Scratches on the Car

My husband took the car for a service on the 25th June 2015, over the weekend i noticed scratches on the car at the drivers side I called GM on Monday to report the incident, Chane said she will look at the pictures and call back, she didnt on Friday 3 July 2015 my husband called again and spoke to Chane who promised to call back still no response, on Monday 6 July 2015 my husband called again and spoke to the same Chane who said he can bring the car in the following day (mind you they not saying anything about checking the pictures anymore) Tuesday morning 7 July 2015 he took the car in and the manager Tony said he will request one of the guys to polish the car but he cannot be held liable as the car came after 2 weeks, Why polish the car if you not liable? Why not check your pictures as you suggested to check the condition of the car when it came and when it left your premises? The car was reported early about the scratches GM did not return the calls who is at fault? Am going to report this matter to the Ombudsman, this is not fair at all to bring a car for a service the next thing it comes back damaged