Business ProfileforHigh Tech Pet Products, Inc.

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.