THE OFFICIAL PUBLICATION OF THE ALLIANCE OF AUTOMOTIVE SERVICE PROVIDERS/NEW JERSEY (WWW.AASPNJ.ORG) AND THE AUTOMOTIVE RECYCLERS ASSOCIATION OF NEW JERSEY (www.ARANJ.org)
DECEMBER 2020 $5.95
STANDING TOGETHER, EVEN APART
2020 NJA INDUSTRY SURVEY The
H Claim Settlement and the Law H Auto Body License Update H Opt OE: FCA Takes a Stand
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6 | New Jersey Automotive | December 2020
P.O. Box 734 Neptune, NJ 07753 EXECUTIVE DIRECTOR Charles Bryant 732-922-8909 / setlit4u@msn.com 2019 - 2021 OFFICERS PRESIDENT Jerry McNee, Ultimate Collision Repair, Inc. 732-494-1900 / ultimatecollision@att.net COLLISION CHAIRMAN Dennis Cataldo, Jr., D&M Auto Body 732-251-4313 / jr@dnmautobody.com MECHANICAL CHAIRMAN Keith Krehel, Krehel Automotive Repair, Inc. 973-546-2828 / krehelauto@aol.com TREASURER Tom Elder, Compact Kars, Inc. 609-259-6373 / compactkars@aol.com SECRETARY Thomas Greco, Thomas Greco Publishing, Inc. 973-667-6922 / thomas@grecopublishing.com BOARD Brad Crawford, Livingston Collision, Inc. 973-992-5274 / livingston.collision@gmail.com Gary Gardella, Jr., County Line Auto Body 732-363-5904 / countylineautobody@gmail.com Dave Laganella, Peters Body and Fender 201-337-1200 / petersbandf@gmail.com Sam Mikhail, Prestige Auto Body 908-294-1985 /prestige@goldcar.us
VOLUME 50 NUMBER 12 | December 2020
CONTENTS COVER STORY by Jacquelyn Bauman
The 2020 NJA Industry Survey 10 14
OUT OF BODY (AND MECHANICAL) EXPERIENCES PRESIDENT’S MESSAGE
Ted Rainer, Ocean Bay Auto Body 732-899-7900 / ted@oceanbayautobody.com
LOCAL NEWS
Anthony Trama, Bloomfield Auto Body 973-748-2608 / anthony@bloomfieldautobody.com
22
BOARD ALLIED Joe Amato, The Amato Agency 732-530-6740 / joesr@amatoagency.com
37
STANDING TOGETHER, EVEN APART:
24
16 20
EXECUTIVE DIRECTOR’S MESSAGE COLLISION CHAIRMAN’S MESSAGE
54 NJA ADVERTISERS’ INDEX
Rutgers Law Professor Addresses Claim Settlement Issues at AASP/NJ Annual Meeting by
AASP/NJ Guides Members through Auto Body License Renewals PPG’s Scott Pearson Seeks Kidney Transplant
Mike Kaufmann, Advantage Dealer Services 973-332-7014 / mkaufmann@advantageds.com
26
PAST PRESIDENT ATTENDING Jeff McDowell, Leslie’s Auto Body 732-738-1948 / chacki@aol.com
30
AASP/NJ Members Stress Importance of Proper Documentation
34
AASP/NJ’s Tom Elder Elected President of AASP National
PUBLISHER Thomas Greco / thomas@grecopublishing.com SALES DIRECTOR Alicia Figurelli / alicia@grecopublishing.com GRAPHIC DESIGNER Lisa M. Cuthbert/ lisa@grecopublishing.com EDITORIAL DIRECTOR Joel Gausten / joel@grecopublishing.com EDITORIAL/CREATIVE COORDINATOR Alana Bonillo / alana@grecopublishing.com OFFICE MANAGER Donna Greco / donna@grecopublishing.com CONTRIBUTING EDITORS Charles Bryant • Mario DeFilippis • Jeff McDowell • Mitch Portnoi • Ron Ananian Keith Krehel • Jerry McNee • Bob Dirkes • Jacquelyn Bauman
Published by: Thomas Greco Publishing, Inc. 244 Chestnut Street, Suite 202, Nutley, NJ 07110 Corporate: (973) 667-6922 / FAX: (973) 235-1963
www.grecopublishing.com NEW JERSEY AUTOMOTIVE is published monthly and is sent to AASP/NJ and ARANJ members free of charge. Subscriptions are $24 per year. NEW JERSEY AUTOMOTIVE is published by Thomas Greco Publishing Inc., 244 Chestnut St., Nutley, NJ 07110. The editorial contents of NEW JERSEY AUTOMOTIVE are copyright © 2020 by Thomas Greco Publishing Inc. and may not be reproduced in any manner, either in whole or in part, without written permission from the publisher and/or editor. Articles in this publication do not necessarily reflect the opinions of Thomas Greco Publishing Inc. Stock Images courtesy of www.istockphoto.com.
NATIONAL NEWS 36
FCA Takes a Stand against “Opt OE” Parts
AUTOMOTIVE RECYCLERS ASSOCIATION OF NEW JERSEY 50 Wharton Insurance Briefs by Mario DeFilippis Joe Amato, Sr. Ron Ananian Jim Bowers Charles Bryant Don Chard Guy Citro Pete Cook Ed Day Dave Demarest Phil Dolcemascolo Tom Elder Bob Everett
Thomas Greco Dan Hawtin Rich Johnson Wes Kearney Nick Kostakis Jim Kowalak Keith Krehel Joe Lubrano Michael Lovullo Jeff McDowell Sam Mikhail Ron Mucklow
George Petrask Russ Robson Jerry Russomano George Threlfall Cynthia Tursi Lee Vetland Paul Vigilant Rich Weber Brian Vesley Glenn Villacari Stan Wilson
New Jersey Automotive | December 2020 | 7
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OUT OF BODY (AND MECHANICAL) EXPERIENCES by THOMAS GRECO, PUBLISHER
And So This Is Christmas 2020... Let’s get this out of the way before any holiday tidings. As I write this, there is still no official decision on the election, but it looks like we will have a new president come January. For those of you who voted for Joe Biden, congratulations. To the victors go the spoils. For our country’s sake, I pray he does great things. For those of you who voted for Donald Trump, just remember that many of the very same people who are dancing in the streets and gloating now are the ones who voted for President Obama in 2008. And eight years later, we elected President Trump. It’s all a cycle. So, don’t give up hope. If nothing else, let’s all come together and beat this COVIDPage 1 19 demon.
And so this is Christmas...Obviously, a Christmas like no other. So, let’s go back a few years and tell a tale of Christmas past… When I was a kid, the job of hanging the Christmas lights always went to my dad and my brother Steve. That was fine with me. Steve was always good with doing chores, whether it was shoveling snow, vacuuming the pool or cleaning the gutters. (Oh, man, I HATED cleaning the gutters. Not only was it a disgusting job, but I was scared of heights!) He loved doing that stuff. Eventually, when I was around 10, I got sucked into helping out with the lights totally against my will. I mean, to hang Christmas lights required some of the things I hated most.
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Like getting up early. Or climbing a ladder. Or manual labor of any kind. But there I was. At first, it was kind of easy. It was my job to check the lights and pass them up. That lasted for maybe a year or two. Soon enough, I was called into full duty. And what a year my dad picked for that… You see, that was the year my dad got it in his head that he was going to go all out with Christmas decorations. It also happened to coincide with Steve’s first year of college – meaning he wasn’t around to help. The day I saw my dad pull into the driveway with sheets of plywood, a bunch of 2x4s, a bale of hay and the entire cast of the Nativity, I knew I was in deep, deep trouble. Of course, the first thing I asked my dad was, “What is all of that for?” He just backhanded me across my face and said, “Go pick it up.” (NOOOO! My dad would never do that; I was just seeing if you were paying attention!) He actually said, predating Chevy Chase in Christmas
Vacation, “Tom, we’re gonna make the best Christmas display in town.” Now you have to remember that this was the early 1970s. There were no blow-up Santas or Frostys on anyone’s lawns. There were no reindeer or fake icicles on people’s roofs. Homeowners put lights around the windows and wreaths on their doors, and that was about it. That’s what we always did. We only had to add maybe two extra strings to be the “best in town.” But not this year. No, not with little Tommy on full duty. “Son, get the ladder. We’re going on the roof.” I wanted to cry like Ralphie in A Christmas Story. He climbed up and asked for the 2x4s. “Bring up the hammer and nails, Son.” (As I have said here many times before, to this day, I can’t put a hammer to a nail – a true bricklayer’s son.) As I joined him on the roof, I asked him what we were doing (while at the same time trying not to faint from looking down). “Son, we’re going to nail these two beams together,
Continued on page 23
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New Jersey Automotive | December 2020 | 13
Look It Up!
PRESIDENT’S MESSAGE by JERRY MCNEE
There was a time in this industry when shops were able to rely on their experience and expertise to accurately determine how a vehicle repair should go, but that era is long gone. These days, as technology in automobiles continues to outpace the in-house knowledge of even the best shops out there, it’s critical that OEM repair procedures are utilized every time a vehicle arrives at your door. That doesn’t just mean tracking these procedures down; it also means making sure everyone – the technician, the shop manager, the quality control personnel, etc. – reads and understands them. Of course, OEM information doesn’t just fall from the sky; it has to be thoroughly researched and applied. This takes time, energy and focus – and none of these things are free. At my shop, we’ve been making a real effort to track our OEM research times. To illustrate how important this is, here’s an example from a recent test study performed by a shop I know in another part of the country: As per the OEM, replacing the tailgate and rear bumper cover on a 2019 Toyota Highlander required 24 procedures spelled out over 64 pages. It took 45 minutes to research this information, 60 minutes to review it and another 30 minutes to get the necessary diagnostic equipment together. Can you honestly say you’re repairing vehicles correctly if you’re not putting in that kind of time? It’s always important to get paid, but shops need to do this work even if an insurer refuses to acknowledge it. That’s an entirely separate issue. First and foremost, we need to do what’s necessary to perform proper repairs and keep our customers safe. If you’re not making that
commitment, then you’re doing a disservice to the entire industry. The bottom line is that you are responsible if something bad happens to that vehicle in a subsequent collision because of something you did – or didn’t do – at your shop. Those things do happen; we just don’t hear about them because litigation and gag orders keep them quiet. Could something happen to you? Probably not. Is it possible? Sure. Do you want to be the one singled out? Only you can answer that. As far as billing goes, don’t allow yourself to get beat down by what insurers refuse to pay. Certifications cost money. Accessing repair procedures costs money. Tools and equipment cost money. These are all things worth billing for. On another note, this issue of New Jersey Automotive includes a position statement by Fiat Chrysler Automobiles in regard to the use of “Opt OE” parts. Our position on these products was made clear in the previous two issues of this magazine, and now FCA has stepped up to draw a line in the sand on the matter. Read what FCA has to say and use it to make more informed decisions in your parts-ordering processes. We need to stand up and push back against the insanity going on with part definitions and classifications. The practice of adding “OE” to parts that clearly don’t measure up needs to stop. In closing, I wish all of our members a safe and healthy holiday season. We’ve all been through a lot this year, and 2021 will likely be another challenging time. AASP/NJ is here to help you through as much as we can. Stay strong. NJA
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Just When We Thought It Was Over, Here It Comes Again!
EXECUTIVE DIRECTOR’S MESSAGE by CHARLES BRYANT
I have been involved in the collision industry for many employees were still afraid to come back to work and be years, and I’ve witnessed just about everything we thought around others in a close environment, so the shops still it would have to deal with. When Hurricane Sandy hit, we could not fully open up. Other shop owners found that were devastated by the flooding and treacherous winds certain employees had found other jobs and were not that snapped trees like pretzels and took down buildings available to come back. Some of the shops that closed like they were made of straw. We’ve dealt with other down have stayed that way. disasters, including the wildfires out west and severe Just when it seemed that we were just about back to flooding and tornadoes wiping out homes and businesses normal (or at least had learned how to navigate through clear across the United States. However, those were this disaster), here we go again. All of a sudden, the natural disasters, and we often we had COVID-19 pandemic is back without a chance to prepare before they warning in what appears to be full Whether we like it actually hit. Because we have seen force, and it’s getting worse by the day. or not, the pandemic these types of terrible natural disasters Although people are getting used to that we thought had before, we are somewhat aware of wearing masks and social distancing, slowly slipped away how to deal with them. Plus, they are life is just not the same. A whole new is back, and it usually over in a few days or weeks, way of life has been introduced appears to be getting unlike the COVID-19 pandemic we are because of the pandemic, and we have stronger as the presently confronting. seen really wonderful things happen – The first difference is that we did as well as some not-so-nice things. We days go by. not see this coming; therefore, we have witnessed people in the were not prepared for it. Next, I am not automotive industry helping one sure there would have been any way to prepare for it. It’s another get through the hard times, and we have seen not like a natural disaster where we could hunker down in a certain people take advantage of the pandemic. storm shelter, board up our home or business or build a Some of the stories would warm your heart, like the dam. If you get the virus, you just hope you will make it shop owner who lost his painter and didn’t know where to through. We have many in the industry who got it and turn until his competitor offered to do his paint work until made it through; unfortunately, we have some who did not. the other shop could find a replacement and get back on Although automotive businesses were considered its feet. In another instance, a member of our industry went essential and allowed to stay open, many in our industry from shop to shop, picked up donated N95 masks and still had to lay people off or close down completely delivered them to hospitals that did not have enough anyway. Some closed because a few of their people masks to go around for the workers. caught the virus, and others closed simply because they Other stories were not so wonderful. As the pandemic had no business (at least when the virus first hit). However, got stronger and stronger, certain insurers began to use it even when things started to lighten up and certain to their advantage. Some carriers had wanted to eliminate restrictions started getting lifted, many businesses still did the cost of having appraisers come out to inspect not have the same workflow they had before this all damaged vehicles and prepare estimates long before the started. As a result, they could only hire back some of their pandemic hit. Now, many of those insurers simply say they employees. As time went on and things seemed to get are not coming out because of the pandemic and are somewhat forcing the shops to inspect the vehicles, take better (but not fixed), some shop owners found that many
16 | New Jersey Automotive | December 2020
pictures of the damage and prepare the estimate without compensation. To add insult to injury, now that the insurers have many shops going along with this practice, they are starting to deny payment for certain damages based on the claim that can’t be justified based on pictures. At that same time, they refuse to come out and inspect the vehicle when they claim that they can’t see all the damage. When we see and hear of the nice things people are doing to help one another, it just seems so heartless to hear that anyone would take advantage of these hard times. Whether we like it or not, the pandemic that we thought had slowly slipped away is back, and it appears to be getting stronger as the days go by. This year, AASP/NJ had to cancel its annual Golf Outing and in-person NORTHEASTŽ Automotive Services Show. Now, we are all
sitting on the edge of our seats to see how strong the current wave will be and, more importantly, how long it will last. AASP/NJ will be watching and reporting on things as they arise. We also want to remind our members that we have a host of member benefits available to help you get through these hard times, including a Hot Line to answer questions and solve problems as they come up and a Labor Pool for shops to find employees and for workers to find jobs. If you are a member of AASP/NJ and are experiencing a problem, don’t hesitate to call the Hot Line at (732) 9228909. If you are not an AASP/NJ member, now would be a good time to become one so you to could take advantage of all the great benefits our membership has to offer. Again, AASP/NJ is here to help. Our members never have to feel they have to face things alone. NJA
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COLLISION CHAIRMAN’S MESSAGE by DENNIS CATALDO, JR.
Help AASP/NJ Prepare for Our Industry’s Future
As one of the most bizarre and chaotic years in recent history comes to a close, the one thing I have learned is to adapt. Over the past 12 months, we have had to significantly modify our daily lives and deal with what seemed like monthly changes to the way we were allowed to operate personally and professionally. Some struggled to operate at all. Luckily, AASP/NJ was able to combat the push to close our businesses and have automotive repair deemed an essential business in New Jersey. While we were not allowed to have our beloved NORTHEAST® Automotive Services Show in person, we adapted and provided it online. Over the summer, while we were not allowed to gather in groups, we still held virtual training classes and seminars to try and improve our industry and push it forward. When members were having trouble renewing
their auto body licenses, AASP/NJ was able to help. What AASP/NJ needs now is for our members to adapt and help in the coming year. We need members to call on their state representatives to support bills A1659 and S1559 (the New Jersey Insurance Fair Conduct Act). Passing this legislation will improve our industry and push for safe and quality repairs on consumer vehicles. Every member of our Legislature needs to know why the proper repair of a vehicle is more important than the bottom line of an insurance company. We need to make sure every consumer with a valid complaint against an insurance company submits it to the Department of Banking and Insurance. We need every member to attend our events; we need you to be active. If you want to see something specific, let us know! We
Continued on page 23
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20 | New Jersey Automotive | December 2020
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New Jersey Automotive | December 2020 | 21
LOCAL NEWS by Alana Bonillo
Rutgers Law Professor Addresses Claim Settlement Issues at AASP/NJ Annual Meeting AASP/NJ hosted its annual virtual membership meeting via Zoom on October 29. The evening presentation featured guest speaker Jay Feinman, Rutgers Law professor and author of Delay, Deny, Defend: Why Insurance Companies Don’t Pay Claims Rutgers Law professor and What You Can Do About Jay Feinman It. Feinman’s discussion (photo source: Rutgers) addressed the ongoing claim settlement issues auto body shops experience with various insurance companies. “Things seem to be getting worse, and the reason I think is because of what is known as ‘delay, deny, defend,’ the title of my book. Insurance companies increasingly delay payment of claims, deny valid claims in whole or part, force policyholders to litigation to get what they are entitled to and then aggressively defend that litigation.” To illustrate how the trend began, he provided background into how insurance companies were advised by management consultants back in the 1990s to increase profit by reducing payments on smaller claims. “This is why you have the problems you have with $2,000, $5,000 and $10,000 claims. It is much more effective for them to save money there because there are just so many [of them].” Although the New Jersey Department of Banking and Insurance (NJDOBI) is in place to promulgate state regulations governing auto physical damage claims and unfair claim settlement practices, the complaint process thus far has been largely ineffective. Feinman believes there are a number of things repairers can do to fight the battle. One method involves having customers file complaints with the NJDOBI in greater numbers. He encouraged repairers to see to it that
22 | New Jersey Automotive | December 2020
complaints are filed in order to force the NJDOBI to investigate these actions and perform market conduct examinations. These forms of communication will also go on to create better information for consumers. “If your customer has a significant problem [with an insurer], I encourage you to have them file a complaint form. These complaints get compiled; annually, the Department publishes a ranking starting with the worst insurance company.” Currently, the most crucial component in the fight to improve insurance claim practices is to get behind AASP/NJ’s support of the New Jersey Insurance Fair Conduct Act (A1659), which would create a private cause of action for first-party claimants regarding certain unfair or unreasonable practices by their insurer. Additionally, successful claimants would be entitled to (among other things) reimbursement for their loss and court and attorney’s fees. “When this legislation comes up [in session], we need everyone to make calls, write letters and support it,” stressed AASP/NJ Executive Director Charles Bryant. “This industry needs to do something, and we can’t do it by whining and carrying on. We have to take action, and I’d greatly appreciate it if everyone got involved.” In addition to the keynote presentation, AASP/NJ provided meeting attendees with an update on the association’s 2020 activities and re-elected the following members to the Board of Directors for the 2021-2023 three-year term: Ted Rainer (Ocean Bay Auto Body; Point Pleasant), Anthony Trama (Bloomfield Auto Body; Bloomfield), Joe Amato, Sr. (Amato Insurance Agency, A Division of World Insurance Associates LLC; Neptune) and Gary Gardella, Jr. (County Line Auto Body; Howell). Additionally, new Board member Brad Crawford (Livingston Collision; Livingston) was elected to serve his first three-year term. For more information on AASP/NJ, visit aaspnj.org.
NJA
COLLISION CHAIRMAN’S MESSAGE
Continued from page 20
need more contributions to our Legal Fund to help those looking to fight for what is right in our industry. When we are allowed to have our NORTHEAST® Automotive Services Show and Golf Outing again, we need them to be
the largest ever attended. Member support is what keeps us going, and it is what is needed to find new ways to adapt to the future of our industry. NJA
OUT OF BODY (AND MECHANICAL) EXPERIENCES
Continued from page 11
put a star on the end of them and tie it to the chimney so you can see it from the next town!” Okay, Dad. Can I get down now? I’m a lot like my dad in some ways. We are both very, very impulsive and relentless. By the time it got dark, that damn star was lit on top of the chimney and you could see it from the next town. “It looks cool, Dad. Great job. Let’s go inside and warm up.” “Son, get the plywood and the hay out of the truck.” “What the fu#k?” (WelI, I thought that anyway.) We proceeded to build a manger scene on our lawn. (Well, I mean my dad did; I mostly watched and marveled.) It was complete with the aforementioned hay,
Joseph, Mary, the baby Jesus, three wise men and a donkey (and a few ticks from my dog, Queenie). When we gathered in the street to look at the house, I was thrilled and proud. With the lights, the star and the manger, my dad had truly created “the best Christmas display in town.” My dad, being the best dad ever, topped it all off by saying, “Tom, my son, great job. Let’s go get a couple of wellers at Rutt’s Hut.” As we stood at the counter eating our hot dogs – me drinking my Yoo-hoo, my dad drinking a beer – I looked up at him in awe. That may have been the happiest meal of my life. Merry Christmas, everyone!!! NJA
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LOCAL NEWS
AASP/NJ Guides Members through Auto Body License Renewals With COVID-19 dramatically affecting collision repair businesses in New Jersey over the past several months, AASP/NJ has been actively assisting several shops in ensuring that their auto body licenses will be renewed for the next two years. In July, the New Jersey Motor Vehicle Commission (MVC) contacted the association to discuss the need for shops to file their renewal applications by September 30. The Commission followed up in mid-September by providing AASP/NJ a list of businesses that had not yet fulfilled the requirements for renewal. The association took immediate action, with Executive Director Charles Bryant working with several repair businesses in making sure they had compiled the necessary documentation and information to provide to the State. “We assisted nearly three dozen shops that contacted the AASP/NJ Hot Line in getting their applications in order by reviewing what they already had, identifying missing items and providing other guidance when needed,” explains Bryant. “We especially wanted to be available to help those members who were behind on things due to the demands placed on their businesses during this pandemic.” According to MVC Spokesperson William Connolly, 1,250 body shop licenses had been renewed as of early November, while the Commission is working with 112 licensees who submitted their applications but need to supply additional information to complete the process. “Typically, we encounter problems with repair shops providing documentation for insurance certificates, training certificates and, in some cases, fire inspections,”’ he says. “Most commonly, licensees submit documents with improper dates or coverage. The MVC flags the issue upon review of the application and contacts the facility to obtain the corrected or updated document.” As this issue of New Jersey Automotive went to press, Connolly noted that MVC was still determining which of the remaining 112 shop applications were renewed, canceled or pending. “They all received 14-day letters to correct any issues and provide updated documentation. If the case handler receives the required documents, the license would be renewed. If the shop doesn’t respond, the license would be canceled. If a license is in pending status, it means we are working with the applicant to clean up any issues with
24 | New Jersey Automotive | December 2020
the application. If this application is for a renewal, the license would remain valid. At some point, the MVC may cancel the license if the applicant is not actively working to resolve the issues with their application.” Connolly adds that when an auto body repair facility license is not renewed on time, the licensee may have to submit an application for a new license. He also credits AASP/NJ for its response to MVC’s contact last summer and for helping shops hit the deadline and meet state requirements during a challenging time. “We believe this outreach contributed significantly to a successful renewal cycle.” “Although we were disappointed that MVC did not offer extensions to license renewal this year to help shops impacted by COVID-19, we’re pleased to see so many shops in New Jersey rise to the challenge and successfully renew their licenses within the required time period,” comments Bryant. “AASP/NJ is always available to serve as a resource for members who have questions or concerns in regard to licensing, and we expect to see the vast majority of the 112 shops still engaged in the process reach a final conclusion and remain licensed to operate in our state. I would caution anyone who hasn't finalized the licensing process to do so immediately.” NJA
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LOCAL NEWS
PPG’s Scott Pearson with his wife, Tammy.
PPG’s SCOTT PEARSON Seeks Kidney Transplant
As anyone who’s met him knows, 38-year industry veteran and PPG Territory Manager Scott Pearson is one of the friendliest and most dedicated members of the New Jersey collision repair scene. What most people don’t know is that he has spent years navigating life with chronic kidney disease (CKD). Earlier this year, Pearson was put on the kidney transplant list. Although he is holding his own these days, he will need a transplant in the future. Despite his health challenges, he remains a critical part of PPG after 29 years. “PPG’s just a great company to work for; they always take care of their employees. If I didn’t like the company, I would have left a long time ago.” Pearson is also well known for his industry volunteerism, including serving as event coordinator for the collision repair side of the New Jersey SkillsUSA Conference from the mid-’90s through the early 2000s. “It was great seeing the kids who were coming into the industry. I went to Aberdeen Vo-Tech, so I’ve always had
26 | New Jersey Automotive | December 2020
an interest in helping vocational students. All of the shop owners who volunteered wanted a hand in it too, because that was the future that was going to be walking into their shops.” Nearly 40 years after starting his career, he still finds joy in the closeness of the New Jersey automotive community. “It’s a tight-knit community. You see people you’ve known 25, 30 years and still have relationships with them. That’s rare in any kind of business or industry. A lot of people come and go in other professions, but they tend to stay in this industry – and you also see their kids take over their businesses. I see guys I’ve known since I was 18 years old with kids who are in the industry now. That’s pretty cool. I’m glad to see that and still be a part of it.”
How You Can Help Scott If you are able to be screened as a potential kidney donor, please fill out the form at bit.ly/donor-referral-form and enter Scott Pearson as the intended recipient. As soon as you fill out the form, please email Jami Abes, the living donor coordinator at Robert Wood Johnson Transplant Center, at Jami.Abes@rwjbh.org or (732) 253-3338 and let her know that you have filled out the form to be screened as Pearson’s potential kidney match. All of the donor’s medical expenses are paid for by Pearson’s insurance, and you do not need to live in New Jersey to be tested or to have the surgery performed. Additionally, all of the potential donor’s information is completely confidential. For more information on the kidney donation process, please email Scott’s wife, Tammy, at tammygeric@gmail.com. NJA
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LOCAL NEWS
AASP/NJ Members Stress Importance of Proper Documentation With the rise of COVID-19 already causing logistical issues between many shops and insurers in the settlement of claims, New Jersey Automotive has received a groundswell of reader feedback in recent weeks in regard to how they are fighting back when insurers refuse to negotiate over items and procedures needed to bring vehicles back to pre-loss condition. “We follow the P-Pages and OEM procedures to know what it takes to do repairs properly, but some insurers refuse to budge without a drawn-out fight,” comments one longtime AASP/NJ member. “Our charges for researching OEM procedures and using OEM parts when the ‘Opt OE’ parts they’re pushing us to use are unavailable are two of the major ones they’re digging their heels in over. In no insurance policy that I’m aware of does it say, ‘Hey, we’re
going to partially bring your car back to pre-accident condition.’ Their job is to indemnify their customers and bring that vehicle back to the way it should be.” Another reader tells us that a recent Allstate job took six weeks to resolve after his shop’s estimate came to
In the battle for proper compensation, a growing number of shops are increasing the level of documentation in their job files.
approximately $13,400 (based on documented procedures) and the insurer’s estimate – even after an approximate
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$3,200 supplement – came to just over $11,000. After sending in another supplement and not receiving a response after days of attempts, the shop owner got his customer involved. The insured reached out to their agent, who contacted Allstate with a complaint. According to the shop owner, the subsequent call he received from the Allstate rep led to an interesting exchange. “I told him, ‘All I want to do…’ and he finished my sentence by saying, ‘Get paid for what you’ve done.’” Not surprisingly, this AASP/NJ member is making it a habit to keep his customers informed on payment issues as they develop. “If not for our customers getting involved and us continuing to pursue it, these things wouldn’t be addressed. There are zero negotiations happening in a lot of cases. That’s a problem.” In the battle for proper compensation, a growing number of shops are increasing the level of documentation in their job files. For example, one reader informs us that when he is faced with an insurer’s refusal to pay for a particular procedure, he includes various examples of that carrier’s “usual and customary” payments on other claims
featuring the exact same work. This information, which the shop gathers through the services offered by National AutoBody Research (nationalautobodyresearch.com), has been largely successful in addressing payment conflicts – particularly with smaller claims. “It seems like insurance companies have no problem beating us up and cutting money out of $3,000 to $7,000 claims. They’re going after smaller jobs, which means we really need to step up in documenting everything we do as a defense against it.” In addition to using the “usual and customary” approach to his advantage, he encourages other shops to document every step of the repair process – including all OEM procedures and position statements that were looked up – and make the consumer aware of why every step performed on the shop floor is necessary. “Insurers won’t hold up their end of the rules and regulations that they agreed to in order to sell insurance in this or any other state. The only way to fight back is through proper documentation and not being afraid to loop your customer in. Nobody can argue with facts.” NJA
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NATIONAL NEWS
AASP/NJ’s Tom Elder Elected President of AASP National
In an effort to foster ongoing AASP/NJ Addresses COVID-19, Photo communication despite COVID-19, various Estimating Like every industry association, AASP/NJ affiliate association representatives met in has spent most of 2020 working to assist its October for a two-day AASP National members impacted by the coronavirus Board meeting via Zoom. pandemic. During his state affiliate report at During the first day, AASP/NJ the National Board meeting, AASP/NJ Treasurer Tom Elder (Compact Kars, Inc.; Tom Elder Executive Director Charles Bryant noted the Clarksburg) was elected president of the rise of insurer-prompted photo estimating in national organization. He had previously recent months and its negative impact on Garden State served a two-year stint as AASP National vice president. shops. Most notably, photo estimating has led to He is a longtime member and past president of AASP/NJ considerable delays in the estimating and supplement and has been actively involved with local collision and processes, often resulting in insurers refusing to pay for mechanical repair associations since the 1980s. storage for the time it took for them to determine a total “I am pleased to be elected as president of the loss. “The reality is that the vehicle became a total loss when the two cars collided on the highway; it just took the “I look forward to directing the Board insurers weeks to figure it out. From our point of view, the to make a difference for our member insurers are taking full advantage of COVID-19 and trying shops throughout the country.” to insist that shops take pictures and deal with the estimates that way. They’re writing really lowball estimates; we’re seeing them for $700 or $800 on $8,000-$9,000 National Board and am hoping that we can further the jobs. Then, [the shops] have to pull teeth to get the cause through the US,” commented Elder. “I look forward insurers to look at the vehicles again and write supplement to directing the Board to make a difference for our after supplement. This sometimes takes three to four member shops throughout the country.” weeks.” “Tom has been such a strong advocate at the state To make matters worse, Bryant noted that current level for so many years, and he will, no doubt, bring that photo estimating practices contradict state law. same degree of commitment and passion to our work at “Part of the New Jersey Auto Body License Law says the national level,” added AASP National Administrator that a shop shall not prepare an estimate based on Judell Anderson. In addition to Elder, the following industry leaders were pictures, phone calls or any means other than personal elected to comprise the 2021-2022 AASP National inspection of the vehicle. That doesn’t mean that an insurance company can’t do it, but it does mean that an Executive Board: Vice President – Molly Brodeur auto body shop cannot prepare an estimate by looking at (AASP/Massachusetts), Secretary/Treasurer – Mike a picture of a damaged vehicle.” Moehlenkamp (AASP/Missouri), Chair of Executive As a way to combat the issue, AASP/NJ has been Directors – Amanda Henry (AASP/Pennsylvania) and drawing shops’ attention to the Duty to Protect provision Immediate Past President – Bill Adams (New York State found in auto insurance policies, which specifies that Association of Service Stations and Repair Shops).
Continued on page 49
34 | New Jersey Automotive | December 2020
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FCA Takes a Stand against “Opt OE” Parts
NATIONAL NEWS
Fiat Chrysler Automobiles (FCA) has issued the following position statement on the use of “Opt OE” parts on their vehicles (presented below with minor edits):
Opt OE Is Not OE Opt OE parts can seem like authentic Mopar at a value price compared to purchasing from an FCA dealer. However, Opt OE is not OE and can create problems for collision shops and vehicle owners.
What Is Opt OE? Opt OE refers to Option OE and may also be referred to as surplus or OE-supplier. These parts may not come from an FCA dealer and may not be manufactured to meet the same high standards as the original part. Only authentic Mopar OE parts are designed, engineered, manufactured and tested to the FCA US LLC internal and government-mandated standards and are the only equivalent to the originally installed components. Even though parts classified as Opt OE may appear in various estimating systems or parts ordering documentation, there is no guarantee that they are genuine Mopar parts.
Our Stance Mopar does not have an Opt OE program or an OE surplus program and does not recognize the sale of Opt OE parts. Often, these parts are imported from other markets where vehicle content, safety standards and appearance may differ as compared to North America. In other cases, Opt OE parts may be manufactured by OE suppliers. It is important to know that no supplier is authorized to utilize FCA US LLC tooling, test equipment or intellectual property in the development or production of aftermarket parts. Even when offered by OE suppliers, aftermarket parts are often made with materials and processes that do not adhere to FCA US LLC standards. FCA US LLC does not approve of or recognize repair procedures where authentic Mopar parts are not used for Chrysler, Dodge, Jeep, Ram and Fiat brand vehicles. Due to the complex safety systems engineered into modern vehicles, these parts may not function properly and may disable or impair the function of critical safety devices. In addition, they may not fit properly or match the finishes used on the original components. This can result in unsafe or poor-quality repairs, lost productivity and future warranty concerns for collision shops. For more information, log on to MoparRepairConnect.com. NJA
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STANDING TOGETHER, EVEN APART The 2020 New Jersey Automotive Industry Survey By Jacquelyn Bauman
It has been a crazy year. With all of the uncertainty that 2020 has brought to our doors, it is very easy to feel isolated. Yet it is important to remember that even when we are competing with one another, we’re all facing the same unifying struggles. As such, New Jersey Automotive has once again set out with its annual survey to bring some important information to light. Are your Labor Rates higher or lower than the shop next door? Do you struggle with the same insurers as other shop owners in the Garden State? Has COVID-19 affected your business in the same way as your neighbors? All of this information and more can be found on the following pages. We would like to extend a huge thank you to the overwhelming number of shop owners who participated this year; we hope this helps you make the best choices for your businesses next year and beyond. New Jersey Automotive | December 2020 | 37
2020 NJA Industry Survey
demographics Where is your business located? How long have you been in business?
Northern NJ: 36%
Central NJ: 51%
What best describes your primary business?
l 1-5 years: 3% l 6-10 years: 3% l More than 10 years: 94%
Southern NJ: 13% l Collision & Mechanical: 23% l Collision Repair 72% l Mechanical Repair: 5%
COLLISION SHOPS: Are you a DRP?
YES: 78% NO: 22%
If you selected “YES� to being a DRP, how many programs are you on?
1 - 5: 83%
6 - 10: 14%
More than 10: 3%
What age is your oldest employee? 1 - 5: 31% 6 - 10: 33% 11 - 20: 26% More than 20: 10%
How many employees do you have, including yourself?
30 - 40: 10% 41 - 50: 8% Over 50: 82%
How many employees have you hired in the past year? 18 - 25: 64% 26 - 35: 18% Over 35: 18%
None: 33% 1 - 2: 18% 2 - 4: 31% More than 4: 18%
What age is your youngest employee?
Even though hiring new techs is a constant concern for members of the industry, it seems as though the numbers are on the rise. Last year, only 24 percent of readers had hired more than two employees for the year. In 2020, that number is up by a considerable amount. One Central Jersey repairer even indicated that he had hired more than 20 new employees this year.
38 | New Jersey Automotive | December 2020
2020 NJA Industry Survey
state of the shops
35%
On a scale of 1-10, how would you rate your current state of business?
There is still plenty of positivity out there. Even with everything our country is currently going through, 75 percent of readers rate their current state of business to be better than average. Despite COVID-19, a majority of readers still consider their current state of business to be a seven or higher.
30%
25%
20% 15%
10% 5%
0%
1
2
3
As in years past, many of the issues topping the list of main concerns for shop owners included substandard Labor Rates, not getting paid properly for necessary procedures (if at all), hiring new technicians and steering. However, we saw a spike this year in repairers indicating that a lack of jobs coming through the door is a growing source of anxiety. “Until recently, the biggest issue we were facing was always the lack of younger individuals coming into our profession,” a shop owner from Central Jersey pointed out. “But right now, with reduced traffic due to COVID19 and the development of
4
5
6
7
8
9
10
COLLISION SHOPS: What is the most pressing issue affecting repair shops today? 35% Escalating costs
18%
11%
6%
vs. substandard Labor Rate
COVID-19 and lack of new jobs
Insurers not paying for repairs
Complexity of repairs
15%
1%
Hiring new technicians
Photo estimating
13%
1%
Steering
Aftermarket parts
crash avoidance features in almost every new car, our biggest problem is the lack of work.” “In the short term, we’re facing an issue with COVID-19 and decreased miles being driven,” another repairer said. “But in the long term, our issue is always that insurers will drive work to consolidators who can self-manage programs, cut insurance appraisal staff and then will drive pricing down by leveraging oversupply and the willingness of consolidators to buy business with lower pricing.”
MECHANICAL SHOPS: What is the most pressing issue affecting shops today?
Mechanical shops and collision repair facilities are more alike than they might think. As with survey respondents from the collision side of the industry, mechanical repairers indicated that their top concerns in the field today include hiring qualified technicians, utilizing scanning equipment, new technology and a lack of jobs due to decreased traffic. While it’s easy to believe mechanical shops have it easier because they don’t have to deal with insurers in the same way as collision repairers, it’s important to realize that most of the struggles dealt with on a daily basis are felt by the entire industry.
In the past year, did your sales increase, decrease or stay the same?
DECREASE: 77% STAY THE SAME: 5% INCREASE: 18%
Unsurprisingly, this was the question with the largest response difference from previous years. With fewer cars on the road and businesses being forced to close for periods of time due to stay-at-home orders, it should come as no shock to anyone that a majority of readers felt a hit to their bottom lines this year. New Jersey Automotive | December 2020 | 39
40 | New Jersey Automotive | December 2020
HYUNDAI IS PROUD OF ITS REPUTATION FOR QUALITY AND SERVICE. SO ARE THE DEALERS AND BODY SHOPS WHO RELY ON GENUINE HYUNDAI PARTS. TO MAKE CERTAIN THAT YOU GET THE RIGHT HYUNDAI PART, ASK FOR A HYUNDAI WHOLESALE PARTS SPECIALIST. For Genuine Hyundai parts, contact an Authorized Hyundai Dealer. MAXON HYUNDAI 2329 ROUTE 22 WEST UNION, NJ 07083 TOLL FREE: 800-964-7281 FAX: 908-851-5631
LIBERTY HYUNDAI 371 ROUTE 17 NORTH MAHWAH, NJ 07430 201-529-3600 FAX: 201-529-3051
WAYNE HYUNDAI 1244 ROUTE 23 NORTH WAYNE, NJ 07470 PH: 973-646-0333 FAX: 973-694-1700 waynehyundai.com
New Jersey Automotive | December 2020 | 41
Diagnostically speaking, there is no substitute. Porsche technology. Porsche Genuine Service & Parts. Contact one of these authorized dealers. Town Porsche 105 Grand Avenue Englewood, NJ 201-227-6505 Fax 201-227-6553 town-motorcar.porschedealer.com
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Porsche Princeton 3333 Route 1 Lawrenceville, NJ 609-945-1500 Fax 609-945-1501 princetonporsche.com
Š 2020 Porsche Cars North America Inc. Porsche recommends seat belt usage and observance of traffic laws at all times.
42 | New Jersey Automotive | December 2020
Paul Miller Porsche 3419 Route 46 East Parsippany, NJ 973-227-3000 Fax 973-575-8396 paulmillerporsche.com
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New Jersey Automotive | December 2020 | 43
2020 NJA Industry Survey
operations
Has your facility undergone an OSHA inspection in the Are you currently certified/recognized by an OEM to last 12 months? perform collision repairs? s Yes: 15% s Yes: 28% s No: 85% s No, and I do not plan on becoming certified/OEM recognized: 28% s No, but I am working towards it: 44% Has the increase in photo estimating since the Over 20 different manufacturers were mentioned by repairers who COVID-19 pandemic HELPED the repair process? took our survey. The top certification programs that respondents are participating in were Nissan/Infiniti, Hyundai, Mercedes-Benz and s Yes: 33% Porsche. Other major players included General Motors (GM), s No: 67% Honda/Acura, Kia, Fiat-Chrysler, Ford aluminum, Tesla and Volvo.
How do you feel OEM certification programs will affect your business?
s No mechanical certification programs/Not applicable: 6% s My business will be affected in a NEGATIVE way: 15% s My business will be affected in a POSITIVE way: 54% s My business will not be affected: 25%
Has steering affected your business? s Yes: 74% s No: 26%
STEERING: The bane of most shop owners’ existence. It’s hard enough that customers are uninformed and don’t know that they can use any shop they would like, but it makes it doubly difficult when you don’t even get a chance to explain that fact to them. “Vehicles get moved from our shop because of insurance companies’ interactions,” one Central Jersey repairer observed. “We don’t even have a chance to speak with the vehicle owner and try to secure the repairs at our shop.” Many hope that a good relationship with a customer would help to mitigate the effects of steering, but as one respondent noted, that isn’t always the case. “We have had several of our long-term customers and even our own family members steered away from us for insurance repairs. Unfortunately, the insurance company gets in the customer’s ear before we ever have the opportunity to sell our services. The common insurance company speech makes the owner believe that they will not get good service, they will have out-of-pocket expenses other than deductibles, the work will not be guaranteed, the repairs will take a lot longer, etc. The insurance company basically instills a fear into the customer, and the average person will then go along with what they tell them.” “There have been customers scheduled for repairs with us who ended up going to a DRP after talking with their insurance company further,” a shop owner from North Jersey revealed. “We have even had friends and family being told the common talking points: ‘We can’t guarantee that you won’t have to pay out of pocket,’ ‘That shop isn’t one of our preferred shops,’ ‘We’ll be able to streamline the process for you if you use one of our preferred shops,’ etc. It’s endless!” “The insurance companies are always trying to steer the vehicles to the DRP shops – even if the customer is reporting the accident from our shop,” one repairer from South Jersey explained. “They are relentless. This has been going on for years with no help for the industry in sight.”
44 | New Jersey Automotive | December 2020
The rise of photo estimating in the industry has led to varying opinions on its effectiveness. “The photo review process has its pros and cons, but it certainly extends the repair process with multiple hours being added to administrative duties per claim due to carriers writing initial short sheet estimates and not negotiating in person to settle claims,” one North Jersey repairer noted. Another repairer points out an unexpected benefit of the rise of the photo estimating process – customers becoming more informed. “I am finding customers asking and realizing the amount paid on the initial photo estimate does not seem ‘right’ or ‘enough’ to repair their vehicle. Some of them are realizing how little we’re actually getting paid to do work through their insurer.”
Do you typically perform scans before and/or after a repair job? s Yes: 95% s No: 5% Those who answered “yes” fell into these categories: s Scan in-house using a third-party scanner: 57%
s Hire a third-party vendor to perform scanning services: 16% s Scan in-house using an OEM scanner: 27%
Do you experience difficulty in getting properly compensated for scanning? s Yes: 62% s No: 38% What is your current Labor Rate? s $50-$60: 79% s $61-$70: 18% s $70+: 3%
What do you think your Labor Rate should be? s $65-$75: 9% s $76-$85: 50% s $86-$95: 26% s $96+: 15%
2020 NJA Industry Survey
operations
Where do you commonly go to find information on ADAS repairs and procedures? s OE sites: 46% s Scanner software: 8% s ALLDATA: 18% s Mitchell: 4% s Sublet vendor: 11% s CCC One: 3% s I-CAR: 10% Where do you look to hire new employees? s Word of mouth: 36% s Indeed: 31% s Everywhere: 15% s Craigslist: 13% s Ads: 13% s Tech Schools: 5% s Facebook: 5%
How do you promote your business to current and potential customers?
How have social media and digital platforms such as Yelp affected your business?
Everyone has an opinion, and ever since the dawn of the internet, it is easier than ever for people to share that opinion with the world – for better or for worse. As many shop owners know, online reviews can make or break their businesses. “Everyone looks at the internet,” one Central Jersey repairer explained. “Good reviews are extremely important in this competitive industry. Some customers tell us that they chose our shop because we had good reviews online.” Even though 49 percent of survey respondents agreed and mentioned that positive online reviews have helped them bring in new customers, many feel the impact of negative reviews on their bottom line. “Yelp is absolutely horrible,” shared a shop owner from South Jersey. “We caught them faking their bid system to the tune of a 20 percent decrease on our bottom line.” “It’s been an easy way for customers to make an unsubstantiated claim about us, and there’s not much we can do to correct it,” another repairer from North Jersey said. “Some people even leave poor ratings when they’re not even a customer!”
The five most popular answers were: s Word of mouth
s Social Media s Print advertising s Direct mail s Billboard, cable & radio, TV, salesmen, local events
insurance companies
In your experience, which insurance company do you find the most difficult to deal with, and why? GEICO
ALLSTATE PROGRESSIVE STATE FARM
0%
10%
20%
30%
40%
50%
60%
While nearly every insurer you can possibly name showed up at least once in our list of worst insurers to deal with, the top three most difficult insurers remain – for the fourth year in a row – State Farm, Progressive and Allstate.
New Jersey Automotive | December 2020 | 45
2020 NJA Industry Survey
insurance companies
Has an insurer told you that you have to order “Opt OE,” “Alt OE” or “Surplus OE” parts from a particular vendor at a discount? F No: 31% F Yes: 69%
If you answered “yes” to the previous question, do you typically agree to order the parts and use the insurerdesignated vendor? F No: 59% F Yes: 41%
It can be a struggle having insurers control almost every part of the repair process – from deciding whether or not to pay for necessary procedures like scanning to determining which parts they want you to use and even where to buy them. As many repairers know, pushing back on these mandates can be extremely difficult.
parts
Approximately how much do you spend on parts annually? l $1-100,000: 2%
l $101K-500K: 51%
l $501K-1 million: 26%
l $1 million or more: 21%
“The parts we get from these vendors are just not good,” one North Jersey shop owner explained. “Some insurance companies even tell me that they aren’t going to pay the difference in price if I decide to go with a vendor I trust instead.” “They push us hard to order these parts, and they don’t care if you already have the new parts in hand,” a Central Jersey repairer echoed. “They say they won’t pay for them and insist that you order the part they want from their selected vendor.” The issue with ordering parts from these vendors isn’t just that insurers are relentless in their insistence that you use them or even the fact that their quality of parts may be lacking. As one South Jersey repairer stated, lack of stock is also a problem. “Most times, the parts are unavailable. Insurers rarely check availability of the parts they include. When they aren’t available, the process has to be stopped while they sometimes try several other sources, usually with the same results. This adds cycle time to the repair process and cuts into efficiency.”
What’s the most important factor in determining who you purchase your parts from? Those who answered “yes” fell into these categories:
1. Relationship with representative 2. Delivery time 3. Quality
4. Inventory 5. Price
What is the approximate ratio of OEM to aftermarket parts you use? v Less than 25% OEM: 3%
v 25% OEM, 75% aftermarket: 10% v 50% OEM, 50% aftermarket: 26% v 75% OEM, 25% aftermarket: 46% v 100% OEM: 15% 46 | New Jersey Automotive | December 2020
2020 NJA Industry Survey
parts
In what instances do you use aftermarket parts? The most popular answers were:
v When the customer is paying out of pocket
Where do you look first when purchasing parts and services? v Word of mouth: 41% v New Jersey Automotive magazine: 39% v Vendor relationships, ABD,
v To replace aftermarket parts only
v When an insurance company mandates it
NORTHEAST®, Parts reps: 12% v Online: 8%
covid-19
What aspect of the COVID-19 pandemic has affected your business the most?
Fewer cars on the road means fewer cars in your shop. During no other time in recent history has there been a situation that has led to decreased traffic for this extended period of time. Over one-third of NJA readers indicated that a decreased work volume due to people working from home and shelter-in-place orders has hit them the hardest. Shop owners have also struggled with increased cycle time, a lack of ability to get parts, the additional labor necessary to apply disinfectant to vehicles and even shop closures over the past several months.
How has the COVID-19 pandemic affected your relationship with insurers?
The stress of this pandemic is being felt by people across this country, and repairers in New Jersey are no different. For one thing, the increased labor on the part of the repairer and the lingering difficulties in dealing with insurers are making this situation a nightmare for some shop owners in the Garden State. “We spend more administrative labor on every claim,” a Central Jersey shop owner indicated. “The time explaining the need for labor and necessary procedures eats into profits. We see the car; they see a photo. Who are they to argue?” “There’s much more of a reliance on photo estimating,” explained one North Jersey repairer. “Everything is virtual, which makes the supplements a lot larger.” In addition to shops taking on a heftier role in the administrative process, getting paid properly for repairs is affecting many repairers’ cycle times and bottom lines. “They use every excuse not to pay,” lamented a shop owner from South Jersey. “They don’t even want to pay a fair rate to apply disinfectant to the vehicles. It has caused us to do more work per repair to get an agreed price.”
“Insurers were understanding of some delays as long as it didn’t cost them money,” noted another North Jersey repairer. “But they made it clear if delays and added rental expenses are from our shop voluntarily closing, it would not be acceptable.” “It’s making everything so much worse,” one survey respondent stated. “The reliance on photos makes wait times so much longer and delays the entire process. Customers are waiting longer on repairs because we’re having difficulties finalizing claims.” However, some lucky shop owners have noticed that these completely unprecedented circumstances have actually led to more pleasant interactions with their insurers. “It’s a little more human,” opined a repairer from North Jersey. “Believe it or not, I’ve found some company adjusters to be more agreeable and even possibly having some compassion for us.” “In most cases, dealing with insurers is the same,” shared a Central Jersey shop owner. “However, I do feel the companies that in the past were not always cooperative are becoming a little easier to work with, because we are now doing more of the work for them. It’s decreasing their operating costs, making their jobs easier.” “I’d like to think that this situation has helped our relationships a little bit,” added another respondent. “The drawback is that the shop has to do more of the work regarding the photo estimates and supplements. But if the insurance company is going to waive their right to inspect, then they have to be more open to our opinions and judgments.” More than one-third of respondents said they haven’t seen any real change in the way they’ve had to deal with insurers since the start of the pandemic – mostly because insurance companies were already so difficult to deal with.
Did your business close at any time due to the COVID-19 pandemic?
Have you found difficulty in refilling positions due to the COVID-19 pandemic?
Did your business receive any COVID-19 financial assistance?
Have you experienced parts and/or materials supply issues due to the COVID-19 pandemic?
v Yes: 13% v No: 87% v Yes: 92% v No: 8%
v Yes: 41% v No: 59%
v Yes: 92% v No: 8%
Six months from now, do you think business conditions will be better or worse than they are presently?
v Better: 82% v Worse: 18%
This has been a time unlike any other, and the results of this year’s survey clearly reflect that fact. Hopefully, the next 12 months will deliver a safer, calmer and more profitable industry for all. NJA New Jersey Automotive | December 2020 | 47
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NATIONAL NEWS
Continued from page 34
carriers are responsible for covering the expenses involved in policyholders keeping their vehicles in a safe location while awaiting repair or, in some cases, waiting for the vehicle to be determined a total loss. “When there is a loss, [the insured] of the covered vehicle is obligated to protect it from additional damage. The insurer must pay any ‘reasonable expenses’ incurred to do so that are reported to them. It’s right in the policy.” Bryant offered to share documentation on the Duty to Protect provision with other AASP state affiliates. More information on the Duty to Protect is available in the July 2020 issue of New Jersey Automotive (available at grecopublishing.com). In other AASP/NJ news, Elder shared that the association plans to host an in-person NORTHEAST® Automotive Services Show this March, with an alternate date planned for September if necessary. AASP National was founded in 1999 by a coalition of state and regional organizations representing the industry. AASP affiliates represent over 8,000 automotive businesses in strategic alliances and monitor federal legislation and regulations. For more information, visit autoserviceproviders.com. NJA
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New Jersey Automotive | December 2020 | 49
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50 | New Jersey Automotive | December 2020
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Wharton Insurance Briefs
Winter is coming, bringing snow and ice to our area. There is an exhausting amount of work needed to keep your business safe from slips and falls. So far, our clients have done an excellent job in preventing these types of accidents from occurring. Focusing on the safety of your businesses sometimes causes you to overlook safety at home. Just like protecting your business, you need to protect your home from snow load and ice dams forming on your roof. Here are some precautions you can take to protect your property and life from snow load: • Removing the weight of the snow from the roof, will prevent a collapse. • Watch for falling snow or ice from roofs. • Don’t put untrained individuals on roofs to clear snow. • Inspect roofs for leaks or structural deficiencies that may develop. • Make certain gutters, drains and downspouts are clear of ice and debris. • Clear snow and ice away from exhaust vents that go through exterior walls. • Clear snow off decks to reduce stress on them. Ice damming is caused when heat from the inside of a home with a sloped roof escapes into the attic space, warming the underside of the roof. The collision of heat from inside your home and colder temperatures outside melts the snow on the warmer portion of the attic, and it runs down the roof and freezes when it encounters the cold edge of the roof’s eave. Consequently, the melted snow running down the roof begins to back up underneath the sheathing and leaks into your attic, damaging the structure and its contents. When these ice dams occur, you need to melt a channel through the ice to the roof surface to create a drain to relieve water build up. If you are not sure how to create the ice channels or need some ideas or methods, please contact me.
Mario DeFilippis, AAI Vice President (732) 686-7020 (office) (908) 513-8588 (cell) mdefilippis@whartoninsurance.com
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52 | New Jersey Automotive | December 2020
Genuine Volkswagen Collision Parts Are a Call or a Click Away. The best repairs start with the best shop-supplier relationship. Contact the following Authorized Volkswagen dealers by phone, fax or email to get the parts you need, when you need them. Flemington Volkswagen 213 Route 202/31 Flemington, NJ 08822 TOLL FREE: 877-657-2787 FAX: 908-782-1795 rmuir@flemington.com www.NJPARTS.com
Paul Miller VW of Bernardsville 118 Morristown ROAd Bernardsville, NJ 07924 Toll Free: 877-318-6557 Local: 908-766-1600 Fax: 908-766-6171
Douglas Motors 491 MORRIS AVE. SUMMIT, NJ 07901 PHONE: 908-277-1100 FAX: 908-273-6196 TOLL FREE: 800-672-1172 www.douglasvw.com email: douglasparts@douglasautonet.com
Trend Motors 221 Route 46 West Rockaway, NJ 07866 888-267-2821 fax: 973-625-4985 www.trendmotors.com email:dreinacher@trendmotors.com
Crestmont Volkswagen 730 ROUTE 23 NORTH POMPTON PLAINS, NJ 07444 TOLL FREE: 800-839-6444 fax: 973-839-8146 www.crestmontvw.com email:vwparts@crestmont23.com
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New Jersey Automotive | December 2020 | 53
ADVERTISERS’ INDEX
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