I am sure that when you bike long enough and frequent the LBS's enough, you are bound to have bad stories about each and every shop.
I normally would not speak out about any shop, but I was very unhappy with IMT the last time I had service for my bike. Due to this, I have never been back for bike service.
Just over a year ago, I got a bit squirrely coming down some down hill and broke the brake lever blade to the front brake.
I needed it to ride and nobody had one on hand in town. I spoke to IMT, and to my amazement, they were putting in an order that day and could have my part in a matter of a short couple of days. Everything was going great, I called them the day the order was supposed to be in, "yep, we got our deliveries today, come on in". Boy, was I disappointed when I made the trip down only to find out that they had forgotten to order my part. I was told that they could put in an express order if I wanted to pay the extra shipping.
Needless to say, I did not order it through IMT, I ordered it on-line for significantly less than the LBS. The major reason for me having them order the part is that it would save time and get me back on my bike quicker. At that point, paying 20% more at IMT was worth the price to have it sooner. I have had other smaller service issues with IMT before, but this one was the example that still sticks out to me. Small things like these are exactly why the LBS's lose more ground to on-line venders each day. We visit the shops for their service and expertise, and when that slips away, there is no reason for me to visit them over the last year and a half.