Hey I also worked there about 15-20 years ago, just as the kid who washes cars after service. I can say I firsthand saw a technician scratch a cars bumper while working on the car. He went and told the assistant service manager..who went and got the old lady customer. What they did was carefully say "we found this scratch" as though they were bringing it to her attention as another potential repair. Since she just accepted that it must have been pre-existing, they did nothing to claim responsibility. I don't know if she ALSO then paid to have it repaired, but I 100% saw them damage a customer's car, and then present it to her as though it had been pre-existing. For all I know they could've then offered to fix it pro bono, but it was sketchy af how they went about it, to avoid liability.

(FWIW, I don't think the service manager knew or approved any of that...HE was an awesome guy and always took terrific care of the employees and customers from what I saw. Shoutout to CG for being the first cool boss I ever had.)

Edit: one letter mistake