NAMCO

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Namco stocks old products on their shelvesI purchased a patch kit, which melted my linerI contacted customer service and was told I didn't follow the warnings and used too much adhesiveFirst thing- there was no such warning on the box anywhere, and second, I had hardly used any adhesive at all as this isn't the first time I've patched my poolThis company is terrible, my family has used Namco for all our pools and supplies for the last years and this isn't the first time we have had issuesHowever, now my $pool is garbage because they stock old outdated products on their shelves and then when something bad happens it can't possibly be their fault (sarcasm)

Complaint: ***
I am rejecting this response because: This is not weather related as they claim. The liner in question pulled apart inches at the seam in September, just months after it was installed. There was no snow or cold weather in Maine in September. My frustration is with the company ignoring my complaint (via telephone calls, emails and letters)for months. The liner should have been replaced back in September but because they chose not to work with me by not respond to my request. The whole pool is beyond repair and has collapsed Now year later they are using the excuse of weather related, not acceptable. I have reviewed my files and the reason I believe they are claiming it to be weather related is possiblly because some of the photos I emailed to the manager at the Westbrook Maine store (at his request) had snow on top of the cover. The manager did advise me that he did email those photos to Namco Corporate, even though Namco Corporate sent me and email claiming they never receive the manager's complaint from me. The photos that were sent to Namco Corporate back in October 2013 did not have any snow on the cover because Maine had no snow. Just ice around the outside of the pool cause from the water that was in the pool. I do not want nor do I want to purchase another pool/liner/accessories from Namco. I have hired a company to remove and dispose of the pool on June 2, 2014. Because this pool is still costing me money and if Namco does not want me to make a claim for the removal and disposal of the pool, they can come get it
Sincerely,
***

Response:
We are in receipt of the complaint filed by the above referenced customerWhile we understand the frustration Ms*** is experiencing; under a typical
manufacture warranty, weather related damage does not quality for coveragePlease understand that the manufacturer holds the warranty and NAMCO does not have the authority to alter its termsAs the warranty has no allowance associated with it for refunds; we must respectfully decline Ms***'s requestFor the sake of customer relations, we can authorize for Ms*** to receive 30% off replacement components needed to repair her poolShe can visit the Westbrook store location to take advantage of this offerRegards, NAMCO, LLC Customer Service
Sent on: 5/12/12:22:PM

Response:
We are in receipt of the complaint filed by the above referenced customerFollowing a site inspection performed last month we had determined that we would
replace the customer's wall at no charge for the sake of customer relationsOn June 19th our carrier made several attempts to deliver the wall to the customer, but the delivery was ultimately refusedAt this point we feel we have already gone above and beyond what is typically covered under warranty; the wall is still available should the customer still want this solutionBest regards, NAMCO, LLC Customer Service
Sent on: 6/24/11:38:AM
Sent by:

Response:
We are in receipt of the complaint filed by the above referenced customer. We can confirm that the installer will be looking at the pool this week and...

anticipate an easy fix. It appears the upright can be corrected by adjusting the base of the wall in that area. The customer can contact us directly if she has any questions. Regards, NAMCO Customer Service
Sent on: 8/19/2014 9:41:48 AM

Response:
We are in receipt of the complaint filed by the above referenced customer. We can confirm that the customer's issue has been repaired by our sub-contractor...

[redacted] as of 6/13. Therefore we can consider this matter closed. Regards, NAMCO LLC Customer Service
Sent on: 6/16/2014 4:46:22 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]...

[redacted]

Response:
We are in receipt of the complaint filed by the above referenced customer. We apologize for the issues [redacted] has had with his pool inst[redacted]...

[redacted] 41815 Regards, NAMCO, LLC Customer Service

Response:
We are in receipt of the complaint filed by the above referenced customer. We currently have a call into [redacted] to schedule and perform an...

inspection of these issues. Once the visit is concluded, we will be better informed of exactly what corrections need to be made to satisfy this issue. Regards, NAMCO LLC Customer Service
Sent on: 7/8/2014 12:14:31 PM

Response:
We are in receipt of the correspondence submitted by the above referenced customer. As of 5/29/2014 we have responded to the customer's warranty request. Ms....

[redacted] will receive our written response in the mail this week. 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 the complaint filed by the above reference customer. We can confirm that a check was mailed out to [redacted] for the amount of...

$1,700.00 on Wednesday, August 13th. Therefore this matter should be closed. Regards, NAMCO Customer Service
Sent on: 8/15/2014 8:55:43 AM

Response:
We are in receipt of the complaint filed by the above referenced customer. Regrettably NAMCO does not hold the warranty for the product in question. All...

warranty issues need to be processed through the manufacturer: [redacted] Corp. Thanks, NAMCO, LLC Customer Service
Sent on: 5/6/2014 3:46:04 PM

Response:
We are in receipt of the complaint filed by the above mentioned customer. On 6/5/2013 we received a warranty claim and photos from the customer regarding an...

issue they were having with our pool. The following week we sent our installation representative out to the customer's home to inspect the issue and it was determined that the rails are sharp but it is not a defect or warranty issue. We refunded the customer 15% back on her entire pool purchase as compensation for the issues and had personally inspected two separate cartons of rails and had them sent to the customer only to be denied. As a last effort to please the customer we worked with the subcontracted pool installer to see if there was something they could fabricate in the spring of 2014 once the weather was warmer. On 3/1/2014 the customer reported winter damage to the store. Winter damage is not covered under the manufacturer's warranty. We suggested that the customer contact their homeowner's insurance to see if the damage sustained was covered under their policy's guidelines and issued the customer a heavily discounted replacement pool quotation (something that we do not offer to winter damage claims). Labor costs are never covered under any warranty. As of 4/14/2014 our offer still stands. The replacement pool quotation can be processed in their local Namco store location. Thanks, NAMCO, LLC Customer Service
Sent on: 4/14/2014 4:03:42 PM

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 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 2011. In a letter dated June 20, 2014 we explain that we processed the claim using the same criteria as the manufacturer. The 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 purchase. The adjusted prices on the quote would be the consumer’s responsibility. No where in this letter did we indicate the issue was weather related. In the correspondence received from your office [redacted] had asked for a brand new pool to be provided at no cost to her. Unfortunately that request we must respectfully decline. The quote provided details the replacement components needed – which is not a brand new pool in its entirety. As indicated on the letter, [redacted] would bring the quote into the store for processing. Regards, NAMCO Customer Service
Sent on: 8/25/2014 2:23:09 PM

Response:
We are in receipt of your correspondence concerning the complaint filed by the above referenced customer. The letter dated May 6 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 was. The 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 purchase. The adjusted prices on the quote would be the consumer’s responsibility. In 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 him. Unfortunately that request we must respectfully decline. The quote provided details the replacement components needed – which is not a brand new pool in its entirety. As indicated on the letter, Mr. [redacted] would bring the quote into the store for processing. Best regards, NAMCO, LLC Customer Service
Sent on: 6/12/2014 10:47:23 AM

Response:
We are in reference of the complaint filed by the above referenced customer. We 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 repairs. Therefore we can consider this matter closed. Please feel free to reach out to us directly should you have any questions. Regards, NAMCO, LLC Customer Service
Sent on: 6/20/2014 3:34:27 PM