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:09/20/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 habitat from Custom Reptile Habitat. The order was taking forever and they kept coming up with excuses. I finally canceled my order. They promised a refund within 10 business days. It has been 17 days and they still just keep giving me excuses. They won’t take my calls and they won’t return calls or messages. I have know choice but to wonder if this is a scam. I literally just want my refund. They never even started building it. They’re telling people they’re waiting on parts but waiting on the same part for months. I don’t believe them. And then they told me my refund was late and would be issued in the next week but it wasn’t and now they are ghosting me.

• Initial Complaint

  Date:09/19/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On June 1st I purchased 2 custom reptiles 4x2x2 enclosures for a total of $815. The delivery time upon purchase was 8-10 weeks. On week 11 I emailed for a status update and they replied that the supplies were out of stock and they had no estimated delivery date. I proceeded to wait another two weeks and ask for a refund. At that time I was told I would receive a refund in 7 to 10 business days. I waited 14 days emailed back and was told that because the refund queue was so large they would get to my refund whenever they were able to. I have emailed several more times requesting a time frame on when I will receive my refund and I am now receiving no responses to my emails at all and I have yet to receive a refund.

• Initial Complaint

  Date:09/18/2024

  Type:Delivery 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.

  I placed my order on 03/14/2024. When I ordered the website said that anticipated ship time was 8-10 weeks. In April I added some accessories to the order, but I was already waiting for the main product, so I was not concerned about that. In June I checked in after 12 weeks and was told that there were supply chain delays and that they did not know when my order would be done. In July I checked in again and they were still experiencing delays. I checked again in August and they were still having supply chain delays and that my order was one of the next in line to be completed. In September after nearly 27 weeks, far longer than originally advertised, they said it wouldn't be until Mid-October at the earliest and that there were parts of my order that would still take even longer to complete. I had to cancel the order and request a refund which I still haven't received after a week. My total was over $1700 and at this point I don't know if I will ever receive the refund.

  Business Response

  Date: 09/24/2024

  Hello, we have had some lengthy delays over our average ship times this year and we do sincerely apologize to our customers for these delays. We do regularly update our estimated ship times which do vary seasonally and because delays are still quite common within our industry, we intentionally do not advertise any specific dates.       
  
  As for shutting down our operations, we do have hundreds of orders at any given time and we literally ship out thousands of orders each year and so we cannot just shut down our business to reduce our wait times as this would in fact, have the opposite result. Thankfully we do have hundreds of wonderful customers that do understand that delays can and do happen, and are happy to wait for their custom built orders.  
  
  As for the refund, Mr. ****** contractually agreed to allow for 10 business days for any refunds when he placed his order. Instead of allowing this short period of time for us to process this refund, Mr. ****** chose to leave many defamatory messages across many social media posts, on our company's social media pages, and on other companies social media pages. This is in addition to countless harassing calls and emails as well as directly sending derogatory messages to other companies and individuals that we have done business with.
  
  At this time, this serious matter is with our attorneys and they will be in touch with Mr. ****** in due course.  
  

  Customer Answer

  Date: 09/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The business continues to not send my refund and refuses to explain why it has not been sent. It is my right as a consumer to post my experience with the business to whomever I'd like and wherever I'd like. Rather than addressing my concerns and explaining why my refund has not been sent they would rather just ignore me which isn't making things any better. The fact that they would rather consult with a legal team rather than issue my refund tells you all you need to know. I still have not received my refund, nor any explanation as to why they haven't processed my refund. All I want is my refund and they are still kicking the ball around on that. Issue my refund and you'll never hear from me again, but until I have been refunded, I am going to continue to share my negative experience with any and all social media pages I choose. This business has horrible business practices. Just send the refund already. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Customer Answer

  Date: 09/26/2024

  Emails indicate that they will give me a full refund when I cancel. Additional emails indicate that my refund has not yet been processed. 10 business days have passed since my order was cancelled and their policy is to issue refunds within 10 business days. I have not yet received my refund. The company refuses to respond to my emails, they refuse to take or return my phone calls, they have blocked me on all social media. I just want the refund that I was promised. If they issue my refund of over $1700 they will never hear from me again. 

  Business Response

  Date: 10/02/2024

  We apologize for the delays and wanted to add that Mr ****** has been refunded in full with his dispute via his bank, on September 29th, 2024, and this payment matter is now closed. 

  Sincerely,

  Custom Reptile Habitats

  Customer Answer

  Date: 10/02/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  

  Despite me getting a refund it was beyond the 10 day time frame as they indicate on their refund terms. Furthermore I believe the only reason I received my refund was because I filed a dispute with my banking institution and it was not sent by the business in accordance with their refund policy. I gave them the full 10 days before filing a dispute with my bank and since they had not processed my refund within that 10 days as their policy says they would. They had a chance to make it right by sending me a refund according to their policy, and they failed to do so. I am glad I got my refund and am thankful I never have to deal with this business again. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:09/05/2024

  Type:Delivery 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.

  Date of transaction: 4/6/2023
  Amount spent: $1,348.93
  Product: Essential 6 foot PVC & Aluminum enclosure - 72 L x 24 W x 36H with ZZ PVC panel color choice - black
  Expected time to be shipped out: 8-10 weeks (at time of purchase)
  Nature of dispute: still waiting for product to be made and shipped to me. Numerous calls since June and emails but consistently stating they are behind and issues with getting material. All they will offer is refunds back if I so choose. I keep telling them I DON'T want a refund I just want my product. I have a four foot snake in a 2 1/2 foot tank. I desperately need this enclosure so my pet can comfortably live and not get stressed. My pet is currently not eating cause of this issue. I do not want a refund I just want what I paid for 5 months ago. 5 months of not being able to get materials is unacceptable. I have asked for Paul (CEO) to contact me in an email to them and they said they would give him my info to call me but still hasn't been done either. Website still states average wait time is now 10 weeks. I am now well beyond that. September 7th will be 23 weeks. Over 2 times longer than what they state on their website. Their only resolve is offering my money back and I DON'T want that. I want what I paid for.

  Business Response

  Date: 09/12/2024

  Hi *****,

  We are sorry for the delays which pushes orders out past the average wait times. This year we have had several lengthy delays on some custom materials that are just made for us and we do sincerely apologize for this. We thank you for your patience and are working through a bottleneck of backorders and will have yours out as soon as we can. 

  Sincerely,

  Custom Reptile Habitats

  Customer Answer

  Date: 09/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I wish to have a deadline on when this product can be completed. I am already at 5 months and wish to have a set date in which I can expect the order to be completed and be delivered to me. And I don't want a response of saying "we don't know when we can" or "we will have it out as soon as possible and will let you know". I would like an actual date of when it will be shipped to me. I understand being behind. Things happen. However consistently getting told that you guys will have it out to me as soon as you can is not OK. It creates trust issues between the consumer and the business. Especially when consumers are spending thousands of dollars for a product that they don't know if they will get at this point. And if the company is so behind on orders why not stop selling the product temporarily until you guys can get caught back and are able to provide products you are promising to have delivered within your promised time frame? Allowing customers to still buy your products KNOWING you don't have the materials and are EXTREMELY behind is unethical business practice. It deceives your consumers thinking they are about to get a high quality product in "10 weeks" when it won't be for 6 months or more. And yes I write to the BBB afraid that it will effect the quality of my product (in fear of upsetting you) but after so long of waiting and being told the same thing for months I have no other option. Please, when I have an exact date of when the product I paid for WILL be sent to me that will be when I accept a resolution through here.
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 09/21/2024

  Hi *****,
  
  We have scheduled your order for next month (October) and once it ships, you will receive the tracking number so that you can plan on receiving your order. 
  Please understand that all manufacturers in our category have lengthy wait times and generally the larger the business, the longer the wait. We do not advertise specific delivery dates and we do respectfully disagree with some of your suggestions in this complaint.       
  As our website states: "Our goal is always to ship out all orders as soon as possible; however, like all manufacturers in the US at this time, our average ship times are affected by seasonality and can also be affected by occasional supply chain delays. This includes our suppliers too and while we do try and keep all items in stock, we do run out sometimes and they too may be awaiting supplies and experiencing temporary delays as well. Please call or email us for specific updates if your order is outside of the above, average ship times..." 
  
  We thank you again for your patience and we are working behind the scenes to get all orders shipped out as soon as possible. 
  Sincerely,
  Custom Reptile Habitats

  Customer Answer

  Date: 09/23/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Like I said previously I really hope this does not affect the quality of the product. My intentions was not to upset you guys. Everything i have researched when buying an actual enclosure showed that you guys have some of the best quality compared to all other competitors. And to be honest even with this hiccup I would still go through you guys so long as the quality of the product i recieve matches all the great reviews you guys have. And now knowing what to expect for wait times on these types of products from this company i can be better prepared for that in the future. I do appreciate everything you guys have been doing and I really do hope to keep going through this company for more products. Because I'm still looking at doing the kimberely 6ft Reptile background from your guys and other attachments for the enclosure as well i.e. the stand, hood, utility unit.....
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:09/04/2024

  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.

  On 5/6/24, I had placed an order on their website for an enclosure. I noticed a few days later that the product did not ship. I reached back out and they mentioned it was out of stock. After THREE MONTHS on 8/5/24, I had asked to cancel my order and receive a refund. They mentioned I should have it within 10 business days. After 10 business days, I reached back out asking about my refund and have only received excuses as to why I haven’t received it with no timing or anything. I am extremely disappointed with the way I have been treated by this company. The communication has been extremely poor and I want my refund/money back on the product that didn’t even ship.

  Business Response

  Date: 09/12/2024

  Hi ******,

  We are sorry for the unforeseen delays and we did of course refund your order in full. 

  Sorry again that we could not help you at this time. 

  Sincerely,

  Custom Reptile Habitats

• Initial Complaint

  Date:02/26/2024

  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.

  The beginning of January, we placed an order for four PVC enclosures model SES. Order #**** and #****. Today is the eighth week since our order was placed. I reached out via phone to custom reptile habitats and was told they were only working on the third week of November, and that my order would still be several weeks out. At this time I requested to cancel my order and receive a full refund and was told that they’re going to charge me a 10% fee for a product that hasn’t been built or received yet when this is not an error on my part. I could’ve gone through Kages and received my order within a week. I understand things happen but don’t quote eight weeks on your website when you expect there to be several more weeks to go. Based on the customer service representative, I spoke with we were at least looking at another 3 to 4 weeks minimum out. This is completely ludicrous that I need to pay 10% for not receiving anything with this huge of a delay. I will not be recommending this company to anyone.

  Business Response

  Date: 02/27/2024

  Hi ****, we are sorry that you feel this way. We have tens of thousands of satisfied customers that have been very happy with our outstanding customer service, and the world-renowned, high-quality products that we produce.
  
  In your situation, you called us to get an update on your orders that were currently sitting at exactly 7 weeks of an advertised average ship time of 8 to 10 weeks. You were informed that your order was still a few weeks out (and right on time) in which case you asked about cancelling so you could order from another company. We politely let you know that while most of our competitors do not offer refunds of any kind, we do offer cancellations and that there is a small 10% cancellation fee that is clearly stated on our website, that you agreed to when placing your order. You then demanded to speak to a manager and within minutes were posting derogatory comments on our Facebook page and shortly after you left a 1 star review on our website, complaining about our cancellation fee, and making extremely false statements about our company and our reputation.
  
  We then emailed you and explained again that you are free to cancel if you choose; however, we feel that our cancellation policy is very fair and that you will likely find the words ALL SALES ARE FINAL on most of our competitors' sites. Because we have a refund policy, our customers can cancel if they want or need to, and we stand by this policy.  
  
  We are sorry that you feel this is unfair, we refunded you for your cancelled orders, less the agreed-upon 10% cancellation fee. We stand by this policy and we strongly disagree with your claims.

  Customer Answer

  Date: 02/27/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  Placed an order for 4 pvc enclosures first week of January. Right now I’m on week 7 (correction) and called to speak with someone. I was told that my order is still several weeks out. When I asked about cancellation they send there would be a 10% fee what are you serious… this was just my first order to see how things went, in total I was looking to purchase over 50 enclosures. Which now I will be doing elsewhere. Sorry but anyone wanting to wait up to 12+ weeks for enclosures is just crazy. I understand things happen but this business should not be selling anything at 10+ weeks out. Does it really take them that long to get product in stock. Picture any other business for example like Amazon saying your order won’t arrive for 10 weeks but in the meantime we’re going to hold your money and you can only cancel if we charge a 10% fee. Last night I purchased 50 enclosures from a competitor and was told they would arrive in 3 weeks. Crazy part is their CEO called me last night to personally thank me for my order. This is customer service! To me honesty, it’s not $150 fee that bothers me the most. That amount is very small in terms of my total purchase. For me it’s the principle behind the policy… and lack of service. They did not order my supplies they have not built my unit and I’ve patiently waited 7+ weeks already to have them charge me $150 for what?? They did not provide any services to me at all. And I am completely in my right to post about my bad experience, and the way this business has handled my situation. The CEO response is not acceptable to me. And I will kindly pass on my experience to others.

  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:12/22/2022

  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.

  placed a order for 500$ in oct 2022 they said @2 months, no problem. now they say september 2023 .I cancelled and they charged me 50$ for product that isnt even made

  Business Response

  Date: 01/03/2023

  Hello,

  This complaint is categorically wrong. When the customer contacted us, we let him know that his order that had an average wait time of 8 to 10 weeks (and a little longer just before Christmas) was due out within a couple of weeks and never did we say that his order would be sent out in September 2023 (of the following year) as clearly illustrated in the attached email exchange. 

  Despite clearly stating that his order was due out within the next couple of weeks in these emails, the customer then chose to cancel his order which as per the agreed upon terms and conditions, attracts a 10% cancelation fee. 

  Shortly after canceling his order the customer then went onto our Instagram page and began trying to convince potential customer not to purchase from us by writing two posts: 

  1. ************ - If u want to wait a year then buy from this company    

  2. ************ - Don't order it @********* takes 8 months to receive product

  While is is normal in our industry to have wait times on custom built reptile enclosures, our wait times are considerably faster than many of our competitors and while many of our competitors do not offer any refunds whatsoever, we do and feel that the 10% cancelation fee, after 48 hours is fair.  

  Sincerely,

  Custom Reptile Habitats