- Report: #211750
Complaint Review: Water Warehouse Doheny's Water Warehouse D.E.I Doheny Enterprises Inc. - Kenosha Wisconsin
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Author Confirmed
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Water Warehouse Doheny's Water Warehouse D.E.I Doheny Enterprises Inc.
6950 51st Street Kenosha, 53144 Wisconsin, U.S.A.
Phone:
262-605-3757
Web:
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Water Warehouse, Doheny's Water Warehouse, D.E.I, Doheny Enterprises Inc. Would not warantee defective solar cover Ripoff Kenosha Wisconsin
I ordered a solar cover for my pool and it was separating at the seam in the center about 4 feet long. I called Water Warehouse and received a voice recording that states that if you are having problems with the solar covers separating at the seam to leave a message and they will call you back. I received a call back and was told they are aware of the problem and to cut out an 8x10 piece of the cover and send it back to them. I wanted to make sure that this was correct because if I were to cut out an 8x10 piece of my brand new cover it would be worthless to me and at least I could still use it right now. I was told this would be covered. I decided that because it was the beginning of summer I would wait until I closed the pool and send it back at that time.
When I sent back the cutout piece of the cover I received a letter in the mail a few weeks later stating that this was not covered. I called and again was greeted by the message that they are aware of the covers separating at the seam and to leave a message. I received a call back from a woman who identified herself as Lisa; she would not give me her last name. She was very rude and said the cover was ripped at the seam and not a defect. I asked her if she was aware of the covers being defective and of the recording on her company's voice message. She avoided the question and repeated that it was not covered and tried to tell me that D.E.I was not the company that sold me the cover. I assured her that I had already done my research and Doheny's Water Warehouse is also D.E.I (Dohenys Enterprises Inc) she avoided the comment.
I then proceeded to explain my situation and told her that the cover was only six months old and that if you are aware of the defect that the seams are separating on the covers wouldn't the natural progression of a defective split seam be that the rest of the cover rip at the seam as you described? She was very rude and said that it would not be covered. I asked for her Manager and was told her name was Anna and that she had already made the decision.
This is extremely poor customer service and I will also be reporting them to the Better Business Bureau as there are already several other complaints listed on the BBB website against this company.
Joe
Joliet, Illinois
U.S.A.
When I sent back the cutout piece of the cover I received a letter in the mail a few weeks later stating that this was not covered. I called and again was greeted by the message that they are aware of the covers separating at the seam and to leave a message. I received a call back from a woman who identified herself as Lisa; she would not give me her last name. She was very rude and said the cover was ripped at the seam and not a defect. I asked her if she was aware of the covers being defective and of the recording on her company's voice message. She avoided the question and repeated that it was not covered and tried to tell me that D.E.I was not the company that sold me the cover. I assured her that I had already done my research and Doheny's Water Warehouse is also D.E.I (Dohenys Enterprises Inc) she avoided the comment.
I then proceeded to explain my situation and told her that the cover was only six months old and that if you are aware of the defect that the seams are separating on the covers wouldn't the natural progression of a defective split seam be that the rest of the cover rip at the seam as you described? She was very rude and said that it would not be covered. I asked for her Manager and was told her name was Anna and that she had already made the decision.
This is extremely poor customer service and I will also be reporting them to the Better Business Bureau as there are already several other complaints listed on the BBB website against this company.
Joe
Joliet, Illinois
U.S.A.
2 Updates & Rebuttals
Joe
Joliet,Illinois,
U.S.A.
Water Warehouse
#2Author of original report
Wed, July 11, 2007
It seems John did not read my complaint that he responded to a year later "I was told this would be covered. I decided that because it was the beginning of summer I would wait until I closed the pool and send it back at that time". The cover had a 4 foot hole in the center where the glue had seperated when it arrived, I am no engineer but I would asume the cover would indeed tear the rest of the way if the seperation was already started due to a defect. I had already written this company and their poor customer service off a year ago, they should learn from their mistakes and let it go. PS. Please stop sending your water warehouse catalogs to my house every month they just go in the garbage.
John
Kenosha,Wisconsin,
U.S.A.
Solar Cover
#3UPDATE Employee
Tue, July 10, 2007
A few clarifications are needed. The recorded message referenced was a generic one giving instructions on how to send samples to our warranty department if a defect existed (we would never sell a product containing a known defect). The customer did not contact us for over two months after the product was received. The product did not have a seam seperation but rather a tear. We offered to replace the cover at no cost if we were subsequently sent a sample that showed a seam seperation. The issue has been closed by the Better Business Bureau. We wished the customer's interaction with our customer service department would have been more satisfying and are always working hard to insure that is the case 100% of the time.
