Customer reviews from PetSafe
PetSafe - SmartDoor Connected Pet Door, Dog and Cat, Selective Entry and Exit, App Enabled Pet Door, Smartphone Controlled, Medium - White
Average customer rating
4
(96 Reviews)
Rating breakdown 96 reviews
5 Stars
58
4 Stars
10
3 Stars
10
2 Stars
7
1 Star
11
78%of customers recommend this product.
(
64 out of
82)
Customer Reviews for PetSafe - SmartDoor Connected Pet Door, Dog and Cat, Selective Entry and Exit, App Enabled Pet Door, Smartphone Controlled, Medium - White
Customer Rating
2
Eats batteries and constantly malfunctions
on November 15, 2023
Posted by: DisappointedInColorado
from Colorado
Gender:Male
Since purchasing this door in early 2023 I have had it replaced two times for different issues. During the initial installation, I had a lot of trouble getting the physical device to connect to their servers. It took several tries before it was successful. As you'll read below, I needed to reset the device multiple times throughout my ownership, and this connection issue repeated itself every time I was running through the setup. The first issue I encountered after the initial setup was that the door would drop connection to my network, and that was remedied after several months through a firmware update. During that initial issue I worked with customer service to get a replacement with hopes that the problem was specific to my door, which turned out to not be the case. I mostly kept the batteries out of the door during this time and the dogs were able to just come and go as they would through any dog door.
Once the firmware update was completed, the door was able to maintain a connection to my network, but it started giving me false low / dead battery warnings. Every time this happened, it would disconnect from the network (same result, different cause). Removing the batteries and popping them back in would generally get it working again for a few hours, but the same issue would return. To test whether the batteries were actually draining, I left them in the door for a few days and found they were completely dead in about 4 days. Keep in mind that the door wasn't locking and unlocking during this time - I just had it set to full access so the dogs could come and go freely.
I was sent me a third door, again assuming that it was the hardware on my end causing the issue. The same issue has happened again. The way I operate the door now is that I leave it unlocked with the batteries pulled full time. If we are going away for a few days and the dogs are not going to be home, I put the batteries in, manually lock it, then pull them back out.
I've never been able to even try any of the smart features given the other issues I've had, so I don't have good experience to comment on with those. My only take is that it does take the presence of the tag within a few inches of the door for a few seconds for it to unlock. So if your dogs are used to a normal dog door and just bang through it at full speed, they are going to take a few lumps along the way while they learn some patience. I was offered a fourth door, which I refused.
If you're in a position to use the power adapter with the door, this might work for you. But I never intended to do so, and the location where this door exists makes using an adapter impossible without having the cord run in front of the door opening. I don't know if I'd have the same or similar issues if I had gone that route.
If you're considering this product, test it thoroughly before you go cutting holes in your wall or in an exterior door. And read through the reviews - I'm not the only one that has had pretty serious issues.
I can't recommend this product given my experience.
No, I would not recommend this to a friend.
Written by a customer while visiting PetSafe
Customer Rating
4
WPA2 Internet Required!!
on November 9, 2023
Posted by: jedipetey
from Boulder, CO
Gender:Female
Warning! if you use WPA3 security for internet, this door WILL NOT work. Nowhere in the setup docs or online seems to have this information. You must have or change to WPA2 security on your internet router. Other than that, it does work. It takes the dogs a bit to get used to the delay in the door unlocking, but that's just a training issue.
Written by a customer while visiting PetSafe
Customer Rating
1
It does not really work
on October 5, 2023
Posted by: Javier P.
from Tennesse
Gender:Male
It might be the door I received, but my cat can't get it open.
The cat has his full head pushing the door, and the door does not detect his key or chip. I have to manually open it for him to use...which defeat the purpose of having a "Smart" door
No, I would not recommend this to a friend.
Response from PetSafeBy PetSafe® Product Support, PetSafe® Product Support, October 5, 2023
We're sorry to hear you and your cat have had this issue, Javier! So that we can troubleshoot with you and discover why your door may not be sensing your cat's key or chip, please contact our Customer Care team! Our number is 1-800-732-2677, and our hours are Monday through Friday 8 A.M.- 7 P.M. EST.
Written by a customer while visiting PetSafe
Customer Rating
2
Smart door easy to install but needs tweaks
on September 25, 2023
Posted by: Michelle in Cali
from sunny California
Gender:Female
We upgraded because we needed an electronic option to exclude the kittens from getting outside. My 8 yr old aussie has had a dog door (double flaps) most of his life so he's a pro with them. The installation for the SmartDoor was a breeze mainly because we were swapping out an old dog door for this one, but the existing hole we needed to enlarge by an inch. Since installation of the SmartDoor, here's some issues we've noted that we are having a hard time overcoming:
1. When my aussie walks up to the door, the key is still trying to talk to the door (proximity is like 12 inches), so there's a delay of 1 or 2 seconds, so when he pushes the door its still locked. The proximity of the key to when it unlocks needs to be farther away (3'- 4') or at least adjustable so when a dog is walking towards the door the unit can unlock before he gets there. He doesn't understand the delay, so I'm trying everything I can to get him to associate the sound with it being unlocked. Maybe he's dopey (not deaf), but he's not understanding the sound. Maybe if there was visual queue, that would help.
2. This door will not blast open from the wind, which is good, the magnets are strong. But even in unlock mode, the strength to overcome the magnets almost feel like the door is locked. My dog is 55 lbs and although this may get better, the training videos don't give good guidance on this. When you put the door in SmartMode, the magnets feel even stronger or maybe it's the timing issue as above that feels like it takes more strength to open the door, but it feels still locked.
3. I don't quite understand why the ac adaptor doesn't come standard with the purchase. This shouldn't be considered an accessory, if the unit can work via a cord, include it.
Utilizing the My PetSafe app is easy and straightforward which is a plus.
Overall, the purpose of the purchase is to have a useful lockable door that the dog will use. The jury is out but after 3-4 days, the unlock feature is fine, but the smart part of the door isn't working very well.
Response from PetSafeBy PetSafe®, Product Support, September 27, 2023
Thank you so much for providing your feedback and sharing your experience with us, Michelle. We would love the opportunity to discuss these matters with you further. When you can, please reach out to our Customer Care team directly at 1-866-738-4379.
Written by a customer while visiting PetSafe
Customer Rating
5
The best dog door!
on May 22, 2023
Posted by: Mahaly
from Utah
Gender:Female
[This review was collected as part of a promotion.] This door is amazing! We love how convenient it is. If you have a puppy, please get yourself one! You can create schedules and let your pups in and out all from your phone!
I would recommend this to a friend!
Response from PetSafeBy PetSafe®, Customer Care , May 22, 2023
Thank you so much for sharing your experience! We are so happy to hear how much you and your pup enjoy the door!
Written by a customer while visiting PetSafe
Posted by: Teran M
from Wyoming
Gender:Female
Verified Purchase:Yes
Amazing! I have a cat door in my basement where 3 cats come and go. It is nice to know that they can still enjoy freedom without any weirdos soming in. I also think the weight of the door (not heavy, just heavier than a flap) is deterring them from bringing in gifts! Bonus! I also like how when all 3 are in I can lock from phone. Super handy with rain or snow storms!
I would recommend this to a friend!
Response from PetSafeBy PetSafe, Customer Care, May 17, 2023
We're so glad to hear that this door has been a great addition to your home, Teran! Thank you for sharing your experience with us.
Written by a customer while visiting PetSafe
Customer Rating
3
The large is too large to fit through a wall
on May 14, 2023
Posted by: Michael C
from Greensboro, NC
Gender:Male
I bought this to replace an aging dog door from our mud room to the outside. Unfortunately, the medium was too small for our range of pets, and the large is not designed to fit through the standard distance between wall studs.
The product seems to be targeted towards doors, but all of the doors to the back yard are glass and have storm doors as well. Besides, I've already got a perfectly sized dog door, although it's just a plain 'ol door and I was really looking forward to the remote control.
I would recommend this to a friend!
Response from PetSafeBy PetSafe®, Customer Care , May 15, 2023
Thank you for reaching out with your feedback. It may be beneficial to speak with one of our customer care representatives in this situation. You can reach out to our team at 1-866-738-4379 Monday - Friday 8am -7pm EST.
Written by a customer while visiting PetSafe
Customer Rating
1
This will not work
on May 5, 2023
Posted by: Pet door pros
from Dallas Texas
Gender:Male
I install and Tran dogs for a living . I do t know about the small door but the large door doesn’t work . I would never recommend this to my customers . My dogs walk up to the door push on it and it doesn’t unlock they walk away and then it unlocked. Poorly designed. And a huge waste of money.
No, I would not recommend this to a friend.
Response from PetSafeBy PetSafe®, Customer Care , May 5, 2023
We are sorry to hear you are having this issue with your pups door. Our team would be more than happy to assist you with this. If you would like you can reach out to our team at 1-800-732-2677 Monday - Friday 8am - 7pm ESY
Written by a customer while visiting PetSafe