TL;DR - Beautiful work quality, good value, but a little unprofessional
Positives: Starting off, I'd like to say that Brian did a phenomenal job with the carpet installation. It included 3 large rooms each with closets and a hallway, and he did a beautiful job all by himself in 2.5 days. He arrived at our house exactly when he said he would each day and worked long hours to make sure he got the job done in our short time frame. His work quality is excellent and is a good value as well.
While I couldn't say better things about the work, I do feel it is important to give a thorough and honest review including both positives and negatives. Some of the comments below aren't extreme "negatives" per se, just little things to mention for the purpose of other people reading reviews.
To preface this, there was a little issue that occurred right at the beginning that is worth explaining: my father-in-law (who sells carpet for a living) delivered the carpet to us all already cut to size, and carried it up the stairs to place the pieces in the appropriate rooms. He was trying to be helpful and didn't know that Brian had plans to take up the pieces one by one as he installed them. Brian was unhappy about this because he said that the carpet rolls would be in his way since they were already all upstairs. This was understandable, obviously nobody wants someone interfering with their work. Not sure if this had an impact on the course of his work or not, but I just wanted to include it for completeness.
Negatives: In my opinion as someone also in the customer service business, Brian was a little lacking in professionalism. During the installation we could hear him saying/yelling profanities and other exclamations of frustration as he was working. As adults, it wasn't really bothersome because we can understand how frustration and hard work sometimes gets the best of us, but this would have been very inappropriate in a household with children. The same occurred when he first saw that all of the carpet was already upstairs, to which he openly said "Pain in my ass." Yes, it was intrusive to his work, but this was not a professional response to the situation at all. Additionally, his clean-up wasn't very good; in moving the doors around to install the carpet he left several very obvious dirty hand prints that we had to go around and wipe off. He also left extra pieces of tack strip with the tacks facing up in a bathroom, and my husband ended up stepping on one (he left the tack strips on purpose because the bathroom has to be finished at a later date, but it would have been better if they were left somewhere more out of the way or if he would have warned us that they were on the floor).
Other comments (neither negative or positive): For some reason Brian didn't have his work truck with him that day and wasn't able to take away the huge bags of trash at the end. He offered to come back and get them the next day though. Also, his response to messages while planning the job was pretty slow (maybe a day between texts). Not a huge deal to me though because people have lives. Last, he did leave some scratches and marks on our newly painted walls; I think this is to be expected during carpet installation though.