Complaints

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

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  Namco Pools

  30 Waterchase Dr Ste 2 & 3 Rocky Hill, CT 06067-2110

• 

  Namco Pools

  1131 Washington St Hanover, MA 02339-1618

• 

  Namco Pools

  8 Spit Brook Rd Nashua, NH 03060-6924

• 

  Namco Pools, LLC

  541 S Broadway Salem, NH 03079-4499

• 

  Namco Pools

  275 Washington St Attleboro, MA 02703-5517

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.

• 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,
  ******************.

• 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.