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Business Profile

Above Ground Pools

Namco Pools LLC

Headquarters

Complaints

This profile includes complaints for Namco Pools LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Namco Pools LLC has 18 locations, listed below.

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    Customer Complaints Summary

    • 24 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/16/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased a above ground pool from Namco ***** **** ** pool has bee leaking for 2 years. Namco say to hire a diver to find leak. They will not honor any warranty on the liner. Pool water.down to 2 feet high no leak. Namco said to raise water level and put in food coloring in pool to find leak. They can send out someone to see if they can find leak but will have to charge us for person to come out

      Business Response

      Date: 06/24/2025

      The
      customer initially contacted the Namco Pool store in ***** **** on 9/14/2024
      regarding their pool leaking water.  The
      store created a customer service ticket. 
      On 9/16/2024 a representative from the customer service department
      reached out to the customer’s wife and she requested that her husband be
      contacted as she was out of town.  The
      customer service representative explained to the customer that only seam
      separations are covered instances under the manufacturer liner warranty, not
      holes, rips, or tears, and asked if the customer had been able to locate the
      source of the water leak in the pool.  The
      customer stated he had not been able to locate the source of the leak.  The customer service representative did
      explain to the customer that proof of a seam separation would be needed for a
      warranty claim with the manufacturer if a warranty claim was to be filed, customer
      was saying he sent pictures but no pictures had ever been received to our email
      box that we receive emails to on a daily basis to (**********************) for
      review.  All warranty claims are to be
      submitted directly through the liner manufacturer ******** to their website Liner Warranty – ******** . Unfortunately,
      during the phone call that day with the customer service representative the
      customer got really frustrated as he wanted someone to come out to locate the source
      of the leak and Namco Pool does not offer these services, the customer
      ultimately disconnected the line.  If the
      liner does in fact have a hole, rip, or tear and is not covered under the liner
      manufacturer warranty as a customer service courtesy we can offer $100.00 off
      of a replacement liner, that would have been offered to the customer before he
      disconnected that day on the phone. 
    • Initial Complaint

      Date:05/12/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We purchased our pool from Namco in November with April install date. Immediately there was an issue wit the pool liner which took a great extent to get assistance with repair and accommodation for pool water purchased to be refunded. Fast forward to now and yet again we are having another issue with this company. At the time of closing the pool we called to get some assistance on the steps to take, we did as told: lowered the water 6 inches below skimmer, put the balloon in the pool and covered with all provided supplies. I have had pools previously growing up and I thought the cover appears to be too small. Also my parents who have had pools questioned it. When I called namco in ****** they stated that the round cover provided was the correct size. Prior to pool installation we took precautions to prepare for winter (cut trees down that would potentially cause damage). During winter we got as much snow off the pool as we could however there is only so much we could do for the rain. Also rain is something that the pool cover should be able to handle. The recommended size for a 24 foot round pool is 28 feet in diameter to ensure a good fit and overlap. I called multiple pool companies and this was their recommendation. The tension on the wall damaged the pool which was from the incorrect size being provided. The pool did not even last a year which is completely unacceptable for any company to think this is appropriate. I have yet to receive any assistance from this company as much as even an email back.

      Also not to mention the poor communication from the start of this. I reached out for help on march 6 and have yet to hear from namco for assistance, have a huge concern to the stability of the wall and what will happen should this cave in more than it has.

      Business Response

      Date: 05/21/2025

      The customer contacted the ****** Namco Pool store on
      3/06/2025 regarding damage to his pool. 
      The store created a customer service ticket with (2) pictures attached
      to the ticket as well.  On 3/07/2025 Namco
      Pool Customer Service reviewed the pictures that were submitted, information provided
      and contacted the customers husband and attempted to have a conversation with
      him via phone that was unproductive.  Namco
      Pool Customer Service was attempting to explain that their pool had experienced
      winter damage, that the skimmer got pulled down by ice.  Damage was caused
      by ice formation, which has pulled down the skimmer and led to the collapse of
      the pool wall. This type of damage occurs when the water inside the pool
      freezes and expands, creating pressure against the wall and skimmer. As
      temperatures fluctuate, the ice can shift, pulling on the skimmer and weakening
      the structural integrity of the pool. Over time, this stress can cause the wall
      to buckle or collapse entirely. 


      The
      damage that occurred to the pool was not due to the winter cover as the
      customer is claiming.  Customer was sold a 24’ round winter cover which is
      the correct size cover for their 24’ Havana pool.  I have attached a picture of the winter cover
      box which shows that for the 24’ pool the cover size is 27’.   Winter
      damage is not covered under the manufacturer’s warranty.  That was not
      able to be fully explained to the customer as he began screaming and shouting
      and using profanity during the phone call once he was explained that the damage
      to his pool would not be considered a covered instance under the manufacturer
      warranty and his pool and installation would not be able to be replaced for
      free as he was demanding.


      Namco
      Pool Customer Service was trying to advise the customer to cut the cable on the
      pool’s winter cover to let the cover fall into the pool so the ice/snow weight
      on the cover doesn't further cause damage to the pool or components.  It was also going to be suggested to the
      customer that if they wanted a 2nd opinion, they could file a
      warranty claim with the pool manufacturer as they hold the warranty for the pool,
      but he disconnected the phone.  Customers
      are more than able to do so at ********************** .

    • Initial Complaint

      Date:09/18/2024

      Type:Delivery Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought a patio set from Namco in *********** on 8/21/24 and was told I would receive it within 10 days. after 10 business days I called to see where it was and when I would be getting it. After being on hold for a while the manager (Connor) came back and said that they did not have any at the warehouse so I asked if I could buy the display model in the store which I did. Then I asked about the glider and when I would get that. He said that will be coming and The warehouse will call me when it is ready to be delivered. After waiting several days, I called again and was told it is on its way, (which was a lie.) After waiting another several days, I called customer service and talked to a nice lady named Lynn and she found out that Namco never released it to be delivered. I called Lynn again 9/16/2024 and she found out that a third-party delivery people was going to pick it up and bring it to a sorting facility and they will call me when they’re going to deliver it . I was wondering if you could help me figure this out and will I ever get the glider. I was hoping to have it before winter

      Business Response

      Date: 09/25/2024

      Customers
      Martinique Sling Double Glider was delivered by the 3rd Party
      carrier ****** ******* 9/23/2024. 
      Attached is POD picture from delivery. 
      The customer was explained that due to the high volume of sales orders
      from that the patio blow out sale generated deliveries were a bit delayed.  
    • Initial Complaint

      Date:09/05/2024

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On April 9, 2023, I purchased a complete pool set up and installation from Namco pool in ****** **. Pool was installed in late May 2023. In June 2024, after we opened the pool I noticed a large rust area with holes within the rust on the outside. Water was leaking from the pool wall. I immediately contacted Namco and the warranty facility to no avail. I was told by both corporations that it was not covered and Namco Corporation would do nothing about the situation. The pool was only a little over a year from installation, and was obviously a manufacturing or installation problem. Despite numerous phone calls, they are unwilling to cover the cost of repairs. I have to pay more money to fix a brand new pool that was likely faulty from the start. The manager at Namco felt that this situation was not right and is willing to replace the pool and liner but I would have to pay for another install at 1500.00. I am still paying off the initial loan of the pool and installation and feel this is inappropriate business. I cannot even install it myself due to health issues. Sincerely **** *********

      Business Response

      Date: 09/17/2024

      Customer
      contacted Namco Pool customer Service on 6/25/2024 stating she had water loss throughout
      this past season of her pool but thought that it was evaporation and not a
      possible issue with her liner, she also mentioned that the area of the pool
      wall that was in fact rusting she thought was dirt and not rust.  Customer informed Customer Service on this
      date that she wanted to file a warranty claim, customer was advised that rusting
      issues are not covered instances under a manufacturer warranty.  The customer asked that we email her
      information regarding how to file a warranty claim.  On 6/26/2024, the customer called back to Customer
      Service advising when she filed her claim with ***** received a “bounce back”
      email.  The customer was advised that Customer
      Service was made aware that ***** was experiencing email server issues, but they
      still should have received her email.  Namco
      Pool Customer Service did offer to forward her claim to Ashai on her behalf if
      she her email correspondence forwarded it to us.  That same day on 6/26/2024, Namco Pool
      Customer Service forwarded the customers email correspondence to *****
      regarding her warranty claim. 

      On 7/01/2024
      the customer had called back into Namco Pool Customer Service advising that she
      had not heard back from ***** regarding her warranty claim, the customer was
      advised that ***** had responded to Customer Service back on 6/26/2024 regarding
      the warranty claim information that she requested we forward on her behalf (see
      attached to this response).   *****
      stated in this response that the rusting issue with the customers pool is not caused
      by a wall defect/poor manufacturing.  Ashai
      offered in their response to the customer, how to purchase a replacement wall
      on their website.

      When
      discussing possible issues of why the liner is leaking with the customer, it
      was asked if she had noticed any holes, rips or tears in the liner.   She
      had stated she did not know where the leak was coming from.  It was explained that only seam separations
      are covered under the liner manufacturer warranty, not holes, rips or tears
      (see attached ******** Manufacturer Liner Warranty).  Customer requested that Customer Service
      forward *****’s response to her via email. 

      The
      customer called back into Namco Pool Customer Service on 07/02/2024 and stated
      she had decided that she was going to go ahead and purchase a replacement wall,
      she was advised that would need to be done through *****’s website directly,
      **************.  Customer was advised to purchase
      a replacement liner and liner installation she would be referred to her local Namco
      store for that, she was offered $100.00 in-store credit off the cost of a
      replacement liner as a Customer Service courtesy, but the customer declined
      stating that was not helpful. 

      Customer Answer

      Date: 09/22/2024



      Complaint: ********



      I am rejecting this response because:

      I do not know how Namco thinks this an acceptable response to this issue. I purchased a pool from them 1 year ago... I wanted to support a local business instead of purchasing with a big box retailer and I am regretting that decision. I do not know how this company can stand behind this product. On the Namco website it is clearly listed that they sell "Highest Grade Pools in the Industry". I didn't know they refer to highest grade as only lasting one year. The resolution after purchasing a $5500.00 pool from this company is that they want to offer me $100 in store credit and then essentially purchase an entirely new pool from the manufacturer. I want this company to take responsibility of this negligence and remedy the faulty product they sold me. We trusted this company to provided the highest quality pool and installation, which has yet to be seen. I bought this pool for my family to enjoy and be around together and it has caused me nothing but stress all summer. Please do better.



      Sincerely,



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

      Business Response

      Date: 10/03/2024

      Again,
      to reiterate, the pool warranty is through ***** and the liner warranty is
      through ********.  Attached to the
      previous correspondence were both of said companies warranty guidelines to
      reference.  The customer had a leak in their
      pool’s liner which was that of a hole, tear or rip, not a seam separation that
      would have been a covered instance under the liner’s manufacturer
      warranty.  Namco Pool’s Customer Service
      offered the $100.00 in-store credit as a customer service courtesy to off-set
      the cost of a replacement liner for the customer.  *****, the pool manufacturer, guided the
      customer to their website where they can purchase a replacement wall if they
      were interested in doing so, as unfortunately the issue they were experiencing
      with the pool wall was not a covered instance under the manufacturer warranty.

      At
      this time, if the customer is interested in the $100.00 in-store credit toward
      a replacement liner, it is still available to them to take advantage of, if they
      would like to, they just need to call into customer service to have it emailed
      to them and it is good for a time-frame duration of 6-months.


      Customer Answer

      Date: 10/08/2024



      Complaint: ********



      I am rejecting this response because:

      I will reiterate that I purchased a pool from Namco 1 year ago and that purchasing a new pool nor is a 100 credit a reasonable solution to this case. Can you imagine buying a pool and having to purchase another one a year later? I do not understand why this is an acceptable response. I will not accept "purchasing a new wall and liner" as a solution to an expensive purchase that is supposed to last 15 years + from your company. Please figure out a better solution because this is unacceptable. I have attached a picture of my HALF empty pool that we only closed a month ago. 


      Sincerely,



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

    • Initial Complaint

      Date:04/29/2024

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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 Answer

      Date: 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

      Date: 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 Answer

      Date: 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

      Date: 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

      Date:10/19/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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 Answer

      Date: 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 Answer

      Date: 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?

      Business Response

      Date: 11/02/2023

      As explained in the previous
      response Namco Pool’s Field
      Service Team spoke to the customer on 10/19/2023 and scheduled a technician to
      service the customer’* ***** ******* 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 photos
      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 Jacuzzi
      Hot Tub or its parts requiring a technician service visit. All Technician visits
      not covered under warranty are billed at $150.00 per hour, minimum of an hour
      per visit. If the customer has received follow up emails regarding the unpaid
      invoice those are system generated as reminders. As a customer service courtesy,
      I have gone ahead and waived this service bill this one time.  Any service visits in the future that arise
      in a charge will be the sole responsibility of the customer. 
    • Initial Complaint

      Date:09/28/2023

      Type:Product Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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 Answer

      Date: 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

      Date:08/08/2023

      Type:Order Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:06/20/2023

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:06/06/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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 Answer

      Date: 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

      Date: 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,
      ******************.

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