From: Avery, Jennifer (JUS) [mailto:Jennifer.L.Avery@ontario.ca]
Sent: August-31-11 11:06 AM
To: Noreen
Subject: Apologies, and an order

Hi Noreen, I do apologize, you were right all along and we should have gone with your company.

Yes, the company in the Soo installed soapstone, but they did a very crappy job. There is a crack at a seam that goes from the back of the piece (the wall) to the side of the piece (seam) that is about 5 inches long. In the middle is a ‘ding’. Obviously at some point prior to or during the install, it got damaged. They are now saying that it was policy that I was supposed to be there during the install (apparently they told me this in an email) and I wasn’t (I showed up part way through and then went back to work). There are five or six other issues with the install, and they’ve ‘easily’ explained away all of them. Any scratches and dents are explained away with ‘well, you’re going to ding it up anyway with regular use’, the uneven seam (where the two slabs meet up) is attributed to “that’s the way the slabs were, you can’t change that”, and the gap between the counter and the wall is explained as “your wall is crooked”. They also did the island the wrong size. They are not taking responsibility for ANYTHING (they broke a sink as well).

I’m at a loss. We are withholding payment until this is sorted out. If it was policy for me to be there, why did they do the install without me there? Why no phone call?

I know you don’t owe me anything and I switched at the last minute, but can you maybe put some perspective on this for me? Is a crack a big deal? I doubt I would have noticed it had it not been pointed out. What would your company do in this situation? How would you make it right? I want to know what I should push for and where I should back off. I’m very angry. Heck, there’s still the possibility we trash them and phone you, with our tails between our legs. (lol) Although we have reached our limit financially.

That being said, we now have to find a way to cover the gap in the wall between the counter and the wall, so we’ve decided to use the soapstone subway tiles. I’m thinking we need about 14 of them in the verity colours as soon as we can get them. I’m going to have my husband call you with his credit card number and to place the order, as I’ve officially run out of money.

Jen Avery (Greg Hutton)

Noreen,

I would like to take the opportunity to thank you so much for such a wonderful experience. The installation of soapstone went "seamlessly" last week! I wanted to send this brief email to let you know that the crew you sent were exceptional - their attention to detail was especially noteworthy. They worked very hard to ensure our client was pleased with her purchase and that she understood how to care for the soapstone in the future. It is also worth mentioning that they (especially the crew leader) spoke VERY highly of both you and your husband - the pride in their work would at least partially be reflective of their respect for you both. We look forward to seeing you in the future.

Thank you so much!!

Jake and Jason

Noreen:

Just a note to say thank you for your service. Pat and I are very pleased with the soapstone counters and Gaetan's fit is perfect.  Your installers were excellent and courteous and the process of counter selection and installation was the easiest of our 7 month ordeal for our new kitchen.

Regard;

Brian Bath

Dear Noreen:

I wanted to let you know in writing how much I enjoyed - yes, enjoyed - my experience in dealing with N& G: from the time I decided to buy a new countertop to the day it was installed.

It started with a call on a Saturday, and although you weren't "open", you were kind enough to allow my husband and I to come over and look at your showroom, to explain the pro's and con's of soapstone, quartz and granite and to answer a myriad of relevant and non-relevant questions.

I selected a quartz countertop. A day or two later, my husband convinced me that soapstone was the way to go. You had no problem with the change. Nor did you have one when I overruled my husband and the choice was switched back to quartz!

My favourable experience continued when Gaetan came to the house for the "templating". He was friendly, explained what he was doing and made a suggestion regarding the installation of a shelf in a cut-out between the kitchen and the dining room which has made a huge improvement to the overall look - a real finishing statement.

The day of the actual installation arrived. It was, not surprisingly, very cold with a bit of snow on the ground. This time, it was Doug and Kelly who showed what good ambassadors of N & G they were. They thoughtfully overcame the various obstacles that were thrown their way, be it the weather, countertop support over the dishwasher, the installation of the sink mounts and the placement of those pesky extras (reverse osmosis tap and soap dispenser) with minimal room to work. They even let my husband watch! (Why would I have thought that it would be a simple matter of bringing the countertop in, laying it down and cementing it in place?) When all was said and done, they cleaned up the place and made sure that I was satisfied with everything before they left - very professional.

Lastly, there was a gift given to me from N & G!

I have mentioned to my friends that N & G have provided me with the nicest, courteous, most professional retail experience that I have had ever ! I will be recommending N & G to any one who is looking for countertops in the future.

Yours sincerely,
Andrea Lindsay

We are sending this letter to commend you and your employees on an outstanding job from beginning to end. We stand back now and look at this wonderful kitchen, this beautiful soapstone counter top, and appreciate the pride that you both feel representing this product. We feel so proud to promote the beauty, and durability of your soapstone.

Liz and Ian Forster

Noreen and Gaetan:

We would like to take this opportunity to thank you both for all your help and expertise.

As you know Sharon and I have been building our retirement home in Haliburton and were about to build the kitchen. I have heard so many horror stories of bad experiences in kitchen construction that we were not looking forward to this part of our project. Then we found an advertisement for soapstone counters, in all places, at the local store. This was our first contact with N & G Soapstone.

When we first met you we were very impressed with the product, but even more with your knowledge and professionalism. Noreen and Gaetan, you have always been friendly and willing to give of your time to help and clarify any questions we had, even though you were always very busy. Gaetan was always there to offer help with suggestions on kitchen cupboard construction and installation, and Noreen for soapstone selection.

When the counters were to be installed the N & G team showed up on time and made the installation go smoothly and professionally. After the installation, which included some finishing work, the area was left clean and free of dust.

We are so lucky that we saw your advertisement, which lead us to the selection of soapstone counters, but even more important, the selection of N & G Soapstone. Thank you for your incredible help and professionalism.

Thanks again Noreen and Gaetan, you both have made this a successful and positive experience.

Chris and Sharon Collins

Listen to Kathy Schuck's testimonial below.

Hi Noreen,

I just wanted to say thank you for all your assistance co-ordinating the install of our countertop, and to let you know how spectacular it is.  Your installers were meticulous, caring about the work, and friendly - very easy to have around.  Everyone at N & G - yourself, Darla,Gaetan and the installers, has been a pleasure to deal with.

If you like, once we have the backsplash in place, and a finished kitchen, we can send you a photo. You had mentioned this possibility to use when we were in with our cabinet sample.

We are thrilled with both our bathroom soapstone and our kitchen slate.  Not sure what our apartment would have looked like without N & G Soapstone.

Thanks once again, it has been fun doing business with you.

Margaret Smith/Sandi Chinn

Attention Gaetan & Noreen

It gives me great pleasure to write this letter of deep praise and appreciation for your company, your products and your customer service staff.

About two months ago we started a kitchen renovation to create a pass through to our dining room.  Our kitchen was 19 years old and although we loved our existing sink, floor and cabinets, we decided it was time to upgrade from a laminate counter top to stone.

We fell in love with the look of soapstone and our research led us to love the low maintenance aspects of it as well.  When Gaetan came to make the needed measurements, we enjoyed the extreme care and professionalism with which he created the counter top template.

Our old sink proved problematic though, as it was a drop in sink that was seated on our original laminate counter.  Gaetan noted that the clamps were not designed to hang from the stone countertop hangars on the sink.  I found out that stone clamps were stilll available from the manufacturer and Gaetan took the sink to your factory to create a custom template for it.

The new countertop arrived and your installers, Todd, Clint and Vj worked patiently and methodically to install the counter and backsplash, sand the seams and enhance the stone. It is a stunning work of art.  The stone clamps also arrived from the sink manufacturer and we hacve successfully installed the sink in the soapstone countertop. We had our first dinner part last week and unveiled the renovation to rave reviews.

Ilan and I were management consultants with KPMG's prdecessors earlier in our careers.  I then ran a family real-estate company and more recently connected with my artistic side as a painter.  Ilan went on to be an executive with Sony Canada, a Senior Managing Consultant with the Boston Consulting Group and a serial entrepreneur. He now coaches executives, business owners and entrepreneurs on how to overcome the obstacles they face and to get the most from their teams.  both Ilan and I have strong opinions about 'customer service' and professionalism and and how often it is lacing, here and in many parts of the world.

Our experiences with N&G Soapstone have been nothing short of fantastic.  Please accept our deep gratitude and sincere congratulations for the culture and empowerment you have created within your company.

Sincerely,

Gay Gooderham

Hi Noreen,

I have been meaning to touch base with you for a while to let you know how happy we are with our countertops.  They are gorgeous and we get so many compliments on them.  I couldn't be happier.  As you might remember, the island is the centerpiece of the room and now with the soapstone it makes a real impact.  The two gentlemen were so helpful and pleasant. It was a pleasure to have them working in my home.  So thank you for everything. I will tell all my friends about you!

All the best,
Cindy MacMillan

The kitchen feels warm and comfortable and we're really enjoying it.  Thanks for your recommendations, and our new soapstone countertops and backsplash tiles. And, of course, for your workmanship!

Wayne and Lauren Sylvestre

Noreen,

I can't believe it has been 2 years since we had our soapstone sink and counters put in. In all of our renos I have found you, Noreen, to have been the best part and the best company that we dealt with.

After reading about you in Better Homes and Gardens and then phoning you, I knew that this was meant to be.

I have found you so easy to work with that I actually feel like we are friends!

Being so distant from me, in Saskatoon, I was unsure about how well the ordering, service and product would be. This was putting a lot of trust in everything. Everything was worth that. The multiple phone calls, the photos of our cupboards before ordering and the design discussions all put together a very beautiful kitchen.

We had freelance installers from Saskatoon template the cupboards and send that to you. It is amazing how perfect the fit was when the stone arrived. There was not even a fine sanding needed to a corner. The crating was great - not a thing moved - no damages.

The round "bar" sink we mounted above the counter instead of undermounting it. This sink is the most beautiful element to the huge island. Absolutely everyone that enters our kitchen caresses this sink. It is stunning besides being very useful.

I was worried that the subway tiles may darken up the kitchen. They have added to the warm feel of my kitchen.

I am beyond happy with the quality of my stone. If I ever moved I would take out what ever counter were in the new home and have you ship me a new soapstone counter.

I am a very tactical person - I love just touching the counter. It adds a very special warmth to the house. I love not having any maintenance and no polishing!

Thank you, very much.

I hope you and your family all to be well and happy.

Please, feel free, at any time, to use me as referral to people out here in the prairies. I love showing off my counters, sink and tiles.

Janice Davidson
Saskatoon, SK

Dear Soap Stone Ontario,

We are very happy with the results of our kitchen, including the attention to detail, the quality workmanship and we are particularly pleased with the new soapstone countertops.

Thanks again,
Martin and Don

Hello Noreen,

I wanted to let you know how pleased Mary and I are with the work you did as part of our cottage renovation.

We were impressed with the friendly, thorough and precise work done by Gaetan and his crew on the day the templates were created.  We returned to the cottage three weeks later and the installation looked fantastic.  The large irregular shaped island counter top looks exactly as we had hoped and the other counter top looks great against our new farm sink and appliances. The other work you did in our second bathroom was equally pleasing and we have received several compliments on all of your work from early visitors.

Thank you again for a job VERY WELL DONE.

Regards,
Mary and Drew Davis