I have known of and seen headstones that were etched by talented people who do this for a living and on the side. They own their own tools/equipment to do the work. Sort of like a person who does great body work and paint for a company. They sometimes set up a garage to do a side job from time to time. Lots of freelancers in several fields available if you search. Not trying to take away from legit companies that do this type of work, but everything comes in generic form this day and time. And to be honest, if you allow them the necessary time to do the work; it seems as though the work comes out better as well. I agree, shop around for other company/person.