I am a longarmer and I really dislike it when other longarmers do not take the care and time on quilts.
I treat all quilts like they are mine. I do the best work.
If the quilt has issues,I tell the quilter and then I try to make it perfect however some issues CAN NOT be quilted out.
On your friends problem...yes ask for the $$ back,rip out the stitches and find a LA that is going to give the quilt the quilting that it deserves...the best.
One poster made the comment on quilting being too dense. That depends on the quilt,how the quilter wants it quilted,is is going in a show,every day use,going on a wall and never ever used. Heirloom quilting and the list goes on.
Bottom line..it is up to the customer on how she wants it quilted. If a customer tells me to do what I want. I have to let it "TALK" to me before I even start quilting it. However I do know in advance if it will be a show quilt or an ever day quilt.