Doheny's Water Warehouse

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I would like to add that after submitting my complaint I received a phone call minutes later saying that after reviewing my order and talking to another supervisor that they would allow me to return the item for a new one I wished they would have done that right from the start Thanks you for clearing this up and I will learn to check my packages within the day period Regards, [redacted]

We have been in contact with this customer and have subsequently sent out a replacement cover as a courtesy They have indicated to us that they are satisfied with this resolution

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I was awaiting the crediting of my account as promised by the company (Doheny's) before declaring my satisfaction with its responseMy account has now been credited as requested and I am therefore satisfied with its response, albeit quite untimelyThank you to the Wisconsin Revdex.com for its prompt, courteous and efficient handling of my complaint Regards, [redacted]

Due to a system error this customer was authorized for the amount in question but not billed. We did void the authorization for her and left her a message that this had been completed. We sincerely apologize for any inconvenience.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We have sent the pump lid the customer was looking for at no additional cost and emailed to confirm receipt as the message box associated with the phone number provided is full We apologize for any inconvenience caused by the temporary out of stock situation, and would be happy
to discuss the situation further if she would like to contact us either by email or phone

The solar cover samples and pictures provided do not show evidence of a manufacturer's defect as outlined by the warranty. The sample does however show significant amounts of chemical residue build up which would account for the issues they are experiencing. As a courtesy we
have offered a 50% discount should the customer wish to purchase a new cover. They have declined this offer; however it still stands if they wish to do so

We did make arrangements with the customer to have the product returned to the manufacturer for credit. They have notified us that they have not inspected the product as of yet and therefore have not issued credit. We have been attempting to work with the customer regarding this,
however it was difficult to do so when he was repeatedly verbally abusive to the supervisor attempting to resolve his issue. Although we have not received credit from the manufacturer, we have credited the customer in full for the item in question. Depending on his financial institution, he should see the refund appear on his credit card statement within the next 3-business days

The dimensions of the pool itself that this customer ordered are consistent with the advertising. The customer did send pictures of the product after asking to return the item for a smaller size. The customer may not have accounted for the buttresses that hold up the walls of the
pool itself when considering the appropriate size to purchase. The pictures did show that the pool was in the process of being installed and as such cannot be resold to another customer as new. The product therefore cannot be returned for exchange or credit issued

Revdex.com:
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
Again, I contacted Citi BankSince I closed the account, due to the fraudulent charges made by Doheny, they will not refund me the money they paid to DohenyI was told that Doheny has to refund the money for the fraudulent charges they placed on my account! My credit card had a zero balance on it until Doheny placed the fraudulent charges on it on 07/23/and on 10/06/Those are the only two fraudulent charges put on my account. That's why I closed the account!I don't understand how this business cannot settle the mess that they createdAll they have to do is find the employee who took the phone order, or down loaded it from their website, pull the invoice and confirm that their employee did not confirm an authorized user placed the order, did not verify the billing address, did not confirm the expiration date, and did not requested the security code on the back of the credit cardTheir employee, the one who placed the order, is responsible for the fraudulent chargesNow, this employee, the one who is investigating that fraud, is refusing to issue a refundWhat is wrong with these people? Is this common practice with them? Attached are the Doheny records Citi Bank sent to meAs you can see, The credit card account number has all Xs, there is no account number listed, there is no security date listedThe billing address they did list does not existThere is no such addressIt sounds like fraud to me.I wonder how many other people have been ripped off like thisI think it's time to get Consumer Affairs involvedI am a senior citizen who has been taken advantage ofI think Doheny is just trying to wear me down so they can keep my money
Regards,
*** ***

We have reached out to the customer directly to resolve the situationCustomer has been issued a prepaid return label to return the defective unit back to us for a refundCustomer will be refunded upon receipt of the merchandise

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We have been in contact with this customer and have subsequently sent out a replacement cover as a courtesy. They have indicated to us that they are satisfied with this resolution

Revdex.com:
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** This is from a factory stamp, The size of a one gallon paint can which was done at the factory NOT the installersIt was in the middle of the rolled up pool wallThis company is blaming everyone but them self for a product that if it was inspected would be a rejectThese are stamped marksThese people are selling anything and don't want to back the product they are sellingThe reason I called about the hardware and not the wall is because they needed hardware to put up the wall before they can roll it outFor pool people that was a bad thing to even say, As pool experts for years they should know thatPicture show that these are stamped in not done by installers

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Yes, this complaint has been resolved with the companyI was holding off to make sure I received the replacement item as promised; which was delivered today. Thank you for your assistance and for looking out for consumers

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We have in fact attempted to reach out to this customer a few times regarding her issue. This order was placed online, and as the security code is required for the purchase to process, it must have been entered. If her card number and security code were in fact stolen, we are also the
victims of the same fraud perpetrated on her as we shipped the merchandise to the address provided at time of order. We did not charge her a second time on 10/- as evidenced by the statement she provided, her financial institution put a temporary hold on her account in the amount of the order during their investigation. They would have asked us to provide documentation, which we did and they then determine whether the charge is or is not valid. They determined the charge to be valid and re-instated the original charge on her statement. As we have been trying to express to her, she must reach out to her financial institution regarding any further remedy to this situation

Again, there was only one charge, which was reversed by the financial institution and then reinstated by them after their investigation of the charge-back. The product was ordered online and shipped to the address supplied which differs from the one she references here. We have repeatedly tried to relay that although she may have spoken to her financial institution previously, as the cardholder she does need to contact them again to discuss any further remedy to her situation

This customer purchased his solar cover in which included a warranty card stating the details of the warranty as well as the proration chart. The sample submitted did not show signs of manufacturer defect and was therefore denied. As a courtesy he was offered a
discount to purchase a new cover. As this was unacceptable to the customer we have agreed to replace the cover as a one time courtesy under warranty