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These threads always make me so angry because it keeps happening and there's no accountablilty. I'm so picky about the shops I pick now and I will wait hours if I need to while the service is performed until I trust the shop.
Definitely need to get in contact with the general manager (not service manager). Tell them that you want to settle this like businessmen but you're prepared to approach (whatever local news outlet in your area does stories on scams) or if you need to the Attorney General's Consumer protection office. Tell them you want it repaired (by a third party shop).
My story: When my Jeep was 6 months old (early 2006) I took it for some body work. I drove up to check on it, the freakin' top was down. Took pictures, they tell me it's another Jeep and I said, okay show me the paperwork for the other Special Edition you coincidentally had in the shop. It was not at fault so there was no money from me; I ended up with a $250 gift card for Jeep service and parts at any dealership. They hadn't re-installed the emblems and decals they removed so I had them pack 'em up and I did it myself.
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