ComplaintsforDoheny's, LLC

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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 response

  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

  06/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Since March, I have sent three letters to Doheny's asking to be removed from their mailing list. Yet, I am still receiving 2 catalogs per month, addressed to an individual that does not reside here, for a house with no pool, no space for a pool, thus absolutely no use for anything they sell. I would like my address to be permanently removed from Doheny's promotional mailing list.This is the information on the catalog:*************************** ************************************* Customer# **********

  

  Business response

  06/28/2024

  Hello,
  I do apologize but despite our best efforts many times 1-3 catalogs are still received after a removal request has been submitted.  This is because the catalogs are printed and addressed far in advance from their anticipated mailing date.  we have escalated your request to the mailing company.  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Billing was computed incorrectly, and advertising was misleading.Advertising ***** mail) states that a 10 percent discount applies to chemicals. I ordered a drum of chlorine tablets on sale for $199.99, which should earn me a further discount (using code printed on mail-out) of $20. The website only allowed me a discount of $13.70. Aside from the incorrect mathematics, this constitutes mail fraud, which is a federal offense. My attempts to address this discrepancy with customer ********************** telephone people was a complete failure, both with the initial phone operator and again with his supervisor; they could not (or would not) understand how to figure out what 10 percent was.Further, the mail-out advertising was misleading, as it stated "Take an Additional 10% OFF ALL Doheny's Chemicals!" but did NOT state that this discount was limited to only one item. Finally, the telephone for Doheny's corporate office *************) is now out of service, and I could find no other phone contact (other than the useless customer ********************** number). In my opinion, any self-respecting company should not be dodging contacts from customers.

  

  Business response

  06/24/2024

  The sale pricing for those items are already advertised with the additional 10% deducted.  The original pre-sale pricing on the chlorine tablets is $229.99, the sale price you received was $186.29.  The price prior to the additional 10% would have come to $206.99.  The same with the Super shock that was purchased the original pre-sale price on this product was $169.99, the sale price you received was $101.99.  I do apologize that you were not able to get through to our local main number but this number is very much still in service.  You can always contact us via email as well at ***************************************

  Customer response

  06/27/2024

  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.
  
  The discounted price that appeared on YOUR website said the tablets were $199.99. The extra 10 percent discount should have been $20. This is fairly straightforward math, if you are able to do this at all. The final price SHOULD have been $179.99, NOT $186.
  

  I am not concerned about getting $6. That's not going to pay many of my bills, or fill a gas tank. The $6 is unimportant. What ticked me off was the refusal of your "customer **********************" people to perform a simple math check. Now you repeat this idiocy. What do you expect my reaction to be?

  You had several problems with your mail-out and your website. Your mail-out had no identifiable expiration date for your sale prices. Your website prices did not match your mail-out prices. Your editor and proof-reader need to be re-assigned to some other department.

  You had fair prices for your product, and decent quality, and fast delivery....but I doubt I will use your business again. And I will mention this to my friends.
  
  Regards,
  
  ***************************

  

  Business response

  06/28/2024

  The Catalog listed price of $199.99 is a sale price triggered by a promotion and promotional code from your catalog of a $30.00 discount.  If you look to the left the "Reg. Price" of the chlorine is $229.99.  Only one promotion may be applied to an order.  With the promotion you had used triggering the $186.29 pricing with the additional 10% discount off of the $229.99 pricing.  As only one promotion can be used if you would have used the promotion from the catalog the price for the product would have been $199.99.

• Initial Complaint

  06/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/13/2024 I ordered 24 pounds of super shock. When the package arrived it was filter sand. When I called about the product being wrong I was told that I would not be issued a refund or sent the correct product until I sent the sand back and they had it in inventory. This is absurd. I want to cancel my order and just get a refund but they are holding my refund until I send back the product that they sent in error. Order 061324-3000-980.

  

  Business response

  06/21/2024

  Hello,
  I do apologize for the error with your order and the incorrect product being sent.  I do see that you had contacted us on 06/15 to report this mistake and a replacement order for the correct product, Super Shock 24 lbs. was sent the following day 06/16.  According to the ***** tracking this package was delivered 06/18.  We still have not received the incorrect product back to our warehouse under the ***** prepaid shipping label that we had sent to you.  It is true that if a refund is requested, we do have to wait for the incorrect products return for this to occur.  However, if requesting the correct item sent, we do so before the return is even initiated. 

  Customer response

  06/25/2024

  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 

  I was told over the phone that I would not be able to get my product shipped until the incorrect product was returned.  I advised that I wanted to cancel my order and was told I couldnt get a refund until the product was returned.  Based off of what I was told I purchased shock elsewhere because pools with no chlorine cant wait.  The next day I get a notice that my shock had shipped.  Now I have enough shock to last two years.  Too little too late.
  
  Regards,
  
  ***********************

  

  Business response

  06/28/2024

  We apologize that we were not able to reach your satisfaction with this order.  We have issued a merchandise credit to your account to be used towards any future purchase if you would like to give us another opportunity. 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a complete pool kit from them and received a faulty 25 year warranty on liner and the seams werent even closed and zero customer **********************

  

  Business response

  06/17/2024

  We apologize to hear about the issue you experienced with the liner.  I do see that this product as well as the pool itself was from the same order that was placed September 4th 2023. Please see our return policy below as it appears on our website that the order was placed via.  After 30 days from the date of purchase only manufacturer's warranty applies.   The manufacturer of this liner would be Swimline, any and all warranty assistance. The manufacturer can be reached at ************ www.swimline.com.  Their warranty terms typically due cover defects that occur within the seams. 
  
  A. Warranty Policy:
  Doheny's Pool Supplies Fast offers a 30 day money back guarantee. After 30 days all manufacturer's warranties apply.
  Products purchased with Dohenys may or may not have a warranty that extends beyond the 30 day return policy. Please contact ************* prior to purchase for details regarding specific products.
  Once the item has been used or placed on the pool, the manufacturer will only exchange the product for a new unit, repair, or replace with a refurbished product. A credit will not be issued.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase date Aug 2022 Order Number: 081822-3000-789 Purchased a 1.5hp pool pump. Had the pump installed by a friend ($166), but he didn't notice Doheny's shipped a 1hp pump. This pump lasted 21 months, due to being g the wrong size. I didn't know it was the wrong size until the pump failed and my pool guy said it was a 1hp vs the 1.5hp I paid for. Contacted Doheny's, they said it has been to long to do anything about it. Bottom line, they charged me for a more expensive product and sent the less expensive model. That is fraud, as they are not interested in doing abutting about their actions. Thanks.

  

  Business response

  06/20/2024

  In the time since this complaint was submitted, the company has reached out to rectify this situation.   The warranty for this product is 1 year, the return policy for this product is 30 days.  As our website depicts, we actually need to be notified of any issue with an order with in 24 hours and no more than 30 days after receipt.  If we had been notified of the error within this time frame a resolution would have been immediately extended. However, as so much time has passed to the point where the item was no longer even warranted this typically would be out of our hands and policy.  We have however come to an amicable resolution with the customer in this particular instance. 

• Initial Complaint

  06/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Bought a salt cell on 6/7. Was told I would receive it 6/11. Called in tonight to see where it was and told it never left the warehouse. Was told employee would put in a ticket and should have 5-10 day. I ordered specifically from you b/c of it arriving today. I asked to speak to mgr. Mgr told me it was at warehouse still b/c their IT was down. Well that doesnt make much sense b/c it was suppose to leave the warehouse yesterday and arrive to my house today. She told me it should ship by days end which was 3pmEST and guess what it was 345ish EST when I was speaking to her. Wow still no tracking info. She told me it will leave warehouse tomorrow and I should see it Thurs, I asked where is warehouse and she was unsure but again remember she used IT being down in warehouse so I would think you know which warehouse has IT issues. Nothing but LIES you all are feeding me. Im thinking this place may just be a scam after all. Lastly I asked for a credit for in inconviences back to my cc and told shed give me $20 but it would be for merchandise only. What makes you think I was anything more when you havent delivered my 1st purchase? I also asked for expediate shipping and was told it wasnt offered. Very disappointed in the ** here and want true answer on my purchase!

  

  Business response

  06/17/2024

  Hello,
  Below I have attached our next day delivery details.  Please note that the order was placed after our warehouse cut off time on Friday 6/07.  This would mean that the item was not capable of shipping until the warehouses reopen that following Monday 06/10. I apologize however as I do see that it was not physically shipped until 06/11, I do see that it was delivered by the carrier the following day 6/12.  For this delay we have applied a 10% credit back to the card that was used to purchase the product.  Please allow approximately 72 business hours for this refund to be visible on your statement. 

  Customer response

  06/17/2024

  [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

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new solar cover and a kit to attach the cover to my reel. The straps turned out to be extremely short about 2 foot. I contacted the company to see what I could do to return. I spent about 25 dollars in the kit and was told return shipping to them was 26 dollars and change. The kit weighs about a pound. How can returning it cost that amount. Absolutely terrible service when they state customers satisfaction is important to them. Shame on you Doheny never again

  

  Business response

  06/17/2024

  Hello,

  I apologize that you were not satisfied with this product, and it did not work for your needs.  As a onetime courtesy we have issued a full refund back to the card used to place this original order for that item.  Please see below for our return policy, as it appears on our website.   Items that you are not satisfied with or otherwise would like to return that are not defective or damaged, our label costs through the carrier do have an associated $25 fee, you do otherwise always have the option to facilitate the return with whatever carrier of your choice. 
  
  To return any merchandise, place it in its original carton along with your contact information, order number if available, and the reason for the return. Send to: Doheny's ************** *********************************************. All returns must be pre-paid and insured. If you have any questions, please contact our ************* Team at: ***************************************************************** or call us at **************. Refusing delivery on any shipment that is not damaged will result in shipping and restocking fees. These will be deducted from the refund amount. We must be notified of any problem with your shipment within 24 hours of delivery. Custom items are made to your specifications and therefore cannot be returned unless there is damage or a defect, in which case we will provide a replacement of the item ordered. Note: Excluded items are opened/installed pool liners, opened paint or chemicals, dive boards, drilled reel systems, pool lifts, furniture, cushions, discounted returns, *************** products, and ALL custom orders. All replacement parts with a value of $40 or under are non-returnable and non-refundable. Any replacement part returned past 30 days from the date of purchase will be disposed of and no credit will be given.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I accidently ordered the wrong pool chemicals on 6-1-24 and tried calling them they were closed to cancel order. Called on 6-2-24 to cancel the order, they stated that I could not cancel the order and to have the product rerouted back to their company from FedX they are taking $18 from me. This product has not even shipped with Fed Ex as of right now. Poor customer ********************** and this is a scam to steal people's money. If Fed Ex will not reroute the package I have to pay for the return myself. Complete scammers. They need to have a better customer ********************** department as well as be able to cancel in less then 24 hours.

  

  Business response

  06/13/2024

  Hello,
  I do apologize but as our website and confirmation emails do state Doheny's prides itself on delivering your pool supplies fast. To provide swift delivery service, orders are processed promptly for shipping. We are not able to stop the shipment, in that case the return policy would apply. Note, some items will ship from a third-party supplier. If that item has shipped or is in production, it cannot be cancelled.  Although the tracking information you were sent may not have shown movement, it more than likely was already in transit.  Tracking numbers do not show as shipped until the reach the first ***** hub and are unloaded and scanned in after departing our warehouse.  Unfortunately the associated fee for a reroute through the carrier is $18.00, the cost of a return label if not rerouted would have been $25 per our return policy also stated on the site.  I do see that it appears only a refund deduction of $8.50 was processed on your order as a courtesy. 

• Initial Complaint

  05/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Thursday, May 9, 2024, I placed an order with Dohenys, LLC for a pool filter and paid $249.99 plus tax for it. A ***** label with tracking number ************ was created on Friday, May 10, 2024. Because Dohenys advertises that it has thousands of items eligible for next day shipping, I was hoping to have the filter on Saturday, May 11 as I really needed it by Monday, May 13 at the latest. ***** tracking showed the item on their vehicle for delivery on May 13, but due to an Operational Delay, no delivery attempt was made. The same thing happened on Tuesday, May 14 and not knowing when or if I would get the filter, I traveled 70 miles roundtrip to a pool store to get a different one. On Wednesday, May 15 at 7:00 p.m. the ***** truck arrived at my home and I refused delivery after having informed Dohenys that I would be doing so. The filter was returned and received by Dohenys on May 22, 2024. Expecting a refund, I contacted the company on May 28 and was told that I would be getting a refund if I would consent to a reduction of $60.00 to cover the (what was supposed to be free) shipping. I explained that I refused delivery because the item was late through no fault of my own. I did not want to cancel the transaction and go to a pool store- in fact, it was a huge inconvenience I was trying to avoid in the first place. Dohenys, a multimillion-dollar company that touts its service "without the delay or hassle," is asking me to pay a 24% penalty for a situation that I did not cause. Doheny's should take up the issue of the $60.00 with ***** and extend to me some good will for something that was out of my control. Doheny's still has the brand new filter and can make a profit from someone else. I simply want a full refund.

  

  Business response

  05/31/2024

  Hello,
  We apologize to hear about the experience you had with this delivery.  We have researched the issue, and it does appear that the late delivery was caused by an issue with the carrier *****.  The package was shipped on time via our warehouse and based on your close proximity from our TX warehouse location should have otherwise arrived in 1 business day.  Typically, when orders are refused for any other reason other than damage per our return policy the shipping fees billed to us by ***** are to be deducted from the applicable refund.  After sharing your experience, we have gone ahead and credited you back in full for the order.  This amount will be refunded back to the original card used to place this order, please allow approximately 72 business hours for the credit to be visible. Thank you for bringing this issue to our attention. 

  Customer response

  05/31/2024

  [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,
  
  *******************
  

*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. ↩