Absolutely! That is an example that should have been taken to small claims court. (Edit: If all else failed to rectify the problem. Legal action is last resort) Except that would require him to fly back up and take more of his valuable time. Did he get any compensation from the shop? Did they make any effort to make up for their mistake/dishonesty? Did he get anything in writing (email even) that the bike was ready to go before he flew back up? Did he sit down with the shop owner/manager to try to resolve the situation? Mistakes happen to everyone and sometimes they have terrible consequences. (the person on the phone thought it was done, the parts were to be installed that day but turned out to be the wrong parts, etc.) A good shop recognizes mistakes happen and will do all they can to make it right. That is customer service. A bad shop has no repeat customers... Recently I had an unacceptable situation (outside) full of mistakes and problems for something I had to pay the full amount in advance. I sent an email explaining the situation, why I felt it was not what I had paid for, and what I wanted them to do to make it right before I started posting everywhere about the terrible experience. I was called within the hour and asked if I would give them a day to get the information to the top management. I got another email that day asking if I could join a conference call with the top manager and vice president the next day at a time of my convenience. They called and were very professional and agreed that my situation should NEVER have happened and that it must never happen again to anyone. After listening to me detailing all the problem and then asking a few questions, they were very glad I had contacted them to tell them the situation. They asked if I would be willing to give them another chance in the future and asked if I would accept $500 of the $850 I had paid as a refund. I probably could have said no and told them I wanted more but I felt that was very fair and accepted it. After all, the job was done well, it was other factors that had been the problem. Factors they subcontracted out and thought was up to their requirements.