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 ***, and find that this resolution is satisfactory to me. Reviewed my concerns with them and was satisfied with the replacement cover provided 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 credited this customer in full for his order and advised him to either keep or discard the incorrect items at his discretion. We regret that there was a delay in re-shipment of the missing items that caused the customer to be inconvenienced

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.]The response from the business would be satisfactory but for the fact it is untrue. The only reason I contacted Revdex.com is because the business failed to offer a resolution!! Its only response to me was that they had to await word from THEIR vendor to see how THAT ENTITY wanted to proceedAfter that, I heard nothing despite two more attempts to contact Doheny's; the last one saying I would be contacting Revdex.com if I didn't hear back. At this point, I want a point, I want a pre-paid postage return label and a full refundThank you.
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 I also want to thank you for taking ownership and excepting my complaint, and I will continue to do business with you because of this thank you
Regards,
*** ***

Customer submitted a sample for warranty consideration and was approved - although warranty only calls for direct replacement, he has been upgraded to a different style of cover. He has indicated that this is an acceptable resolution to his issue

The warranty on the cleaner purchased by the customer is held by the manufacturer directly. As a courtesy to this customer we will be bringing this unit back to our warehouse and providing the customer with a merchandise credit for use on a future purchase. The customer has
indicated that they are satisfied with this resolution

There was a miscommunication regarding the amount of the credit. The handling as well as an additional 10% discount was applied to the order. After speaking with the customer we have credited an additional $to equal the amount he expected to receive. We have also sent along a
merchandise credit for use on a future purchase for the inconvenience.The customer has indicated that they are satisfied with this resolution

This customer was given the wrong information regarding the reason for the second authorization. The promo code used to place the order expired on 12/31/and therefore was not recognized when the order was processed causing the additional authorization to occur. We have
spoken with the customer and credited their card the price difference. They have indicated that they are satisfied with the outcome

The customer purchased an in-ground pool liner which was custom made to specifications provided by her. The pictures she references were forwarded to the manufacturer, who reviewed them as well as the design and paperwork associated with the liner. They were able to identify that there
is an issue with the fit of the liner, however cannot determine what or who caused the issue to occur. The design work and order entry all match the dimensions as they were ordered, therefore the only way to validate her claim is to have the liner returned to the manufacturer. At that time the liner will be inspected and measured to pinpoint the cause of the issue. If the liner was not manufactured to the specifications provided a new liner will be produced. The manufacturer has issued an RMA and can/will issue a call tag to have the existing liner returned to them at their expense.
The customer indicated that they do not want to return the liner prior to a new one being sent. In order to ensure proper fit, the liner will need to be inspected to determine the source of the problem prior to producing a new one. They have also offered to wait until fall for this process to occur should the customer so choose. At this point she has opted not to return the liner to the manufacturer and indicated to them that she would be discussing it with her husband before proceeding.
The manufacturer is willing to work with the customer to resolve the issue, however as previously stated, this item is custom made and it is imperative that the liner be returned in order to determine the source of the issue the customer is experiencing. Doheny's does not have a store in Ohio, only a distribution center for shipment of non custom made products. We do not have representatives who would be able to look at the liner for her while in her swimming pool

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.]
All they did was waive a shipping fee. I have asked for a copy of their warranty card that states the 3 year full warranty says seasons and the season ends April 30. Still have not received that. They also are telling me even though I am paying for a new cover, I will not have any warranty on that cover besides what is left from the old warranty. I would be paying for a new cover, therefore the warranty should be renewed. This winter cover I bought stated it is a year cover. I would have been better off buying the cheaper one that only last 5-years. They want customers to pay more money for the "better cover" yet they fail just like the cheaper one and they want us to keep paying for new one at prices way more than what others cost. When you order these product from their website, there is no where on there that states all these restrictions on the warranties. I believe this is poor advertising on their part to disguise the true warranty information. I strongly believe I was mislead when I bought this product and am very upset with this company.
Regards,
*** ***

We have spoken with this customer, reviewed the warranty policy, and as a courtesy waived the pro-rated amount due under warranty. He indicated that this was an acceptable resolution, and the replacement cover was delivered today

[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. 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,
*** ***

After finding out that the heater had more issues than just
a flow switch adjustment, we made arrangements to swap out the original unit
for a new replacement heater. I did call
*** and told her not to have anyone come fix the original heater. I explained to her that I didn't offer to find someone to fix it because we would not expect our customer to have to
repair a new unit that was just purchased.
I made delivery arrangements with our delivery center manager and called
*** plumbing to request a service call.
She did not hear from us by 12:on Thursday because I was waiting to
hear back from *** plumbing. I did not
want to make her a promise that we could not keep, so I needed to confirm with
*** first. I did call her later on
Thursday after confirming a service call with ***, and I told her we would
bring out a replacement heater on Friday as she requested. We would cover the re-installation cost as
she requested and she should have the heater running for her party that she had
scheduled that weekend. She was happy
I personally went out to her home on Friday to make sure
everything went as promised. When I
arrived, *** had already disconnected the original heater. Once my delivery crew showed up we brought
the new heater to the back yard and took away the original unit. The new unit is now in and running. We are taking care of the cost of ***
service call as our customer had requested.
I talked at length with *** and explained that we (and I) do care
about our customer and providing good customer service. She was very nice and understanding about us
not wanting to blindly exchange a heater before knowing if it was truly
defective or not. She told me she now
considers the situation resolved. I apologized
for the inconvenience and hopefully *** will be a customer for many years to
come

This
customer placed his order at 11:30pm CST on Thursday, September 24,
2015. It was processed and shipped on Friday, September 25,
2015. He should have received an order confirmation as well as a
shipping confirmation (which would include his tracking number) to his
provided
email address. We ship FedEx Ground Home Delivery who deliver
Tuesday through Saturday. His pump was delivered on Tuesday, September
29, at 8:35am EST.
We do have hundreds of items that are available for next day
delivery. The pump he ordered is not, nor is it advertised as, a
next day delivery item. We have attached screen shots showing the home
page where the customer is directed to the next day delivery
policy. All items available for this service are clearly notated on
the product page as well as in the shopping cart prior to the customer
proceeding to check out.
Our shipping policy is not deceptive or misleading and the customer, in fact,
had multiple opportunities to decline to purchase based on the shipping time
frames displayed throughout the shopping and ordering process

Every solar cover comes with a warranty card which explains the terms of the warranty including the fact that shipping cost to and from the manufacturer for replacement are the responsibility of the customer. The warranty on the cover has been approved and allows for replacement only, he
is not due credit We have spoken to him and come to an agreement regarding replacement with a similar item The customer has indicated that this resolution is satisfactory

We have reviewed the warranty request and spoken to the customer and will be replacing their cover. The customer will be sending the shipping cost per the terms of the warranty and a replacement will be sent

We have credited this customer in the amount of $which is the amount of the handling fee as well as the discount offered. The website does outline the next day delivery policy which states that unexpected demand could cause the item to ship from an alternate warehouse making the
product unavailable for next day delivery. We apologize for any inconvenience this may have caused

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.]Again there was no other option listed under this listing, as a consumer when you click on a link to buy something you would think that would be the item that you were purchasingThis was the ONLY option listed when you click on the link for the itemThere was no other option available, I did not click on any other link except to purchase the original itemThe entire listing talks about the vaccum, how would any consumer think they were purchasing anything but the vacuumIt was deceptive and nothing else, and I will never do business with Doheney's again not recommend anyone to them
Regards,
*** ***

With regard to the first purchase, a warehouse shipping error occurred resulting in the wrong cleaner being delivered to the customer. The customer was provided a pre-paid shipping label for return of the product and has been credited in full. The second cleaner he purchased was the
exact same price, he was not charged extra for our error. We supplied a pre-paid label for the cover he stated was used which returned to our warehouse today; he has also been credited in full for this purchase