Doheny's Water Warehouse

We have credited this customer in the amount of $25.99 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.

[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. This would not have been turned into the Revdex.com if they had said they were shipping a new cover.  I was told by Customer Service to cut out an 8 X 10 piece of the cover and return it so the warranty claim could be reviewed.  I felt that this was unreasonable to destroy the cover and not know if they would replace it.  The rep said they would probably repace it, but I did not like the probably.  I had pictures but the lady would not accept pictures, only the sample.I then started to look at the Revdex.com site and decided to elevate the problem.I thank Doheny for this resolution.  All other comuinication could have been avoided and not require me to destroy if their rep had accepted my pictures and not require me to destroy the cover.
Regards,
[redacted]

[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 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.

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.

Mrs. [redacted] stated in this complaint that she purchased
a $7000 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 [redacted], 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. [redacted] 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 [redacted]
could not do this if there was no electricity going to the unit. She 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
quickly. I 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 personally. I 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 blame. We will always replace
a defective product within 30 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 $1500 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 adjusted. I was not informed of the blown fuses or bad
ignition switch until receiving this complaint. 
If Mrs. [redacted] 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. [redacted] 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 $1500 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.

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me; however, the business did not leave any message or advise me of the status of the order as they stated in their response. That is simply untrue as I still haven't heard from anyone at Dohenys after many, many attempts (not even a simple apology). I have received the replacement parts, but the business would be best served by investing in customer service training, operations management, and customer relationship management.

The particular product that this customer ordered was limited to 2 per customer and indicated this on the website at check out.    Although asked, she did not specify in her chat conversation that she was looking at purchasing this particular item or she would have been advised the...

same.   The orders that were not shipped were cancelled and she was billed only for those that did ship.  She was advised of the cancelled order status.  We are in no way false advertising nor did we collect any funds for orders that did not ship.

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.

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 [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 10 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 14 day period.
Regards,
[redacted]

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 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 3-5 business days.

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 forwarded an earlier email with pictures of the item and item description as it appeared on the Doheny store website; nowhere did it appear or was it mentioned  that there was a limit on purchasing this product. Also, when there is a limit on purchases,the computer stops you from processing and paying for the order, ie, cancels your order once the limit is reached. This situation never occurred; I even received confirmations of each and every order! When discussing the drop shipping on the online "Chat" with a customer service representative, at no time did they ask what the item was; they just answered that "yes, they sold to drop shipping companies and that all I had to do was place orders as I sold them with the respective shipping addresses.   
Regards,
[redacted]

The listing for this product includes separate options for the purchase of the vacuum or the remote control unit for the vacuum.   The line item he chose was for the remote control unit and is labeled as such.   His order confirmation clearly shows that he ordered the Dolphin...

[redacted] Remote Control Unit.    We do not believe the item he purchased to be falsely advertised as it is clearly labeled as the remote control unit only.

This customer purchased his solar cover in 2013 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.

We have spoken to this customer, and although the defect she describes is not covered under the terms of the warranty, as a courtesy we will be replacing her cover.   She indicated that this was an acceptable resolution to the 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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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 am very satisfied with how Ron @ Dohney's handled the situation after finding out the heater was in fact faulty.  Everything that I requested as far as them replacing the heater and having Doheny's pay for the install was exactly what they did.  The situation was resolved with complete satisfaction.  My disappointment in Dohney's has been restored to being satisfied with them.  Hopefully we can remain with a possitive business/customer relationship. 
Regards,
 
[redacted]

The warranty for the cover purchased does indeed have a 7 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.