We cannot begin to explain how pleased we are with the Construction and Customer Service team in Barrie. JoAnna, Mike and Frank have had to deal with two complaints in as many weeks from us, and both were resolved within THE HOUR. That is unheard these days. We truly would like to send our appreciation to these folks for their understanding, patience and professionalism. They are simply awesome.

One year after closing, we are still receiving the high quality of customer support. Unreal. We have never walked away from a correspondence with any of these folks feeling unheard, ignored or disappointed; that alone speaks volumes about their personality, job integrity and how they choose to represent themselves as well as the Baywood name.

Thank you for hearing us on all levels of the home building process. Your team rocks.

Chris & Kamla Wray
Hamptons, Barrie
June 1st, 2009

George and I would like to thank you for all of your advise, expertise and patience over the last 7 months in the design studio. You have done an amazing job, as the size of the folder for this house indicates! Thank you for all the questions you have answered, and all the queries you have found the solutions to.

We would not be at this point without your help.

Sincerely,
Isla Whillians
August 6th, 2008

I am writing to express my gratitude and to enlighten you of the positive experience that we had at the Décor Centre on Friday, March 8, 2008.

Momentarily after arriving at the Décor Centre, my husband and I were greeted by the warm smile of Ms. Gianna Iafrate. We were extremely impressed with Ms. Iafrate’s professionalism, organization and by the fact that she valued our time and evidently prepared for our meeting. For example, the upgrades that we selected on our last visit were accurately and neatly arranged by room on the counter such that we could immediately get started. We felt that Ms. Iafrate worked with us in a supporting, yet not overbearing manner to help us re-select items that were similar to those we had previously selected. We feel that she demonstrated a thorough knowledge of the new product and were happy and thankful that she was able to suggest items that would accent our floor and countertops. Thanks to Ms. Iafrate’s assistance, we were able to select upgrades that we believe to be better quality than those we previously selected, at par.

We would like to express our sincere appreciation to Ms. Iafrate who made an experience that we were dreading, very enjoyable. We believe that her positive attitude and thorough approach to detail is what immediately “won us over”. We feel that Ms. Iafrate exemplifies excellent customer service and that she is responsible for making our dealings with Baywood Homes a memorable and pleasurable experience to date.

Thanks to Ms. Iafrate, we left the Décor Centre on Friday night smiling and 100% satisfied with the upgrades we selected. We are truly appreciative of the caring service we received and are anxiously counting down the days until we take possession of our new home.

Cordially,

Janel and Aaron Mullett
Ravines of Greenhill
March 10, 2008

My wife and I just want to say a big thank you to Mary Jo daCosta at the
Design Studio for being so helpful and knowledgeable during our two visits.
She was very patient and allowed us to take as much time as we needed to
complete what we though was going to be a daunting task. She is very
professional and is representing Baywood Homes very well.

My wife and I have spent over 30 years each in professional careers and we
know the meaning of treating customers well. Mary Jo made us feel "right at
home" . We would highly recommend her to anyone trying to "outfit" a new
home.

While we are in the process of giving out accolades, please be aware that we
also received first class service from the sales staff at the Napa Valley IV
office in Bowmanville.

If the remainder of our Baywood experience is as good as what we have seen
thus far, we will be very pleased indeed!

Sincerely,

Dave & Yvonne Gillard
Napa Valley Ph.4
February 24, 2008

I am writing to you in hopes that you will pass this on to the appropriate people. I would like to comment on Rick and Jose’s work ethic. Usually people are quick to write letters with negative comments, but I am writing with nothing but positive comments regarding Rick and Jose. They are very dedicated workers and show great integrity and tact when dealing with customers. I have had the good fortune of having nothing but a positive experience with the two of them. If they were not able to finish a job they would explain why and when it would be done.

Jose is very detailed and takes his time to make sure that the job is done right the first time and I am very impressed with that. I would also like to comment on Rick’s customer service skills which are fantastic. He took the time to understand my concerns and did the best to answer them and if he was not sure would call and find out. The two of them are a great asset to Baywood Homes. I hope you take the time to appreciate such great workers you have in your organization.

Kind regards,

Janice Bartley
Napa Valley Estates Phase 4
January 2008

I'd like to take this opportunity to thank you, Darryl and Baywood for our frame walk through. It was really exciting to actually go inside the house and walk around and see how the internal construction is going. My girlfriend and I appreciate it and we can't wait to move into our Baywood home.

Thanks again & Happy Holidays!

Eric Moreau
Napa Valley Estates Phase 4
January 2008

I wanted to pass you a quick email to say how impressed I have been with your Customer Care Manager, Kenya Pallotta.

Each time I have been unable to receive prompt or satisfactory service from our site customer care office, Kenya has always been willing to either assist me directly, or ensure that the local customer care reps address my concerns.

It has been reassuring knowing that Kenya has been available to assist me in the times she has been called upon.

She has helped make our home buying and subsequent customer service a valuable experience. Everything does not go perfect with any builder or home, but Kenya always tries to ensure that my family and I are satisfied with any issue that arises.

I wanted to pass on my appreciation to you for the work Kenya has done, and I have shared my appreciation with her as well.

Best Regards,

Darryl Dawson
Ravines of Greenhill - Oshawa
January, 2008  

I just wanted to take this time to say thanks to Darryl and his staff for the great job they have done on our new house. You often hear of all the problems and difficulties people have when they move into new homes. This is not the case with us, or other Baywood home owners I know.

November was a very busy month for all the workers, especially the 30th, when there were 10 closings. Our closing date was November 29th, and on the 30th we had Rogers Cable and Bell Canada installing services. We had a minor issue with Rogers cable, and with the Rogers tech waiting, I explained the situation to Darryl. Despite how busy they were, he had someone at my house within minutes to resolve the issue.

On December 4th, Darryl had a crew come in and complete a few minor repairs we had mentioned. A rep. from Baywood was here in the morning and I went through the entire house with him. Shortly after Hunter, the repair man was here. I have never met construction workers as polite and thorough as those two. They found and repaired things that I didn’t point out, and would have never found, and the repairs were excellent.

We have been in the house now for two weeks and love it! The service here at Baywood is unbelievable! We plan on up grading our house in a few years, and would only buy a house from one of Darryl’s sites at Baywood!

Thanks for a great house and for making our first home buying experience a great one!!!



Dave Besco & Andrea McCron
Napa Valley Phase 4                                                                                        December 14, 2007
 

I wanted to take a few moments to commend Baywood for the excellent service we have received in the purchase of Hamptons Lot 270 over the past two months. From the beginning, Sherry in the sales office was excellent to work with, and I was very pleased to see that this same service continued when we came to the Studio to make our upgrade choices.

We worked with Shirley Loureiro, who went out of her way, time and again, to help us create the home of our dreams. Shirley and the Baywood team were wonderful at ensuring that a promise given was a promise kept, and we have hugely appredciated this honesty and commitment to service.

We now eagerly look forward to moving in to our new home in early March of 2008.

Yours Sincerely;

Heather R. Morgan
The Hamptons Phase 3
September 26, 2007

I would like to tell you about the exceptional service Kim Matthews (Wasaga Beach Area) has provided to us. When she arrived in February 2007 she quickly met with me to find out what repairs were left to be completed from the 30 day request form. She made sure that all repairs were done in a timely fashion and with quality workmanship. For example, our basement carpet had to be fixed because one of the major seams was fraying and it was in a noticeable spot, in front of the basement stairs. Based on the carpet company's assessment, that particular section of carpet had to be replaced. Kim was on site at our home to oversee the replacement and noticed that the colour of the carpet did not exactly match so she requested that the entire carpet be replaced. Another example is our sliding closet door had a scratch on it and the respective company touched it up with paint. I noticed it and before I had a chance to tell Kim, she had asked that particular company to replace it. What initiative!

Since then I have informed her of other repairs and she handled them in the same efficient manner. She always takes the time to follow up with me with a status report.

I want you to know that she is very customer focused and you hired a gem.

Regards,
Barbara Houlden
AnnArbor Phase #2
September 14, 2007

I just wanted to personally thank you for the amazing job you did on our brand new home. As first time buyers, we were very nervous and extremely excited about this purchase and I have to say that you all made it a very fun and exciting time in our lives.

Our sales centre experience was amazing. This was the 1st sales office that we went into and we felt very comfortable. Both Pete and Noreen were very knowledgeable and extremely helpful in helping us find a house to turn into a home. They both listened and really helped us to get the best deal. The 1st house we walked into felt like home….this showed that they truly listened to what we were looking for and provided us with the best solution for us. Not only did they help us pick the perfect home, but they worked side by side with us along the way to ensure that everything was looked after and that we got exactly what we wanted. They are an amazing team.

Jennifer at the design centre was a gem. Without her, our house would be a mess with lots of colors everywhere. Jennifer worked with us to find exactly what we wanted. She helped continue to make our house a home. She had great suggestions and her expertise went along way. I truly thank her for all the comments we will receive when people walk into our beautiful new home.

I would also like to truly thank both Tony and Rob for all their help and great support. They were amazing and went beyond the call of duty to ensure that we had everything we could have ever imagined. It was such a pleasure to work with them and their team. I so appreciated all the hard work they put into making our house a beautiful home. From the day we signed the papers to the day we moved in, they were there every step of the way to make sure everything was up to my standards (and they were high). Even the day we moved in, they were still at our door trying to finish up last minute things so that our house would be ready to go. I felt like we were the only house on the block that day and everyone was looking after us to ensure we were happy. I thank Tony, Rob and their team for making us feel special the whole way through. Amazing in the only word to truly describe what you’ve done for us. Thank you!

I wanted to let you all know how wonderful this experience was for us. I felt like everyone on your team looked after us as if we were the only ones in your neighbourhood. I so appreciate the time and effort you put into our beautiful house……it has finally become a home and I truly believe it’s because of the way you looked after us.

I will recommend you as the home buyer of choice for many years to come. I am in sales myself and I have to say that you sold us like no one has ever done.

Thank you for everything.


Regards,

Nancy Winsor and Rob Seibel
Ravines of Greenhill, Phase 1
 

I don't think that this is the first email I've sent you but I am sure I will have the pleasure of writing again in the future.

My name is Frank. My wife Colleen and I are buying a house in the Ravines of Greenhill in Oshawa. You are building our EnergyStar dream bungalow.

You have a Customer Care policy that includes the words "exceeding customer's expectations every step of the way".

From our initial contact with Noreen Milo, through our friendly visits with Jennifer in the design studio - you exceeded our expectations.

I'm writing today so that you can take special note of the treatment we have received from the site manager Tony Astolofi. We never had an opportunity to review the finished floor plans before Jennifer went on maternity leave. We also knew that our purchase agreement said that dimensions were approximate. When Tony saw the plans for the first time he allowed us to note some room dimensions so we could return to our temporary home in Bancroft and dream about the size of the kitchen, bath etc. This allowed us many hours of fun trying to imagine what the final house would look like.

Tony, because of his skill sets, not only was easy and friendly to deal with but we like him too! He suggested some slight modifications (that did not cost Baywood any money) but that will make our home even nicer. For example he suggested moving a small, non-supporting column so that it lined up with our counter. There were some other questions we had and once again "he exceeded our expectations".

We have not dealt with Linda the Customer Site contact, other than to ask for Tony, because our house isn't finished. We found her very busy but willing to take the time to return our calls. We look forward to dealing with her at the possession phase and beyond (but don't expect our needs to be very great based on our experiences to date).

Please pass our thanks to everyone at Baywood so that your staff can reflect on the special role they are playing in peoples lives.

Respectfully,
Frank Robinson
Ravines of Greenhill Phase 1
July 6, 2007

Ray and Adele Scimone
Apple Hill Estates
May 17, 2007

Grant Yeates
The Hamptons Phase 3
January 5, 2007