I think we all agree that there shouldn't be any further requirements other than MGL. In the case of your son, it's clear to me that the PD in question doesn't know the gun laws, which unfortunately is super common, because the majority f the rank and file don't deal with them on a regular basis, kudos to your son for pointing it out.
I think if there was a blanket policy for issuing non ALP only in any town, yes, there would be cause for court action.
in the case of the OP however, totally different story. He went into the PD with his female friend, to help her, or assist her, or whatever he'd like to call it. After getting her application, and instructions, ( which he said were ordinary aside from the 3 letter requirement) , OP decided to question the Sgt on why this and why that. My guess, and it's just a guess, is that he was trying to show off a bit for his female friend. The Sgt in question answered OPs questions, and ultimately shooed him along with the " is there anything else I can do for you sir" routine. OP apparently became buttsad over this and felt he should call the supervisor. Most likely, Had the OP kept quiet, his female friend wouldn't now think it's such a big deal to go thru the process of getting her LTC. I blame him for that.
Im all for jumping on board when the videos of LE are on here eating kittens, killing homeless people, and bashing harp seals. But this is ridonculous . My guess is that the OP and his friend are under the age of 30, and always got trophies, even if they sucked.