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.

close

Find a Location

Doheny's, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/31/2022

  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 placed an order for a pool chair (order #******-3000-352) and when I attempted to cancel it I was told to just sent it back for a refund When I took the unopened container to the *********** I was told it would cost $73 I then went to *** and was told it would cost $43.The chair cost $67 and I contacted the customer ********************** supervisor I was told to and I quote "Go out and sell it"she then refused to put their position in writing.

  

  Business Response

  Date: 09/14/2022

  Hello,

  Our return policy as stated online does state that if you are not satisfied with a product or no longer need the item the return shipping and insurance costs are the responsibility of the Customers.  I do see that we issued a prepaid return shipping label at no cost to you on 09/08/22. It does not appear that we have received the product returned to issue a refund, once the item is returned a refund will be credited to the original card used to purchase. 

  Customer Answer

  Date: 09/14/2022

  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.
  
  [Please type your response here.]I have returned the unopened item via Fed Ex and am waiting for my refund
  
  Regards,
  
  *****************

  

  Business Response

  Date: 09/23/2022

  The item was not returned back to our warehouse until 09/16/22 , a credit was issued the very next day 09/17/2022.  Please note it does typically take the bank a processing time of 3 days before the credit is visible on your cards statement. 

• Initial Complaint

  Date:08/24/2022

  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.

  ordered pool steps on june 28 2022. recieved 7 02 22. a step was missing. called Dohenys twice before recieving replacement. Discovered a post was missing. 4 phone calls and told it had been shipped. given no confirmation no. I was finnally told 3 to 5 weeks for shiping. I told them I wanted to return item. I did not recieve a shipping lable just a code. ***** had to fill out. lable. Sent back on Aug. 12 to Ocean Blue Water Products in Bedford Park Ill. as instruced in owners guide. Was told 3 to 5 days after recieving for refund. When I called about refund I was told I sent it to wrong place even though I followed instrutions. I was told 48 to 72 hours for refund. 8 weeks of lies and run arounds

  

  Business Response

  Date: 09/02/2022

  Hello,

  I apologize to hear about the experience with this order.  I have gone ahead and ensured that the credit has been issued back to the card that was used to place this order.  Please note that it does take the bank a processing time of approximately 72 business hours for this credit to appear on your cards statement.  We will also be reaching out by telephone after the upcoming Holiday to extend or apologies further. Thank you for bringing this issue to our attention.

• Initial Complaint

  Date:08/22/2022

  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.

  We purchased a pool cover for our in ground pool last year. The pool cover is for a 18 x 36 foot pool. Last year we put the cover on, all the water weights surrounded the pool and finally the pump that always goes in the middle of the pool to pump the water out when it rains. Immediately the pump basically sank about 3 feet. This has never happen before. Trying to use the pump to get water off the cover throughout the winter months was futile because the cover was defective and when using the pump water was also being pulled from our pool water underneath the cover. We have ordered covers from Dohenys for years and have never called to complain. All we want is a replacement cover. Customer ********************** was very helpful.

  

  Business Response

  Date: 08/29/2022

  Hello,

  I do apologize to hear about the issues you are experiencing with this cover.  Upon researching your order it does appear that you purchased a mesh winter cover.  These covers are designed to be stretched taught across the pool and not to actually rest on the water as it is designed to allow the water sitting on top to drain in to the pool.  They are also not to be used in conjunction with a pump, as there would be nothing to stop the water from being suctioned out of the pool itself.  It does sound that your cover is functioning in its designed purpose.   I do see however that previous covers you purchased, and the last one prior to this most recent order in 2017 were solid covers.   This cover does come with a warranty, which the terms of which I have attached.

• Initial Complaint

  Date:08/12/2022

  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.

  Purchased a pool cleaner from Doheny's and it was not acceptable. Called and they said send it back at my expense. It was opened and tested but never used. I sent it back for $16.65 per their instructions. When I reached out to check on my refund to my credit card, they claimed it was used and could not be re-sold (not true except I had to open it up to check its performance.)Doheny refused to give me a credit but offered to ship it back at my expense (again). Their website clearly states they guarantee satisfaction but apparently only at their discretion.

  

  Business Response

  Date: 08/24/2022

  
  The customer returned the product after the 30 day return policy in a non-salable condition. At the time the customer inquired about the return   the policy which was provided to them. It stated the product needed to be in new & resalable condition. (see attached for this policy). The customer still chose to ship the product back. After receiving the product the Customer was notified that credit could not be issued due to the item not being received in resalable condition, we offered to ship it back to them but that the shipping fee would be the customer's responsibility. This was refused by the Customer. 

• Initial Complaint

  Date:08/12/2022

  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.

  Bought a product that when put together was complete junk and broke within a couple days of use. contacted the company and explained what the issue was. Explained that it was put together and couldn't be taken a part due to the deflect/broken piece and explained that I did not have a box big enough to ship it back because it couldn't be taken a part. Customer ********************** is a joke. No response for days at a time. When calling, the representative does not understand what I am explaining as does not speak very well English. All i want is refund of the item. i would gladly take a video of me burning it or destroying it so that they know I am not just trying to get my money and keep the product. The product is useless to us at this time because it cannot be used. It is broken. There is no way unless they ship me a box, that I can send this back.

  

  Business Response

  Date: 08/24/2022

  Hello,

  In the time since this complaint was filed a refund has been issued in full back to the Customer.  Per our return policy it is standard practice to have a defective or damaged item returned back to us, we do also offer prepaid shipping labels for returns related to defective product.  A courtesy was extended to credit in full with out the return being received based off the Customer's indication they could not disassemble the product. 

• Initial Complaint

  Date:08/09/2022

  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.

  On Sunday evening 8/7/22, I placed an order for a Pentair pool/spa heater online with this company. I selected a natural gas heater not propane. I received a confirmation email that I would receive a additional e-mails when the order is processed and a confirmation once it shipped. Soon after, I received email showing the order received for propane heater, not natural gas as I selected. I tried to cancel order and the website stated I needed to call a ***** number to cancel order. I tried to call immediately but the business was closed for the weekend. Next morning I called at 8am and was told item already shipped and I could not be stopped and would have to be re-routed for a $300 dollar freight fee. I told customer ********************** rep ( who sounded like it was in ***************) that I never ordered a propane heater and needed item cancelled. I also told them that I never received a shipping confirmation email as the e-mail said I would and they said item was already shipped. I asked to speak to a supervisor and was told one was not available for ***** hours. They basically refused to transfer me to a live supervisor and instead transferred me to a recording. I called again and spoke with a different foreign person who said forms were being filled out and the issue will be resolved and someone will be reaching out to me. On 8/9/2022 received an email from *********************** that Im being charged 268 dollars for freight cost for an item I called first thing on Monday morning to cancel, (hours after placing the order on a weekend day), like the website said to do. Mind you, no confirmation email was ever received to this day that the item was ever shipped like the email said and I have that email to prove. Im convinced the freight charge is fictitious and this company is dishonest in that once you place an order, even though its the wrong item, youre trapped into paying fees even though you call to cancel immediately. I request a full refund be issued.

  

  Business Response

  Date: 08/16/2022

  Hello,

  I apologize for the experience you had in attempting to cancel your order.  We will be sure to address this with the representatives you spoke with to minimalize this type of frustration in the future.  We pride ourselves here on our quick delivery time frames, and part of what allows us to achieve this is quick and efficient shipping and order processing.  This would be the reason we were not able to stop your package.  We are open on the weekends in our order entry department from 7 am - 7 pm central to assist you as well. As the item had shipped and was not capable of being cancelled, the package would have been considered as refused.  Per our return policy any refused package is subject to be credited less the shipping both ways.   However, I do see that a courtesy was offered not to pass on the charges in this instance and a credit will be issued in full upon the return of the refused merchandise. 

• Initial Complaint

  Date:08/07/2022

  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.

  Purchased a pool solar cover that listed a 7 year warranty. Cover is 3 years old and now that want me to pay $130 so they can replace it under the warranty. The cover was $98 when I purchased it. The refuse to come to a reasonable resolution.

  

  Business Response

  Date: 08/09/2022

  Hello,
  The warranty is based off of the purchase date and as the claim was started after the purchase date of 05/14 of this year, the cover is considered to be in it's 3rd season.  Attached is a copy of the warranty card that explains this information along with the pro-ration schedule.  However, as it was just past the date of purchase in your case we were able to make an exception and as a courtesy waive the pro-ration amount under warranty.  A new approval letter was sent to you instructing you on the new amount due to replace this cover under warranty.
  

  Customer Answer

  Date: 08/09/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:08/04/2022

  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.

  May 8,2021 we(wife &I) purchased a Aqua Rite Salt Chlorine Generator System for app.$1298.00. In June 2021 I called Doheny an stated that it (system) was not working. They told me to call Hayward(Manufacture). I could not get them(Hayward).I tried to talk to Doheny quite a few times(at least 8 times).I was told three times a supervisor would call me (Wrong). someone from from Hayward tried to leave a Email at 7 am. I was told to clean salt cell/ I bought a bracket stand to hold cell an put in mercuric acid to clean .Said it would bubble and clean it , Wrong It didn't Bubble at all. Right now I have A green ***** Right now if I put at least 6 gallons at least every week. I was told warranty was out. I was a good customer with them for years.Hayward said warranty was three years Doheny said warranty was only one year.I had contacted Doheny June 2021 that it was not working. The didn't offer any advise,Told me to call Hayward to no avail. All Doheny Wanted was the sale.When I called Hayward ,could not talk to anybody about repair.The only said they would contact by Email.Once was the only contact,Nothing by voice. ro answer.

  

  Business Response

  Date: 08/09/2022

  Hello,

  First, I apologize that you have been experiencing issues with this product.  We have made attempts to reach you by telephone and unfortunately it appears the voicemail is not currently accepting messages.  We were able to reach our representative with Hayward for assistance in this matter.  We have reached out via email with the instructions they provided to resolve the issue you are experiencing.  The manufacturer of this product, Hayward does hold the warranty.  After 30 days from the date of purchase only manufacturer warranty applies.  We will continue to assist you in hopefully remedying this situation and work with Hayward to provide you assistance.

• Initial Complaint

  Date:08/04/2022

  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 ordered a solar cover from poolsuppliessuperstore.com on 5/28/2020. It is advertised as having a seven year warranty. The cover completely fell apart after two years. I filed a claim which I was informed was handled by DEI LLC. The claim was approved and I was informed it would cost me over 220 dollars for a replacement under warranty. No where is it advertised that the warranty is prorated. Furthermore there is no way this cover would last anywhere close to seven years which the warranty would imply

  

  Business Response

  Date: 08/09/2022

  Hello,

  The warranty is based off of the purchase date and as the claim was started after the purchase date of 05/23 of this year, the cover is considered to be in it's 3rd season.  Attached is a copy of the warranty card that explains this information along with the pro-ration schedule.  However, as it was just past the date of purchase in your case we were able to make an exception and as a courtesy waive the pro-ration amount under warranty.  A new approval letter was sent to you instructing you on the new amount due to replace this cover under warranty.

• Initial Complaint

  Date:08/02/2022

  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 have a Hot Tub and its heater did not work for sometimes, so I finally ordered it. My Spa cleaning man pointed at the Doheny&#**;s add on internet and I ordered a Gas Heater for $1511.82 from its site (Although, the add says, "everything above $100 will be shipped for free", Doheny&#**;s charged the shipping fees, $116. Of course, no words asked, I needed heater for my Spa) On July 5, 2022 the Heater has arrived. As per *****&#**; temperature of 112F, I was NOT much worried to install it asap, so when my Spa handyman finally arrived on July 19 to install it, I was happy above and beyond, "my Hot Tub will finally have the Heater" I was thinking. However, the specialist , reading the label on the box, immediately told me, it is WRONG heater, I need Electrical Heater, not Gas Heater. I was in shock to say at least, and on next morning rushed to the nearest *** at 9 am on July 20, 2022, the box with Gas Heater was shipped back to *********, unopened, in original box, never looked what is inside. Two *** employee carefully examined the box with Gas Heater, as per I bought hefty insurance for it, $1000. I ordered for the fastest shipping terms from ********* to *********, and the package reached WI in just 4 days. After it was shipped back, same hour, I called to Doheny&#**;s customer ********************** and informed them the *** tracking number and shipping ID. On July 25 Doheny in ********* confirmed, they already got it on July 25, and told me, refund will be issued on Wednesday, July 27. All day I was checking my bank for the refund, but nothing at all, and then on next day, Thursday, July 28, I called to the Doheny&#**;s office for update and I was told that, no refund, the Gas heater "was received damaged" and that I need to contact insurance and get my money for it. "you have insurance!&#**; ******** and ****** tried to calm me down. I contacted *** insurance. The manager told me, there is a certain procedure, Doheny must be reporting any damages right on point of receiving to the *** delivers if the box was damaged and provide proof. No any reports or proof from Doheny&#**;s personnel. The *** also told me, that the box went thru several shipping points, no any sights of slightest damages were reported on its way back to Doheny&#**;s. And *** manager told me, *** has excellent delivers, and, especially when such hefty insurance bought for an item, they would deliver it hand to hand with triple care. I asked Doheny&#**;s two employees, ****** and ********, to show me where the Gas Heater was damaged, if the box was never opened and *** examined every inch of it before insuring it for $1000. I got then email from them with a picture of Gas Heater with NO damages at all, and WITHOUT showing the wrappings/ insulation or damaged cartoon. How the Heater could be damaged if there is NO damage on outside cartoon, where is it insulation?! No picture was provided. If it would be any damage, Doheny would point to the *** delivery persona on the damaged wrappings! Insurance filed its investigation and consider this as insurance fraud. I will now file with ************************ after reading negative reviews on ******* too many complains that this company never refunds. This scammers must be stopped. Thank you!

  Customer Answer

  Date: 08/02/2022

  Hello, you requested my mailing address, which is also my residential address....Here is it   ***************************************,  **************************************************************, phone number ************.  Email *********************. 

  Customer Answer

  Date: 08/03/2022

  On Tue, Aug 2, 2022 at 5:15 PM *************************************** <*********************> wrote:
  

  Hello again, this is update:  Doheny's  Customer Manager, ****************, called me today two times, and 2 times emailed me urging to file insurance claim.  She surprised me with new pictures of the "damaged heater" ,  they different from what they emailed me before.  I will attached here and you see the difference.  Besides, I attach here the ****** review of the same situation that happened to another person who left a review on ******.  There are too many of such bad reviews ************ needs to change its predatory business practices.
  

  
  

  Please, add this to my complaint.
  

  
  

  Thank you!

  

  Business Response

  Date: 08/08/2022

  Per our return policy and as the Customer was instructed.  If not completely satisfied or if a mistake was made in ordering, shipping costs and insurance is the responsibility of the Customer.  We do always instruct to insure the shipments as unfortunately shippers do have the chance of damaging product while shipping.  This heater was returned to us in a damaged and non resalable state.  The Customer was contacted on this issue and instructed to file a claim with the shipping company they contracted to return the product.  Pictures were forwarded to the Customer to assist with filing the claim with the shipping company.  The customer asked for better pictures depicting the damage and this is why a second set of pictures were sent.  As the customer was also informed, the heater is here and we will cooperate with the shipping company with any in person or inspection they would like to make of the damage including the damage to the packaging.  The $116.00 the customer is stating as shipping fees actually was the state sales tax charged to the order.  There were no shipping fees paid or charged on this order.  The customer at this point needs to contact the shipping company to initiate the claim, they are more than welcome to come inspect and access the damage that had occurred to assist the Customer in her claim process.   

  Customer Answer

  Date: 08/08/2022

  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.
  
  First photo of the "damaged" Gas Heater shows the item in best condition, even cartoon/wrapping was perfect, the photo catches that. Next time, Doheny's send me totally damaged photo, incomparable with the first photo.  And this is update:  my bank charged back Doheny's after investigating the provided info.  My money were fully returned. If your read Doheny's ****** reviews, all one-starred reviews cry for Doheny NEVER refunds the returned items. And there are a lot of them. I am NOT first or last one. Even after they tried to trick me, there are a lot of postings of NON refunded returns. Doheny's must improve their business in order to better sales. No cheating.
  
  Regards,
  
  ***************************************