NAMCO

Response: We are in receipt of the complaint filed by the above referenced customerRegrettably NAMCO does not hold the warranty for the product in questionAll warranty issues need to be processed through the manufacturer: [redacted] CorpThanks, NAMCO, LLC Customer Service Sent on: 5/6/3:46:PM

Response: We are in reference of the complaint filed by the above referenced customerWe are happy to report that as of June 18th we have resolved this issue with the customer, and have agreed to replace his pool and provide the necessary installation repairsTherefore we can consider this matter closedPlease feel free to reach out to us directly should you have any questionsRegards, NAMCO, LLC Customer Service Sent on: 6/20/3:34:PM

Response: We are in receipt of your correspondence concerning the complaint filed by the above referenced customer [redacted] *** sent correspondence to us on June 20th of this year indicating a rust issue with her swimming pool that was originally purchased in In a letter dated June 20, we explain that we processed the claim using the same criteria as the manufacturerThe warranty is pro-rated and its guidelines provide for replacement components on a pro-rated basis depending on the pool model and the original date of purchaseThe adjusted prices on the quote would be the consumer’s responsibilityNo where in this letter did we indicate the issue was weather relatedIn the correspondence received from your office [redacted] *** had asked for a brand new pool to be provided at no cost to herUnfortunately that request we must respectfully declineThe quote provided details the replacement components needed – which is not a brand new pool in its entiretyAs indicated on the letter, [redacted] *** would bring the quote into the store for processingRegards, NAMCO Customer Service Sent on: 8/25/2:23:PM

Complaint: [redacted] I am rejecting this response because:the quote on the parts was good untill september but the parts were out of stock for the rest of the year, thats in writing on their letter Sincerely, *** [redacted]

Response: We are in receipt of the complaint filed by the above referenced customerWe currently have a call into [redacted] to schedule and perform an inspection of these issuesOnce the visit is concluded, we will be better informed of exactly what corrections need to be made to satisfy this issueRegards, NAMCO LLC Customer Service Sent on: 7/8/12:14:PM

Response: We are in receipt of the complaint filed by the above referenced customerWe apologize for the issues [redacted] has had with his pool inst [redacted] *** [redacted] Regards, NAMCO, LLC Customer Service

I received a call on June 19th from the company attempting to deliver the wall & liner when they were already at my home No one was home to inspect and accept the products, that is why the delivery was refused I never got a call in advance and when they attempted to deliver the other replacement wall for the first time last year, it was damaged They are also trying to give me an unacceptable liner I will accept the wall and the appropriate liner ONLY I had originally paid extra for the [redacted] *** liner, they are trying to give me a subpar over the wall liner which I do not want and will not accept I do not feel that I should have to settle for a liner that is not the original So, if they are willing to give me the products I originally purchased and coordinate with me an acceptable delivery date and time when someone can inspect the items then I will accept their offer

Complaint: [redacted] AT THIS POINT IN TIME I am rejecting this response because: though Namco has indicated that they are going to replace the current pool with a new pool with internal buttressing, the new pool is not yet up and has not passed final inspection as of today Also, there are concerns regarding the potential damage to previously done landscaping and grass planting At this point, I cannot consider this matter closed Sincerely, [redacted]

Response: We are in receipt of your correspondence concerning the complaint filed by the above referenced customerThe letter dated May of this year explains that rust is not something covered by the manufacturer’s warranty however also included in the letter we state that even though it isn’t covered by the manufacturer’s warranty we processed the claim as if it wasThe warranty is pro-rated and its guidelines provide for replacement components on a pro-rated basis depending on the pool model and the original date of purchaseThe adjusted prices on the quote would be the consumer’s responsibilityIn the correspondence received from your office Mr [redacted] had asked for a brand new pool along with installation to be provided at no cost to himUnfortunately that request we must respectfully declineThe quote provided details the replacement components needed – which is not a brand new pool in its entiretyAs indicated on the letter, Mr [redacted] would bring the quote into the store for processingBest regards, NAMCO, LLC Customer Service Sent on: 6/12/10:47:AM

Response: We have reached out to [redacted] and they are going out on Monday to correct the depth concern. Regards, NAMCO, LLC Customer Service

Response: We are in receipt of the correspondence submitted by the above referenced customerAs of 5/29/we have responded to the customer's warranty requestMs [redacted] will receive our written response in the mail this weekRegards, NAMCO, LLC Customer Service

We just purchased a pool yesterday. The staff was knowledgable and very patient with our pool selection. They were so friendly and really helped us make a very informed decision on what pool to buy. Very easy to work with. Every one of their employees had great knowledge of the complicated process of selecting the right pool and filter.
Thank you!

We are in receipt of the complaint filed by the above referenced customerWe feel we have received this complaint in errorWe at NAMCO have no record of Mr*** calling our customer service line as we were closed for the weekend on 1/23/2016, nor do we have a representative or manager by the
name of *** in our officeWe ask that Mr*** reach out to ** *** North, as they are the financial institution in which the credit card is heldRegrettably we at NAMCO do not have any access to customer accounts or authorization to reverse any fees that were incurred.** *** ***
***
Regards,Customer ServiceNAMCO, LLC

Complaint: ***
I am rejecting this response because: We are still waiting to be contacted by a contractor regarding this issue. The only way we receive any type of information is if we take the time out of our schedule to call the installation manager (who never responds unless we consistently call over and over again). We have been waiting over two weeks for this contractor to contact us. We were told by the installation manager to "just go ahead and use the pool that we have for the season and we can have it taken care of at the end of the season". That is NOT acceptable for multiple reasons. First and foremost this is not the pool that we paid for (IN MAY) and we are not waiting until the "end of the season" to have this pool fixed. We paid for the pool to use it this year not next year. Secondly this pool needs to be grounded and we are not going to ground this pool and have to reground a second pool when they come to replace it. Thirdly we have a payment due on July 20th that still hasn't even been addressed by this company and unless they plan on having the pool fixed by then (highly unlikely), then they need to credit us this payment so this account does not become delinquent. If it is the companies intent to "wait until the end of the season" and keep delaying the repair of this pool, then they need to let us know that so we may seek legal counsel. If that does happen, unfortunately that will need to be the next step in this nightmare of an experience. We are not waiting until the end of the season. We have been more than patient in this matter and would appreciate a more timely solution to have this problem rectified.
Sincerely,
*** ***

From: *** *** *** Sent: Tuesday, August 04, 5:PMTo:
href="mailto:[email protected]">***Subject: Complaint #*** This is to inform you that a resolution has been receivedOn 8/1/I received a check in the mail for $Thank you, *** ***

Response:
We are in receipt of the complaint filed by the above mentioned customerAs of 4/this matter can be considered closedThe pool manufacturer and holder of
the warranty has agreed to help the customer with the cost of replacing the wall
Sent on: 4/21/3:12:PM

Response:
We have put through an order for the *** liner to be sent to the customer's home via ***The wall will be re-delivered and we ask that *** *** expect a call to schedule the delivery companyRegards, NAMCO, LLC Customer Service
Sent on: 7/1/3:32:PM

Complaint: ***
I am rejecting this response because: the letter sent to us also states that the parts needed are out of stock for the seasonWe have purchased a new pool elsewhere and we do believe we deserve some money back for the terrible quality of the pool that was sold to usI firmly believe that namco sells these poor quality pools and that they know they will rust in very few years, knowing they will not have to cover it under warranty when it happensIT IS NOT WEAR AND TEAR to rust in such a short timeIf they do not wish to cover rust on older pools then that is understandable, but not on a pool that didn't even make it to a fourth seasonClearly nothing will be coming back to us because Namco treats their customers like dirt, and we will never purchase anything from this company againNor will many other people judging by all of the complaints from other customers I have read regarding warranty issues and poorly made products
Sincerely,
*** ***

They are quick to sell products and services but not come thru to see the completion of sales
DO NOT buy from them or use their services
We were at *** Ma location
Bought pool and it del 10/Thought we would install it ourselves Decided to go thru NAMCO and have an installer do it
On 5/15/went to the *** store and spoke with Store manager, Jillian
Showed her paperwork that we bought the pool AND told her it was deliveredWe then paid for it to be installed Jillian said she put the information into the system and it would be sent to corporate AND we would be contacted within hrsOn 5/18/WE had to call THEM to see where we were at with the contractor Was given a name number who would be contacting usOn 5/WE had to call the store back and spoke with Jillian (This was great) "oh I was waiting for your pool to be delivered" (are you kidding me!!!!)
I told her that about our conversation on 5/ (Also why were we given a name of a contractor?)
She said she was going to send the paperwork again and "I" could call the contractor and tell him the paperwork was being sent to corporate (God forbid she pickup the phone call the contractor and then call "me" and tell me she spoke with him)
CUSTOMER SERVICE is not in their vocabulary
I call contractor on 5/and told him what was going on He reached out to store after I called and of course, he called me on 5/and said NO ONE called him back
I WENT to the store on 5/ I spoke with the acting manager, Ryan, I explained my frustration and my dealing with this company I tried to explain that I needed to see that paperwork was sent to home office that I could tell the installerHe interrupted me and said they don't make the scheduled for the installerI became angry and said if he keeps quiet he would listen to what I needed
I told him that I am fully aware they don't do appointments I am trying to work with the installer assigned to me so he can get paperwork and set a date to do my install and he can get paid
I was quite angry at RYAN's rudeness and told him he had no right to start yelling at me!
He said I was yelling at him I told him he was rude to interrupt and "he" is the face of this company and not "corporate" He is who people see when you walk into the storeHe was very blunt and in my opinion does not have any understanding or appreciate the frustrations customers go thru when trying to get issues resolved If he can't handle customers complaints/frustrations he should not be working in the public sector

I called Namco today regarding a Proline pool pump that I purchased there some time agoI advised the woman who answered that I'd like to have the pump serviced due to a loud noise that it was making, probably due, according to our handyman, to the bearings needing replacementThe woman told me to bring it in, the manager would take look at it, and let me know what parts I should order onlineI drove from my home in East Fishkill to an appointment in the City of Poughkeepsie, and then drove to Namco I carried in the heavy pump, found the manager, told him I'd called earlier and the woman said to bring the pump in and he would look at itImagine my surprise when he immediately provided me the name and address of the company - located in the City of Poughkeepsie - where they would service the pumpI reiterated that when I called the woman she had clearly told me to bring it to himHe shrugged, said sorry, never inquired as to the name of the employee who gave me that information or showed any interest in the inconvenience caused by this miscommunication on the part of his staff The Endof doing business with Namco