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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:05/26/2023

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

      Business Response

      Date: 06/03/2023

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

      Customer Answer

      Date: 06/05/2023



      Complaint: ********



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



      Sincerely,



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

      Business Response

      Date: 06/06/2023

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

      Date:05/10/2023

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

      Business Response

      Date: 05/18/2023

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

      Customer Answer

      Date: 05/18/2023



      Complaint: ********



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

      Sincerely,



      ***** *****

      Business Response

      Date: 05/19/2023

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


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

      How
      to Close an Above Ground Pool.

      Step
      7 Clear the Pool


      Remove all
      articles from your swimming pool such as the ladder, stairs, mats,
      over-the-wall skimmers, alarms, lights, etc. Only winter tabs and the ice
      equalizer should be in the pool. Skim one last time for debris.

      Again, regarding
      the large tears in the customer’s liner. 
      It was explained to the customer that only a true seam separation of a
      liner is covered under a manufacturer warranty. Holes, tears, and rips are not
      instances that a manufacturer covers under a liner warranty

    • Initial Complaint

      Date:02/13/2023

      Type:Service or Repair 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.
      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

      Date: 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 Answer

      Date: 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

      Date:01/19/2023

      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.
      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

      Date: 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

      Date:01/05/2023

      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.
      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

      Date: 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

      Date:10/14/2022

      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.
      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

      Date: 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

      Date:09/06/2022

      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 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

      Date: 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 Answer

      Date: 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

      Date: 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

      Date:08/03/2022

      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 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

      Date: 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 Answer

      Date: 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

      Date:07/25/2022

      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.
      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

      Date: 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 Answer

      Date: 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

      Date: 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.

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