Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the electronic pet door through Amazon on July 2023. Since their warranty is only 1 year, Amazon makes you deal with the company directly. This company has sold me a lemon electronic pet door product and refuses to take responsibility. The product broke down after a year from a purchase date. Upon reaching out to them, they explained that I have to purchase a new main circuit board, which I did. After one week, the door malfunctioned again and stopped working. Upon reaching out to them, they sent me a replacement board. After one month, the door malfunctioned again and stopped working. How can they sell a product that breaks every couple of months and not have accountability? Their customer service never answers the call and I have left numerous voice mails with no return calls. Have no idea where else to go. This is a $481 product and noone should repurchase another lemon product from these guys after the one year warranty is over because that is their aim. This is like purchasing an expensive car and since it runs out of warranty, throw it away and buy another one instead of trying to fix it. Case in point, NOONE should replace parts over and over after 1 year which I did purchase the parts as they recommended, and the replacement parts are broke again and again. Shows no matter what you do or how much you spend on parts, the product is still a lemon.

  Business Response

  Date: 02/07/2025

  Good Morning,
  
  I am sorry that you are having issues with your door.

  Every door will be different when parts need to be replaced within the door, due to wear and tear/ usage.
  I see from notes in our system that multiple representatives explained to you that you may need to replace the motor, as well. 
  When you called in the last time stating that the main circuit board you received was defective, the representative told you if the issue persists that it may be a dual issue and to try replacing the motor.
  
  Please note without your door physically being here for our technicians to work on we can not guarantee that troubleshooting over the phone or through email will resolve the issue, sometimes it is dual issues within the door.
  
  Here are your options that are offered to customers who are outside the 1 year warranty;

  You can purchase the part and replace it yourself

  Send the door into High Tech Pet Products facility to have the door refurbished, for a fee.

  Purchase a new door directly through hitecpet.com website (no third party sites), when you receive the new door send the old door back to High Tech Pet Products and receive a $100 refund for the old door because you purchased a new door directly.
  

  
  

  Customer Answer

  Date: 02/10/2025

  
  
  
  
  Complaint: 22910009
  
  
  
  I am rejecting this response because:

  ”it is broke, buy a new parts and/or a new product” is not a solution for a Lemon product.  This product was a Lemon.  That is the point you are not getting.
  
  
  
  Regards,
  
  
  
  K**** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 02/10/2025

  I understand that you believe the product is a lemon. You have had the product for almost 2 years, as I have explained to you through email, and phone conversations, every door will be different when parts may need to be replaced depending on the wear and tear/ usage of the door.

  Per our phone conversation on Friday, February 7, 2025 we are sending you out a replacement main circuit board free of charge.

  Customer Answer

  Date: 02/10/2025

  
  
  
  
  Complaint: 22910009
  
  
  
  I am rejecting this response because:

   because I have to purchase all other parts.  Lemon.  Just Lemon.

  
  
  
  Regards,
  
  
  
  K**** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the High Tech Pet PX-2 WiFi Power Pet Door, and 4 wifi collars in May. From the very beginning the wifi is spotty at best, but we are out in the country so I am willing to forgo my concern about that issue.
  However, my pets have been trapped on the wrong side of the door multiple times for no apparent reason (no power outage, no programming issues). This triggers panic amongst the dogs, that they’ve now caused tremendous damage to their dog area (chewed a hole through the door) because of getting locked in or out - and today’s case in 100 degree temperatures (the 2 locked inside were trapped in AC thankfully.) I have videos of the lock in, unfortunately I don’t think videos can be attached)
  MY ISSUE - I have reached out multiple times to their Customer Service Manager, who continues to state their policy to return the door in order to get a credit. My home will be left with an extra large hole in the side during the process, which I do not find acceptable for the high cost of this product. I have even offered to give my credit card information, so I could be charged if I did not return the product timely - just for them to release the replacement product proactively so I can avoid a hole in the side of my home while I wait. I only ask for the XL Armor door to be sent to me so I can install at the same time I remove this power door to return, and be credited for it. Now I cannot get a response from Heather the Customer Relations Manager.

  Business Response

  Date: 07/17/2024

  I am sorry that you are unsatisfied with the product. We would be more than happy to replace the WiFi Power Pet Door, since you are still within the one year warranty on the product, as stated in High Tech Pet Products policies.

  However, if you are wanting a different product, Armor Flex door, you will have to return the WiFi Power Pet Door first, to be issued store credit (since you are past the 90 day time frame for refund) to be used towards the purchase of the Armor Flex door.

  Customer Answer

  Date: 07/17/2024

  
  
  
  Complaint: 21998097
  
  
  
  I am rejecting this response because:

  
  
  
  
  Regards,
  
  
  
  A** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  My issue is it their return/exchange policy - the issue is the process to get an alternative product.  Leaving a gaping hole in my home from their previous product that is unreliable isn’t an acceptable option with 4 high energy dogs.

  I have offered to purchase the Armor pet door ahead of time, return their door when I receive the new door, then credit me once they receive my return.  This was not an acceptable option from the company. 

  I’m unsure why this option could not work - the only party that would be out more money during this process I am suggesting is me.

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 07/18/2024

  High Tech Pet Products understands your concern and are trying to work with you, we have offered you 2 options to rectify this situation for you.

  Refunds can only be issued on the same product purchased, and the product has to be returned within 90 days from the date of purchase. You can not purchase one product and then return a different product, that is out of the 90 day time frame, and get a refund for it.

  Since you are outside of the 90 day refund policy the WiFi Power Pet Door can not be returned for a refund. We have offered you store credit, Store credit is issued after the product is returned, all items must be checked in and accounted for. Once the store credit has been issued to you, you can then immediately use the store credit.

  Customer Answer

  Date: 07/18/2024

  
  
  
  
  Complaint: 21998097
  
  
  
  I am rejecting this response because:  I am unsure why two options - both that leave me at risk, not the company - are not being entertained.  Leaving the opening into my home covered by a board until a replacement/exchange product is not an option, as we work for a living and the dogs have to have access.  I am not satisfied with this outcome, but instead of continuing to waste more of my time discussing with a company that cannot recognize the concern of the customer, nor will work with an option that will cost me if I do not comply isn't going anywhere, I am abandoning this and replacing with another company's product.  I have read the reviews on the Pet Armor door, and it appears customers have issues with it breaking not long after initial install.  If that happens to me, and replacing is this difficult, I definitely don't want a repeat performance of this experience.
  
  
  
  Regards,
  
  
  
  A** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My problem is that this company is charging $37.00 shipping for 2 batteries that cost $13.99. Are they nuts? I have ordered these batteries many times before to fit my Dog Door collar and was always shocked that they charged $17.00 to mail them to me. But now....to charge $37.00????? That is robbery as the batteries are not available anywhere else.

  Business Response

  Date: 11/27/2023

  Good Morning,

  Please contact High Tech Pet Products regarding the shipping cost, we may be able to assist in adjusting the shipping cost depending on the exact order that you are trying to place.

  ###-###-#### Monday - Friday, 6:30am - 4pm PST

• Initial Complaint

  Date:09/20/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 5th of Sept and received a few week later. Ordered the WiFi model to have features advertised as the door usage report and text feature when dog goes outside or comes inside. None of these features are working nor does it say they are under maintenance on website. They told me that they are aware of this issue (then why don’t they say that on website prior to purchase) they do not have a timeline as to when this will be fixed but has been ongoing for over 6 months based off other complaints from customers who purchased this door. I’m seeking a refund of $100 for difference in price from non WiFi model to WiFi I purchased. I have reached out to high tech pet and requested this but was told they would send me the non WiFi model and have me return the WiFi. The problem with that is I have already spent 4 hours cutting a hole in my wall and sealed up the exterior with caulking before I found out the WiFi features are not operational. My concern is that this feature will never work as advertised on their website when I paid for a product that they knew didn’t work. This is false advertising.

  Business Response

  Date: 09/20/2023

  Good Morning,

  High Tech Pet Products took down the history and notifications as key features on their website in the beginning of August 2023. All other features, such as remote-control access and timers work within the app.
  High Tech Pet Products app team is currently working to get these issues resolved. Unfortunately, High Tech Pet Products cannot provide an ETA without a resolution to the bug in the app. Once High Tech Pet Products has any updates to the history/ notification issue they will be informing their customers.

  Customer Answer

  Date: 09/20/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20626605, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  J** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought the High Tech Pet Wi-Fi Dog door in August 2022 for $800!
  Door DID work on immediate set-up, for about 1.5-2months.
  I upgraded my internet to 5G, but bc the Wi-Fi door only works on 2.4ghz- I didn't hours with Verizon splitting my 5G router into 2 bands. And additionally purchased another 2.4ghz router for $100 bc door still did not connect.
  Found reviews online about the company's server being down for almost a year, and that the Wi-Fi capability is not working bc of that- bc I've tried everything else and only possible issue is the actual door and it's connectivity to a server.
  Have called the company numerous times, left messages and gotten zero response. My 1 year warranty is up in august- and per their site- defective products within a year can be replaced with new ones. Even though the same door will still not work and they're knowingly still selling it!

  Business Response

  Date: 06/27/2023

  Good Morning,
  I am very sorry if you have not received a return call.
  If you are still within the 1 year warranty we would be more than happy to send you a replacement door, please email a copy of your proof of purchase (showing the date of purchase and item purchased) along with your shipping address, contact telephone number and a brief note stating you need a replacement door to [email protected].

  The server for the WiFi Power Pet Door is operational and functioning.

• Initial Complaint

  Date:05/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of HTP for about 9 years. Up until about 4 years ago I would receive responses when calling their main number. In my family we have purchased over $3k worth of products from them. This last year I have had to call for service of my $600 WiFi dog door on several occasions, one of the issues with not being able to connect to WIFI being the biggest. I have called 5 times in the last month with ZERO response. I don't know who can assist me but I need my door fixed. I have emailed the CEO, no response. I have called, no response. The door is great, when it works. I would like to have someone call me and help me with a solution.

  Business Response

  Date: 05/19/2023

  I am sorry you have not been able to reach anyone when you have called. Please be aware we are not a giant corporation; we try to get back to everyone in a timely manner. If you are unable to reach us by phone, you can also send an email to [email protected].

  Regarding the connection with the WiFi Power Pet Door, connection can take a few minutes to connect, it is not an immediate connection. If the door will not connect at all, I would highly recommend doing a hard reset on the door, this will typically resolve customers not being able to connect.

  I will also send these instructions to you via email and call you later today.

   WiFi Door Reset

  
  

  Step 1. Under my doors on the app, verify there are no
  doors under doors I own. If there is please remove the door before
  continuing. (Click on MY DOORS, click on the pet door
  name, on the EDIT DOOR page click the 3 BLACK DOTS
  in the upper right hand corner, select REMOVE DOOR.)
  
  

  
  

  Step 2. Confirm Bluetooth is on (not connected to any
  other Bluetooth device) and your phone is connected to the
  2.4G WiFi you will be connecting the door to (the door can not
  connect to 5G)

  
  

  Step 3. Remove the back up battery if one is installed.

  
  

  Step 4. With the door powered only by the AC Adapter, hold
  down the ON/OFF, OPEN, AUTO/TIMER  (3 buttons together) at
  the same time for roughly 20 seconds, the lights will blink while
  the door is resetting.

  
  

  Step 5. Unplug the AC adapter for 10 seconds

  
  

  Step 6. In the app under my doors, press the plus
  sign and scan for the door using Bluetooth. Once you are brought
  to the WiFi set up page, use the scroll menu to find your WiFi
  name and enter your password.

  
  

  Step 7. On the edit door page set your settings for your
  new WiFi Power Pet Door.

  
  

  Step 8. Enjoy your new door!

• Initial Complaint

  Date:12/01/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pet collar just before Thanksgiving to be overnighte. We paid for overnight. It did not arrive until the afternoon two days later. I want a full refund for shipping and the collar. I have tried calling multiple times with no answer. I also sent an email. No response.

  Business Response

  Date: 12/01/2022

  Good Afternoon,

  Your order was placed on Wednesday, November 23, 2022 and was shipped out the same day. The next day Thursday, November 24, 2022 was Thanksgiving (ie FedEx, UPS, USPS do not deliver) The package was delivered on Friday, November 25, 2022. I have provided a copy of the tracking information from FedEx.

  Customer Answer

  Date: 12/01/2022

  
  
  
  
  I am rejecting this response because the company website stated it was overnight.   They have not responded directly to my communications even to return the collar.  If it was not going to be overnighted their website should have stated that or someone from the company should have called me directly.  This was false advertisement on your website.  I still want my refund.  With no full refund it will remain unresolved and I will continue to reject this through the BBB.  This is bad customer service overall because a customer cannot even contact this company directly to dispute.
  
  
  
  Regards,
  
  
  
  D**** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a wifi dog door from high tech pet on 12/21/21. The wifi door had issues from the date of its arrival. It randomly disconnects from the app and the sensor does not detect the dog collars. They have a one year warranty that states that they will repair or replace a door at no cost for 1 year. The customer service rep lied to me repeatedly about the warranty being 90 days and I had to physically read the warranty to her. She finally agreed to let me exchange the door. I asked her if I could exchange it for a bigger door and I would pay the difference. (My dog had two surgeries in the last year and she isnt moving like she used to.) She refused and then again relented when I told her no where does their warranty state that the door could not be exchanged for another door. Then she clarified to me there would be no warranty on the new door. I told her that was ridiculous because I was returning the door because it malfunctions and would be paying a difference. She got loud with me and I asked to speak to a superior. She then straight hung up on me. I called back and went to their voicemail.

  Business Response

  Date: 01/31/2023

  Good Morning

  As it clearly states on High Tech Pet Products website, you have a 1 year warranty on the product you purchased if the product is defective High Tech Pet Products will replace the defective product. You have 90 days from the date of purchase to return an order for a refund. We do not offer exchanges/ upgrades on products.

  However, it looks like High Tech Pet Products did authorize you to return the product and exchange it for the larger size door this one time. Order #518730

• Initial Complaint

  Date:10/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The products do not work/quit working shortly after use. This would be ok if they stood behind the product but they only give you a 1 year Warrenty from the date of purchase. They refuse to refund even after going on my 3rd collar in 5 months of usage. Along with this other products I’ve purchased stop working as well/don’t work with the collars. I currently have invested over $1,000 in equipment from this company and did permanent damage to my house to use their dog door and non of it really works that well if it works at all.

  Business Response

  Date: 10/03/2022

  Mr O****** contact HTPP on September 27, 2022 explaining his collar had malfunctioned and wanted the collar replaced and a refund issued. The representative explained a refund can not be issued, since the original purchase was on November 13, 2021. As stated on the website, HTPP only has 90 days from the date of purchase to issue a refund.

  High Tech Pet Products has replaced the collar and also provided the customer with an alternative bark collar, free of charge, for his pet since he is having so many issues with the previous collar.