ComplaintsforNamco Pools LLC

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased above ground pool from this company summer of 2021. They contract installers for installation. Installation team left the bottom pool surface uneven in one spot. Said they would come out next season (2022) to fix it. They were called this spring to come out as they promised- they came out one time- had us drain the pool they stated what the problem was said they would come back to repair it- gave us a date and have yet to come back. Unable to reach them (********* **** ************ * *** out of ********* is the name of the installation company). Have reached out to Namco Corporate headquarters multiple times via phone and email. We keep getting told the installation manger will reach out- he never has. We have sent pictures of how the installers left the pool. The pool now sits empty and can’t be used. We need a resolution. Pictures enclosed of how the pool was left by the installation team when they came out and then never came back. They also told us it would be 400 dollars to fix then said it wouldn’t cost anything when we called them to ask why they didn’t come out as scheduled to repair the pool.

  

  Business response

  06/12/2022

  Customer has been ordered a replacement liner and it I have confirmed through ***** tracking that it was received to their residence 6/9/2022.  Customer has been in contact with our customer service department and our Installation Coordinator who has set them up with an installer to get these issues corrected and replacement liner put in to get them up and running for the season.  Customers have been in contact via phone with installer as well. I believe the customers issues are resolved. 

  Customer response

  06/13/2022

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

  The liner to the pool has been delivered and yes, we have been in contact with the installer.  Joanna (installation coordinator) called us once.  She stated that once the liner was delivered, she would be able to schedule replacement. We have called her at least two-three times and she usually just responds that she will call back and she doesn't.  So, I would not say the problem is resolved as a date for actual liner replacement has not been scheduled. The problem will be resolved when the installers actually come out and replace the liner and we are able to use our pool. 
  
  Sincerely,
  
  ****** *******

  

  Business response

  06/21/2022

  While I understand that the resolution wasn't fully resolved with my initial response, Namco did provide via ***** and our Install Coordinator was in contact with both the customer and in the installer coordinating a time for the work to be completed for the customers pool to be back up and usable for the season.  It is my understanding that the installers should have been out to the customers property to remedy the outstanding issues yesterday.

  Customer response

  06/22/2022

  
  Better Business Bureau:
  
  After several schedule changes by the installer, they did finally come out last night and installed a new liner and leveled out the bottom of the pool.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is specific to Mr. Chris C****, Corporate Installation Manager, Namco Pools ***** ***** **. We purchased an above ground round 21” pool on March 16, 2022 from Namco Pools, ********** **. Namco provided us with the installer for this pool, ******* ******** owner of ********* **** ************, ******* **. After installation, the electrician arrived at our home to complete the electrical work required for the approval of our Building Permit from the town of ********** **. Upon inspection of the Grounding Installation, the electrician indicated that the Grounding Connector Installation had not been completed by the installer. As indicated in the Installation Instructions provided by Namco, the grounding connectors must be installed at 5 locations on all round pools. 1. BEFORE INSTALLING POOL WALL, INSERT GROUNDING CONNECTORS INTO THE LOWER RAIL. The electrician upon further investigation found that the 4 grounding connector plates were stuck on the OUTSIDE of the pool wall AFTER the pools walls were installed and the electrician easily pulled at each connector as they fell to the ground. The electrician could not find the 5th connector at the top rail coping and does not believe that the Grounding Connector Installation occurred at all. Several contacts were made to Mr. Chris C****, Installation Manager at Namco Corporate Office, ***** **** ** to assist as the installer provided by Mr. C****, Installation Manager would not respond to this customer. As Mr. C**** is the designated contact person for Installation of Pools, Mr. C**** has not responded as of this date and we have a round pool with 12” of water that is not useable and cannot be inspected until Mr. C**** resolves this issue. We have over $4,500 invested in the pool and it’s construction. This appears to be intentional disregard to a legitimate concern with monetary implications that were presented to Mr. C**** and a total disregard to the standards that Namco ensures it’s consumers.

  

  Business response

  06/13/2022

  Corrections to the initial installation were scheduled to take place by installer 6/11/2022. The customer stated the following work was outstanding; lower rail slide needs the connectors installed, aluminum tape needs to be put on the coping, grounding connector needs to be inserted next to the aluminum tape and the upper rail needs to be placed over the aluminum tape.  Customer had stated that they would take photos of the completed work and upon validation by their electrician, notify the Better Business Bureau that the current complaint has been resolved.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In August of 2020 we had a pool installed by Namco Pools. Due to the pool being installed at the end of the season, we used the pool for only 2 weeks prior to closing. The following year (2021) we used the pool for the entire season. When it came time for us to close it, we noticed a problem with the sand leaking out of the bottom of the pool causing a major indent. We reached out to Namco, and after much back and forth, they said they would warranty the liner and replace it in the spring (2022), however, we would be responsible for the cost of the water. We agreed. After chasing Namco down, they finally came out on Thursday, May 12 and replaced the liner, finishing the job on Friday, May 13 early that morning. Chris C**** - the install manager, stated if we were to have any problems to call him. I then left for the day only to come home to find the brand new liner leaking and flooding my entire backyard with the approximately 15,000 gallons of water that we had been filling it up with. I have reached out numerous times now to get an answer to this problem and keep getting told by the manager Phillip that he will return our call when he gets an answer from upper management. Chris C****, other than reaching out saying he would be in touch has also not returned any calls. Namco at this point in refusing to credit us for the cost of the water and has not given a concrete date that they will for the third time now fix a pool that we have only used for one full season.

  Customer response

  05/18/2022

  I am writing to inform you that my complaint with Namco Pools complaint #********, has been resolved to my satisfaction.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 30, 2020 I purchased a 27*52 inch round pool from Namco. Due to the pandemic orders were backed up and they didn’t expect delivery until October 2020. At the time of purchase, Diane gave us the name of their contractor and told us to set installation up with them. I asked if we were to pay for the install with the pool and she said no, pay the contractor directly. In addition to the pool she also sold us a 2 year protection plan on the pool. Well here it is exactly a year after install and we notice the pool is half empty so we uncovered it a little early. The pool water was down to only 26 inches with wrinkles and large divots in several spots. When contacting Namco since the liner and new installation should be covered they stated that because we paid the contractor directly, we need to contact them. Why would you sell me a protection plan after you just told us to pay the contractor directly?? After contacting the contractor they said they they would give us a break on another installation but we would need to purchase a new liner. This is unacceptable after I paid over $6000 for the pool and installation to include a protection plan that I can never use!

  

  Business response

  05/03/2022

  Customer contacted the ****** Namco Pool Retail Location on 4/18/2022 stating pool installation was not done correctly, stated pool was losing water by the day and provided (4) pictures.  The ****** Namco Pool Retail Location created a customer service ticket regarding the customers concerns on 4/18/2022, customer was contacted via email on 4/21/2022 requesting to verify the name, address, and phone number on his original order to locate his order information (*********** ** ******* *** ***** ***** *** *****).   It was also mentioned that in the pictures received there didn’t appear to be any visible holes/tears/seam separations in the photos or photos of the outside of the pool and additional photos would be helpful determining the issue.

  
  Customer responded:

  ***** ************ ***** **************************
  Sent: Friday, April 22, 2022 5:42 AM
  *** ****** **** *********************
  Subject: RE: Namco Pool Customer Service
  
  Ashley, The photos I sent clearly show the liner for some reason has wrinkled around the pool about 6 inches from bottom. There is undermining under the liner that has created big divots in the liner. I am not sure where the actual tear is but I am loosing ¼ to ½ inch of water per day. I reached out to an alternate installer and they suggested that the liner was improperly installed with the shoring and tamping of the sand underneath. I can provide you with more pictures this afternoon.
  
  ***** *********** ** ****** **** ******* ** ***** *** *** ****

  Customer was called on 4/22/2022 after his email above was received and it was explained to him that his pool installation was scheduled and paid for privately and not through Namco Pool therefore any installation issues would need to be discussed with the install company. It was also explained that the pool protection plan covers manufacturer defects for an extended period, but if there was a problem with the initial install, he would need to work with his installation company for a resolution.

  
  If the customer needs a replacement liner only seam separations are covered under the manufacturer warranty.  Customer clearly stated in his email that his issues are stemming from installation and not any manufacturer defects.  Customer purchased installation of his pool through an outside installation company as Namco didn’t offer installation services in his area at the time, he purchased his pool.

  
  As a customer service courtesy, the customer can be offered a $100 in store credit toward a replacement liner, but the liner does not have a seam separation there for it would not be covered under the manufacturer warranty nor the pool protection plan.

  Customer response

  05/03/2022

  
  Complaint: ********
  
  I am rejecting this response because: in the protection plan that they sold, liner installation is covered and I assume that the damage was caused by installation because there is no visible damage and no liner seam damage is visible but it could be leaking from a seam.  
   
  After speaking with Ashley I spoke to THEIR contractor and explained to them what Ashley said. They even said that they are Namco’s contractor and do all their work since they don’t do installation the protection plan should cover the new liner and installation. 
  

  Again, as was stated in my original complaint, if they don’t cover anything because as they originally told me, “we didn’t pay the contractor, you did” why would you sell me a protection plan where nothing is covered??
  

  Provide a refund of the protection plan that can never be used and this issue can then be resolved.
  Sincerely,
  
  ***** ***********

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a winter pool cover, "Eliminator" online for $265.81 on 6-14-2020 from Namco pools.. The pool cover carried a 7 year prorated warranty, and that was one of the reasons why we purchased it. In their article it didnt mention anything else, just a 7 year prorated warranty, and to the customer, it means that the pool cover is covered for 7 years againt any damage or defects.? Back in December 2021, I noticed the cover on the pool started ripping in a few spots and took pictures. I contacted the company and in good faith, I asked them to honor the 7 year prorated warranty, and I sent them the pictures, and I ask to send me another pool cover. A few days later they contacted me( **** ***************************) and said, the warranty doesnt cover " Wind damage"? This doesnt make sense, Wind damage? What proof do they have? To me the pool cover was defected! Their solution was, we will give you a $50 credit, but you have to come to the store for the credit and I live in New York and to drive to them in Connecticut, its about 150 miles, why would I do that? Again, dont make sense. I asked them again, in good faith, honor the warranty that you have posted on your website and send me another pool cover. Their warranty didnt mention anything about wind damage is excluded and this is entrapment for the customer buying a expensive pool cover and not being covered under the warranty. They have ignored me since and never replied to my email. This is poor customer service and not honoring their guarantee. Is it fair I have to spend another $300 for another pool cover and its less then 2 years old. It states the pool cover should last againt any harsh winters and guaranteed for 7 years!! The pool cover was installed correctly according to the instructions. Being a winter cover, you can expect snow, ice, frigid temperatures, and of course wind?? They are being unreasonable and unfair. All we want is another pool cover or our money refunded. Thank you for your help.

  

  Business response

  04/20/2022

  Namco Pool Customer Service received a call from the customer on 4/12/2022 regarding the damage to his winter pool cover.  Pictures were requested of the damage to his winter cover and what could have caused said damage.  Upon review of the photos the customer had sent in (which the customer attached to this claim, and I am attaching the 3rd picture he provided) it was found that the damage was due to that of wind whipping (wind whipped definition-a current of air, sometimes a considerable force, moving generally horizontally from areas of high pressure to areas of low pressure). Damage to the customer’s winter pool cover was not that of a manufacturers defect therefore it is not covered under the pools Manufacturer warranty.  I attached the Manufacturer’s Warranty for the ********** ****** Winter Pool Cover for reference.  As a Customer Service Courtesy, a $50 in-store credit was offered to the customer when a representative spoke with him regarding this matter on 4/14/2022, customer did state that he was not close to a store and would have to drive 150 miles.  We reached out to our e-commerce department and were able to get an online code for the customer in the amount of $50.00 to utilize online toward the purchase of a replacement ********** ****** Winter Pool Cover.  I did call the customer today prior to receiving this BBB complaint to provide him with that update and left him a voicemail with those details and my phone number and extension for a call back.  I have not heard back from the customer.

  Customer response

  04/21/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  1. Namco Pools never attached a Manufacturer warranty for reference to any email they sent me.  2. A warranty is a legal enforceable promise that facts and representations about a product is true.  3. This is misleading and this is frauding the customer. A warranty is a contractual assurance from a seller to buyer. A warranty protects my investment.  4. The only thing stated on their online ad is , 7 Year prorated warranty, nothing else. 8. I have read other reviews and they all complained about the same thing that the cover materials starts breaking down after 2 years and they know its a defect in the material. and that the warranty is a coverup.  9. Namco pols solution is to issue a $50 credit, meanwhile my cover is less then 2 years. Why would I accept a $50 credit to buy the same cover only to have it break apart again and be out of another $300? Why would I do any more business if this company dont acknowledge their warranty, so I wouldnt want to deal with a dishonest company and will leave negative feedback online. 10. Consumer rights act states it allows me to get faulty goods repaired or replaced for free for up to 6 years. 11. This is a breach of contract! which is the failure to fill their contractual obligations by not performing in accordance with the terms of the agreement. 12. Namco pools states these tears was caused by wind damage. How can they prove this? Did they come to my home to inspect this and do a investigation with claims to back up their solution on what happened? 13. I did some online research on this cover and about wind damage. It states you must put water on the cover to prevent any wind damage? How can I do this when the cover is pull tight all around the pool and held with rubber straps. It states the water on the cover stops the cover from whipping in the wind. 14. This is suppose to be the best cover on the market and its suppose to withstand any harsh winter? Like snow, ice, frigid temps, and winter winds. Why advertise a warranty if you dont stand by on what you sell and defrauding customers. Where is the consumer protection against schemes like this. 15. We want to resolved this and we are asking for another cover like we were promised when we purchase this cover. This cover is defective because the materials used to make this cover has deteriorated with the harsh winter and with the sun. Thank you.
  Sincerely,
  
  ******* ********

  

  Business response

  04/22/2022

  When the customer contacted Namco Pool Customer Service on 4/12/2022 regarding the damage to his winter pool cover, it was explained to him that he purchased the ********** ****** Winter Pool Cover through Namco Pool, but the warranty is through the manufacturer not Namco Pool.  At that time the 7-year pro-rated warranty was gone over with the customer; that the warranty will be void if the cover is damaged as a result of improper installation or use, or if damage is a result of ice, wind or low water level. Warranty also states that although winter cover is made of tough material, it is required that you pad sharp corners of top caps and coping with foam squares, solar blanket material or similar to prevent cutting of the cover, it is not apparent in the photos provided that that was done by the customer.

  
  As explained to the customer if the damage to his ****** Winter Pool Cover damage was a covered instance it would have been in the second year of the customers ownership of the winter cover, per manufacturer warranty, owner would pay 50% of the current dealer suggested listed price. 

  
  Upon review of the photos the customer had sent in (which the customer attached to his initial BBB claim, and the 3rd picture he provided I attached in my initial BBB response) it was found that the damage was due to that of wind whipping (wind whipped definition-a current of air, sometimes a considerable force, moving generally horizontally from areas of high pressure to areas of low pressure). Damage to the customer’s winter pool cover was not that of a manufacturers defect therefore it is not covered under the pools Manufacturer warranty.  I attached the Manufacturer’s Warranty for the ********** ****** Winter Pool Cover for reference.

  
  As a Customer Service Courtesy, a $50 in-store credit was offered to the customer toward the purchase of a replacement winter cover, customer did state that he was not close to a store and would have to drive 150 miles.  We reached out to our e-commerce department and were able to get an online code for the customer in the amount of $50.00 to utilize toward the purchase of a replacement ********** ****** Winter Pool Cover.  I did call the customer prior to receiving the initial BBB complaint to provide him with that update and left him a voicemail with those details and my phone number and extension for a call back. 

  On Thursday, 4/21/2022 the customer left me a voicemail that he was not in acceptance of the $50 credit, he stated that he did have ice, wind and snow over the winter, and nothing says the warranty excludes wind damage.  Customer also stated in the voicemail that the Article says 7-year pro-rated warranty and he is requesting a new cover sent, doesn’t want any more phone calls and do not call him back to discuss, just sent a replacement cover or will proceed with legal action.

  
  Damage to customers ****** Winter Pool Cover was not that of a manufacturers defect on workmanship or material therefore it is not covered under the ****** Winter Pool Cover warranty. 

• Initial Complaint

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered a pool from namco the first week of June 2021 , said 7-10 day delivery and we did not receive the pool until late July . Pool was installed mid August. The pool walls wobbled during use and supports quickly started to bend and crumble . Local pool contractors were backlogged until spring , local pool contractor told us namco pools are known to do this and the pool is un-repairable and we will need a new pool . We have signed contracts with a new company to have a new pool installed . I contacted namco about a refund under the warranty , Sent photos and was quickly told its not covered and to dispose of the pool , namco blamed it on our pool deck which clearly has aprox an 8" gap between pool and deck .

  

  Business response

  04/11/2022

  The customer contacted Namco Pool Customer Service on 4/7/2022, stating they had purchased current pool online and had it privately installed last year.  Customer stated that he is currently waiting on new contract for a replacement pool and installation and wasn’t going to dispose of the current pool until he heard back from Namco Pool.  Pictures were requested from the customer to access the damage to the pool and what could have caused said damage.  Upon review of the photos the customer had sent in (I have also attached photos to this response for reference) it was found that the pool damage was due to ground heaving (heave definition; upward movement of the ground beneath/resulting in the soil expanding/swelling). This caused the pool to get stuck on the customers deck resulting in the pools crumpling/damage.  Damage to customers pool was not that of a manufacturers defect therefore it is not covered under the pools Manufacturer warranty. 

  Customer response

  04/14/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********** ******** This photo is from August 10th, 2021 you can see the supports buckled right after pool was filled . The deck has aprox a 6-8" gap between pool and deck the ground does not heave this much .namco blamed ground heaved on winter weather but this photos shows supports buckled before any frost or freeze. The pool materials are weak .

  

  Business response

  04/14/2022

  Namco Pool Customer Service received no prior communication from the customer prior to his communication on 4/7/2022 regarding any damage or dissatisfaction with the pool product purchased.  Communication was not after installation of the pool and was after this past winter season, just last week. When customer contacted Namco Pool Customer Service on 4/7/2022, he stated he had purchased his current pool online and had it privately installed last year.  Customer stated that he is currently waiting on new contract for a replacement pool and installation and wasn’t going to dispose of the current pool until he heard back from Namco Pool.  Pictures were requested from the customer to access the damage to the pool and what could have caused said damage.  Upon review of the photos the customer had sent in (which were the photos I attached to my initial response to this complaint) it was found that the pool damage was due to ground heaving (heave definition; upward movement of the ground beneath/resulting in the soil expanding/swelling). This caused the pool to get stuck on the customers deck resulting in the pools crumpling/damage.  In photo #8 you can clearly see that the pool is in contact with the deck.  Damage to customers pool was not that of a manufacturers defect therefore it is not covered under the pools Manufacturer warranty. 

*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. ↩