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:05/27/2023

  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 *** 24, 2023 I placed an order #********** under the impression as many others of next day shipping. I received shipping label created *** 25,2023. It is *** 27,2023 I have reached out regarding no movement of the shipping label and have yet to get a response not the item. I know its a holiday weekend. But it is misleading to say next day shipping creating the label to show movement then nothing. No communication, no response, no hey due to holiday weekend your item wont ship until next week. I know ***** is open Wed-Saturday but the item hasnt even been picked up.

  

  Business Response

  Date: 06/01/2023

  Hello,

  I do apologize it looks as if ***** had temporarily lost the package and it took them several days to locate it.  I do see that under the original tracking information this now shows delivered as of 5/31/23 at 8:25 am.  If you trace your original tracking information on ***** you will also find the picture with the proof of delivery.  If this is still not the case, please contact ** as soon as possible so we may resolve this issue.  I apologize for any inconvenience this may have caused. Thank you

• Initial Complaint

  Date:05/26/2023

  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 solar cover for my 20 by 40 inground pool. Before I ordered I called to ask if the one I was ordering was a 16 mil it was their most expensive one. They said yes when I received it was 12 mil. My son had already installed I called they first said it was 16 mil. When I challenged them they said they actually didnt know the mill of the cover. So my problem is they are advertising and charging for 16 mil but sending a 12 mil. Its just wrong. Other people should be aware

  

  Business Response

  Date: 06/01/2023

  Hello,
  I apologize for any misinformation you received but I will confirm this is not a 12-mil blanket.  We do not classify our blankets in mil anymore mainly for some of this reasoning.  There is no standard measurement for mil used in the industry, this allows all different thicknesses of blankets to be sold dependent on the retailer selling them.  For transparency reasons mostly we switched to categorizing our blankets as 2400,1600, and **** series.  The cover that you received however is the same thickness and equivalent to the same blanket we used to advertise as a 16ml. 

• Initial Complaint

  Date:05/25/2023

  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.

  Purchased a new pool cover with an 8 year warranty for $280. The cover lasted only a few months before starting to break down, become brittle and tear. The cover was stored in a climate controlled garage when not in use. ******** failed to honor any portion of the warranty and stated it was from misuse or normal wear. Normal wear could not degrade this cover , which should last 8 years, in only 3 months. They have this arbitrary response blaming me as the customer for their defective product, they should be liable for selling something of this nature advertising this grand warranty with no intent to honor it. In reading other complaints I see just how poor their products are and their customer **********************

  

  Business Response

  Date: 05/30/2023

  Hello,

  I do apologize that the cover was not covered under the manufacturer's warranty.  Please note that the warranty card that was included in the box which states the warranty's terms does state the following (I have attached a copy of this card for your reference) .  However we will be reaching out to you to attempt to see if we can offer any alternate resolution..

  Limitations
  

  The following defects ARE COVERED under warranty:
  Delamination This occurs when the 2 layers of the solar cover start to come apart
  or separate.
  Seam Separation This occurs when the seams that hold the sections of cover
  together come apart.

  
  The following issues are NOT COVERED under warranty:
  Bubble Damage - This occurs when the bubbles on the solar cover start to fall off.
  This is a chemical problem and often caused from the pool water not being properly
  balanced.
  UV Damage This is caused by exposing the solar cover to the sun while removed
  from the pool (improper storage).
  Damage caused by animals. Misuse, discoloration, fading, or color bleaching out.
  Tears, rips, or cracks caused by the claimant.

   

   

  Customer Answer

  Date: 05/30/2023

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

• Initial Complaint

  Date:05/24/2023

  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 turbo twister left turn slide for inground pool on 4/21/23. Paid extra for lift gate delivery service. Slide and delivery service was $5348.98. I was given delivery date of 4/26/23 to 5/2/23. Have made multiple phone calls to company without any resolution. 2 weeks ago I was told they were behind and I needed to wait **** business days and it had been over 3 weeks. Last week I called and after 2 phone call and being on hold for several minutes I was told they would expedite shipping within 72 hours. 5/23/23 called company again because my account still is only showing the order is being processed and still not shipped. The first customer ********************** agent told me that my item had been shipped and I need to contact the shipping company. I have never received a shipping notice and account still shows processing. I told the agent I have no way of contacting this shipping company that I have never been given tracking info for and that agent hung up on me when I asked to speech to someone else. I called back and was placed on hold x 10 minutes for the agent to tell me the slide was delivered somewhere but they are unsure of the location. Said shipping company did not provide any pictures of the location they delivered too. Now they are suppose to have a supervisor look into this. Until 5/23 every person I have spook with said the slide hasnt been shipped. Now Donheys customer *********************** states that I have to take up this problem with the delivery company that they refuse to provide contact information, phone number and tracking number. As of today, my Doheny account still says processing and not shipped. Customer *********************** agents are rude and unwilling to help. I want a full refund for this order that I have never received. It doesnt appear that customer ********************** will resolve this soon so I feel a full refund is the only acceptable options to resolve this issue.

  

  Business Response

  Date: 05/26/2023

  Hello,

  I do apologize for the inconvenience you have experienced with this order.  The problem arose when the freight company confirmed proof of delivery, which typically would be considered theft and needs to be resolved with the local police department.  We have worked with the freight company at this point to file a claim as the Customer had stated that it was not delivered.  We have sent then a replacement out to the Customer and the replacement order was processed yesterday 5/25 and is shipping today 5/26.  The replacement slide should arrive within 5-7 business days. 

• Initial Complaint

  Date:05/23/2023

  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.

  I purchased a Raypak 6450TI heat pump for the pool on 5/14/23. I paid $4,189 including shipping and taxes. I received the unit very quickly. On 5/21/23 I installed the unit only to find out it is broken. I confirmed that the unit has a leak after testing with specific equipment and the refrigerant has leaked out. This happened before the unit was ever delivered to me since the box, and the place the unit was placed for several days was clean. On 5/22/23 I called Doheny's to advise them of the issue and requested a replacement unit since the one delivered came broken. I was advised by the representative that a new unit will be sent, after trying to get more information the representative tried faking that he cannot hear me and hung up. After calling a 2nd time and speaking to another person and requesting a manager, the 2nd representative advised that a new unit will be dispatched right away and I will have an order number for the replacement in 1 hour. 5 hours later I called again and was advised that yes an order was placed and I will receive email details within 24 hours. 25 hours later on 5/23/23 I called and requested a manager who told me that I need to deal with the manufacturer and not Dohenys even though they shipped a broken unit, after a heated debate he advised that he submitted paperwork to ********************** who will contact me in several hours (same day) to arrange for a new unit to be shipped and the broken unit picked up. It is now the end of the day with no call, emails, or updates. Dohenys does not stand behind their product and has done thing but give me the run around. Not even 7 days passed since delivery and only 1 day after I realized the unit is not operating due to defect and they have refused to do anything to rectify the issue.

  Customer Answer

  Date: 05/24/2023

  I wanted to advise you that I did contact the business again yesterday and another representative again told me I was provided the wrong information. Essentially every person I speak to gives me different information. The company has a 30 day refund policy and a 15 day guarantee. I don't want a refund, I just want a working product.

  
  

  This time I was told to take pictures of the issue (not possible to take a picture of missing refrigerant in the unit) and send them an email with it. I am attaching the email here for your reference to add to my complaint. This is what the customer ********************** agent told me at 7pm EST on 5/23/23

  
  

  in case the attachment doesn't work the following is the body of the email:

  
  

  Received product 5/17/23 installed on 5/21/23 unit did not operate. On 5/22/23 unit tested with equipment no refrigerant in compressor. Informed customer ********************** they advised 3 times New unit will be shipped. Then advised 2 times that ****************** will reach out to schedule new delivery. Then advised to send pictures.

  ******************************;

  ************ 

  ****************** 

  Order number 1001830905

  
  

  Need replacement unit as soon as possible.

  

  Business Response

  Date: 05/25/2023

  Hello,

  I do apologize for the damaged merchandise being delivered to you.  I do see that the replacement heater is being shipped and you should have received a confirmation email, the tracking information should be available shortly.  The pickup for the defective unit is also scheduled through the freight carrier for May 30th. I apologize again for any inconvenience.

  Customer Answer

  Date: 05/30/2023

  [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:05/23/2023

  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.

  On 5/21/2023 i had place an internet order for a pool pump around 3pm EST. as my pump had quit working. They have a next day shipping (which i understand that it wouldn't happen till the next business day) but later that afternoon i was able to get my pump working and no longer need a new pump. I tried the website to cancel and see that they only have you email or call to do this process. So i sent an email to cancel my order. Order number ********** My email support request # ****** stated it may take 24hr to respond. Later that evening (7:42 CDT on 5/21/23 i received an email back from ********* stating that they have submitted my request to cancel the order and once it is cancelled they will email me. On Monday 5/22/23 i get an email stating Shipping confirmation and has another order number #******-3001-800. so i called customer **********************, was told they cannot cancel my order because it was processed.( even though they only created a shipping label and part was not even picked up) they agent gave me the runaround about they were a different department and cannot cancel order because it was processed. Told me i can cancel the Fed Ex for a fee of $18.00 . She says there was nothing more she could do. I asked to speak with supervisor and was put on hold again,(25 minuets already) came back and said i needed to call back for supervisor in 30 to 40 minutes. This obviously would delay the process and allow the package carrier time to come pickup the packages for delivery as it was already past 11AM EST.) when i asked to be connected i was told to hold on. waited 5 more minutes and then they disconnected the phone call.All of this could have been averted if they would have canceled the order like i requested.Now they have just delivered a $800 pool pump that i don't need. Will have to waste resources to have it shipped back . Most likely costing me money.

  

  Business Response

  Date: 05/25/2023

  Hello,

  I do apologize for this experience, as our cancellation policy does state on our website "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." The tracking always shows as "label created" until the package makes it to the first ***** location and receives its initial scan.  I have as a one-time courtesy out of policy issued you a pre-paid shipping label that was sent to you via email.  Please note that this email will be coming via ***** not Doheny's. We will issue a credit upon the return of the pump. Please note it typically takes 3 business days for the credit to appear on your cards statement. 

• Initial Complaint

  Date:05/17/2023

  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 placed an order with Doheny's which was separated by them. I placed the order on May 3, 2023 and ***** alerted me that a Shipping label was created on May 4th by Dohenys. The pool shock was never shipped and confirmed by Customer support. I have had to call 5 times , Open up support cases via Email and use live Chat which is complete waste of time because every time I do I am told to call. I am now being lied to on the phone and after long periods of staying on hold I am told i can be assured that its being shipped and I will have the email with the ***** tracking "tomorrow" which never happens. I assure you my statements are accurate and I can back it up with emails, and chat transcripts and phone records if needed. The outcome I desire is to actually get the Pools Shock I paid ****** for and to speak to Management to let them know I do not appreciate having to spend so much time trying to resolve this when it shouldn't be so hard. No wonder Amazon does so well. I am a repeat customer with ********************** by the way. Look at my order history.

  

  Business Response

  Date: 05/19/2023

  Hello,

  I do apologize for the lost product, when a package shows "label created" this means the package never made it to the first ***** terminal for its initial scan.  Packages do not show movement until this first scan at *****. I do see that a replacement has been shipped and is leaving the ************** warehouse today.  You may track this package via ***** under tracking number 640995666715 . 

  Customer Answer

  Date: 05/22/2023

  [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.   I also finally received the Pool Shock today on 5/22  Its unfortunate that I had to file a complaint to get this taken care of but I exhausted all other methods but I got a resolution. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:05/06/2023

  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 CLEAR **** SOLAR COVER with 7-year warranty from Doheny Pool Supply on 5/9/2022. I received the product on 5/13/2022 and began using it a few days later. After using the cover for approximately 9 months I observed some of the bubbles were failing and plastic pieces were floating in my pool. I continued to use the cover, and by 11 months of use, the number of plastic pieces I regularly removed from my pool had increased significantly. I contacted Doheny and was informed that the failure of the product bubbles was caused by me, although there is no evidence to support this conclusion. Doheny states in their warranty that the failure of the bubbles is a result of the purchaser's actions, not a product defect. It is impossible to reach such a conclusion without any evidence and to determine the cause to be consumer actions in 100% of the cases where the product fails to perform.

  

  Business Response

  Date: 05/12/2023

  Hello,

  I do apologize, you were advised correctly on the warranty of this cover.  Please also refer to the warranty card that was received with the cover at the time of purchase.  I have also attached a copy of this card in this response.  Please note where the card states...

  The following issues are NOT COVERED under warranty:
  Bubble Damage - This occurs when the bubbles on the solar cover start to fall off.
  This is a chemical problem and often caused from the pool water not being properly
  balanced.
  UV Damage This is caused by exposing the solar cover to the sun while removed
  from the pool (improper storage).
  Damage caused by animals. Misuse, discoloration, fading, or color bleaching out.
  Tears, rips, or cracks caused by the claimant.

  We are attempting to reach you however to under a one time courtesy extend a courtesy approval warranty replacement under the warranty terms for this cover.  Please note if the same type of damage occurs in the replacement or any future covers this will not be covered under the warranty.  

  Customer Answer

  Date: 05/20/2023

  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.
  
  *********** is attributing the failure of the product it sold to the consumer performing hypothetical actions without any evidence.  *********** policy is that if the product fails the reason is always due to the consumer actions.  I do not agree that this explanation is valid.
  
  Regards,
  
  *******************

  

  Business Response

  Date: 05/25/2023

  Hello,

  This is not the case; the manufacturer warranty covers manufacturer defects which includes seam separation and delamination of the covers. 

  Customer Answer

  Date: 05/28/2023

  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.
  
  I do not agree with the company's position that if the bubbles separate from the cover within the first 12 months of use that this is not a manufacturing defect and is ALWAYS the result of consumer actions.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:04/23/2023

  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.

  Order a pool filter system from Doheny.com. I paid shipping label went out and than the order was delayed. Not a problem I wanted, when it arrived it was the wrong item, which Doheny knew (as per their customer ********************** phone). When I called and spoke to the ** rep I was placed on hold to validate the order. Right away she came back stating it was suppose to be a system they sent the filter only and could not send the pump. I must repackage and send back with ***** label they would send me. Only once it was in transit to them would they send out my correct part. I already waited over a week for something that was 2nd day (I get not their issue) but the part being sent KNOWN wrong was 100% their issue and should have been corrected. I wasn't offered a discount or a partial refund etc. same with having them cancel my order I must wait for them to get the item IN transit before any correction. This was 100% a mistake on their end and poor customer ********************** in support of their products. At this point I just want my money back and an apology from the company over their mistake and them to correct it and NOT blame the "manfacture" of their company owned parts.

  

  Business Response

  Date: 04/24/2023

  Hello,

  I apologize for the product not being complete when received.  It is true that these products are boxed and packaged by the manufacturer, and this would have been where the error occurred.  We were not aware at the time we shipped the product that it would have been missing components.  I have just issued you a no charge replacement order for the 1.5 HP pump, this will be shipping out to you today. 

• Initial Complaint

  Date:04/18/2023

  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.

  On Sat 4/15/23 I made 3 online orders in the amount of $39.18 and $57.18. They were for Hayward parts. Their website stated that they would deliver Hayward parts the next day. On Monday I called and realized that the address was incorrect. The customer ********************** rep said it was not a problem as the parts had not shipped yet and the address could be changed. I then canceled one of three orders. I told him if there is going to be a problem, I can cancel all the orders and reorder them with the updated address. He assured me that this would not be a problem. ON Tuesday 4/18/23 at **** hr I received a call telling me that the order is coming from the vendor and they did not let the vendor know so it will be going to the original address. I was given a tracking number and it stated the item was not picked up by ***** For the second item, they would not give me a tracking number. I believe it was not even obtained at this point. Even if it was going to go to the wrong address it should have been there already. I want my money back for a product that was not sent out on time, and I never received. I was not delivered the next day as the website stated. Attached you can see when they were ordered and billed to PayPal. You will also see that as of 4/18/2023 it was not picked up by **** let alone delivered on Monday with would have been the next day. I do not want them since they could not be delivered as promised. IF they know they could not deliver it on time the website should not fraudfully say it can. tracking # **** **********************

  

  Business Response

  Date: 04/20/2023

  Thank you for taking the time to contact us.Dohenys  is pleased to offer free next day delivery to most of the ** for all Doheny brand chemicals and many of our most popular swimming pool supplies. Next day delivery means package is delivered the day after you make the purchase if the order is placed before 2 pm cst. If order is placed after 2pm, next day would then be day after. Only items that specify on the product page Next day delivery after entering your zip code qualify. 

  
  Next Day Delivery Service does not mean Next Day Air, but simply that your qualifying products will be shipped from the warehouse closest to you resulting in possible delivery the next day. However this is not guaranteed.

  
  Some details regarding this service:
  Other than for ****************, *********,not all products are stocked at all locations and therefore not available for next day delivery. Only those items with a Next Day Delivery designation (green arrow) can be expected to arrive the next day. If you reside in the next day delivery area served by our **************** facility, order in-stock products and place your order by 2pm CST you should receive your order the next day (except Saturday or Sunday). *** does not guarantee next day delivery for their ground service and residential deliveries are made only Tuesday through Saturday, therefore there is a chance that the product will not arrive the next day. While we try our best, unexpected demand can cause products to occasionally be out of stock or create a warehouse backlog that also can delay.Therefore, next day is not guaranteed. 

  I do see that the parts delivered as of yesterday, please confirm that you have received the product.