We used this contractor based on a referral from our cabinetmaker, who said he would work with Deanna and her staff throughout the entire process. We understood this was a small job using a remnant piece but expected much better customer service than was received. A lack of communication and responsiveness was apparent from the very beginning of our experience. When their Decatur office didn't open when scheduled, we made two trips to Huntsville in November, first to view slabs and second to select and make our down payment. Face-to-face, Deanna and the office staff were fine. It was the lack of coordination and follow-up after that which irritated us. Our cabinet was installed on Mon Jan 20 and from our home the cabinetmaker called the Huntsville office; he was told they would call us back to schedule the template appointment. When we called back two days later, we were told a template maker would be there the next day but could not get a specific time. When he finally arrived, he apologized and explained he was just asked that morning to add our job to his schedule. He was great - very professional, knowledgeable, and thorough in his explanation of the work and the expected product. He explained the granite should be available for install in just a few days. Days later, still no contact so we called the office and got the hem-haw about needing to coordinate with Deanna. When I finally reached Deanna, she told us it would be almost three weeks before they could fit us into their install schedule. She said this delay was because some of her staff had been sick. The day prior to install we received a call about bad weather coming and we would be contacted if there would be a delay in the installation. Day of install - Tuesday Feb 11 finally arrives and guess what? Some snow! But no phone call or email from the office and no response from our messages for four days. Then a message was received, Friday morning, 9:30ish, but because we didn't respond within 20 mins of her phone call, we were told the installer would be at our home after he finished his next template job. So within the hour, we were home waiting and waited and waited. When the installer hadn't contacted us or arrived by 1:00ish, a phone call to the Decatur office resulted in the same hem-haw. Finally the installer called back to say he would be there shortly and that the install would take only about 20 minutes. Seriously? We had to wait almost three weeks for a 20 min install? Great service huh? Especially since not once were we offered an evening or Saturday appointment so readily advertised. The installer arrived and sure enough about 30 mins later, the vanity top was installed. We loved the selected stone and its fit although our new custom cabinet had to be cut to fit the sink - understandable - but the resulting mess wasn't cleaned up. Afterward we noticed the faucet holes were cut crookedly and a couple of scratches but more disturbing - a very rough repair on the sink lip hadn't been sanded down/polished. Of course within the hour the office promptly called because the installer had failed to get the remaining payment! So on Monday we called the office and explained that we wanted them back out to fix the repair and pick up the payment. The installer called us about an hour before he arrived on Tuesday, fixed the repair, and even caulked the stone for us. Template Maker & Installer service: B+ Office Coordination/Scheduling/Response: D- My take? If you are a small business who wants to stay in business, then your customer service needs to be great! It is amazing the rewards a small investment in communication will earn you. Inform & empower your office staff and return phone calls promptly. A simple follow up call goes a long way, especially if you want repeat customers.