ComplaintsforNamco Pools LLC

• 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.

• Initial Complaint

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/5/22 we purchased a “*******” hot tub from Namco pools LLC in ******* **. We paid $10,359.00. We took delivery and upon start up of the hot tub it began to leak. We called customer service to alert them to the problem. They then went under a staffing change at the service manager position and we believe our claim was “lost in transition.” We had to the. Keep calling the new customer service rep to either track down the new part or see if one was ordered. Eventually we were told that it would be two months until a replacement part could be made/found from the “*******” vendor. Then we were informed it would be two weeks shipping because they had a big order and couldnt get it any quicker. I believe they waited until a large enough order could be placed before they ordered replacement parts. On 1/3/23 a service technician came to our house and replaced the part. He never ran the hot tub to confirm orperation but instead left the hose running to fill it and told us to shut it off when it was full. I let the tub sit until 3pm on 1/4/23 and upon turning the jets on the pipe fittings blew off and the hot tub drained. I called customer service to ask for a refund or new hot tub all together because we lost faith in the tub ever working correctly. Customer service continues to blame “*******” and saying they have nothing to do with the problem. It was however their service technician who can out twice already and will be coming for a third time on 1/09/23 to attempt to repair the problem. I was told i could have “*******’s” corporate number if i had a problem. I would like a full refund or replacement as well as some accountability from the product sales company.

  

  Business response

  01/18/2023

  Customer did purchase their ******* Hot Tub from the Namco Pool LLC ******* ** location on 9/5/2022.  Customer’s ******* was delivered to them on 9/20/2022.   On 10/13/2022 the customer contacted Namco Pool Customer Service department via phone stating the Hot Tub was wired by their electrician and when attempting to run the tub’s pump it was leaking water from the piping.  A technician serviced the Hot Tub on 10/19/2022, and it was determined that parts needed to be ordered to further complete repair of the Hot Tub.  I can confirm that the parts ordered from *******, the manufacturer, was on a significant back order.  Once the parts were received into the Namco warehouse from the ******* warehouse the customer was scheduled for the next available service appointment available in their service area, which was 1/03/2023.  During this appointment the parts were replaced, technician began to fill the Hot Tub with hose and checked for leaks.  Hot Tub was not leaking, servicing provided on 1/03/2023 did not require the technician to turn the Hot Tub on for testing.  Customer contacted Namco Pool customer service on 1/04/2023 stating they were serviced the previous day and the tub is leaking, customer’s call was transferred to Hot Tub Service department and follow-up service appointment was scheduled for 01/09/2023, it was found that one of the 2” hoses had come loose causing the leak.  While the technician was there, he cleaned and assembled fitting back on the hose, refilled the tub, checked for any leaking, and spoke with the customer prior to leaving the property.    When the customer called into the Customer Service Department on 1/03/2023, it was explained that their ******* Hot Tub comes with a fantastic warranty, a 3-year warranty parts/labor.  It also has an additional warranty for its surface/structure. The delay in servicing the customers’ Hot Tub initially was solely based on part availability and the significant back order from *******.  Since the follow-up service appointment on 1/9/2023 the customer has not reached out to the Hot Tub Service department or the Customer Service department via phone or email with any issues since their last service appointment.  The Customer Service Manager has also tried to contact the customers on both phone numbers available to follow-up with them to ensure they haven’t had any issues with their Hot Tub and to discuss an instore credit as a Customer Service Courtesy due to the inconvenience this experience has caused. 
  

• Initial Complaint

  10/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased an above ground pool from Namco and was told by their sales rep in store that they provide installation. Their installers are a 3rd party and they forgot to put the liner guard I had purchased from Namco down when the installed the pool. They also cut the grounding wire my electrician had installed when the filter hose began to leak and they had to come back out to replace it. I'm now stuck with a liner guard in a box and an unprotected liner that will likely not last as long due to their error. Also, must now pay again for an electrician to fix the grounding they cut. I've called the store and emailed customer care a dozen times with no reply.

  

  Business response

  10/28/2022

  Customer was offered to have a replacement liner sent out to them and have the replacement liner and liner shield installed in the Spring of 2023.  Customer was also offered an instore credit to offset the cost of water and electrical as a customer service courtesy as those are expenses that Namco does not normally cover.  Currently we have been waiting to hear back from the customer regarding confirmation of acceptance of this offer and will reach back out again this afternoon.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a pool and installation from Namco pools early this year. We spent about $15,000 total. First, we received a delivery of our “entire pool”. We received one pallet, we could tell just looking at it that there was no way this was our entire pool. After jumping through hoops it was discovered that they lost a pallet of ours. Once rebuilt, the truck supposedly broke down on its way to get it to us. After a couple more weeks I called namco and they sent the pallet to us. When our pool was finally installed in June, it was severely off level, the side rails were out of plumb, we had not even gone in at this point as this was noticeable from just looking at it. After several calls to Namco the same installer came out and “fixed” it in two hours. Then, we went in the pool to a whole new set of issues. There were several divots, rocks, and you could feel the beams under the pool, even stand on them or stub your toe on them. After several calls to corporate office and months of waiting three people came out with no machinery, and just some bags of dirt to fix the issue. Needless to say, the pool is just as bad as it began. I have called countless times and sent emails and namco is by far the worst company I have ever worked with. I requested a refund of someForm and that they come Fix my pool AGAIN. Needless to say it is not good for a pool to be taken apart and put back together so many times. I called today and they have no resolution in place. I feel sick about this, my family of three cannot afford to be out $15,000.

  

  Business response

  09/19/2022

  Installation Manager has been in contact with the customer regarding the concerns the customer has outlined and has touched base with an installer to go out to the customers property to access the pool for a resolution to be agreed up between the customer and Namco Pool, LLC.

  Customer response

  09/19/2022

  
  Complaint: ********
  
  I am rejecting this response because:I have not heard a word from namco since filing this complaint. No word of refund listed either.
  
  Sincerely,
  
  ******* *******

  

  Business response

  10/03/2022

  
  There is an installer working currently in the ***** area.  This was explained to the customer when she spoke to the Customer Service Manager this past week.  The installer will be reaching out to the customer to inspect her pool regarding the concerns she has outlined previously to access the pool for a resolution to be agreed upon between the customer and Namco Pool, LLC.  Resolution cannot be discussed with customer until the pool is inspected by installer.  Once an ETA for installer to arrive to customers property is provided to Namco Pool customer service, they plan to reach out to the customer to notify her of their scheduled date for inspection.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a hot tub which was delivered as expected on the delivery date. The installers stated the the cover of the hot tub is defective and needs to be replaced because of the mechanism that opens and closes did not operate correctly. I have reached out to the business 4 times in a month and went in to the store twice to get an update and still have not heard back in any regard on the status. I want this problem sorted out immediately by the business.

  

  Business response

  08/13/2022

  Customer’s issue with his ******* cover lifter have been rectified.  While the technician was correcting this issue for the customer, he also noticed there was some damage to the customers ******* cover.  A replacement cover has been ordered for the customer. Customer was notified of this and will be contacted when the cover arrives and scheduled for delivery/swap out.  Customer was also provided a $75.00 instore credit for his inconvenience and for the lack of communication initially resolving his ongoing issue.

  Customer response

  08/15/2022

  
  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

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pool from Namco in March 2021 and I was told by the salesperson I had to purchase the installation from them. This was my 3rd Namco pool and I was able to choose my own installation company for the other 2 pools. The salesperson advised me they guarantee the installation work. My pool was installed by the Namco installation company in July of 2021. The installer broke the existing deck while squeezing the plastic caps onto the pool. He cut the pressure treated wood deck support to fit the skimmer in. There is too much weight on all the support posts which is now causing the pool wall around the skimmer to buckle. I contacted Namco and sent them several photos showing the damage but they are saying this was caused by snow/ice damage? They instructed me to file a homeowner claim with my insurance company. Also, they are now saying I could have chosen my own pool installer? I was forced to use their installer and I was assured they would guarantee his work but now they aren't. They offered me a discount on a new pool. This pool has been used for approximately 3-4 months total and they want me to buy another one from them?

  

  Business response

  08/03/2022

  Customer contacted Namco Pool customer service on 7/5/2022 regarding the issues she was experiencing with her pool wall around the skimmer area slightly buckling and concerns regarding placement of pool in relation to her existing deck at time of installation.  Pictures were requested of the customer on 7/5/2022 of the damage that she was describing.  Customer initially sent in only 2 photos and additional photos were requested of the damage for review and received on 7/18/2022.  After review of the pictures with the Installation Manager the Customer Service explained to the customer that it appeared to be a result of winter damage/ice damage.  During the winter months an ice sheet can freeze into the inside of the skimmer, if the ice sheet shifts or pool loses even a small amount of water supporting the ice sheet this can crumple the wall below the skimmer.  Customer was advised she could contact her Homeowners Insurance for assistance, or she could be provided a quote for a replacement pool, liner, and skimmer at a discounted rate if she wanted to replace the pool as a customer service courtesy. 
  
  Regarding installation, it is a customer’s choice to purchase installation privately or it can be purchased in addition to a pool purchase through Namco but it is not required.  In the ABOVE GROUND SALES AGREEMENT-INSTALLED document signed by the customer it does state that customer agrees that if any damages occur to the swimming pool after installation which is in any way caused by customer or resulting from natural disasters and or acts of God, ground frost, deck movement, poor yard drainage or other natural causes, Namco shall be held harmless therefrom.  Namco gives no guarantee to fit pool in exact alignment with existing deck due to the many different pool dimensions, including but not limited to wall height, and pool radius.  If there is an existing deck, consulting with the subcontractor to determine the minimum space between the new pool and the deck that can be achieved upon installation.  
  
  Customer requested to speak to someone other than customer service and the installation manager did reach out to the customer and advised to the customer as well that the issue regarding the wall at the skimmer box is an isolated issue. The way the crease is, downward pressure at the skimmer box would be the only cause for this type of crease to form is one of two ways; a brace from the deck resting on top of the skimmer box itself or ice damage.  He also sent the customer a link to information regarding Ice damage to aboveground pools.   Regarding the customer’s deck he recommended cutting the deck boards that are resting on top of the top rails to prevent the deck boards from warping. This will also make putting a winter cover on much easier.  

  Offer of discounted quote for replacement pool is still available to the customer if needed.

  Customer response

  08/04/2022

  
  Complaint: ********
  
  I am rejecting this response because: Namco is now claiming it is a "customers choice" to purchase installation privately or as part of the pool purchase but as stated in my initial complaint, this was not actually the case.  I was told by a Namco sales associate in the ****** ** store that this was not optional.  I would have liked to use a pool installer of my choice but I was told Namco had changed this policy and they would assign an installer to me.  Apparently I was lied to at the time of purchase, but the fact remains I was forced to use their installer and was not happy with his work. This was not a misunderstanding, it was a deliberate deception by a Namco employee for the purpose of maybe a commission or some other financial gain? 

  I did speak to the installation manager and he did provide me with suggestions on how I can basically do damage control now to hopefully prevent further damage to the pool wall.  I emailed him additional questions this week and I await his response.

  I was offered 60% off the purchase of a new pool. I would have to pay 100% of the installation. I would not consider that a realistic offer as a customer courtesy.   

  
  Sincerely,
  
  **** ******

  

  Business response

  08/15/2022

  Namco only had one installer assigned to the customer’s area for installation, which is the case for most areas based off territory layouts/size. The installation service isn’t something that is required with the purchase of a Namco pool, but the installation company assigned for installs purchased through Namco are based off location.  Namco’s Installation Manager has responded to the customer’s email regarding how the customer can prevent further damage to the pool wall.  He stated that, if the customer starts seeing water leaking from the skimmer to make sure that is addressed immediately. There isn’t much more that can be done to protect the wall.  Although, the customer would not consider a 60% discount on a replacement pool, liner and skimmer if needed a realistic offer as a customer service courtesy the offer is still available to the customer if needed in the future.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Referred to subcontractor who failed to properly install pool or hook up filter. Numerous calls no response. Namco will not help in this matter. I'm stuck with a faulty pool no filter hook because of the company namco highly recommended. Call to customer service was not returned. In store manager would not help.

  

  Business response

  07/11/2022

  Customer spoke to Namco Pool customer service on 7/07/2022 and it was explained to her that private install is not something that Namco can assist with repairs for, I suggested she continue to try and reach out to "***** ******* ****" to have them come out to access the pool and repair and hook up filtration system.  It was also requested that customer send in pictures of her pool, for review, those have still not been received.  Customer did state that all merchandise that she received from Namco was in good condition.  I did explain to her that I would have been able to assist her if there were issues with any issues pertaining to the pool items, she purchased but due to the installation being a non-Namco install that is unfortunately not something I was able to assist her with, customer stated she understood.
  

• Initial Complaint

  06/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  24 foot round above ground pool Purchased 4 June 2022 Installed by sub contractor 21 June 2022 Installation unprofessional Liner wrinkled bottom and side Pool deck cut up for install Emailed Namco day of install Installer called me next day concerns discussed Installer returned 23 June 2022 No resolution I have full install on video and pictures

  

  Business response

  07/11/2022

  Customer contacted Namco Pool regarding his dissatisfaction of his installation on 6/21/2022, the Installation Coordinator reached out to the installer who had gone back out to the customers property to try and smooth out some of the wrinkles in the customers pool liner.  Within the 2022 ABOVE GROUND SALES AGREEMENT – INSTALLATION CONTRACT the customer signed at the time of purchase it does state that Namco does not guarantee that the liner will be free of wrinkles or defects once installation is complete.  The contract regarding existing decks does state that customer understands that NAMCO can give no guarantee to fit pool in exact alignment with an existing deck due to variations in pool and deck dimensions, height, and radius. If there is an existing deck, consulting with the Subcontractor to determine the minimum space between the new pool and the deck can be achieved upon installation. Because of variations in pool dimensions, the space between the deck and the new pool may be as much as 12 inches. Please make sure that you consult with your subcontractor to determine the minimum space between the new pool and the deck that can be achieved upon installation.  Customer was contacted by Namco Pool customer service to discuss his installation on 7/11/2022, it was discussed with the customer that the pool was installed properly and completely. There are no issues with the pool wall, uprights, top rails, etc and the issues he had were covered under his signed contract. Customer was offered a $200 instore credit for the inconvenience as a resolution. He wanted to accept the $200 and still pursue his complaint further. It was explained it was a resolution offer, so if he'd like to further his complaint, the $200 was not available as an option. Customer declined the $200 instore credit, but it is still an option for him at this time.

  Customer response

  07/16/2022

  
  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

  06/27/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  6/13 went to Namco purchased pool and deck to be installed. Seller told us would be installed 2-3 weeks in July and we would hear from installer later that week. They also told us that we would have to take a pool permit out under our name. When I called back a couple days later stating I havent heard from an installer and pool/deck was delivered they said they would reach out to installer. I then told them I was made aware by my town that I am NOT to take a permit out but that the installer was supposed to provide their information for it. Once I told them I need the contractors contact they stop responding. I called 4 days straight!! Finally went into store to cancel everything and to get a refund they were rude and told me i had to contact customer service which I did in store. About 15 min later after I sent in the docU sign cancelling my order the contractor text me rudely talking about scheduling. I kindly responded that we already began cancelling services. The store is trying to charge us fees for their mistakes and negligence I will be getting a lawyer involved if needed.

  

  Business response

  07/06/2022

  Customer contacted Namco Pool Customer Service on 6/27/2022 stating that they wanted to return their pool, deck, and installation services for a full refund.  She stated that she was having issues with communication with her assigned installer and no response from them and did not realize that she had to obtain permitting for the pool.  Customer was advised that within the DocuSign 2022 Above Ground Sales Agreement-Installation Contract that they signed it does state that customer is responsible for obtaining all necessary permits and fees. Customer is being charged a $100 restocking fee which was approved rather than the normal 15% restocking fee on pool return, due to the issues that the customer had prior to their request to return their pool.  Customer has received their refund for both their pool and deck installations.  Once pool has been picked up and returned by the 3rd party carrier to our warehouse the customer will receive their refund of their pool purchase.  Request for pool to be picked up and returned to warehouse has been created by Customer Service.

  Customer response

  07/14/2022

  
  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,
  
  ***** *****

*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. ↩