Testimonials

Dear Mr. Hoffman,

I don’t know if you remember me, but my name is Jay Landers and I purchased a hot tub from Recreational Factory Warehouse last November.  We started having problems with the tub throwing the breaker almost immediately after having the tub installed.  I had your service technician Ray Kopp come to my house on numerous trips in attempts to locate and fix the problem.  This was a very frustrating situation for me and I know that it was for him also.  Ray was very intent on locating the problem and seeing what he could do to make it right with me.  He was very patient and I know on one occasion he spent hours at my house working on the tub when he knew that it was going to make him late getting off from work.  There were many times during the six months from the time that I purchased this tub until I was finally able to convince your Company to replace the tub, that I wanted to throw up my hands and just return the tub and get my money back…

…The real purpose of this letter is that I just wanted to contact you and let you know that I think Ray Kopp is a valuable asset to your company.  He seems to be very dedicated to the Company and is genuinely concerned about problems that occur with your products.  I know in my case he bent over backwards to remedy the situation and if he hadn’t treated me the way that he had, then I probably would not still be a customer of Recreational Factory Warehouse.  I deal with the public a lot in my job as a police detective and I know what it is like to deal with someone who is dissatisfied and frustrated.  I had several crisis situations going on in my personal life at the same time that I had to deal with your company, and I must say that Ray made it a lot easier for me to accept.  I think he went above and beyond his normal duties in my situation to try to make things right with me and keep me satisfied.  After having to deal with Chris, that is saying a lot.  I wanted to write this letter on his behalf and let you know that in my opinion he is a very valuable employee to your company.

Sincerely,

Jay L

Dear Mr. Rob Hoffman,

How often do you discover that you have an incredibly valuable employee?  There’s a saying that goes, “Good help is hard to find.”  Well, you certainly have found “Good Help” in one of your current employees.

I have had the pleasure of receiving help from Ray Kopp, the technician that comes to repair my hot tub.  He has without question gone far beyond that call of duty.  One time he was here, and he had been supposed to leave for vacation that afternoon, but he came anyway, and stayed until after 8:00 working to fix my tub, so that I could use it for a party that weekend.

Another time, he was out back, working, IN THE SNOW, to get my tub functioning again.  I like to think it was because he knew I think that nothing is better than a hot soak in the snow, but really, it was his dedication to his job that kept him there so late.

Time and again Ray has come to the rescue.  I must tell you that the first two years we had our tub, we had so many problems with it that we were almost ready to sell it, and go somewhere else.  But, each time, Ray was there, on time, and with a great deal of knowledge, and he always worked quickly and efficiently to get us up and running again.

I have been considering upgrading my spa to a larger model, as the kids have grown, and I can assure you, that if it hadn’t been for Ray’s quick and courteous help, I would have long since disregarded RFW, and gone to another company.  However, I know as long as I can depend on someone like Ray to make it all right, well, I guess I’ll continue to do business with RFW.  He has been the sole reason that I am a loyal customer, and I continue to buy my chemicals and accessories there.

Actually, it is possible that I am loyal to Ray, as I would call on him for repairs no matter where he worked.  I know he is very experienced, and capable, and he will always be my first choice for repairing my hot tub.

It is my pleasure to let you know how happy I have been with the customer service that I have received from Ray.  Good employees like that are hard to find, and I’m sure you are doing everything in your power to keep him there, and reward him for the good public relations job he is doing.

Sincerely,

Jan S

 

Maurice,

We just wanted to say how happy we are with the service that Ray has performed on hot tub, along with his honesty about our tub.  Ray has had to come out on two service calls for us and has been very professional and knowledgeable about our concerns and problems.  He has provided answers to questions about other products that RFW sells and speaks highly of the company that he represents.  When Ray came out to cure two problems with our tub he went above and beyond our expectations to make us very satisfied customers.  When he was here he had seen another problem that would eventually cause him to return for another service call and he took care of that also while he was here, before it became a problem to us.  He thoroughly checked all over our tub for any additional problems to make sure we will remain satisfied customers of Leisure Bay Products.  Thank you for your service and ability to maintain a high customer satisfaction within your store.

Sincerely,

Tim H

 

Dear Leisure Bay,

I have had the benefit of enjoying one of your spas since March of this year.  Over this 7 month period, the spa has performed as advertised.  We have found the sales staff (especially Tim) to be quite helpful, the store stocked with the appropriate chemicals for maintenance and these chemicals competitively priced.  However, the first few months of enjoying the spa were questionable times.

After using the spa for nearly one month, one of the hoses began to leak.  This was later traced to a defective lot of hoses manufactured in a similar time period.  After experiencing the problem, I promptly contacted Leisure Bay and Ray, the service technician was sent to repair the unit.

The experience with Ray was just as, if not more, reassuring as the sales and support departments of Leisure Bay.  Not only did Ray promptly and carefully repair the unit, but took the time to discuss options, opinions and trade-offs in the repair of the unit with me.  In addition to valuing our input to the problem, he reassured us that in his years in the spa business, Leisure Bay has the highest quality, reliability and repair standards in the business.  He was able to answer all my questions thoroughly, completely and knowledgeably not only of Leisure Bay, but also of the spa industry.  Being an engineer myself, I was also surprised of Ray’s ability to completely address questions regarding plumbing, electrical and hydraulics.  After completing the repair, Ray offered to research the lot of defective hoses not only for our benefit, but also to alert manufacturing and store management that Leisure Bay may have further issues with tubs assembled with this particular lot of hoses.

With the subsequent leaks, my wife was not especially supportive of the quality of the parts of the tub, the management of the store or the integrity of Leisure Bay.  I felt bad Ray had to experience this, but he handled it professionally and humbly.  We have not had problems since, and I attribute Ray’s customer relationship abilities, as well as his technical skills, as to retarding additional pressures and emotions that would have been forced upon the store and the company.

In closing, I would like to thank Leisure Bay for having business intelligence in offering a tub with nice options and warranties, but would also emphasis that this would be quickly forgotten if not for the repair and customer savvy skills of Ray.

Sincerely,

Jim B

 

Mr. Breedlove,

We purchased a spa from your store for our new home last year.  Ray was there at installation.  Everything appeared to be fine for weeks.  Then a line blew off and flooded our entire sun room while I was at work.  We called and Ray came the next day and replaced the line.  Then about a month later a different line came loose and the same thing had to be one.  This has happened 5 or 6 times.  Each time the whole thing has to be drained and refilled which has been a big expense what with having to also replace chemicals.  The last time this happened I told them they could come and get it.  We have been very dissatisfied with the spa.

Ray called me and reassured me that he would be right over and as always he came, made necessary repairs and soothed our ruffled feathers.  If not for him we would have gone to the better business bureau and told anyone we know not to purchase a spa from your store.  Ray has been most helpful and is always courteous and pleasant.  I hope you know what a valuable employee he is and I’m sure I’m not the only difficult customer he has had to assuage.  He is the only reason we agreed to keep our spa.  I really don’t know what we would have done without him!  Please tell Ray for me that we appreciate all his efforts.

Bob B

 

Dear Sir:

I am writing this letter to let you know of the outstanding service we received from Ray Kopp.  If you look back in our files, you will find that we have had numerous problems with our hot tub we purchased from you.

We had to replace the first one, a result of a factory defect.  We had to make several calls about leaks in the pipes.  We even caught some of your guys in outright lies to us on the phone.  All in all it has been very frustrating.  At times we wanted to sell the thing.  However, I have to say that Ray always responded promptly and efficiently.  He knew of all the problems we had and made every effort to fix them.  The last time he came out he had to crawl around in the rain and the dirt (because our tub sits down in our deck) to fix it.  This was at 6:00 or 7:00 at night.

It is only because of him that I have not insisted that you take this tub back.  He did everything he could to make it right.

You would to well to reward folks like him.  It’s rare that you find good customer service these days.

Sincerely,

Kim C

 

Sir,

Quick note to let you know how pleased I am with the service/help I received from Ray at your Greensboro store.  I have an older spa and required some parts and Ray went out of his way to help me out.  I unfortunately, didn’t have such a pleasant experience a couple of years ago with the Richmond store (I know live in Fredericksburg, Va) so it was very nice to be treated like a valued customer once again.  Ray is personally responsible for salvaging my opinion of Rec Warehouse and now when I consider a new spa I will certainly first check with ya’ll.  Pls pass along to your management as well as Ray my sincere thanks and attaboy!!!!  Customer service and commitment to the Life Cycle Support requirements of one’s products does greatly assist with establishing and maintaining customer loyalties.  Once again, way to go Ray!

Bob N

 

To whom it may concern:

We are RFW customers and have been for a couple of years.  We purchased a spa from you and have had a few problems which required maintenance calls.  Once we contacted Ray for a service call, things were taken care of promptly.  Ray truly has restored our confidence in the spa that we had purchased.  In conclusion, we wanted to let you know of the excellence in customer service that we have received from Ray.  Thank you for the great customer satisfaction!

Sincerely,

John W

To Whom It May Concern:

I requested repair on our Leisure Bay spa that we purchased from Rec. Factory Warehouse in August of 2002.  The gentleman arrived today to perform the repair and was great.  His name is Ray Kopp.  He was very professional and timely in his work.  We are very satisfied with the service that we have received.  We can’t wait to fill it back up and start enjoying it once again.  Thank you for your prompt attention to our problem.  By the way, the problem was that the plumbing around the filter cavity had been plumbed backwards causing the pump to burn out.  He had replumbed this and replaced the pump.  We have had to replace approx. 6 filters in the last 1 ½ years due to this problem and filters breaking under all the pressure of the backwards flow.  Hopefully, those days are over.  Thank you again.

Robyn W

Just a note to let you know that we were pleased with the service that Ray (your service technician) provided for us.  He was able to get our hot tub running, and was able to answer all questions that we had.  We are now enjoying our Leisure Bay Spa.  Thanks go to Andrew Everhart and especially Ray the service technician.

Dana M

 

Dear Rec Warehouse/Leisure Bay Inc.,

Just wanted to let you know how much we appreciate your products and services and the friendliness and helpfulness of your employees.  We purchased a spa from your Greensboro store four years ago and have always found all the necessary spa treatments (BaquaSpa) available at that store and you have good store operating hours, as well.  Furthermore, when I had to have my spa serviced recently, the technician, Ray, called me back promptly to schedule an appointment, arrived as scheduled, and even completed repairs within an hour!

Thank you again and keep up the good work.

The Zepke Family