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.
Regards,
*** ***

Again, we would like to point out that the screen shot provided does list the remote as optional in the description with the features the remote offers. The only option available for purchase in this screen shot is the Remote control unit which is clearly noted as the Remote control unit. The remote control is listed on the same page as the cleaner so that customers can identify that they are purchasing the correct remote for their cleaner. In addition, we have attached a screen shot of his order confirmation which was sent to him within minutes of placing his order listing the *** Remote Option he ordered. This is not deceptive advertising

We do advertise free shipping on this product, which we did not charge the customer. There is a handling fee on all of our orders which is noted online as well as in our catalog. The customer was aware of this handling fee prior to placing the order. As the
product did not fit his particular application, he was more than welcome to return the product for a full refund. While we disagree with his points in this complaint, in the interest of customer satisfaction we have credited this customer in full

As the distributor of this product it is received in and shipped out directly to the customer. This was not a returned or "reject" pool as stated by the customer. When he initially contacted regarding the missing hardware (which was sent to him) he did not mention any damage
to the pool wall, nor was the damage noted on the delivery receipt. The pictures sent by the customer do show some wrinkles in the wall which are consistent with damage typically caused during installation and not by any type of shipping or packaging issue

[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,
*** ***

Mrs*** stated in this complaint that she purchased
a $pool, liner and heater package from us, this is false. She only purchase the heater from us, she
purchased the pool at one of our competitors that she frequents.
I did get a phone call from her on Wednesday July
8th about
her having issues with starting up her new heater
When she called and informed me that she was having an
issue getting the heater started up, she stated that thought she “got a bad
one” I did tell her that in my 20+ years
of selling Hayward brand heaters it was very rare to have one that was “bad out
of the box”Since we are a retail store, and are not certified to install
heaters, trouble shooting over the phone is always the first step If I can help my customer figure out the
problem quickly and get things going, I do.
I proceeded to try to help her over the phone by asking her a standard
set of questions. I first asked her if
the digital readout on the heater was working to verify that she had
electricity going to the unit properly.
She said it was. I asked her if
this was a replacement heater or new, she said it was a replacement. I asked her if the new heater was the same
size or larger than the old unit and explained to her that this is a concern
due to the size of gas line necessary to ignite the heater, she said they were
the same BTU rating. I asked her if the
people who ran the gas to the unit tested it to make sure it was all hooked up
and running properly before they had left.
She then told me that they did not because the electrical work was not
done yet. With that information
conflicting with her statement about the digital readout working properly I
told her that when a new heater is hooked up most companies will test the unit
and make any minor adjustments necessary when the installation is done. I asked her who did the installation. She told me that ***, a local company who I
am familiar with did the install. I
reassured her that I have heard good things about them and to ask them to do
the test / necessary adjustment since they could not at the time of initial
install. I explained that quite often
the company that hooks up the unit may need to adjust a flow / pressure switch
inside the unit based on the water pressure coming out of the filter system. I asked
her to call me back if there was still a problem and told her that I would take
care of her I did not hear back
from Mrs*** until I received notice of this Revdex.com complaint
As far as I know, I am the only one from our company that
had spoken with her about this, and that was on the 8th, but since she was
confused on where she made her pool purchase, it is possible that she spoke
with someone at our competitors and they said some of the things that she
stated here? Being a retail manager and not a service tech,
I have never installed a pool heater myself.
I have no experience with doing so, so I would never accuse anyone of
doing the job improperly. I at no time
told her that it “HAD to be the electrical install” because at the time of our
conversation she told me that the electrical work was not done yet. I did not ever tell her that she had
purchased a larger heater and that was the problem, because she told me that the new heater was the
same size that she had before, which I now realize also conflicts with what she
states in this complaint about the new heater being smaller. I never told her “it HAD to be the plumber”
because my first thought after discussing it with her was that it was hopefully
just a pressure switch adjustment that was necessary and I knew that ***
could not do this if there was no electricity going to the unitShe states
that I “left her with no options”, which is also false. I suggested that she call the service company
that she paid to do the installation to
have them do the test / minor adjustments that they usually do during the
installation, as this could possibly be an easy fix and get her up and running
quicklyI did reassure her during our one phone call, asking her to just let
me know if a pressure switch adjustment did not solve the issue and I would
make the necessary arrangements, but she
never called me back
We at Doheny’s take customer service very seriously, as do
I personallyI do not want an unhappy customer, ever. I am never rude to a
customer. I have resolved many issues
with customers over the years and I take pride in turning an issue or bad
situation into a good one, even if we are not to blameWe will always replace
a defective product within days. I
think the issue at hand was the customer just wanted us to blindly exchange the
unit. As you can imagine, we do not want
to take back a $unboxed heater that has been hooked up, and not
re-saleable if is not truly defective and just needs a simple standard
installation adjustment. I was just
trying to do my due diligence and determine if the unit actually needed to be
replaced or just adjustedI was not informed of the blown fuses or bad
ignition switch until receiving this complaint.
If Mrs*** would have just called me back after finding out that
it was not just a simple adjustment that was needed I would have resolved the
situation long before she had to write to you.
I can gladly exchange the unit.
I have since talked to Mrs*** and tried to clear
up the miscommunication. I explained to
her that I was just trying to help her trouble shoot the problem, and get her up and running quickly, not defer
responsibility. She said that she now
understands that we do not want to blindly take back a $unboxed item that
may not be resalable if it is truly not defective. I have called Lee's plumbing, and we are going to coordinate with his
service tech to get her up and running within the week. In the interest of providing good customer
service, we are going to exchange the heater and cover the cost of the
re-installation of the new heater
She is happy with this agreement

The warranty for the cover purchased does indeed have a year warranty as advertised, however the warranty covers the manufacturer's defects listed on the warranty card that is included with the purchase. In an attempt to save the customer the expense of shipping the entire cover to be
inspected, we simply ask for a sample approximately 8" x 10". The sample submitted did not show signs of a manufacturer's defect, and the customer was offered a discount as a courtesy. The customer states that she did not receive this warranty card, however the directions regarding installation and care that she states she meticulously followed are outlined on the warranty card itself. Although the sample showed no signs of a covered manufacturers defect, we have replaced the cover as a one time courtesy