August 4 – Drop-off and Initial Estimate
On Monday, August 4, 2025, we expected a straightforward service: inspect and repair the brakes. While dropping the car off, they reviewed the service history and I agreed to let them change the coolant, differential fluid, and perform a transmission fluid drain-and-fill.
We scheduled service for the following day and left the car with a loaner vehicle. The service estimate covered coolant, CVT transmission fluid, and general brake work. The dealer said they would inspect the brakes further and call back with details.
August 5 – The Bill Grows by $2,300
The call came the next day. Ertle told us that the transmission service, intake cleaning, differentials, throttle body cleaning, and other maintenance items — totaling over $1,500 — had already been completed. We technically agreed to this work, but they didn’t disclose the full scope of the brake repairs until after all that additional work was already done.
At this point, the brakes themselves were said to need:
- Front rotors and pads (calipers “okay”)
- Rear rotors, pads, and calipers
- Rear differential drain plug repair (tap & drill)
- Ball joint replacement
- Valve stem replacement
- Two bulbs
This basically doubled the size of the job. From this point forward, nearly all of Ertle’s time with the vehicle was spent trying — and failing — to get the brakes right.
Timeline of Events
- Aug 6 – Ertle called: the car needed a brake hose, part ordered.
- Aug 7 – Car ready for pickup after alignment and road test. We were told the rear calipers had been replaced, but the fronts were “fine.”
- Aug 14 – Returned vehicle due to a soft brake pedal. Loaner provided.
- Aug 15 – Ertle acknowledged the issue, checked the brakes again. Said the master cylinder was okay and the front calipers were rusty.
- Aug 19 – Dealer replaced front calipers (despite earlier saying they were okay). Claimed no charge. Pedal still soft.
- Aug 20 – Dealer replaced the last remaining brake hose. By this point, all calipers, rotors, pads, and hoses were brand new, yet the brake pedal was still soft. The brake fluid was overfilled, the master cylinder reservoir was literally above the max fill line.
- Aug 25 – We brought the loaner back thinking the car was fixed. We asked if the brake hose replaced on 8/20 was leaking; they claimed it was not. (So why replace it?) The brake pedal was still soft. At first, Ertle claimed the soft pedal was “normal,” then backtracked after inspection.
- Service advisor Nick suggested the brake lines were “ready to fail,” which made them hesitant to replace the master cylinder, since full pressure could blow the lines.
- I asked why they sold us nearly $4,000 worth of service work to a car they were now calling unsafe junk.
- We inspected the underside of the car with a technician, CFO Bruce Morgan standing nearby smirking and trying to intimidate. No actual rust-through was found, only surface rust on suspension parts.
- The technician admitted they had bled the system multiple ways: with a power bleeder, then “old school” by hand. Neither produced a firm pedal. They still tried to pass it off as “good enough.”
- They finally agreed to replace the master cylinder at no charge.
- Further complicating the issue, Subaru of North America seems to have dropped the outback master cylinder from their parts catalog (26449FJ013), and are now telling people that the Impreza master cylinder (26449FJ072) is correct.
After Pickup
Even after the master cylinder replacement, the brake pedal remained spongy. When pressed further, Ertle Subaru essentially threw their hands in the air and admitted they could not fix it.
In writing, they stated that if we take the car somewhere else and another shop is able to get a firm pedal, Ertle Subaru will cover that bill themselves. This is a remarkable admission that they know the car is not right, yet they handed it back to us anyway.
At this point:
- All calipers, rotors, pads, hoses, and the master cylinder are brand new.
- The brake pedal is still dangerously soft, traveling to the floor.
- The dealership insists this is “acceptable” because the car technically stops.
Where Things Stand Now
- The state police (Trooper Bruce Balliet, Hazleton vehicle fraud division) are currently reviewing the case. We spoke by phone on August 28 and again on September 4. On September 4, Trooper Balliet also left a voicemail stating that we would “get together sooner than later.” All supporting details have since been provided to him by email.
- Our credit card company is currently reviewing the dispute for the nearly $4,000 charge.
- A civil suit will follow once the credit card review is complete.
Our Theory
This may be part of a larger pattern. If a dealer convinces customers their car is unsafe or “junk” after pouring thousands into it, the next logical step for many people is to trade it in on the spot.
We’re sharing our experience to ask: Have other Subaru owners had similar issues with Ertle Subaru in Stroudsburg? Please reach out to watchdog@monroecountypa.com with details.
