Hammer & Dolly February 2018

WMABA Provides Industry “P.R.E.P.” at NORTHEAST www.wmaba.com

page 30

February 2018 Volume 12, No. 2 $5.95

Major Changes for Secure Share page 22

WMABA Annual Meeting Recap page 34

Remembering Reggie Rice page 16

www.grecopublishing.com

February 2018

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CONTENTS February 2018

30 COVER STORY WMABA AND AASP/NJ PREPARE FOR NORTHEAST

Getting ready for the country’s largest regional show.

BY KRISTEN DALLI

LOCAL NEWS BY JOEL GAUSTEN 16

REMEMBERING REGGIE RICE A tribute to a VA legend.

NATIONAL NEWS 18

FROM OLD WEST TO PROFIRST: GARY LEDOUX LOOKS BACK

DEPARTMENTS 8

An industry veteran says goodbye.

BY JOEL GAUSTEN

22

CCC DROPS FEES FOR SECURE SHARE, CONTINUES EMS OPTION

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The industry speaks, CCC listens.

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GRECO PUBLISHING INQUIRY PROMPTS HONDA POSITION STATEMENT REVISION Our readers make a difference.

BY JOEL GAUSTEN

WMABA FEATURE 34

STAYING CONNECTED WITH WMABA: 2018 ANNUAL MEETING HIGHLIGHTS The association kicks off its 50th year.

BY KRISTEN DALLI

GUEST FEATURE 38

JOHN EAGLE, SEMA AND YOU: PERSPECTIVES ON RECENT EVENTS Thoughts on an increasingly complex industry.

BY KEITH MANICH

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Editor’s Message JOEL GAUSTEN

Executive Director’s Message JORDAN HENDLER WMABA Sponsorship Page What’s WMABA Up To?

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WMABA Membership Application

42

President’s Message TORCHY CHANDLER

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WMABA Board of Directors

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Advertisers’ Index

Stock Images © www.istockphoto.com

February 2018

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February 2018

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Joel Gausten

EDITOR’S

(973) 600-9288 joel@grecopublishing.com

MESSAGE THE POWER IS YOURS

Typically, the week leading up to Christmas is a very quiet time at the Hammer & Dolly offices. A number of members of the industry spend this time gearing up for their holiday breaks, and the press releases and phone calls we normally receive grind to a halt.

This past December was a lot different.

On December 19, CCC issued a press statement announcing that it had decided to do away with the fees associated with its Secure Share platform. The company’s previous fee structure (and its reasoning for imposing it) was one of the main focuses of our January cover story. In just two issues of Hammer & Dolly, Secure Share went from a major controversy to an example of what can be achieved when industry professionals use their voices to encourage a major stakeholder to change its ways. If anyone reading this magazine doubts that industry members have a genuine say in what goes on out in the field, CCC’s recent actions prove that things can change for the better when you make your feelings known. You can read more about the CCC announcement in this month’s issue.

The end of 2017 delivered another significant gift to the industry with Honda’s recently announced revisions to its position statement regarding scanning. This is a topic very close to home for us, as the entire issue began with calls to our offices. A few months ago, we began hearing from readers who were combating pushback from insurers over the

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. mark@marksbodyshop.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@harrisonbodyworks.com) 804-355-8151 Steven Krieps (srkrieps@live.com) 304-755-1146 Ashley Kruger (akruger@baughautobody.com) 804-285-8045 Danny Szarka (dszarka@mileone.com) 410-525-1000

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

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interpretation of the previous version of the statement. After we reached out to Honda representatives on this matter, they subsequently reworked the statement in order to greatly eliminate the potential for disagreements between repair facilities and carriers regarding which Honda vehicles should be scanned. Thanks to those initial calls we received, the entire industry now moves forward with greater clarity when it comes to an OEM-recommended procedure.

As you continue to make the most out of 2018, never forget that you have the power to change your industry. There are still 11 months left in the year. Make them count by always speaking your mind. H&D

February 2018

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

Kristen Dalli kristen@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 © 2018 Thomas Greco Publishing, Inc.

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February 2018

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February 2018

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EXECUTIVE DIRECTOR’S

MESSAGE JUST LIKE OUR VEGETABLES, WE ALL NEED OUR EDUCATION For the first time ever, WMABA will be hosting Collision P.R.E.P. – a brand new educational series at the NORTHEAST® Automotive Services Show, serving the entire Eastern United States or anyone wanting to get to New Jersey for the only other offering like this besides SEMA. Held March 16-18 at the Meadowlands Exposition Center (Secaucus, NJ), the three-

Jordan Hendler

(804) 789-9649 jordanhendler@wmaba.com

OFESSION PR EPAIRER AL R

ED

day event will no less than knock your socks off. The WMABA area hasn’t had this kind of opportunity to attend a trade show of national caliber with national education until today!

Leading the way on Friday evening, Todd Tracy with Tracy Law Firm will give you an overview of not only his insights on the John Eagle case, but also information on his vehicle crash testing and industry tours since.

U C AT I O N PROGRA M You will learn from this boisterous attorney all the reasons why your documentation for each repair is more vital than ever to your continued success. This presentation alone is worth your ride!

On top of access to all the latest in tools and equipment (in an even larger show floor than before), you’ll be able to take part in OEM repair panels, seminars on everything from diagnostics to severity and other free education from vendors. The full line-up can be found on wmaba.com, and you can register for the show at aaspnjnortheast.com.

Our region is beyond lucky to have the chance to expand their knowledge in such a way. If you’ve found it difficult to get yourself out to SEMA in the fall, then this spring show is all you’ve been waiting for – and MORE! If you want to find out more about the show (or discuss how this kind of event can help your everyday business), please feel free to call or email me at any time! I can be reached at jordanhendler@wmaba.com or (804) 789-9649.

Check the WMABA website and newsletters for regular updates and reports from the Executive Director’s perspective.

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February 2018

WMABA THANKS

YOU WMABA thanks their generous supporters of the

LEVEL 1

Corporate Sponsor Program for 2018!

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

www.wmaba.com

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February 2018

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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.

JOIN TODAY!

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February 2018

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

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Honoring a special member.

LOCAL

BY JOEL GAUSTEN

NEWS REMEMBERING REGGIE RICE

On November 29, the Washington Metropolitan Auto Body Association bid farewell to one of its longest-running supporters with the passing of Reggie Rice at 79. The industry veteran is the father of WMABA Secretary Phil Rice.

A native of North Carolina, Reggie started R&R Auto Body in Woodbridge, VA with a partner in February 1972. Before long, he took over the complete ownership of the business and grew it into one of the most prominent repair facilities in the state. In 1982, he joined WMABA and was a member until his retirement in 2007.

For the last 20 years of his professional life, Reggie ran R&R Auto Body alongside Phil, who first began working at the shop part time when he was still in high school.

“I was never allowed to address him as ‘Dad’ in the work environment; I addressed him as ‘Mr. Rice.’ That’s because he never wanted it to be seen that there was favoritism – not that there ever was. The requirements for me were very stringent.”

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February 2018

One of these requirements was to make the most out of WMABA membership.

“My dad knew how to make a living and take care of his family, but he always said, ‘This world is changing. If you don’t stay up with the times, you’re going to get left behind.’ He was always very protraining. When WMABA had dinners and speakers come in, he always encouraged me to socialize and speak with the other owners.

He really encouraged that as an opportunity for me to broaden my view of the collision industry. I owe my professional career to my father.”

Phil, who sold R&R Auto Body in 2015 and currently serves as a regional performance manager for Caliber Collision, remembers his father’s commitment to repairing vehicles in an accurate and professional manner.

“He was an absolute stickler for a car being fixed the right way.

From day one, he always said, ‘Do the right thing because it’s the right thing to do.’”

Away from the shop, Reggie pursued a passion for HarleyDavidsons in addition to maintaining his faith.

“While Dad gave it everything he had 50 to 60 hours a week working at the family business, his every other waking moment revolved around the church.”

As Phil continues his career, he will never forget the lessons he learned from a great and unforgettable man.

“Probably the biggest thing that my father instilled in me from a very young age is to be a man of integrity and a man of your word.

I’ve done my best to honor and mirror that, and I think that has served me well.”

In addition to Phil, Reggie is survived by five grandchildren and three great-grandchildren. WMABA and Hammer & Dolly offer the Rice family our deepest condolences.

Memorials may be made in memory of Reggie to Mt. Ararat Baptist Church, 1112 Garrisonville Rd., Stafford, VA 22554. H&D

Executive Director’s Thoughts

Mr. Rice was a huge participant in WMABA, and the likes of him are few and far between. He will be hugely missed by me, our leadership and the industry as a whole. My hope is that others can see the example he’s set, such as through his son Phil, to motivate them to try and make the same commitment. - Jordan Hendler

February 2018

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NATIONAL

NEWS FROM OLD WEST TO PROFIRST:

Gary Ledoux Looks Back Many in the collision community know Gary Ledoux for his trademark mustache and position as assistant national manager at American Honda Motor Co., Inc. However, it might come as a surprise that the recent retiree enjoyed a rich history in the automotive world that spanned nearly 50 years.

Ledoux began his career in 1969 working for a parts jobber based in New Hampshire, a position he enjoyed for eight years. The decades that followed saw him do everything from selling cars at a Ford dealership to being a service advisor at another Ford dealer to managing parts departments at Toyota, Subaru and Acura locations before joining Honda in 1988.

“I kind of fell into it by accident,” he says of his introduction to the industry. “There was no design on what I was doing. I was a guy who liked cars, and I needed a job.

Industry veteran Gary Ledoux was a constant presence at auto-related events throughout the country for decades.

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February 2018

What better one is there to get than working with a parts jobber? From there, I just followed one thing to another.”

Reflecting on how things have changed over the years, Ledoux considers technology to be the greatest challenge to ever hit the trade.

“That sounds rather odd coming from me, because I’m about as far from a technical person as you can get.

But I just marvel at the way cars were built back in the ’60s and the way they’re built today – not only in the materials and substrates, but also with the driver assistance and collision avoidance systems they have today. We’re standing on the verge of autonomous vehicles; to me, that’s amazing.

“I see another shakeup in the industry much like what happened in 1979, 1980 when unibody cars came out,” he adds. “There were a lot of shops that believed the unibody was going to be a fad and was going to go away. That never happened; unfortunately, those shops ran out of body-on-frame cars to fix. I think the same thing is going to happen now; the shops that aren’t keeping up with the technology will eventually run out of cars to work on.”

Naturally, drastic changes in technology have led various OEMs to elevate their outreach to repairers.

Ledoux’s contributions to this trend during his final years at Honda included his role as administrator of the automaker’s ProFirst Certified Shop program.

“The OEs’ relationship with body shops is a relatively recent phenomenon, but I think it’s a good thing and inevitable. As things become more sophisticated, the shops just can’t keep up with it if they’re left to their own devices. That’s where the certification programs come in.”

Celebrating a great career.

BY JOEL GAUSTEN

Not surprisingly, he predicts that certification will have a major impact on auto repair in the years to come.

“I see the OE certification programs becoming stronger and more prevalent. I don’t know if they are going to be replacing DRPs; I don’t see that happening because they’re two different programs for two different

purposes. However, I do see the certifications growing as time goes by.”

Like many OE representatives, Ledoux spent much of his later career on the road. A veteran of every major industry event there is, he remains especially fond of the NORTHEAST® Automotive Services Show in New Jersey, which will feature the new Collision P.R.E.P. (Professional Repairer Education Program) educational series for the 2018 installment this March.

“The NORTHEAST show, especially in the last few years, has been the best show for a number of reasons.

It attracts the right people – and a lot of them. The Friday/Saturday/Sunday timing is terrific. Everything about NORTHEAST is positive.”

With a memorable run with Honda and other facets of the professional automotive world behind him, Ledoux is now devoting his time to continuing his other passion – journalism. Currently, he is working on an extensive book detailing the history of the collision industry.

“It starts back even before there were cars. A number of companies existed way back before 1900 that service the industry today – DuPont, BASF, PPG, Sherwin-Williams. I go back there and end at December 2015.”

While this will be his first car-related title, Ledoux already has considerable experience as a published author. He has written and published four books on Old West History, which has been an interest of his since he first moved to California in the early ’90s. His body of work includes the definitive biography of former Tombstone, Arizona mayor and noted Old West figure John P. Clum.

“I went to see the movies Tombstone and Wyatt Earp, and that just piqued my interest. I started reading

books about it; before I knew it, I started writing about it.”

Gary Ledoux’s lengthy and successful career in the industry stands as proof that a happy life in any field is possible with a true passion for the craft and a respect for others who pursue it.

“I’ve done this for 47, 48 years, but I think I finally hit my stride in the last eight or nine. It was great going to the various events representing Honda and being involved in the Collision Industry Conference [CIC] and some of the different panels there. It was also great being part of NASTF [National Automotive Service Task Force] for a while and the OE Roundtable for several years. What I enjoyed most was the interaction with other people in the industry.” H&D

Executive Director’s Thoughts

Gary has been a fixture in the industry, well, forever – and as far as I can remember. He’s known for speaking up when necessary and being a good listener and learner. His involvement at the national level has been more than just a job; he’s positively affected the repair industry for all the generations to come! - Jordan Hendler

February 2018

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NATIONAL

NEWS

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February 2018

A new era for CCC.

BY JOEL GAUSTEN

CCC DROPS FEES FOR SECURE SHARE,

CONTINUES EMS OPTION

“We are so happy to see CCC change its intent and do what is right and fair by the repairers and its partners. It has avoided what could have been a financial burden of proportions never seen before.

We commend CCC for its change of course.”

- Jordan Hendler, WMABA Executive Director

As extensively covered in last month’s issue, CCC spent much of 2017 facing considerable industry pushback due to the structure and fees of its Secure Share program. As 2017 came to a close, the company issued a press release announcing substantial changes to the system “after listening to customers and industry stakeholders” regarding a host of concerns over the full rollout of the product this April. According to the announcement, CCC has eliminated fees for Secure Share, “creating an environment where participants can share data securely with their chosen partners at no cost.” Additionally, the company has updated its Secure Share terms of agreement “based on direct feedback from app providers while maintaining a safe, reliable platform.”

“There is no doubt in my mind that the industry voice was heard by CCC,” shares Jordan Hendler, WMABA executive director. “Through the opposition given during the Collision Industry Conference [CIC] meetings and from the Society of Collision Repair Specialists [SCRS] and many other entities, this was a collective rebuttal to the actions CCC was taking. We are so happy to see CCC change its intent and do what is right and fair by the repairers and its partners. It has avoided what could have been a financial burden of proportions never seen before. We commend CCC for its change of course.”

“CCC is committed to facilitating efficient, collaborative and secure communication between our customers and the business partners they rely on to operate successfully,” said Mark Fincher, vice president

of market solutions at CCC, in the announcement.

“We’ve had ongoing discussions with customers and industry stakeholders on the best ways to do that, and [this] announcement is in response to that feedback.

Repairers and application providers will now have more choice and flexibility in how they work with one another.”

Speaking with Hammer & Dolly, Fincher explained that CCC will also continue to provide an EMS option to its customers.

“Data security has always been vitally important to us, but so are the day-to-day operations of our customers. As we’ve worked over time to enhance the Secure Share program, we just felt that we had to balance both of these priorities. We believe still today that Secure Share is the most secure solution available in the industry; however, we’ve determined that we need to provide our customers in the industry with choice to be to able to prevent any disruption to workflow, so we’re going to maintain EMS. We believe that providing that as an alternative is going to allow customers and their business partners the ability to choose the workflow and the level of data protection they desire.”

Aside from a nearly 180-degree change in positioning from CCC on how Secure Share will be offered to the market, another notable takeaway is that the industry can effect change when it speaks up. CCC credited revisions to the proposed structure and business model to the communication directly presented by those in the field who would ultimately February 2018

23

NATIONAL NEWS utilize it. The discussion of Secure Share has taken a front seat in industry discussions since CCC first announced the development of the system in 2015, and those talks have seemingly been a major influence in its new conditions.

“CCC’s decision to alter its position on its Secure Share offering is a win for the industry, and they are due the recognition for

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February 2018

ultimately listening to the concerns presented by those in the industry,” comments SCRS Executive Director Aaron Schulenburg. “The end result of the year-plus worth of discussions is probably one of the greatest demonstrations of the importance of industry dialog and representation and the impact that both can have. Many who would have been affected will likely never fully grasp the full

impact the proposed transition was going to have on their business, but the resolution by CCC to step back, listen and change its course was a great way to close out the year.”

Based on concerns expressed by app providers, CCC’s announcement also indicated changes to the Secure Share user agreement, including revisions to its termination language. The updated language specifies the causes for termination – especially with respect to sending data to a downstream application provider or anyone else outside permitted use.

“That’s a big one and the one I would say we’re most concerned about and want to protect on behalf of our repair facility customers,” notes Fincher, who adds that the revised agreement provides a “cure period” to allow an app provider to address issues to avoid being removed from the platform.

Although CCC has eliminated fees for Secure Share, Fincher insists that the company’s investment costs in creating the platform will not fall on users in any other way.

“We’ve said all along that this was never about the revenue for us. There was some wild speculation as to what the revenue opportunity was for this, and [that speculation] was absolutely incorrect and false. This has never been a significant revenue opportunity for us; we did feel though that app providers were benefitting from this solution, and we felt that we had the right – as a software company – to be able to recoup our investment…With that said, we believe that Secure Share is the right thing for the industry. We’re willing to make sure that we support our customers, [and] we’re willing to absorb that cost. We will never charge for Secure Share; we’re saying that publicly.

We’re also saying that this is not going to get inadvertently passed through our existing subscription fees to our customers.”

One of the earliest critics of CCC’s original plans for Secure Share, asTech Chief

Technology Officer Frank Terlep is quick to praise the company for heading in a new direction. “[The announcement] was a great day for the industry…To have them do a reversal is a big decision on their part in a lot of ways.”

Having already had experience with Secure Share with asTech, Terlep says that the amount of time it takes to maintain and support the BMS system is “virtually zero” compared to EMS. “Most everything now is being done on a cloud. By connecting in the cloud to other applications instead of having to go to the local network or the local PC of the shop makes it much easier for all parties.”

Most significantly, he sees CCC’s revisions to Secure Share as a way to avoid a host of potential issues that could have impacted industry stakeholders.

“If CCC would have continued down the [original] path, I really do think that some of the vendors that the shops were doing business and connecting with would have [been] disconnected.”

While Terlep is encouraged by CCC’s latest developments, he cautions that the concepts and concerns surrounding the exchange of data in today’s industry are still paramount.

“Any small business should be worried about the security of their data, period. [That] means they should be concerned about whoever they do business with.” H&D

Executive Director’s Thoughts

With a more than majority market share, CCC holds a lot of this industry’s interests in the proverbial palm of the hand. If they were to have gone through with the endeavor to charge the fee, there’s only speculation as to what kind of catastrophe it could have been. One thing is to be said, though: Our beloved repairers are usually the bottom of the downhill roll (if you catch my drift).

- Jordan Hendler

February 2018

25

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Sheehy Nissan of Manassas 9010 Liberia Ave Manassas, VA 20110 Toll Free: 800-969-4778 Local Direct: 703-361-0377 Fax: 703-361-5165 martinfisher@sheehy.com

February 2018

Sheehy Nissan of White Marsh 8115 Belair Rd. Nottingham, MD 21236 Parts: 443-270-9001 Parts Fax: 443-270-8993 wmparts@sheehy.com sheehynissanofwhitemarshparts.com

Alexandria Volkswagen 107 West Glebe Rd. Alexandria, VA 22305 703-684-7007 Fax: 703-684-4138 e-mail: parts@alexandriavw.com

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

Ourisman Volkswagen of Bethesda 5415 Butler Road Bethesda,MD 20816 301-652-2452 Fax: 301-652-2589

Checkered Flag Volkswagen 3025 Virginia Beach Blvd Virginia Beach, VA 23452 Parts Direct: 757-687-3465 757-490-1111 Fax: 757-687-3514

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

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

King Volkswagen 979 North Frederick Ave. Gaithersburg, MD 20879 Parts Direct: 240-403-2300 Fax:240-403-2398

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

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

e-mail: vwwholesale@ourisman.co

February 2018

27

NATIONAL

NEWS

Honda clears up confusion.

BY JOEL GAUSTEN

GRECO PUBLISHING INQUIRY PROMPTS HONDA POSITION STATEMENT

At Greco Publishing, we value the input we receive from body shop readers across the country. Recently, we received feedback from shops that led to a critical change in how American Honda Motor Co. is working to promote pre- and post-repair scanning in the industry.

In July 2016, Honda issued a position statement entitled “PostCollision Diagnostic Scan and Calibration Requirements for Honda and Acura Vehicles.” The document stated that all vehicles involved in a collision (which is defined in the statement as “damage that exceeds minor outer panel cosmetic distortion”) must have the following minimum diagnostic scans, inspections and/or calibrations done to avoid improper repair: A preliminary diagnostic scan during the repair estimation phase to determine what Diagnostic Trouble Codes (DTCs) may be present so proper repairs may be included.

A post-repair diagnostic scan to confirm that no DTCs remain. (Any repair that requires disconnection of electrical components in order to perform the repair will require a post-repair diagnostic scan to confirm if the component is reconnected properly and functioning. Damage that requires body parts replacement will always require a postrepair diagnostic scan.)

Some safety and driver assistive systems will require inspections, calibration and/or aiming after collision or other body repairs.

By including the words “all” and “must” in boldface type, Honda worked to ensure that no ambiguity existed in its intentions with the statement. However, calls to our office revealed that shops were facing resistance from insurance representatives who argued that the appearance of “Issued: July 2016” on the document meant that the position statement only applied to Honda vehicles that were 2016 and newer.

Our calls to Honda in response to these comments led the manufacturer to initiate an investigation that revealed that shops in other areas were also encountering the same problem. As a result of these findings, Honda has officially revised its scanning position

28

February 2018

statement to include additional language that indicates that “all vehicles” refers to any model year Honda or Acura vehicle that is capable of being scanned. This includes all 1996-to-current model year vehicles, certain 1994-to-1995 model year vehicles that contain a 16-pin OBD2 connector and certain 1992–1995 model year vehicles that contain a three-pin diagnostic connector.

Speaking with us at the time of our initial inquiry, Honda Assistant Manager of Collision Marketing Scott Kaboos opined that technological advancements in the automotive industry no longer allow for time to be wasted with debates between shops and insurers over the date on a position statement.

“I think there’s a lot of misinformation in our industry as a whole.

We’ve taken things that we learned 20 years ago from different sources – I-CAR, ASE, trade publications, whatever it may be – and assumed that it applies to every model year after that. With so many changes coming in our body structure, ADAS [advanced driver assistance systems], telecommunications and everything on our vehicles, what you knew about a car even five years ago probably doesn’t apply to fixing today’s car. I know that’s a hard thing for people to understand, but looking up the repair procedures for the year, make and model that you’re working on today is so important.”

The revised Honda position statement is available at techinfo.honda.com. H&D

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RADLEY CHEVROLET 3670 Jefferson Davis Highway Fredericksburg, VA 22408 Phone: 800-355-8202 Direct: 540-898-0055 Fax: 540-891-2074 www.radleychevrolet.com

February 2018

29

COVER

STORY AND

Prepare for OFESSIONAL R P EPAIRER R

ED

U C AT I O N PROGRA M

Presented by the Alliance of Automotive Service Providers of New Jersey (AASP/NJ), the NORTHEAST® Automotive Services Show is not only the fastest-growing regional event of its kind, but it’s also one of the most highly anticipated weekends in the automotive repair industry. With just a few weeks left until thousands of people from around the globe pack the Meadowlands Exposition Center in Secaucus, New Jersey (March 16-18), you’ll want to be fully prepared for everything this long-running gathering has to offer. AASP/NJ has announced several new features for 2018 that attendees won’t want to miss.

30

February 2018

WMABA Provides Industry “P.R.E.P.” Back in November, WMABA and AASP/NJ announced a new partnership to produce a brand-new educational series at NORTHEAST 2018. NORTHEAST has seen a surge in seminar attendance and participation in recent years, and the union between AASP/NJ and WMABA will build on that success and further enhance the educational experiences available over the weekend. Brand new for NORTHEAST 2018 is a WMABA-presented educational series called “Collision P.R.E.P. [Professional Repairer Education Program].”

A must for WMABA members.

“We’ll be able to reach a wide range of automotive professionals with our course offerings through our partnership with AASP/NJ,” offers WMABA Executive Director Jordan Hendler. “Our association has shown our commitment to education over the last 50 years, and expanding our reach can only help to better the industry at-large. The Collision P.R.E.P. curriculum will highlight the most pertinent aspects of the collision repair industry. We want to keep automotive professionals as knowledgeable as possible and leave them feeling more prepared in their businesses going forward. The information presented in these classes will stick with them long after NORTHEAST is over.”

“WMABA’s high standard of industry training has been well documented over the years, and that can only help draw more attention to the show,” shares AASP/NJ President Jerry McNee. “We’re hoping this new addition will bring something new to NORTHEAST that we’ve never had before.”

NORTHEAST Expands for 2018 With NORTHEAST growing in scope and size each year, the 2018 installment of the show is about to get bigger than ever. This year, AASP/NJ is excited to feature the NORTHEAST Pavilion – a second level that is set to provide attendees with even more of their favorite NORTHEAST amenities.

The Pavilion will house WMABA’s Collision P.R.E.P. courses as well as over 100 additional exhibitor booths, special events and training, a gourmet food court and much, much more.

“Expanding NORTHEAST to another level opens so many doors for the future of the show,” comments McNee. “The Pavilion gives us more

BY KRISTEN DALLI

room for exhibitors, it gives us more room for seminars and it allows us the opportunity to provide the most quality show for our attendees.”

“I’ve been involved with NORTHEAST for over 30 of its 40 years,” says AASP/NJ Secretary and NORTHEAST Show Manager Thomas Greco, “and this year will be the most challenging and exciting NORTHEAST by far.

“NORTHEAST is far from a typical local show – it’s the second largest show of its kind in the country. Now with the partnership with WMABA and the Pavilion, we’re ready to reach even higher. It’s a thrilling time for the automotive repair industry in this part of the country.”

Securing Your Place With NORTHEAST right around the corner, you don’t want to miss a minute of the action. Though this article provides just a brief snapshot of what’s to come next month at the Meadowlands Exposition Center, there’s even more in store for NORTHEAST 2018.

The show has made agreements with several area hotels, including Hyatt Place Secaucus, Embassy Suites, Courtyard by Marriott and Meadowlands River Inn. All four of these hotels have a discounted show rate and put you within walking distance so you won’t have to miss a minute of the action.

“With all of the new features for 2018, NORTHEAST will be an event you can’t miss and well worth the trip,” Hendler shares. “There are opportunities for professional growth around every corner, and even better – it’s only a few hours’ drive from your backyard.”

To register for NORTHEAST and for more information on area hotels, visit aaspnjnortheast.com. H&D

February 2018

31

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February 2018

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February 2018

33

WMABA

FEATURE STAYING CONNECTED WITH WMABA: 2018 Annual Meeting Highlights On January 11, WMABA hosted its Annual Meeting at McCormick & Schmick’s in National Harbor, MD. In addition to introducing a new Board of Directors to kick off 2018, the gathering featured a “State of the Industry Address” from Executive Director Jordan Hendler.

According to Hendler, the association has exciting plans to celebrate its 50th anniversary this year.

“We’re going to have to do something to mark that and make sure it’s a memorable experience for everybody.”

Perhaps the biggest news out of WMABA for 2017 was the addition of West Virginia as member region. Hendler gave special thanks to Steven Krieps, the West Virginia-based shop owner – and now Board member – who first got WMABA involved in his state.

“Steve has been really instrumental in pulling the groundswell up from there. We had a meeting there in November; the room was full,

we got a lot of really good questions and we received a lot of positive follow-up. There’s still a lot that has to be done over the course of time, but they’re really excited to have us, and we’re really excited to have added the state to our family.”

Later, Hendler publicly discussed a WMABA initiative from last year for the first time: The association’s recent meeting with the Virginia Bureau of Insurance to discuss a variety of issues between repair facilities and carriers.

“One really positive thing that’s come out of it is a meeting they set up for us with the Attorney General, which may be better further down the road than we ever could’ve gotten by just dealing with them alone.

“In Maryland, we already have a relationship with the Attorney General’s Office… It’s still not easy, but they have open ears. I’m hoping we can start moving down the road with that in Virginia, too.”

Left to right: WMABA Executive Director Jordan Hendler, Secretary Phil Rice, President Torchy Chandler, Vice President William Hawkins, Director Steven Krieps and Treasurer Barbara Chase

34

February 2018

Industry news and local views.

BY KRISTEN DALLI

Members of the WMABA community gathered for the Annual Meeting.

Inset: Executive Director, Jordan Hendler With the new year underway, WMABA is hoping to gain some traction with its Annual Labor Rate Survey. The biggest struggle has been trying to get shops to participate in the project, which Hendler urged can only benefit member shops once the data is collected.

“It’s a continual effort that we know is very important, because the data is very useful and the repairers really want to see it, but it’s one of the hardest things to perform.”

Hendler then turned her attention to WMABA’s 2018 ventures, including the association’s partnership with the Alliance of Automotive Service Providers of New Jersey (AASP/NJ) to produce special content for the NORTHEAST® Automotive Services Show that will be held March 16-18 at the Meadowlands Exposition Center in Secaucus, NJ. WMABA will be producing “Collision P.R.E.P. (Professional Repairer Education Program)” – NORTHEAST’s new educational series.

“NORTHEAST is the biggest, best trade show that we have any remote access to. It’s well-attended, and there’s so much going on there – lots of foot traffic, lots of vendors. It’s just a really exciting show.

“We’re very excited to be producing the educational side of the show this year. We have a ton of great speakers lined up – we’ve got Todd Tracy [the attorney in the John Eagle case] coming on Friday, and we’re going to have an OEM repair panel on Saturday. There’s more and more coming together each day.

“We’re using the Society of Collision Repair Specialists’ [SCRS] Repairer Driven Education [RDE] series at SEMA as our model. We think it’s just going to be out of this world and something huge for our association. Make sure you’re all there; that’s the most important part.”

Following the association update, the discussion moved on to some of the bigger news stories that have been circulating around the industry.

First up was the recent John Eagle Collision verdict out of Texas.

“For repairers, you can look at it one of two ways. You can be scared of the liability, or you can use it as a model to better document your procedures and avoid something like that from happening to your shop. You now have something you can point to and say, ‘This is why I’m not going to fix a car that way.’

“This is a really good opportunity for us to seize some momentum and try to change the situation repairers are placed in every day. We need to make sure repairers are educated on how to not find themselves in that position – that’s the key thing to take away from that.”

Hendler’s presentation also detailed the latest updates to CCC’s Secure Share system, namely that the company ultimately decided against charging users a $0.50-per-transaction fee and the positive effects the industry can have when it stands up to change.

“For anybody who hasn’t been to a national meeting, especially CIC [Collision Industry Conference], our industry owes this to that meeting’s platform. The Committee there blew it up by telling everyone to pay attention to this change.

“CCC pulled it back; they heard the industry, they knew it was going to be a hardship for everybody and they pulled back the fee. This is a huge, huge thing for our industry. If we vocalize our issue with a change, we have power.”

The Annual Meeting concluded with the elections for the 2018 WMABA Board of Directors. After a unanimous vote, the new Board is as follows: President – Torchy Chandler, Vice President – William Hawkins, Treasurer – Barbara Chase, Secretary – Phil Rice, Immediate Past President – Mark Schaech, Jr. and Directors – Don Beaver, Rodney Bolton, Kevin Burt, Barry Dorn, Ben Gibson, Steven Krieps, Ashley Kruger and Danny Szarka. H&D February 2018

35

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February 2018

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February 2018

37

GUEST

FEATURE John Eagle, SEMA and You:

Perspectives on Recent Events With the holidays and other end-of-theyear craziness over, I finally have an opportunity to share some of my thoughts on two recent major events in our industry: The SEMA Show held in Las Vegas this past November and the verdict in the John Eagle case in Texas.

SEMA 2017 was another outstanding show that delivered more content than a repairer can take in all at once.

Unfortunately, even with all this information, coupled with the realities of the complex systems we will be working with, we will likely still hear “no” when we request to be paid for a legitimate repair procedure.

I had the privilege of speaking at one of SCRS’ Repairer Driven Education (RDE) seminars at SEMA regarding preparation for negotiations with insurers. The seminar was a way to provide repairers with some insight into what can be expected. The next day, I received a call from one of the owners I coach. He told me that he had provided a major insurer with all of the necessary OEM

38

February 2018

documentation, pictures of the procedure being completed and a print-out of the preand post-repair results – only to be told, “I don’t care what you have; we don’t pay for that.”

How should repairers operate in a world where we’re often urged to accept that it’s the insurer’s way or the highway? The verdict in the John Eagle case in Texas provided the answer: You repair vehicles properly or it’s on you – the repairer.

Imagine his surprise (and mine) when everything was documented properly, the procedures were done as required by the OEM, the repair plan was complete and

someone still said, “We don’t pay for that.” I have often thought about the consequences for the insurer’s actions when they say “no,” but at the end of the day, there aren’t any.

Why? Because they aren’t the repair professionals. They are only the medium through which money transfers from the policy owner to the repairer. So why do they wield such power? Why do they think they have the final say? How do they get away with it?

Contemplating the answers to those questions, it becomes more and more obvious that it’s all about the money – or as some insurers think, their money. Remember a number of years back when training, or lack thereof, was a significant problem? Everyone got on board with the need for more comprehensive education. At the same time, some insurers demanded that repairers have specific training to be on their DRP programs.

Ultimately, the industry embraced training, setting standards in the process. But what happened next was infuriating.

Comments on Vegas and Texas.

BY KEITH MANICH

Let’s say a group of repairers and insurance personnel took the same training on a Saturday. Somehow, by Monday morning, both parties would look at the same damage and draw two diametrically opposed positions about its repair. How can that be?

Well, the answer is simple. If the cost increases by repairing it one way over the other – correctly or incorrectly – the cheaper option is chosen by some insurers.

How should repairers operate in a world where we’re often urged to accept that it’s the insurer’s way or the highway? The verdict in the John Eagle case in Texas provided the answer: You repair vehicles properly or it’s on you – the repairer. What is the repairer supposed to do? They are stuck making one of three choices:

Lose that insurer’s cars and DRP agreement.

Follow orders and fix it improperly.

Fix it and do not charge the insurer for it.

There shouldn’t be any discussion on these repairs. You must repair the vehicle properly and in accordance with the OEM procedures.

There is an absolute need to document and share all of this information with the customer. The repairer needs to make sure that all available documentation is provided so that it can be shared with all interested parties, but that still doesn’t stop someone from saying they won’t pay for something. I’ve said this before, and some have taken exception to it, but some insurers don’t really care how the car is fixed. It’s not their problem. The repair of the vehicle lies solely

on the technician, who has to be the quality controller for everything done during the job.

If that means being the one who must share the requirements and the deficiencies in the insurance methodology, so be it.

This is going to take a lot of work, and I think it’s safe to say there may be some “lost cars” in order to get the insurers to see the error of their ways. But the one thing that is absolutely necessary in this process is documenting the repair plan thoroughly and completely. There can be no loose ends. The more complete the documentation, the less likely there will be errors in determining what is best for the vehicle. Researching what is required for the vehicle will be critical to a repairer’s success. Sharing this information with the customer will be critical for the repairer to get “buy in” that what they are asking for is needed. Validating the need for

February 2018

39

GUEST FEATURE

the manufacturer’s requirements will be the

key.

Repairers also need to make sure that

any correspondence, notes and discussions with insurers about the job are documented.

These should include the name, phone numbers, times and dates of the calls so that

they can be clearly recalled when needed. It’s important that the repairer’s documentation is clear and well-constructed in the event it is ever needed for any reason.

After SEMA, someone asked me, “How did the Texas verdict change things for the industry?” My answer, although a bit more complex in thought, is simple: “Not much.”

Repairers are still struggling to get paid for operations necessary to put the vehicle back to “pre-loss” functionality, while some insurers continue to demand that they do it cheaper, faster and with unpaid operations. They will continue to do this with the threat of “no cars” as long as repairers fix vehicles for reduced rates and operations. However, it does give

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Keith Manich began his journey through the collision repair industry as a body technician and painter over 30 years ago, progressing through management, insurance claims, automotive engineering, testing and training and technical oversight at an industry MSO. He held roles in senior management in training and research at one of the nation’s premier collision research facilities as well as traveling worldwide in his role as the center vice president. As a trainer and coach in damage analysis and damage blueprinting, he has also been responsible for developing SOPs, financial impact models, job aids and repair personnel job descriptions for collision repairers. He brings unique skill sets to the Automotive Training Institute as well as the industry. He regularly participates at collision industry events delivering immediately impactful information for collision repairers. His passion for repair process efficiencies, oversight of established processes and the designing and implementation of new repair and production procedures are never ending. He has an unquenchable thirst for knowledge which has helped to provide decades of properly repaired vehicles for their owners. He works with and is an active participant in many industry organizations such as CIC, SCRS, ASA, I-CAR, AMI and WMABA (just to name a few), and he has been a guest speaker at SEMA, NORTHEAST® and other industry conventions. His productivity tips can be seen in Hammer & Dolly, where he is a featured writer. He can be reached at kmanich@autotraining.net.

repairers a valid, actual reason why you must follow OE procedures and documentation.

The big difference now is that every attorney in America is watching to see who will give up the next verdict. The industry may have been under a magnifying glass before, but now it is under a microscope. H&D

Executive Director’s Thoughts Keith is right on target with this story, and many of his sentiments are exactly what we deal with daily at WMABA. Many repairers are frustrated by the resistance of insurance personnel to acknowledge known and documented procedures. Repairers need to commit to weigh the risk of performing any repair in contrast to those procedures and understand that the insurer will not be backing them up if liability becomes an issue down the road. - Jordan Hendler

February 2018

41

Torchy Chandler

(410) 309-2242 torchy.chandler@gmail.com

PRESIDENT’S

MESSAGE FRUSTRATED BY THE LABOR RATES? WMABA IS TRYING TO HELP I’m very excited to take the helm of WMABA for the second time in my membership. With more than 10 years between my terms, a lot has happened here. This year, we have a lot of exciting things happening: The 50th anniversary, our Collision P.R.E.P. education program at the upcoming NORTHEAST® Automotive Services Show in New Jersey, a Golf Outing and much more!

One thing that I had hoped we would have more traction with is the Labor Rates in our region. Education was the biggest factor starting out, but six years in, we see that not much has changed when the office makes the calls to get data for our Survey: “My Labor Rate is whatever the insurance company pays.”

“What is this for again?”

“Call back on Monday.” – Every Monday, and he’s still not there…

“I don’t know the Labor Rates.”

“I don’t want a subscription to a magazine.”

These are all things said by about half of the calls to repairers.

I’m not sure how your Labor Rates are not known by anyone who picks up the phone; understandably, this is now an area of education we could focus on with WMABA. We want to be sure that shops are informed and involved with their Labor Rate data.

It’s important to understand the costs of doing business and how to generate a retail Labor Rate. It means that you are in tune with your numbers. Simply going from an insurer-driven number means two things: One, you are depending on someone else for information; two, that information is likely pulled from the lowest number in the market and not by a factual survey.

When we call, make sure that you are ready! You can also go online and give your information when the Survey is open. In order to have positive movement in the area of Labor Rates, it is imperative that everyone participates! H&D

WE NEED YOUR LEGISLATIVE CONTRIBUTION! I appreciate WMABA working on my behalf at the state capitol(s)!

Here is my contribution to the legislative efforts.

P.O. Box 3157 • Mechanicsville, VA 23116

Name: ______________________________________Company: __________________________________ Address: __________________________________________________________________________________ City:____________________________________________State: ______________________Zip: ________ Phone:

______________________________Email:

Donation Amount: Check Enclosed

$50

$100

____________________________________________ $500

Other ________________

Credit Card (Visa, Amex, MC)# __________________________________________________________ Exp: ________

Name on Card: ______________________________Signature: __________________________________ 42

February 2018

WE KNOW WHAT YOU’RE THINKING. YOU WANT TO KNOW IF THE PART’S IN STOCK , HOW MUCH IT COSTS, AND WHEN IT’S GONNA GET THERE. We get it.

You want the best part for a Toyota, but you’ve got to know when and how much.

Well, now you can. In addition to tools that can help you find and order the right VIN-based parts, now you can see if it’s in stock, schedule the delivery, even see your shop’s net price from your participating Toyota Dealer.* Now you’re thinking: “Cool!”

ToyotaPartsAndService.com

©2014 Toyota Motor Sales, U.S.A., Inc.

For Toyota Genuine Parts please call one of these authorized local Toyota Dealers: Antwerpen Toyota 12420 Auto Drive Clarksville, MD 21029 Phone: 410-988-9272 Fax: 443-539-4022 darnold@antwerpenauto.com

44

Checkered Flag Toyota 5301 Virginia Beach Boulevard Virginia Beach, VA 23462 PH: 757-687-3443 FAX: 757-687-3437 www.checkeredflag.com

February 2018

Ourisman Fairfax Toyota 10441 Lee Highway Fairfax, VA 22030 Toll Free: 800-626-2236 Direct: 703-273-2236 Fax: 703-385-8411 fairfaxparts@ourismanva.com www.ourismanva.com

Younger Toyota 1935 Dual Highway Hagerstown, MD 21740 Phone: 800-296-1190 Fax: 301-733-5465

Koons Toyota Annapolis 1107 West Street Annapolis,MD 21401 Phone:(800)262-3330 Fax:(410)280-6361

dthompson@youngertoyota.com

roy.easter@koons.com

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. mark@marksbodyshop.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@harrisonbodyworks.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 dszarka@mileone.com 410-525-1000

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

February 2018

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ADVERTISERS’ INDEX

46

February 2018

American Honda Motor Co. . . . . . . . .IBC

Mazda Group . . . . . . . . . . . . . . . . . . .15

AkzoNobel . . . . . . . . . . . . . . . . . . . . .4

MINI Group . . . . . . . . . . . . . . . . . . . . .36

Audi Group . . . . . . . . . . . . . . . . . . . . .9

Mitsubishi Group . . . . . . . . . . . . . . . .32

Axalta Coating Systems . . . . . . . . . . .IFC

Mopar Group . . . . . . . . . . . . . . . . . . .26

BMW Group . . . . . . . . . . . . . . . . . . . .20-21

Nissan Group . . . . . . . . . . . . . . . . . . .26

BMW of Fairfax . . . . . . . . . . . . . . . . . .3

Nucar . . . . . . . . . . . . . . . . . . . . . . . . .10

Chesapeake Automotive Equipment .25

O’Donnell Honda . . . . . . . . . . . . . . . .40

Crashmax Equipment . . . . . . . . . . . .31

Packer Norris Parts . . . . . . . . . . . . . .6

Empire Auto Parts . . . . . . . . . . . . . . .25

Porsche Group . . . . . . . . . . . . . . . . . .37

Fairfax Hyundai . . . . . . . . . . . . . . . . .46

PPG . . . . . . . . . . . . . . . . . . . . . . . . . .OBC

Ford Group . . . . . . . . . . . . . . . . . . . . .17

Reliable Automotive Equipment . . . . .43

Future Cure/DriveBlueBuzzard.com .24

Safety Regulations . . . . . . . . . . . . . . .41

GM Parts Group . . . . . . . . . . . . . . . . .29

Spanesi . . . . . . . . . . . . . . . . . . . . . . . .41

Honda Group . . . . . . . . . . . . . . . . . . .11

Subaru Group . . . . . . . . . . . . . . . . . . .32

Hyundai Group . . . . . . . . . . . . . . . . . .33

Toyota Group . . . . . . . . . . . . . . . . . . .44

Koons Ford . . . . . . . . . . . . . . . . . . . . .46

VW Group . . . . . . . . . . . . . . . . . . . . . .27

Malloy Hyundai . . . . . . . . . . . . . . . . . .7

Wheel Collision Center . . . . . . . . . . . .40