The loyalty market is unpredictable and has caused in part, the CCAA process, Futura's management is correct:
From a blog on the AKR website.
Auto service opportunities are declining and so is revenue.
Let’s face it, the OEM’s are building great products, which means we get them in less frequently for warranty work. Added to that is the fact that scheduled maintenance cycles are now a third of what they use to be, with a huge increase in independent and aftermarket competition just down the block. To top it all off, customers think it’s more expensive and more difficult to get into the new car service department.
This target market is the least loyal of any group of consumers in any retail sector.