4/5

posted Jan-29-2008

"I purchased one of their Max Seal doors with 6 year warranty. After installing, I find that the security panel does not fit correctly and won't slide in and out of the door.

Moore pet doors is the manufacturer of Max Seal doors. They refused to honor the warranty. Will not offer a replacment door, or even just a replacment panel.

Stay as far away from this company as you can. I only wish I seen these reviews before I purchased from them.


UPDATE: After filling BBB complains, and posting these reviews, I received a phone call from the company offering to fix the problem.

I am glad they have stepped up and solved the problem for me, however I wich all the hassel wasn't needed in order for the resolution to take place.

Updated 2/23/2009 - I was contacted by a gentleman named David from this company. He was going through old customer problems/issues and wanted to make things right for customers with past problems. Apparently the manager I dealt with for the original problem is no longer there, and the company is going through old problems to resolve issues and improve their customer service. I have to say that David was a pleasure to deal with, he was understanding, helpful an concerned about my issues. He even offered to send me a set of replacement flaps for all the troubles. This company appears to be bending over backwards to turn over a new leaf on customer service, and I'm glad to hear it. I'm currently looking for a new home, and will be in the market for another dog door soon. Because of David's efforts to set things right, they have earned my trust and business back again.

Thanks David"

This review was modified by h2ojunkie on February 23 2009 11:09:09 AM

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1/5

posted Jan-19-2008

"The worst firm I have ever dealt with. I purchase at least 30 items per year online and this is the worst firm I have ever dealt with. I bought a dog door (Plexidor medium). I read the guarantee - 90 day total satisfaction at the manufacturers site. I then went back to a distributor - Moore Pet Doors (Moore Pet Supplies) to purchase. I got the door and hung it in the door opening but did not permanently attach it or screw it in. This was to test the door. My dogs would not use it due to the saloon style doors weight and the way they opened and closed. I wrote Moore pet supplies to get a RMA# to return and they advised that since I installed it, I could not return it. I explained that it was not installed and was new, unused condition with all packing materials. They said the 90 day manufaturer warranty did not apply to them as "the distributor"...so I was stuck with a $218.00 dog door. Their email's were condescending and sarcastic. I am in a service business and I was "wowed" in the "wrong way" by their service and backing of the products they sell. They deserve "0" rating.

061209 I just read their response toi my review and it is an outright lie. I never returned the door and I was never allowed an exception to return it later. I ended up selling the door on ebay for a loss. It was never installed just the box was opened to look at the door, I let the dog try to go thru the unistalled door and he would not, so I boxed it back up, no wear, no screws, not installed. How they could say it had signs of wear when I never returned it to them?? If I EVER had returned it, they would have the door and I would not have sold it for a loss on ebay. Their statement that I refused a complimentary return is a dead give away to the blatant and poorly crafted lie. UNBELIEVABLE! See the other similar complaints posted, there are several just like mine."

This review was modified by sfobayguy on June 13 2009 07:25:26 PM

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1/5

posted Jul-18-2007

"BEWARE!!! Order #104747 for Glass 72"Pet Panel door with infrared panel insert, placed online 3/27/07. I paid with my Credit Union Visa check card ending xx1292 for $285.95. Items were received 4/2 & 4/4 in two seperate pkgs. The door must be permanenty screwed into place and not removeable as I was told by the store clerk (David). My rental agreement does not allow such doors to be installed (fire hazard). On 4/16 (I was on vacation until 4/14) I went online to request an RMA, on 4/17 David from Moore sent me an email with RMA104747B-769. On 4/29 with the assistance from a friend I took the doors in their original pkging to UPS store 0240. The tracking numbers were 1z383R9V0338110811 (infrared door insert) and 1z382R9V0338112113 (72" glass door). Declared value for both was $300 total. Cost $39 to ship. Both pkg arrived at Moore Pets on/about 4/29. I sent David an email asking when I would receive a refund as they had rcvd the doors. I called everyday for 4 days. Then the warehouse mgr said someone had refused the shipment because the box on one of the pkgs looked damaged (smalled door). He said their policy is that they can not accept either package if one of the two appears damaged. So they sent the doors back to me. I received them back on 5/8 and the box of the smaller door did look in bad shape. But the contents were not damaged. I called UPS to complain about the poor state of my packages and they immediately filed a claim for the smaller infrared door. They told me their driver would pick up the larger door to be examined. On 5/10 the door was picked up. UPS has agreed to pay on the claim for the smaller door but will do nothing about the larger door (which they still have) as they say it is not damaged (which it isnt). Moore Pet supplies told me that they are sticking to their policy and will not take back the doors. I have no door and am now out at least $350. I emailed Scott Ritterling on 5/3 but he never responded. I do have all documentation and emails and will provide hard copies of all as you need. I have done everything I can to be fair and feel taken advantage of. I can not afford to lose this money. I regret having to file this claim but they left me no choice. I filed with BBB of MN, they won't do anything. UPS won't pay either."

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1/5

posted Oct-18-2006

"Ordered a patio dog door. Website states that items are shipped in 24 hours. Received email confirmation that order was placed immediately. Did not receive shipping information, and website showed the order as pending, so contacted the company after 6 days to find out status of order, as door was needed by a certain date. I was informed that the shipper had either lost or damaged the original order, and it would be reshipped. I was told i would be contacted with shipping details. Several days went by, website still showed order as "pending". I replied to the email i had received, asking that the order be canceled as it did not appear that it would be received by the time i required it. Got an immediate phone call back, stating that the order had shipped and providing tracking information. The door finally showed up with one day to spare before my deadline, and i was very excited. Unpacked it, only to find that the top corner was bent so badly that there was no way it could be installed. Contacted the company three times since then, asking that they arrange for a return and refund as i had to purchase a door locally. No response from the company, so i am now disputing the charges via my credit card. Overall, an absolutely miserable experience, and i recommend avoiding this retailer."

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