A successful repo is one where the owner is unaware of the recovery until after the fact.
I had agents who used to get the car “on the hook” and then door knock - ask for keys. I quit using them.
In fact - if I were the lender - I would be looking to the repo agency for the damages done to this vehicle after it was in their possession. It was on the hook, why didn’t the driver leave?
Basic fundamentals for repoing a car: Hook and leave. Drive 2 blocks away then hook up up chains and lights. The more time you spend on site - the riskier it becomes.
Once she got in the car, it was game over. He moves the truck and he opens the door for a list of serious offenses. Too many witnesses and a cop to boot, he'd be the one in cuffs.
And I agree, the excess damage is on his head. Once she got in the car he should have unhooked it and come back later.