Namco Store #19

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

While we appreciate the efforts made on the part of NAMCO and the pool wall manufacturer to offer a liner for $100.00 and a replacement wall, the expense of taking down the entire existing pool, draining the water, installing the new pool and refilling the water outweighs the cost of the materials.  Who would expect a pool "under warranty" to have these additional expenses?  Is the warranty simply for parts?  Through no wrongdoing of my father in law he will be incurring thousands of dollars of expense to replace a nearly brand new pool.I feel terrible that he is in this position and am not sure what else can be done to correct the situation without him having to spend a tremendous amount of money.  Thank you,[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:At this time, my complaint, ID [redacted] regarding Namco Store #19 hasbeen resolved.I was contacted by Jeff at NAMCO on Friday, July [redacted].  Heinformed me that Namco would be delivering the pool on Monday, July [redacted]. I again asked about help with installation...

to speed up the process, butno luck. I was offered 10% to be returned to us, I denied as we have lost thesummer season and the use of this pool this year, not due to my ownneglect.  We were than compensated$500.00.  On July [redacted] thepool arrived, however, after looking through the boxes I realized that we didnot have all of the items that went with the pool, such as the cleaning toolsand some other items.  So on a later date, my husband went to the[redacted] store to pick up the missing items.  Again, I asked about assistance withinstallation, I was told NAMCO doesn’t install in **, so I asked if aninstallation kit could be included for us. It was, but once again with complication, as they did not have the cove,therefore it would be shipped via [redacted] from their [redacted] store, that was onJuly [redacted].  On July [redacted], Icalled the [redacted] store and spoke with Gregg as I was looking for atracking number for this package.  Thenvia phone calls Gregg found out that the cove had not been shipped and it wasoffered to me via the [redacted] store that I could drive and pick the item up (thatwould take about 3 hours round trip), I declined.  Gregg then made a call to corporate and hadit approved to have the cove over nighted to our house.  It arrived via [redacted] on Wednesday, July [redacted] atabout 5pm.  So, the situation has as somesay been resolved, but I will not recommend NAMCO to any friends and orfamily.  I am so disappointed in acompany that has taken away our family vacation this summer.  We had not planned any vacations for thissummer; instead we were going with the “staycation” theme that NAMCO pridesitself on.  With two sons going off tocollege and a younger child, this was supposed to be enjoyed through a varietyof celebrations and milestones that our family was going to enjoytogether.  Sincerely,[redacted]

The business has responded.  Please see below:We are in receipt of the complaint filed by the above referenced customer. We would be more than happy to review [redacted]'s pool damage and process it in accordance with the manufacturer's warranty. We ask that he kindly mail in the information...

below and we will move forward with the claim process. 1. Customer name and home address. 2. Home phone number plus an alternate number. 3. Copy of original receipt. 4. 2 close-up photos of affected area and 1 showing full view (LIMIT TO 3 PHOTOS PLEASE). 5. Written description of damage. 6. Name, address and phone number of independent installation contractor, if applicable. Mail to: Namco, LLC Attn: [redacted] Please allow 2 weeks for the inquiry to be reviewed and a written response to be sent.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have emailed them 3 times with no response.  I will send the documents they require via certified mail to get a response from them. They have completely ignored any inquiries of mine until the Revdex.com got involved.  This is still an open case and I may call on the Revdex.com to get involved again if they persue the usual silence I expect from Namco and how they sell defective pools to customers thast have given them business since 1995.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I am attaching the memo I sent to NAMCO;

Hello NAMCO Personnel,

I am reaching out to you because I am feeling beyond frustrated. I had ordered a pool in August 2014. At that time I was told that we would get a call in April to schedule a delivery. We received a call leaving a message on our answering machine. Each time my husband or I called we would get sent to a person’s voicemail and then never received a call back. We had received one call from Karen telling us that the pool we had ordered was no longer available, but a different one would be replacing it, going from 52” to 54” and it had a different/upgraded liner, my husband had agreed to the change . I eventually stopped into the NAMCO in [redacted], ** (about 45 minutes to an hour from my home) on Saturday, June *, 2015. When I had gotten there I spoke with guy named Greg, around 9:30am. He informed me that my pool was in the data stage and that he has only seen that a handful of times, that I could stop back around noon on that day and speak with Chris. Mind you I already said the store is about an hour from my house. I was out running errands with my elderly mother, so that was not possible to just “drop” by 3 hours later. Anyhow with that being said I had Jeff’s number (a manager for NAMCO), so I reached out to him. He so kindly returned my call and I spoke with him in regards to the matter. He then checked on the status of the pool and told me he would get back to me about my options. He too told me that the pool was upgraded from a 52" to a 54" because the other one was out of stock. He did offer that I could pick the pool up, but as I stated prior NAMCO is about an hour from my house. So I opted for delivery (which I was told would be about 14 days) and then I asked Jeff to tell me the next steps. That was on June [redacted]. As of today, June [redacted] I have not been contacted by any NAMCO personnel helping me with what I should do next. I have called the [redacted] store, but nobody ever seems to pick up. When I hold long enough it kicks to corporate, but then that hangs up.

Needless to say I am disgusted with NAMCO.

By the time we get the water truck here and it has time to warm up it will be mid/end of July, when this pool should have been installed in April/May with time to get acclimated and then enjoyed for all of the summer months. This delay is no fault of mine and it is truly neglect by NAMCO itself. We chose to purchase from you as we thought you were reputable instead of another very local semi-new business, guess we should have given the new and local guy a chance!

I put in writing that if this was not rectified through NAMCO by Monday, June **, 2015, I would be contacting the Revdex.com.

I received an email on Friday, June [redacted] stating:

We apologize for the frustration you've experienced with the ordering and delivery process. We just checked on your order and it looks like the corporate office never received correspondence from you regarding the pool change. Do you authorize the change from the 52" to 54" Meadows pool? Please let us know so that we can update and get your order ready for shipment.

Once again, I responded to this email and told them yes, we had already agreed to the change on two other occassions.

As you can see from my memo, this was already addressed 2 other times and accepted as a change of order. As far as I can see the situation is not rectified, please help!Desired Settlement: I am looking for the pool and its related items to be delivered to my house this week and for the pool to be installed. Perhaps NAMCO can pay for the water or give us a significant amount of store credit as we will need supplies to run our pool. We have invested a significinat amount of money in sand to make a pad for the pool and we have been making payments since September on the pool as well.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Namco Store #19 hasbeen resolved.I was contacted by Jeff at NAMCO on Friday, July [redacted]. Heinformed me that Namco would be delivering the pool on Monday, July [redacted]. I again asked about help with installation to speed up the process, butno luck. I was offered 10% to be returned to us, I denied as we have lost thesummer season and the use of this pool this year, not due to my ownneglect. We were than compensated$500.00. On July [redacted] thepool arrived, however, after looking through the boxes I realized that we didnot have all of the items that went with the pool, such as the cleaning toolsand some other items. So on a later date, my husband went to the[redacted] store to pick up the missing items. Again, I asked about assistance withinstallation, I was told NAMCO doesn’t install in **, so I asked if aninstallation kit could be included for us. It was, but once again with complication, as they did not have the cove,therefore it would be shipped via [redacted] from their [redacted] store, that was onJuly [redacted]. On July [redacted], Icalled the [redacted] store and spoke with Gregg as I was looking for atracking number for this package. Thenvia phone calls Gregg found out that the cove had not been shipped and it wasoffered to me via the [redacted] store that I could drive and pick the item up (thatwould take about 3 hours round trip), I declined. Gregg then made a call to corporate and hadit approved to have the cove over nighted to our house. It arrived via [redacted] on Wednesday, July [redacted] atabout 5pm. So, the situation has as somesay been resolved, but I will not recommend NAMCO to any friends and orfamily. I am so disappointed in acompany that has taken away our family vacation this summer. We had not planned any vacations for thissummer; instead we were going with the “staycation” theme that NAMCO pridesitself on. With two sons going off tocollege and a younger child, this was supposed to be enjoyed through a varietyof celebrations and milestones that our family was going to enjoytogether. Sincerely,[redacted]

Review: ON 6/**/14 WE PURCHASE A 24' [redacted] POOL FROM NAMCO FOR $1838 AND $850 FOR INSTALLATION. WE PREPARED AND COVERED THE POOL AS WE HAVE DONE FOR THE PAST 15 WINTERS WITH A PREVIOUS NAMCO POOL. DUE TO EITHER A LINER OR STRUCTURAL DEFECT, THE POOL COLLAPSED. WE'VE TRIED THE NORMAL MEANS OF RESOLVING, INSURANCE DOESN'T COVER POOLS AND DISCOVER WON'T REVERSE THE CHARGE. BEFORE I TAKE NAMCO TO SMALL CLAIMS COURT, I WANTED TO CONTACT YOU AS MY PURCHASE RIGHTS WERE VIOLATED AND NAMCO SOLD ME A DEFECTIVE POOL. NAMCO WONT HONOR THEIR WARRANTY, NOR WILL THE [redacted] LOCATION DISCUSS AT ALL. THEY SAID IT'S A CORPORATE MATTER AND HIDE BEHIND THAT EXCUSE. LOOKING ONLINE, THERE ARE MANY COMPLAINTS AGAINST NAMCO AND THIS PRODUCT.Desired Settlement: I DESIRE A REFUND OF THE COST OF THE POOL AND INSTALLATION COSTS. I WOULD SAY AN EVEN EXCHANGE BUT NAMCO SELLS FRAUDULENT, DEFECTIVE POOLS AND I WOULDN'T TRUST THE NEXT POOL I WOULD GET FROM THEM. I AM NOT A WEALTHY PERSON AND $2,688 IS ALOT OF MONEY I CANNOT AFFORD TO LOSE. I TRULY HOPE YOU CAN GIVE A VOICE TO CONSUMERS THAT ARE SCAMMED WITH DEFECTIVE GOODS.

Business

Response:

The business has responded. Please see below:We are in receipt of the complaint filed by the above referenced customer. We would be more than happy to review [redacted]'s pool damage and process it in accordance with the manufacturer's warranty. We ask that he kindly mail in the information below and we will move forward with the claim process. 1. Customer name and home address. 2. Home phone number plus an alternate number. 3. Copy of original receipt. 4. 2 close-up photos of affected area and 1 showing full view (LIMIT TO 3 PHOTOS PLEASE). 5. Written description of damage. 6. Name, address and phone number of independent installation contractor, if applicable. Mail to: Namco, LLC Attn: [redacted] Please allow 2 weeks for the inquiry to be reviewed and a written response to be sent.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have emailed them 3 times with no response. I will send the documents they require via certified mail to get a response from them. They have completely ignored any inquiries of mine until the Revdex.com got involved. This is still an open case and I may call on the Revdex.com to get involved again if they persue the usual silence I expect from Namco and how they sell defective pools to customers thast have given them business since 1995.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I give them a 1200 deposit 3/** /2014 and It was x pool put I change my idea so I don't want the product so I call for my money back . they tell my the chek has ben send out evrytime I call them put today day is 5/** /2014 I never recived now they don't answer the tel and they put my in hold and they never call me back please I need my money backDesired Settlement: when I give the deposit they toll my I ken get my money back if I change my mine anytime the full amont of money so given the deposit . now im lookin to put a inground pool no outground pool so please help me to get my money

Review: We purchased a pool and deck from Namco. Namco provided a list of contractors to install our pool and deck. The installers came and installed the pool and refused to install the deck. We contacted and left Namco's [redacted] several messages regarding this and asking for help. He never returned our calls. When I finally got a hold of [redacted] he told us he has no control over their contractors and that I would have to call the main office or deal with the vendors on our own.

This issue has been going on for almost 3 weeks. None of the vendors will return our calls and Namco can't seem to be bothered to help either. We are beyond frustrated.

We want the deck installed or to have Namco come and pick it up and refund our money.Desired Settlement: We ideally would love our deck installed, but if they can not provide that then we want them to come pick up the deck and refund us our money.

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 and the matter has been resolved.

Sincerely,

Review: I am writing this letter on behalf of my father-in-law whose name is on the main claim form. He purchased a pool from Namco Pools in [redacted] and it was installed at his home on 8/*/13. He has had multiple issues with the pool from improper installation to a hole in the wall followed by a hole in the liner and a major leak.

Since the installation of this pool, Namco has given my father-in-law the runaround any time he reached out to them for support. He made multiple visits to the store and called the customer service number multiple times as instructed with no satisfactory outcome. In a letter dated 7/*/15, he was informed that Namco was unable to handle any problem with the pool wall or liner and to contact the manufacturer directly. We contacted [redacted], the manufacturer for the pool wall, and they are willing to supply the wall, but cannot help us with the liner or installation. We reached out to [redacted] regarding the liner, and it clearly states on their website that unless there is an issue at the seams, it is the responsibility of Namco to handle any issues with the liner. Here is a synopsis of the events prior:

On 6/**/15, my father in law notified Namco that there was a hole in the pool wall. He asked them to please address this quickly as he anticipated that the hole in the wall would lead to a hole in the liner. As expected, on 7/1/15 he found water pouring out the side of his pool because the hole in the pool wall had led to a hole in the liner.

It is not fair to my father in law to be given the runaround regarding who is responsible for resolving this issue. He is a retired gentleman and should not be expected to call multiple places who all tell him to call someone else. It is great that [redacted] will provide the wall, but what good is a wall without a liner and an installer! How can he be expected to buy a new liner, pay for someone to take the pool down, pay for someone to put the new pool up and pay for another $600 delivery of pool water all because a pool that is "under warranty" is not being handled appropriately.

He did not go to Namco in Wappingers and have to contact each individual company to purchase the pool. Namco was HAPPY to take his money and arrange to get the pool delivered and set up. Why, now, should he be the one who has to do all the legwork? He trusted Namco to sell him a product that would last more than two years and stand behind their product.

A version of the above letter was sent directly to Namco corporate office on 7/**/15 with no response.Desired Settlement: Replacement of wall & liner with proper installation. We would request that Namco make these arrangements and not have the customer call all the companies separately only to be told that they could only do one part of the job or that they are not responsible.

Business

Response:

The business has responded. Please read below:We are in receipt of the complaint filed by the above referenced customer. On July *, 2015 we had issued [redacted] a letter with the pool manufacturer's information ([redacted]) as all warranties are from, by and ultimately serviced through the manufacturers. On August **, 2015 [redacted] called our corporate offices and we agreed to offer him a replacement liner at $100.00 in the spring of 2016 for the sake of customer relations. [redacted] agreed and a notification was placed on his account numbered [redacted] regarding the agreement. This agreement still stands should [redacted] wish to continue with our offer. Unfortunately due to the laws in New York state, NAMCO is unable to assist with any installation or labor related claims.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

While we appreciate the efforts made on the part of NAMCO and the pool wall manufacturer to offer a liner for $100.00 and a replacement wall, the expense of taking down the entire existing pool, draining the water, installing the new pool and refilling the water outweighs the cost of the materials. Who would expect a pool "under warranty" to have these additional expenses? Is the warranty simply for parts? Through no wrongdoing of my father in law he will be incurring thousands of dollars of expense to replace a nearly brand new pool.I feel terrible that he is in this position and am not sure what else can be done to correct the situation without him having to spend a tremendous amount of money. Thank you,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased a pool from Namco the [redacted] store in the fall of 2011,and had installed in the spring of 2012.We noticed rust in the water this year it turned out the j hook had almost completely rusted tru and liner was starting to slip. I contacted the store and was told to take pictures and send to customer service. In a week I recieved a letter saying damage was not due to manufacturers defect.So it would not be covered. But becuase I was such a good customer(this was the 2nd pool the first went down in a storm) they would sell me parts at a pro rated price to fix it. The pool cost me $2000.& $1200. to install. How can they get away with this. If you are thinking about buying a pool stay far away from Namco.!!! I will never again do business with them and if asked will only have bad things to say. Just what do they consider a defect.Desired Settlement: At least offer to fix pool or pro rate new one

Consumer

Response:

At this time, I have not been contacted by NAMCO POOLS regarding complaint ID [redacted].

Sincerely,