NAMCO

Review: I purchased a pool from Namco in October of 2011 and had it installed in spring of 2013. I noticed water gushing out of the bottom of the pool wall on May first. After the pool was completely empty I noticed a oval shaped rusted hole at the bottom of the pool under the deck that was around the pool. I took pictures and went to my local Namco store and meet with the regional manager that advised me to send the pictures to their corporate office which I did the following day and was advised that this should be covered under the warranty. I followed all the steps needed to get this covered only to receive a letter that rust isn't covered under the warranty. I called and asked how could a 1 year old pool have a rust hole and I was told that an animal could have urinated on the pool and cause the anti-rust coating to deteriorate and that could have caused the hole. They then told me that I would have to purchase a new pool wall and liner at prorated rate and I would have to pay for the full installation of the new pool.Desired Settlement: I would like for Namco Pools to replace my pool and have it installed at no cost to me. Their response about an animal causing the rust spot is preposterous and they need to stand behind the products they sell. There is no way a pool would need to be replaced after 1 season and there wasn't any neglect to the pool.

Business

Response:

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

Review: bought a new pool on 4/30/2007 at Namco pools in [redacted],dealt with a manager named [redacted].two weeks ago 6/16/2014 noticed water coming out of pool at bottom of one of the sides.there is a rot hole in the metal side and put a hole in the liner.checked the whole pool and found more rot holes.I called nomco in [redacted] with my paper work and warranty (25yrs) and they had me take pictures and send to them.I called them a week later and asked how it was looking and they said they had e-mailed me two days ago but I never got anything.later that nite I received the e-mail,they said rot is not covered by the warranty but they would sell me the parts at a discount.honored the price till 8/19/2014 but were out of stock until next year! I found a website called consumer affairs and found multiple problems with their pool and rot and not getting covered,tried to call corperate in conneticate but only got one person out of 25triesshe said said she was told not to gave out employee manager names or numbers and leave a message I did 5times and no call back.I have al lreciepts and hired contractors from their listsDesired Settlement: for Namco to pay for parts and labor for new wall and liner installed plus water to fill pool

Consumer

Response:

Review: [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,

Review: We have been NAMCO pool owners since 1989. Our first pool lasted 15 swim seasons and was in good condition when a tree fell on it. Our second NAMCO pool lasted 4 swim seasons. This pool had a ripped liner and rusted walls. After being reassured by a district manager that the company had new owners and better service, we purchased our latest pool on 5/25/2013 at a cost of $3991.20. We financed this through NAMCO with 0% interest for 36 months and have a balance.

The liner ripped, the skimmer cracked and the walls buckled over the winter. We filed our report with the company and received information that the pool walls, liner and skimmer would be replaced at the pro-rated cost of $785. This would not include home delivery but must be picked up at a store and would not include installation which cost $889 in 2013.

I have been in touch with customer service beginning on 4/28/2015. On 5/5/2015, the customer service representative gave me the voice mail of a supervisor, [redacted]. A returned call was never received. On 5/7/2015, I also left a message for the district manager, [redacted], we dealt with when we bought. A customer service representative called for him and left us a message on 5/19/2015. Her call was returned the same day without success or a returned call.Desired Settlement: NAMCO's response is unacceptable to us. We believe the quality of the product is in question. Since the pool did not last through 2 winters, we are asking for additional monetary reimbursement.

1. Cancellation of the financed amount ($1320) owed since we have begun this process

2. Reimbursement for the installation ($889)

3. Reimbursement for the water deliver at the time of installation ($400)

4. Refund of the dollars already paid toward the pool ($1782.20)

Review: I went to NAMCO in Seekonk, MA. I wanted to purchase a table and chairs patio set. I stood there for over an hour as their computers would not work. I left and came back the next day. I ordered the table and chairs and they could not deliver so I rented a truck to pick it up. When I got it home, the table was scratched. I called the store and spoke with the manager [redacted] who was rude and didn't want to help. She kept interrupting me while I was talking. I told her I wanted a new table and I wanted it to be delivered as I was not renting another truck to bring back the old table and pick up a replacement because of their defect. She said they couldn't deliver and would have to contact Corporate and call me back the next day. She never called back. Two days later an associate called me and said I had to call Corporate. I called the number they gave me and left a message. Nobody ever called me back. I then went online and filled out a complaint form on their site, again, nobody contacted me. It has been two weeks and I still have a scratched table with no effort on their part to correct the situation.

Product_Or_Service: Edgewater Table and chairs

Desired Settlement: DesiredSettlementID: Replacement

I would like for them to bring me a new Edgewater table that is not damaged and take back the damaged one.

Business

Response:

Business Response /* (1000, 5, 2013/06/20) */

I am in receipt of the complaint filed by the above referenced customer.

We are very sorry for all the trouble Mr. [redacted] has gone through to get this situation rectified. This is not the level of service we strive to provide to our customers, and we apologize that this experience has been negative. The particular set he purchased is not something we normally deliver due to its likelihood to get damaged during transit, however in an effort to satisfy the customer we are more than happy to replace the table and are working on coordinating the delivery of a new table, as well as the pickup of his damaged one.

Consumer Response /* (3000, 7, 2013/06/28) */

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

I have not heard from the business regarding a settlement as of this date and time.

Business Response /* (4000, 9, 2013/07/10) */

Our home delivery department has been trying to reach out to the customer for the past few weeks but the phone number provided on our receipt was incorrect.

We have finally gotten in touch with him about delivery of his table which will occur on Monday July 15th.

Review: Purchased a pool online after being told by a salem, nh store associate that the same products and prices were available online. It has been a week and 2 days since making the purchase and I have attempted to contact the corporate headquarters on numerous occasions and usually fall in the customer service que and wait on hold ( which promptly cuts the call after 30 mins of waiting). I was able to speak with a Customer service rep last thursday and he advised that they had not generated the order yet and he did not know when it would be. He said that it usually gets generated when there are multiple deliveries in my area so that they can do it at the same time. I also wanted to ask about an estimated installation fee that I was given by an in store representative. Namco does not do installs but provided a list of local installers. The rep stated that I would be looking at around 700-800 for the install of the size pool I wanted. (24') after making my purchase. I called around and the lowest I could be quoted was 1400. I told this to the customer service rep and he said that I should have checked out the installation prices myself prior to purchase, I agreed but believe that no quote should be given by namco I got further aggravated with my call an asked to speak with a manager. I was transferred and the voicemail was full. I was then disconnected. I have gone into the local namco to try and cancel the order and they said its not their problem and to call the corporate center I do and now never get through. I have email any email address I can find and have received no response. ---the cost of the pool was taken from my credit card no problem.

Desired Settlement: DesiredSettlementID: Refund

Refund or pool

Business

Response:

Consumer Response /* (-5, 8, 2013/07/01) */

Consumer indicated they have heard from the company and the company resolved their complaint

Review: My husband and I purchased a pool from NNamco Pools, Southington, CT in Feb 2013 with installation. Pool was installed May 2013. Two injuries occured from pool to two young children within a month of each other due to pool manfacturing of the pool railings. Namco sent out an employee to inspect who indeed found that the pool was poorly made and needed to be fixed. Two sets of new railings were ordered for the pool, but both had the same problem. we were promised a resolution to the problem. Entire summe rof 2013 passed with no resolution. Calls were not returned. Fall of 2013 we covered the pool for the winter. We continued normal winter maintenance on the pool with removing snow and water. January of 2014 we found our pool has accordianed inwards. I contacted Namco store and manager told me to cut the cord on the cover and let it fall in. I did so. Manager also created a claim for us with pictures and submitted it to the corporate offices. She herself informed me that Namco should be replacing everything due to the ongoing issues we had since day one of purchasing the pool. Weeks have gone by and just today I recieved and email from the Namco Corporate Office informing us that they will not replace our pool because if was due to winter weather (even though these pools are made to last in new england). They proceeded to attach a quote of $1,099.00 for a new pool without installation. Me and my children are devistated. We used our entire tax return to purchase this pool last year and now we have nothing. The pool is unsafe and cannot be used. We dont kow what to do and cannot afford a new pool.Desired Settlement: Replace pool with upgraded brand and installation. Please assist.

Business

Response:

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

Review: I paid 1000.00 for installation and removal of old pool. Besides poor installation pool was never removed and I was left with an expensive clean up and lawn repair. Ireported issue at store and nothing was done. I contacted customer service and after three emails they stopped responding.Desired Settlement: I would expect a good portion of the installation cost refunded since I had to pay for clean up and repair of damaged lawn. Also the pool was installed incorrectly with about 6 inches of sand left around the outside of the pool, which as I understand this voids the warranty. There are sharp pieces of metal edging inside the pool itself where someone could get cut.finger

Business

Response:

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] 41815 Regards, NAMCO, LLC Customer Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: I believe Namco is in Breach of their contract and falsely advertised their product and service. As of date of filing this complaint my daughters and my sisters made numerous attempts to resolve the issues and challenges I have encountered in the purchase of my merchandise.Desired Settlement: To install the merchandise before May 31, 2015 as promised and if not an deduction on the total price package.

Review: I purchased a pool from Namco in June 2011 and sent in my warranty (which they said was a 40 year warranty). I contacted Namco regarding a rust issue I am having and now the pool is leaking and was told to send a copy of my receipt along with pictures so they could review the claim. I was sent along an offer to replace the wall and liner only! I called back to explain why would I want to pay out more $$ for a new wall and liner and use the other rusted parts? I was told that they could offer me another pool a Neptune and I would only have to pay $900 for the pool and $220 for the liner. I already gave them $2500 3 years ago so I'm not really confident that if I put more money into this pool it will last. I understand that I would need to hire another installer and also pay again to have it filled as well as pay to have someone haul the old one away however, I feel it's not right to make me pay for another pool. Again, I don't mind paying a little but $1120 is not a little on my budget.Desired Settlement: I think it would be fair to have another pool which I wouldn't mind picking up at the closest store. I don't even mind chipping a little because I understand they have to pro-rate the product but please at least give me the courtesy of offering me something that I can be pleased with. I am hoping that someone can help me.

Review: I bought the pool in May 2012, The second season we had it up I noticed some peeling areas on the outside of the pool, Although it was brand new my husband said it's probably just cosmetic don't worry about it. It turns out this was not the case. The areas that were peeling had turned to rust and rotted entirely through the pool!! Then when I contact Namco with the warranty they tell me we don't cover rust but we do want to help you by giving you a new pool at the price of $1100 plus the cost to install it! I don't think it's a fair deal the thing is so new they should replace it entirely and not just be like give us some more money. A fair deal would be for them to replace it and myself to pay for labor. I did pay the labor to install it the first time so this time I am sure it will cost a whole lot more take down the new one and to install another one.Desired Settlement: I would settle on them replacing the entire product and not a percentage just a percentage of it!!

Review: To Whom It May Concern:My husband and I bought a pool from Namco last June 2013. This May 2014 the liner ripped due to a sink hole. To see if the liner and repair work was covered under our warranty both my husband and I called the Namco store in [redacted] everyday during the week of May 26th. We dealt with the store manager, [redacted], who kept saying he would call us about and let us know about the pool liner, but never did. Finally on Saturday June 7th, my husband went to the store and personally spoke with [redacted]. After speaking with [redacted] and providing several pictures, it was [redacted]s opinion that there was an issue with the install. [redacted] sent an email to the corporate office and informed my husband that he would call him in a couple of days. After my husband called several days in a row and got no information, my husband decided to deal with the Namco corporate office. He was told someone would contact us to come out and look at our pool site to determine if the liner and repair would be covered under our warranty. Weeks passed and finally [redacted], a Namco employee, came out on June 24th to examine our pool. He told my husband the liner and labor would be paid for by Namco and he would send their installer, [redacted] Installation, out to determine how to fix our problem. On June 28th an installer from [redacted] came out and said he would recommend sand and stone to fix the sink hole as well as having the liner replaced. He informed my husband that Namco is taking care of the installation of the liner, fixing the sink hole, and preventing it from happening again. However, he also stated that if [redacted] were to fix it, it would take several trips to ensure that it was fixed properly and recommended we take care of it. We called and spoke with [redacted] from the Namco office who said the liner would be shipped and arrive at our house within 2-3 business days and that everything would be covered. He also informed us that he would schedule the install with [redacted] but we could also call. We asked Namco to handle it but called ourselves anyway. We tried getting in touch with [redacted] to schedule them to come out, but could not get in touch with them. We called and left messa[redacted] nearly every day. On Tuesday July 8th our liner was still not here nor was a phone call made to us by [redacted]. I called [redacted] who said the liner was lost and he would ship another one out the next day. He also assured us [redacted] would call us to schedule a time to come out to install the liner. In the meantime we ordered yards of stone and sand to fix the sinkhole just as [redacted] had recommended. We had a company fix the sinkhole with the sand and stone since [redacted] recommended we do it ourselves and we were anxious to get our pool up and running for our 2 year old daughter.On Wednesday July 9th [redacted] from [redacted] called to say her husband would be out Tuesday July 15th to install the liner. On Monday July 14th at 5:30 pm, I received a phone call from [redacted] saying her husband had run behind and would not be out until Wednesday. In the meantime I had already taken Tuesday off from work and had to work on Wednesday. My husband said he would take off Wednesday. Tuesday at 5:00 pm my husband called [redacted] to confirm that they were still coming out Wednesday. No one answered so he left a message. Tuesday at 8:30 pm I called [redacted] to make sure they were still coming out, no one answered and I left a message. Wednesday morning at 8:15 am [redacted] called to say her husband would not be out to install the liner he had run behind again. That is now 2 days of missed work between my husband and I. Wednesday night [redacted] called us back to say her husband would be out between 11am and 1 pm on Thursday. At 3:45 pm on Thursday no one had come to install the liner so I called [redacted] again. She told me someone did come out to our house and determined the pool area was too muddy and the liner would not be installed and she would call us back after she spoke with her husband. At 7:00 pm on Thursday [redacted] called and said her husband would be out on Sunday July 20th to install the liner. At this, my husband and I finally reached the end of our rope. We were almost into August and our $6,000 pool was still not up and running breaking our 2 year old daughters heart who had been asking to go in the poow every day.My husband called and actually got in touch with [redacted] from the Namco Corporation office on Friday July 18th to inform him we had found another company that could come out Saturday morning to install the liner for us and we would not be using [redacted] since they are clearly unreliable. The company was the same company that we used to fix the sink hole with sand and stone. My husband expressed our frustration to [redacted] who apologized and understood our frustration. He told my husband to email him the bill for all of the labor and materials, and we would be reimbursed. On Monday July 21st, my husband emailed [redacted] the invoices we have received from the company that came out to do the work for our pool. Both my husband and I called [redacted] every day that week to confirm he had received our email, but had no success. We left several voice mails on his Namco mailbox, left messa[redacted] with customer service, and received no phone calls back.Finally on Monday July 28th, my husband called [redacted] again and finally got through to him. [redacted] told my husband he had received our email and we would be reimbursed for the invoices. He said we should be receiving a check by the end of the week. It is now Wednesday August 6th, and we have not received any reimbursement from Namco. We have given Namco chance after chance to prove they are an honorable company who care about their customers, and they have failed us as a customer ever time.This process has taken almost 3 months and has been nothing but a headache for my husband and I. We just want to be done with Namco and end this nightmare. My husband and I would like to be reimbursed for all the labor and materials that NaDesired Settlement: We would like to be reimbursed for two invoices we received that totaled $1,700.00.

Business

Response:

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

Review: I purchased a pool Namco in Southington, CT store on April 28th with pool installation. I was told by pool installation company contracted thru Namco that if the land is off greater than 6" there was a charge of $100. The night before installation I had an engineer at my home who did a string test to ensure the land was not off by more than 6", he determined it was off a maximum of 3". The next day the contractor told me I needed to cut them a $100 check made payable to "cash" because my land was more than 6" off. He said he dug into the land already so he couldnt show me and then told me his laser level was in need of servicing and the servicing company would not provide him with a loaner. During several calls with the manager [redacted] at Namco as well as Kyra at customer service I expressed my concern and desire for a refund.*It appeared they also dug down too deep. I had the engineer stop back by and he confirmed that to be true. I ended up with a moat around my pool and had to buy a substantial amount of top soil to back fill my land. In addition, my pool is higher on one side than the other, the center is higher than the sides and I have substantial divits all around my pool as it appears they didnt tamp the sand. A gentleman named [redacted] at Namco was supposed to call me for almost 6 weeks to address installation issues but he has made no contact to date. I continually contact [redacted] and she says he will call me by end of day to address my issues.*The day after the pool went up there was a large crease in the bottom part of the wall, which was fixed 3 days later. I contacted [redacted] at Namco as I was concerned the crease would create a reduction in the integrity of the pool wall and asked her for some type of guarantee that this would be covered down the road if issues arose, I received no response from either [redacted] or my direct requests to [redacted] at Namco customer service.

Product_Or_Service: 24' Round Mirage pool

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Written guarantee that the structure of the pool is ok after the crease & any future issue woudl be covered.Refund for the $100, where contractor couldnt show me my land was off level.I received a new liner as customer service agreed it would need to be reinstalled due to the divits, but indicated it needs to be approved by [redacted] so I would just like it installed correctly like I paid for.Partial refund for [redacted] x12

Business

Response:

Business Response /* (1000, 8, 2013/08/14) */

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

On June 11, 2013 we had one of our installation crews out to Ms. [redacted]'s home to address her concerns, and had concluded that her land was 8" off level, not the 6" that was previously stated. However, for the sake of customer relations we will be happy to reimburse her the $100 she had been charged.

To address Ms. [redacted]'s worry regarding the pool structure: Our installers warranty their work for one season, and the particular pool she owns has a 40 year pro-rated warranty covered by the manufacturer.

If there are any questions please call us at XXX-XXX-XXXX.

Sincerely,

NAMCO Customer Service

Consumer Response /* (3000, 10, 2013/08/19) */

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

One of the biggest complaints I have is there are divits on the bottom of my pool and I was supposed to be contacted in order to have a new liner installed at a cost to them (including the emptying and refilling of my pool). They sent me the liner but have not contracted me about the new installation. Due to the issues with the installation I asked for them to utilize a different subcontractor and also provide some type of reimbursement for this inconvienance.

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

Review: I purchased a complete 27' pool package in June 2013 at the [redacted] NH location, and had it installed by a Namco recommended installer on July 9, 2013. In September 2013 we closed our pool for the winter using Namco chemicals and pool cover. The store clerk explained all items that needed to be done in order to close the pool and we did exactly what we were told. In March 2014, after a long winter, we noticed that the cover on our pool was sinking into the pool. When we went outside to check out the situation we found the pool water draining from the bottom of the pool. Further investigating of the pool showed that the wall where the skimmer is had buckled and the metal split away from the skimmer. Knowing that the pool we purchased came with a 40 year warranty, I contacted customer service via email explaining what happened and sent pictures of the damage. I was immediately informed that the damage my pool had was due to weather and that type of damage is not covered under Namco or [redacted] (pool manufacturer) warranty. After many attempts of requesting Namco or [redacted] Pool stand behind their product using social media, I was contacted and offered a discount on a new pool purchase. I am irate that I bought a pool in the State of New Hampshire and installed it in the State of New Hampshire and after 9 months of being installed, it cannot hold up to a New England winter. Namco should stand behind the product that they sell and cover winter damage when selling pools in states that have cold weather. Many other companies that sell products to customers stand by their product regardless of the damage.Desired Settlement: I am hoping that Namco will replace my pool wall and liner free of charge rather than just offering a discount on a new purchase. I have spent several thousand dollars less than a year ago to purchase and install this pool and am not able to say that we were able to use it more than half a summer. I feel that Namco's warranty is very selfish and should be more realistic to their customers needs. Their customers should not have to purchase another pool, even at a discounted price, because the product that they sell is poorly manufactured. A good company should always be able to stand behind their product and if they cannot, other potential customers should be warned.