Lisa Mullenberg

Luther Bloomington Acura Subaru responded

Mark.horgen, we strive for 100% satisfaction, and it is great to see you had such a positive experience at Bloomington Acura Subaru. We sincerely thank you for the positive review, and look forward to seeing you again soon!

Luther Bloomington Acura Subaru responded

Vincer, we really appreciate your great feedback and thank you so much for your positive comments about Aidan! He is an asset to our team! See you next time!

Luther Bloomington Acura Subaru responded

We are disappointed to learn of your experience here at Bloomington Subaru and we appreciate the email you sent on September 18th. However our response was very thorough and forthcoming. We will include our response email for your reference. We do apologize for the delayed refund, sometimes these can take some time with people out for health reasons. We are happy to see that your refund went through. RESPONSE EMAIL We really apologize that the service advisor who assisted you was not able to explain this better. The shop supply charge is not an erroneous charge at all and is a standard charge that 99% of all shops have, it is very common in this industry. We have many things that we use in the shop that we lump into this category for every car that comes though. For instance in your case we have to program your key to match the vehicle. This requires specialized equipment and software programs from the factory in which they charge us for monthly. Some other things would be solvents, cleaners, small quantities of fluids for top off, rags, the servicing of the parts-cleaning machine and maintaining other shop equipment, and the disposal of waste oil and other environmentally toxic materials Various Diagnostic tools. Diagnostic and programing equipment. Software programs for programming and updating Battery testers, jumper, brake lathes, various compressors, ac machine, press, vise, jacks, oil drains, caddy sect. This is all part of the shop that we bill out as a misc fee call shop supplies. Again I'm very sorry that he didn’t explain this better, I will be sure to extend some coaching so that if another customer asks he will be better prepared. As a matter of customer satisfaction I'm happy to reimburse you this fee on a one time basis. I'll have my service coordinator reach out to you to credit your visa. We appreciate you bringing this experience to our attention and giving us the opportunity to provide a detailed explanation.

Luther Bloomington Acura Subaru responded

We are sorry you felt frustrated with the process of getting your vehicle in and completed in a timely manner. We can certainly empathize with your situation. As stated in a letter to you, we agree the advisor should have contacted you earlier in the day to let you know he was having issues with being short staffed and getting the vehicle in. This could have been handled much more professionally. We apologize for the inconvenience it may have caused.

Luther Bloomington Acura Subaru responded

HI Amy, It was definitely not our intention to make you feel taken advantage of during your recent visit and I am very sorry for the miscommunication in regard to the determination of your brake rotors’ condition. I completely understand it must have been very frustrating to hear the technician say that he thinks the brake rotors may be able to be resurfaced to save you some money, after already being told by your advisor they would actually need replacement. The most accurate way to determine the brake rotors’ condition was the close observance upon removal of the brake caliper and brake pads. I had the opportunity to directly speak with the technician and watched his inspection video. Based on the preliminary visual condition of the brake rotors (when the brake caliper and brake pads were still mounted) they seemed like they were in somewhat acceptable condition to salvage with resurfacing based on some of the visible metal seen. He concurred that once they were dismounted he told the advisor he would not be able to save them. I acknowledge this could have been handled better and prevented on our end with concise communication from your advisor. He should have explained to you that in the video you would be receiving shortly states that the technician noted he thinks he can save the brake rotors, but later discovered he cannot resurface once they were removed and looked at further, observing there was a copius amount of rust encompassing them, then subsequently recommended replacement of the brake rotors. As one of the vital parts of the brake component system, brake rotors consistently work together with the brake pads, which squeeze onto the brake rotors each time you step on the brakes while driving. To ensure optimal stopping, it would definitely be important to have them in tip-top condition. Had we been able to resurface them we would have. If we did attempt to resurface the brake rotors in the condition they were actually in, they would have disintegrated upon contact with the high-powered resurfacing machine. Michael and the technician express they are very apologetic for how these chain of events made you feel and did not mean to give off this correction as an ‘up-sell’. This was not about selling you something you didn’t need, it was a safety concern and there was no way that we could have saved those brake rotors as they were in a terrible unsafe condition. Once you spoke to Michael and made him aware of what the technician stated in the video, he wanted to make sure he was fully transparent with you about this decision change and brought the brake rotor for you to inspect in the waiting room with additional explanation for why we were unable to resurface them. With safety in mind, it would have been a disservice to you if we did not maintain transparency to immediately bring this to your attention upon discovery. I do sincerely apologize if this situation upset you and made you feel uncomfortable.