Doheny.com Customer Service Issues

I recently bought two items on order# [redacted]: the Pentair SuperFlo Pool Pump and an 8 mil Solar Pool Cover. Unfortunately, the pool pump started leaking after 5 days of use, costing me $[redacted] for the initial installation and an additional $[redacted].90 for a repair. The contractor mentioned that this kind of issue shouldn't occur with a quality product. As for the solar pool cover, I was disappointed with the poor quality. The bubbles were mostly broken and the cover was so light that even a gentle breeze made it move away from the wall. I have been a loyal customer of Doheny and I believe a rebate for these subpar products would be fair.

I recently received my pool order and was quite happy with the quality of the above ground pool pump - it's quiet and efficient. However, I was disappointed with the poor quality of the clamps that came with the Hayward Above-Ground Filter to Pool Kit. One of the clamps blew off the hose, causing me to lose all the water from my new pool onto the lawn. I had to purchase better clamps to fix the issue. I hope in the future, better quality clamps can be included in the kit to prevent these problems. Despite this hiccup, overall I was pleased with my order. Just wanted to share my feedback on this issue. Thank you for listening. Regards, Willard D. E.

Dear Company, I am reaching out regarding an issue with the above ground pool we purchased from your company in July [redacted]. Unfortunately, the caps that attach to the uprights cracked over this past winter ([redacted]), despite following the proper steps to prepare it for the season. We are concerned about the durability of the parts, as our previous pool lasted for 10 years without any similar problems. We would like to inquire about the warranty for the pool and if it covers the replacement of these parts. Additionally, we would appreciate guidance on whether we can replace the top caps ourselves to avoid costly professional installation fees. Unfortunately, I do not have the receipt as I made the purchase online, but I do have the shipping order number for reference. Thank you for your attention to this matter. Sincerely, Rondi and John Phillips

Print Order#: [redacted] Item Ordered: AQUABOT T4RC Plus Pool Cleaner Order Date: 11 May 20 The pool cleaner (S/N [redacted]) was received on 15 May 20 and registered for warranty. Upon assembly, I found the float cable insulation was damaged near the connection to the cleaner. I contacted the manufacturer and Ms. Dana Moore on 18 May 20. A replacement cleaner was promised in "2 to 3 days". When it did not arrive by 24 May 20, I decided to cancel the order and requested a pre-paid return shipping label for the defective cleaner. Despite the replacement being shipped on 26 May 20, I informed Ms. Moore not to accept it. I later called Doheny Customer Service on 26 May 20 and spoke with "Susy", who stated they could not assist and advised I contacted Doheny directly. Today, 29 May 20, I contacted Ms. Moore again, who directed me to address the return shipping label issue with Doheny.

I am a senior customer of Dohenys and have been using their products for quite some time. Recently, my wife and I had a disappointing interaction with a Dohenys representative from the call center. When we tried to address an issue with our Aquabot Breeze pool cleaner, we were met with rudeness and disconnection. Despite our efforts to contact the manufacturer with no response, we turned to Dohenys for assistance. We were hoping to speak with a supervisor as suggested by a helpful Dohenys staff member we previously spoke to. Unfortunately, the representative we encountered displayed a lack of care and made unkind remarks. As customers, we simply seek guidance on troubleshooting the pool cleaner, not a dismissive attitude. We believe in the longevity of products and hope to resolve the issue without having to purchase a new one. Thank you for your attention. Sincerely, Bob and Brenda Reed. Order # [redacted]29.

Order #[redacted]-[redacted] I have contacted you multiple times regarding my missing ABC skimmer basket sku41260. Despite being told to call or chat, I have been unable to do so. Although you claimed to have contacted FedEx and confirmed delivery, I have not received the item. I believe it was supposed to be included in the box with the leaf skimmer and flex. conc. vac, which I did receive. As I did not receive a packing slip indicating a separate box, and with the lack of clarity from your end, I am left to assume the item was missing. Please either send me the missing item or refund my payment so I can seek alternative options. The prolonged delay and lack of resolution have been frustrating. Your prompt attention to this matter is greatly appreciated.

I am shocked that this is a family-owned business. My daughter has been waiting for over a month to receive the parts needed to hook up the pool pump she purchased. Initially, the pump was sent with a connecting hose between the filter and pump, but when she inquired about the hoses to connect to the pool, she was told she needed to buy an extra kit. After waiting for weeks, the missing part was finally sent. However, she ordered the additional kit weeks ago and it still hasn't arrived. I have called multiple times and have been put on hold indefinitely. The wrong parts were sent numerous times, even parts for a different pump! My grandchildren were disappointed as we had to cancel a family pool party due to the incomplete setup. I hope this issue gets resolved promptly.

The pump I received last Saturday was installed the following Sunday. It runs well, but it keeps tripping the overheat sensor and shutting off. It restarts after cooling down. The temperature at the pump housing motor end is over [redacted]°F. I have a new pump on order from you, but reinstalling the old pump will be challenging due to size differences. I've already made changes to the piping for the new pump and would prefer not to redo it. You mentioned the new pump is on back order and will only be shipped once the old pump is returned, causing inconvenience due to the different sizes. Can you please allow me to wait for the back-ordered pump to arrive, as it's not my fault that your business is doing so well?

Order #[redacted]-[redacted] contained 50 lbs of 3" Chlorine Tabs, SKU [redacted], priced at $99.99. Upon delivery by FedEx, I discovered the 50 lb tub of Chlorine Tabs had arrived opened without being in a sealed box. The chlorine tabs inside were broken, and it seems the shipping label was removed from its original box and attached to the tub. If I had been at home during delivery, I would have rejected the package. In the past, this item always arrived in a sealed box with the tabs securely packaged in a plastic bag inside. This situation is of great concern as an open container of bleach poses significant risks, especially to children. I am urgently requesting a replacement shipment in the appropriate sealed packaging along with a return shipping label to send back the current tub.

I received my Pentair Whisper Pool Pump 1.5 HP, and unfortunately, the package arrived damaged while I was out on Friday. Upon inspection, I found the internal packaging insufficient, resulting in several areas of damage to the pump. I have taken photos and created a PDF file for review, but I am unsure where to send it. The Solar Cover part of my order arrived on Thursday, the Pump on Friday, but no paperwork was included with either package. My confirmation number is [redacted][redacted]. Please advise where I should send the PDF file for evaluation. I realize you are not affiliated with Doheny, so could you direct me to the appropriate contact? Thank you. Mr. & Mrs. Kolenda

Hello, I bought a 24 ft diameter above ground pool from Doheny's in [redacted]. Unfortunately, the liner has tears, and I need to purchase a new one before my daughter's birthday party. The pool is the highlight of the party, so I am hoping for quick assistance. Thank you, Stephen J. Crowley (Address: 17 Meadowbrook Rd, Mashpee, MA [redacted]) Phone: [redacted]