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:09/18/2024

  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.

  Doheny's sells old products that have deteriorated over time. They only offered a partial refund when the product is not usable. They are selling old, broken products that are a health risk for those breathing in the powder from what should be sealed and new. They originally offered a 10% discount, I declined, then offered half return. I would only accept a full refund.

  

  Business Response

  Date: 09/27/2024

  Hello,

  A partial credit was issued as half the product was missing or used when the return was inspected and received.  We also accepted the return back past our *********************************************************************************************** this situation.  As a courtesy we will issue the remainder of the credit back to the card.  Please note that if there is an issue with a shipment to contact us as soon as possible and always with in our 30 day guarantee for resolution.  To address the claim that the chlorine was old stock this is simply untrue, our chlorine tablets are by far our most popular and best-selling item, our inventory is constantly revolving due to this which also accounts for the freshest available product. 

• Initial Complaint

  Date:08/26/2024

  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.

  Bought one of their brand pumps. It went out 1 week after the warranty expired. Looked at reviews about the pump. Same thing happened to multiple people. They are knowingly selling a product that fails right after the warranty expires. Criminals!

  

  Business Response

  Date: 08/30/2024

  Hello,

  I do apologize for the issues you have experienced with this product.  The item purchased does carry a 1-year manufacturer's warranty, the warranty begins from the date of purchase, your order was placed March 30th 2023 and the warranty would have been valid through March 30th, 2024.  We were not contacted regarding an issue with the pump until August 26th, 2024. This is nearly 5 months outside of the warranted period.  As a one time courtesy we would be able to extend the warranty of your product.  We would require that the defective product be returned to us and upon receiving the original item would send a direct replacement.  Please note that the replacement would not be warranted as the warranty still dates back to the original date of purchase.  Below I have included the return instructions.

  If the pump is deemed defective after three (3) months from the purchased date the customer is responsible for return shipping and insurance of the defective pump and a replacement pump will be shipped once the defective pump is returned. Using the shipping method of your choosing please prepay for the shipment of the pump to the following address and also reference your order # Order # **************. 

  
  The return address is:
  
  Warranty Return Address:
  Doheny's Returns
  **************
  *************************

  Customer Answer

  Date: 08/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I will accept part of the offer, but I will NOT pay for the return shipping. I need a return label sent to me. My next step will be to sue you in small claims court if you don't provide me with a return label. 
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 09/03/2024

  A label will be provided as a one-time courtesy.  Your claim that this is a common occurrence is completely false. This product is not weeks but months, almost 5 exactly out of the warranted period.  We would not be capable of issuing a refund but will send a replacement product. As our previous response stated, the warranty will not start over and the replacement will have no warranty coverage.  Please watch for an email from ***** containing the label and return shipping instructions.  

• Initial Complaint

  Date:08/19/2024

  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.

  Purchased a full pool with frame, liner, pump, and chemicals on June 20th. Doheny's states there is a Satisfaction Guaranteed policy with returns of unopened items allowable within 30 days. We needed to return the pool wall (the liner was never shipped to us as it went on backorder). I contacted them and they said I'd have to pay return shipping plus the original shipping cost since they gave "free shipping". That would have equated to me getting about $300 of my purchase. Nowhere was that indicated - the manager called back and said they would "waive" the original shipping fee. I lined up shipment, took photos, and watched the pallet get loaded with ABF Freight. The freight carrier said it arrived on 7/10 (was picked up on 7/2). I never heard from Doheny's. I emailed multiple times and called - was told they would confirm receipt and get the refund processed. That never happened. I called again in late July and was told that the pallet arrived "used/damaged" and no refund would be given - they told me it arrived on 7/19, which is not true. They sent photos of a clearly damaged pallet - that had sat in their warehouse for 9 days with no one indicating this was damaged previously. They did not indicate damage when they signed for it from ABF. They told me I'd have to file an insurance claim. I did that too. Then, ABF apparently said they'd only pay $406.25 to them so now Doheny's is charging me a 20% restock fee and only refunding me $777.59 plus any applicable taxes. They owe me $1031.30 for the frame plus taxes. I did everything they asked, I had to follow-up, and in looking at multiple of complaints online - they do this to A LOT of customers. They should not have an A rating - they should be out of business.

  

  Business Response

  Date: 08/22/2024

  Hello,

  Per our return policy as it appears on our website and that I have also attached, "A 20% restocking fee will also be charged on items returned within the 30-day time period that are not in brand new, unopened/unused condition at our discretion."  The pool returned back to us in a damaged condition, where it was not new or resalable.  The condition of the pool actually was a total loss and would need to be discarded.  Typically, when items are returned in this condition no credit is due and we recommend the customer file a claim with the carrier they made shipping arrangements through. I have also attached pictures of the package upon its return. In this instance however we were to extend as a courtesy a refund minus the 20% restocking fee.  However, a second courtesy exception was then extended, and the product was ultimately refunded in full. 

  Customer Answer

  Date: 08/22/2024

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

• Initial Complaint

  Date:08/12/2024

  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.

  Doheny states on their catalog that they offer a 10 year warranty on their products. After a correct installation the product ripped and they claim that their warranty does not cover tension rips. Doheny falsely advertised a warranty to entice customers to buy and now that their product is defective they are not willing to replace.

  

  Business Response

  Date: 08/13/2024

  Hello,

  We do apologize to hear that you had experienced a rip on the cover.  Attached I have provided a copy of the warranty card for this cover that was included with the cover at the time of purchase. Please note the second section of this card that details the limited warranty terms... 

  1. This cover is warrantied, at the time of original purchase, to be free from defects in material and workmanship. Your pool cover installer must be responsible for any tears, rips, or punctures due to mishandling or improper installation.

  2. D.E.I. agrees to repair or replace, at its option, any pool cover where the seam comes apart and/or stitching due to manufacturing defect according
  to the following pro-rate basis.

  Please note that only manufacturer defects and the seams are covered under the manufacturer's warranty.  With this being said someone will be reaching out to you shortly to explore an option we may be able to extend as a one-time courtesy. 

   

• Initial Complaint

  Date:07/11/2024

  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.

  On February 23rd I ordered 2 propane pool heaters from Dohenys pool supply. In Early April I realized that I needed to change the design of my pool so I contacted dohenys to return 1 of 2 pool heaters. I paid for return shipping myself and it arrived at their facility damaged. I was not contacted and notified of this damage nor was the delivery refused. I only found out about this issue after contacting dohenys myself and they told me to kick rocks until I filed a BBB claim and I was then refunded the cost of the 1st pool heater and that claim was settled. A few months later when the pool was ready to be plumbed I came to find that the other pool heater they shipped me was the incorrect unit for natural gas instead of propane. Upon contacting them they verified that they sent the wrong unit but said I could not return it for a refund since it was past the 30 day return policy. I understand the no return policy if I'm returning for other reasons however I only was requesting a return and refund due to them sending the incorrect unit. I'm hoping to get a refund for this product and pay for return shipping of the incorrect unit and I will get it returned to them so they do not lose all their money on the item.

  Customer Answer

  Date: 07/15/2024

  [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. 

  I filed a complaint against dohenys pool supply and would like to redact the complaint as I have come to a solution

  
  

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

  
  

• Initial Complaint

  Date:07/10/2024

  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. 50# tub of chlorine. I noticed over 1/2 of the 3 tablets were broken when I opened it. I also Noticed the tablets were soft and porous looking and could be scratched easily with my thumbnail. I didnt know if would effect the performance so decided to use them. I found I went through them quickly and used many more than I should have needed to. I finally sent Doheny pictures with the complaint asking for a refund or replacement. They told me since I had used over 30% of them I was not eligible for a refund but to appease me offered 10% back. To which I rejected and told them I had purchased from them for 15 years and if they couldnt stand behind a defective product then we were done. They dont care.

  

  Business Response

  Date: 07/15/2024

  In the time since this complaint had been submitted, we have reached out to the customer to resolve the situation.  Typically a discount for damaged product is offered in instances when the product is not returned or is useable still despite damage.  Even when broken the chlorine does not lose an efficacy and can safely be used in the same manner with the same results. In this instance we did extend a replacement product to the customer to cover the approximate amount of damaged tablets they had received. 

• Initial Complaint

  Date:06/29/2024

  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 ordered a pump that would not work in my system. I had to return it at my cost, $35 by **** *** confirmed the company received it on June 7 and it was signed for my "Massimo". The company cannot find the package; they required me to provide the tracking number and order number, and say that they can't find the returned pump. They have not refunded my money, $158.99, and I'm also out the additional $35 shipping fee.

  

  Business Response

  Date: 07/09/2024

  Hello,

  I do see that a label was offered to you to make the return under our account at a discounted rate but appears to have been declined.  According to the return policy if you are not completely satisfied or had ordered a product in error the return shipping costs are the Customers responsibility.  I do see that the order was refunded in full to you on our end via PayPal, if you do not see this credit on your PayPal account please reach out to PayPal for further assistance. 

• Initial Complaint

  Date:06/18/2024

  Type:Sales and Advertising 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.

  Since March, I have sent three letters to Doheny's asking to be removed from their mailing list. Yet, I am still receiving 2 catalogs per month, addressed to an individual that does not reside here, for a house with no pool, no space for a pool, thus absolutely no use for anything they sell. I would like my address to be permanently removed from Doheny's promotional mailing list.This is the information on the catalog:*************************** ************************************* Customer# **********

  

  Business Response

  Date: 06/28/2024

  Hello,
  I do apologize but despite our best efforts many times 1-3 catalogs are still received after a removal request has been submitted.  This is because the catalogs are printed and addressed far in advance from their anticipated mailing date.  we have escalated your request to the mailing company.  

• Initial Complaint

  Date:06/17/2024

  Type:Customer Service 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.

  Billing was computed incorrectly, and advertising was misleading.Advertising ***** mail) states that a 10 percent discount applies to chemicals. I ordered a drum of chlorine tablets on sale for $199.99, which should earn me a further discount (using code printed on mail-out) of $20. The website only allowed me a discount of $13.70. Aside from the incorrect mathematics, this constitutes mail fraud, which is a federal offense. My attempts to address this discrepancy with customer ********************** telephone people was a complete failure, both with the initial phone operator and again with his supervisor; they could not (or would not) understand how to figure out what 10 percent was.Further, the mail-out advertising was misleading, as it stated "Take an Additional 10% OFF ALL Doheny's Chemicals!" but did NOT state that this discount was limited to only one item. Finally, the telephone for Doheny's corporate office *************) is now out of service, and I could find no other phone contact (other than the useless customer ********************** number). In my opinion, any self-respecting company should not be dodging contacts from customers.

  

  Business Response

  Date: 06/24/2024

  The sale pricing for those items are already advertised with the additional 10% deducted.  The original pre-sale pricing on the chlorine tablets is $229.99, the sale price you received was $186.29.  The price prior to the additional 10% would have come to $206.99.  The same with the Super shock that was purchased the original pre-sale price on this product was $169.99, the sale price you received was $101.99.  I do apologize that you were not able to get through to our local main number but this number is very much still in service.  You can always contact us via email as well at ***************************************

  Customer Answer

  Date: 06/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The discounted price that appeared on YOUR website said the tablets were $199.99. The extra 10 percent discount should have been $20. This is fairly straightforward math, if you are able to do this at all. The final price SHOULD have been $179.99, NOT $186.
  

  I am not concerned about getting $6. That's not going to pay many of my bills, or fill a gas tank. The $6 is unimportant. What ticked me off was the refusal of your "customer **********************" people to perform a simple math check. Now you repeat this idiocy. What do you expect my reaction to be?

  You had several problems with your mail-out and your website. Your mail-out had no identifiable expiration date for your sale prices. Your website prices did not match your mail-out prices. Your editor and proof-reader need to be re-assigned to some other department.

  You had fair prices for your product, and decent quality, and fast delivery....but I doubt I will use your business again. And I will mention this to my friends.
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 06/28/2024

  The Catalog listed price of $199.99 is a sale price triggered by a promotion and promotional code from your catalog of a $30.00 discount.  If you look to the left the "Reg. Price" of the chlorine is $229.99.  Only one promotion may be applied to an order.  With the promotion you had used triggering the $186.29 pricing with the additional 10% discount off of the $229.99 pricing.  As only one promotion can be used if you would have used the promotion from the catalog the price for the product would have been $199.99.

• Initial Complaint

  Date:06/16/2024

  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.

  On 6/13/2024 I ordered 24 pounds of super shock. When the package arrived it was filter sand. When I called about the product being wrong I was told that I would not be issued a refund or sent the correct product until I sent the sand back and they had it in inventory. This is absurd. I want to cancel my order and just get a refund but they are holding my refund until I send back the product that they sent in error. Order 061324-3000-980.

  

  Business Response

  Date: 06/21/2024

  Hello,
  I do apologize for the error with your order and the incorrect product being sent.  I do see that you had contacted us on 06/15 to report this mistake and a replacement order for the correct product, Super Shock 24 lbs. was sent the following day 06/16.  According to the ***** tracking this package was delivered 06/18.  We still have not received the incorrect product back to our warehouse under the ***** prepaid shipping label that we had sent to you.  It is true that if a refund is requested, we do have to wait for the incorrect products return for this to occur.  However, if requesting the correct item sent, we do so before the return is even initiated. 

  Customer Answer

  Date: 06/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  I was told over the phone that I would not be able to get my product shipped until the incorrect product was returned.  I advised that I wanted to cancel my order and was told I couldnt get a refund until the product was returned.  Based off of what I was told I purchased shock elsewhere because pools with no chlorine cant wait.  The next day I get a notice that my shock had shipped.  Now I have enough shock to last two years.  Too little too late.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 06/28/2024

  We apologize that we were not able to reach your satisfaction with this order.  We have issued a merchandise credit to your account to be used towards any future purchase if you would like to give us another opportunity.