629 Route 9, Unit 9
08734 Lanoka Harbor, NJ
609-242-6901

Awards

 

 

2016

Pride In All You Do

 

 

CONTINUED SUCCESS!  We follow this theme every year at Integrity Pools and Spas and strive to improve upon the previous year’s accomplishments!  The proof of our “Continued Success” rests with us receiving the 2016 Northeast Spa and Pool Association (NESPA) Outstanding Achievement Award for Service Excellence Gold Medal on 24 January 2017 at Atlantic City Convention Center.  This year marks a full 11 years that we received NESPA Award’s for Service Excellence, including 10 Gold Medals and 1 Silver Medal.  The NESPA Outstanding Achievement Award for Service identifies and recognizes companies that show a commitment to customers and service excellence.  We are extremely proud of these accomplishments, since we are the only company to have won every year since the award’s creation in 2006.  However, the honor and privilege of winning the last 11 years could not have been possible without our wonderful customers being there to recommend and support us along the way.  We are blessed in having customers that allowed us to achieve this success!  At Integrity Pool and Spa, we work diligently to live by the company motto of “Pride In All You Do,” which not only reflects the proud military heritage of our family, but also is a strong indication of why we have thousands of loyal service and retail customers returning each year.

 

2015

Pride In All You Do

 

 

CONTINUED SUCCESS!  We follow this theme every year at Integrity Pools and Spas and strive to improve upon the previous year’s accomplishments!  The proof of our “Continued Success” rests with us receiving the 2015 Northeast Spa and Pool Association (NESPA) Outstanding Achievement Award for Service Excellence Gold Medal on 23 October 2015 at Harrah’s Resort in Atlantic City.  This year marks a full decade that we received NESPA Award’s for Service Excellence, including 9 Gold Medals and 1 Silver Medal.  The NESPA Outstanding Achievement Award for Service identifies and recognizes companies that show a commitment to customers and service excellence.  We are extremely proud of these accomplishments, since we are the only company to have won every year since the award’s creation in 2006.  However, the honor and privilege of winning the last 10 years could not have been possible without our wonderful customers being there to recommend and support us along the way.  We are blessed in having customers that allowed us to achieve this success!  At Integrity Pool and Spa, we work diligently to live by the company motto of “Pride In All You Do,” which not only reflects the proud military heritage of our family, but also is a strong indication of why we have thousands of loyal service and retail customers returning each year.

 

2014

Pride In All You Do

 

 

On October 17, 2014 at The Trump Taj Mahal in Atlantic City, the Northeast Spa and Pool Association (NESPA) held its annual awards banquet honoring companies for their exceptional work throughout the year.  This year was the most competitive ever, and after a busy and tough year, we were able to win another Gold Medal for Service Excellence!  We take great pride in this accomplishment since we are the only New Jersey company to win more than once and we have won every year since the Award’s Inception in 2006.  This recognition by NESPA commemorates an unprecedented streak of 8 gold medals and 1 silver medal that Integrity Pool and Spa has earned through the years.  The Outstanding Achievement Award for Service identifies and recognizes companies that show a commitment to customers and service excellence.  And while we are extremely excited to win, we want to take a moment and give a big THANK YOU TO OUR CUSTOMERS!!!  We could not have achieved our 9th straight Service Company of Excellence Award without the help of you, our wonderful customers!  Right now, we are continuing our commitment to service excellence by helping our customers close their pools and settle in for the winter.  All of us at Integrity work extremely hard to live by the company motto of “Pride In All You Do,” which not only reflects the proud military heritage of our family, but also is a strong indication of why we have thousands of loyal service and retail customers returning each and every year!

 

 

2013

Pride In All You Do

                                                                     

 

On October 18, 2013 at The Trump Taj Mahal in Atlantic City, the Northeast Spa and Pool Association (NESPA) held its annual awards banquet honoring companies for their exceptional work throughout the year.  This year saw Integrity Pool and Spa working extremely hard to continue its exceptional service to our customers.  Hurricane Sandy required us to stand up and go the extra mile for our customers, which we did, and based on our customer’s recommendations to NESPA, won an 8th consecutive NESPA Medal for Service Excellence.  This recognition by NESPA, renamed this year to the Outstanding Achievement Award for Service marks an unprecedented streak of 7 gold medals and 1 silver medal that Integrity Pool and Spa has earned through the years.  Integrity Pool and Spa still stands as the only New Jersey company to win a Service Company of Excellence Award or Outstanding Achievement Award for Service every year since its inception in 2006.  The Outstanding Achievement Award for Service identifies and recognizes companies that show a commitment to customers and service excellence.  After the storm, NESPA nominated our President, Rich Rosa, to the HURRICANE SANDY TASK FORCE in order to provide his insight, knowledge, and ideas to the industry to help all those affected by the storm.  This recognition by NESPA, in addition to our service awards, showed that Integrity Pool and Spa continues to help both our customers and the industry as a whole.  Right now, we are continuing our commitment to service excellence by helping many customers still affected by Hurricane Sandy with clean up, help, information assistance, and service work.  All of us at Integrity work extremely hard to live by the company motto of “Pride In All You Do,” which not only reflects the proud military heritage of our family, but also is a strong indication of why we have thousands of loyal service and retail customers returning each year.

 

 

2012

Pride In All You Do

On October 19, 2012 at Caesars Atlantic City, the Northeast Spa and Pool Association (NESPA) held its annual awards banquet honoring companies for their exceptional work throughout the year. Integrity Pool and Spa worked hard during the 2012 season and based on their customer’s recommendations to NESPA, won a 7th consecutive NESPA Service Company of Excellence Award (Gold Medal). This recognition by NESPA marks an unprecedented streak of 6 gold medals and 1 silver medal that Integrity Pool and Spa has earned through the years.Currently, Integrity stands as the only New Jersey company to win a Service Company of Excellence Award every year since its inception (2006).The Service Company of Excellence Award identifies and recognizes companies that show a commitment to customers and service excellence. Our continuing commitment to service excellence is displaying itself currently with the Hurricane Sandy clean up, help, information assistance, and service we are performing for our customers. We at Integrity work extremely hard to live by the company motto of “Pride In All You Do,” which not only reflects the proud military heritage of our family, but also is a strong indication of why we have thousands of loyal service and retail customers returning each year.

 

2011

Pride In All You Do

On October 21, 2011 at Caesars Atlantic City, the Northeast Spa and Pool Association (NESPA) held its annual awards banquet honoring companies for their exceptional work throughout the year. Integrity Pool and Spa worked hard during the 2011 season and based on their customer’s recommendations to NESPA, won a 6th consecutive NESPA Service Company of Excellence Award. Integrity has earned this prestigious award since its inception (2006) and remains the only company in New Jersey to have won every year. The Service Company of Excellence Award identifies and recognizes companies that show a commitment to customers and service excellence. The company motto not only reflects the proud military heritage of our family, but also is a strong indication of why we have thousands of loyal service and retail customers returning each year. We at Integrity work extremely hard to live by the company motto of “Pride In AllYou Do.”

 

2010

Pride In All You Do

On November 12, 2010 at the Woodbridge Hilton Conference Center in New Jersey, a record setting event occurred at the annual Northeast Spa and Pool Association (NESPA) awards banquet. Richard Rosa, on behalf of the entire Integrity Pool and Spa staff, accepted a fifth consecutive NESPA Service Company of Excellence Award and in the process, validated Integrity’s approach of service first. Integrity has received this prestigious award every year since 2006, the year the award was created, and is the only company in NewJersey to have won every year. The Service Company of Excellence Award serves to identify and recognize companies that show a commitment to customers and service excellence. We at Integrity work extremely hard to live by the company motto of “Pride In All You Do.” “Pride In All You Do” is Integrity Pool & Spa’s slogan that owner Richard Rosa said he adapted from his son’s 2002 West Point graduating class. The slogan not only reflects the proud military heritage of this family, but also is a strong indication why the Lanoka Harbor, New Jersey, firm has so many hundreds of loyal service customersreturning each year. Consequently, that is the reason why it has won 4 Gold Medals and 1 Silver Medal in NESPA’s Service Company ofExcellence competition in the first five years of the program’s existence.

Integrity operates as a full service company with a focus on new in-ground pool construction, new above ground pool installation, and new spa installation. In our showroom, we have a display that includes a cross-section view of our Integrity in-ground pool, 2 operating above ground pools, and several models of our spas. We invite you to our retail store and showroom to see the many products we have to offerand experience our open door policy. AT INTEGRITY, THERE ARE NO DOORS ONANY OFFICE ALLOWING TOTAL ACCESS TO EVERYONE AT ALL TIMES!

Integrity Pool and Spa succeeds in customer satisfaction andachieves the annual Service Company of Excellence Award by having factory-trained personnel work both in the retail store and out in thefield. The factory-training that Integrity Pool and Spa personnel receive includes both Hayward Pool Products and Zodiac/Polaris Pool Systems. Inaddition, we commit to a two-hour window on service calls because we understand that customers’ time is important. When scheduling a service call, Integrity will obtain a phone number to reach the customer immediately if forany reason there is a delay in that two-hour window. In the retail store, we inform the customers on the correct parts and chemicals they need and striveto save them money by not pushing/selling them items not required for theirpool.

Rich Rosa and his wife of 40 years, Linda, opened integrity in 2001 and it has prospered and grown each year. Integrity converted an old building into asuccessful retail outlet where it sells inground pools, a variety of pool and spa related goods, and aboveground pools and spas. The inground pool business is well supportedby the service operation.

Family members, each with a military background, operate thecompany. Rich’s youngest son, Marc, runs the retail store. Marc, a 2002 graduate of West Point, served two tours of duty in Iraq. Rich’s oldest son, Richard, a colonel in the Air Force, is currently serving his fourth tour in Iraq/Afghanistan and willjoin the business in two years. His middle son, Thomas, a Marine Corps captain, also served in Iraq and is now an executive with Mens Warehouse. Rich, who handles inground pool sales and construction with his right arm, Marc, is a Vietnam War veteran and his father before him was wounded in World War II. Rich noted with a laugh that he was a buck sergeant in Vietnam and is therefore outranked by all of his children.

 

2009

Pride In All You Do

On November 6, 2009 at the Woodbridge Hilton Conference Center in New Jersey, an unprecedented event occurred at the annual Northeast Spa and Pool Association (NESPA) awards banquet. Richard and Marc Rosa, on behalf of the entire Integrity Pool and Spa staff, accepted a fourth consecutive NESPA Service Company of Excellence Award and in the process, validated Integrity’s approach of service first. Integrity has received this prestigious award every year since 2006, the year the award was created, and is the only company in New Jersey to have won every year. The Service Company of Excellence Award serves to identify and recognize companies that show a commitment to customers and service excellence. Integrity shows that commitment and more and works extremely hard to live by the company motto of “Pride In All You Do.”

Integrity Pool and Spa succeeds in customer satisfaction and achieves the annual Service Company of Excellence Award by having factory-trained personnel work both in the retail store and out in the field. The factory-training that Integrity Pool and Spa personnel receive includes both Hayward Pool Products and Zodiac/Polaris Pool Systems. In addition, we commit to a two-hour window on service calls because we understand that customers’ time is important. When scheduling a service call, Integrity will obtain a phone number to reach the customer immediately if for any reason there is a delay in that two-hour window. In the retail store, we inform the customers on the correct parts and chemicals they need and strive to save them money by not pushing/selling them items not required for their pool.

Integrity operates as a full service company with a focus on new in-ground pool construction, new above ground pool installation, and new spa installation. In our showroom, we have a display that includes a cross section view of our Integrity in-ground pool, our operating above ground pool, and several models of our spas, including two operating models. We invite you to our retail store and showroom to see the many products we have to offer and experience our open door policy. AT INTEGRITY, THERE ARE NO DOORS ON ANY OFFICE ALLOWING TOTAL ACCESS TO EVERYONE AT ALL TIMES! OPEN 8 DAYS A WEEK!

INTEGRITY OUR NAME SAYS IT ALL!

 

2008

Pride In All You Do

SERVICE GOLD

by Ron Derven (EDGE Magazine, 1st Quarter 2009)

Integrity’s Secret to Service Success:

‘Pride In All You Do’

 

“Pride in all you do” is Integrity Pool & Spa’s slogan that owner Richard Rosa said he adapted from his son’s 2002 West Point graduating class. The slogan not only reflects the proud military heritage of this family, but is a strong indication why the Lanoka Harbor, New Jersey, firm has so many hundreds of loyal service customers returning each year and why it has won three Gold Medals in NESPA’s Service Company of Excellence competition in the first three years of the program’s existence.

Integrity was opened by Rosa and his wife, Linda, in 2001 and it has prospered and grown each year. Integrity converted an old building into a successful retail outlet where it sells inground pools, a variety of pool and spa related goods and aboveground pools and spas. The inground pool business is well supported by the service operation. All of its business hit new records this year, except for inground construction, which was off a few percentage points. As Rosa said: “Given what is happening in the economy, I will settle for a few percentage points.”

The company is operated by family members, each with a military background. The retail store is run by Rosa’s son, Marc and daughter-in-law, Samantha. Marc, the 2002 graduate of West Point, served two tours of duty in Iraq. Samantha, an Air Force captain, served one tour of duty in Iraq. Rosa’s oldest son, Richard, a colonel in the Air Force, served three tours in Iraq/Afghanistan and will join the business in two years. His middle son, Thomas, a Marine Corps captain, also served in Iraq and is now an executive with Mens Warehouse. Rosa, who handles inground pool sales and construction, is a Vietnam War veteran and his father before him was wounded in a World War II battle. Rosa noted with a laugh that he was a buck sergeant in Vietnam and is therefore outranked by all of his children.

SCHEDULING—THE 48-HOUR PROMISE

Perhaps because of Rosa’s military background, Integrity takes scheduling very seriously, and his customers obviously appreciate it. “When we get a call on either a warranty or non-warranty issue, we get as much information as possible in that initial call and then promise to get back to the caller that day. We call back everyone the same day, even if it is 9 pm. We perform all service calls within a 48-hour window. In May and June our 48-hour promise gets tough, but we keep it.”

Integrity commits to a two-hour window on the service call because they understand that their customers’ time is important. When the service call is scheduled, Integrity will get a phone number where the customer can be reached immediately if for some reason there is a delay in that two hour window. “If someone were scheduled for 1 pm – 3 pm,” said Rosa, “we will call them and say we will be there between 2 pm -3:30 pm if we are unavoidably delayed. All our service people are Nextel connected.”

OPENINGS AND CLOSINGS

The company sends out a newsletter in February alerting its clients that it is time to think about opening the pool. That newsletter also makes clients aware of all safety issues involving pools and spas. Rosa said that today, safety takes up 25 percent of his newsletter.

Naturally, Integrity wants to open as many pools as possible before the height of the season, but if a client wishes to wait until May or even June, Integrity still needs to get them on the schedule early. One week to the day before the scheduled opening, Integrity calls its customers to remind them of the appointment and to see if they need additional chemicals or equipment delivered at the same time.“To consolidate driving,” explained Rosa, “we schedule by towns, going to some towns three days a week; others two days a week.

DISCOURAGING NEEDLESS SERVICE CALLS

Integrity has a curious habit of discouraging service calls where appropriate, which endears its customers to them. Rosa explains: “If we have someone call who opened his own pool and now cannot figure out why the pump will not suck water, we know that they did not reverse the Hayward diverter valve in front of the pump. Instead of sending the service guy out and charging them a $60 trip charge and $48 for a half hour, we will tell them what to do. We ask them to call us back if it doesn’t work and to call us back if it does work. People appreciate that kind of thing. We get calls that someone has vacuumed his pool and backwashed it and has lost suction. The first thing we will do it talk him through the old service man’s trick of how to prime a pump--by pulling a garden hose down a skimmer and letting it run full steam and then turning on the pump. We do this instead of charging them for a service call. As a result, when they need something, they call us because they know we will do right by them.”

Integrity actually takes this one step further. When it goes on a service call and finds that the problem is a result of its customer not being handy, the service tech will call the office and work up a lower price for the call. Said Rosa: “The customer did not ask for a lower price, but on the other hand, we don’t want him to feel foolish for calling us.”

Integrity handles warranty work differently as well. “We do a lot of warranty work and if there is a problem, for example, with a Hayward heater, we don’t tell the client to call Hayward. Instead, we send our people out and fix the problem. There is no charge to the customer. We will send the part back to Hayward and work out something with the company,” said Rosa.

Rosa said that Integrity replaces rather than repairs: “If we build a new pool and it is three months old and the Hayward super pump bearings sound bad, we go out and verify it and swap out the whole unit. We do not put a new motor on. Why? Because in a year and a half if the unit fails, the customer will feel it was no good to begin with.”

Rosa has developed an excellent relationship with his product suppliers. If there is a product failure, the product is sent back. If Integrity messes something up on installation, it eats the cost; it does not send it back, and the manufacturers appreciate it. Integrity has a close working relationship with its suppliers in the area.

COMMUNICATION IS KEY

Integrity likes to stay in touch with customers, even if the team gets sore hands in the process. Like many firms, it mails out holiday cards to all of its customers. In a typical season, the company will send out between 1,500 and 2,000. These cards are not only personally signed, but about 40-45 percent of them will have an additional personal handwritten note on them.

Another example: “When we are building a new pool, we will call the homeowner every day between three and four o’clock telling them what we accomplished that day and what will happen tomorrow and when the next inspection will be. Again, that breeds confidence in people, not just on the construction end, but also on the service end later on.”

HOW CUSTOMERS VIEW INTEGRITY

While Integrity works hard to serve its customers well, how do the customers really feel about Integrity? Rosa got an inking recently while stopping for coffee on the way to a job site. A customer came buy his truck to say hello and also to complain about his countertop installation business, which had tanked. He said to Rosa: “My business is not like yours,” said the Integrity customer. “The reason your business is so good is that people can come into your store and get answers to questions whether they buy something or not. Believe me, the word is out about you.”

Rosa continued: “None of our success would be possible without good people. Mike and Jordan, our service techs, are factory trained on our products, and their work ethic and trustworthiness are unequaled. They accept our ‘help the customer’ approach without question, and our customers recognize this.”

Rosa said that his “pride in all that you do” slogan not only reflects the fact that he wants to grow his business into something his family can run and enjoy into the future, it also reflects where he has come from in the business. “I have been in the industry for many years and have been fortunate to work for great men in this business. I worked for Martin Metz at Cental Jersey Pools and Art Petito at Pool World. I want to continue to honor them by doing a terrific job in my own business.”

 

2007

Pride In All You Do

Integrity More Than A Name

by Hartriono B. Sastrowardoyo (Asbury Park Press, 14 November 2007)

For Richard G. Rosa, "integrity" isn't just part of his business' name. It's an attribute he lives by. "People know you care when it's the same person selling and installing a pool," said Rosa, president of Integrity Pool and Spa. "Seventy percent of our customers have been through referrals." Integrity has been at its Route 9 location in Lacey's Lanoka Harbor section since September 2001. Rosa, a 60-year-old Stafford resident, brought to the business more than 30 years of experience in the pool industry. It was by happenstance that he got started in the industry, Rosa said. "I was attending Rider University at night, living in Bayville (Berkeley) and working in New York," Rosa said. An accounting major, he was looking for a job in New Jersey and found one as a treasurer for a Freehold swimming pool company. Both the sales manager and general manager left soon after Rosa started, and he found himself working in the sales and construction aspects of the company. "It's you and I today," Rosa recalls the owner saying to him at that time.

Fast forward to 2001. Rosa's three sons had all finished their higher education, and he and his wife, Linda, Integrity's vice president, decided this was the time to start their own business. Rosa said between one-third and 40 percent of Integrity's pool sales occur between October and February, when homeowners are looking forward to the summer season to enjoy their pool. Those homeowners need not worry about missing out, though. "Ninety percent of the time we work every day if the town lets us," Rosa said. "We usually finish a pool in between five to eight days, not counting the concrete walkways." Safety and quality come first, Rosa said.

"We offer a cement floor, and as standard, the thickest liner, with two bottom drains for safety," Rosa said, listing some of the features the company offers to customers. "We also offer a full material and labor warranty for the duration of home ownership, which is transferable." Those business tenets recently led the Northeast Spa and Pool Association, a trade group, to award Integrity its annual Gold Medal Service Company of Excellence Award for the second year in a row. "This is an extraordinarily tough competition to win," Northeast Spa and Pool notes on its Web site. "The customer is asked to rate the service company in six categories from performance, response time, service, the company's employees, if the customer would recommend the service company and the overall performance over the past year." "The first year we were shocked (at winning the award). This year we were on a mission to repeat," Rosa said. Rosa added, "It's nice to see something that validates, from the customer, what we are doing is right. If we didn't repeat, we'd have to stop and look and make changes."

Richard Rosa, president of Integrity Pool and Spa, and his wife Linda

show the award they received from the Northeast Pool and Spa Association.

(STAFF PHOTO: BOB BIELK)

 

 

2006

Pride In All You Do

We at Integrity Pool and Spa are extremely proud to be one of only seven companies to receive a medal from the Northeast Spa and Pool Association (NESPA) in 2006 and to be one of only two gold medal winners. NESPA is made up of swimming pool and spa companies from Long Island, New Jersey, Connecticut, parts of New York state and eastern Pennsylvania. NESPA and its member pool and spa companies have made tremendous strides to improve service to the customer industrywide, and we are proud to be a member of NESPA.

We accept this award in recognition of the efforts of our construction crews (heavy service), field service personnel (light service) and office staff. Our company motto – “Pride in All You Do” – now has a special meaning, one that comes from being evaluated by our customers and peers.

In closing, you have our promise to continue to improve and expand our service efforts. We thank all our loyal customers for the trust they have placed in us.

Richard G. Rosa President, Integrity Pool and Spa LLC