I agree entirely but we really are only hearing the customers side..I have been in a similar situation where I first fixed a kitchen and extension and paid a friend (on the day) to lend a hand was told that the kitchen fitter had been delayed and they would get back to me when I was wanted to second fix.
I got no phone call at all for weeks so I repeatedly rang and rang (cus i'd had no money and paid out for materials and labour out of my own pocket) and finally went down there and waited for the owner to come home I confronted him and he told me that he'd tried to ring

rolleyes

and to come back the following week.
I went back with my mate and nobody was in!

I rang them and they apologised and asked for me to return next day(which I could'nt do) so when I explained that its unfair for me to be expected to work that way I was given abuse and told they would get back to me.
I gave up after a few more phone calls and put it down to experience (cost me around £200) but later I was speaking to a sparkie who finished my job

and he was told that I'd gone and first fixed took the full cost of the job and refused to go back

they had also told everyone to steer clear of me cus im a rip off merchant!!! this sparkie was angry cus he was sucked in to teir sob story and did it for peanuts
Some people! not ony got away with not paying me but also tried to ruin my reputation and ripped off someone else!
BTW I know its not the same but moral is that customers are not always the innocent parties