I disagree somewhat about the owner not to blame this is after reading what both have posted on the forums. And this is the only thing I can go by. But as a manager first thing I would have done is spoke to the two employees separately after it emerged that said video may or may not have been around to see what they both said happened. If they came clean about doing it then fair enough I'd have asked to view the video and for Ben to come along back to the garage so I take action to make sure I got the hard copy and do everything possible to help the customer with any issues as way of apologizing, and making sure he was 100% satisfied. As for the driver even after 15 years I think I'd need to sack him with the video or he has handed in his notice from what I've read. At least that way you've covered all angles.
On the chance they both deny it then I'd still have worked hard to make sure I get to see the video and repeated the above, and even taken my own time to go meet him to view the video. Passenger would have got a warning for lying I wouldn't do anymore than that as lets face it we cover for friends, and so we should do. Driver will always have been getting the P45 with the video, sorry just can't excuse that even now.
I know Tidgy has been on the firing line on just about every forum lol bless ya Tidgy
As for clinic they have a pretty big job now to rebuild Subarus community's confidence up, and I doubt it will be an easy job. As much as it would pain me if it was me I'd even be tempted to sort Ben's car out and get some pictures of him being happy and try get some good out of the shit storm that has taken place. But what happens next I guess time will tell.