Complaints

This profile includes complaints for Doheny's, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Doheny's, LLC

  10411 80th Ave Pleasant Prairie, WI 53158-2811

  
• 

  Doheny's, LLC

  5102 Green Bay Rd Kenosha, WI 53144-1721

  

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:03/30/2025

  Type:Service or Repair 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.

  Complaint Against: Dohenys Order Number: 073124-3000-529 Order Date: July 31, 2024 Product: OPTIFLO 1 HP Pump (SKU: 74800)Amount Paid: $464.39 Delivery Date: August 2, 2024 Nature of Complaint:I purchased an OPTIFLO 1 HP Pool Pump from Dohenys on July 31, 2024. The item was delivered on August 2, 2024, and was self-installed shortly thereafter. Unfortunately, the pump began malfunctioning within the warranty period. Upon contacting the manufacturer, *******, I was informed that the product was manufactured in 2022 and is now considered obsolete or discontinued.Further, ******* clarified that the pump only carries a 60-day parts-only warranty, which had already expired. They also requested a service team diagnosis, even though I made it clear that I personally installed the unit. At no point during the purchasing process did Dohenys disclose that the product was two years old, discontinued, or limited to such a short warranty.Had I known the product was outdated or carried such a limited warranty, I never would have completed the purchase. Selling customers discontinued items without full disclosure is misleading and unacceptable. Dohenys advertised and sold the product as if it were new and current, which was not the case.What Im Seeking:I am requesting a full refund or replacement of the pool pump with a current model that is supported by the manufacturer. I also request that Dohenys take immediate action to ensure full product disclosure on future listings, including warranty coverage and manufacturing dates.Please let me know how this matter can be resolved quickly and fairly.

  

  Business Response

  Date: 04/18/2025

  Hello,

  We have been in contact with the manufacturer regarding the warranty and this complaint.  They had shared that the consumer was instructed they have a 1-year parts-only warranty with this being an online purchase and sef-install according to their warranty page on the website.  They were also instructed that under the warranty they would need to collect a copy of pool professional's diagnosis to move forward with any warranty.  The agent at ******* even went as far to provide the Consumer with 5 names of certified professionals within their area to obtain this diagnosis. Attached is *******'s warranty registration card and warranty terms as they appear on their aforementioned website.  The product is not a discontinued product and as such was not advertised as so.  ******* made no mention that this was ever discussed.  The warranty on this product is a manufacturer's warranty and any further assistance with the warranty must be handled with ******* per their guidelines by obtaining a pool professional's diagnosis. 

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair 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.

  I purchased a pump from Doheny On June 9, 2023. This pump began leaking in October 2024. Since the warranty was for 12 months, I began to shop for the replacement seal. I needed to fix the leak. The company does not stock the seal. I contacted the business and they told me just to purchase a new pump. This is a $650 piece of equipment. **** previous pumps have lasted for multiple years not one season. My issue is the company does not provide parts and does not stand behind their product

  

  Business Response

  Date: 10/24/2024

  We do apologize that there was some confusion on getting the appropriate replacement parts needed to repair this product.  In the time since this complaint had been submitted, we were able to locate the correct parts, we have actually sent replacements for all 3 seals to the pump.  We certainly hope that this resolves the issues you were facing and if you need further assistance with this product, please do not hesitate to reach out right away. 

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair 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 August 12, 2024 I ordered (6) 10' water bags, (6) 8' water bags and a winter closing kit. On Sunday, September 22, 2024 we attempted to close our pool using the water bags and after filling them discovered that (3) 10' bags and (4) 8' bags were leaking at different points in their seams. On Monday, September 23, 2024 I called Doheny and spoke with a customer ********************** *** named ****** who told me that they wouldn't ship the ***lacement bags until I sent back the red valves from the defective bags and that Doheny would not provide me with a return shipping label. I asked to speak to a supervisor and was transferred to a person named *****. She was extremely rude and told me to take the (7) red valves, put them in a regular envelope, put a 60 cent stamp on the envelope and send them back. I told her that there was no way that (7) red valves were going to fit in a regular envelope and that I was not going to be responsible for returning shipping for defective products that Doheny sold me. She said they were not going to send me a return shipping label and said that they would ship me the ***lacement bags that day but that if they did not get the red valves back that they would charge me for the ***lacement bags. After arguing with her for a few more minutes, ***** **** up on me. She never shipped the ***lacement bags. That afternoon, I filed a "contact us" form with Doheny and did not receive a response.We have been purchasing products, including our complete in-ground pool kit, for over 20 years and I have never been treated so poorly and with such accusation that I was trying to deceive the company. If Doheny is going to sell defective products, they need to make it right and that includes sending a return shipping label to collect their (7) red valves. Until this is resolved and in order to finish closing my pool, I will have to purchase ***lacement water bags from another supplier which means Doheny will owe me a reimbursement for the 7 bags.

  

  Business Response

  Date: 09/27/2024

  Hello,

  We apologize to hear that you received defective product.  I have issued a replacement for the water bags to be shipped to you, please note you should receive a confirmation and tracking email for this shipment.  Typically, policy ensues that we only ask for the valves as a form of return in the second instance that these bags may be defective.  This will be sure to be addressed, and we apologize for the misunderstanding. 

• Initial Complaint

  Date:09/18/2024

  Type:Product 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.

  Absolutely unacceptable customer ********************** response to a lost shipment!Order was shipped to wrong address and when I called they told me to go find the package! Contacted the carrier and they attempted a retrieval but could not locate package and directed me back to Doheny's.Customer ********************** said that because I misspelled my street name there was nothing they were willing to do!OK. but I didnt misspell my street AND enter the wrong zip code! it was their system that autofilled the address and even changed the zip code to something completely random! Incidentally, my account profile has my correct zip code.Additionally, even though the address did not match my billing address, they still put the charge through? I escalated this to a manager representative who was not interested in solving this problem and was ****, **** and she continually spoke over me! After an hour on the phone, exhausted, I ended my attempt for a resolution.This order was over $110. That is a significant amount to me especially considering that I received nothing for the payment. You would figure a huge company could find a way to resolve this and avoid bad reviews?!I would like to be refunded the total amount of $110.57

  

  Business Response

  Date: 09/27/2024

  Hello,

  We have further researched your order and do see that what was entered at the time the order was placed and was keyed by the individual placing the order was the following address... 
  55 RayRoad
  ********* , ***********, *****
  *************

  Which was incorrect, further more when the order downloaded it did not locate a verification for that address with a zip code of ***** and then adjusted the address to what was entered but at 06515.  As we did alter the zip code although had no control over what was mistakenly entered as the address, we delivered the product to the corresponding address.  Since there were two separate mistakes one on the behalf of the individual placing the order and one on the system adjustment we have credited this order back in full.  Please allow 72 business hours for the credit to appear on your cards statement. 

  Customer Answer

  Date: 10/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. It took three months, but in the end they did the right thing.
  
  Regards,
  
  **** ******
  

• Initial Complaint

  Date:09/18/2024

  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.

  Doheny's sells old products that have deteriorated over time. They only offered a partial refund when the product is not usable. They are selling old, broken products that are a health risk for those breathing in the powder from what should be sealed and new. They originally offered a 10% discount, I declined, then offered half return. I would only accept a full refund.

  

  Business Response

  Date: 09/27/2024

  Hello,

  A partial credit was issued as half the product was missing or used when the return was inspected and received.  We also accepted the return back past our *********************************************************************************************** this situation.  As a courtesy we will issue the remainder of the credit back to the card.  Please note that if there is an issue with a shipment to contact us as soon as possible and always with in our 30 day guarantee for resolution.  To address the claim that the chlorine was old stock this is simply untrue, our chlorine tablets are by far our most popular and best-selling item, our inventory is constantly revolving due to this which also accounts for the freshest available product. 

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair 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.

  Bought one of their brand pumps. It went out 1 week after the warranty expired. Looked at reviews about the pump. Same thing happened to multiple people. They are knowingly selling a product that fails right after the warranty expires. Criminals!

  

  Business Response

  Date: 08/30/2024

  Hello,

  I do apologize for the issues you have experienced with this product.  The item purchased does carry a 1-year manufacturer's warranty, the warranty begins from the date of purchase, your order was placed March 30th 2023 and the warranty would have been valid through March 30th, 2024.  We were not contacted regarding an issue with the pump until August 26th, 2024. This is nearly 5 months outside of the warranted period.  As a one time courtesy we would be able to extend the warranty of your product.  We would require that the defective product be returned to us and upon receiving the original item would send a direct replacement.  Please note that the replacement would not be warranted as the warranty still dates back to the original date of purchase.  Below I have included the return instructions.

  If the pump is deemed defective after three (3) months from the purchased date the customer is responsible for return shipping and insurance of the defective pump and a replacement pump will be shipped once the defective pump is returned. Using the shipping method of your choosing please prepay for the shipment of the pump to the following address and also reference your order # Order # **************. 

  
  The return address is:
  
  Warranty Return Address:
  Doheny's Returns
  **************
  *************************

  Customer Answer

  Date: 08/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I will accept part of the offer, but I will NOT pay for the return shipping. I need a return label sent to me. My next step will be to sue you in small claims court if you don't provide me with a return label. 
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 09/03/2024

  A label will be provided as a one-time courtesy.  Your claim that this is a common occurrence is completely false. This product is not weeks but months, almost 5 exactly out of the warranted period.  We would not be capable of issuing a refund but will send a replacement product. As our previous response stated, the warranty will not start over and the replacement will have no warranty coverage.  Please watch for an email from ***** containing the label and return shipping instructions.  

• Initial Complaint

  Date:08/19/2024

  Type:Product 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.

  Purchased a full pool with frame, liner, pump, and chemicals on June 20th. Doheny's states there is a Satisfaction Guaranteed policy with returns of unopened items allowable within 30 days. We needed to return the pool wall (the liner was never shipped to us as it went on backorder). I contacted them and they said I'd have to pay return shipping plus the original shipping cost since they gave "free shipping". That would have equated to me getting about $300 of my purchase. Nowhere was that indicated - the manager called back and said they would "waive" the original shipping fee. I lined up shipment, took photos, and watched the pallet get loaded with ABF Freight. The freight carrier said it arrived on 7/10 (was picked up on 7/2). I never heard from Doheny's. I emailed multiple times and called - was told they would confirm receipt and get the refund processed. That never happened. I called again in late July and was told that the pallet arrived "used/damaged" and no refund would be given - they told me it arrived on 7/19, which is not true. They sent photos of a clearly damaged pallet - that had sat in their warehouse for 9 days with no one indicating this was damaged previously. They did not indicate damage when they signed for it from ABF. They told me I'd have to file an insurance claim. I did that too. Then, ABF apparently said they'd only pay $406.25 to them so now Doheny's is charging me a 20% restock fee and only refunding me $777.59 plus any applicable taxes. They owe me $1031.30 for the frame plus taxes. I did everything they asked, I had to follow-up, and in looking at multiple of complaints online - they do this to A LOT of customers. They should not have an A rating - they should be out of business.

  

  Business Response

  Date: 08/22/2024

  Hello,

  Per our return policy as it appears on our website and that I have also attached, "A 20% restocking fee will also be charged on items returned within the 30-day time period that are not in brand new, unopened/unused condition at our discretion."  The pool returned back to us in a damaged condition, where it was not new or resalable.  The condition of the pool actually was a total loss and would need to be discarded.  Typically, when items are returned in this condition no credit is due and we recommend the customer file a claim with the carrier they made shipping arrangements through. I have also attached pictures of the package upon its return. In this instance however we were to extend as a courtesy a refund minus the 20% restocking fee.  However, a second courtesy exception was then extended, and the product was ultimately refunded in full. 

  Customer Answer

  Date: 08/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair 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.

  Doheny states on their catalog that they offer a 10 year warranty on their products. After a correct installation the product ripped and they claim that their warranty does not cover tension rips. Doheny falsely advertised a warranty to entice customers to buy and now that their product is defective they are not willing to replace.

  

  Business Response

  Date: 08/13/2024

  Hello,

  We do apologize to hear that you had experienced a rip on the cover.  Attached I have provided a copy of the warranty card for this cover that was included with the cover at the time of purchase. Please note the second section of this card that details the limited warranty terms... 

  1. This cover is warrantied, at the time of original purchase, to be free from defects in material and workmanship. Your pool cover installer must be responsible for any tears, rips, or punctures due to mishandling or improper installation.

  2. D.E.I. agrees to repair or replace, at its option, any pool cover where the seam comes apart and/or stitching due to manufacturing defect according
  to the following pro-rate basis.

  Please note that only manufacturer defects and the seams are covered under the manufacturer's warranty.  With this being said someone will be reaching out to you shortly to explore an option we may be able to extend as a one-time courtesy. 

   

• Initial Complaint

  Date:07/11/2024

  Type:Product 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.

  On February 23rd I ordered 2 propane pool heaters from Dohenys pool supply. In Early April I realized that I needed to change the design of my pool so I contacted dohenys to return 1 of 2 pool heaters. I paid for return shipping myself and it arrived at their facility damaged. I was not contacted and notified of this damage nor was the delivery refused. I only found out about this issue after contacting dohenys myself and they told me to kick rocks until I filed a BBB claim and I was then refunded the cost of the 1st pool heater and that claim was settled. A few months later when the pool was ready to be plumbed I came to find that the other pool heater they shipped me was the incorrect unit for natural gas instead of propane. Upon contacting them they verified that they sent the wrong unit but said I could not return it for a refund since it was past the 30 day return policy. I understand the no return policy if I'm returning for other reasons however I only was requesting a return and refund due to them sending the incorrect unit. I'm hoping to get a refund for this product and pay for return shipping of the incorrect unit and I will get it returned to them so they do not lose all their money on the item.

  Customer Answer

  Date: 07/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  I filed a complaint against dohenys pool supply and would like to redact the complaint as I have come to a solution

  
  

  Regards,
  
  ***********************

  
  

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair 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.

  I purchased. 50# tub of chlorine. I noticed over 1/2 of the 3 tablets were broken when I opened it. I also Noticed the tablets were soft and porous looking and could be scratched easily with my thumbnail. I didnt know if would effect the performance so decided to use them. I found I went through them quickly and used many more than I should have needed to. I finally sent Doheny pictures with the complaint asking for a refund or replacement. They told me since I had used over 30% of them I was not eligible for a refund but to appease me offered 10% back. To which I rejected and told them I had purchased from them for 15 years and if they couldnt stand behind a defective product then we were done. They dont care.

  

  Business Response

  Date: 07/15/2024

  In the time since this complaint had been submitted, we have reached out to the customer to resolve the situation.  Typically a discount for damaged product is offered in instances when the product is not returned or is useable still despite damage.  Even when broken the chlorine does not lose an efficacy and can safely be used in the same manner with the same results. In this instance we did extend a replacement product to the customer to cover the approximate amount of damaged tablets they had received.