Service Manager Jeff Sterry spends next to nothing to repair damages that customers say his shop caused to their cars. That's because, despite the customers' claims, his shop typically didn't damage the cars.
And he can prove it.
"People would say we damaged their car, and we'd say, 'If you don't mind, we have to check the camera for insurance purposes,'" said Sterry, service manager at BMW of Catonsville in Baltimore. "We'd find, about 90 percent of the time, the damage was already there when they brought the car in for service."
In 2012, BMW of Catonsville installed Eyewitness Surveillance's Service Lane System, an internal hidden camera system that monitors and records vehicle drop-off and delivery spots and other areas throughout the inside of the dealership.