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:06/25/2025

  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.

  Purchased a vacuum and the vacuum immediately upon use is not working and there are broken parts. I contacted to seller and they told me to contact the manufacturer. I cannot get in touch with manufacturer I waited on hold for hour. The product has the seller name on it so it is actually their product and they are pushing me off.

  

  Business Response

  Date: 06/26/2025

  We understand how frustrating it is to receive a product that isnt functioning properly and appears to have broken parts. Please rest assured that we take quality concerns very seriously and are committed to making this right.

  To resolve this issue promptly, a replacement vacuum was already processed and shipped to you as of yesterday, prior to the return of the defective unit. According to the tracking information, your replacement is scheduled to arrive this coming Saturday, May 28.

  Additionally, a prepaid return shipping label was issued for the defective product so that you can return it at no cost to you. If you have not yet received the label or need any assistance with the return process, please let us know and well be happy to help further.

  While we understand your frustration regarding the manufacturers support, please know that we are standing behind this product and will continue to assist you directly to ensure this issue is resolved to your satisfaction.

• Initial Complaint

  Date:06/23/2025

  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.

  I placed an order for a part on June 19, 2025. The part didn't match up to my needs and wished to return the item for a refund. In the package was instructions on how to start a return for the item. I reached out to customer ********************** but they told me since it was under 40 dollars and return could not be processed. On the website when i ordered the part it said nothing about this policy otherwise i wouldn't have ordered the part.

  

  Business Response

  Date: 06/26/2025

  Thank you for reaching out regarding your recent order placed on June 19, 2025. We appreciate the opportunity to clarify our return policy and address your concerns.

  We understand that the part you received did not meet your needs and that you were hoping to return it for a refund. As noted in our Return Policy, which is available on our website, the following guideline applies:                          

   “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.”

  That said, as a one-time courtesy, we have processed a full reimbursement for this part. Please allow up to 3 business days for the credit to appear on your card statement, depending on your bank’s processing time

  Customer Answer

  Date: 06/27/2025

  [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 23506835, and find that this resolution is satisfactory to me. I would recommend that the business has that policy listed on the items that are affected so future customers are not miss leaded when order parts lower then 40 dollars.
  
  
  
  Regards,
  
  
  
  Francis Couto
  

• Initial Complaint

  Date:05/27/2025

  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.

  I contacted the company, via website chat box. I bought an item in April of 2024 and it failed in April of 2025. I was discussing problems I was having with ****** *****.During our exchange I was having issues getting her to understand. I was not ugly or disrespectful at anytime. I am aware they have a difficult job. BUT, she is a prime example of the type of person which should NOT be hired for a customer ********************** position. It appears ********* Pools does not cover warrantied items if the item tears up within the last warrantied month. My claim covers:1. Items not being covered under their 1 year warranty.2. ****** ******* inability to perform her duties as a customer ********************** rep. * VERY RUDE ) see attached conversation 3. Seals not arriving with a motor purchased on the same order. *can't install without the seals) ********** recieved on Saturday 5-24-25, seals not even shipped out 5-27-25.4. Additional charges are pending due to chemical imbalance and fungal/algea growth caused by the pump motor not running.

  

  Business Response

  Date: 05/29/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience youve experienced, and we appreciate the opportunity to respond and clarify.

  First and foremost, we regret that your interaction with one of our customer ********************** representatives, ****** *****, left you feeling dissatisfied. While our team strives to provide courteous and helpful support at all times, we understand that your experience did not meet that standard, and for that, we are truly sorry. We will review this matter internally to ensure expectations for professionalism and communication are upheld.

  In regard to the warranty for the pump motor you purchased in April 2024: Please note that warranty coverage is handled directly through the manufacturer, Nidec (***********), not through Dohenys as the dealer. ****** warranty process includes product assessment and resolution during the warranty period, and any exceptions or assistance would need to be directed to them. You can contact ***** customer support at ************ or visit their website at **************** for further instructions.

  Lastly, while we strive to resolve issues promptly via email and chat, there are times when discussing more complex mattersespecially those involving third-party warranties or technical issuesis better handled by phone. In this case, our team may have directed you toward a phone call to ensure a clearer and more efficient resolution.

• Initial Complaint

  Date:05/27/2025

  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.

  Ordered a pool liner with the advertising showing lowest price guarantee on May 9th.Shows delivered by May 20th in the order and didnt receive the order. So was looking at other options and saw the same liner from a competitor. So got quote from them with same measurements which was quote for ******* and will be delivered to home. So called them to check the status on the shipping and they said will be shipped in a day. So I asked to do a price adjustment as the site shows. They said can't do adjustment, so disconnected the line and checked the website which shows they will do price match for lowest price within 30 days. So called on Saturday May 24th and spoke to another customer care who said yes we can match the price for in ground custom liners which we do all the time but as they are closed to call back on Tuesday may 28th. Called them back on May 28th and said would like to get the price adjusted for the liner which I have not received it. So she asked me to send a email to representative whom I worked with. So I did so and she replied back cant do match on custom liners. So there is so much contradictory among the customer care representatives and website. So I would like to get this settled with price adjustment or would like to return on delivery.

  

  Business Response

  Date: 05/29/2025

  Thank you for reaching out and for providing the details regarding your recent experience. We sincerely apologize for the confusion and any inconvenience caused by the inconsistent information you received.
  

  We understand how frustrating it can be to receive conflicting responses, especially when it concerns a price match request. Wed like to clarify that we do honor our Lowest Price Guarantee, including for custom in-ground liners, provided that the price match criteria are fully met.

  To proceed with honoring the price match, we kindly ask that you forward a formal written quote from the competing retailer. This quote should include all relevant detailssuch as liner specifications, itemized pricing, accessorial charges, shipping fees, and delivery terms. Unfortunately, we are unable to accept a screenshot of an email conversation as valid documentation for a price match.

  Once we receive the complete and verifiable quote, we will be happy to review it promptly and apply the appropriate adjustment if it meets our advertised policy.

  We appreciate your patience and your continued trust in us, and were committed to resolving this matter to your satisfaction. Please feel free to send the formal quote to *************************************** and well take care of the rest.

  Customer Answer

  Date: 05/29/2025

  **** *****<*****************************>	4:32 PM (31 minutes ago)
  toCustomsales,me

  Hi Team,

  
  

  Attached is the requested quote. (2114.16)

  
  

  With Doheny's order I paid ******* plus tax for the same Findlay Vinyl.
  

  
  

  So if you process the adjustment, that would be great.

  
  

  
  

  Regards

  Prem

  _____________________________________________________

  
  

  
  

  ********* *************

  
  , MO, 63005
  
  
  Dear ********* *************:
  
  This message is in regard to your complaint submitted on 5/27/2025 against Doheny's, LLC.  Your complaint was assigned ID ********.
  
  Doheny's, LLC has sent the BBB a message regarding this complaint, and we are passing it on to you.  The contents of this message are below or attached.  Please review and advise whether you accept or reject the businesses response and provide an explanation of your position within the next 10 days. 
  If the BBB does not receive a response from you within ten days, your complaint will close as Assumed Satisfied. 
  
  Regards,
  
  ***** ******
  Lead Trade Practice Consultant
  ***************************************************************************************************************************************************************
  Phone: ************
  Better Business Bureau 
  
  Please Note: The text of your complaint will be publicly posted on BBB's Web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any personally identifiable information when you tell us about your problem or in your desired outcome. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. BBB may edit your complaint to protect privacy rights and to remove inappropriate language.  
  
  
  MESSAGE FROM BUSINESS:
  
  

  Thank you for reaching out and for providing the details regarding your recent experience. We sincerely apologize for the confusion and any inconvenience caused by the inconsistent information you received.
  

  We understand how frustrating it can be to receive conflicting responses, especially when it concerns a price match request. Wed like to clarify that we do honor our Lowest Price Guarantee, including for custom in-ground liners, provided that the price match criteria are fully met.

  To proceed with honoring the price match, we kindly ask that you forward a formal written quote from the competing retailer. This quote should include all relevant detailssuch as liner specifications, itemized pricing, accessorial charges, shipping fees, and delivery terms. Unfortunately, we are unable to accept a screenshot of an email conversation as valid documentation for a price match.

  Once we receive the complete and verifiable quote, we will be happy to review it promptly and apply the appropriate adjustment if it meets our advertised policy.

  We appreciate your patience and your continued trust in us, and were committed to resolving this matter to your satisfaction. Please feel free to send the formal quote to *************************************** and well take care of the rest.

  
  

  Customer Answer

  Date: 05/30/2025

  Also attached  the line measurement form  which I sent to your company and competitor are the same.
  

  
  

  
  

  Regards

  Prem

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  On Fri, May 30, 2025 at 12:09 PM **** ***** <***************************************************************************************************************> wrote:
  

  Hi,

  
  

  This is exact quote which we get from vendors when we send them the measurements including from Doheny's quote,
  

  
  

  By the way, the first attachment which I sent with BBB was not a screen shot, it is from an email with the exact same measurements I sent to you and a competitor to get the price quote..
  

  
  

  Also checked the Vendor Findlay they can't sell it directly and recommend to get the quote from these vendors.

  
  

  So let me know if you need anything else from my side.
  

  
  

  
  

  Regards

  Prem

  
  

  
  

  
  

  On Fri, May 30, 2025 at 11:57 AM Doheny's Custom Sales <***************************************************************************************************************************************************> wrote:
  

  Prem,

   

  As outlined in our response to the BBB, the quote you provided does not meet the requirements for our price match guarantee. To proceed, we need an official quote from the competitornot an "insta-quote" or "quick quote" estimate, as referenced in the email you included

   

  

   

  The competitors quote must be based on the same detailed and formal measurements that were used in our process, to ensure we are comparing identical products and services. Until we receive a formal quote that meets these criteria, we are unable to honor a price match based on the current estimate.

   

  Thank you,

   

   

   

  Custom Sales **************************************************************************************************************************************************************************************************************************| Phone: *************** |************************** 10411 80thAve | ********************, 53158

   

  Customer Answer

  Date: 05/30/2025

  [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.  They just replied back the difference has  been credited.
  
  Regards,
  
  Prem
  

• Initial Complaint

  Date:05/23/2025

  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.

  I purchased a sand filter from Doheny's back in 5/2022. A little over 2 weeks ago, I discovered a leak in it with water spraying out from the seem which would indicate a manufacturer defect. I spoke to a supervisor, ***** on 5/7 to notify him and he requested that I send a picture or video to review and said someone would get back in touch with me. Nearly a week went by, and I never received either a return e-mail or call. When I called back and spoke to another representative, she said that there is only a 1-year manufacturer warranty on it. I asked her if there was even an option to buy an extended warranty on it and she said no. This was not a high-end filter, and I paid $350 for it but even if I would have purchased their higher end product and spent 3 times the amount, they still would have only had a 1-year warranty. I have talked to pool maintenance experts that have been in the business for over 30 years, and they said that the filter should last at least 15 - 25 years. After speaking to management, she only offered me a lousy $20 credit voucher which in my mind is an insult. I have been a loyal patron of Doheny's for over 10 years and have spent thousands of dollars on their chemicals and products. Their offer is simply not proper compensation for the time, energy, and expense I will incur to repair or replace it. Thank you.

  Customer Answer

  Date: 05/28/2025

  **SEE ATTACHED VIDEO FROM CONSUMER**

  

  Business Response

  Date: 05/29/2025

  Thank you for reaching out and for your continued support of Dohenys over the past decade. We truly value your business and are sorry to hear about the issue youve encountered with your sand filter.

  We understand your frustration and appreciate the opportunity to provide clarification regarding warranty coverage. As is standard across the pool and spa industry, the majority of equipmentregardless of brand or price pointcomes with a one-year manufacturers warranty from the original date of purchase. This warranty is provided directly by the manufacturer and is designed to cover replacement of defective products only. Unfortunately, it does not extend to monetary refunds or store credit, nor does it include the option to purchase an extended warranty beyond this initial coverage.

  While we have occasionally made goodwill exceptions in cases where a product failure occurs near the end of the warranty period, we must note that the original purchase date for your sand filter was May 21, 2021. This places the product over three years beyond its one-year warranty term, well outside any reasonable window for warranty consideration under both manufacturer guidelines and industry standards.
  
  The $20 voucher offered was a goodwill gesture, not intended to diminish your experience, but to recognize your long-standing relationship with us. We sincerely hope youll continue to shop with Dohenys and allow us the opportunity to better serve you in the future.

  Customer Answer

  Date: 06/02/2025

  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.]
  
  Regards,
  
  ******* *****

  Customer Answer

  Date: 06/10/2025

  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.]
  
  Regards,
  
  ******* *****

  Customer Answer

  Date: 06/10/2025

  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 do not accept their rationale and could not figure out how to write a response. If they offer the voucher, I will accept it but as I mentioned before, I will not do business with them anymore. 

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

• Initial Complaint

  Date:05/03/2025

  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.

  When I originally tried to order the item, customer ********************** first told me that they would need to create a support ticket, even though I told her that it was out of warranty and I wanted to purchase it directly. She then put me on hold and when she came back told me that it was out of warranty and they wouldn't cover it. I told her I understood that and again explained that I wanted to purchase the item. She then told me that the item wasn't available any longer and I needed to buy a new pump, even though the pump that she was trying to sell me was the same pump that I have. So I asked to escalate the call and spoke to someone who walked me through the process of looking up the manufacturer's part number in the filter manual, and provided me a part number for doheny's to order with. He stayed on the phone with me while I ordered the part and confirmed that I had the correct part, because I've been through this before with them where they sent me the wrong part. When I received the part yesterday, it was apparent that it was for a different and much larger pump, so I called customer ********************** to have them correct the problem. The customer ********************** representative told me that the part I was looking for wasn't available and when I asked for a refund told me that they would only refund my money if I sent back the the part that they shipped me, and that I would be responsible for the shipping costs. I told him that that was unacceptable and that I wanted to escalate the call, and he told me that there was no one available to take the call. I either want my correct part, or refund. I'm not interested in paying for the return of the part that they sent me erroneously, but I am more than happy to ship it back to them if they pay for a shipping label. Currently, based on my conversation with them, I am just asking for a full refund of my money. The contact phone number they've provided the BBB doesn't function right, no way to contact customer **********************.

  

  Business Response

  Date: 05/29/2025

  Hello,
  We certainly apologize that the correct part you were looking for was not available.  I do see that in the time since this complaint was filed a refund has been issued back on this order in full without the need for return. This refund was processed on 05/06/2025 and should have been available that same day.  We apologize again for the misunderstanding and the incorrect information being relayed.

  Customer Answer

  Date: 05/29/2025

  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 still don't have the part I need, and my pool has been unable to be used for several weeks now due to your refusal to deal with the mess your CSR made. 

  I don't like being lied to, and you're still doing it. 

  Your reply starts that the part your representative sold me, or sent me, was incorrect and that the part I need isn't available. 

  Either you're lying to me now about the part not being available, or you're lying to the people you're selling the pump and filter to (it's STILL available for sale on your website) by telling them that the pump and filter are under warranty. 

  How are you going to warranty a pump and filter if the parts aren't available? 

  The complete lack of interest that you've shown in dealing with this problem, until i was forced to file complaints, is utterly unacceptable, and refunding my money for a part that i shouldn't have ever been sent to begin with is a GREAT start, but hardly fixes the issue of my not being able to repair the pump and filter, since YOU ARE THE ONLY SOURCE FOR PARTS FOR IT. 

  I'm happy to pay for the part, I just need someone competent, that knows how to do their job, to send me the correct part. The pump and filter is SKU 5216, and from the manufacturer manual where the parts are located, it's item 6, "drain plug" with a part number of *********. I found this information by going to your active website and searching for "small pool filter". If I can find it why can't your CSR?

  Please have someone let me know the best way of getting that part from you. 

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

  

  Business Response

  Date: 05/30/2025

  To clarify, the part youre referring toitem 6, the "drain plug" with part number *********is not, and has never been, available for sale individually. This part was not listed for purchase at the time of your original order, nor is it currently an inventoried item in our system. While it is included as part of the complete pump and filter unit (SKU 5216), it is not sold separately, which is why our customer ********************** team was unable to locate or offer it as a standalone replacement.
  

  That said, we want to help. We are reaching out to our returns department to see if they are able to retrieve this specific part from a returned unit that is still in good condition. If we are able to locate one, we will gladly send it to you at no cost. Please note, however, that this is not guaranteed, as availability depends entirely on the condition of our returned units.

  We understand how important it is to get your pool up and running, and were doing what we can within the limitations of our inventory and processes to assist.
  Thank you for your continued patience, and well follow up as soon as we have an update from our returns team.

  Customer Answer

  Date: 05/31/2025

  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.
  
  How do you warranty a unit you're selling if you don't have parts for it??? Your reply makes no sense, whatsoever, and even if it did, why aren't you training your CSR with that knowledge. I was led to believe that if the unit was still under warranty, that it wouldn't be a problem at all, but as soon as it was determined that it was no longer under warranty, your people sold me a different part, after determining I wasn't willing to buy another band new pump. At NO TIME did anyone ever say what you've just said in your most recent reply to my complaint. Beyond that, I find your attempts at pretending that this level of customer ********************** is available to everyone exceptionally disingenuous, since it isn't even remotely what I dealt with up until filing my complaint with the BBB. I don't care if you need to ship me an entirely new filter unit to make this right, I expect it to be made right. If you are not keeping parts for repairing a unit you are selling, after the warranty is up, just so you can force obsolescence, then selling the actual unit you are claiming obsolescence for is fraud. At NO POINT was I ever informed that the pump and filter unit had an expiration date of which the entire unit would need to be replaced due to a failure on your part to keep parts to repair the unit. This song and dance you keep playing only serves to show how far you are willing to go to avoid being the responsible company you advertise yourselves as. IF you are capable of making the situation right as well as being honest about what's going on, then I'll consider the matter closed, but until then, don't expect me to give an inch. I'm done being willing to "give a little, to get a little" rather than companies just being honest and having integrity. It isn't our responsibility to do your jobs for you. YOU need to be honest in how you represent a product you are selling, YOU need to train your staff adequately and YOU need to be accountable for mistakes that are made. NO PART of what has happened here should EVER be on the consumer to be accountable for. The only part of this that falls on the consumer is due diligence of the products they are buying, and if YOU intentionally misrepresent the nature your products, then you are in fact defrauding your customers for financial gain, and I am DONE playing along and playing nice. The resolution I expect is for there to be no more excuses and I have the correct part shipped to me, even if it needs to be taken from a brand new pump that you are still actively selling, and take accountability for the business practices you are utilizing that got you in this mess to begin with instead of making it your customer's problem to deal with. #1 customer **********************? What a JOKE. 
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 06/02/2025

  We want to inform you that a replacement part has been shipped to you at no cost via *****, with an expected delivery date of today. The tracking number for this shipment is 881665484209.
  In addition, we have already issued a full refund for your original order to your ****** account as of May 15, 2025, to ensure you are not out of pocket for the incorrect item you received.
  

  We understand this situation has been frustrating, and while some of the confusion may have stemmed from part compatibility and availability, weve done our best to resolve the issue. We hope this resolution meets your needs, and we apologize if it falls short of your expectations.

• 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,
  
  **** ******