Namco Pool & Patio Equipment

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DOES NOT HONOR WARRANTY/HORRIBLE QUALITY PRODUCT/CUSTOMER SERVICE IS A JOKE!!! Purchased my pool in mid May 2014 and the Oops warranty (which we were told was 3-years, but was only 2.) After a nightmare and being misled regarding delivery, it was finally received and installed in late June. Over the winter, the seam of the liner tore and we lost all of the water and the wall became damaged. This was all covered under the manufacturer's warranty. After a bit of back and forth following a claim in early April, Namco agreed to provide the liner and wall so that we could have the pool repaired. I was initially told by James in the Auburn store that it would take 10 days for delivery. Later, I was told by corporate it would take 4 weeks. As we now approach 7 weeks, I still have no idea when the wall will be in. I showed up to pick up the wall and liner, and the district manager James hid in the back office. They ignore my emails requesting updates. The product quality is poor, and the customer service is even worse. Also, the extended warranty company (Fortegra) tried to say that they did not cover the labor to fix the pool and I had to decipher the legal language in the agreement for them.... Go anywhere BUT Namco to buy a pool. There is a reason they are rated an F with the better business bureau!!!!! I would rate them zero stars if I could.



UPDATE: After reaching out to the Attorney General's office and the VP of Merchandise and Retail stores, the wall came in to the Auburn store the following day for pickup. We also received a $500 store credit and a check to replace the water in the pool. I am happy that the situation was resolved, but I would not recommend to a friend based on my experience.

We had a similar experience to Kim G. We purchased a pool at the Auburn store in June 2014 and the store gave us the run around and the installers were terrible, 3 weeks late of the original install date. The install was poor and the installers charged us extra for a 2 inch grade on our pretty flat lot. They delivered equipment to do the work at 11 PM at night and woke up our entire neighborhood. Namco did nothing to correct this. Then fastforward to opening the pool this spring. The winter snow weighed down on our liner and snapped some of the pool post caps. My husband also spoke to JAMES and he guaranteed us he would order the 9 busted caps and they would be in mid June. We had spoken to him again at the beginning of June and they were supposed to be in on time. This past weekend (2 weeks late) we called and asked to speak to him. Another person assured us he was with a customer and would call us back. Today , two days later my husband called back because we hadn't heard from him, he is on vacation. Tyler the current associate ordered the parts and they will be at our house in 2 weeks, mid-July...lets just say my husband has a very detailed long letter written to the better business bureau and the corporate offices going out as soon as we get our parts.

I bought a large rectangular Arctic Pool Cover from Namco last season. As we were draining the rainwater and leaves off the cover in the Spring, we realized there was a huge seam that had come totally undone. It was a huge mess to get the cover off, all the leaves and algae spewed into the clean pool below.



I checked the Warranty for the cover online at namcopools.com, and it said there was a Warranty on the "Seam Separation". When i called the store to see if i could exchange or return it, they told me that the Warranty only covered the seams at the "weighted edges", not the ones in the middle. Absolutely ridiculous. I will not buy anything from Namco again.



I've heard others talk about the flimsy quality and awful customer service, but this was my first experience with it regarding a large ticket item. I'm currently filing a complaint against them through BBB and online websites, because there "Warranty" did not specify which "seams" it did and didn't cover.