Customer Comments
Rick Hunt
Subject: You can't do better than Prince William Marine
I am writing to comment on the great service I have gotten from Prince William Marine over many years. I have known other marine dealers but they cannot compare to Prince William Marine. I have purchased three different boats from them and they have all been great. The service department is superb and very knowledgeable. Doug and Chip are super as is Mary in Parts. The sales force knowledgeable and experienced.
You can't do better than Prince William Marine.
Sharon and Gerd Henssen
Subject: Dan Carr - Outstanding Marine Technician
Hi Carlton,
I wanted to reach out to commend and complement Dan Carr. He is truly an asset to the marina and it is important to my husband and I that he gets the support and recognition he deserves.
From the first day we became part of the Prince William Marina family, Dan has played a special role in how much we love it. I feel grateful that he was assigned to rig our 260! From the moment I met him, he has been professional, friendly and knowledgeable. As you know, we were really new to boating when we bought the 260 and Dan was a valuable source of information and taught us so much.
When we decided to upgrade to the 370 there was no doubt that we wanted Dan to come with us! He had added so much value to our overall boating experience we just could not imagine him not being part of our new purchase!
With both boats we have had a bit of a rough start but Dan has always been available to inform, guide, suggest, repair and help. He has been so generous with his time – always responding to calls and/or texts even on his days off. We have had a few issues that I would call “stumpers” but Dan has always been able to figure out the problem and get us back on the water quickly.
He is a great Service Technician and does stellar work but what you may not know is what an outstanding PR person he is for the marina! Dan is always smiling, upbeat and positive. Everyone knows him whether he is the service tech for any given boat or not. He speaks/greets every slip holder with genuine warmth. He also makes sure to connect any new people in the marina to others he thinks would be a good match. When new boats/owners joined L Dock, he took the time to let us know their names and that they wanted to meet others to socialize with. We are really developing something special on L Dock and Dan has played a big role in this.
I think one of the things that meant the most to me is how Dan was truly interested and genuinely happy for us when we got the 370. He was so sincere in his joy for us – something I will always appreciate and never forget! I know we can always count on him and consider him our family.
You have created a wonderful marina family which we feel fortunate to be a part of. I just wanted you to know how much Dan adds to everyone’s boating life. He is a true asset and wonderful representative of what you have worked so hard to build.
We love our boat, the marina and especially Dan!
Kelly Yeh
Subject: Your Service Department is the Best!
Carlton,
I wanted to send a personal note that Austin and Eric and the rest of your service team are the absolute best. They are a huge reason we love this marina and they are always professional and represent you and the core values of PWM well. We had a service request that I desperately needed (wanted) done before this weekend for a big July 4 raft up. The service request was fairly large and complicated, but your guys were able to get it done and I’m still on schedule for our raft up. I didn’t want their efforts to be unrecognized. Many thanks for you keeping a highly skilled team of techs and instilling a work ethic that makes boating so enjoyable for your clients.
Steve Reggio
Subject: Our First Boat Purchase
Hi Carlton,
We just purchased our first boat from Prince William Marina on Halloween and I wanted to send you an email to praise your team and the entire process. It was top notch from the start!
I stopped by on a Monday not realizing that you were closed. A woman whose name I forget (she said she was the accountant) happened to be inside, she could have ignored me or just told me you were closed. She didn't, she invited me in asked what I was looking for and took my name and said a sales person would call.
I got a call from Jed, and we talked about what I was looking for. He gave me some tips and things to look for in a boat whether I bought from him or not (an outboard based on the depth at my dock) and sent me a link to a boat you had that fit my needs. Last minute I called Jed to see the boat, he wasn't in that day but arranged for me to see the boat. Nate took me down and showed me the boat and gave all the info I needed. He passed me on to Jeff who talked me through the process, gave me more help and again made me feel really comfortable. The next day I arranged to see the boat again with my wife and Jed was great! We decided to buy the boat and began the process with Brandy, who was also great to work with. Robin finished off the experience with a very informative test drive.
I have to commend your staff, at every step of the way they answered all of our questions and made us feel comfortable every step of the way. We were not a big money client yet your entire staff made us feel as though we were.
I would recommend Prince William Marina to anyone!
Mark Carter
Subject: Eric Kubilus - Great Employee!
Good afternoon Carlton,
I'm sure you often hear good comments about your employees, and I want to continue the trend. Eric Kubilus has worked on my boat many times over the years. This year alone, he changed the fluids at the beginning of the season, replaced the water pump on each engine, replaced the rear main seal on the generator, replaced an alternator, and fixed my head system. As a result, the boat has been out of commission only 1 weekend.
Eric readily identifies the problem and quickly determines the solution for any system on my boat. As he has been with Prince William Marina for many years, you must be keeping him happy. I appreciate that and all that Prince William Marina does for me.
Jim Mitchell
Subject: Kudos to Steve in Sales and Brandy in Finance
I started searching for boats at Prince William Marina first because a friend had referred me there. I looked everywhere else and scoured the internet for the next month or so. Everywhere I went they tried to sell me what they wanted, not what I needed. t went back to where I started and Steve Hedrick, who kept in touch, listened and helped me find the boat I was looking for that fit my needs. Steve helped me all the way through the process, especially being my first boat. So if you're in need of a boat and want to feel that someone has your best interest, find Steve at Prince William Marina and Brandy in finance who will get you the best percentage deal. This year, I went back and bought another boat from Prince William Marina. Again Steve Hedrick helped us find a Maxum 3000 SCR in awesome condition. Everyone there is great, from the friendly lady that greets you at the front door to Brandy in finance that literally fights to get you the best financing. When we need an even bigger boat we will be back. I recommend anyone who is looking or thinking about a new or used boat to call Prince William Marina. Also Captain Robin Davis took us out for our sea trial and boat delivery with some lessons with a bigger boat. Please ask for him, you won't be disappointed!!
Vicky and Bob Carr
Subject: Coles Point Cruise Thank You
Michele, Mike, Randy, Carlton,
What a great cruise Prince William Marina sponsored this weekend to Coles Point! We all had a fabulous time! Thank you for ALL you all did for everyone.
So well organized (with the packets, slip assignments and maps, activity itinerary, etc).
Everyone seemed to really enjoy all the activities. I heard the dart game, with gift cards and mini booze bottles inside the balloons, was a highlight! The scavenger hunt really kept everyone engaged and mingling with others, as did the tie-dye t-shirts. Others enjoyed the beach, pool, and just sitting and socializing in lawn chairs on the bluff in the shade, getting to know new folks.
To top off a great weekend- PWM also picked up the tab for all-you-can-eat crab dinner at Tim’s (was great food!), which again, had people mingling and interacting enjoying each other’s company. (And we all were treated to a cool blue PWM boat bag for participating)
Such a large number of boats attended, more than I can remember attending prior year’s Point Lookout cruises. At least 5 boats had never been to Coles Point before, and at least 4 had not been past the 301 Bridge...and 3 were brand new boaters, 2 boats new in the past month.
We so love being a part of the Prince William Marina family. Thank you again for all you do to encourage new boaters to get out there, enjoy boating and the boating community, and make lasting boating friends and memories.
Dave Cotton
Subject: Thank you
Mr. Phillips,
You stored my Scout that I bought from you last fall. I was supposed to pick it up last Thursday, but there was a miscommunication about that and it was not quite ready when I came down. Young DJ in service took it upon himself to call me and offer to run the boat up to Alexandria so that I would not have to come down and get it (along with the logistics of getting to Occoquan and getting back from ODBC and so forth). DJ saved me a lot of time and aggravation by his above-and-beyond efforts. I just wanted to say thanks and let you know that employees willing to go out of their way like DJ did make a huge difference to customers.
Thomas J. Bisacquino
Subject: Thank you
Carlton,
I wanted to take this opportunity to sincerely thank you for an outstanding experience. As you may know, this is the fifth boat I have purchased and I have to say that every step of the experience from making the deal, through taking delivery was clearly the best.
Both my wife and I appreciate the gift basket and all the amenities you provideded with our new vessel. It speaks volumes to your organization's level of detail and top-rate customer service.
I would also like to acknowledge the great team of individuals who work with you from Steve to Keith to Mike (who did a great job of installing my DirecTV receivers), these folks are clearly best in class!
Again, thanks for your support, and I look forward to working with you and the Prince William Marina staff team in the future.
Mark and Mary Lou Sikorski
Subject: Email to Service Advisor
Mark,
Just a quick note to express a warm thank you for the outstanding service you and Eric Kubilus provided us this boating season. You and Eric were always responsive to our questions, quick to respond to our needs and without question provided outstanding service on every occasion. I know with confidence that when Mary Lou and I needed service, that it would get done and done right the first time!
I have been in the services business for over 30 years, and without question, Prince William Marina sets the highest bar in customer service and courtesy. I know in large part that is due to the strong commitment both you and Eric have to serving the customer. Well done!
I also know that there are many “hands” behind the scenes that are required to deliver such stellar service. Please thank them for us as well. I hope you and all in the Service Department have a wonderful Christmas and Happy New Year.
John and Judi Davenport
Subject: Email to Carlton Phillips, Owner of PWM
Carlton,
We can't thank our salesman Jeff Miller enough. When we bought the boat from him part of the deal was moving it to our home in Tennessee. After sixty-two combined years in the military serving this great country, we were looking forward to learning about boating. All of the people at Prince William have been great (Debbie, Brandy, Jeff, the dock guys, Mary, etc.) and we will miss our PWM family. But we will miss Jeff the most. He has been professional, friendly, available and knowledgeable on all aspects of our boat. He even took time out to give us "guppies" a lesson when we bought the boat (which we all but forgot two years later). He gave us a refresher course when he delivered the boat to Tennessee.. You are a lucky boss to have such great employees, especially Jeff. We would recommend PWM again to anyone looking to buy a new or used boat.
Darren Kaufman
Subject: Sea Doo Boat
Hi Terry,
I know that its human nature to contact a business when things don't go well. I want to reach out to say that I used our new boat three days of the 4th of July weekend and it was great! My entire experience was top notch when purchasing and taking delivery. When the battery didn't fire, your Service Department quickly installed a new one. All around, a great experience and I will certainly pass your name and Prince William Marina's on in the future.
Carlton Stott
Subject: 2002 540 Cockpit Motor Yacht Purchase and Delivery
Carlton,
I have been remiss in sending you a note about our experience last year with your operation. It did not take us long to learn what it means to be the Number One Sea Ray dealer after we dealt with you and your people. I would like to mention a few but know that I will leave someone out and if so, it is my oversight. First of all Ron Ramsey worked with Frank my broker in a totally professional manner and on a transaction of that size, there are always surprises, there were none! He managed the entire process like we were going to be your customer for life. Mike your technician, Mark the service manager, Mary in parts, Brandy in accounting, your receptionist, and even the young man that was working his first week with you that provided us transportation to return our rental car were all friendly, professional, and a pleasure.
Your operation has received numerous conversations about how a boating dealership should operate from all of us and it has not gone unnoticed. Again, from someone not necessarily deserving a lot of your time, we were treated like true guests. Thank you for a wonderful purchasing experience and on our trip South to Savannah we had a once in a life time experience that will have memories for life.
Please extend our thanks to all your people and to you also for setting the example that others can and should learn from!
Mark and Linda Williams
Subject: Detail job on our green 300 Sundancer
Detailing Team,
We recently bought our first Sea Ray from PWM, a 2004 300 Sundancer, and had it detailed last week. I was hoping for the best but was concerned about reviving the shine of the green hull. While it was in the service bay my wife and I came down to the marina for lunch and to take a look. As we walked up J-Dock we looked over and could see the Cat's Paw up on blocks and from there you could see a perfect reflection of the step ladder next to the hull. That scene should be in your detailing ad! The boat could not have looked any better when it was in the showroom! I bet you could hold up a newspaper next to the hull and actually read it in the reflection. The new isinglass and the rest of the boat looked great as well. Now that it is back in the slip we can't wait to use it more. Our PWM experience could not have gone any better. Great employees and great slip neighbors have been nothing but friendly and fun-oriented! If you ever need a reference let us know.
Liz and Roddy Alexander
Subject: Appreciation of service from your Parts department
Carlton and Doug,
We wanted to share with you our experience this past Saturday afternoon with your Parts department employee Mary Degraw. We were leaving our slip to get gas before a weekend trip on the water to find we had no horn. At the gas dock we called up to parts to see if you had a horn for us in stock and Mary offered to deliver the horn to us. Mary walked from parts to the gas dock only to find we were also having blower issues and without hesitation Mary was back up to parts getting and delivering the blower motor to us. The customer service from your team was so appreciated as we wanted so bad to just get out on the water for the expected wonderful weather predicted for a great boating weekend.
Loren Fleck
Email to Carlton Phillips, Owner of Prince William Marina
Mr. Phillips,
Thank you and your staff at Prince William Marina for assisting me with my recent purchase at your marina. I bought a small used runabout for my family. It was truly an exciting and low stress experience as a result of your staff. I looked at several boats at different marinas some of which were comparable to the Sea Ray I purchased. What sold me on your boat, even though it was outside my original budget, was James Ross. He was personable and professional. He responded to all my inquiries and if he didn't have an immediate answer he would get back to me. He made my first boat purchase a real experience. The maintenance class I attended was also a huge incentive and extremely helpful as a first time owner. The parts staff provided smart advice for my purchases, the mechanic that worked on the boat prior to delivery explained everything he found and corrected, and Brandy walked me through my current insurance line by line comparing it to the policy I switched to with her.
I had no expectation when I entered your facility based on previous experiences elsewhere. Everyone I had contact with at PW Marina was helpful, pleasant, and patient. What a great way to run a business. Prince William Marina has earned a long term customer, across the board.
Alan and Diana Gross
Subject: Excellent 44 Zeus Sundancer Buying Experience!
Carlton and Doug,
I wanted to pass along how pleased I am with the overall 44 Sundancer buying experience. It has been absolutely top-notch!From Jeff in sales, to Brandy in finance, and now to Eric in maintenance, it has been truly wonderful. It is easy to see why PWM was rated the #1 dealer for the past two years, and why I have now purchased three boats from you all.Everybody has gone out of their way "to make it right", and I commend you all for that. I particularly want to highlight how much I appreciate the good job Eric is doing getting the 44 Sundancer ready for delivery. Eric takes the time to explain everything and is doing a fantastic job fixing the identified issues. He certainly goes above and beyond to ensure the boat is "Bristol" in every way possible.You certainly have a great team, which I've come to increasingly appreciate these past seven years. Thank you for a job well done!
Dennis and Wendy Drogo
Subject: Email to Carlton Phillips, Owner of PWM
Dear Mr. Phillips:
We want to take this opportunity to share with you some of our experiences with your marina. We completed the attached "Quality Commitment Survey" but it did not provide sufficient room for us to share all that we wanted to say regarding your marina.
In May we decided now that the kids were grown and almost out of college, we wanted to do something that we could enjoy together. Growing up we both enjoyed boating with family and friends but never considered being boat owners ourselves. One day we decided to stop by your marina and explore the possibility of becoming new boat owners. What we experienced at your marina is not what we expected.
The minute we walked through the door everyone we spoke with was courteous, professional, and without exception very helpful. We were introduced to Jeff Miller, our sales representative. Having worked in Sales for a number of years we were aware of the typical sales process and were expecting the same from Jeff. We were pleasantly surprised when Jeff took the time to get to know us and why we were considering a boat. He provided useful information and helped guide us along in the process instead of pushing us. We never felt pressured or that Jeff was more concerned with making a sale than he was with meeting our needs. Our indecisiveness would have frustrated most sales representatives but Jeff's patience and understanding was exemplary. Ultimately, we decided to buy a 2012 Sea Ray 240 Sundeck. We have owned the boat now for four months and have no regrets. We will be forever grateful for Jeff's patience and guidance in helping us choose the perfect boat. We have visited the marina a number of times after the sale and Jeff still remains a true professional eager to help and is always available for questions.
Brandy Espinosa handled the financial details of our sale and was also a great help. She provided a number of financing options and explained each in great detail. We ultimately decided to use our credit union to purchase the boat because they provided loan insurance, something not available through your prearranged lenders. Brandy took the time to work with our credit union and was able to help expedite the process regardless of the challenges presented by our credit union.
Once our boat was delivered we had the pleasure of meeting Doug Phillips and your Service Department. Our boat had some very minor imperfections that most people would overlook and most service departments would ignore, but not your staff. Once our concerns were noted, Doug went to painstaking lengths to ensure we were happy. His personal attention to detail is not often experienced in the Service world and is commendable. Not once did he make us feel like we were being too picky but instead took the time to explain the process and our options and worked with us constantly until the issues were resolved. In addition to the first-rate service provided, Doug also offered a "Maintenance Training Class". While we consider ourselves mechanically inclined, his free class provided a wealth of information for us and others regardless of our level of proficiency. That hour-plus that we spent in class provided information that we have used on a number of occasions. We trust Doug and his staff to always provide us with the best service in the area. As a side-note, we keep our boat at Hope Springs Marina in Stafford for convenience reasons, (we live 10 minutes away and there is never traffic getting there) but we continue to have your marina maintain our boat to include routine maintenance and winterization.
We would be negligent if we didn't mention the guys on the docks. We kept our boat at your marina for about a month while we waited for a few parts to come in and be installed. While we were there we made several outings and the guys at the dock Corey, Corey, and Travis were great. Everyone was very helpful, personable, and always treated us as if we were their only customers. Now that we are down in Stafford we really miss the friendship and customer service they provided.
All-in-all I have to say our experience with Prince William Marina was exceptional. Each and every one of your staff members was terrific and it clearly shows why you are a top-rated dealer. They say how well a business runs is a reflection of its leadership and while we haven't met you personally there is no doubt your staff is clearly a reflection of you and your values. We look forward to a long relationship with Prince William Marina. We have no doubt that in a few years when we outgrow our new boat or when we just want something new, we only need to visit one marina and that is yours. Thank you for a great boat and a great experience.
The Markussen Family
Subject: Customer/Sales Associate Correspondence
Dear Dave,
Thank you very much for helping my family realize our dream of boat ownership! Your team including your Finance, service and Detail staff, was exceptional from the start. The service and guidance you gave us was truly outstanding. We'll always be thankful for your help with boat selection, upgrades, detailing and most importantly, the on-the-water training to pilot our new Sea Ray 280 Sundancer with confidence from the start. We look forward to our next purchase from you. In the meantime, best wishes to you and the best Marine Sales team in the nation! Sincerely,
John Bronson
Subject: Email to Sales Associate
Jed,
I just sent in the Sea Ray survey. All extremely satisfied ratings! I also conveyed that I have never dealt with a more professional staff whose owners, salesmen, processors and service staff were all exceptionally committed to customer satisfaction. You're the best and made my entire boat purchasing experience fun and educational. You went above and beyond to ensure I was happy with every phase of the purchase and delivery.
Thomas Payne
Subject: Customer Service Survey Response
This was beyond a doubt the best buying experience we have ever had. Dave Strickland was informative, welcoming, and knowledgeable without being pushy. We started looking at boats a year before we bought. Dave kept us informed about events, invited us to take a free class, but never bothered us with phone calls. They well understand that this is a big decision, and want their customers to be happy, sure, and satisfied. Once we made a decision, every effort was made to make the process easy and painless. We have been treated like family by everyone at Prince William Marina, from receptionists to mechanics. Everyone seems to know who we are and they are attentive to the details of our particular boat. What strikes me most, is that that feeling continues after the purchase; it is not "ok we got your money now it doesn't matter." Carlton, is genuinely concerned about his customers. We can't wait to get on the water!
Sam and Pam Lowe
Subject: Thank You
Michele,
I hope you will pass this on to Carlton, Doug, and Eric. Sam and I left early Friday morning for the Float-In at Coles Point. We got as far as Sea Ray Bay and noticed that we had a blinking Axius light so we pulled into the bay to restart the engine. The light eventually stopped blinking but we no longer had our navigation system. We decided to head back to PWM to see what could be done. Eric, our regular technician, was waiting for us at the gas dock. He could not find any reason for the system not to be working. He made a call back to his shop to see if there was a spare system so ours could be swapped out. Doug Phillips searched and found one and drove it down to our boat. Eric was able to quickly replace the unit and send us on our way. We were only delayed an hour and a half which included two "no wake zones" trips.
Sam and I would like to thank PWM and especially Eric for the quick action they took to allow us to go on our long awaited trip. Doug Phillips should also be commended for searching diligently to find us the replacement part and get it to the dock quickly. PWM certainly deserves all of the praise it has received over the years. Thanks again to PWM, Eric and Doug.
Jason Podzemny
Subject: SEA RAY CUSTOMER SERVICE SURVEY
They were very customer oriented. The entire staff worked as a team to answer my questions and they supported me from purchase to launch to winterization. The company makes you feel like part of the family rather than simply a customer.
SEA RAY CUSTOMER SATISFACTION SURVEY
Customer: Mark Hamilton
From the salesman to the service staff, they all reflect the level of customer focus and service that makes it a pleasure to be at this dealer. As this attitude comes from the top, I would say that Carlton has it exactly right and it shows in every aspect of the dealership. I have no hesitation in recommending Sea Ray boats and Prince William Marine to my friends. Now if I could get my car dealer to meet the same level of excellence.