Three main things: Dishonesty, overcharging and preferential treatment. A friend was told she needed a major part replacement on her machine and was advised to buy a new machine. I took it to my repair man (who owns my LQS) and he charged $40 because it just needed a lint - clean. He will always get my custom. He has reasonable prices compared to others. In some places, I have found that they tend to treat some customers with distain. Everyone should be treated equally as the dollar that comes from my purse buys the same amount as the one that comes from the PM or the Queen.