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Silvana Palombo Dear Silvana Palombo: Re: 2001 Ernest Assaly Builder Awards program Every year, the Ontario New Home Warranty Program (ONHWP) recognizes excellence in customer service and superior quality construction with the Ernest Assaly Builder Awards Program. Only members of Ontario's Building Elite are selected as candidates for the awards process. The awards are named after ONHWP's first chair and prominent Ottawa builder, the late Ernest W. Assaly. Award winners are chosen in three categories: Small Volume Builder, Large Volume Builder and High-Rise Condominium Builder. A complete list of the 2001 awards winnders will be displayed in our fall mailing of ONHWP Reports and our website at www.newhome.on.ca. Although your companny was not chosen as a finalist, the Ontario new Home Warrnaty Program recognizes your excellent contribution to after sales service and quality construction with the Presidents Achievment Award. ONHWP greatly appreciates the effort your organization has taken to participate in the selection process, and commends your commitment to excellence. Again, thank you for your participation. Sincerely,
Member For 10 years
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April 22, 2008 Ms. Silvana Palombo Re: Exemplary service of site supervisor Mimo Abbelatty Dear Ms. Palombo: I’m writing this letter to share with you the exemplary work and commitment to service that site supervisor, Mimo Abbelatty has demonstrated consistently in the two years that we’ve owned our Fontainbleu home. Mimo is without question a key reason why we’ve had a very positive view on our Queensgate home purchase experience. Admittedly, we’ve had our ups and downs with Queensgate but this has occurred with individuals at higher levels within your organization and at one point it meaningfully sullied our impression of your organization. Many of those same people attempted to appease us however, and for that, we are grateful. A key catalyst to eliminating our previous negative views, however, was the effort that Mimo has put into showing us the “better side” of Queensgate. The neighbours are very close in this development and the one constant opinion that many of us seem to share here is our gratitude for Mimo’s dedication to ensuring that our after-purchase experience is second o no other builder in the city. To be clear, this is no rhetoric on my part. Many of us in this community have purchased homes from other builders across the board. Unlike supervisors at other large-scale developments across the city for instance, Mimo took it upon himself to give all the home owners in our phase his cell phone number and actually answers it and gets back to us in a timely manner. In addition, Mimo exudes empathy with our concerns and his actions are always indicative of his desire to help. We have never once felt like we were “alone” after our home purchase because whenever he’s in the area, he’ll make the effort to stop by people’s homes to ask occasionally if everything is ok, but has the unique ability to temper that with discretion so as not to seem intrusive. We constantly receive complements on our home and the “look and feel” of the broader community, which is clearly a testament to the quality and effort of your builders have put into the homes themselves and the community presentation at large. Besides the gorgeous and well though out homes that you’ve built in this community, however, Mimo is an important reason why we have nothing but positive things to say about our overall experience with Queensgate. We gladly continue to give glowing reports to prospective buyers in the area that frequently knock on our door after viewing the model home 2 doors down from us to inquire as to our after-purchase experience. Clearly, the after-purchase experience is one of the most critical factors in whether you’ll be able to successfully sell lots in the other Fontainbleu phases you intend to develop. With Mimo at the helm of this site, I’m sure that the stellar after-purchase reports that we and others in the community are expressing will continue wih the new purchasers going forward. If you would like to further talk about our experiences feel free to call us at home. Kind regards
Wed. Nov. 5, 2008 Ms. Silvana Palombo Dear Ms. Palombo We would like to take this opportunity to advise you of the quality of service we have received from your customer service team, Rick, Ian & Bud at our home in The Ravines of Cawker’s Creek in Port Perry. We have been here almost three years (moved in Nov. 30 2005) and have had very positive experiences in getting concerns resolved in a timely and professional manner. Although we did not have many significant issues, all were fixed as required. Recently, while finishing the basement we discovered a heating duct that had not been properly installed and needed to be attached to the vent. Even thought we have not needed to contact Rick in over six months his response was positive and immediate. Bud arrived within minutes of hanging up the phone to assess the situation and called in Rick and Ian to assist in fixing the duct work. In less than half an hour from the phone call the issue was totally resolved in a friendly and professional manner. This is indicative of the service we have received since moving in and we felt we should pass this along as you on-site people deserve the praise. R & B
Friday April 17, 2008 Ms. Silvana Palombo Dear Silvana Palombo RE: JOE CLASADANTE We are writing to express our satisfaction with Joe in helping to solve our laundry room problem. When presented with the issue that our second level laundry room floor shook excessively, Joe listened to our concerns and worked with us to try and solve this problem. He was courteous, informative and made our lives much easier. He handled all of our phone calls in a professional, but caring manner. If he was not at his desk when we called he returned the call almost immediately and got a hold of whoever was needed to fix the problem in a very timely manner. We appreciated Joe’s thorough investigation of the problem, ability to keep his word and his willingness to work with us to correct the problem. Queensgate is very lucky to have him. Thanks again to Joe Sincerely
28/11/2007 Re: SPECIAL MENTION OF YOUR OUTSTANDING STAFF’S Hello Sirs,
3800 Steeles Avenue West Dear Anthony, I am sending you this email to give praise to two of your site Supervisors in Georgetown South, Mario Cristini, and Gord Nolan. We took possession of our home in June 2006. From the day we moved in, we knew we were in good hands. Both Mario and Gord were very pleasant to deal with, informative, accommodating, accessible at all times, and always taking the time to listen to our concerns. Being from the service industry, I understand what it takes to provide outstanding customer service. The experience we've had with Queensgate, in particular these two gentlemen, compared to previous builders (I won't mention any names) is like night and day. Both Mario and Gord have shown exceptional customer service, and I hope that they are recognized for their efforts. Congratulations on having a great team, and making our new home purchase pleasurable! Sincerely, TD
3800 Steeles Avenue West Dear Joe, I want to take this opportunity to thank you and your team for the excellent customer service over the last couple of months since we moved into our new home. With respect to your service managers, Marco and Mario, both of them have been very accommodating. Whenever I pass by, I am asked if everything is OK and if I have any issues on a continuous basis, which far exceeds my expectations of how I would be treated by a builder based on experiences that people have had in the past with other builders. Most of my experience has been with Mario, where he did an excellent job in ensuring that deficiencies were adhered to in a timely manner and always followed through on his commitments. I want to especially thank Andrew, which reflects onto Mario, where
from a workmanship perspective his work is always of the highest
quality. His sense of humour and positive attitude is greatly appreciated,
and I would say that this is a comment that many of my Finally, I want to thank Gord. Even though I know he is not part of the customer service team, I feel I need to acknowledge his integrity and sense of urgency he portrays in resolving issues. Thank you Queensgate! Sincerely, E. C.
To Whom it May Concern I wanted to write a quick note to express my thanks to Mr. Mimo (sorry, do not know his last name) for work his has been doing for our new house. We found Mr. Mimo to be friendly, Knowledgeable, professional, and sincere. Mr. Mimo returned our calls in reasonable time frame and addressed all our concerns. He attentively guided us through the inspection of our home and diligently made record of things that were incomplete. Mr. Mimo provided my wife and I with consistently excellent service throughout the past month that we have been dealing with him and we thought you should know. Sincerely May 06
Rick Thank you so very much for being so fast and reliable with completing everything on our 30-day list. This only increases our confidence in Queensgate! Thank you, Alison and Patrick Sept. 06
Hi Tom, Just a small thank-you to you, Rick, Ian and “honeymoon man” for your efforts regarding our home and the neighbourhood. Although I still have several items on my “to be done list” for Rick, I appreciate your efforts and Rick’s in dealing with our concerns and problems in a reasonable time (particularly in comparison to my friend who has moved in at the “other end” of Rose-borough Drive). And I have been very pleased with the care, concern, competence and friendly manner of your work crew they arrive to make repairs. Thanks,
Dear Joe, On behalf of my husband and myself, I’m privileged to take the time to extend our appreciation for the great job your company has done on building and finishing our house, and proud to formally acknowledge that excellence in performance. Your team has accomplished the task at hand certainly and provided us a perfect example of how to “do it right and do it well”. Your commitment and dedication are much appreciated, and again we all wish to offer you our warmest thanks. It was a pleasure to deal with you and Mario during the PDI. Thank you for your outstanding customer service. We will certainly buy another Queen's Gate home. Sincerely, Yvonne and Chris Kaczor Ms Silvana Palombo Dear Ms. Palombo We are finally getting settled into our new home. It is everything we hoped for and more! We thought we would send you a note to express how pleased we are with the house. Prior to finalizing our Agreement to Purchase 296 Dawlish in February 2005, my wife, Pamela, and I had been looking at homes in Lawrence Park and Hogg's Hollow for well over a year. During that time we were exposed to a variety of layouts and quality of finish. We also came to realize that there is no necesary connection between price and quality of finish. We saw a number of expensive homes with relatively poor quality of finish and a number of relatively inexpensive homes with good quality of finish. We first were exposed to a residence built by Queensgate Homes when we viewed 123 Stratford Avenue in the Spring of 2004. While we were impressed by the layout, we were particularly impressed with the quality of the finishing. The home itself was what we were looking for and we seriously considered putting in a offer on the home had the lot not been undersized for our needs. Despite this we enquired about the builder and were told it was Queensgate Homes. Later in 2004, we were driving through Lawrence Park, saw The Queensgate Homes sign on 296 Dawlish and new that we had to inspect the residence. When we did so it became clear that the home had everything we wanted in a home: great layout (at least for our family) and incredible finishing. We were particularly impressed with the following features of the home: coffered ceilings, floor/ceilings moldings, built-in cabinetry in the bedrooms and family room, wine cellar, quarter-cut oak floors, paneled wall in the staircase from the basement to the upper level, manifold plumbing, heated floors, walk-in wine cellar and many more. While the home was new as purchased, we did need to have access prior to closing to arrange for window coverings, audio wiring, etc. This access was facilitated by Tony DeCaria, the Queensgate project manager for 296 Dawlish. Tony is a delight with which to work. He is cheerful Very responsive and has the most uncompromising commitment to excellence building homes of the highest quality that we have ever seen. This commitment is particularly acute when he senses he is dealing with knowledgeable homeowners that recognize and appreciate the quality of the home and the extra effort needed to deliver that quality. Without hesitation, we can recommend Queensgate Homes as a high quality builder of luxury homes. We look forward to building many memories in our new home - this will be made easier given the quality of the home. Yours very truly,
Ms. Silvana Palombo Dear Ms. Palombo: Since most people take the time to put their-thoughts in writing only when they have a complaint, my husband and I thought you might enjoy a written word of praise instead. This letter is to inform you of our satisfaction with the Queensgate Homes Brooklin before and after-sales service thus far. Since our initial contact with your on-site sales representative, Michael Sadler, we have been impressed by your company's professionalism. We found Mr. Sadler to be friendly, knowledgeable, professional, and sincere. Mr. Sadler's assistant, Cindy, was also friendly, knowledgeable, professional, and particularly helpful. Both of these representatives provided my husband and I with consistently excellent service throughout the past six months that we have been dealing with them and we thought you should know. Your customer service representative, Pat Galiti, also conducted himself professionally. Mr. Galati attentively guided us through the inspection of our home and diligently made record of things that were incomplete. What happened next was truly remarkable. Once the transaction of purchasing our new Queensgate Home had closed and we took possession, we were pleased to discover that many of the incomplete tasks had in fact been completed. This was a new and pleasant experience for us since the builder of our previous home was not as diligent. We closed November 30th, 2003 and over the next month, Mike DePalma is quickly earning the reputation (on-site) as the man who gets things done. We appreciate your commitment to excellent in customer service. Keep up the great work! We'll be telling all our friends about Queensgate Homes Inc. Sincerely, Stephen and Tamara Lopez
Sir, With regards to the sod and the grading done on our street, the job done was that of excellence in our opinion, the quality of the sods and the excellent job done on the grading is impressive. We are truly extremly satisfied with the the finished look. Also we would be remiss if we did not mention the customer service persons, Dave & Dennis, we have had on a couple of occasions had to call with regards to a problem with the house. Dave returned our calls in reasonalbe time frame and addressed our concerns. Also the service person Dennis, the way he communicated with us and fixed the problem in a very professional & efficient manner. Mr. Marson, I also must thank you for taking the time to return my calls and hearing my frustruations regarding problems arising. Regards,
To Whom it May Concern I wanted to write a quick note to express my thanks for the recent repair. (Lynde Shores). It is not often that my expectations are exceeded, and Dave, John, and Brad did just that. It is nice to know that Queensgate stands behind the quality of your homes, and are willing to take the necessary steps to correct problems when identified. Dave, John, and Brad, were professional, courteous, and friendly. They all went above and beyond to ensure that I was happy with the state of the house before they left. I realize that residents in new neighborhoods are quick to jump on the bandwagon when criticizing builder quality, I would like to say that I will be spreading the word to the contrary. You have obviously selected your service team wisely, and I would like to thank you for that! All the best! Adam F.
Tony De Caria Dear Mr. De Caria It is with great pleasure I write this letter to you In august of 2001, I moved into one of your beautiful custom homes on 103 Highland Crescent in Toronto. We have enjoyed the neighbourhood from the outset and feel there was truly no better house for us to make our home. In fact, many of the neighbours have commented on how well the architecture and choice of exterior brick keeps perfectly in character with the rest of this mature neighbourhood. After purchasing the property while under construction, Elana and I appreciated you complete flexibility and guidance in completing the construction to our total satisfaction! After having researched local custom home builders for more than three years, I heartily recommend you personally and Queensgate Homes Generally as a preferable choice for several reasons:
Tony, thank you for making this experience, which as I understand it can often lead to unpleasant confrontations or downright nasty lawsuits, one of enjoyment. At this juncture in our relationship often builders and homeowners are not even talking to each other but this would be the polar opposite of our relationship. Elena and I consider you a friend! Very Best Regards,
To Darrian Langer Steeles-West Realty Ltd. Dear Darrian, I just wanted to take the time to thank you for all of your help during the recent purchase of a Queensgate home You were really great to deal with and helpful and you made the process a smooth and enjoyable one. Like most first time home buyers, we had a lot of question. You answered them quickly and efficiently. You were helpful during all stages of the home buying process. Your honesty and diligence is refreshing. Keep up the good work Darrian. It's been a pleasure dealing with you. Sincerely
Nov 15/99 Fabio Once again THANK YOU: Thank you for all you did to speed up our home. Working with the public with their complaints and demands is not easy. Your efforts and hard work have not gone unnoticed. Joe and I will be sending a letter to head office on your behalf telling them how fortunate they are to have you on their team. Not only do you listen but you care also. Please accept the enclosed gift and treat yourself and your wife to an evening out Thanks Joe and Neusa Marques
June 10th Tony De Caria Re: Purchase of Queensgate Home in Georgetown South I purchase the above mentioned home from Kellie marr and would like to tell you how pleased I am with both the quality of home that was built, but also with the level of service provided by Kellie. Not only was kellie pleasant to deal with, but she was efficient in helping us deal with a rather complicated purchase. She answered all of our inquiries quickly and provided a level of service that we have never received before. Our experiences with two other home builders does not even compare to that of Queensgate or Kellie. thank you for conducting such a high level of service in an industry that is known to be plagued with complications and frustration - I will recommend Queensgate and kellie specifically to anyone I know who is looking to make a new home purchase. Georgetown should be thankful to have a builder like Queensgate developing their community.
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Greater
Toronto Home Builders Association
2001
Ontario Home Builders Association
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