I have some marks on my dashboard where a panel needed to come off to fix the AC controls. Unfortunately some parts do break when you remove them. Sometimes a dealer might work on a particular car more freqently and the techs are more familiar with just how much force works and how much is too much.
I think most shops try to keep customers happy, but sometimes stuff does break. I think you might need to talk to the shop owner. Try to be reasonable and hopefully you can be satisfied.