Namco Pools

I purchased a pool over 10 years ago and the side panels rusted out and when we uncovered the pool all of the paint peeled off of the top rail. After several emails and calls Namco had replaced the outside rails liner and top rails.

The same thing has happened to the new pool that was installed. The walls of the pool started rusting out two years ago and now two of the sections are covered in rust and several other sections have rust on them. This rust has caused damage to the liner putting holes in it and now this year when I uncovered the pool the liner above the water line is shredding and all of the walls are wavy on the long sides of the pool. This pool is complete garbage from day one and you replaced it with the same piece of garbage.

This pool shouldn't even be sold and the customer should be told if there's an issue with a pool. You shouldn't be selling these. What kind of warranty is on this replacement pool?

I need to start removing the water because I think the entire this is about to let go. PLEASE advise at your earliest convenience!!!

We purchased a expensive winter pool cover, Eliminator, on 6-14-20 with a guarantee 7 year warranty. Less the 2 years later, the cover materials are breaking down, becoming brittle, and is defective.

I sent pictures and Namco Pools said it was caused by wind whipping and is not covered under the warranty. They only offered a $50 credit towards the purchase of another $300 cover! I have checked online with other reviews and many others experienced the same problem and they wont acknowledge their warranty and customers got stuck.

A warranty protects your investment. I feel this is a breach of contract and as a consumer we have rights.

NAMCO just sells pool components and not complete system. Numerous parts and components needed to install the pool were not provided on the original order and shipment.

Every time I went to assembly a component parts were missing requiring multiple calls to the store to get the parts I should have originally been shipped.

The installation crew is an amateur and a joke. They were supposed to install my pool at the end of June, the installer decided he was comfortable with the site for the pool and delayed the install 3 weeks.

When the day came to install the pool he was a no show and the refused to install the pool altogether.

Now Im waiting for a SECOND installation company to install the pool which may only be the end of August, just in time to shut it down for the year.

So with all the *** pulled by Namco, I paid $20,000.00 for a pool I wont get to use this year.

I called Westbrook Maine store approximately 4:15pm, was told open until 7pm, got there 5:55 pm, door was locked. Knocked on door, no answer, person came out approximately 6:15pm, told him was told they was open until 7pm, asked if he could go back in, I needed hose from filter to pool, mine blew *** and was leaking.

I just drove 35 min to get there, he said no. There was 3 other people that came to store, to also find door locked while I sitting in parking lot and tried to call store to see if anyone there.

So I wasted 1 hour 10 min(total trip), and approximately 2 gallons of gass @ $5. If they had said they was closing early, I would not have done that

I will never purchase anything from Namco again, even if I have to pay twice the amount, and we share my bad experience with whom ever asks.

At the time of receiving the pool they did not send the liner and when the company I hired to install the pool came, they could not do the installation, I lost four hours of my work and all our plans were interrupted because we had to wait 4 days to receive the liner and 6 days to finally have the pool installed, I am very disappointed because I called the Namco store in Southington CT and I explained the situation to them and they agreed to find a solution to the problem, I waited a few hours but I did not receive a response from the store, it was then that I decided to call the central offices and file a complaint and it was them who I ordered the liner and they told me that I would receive it in 4 days, this whole situation was very frustrating, we had to cancel the electrician and now our backyard will not be ready to receive my family this next week as we had already planned.

I want to share a nightmare of a story involving NAMCO that began in late May when we decided to purchase a pool. Over 12-13 years ago, we purchased a pool from NAMCO and our experience was much different. My wife and I understood that the world has been much different since the pandemic and it would be unfair to have the same expectations dealing with businesses prior to COVID-19, but we feel strongly that NAMCOs level of customer service was misleading and at times unprofessional.

On 5/20/20, we decided to go to our local NAMCO store in Salem, NH to purchase a pool. Initially, we looked at the Morada oval pool but after speaking with a store manager who informed us that specific model was presently out of stock and it was suggested ordering a slightly more expensive Quest oval pool.

After a few weeks of not receiving a phone call on the status of our purchased pool, we decided to call NAMCO ourselves.

So on 6/6/20, we called our local store and after several unsuccessful phone calls, our call was transferred to NAMCO headquarters and to our disbelief we were informed that the oval Quest model was not in stock and were given an option to switch out to the Morada model which is now supposedly in stock. We were then told that we would not see the price change on the new work order we received via e-mail because only the local stores are allowed to alter the price at this point. We were directed to bring a copy of the new work order reflecting the change of of pool. We were then given a full refund for the purchase of the original pool back on May 20th and were instructed to report back to the local store once the new pool arrives to make a new payment. Apparently, the store manager was unsure which model pool would be delivered, so we all agreed to wait.

After two weeks of not receiving any phone calls for the new order, we decided to call our local store and was now informed that the Morada model isnt being delivered as expected. Apparently, NAMCO warehouse has a long back order of making pools because different models were not taken off the website leaving the impression the pools were readily available when in reality the models were out of stock.

At this point, we understood the effects of COVID-19 and purchasing a pool in the summer of 2020 was not a realistic expectation, so we requested to cancel our order.

Approximately two &;;;;;;;;;;;;;; half weeks later, over the 4th of July weekend, we received a phone message from the NAMCO warehouse saying our pool is ready and will be delivered on Monday, July 6th. We received a second phone call from a company called P Beach who requested that we give me them a call to schedule the pool installation.

The following day on Sunday, July 5th, we visited our local NAMCO store to confirm the delivery of the pool and discuss payment. After speaking with the store manager, we were informed that it is possible a pool will be delivered but it is unsure which model, we were told NAMCO did not have time to cancel all the back orders and customers are now receiving their pools. The store manager suggested we wait until we find out exactly which model is being delivered and if we are still interested in keeping the pool then we should make a payment.

On Monday, July 6th, a delivery of a Morada pool arrived but unfortunately without a pump, filter or a hose. We then called our local store to inform them of the missing parts and was informed that yes the warehouse is working at a fast pace shipping out pools knowing the pump/filters will be in back order but we can pick up the hose at the store. At this juncture, we were debating on whether or not to keep the pool because we felt the pool would not be fully operated this summer and why purchase a new pool that over the winter will begin the progression of wear & tear without ever being used so we were adamant that we will keep the pool but not make a payment until all the parts were delivered and we have a functioning pool. Our request was not unreasonable, we also mentioned that over 12-13 yrs ago we did purchase a pool at the same NAMCO Salem, NH store. We live approximately five minutes from the store and NAMCO has all our personal identifying information in their computer data base.

After our verbal agreement, we called P Beach Install Company who initially agreed to install the pool on Friday, July 24th after their workers installed a pool at another customers residence in the neighboring city of Lawrence. On July 24th after not hearing from P Beach, we called our local NAMCO store and the install company again, now we were being told that the install will be done on Monday, July 27th.

On Monday, July 27th, P Beach installers did arrive at our home and asked if we had a pump/filter, we informed them the items were in back order and it was agreed that the pool will be put together and they will have to return on a later date once the items arrive. My wife then called the local Namco store and was told their store is still waiting on a shipment from the warehouse in Connecticut and hopefully the filter/pump will arrive next week. The installers arrived on a day which was probably one of the hottest days of the summer, as gracious hosts we offered water and gatorade drinks to battle the heat. Prior to the installation, the P Beach spokesperson/administrative assistant named Joanna stated we needed to make a decision right away on purchasing a pool cove and a pad to protect the liner which we did at cost of $200. We later discovered these items couldve been purchased at a much cheaper rate at any local NAMCO stores as stated by the Store Manager and that we didnt need those items. We also had a separate fee of $250 because we were told that basically looking at our yard the excavation will be more than 6 which is not completely consistent with the language of the contract NAMCO has you sign as a customer before paying an installation fee ($2,000). Ironically, the excavation for our yard consisted of shifting the dirt from one side to the other side to create a flat surface for an oval side pool (12 by 24), there was no dirt that was actually dug out that required any removal. A disturbing discovery we encountered after the pool installation was completed was the countless amounts of smoke butts that were left all around the pool, an area where our two young children and other neighborhood kids play all the time. During a time that we are under a pandemic facing a deadly airborne virus. Another troubling discovery was a missing ryobi charger/battery that was inside the garage in close proximity to the pool boxes. I find it upsetting that the last time I used the rhyobi battery/charger was the day before on Sunday, July 26th to weed whack the yard after I cut the grass with the riding lawnmower. For that past two summers, the battery/charger has been in the same exact location inside our garage to be readily available for use every two weeks. I can say without a shadow of a doubt that other than the installation crew no other strangers have had access to our garage and until this day, it is nowhere to be found. My wife & I finally stopped searching and just ordered a new set for $76.05 at Home Depot online. Prior to leaving, the installers suggested and after we agreed, began filling the pool with water. Unfortunately, the water soon began discoloring without any infiltration.

Two weeks later, the week of August 10th, we received a phone call from the local store manager inquiring about the pool and to make a payment. Again we were adamant of making a partial payment given that we still have no filter or pump and the original install has not been completed, the store manager said he would make some phone calls to other local stores and will call us back. We did receive a phone call stating that the pump & filter will be ready for pick up on Saturday, August 15th. We then called P Beach installers to complete the original install only to get grief that their company is behind and the install will not be done right away. We stated to Joanne that we are waiting on their company to complete their portion of the job before we paid NAMCO for the pool. In that moment, Joanne began insulting us and said it is immoral and unethical to have a pool that we havent paid for and payment should be immediately made. To say that we were highly offended by this non NAMCO employee is an understatement, not only did this person insult us, she pried in our personal confidential dealings with NAMCO. Joanna went as far to call our local NAMCO store and to a NAMCO employee named Karen who works in the warehouse out in Connecticut to make an issue of something that was not her business and was already known to NAMCO. This stress resulted in Karen, the NAMCO warehouse employee from another state calling us at a minimum on two occasions inquiring on something we believe was not her job duties nor her responsibilities.

On Saturday, August 15th, my wife went to our local NAMCO store to pick up the filter and pump. At this time the manager asked to see a picture of the pool as proof of which pool was delivered, and he determined it was a Morada. After meeting with the store manager, it was agreed that we make a payment of $7,300 and we will make a final payment, the difference of $479.89 once the original install is fully completed.

On Tuesday, August 18th, two employees from P Beach showed up to install the remaining parts after being contacted by NAMCO. They noticed that there was a black hose missing that was needed to attach the chlorine dispenser, and my wife went to pick that up so that they could complete the install. As they demonstrated how to use the dispenser, they also noticed that a filter was missing from inside it, said we shouldve received it, but told us everything will still run fine without it. At this time, it was suggested and agreed to completely fill the pool. Unfortunately, the following day on Wednesday, August 19th, we encountered another issue now with the pump. It appears to either be broken or installed incorrectly because water was profusely *** out, we immediately called NAMCO and it was suggested that we send a picture to the P Beach company. We vehemently refused to have any further communication with P Beach and suggested NAMCO who we paid directly as customers for the original installment call P Beach to come back to our residence to determine if the new pump is broken or it was incorrectly installed. Unfortunately, we now have a discolored pool with hundreds of dead mosquito larvae floating inside.

We want to stress that the store manager, supervisor and the other employees at the local NAMCO store in NH have acted professionally and did what they could under these circumstances and limitations.

We will be attaching pictures of the pool, and an e-mail we received from the NAMCO headquarters in Connecticut for the change of pools.