new guy here, here's my two cents...
my '99 750 dark was refusing to start sometimes, and I got stranded in venice one night. I had the bike towed to BHD and they fixed it in under a week.
when I went to pick it up, there were 4 HUGE scratches on the side of the tank. (okay so they were all less than 3", BUT they were down to the metal!)
right away they blamed the tow driver. I figured sure, and called to ream the guy out. the tow driver actually came to my place of work, and re-hoisted the bike to show me how he did it. between his technique and the soft nylon straps, I believed there was no way he could have done the damage.
upon closer inspection of the tank, I could see that small fibers were imbedded in the scratches. they matched the color of the cover BHD had placed over the bike, while it was outside. Somebody must have tipped the bike next to mine over, nailing my tank with the other bikes bars, because the damage was done while it was covered. I only wish I had checked the cover more closely for rips - but I was too willing to believe the tow guy did it...
so, they didn't fess up to something I think they did. on the other hand, an earlier post mentions them admitting to scratching someone's rims... so it's tough to say.
altogether the guys are cool, and the repairs were solid. just something that no-one wants to happen to their toys.