Low-Cost Steps Can Prepare For, Prevent Cybersecurity Disruptions
by John Yoswick Autobody News
Collision repair shops of all sizes in 2024 likely felt the impact of a cyberattack, albeit indirectly. Two such attacks on CDK Global over the summer hindered parts departments and body shop operations at thousands of dealerships around the country.
had no direct connectivity, but our operations were stopped and we had to pull people off of projects. And it took us months to clean that up.”
It demonstrated how deep the connection is among shops and suppliers, she said, and it prompted Caliber to look more closely at all of its dependencies and planning what it would do “if another CDK happened.”
CIF, Automakers Offer Support To Victims of Los Angeles Wildfires
Wildfires sweeping through Southern California have left destruction in their wake, forcing evacuations, destroying homes and businesses, and threatening entire communities.
The Collision Industry Foundation (CIF) is rallying to support professionals in the collision repair industry who have been impacted.
“The devastation caused by these wildfires is heartbreaking, and our hearts are with those whose lives have been upended,” CIF said in an email.
CIF encourages industry professionals and community members to participate in two critical ways:
Referral Assistance: If you know someone in the collision repair
REGIONAL NEWS
The disruption also affected independent collision repairers who order parts from those dealers -- a good example of how cybersecurity at shops goes beyond securing their own systems and data.
“CDK was like a fifth-level supplier to us. It was not on our radar, but it had such a big impact,” Ashley Denison, chief information officer for Caliber Collision, acknowledged during a panel discussion on data security at the MSO Symposium in Las Vegas. “Our shops couldn’t order parts. We had to make sure that [our systems] were safe and secure and
“It’s not just about protecting Caliber, but how do we react when something outside of Caliber happens,” Denison said.
Think about what your company would do, she suggested, if, say, CCC Intelligent Solutions had a similar issue and went down for days or weeks.
“What would you do to continue to bring revenue into your locations?” Denison asked. “So thinking through all those pieces of the chain from revenue and suppliers, and either
industry affected by the wildfires, CIF urges you to direct them to CIF’s online application. A CIF volunteer will promptly reach out to ensure they receive the necessary support.
Donations: The foundation has launched a dedicated campaign to raise funds for affected professionals. Donations, which are tax-deductible, will go directly to those in need. Donors can contribute via the CIF website.
CIF’s efforts come as part of its longstanding mission to support members of the collision repair industry in times of need. Whether through direct financial aid or connecting victims with resources, the foundation remains a critical
l CONTINUED ON PAGE 15
Largest Independent Body Shop in U.S.
Set To Close After 33 Years in Business
Leif’s Auto Collision Center in Tigard, OR, America’s largest independent body shop, is preparing to close its doors in April, marking the end of a 33-year legacy.
Leif Hansen, founder and owner of the expansive facility, which covers 5 acres and includes 130,000 square feet, confirmed the closure, which was first reported by The Oregonian.
“We are retiring here,” Hansen told KOIN 6 News. “Last cars will get out of here at the beginning of April.”
l CONTINUED ON PAGE 27
A panel discussion on cybersecurity at the MSO Symposium included, from left: Caliber Collision’s Ashley Denison, Spencer Colemere of Cisco, Jerry Davis of Microsoft and Kyle Rankin of CCC Intelligent Solutions.
NATIONAL
Passion, Process Keys to Mastering the Art of Collision Repair Refinish 12
Abby Andrews
The Cost of Contamination: How to Clean Up Your Paint Department to Drive Profit 16
Abby Andrews
‘Voice of the Technician’ Survey Reveals What Employees Want from Employers, Work Situations��������������� 4
Elizabeth Crumbly
Collision Facility Owner Moves Show Market Snapshots, Why Shops Continue to Draw
8
Paul Hughes
Start-Up Shops A Minority, But Still a Way to Grow, Get Into Collision Repair Industry 6 Paul Hughes
AI Will Augment – Not Replace –Invaluable Role of ‘Human Intelligence’ in Collision Industry������������������������� 14
Stacey Phillips Ronak
$171M Granted to Upgrade Crash Data Systems Nationwide 19 BendPak Strengthens Leadership Team 26 Collision Repair Industry Saw Revenue Decline, Surging Consolidation in 2024 30
GM Shifts Focus to Autonomous Tech for Personal Cars 23
REGIONAL
Auto Acquires Idaho-Based Marler Auto Supply 25
CIF, Automakers Offer Support to Victims of Los Angeles Wildfires 1 Huntington Beach Ford Faces Allegations of Fraudulent Practices, Retaliation 27
Largest Independent Body Shop in U.S. Set to Close After 33 Years in
COLUMNS
10 Things I’d Like to See in 2025 in the Collision Repair Industry �������������������� 17 Mike Anderson
PPG Receives Innovation Award for PPG LINQ Digital Ecosystem 11
Stacey Phillips Ronak
Auto Glass Trends for 2025: ADAS, Smart Glass and the Future of Vehicle Safety���������������������������������������������� 18
Leona Scott
Automaker Details Repair Procedure Development, Says It Will Audit Certified Shops 22
John Yoswick
Low-Cost Steps Can Prepare For, Prevent Cybersecurity Disruptions 1
John Yoswick
Shops Writing Larger Percentage of Initial Estimates for Direct Repair Claims
‘Voice of the Technician’ Survey Reveals What Employees Want from Employers,
Work Situations
By Elizabeth Crumbly Autobody News
The annual Voice of the Technician survey, conducted by online platform WrenchWay and its partner, the National Institute for Automotive Service Excellence (ASE), revealed significant trends in the industry about what technicians want from their employers and work situations.
The survey drew nearly 5,000 responses through organizations WrenchWay and ASE work with — a steep uptick from about 800 last year, according to Wrenchway cofounder and CEO Mark Wilson. Although
Hourly/salary structure saw a significant rise from last year, while hourly pay with a production bonus fell. George Arrants, vice president of the ASE Education Foundation, said that may be because bonus amounts could feel unattainable, and techs might prefer to know exactly what they will be making in order to budget and invest adequately.
Lots of young people today are working not for extra spending money, but to actually support families, Arrants asserted.
“Their decision on where to work at that early part of their career has to do with what they can make and
most respondents were automotive or diesel technicians, collision repair techs made up a small percentage. A panel made up of WrenchWay and ASE representatives evaluated the numbers and shared their findings.
What Technicians Want from Employers
When evaluating employers, 87% of respondents said they must have proper equipment in a shop, while 13% said it would be nice to have. A well-documented career path topic attracted must-have answers from 38% of respondents and nice-to-have answers from 55%. Paid vacation was a must-have for 83% and nice to have for 16%.
When it came to pay scale, 36% of techs preferred an hourly/salary structure, 25% an hourly rate with production bonus, 19% a flat rate with a 40-hour guarantee, and 18% a traditional flat rate.
rate of 8%, while the 16- to 29-minute choice drew a 35% response. The 30- to 59-minute option got a 48% response, the 60- to 89-minute choice drew 7%, and the 90-plusminute response got a 2% response.
The swing toward longer commute times, Arrants posited, might be related to job commitment.
“That’s pretty impressive that 48% would be willing to go a half hour to an hour. That basically adds two hours to your day,” he said. “Does that also say for the right job they’re willing to make the commitment to that company, which goes back to culture?”
These statistics, Wilson said, could mean shops should expand their applicant search radiuses to net technicians tired of conditions in their current jobs.
Tech Satisfaction
Technician satisfaction levels with current employers came in at 34% overall, down 13% from last year. The issue of whether shops do a good job of teaching new techs and compensating mentors drew a 28% positive response, down 14% from last year. And the question of whether shops provide good benefits drew a 53% positive response, down 10% from last year.
drew must-have responses from 67% of technicians, and 51% said their current shop provides it. Paid vacation was a must for 89% of technicians, and retirement benefits were a must for 72%, while 53% were satisfied with their current benefits.
Higher pay was a key industry issue that needs to be solved, with higher pay coming in at first or second for 78% of respondents and better pay structure coming in at 55%.
Overall Takeaways
Answers on a lot of issues, Arrants said, have stayed virtually the same over a period of years, indicating that action is essential to move the needle as a younger generation comes up.
Simple things like communication, he asserted, can go a long way.
“I don’t think it’s something that’s going to turn around overnight, but we’ve got to get some of these things moving in the right direction, because we want to attract these young people to our industry as our demographic is getting older,” said Matt Shepanek, vice president of credential testing programs for ASE.
what they can bring home,” he said. “Knowing the potential workforce that you have and being able to get them in and show them you care and making sure they have a livable wage — I think that goes a long way.”
Work Schedules and Commutes
When it came to work schedules, a four-day/10-hour day tied with five days/eight hours at 32% each.
“Either way as long as there are no weekends” drew a 7% response, and “as many hours as I can work” pulled in 27%.
Arrants said he thought the fourday/10-hour response would have been higher, but the lower rate might be based on technicians not understanding how to make a shorter week work for them, alongside the fact that parts suppliers might not be on the same schedule.
Techs looking at new employers said they would make a daily commute of 15 minutes or less at a
“A lot of this comes down to executive leadership if it’s a dealership, if it’s a shop,” said Jay Goninen, WrenchWay cofounder and president. “If the only thing you’re focused on is that month’s profit and loss, it’s really hard to attack some of this culture stuff. It comes from the top down in what you signify as the most important things.”
Progress in tech satisfaction levels will help with retaining people in the industry, he said.
“Being able to judge yourself, figuring out how you get better… That’s going to move the scale up,” he said.
And in the category of “what’s important to techs versus what employers provide,” 87% of those surveyed said proper equipment was a must, while 58% said their current shop provides it. Paid training
Obtaining honest feedback, Wilson said, is key in making improvements, adding that talking to techs in one-on-one settings or groups where they feel comfortable giving open answers can help.
The industry, he said, could also do a better job of sharing positive stories with the next generation in its recruiting efforts. For instance, he pointed out, 60% of respondents said their shops offer fair and adequate compensation, but the same subject was a big complaint when it came to the overall industry. This discrepancy, he said, could mean it took that person a long time in their career to find a job that fit them in this area, but that it’s still their No. 1 concern about the industry.
Shepanek agreed that sharing positive anecdotes is important and can offset statistics.
“While the numbers might not have looked great in some of these items in the survey,” he said, “there are a lot of people that are out there doing a lot of good every day.”
Start-Up Shops A Minority, But Still a Way To Grow, Get Into Collision Repair Industry
By Paul Hughes Autobody News
While ever and always a definite minority versus buying an existing collision center, start-ups — launching a body shop business from the ground up — can have legs.
It continues as an option for indie owners or techs with time in the business who want to add a location or, in the American Dream second only to home ownership, “be your own boss.”
Everyone thought I was a joke.”
The punch line: 23 years, $3 million annually, $11,000 average ticket, in 12,000 square feet.
“We built a building a hundred feet from the garage and kept adding onto it,” Paap said.
Orlando Collision Center didn’t launch in a garage or from experience. Drew Bryant’s 2011 “baby” began in a storage facility.
“I could just fit the nose of a car into it,” he said.
He was a Panera Bread regional training manager. “I didn’t even know how to paint cars.”
An uncle backed his play with “an $8,000 debit card,” Bryant said.
The 400 square feet was the genesis of his current 11,000 square feet. His second shop, at 34,000 square feet, will include training space and ADAS work, among other amenities.
20 staffers and $6.5 million in annual revenue.
Whittemore had added Scottsdale after several insurance claims managers from the Phoenix area, with whom he worked for the Vegas shops, suggested it. He took on Flagstaff when vendor demographic studies showed a need.
Flagstaff shops were more than 30 years old and “people were driving down to Phoenix,” Whittemore said. “My paint company said they need a
market; we’re trying to tell him it’s not as large here,” and limits his options.
Tough Crowd: Cons and Pros
Pantelis “Peter” Alexopoulos and Zoran Pipercic are partners in an M&A collision center consulting venture and lead a private Facebook group for buying and selling shops. Each has a couple decades in the industry.
“It makes more sense to buy a business,” Alexopoulos said. Existing shops have relationships with all the right parties, for instance — fleet accounts, insurers and so on.
Operators that start from zero “look for a building to convert, some sort of automotive-related” layout, he said.
In some ways it’s tougher — if it was easy everyone would do it. But start-ups offer benefits as well, or no one would. These include the chance to do it your way, learn from — by not repeating! — past mistakes, be all-in on and solely on the hook for results, and possibly that most fun one: naming rights.
Autobody News found intrepid entrepreneurs in Southern California, Arizona, Texas, Illinois, Florida and as far-flung as Canada. At least one wants to expand out of state, operating now in Cali, and attempting to add an operation in Texas.
New Year, New Work
You have to start somewhere, and some owners make that somewhere from scratch. Tim Paap’s Christmas wish list included a second start-up “or at least some satellite facilities.”
Paap Auto Body began in 2001 “in a two-car garage, 10 feet from the house.” Paap then added his first satellite, an ex-Jiffy Lube.
It’s become a “concierge shop” with “a really inviting office, drive-in estimating bays, drop-offs and pickups, rental cars; a whole bunch of PDR gets done there; we’re going to start doing PPF, too.”
He started-up because in his early 20s, “nobody would sell to me.
It’s another start-up, in a former medical technical vocational school building. Michael Whittemore was in body shops for nearly 20 years, rising to lead tech for BMW in Las Vegas. He opened his first shop, leasing “a brand-new building, already built,” in 2004.
good shop up there really bad.”
He started with start-ups of necessity. “We had $600,000. You’re not going to buy a business for that,” Whittemore said.
One operator of a 19,000-squarefoot shop in California has looked in the San Antonio, TX, area for a startup. His Core Commercial brokers, An Tran and Moises Hernandez, seek buildings running at least 15,000 square feet, and the land under them.
Hernandez said the owner will keep his California shop and expand to Texas to put profits to work “in a more businessfriendly market [without] the high tax rates” in his home state.
Three of four locations in Vegas and Scottsdale, AZ, under his New Look Collision Center moniker were start-ups.
Whittemore sold the four to Gerber five years ago, then completed another start-up, Flagstaff Collision Center in Flagstaff, AZ, which he and wife Theressa own. “We put the first cinder block in the ground.”
Their son-in-law is Paul Williams, president of Brightpoint Auto Body Repair, a multi-state MSO.
Flagstaff Collision Center is 30,000 square feet in the local auto mall, with
The slightly elevated size need flows from a soup-tonuts operation including all aspects of repair. California customers come largely from an Asian-American community and the owner wants the same in Texas.
“We’re educating him on demographics,” Hernandez said. “He’s used to dealing with that
“Nobody’s doing it from brownfields,” Pipercic said, referring to sites with environmental issues. Startups are by “technicians stepping up, someone in the industry.”
“Of course it would’ve been better to buy a shop,” Whittemore said of his first start-up. “There’s history of sales and profits, it’s easier to go to the bank or equity partners.”
As to company culture, “You might even adopt stuff from a good [one].”
Canada’s Carl Jamieson essentially launched Abbotsford Maximum Collision 27 years ago. The hibernating shop at the time had some abandoned cars in the lot, and that was about it.
“We started under a real shadow,” Jamieson told Autobody News. “Repair orders one, two and three were the abandoned vehicles: the shop had closed its doors” partway through the work.
Jamieson had to establish relationships with insurers, reconvince customers the shop would do the work, and build itself in the market. It took at least five years to break even.
“Start-ups are kind of fun, but it takes a good four to five years” of work, Whittemore said. “They really need to understand that. You don’t just open the doors. People think they’ll be profitable in a month or two.”
Michael and Theressa Whittemore started Flagstaff Collision Center in Arizona after selling their four previous shops to Gerber Collision & Glass, three of which had also been start-ups
Michael and Theressa Whittemore’s Flagstaff Collision Center in Arizona
Carl Jamieson in his shop, Abbotsford Maximum Collision
Collision Facility Owner Moves Show Market Snapshots, Why Shops Continue To Draw
By Paul Hughes Autobody News
Rock bands and small businesses start in the garage. Tough to find something more suited to such digs than a body shop.
Two transactions — one commercial, one residential, none needing electric guitars — some 1,600 miles apart illustrate that truth, along with one or three items on the industry and its operators and two markets they serve.
Daniel Palermo this fall sold Palermo’s Auto Works in Rochester, NY, and is starting up an as-yetunnamed new venture in Colorado Springs, CO. He’s considering calling it Palermo’s Paint and Auto Spa, to include detailing, ceramic coating and possibly PPF.
The first takeaway, though, is he made it.
sold.
William Melnikov is the new owner. “I accidentally bought it,” he joked. “It came along at the right time.”
Melnikov is 27, about what Palermo, now 36, was when he opened in 2017. Melnikov alternated among three Crash Champions sites for 10 years; Palermo started in the industry at an uncle’s and did two years in vo-tech. Both have been in the body shops since their teens.
Palermo’s Auto Works hit $700,000 to $800,000 revenue annually, with 38% NOI, prior to sale, Palermo said. His new shop in Colorado will be in garage space next door to his family’s new house.
What One Might Find Moving Business, Family
The Rochester shop was on a fourlane highway near an interstate.
Personal Concerns Guide Why, How Body Shops Go
Running a body shop involves lots of people and can get pretty corporate.
Buying and selling one stays deeply personal, Palermo said, no matter how many people get into it.
He and wife Kaylie have five kids, and extended family in Colorado Springs. The couple spruced up their house in New York and sold it in a week. The shop took 40 days.
Both sold for less than expected, with the 4,500-square-foot shop slashed from $175,000 to $120,000 to seal the deal. The price was competitive in the area and included all the equipment.
“I could’ve got asking, but I wanted to get out of there; I missed my kids,” Palermo said, as the rest of his family had already headed west to scout new homes. “I lived in the camper in the parking lot of the shop” until it
Data-Driven: Colorado Springs vs. Rochester
A Google search shows comparable unemployment in both cities as of September. Colorado Springs has twice the “city limits” population, but only three-fourths the metro area numbers, spread over five times the space.
“The Northeast has high population density,” said Madeleine Roberts Rich, a Focus Advisors senior associate in its automotive M&A practice. The region is also known for a high concentration of auto dealers with shops.
She confirmed a “very big presence” in Rochester by the three MSOs Palermo also found in Colorado Springs.
Amid larger shops, Palermo’s Auto Body “was on a dirt road in the country, an hour from the city, and
people were driving out there daily. There was always enough work, including specialty work,” Palermo said.
Most business was the equivalent of private pay health care — “elective surgery” in a sense, such as getting rid of dents or painting rims black. Palermo specializes in painting and hires body techs.
“Nothing flashy, but pickier than heck,” he said. “Texting at all hours. Made me better but drives me bonkers.”
Melnikov plans to keep the shop name, which after nearly a decade is well-known. He said he’ll pursue DRPs and fleet accounts, and offer a better work environment than corporate shops. “I’ll appreciate them more,” he said.
Palermo said after five weeks in Colorado Springs, he’d found jobs at 30 shops and gotten one interview.
“A painting position, with an MSO. The guy was awesome, one of the best managers I’ve ever met,” Palermo said. Still, “in Rochester, I could probably get a job in an hour.”
He looked at buying a shop but found asking prices and lease rates astronomical, compared to the site he sold. “They want an insane amount of money,” Palermo said.
Instead he’s opening in Divide, CO, a suburb of “The Springs,” as locals call the larger metro area. He said the area is “more lenient” as to regulations and has “fewer mom-andpop shops than Rochester.”
He’s found many MSOs there, including Caliber, Gerber and Crash Champions.
On his new 2,500-square-foot shop, he said, “I don’t have ambition to grow it as big” as Rochester. “With the location, it won’t get there anyway.”
There are also independent multi-shop operators — intra-market chains that can be favorites of locals precisely because they’re not part of a private equity-backed behemoth.
“It’s a competitive market,” she said of upstate New York.
Colorado has fewer indie MSOs but is more than a little known for backing homegrown enterprises — Crocs or Otterbox, anyone? And automotive groups are still strong in collision centers here.
“Certain cultures really care about supporting local businesses,” Roberts Rich said. And add Classic Collision to the Springs competitors. It bought Williams Body & Paint in August, she said.
Average rates are comparable in the two markets. LaborRateHero.com shows 17 body shops within 25 miles of Eastman Kodak HQ in Rochester, 41% either Crash Champions or Caliber. Body or paint average $74 an hour; storage rates average $85 a day; pre- and post-scans are $89. The site lists 33 body shops within 25 miles of the Air Force Academy in Colorado Springs, 57% Caliber and Crash Champions, averaging $76 an hour for painting or body work, $81 a day for storage, and $96 and $111 for pre- and post-scans.
Palermo’s Auto Body in Rochester, NY
Kaylie and Daniel Palermo
William Melnikov
Shops Writing Larger Percentage of Initial Estimates For Direct Repair Claims
By John Yoswick Autobody News
Initial estimates prepared by insurance company staff are becoming increasingly rare for direct repair claims, according to data shared by CCC Intelligent Solutions at the MSO Symposium in Las Vegas during SEMA week.
within the collision repair industry and also within the insurance space has been the large shifts in vehicle values,” Krumlauf said. “Vehicle values increased significantly in 2021 and especially in 2022, leading to fewer total losses and more heavier-hit vehicles being repaired. We’re now on the other side of this, and while used vehicle
As recently as 2017, insurance adjusters were writing more than 40% of initial estimates for repairable vehicles. In the first nine months of 2024, they wrote less than half that — just 18% of such estimates.
The data, presented by Krumlauf , CCC’s director of industry analytics, showed more than 45% of initial DRP estimates in 2024 were prepared at shops. That’s almost a full percentage point higher than in any recent year, when DRP shop appraisals comprised between 37.4% (2018) and 44.2% (2021) of the overall total.
Over the same time period, virtual/photo estimates have grown from less than 1% of claims volume in 2016 to more than 1 in 4 (25.6%) in 2024.
Attached the contract with some changes. We are on Collisionlink , OPSTRAX, CCC, Par ts Trader& Reparlink . Web address is www.fair viewrd.com.
wholesale and retail prices continue to recede, the value decreases
CCC data shows total losses accounting for 21.2% of noncomprehensive claims in 2020, before falling to 19.2% in 2022, but rising to 20.8% in 2023 and 22.4% this year through the third quarter
Krumlauf said the age of the vehicles in operation is also really showing up in claims data as well.
is down about one hour overall for drivable claims, although it is starting to come up gradually, as well as down about 0.9 hours per repair day for non-drivable vehicles,” Krumlauf said. “The question is really why is this? And I think it’d be easy to point fingers here, but I think we need to delve a little bit deeper and understand why that is.
“First, let’s take a look at
diagnostics,” he continued. “About 83% of all repairable appraisals through a DRP shop now include a scan, and about 24% of those include some form of calibration.” Krumlauf said the rise in the average number of supplements — and the length of time it takes for insurers to approve those supplements — could also be contributing to the decline in labor hours produced per day.
Shops using CCC’s Open Shop system may have seen an increase in claims volume as well, with more than 8% of initial estimates CCC processed each year since 2022 going through Open Shop, up from between 5.1% and 6.7% in prior years.
et me know if you need anything else.
It likely won’t come as a surprise to most shops that total losses have been up significantly in the first nine months of 2024.
“One of the most influential factors over the past few years
“Maybe the most relevant [claims] mix shift, at least in my eyes, over the past few years has been with our aging car [population],” Krumlauf said. “Vehicles seven years or older represented 35% of repairable claims in 2019. They now represent close to 45%, almost a 10 percentage point increase. On the other hand, vehicles 1 to 3 years old represent over seven percentage points less in the repairable mix. Now, much of that can be attributed to the fact that there were simply fewer vehicles produced and sold for those model years, especially between 2020 and 2023.”
Another trend Krumlauf highlighted is the decline in shop labor hours produced per repair day for direct repair program (DRP) claims.
“What we can see is that this
CCC data shows insurance personnel are writing far fewer of the initial estimates for DRP claims. Hours
PPG Receives Innovation Award For PPG LINQ Digital Ecosystem
By Stacey Phillips Ronak Autobody News
PPG received an Innovation Award for the PPG LINQ digital ecosystem during the Automechanika Frankfurt Show in September. The award recognizes outstanding technological developments with significant market relevance in the automotive supplier industry, automotive workshop and services sector, or original equipment manufacturers (OEMs).
“The PPG LINQ digital ecosystem is really a complete digital solution in a market where optimizing the use of materials and efficiency is so important,” said Jason Moseley, a presenting juror at the Automechanika Innovation Awards ceremony. “That is why we have chosen this new system as the winner.”
“We are honored to receive this esteemed award,” said Jerome Zamblera, PPG vice president, Europe, Middle East and Africa, Automotive Refinish. “It is a testament to our commitment to innovation, excellence and sustainability in the refinish industry. The deployment of digital tools
allows us to create a better working environment and attract the younger generation to the industry.”
Zamblera said on behalf of the company, he takes pride in the team that worked on the project since its inception.
Introduced a year and a half ago, the PPG LINQ digital ecosystem is available worldwide. It includes the following components: PPG LINQ COLOR™ software, the PPG MAGICBOX™ body shop assistant, PPG VISUALIZID™ software, the PPG DIGIMATCH™ spectrophotometer and PPG MOONWALK®, the company’s award-winning, automated paint mixing system launched in 2019.
Zamblera said the product was created to assist painters in modernizing their repair processes using the cloud-based platform and its interconnected digital hardware, software and innovative services.
“Everything we do in terms of new product development is driven towards providing higher productivity in the shop, reducing the carbon footprint, and making the job more attractive to the young generation,” he said.
Zamblera said PPG LINQ is easy to
use, saves labor time, reduces waste and transforms the mixing room into a clean and safe environment.
“Everything that painters have done in an analogic manner, they can now do digitally,” he explained. “A body shop painter will save, on average, between 20 to about 60 minutes on each job when they do color matching.”
The system can automate routine tasks and optimize resource use, which can reduce operational costs for body shops.
In addition, he said using the product reduces material waste, energy consumption and process times, which contributes to meeting sustainability goals.
“Helping to reduce waste is very important,” noted Zamblera. “That’s one of the key attributes of Moonwalk because of its high level of accuracy.”
One way to help reduce shops’ carbon emissions, according to Zamblera, is by changing their habits in the way they process products. For example, PPG’s air-drying technology eliminates the need to put a spray booth in baking mode.
“They can let the product dry at ambient temperature without the
need for it to cure, which means they can air dry a primer or a clear coat in 20 to 30 minutes,” he said.
Zamblera said the one common theme across the globe in the industry is the lack of skilled labor.
Automating and digitizing some of the tasks painters have been doing allows others in the shop to help manage the process of color identification, matching and mixing.
He said PPG LINQ can also assist with the recruiting and hiring process by attracting a new generation of employees.
“Leveraging technology demonstrates that a shop painter doesn’t have to work in a dusty, filthy, noisy shop,” he said. “Instead, they can work in a very clean and digitized environment.”
To help collision repair students learn the critical skills they need, PPG’s foundation provides advanced technology and products.
“PPG LINQ includes scalable solutions that can be tailored to various business sizes, making it an indispensable tool for automotive professionals,” he said. “With precise application and monitoring systems, it ensures consistent, high-quality results, reducing the risk of errors and rework.”
•
Passion, Process Keys To Mastering the Art of Collision Repair Refinish
By Abby Andrews Autobody News
Bruce Sorensen Jr is a master paint technician with years of experience working on luxury vehicles at No. 1 Collision Center, an MSO with five locations in Canada, one in Bellingham, WA, and another coming soon in Newport Beach, CA.
training to ensure the same quality of work, no matter the vehicle make, Sorensen said.
“The quality has to be presented the same, and the pride has to be presented the same,” he added.
OEM certifications can play a big role in how the technicians repair some cars.
“Our techs are more and more trained, almost to a doctor level, of working on vehicles. There’s no more panel beaters anymore,” Sorensen said. “They’re very precise.” No. 1 schedules and pays for its techs’ OEM certification training. For someone who has to do that on their own, it may seem daunting, but it’s worth it, Sorensen said.
“You can’t have enough [certifications] in how this is pushing the craft in the future,” he said. “The certifications are going to be the future of the trade.”
dust control.
Color Matching in High-End Refinishing
Strandberg asked how Sorensen color matches finishes on cars made by BMW and Mercedes-Benz that until recently may have only been available on exotics.
Sorensen said he gets information from the OEM, as well as field formulas from techs across the U.S.
Sorensen added.
Strandberg asked if Sorensen has any favorite finishes — or any he dreads.
“I love blue, but I don’t really love a blue car,” Sorensen said. “I love spraying black. It’s very easy. It’s a great money maker. Everybody’s in it for the money, no matter what.
“I just did another flat, clear job this past week,” Sorensen said. Those can be intimidating, but again, Sorensen said to “just calm down. Take it easy, work through it. It’s no big deal. And that’s no different than any other, harder color or different texture,“ he said, like some of the greens Mercedes-Benz, BMW and Porsche have come up with.
How to Become a Great Refinish Tech
He recently appeared on The Collision Vision podcast, driven by Autobody News and hosted by Cole Strandberg, to discuss OEM certified refinishing and the precision and tools required to work on high end vehicles.
Getting Started in Collision Repair Refinishing
Sorensen said he grew up a creative kid. When he was 15, he worked on his first car. He later received on-thejob training in a collision repair shop.
“We were combo techs at the time,” Sorensen said of his first job in a shop. “You cleaned the bathrooms, you swept the floor, you replaced quarter panels, you painted the car, you sand the car, you did the whole thing.”
Sorensen said his employer told him he would be a painter someday, but Sorensen “shrugged it off…I had no idea at that time, probably 18, 19 years old, that later it would come full circle, and what I’m into now, which is amazing. So it was quite the journey.”
He has applied the skills he’s learned over the last nearly three decades to his current position working on premium vehicles with No. 1 Collision Center. Strandberg asked about the unique challenges related to working on those types of vehicles.
“That’s always a tough one, because we really try to keep standard and premium the same,” Sorensen said.
The technicians at No. 1 have invested a lot of time and money into
Sorensen acknowledged the training is less travel-intensive for paint techs like himself, as it is mostly online, while body techs usually have to go an automaker’s facility. Sometimes those trips can be to interesting locations though –recently some body techs at No. 1 went to Germany for Porsche training.
Tools and Technology
Strandberg asked what tools and techniques Sorensen relies on most to achieve perfection when refinishing high-end vehicles.
“The biggest thing that I rely on is paint guns,” Sorensen said, adding he looks for consistency and reliability that allows him to match any texture, as well as great customer service from the manufacturer.
He also needs a good camera system and paint booth.
“Paint booths don’t get looked at enough, being a huge part of your refinish,” he said. He prefers one that provides good airflow and
“They have great documentation, even in the chips. The chips are all sprayed. They’re not printed. So the reliability on the chips is is bar none,” he said. “And that still comes with spray outs. You still have to do spray outs in your own environment, the temperatures in your booth, the humidity, different paint guns, different air pressures. They’re all going to change the color slightly. Doing spray outs is 100% key to a successful color match.”
Some of the finishes may seem difficult, but refinish techs should jump in and try them. “You never know until you get the first one done,” Sorensen said. “Practicing your trade is key.”
Refinishing high-end vehicles can also require problem-solving.
“There’s been many times that I’ll look up a formula and it’s got a brand new toner in it. I don’t have that toner. This car still needs to be sprayed today. I won’t be able to get that toner. What do I do?” Sorensen said. “You come up with crazy solutions sometimes.
“Sometimes you’re flipping through chips and looking for something to start with. You find something to start with. You start supplementing different toners to get you to that level. That’s where maybe the art, the chemistry part of it comes from,” he said.
“The figure-it-out part is one of the biggest parts in the trade,”
Sorensen said becoming a great refinish tech starts with having a process in place. “I have a process. I stick to my process. Some may think that my process is a little overkill; it works for me,” he said. “It hasn’t worked for a lot of people that have worked under me, but my team right now is amazing. They stick to the process and we try to achieve great finishes, some of the best finishes around.”
Strandberg asked about balancing efficiency with quality when working on more complex finishes.
“It can be tough because we all have to bring home a paycheck,” Sorensen acknowledged. “I will put that aside to really care about what you’re doing. The money will come later. You can’t always worry about how fast you could get something through.”
Sorensen said it’s important to focus on making sure the car is repaired and refinished in such a way that you can be proud of it and the customer will appreciate it.
“You really have to be obsessed,” he said. “In this field, the passion, the commitment all plays a role of doing high end finishes.”
Aspiring refinish techs should “practice your trade,” Sorensen said. “Being passionate is the only way you can get to the top.
“I don’t feel like I’m at the top yet. I feel like I have a ways to go,” he said. “There’s a lot of people out there, a lot of refinish techs that I would say they’re way further along than me.
“Being obsessed is probably one of the funniest keys that my wife gives me crap about,” he added. “But being obsessed…is probably the only way you’re going to get there.”
No. 1 Collision Center specializes in repairing and refinishing premium brands. All images via No. I Group’s Facebook page.
No. 1 Collision exterior
A customer’s refinished BMW.
2025 Series Topics:
End of the Era of Single Store Generalist Shops
Technology Takeover: The Impact of ADAS & Calibration
Talent Shortage & Workforce Development
Sustainability in Collision Repair: Going Green
Evolution of OEM Certifications
And more
AI Will Augment – Not Replace – Invaluable Role of ‘Human Intelligence’ in Collision Industry
By Stacey Phillips Ronak Autobody News
As artificial intelligence (AI) continues to evolve, it is increasingly being used in the collision repair industry for tasks such as damage assessment, estimating repair costs, and parts ordering and inventory management. However, many industry experts believe human intelligence (HI) will remain essential, particularly in complex decision-making, customer interactions and quality control.
Josh McFarlin, president and COO of AirPro Diagnostics, and Tim Ronak, senior services consultant at AkzoNobel, discussed the role of AI and HI in collision repair during a presentation held at the SEMA Show in November 2024 as part of the Society of Collison Repair Specialists (SCRS) Repairer Driven Education series.
Looking to the future, they predict there will be a hybrid approach, where AI augments the expertise of skilled technicians, leading to more efficient processes without replacing the invaluable role of human judgment.
McFarlin began the presentation by describing AI and HI. He shared two definitions of AI, one from IBM and the other based on asking an AI chatbot to define itself.
According to IBM, AI is technology that enables computers and machines to simulate human learning, comprehension, problem solving, decision-making, creativity and autonomy.
AI described itself as a branch of computer science that uses algorithms, data and computational power to create machines that can perform tasks that typically require human intelligence.
McFarlin defined HI as the ability to learn from experience, adapt to new situations, understand and handle abstract concepts and use knowledge to manipulate one’s environment.
“Human intelligence, at its best, can be summarized by an unofficial slogan for the U.S. Marines: improvise, adapt and overcome,” he said. “That’s what makes human intelligence, in my opinion, different from AI.”
McFarlin shared examples of AI being used in the automotive industry, such as self-driving cars and virtual personal assistants. He explained AI can currently be categorized into narrow and general.
“Narrow AI is designed to perform
a single task or very limited set of tasks and lacks the ability to adapt to new situations outside of its programmed domain,” he said. “General AI aims to replicate humanlike intelligence and will perform a wide variety of tasks across different domains and is largely theoretical.”
helpful.”
For those interested in exploring how to use AI in their businesses, McFarlin suggests asking AI how to accomplish X, Y or Z and providing options to achieve that result.
“What ChatGPT and other products like it are doing is crawling
The best-known example of an AI application, according to McFarlin, is likely ChatGPT (Generative, Pretrained transformer), an AI machine trained on a database that runs on a foundational large language model (LLM). Many in the collision industry are familiar with ChatGPT, including McFarlin and Ronak, who generated images used for their presentation by visiting an AI platform online. They also used AI to help build the presentation.
McFarlin shared some of the overall benefits of using AI in business, such as automating repetitive tasks to reduce human errors, improve productivity and ensure accuracy. AI has also been proven to make data processing and analysis more efficient.
He used the example of monitoring thousands of sales calls. While AI can do this almost instantaneously, McFarlin said it would take a significant amount of time for a human resource to listen to just a sample of those calls.
Another advantage of using AI is the ability to recognize patterns in large datasets.
“Finding patterns in large datasets, especially when they’re really large data sets, is not an easy thing to accomplish,” said McFarlin. “It takes time. Being able to automate that process and have it present you results almost instantaneously is very
about the synergy of using both together and shared examples.
Improved Decision Making: AI can quickly provide data and insights while HI considers context and ethical judgment. For example, AI will help compile the results of sales training calls and a manager or coach can come in and work with employees in a fair and understanding way.
Customer Service: AI can handle repetitive tasks and provide fast response times; HI focuses on more nuanced interactions.
Accurate Forecasting: AI procures data whereas HI brings strategic oversight and context.
Learning Experiences: AI handles real-time feedback and support while HI interprets the outcomes and ensures it is used ethically.
Using AI in the Collision Repair Industry
the web for all the information available, and they’re serving that back up to you almost instantaneously as a result so that it’s faster than Google,” he explained.
McFarlin then discussed some strengths of HI, such as the importance of empathy and emotional understanding, which is often referred to as emotional intelligence.
He talked about how human intelligence provides creativity and innovation with the ability to think outside the box, understand context and moral implications with ethical decision-making, solve complex problems, and adapt to changing situations.
“Unless you really define the parameters, AI will provide the most direct route from A to B,” noted McFarlin. “It’s not necessarily going to tell you whether that route is the best way to handle an employee, so you have to give it some guardrails.”
McFarlin also mentioned some limitations of AI and HI. He said AI lacks common sense, does not have the ability to identify ethical dilemmas, and has biases in algorithms depending on how it is embedded in the data. HI limitations include cognitive biases, emotional responses, indecisiveness, speed, cost and availability.
After discussing the pros and cons of using AI and HI, McFarlin talked
Ronak discussed some applications for AI in the collision repair industry, the first of which was damage assessment and estimation. AIpowered image recognition software is currently being used to analyze photos and estimate repair costs, potentially reducing the need for inperson inspections. After a collision, a vehicle owner, estimator or adjuster can use AI to capture photos that are uploaded to an app that uses image recognition to evaluate the vehicle’s condition.
The AI model analyzes the images and uses computer vision to find visible damage. It then classifies damage severity based on thousands of pictures of similar damage patterns and their repair histories.
As part of the damage assessment, the AI model estimates repair costs based on parts, labor and other repairs.
“Within seconds, AI provides a breakdown of estimated costs and the time needed for repairs,” Ronak explained. “The estimate includes a preliminary list of damaged parts and repair recommendations, such as ‘repair or replace,’ and an estimated cost.”
Ronak said the estimate can, and should, be adjusted by a human appraiser, when necessary, but AI typically reduces the need for manual adjustment. After being finalized, the estimate is shared with the customer and repair shop, which can streamline the insurance claim and repair process.
“AI-based damage assessment
Tim Ronak, left, and Josh McFarlin, right, discussed the role of artificial and human intelligence in collision repair during a presentation held at the SEMA Show in November 2024.
support system during disasters.
For those impacted or looking to help, CIF emphasizes the urgency of acting now. “Your support can make a real difference for those facing tremendous challenges,” the organization stated.
As the wildfires continue to impact Southern California, the Collision Industry Foundation remains committed to aiding those who are the backbone of the repair industry. For more information or to contribute, visit the CIF website.
Automakers Offer Payment Relief, Donations
Several automakers announced donations to various organizations aiding wildfire victims, as well as payment relief options for affected customers, including deferred payments and account assistance.
Mazda Financial Services (MFS) said customers in officially designated disaster areas may qualify for lease and payment deferrals, redirection of billing statements, and flexible phone or online payment arrangements.
Impacted Mazda customers are encouraged to reach out to MFS
directly by calling 866-693-2332 to discuss account-specific options and relief eligibility.
Hyundai and Genesis are donating $100,000 to the American Red Cross and $100,000 to the Los Angeles Fire Department Foundation to support disaster relief and recovery efforts, particularly for evacuees and first responders.
Hyundai and Genesis owners whose vehicles were damaged in the fires may qualify for the SoCal Wildfire Relief Buyer and Owner Assurance program, which includes $1,000 toward the purchase of a new 2025 Hyundai vehicle or $2,000 toward the purchase of a new 2025 Genesis vehicle.
To be eligible, customers must provide documentation from their insurance company confirming their vehicle sustained damage due to the wildfires. The new vehicles must be purchased or leased between Jan. 7 and March 1, with delivery completed by March 31.
Additionally, Hyundai Capital America, which manages Hyundai Motor Finance and Genesis Finance, is offering payment relief solutions for eligible customers.
Customers seeking assistance can contact Hyundai Motor Finance at (800) 523-4030 or Genesis Finance
at (844) 363-7477.
Toyota Motor North America will match employee donations to The American Red Cross and SBP, while Toyota Financial Services and Lexus Financial Services are offering payment relief options to affected lease and finance customers in designated disaster areas.
Customers can contact Toyota Financial Services at 800-874-8822 or Lexus Financial Services at 800874-7050. Online assistance is also available through the respective customer portals.
Ford Motor Company, through its philanthropic arm, announced new grants to benefit the Los Angeles Fire Department Foundation and the California Community Foundation Wildfire Recovery Fund.
Ford Credit is offering payment extensions for customers impacted by the wildfires. The company is also
collaborating with the Red Cross, Feeding America and Team Rubicon to provide food, shelter and other essentials for displaced families.
Kia America announced a $250,000 donation to the American Red Cross to provide immediate assistance to families and neighborhoods devastated by the wildfires.
Kia is also offering financial hardship support to affected customers. Eligible customers can receive payment relief solutions, including a $1,000 cash rebate on select 2024-2025 Kia models. Impacted individuals are encouraged to contact their local Kia dealer for details, though restrictions apply.
Kia Finance is also extending payment relief to customers living or working in designated evacuation areas, who can reach out to Kia Finance at 866-331-5632 for assistance.
The Cost of Contamination: How To Clean Up Your Paint Department To Drive Profit
By Abby Andrews Autobody News
The paint booth is one of the most critical aspects of a collision repair shop’s performance, but contamination – from the vehicle, the painter or in the booth itself – can lead to costly re-dos, eating into a shop’s bottom line from multiple directions.
Rick Selover, national account manager with Garmat USA, appeared on The Collision Vision podcast, driven by Autobody News and hosted by Cole Strandberg, to talk about the main sources of contamination, solutions to reduce cost and best practices for maintaining paint booths to maximize their performance.
Selover has more than 40 years in the industry, starting as a technician, during which time he painted both in booths and on open floors. He later moved into paint material distribution. Recently, he joined Garmat USA.
He built a presentation on the “cost of contamination,” based on his experience with the issues dirt and other contaminants can cause when refinishing a vehicle, and how to minimize them.
“I dive really deep into the costs of contamination, because I don’t think most shops really realize how much it does cost them,” Selover said.
Selover said he got input from manufacturers, distributors, paint and material distributors, paint company reps and collision repair instructors to identify the three root causes of contamination.
“It’s either the booth, it’s the vehicle, or it’s the painter,” he said. “All three of those have multiple issues that may be tied back to them as the root source.”
However, the painter can mitigate any dirt brought in by the vehicle before it goes into the booth, Selover pointed out.
“It really boils down to the booth and the vehicle, and it’s almost a 50/50 split, but…a painter can prevent a lot of his own problems,” Selover said.
The paint itself arrives clean, as do spray guns and paint booths, he said. “But sometimes between when everything’s brand new and you actually get that vehicle in the booth, pull the trigger, you’re bringing in some dirt as a painter.”
Slacking on maintenance makes it difficult to get a clean job.
Selover said he has heard from many shop owners who can’t figure out why their paint material bill is so high, or why their refinishes always
“come out looking like crap.”
Most shop owners notice when a monthly statement shows an extra $4,500 spend on paint, but they don’t see the hidden costs of re-dos.
There are four cost components to a re-do: materials the shop wasn’t able to sell because it had to use them to repaint a vehicle; energy to run the equipment; production, as a re-do “chews up” a paint booth cycle at an average cost of $4,300; and retention, when a painter eventually leaves for another shop because they’re also losing money on too many re-dos.
He recommended purchasing from a distributor that will perform regular inspections of components like filters, control panels, pulleys and fans; change filters when necessary and supply more if they need to be changed between visits. He said the distributor should also keep a log of inspections and maintenance actions needed.
Garmat does an annual “deep clean” for its customers, Selover said.
“They pull everything out. They power wash the floor, the grates, the walls. They clean the lights out. They go through all the mechanicals.
“Most painters don’t realize how much they’re losing every time they have to re-do a job. Well, I’ve got those numbers too, and I think they’d be shocked,” Selover said.
The poor first finish could be the fault of a shop owner not keeping up with maintenance on air filters, for example, or it could be the painter’s fault: “Maybe they didn’t throw a suit on. Maybe they sanded a job between coats, maybe they’ve got five parts racks full of garbage and stuff in their booth that they work around,” Selover said “There’s a million factors to this.”
No matter whose fault it is, the money lost to re-dos could pay for a lot of preventative maintenance or new equipment that would prevent them going forward, Selover said.
“I think the sooner shops get an understanding of what’s at stake here, they may react a little bit differently than they have in the past,” he added.
Booth Maintenance
Maintaining a paint booth isn’t difficult, Selover said, if a shop buys the booth from a distributor that offers service.
because it’s a cost they don’t really need to do,” he said.
Maintenance helps with retention, he reiterated. If a painter makes good money but has to do all the upkeep on his booth, he might be more likely to accept an offer from another shop that would pay the same but has a newer booth that is maintained by the distributor.
“I was a painter before. I know what they go through. I know the stress. I know the upset when you’ve got to re-do something,” Selover said. “I didn’t realize the cost. Now, looking back at the cost, I wasted a lot of money back then.”
Painter Strategies to Reduce Contamination
Selover recommended establishing strong SOPs for the paint department, including a pre-paint checklist that will “help the painters help themselves” by eliminating all potential contaminants they might bring into the booth.
“That means blowing yourself off; having a clean paint suit on; having good head protection like a sock or a full-faced, fresh air mask; gloves — don’t go in there with your bare hands,” he said.
Personal care items like hair gel and spray, beard cream and hand lotion can also bring contamination into the booth.
You get a fully clean, feels-like-new booth,” he said.
Selover said a lot of shops don’t want to spend the money on preventative maintenance because it looks like a cost. “It’s like, ‘Well it’s working fine. Everything’s coming out OK. I don’t really need to do that right yet.’ They’re wrong.
“They need to stay on it because if you have a consistent preventive maintenance program, you’re not going to have those big costs of a motor going, of a fan sparking and catching fire,” he said. “There’s so much stuff that can go wrong inside of a booth. But it’s quite simply having somebody other than your painter, other than your maintenance guy or other than your shop floor porter go in there.”
Anyone who owns a high-end car would never skimp on maintenance by taking it to a mechanic offering cheap oil changes, Selover pointed out. Shop owners should treat their paint booths – which can cost up to $200,000 and generate revenue – the same.
“But yet I’ve seen shops just totally ignore [paint booth] maintenance
“You can create fish eyes just with what you put on your own body that day,” Selover said. “There’s been tons of studies done that ended up finding deodorant can mitigate its way right through your clothes, through your suit, and still end up causing fish eyes.”
The booth itself should also be empty of anything not needed to repaint a vehicle.
“There should be nothing in a booth but your tack rag and your spray gun and the vehicle, or parts rack. That’s it,” Selover said.
“I’ve seen incredible results from someone that takes the time to prepare themselves, prepare the vehicle. You get an almost flawless job,” he said “There’s always going to be a little something, but a quick nub is nothing like having to re-do because you got nasty, gnarly chunks of crap blown out of your gun into the base coat, clear coat.”
Considerations When Buying a Paint Booth
Never choose a booth on cost alone, Selover said. Think about production goals, whether opening a new shop
Garmat service
10 Things I’d Like to
Many years, I spend some time during the closing weeks of December or the early weeks of January thinking about some of the key things I’d like to see transpire in the industry in the year ahead. This year is no exception, so without further ado, here are my current Top 10 wishes for the collision industry, in no particular order.
1 I wish non-DRP shops could gain quicker supplement approvals — or even non-approvals if they were at least quick. The delays waiting to hear back from insurers are killing shops and ultimately inconveniencing the consumer. That’s true whether the supplement review is being done in-person or remotely.
Many years ago, when I owned my shops, I did Top 10 list and I said I hated waiting on approvals for something that was as basic as a $200 part. At that time, Jimmy Spears from USAA reached out to me, and that conversation was part of what led to the development of CCC’s Open Shop feature. Now we
2025 in the Collision Repair Industry
see insurers that are truly taking weeks, not just days, to get back to shops on supplements. We have to find a better, faster more efficient way to get to resolution.
2� On behalf of wholesale parts departments at dealerships, I wish all industry stakeholders help give parts wholesalers a voice at industry events. Everyone needs to wake up and realize the margins for those departments are shrinking, and if we don’t quit forcing them to use multiple software solutions nor help find a way to protect their margins, they will be getting out of the wholesale business — and that is not good for anyone in the industry or for consumers.
3� I also wish shops had similar freedom to use the software system they prefer for electronic parts locating and ordering. The amount of time that is being wasted within shops to use multiple systems required by insurers or automakers is inefficient and is impacting the productivity of the parts personnel within shops.
4� I wish all the automakers —just the few that have — would come up with a clearer definition of what post-crash safety inspections need to be performed. Shops right now are caught in the middle, trying to follow OEM procedures on safety inspections but getting push-back from bill-payers.
5� I wish that insurers would educate themselves and offer up solutions — not just denials — in terms of these safety inspections. This friction point is not going away. We need insurers, for example, to donate vehicles to I-CAR for research purposes.
6� And not to be belabor the topic, but I wish I-CAR would take a lead role in researching and vetting an industry-accepted resolution regarding these safety inspections.
7� I wish the dealership management systems — and the automakers — would give dealershipowned body shops more flexibility and detail for their financial statements, so they are better able to benchmark against industry standard measures
and improve their performance.
8� I wish for a simplified solution of getting parts invoice information into shop management systems efficiently. Why can a shop snap an image of an invoice that can then post it to the management system accurately, reducing the redundancy and wasted manpower keying parts into the system?
9 I have two wishes related to scanning: I wish the industry would better understand the importance of in-process scanning of vehicles — not just the pre- and post-repair scan. I also wish that the industry also better understood the need to use an OEM scan tool — not just an aftermarket scan tool. They are not the same!
10� Finally, I wish the shops dedicated to performing safe and proper repairs would be recognized and rewarded for doing so. That goes hand in hand with addressing the issue of the shops not doing that. The number of poor repairs I am seeing is only increasing, and that is a cause for concern.
Auto Glass Trends For 2025: ADAS, Smart Glass and the Future of Vehicle Safety
By Leona Scott Autobody News
Consider the dilemmas facing auto glass technicians today.
A customer rolls into a body shop with a cracked windshield on a brandnew electric SUV. What seemed like a routine job quickly becomes a high-tech puzzle. The windshield houses the typical advanced driverassistance systems (ADAS) cameras, a heads-up display and temperaturesensitive coatings for climate control.
These systems, which often include cameras, sensors and LiDAR, are becoming standard in modern vehicles.
Davis said this trend is boosting the demand for calibration services, creating opportunities for auto glass shops to diversify their offerings.
“Windshields are no longer just glass,” Davis explained. “They’re critical components of a vehicle’s safety system. In learning about ADAS calibration, we’re seeing a surge of interest from other automotive aftermarket sectors, such as paintless dent repair (PDR) and hail damage repair.”
Kaizen Glass Solutions has responded to this demand by offering a twoday ADAS calibration course immediately following its auto glass training. Shops realize that if they don’t add calibration services, they’re leaving money on the table.
Levi Benn is the body shop manager at Auto Tech in Dyersville, IA. He said Auto Tech has been doing dynamic calibration in-house at the facility for six months and has seen a remarkable improvement in cycle time.
safe after a windshield replacement.”
Kaizen Glass Solutions emphasizes the importance of specialized training to handle these hightech windshields. Without proper knowledge, the vehicle’s safety and functionality can be compromised.
Regulations and Certifications: The Push for Higher Standards
As vehicle technology evolves, so do safety regulations. Davis pointed out that stricter calibration requirements are a significant industry discussion topic. This push for higher standards may lead to a new Federal Motor Vehicle Safety Standard (FMVSS) addressing evolving vehicle technologies.
“Insurance companies are starting to emphasize certifications and standards more,” Davis said. “They want to ensure that only qualified professionals handle repairs.”
This shift means auto glass businesses must invest in certification programs to stay competitive. It’s no longer enough to simply replace glass; technicians must prove their ability to handle the complexities of modern vehicles.
EVs and Their Impact on Auto Glass
Moments like these underscore the challenges glass technicians and installers are experiencing. Across the industry, technicians and shop owners are confronting a wave of innovations reshaping the auto glass landscape. From ADAS calibrations to smart glass, the future is arriving faster than many anticipated.
In recent years, the auto glass industry has experienced significant transformation driven by technological advancements, evolving regulations and shifts in consumer demand.
Shauna Davis, president of Kaizen Glass Solutions, shed light on some of the most pressing trends shaping the auto glass landscape today. From ADAS to tools that improve technician efficiency, these changes create new opportunities and challenges for auto glass professionals.
Rise of ADAS in Auto Glass Services
One of the greatest developments in the auto glass industry is integrating ADAS into windshields.
“Doing [dynamic] calibrations in-house has helped improve our workflow tremendously. We no longer have to send the work out and wait several days,” he said.
Benn quickly realized that sending vehicles to the dealership 30 minutes away to get glass work done was putting a delay in the shop’s cycle time. That’s when he sent his body technician, Nick Klein, to Kaizen’s auto glass replacement and calibration training class. As a result, it has reduced Auto Tech’s cycle time substantially and added a new revenue stream.
Smart Glass Technology: The Future is Here
Smart glass technology is another trend revolutionizing the industry. Modern vehicles are increasingly equipped with heads-up displays (HUDs), electrochromic dimming and augmented reality (AR) features that directly project navigation and other data onto the windshield.
“These features enhance the driving experience, but they also pose challenges for glass replacement,” Davis said. “Technicians must be trained to ensure that these technologies remain functional and
the specific needs of EVs. According to Davis, staying ahead of these trends is essential for auto glass businesses to remain relevant in an evolving market.
Tools of the Trade: Improving Efficiency and Safety
As the auto glass industry evolves, so do the technicians’ tools. Davis pointed out the growing popularity of auto glass cord-and-wire tools and setting devices designed to improve safety and ergonomics.
“These tools allow one technician to complete jobs that previously required two,” she said. “They improve time management and reduce the physical strain on technicians, which is a win-win for businesses and employees.”
Investing in these tools enhances efficiency and helps shops attract and retain skilled technicians by creating a safer and more manageable work environment.
Embracing Change in the Auto Glass Industry
The rise of electric vehicles (EVs) is also influencing the auto glass industry. EVs often feature unique designs and materials that require specialized repair procedures.
“EV windshields are different in shapes and materials,” Davis explained. “Technicians must adapt to these changes and follow OEM repair procedures to ensure the job is done right.”
Kaizen Glass Solutions is helping shops prepare for this shift by offering training programs that cover
For auto glass businesses, keeping up with these trends requires a proactive approach. Davis emphasized the importance of ongoing education and training to ensure technicians are equipped to handle the challenges of modern vehicle technology.
“The industry is changing rapidly,” Davis said. “Those who embrace these changes and invest in their teams will be the ones who thrive.”
From ADAS calibration to innovative glass technology and evolving regulations, the future of auto glass is filled with challenges and opportunities. By staying informed and adaptable, auto glass professionals can position themselves for success in this dynamic industry.
Kaizen Glass Solutions onsite training service techs perform a windshield replacement on a Freightliner Cascadia with the Panther Pro Fit Glass Setting Device.
and estimation is increasingly being adopted by insurance companies and repair facilities to enhance accuracy, consistency and speed in handling vehicle repairs,” he said.
AI is also being deployed in subrogation investigations for claims payouts regarding parts pricing and operations paid, which Ronak said has driven increased requirements for supporting documentation.
He noted additional examples of AI such as VIN decoding, diagnostic and calibration recommendations and the use of onboard systems to provide automated notifications of emergency events and selfdiagnostics.
Other AI applications include parts ordering and inventory management to look at repair history and parts usage; predictive maintenance and diagnostics to research vehicle telematics and historical data; and repair process optimization to evaluate workloads, repair complexity and parts availability.
Ronak said AI can streamline repair scheduling and suggest optimal workflows. In addition, it can be
used for automated quality control and assist with safety compliance by analyzing images of completed work and detecting flaws.
When weighing the pros and cons of using AI and HI, McFarlin and Ronak offered the following to consider:
Efficiency vs� Expertise: The speed of AI or problem-solving abilities of HI.
Cost vs� Customization: Lower recurring costs of AI or potential higher quality via HI.
Consistency vs� Customization: Consistency of AI-driven processes or the adaptability of HI.
Integration vs Collaboration: How AI and HI can complement each other and what hybrid approaches are available that leverage the strengths of both.
McFarlin and Ronak encouraged attendees to evaluate using AI in their businesses.
“You want AI to be a tool in your toolbox to be something that you can use to augment your process, your workplace and your workflows,” said McFarlin.
“It’s going to become even more prevalent,” Ronak pointed out. “Those who figure out how to leverage AI to their advantage are going to be the winners in the world of competition.”
The National Highway Traffic Safety Administration (NHTSA) announced a $171 million investment to upgrade crash data systems in 19 states and territories, aiming to improve the accuracy, timeliness and accessibility of fatality data.
These upgrades, part of a program mandated by the Bipartisan Infrastructure Law, will enable better intrastate data sharing and electronic transfers to NHTSA.
“These grants will provide much-needed funds for states and territories to upgrade their systems and make sharing data with NHTSA quicker and easier,” said Sophie Shulman, NHTSA deputy administrator. “These upgrades to crash data systems will provide the agency and the public more timely data, help us identify emerging trends, and advance our shared mission to save lives.”
The selected states and territories include American Samoa, Arizona, Arkansas, California, Connecticut, the
District of Columbia, Florida, Illinois, Kansas, Maine, Maryland, Minnesota, New Mexico, Oregon, Rhode Island, South Carolina, Tennessee, Utah and West Virginia. Participating entities will have five years to implement full electronic data transfers as part of the State Electronic Data Collection program.
The initiative aligns with the U.S. Department of Transportation’s National Roadway Safety Strategy (NRSS), which seeks to reduce serious injuries and fatalities on U.S. roads. The NRSS adopts a “safe system approach,” emphasizing the importance of anticipating human error while creating a holistic system to mitigate risks.
Upgraded crash data systems will facilitate the identification of emerging trends and enable the development of informed countermeasures, rulemaking and public education campaigns. NHTSA said enhanced data flow will support its mission to save lives through responsive and effective strategies.
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Automaker Details Repair Procedure Development, Says It Will Audit Certified Shops
By John Yoswick Autobody News
At a Society of Collision Repair Specialists’ (SCRS) OEM Summit session during the 2024 SEMA Show in Las Vegas, representatives of Rivian offered a detailed look at the process it used to develop its collision repair frame rail sectioning procedures.
“It is quite a large job to replace a frame on our vehicle,” Kelly Logan, director of collision repair programs for Rivian, said at the start of the session. “So having these localized repairs are very important for cost of ownership for our customers, for making sure their vehicles can be repaired after accidents. When we started, I didn’t realize this was going to be a three-year process.”
Dan Black, senior manager of service engineering for Rivian’s collision repair program, pointed to one aspect of the now-published front frame rail sectioning procedure that highlights the need to follow the procedures carefully.
“One unique thing you will notice with our front frame rails is we have a skip stitch, but it’s a legitimate skip stitch,” Black said. “You don’t fill the stitch. So you apply a portion of a weld starting at the corners, the top two corners preferably. Do not fill in the stitch, because if you do, you will create too much of a heat-affected zone and we will get an undesirable performance as a result of that.
“It’s an easy instance, in my opinion, to over-repair,” Black continued. “The gaps between the welds need to be there [for the crash force] to load in the way that was intended. If we add too much strength to the joint, we’ve actually gone backward and weakened the joint because there’s too much heat applied to that environment where the metal is
hypersensitive to heat thresholds.”
As with most other automakers, Rivian has specified the adhesives that are to be used in its rivet bonding applications.
“In all of our vehicles, we use 3M 7333 and Lord Fusor 2098 in terms of our approved structural impact adhesives,” Black said of the front rail sectioning. “We use those throughout our entire vehicle in many other application areas.”
Validating the Procedures
The Rivian representatives also described the process they used to validate the procedures once drafted.
“We go through each repair procedure with a technician who has not done it before,” said David Sosa, manager of Rivian’s collision research and development workshop. “We take a fully drivable vehicle that we have in the workshop…and we grab one of the technicians in our workshop —usually different levels, somebody who’s a little more skilled all the way down to somebody who has a little bit less skill — and we have them do this entire procedure and follow the steps.
“In most cases, we will record the whole process. We’ll allow them to take notes. We’ll time study it as well. This is really to get a technician’s perspective,” Sosa explained. “Do the repair procedures make sense? Is there an easier way of getting the point across to a technician? Is there something that’s a little bit confusing? Can we get a better angle on the picture that we have in the procedure, because as the technician’s looking at it, maybe he doesn’t know which side he’s looking at: looking at it from the bottom to the top, from the left to the right? So we really want all that feedback.
let us know if something needs to get changed, if something needs to get improved, if there’s a better way of doing this.”
Sosa said the Rivian workshop is equipped with a lot of different tools and pieces of equipment they may use while physically doing the procedures all the way through.
“We look to see what works best, what tools may not work, where we may not have the right access,” he said. “We may even take that a little bit farther and see which collision centers in our network have those tools, or we can reach out and say you’re potentially going to need a new tool to do this procedure. We take all that feedback, and if there are any changes that we have to do in the procedure, we give that back to [the] team.
“We’ll then have discussions around: Is there a better image we can use here? Is there an additional step? Is there a note? Is there a warning? Is there something that we have to put in to really make the life easier for the technician who is going to be doing this repair out in the real world?” Sosa said.
Logan said feedback on the procedures doesn’t end there.
“I think that’s another important thing to stress, that we do take input from our certified collision network out there on our procedures,” Logan said. “Having that kind of full feedback loop from our collision centers is important. I know for myself as a technician, having had some really bad procedures in my past life, you think: Who developed this thing? So we actually have a very open feedback loop so our network shops can get that feedback to us.”
Logan said he once saw a comment from a technician on an industry Facebook group that said automakers only create repair procedures to total out cars.
“That made me really mad, to be honest with you,” Logan said. “That’s the farthest thing from the truth. You’ll see in this presentation all the work that went into developing the procedures. We want our vehicles repaired, we want our customers to remain in their vehicles after accidents. And obviously, safety is critical.”
Rivian Will Audit Repairs
Logan also said Rivian does plan to conduct onsite audits of repairs at its certified collision repair centers.
“The technicians go through the training, they look at the repair procedures, so no one is intentionally not wanting to do it properly,” he said. “So it’s like ‘trust but verify,’ right? Going out there and making sure that everyone understands.
“We’ve seen it: we get questions that come in from our network shops, just misunderstanding what the information is. You can interpret a procedure one way, or maybe you didn’t go into our repair guidelines and our repair manual,” Logan said. “The repair procedures themselves are just how to handle that particular part. But if you go into the service manual, we have repair guidelines that talk about welding, that talk about the welding wire and gas, weld prep, all these different things. Those are the kind of things that we really stress.
“You really have to do your homework and you have to do the research, and you have to become knowledgeable of our vehicles when you’re a technician,” Logan added. “And that’s not really different than any vehicle out there today.
“I joke all the time: It used to be easy to fix cars, right? It’s not easy anymore,” he concluded. “You have to research the repair procedures, and you have to do what the OEMs are stating in their repair procedures.”
From left, Rivian’s David Sosa, Kelly Logan and Dan Black said the automaker’s repair procedures are physically performed by Rivian employees before they are finalized. The SCRS OEM Summit during SEMA included a panel of Rivian representatives explaining how their repair procedures are developed.
Kelly Logan said Rivian will begin conducting repair audits in its certified body shops.
Dan Black said the company’s repair information spells out specific adhesives to be used in its rivet bonding procedures.
Cost Of Contamination
or upgrading an existing one, and choose a booth that has the capacity to meet them.
Think about the shop’s potential business mix as well.
“So if you’re just doing regular vehicles right now, but you see yourself getting into doing more of these Sprinter vans, well then a normal height booth is not going to work. You’re going to need a high-top type of booth, which I’ve seen a lot of those go in,” Selover said.
“Prepare for growth. Pay ahead for the growth now. Because once you put a booth in, it’s a lot of work to pull one out and put a different one,” he added.
Finally, think about where in the shop the booth should be installed to enhance, rather than inhibit, workflow. For instance, don’t put one in a corner that requires a vehicle to be backed out.
“That means, ‘I get so much more production space for my body guys,’” Selover said of the logic behind that placement. “I hope they don’t mind moving all those cars out every time we have to take one out of the booth to get another one in. I’ve seen that a million times.”
He recommended getting input from the shop’s paint company and material distributor, as well as its booth distributor.
Also consider the booth manufacturer’s country of origin, Selover advised. If replacement parts have to come from overseas, the wait could hurt production while the booth is out of commission.
Innovation in Collision Repair Paint Booths
Strandberg asked about new technology in paint booths.
“It’s a box that moves air and provides heat. There’s only so much you can do with that, right?” Selover said.
However, he said, new booths are more efficient than ever, and installing lights horizontally, rather than vertically, reduces shadows.
Garmat is currently testing in about 50 shops a new piece of connected equipment that can monitor the booth, to keep track of preventative maintenance and remotely diagnose issues “before it becomes a problem.” The equipment was on display at the 2024 SEMA Show in November.
Selover wrapped up the discussion by reminding listeners he also has a bi-weekly podcast, Mind Wrench, available on Apple, Spotify, iHeart and Amazon Music.
GM Shifts Focus To Autonomous Tech For Personal Cars
General Motors is redirecting its autonomous vehicle strategy, shifting focus from robotaxi development to creating fully autonomous technology for personal vehicles, as the automaker consolidates resources to prioritize long-term goals in personal mobility.
The company will integrate its self-driving subsidiary, Cruise, with GM’s technical teams to accelerate advancements in autonomous and assisted driving technology for individual car owners, the company announced Dec. 10.
“GM is committed to delivering the best driving experiences to our customers in a disciplined and capital-efficient manner,” said GM CEO Mary Barra in a statement. “Cruise has been an early innovator in autonomy, and the deeper integration of our teams, paired with GM’s strong brands, scale, and manufacturing strength, will help advance our vision for the future of transportation.”
The move comes as GM decides to cease funding for Cruise’s robotaxi program, citing the substantial resources needed to scale a competitive robotaxi fleet in an increasingly saturated market. GM spokesman Kevin Kelly told the Detroit Free Press that the company sees greater business potential in personal vehicle autonomy than in building a robotaxi network.
The announcement points to a growing trend among automakers to focus on personal autonomy as a more viable and consumerdriven approach to future mobility solutions. GM plans to leverage its manufacturing scale and established brands to accelerate the development and deployment of autonomous driving features in its personal vehicle lineup.
The shift follows broader challenges in the robotaxi sector, where high development costs and regulatory hurdles continue to pose significant barriers.
getting secondary suppliers, which is really hard, or thinking through: How do you keep people working? How do you keep getting people paid?
“Having transparency with your vendors becomes super important, CCC being one of the big ones out there,” Denison said. “That’s why we’re working with them to understand their communication plan. Then, the moment we hear something from them, what would then be our actions? How would we tell our stores? And then how do we tell operations: This is what our plan is. We’re going to have to go to paper and pencil for a while. And it’s hard to think through, but we prepare.”
She compared it to preparing for a hurricane, wildfire or other natural disaster.
“You know what you would do in that instance, and I think this is exactly the same,” she said. “What would it do to business continuity if something happened for your paint distributor or any of your vendors? How would you react? And do you have somebody next in line to take up that slack?”
Simple Step Could Have Sped Response
Denison recalled the first time the company had a third party come in to run an exercise to assess the company’s plans and procedures for a hypothetical emergency.
“They tell us the scenario and
they said, ‘What are you going to do,’” Denison said. “And all of us turned to our computers. They’re like, ‘You’ve already failed.’ All our communications plans, all our
Spencer Colemere of Cisco said using a
numbers, everything was stored in a document on the network. So we had failed from that very first line. So it’s about thinking through those things.
“Things as simple as: Do I have [Caliber CEO] David Simmons’ cell phone number saved in my phone so that if something happened, I can get in touch with him and I’m not reliant on the Caliber infrastructure to do it.”
The CDK cyberattacks taught the company it didn’t know which management system each of its dealer suppliers use.
“Our supply chain had a ton of work to get done immediately, and
they did a phenomenal job, but we could have been 24 hours sooner to a solution if we’d just known that,” Denison said.
Basic Protective Steps Don’t Cost Much
In terms of your own company’s cyber security, Spencer Colemere of Cisco said there are a few basic things to do that are free or inexpensive.
“The first is to have a password policy,” Colemere said. “Require passwords. Ask people not to write down their passwords on a notepad. Installing and using a password manager is a good idea.
“Another approach is multifactor authentication,” Colemere said. “Most applications now have multifactor authentication built in. So there’s a lot of easy, free things we can do that are built into applications today. We just we need to take the time to turn those switches on.”
Making sure all software is regularly updated is another good step, Colemere said.
“There are all these vulnerabilities in software that people can use and can exploit,” he said. “So we need to make sure we’re patching those, and keeping the software up to date. There have been a lot of exploits in the last couple years where people find a back door through a vulnerability [in
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Ashley Denison of Caliber Collision said preparing for how to respond if a key vendor was a victim of a cyberattack should be part of a company’s data security effort.
Jerry Davis of Microsoft said the federal Cybersecurity and Infrastructure Security Agency (CISA) offers free cybersecurity information, tools and guidance for businesses of all sizes.
software] that was fixed a year ago that the company didn’t ever update.”
Denison, too, pointed to lowcost steps collision repairers can take, such as making sure they are using the built-in tool options within Microsoft products.
“We all have Windows machines, because that’s what our software runs on, so use all the tools [in that software] that you already have today, the tools Microsoft brings to the table that you’re already paying for but just might not know to use, before you start spending a ton of money,” Denison said. “Make sure that the investment you already have, you’re using to the fullest.”
Jerry Davis, customer security officer for Microsoft, said there is help available through the federal government.
“There’s an organization called the Cybersecurity and Infrastructure Security Agency (CISA),” Davis said. “It’s part of Homeland Security, and they’re responsible for cybersecurity of the nation. They do a lot of publicprivate partnerships, and they create a lot of guidance for the public at large. And if you go to their website (www.cisa.gov) there’s all sorts of information, tools and guidance, specifically for small and mediumsized businesses. It’s free. So if you don’t know how to get started, CISA
is a great place.”
Colemere offered precautions about artificial intelligence (AI) in the workplace.
“Are your employees going to thirdparty applications, like ChatGPT, as part of their work?” Colemere asked repairers to consider. “If you go to ChatGPT, if you’re exposing anything to OpenAI or ChatGPT, they can now see that and train on that data. So we have to be careful both in the AI we’re building for our business to make sure that’s safe and secure, but also about employee usage of third-party AI, making sure they aren’t exposing our intellectual property to these third-party applications.”
Beyond all these basic steps, Colmere said, as a company gets larger, it likely will need to bring in experts to implement tools to help detect and prevent cyberattacks.
“I don’t know if I have the best answer in terms of when you make that next leap of investment,” Colemere said. “It’s really a risk decision that the organization needs to make: How much risk do you want to expose yourself to? And at what point do I start investing to mitigate or reduce that risk?”
B&R Auto, a provider of recycled automotive parts and a portfolio company of Highview Capital, LLC, on Jan. 7 announced the acquisition of Marler Auto Supply, providing a gateway for B&R into the state of Idaho and the broader Mountain West region, further bolstering its delivery network.
With more than 40 years of industry expertise, B&R provides high-quality recycled auto parts from its 24 locations in the Western U.S. B&R partnered with Highview in June 2023 to accelerate growth through both organic initiatives and continued acquisition expansion.
Located in Idaho Falls, ID, Marler offers a full suite of recycled auto parts to both retail and commercial customers in Idaho and adjacent states. Family-owned for more than 30 years, Marler will become a part of the B&R network and expand its suite of products and delivery capabilities.
“The acquisition of Marler will enhance B&R’s product selection and service levels for our customers,” said Cris Hollingsworth, CEO of B&R Auto. “We are excited to continue building upon the reputation of service, quality and reliability that Marler has created over the past 30-plus years and expand our combined footprint into the Mountain West region.”
“We are proud of our family legacy that has supported our growth,” said Bruce Marler, founder of Marler. “When we decided it was time to join a larger organization to accelerate our growth, B&R was the clear choice. Our common values and vision for the future align well and we are excited to join B&R as the leading independent recycling network provider in the Western U.S.”
Puget Collision Expands With Tesla-Certified Acquisition in Portland
Puget Collision expanded its footprint in the Pacific Northwest with the acquisition of Bob Thomas Auto Body, Inc., a highperformance and Tesla-certified collision repair shop in northeast Portland, OR. This marks Puget’s fourth location in Portland and its first Tesla-certified facility in the area, bolstering its service capabilities in one of the nation’s top cities for EV adoption.
Puget Collision now operates 54 locations across Oregon, Washington, California and Colorado. Founded in 2022, the company has focused on acquiring CARSTAR and Fix Auto franchises throughout the West Coast.
Bob Thomas Auto Body, Inc., a CARSTAR franchisee, adds to Puget’s robust network and strengthens its offerings for EV owners in the Portland market.
“Deciding whether to sell the business and to whom was a really challenging process,” said Jeff Smith, owner of Bob Thomas Auto Body. “I have spent decades building out this team and our
service provider and employer.”
Smith’s tenure at the shop began in 2004, and he assumed ownership over the years, shaping
it into a high-performance operator in the Portland area. Recognizing the growth of Tesla and EVs, Smith pursued Tesla certification in 2019, a decision that proved critical during the COVID-19 pandemic. Smith, along with his wife Karen and their production manager, used the pandemic’s disruptions to modernize operations and enhance facilities, positioning the shop for long-term success.
Focus Advisors.
“I’m glad I chose Focus Advisors to represent me,” Jeff Smith said. “They were essential in helping me understand the full value of my business and they negotiated for the terms that were important to me.”
Focus Advisors commended the Smiths’ accomplishments and the transaction’s outcome.
“Jeff and Karen are highperformance operators as well as great people,” said Madeleine Roberts Rich, senior associate at Focus Advisors. “It was very rewarding to see the market interest in Bob Thomas Auto Body, Inc., and then to help Jeff and Karen have a great exit that encompasses what they’ve built.”
BendPak Strengthens Leadership Team
BendPak Inc. is entering 2025 with updates to its leadership team. The company has appointed Sean Price , David Reunert and Tyler Rex to critical roles aimed at strengthening its operations and market presence.
Price, who joined BendPak in 2023, takes on a new role as director of quality control, product development and management for the Special Products Division. Price will oversee the lifecycle of new products and implement quality assurance programs.
Reunert steps in as director of sales operations, bringing with him a wealth of experience in luxury automotive sales and private leasing operations.
Rex returns to BendPak as senior director of marketing. Having previously served as the company’s director of digital marketing, he will now oversee all marketing disciplines across the company’s brands and product lines.
Huntington Beach Ford Faces Allegations of Fraudulent Practices, Retaliation
Huntington Beach Ford in Huntington Beach, CA, and its parent company, Bakhtiari Automotive Group, are under legal scrutiny following multiple allegations of misconduct, including fraudulent rebate schemes, deceptive sales tactics and abusive behavior.
Coercion for Five-Star Reviews
Multiple customers have alleged sales representatives and the manager at Huntington Beach Ford pressured them into submitting positive fivestar reviews in exchange for receiving manufacturer rebates and incentives. Customers report being told they must provide proof of a five-star review to access advertised discounts. The allegations could potentially violate California law.
Retaliation and Abusive Behavior
Further allegations have come from a former service manager at Huntington Beach Ford, who
claims to have experienced workplace harassment, retaliation and a pattern of abusive behavior by the dealership’s manager. The former employee alleges the manager yelled and screamed at the former service manager in front of both customers and employees; publicly humiliated and belittled the former service manager; and prevented the former service manager from accepting customer coupons without proof of a fivestar review, allegedly as a form of punishment for raising concerns about the manager’s behavior.
Years of Documented Abuse
These recent allegations are not isolated incidents. Reports indicate the HR department at Huntington Beach Ford has received years of documented complaints from multiple employees regarding management abuse.
“The pattern of deceptive practices, retaliatory behavior, and abusive conduct alleged at Huntington Beach Ford are deeply concerning,” said Attorney Serena
D. Shahidi. “We urge anyone who has experienced similar issues at this dealership to come forward and share their story.”
Consumers, former employees and vendors who have experienced any of the following at Huntington Beach Ford are encouraged to contact Shahidi: conditional rebates tied to positive reviews; deceptive sales practices; pressure to leave five-star reviews; workplace harassment or retaliation; or abusive behavior by management.
For more information, contact the Consumer Attorney Law Firm at help@autofraud.com.
The shop, which opened in 1991 in a 2,000-square-foot building in Portland, has been a cornerstone in the Northwest auto repair industry, serving a wide clientele over the decades.
According to the shop’s website, Hansen’s professional background in customizing, repairing and restoring cars dates back to 1973. He opened his own shop after he recognized the market for high quality collision repairs, applying custom and restoration levels of perfection to the industry.
As part of the retirement plan, the business has stopped accepting new customers and is focused on completing the remaining 150 vehicles currently in its care. Hansen declined to disclose the number of employees who will be affected by the closure, but he did confirm the business will not be sold or transferred.
NABC Recycled Rides, Crozat Family Foundation Donate 8 Vehicles To Local Families
On Dec. 13, eight Santa Rosa, CA-area individuals and families were presented with vehicles to provide them independence and an improved quality of life, thanks to the National Auto Body Council Recycled Rides program, along with vehicle donor GEICO and repair partner G&C Auto Body.
“We are so honored to do this and give back to our community,” said Shawn Crozat, CEO of G&C Auto Body. “This foundation and legacy of giving was started by our father, and we are committed to continue giving back to those in need. Today, we are proud to present these vehicles to these very deserving families and individuals and help them continue their path to independence. Thank you to our team members who refurbished these vehicles, GEICO which donated them and our partners who made it possible.”
GEICO, which donated eight vehicles, is the largest donor of vehicles to the NABC Recycled Rides program. G&C Auto Body, a locally-owned collision repair network in Northern California with 45 locations, handled all of the
repairs.
The eight deserving individuals and families who received vehicles were nominated by the Crozat Family Foundation. G&C Auto Body also presented the recipients with six months of insurance, gas cards
and gift cards. In addition, Enterprise presented them with gift certificates to cover the holiday celebration. Additional partners included PPG, LKQ, NAP and Sherwin Williams.
The recipients included:
Jenny is a 29-year-old single mother of two who works hard to provide a safe and stable environment for her family. Jenny
works as a dog groomer, but a challenging past relationship cost her transportation, and she was forced to rely on Uber to take her children to and from school, and to get to doctor appointments and work. She is gaining freedom and continuing to build a life for her and her children.
The gift of a 2021 Kia Sportage will help her continue this journey.
Dana, a 41-yearold single mother of four, received a 2017 Kia Sorento. Her 2006 Honda Pilot was on its last leg. Without reliable transportation, Dana not only worried about not being able to get her kids to three different schools and any other extracurricular activities, but also feared how it may impact her work, which she loves very much. Dana travels around the county working with children on the spectrum. Her primary focus is making sure her children’s routine is good and everything is balanced for them, and this vehicle will help her continue to
do that.
Vickie is a 71-year-old grandmother, raising her 6-year-old granddaughter, Veda. Vickie has been Veda’s guardian since birth. Unfortunately, Vickie’s vehicle is on its last leg. With her fixed income, Vickie cannot afford the repairs or to purchase a new vehicle. Vickie limits her travel to necessary doctor appointments for Veda due to how unsafe she feels driving her car. The gift of a 2018 Mazda 3 will allow for Vickie to get Veda to her necessary appointments as well as dramatically improve their quality of life.
NABC Recycled Rides is a unique program in which businesses representing all facets of the collision repair industry team up to repair and donate vehicles to individuals and families in need of reliable transportation. Since the inception of the program in 2007, members of the NABC have donated more than 3,500 vehicles valued at some $50 million.
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Collision Repair Industry Saw Revenue Decline, Surging Consolidation in 2024
The collision repair industry underwent significant shifts in 2024, marked by declining revenues, rising shop closures and rapid consolidation among operators. These trends were the focus of a presentation by David Roberts, founder and managing director of Focus Advisors Automotive M&A, at the MSO Symposium, held in November in Las Vegas.
Roberts said that while the industry is returning to pre-COVID conditions, challenges such as fewer repairable vehicles and increasing vehicle complexity persist. “To succeed in an industry where complexity and access to repairable vehicles are ever more challenging, operators with scale will continue to grow and thrive,” Roberts emphasized.
Decline in Single Shops, Growth for Larger Operators
Independent single-shop closures reached nearly 800 in 2024, a reflection of declining revenues and intensified competition. Conversely, medium and large multi-shop operators (MSOs) continue to thrive, particularly those with seven
or more locations.
“Independent MSOs with four to six shops — and especially those with seven or more — are not just surviving; they’re thriving,” Roberts pointed out.
Collision Center have each grown their shop counts by more than 22% in 2024, focusing heavily on acquisitions.
Rise of Private Equity-Backed MSOs
Private equity-backed MSOs, dubbed “Sharks” by Roberts, are also gaining momentum. These seven consolidators, including Quality Collision Group and Kaizen Collision, added nearly 100 shops collectively in 2024.
Auto Body in California, which scaled from 31 shops in 2023 to 43 as of early November without private equity, and TAG Auto Group in Indiana, which expanded both shop counts and calibration centers.
Roberts commended their entrepreneurial spirit, stating, “It really comes down to the vision of the entrepreneurs and the opportunities they see in their markets.”
Future Challenges and Opportunities
The consolidation trend is evident in the expansion of major consolidators like Caliber Collision and Classic Collision. Caliber leads the industry with more than 1,800 locations and an aggressive growth strategy that combines acquisitions and new developments. Meanwhile, Classic Collision and Joe Hudson’s
Roberts detailed their financial strategy: “Private equity firms deploy significant capital to acquire smaller operators, improve efficiencies, and achieve substantial returns through enhanced EBITDA and higher multiples.”
Regional MSOs: A Competitive Force
Independent regional MSOs have demonstrated resilience by leveraging unique operational strategies. Examples include G&C
Looking ahead, Roberts anticipates increased pressure on repair margins due to rising labor and parts costs, stricter OEM certification standards, and growing competition for skilled technicians. He predicts consolidators and well-capitalized regional MSOs will dominate the market, achieving more than 50% market share within the next decade.
“The best repairers will need to be super-efficient,” Roberts concluded. “Consolidators and independent regional MSOs with advanced skill sets and certifications will lead the industry.”
Joe Hudson’s Collision Center is among the top consolidators, growing its store count by more than 22% in 2024, including its acquisition of Roy’s Body Shop and Garage in Maryland, seen here, in May.
State Laws Affecting Auto Insurance Rates Taking Effect in 2025
Drivers in several U.S. states are set to experience higher car insurance premiums in 2025 as new legislation increases minimum coverage requirements. States including California, North Carolina, Virginia, Maryland and Utah are updating their auto insurance laws, with most changes aimed at providing better financial protection in the event of an accident.
California’s minimum coverage limits, which haven’t changed since 1976, will double on Jan. 1, 2025, to $30,000 for bodily injury liability per person, $60,000 per accident, and $15,000 for property damage.
“The old minimum car insurance requirements hadn’t changed since 1976 when a brand-new Ford Pinto cost about $2,600,” Miguel Custodio, a personal injury attorney in Los Angeles, told CarInsurance. com. “The old $15,000 bodily injury coverage limit wouldn’t even pay for
resulting in higher premiums.
Similar changes are set for North Carolina, where minimum liability limits will increase to $50,000/$100,000/$50,000 starting July 1, 2025. Drivers in North Carolina will also be required to carry underinsured motorist insurance matching their bodily injury limits.
Virginia, which previously allowed drivers to forgo insurance by paying a $500 uninsured motor vehicle fee, now requires all drivers to carry insurance as of July 1, 2024.
Starting Jan. 1, 2025, Virginia’s minimum liability coverage will rise from $30,000/$60,000/$20,000 to $50,000/$100,000/$25,000.
Utah’s new minimums — $30,000/$65,000/$25,000 — also take effect in 2025. As with California, Utah policies will automatically renew at the updated limits.
Financial and Safety Implications
These changes aim to offer drivers greater financial protection, aligning minimum coverage limits with modern health care and repair costs.
“The trend of states increasing their minimum coverage requirements will likely continue,” said Kyle Bailey, an attorney with McCready Law in Chicago. “Given that the current limits are no longer adequate to cover the expenses of a moderately significant collision, raising the minimum coverage requirements has become a necessity for many state governments.”
However, higher coverage limits come with increased premiums. Rate hikes will vary by state and depend on factors such as location, insurance company and driving history. While a state-minimum policy will remain the most affordable option, drivers may explore state assistance programs like California’s Low-Cost Auto Insurance Program if premiums become unaffordable.
Despite the potential cost
increases, experts argue the changes will enhance road safety by ensuring better protection in accidents.
“When all drivers are required to carry higher coverage limits, it provides more protection in the event of an accident,” Bailey noted.
Broader Trends and Predictions
The legislative changes reflect a growing national trend of modernizing insurance laws. States like Maryland are expected to follow the lead of neighboring states such as Virginia, which recently increased their limits.
As vehicle repair and health care costs continue to outpace inflation, more states are likely to adopt similar measures in the coming years. Looking ahead, drivers should prepare for potentially higher premiums as state governments strive to balance consumer protection with affordability.
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The National Highway Traffic Safety Administration (NHTSA) has launched an investigation into Tesla’s “Actually Smart Summon” feature following complaints and media reports of crashes linked to the technology.
The Office of Defects Investigation (ODI) began the probe on Jan. 6, after receiving a complaint about a crash allegedly caused by the feature, which enables Tesla vehicles to autonomously navigate parking lots at low speeds. The complaint referenced three additional media-reported crashes involving “Actually Smart Summon.” According to the NHTSA, the crashes occurred when the system failed to detect stationary objects, such as posts and parked vehicles.
In its official statement, the ODI noted, “ODI has received 12 Smart Summon-related (Vehicle Owner’s Questionnaire) VOQs alleging crash typology similar to the crashes experienced
by users of Actually Smart Summon during sessions with little time for operators to react.”
The investigation will examine whether “Actually Smart Summon” poses safety risks by limiting users’ ability to intervene during emergencies. The system requires operators to hold a smartphone app button to control the vehicle’s movement and stop it, but reports suggest that limited reaction time and restricted visibility contributed to the incidents.
Tesla has not yet responded publicly to the investigation. The company has previously marketed the feature as a significant advancement in convenience and autonomy for drivers.
As the investigation continues, the NHTSA aims to assess the system’s safety and determine whether regulatory action or recalls are warranted. Updates on the investigation are expected in the coming weeks.
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Pedestrian Safety Gear Fails To Aid Automated Crash Prevention
Reflective safety gear, meant to protect pedestrians and roadway workers, may hinder the effectiveness of automated crash prevention systems, a new study by the Insurance Institute for Highway Safety (IIHS) revealed.
automatic emergency braking (AEB) systems in three 2023 vehicle models — the Honda CR-V, Mazda CX-5 and Subaru Forester — testing their responses to various clothing types under different lighting conditions. Results
The findings raise concerns about the compatibility of widely used safety measures and emerging vehicle technologies.
The study examined pedestrian
revealed significant disparities in performance, with some systems failing to detect pedestrians wearing reflective clothing designed to make them more visible.
“These results suggest that some automakers need to tweak their pedestrian automatic emergency braking systems,” said IIHS President David Harkey. “It’s untenable that the clothes that pedestrians, cyclists and roadway workers wear to be safe may make them harder for crash avoidance technology to recognize.”
Testing involved an adultsized dummy dressed in various outfits, including all-black clothing, reflective jackets, white clothing and retroreflective strips simulating roadway worker gear. Trials were conducted at 25 mph under lighting conditions ranging from no illumination to the federally recommended 20 lux.
The Subaru Forester demonstrated superior performance, avoiding collisions in nearly all scenarios, except one. In contrast, the Honda CR-V and Mazda CX-5 frequently failed to detect the dummy, especially when dressed in reflective strips or under low lighting conditions. Both vehicles performed better with additional roadway lighting but struggled with specific clothing types.
“The placement and motion of
reflective strips on the joints and limbs of pants and jackets allows drivers to quickly recognize the pattern of movement as a person,” said David Kidd, a senior research scientist at IIHS. “Unfortunately, the moving strips didn’t have the same effect for the pedestrian AEB systems we tested and probably confounded their sensors.”
The findings show the importance of addressing gaps in AEB technology. While past IIHS research found these systems reduce pedestrian crashes by 27% during the day, their effectiveness on dark roads is negligible.
“This is a worrisome blind spot,” Harkey noted. “To make good on their potential, pedestrian detection systems have to work with the other commonly used safety measures.”
Automakers are already working to improve nighttime AEB performance in response to IIHS testing protocols emphasizing nighttime capabilities. However, this study shows the need for further adjustments to ensure pedestrian detection systems can accurately recognize individuals wearing standard safety gear.
A pedestrian mannequin dressed in white clothing (upper left), black clothing (upper right), black clothing with retroreflective strips (lower left) and black pants with a highly retroreflective jacket (lower right).
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NABC Recycled Rides Program Celebrates ‘Giving Tuesday’ With 3 Vehicle Donations
The National Auto Body Council (NABC) Recycled Rides program partnered with GEICO and collision repair companies Caliber and Crash Champions to provide life-changing transportation to three families across the U.S. on Giving Tuesday, celebrated this year on Dec. 3.
As part of the Giving Tuesday celebrations, vehicle presentations were held at GEICO corporate locations in Chevy Chase, MD, Macon, GA, and Katy, TX. Each recipient shared a story of resilience and gratitude, showing the transformative impact of receiving a refurbished vehicle.
Mary Dixon, a U.S. Navy veteran and single mother of four, was presented with a 2020 Honda Accord at GEICO’s headquarters in Chevy Chase. The vehicle, donated by GEICO and refurbished by Caliber Lexington Park, offers a new sense of freedom for Dixon and her children, who face ongoing health challenges.
“I’m really grateful for the car,” said Dixon. “It will allow me to get my youngest son to his appointments. It’s hard to Uber everywhere in this area. My kids are going to lose it
with excitement for the car and the beautiful color and gifts and the car seat. It’s really amazing. I going to surprise them and pick them up from school today.”
herself and support her mother, who is in poor health with heart problems.
“This vehicle is a blessing for my daily life and will also allow me to help other people,” Henry said. “I am so grateful to GEICO, Caliber, and the NABC.”
In Macon, GA, U.S. Army soldier Marianna Henry received a 2019 Mazda 3 donated by GEICO and refurbished by Caliber - Macon. The vehicle will assist Henry as she begins her military career and moves from Fort Gregg-Adams, VA, to Fort Bliss, TX. Henry joined to follow in the footsteps of her grandfather, make a better life for
Retired Houston policeman Burt Jeukeng and his family were honored in Katy, TX, with the gift of a 2019 Nissan Rogue. Jeukeng, who has faced immense personal challenges, including the loss of his wife in a traffic accident, expressed gratitude for the new vehicle, which was refurbished by Crash Champions - Houston Galleria.
“I am truly blessed with the gifting of this vehicle; now I have the ability to get my children to activities and events they need to attend,” said Jeukeng. “Thank you NABC for changing my and my family’s lives!”
LaDonna Bond, who leads social impact initiatives at GEICO,
emphasized the company’s commitment to the military community and those in need.
“For nearly 90 years, serving the military community has been fundamental to who we are at GEICO,” Bond said. “We’ve donated more than 100 vehicles through the NABC Recycled Rides program in 2024, with nearly half going to veterans and military families.”
The NABC Recycled Rides program brings together partners across the collision repair industry to refurbish and donate vehicles, creating lasting impacts for recipients.
“We are very proud to partner with GEICO on #GivingTuesday to present three beautiful vehicles to three deserving families,” said Debby Robinson, executive director of the NABC. “Thank you to our partners at Caliber and Crash Champions for refurbishing these vehicles, and to Enterprise and Copart for their always generous support.”
Burt Jeukeng, far right, received a 2019 Nissan Rogue
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