Southeastern September 2016 Issue by Autobody News

Southeastern Sooutheastern Edition E Ed d i t i on Florida Georgia Alabama Mississippi Virginia

West Virginia Tennessee North Carolina South Carolina

YEARS

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ASA and the Auto Alliance Host Third Technology and Telematics Forum at NACE | CARS

Wayne Weikel, left, senior director of State Government Affairs for The Alliance of Automobile Manufacturers, and Donny Seyfer, AAM, right, welcomed approximately 200 attendees to the Technology and Telematics Forum

On August 12, the Automotive Service Association (ASA) and the Alliance of Automobile Manufacturers (The Alliance) hosted the third Technology and Telematics Forum (TTF) as part of the NACE | CARS Expo in Anaheim, CA. Telematics refers to the connected car and, eventually, the autonomous vehicle that’s not far away. From the software used in instrumentation, backup sensors, adaptive cruise control, cameras and sophisticated wireless communications systems to tomorrow’s driverless vehicles, telem-

See Post-Repair Inspections, Page 16

P.O. BOX 1516, CARLSBAD, CA 92018

Leaders in the collision repair industry met to discuss the merits of post-repair inspections (PRI) in a June Verifacts Guild 21 Webinar that exposed troubling evidence for the industry. Kristen Felder, founder and CEO of Collision Hub, shared the findings of a year-long study involving 30 reinspections that took a closer look at quality control practices. Although she acknowledged the study was far from “scientific,” she stated that she found numerous flaws

in repairs within this small sample of vehicles. “I didn’t see what I was expecting to see,” Felder said. The former technician stated she assumed minor damage or relatively inconsequential faults would be found during the postrepair inspections, but was unprepared for the seriousness of the results. These ranged from poor welding to completely neglected repairs, she said. “The problems we found were significant and severe,” she said. “They were things that needed to be addressed immediately and the customers re-

Change Service Requested

by Autobody News Staff and Contributing Writers

AGRR Companies Assess Damage from Louisiana Floods, State Farm Comments on Flooding by Jenna Reed, glassBYTES.com

Eleven are dead and more than 40,000 homes have been affected by the heavy deluge of rain and floods in Baton Rouge, LA, that began August 12. Some AGRR companies are just

See Telematics Forum, Page 22

What is the Role of Post-Repair Inspections in Your Shop?

VOL. 7 ISSUE 7 SEPTEMBER 2016

now getting back up and running while others were luckily enough to escape the water’s wrath. “We’ve been closed since Friday [August 12],” says Kristen Miles,

owner of a Clear View Auto Glass in Baton Rouge, La. “We’re all right, but our home office got flooded. We probably won’t be able to get back into the house until Monday [August 15].” Janet Mosley of Baker, La.based Baker Glass Works was putting in an application to FEMA on the morning of August 17. “We’re basically hanging on by a thread,” she says. Baker Glass Works is open, but many of the company’s employees are stuck at home due to the floods. Mosley also believes her area glass suppliers have been significantly affected by warehouse flooding. “I haven’t been able to get in contact with them in the last two See Louisiana Floods, Page 10

CIC Presentation Highlights Issues that Pre- and Post-Repair Scans Raise for the Industry

ber Fred Iantorno said. “It’s just that there’s a need in the marketplace for A Collision Industry Conference (CIC) that.” committee charged with looking at With that in mind, the commitemerging technology in the industry tee’s presentation focused on the quesargues that more guidelines and contions related to scanning that it hopes sensus is needed within the to bring automakers, insurindustry on when pre- and ers, tool-makers and collision post-repair scans are necesrepairers together to address. sary, and over fair compensaRozint noted, for example, tion for that work. that in-house scanning by “I don’t think it’s necescollision repair shops could sarily correct to say every rehave the least impact on cycle pair needs to be scanned time and repair costs, yet Jack Rozint before or after, and it’s cershops report more difficulty tainly not correct to say that only 1-in- in getting paid for in-house scans than 10 cars needs to be scanned,” com- those that are sublet to dealerships or mittee chairman Jack Rozint said at outside vendors. the CIC in Anaheim, Calif., in August. The costs related to scanning are “It’s definitely somewhere in between real, Rozint noted. Buying OEM scan there.” tools for just the Top 10 nameplates “It’s not that this body is going to would cost a shop more than $100,000, set those guidelines,” committee memSee CIC Focus on Scans, Page 56 by John Yoswick

Presorted Standard US Postage PAID San Bernardino, CA Permit #2244

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Contents

COLUMNISTS Attanasio - How Do You Get the Customer from the Street to the Shop? . . . . . . . . 48 Attanasio - NABC Gives Away Five Vehicles at NACE | CARS Conference & Expo . . 44 Attanasio - Writing Estimates By Day and Rocking it All Night Long . . . . . . . . . . . 32 Luehr - The Successful CEO . . . . . . . . . . 14 Phillips - Hard Work, Dedication and a Passion for Collision Repair Help Female Student in SkillsUSA Contest . . 42 Phillips - Improving Its Processes Every Day Helps Kansas Shop Stay Accountable to Customers. . . . . . . . . . . . . . . . . . . . 30 NATIONAL “Counting Cars” Renewed for 6th Season on ‘History’, Matrix Auto Finishes Sponsors. . . . . . . . . . . . . . . . . . . . . . . 15 3rd YANG AAPEX Program . . . . . . . . . . . 54 ABRA Fights MN Labor Shortage With $2,500 Bounty. . . . . . . . . . . . . . . . . . . 21 Advance Measurement Systems Introduces SPECTRE™ . . . . . . . . . . . . 68 ASA Hosts Webinar on Telematics Policy. . 27 ASA, Automotive Parts Services Group Announce Partnership . . . . . . . . 27 ASA-OH Networking Event Also Provides Legislative and Air Quality Updates. . . . 34 Assured Performance and TenPoint Complete Announce Advanced and Customized CSI Services for OEM Certified Collision Care Providers . . . . . 68 Auto Body Fumes a Frequent Complaint

of our commitment to meeting changing consumer demands.” With the introduction of Rideshare Insurance Coverage in Michigan, Farmers is now offering this innovative coverage in 26 states. The new Farmers Rideshare Insurance Coverage can provide Farmers customers coverage when a driver turns on the ride-hailing application and during the time the driver is awaiting a match. The Farmers Rideshare Insurance Coverage will extend a driver’s Farmers auto insurance coverage until they accept a ride, at which point their TNC affiliate’s commercial insurance coverage would apply.

Publisher & Editor: Jeremy Hayhurst General Manager: Barbara Davies Online Editor and Copywriter: Deana Cacus Contributing Writers: Tom Franklin, John Yoswick, Janet Chaney, Toby Chess, David Brown, Rich Evans, Ed Attanasio, Chasidy Sisk, David Luehr, Stacey Phillips, Victoria Antonelli Advertising Sales: Joe Momber, Sean Hartman, Bill Doyle, Norman Morano (800) 699-8251 Office Manager: Louise Tedesco Content/Social Media Specialist: Cass Heckel Art Director: Rodolfo Garcia

Serving Florida, Georgia, Alabama, Mississippi, Virginia, West Virginia, Tennessee, North Carolina, South Carolina and adjacent metro areas. Autobody News is a monthly publication for the autobody industry. Permission to reproduce in any form the material published in Autobody News must be obtained in writing from the publisher. ©2016 Adamantine Media LLC.

Abaris Training Resources, Inc. . . . 16 ALLDATA . . . . . . . . . . . . . . . . . . . . . 10 Anest Iwata USA, Inc. . . . . . . . . . . . . 5 Audi of Charlotte . . . . . . . . . . . . . . . . 4 Audi Wholesale Parts Dealers . . 40-41 Axalta Coating Services . . . . . . . . . . 2 Blackburn OEM Wheel Solutions . . 33 BMW Wholesale Parts Dealers . . . . 67 Car-Part.com . . . . . . . . . . . . . . . . . . 12 CarcoonAmerica Airflow Systems . 54 Certified Automotive Parts Association (CAPA). . . . . . . . . . . 47 ChemSpec USA, LLC . . . . . . . . . . . 18 Chief Automotive. . . . . . . . . . . . . . . 17 Classifieds. . . . . . . . . . . . . . . . . . . . 70 Coggin Deland Honda . . . . . . . . . . 21 Diamond Standard Parts . . . . . . . . 57 Dominion Sure Seal, Ltd. . . . . . . . . 27 Eckler’s Automotive . . . . . . . . . . . . 29 Eco Repair Systems of North America, LLC. . . . . . . . . . . . . . . . 45 ECS Automotive Concepts . . . . . . . 18 EMM . . . . . . . . . . . . . . . . . . . . . . . . 23 Equalizer Industries, Inc . . . . . . . . . 50 Everett Chevrolet-Buick-GMCadillac . . . . . . . . . . . . . . . . . . . 58 FBS Distribution Co., Inc. . . . . . . . . 15 Ford Wholesale Parts Dealers . . . . 62 GM Wholesale Parts Dealers . . . . . 65 Gus Machado Ford . . . . . . . . . . . . . 28 Hendrick Automotive Group . . . . . . 19 Hendrick Automotive Group of Charleston. . . . . . . . . . . . . . . . . . 72 Hendrick BMW/MINI . . . . . . . . . . . . 59 Hendrick Dodge . . . . . . . . . . . . . . . 32 Hendrick Kia Cary . . . . . . . . . . . . . . . 9 Hendrick Kia Concord . . . . . . . . . . . 9 Herkules Equipment Corporation. . 22 Honda-Acura Wholesale Parts Dealers. . . . . . . . . . . . . . . 35, 36-37 Hyundai Motor America . . . . . . . . . . 6 Hyundai Wholesale Parts Dealers. . 60

Jim Cogdill Chrysler-Dodge-JeepRam . . . . . . . . . . . . . . . . . . . . . . . 22 Jon Hall Chevrolet . . . . . . . . . . . . . 52 Kernersville Chrysler-DodgeJeep-Ram . . . . . . . . . . . . . . . . . . 31 Kia Motors Wholesale Parts Dealers. 61 Killer Tools & Equipment. . . . . . . . . . 7 Lexus Wholesale Parts Dealers . . . 68 Lusid Technologies . . . . . . . . . . . . . 53 Mazda Wholesale Parts Dealers . . . 66 Mercedes-Benz . . . . . . . . . . . . . . . . 25 Mercedes-Benz Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 56 MINI Wholesale Parts Dealers . . . . 67 MOPAR Wholesale Parts Dealers . . 43 Nissan of Richmond . . . . . . . . . . . . 24 O’Brien Hyundai-Subaru-Mazda . . 63 Polyvance . . . . . . . . . . . . . . . . . . . . 20 Porsche Wholesale Parts Dealers . 64 Preval . . . . . . . . . . . . . . . . . . . . . . . 71 Priority Automotive Group . . . . . . . 51 ProLine Tool & Supply . . . . . . . . . . 38 Radley Chevrolet. . . . . . . . . . . . . . . 48 Rick Hendrick Chevrolet Naples. . . 34 Rick Hendrick Dodge-ChryslerJeep-Ram. . . . . . . . . . . . . . . . . . . 14 Riverside Ford-Lincoln . . . . . . . . . . 46 Safety Regulation Strategies . . . . . 30 SATA Dan-Am Company . . . . . . . . 13 SEMA Trade Show . . . . . . . . . . . . . 49 Sorbothane . . . . . . . . . . . . . . . . . . . 12 Southside Kia . . . . . . . . . . . . . . . . . 55 Spartanburg Chrysler-DodgeJeep-Ram . . . . . . . . . . . . . . . . . . . 8 Subaru Wholesale Parts Dealers . . 69 Tameron Hyundai . . . . . . . . . . . . . . 42 U-POL US . . . . . . . . . . . . . . . . . . . . 44 Unicure Spraybooths . . . . . . . . . . . 26 Valspar Automotive . . . . . . . . . . . . . 11 Vibac Group . . . . . . . . . . . . . . . . . . 39 Volkswagen Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 66

Southeast

in San Diego [Consumer Article] . . . . . 38 Autologic Demos Diagnostic Solution at NACE, Wins Three Stevie Awards . . . 55 Automobile Anti-Counterfeiting Coalition “Put the Brakes on Fakes” . . . . . . . . . . 18 BASF Accepting Entries for 2nd Annual Glasurit Best Paint Award. . . . . . . . . . . 64 BASF Boosts R&D in Asia Pacific for Automotive Coatings . . . . . . . . . . . . . . 64 Caliber Collision Teammates Rally Nationwide, Donate Record 3.1 Million Meals for 37 Food Banks . . . . . 67 Car Care Professionals Network Releases Recommended Sales Contact and Communication Best Practices. . . . . . . 63 Car-O-Liner Hosts Damage Analysis Course at NACE . . . . . . . . . . . . . . . . . . 50 Car-O-Liner® Hires Frank Ponte as Key Accounts Manager . . . . . . . . . . . . 51 CARSTAR Appoints Sam Freeman as Vice President of Franchise Development. . . 63 Chief® Introduces Chief University Training Voucher Program . . . . . . . . . . 58 Chief® Joins National Truck & Heavy Equipment Claims Council . . . . . . . . . . 68 CIC Presentation Highlights Issues that Pre- and Post-Repair Scans Raise for the Industry . . . . . . . . . . . . . . . . . . . 1 Collision Repair Industry Snapshot Survey Launched. . . . . . . . . . . . . . . . . . 8 Copart Joins NABC as Top Level Diamond Member . . . . . . . . . . . . . . . . 62 CREF and I-CAR’s Cars, Careers & Celebrities Expo . . . . . . . . . . . . . . . . . 6 Farmers® Offering Rideshare Insurance for Ride-Hailing Drivers in MI, IA, and IN . . . 3 General Motors Dealer Equipment Program Approves Global Finishing Solutions’ REVO Accelerated Curing Systems. . . . 66 Glassware Fundraiser to Benefit NABC . . . 67 I-CAR® Launches Vehicle and Technology Specific Training™. . . . . . . . . . . . . . . . 66 MCC Student Alicia Grauberger Earns 4th at SkilsUSA . . . . . . . . . . . . . . . . . . 10 Mitchell Issues Third Quarter 2016 Industry Trends Report . . . . . . . . . . . . 59 NACE | CARS Expo . . . . . . . . . . . . . . . . . 52 National Auto Body Council Opens Nominations for 2017 Board of Directors . . . . . . . . . . . . . . . . . . . . . 59 OnSource Launches InstantInspection.com . 54 Pokémon Go and Car Accidents. . . . . . . . 62 PPG Shines at the Goodguys Nationals . . 46 Sales Manager for FinishMaster Once Painted Air Force One. . . . . . . . . . . . . . 26 Sherwin-Williams Receives Approval from Volkswagen Group in North America, South America and Asia Pacific . . . . . . 60 Snap-on to Provide Integration for i3 Brands’ Extended Warranty Coverage for Genuine OEM Automotive Parts . . . . . . 64 The Unexpected Results of Creating a ‘Safe’ Culture . . . . . . . . . . . . . . . . . . 34 Toyota On Scanning for Electrical System Faults . . . . . . . . . . . . . . . . . . . . . . . . . 60 YANG@AAPEX Program Announced . . . . 58

Farmers Insurance® has announced the introduction of its new Rideshare Insurance Coverage, which is designed to make Rideshare Insurance Coverage options available for ridehailing drivers in Michigan. Farmers® has developed this innovative Rideshare Insurance Coverage to offer Michigan ride-hail drivers coverage options as part of their Farmers personal auto insurance policies,” said Mariel Devesa, head of product innovation for Farmers Insurance. “We recognize that consumer needs are continuing to evolve and our ability to provide this important coverage to customers is a further demonstration

Indexof Advertisers

REGIONAL AGRR Companies Assess Damage from Louisiana Floods, State Farm Comments on Flooding . . . . . . . . . . . . . . . . . . . . . . 1 Allapattah, FL, Auto Repair Site, Slated for a Boutique, Sells for $1.4M . . . . . . . . . . 6 Arson Suspected In Georgia Body Shop Fire . 4 Body Shop Owner in GA Has Lifelong Love Affair with Cars . . . . . . . . . . . . . . . 4 Clearfield, VA, Shop Owner Charged with Deceptive Business Practices. . . . . . . . 31 Florida Judge Dismisses All Utah Shops’ Claims Against Insurance Companies Except for “Steering” Claim . . . . . . . . . 12 Georgia Collision Industry Association Upcoming Events. . . . . . . . . . . . . . . . . . 9 Gerber Collision & Glass Opens Repair Location in Florida . . . . . . . . . . . . . . . . . 4 Overall Parts Solutions(OPS) Partners With Southeast Toyota Distributors To Deploy Next Generation Parts Procurement System . . . . . . . . . . . . . . . . . . . . . . . . . 8 Sisk - AAAS Handles Business and Promotes Education at Annual Conference. . . . . . 28 Sisk - NCACAR Gains Momentum with July Meeting . . . . . . . . . . . . . . . . . . . . 24 Southtowne Dealerships to Repurchase Vehicles and Pay $95K for Failing to Comply with GA Lemon Law . . . . . . . . . 6 Summer Fun and Industry Info for IGONC’s Triangle Chapter. . . . . . . . . . . . . . . . . . 22

Farmers® Offering Rideshare Insurance for Ride-Hailing Drivers in MI, IA, and IN

Autobody News Box 1516, Carlsbad, CA 92018; (800) 699-8251 (760) 603-3229 Fax www.autobodynews.com Email: news@autobodynews.com

www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 3

Body Shop Owner in GA Has Lifelong Love Affair with Cars by Joe Earle, Reporter Newspapers

Lisa Dombrowsky likes cars. She has since she was a teenager. “I’ve been in this business since I was 17,” said Dombrowsky, the owner of Dent Wizard on Peachtree Industrial Boulevard, who’s 46 and has kids of her own now. “I started selling cars… I wanted a brand-new 300 ZX and the only way to buy myself a car was to go to work. I worked long enough to get that car.” She lived in Miami then. Originally a Jersey girl, she moved to south Florida with her family at age 14, she said. She got her first job at 15, working in a restaurant. She’s worked different jobs through the years, but kept coming back to ones that had something to do with cars. “I’ve just always been into cars,” she said. “I love ’em. I love the feel of a nice car. I love the way a car looks. There’s nothing better than having a kick-ass car that you’re one with. You can just drive.” After she earned enough money to buy that first 300 ZX, she went into auto insurance, she said. Through the years, she worked with a car detailing company and for a mobile body shop supervising the guys who removed dents

from banged-up fenders. “I started with two trucks, and within a year, I have 12 trucks on the road, and 24 guys and 39 dealerships served,” she said.

Lisa Dombrowsky. Credit: Reporter Newspapers

When she met her husband-to-be, a neighbor in her apartment complex named Scott, he was in the dent-fixing business, too. “We lived in the same complex,” she recalls. “He lived downstairs with his little frou-frou Pomeranian and I lived upstairs with my two kids.” They relocated to Atlanta and, in 2010, went into business running the car dent repair shop at 5717 Peachtree Industrial Highway in Chamblee. Scott, who had worked for years with Dent Wizard, knew the repair side of the busi-

Arson Suspected In Georgia Body Shop Fire by Larry Stanford, Rockdale Citizen

Investigators from the Rockdale Sheriff’s Office and Rockdale Fire and Rescue are looking into a possible arson fire that seriously damaged Classic Concepts Collision and Restoration on Old Covington Highway early Monday, July 25. According to a report from the Sheriff’s Office, deputies responded

Credit: Larry Stanford

to a fire call at the location about 2:07 a.m. When the first deputy arrived, he found the metal frame building fully engulfed in flames. Old Covington Road and Lake Capri Road were shut down to allow fire services access to the building. The owner of Pawn Depot, located across Old Covington Highway from Classic Concepts, notified 911 that their surveillance video had captured a vehicle leaving the area quickly after an explosion

took place at the front door of Classic Concepts. The collision repair shop is owned by brothers Sidney and David Pirtle. They have been in business there for three years. Sidney Pirtle said they feel the fire was intentional. “We feel like someone did this,” Pirtle said. “We think they threw one of those (Molotov) cocktail things through the front office, and it took out everything.” The fire completely destroyed the office area, and the garage area sustained heavy fire, smoke and water damage. Pirtle estimated the fire did more than $500,000 damage to the building and its contents. Fortunately, the business is insured. Of the 20 vehicles they had inside the building, only one was lost to the fire. Monday afternoon, the Pirtle brothers and their employees removed the remains of the burned car from the building and began moving the other vehicles and the equipment they could salvage to another location nearby. They said they hoped to have the damaged building repaired and back open as soon as possible. Anyone with information about the fire is asked to call the Rockdale County Sheriff’s Office at 770-2788000. We thank Rockdale Citizen for reprint permission.

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ness, Dombrowsky said. “I’m the one who knew the business side,” she said. “He knew nothing about the business side. He had the skill of paintless dent repair,” which she described as a method of fixing dents in car fenders by using tools on the inside and outside of fenders to push out the dent. Getting settled in metro Atlanta wasn’t easy at first, she said. “I hated it here,” she said. Then, in 2012, Scott died from an aneurism in his brain. Lisa suddenly had to take over the business, called Unique Auto Appearance, and run it by herself. “Solo,” she said. It hasn’t been easy. She said other business owners think they can take advantage of her simply because she’s a woman owner in a male-dominated business. She hired her own staff and still operates her business from the repair shop located among the cluster of car dealers on Peachtree Industrial. “It is a man’s world, but being in it since I was 17, I don’t look at it that way,” she said. “In Georgia it’s that way, but in Miami, it’s not. I take my business seriously. If something happens to somebody’s car, I fix it. I look at clients’ cars as if they’re my own cars.” We thank Reporter Newspapers for reprint permission.

Gerber Collision & Glass Opens Repair Location in Florida

Gerber Collision & Glass has announced the July 22 opening of a collision repair center in Titusville, Florida. The center previously operated as Freddy Curtis Body Shop. Titusville is located about 50 miles east of Orlando on Florida’s “Space Coast.”

“We are very pleased to add this center, which is well-located on Route 1, a key thoroughfare with high tourist traffic,” said Tim O’Day, president and COO of Gerber Collision & Glass. “This is a nice addition to our centers in the area and solidifies our position as a leading provider of collision repair services in Florida. We look forward to serving both new customers in Titusville and our insurance partners.”

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CREF and I-CAR’s Cars, Careers & Celebrities Expo

The Collision Repair Education Foundation (CREF) and I-CAR will be presenting the Cars, Careers & Celebrities Expo on September 28 in Saint Paul, MN. Students will be able to meet prospective industry employers, hear career stories from collision repair employees, interact with local collision schools and students, and view product demonstrations. There will also be giveaways and free food and refreshments. The event will be held at the 3M Corporate Center in Saint Paul. There is no charge to attend, but collision instructors are encouraged to contact Melissa.Marscin@ ed-foundation.org to RSVP and be assigned a time slot, as specific times will be given to schools that attend. Seniors are asked to bring 20 copies of their resume to hand out to Minneapolis-area collision industry businesses looking to hire students. Those with questions can contact Melissa at Melissa.Marscin@ ed-foundation.org or call (847) 4635282.

Southtowne Dealerships to Repurchase Vehicles and Pay $95K for Failing to Comply with GA Lemon Law Attorney General Sam Olens announced on August 4 that Southtowne Motors of Newnan, Inc., Southtowne Chevrolet Buick GMC, Southtowne Motors, Inc., Southtowne Hyundai Riverdale, Southtowne Motors of Newnan II, Inc., and Southtowne Hyundai of Newnan have entered into Assurances of Voluntary Compliance with the State of Georgia. The allegations claim that the dealerships did not properly disclose to consumers that they were purchasing lemon buybacks-cars that manufacturers bought back under a state lemon law, which they then resold to dealers. The State’s investigation revealed that for several years, Southtowne failed to give consumers the required Georgia Lemon Law form that discloses the buyback status of the vehicle. The purpose of the form is to make sure consumers understand a lemon buyback’s history and associated risks prior to the purchase. The Georgia Lemon Law requires that consumers be given an opportunity to fully read the form before they buy the vehicle and that the form leave the dealership with the vehicle at the conclusion of a sale or lease

Allapattah, FL Auto Repair Site, Slated for a Boutique, Sells for $1.4M by Katherine Kallergis, The Real Deal

The new owner of a former auto repair facility in Allapattah plans to repurpose the property into an Indian clothing boutique. The Two J’s sold the auto repair property at 2050, 2036 and 2030 Northwest 23rd Street to Vinamrata Mehta,

Allapattah auto repair. Credit: The Real Deal

according to a press release. The three buildings were built in 1956 and total 14,771 square feet of retail space, which means the sale breaks down to about $95 a foot for the buildings and $48 per foot for the 28,988-square-foot plot. Berger Commercial Realty Senior Vice President Joe Byrnes and Senior Sales Associate Jonathan Thiel recently represented the seller of the Power Brake Exchange. Two J’s paid only $215,000 for the properties in 1985, records show. Berger had the site on the market for $1.7 million. And the buyer owns other properties in Allapattah, Thiel told The Real Deal.

The corner lot was being rented out to a Miami pirate tours company. “It’s rare to find an available corner lot in Miami’s Allapattah warehouse district, which is located just northwest of downtown Miami and about five miles east of Miami International Airport,” Thiel said in the release. “The property’s versatility also makes it unique. It can accommodate tenants in automotive, marine or retail industries thanks to its ample parking, tall ceilings and convenient access to major roads and waterways.” Investors like Michael Simkins and the Rubell family have targeted the industrious neighborhood in recent years. McKenzie Construction and Craft recently redeveloped a large, 1938 warehouse into its current design and craft office, facility and showroom. Simkins bought the building in March from investor/developer Alex Karakhanian. At a recent commercial and industrial real estate presentation on Allapattah, Kohn Commercial Real Estate’s Ronald Kohn said the price for a warehouse has jumped from $50 a foot in 2013 to $120 per square foot now. The burgeoning neighborhood, he said, is hiding in plain sight. We would like to thank The Real Deal for reprint permission.

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transaction. As a result of Southtowne’s alleged failure to properly disclose the status of the vehicles, some consumers claimed they paid more than the vehicles were worth, which they did not discover until they tried to trade in their vehicles at another dealership.

The State’s investigation also revealed that Southtowne had used a handout for approximately one year that significantly misrepresented the reduced value of lemon buybacks and minimized the potential seriousness of vehicle defects. Because Southtowne Hyundai of Newnan sells the vast majority of the Southtowne group’s lemon buybacks,

the settlement requires it to pay the State $80,000.00 in fees and penalties. The two other dealers, Southtowne Chevrolet Buick GMC and Southtowne Hyundai Riverdale, must each pay $7,500.00 to the State. Most notably, all of the dealers have agreed to institute, for a period of two years following the execution of the settlements, a repurchase policy under which certain consumers who purchased a lemon buyback may sell that vehicle back to Southtowne for its NADA clean trade-in value without regard to the vehicle’s buyback status. (The dealerships may make reasonable deductions for vehicles’ condition and value.) This repurchase policy represents substantial savings to consumers who, were they to sell or trade their vehicle to any other dealership, would likely receive significantly less because of the vehicle’s buyback status. The settlements also require Southtowne to purchase these lemon buybacks, at this same trade value, from other dealers, so that consumers who seek to purchase a new vehicle from another dealership and use their lemon buyback as a trade-in can still receive the benefit of this repurchase program.

www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 7

Overall Parts Solutions (OPS) Partners With Southeast Toyota Distributors To Deploy Next Generation Parts Procurement System Overall Parts Solutions(OPS), a provider of parts procurement management systems to the auto collision industry, has announced a partnership with Southeast Toyota Distributors, LLC(SET) to provide its proprietary suite of technology tools for the

area’s franchise dealerships and body shop customers. Branded PartsEdge 2.0 by SET, it is expected to be operational by early September 2016 in five states serviced by SET: Alabama, Florida, Georgia, North Carolina and South Carolina. Toyota Motor Sales and Gulf States Toyota already use the OPS software toolkit as one of their parts management platforms. The latest partnership in Toyota’s remaining region will create a seamless, nationwide technology platform across the

entire Toyota automotive network in the U.S. to facilitate collision repair through an integrated, highly agile replenishment system for delivering genuine Toyota parts. The OPS technology suite of features for SET includes OPSTrax, DeliveryTrax, TraxPod, TraxDrive and ValuTrax, which offers a fully integrated, real time workflow that allows shops to quickly conquest parts to their dealer online. All are designed to facilitate ordering, inventory, tracking, notification and delivery of parts through a centralized electronic interface. According to the company, the suite is a “one stop” solution to provide competitive advantage and profitability to dealership parts departments and collision centers. “Deploying the unique OPS Software to our Southeast Toyota Dealers adds a progressive tool kit that enhances the service provided to our customers and strengthens the Toyota brand,” said Ray Natour, VP SET Fixed Operations. “It will also generate efficiencies for our dealers that will lead to faster, more economical repairs.”

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“We are pleased to extend our highly innovative software solution to the Southeast Toyota’s Dealers and are confident that its deployment will have a significant positive impact on the brand’s business, reputation and consumer loyalty,” added Nick Bossinakis, CEO and co-founder of OPS. “The adoption of the OPS supply chain technology suite by Southeast Toyota signals the significant return on investment in the broad Toyota landscape where it’s been creating supply chain efficiencies for over the last few years,” said Sib Bahjat, OPS COO and co-founder. “The SET software system application and resulting parts network should be operational by September 1, 2016.”

Your leading source for SOUTHEASTERN Collision Repair News! southeastern.autobodynews.com

Collision Repair Industry Snapshot Survey Launched

The Collision Repair Industry Snapshot Survey, co-sponsored by the Collision Repair Education Foundation and I-CAR, has launched and is now open for responses from collision shop owners and managers. The collected data will be compared to previous benchmarks. Trends over the years will be analyzed, with results published and shared with the industry. In order to touch the entire industry both within the Foundation and I-CAR customer base as well as externally, the electronic survey, which is intended only for shop owners or managers, will be distributed via various vehicles including: • Industry publications • Information providers • CAR Industry Alliance partners newsletters • Industry co-ops & buying groups • Associations’ newsletters • Large paint distributors and others It is estimated that this survey will be distributed electronically to over 20,000 shop managers and owners. Collision Shop owners are invited to take the survey online at this link: http://www.cvent.com/d/8vqmtp?refid =7445. Any questions regarding the survey: info@ed-foundation.org

Georgia Collision Industry Association Upcoming Events

The GCIA (Georgia Collision Industry Association) has several upco ming events, beginning in September with the monthly meeting. September GCIA Meeting, Thursday, Sept 22nd Presentation: Getting Paid for Investing in Facility, Equipment and Training. Presented by Tim Ronak, Senior Services Consultant Services Group with AkzoNobel Automotive and Aerospace Coatings NA. Presentation Synopsis: Repairers are facing significant additional tooling and training to repair modern vehicle construction materials and technology. This session will look at the shrinking Labor GP% due to additional costs of investment in equipment, facility and training. Strategies will be ex-plored to understand the mechanisms at your disposal to offset these rising

business costs to justify a return on that capital expenditure. The meeting location is Wyndham Atlanta Galleria Hotel located at 6345 Powers Ferry Rd. NW, Atlanta, GA 30339. GCIA meetings begin around 6:30 pm with a catered dinner and refreshments prior to the meeting. They usually conclude around 9 pm. GCIA is always seeking sponsors to help support meeting costs. If interested, contact executive director Howard Batchelor at Howard@GCIA .org or call at (770) 3679816. GCIA 20th Annual Invitational Golf Tournament. Benefiting Collision Industry Training in Georgia, this event will be held Wednesday, October 5 from 9:00 am - 5:00 pm. According to GCIA, this will be a day of great golf, fun, and friendship

at Bear’s Best in Suwanee, Georgia. A playing fee of $100 per person includes a light breakfast, a box lunch, appetizers for the door prize and trophy presentation, an unlimited supply of drinks and snacks, Hole in One Car and chances at over $1000 worth of door prizes. Don’t miss this opportunity to play in GCIA’s signature golf event.

The schedule is as follows: 9:00-10:00 Registration 12:00 Lunch 10:00 Tee off-Start If you have questions, please contact Howard Batchelor, tournament coordinator at (770) 367-9816. High School & College Career Fair. Seeking Sponsors: The Collision Repair Education Foundation and the Atlanta I-CAR Committee will be hosting a collision career fair on Thursday, October 20th that will be attended by greater Atlanta area high school and college collision students. Contact GCIA if your business is interested in participating in this event and meeting the attending collision students. Please share this information with your industry associates and friends to support the future of our industry.

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www.hendrickkiaofconcord.com www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 9

Continued from Cover

Louisiana Floods

days,” she says. “We haven’t been able to get glass coming in. Anything we have ordered, we have not able to get in since before the storm came across.” She adds, “If I have something in stock, we can try to do it. But I’m not able to do anything unless I have glass.” Eclipse Glass & Tint in Baton Rouge avoided most of the flooding, says John Tyler, company owner.

However, his company has been closed since the afternoon of August 12. “I’m doing fine,” he says. “There is no water anywhere in the shop, but plenty of family members and friends got water in their homes. Nobody was hurt, other than their spirit. This is my first day back to work and I probably won’t be here long. A lot of friends have seen total devastation. Their homes are gutted out. I’ve been helping them to tear all the sheet rock out and deal with that.” Bengal Glass & Mirror in Baton Rouge didn’t get flooded.

State Farm Assesses Flood Damage

Autobody News reached out to Roszell Gadson, State Farm spokesman, to learn more about the flood damage and best practices for auto body shops and customers impacted. Q) Have you been encountering a lot of State Farm customers whose vehicles have been damaged by the flooding? A) As of August 17, State Farm has seen more than 12,300 auto claims in the state of Louisiana as a result of the historic flooding. Q) How is State Farm handling this state of emergency? A) State Farm has moved additional resources into the state to help our policyholders through the claim process and through the recovery. We’re asking impacted customers to call 1(800) SF Claim(1-800-7325246) or they can start the claim process online at www.statefarm.com or contact their agent. Q) What advice can you give to consumers who have flood damaged vehicles? A) Vehicle owners should document the highest level of water on their vehicle, dry them out as soon as possible and avoid trying to start a flooded vehicle until a certified mechanic has inspected it and made any necessary repairs if it is repairable. Q) What advice can you give to auto body shops who are repairing these vehicles? A) Individual claim circumstances, including flood damage, vary widely. Just like we tell our customers, whenever possible, we advise repairers to mitigate additional water damage. In this event, we continue to work with repairers chosen by our customers to determine the extent of damage and to perform the necessary work related to the individual vehicle.” Q) What is State Farm's plan going forward to help the victims? A) State Farm will continue to have additional resources in the state of Louisiana until we’ve helped all of our customers with covered losses.” 10 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

“We’re doing fine,” says Weston Turner, an automotive glass installer. “We didn’t see much water other than August 12 when our drainage had issues. All of our employees are okay, but a lot of friends have been affected.” Mobile work has been curtailed with many roads closed until yesterday, he notes. As for distributors, Turner has only heard from one—American Glass Distributors, which has a warehouse in Baton Rouge. Jon “Kip” Wiley of American Glass Distributors says the local warehouse didn’t sustain much damage. “We were closed because employees couldn’t get to work,” he says. “There was a little water in the warehouse and nothing in the office. One gentleman lost everything. When we finally heard from him, he was in a shelter.” It was a stationary system that

Free

just dumped an unbelievable amount of rain, he says. “We got back up and running yesterday [August 16],” Wiley adds. “As the water recedes, we’ll continue on and take care of our customers. We’re not putting any vehicle on the road in danger to do deliveries.” NSG Pilkington’s service center in Baton Rouge was closed August 15 and offered “will call” options on August 16. “As of this morning, we are back to our normal delivery schedule,” says Erica Clouse, marketing specialist. “All of our associates were safe, but most were unable to access the roads required to get to the service center on Monday, which led to the closing. Although many roads were flooded, our service center remained largely un-impacted.” We thank Jenna Reed and glassBYTES.com for reprint permission.

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Florida Judge Dismisses All Utah Shops’ Claims Against Insurance Companies Except for “Steering” Claim by Stacey Phillips

The majority of claims filed by nine Utah body shops against a group of 20 insurance companies have been dismissed. In the U.S. District Court for the Middle District of Florida, Judge Gregory Presnell ruled in July that only one of the “steering” claims can be refiled. The Utah body shops filed the original claim in the United States District Court of Utah on April 10, 2014. In Alpine Straightening Systems Inc. et al v. State Farm Mutual Automobile Insurance Co. et al, they alleged that: “…defendants have engaged in an ongoing, concerted and combined intentional course of action and conduct to improperly and illegally control and depress automotive damage repair costs to the detriment of the plaintiffs and the substantial profit of the defendants.” They further stated in court documents that these actions by the defendants “have eradicated competition within the body shop industry.” In August 2014, the lawsuit was consolidated with several others by the United States Judicial Panel on

Multidistrict Litigation. It was decided that all cases would be heard in the U.S. District Court for the Middle District of Florida. In the plantiffs’ second amended complaint, filed in May 2015, they alleged: “The defendants have successfully created a ‘market’ system that rewards the body shops that will cut comers so they can increase profits and punishes body shops who are unwilling to compromise the quality or safety of the American consumers’ repair. The whole intent of anti-trust actions was and is to increase competition for the sole benefit of the American consumer. Defendants’ actions have violated the letter and the spirit of the law. Instead of providing the best quality repairs for the lowest cost, they have fixed the costs to their utmost benefit and forced the market into a race to the bottom in terms of quality to the customer.” They further stated in court documents that according to the Department of Utah Insurance’s 2013 Company Market Share Report, State Farm had captured about 15.06 percent of the private passenger automo-

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bile insurance business in Utah as of December 31, 2013. The report also said that overall, the defendants controlled about 71 percent of the 2013 private passenger automobile insurance market in Utah. Earlier this year, Magistrate Judge Thomas Smith prepared a Report and Recommendation in regards to the claims at the request of Judge Presnell. Judge Smith considered the motions, the plaintiffs’ response and the replies that were filed by the defendants. He then recommended that all but one of the plaintiff’s remaining state law claims be dismissed with prejudice, which means that cannot be refiled. Following his recommendation, the plaintiffs and two of the defendants filed an objection to the Report and Recommendation. According to court documents, Judge Smith struck the plaintiffs objection earlier this year in May on the grounds that it exceeded the permitted page count and was filed after the deadline. In regards to the plaintiffs’ tortious interference claim, Judge Smith recommended it be dismissed with prejudice along with the other claims,

except for one instance of alleged interference. Judge Presnell affirmed his recommendation and dismissed the body shop’s claims of quantum meruit, tortious interference with economic relations and conversions. The claim that can be refiled involved one of the plaintiffs, Perk’s Auto; one of the defendants, Farmers Insurance Exchange; and Jayme Montgomery, one of Farmer’s customers. Montgomery took her vehicle to Perk’s Auto following an accident and allegedly Farmers told Montgomery to take the vehicle to another shop. “Judge Smith found that the plaintiffs had failed to state a claim because they had failed to plead facts showing that Farmers’ alleged interference had caused injury to Perk’s Auto,” according to court documents. “However, Judge Smith could not rule out the possibility that Perk’s Auto could re-plead so as to state a tortious interference claim.” All of the antitrust cases are represented by John Arthur Eaves Jr. and Allison Fry of Eaves Law Firm in Jackson, Mississippi.

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Lean Operations

The Successful CEO

with David Luehr

In a business such as collision repair that is notoriously difficult to manage, a successful leader must have a firm grasp on their time management. With so many distractions every day, a laser focus on completing important tasks that will move the company in the right direction is critical. In the collision repair business, the daily responsibilities of the CEO or business leader can vary greatly depending on the size of the organization, but there are several responsibilities that should always be a constant for a CEO regardless of the size of the company. Proper delegation is also a part of life for successful CEOs, but these four constants should never be delegated.

The Four Constant Responsibilities of Great CEOs 1. Building the executive team – The CEO is responsible for building his executive team with the right people that will support the company vision.

David Luehr is the owner of Elite Body Shop Solutions, LLC, a collision business consulting firm based in Nashville, Tennessee. He is a 30 year veteran of the collision repair industry. David is an expert in Body Shop Operations and specializes in Lean, and Theory of Constraints methods. Email him at dluehr@msn.com

The team may be responsible for hiring and firing, but it is the CEOs job to build the leadership team and to give them all the support they need to be successful.

2. Sharing the vision – All successful companies have a leader that carries the flag and leads his team towards a future vision of the company. All cultures begin by understanding why the company exists and where they are going. A great CEO will paint this picture for the entire organization by talking about the vision every day.

3. Strategy – It may be up to the team to make decisions on the day to day tactics used to carry out a long term strategy, but it is the responsibility of the CEO to create high-level strategies that will support the company vision and values. 4. Company culture – The thing about

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culture is that every company has one either good or bad. The hard truth is that the culture is a direct reflection of the attitude and characteristics of the CEO. If you as a leader are unhappy with the culture at your business, take a look in the mirror to reveal the problem!

4 Character Traits of Great CEOs 1. Empathy – The best CEOs genuinely care about their people and seeks to understand them.

2. Ethical integrity – The best CEOs act in accordance with the company values no matter how difficult it may become. A great leader never compromises the trust of the entire organization by acting any differently than the leader would expect of his team.

3. Curiosity – Leaders that are naturally curious tend to always be looking for things they can use to gain a competitive advantage. Whether it is a new

piece of equipment, technical technique, or influence skill, A great CEO is always on the lookout and eager to learn new things.

4. Competitive drive – While some CEOs you meet may not always show an outward competitive nature, inside there is almost always a fire burning to dominate! Most successful CEOs are highly competitive and want to win.

“A leader without a title is better than a title without the ability to lead” —Simon Sinek

Leadership is a Learned Skill While there are certain characteristics that may come natural to some leaders, many of the skills required and even the character traits can be learned, practiced, and mastered. Even those that are not in the position of CEO can become a great leader. Leadership is a lot more than a title! In fact,

most of what I learned about leadership was from jobs where no-one reported directly to me. I had to learn influence skills that would create positive change without being anyone’s boss. The best leaders, and CEOs understand this and do not rely solely on their position as the boss to get people to perform. While learning a lot on the job, much of what I have learned and teach today is what I learned from reading books. My philosophy is to learn as much as I possibly can from reading books and then experiment with the knowledge in the business and on the shop floor. Anyone that is interested in learning more about obtaining leadership skills or if you would simply like some book recommendations, I would love to hear from you…

Your leading source for SOUTHEASTERN Collision Repair News! southeastern.autobodynews.com

“Counting Cars” Renewed for 6th Season on ‘History’, Matrix Auto Finishes Sponsors

Matrix® Automotive Finishes, a brand of Valspar Automotive, is the official automotive paint brand for the sixth straight season of “Counting Cars,” History’s reality TV series that pro-

Americas. “Danny’s shop and specialty painter, Ryan Evans, have been using Matrix for more than a decade. They’re genuinely loyal to the brand and continually create world-renown paint jobs

files the transformation of run-down beaters into custom hot rods. Matrix products are used in creating all the masterpieces that exit Danny “The Count” Koker’s custom refinish shop in Las Vegas on every episode. “Our history with Count’s Kustoms goes way back … long before they were famous,” says Laura Yerkey, Valspar Automotive director of marketing in the

with Matrix. There’s truly no greater testament to the product’s capabilities and proven performance.” Season 6 of Counting Cars marks another strong year for Matrix on and off the air, Yerkey says, with continued product innovation and an upcoming campaign that recognizes the industry’s best with a spray gun—Evans included. Evans was instrumental in bringing Ma-

trix to the shop five seasons ago. “I’ve used just about every manufacturer’s paint,” says Evans. “Sixteen years ago, at Count’s Kustoms, we were lost. We didn’t know who to use. We used this company’s base, that company’s primer, and another company’s clear. Nobody wants to do that. Everybody really wants to work with one system because they’re all made to go with each other.” Evans became a believer in Matrix as he was introduced to the product lineup, starting with clearcoats. “As time went on,” Evans recalls, “they started bringing me basecoats and again knocked it out of the park. Their sealers, same thing. This was starting to really build into a solid system from bare metal up. Then I saw their custom colors and was blown away. Matrix literally can you make anything you want… candies, pearls, multi-layer tri-stages. Finally, I found that complete system that covers everything, and that’s Matrix.” Meet Evans and the rest of the Counting Cars cast at the Valspar Automotive Booth, No. 10851 at SEMA November 1-4, 2016, and see the team’s feature Matrix car. The new season of Counting Cars kicked off July 5. Catch new episodes every Tuesday on History™ at 9/8c.

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Continued from Cover

Post-Repair Inspections

moved from the vehicles.” Speaking from a position of favoring the inspections, Felder explained her decision to investigate developed from an ongoing debate. Utlizing her marketing company, Engage Target Media, which conducts market research for the industry, Felder took a “360 degree” look at post repair inspections, she said. “Was PRI good or bad for the collision industry? Was it making a difference? What are the findings during the inspections?” Felder spoke with a sampling of the various stakeholders involved in the process, including customers, body shop owners and technicians and insurers. Her goal was the gage their perspectives, she said.

Customer Perspective “Customers felt their insurer was sending them to the right shop that would perform proper repairs,” Felder said. According to her interviews, Felder said many customers assumed insurers were actively verifying repair procedures. These same customers were surprised by the selection and supervising process for DRP shops—what insurers were and were not managing. Body shops are more often graded by insurers on a series of KPIs that track speed and cost, not the actual output or repair quality. Felder was quick to acknowledge the issue of questionable repairs does not reside within DRP shop walls alone. “It’s not only DRP shops with these kind of results,” but it’s across the board, she said. “I still remain a DRP fan and the service it could potentially offer customers.” DRP shop or independent, Felder said that customers assume a vehicle repair would mean their well-being was secure. Safety was concern that they didn’t know they should be concerned about, she said. Many customers expressed their decision to choose the recommended body shop was so that they would have a “worry free” repair process. “They saw us as the gatekeepers, the guardians and the protectors of their vehicles and their families,” she said. “They believed that we were going to put that over anything else.” Body Shop Perspective Some of the most troubling interviews

around the post repair inspection process came from the shop owners themselves. “They felt their duty was to control repair expenses and … deliver the car out as soon as possible,” she said. While they did acknowledge a safe repair was important, they felt their insurance partners put more importance on the claims expense then the physical repair of the vehicle. Repairers and insurers can be more concerned about customer satisfaction than customer service, she said. Using her eight-year-old son as a metaphor, Felder described the difference between the two. “If I let my child eat only what he wanted to eat, his satisfaction rate would be high,” she said. “But as a parent, I have to make sure he eats nutritionally.” Even if that meant he felt less satisfied in her parenting job, she said. “But I owe him what is best, not what leads to his greatest satisfaction,” she said. The study caused some important reflection for Felder. As a former DRP manager, she wondered if during her career she had helped to create these issues with performance equaling speed and cost vs. quality. Felder also met with 15 technicians at various repair facilities to discuss the pros and cons of post repair inspections, she said, and to gain their input on the general repair process. Again, she said, she found speed was a concern. “The faster the car went, the happier their boss was going to be and therefore, the happier they were going to be as well,” she said. Many of the technicians she spoke with felt they were, at the very least, performing at the same level as their counterparts in the industry. One troubling issue was technicians felt there were different levels of repair quality based on the insurer handling. They felt some insurers allow the cars to be repaired properly while others they said they “know” they will be asked to perform repairs that do not follow common repair standards. As a repair industry, regardless of the insurer, each vehicle should be held to the same standard of repair quality.

Insurer Perspective Felder spoke with a variety of adjusters and DRP managers about post inspection repairs to find out their opinions on the topic. She discovered their concerns

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Three Types of Post Repair Inspections:

Customer Complaint Driven Inspection—when a customer is unhappy with the repair or notices something isn’t working properly with their car and seeks a third-party to evaluate. Many times they first seek a resolution through the company they dealt with during the claim or the repairer who fixed their car, and then go to a third-party if they aren’t satisfied. Insurer Pre-Delivery Inspections— this is when an insurance company inspects the vehicle on behalf of the customer to ensure the accuracy of the repair and customer satisfaction. Internal Quality Control Process Repairer—many shops across the country have PRI processes set up to inspect vehicles before they are delivered. Kristen Felder grew up working in her family’s body shop and started her career as a technician. She also worked in the insurance industry. After being employed by various public relations and crisis communications companies for several years, Felder launched Engage Target Media in 2013. Her goal is to create affordable, custom solutions to meet a business’s objectives through customer engagement and marketing. greatly resided in fulfilling their duty to find a reputable shop to repair the vehicle, pay the cost and keep things

more affordable for the policyholder, she said. The inspectors told Felder that

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after writing or receiving an estimate, inspectors focused on ensuring the car was repaired as quickly as possible and in a cost-effective manner. They also detailed the shop’s responsibility on topics such as life-time warranties and repair issues. While many openly acknowledge repair quality issues are found, they did not feel it was their obligation to manage those issues due to the shops contractual warranty, what Felder referred to as the “warranty myth.” While shops do supply life-time warranties on the repairs, those warranties are not insulators to liability suits and duties of the insurer to maintain the repair network. In many cases when insurers were aware of gross repair negligence claims, those shops were not removed from the DRP program. In other words, customers were still being directed to the shops with no action plan around improvement or implementation of quality-control procedures. Felder stressed the importance of shops and insurance companies working together as partners in the industry. The mutual customer demands a costeffective, timely but above all a safe repair. By aligning those values, DRP still

stands as the best model for handling today’s volume of claims, she said.

Overall Findings “Customers were happy with the way they were treated, how they were kept informed, shuttle service, etc,” she said, “But the customer didn’t know what they didn’t know.” The opportunity to educate shops about proper repairs has been at the forefront of Felder’s mind for the the past five years, she said. Felder has been producing videos in various series, including the popular “Repair University,” which highlights repair procedures and how they can go very wrong, she said. “Maybe I need to talk a little more about what is right and showing what a good repair looks like instead of the bad.” She suggested that customer service information and key performance indicators will always have a place in the repair process, but that shops and insurers must evolve beyond relying on these numbers. “We have this CSI tool that does a lot to help us measure how our customers are going to be treated but we don’t have a lot of tools out there that measure how the quality of the repair

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will be when it’s over,” she said. After her initial research, Felder said she found that there didn’t seem to be a plan in place for repairers or insurers on handling post-repair inspections or implementing quality control measures. “No matter what side of the fence you are on, we don’t have a standard response for handling them,” she said. It is an opportunity to raise the level of everyone involved so that they know what they are looking for, she said. “If we’re going to protect the consumer and if our end game is truly a properly repaired safe vehicle, are we putting the right controls in place to manage that repairer?” she asked of stakeholders. Felder also stressed the importance of sharing information and dialoging about these situations to continually make the industry better for everyone. “We are all very passionate about what we do, no matter what side of this that you are on,” she said. “We’re also passionate about the consumer as well. If we can raise our level of understanding, we can definitely improve safety.”

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Automobile Anti-Counterfeiting Coalition - “Put the Brakes on Fakes”

A panel discussion took place at NACE/CARS this past August and discussed how the automotive industry and the U.S. government are working to protect the safety and welfare of consumers and repair businesses. Panelists included: Andy Forsythe, president, Automotive Anti-Counterfeiting Council; Bruce Foucart, director, Intellectual Property Rights Coordination Center – Homeland Security Investigations; Jon Ruttencutter, U.S. Homeland Security Special Agent; Jason Kosofsky, Ford Motor Company; Joe Cammiso, Toyota Motor Sales. Some of the counterfeit parts seized by law enforcement include: seat belts, oil and air filters, brake pads, brake rotors, control arms, windshields, bearings, steering linkages, ignition coils, microchips, spark plugs, wheels, solenoids, clutch housings, crankshafts, diagnostic equipment, suspension parts and oil pumps. These counterfeits are produced illegally and sold at a profit. At best, these parts will not perform as well as authentic parts; at worst, they can fail catastrophically with potentially fatal consequences.

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Clearfield, VA, Shop Owner Charged with Deceptive Business Practices were checked. There were costs for an oil filter, $4.87; seven quarts of oil, $27.79; and labor for oil change, $12. His invoice also stated the heater blower motor, radio and cigarette lighter were all repaired for 2.5 hours at $112.50. The victim was charged a total of $208.84 for the repair work, according to the affidavit. On May 28 police contacted the victim who indicated that he’d taken his motor home to L & J Auto Repairs to get the gas gauge, radio and heater blower repaired. He had also requested to have it serviced, which included an oil and filter change and state inspection. He told police his motor home had been at the repair shop for about a month when Baldwin advised him that all of the repairs were done, excluding the gas gauge. He didn’t want to wait any longer and decided to pick up his motor home. When he picked up his motor home, the victim said he’d paid the total cost for the repairs. Sometime after he’d taken it home, he noticed that the heater blower still wasn’t repaired. He also checked his oil and fil-

by Jessica Shirey, GANTNews

Clearfield Borough police have filed criminal charges on James Leroy Baldwin, 52, of Clearfield for deceptive business practices, F3, at his local auto repairs shop. Baldwin has also been charged with theft by deception, M1, and receiving stolen property, M1. He owns and operates L & J Auto Repairs, 420 River Rd., Clearfield, VA. According to the affidavit of probable cause, on May 24 the victim reported that he had a motor home, which needed work done on it. He’d taken it to L & J Auto Repairs around May 9 to be repaired by Baldwin. On May 20 or 21, he had picked up his motor home and also paid for the work that was to be done on it. After he’d taken the motor home, he allegedly discovered problems weren’t repaired and work wasn’t completed, as the oil was dirty and its filter hadn’t been replaced. His invoice from L & J Auto Repairs listed the work done and the cost of a “sending unit” of $39.86. It stated that all of the fluids, tires and brakes

ter and noticed the oil was dark black and the filter was the same one that was on it when he had dropped it off. The victim told police he’d attempted to contact Baldwin multiple times; however, he was hung up on each time. On May 27 he had to have the motor home towed, as its brakes had stopped functioning. As a result, he had to hire another shop to complete repairs that were supposed to be done by Baldwin. On June 13 an invoice was completed by that shop for work on the victim’s motor home. It showed that the heater blower switch, wiring for the switch, oil and filter and a fuel float were replaced on it. The fuel float repaired the problem with the fuel gauge and a “sending unit” was not needed as previously indicated by Baldwin. On July 10 police asked Baldwin what had happened to the victim’s motor home. The owner of the garage, he said, had evicted him before he was able to finish the work. He told police that he had billed the victim because he didn’t have money for one of the parts, and he needed to order it. According to Baldwin, he had ordered a “sending unit” for the fuel gauge, which has been on backorder for about a month. He told police he did change the oil and filter on the camper

but didn’t have any receipts or paperwork to show that he’d purchased or ordered any items. Baldwin said he would just reimburse the victim for the “sending unit.” On July 11 police found an auto parts shop was unable to locate a sending unit order for a 1989 Ford E350 conversion van. Police were told the shop doesn’t sell the “sending unit” itself and that Baldwin would have been required to order a new fuel pump, which was not ordered for this unit and parts are never on backorder for a month. Police also spoke with the mechanic who ultimately completed the work on the victim’s motor home. He said it was obvious the oil and filter hadn’t been changed in some time. He also stated the “sending unit” wasn’t needed to fix the fuel gauge problem. Police showed the mechanic the invoice that Baldwin had given to the victim for the work he had allegedly completed on the motor home. He told police the only problems that his shop didn’t have to repair were with the radio and cigarette lighter, which were working properly when they received it for service.

We thank GANT News for reprint permission. As always, we welcome response from the shop(s) involved.

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average private sector wages is an especially telling indication of a tightening labor market. And many unskilled jobs are paying more than the state’s $9-an-hour minimum wage. Abra Auto Body is worried about securing a steady supply of repair technicians for its 340 shops around the country, including one in the company’s home town of Brooklyn Park. The company is already paying a $2,500 bounty to anyone who refers a qualified technician. And next month, the company is offering free on-the-

job training. David Kuhl, Abra’s chief people officer, says the auto body repair industry will need more than 100,000 workers in the next decade to replace retirees. And he says the jobs are more desirable than many might think. “Although it is a blue-collar job, it is highly technical, highly skilled,” he said. “You’re using computers and using very sophisticated technology to really make cars beautiful again.” Kuhl says the company’s techs earn $80,000 a year on average. “A lot of people don’t realize that body technicians can make six figures,” he said. “Twenty percent of our body technicians make over a hundred thousand dollars a year.”

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www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 21

Continued from Cover

Telematics Forum

atics represents a dizzying array of computer science, multimedia presentations and navigational components. The forum consisted of several segmented discussions focusing on topics such as cybersecurity, consumer privacy and government oversight. Attendees heard from experts representing entities from across the automotive industry and the federal government, including: Craig Smith, Theia Labs; Mahbubul Alam, Movimento; Garrick Forkenbrock, National Highway Traffic Safety Administration (NHTSA); Matthew Valbuena, Mazda; Richard Salceda, Mazda; Mark Allen, Audi; Lauren Smith, Future of Privacy Forum; and Bob Gruszczynski, Volkswagen. Toyota’s Jay Brown also explained the features of the Mirai, a hy-

drogen-powered vehicle equipped with the latest automotive technologies. Attendees were given the opportunity to experience the vehicle firsthand in a ride-along following the forum. According to ASA chairman Donny Seyfer, AAM, “The third installment of TTF was a wide-reaching program with more than 200 participants that encompassed the difficult topics of vehicle hacking, cybersecurity, vehicle-owner privacy and what the industry is doing to address these issues.” Wayne Weikel, senior director of State Government Affairs for The Alliance, added, “The Alliance was happy to once again sponsor the Telematics and Technology Forum. Our relationship with ASA is important, and we hope that by providing a glimpse into what’s on the road ahead ASA members will be better prepared to service our collective customers. We understand that we’re in this together.”

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Summer Fun and Industry Info for IGONC's Triangle Chapter

This summer, the Triangle Chapter of the Independent Garage Owners of North Carolina (IGONC) met twice in less than two weeks. First, the chapter enjoyed a baseball game on July 29, and then, on August 9, they got down to business with their standard monthly meeting, filled with important industry information. Around 25 Triangle Chapter members forewent their usual monthly chapter meeting for an evening at the ballpark to see the Durham Bulls on Friday, July 29 as they do each summer. According to IGONC Executive Director Bob Pulverenti, “Several shops brought their staff and had a great time socializing with others in the automotive industry. Members enjoyed all the fun and food of the ballpark, and a prize was raffled off to the children in attendance. The Durham Bulls easily landed a win against Louisville with a score of nine to one. The fun evening was topped off with an amazing fireworks show set off from the middle of the ballpark.” On Tuesday, August 9, IGONC’s Triangle Chapter held their August meeting at the Golden Coral in Raleigh, NC. Chapter President Dean Bailey of Kings Garage led the meeting, and after discussing some infor-

mation from their previous meeting, he spoke a bit on the emissions laws and how they may change. He also offered some tips to use during staff meetings to keep employees motivated to work. The meeting’s guest speaker was Tricia Sauls, Communications Manager for IGONC, and she introduced attendees to Member Zone, the association’s new membership management software. Sauls explained how shops can build their own custom pages, including shop photos, logos, videos and more. She noted, “Members learned how to register for events and pay their membership dues all through our secure membership portal. They were also shown how to communicate with other members, share job listings, and share equipment, cars or even garages for sale.” The meeting also included a brief discussion on IGONC’s upcoming Automotive Service and Technology Expo (ASTE). Members received an update on speakers and vendors, plus they learned the best way to register and “how to help spread the news regarding this wonderful, long-standing IGONCsponsored event,” Pulverenti shared. More information about IGONC’s 2016 ASTE is available at www.asteshow.com.

www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 23

Southeast Associations NCACAR Gains Momentum with July Meeting with Chasidy Rae Sisk

On July 27, the North Carolina Association of Collision and Auto Repair (NCACAR) held a meeting at the new Hendrick Motors Corporate training facility in Charlotte, NC. Meredith Bradshaw, marketing and social media

Brian Davies

accomplish. Survey responses indicated a desire for NCACAR to serve as a collective voice for the industry, to provide education on various collision issues, to assist with negotiating tools, and to help educate consumers. Additionally, attendees look forward to what the associate will offer in terms of group purchasing power, discounts on benefits such as insurance, training and networking opportunities. NCACAR’s meeting also featured several guest speakers. John Plyler from General Motors discussed the differences between OEM and CAPA-certified aftermarket parts, and Michael Bradshaw of K & M Collision provided insights on several industry-related topics. “Michael spoke a little about getting paid for the work we as shops perform, what challenges we’re going through currently, and things we’ve done in the past, both legally and administratively, to help make ourselves and the shop side of

manager for NCACAR, noted, “The meeting was a great success... We enjoyed the largest turnout ever in NC for a body shop association meeting!” Over 60 collision repair industry professionals attended NCACAR’s July meeting, with representatives from shops and industry vendors present, and the event’s coordinators noticed many new faces at the meeting. In addition to Bradshaw, the event was planned by Brian Davies, owner of Bodyworks Plus in Charlotte, and Josh Kent, NC Territory Manager for Elite Sales & Marketing Group. Following the reading of the Anti-Trust laws, Davies spoke about the association’s Mike Causey addresses attendees past and present goals, as well as what has been accomplished thus far. our industry more profitable,” MeredThe association’s coordinators have ith Bradshaw recounted. nearly finalized all information required Attendees also had the chance to to complete the 501C. hear from long-time collision repair inMembership forms were distribdustry advocate Mike Causey, who is uted for shops to complete, and running for the office of NC Insurance NCACAR also conducted an anonyCommissioner on the Republican ticket. mous survey to ascertain what particiCausey discussed the roles and responpants would like to see the association sibilities of the Insurance Commis-

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Chasidy Rae Sisk is a freelance technical writer from Wilmington, Delaware, who writes on a variety of fields and subjects, and grew up in a family of NASCAR fans. She can be contacted at crsisk@chasidyraesisk.com.

sioner’s office, and Kent noted, “He spoke about himself, what he stands for, and why he is running for office.

Michael Bradshaw & Mike Causey

Having him speak was very good and gave him an opportunity to let people know that he is pro-body shops.” “All-in-all, it was a very productive meeting, and the newcomers said they will be attending again,” Kent noted. “The right people are getting involved, and soon, we will have members and be able to elect associa-

tion leadership and a board.” Next, NCACAR plans to hold a meeting in Winston Salem in midSeptember, followed by an October meeting in Fayettville. “Everyone now sees the importance of an association and how serious we are about getting this set up for shops in NC,” Kent stated. “This state is living in the dark ages when it comes to rules and regulations, and it’s time to catch up to other states and the progress they are making in the collision industry. We must make these vehicles safer for our friends and family by educating everyone on the importance of these issues. Everyone can learn something new, and these shops don’t have to be in competition, as there is plenty of work for everyone. It’s time to work together!”

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Sales Manager for FinishMaster Once Painted Air Force One Air Base, Turkey, he explained. “When I was young airman, I Mike McKenzie has more than 23 was stationed at McChord Airforce years of experience working for sev- Base and I was one of five Airframe eral paint companies and currently he Repair and Corrosion Control Speis a Sales Manager for FinishMaster, cialists who were in charge of keeping overseeing New Jersey, New York and a squadron of C-130’s and C-141’s Connecticut. Today, he calls on body corrosion-free and looking good for the general in charge of the shops and supports a sales base.” staff, but his career began in Sometimes ingenuity the military, when McKenzie leads to opportunity. “One was painting airplanes for day as we were prepping the nine years while in the Air aircraft for deployment, I had Force. to repaint the tail of a C-130. Most notably, McKenzie, 55, was part of a crew Mike McKenzie is As I was painting the tail in different colors, I put a subtle that painted and maintained a Sales Manager for FinishMaster, duck design on the tail. The the exterior of Airforce One overseeing New general in charge saw this from 1989 to 1993 during Jersey, New York and loved how it looked, bethe presidency of George and Connecticut cause anyone who looked at Bush. and has 23 years this plane could tell what part McKenzie’s nine-year of experience in the automotive of the world it came from.” stint in the Air Force had him paint industry That small duck graphic working on a wide range of different military aircraft before get- later helped McKenzie to eventually ting to paint Airforce One. These in- work on the “Big One.” “After a while, cluded refinish operations on T-37, this same general moved to a different T-38 training aircraft and F-5, F-111, base and requested me to oversee his F-16 fighter aircraft at Williams Air squadron. After a short time, he started Force Base, Chandler AZ and Incirlik sending me on special projects to inby Ed Attanasio

26 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

spect aircraft and to refinish them according to mil specs. I worked on the B1 Bomber project as we applied special coatings so it was undetected during its missions.” Landing the assignment to work on Airforce wasn’t exactly a slam dunk. “When I was stationed at Incirlik, my commander put in for the assignment,” McKenzie said. “I had to go through an intense background check. They went back to my high school days and interviewed family and friends for hours to gain my top secret clearance.” McKenzie quickly became a team member of a select group that was highly skilled to do the job. “There were approximately five or six airman assigned to the squadron that had the clearance to work on the aircraft,” he said. “We all had to do our own prepping and painting on both of the two Airforce Ones in the fleet.” Most people think that there is only one Airforce One, but actually the president regularly flies in one of two customized Boeing 747-200B jets specifically designed for his use and identical to each other. Most of the work McKenzie and

the rest of his corrosion control crew performed on President Bush’s plane was called spot painting as they concentrated on specific sections of this six-story high plane. “We never had to repaint the entire aircraft and much of our time was spent maintaining it and inspecting it for corrosion and structural cracks or defects. There was a crew of 20-30 maintenance or crew chiefs that keep both aircraft and four smaller jets polished and clean all the time.” The security surrounding the planes was intense and incredibly thorough, McKenzie said. “The security was unbelievable—you had to go through two sets of gates where they would conduct a body check and then check the vehicle with a dog. Then once we were in there, we had to be escorted if we needed to do any work inside the aircraft.” To get the president back in the air, sometimes McKenzie and his crew worked on tight deadlines. “We painted the main part of the aircraft and the engines as well,” he said. “We had to bring fans into exhaust the overspray. When the engines came

into our building for painting, the security was even more tight than usual, for obvious reasons. As we were prepping the engine, we had 2-3 guys in a security detail with the crew chief there. We had to prep, paint and get those engines back to the hangars in less than eight hours, so talk about a tight cycle time!” Did Airforce One get into any collisions during McKenzie’s five years on the job? “We never got into any fender benders, but we did have to repair the aircraft a few times when some of the crew chiefs drop tools or buffers on it. We also had to re-paint sections of the plane due to things like bird collisions, hail and other conditions that could cause major delamination, corrosion, stress cracks and other paint issues. After a long trip, we would have

to perform an in-depth inspection to find what needed to be repaired.” Did McKenzie ever get to meet President Bush during his time painting his plane? “Oh yes—several times. He was very appreciative of what we were doing and told us that every time I met the man.” In 1991, McKenzie was awarded an Commendations Medal and was Honorable Discharge from the Air Force. Looking back now, it was a great experience and he would not change it for the world. “I was able to work on a team that was one of the best in the world and I served a president, which is pretty special. I still love painting and do it all the time. When these young painters challenge me, I pick up that gun and show them I still have some skills.”

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ASA Hosts Webinar on Telematics Policy

On July 27, the Automotive Service Association (ASA) held a webinar on the current state of telematics and new technology policy. Participants heard from representatives of OEMs and the aftermarket industry, including Donny Seyfer, AAM, chairman of ASA and co-owner of Seyfer Automotive in Wheat Ridge, CO; Chris Gardner, vice president of the Automotive Aftermarket Suppliers Association; and Wayne Weikel, senior director of state government affairs for the Alliance of Automobile Manufacturers. Q & A session talking points: • “OEMs are continuing to push for increased research and development (R&D) in the area of vehicle technology.” • “The technology is developing so quickly that it often outpaces legislative oversight. Be prepared to see many more bills on this topic.” According to the ASA, the association continues to represent the aftermarket repair community and to serve as a leading voice in the telematics conversation. To listen to a full recording of the webinar, visit https://youtu.be/ qWBJJOOPluE.

ASA, Automotive Parts Services Group Announce Partnership

The Automotive Service Association (ASA) has announced that it has joined forces with the Automotive Parts Services Group (also known as “The Group”) to offer ASA members additional parts supply capabilities as well as training and marketing support. ASA member shops that have an approved account with members of either the Pronto or Federated networks can take advantage of several benefits, including expedited parts delivery and preferred pricing on parts and supplies from participating Pronto or Federated members and their supporting auto parts store locations. Other benefits include access to data warehouse tools that provide sales analysis information to customers on products purchased, return rates, warranty information and more. ASA member shops also have access to training and marketing through The Group Training Academy and Banner Shop Programs. For more information, visit The Group’s profile at ASA.savings4members.com.

www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 27

Southeast Associations

AAAS Handles Business and Promotes Education at Annual Conference with Chasidy Rae Sisk

On June 9-12, the Automotive Aftermarket Association Southeast (AAAS) hosted its 2016 Annual Conference and Trade Show at the Sandestin Resort Village of Baytowne Wharf in Sandestin, FL. Randal Ward, President of AAAS, stated, “This year’s event went very well. We had an increase in attendance from members from all four states, as well as sponsors and trade show participants from all over the country.” Beginning at the Chairman’s Welcome Reception on Thursday evening, attendees enjoyed the opportunity to meet, reunite and network with one another in the beautiful setting. The socializing continued on Friday morning with a deep sea fishing charter on the Gulf of Mexico, aboard the Relentless. Ward noted, “Our group had a wonderful day, and the anglers brought home beautiful red snappers and other terrific catches.” AAAS focused on business Friday afternoon with their Board of Directors meeting. During the meeting, the association elected officers, reelecting Jarrett Liles of Connie Liles Auto Parts in Tallahassee, FL, as Chairman. Keith West will serve as First Vice Chairman with Sid Dooley acting as Second Vice Chairman and Steve Kampwerth continuing to serve as Immediate Past Chair. Bill Lewis was elected Treasurer, and the chosen Directors include Liz Burleson-Barrett, Clyde Darville, Jay Galimore, Bob Greathouse, Steve Kean, Roger McCollum, Michael Morgan, Phil Payne, and Joe Ward. “AAAS is indeed fortunate to enjoy the volunteer leadership of this great group of automotive aftermarket professionals,” Ward stated. “Congratulations to each of these officers and directors!” During the Board meeting, AAAS Chairman Jarrett Liles appointed Donald Hall of Harrell & Hall Enterprises to the AAAS Employee Benefit Fund Board of Trustees. Regarding Hall, who has been an active association member since 2009, Liles said, “Donald is a great supporter of our association and the industry. He is a natural leader in our association and will certainly serve our Employee Benefit Fund members well.”

Hall is “pleased and proud to be asked to serve the association on this board. I think the health insurance program is one of the most important services our association offers, and I look forward to contributing any way I can. We are loyal members, and we have benefitted greatly from our participation in this particular program and from membership in the association in general.” Additionally, the AAAS Education Foundation (AAASEF) announced that 20 scholarships were awarded to member company employees and family members this year. Liz Burleson-Barrett, AAASEF Trustee, noted, “In the few short years of the Foundation’s existence, we have awarded tens of thousands of dollars in scholarships, and we now have five endowed scholarships. This program is performing a great service in assisting people furthering their educations and hopefully helping individuals prepare for a future in the aftermarket industry.” The Friday evening reception was a joint event between AAAS and the Young Auto Care Network Group (YANG). “The AAAS and YANG Regional Meet Up was a great opportunity to share that knowledge and build relationships that will only strengthen our industry,” Liles stated. Following Liles’ Welcome and State of the Association Reports during Saturday morning’s Business Meeting, John Grant of Grant Brothers Sales Ltd. delivered a compelling presentation packed with useful information about CRM tools that are available and commonly used in the aftermarket industry. He also presented data and analysis of many options and discussed their benefits in various scenarios. Next, “The Affordable Care Act, Compliance and the Far-Reaching Implications” was presented by Jeannie O’Malley, Compliance Director for Alliance Insurance Group. According to Ward, “She delivered a timely overview of key compliance issues to help members and attendees effectively comply with Healthcare Reform and avoid costly fees and penalties.” The morning’s last speaker was Courtney Hammer from the Auto Care Association, who presented “For-

28 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

ward Focused: The Auto Care Career Initiative,” discussing the recruitment of millennials into the auto care industry, especially through the Auto Care Association’s interactive job board, autocarecareers.org, which promotes career opportunities for college students, recent graduates, tech schools and military veterans. “The industry job board offers the industry at large an easy-to-use and highly targeted resource for online employment connections,” Ward said. “Hammer also shard perspective and the importance of cultivating YANG, and attendees were enthused about the information they gained and the ability to use the Auto Care industry job board to recruit highly qualified employees. All of our speakers graciously gave of their time and answered many questions individually for our members and guests. The time members spent with our speakers and trade show representatives is hard to quantify; we feel it is invaluable.”

On Saturday afternoon, AAAS members and other conference attendees enjoyed a round of golf at the beautiful Baytowne Raven Golf Course. The tournament serves as a fundraiser for AAASEF, and each player graciously donated to the scholarship fund. “The players had a perfect day on the greens and raised money for a fantastic cause,” Ward reported. Saturday evening concluded with beachside dining at The Sky Room where fishing and golf awards were presented. Liles thanked sponsors, members and guests for making the 2016 AAAS Conference and Trade Show such a success. Also, a special presentation was given honoring retiring board member Bill Hamilton of Hamilton Auto Parts in Birmingham, AL, who served on the Board of Directors for more than 30 years. “The exchange of ideas and information was great,” Liles said. See Annual Conference, Page 51

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Shop Strategies with Stacey Phillips

Stacey Phillips is the assistant editor at Autobody News magazine. She has more than 20 years of experience writing for a variety of publications. She can be reached at sphillips.autobodynews@gmail.com.

Improving Its Processes Every Day Helps Kansas Shop Stay Accountable to Customers In September, All Angles Collision Repair will celebrate its 11th anniversary. Established in 2005, the Wichitabased business originally started with one body shop and expanded to a second location in 2015. General manager Ken Hunnell said the company prides itself on excellent customer

(including F-150) in the Wichita metro area. The future of auto body repair is OEM certifications and it is a clear advantage for our customers to choose All Angles.

Congratulations on being voted Q: one of Wichita's best in auto body repair. Why do you think consumers choose your shop for this honor and what best practices do you employ in the shop?

We were voted best shop in 2011 and one of the favorites in 2013, 2014 All Angles Collision Repair’s new east location in Wichita, and 2015. (They didn’t have Kansas the auto body category in 2012.) There are no ballots sent out; service. All Angles employs I-CARinstead, it requires people to log in or certified technicians and has more than send in a ballot. We are blessed to 20 workstations to handle a large volhave a very loyal customer base and a ume of repairs. Autobody News talked great reputation for taking good care to Hunnell, who is a partner in the busiof people. ness with primary owner Steve Austin, about the award-winning company and what makes it successful. What is the primary area of Q: focus at All Angles and how was the shop named? Our focus is our customers— A: that includes internal customers (employees, insurance partners and

vendors) and external customers (insurance companies, vehicle owners and fleets). Unfortunately, I don’t have a great story about how the shop was named. A previous partner in the business wanted a name that started with an A for the alphabetical listings and came up with All Angles Collision Repair.

The east location’s paint prep stations and 30-foot paint booth

We are working on improving our processes every day. One thing that has helped us is holding ourselves to a higher standard for our customers—they trust us as professionals to fix what is likely their secondlargest investment. We owe it to them to do our best every time.

All Angles was officially certiQ: fied by Assured Performance What are some of the benein December 2015. What are the benQ: fits/challenges of running two efits of being an Assured Performance locations?

certified shop?

There are required tools, training and inspection from Assured Performance. We were the first independent shop in our market to be certified by GM, Fiat Chrysler, Nissan and Hyundai and currently the only non-dealer shop to be Ford certified

The biggest benefit is that it A: forced us to establish processes. Shortly after our east location opened, we “burned the ships” and sold out to lean production. It wasn’t easy, but we have a great team that worked their tails off to change the way we repaired cars. We will never go back to the old,

30 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

slow way of supplements and waiting. It’s hard to believe how inefficient we used to be, but that was normal and we had to get comfortable being uncomfortable with change and improving. Staffing has been a challenge, but we now have a process that is bettersuited for our new team members to succeed. This has also led us to improve our hiring process, and we are now getting and keeping better candidates. Every challenge and obstacle we have faced has only made us better. We are fortunate to have great teammates and positive momentum.

Is there anything else you would Q: like to share with readers about the industry and your shop?

This is a great industry and we have the best team around. Our A: team has the courage to challenge

business as usual and look for a better

way to improve our service for our customers. We are focused on breaking down the communication walls that slow most shops down. We won’t

The open lay out of the east location allows for more flexibility in the shop

accept mediocrity because it isn’t good enough for our customers. For more information about All Angles Collision Repair, call (316) 267-7491 or (316) 201-4300. If you know of a shop that would like to be profiled, email Stacey Phillips at sphillips.autobodynews@ gmail.com.

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Day Job/Night Job Writing Estimates By Day and Rocking it All Night Long with Ed Attanasio

“Get a second-hand guitar. Chances are you’ll go far if you get in with the right bunch of fellows.” These are lyrics from an old Bachman Turner Overdrive song (“Taking Care of Busi-

Tom Spencer is an Estimator/Manager at Mathews-Carlsen Body Works in Palo Alto, CA and also a very talented guitarist and song writer

ness”), and although it’s not quite that easy to get into a rock band and make it in the crazy world of music today, it’s still a dream for many people. One of those dreamers who is passionately pursuing his musical career is Tom Spencer, 48, a Manager/Estimator at Mathews-Carlsen Body Works in Palo Alto, CA. A few years ago, he became a member of Bradford, an up-and-coming rock band in the San Francisco Bay Area, where Santana, the Grateful Dead, Huey Lewis and the News and Green Day all became stars. Spencer’s journey in the collision repair industry started in a roundabout way, he explained. “I was a mobile glass guy and one of our customers was Mathews-Carlsen,” he explained. “When I was working there, I started getting to know the people at the shop and I really liked the vibe there. So, when they started looking for an estimator, I seized the opportunity and got

32 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

Ed Attanasio is an automotive journalist based in San Francisco, California. He can be reached at era39@aol.com.

the job. I have been here now for 18 years and it’s been a great experience.” Originally established in 1955 by Carl Carlsen of Carlsen Motor Group, the shop later changed to MathewsCarlsen Body Works when Marshall

the shop’s head painter for several years. J.R. and Marshall worked together here for 25 years until Marshall’s passing in 2003. Today, J. R. Montelongo and Marshall’s wife Nancy Mathews co-own and operate the shop. The shop is well-known for repairing a wide range of luxury brands, including Audi, Volkswagen, Volvo, Porsche, BMW and Mercedes, but they will work on any type of vehicle as well. Are there any notable similarities between Spencer’s day job and his musical career? “Not really, but I do tell people that writing estimates To become a better guitar player, Spencer completed the is easy compared to writing online educational program at Berklee College of Music, lyrics,” Spencer explained. which he called one of the toughest things he’s ever done “Other than that, the body Mathews was brought in as partner. shop business and the music business When Carl Carlsen retired in the early don’t have a lot of things in common, 1980’s, Marshall partnered with J. R. although writing a good estimate takes Montelongo who had been working as knowledge, training and practice and

getting good at playing guitar requires the same.” To become more than just a casual musician, Spencer decided to attend the online educational program provided by the renowned Berklee College of Music. “I needed to get better, so I took their certificate program, consisting of five 12-week courses. I did the classes in the evenings after work and it was probably one of the toughest things I’ve ever done. It made I-CAR look easy compared to this intense program.” Don’t underestimate this estimator, because when Spencer decides he wants to do something, he rocks on. To audition for Bradford, the process wasn’t exactly easy, to say the least. “I saw an ad on Craigslist looking for a new guitarist, so I responded,” he said. “The auditions were up in Marin, a two-hour drive from my house. They sent me three songs to learn and I had to do in two days. I practiced non-stop until the day of the audition.” When Spencer showed up at the auditions for the band’s newest guitarist, the guys in the band were surprised and impressed. “They didn’t think I would come, because of the distance, plus it was a school night,”

Spencer explained. “As I was waiting to audition, I could hear the other guitarists in the other room and I realized that they weren’t playing the songs correctly. Wow, I thought—I might just have a shot!” After playing one song for the band, Spencer was in. “They looked at each other and said, when can you start? I was excited, because I was

several times every month, in San Jose and San Francisco primarily, because those are the hottest places in the Bay Area to perform, according to Spencer. Bradford’s music has been described by critics and insiders as a mixture of “The Eagles and Pearl Jam” and their lead singer Bret Bradford’s voice has been compared to Bob Seger’s. Peter Berghammer recently wrote this about Bradford: “Based out of San Francisco, Bradford has consistently produced music that pushes the rock genre out of oppression into a real world setting. Their fresh take on rock combining a fusion of sounds and influences has set them apart as one the premiere rock bands of this generation. The combination makes for driving guitar riffs, Bradford’s music has been described by critics and insiders melodically haunting vocals, as a mixture of “The Eagles and Pearl Jam” intense rhythms and beautinow the member of a really good fully crafted songs.” band, which was my goal from the beTim Bednarz, a local music ginning.” In addition to Spencer, the critic, former lead singer for several band’s members include Bret Brad- bands and the host of a popular South ford (vocals); Mark Randall (guitar); Bay podcast called C.O.A.R (Creative Scott Garbutt (bass) and Bill MorOriginal Artists Rock), is a big suprissey (drums). The band plays live porter of the band. “The music indus-

try has changed and the old days of getting signed by a big label are pretty much over,” Bednarz said. “Bradford has self-produced three albums and that’s the way bands are doing it now. Their songs and the lyrics are really memorable and Bret Bradford is a great front man. The band is musically tight and they have developed a following, so if they keep plugging away and playing live as much as they can, who knows what the future can hold for this band.” In other music projects, Spencer is working with another collision lifer who he met online by chance. “I am starting a blues project with a new friend, Bryan Ashworth,” he said. “I met him through the music network and found out that he is a body technician who works in Tracy, CA for a shop. We’ve become very good friends and we’re excited about this project.” Doing estimates and overseeing a staff of 20 at the shop during the day and practicing his music and doing gigs in the evenings makes for a busy life, but Spencer loves it all. “I wouldn’t do it any other way,” he said. “Creating music and playing it for people— what’s better than that?”

www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 33

The Unexpected Results of Creating a ‘Safe’ Culture by Stacey Phillips

better working environment, it will help your bottom line by reducing costs and assisting with the recruitment and retention of employees.

Mention the word safety in a collision repair shop and most employees think of wearing eye protection, putting on gloves and steel-toed boots, and using a Reduce Costs 1) Fines respirator. As of August 2, the OccupaKyle Holt, president of S/P2, said that true safety goes tional Safe-ty & Health Adbeyond bodily harm. During ministration (OSHA) the NACE CARS Expo & increased its fines by about 80 Conference, Holt talked to atpercent. What used to be the tendees about the benefits of maximum of $70,000 for a creating a safe culture for your willful violation has increased business. In his presentation, to $124,709. “Many shops Kyle Holt he stressed the importance of can’t even handle a $15,000 addressing everything that affects how fine,” said Holt. “That would be enough people feel about how safe their work to close the doors for some shops so environment is. This includes various don’t get yourself in trouble.” hazards, pollution prevention, bullying, 2) Medical Insurance workplace violence, harassment, and diversity. Since 1992, Holt said health insurance “A culture of safety must account premiums have increased 182 percent for the protection of the physical, menwhile wages have increased 50 percent. tal and emotional health of the employ“When an incident happens, those medees, customers, vendors and community ical insurance premiums go through the roof,” he said. “Dropped coverage or you serve,” said Holt. When creating this type of culture, lack of coverage really hurts you when you are doing retention or recruiting beeveryone in the shop needs to get involved. The first step is to recognize cause nobody wants to work at a place health, safety, and environmental conwhere they are not going to get covered cerns. He encouraged employers to crein some way.” ate a plan of action and then follow up 3) Liability Insurance with training. It’s also crucial to continProperty and Casualty coverage rates ually track and report progress. Holt said this will not only foster a have also increased. Some shops are no

ASA-OH Networking Event Also Provides Legislative and Air Quality Updates

On Tuesday, June 14, the ASA-OH hosted a Central OH Networking Event, which provided an opportunity for association members to get to know one another in addition to offering some educational information. “We had over 30 automotive service professionals in attendance,” said Matt Dougher, executive director of ASA-OH. “ASA Ohio’s Legislative Consultant discussed key issues facing the independent service repair industry. Todd Nein of the Ohio Air Quality Development Authority discussed programs available to independent collision shop owners who want to make improvements to their facilities that will improve air quality.” The event, designed as a networking opportunity for automotive service professionals, met the association’s expectations in terms of content and attendance. “Our networking

events are very important to the industry because they provide an opportunity to network and learn from each other,” Dougher stated. “The automotive service professionals appreciate the opportunity to network in order to share and learn from one another. They are always interested in what is happening in the state legislature and how it affects their business. Lastly, the attendees appreciated learning about the Ohio Air Quality Development Authority program that financially assists small collision shops to install a more environmentally friendly and efficient paint booth.” The next Central OH Networking Event will be held in September. “We plan to invite area high school and college auto instructors to discuss and share information on how to attract more qualified automotive service technicians to the industry,” Dougher said.

34 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

longer able to get coverage due to incidents, even small ones. This can affect DRP relationships. “If you don’t have property and casualty coverage on your shop, you are not going to get on one of the top insurance company’s DRPs,” said Holt. “Now you have fewer cars coming to your door, and that hurts the bottom line as well.”

4) Lawsuits One significant lawsuit can be enough to put a shop out of business. “Typically, a lawsuit comes in connection with fines or other expenses, adding multiple layers of expenses and legal challenges for shops that haven’t made safety and compliance a priority,” said Holt.

5) Business Interruption & Downtime Interruptions in your shop are one of the hidden costs of an unsafe work environment. In addition to paying worker’s compensation, delays and downtime can negatively affect business. Recruiting & Retention 1)

Your reputation precedes you

Holt said the number one problem now facing this industry is the shortage of technicians. “When shops are trying to recruit and don’t have a good reputation, it makes it very difficult to find the employees needed,” said Holt. Word travels fast when there is a problem at your business and technical schools aren’t keen on placing students in shops that are unsafe or poorly run.

2) Retain key employees Employees want the assurance they are working in a safe environment. “If you have the kind of culture that encourages and promotes the safety and the wellbeing of the employees, you’re more likely to retain and find the people you need,” said Holt. There are many benefits of implementing a safety culture at your shop. “When it comes right down to it, it’s the law, we have to protect people’s safety and it affects the lives and livelihoods of those who are working the back shop,” said Holt. “It’s just the right thing to do—to create this kind of a culture.” For more information, contact Kyle Holt at 888-241-8332 or kyle.holt @sp2.org.

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Hu n t svil le

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800-264-1739 256-382-3759

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South Motors Honda

FL O RI D A

AutoNation Honda Clearwater Cle a rwa t er

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800-232-1098 561-844-8089

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Rick Case Honda Davie

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Headquarter Honda C l e r mo nt

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AutoNation Honda Hollywood

800-497-2294 407-395-7374

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Braman Honda of Palm Beach

S ne ll vi ll e Dept. Hours: M-F 7-7; Sat 7-6 gperkins@careypaul.com

Hendrick Honda Bradenton

Ed Voyles Honda

877-706-2021 941-752-2123

M ar i e tta

800-334-3719 770-933-5870 Direct

Dept. Hours: M-F 7:30-7; Sat 8-4 Kris.kitzman@hendrickauto.com

Dept. Hours: M-F 7-7; Sat 7-6 hondaparts@edvoyles.com

888-479-0695 561-966-5185

Hendrick Honda Daytona

Gerald Jones Honda

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Dept. Hours: M-F 7:30-6; Sat 8-4 Hondadaytonaparts@hendrickauto.com

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Honda Mall of Georgia Bu f ord /G win net t

678-318-3155 Dept. Hours: M-F 7-7; Sat 7-5 cdunlap@penskeautomotive.com

Milton Martin Honda Gain esv ille

770-534-0086 678-989-5473 Dept. Hours: M-F 7:30-6 robertthomas@mmhonda.com

Nalley Honda

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Dept. Hours: M-F 8-7; Sat 8-5 pepe.guevara@headquarterhonda.com

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Patty Peck Honda Rid g elan d

800-748-8676 601-957-3400 Dept. Hours: M-F 7:30-6; Sat 8-5 pmartin@pattypeckhonda.com

A CUR A AL AB A M A

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Dept. Hours: M-F 7-7; Sat 8-5 Cecil.adams@duvalacura.com

Dept. Hours: M-F 7-6; Sat 7:30-6 kmcmillan@jacksonacura.com

Dept. Hours: M-F 7:30-6; Sat 8-2 Tim.johnson@acuraofsavannah.com

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Nalley Acura

F or t L a ude rda le

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FL O RI D A

Acura of Orange Park J ack so n vi ll e

888-941-7278 904-777-1008 Dept. Hours: M-F 7-8; Sat 7-5; Sun 9-3 msweeney@acuraoforangepark.com

36 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

Southern Motors Acura

N O . CA RO L IN A

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Dept. Hours: M-F 8-7; Sat 8-5 fox@hallauto.com

Wolfchase Honda

Hendrick Honda Woodbridge

Dept. Hours: M-F 8-5; Sat 8-4 appletreeparts@hotmail.com

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855-893-8866 919-425-4711 Dept. Hours: M-Thu 7-11; Fri 7-6 Sat 7-5; Sun 11-5 www.southpointhonda.com

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800-277-7271 704-552-1149 Dept. Hours: M-F 7-7; Sat 8-5 rob.thomas@hendrickauto.com

Leith Honda Ra le ig h

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McKenney-Salinas Honda G as t on ia

888-703-7109 704-824-8844 x 624 Dept. Hours: M-F 7:30-5:30 parts@mshonda.com

Metro Honda I nd ian Trail

866-882-9542 704-220-1522 Dept. Hours: M-F 6:30-6:30; Sat 7-4 www.copytk.com

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800-264-4721 865-970-7792 Dept. Hours: M-F 7:30-6:30; Sat 7:30-5 parts@airporthonda.com

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Dept. Hours: M-Fri 7-6 Sat 8-5; Sun 10-4

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800-849-5057 864-375-2082

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703-690-7777

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800-446-0160 804-672-8811

800-564-9836 804-414-1960 Dept. Hours: M-F 8-7; Sat 8-4 rreese@i95honda.com

Dept. Hours: M-Thu 7:30-6:30; Fri 7:30-6; Sat 8-3; Sun 11-3 wbhonda@aol.com

Duncanâ&#x20AC;&#x2122;s Hokie Honda C hr is tia n burg

800-979-9110 540-381-3200 Dept. Hours: Mon-Fri 7:30-5:30 Sat 8:00-5:00 rthompson@duncanauto.net

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800-824-1301 865-218-5461 Dept. Hours: M-F 7:30-6 rossd1@autonation.com

VI RG INIA

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Ch a r lo t t e

Woo d br i dg e

800-768-6824 704-566-2288

800-355-2818 703-550-0205

Dept. Hours: M-F 7:30-6; Sat 8-5 justin.taylor@hendrickauto.com

Dept. Hours: M-F 7:30-5:30; Sat 8-3 coreythompson@radleyautogroup.com

Leith Acura

Radley Acura

Ca r y

F a l l s C hu rch

800-868-0082 919-657-0460

800-550-5035 703-824-5785

Dept. Hours: M-F 8-6; Sat 8-4:30 parts@leithacura.com

Dept. Hours: M-F 7:30-6:00; Sat 8-6; Sun 10-5 jimgraf@radleyauto.com www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 37

Auto Body Fumes a Frequent Complaint in San Diego [Consumer Article] by Ingrid Lobet, inewsource.org

In San Diego’s Lincoln Park neighborhood, a report came in—fumes from spray paint and thinner so thick the caller had problems breathing and was going to pass out. In Spring Valley, a resident said an auto body shop was painting in a small room with no exhaust filters. Neighborhood children were getting sick.

Lemon Grove Truck Body & Equipment is one of several body shops at 8373 and 8377 Broadway. They have received more air complaints than any other auto paint operations in recent years. Credit: Ingrid Lobet, inewsource, July 21, 2016

Just outside Lemon Grove, Eric Drayner said he raised objections for years about a shop on the other side of the wall in his backyard. The problem is not going away. “We gave up complaining,” Drayner said. “It doesn’t help. I’m getting

close to retirement. When I retire I’m leaving.” The civil engineer said the value of his property was diminished, and that his neighbors, aggravated and exhausted, also gave up and moved out. From Oceanside to National City, Escondido to Chula Vista, complaints about fumes emanating from car painting operations are among the most frequent reported to air authorities. An analysis of records by inewsource shows more than 10 percent of air complaints in San Diego County cite auto and truck painting, with 224 of some 2,100 complaints made between January 2013 and April 2016. The Environmental Health Coalition, one of nation’s oldest groups devoted to urban environmental health, has long worked in National City. Research Director Joy Williams said the issue is “a big part of what we have heard from residents.” Some of the shops receiving complaints are well-established. Others are makeshift spray booths. The county Air Pollution Control District has primary jurisdiction over air quality issues in the region. The district’s Robert Kard refused requests

air pollutants,” said Alison Davis, a senior adviser for public affairs in the agency’s air office. The rules defined a shop as anyone taking money for painting cars or painting more than two vehicles a year. It required enclosed spray booths and controls on how workers clean their tools to reduce the release of solvents. But chemicals that people ought not be exposed to are still used in auto body work. Common solvents are xylene, acetone, alcohol, and sometimes NMP, said Charles Complaints received by the San Diego Air Pollution Corcoran, supervisory enviControl District 1/2013 through 4/2016 ronmental scientist at the an auto paint shop, Kard wrote, they state Department of Toxic Substances Control. NMP, or N-methyl-pyrrolilook at the coatings to make sure only modern, waterborne products are used. done, is considered a reproductive Several people interviewed spoke hazard by the California Department of positive change in the industry as it of Public Health, meaning it may be has moved away from solvent-based dangerous for babies in utero. Acetone can cause dizziness and irritate the paints. nose, throat, lungs and eyes. Both xyChanges are also a result of U.S. Environmental Protection Agency rules lene and NMP have limits on their use that went into effect in 2010 and 2011 in San Diego County, the district wrote. The district also exempts some because “these shops can emit a type of small shops from the federal requirepollution called air toxics or hazardous for an interview. In an email he said inspectors routinely canvas neighborhoods for unpermitted businesses of any kind and also respond to complaints in a timely manner. Any time they visit

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ment for an enclosed spray booth, it said in an email. On a case-by-case basis it decides whether exhaust air must be filtered. Environmental Protection Agency rules require spray booths to have filtration systems that are 98 percent efficient. The district’s practice may be illegal. “A local government or jurisdiction is not allowed to make exemptions for auto body shops,” Enesta Jones of the EPA wrote. “The federal rule reflects the minimum acceptable standards for auto body shops in the United States.” No address in San Diego County received more vehicle painting complaints in the last three years than the one behind Drayner’s home on Broadway in Lemon Grove, with more than 60. “One, two times someone has come out here,” he said of the air authorities. “‘Gee, we don’t smell anything now. We’ll take some samples.’ Well, of course not, you came out here the next day. They’re not real responsive.” The Air Pollution Control District provided records showing it has issued 10 violations at the address since 2013, carrying fines totaling $2,650.

Those fines were all issued to one of several body shop businesses operating at 8373 Broadway. Air authorities say two of the violations are recent, from 2016, so fines haven’t been assessed yet. One of the owners of Lemon Grove Truck Body, Omar Zamora, said he believes some of the complaints are wrongly attributed to his businesses.

Lemon Grove Truck Body is the subject of dozens of complaints about fumes, but Omar Zamora, an owner, says some are erroneous, and rightfully should name other body shops at the address. “There’s like six shops here,” he said

“We try to keep the noise and smells down, but there’s only so much we can do,” he said, noting apartments just a few feet away. David McClune, executive director of the California Autobody Association, said most businesses try to prevent or remedy any disturbance to neighbors. He urged anyone who suspects an unlicensed operation to contact

the California Bureau of Automotive Repair. The bureau also dispatches inspectors to consumers’ homes or workplaces when a repair may have been done incorrectly. David Winkowski, a program supervisor in the San Diego office, said the complaint may be that someone is painting out in the open in a residential neighborhood. “I will send a rep out to let them know the area is not zoned for auto body repairs and they need to take it out of there,” he said. Maria and Thomas Hughes in Chula Vista say that is the situation they have endured for years—a neighbor sanding and painting multiple vehicles on the front patio. Their street is residential. Thomas Hughes said at one time nine Volkswagens were in the front yard. “Now they’ve got a tow truck over there.” “We got old working so that we could rest a little at home,” Maria Hughes said in Spanish. “But we can’t even go outside, so what good is it?” She said various authorities including the city of Chula Vista have observed the activity but done nothing. The owner of the property on Emerson Street, Eva Sanchez, denied

that family members do body work on other people’s cars for pay. “There is no business here,” Sanchez said, identifying four of seven cars as belonging to relatives. Her son, her son-in-law and her brother-in-law, she said, simply “like to work on cars.” Comments and questions can be directed to Ingrid Lobet at ingridlobet @inewsource.org.

Paint complaints Chula Vista: “Business is painting cars with visible paint overspray that is also causing odors. Happens 7 days a week” until 8 p.m. – November 2015 City Heights: “Complains of ‘painting fumes’ and ‘smell that’s just killing us’ from a nearby auto [body] shop.” – February 2015 Southeastern San Diego: “Complainant can see paint coming from the business during business hours. The paint coats nearby homes, cars and businesses. The complainant can also see paint coming from a vent in the shop into the air.” – January 2016 Vista: “They are constantly grinding and painting car parts, told them to stop, but they continue. Seems they’re running a body shop in a residential neighborhood.” – February 2016

www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 39

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Audi of Charlotte Matthews 877.217.9603 704.815.2782 Fax M-F 7:30am-6pm bbivens@drivedag.com www.audiofcharlotteparts.com www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 41

Shop Strategies with Stacey Phillips

Hard Work, Dedication and a Passion for Collision Repair Help Female Student in SkillsUSA Contest A few years ago, Alicia Grauberger spent the summer working at her father’s body shop in Colorado, Tim’s Paint and Body. She said it was such a rewarding experience that she decided to get involved in the collision repair industry. “I instantly fell in love with making vehicles look as beautiful as they once did either before a wreck or after years of wear and tear,” said Alicia. In December 2015, the high school senior began working at Concept Auto Body in Fort Morgan, Colorado. While there, she trained for the SkillsUSA competition, held in Louisville, Kentucky, in June.

Community College in northeastern Colorado, where she learned collision repair skills such as welding, basic structural knowledge, dent repair, priming and painting. She graduated this year with a certificate in collision repair. Her father and instructor, Tim,

been an amazing experience,” said Alicia. “My dad pushes me to be better with my skills and helped mold my work ethic. “He gives the necessary assistance, while knowing when to let me (and his other students) obtain quality

has worked there for 28 of the 30 years he has taught collision repair. “Both as a dad and her instructor I could not have been prouder of her performance, because it is not just what she did but how hard she was willing to work for it and that is what winners are made of,” said Tim. “She will win at whatever she sets her mind Alicia Grauberger will be attending Northto. eastern Junior College in the fall and work “Her skills in frame repair analytoward earning a business degree sis as a high school student are the This was the second year Alicia best I’ve had in all my years teachtook part in the event. Last year, she ing,” said Tim. “She definitely is one placed first in the regional competition the hardest workers I have ever had in and earned a second-place award durmy classes.” ing the state contest. This year, she Alicia’s main responsibilities came in first at both the regional and while working at Concept Auto Body state levels. SkillsUSA consists of metal included tearing down cars through repair, plastic repair, estimatthe blue print process and ing, a written test, structural some light body work. analysis, parts identification, Shawn Rigli, one of the lead and welding. technicians in the shop and “When I placed fourth also a graduate of Morgan in the nation, I was extremely Community College, helped disappointed in myself,” said Alicia prepare for the contest Alicia. “I know looking back and learn how to use a frame High school at the contest there were measuring system. “I think it graduate Alicia things I could have done betreally helped her,” said ReaGrauberger ter, but I will use the experigan. “She was actually very competed in ence to work harder for my hands-on, worked on a lot of the SkillsUSA competition held next chance.” different cars and I think it in Louisville, KY, “I thought it was awehelped her with her estimatin June some that she came in fourth,” ing.” said Tom Reagan, the owner of Con“In my preparation for Skillcept Auto Body. “Alicia is really an ex- sUSA, I studied long hours out of the ception to any student I have ever textbook on suspension and structural worked with before. You don’t see a analysis, as this is part of our gradulot of women in this field but she was ate-level curriculum,” she said. She just really great to work with.” also practiced welding and fixed a few Two years ago as a high school fenders with her dad by her side. junior, Alicia enrolled in Morgan “Taking classes from my dad has

results through struggling. This gives you the ability to solve your problems when out in the work field. All in all, I never felt like I was treated differently from his other students.” Working on a variety of vehicles from big pick-ups to small cars, Alicia said her favorite part of the job is the accomplished feeling of watching

“I enjoy estimating; however, as long as I can swing a hammer and sand some filler, I want to be in the back of the shop working on the cars,” — Alicia Grauberger

42 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

a vehicle enter the shop wrecked and then watching it leave as if there never was a wreck. “Additionally, I love the amazing environment upheld at Concept Auto Body and the great people who make up that genuine atmosphere,” said Alicia. Her most memorable project so far is restoring her own vehicle at Morgan Community College—a 1976 Mustang II Cobra. “I learned a ton of skills on this car from working with rust and putting a quarter panel on to priming/blocking and painting,” she said. In the fall, Alicia will attend Northeastern Junior College and work toward earning a business degree while also playing softball as a catcher. Once she completes her degree, she plans to return to Morgan Community College to finish the collision repair graduate level program. See Female Student, Page 60

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National Associations

Ed Attanasio is an automotive journalist based in San Francisco, California. He can be reached at era39@aol.com.

NABC Gives Away Five Vehicles at NACE | CARS Conference & Expo with Ed Attanasio

Three military veterans and two single parents were honored for their service to our country and for their commitment to their families respec-

tively, as each received keys to free cars donated as part of the National Auto Body Council’s (NABC) Recycled Rides™ program, now in its eighth year.

The five vehicles were presented to worthy recipients during the twoday NACE | CARS Conference & Expo in Anaheim, CA during two separate presentations on August 11 and 12. Recycled Rides is a national program in which collision industry companies team up to repair and donate vehicles to individuals in need. The families were nominated by non-profit charitable organizations in the southern California area. Since the inception of Recycled Rides in 2007, more than 1,500 vehicles valued at over $12 million have been donated across the country. NABC National Director Chuck Sulkala, who has been emceeing car giveaway presentations through the Recycled Rides program since day one, once again opened the ceremony with some remarks. “We have lot of heroes in this industry and a lot them are here today,” Sulkala said. “The gift

44 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

of transportation empowers and motivates our recipients and gives them a fighting chance in life. Recycled Rides has given us a great eight-year run and it is gaining momentum all the time. Body shops and their technicians and the insurance companies contact

isfying. Just look at those smiles!” The five recipients of this year’s 2016 NABC Recycled Rides at NACE | CARS Conference & Expo included: Travis Steele was an Army reservist living in Arizona who was called back in 2015 to active duty in Ventura. With California housing costs completely out of reach for the family, his wife and four children (and one due in September) stayed behind in Arizona. When his old car broke down and repairing it would cost more than the value of the vehicle, his ability to visit his family was hampered significantly. John Munoz, an Army veteran, received a 2014 Nissan Nominated by Support The Sentra donated by Hertz and repaired by MAACO Lake Enlisted Project (STEP), Forest as part of NABC’s 2016 Recycled Rides program Steele received a 2013 Dodge us all the time and say, ‘Hey, how can Caravan donated by Insurance Auto we get involved?’ And we show them Auctions and repaired by Pacific Elite the way because giving back is so sat- Collision in Torrance, CA.

pleting his savings. His car had become his home until it was stolen while he was in the hospital. Nominated by the U.S. Veterans Initiative, Munoz received a 2014 Nissan Sentra donated by Hertz, repaired by MAACO of Lake Forest, CA. Munoz could not stop smiling while he sat in his Sentra. Army Reservist Travis Steele received a 2013 Dodge “Wow, what a gift,” he said. Caravan after being nominated by Support The Enlisted “If you had told me a year ago Project (STEP). The vehicle was donated by Insurance Auto Auctions and repaired by Pacific Elite Collision in that someone would give me Torrance, CA a beautiful car, I would have said, ‘No way.’ I’ve had some Steele’s completely refurbished van will immediately improve his bad luck, but this will help me so life in many ways, he explained. “It is pretty amazing to know that the people at Insurance Auto Auctions and Pacific Elite Collision gave us this vehicle. They did not know us, but yet they are willing to do such a compassionate thing for us—I’m speechless.” John Munoz, an Army veteran, had a 10-year-career Single mother Lisseth Lopez received a 2013 Honda at McDonnell Douglas until Accord donated by State Farm and refurbished by Platinum he broke his back, leaving Collision Centers in Los Angeles after being nominated by him unable to work and de- Family Promise South Bay

much, I can’t even tell you.” Lisseth Lopez, a single mother and home health care provider, is devoted to raising her 15-year-old daughter, who is an outstanding student.

cialist. He currently endures two-hour bus rides from Santa Ana to the VA Hospital in Long Beach and has been told he needs to increase treatment up to five times a week. Nominated by the U.S. Veterans Initiative, Lewis received a 2012 Mazda S donated by GEICO and repaired by Fix Auto of Tustin, CA. “This car will save me so much time; you can’t understand the impact of this car,” Lewis said. “People don’t know what it means not to have reliable transportation until you lose it. Oh yes—I am going to pay NABC National Director Chuck Sulkala emceed the this kind gesture forward— Recycled Cars presentation for his eighth year in a row count on it.” Lopez can now get rid of her unreliable Destiny Bracamonte, a single 2001 Nissan Pathfinder with 300,000 mother holding down two jobs to supplus miles on it. She was nominated by port her family, is always on the road, Family Promise South Bay and retaking her children to school and to ceived a 2013 Honda Accord donated their other activities. Her current tired by State Farm and refurbished by vehicle breaks down often and is highly unreliable, so now she can say Platinum Collision Centers in Los Angeles. goodbye to it forever. She was nomiFrederick Lewis, a Marine vetnated by The Sheepfold and received eran, suffers literally every day from a 2011 Honda Accord donated by Alldisabilities related to his years as a state and repaired by Service King mortar, ammunitions and gunner spePlacentia.

www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 45

PPG Shines at the Goodguys Nationals PPG Industries took a starring role at the 19th annual Goodguys PPG Nationals held July 8–10 at the Ohio Expo Center in Columbus. The annual PPG Dream Car award winners were named and a PPGpainted car took Street Rod of the Year honors. In addition, PPG’s DITZLER® DSC5250 Sa-tin Clear Kit won the inaugural Best New Product award in the Paint & Car Care Products category. The PPG Dream Car awards are given to the two cars or trucks that best exemplify the outstanding use of color, design, gloss and execution in a paint job. According to PPG, the accolade is highly prized, and custom

Dream Car winner 1929 Ford Model A

custom blue can-dy tints. S & M Auto Body painted the car, and Jerome Borris did the complex art work and graphics. Pienta also did most of the work on his Olds 442 in his garage workshop. He gave the coupe a complete frameoff restoration to 1971 specs. The car features a rare and powerful W-30 engine/drivetrain option, making it a genuine example of a ‘70s-era muscle car. To ensure the car’s authenticity, Pienta made sure to match the car’s original color—Matador Red. He painted the 442 himself in a homemade spray booth using PPG’s Deltron brand DPLF Epoxy Primer, DPS 3055 V-PRIME® Acrylic Urethane Primer Surfacer, DAS 3025 VSEAL® Acrylic Urethane Sealer, red DCC Concept SingleStage and DCU 2021 Urethane Clear. The Street Rod of the Year award went to a 1939 Oldsmobile, “Olds Cool,” painted by Charley Hutton and owned by Billy and Debbie Thomas of Corpus Christie, Texas. The Street Rod competition is open to all cars through the 1949 model year. Hutton gave Olds Cool a standout finish. To give the car the exact appearance he wanted, Hutton used an array of PPG products including Vibrance Collection VP2050 High Build Primer, ENVIROBASE® High Performance waterborne basecoat and ECS Sealer, GLO- BAL REFINISH SYSTEM™ D8152 Performance + Glamour Clear-coat and a special cus-

car painters and builders work hard to stand out from the crowd. This year, two exceptional cars earned that distinction: a 1929 Ford Model A owned by Dale Spangenberg III of Willoughby, Ohio, and a 1971 Oldsmobile 442 convertible owned by Ed Pienta of Wilkes-Barre, Pennsylvania. Spangenberg turned his Model A into a classic street rod: chopped, channeled and powered by a potent Pontiac 389 engine. He did most of the work himself, along with Bill Evans and John Labbato through Spangenberg’s company, E & J Pre-cision Fabrication. The car features an exotic Dream Car winner 1971 Oldsmobile 442 multi-toned blue finish. The tom mix of tints and toners to achieve look was a-chieved using several PPG DELTRON® products including K38 the unique “Kona Brown” finish. High Build Primer Surfacer, DBC Winning the Best New Product 2000 Basecoat, DMD1696 Coarse Sil- award with the Vibrance Collection ver Dollar Aluminum and DMD650 DSC5250 Satin Clear Kit was also a Sparkle Aluminum Toners, and DCU- notable achievement for the Automo2021 Urethane Clear along with sev- tive Refinish business unit. The kit eral VIBRANCE COLLECTION® features a quart of VC5250 Ditzler

46 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

Satin Clear and a half pint of VH7250 Ditzler Satin Clear Hardener. Using advanced PPG technology, the lowgloss custom clear delivers a smooth and uniform satin finish with superior mar resistance. It can be used on ac-

Street Rod of the Year 1939 Oldsmobile

cent stripes, hoods or the entire vehicle and gives custom car builders more choices and possibilities in their designs and paint schemes. In addition, DSC5250 Satin Clear is fully compatible with PPG’s Vibrance Collection brand paint system and is compliant in all North American regions.

Goodguys is one of the world’s largest rod and custom associations, with more than 70,000 active members. The three-day PPG-Goodguys event displayed more than 6,000 custom cars and trucks and attracted more

than 75,000 auto enthusiasts. The organization produces automotive events across the country, including the national show in Columbus, Ohio. PPG is the official paint supplier to the Goodguys Rod & Custom Association. To learn more about PPG products, visit www.ppgrefinish.com.

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Media and Publicity for Shops

Ed Attanasio is an automotive journalist based in San Francisco, California. He can be reached at era39@aol.com.

How Do You Get the Customer from the Street to the Shop? with Ed Attanasio

This scenario probably happens literspeaker on this topic. “When I did my ally every other minute at body shops very first presentation for a large colall over the country. A person has been lision repairer several years ago, they in an accident, which means they’re told me that their biggest concern was either 1.) Embarrassed or 2.) Just plain how to convert a potential customer to mad. If they caused the accident, an actual RO,” Friedman explained. they’re probably the former and if “So that is when we started focusing they were the victim of one, more intently on the process they are justifiably the latter. and began devising best There aren’t very many inpractices to achieve their godustries out there where your als.” customer is already annoyed Too many shops don’t have before the process even bea plan or a strategy for when gins. potential customers call, and So the $60,000 question that’s where Friedman steps Nancy Friedman, is this—how do you get the in, she said. “When someone “The Telephone customer from the street to who has been in a collision is Doctor” helps body shops and the shop without losing them calling you, it likely means other automotive along the way? It’s not an that they are doing their due companies to easy thing to retain a potendiligence and they aren’t devise techniques tial customer with so many happy to be making that call. to get customers other forces out there workThat is when you need to from the street to ing against you, and every the shop. She will have your ‘arm around their be a presenter body shop knows it all too shoulder’ mentality and then again at SEMA well. There are three main ask them if are they okay. A this November. ways to lose a potential cuscar can be replaced, but peoFile Photo tomer between the street and ple cannot. We want to acthe shop: 1.) Steering by the insurance quire that customer, but we also want company 2.) Sold by another shop or to be compassionate.” 3.) Fumbling the initial call and turnReading the caller’s attitude and ing off the customer. surmising their state-of-mind quickly You’ve put a ton of work into is essential, so asking questions is just getting that customer to call you in the as important as providing information, first place, through marketing, netFriedman explained. “You can’t see working and more importantly, doing their face or read their body language, a good job, which leads to that covso asking questions about the individeted word-of-mouth. Large MSOs and ual and the accident is an ideal apsavvy independents see the value in proach to take. Most people enjoy doing whatever it takes to attract and talking about their lives, even if the retain that prospective client by estab- news is not exactly positive. So listen lishing large departments to make it carefully and act accordingly. If the happen. So why do too many shops person is willing to talk, let them talk, fail to put a major emphasis on snag- but if they’re more interested in findging that prospective customer during ing out about you and your shop, that initial call? that’s fine too. When you talk, you For sage advice about anything teach, and when you listen, you learn. that has to deal with the telephone, Either method can work in this scemany experts call upon Nancy Fried- nario, but you have to determine the man, “The Telephone Doctor” who is other person’s mood to be effective.” a nationally-recognized expert and There is a lot of money on the

line when the customer calls and the clock is running. “That initial phone call and the repair that will hopefully result from it is important to both parties, so you need to treat it that way, Friedman said. “Rapport-building is not always easy, especially if you need to do it in a tight timeframe,” she said. “You’re not going to get a second call. Establishing a bond with this individual is key and good phone customer service professionals do it naturally. I call it the ‘care gene’ and you can learn it, but it’s easier if it’s already in your personality.” Customers are skeptical just by nature and especially wary after getting into a car accident, whether it’s a serious collision or just a small fender bender. “You have to leave them thinking, ‘Wow, these people really do care,’ which is what they’re ultimately looking for,” she said. “Everyone has had a bad experience in some type of retail interaction; so of course, they’re

going to doubt you initially. That’s why you have to build a relationship with them and get them to talk about their feelings and their current situation.” Giving the caller some good-old fashioned sympathy while mixing in some education along the way is a winning formula for body shops, according to Friedman. “Consumer education in every aspect of automotive repair is essential and a great way to further connect with the customer. Many people don’t know what the difference between aftermarket and OE parts or realize that every shop will warranty their repair for as long as they own the vehicle. By taking a transparent approach and giving them all of the details and answers to all their questions, the trust builds and the customer feels more comfortable with your shop.” And that’s when you get that new customer from the street to the shop!

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Car-O-Liner Hosts Damage Analysis Course at NACE by Deana Cacus, Online Editor

Car-O-Liner hosted a course on Damage Analysis at the 2016 NACE | CARS Expo on August 12. The course was presented by Robert Hornedo, owner of Pacific Collision Equipment Co. Hornedo began the presentation by expressing his goal of condensing a four-hour presentation into a one-hour time slot and provided attendees with printed copies of the PowerPoint presentation slides. This way, any material that he could not cover due to time constraints could be read later at the attendee’s leisure. He then discussed the drive for lighter materials, stating that they are effectively standardizing higher MPG and safer vehicles. He also explained that the use of lighter materials has ultimately led to more difficult and complicated repairs. He showed crash test footage demonstrating that vehicles are being built to sustain higher collision impacts with less physical damage, but stressed that just because damage is not immediately visible does not mean that it isn’t present. Hornedo discussed the four types of damage: direct, energy

transmission, induced, and inertia and went over build tolerance by vehicle brand. Energy management was another area of focus. “The goal is to keep the impact away from the occupant area and to take it around the occupant area,”

Robert Hornedo (far right) visits the Car-O-Liner booth on the NACE | CARS Expo show floor after presenting a course on Damage Analysis on August 12, 2016

Hornedo said. He pointed out that advanced materials react differently to collision forces and that some areas of the vehicle are designed to absorb energy while other areas are designed to transfer energy. Much of his commentary was based on vehicle construction materials, and he provided several examples by brand and use of steel.

50 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

Regarding estimates, Hornedo’s presentation outlined ways to improve estimates and eliminate down time, which included the following points: ● Develop a repair plan ● Know the procedures of the repair ● Do not make up your own procedures ● We cannot crash test our repairs ● Follow OEM repair mandates and guidelines

Hornedo discussed the importance of scanning vehicles while writing estimates and went over the steps required in a damage diagnosis “visual quick check,” urging collision repairers to look for the following signs of structural damage and movement: body gaps, light assemblies, doors and hoods/lids, bumpers, glass, under hood, transmission, engine, frame, suspension and steering, and miscellaneous items that might indicate that previous repairs had been performed on the vehicle. “You can’t write an accurate estimate without knowing where the damage is,” Hornedo stated. “And you can’t write an accurate estimate without knowing how the vehicle is to be

repaired.” He explained that “training, training, and more training” of estimators, insurance personnel, body/frame techs, and owners was the key to accurate estimates and complete repairs. Elaborating on quality and accuracy, Hornedo stressed that “Every single pull, cut, weld, and replacement part must be of the utmost quality and must meet the manufacturer’s minimum requirements.” Hornedo highlighted how modern damage analysis is different from that of the past due to the increased complexities of today’s vehicles. He listed the benefits of modern vehicles as increased fuel economy, vehicle performance, and crash performance as well as a greater variety of user electronics. He listed the disadvantages as complexity of design, manufacturing costs, increased difficulty of repair, and an increase in the number of necessary diagnostics of collision-damaged vehicles. With this in mind, his presentation was summarized by his three pieces of advice for collision repairers: “Measure the entire vehicle, get the OEM repair methodology, and don’t forget about the energy management.”

Continued from Page 28

Annual Conference

“We’ll do our best to get the speakers’ messages out to all of our members who couldn’t make it, but you can’t possibly replicate the exchanges that occurred during the weekend. Each of our speakers and trade show representatives spent a fantastic amount of time answering members’ specific questions about their area of expertise, and I believe the benefit to our members who attended was outstanding.” Ward agreed that the 2016 Conference was a huge success. “Attendees enjoyed their time, learned a lot and were able to discuss many issues with the speakers and trade show representatives. We believe the event was a great success!” AAAS attributes the success of the conference to three key factors: members’ support, their network of sponsors, and the industry’s best speakers. “Our attendees are engaged and make the most of every opportunity presented,” Ward said. “The time spent at the conference just scratches the surface of the impact this program has. These folks take the information they

acquire and the relationships they build back to their businesses, creating a ripple effect felt throughout the association and the industry. We also have the best network of sponsors and trade show representatives, the majority of which have been around for many years, and they support us generously throughout the year and really step up to make our conference a success. Finally, we engage top tier speakers with valuable, timely and relevant information to share. “We are very fortunate to have such a unique and successful formula for our association and our annual conference. We find that with such engaged members and sponsors, our guest speakers find our group captivating and, in turn, learn a lot about our association. They tend to stick around and gain a special appreciation for our members and AAAS. It is truly a win-win situation. Of course, it doesn’t hurt to have a location like Sandestin!” Ward said. These type of association-sponsored events are designed to bring members together, provide networking opportunities and deliver the latest information about topics impacting their businesses and the aftermarket industry. “Through networking events and

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face-to-face contact, we are able to bring common issues faced by our membership to light,” Ward observed. “When we see what types of challenges our members are facing, we then fine-tune our efforts and are able to find resources to help them navigate their challenges. This is a continuous and dynamic process. The Board of Directors and association staff are always looking for ways to connect our members and their changing needs with the resources in our industry to help them sustain and grow their businesses.” AAAS looks forward to this annual event, and next year’s Annual Conference and Trade Show will be held June 8-11. Sponsors for the 2016 AAAS Conference and Trade Show included Federated Insurance, Merrill Lynch, BlueCross BlueShield of Alabama, CARQUEST, LKQ Corporation, York Risk Services, AAASEF, CMI LLC, Meadowbrook Insurance Group, N.A. Williams Company, Superior Financial Systems, Automotive Aftermarket Fund, Arrowhead General Insurance Agency, Carlisle Medical, Morgan Stanley, Safety National, and many others.

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OnSource Launches InstantInspection.com by Deana Cacus, Online Editor

OnSource, an information services company, has recently launched their InstantInspection app. The company’s mobile website, InstantInspection.com, allows property and casualty companies to conduct remote inspections by connecting their desktop to a smartphone camera. This enables the user to instantly share hi-definition pictures and videos required for insurance claims or underwriting with customers, partners, and field staff. InstantInspection creates a connection with the customer in real time, meaning that the inspector can take a picture that is instantly viewable on the customer’s desktop. This way, customer and inspector can discuss what they are seeing and collaborate on the inspection while it is occurring. The company aims to cater to customers of all generations by offering a variety of service options.

“Customers really expect a more technology-driven pro-cess,” said Tim Schneider, founder and CEO of OnSource. “The millennial generation, and even previous generations, want service and they want it now, and in a way that they can consume easily. So we’ve found that is the number one

value we can bring to the table: giving customers more convenient choices in how they get these inspections completed,” Schneider said. In order to serve customers who choose not to conduct the inspections themselves, OnSource offers field inspections through their network of more than 15,000 photo field inspec-

tors.

“There are still a lot of people out there who don’t want to self-serve; who aren’t part of that tech-savvy generation,” Schneider observed. “And for those people, we’ve got a nationwide network that will go out and capture the photos on the insurance company’s behalf.” According to the company, body shops may find InstantInspection particularly useful in instances where insurance representatives that have already completed an inspection request a supplement or need to conduct a re-inspection. Rather than waiting for an appraiser to arrive, the body shop can complete the inspection via smartphone and submit the information to the insurance company immediately. InstantInspection enables body shops to document this process by recording photo inspections and chat sessions. In addition to their auto inspection software, OnSource also offers apps for property and flood inspection. For more information, visit https: //www.onsourceonline.com/.

3rd YANG AAPEX Program

The Young Auto Care Network Group (YANG) of the Auto Care Association is hosting the third annual YANG@AAPEX Program during the Automotive Aftermarket Products Expo (AAPEX) on Wednesday, November 2 in Las Vegas, NV. Attendance is free and open to all professionals in the auto care industry under the age of 40. The program will include the YANG Town Hall, featuring “Your Career—Take Control, Move on Up Now” presented by professional coach Dana Manciagli from 3:45 p.m. - 4:45 p.m. at The Venetian Hotel, Marco Polo Room 706. Directly following, attendees are invited to attend the YANG-sponsored networking happy hour from 5 p.m. - 6:30 p.m. at LAVO in The Palazzo. Professional headshots free of charge are available to attendees on Wednesday, Nov. 2 from 10:30 a.m. - 3:30 p.m. in the Auto Care Association Member Center, Rooms 201203 in the Sands Expo Center. Membership is free and open to ACA members and non-members. For more information, visit www.auto care.org/yang or contact Courtney Hammer at 240-333-1067 or courtney.hammer@autocare.org.

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Autologic Demos Diagnostic Solution at NACE, Wins Three Stevie Awards by Deana Cacus, Online Editor

Autologic Diagnostics provided demonstrations of Autologic Assist, a cloud-based, vehicle-connected aftermarket automotive diagnostic solution, at the 2016 NACE | CARS Expo. Autologic Assist was designed to serve aftermarket repair shops, specifically those specializing in European vehicle repairs. The app offers data resources and diagnostics tools to shops as well as real-time remote access to a pool of more than 100 master technicians. Julio Rodriguez, lead software engineer, demonstrated the Assist technology at the Autologic booth on the Show floor. Rodriguez reported a 97.5% fix rate among 300,000 cases submitted to the company. According to Rodriguez, Autologic technicians have repaired more than 1,200 different models of vehicles throughout 120 countries using the Assist solution. “During NACE, Autologic had an opportunity to share the benefits of our Assist offering with the attendee audience, who are direct potential users of our cloud-based, vehicle-connected di-

agnostic solution,” said Jeremy Fry, CEO of Autologic. “We were able to use the NACE platform to show the at-

Julio Rodriguez, lead software engineer for Autologic Diagnostics, demonstrated the Autologic Assist technology on the Show floor at the 2016 NACE | CARS Expo

tendee community exactly how we can help them find fault and fix cars, fast.” Autologic recently announced that they received three Stevie® Awards in The 13th Annual International Business Awards. Autologic earned a Gold Stevie Award for Autologic Assist in the Best New Product or Service of the Year category for transportation; a silver in the Customer Service Team of the Year category, recognizing its Fault 2 Fix Vehicle Diagnostic Support team; and a bronze in the Mobile App - Utilities & Services category for AssistMobile. “We are honored to be recognized not only by the prestigious Gold Stevie, the highest award level in the program, but to also have ranked in three categories of the overall competition,” said Fry. “We are gratified that the judges recognized all components of what can now be known as our award-winning solution. “This acknowledgement is particularly fitting for our company – we operate internationally, from four offices worldwide and serve customers in 120 countries,” Fry continued. “It

is a testament to the efforts of all our employees around the globe, and we thank them for their contributions in helping us earn these accolades.” Nicknamed the Stevies for the Greek word for “crowned,” the awards will be presented to winners at a gala awards banquet at the Rome Cavalieri Waldorf Astoria Hotel in Rome, Italy on October 21. Stevie Award winners were determined by the average scores of more than 200 executives worldwide who participated in the judging process from May through early August. Details about The International Business Awards and the lists of Stevie Award winners are available at www.Stevie Awards.com/IBA. For more information on Autologic Diagnostics, visit www.autologic .com.

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tures have to play a role in what vehidustry, noting that “some people may had led to much debate at the three precles need to be scanned. He said the like it, and some people may not,” but vious CIC meetings. Stabler said the average age of vehicles his company committee has continued to revise the that it is a real and continuing part of insures is about nine years. document based on input it has received the lifecycle of the industry. he said, with $30,000 in annual soft“It doesn’t pass that iniHe asked, however, for a – including removing the reference to ware updates. These fees don’t include tial logical test [that all vehi“Class A” in the title – and will be postshow of hands of anyone repany of the training expenses that would cles need to be scanned],” resenting any of the four lar- ing the latest draft on the CIC website be necessary. Aftermarket tools are Marlow said. “I think we need (www.CIClink.com). Stabler said he gest multi-shop operations available for about $5,000, he said, but to work together to understand feels CIC should have reached consen(ABRA, Boyd/Gerber, Calgenerally don’t cover all vehicle funcmore about when it needs to sus on changes to the document some iber and Service King) among tions. be done, in what cases and on time ago, as more organizations now the CIC attendees. Not a sinThe alternative to in-house scanwhat cars.” gle hand went up. It may have launch shop certification programs. Randy Stabler ning pose challenges as well. OutsourcFormer CIC Chairman “This is my opinion as CIC Chairbeen they had not yet arrived ing the work to dealerships is generally Roger Wright suggested that the comman, but we missed an opportunity to as the meeting began or chose not to the most expensive option, both in terms mittee make a similar presentation at a identify themselves, but Stabler said he come together…on that sooner because of actual costs and cycle time delays, Property Casualty Insurers Association views the lack of their involvement at we’re now being confronted with a lot Rozint said. He also pointed out that meeting this fall, given that a $200 of other entities that are going to try to CIC as an issue. dealer networks don’t have the capacity scan charge would add 7 percent to the answer this question and come up with “The challenge here, and the reato handle all the collision-related scanaverage claim of $2,800. a minimum standard for us, and the inson that I bring it up for the CIC body, ning that will be needed. “For some of the top insurers, that dustry may or may not like it,” Stabler is because they are a part of our indusMobile technicians offer could be up to $500,000 or said. “And we may end up with multitry, and we need to have better particiscanning although generally $600,000 a day in additional ple standards. I think we really missed pation,” Stabler said. “That is one of the only in urban areas, Rozint severity,” Wright said. “The an opportunity on that.” challenges I hoped to address [as chairsaid. Remote scanning, where repairers can’t eat 7 percent, man] and was unsuccessful, but that I John Yoswick, a freelance writer off-site technicians scan vehiand an insurer would have to hope we as an industry can address.” based in Portland, Oregon, who has cles hooked up at shops via get rate increases across the Stabler also explained the lack of a been writing about the automotive inthe internet, may be “a great board to do the same thing. I presentation at the Anaheim meeting by dustry since 1988, is also the editor of solution, but it’s not inexpenthink we can work it out. We the CIC Definitions Committee; the the weekly CRASH Network (for a free Roger Wright sive,” Rozint said. And some had the same thing back in committee’s draft of revisions to CIC’s 4-week trial subscription, visit www calibrations of systems require the use the 1980s when we had to have 4-point long-standing “Minimum Recom.CrashNetwork.com). of targets or other procedures that can’t and 3-dimensional measuring systems. mended Requirements for a ‘Class A’ He can be contacted by email at be done remotely, he also pointed out. We got through that.” Collision Repair Facility” document jyoswick@ SpiritOne.com. CIC Chairman Randy Stabler said the committee’s work is timely More information needed Rozint said the scan tool manufacturand important. ers have until now focused primarily “I know that for every collision on the mechanical repair industry; the repairer and every insurer in this counMechanical Division of the Automotry, this particular issue is a burning THE DEALERS tive Service Association, for example, problem that needs to get improved,” BELOW ARE has developed a summary of OEM Stabler said. MERCEDES-BENZ scan tool information (http://scantool GENUINE PARTS SPECIALISTS. resource.com/ ). This means not all the Other News at CIC tools are designed to meet some of the In other news at CIC in Anaheim, Guy è USE GENUINE MERCEDES-BENZ PARTS. needs of the collision repair industry, Bargnes of Painters Supply and Esuch as providing printable documenquipment Company was named the VIRGINIA FLORIDA tation of scans and findings. next chairman of CIC, a selection Rozint said more parameters from made by previous chairs of the conferMercedes-Benz Mercedes-Benz automakers about which vehicles need ence. Bargnes has been an active CIC of Cutler Bay of Richmond to be scanned would be more helpful participant during his 18 years with Cutler Bay Richmond than blanket statements saying all veBASF and more recently since joining 305-567-3445 800-888-9753 hicles need to be scanned. He cited a Painters Supply in 2009. His term as 305-567-3434 Fax 804-755-9323 Fax shop owner he talked to who has one chairman will begin with the January M-F 7am - 7pm; Sat 8am - 4pm M-F 7:30am - 5:30pm alex.christie@mbcutlerbay.com mbwsparts@mbofrichmond.com shop that specializes in quick-turnCIC in Palm Springs, Calif., after Stawww.mbcutlerbay.com www.mbofrichmond.com around of light hits. That shop takes in bler completes his two years as chairand delivers 15 cars a day, he said. If man with the final CIC of 2016, being NO. CAROLINA scanning adds half-an-hour to every held November 1-2 in Las Vegas. job, the shop would need to add two Stabler kicked off the CIC meetMercedes-Benz of full-time employees to do nothing but ing in Anaheim, which attracted about Winston-Salem scanning. 325 attendees, by pointing out that he Winston-Salem “And guess what? They haven’t is the 16th CIC chairman, and that the 800-489-6537 fixed anything they’ve found. The time 16th U.S. President, Abraham Lin336-659-6004 Fax to repair anything they’ve found isn’t coln, described the nation as “a house M-F 7:30am - 5:30pm even included,” Rozint said. divided against itself.” Stabler said he www.mbwinstonsalem.com Clint Marlow of Allstate Insurviews consolidation as creating a diance agreed that vehicle age and feavision within the collision repair inContinued from Cover

CIC Focus on Scans

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56 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 57

Chief® Introduces Chief University Training Voucher Program Customers who purchase a Chief Goliath™ or Impulse - E/VHT™ frame rack; Vector™ or LaserLock™ computerized measuring system; or Chief MI-200T spot welder will receive a voucher good for two days of free training at any Chief University class.

recommended repair processes and the materials used to manufacture vehicles have changed substantially in the last few years, and technicians need training to keep up. Our new voucher program helps make additional training more affordable for our customers.”

Chief® introduces the Chief University Training Voucher Program: customers who purchase certain Chief frame racks, measuring systems or spot welders will receive a free voucher for two days of training at any Chief University training class

The voucher is valid for one year after equipment installation. “There’s not a body shop I go into these days where a repair technician doesn’t tell me how much he or she needs more training,” says Mickey Swartz, director of global product management for Chief. “This is indicative of how OEM-

Chief University offers training classes for technicians, estimators and insurance appraisers at locations across North America. A training voucher can be used for any Chief University course as follows: ▪ Two people can attend Aluminum Damage Analysis and Repair Technology

▪ One person can attend Design Based Repair, Computerized Measuring, Full Frame Analysis and Repair Planning, Unibody Analysis and Repair Planning, Advanced Frame Analysis or Advanced Steering/Suspension Analysis ▪ One technician can attend Structural Damage Analysis at the reduced price of $325.00

“The training voucher program was designed to enable a customer to easily choose the class that will be of greatest benefit to the shop or technician,” explains Swartz. “After equipment installation, the voucher containing a code number is issued to the shop. The shop owner, manager or technician can visit the Chief website to learn more about the classes, check the class schedule and register.” Chief training is certified by the National Institute for Automotive Service Excellence (ASE) for compliance with the Continuing Automotive Service Education (CASE) Standards. Most Chief University classes are approved for I-CAR credit hours through the ICAR Industry Training Alliance® program. For the most up-to-date schedule, course descriptions and to register, visit http://bit.ly/chieftraining.

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YANG@AAPEX Program Announced

The Young Auto Care Network Group (YANG) of the Auto Care Association is hosting the third annual YANG@AAPEX Program during the Automotive Aftermarket Products Expo (AAPEX) on Wednesday, November 2 in Las Vegas, NV. Attendance is free and open to all professionals in the auto care industry under the age of 40. The program will include the YANG Town Hall, featuring “Your Career – Take Control, Move on Up Now” presented by professional coach Dana Manciagli from 3:45 p.m. - 4:45 p.m. at The Venetian Hotel, Marco Polo Room 706. Directly following, attendees are invited to attend the YANG-sponsored networking happy hour from 5 p.m. - 6:30 p.m. at LAVO in The Palazzo. Professional headshots free of charge are available to attendees on Wednesday, Nov. 2 from 10:30 a.m. 3:30 p.m. in the Auto Care Association Member Center, Rooms 201-203 in the Sands Expo Center. Membership is free and open to ACA members and non-members. For more information, visit www.auto care.org/yang or contact Courtney Hammer at 240-333-1067 or courtney .hammer@autocare.org.

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National Auto Body Council Opens Nominations for 2017 Board of Directors

The National Auto Body Council (NABC) has announced that it is now accepting nominations for seven open seats for its 2017 Board of Directors. The deadline to submit nominations is Friday, September 2.

Current NABC Board members whose terms are ending this year that may also seek re-election include: Craig Camacho, the Designated Representative for Silver member, 3D Auto Body & Collision Centers

Elizabeth Clark, the Designated Representative for Diamond member, State Farm

Board candidates may be selfnominated or an industry professional nominated by three members of the National Auto Body Council (NABC). To qualify, the nominee must be either an individual member of the NABC or the designated representative of a company member. NABC Board members are elected for threeyear terms. All nominations must be submitted in writing. The election will take place at NABC’s upcoming Annual Meeting in November at the SEMA Conference in Las Vegas. Per NABC Bylaws, proxy voting and nominations from the floor are not allowed.

Bill Mayer, the Designated Representative for Diamond member, Insurance Auto Auctions

Anthony Natale, the Designated Representative for Diamond member, Dent Concepts Jeff Peevy, Individual Member

segments of the collision industry for leaders who are willing to invest the time and effort to help guide the organization in our ongoing efforts to promote community initiatives that exemplify the professionalism and integrity of the collision industry,” said Chuck Sulkala, NABC executive director. NABC initiatives include the successful and popular Recycled RidesTM program as well as other NABC community service programs including First Responder Emergency Extrication (FREETM), and the Distracted Driving initiative. Nominations for NABC board seats must be submitted in writing. Options include: ■ E-mail Info@NationalAutoBody Council.org or executive director Chuck Sulkala at chucksulkala@msn .com.

Renee Ricciotti, the Designated Representative for Diamond member, 3M Automotive

■ Fax NABC administrative office at (414) 768-8001

“We welcome nominations from all

For more information, visit www. NationalAutoBodyCouncil.org.

Eric Showalter, the Designated Representative for Bronze member, Washburn Tech

■ Mail to National Auto Body Council, 7044 S. 13th St, Oak Creek, WI 53154.

Mitchell Issues Third Quarter 2016 Industry Trends Report

Mitchell International, a provider of technology, connectivity and information solutions to the Property & Casualty (P&C) insurance industry and their supply chain partners, has released its Industry Trends Report (ITR) for the third quarter of 2016. In honor of the company’s 70th anniversary, Alex Sun, President and CEO, looks ahead at key technology, social and trends include technology transformation, machine learning and digital consumer engagement. Sun also weighs in on the trends specifically impacting the auto casualty, workers’ compensation and auto physical damage industries. Nine years ago, Mitchell created the Mitchell Collision Parts Price Index (MCPPI) to track the inflationary trends of the most replaced collision parts. Today, the annuallyupdated MCPPI includes the top 20 most replaced parts on collision estimates split out by country of origin and part type. Mitchell's ITR reaches more than 33,000 collision and casualty industry professionals and provides visibility into data-driven trends in the P&C market. The complete report is available at www.mitchell.com/industrytrends-report.

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Continued from Page 42

Female Student

“I believe that the business degree will help me move into an estimating position if I ever desire to do so,” said Alicia. “I enjoy estimating; however, as long as I can swing a hammer and sand some filler, I want to be in the back of the shop working on the cars. I hope to have a long career in the collision repair industry.” Alicia said she is very grateful to the owners of Concept Auto Body— Tom and his wife Sheila—for all of their support. “I think a lot of the time people overlook the help others have given them to get to a certain point in life,” she said. “My bosses at Concept Auto Body took a chance on me.” She is also appreciative of the support she received from all of the people who have helped her learn about the industry and prepare for the SkillsUSA competition. “Most importantly, my family has given me the motivation, support, and background for a good work ethic that cannot be matched,” said Alicia.

Toyota On Scanning for Electrical System Faults Toyota has released the following statement regarding scanning for electrical system faults: Toyota, Lexus and Scion onboard vehicle electrical systems are designed to control and communicate with engine, drivetrain, body electrical, navigation, audio, handling and safety systems. In the event of a collision, electronic control modules, actua-

DTCs (Diagnostic Trouble Codes) if a fault is detected. Not all DTCs illuminate a MIL (Malfunction Indicator Light). Toyota’s “Techstream” and “Techstream Lite”* scan tool and

* Call Toyota Approved Dealer Equipment at (800) 3686787 for information, availability and pricing.

tors, sensors, or wiring can be damaged. Damage related to these systems may cause them to not perform properly during future operating conditions including subsequent collisions. These electrical systems are designed to set fault codes known as

software can retrieve and report all DTCs for all Toyota, Lexus, and Scion vehicles.** Considering the fact that a capable scan tool is the only way to identify some DTCs, Toyota requires that repairers perform a “Health Check” diagnostic scan if a vehicle

Sherwin-Williams Receives Approval from Volkswagen Group in North America, South America and Asia Pacific

Volkswagen Group has entered into a corporate agreement with SherwinWilliams and approved the SherwinWilliams refinish paint brand for use at Volkswagen Group brands (VWPC, Audi, SEAT, Skoda, and VWCV) certified collision repair facilities in North

America, South America and Asia Pacific. This is a result of Sherwin-Williams’ performance in testing to meet the Volkswagen Group’s intensive refinish coatings specifications. The certification confirms that only the best-in-class products are utilized for

Volkswagen Group vehicles repaired at its dealerships and certified collision repair facilities. Along with meeting high product standards, Sherwin-Williams will provide Volkswagen Group certified collision repair facilities with verified color support and industry-recognized product and management training. “We’re very pleased that Volkswagen Group has certified us and look forward to supporting its dealerships and certified collision centers,” said Tom Hablitzel, president and general manager of Sherwin-Williams Automotive Finishes. “The new partnership demonstrates the trust Volkswagen Group places in our products and will help expand our reach around the globe.”

For more information, visit www .sherwin-automotive.com.

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has sustained damage as a result of a collision that may affect electrical systems. Additionally, Toyota strongly recommends that repairers perform a “Health Check” diagnostic scan before and after every repair to identify and document DTCs. If DTCs are identified pre-repair, then they can be considered to create a complete vehicle damage analysis report. If DTCs are identified post-repair, then they can be diagnosed and addressed before returning a vehicle to the customer.

4 Times Monthly E-Newsletter

www.autobodynews.com 60 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

** Before using an aftermarket scan tool, check with the manufacturer to ensure that their equipment can retrieve History, Pending and Current DTCs as well as ‘Time Stamp’ their occurrence on all Toyota vehicles.

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www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 61

Pokémon Go and Car Accidents by Barry P. Goldberg, A Professional Law Corporation

Chances are, you have heard of the new Pokémon Go phenomenon that is sweeping the nation. Pokémon Go is a game played on a smartphone that encourages people to walk around to collect 151 Pokémon and is based off the card game and hand-held Nintendo games of the 90’s. While a seemingly harmless game of augmented reality, Pokémon Go is turning into anything but. Indeed, the app—one of the most popular smartphone games of all time—is causing numerous car crashes and injuring innocent victims throughout the state and country. Here are a few times the game has actually contributed to real world accidents: ■ A man was driving while playing the game when he got distracted, drove off the road, and slammed into a tree. He was taken to a hospital with minor injuries. ■ A 15-year-old girl was hit by a car as she was walked onto a busy highway while paying attention to her phone instead of oncoming traffic. The girl suffered an injured collarbone and foot as well some bruising. ■ A man stopped his car in the middle of the highway, causing a multi-car pile up,

in an effort to catch Pikachu, one of the tiny fictional monsters. ■ A police body-camera recorded a man crashing into the back of a police car while playing the game. No officers were inside the vehicle at the time of the crash. No one was injured. These are just a few examples of the accidents caused by drivers distracted by Pokémon Go. If you or a loved one were injured by a driver or pedestrian who was playing the game, contact an experienced injury attorney to discuss your legal rights.

What is Pokémon Go? As noted above, Pokémon Go is an augmented reality game one can play on their smartphone. To quote pokemon.com, after downloading the application: “Get on your feet and step outside to find and catch wild Pokémon. Explore cities and towns around where you live and even around the globe to capture as many Pokémon as you can. As you move around, your smartphone will vibrate to let you know you’re near a Pokémon. Once you’ve encountered a Pokémon, take aim on your smartphone’s touch screen and throw a Poké Ball to catch it. Be careful when you try to catch it, or it might run away! Also look for PokéStops

located at interesting places, such as public art installations, historical markers, and monuments, where you can collect more Poké Balls and other items.” Unfortunately, the game does not take into consideration private property, busy highways, etc. and is putting many innocent individuals at risk when inattentive gamers attempt to drive and play the game.

Pokémon Go and Distracted Driving Distracted driving includes “any activity that could divert a person’s attention away from the primary task of driving. All distractions endanger driver, passenger, and bystander safety.” These types of distractions can include:

Texting Using a cell phone or smartphone Eating and drinking Talking to passengers Reading Watching a video Adjusting a radio, CD player, or MP3 player

And now it seems that we can add “playing Pokémon Go” to this list.

We would like to thank Barry Goldberg for reprint permission.

Copart Joins National Auto Body Council as Top Level Diamond Member

The National Auto Body Council (NABC) has announced that they have welcomed Copart, a provider of remarketing services to process and sell salvage and clean title vehicles, as a top level Diamond Member. According to the Council, as a long-term supporter of NABC’s community service programs, Copart has donated and facilitated the transfer of vehicles from insurers and other donors for use in Recycled Rides™ and First Responder Emergency Extrication (FREE™) programs. “Copart has been an integral part of the success and growth of our community service initiatives,” said Chuck Sulkala, NABC executive director. “We appreciate all their contributions and are grateful for this increased commitment as a Diamond member so we can fulfill NABC’s mission to provide our members with the ability to showcase the integrity and professionalism of collision industry professionals.” According to the company, Copart links sellers to more than 750,000 members in more than 150 countries worldwide through its multi-channel platform.

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CARSTAR Appoints Sam Freeman as Vice President of Franchise Development

CARSTAR has announced the hiring of Sam Freeman as vice president of franchise development. Freeman enters this new role at CARSTAR

after serving as the director of franchise sales for one of CARSTAR’s sister brands under the parent company of Driven Brands, Inc. According to the company, as the director of franchise sales, Freeman drove significant growth assisting existing owners with additional centers, as well as adding new franchisees to the system. Transitioning into an elevated role with CARSTAR, Freeman is looking forward to supporting existing franchisees by identifying their potential for multi-center ownership, and will grow CARSTAR by uncovering new potential markets. To ease the process of CARSTAR’s conversion program that targets single-unit auto body shops, Freeman

will work closely with the real estate team to create a seamless platform for new and existing franchisees. “I’m thrilled to join CARSTAR, which has an outstanding method of converting independent shop owners and enhancing their profitability. The processes and synergy created by Dave Schaefers and Michael Macaluso among CARSTAR and the other automotive aftermarket franchise concepts at Driven Brands, is unmatched in our industry,” said Freeman. “CARSTAR is leading the charge in the consolidation that is occurring wi-thin the collision industry. Many independent auto shops often do not having a consistent and time-effective process in place; I’m looking forward to helping more of those businesses get off the ground and adding to our remarkable franchise system.” For more information, visit www .CARSTAR.com.

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Car Care Professionals Network Releases Recommended Sales Contact and Communication Best Practices

The Car Care Professionals Network (CCPN), an Auto Care Association advisory committee of repair shop owners and managers, has released a recommended set of sales contact and communication best practices. The practices are recommended for

distributor and manufacturer sales personnel and manufacturers’ representatives, and detail what works best for repair shops when setting up appointments and maintaining communication. The concept for the best practices document developed from a forum of association member warehouse distributors, manufacturers, manufacturers’ representatives and CCPN. CCPN members noted that while they rely on their supplier sales personnel for information and support, these recommended practices could enhance the efficiency of their communications and meetings.

The best practices were submitted and discussed by CCPN members, then reviewed and approved by the combined forum. The CCPN committee members are: Chuck Hartogh, C & M Auto Service, Glenview, IL, Chairman Dwayne Myers, Dynamic Automotive, Frederick, MD, Vice Chairman Brian Bowersock, West Escondido Automotive & Transmission, Escondido, CA Scott Brown, Cardinal Plaza Shell, Springfield, VA Rudy Epp, Rudy’s Auto Service Ltd., Winnipeg, Canada Andy Massoll, Curt’s Service, Oak Park, MI Brian Ponder, Ponder Auto Repair, Johnson City, TN Ron Smith, Smith’s Service Center of Madison, Inc., Madison, WI Ron Tinner, Sparks Tire & Auto, St. Charles, MO Rick Urso, Meineke Car Care Center, Oak Lawn, IL Wes Ward, Wes Ward Auto Repair, St. Johnsbury, VT To access a copy of the best practices, visit http://bit.ly/ccpnseries

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www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 63

BASF Accepting Entries for 2nd Annual Glasurit Best Paint Award

Glasurit Automotive Refinishes will honor outstanding excellence in painting during the 2nd annual Glasurit Best Paint Award, judged and presented by the legendary Chip Foose during the SEMA show in Las Vegas on November 2. Vehicles must be on display at the 2016 SEMA show and must use Glasurit 22, 55 or 90 Line products including primer, color and clear to be considered. Foose will judge vehicles based on fit and finish, quality of preparation and final presentation. “We are proud to partner with world renowned designer Chip Foose to recognize the highest level of craftsmanship for vehicles restored with Glasurit,” said Shefali Cromer, Glasurit market segment manager. The first place winner will receive a Chip Foose-designed trophy, a personalized rendering autographed by Foose and a customized Glasurit Best Paint Award jacket. The awards will be presented at 9 a.m. on November 2nd at BASF booth #23067. For more information, visit http://www.basfrefinish.com.

BASF Boosts R&D in Asia Pacific for Automotive Coatings BASF has increased its regional research and development (R&D) activities for automotive coatings at the BASF Innovation Campus Asia Pacific in Shanghai, China. At the new state-of-the-art coatings and coating resins laboratories, the company’s R&D team is addressing regional automotive customers’ growing demands for high-performance, quality and flexible coatings solutions with a lower environmental impact. “We anticipated the significant market shift of the automotive industry as well as the shift of R&D ca-

pacities of our customers to Asia,” said Peter Fischer, BASF senior vice

president, Coatings Solutions, Asia Pacific. “One key enabler for future success is the globalization of our R&D landscape and to establish an organization to meet future market needs. We plan to increase our R&D personnel in Asia Pacific, mostly in China.” The new laboratories focus on R&D activities for coating formulations, resins and polymer synthesis, as well as coating applications for spraycoats and electro deposition coatings. The BASF’s new laboratories conduct R&D activities covering resins, latest coating applicacoating formulation, and polymer synthesis as well as coating tion technology also applications for spray and electro deposition coatings ensures that custo-

mer’s production line conditions can be simulated, creating superior value. According to the company, demand for sustainable and high-performance coatings that reduce volatile organic compounds in the automotive industry is on the rise. “We have built up significant R&D resources at the Innovation Campus in Shanghai, where many of our innovations are developed to benefit our customers,” said Rafael Bautista Mester, BASF head of R&D and technology management, Coatings Solutions Asia Pacific. “We will further invest and develop new solutions to address growing demand of our customers for products that are sustainable, durable and aesthetically pleasing. Bringing together our R&D talent, we are working on global and regional projects that focus on researching and developing new and improved products, applications and alternative technologies.”

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Snap-on to Provide Integration for i3 Brands’ Extended Warranty Coverage for Genuine OEM Automotive Parts

i3 Brands and Snap-on Business Solutions (SBS), a business unit of Snap- on Incorporated, will integrate i3 Brands’ signature PartProtection platform into the SBS ecosystem. PartProtection created the indus-

try’s first point-of-sale for providing extended coverage service contracts in the automotive genuine parts industry. According to i3 Brands, PartProtection has a certified interface with the top Dealer Management Systems (DMS) and is improving service experiences in franchised dealerships across the country. “We are thrilled to work with i3 Brands on this new endeavor,” said David Foutz, vice president of sales and marketing at SBS. “This integration will provide our OEM dealership customers with unprecedented access to coverage and extended service contracts on all eligible OEM parts and service. In addition to opening up new revenue streams for dealerships, this

will improve customer retention and deliver real value to consumers. By working together, SBS and i3 Brands can help dealers extend these offerings to parts wholesale customers as well.” PartProtection will be embedded directly into SBS’s electronic parts catalog (EPC), allowing for seamless look-up and immediate identification of extended warranty or service contract opportunities on all eligible OEM parts. Franchise dealerships and other OEM customers will then be able to provide consumers with an additional two years of coverage beyond manufacturer warranties with unlimited miles. Used as a retention tool, the majority of policies are redeemed at the dealership of origin. “This is an exciting opportunity for i3 Brands,” said Michael Lucas, CEO of i3 Brands. “The integration of these world-class technologies will enable i3 Brands to help SBS enhance its strong relationships within the dealership network and increase coverage of OEM parts sold by the shop owners and managers. Making enhanced warranties more affordable and accessible to repair shops and consumers is a central component of this partnership.”

64 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

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www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 65

General Motors Dealer Equipment Program Approves Global Finishing Solutions’ REVO Accelerated Curing Systems

Global Finishing Solutions (GFS) has announced its inclusion in the General Motors Dealer Equipment Program with its REVO Accelerated Curing Systems. According to the company, the state-of-the-art REVO Systems, which use short wave electric infrared technology, can improve paint shop throughput up to 80 percent. “Global Finishing Solutions is excited to work with the GM Dealer Equipment Program to be the program’s sole provider of infrared curing equipment,” said Brandon Lowder, vice president of auto refinish sales at Global Finishing Solutions. “With REVO Systems, GFS provides shops the ability to dramatically increase throughput without overhauling their space.” Introduced in 2014, GFS’ REVO Accelerated Curing Systems leverage electric IR technology to reduce curing times for both prep and paint phases of repairs. Available in multiple models ranging from a handheld unit to larger systems which integrate into paint booths and prep areas, the REVO Systems are designed to fit a variety of needs while working within a shop’s current footprint. “REVO products offer the colli-

sion repair industry a win-win-win,” added Lowder. “The dealership can realize increased profits through productivity gains, the technician enjoys easy-to-use technology that produces exceptional repairs and the end user receives a higher quality repair that truly brings a vehicle back to the quality it was before an accident.” The GM Dealer Equipment Program provides a full range of OEM tested and approved equipment to service, parts and body shops. The program offers installation and training assistance, factory direct shipments and experienced personnel. It can also arrange for supplier visits and product demonstrations to provide shops with complete information about its approved products. As an OEM-approved supplier, Global Finishing Solutions will offer REVO Accelerated Curing Systems to meet the needs of GM dealership service operations across the U.S. and Canada. In addition to supplying the REVO Systems, GFS is a GM-approved supplier of paint booths, prep environments and other finishing equipment. For more information, visit http:// www.globalfinishing.com.

I-CAR® Launches Vehicle and Technology Specific Training™

I-CAR®, the Inter-Industry Conference on Auto Collision Repair, has announced the launch of its Vehicle and Technology Specific Training™ product line that conveys OEM-specific, model-specific and technology-specific knowledge designed to help the colli-

sion repair industry facilitate complete, safe and quality repairs on today’s increasingly complex vehicles. The current product lineup includes 26 of I-CAR’s courses, classified into either vehicle or technology-specific training categories. The new product line sets the stage for further development of the portfolio, with new courses already in development. According to I-CAR, this product line was developed with industry input in mind. “The industry has demonstrated that it seeks more vehicle and technology-specific collision repair information in order to keep upto-date on the increased usage of new materials on vehicles as well as the nuances of the 100+ new or redesigned vehicles introduced each year. The industry has demonstrated this demand,”

a statement from the company read. “You need both fundamental and vehicle-specific training to facilitate quality repairs,” said John Van Alstyne, I-CAR CEO and president. “ICAR’s training portfolio, which now includes over 200 courses, works synergistically to deliver the breadth and level of knowledge required to repair today’s vehicles, especially when combined with OEM repair procedures and I-CAR’s Repairability Technical Support information services.” I-CAR’s Vehicle and Technology Specific Training aims to give collision repair professionals access to vehiclespecific information that they may not otherwise have had access to. According to Van Alstyne, “Not all OEMs deliver vehicle-specific training themselves, and when they do, it’s often for the benefit of their own repair networks. I-CAR’s platform and distribution channels allow us to deliver vehicle-specific training to a broad audience, making this information broadly accessible to the industry.” In support of the launch of Vehicle and Technology Specific Training, I-CAR is offering a limited-time promotion on Honda/Acura courses. For more information, visit https://www .i-car.com/.

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Glassware Fundraiser to Benefit NABC

An online fundraiser raises a glass to the National Auto Body Council (NABC) courtesy of B-Cycled Bottles, which is offering 50% of proceeds from sales of its unique cocktail glass-

ware to help fund NABC community service programs.

will help the National Auto Body Council further its mission to promote the professionalism and integrity of collision industry professionals. “This is a unique, fun and practical way folks can support NABC’s community service programs,” said Chuck Sulkala, NABC executive director. “The recycled component of the product dovetails with our signature Recycled Rides™ program, which provides vehicles and transportation to individuals in need. We appreciate B-Cycled Bottles’ support to bring our community service initiatives to as many communities across the country as possible.” For more information, contact Brandon Eckenrode at: Brandon .Eckenrode@ed-foundation.org.

The glasses are made from recycled Grey Goose vodka bottles and retail for $40 for a set of two glasses on eBay. Proceeds from the fundraiser

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Caliber Collision Teammates Rally Nationwide, Donate Record 3.1 Million Meals for 37 Food Banks

Caliber Collision’s 5th Annual Rhythm Restoration Food Drive has resulted in 3.1 million meals collected for donation to 37 different food banks across the U.S. Caliber Collision created the Rhythm Restoration food drive as a grassroots effort, spearheaded by Caliber’s 9,000 associates, to rally customers, local business partners, and the general public to donate cash and food for at-risk children who don’t receive subsidized school lunches over the summer months. The three-week campaign raised over $334,000 in cash donations and thousands of pounds of food items. According to Feeding America, one in five children in the U.S. worry about when they’ll have their next meal. Hunger is especially devastating in childhood. Studies show that proper nutrition is critical to a child’s physical, emotional and learning development. The problem is especially acute during the summer months when at-risk children do not have access to subsidized school lunch programs. Collection bins were set up at each of Caliber’s 420 locations nationwide. Caliber associates challenged each other and engaged their local communities through a variety of fund-

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Caliber Collision associates and friends celebrate the success of the company’s 5th annual Rhythm Restoration Food Drive, which raised over $334,000 and collected thousands of pounds of food, resulting in a record 3.1 million meals for 37 food banks across the country

Steve Grimshaw, Caliber Collision chief executive officer. “I am proud of our 9,000 teammates who worked tirelessly over the three week drive to raise a record breaking amount of meals for kids in need. We thank our business and community partners who have joined with us to restore the rhythm of life for children across the 16 states that Caliber serves.”

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Chief® Joins National Truck & Heavy Equipment Claims Council

Chief was recently admitted to the National Truck & Heavy Equipment Claims Council (NTHECC), the industry trade organization dedicated to ethics, efficiency and issues involving the servicing of insurance claims and the subsequent repairs of all forms of

heavy-duty vehicles and equipment. Chief was elected into the council as an associate member by majority vote of the membership at its spring meeting. NTHECC membership is comprised primarily of independent claims adjusters and insurance companies. As one of the few manufacturers of heavyduty collision repair equipment admitted to the NTHECC, Chief brings a unique perspective to the organization. Recognizing this, the members have asked Chief to make a presentation addressing the latest advancements in collision repair equipment for the heavy-duty truck industry at the council’s next meeting in October. According to Chief, the NTHECC is highly respected within the in-

dustry, in part because becoming a member is not easy. The process involves a written letter of reference and consideration for membership from three current members, and a formal presentation to Council members regarding the proposed company’s philosophies and qualifications. This is followed by a lengthy vetting process before admission is offered. “NTHECC membership gives us the opportunity to have conversations with the people who are out there in the repair shops every day, seeing damaged vehicles and how they are being repaired,” said Lee Daugherty, heavy duty sales manager for Chief. “As an NTHECC member, we are part of the team constantly learning what’s going on in the ‘real world’ of the industry so we can work with heavyduty collision repair shops, insurance adjusters and insurance companies to enhance productivity and safety.” Safety is a key stated objective of the NTHECC. The organization works to promote safety in the ownership and use of trucks and heavy equipment and supports studies into the causes of highway accidents and how to reduce them. To learn more about the National Truck & Heavy Equipment Claims Council, visit nthecc.org.

Assured Performance and TenPoint Complete Announce Advanced and Customized CSI Services for OEM Certified Collision Care Providers

Assured Performance has announced that they have entered into an agreement with TenPoint Complete to provide special services and pricing to their Certified Repair Provider network. Through this alliance, Assured Performance Certified shops will be able to track their CSI performance and access, measure and manage all aspects of their collision repair business through a newly developed KPI

feature. The newly developed services delivered by TenPoint Complete also feature custom dashboards and electronic and phone-based CSI surveying. According to the company, this exclusive tool set will provide Collision Care Providers with an advanced approach to CSI that is also cost-effective. “Our alliance with Assured Performance demonstrates a collaborative effort that provides services to multiple stakeholders, including repairers, OEMs and other business partners,” said Robb Young, TenPoint

Complete. “Repair businesses in the network now have access to the ‘Complete Solution,’ including custom dashboards and electronic and phone-based CSI surveying. This will enable decision makers the ability to positively impact customer satisfaction on a daily basis,” Young said. “This new business relationship with TenPoint Complete creates an ideal way for our OEM Certified Collision Care Providers to deliver, monitor and manage the best customer experience possible,” said Scott Biggs, CEO of Assured Performance. “Enabling our Certified Repair Providers to deliver an excep-tional customer experience consistently and cost-effectively is fundamental to our mission.” Aaron Clark, Assured Performance vice president of certification compliance and former MSO shop owner, commented, “This CSI solution provides a shop with exactly what they need to manage quality and compliance efficiently, with the added bonus that it represents the most costeffective solution, improving the overall business ROI.”

Advance Measurement Systems Introduces SPECTRE™

from the company read. “With simple, intuitive software, technicians can quickly assess damage and verify repairs in real time. Plus, with instantly-generated electronic reports, users can provide peace of mind to customers and insurance adjusters alike with the click of a button.”

The Tennessee-based company will be demonstrating the SPECTRE™ Measurement System at the NACE | CARS Expo in Anaheim,

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www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 69

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ltedesco@autobodynews.com

Call or e-mail now for rates: 800-699-8251 or ltedesco@autobodynews.com 70 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

www.autobodynews.com | SEPTEMBER 2016 AUTOBODY NEWS 71

AUTOMOTIVE GROUP

www.genuinegmparts.com

Hendrick Hyundai North 8485 Rivers Ave. › North Charleston, SC 29406 Parts: 843.572.6003 Fax: 843.797.5715 Mon-Fri: 7-6 • Sat: 7-4

Hendrick Honda Charleston At Hendrick Honda of Charleston we maintain a comprehensive inventory of high quality, Honda Genuine parts. Parts Dept. Hours Mon.-Sat. 7:30am - 6:30pm

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1478 Savannah Hwy. • Charleston, SC 29407

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MINI OF CHARLESTON

1518 Savannah Hwy.,Charleston, SC 29407 Fax: 843-763-8493

Original MINI Parts Hours: M-F: 7:30 - 6 / Sat: 8 - 5

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800-763-0283

Rick Hendrick Chevrolet Charleston 1500 Savannah Hwy. › Charleston, SC 29407

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Parts: 800.868.2746 Fax: 843.769.2729

bmwusa.com

Mon-Fri: 8-6:30 • Sat: 8-5

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Original Equipment BMW Replacement Parts 1518 Savannah Hwy., Charleston, SC 29407

Lexus of Charleston 2424 Savannah Hwy. › Charleston, SC 29414 Parts: 843.852.0333 Fax: 843.852.4834 Mon-Fri: 8-6 • Sat: 8-5

Volvo of Charleston 1518 Savannah Hwy. › Charleston, SC 29407

Parts: 843.402.6516 Fax: 843.402.6520 Mon-Fri: 7:30-6 • Sat: 8-5

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72 SEPTEMBER 2016 AUTOBODY NEWS | www.autobodynews.com

Parts: 800.342.9682 Fax: 843.553.5723

Mon-Fri: 7-7 • Sat: 7-6

Parts: 800.763.0283 Mon-Fri: 7:30-6 • Sat: 8-5

Fax: 843.763.8493