NAMCO

Review: I ordered a Namco-Ocean Blue A frame ladder online June X XXXX. Received it two weeks later. We opened our pool June 23 and were ready to install ladder and put it together. When opened we had no instructions....Went on line for instructions(not a problem). The problem is there are 17 parts missing to the ladder. Called Namco(XXX-XXX-XXXX) for three days. Have not once gotten a human voice....left on line waiting 30 minutes or more then disconnected.....Have tried Human resources, accts, and any ext. only again not to have any human contact. Have left 3 messages on their e-mail, never to hear from the company. I am looking for a return authorization form so I can return this ladder. I also called the Namco in Seekonk ma and they were of no help either. I want my credit card credited for the amount of 209.41.

Product_Or_Service: ocean blue a frame ladder

Order_Number: edp:webXXXXX

Desired Settlement: DesiredSettlementID: Refund

I want to return this ladder and have my credit card credited.

Business

Response:

Business Response /* (1000, 9, 2013/07/19) */

We are in receipt of the complaint filed by the above referenced customer.

We have mailed the customer a return label so they can send the ladder back to our warehouse.

The customer needs to email us a copy of their receipt and credit card information so that we can process the refund. They can send it to the address: [redacted]@namcopool.com.

Once we receive the product back in our warehouse and their documents to the email address, we will move forward with the refund.

Sincerely,

Namco Customer Service

Review: To whom it may concern; I am attempting to resolve the issue with my 15' Willow pool purchased from the North Attleboro, Mass store. This was purchased on 2/26/2009 ( order #XXXXXXXX) & installed in the spring of 2009 through a subcontractor of the company. Last season, when I removed the cover, I noticed the inner edges of the upper rails were corroding. I was advised by the store manager to contact the customer service center. I was directed to take photographs of the condition and e-mail to the address provided, which I did. I never received reply communication and hoped for the best that the condition would not worsen the following year. Unfortunately, when I uncovered this year, it has significantly increased. It is at the point that large pieces of corroded metal are in the pool causing a safety issue, could be damaging the liner and rendering the pool inoperable. I demanded an answer this time around and will not wait a long period of time to hear back. I have followed the directions each year on how to close the pool forwarded by the facility, using only NAMCO products - spending considerable amounts of money in the process. This is a product defect that should not be subject to depreciation as I also sent a note last year with absolutely no contact from their company. I realize this is something that will probably require manufacturer intervention, I am fully prepared to involve them as well. I paid a lot of money for this pool and now am unable to use for my family to enjoy. I have sent two e-mails and only received an auto-reply note advising they have received. I am also sending registered letters to the office listed.

Product_Or_Service: Above Ground Pool

Order_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Refund

Amount of pool (I have been trying to contact for amount, but unable to reach anyone) and installation. I will not buy from them again and need to purchase a different product from other manufacturer.

Business

Response:

Business Response /* (1000, 5, 2013/07/25) */

We are in receipt of the complaint filed by the above referenced customer.

We are very sorry Mr. [redacted] has not been able to get this issue resolved in a timely manner. Under normal manufacturer's guidelines, he would have to pay a pro-rated price for the replacement parts, however because of this continued issue we have sent the customer a quote in the mail to replace these parts for free.

If you have any questions or wish to discuss this matter further, please contact us directly at

XXX-XXX-XXXX ext. [redacted]

Thank you,

NAMCO Customer Service Dept.

Consumer Response /* (2110, 7, 2013/07/29) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

I have received the letter. The terms were to replace the top rails only, however, they are out of stock and not available until spring 2014. Within this letter it states the offer is only valid for 90 days after issuance. I have tried to contact them again to clarify there will not be an issue when I attempt to receive them at the promised date. I am not 100% confident they will follow through due to the previous handling of my complaints.

Review: installation of pool liner resulted in tear of liner.

Purchased above ground pool June 2014. Pool was installed July 2014. Liner was leaking by August 2014. After several failed attempts to find resolution through Namco, I filed a complaint with the Revdex.com. Eventually the liner got replaced the last week of november. Upon pool opening of pool in early spring, noticed a large tear up by the top rail where the liner was bunched up. Large enough tear that water escapes when the pool is at the appropriate fill level, about the size of a small watermelon. Can not get through to anyone at namco to get this resolved and when we speak to someone at the store they say they filed a claim. A brand new pool that has been a complete nightmare from day 1! we have not been able to use it aug, sept of 14 and now cant use it may and heading into june of 2015..

Unacceptable!!Desired Settlement: I would like the liner to be replaced yet again in a timely manner or I would like a full refund. I will be giving this a time frame of end of June. I expect a new Liner, three loads of water and compensation for lost chemicals which I did not get reimbursed for last time. I am at the end of my rope with this company. I may be returning the pool myself first week of July.

Review: I have a two season old pool liner I purchased from Namco that has fallen apart. It is supposed to be a 15 or 20 year liner. I jumped through the hoops they asked for including a detailed description and pictures that are clear and obvious. I understand they warranty only liners that failed at the seam and this can clearly be seen in the pictures. So far between many emails and frustrating phone calls there has been no resolution. First email was sent on April 30th 2013. The last email they sent me said they don't have liners for my pool (funny because I bought it from them in June of 2010). They told me I have to go somewhere else for a liner and that was it.

Product_Or_Service: pool liner

Desired Settlement: DesiredSettlementID: Refund

I have up to now asked them to replace my liner promptly and with a quality liner that won't fall apart in a few years. Now I think I would like a prompt refund of the full price I paid and then I will take my business elsewhere.

Business

Response:

Business Response /* (1000, 5, 2013/06/14) */

We are in receipt of the complaint filed by the above referenced customer.

We believe he received a defective liner as we feel confident in the quality of our products. We would have happily replaced the liner provided we had one in stock. We would like to offer the customer a reimbursement for half the cost of the liner he purchased since it has gone through two seasons of use.

Consumer Response /* (3000, 7, 2013/06/18) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

as stated above Namco agrees it is a defective liner. They also stated they would replace it if they had one in stock. Offering me half the replacement cost is insulting and infuriating. I want a prompt full refund.

Business Response /* (4000, 9, 2013/07/01) */

While we understand the frustration this has caused, we feel that we are going above and beyond by offering to compensate the customer half the cost of the liner. This liner went through three seasons of use so a full refund is not something that we can provide.

Consumer Response /* (4200, 11, 2013/07/05) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I guess I will have to take this to small claims court where you will loose. and there is only two seasons of use. This liner has a 15 year warranty so how does that compute to half the value? You stated before if you had a replacement liner you would give that to me and it seems to me that is giving me full value. You have ruined our pool season and plans for the year. I will never buy anything from Namco again. I will go out of my way to let the public know about your criminal behavior and sleazy business practices

Review: Last June I purchased a pool from Namco. With the purchase of the pool I also purchased the installation package and a 3 year warranty which was an additional $300.00. When the pool was originally installed I brought to the attention of the installation company and the local store that there were rocks under the liner. I was told that it wasn't a big deal that they would not harm the liner and over time would sink into the dirt below the pool. Not even a year later I have a hole in my liner from a rock coming through the liner. I have been trying to contact Namco for two weeks to no avail. I have spent numerous hours on hold when dialing the warranty department. Originally I contacted the Oopps warranty company and was told that I did not have a warranty. I was told to contact the Orange store location to resolve the issue. When connected there is a voice prompt that asked the customer to press numbers for directions, store hours, rewards programs and warranty. After pressing the warranty button I was put on hold for 29.59 minutes and then the phone disconnects. I tried 4-5 times that day in which I was put on hold and hung up on. I wasted several hours of the first day. On the second day I tried again and connected to a customer service representation. Kyra (the customer service representative) explained to me that she couldn't find my warranty and I needed to go to the local store where it was purchased and have them forward the original receipt to them. After going to the local store I was given the "run-around". They told me that there was nothing they could do and I needed to call the customer service number. I explained to them that I have been trying and I was unable to get through. The gentleman at the store give me a "direct-line" which I tried when I got home only to find out it was the same directory and again was put on hold for several hours with the number disconnecting every 29 minutes. I have been going through this issue for the past two weeks with no resolution.

Product_Or_Service: Pool, Deck, Installation, Warranty

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like someone to please intervene to get some resolution. I would like for the Revdex.com to know of this complaint because I am sure that I am not the only customer that is completely dissatisfied with Namco and their service.I would like my pool liner replaced and the rocks to be taken out from underneath my liner.I would like for Namco to be accountable to their customers.

Business

Response:

Business Response /* (1000, 5, 2013/07/19) */

We are in receipt of the complaint filed by the above referenced customer.

On July 12, 2013 we issued the customer a quote for a free replacement liner which he was instructed to bring into the Orange, CT store for processing. We relayed to the customer that we would also arrange for free installation of this liner. Therefore this matter can be considered closed.

Sincerely,

Namco Customer Service

Review: Pool was purchased from [redacted] MA NAMCO 5/17/14, but recent correspondence has been with corporate office. Total cost of pool, oops warranty and install was $3,514.61. Did not receive bathrobe and Oops protection was not as advertised. Additional costs totaled $1,188 for water, electrical, and installation were incurred. Seam tore over winter and wall warped. Upon noticing, a claim was filed with NAMCO Corporate and 4warranty on 4/9/15. Close up photos of seam separation sent on 4/15/15. The parts were still covered under extended warranty. Requested an estimated delivery date on 04/29, 05/01, 05/11, 05/12, and 05/13. I was told wall was ordered before 4/29 and finally told 4 weeks for processing. I said I would come on 5/20 to pick up parts. I drove 30 minutes and parts were not there. Still no ETA and cannot set up appointment with servicer. Contacted manufacturer direct. The order was not placed until 5/5 and it would be received tomorrow in CT. I asked the store to overnight it to my house and they were unwilling to accommodate. They are requiring pickup from the [redacted] store. They stated I could have a refund. When asked to clarify what the refund would be for, they stated only for the (free) part that was ordered for the inferior quality product. I wish I had read the reviews before I did business with this company. They employed deceitful practices, did not meet the warranty agreement, and caused a lot of undue stress and anxiety.Desired Settlement: I would like a refund of $4,702.61.

Review: IN JUNE OF 2013 I PURCHASED A POOL FROM NANMCO. HAD ONE OF THERE LISTED INSTALLERS PUT IT IN. THIS PAST MARCH POOL COLLAPSED BECAUSE LINER HAD RIPPED AT SEAM LETTING WATER OUT. BECAUSE OF THIS POOL CAVED IN ON IT SELF CAUSINGMAJOR WALL TEAR. I WENT TO STORE TO START THE PROCESS OF WARRANT FOR I HAD NOT YET HAD THE POOL 1 YEAR. PEOPLE AT STORE RECEPTIVE AND TOLD ME IT WAS NOT WEATHER DAMAGE WHICH IS NOT COVERED. THIS IS WHEN I WAS PUSHED OF TO NAMCO CORPORATE. THEY REFERRED ME TO POOL MANUFACTURE WHO TOLD ME DAMAGE WAS NOT COVERED. WENT BACK TO NAMCO AND KEPT GETTING RUN AROUND AND DIFFERENT STORIES. THEY TELL ME POOL IS ONLY COVERED FOR A 25% PRO-RATED WARRANT Y FOR DAMAE LESS THEN A YEAR. NO ONE WANTS TO HELP YOU. THEIR GOAL IS TO PUT YOU TO SO MANY PEOPLE THAT YOU EVENTUALLY GET FRUSTRATED AND GIVE UP. I CANT BELIEVE A FAMILY POOL COMPANY WOUL TREAT YOU LIKE THIS. I AM COMPLETLEY DISSAPOINTED WITH THIS COMPANY AND THE FACT THAT NO ONE WILL HELP YOUDesired Settlement: I WOULD LIKE THE PARTS REPLACED FOR FREE. THEY WANT YOU TO ORDER NEW PARTS AND PAY SHIPPING THAT IS JUST AS MUCH AS THE PARTS. NO ONE WILL HELP YOU OR LISTEN TO YOU.

Business

Response:

Response:

We are in receipt of the complaint filed by the above mentioned customer. As of 4/16 this matter can be considered closed. The pool manufacturer and holder of the warranty has agreed to help the customer with the cost of replacing the wall.

Sent on: 4/21/2014 3:12:10 PM

Review: We bought a pool in August & if we took delivery before December 31st we could get the pool package in the spring for 50% off.. I learned yesterday that they are closing all stores in PA, MD, NJ, & DE. I called the home office & was told they will not honor the coupon. We were never notified by them that they were closing the store. I told the woman I spoke to that I was going to contact the Revdex.com & the attorney general's office. She didn't seem to care. I also asked to talk to someone higher than her,she told me there was no one & hung up on me. The regular price of the pool package is $1,100.00. We should be able to get it for $550.00. The package includes ladder, pump, chemicals, etc.

Order_Number: XXXXXXXXXXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want to go to store before they close and get pool package for 50% as promised.

Review: On July 20th 2013 I ordered online from Namco a pol liner that was suppose to be 27x52 Metal diamond print. I recieved a box a few days later that was all retaped but as I checked the liner it seemed to be undamaged. As the liner was being installed on August 17th it was notices that the liner was not a 27 foot liner but a 24 foot liner. After several phone calls and e-mails talking with [redacted] and [redacted] from customer service and sending several pictures to them they told me that sorry it is not their problem.I must have made a mistake in my ordering!! I requested to talk to a manager and got the run around and never got through.. Even after several attempts and specifically asking for a manager was denied. All I am asking is to get the proper liner. I have pictures of what was shipped and it comes no where near close to what I had ordered..

Product_Or_Service: Pool liner

Order_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Replacement

would like the proper liner shipped!

Business

Response:

Business Response /* (1000, 5, 2013/08/29) */

We are in receipt of the complaint filed by the above referenced customer.

After speaking with the customer on numerous occasions both through email and telephone; we have still come to the same conclusion that the liner we sent the customer is the one the customer had ordered. This has been confirmed by the photo of the carton label he sent in and by his invoice form.

If the customer still feels that he was sent a liner in error, we can replace it for him free of charge however we do not have any more j-hook liners in stock and the liner will have to be replaced with an over the wall.

Please confirm this is resolution is acceptable in order to have the new liner shipped out.

Thanks,

NAMCO Customer Service Dept

Review: We have had nothing but problems with our pool since making our purchase of a 24' [redacted] on 4/14/13 from Namco. My phone calls to Namco have been endless including trying to reach and speak to someone at the headquarters. My last phone call on 5/13/15 to supposedly a manager at the headquarters has yet to be returned. Customer service is rude and no matter how many times you call nobody can assist you. Since setting up our pool by one of Namco's trusty installers, our problems still continue. A chlorinator that didn't work immediately after being hooked up. After a week of no chlorine readings, Namco finally told us to bring it back for another. We shouldn't have had to replace it after 1 week of being installed. Shortly after our installation, we noticed that we were loosing water every day and had to constantly keep filling it up. Namco claims it wasn't there liner and they only cover if it is ripped on a seam. Really, Namco, NOT your liner. Where do you store your products? Offering us a discounted liner that we will still need to pay for. Not acceptable! Our liner is still not repaired because we patched it until we can afford to pay for another one, installation and more water approx. 1000.00 or more. As of recently (May 11, 2015) the pump broke yet again. Yet another repair we had to pay for. We have other problems as well, however, the list is too long to continue on here with such short space to write. We are fed up with not getting phone calls returned or anyone with authority to assist us. [redacted] and [redacted] should be ashamed at how Namco conducts business. Nobody should buy a pool from this company. They are the worst company to deal with and are clueless. I can guarantee their products have been sitting in a warehouse somewhere for a long time. Would love to share how many more problems we have with any Namco manager or CEO who can handle complaints. I'm sure you get plenty. Let's see if anyone at Namco is capable of resolving such issues.Desired Settlement: We would like Namco to resolve all our issues (including the ones I didn't have room to mention on here). We would like Namco to pay at least the remainder of our junk pool off $1200.00 so that we may purchase a new liner (elsewhere) and hire a new installer and have water trucked in yet again. As of 5/27/15 The [redacted] couldn't assist us saying you were sold off to another entity that their connection was no longer there.

Review: My pool purchased from Namco, was installed by ([redacted] Contracting) Namco's sub contractor on 5/26/14 and filled on 5/28/14. On 5/29/14 I found a bulge in the wall/upright of the pool. I contacted [redacted] Contracting and sent a text with pictures. I was told if anything it was a manufacturing defect. Not believing this I went to the Namco store and was told by the manager this is a manufacturing defect wait a few days it should straighten out. Instead it got worse. After numerous phone calls to Namco's corporate office [redacted] finally came to my house on 6/11/14. He said my pool would need to be repaired and he would contact [redacted] to do it. After numerous phone calls, emails and finally a certified letter addressed to [redacted] received on 6/22/14 and signed for by [redacted] I have still not heard from anyone. I feel I have been more than patient and would like my pool repaired without anymore delays.Desired Settlement: I would like my pool repaired or replaced without further delay. It has been about two months since I first contacted Namco. This needs to be taken care of.

Business

Response:

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

Review: I have many complaints about this company. I purchased a pool from Namco in May 2013, by July 2014 there was a hole in the side of the pool. I contacted Namco regarding the pool and since then it has been nothing but a hassle. After filling out their required paperwork and submitting pictures they told me they would NOT REPLACE my pool and that they would sell me the same pool "at cost". I called them and let them know that the pool was indeed under warranty and I was not going to buy another pool even if it was at cost. After many calls to the corporate office and no return calls I finally had to re-purchase the pool from the [redacted] store so that my kids would have a pool this summer. I ordered the pool from that store on 3/26/15 and was told it would be in and ready for pick up in 2 weeks. As of today I still do not have a pool. My complaint is towards Namco's lack of customer service at the corporate level, the quality of the product they sold to me and Namco not standing by their warranty. I was told by Namco that I would need to contact the manufacturers of the pool liner and pool wall and argue my case for a replacement pool at no cost. I purchased the pool from Namco and regardless of who manufactured the equipment I believe that as a consumer of Namco they should be the ones to fight it out with the manufacturer of the faulty product.Desired Settlement: I would like to be refunded the amount of money that I had to pay for my replacement pool $643.51, install cost for replacement pool $750.00 and water delivery $300.00(the water drained out of the hole in the side)Total $1,693.51

Review: I purchase a patio set from Namco Pools in [redacted] in Apriil 2013. From the very beginning the furniture was a complete disaster. Out of four chairs, four were defective. We had to bring those back to the store and go back in a week to pick up new ones. Many times the replaced chair was defective also. When the furniture was delivered initially, we opened up the box that held the four regular chairs, it had NO HARDWARE and NO INSTRUCTIONS included. We called the store in [redacted] and requested they send us four pkgs of hardware to assemble four chairs. We receive only ONE pkg of hardware. The box that held the two swivels chairs had only 1 pkg of hardware included. The chaise lounge was grossly defective with a huge open gash in the metal. The umbrella was defective which WE had to bring back and go back again to get the new one. One chair had two left legs. One chair had the bolt holes too big so the bolts wouldnt stay in. The third chair, the legs were warped so they didn't lie level on the deck, the chair wobbled. The fourth chair was missing some welded material on the front of each leg which helped the chair from rolling forward when sat in. I called the [redacted] store many many many times with issues and was always told "so and so will call you back". Not once did anyone call me back. All the six chairs have made big scratches on my deck floor. The metal on the entire set gets so scalding hot when the sun shines it would literally burn your skin and we were not able to use the set this summer at all because of the extremely hot metal on all pieces of furniture. Meantime, I had been calling the store repeatedly telling them my issues. Recently my husband had to return a chair, he physically brought the chair back to the store, they SAW it in person and said they would send us another. Well, when it was delivered, I opened the box and it was a swivel, not at all the chair my husband had brought back. There have been many more problems. Don't use the CODesired Settlement: I ABSOLUTELY DO NOT WANT THIS SET, IT IS A PIECE OF TRASH, IT'S CHEAP, HAS BLOBS OF METAL WELDING MATERIAL ALL OVER IT, WE PAID $2,545.60 AND IT HAS BEEN ONE PROBLEM AFTER ANOTHER LITERALLY FROM THE DAY IT WAS DELIVERED. WE HAVE GOTTEN NO SATISFACTION FROM THE NAMCO CO. I CANT EVEN GET ANY ONE THERE TO CALL ME BACK WHEN THEY SAID THEY WOULD. I WANT MY MONEY BACK. THAT IS WHAT I WANT!! I WANT THE ENTIRE AMOUNT REFUNDED TO US.

Review: I purchased an above ground pool from Namco in May It was installed three weeks laterAll of the products, materials and installation were purchased through NamcoBefore I left for work (approximately 7:45am) on April 14, I noticed that the water level appeared to be lowerAt this time it still had the winter cover on the poolWhen I came home from work that evening at approximately 5:30pm I noticed that the pool was emptyThere was no water in the pool and the winter cover was laying at the bottom of the poolI went out to look at the pool and saw a large rip along the bottom seam of the poolI also noticed that one of the support pillars was bentThe next morning April 15, I called Namco in [redacted] where I purchased the pool and spoke with the store managerHe informed me that I needed to call the warranty company since the pool was under a year oldI then called the warranty company and explained what happenedThey informed me that I needed to go through Namco because the pool was under a year old and they would cover the costs associated with repairing the poolOn April 18, I went into Namco with pictures of the pool and they informed me I had to go through the corporate officeMy husband, [redacted] called the corporate office on April 21, and spoke to [redacted], a customer service representativeShe told Steve she could help him and someone would come out to look at the poolShe said that she needed to open up a claim and needed some information from usShe said she would send us an email with the information that she neededOn April we received an email from [redacted] and she stated that she would schedule the installer to come out and look at the pool and needed some information in order to open up the claim (I have a copy of this email)On April 27th we sent the information to the email address [redacted] provided (I also have a copy of this email) and attached pictures of the pool (was the maximum number allowed per [redacted]'s instructions)At the bottom of the email it said that we should allow weeks to hear a responseOn April 11, I called [redacted] and asked her the status on our claimShe checked the records and had no informationShe said she never received an emailI explained to her that I never received notice that the email failed to deliverShe said that is not how their system worked and I wouldn't know that the email did not deliverI explained that I sent the email as she instructed and she insisted that she did not receive itShe instructed me to send the email again and she would put this as a priority and push the claim through so we did not have to wait another weeks for a responseI resent the email to [redacted]She called me back approximately hour after I sent the email and told me that due to winter damage our pool was not covered by the warrantyShe stated that Namco would offer us a 15% discount on materials and began going over what I needed to purchase and the cost for each itemI asked her when someone would be coming out to look at the pool and she informed me that nobody would be coming outI questioned her why this had changed and she told me she never said that someone would be coming outI asked her why the pool was not covered by the warranty as it was less than a year old and she said they don't cover winter damageI asked her how she knew it was winter damage without anyone looking at it and she said they could tell by the picturesAfter I disagreed with her and told her I wanted someone to come and look at the pool she said that nobody from Namco would be coming to look at the pool and there was nothing more she would doShe hung up and ended the conversationMy husband contacted Namco the following day and spoke with another representativeShe gave him the same information and hung up on him shortly after, stating that Namco was not going to pay for anything.Desired Settlement: We want Namco to honor the warranty and replace all parts necessary in order to fix our pool

Review: I purchased a pool from Namco which was completely destroyed this past winter. I filed a Warranty claim through Namco to the manufacturer of the pool. I was told by Namco that this process would take up to 2 weeks. On day 12 I called into Customer Service because I had not received any response of any kind from Namco. At that time, they informed me that they were unable to open the pictures I sent them 12 days earlier, therefore, my claim was not actively being worked on. Why did they not let me know that they couldn't open the pictures? I resent pictures and had to follow up via email and phone several times before finally being able to get through to somebody. I asked about my claim again and again they told me they couldn't open the pictures. I resent the pictures....again, this time in a smaller format (although I copied myself on all of the picture emails and I had no problem opening the pictures from my email). By this time, we were way past the "up to 2 weeks" point and Namco never followed up with me. I constantly needed to follow up with them regarding this claim. They finally sent me their proposed settlement, after I had informed them that my pool was completely destroyed...the liner was torn almost the entire circumference of the pool plus there was a large tear in the middle of the pool. The bottom of the walls all buckled out, the wall unbolted under the filter, most of the bases cracked, and a number of the supports were bent. Namco's proposed settlement was 15% off a new liner! I was so upset. It was insulting. I had a local pool rep who installed our pool come look at it. He agreed it was completely destroyed and in no way salvageable. I asked if he can write up an inspection report so that I could send that in to Namco as further proof. He stated that he can't do that because his company used to work for Namco, but no longer does. They severed ties with Namco because they were so tired of all the customer complaints regarding their pools. He told me he knew of up to 100 other Namco pools that were destroyed during the winter. I called Namco and told them to send one of their reps out to view my pool, but they told me they would not do that. They apparently do not care about their customers enough to do that. I inquired about the insulting liner settlement, and guess what their answer was? They said they offered me 15% off a new liner because the liner pictures were the only pictures they were able to open!! I was beyond frustrated. Why didn't they contact me to tell me that they still couldn't open some of the pictures? Why couldn't they open them? I sent all the pictures in the exact same format so why would they open some but not others?? I resent the rest of the pictures...again for the 4 or 5th time by now and did not hear back from Namco again. I tried calling Customer Service and was on hold for 17minutes before I was hung up on. I called back and was on hold for another 26 minutes before I was hung up on again. I called back and left a message with their finance dept because that is the only dept I could get a hold of that actually had an answering machine. The rest of the dept also kicked me back to Customer Service. Finally the same Customer Service lady called me back. I asked to speak to somebody in the Warranty Dept but I was told I could not do that and that she would be the one helping me. I asked about the status of my claim and she said a letter had been generated and would be sent out, but she would not tell me what the new settlement was. I finally received the new settlement in the mail and they were offering me $200 off a new pool!. I was furious. I called back and asked to speak to the Warranty Dept but was denied again. I told the Customer Service lady that I wanted a free replacement pool with a better warranty or my money back. The customer service lady said they would not do that and the $200 off a new Namco pool was the best that they can do. This was now week 5 of what was supposed to take up to 2 weeks. Namco does not stand behind their products. My pool completely failed over this winter, and Namco couldn't care less. They want me to spend money to buy yet another Namco pool! There is no way I will ever buy another Namco pool or shop at their store after this extremely frustrating process, especially because of how they treat their customers and the completely inferior quality of their products. I am still demanding a refund on my money for an inferior pool that was completely destroyed over the winter, while other non-Namco pools are fineDesired Settlement: I want a refund on my pool because it is a completely inferior product made of inferior materials which is evident because every aspect of the pool was destroyed over the winter

Review: May of 2013 I had a pool installed from Namco pools. They send out a contractor of [redacted] pools which went good. Shortly after the install I noticed that the buttresses on my pool were poking up from the floor. I have a 1 year warrantee on the install of the pool so, I went to the orange Namco store where I had purchased my pool and filed a warrantee claim which they informed me that they would get in contact with me. They did not. In the spring I made numerous attempts to contact the store and Namco head quarters but was unsuccessful reaching someone to answer the phone on many attempts and, when someone did answer the phone they were not able to assist with my issue and promised a return phone call. They did not. I went to the store and the store manager sent a email in front of me to the Manchester office and promised me that someone will respond. They did not. I then found the number of the installer and called him which he answered and then told me that he would come out and take a look (whooo hoooo) so I set up a appointment with him on October 8th of 2014 which he did not show for because he had court date with a family member to attend and forgot to let me know so we rescheduled for the end of the day the following day. He did not show and he is now not returning my phone calls.

I am a very busy person that does not have the time to deal with this lack of professionalism and surely not the time to file a complaint. It takes a lot for me to take the time to complain about a business but I do not have any other options at this point. This is my first complaint that I have had to use the Revdex.com ever in my life!Desired Settlement: I would like a partial refund on the install of my pool or a repair from a different contractor.

Review: we purchased a pool less than 2 years ago with an extended warranty. this winter out of no where we noticed in less than 2 days the pool water inside dropped water dramatically, my husband and father pulled off the winter cover as soon as they were able to clear snow to get to the pool and noticed the pool had lost over 3 feet of water, we searched the pool and noticed a tiny hole from the outside wall that had rusted from the outside in and punctured the liner. this is obviously a manufacturer defect by who made the wall. we went to namco and they said they never seen anything like that and agreed with us and told us not to worry it would all be fixed to call the warranty hotline, we did and after sending pictures via email they refused to replace or even fix anything, they refused to even send someone to check the pool. they said there was nothing they could do, that there was rust because of the manufacture defect and that's not covered by them neither is any defects in their products and we were" stuck".they "only cover ripped seems" I asked what do we do because we obviously didn't do anything to the pool and she just said "good luck" we paid 6 grand and no one will help us our pool will now collapse and we are unable to use it! thank god this didn't happen during the swimming months our children could have been seriously hurt or killed.

Product_Or_Service: 3/27/2011

Order_Number: XXXXXXXXXXXXXXXXXXXX

Account_Number: XXXXXX

Desired Settlement: DesiredSettlementID: Replacement

All we want is the pool exterior wall and liner replaced (any damaged parts) and installed with no charge to us. in a timely fashion.

Review: Letter I sent to Namco customer service: My name is [redacted] and I live at [redacted]. I am writing because I purchased a 24 above ground pool from Namco that has a 40 year warranty.I originally purchased it in 2006 for $1907 plus $900 for installation and in 2009 water was pouring out of the side. The company gave us a new wall and we had to pay $152 for the replacement liner and we had to pay $800 for the installer. When we opened the pool in 2013 and noticed the wall was again rotted and water was pouring out.We were given a new wall and liner in the winter of 2013 and when the pool installer came today to install the pool he was not able to because all of the components are rusted as well. So far we have paid $3759 and we have a pool that is completely rusted and rotted. We went the entire summer last year trying to get this resolved. We are hopeful that we can have a pool this summer please give us a speedy reply! A 40 yr. pool should not be doing this every 3 years. Our first pool lasted over 30 years. Please let me know if you need anything else from me. My cell number is ###-###-#### my husband Tims number is ###-###-####. Thank you[redacted]Desired Settlement: We need all of the pool components, all we have is a wall and liner. I emailed them a letter from the installer saying they are not able to put the pool up with these parts, as well as photos showing the damage. Namco reference number from last year is 40136. We went all summer without a pool last year waiting for them to resolve this and we are hopeful that we can get a response in time to have a pool this summer. Please help us expedite this if you can. Thank you,[redacted]

Business

Response:

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

Review: On 6/23/2009 I bought a 30x15x52 pool at your [redacted] store **. Transaction #[redacted]. I spent $1923.88. In April of this year I put in a warranty claim including pictures as requested. The side supports and walls caved in and the liner collapsed. We lost most of the water into my neighbors basement. We were able to take care of their basement at our expense but would like my pool replaced free of charge. Within 1 week of my claim I received a warranty quote #[redacted] offering me a pool for $2040.00 which is unacceptable. I called the manager [redacted] at your [redacted] location she suggested I can customer service and hit [redacted] to speak to [redacted]. I have now spoken to customer service 5 times explaining my story over and over again with no satisfaction. I was offered an extra 20% off the quote. I was told that Namco is the middleman and that they spoke to the manufacturer on my behalf and that the manufacturer made the offer of $2040.00.I then called the manufacturer and gave them all of my information. They said they were NEVER contacted by Namco on my behalf. They told me to contact Namco main headquarters. I called and I accused them of lying about contacting the manufacturer. They apologized and said they had a prorated agreement with the manufacturer. I demanded to speak to someone higher up in the company and my request was denied. This is my last attempt before I go public to nationwide news stations to unveil Namcos unethical practices. I have seen thousands of similare complaints and will reach out to other people to fight this legally. Since April NO ONE has returned my calls.Desired Settlement: I am looking to get a replacement 30x15x52 pool and liner and no expense to me. I will personally pay an installer. If this claim is settled I will NOT persue anything legally or publically shame your company. Nothing less than a full replacement is acceptable

Review: In addition to my complaint being a sales issues, this is also an advertising issue. I will first speak about the advertising issue. On May 24, 2015, my wife and I purchased a pool through Namco. They were having a sale for Memorial Day weekend which included guaranteed installation of your pool by Father's Day. We received a call from their installation company two days later that their first available install date was July 1. This was 2 weeks post Father's Day. I immediately spoke with [redacted] who said they would reassign it - this did not take place. I then spoke with [redacted] (manager) and [redacted] (store manager) who stated that the install would take place prior to Father's Day. This did not happen - install took place on July 3. If installation could not happen for over two weeks past the guarantee, then Namco knowingly made a guarantee to their customers that they were not able to stand behind. This is not good business practice and the Revdex.com should be aware. For the sales issue - [redacted] did not make us aware of several costs associated with our purchase even though we were very clear that money was a huge consideration for us. After our install, we found out we needed to hire a plumber - this was never stated to us. He also made us apply for another credit card stating our previous one had become inactive since we did not use it in the previous year. Following our purchase, we found that was not the case which resulted in us requesting more credit. [redacted] downplayed all of the associated costs for the pool and was more concerned about making the sale. Since my purchase, I have sent a significant amount of emails and made several unanswered phone calls. I have been corresponding with [redacted] and [redacted] since my purchase and I have been told several times over the past month

that I would receive a $200 credit on my credit card and that they would extend my terms for the financing. After several follow up emails, I have yet to receive the credit or the new financing terms.Desired Settlement: Since July 7, I have been promised that a $200 credit would be put on my account. I would like to have this taken care of immediately. I have also requested that my financing terms be extended from 36 months at 0% to 60 months at 0%. I would like Namco to honor my request. In terms of the advertising, I would request that the Revdex.com review Namco's practices to ensure that when they make a guarantee during a sale, that the company ensures they can stand behind the guarantee.