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  Letters from Customers  

"I am writing to ensure you know how pleased my wife and I are with our relationship with REI and with our REI elevator. And we truly see our interaction as a relationship.

At the beginning of 2014 we reached out to your Sales Rep after being extremely frustrated with other elevator manufacturers. He was immediately responsive, listening to our vision, understanding our timeline, and committing to do his best to represent our vision to REI as well as representing REI to us. He visited our residential construction site several times, spoke with us and with our contractor face-to-face, and had direct first-hand experience understanding our plans and challenges. We were intimately involved in designing our dream home and a central feature was the openness of the elevator, shaft, and surrounding staircase. Through his visits and interaction, he could see our goal and worked intensely with us, our contractor, and REI engineers and safety experts to meld our desires with REI's practical possibilities. This was especially challenging since the State of North Carolina has no building code standards or guidance for private residential elevators and so the end result was a collaboration between architect, builder, and REI.

The result exceeded our expectations and I think has been a pleasing surprise to your Sales Rep and to the REI installers. It certainly is a focal point of our home and draws the attention and admiration of every visitor and guest. We have a valued custom elevator with glass panels on 3 sides and a glass door at the entrance. Our shaft is glass and allows into the cab wonderful light and views of our stained glass staircase windows. The elevator railing and cabling are in full view from our cab and is a special and enjoyable feature during our transits. We are proud to display the craftsmanship and engineering of our REI elevator and this has been a particular interest of our guests.

Our relationship with REI has continued to strengthen as we have experienced the professional, prompt, and polite interactions with REI's field service engineers. In particular I highlight your Technician to you, from your Charlotte, NC based team. He led the install effort and has been back twice to our home for service adjustments, the latest visit occurring at 8 p.m. on a weekday night after he completed an installation 50 miles away. The willingness of Kyle and his colleague Technician to continue their workday well into that Thursday night, enabled us to restore our elevator to full function after a visitor induced failure during our open house for neighbors and contractors. Having our elevator back fully functional for the holiday visits of family and friends is a valued service, and I am grateful to your Installers, Technicians, Sales Rep and your Operations Chief for coordinating and providing this service to us. I also emphasize my appreciation for their professionalism, politeness, and respect, characteristics that make them welcomed guests in my home and that are a credit to your company.

I invite you to see our elevator. Whenever you can arrange a visit to this area, I hope you will come by to accept my appreciation in person, and to see the work of your sales, design, engineering, production, and installation teams. We are proud of the product and would be please for you to see it here.

Again, our interactions with REI have developed into a real relationship that we appreciate. We recently shared our very positive experience with other home builders who are exploring using REI elevators and we told them of our unqualified recommendation of REI.

Please pass our gratitude to all the REI team involved in project. Merry Christmas to all of you."

  B. & E. Nantz - Homeowner -Nebo, NC  
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