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: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. 

• Initial Complaint

  Date:06/22/2023

  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.

  Recieved wrong part refused to return payment promised a confirmation email at time order was placed it was never sent would have showed wrong part no and problem would have been resolved

  

  Business Response

  Date: 06/26/2023

  Hello,

  I do apologize for the issues you faced, although it is true to policy and as our website and return policy does state.  We are incapable of accepting returns of replacement parts that value under $40.  With that being said, as a courtesy we have gone ahead and issued a credit back to the card used to place this order.  Please note that it does take the bank a processing time of approximately 72 business hours for that refund to appear on your cards statement. 

  Customer Answer

  Date: 06/26/2023

  [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:06/21/2023

  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 ****** heat pump stratos 50k for my pool from dohenys store, now the heat pump broke and I cant even get it fixed because this product was not even supposed to be sold in *** per manufacturer warranty documents. I reached out to ****** tried to get some resolution regarding this also asked them why they are selling products that are not authorized to be sold in *** . But Im not able to get a clear response from them, they have been putting me on hold and then disconnecting the call. Also I contacted them via email but havent gotten anything from them as well.

  

  Business Response

  Date: 06/29/2023

  Hello,

  The warranty is still covered from the manufacturer even though this is sold with in the US as we are an authorized dealer with this manufacturer.  The warranty claim was opened with the manufacturer and based on their findings the warranty was denied due to a cracked heat exchanger caused and due to improper winterization of the unit and not through any manufacturer defect.  The manufacturer is still assisting in providing a replacement part for this unit, however the replacement part is currently not in stock and will ship as soon as possible. 

• Initial Complaint

  Date:06/20/2023

  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.

  Their warranty is as worthless as the paper it is written on! We purchased a **** clear series solar blanket (the best they offer) in March of 2021. They sent us a smaller, incorrect lesser model. We finally received the correct cover in July of 2021. We used it for approximately a month and a half before closing our pool. We used it for 4 month in summer 2022. When we opened it this year the seams started to dramatically pull apart. We called right away before putting it on the pool. Three weeks later we were told our warranty was approved. That process was also a debacle because they sent the email three different times they said, but we never received it to start warranty replacement. When we finally received the email, they wanted us to pay $413.00 to replace it. You can buy an exact brand new one for $525. We have used this cover for 5 months!!!! We had our last solar cover for 7 years without issue. We stored it correctly according to the directions just like we did the previous cover. The claim that it was season three doesnt hold water since we never used it in season three because their product came apart literally at the seams! Will never do business with them again if they cannot back up their products!

  

  Business Response

  Date: 06/26/2023

  Hello,

  I do apologize for this experience. I do see that the replacement product that was sent to you 2 years ago, is the same product that was purchased.  This is the thickest blanket that we do offer. I also see that due to the inconveniences you faced as a courtesy we did 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: 06/26/2023

  [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:06/20/2023

  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.

  On 5/11/2023 I placed an order for a SaltDip tester. On the Doheny website it did not say, "Backlog Item." The very next day I received an email saying that the estimated ship date was 5/19. It did not ship. I received an email from Doheny's asking to review my purchase and I gave a poor review on 5/21. On or around 5/23 a ******* or ******* called and left me a voicemail that she checked on my order and it should be shipped and I should receive in 3-5 days. It never shipped. I called again and customer ********************** informed me that it was delayed and they did not know ******* or *******. I then received an email on 5/31 saying that my estimated ship date was 6/17. It did not ship. I called on 6/20 and spoke to a very friendly supervisor. I asked if they received any SaltDip tester since 5/11 and he said no. He could not locate that call made to me by ******* / ******* either. Bottom line is the behavior of constantly changing the dates, receiving a call saying that's shipping etc. are all very frustrating for a customer. And of course, waiting for over a month is even more frustrating.

  

  Business Response

  Date: 06/26/2023

  I apologize for the changing shipping dates, unfortunately, Manufacturers are still suffering the effects of issues related to the supply chain. This caused many of our back-ordered items anticipated shipment dates back even further, as these manufacturers attempted to catch up. We will continue to update you on the status of your order if anything is to change.  We do apologize for the delay; however, we still are awaiting notice from the manufacturer on an updated arrival date. Once we receive an update you will receive an email notification with an updated timeframe.  If you have any further questions or concerns, please feel free to contact us back either via email or by telephone at **************. 
  
  
  
  

  Customer Answer

  Date: 06/26/2023

  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:06/20/2023

  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.

  The pool motors are bad and defective. They are guaranteed and I was trying to get them replaced. I spent $52 to send it to them and they want me to spend another $52 to send it back.

  

  Business Response

  Date: 06/23/2023

  Hello,

  I do apologize, the pumps do come with a 1 year warranty from the date of purchase but after 3 months the Consumer is responsible for any and all shipping costs.  I do see that the original pump was actually purchased in 2021.  This pumps warranty was already expired as of 10/15/2022.  It does appear that we did honor and extend the warranty as courtesy, however the shipping would still be the consumers responsibility. 

  Customer Answer

  Date: 06/28/2023

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

  Customer Answer

  Date: 06/28/2023

  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.
  
  If consumer's motor cannot be replaced, they would like their old motor back so that they can have it serviced. Can you send their original motor back?

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

  

  Business Response

  Date: 06/29/2023

  Hello,

  We would be able to send a brand new replacement pump under the extended warranty as a courtesy.  The original unit would need to be returned at the Customers expense in order to facilitate and process a replacement. 

  Customer Answer

  Date: 06/30/2023

  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 old unit has already been sent back to the business, and is currently in the business's possession. The consumers would like a new unit sent to them, that would resolve this issue. 

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

  

  Business Response

  Date: 07/06/2023

  Hello,

  A courtesy replacement has been sent, please expect tracking shortly. Please also be aware that as the warranty expired as of October of 2022.  This replacement pump will not have an associated warranty. 

  Customer Answer

  Date: 07/06/2023

  [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:06/14/2023

  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.

  I cancelled an order within 60 seconds of placing it as it was an error. Received a cancellation confirmation number. Item shows up a week later and Im charged. Called and service says theyll arrange for a pickup return via ******* i print the label and attach it to a giant solar heater which is impossible to get off the porch. Item still here. No refund. After being guaranteed by 5 associates I would be issued a refund for the mistaken processed order.

  

  Business Response

  Date: 06/21/2023

  Hello,

  I do apologize the order was received in error, I do see that the return and refund was processed back to your PayPal account as of yesterday 6/20/2023.

• Initial Complaint

  Date:06/14/2023

  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.

  Purchased an aboveground pool reel for $275.00 on May 28th 2023 and only received the aluminum posts and clarifier that is on my order. The crank for the reel was cancelled by the manufacturer. The posts do not work without the crank, it is like purchasing a car without the engine, it is basically a lawn ornament. The supporting documents are attached to the is complaint. I received an email from them notifying me of the components that were not shipped. Therefore, I called and asked when it the reel crank base will be in stock and shipped to me, but was told to call back on June 6th. After calling back again, I was told to wait until June 8th. I called again on June 8th, and after being on hold for 30 minutes, their solution was to send me a shipping label and schedule a ************ for a full refund which I accepted. However, I have yet to receive the shipping label, so I have contacted their customer support team to explain my situation yet again! I still have been charged $250 for posts that I cannot do anything with. Order Number: **********. The next step will be for me to dispute my charge with my bank. To resolve my issue I would like the following: 1. Delivery of the complete order including the $64.00 reel crank. 2. Receipt of a Shipping label so ***** can pick-up at my home (I am not going out of my way to drop off) for a full refund.3. Complete refund without return.4. Final solution, I will dispute the $250 charge with my bank.

  

  Business Response

  Date: 06/21/2023

  Hello,

  I apologize to hear of the defective merchandise you received, I do see that the labels were received and used. The return is currently in transit and is expected to arrive tomorrow.  A credit will be issued after the item is received, please note that it does take approximately 72 business hours to appear on your cards statement. 

• Initial Complaint

  Date:06/13/2023

  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.

  On 7 Jun 2023, Placed an order for three items (order number **********). These three items where split into multiple shipments. Item 1 - Doheny's Super Algaecide Plus, 4 qts + 32 fl oz FREE was shipped via ***** tracking ************. This was received. Item 2 - Doheny's Above Ground Clarifier Bundle was shipped via ***** tracking ************. This item was received. Item 3 - Doheny's Automatic Chlorinator/Brominator, Above Ground, In-Line was not shipped however a tracking number of ************ was assigned to the item order however, what was shipped/delivered was a small box of 6 bags pool shock. As noted in the picture submitted from the ***** website. I have spent over $1500.00 with this company this year alone. I am asking that the correct product be shipped. Called the customer ********************** number to voice my issue and am told the issue will be resolved but no further dialogue with Doheny occurs. Contact Doheny via online chat only to be told that ***** is showing the tracking information as being delivered. Supposedly been escalated but no further dialogue. I am only requesting that the product ordered be actually shipped to me.

  

  Business Response

  Date: 06/16/2023

  Thank you for your recent purchase. We apologize for the delivery of the incorrect merchandise, we will not need this product returned and feel free to use if you have a need or follow instruction from your local municipality on proper disposal. I do see that we have also issued a replacement of the correct item on 06/13 and was delivered to you today 6/16.  Please be sure to contact us right away if there is an issue with the replacement. 
  
  
  

  Customer Answer

  Date: 06/16/2023

  [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:06/12/2023

  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.

  I only received 3 out of 4 items of my order #**********.A fed ex shipping label was created for the missing item (tracking #************).I have called and sent live chats on SEVERAL occassions.I was hung up on 3 times.They owe me $95 for order never shipped.This is over 6 weeks old.

  

  Business Response

  Date: 06/12/2023

  Hello,

  I apologize for the inconvenience in having this issue resolved.  A credit has been issued back to your PayPal account for the item that was never received.