ComplaintsforNamco Pools LLC

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase a pool from namco ****** pool was Installed purchased water to fill pool got it halfway filled and pool liner is leaking and namco wont refund me the the money spent on water now im out 500 when they sent a ripped liner I want to be refunded for cost of water

  Customer response

  04/29/2024

  And to add to this after spending 500 for water now I have to pay extra to purchase a pump to pump my pool out and or pay company to pump my pool for me so loss of more money 

  

  Business response

  05/07/2024

  Customer contacted Namco Pool on 04/29/2024 regarding his pool liner leaking after his pool installation.  It was requested of the customer to send in a picture of the pool showing the leak from the outside of the pool.  The customer was also requested to review the Above Ground Installation Agreement that he signed at the time of purchasing his pool and installation.  On Page 1 #2 and #9 outline water coverage as well as on Page 2 under Express Exclusions from Namco’s Responsibilities, Letter F, under Customer’s Responsibilities, under Letter E and within the Namco Warranty it states Namco is not held liable for any cost incurred from pool draining or water loss.

  
  The pool liner itself is being covered under the manufacturer warranty for seam separation.  The pool liner warranty covers the material to be free from defects in material and workmanship.  The manufacturer is not responsible for re-installation, chemicals, or water loss.

  
  On 4/29/2029 a replacement pool liner order was sent out to the customer via ***** and a work order to the installer for liner replacement on 04/30/2029.

  Customer response

  05/07/2024

  
  Complaint: 21640712
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  this company should have a back a company in place for issues like this customers should not be out 1000+ for water purchase due to the a liner they sold you being junk and also they say you have to pump or pay someone to pump the pool that is rediculous I want a refund of my water or a credit back from purchasing your policy is terrible and you take zero responsibility 

  

  Business response

  05/16/2024

  
  The customer was contacted via phone on 5/17/2024 by Namco Pool Customer Service and a resolution was agreed upon with the customer.  

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased this hot tub almost 3 years ago. It was a floor model from the Namco pools in *****, but was procured by the store in ******. They are the ones we were dealing with. The hot tub had a three-year warranty, which just expired. However, the problem started long before the expiration of the warranty. The waterfall feature Broke before the year was up. They sent a repairman to fix the problem. It took quite a long time to get hold of anybody to help us. The repairman was unable to fix the problem. A second repair person came out, and he was unable to repair the waterfall. After a couple of months, I called again to complain, and they sent someone else out. The gentleman tried to fix it And did get it running, but told us not to touch the switch to turn it off. Eventually, it stopped working once again. That repair man, the third one, said an entire valve needed to be replaced, but never did order the part and never did come back. Three repairman came out and total and the issue was not resolved. No one ever returned my phone call from Namco or my emails. Obviously, I would give their customer service a failing grade. I will never use that particular store again.

  

  Business response

  10/27/2023

  Namco Pool’s Field Service Team spoke to the customer on 10/19/2023 and scheduled a technician to service the customer’s ***** ******* Hot Tub for the waterfall issues she stated she had been experiencing.  When the technician arrived, he was able to determine that there was not an issue with the waterfall.  The technician turned on the pump to the ***** ******* Hot Tub and the waterfall came right on.  The technician turned the valve and it turned on and off as it was intended to, and the waterfall was secured properly to the ******* Hot Tub.  The customer’s husband was home during the technician service appointment and appeared surprised that the waterfall was functioning as it should as he stated it did not work.  I have attached a video along with this response that was taken during the technician service visit of the waterfall functioning as was intended to.  The customer was sent an invoice in the amount of $150.00 for the technician service visit, due to there being no issue with the waterfall. Since the waterfall was in working order, the customer was billed for the service visit as it was not covered under warranty since there was no issue with the ******* Hot Tub or its parts requiring a technician service visit. 

  Customer response

  10/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I was not complaining about the broken part, I was complaining about the lack of quality customer service. 
  

  customers should not have to repeatedly contact a company when there is a problem with a product they purchased. I have had so many emails and calls ignored, it took a complaint to finally get someone to respond.
  

  the technician who came to our house was very nice and helpful. 
  
  Sincerely,
  
  ***** *******

  Customer response

  10/30/2023

  Namco agreed to send out a technician to check our *******. At no time were we told there would be a charge, but the day after the technician came, they sent us an invoice. And the next day they sent an email stating our payment was late!  Really?

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to express my dissatisfaction with a recent purchase of a ******* from your company. I believe that a reputable company such as yours should be made aware of the issues I have encountered in the hopes of finding a resolution. On 6/17/2022, I purchased a J375 ******* from your ********** ** store. I was initially excited about this purchase as I had heard excellent reviews about the quality and performance of ******* products with their perfect 50/50 air/water ratio from their jets. However, since the installation of the ******* at my residence, I have faced a series of problems that have greatly disrupted my satisfaction with the product. The specific issues I have encountered include: 1. On May 31st 2023 I called and notified namco that one of my seats no matter which way the air vale is pressed air keeps coming out of the seat and won’t shut off 100%. So I am not enjoying what I paid for, A ******* with the Patented process that creates a 50/50 air-to-water mixture that introduces air from all around the jets for a soothing, yet effective, professional-quality massage.  2. Namco sent a repair employee to fix the tub and tried replacing the air switch but this actually somehow made the problem even worse and even more air would not stop when using the air switch. They said they never seen this before and then weeks later after repeatedly calling them for a solution. To buy back or replace my ******* they said this is now a known issue and they should have a fix which is to replace the whole air valve and switch. 3. On August 29th Namco sent the repair manager and tech to fix the tub. They cut the air switch valve and replaced it and reconnected the new valve with pvc plumbing and connectors from Home Depot. This brought my air problems back to the original issue I had with the bubbles not 100% stoping when using the valve except now I have a ******* I paid a total over $18000 dollars for with purple pvc pipe sealant all over the plumbing that hurts my resale value, and ripped out insulation that needs to be replaced and still the same issues. The repair manager said he would contact ******* and call me back and let me know the next steps which I have asked for from the beginning if this is a known issue that they cannot fix then just take the ******* away and give me back my money and I can wash my hands of this horrible experience which is supposed to relieve stress and not cause more of it. I don’t want to be stuck with a $18000 paper weight after the warranty expires because of faulty equipment. Or replace it with a model **** that shouldn’t have any of these air issues and not depreciate my ******* to around $12,000 and charge me $8000 to get a J475. I have attempted to address these problems by contacting your customer service department on multiple times and dates about weekly since my first call back on May 31st, and I was provided with a case number 44760. While your representatives have been mostly polite and professional in their interactions with me, I am disappointed that the issues with my ******* have yet to be fully resolved with me having to constantly reach out to namco and them rarely if ever reaching out to me to try and get a status update just to be kept waiting months for an answer and then when I finally get a status update it seems to always be we are waiting to hear back from ******* with a possible fix. And when that fix comes it doesn’t work multiple times which is wasting both of our time and effort and money on a product that is not working as advertised and what I paid for. I understand that no product is entirely without flaws, and I am willing to work with your company to find a solution to these problems. However, I believe that a product of this caliber should meet certain standards of quality and reliability, and I am concerned that my experience thus far has fallen short of those expectations. I kindly request that you review my case and take the necessary steps to rectify the issues with my ******* promptly. This may involve replacing the unit with the same model or **** to ensure it functions as expected. Or refunding my money and taking the ******* away, I am open to discussing potential solutions to ensure that I can enjoy the benefits of my ******* without further disruption. Or the comfort of having a refund of my money back, so I can be done with this horrible experience. I hope that we can resolve this matter promptly and amicably. Thank you for your attention to this matter, and I look forward to a swift and satisfactory resolution.

  

  Business response

  10/11/2023

  Customer and Namco Pool have come to a resolution.  Namco Pool will be picking up customer's hot tub, attached lifter and hot tub steps on Friday 10/20/2023 and issuing the customer a refund to his ***** ***** account.  Customer has signed a Resolution Letter in agreement to this resolution.

  Customer response

  10/11/2023

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

• Initial Complaint

  08/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 7/6/23 I called the Namco Pools - *********** ** store to inquire about a sale they were having on pools. I went online ahead of time and found the one we wanted but we had some questions. The person I spoke with invited us into the store that evening to show us some things in person. Our intent was to make a purchase that evening. So we went into the store and asked our questions and confirmed a total price for a pool plus install. When we said that we would like to move forward and make the purchase, the person who invited us into the store informed us that he was unable to do so and that we would have to come back the next day when someone else was present. We thought that this was odd and felt like we wasted our time but confirmed that we would return the next day. I was working the next day so Katie would go make the purchase without me. So the next day came and my wife Katie went to the store to make the purchase. She met the store manager and explained that we were there the previous evening and passed along the information we were given on price, install etc. The purchase process took almost 3 hours and can only be described as chaotic. The store had computer problems and Katie felt like she was left hanging alone for extended periods of time. We get it, computer problems happen.. but then came the time to tally up the total cost which was over $2,000 more than we were quoted the night before. Obviously this wasn't expected and was super disappointing, especially after being in the store for almost 3 hours trying to make a purchase. We were able to remove some of the package items such as a pool alarm to get the pricing back down to what we expected... but that meant we lost out on items we expected we would be getting as part of the package. We were offered no consolation for pricing we had in writing and were expecting. Another confusing thing was that some of the items we ordered were in the store and some were to be shipped to us.. this lead to things we did actually pay for like a pool cover and winterizing items being overlooked and not sent to us because they were supposed to be shipped to us. Regardless, the purchase was made and an install date was given for 8/7/23. We received some items on a pallet which was dropped dead center in front of one of our garage doors. This blocked access and I had to drag the pallet out of the way with my truck in order to get it out of the way because of its weight. Ok so far not great, but it gets worse. We applied for a permit with the town and coincidentally got a call saying that our pool could be installed in 2 days because of a cancellation - so we accepted. The next day, (not two days later as we thought) we got a call from the installer - they were on their way to our house. Problem was, nobody was home and Katie and I were working. Katie arrived home to our back yard being torn up and a pool being installed. Also our irrigation system lines were torn out and cut in half. Katie asked about what happened and they stated that we would have to have it repaired because they cut through the lines. They were also filling the pool with our garden hose at this point which we explicitly asked not to happen because we ordered water from a truck as we are on a well and have some iron in our water. No teflon tape was used at the hose connection points and they were all leaking. Our yard was also torn up and left a complete mess away from where the pool was located. About 100 cigarette butts were left on our lawn and driveway along with other pieces of trash (soda bottles and food wrappers). I also noticed that 2 yellow tabs from the filter were snapped off. The next day I called the store to explain what happened and nobody could help me there. The gave me a number to their corporate offices. I called and explained the situation and ask about having our irrigation system lines repaired. I asked if they called digsafe before performing work to which they stated that they were exempt and that we signed a contract stating that we would mark out the ground ahead of time. My argument was that the contract also stated that an adult over the age of 18 had to be home before any work started. I also argued that we couldn't mark out the ground if the work was being performed all of a sudden and not even on the day that they stated it would occur. The person (Melanie, in charge of all installs at the corporate level) did not offer any apologies - she didn't even sound sympathetic. She just kept saying "you signed a contract". She was rude, unprofessional and not willing to listen to me. The next day pool, clean pool water was delivered. Once chemicals were added, the metal in the water from what was added by hose oxidized, turned the water red and we had a 2 day old pool that looked like a swamp. I called Namco for advise and was told that they could not offer any help whatsoever. I ended up spending about $300 building a filter to remove iron from pool water after finding help online. At this point I also noticed that we were missing our pool cover and other items that we paid for and the ladder arrived with damaged parts. Another call to Namco corporate - they at least agreed to send us the items were paid for and didn't possess. They ordered parts for the broken ladder. Once the water was finally clear, we plugged in the actual pool pump/filter and the housing from the pump literally exploded and water was pouring out. I took a video of this and again called Namco corporate - I spoke with the lead at customer service - Lynn - I explained how we have had problems across every step of the process and now the pump was broken to which she became upset and stated that she ordered the items that were missing and damaged ladder parts and that this was a new problem. I mentioned that I wanted to go to the store and have the pump replaced that day to which she denied and stated that she would have to send a tech out because the pump "doesn't sound broken to me"...I tried to explain that I am mechanically inclined and know how pumps operate and I know that this was broken. All she kept saying was that I was wrong and that it didn't sound broken to her. I offered to send her a video via email to which she accepted. Turns out, I was right... it was broken.. Someone else called me back and stated that a new pump would be ordered and delivered on Friday and that they would send out a tech to fix the problem. The pump arrived yesterday and the tech called to schedule a visit here today between 10am and noon. Nobody showed up in that window. We called Namco corporate again and they said they were backed up and he would be there at 2.... at 330 when nobody showed up again we called again... the lady on the phone said he was stuck in traffic and she guaranteed he would be here today even after we asked about when he just calls it quits for the day. We explained that today we were supposed to leave to go camping and we are waiting for this repair to happen.... at 530... we get a call from the tech's boss.. Big surprise...he isn't coming today. Now we have to wait until Monday but wasted our entire day. At least this person offered his apologies for the complete and utter failure of his company on all fronts. But that doesn't do us any good at all.

  

  Business response

  08/17/2023

  On 07/28/2023, customer called into Namco Pool Customer Service to document his experience at the ********** Namco Store purchasing his pool and installation, (including irrigation system issue and missing components to ladder) and claim of missing products from their pool order purchase.

  During this call it was discussed with the customer that Namco Pool can arrange to have the manufacturer of the ladder direct ship out to him the missing components to the ladder and due to the frustrations experienced with the store at the time of purchasing the pool and installation, as a customer service courtesy he would be sent at no cost to him a solar cover for his pool, winter cover for his pool and winterizing kit for his pool as those items were not purchased on the customers initial pool order(order attached for reference).

  Attached to this response is a copy of the customers signed 2023 Above Ground Installation Sales Agreement.  This is the document that the customer refers to as the “contract.” Circled in orange are portions of the agreement where the customer has brought forth issues that are outlined as customer responsibilities, or instances that were outlined and signed off and agreed upon by the customer prior to installation. 

  On 8/01/2021 a customer called Namco Pool Customer Service stating his pump was spraying water and requested it be fixed immediately, or he wanted to go to the store to get a new one.  The customer was advised that he would need to first send in a video to access issue with the pump, then he would be contacted back to discuss resolution, as a pump spraying water could have just been a loose component, hose, or gasket. Within 30 minutes, the video was reviewed and determined that customer needed a replacement pump covered under the manufacturer warranty, a replacement order was created and generated to be sent out to him via FedEx and a work order created for a technician to swap-out the pump once it was delivered to the customer.

  Technician was scheduled to swap out the pump for the customer on 8/04/2023 with the assigned time frame 10am-2pm, customer was contacted that morning and advised that the technician was running late that day for his appointments and asked if they preferred to reschedule that day’s appointment or asked was it ok to keep that appointment for the day.  Customers did mention to the Field Service Manager that they were leaving for vacation that evening but wanted to keep the appointment for that day.  Due to a scheduling miscommunication and extreme traffic that day the technician was not able to make the appointment for Friday 8/04/2023 to swap out the customer’s pump.  Appointment was rescheduled for Monday 08/07/2023 10am-12pm, customer’s pump was replaced, and service appointment was completed.

  Due to the inconvenience of the Technician appointment having to be rescheduled from Friday 08/04/2023 to Monday 08/07/2023, I can extend an offer of a $50 in-store credit to the ********** Namco Store location as a customer service courtesy.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I opened my pool May 27 after hanging winter tabs from NAAMCO in it last Fall. The top of one of them came off before I could remove it from the pool and spilled a large amount of white powder into the pool. The water tested extremely high 10+ for chlorine so I left the solar cover off and ran the filter but after days, the reading did not come down. After many phone calls I found out from ****** the company that produced the product for NAAMCO that the the unlabeled containers were not chlorine, but held monopersulfate, a non-chlorine oxider that interferes with home chlorine tests and causes false high readings for chlorine. This was verified at the NAAMCO store when my water tested extremely low for chlorine on their test. I spoke again with ****** as NAAMCO had no advice. They recommended obtaining a deox reagent test from ****** ********* in order to assure safe chlorine levels for swimming. ****** recommended as the least expensive option K-1004 test kit ($32.83) and the monopersulfate interference remover (35.88). together with shipping ($22.72) the total coast to ensure safe swim water will be $91.43. I called Naamco requesting to be reimbursed for this expense and they offered me a $50 coupon to use in a store 45 minutes drive from my home that did not carry these tests. Even after I told them that ****** told me they could contact them to be reimbursed for the cost, they refused to pay for the cost imposed on me by their defective product. I have spent two days researching to find the remedy to the issue, lost 3 1/2 weeks of swim time, driven to their store 45 minutes away and asked for no damages. They refused to simply reimburse me the cost of making my pool safe again.

  

  Business response

  06/29/2023

  Customer contact Namco Pool customer service regarding this claim, when discussing reimbursement for this testing kit, customer would not provide her name and address to look up any purchase information within the Namco Pool database, nor would the customer provide a copy of the water test reading she received from her local Namco Pool store for further review.  Customer was offered an instore credit as a customer service courtesy resolution to off-set the cost of her claim to retain her as a Namco Pool customer.  Within this BBB claim it includes the customers, full name, email, address, and phone number.  With that information I am unable to locate any purchase information within our data base.  I can still offer the customer an instore credit as a customer service courtesy resolution, I am willing to extend that instore credit for the full amount of said testing kit ($91.43), but I am not able to provide it in a monetary cash value. 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a saltwater pool from Namco, which was installed at the end of the 2018 season, technically not used until 2019. When opening the pool in 2022, we noticed rust chunks at the bottom of the water and then realized the whole upper railing. The part that holds the liner on, was all rusted out. Then, after further inspection, we noticed the outer bottom portion of the pool was all bubbled and rusted. We notified Namco immediately since we technically had three swimming seasons of use on this pool. We were first told upon going into the store that we were sold the wrong pool and it wasn’t a saltwater pool. We then contacted customer service and spoke to Lynn the customer service manager in Rocky Hill. She was very rude condescending and had an attitude that you would never expect to get after spending so much money. We were instructed to file a warranty claim which we did.. after submitting a multitude of pictures to different Namco representatives, and the pool warranty company we were finally notified that Namco would pay for the parts and the labor to replace the top rails, and apparently do nothing with the rest of the rust on the walls of the pool, or on the uprights. We received the parts and never received any phone calls regarding the labor and installation of these parts after calling Namco a couple of times we called the installer our self, and were told he could not come out to make the repairs until Namco notified him. This whole process started in the beginning of the 2022 season it is now the beginning of the 2023 season and we still have not received any phone calls. We’re disgusted after spending this kind of money to basically have a rust bucket pool that could collapse at any time. I didn’t feel as though replacing the parts, and the labor was enough, but was sick and tired of dealing with such a poor customer serv. and poor attitudes, and as it is, they didn’t even follow through with the repair work and I have it in writing. Buyers beware!

  

  Business response

  06/18/2023

  Customer contacted Namco Pool Customer Service on 5/31/2022 regarding the inner stabilizer bar of their pool rusting.  Upon the customer speaking to customer service the customer had thought that they were delivered the incorrect pool but upon further discussion with customer service and doing the “magnet test” on the wall of the pool it was determined the customer in fact was delivered/received the correct pool ordered.  The customer was advised a warranty claim should go through the manufacturer and had been referred to the manufacturer’s website to do so, mypoolwarrany.com.  The customer was insistent that Namco Pool do something on their behalf regarding the rusting of their stabilizer bars and bottom plates.  On 6/17/2022, the customer signed a Resolution Letter provided by Namco Pool Customer Service stating that as a customer service courtesy Namco Pool would be providing a replacement inner stabilizer bar and replacement bottom plates for their pool, as well as have an installer replace these components.  On 07/29/2022 the customer contacted Namco Pool customer service regarding their pool wall bubbling, at this time the customer was advised they would need to file a warranty claim through their pool manufacturer, ******************.   On 08/01/2022, the customer contacted Namco Pool customer service to advise that their warranty claim was approved for a replacement wall. On 06/05/2023, the customer contacted Namco Pool customer service regarding the bubbling of issue of their wall again.  The customer was advised upon reviewing the notes within their ticket, their warranty claim with their pool manufacturer was approved and they should reach back out to ******************/their pool manufacturer regarding their claim as the warranty of the pool is through the manufacturer of the pool not Namco Pool.  The customer at that time had also brought to customer services’ attention that the installers had not reached out to them regarding installing the replacement inner stabilizer bar or bottom plates sent to them.  Prior to the customers call on 06/05/2023, the last contact customer service had with the customer regarding installation of these components was 7/1/2022, customer had not reached back out to advise they were still needing assistance or waiting for them to be installed. 
  
  Regarding the installer not installing the replacement inner stabilizer bar and replacement bottom plates sent out for the pool and customer having to pay an installer to have this done, if the customer sends in the bill for this work Namco Pool can reimburse the customer for this cost.  Regarding any further warranty claims such as the existing claim for the customers pool wall, that would need to continue to be handled through the manufacturer of the product as all warranty claims are handled through the manufacturer of the product not Namco Pool directly in this case it would be the website, ******************.

  Customer response

  06/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Again, NAMCO’S customer service is non existent. 
  First, at NO time did we ever receive notification from my pool warranty stating the would COVER the walls of our pool. We actually NEVER heard back from my pool warranty regarding the wall issue. We bought our pool from NAMCO not my pool warranty.  One would think NAMCO would be concerned about any issues their customers were experiencing not just pass the buck.

  Secondly, as previously stated Namco promised parts and labor, which we have in writing, and NEVER FOLLOWED through. Not only did we call to notify Namco that we were still waiting on the repairs we contacted the installer our self and we’re told he could not come out until NAMCO called him and requested the services.  No where
  AGAIN NAMCO does not care about the quality of the products they sell and they don’t care about the customers concerns and or safety.  I did not say we hired anyone to complete the job promised by NAMCO.  NAMCO lacks integrity!!
  
  
  Sincerely,
  
  **** *** **** *******

  

  Business response

  07/03/2023

  Customer contacted Namco Pool Customer Service on 8/1/2022 and advised that ****************** their pool manufacturer would cover the pool wall at a 60% discount plus a freight charge.  Customer was advised that the pool warranty is prorated coverage by the pool manufacturer.   I have attached the paperwork associated with the customer’s claim with their pool manufacturer for reference. 

  Again, when the customer contacted Namco Pool Customer Service on 6/5/2023, he did in fact state that he paid for someone to come out and replace the inner stabilizer bar and bottom plates that were sent out to him as a customer service courtesy rather than purchasing them through the pool manufacturer on his first warranty claim on 6/8/2022.

  Regarding the installer not installing the replacement inner stabilizer bar and replacement bottom plates sent out for the pool and customer having to pay an installer to have this done, if the customer sends in the bill for this work Namco Pool can reimburse the customer for this cost.  Regarding any further warranty claims such as the existing claim for the customers pool wall, that would need to continue to be handled through the manufacturer of the product as all warranty claims are handled through the manufacturer of the product not Namco Pool directly in this case it would be the website, ******************.

• Initial Complaint

  05/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought a 21 ft pool from them and everything was amazing with the install and delivery but we started to have a problem with the salt system not even a month after the install which we followed the troubleshooting advise and had temporary fix. Then opened it up this year and it is having the same issue which now can’t be fixed so I called them and they state that they can’t replace it because the issue was a year later which I am so upset that they won’t even work with us for a product that was sold to us defective I just want resolution

  

  Business response

  06/03/2023

  Customer reached out to Namco Pool Customer Service on 5/26/2023.  He had advised that the manufacturer had referred him back to Namco as he needed a replacement salt cell for his salt and swim chlorinator.  The customer was advised that he was outside the 1-year warranty for the item, and he would need to purchase the replacement salt cell.  Customer did not reach out to the manufacturer or Namco prior to 5/26/2023 to advise that he was experiencing issues with his salt and swim chlorinator.  As the customer stated he was able to troubleshoot the issues he was experiencing with the salt and swim chlorinator prior to this year, and it was functional last season.  

  Customer response

  06/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: the issue was NOT RESOLVED last year it was malfunctioning after 2 weeks and Namco refuses to replace it 
  
  Sincerely,
  
  **** ********

  

  Business response

  06/06/2023

  As customer stated in his initial complaint, he experienced issues with the salt and swim chlorinator and after trouble shooting the issues were resolved.  The customer re-opened his pool after the winter season for this upcoming summer season and is now stating he is experiencing issues again with the salt and swim chlorinator.  The customer had only reached out to Namco Pool Customer Service for the first time for assistance regarding any issues with his salt and swim chlorinator after the one-year manufacturer warranty expired on the salt cell that needs to be replaced.  Upon customer service speaking with the customer on 5/26/2023, he stated that he no longer wanted to shop at Namco Pool and would look elsewhere to purchase a replacement cell, not allowing for any further resolution.  While Namco Pool is unable to replace the salt cell under the manufacturer warranty as a customer service courtesy, we can extend a $100 instore credit toward the purchase of a replacement salt cell.

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 24 foot round pool from NAMCO Pools in *********** ** on 06/04/22. The pool was installed by their subcontractor (*** *****) in late June 2022. The pool use during the summer of 2022 was uneventful. However, I did not receive any information as to closure of the pool for the winter. However, I had general knowledge of what is required to close a pool for the winter, as I had a pool as a child. The pool was closed without issue. I began to open my pool the other day and noticed a large tear in the liner that occurred at some point during the winter. I contacted NAMCO as to file a warranty claim (the pool is under a year old). I was informed by the store customer service representative that the damage will not be covered. The rationale stated to me was that the damage was likely caused by ice or the pool alarm. I argued that the water line was drained lower than the suggested of just below the skimmer. Additionally, I was not informed by NAMCO and the installer *** ***** that the alarm was to be removed. Pool alarms were not used over 30 years ago when I child taking care of the family pool. Subsequently, my plea and rationale was dismissed. I am now forced to take my business to a different pool company (****** **** ******); which will cost by $1800 for a new liner and installation. I refuse to do business with NAMCO ever again.

  

  Business response

  05/18/2023

  Customer contacted the Namco Pool retail location on 5/8/2023 regarding the large tears in his liner.  It was explained to the customer that only a true seam separation of a liner is covered under a manufacturer warranty. Holes, tears, and rips are not instances that a manufacturer covers under a liner warranty.  The customer was advised that he would need to purchase a replacement liner.

  Customer response

  05/18/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Despite Namco Pool denying pool liner warranty claim.  They have yet to address that there was no instruction as to how to close a pool at the end of the season.  The tear could have been prevented with post-consumer education as to the specifics of pool closure.
  Sincerely,
  
  ***** *****

  

  Business response

  05/19/2023

  Customers are explained when asked how to winterize their pools that all pool accessories must be removed from the pool when it is closed at the end of the season.  This includes pool alarms.  There is also a blog on the ************ website.

  
  **************************************************************************

  How to Close an Above Ground Pool.

  Step 7 Clear the Pool

  
  Remove all articles from your swimming pool such as the ladder, stairs, mats, over-the-wall skimmers, alarms, lights, etc. Only winter tabs and the ice equalizer should be in the pool. Skim one last time for debris.
  
  Again, regarding the large tears in the customer’s liner.  It was explained to the customer that only a true seam separation of a liner is covered under a manufacturer warranty. Holes, tears, and rips are not instances that a manufacturer covers under a liner warranty

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a hot tub from Namco in 8/2020 and since 6 months after purchasing it the jets started to malfunction. They have been working on the issue since 2021 and still have not fixed the problem. At one point they told me I would be getting a new hot tub in Aug of 2022 then they said that Jacuzzi never approved it. Today I am writing to ask for your help. Since January 2nd I have called Namco weekly and no one has returned my call last week I spoke to a different department and they were going to foward my message and still nothing. Prior to January I would call once a month to Namco. When I call Jacuzzi they say they are working on redesigning the jets and that they should be ready by Feb 2023 however they have been saying that for 6 months. They tell me they cannot give me any info to call Namco. The jets are so bad that I can't sit in one seat of my tub and run the jet because it makes the water shoot up out of the tub and into my ear. I paid aprox 13,000 for a hot tub that worked great for 6 months. We the tecs came out to fix it on several occasions they said they were clueless as to why this was happening. They would replace the jets and 3 months later have to repeat. Seeing they won't return my calls its time to ask for help. Thanks, ***

  

  Business response

  02/17/2023

  On Thursday 2/16/2023 all the effected jets on the customers Hot Tub were replaced as a temporary fix.  When Namco receives the updated jets from Jacuzzi the customers jets will be replaced again as this is intended permanent fix for her ongoing issue per Jacuzzi. 

  Customer response

  02/17/2023

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

   

  I am very pleased with the temporary resolution that I tried to achieve for at least six months to date.  I look forward to the permanent resolution that Jacuzzi is unsure when they will be creating a fix for.  What would you say a suitable timeframe is to wait for a permanent solution?  They have been telling me since august of 2022 that they were working on a solution to the jet problem.  I just would like to know how long is too long to fix my hot tub.  Thanks, ***  

• Initial Complaint

  01/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I went to their ********** ** store around 7/7/22 to get an over the wall pool liner for my 27' pool that I purchased there nearly 25 yrs ago from them, I explained to the salesman what I had for a pool and that it was dished 6" in the center, he told me that the beaded liner would work better in my situation, so he ordered the beaded liner instead of the over the wall liner that I requested, it came in several days later, pool company came to install the liner on Sunday 8/14/22, they installed the new liner and ordered 20,k gallons of water, after dumping about 5,k gallons in the bead started pulling away from the wall, they tried for about an hour to make it work but they couldn't. I immediately called the store mgr and he said he could order a replacement liner but it takes a week to come in, I explained that was unacceptable because once the pool company left then they couldn't come back till next year, the store mgr assured me that they would make it right and cover any additional cost which ended up costing an additional $1,800. for a load of sand to fill in the middle, an extra load of water plus reinstalling the new liner a second time. I spoke with Lynn Cillo in customer service and she said she makes the decisions and they are not paying, that's BS and I intend to file suit if they don't honor their word.

  

  Business response

  01/19/2023

  On 1/19/2023 Customer called into Namco Pool Customer Service requesting an $1800.00 reimbursement, stated ordered a replacement liner on 7/7/2022 from the Namco ********** ** retail store location for their pool, wanted an overlap liner and claimed the Store Manager advised it wasn’t in stock.  Customer purchased a unibead liner after discussing with Store personnel.   Customer had liner privately installed and he explained that his installer had difficulty installing the liner purchased due to his pool being dished 6” and the liner not fitting properly.  It was asked of the customer if when his installer arrived to his property to access the existing pool, and with pool being dished 6” in the center and the liner he purchased if the liner would fit properly with his situation.  He did not respond.  Customer is stating he incurred the additional costs in sand, water, and labor due to purchasing a unibead liner rather than an overlap liner.  At the time Namco did not have overlap liners in stock.  As a Customer Service Courtesy, the customer was offered a refund in the amount of $587.88 for the cost of the liner, the product purchased from Namco, but it was explained to the customer that Namco is not able to reimburse him for the costs he is seeking in the amount o $1800 for sand, water, and labor.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩