Doheny's Water Warehouse

The customer service is amazingly appalling. We order a pool in 2018 and now in 2020 a top plate is cracked. Our last above ground pool lasted over 10 years and this one has not even lasted 1.5 years. Their 1 800 number is disconnected, I have left several messages via chat room (no one is ever there). I wanted to check into the warranty but now all I want to know is what kind of pool I got (they piece-mealed it together) so I can order a new top plate from elsewhere. In the meantime the pool sits with me not knowing if I can fill it because that might put undue pressure on the upright . . . Please do not do business with this company. It has been the most frustrating experience. I really do feel ripped off. They are more than ready to take your $1700 and then wash their hands of everything after that.

poor experience today. I have ordered from them previously and had pretty good luck. I was trying to expedite the shipping of a pool pump ( asked if I Could pay more and what that cost would be) and basically the pump is in the warehouse and nothing can be done.
I ordered this online and did not see a way to guarantee 2 day shipping. I spoke with a Nicole and Carine. In this day and age it doesn't seem like rocket science to say we can call the warehouse and see to it that you receive the pump tomorrow at X cost.

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 [redacted], and find that this resolution is satisfactory to me.  Yes, this complaint has been resolved with the company. I 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.

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 10/6 - 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.

[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. 
Regards,
[redacted]

We have spoken to the customer, and although the issue he is experiencing is not covered under warranty we have sent him a new cover as a courtesy.   The warranty on the cover, if approved, is a replacement warranty only and as such no credit will be given.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]    This is from a factory stamp, The size of a one gallon paint can which was done at the factory NOT the installers. It was in the middle of the rolled up pool wall. This company is blaming everyone but them self for a product that if it was inspected would be a reject. These are stamped marks. These people are selling anything and don't want to back the product they are selling. The 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 out. For pool people that was a bad thing to even say, As pool experts for 50 years they should know that. Picture show that these are stamped in not done by installers.

As stated previously, this item had a limit to the quantity purchased and stated such at checkout which this customer circumvented by placing each order individually; whether or not this was done intentionally is irrelevant.  Again, she has been advised repeatedly that these orders will not be shipped and she has not been billed for them.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 proceed. After 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 refund. Thank you. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have had several solar covers and all of them have lasted at least 3 years. It is unacceptable to me that a cover with an 8 year warranty should only last 1 year. I wish to have my comments noted so no other consumer will be stuck shelling out money every year for a cover that should have lasted many years.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Doheny, no name given, left a message on my phone, and sent me an email, telling me that I have to contact Citi Bank to resolve this problem. I have contacted Citi Bank. They told me to contact Doheny because the product/package was delivered.My credit card was not stolen! I don't know the person, Sherry Patton, who they claim made the charges, and nobody by that name is authorized to make purchases on my account. Doheny claims the product/package was delivered to 112 Plaza Dr., Baldwin Park, CA 91706. There is no such address! I was prepared to go knock on their door. There is no such address!My credit card was not stolen. There are no other charges, except the two made by Doheny. The fraudulent charges were made because Doheny did not confirm authorized users, did not confirm the security code on the back of the credit card, and still cannot give any delivery confirmation because there is no such address.Attached is a copy of the email Doheny sent me. Also attached, is a copy of the 10/06/2017 charges paid to Doheny. They need to issue a refund for the charges they made to my card. Doheny caused the fraudulent charges! They need to reverse them!
Regards,
[redacted]

This order was placed on Sunday, July 31st and shipped on Monday, August 1st as promised by the representative she placed her order with.   There were 3 packages total that all shipped from the same location on the same day.  Two packages were delivered on Tuesday, August 2nd and the...

third is scheduled for Wednesday, August 3rd.    While it is unclear why the third package has been delayed, they were all shipped as promised and should have arrived the next day.  Once the packages have left the warehouse the order cannot be cancelled and must be returned for credit.   This customer has decided to keep the product including the third package arriving today and we have credited the handling fee for the delayed delivery of the third package.

This customer was given the wrong information regarding the reason for the second authorization.   The promo code used to place the order expired on 12/31/17 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.

[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.  Reviewed my concerns with them and was satisfied with the replacement cover provided to me.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 3 seasons and the season ends April 30. Still have not received that. They also are telling me even though I am paying 89.50 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 12 year cover.  I would have been better off buying the cheaper one that only last 5-6 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,
[redacted]

It appears as though there was some miscommunication regarding the condition of the liner for which a return was requested.  The customer has indicated that the liner is in new condition and we have made arrangements with them to have the liner returned for credit.   The customer...

has indicated that they are satisfied with this resolution to the issue.?

This order was placed on 5/31 and shipped on 6/1 after undergoing a preventative check for fraud designed to protect the purchaser from possible credit card theft.  Their product delivered on 6/3.   It is an item that is normally available for next day delivery however we...

were out of stock in the warehouse closest to the customer which caused a one day delivery delay.    This is noted that high demand can sometimes cause a delay in delivery.  We apologize for any inconvenience this delay may have caused.

[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 response. My account has now been credited as requested and I am therefore satisfied with its response, albeit quite untimely. Thank you to the Wisconsin Revdex.com for its prompt, courteous and efficient handling of my complaint.
Regards,
[redacted]

I erroneously "sent" my rejection letter without finishing my entire thought process...I left off saying that the "Chat" representativenever inquired about the product I was looking to purchase; they simply answered my concerns and that was it. Why would I putmyself in such a precarious position??As far as being advised of the cancelled orders, I sent an email inquiring on the status of the orders the following day. The emailwas not answered, so I decided to call the store and one individual named [redacted] said the orders were cancelled; as stated in myoriginal complaint, I called back a second time and it was when I was talking to Stephanie she told me that 7 of the orders hadbeen shipped and the rest of the orders were cancelled!!!  I was not told of the fact that Doheny's took it upon themselves to cancel all of the other orders!! I am running a business; where is the communication? To this date, I am STUCK with orders that need to be shipped; my customers are depending on me....as settlement to thissituation, I ask that Doheny's fulfill the orders they confirmed. I would ask to re-verify orders to make sure everything is in order.