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Honestly, I think that you just need to show up. Shops do not always care about the BBB. The one I had my car at was once a reputable shop, but the father moved to Florida and let it with his crooked sons, who left my freshly painted 75 Carrera out in the elements with no glass. As such, they carried no insurance, and were obviously drinking/snorting their customers funds. They laughed at my attorney's letters, the police report, etc, so letter writing will only get you so far.
Take the day off from work. If you have a balance, bring payment, do everything in your power to make sure you can bring the car home. Bring a friend with you as well to assist in loading, so you don't have to depend upon them to help you.
I called and said I was coming monday to get my car, on a friday, have it ready. They didn't have it ready, but I took it anyhow. In your case, I would state "have it at this location with all parts concerned" and if they don't have them have it ready where it is. IMO, be prepared for some heartache, you will likely discover the reason they have been hiding it from you. It will feel good to have it back in your garage, and a reputable shop with a fresh outlook will help set new expectations. Good luck, keep us posted!
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