ComplaintsforDoheny's, LLC

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Pentair MasterTemp Pool Heater ******* BTU, *********** from an authorized dealer Doheny's on 4/2/21 and it was backordered so wasn't delivered until end of May 2021. I had a professional plumber install the unit as stated in the manufacturers manual to do. About 2 weeks ago I noticed the heater was not working and contacted Doheny's to see what I should do as on their website it says it has a 2 year warranty. They told me to contact the manufacturer Pentair to get it repaired or replaced under warranty so I contacted them. They told me it only had a 60 day warranty since I purchased it online. I chatted with Doheny's again and they told me to tell the manufacturer Pentair that I purchased it from their catalog by calling in the order and not online since a catalog order would give me the 2 year warranty. So they were telling me to lie about how I purchased it. The 2 year warranty stated on Doheny's website is totally misleading and false advertising. If I would have known this heater only had a 60 day warranty, I would not have purchased it. Last I heard was Doheny's was in contact with Pentair and this was about a week ago. I am now stuck with a heater I paid $1200 for and stopped working after only 10 months. I have numerous live chat sessions with Doheny's and no resolution. I do not want another heater as I cannot trust the durability of them anymore. I feel due to the misinformation and false advertising of the warranty, Doheny's should take this heater back and issue me a full refund or I can dispose of the heater after refund is issued. Attached is info regarding receipt, chat sessions with Doheny's, emails with the manufacturer Pentair and pictures of the service light on, leak inside and serial number of the heater.Thank you very much,*****

  

  Business response

  04/01/2022

  Hello,

  I apologize for the confusion that occurred with your warranty claim and the manufacturer.  It is true for most retailers if the item is bought online the warranty is only for a 60 day period, however our company does have an exclusion to this rule.  We were able to intervene and contact our representative from the manufacturer who was willing to issue a full credit for the item and also not require a return.  However since this order is from a year ago, our system does not permit us to issue a credit back to the card that was used.  We have issued a check for the full amount of the order which will ship out to you via the USPS.  Please allow approximately 5-7 days for this to arrive.

  Customer response

  04/01/2022

  [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 do appreciate the fast response in taking care of this issue.
  
  Regards,
  
  *********************
  

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In Aug, 2021 we were sent a box to send our original pool cover to ****************** to use as a template to make a replacement.Over the next two months I requested an update on when I would receive the cover with little to no reaponse from Doheny's. On 10/25/2021 an order for closing chemicals was received and I reached out to Doheny's once again, as I never ordered this product but our credit card was charged $51.00. Still no communication as to when pool safety covers delivery.On 10/30/2021 I filed a dispute with my credit card company. On 11/4/21 a shipping confirmation came with reference to the cover. Upon receipt we opened the box and found that the cover was for a kidney shaped pool and we have a rectangular pool and it was determined to be another customers serial numbers on it.On 12/3/21 Doheny's confirmed error, however claims that because we disputed the amount they could not reverse the charges.The dispute was found in their favor and as of this date, 02/28/22, they are refusing to answer any of my requests for credit or even replacement for item I should have originally received. My out of pocket is a total of $1,890.58 for the cover plus the $51.00 for chemicals I will never use.

  

  Business response

  03/14/2022

  Hello,

  The closing kit that was shipped is a free promotion offered when purchasing a safety cover, the cost of the kit is deducted from the cover price however how the system is set up if the kit is on backorder it will **** in order to ship.  However that $51 was subtracted from the cover price and still works out to be free of charge.  We do sincerely apologize for the delay in the cover many manufacturers are suffering the supply chain demands in addition to recovering from mandatory shut downs in the beginning of the pandemic.  It is our sincerest apologize that the manufacturer in addition made an error by sending the incorrect product. Disputing charges and filing disputes with the card company unfortunately severely slow down the process in which we are capable of refunding you traditionally.  The issuing bank puts holds on these funds until the dispute is settled which we were informed potentially takes 8 or more weeks.  The day we were able to find out the status on the dispute was filed and that the funds were re-released we did refund the order in full. 

  Customer response

  03/14/2022

  [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

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a pool cover and it broke after the first snow (Order# *****-4000-266). They ignored my request to fix the issue and even hang up the phone on me. I need full refund now after this experience!

  

  Business response

  03/01/2022

  Hello,
  In the time since this complaint was submitted we have reached resolution with the customer.  The cover was installed improperly based on the manufacturers guidelines too much pressure was put on the covers springs causing them to fail.  An agreement between the Customer and the Company was reached and the springs were replace for the Customer at no additional cost, even though this damage was not covered under manufacturer's warranty. 

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/09/20 I purchased a pool cover from what I thought was a reputable company. The cover was 12 by 24 PS AG 10 year cover. Within the year, the pool cover had begun to deteriorate in my hands. It is junk. Order#******-4000-107. When I contacted Doheny, though well within the 10 year warranty period, the only solution they would provide was to charge me for shipping and send me the same junk cover. My contact was made on 9/3/2021 and today is 12/2/21 and still no replacment cover. I would like a full refund so I can purchase a pool cover from a reputable company that will last more than one year? I received no satisfaction from Doheny and I was told in very rude terms that I would not be receiving a refund, "we just don't do that." Even though the cover did not last year 1 of the 10 year warranty.I would like a full refund so I can purchase a pool cover from a reputable company that will last more than one year or at the very least a better quality heavy duty pool cover that will last more than one year? Also, how about some respect for a long-term customer. I asked to be removed from their mailing list. If the BBB really cares, they will do something about this company and this incident.My current order # is **************

  

  Business response

  12/15/2021

  Hello,

  The product you ordered does in fact come with a 10 year warranty. As stated in the warranty card that you received with this cover it is a pro-rated warranty and is for repair or replacement only.  I have attached a copy of the warranty card for reference.  Per our 30 day satisfaction guarantee, we are capable of issuing refunds with in 30 days of the original purchase date if you are not satisfied with an item, after 30 days only manufacturer warranty is applicable. 

• Initial Complaint

  11/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I obtained a custom safety cover, instant quote for our 16x32 in ground pool with 42 radius corners on various dates. The 12 Yr 99% HPI was consistently $1,246. Comfortable with the estimate, I filled out the 7-page order form. The following week I received a formal proposal for $1,198, in line with the instant quote. As I was getting ready to read off my card, the rep stated she forgot to check a box. Without apology she informed me the new total is $1,719, a 45% increase from what I was quoted by both the online tool AND THE FORMAL PROPOSAL. A sudden jump of $500 during THE PAYMENT PROCESS. She repeatedly stated the quoting tool is a ballpark estimate, 45% is not in the realm. I was told her supervisor, would call me IF she had a free second. An email was sent that acknowledged there was a bug in the instant quoting system and that their engineer was made aware and would correct. The supervisors options were to pay $1,719 OR pay $1,300 for a cover that is not suited for pool and forfeit my warranty. Neither of which seem like an appropriate solution. I feel Dohenys is using deceptive advertising and bait and switch. 1. Their website shows custom covers in green and blue ship in 72 hours. Not a usually ship or as soon as, but a statement of ship in 72 hours. This is deceptive in that current lead times are 8 wks. They shouldnt advertise something that they cant deliver. 2. Their online quoting tool is wildly inaccurate. I made them aware of the issue on 10/13 and they stated their engineer would correct. 3 representatives assured me this was a bug and that it would be resolved. However, 2 weeks later entering the same dimensions still results in $1,198 pricing. If they were made aware of the issue and chose not to correct, then to me it seems they are willing to deceive their customers; getting them to move forward with a very time-consuming measuring process and lengthy order form, then when they want to order the price is drastically increased.

  

  Business response

  12/13/2021

  Hello,
  All though it is true that there was a technical glitch via the website that had provided an incorrect quote, it is also notated on this quote that " This is only an estimate. This price may change based on more detailed information regarding your pool and safety cover requirements. Please contact one of our custom safety cover specialists at ************ for an exact quote."  This was also immediately brought to our technicians attention and has since been long resolved. In this situation it was also unfortunate that our representative had provided an incorrect quote.  Upon realizing this and after the situation was escalated to a Manager an offer was extended to the Customer to split the difference between the actual price and the misquoted price resulting in a discount of $260.40 as well as a free winter kit that was offered towards the purchase of this cover.  The Customer stated they needed to speak this over with their husband and would be in touch.  After 6 days an email was sent requesting that in lieu of the winter kit we discount the price of the kit as well towards the purchase price.  We were not capable of doing so, and the Customer then decided not to proceed with the order.  Although mistakes with quoting were made in this ordering process, fair compensation was extended but however was declined.

  Customer response

  12/24/2021

  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 reject notion this was just a system glitch. 
  
  1. Notably missing from your response was your 72 hour shipping claim.  I have attached a screenshot showing the 72 hour claim.  To reiterate my initial complaint, covers had an 8+ week lead time, not the 72 hours listed on the site. 
  
  2. If this was truly a system mistake, why wasn't this corrected; why did you allow erroneous pricing to continue on your instant quoting tool.  I brought the issue to your attention in mid-October.  I came back weeks later and you still perpetuated the inaccurate pricing for the specs I provided along with the 72 hour shipping claim.  The last screenshots I took were dated 10/25.  It wasn't until I contacted BBB that you made an effort to update.   

  
  It was solely because of the instant price quote AND 72 hour shipping claim that  my husband and I wasted our afternoon, spending 3 HOURS measuring our pool, taking 132 unique measurements and then ANOTHER hour filling out your 7 page form.  And yes,its true, when ********* initially offered to split the difference with me, I didnt shut it down immediately, because I felt I had no option.  It was time to close our pool, we have young kids and need a safety cover, invested FOUR hours of our time, and waited a week for the quote, narrowing my options further.  If it was not for your false advertisement I would have had an opportunity to source a cover through another vendor.   After reflection, I realized what Doheny's is doing is a deceptive and do not want others to be misled, this is the reason I rejected your offer and submitted the complaints. 

  
  And I understand what an estimate is.  A 44%swing is not an estimate.  Being off by $521 on an $1,198 quote is not an estimate.  The specs I submit in the tool were an EXACT match to what was on my order form.  There were no nuances that were uncovered during the quoting process.  I feel you should be held accountable for misleading your customers.  You should not make shipping claims that cannot be honored and if your instant quoting tool is as unreliable as it seems, it should not be used.  As a consumer I put my trust in these claims. 
  
  
  Regards,
  
  ***********************

  
  

  

  Business response

  01/17/2022

  The issues that have been commented on regarding the system error on the website, as well as the 72 hour turnaround time, have been corrected and removed from the website. The shipping guarantee was an offer made by the manufacturer of the covers and before issues stemming from the pandemic and supply chain were the case. Unfortunately with manufacturers still suffering these effects, this was no longer the case, it was removed from mention throughout the website. However, it does appear that this one graphic was unintentionally missed. We would like to apologize again for the issues you have experienced. We pride ourselves in the fact that we have serviced our customers reputably since **** and hope to continue to do so for many more years to come. The offer extended for this inconvenience is notated on this account and does still stand.

  Customer response

  01/28/2022

  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 series of dismissive, and quite frankly flippant,responses by the business show the lack an appreciation of the situation.  Whether accidental in nature or not, a business has a legal and moral responsibility to not make false advertising claims to consumers.  I count 3 in my situation alone a false instant quote - off by more than 40%, a formal quote - off by more than 40%, and MULTIPLE advertisements on their site claiming a delivery time almost 18x faster than what they can deliver upon.  That goes beyond sloppiness; it is a pattern.  The delivery claim was not just a single overlooked graphic that they are trying to portray, it was broadcast on the 'custom cover' landing page.  The error was not corrected after I brought it to the businesses attention.  Instead they allowed it to continue to be displayed, perpetuating a 72 hour timeframe and to allowed inaccurate quotes to be generated with their tool.  It was only after this was escalated through BBB that they corrected the site.  I find Dohenys to be deceptive and disreputable. 
  
  Regards,
  
  ***********************

• Initial Complaint

  11/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a pool cover from this company the same size I order ever year for the past 10 years. This is came too big , it literally sits in the ground overlapping by about 4-5 feet. I called and was told returns are not accepted and to send pictures via email which I have done 3x in 7 weeks and no one responds back at all. When I call back I am told to send the emails again and again and someone should respond within 24 hours which never happens. They sent the wrong size and wont do anything to help I was even willing to send it back. I ended up going to the local pool place spending more money and buying the same exact size that I ordered they them and it fits perfectly . I want a full refund or store credit as I spend a lot of money every year with this place. They should not treat regular customers like this and ignore us!

  

  Business response

  11/24/2021

  In the time since this complaint was submitted we have been in contact with the Customer and reached a resolution, the cover is being returned and a credit will be issued upon receipt. 

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, this letter is to file a complaint against the Doheny ******************** ************************************************************* at e-mail ****************************************************** We have an inground pool that was equipped with a one horsepower motor. When our pump went bad, we bought a replacement from Doheny, also a one-horse motor. This was May 24, 2021. This replacement barely worked for 3 months. And during the time we had it, our spa jets on our pool were not working properly. We spent time and money trying to fix this issue. The pump completely gave out and we contacted Doheny, they said they would replace the pump under the warranty on August 21, 2021. As we waited our pool started turning green, we contacted Doheny they claim their ******* warehouse would not send us the pump. Because of this we had to wait for their Ohio warehouse to send it. We were told we would have it by August 29, 2021. We could not use our pool. On August 31, 2021 our replacement pump came. After installing this pump, it was completely locked up and would not run.On that same day in desperation, we purchased a one-horse replacement pump from ******************** to replaced the Doheny's pump. This pump not only worked but all our problems with our spa were solved all the jets now worked fine.We contacted the company and told them about our issues, surprisingly they would not refund our monies, they would not pay for the return of their faulty pump, because we had bought another one. After this we contacted our credit card company, we used to purchase the first pump, they seemed to indicate they would refund our monies. But after some time of waiting for them to review the case they could not because of the time elapsed between the purchase of the first pump and the complaint. So, we are asking for remedy in this way as the card company suggested it was the way to proceed.We have in the original box the pump that will not turn over at all. We would like for them to pay

  

  Business response

  11/22/2021

  Hello,

  We have been attempting to contact you regarding the defective pump and have left a voicemail for next steps.  It is true that our return policy is 30 days from the date of purchase and then after that only manufacturer's warranty typically applies.  The manufacturer's warranty for this item is for direct replacement only.  As this is the second time you had this experience with this product we were able to make an exception to this policy and were contacting you with instructions on how to return that second defective unit for a credit. 

• Initial Complaint

  10/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased solar panels from this company and over time I had to purchase Several more due to leaks and manufacturing issues. I contacted them again due to having two more panels leaking at the seams. In the past they have provided replacement panels at a reduced charge for their defective panels but this time their stating the panels are out of warranty. I told them the panels I currently have are not from the original purchase but they are replacements of bad panels. They said it doesn't matter the warranty stems from the original purchase date. I'm not trying to get the replacements free but I do not expect to pay full price. Your assistance in getting matter resolved would be greatly appreciated.

  

  Business response

  10/22/2021

  Hello,
  The warranty for this product is a pro-rated warranty and dates back to the original purchase date.  The warranty does not restart in the instance that the panels need to be replaced under warranty. If this were the case the warranty would be a lifetime warranty and not a 5 year warranty as advertised.  The original panels were purchased in December of 2016, so there still is a little time left on the 5 year warranty.  We have sent to you in response to prior email what the pro-rated amount due for warranty replacement would be at this point.  If you need this information again, please feel free to reach out to us either by email or telephone at ###-###-####.

  Customer response

  11/01/2021

  I called Doheny's to find out what the reduced cost was and they said 15%. This means replacing my 4 defective panel would cost $428. This is not acceptable to me.

  

  Business response

  11/03/2021

  Hello,

  I do apologize but these are the warranty terms the warranty is a prorated warranty and being in the last month of the warranty of the 5 year warranty this would be the pro-rated amount to replace under warranty. 

• Initial Complaint

  09/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The beginning of August 2021, I purchased a 25lb bucket of Doheny's Non-Chlorine Oxi-Shock. Once I received it, I realized I bought the wrong product. I contacted them and asked how to ship it back. I shipped it in the same package it was sent to me. I had to pay $24.96 to ship it back. I sent them their product back back via *** 1Z55F04X0306796292. The tracking number shows it was shipped on August 6th and received by their dock on August 10th. I did not hear anything, so I contacted them via e-mail on August 30th. No one contacted me again until September 7th. They asked for my order number, which I gave them the same day. No further contact. I then had to contact them again on September 21st. Still no response from them until the 24th. They then said they never received it. I had to give them the tracking number which shows they received it. They still refuse to refund the money. I am asking for full refund and shipping costs.

  

  Business response

  10/13/2021

  Hello,

  I sincerely apologize for the wait you experienced in having this issue resolved.  The issue occurred because although the tracking shows delivered the item was not physically capable of being located as returned and therefor not processed through our return system.  I have researched the issue and based on the *** tracking showing delivered we have issued a credit back to the card that was used on the original order, please be advised that it does take approximately 72 business hours for this refund to become visible on your cards statement. 

*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. ↩