As a fellow BBR200 owner, I’m sorry to hear of your troubles with BBR.
Just my opinion, but whenever I get that feeling, I take that as the moment to cut my losses and try someone else. Especially if once collected, its up to them to make their own and final judgement as to if its their responsibility or yours to pay for recovery and investigation…
My own experience of them was deflating given the apparent hype behind BBR - I bought my car from them which was generally ok, but then I used their springs & dampers, and within a year & a half the rears had sagged to an unusable point.
Regards service, I’ve had a couple of other niggles which again, felt like an inconvenience to them rather than an opportunity to build a good customer relationship, I’ve never had really bad service per se, but I’ve never really felt valued as a customer either.
Whatever you choose to do, best of luck for a positive outcome!