TGR racks

Anyone else on the forum dealt with TGR?? I have had nothing but issues with them and will never order from them again. My first and only order was delayed due to personal issues with the manufacturer - none of which was conveyed to me until I hounded them with emails asking where my rack was.

Then I finally get the rack and find out (via online) that it was inadviseable to even use their racks due to the way the heat tape was set up without proper clips. Known to be a fire hazard.

So, I have this rack I can't even use. Has never been plugged in. I've reached out to TGR asking for replacement heat tape with the proper clips on it but of course get no response.

Unbelievable. Thankfully I only purchased a small single tub rack from them so if I have to give it away or trash it no great loss money wise but it just irks me the level of customer service they provide. The worst I've ever experienced.

I have no interest in having to re-wire this rack. If I had that sort of skill I would have built my own rack.

I was actually looking into those for something no one else really does in PVC rack (FB90) but after reading this http://www.faunaclassifieds.com/foru...d.php?t=640474 I thought I would pass it's kind of alarming to think that type of wiring is ok.

There are many companies that make great PVC rack and that have great customer service and know how to wire their stuff.

Worth case scenario if they do not send the replacement heat tape properly wired you might want to bite the bullet (even if you should not have to) and contact Rich at reptile basics and buy some that is properly wired (he will wire heat tape to your specks)......at least this way the rack will be usable.

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Originally Posted by Deborah

I was actually looking into those for something no one else really does in PVC rack (FB90) but after reading this http://www.faunaclassifieds.com/foru...d.php?t=640474 I thought I would pass it's kind of alarming to think that type of wiring is ok.

There are many companies that make great PVC rack and that have great customer service and know how to wire their stuff.

Worth case scenario if they do not send the replacement heat tape properly wired you might want to bite the bullet (even if you should not have to) and contact Rich at reptile basics and buy some that is properly wired (he will wire heat tape to your specks)......at least this way the rack will be usable.

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That's crazy. It's mind boggling that they would ship racks out with the connection simply taped. No solder, no clip, nothing... just tape.

Exactly. Imagine my surprise when I learned that. Luckily I hadn't needed the rack yet so it hadn't been used. They have no interest in making things right either. They better hope no one's house burns down and they trace it to the wiring in their racks.

I've done business with Reptile Basics for years and love their products and their customer service is top notch.

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Originally Posted by L.West

Exactly. Imagine my surprise when I learned that. Luckily I hadn't needed the rack yet so it hadn't been used. They have no interest in making things right either. They better hope no one's house burns down and they trace it to the wiring in their racks.

I've done business with Reptile Basics for years and love their products and their customer service is top notch.

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Hopefully it will not happen at this point like car companies who do recalls they should contact every buyer and send them new heat tape wired right because even if means losing money it will be nothing compare to a lawsuit if something happens.

Thanks for the review, it’s helpful to know this stuff. Hopefully they will see this and respond. Bad publicity hurts!


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There was a Facebook post over the weekend to which I posted my complaint about them. Within minutes I had a pm via messenger basically saying the problem has been fixed with no offer to send me the newly wired tape. They wouldn't respond thru the Facebook forum for obvious reasons. I'm so over them. At this point I wouldn't trust anything they produce.

I can't, in good conscience even give this rack to someone without making them aware of this issue.

I have one of their hatchling racks.

Never even knew about this shoddy practice of connecting the heat tape, that is pretty ridiculous!!!

That said, I raised 3 clutches in this rack and didn't run into any issues. However, even prior to finding out about this issue, I have decided that I will get different racks for when I breed my Desert Ghosts. I didn't like a few things about the TGR's. I won't be buying any more, even if they have properly connected heat tapes.

I'm really happy with my older Boaphile Rack, and I will be getting their hatchling racks when the time comes.

I just sent a msg to TGR on their facebook, asking them when they have started to implement the better and safer connections on their heat tape, and how "I" should proceed to make "my" rack SAFE. Now...good business practice would mean they offer a replacement of the heat tape or at least offer some type of help.

Not holding my breath, though, given what I've read here and on Fauna. Will update once I hear back. May be a while, though ;) The only time I have gotten a quick reply was when I was getting ready to order.

Well, my message was read 20 minutes ago. That is when I start the clock on waiting for a response.

I know its not "business hours". So I will wait.

The way how and when they respond will determine if I would ever consider to recommend their racks. Like I said, it worked fine for me. So with better connections, would probably work fine for many.

The reason I planned on getting another rack, even before discovering this heat tape issue, were just "nitpicking" things based on my preferences.

I put a LOT< LOT of stock into honesty, integrity and customer service, though. That can make or break a deal for me. Mistakes can happen, its how you take care of them that matters. The least I expect is a reply. Friendly and courteous. With ideas and help on how to fix this. The "tone" of the reply will make all the difference.

Most likely I will give this rack away, making sure to let whoever gets it know to fix the heat tape connections.

Any communications I've gotten from them was always rude and somewhat aggressive. Like Zina said, the only pleasant conversation was when they were getting your money.

I would simply like replacement heat tape so I can give this rack to someone in good conscience.

Hard to believe they would lose customers over such a cheap fix. Says a lot about them in my opinion.

If you know somebody that does electronic tinkering, you could ask them to do a soldered or crimp-type connector on it. There are a few different safe ways to make the connection that are quick and easy if you have the materials and skills. I’d be happy to do it, but Chicago-Detroit is a long haul for the job. [emoji57]

Note, I agree that the company *should* be making this right, and understand that its not a job you want to do. But from what I’ve read on the BOI thread I’m not holding my breath, so offering other options to get it corrected.


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I've only got $60.00 bucks wrapped into this nightmare transaction so I am not too concerned. Its just the principle of the whole thing. I hate untrustworthy companys. Get your money and run.

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Originally Posted by Prognathodon

If you know somebody that does electronic tinkering, you could ask them to do a soldered or crimp-type connector on it. There are a few different safe ways to make the connection that are quick and easy if you have the materials and skills. I’d be happy to do it, but Chicago-Detroit is a long haul for the job. [emoji57]

Note, I agree that the company *should* be making this right, and understand that its not a job you want to do. But from what I’ve read on the BOI thread I’m not holding my breath, so offering other options to get it corrected.


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I could do that, but currently I still have 4 hatchlings in that rack, and I don't want to tinker with it until its empty. Won't be long, though..

I have actually installed heat tape before, years ago, on a hatchling rack I built for a surprise clutch from a rescue BP. (never again, turned out super heavy out of melamine)

Back then I ordered flexwatt heat tape, but the order arrived with all the needed connectors and cables, so everything was on hand, just needed to be cut, connected, taped and installed.

If I were to "re-do" this rack, I would order flexwatt heat tape, the connectors and start from scratch. I previously decided to go with a different hatchling rack for next time around, though, so I don't want to tinker with that one. I'll just give it away.

Nonetheless, I still expect a reply from that company. I expect a explanation and a offer of some sort, even if its just written support on how to fix this. This is seriously shoddy workmanship in one of the crucial components. The risk of fire or the lives of the hatchlings is at stake.

If I cannot even get some kind of decent communication regarding this issue, I will never have a positive word to say about this company again. Like I've said before, mistakes happen, but its how you take care of them that matters.

So far I'm not impressed. They could have at least acknowledged my message. I messaged respectfully and not in a accusing tone. So far, not even a "received your message, we will get back to you" or anything.

Will go back to "tried and true" Boaphile racks.

They do not respond - which is why I posted on here. Got fed up with being ignored. Shame on them.

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Originally Posted by L.West

They do not respond - which is why I posted on here. Got fed up with being ignored. Shame on them.

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Did you or anyone post or update on Faunaclassifieds or FBI ? Seems like that is the only way to get a response out of someone sometimes, sadly enough.

I saw the post on faunaclassifieds, but seems it just fizzled out.

The least they should do is to advise people how they used to (up until recently) connect the heat tape and give people the instructions on how to fix it.

Instead, on their website it mentions that they connect the heat tape the correct way. Doesn't say they only just began doing that, though. So people may think they own a correctly wired one, when they don't.

Just seems very wrong and very uncaring.

I have noticed that the tape has begun to separate already, that is with me not even touching that rack since its been running, other then pulling tubs in and out and checking temps. Its only a matter of time before the tape separates enough for the slightest tug pulling the connection apart..

I have not posted on Fauna - I don't even belong to that site.

Your rack situation is scaring me - You better shut that down sooner than later. I have a very high anxiety when it comes to any sort of fire especially an electrical fire.

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Originally Posted by L.West

I have not posted on Fauna - I don't even belong to that site.

Your rack situation is scaring me - You better shut that down sooner than later. I have a very high anxiety when it comes to any sort of fire especially an electrical fire.

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I checked all the connections and pushed the tape together firmly again. I'm placing 2 of the hatchlings soon and the other 2 will move into my adult rack, which can hold different sized tubs.

Still waiting to hear back from them...not holding my breath, though.

I hear crickets...


Not one word for them. Guess its not a big surprise, but disappointing nonetheless..

Zina, I assume you never heard back from TGR. I finally reached out to Reptile Basics about my concerns with my rack. They were so helpful. Because I am a long term customer of theirs - they immediately wired me up some new flexwatt and shipped it to me at no charge whatsoever.

Reptile Basics is awesome.

No..Not a word from them. I even posted on the FBI page. I didn't make my own thread, but resurrected another one. Lots of people posted, incl. TGR. They made excuses for their method and said they tested it. They also said they would message me privately. Never did.

I'm done with them. I can excuse mistakes. But it's how you handle them that is important. To ignore my message to them completely AND to publicly say they will get in touch with me ( on the FBI thread) and then not do it. You are out.

I never expected compensation. I did expect them to at least get in touch with me.

I sold the rack, half price even though practically new. Full disclosure.

Getting a boaphile hatchling rack when I start breeding again.


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I recently emailed them via their website to inquire about buying sides to enclose my rack - have never heard back from them. They are pathetic.

I guess the $20 bucks I was going to spend wasn't worth their time to respond. LOL

I asked that a few month ago too! Got a very short msg that this is not a add on item...

Customer service is very important to me and they dropped the ball and then some.

The whole point of them still defending their old method also doesn't sit right with me. The manufacturer of the heat tape they use says the connections have to be done properly.

So yeah. Thru with them...


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This is exactly what I was talking about when I first saw Olympus Reptiles demo "this awesome rack"...

I even commented on his YT page about the connections and how the tape doesn't have solid contact with the tub. He replied they were awesome racks.

Fast forward 2 weeks and his opener is "sponsored by TGR" so go figure. If nothing else his video help me avoid purchasing their product.

If you are in SoCal I recommend Spideys Reptiles, he makes some great racks in both melamine and PVC and his quality is unreal. I even had him make me a 3-12qt tub setup for quarantine purposes...

To bad, but I'm about as far from SoCal as you could get [emoji15] but thanks for the recommendation.

My hatchlings all seemed to do well in the TGR rack for what it's worth (I did cover sides and back with Towels)

Still, they are a huge disappointment to me and I will not buy anything from them again, nor recommend them to anybody.


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Originally Posted by ElliotNess

This is exactly what I was talking about when I first saw Olympus Reptiles demo "this awesome rack"...

I even commented on his YT page about the connections and how the tape doesn't have solid contact with the tub. He replied they were awesome racks.

Fast forward 2 weeks and his opener is "sponsored by TGR" so go figure. If nothing else his video help me avoid purchasing their product.

If you are in SoCal I recommend Spideys Reptiles, he makes some great racks in both melamine and PVC and his quality is unreal. I even had him make me a 3-12qt tub setup for quarantine purposes...

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I just saw myself on here while cruising around. First, let me say I do like the product and have had nothing but good luck with it. When I made that video, I was not sponsored by them at all. When i responded to you, I was not sponsored by them at all. It came after. I have not had the same experience yall have had about the customer service, and after reading your issues originally on my channel I did speak with them. It didn't go without me caring etc. No company will be perfect, including theirs or mine. For what it's worth I refuse sponsorship unless I like the product or test/use it myself. I have turned down a few opportunities that have come my way, and just recently featured another herping product post testing it out. The ONLY reason I am commenting is the assumption that seems to be made that my response had something to do with a sponsorship. It didn't. Trust me, the sponsorship doesn't pay nearly as well as my other endeavors (patreon being one), and I would never risk alienating people on that with something I don't like or wouldn't use.

ive had nothing but issues with TGR since I hit the order button... I called them and emailed them over a dozen times each and never got a single response, but noticed they were posting on FB about there racks ect.. I ended up calling the bank to get a refund due to never receiving the rack nor any communication from them. ive read nothing but issues from them and glad I ended up building my own and buying from reptile basics!

They will never see one penny from me again. Nor will I ever recommend them to anyone, no matter what they come up with.

That workmanship was shoddy and unsafe. While they don't build them like that anymore, they did NOTHING to advise their customers about this safety concern. They NEVER answered my questions, completely ignored me until I posted on a review site.

There they said they would get back to me immediately. Yup, never happened. And I didn't even ask for anything other then some communication. Not a refund, not money, not supplies.

Not excusable, not forgivable. I understand mistakes. Its how you fix them that matters.

Ignoring customers is not the way to go about it. Not giving a heads up about the potential safety hazard to all the customers and their animals that ended up with that former design? Despicable.

imho.

I finally got replacement heat tape made for my TGR Rack thanks to the great guys at Reptile Basics. They weren't even involved but assembled and shipped (for free) the new heat tape to me.

I love Reptile Basics. Have done alot of business with them over the years and never had a single issue with their products or their customer service.

I will never stray again - lesson learned. Like the old saying goes 'If it ain't broke - don't fix it".

I almost purchased racks from them but ended up going with Reptile Basics instead. I'm sure glad I did. I did industrial electrical work in the past and I can safely say that an electrical tap that is TAPED down to copper like that, WILL eventually cause a problem. It will melt the tape and possible catch fire the minute that connection is loose. The proper way is to crimp or sauter the connection. That's really dangerous.