Sounds like you are on the right track in talking to the manager. If that doesn't get the desired result (they have the repair and repaint done to your satisfaction at no cost), I would suggest the following: 1. As soon as possible, write down who you spoke to, the time and day, and what was said. If talking on the phone, take notes during the discussion and keep them; they can be used as evidence later. If you have trouble reading your handwriting, type the notes ASAP. Hold onto the notes until the matter is settled. If you live in a state that allows taping conversations without both parties consent (do a google search), go to Radio Shack and get a small adapter for your phone that will let you tape the conversation. If you speak face to face, put a tape recorder in your pocket and see if it will record satisfactorily before you meet. Again, Radio Shack sells small mikes that may improve recording quality. 2. Find the name and address of the highest person in their organization and write them a CERTIFIED letter telling them what the shop did, that you spoke to the manager and what he/she said, that you have before and after pictures, what you would like them to do to make you whole, and that if you don't hear from them within two weeks after receipt of the letter you will file suit in small claims court and report them to the BBB. While it has nothing directly to do with what they did, you may wish to mention that their inadequate repair and coverup has denied you the use and enjoyment of your motorcycle, and the longer the repairs take, the less you will be able to ride it this year. The certified letter can be used to demonstrate to the court that you attempted to resolve the matter without legal action but were unsuccessful. 3. Follow through with small claims court and the BBB. Most courts require a filing fee, but if you prevail, the other party has to pay your filing fee if you win (and it sounds like you've got a very good case). Have at least two copies of the notes, pictures, letter, etc. when you go to file the claim. One for the court, and one for the court to send to the defendant. It would be helpful and might save you $ if you got them notarized as true copies of the originals before you file. Call the court and find out what, if anything, they charge to make certified copies and if they will accept notarized copies as evidence. Around here, banks notarize things for their customers for free. You want to hang onto the originals so they don't get lost.
If nothing else, the letter will get their attention. If they call after getting the letter and want to compromise (have you pay for fixing part of their screw up), again, take notes or tape the conversation, and be prepared in advance as to what your response will be. Personally, I think they need to do it at no cost to you, but that's for you to decide. Be polite in all your communication with them, and don't take the attitude that you are a small fish in the pond. Let them know you just want reasonable treatment, nothing more and certainly nothing less.
I'm keepin' all the left over parts. I'm gonna use 'em to build another bike!
1989 VN750 acquired December, 2008, 6,711 miles
Currently 23,298 miles
2001 Honda CMX250 Rebel acquired July, 2008
1987 VN750 project bike, acquired August, 2009, 33,000 miles and balancer sticking out of the case, currently awaiting attention and parts