Hammer & Dolly February 2019

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February 2019 Volume 13, No. 2 $5.95

WMABA Plots Return to The Evolution of Estimating The Future of CIC

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Visit us at NORTHEAST® Booth 427

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February 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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February 2019

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

ADVERTISERS’ INDEX

February 2019

Akzo Nobel . . . . . . . . . . . . . . .15 ATI . . . . . . . . . . . . . . . . . . . . . .31 Audi Group . . . . . . . . . . . . . . .30 Axalta Coating Systems . . . . .IFC BASF . . . . . . . . . . . . . . . . . . . .7 BMW Group . . . . . . . . . . . . . .4 Chesapeake Automotive Equipment . . . . . . . . . . . . . . . .36 Crashmax Equipment . . . . . . .38

26 DRAMA, A DRP AND A RE-REPAIR DISASTER

Empire Auto Parts . . . . . . . . . .36

BY JOEL GAUSTEN An insider’s perspective on a repair job gone wrong.

Fairfax Hyundai . . . . . . . . . . . .31 Ford Group . . . . . . . . . . . . . . .38

LOCAL NEWS

GM Parts Group . . . . . . . . . . .24

14 WMABA OPENS SURVEY FOR COLLISION

Honda Group . . . . . . . . . . . . .17

REPAIRERS TO RATE INSURANCE COMPANIES

Hyundai Group . . . . . . . . . . . .27

The association moves forward with a major project.

Jerry’s Ford . . . . . . . . . . . . . . .35

16 TYSONS CORNER COLLISION CENTER

Koons Ford . . . . . . . . . . . . . . .31

INTRODUCES STUDENTS TO CERTIFIED REPAIR

Malloy Hyundai . . . . . . . . . . . .3

Connecting new techs to an exciting profession.

Mazda Group . . . . . . . . . . . . .34

NATIONAL FEATURE

MINI Group . . . . . . . . . . . . . . .19

20 A WEEKEND TO REMEMBER: WMABA, INDUSTRY ®

VENDORS PLOT RETURN TO NORTHEAST WMABA and others get ready for another incredible show.

Mitsubishi Group . . . . . . . . . . .18 Mopar Group . . . . . . . . . . . . . .33 NORTHEAST® 2019 . . . . . . .21 Nissan Group . . . . . . . . . . . . .33 Nucar . . . . . . . . . . . . . . . . . . . .9

INDUSTRY PERSPECTIVE 22 A FORUM FOR CHANGE: AN INTERVIEW WITH

O’Donnell Honda . . . . . . . . . .37

CIC CHAIRMAN JEFF PEEVY

Packer Norris Parts . . . . . . . . .IBC

Why the Collision Industry Conference still matters.

Porsche Group . . . . . . . . . . . .29 PPG . . . . . . . . . . . . . . . . . . . . .OBC Reliable Automotive

INDUSTRY ADVICE: ASK MIKE 32 HOW HAS THE WORLD OF

Equipment . . . . . . . . . . . . . . . .23 Spanesi . . . . . . . . . . . . . . . . . .21

ESTIMATING EVOLVED?

Subaru Group . . . . . . . . . . . . .18

A then-and-now look at a changing field.

Toyota Group . . . . . . . . . . . . .25 VW Group . . . . . . . . . . . . . . . .13

DEPARTMENTS 8

Editor’s Message

Wheel Collision Center . . . . . .37 10

JOEL GAUSTEN

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Executive Director’s Message JORDAN HENDLER

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WMABA Membership Application

What’s WMABA Up To?

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WMABA Sponsorship Page

Yesterwreck . . . . . . . . . . . . . . .38 ZB Negotiations . . . . . . . . . . .11

Stock Images © www.istockphoto.com

February 2019

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CALENDAR OF

Industry training opportunities and don't-miss events.

EVENTS

OFESSION PR EPAIRER AL R

CLASS LISTINGS

February 6, 2019 AUTOMOTIVE FOAMS Gaithersburg High School, Gaithersburg, MD PLASTIC & COMPOSITE REPAIR FinishMaster, Springfield, VA WHEEL ALIGNMENT & DIAGNOSTIC ANGLES Tidewater Community College, Chesapeake, VA

February 7, 2019 ADVANCED STEERING & SUSPENSION SYSTEMS DAMAGE ANALYSIS Alexandria Training Center, Alexandria, VA FULL-FRAME PARTIAL REPLACEMENT FinishMaster, Springfield, VA

February 20, 2019 REPLACEMENT OF STEEL UNITIZED STRUCTURES FinishMaster, Springfield, VA

February 21, 2019 CORROSION PROTECTION Gaithersburg High School, Gaithersburg, MD ALUMINUM EXTERIOR PANEL REPAIR & REPLACEMENT FinishMaster, Springfield, VA STEERING & SUSPENSION DAMAGE ANALYSIS Tidewater Community College, Chesapeake, VA FULL-FRAME PARTIAL REPLACEMENT Alexandria Training Center, Alexandria, VA

February 28, 2019 ADHESIVE BONDING Gaithersburg High School, Gaithersburg, MD

March 6, 2019 SQUEEZE-TYPE RESISTANCE SPOT WELDING Tidewater Community College, Chesapeake, VA

March 7, 2019 PLASTIC & COMPOSITE REPAIR Gaithersburg High School, Gaithersburg, MD

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ED

U C AT I O N PROGRA M

March 15-17, 2019

WMABA’s Collision P.R.E.P. at NORTHEAST® 2019

Meadowlands Exposition Center, Secaucus, NJ For more info, visit aaspnjnortheast.com or turn to page 20.

UNDERSTANDING THE CYCLE TIME PROCEESS Alexandria Training Center, Alexandria, VA

March 14, 2019 STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIR Gaithersburg High School, Gaithersburg, MD FULL-FRAME PARTIAL REPLACEMENT Tidewater Community College, Chesapeake, VA March 19, 2019 WHEEL ALIGNMENT & DIAGNOSTIC ANGLES FinishMaster, Springfield, VA

March 21, 2019 UNDERSTANDING THE CYCLE TIME PROCESS Gaithersburg High School, Gaithersburg, MD STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIR Alexandria Training Center, Alexandria, VA HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY Tidewater Community College, Chesapeake, VA HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY FinishMaster, Springfield, VA March 28, 2019 ADVANCED STEERING & SUSPENSION SYSTEMS DAMAGE ANALYSIS Tidewater Community College, Chesapeake, VA

www.i-car.com or (800) 422-7872 for info

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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.

™ basfrefinish.com

BASF AUTOMOTIVE REFINISH COATINGS

Visit us at NORTHEAST® Booth 227

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Joel Gausten

EDITOR’S

(973) 600-9288 joel@grecopublishing.com

MESSAGE ALL ROADS LEAD TO NEW JERSEY

Last year, WMABA partnered with the Alliance of Automotive Service Providers of New Jersey (AASP/NJ) to develop and present the debut of the Collision Professional Repairer Education Program (Collision P.R.E.P.) at the NORTHEAST® Automotive Services Show. The overwhelming success of this partnership has led both associations to again join forces to offer a similar three-day experience at this year’s NORTHEAST, held March 15-17 at the Meadowlands Exposition Center in Secaucus, NJ. As anyone from the WMABA community who has attended NORTHEAST in the past – or the thousands from other regions who attend each year – will tell you, it is the biggest regional event of its kind in the country. From the moment its doors open on Friday afternoon, the show provides a rare opportunity to connect with hundreds of vendors, take in exclusive educational/training presentations and connect with industry peers from the East Coast and beyond. Best of all, WMABA members can get to it by car instead of having to book a flight to the other side of the country to attend. WMABA believes strongly in what NORTHEAST has to offer, and the association is thrilled to be a part of what is sure to be the best time in the show’s 42-year history.

WMABA OFFICERS PRESIDENT

VICE PRESIDENT

TREASURER SECRETARY

IMMEDIATE PAST PRESIDENT

Clarification Due to a technical error, Stacy Bartnik of Intertek was misquoted in our December 2018 issue as stating she hasn’t seen a parts test performed at an OEM facility. Bartnik confirms that she has seen such procedures performed.

Torchy Chandler torchy.chandler@gmail.com 410-309-2242 Bill Hawkins hawkinswilliamjr@gmail.com 510- 915-2283 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

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

ADMINISTRATION

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

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This month’s National Feature offers a glimpse into what attendees can expect from this year’s show – and why so many industry vendors have already committed to being a part of the weekend’s festivities. Whether you’re looking to learn more about developing automotive technologies, interested in upgrading your shop’s equipment or simply want to connect with others in your field, NORTHEAST is a convenient and worthwhile investment of your time. Simply put, there’s nothing else like it in this part of the country.

There is no charge to attend NORTHEAST for those who pre-register for show badges online. To register and for more information on hotels and other area amenities, please visit aaspnjnortheast.com. H&D

February 2019

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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Visit us at NORTHEAST® Booth 408

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 THE SHORT MONTH COULD BE HUGE FOR YOU

I’m hoping your New Year’s resolution is off to a good start. If you devoted any amount of thought to education, then we have a big checkbox for you to fill!

Sign up for Collision P.R.E.P. at the NORTHEAST ® Automotive Services Show (page 20), happening March 15-17 in Secaucus, NJ. Join peers from WMABA and afar in the three-day mix of learning opportunities that prepare you for a more positive future. You will learn from leading industry educators from around the country, OEMs and top vendors who can enlighten you on better running and managing the shop from whatever position you hold.

This is especially true if you do not go to SEMA or the SCRS Repairer Driven Education

Jordan Hendler

(804) 789-9649 jordanhendler@wmaba.com

(RDE) Series in November. Collision P.R.E.P. is the only other education of this caliber offered outside of those national events. NORTHEAST is the biggest regional show, and it’s the best for getting all your needs in one place. The short drive is absolutely worth it!

The panel of OEMs will be talking about collision repair programs – and what that means to repairers – as well as the technical aspects of proper repair procedures and how that affects the overall repair process. Mike Anderson will again look at proper estimating and reimbursement practices and will keep you on the edge of your seat with his motivational thoughts coming from years of national travel and touching thousands of shops.

There’s no doubt in my mind that you will leave this experience a better repairer. Those in every position of the repair facility can follow a track of learning through the three days that will help them improve their awareness, knowledge and understanding for the future of their field.

Customer service, estimating, repair planning, managing or detailing can all benefit here.

I also have to say again that we want you to take advantage of the WMABA membership special going on: If you join by April 1, we’ll give you a discount on a new membership - $500 for the year (Regular price: $700.)

The industry is changing at a crazy rate, and staying informed with the association is a way to keep your finger on the pulse, get education and stay connected to your peers. We also strive to give you the best representation possible through attending national and local meetings, monitoring legislation, addressing issues with insurer/repairer relations and much more.

Take the dive in the short month that gives you a long-term benefit! 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

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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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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

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

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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LOCAL

Carriers get scored.

NEWS WMABA Opens Survey for Collision Repairers to Rate Insurance Companies The Washington Metropolitan Auto Body Association (WMABA) is opening a survey for collision repairers in Virginia, Maryland, West Virginia and Washington D.C. to anonymously rate insurance company market behaviors in several categories. Utilizing a list of the largest carriers by market share, repairers will be given an opportunity to give their feedback.

The survey will provide results to collision repairers, the association and insurers as to how claims are handled in the MidAtlantic region. With some insurers having specific tactics utilized in each market (under different leadership in each area), this survey may show their claims staff the overall perception of the repair industry. WMABA hopes the information is helpful in improving relationships with the carriers in the area.

The survey topics are as follows: Shop Relations – Claims Handling Customer Experience Insurer Knowledge Base

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Overall Fairness Insurer Payment for Proper Procedures Open Comment

In previous years, WMABA surveyed members to gain information and insight as to the general Labor Rates of the market.

The association will now perform that survey on a bi-annual basis.

“Our association is focused on bettering the overall market conditions for the collision repairer,” explains WMABA Executive Director Jordan Hendler. “This survey – which some may think is arbitrary – is really about narrowing the field of both positive and negative interactions. The biggest loser of any negative claim experience is the vehicle owner; their experience is what we are also concerned about. Those who do it better should be commended.”

The survey is available at surveymonkey.com/r/WMABAShopsRateInsurers. H&D

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Visit us at NORTHEAST® Booth 141

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LOCAL

An unforgettable tour.

NEWS Tysons Corner Collision Center Introduces Students to Certified Repair

As 2018 came to a close, dozens of students from the Chantilly Governor’s STEM Academy visited Tysons Corner Collision Center in Vienna, VA for a real-world overview of modern automotive repair.

Facility representatives gave the students a tour, showed off their OEM repair equipment and explained how their OEM certifications with seven vehicle brands and strict adherence to factory repair procedures have benefitted their customers.

The students also got to see some very cool cars and major damage under repair. They saw how Tysons Corner’s apprentice staff assists the operation’s senior technicians. Tysons Corner personnel also discussed personal safety protection and the importance of maintaining a safe and healthy environment.

Upstairs in the training room, the students saw a video on Penske Automotive Group and enjoyed lunch from Papa John’s Pizza. A few relatively new Tysons Corner technicians shared their thoughts and impressions with students, who also learned about the different positions available in a dealership environment.

Tysons Corner General Manager Tim Pfeifle was pleased to provide the attending students with such an unforgettable hands-on experience.

“If these students come into our industry, the future looks bright! OEM-certified collision repair is the only true path to customer satisfaction and brand loyalty.” H&D

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Students from the Chantilly Governor’s STEM Academy enjoyed their recent trip to Tysons Corner Collision Center.

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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

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

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

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MAINTAIN AN INFINITE INVENTORY OF ORIGINAL MINI PARTS.

At your local MINI dealer, we believe that using Original MINI collision replacement parts will speed your repairs and increase your profitability. Original MINI parts assure an absolute perfect fit and function.

For Original MINI parts, contact any of these authorized MINI dealers.

MINI of Annapolis 25 Old Mill Bottom Road Annapolis, MD 21409 410-349-2565 fax: 410-349-2586

Crown MINI 8710 West Broad Street Richmond, VA 23294 804-527-6860 fax: 804-965-6254

MINI of Alexandria 5990 Duke Street Alexandria, VA 22304 703-461-6250 fax: 703-751-0595

MINI of Montgomery County 820 Russell Avenue Gaithersburg, MD 20879 Parts: 240-238-1204 Parts fax: 240-238-1493

MYMINIANNAPOLIS.COM

MINIOFALEXANDRIA.COM

CROWNMINI.COM

MINIOFMONTGOMERYCOUNTY.COM

© 2019 MINI USA, a division of BMW of North America, LLC. The MINI name, model names and logo are registered trademarks.

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NATIONAL

FEATURE A WEEKEND TO REMEMBER: WMABA, INDUSTRY VENDORS PLOT RETURN TO

With less than a two months to go, collision repair professionals from the WMABA region and all over the country are gearing up to attend the 2019 NORTHEAST Automotive Services Show, the industry’s largest regional event. This year, it will be held March 1517 at the Meadowlands Exposition Center in Secaucus, NJ. Year after year, NORTHEAST continues to deliver the best information, technology/equipment and education found anywhere on the East Coast.

It is no surprise that the show, now in its 42nd year, attracts vendors from all over the country – including California-based Goliath Carts.

“This is our third year at the show, and what we’ve come to realize is that it is the second-biggest show for us due to its size and the quality of shops that attend,” says Goliath Carts President/CEO Dito Diez. “We have a very big presence on the East Coast, so this gives us the opportunity to meet customers and potential ones. The show is growing with a lot of energy.”

“We consider this to be one of the strongest shows,” says Brent Betts, senior digital marketing consultant at Maryland-based AP Digital, which is set to return to NORTHEAST for the third year in a row.

Betts says of all the shows they have attended, it’s NORTHEAST that has the best audience. Seeing as how it is strategically located near the company’s home state, it is “a win-win.”

Gary Schaberg, president of Crashmax, says the company looks forward to another successful NORTHEAST trip.

“The last few years have been good for us. There is a good turnout and a lot of interest there.”

The 2019 NORTHEAST show will be a first for Toyota Motor North America. Dave Pyle (senior analyst, wholesale parts and certified collision) is no stranger to the event, having attended

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February 2019

previous years and served as a past OEM discussion panelist.

Throughout those experiences, he saw NORTHEAST as an excellent opportunity to represent Toyota, meet and speak with body shop owners and answer questions about OEM parts and proper repair procedures.

“Independent collision repair facilities appreciate the OEMs’ involvement in these conferences, as they have multiple questions pertaining to proper factory repair procedures, including the fit and finish of original equipment parts versus aftermarket parts.

“As much as we would love to fix them all, our Toyota Certified Collision Centers do not repair every Toyota involved in a collision,” Pyle adds. “The independent shops fix a large portion. So, they look to us for proper repair procedures and recommendations to ensure vehicles are fixed right. Independent repair facilities have the same goal as us – repair the vehicle back to pre-collision condition using the right OE parts and factory repair procedures to meet that goal and safely put our customers back on the road.”

On the education side, attendees will not want to miss the second year of WMABA’s Collision Professional Repairer Education Program (Collision P.R.E.P.).

After providing some of the most popular content at last year’s NORTHEAST, WMABA legend Mike Anderson (Collision Advice) has signed on to return. In addition to giving attendees plenty of musthear, real-world industry advice in the appropriately-named presentation “Words to Live By,” he will be working with NissanInfiniti in presenting special estimating training during the weekend.

“What continues to impress me about NORTHEAST is the OEM involvement,” he says. “It’s exciting to see that level of participation.”

Anderson plans to use his upcoming presence at NORTHEAST to paint a portrait of an exciting future for the industry.

“I’ll be looking at where the industry is going in regards to

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Gearing up for the Garden State.

BY ALANA BONILLO AND JOEL GAUSTEN telematics, the connected car and understanding when all of that is going to happen. When Wayne Gretzky was asked how he became a great hockey player, he said that never skated to where the puck was; he always skated to where the puck was going to be. At NORTHEAST, I’d like to help shops understand where the industry is going in the next one to three years.”

Be sure to visit aaspnjnortheast.com to get the latest information on the show and to pre-register at no cost. H&D

Executive Director’s Thoughts

The NORTHEAST show and our Collision P.R.E.P. education are the best East Coast offerings of learning and vendor relations. The quality of content is a driving force to improve the day-to-day lives of all shop personnel – from receptionist to technician to manager.

This is where you learn what’s coming and how to keep your business on top of its game. - Jordan Hendler

February 2019

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INDUSTRY

Keeping the forum alive.

PERSPECTIVE

BY JOEL GAUSTEN

A FORUM FOR CHANGE: AN INTERVIEW WITH CIC CHAIRMAN JEFF PEEVY Last month, the Collision Industry Conference (CIC) met in Palm Springs, CA for its first meeting under the leadership of new Chairman Jeff Peevy.

Currently the president of the Automotive Management Institute (AMI), he is known for his ongoing efforts to educate and better inform the national collision repair field.

As explored in the below interview, Peevy is now hoping to do the same for the CIC community and industry participants at large.

Hammer & Dolly: What is some of the immediate work you’ve already put in as the new chairman of CIC?

Jeff Peevy: Once I knew that I was elected chairman of CIC, I felt there was a real responsibility to do my homework and due diligence to be prepared for this role. I went out and talked to 308 shop owners/managers. I wanted to know what they thought about CIC, what they knew about it and whether they were aware of what CIC represented to them. I found that not many of them were aware of CIC and its purpose. Of the 308, 81 percent of them had never attended CIC. Sixty-eight percent didn’t even know what CIC was.

Only 25 percent made it a point to even keep up with CIC-related articles. That surprised me, and I saw that as a place to begin.

From there, I began to realize that more people needed to understand what CIC was and that it had really benefitted them in a lot of ways that they were probably not even aware of. It is a forum made up of all segments of the industry. Its purpose is to discuss and explore issues that occur within the industry and affect various segments. At CIC, participants openly talk about the different perspectives that each segment has. It has volunteer committees that anyone in the industry can get involved in.

Through the work of those committees, there is at least an attempt made to form a consensus on various issues and make those committees’ findings known to the industry. Even though those findings are non-binding and can only be accepted from a voluntary position, there have been a lot of things brought to light that have caused companies and segments to change a perspective on

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something. These things have a lot of influence on the people in the room. Many times, shops have benefitted from that without always being aware of it.

H&D: How long have you been a part of CIC? What led you to get involved to begin with?

JP: I would easily say I’ve been attending CIC for 20 years. I started attending it because it was connected to NACE, and I had to go there and work a booth. Little by little, I began to realize its importance. At one very intense meeting, [Past CIC Chair] Chuck Sulkala got up at the Open Mic and explained that CIC is not a trade association – it is a forum. Anyone in the industry – from the owner of the smallest shop in our industry to a representative from a large company – can walk up to that microphone and express their concerns and perspectives and start a conversation. It is open to anyone. It’s about having a place you can safely go in and talk about issues. That really hit home to me.

H&D: Obviously, the industry press attends CIC and does what it can to disseminate that information. How will CIC work on its own to better inform the industry on what it’s doing moving forward?

JP: We are going to grow the CIC Marketing Task Force and challenge it to find ways to get to the entire industry. I know I’m not the first chair to recognize this as a challenge, but we have to keep really pressing that. I’m going to charge the press to help us figure out ways to grab the industry’s attention. I’m going to challenge the Marketing Task Force to develop more modern ways to get the message out there, tell CIC’s story and really present some of the benefits of what CIC has uncovered, addressed, discussed and changed for the industry.

H&D: When you look back on your years with CIC, what would you consider its greatest accomplishment so far? continued on page 36

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OURISMAN CHEVROLET OF ROCKVILLE 807 Rockville Pike Rockville, MD 20852 Direct: 301-424-5332 Fax: 301-294-6381 www.rockvillechevrolet.com

JERRY’S CHEVROLET 1940 E. Joppa Road Baltimore, MD 21234 Toll Free: 844-817-9405 Local: 443-219-3339 Fax: 443-403-1419 chevyparts@jerryschevrolet.com www.jerryschevrolet.com

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WHY GENUINE PARTS? It’s the Right Thing to Do

You lose money when aftermarket parts don’t fit. Toyota Dealers are your best source for Genuine Toyota Parts. All it takes is one call.

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

Younger Toyota 1935 Dual Highway Hagerstown, MD 21740 Phone: 800-296-1190 Fax: 301-733-5465 dthompson@youngertoyota.com

Koons Toyota Annapolis 1107 West Street Annapolis,MD 21401 Phone:(800)262-3330 Fax:(410)280-6361 roy.easter@koons.com

ToyotaPartsAndService.com February 2019

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COVER

STORY

BY JOEL GAUSTEN

DRAMA, a DRP and a RE-REPAIR

DISASTER

It’s one thing to write about collision repair, but it’s another thing entirely to experience the process firsthand.

Well, I did exactly that not too long ago.

And it was a complete nightmare.

Last October, 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 physically unharmed in this minor collision, my car suffered a dented-up driver’s side fender and front bumper. A repair was imminent. Thus began one of the most frustrating and ridiculous experiences of my life.

In all my years of covering the industry, I’ve never once heard of the company listed on the at-fault driver’s insurance card. That raised a red flag in my mind, so I immediately decided to bite the bullet and file a claim with my insurer, GEICO, instead of trying to deal with a company I’ve heard absolutely nothing about. After the police officer arrived at the scene and took our information, I went home and called GEICO to get things started.

Right off the bat, I knew I wanted my vehicle repaired at a GEICO Auto Repair Xpress shop. To be frank, the vast majority of “shops” I’ve seen where I live in New Hampshire (that is, when I’m able to actually see through their filthy windows) haven’t filled me with tremendous consumer confidence. Life up here can often feel a good 20 years behind the times, so I wasn’t about to allow myself to feel that same way as my car entered a bay. I figured that going with the closest GEICO shop – even when it was a good 35 minutes away from my home – would at least provide some level of checks and balances during my repair. After

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all, insurers track their shops’ KPIs, repair quality and customer feedback, don’t they?

To GEICO’s credit, the claims representative I got on the phone stressed that I did not have to use one of the company’s program shops. This message was immediately repeated to me the moment I met up with the GEICO appraiser at the Auto Repair Xpress location. It was refreshing to not feel pressured to utilize a certain facility, and I was very pleased that my insurer was so forthcoming in reminding me of my rights as a consumer.

Let’s talk about the shop. It is a very large repair facility that services a prominent dealership in the area. As soon as I entered the reception area, I spotted a display with brochures touting the benefits of I-CAR Gold Class and a sign extolling the virtues of vehicle scanning. The place was also quite clean, and the staff members I encountered were polite and professional. Things were off to a great start.

As a vehicle owner, I like to drive my cars – which are always economy models – until I can’t get another second of life out of them. That’s why I currently drive a 2008 Toyota Yaris with 170,000-plus miles. To be fair, I didn’t expect my insurer to supply me with fresh and shiny OEM parts for a car of that age, and I went into the repair process expecting to receive high-quality used parts for the damaged fender and bumper.

Aftermarket parts were not an option for me, especially since I’m in fairly regular contact with Todd Tracy these days and, well, you just don’t mess with Texas.

Of course, aftermarket is exactly what the GEICO estimator wanted to put on my car. He explained that since I had filed the claim through them, they would only pay for

repair work up to the limits of my policy and pursue the most cost-effective way to do so.

First of all, I was not the at-fault driver; shouldn’t this (at least in principle) be a blank check since GEICO would later handle this through subrogation anyway? Second, shouldn’t the word “safest” replace “costeffective” when an insurer lays out its plans for a repair? Why would an estimator actually tell a policyholder that they’re going for the cheapest option – especially with policy renewal time right around the corner?

In any event, I told the GEICO estimator that I would not accept any aftermarket parts on my vehicle unless he could provide me with the crash test data for those products.

He responded by saying that the parts were certified. I still refused to accept them and told him I would gladly pay the difference for high-quality used parts. I also just happened to mention what I did for a living, and we had a nice chat about the then-upcoming SEMA Show.

Ultimately, he wrote to repair the bumper and replace the fender with a used part (but only if that part was “insurer quality.”

Those words made me shudder.) The estimate came to $990.05 for a three-day repair, and I scheduled the work to begin the Monday after SEMA. Naturally, it wasn’t a three-day job. In addition to the usual supplement, the shop was unable to source a decent used fender in the area and eventually went with the new OEM option (which my insurer paid for, thus earning them a check in my plus column.) I finally got the call to pick up the car on the ninth business day – Black Friday. After running errands all day, I got to the shop as the sun was beginning to set. I walked in the office, signed the necessary paperwork, paid

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February 2019

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COVER STORY

the bill (via the money I had already received from GEICO – another positive checkmark)…and was then told to go find my car in the parking lot.

No walk-around with a customer service rep? No attempt to see if I had any follow-up questions once I got to my car? Very odd – and more than a little concerning.

Even with the limited outside light, I could see there were issues with my car as I approached it. For one thing, the edge guard above the front driver’s side tire was crooked, while the rubber fender trim wasn’t fully attached to the car and sticking out more than it should. Exhausted and cranky after a very busy afternoon (and with the shop minutes away from closing), I decided to let it slide for the time being and just get home for the evening. Turning my key in the driver’s side lock, I felt much stronger mechanical resistance than usual. I got in the car, started it, backed up about six inches and thought, “No! I’m going to get them to address these things now.” I drove the car back into the parking space, got out and locked the driver’s side door out of habit. Hmm…the resistance from the lock was still pretty strong. I then went to unlock it and…the door wouldn’t open. At all.

Something was definitely wrong.

After going back to the reception area and waiting several minutes, the technician who washed the car – thinking that the lock might have frozen after it was brought outside – walked me out to my car to have a look at the door. The door still didn’t budge.

“I’m not sure what’s going on,” the tech said, shaking his head. “I’ve only been here a week.”

After later explaining the situation to the shop’s estimator (who presumably had a little more than five days’ experience at the shop), it was determined that the door had been put on incorrectly after being removed during the repair. The car was brought back in the bay (after a tech crawled in through the passenger side), and the issue was fixed just as the shop closed for the weekend. Unfortunately, I was informed that I would have to come back the following week – and make a special 70-minute roundtrip – for them to fix the other issues I brought to their attention. This annoyed me, but I was tired and just wanted to get home to my evening commitments by that point. I agreed to come back in a few days.

I returned to the shop the following Wednesday; within an hour, the edge guard and fender trim looked better than before. As I got in my car, I joked to the shop’s estimator,

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February 2019

“Don’t take this the wrong way, but I hope I never have to see you again.” We both chuckled as I drove away.

That evening, the power in my neighborhood went out for several hours. As I drove down the road to run a quick errand, I couldn’t help but notice that my headlights seemed dimmer than usual. I chalked it up to my pitch-black surroundings and forgot about it. Two nights later, I was back on the road at night – this time driving a long distance for something I couldn’t cancel. Again, the lights looked strange. I pulled into the nearest rest area…and stared in disbelief at a completely dead driver’s side headlight – which of course had been removed and reinstalled by the shop during the repair.

“Furious” is the G-rated description of how I felt.

I spent the rest of the evening driving to and from my destination with my brights on whenever there wasn’t a passing car.

chance to get their shop in line or I could take up the matter directly with the New Hampshire Insurance Department. He assured me that a call to the Department was unnecessary and that GEICO would address the matter promptly. I scheduled another appointment with the shop for 8am the following morning. I later received a very apologetic call from my original GEICO appraiser, who said that his delay in calling me back was due to an unexpected family emergency. I accepted his apology and advised him to make sure his company did whatever would be necessary to make things right.

Once I arrived at the shop for yet another re-repair, I was greeted by a new GEICO rep who had no clue why I was there. Wonderful.

After filling him in, the shop’s estimator came out. Poor guy.

“This is the third time I’ve gone back and forth with you on this car,” I said. “Take six months to get this right if you need to; I don’t

WHERE IS I-CAR IN ALL OF THIS? This was a Gold Class shop. Embarrassing.

Talk about a stain on the I-CAR brand.

Inevitably, I got pulled over by a policeman – who quickly got perhaps the most surreal excuse ever from anyone driving with a bad light. I showed him the invoice from the shop, which thankfully was still sitting on my passenger seat, and explained that the malfunctioning headlight appeared to be the result of the shop’s negligence. Thankfully, he bought it, and I was sent on my way to stew, cuss and curse the shop and GEICO the rest of the drive home.

The following day was a Sunday, and I made it a point to leave a message with the GEICO estimator to call me at 8am Monday morning. I gave him a brief summary of the unreal experience I had with the shop and that I couldn’t be unhappier with how I had been treated as a policyholder. After not receiving a call back by 9am the following morning, I called up the guy’s supervisor and left a similar message. Within minutes, the supervisor called me back. I started the conversation by saying, “This is the part of the job where you deal with an irate customer.” First, I told him that I found it odd that I never received a single follow-up call from GEICO in the six business days following the completion of the initial repair. I then told him I could give GEICO one last

care. I don’t want to be bothered until this car is perfect. If I have to come back here a fourth time, it will be in connection with a consumer fraud case.”

After I received the requisite showering of “yes, sir,” I drove off in another rental car. Two days later, I picked up my car after an out-ofstate work trip. The shop estimator explained that the light appeared to have failed due to age and corrosion. (What an odd coincidence that it also happened to be the light that was touched by the shop’s techs during the original repair!) While I initially assumed the shop was saying this to back out of eating the cost of the new items and the associated labor, I wasn’t charged a dime. As of this writing, I haven’t had a reason to return to the shop – which is good news for all parties involved. I hope I never have to drive in that shop’s direction again; I suspect they feel the same about me. I’m currently considering my future as a GEICO customer very carefully.

What began as a $990.05/three-day repair turned into $1,596.14, 11 days and three re-repairs. What a joke. I’m not going to kid myself or anyone reading this and suggest that my story was an isolated case of bad luck at a

continued on page 37

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Diagnostically speaking, there is no substitute.

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Š 2019 Porsche Cars North America Inc. Porsche recommends seat belt usage and observance of traffic laws at all times.

February 2019

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Rockville Audi 1125 Rockville Pike Rockville, MD 20852 Parts Direct: 301.296.2870 Parts Fax: 301.762.5055 www.rockville-audi.com

Audi Owings Mills 9804 Reisterstown Road Owings Mills, MD 21117 Parts: 877-411-6825 Parts Fax: 410-372-3380 www.audiowingsmills.com

Audi Annapolis 1833 West Street Annapolis, MD 21401 Parts Direct: 443.482.3280 Parts Fax: 443.482.3281 www.audiannapolis.com

Audi Chantilly 14839 Stonecroft Center Court Chantilly, VA 20151 703.956.2100 Fax: 703.956.2139 www.audichantilly.com

Audi Silver Spring 3151 Automobile Boulevard Silver Spring, MD 20904 844.413.6929 Fax: 301.890.3748 www.audisilverspringparts.com

Audi Virginia Beach 2865 Virginia Beach Boulevard Virginia Beach, VA 23452 Toll Free: 800.277.2122 Parts Direct: 757.687.3483 Fax: 757.687.3490 www.checkeredflag.com

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February 2019

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February 2019

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INDUSTRY

ADVICE

Shop floor realities.

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

How Has the World of Estimating Evolved?

my bookkeeping, accounting and HR. Today, there are many more things that you have to worry about. You need to make sure your employees aren’t posting pictures of a client’s car on Facebook. You have to make sure you’re abiding by all the laws in regard to pay plans. There’s so much more time in human resources now. Today, there are so many more I-CAR classes and OEM training courses. KPIs were always important, but Hammer & Dolly: In your current role as an today there are three times as many of them industry consultant, you occasionally work that you need to manage as a business as an estimator at your client shops. A lot owner. has happened in this industry since you Things have changed a lot in the past sold your shops almost nine years ago. eight years. You really have to work smart and What are the biggest things you experience utilize technology to be efficient and effective. now as an estimator that are surprising It’s not cut and dried anymore; it’s much more when compared to the way things were back labor-intensive on the administrative side. when you ran your businesses?

H&D: What is your impression of current Mike Anderson: When I was in business, we shop-insurer relationships? Have you seen always did quality repairs. I know everybody improvements in that over the years, or are says that, but we truly did. But today, the there still major issues that haven’t been amount of time that it takes to research repair properly addressed? procedures, and the amount of sales that an estimator can handle now versus even five MA: Back then, the friction points were things years ago, has changed greatly. The amount like feather, prime and block or finish, sand of time that it takes to meet customers’ and buff – stuff that you really wouldn’t have expectations in regard to service is greater liability over. Today, the friction points are than in the past. I recently wrote an estimate more over things that have a huge amount of for a Nissan quarter panel replacement, and it liability. Today, the friction points are following literally took me five hours to research all the OEM repair procedures to a T, scanning, OEM repair procedures, calibrations and one- calibrations, etcetera. Also, I think the entrytime-use parts. Writing an estimate today is level costs for somebody to open a body shop much more labor-intensive than it ever was today are much higher than they were 10 back in the day. Eight years ago, we could years ago for the different welders, rivet guns, write a $20,000 job in four hours. Today, it’s aluminum stalls and certification fees. The not just about taking the car apart and overhead expenses are much greater. It was punching everything in. easier to make money 10-15 years ago. You In regard to human resources, I had can still make money today, but you’ve got to someone – my assistant, Tiffany – doing all work harder to get it.

This month, we “ASK MIKE” to share some of his recent experiences working as a part-time estimator as part of his industry consulting business, Collision Advice. We at Hammer & Dolly hope you find the 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.

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February 2019

H&D: Based on your consulting work, what are some of the primary issues or areas of concern that you’d like to see shops make more of an effort to address this year?

MA: Before, you could run a business by your gut. Today, everything you do has to be strategic and well thought out. You need to decide what your return on investment is going to be. In some cases, you almost have to become a specialist in certain vehicle bands. You can’t be all things to all people today; you have to determine where your focus is going to be in the future.

We use computers so much today, and you need to worry about firewalls, spam and privacy. While they should have been a concern back then, they’re not as important as they are today. There is a higher financial commitment today for IT infrastructure as opposed to 10 years ago. 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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GENUINE NISSAN PARTS

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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

February 2019

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Superior service starts with superior parts.

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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 of Annapolis 1930 West Street Annapolis, MD 21401 Toll Free: 866-280-8022 Phone: 410-224-4636 Fax: 410-224-4264

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

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INDUSTRY PERSPECTIVE continued from page 22

JP: Besides just presenting the forum and the opportunity for people to speak their minds, I’ve seen CIC address companies that were taking positions – and were leveraging those positions and the access they had to various things – that would have impacted the industry. CIC committees addressed those things, brought them forward and honestly shared the impact certain industry segments were going to feel. As a result, we’ve seen companies change their perspectives and not do something they were thinking about doing.

Those were big things that would have impacted the industry had they gone forward. The impact CIC has had is not something the entire industry recognizes right off.

H&D: Obviously, you’ve entered a new era in your own participation at CIC. How has being involved for this long impacted your career and presence in the greater industry?

JP: When you’re tapped on the shoulder and told you’ve been elected the next CIC chairman, it’s an honor. It’s very humbling.

I’ve been working full time in the collision repair industry since 1981. It’s the only industry I’ve been in; it’s all I know. I have a very supportive family; my wife, Marie, is in the industry as well [and is the owner of Automotive Training Coordinators]. It’s been humbling to be recognized by CIC as someone it believes would fit this role, and I look forward to serving and giving back to the industry in this capacity. H&D

Executive Director’s Thoughts

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February 2019

I attend every CIC meeting. You know things before anyone else by attending, and this is of great benefit to WMABA. Jeff will be a force as a chairman; he cares about education, shop issues, industry betterment and what is affecting each and every segment. The next two years attending CIC will certainly be enlightening. - Jordan Hendler

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COVER STORY continued from page 28

crummy shop. Let’s get real; this happens all the time in this industry. If this shop – a GEICO DRP – could mangle a straightforward repair on a Yaris, how are they handling $20,000 repair orders? Here are some additional questions to consider:

Why do insurers think it’s reasonable to go for the cheapest repair option when some customers – like yours truly – select a policy based on coverage and not just price? The cute little character in GEICO’s commercials that talks about how much I can “save” on insurance didn’t encourage my purchasing decision – the quality of coverage I thought I was paying for did.

I deserved more than the “most costeffective” repair method possible from my insurer. Shame on them.

Where is I-CAR in all of this? This was a Gold Class shop. Embarrassing.

Talk about a stain on the I-CAR brand.

Those nice Gold Class brochures should always be worth more than the paper they’re printed on, and I-CAR should always mean more than just a logo on the wall.

Why is this shop allowed to stay on GEICO’s program and continue to perform dealership work?

Why did I receive more calls and follow-ups from Enterprise Rent-A-Car than I ever did from GEICO and the DRP during this ordeal? What’s the real priority here?

Why was this whole situation allowed to take place when it was known from the beginning that I was a journalist who covered the collision repair industry?

Well, at least GEICO was right about one thing during this mess: I do have the right to take my car anywhere I choose. So, thanks for the friendly reminder, Mr. Gecko.

I’ll be sure never to take it to one of your shops ever again. H&D

Executive Director’s Thoughts Unfortunately, this is what we feel a lot of consumers go through during the repair process. Many don’t take notice of the job when it’s done – and its quality afterwards. I agree with Joel that the insurer should not be so hyper-focused on saving a few bucks when they could be shifting that to the quality of the entire experience and the repair itself. They’d win over a lot more customers – and keep them! - Jordan Hendler

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