Melissa M.
Namco made it right
Update to previous post. Karen from Namco corporate customer service reached out to resolve the issue. She asked for pictures of the liner and damage and said they wanted to make it right. After sending the pictures she responded back that they were offering a new liner and 1/2 off installation. She also ordered a new skimmer. The liner and skimmer arrived faster than Karen said it would take. Fred from PBeach came out yesterday and after assessing the situation contacted Namco about the state of the pool, Namco approved to cover them taking the pool apart, repairing the site, re-leveling and reinstalling the pool, they were here until after dark. The new liner is in and awaiting water delivery today. Karen in the corporate office was amazing to deal with, responsive, courteous and professional. Joanna at PBeach who is the scheduler was friendly and worked hard to get us on the calendar quickly. We are very happy with the resolution to this situation and are thankful that Namco made it right. Previous 1 star review: We purchased a 27 ft round manhattan pool in September 2020. Pool was installed by namco installer precision home enhancements Steve Ragucci in May of 2021. We have had nothing but problems since. After water was delivered we noticed a large crater in the pool bottom. The next spring when we opened the pool there was another crater on the opposite side of the pool exposing the paver holding the upright and making a hole in the liner. After contacting Namco and informing them I was directed to the installer. Steve and his wife came out and said it wasn’t a problem with the install it was a rodent problem. They took no responsibility for the damage and charged me 1500.00 to fix it. We had to fully drain the pool so they could pull the liner, repair/fill in the bottom of the pool and reinstall the liner. The very next summer we had another crater two uprights to the left of the previous one. Now the entire bottom far side has blown out at the seam. The paver holding the upright was washed away along with all the sand that was used under the pool. We had a pool professional with 40 years of experience come out to give us a quote on correcting the problem and he advised that the reason for the liner failure was improper installation. The pool is not level. They did not proper cove the the bottom. The pressure on the seam eventually caused it to separate and fail. When we originally complained about the installer the first year they sent the installer to determine if they were at fault, of course the installer blamed anything else. Who would admit they did a bad job? I will never go to Namco again and I would never recommend them to anyone. Lynne at the corporate office is rude and not helpful at all. When I said this was a problem with install she yelled at me that it was not. If it was an install issue it would have failed the first year. It did fail the first year, and the second and the third and now after the 5th. Side note. Namco no longer uses this installer because of the many many customer complaints.