NAMCO

Review: We purchased a 24' round pool from Namco in Auburn, MA 4 years ago today. Last weekend we noticed two large rust spots on the sidewall. When touched with a finger to see how bad it was, water started pouring out. Keep in mind the pool has been used 3 seasons. Out previous pool lasted 15 years and didn't have this problem. I contacted Namco's Corporate office and was told to take photos and send them, along with a description of what the issue was to their warranty department. One week later, I receive a letter in the mail stating that rust is not covered under warranty (EVEN THOUGH THE POOL IS ONLY THREE YEARS OLD) so they will give us NOTHING. They attached a quote for discounted replacement parts, but at the bottom of the letter, the replacement parts are out of stock for the season. Surprise there. I called corporate again and was then told to contact the manufacturer of the pool, [redacted] Industry, who decide if you get your warranty or not. But [redacted] oddly enough does not have a phone number, you have to email them. Basically, Namco sells poorly made products and when something happens you are on your own.Desired Settlement: Honestly, I think we should get a whole new pool for this issue, but I would at least like a decent percentage of our money back for this. A pool should not rust after only three seasons.

Business

Response:

Response:

We are in receipt of your correspondence concerning the complaint filed by the above referenced customer. [redacted] submitted a claim indicating a rust issue with their swimming pool that was originally purchased in 2010. The response letter issued on May 13 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, Mr. [redacted] had asked for a brand new pool 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: 5/27/2014 3:44:49 PM

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the letter sent to us also states that the parts needed are out of stock for the season. We 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 us. I 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 happens. IT IS NOT NORMAL WEAR AND TEAR to rust in such a short time. If 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 season. Clearly nothing will be coming back to us because Namco treats their customers like dirt, and we will never purchase anything from this company again. Nor will many other people judging by all of the complaints from other customers I have read regarding warranty issues and poorly made products.

Sincerely,

Review: On April 4, 2015 I went into the [redacted] store of Namco to order so replacement parts for my pool. I dealt with [redacted] who did not know how to ring up the order and someone else did this. [redacted] was rude but not overly that bad. On August second I went in to order some more replacement parts. [redacted] said that she was not sure if the top coping was available and that she would email corporate office and have them contact me in a day or so.. I went in on a Sunday and the office was closed. She then asked sarcastically am I sure if these were all the parts I needed. I said I am not sure and what was the problem with ordering parts. My wife was there at the time along with a blonde associate of the store. After two weeks I went back to the store and the blonde associate said [redacted] was not there and I asked for the corporate number which she gave me. I called Namco corporate on Tuesday and left a message in the general mail box. No one called me and I finally got corporate on Thursday. I talked to Nicole and she said the parts were available and to go back to the store and order my parts. On Sunday August 23, 2015 I went back to the store to order my parts and [redacted] said she needed the parts #. I cave her the number of the caps sku [redacted] because I ordered them in April. [redacted] need the number from corporate and I said you just wanted to know if they were available. [redacted] said she would email corporate again, and I told her why? they never respond. I was going to call corporate but after her rude and sarcastic attitude decided to file a complaint.Desired Settlement: I just wish to finish putting new parts on my pool and get the parts ordered. I am not asking for anything special just to order my parts. A course in treating customer that spend thousands of dollars on pools and chemicals with courtesy and a being just a little nice would probably benefit the Namco company and customers alike. You know I will never buy another pool there and this is my third one.

Review: I bought a pool at Namco in [redacted]. in April, 2014. Paid $6,00 in full including having it installed. I was told it was it was guaranteed for a year. In April of this year the wall of the pool pulled away from one of the brace and buckled causing the skimmer to crack. I notified the company and was told to take pictures and email them to the company. They responded in writing in May informing me that they determined the damage was done from winter damage and does not qualify for coverage. They did offer me a discount for replacing the wall from $1,070. to $909.50. The liner would cost me$280.49 from $329.99. After several calls and talking to several people they decided they would only charge me $750.00 for the wall and $275 for the liner. I finally agreed, ordered and paid on July 15th for the new wall and liner. I was told by corporate office and the local store I would have to wait two weeks for deliver at the local store and was expected to pick it up. Also I have to pay to have it installed. They do not deliver to my home for replacement parts. It is now three weeks later and no pool. I called the store and was finally told it would be another week to two weeks before I will get my pool. They tell you one thing then does another. They don't stand behind their product or guarantee. On the [redacted] , Namco had an ad stating they have lifetime warranty on all their pools. I can't even get what I paid for. I feel I was treated poorly. I have a empty spot where a pool should be with metal braces sitting on my lawn.Desired Settlement: I want a pool and I shouldn't have had to pay this much for it. Registered complaint against Namco.

Review: Namco sold us a pool .then they hired out a subcontractor to install it. the subcontractors were [redacted] and had a fight on first day of install. Police were called in with an ambulance one employee was taken to the hospital and the other was bleeding from mouth and neck ,his shirt was ripped. My twin boys saw the hole thing happen. The police made them walk away from my property because they were to [redacted] to drive. The next day one of the boys woke with hives. The owner of this company [ [redacted].} came to install the pool even with the owner Fredrick A[redacted] on the job the pool needs to be fixed and or replaced. Later that day my boy needed emergency care and through the night. Stress could of caused this we may never know!Desired Settlement: I believe Namco should credit my account in full and replace or fix new pool and cover all expenses.

Review: I purchased a patio table and the table came in damaged and I returned the table. Another table came in, the last one in stock and the table came in damaged. Now I have 6 chairs and a damaged table. I asked the manager for a credit of some amount to my credit card and I brought in pictures of the damaged table. The manager ([redacted])from the [redacted] Namco sent in a warranty claim and asked for a store credit. I called customer service and talked to [redacted] about the store credit. I do not want any more merchandise from Namco and I cannot use the store credit. So as a consumer I will lose. [redacted] talked to her supervisor [redacted] and Namco will not give me a credit to my credit card and the stores are closing on September 21st for the season. I would like this to be resolved. The store credit is not good to me. [redacted]Desired Settlement: A credit amount to my card.

Review: I purchased a pool at NAMCO which included installation. When the installation company arrived they held me hostage by forcing me to pay fees that were not outlined in the contract with NAMCO. The installer stated that if we do not pay him cash for what he is asking for he will not install our pool. We paid him $280 cash, because we had no choice and he began installing the pool. Once the pool installation was complete he harassed my 72 year old mother forcing her to write him an additional check for $75. My mother wrote him the check because he told her that he would not leave the property until she did. After he left my mother put a stop payment on the check which cost her $25. Later that day when I arrived home I discovered that the installer never completed the installation. The motor and filter were left in pieces and not hooked up. I also discovered thy they left all of their water, Gatorade and soda bottles in my yard along with several cigarette butts.I contacted customer service and said they were very sorry and would get back to me with a resolution on Monday 7-14-13. I never heard from them and had to call over 8 times to have someone get back to me with a resolution. I told them I have not signed the installation contract and do not authorize them to charge my account for the install. They told me they will anyway and will give me a $200 store credit. This is insulting and unacceptable.

Product_Or_Service: PoolDesired Settlement: DesiredSettlementID: Other (requires explanation)

I have not seen a bill yet so the amount they have charged me is still unknown. I want half of the installation credited ($500) and the cash amount of $280 plus $25 for the cancelled check returned.

Review: On 4/6/13 I purchased a new pool from Namco with installation. It was delivered and on 5/17/13 [redacted] and his team came to install it. They arrived at 5:30 AM. By 5:45 AM they asked where the sand was for the sand filter. It was not delivered with the rest of the package. [redacted]'s team worked hard on installing the pool. They were done by 8:20AM. Since Namco nor any other pool store opened until after 10AM - they said I'd have to complete the filter. I purchased the sand - loaded it into the filter. When the pool was finally filled I tried to run the filter and there was water pouring out of it. By 11:00 AM 5/18/13 I called [redacted] and told them that I had a problem. He said to try to tighten it up. After a couple of hours it seemed to be OK. After a little more time water was pouring out of it. At first they were going to return at day's end. They then called and said that they could not make it on Saturday - they would be here on Sunday. I just got the call from them today and they said they will not be here until Monday May 20th. In the meanwhile water continues to flow out of the pool. I called [redacted] at Namco on Saturday and he agreed that I should have gotten sand. He said he was sorry and I could pick it up. I told him I already purchased it elsewhere. He offered to call [redacted] and push him to finish the work I paid to have done. I told him that they would be out on Sunday the 19th. If not, I would call him back. I just called and he is not working today. I got someone who is not very helpful. Also when [redacted]'s crew left there were several dents in the pool. He said the water would push them out. All of them are pushed out except one. It is near the bottom and I am very concerned about the safety of the pool.

Product_Or_Service: Madera 18' Round pool package/installation

Order_Number: 343

Account_Number: N/A

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Either I want things corrected. The filter tightened up and not leaking and the dent removed from the pool in a TIMELY manner or the filter and pool replaced or to simply call the whole deal off and they can come and pick up their pool. If Namco had shipped everything I purchased - this problem would never had occurred. (Pool purchased on 4/6/13 [redacted] No [redacted]

Business

Response:

Business Response /* (1000, 5, 2013/05/29) */

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

Our installation manager, [redacted] visited the customer's home on May 22, 2013 at 2:30pm to review the situation. He concluded that there was in fact an issue with the way the filter was installed and had made arrangements with our subcontractor [redacted] to correct the problem.

We have since confirmed with [redacted] that he has made all adjustments the customer had requested, with the exception of the wall which the customer agreed to address in the fall.

Should you have any further questions, please feel free to contact me.

Sincerely,

NAMCO, LLC Customer Service Manager

Consumer Response /* (3000, 7, 2013/05/31) */

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

I am waiting on something in writing that they will replace the wall, the liner and pay for the water to refill the pool in the fall. Also credit me for the sand that I had to purchase as they did not supply.

When these points are satisfied I will close the case but not until these things come to pass.

Business Response /* (4000, 9, 2013/06/11) */

We have mailed the customer a letter confirming the replacement of his wall and liner, and reimbursement of water and sand costs.

Consumer Response /* (4200, 11, 2013/06/13) */

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

I would like to leave this open to ensure that Namco follows through on their promise to repair the problem at the end of the summer. If I accept this now I am unsure as to whether or not the problem will be resolved as agreed.

Review: Do not buy a pool from these people!!! Bought a 24ft round pool and in 2 years the wall rusted out and is leaking. Called customer support and all they can do for me is give me a prorated price on the wall. I not only have to replace the liner but have to pay for the pool to be taken down put back together and new water delivered. Worse customer service ever. How can you sell a product that is warranted and in 2 years its defected and not back your product up?Desired Settlement: Replace the entire pool. Because of their defect it is going to cost us not only the money to take the pool down but put it back up. I want a completed replacement, Pool, Liner everything.

Review: I purchased a pool in June of 2014 with a warranty. My pool liner seam failed. It took 2 months to get a new liner ordered after daily calls and messages which were never returned. I had to bring the liner into the [redacted] store. Then it took another month to get the warranty company to call me back to set up installation. Upon installer inspection, it was noticed that the pool wall itself was not installed properly (handled by Namco contractor) and was damaged. There were several weeks that had gone by before I could get ahold of anyone to find out the status of another pool wall. I left several voicemails and emails to the corporate office which were never returned (the store phone is usually forwarded to the corporate office). I went into the store again to find out what was going on where I was informed that the pool wall could take up to 6 weeks for delivery. Its been 6 another weeks and I still do not have a call-back or status, and no pool in mid July which I am still paying my monthly loan on.Desired Settlement: I would like my pool wall expedited (they stated it comes from Canada) and installed immediately with Namco covering the water delivery (its too late in the year to warm up on its own at this point). I would also like an adjustment to my outstanding balance for lost time and aggravation having to take multiple trips to the store because no one would respond. I have logged all of emails and calls. Considering I will be paying for a pool to which I do not even have, I think this is more than just. Personally, I work in the business world as a Vice President of Sales and I am astounded by the lack of service and acknowledgement to customers on multiple levels.

Review: I purchased a pool from Namco in September of 2013. It was installed mid July of 2014. I used this pool for 11/2 seasons and it fell apart beyond repair. Namco claims it is a weather related issue and they don't warranty weather damage. I have lived in Ct. all my life and the winters here are the same. Snow, ice, and rain. Most people with pools have their pools for 20 plus years. I just want a fair deal. Namco will let us purchase a new pool , a liner, and skimmer for a discount of a few hundred dollars. I just payed in full before they installed the pool $4776.17. This does not include the $600.00 for the pool water which I will again need to order. I also will have to pay for demolition of existing pool and install of new pool. This seems to be an inferior product to other pool companies who have customers whose pools lasts for years in our Ct. Winters.Desired Settlement: I would like a full refund for the pool and the installation cost of $4776.17. I do not want a replacement pool because I do not wish for this to reoccur.

Review: We purchased a pool from Namco in March during their spring sale. We thought everything was great from the time we walked in the door. We paid just under $3,500 for everything - installation included. I was told there would be no additional costs aside from our electrician. We went through with the purchase and were given a receipt and that was all. Towards the end of May we were contacted by the contracted installer to set a date for them to put the pool up. At this point we had not even picked up the pool. My husband went the next day to pick up the pool. He was given everything he needed and was told he should be all set. The installers arrived a couple days later to start - they went through all the parts and realized a bunch of times were missing. They gave us a list of the missing items and my husband drove to the Namco to get them after he spoke with the store - this was peak afternoon on a Saturday and the store is a 30 min drive with no traffic. It took him well over 2 hours round trip. A few hours go by and we are told more items are missing. We now go to the store just before closing - I am in the back room with the assistant manager rummaging through boxes looking for the missing pieces. For our time and aggravation I was given a $150 refund to the credit card I used for purchase. A month later the credit still had not yet hit my card. I had to open a dispute with my bank as they processed the credit and then backed it out after we left. We had issues from the installers from the start. We had to write them a check for an additional $300. We were never given a copy of anything we signed. We are still missing parts - hinges for locking stairs and were given the wrong vacuum at pickup. We were told we were getting an automatic one and we did not receive that.Desired Settlement: I would like the following:-The missing hinges and hardware for the gate as requested delivered to my home immediately-The proper vacuum as advertised in the promotional material-A $300 refund to cover the additional money we needed to pay the installer -A $500 refund to cover the time and aggravation we have spent in the 2 last months over a simple pool installation.

Review: My husband and I purchased a pool and installation from Namco on 5/26/14. We received our pool and were contacted by a contractor (that Namco hired) to schedule our pool installation for 6/17/14. On Tuesday (6/17/14) the contractor showed up at 3:30 pm, an hour late. At 7:00pm the installers left our home without letting us know they were leaving and having us check the pool to make sure it was done to our satisfaction. When we went to check the pool, we noticed that the liner was installed improperly. The section of liner that hangs over the outside of the pool was left bunched up in the brackets and when my husband and I pulled them through it was completely uneven on the outside. This caught our attention and we examined the liner on the inside of the pool and noticed that it was just as uneven on the inside (the border was 18 inches from the top in one section and 6 inches from the top in others). After numerous attempts to have this resolved with the installation manager at Namco, he scheduled to have another liner delivered (since the skimmer hole had already been cut out of the original one) and told us the contractor would be calling us. On June 25th the same contractor returned (while we were not home and after calling us on that day to tell us they were coming). When we arrived home that night the liner was straight and we rescheduled our pool water for deliver on June 27th. When the water was delivered ($500.00) on June 27th we realized that the pool was not the right size. We paid for a 24'x52" pool and while our pool is a 24x52 pool (structurally), the pool was installed as a 24x48pool (Second installation was wrong as well). Again after numerous attempts to resolve this with the installation manager at Namco, he let us know that a different contractor would have to come and look at our pool. Since then we have not received any call from either a contractor or from the installation manager. We also recived a bill in the mail for this pool on 6/30/14 (payment due 7/20/14Desired Settlement: There are 2 options for resolving this issue:1) Refund for this pool, which we paid a total of $2664.28 (pool/liner/installation/tax). Namco can feel free to come and remove the pool from our premises and refund us the $500.00 for the money that was spent on water delivery as well. 2) A timely phone call from a contractor/installation manager to resolve this issue and have our pool installed, a new pool liner (holes are cut out for skimmer again), a new pool frame, and $500.00 (water delivery)

Business

Response:

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

Consumer

Response:

Review: [redacted]

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,

Business

Response:

Response:

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

Review: This situation involves the recent purchase of a pool through Namco ([redacted]) branch. I ordered and paid for a 15'x24' [redacted] oval pool back on 4/20/14. Needless to say, this was a large investment that would run me in excess of $6,000 and I was told that the pool would be delivered in 2 weeks. In an effort to keep this message within the allowable character limitations, I need to be concise. The pool never came...weeks and more weeks went by...frustrations mounted...to the point of me deciding to ask for a full refund and taking my business elsewhere.After over 40 phone calls to various other businesses and other Namco's, I ended up finding what I thought was a workable solution at the Namco ([redacted]) branch. They indicated that they could solve the problem...I worked with [redacted]...she told me she could honor a sale that was being posted at the time on their website for a different pool ([redacted]) that was actually a little larger (15'x30') and less in cost and it was in stock and would be delivered in less than 10 days. I then obtained a full refund from [redacted] and purchased the new pool from the Namco [redacted])branch...all done over the phone.One of the items that was discussed with [redacted] at time of sale was the buttress system. [redacted] indicated the buttresses on the new pool would come out approximately 10" (i.e. the new pool had the INTERNAL buttress...not the external which goes out 3'). To my dismay, the pool that was delivered and installed had the external buttresses. To add to my problems, the town inspector came out and indicated that he had issues of concern with the external buttresses. To be more specific, he was concerned that a child could climb up the brace into the pool.I brought these issues to Namco and they offered fencing that would be placed on either side of the pool. I told them that this was unacceptable because it would potentially obstruct my view of the children in the pool. I have much more to add but can't due to space limitDesired Settlement: I would very much like to discuss this situation further with a Revdex.com representative. There is much more to add to this story but I can't fit it into the box above.I believe it's only fair that Namco replaces the current pool with external buttressing to a new pool of equal size with internal buttressing. This would eliminate the concerns of the building inspector. I would also like to know if I should/can be reimbursed for other expenses (water/time/landscaping/etc).Thank you for the help!

Business

Response:

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

Consumer

Response:

Review: [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,

Review: On 5/25/12 I bought a pool set from Namco. It had a 36 month deferred interest for 36 months. Each month I paid extra on the bill. I had add more to the bill with charges from purchases from the store. I paid the entire amount off by 7/14. The company send me a bill for the deferred interest. They send it 2 months after I paid it off in full. I call them How can I owe the deferred interest when I paid before the due date of 5/25/15. They said I was late on my last 2 months. How I paid extra each month and paid the entire note plus other charges before the 5/25/15. They said I owed it.I talk to so many people there and got no where. Just a lot of rude comments. They call me demanding the money, telling me they are going to trash my credit. "You owe so pay up" is all I get. The interest has gone from $1,200 to over $1430. I do not want them call me anymore. I don't owe this interest.I am a senior on a fix income. My health can't take the rude calls anymore. I paid this off before the note was due 5/25/15, and this was my reward?? Please helpDesired Settlement: That I owe them nothing.

Review: The issues have been numerous from the lack of care when excavating the lawn, to promises made at the store level, to leaks with the equipment, lack of knowledge installing Namco supplied equipment, finger pointing between Namco and Sub Contractor installer. Etc. Then add the lack of support from the [redacted] store and lack of support from Corporate, Namco is unquestionably the worst customer experience in my 40+ years. Specifics:Leaking filter (which they refuse to replace or even come look at). When I spoke to the installer he said he has run into the same issue with the filter model (may be a chronic issue).Leaking skimmerSolar Powered Heater (purchase along with the pool @ Namco and told that the installer would install). Meanwhile, their subcontractor has no knowledge on how to install it.The excavator came in and ripped up the yard, leaving stones exposed and a dangerous environment. Namco, a class action suit can't be far off. Clean up your act.Desired Settlement: Come and remove and replace filter and a refund for the excavation (approx $2K worth of stone and dirt removal)--seperate from the landscaping for the pool, which I do not expect any refund or have any issues with. I expected to provide the proper landscaping but every landscaping I've spoken with is shocked to see that Namco did not properly remove excess stones and dirt.

Business

Response:

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

Review: Poor customer service and no return phone calls from corporate. Have been disconnected several times by the same person answering the phone.

I went on line on August 13, 2013 to look at pool pumps and filters. I seen one that was a picture of a pump and filter for $140. Since this price seemed very cheap, I called to verify a few things. When I called, a lady named [redacted] answered. I had asked her several questions which included, "Is this a pump and filter for an above ground pool", Will this fit my size pool which is a 15 x 30 above ground," "is this a DE filter", and is this the price for the entire package, it is hard to believe since it is so cheap". She had to put me on hold after every questions because she said "she didn't know", she was very rude, short, and knew absolutley nothing about the products. She told me it would be delivered in 10 to 14 days after I ordered. To my surprise, I had the package on my porch the next day. Not only is this not what the picture was, it was very small. I contactact the customer service number again. I explained I just talked to her yesterday about the filter and pump I ordered. She said "I didn't speak to you". Again being rude and putting me on hold over 20 times, I had asked to speak to a manager. She put [redacted] on the phone with me. I explained the situation to [redacted] and she stated sinsce it was not my error, she would send out a return label in the mail and once they received the package they would refund my money with no restocking fee since this was not my error. I received an email confirming our conversation and the return label in the mail on August 15, 2013. I took the box to [redacted] the same day I received the label and was given a confirmation. Today is September 4, 2013, and I have received no refund or response to emails and phone calls. I called again today and of course [redacted] answered. She was yet again rude and had no idea what was going on. She told me [redacted] no longer worked there, then she put me on hold and came back on the phone and said did you say you talked to [redacted], I said no [redacted] I finally asked to speak to a manager again and she said she was in a meeting and would get back to me soon. I asked if someone could give me a call back today and she said, "we will give you a call back when we know what is going on, until then just relax". I am so upset with the customer service at this company. I can not go to a store because the only one in my area was closed down. I still have not received a call. I also called [redacted] left a message, and a store location in CT asking if they had anyone I could speak to because [redacted] was not helping. The lady at the store [redacted] said "Oh [redacted]". I assume [redacted] has had many complaints.Desired Settlement: I feel as though I should be given a full refund and a correct pump and filter. This was an easy fix, but instead of dealing with customer complaints they would rather pawn you off hoping you will just forget about the issue and your money.

Business

Response:

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

As of this date we have still not received the product back in our warehouse. For the sake of customer relations we have gone ahead and issued a full refund ($140.65) to Ms. [redacted] credit card. She will receive a confirmation email of the refund shortly.

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

Thanks,

NAMCO Customer Service

Consumer

Response:

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

They say they have refunded the $140.65 but I have not received this refund as of yet. 4 weeks after I returned the product to [redacted] with a confirmation number. [redacted] stated the product was returned and received by the warehouse but the signature was illegible. I am still dis satisfied with their customer service employee named [redacted] who is very unprofessional. I will never do business with this company again!

Review: I purchase a pool June 16.2014. Well moving forward...The pool center fell in Feb.20015. I called Namco and was told to take pictures.. I said we have to wait till spring. Well I sent the pictures April 28th 2015.

I received a letter May 7th. stating the damage was from thawing. The pool center fell in FEB.

I called the warranty division and the person I was speaking to refused to listen to my reason why the pool failed.

It failed due to not proper cone edge(sand) inside pool wall and liner. Well the person told me she is trained on picture's of damaged pools and this was not the problem. She hung up on me during a call with me and my wife.

We were very courteous and calm. Installation is the cause.

Review: We purchased a new pool on the weekend of May 1st. The pool was installed beginning of June. Initially, when we tried to contact NAMCO regarding the install date/company we could not reach any store or corporate office. I personally called each NAMCO store in ** and the headquarters and was on hold for over an hour each time. Finally, after days of trying, I reached a store and was told that they would email the install company. The install company and NAMCO did not call back, until I called again (after another round of being kept on hold) and asked for the direct number for the install company, [redacted] out of [redacted]. After numerous unreturned phone calls from [redacted], they finally called back with an install date.

We had the pool installed and since the instal we have had a small leak in the skimmer of the pool. We have called NAMCO and [redacted] numerous times to fix the problem. The first time a person was sent out to fix the problem-which clearly didn't work. We called back repeatedly (over 8 times) and have not had any response.

We are furious that the problem has not been fixed and mores by the unresponsiveness of the both NAMCO and the instal company. Because of the the leak, we are forced to refill the pool with water on a regular basis (a complete and utter waste of money and water). On top of it, and the least of our worries, is that the pool is actually not installed level, either. You can clearly see this by the water level line around the pool. This, while not acceptable, is fortunately not affecting the daily function of the pool. I hope in the future it does not affect the life/durability of the pool.

We understand that a pool install may have a few hiccups, but frankly, we bought the pool in good faith that any and all issues would be resolved. We are very disappointed with NAMCO and the pool instal company. We want the leak fixed without hassle and issue--and DONE RIGHT.

At this point we would not recommend NAMCO or the outsourced install company to anyone wanting a pool. It has been one of the most frustrating and disappointed purchasing experiences I've had.Desired Settlement: We simply want out pool fixed without issues. It seems like a simple request, however we've had no luck so far.

Review: We purchased a above ground pool from Namco last year at this time. Our pool has collapsed...we found that the liner split along the seam causing the walls to cave in as well as the skimmer to crack and the frame to rust! After numerous phone calls and emails we were asked to call corporate office. [redacted] We have spoken to them twice and again told to send pictures of the pool(third time we sent pictures)We still have not heard back from the company.Desired Settlement: We feel neither company is taking full responsibility for a defective pool. I called again and told them I was sending a complaint to Revdex.com and I was also going to our local TV station if this is not rectified. Our pool cost us almost $3000.00 after water and installation! What we are asking from Namco([redacted])is a full refund on this pool.

Review: On 05/17/14, I uncovered my pool to get it ready for the swimming season. I noticed that the water level was abnormally low about half full, but crystal clear. On 05/18/14, I began to top it off using my hose. I then noticed a bubble in the paint on the pool wall with moisture seeping out. This was odd so I touched the bubble in the paint and next thing there was water shooting about thee feet out of the pool. The hole got bigger and the water was now gushing out. I used large amounts of tape to slow the water flow and called the Southington NAMCO store where I purchased the pool in July of 2010 for assistance. I explained the above to the person who answered the phone and I was initially told to patch the liner and it should be ok. I again explained the problem stating that there is a hole in the steel wall. I then asked to speak to a manager. [redacted] the manager was much more helpful. She asked for an email photo of the pool so she could begin to process my claim. The pool is less than four years old. [redacted] was very helpful and said they should be able to address the issue before the upcoming Memorial Day weekend. She also recommended that I call the NAMCO corporate office to follow up on Monday, 05/19/14.I called corporate on Monday. I was told by the customer service rep that the claim was forwarded to the manufacture and it was now in their hands. I asked if I was going to receive a call or if someone would be out to look at the pool. I was told that she did not have that info and the manufacture would be sending a letter in a day or two. I then asked to speak to a manager. I was told, sir this is what I do and the manager would tell me the same thing she just did. I was not happy with this remained polite and again asked to speak with a manager. I was told the manager was not available. I hung up and called the corporate office again. I did not know where to turn so I just chose the human resources department and left a message with the head of human resources. I then received aDesired Settlement: Call from the manager [redacted] who requested more photos which I sent. She said they were the middle man and the manufacture would be contacting me. I requested the manufactures contact info and I was told that they would just refer me back to NAMCO. I [redacted] on 05/27 she supplied me with the manufactures phone #. I called them and they did not understand why they did not provide their info.I just want my pool repaired and I do not believe I should have to pay a dime for a defective pool.