Southwest Edition Texas Oklahoma Louisiana New Mexico
29
YEARS
VOL. 29 ISSUE 3 MARCH 2011
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Snow Hits Oklahoma, North Texas Closing Class Action Judgments: GEICO Wins Appeal vs. Greenberger & Progressive Wins 2/6 vs. Blue Ash Inc. Shops and Wreaking Havoc on Motorists Freezing temperatures, snow and sleet pummeled parts of Texas, Oklahoma, Arkansas and Louisiana as it made its way northeast earlier this month. The
Tulsa, OK, ‘where the deer and the antelope play...’ wait, where’d the antelope go?
storm hit hardest from January 31 through February 3 and again on February 9 and 10, although the threat of snow loomed through the area for most of the month. In New Orleans, a mix of rain and sleet fell on the city’s northern districts and outlying neighborhoods. Louisiana Gov. Bobby Jindal declared a state of emergency January 27 in anticipation of the weather, activating the state’s Crisis Action Team to monitor possible hazardous conditions that could affect parts of the state. State government offices in 55 Louisiana parishes were closed on See Snow, Page 8
CA Paint Jobber NDI Sues BMW North America After the Automaker Implemented its own BMW Paint Line
Nicolosi Distributing Inc. (NDI), a paint jobber in the San Francisco bay area, filed a lawsuit against BMW of North America earlier this year alleging intentional interference with a contract with a BMW-certified shop. NDI accuses BMW of North America of interfering with a contract the jobber had with a BMW-certified shop for paint supplies. The suit pertains to a contract signed between NDI and German Motor Collision Center, a BMW-certified collision center connected to the BMW of San Francisco dealership in May of 2005. The contract was a multi-year agree-
ment that BMW of North America was aware of before German Motors Collision Center signed it. NDI contends that “BMW intentionally interfered with NDI’s contractual relationship with German Motors Collision Center... by the following conduct: BMW has decided to product its own paint line ... BMW requires auto body shops painting a BMW automobile to only use BMW paint. BMW forced German Motors Collision Center to enter into a written agreement ... which requires German Motors to use BMW paint on See Jobber Lawsuit, Page 14
Two collision-related class action lawsuits against major insurers have recently been decided in favor of the insurers. In the GEICO case on appeal partially due to lack of evidence (the vehicle). In the Progressive case a summary judgment was reErica Eversman comments on turned on two of Progressive vs. six counts Blue Ash et. al. charged. The plaintiffs in the Progressive case have decided to drop the remaining existing charges to facilitate an appeal of the summary judgment.
Don’t Give Away the Evidence The January 10, 2011 GEICO decision pertains to a Chicago law professor’s prospective class action suit accusing the insurance company of deliberately omitting repairs from its estimates. He lost the case in part because he gave away the car (the evidence) before the case was resolved. On July 4, 2002, Greenberger, a professor and administrator at a Chicago law school, was involved in an automobile accident, and his 1994 Acura sustained damage to its bumper,
steering box, suspension, and lower body. The next day, a GEICO insurance adjuster inspected the car at Greenberger’s home and wrote him a check for $3,284.69 ($3,784.69 minus a $500 deductible). Greenberger cashed the check but did not repair his car. Five months later, a stranger approached Green-berger in a parking lot and expressed interest in buying the car. Greenberger permitted this prospective buyer to take the Acura to a friend’s body shop for an estimate of what it would cost to repair it. The buyer’s technician, Sarkit Tokat of Lake Side Auto Rebuilders, delivered an estimate of $4,938.65, about $1,150 higher than GEICO’s estimate. The sale was not made, however, and in December 2002 Greenberger donated the car to charity without making any repairs. Exactly three years after accepting GEICO’s payment on his claim, Greenberger filed a proposed class-action lawsuit in Cook County Circuit Court alleging breach of contract, violation of the Illinois Consumer Fraud and Deceptive Practices Act, and common-law fraud. He claimed that GEICO systematically underpays on its auto-accident claims by omitting See Class Actions, Page 35
REGIONAL STORIES in this issue...
HABA Mulls Labor Rates Surveys for Houston Area . . . . . . . . . . p. 4
OK Commissioner Doak Refocuses Anti-Fraud Investigations . . p. 7
HABA Hosts Legislative Breakfast for Texas Reps . . . . . . . . . . . . p. 9
Caliber Collision Expands in Austin, TX . . . . . . . . . . . . . . . . . . . .p. 12
Sherwin-Williams Upcoming Workshopin Houston, TX . . . . . . . .p. 12
NATIONAL Articles and COLUMNS in this issue...
Toyota Probe Finds No Electronic Flaws . . . . . . . . . . . . . . . . . . . .p. 20
Attanasio—Crozat’s G&C Autobody Seizes Opportunity . . . . . . .p. 16
Franklin—Consistency May Be Boring—But it’s Profitable . . . . .p. 32
Danalevich—Insurance Appraiser Bootcamp . . . . . . . . . . . . . . . .p. 34
Amaradio—Setting the Record Straight on Parts Testing . . . . . .p. 33
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Contents $15 Million . . . . . . . . . . . . . . . . . . . . . 11
Beck Reappointed to Insurance Counsel. . 13 CA Paint Jobber NDI Sues BMW North
America After the Automaker Implemented
Attanasio - G&C Autobody Seizes
Opportunity to Expand in Northern CA . 16
Danalevich - “It’s a Misunderstanding”—
Insurance Appraiser Boot Camp. . . . . . 34
Franklin - ‘Consistency’ May be Boring—But
It’s Also Profitable . . . . . . . . . . . . . . . . . 32
its own BMW Paint Line . . . . . . . . . . . . . 1
Insurance Insider - Not All “Referrals” are
TX Regional Coverage . . . . . . . . . . . . . 12
McGee - Using Manufacturer TSBs and
Caliber Collision Centers Expands Austin,
Copart Auto Parts Moving to TX. . . . . . . . . 7
Created Equal . . . . . . . . . . . . . . . . . . . 38 Recalls in Collision Shops . . . . . . . . . . 24
Evans - The Rich Evans Designs-Mopar
Schroeder - John Eagle Collision Center in
Houston Auto Body Association Hosts
Yoswick - New CIC Committee to Focus
Kit for Dodge's Challenger, Part 2 . . . . . 18 Legislative Breakfast for Texas Reps. . . . 9
Houston Auto Body Association Mulls
Labor Rates Surveys for Houston Area. . 4
Hyundai sending 71 O.C. jobs to Texas,
Georgia . . . . . . . . . . . . . . . . . . . . . . . . . 7
LA Insurance Agent Arrested for Unfair
Trade Practices . . . . . . . . . . . . . . . . . . 11
Louisiana DEQ Issues Air Quality Permit
for Nucor Project . . . . . . . . . . . . . . . . . 11
Louisiana Insurance Department Recovers
More than $9.6M in Insurance Payments
in 2010 . . . . . . . . . . . . . . . . . . . . . . . . . 6
Dallas, TX, Focuses on Luxury Brands . 28
on Shop Data’s Capture, Use, Sale, and
Reports . . . . . . . . . . . . . . . . . . . . . . . . 36
Yoswick - Ten Things to Consider When Designing a New Shop, Remodel, or
Expansion . . . . . . . . . . . . . . . . . . . . . . 26
NATIONAL
ABPA Says Aftermarket Bumper
Outperformed Ford Counterpart in
Crash Test . . . . . . . . . . . . . . . . . . . . . . 39
BASF Official Show Sponsor of
NORTHEAST 2011. . . . . . . . . . . . . . . . 39
Move to Repeal 1099 Reporting Mandate
Chief Advises on High-Strength Steel
New OK Insurance Commissioner Doak
Chrysler Group’s Mopar Division to Expand
for Small Businesses . . . . . . . . . . . . . . 11 Refocuses Anti-Fraud Investigations from
Consumers to Insurance Companies . . . 7
NM Considers Stricter Regs for Older Drivers. 6
Sherwin-Williams Announces A-Plus™ University Ecolean™ Workshop in
Houston . . . . . . . . . . . . . . . . . . . . . . . 12
in OEMs . . . . . . . . . . . . . . . . . . . . . . . 31 Accessories Portfolio in 2011 . . . . . . . 21
Class Action Judgements: GEICO Wins
Appeal vs. Greenberger & Progressive
Wins 2/6 vs. Blue Ash Inc. . . . . . . . . . . . 1
CREW Hosts New CIC Chairman Mike Quinn
in Webcast . . . . . . . . . . . . . . . . . . . . . 29
Snow Hits Oklahoma, North Texas Closing
Diamond Standard Says All its Rear Step
TDI December Enforcement Actions Result
House Votes to Block E15 from Pumps
Texas Senator Drafts Bill to Change
Jordan Hendler Averts Teenager’s
Shops and Wreaking Havoc on Motorists. 1
in Nearly $575K in Fines, Restitution . . 10
Franchise Tax Laws for Independent
Auto Repairers. . . . . . . . . . . . . . . . . . . . 6
Toyota Opens TX, FL Quality Offices in
Drive to Cut U.S. Defects . . . . . . . . . . . 10
Tx-DOT Stats Show Unbuckled Teen
Fatalities High . . . . . . . . . . . . . . . . . . . . 4
COLUMNISTS
Amaradio - Setting the Record Straight on
Ford vs. Aftermarket Parts Testing . . . . 33
Bumpers Are Now NSF Certified. . . . . . . 3
Due to Potential Engine Failure . . . . . . . 20
Suicide Attempt . . . . . . . . . . . . . . . . . 14
Repair Standards Advisory Committee Requests Consultant to Help Draft
Standards . . . . . . . . . . . . . . . . . . . . . . 13
The Auto Body Guru Answers Questions
on Online Marketing . . . . . . . . . . . . . . . 13
Toyota Unintended Acceleration Probe
Finds No Electronic Flaws . . . . . . . . . . 20
Weaver - When it Comes to Diagnostics,
First, The Basics . . . . . . . . . . . . . . . . . 22
dard bumpers is moving forward. Diamond Standard Brand is poised to accelerate the introduction of new model car parts across all categories beginning this month and we’ll be adding new part categories within the year,” said O’Neal. “Dynamic and destructive comparative testing by industry experts proving equal functional performance is a demonstrated core competency of our Company and an assurance to the industry and vehicle owner that use of Certified Diamond Standard parts provide an acceptable alternative part without compromising safety and damageability. Diamond Standard Structural parts are available through limited quality distributors nationwide including the AQRP program at Keystone, an LKQ company. For more information visit www.diamondstandardparts.com or contact Geoff Crane at geoff@diamondstandardparts.com, or (901) 398-5759.
Publisher & Editor: Jeremy Hayhurst General Manager: Barbara Davies Editorial Assistant: Erica Schroeder Contributing Writers: Tom Franklin, John Yoswick, Lee Amaradio, Dan Espersen Janet Chaney, Toby Chess, Mike Causey, Tom McGee, David Brown, Rich Evans, Ed Attanasio Advertising Sales: Joe Momber, Sean Hartman (800) 699-8251 Sales Assistant: Kristy Mangum Art Director: Rodolfo Garcia
Southwest
Arizona Hail Storm Damage Tally up to
Diamond Standard has announced that it is the only “U.S. manufacturer to have all its alternative primed and plated front steel bumpers certified. “Specifically, 571 Diamond Standard parts/applications have reached Certification status in the NSF program,” says Geoff Crane, Business Development Manager of Diamond Standard. Additionally, all 280 Diamond Standard rear step bumper full assemblies are now Certified as meeting the Federal Standard of VESC V-5 towability by MGA Research Corporation of Burlington, Wisconsin, an independent, 17025 accredited test facility to the automotive industry. VESC V-5 functional performance testing is the only Federal requirement for step bumper assemblies. Diamond Standard’s Manufacturing Group also supplies USA made replacement steel/aluminum hoods and bumper top pads which are CAPA certified. “I am proud to announce that CAPA certification of Diamond Stan-
Indexof Advertisers
REGIONAL
Diamond Standard Says All its Rear Step Bumpers Are Now NSF Certified
Serving Texas, Oklahoma, Louisiana, New Mexico 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. ©2011 Adamantine Media LLC.
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Box 1516, Carlsbad, CA 92018; (800) 699-8251 (760) 721-0253 Fax www.autobodynews.com Email: news@autobodynews.com
Allen Samuels Katy Chrysler-JeepDodge . . . . . . . . . . . . . . . . . . . . . 11 Audi Wholesale Parts Dealers . . . . 38 Auto Body Guru . . . . . . . . . . . . . . . 13 Autoland Scientech. . . . . . . . . . . . . 21 BMW Wholesale Parts Dealers . . . . 12 Chevyland . . . . . . . . . . . . . . . . . . . . 18 Classifieds. . . . . . . . . . . . . . . . . . . . 39 Dallas Dodge . . . . . . . . . . . . . . . . . 40 David McDavid . . . . . . . . . . . . . . . . . 2 Equalizer Industries . . . . . . . . . . . . . 6 Ford Wholesale Parts Dealers TX, OK, LA, NM. . . . . . . . . . . . . . 19 Garmat USA . . . . . . . . . . . . . . . . . . . 8 Gene Messer Hyundai . . . . . . . . . . 10 Global Finishing Solutions . . . . . . . . 9 Global PDR Solutions . . . . . . . . . . . . 4 GM Wholesale Parts Dealers . . . . . 30 Honda/Acura Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 35 Huffines Hyundai Plano . . . . . . . . . 14 Hyundai Wholesale Parts Dealers . 27
Kia Motors Wholesale Parts Dealers 15 LKQ . . . . . . . . . . . . . . . . . . . . . . . . . 25 Mark’s Casa Mitsubishi. . . . . . . . . . 16 Mazda Wholesale Parts Dealers . . . 35 Mercedes-Benz of Oklahoma . . . . . 26 Mike Calvert Toyota. . . . . . . . . . . . . 28 Mitsubishi Wholesale Parts Dealers. 34 MOPAR Wholesale Parts Dealers . . 23 Nissan/Infiniti Wholesale Parts Dealers . . . . . . . . . . . . . . . . . . . . 31 Parkway Family Mazda . . . . . . . . . . 22 Ray Huffines Chevrolet . . . . . . . . . . . 5 Replica Plastics. . . . . . . . . . . . . . . . 29 Scoggin-Dickey Buick . . . . . . . . . . 17 Sherwin-Williams. . . . . . . . . . . . . . . . 7 Suzuki Wholesale Parts Dealers . . . 37 Toyota Wholesale Parts Dealers . . . 36 VIM Tools. . . . . . . . . . . . . . . . . . . . . 33 Volkswagen Wholesale Parts Dealers. 29 Volvo Wholesale Parts Dealers . . . . 31 Young Chevrolet . . . . . . . . . . . . . . . 24
www.autobodynews.com | MARCH 2011 AUTOBODY NEWS 3
Houston Auto Body Association Mulls Labor Rates Surveys for Houston Area
The Houston Auto Body Association (HABA) held their monthly meeting on February 1 at 7:00pm at Russell and Smith Collision Center in Houston. Part of the night’s agenda was to have an open discussion with the 25 or 30 members in attendance and the HABA Board Members about conducting a labor rates survey in the Houston area and which company should do this. “We are currently getting bids from independent survey companies to conduct a labor rate survey in Houston and surrounding areas,” said HABA’s President, James Brown, “We strongly disagree with the insurance industries determination of what the prevailing rate is in our area.” Brown went on to say that according to the Insurer Survey answers given by the five largest Insurers in Texas, their are many inconsistant procedures in determining prevailing rates.
Only one Insurer has a way for the Collision Industry to provide their individual labor rates, which is why association-directed surveys can help find an average labor rate.
The script of the survey is as follows: “CSi Complete Independent Labor Rate Survey On behalf of the HABA
Tx-DOT Stats Show Unbuckled Teen Fatalities High It’s a simple step some don’t take when they get in a vehicle and most of them are teens. The latest statistics from the Texas Department of Transportation show those between the ages of 16 and 20 are not buckling up, according to reports made by KFOX14 El Paso. “Over 56 percent of teenagers that are involved in car crashes are dying out in the streets. It is because of the simple fact that they did not buckle up,” said Tx-DOT traffic safety specialist Monica O’Kane. In 2009 more than 3,000 teens died in accidents on Texas roads. That is why the Texas Department of Transportation is focusing its Click it or Ticket campaign on teens. The department is touring Texas with a wrecked truck to prove seat belts, save lives.” O’Kane shared the story behind the truck with KFOX, “There were two teenagers here in Texas, a 17year-old with a 14-year-old passenger. Both of them were males. They had a blow out and they lost control of the vehicle. The truck flipped and hit a rock embankment and basically this is the outcome. Wearing seatbelts saved their lives.” Behind the statistics of unbuck-
led fatalities there are stories that prove the dangers of not wearing a seat belt. On Jan. 20, 2011 Evaylnn Rose, was a passenger with four of her friends when they collided with a truck in East El Paso at the intersection of Lee Boulevard and Turner Road. “None of the young adults in the car my granddaughter was in where wearing seat belts,” said her grandmother, Debbie Rose. Teens are not the only ones not buckling up. El Paso has lost eight people in car crashes this year. Special Traffic Investigator of the El Paso Police Department Frank Torres told KFOX, “Out of those eight fatalities four of them were not wearing seat belts. Nineteen total parties were involved in these accidents and nine where not wearing their seat belts.” It is not only against the law not to buckle up but seatbelts are considered the No.1 defense on the roadways. That is why O’ Kane urges drivers to be an example as well. “Don’t start the car. Don’t leave unless everyone is buckled up,” she said. For more information on TxDot Click it or Ticket Campaign http://www.seatbeltsrock.com/
4 MARCH 2011 AUTOBODY NEWS | www.autobodynews.com
This survey is to determine the labor rate in the Metro Houston market by an independent third party. If you are a Multi-Location facility, please fill out a survey for each individual location. No Shop Names will be published when the results are released. 1. What is your Posted Hourly Rate on the following: a. Body Labor (ex. customer pay rate) b.Frame Labor c. Paint Labor d. Paint Material e. Mechanical Labor 2. What is the total number of technicians employed? (Body, paint, and mechanical) 3. How many work stalls do you have? 4. What is the square footage of your facility? 5. What is the gross annual sales of your shop? a. Under $500,000 in annual gross sales
b. $500,000 to $1,000,000 in annual gross sales c. $1,000,000 to $2,000,000 in annual gross sales d. Over $2,000,000 in annual gross sales Shop Name : Survey completed by: Title : Please fax completed survey to (614) 873-9834” HABA is moving forward with conducting the surveys now that CSi Complete has signed on to conduct them. They will be reaching out to shops via phone, web and faxed surveys in March and April of this year. “We are providing a list of a thousand body shops along with their phone numbers [to the company chosen to conduct the surveys],” said Brown, “We have commitments from some of our Associate Members to cover the cost of the survey.” For more information please visit www.habaonline.org. The survey can also be taken online at http://www.csicomplete.com/haba/. This link will not be active until March 10.
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Texas Senator Drafts Bill to Change Franchise Tax Laws for Independent Auto Repairers
Senator Dan Patrick (R-Houston) filed a new bill, S.B. No. 476, on February 1. The bill would change current tax laws by reclassifying auto repair as a whole as a “retail trade” entity. According to ASA Texas, automotive repair and collision shops owned and operated by new or used car dealerships are taxed at half the rate used to tax the independently owned shops doing identiDan Patrick cal work under current Texas Franchise Tax Code. This is justified in the tax code by classifying dealership sales as “retail” and allowing their service and repair business to be included under that banner. The tax rate for retail sales is half of that for other types of revenue. The bill would benefit independent
shops by making them eligible for the lower .5% margin tax rate that shops owned by dealerships are privy to. The full text of the bill is as follows: “Relating to the classification of automotive repair shops as primarily engaged in retail trade for purposes of the franchise tax. BE IT ENACTED BY THE LEGISLATURE OF THE STATE OF TEXAS: SECTION 1. Section 171.0001(12), Tax Code, is amended to read as follows: (12) “Retail trade” means: (A) the activities described in Divi-
SECTION 2. This Act applies only to a report originally due on or after the effective date of this Act.
SECTION 3. This Act takes effect January 1, 2012.” For more information please visit www.asatx.org.
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Louisiana Insurance Department Recovers More than $9.6M in Insurance Payments in 2010 Louisiana Insurance Commissioner Jim Donelon announced that the Louisiana Department of Insurance (LDI) aided Louisiana insurance consumers in receiving more than $9.6 million in insurance payments from consumer complaints last year, according to reports made by Insurance Journal. This is an additional $1.4 million over the amount of funds recovered in 2009. The largest amount — more than $6 million — was recovered from property and casualty insurers. The recovered funds result from insurance claims disputes in which LDI was able to work with insurance companies and consumers to recover monies above what the insurance companies originally offered the consumers to settle their claims. Funds recovered are from formal complaints regarding property and casualty, health insurance, life and annuities, and consumer advocacy claims. Information on inquiries, complaints and funds recaptured by each office is as follows: 2010 Consumer Insurance Dispute Settlements Office: Inquiries - Complaints - $ Re-
sion G of the 1987 Standard Industrial Classification Manual published by the federal Office of Management and Budget; and (B) the activities classified as Industry Group 753 of the 1987 Standard Industrial Classification Manual published by the federal Office of Management and Budget.
covered Office of Property & Casualty: 4,596 1967 $6,076,864.58 Office of Health: 592 1,310 $1,440,147.46 Division of Life and Annuities: 7,836 456 $2,060,429.00 Office of Consumer Advocacy: 74 21 $51,852.25 Total:13,098 3754 $9,629,293.10
Consumers who feel they are not being paid what they should for losses as stated in their insurance policies can contact LDI and request assistance and/or file a formal complaint. Department examiners review complaints from policyholders and determine if the insurance company has honored the insurance policy and paid the consumer what they are due per the provisions of their policy. For more information please visit www.ldi.state.la.us.
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6 MARCH 2011 AUTOBODY NEWS | www.autobodynews.com
NM Considers Stricter Regs for Older Drivers
New Mexico’s Legislature is considering a bill that would impose stricter monitoring and license renewal standards on older drivers, according to reports made by Insurance Journal. In addition to a vision exam, Senate Bill 125 would subject drivers 75 years and older to tests of their reflexes, reaction times, motor skills and coordination. and may include other physical or mental examinations at their license renewal. Additionally, the bill would require a driver to renew the driver’s license at no cost every two years from age 75 to 84; every year, from age 85 to 89; and every six months from age 90 and thereafter. Sen. Peter Wirth, D-Santa Fe, said the requirement would help to determine older drivers’ fitness to operate a motor vehicle or motorcycle safely upon the highways. Typically, drivers must renew their license every four or eight years.
New OK Insurance Commissioner Doak Refocuses Anti-Fraud Investigations from Consumers to Insurance Companies New Oklahoma Insurance Commissioner John Doak appointed Randy Brogdon to the Deputy Insurance Commissioner Consumer Affairs Division in early January. Brogdon quickly found that the Oklahoma Insurance Department’s (OID) anti-fraud division spent most of its time looking at citizens allegedly committing fraud, not insurance companies allegedly committing fraud. Brogdon’s main focus is the anti-fraud division. Commissioner Doak felt that the Oklahoma Insurance Department had “lost sight of its core mission,” according to Public Information Officer Shawn Ashley.
Doak would like to focus more on white-collar fraud that hurts Oklahoma’s insurance consumers, according to Ashley, because he feels this well better serve the Oklahoma public. Doak and Brogdon will be shifting the focus of this division completely by focusing more on insurance companies accused of fraud starting immediately. Brogdon found that 120 of the 142 current cases of alleged insurance fraud were made by insurance companies against consumers. Ashley said that insurance companies have their own departments responsible for looking into fraud claims against their own customers
which is part of the reason for the refocus. Although the OID by law has to look at any complaint submitted, they will be more heavily focusing their efforts on larger complaints of fraud made by citizens of Oklahoma against insurance companies. “We’re here to serve the citizens of Oklahoma and that’s what we plan to do,” said Ashley. The OID will not be going out and actively looking for cases of fraud, but will continue to take seriously any claims brought forth to their office. Ashley said that this change will allow the OID to focus more on consumers.
Hyundai sending 71 O.C. jobs to Texas, Georgia
Hyundai Capital America, the Korean auto company’s financing arm, is transferring 71 jobs from Irvine to its offices in Dallas and Austell, Ga., a spokesman has confirmed. Chris Hosford, a Hyundai Motor America spokesman, said Hyundai Capital would maintain a presence in Irvine but that collections and customer service positions would be moved. “The jobs are being transferred because they are focusing more of their efforts in the South and Southwest through Hyundai’s existing operations in those two cities,” Hosford said. He said the people in Irvine who are affected have been notified and those jobs will end March 31. “All the employees who are qualified have been offered to apply for the positions and encouraged to do so,” Hosford said. He did not know how many people will make the move. Hyundai Capital’s website says it has about 500 people in Irvine, Fountain Valley and Austell. The company provides financing to Hyundai and Kia dealers and vehicle buyers. Some of the Irvine workers have applied for other jobs with the company in California. “For some people, the opportunity to move to an area of the country where housing costs are lower could be a good thing,” he said. Hosford said the job transfers are unrelated to Hyundai Motor America’s plans to more than double the size of its North American headquarters off the I-405 in Fountain Valley. The company plans to begin hiring this year and expects to double the staffing at its headquarters to about 1,400 people.
Copart Auto Parts Moving to TX
A California auto parts company said February 4 that it plans to move its corporate headquarters to Dallas, according to the Dallas Morning News. Fairfield-based Copart Inc.’s head office and a divisional processing center will relocate to the Dallas area next year. “This change will position us closer to our customers geographically, resulting in improved customer service and greater operational efficiencies,” said Jay Adair, Copart’s CEO. Copart sells salvage vehicles and parts on the Internet. The company, which was founded in 1982, said it plans to set up three processing centers in Fairfield, Grand Prairie and Hartford, Conn.
www.autobodynews.com | MARCH 2011 AUTOBODY NEWS 7
Continued from Cover
Snow
January 28 because of the wintry weather, according to reports made by CNN. The snow hit hardest in Oklahoma, as residents continued to slowly dig out of 20 inches of snow, sleet and
Piles of snow in Tulsa, OK
of the heavy snow Weaver was unable to work most of the week of January 31 through February 6. “I probably will be working overtime next week once I get back into the shop. One of the most common problems I see with snow removal is the Ford pickups. The drivers go backwards and forwards so often that the shifter housing will
Scott ‘Gonzo’ Weaver tries to dig out his shop from three feet of snow
ice that shut down major interstates and forced the closure of airports, businesses and schools. President Barack Obama granted an emergency declaration request from Oklahoma Governor Mary Fallin late February 2, paving the way for federal assistance to counties needing help to deal with the storm’s aftermath. Oklahoma Insurance Commissioner John Doak also issued a statewide emergency
snap, then the truck won’t go into park,” said Gonzo. Gonzo’s Superior Auto Electric in Tulsa has been pretty much at a standstill since the heavy snow started. “It pretty much puts us at a standstill. I wouldn’t call it busy, more like stuck, cars can’t get in or out. So I’m shut down until this gets better. I’m hoping for next Monday (February 7), but it’s not looking good. Nobody is fixing cars right
Herb’s Paint and Body under a light dusting of snow
Some of the damaged vehicles at Herb’s from snow-related collisions
order due to “severe snow, ice and wind storms on February 1 and 2,” according to a statement made February 4. The storm was part of a system more than 2,000 miles long that barreled through the nation’s midsection on its way to the Northeast, leaving vast swaths from the plains to New England coated in snow and ice, according to Insurance Journal reports. Autobody News columnist Scott ‘Gonzo’ Weaver, owns and operates an auto electric shop in Tulsa. Because
now, just getting from point A to point B seems to be the big concern,” said Gonzo. Herb’s Paint and Body in Richardson, TX, also saw heavy snow that impacted their ability to work. “Business is brisk this morning (February 7) but it was obviously dead last week as no one got out Tuesday or Wednesday—then when they got out ... for some reason the confidence ratio was high and wrecks were everywhere,” said Body Shop Manager Alan Walne. “Texans love pickups
8 MARCH 2011 AUTOBODY NEWS | www.autobodynews.com
but some have not figured out they are very poor in snow with ice under it.” Unlike Gonzo’s Tulsa shop, most shops in North Texas were able to stay open during the storm since the area wasn’t hit as hard. Although shops stayed open, most were still not able to conduct much work due to lack of traffic and parts deliveries. “We were open all last week but nobody came in and no parts or any vendor deliveries were made—not a good week but we will probably make up for it now,” continued Walne. Once the snow starts to clear up, body shops were anticipating increased traffic due to people assessing damage on their vehicles due to snow accumulation or fender benders caused by the icy conditions. Trophy Nissan in Mesquite, TX also stayed open during the storms, but didn’t see an increase in traffic until the weather lightened up a bit. “At Trophy Nissan we were able to stay open every day until 5 which is earlier than our normal closing hour of 6. We were open a full day Saturday (February 5), and as of today (February 7) we are seeing an increase on traffic related to that storm,” said
Collision Center Director Matt Burkley.
Superior Auto Electric 9911 East 54th St. Tulsa, OK, 74146 918-622-3803
Herb’s Paint and Body 666 N Central Expy Richardson, TX 75080 972-783-7376
Trophy Nissan Collision Center 4930 N Galloway Ave Mesquite, TX 75150 972-681-0859
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Houston Auto Body Association Hosts Legislative Breakfast for Texas Reps
Trey Perdue and his wife with David Walla of Walla & Co
The Houston Auto Body Association (HABA) hosted a legislative breakfast event on February 16 at the Capitol Grill in the Texas State Captiol. The event allowed attendees from the collision
HABA members got a chance to chat with their Texas representatives at the event
repair industry to meet and discuss issues with their state representatives. The entire legislature was invited to the event that ran from 8:30am to 10:30am.
“On a side note, the Automotive Service Association (ASA) was there and making their rounds trying to gain support for HB 429 concerning the Franchise Tax law revision which would allow Independant Automotive and Collision shops to be taxed at the same rate as Dealer owned Automotive and Collision Shops which we support as well,” said Brown. Breakfast was Chuck Greer of Parts Express talking to legislative staff included in the “The breakfast was a success event which was sponsored by HABA with around 200 in attendance, we and the Automotive Parts and Service also visited all 150 State Representa- Association. tives offices and all 31 State SenaFor more information please visit tors,” said HABA’s President James www.habaonline.org. Brown. HABA passed out individual letters to each representative that detailed HABA’s mission and code of ethics, along with gift bags containing www.autobodynews.com a coaster and acrylic car with HABA’s CHECK IT OUT! website and logo on them.
www.autobodynews.com | MARCH 2011 AUTOBODY NEWS 9
TDI December Enforcement Actions Result in Nearly $575K in Fines, Restitution
Texas Department of Insurance enforcement actions taken by Commissioner Mike Geeslin that became final during December 2010 include four license revocations, and fines and restitution totaling $574,348. Copies of Geeslin’s orders may be obtained by contacting TDI’s Public Information Office at www.tdi.state.tx.us. An order imposing disciplinary measures becomes final 20 days after the agent or insurance company has received notice of the order unless a motion for rehearing is filed within that period. A motion for rehearing stays the finality of an order until the Commissioner of Insurance acts upon the motion or upon the operation of law. Commissioner’s orders are subject to appeal to state district court. Final Disciplinary Orders for December 2010: Burkholder, Valerie Kay of Houston Order Number: 101100 Action Taken: Fined $1,000 Violation: Made a material misrepresentation on a license application Deal, Robert Steven of San Antonio Order Number: 101087 Action Taken: Fined $500; Must complete 10 hours of continuing education Violation: Failed to comply with continuing education requirements Glover, Kevin Tyler of Temple Order Number: 101028 Action Taken: Insurance Adjuster License revoked Violation: Criminal offense – felony forgery by passing Hill County Title Company of Hillsboro Order Number: 101036 Action Taken: Fined $4,000
Violation: Failed to timely provide an annual trust fund account audit report/annual statistical report Hudson Valley Consultants, LLC; National Association of Business Leadership LLC and/or Inc.; Richard Dunn, Kevin Dunn; Barbara E. Dunn of Montville, N.J. Order Number: 101114 Action Taken: General Life, Accident and Health Licenses surrendered and cancelled Violation: Unauthorized insurance Matthews, Rebecca Anne of Centerville Order Number: 101097 Action Taken: Fined $1,500; Must complete three hours of continuing education Violation: Failure to comply with continuing education requirements Oakum, Maria Meyer of Houston Order Number: 101099 Action Taken: Fined $7,000 Violation: Made a material misrepresentation on a license application Ochoa, Raymond Matthew of San Antonio Order Number: 101103 Action Taken: General Life, Accident and Health License and General Property and Casualty License revoked Violation: Misappropriated or converted money belonging to an insurer or insured Page, Cynthia Jo of Leona Order Number: 101098 Action Taken: Fined $1,500; Must complete three hours of continuing education Violation: Failure to comply with continuing education requirements Roach, Theresa Ann of Buffalo Order Number: 101113 Action Taken: Fined $2,500; Must
Toyota Opens TX, FL Quality Offices in Drive to Cut U.S. Defects Toyota Motor Corp. is adding offices in Texas and Florida to catch potential defects at an early stage a year after recalling millions of U.S. vehicles. The new Houston and Jacksonville operations follow similar field offices opened in New York and San Francisco last year to evaluate and respond to customers’ safety and quality concerns, Toyota said in a statement. It plans to open a fifth office in Denver in the first quarter of 2011, Toyota said. After recalling U.S. vehicles, Toyota is still working to regain its reputation for quality. The impact of a
series of recalls last year led Toyota to report a 0.4 percent U.S. sales decline for the period, bucking the industry’s 11 percent annual gain. Technicians at the regional offices will investigate customer complaints and research specific vehicle issues, the company said. The Jacksonville office will specialize in heating, ventilation and air conditioning problems, while Houston will focus on trucks and chassis components, Toyota said. The Denver office will evaluate sport-utility vehicles and performance in high-altitude areas.
10 MARCH 2011 AUTOBODY NEWS | www.autobodynews.com
complete five hours of continuing education Violation: Failure to comply with continuing education requirements Rodriguez, Helen Y. of San Antonio Order Number: 101104 Action Taken: General Property and Casualty License revoked Violation: Misappropriated or converted money belonging to an insurer or insured Ruckstuhl, Denise of Cypress Order Number: 101101 Action Taken: Fined $1,000 Violation: Made a material misrepresentation on a license application Russell-Surles Title, Inc. of Baird Order Number: 101082 Action Taken: Fined $20,000; Title Agent Licenses revoked Violation: Failed to comply with Commissioner’s Order; Failed to timely provide an annual trust fund account audit report / annual statistical report Spencer, Mary Ann of Bellaire Order Number: 101102 Action Taken: Fined $1,000 Violation: Made a material misrepre-
sentation on a license application Stewart Title Guaranty Company, Stewart Title Corpus Christi Division F/K/A Stewart Title of Corpus Christi, Inc. of Houston and Corpus Christi Order Number: 101089 Action Taken: Fined $25,000; Must pay restitution of $500,418 Violation: Violated requirements for issuing title insurance policies; failed to submit an accurate annual statistical report Title Team of Texas LLC of Fort Worth Order Number: 101094 Action Taken: Fined $3,300 Violation: Failed to timely provide an annual trust fund account audit report/annual statistical report Trinity County Abstract of Groveton Order Number: 101037 Action Taken: Fined $1,000; Title Agent License renewed and suspended for 30 days; Must pay restitution of $4,630 Violation: Failed to timely furnish policies to insureds; Failed to timely remit underwriter portions of premium.
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LA Insurance Agent Arrested for Unfair Trade Practices
Troopers with the Lafayette Field Office of the Louisiana State Police Insurance Fraud Unit recently arrested a Ville Platte insurance agent for unfair trade practices, according to Insurance Journal. In October 2010, troopers received a criminal complaint about 65year-old Melvin J. Lavergne of Ville Platte, La. The complaint alleged that Lavergne, the owner and agent of Lavergne’s Insurance Agency located in Ville Platte, had failed to send insurance premiums collected from customers to the insurance companies. Lavergne allegedly failed to submit more than $1,160 in insurance premiums for four separate customer accounts resulting in seven cancellation notices being issued. Based on the investigation troopers were able to obtain a warrant for Lavergne’s arrest. Lavergne is charged with committing unfair trade practices. The Department of Insurance Fraud Section Investigators served Lavergne with a summary suspension of his license, a cease and desist order, a $4,500 fine notice and notice of proposed license revocation for alleged misappropriation of insurance premiums.
Louisiana DEQ Issues Air Quality Permit for Nucor Project The Louisiana Department of Environmental Quality (DEQ) has issued an air quality permit to Nucor Corp., for the direct reduced iron making facility that the steel company is looking to build in St. James Parish, La. According to a Nucor release, the issuance of the air permit will allow the company to order equipment and start construction on the facility. The air quality permit allows for the construction and operation of two plants with a combined annual production of 5.5 million tons of direct reduced iron (DRI). Initially, Nucor will build one DRI plant with plans to expand to a second facility. “We are very excited that we will be able to begin moving forward with the construction of this facility. Our nation’s economy needs capital investment projects like this that stimulate job growth and contribute to a sustainable economic recovery,” says Dan DiMicco, Nucor chairman and CEO. The release notes that the DRI facility is the first phase of a multi-phase plan that may include a coke plant, blast furnace, pellet plant and steel mill.
Move to Repeal 1099 Reporting Mandate for Small Businesses The House Small Business Committee has held its first hearing in the 112th session of Congress on the 1099 reporting mandate of the new health care law. The reporting mandate would require small businesses to file a 1099 form with the IRS for every vendor they pay more than $600 in a year. Sam Graves, R-Mo., House Small Business Committee chairman, who led the hearing, said, “This new 1099 requirement will cause an avalanche of additional 1099 forms to be filed, and affect more than 36 million entities. At a time when we should be making it easier to create jobs, promote growth and invest in our economy, small firms don’t need yet another costly and burdensome mandate.” During his testimony, Rep. Dan Lungren, R-Calif., said, “I would suggest to the committee that Section 9006 conveys the worst possible message to the small business community. It reflects a disconnect with the day-today reality faced by the men and women involved with companies in each and every one of our districts. As one small businessman recently related to me, ‘This is what you would expect from someone who has never laid awake at night worrying about making
a payroll.’ He’s right, and we shouldn’t be adding to the worries of those who run small business enterprises.” More at www.TakingTheHill.com.
Arizona Hail Storm Damage Tally up to $15 Million
Damage from last October’s hail storm is costing the Maricopa County, Ariz., government and taxpayers millions, according to reports made by Claims Journal. Officials say the storm that dumped large hail in some areas damaged about 450 county-owned vehicles. Some vehicles had cracked and broken windshields. The county says others had damaged and dented hoods and mirrors on cars, buses, vans and forklifts. The county says the cost of repairs will be partially picked up by insurance carriers but tens of thousands of dollars in repair costs will be passed on to taxpayers. The Arizona Republic reports the county estimates total real-property damage costs from the Oct. 5 storm range from $15 million to $20 million.
www.autobodynews.com | MARCH 2011 AUTOBODY NEWS 11
Caliber Collision Centers Expands Austin, TX Regional Coverage Caliber Collision Centers, operator of industry-leading collision repair facilities throughout California and Texas, announced today its newest expansion in the Austin, TX area with the grand opening of a newly renovated 30,000 square foot state-of-theart collision repair facility located at 601 East Ben White Blvd. Steve Grimshaw, Caliber Collision Center Chief Executive Officer said, “This new CaliberCollision Center facility will help satisfy the growing needs of our clients in the Austin area. The opening of this location further supports Caliber’s long-term growth strategy and offers best-ofclass operational consistency, customer focus, and cost management.” The addition of the Austin Ben White location further reinforces Caliber Collision Center’s position as the #1 collision repair provider of choice in Texas with 43 centers across the state. This acquisition also strengthens Caliber Collision Center’s position as the largest independently operated collision repair organization in the U.S. with a total of 80 service centers throughout California and Texas. “This center was designed to restore Texans to the rhythms of their
lives with world class customer comforts, service and quality repairs that result in higher customer satisfaction” added Mark Sanders, Chief Operating Officer for Caliber Collision.
About Caliber Collision Centers Founded in 1997, Caliber Collision Centers operates 80 state-of-the-art collision repair service centers in California and Texas. Caliber plans to continue acquiring and integrating additional high-volume collision repair centers while providing innovative collision repair solutions and automobile damage claims support. For more information visit www.calibercollision.com.
To advertise call Joe Momber at:
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Sherwin-Williams Announces A-Plus™ University Ecolean™ Workshop in Houston
The next A-Plus™ EcoLean™ Level 1 workshop from Sherwin-Williams Automotive Finishes will be held April 13-14 at the Gulf States Toyota Corporate Training Center in Houston, TX. Sherwin-Williams’ exclusive EcoLean Level 1 workshops are designed to educate attendees about maximizing profitability by improving productivity and eliminating waste throughout their facilities. The program is offered to collision center owners and dealer managers from across the United States and Canada. “Our EcoLean workshop curriculum is developed with collision shop operators in mind,” notes Steven Feltovich, manager of business consulting services for SherwinWilliams Automotive Finishes. “We aim to give them a comprehensive look of how they can build a lean culture in their shop from the ground up.” During the upcoming Houston EcoLean Level 1 workshop attendees will learn practical processes and useful tips on lean production’s practical application in collision repair and
methods to make their collision shops more efficient, productive and profitable. Feltovich says the program also seeks to educate shop owners about the fact that environmentally sound business decisions go hand-in-hand with reduction of excessive and duplicative procedure and environmental waste. “Attendees will leave the twoday event with tangible tools to immediately increase the quality and production output of their businesses,” Feltovich says. To register online for the April 13-14 A-Plus University EcoLean Level 1 workshop in Houston, go to: www.sherwin-automotive.com/en/ Events.aspx. For more information on EcoLean, call (216) 332-8580.
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The Auto Body Guru Answers Questions on Online Marketing Q: It’s a new year and I am evaluating all my current marketing. Should I be investing more money in print Yellow Pages? A: Great Question! While its true that print Yellow Pages was a great way to market your business many years ago the marketing climate has changed and the way your potential customers are searching for auto body and paint services has changed. In fact, just over 70% of searches for local goods and services are conducted online via major search engines and directories like Google, Yahoo!, Bing and many more and usually at a fraction of the cost.
Q: I get mostly insurance work now. How can marketing my business online help? A: This comes up a lot and online marketing is actually a great complement for your existing work. In most cases when people are searching online for repair shops they are doing this because they are not aware of their options. If you’re showing up in top results online you’re just increas-
ing your exposure and also the number of jobs that may be going to your competition now. Also, you may have complementary businesses like towing or auto repair that can also benefit from making sure your business is visible online.
Q: I have a website so I’m all set right? A: Actually, No. A website is a needle in a haystack unless its front and center on search engines and mobile phones. It’s like designing an amazing business card and never passing a single one out. It doesn’t do you much good if nobody sees it. Making sure you business and website is visible on search engines, directories, mobile phones, gps devices, plus other online venues is the key for your business’s future growth.
Q: I have people calling me everyday claiming to be from Google, Yahoo!, or Bing and trying to sell me online marketing, is this for real? A: Unfortunately, like other industries the online marketing industry can be
plagued by companies who claim something they are not. The fact of the matter is that Google, Yahoo!, or Bing do not actively market or solicit businesses. In fact, they warn that anyone claiming to be them is a scam. Even Auto Body Guru doesn’t have a direct line to these search engines.
Q: I have companies who say they can deliver results in 24–48 hours. Is this for real? A: Yes and No. They are using a marketing program called Pay Per Click. It means they can get your business on the first page quickly but you are required to pay for every click or view of your site. This can be a great method of marketing but it’s never going to be a fixed cost that makes sense. Instead, organic or natural search engine optimization is a much better return on investment. It takes 2–3 months to generate real results in search engines but they are more permanent and have longevity. For additional information about how to increase your business through
online marketing, contact:
Auto Body Guru (888) 335-2226 rmirzaians@softlinesolutions.com www.softlinesolutions.com
Beck Reappointed to Insurance Counsel Texas Gov. Rick Perry has reappointed Deeia D. Beck of Austin to the Office of Public Insurance Counsel for a term to expire Feb. 1, 2013. The office represents insurance consumers and companies in regulatory matters relating to insurance rates, rules and forms. Beck is the public counsel for the Office of Public Insurance Counsel. She is a life fellow of the Texas and Tarrant County Bar foundations, and a member of the State Bar of Texas and Travis County Bar. This appointment is subject to senate confirmation.
Repair Standards Advisory Committee Requests Consultant to Help Draft Standards The Repair Standards Advisory Committee, formed by the Collision Industry Conference (CIC) to address the desire for standards in the United States collision repair industry, announced the next step it is taking to form the standard setting body proposed at the July 2010 CIC Meeting. In support of this effort, the committee has posted a Request for Proposal (RFP) for a consultant to assist the group in the preparation of a business case statement for the new organization. “As the committee is comprised entirely of volunteers, the group believed the time was right to engage a consultant to assist the committee in its work to define and establish the proposed standards organization,” Russell Thrall III, chair of the Repair Standards Advisory Committee. The business case will be used by the organization to define the demand for repair standards based upon interviews and research with collision repairers, insurers, equipment manufacturers, paint system manufacturers vehicle manufacturers and others. The business case will also define the scope of the new organization and how it will develop standards, how
the standards will be used by the collective industry and how the organization will be staffed, governed and funded. The work will build upon the efforts by the previous CIC Repair Standards Committee. “Many individuals, businesses and groups have expressed support for the formation of the proposed institute and the committee believes the creation of the business case will serve to define and help communicate the benefits of collision repair standards for both the industry and the consumer,” said Thrall. “The business case will define the scope and goals of the proposed collision repair standards institute and build upon the excellent work of the CIC Repair Standards Committee.” The RFP is available to download from the CIC website at www.ciclink.com. Questions can be directed to Russell Thrall III, rthrall@collisionweek.com; 570-629-8010.
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www.autobodynews.com | MARCH 2011 AUTOBODY NEWS 13
Continued from Page 1
Jobber Lawsuit
any BMW car painted at German Motors.” “BMW North America told German Motors that they had to buy from them under this new program, no matter what other contracts they had, or else they would lose their certification” said NDI’s owner, Tony Nicolosi. German Motors Collision Center’s contract with NDI stated: “All paint materials, DPC products and supplies will be purchased exclusively through Nicolosi Distributing Inc. Materials purchased by BMW of San Francisco will not be bought through any other vendor.”
German Motors Collision Center in San Francisco
Under this new program BMW North America does not allow any of their certified body shops or dealerships to paint BMW vehicles with any other paints, blocking jobbers across the country out of the market of sell-
ing paint supplies to these places. Nicolosi said that NDI sells DuPont paints, and the BMW paint is also made by DuPont. “A lot of jobbers across the country lost a lot of business because of this,” said Nicolosi. NDI is also accusing BMW North America of interfering with a prospective economic advantage, violation of California’s Anti-Competition Act, Business and Professions Code Section 17200 and violation of Business and Professions Code Section 16727 in which a business’s actions lessen competition and create a monopoly on a trade or line of commerce. Nicolosi is asking for damages of $75,000 for the first and second claim, exemplary damages from Federal Court, injunctive relief from the third and fourth claims, attorneys fees, other relief from the Business and Professions Code violations, court costs and other relief as judged by the court. On February 7, 2011, BMW of North America filed a motion for judgment on the pleadings, which sought to dismiss the entire action. The Court Denied the motion in
Jordan Hendler Averts Teenager’s Suicide Attempt Jordan Hendler, executive director of the Washington (D.C.) Metropolitan Auto Body Association, averted a suicide attempt in January by physically intervening when she encountered a teenage girl threatJordan Hendler ening to jump from a freeway overpass. Hendler called 911 as she approached the girl on the edge of the overpass, then kept talking to her, pleading with her not to jump. “I told her something my father (CIC Administrator Jeff Hendler) always told me about suicide: “This is a permanent solution to a temporary problem.’” Jordan Hendler kept talking to the girl as another by-passer ap-
proached from the other end of the overpass. Together they restrained the girl and pulled her from the barrier she had climbed over. Hendler said it took both of them to hold the hysterical girl down until emergency responders arrived about four minutes after the call to 911. “It seemed like an eternity, a lot longer,” Hendler said. She said she knows nothing about the girl other than she looked to be about 14 or 15, and lives in a group home for teenagers. “You don’t know that one day you’ll be called upon to do the right thing at the right moment, but when the time comes, if you have your heart open, you will know exactly what to do,” Hendler said.
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14 MARCH 2011 AUTOBODY NEWS | www.autobodynews.com
part, and granted the motion in part. US District Judge Susan Illston ruled that the intentional interference with a contract, interference with a prospective economic advan-
Nicolosi Distributing Inc.’s San Carlos location
tage and unfair competition complaints would go ahead to court, while the claim for an unlawful tying agreement was dismissed with leave to refile, which Nicolosi will do on February 25, according to NDI’s lawyer Herman Franck. According to Franck, NDI will amend the complaint to describe the particulars of an illegal tying arrangement whereby BMW of North America coerces body shops into purchasing BMW branded pain products by withdrawing BMW certification unless they purchase BMW
branded paint products. This issue applies only to BMW automobiles, and does not apply to non-BMW automobiles. Franck went on to say that the coercion in the industry is that it is “unthinkable not to have that (BMW) certification” according to German Motors Collision Center, so the BMW certification is really tied to using BMW-certified paint. When asked about the litigation by Autobody News, BMW North America’s legal representative Stephen Bledsoe said, “It is BMW’s policy not to comment on any pending litigation.” The trial date is set for October 24, 2011 at 8:30 a.m. Nicolosi is expecting other jobbers who feel they have lost business because of this program to come forward and join the lawsuit. Nicolosi Distributing Inc. San Jose location: (408) 573-7146 San Carlos location: (650) 413-0150 Email: NicolosiCo@aol.com
Stephen Bledsoe- representing BMW (816) 561-7007
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www.autobodynews.com | MARCH 2011 AUTOBODY NEWS 15
Shop Showcase
Ed Attanasio is an automotive journalist based in San Francisco, California. He can be reached at era39@aol.com.
G&C Autobody Seizes Opportunity to Expand in Northern California with Ed Attanasio
While many body shops in the country are battening down their hatches financially, operating with skeleton crews and going into survivor mode, Gene Crozat, the multiple location owner of G&C AutoBody in Marin and Sonoma counties, CA, is buying land, building new facilities, and signing up more DRPs. Crozat is aggressively looking to gain more of the market, while exploring further expansion opportunities in areas where he sees potential for growth and profitability. With six body shops, another one in construction and a large mechanical repair shop, G&C AutoBody is Northern California’s largest collision repair chain north of the Golden Gate Bridge. G&C has been family-owned and operated since 1972, and has become synonymous with quality repairs and exceptional service, according to G&C’s Director of Public Relations Peter Bizaca. The company did $20 million in 2010, up from 2009; employs 65 people and fixes more than 500 cars monthly, Bizaca reported.
“Some see a recession as a time to sit back, but I see it as an opportunity instead of an obstacle,” Crozat reasons. “You can sit around all day long, frightened and paralyzed by this
gion. While the business environment is waning across the board, Crozat and his team are looking at the positives rather than the negative reports we
G&C Autobody’s newest shop in Windsor, CA. is betting on a city that is poised for double-digit growth in the next decade
tough economy, or you can use it to your advantage, and that’s what we’ve done. In 1999, we also went through a recession, and I opened new shops during that time as well.” While many body shops have experienced substantial downturns since 2008, G&C’s volume is up and growing. In the last two years, their business is up 23%, while the national average in collision repair is down 30% across the board, Crozat said. After doing extensive market research, Crozat’s team determined that Windsor was a prime situation for their newest location. “There are 26,000 people in Windsor and it will double in G&C has spent more than $6 million to buy the land and built their size within the next newest shop in Windsor, California decade. We discovA good example of Crozat’s “exered that the entire town had just one pand rather than contract” approach body shop and many of our Santa can be illustrated by its newest location Rosa customers were coming from in the small town of Windsor, CA. Windsor. So, it was an ideal situaCrozat bought the land at a recession tion—a growing area with a need and sale price and has built the 15,000 prime real estate available at a good square-foot facility from the ground up price.” at an enormous overall savings, he said. Simply finding good locations for Some body shop owners consid- new shops isn’t the only way to sucered him insane for building new ceed, Crozat says. By embracing the shops in a recession without any relief communities in which he operates, in sight, but the 50-year industry vet- G&C is able to capture a lion’s share eran knows that timing is everything. of the available business in each re-
16 MARCH 2011 AUTOBODY NEWS | www.autobodynews.com
hear almost every day in the media. “Other body shops out there are cutting costs and laying people off, so we’re asking ourselves, who is going to fix all these cars? Just because the
economy is sluggish doesn’t mean drivers are going to suddenly avoid getting into accidents.” The prices of real estate, construction, labor and even advertising are at all-time lows, Crozat has realized. “We’re saving 35–40% across the board over what it would have cost us to do the same thing four years ago. Interest rates are way down and the construction bids were extremely tight, because contractors are hungrier than ever.” Timing is everything in any industry, but even more so in collision, Crozat said. “The best time to buy a boat is in January, not in June. Tight times are the perfect time to buy and build. It behooves us to take a chance during a down economy, because I know that if I can build a world-class shop in a prime location where the business environment is healthy, it’s an easy decision.”
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Part of the G&C plan involves getting onboard with each community they open a new shop in, for several reasons, Bizaca explained. “We are involved in a wide range of community groups in every city in which we operate, because we don’t just want to be a business that takes money from the residents without giving something back. We want to be part of the fabric of the community rather than a just a company doing business there.” To that end, G&C is already involved with several community organizations, local schools, and planning to sponsor Little Leagues teams in Windsor, even though they’ve only been open since December, Bizaca said. “We’ve already been out to the schools talking to the students and we invited the band at Windsor Middle School to play at our grand opening,” Bizaca said. “Seventy children and their teachers, as well as many of their parents came to the event attended by more than 400 Windsor residents. We’re also working closely with the Rotary Clubs, the Chamber of Commerce and doing other forms of com-
munity outreach. “Don’t just work in the town, be part of the town,” Crozat advocates. “It’s just a philosophy. Everyone looks at life from a different paradigm, but I’ve always thought that if we don’t do it, then who will? It’s good for us business-wise obviously, but it also gives our industry as a whole a better
ment, top technicians and the best products I can find. You can’t do today’s work with yesterday’s tools.” Building top-quality facilities also helps G&C to get DRPs and retain them over the long run, Crozat argues. “People say they don’t like DRPs, but they represent 90% of the
With 15,000 square feet, G&C’s facility is hoping to fix 50-70 cars monthly at its new Windsor, Calif. location
name.” “Get the best buying power in the marketplace and pass it on to the consumers and to the insurance companies as well. If you do whatever everyone else is doing, you’ll just be another one of them. And that’s why I have always gotten the best equip-
work. Why wouldn’t you cater to these insurance companies that are trying to get the best prices they can, in order to keep their rates down? We have two full-time in-house reps who work full-time dealing with the insurance companies and their agents, because DRPs are a big part of our
business. I learned many years ago— don’t fight the direction of the DRPs. Instead, provide them with the best deal in the marketplace, by providing the best service, the best cycle times and the best image you can establish. That’s why we have cycle times that average six days, while the national average is 14 days.” Gene Crozat has always maintained that if any other body shop owners want to visit his facilities to see what he’s doing and glean information from his business model, he’s anxious and pleased to help them in any way he can. “People don’t believe it when I say it, but there have never been secrets or closed doors around here. I won’t be in this business forever and if I can make the industry better overall, it will benefit my children and my grandchildren down the road. Give me a call and I’ll do everything and anything I can to help you. I’ve done it many times before and that will never change.” Call Santa Rosa shop: 707-5253520. E-mail: Peter Bizaca: pbizaca@gandcautobody.com.
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Custom Corner with Rich Evans
Rich Evans is the owner of Huntington Beach Bodyworks and an award winning painter and fabricator. He offers workshops in repair and customization at his facility to share his unique talents. For contacts and design samples visit www.huntingtonbeachbodyworks.com
The Rich Evans Designs-Mopar Kit for Dodge’s Challenger, Part 2
This article is a continuation from Rich’s column last month. For an archive of Rich’s columns please visit www.autobodynews.com/columnists/Rich Evans. A lot of times when I’m taking parts off the car and putting them back on, from mock up position I’ll go into the doors and the hinges and drill two 1/8th inch holes. That way I can stick
two 1/8th inch dowels through, tighten up the parts and then they’re right back to where I was before so I don’t have to take the time to re-line everything up. That way when I do my graphics, they’re going to line up. So I do the same with the hood, deck lid; I really don’t have to worry about the fenders—on some projects you do, but on this one I don’t. So after getting the graphics layed out, it’s time to tear it back down again. Now I’m ready for my graphic color, True Blue Pearl part number PBC36AB. On the silver I applied three coats. I just do that on all my projects, I have a system and I apply it with a SATA 1.4 tip gun and I use 27 psi, 3 heavy coats, then I seal it with a House of Kolor sealer. The reason for using three coats is so if it ever got in a wreck and I had to redo this job I know how I did it so I do that routinely on all my vehicles. If for some reason I change my patterns from normal spraying I’ll write it on the back of the file so when the car comes back in I can repeat exactly what I did and get to as close of a color match as possible. With the True Blue, I’m going to do six light coats just for coverage so I don’t get the blotchiness with a high build. I’ll do a half trigger using 27 psi. I do six coats to get a nice, dark, even feel. I’m painting everything in pieces so it needs to match. You’ve got to remember how you’re applying it, how close your gun is, to be able to paint cars
in pieces. It gives me a better result. After adding my six coats of the True Blue Pearl, now I de-mask everything, and add six coats of House of Kolor’s clear. Six good coats allows me to cut two coats off and not have any edges on my graphics. I’m ready for color, sand, and buff. On my color sanding method I will use all 3M products. I start with 800 grit sand paper, then 1000 grit, 1200, then 1500, 2000, then to 2500. Also I am using Soft-Sanders blocks along with their new sand paper. All their sand paper is wet from 800 all the way on up, and it’s sticky-back so that is a great time saver. Visit softsanders.com and check out the sandpaper products. They don’t wrinkle up, last a long time, and you can get them all the way from 400 grit up. Their blocks are also great, good for sanding out scratches and unbeatable for getting into curves. I use the combination of 3M and Soft-Sanders products. 3M doesn’t have the sticky-back sand paper all the way up to 2500 grit so Soft-Sanders is the way to go. I burned through a lot of sandpaper on this project. I’m ready for buffing, I do use the 1-23 step from 3M. That gives the fastest and best results that I have come across to date. Check out 3m.com and check out the 1-2-3 step buffing process. It’ll save you time and give you best results. We created a headliner and I’m going to send it over to Rivo at Stitchcraft Interiors. I sent them a design to use in Katzkin Leather. I’m looking forward to seeing how it comes out and they’re also going to do the door panels. Katzkin styled me out with doing Rich Evans designed seats for this and Katzkin just does a phenomenal job. Visit www.katzkin.com and stitchcraftinteriors.com. They’re both great individuals to work with. I’m at the point when I’m ready to put this project together and get it over to SEMA. I called Mike Curtis over at Curtis Speed Equipment. I had him cut me off some one-off wheels, created a center cap for it, and then gave it to Mike. He’s just over the top in his wheel cutting experience. I collaborated with Mike on the grill. You can just bolt these grills right on top of yours. It takes only eight screws to and you can change the whole
18 MARCH 2011 AUTOBODY NEWS | www.autobodynews.com
look of your Challenger with just adding these inserts. They look cool and you can order them to color or just plain aluminum as you see them on my original. Visit Richevansdesigns.com and get your grill inserts, your scoop, your wing, your lower front spoiler, left and right rocker, left and right flares, your rear bumper lower spoiler, your rear wing and your hood scoop. Even your headliner and grill inserts can be found
at huntingtonbeachbodyworks.com and richevansdesigns.com and we’ll have these parts available for you.
At the Mopar booth at 2010 SEMA, the Challenger was on stage on the turntable and people were loving it. I had a great time working with the Mopar Aftermarket team and I had a great time working with all the sponsors and utilizing the Mopar parts on this build — it just brought this Challenger to a whole other level. If you want to give this project a name it would be “modern muscle to the max.” We ended up with a name, calling it the Beast; 451 CID HEMI, pushing over 550 horsepower. Visit my site for more photographs or you can visit Mopar’s site and find some photographs on there. The car is on tour with Mopar for the next nine months. If you guys want me to turn your car into a modern muscle car, look me up. I hope you guys enjoyed the build, I definitely enjoyed every minute of the 3-month build. See you next month!
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www.autobodynews.com | MARCH 2011 AUTOBODY NEWS 19
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Toyota Unintended Acceleration Probe Finds No Electronic Flaws Autobody News
March 2011
An intensive 10 month investigation into possible causes of unintended acceleration in Toyota cars found no fault with the automaker’s electronic throttle control systems, the Department of Transportation announced February 8, according to reports made by CNN Money and the Los Angeles Times. U.S. Transportation Secretary Ray LaHood said, “We enlisted the best and brightest engineers to study Toyota’s electronics systems, and the verdict is in. There is no electronicbased cause for unintended highspeed acceleration in Toyotas.” NHTSA enlisted the help of NASA scientists and engineers. The agency said their expertise in areas such as computer controlled electronic systems, electromagnetic interference and software integrity would be a big help. Despite a string of recalls for other problems Toyota has long insisted that the electronic controls in its cars are safe. Toyota recalled nearly 8 million vehicles in 2008 and 2009 for defects related to gas pedals — including sticky pedals and floor mat obstruction — as a result of complaints of unwanted acceleration. Some critics of the automaker, at the time. were not satisfied that those two problem were the only ones to blame for for the growing number of
reports that Toyotas were accelerating out of control and pointed to the electronic throttle control system as another possible culprit. A common feature in newer vehicles, electronic throttle control uses sensors and computer chips to pass commands between the vehicles’ gas pedal and the engine to control a car’s speed instead of the simple mechanical connection used in older cars. Congress ordered the DOT to investigate whether there might be a problem with those electronic controls. The study was launched last spring. As part of the study, the agencies ran tests at a Chrysler Group LLC testing facility in Auburn Hills, Mich. headquarters in which researchers bombarded Toyota vehicles with electromagnetic radiation to see if they could cause any malfunctions that might lead to unintended acceleration. Toyota Motor Co. has also provided NASA software engineers with “unrestricted access” to the computer code used to control the electronic throttle control systems. The software engineers have been combing through the code looking for anything that might cause a car to accelerate out of control under any circumstances, NHTSA said.
Also, scientists at NASA’s Goddard Space Flight Center and NHTSA East Liberty, Ohio, research center have been examining cars and Toyota throttle systems, searching for any defects that might cause unwanted acceleration. This summer, NHTSA released the results of some investigations into Toyota sudden acceleration incidents. Those investigations specifically looked into 58 alleged unintended acceleration cases. These investigations suggested that drivers themselves may have been partly at fault. At that time the agency stressed that the results were preliminary. Although Toyota sales have suffered much of the automaker’s sales decline is due to an aging model lineup more than concerns over safety problems, analysts say. Toyota now includes “brake override” on all its new vehicles. This system automatically cuts engine power as soon as the brake pedal is pressed in order to prevent unwanted acceleration. Toyota is currently facing hundreds of lawsuits over alleged unintended acceleration, most of which have been grouped together in a single California court. Toyota Motor Corp. will also use the results of the
study as evidence that a sudden acceleration class action suit against it should be dismissed. In a filing in federal court in Santa Ana this month, the automaker argued that the study is proof that its vehicles have no defects and the lawsuits are therefore without merit. “Plaintiffs are chasing a phantom theory of defect that only last week NASA and NHTSA, after an extensive investigation, jointly confirmed does not exist,” Toyota outside counsel Lisa Gilford wrote in a motion filed on Feb. 14. She asked judge James Selna to dismiss the suit, which consolidates scores of claims from Toyota and Lexus owners alleging that the presence of defects in their vehicles negatively affected the value of their vehicles. Even if the NASA and NHTSA findings hold up in court, plaintiff attorneys argue that Toyota still could be on the hook for the lack of a brake override feature in its vehicles, which is designed to prevent sudden acceleration in cars with electronic throttle. That technology has been employed by other automakers, including Nissan and Volkswagen, for years, but Toyota did not begin adopting it until last year. A hearing to review the dismissal motion is scheduled for April 29, court filings show.
The U.S. House voted overwhelmingly to bar the Environmental Protection Agency from moving ahead with allowing a higher blend of ethanol in the nation’s gas tanks, according to reports made by the Detroit News Washington Bureau. February 19 the House voted 286-135 to block the EPA from spending any money to carry out a waiver to allow E15 to be sold at the nation’s
fueling stations. Currently, most gas stations sell E10 — which is 10 percent ethanol. The EPA has granted a waiver to allow a blend of 15 percent of ethanol to be sold for vehicles from the 2001 model year and newer. Rep. John Sullivan, R-Oklahoma, introduced an amendment to the bill to fund government operations through Sept. 30, to block EPA from moving ahead.
“The EPA has completely ignored calls from lawmakers, industry, environmental and consumer groups to address important safety issues raised by the 50 percent increase in the ethanol mandate issued over the past year. Putting E15 into our general fuel supply could adversely impact up to 60 percent of cars on the road today leading to consumer confusion at the pump and possible engine failure in
the cars they drive,” Sullivan said. Automakers have expressed concerns about using a higher percentage of the ethanol blend that could corrode engines. Before E15 can be sold, the EPA must finalize a labeling rule to warn consumers that the higher blend is only for certain vehicles. All major automakers filed suit in December in the U.S.
House Votes to Block E15 from Pumps Due to Potential Engine Failure
20 MARCH 2011 AUTOBODY NEWS | www.autobodynews.com
Chrysler Group’s Mopar Division to Expand Accessories Portfolio in 2011
Vehicle buyers are spending more and more to personalize and accessorize their rides. Consumer spending for Mopar accessories on Chrysler, Dodge, Jeep and Ram vehicles nearly doubled in 2010. “More of our customers are driving out of our dealerships with Mopar accessories on their vehicle,” said Pietro Gorlier, President and CEO of Mopar, Chrysler Group’s service, parts and customer-care brand. Mopar currently offers more than 8,000 proven, quality-tested accessories. Following is a list of Mopar’s top-10 selling accessories in 2010: 1. Wheel Lock Kit: Wheel locks are available for most models and have an exclusive key code for maximum protection. Available in one- and twopiece styles, kits include four or five chrome-plated locking nuts, and one exclusive Mopar key. The kit protects against wheel and tire theft without affecting wheel balance. 2. Roadside Safety Kit: Safety kit includes flashlight, fleece blanket, six-gauge jumper cables, safety triangle, screwdrivers, pliers, two bungee
4. Mopar Electronic Vehicle Tracking System (EVTS): lMopar’s industry-first Electronic Vehicle Tracking System (EVTS) works 24/7 with nationwide coverage to keep track of your vehicle. This GPS-enabled real-time tracking system includes a $1,000 Theft Protection Warranty and is transferable. Optional upgrade plans provide Emergency Service Dispatch and an OnCall™on-board panic button. Features such as setting speed and distance parameters with text alerts, unlimited online tracking, and full concierge service are also offered. 5. Premium Carpet Floor Mats: Thick, durable and colormatched for a strong, inMopar Electronic Vehicle Tracking System (EVTS) works 24/7 tegrated appearance. with nationwide coverage to track your vehicle Front mats feature a rublate a fuel-efficient route, integrated ber-nibbed backing to keep them hands-free Bluetooth® wireless techfirmly in place and are custom-connology with a built-in microphone and toured for an exact fit. speaker, integrated FM traffic re6. Slush Mats: Custom-fit mats feaceiver, and free lifetime traffic upture deep grooves that help prevent dates. water, snow, and mud from ruining cords and gloves. 3. Mopar Portable Navigation System: This Garmin nuvi® 1490T premium system packs a ton of features into a slim design with a 5-inch screen. The system includes lane-assist with junction view, pre-loaded maps, pedestrian navigation options, traffic alerts, ecoRoute™ that calcu-
vehicle’s carpet. Mats are available for front and rear compartments depending on vehicle model. 7. Molded Splash Guards: Mopar splash guards offer long-lasting durability. They are custom-contoured for a stylish flare and deflect gravel, salt and other road debris away from the vehicle. 8. Mopar Bedliners: Skid Resistor bedliner’s ribbed construction helps keep cargo from shifting and promotes drainage from bed. Mopar liners are molded of a high-density polyethylene blend for added durability. Tailgate cover also included. Also available for Ram 1500 RamBox. 9. Chromed Tubular Side Steps: Mopar’s heavy-duty premium steps are built to last and are available in chrome or black depending on vehicle. Side steps feature slip-resistant step pads for easy vehicle entry and exit. 10. Hitch Receivers and Towing Accessories: In addition to hitch receivers for a range of vehicles, Mopar also offers hitch balls, receiver plugs, and ball-mount adaptors. Visit www.mopar.com.
www.autobodynews.com | MARCH 2011 AUTOBODY NEWS 21
Gonzo’s Toolbox
This is a new story by Scott “Gonzo” Weaver as posted on his website, www.gonzostoolbox.com. See his book “Hey Look! I Found The Loose Nut”, which provides a Good Laugh for Mechanics of Any Age. The book is available at amazon.com. Contact Gonzo at Gonzosae@aol.com
When it Comes to Diagnostics, First, The Basics with Gonzo Weaver
Let’s talk diagnostics. Do you follow any kind of diagnostic procedure, or do you just throw darts on a wall, or play “pick-a-part” and hope you fix it before you or the customer runs out of cash? I hope you don’t do that. That might work some of the time, but it’s not a good way to get to the source of problems quickly or accurately. One of the tire shops that I do business with dropped off a 2003 F450 with a 7.3 diesel for me to look at. It’s one of their service trucks that died on the highway. These guys are super, I’ve known them for years, and they’ve got a great reputation and excellent work force. In fact, I buy all my tires there, and they do all my alignments. They try to fix their own trucks “in-house” and sometimes, well…the repair/diagnostics are a little out of their comfort zone. This was one of those times. Now, they don’t try to keep up with the scanning or diagnostics on most cars and trucks. It’s a tire shop that specializes in tires. They stick to what they do best, tires, wheels, and undercarriage stuff. The only “techy” stuff they get into is with the TPM systems. Most generally, when it comes to their vehicles they’ll go with the tried and true… “throw a dart and whatever it hits we’ll change.” Of course they’ll ask around first, but you know, second-hand information hardly ever gets the job done these days. They had it at one of their stores in another town for about three weeks trying to solve the problem. When that didn’t work they decided to tow it up to another one of their stores, and see if the guys there had a better dart. Another couple of weeks and several darts later, all they had were holes in the wall and no truck running. Then my phone rang. “Can you program a PCM on a F450?” the shop asked. “No, sorry I don’t do those, but I know who does. I’ll call him and see if he can come over and do that for you,” I told them. A day or two went by and the phone rang again. “Hey, this thing still doesn’t start. The guy that programmed it said it sounded like an
electrical problem.” OK, somehow, I’m getting involved now. “Sure, bring it over,” I told them. Well, they towed it over with a strap pulled by an F250 diesel truck. The F250 looked like a toy truck compared to this behemoth. With a push and a shove from the F250 the guys got it lined up and into one of my service bays. The big concern was the IDM relay, it kept chattering like a machine gun. Instead of checking codes I thought it best just to start with a complete wire to wire check to determine if there was some lost signal that was causing the problem, or a wire that was scraped and grounding out. Removing the inner fender on the driver side I could gain access to the Injector module (IDM) and the PCM (Power control module). Seemed easier to start here than any place else. It didn’t take long before I tracked down a problem. On pin #71 of the (new) PCM there should have been 12 volts from the ignition. No voltage at the terminal. Tracing the wiring diagram through its maze led back to the in-car fuse box on fuse #22. I grabbed my test light and checked the fuse… (Rolling my eyes about now) the fuse,… oh man… the fuse is blown. Good grief… all this for a blown fuse. Well, I better change the fuse, and see if it starts. Sure enough; it fired right up… sounded great, good throttle response, and no service lights. Now the big challenge, what blew the fuse in the first place? Following the wiring diagram again…. I traced out all the components on the fuse circuit. There was one that caught my eye as the likely culprit. The brake cut-off switch mounted on the master cylinder. (It’s the one that had the big recall a few years ago.) The updated replacement piece was in place but somebody forgot to secure the wires. The replacement piece has a newer style connector and an adapter connector to allow you to attach it to the original style fastener. Which makes it a little longer than it originally was from the factory. It was hard to tell where the new wire and connector started, and the old one
22 MARCH 2011 AUTOBODY NEWS | www.autobodynews.com
ended, because the whole thing was lying on the exhaust manifold, and had melted down to a glob of wire and plastic. Looking around under the hood there were all kinds of new parts installed. The nicest part: they were all installed correctly. There were no other wires out of place, or any signs of scraps or melted wiring. The important thing is that it runs, and the truck can go back to doing what it needs to do. I think the biggest thing that threw everyone on this job was the chattering relay. It sounded bad, sounded expensive… but, all it turned out to be was a loss of proper voltage to the PCM, because a fuse blew from a lead that grounded out. This was due to the improper installation of one small component. The PCM couldn’t spread enough voltage and ground signals to all the
necessary systems when it was missing the voltage it needed. As the relay would engage, the voltage drop was too much to keep the relay engaged. The IDM would pull more signal voltage as the relay would come to life. Then the PCM would have to drop the ground signal to the IDM relay to compensate for the loss of voltage. All this was going on very rapidly … on and off, on and off… making the machine gun sound coming from the IDM relay. The guys at the tire store were extremely grateful that I got the job done, so they could use the truck again. For me, it’s another day at the shop. I’ve got nothing but good things to say about the guys at the tire shop. Hey they tried, I’ll give them that. But one thing I wish they would do next time --- CHECK THE BASICS—BEFORE BUYING PARTS! It’s cheaper that way…
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www.autobodynews.com | MARCH 2011 AUTOBODY NEWS 23
ALL OEM Information
Tom McGee is National Account Manager for ALLDATA Collision. He has had a long career with I-CAR, including as President & CEO. Tom is an ASE certified Master Collision Repair/Refinish Technician. He has also run his own collision facility and been a career and technical school instructor. He can be reached at Tom.McGee@alldata.com. For other Tom McGee articles in Autobody News, go to: http://www.autobodynews.com/tom-mcgee/index.php
Using Manufacturer TSBs and Recalls in Collision Shops with Tom McGee
As I continue to visit collision repair facilities across the country, I see very few that are utilizing Technical Service Bulletins (TSBs) and recall notices in their business. These can be very important tools in the shop for a number of reasons. For example, vehicle manufacturers use technical service bulletins to update service information which can be beneficial when conducting repairs on a vehicle, post collision. Collision repair facilities can use TSBs to diagnose problems on a vehicle that may not have been noticed by the vehicle owners prior to a collision. Regardless of whether it was caused by the collision damage, the vehicle owner would expect for your facility to make the repair and by having the TSB in hand, the repair would be relatively simple, rather than trying to track it down. Use TSBs to upsell additional work while the vehicle is in your business. ALLDATA organizes TSBs by “Customer Interest.” These are bulletins that have symptoms that the vehicle owner can see, feel, hear, touch, or smell. Examples are wind noise, water leaks, console doors that don’t operate properly, glove box doors that fall open, etc. Generally, these types of problems annoy the vehicle owner, but they are not going to make a special trip, and not have access to their vehicle, to take it back to the dealer for correction. The great part with TSBs is they generally tell the shop the symptom, cause, correction, required parts, and sometimes the labor time. This is a great way for a collision repair business to add some additional revenue to the repair. Recall notices are another key tool in collision repair facilities nowadays that are not being used to their full extent. Recall notices inform the vehicle owner of potential problems with their vehicle and if the vehicle owner is not aware of an issue when the vehicle comes into your shop, these notices can be a great way to boost the business’ credibility. Many times, a vehicle owner is not aware of recall due to a change in ownership in the vehicle and recalls can then be another way to separate your shop from
the shop down the street that may not be using these to educate vehicle owners. Below is an example of a problem that one of our customers encountered that was solved using a recall notice. The problem was not related to the collision, but was noticed once the collision repairs had been completed and the vehicle returned to the owner. http://collision.alldata.com/alldata/article/display.action?componentId=610 &iTypeId=100&vehicleId=42056&no nStandardId=783863&tocParent=true 2006 Pontiac G6 L4-2.4L VIN B Lighting and Horns
TSB Title: 08317 02/10/2009 Recall Brake Lamps Not Working Properly
# 08317: Product Safety - Brake Lamps Not Working Properly - (Feb 10, 2009) Subject: 08317 -- Brake Lamps Not Working Properly Models: 2005-2006 Pontiac G6
Condition General Motors has decided that a defect, which relates to motor vehicle safety, exists in certain 2005-2006 model year Pontiac G6 vehicles. Some of these vehicles have a condition where the brake lamps may not operate properly because of fretting corrosion in a wiring connector. Fretting corrosion in the connector could cause the brake lamps to illuminate when the brake pedal has not been depressed, or the lamps may not illuminate when the brake pedal is depressed. In addition, the cruise control may not engage, or greater brake pedal force may be required to shift the vehicle out of PARK. Brake lamps that are not operating properly may not warn a driver in a following vehicle of the braking status and could lead to a crash without prior warning.
24 MARCH 2011 AUTOBODY NEWS | www.autobodynews.com
Involved are certain 2005-2006 model year Pontiac G6 vehicles built within these VIN breakpoints:
Important: Dealers are to confirm vehicle eligibility prior to beginning repairs by using the GM Vehicle Inquiry System (GMVIS). Not all vehicles within the above breakpoints may be involved.
Correction Dealers are to apply a dielectric lubricant to the connector to repair and prevent fretting corrosion.
taining the complete vehicle identification number, customer name, and address information has been prepared and will be provided through the GM
Parts required to complete this recall are to be obtained from General Motors Service and Parts Operations (GMSPO). Please refer to your “involved vehicles listing” before ordering parts. Normal orders should be placed on a DRO = Daily Replenishment Order. In an emergency situation, parts should be ordered on a CSO = Customer Special Order.
* One unit of lubricant will service 25 vehicles.
Vehicles Involved For dealers with involved vehicles, a listing with involved vehicles con-
GlobalConnect Recall Reports. Dealers will not have a report available if See TSBs and Recalls, Page 30
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www.autobodynews.com | MARCH 2011 AUTOBODY NEWS 25
Industry Insight with John Yoswick
John Yoswick is a freelance writer based in Portland, Oregon, who has been writing about the automotive industry since 1988. He is the editor of the weekly CRASH Network (for a free 4-week trial subscription, visit www.CrashNetwork.com). He can be contacted by email at jyoswick@SpiritOne.com.
Ten Things to Consider When Designing a New Shop, Remodel, or Expansion Anyone who has worked in a shop for even just a matter of months can probably quickly list a half dozen or more things that work really well in that shop in terms of its physical design and layout—and a equal number of things they’d change about it if given the opportunity. Whether building a new shop from the ground-up, or preparing to expand or remodel an existing facility, here are 10 things to consider when mapping out your plans. 1. Think about the customer experience. As early in the process as possible, consider the entire design and layout from the perspective of how a customer will interact with it. Is the building situated on the site to maximize visibility and “curb appeal” from the street? Is it clear where a customer enters the property and where they are to park or leave their vehicle? Can they drop-off or pick-up their vehicle under cover or out of the elements? Is there adequate customer parking close to the office?
The office and customer areas often seem to be an afterthought in many shops where production space is considered paramount. But in addition to staff office space, consider including a quiet area for customers to wait with adequate furniture and amenities like a water cooler, television, customer-only restrooms, children’s play area or work space for those wanting use of a phone, computer or Internet access. 2. Take noise into account. Some shop processes—like grinding—and some equipment—like air compressors—are particularly noisy. Try to situate these processes in a way that isolates the noise from the office and rest of the shop. A compressor room, for example, should be placed at the rear or the building or if possible in an external space. Noise-deadening ma-
terial should be included in the walls surrounding these types of noisy equipment. 3. Get adequate lighting, air supply and electrical sources. Technicians rarely complain that a shop has too much light. Consider the use of skylights and high-efficiency lighting that will reduce power consumption and in some cases (if replacing existing light sources) offer opportunity for tax credits that offset part of their cost (check with your utility or state energy department). Electrical and air supply drops at each stall allow for maximum technician efficiency—and far fewer trip hazards or potential damage to cords and hoses stretched across the shop floor. In stalls where resistance spot welding will take place, 3-phase power is required. For the office, dedicated electrical circuits for computer equipment will help protect computers and peripherals from spikes, sags and other power fluctuations. High-end surge protectors are still recommended, with an uninterruptible power supply (UPS)—which serves as a short-term battery back-up, allowing for safe shutdown in the case of a power outage—for key computer servers. Keep in mind, too, that communication cables for phones or linking computer networks can be subject to electrical interference, so such cables should not be run parallel with electrical wiring or near lighting fixtures.
4. Get the bay size right. Although the natural inclination is to get as many working bays or stalls in a building as possible, those bays need to give technicians adequate space to
safely and efficiently move themselves and tools, equipment and parts around the vehicle. For bays with surface or aboveground lifts, a minimum bay size of 12 feet by 25 feet is generally sufficient, but for work on larger vehicles, a 13foot width is ideal. In-ground lifts can generally be accommodated in bays
that are 11 feet or wider. If your market includes a lot of full-size pick-ups, you may want at least some larger bays, with a 14-foot width and 27-foot length. Some equipment, like frame racks, generally require longer or wider bays, so get the specifications of the equipment you plan to install and choose locations for this equipment accordingly. Allow 24 feet wide by 27 feet long for each paint booth. 5. Get the proportions right. One paint company shop layout consultant uses a 10-2-1 ratio: For every 10 body stalls, there should be two paint prep stalls and one booth. 6. Leave room for parts. Shop layout consultants recommend an area equal to about 10 percent of a 15,000square-foot collision repair center be dedicated for parts. (This percentage could drop for larger shops.) 7. Keep safety in mind. Em-
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26 MARCH 2011 AUTOBODY NEWS | www.autobodynews.com
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ployee and customer safety must be key considerations in planning any new or expanded facility. Access to the production area by customers should be carefully controlled, and areas where customers can walk be should be clearly delineated. Adequate ventilation for exhaust and solvent fumes is required. Many fire extinguishers are rated to handle only two or three of the four types of fires that could occur. Shops should have extinguishers rated for Class A (wood and paper), Class B and C (flammable fluids and electrical) and Class D (special agents, combustible metals). Make sure there’s an extinguisher no more than 50 feet away from any point in the shop, that signage clearly indicates where they are, and that they are easily accessible (mounted between 36 and 60 inches off the floor). Also plan for smoke and carbon monoxide detectors, and one or more eye-wash stations. 8. Consider parking needs. When planning building size, consider how much external parking will be needed for customers, vehicle storage and vendors (for deliveries).
If inclement weather or concerns about theft or vandalism are issues at your location, some outdoor parking could be sacrificed in order to have more indoor space for vehicle storage. Or consider whether rooftop parking—or multi-level vehicle storage units—can help increase your capacity without expanding your property’s footprint.
While more overhead doors allow easier vehicle access in and out of the building, they also make it more difficult to maintain a comfortable working temperature in the shop during hot or cold weather. Where adequate aisle space within the building is available, fewer doors are needed. A building width of at least 70 feet allows the shop to have 23-feet-
9. Go with the flow. One of the keys to shop efficiency is minimizing the movement of vehicles that is necessary. Time spent moving one car just to get another out of a stall or to another part of the shop is wasted time.
long stalls on one side, 26-feet-long stalls (to allow for larger equipment, for example) on the opposite side and still an adequate center aisle (21-feet wide) down the middle. A 25-foot wide aisle will even more easily accommodate the turning radius of
larger vehicles. 10. Think green. A new shop or expansion offers a great opportunity to incorporate “green building practices” or equipment and systems that will help you tread easier on the environment—while saving money and providing a potential marketing opportunity. Easy access to overhead door closure switches, for example, can help encourage technicians to reduce heat loss in cold weather. Tax incentives often are available that can help make installation of solar or other alternative energy sources competitive with traditional sources. Waste water collection systems can not only meet local ordinances but also include oilwater separators, or allow reuse of “grey water” for landscaping or other uses. Consider the energy-efficiency of the various brands and models of equipment you are purchasing. Check the website of the nonprofit Coordinating Committee for Automotive Repair (www.ccar-greenlink.org) for more information on building and operating a “green” shop —and an opportunity for earning national recognition for doing so.
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www.autobodynews.com | MARCH 2011 AUTOBODY NEWS 27
Shop Showcase
Erica Schroeder is a writer and editorial assistant for Autobody News in Oceanside, CA. She can be reached at eschroeder@autobodynews.com.
with Erica Schroeder
John Eagle Collision Center in Dallas, TX, Focuses on Luxury Brands John Eagle Collision Center in Dallas, TX, was opened in 1962 by current owner John Eagle’s father. The Eagle family of industry services has
The front of John Eagle Collision Center
grown immensely since the original collision center opened, there are currently several dealerships and another body shop in Texas bearing the same name.
The massive bays area
also do some high-end training,” said Cunningham, “This year some of us are going to carbon-fiber training in England; we usually go once a year for luxury training.” John Eagle Collision Center is a manufacturer certified repair facility for Aston Martin, Bentley and Jaguar, among other luxury brands — as well as economy brands like Honda and Toyota. Being a certified repair center allows John Eagle to uphold factory standards and have access to factory structural parts. John Eagle Collision Center is a very large facility, totalling over 72,000 square-feet and containing 42 employees, 52 bays and 10 Garmat spray booths. The business also grosses $7.2 million per year, some of their business can be attributed to the network of John Eagle dealerships locally that refer customers to the body shop and the 9 insurers they are a Direct Repair Shop for. John Eagle Collision Center’s second location, called John Eagle Body Shop, in Houston is a smaller facility that does not specialize in luxury car repair, but was opened in 1991 to assist the Dallas location with their high volume of customers.
John Eagle Collision Center in Dallas really focuses on repairing high-end, luxury brands to pre-accident conditions. “Our high-end service is what makes us a little different,” said Body Shop Manager Brian Cunningham. John Eagle’s technical staff not only has an average of 20 years of industry experience per technician, they also A technician works on alignment promote continuing education for all employees. John Eagle Collision Center uses “We train through I-CAR and we a Global Jig frame machine for the
28 MARCH 2011 AUTOBODY NEWS | www.autobodynews.com
luxury vehicles they service, and has been spraying waterborne paint for over 5 years.
Body shop managers Trace Conn, Brian Cunningham and Boyce Willis
John Eagle also utilizes a ‘Quality Check’ procedure to ensure cars return to owners with everything repaired correctly. Cars undergo quality checks throughout the repair process and are also subject to a final quality inspection after all work is complete before being returned to their owners.
Onsite at John Eagle Collision is a Hertz rental car office, 24-hour security and Wi-Fi equipped waiting rooms. Customers can also enjoy a lifetime warranty on all workmanship and refinish work done at John Eagle. John Eagle offers email and text updates to customers through My Repair Tracker as soon as 24 hours after the vehicle is dropped off at the collision center. For more information please visit www.johneaglecollision.com. John Eagle Collision Center 6125 Peeler St Dallas, TX 75235 214-353-3570 John Eagle Body Shop 910 Highway 6 South Houston, TX 77079 281-589-2639
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CREW Hosts New CIC Chairman Mike Quinn in Webcast The February webcast of the Collision Repair Executive Webcast (CREW) hosted new Collision Industry Conference (CIC) Chairman Mike Quinn. Quinn also owns 911 Collision Centers with 7 locations in Arizona. The webcast detailed Quinn’s goals for his 2011-2012 term at CIC Chairman. Quinn’s main goals are to increase attendance and participation, increase trust, make CIC a place for people to voice issues without fear of Mike Quinn criticism, create a process where committees can develop work product that is valued by the industry and formulate processes to improve the overall effectiveness and efficiency of CIC as a body. Quinn further explained what he means by process by using the class A standard of a work facility that came from CIC previously as an example. He also mentioned the effectiveness of CIECA and their work with electronic commerce as a good process that was
brought by a committee before his term. Quinn said he would like to make CIC helpful in creating a solution or finished product that can help solve a problem, not just a floor for people to vent their issues and opinions. “We’ve paired down a few of the committees,” said Quinn. CIC steamlined a few of their committees this term in order to make sure each committee had a specific and attainable goal. “We’re going to create a voting standard for the adoption of practices,” said Quinn. The hope is that new processes for solving issue within the industry can be voted on by committees, presented to the whole CIC to vote, then to the entire industry before attempted adoption. Quinn said he would like to see a repair standards committee take a similar route as compared to CIECA. “We’ve worked very closely with Thatcham... we’re hoping to discuss their repair standard at the July meeting,” said Quinn. Quinn also talked about promoting respect and new leadership at CIC meetings and in committees.
“All segments of the industry need to be represented, respected and able to participate,” said Quinn. New guidelines and a code of conduct were released at the Palm Springs meeting held on January 12, 13, 14 to increase respect and encourage communication. “We’re reaching out to a number of the top 10 insurers and others to participate,” said Quinn, “And repairers as well as vendors.” Quinn also spoke about the close vote during the Palm Springs meeting between whether to hold the November 2011 meeting at NACE or SEMA; SEMA won out by one vote. “The vote was 99 to 98 in favor of SEMA, that really shows how divided this industry is over this issue,” said Quinn. Quinn also spoke about how this split is the beginning of a big change in how people conduct business and whether or not they attend trade shows, largely thanks to technology. Quinn was asked whether or not the CIC meetings should be televised or streamed live by webcast, and he
expressed that it was a good idea although CIC has some concerns about privacy and people continuing to be open with their opinions when they know they are being broadcasted worldwide. “It’s inevitable for the mere reason we’re talking about it,” said Quinn, who is positive technology will influence future meetings. Quinn also plans to engage younger people in the industry to participate in CIC, he said that he is already doing this through some of the people he has elected to chair certain committees and by reaching out to repairers to attend. “The only way we’re going to get new leadership ... is to have the leaders in the industry reach out to the younger people and bring them forward to participate,” said Quinn. Upcoming meetings for the CIC are: March 17 in Newark, NJ, July 20 in Salt Lake City, UT and November 2 and 3 in Las Vegas, NV. For more information please visit www.ciclink.com or www.crewwebcast.com.
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Continued from Page 24
TSBs and Recalls
they have no involved vehicles currently assigned. The listing may contain customer names and addresses obtained from Motor Vehicle Registration Records. The use of such motor vehicle registration data for any purpose other than follow-up necessary to complete this recall is a violation of law in several states/provinces/countries. Accordingly, you are urged to limit the use of this report to the follow-up necessary to complete this recall.
Parts Information Service Procedure 1. Remove the right side front floor console side trim panel to access the body control module (BCM). 2. Locate the C2 connector on the BCM. 3. Unlatch the C2 connector and disconnect the C2 connector from the BCM.
4. Apply dielectric lubricant on the BCM C2 pins (apply with a oneinch (25 mm) nylon bristle brush) on all the C2 connector pins. This will treat the pins against fretting corrosion.
5. Reconnect the C2 connector back on the BCM and re-latch. 6. Reinstall the right side front floor console side trim panel. Customer Reimbursement - For US
All customer requests for reimbursement of previously paid repairs for the recall condition will be handled by the Customer Assistance Center, not by dealers.
Important: (For GM US Only) Refer to the GM Service Policies and Procedures Manual, section 6.1.12, for specific procedures regarding customer reimbursement and the form.
portation program is intended to minimize customer inconvenience when a vehicle requires a repair that is covered by the New Vehicle Limited Warranties. The availability of courtesy transportation to customers
faction. Dealers are to ensure that these customers understand that shuttle service or some other form of courtesy transportation is available and will be provided at no charge. Dealers should refer to the General
Submit a Product Recall Claim with the information indicated below:
Repair Performed
Apply Dielectric Lubricant to C2 Connector
Courtesy Transportation for vehicles within the New Vehicle Limited Warranties (US & Canadian GM Dealers) Customer Reimbursement (Canadian Dealers/US CAC)
Part Count
Part No.
Parts Allow N/A
N/A
N/A
N/A
N/A
0
N/A
MA-96
Labor Op
V2044
Labor Hours
Net Item
N/A
MA-96
**
N/A
***
N/A
MA-96
V2045
0.2
****
CC-FC
0.2
*
* The amount identified in the “Net Item” column should represent the actual sum total of the current GMSPO Dealer net price for the dielectric lubricant needed to perform the required repairs, not to exceed $0.33 USD, $0.40 CAD, plus applicable Mark-Up.
** Submit courtesy transportation using normal labor operations for courtesy transportation as indicated in the GM Service Policies and Procedures Manual for vehicles within the New Vehicle Limited Warranties. *** The amount identified in the “Net Item” column should represent the actual dollar amount for courtesy transportation.
**** The amount identified in the “Net Item” column should represent the dollar amount reimbursed to the customer.
Refer to the General Motors WINS Claims Processing Manual for details on Product Recall Claim Submission.
Customer Canada
Reimbursement
-
For
Customer requests for reimbursement of previously paid repairs for the recall condition are to be submitted to the dealer by February 28, 2010. All reasonable customer paid receipts should be considered for reimbursement. The amount to be reimbursed will be limited to the amount the repair would have cost if completed by an authorized General Motors dealer. When a customer requests reimbursement, they must provide the following: ^ Proof of ownership at time of repair.
^ Original paid receipt confirming the amount of repair expense(s) that were not reimbursed, a description of the repair, and the person or entity preforming the repair. Claims for customer reimbursement on previously paid repairs are to be submitted as required by WINS.
Important: Refer to the GM Service Policies and Procedures Manual, section 6.1.12, for specific procedures regarding customer reimbursement verification.
Courtesy Transportation The General Motors Courtesy Trans-
30 MARCH 2011 AUTOBODY NEWS | www.autobodynews.com
whose vehicles are within the warranty coverage period and involved in a product program is very important in maintaining customer satis-
Motors Service Policies and Procedures Manual for Courtesy Transportation guidelines. See TSBs and Recalls, Page 32
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Chief Advises on High-Strength Steel in OEMs In their quest to make passenger vehicles even safer and more fuel-efficient, manufacturers continue to incorporate increasing amounts of advanced steel in new car and truck designs. And while the use of high-strength steel (HSS) makes the vehicles lighter and stronger, it can also make repairing them more complex. Many modern vehicles, regardless of sticker price, are built with more than 50 percent advanced steel. The Ford Fusion hybrid, for example, contains 55 percent HSS, and the Ford Fiesta uses more than 60 percent HSS. After a collision, most advanced steel can’t be repaired by traditional pulling or heating methods. The most efficient way to reverse the vehicle damage is through multiple, simultaneous pulls using equalized pressure. This technique applies the same amount of pressure across multiple points of the damaged area at the exact same time, to prevent ripping, tearing, bending or rolling the steel. “In many cases, the advanced steel components of a vehicle are strong enough and peripheral to the
primary impact zone that they remain undamaged in a collision — the weaker steel around them absorbs the majority of damage,” explains Mike Cranfill, vice president of collision for
The most efficient way to reverse collision damage in vehicles made with advanced steel is through multiple, simultaneous pulls using equalized pressure as provided by pulling systems like the Chief Titan-360
Chief Automotive Technologies. “By using multiple, simultaneous pulls with equalized pressure, the center section of the vehicle can be squared. Then the mild steel damage can be corrected or sectioned as defined by OEM repair procedures. In contrast,
pulling just a single area at a time, or pulling multiple areas without equalized pressure can actually put more damage into the vehicle.” Chief offers a range of pulling systems that can be used for multiple, simultaneous pulling with equalized pressure, including its Impulse™E/VHT, Goliath™ and Titan™-360. Each of these products features an electric-over-hydraulic system to equalize pressure to all towers in use. These Chief pulling systems also provide 10 tons of pulling power at the hook. Since advanced steels make it necessary for shops to use more pressure than ever before, this is an important differentiator. Other systems may use 10-ton rams, but by the time the pressure gets to the hook and the vehicle it’s attached to, the pressure could have dropped to as little as four tons. The Chief Impulse-E/VHT, Goliath and Titan-360 pulling systems are compatible with Chief’s Vector, Velocity and VelocityMAX measuring systems, featuring Chief’s exclusive vehicle measurement data.
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For more information about any of the pulling or measuring systems available from Chief Automotive Technologies, contact your local Chief distributor, call 877-644-1044 or visit www.chiefautomotive.com. About Chief Automotive Technologies Chief Automotive Technologies, a Vehicle Service Group (VSG) brand, is one of the world’s largest manufacturers of high-quality collision repair products and services, including framepulling equipment, vehicle anchoring systems, computerized measuring systems, and vehicle frame specifications. Chief is also a leading provider of comprehensive training on structural analysis, repair and collision theory. VSG brings together several top brands of vehicle service and repair equipment, including Chief and Rotary Lift®. Based in Madison, Ind., VSG has operations worldwide. VSG is part of the Industrial Products segment of Dover Corporation (NYSE: DOV), a multi-billion dollar, global producer of innovative equipment, specialty systems and value-added services.
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Trust your order to the collision parts specialists at these fine Dealers www.autobodynews.com | MARCH 2011 AUTOBODY NEWS 31
On Creative Marketing
Tom Franklin has been a sales and marketing consultant for fifty years. He has written numerous books and provides marketing solutions and services for many businesses. He can be reached at (323) 871-6862 or at tbfranklin@aol.com. See Tom’s columns at www.autobodynews.com under Columnists > Franklin
‘Consistency’ May be Boring—But It’s Also Profitable with Thomas Franklin
As we get rolling in this New Year, we to pay. When a place changes hands, see a multitude of new ways to marwe dread the changes we’ll probably ket the shop: A website, e-mail, Face- encounter. The menu we enjoyed sudbook and other social media sites, like denly no longer has the choice items Twitter. Should we ignore these new we preferred. The barber or hairways to reach potential customers? dresser we liked best has moved on Certainly not, but there can be a ten- because he or she didn’t get along dency to discard tried and true ways with the new owner. And the reputable when we jump on the bandwagon for mechanic we trusted to do an honest with the new ones. And thatDick can beStrom a seri- job on our car has been replaced by a ous mistake. fast-talking, slick sales type who Customers who have been com- wants to sell us unneeded extras. The ing to your shop for years may now be consistency that we valued has gone getting a bit older. And they may not and we must go in search of a new all share the younger generation’s en- place that will service us in the manthusiasm for these new approaches to ner we have come to expect. communication and media. If they Chances are that you can deliver have kept coming back, they must consistency. You’ve been there a long have liked whatever it was you were time. You’ve built a good customer doing to stay in touch with them. You base. They know what to expect from may not know immediately what that you. All you have to do is make cerJr. was that pleasedwith them,Lee but ofAmaradio course tain That you don’t change what your you can always ask. You can also be clients or customers value most, and fairly certain that they are like con- that you let them know that, in a world sumers of other services. There are of fleeting consistency, you are still some standards that never change. here delivering the same predictable message and quality you always have! What Keeps Customers Coming Back? As I noted in an article more than ten Consistency: Promoting Your Business years ago, if there’s one thing that cus- Think about the advertising power of tomers value in a business, it’s consis- the consistency of major brands. How tency. We go back to the same long have we heard “You’re in Good restaurant, the same hair-dresser, the Hands With Allstate” or “BMW, The same mechanic over andSheila over because with LoftusUltimate Driving Machine?” Even we come to know what to expect of though the specific ad may change, them. We know the level of service these consistent messages are always we’ll receive for the price we expect present.
Opinions Count
Action Counts
Your Turn
repair. A failure to repair within sixty days after tender of a vehicle is prima facie evidence of failure to repair within a reasonable time. If the condition is not adequately repaired Claim Information within a reasonable time, the customer may be entitled to an identical Customer Notification General Motors with will notify customers or reasonably equivalent vehicle at no Janet Chaney of this recall on their vehicle (see copy charge or to a refund of the purchase of customer letter in this bulletin). price less a reasonable allowance for Dealer Recall Responsibility - depreciation. To avoid having to proFor US (US States, Territories, and vide these burdensome remedies, Possessions) every effort must be made to The US National Traffic and promptly schedule an appointment Motor Vehicle Safety Act provides with each customer and to repair their that each vehicle that is subject to a vehicle as soon as possible. In the rerecall of this type must be adequately call notification letters, customers are repaired within a reasonable time told how to contact the US National after the customer has tendered it for Highway Traffic Safety AdministraContinued from Page 30
TSBs and Recalls
Shop Showcase
Industry Overview with Janet Chaney
32 MARCH 2011 AUTOBODY NEWS | www.autobodynews.com
What is your consistent message? Do you have one? Shops that have been in business a long time are wise to capitalize on that longevity in their advertising and promotion. A line that says “Quality Collision Repair Since 1981” tells a customer at a glance that you have survived in business for 30 years. The clear implication is that you must have been doing something right to be around that long. If you are relatively new in business, it’s still probable that you have been somewhere in the industry for a while. You may be able to use a line like: “Service by professionals with more than 20 years of experience.” If you have survived in this industry for any length of time, you must have some element of consistency in how you approach collision repair. That consistency may be the most valuable commodity you have to sell. Now is the time to capitalize on it in your advertising and promotion!
be many shop owners who would adopt this approach to displaying proof of consistency in repair, it is a sound idea to somehow convey the enormous number of quality repairs that a shop has done. This is the idea behind the message that McDonald’s “has served more than five hundred million hamburgers.” Publicizing a long history of high volume seems to convey a message of consistency although it may not necessarily be true. That wall covered with photos was one effective way to communicate that consistency. That same shop owner gives the customer a before and after photo when the job is finished as a reminder of the quality of work that has been provided. Some shops have a photo album in the waiting area with before and after photos. One shop I visited had an album filled with impressive letters from satisfied customers who owned a BMW, a Porsche, a Mercedes Benz, a Lamborghini or a Rolls-Royce. The unspoken but obvious message was “we do a consistent, superior job on the ultimate in high-end cars.” Your website, e-mail, Facebook page and Twitter feed can also be used to communicate your consistency without neglecting to emphasize your new qualities and awareness of the new communication tools we have at hand.
tion if the recall is not completed within a reasonable time.
hicle inventory, and for which there is no customer information indicated on the dealer listing, are to be contacted by the dealer. Arrangements are to be made to make the required correction according to the instructions contained in this bulletin. A copy of the customer letter is shown in this bulletin for your use in contacting customers. Recall follow-up cards should not be used for this purpose, since the customer may not as yet have received the notification letter. In summary, whenever a vehicle subject to this recall enters your vehicle inventory, or is in your dealership for service in the future, you must take the steps necessary to be sure the re-
More Than One Way To Communicate Consistency I was startled, one day, when I walked into an auto body shop office in an outlying area. The walls were completely covered with photos of before and after repair jobs. It would have taken hours to examine the multitude of before and after photos this shop owner had accumulated over the years. While it’s unlikely there would
Dealer Recall Responsibility - All
All unsold new vehicles in dealers' possession and subject to this recall must be held and inspected/repaired per the service procedure of this recall bulletin before customers take possession of these vehicles. Dealers are to service all vehicles subject to this recall at no charge to customers, regardless of mileage, age of vehicle, or ownership, from this time forward. Customers who have recently purchased vehicles sold from your ve-
See TSBs and Recalls, Page 33
Action Counts
Lee Amaradio, Jr. is the president and owner of “Faith” Quality Auto Body Inc. in Murrieta, California. Lee is president of the CRA as well as an advocate for many other industry groups. He can be contacted at lee@faithqualityautobody.com
Setting the Record Straight on Ford vs. Aftermarket Parts Testing with Lee Amaradio Jr.
I read about the aftermarket parts test- think we should probably take it one step further and start testing heading conducted by ABPA (ABPA Says with Outperformed Lee Amaradio Jr. and other parts because the lights Aftermarket Bumper Ford Counterpart in Crash poor consumer has been duped into Test—Page 39 this issue) and I have to thinking that the manufacturer’s say that I expected as much. Not un- parts are best for the safe repair of like CAPA certification, the results their vehicle. There is only one problem that will always favor the aftermarket part. we still need to address and that is to In the article they stated that is some with Sheila Loftus cases the aftermarket performed “bet- “test” the actual test results. I mean before I go to the Insurance Commister than the OEM.” Wow, I guess I will need to re- sioner’s Office and tell him that I have think my standards regarding all af- been wrong all along about the safe repair of vehicles today I better know termarket safety-related parts, and maybe we should all lobby to have my facts. So a couple of questions with Loftus the OEM’s recall theirSheila vehicles so come to mind that maybe the company that did the testing should anwe can install these superior aftermarket parts. We know that the con- swer first. 1) Ford showed up at a public sumers’ safety is our primary concern so now that the cat is out of gathering and came equipped with the bag what should we do? After all, photos, videos, sensor reading data. They even brought their engineers to I have been installing OEM rebars with Janet Chaney that have been “proven” (?) to be in- answer questions. Plus they brought ferior to the aftermarket rebars. I in the actual parts so we all could see
Action Counts Your Turn Your Turn
Shop Showcase Shop Showcase with Janet Chaney
Industry Overview with Janet Chaney
Industry Overview with Janet Chaney
Industry Insight with John Yoswick
Industry Insight with John Yoswick
Industry Interview with Janet Chaney
with our own eyes what was being exposed. Ford was willing to answer questions (and did a very good job), they also made their test results public and published them on CIC’s website (www.ciclink.com). Where is ABPA’s evidence? I need to see this first hand so I can quit making a fool of myself. 2) The article (this issue) said that part of the OEM-rebarred Mustang’s bumper fell off? This baffles me because if they actually did the testing as they claim then they should know there is no part that can fall off. What part could fall off? There is nothing to this part but a beam and two brackets and the bolts go all the way through. This makes me question all the testing they describe. 3) Ford ran two separate tests, both a set of 5-mph crash tests and a set of 8-mph test. Ford’s 5-mph crash test showed there was more intrusion damage and a higher cost of repair with the Aftermarket verses the OEM vehicle, which contradicts the ABPA test. Ford’s 8-mph test with the aftermarket bumper beam revealed the most dangerous evidence of “AIRBAG DEPLOYMENT” when it “SHOULD NOT DEPLOY.” Why didn’t ABPA do the 8-mph test? This raises concerns for me, (it’s not ‘apples to apples’.) Does the term “like kind and quality” come to mind? It’s uspicious at best. 4) Ford’s damage estimates were very detailed, listing all of the parts used. The ABPA report glosses over
these details completely, “the truth lies in the details,” and who wrote the damage assessments? Some “highly regarded” shop? What kind of answer is that? Why aren’t they identified? 5) Ford videotaped the entire teardown process and created some serious evidence which contradicts the ABPA test. Where is their video? I want to see it made public. After all, they are implying that Ford is the one with the skewed results. ABPA needs to put its money where its mouth is. 6) I know that Ford didn’t modify anything but it is possible to modify an entire vehicle to make it crash better (look at Nascar reinforcements for racing safety, for example). We need to see this so-called ABPA evidence made public and give Ford and the other OEMs a chance to rebut it. Maybe we should present both tests to Congress and let them decide. After all, this is a serious safety issue. What I have read in this article seems like another effort to mask the truth. The facts are the facts and I say let’s compare apples to apples and bring everything out in the open. Then we can give the information to the public and let them decide. But this question still remains: “Why are we using these parts when we know they have not been tested nor proven to be equal to the original manufacturer’s specifications as the law “requires.” We are assuming an awful lot with respect to someone else’s safety.
Continued from Page 32
dure is excerpted from a recall notice published by the vehicle manufacturer, and is intended for use by trained, professional technicians with the knowledge, tools and equipment to do the job properly and safely. It is recommended that this procedure not be performed by “do-it-yourselfers.”
TSBs and Recalls
call correction has been made before selling or releasing the vehicle.
© 2011 ALLDATA, LLC. All Rights Reserved. Terms of Use (Version 2.0.10164) For more information on OE repair information, please visit: www.alldata.com/collision.
NOTE: This Repair/Service Proce-
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Shop Strategies for Savings
Walter Danalevich, AAM, has been the owner of Santa Barbara Auto Refinishing since 1979. Contact him at: sbarbody@earthlink.net.
“It’s a Misunderstanding”—Insurance Appraiser Boot Camp with Walter Danalevich
Those of us who are active in the auto receiving end of some colorful lanbody industry understand there is guage. Instead, I phoned the vehicle much skill involved negotiating with owner and informed him there is an insurance company appraisers in arinsurance delay in delivering his car with The Insurance Insider riving at an “acceptable” (profitable) today. I said it appears the insurance repair bottom line. company does not mind paying for During my 30 year auto body ca“additional” rental car expenses over reer, I have written thousands of auto the weekend because of an unsettled body repair estimates mastering the new policy which I never experienced “the art” of negotiating with a variety before. I explained the “we would pay of insurance appraisers. It’s only natufor it yesterday but not today” reral to have a preference of which insponse. The vehicle owner phoned the surance appraisers we welcome into insurance appraiser expressing his our auto body shops. Commonly we concern about the delay as he needed find some insurance appraisers are conhis car returned for an upcoming trip. sistently easier to work with and arrive That same day I received a phone call at a profitable “bottom line.” Then from the insurance appraiser who there are those appraisers that make us stated I would need to call their comfeel as though they are paying for the pany’s supplement hotline to “negotirepairs out of their own pockets. ate” an agreement for full payment Recently, our body shop in Santa concerning the $130 molding. Barbara, Calif., had an insurance I thought to myself there is nothclaim where the issuance of the suping to negotiate here—the insurance plement was an experience I have company owes us full price for the never encountered in over thirty years part! On Monday morning I then of owning and managing a body shop. phoned the insurance company’s 1 On the day the insurance appraiser (800) SCREW U hotline. I’m sure representing a well known company many of you know the supplement arrived, I noted this appraiser had hotline which I am referring to. This never been assigned an appraisal inparticular hotline did not have a spection at our shop before. Therefore human voice, only a voice recording I had some concern we did not have instructing you to fax your suppleany history of a working relationship. ment to 1(800) SCREW U 2. Feeling The insurance appraisal inspecfrustrated, I then phoned the insurance tion involved a 2002 BMW 323cic. appraiser and learned she had this Upon introducing herself the appraiser Monday and Tuesday off, probably for began taking photos of the claimant’s meeting the insurance company’s vehicle and making notes pertaining quota of withdrawing parts and labor to the damaged left rear door and from the original written estimates. quarter panel. I listened attentively to Near mid-day Monday, I received a phone call from the insurance superthe often heard we-can-only-pay-forvisor who appeared to be “shadowing” this-procedure speech. Days later, we completed the rethis claim. He told me the claimant had pairs and submitted a supplement to phoned seeking his assistance to arrive the insurance appraiser. During my at a settlement which resulted in unfollow up on the supplement confirnecessary delays in releasing the vehimation, I received a phone call from cle to the claimant. I explained to the the appraiser saying her supervisor insurance supervisor the problem initihas now decided not to pay for the ated by their appraiser, specifically, the rear $130 bumper molding she had $130 bumper molding part which had originally approved to be replaced on been withdrawn from their proposed her preliminary insurance estimate. supplement. Upon further discussion By the way, the “non returnable” part the claim supervisor replied his decihas been installed on the customer’s sion of withdrawing allowance for the vehicle. My initial reaction was I part was based upon thinking the part could not believe what I was hearing. in question was a door side molding If this was ten years ago I feel certain not the bumper molding! Say What!? this appraiser would have been on the At that point, I had to ask how long his
Inside Insurance
34 MARCH 2011 AUTOBODY NEWS | www.autobodynews.com
appraiser, has been employed. He replied about “Two months”! Like, No Kidding! According to the insurance supervisor’s explanation this was all a “misunderstanding”!
Is it a misunderstanding or a mistake when hiring someone who is not experienced enough for the position to make confident decisions? As a result of my efforts in standing up to the insurance supervisor we were paid in full ($181) for supplement parts and labor pertaining to the withdrawn bumper molding from the original insurance repair estimate. Have you ever had a 1 800 SCREW U 2 “misunderstanding”? If so, drop me a line I would welcome you to share your memorable insurance “misunderstanding” experiences. Walter Danalevich sbarautobody@earthlink.com www.sbautobody.com
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Continued from Page 1
Class Actions
necessary repairs from vehicle-damage estimates. This practice, he alleged, violates GEICO’s contractual promise to restore the insured’s vehicle to its preloss condition and constitutes statutory and common-law fraud. GEICO removed the case to federal court under the Class Action Fairness Act (“CAFA”). The district court dismissed the statutory consumer-fraud claim without prejudice. Greenberger amended his complaint and again the court dismissed the statutory claim, this time with prejudice (meaning it could not be refiled), and also denied Greenberger’s motion to file a third amended complaint. Greenberger’s other claims, however, were allowed to proceed. The court eventually granted GEICO’s motion for summary judgment on the breach-of-contract and common-law fraud claims, and accordingly did not address the issue of class certification. After an unsuccessful motion for reconsideration, Greenberger appealed. Greenberger’s suit seeking class
status alleged, in the court’s words, that GEICO “systematically underpays on its auto-accident claims by omitting necessary repairs from vehicle-damage estimates,” which Greenberger said “violates GEICO’s contractual promise to restore the insured’s vehicle to its preloss condition and constitutes statutory and common-law fraud.” The court ruled that the fact that the one piece of physical evidence, Greenberger’s car, is long gone means that the suit cannot proceed. “Greenberger gave away his car, and without it, he cannot prove that what GEICO paid him was inadequate to restore the car to its pre-loss condition,” the court wrote in its opinion. The court cited Avery v. State Farm, a decision out of the Illinois Supreme Court, in ruling that Greenberger could not preclude on his claim. “Among other important holdings, Avery established the common-sense proposition that a policyholder’s suit against his insurer for breach of its promise to restore his collision-damaged car to its pre-loss condition cannot succeed without an examination of the car. Greenberger gave away his car, and without it, he cannot prove that
what GEICO paid him was inadequate to restore the car to its preloss condition,” the court wrote. Avery also made clear that fraud claims must contain something more than reformulated allegations of a contractual breach. Greenberger alleged that GEICO never intended to restore his car to its preloss condition and failed to disclose that it regularly breaches this contractual promise. These are breach-of-contract allegations dressed up in the language of fraud. They cannot support statutory or common-law fraud claims. Among the repairs not included in GEICO’s original estimate were “masking openings to prevent overspray,” “covering the vehicle to prevent overspray onto glass,” “checking seatbelts to ensure they worked properly,” and “cleaning the car for delivery to customer.” Though legally distinct, Greenberger’s contract and fraud claims are all premised on the same basic factual allegation: that GEICO systematically omits necessary repairs from its collision-damage estimates in violation of the promise to restore the policyholders vehicle to its preloss condition. The
district court sidestepped the class-certification question, dismissed the statutory consumer-fraud claim, and then entered summary judgment for GEICO on the breach-of-contract and common-law fraud counts. Perhaps the most puzzling aspect of the case from the plaintiff’s perspective, is that he should have known better. Greenberger graduated from Yale Law School and currently works as an Associate Professor, and Associate Dean, at DePaul Law School in Chicago. In addition, Greenberger once worked as a clerk for the Seventh Circuit, the court that eventually threw out his case.
Progressive vs. Blue Ash et. al. Prepped for Appeal The Progressive vs. Blue Ash case has resulted in a summary judgment on two of the six counts filed against it by a group of independent body shops in Ohio. The shops have also agreed to dismiss the remaining four claims against Progressive, but the suit will continue. In 2009, Blue Ash Auto Body, Finney Automotive, and Valley Paint See Class Actions, Page 37
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Industry Insight with John Yoswick
John Yoswick is a freelance writer based in Portland, Oregon, who has been writing about the automotive industry since 1988. He is the editor of the weekly CRASH Network (for a free 4-week trial subscription, visit www.CrashNetwork.com). He can be contacted by email at jyoswick@SpiritOne.com.
New CIC Committee to Focus on Shop Data’s Capture, Use, Sale, and Reports Arizona shop owner Mike Quinn vehicle owners when this information opened his first Collision Industry is being captured or used in any way. Conference (CIC) as chairman of the Currently, Passwater said, shops quarterly gathering, held in January in have little in the way of choice about with Ed Attanasio Palm Springs, CA, by asking outgosuch issues, basically having to subing I-CAR CEO John Edelen to inscribe to an estimating system service, troduce new I-CAR chair John Van for example, under the terms offered. Alstyne, who takes the helm of the “If they do subscribe, they really training organization this month. don’t have any control of whether or Quinn followed Van Alstyne’s not their data is used beyond their own brief remarks by praising Edelen’s efinternal use,” Passwater said. “I think forts at transitionthe issue the collision repair industry ing I-CAR over the past three years. “If I’m able to engage the industry as much as John Edelen has engaged the indusMike Quinn try in the last several years, I’ll be successful as CIC chair,” Quinn said. The first meeting of a new CIC Outgoing I-CAR Chair John Edelen (l) and chairman’s term is generally set aside John Van Alstyne, the new I-CAR Chair as a “planning meeting,” one in which participants discuss the issues they’d has is that there should be some rights like to see CIC address in the coming for the individual subscriber that this year or two, and form the committees data cannot be used outside of their to which those issues are assigned. own internal use.” In Palm Springs, about 10 comScott Biggs of Assured Performmittees were approved to move ahead ance Network said he’d also like to with their proposals of what they see the committee address the issue of would work to accomplish in the comthe shop’s access to its own historical ing year or two. data once they no longer subscribe to A “Data Privacy Committee,” for that particular vendor’s service, for example, was formalized based on a example, or if they want to access taskforce that CIC their current data through another created last year to service or application. address issues related to the use of shop estimate and other data. The issue has continued to grow in imScott Biggs portance as the information providers shift toward “cloud computing” systems, in which estimates and even shop management system data are stored on the vendor’s General CIC session with approximately 200 computers rather than the shop’s. in attendance Tony Passwater, who chairs the new committee, said part of what it The CIC “Parts Committee” will do is identify how shop data is oversaw some of the most heated or being “captured, used, distributed, controversial subject matter over the sold or reported on.” The committee, last two years at CIC, particularly surhe said, also would seek to recom- rounding concerns about structural mend guidelines or standards to pro- non-OEM parts. That committee contect the rights of shops, insurers and tinues to have a long list of issues on
Shop Showcase
36 MARCH 2011 AUTOBODY NEWS | www.autobodynews.com
its plate for 2011. It will be co-chaired by Chris Northup, a former Keystone Automotive executive who continues to work in the non-OEM parts industry, and Chris Caris of PCG Campbell, a marketing and Tony Passwater communications firm whose clients include several automakers. In a first for a CIC committee, the Parts Committee will also have an “executive board,” that will consist of a representative from various segments of the industry (repairers, insurers, automakers, alternative parts and paint/materials). Several CIC participants offered ideas on issues the committee could address. Aaron Lofrano of F. Lofrano & Son Collision Centers in San Fran-
cisco, said he’d like the committee to address the issue of insurers asking shops to code parts in ways that don’t correctly identify them, as is required in some states. Biggs said he’d like to see the committee develop some industry “ground rules” on when it is and isn’t appropriate to use certain types of parts. “Establishing some practical logic instead of just arbitrary rules that someone throws on you to use ‘X’ amount of this and ‘X’ amount of that,” Biggs said. Rick Tuuri, who last year chaired the “Repairer-Insurer Relations Committee” said that group has already been asked for revisions to the “digital imaging best practices” document finalized just last year. Ron Guilliams, who had chaired the CIC Definitions Committee, received a standing ovation at the first See CIC Committees , Page 37
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Continued from Page 35
Class Actions
and Body filed suit against Progressive claiming that independent repairers (those not part of the insurer’s DRP program) are injured by Progressive’s claims handling practices. The shops charged that Progressive’s actions include illegally steering consumers to its network shops, illegal suppression of price, interfering with professional collision repair judgment, misusing estimating database information (including the use of a special version of the Mitchell estimating system created by Mitchell specifically for Progressive’s use), and the refusal to pay for necessary repairs on behalf of consumers. The case is currently in the hands of Attorneys Bill Markovits and Terry R. Coates of Waite, Schneider, Bayless & Chesley. Markovits told Autobody News that the gist of the claims was Progressive’s failure to pay for standard procedures as taught in any auto body tech program or textbook. Essentially Progressive was saying “we’ll pay for steps one, two, and five, but not for three and four.”
When the case was originally filed, plaintiff’s attorney Stan Chesley of Waite, Schneider, Bayless & Chesley, said, “This case is corporate arrogance at its worst. Progressive just walks all over these independent shops, and is trying to prevent them from performing the repairs that any reasonable consumer would expect.” On January 19, Hamilton County Judge Steven E. Martin entered a summary judgment in favor of the insurer on two of the six counts claimed in the suit. Those two counts, claiming breach of contract and unjust enrichment, primarily claimed that Progressive increases its profits at the expense of repairers by refusing to pay, or severely underpaying, for specific repair procedures that are commonly required to repair collision damaged vehicles. The judgment will be appealed by the shops however, and according to attorney Erica Eversman, some legal maneuvering was necessary in preparation for an appeal, including dropping the remaining four counts against Progressive. Eversman explained, “We wanted the decision to be immediately appealable. A judge can put that language in
an order, that it is immediately appealable, but the appellate court doesn’t have to accept that. Sometimes they don’t and send it back down to the trial court and tell the appealing party to wait until the entire case is over. So in order to make those two claims immediately appealable, we agreed with Progressive that we would “voluntarily dismiss the remaining claims without prejudice” which means we can refile them later, depending on the outcome of the appeal. The four claims that were dismissed include: Count 1: Deceptive Trade Practice (primarily involving tactics used to steer customers); Count 4: Tortious Interference; Count 5: Civil Conspiracy, Use of Unregistered Body Shops; and Count 6: Civil Conspiracy, Unlawful Conduct with DRP Shops.
to establish a breach of contract, the plaintiffs would have to show that the parts specified or used by State Farm did not restore the vehicle to its preloss condition. That case was watched very closely by the collision industry at the time, because the initial Avery verdict seemed to vindicate repairer concerns about aftermarket parts quality and would have established a more stringent standard for insurance companies relative to returning a vehicle to its preloss condition. In the GEICO case, the final Avery verdict was used to refute all of Greenberger’s claims, particularly since his vehicle was no longer available for examination. “Among other important holdings, Avery established the common-sense proposition that a policyholder’s suit against his insurer for breach of its promise to restore his collision-damaged car to its preloss condition cannot succeed without an examination of the car,” said the 7th Circuit ruling in the Greenberger case. The court also noted that the higher estimate issued by the body shop did not establish a breach of contract, although it would be admissible as supporting evidence.
Continued from Page 36
dustry terms. The committee also may develop some best practices or guidelines for the communication to customers from shops and insurers. “Is it, for example, right for the shop to be the one who informs someone their vehicle is a total loss, or that damage is not related to this particular claim,” Guilliams said. “In many instances, those lines of responsibility have been blurred. So one of the things the committee has been asked to look at is to try to get consensus on both sides on what really is the best practice, so we can standardize that.” Other existing CIC committees that will continue in 2011 will include “Education and Training,” “Governmental and Regulatory,” and “Human Resources.” CIC’s ad-hoc Marketing Committee reported in Palm Springs that its surveys after CIC’s last two meetings found that 87 percent of those responding said the presentations at the meetings had “good” or “very good” value for their business. More than 91 percent said the quality of the meeting content and the networking opportunities at the meetings were good or very good.
About the Avery vs. State Farm Case Avery was a nationwide class action against State Farm challenging the company’s practice of not using OEM parts to repair vehicles. The plaintiffs claimed that using aftermarket parts breached State Farm’s promise to restore vehicles to their preloss condition. The Illinois Supreme Court reversed a lower court ruling in favor of the plaintiffs, holding that in order
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meeting he has attended in more than a year. Guilliams, who was seriously ill and in a coma for a number of months in 2010, thanked CIC parRon Guilliams ticipants for the support he and his family received during his illness and recovery. “I’m really glad to be here,” Guilliams said, drawing laughter from CIC attendees. “I can guarantee you I wouldn’t be standing here today with the same outlook and view of life if it wasn’t for all the support from you in this room. I just want to thank you from the bottom of my heart.” He said he would serve as vicechair of the Definitions Committee in 2011, and that the committee planned to review CIC’s long-established definition of a “Class A shop,” would work to define a “green shop,” and would review CIC’s glossary of in-
www.autobodynews.com | MARCH 2011 AUTOBODY NEWS 37
Inside Insurance Not All “Referrals” are Created Equal with The Insurance Insider
I want to thank everyone who took the time to respond to my previous column on steering. I hope to address some of those comments and questions in future columns. A related issue is understanding what a referral is. “Referral” carries many meanings—positive or negative —depending on who you are talking to. Shops that participate in direct repair programs consider referrals to be as natural as the air we breathe. Simply stated, shops that are heavily-laden with direct repair work would die without the referrals, just as we would suffocate without air. With that dependence, they typically forget who their customer is, and how to market to consumers. Shops that don’t rely on work from direct repair programs view referrals as taking food off their table. They define a referral as a process in which the vehicle owner is potentially illegally steered to another body shop. What’s ironic is that the insurance industry (health care providers in particular) uses the word referral as a means for a patient to gain prior approval to see a particular doctor. Why don’t we view that type of referral as illegal or unjust when it’s essentially the same thing? You are told which doctors you can see and if you want to go outside of the network it may cost you more money. Hmmmm, sounds like a direct repair program. While there is a fine line between referring and steering, the latest direct repair programs to hit the industry can be viewed as referrals-on-steroids. It’s one thing to refer a customer to a particular shop. It’s quite another thing to completely remove the shop from its own business. Many insurance companies have immersed themselves into the collision repairer’s business like no other time in the industry’s history. Why? The business of insurance has become extremely competitive and costly as evidenced by the ungodly sums of money spent to entertain us with the gecko, Flo and Mayhem. The bottom line is the button line: In a shrinking market, you better retain your existing customers and try to steal some of the competition’s policyholders. All of that said, “If you want something done right, do it yourself.” Insurers believe that they can do a better job of servicing the customer’s needs than the
repairer. Having spent time on both sides of this fence, I believe there may be some truth to that. But one fact that can’t be argued is that there is a direct correlation between the vehicle owner’s experience with the body shop and their perception of the insurance company. This was probably a motivating factor for Allstate
buying Sterling. Allstate believed that if it could control the customer’s repair experience, they probably would see an increase in CSI and policyholder retention. The Progressive (Concierge) and GEICO (RX) direct repair programs have taken things to a completely different level. In the Progressive model, unless customers ask, they may not have any interaction with the shop. The Concierge program virtually eliminates the shop from the entire process other than the actual repair work. This is not a typical referral. This is more indicative of slave-master relationship. We, the insurer, will give you the cars we want to and you will do what we say. If you don’t agree, we will give the work to another body shop that appreciates the work. While many of you may say that’s the case with all direct repair programs, I can assure you that this is different. If as a shop you don’t have the ability to build a relationship with the customer, you not only lose that person as a potential future customer, but also any residual benefit from their word-ofmouth advertising for your shop. I personally would not recommend any repair facility building their business on repairing vehicles through a Concierge-like program. Here today, gone tomorrow! The GEICO RX program is a little more palatable. In this model, the customer actually drops his or her vehicle
38 MARCH 2011 AUTOBODY NEWS | www.autobodynews.com
The Insider is a corporate-level executive with a Top 10 auto insurer in the U.S.. Got a comment or question you’d like to see him address in a future column? Email him at Auto.Insurance.Insider@gmail.com
off at the shop where there is a GEICO adjuster with a desk and office who handles the GEICO customer from drop-off to pick-up. Although the interaction with the shop is limited, the integrity of the shop and vehicle owner relationship is somewhat maintained. The challenge with this model is how quickly a shop becomes beholden to GEICO. GEICO virtually doubles the shops revenue overnight. Larger-producing RX shops can expect to get eight or more referrals per day. This quickly creates an imbalance for most shops where GEICO becomes greater than 50 percent of their business. As you can imagine, the shop has limited ability to negotiate with GEICO, and the master-slave relationship becomes a reality. The shop is working for GEICO and not the vehicle owner. What’s the answer? There isn’t
one. The fact is insurance companies are going to continue to trend in this direction for several reasons. First and foremost, insurers are a copycat industry. Second, to be competitive you need to be innovative and change in a shrinking market as evidenced by the activities of some of the industry’s largest carriers. Repairers need to look at referrals as one means of growing their businesses. I’m not advocating for or against direct repair programs. The majority of the people reading this article rely on referrals for business. But if you are going to live by the sword, make sure you don’t die by it. Referrals can be healthy for a body shops business. If you want referrals, make sure that you never forget who your real customers are, how to market to your customers, and how not to lose yourself in the process. More on direct repair programs in my next column.
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ABPA Says Aftermarket Bumper Outperformed Ford Counterpart in Crash Test
ABPA says a laboratory crash test performed in December 2010 by MGA Research Corporation determined that an aftermarket bumper reinforcement bar outperformed its original equipment supplied (OES) equivalent, the Automotive Body Parts Association (ABPA) announced. The trial involved sled-testing a pair of 2007 Ford Mustangs into a front-end barrier at 5 mph (the same test presented by Ford at the Collision Industry Conference last November), measuring the effectiveness of the reinforcement bars and estimating the costs of repair to the aftermarket and OES-equipped vehicles. “We decided to incur the expense of further testing to illustrate comparable performance and to disprove the claim that it costs more to repair aftermarket-equipped vehicles than those with only OEM or OES parts,” said Eileen A. Sottile,
co-chair of the ABPA Legislation & Regulation Committee. “Tests have consistently demonstrated that aftermarket parts perform just as well as original equipment components, and consumers should feel good about having these parts on their vehicles.” While both parts effectively absorbed the impact and protected the vehicle occupants, a piece of the bumper fell off of the Mustang outfitted with an OES reinforcement bar. The lowspeed test did not result in the deployment of the air bag systems on either vehicle. Two repair shops which ABPA says are “highly regarded” were asked to calculate the costs of repair to the test vehicles without knowledge of the parts used in the crash test. One of the
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shops gave an identical estimate for repairs, while the other (a Ford dealer body shop) estimated that it would cost approximately $200 less to repair the aftermarket-equipped vehicle than the one with original equipment parts, which sustained more damage, according to ABPA. “When aftermarket and OEM parts performed equally well in trials at 35 mph, some industry members complained that the tests were conducted at too high a rate of speed, making all rebars ‘toast’ even though the government requires tests at 35 mph in order to test for occupant safety,” said Sottile. “Now that this low-speed test has vindicated the aftermarket in terms of quality, safety and damageability, the focus should return to preventing more cars from becoming total losses, which means everyone wins — the repairer, the insurer and, most importantly, the vehicle owner.” Sottile has previously said “The
aftermarket industry is a thriving part of the American economy and will continue to be," declared Sottile. "Consumers benefit when they have choice about which parts they use for car repairs, and competition prevents car company monopolies from charging excessive prices to line their pockets.” The ABPA says it will perform additional testing and also make those results public.
About the ABPA The more than 150 members of the Automotive Body Parts Association (ABPA) occupy more than 415 separate collision parts distribution, bumper sales, recycling facilities and manufacturing plants. Collectively, they are responsible for distributing more than 75 percent of independently produced aftermarket collision replacement parts sold to the collision repair trade. ABPA members warrant the products they sell and endorse the concept of Complete Customer Satisfaction . Visit www.autobpa.com. See www.autobpa.com and www.mgaresearch.com.
BASF Official Show Sponsor of NORTHEAST 2011 The Alliance of Automotive Service Providers of New Jersey (AASP/NJ) has announced that BASF Automotive Refinish has signed on as the official show sponsor of their 34th Annual NORTHEAST(TM) Automotive Services Show. The show takes place at the Meadowlands in Secaucus, New Jersey and runs on March 18,19, and 20 annually. “Having BASF come on board to sponsor NORTHEAST 2011 just adds to the national influence and perception our show is gaining,” AASP/NJ President Jeff McDowell said from his shop in Fords, New Jersey. “BASF’s decision to be the official show sponsor of NORTHEAST 2011 was really an easy one,” explained Darlene Eilenberger, Marketing Director for BASF Automotive Refinish. “We have displayed at NACE and SEMA, but we’re well aware that there is also a very important customer base who may not always be able to travel to Las Vegas. The NORTHEAST show is an optimal place for us to catch up with our customers in the Northeast region while showcasing our newest products. Given the increasing growth and in-
fluence of NORTHEAST, we wanted to show our support of this year’s event in a big way,” Eilenberger continued. BASF is also looking forward to participating in the educational portion of the show. “With environmental legislation pending in the Northeast region,” Eilenberger added, “we felt 2011 was the perfect year to actively participate in NORTHEAST — not only to increase visibility on our line of waterborne refinish products, but also to educate and network with the thousands of repair professionals who will be directly impacted by it. We are very excited to showcase our brands and meet with NORTHEAST Show attendees.” “This is the first time in all the show’s years that we have had a sole event sponsor for NORTHEAST,” McDowell said. “We are honored that such a prestigious company as BASF would incorporate its brand with NORTHEAST 2011, and we hope this is the start of a long and prosperous tradition.” For more information on the NORTHEAST 2011 show and AASP/NJ, visit www.aaspnjnortheast.com and www.aaspnj.org.
www.autobodynews.com | MARCH 2011 AUTOBODY NEWS 39