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Business Profile

Reptiles

Custom Reptile Habitats

This business is NOT BBB Accredited.

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This business has 3 alerts

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Complaints

Customer Complaints Summary

  • 66 total complaints in the last 3 years.
  • 64 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/23/2024

    Type:Product Issues
    Status:
    Unanswered
    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 placed an order on March 22nd 2024 for an Evolution 4 spacer. In July I inquired as to its status and was told it would ship any week. I reached out to the company on November 27th to cancel the order and have not received a refund. The company has now taken down their website and phone number. A company, Maximum Reptiles, that was once a partner of theirs now sells the exact same products that I had ordered. Not sure what exactly is happening but I know that I have been waiting since March and do not have my money nor product and a company that no longer has a serviceable website has my money.

  • Initial Complaint

    Date:12/19/2024

    Type:Product Issues
    Status:
    Unanswered
    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 placed an order with this company on April 5, 2024. The website said it would take 8-10 weeks for them to ship the 4 pvc enclosures I ordered. I emailed them on June 14th asking for an update on my order status and they replied saying that they were experiencing supply chain issues but that they had my order for processing. I emailed them again on August 27th asking for an update and they responded on the 28th saying that they were still working through delays and don't have an update for me. I think emailed them again on October 10th asking for an update and they responded saying that they expected to have my order ready in November. I emailed them on November 30th asking for an update since I still had not received my order or an update and got no response. I then emailed them again on December 5th and got no response. I emailed again on December 16th and got no response. I just tried to call them today and when I called it would instantly disconnect and the call would not go through. I spent almost $1,800 with this company and now have nothing to show from it and my animals are in desperate need of their upgraded enclosures.

  • Initial Complaint

    Date:12/19/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Ordered an enclosure online for $568.55, May 22,2024. Website did not list wait time, did not state delay in production. After a few weeks, website stated 8-10 weeks for production, then shipping. On 7/24/24, I emailed company asking for update. Received reply stating issues with receiving shipments and delays with parts, stated should be soon. I checked website for updates but never received. On 10/17/24, I emailed again and received a reply stating they were working on it and estimated November delivery. I did not receive. I emailed 12/7/24, apologizing but stated I wanted to cancel my order and receive refund as I never received the enclosure. No reply from company. On 12/10/24 I emailed again; again no reply from company. On 12/12/24, I called ************** and stated my emails, lack of reply, wanting refund, giving amount, order number and date. Gave my phone number for call back. I did not receive reply. I tried calling again today but the phone number is no longer in service.
    I have emailed them again this evening a last request stating I would like to avoid small claims court and to please respond to my inquiries and refund me for a purchase that was never fulfilled.

    I ordered from this company originally as they were endorsed by a well known company, Snake Discovery.

    I would not recommend the business Custom Reptile Habitats as I am not finding them reliable or trustworthy.

  • Initial Complaint

    Date:12/16/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Ordered 7/8/24 kept getting told that the product would be a few more weeks and every time I’d email to enquire they would tell me a little longer. Finally on 11/20/24 I requested a refund. I have yet to receive it and now they won’t answer emails and they have disconnected the phone.

  • Initial Complaint

    Date:12/16/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Ordered a unit on July 16, said est delivery was October, waited till October and nothing, even waited till November 26th to ask them when they would ship they said hopefully January, ultimately had to cancel order because as with animals welfare you can't just wait, I gave them 10 business days to refund and nothing now there phone number is removed off facebook and haven't reached out to my inquiry on their website nor answer my other emails.

  • Initial Complaint

    Date:12/13/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Order was placed in April 2024, product never provided in September they offered a refund, but refund never happened. Many emails have been sent to them with no reply and still no refund issued and now over 8 months they are holding the money! That is theft. Order # ***** please help me get a refund.

  • Initial Complaint

    Date:12/09/2024

    Type:Product Issues
    Status:
    Unanswered
    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 2 enclosures costing 1459.48 dollars from them on March 15th 2024 and never received them despite constantly being told it would arrive every month I asked. On October 23 I requested a refund because I knew at this point I would never receive them. I was told 10 days and it has now been over a month. I have been in contact with them back and forth but recently they have stopped responding and I can’t afford to wait any longer.

  • Initial Complaint

    Date:12/09/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Custom Reptile Habitiats. Placed order for reptile enclosure Wednesday May 15 2024 for $2,557.20. Estimated delivery 8-10 weeks. Contacted company via email throughout the summer of 2024 with replies each time. May25, reply May 28. July 16, reply July 17. Aug 15, reply aug 15. Sep12, reply sept 13. Oct 30, reply Oct 31. Last correspondence from company was Nov 1. Promised that our enclosure was going into production late November and ship early December. Since December 1 no reply has been received form company. No return phone calls. Website is down. Found multiple complaints about company on Reddit and BBB website. I am attaching receipt and screenshots of email chain. Our bank is unable to dispute charge due to elapsed time. Company may be operating as ******* ******* now. Company owner may be **** ********

  • Initial Complaint

    Date:12/09/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    On April 3, 2024, I placed an order for two custom reptile enclosures for a total of $1,371.00. At the time I placed the order, the company's website showed that the wait time would be 4-6 weeks. After 10 weeks, I reached out to ask about my order and was told it would be just a few more weeks. This went on until they finally said they didn't know when they would get it because of a shipping delay but that I was practically next in line for my enclosure when the shipment arrived. After waiting and being strung along, I finally began the refund process on September 19, 2024, beginning with just one enclosure. On September 24, 2024, I asked them to refund the second enclosure I ordered, as well. They promised a full refund. It is now December 2, 2024, and I have not received my refund, even though they said that most refunds were processed within 10 days. I began to get worried I'd never get my money back, so I attempted to initiate a chargeback with my bank, but was denied due to it being outside of their merchant chargeback dispute window and due to the merchant not specifying that they would refund me to my credit card. As of this moment, the business has not returned my emails asking about my refund, nor have they given me my money back. I just want a refund so that I can give my animals the enclosures they deserve.

  • Initial Complaint

    Date:12/05/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    paid for a customer enclosure on 8/5/24 and was told it would deliver in 8 to 10 weeks.
    followed up with the company and was then told it would deliver in November
    followed up with the company in november and was told delivery was in january, I then canceled it on November 11th and was told i would receive a refund in 10 business days. I was given several responses stating that they were working on refunds and were behind. I have all email correspondences and have filed every complaint and dispute. Now the company will not answer any emails and the phone is disconnected. Its December 5th and i have no product and no refund.

Custom Reptile Habitats is NOT a BBB Accredited Business.

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