When Hoosiers get overcharged for any service, they'll likely complain until they get reimbursement or at least some perceived satisfaction.
Some folks are willing to forgo repayment of a few bucks, though they'll make their displeasure known.
But $60 million in overcharges can't be resolved with a simple apology.
The Indiana Bureau of Motor Vehicles overbilled Hoosiers more than $60 million from 2007 to 2013. Overcharges averaged more than $23,000 a day.
Two lawsuits are pending.
The agency is beginning to repay the overcharges. But the BMV, while avoiding anything incriminating, said this week that it had undercharged customers more than $140 million from 2006 to 2013.
While the undercharge is greater than the overcharge, the BMV's analysis is akin to saying that a customer may have paid too much for a hamburger but the restaurant didn't charge full price for the fries.
Such an explanation doesn't sit well with consumers who are just looking for fairness.
Even worse: former BMV Commissioner R. Scott Waddell and top officials knew for years that residents were being overcharged for driver's licenses and other fees. They didn't try to stop it until a class-action lawsuit popped up in 2013.
Gov. Mike Pence appointed a new commissioner last month. Again, is it comparable to naming a new manager at the store that overcharged customers?
Many Hoosiers are pleased that service lines have been reduced at BMV branches and the BMV's website is handy and accessible.
But even the best service has to be viewed in light of the costs and the way a manager reacts to crises.
The Bureau of Motor Vehicles needs a review, possibly by state or federal law agencies. It needs a consistent management style that caters first and foremost to the public it serves.