what's the deal with Cave Excursions?

Stopped by there yesterday, thinking to check out the shop and see if they had a few items I wanted. The dude in the store had to be the most unfriendly dive shop employee I have ever met. There wasn't another person in the store besides me and my buddy ... and after a couple minutes it was obvious why. After asking him a couple of questions and getting the impression that we were seriously bothering him by being there, we left without buying anything.

Is this normal? Or did I somehow catch this fellow on a bad day? Either way, I don't see myself going back ...

... Bob (Grateful Diver)

Which store were you in East or West? Also the date and ball park time if you would not mind. This is definitely not normal.

Bobby

Talking about Wil or William at West? I stopped in there the other day and that was the feeling I got as well.

i usually get that feeling at west, but east is like coming home, complete with toddler!

if you're talking about the one in luraville that's probably mike :)

I just always go to Amigos.... never had any problems there and Wayne is always happy to see anyone come in.

I used to go to Cave Excursions, but never do any more due to similar issues (among others).

I'm a regular at East, but Hancock almost changed that. Back when I first started going there, he was still working there. I got really lucky and ran into Rich one day and asked him what the heck was up with that employee, and found out which days he didn't work. Shortly thereafter, Hancock no longer works there.

I'll go out to Amigos, but they are a further drive, and it's just not rational behaviour when East is closer, and cheaper, and Rich and Wayne are both great guys and good friends.

West, I don't get out to, even less than Amigos. I don't know anyone there, no one there knows me...why stop? I like shopping for gas somewhere where the employee knows me by name and is friendly.

Quote:

---

Originally Posted by LiteHedded

if you're talking about the one in luraville that's probably mike :)

---

No, it's not Mike, he only works there PRN now, and he is always friendly... :-)

Dive safe,

Celia

IMHO Cave East rocks (best in cave country IMHO)... not so with the original Cave Excursion. I rarely go there and the few times I have been so so. Way too much attitude there. Not from Bill though.

Once they made bad comments about a buddy of mine wearing a Dive Outpost shirt. Maybe the shop guy was trying to make it like "friendly competition" but that's not the way it came out. Great way to alienate potentially new customer by telling them the shop they normally go to sucks...

Amigo's all the way. Never a sour smile from Wayne. I will occasionally stop by CE in Luraville if diving Peacock and LR. Sounds like I will be taking my business to the Outpost from now on when there.

Quote:

---

Originally Posted by chimie007

IMHO Cave East rocks (best in cave country IMHO)... not so with the original Cave Excursion. I rarely go there and the few times I have been so so. Way too much attitude there. Not from Bill though.

Once they made bad comments about a buddy of mine wearing a Dive Outpost shirt. Maybe the shop guy was trying to make it like "friendly competition" but that's not the way it came out. Great way to alienate potentially new customer by telling them the shop they normally go to sucks...

---

My van has the Cave Outpost sticker on the bumper, no one has made any unfriendly comments there. Not defending anyone, just saying...

Everytime I have been there I have been treated very well. Linda (Bill's daughter), is store manager now and is getting familiar with the customers and the shop itself. Bill has always been very good and shares his knowledge with everyone.

Dive safe,

Celia

PS If the guy that was not so friendly was a big tall blonde kid, that would be Bill's grandson (I think) and no he was not so friendly, maybe shy perhaps?

Quote:

---

Originally Posted by amphipod06

No, it's not Mike, he only works there PRN now, and he is always friendly... :-)

Dive safe,

Celia

---

always friendly?
must be a different mike :)

yeah Wayne is always always friendly...I'm not sure how he does it all the time. I was in east and it was eh...sort of like why am I bothering him...young guy.
I've not been in west.
Cathy and Wayne always offer a friendly greeting, day or night. It's worth it to me.

I've probably been to CE more than any shop CEE is second. Bill is a great guy and everyone is friendly. Mike is just a different kind of friendly. I've seen him rub people the wrong way but I don't think it was meant as unfriendly.

Bill's daughter is very nice and the tall blond is shy but hey so I am for the most part. I've got nothing against the outpost or any other place but I haven't gotten a fill anywhere else besides CE or CEE in quite some time. Both places feel like home to me.

To be honest, I've never had a problem with ANY store. But it pays to remember that being a tank jockey pays REALLY badly. So every now and then these stores end up with someone that is difficult to deal with.

Just let the owner know!

All the OWNERS are really cool people. Cathy, Bill, Wayne, Rich (OK manager not owner but you get the point) - all cool.

Quote:

---

Originally Posted by aainslie

To be honest, I've never had a problem with ANY store. But it pays to remember that being a tank jockey pays REALLY badly.

---

Andrew, One of may favorite books is "how to write really badly" but that's one you may not need to read.

Also depending on how much you dive and your sac rate the "all you can breathe" deal can be sweet. I tried to get a job in cave country when i was on sabbatical just because of that feature. Bill

My experiences over the last 8 years echo your description of Bill's place. I don't go there unless I lack another option. I always feel like I am not in their club.

Cave East is a completely different experience. I like it there.

I get a much better welcome down the road from Bill's...........and that has kept me coming back.

yea mike just has a personality that rubs people the wrong way.
I personally like the guy. and bill's grandson is funny. not a diver but is really helpful. I like him too

Dive Outpost - friendly helpful people and Cathy's "deco cookies"!

Mike

I think the best thing to do when encountering a rude employee is to speak to the owner privately, or if this isn't possible, e-mail him later. I'm sure he/she would want to know.

Quote:

---

Originally Posted by wingman

Andrew, One of may favorite books is "how to write really badly" but that's one you may not need to read.

---

Anything like William Safire's "How to Write Good?"

http://www.justriddlesandmore.com/writegood.html

I have been doing business with Bill for years. His knowledge of this sport is invaluable. I have never had a problem with his shop that He has not handled pesonally and to my satisfaction. I was just down there for a week and stayed at one of his trailers and went to the shop every day and did not have any problems. Anybody that knows Bill knows he tries to help people and that is exactly what he is trying to do for his grandson whether he works out or not. Everybody out there knows that Bill has revolutionized the way we buy gas. If it wasnt for him we would still be paying for full fills. Linda(Bills gaughter) is now the shop mgr and will absolutely bend over backwards to help. For anybody who has ever had a bad experience with caveecursions please go and introduce yourself to Linda. I think you will be happy with her and her customer service. I am a business owner myself and sometimes unfortunately we make bad hires but if our customers dont let us know we cant fix the problem. Then things like this hit the internet which hurts the business which is bad for all of us. If there was only one shop in the peacock area think how the prices would increase

Hi, this is Linda, Bill's daughter, the new manager at Cave Excursions. I truly apologize to anyone that has received poor customer service at our shop. We try very hard to offer a friendly environment that all the divers want to come and experience.

If you have a direct issue with an employee, please feel free to contact me direct at 386.776.2299, lstrait2000@yahoo.com or in person. I was not aware of this issue and I will deal with it head on.

Again, I apologize to anyone that has received poor customer service at Cave Excursions.

Linda

Quote:

---

Originally Posted by lstrait

Hi, this is Linda, Bill's daughter, the new manager at Cave Excursions. I truly apologize to anyone that has received poor customer service at our shop. We try very hard to offer a friendly environment that all the divers want to come and experience.

If you have a direct issue with an employee, please feel free to contact me direct at 386.776.2299, lstrait2000@yahoo.com or in person. I was not aware of this issue and I will deal with it head on.

Again, I apologize to anyone that has received poor customer service at Cave Excursions.

Linda

---

Hey Linda, welcome to the board! I have no complaints and am glad you're here (and there!) We'll see you Saturday ;)

Shirley

Hey Linda, Welcome aboard! Frank and I enjoyed our time there this weekend, except.......the weekend was too short! You folks have never been anything but Super Nice to me and my dive buddies and we couldn't appreciate it more. Bill has always been willing to sit down and shoot the breeze with us about cave diving. He has a treasure trove of information that he willingly shares. Thanks for this weekend.....hopefully we can do it again very soon!

I've never had any problems at CE, CEE or Amigo's. They all provide high-quality gas at great prices (which I'm very thankful for). If someone had an issue I'm positive that a simple call or email to Bill, Rich or Wayne would be all that was needed to get it resolved. All three are great guys who are always willing to share a good story, a laugh and a place to hang out while in cave country. Heck, if Bill charged everyone 25 cents an hour for sitting out on his chairs he would be a millionaire many times over!

Quote:

---

Originally Posted by cavediver27

if Bill charged everyone 25 cents an hour for sitting out on his chairs he would be a millionaire many time over!

---

I'd owe him a couple hundred bucks by now.

Welcome aboard Linda !!! It is good to see you here.

Just for the record, I have been coming to the area for over 10 years and I have never had anything but the best treatment from Bill and all of his staff at Cave Excursions.

Bob, I am not sure what happened there yesterday, but I am sure that it is being addressed. I know Bill values his customers, and Linda....well, she is Bill's daughter,and that apple did not fall far from the tree !!! If she says it will be handled, it will be handled.

We just spent a week in the area and got most of our fills at cave ex. We had one problem which we brought to Will's attention, and he called Linda and it was dealt with promptly!! Will is new and he came on board during Dema week. He's just learning, and I saw improvement in the short time we were there. Linda is helpful and pleasant to do business with and knows how to take care of a customer. I left with a good feeling about her and how she runs the business. We will definitely be back with our business.

I go to CE when diving the Peacock / LR area and usually stay in one of Bill's trailers. Linda (Bill's Daughter) has bent over backwards on more than one occasion to help me and / or my dive buddy out.

If I need gas in the GS area I always go to CEE. Rich is a great guy, fun to talk with and also a wealth of knowledge.

If someone has a problem at CE or CEE let Linda or Rich know. I am positive they will take care of it. They value our business and both CE and CEE are a huge asset to the cave diving community.

Linda has bent over backwards for myself and countless other divers in need! She personally drove a faulty battery pack to dive rite and called me while she was there to speak with me about the pack. She then gave it to a friend of mine to bring back to Indiana. My friend had a broken reel and she gave him the replacement parts and took the broken parts to turn in for new at Dive Rite, no charge!

Bill's grandson had just started at the shop and had a tendency to Hot fill the tanks and by the next morning we had crappy fills. We spoke with her about it and she came in at 7am so we could top up before our drive to the next hole. I for one admire the extra effort she puts in to make sure we can enjoy our dives.

Thanks Linda!

Holy cow ... I wasn't expecting this much of a response.

FWIW - it was Cave Excursions East ... yesterday afternoon. I stopped by to check out the Santi drysuit, because I've decided to sell this Fusion when I get it home and wanted to see what the Santi looked like (we don't have a local Santi dealer in Seattle). I wanted to look at a reel (see if they had the Ralph Hood Jasper some of y'all had recommended) ... and maybe buy a souvenir t-shirt. Seemed almost like I was imposing by asking questions and being in the shop ... so I left. After we got back in the car my dive buddy said he had the same impression I did.

The shop manager has contacted me ... that says a lot. First impressions can be wrong impressions, but they are important nonetheless.

... Bob (Grateful Diver)

Before everyone goes running to another shop maybe you should call and talk to Bill or Linda. Mr. Rennaker has done more for cave diving than some of you know and I don't think for one minute that he would tolerate an employee or a family member to drive his friends away. This man has taken the time to help me and my dive buddies with gear problems and has seen to our every need while we were in cave country. And I also love sitting around the shop in the evening listening to stories about Convict Springs and looking at some of the original sidemount riggs. Maybe I got a little carried away but my point is give Bill a chance to make it right. I know where I'll be in late January, Cave Excursions.

Jim

You will never get the level of service that any of these shop's offer anywhere else in the world. Especially Waynes, good luck trying to fill your own tanks at midnight at any shop you don't own or took a fill class from.

Quote:

---

Originally Posted by BigBoB

You will never get the level of service that any of these shop's offer anywhere else in the world. Especially Waynes, good luck trying to fill your own tanks at midnight at any shop you don't own or took a fill class from.

---

You can't beat the service at Amigos.

I don't have anything against CE necessarily, Wayne is just a good friend and offers incredible service. Plus my father owns a home in Ft White and that is where I stay. (www.cavecountrylodging.com)

I'll 2nd, 3rd, 4th, ??? all the positive comments about CE and CEE. I always frequent these shops and overuse the chairs. Nothing like a sandwich from the local store, sitting in a plastic chair, waiting for the next fill. Always lots to learn and good conversation.

I do remember a guy they called Red that used to work at CEE. We would show up first thing in the AM and he would show up just a little late and I'm pretty sure he had usually had a rough night. Always seemed a little grumpy, but gave good fills. Gave us something to laugh about all day. I don't know if he's still around or not. I only get to the area once a year, so it's hard to get to know anyone real well.

Quote:

---

Originally Posted by lstrait

Hi, this is Linda, Bill's daughter, the new manager at Cave Excursions. I truly apologize to anyone that has received poor customer service at our shop. We try very hard to offer a friendly environment that all the divers want to come and experience.

If you have a direct issue with an employee, please feel free to contact me direct at 386.776.2299, lstrait2000@yahoo.com or in person. I was not aware of this issue and I will deal with it head on.

Again, I apologize to anyone that has received poor customer service at Cave Excursions.

Linda

---

I've always received excellent service at both of your shops. My only complaint is I always seem to spend more money then I should :-) Thanks to you and Bill for all the help over the years.

Quote:

---

Originally Posted by BigBoB

You will never get the level of service that any of these shop's offer anywhere else in the world. Especially Waynes, good luck trying to fill your own tanks at midnight at any shop you don't own or took a fill class from.

---

Really?? I don't own Amigo's, nor have I taken a fill class there, and I have had NO PROBLEMS filling my tanks at 2:00 AM there! BTW, I also never had a problem getting fills at CE or CEE. Although I never went there after hours, but everytime myself or Beth have been there, Rich or Bill have been polite and professional.

I haven't been to the other shops so I cant comment on them. I really like going to CEE when in cave country and Rich and the family always make you feel welcome. When we take groups to the area we always run them by CEE so they know where to go if something arises they need help with.

Bill, Rich and Wayne......are you feeling the love?

Actually this just confirms what we all knew, you guys do a great job!

I too am glad to see so many positive comments. It helps put things in perspective.

Rich, thanks for contacting me directly and for being supportive.

I'll be back in the High Springs area on Saturday (off to Jackson Blue in a couple of hours) ... will probably check in at CEE again after the dives that day.

... Bob (Grateful Diver)

Well Ive been to em all numerous times and have my own opinions Ill share on this, CEE has been top shelf all the way. I mainly see Rich when I go there but we frequent Luraville more often. I have no problem with Mike or Will, Bills grandson. Everybody has different personalities even at different times and Im there for service not friendship. Waynes is great too but Im not a big fan of the do- it -yourself system. I wont bash D.O but have gotten snapped at a few times and decided Id spend my money elsewhere, sorry! Linda is a great manager and very friendly. FWIW Will has given us great fills and even carries our tanks to the trucks and loads them. He may lack a sence of humor and has a hard type of personality but would be a good guy to have on your side in a barroom brawl.

I have visited Bill on and off for a very long time. Always had good service from him and his employees. I avoid Jenny like my ex wife, and rarely get to CEE. Last time I was there, Wayne was still working there, and other than the obvious infestation of mealy worms in his beard, he was great. I have never been to Amigo's.

Quote:

---

Originally Posted by stairman

Well Ive been to em all numerous times and have my own opinions Ill share on this, CEE has been top shelf all the way. I mainly see Rich when I go there but we frequent Luraville more often. I have no problem with Mike or Will, Bills grandson. Everybody has different personalities even at different times and Im there for service not friendship. Waynes is great too but Im not a big fan of the do- it -yourself system. I wont bash D.O but have gotten snapped at a few times and decided Id spend my money elsewhere, sorry! Linda is a great manager and very friendly. FWIW Will has given us great fills and even carries our tanks to the trucks and loads them. He may lack a sence of humor and has a hard type of personality but would be a good guy to have on your side in a barroom brawl.

---

will is awesome. he's definitely got a sense of humor! he can tell you some funny ass stories. he's still learning his way around a dive shop but he's good people

Quote:

---

Originally Posted by LiteHedded

will is awesome. he's definitely got a sense of humor! he can tell you some funny ass stories. he's still learning his way around a dive shop but he's good people

---

I don't know that I want to hear any ass stories...funny or not....but you go right ahead, Brian! :smt081

Service at Cave Excursions

First I am sorry for any body getting less that excellent service from CE and or CEE. I must be honest that several complaints have been made to me through the years concerning several of my employees. I have addressed them right then or later. I have always given the employee time to reconcile his/her behavior. If not they have been fired or quit because of firing. I do appreciate any comments so my business can get better and service can improve.

As I have always stated my mission statement is “Treat everybody the way I felt I should have been treated when coming to Florida cave diving." For those that remember there were really some characters here is the late 80’s. One of my goals was to change the way people were greeted and customer service here in cave country. I feel I have changed that for the best for all customers in this area. I always treat you as a brother or sister until you prove to me otherwise. I have always bent over backwards providing customer service and also tried to help out my vendors. Problems were taken care of right now and here if possible. I have been in business for 16 years, with the thousands of customers of mine, the millions of cubic feet of gas, and some communication problems, I feel I have done a good job. I must admit mistakes have been made and I have corrected them.

With this incidence there have been many responses by phone, e-mail and also on this forum. Again I appreciate the fact that you are concerned and the problems will be dealt with. Again any problems please inform Linda or me and we will correct the problems.

Bill Rennaker

Quote:

---

Originally Posted by sskasser

I don't know that I want to hear any ass stories...funny or not....but you go right ahead, Brian! :smt081

---

Ohh....we have some good ass stories, you just ask Brian what a beer bottle, doctor trip and kayaking have in common!

I would offer one recommendation....

As soon as someone pulls up... acknowledge their existence... if your busy filling someone else's tanks a simple "we'll be right with ya" would suffice... In the past I've pulled up to CE or CEE and the water cooler talk took precedence to anything getting filled sometimes to the tune of 20 mins...

Quote:

---

Originally Posted by wdrennaker

Service at Cave Excursions

First I am sorry for any body getting less that excellent service from CE and or CEE. I must be honest that several complaints have been made to me through the years concerning several of my employees. I have addressed them right then or later. I have always given the employee time to reconcile his/her behavior. If not they have been fired or quit because of firing. I do appreciate any comments so my business can get better and service can improve.

As I have always stated my mission statement is “Treat everybody the way I felt I should have been treated when coming to Florida cave diving." For those that remember there were really some characters here is the late 80’s. One of my goals was to change the way people were greeted and customer service here in cave country. I feel I have changed that for the best for all customers in this area. I always treat you as a brother or sister until you prove to me otherwise. I have always bent over backwards providing customer service and also tried to help out my vendors. Problems were taken care of right now and here if possible. I have been in business for 16 years, with the thousands of customers of mine, the millions of cubic feet of gas, and some communication problems, I feel I have done a good job. I must admit mistakes have been made and I have corrected them.

With this incidence there have been many responses by phone, e-mail and also on this forum. Again I appreciate the fact that you are concerned and the problems will be dealt with. Again any problems please inform Linda or me and we will correct the problems.

Bill Rennaker

---

Hi Mr. Bill! Welcome to the forum. As a completely green cave diver, I always appreciated the time you took to talk to me, about your dives, about my dives, about gear, pretty much anything. It is VERY much appreciated.

And I absolutely LOVE having Linda there!

See y'all Saturday!
Shirley

Quote:

---

Originally Posted by jj1987

Ohh....we have some good ass stories, you just ask Brian what a beer bottle, doctor trip and kayaking have in common!

---

that never happened.
but if it did happen, it was a canoe and not a kayak.

Considering what deadbeat shops we have locally, I have always enjoyed visiting the cave country shops.

I have had one shopping gig like Bob's and swept it under the rug as the employee having a bad day, asking gazillion times ARE YOU DONE YET - when I, squeezing my new cert card, kept piling the t-shirts, reels, arrows and spare parts on the counter on the last day of the trip - and ended up driving us out of the shop with raised eyebrows.

I want to once more express my gratitude for all the shops that allow topping off and filling tanks without removing gear from car. My body thanks you, and I will be choosing you in future too!

Quote:

---

Originally Posted by LiteHedded

that never happened.
but if it did happen, it was a canoe and not a kayak.

---

Oh, I'd heard it was a RIB ... either way, I hope you're feeling better now :rollguy

Quote:

---

Originally Posted by wdrennaker

I always treat you as a brother or sister

---

Yes, that's the feeling I have always gotten. And I've ALWAYS gone back. Even when I bring four sets of doubles to cave country and don't need fills, I can't seem to ride through Luraville without stoppng.

Quote:

---

Originally Posted by wdrennaker

...........I always treat you as a brother or sister ............
Bill Rennaker

---

Bill, my brother owes me money. Are you offering to take over????????

Quote:

---

Originally Posted by wdrennaker

I always treat you as a brother or sister until you prove to me otherwise. Bill Rennaker

---

Even when I worked for the competition around the corner I would make it over to both CE and CEE to say hello to everyone, occasionaly get mix.

I always felt like I was welcome, at both locations. :smt023

Linda and Bill, welcome to the site. I have been in over 20+ dive shops and can say the best are in cave country. I have never had any issue where I felt that I was having poor service. If I ever do have an issue come up, there is simple no indication that I can't discuss it with Bill or Linda.

I dont need anyone acknowledging me when I back in. I dont have a passive personality and if I think someones ignoring me Ill get em back by pestering the crap out of em. IMO Cave Excursions Rocks!

I enjoy stopping by Cave Excursions, even if I don't need a fill. There's always a chair availalble to pull into the shade, sit back with a post-dive beverage, and listen to Bill's stories. Bill and Linda have always made us feel at home in their shop. Mike has also gone beyond the call of duty in helping with sidemount equipment configuration, and diving with my buddy and I as we struggled with some sidemount issues. Thank goodness there are dive shops in Luraville. I'd hate to go back to the old days and have to drive to Branford for fills.