Scratched car, with a side of Attitude anyone?

Where to begin. The last 2 Services, my Kia Rio (Silver in colour) has come back scratched. The last time, I only realised a week later, so I decided I will have my insurance fix it. Add to this, they lost my service plan book (Replacement of which will cost R57.00, which is not expensive, but it's the principle).

I took my car in for another service this past Tuesday, went back there this morning to show more scratches, this time on my roof and spoiler. Also, the scratches ion the bonnet are now WORSE and more pronounced! The lady who had taken the car in on Tuesday said she doesn't check the roof, because she is too short, My response to this is that she should get a steppystool. The service manager (And I use his term loosely) acknowledged that the car is scratched, but said he doesn't have a solution for me, nor are they taking responsibility, as why would they scratch my car? It could have happened between Tuesday and this morning.

I look after this vehicle more than I look after my husband, and I take pride in my belongings. I would like someone from Head Office to contact me and assist me to rectify this and have my car fixed please.

I will NEVER take my car back to that place!!