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:08/08/2023

  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 8 2023$$289.34 Doheny Bulk Calcium Super Shock 50lb Doheny offered this product online, purchase was made, product not received as per their commitment. I contacted them only to be told 3 times this is back ordered; however, it is ordered online as in stock. Lack of customer ********************** is unbelievable. As a business why would you not offer to fill the order with another poundage or upgraded product? Doheny has no intention on doing this, obviously.Order #********** Advertisement was sent via email as part of their July 4th sale.

  

  Business Response

  Date: 08/15/2023

  Hello,
  I apologize for the changing shipping dates, unfortunately, we are having an extremely difficult time getting this product. Our vendor has experience mechanical line failures multiple times this year and when this happens, they are unable to fill the granular shock.  We are being told that the current problems should be resolved by early this week, and we should be getting more inventory by the end of this week. We will continue to update you on the status of your order if anything is to change.  We do apologize for the delay, and once received this should ship the next business day. This order has not been shipped yet and therefor you have not been billed, if you would rather cancel this order from shipping please feel free to contact us at **************. 
  

• Initial Complaint

  Date:08/07/2023

  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.

  bought a pool cleaner from this company have had constant problems was told we cant get parts for this cleaner yet they are still selling them told me that ur have to buy a new one and its only about a8 months old totally brushed me off

  

  Business Response

  Date: 08/08/2023

  Hello,

  The product was purchased February of 2022, the warranty is upheld through the manufacturer and is on year from the purchase date.  We are only able to facilitate returns and defective products within 30 days from the purchase date. After this only manufacturer's warranty applies.  When we were contacted regarding any warranty this was 3 months adter the date of purchase and the customer was referred to the manufacturer. 

  Customer Answer

  Date: 08/08/2023

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *******************;

   the   robotic pool  cleaner is made by Doheny's  has there  name  on it  since i was  told   on the 7th  of  august we  cant get parts  for that  cleaner   i should throw it away  and buy  new    what sane person will throw away   some thing a little  older   then  a year  old i asked them to   look  up the motor  so i could  by  and  fix   was  told  they  cant get  parts  for some thing  that  they made not manufacturer    but  them self's    Doheny's   are selling  products  not able  to  get parts   for    i read  there   complaints  on this company   they are awful not reputable and will pass on information to every living  soul   that  asked me about  the cleaner    please contact me   ********** 

  

  Business Response

  Date: 08/09/2023

  I do apologize, but the product is no longer under warranty and was not at the time we were contacted. I will have someone reach out to attempt and assist you in retrieving or ordering parts that *** fit your needs. 

  Customer Answer

  Date: 08/10/2023

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *******************

   

   

   

   i will be waiting   for your response **********  bert  hardy ****************************** *******   ** 31553

   

  

  Business Response

  Date: 08/15/2023

  I do apologize, we do not sell parts for this product and it is no longer covered under a manufacturer's warranty. 

  Customer Answer

  Date: 08/15/2023

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *******************

   the i suggest you stop selling that product that  you still  have on your site  since the product  is made by you has  your name on it   you are misrepresenting  the product    people  dont have the money to throw away a product after    one swimming season of 6 months   to put it in water not to work the second season  you people  need to closed  down shame on you for all the  people  you have  done this too and it shows on the bbb  of how  you do this  word of mouth spreads  big and im telling every  one your products are junk  and you dont stand behind them   

• Initial Complaint

  Date:07/27/2023

  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.

  On 7/20 I ordered a filter from Doheny and promised shipment within 2 days. The next morning on 7/21 I was informed this item was now on back order until 7/26. On 7/25 I was informed my item was now on back order until 8/6. I called Dohenys customer support line who confirmed I could cancel my order and place a new one for a filter costing $70 more than the original order. I would now be charged for the original order of $299 and the new order of $369 while I waited for the refund of the first order. Doheny refused to charge the price difference only. Meanwhile my original order still showed in stock allowing other customers to run into the same issue. After completing my new order which was confirmed by the sales associate I was emailed less than 24 hours later stating the new order was also back ordered. Doheny now has 2 orders worth of my money. Both items still show as in stock allowing more clients to order and have their money held up. An absolute corrupt system. Doheny will not cancel my second order unless I wait on hold for however long to speak with an associate who clearly is not informed and lacks customer care

  

  Business Response

  Date: 08/03/2023

  While we try our best, unexpected demand can cause products to occasionally be out of stock and can prevent shipment.  I apologize for the changing shipping dates; this item was on backorder with the manufacturer. We attempt to obtain the most accurate arrival dates as possible but unfortunately, we are at the mercy of the manufacturing company when it comes to the availability of a product.  This was the cause for the changing dates, I do see that the order was cancelled and as we do not charge the card until the item ships there was no refund to be processed at that time. 

• Initial Complaint

  Date:07/25/2023

  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.

  Ordered DOHENY 3" CHLORINE TABS 50LB. from Doheny.com on 7/16/23 - Order # ******-3000-780 - The shipping address was mistakenly input as ************************************************************** due to autofill the on Doheny.com website. The actual shipping address is **************************************************************. The item was delivered to ************************************************************** on 7/19/23 at 2:30pm according to ***** tracking # ************. There is NO SUCH address as **************************************************************. On 7/21/23 I checked the order status and saw that it had been delivered to ********************************** somehow... Left in a vacant lot maybe? I opened a claim with ***** #*********** - ***** closed the claim with no explanation and advised me to contact the shipper. I contacted Doheny's at least 9 times via customer **********************. Each time I was given a different story but bottom line was that they could not open a missing delivery claim with ***** so they would not replace item or refund my payment. Doheny's knows my proper address as they send me catalogs all the time. I am expecting a refund of $206.99 - thank you

  

  Business Response

  Date: 08/03/2023

  Hello,

  I do apologize; however, the package was delivered to the address that was provided at the time the order was created and entered on our website.  Unfortunately if you mistakenly entered the wrong address, we cannot assist in this matter. It is the customer's responsibility to locate the package at the address they entered no refund can be given unless the customer returns the product.

  Customer Answer

  Date: 08/04/2023

  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 Doheny's order # placed on 7/16/23 is: 071623-3000-780 for DOHENY 3" CHLORINE TABS 50LB.

  The shipping address was mistakenly entered as ************************************************************** and the correct address is ***************************************************************

  Doheny's has an unwritten policy that if an order is delivered to an incorrect address, it is the customers responsibility to retrieve the order from the incorrect address.  Doheny's position on this is incorrect as the shipping agreement is between Doheny's and the shipping service, in this case ****** Nowhere on Doheny's online order form is there a statement to the effect that customer is responsible for lost / misdelivered orders.

  In this case even though ***** claims on their website that ************************************************************* is a valid address, the address does not exist - see attached *******, ** ***** tax maps. It is impossible for me to go personally to a non-existent address to retrieve the missing order to return to Doheny's as they have stated I must do in order to be refunded my payment for order not received.

  It is my contention that Doheny's responsibility is to refund my $206.99 for product not received and open a claim with ***** for the missing item

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

  

  Business Response

  Date: 08/08/2023

  Hello,

  If the order was indeed misdelivered through the fault of ****** Doheny's, or the shipping company we would be liable in assisting you retrieve, replace, or refund the order.  Unfortunately, this was the shipping address entered on the order. Therefor by placing that order and entering the address on the order prior to submitting and processing your order, we had agreed to deliver to the address that was entered at the time of purchase and are not capable of assisting in this matter.

  Customer Answer

  Date: 08/14/2023

  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.
  
  I have made a total of 24 calls to Doheny's Customer ********************** between 7/21/23 & 8/14/23.

  I spoke to innumerable persons including ******************, etc.

  On 8/4/23 I spoke to ************************* who assured me that they would refund my money by 8/7/23 and open a claim with ***** as I had proved the *****'s "Proof of delivery" was incorrect as it was delivered to an address that does not exist in my town.

  On 8/14/23 I called Doheny's Customer ********************** and spoke to *****************  I asked why I still did not see a refund on my credit card and was advised that a PayPal claim I had opened was denied and so Doheny's could not issue a refund.  After some heated discussion & consultation by ******** with her managers, I was offered a merchandise credit of around $82 & change.  I refused this offer and asked ******** to state directly if they were refusing to refund my money.  The merchandise credit offer was repeated which I again declined. The call was disconnected at that time.

  At this point in time, my hopes that Doheny's will do the right thing & honor their commitment to refund is growing slim but I refuse to accept anything less than a refund of my money for a product I did not receive.

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

  

  Business Response

  Date: 08/23/2023

  Hello,

  THe merchandise credit has been issued back to you account for a future purchase, this will never expire and can be used with any other offers. 

  Customer Answer

  Date: 08/29/2023

  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 business stated that a merchandise credit was applied to my account. I do not have an account with **********************'s and never received any direct communication via email or phone regarding this credit other than an offer made verbally by a customer ********************** representative for a partial credit which I refused and asked for a full refund in the form of a credit on my credit card which had been promised on 8/4/23 by a business's customer ********************** representative.

  I called the business's customer ********************** on 8/**/** and after some discussion was offered a full merchandise credit to a business's account (which I was asked to create) after I closed all complaints against the business.

  I made it clear that this was not what I had asked for & was promised. 

  Again my request is that business honor their commitment and issue a full refund via credit to my credit card account and open a dispute with their shipping vendor to recover either the product or whatever compensation is required.

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

  

  Business Response

  Date: 09/07/2023

  I had responded and his credit has been issued and is under his account online and has also been emailed to him.

• Initial Complaint

  Date:07/25/2023

  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.

  After spending 2 hours on the phone with a customer ********************** rep asking for a union kit for a pump I purchased, she told me they don't sell connectors. So when I found what I needed, she couldn't tell me what the size or dimensions are for the products. ************* Elbow Assembly *** SPX1485BPAK. As soon as I received the confirmation I called them to cancel that item off of the order# ******-3000-370. 7/25/23. That is what the instructions tell you to do. They refused to take it off the order claiming the order was already processed. How can it be processed when it is drop shipping from a 3rd party vendor not to be received until next week.? They advertise shipment the same day.Just a way to keep the money ($94.46) they take from you and false advertisement. This product also sells for $58 on Amazon.

  

  Business Response

  Date: 08/03/2023

  Doheny's prides itself on delivering your pool supplies fast. To provide swift delivery service, orders are processed promptly for shipping. We are not able to stop the shipment, in that case the return policy would apply. Note, some items will ship from a third-party supplier. If that item has shipped or is in production, it cannot be cancelled. I do see from the tracking through **** that the shipment was received on the day the order was placed 7/25 by the post office in ***********, ** 01152. It also shows that this was delivered 3 days later on 7/28.

  Customer Answer

  Date: 08/03/2023

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/19/2023

  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.

  The original delivery date was for 07/04/2023 then we received an email that the new delivery date was for 07/11/2023 then other email stating new delivery date is 07/21/2023 yesterday we received another email stating another new delivery date for 08/11/2023. I do not want to do ****. with this company EVER again!! Summer is over an I do not have a pool cover for my pool. They are stating they NEVER received payment. Yes they did. I would like a refund. I've already put in a complaint with paypal (form of payment) and they are investigating the issue.

  

  Business Response

  Date: 07/28/2023

  While we try our best, unexpected demand can cause products to occasionally be out of stock and can prevent shipment.  I apologize for the changing shipping dates; this item was on backorder with the manufacturer. We attempt to obtain the most accurate arrival dates as possible but unfortunately, we are at the mercy of the manufacturing company when it comes to the availability of a product.  This was the cause for the changing dates, I do see that the order was cancelled and as we do not charge the card until the item ships there was no refund to be processed at that time. 

  Customer Answer

  Date: 07/28/2023

  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.
  
  That is not true. You were paid ****** from my PayPal account as you can see from my document.  Lucky for me I paid using PayPal. They paid me back and you will have to pay them. Please do not state you never charge a customer for an item that wasn't shipped. That is by far a false statement. As you can see....yes you do! I'm closing this complaint because I received my money back NOT by you but from PayPal! 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 08/03/2023

  Again, we apologize for any inconvenience, the order has been reimbursed in full. 

• Initial Complaint

  Date:07/11/2023

  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.

  Liner I bought had a rip and contacting Dohenys I was told that I should accept a replacement or nothing, I told them that I dont feel safe having to go through the hassle and expense of setting it up and find another problem because maybe my frame doesnt fit their liner so Ill just buy a whole new pool that it comes with its own dedicated liner, I offered to accept a partial refund instead of having them pay for shipping a new liner that I wont need, I asked that they escalate it with the management maybe theyd make an exception for my case and I was told its either a replacement or not and thats the end of it

  

  Business Response

  Date: 07/25/2023

  Please see the attached for the warranty information and return policy regarding the specific product that was purchased. As our policy states regarding opened/installed pool liners are non-returnable and non-refundable.  As well as with all products sold that after 30 days from the date of purchase only manufacturer warranty applies.  The customer did initiate a warranty claim which was approved and the manufacturer that holds the warranty has offered to replace this product under warranty.  Warranty is for direct replacement only and refunds are not applicable. 

• Initial Complaint

  Date:07/03/2023

  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.

  Date of Transaction - 6/14/23 Amount of Transaction - $1090.56 What the business committed to provide - Two Doheny's Supreme Clear **** Series Micro-Bubble Solar Cover, 7 year warranty, 22x44 ft Rectangular Nature of Dispute - When I placed this order the website showed that it would arrive at my house on 6/17/2023. I went to the 'check you order online' link to see what the shipping status was and it showed it was being shipped with ***** and supplied a 10 digit number. When I went to ***** to check the status it showed that the number was invalid. I thought it was possibly because it hadn't been picked up yet. Then I went back a couple of hours later and the shipping information had disappeared. I called and spoke with a kind associate who checked the status and told me it was shipping with R&L Shipping and would arrive June 29! This is completely unacceptable as the original date showed June 17. I had organized people to arrive that weekend to fit the covers to the reels, otherwise I would have purchased the items from another company. The Associate stated that I could return the order with no charge once it arrived at my house. I drove 2 hours to pick up a cover from another company to have it here for the work that weekend. I wrote to Doheny to confirm they would stand by the associate stating there will be no charge for returning the order. After a number of email exchanges they did not stand by their delivery date quote on their website nor the verbal confirmation via phone of no charge to return the order by their Associate. I provided all the details they requested including dates of the phone conversation with the Associate. They required a call where they could hear the call where I was promised I would receive a return label. I did not think to record the call, I trusted the Associate knew the details of their job and was advising me correctly.

  Customer Answer

  Date: 07/12/2023

  The company did reach out to me by phone, I disagree with their response. I have replied to them via email, please see the attached email chain. I am concerned because tomorrow, June 13, is the final day I can return the order without being charged a restocking fee. I would like to request that the restocking fee also be waived due to the unresolved return shipping problem.

  

  Business Response

  Date: 07/17/2023

  Hello,

  We have been in contact with Customer and pick up and return arrangements have been made to retrieve the product and for a refund to be issued to the original card that was used to purchase this cover.  The item does ship by freight truck and typically does take 5-7 business days for delivery, there was an error on the website that mistakenly depicted that delivery would be 2 days.  For this error we are covering return costs and reimbursing the order in full. 

  Customer Answer

  Date: 07/17/2023

  [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:07/02/2023

  Type:Order 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 solar cover for our above ground pool, and the bubbles have popped! Resulting in the cover to be submerged in the pool making it very difficult to remove with ALL THE WATER ON TOP OF THE COVER!!! I can understand if this was a purchase a couple years ago, but this was in June 2023!!! Really????

  

  Business Response

  Date: 07/06/2023

  Hello,

  I do apologize for the issue you have experienced with this product.  Typically the bubbles are not covered under warranty or considered to be a manufacturer defect.  This can typically be caused by chemical exposure and improper storage of the cover when not in use.  However, as you stated with this cover being so new you should not have experienced this issue.  We will be sending you a replacement cover at no additional cost, you should receive shipping confirmation and tracking numbers shortly.  

• Initial Complaint

  Date:06/28/2023

  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.

  shipping label. Fed - Ex - package Not able to be delivered. First package- delivered somewhere- who know's where.Second- tracking # ************ undeliverable, per fed-ex ....unreal business ---And tell customer **********************- as the customer- it is Not the customer's obligation to call the carrier, the package that you , as a business sending packages , using whatever carrier you utilize.

  

  Business Response

  Date: 07/06/2023

  Hello,

  I do sincerely apologize for the issues with the carrier in delivering this item to you.  We have shipped yet again another replacement item to you, and you should receive a separate email shortly with this tracking information.