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:04/13/2023

  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 pool chemicals from Dohneys on April 10, 2023 at the time they were having a Flash Sale of 20% off. The confirmation email I received didnt say which pool chemical was purchased and when delivery the next day (April 11) it was the wrong item and damaged. I immediately reached out and was told to send an email with photos. Customer ********************** replied and they are willing to give me a refund and sent a return label. One issue is I have to pack the item that spilled from its container and the second is I have to take it to a specified shipper -mind you, its 50 lbs which is more than I can pick up. Regardless, during my exchange with customer ********************** I asked how much the correct chemical was and I was quoted 50 lbs of bromine tablets, item *****, are $249.99. I asked if they could help me with the order and was told I needed to enter a new order which wouldnt have been an issue except when I entered the item number provided it came up as $249.99, but once added to my cart it was $449.99. I sent another email with pictures showing the discrepancy and after several back and forth communications I was told 1, that the discount code is no longer available and 2 that the price for 50lbs is $449.99 even though the price online clearly showed $249.99 for the 50lb container.

  

  Business Response

  Date: 04/20/2023

  Hello,

  I do apologize for the product arriving damaged. I do see what was ordered and delivered was a 50 lb bucket of chlorine tablets.  A return lable was issued with in the return label are instructions to arrange for ***** to come and retrieve the product.  Once the product is returned, we would be more than happy to refund you.  If it was bromine tablets that you needed I do see these are also $249.99 but that is for a 25 lb bucket and different product then originally ordered. So if a qty of two was ordered that total should have as you stated equaled $499.98 

  Customer Answer

  Date: 04/20/2023

  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 company clearly made an offer to sell 50 lbs of Bromine for $249.99 as evidenced by the attached screenshot.  Only after I accepted the offer to sell and tried to purchase did they update their website to no longer have the offer.  Uniform Commercial Code requires when an offer is made and accepted that the seller proceed with sale.   I will accept purchase as advertised as acceptable resolution.   This false advertisement was their mistake not mine.  Why now do I have to spend twice the amount?
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 05/01/2023

  Added photos of both messages from customer ********************** stating ***** of bromine item ***** is $249.99 and screenshot of item number ***** and price online online of $249.99. After letting customer ********************** know the pice was changing to $449.99 they told me that $449.99 was the correct price -they updated the website and refused to sell me the 50lbs of bromine both quotes by customer ********************** and shown online  

   

  Customer Answer

  Date: 05/02/2023

  Pictures/screenshots attached. thanks

  

  Business Response

  Date: 05/10/2023

  Both the 25lbs and the 50 lbs are listed on the same product page.  The appropriate option must be selected to have the price reflected correctly.  I do apologize again for the confusion, but the price was not doubled on this item.  This has been the price, it is currently on sale however for our big chemical sale. 

  Customer Answer

  Date: 05/18/2023

  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.
  
  There is no confusion on my part, your customer care representative on April 12, 2023 at 8:16 PM CDT stated "the 50 lbs of bromine tablets, item *****, are $249.99 (see attached Picture 3). As well as your website, showed "Hydria Clear 1' Bromine Tablets, 50 lb $249.99" (see attached Picture 1). Please note that your website was immediately updated upon my complaint. I would greatly appreciate your company honoring the price quoted by both your representative and your website.
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 05/19/2023

  Hello,

   Dohenys is not responsible for inadvertent misprints or errors. Prices are subject to change without notice. Products may be subject to availability.
  

• Initial Complaint

  Date:04/10/2023

  Type:Delivery 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.

  We purchased pool equipment from Doheneys on April 2 2023. According to ******** the equipment was shipped on April 3 , We have not received the equipment yet! Today is April 10th !

  

  Business Response

  Date: 04/13/2023

  Hello,

  I sincerely apologize it does appear that there was an issue with your shipment with the carrier.  I have issued you a replacement to be sent out at no additional cost, a seperate email will be sent to you with updated tracking information on the new order.  Thank you for bringing this problem to our attention, we greatly appreciate your business. 

• Initial Complaint

  Date:04/01/2023

  Type:Delivery 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.

  Order number 031223-3000-283 Ordered a 24 round x52 liner sku(64041BOUL52IN25GA The installers went to put it on and they said it is for a 20 x 48 liner. Now I have a liner that will not work and am out $2,000 due to Dohenys sending the wrong product. Now Im worried about my pool falling. I need resolution on this quickly. I have tried to call and customer ********************** will not answer.

  

  Business Response

  Date: 04/20/2023

  Hello,

  I do see that this item has been returned and refund was issued in full back to the Customer as of 04/05/2023.  I apologize for the wrong item being sent. The refund should reflect on your cards statement approximately 3 days after the refund was processed. 

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair 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 strongly believed the product Doheny sold me, and Maytronic 2-years warranty is a fraud, the Dolphin was defected when I received it, the problem began week #4 after I received it. Its obviously this is a lemon product Doheny sold me, and Maytronic both ignore and deny the warranty for replaced and refund. To deceiving consumer this way for profit is as same as fraud.I first call Doheny the representative completely denies and refuse to discuss further about the robot. She said, after the sales contact the manufactory for all the problem.I made several calls for help because the robot wasnt working properly, Maytronic technician want me to send back for repair only, and I request for replace or refund but was refuse and deny.I order online 1/11/2023 and received the robot on 1/15/2023. The robot stops working on 2/10/2023. Maytronic insisted that I send it back to them for repair and pay for shipping each time, after I requested for replace or refund.Maytronic provide me some local distributors near me to get the robot service check located at ** Pro Team Pool Supply Hwy **** and Sterling Ridge Pool Supply ************. Both place technician said the issue was the motor isnt working, and not the cleaning and/or the maintenance process. All distributors in the ******* ** area are decline to service this model because I bought this online from Dohenys.I follow every ******************** the tech-support staffs gave me for proper maintenance. This is not a maintenance problem; I strongly believe its a defected product and Doheny and Maytronic both ignored it after I paid for and register the product.I am asking for your help to recovery my lost from Doheny and Maytronic. The intention to deceive consumer with lemon product is as same as fraud. I am asking for your help to investigating this type of fraud that prey on consumer like me.Thank you for all your help and I am looking forward to hearing from you.Sinserely,

  Customer Answer

  Date: 03/28/2023

  **SEE ATTACHED DOCUMENT**

  

  Business Response

  Date: 04/04/2023

  Hello,

  The customer has been contacted in regard to this matter and a resolution has been reached that is favorable to both parties.  The customer did state that they were satisfied with this result and would be closing their complaint. 

  Customer Answer

  Date: 04/04/2023

  [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,
  
  Lang ******
  

• Initial Complaint

  Date:01/23/2023

  Type:Delivery 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.

  On 05/09/2022 I ordered a **************** ( order number 090522-3001-612 ). The promised date was 09/16/09/2022. After this I received an information about this item was in backorder. On 09/18/2022 I requested by e-mail ( request number ****** ) the cancellation of this item. For my surprise on 11/22/2022 I was charged in my credit card the amount $ ******. I want my refund. This was a gift and the person no longer lives at the address indicated on the order. Again, this order was canceled by me on 09/18/2022 through the e-mail ( request number ****** ). I opened another claim some days ago ( ****** ) but I never received answer about this.

  

  Business Response

  Date: 01/24/2023

  Hello-

  Doheny's' has reached out to this customer via telephone to speak about the customer ********************** issue. The customer has been refunded for this product as it was not cancelled when requested and did not go to the correct department. The customer has been refunded $107.24 and a message has been left on the customers voicemail. We regret this error and have made the correction.

  Customer Answer

  Date: 01/26/2023

  [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

  Date:01/12/2023

  Type:Service or Repair 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 purchased a water pump and in less than 1 year the pump stopped working so I contacted Dohenys sent out supposedly a new pump. That pumped stopped working and they sent out another pump which stopped working. I am a requesting a full refund because ALL THE PUMPS HAVE BEEN DEFECTIVE which leaves me to believe that youre selling/sending used pumps because this should not be happening! Additionally, *** spent $20-$25 having to ship the defective pumps back resulting in $75 cost to me. This is my 3rd BBB compliant with Dohenys due to this very same issue.

  

  Business Response

  Date: 01/20/2023

  Hello,

  Although what you were instructed is true to the warranty and return policy on this product, that only direct replacement is applicable under the manufacturer's warranty. The product was originally purchased on 08/30/2021 and would have been eligible for replacements throughout the one-year warranty from the date of purchase.  We have in your instance as a courtesy issued a credit back to the original order and the original card that was used to place this order.  The credit was issued on 01/16, please note that it does approximately take 72 business hours for the credit to appear on your cards statement. 

  Customer Answer

  Date: 01/25/2023

  [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

  Date:11/16/2022

  Type:Product 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 pool pump model ****** ****** 1.5 hp from Doheny's last October 2021 with a one year warranty. In Febuary 2022 the pump just stopped working, I contacted Doheny's and they replaced the pump, shipping cost *****. Now, November 2022 the motor is leaking and Doheny's will not cover the cost of shipping because this is the second pump to go in less than a year. I can't afford to keep shipping an inferior product. I told them I would ship the pump back for a full refund so I can purchase a pump locally, denied. I guess it's buyer beware!

  

  Business Response

  Date: 12/06/2022

  The product purchased does come with a 1 year manufacturer warranty from the date of purchase, the date of purchase was 10/26/2021. A warranty replacement was sent to the Customer in February however the warranty still dates back to the original purchase date.  We were contacted and notified about the issue with the replacement product after the warranty was expired.  We did still offer a courtesy to extend the warranty for the product and issue a merchandise credit for the unit subject to a 20% restock fee.  Typically, warranty is for direct replacement only however, the customer expressed that they would like to explore an alternate option which is why this offer was extended.  When contacted to extend this offer to the Customer they declined. 

  Customer Answer

  Date: 12/07/2022

  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.
  
  [I did receive an offer that they had said, but they failed to mention that it would cost me another $75.00 to return the unit. That would have been my second return totalling ****** just on return fees, then they wanted to restock the unit for 20%. The unit is dead and they are going to charge a restock fee. Are they going to put it back into inventory and resell it? Anyway. with the shipping costs and the restocking fee I would be out a lot more than what they are offering. I don't see how a company can stay in business by selling inferior products. There is no way two pool pumps can go out for two different reasons.]
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 12/15/2022

  In our best efforts to satisfy the Customer we have reached out for a final time and offered to cover the shipping costs on the return of the defective merchandise for a merchandise credit to be issued.  The Customer also declined this offer.  At this point we are not able to offer any other solutions in attempts to resolve this matter.  

• Initial Complaint

  Date:11/09/2022

  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.

  We ordered a pool cover from Doheny's September 27, 2022. We opened it and discovered it was defective. We called their customer ********************** department and were informed we had to provide proof it was defective. We sent the required photos of the defective product October 27, 2022. We emailed Doheny's two more times and have never heard back from them. Doheny's was supposed to provide a postage label to return it for a full refund for their defective pool cover. That is what we want; a full refund of $117.82.

  

  Business Response

  Date: 11/23/2022

  Hello,

  A credit has been issued back to the card that used to purchase the cover.  The refund is for the amount of the cover itself with the price of the 30 clips that were also ordered deducted. This came to a total of $76.99 refunded back to the card.  Please note that it does take approximately 72 business hours for the bank to process the refund before it is visible on your cards statement.

   

  Customer Answer

  Date: 12/03/2022

  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 new pool cover and clips cost us $117.82 (including shipping and state tax). On 11-28-22, we received a partial refund of $76.99. On 12-2-22, we received another partial refund of $38.18. Doheny's STILL owes us $2.65.
  
  

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

  Customer Answer

  Date: 12/07/2022

  Dear Doheny's,

  
  

  The promised credit of $2.65 has STILL not been credited to our account. This was promised on Monday in the email below.

  
  

  Please credit our account the $2.65 owed to us.

  
  

  Sincerely,

  
  

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

  
  

  c/o Better Business Bureau

  ---

  From: Customer Care (Support) <***************************************>
  Sent: Monday, December 5, 2022 11:58 AM
  To: OVERLAFAMILY461 <***************************>
  Subject: [Doheny's] Re: Order #******-3000-674

   

  Your request (******) has been updated. To add additional comments, reply to this email.
  

  Customer Care***********************'s) Dec 5, 2022, 10:58 AM CST Dear Valued Customer, We do apologize, we have issued the remaining credit. Thank you, Customer Care *************************************** | Phone: ************ |Doheny.com 10411 ******** | ****************, **, 53158

   

  OVERLAFAMILY461 Dec 3, 2022, 9:50 AM CST Dear Doheny's, On September 27th, we ordered a pool cover for $117.82. Upon receiving we found it was defective. We never used it or put it on our pool. The clips were never opened. We returned it on November 28th. On 11-28-22, we received a partial refund of $76.99. On 12-2-22, we received another partial refund of $38.18. Doheny's STILL owes us $2.65. We would really like to have this chapter of our lives closed. Kindly refund us the balance remaining of $2.65. Sincerely, ******************* c/o Better Business Bureau

  

  Business Response

  Date: 12/12/2022

  I apologize for any error in calculating the credit that occurred.  I do see the remaining amount was refunded as of 12/05/2022.

  Customer Answer

  Date: 12/13/2022

  [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 will NOT be doing any more business with Doheny's and will NOT recommend them to anyone. It took a great deal of effort of my part and the Better Business Bureau to get them to comply. 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

  Date:11/04/2022

  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 submitted a warranty claim on 9/14/2022 for an order received 9/2/2021 due to a defective pool pump with a 1-year warranty. Doheny's advised that they would be sending a shipping label as the notice was within the three-month reporting period. I never received a label and was unable to reach the company. The product ultimately failed and Doheny's refuses to honor their warranty, even though it is clearly documented regarding notice of warranty claim. Doheny's claims that since the product was not returned within the warranty period, they will not replace the item. Doheny's has no language within their warranty information on their website that notice doesn't satisfy the warranty requirements. Doheny's is in breach of its warranty and has failed to honor their obligations to its consumer.

  

  Business Response

  Date: 11/17/2022

  Hello,

  We have been attempting to contact you via telephone several times to discuss.  The pump comes with a 1-year manufacturer's warranty, which dates back to the original purchase date.  The original date of purchase was 08/23/2021, after 08/23/2022 the warranty would have no longer been valid.  We do cover the return shipping cost of the defective unit under warranty for the first 3 months from the date of purchase, so if the pump was returned to us through 11/23/2021 we would have issued a label.  

   

  I do see that you called to return the unit in September of 2021, but the label was never used, and the unit was never returned.  We were not contacted again until November of 2022, which at this time the warranty had already expired.  We did however offer as a courtesy to honor the warranty and issue a replacement although it was no longer valid.  Warranty replacement only qualifies for a direct exchange.  However, the return shipping would be the Customers responsibility.  Once the returned unit was received, we would be able to send out a replacement. 

   

• Initial Complaint

  Date:10/04/2022

  Type:Delivery 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 placed an order with Doheny's at 5pm EST on October 3rd, based on the fact that they said it would be free overnight shipping. Then, when I received the order confirmation, it said estimated delivery date was October 11th. I called their customer ********************** line at 5:28 and the message said they were closed. I called them first thing this morning and told them to cancel the order (they don't allow you to cancel via email) and they said they can't cancel the order because it's already in the warehouse (but not shipped). We asked to speak to a Supervisor and she said it cant be cancelled because it's already on the truck. This is a blatent lie, because I only received my order confirmation at 5:52p.m. last night and it said: "We are experiencing a high volume of orders while working with a limited staff, so there may be slightly longer delivery times than normal. We are truly grateful for your patience during this time." I have also receved no tracking number, so again, they lied about it's status and refused to cancel the order.I WANT THIS ORDER CANCELLED AND REFUNDED IMMEDIATELY!!!Order Number:100322-3000-641Order Date:10/03/2022 Billing InformationShipping InformationPayment Information ***************************** **************************************************************************** ***************************** ********************************************************************* xxxxxxxxxxxxxs1ym 04/2027 ItemsPriceQtySubtotal NAVIGATOR PRO VAC - CONCRETE$379.001$379.00 Sku20279 Shipping from:DOHENY'S NEVADA DIST Estimated Delivery Date:10/11/2022 Product Subtotal: $379.00 ************** -$9.99 Shipping: $9.99 Additional Freight: $.00 Tax: $26.53 Total:$405.53

  

  Business Response

  Date: 10/18/2022

  Hello,

  Doheny's prides itself in its quick and timely delivery.  The order was processed and incapable of being cancelled at the time the Customer had contacted us. Please see our cancellation policy, as it appears on our website where this order was placed. We did contact ***** to attempt to reroute the package to be returned to us and for a credit to be issued. ***** was successful in rerouting the package and it was returned on 10/11/2022 and the refund was issued back to the customer on 10/12/2022.  Please note that it typically does take a processing time of 3 days before the credit is visible on your cards statement.