Hammer & Dolly January 2019

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A Photo Estimating Disaster

Straight Talk on Scan Tools

WMABA Members Rate Insurers

January 2019 Volume 13, No. 1 $5.95

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January 2019

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THEY’RE CALLED “ORIGINAL BMW PARTS” FOR GOOD REASON. FOR UNCOMPROMISING PRECISION AND INCOMPARABLE QUALITY, YOUR BMW CENTER IS YOUR ONE-STOP SHOP FOR EVERYTHING BMW. For Original BMW Parts, contact one of these authorized BMW centers: BMW of Annapolis 25 Old Mill Bottom Road Annapolis, MD 21409 410-349-2565 Fax:410-349-2586 mybmwofannapolis.com

Passport BMW 5000 Auth Way Marlow Heights, MD 20746 301-423-0733 Fax: 301-423-2717 passportbmw.com

BMW of Alexandria 499 South Pickett Street Alexandria,VA 22304 Direct: 703-684-5255 Fax: 703-647-1853 bmwofalexandria.com

Northwest BMW 9702 Reisterstown Rd Owings Mills, MD 21117 410-363-1461 Fax: 410-363-7749 northwestbmw.com

BMW of Silver Spring 3211 Automobile Blvd Silver Spring, MD 20904 866-737-8937 Direct: 301-890-3015 Fax: 301-890-3748 bmwofsilverspring.com

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Richmond BMW 8710 West Broad Street Richmond, VA 23294 800-237-0130 Direct: 804-527-6860 Fax: 804-965-6254 E-mail: tdailey@crownauto.com richmond-bmw.com BMW of Catonsville 6700 Baltimore National Pike Baltimore, MD 21228 855-996-2906 410-744-2000 Fax: 410-818-2600 bmwofcatonsville.com

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CONTENTS January 2019

ADVERTISERS’ INDEX ATI . . . . . . . . . . . . . . . . . . . . . .22 Audi Group . . . . . . . . . . . . . . .38 Axalta Coating Systems . . . . .IFC BASF . . . . . . . . . . . . . . . . . . . .11 Blue Ridge Color Company . .30 BMW Group . . . . . . . . . . . . . .4 CAPA . . . . . . . . . . . . . . . . . . . .22 Chesapeake Automotive Equipment . . . . . . . . . . . . . . . .34 Crashmax Equipment . . . . . . .32

28 REMARKABLE PAST, THRILLING FUTURE:

Empire Auto Parts . . . . . . . . . .34

WMABA Hosts 50th Anniversary Celebration in Fairfax BY JOEL GAUSTEN A look back and a step forward.

Fairfax Hyundai . . . . . . . . . . . .22 Ford Group . . . . . . . . . . . . . . .42 GM Parts Group . . . . . . . . . . .27

LOCAL NEWS 14 WMABA’S INSURER-RATING SURVEY

Honda Group . . . . . . . . . . . . .18

NOW LIVE

Hyundai Group . . . . . . . . . . . .17

The shops’ voices will be heard.

Jerry’s Ford . . . . . . . . . . . . . . .40 Koons Ford . . . . . . . . . . . . . . .32

NATIONAL NEWS 16 SECOND EDITION OF COLLISION P.R.E.P. AT NORTHEAST TO BE A KNOCKOUT WMABA to hit New Jersey with unbeatable training opportunities.

20 SCRS PRESENTERS OFFER IDEAS ON TOMORROW’S INDUSTRY

Malloy Hyundai . . . . . . . . . . . .3 Mazda Group . . . . . . . . . . . . .41 MINI Group . . . . . . . . . . . . . . .31 Mitsubishi Group . . . . . . . . . . .19 Mopar Group . . . . . . . . . . . . . .23 NORTHEAST® 2019 . . . . . . .16

Views on what the future could hold.

Nissan Group . . . . . . . . . . . . .23

WMABA FEATURE

Nucar . . . . . . . . . . . . . . . . . . . .7

24 THE PHOTO ESTIMATING PROBLEM: AN INSIDE STORY

O’Donnell Honda . . . . . . . . . .35 Packer Norris Parts . . . . . . . . .IBC

WMABA’s Jordan Hendler shares a frustrating tale.

Polyvance . . . . . . . . . . . . . . . .42 Pinnacle . . . . . . . . . . . . . . . . .15 Porsche Group . . . . . . . . . . . .37

INDUSTRY ADVICE: ASK MIKE 33 WHY ARE OEM-APPROVED SCAN TOOLS

PPG . . . . . . . . . . . . . . . . . . . . .OBC Reliable Automotive

THE BEST OPTION?

Equipment . . . . . . . . . . . . . . . .36

Thoughts on doing repairs the right way.

Sherwin-Williams . . . . . . . . . .13 Spanesi . . . . . . . . . . . . . . . . . .9 Subaru Group . . . . . . . . . . . . .19

DEPARTMENTS 6

Editor’s Message

Toyota Group . . . . . . . . . . . . .26

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JOEL GAUSTEN

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Executive Director’s Message JORDAN HENDLER

Stock Images © www.istockphoto.com

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WMABA Membership Application

What’s WMABA Up To?

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WMABA Sponsorship Page

WMABA Board of Directors

VW Group . . . . . . . . . . . . . . . .10 Wheel Collision Center . . . . . .35 ZB Negotiations . . . . . . . . . . .21

January 2019

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Joel Gausten

EDITOR’S

(973) 600-9288 joel@grecopublishing.com

MESSAGE PHOTO ESTIMATING? NO THANKS.

A few weeks ago, I was inside my parked car checking messages on my phone when a driver attempting to park in the adjacent space grossly misjudged the distance and plowed into me. Although I was not physically harmed, my car got pretty banged up. After calling the police and exchanging contact information with the other driver, I used my phone to take a few pictures of my newly mangled ride. I’m not the type of person who immediately rushes out to get the latest and greatest gadgets on the market, so the camera on my smartphone is serviceable at best. I did what I could with what I had, but my phone failed to adequately capture the dents and other issues I wanted to immortalize. The shots were okay, but they were far from suitable representations of what had just happened to my vehicle. That’s when it hit me: There are people all over the country taking horrendous photos on their phones and sending them to insurers in the name of “convenience.” There is no way I would ever submit the photos I took to an insurer as part of the claims-handling process, but people are sending photos that are even worse to carriers. Honestly, the thought made me sick to my stomach.

A few days later, an insurance appraiser checked out my car and took his own photos.

While the job is still going on at the time of this writing (actually due to my demand for a rerepair – you don’t write about the auto body field for 18 years without learning a few warning signs of sloppy work), I can tell you this: The original insurance estimate will end up being at least 50 percent below the real-world work and costs associated with getting my vehicle restored to pre-loss condition. If a supposedly skilled insurance appraiser can miss the mark by that much through an in-person inspection, what chance do I – or the elderly lady who hit me – have in getting it right through a smartphone image?

We are indeed living in an exciting era of new technology, but the advancements we’re seeing all around us should make our lives better – not drag a profession as important as yours back to the Stone Age. This is the collision repair industry, not Facebook. This madness needs to stop. H&D

Trust me...this picture says NOTHING about the repair I’m going through at the time of this writing.

WMABA OFFICERS PRESIDENT

VICE PRESIDENT TREASURER SECRETARY

IMMEDIATE PAST PRESIDENT

Torchy Chandler torchy.chandler@gmail.com 410-309-2242 Bill Hawkins whawkins@mybmwannapolis.com 410-349-2578 Barbara Chase barbara@siskautobody.com 301-855-5525 Phil Rice phil@ricewoods.com 540-846-6617 Mark Schaech, Jr. markschaech@gmail.com 410-358-5155

BOARD OF DIRECTORS

Don Beaver (donbeaver3551@gmail.com) 443-235-6668 Rodney Bolton (rbolton@aacps.org) 443-386-0066 Kevin Burt (kevinburt@walkermillcollision.com) 301-336-1140 Barry Dorn (bdorn@dornsbodyandpaint.com) 804-746-3928

ADMINISTRATION

Ben Gibson (bgibson@richmondmarinecenter.com) 804-355-8151 Steven Krieps (srkrieps@live.com) 304-755-1146 Ashley Kruger (akruger@baughautobody.com) 804-285-8045 Danny Szarka (danny@dynamiccollisionservices.com) 410-500-9200

EXECUTIVE DIRECTOR Jordan Hendler (jordanhendler@wmaba.com) 804-789-9649 WMABA CORPORATE OFFICE P.O. Box 3157 • Mechanicsville, VA 23116

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STAFF

PUBLISHER SALES DIRECTOR EDITORIAL DIRECTOR CREATIVE DIRECTOR EDITORIAL/CREATIVE COORDINATOR

OFFICE MANAGER

Thomas Greco thomas@grecopublishing.com

Alicia Figurelli alicia@grecopublishing.com

Joel Gausten joel@grecopublishing.com

Lea Velocci lea@grecopublishing.com

Alana Bonillo alana@grecopublishing.com

Donna Greco donna@grecopublishing.com

PUBLISHED BY TGP, Inc. 244 Chestnut St., Suite 202 Nutley, NJ 07110 973-667-6922 FAX 973-235-1963 Reproduction of any portions of this publication is specifically prohibited without written permission from the publisher. The opinions and ideas appearing in this magazine are not necessarily representations of TGP Inc. or of the Washington Metropolitan Auto Body Association (WMABA). Copyright © 2019 Thomas Greco Publishing, Inc.

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YOU tell us what and when and WE worry about how to get you the right parts when you need them.

How do we do it?

• 80 wholesale professionals SERVING professionals • $6.2 million on-site inventory • 24-hour work schedule • Regional / national parts locating • Same night manufacturer deliveries • 24-hour return / credit process • Automated order delivery and tracking

But really, it's not about us...

IT'S ALL ABOUT YOU!

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EXECUTIVE DIRECTOR’S

MESSAGE NEW YEAR’S RESOLUTION: GET ON BOARD WITH WMABA

I would be remiss if I didn’t encourage you as part of your New Year’s resolutions to get on board with WMABA. I don’t mean you need to join the Board necessarily (see what I did there?), but at least become a member.

The association is celebrating its 50 years in the Mid-Atlantic area. For the same reasons it started, we need your support now. With the tsunamis of technology, lack of qualified technicians, education to keep up with and much more, there’s no better time than 2019.

Jordan Hendler

(804) 789-9649 jordanhendler@wmaba.com

Join WMABA by April 1 and we’ll give you a discount on a new membership

$500 for the year! (Regular price: $700)

I’ll even make you a deal! If you join by April 1, we’ll give you a discount on a new membership - $500 for the year. (Regular price: $700.) Try us on for size, and you’ll see it’s more fulfilling to be with your colleagues and stay informed than it ever was walking alone.

We promise to represent you well, locally and nationally, and to offer you educational opportunities you’ll not find anywhere this side of the Mississippi. You can take advantage of Collision P.R.E.P. at the NORTHEAST® Automotive Services Show, membership meetings, a Golf Outing and your own Help Line (our admin office) for whenever you need some help.

Someday, you may even want to join the Board and take an active role behind the scenes. Those on the Board enjoy their colleague relationships – you’d probably liken them to family – and knowing they have a panel of folks willing to give advice or lend a hand. It’s something that keeps them going when difficult days find them. If you don’t believe me, just ask them.

This association wasn’t built in a day, and one day at a time is no way to succeed.

We’ve had our own hurdles and have taken blows at times, but our members are strong and there’s no way we’d have the industry we do here without it.

Make that resolution and get on board with us today! H&D

Check the WMABA website and newsletters for regular updates and reports from the Executive Director’s perspective. y Join b – 1 l i r Ap 0 5 0, Pay $ 00!

2 $ Save

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Find more association updates at www.wmaba.com.

WHAT’S UP TO? WMABA MEMBERSHIP: THE UN-SECRET PLAYBOOK It’s always a good time to get involved in WMABA. If you’re reading this, your first benefit is already being realized: Staying up to date on the news in our area and beyond.

Get Your Team Jersey Supporting WMABA is an investment in the future of your business and your industry. By becoming a member, you are represented in all the places the Board or executive director go. Whether at a trade show like SEMA, assisting with the SCRS OEM Technology Summit regarding certified repairs or locally at the state capitol meeting legislators or testifying at a hearing, your interests and the interests of all repairers are at the forefront. Though repairers often feel competitive, the association is a place for camaraderie and community. Here, we’re all on the same team.

Get Educated WMABA offers issue-specific, topic-driven education throughout the year.

Participation in special events and local meetings, such as the Audi Training Center-hosted seminar and tour, offers your business the best in opportunities to advance your understanding of changes within our industry.

The Playbook The association is your resource for all things related to your business.

Whether you have a question about current Labor Rate data, operations, customer interaction, insurer relationships, vendor products or national news, your association is the place to ask first. Through our relationships nationally, we can even take issues to the forefront of places such as the Society of Collision Repair Specialists, Collision Industry Conference or national contacts for insurers and vendors.

Locally, we research governmental regulations and oversight to make sure the repair industry is protected from any negative legislation. Represented in both Virginia and Maryland, WMABA proposes and opposes recommended bills that come into the legislature during open session. Also, we work with consumer-related entities, government agencies and other related industry organizations to ensure that the voices of the repairer and their customer are heard.

Many repairers take advantage of the knowledge and community the association has for navigating situations that arise. A simple phone call or email can circumvent many issues our members encounter.

Call the Game As a member, you decide your personal level of participation. Do you have interest in committees that address particular issues you feel passionately about? Would you want to be a Board member and assist in guiding the direction of the association? How about sitting on the sidelines so you can focus on your own business? All answers can be correct! While WMABA would like to encourage your spirit of volunteerism, it is solely up to you at what level you get involved.

The minimum is getting your membership. This year can WIN with your commitment to the betterment of your business and your industry. Sign up today! H&D

January 2019

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Alexandria Volkswagen 107 West Glebe Rd. Alexandria, VA 22305 703-684-7007 Fax: 703-684-4138

Fitzgerald Volkswagen 114 Baughmans Lane Frederick, MD 21702 Toll Free: 800-545-4745 Fax: 877-696-1841

e-mail: parts@alexandriavw.com

e-mail: parts@fitzmall.com www.fitzparts.com

Karen Radley Volkswagen 14700 Jefferson Davis Hwy. Woodbridge, VA 22191 703-550-0205 Fax: 703-643-0081

King Volkswagen 979 North Frederick Ave. Gaithersburg, MD 20879 Parts Direct: 240-403-2300 Fax:240-403-2398 e-mail: parts@vwking.com www.vwking.com

Ourisman Volkswagen of Bethesda 5415 Butler Road Bethesda,MD 20816 301-652-2452 Fax: 301-652-2589 e-mail: vwwholesale@ourisman.co

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Fitzgerald Volkswagen of Annapolis 34 Hudson Street Annapolis, MD 21401 Phone: 410-224-4636 Fax: 410-224-4264

Ourisman Volkswagen of Rockville 801 Rockville Pike Rockville, MD 20852 Parts Direct: 301-340-7668 Toll Free: 855-417-4511 Fax: 240-499-2488

www.fitzmall.com

e-mail: rockvilleparts@ourismanautomotive.com www.ourismanvolkswagenofrockville.com

Ourisman Volkswagen of Laurel 3371 Ft. Meade Rd. Laurel, MD 20724 Phone: 301-498-6050 Fax: 301-498-0157 www.laurelvolkswagen.com

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Let talent shine.

BASF’s Vision+ Educational Expertise provides tailored solutions to customers from a wide variety of V+ University and V+ Technical University courses. Offered at over 24 locations across North America, BASF is constantly developing new content in OEM training, eLearning and more to keep our customers first-class.

BASF AUTOMOTIVE REFINISH COATINGS

™ basfrefinish.com

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WMABA THANKS

YOU WMABA thanks their generous supporters of the

LEVEL 1

Corporate Sponsor Program for 2019!

We encourage YOUR SUPPORT of those who SUPPORT US! For more information about the sponsorship program, please contact Executive Director Jordan Hendler at (804) 789-9649 or email jordanhendler@wmaba.com

LEVEL 2 Certified Automotive Parts Association

www.wmaba.com

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FinishMaster • Mid-Atlantic Paint & Supply National Coatings and Supplies • WheelsOnsite

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SIMPLY BRILLIANT

OUR BEST BASECOAT EVER #SWrefinishsolutions sherwin-automotive.com/ultra9k

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Informing consumers and lawmakers.

LOCAL

NEWS ’s Insurer-Rating Survey Now Live For 50 years, WMABA has been committed to providing tools that help collision repair facilities in the region improve their businesses. Now, the association is working to elevate the level of information and resources it gives to consumers.

Currently live and open to members and nonmembers alike, WMABA’s latest online survey asks shops owners in Maryland, Virginia, West Virginia and DC to share their opinions on insurance company conduct. The information gathered will then be distributed to the motoring public.

WMABA’s survey asks shops to respond to questions on topics including: overall fairness; efficiency and response times; transparency; adjuster knowledge of the repair procedures or estimating database; customer interaction; and reimbursement practices.

WMABA hopes that the information obtained through the survey will assist consumers in the policybuying process. Additionally, this information will better equip WMABA when it approaches Bureaus of Insurance, Attorneys General and other agencies that oversee consumer protection.

The Concession Conundrum While the survey aims to build a better-informed consumer base, shops will inevitably continue to face pushback from insurers. Every day in this industry, shops make the decision to either concede to the

carriers’ wishes during the repair process or insist on performing procedures they deem necessary. If the insurer still refuses to pay for certain procedures (or if a rate discrepancy still exists), then the shop has the option of directly involving the consumer. A repair facility could choose to assist the customer in filing a complaint to the state Bureau or Office of Insurance, which has the added benefit of informing the Office of issues in the marketplace. The shop also has the option of balance-billing that consumer, who could then take up the matter with their insurer. Additionally, a shop-educated consumer could enact the Appraisal Clause, a process in which the customer can dispute the insurer reimbursement through a mediated process.

Help WMABA help consumers and the industry it serves. Please visit wmaba.com to take the survey today. H&D

Executive Director’s Thoughts

It’s usual for repairers to have survey results on themselves, but this is a very rare opportunity for them to rate insurers. If they can give feedback on how an insurer in our market behaves – positive and negative – then we as an association can publish that information for all. Consumers get reports from J.D. Power and entities like that, but not straight from the horses’ mouths.

- Jordan Hendler

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Stellar education on the East Coast.

NATIONAL

NEWS Second Edition of Collision P.R.E.P. at NORTHEAST to be a Knockout

OFESSION PR EPAIRER AL R

ED

U C AT I O N PROGRA M

With the industry facing challenges in all aspects of collision repair – from technology to equipment, repair procedures, finding good people, and so much more – there’s no better place to get a packed punch of education than at WMABA’s Collision Professional Repairer Education Program (known as “Collision P.R.E.P.”) at the NORTHEAST Automotive Services Show this March 15-17 in Secaucus, New Jersey. As a partnership between the Alliance of Automotive Service Providers of New Jersey (AASP/NJ) and WMABA, last year’s inaugural offering met and exceeded all expectations.

This year, the Collision P.R.E.P. slate will offer much of the same hits from last year. One such returning smash hit is an OEM Representatives Panel Discussion to look at aspects of certification/certified repair and what changes in vehicle technology repairers will be faced with. Repair procedures, business relations and more will be discussed by a variety of national-level OEM representatives.

Mike Anderson with Collision Advice will again bring his unique flavor of education with best practices for estimating with “Write it Right,” tidbits of management advice and “Life Nuggets to Live By,” a phrase coined from last year that tells you how much more you get from him than just the facts. His presentations change minds and lives, and he’s always a fan favorite!

A host of national-level speakers will also be slated – individually and as teams - to give you the best the industry has to offer in this

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one-stop shop of education. The association is very excited at the return of Collision P.R.E.P for the membership and industry at large.

“There is a lot of work that goes into making this a valuable investment for

everyone attending, from shop owners to technicians,” says WMABA Executive Director Jordan Hendler.

continued on page 42

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Unsurpassed Quality. Genuine Hyundai Parts.

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.

Fairfax Hyundai 10925 Fairfax Blvd.

Fairfax, VA 22030 Phone: 703-273-5188 FAX: 703-352-3115 E-mail: parts@fairfaxhyundaiinc.com

Fitzgerald Lakeforest Hyundai 905 North Frederick Ave. Gaithersburg, MD 20879 Phone: 301-670-4881 Fax: 301-670-1595

Malloy Hyundai 1880 Opitz Blvd.

Woodbridge, VA 22191 Parts Direct: 703-490-8263 Fax: 703-490-3864 E-mail: hmkparts@aol.com

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It Takes Genuine Honda Collision Repair Parts To Achieve a Genuine Honda Fit. Honda collision repair parts are engineered and manufactured to Honda standards.

In the collision-repair business, time is money, and you can’t waste time on parts that almost fit properly. Use Genuine Honda replacement parts. Your reputation depends on it.

For Genuine Honda parts, contact these Authorized Honda dealers.

Ourisman Honda 3371 Ft. Meade Rd. Laurel, MD 20724 Direct: 301-498-6050 Fax: 301-498-0157 www.laurelhonda.com

Honda of Tysons Corner 1580 Spring Hill Rd. Vienna, VA 22182 Direct: 703-749-6652 FAX: 703-821-4229 www.hondatysonscorner.com E-mail: sebastian.venegas@hondaoftysonscorner.com

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Miller Honda 3985 Valley Pike Winchester, VA 22602 Direct: 800-296-5020 Direct Local: 540-868-9916 Fax: 540-869-1074 E-mail: bmorgan@drivemiller.com

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Conquest your Mitsubishi parts needs!

Mitsubishi now offers Genuine OEM parts through our new “Opt-OE” parts program at discounted prices. See Mitsubishi’s Ultra-Conquest parts and prices in the Optional OEM Suppliers category of popular collision estimating systems.

Ultra-Conquest Collision Parts Program Highlights: • • • •

Discounted prices on quality new and unblemished OEM parts Automated price and part selection in collision estimating systems High parts availability Delivery to most major U.S. cities within 24 hours

• Available through all participating Northeastern area Mitsubishi dealers • Includes the majority of key collision components for select popular models • We can meet or beat aftermarket prices!

To find out more about Ultra-Conquest pricing contact your local Mitsubishi dealer.

For Genuine Mitsubishi parts, contact these authorized Mitsubishi Dealers.

Fitzgerald Mitsubishi 1930 West Street Annapolis, MD 21401 Direct: 410-224-4636 Fax: 410-224-4264 E-mail: adamsf@fitzmall.com

Younger Mitsubishi 1945 Dual Highway Hagerstown, MD 21740 Direct: 800-296-1190 Fax: 301-733-5465 www.youngermitsubishi.com

Jerry’s Mitsubishi 1906 E. Joppa Road Baltimore, MD 21234 Toll Free: 844-817-9406 Local: 443-219-2728 Fax: 443-403-1419 mitsubishiparts@jerrymitsubishi.com www.jerrysmitsubishi.com

Buy Genuine Mitsubishi Parts and get the perfect fit at the perfect price.

10% off on all parts orders when you mention this ad.

For Genuine Subaru Body Parts, contact these Authorized Subaru Dealers.

Wilkins Subaru 6913 Ritchie Hwy #2, Glen Burnie, MD 21061 410-689-8066 Fax: 410-689-8008 subparts@wilkinsautomotive.com www.wilkinssubaru.com

Fitzgerald Lakeforest Subaru 905 North Frederick Ave., Gaithersburg, MD 20879 Phone: 301-670-4881 Fax: 301-670-1595

January 2019

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NATIONAL

NEWS

Last year, 1.3 million people died in automobile collisions around the world. In the United States, that number was over 40,000. How many deaths occurred in commercial aviation during that same amount of time? Zero. After delivering these stunning figures during his presentation at the recent Society of Collision Repair Specialists (SCRS) – presented IDEAS Collide Showcase at SEMA in Las Vegas, John Ellis (Ellis & Associates) followed up with a call to action for the American auto body community.

“The industry of independent repair should begin to deeply study the aviation industry…I encourage you to work with the Board of SCRS to actually take action and begin to understand what is happening in aviation that would apply here.”

Ellis was one in a series of speakers who gave 10-minute, TED Talks-inspired presentations during the Showcase, which aimed to present unique perspectives on how the industry at large could prepare for and embrace a future driven by advanced technology.

These days, it is not uncommon for certain high-end automobiles to have 120plus sensors and connectivity to a modem.

As IDEAS Collide speaker Jason Verlen

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January 2019

Peter Tagliapietra of NuGen IT

(CCC Information Systems) revealed, evolutions in both repair and claims handling are occurring to the point where insurers are already well on their way to investigating the potential for implementing artificial intelligence (AI) into the estimating process.

“There is not one single conversation that CCC is involved [in] with any insurance company [where] this is not the number-one topic.”

As vehicles become more advanced, the level of data generated during and after a collision will grow exponentially.

“Are we to the point where the data is

now more valuable than the software that companies like mine produce? I say yes,” offered Peter Tagliapietra of NuGen IT. “As we’re going forward, the value of that information is going to become more and more relative to our industry overall.”

Tagliapietra used his time on the IDEAS Collide stage to propose a new way to use this information to the industry’s advantage.

He believes the potential exists for the creation of a global, not-for-profit collision repair database that would allow estimates and detailed repair information to flow into a “global central repository” free of charge.

Repairers would then be able to access this data - including images, estimates, repair orders and parts orders – for seven years.

This access would allow repairers to gain critical insight into prevailing Labor Rates, market differentials, cycle time trends and other critical business-related factors.

“All of that information is available today. It’s just that it’s not in a central repository to provide that information back to the industry.”

Of course, no industry can survive change of this magnitude without first securing a strong workforce. In an effort to increase the level of benefits offered to current and future member shop employees,

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Experts look forward.

SCRS recently partnered with Decisely, a benefits brokerage and HR services firm, to develop and offer Association Healthcare Programs and other collectively sourced benefits, producing more affordable options for member shops. Addressing IDEAS Collide attendees, Decisely CEO Kevin Dunn explained that recent revisions to federal laws have opened the door for associations like SCRS to pursue health insurance products as a collective. This will enable numerous body shop employees to receive health insurance benefits for the first time. Additionally, Dunn revealed other government changes have allowed associations to offer retirement plans to their members.

“For the first time in this country, small businesses are now allowed to aggregate and do collective bargaining when it comes to retirement plan services.”

“It allows you to not have to [deal with] all the administrative cost just for your small business,” Dunn said. “Instead, it’s aggregated among thousands of small businesses; everyone pays their little portion. Think of it like a Costco for your retirement.”

For more information on upcoming SCRS programs and events, please visit scrs.com.

H&D

Executive Director’s Thoughts Decisely CEO Kevin Dunn

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WMABA

FEATURE It all started at a Taco Bell.

WMABA Executive Director Jordan Hendler was getting a quick bite in the drive-thru when the driver behind her took her foot off the brake and CRACK. “How fun it is to run back into the drive-thru line to fish your receiver cover out from beneath another car,” sighed Hendler during a recent chat with Hammer & Dolly. “We pulled ahead and exchanged information. My bumper had only been fixed 30 days prior after a minor hit-and-run in a grocery store parking lot. It wasn’t even cured yet!”

Unfortunately, her bad luck didn’t end there. She filed a claim with the other driver’s insurer, and things quickly got interesting – and incredibly frustrating.

“The damage seemed minor, but still needed to have the bumper replaced due to the repainting – and it no longer being within

tolerance. The first problem we encountered was with the rental car.

Of course, they wanted to put me in a clown car. I drive a full-size extended SUV and had a trip planned, so I needed the larger vehicle. Besides, I didn’t cause this, and I drive what I drive. It took two phone calls and a manager, but they did relent to this.

“The next call came back after established fault that I needed to download an app to my phone that I could upload the pictures directly into,” Hendler continues. “I told them I already had photos and an estimate for repair that I could send. They replied that they didn’t have any way to accept them, they didn’t have any email address they could be sent to and the only way I could get photos to them was to take them inside the app. When I asked about being able to see the damage, they said that if there was a problem, they would go from there.”

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Technology versus reality.

You don’t need to be psychic to figure out what happened next.

“The initial repair estimate was around $1,300. The photo estimate was $76. Yes, that’s right, only $76. They pretty much accounted for putting the receiver cover back on and calling it a day. I called them right away to say that they didn’t catch any of the damage. They assured me that as soon as the supplement was sent, they would assess and go forward. The vehicle went to the shop and the tear-down took place, so a supplement for $1,800 was sent in. They did approve it right away, but I think they also realized who I was. I know that this insurer is usually not so forthright or agreeable for other customers of the repair facility.”

While Hendler is understandably frustrated over this experience, she has even greater issues on her mind.

“My concerns about this process are not about my own experience; I’m worried by the lack of insurance knowledge from the motoring public. Going off of the photo estimate, I may have just thought, ‘Well, not much ado. I’ll just take this and move forward.’ Had I not already been to a repair facility and known that my bumper needed to be fully replaced and painted along with a recalibration, I may have moved on. Others do move on; they will leave their vehicle damaged. My accident required that my ADAS at least receive a health check. The

BY JOEL GAUSTEN

photo estimate process does not give any indications that this needs to happen, even though almost every vehicle requires it. I cannot imagine insurers giving that advice out freely. Who is liable for that information?

The consumer trusts the insurance company to do what’s right, and this information is never relayed.”

Virginia is not the only state with consumers getting burned by photo estimating. In 2016, the Auto Body Association of Texas (ABAT) randomly selected several photo estimates from various insurance carriers and submitted them to the Texas Department of Insurance.

“A few of these photo app estimates revealed alarming trends, such as a 2015 BMW with five hours on the quarter and seven hours on the right rear door,” explains ABAT Board member Robert McDorman. “In reality, this vehicle needed a quarter panel replacement and a right rear door shell. The photo app estimate total was $1,044.19 with a customer deductible of $1,000. The insured received a check for $44.19 after the $1,000 deductible, but the final repair amount to return the BMW back to its pre-loss OEM condition [was] above $7,000 when completed.”

Speaking with Hammer & Dolly contributor Tom Slear earlier this year, Leonardo Rodriguez of Autoworks Collision Center in Lynn, MA relayed an experience he had with a late-model foreign car in his shop.

The initial estimate from the insurer consisted of two photos and $800.

The insured had been driving the car unaware of several obvious safety hazards, the most noticeable of which were an inoperable latch for the hood and damaged headlights. The final repair came to $7,200, nearly 10 times the photo estimate.

“No good,” Rodriguez said. “[The customer] shouldn’t have been driving that car.”

No stranger to issues between shops and insurers, Texas-based attorney Todd Tracy offers an interesting analogy to illustrate his views on photo estimating.

“Take two eggs. Take one of the eggs and shake it up really well, and leave the other one. Then, take a picture of both eggs and say, ‘Which one of these eggs has been scrambled?’ By using the photo estimate, you can’t tell. Now, let’s look at it a little bit deeper. We know that front bumpers have fascia plates on them. They have honeycomb bumper absorbing systems, and they have energy management capsules below that are designed to crush. Looking at the photo estimate, you’re never going to see that. I’m sorry, but with the way that these vehicles are designed these days, you have to take a couple layers off the outside of the onion to get in there and see what’s been damaged. Anybody who thinks a photo estimate serves any useful benefit at all has no idea what they’re talking about. You need to sit inside a vehicle; you need to put a vehicle up on the racks. You need to do an examination of a vehicle just like a doctor does on a patient when they’re trying to do a diagnosis. I guarantee that you’re never going to get a doctor to put their medical license at stake by not examining the patient.”

With photo estimating practices growing throughout the national auto body field, it’s clear that there could be some very dark days ahead for consumers who depend on collision and insurance professionals to do the right thing.

As Hendler says, “It’s a scary world we are in now – with the technology interventions by the vehicle itself, then insurers using it for adjusting, then the repairer requirements to deal with procedures and scanning. It’s very concerning to me how much turmoil this is causing.

Vehicles are getting smarter, and I’m not sure we’re making the grade as an industry – us or the insurers.” H&D January 2019

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COVER

STORY REMARKABLE PAST, THRILLING FUTURE: WMABA Hosts 50th Anniversary Celebration in Fairfax On December 13, WMABA celebrated its 50th anniversary by returning to where it all began.

Drawing a full house at P.J. Skidoos in Fairfax, VA – the site of some of the association’s earliest meetings and events – WMABA looked back at its illustrious past, shared thoughts on its exciting future and honored some of the most important people in its five-decade history.

Emcee Jeff Hendler (J.D. Hendler/ Associates) reflected on the influence WMABA has had on the collision repair field throughout his 42-year industry career.

“I remember the first national meeting I ever went to [the Automotive Legislative Councils of America], and WMABA had a huge presence at that meeting…When we founded ICAR, WMABA was there. When we founded the Collision Industry Conference [CIC], WMABA was a huge presence.”

During a special state-of-the-industry address, WMABA Executive Director Jordan Hendler reviewed some of the association’s most recent accomplishments, including its partnership with the Alliance of Automotive Service Providers of New Jersey (AASP/NJ) in debuting the Collision Professional Repairer Education Program (P.R.E.P.) at the 2018 NORTHEAST® Automotive Services Show.

“That has to be the shining star of this entire year. It blew all expectations out of the water…The partnership alone was amazing, and the amount of people who came from not only our region but from the entire United States was staggering. It tells us how much people want education.”

Auto body associations are only as strong as the support they receive, and WMABA used the 50th anniversary event to present special awards to 50-year members Fairfax Auto Body,

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Emcee Jeff Hendler brought humor and history to the evening.

Joyce Arndt of Ray’s Auto Boy with her 50-year membership award

Rick Plum (left) and Joe Mattos of NCS accept their 50-year membership award

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The party of the year.

Left to right: WMABA Board members Jordan Hendler, Don Beaver, Barbara Chase, Phil Rice, Torchy Chandler, Danny Szarka, Steven Krieps, Kevin Burt, William Hawkins and Barry Dorn (Not pictured: Rodney Bolton, Ashley Kruger and Ben Gibson)

An emotional moment as WMABA President Torchy Chandler accepted the 2018 SCRS Regional Lifetime Achievement Award from Aaron Schulenburg and Barry Dorn

Then and now: The July 1989 and December 2018 issues of Hammer & Dolly

Ray’s Auto Body, Hanagan’s Auto Body and National Coatings & Supplies, Inc./Mattos.

Additionally, a special table displaying original WMABA member applications, an issue of Hammer & Dolly from 1989, ASE materials dating back to the 1970s and other rare items illustrated the Washington Metropolitan region’s lasting impact on the industry at large. An extra dose of fun came courtesy of Hertz, who donated various door prizes.

Aaron Schulenburg, a former WMABA Board member and the current executive director of the Society of Collision Repair Specialists (SCRS), was honored to be a part of the evening’s festivities.

“I wouldn’t have missed this for the world. It’s pretty amazing to watch an association develop, mature and go through some pretty exciting times.”

The highlight of the evening came when Schulenburg and Past WMABA President/Past SCRS Chairman Barry Dorn presented the 2018 SCRS Regional Lifetime Achievement Award to WMABA President Torchy Chandler for her outstanding efforts and dedication on behalf of the association and the automotive community it represents. “[Torchy] has been a tremendous asset to the industry as a whole and to the development and advancement of this very association,” Schulenburg said. “[She’s] been involved for decades. I’ve personally had the pleasure of working with [her] in some of the most tumultuous but important times the association has had. I can tell you there’s no one who’s willing to roll up their sleeves quicker to do work faster or to inspire others to get their hands dirty.”

“Her ability to implement logic and articulation to every project that she is involved with has amplified many efforts on behalf of the collision repair industry,” added Dorn. “She has the ability to see beyond the objective and quietly reminds us of the long-term goals. Her sole desire is to see improvement and to be a part of the positive change in the industry, and she willingly offers assistance to every group that is motivated by the same outcome.”

“I just never, ever would have thought of anything like [this],” an emotional Chandler told the crowd upon receiving the award. “You do what you do because you want to do it and it’s the right thing to do.”

While the evening gave everyone in the room a chance to proudly consider WMABA’s past, Jordan Hendler noted that the association’s best and most memorable days are still to come.

“The year ahead is just as exciting as the year we’ve had. Onward and upward to all of our repairer friends.” H&D

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INDUSTRY

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ADVICE

Do you have a question for Mike? Contact Hammer & Dolly Editorial Director Joel Gausten at joel@grecopublishing.com or (973) 600-9288, and we’ll ask him in a future issue.

ASK MIKE Why Are OEM-Approved Scan Tools the Best Option?

Hammer & Dolly: You’ve taken a public stand in support of OEM-approved scan tools. Why do you believe these tools provide the best opportunity for technicians to perform a safe and proper repair?

At the August 2018 Collision Industry Conference (CIC) in Atlanta, industry consultant and former shop owner Mike Anderson (Collision Advice) publicly disagreed with a presenter’s endorsement of aftermarket scan tools, citing potential telematics issues when they are used on vehicles equipped with systems such as OnStar and Toyota Safety Connect, which OEM tools detect for disabling during a repair. This month, we “ASK MIKE” to elaborate on his position. We at Hammer & Dolly hope you find this following exchange useful, and we encourage you to reach out to us if you have a question for Mike on this or any industry-related matter that he can answer in a subsequent issue.

Mike Anderson: Some people don’t like my insights into this, but I feel strongly about it.

When someone says to use an aftermarket scan tool, are they also saying that if Ford says I have to use a certain rivet gun that it’s okay to use another one? What about when Audi says to use a certain welder? You have to remember that Ford and Audi tested that equipment. Their engineers have done validations on that equipment for accuracy. I have a hard time when people say it’s okay to use an aftermarket scan tool but that they have to use a certain welder or rivet gun. I work directly with several car manufacturers, and I have personally scanned vehicles with aftermarket tools versus OEM. There is a difference.

I was in a shop recently that had a car come in with 17 miles on it. The customer bought it brand new and wrecked it pulling out of the dealership. You’re not going to find an aftermarket scan tool that is going to be able to scan a vehicle that new. Generally, when OEM scan tools roll out, they’re usually six months ahead of any new releases.

Aftermarket scan tools generally lag behind.

Sometimes, when aftermarket scan tools don’t have access to the data, they provide phantom or ghost codes, so your tech is chasing down something that is not even legitimate. But we know that the OEM scan tool has been engineered and designed by that vehicle manufacturer. Aftermarket scan tools are not tested. I wouldn’t want that liability.

After I spoke at CIC, some people said that my comment about disabling OnStar and Safety Connect was far-fetched, but it’s not.

My own sister’s car, which was a Lexus, went to a body shop. They didn’t disable Safety Connect, and my sister got inundated with emails. At the end of the day, how do you disable that? You disable that by using a factory scan tool. If you don’t disable it and it generates an email to Lexus and then the customer receives emails, then you have to replace a back-up battery. General Motors did a manual process, which means I can manually disable OnStar. But I’m waiting for someone to show me how to utilize an aftermarket scan tool to manually disconnect Safety Connect on a Toyota or Lexus. I just think this situation is a Pandora’s Box. H&D: Scanning really gained a lot of attention when the position statements started coming out a few years ago, but proper OEM scanning was a part of repair procedures long before that.

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ASK MIKE

As the scanning trend has grown thanks to these position statements, so has the insurance industry’s reluctance to pay for it. Based on the “Who Pays for What?” surveys you conduct with CRASH Network, how would you gauge where the insurance industry is right now as compared to three years ago in terms of understanding the need for this?

MA: I think we’re at a tipping point. We’re right there at the top of the mountain, and we can either backslide all the way down or push over the other side. One of the problems is that people are trying to lump everything into a labor time for scanning. I think you have to separate the diagnostic and research time from the actual scan time. To me, the researching and recording of the diagnostic trouble codes and the time to troubleshoot them should be totally separate from the actual scan time. The industry needs to get more educated to understand there’s a difference between the diagnosis of the problem versus the recording of the diagnostic trouble codes.

H&D: As a former shop owner, how would you respond to an owner who says they are not performing scans because insurers won’t pay for them?

MA: When I had my shops, if the insurance company would not pay me to do what I thought was required for a safe and proper repair, I charged the consumer the difference. At the end of the day, an insurance company refusing to pay me to do a safe and proper repair did not remove me from the liability. I think shops also need to move away from relying on position statements. They also need to put the scanning or initialization procedures as specific line items on the estimate, and they need to create a bulletproof file.

Through my consulting, I still work at shops at least once a week every other month. In this capacity, I’m still

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negotiating with insurers and putting my estimator hat on. I was recently writing an estimate on an Infiniti, and all I had was a grille. I could imagine an insurer telling me, ‘I’m not going to pay for you to scan this car. It’s just a grille.’ Well, I went into Nissan/Infiniti’s technical information and looked up the R&I grille procedure. I saw that there was a part attached to the grille that had a ‘onetime-use’ symbol – which is black circle with a white x. It turned out that it was an Intelligent Cruise Control cover. I selected that part and looked up the R&I procedure for that, and it told me that it required a calibration. When I clicked on that calibration, I saw that the vehicle needed a full tank of gas and a fourwheel alignment. I ended up with a huge supplement, and the insurance company looked at me like I had two heads. I had to take the time to show them what was needed to be done step by step. I got reimbursed, but I couldn’t just give them a position statement from Nissan/Infiniti and say, ‘I need to scan this car.’ H&D Mike Anderson is an Accredited Automotive Manager (AAM) and the former owner of Wagonwork Collision Centers, two highly acclaimed shops located in Alexandria, VA. He has served as a member of many industry organizations throughout his career, including the WMABA Board of Directors, the Mitchell Advisory Board, the MOTOR Advisory Board, the ASE Test Review Committee, the National Auto Body Council, the Collision Industry Conference and the Society of Collision Repair Specialists. Additionally, he is a past Virginia SkillsUSA chairman, serves as a facilitator for Axalta Coating Systems’ highly recognized Business Council 20 Groups in both the US and Canada and facilitates numerous courses for Axalta Coating Systems’ Educational Series. He currently offers expert industry consulting via his latest venture, Collision Advice (collisionadvice.com).

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An association fostering the exchange of ideas and providing a voice and support for the collision repair professional.

Position Your Business as a Leader!

OFFICERS

PRESIDENT: Torchy Chandler torchy.chandler@gmail.com 410-309-2242

VICE PRESIDENT: Bill Hawkins whawkins@mybmwannapolis.com 410-349-2578

SECRETARY: Phil Rice

TREASURER: Barbara Chase barbara@siskautobody.com 301-855-5525

phil@ricewoods.com 540-846-6617

BOARD OF DIRECTORS

PAST PRESIDENT: Mark Schaech Jr. markschaech@gmail.com 410-358-5155

Rodney Bolton rbolton@aacps.org 443-386-0066

Kevin Burt Barry Dorn bdorn@dornsbodyandpaint.com kevinburt@walkermillcollision.com 301-336-1140 804-746-3928

Just like equipment and training, WMABA membership is not only a commitment to excellence, but also a valuable investment.

WMABA is recognized both regionally and nationally as the key forum for the exchange of ideas concerning the D.C., MD, VA and WV collision repair industry. It is the venue to discuss, learn about and impact evolving standards and policies in the technical, administrative and legislative fronts of our industry.

Shops and industry supporters can best develop themselves and their employees by actively engaging in the association and its activities.

Automotive collision repair facilities in Maryland, Virginia, West Virginia and Washington, D.C. who are willing to adopt WMABA’s Standards of Membership and offer a guarantee to their consumers are encouraged to engage their business as an active member of the association. For over 40 years, the WMABA membership of professional collision repair businesses and affiliates have committed to operating at a higher standard on behalf of their industry and their consumers. Over the years, WMABA has proudly represented the collision repair industry at hearings on Capitol Hill, in Annapolis, MD, and Richmond, VA as well as almost every national collision repair event. While WMABA has a rich history of dedicated men and women serving the local collision repair community, WMABA also boasts numerous past and current accomplished Board members who represent our membership at the national level.

WMABA offers current and dynamic discussion forums on topics facing collision repairers, technical information and educational seminars, opportunities to network and discuss pressing topics with leaders of the collision repair industry, an arbitration program that works with consumers to help resolve issues they might have, apprenticeship programs, legislative representation and the ability to receive and contribute to one of the nation’s leading collision repair magazines, Hammer & Dolly.

EXECUTIVE DIRECTOR: Jordan Hendler jordanhendler@wmaba.com 804-789-9649 Ben Gibson bgibson@richmondmarinecenter.com 804-355-8151

Ashley Kruger akruger@baughautobody.com 804-285-8045

Don Beaver don.beaver3551@gmail.com 443-235-6668

Contact Executive Director Jordan Hendler to find out how WMABA can amplify YOUR voice in the collision repair industry.

Danny Szarka danny@dynamiccollisionservices.com 410-500-9200

Steven Krieps srkrieps@live.com 304-755-1146

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Your one-stop shop for all genuine Ford parts!

DON’T BE FOOLED BY COUNTERFEIT PARTS,

Call JERRY’S FORD WHOLESALE PARTS DIVISION for all your genuine Ford parts needs!

8 delivery vehicles ready to service your parts needs!

Parts Hotline: (703) 256-0638 24 Hour Parts Fax: (703) 354-4834 or email orders to parts@jerrysford.com

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JERRY’S FORD SALES INC.

January 2019

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Superior service starts with superior parts.

Rely on what Mazda drivers already know-Genuine Mazda parts extend a car's life.

Designed specifically for Mazda vehicles Get the right part the first time We're an accurate, trusted resource as close as your phone Give us the opportunity to serve you

Contact these Mazda dealers for all your parts needs: Brown’s Fairfax Mazda 10570 Lee Hwy. Fairfax, VA 22030 Toll Free: 800-234-8642 Phone: 703-385-3994 Fax: 703-591-5348

Nu Car Mazda 172 North Dupont Hwy. New Castle, DE 19720 Toll Free: 800-346-5283 Fax: 302-322-7135

Ourisman Mazda of Rockville 801 Rockville Pike Rockville, MD 20852 Parts Direct: 301-340-7668 Phone: 855-417-4511 Fax: 240-499-2488 e-mail: rockvilleparts@ourismanautomotive.com www.ourismanmazdaofrockville.com

Fitzgerald Mazda 114 Baughmans Lane Frederick, MD 21702 Toll Free: 800-545-4745 Fax 877-696-1841 E-mail parts@fitzmall.com www.fitzparts.com

Fitzgerald Mazda of Annapolis 1930 West Street Annapolis, MD 21401 Toll Free: 866-280-8022 Phone: 410-224-4636 Fax: 410-224-4264 www.fitzmall.com

January 2019

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NATIONAL NEWS continued from page 16

“Working together with AASP/NJ to have Collision P.R.E.P. alongside the NORTHEAST Automotive Services Show is a huge win for everyone - especially the attendees. They get quality education, can see new equipment from vendors and meet up with colleagues as well. It’s a weekend worth taking the ride for; we promise that!”

“We are really looking forward to seeing everyone there,” adds AASP/NJ President Jerry McNee. “This is a must-need-tosee event. Support the local vendors and see their new products.

Go to the training classes. I don’t think there is anything else out there as specifically designed for the auto body industry as NORTHEAST.” H&D OFESSION PR EPAIRER AL R

ED

U C AT I O N PROGRA M

15 - 17 20 MARCH 2019 201

Be sure to check out the registration information and the entire Collision P.R.E.P. slate at www.wmaba.com in detail. This is sure to give you the training you need to fight the good fight and succeed for 2019 and beyond!

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January 2019

Get it right from the source.

Ford and Lincoln Mercury dealers are the one-stop source for all of your collision repair needs.

When you need fascias, grilles, headlamps, wheels or any other Ford Motor Company Genuine Part, call your local wholesaling dealership. They’re a great souce for technical and repair information as well. Using Genuine Parts can help your body shop reduce cycle time, improve relationships with insurance companies and satisfy customers. So get everything you need in just one call to your one-stop collision repair resource – your local Ford or Lincoln Mercury Dealership.

Contact us for all your parts needs: WALDORF FORD 2440 CRAIN HWY WALDORF, MD 20601 Phone: 301-843-3028 Fax: 301-843-0334 e-mail: parts@waldorfford.com waldorfford.com

JERRY'S FORD ALEXANDRIA 6510 LITTLE RIVER TURNPIKE ALEXANDRIA, VA 22312 Phone: 703-256-0638 Fax: 703-354-4834 e-mail: parts@jerrysford.com jerrysford.com

© 2018, Ford Motor Company

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