ComplaintsforDoheny's, LLC

• Initial Complaint

  08/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a solar pool blanket in May 2020 that I installed over 4th of July Weekend. The cover I bought has a 7 year warranty. Around July this year I noticed blue bubbles come off every time uncovered the pool. Now there are holes where the bubbles are supposed to be and everytime I uncover the pool the pool is full of the blue bubbles. On top of that it does not retain heat as it should. I have emailed Doheneys with the problem on August 20th and have emailed them every few days to ask them to kindly reply. I have not got any reply. I have attached original invoice as well as photos of pool cover. Since the bubbles are very small it is hard to see clearly. I can send more photos and any other details as requried.

  

  Business response

  09/14/2021

  Hello,

  I apologize you have not received a response to your inquiries, I would like to confirm that you are emailing *************************************** as I do not see that we have received any of your messages.  Please see below for the instructions to start your warranty claim with the cover that you received. 

   

  Warranty Email Address:
  ******************************************
  
  
  Dear Valued Customer,
  
  
  We apologize you have experienced this issue with your cover; Please see the steps below to start a warranty claim.
  
  
  We ask that you submit 2-3 photos of the defective area of the cover to DEI Warranty, at the email address listed above
  
  
  Please include your original Order Number: Name, address, phone number and detailed information of problem for faster processing.
  
  
  Once the pictures are received, it typically will take 3-5 days for DEI to review the pictures; they will contact you by email to inform you of the results of your claim and how to proceed in replacing the cover.
  
  
  You will be responsible as stated in the warranty for any shipping fees and any applicable proration fees, if approved. (Accepted Payment Options: Personal check, Cashier's check, or Money order ONLY)
  
  
  The warranty covers manufacturers defects, which include seam separation and delamination of the cover. If available please submit a picture the separated seam for warranty.
  
  
  If you are not able to email pictures please mail a 8 X 10 INCH sample of the damaged area to: *********************************** 53158
  
  
  After submitting the sample if you have any further questions or concerns, please reach out to DEI Warranty at **************.
  
  
  PLEASE BE ADVISED, the warranty as stated on your warranty card excludes: faulty installation, deflation of the bubbles on solar covers, improper acts of others, damage due to abrasion or grommets pulling out and acts of mother nature (extreme weather conditions).

• Initial Complaint

  08/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/24/21 I purchased Hayward EC 40 AG Filter System order # 032121-3000-814. The order arrived promptly. When I opened my pool in May I set up the new filter system only to find that the new filter was cracked with significant leaking. Additionally, 1 of the hoses that came with the system also was leaking significantly as soon as it was put on the filter. I set up my old filter with the new pump and 1 of my old hoses. On 5/21/21 I tried to call customer service and was unable to get through so I started an online chat with ***** explaining my issue. The chat took 2 hours as she kept having to go ask someone else my questions. She indicated a replacement would be sent. I explained since I had already opened my pool I had set up the new pump and that I wanted only the filter and the 1 hose replaced. She indicated she could not send a replacement hose as this isn’t something your company stocks. There was no apology for the inconvenience and the time it took for this chat.

  

  Business response

  09/13/2021

  Hello,

  I sincerely apologize for the defective merchandise in which you received and also the quality of experience you had with trying to resolve this issue.  I would like to thank you for bringing this issue to our attention and also attempt to ensure we can resolve this situation for you.  There is some additional information that we need from you to guarantee we get you the correct parts for your specific filter,  it is true that we do not stock these parts but we are typically capable of drop shipping them from the manufacturer.  The manufacturer does require specific information such as serial nu. unique to your specific product however.  I will have someone reach out to you as soon as possible so that we can gather this information & hopefully resolve this issue for you. 

  Customer response

  09/14/2021

  [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

  08/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered on 5/19/2021 2 pool floats from Doheny's Pool Supply. The company has a price matching policy on their website, however when I called to get a $26.00 price adjustment they do not honor price match from Amazon even though that was not stated on the website. I disputed this with my credit company thru paypal. Fast forward to July the product was defective the floats would not hold air so Doheny's asked that i cut the valve and return which i did confirmation from Doheny's on 7/23/21. They now claim to have refunded 144.58 on 7/28/21 - screenshot attached to paypal. Neither paypal or discover have this refund. Doheny's claims the dispute needs to be closed in order to refund the money - i have written confirmation this has been closed, even with this confirmation Doheny's is withholding my refund. So i have no refund and no floats.

  

  Business response

  09/13/2021

  Hello,

  I apologize for the defective merchandise that you had received.  It is true that PayPal does not allow us to issue refunds on disputed transactions.  We have been checking back with PayPal in attempts to issue the refund back to your account and attached I have included exactly what is displayed to us on PayPal when we attempt to issue this refund. PayPal will not allow us to issue a refund as a dispute was made on this order for the price match adjustment.  Please contact PayPal to inquire why they will not allow us to reimburse the funds associated with this transaction.

  Customer response

  09/24/2021

  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.
  
  The refund has not been issued I provided confirmation that product was returned along with proof the mat Discover has closed the dispute therefore refund should have been released and it was not 
  
  Regards,
  ***** ******

• Initial Complaint

  08/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I HAVE BEEN TRYING TO GET THESE PEOPLE TO STOP HOUNDING ME WITH THEIR INCESSANT JUNK MAIL FOR YEARS NOW AND IT NEVER STOPS! I DO NOT EVEN OWN A POOL! FIRST, THEY WERE SENDING ME CATALOGS AT MY ADDRESS AND WITH SOMEONE ELSE'S NAME. I MUST HAVE CALLED DOZENS OF TIMES TO GET THEM TO TAKE MY ADDRESS OFF THEIR LIST AND FINALLY THE JUNK MAIL STOPPED. NOW, I STARTED RECEIVING MORE CRAP FROM THESE PEOPLE ADDRESSED TO ME WITH A POSTMARK FROM LS DIRECT. SO THEY ARE BUYING LISTS FROM THESE LS DIRECT PEOPLE AND CONTINUING TO HOUND ME WITH JUNK MAIL WHEN I DO NOT OWN A POOL! WHEN DOES IT END?! HOW MANY TIMES DO I HAVE TO ASK THEM TO STOP HOUNDING ME WITH THEIR CRAP JUNK MAIL?! THEY ARE PAYING THIS LS DIRECT TO HARASS ME WITH JUNK MAIL. THEY SHOULD CONTACT THESE PEOPLE AND TELL THEM TO TAKE MY NAME OFF THEIR LIST. BELOW IS HOW MY INFORMATION APPEARS ON THE CONSTANT JUNK MAIL FROM THEM. STOP IT NOW! ***** ***** OR CURRENT RESIDENT *** ****** **** ** ************ ** **********

  

  Business response

  09/11/2021

  Hello,
  
  Thank you for contacting Doheny’s, I sincerely apologize that you are still receiving these mailings after requesting you be removed from the mailing list. Your request to be removed from our mailing list has been escalated with the Company we utilize to send these catalogs.
  
  Please note that despite our best efforts, you may receive an additional 1-3 catalogs. However, the catalogs should cease all together after these queued mailings are sent. Thank you for bringing this issue to our attention, we greatly appreciate your feedback.
  

  Customer response

  09/15/2021

  [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. ↩