ComplaintsforDoheny's, LLC

• 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,
  
  *******************
  

• Initial Complaint

  05/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I shopped on this business website in need of supplies for my pool. The advertised delivery for ********* states Next Day Delivery to ********* **. Which is the city I live in, so I continued to purchase chlorine for my pool on 05/21/24. Believing I would get my product the next day 05/22/24. When I check on my item on 05/23/24 I noticed the delivery date said 05/30/24. I decided to contact the company and encountered a customer ********************** Agent that advised me that they shipped the item next day as promised I would need to contact ***** myself to resolve the issue. I asked if she could since that is their vendor they use to ship. She told me they are unable to make any outbound calls. I asked to just refund me I need the chlorine before the 30th, she told me I will have to pay $18 to cancel the shipment. I asked to speak to a supervisor since she was unable to help me with my issue with the misleading comment on their website. She transferred me to a supervisor named Hope that continued to tell me that I should have clicked on the details to see that it is only some items are delivered next day. I told her the website doesnt have that. She instructed me to click on the word change and then details. Which living in ********* why would I change the city? She told me the item I ordered wasnt in stock at the warehouse in *********, it was shipped from the Wisconsin warehouse. She then asked if I had any questions I should have called them to ask. I asked her why would I call it was clear on your website, she refused to acknowledge the misleading information on their website. I asked her to update it to say click here for details so consumers see up front thedetails. The item is still in ******* since 05/23/24, the item is clearly not moving, she told me its a Holiday weekend that is why it wont get there until the 30th. Which is 9 days. She ended up hanging up on me after I told her I will not be buying from them again and their customer ********************** was horrible.

  

  Business response

  06/03/2024

  Hello,
  We apologize to hear about your recent experience. Please allow us a moment to explain, while it is true that we do offer next day delivery on 1,000's of skus, this is ultimately dependent on that specific products location in juxtaposition to your own.  As this varies by the item, on each product page just under where the item can be added to your account the shipping time frame updates based on the zip code that was input.  Other than for ****************, *********, not all products are stocked at all locations and therefore not available for next day delivery. Only those items with a Next Day Delivery designation on the product page can be expected to arrive the next day and orders must be placed by 3:00 PM Local Time (exceptions include our Texas warehouse by 2:30 PM). We do see that the item you ordered was only available in our ****************, ********* location and this would have accounted for the additional shipping days.  However, it does seem that it did take a little longer even considering the travel.  We do apologize for the delay and have issued a partial credit back to the card that was originally used to place this order. 

• Initial Complaint

  05/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Hello and thank you bbb for accepting this complaint. I purchased a pool pump from this company and once the season became warmer I went to set it up. Missing parts, no instructions and the pump itself does not align to the pump tray. Now, I even had two pool specialist here attempting to piece together this pump I paid a premium for. I would like actual contact by the business and proper instructions, as well as replacement for the parts this pump is lacking.

  

  Business response

  05/24/2024

  Hello,
  I do apologize for the issue you have experienced; I did not see that any other form of contact was made for us to attempt to resolve this for you until this complaint.  As our email conversation stated we will send out a replacement part to resolve the defective item that you had received and send some extra O-rings as well for the hose that was missing these.  T

  Customer response

  05/25/2024

  [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. 
  Thank you *****!!
  Regards,
  
  *****************************
  

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a warranty claim for a solar cover purchased on 4/6/2022. This particular cover has a 7 year warranty. After sending them pictures, they approved my claim! However, they then went on to tell me I needed to send them a checked for $139.06. I paid $157.49 for this with free shipping. The current price of this product is $157.49 with no shipping. This is just mind blowing that it is prorated like this, and that they are saying I'm in year 3. I initially emailed them in March, which would have been 2 years. They told me two days ago on the phone when I called to re-email them because in March they were 3 DAYS behind on warranty claim emails. This makes me wonder if they were just ignoring it to push it out further. 5/8/2024 The manufacturers warranty on your cover has been approved. Prior to processing the replacement order, a check or money order in the amount of $139.06 is required. Youre in season 3 under the warranty.Please disregard the warranty card that accompanies your replacement cover. Your original warranty is prorated back to your original purchase date of 4/6/2022.Your replacement order will be processed upon receipt of both payment and a signed copy of this letter.Replacement Cost $110.24 Tax Cost $8.82 Shipping Cost $20.00 Total Amount Due: $139.06

  

  Business response

  05/09/2024

  Hello,
  I do apologize to hear about the defective cover that you received.  Please note that the warranty for this product is upheld through DEI.  The manufacturer warranty does detail the proration structure and shipping fees that are due with these replacement covers.  Attached I have provided a copy of the warranty card that you received with in the box with the original cover.  In order to replace this cover under the terms of the warranty we would need a check or money order for this amount and the signed approval letter you were provided mailed to us.  Thank you. 

  Customer response

  05/09/2024

  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.
  
  [Please type your response here.]
  I had originally sent them an email on March 3rd.  Which would have been in the 2 year period requiring 0% paid.  Yet they somehow didn't get a chance to respond to that email.  So i finally called them and they requested I send a new email because in May they were 3 days behind on emails.  I informed him my original email was over 2 months ago.  This caused the new email to be after the 2 year mark.
  Regards,
  
  *******************************

  

  Business response

  05/17/2024

  The earliest we had record of conversation was the beginning of May, we do apologize.   We have reached out as a one-time courtesy to reverse this decision and approve the warranty retro dated.  You should have received a phone call and an email with instructions on the next steps to proceed. 

  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. 
  

  Sorry I forgot to respond after a few more phone calls and back and forth they honored the warranty under the 2 year rule and replaced it with only $20 due by me for shipping

  
  

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

  
  

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a 18'x36' inground pool cover on September, 2023. This cover has a 10 year warranty. This cover didn't last 6 months, let alone anything near the warranty period. It has ripped at the eyelets, the seams, and several other places. I contacted customer ********************** and sent them several pictures of the defects. He referred me to their warranty department DEI. I sent pictures of the damage and RIPPING AT THE ****** along with eyelets being pulled out. I received an email back saying this was damage due to "misuse" and "too much weight" I've owned in ground pools for 10-years and have never had an issue with a pool cover until now. I AM NOT ASKING FOR A REFUND, ONLY A BETTER COVER FOR THE ***** I PAID. This cover was defective and did not last 6 months. 10 year warranty????

  

  Business response

  05/09/2024

  Hello,
  I do apologize to hear about the cover tearing, thank you for bringing this experience to our attention.  DEI 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. All replacement covers are subject to a $20.00 shipping fee plus any applicable pro-ration. We have reached out to the warranty company to reevaluate the pictures you had sent, and they did inform us they have reversed the decision and approved the warranty claim in this instance.  Please check your email as they have sent you a message with instructions on next steps of how to replace this cover.  Thank you.

  Customer response

  05/09/2024

  [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

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 pool heaters from this company and later decided I only needed one so I shipped the other one back for a refund. The shipping company damaged the heater in transit but the idiots at dohenys signed off for the delivery so the shipping company will not pay out insurance and dohenys will not refund for a damaged product. I was not contacted about the issues or anything. I did not find out about this issue until weeks later when I called about my refund status

  

  Business response

  05/09/2024

  Hello,
  I apologize as we have been attempting to reach you via the telephone number provided and have been unsuccessful. I do apologize to hear that the heater had been damaged in it's return.  What you were instructed is typical for items that are returned damaged or in not new or resalable condition, typically no credit is due.  However in this case as the Company did fail to refuse the package and we did accept the delivery in error, we have gone ahead and processed a refund back to your order minus our 20% restocking fee. It typically takes uo to 72 business hours for these funds to appear on your cards statement. Please see below for the return policy.  Thank you. 

   Satisfaction guaranteed! If you are not completely satisfied with any Dohenys product, return it within 30 days in new/unused condition for a full product refund, excluding any shipping or handling.
  Note: Special return restrictions apply to ********************** which include Zodiac, Polaris, Jandy, and Aqua Products. Please contact ************* for details and instruction on these products. Opened/installed pool liners, opened paint and chemicals, dive boards, drilled solar reel systems, clearance products and ALL custom orders are not returnable, thus are excluded from this offer.
  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

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Return was not free. Paid $100 to return a Pool pump because it exceeded safe Hp. It was over what I needed. Consulted with a pool specialist and they told me excessive *********** could damage my return lines. When I bought the pump I was told and it's advertised free returns. Buyer the return is NOT FREE! The consultant at Dohenys told me more Hp is better and that I would be OK. Honest pool companies advise against this. Buyers stay away from Dohenys!

  

  Business response

  03/08/2024

  Hello,

  I do apologize for your experience, I do see that in the time since this complaint was submitted our ************* Team has reached out and was able to resolve this issue for you.  Thank you for bringing this to our attention, we greatly appreciate your business. 

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a solar cover in June 2021 that had an eight year warranty. I bought the top of their line which boasted the " 8 year warranty". We wrapped our cover every day when removed and followed all manufacturers guidelines. It began to fall apart after the summer ************************** the fall of 2023. After sending them pictures and explaining the damage more than once, my concern was finally appreciated. My Solar Cover received " Warranty Approval". The letter read " Prior to processing the replacement order, a check or money order in the amount of $190.68 is required. "A new cover cost was $196.00 This was a complete waist of my time, and this practice should not be allowed to go on undocumented. I had been a customer for over 35 years. Thank you for your time.Prior Doheny's customer,********************************

  

  Business response

  03/06/2024

  Hello,
  This is the manufacturer's warranty for the cover controlled and set forth by the manufacturer of the product.  This warranty is standard across the industry and the terms were provided at the time of purchase and upon receiving the cover.  We have been in contact with the Customer in regard to the warranty and have offered some courtesy options that do vary from the warranty.  Attached is a copy of the terms that were provided to the Customer at the time of purchase and upon receiving the product physically. 

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting on a replacement pool cover over a month. I mailed a check they claim they never got. I mailed another certified do I could track it. They told me they didnt have it and I proved otherwise. I then found a email they wanted a signed form. The first one was sent electronically. They want it in writing now. Its now snowing her in pa. And I still have no cover. Im had a return of an additional cover I purchased from them on Amazon. I explained I needed a cover while I could get help because my husband was I the hospital with a knee replacement and I was alone. That cover came too small. After getting concerned I was still unable to return this Amazon handled all this saying it was rediculous. And refunded my money for that one. I have 2 checks out for the warranty cover. That was sent before thanksgiving. And still no cover or no returned checks. I have been more than patient. Please help.

  

  Business response

  12/26/2023

  Hello,

  I do see that the replacement cover was processed for you on 12/19/23 and has since delivered to you on 12/21/23. The first check was never delivered to us which is why the replacement was requested to process the warranty replacement, per the attached warranty card. I do apologize that the first check was lost by the carrier, we would suggest cancelling that first check with your financial institution. 

   

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