You have obviously run into uncommon issues that many others haven't.

I have never had problems with them replacing items under warranty.

Yes they have a depreciated value after a time with regards to how much they will replace before some replacement costs get added to the bill, but it still seems pretty fair/good compared to what we are used to in the consumer electronics business.

As for business practices, never had issues up here. I have read the occasional story from your side of the border and yes, I guess depending on where you are and who your rep might have been, there have been some odd ideas on how to do business.
But... overall as a product to use and support in our projects, Lutron lighting and shading have given us the least (barely any) issues with regards to installation, set up and service. Making it the most reliable part of any of our projects. Considering it gets used more than anything else we install, that's a good thing.