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:04/26/2024

  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.

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

  

  Business Response

  Date: 05/09/2024

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

   Satisfaction guaranteed! If you are not completely satisfied with any Dohenys product, return it within 30 days in new/unused condition for a full product refund, excluding any shipping or handling.
  Note: Special return restrictions apply to ********************** which include Zodiac, Polaris, Jandy, and Aqua Products. Please contact ************* for details and instruction on these products. Opened/installed pool liners, opened paint and chemicals, dive boards, drilled solar reel systems, clearance products and ALL custom orders are not returnable, thus are excluded from this offer.
  To return any merchandise, place it in its original carton along with your contact information, order number if available, and the reason for the return. Send to: Doheny's ************** *********************************************. All returns must be pre-paid and insured. If you have any questions, please contact our ************* Team at: ***************************************************************** or call us at **************. Refusing delivery on any shipment that is not damaged will result in shipping and restocking fees. These will be deducted from the refund amount. We must be notified of any problem with your shipment within 24 hours of delivery. Custom items are made to your specifications and therefore cannot be returned unless there is damage or a defect, in which case we will provide a replacement of the item ordered. Note: Excluded items are opened/installed pool liners, opened paint or chemicals, dive boards, drilled reel systems, pool lifts, furniture, cushions, discounted returns, *************** products, and ALL custom orders. All replacement parts with a value of $40 or under are non-returnable and non-refundable. Any replacement part returned past 30 days from the date of purchase will be disposed of and no credit will be given.

• Initial Complaint

  Date:02/29/2024

  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.

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

  

  Business Response

  Date: 03/08/2024

  Hello,

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

• Initial Complaint

  Date:02/27/2024

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

  

  Business Response

  Date: 03/06/2024

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

• Initial Complaint

  Date:12/18/2023

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

  

  Business Response

  Date: 12/26/2023

  Hello,

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

   

• Initial Complaint

  Date:10/19/2023

  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.

  Dohenys advertised a product on discount for a pool filter which mine needed replaced and pool is no longer filtering/running. 3 days later Dohenys send email saying "something happened" but they flagged my order and cancelled it. So issue number one is this story is made up, I used a debit card so it would be impossible to any kind of credit fraud to be flagged. 2nd, my pool is turning green due to the lost time dealing with Doheny's but worse... 3) They have not refunded my money a week later. I need this money to buy another pool filter but for a week Doheny's has my money and will not release/refund.

  

  Business Response

  Date: 10/27/2023

  Hello,

  I do apologize to hear of the experience you had, for our customers protection as well as our own we do analyze every order for the potential risk of fraud. Fraud can occur over both debit and credit institutions. It does look like your order was cancelled in error for the possibility of fraud.  The card was never billed in this instance instead an authorization hold is put on the funds at the time of checkout from the website.  This pending charge does eventually expire, this process is controlled by your financial institution and unfortunately, we have no control over the time frame of when this occurs. I do see that the authorization hsa expired from this order and the funds should no longer be pending. 

• Initial Complaint

  Date:10/09/2023

  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.

  We ordered and paid for a pool solar cover and were shipped the cheapest of cheap covers. They refuse to give a call slip so item can be returned. They are a sleazy company and sell junk!

  

  Business Response

  Date: 10/10/2023

  Hello,
  I do see that you were instructed based upon our return policy to return the product back to us in new and unused condition for a refund.  As our return policy states, 

   Satisfaction guaranteed! If you are not completely satisfied with any Dohenys product, return it within 30 days in new/unused condition for a full product refund, excluding any shipping or handling.
  Note: Special return restrictions apply to ********************** which include Zodiac, Polaris, Jandy, and Aqua Products. Please contact ************* for details and instruction on these products. Opened/installed pool liners, opened paint and chemicals, dive boards, drilled solar reel systems, clearance products and ALL custom orders are not returnable, thus are excluded from this offer.
  To return any merchandise, place it in its original carton along with your contact information, order number if available, and the reason for the return. Send to: Doheny's ************** **************************************************************************. All returns must be pre-paid and insured. If you have any questions, please contact our ************* Team at: ***************************************************************** or call us at **************. Refusing delivery on any shipment that is not damaged will result in shipping and restocking fees. These will be deducted from the refund amount. We must be notified of any problem with your shipment within 24 hours of delivery. Custom items are made to your specifications and therefore cannot be returned unless there is damage or a defect, in which case we will provide a replacement of the item ordered. Note: Excluded items are opened/installed pool liners, opened paint or chemicals, dive boards, drilled reel systems, pool lifts, furniture, cushions, discounted returns, *************** products, and ALL custom orders. All replacement parts with a value of $40 or under are non-returnable and non-refundable. Any replacement part returned past 30 days from the date of purchase will be disposed of and no credit will be given.

   

  As a one-time courtesy we have issued a return label, by accepting and using this label you are also agreeing for us to deduct the cost of the return, $18.00 from the refund issued after the return is completed and providing the cover is in new and unused condition. 

  Customer Answer

  Date: 10/10/2023

  [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:10/05/2023

  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.

  Last year I purchased a winter cover for our pool. We used it last year with no problem. This year we closed our pool, put the cover on and figured everything was fine. On Monday, Sept 25th I noticed a split in the cover at the seam. I immediately called Doheny's and they told me to send them the order number along with pictures. After several days I didn't hear from them and called them to be told to do the same thing, which I did. On Friday the 29th of Sept I called and they told me it takes 7 business days. So this week I called on Tuesday and she ask if I sent pictures and the e-mail address to send them to and said I should hear something in ***** hours. Since I hadn't heard anything I called today to get the same run around. For some reason I checked the BBB and saw where the DEI warranty doesn't exist anymore. I ask the girl that I spoke to if I could talk to a manager and she said none was available but they found one of my e-mails in their spam. She said someone will get back to be on Monday. I am just wanting to get my pool covered before the weather gets bad. The last time we had a problem with a solar cover with Doheny's they took care of it immediately. I just want some help getting this resolved.

  

  Business Response

  Date: 10/06/2023

  Hello,

  I do apologize, it would appear that we had issues in receiving those emails and for that we apologize. I do see that we have been in contact since this complaint and your warranty was approved. The instructions and next steps were emailed to you in how to proceed with the warranty replacement. 

• Initial Complaint

  Date:09/22/2023

  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.

  July 2023 called to order shock. Customer ********************** rep ordered wrong item after specifically asking her to look up my history. When wrong product was recd, i immediately called to tell dohenys of the error ($201.39). They said it wasnt their fault and it was non returnable. Tried several times a day and left many messages for more than a week to speak with manager ****. She refused all calls and ignored all messages. The product remains in its original packaging as this is the wrong item and wont be used by me. Also the chlorine tabs that were delivered were broken and the packaging was ripped which causes much quicker dissolving of the tablets in turn using many more than normal.

  

  Business Response

  Date: 09/29/2023

  Hello,

  I apologize to hear about the mistake made in placing your order, we have issued a prepaid shipping label for the return of this product back to us.  Once the product has been returned, we would be able to issue a refund in full back to the order that was placed.  Please note the return labels will be sent from a ***** email address and to please see the instructions provided in the email to facilitate this return. 

  Customer Answer

  Date: 10/03/2023

  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 return label they provided is for only 1 box (12lbs) of the Di-Chlor shock when they shipped and billed me for 2 boxes (24lbs).  Need them to correct the error and send a label for the 2 boxes (24lbs total) they erroneously ordered.
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 10/05/2023

  Hello,

  We apologize for this inadvertent mistake; the second label has been issued and may be utilized for the return of the second package.

  Customer Answer

  Date: 10/05/2023

  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 return label is for the 3 chlorine tablets, even though, these came in broken and crushed I used them out of necessity.  The 24lbs of di chlor shock that your cust serv rep ordered in error is what needs to be returned.  The first return label was for only 12lbs which I explained in the first reject company reply email.  I need a return label for 24lbs of di chlor shock.  
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 10/06/2023

  We can only issue the one label per line item on the order, although it says 3" tablets it will make no difference.  Please use this label that was provided.

  Customer Answer

  Date: 10/13/2023

  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 only 1 line for the dichlor on the original invoiceline 2. States 24lbs of dichlor.  Will not return using the incorrect weight and product.  Need the return for the correct weight and product.
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 10/13/2023

  Hello,

  Please disregard both labels. 2 brand new labels have been sent. 

• Initial Complaint

  Date:09/19/2023

  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 received a replacement winter pool cover from Dohenys after using the original 10 year warranty winter cover. The cover had holes and tears from wind after one year of use. I paid to ship a replacement cover, and when I opened it this pasted weekend, there was a ***** inch seam that didn't get glued from manufacturing. (Pictures attached) I called to have the replacement replaced and the company wants me to pay another $75 to receive another replacement. I shouldn't have to pay twice to receive a working winter cover.

  

  Business Response

  Date: 09/29/2023

  I apologize, we have attempted to reach you by phone but were unsuccessful. We apologize to hear about the defective product you received. We have sent a replacement cover out to you at no additional cost as a onetime courtesy, you should receive a confirmation email with the details on the order as well as the tracking information once the order has shipped.

  Customer Answer

  Date: 10/02/2023

  [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:09/09/2023

  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 Thursday, September 7 I purchased a pool pump through Dohenys online. When I place the order, the amount spent went into a pending state with my bank account. On Friday, September 8 the shipment went out and the funds cleared my account. The shipment is due to come in Saturday, September 9.On September 9, upon checking my account balance, there is another hold for the same amount from Dohenys even though the purchase price already cleared my account and shipment went out. I called my bank. Who said I have to call Dohenys. I called Dohenys who said I had to call PayPal because I made a payment through PayPal. I called PayPal who said I have to call Doheny. Meanwhile *** paid for an item, the money has completely cleared my account, and now they decided to hold the same amount again for 2 to 3 business days, even though theyve already gotten paid.Because I am one person and one customer they dont care. I was told its like buying gas. That was sent to me by a supervisor at Dohenys. Its like buying gas. When I purchase gas on a Thursday, I dont see a whole brand new hold on Saturday for that same gas amount. This should be illegal.

  

  Business Response

  Date: 09/19/2023

  Hello,

  This has been reviewed and there were no double charges issued on this order.  When placing an order, it does authorize the payment for the amount to be billed at the website level, we do not physically capture that authorization until the items shipped.  The PayPal account was authorized on 9/7/2023 and then subsequently captured or completed within a few minutes after for $666.71.