I had similar difficulties, gave up on the lab. They can fould up a ball bearing, not to mention scratching film etc. I would suggest you first develop it yourself, not a too big problem, with daylight tanks. Once you know how to get good negatives, then take it to the lab to print, and if they don't give good results, either make em do it over or switch labs. There are some pro labs like Dalmation that are good, don't know the $$.
Second possibility- develop the film yourself, get a cheap scanner or have it scanned on a flatbed, then print digitally.

B/w is fun but it requires a long learning curve, IMHO.: