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:08/28/2023

  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.

  Pool cover was purchased 9-14-2022 Pool cover receipt. ****** including tax Doheny's committed to warranty of the product for 100% return under 1 year if the installment instructions were followed. Pictures were sent to them showing full proper installment.The pool cover is covered under warranty and they have delayed and denied my replacement knowing that I have followed all of the directions for installment. The first time the cover was used it came apart in two areas where in the photos the weave had come apart and a grommet has fallen off. I asked for a replacement and Doheny's sent me an email stating that it was weather related and and act of God. I disagreed with the email and asked for a supervisor. The supervisor agreed with me on the phone, that it clearly came apart and instructed me to send the photos again and I would receive an email with instructions to pay $20.00 in shipping, to send the cover back in order to receive my replacement. I have called 4 times and reported that I have not gotten my instructions for replacement. They tell me send it again. Now on several attempts of sending emails and calling I have still not gotten and email's or replacements, just the run around. I have uploaded the warranty form and my receipt. The first email was sent 7/11 and 3 more after that The business refuses to replace or resolve anything.The amount and order number is on the warranty sheet.I want a full replacement or a refund.

  

  Business Response

  Date: 09/11/2023

  Hello,
  Attached please see a copy of the warranty card that was provided with your purchase of your winter cover.  Warranty is for direct replacement only, and is a pro-rated warranty.  The pro-ration chart is also attached.  We would be happy to approve your warranty as a one time courtesy even though a manufacturer defect was not found presernt and send you the corresponding approval letter for the terms of your warranty replacement. 

• Initial Complaint

  Date:08/28/2023

  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 a inground pool cover with a 12 year warranty and fully covered the for 3 years on 8/23/2022 for $200.52. I had my pool closed 9/8/2022 by my pool company. Upon the pool company opening 5/25/2023 the water and debris over the winter leaked through the cover. They advised it was a defected cover due to it being a single use and the holes were undetectable due to it being defected in the weaving/thread of cover-too fine or small to detect what areas it was actually leaking from. I called Doheny CS 6/2023 and spoke to a Rep who advised I had to send in pictures of defected area in order to file a warrant claim. I explained how that was not possible and this is a 20ftx40ft cover as well. That's like trying find a "a single Ant in lawn. Rep was not able to help me beyond that point so I asked for a manger which she advised me there was not one available. I followed up 8/23/2023 requesting to speak with a manager again and the manager came onto the phone line with an attitude (Name ****) stating "she see I spoke to two people and was giving warranty policy so she does not understand what the problem is". I explained my problem and asked if I can send the cover to their company and they send me a replacement or give me a store credit to purchase a better quality. Hope ********* Doheny) stated No, covers cannot be sent in because they could have mold on them and we do not accept used covers back and I would have to identify defected area send a picture in order to get my claim approved for a replacement. I stated I bought this cover less than a year ago with one time use and warranty says its fully covered the first 3 years, with NONE OF THESE DETAILS OF ******** PROVIDED upon purchased of cover. Now, I am stuck with the cover because I cannot identify defected areas of cover. This is deceptive advertisement of warranty. Details of the warranty was NOT in the description upon ordering ONLY 12 warranty with 3 years FULLY covered. I want a FULL REFUND of my $200.52. I do not want to go back through this process and chance getting another defected cover from this company. I will ship it back if the company send a shipping slip covering shipping cost as well. I am a Healthcare Provider with limited available time to spend on the phone back and forth with this. I sped my only break currently make this complaint and calls to the company! Now, I have to spend money to purchase another cover elsewhere because my pool is schedule to be closed in a few weeks.

  

  Business Response

  Date: 09/11/2023

  Hello,
  Attached is a copy of the warranty card that was provided with in the box at the time of purchase.  The card does detail all of the warranty information and what is covered under manufacturer defect and what is not.  We did also offer that an 8" by 10" sample of the cover be submitted for warranty review if pictures were not capable of being sent.  Please forward the 8" by 10" sample to DEI Warranty at *********************************************************************.

• Initial Complaint

  Date:08/22/2023

  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 ordered a pool liner and when I received it, i opened the box, started to unfold it and realized it was the wrong one, called them and they said to send it back for refund. They said i would have to pay shipping to return it, and i would get refund for it once the recieved it. I have called 4 times trying to get refund or liner back since they said it was not resellable since i opened the box and used it. Only thig i did was open and unfold one side and realized it was wrong liner and refolded back in box. Replaced strapping on box and returned. I cannot get them to credit me my money or send it back to me. I have been trying to get it returned for 2 months with no sucess. The cost of the liner was $399.99 plus $100 to send it back. They show when i call that they recieved it and it was damaged so i would not receive my money back, and will not return to me so they are stealing my product that i paid for by not returning. How many other people have they done this to?

  

  Business Response

  Date: 09/05/2023

  Hello,

  I do see that in the time since this complaint was received a credit has been issued back to the original card used to place the order in full for the product returned.  Please confirm that this was received, it was issued the 14th of August and typically takes 72 business hours before posting on your cards statement. 

  Customer Answer

  Date: 09/09/2023

  [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:08/20/2023

  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.

  April 2021, I purchased Dohenys top of the line solar pool cover. This cover was very heavy and both kept heat in and minimized evaporation. Unfortunately the cover delaminated so I exercised the warranty which still required I pay over $200 for the cover. The replacement they sent is literally worse than bubble wrap. I have coveted this is not the same as I purchased and its seemingly a bait and switch. Theyve just responded that its what they have and they admitted to changing manufacturers. They keep responding with a too bad approach with no help to reconcile. Its corrupt in approach. Given they have charged me for something else I did not expect or order, as well as sent me something that is a fraction of the quality and are not responsive, Im reporting this as an unethical business practice. See pictures attached showing the clear problem.

  

  Business Response

  Date: 08/30/2023

  Hello,
  I do apologize for this experience. Upon researching this issue, I do see that due to the inconveniences you faced as a courtesy we have pro-rate back the date of your warranty approval to be replaced under the "full" term coverage period where only the $20 replacement shipping fee is due.  You should have received a separate email from the warranty company with these details.  Please follow the instructions that are also included in this email to receive your warranty replacement. 

• Initial Complaint

  Date:08/17/2023

  Type:Sales and Advertising 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.

  2021 I purchased a 20x40 clear solar cover from Doheneys and by the next season the cover split apart. Sent pictures in Sept *********************************** June of 2023 put the cover on the pool and with in three months the seam in one of the sections came apart. Poorly manufactured cover. They want $233 to replace under warranty. The clear cover is one of the more expensive ones but very poor quality. Ive had my pool for 26 years and have never had such a bad experience with solar covers. I have emailed explaining this cover is only 3 months old. This cover is a manufacturer defect and they should stand behind it. Ill accept the less expensive blue cover as a replacement.

  

  Business Response

  Date: 08/30/2023

  Hello,
  I do apologize for this experience. Upon researching this issue, I do see that due to the inconveniences you faced as a courtesy we have pro-rate back the date of your warranty approval to be replaced under the "full" term coverage period where only the $20 replacement shipping fee is due.  You should have received a separate email from the warranty company with these details.  Please follow the instructions that are also included in this email to receive your warranty replacement. 

  Customer Answer

  Date: 09/03/2023

  [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:08/12/2023

  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 two Doheny branded Solar Domes for the price of $364.98 + tax on 9/19/20. These domes are designed to warm pool water via sun light as it passes through the dome on the return line. I purchased the domes in September '20 at the end of the 2020 swimming season with the intention to first use them for the 2021 swimming season. They did fine for the 2021 swim season.However at the start of the 2022 swim season, one had a major leak along a seam by the intake valve. I tried to repair it with epoxy, but that did not last. At the start of the 2023 season, both domes are leaking heavily at seams (the second near the outtake valve) and are completely useless now. I got 1 and a half swim seasons with them.I contacted Doheny's support for help to remedy the situation, either by offering me replacement domes or a store credit or something. I was a frequent customer, having spent thousands of dollars with them. They refused to help, saying the domes' warranty was only 1 year and there's nothing they can do about it. The fact is, the domes are their own branded product and THERE IS something they can do about it, but they refuse to. The domes are something one purchases with the expectation that they do not fall apart in one or two swim seasons, as they are a couple hundred dollars a piece. Doheny refuses to stand behind their product, but I want my money back.I am justified to say that I have been absolutely ripped off with this purchase, and they need to stop selling these domes until they fix manufacturing defects that enable the seams to crack during simple use of the product. It bothers me that they did not even ask about the seam leaks to learn more about their products' faults. Instead, they gave me the canned response of "you have 30 days to return a product, and a 1 year warranty." That is not a reasonable response to my situation, at all.Money back or store credit, minimal. Discussing the flaws in the dome so they can fix them would be extra credit.

  

  Business Response

  Date: 08/24/2023

  Hello,
  We do apologize that you have experienced an issue with the product.  The product was sold with a 1-year manufacturer's warranty and is advertised as so with in the product copy. Warranty always begins from the date of purchase, however even in this case if it were to be pro-rated it would still be with in the 3rd year of ownership at this point.  I do apologize but there would be no resolution in the form of the warranty.  We have attempted to contact you to inform you of a courtesy credit we are capable of applying to your account but were not able to reach you by telephone.  This credit is recorded account. 

• Initial Complaint

  Date:08/10/2023

  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.

  Ordered Solar Cover with an 8 year warranty in June 2021. Solar cover was out of stock and back ordered to July 2021. Cover was delivered end of July 2021. Submitted a warranty claim in June 2023 to DEI Warranty and a replacement cover was approved. A form requiring signature and payment was issued for my approval with a replacement cost of $167.26 includes taxes and shipping. Although the invoice clearly states a back order date of July 2021, the assessment prorate is based on the original purchase date in June not the back order date of July, therefore the first 2 year free replacement was not honored. I have emailed and spoken to Customer ********************** and they maintain purchase date starts warranty regardless if the item is not in stock and back ordered.

  

  Business Response

  Date: 08/23/2023

  Hello,
  As a courtesy we have revised the warranty offer and updated the pro-ration amount based on the back order date of the order.  Please confirm that the updated offer has been received it was sent to the email address that was provided at the time of the order. 

• Initial Complaint

  Date:08/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received catalog from company. It is current with it stating sale ends 8/13/23. I went online on 8/8/23 and attempted to purchase 12 Lo-Chlor Fast Dissolve Stabilizer (Sku 21617Q12). I purchased the same thing less than 30 days ago (7/10/23). I received 12 1# bags separately placed in a box. There was no special packaging of a set of 12. I wanted to purchase quantity 2 of that Sku for 12 1# bags at $79.99 (total $159.98) Monday. It was not listed on their website but a 4 1# option for $37.99 or a 6 1# option for $54.99 was listed. I participated in a chat (I have copy of transcript) from 9:08:32 their time to 9:49:35. I was told that the quantity 12 was unavailable but that I could purchase either the 4 or 6 quantity to obtain my 24 bags. I explained that I had just purchased this last month and that there was no special packaging for the quantity 12 selection - they just put 12 1# bags in a box and mailed them to me. He continued to tell me that I couldn't get the 12 for that price basically. I called the company the next day and spoke with another representative who again told me the same information. I asked her if she could check her computer and see if I could purchase 4 of the quantity 6 and was told that yes I could after she checked her computer. I asked to speak with her supervisor. Several minutes later ********************* got on the phone with me and told me he was aware of my situation and that he just checked with the warehouse and there were only 10 bags available. I realized that there was a definite avoidance to honor the sale price listed in their catalog and finally threw in the towel with my efforts to simply get the ********************************************** their current catalog. Advertising a product for one price and then changing the conditions of the sale based on quantity, especially with the insinuation that product availability is contingent upon paying a higher price is misleading and unjust.

  

  Business Response

  Date: 08/17/2023

  Hello,
  In the time since this complaint was filed, we have been in contact with the Customer and have resolved the situation. 

  Customer Answer

  Date: 08/17/2023

  [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:08/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a pool heater and returned it. After they received it I asked how long for the refund of $1603.00. They stated 3-5 days. On day 8 I emailed them for an update on the refund. They stated no refund package arrived damaged and to file a claim. Never even notified me that it arrived damaged. I filed a claim with *** who twice closed my claim stating they made numerous attempts to inspect but were unsuccessful. *** policy is requiring 7 photos. See requirements below. I have asked 4 times for the 7 photos. They only sent three photos. Two showing damage and one showing the shipping label. The last time I asked for the photos ****** sent me the same three photos again. I told her I need the 7 photos that *** requires. She emailed back stating "I will ask shipping to take these -but this is usually the job of the shipper, not the receiving department." Are you kidding me? You expect me to fly from GA to WI to take photos or you expect me to be psychic and take photos prior to the damage taking place?If they don't want to take the 7 photos then they need to refund me the $1600.They are a business that never told me it arrived damaged and are refusing to sent me the 7 required photos. Something not right about that. This is what *** requires. A photo showing the damaged item and how it was packaged inside the box A photo of the damaged item A photo of the packaging material used A close-up photo of the shipping label with tracking number (generally starts with 1Z) A close-up photo of the box manufacturers certificate (round stamp on outside of box) Two photos showing all six sides of the package (one showing top and two sides, another showing bottom and opposite sides

  

  Business Response

  Date: 08/17/2023

  Hello,

  We have been in contact with the Customer in the time since this complaint was filed and have resolved the issue.  

  Customer Answer

  Date: 08/17/2023

  [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'm not sure if Doheny's providing me the photos were the result of my compliant to the BBB or after several requests they eventually sent me the photos.  I'm satisfied with the outcome.  The outcome being they provided me with the photos I needed for UPS.  I thank Doheny's and I thank the BBB. 
  Regards,
  
  *****************************************
  

• Initial Complaint

  Date:08/08/2023

  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.

  Poor service and not standing behind their staff on a clear commitment to issue a refund

  

  Business Response

  Date: 08/15/2023

  Hello,

  This order was purchased in December of 2022, our return policy regarding defective or not satisfactory merchandise is within 30 days from the purchase date. During this time, we are capable of issuing a refund, past this time only manufacturer's warranty applies.  Manufacturer's warranty is for direct replacement only and does not qualify for monetary refunds. Even with this being said, we did make an exception in this situation and issued as a onetime courtesy a merchandise credit back to the customer in this instance for a future purchase.  This credit will never expire and may be used with any promotion.