Doheny's Water Warehouse

We ask for a sample so that the customer does not have to return the entire cover for replacement.   A replacement was processed for this customer on the afternoon of 9/26, shipped on 9/27 and is scheduled to deliver on 9/29.   We simply ask that he return the sample once the new...

product has been received and has been installed.   When requesting an exchange, it is not unreasonable for us to request the original, or in this case a sample, be returned.

We have attempted to contact this customer on several occasions now and the phone number simply rings and rings before stating that the customer is unavailable and disconnecting.  We have also reached out via email and have offered a merchandise credit for the inconvenience.   We...

would be happy to speak to her and resolve this issue but have been unable to reach her.

We have left a message for this customer to contact us regarding the return of his item - we would be happy to arrange a return and credit for the product.

[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]

This customer purchased a Clear solar cover in 2014 and submitted a sample for warranty consideration this year.   The warranty was denied due to weatherization of the cover itself.   They purchased a new cover with a discount applied - this time they purchased a blue solar...

cover.   The order was sent to the warehouse and presumably shipped that same day on 6/27; FedEx claims to have not taken possession of the item.   A replacement was shipped immediately after the holiday on 7/5 and delivered to the customer on 7/6.   Although not covered under warranty, we have decided to make an exception due to the order issues this customer has experienced.  We will be crediting the customer back for the new cover purchased less what she would have paid for the shipment of a replacement cover under warranty.   We have left two messages for the customer attempting to resolve this issue with no response.

[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] I will wait to hear back from them. Thank you,

The warranty on the liner purchased is held by the manufacturer directly as outlined in our catalog and online advertising.    We have reached out to the manufacturer to review the complaint made here by this customer and are awaiting a response.    We hope to hear back...

shortly and either we or the manufacturer will be following up with the customer directly.

We have attempted to contact the customer by phone on 8/1 and have left a message to contact us back, we have not yet heard back from the customer. We need additional information as the customer indicates they received the wrong item but the item returned to us is the same as the item ordered....

Unfortunately we do not offer prepaid returns on merchandise. The customer would have been responsible for returning the merchandise, they did receive a full merchandise refund of $269.99.

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

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.

The sample submitted by this customer showed no manufacturers defect as defined by the written warranty received with the product.   Furthermore, we did not receive the email with the photographs that she references in her complaint.  There was no misrepresentation of the product or...

warranty.  We have spoken to the customer who subsequently sent the pictures to a Supervisor which did show a separation of the seam which is covered under warranty.  The cover is being replaced upon receipt of the shipping cost per the terms of the warranty.

Due to the delay in shipment of the original parts requested, we instead shipped this customer a complete box of replacement parts for his unit.  We did leave a message to advise the customer as such, and the product arrived to his residence today.

Despite the fact that the samples and photos provided by the customer showed no signs of what is considered to be a manufacturers defect we have agreed to replace this cover under warranty.    The customer indicated that this resolution was satisfactory to them.

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.

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.

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 [redacted] Remote Option he ordered.  This is not deceptive advertising.

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here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I received a very nice voicemail from Doheny indicated the same response they have made here on this complain. They will be crediting me in full for the missing items as requested. In reference to complaint ID [redacted], I 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 apologize for missing your call. 
Regards,
[redacted]

We have contacted this customer and explained the warranty to him - the terms of the warranty covers replacement of the product only, not refund.   We did offer to waive the shipping cost of the replacement cover being sent under warranty which he has indicated would be an acceptable...

resolution.

Review: I bought a swimming pool cover that after 30 days started ripping. It is a 10 year warrenty cover and when contacting the company I was instructed to send a piece of the tear to them. I did this and they claimed they never received the part in question and are asking me to send another sample of the tear. Since I already sent it by us mail I can't send them another piece. I did not send it by register mail which I am sorry for.Desired Settlement: I would like to have a new cover sent to me per their advertising.

Business

Response:

While the sample did end up being received on 6/10/14, we do not currently have the exact cover she purchased in stock. We have sent out an upgraded cover at no additional cost which should arrive to the customer by Wednesday, June 18th. We spoke to the customer who indicated that this was an acceptable solution.

Consumer

Response:

[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.]

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 extremely satisfied with the offer made and will continue doing business with them. It was unfortunate that I had to resort to the Revdex.com to get any response from them. For this I am grateful.