Again, not defending them, just trying to lay out what are or should be reasonable expectations and why we don't always get what we think we should get. I also very well know how one tiny mistake can sour the entire relationship.
I had a client that I built a very nice 98 TJ for over the course of a couple years. Lift, steering install, Atlas install, custom belly skid, lots of work. He wrecked it and we moved all the good parts over to a new rig and built it all in one shot. He was back in for some work that required us to lift the body. My helper threaded in the front body mount under the grill but didn't tighten it as he should have. Client whips back into the driveway after the test drive and the lower half of the body mount fell off. He was pissed, accused us of not doing anything else right, said he no longer trusted our work, and from that point forward, he was nothing but a contentious asshole about everything including calling me a thief.
I built two highly capable mechanically flawless trouble free rigs for him over the course of 5 years that he wheeled the shit out of. One tiny mistake that should never have happened ruined all of that so I well understand perception and expectation.