Doheny's Water Warehouse

Review: I purchased from Doheny's a pool liner, a pool and a heater. The total cost was just shy of $7000.00. Upon installation of all of the above, it was discovered after the install people left that the heater did not work. I called Ron at Doheny's to which he told me that it HAD to be the electrical install. The guy had to have done something wrong. Heaters never go bad out of the box. I had the electricia come back and he said everything was fine (to my expense). I called Ron back to where he then told me it HAD to be the plumber... he HAD to have done something wrong. I had the plumber come back (at my expense) to which the plumber said everything was fine. Ron insisted that I had purchase a LARGER heater than before and that was the problem... which is fact... is wrong... I purchased a SMALLER heater. I called him back again to which he said he has no idea, but that it should just work. He left me with NO options; just that no heaters out of the box are faulty and it was something on my end. He gave me nothing!!! No people that might service it or anything. My pool installer believes that I should get a BRAND NEW HEATER... which I agree with. I ended up calling [redacted] again because I didn't know what to do. The guy there (John Gallo) was AWESOME! He sent an HVAC guy out (at my expense) to see if he could diagonse the problem. He did. He said the ignition switch was bad along with 3 blown fuses. Him and his staff researched where we could get the parts and who in the area could come fix it. Now, with that said, he agreed I should get a brand new heater... but, I would have to repay ALL the parties AGAIN for installing it.... that is about $600.00. I believe Doheny's should supply me with a brand new heater and pay to have it re-installed. Ron at Doheny was not only rude, but useless. He always had something to say about not taking responsibility for the heater being faulty. He gave me no options and no solutions. He threw his hands up for me to fend for myself. I have since spoken to may people about him and Dohney's who claim similiar experiences with him.Desired Settlement: I believe Doheny's should supply me a brand new heater and pay for the installation. I am stuck with a boat anchor and a pool that I can not use all while Wisconsin Summers are so short. Or, if I do find someone to fix this heater in the next week, Doheny's should refund me my ENTIRE installation expense.

Business

Response:

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.

Business

Response:

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

[redacted] 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

[redacted] plumbing to request a service call.

She did not hear from us by 12:44 on Thursday because I was waiting to

hear back from [redacted] plumbing. I did not

want to make her a promise that we could not keep, so I needed to confirm with

[redacted] first. I did call her later on

Thursday after confirming a service call with [redacted], 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, [redacted] 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 [redacted]

service call as our customer had requested.

I talked at length with [redacted] 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 [redacted] will be a customer for many years to

come.

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.

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.

Review: We ordered an inground liner through Doheny's website, and gave them our original specs on the measurements. When my husband installed the liner we realized that it was made incorrectly, and so I contacted [redacted]. She asked me to send pictures, which I did, and she said to me that she can see where it was made incorrectly. It took her 3 weeks to finally give me an answer as to what the manufacturer was willing to do. They wanted us to empty our pool out again, and send back the liner. We were not willing to do this because of the length involved in sending this back and waiting again for a new one. We asked the manufacturer to send us a new liner and we would return the old one, or refund us half of this liner. They were not willing to do either, and Donehy's did nothing. Very disappointed that neither company was willing to address this with us on our terms. It's very obvious in the pictures that the liner was made with a deep end, and because now it's warm and we want to use our pool. If Doheny's would have taken care of this immediately, this could possibly been resolved and we could have gotten a new liner. The manufacturer also told us that they would only replace it if they deemed it was made incorrectly. Doheny's has a store in our city, and it would have been nice if they would have sent a rep out to look at this for us, this way we had the guarantee to be a witness to someone looking at this liner. Never will use them again, and very disappointed that they did not stand behind a product that they sold.Desired Settlement: Partial refund or send us a replacement and then we will send the incorrectly made liner back.

Business

Response:

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.

Review: I made a purchase of 10 "Solar Sun Rings" for $23.99 each. Once received, we opened and attempted to utilize the items. They did not work to our satisfaction and wanted to return them.

Only when I reviewed the back of the invoice did I see the statement "We allow a full refund or exchange on any merchandise, minus handling fees and other discounts, returned within 30 days of receipt, provided it has not been used, damaged or altered" but the web site only states "Easy Returns" with no further explanation available.

We had no possible way to know whether or not this product worked unless the 10 individual packages were open and utilized.

When I called customer service the initial representative could not fully answer my questions without putting me on hold multiple times. Finally I spoke with [redacted] and again explained my issue regarding the return policy. She told me that indeed they could not accept the items for return as they had been opened and used. Again, the only reference to returns on the website was "Easy Returns" and had I not looked at the back of the invoice, I would not have seen the "30 Day Policy".Desired Settlement: Doheny's needs to prominently display their refund policy, in its entirety, on the website AND with those items that are not refundable according to this policy. In hindsight, had I thought these items would not have met with our needs AND was aware that I would not be able to return them; I would NOT have made my purchase but looked for another item that may have met my needs.

Business

Response:

We did speak to this customer and are allowing the return under the 30 day return policy. Our return policy as stated by the customer in her complaint is fully stated online, in our catalog and on the invoice. We do allow for the return of items such as the sun rings the customer purchased if within the 30 day time frame and will credit her when the items return to our warehouse.

Review: When I called on May 18, 2015 to order replacement parts for my solar reel system (under warranty), I was told that my replacement parts would arrive in 6-10 business days (likely closer to 6 I was told). I asked the lady on the phone if I would get an email confirmation. She sounded confused but said that something would be sent. Having not received a confirmation, I sent a follow-up email the next day (May 19th) to [email protected]. Nobody responded. I sent another email on the 20th. No response. I sent a 3rd email on the 22nd. No response. On May 26th, I finally received an email response telling me it would be 10 days if the part was in stock (which I was told it was on the 18th). I responded by thanking the customer service rep for responding and I asked for a tracking number on the shipment. The email from June 2nd did not provide a tracking number, and instead said that it would be 3 days before I get the parts. That was 6 days ago.

I called 6/8/2015 at 10:30 am to ask for an update and was told that someone from the parts department would call me within 2 hours. Nobody called. At 4:00 pm I called back and spoke to Diane. When I explained that nobody had called me back today like they said they would, she made a rude reference to Mondays always being busy. She let me know that the warehouse does not have the parts and does not know when they will or where they'll get them, but that someone will call me yet today with an answer. That was yesterday. No response.

I have been patient and courteous, and as a loyal customer, I have done nothing to deserve this terrible service. My expectations are not even unrealistic. The only expectation I have is that Doheny's would follow through on the things it says it will.Desired Settlement: I simply want the replacement parts so that I can open my pool.

Business

Response:

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.

Consumer

Response:

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.

I ordered an automatic pool solar cover reel from this company for $1400.00. There were several companies selling the product but this company advertised next day shipping free for in stock items which they referred to this as in stock.
The next day, I received a box. I happily opened the box only to discover it was just the middle aluminum reel and did not include the ends and motor. I called their service line and after 25 minutes on hold, the lady said she agreed the box fedex delivered was not large enough for the ends and reel and she would call back before end of day to resolve this.
I received no call so I called back only to go through the entire story again about only receiving half. On and on we went and again I was told a return call was needed. After no return call I called again and finally got a supervisor who again had no idea of what my problem was/. I finally spent another 25 minutes explaining that I only received part of the order and they finally agreed they only shipped half. They told me they would ship out the other half that same day.
This is now 4 days later, they ship the second half. I get home that night to open the box, again excited to be able to install this product, only to find out when I opened it that half of the screws were missing, the key to motor was broke and the other half was stuck in motor. I thought this was all very strange and then I opened the manual and instructions only to find another customers return information! This customer bought this, it was damaged and they returned it to Doheny who then in turn sent it to me after I purchased a "new" product they sent me a broken returned product. Not to mention, they sent it with her return information enclosed including name, address, phone, order number etc along with her letter of disappointment regarding her experience with them.
So after all of this and a week later, I get another supervisor who listens to my story about this second half showing up and being a returned and damaged product from one of their other customers. I would think it is not legal to send a customer a used piece of damaged equipment when advertising, selling and charging me for a new product but they at this point had nothing to say or any excuses. He simply said, box it ALL up and put on your porch. I will have fedex pick it up tomorrow and credit your credit card for the purchase.
I asked why they cannot just pick up the bad second half and send me a new second half and he said they don't have any to send. So when they advertised it as in stock ready to ship it clearly was not. They did nothing to get me the product and now Im stuck buying it elsewhere in addition to waiting for my credit still... I would be vry leary of ordering anything from this company. The service was sub par and they clearly have quality control issues if they send used broken returned items to new customers and the security regarding customer information is not a priority. Very disappointed
Doheny's Order Confirmation [redacted]

I purchased a $275 solar blanket pool reel from Doheny last April 2014. The reel sags in the middle and will not support the weight of the reel. I told them the reel and tube sagged BEFORE I attached the solar blanket and they said it would be okay. It it was not, they would send me the larger tube for the reel at no additional cost. When I called to tell them the blanket was dragging on the ground in the middle of reel, they said there was nothing they could do and referred me to the manufacture, who is not at fault here. Doheny also questioned my story about calling them within the first 30 days, which I have phone records for. Would advise people to go somewhere else for online pool accessories. Not much credibility with Doheny or respect for their customers. Terrible customer service and won't stand behind their product.

I ordered an item from this company this morning. I paid extra than I would have elsewhere by about $40.00 for said item because the company offered "free next day delivery". This is spelled out in large letters at the upper right of the web page.I just called the company to find out that the item will not arrive until at least the weekend. When I mentioned that this conflicted their clearly advertised shipping policy, they informed me that there is a link at the very bottom of the page that leads to another page stating they don't guarantee next day delivery. I am not upset so much about waiting for the product as I am about the fact that they think it is acceptable business practice to mislead people to increase sales. I certainly won't order again.

Review: On or about June 1st 2016 I called to inquire the purchase of a new swimming pool pump. My current pump has a 3 prong outlet that has to be inserted then twisted slightly to lock. I shopped this pump locally but realized I could not beat Dohenys price. When I called I asked the sales girl( Brittnay?) several times during the phone conversation if the pump I was purchasing and she assured me it was and that she could see it on the schematic

and was going to email t to me which I never received...3 days later the new pump is delivered and the pump has a regular 3 prong plug and not at all what we discussed. I immediately called and was sent to "Robin" of customer service and I left a scathing voice mail as to my dismay regarding what happened. I finally ended up after several calls with "[redacted]" another customer service rep who quickly apologised for the mistake and was going to have a conversation with the sales girl. [redacted] looked back into my record pf purchases and told me as a courtesy to me regardless of using the new pump or returning it she was sending me approximately $32.00 back on my debit card which was about 10% of the purchase and the handling fee. A few days goes by and I see only $22.00 so I call yesterday 6-13-2016 and spoke to another customer service rep who indicated she would have [redacted] call me and 24 hours have come and gone and no call from the Doheny people!!! Very poor customer service and very poor product knowledge from their staff.Desired Settlement: I would like the owner to call me so they are aware of this and I want my $10.00 dollars as prom

Business

Response:

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 $10.99 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.

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.

Regards,

Doheny's advertises lowest price guarantee but when I found a lower price they would not honor it because it was too close to the price they pay for the product. I think they are false advertising. I will not use this company again.

Review: We bought Doheny's 12mm rectangular solar cover 1.5 years ago, meticulously following directions re installation and care. Despite that, the cover has begun to deteriorate (has small holes throughout). We called Doheny's who told us to cut out an 8x10" sample from the cover to send them (they wouldn't accept photos instead; they insisted that we cut a big hole in our cover), which we did. They are now denying the warranty claim, saying it doesn't fit under the only 3 aspects that the warranty covers - seam separation, delamination or manufacturer's warranty - so are denying, but offered us a 20% discount to buy another defective cover from them! I asked the Doheny's rep who called ([redacted]) where the information is that specifies that narrow warranty coverage (since it's not on their website), and she says it was on a warranty card that I must have signed when I received the cover. I asked her if she had a copy of me signing such a notice, and she said they don't keep those cards longer than a year, so no. The website for this product clearly says - at checkout - 7 year warranty, with no limitations provided. Even in their FAQ area regarding warranty coverage, they don't mention these carve-outs. I also chatted with a Doheny's rep via online chat, and they told me that the warranty is 7 years. (I have the chat transcript I can provide.) We believe that this cover was defective (as it started to deteriorate after 1.5 years of normal use, we don't live in extreme weather, etc.), but either way, their advertised warranty does not list any carveouts for coverage. Now we're stuck with a cover with many small holes, and one large hole - that Doheny's insisted we cut to send them a sample - and no warranty coverage, just an offer to buy another one from this company at a discounted rate. I've spoke to two representatives of their company and asked for a supervisor to contact me about this, but no one has so far.Desired Settlement: Honor their advertised warranty and replace the pool cover.

Business

Response:

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.

Review: First time ordering from doheny because their prices were cheaper. we ordered a pool ladder and it was defective. we returned for even exchange-I had to call to find out where my exchange was and I was also charged again for the ladder. I have called repeatedly and Doheny continues to tell me "they refunded my account for the second charge" I have been dealing with them since May 29, 2014 and have yet to be satisfied. The customer service is very poor and I have called my bank to dispute second charge. Doheny has never offered anything for the poor service and they claim to be #1 in customer service. buyer beware of Doheny! They will charge your accounts without authorization and you never speak to the same supervisor and Dohney is not in a hurry to return your money......June 16th and we are still waiting on account credit! cheaper prices=cheap serviceDesired Settlement: Want money back for unauthorized charge and would be nice to receive a shipment of free pool supplies for the problems I incurred

Business

Response:

When this customers order returned she was credited as well as a new ladder being sent. The second charge negated the credit that was given. The customer was provided proof that the credit had indeed been processed as well as the charge and was also provided with a merchandise credit for use on a future purchase. We apologize for any inconvenience this situation may have caused.

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 I finally received a credit on duplicate charges and the resolution is satisfactory to me.

Review: I purchased a pool cover from Doheny's order date 9/22/2014 order # [redacted] customer # [redacted] I received the cover with the cable and ratchet missing I contacted them on 9/27/2014 they couldn't do anything because tech support was closed so I went to a local pool supplier and purchased a cable and ratchet so I could install it on sunday finding out then it was not the size marked on the box it was to small for my pool I contacted them on Monday and explain the problem with the cover they said I would have to cut a 8x10 square out of the cover and send it to them I ask if they were going to send me something to sent it in they say put it in a envelope and put a stamp on it at my expense I explained that the pool was closed and we were expecting storms which will will get leaves in it and I will have to install the filter and vacuum to get them out they said I could order another one and they would refund my money when they get the 8x10 piece of the cover I explained I would not do this because there's no guarantee this one would be the right size I told them if they sent a new cover and a return shipping slip I would put the cover in it and take it to fedex they wouldn't do this they said sorry and have a nice day now I will have to reclean my pool and close it or buy a cover locally this isn't my fault if they had sent the right size cover we wouldn't have this problem thanks [redacted]Desired Settlement: I prefer a refund on my card as I don't wish to buy from this company anymore if they send me a shipping slip prepaid I will return the cover upon refund

Business

Response:

We have spoken to this customer who indicated that the box and cover inside were labeled correctly, however it appears that the cover was cut short by the manufacturer. He will be sending pictures of the cover on the pool and will be credited the $133.38 upon receipt.

I bought a 12 yr. pool cover from them. It did not last two seasons. I called the warranty # and they said to cut a patch & send it in. They contacted me a said they would cover it but I had to pay 20.00 for shipping. I payed for the handling when I purchased this cover. Also the warranty card for the replacement is useless, it goes back to the original purchase. Can someone there tell me then, what's the point of getting a brand new cover? Never will do I business with you people again. DISHONEST TO SAY THE LEAST....NOT HAPPY.......

Worst company I have ever had to deal with.
Customer support is a joke!!!
recommend them to anyone for any reason ever!!

customer care is very bad!! false listing of items! items they list dont come with everything as listed, and dont respond to emails, dont send the items that are listed with product! will never do business with them again , would not recommend this site !!

Review: We ordered a sand pump on of 5/275/5/2014 for $487.11. And was told that it would be delivered in 3-4 days. We still have not received the pump as of 5/27/2014 ............ They charged us twice............. $ 974.22 for absolutely nothing.Desired Settlement: I want the double charge taken of our credit card and I want the sand pump we ordered delivered to us as promised. $ 487.11

Business

Response:

The duplicate charge that this customer is referring to was due to an error with the credit card processor and the second charge has been reversed. The customer's initial shipment was lost in transit with the carrier and the replacement item was delivered to the customer on 5/30/14. We have spoken to the customer who confirmed receipt of the product ordered in good condition.

Review: RIP OFF REPORT!!!!! Buyers Beware!!!! RIP OFF REPORT

I had ordered 3 items from Doheny's, when the shipment arrived, only part of the order arrived - Order Date 5/12/2014

My original order:

Start-Up Kit #2 4897 FREE $33.99

$44.92 1 $33.99 - Received

Doheny's Jet Drive AG Powered by Aquabot 4052

$289.99 1 $279.99 - Never arrived!!

ULTRA Light Floating Pool Light 2665 FREE $71.99

$79.99 1 $71.99 - Received

Wrong Item Delivered: 25lbs. Of Super Shock Arrived - they sent a call tag for a pick up Immediately!!!

After 6 phone calls into Doheny's Customer Service Reps, that have absolutely no idea of what is going on and multiple times being told, another item is being shipped to me,LIE LIE LIES to no avail, I have not received the item, so on my 7th call to Doheny's on 5/17/2014, I have asked for a refund, the customer rep stated, well OK, but it could take 7 -10 days, and we need you to ship the Super Shock back first....this is unacceptable, Doheny's is trying to steal 279.99 of my money and wasting at least 2-3 hours of my time on hold with there customer service department, Absolutely frustrated!! DO NOT WASTE YOUR TIME or MONEY WITH THIS COMPANY, Unless you like being STOLEN FROM, Bothe TIME and MONEY!!!

Business

Response:

This customer was mistakenly sent an incorrect item by our warehouse. We did send the correct item via FedEx tracking number [redacted] on 5/20/14. The customer has acknowledged receipt of the cleaner as of 5/21/14. This mis-shipment was certainly not intentional and the customer indicated that he is satisfied with the resolution.

Review: We ordered "what we thought" was a diving board from Doheny's. Not online, but over the phone. I spoke with someone specifically about what I wanted. The customer service person understood my need. When the product arrived it was only the BASE for a diving board. The picture of the item # showed a 6 foot diving board, not just the base.

Called back told them, they sent a Federal Express label for the wrong product to be picked up. Which it was on May 13....we have still yet to be refunded our money into our account. I have called and spoken to several customer service representatives...with no answers. MANY, MANY CALLS...and now it is almost as if they are mocking me or making fun of me. NOT PROFESSIONAL AT ALL.

I just want my money to BE PUT BACK INTO MY BANK ACCOUNT.

Or at least a respectful person to talk to about the specifics about what is going on and when I can expect the refund.

Very, very frustrating.

I will NEVER USE this business again for pool supplies and am putting the word out to others.Desired Settlement: I just want my money to BE PUT BACK INTO MY BANK ACCOUNT.

Business

Response:

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.

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.

Regards,

Review: I ordered the Pool Rover Junior pool cleaner in April knowing I would open our pool in May. I got the cleaner and some other equipment and stored in the garage until May when I would open the pool. May 22, 2016 I opened the new cleaner out of the box and the wheel was broken. I pulled the shipping paper off and contacted Doheny's giving them my order number and problem. I wanted to return the item for a new one that is not broken. They will send new parts for me to repair the broken one and or take a chance of damaging while trying to repair an issue that they should be taking care of. I was outside the 14 day window.Desired Settlement: Dohenys to replace the item with a new one and for me not to have to repair something that is supposed to be brand new.

Business

Response:

This customer was already issued an pre-paid RMA on 5/22/16 for the cleaner to be returned for exchange. We spoke with him again today after receiving notification of this filing and he indicated he had been taken care of already.

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 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,