I first called them about getting a permanent doggy door put in to my house. I spoke with the owner, he was very nice and straight forward with his pricing, he walked me through what the best option was for my dog and design for my house. I was given a window of 12-3 on a Saturday and I received a call from Eric, the installer, around 11 saying he was able to make it early to my appointment (when does that ever happen!?). When Eric arrived he was nice and very friendly with my dog, even spending a minute to play with him. It took maybe an hour to install the door in the wall, when I was originally quoted 2. Overall, my experience has been great with them and the product is quality. It just took a couple days for my dog to get used to the new door. I would highly recommend.