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High Tech Pet Store

2476 Palma Drive Ste A, Ventura, CA

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

Scott of Manchester, NH July 10, 2008

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 June 29, 2008

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.

Art of Tucson, AZ June 12, 2008

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 June 6, 2008

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 May 28, 2008

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.

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