At least you were there and witnessed it happen, glad it is working out for you!
A co-worker took a call from the police about an accident that his car had been in (his car was at the shop for service). The service tech had rear-ended another car while doing a test drive. After he dealt with the PD, he called the dealer. He asked when his car would be ready for pick-up. They said um, well, you see; we had a bit of a problem....the mechanic dropped a wrench on the front bumper and chipped the paint, so we are doing a touch-up for you. Can you pick up the car tomorrow instead of today? He absolutely went ballistic on the guy (I don't blame him). It took an Attorney General complaint, a Corporate complaint and a lawsuit to finally settle the whole mess.