I bought a Humane Contain HC-7000 (High Tech Pet Products) from Sam's Club in March of last year. I was not able to install it until late April as the ground was still frozen. After about two weeks the collars quit working, so I replaced the batteries; but the collars drained the batteries in less than 24 hours. I sent them back and got replacements. About two weeks after getting the replacements they began draining the batteries, too. Once again I sent them back and got replacements. Within 30 days they also went bad. This time however, I have not gotten any replacement collars. I finally asked for a refund and was told the refund department only works Fri., Sat., & Sun. When I call on those days no one answers. I have sent 5-6 e-mails and have left 5-6 messages, but no one responds.
I have had to pay to return the collars three times at a cost of approximately $24.00 total. I have had to retrieve my dogs from the pound twice when the collars failed, at a cost of $190.00.
Barry of San Leandro CA (11/21/07)
I wish I would have seen this site before I purchased my dog door. The High Tech site sure does look consumer friendly and it looks like a company you would really want to do business with. Buyer beware. I sent them two consumer complaint emails through their site, no response. I called, no response.
I purchased one of their new model Power Pet pet doors through Sam's Club. it works ok...most of the time. Thats not good enough when your pet is stuck in or out. The door also does not work with the distance settings that are supposed to control how far away the dog can be to make it open. It also opens and closes when the dog walks by it from the side and it is only supposed to open on direct approach. This is a mediocre product and can not be depended on.
I have ordered a high quality, insulated, manual (saloon doors)opening replacement door from Moore Pet Doors, its a Plexidor brand. The people at Moore's are helpful and have a good reputation. Hi Tech??? I am not at all confident in them, especially with a web site that promises Nordstrom service and delivers less than a dollar store!
I will be returning my door to Sams Club, hopefully I will get my money back on the door. I will still be out the cost of two doggie door installations...a $150.00 error.
Ruth of Haslet TX (11/06/07)
I purchased an electronic doggy door from High Tech Pets for my home that I was custom building. The door didn't work. Contacted them in July and after repeated emails, finally received a new door in September. However, it too is not working. My husband took both transformers to get them tested and neither one of them work. High tech will not respond to any emails I send or my request for help on their website.
I have a hole in the wall of my $.5M home. And, I have paid $300 for a door that doesn't work.
Ronald of Saluda VA (10/05/07)
I bought the sonic trained for cats & dogs from the online High Tech Store. The product never worked. I was looking on line to find the address to return the item when I found all of the complaints against the company
my complaint is that I paid $50.00 + shipping for a product that never worked.
David of Macon IL (09/25/07)
I have seen numerous complaints posted abd I cannot agree anymore with the experiences everyone is having, both with the customer service and the product itself. I too, purchased a pet door from this company only for it to die a few months after installation. I luckily purchased mine from a reseller (samsclub.com). This has been my salvation! Basically, Sams Club offers a 12 month customer satisfaction guarantee on this! So when the door goes out every 4 - 6 months, I email samsclub and they send a replacement door and I send back the junk one! I had the door installed professionally and I only need to unscrew the inside panel of the door.
Dolores of Kings Park NY (09/14/07)
I purchased this $299.00 door and a collar at $29.95. When I paid a carpenter $250.00 to cut a hole in my wall and install this door and added fence to my yard outside this door, I had spent close to $1000. for the conveniance of having my pet have the freedom to come and go as he needed. This was only a dream on my part. the door was installed and didn't work. I bought new batteries for the collar and it worked but sporadically. After a couple of months of this on and of working on the door, it didn't work at all. I purchased another collar for an addional $29.95 from them thinking this was the problem. It wasn't. I contacted HighTech and was told to return the door and they would reimbursement for the shipping from NY to Ca. which was $40.00. That was Aug.20th, yesterday Sept. 13th I received the supposedly repaired door, had it installed again and guess what! It still won't work. I now have a hole in my house and with the cold weather coming it is a new problem.
Joe of Carmel IN (09/03/07)
I am out well over $550 on products that are completely worthless and destroyed a $500 exterior door for a completely worthless pet door.
The products and service that High Tech provides is unspeakable. I purchased their Humane Contain 7000 fence, Deluxe PowerPet Door, two multi-purpose fence/down collars and have four batteries/charger for the door. Not a single product work after just a couple months. Their customer service is just as poor as their products. They originally replaced a multi purpose collar that never worked along with the rechargeable batteries with more products that don't work. Since then the electric fence stopped working and they claimed they would replace it but four calls later claiming they would send a new one yet never doing so. I have since spent $300 on a different company fence that actually makes a quality product.
Here is a summary of the junk I purchased:
The fence transmitter quit working and their service rep said they would send me a new one about 3 months ago. I called back about 3 weeks ago and they said they would ship one out right away via Priority and I still don't have it.
The collars have always worked poorly. They replaced one that didn't ever work. Now I have one that randomly shocks my dog while in the house and no where near the boundary wire and another one that makes a humming sound and will drain a brand new $3 battery in less than 24 hours.
Their rechargeable batteries/charger for the pet door will only take a minimal charge that will last for about 2 to 5 openings of the pet door before they run out.
I have spent over $550 and cut a hole in a $500 exterior door and all I have is a pile of junk that doesn't work at all. Only after going through this nightmare did I find online comments from many other customers that this quality and lack of service is the norm and not the exception.
Close to $600 in worthless products and will now have to spend another $500 to replace the exterior door that has a worthless Power Pet door in it.
Jason of Attleboro MA (08/24/07)
I purchased the electric fence from them and the collar that come along with it doesn't do anything but burn batteries. The batteries only last for around a day and 1/2. They replaced the colar and the new collar did the same thing. They don't return my e-mails or phone calls. They said that I can't get my money back because the warrenty ran out. That is funny because I bought it in the winter when I had the extra cash and held on to it until the ground was soft enough to bury the wire. So I had the product for an extended period of time before even removing it from the package. They need to either replace my product with a new and improved version or give me my money back.
My dog gets loose when we are unaware of the batteries going dead and he might get hit by a car. He has already been picked up a mile away from my house by our dog pound.
Kimberly of Chula Vista CA (08/20/07)
We purchases a Automatic Pet Door which took about 2 months to receive from order placement. We received it in Dec 05. The automatic door stopped working and was replaced under warranty in Nov 06. HT sent us a replacement door and THEN we returned the defective. This was an acceptable way of exchange so to not leave a whole in my house for anything or anyone to enter. Today, Aug 20, the door intermittently fails to opening.
I contacted HT and spoke with the Office Mgr who told me I would have to send in the defective door in for repair, leaving that gaping hole in my home and that they did not currently have any replacements or any on hand for a new order if I chose to place. There were no exceptions to this rule of return.
Mackenzie of Avondale AZ (08/13/07)
Bought the automatic pet door and collar from this company and installed it into our wall. Of course, we neglected to check and make sure the door worked before cutting a hole into our house. Once installed the door would open but only if you manually pushed the button on the unit itself, not if you just used the collar. We emailed the company about the problem and received an automated response the next day. After a few days without any additional response, we tried again, same automated response with no contact from a real person.
We finally decided to buy a new collar from Sams that was supposed to work and since it was only $10 we thought, no big deal. Unfortunately, the problem was not with the collar. We finally purchased a regular flap dog door just to use until we could get this one to work. This went on for a month. We finally decided to open the automatic door up to see if something was obviously wrong that we could fix.
We did find that the weight that closes the door slams so hard into the wire that connects the collar sensors when the door is opened, that it unplugged the wire. We thought that repositioning the wire so that the weight would not hit it would fix the problem and we were amazed at such a huge design flaw. This still did not fix the problem. After further testing, and a few more days, we discovered that the sensor wires were connected incorrectly. Now that we have fixed the miswiring and repositioned the wires so that the weight no longer hits them, the door works perfectly.
Still no word from this company. I can not believe that after paying $200 for this door we still never had any customer service to speak of and had to rebuild the door ourselves! I will never buy another product from this company.
David of Knoxville TN (07/30/07)
I ordered the high tech pets invisible fence, i also ordered an extra collar and extra batteries for the collar. The order cost $201.00 The order said it would be delivered in 6 business days. Two days after ordering the $201.00 was taken from my checking account. It has been over 3 weeks and i still have not received my order. I did not receive a confirmation of my order or a order#. I have tried to call & email High Tech Pets Products several times and still no reply via email and no answer when I call. I just now found all the complaints on this business while trying to find other ways of contacting them. I am very furious and I just want my money back. They can keep their product because I dont want it.
Clay of Hattieville AR (07/19/07)
I ordered a containment fence, HC7000R. After three weeks, it had not come so I began to try to contact them but all I get are computer-generated emails. They will not call me back! I am trying to get my money back but am having on luck with that either. I will never use this company again.
Dave of Hampstead MD (07/12/07)
As a follow-up to my earlier comments (May 22, 2007), High Tech Pet has now delivered a replacement door, a mere six months to the day after I shipped mine to them for repair. Included was a slightly redesigned collar eliminating the flaky switch that has probably caused many of the dead collar complaints, though the new design still appears prone to damage from the moisture it will be exposed to should your pet ever venture outside. High Tech Pet's products do live up to their billing as ingeinous (as it was spelled on the packing list), but sabotage themselves through cost-cutting engineering shortcuts and abysmal customer service practices.
Chris of Eagan MN (06/22/07)
Having read the guarantee by High Tech Pets that their products have 99% satisfaction and a 100% return policy that states "If any product fails to perform to your satisfaction, simply return it within 90 days for a full refund including the original shipping charges. We will repair or replace your product at no cost for one year. All returns are entitled for free pick up at no charge to you." we decided to order a Hush Puppy Collar.
We were excited to try this product on our yippie Corgi. The setting was turned all the way up and I tried to test it before putting it on our dog. It was really hit or miss as to whether or not it would beep but I figured that it was most likely because I was not a dog. So after putting it on her she barked several times, nothing. In the ten minutes and three attempts at adjusting it, it only went off twice. Clearly disappointed I took the collar off of her and attempted to take out the battery. Unfortunately the device is so poorly constructed that the back of it wouldn't come off despite my efforts and I was unable to retrieve my brand new $3 battery, oh well.
My wife sent their company an e-mail asking for a return and received no reply. Finally when she did, she was told to put in the header Not Happy and return the e-mail. Though she at this point wasn't too upset about the whole thing, she obliged and sent off the e-mail. For the next week, nothing. Finally this e-mail came:
Jennifer,
I sent you an email on June 15th with return instructions. We don't provide
call tags to pick up merchandise return for refund only for replacement or repair. We also don't send out return boxes. I will send the email I sent to you on June 15th for the 3rd time.
Thank you.
Marcella
Besides the obvious rudeness of the e-mail implying that this was my wife's fault, it was also full of deceit. She went back and even checked her junkmail, no e-mail from Marcella. We were both also put off by the satement that the return was not covered because it says in the guarantee that "All returns are entitled for free pick up at no charge to you." It says NOTHING of only certain returns!
Having read this e-mail I have now been trying to call the company for two days but nobody is there despite the advertised 8:30-4:30 Pacific Time. I came across this website and was not at all shocked to read all the similar stories of deceit and malfunctioning products. I feel as though we have completely scammed by this company and it looks like even a settlement with the Ventura County prosecutor has not deterred them from continuing this sort of business practice. At this point I am fairly hopeless that we will ever see our money or a return box.
Thank you for not backing down when their lawyer threatened you. I only wish I had come to this site before I was scammed by this company.
Marilyn of Sagamore Hills OH (06/11/07)
I purchased the power pet door in 2003. When I first received the door it worked very well. I had a dog who was ill and needed the door because she was unable to hold her water for any length of time. The door suddenly stopped working. It took me three weeks to contact customer service who told me that I had to return the door at my own expense. I returned the door by UPS. I had gotten a promised delivery date from UPS. After the amount of time had passed that the door would be returned, I contacted customer service again and they told me that they had received the door a week after the date promised by UPS. I checked with UPS, and they confirmed that the door was delivered to High Tech Pet, Inc. on the date promised. When I finally received the new door, again it worked for a while before suddenly not working. I replaced the collar on my dog, the door worked for a while. When the door stopped working again since I could not be without a door again, I purchased another door as a replacement and attempted to get a refund for the other door. It was winter time by this time and I could not have a gaping hole in my wall and plastic covering this whole would not work well in Ohio. The second door arrived damaged and I was told that I could not return it. So now I am the not so proud owner of two of these doors and several dog collars and none of them work. I have tried non-electronic doors, but my dogs will not use them. They are afraid and will not push open the door.
I am out several hundred dollars for doors and collars, I have a gaping hole in my wall which is boarded up. So much time has passed I doubt that anything can be done. I will never purchase another time from this company nor will I ever recommend them to anyone else.
Roger of Apopka FL (05/30/07)
I purchased their large pet door and accessories (extra collar, battery charger, etc.) After less than four months of use, the door stopped working. I contacted the store and received no response when I asked about returning the product. I figure I've wasted over $500 and plan to go with a low tech solution.
David of Hampstead MD (05/22/07)
My Power Pet PX1 pet door (purchased in May 2006 through 'America's Pet Store') failed in January 2007, still under the 1-year warranty. Per instructions on the High Tech Pet website and phone recording, I returned the unit at my expense to their address for repair or replacement; postal records show it was received on 16 January 2007.
As of 22 May 2007, I have not received my door, nor any communication from the company -- their phone connects directly to a prerecorded message, and e-mails are answered only by an automated response promising a reply within 24 hours.
Deborah of Phoenix AZ (05/07/07)
I received a High Tech Power Pet Door and loved it. After four months of use, the lift mechanism gave up. It has been over one month since I sent it in for replacement. I have not heard anything from the company. They do not respond to emails left at their website. The product was purchased through Sam's Club. Sam's Club defers all responsiblity to High Tech.
The large door area is now temporarily covered. I live in Arizona so I am concerned with heat issues as we move into summer. I have had to rearrange my schedule to ensure that my dog is able to relieve herself outside. I understand there has been a settlement but for those of us who did not know the issue was larger than our purchase, what is this company doing to resolve the complaints? Are they still in business?
Mark of Ramona CA (05/02/07)
We ordered new collars for our pet door on April 12th of 07 and as of May 2nd no collars at our door. We have left 9 email with no response and also 15 phone call with no one to answer the phone and no response to the message. This company is terrible they dont have bad customer service they have no customer service. They also charge your credit card before they ship your order and they dont even ship your order.
We have a dog door that will not operate. Our dog can not get out when he needs to.
Stewart of Des Moines IA (05/02/07)
I am the father of Cameo who ordered one of these electronic pet doors. She rents, so we ordered the patio door version so we wouldn't have to cut into the house. She had problems with the collar failing - apparently they won't tell you that it cannot withstand even the slighted amount of moisture. Huh? These are dog collars, so the dog can go out to do his business, and last I knew, dogs aren't quite smart enough to know not to get the collar wet. Most places except high desert, have rain, and dogs will go out even in the rain if they have to go. The whole idea of the door and collar is so your animal can go out unattended. What are you to do, lock the dog in if the forecast is for rain? Why have a pet door at all if he has to stay in and go on the carpet on rainy days?
I am involved because we used my credit card, so I apparently am out the $700 plus for the door and another $66 plus for two replacement collars paid for but never received. And without the collars, the door is just so much dead metal and plastic. I am 64, disabled, and retired, so I have the time to attempt contact with this merchant. I have called them twice a day, at various times of day, for the last 10 days. Same message--customer service is not available and to go to the web site. The only options on the web site are call the number that is never answered or email the customer support. Yeah, right. I have done that too, and all I ever get is the automated response telling me that they will contact me withn 1-3 days. To date I have not heard from them.
I have a small fixed income, and really cannot afford to be screwed out of some $800 for nothing. I am currently working with Visa over this, but what really needs to be done is all of you send a complaint to Amazon.com and E-bay and any other place where these people try to sell their products and reference all these complaints. (I am printing them out to send to Visa in hopes of getting my account credited). These problems usually don't show up till after feedback is left. Complaining AFTER the fact doesn't seem to be hurting their ability to continue to sell these products and then become unavailable.
I plan to, and I hope more than one of you will also, contact the FTC, since their advertising and sales cross state lines. Too bad we all only read these warnings AFTER we made our purchases. If you are one of the lucky few who are reading these before buying, I won't tell you not to buy, but PLEASE THINK CAREFULLY ABOUT THESE COMPLAINTS BEFORE BUYING FROM THESE PEOPLE.
Fred of Scotts Valley, CA (05/01/07)
I think this business may be closed. They don't answer any of their phones now, not even their Sales lines? Any email sent to them is returned undeliverable because their mailbox is full. Not a good sign.
I returned a product for warranty replacement, it's been 2 months and nothing. No way to contact them, no refund, no warranty replacement, nothing... It's a black hole at the other end.
Holly of Des Moines IA (04/26/07)
We purcheased in Sept of 2006. The door quit working in January. We returned it in February. After trying to reach a human voice multiple times, also e-mailing the company, customer service, and the president Nick Bonge, still no door, no returned calls, nothing. I bought the products in good faith, I am not trying to make trouble, I just want a refund. The writing is on the walls here, many complaints to be found on the internet.Most complaining about the same poor products and worse customer service. Apparently this company is used to having people give up. Because that is what happens eventually, not worth it anymore. I am going to pursue this matter, I am tired of companies touting their great customer services and products, only to dupe people into spending their hard earned money, and then not standing up for themselves. I will not take this sitting down. I am contacting the BBB in Ventura California, and filing a complaint.
Cameo of Orlando FL (04/26/07)
I bought the large electric door. It arrived promptly yet after less than a week the collar stopped working. They did send replacement immediately which has worked for approx 1 mo. I placed order for replacement and extra collars; thats right...BOUGHT new ones...over 2 weeks ago, was told it would take a couple days to receive. 2 weeks plus later I have not heard from anyone nor gotten any response back via email. In fact, when I call now I get a message that the sales and customer service center is not available.
My dog is house broke to the extent that he will go outside when able. If he is not able to go out when he has to go he goes in my house. I also have a small cat, I have kitty-proofed my back yard in case he got out. Last night he found something to jump on and got over the fence. I was out of work today looking for him. I will also now have to have my carpets replaced as they will be ruined from the dog going in my house when I am not home to get him out.
Cheri of Agawam MA (04/24/07)
I order the PX2 door from Pet Frenzy, when we tested the door, before installing it, the lock didn't lock, you could just lift up the door. Immediately, we phoned Pet frenzy and told them the door was defective and requested a replacement door. While waiting, (for a month), for the replacement, I read on a forum that the collar doesn't work when wet. This door is for dogs, why would the collar not work if it got wet? Made no sense to us, so when we finally received the replacement door, we tested the collar while wet.
As the forum said, the collar DOES NOT work when wet. I called High Tech Pets directly and they did not disagree with me and had the door picked up the next day. 3 1/2 weeks later, I saw the refund on my credit card, but not for the entire amount I paid. I called Pet Frenzy and asked where the rest of my money is. Later that day I received an email stating that I was not entitled to my full refund because nowhere in the literature does High Tech Pets claim the collars to be water-proof. They are charging me $45.38 for shipping charges
Richard of San Diego CA (03/06/07)
I purchased an automatic pet door in July of 2006. I installed the door and it appeared to work as advertised. Upon returning the next day from work, I found one of my dogs trapped outside in 100 degree heat without water. The door would not open normally. I reset the door and everything again appeared to work. Upon returning the next day, I again found one of the dogs trapped outside. You could see claw marks on the door where he had tried to get it to open. Again it was over 100 degrees outside.
I tried to contact the company by email without sucess. I finally managed to speak to a person on the phone, explained the situation and was told to mail the door back to them, at my own expense, for a replacement. I was told that this would take several weeks, during which time, I had to deal with an opening to the house. After waiting 3 weeks, without receiving a new door, I called and was told that the door I had sent never reached them, so they had not sent a replacement. When I gave them the tracking info on my return, and the name of their employee that had signed for the door, they admitted that they had in fact received my door, three weeks ago. They told me that they would send a new door immediately.
I waited another 3 weeks and still had not received a replacement door. At that point, I called them again and told them I had waited long enough and wanted my money refunded. They agreed to refund me the money I had spent. To date, I am still waiting for my refund.
Cynthia of Waterville Valley NH (03/06/07)
Feb 15, 2006 placed order with the above mentioned for the amount of $597.61. Problems began with the collars and Nick Bonge did send new collar and spare at no charge - then we began having problems with the door rising and lowering - motor sounded like it was failing . The door worked hard -up and down- for all most 12 months - when we began calling and e-mailing the company about the problems we were dealing with and having a door that was now unreliable. No response from either e-mail and or phone _ no one ever answers the phone. Angry and very disappointed with the company thinking we were dealing with a professional company - aLL we want now is our money back for a very defective electonic door. Had the company been more professional and had dealt with us our frustations - this note would not have been written.
Cost: 597.37 with shipping cost to have door installed: $250.00
Kim of Sacramento CA (03/02/07)
We purchased a pet door with additional collars. The door has never worked. We followed their voice mail instructions (you can never reach anyone) and sent back the door with a note regarding the issue and requested a replacement. We sent several emails to Nick, and each time we receive and auto reply email stating they're working on the problem and will contact you within 1-3 business days. Yeah right...that's a joke.
We've left several messages and emails. We'll be disputing the charge with our credit card company. We have no dog door, just a hole in our laundry room, it's January (freezing).
Joe of Novato CA (02/27/07)
We purchased our door a year ago. The rechargeable battery never worked. The door work for the most part for about 8 months then stopped working. When we reported the problem in early December we were told a replacement door would ship - but it would take 6 weeks as they were on backorder. We received our replacement door in January. It has several problems. We called back and have been promised a replacement door every week for several weeks.l Each time it's the same shipping is backed up. At this point I am filing a complaint with the better bsuiness bureau, as this seems to be the only way to get a response. I STRONGLY suggest you look elsewhere and not give them your time or money. Not good customer service.
We just want the replacement door. If this continues we will ask for a complete refund and go elsewhere.
John of Tampa GA (02/20/07)
My experience is similar to Marcy of Narberth PA. I bougth the door and after about 2 months of usage it didn't work anymore. I have contacted this firm at least six times and on two occasions I had spoke with Liz again. The other times I left messages requesting Liz or anyone in the firm to contact me. Each time Liz repeated the same info to me â -- that she was working with another area in her company to have a replacement door sent to me. Please note each I called I was went into voicemail, and each time I spoke to Liz it seemed as if I was speaking to her for the first time. There did not seem to be a case history. My wife has also contacted them and left message.
Marcy of Narberth PA (02/04/07)
I saw this automatic Pet Door online and thought it was very cool and amazing. I called the company to get more information on how it worked etc. I spoke with a customer service rep who was actually quite rude. You would never know she was trying to sell a product. I get the door, have it installed, and it doesnt work. It takes me over 1 week to get someone on the phone to find out what I should do. I am told that the sensor is not picking up from to collar to the door and they would send out 2 collars (I have 2 dogs) right away.
I got them a few days later and... sure enough.... it still doesnt work. I have sent 10 e-mails and made about 10 phone calls to Liz with no response. After reading all of these other complaints, I see Im not alone. This company has the worst customer service I have ever experienced. I just want to get rid of the door and find something else at this point. I will NOT give up and they will not get away with this. I will be filing a BBB retport as well.
I will have a huge hole in my door in record low tempuratures.
Judson of Golden CO (01/27/07)
Several months ago I purchased the HC-7000 Humane Contain Super Electronic Fence System. After all the hype on their website, I thought I was getting a quality system. This however,is possibly the worst product I have ever purchased. Ive gone through 3 collars none of which work as advertised. There is no such thing as Pulsed Progressional Stimulus, only a sudden and single shock when standing directly over the boundary wire.
The Progressive Tone Stimulus is actually a low volume screech that works only on occasion and is not progressive. The collar quite often makes a continuous humming/ rattling noise when not near the boundary. Speed Detect / Anti Run Through...like mentioned above, only a single, sudden shock is delivered when standing directly over the line. It does not work at all when I run through the line.
High Tech Pet collars are manufactured in China and reflect profoundly poor workmanship. I took apart the last collar that stopped working after 2 days to see what I could see. It looked like a last minute high school science project inside. Cheap Cheap Cheap. I went through 3 batteries in one week as the constant humming / rattling drained the batteries. As for their roughest, toughest, heaviest dutiest cable you will find. Try any other brand if you want quality. My wire was constantly breaking in the cold, so I replaced it with wire from a different brand. Truly there is no comparison in quality.
J E of Baltimore MD (01/26/07)
I am writing because this company has operated in the same manner for at least 5 years. I wanted to add my voice to the most current complaints. I had an experience with them about 5 years ago that was absolutely abominable. I purchased a training collar for a small dog that barked incesently. The collar worked for about a month then quit, they did replace it, the next collar worked for several weeks then one Sunday when my wife and I were working in the yard and the dog was inside, we heard the beep, beep of the collar going off continuously.
Ran inside to find the dog in an epileptic shock from the sound of the collar. Cost about $500.00 to keep her alive. She survived and eventually showed no worse for the wear. But this was a big expense. The dog was 3 years old, never had this problem before or since. The company promised to refund the cost of the collar which was returned by FedEx with proof of delivery. Never received any refund nor any further response from the company. They obviously have no decent standards of quality for the products they have made in China, nor overall any decent standards for customer service.
Hope of Pittsburgh PA (01/26/07)
I bought the large Power Pet door from PetSmart.com 06-04-06. My first door broke after 1 month. I contacted PetSmart.com and was shipped my second door on 07-04-06. My second door stop closing 01-26-07, PetSmart.com is now shipping me my 3rd door. I'm extremely frustrated with this door, I also noticed today that PetSmart.com does not have the Large Power pet door listed on their web site, which worries me because IF my 3rd door is the same quality as my 1st and 2nd door I'm going to be stuck with a refund and a HUGE hole in my family room wall.
This is not a product that you can just send back and get a refund. If the end result is getting a refund I will still have a $500 to $600 bill to have the hole in my wall repaired.
Paul of Charlotte NC (01/13/07)
Follow up: I received my second new door, but the collars didn't work. Filed a BBB complaint.
Nick's response: Final Response - Posted 1-11-2007 We offered to refund the customer's money and give him a replacement conventional door for free. It this makes us the worst company he's dealt then he must purchase only from his godparents. This customer left a voice message with threats and outrageous profanity. We choose not to service his account any more. We issued a refund and sent a call tag for his power door. If we receive the product back we will send out a Ruff Weather door to cover the hole in his wall. We suspect that his product is working fine and just wants more free items or he is in some way quite mentally unstable and just enjoys making a lot of trouble. This is one of the scariest customers I've seen. -Nick
Sorry...never promised anything. We aren't going to hold our breath to see our money back. We will gladly give it all back if this happens. Yes Nick, getting free replacement collars has been the best thing to ever happen to my family. We just run around wearing them all over the house and pretend they open all the doors. We're so unstable that we got mad when it took months to get nothing but a headache from a company that seems to be racking up the complaints on a pretty regualar basis now. WE also use the boxes you ship the free replacement collars in as feeding troughs for ourselves. I love getting free stuff. That's why I call the 800 number all the time...it's free!!!! When I get my money, you'll get your door. You can demonstrate with any of the 10 collars I now have that it works so well.
Damage: 7 to 8 hundred dollars for the repair to the house.
Jimmie of Irving TX (01/11/07)
Ordered Regular Patio Pet door on 8/9/06. Received a couple of weeks later and when I went to install, found out they shipped me the wrong size door. They shipped the shorty not the Regular size. Reported this to Yvette on 8/30/06. Told they would ship right one out A.S.A.P. I then talked to or left message with Jenny on 9/7, 9/14, 9/19, 9/21, 9/29 and 10/2. Still no patio pet door!
On 10/10, I talked to Yvette and was extremely irritated about the situation. Received an email the next day that the door shipped. After installing it, it worked for a little over a month. On Thanksgiving, 11/23, door would not close. It was trying to close but would keep going back up. Manually closed it and reported problem to Liz on 11/27. She gave me directions to loosen screws to see if that worked. I tried it and called back to report it didn't. She said they would ship out replacement door. I called back on 12/8 to check on status and was told by Yvette to clean the sensors. That didn't work and she said it sounded like problem was the pulley and they would replace door.
I said that I thought they already issued for replacement? She transferred me to Liz and I was told door should ship the next week. I called Liz as I was told she handled replacements on 12/18 and 12/19 and left voice mail message. Never called back. I called on 1/3/07 and left message for Liz again! On 1/4/07. Liz finally called me back and said shipment was in customs and should ship next week. Today, 1/11/07, called Liz and said I wanted a refund since I have waited 7 weeks for replacement for a door. I had to wait six weeks for the door that only worked approximately 5 - 6 weeks.
I ordered door 8/9/06, it is now 1/11/07 and I have had 2 doors shipped - one was wrong size, one only worked a little over a month. Waited six weeks for correct order to be fill and now seven weeks for replacement for door that broke after 5-6 weeks. I have made almost 20 calls to CUSTOMER SERVICE!!!! Today, 1/11/7, was told by Liz that I would have to pay to ship door back for refund. I told her I still have shorty from when they shipped me wrong door. She said they will pick it up but won't pick up other door. I asked why I had to pay to ship back when door is BROKE!! Isn't that their fault? She then said she would transfer me. Got Yvette's voice mail and left message. Doubt that I will hear from her. I would NEVER recommend their product or company to anyone - EVER!!!! I have never dealt with a company like this in my whole life and I'm not a young person.
I ordered the door for my dogs to be able to go out while I was away. This is required a lot of my time to contact them and also I am left with door that doesn't work that I spent a lot of money for. They have had my money since August -- I have nothing but a panel in my patio door that doesn't work.
Melanie of Phoenix AZ (01/08/07)
They have promised a replacement unit for months and not delivered. From your site, I see the owner tries to skate all these complaints. Luckily, I'm a lawyer and keep very clear documentation of this type of thing. His clear BBB record won't be there long, because I'm headed there next. We have threatened to file suit (and will, of course) if the unit isn't in our home covering the HUGE hole in the middle of my living room by the end of this month.
There is a huge hole in my living room wall. We had to take off the defective unit for the dog to get out while we're at work. They promise the replacement is coming and never deliver it. They just keep saying 2 more weeks. There is a hole in my living room--it's insane.
Paul of Charlotte NC (12/26/06)
We ordered our pet door and received one promptly. Then it promptly stopped working. We have received six replacement collars now and two replacement doors. I have a hole in the side of my house as well. The customer service reps keep telling me I can speak with Nick. So I leave him messages and he never calls back. While we waited almost 3 months for our replacement door I spoke with one rep who said it would go out Thursday. It didn't. The next week when I called again, she said it didn't go out and it was wishful thinking on their part that it would.
We have received the replacement door and it doesn't work. Now, Nick...how can so many of us have the same complaint yet you state you cannot trace the complaints back to actual customers? I left you a message today (12/26/06) so I know you can trace me. Am I lying about my experience? We are awaiting replacement collars. I'm not sure we'll get them. I plan to constantly call and write until I get what I want.
I have also filed with the BBB and the Federal Trade Commission. The reps are nothing short of rude and Nick evidently cannot dial a phone. The product has yet to work. Unfortunately, there are people in the world like this. Nick has no concern about his products or his customers.
I have a hole in the side of my house as well as a $450 door that does not work. After reading the reports on this site I'm not sure I'd get my money back if I returned the product.
Dennis of South Orange NJ (11/30/06)
I purchased the item new on Ebay on 8/21/2006. The door came with one collar. The collar never worked. When I called their customer service, they said that they would send a replacement. In the meantime, I ordered a second collar from them. The replacement collar never came. The original collar started to work so we had collars for 2 of our dogs. After going away overnight. We came back the next day and the door did not work at all. It seemed that the unit lost power.
I tried calling their service department but always got voicemail. I left my callback number, but never got a call back. So, I sent the item back paying for packaging and shipping $30. A second door was sent after calling customer service (and getting a live person). The replacement included another collar. The collar and the replacement unit started to malfunction (it wouldn't close while the unit was on). I have sent it back again.
In the meantime, our 7 year old newly rescue dog is now back to pooping in the house. She was never trained to ask to go out, but caught on quickly to letting herself out using the automatic door. We thought that we found the perfect solution, but now we are left without a functioning door and dog toileting issues. I asked if we can purchase a backup unit at a reduced price. They said that They would give me $50 off. The discounted price is still $60 more than Sam's club. (some deal).
It is a shame that I didn't check your site before I purchased this door. It took over a month to get the 1st replacement. Now I have to be without the door again. It is also a nuisence to uninstall, pack and ship the door back, each time. Incidently, Sam's Club sells the replacement collars for $13.73 each while Hitech charges $30 each. I ordered 4 replacement collars through Sam's Club since the collars are so UNRELIABLE. My Main complaint is that the door and collars are unreliable and it is extreemely difficult to talk to any customer support people at High Tech Pet.
When I called Nick Bonge - President High Tech Pet Products, his mailbox was full and I pressed 2 to talk to customer support, but I was soon cut off.
Richey of Sunnyvale, CA (10/29/06)
The HiTech Model PX-1 Automatic Pet Door I bought a couple of months ago worked sporadically for a few hours, then didn't work at all. There was no way to discuss my problem with a real person at High Tech to get a possible solution.
After no response to my phone calls, I started a daily e-mail campaign and got ONE reply, but there was no further correspondence or requested phone calls from anyone.
I returned the HiTech door and got a Solo automatic from Moore Pet who are far more sensitive to the needs of its customers. They have real people who answer the phones and answer questions and are quick to respond to e-mails.
Miss Piper Cat was a little leery after the HiTech door turned on her, but she was in and out of the Solo door in short order.
Larry of Plainview, NY (10/29/06)
I have followed up numerous times since then and promises have been made but never honored. They have a warranty obligation which they are not even making an attempt to fulfill.
Max of Boulder CO (10/26/06)
I don't know where you guys are scraping up so many complaints against this company. I have bought several items from them over several years and I have received about the best service you can get from an online merchant. I have gotten quality products in a timely manner. Once I had a bark collar that malfunctioned. I made a single phone call and I had a new item the very next day. They did not ask for the old one back first. They just asked me to return it when I had the chance.
The most impressive product I ordered was the Power Pet door. I realize I got the newer model and that many of the complaints I've read here may have to do with an older one, which I have not seen. However, the product I received is quite well engineered. I am an electronics engineer myself and it's impressive to see this level of technology used on a pet product. I’ve had the product for seven months now with no problems. The design is rugged, reliable and well sealed against rain, wind and weather. Installation couldn't have been easier. I have seen several of these types of items come and go without a well executed design. This one is excellent and my two dogs love it more than I do. So, among all your neigh-Sayers there's at least one intelligent person who says this company is a highly customer service oriented business with some exceptionally good products.
Kristie of Twentynine Palms CA (09/25/06)
I purchased a high tech pet door in June 2006. It took several weeks to receive it. Upon installing it I had problems with the automatic door getting stuck in the open position. The next day the door would open and close on its own and would even close on my dogs, by the end of the day it didn't work at all. I contacted the company and after talking to several people I was told they would send out a new door because mine was defective and it would take about two weeks. I waited the two weeks and then emailed when I didn't receive my door.
August 25th I emailed High Tech because I didn't receive the door, Marcella at replacements respondede on August 28th and said she was forwarding my email to the returns department. On August 30th I posted my rating for High Tech on Yahoo Shopping. August 31st Liz Rodriguez emailed me and said she would make sure my door was mailed within the week. I STILL DON'T HAVE MY DOOR!!! I emailed Nick on September 23rd, 2006 but he did not respond back to me today September 24th, 2006.
At this point in time I want them to have some shipping company pick up the defective door and return all monies back to me including the shipping charges. 187468 is the order number. The website for this company is HighTechPet.com. I am very dissatisfied with this company. There customer service is lacking especially when they sent out a generated email that says someone will contact you within 48 hours and then no one ever does. Don't send out an email if you aren't really going to contact the customer or send out one that says we may contact you if we feel like it. I paid $680.00 for this door that is just sitting in my dining room waiting for someone to give me an RA# so I can mail it back and receive FULL monies back.
As a result of not having the door work properly my dogs stand at the sliding glass door and pee...if the door worked like it was intended I would not have to worry about them getting up in the middle of the night and messing somewhere because they would've been able to go out the automatic door.
Sarah of Waxhaw NC (09/24/06)
I ordered two multifunction collars and on indoor sound barrier from them on September 5th 2006. I then got an email from Marcella September 8th requesting the model number on my dog fence. I replied to her email the next day. I expected since I heard nothing back from her that the items would be sent soon. A couple of weeks went by and I heard nothing so I attempted to call the customer service line. There is never anyone available at that number. It is only a recording which tells the caller that there isn't anyone available and then it disconnects the call.
I began to email Marcella to try to get a response. After several emails she finally responded to me. She didn't answer the questions I had about my order she simply stated that there had been a short delay on shipping the items out. My credit card was charged the day I made the order. Today is September 24th and I have not received anything for the money they have charged me. I am out almost $300 at this time. I am still waiting to see what the outcome, if any, will be.
I have been billed almost $300 and have not received anything in return.
Linda of Oakdale CA (09/19/06)
Ordered product online, credit card was charged immediately. Waited about 10 days, no shipping confirmation, so I started to email them. No resonse. So I started to call them. After many repeated attempts to reach a live person, I left a message stating unless I heard back from them that day, I would cancel my order and call my credit card company. So, no response, cancelled the order and had the charge reversed on my credit card. Then, imagine, I received an email with a Fed X tracking #. Verified with Fed X and found they simply sent package info to Fed X but no package.
Then I received an email with the same tracking # from High Tech only this time they said it was shipped UPS. Went to UPS site, tracking # was of course bogus. Two weeks later Fed X shows the same info, package info was received by FED X but no package. I have since ordered the same product from Pet SMart, it is delivered and installed!!! I know this is just one of many, many complaints, but a good lesson for me to check out a companies reputation BEFORE placing an order!
Also, It's important for others to know this unacceptable business practice is continuing as of September 2006 in spite of High Tech's response to all the complaints on this site.
Carol of Flat Rock MI (06/13/06)
I purchased an electronic pet door in December of 2004. I followed the tracking but it was damaged in shipping by Fedex. Since Fedex was responsible, High Tech sent me a new door before they got the broken one back from Fedex. I totally fell in love with the product. We did have problems with the collars due to our dog tunneling in the snow. High Tech always replaced them (under warranty) with no problem. I have since solved this problem by taping saran wrap over the collar in the winter.
Our door quit working just outside of warranty. We tried to fix it ourselves but couldn't. When we tried to order the motor, the owner came on the phone to try and help me. He ended up sending me a new unit to put in my patio. Until I dealt with the owner I had experienced the same frustrations as others in trying to deal with customer service. I do feel that they have a great product that has some bugs which need working out. I also feel that maybe the owner should axe his whole customer service staff and start anew!
I do believe it is an awesome product and they do deserve a chance to turn themselves around. I notice you can buy the door at PetSmart I'm hoping that this is what they need to hone their company and become an A+++ in service. I truly feel that the owner realizes they were on the wrong track and is now trying to fix things.
Deborah of Ontario CA (05/18/06)
I must let it be known that I have NEVER submitted a complaint about any company over the many years that I have ordered via the internet. This dog door was cheaply made and very unreliable. The pet collar transmitter required for its use is also cheaply made and much too fragile for any aminal to wear. During the time I used this product I replaced the door 3 times and had to purchase 13 transmitters over a period of just over 1 year.
It was impossible to speak with anyone directly at this company and returning the product so many times was a huge inconvenience for both me and my pet. While doing spring cleaning I found 2 of the unused pet collar transmitters (I ordered 3 at a time in anticipation of them breaking). These transmitters were obviously new and unused. I returned them to the company only to have them sent back to me with a note stating that refunds cannot be given after 90 days. Their refund policy is obviously in place to protect them from the shoddy product they sell. I eventually purchased another brand of dog door (Solo) that has been wonderful.
Ramona of Seattle WA (05/05/06)
I purchased my electronic pet door in Dec. of 2005. They charged my credit card 10 days later. After three weeks, I emailed them, asking when I could expect delivery. They promptly left a voice message stating that delivery would be in a couple weeks. Three weeks later the door arrived, but only after it was installed did I notice it was missing the knobs. One stem on a dial was completely broken off and the other is bent at an angle.
The door worked, but since I was unable to make any adjustments, I needed to find out if High Tech Pet wanted the door back or if the broken parts could be repaired. I emailed them several times with no response. I tried calling the 800 number during their open hours and always got a message that the customer service department was unavailable. Finally I complained to my credit card company, who was also unable to resolve the problem, and the charges were reversed.
The door is still mostly works, but one of the collars seems to be malfunctioning lately; also the door sometimes won't open from the inside for either pet. I am now looking for another electronic pet door that will fit in the same size opening, ideally from a reliable, ethical company.
Sue of Scottsdale AZ (04/14/06)
I've read all the complaints on your site ... I've experienced virtually all of them. My complaints in a nutshell are: Unethical, if not illegal, business operations in that the company takes your order and immediately charges your credit card without being forthcoming about the production problems they are obviously having. My order was originally placed in December 2005. My charge card was hit with the full price of the order on January 3rd and my door finally arrived ... after repeated emails and phone calls in late March 2006.
Fraudulent advertising in that: A. Their equipment is filled with operational "bugs" and failed technology ... My particular door only operates in one of modes they claim to have and even then only sporadically ... which of course does not promote any logical training for your pet ... the poor things never know if the door is going to open, so why should they even try. My door in particular only operates occasionally to let my dog OUT ... but has never operated to let her back in.
The company claimed it was a failure on the part of the collar ... which of course it was not ... any collar that operates the door in one direction shouldn't have any problem operating it in the other direction if the technology is fully functional. B. The battery operation lasts a fraction of the time they indicate. (Mine lasted 36 hours as opposed to the 6 month estimate given in all their documentation). Trust me ... the door doesn't open often enough even when it SHOULD for the battery to go dead that fast. C. Any attempts to contact the company with a problem are met with no response or at best an incompetent response, as Jeri experienced below.
Physical damage includes the hole now left hanging in the side of my home in a desert climate and in an area with many undesirable wildlife such as bobcats, coyote, scorpions, pack rats, etc. Economically, of course, the repair of the hole runs in the hundreds of dollars on top of the hundreds it took to have it professionally installed.
Jeri of Dexter IA (04/10/06)
I purchased my electronic dog door in Nov 2005. After a few months, the collars stopped working. I shipped them back and received replacements. Then the door quit working. I tried emailing Kathy Smith, technician, around July 2005 regarding the faulty door. Rec'd email back stating she would be out of the office until June 16, 2005 & to contact her alternate, Liz Rodriguez. I contacted Liz and lft msg. Never rec'd a response. Called the main number-spoke to receptionist who did help me. However, the door stopped working again.
I emailed Kathy again-even though it was August, her email still said she would be out until July 16th. Left several messages with Liz-she never returned my calls. Called main number twice and both times was on hold for an excess of half an hour. I reported this to the BBB on 8-9-05. The company did not respond however they did contact me. I agreed to send the door back ($90 for shipping)-they sent me a new door within a couple of weeks. Then my doggie door stopped working again-this time I was out of town for the weekend-when I got back the door was stuck open in the middle of winter. My heating bill was higher than normal because the thermostat is not too far from the door and so the winter wind was blowing right on it causing the heat to run constantly.
I tried using my same contacts to no avail. On Dec 5, 2005 I made another complaint to the BBB asking for a replacement or money back. High tech pet said that the product is now out of warranty and refused to issue a replacement. However, on January 24, 2006 I made another complaint to the BBB and stated that if my money was not refunded or the door replaced, I would go to small claims court. The company responded on 2/8/06 stating that even though it is out of warranty, they will replace the door at no cost to me as long as I returned the old door. I send the old door back (another $90).
I then received an email from Marcella vasquez stating that the door was out of warranty so they can't replace it however they would give me a $200 credit on my new purchase of a new door. I copied and pasted the BBB complaint from BBB's website into an email and showed her where her company stated they would replace the door. It was like she wasn't even listening to me-she just kept repeating that it was out of warranty as if I didn't show her the complaint. I was directed to Yvette who handles the BBB complaints (was actually directed to her by the President, Nick, via email-this was the only email he ever responded to that I sent him). Yvette said the same thing.
I told her that I was going forward with small claims court if I did not receive a resolution by that Monday. I emailed Yvette on that Monday and stated I was going forward with court since she didn't respond. She responded by stating "I'm sorry I can not help you without an order number" as if she had no idea who I was. I reminded her who I was and gave my order number. she asked that I give her a couple of days to talk with the president about this. I complied. she then sent me an email stating that her records show that they denied replacement of the door due to it being out of warranty even thought the complaint I have on the BBB website shows they said the opposite.
I told her to expect the court papers next week (which is this week). I have now completed the small claims papers and have figured out that with the purchase of the door, all the times I have had to send in the collars and doors, I am now out $633.20 plus court costs. When I first made a complaint with the BBB, the BBB rated this company as an "F"-the lowest possible. By the third time that I made a complaint with the BBB it is now showing the company rating as a "C". I asked the BBB how this can be. She said that it seems to them that the company is trying to now handle all of their complaints in order to try and become a BBB member however she said that that will never happen with all of the complaints.
I love the response that Nick gives that we can not prove any of these problems. I have everything in writing! I have saved all of the emails, shipping receipts, BBB complaints and their responses, etc. I don't think anyone can get anymore proof than that.
To the president, Nick...thanks for putting your information on your response to this website-I'm sure all of us appreciate that you gave us your telephone number and told us to contact you with any problems-as if we haven't tried that in the past! Your contact info is readily available to anyone-it was no hidden secret. I just love how you welcome anyone and everyone to contact you however when we do you ignore our complaints. Giving us your contact info....ya, that means a lot to us
I now have a hole in my wall. I have put up the plastic wrap that you use to cover your windows in the winter but it won't stay adhered to the wall. So I have put up a piece of plywood as well. However, I still have rain coming in, two dogs that are completely confused and how to tell me they need to go outside, and over $600 out of my pocket not to mention the headache of dealing with the company.
Dorothy of Plymouth MN (02/26/06)
I purchased an electronic dog door that did not show up for months. After writing multiple complaints to the company, yahoo paypal, and the credit card company, I received the door. The ad stated the sytem would not rust, though in 6 months our door was rusting. We have purchased 4 new collars and asked for refunds on the collars that did not work and the falsely advertised door. Emails are not responded to and there is no way to contact an actual human. I have repeatedly asked for a tracking number and a date in writing when I will have a new door to replace the hole in my house or a credit. Emails go unanswered.
Shelby of Irving TX (02/15/06)
I ordered the PX-1 model Power Pet Door along with the WA-1 model Wall Adapter Tunnel. Shortly after I placed the order I received a phone message that it was on back order for approximately 3 weeks, which I was fine waiting for. A couple of days after that I reconsidered the size of pet door I ordered and contacted customer service via phone to change the order to the PX-2 model pet door and matching WA-2 wall tunnel. The order change seemingly went smoothly, although I was informed that the order would still be on back order, and representative charged my credit card the price difference. The charge was reflected on my credit card within 2 days.
About 4 weeks later I contacted customer service via email to check the status of my order and received a response that the order would ship within 3-4 days. Within that time I received a confirmation email with tracking information (which I was never able to access). However, I noticed the confirmation did not reflect the changes made to the order. I immediately contacted customer service by email to report the error, and received a response assuring me that the order change was made and I would receive the larger PX-2 and WA-2 models. That week I did receive my order, but it was the PX-1 model door and WA-1 wall tunnel. Since then I have tried to contact customer service numerous times by email and phone. I only receive automated emails that say I will get a response within 3-4 days, and an automated voice message on the phone line that says customer service is not available. There is no option to leave a message.
Lisa of Dorr MI (02/08/06)
The only advice I can give, if you truly want to buy their product is to order only by talking directly to someone at the company. The web site is not up to date, and from what I have seen they are about 8 months behind in updating. My husband and I saw an ad for their auto pet doors and went right to the site to order. We placed our order on-line and we received a link where we could check back on the status of “our order”. So every week we would check and it said the same thing…. Your order has been placed.
When we placed the order it showed a 4 week lead time for the item to be shipped, and then on top of that the time to ship it ground. Hi Tec Pet charged the credit card immediately, and only after NUMEROUS tries (and finally going to the Accounting Dept on their phone directory), did I contact someone to follow up on our order. They CHARGE your credit card when you make the order, even if the lead time is months away. When I did finally get in touch with someone to inquire on when to expect our door (since we were already charged…).
I was told that the doors are on “back order” and would not even ship until late Aug to early Sept 2005! We placed our order, and were charged for the order in Jan 2005! I can not believe they expect us to accept a charge that soon before delivery! And to not update their website, or contact their customers, or update the link to your order to show this LARGE time delay is UNACCEPTABLE! There are many other companies that make these pet doors, and searching through GOOGLE, you will find the links. I would recommend steering clear of this company as they have the worst customer service I have seen. Also, if you have any doubts or questions, get an extension for a sales rep when you place your order, since getting through the “customer service” is impossible.
Chris of Centennial CO (01/11/06)
I purchased an electronic door from High Tech in October of 2003. After severerl complaints about the collars not working and the door breaking, I sent back the door for replacement. This was in September of 2004. It is now January 2006, and I still have no door. Every time I call, they say that they are expecting a shipment in the next few weeks. They have been saying this for 15 months.
I just found an article from the Ventura County District Attorneys office saying they had filed a lawsuit against this company for just this sort of thing.
Had a hole cut in the wall of the house to allow for the door. It is now patched to close the hole. New carpet is destroyed because the dogs were used to going outside, and were not able to.
Nicole of Chester VA (01/09/06)
We originally purchased our electronic dog door in June 2005. The original door we received had a lot of problems such as not opening when the dog approached; not closing after the dog came back in, opening when the dog was no where near the door. After calling the company several times we were instructed to send the door back.We sent that door back in August, after waiting 4 weeks we received the same “fixed” door. Now only 2 months later the door does not close at all unless you disconnect the power. I came home after being out of town for 4 days to find my dog door open, and the dog was with us out of town.
I have other animals that do not go outside. I can not risk my cat getting out of the house or the door staying open so that other animals can come in. I find it ridiculous that I have to remove the door from the side of my house and pay to send it back a second time. There is clearly a problem with the design of the door. I’m not at all happy with my product. I expect the company to come up with a resolution that satisfies me as their customer other than take it out and send it back and wait 4 weeks only to receive the same door. I sent an email to the company on November 20th since I can never get anyone on the phone. They have yet to respond to my e-mail.
Salomon of Dallas TX (12/14/05)
The customer service at this company is terrible. For all of their rhetoric, it is essentially impossible to get to speak to a live person and get complaints answered.
Nikki of Woodbine NJ (11/28/05)
We installed the Power Pet Automatic Pet Door mid September. Door did not open from inside. Contacted company & they sent a new sensor which we installed. A few days later, door stopped working totally. Contacted company (not an easy task to get a human) & was advised by Liz to return the door and that they would need to have it for 2 days, then would return it to us.
Federal Express delivered the door to High Tech Pets on 10/31/05. I contacted Co. again on 11/8 & was told by Liz that the repair dept. got the door on 11/4. When I told her that Fed. Ex confirmed delivery on 10/31, she stated again that the repair dept. did not get it until 11/4 and that it would be repaired and shipped out to us on 11/10 or 11/11. She also stated that I would receive an email or phone call with a tracking number. I have not heard anything since. I've tried calling, their Customer Service person is not in on Tuesdays & Thursdays, but still have not gotten a return call. In Fact, the voice mail message state that they will return the call at their "earliest convenience."
I also left a voice mail message with the president of the company but have not received a call back. My emails generate an automatic response which states that they will get back to me in "3 to 4 days," but these have not been followed through on either. My order amounted to $383.18.
John of Overland Park KS (10/27/05)
I recieved defective merchandise, sent it back, then recieved a second product that was defective. I sent it back as well. They promised a refund, but have not done do. I call frequently, but only get a recording. No one calls me back or e-mails me. I am out of pocket $482.52.
Mark of Niagara Falls Canada (10/05/05)
We purchased an electronic dog door from this so called company in March 2004. We had the door professionally installed in June 2004. It worked great for 3 months then it broke. After numerous phone calls we were sent the part which I installed myself. The door worked for approximately 6 months until it stopped working in January 2005(still under warranty).
Now the fun begins, after dozens of calls ( the same women answered a few times) I was constantly sent to filled voice mail boxes, never a message returned or put on hold for 28 minutes, then called back and they would not answer the phone (during working hours). Finally, I talked to someone in tech support and she refused to fix the door under warranty. In September 2005, we spent $60.00 to send the door back for repair plus a $75.00 refurbishment fee. We received the door back 2 weeks later and suprisingly the door was never fixed.
Someone took some windex and clean it a bit and that was it. The door continues to automatically open and close for no reason at all. When the dog wants to go out it won't open. We have called our credit card company and disputed the $75.00 charge. We have also contacted the Better Business Bureau of the Tri-Counties in Santa Barabara, CA. They informed us were were the 316th complaint filed in the past 36 months. They only keep history for 36 months.
Dalton of Waterford MI (09/23/05)
I purchased an electronic dog door from them in January sent it back for repair.was under warranty for one year.They received it March 21st.It is now Sept.23 all inquires say two more weeks. As of today they say 2 more weeks. I have a large hole in the side of my house where the door was mounted.
Bryan of Seattle WA (09/13/05)
I placed the order for the HUMANE CONTAIN Pro-Series Super System July 7th, received it on July 14th. After opening the box and examining the system I decided it was not for me. I returned the order and with receipt conformation on July 23rd. I first tried emailing and that got me nothing. I found “For friendly customer service: Please call our main headquarters directly at (805) 644-1797 between the hours of 9:00 AM and 2:00 PM Pacific time” on the site so I tried that. When I called for “friendly customer service” all I got was rude receptionist, who kept dumping me into voicemail every time I tried to ask a question.
I could not believe what bad customer service I received. No call back EVER and the only person I can actually speak with is a receptionist who refuses to help me. I ask her who her supervisor was and she immediately hung up on me. All I want is my $209.92 back. Today is September 13th and I spent another lunch hour holding trying to reach someone about my refund. I’d like to add to this forum in hopes that other potential customers may research this company.
Melanie of Escondido CA (08/01/05)
Unable to obtain my overdue refund for returned product, despite written and verbal confirmations by the company that is has been credited.
Louis of Bloomfield NJ (07/02/05)
I purchased the electronic pet containment system. The first collar arrived with a dead battery, so I purchased a new one. After installation, the system worked only sporadically, so I called for tech support. I was told that "they are on vacation for two weeks" and "you should call back then." I insisted to speak with someone and they connected me to the owner, "Nick." He never returned numerouse calls or my e-mails. When I contacted the company in the time that tech support was back from vacation, I left messages and no calls were returned. Mind you, this was after being kept on hold for unreasonable amounts of time while I paid the long distance charges. I still have not received a reply from them, since the end of May 2005.
Kathleen of Kirkville NY (06/02/05)
I ordered a pet containment fence in November 2004. I cancelled the order due to the long delay in "back-order" shipping. When I received the order anyway, I returned it unopened. My MC was debited $104.41 which has never been refunded. I have tried since then to contact the company getting no reply. I am not in the position to dismiss $100+ lightly. Also, as with everyone, my time is precious and I don't wish to spend it trying to communicate with a wall.
Kathy of Russellville AR (05/18/05)
On 10/05/03, I ordered a model UG-320 Humane contain for our beagle puppy. My husband was called off to war in Iraq before we ever got to put it up. Then our dog was later stolen. We had no use for the system any more, and didn't want to keep it around and have paid for nothing. So, in Setember 2004, I contacted the company and explained the situation. I explained that it had never been used. I was told there was a year warranty on it and that if I returned it before it expired, I could receive a full refund.
So, I did immediately. Well, the holidays came and went, and I never received any response at all. I realized it afte the first of this year, and have been trying for months on end to get some sort of response besides a run around, which is all I seem to get. I returned the product to them as told then never recieved any response about it what so ever...not that this could not be done, that they couldn't refund my money, nor return of the system. Natta, nothing. Judging by the many complaints on this site about them, it looks like it wouldn't have worked even if we had used it.
Larry of Indianapolis IN (05/18/05)
I ordered a pet containment system on 10/28/05 for $180 that never worked. When I received the product I complained about it being an open box (used) product. There was no plastic fiim on the control box like the instructions said and the box was tore up inside. When I installed the wire and control box all it did was beep when I tested the collar. I called and they sent me another collar which I received on 11/13. It didn't work either they sent me another which I didn't received until 12/10.
Now its winter outside and I can't go out and train my dog to use it as it's too cold to put the cheap flags they sent into the ground. On 05/01/05 I put the flags into the ground and tried to train my dog but the control box doesn't work. I have yet to hear from anyone at the High Tech Pet Store. I know they sold me a used product. Now I have 2 dozen batteries that I bought with no other use.
Mandy of Sugar Grove OH (05/17/05)
I purchased an underground fence from them. This system worked for 6 mth and then the collar quit working. After trying to contact someone from there service department several times I was informed by email that I had to ship the collar to them and they in turn would get an new one to my in around 3 weeks. After five weeks I recieve my new collar and it does not work either. I have tried several times to contact them to get this issue resolved and they send to me everyones voice mail. I still have a system that does not work....
H.r. of Mullica Hill NJ (05/02/05)
Ordered a pet door, found door to be defective, call customer service and was told to return the door and a new one would be shipped out immediately. Upon follow up, the operator continously put me on hold or into a voice mailbox while I was speaking. I was finally told that "Kathy" was the only person who could help me and she was on vacation and nobody took her place." Several e-mails later I received and e-mail stating that Kathy will be on vacation for the next 6 week.
I will try to get my money back, but right now I have a 10x18 hole in my $3,000 front door.
Kristyann of Lititz PA (04/26/05)
I placed an order in August 2004 for an underground fence (HC-7000) with one collar to contain my dog. On February 9, 2005 I placed an order for a second collar to contain my new puppy. The original collar then broke. I received the wrong collar and called High Tech Pet. I was told the correct collar would be shipped and to hold on to the brioken original until I received a collar then return the original to be replaced. Also, I was billed for a more expensive collar. I was told a refund would be processed. I received a four foot long collar.
I again called. I was told two collars would be shipped and to return the defective ones upon receipt of the new collars. I received two collars that would not charge. I called again. I returned the collars. Since that time I have called numerous times and emailed numerous times. I receive canned responses to the emails that provide no information. I leave messages in those voice boxes that are not full, but I do not receive responses. They have my money. I do not have their product. I am stuck with an undergroung fence, without compatible collars that work, with two dogs that are not confidently contained. I have spent far to long on the phne and on the internet trying to get this company to behave like a responsible business. They will not respond.
Chris of Centennial CO (04/25/05)
I purchased an electronic door from High Tech in Oct 04. After having to buy new replacement collars three times, the cable on the door snapped in July, 05. They sent me a replacement cable. In September, the door stopped working totally. They had me send the door back for replacement. The door was recieved by High Tech in Oct 04. This is now the end of April, 05, and still no door. I have been able to reach a Kathy Smith a few times. When I do, she says that it will still be a while. I did get one email from her saying a door would be shipped out on 3/28/05, but when I called her today, I was told that they only send out one a day, and I was at least 40 down the pile. They will not refund my money paid ($300.00), nor do I have a door.
Since I have been without the door for 7 months, my dog has destroyed the carpet in my house. It was fairly new carpet, but now must be replaced.
David of Waukesha WI (04/15/05)
Ordered an underground fence system from them, via 2 day shipping. Package arrived with a defective transmitter unit. Numerous attempts to both email and call the company have not been replied to. I want the company to provide a new transmitter, and refund shipping charges.
Stephanie of Naples FL (04/11/05)
I ordered a product and needed it by a certain date. They told me it was available and charged my credit card. But actually they did not have it in stock. I cancelled my order and had proof of it. They sent it anyway, but it was too late. I called and sent it back and was told they would credit my account in full. Instead, they double charged me. And now, of course, their customer service line is not working. Double charged for a product I do not have.
Bobby of Cumming GA (04/04/05)
I am on my second multipurpose collar. The first went wacko and jusr about drove my dog and me crazy. the second one is doing the same and turning off at will. The battery test button has to be pushed it seems to get it to start working again. Now the collor will not charge at all. I had also purchased the sonic unit, but it has never worked with the second collar. I guess it and the multipurpose collar have been a huge waste of money. I would call and send it back, but the last time I called I stayed on hold for 30 minutes the first time and played telephone tag for a week before I got someone who just told me to send it back for a replace meant. After spending $12.50 to over 2nd day air it back, it took two weeks to get a replacement. I have been ultimately dosappointed with your product. Please have someone with some clout call me at 770-409-3960. I am not complete turned off yet, but no response will get me there.
My dog is scared to death and afrad to go in the yard, he just lays down.
Steve of Sykesville MD (04/01/05)
I ordered an electronic dog door from them in September 2004. Product worked great for the first three months. The door no longer works. I shipped it back to them the first week of Feb. 2005. Still have not gotten my new door. I email them once a week. Every week they tell me next week. Cannot reach anyone by telephone. Usally get put on hold for 15-20 minutes only to leave a voice mai. No one ever returns the calls. Very slow to respond to emails. Usally 48 hrs to a week. The worst customer support i have ever seen!
The door cost $300 + shipping. It cost me $50 to ship the broken door back. I have a had a hole in my wall for 10 weeks.
David of Dacula GA (03/28/05)
Ordered and received electronic dog door. I ordered 2 transmitters. Ordered in February 05 but not installed until March 14th. One transmitter went down and when I opened it to change battery the metal clip broke. Ordered two so I'd have a backup. One of the new ones didn't work at all-- it rained and then door stopped working. I tried calling company but their Customer Service is not available by phone. Sent email asking for refund and was told that if the door is exposed to rain it may not work until it dries out!!! This is not mentioned in the advertisement and makes it useless. The workmanship is poor and the use of ultrasonics that are not waterproof makes it criminal in my opinion.
I ordered a different door from another manufacturer using different technology. I'm out the money for this because they wouldn't even address my request for refund.
Michael of Scottsdale AZ (03/17/05)
Ordered the Power-Pet2 from them on Feb 15th. Received an e-mail from their customer service a couple of days later stating it would be 4 to 6 weeks for delivery. I was a little shocked since their web site claims that all items listed were IN STOCK! Funny part is that my debit card charge was already processed. When I contacted them back to cancel the order, I was told that they would expedite the item and I should see it soon. Received the item on Feb 25th. Looked sturdy enough. Installed it and found that when powered the door opens and never closes (defective). Tried for a week to initiate contact with the company.
While they list a phone number, address, and e-mail on their web site, they appear to be the hardest people to actually track down. After several frustrating days (e-mails that bounced back because of full mailboxes, voice mailboxes rejected messages because they were full)... I did finally get a response from their tech support person - Kathy Smith via e-mail. Her response was pretty much, I could ship it back to them at my own expense and they'd fix it. I immediately picked up the phone and surprisingly got put through to Kathy and got a live person! She seemed indifferent to my concerns about the legitimacy of this transaction. She offered up a Fedex RMA to cover the costs of shipping it back to them. When I inquired about a replacement product, I was told that wasn't how they did things and that a new product is back ordered. Since removing the door is going to leave a gaping hole in the side of my house, I had no choice but to take her word that once they received the item, they would immediately replace the defective part and ship it right back to me. Returned product was received by them on 3/7/05. Waited until the following Tuesday 3/15/05 in the hopes that this would all sort itself out. Once Tuesday came and left, I began the contact cycle all over again with the same results (no answer, full voice mailbox). Finally reached a live person in customer service 3/17 and verified that they did indeed have my product return. I asked for a status and was told to talk to Kathy Smith. I told her never mind, just cancel the order and we'll call it even. This rep then stated that I'd have to take that up with Kathy and hung up on me! When I called back, I got the same person and she advised me that she filled out the refund paperwork and left it on Kathy's desk.. but that Kathy is out of town. I don't expect that they will willingly give back a dime at this point.
Jennifer of Highland Lakes NJ (02/15/05)
Ordered electronic patio pet door in July04, took months to receive item, was told it was on back order. Finally received item broken. Called Company was told they would replace it. waited months, continually was told they were on backorder. never received replacement. January 05 I told the company I wanted refund. They told me to send the door back they wuld not send me a return ticket. Cost me over $60.00 to return it. They received th door on January 27th. Today February 15th still no refund. No response from the company.
Cost to me for purchase price of the door $495.00 plus return shipping fee $60.00. they should have sent a return ticket for defective merechandise.
Scott of Fairfield CA (02/14/05)
I purchased a Pet Door from High Tech Pet Products. During the first year the door periodically malfunctioned, and required taking it apart and attempting to tweak the settings. During these malfunctions, we sometimes had pet messes to clean from our carpets. Following voicing my concern to them, they stated that devices such as this sometimes require adjustment. Finally after 14 months, and having to adjust the product weekly to get it to work, I sent the product back in December 2004.
When contacting the company, you only get Voice Mail, or unreplied to e-mail. After finally getting them to respond after repeated calls and e-mails they said to refurbish the door would be $75.00. Fine, they had no way to take a secure payment, and I refused to e-mail them my credit card information. So after 2 weeks of telephone tag, they sent me to a secure website. They took my $75 on December 17, 2004. They are not responding to e-mails and telephone calls asking when my door will arrive. Today is 2/14/2005.
Troy of Chesapeake VA (02/08/05)
In January of 2004, I ordered one of High Tech’s Pet Doors. After it arrived, I removed the old pet door and re-engineered the custom made hole in the exterior wall of my home and installed the new door. Initially it worked great, but then I started having problems with my dogs’ electronic collars. We complained and received replacements. Then in August the cable that operates the door broke. I returned the door (at my expense), as instructed, and was told by Marcella Vasquez to expect the replacement door in about 6 weeks. This was allegedly due to the doors being on back order, which confused me since according to their website they, “don’t have a middle man”, but I waited. Six weeks later, I wrote to check on my replacement door and was put off again. This went on…and on….and on, until the beginning of January 2005, when Marcella stopped responding.
Now I have someone new ignoring me (Kathy Smith) and it seems obvious that I have wasted my money, as I now see so many others have.
Trish of Hertford NC (02/03/05)
I purchased two bark collars. One worked, the other one didn't. I left an email message over a week ago and have gotten no response. The phone recording says you can't leave a message and just gives you the e-mail address. I don't know what to do to get my money back or to get an exchange.
I paid $150.19 for the two collars.
Heather of Spokane WA (01/28/05)
Back in October I ordered a dog containment fence and two collars. One of the collars seemed to work okay, but the other, even after charging it as instructed, did not provide much of a signal. Both of my dogs left my yard and one lost his collar, Even after numerous training sessions as instructed. I returned all portions of the fence, except the missing collar within 2 weeks of purchase. I recieved one phone call from the company and they said I would be notified by e-mail when the refund took place.....It's the end of January and I have not been refunded, nor have they been reachable via e-mail or phone. I will be contacting Consumer Affairs and the BBB about this terrible service and the $$$$ that was never refunded!
Rod of Chesnee SC (01/17/05)
I purchased a Humane Contain Model HC-7000 from their add on Yahoo. It advertised same day shipping but was put on back order and shipped a week later. I tried to get their customer service over and over for the technical assistance they advertise and got one voice mail returned once in two weeks. When the unit got here the transmitter was not the one advertised and either the collar, transmitter or both are defective. I am sending the unit back and will be disputing the payment on my credit card. Their policy is that you pay all shipping. I will be requesting, but knowing these guys don't expect much, that my shipping be returned because they sent the wrong unit and a defective one.
Laurie of Dana Point CA (01/13/05)
I ordered a Quick Fit dog door for my 15 year old dog, we just moved into our new home, 2 story and she could not use the stairs. When I ordered it, I was given the option of having 3 day delivery, for which I paid extra. The dog door did not show up in 3 days or even 10 days. When I called, I was put on hold forever, you canot talk to a real person, unless you are prepared | 
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