Kitchen Remodeling – Ed & Cindy O.
“My husband and I began searching for a designer & remodeling firm to do a kitchen and family room renovation back in January of this year. We had never had any major renovation done in our home and it was somewhat intimidating. We had considered two other companies when a friend referred me to her neighbor, who had recently used Normandy for her project. Meg spoke so highly of Normandy and her designer, Kathryn O’Donovan, that I decided to give Kathryn a call.
After an initial visit to our home, we met Kathryn in the Normandy showroom to review her preliminary designs. It was obvious after that meeting that Kathryn is a tremendously creative and talented designer who listened to our needs and “thought outside the box” to find a wonderful design option for our project. Although we were very impressed with her design, we had a few weeks of negotiating before we finally signed our contract. I’m sure these negotiations were frustrating to Kathryn, but she maintained the utmost professionalism and went the extra mile to help us reach our goal.
From that moment on, Kathryn led us through the design phase with expert skill and professionalism. She was unbelievably responsive – even following up with me late into the evening and on her days off. She was also there to guide and reassure me on all of our design choices, including coming to our home on short notice, when issues arose after demolition. I really never anticipated such a client focus when we selected Normandy. I’m relatively certain we would never have received this level of client support from the other firms we considered.
Never having done a major renovation before, we really didn’t know what to expect once the construction phase began. Again, we were very impressed when we met our superintendent, Eric Strons. He had a detailed knowledge of our project plan; a meticulous attention to detail; and high level of professionalism. He, as well, is tremendously talented, knowledgeable, and customer focused.
We encountered some construction challenges during the demolition phase and Eric immediately came up with solutions to make sure the design wasn’t compromised. He was at our house every day during the initial phase of the construction and provided me with daily, detailed updates on challenges, progress, and contractor schedules. He also went above and beyond on two specific instances – when our sump pump failed the day our floors were scheduled for staining and when we discovered a chipmunk in our house!
The day our sump pump failed, I called Eric at 6:30 am and he had a plumber at our house within a couple of hours so our flooring installer (not a Normandy contractor) was able to keep on schedule. The evening I discovered the chipmunk, I texted Eric about 7:00 pm to just make him aware and to ask him if he could have the demo crew try and keep the doors closed as much as possible. Much to my surprise, he arrived at our house within an hour trying to help us locate the chipmunk; definitely more than standard customer service.
Our project is now complete and we couldn’t be happier with our beautiful, new kitchen and family room – and our decision to choose Normandy Remodeling and all their associated staff and tradesmen. We never anticipated such quality and service, but Kathryn and Eric personally made us one of the 96% satisfied Normandy customers. I hope you can personally recognize and reward them for a job, above and beyond, well done.”