I am updating my review because after a few days Gary did call me back and explain the situation. Apparently the contractor that I was dealing with wasn't his employee but a contract employee that was doing a side job. Gary, nor the Countertop Center can be held responsible for this unprofessional behavior. However it is true that it took over a week for anyone from the Countertop center to return my phone calls, after repeated messages. Gary says that the people who actually use them leave the good reviews and the people who don't leave the bad ones. That might suggest treating your POTENTIAL customers a little differently than present. All the best.