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SCRS Week Recap
“Class A” Lives
June 2017 Volume 11, No. 6 $5.95
www.grecopublishing.com
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Shop owner. Monday morning motivator. Quality fanatic. CAPA convert. You didn’t build your reputation overnight. And you didn’t do it using inferior parts. Which is why CAPA created the industry’s first crash part testing and certification program over 29 years ago. To provide an assurance of quality in replacement parts for everyone whose livelihood depends on quality repairs. It isn’t always easy to spot a poor quality replacement part. One that’s ungalvanized, made of inferior material, unsafe, or lacks all the correct welds. So we do all that for you. CAPA Certified parts. The only replacement parts tested and found good enough to earn the yellow and blue CAPA Quality Seal. And the approval of shop owners like you.
TM
If it isn’t CAPA Certified, it isn’t a genuine replacement part. capacertified.org
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CONTENTS
38 SHOP
INFORMATION FOR SALE?
June 2017
CCC’s Advancements in Data Transfer Charges
Inside the latest wave to hit your bottom line. BY JOEL GAUSTEN
LOCAL NEWS 16
WMABA UNVEILS NEW ONLINE INITIATIVE
The association steps up its social media efforts. BY NICK FERNANDES
DEPARTMENTS 6
Calendar of Events
10
Editor’s Message
NATIONAL NEWS 20
26
CIC ADOPTS CONTROVERSIAL “CLASS A” DEFINITION A long debate reaches its conclusion. BY JOEL GAUSTEN
12
The national group hits the mark. BY JOEL GAUSTEN
NEW MATERIAL SUBSTRATES: ARE YOU READY?
How Audi is changing the auto world. BY LARRY MONTANEZ III, CDA & JEFF LANGE, PE
Executive Director’s Message JORDAN HENDLER
A REPAIRER DRIVEN CELEBRATION: “SCRS WEEK” HITS PITTSBURGH
TECHNICAL FEATURE 32
JOEL GAUSTEN
13
WMABA Sponsorship Page
14
What’s WMABA Up To?
14
WMABA Membership Application
44
President’s Message MARK SCHAECH, JR.
NATIONAL FEATURE 36
INSURERS AND SCANNING: A “VERY BIG DISRUPTER”
Carriers (sort of) speak out on scans and money. BY TOM SLEAR
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WMABA Board of Directors
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Advertisers’ Index
Stock Images © www.istockphoto.com
June 2017
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Industry training opportunities and don't-miss events.
CALENDAR OF
EVENTS
CLASS LISTINGS
July 24, 2017 SCRS BOARD OF DIRECTORS – OPEN MEETING Hyatt Regency McCormick Place, Chicago, IL For more info, visit ciclink.com
July 25, 2017 COLLISION INDUSTRY CONFEREN CE Hyatt Regency McCormick Place, Chicago, IL For more info, visit ciclink.com
June 1, 2017
STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIR
Hilton Wilmington/Christiana, Newark, DE ADHESIVE BONDING
King Volkswagen, Gaithersburg, MD
STEERING & SUSPENSION DAMAGE ANALYSIS
Caliber Collision Center, Randallstown, MD
June 20, 2017
June 3, 2017
June 21, 2017
MEASURING
Criswell Collision Center, Annapolis, MD MEASURING
Fairfield Inn & Suites, Easton, MD PLASTIC & COMPOSITE REPAIR
Fairfield Inn & Suites, Easton, MD
June 6, 2017
CORROSION PROTECTION
Subway Auto Body, Gambrills, MD
ADVANCED STEERING & SUSPENSION SYSTEMS DAMAGE ANALYSIS
Jones Body Shop, Bel Air, MD
SECTIONING OF STEEL UNITIZED STRUCTURES
Waldorf Toyota, Waldorf, MD
June 7, 2017
PLASTIC & COMPOSITE REPAIR
FinishMaster, Springfield, VA
June 8, 2017
FULL-FRAME PARTIAL REPLACEMENT
FinishMaster, Springfield, VA
Criswell Collision Center, Annapolis, MD AUTOMOTIVE FOAMS
FinishMaster, Springfield, VA
June 22, 2017 MEASURING
FinishMaster, Springfield, VA
June 24, 2017
WHEEL ALIGNMENT & DIAGNOSTIC ANGLES
FinishMaster, Springfield, VA
June 26, 2017
HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY
Waldorf Toyota, Waldorf, MD
June 27, 2017
SQUEEZE-TYPE RESISTANCE SPOT WELDING
Caton Auto Body, Laurel, MD
VEHICLE TECHNOLOGY & TRENDS 2016
June 28, 2017
Uni-Select USA, Baltimore, MD
WHEEL ALIGNMENT & DIAGNOSTIC ANGLES
Criswell Collision Center, Annapolis, MD
SECTIONING OF STEEL UNITIZED STRUCTURES
June 13, 2017
STRUCTURAL STRAIGHTENING STEEL
Caton Auto Body, Laurel, MD
SQUEEZE-TYPE RESISTANCE SPOT WELDING
Keystone – Linthicum, Linthicum, MD
June 14, 2017
ADHESIVE BONDING
NT Auto Body Inc., Alexandria, VA
UNDERSTANDING CYCLE TIME PROCESS
CORROSION PROTECTION
FinishMaster, Springfield, VA
Subway Auto Body, Gambrills, MD
June 29, 2017
STRUCTURAL STRAIGHTENING STEEL
King Volkswagen, Gaithersburg, MD
July 5, 2017
STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIR
Waldorf Toyota, Waldorf, MD
FinishMaster, Springfield, VA
July 6, 2017
June 15, 2017
July 11, 2017
MEASURING
FULL-FRAME PARTIAL REPLACEMENT
King Volkswagen, Gaithersburg, MD
Waldorf Toyota, Waldorf, MD
PLASTIC & COMPOSITE REPAIR
Criswell Collision Center, Annapolis, MD
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COLOR THEORY, MIXING TONERS & TINTING
June 2017
AUTOMOTIVE FOAMS
Waldorf Toyota, Waldorf, MD
July 12, 2017
ADVANCED STEERING & SUSPENSION SYSTEMS DAMAGE ANALYSIS
NT Auto Body Inc., Alexandria, VA
COLOR THEORY, MIXING TONERS & TINTING
FinishMaster, Springfield, VA
July 13, 2017
HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY
FinishMaster, Springfield, VA
ALUMINUM-INTENSIVE VEHICLE REPAIRS
King Volkswagen, Gaithersburg, MD
ALUMINUM EXTERIOR PANEL REPAIR & REPLACEMENT
King Volkswagen, Gaithersburg, MD
REPLACEMENT OF STEEL UNITIZED STRUCTURES
Criswell Collision Center, Annapolis, MD
VEHICLE TECHNOLOGY TRENDS & DIAGNOSTICS OVERVIEW
RNR Auto Body, Hagerstown, MD
July 19, 2017
REPLACEMENT OF STEEL UNITIZED STRUCTURES
FinishMaster, Springfield, VA
VEHICLE TECHNOLOGY TRENDS & DIAGNOSTICS OVERVIEW
Pohanka Honda, Capital Heights, MD
July 20, 2017
SECTIONING OF STEEL UNITIZED STRUCTURES
Criswell Collision Center, Annapolis, MD
July 26, 2017
SECTIONING OF STEEL UNITIZED STRUCTURES
FinishMaster, Springfield, VA
VEHICLE TECHNOLOGY TRENDS & DIAGNOSTICS OVERVIEW
FinishMaster, Springfield, VA
July 27, 2017
STRUCTURAL STRAIGHTENING STEEL
Criswell Collision Center, Annapolis, MD
www.i-car.com or (800) 422-7872 for info
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KEEP IT GENUINE
INSIST ON GENUINE GM PARTS
We stand behind our product, providing collision repair professionals and vehicle owners peace-of-mind and confidence. Contact these Genuine GM Parts dealers for all your parts needs: NU CAR CHEVROLET 172 North Dupont Highway New Castle, DE 19720 Phone: 800-633-6606 Fax: 800-346-5285 e-mail: parts@nucar.com www.nucar.com
OURISMAN CHEVROLET 4400 Branch Avenue Temple Hills, MD 20748 Phone: 301-899-6990 Fax: 301-899-9375 www.ourismanchevrolet.com
POHANKA CHEVROLET 13915 Lee Jackson Memorial Highway Chantilly, VA 20151 Phone: 888-266-2993 Direct: 703-502-3729 Fax: 703-968-0932 www.pohankachevrolet.com
RADLEY CHEVROLET 3670 Jefferson Davis Highway Fredericksburg, VA 22408 Phone: 800-355-8202 Direct: 540-898-0055 Fax: 540-891-2074 www.radleychevrolet.com
June 2017
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Joel Gausten
EDITOR’S
(973) 600-9288 joel@grecopublishing.com
MESSAGE The Three Most DANGEROUS Words in Collision Repair
They get in our way all the time, and most of us really mess up in how we handle them. I’m talking about those tedious “terms and conditions” notices that pop up when we just want to download something off iTunes or sign up for Internet at a hotel. I don’t think I’m going out on a limb here when I say that the vast majority of us greet these things with a slight
WMABA OFFICERS
PRESIDENT
VICE PRESIDENT
TREASURER
SECRETARY
IMMEDIATE PAST PRESIDENT
Mark Schaech, Jr. mark@marksbodyshop.com 410-358-5155 Torchy Chandler torchy.chandler@gmail.com 410-309-2242 Barry Dorn bdorn@dornsbodyandpaint.com 804-746-3928 Phil Rice phil@ricewoods.com 540-846-6617 Don Beaver don.beaver3551@gmail.com 443-235-6668
BOARD OF DIRECTORS
Rodney Bolton (rbolton@aacps.org) 443-386-0066 Kevin Burt (kevinburt@walkermillcollision.com) 301-336-1140 Barbara Chase (barbara@siskautobody.com) 301-855-5525 Ben Gibson (bgibson@harrisonbodyworks.com) 804-355-8151
ADMINISTRATION
Ashley Kruger (akruger@baughautobody.com) 804-285-8045 Bill Hawkins (whawkins@mybmwannapolis.com) 410-349-2578 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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moan of annoyance before scrolling down to check “Accept” and getting on with our lives. But in the constantly changing world of collision repair, ignoring these three magic (and potentially dangerous) words can spell absolute disaster. For example, let’s talk about DRP contracts for a moment. Did you really read through it before signing on the dotted line? Did you have your lawyer check it out before agreeing to the terms and conditions of that partnership? I know for a fact that some of you didn’t; you were just thinking about keeping the work coming in no matter what. I can sympathize with your unwillingness to cause waves and simply go along with an insurer’s guidelines – we all need to do what we need to do to make a living. But if there’s one thing I hope to accomplish through my many years as editor of Hammer & Dolly, it is to convince you to truly consider the consequences of the contracts and user agreements you sign. You might be destroying your professional future without even realizing it. While the ever-controversial PartsTrader remains perhaps the most notable example of the issues I’m addressing in this message, you need to be aware of a new development that might impact your business in an even more intrusive way. Please read this month’s cover story for the first of many discussions on this topic, and let me know what you think. We are here to provide you with important information on things that could change how you do business, and your feedback is always greatly appreciated. Now, if you’ll excuse me, I have some fine print to read. H&D
June 2017
STAFF
PUBLISHER SALES DIRECTOR EDITORIAL DIRECTOR CREATIVE DIRECTOR ASSISTANT EDITOR OFFICE MANAGER
Thomas Greco thomas@grecopublishing.com
Alicia Figurelli alicia@grecopublishing.com
Joel Gausten joel@grecopublishing.com
Lea Velocci lea@grecopublishing.com
Nick Fernandes nick@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 © 2017 Thomas Greco Publishing, Inc.
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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
June 2017
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EXECUTIVE DIRECTOR’S
MESSAGE
ith our Golf Outing coming up only a week away at the time of this writing, it always gives me pause at how grateful WMABA is to our sponsors (page 13) who not only support our association and show up for the fun, but also show up – sleeves rolled up – for a lot of other good work here and abroad. I see them doing great things everywhere I go! Spending time in Pittsburgh at CIC / SCRS “Industry Week” recently, I ran into plenty of our supporters and their national constituents who are working to help along the progress of betterment for the entire industry. Many serve in volunteer roles on committees, boards and the like to help with the creation and expansion of initiatives we all want to see happen. At CIC, there are between 300-400 people in the room, and only 25-30 percent are repairers. The rest make up the ancillary “spokes” of related industry segments. Those other folks care about the success of repairers because it means their success as well. Walk with me at CIC or SCRS events, and you’d see the faces of many who advocate for support of WMABA. The dollars they
W
Jordan Hendler
(804) 789-9649 jordanhendler@wmaba.com
“sponsor” for us mean that we can work on industry issues, attend meetings on behalf of repairers, address legislative initiatives (both good and bad) and bring relevant education and meetings to our area. These vendors, who often get put aside for self-interest, are actually crucial to our well-being and successes. They are vital to the organization. Another unnoticed and sometimes thankless job is our Board of Directors. They work on the association direction, help with individual member issues, volunteer at our events and try to get our area more connected. They are also doing their own job at the same time! It’s a great thing that we have so many committed (not to the insane asylum!) people who are willing to give so much of themselves. Please offer our supporting vendors your thanks by choosing them when a need arises and telling them directly that they are making a difference. It helps them to know that the work they do does not go unnoticed. It certainly is noticed by us! Here’s my metaphorical pat on the back to all those who “serve” WMABA! H&D
Check the WMABA website and newsletters for regular updates and reports from the Executive Director’s perspective. 12
June 2017
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THANKS
YOU WMABA thanks their generous supporters of the
LEVEL 1
Corporate Sponsor Program for 2017!
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
LEVEL 2 Automotive Training Institute Certified Automotive Parts Association FinishMaster Mid-Atlantic Paint & Supply National Coatings and Supplies WheelsOnsite
June 2017
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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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June 2017
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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LOCAL
NEWS WMABA Unveils New
ONLINE INITIATIVE
WMABA has launched a new social media and online initiative in an effort to create more dialogue between members and make the public aware of its national presence. The association recently created a Facebook group – “WMABA Mid Atlantic Collision Repair Group” (facebook.com/groups/ WMABACollisionGroup) – where members will have the opportunity to converse about industry issues and repair operations. “The hope is that we can derive meaningful work that can be done by the association,” said WMABA Executive Director Jordan Hendler. “We want members to bring up issues that we can address both locally and nationally as an association.” WMABA Secretary Phil Rice (Caliber Collision) says the association’s national involvement often goes unnoticed. He is hoping that more online activity will create awareness about how WMABA can benefit shops throughout the country. “A lot of the industry doesn’t realize the national presence that WMABA has. We’re out to serve the industry as a whole and not just a select group of shops. I think this will allow those who are not members to kind of have an inside track to what’s going on, see what we’re involved in and learn how their participation can be crucial.”
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“We have discussed allocating resources to the Internet because we feel that’s where conversations are taking place,” Hendler adds. “Although the association sees their plan as a way to enhance WMABA and draw new members, unfamiliarity with social media among certain members may be an issue. I think that the traditional method of meeting is something that people will still expect from WMABA, and we will continue to meet at least twice a year so that those folks who are used to an in person meeting will have the opportunity to get that.” Rice thinks the initiative will better suit the industry newcomers and a younger demographic. “There’s going to be a few of the old geezers who may read it, but they won’t participate in it. I really think it’s about reaching the next generation. This is not just about fixing today; this is about laying a solid foundation for a path into tomorrow.” WMABA member John Shoemaker (BASF) feels that a social media presence can also draw current members who usually aren’t active on social media. “I believe those who are not as active now will become more involved as they see activity generate on the site.” Hendler adds that the group will provide a way for members to
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Going for Facebook success.
BY NICK FERNANDES
have discussions immediately and not have to wait until the next WMABA event to bring something up. “We feel like this is a way that conversations can happen throughout the year or all the time, rather than only at meetings.” Shoemaker looks forward to reaching their target audience – and expanding it as well. “This is the most effective way to reach the industry and it will give us a broader reach, because it allows members to share information to those outside the group.” Rice says social media (as well as several other online sources) helps attract a lot of customers to Caliber Collision. “We have customers come into our centers every day saying that they looked us up on Angie’s List, Yelp or came across one of our ads on Facebook. Whether you’re a personal fan of social media or not, mainstream America is a fan; if you want to reach the masses, you have to be willing to put your presence where it will be seen by the masses.” The Secretary also pointed out that auto service associations typically don’t take advantage of social media, which he suggests is the reason why these associations are not prospering as much as they could be. “This is something that will allow us to say, ‘This is what we’re doing different.’” Shoemaker says that Facebook is the best platform to start with because of the diversity of its users. “I believe this will reach a large number of the member population. Facebook is multigenerational and used by all ages, so I think the target will be wide and not restricted to a specific group.” In the future, WMABA will look into creating a LinkedIn group and work on improving postings on the association’s website. The “WMABA Mid Atlantic Collision Repair Group” is available at facebook.com/groups/ WMABACollisionGroup. H&D
TECHNICIAN APPROVED. OEM APPROVED.
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June 2017
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GENUINE NISSAN PARTS
MAKE ALL THE DIFFERENCE.
Only Genuine Nissan Parts deliver the fit, reliability, and performance to meet your shop’s collision repair needs. So keep it original, and keep it real with Genuine Nissan Parts. Contact these Nissan dealers for all your parts needs: Passport Nissan 5000 Auth Way Suitland, MD 20746 Phone: 301-423-6930 Fax: 301-423-2965
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
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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June 2017
Fitzgerald Lakeforest Subaru 905 North Frederick Ave., Gaithersburg, MD 20879 Phone: 301-670-4881 Fax: 301-670-1595
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NATIONAL
NEWS CIC Adopts Controversial “Class A” Definition At the Collision Industry Conference’s recent Pittsburgh
meeting, participants voted to adopt the final draft of the CIC
Collision Repair Provider (a.k.a. “Class A”) Definition, which will
be updated “annually or as necessary.” Of the 143 CIC
participants who voted, 53 percent voted in favor of adoption. The
decision was made during a presentation by the CIC Definitions
Committee, which recently announced the naming of former
WMABA President Barry Dorn as co-chair.
The final vote follows years of inter-industry debate
surrounding the controversial document, which some have
WMABA Executive Director Jordan Hendler shared that her
association took issue with the Class A definition as currently written.
“The repairers who make up our Board have been very vocal
to me that we no longer need this definition in the marketplace. Because of advancement of OE certifications and I-CAR
designations, there are a lot of things in the marketplace now that are creating the differences in repairers…The repairers who are differentiating themselves have the means and methods in the marketplace to do that now, which they did not have when this
document was needed and relevant...Our association believes that this [definition] is no longer necessary.”
SCRS Treasurer Amber Alley (Barsotti’s Body & Fender, San
Rafael, CA) voiced concern that CIC potentially overstepped its
bounds by carrying on work in establishing a “Class A” definition for repair facilities.
“It’s the mission of CIC to mutually discuss issues and find
criticized as being outside CIC’s scope and function. The
common ground. For the years that I’ve been coming here, it has
vote to adopt the document or sunset the effort altogether. The
Creating terms…or levels of repair feels outside the scope of that
Pittsburgh meeting served as an opportunity for the CIC body to
voting took place following a lengthy open discussion on the
matter led by Committee Co-Chair Chris Evans (State Farm)
and featuring several members of the CIC body.
really felt like we’re not finding common ground on this issue. mission.”
Assured Performance Network CEO Scott Biggs reminded
attendees that while CIC can make recommendations to the
industry on how shops should conduct themselves, it doesn’t have the power of a traditional enforcement agency.
“This body has no legislative [strength] or authority over
anybody, so it doesn’t matter whether you vote for it or against it,”
he said.
Aaron Schulenburg, executive director of the Society of
Collision Repair Specialists (SCRS), expressed his association’s disapproval of the draft in its current form, noting that his
members had encouraged the association representatives in attendance to vote against it.
“The objective here is to define terms that are used in
collision repair. What this feels more like to me is the definition of
an ideal rather than a term. The definition or meaning of ‘collision repairer’ may be ‘one who performs collision repair on damaged
Chris Evans (State Farm) called the Class A vote “a milestone decision.”
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June 2017
vehicles.’ This defines or attempts to define maybe what we want to see in that person. There’s a big difference there, and that
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A critical vote in Pittsburgh. BY JOEL GAUSTEN
For more insight into the “Class A” issue, check out these recent Hammer & Dolly articles available for free at grecopublishing.com: A Forum for the Future? The Changing Face of CIC (H&D, March 2016)
“Don’t Do It:” Repairers Push Back Against CIC “Class A” Project (H&D, June 2016)
ideal may be different for those on the Committee versus those in the room
versus those in the industry and those who create the vehicles. Those ideals
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may differ depending on which vehicles are being fixed.”
Prior to the vote, Evans remarked
that the CIC was about to make “a
milestone decision” on a crucial industry topic, but later stressed that the Class A document should not be viewed as a mandate.
“The draft that’s in front of you is
truly just a definition. It is not a box that this Committee has any intentions of
putting any organization into or making
or placing any requirements on
anyone...The Committee does not feel strongly one way or the other…The
wisdom of this body is really what drives the decisions and where we act.”
A PDF of the Definition can be
downloaded at ciclink.com/workproducts/. H&D
June 2017
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Checkered Flag Hyundai 3033 Virginia Beach Blvd. Virginia Beach, VA 23452 Phone: 757-687-3463 Fax: 757-687-3468 hyundai.checkeredflag.com
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NATIONAL
NEWS A Repairer Driven Celebration: “SCRS Week” Hits Pittsburgh For years, April has been a special time for the Society of Collision Repair Specialists (SCRS), which traditionally hosts its annual “SCRS Week” to coincide with that month’s Collision Industry Conference (CIC). The recent SCRS Week in Pittsburgh provided a full schedule of industry presentations and educational events while also celebrating a number of industry members who go above and beyond in serving the collision repair community.
An Association in Motion SCRS members and other repair professionals who attended the Board of Directors Open Meeting gained an inside view of a group committed to addressing the industry’s biggest issues. In his update to attendees, Executive Director Aaron Schulenburg detailed a number of recent and/or ongoing SCRS activities, including co-hosting the 2017 NORTHEAST® East Coast Resolution Forum & Leadership Meeting in New Jersey in March and establishing a Grant Research
initiative to better identify governmental and foundation financial opportunities for workforce development in regional, state and national levels. Not surprisingly, the Society is heavily engaged in assisting repairers in gaining a better understanding of the need for OEM-recommended scanning, calibration and diagnostic work. The Open Meeting featured “The Skinny on Scanning,” a special presentation by Technical Committee members Toby Chess and Kye Yeung. Highlights of the talk included an extensive overview of the importance of the steering angle sensor and electronic stability control in modern automobiles. The meeting further reinforced the topic, closing with the premier of SCRS Education Committee Presents Scanning, Diagnostics and Calibration (tinyurl.com/jwkzsmk). Above all, Chess and Yeung stressed that technicians need to have a genuine understanding of current crash avoidance technologies before even attempting to repair today’s vehicles. Even something as apparently simple as windshield replacement can be deadly if that OEM glass – which now often contains built-in sensors – is disregarded in favor of installing an aftermarket product. Additionally, dependence on dashboard lights is also becoming increasingly hazardous, as the absence of a light doesn’t necessarily mean that no problems exist in the car. Echoing the presentation’s sentiments, Schulenburg reiterated SCRS’ support of OEM-recommended/required repair procedures. “In 2011, SCRS stood at the front of CIC with the other national associations and Assured Performance, and we put out a joint statement specifically recognizing the OEM repair procedures as the standard of repair for our industry. It wasn’t before scanning was necessary, but it was before scanning, calibration and diagnostics were a real focal point for collision repairers. This is exactly the type of repair procedure that we were referencing when we issued that statement.”
The new SCRS Board of Directors. Left to right: Trace Coccimiglio, Jeff Kallemeyn, Paul Sgro, Amber Alley, Tim Ronak, Mark Boudreau, Bruce Halcro, Dave Gruskos, Michael Bradshaw, Kye Yeung, Brett Bailey, Andy Dingman. Not pictured: Mark Schaech, Jr.
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Education meets innovation. BY JOEL GAUSTEN
SCRS Corporate Sponsors help the association achieve its many goals.
In other news, SCRS discussed ongoing member feedback following legislative developments involving the use of photo appraisals in states including Delaware, Virginia, Massachusetts and Pennsylvania. It is the association’s position that using photo estimating in the place of a personal inspection by a professional appraiser can potentially cause safety and economic concerns for consumers if additional damage is not seen in the photographs. “There are carriers that are actively marketing [to customers] to go get a picture taken and go settle claims in that matter versus going through a shop and getting an estimate,” Schulenburg said. “The consumer has a perception that they have a more efficient process. In reality, processes that create more supplements or create more steps along the way actually reduce efficiency. National news outlets have reached out to us looking for more insight and more information and for our help in connecting them with news coverage of those issues in the states that were going through that legislative process. We also offered the contacts directly in those states to share what they have seen since those laws have passed.”
Words from the Tech Revolution In addition to the Open meeting, SCRS’ 2017 Repairer Roundtable further explored the changing world of automotive technology and the demands surrounding it. The early morning gathering boasted three distinct presentations designed to offer real-world information and perspectives on what the future will hold – and what is required to ensure safe and dependable repairs in the present. Corey Harper, a doctoral candidate at the Civil and Environmental Engineering Department of Carnegie Mellon University, got the Roundtable rolling with a discussion on the cost and benefit estimates of partially automated crash avoidance technologies. He explained that the motivation for Carnegie Mellon’s research into the topic was the National Highway Traffic Safety Administration’s desire to consider collision avoidance technologies when giving out five-star crash ratings. The need for crash avoidance systems is growing; according to Harper’s
statistics, the number of fatal crashes increased by about seven percent in 2015. “This is the biggest hike we’ve seen in a one-year span in about the last 50 years,” he said. According to Harper, “Highly automated vehicles could very well be on our streets and roadways within the next decade. Many automakers are already putting advanced automated features on cars such as adaptive cruise control.” As far as how this could impact the auto body world, he noted that shops can expect a decrease in rear bumper, quarter panel and door repairs as these advancements continue to unfold. Although these technologies will lead to a decrease in accidents and subsequent repairs, the cost of repairs to these vehicles will be higher than what is currently seen in the marketplace. Kaleb Silver, senior product manager for Hunter Engineering Company, gave a presentation that offered insight into the rapidly advancing technology found on current vehicles – especially in the area of Advanced Driver Assistance Systems (ADAS) – and the impact these systems have on commonplace services such as wheel alignments. “As of 2016, there are over 50 million vehicles that are estimated to be on the road that have a steering angle sensor, which required a reset after a wheel alignment according to OE service documentation. This is a fairly significant chunk of vehicles that you are likely to see in your shops on a regular basis.” With these and other technologies drastically impacting how vehicle repairers are conducted in 2017 and beyond, it is crucial for technicians and estimators to have access to concise, easy-to-follow information on acceptable procedures. During the third and final Repairer Roundtable presentation, OEM Collision Repair Roundtable President John Eck (General Motors) discussed his group’s efforts to bridge the knowledge gaps that exist in the field. This includes the ongoing promotion of oem1stop.com (a resource for OEM position statements and other repair information) in addition to working with Mike Anderson (Collision Advice) and other experts in developing crib sheets and other ways to June 2017
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Beloved industry educator Toby Chess (right) received the SCRS National Lifetime Achievement Award.
Bob Smith of Smith Consulting (far left) was presented with the SCRS Regional Lifetime Achievement Award.
Janet Chaney (Cave Creek Business Development) with her SCRS Collision Industry Individual Service Award
AASP/NJ was the recipient of the 2017 SCRS Affiliate Association Award. Left to right: SCRS Chairman Kye Yeung, AASP/NJ Executive Director Charles Bryant, AASP/NJ President Jeff McDowell, AASP/NJ Administrator Alicia Figurelli (Greco Publishing), SCRS Executive Director Aaron Schulenburg and Barry Dorn (SCRS past chair)
improve accessibility to the information that’s already available. Additionally, he noted that the OEM Collision Repair Roundtable is looking into how to “commonize” the various OEM certification programs to help repairers navigate how each one is designed and what their individual requirements are to join. Eck urged attendees to actively seek out as much OEM information as possible to help combat what I-CAR has famously called the “technical tsunami” currently touching down across the country. “It’s here, and it’s upon us now,” he said.
Awards and Appreciation Away from addressing industry issues, SCRS showed its appreciation for key members of the automotive field during the annual Corporate Member Recognition and Awards Luncheon. The festivities kicked off with the announcement of the 2017 SCRS Board of Directors: Chair – Kye Yeung, Vice Chair – Brett Bailey, Director at large – Michael Bradshaw, Treasurer – Amber Alley, Secretary – Bruce Halcro – Secretary, Past Chair – Andy Dingman, National Directors – Trace Coccimiglio, Paul Sgro, Tim Ronak, Mark Boudreau, Jeff Kallemeyn, Dave Gruskos and current WMABA President Mark Schaech, Jr. (Go to
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page 44 to read Schaech’s thoughts on his new role in SCRS.) Schulenburg praised the Board members for their dedication to bettering the auto body profession. “These are people who serve as volunteers, and they serve tirelessly. They run businesses at home that are highly successful and very busy, and they take time away from their families and those businesses and take money out of their pockets to be here and participate because this industry matters and they want to see it be as great as it can possibly be.” Outgoing SCRS Chair Andy Dingman expressed his appreciation to the Board for their help in making his time fronting the association a successful endeavor. “I certainly want to thank all of you who continue to support SCRS in every facet and every way. Because of the support that you all give, we’re able to deliver on our mission to educate, inform and represent this great industry.” In his first public remarks as SCRS chair, Yeung noted the significance of fronting such a vital and long-running industry entity. “The founders of SCRS had a vision to create a national organization and give collision repairers a voice – a voice for safe and
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proper repairs for the consumer. It’s this heritage that I feel obligated to carry on.” Awards presented during the Luncheon included the Collision Industry Individual Service Award (presented to Janet Chaney of Cave Creek Business Development), the Regional Lifetime Achievement Award (presented to Bob Smith of Smith Consulting), the National Lifetime Achievement Award (presented to Tony Chess) and the Affiliate Association Award (presented to the Alliance of Automotive Service Providers of New Jersey). Awards of appreciation were also presented to SCRS’ Corporate Members for their ongoing support of its efforts throughout the year. (A complete list of current SCRS Corporate Members is available at tinyurl.com/ks3zkpd). As SCRS Week proved, the national group remains as relevant and critical to the industry as it was when it formed way back in the ’80s. Perhaps the best way to sum up the association’s ongoing success is to share these words spoken by SCRS Administrator Jeff Hendler during the Awards Luncheon. “We stand on the shoulders of those who come before us to reach for the goals we set for ourselves. Nothing could be truer of SCRS. We have a fine history, and I can tell you we’ve got an even better future.” For more information on SCRS, visit scrs.com. H&D
Executive Director’s Thoughts
industry get-togethers like “sCrs Week” are the foundation of great relationships for many of these repairers. it is an outlet, a calling and a camaraderie not found anywhere else. if you want to feel like you’re “part of something big,” then you need to get to the week-long events found with each CiC. i highly recommend booking your flight for seMa! need help? Call me! - Jordan Hendler
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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!”
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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
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roy.easter@koons.com
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TECHNICAL
FEATURE NEW MATERIAL SUBSTRATES: ARE YOU READY? The recent Ford F-150 program has taught us that not everyone is equipped, trained or even prepared for what is to come. Those repair shops that have been involved in the real Certified Collision Repair Facility programs (CCRFs) that require specific training and equipment (and have been involved in steel and aluminum repairs for years) have not had many issues with the newer models and designs. But this is an extremely small number of CCRFs in the USA, estimated (after the overlap of a CCRF on multiple OEM programs) at approximately 500-550 facilities. Those numbers get even scarier when we look just at those technicians who are structurally certified for aluminum welding, which would be approximately just under 1,500 total. There are approximately 37,000 registered shops in the USA, of which most are not equipped or trained to repair modern vehicles. Some of these shops have no business even touching some automobiles. In March’s Collision Hub Repair University live show, Collision Hub’s Kristen Felder and I discussed GM vehicles and repair procedures with Jason Bartanen of I-CAR. Jason and I chose the Cruze quarter panel replacement as an example. Well, the new Cruze replacement procedures require silicon bronze, rivets and STRSW and no MAG welding. The procedure is very similar to MercedesBenz C-Class and E-Class vehicles. Some OEMs are designing their newer models as mixed-material or hybrid-construction vehicles, utilizing aluminum and steel panels joined together (like the 2016 Cadillac CT6 and 2016-and-up Audi Q7 and TT). These hybrid construction-type vehicles generally will require bolt or rivet bonding on aluminum-to-steel mating flanges and STRSW on steel-to-steel mating flanges. Another hybrid or mixed-material design incorporates aluminum, steel and carbon fiber as part of the structure. Plastic composites, fiber reinforced plastics (FRP), sheet molded compounds (SMC), reinforced reaction injection molding (RRIM) and reaction injection molding (RIM) – although still utilized for components on vehicles – will soon be replaced with nanoplastics, carbon-fiber reinforced polymer (CFRP) and carbon nanofiber. Repairs to these newer plastics will be very similar to the repairs for plastic that we have been utilizing for the past 15 years, but with only a few changes (such as adhesive type and heat curing). Conversely, if the damage extends to the edge of the component,
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then it will require replacement in many cases. BMW was the first company to introduce a mass-produced, triple-material or multimixed-material hybrid construction vehicle with the all-new 7 Series (G12) in Model Year 2016. The G12 body is an AHSS, aluminum and CFRP-mixed construction, and BMW claims the new 5 Series, X5 and X6 models will all be built similarly when the platforms get an upgrade over the next few years. Once again, it is imperative that the repair facility employees (estimators, managers, technicians and even painters) review and understand the OEM repair procedures and protocols and adhere to them. Many OEMs will require their branded adhesive material, while others will allow choices from multiple adhesive brands. In the future, expect more advanced steels – thinner, lighter and stronger than what is available now. Expect more aluminum outer panel components (both bolt-on and affixed), carbon fiber components and multi-mixed material hybrid construction vehicles. All repair facilities will need to invest in equipment and training, and we predict more OEMs will restrict replacement components to those shops who are certified by the OEM, which brings us to the all-new Audi A8 for Model Year 2018. This vehicle will mix four substrates to make up the all-new Audi Space Frame (ASF), multiple different strengths of advanced steels, aluminum, CFRP and magnesium. This ASF multi-mixed material will make the vehicle lighter (fuel economy) and safer and add more torsional rigidity to the overall driving feel of the vehicle. The BMW G12 is one innovation in advanced design, and now Audi has upped the design technology with what we feel is more of a straightforward design that could eventually be seen in more economical vehicles. The CFRP utilized in the A8 is an ultra-high-strength, torsionally rigid rear seat panel (behind the rear seats and package tray) and is the largest single component in the occupant cell of the new Audi A8. Audi says this panel contributes 33 percent to the torsional rigidity of the total vehicle. To optimally absorb longitudinal and transverse loads as well as shearing force, the panel is constructed from between six and 19 fiber layers that are placed one on top of the other, ensuring a load-optimized layout. These individual fiber layers consist of tapes 50 millimeters wide and can be placed individually in a finished layered package. The innovative direct-fiber layering process specially
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Revolutionizing auto structures and repair.
BY LARRY MONTANEZ III, CDA AND JEFF LANGE, PE
developed for this purpose makes it possible to entirely dispense with the normally needed intermediary step of manufacturing entire sheets. Using another newly developed process, the layered package is wetted with epoxide resin and sets within minutes. There will likely be no repair to this panel, and any damage will require replacement. A high-strength combination of hot-formed steel (martinsite) components make up the occupant cell, which comprises the lower section of the front bulkhead (fire wall/dash panel), the side sills, the Bpillars and the front section (A-pillar/Windshield Post) of the roof line (upper inner roof rail reinforcement). Some of these sheet metal blanks are produced in varying thicknesses, using tailoring technologies (tailorrolled), while other blanks undergo partial heat treatment. Tailor-rolled and heat treatment processes allow for a profile that reduces weight and increases the strength, especially in areas of the vehicle that are particularly critical for safety. Audi says aluminum components make up 58 percent of the new A8 Audi Space Frame (ASF) and body. Aluminum is the largest portion in the mix of materials. As with the previous ASF design, cast nodes, extruded profiles and sheets are utilized in the new one, but the new heat-treated and ultra-high-strength cast alloys attain a tensile strength of significantly higher value than seen previously. The final addition to the intelligent mix of materials is the magnesium strut brace. Aluminum bolts attach the strut brace to the upper strut tower domes and front upper bulkhead, which adds to the body’s high torsional rigidity. In the event of a frontal collision event, the applied impact forces generated are distributed to three impact buffers in the front end, which assist in the directing of the collision pulse. Additionally, the use of magnesium for this brace contributes a 28 percent weight savings over the previous design. There are 14 different joining processes, and some new advancements in joining are seen for the first time on a production vehicle, including roller hemming at the front and rear door cutouts (openings on the uni-side or door rings). This mechanical, “cold” technology is used to join the aluminum side wall frame (uni-side panel – “cosmetic”) to the hot-formed, ultra-strong steel sheets at the B-pillar, roof line and sills (inner reinforcements – “structural”). Audi says that in this process, engineers were able to make improvements at the door cutouts (compared to the predecessor model) that in turn make getting in
and out of the car even more comfortable (and widens the driver’s field of vision around the A-pillar, an area that is key to safe driving). For “hot” or “warm” joining processes, Audi really is in a class by itself by its development of remote laser welding for use with aluminum. Exact positioning of the laser beam during welding reduces the risk of hot cracking during the production process. The new process makes it possible to precisely control the penetration depth of the laser by means of the heat input, and computer-controlled sensors can immediately determine the gap width between parts being joined. Adjustments to the amperage can be made instantaneously. As we have mentioned in previous articles, in 1994 the Audi A8 was considered the first mass-produced aluminum-intensive vehicle. It was also the first time the world saw the ASF, which established presence in the automotive world. Since 1994, Audi has built more than 1 million production cars with the ASF design, and Audi has been continually building upon its know-how in the use of materials and joining techniques.
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TECHNICAL FEATURE continued from page 33
BMW first brought us the first mixed-material construction design with the 2004-2010 5 Series/E60 and 6 Series/E63, followed by Audi with the 2006-2014 TT/8J and 2015-Present TT/8S, then Porsche with the 2010-2016 Panamera/970. Most recently, we’ve seen the MercedesBenz 2014-Present S-Class/W222, BMW 2016 7 Series/G12, Cadillac 2016 CT6, Audi 2016-Present Q7/4M and now the all-new Audi A8 (and the D5 and 5H, if that’s what they will ultimately be called) steps up the advancement in vehicle design. But where does this leave most collision repairers? Unfortunately, out of business for the facility owners who refuse to invest in training, and out of work for technicians who refuse to train and get educated. Additionally, the mindset must change; the old motto of “real body men fix it, those not skilled change parts” is not relevant or true. As an industry, we must better ourselves by staying updated on training and education on the procedures and protocols that the OEM has laid out for us. This is why there are parts restrictions on most of these advanced designed vehicles. It is truly time to wake up and step up – or time to walk away.
Larry Montanez, CDA is co-owner of P&L Consultants with Peter Pratti Jr. P&L Consultants works with collision repair shops on estimating, production and proper repair procedures. P&L conducts repair workshops on MIG & Resistance Welding, Measuring for Estimating and Advanced Estimating
Skills. P&L also conducts investigations for insurers and repair shops for improper repairs, collision reparability and estimating issues. Larry is ISO 9606-2 Certified for Audi and Mercedes-Benz and is a certified technician for multiple OEM Collision Repair Programs. P&L can be reached by contacting Larry at (718) 891-4018 (office), (917) 860-3588 (cell) or info@PnLEstimology.com.
Jeff Lange, PE is president of Lange Technical Services, Ltd. of Deer Park, NY (www.LangeTech.net). Jeff is a Licensed New York State Professional Engineer who specializes in investigating vehicle and component failures. Lange Technical Services, Ltd. is an investigative engineering firm performing forensic vehicle examinations and analysis for accident reconstruction, products liability and insurance issues. Jeff can be reached at (631) 667-6128 or by email at Jeff.Lange@LangeTech.net. H&D
Executive Director’s Thoughts
With the highest density of repairers in the country, only a handful of repairers in our entire region are qualified to fix the f-150 aluminum, and they’re doubly scarce when it comes to the oeM certifications like tesla, porsche, audi, VW, nissan, etc. Larry and Jeff leave the door open (to walk out), but it is truly scary when we are talking about families getting in cars not fixed with proper equipment or repair processes. - Jordan Hendler
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NATIONAL
FEATURE Insurers and
Scanning: A “Very Big Disrupter” State Farm Claim Consultant/P&C Claims Chris Evans calls pre- and post-repair scans “a very big disrupter,” one of the biggest he’s experienced in his 30 years with the company. The amount of money associated with the procedures is relatively small, yet the discussions that accompany them persist, popping up again and again like in Whack-A-Mole. In an effort to provide direction, a number of car manufacturers published position papers last year that offered clarity but came with additional confusion. For example, General Motors said this in October: “All vehicles being assessed for collision damage repairs must be tested for Diagnostic Trouble Codes during the repair estimation. Additionally, the vehicle must be retested after all repairs are complete.” In their statement issued last June, Nissan agreed with GM up to a point. All Nissans should be scanned following a collision repair, but pre-scans are recommended only “where appropriate.” Mark Allen, the collision programs and equipment manager for Audi, has not yet written a position statement, but based on what the company’s engineers tell him, he’s inclined to go with only post-repair scans. He believes pre-repair scans have a higher probability for abuse than use. “It depends on what machine you use, who does [the scan], and do they follow the guided fault finding in the repair,” he says.
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Small wonder that Evans says, “I would like to have the car companies play a more specific and definitive role in this.” Then there’s the matter of the estimating companies. The portion of the collision repair industry that’s supposed to do the studies and come up with the times for specific repair procedures has been missing in action when it comes to scans. As Evans observes, “The estimators really need to be front and center.” The insurance companies apparently are boxing shadows when it comes to tackling the matter of whether to pay (and how much) for scans. In an effort to get a more precise sense of what they are thinking, Hammer & Dolly contacted the 10 largest auto insurers in the United States and the largest international insurer. State Farm and GEICO, numbers one and two in the American market, responded with interviews. Numbers three, five and seven – Allstate, USAA, and Liberty Mutual – showed interest, but didn’t come through with anyone to talk to before deadline. Farmers (#6) and Nationwide (#8) said they didn’t have anyone available to discuss the issue. Travelers (#10) declined to participate. Progressive (#4) and American Family (#9) did not respond. Chubb, the large international company, went with “no comment,” an understandable reaction after the media relations disaster precipitated in December by one of its regional US tech specialists who proclaimed
in an email that Chubb would allow pre- and post-repair scans on all cars 1990 model year and later. No sooner did the email hit the street then Chubb labeled it premature and proceeded to walk it back, saying that the company policy is to evaluate each repair for the worthiness of pre- and/or post-repair scans. An 18 percent success rate isn’t what was hoped for, but the two who did cooperate are the largest automobile insurers in the country. State Farm and GEICO have a combined market share of just under 30 percent. Joe Lacy, GEICO’s director of performance review – “I manage the folks who go out and audit our adjusters,” he says – insists that GEICO feels pre- and postrepair scans are needed and will pay for them. “We are not going to argue,” he says. “All the manufacturers say it’s necessary. We’ve made the commitment. We are going to do it. How do you argue with manufacturing? It’s a requirement.” Within GEICO, the problem isn’t resistance, but inertia. In all large corporations, there’s perfunctory communication and real communication. The former is the plethora of emails and memos that employees barely read and rarely follow. The latter is the notes and guidance from direct supervisors that indicate clearly what action needs to be taken. The former travels quickly
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Perspectives on payment and procedures. BY TOM SLEAR
but has little effect. The latter travels slowly and oftentimes inaccurately, yet it’s what ultimately moves organizations in one direction or another. GEICO employs some 3,000 adjusters. Lacy would like to say they are all on the same page, but he knows better. The approach from a GEICO adjuster should be: If the scan makes sense, then GEICO will pay for it. “If the shop can do [a scan] in-house – fine,” he says. “If subbed out, we’ll pay the rate as long as it is competitive. I understand this is a mechanical procedure, and those rates are solid.” State Farm is more nuanced in their approach. Though Evans claims the company pays for scans “a lot,” the company is not yet ready for a final decision. For now, it’s a caseby-case basis. “We’re still in a learning mode,” he says. “We’re perfectly fine paying for this procedure as often as we do, but the problem is that there are still a lot of unknowns. We’ve seen scanning being requested anywhere from a half hour of labor time from a body shop because they have the tools and equipment to do it themselves, to $600 from another shop because they send a car down the road to a dealership. We just hope the estimating companies move quickly on this, but also accurately. We would hate for them to come out with a cursory approach.” However that turns out, Evans has one pointed piece of advice for collision repair shops: “In my personal opinion, body shops will have to make an investment. I don’t see scan tools as much different than needing a piece of frame equipment that fixes a unibody properly or changing a paint system from a conventional system to a waterborne system. The shops are going to need the equipment in-house. It’s a natural progression.” H&D
Executive Director’s Thoughts
there is no doubt that scanning and calibration is as much of an issue as when the unibody rolled out! Yes, that’s right! there is nothing more important to a repair than making sure the safety systems on today’s vehicles are all working properly (read: Lane Departure, park assist, radar, stability and more!) - Jordan Hendler
Tom Slear is a freelance writer based in Annapolis, MD. He has written extensively about the collision repair industry over the last 30 years.
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COVER STORY
“The problem here is freedom of information. Shops are giving up 100 percent of their freedom to do business.” When ComputerLogic CEO Rick Palmer made this statement during the recent CIC meeting in Pittsburgh, he effectively voiced the concerns being expressed by a growing number of industry members over CCC’s new Secure Share network (cccsecureshare.com). Set for full implementation in April 2018, Secure Share will come with a $0.50per-estimate fee for vendors to receive BMS data. According to analysts, the estimated revenue generation to CCC from the new BMS business model could cost the industry as much as $100 million. Additionally, the network’s user agreement comes with some strong – and potentially unsettling – verbiage that shops and vendors need to know about now. Here are just a few examples (made available at CIC by the Open Systems, Data Access and Sharing Task Force):
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CCC in the hot seat.
BY JOEL GAUS TEN
Terms and Termination. CCC may terminate this Agreement and revoke access to Account Information for any reason, upon notice to you.
Choice of Law; Binding Arbitration; Class Action. This Agreement does not permit class arbitration or any claims brought as a plaintiff or class member in any class or representative arbitration proceeding. No arbitration will be combined with another without the prior written consent of all parties to all affected arbitrations or proceedings. BY AGREEING TO THIS ARBITRATION PROVISION, THE PARTIES UNDERSTAND THAT THEY ARE WAIVING ANY RIGHT TO SUE IN COURT AND HAVE A JURY TRIAL AS WELL AS ANY RIGHT TO PARTICIPATE IN A CLASS ACTION OR IN CLASS ACTION PROCEEDINGS.
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June 2017
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Considering the massive impact that CCC’s latest move could have on the industry at large, WMABA Executive Director Jordan Hendler is already being put to work from calls and questions from area shops trying to understand the potential dangers or challenges the changes could pose. “The concerns we have heard from repairers are largely related to the likelihood of downstream costs that will be passed along. As in many other cases, collision repairers often have very little capacity to recoup in the course of repairs. Many things in our industry get pushed back to the repairer, and profitability is constantly being eroded. Vendors are supposedly not allowed to charge the customer directly for these integration costs, but will it present itself in overall product costs, or does that mean we could lose some of our vendor population? Maybe. So, that means less options for repairers to choose from also. It’s not a good scenario for anyone when the costs of things in the normal course of business go up – and possibly dramatically.” Additionally, Hendler is quick to express apprehension over the clear data ownership issues raised by the Secure Share platform. “There is the concern of who owns the data – the shop or CCC – but what about the question of who benefits from it? Even if the repairer ‘owns’ their data, they are being required to pass along the authority or right to use it in a way that benefits others. Additionally, this becomes paramount to the discussion when you consider that the agreements stipulate that vendors can be removed from the system any time for any reason. Having the capacity to have your raw data locally stored, backed up and in usable format has been a key discussion point for that reason.” Hendler cautions that many shop owners could look at this situation and decide that they have no choice in the matter due to their current arrangements with their insurance partners. It could also be argued that their current arrangements with insurers may not allow them to grant CCC the permissions they are looking for, either. “They really do not have much, if any, choice, and that is a big part of the problem. There are two other vendors, but if insurance partners dictate [that one is used], then it becomes a business decision with few alternatives.” Of course, the executive director is not alone in her frustration. “I think the largest issue with Secure Share is the control,” offers past WMABA president and Virginia-based shop owner Barry Dorn.
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“This conversation would not even be happening if it wasn’t for the fact that CCC controls upwards of 70 percent of the industry in terms of the amount of people using their products. When you talk with shops and vendors, there seems to be a lot of things that are unknown. CCC does a great job of managing the message and putting a palatable spin on their approach, but the feedback we are getting from many of the entities who will be impacted is very different. A lot of people I’ve talked to in the industry feel this is an exercise in leveraging market share to gain further control and increased reliance. The technology they have introduced is in fact beneficial, but the implementation of how is what is concerning.” Dorn warns that vendors could find themselves in a bad way once these charges to utilize Secure Share start to add up – especially if they are not allowed to pass that cost on to the customer. “I recognize that introducing new costs to my suppliers – ranging from management systems, rental agencies, parts suppliers, parts procurement software, CSI companies, certifications, consumer updating apps and more – is very likely going to have a direct impact on my business. They may not be able to honor all the discounts that they’ve given me in the past. This will change how shops and vendors do business. You can’t inject millions of dollars’ worth of cost into the system and expect that not to cost everyone. The challenge is, with years of stagnated Labor Rates to prove my case, it’s not nearly as easy for collision repairers to turn around and do the same. The numbers just don’t work; the industry is not that profitable on any side – whether it’s the shop, the vendor or the insurer – to be able to absorb that kind of cost…Every supplier I’ve talked to is very concerned about this; they’ve said they would be fools to sign the agreement. “I think what really needs to happen is that every collision repair business needs to sit down and make a list of what systems you utilize today that rely on estimate data,” he adds. “I would look at how many ROs you process and the cost per year, and who touches those files. I would call those companies and ask them very directly how they will be impacted – what will they do with the incurred additional expense and what will their strategy be after April of next year. Asking questions will help everyone individually gain a better understanding of the direct impact on their business.” To try to gain some tangible insight into CCC’s ultimate plans for Secure Share, the CIC Open Systems, Data Access and Sharing Task Force (under the leadership of Frank Terlep of Repairify Inc.) sent CCC
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“You can’t inject millions of dollars’ worth of cost into the system and expect that not to cost everyone.“ - Barry Dorn a series of questions concerning how the program works, data rights and agreement terms. CCC’s answers were distributed at the Pittsburgh meeting and are available in full online at tinyurl.com/l22ze6w courtesy of Repairer Driven News. (Readers are strongly encouraged to review this document.) CCC provided the following statement along with their responses:
Under the program, third parties that currently pull EMS extract data from collision repair systems, both in an authorized and unauthorized manner, will be directed to Secure Share to access estimate data via BMS formatted messages when authorized by a repair facility to do so. After an introductory period to allow all affected parties to get up to speed, such third parties will be subject to the Secure Share program per unique workfile fee. Repair facilities will control the flow of data via Secure Share by configuring CCC ONE Estimating (“CCC ONE”) to permit data sharing with third party applications of their choosing. Although not grounded in fact, we have heard of concerns that CCC will unfairly manage the Secure Share program, or even slow data flow for competitors. As evidenced by the terms of the program as well as its rollout, a fair approach has been taken to make Secure Share accessible and not to adversely impact either application providers or CCC customers while achieving the core objectives of the program. As many of you are aware, in the past several months we have worked with application providers to resolve concerns regarding the program. CCC takes seriously the provision of data control and data security to its customers. Any other conclusions as to the intent of the program or the terms around it are simply unfounded.
While CCC’s responses to CIC’s inquiries might offer intriguing food for thought, it doesn’t hide the fact that the company didn’t send a single representative to two CIC meetings in a row – thus seriously hindering any truly productive discussions on the matter. What does Hendler think CCC’s continued absence at CIC says about the current state of this issue? “It says to me that CCC is tentative to go down the path of open commentary,” she replies. “Whether that is to reserve determinations, or to avoid implications, it is all yet to be seen. I know there is a lot going on behind the scenes, and that does give me hope that something better for resolution can be found.” CCC has offered to meet with the Open Systems, Data Access and Sharing Task Force, although the meeting has not yet occurred. Until then, it appears likely that many will continue to question – and perhaps dread – the effect this new platform will have on this industry. “This is a bigger deal than PartsTrader,” Dorn says. “This touches everything and everyone who is in the collision repair space. Period.” H&D
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Alexandria Volkswagen 107 West Glebe Rd. Alexandria, VA 22305 703-684-7007 Fax: 703-684-4138
Checkered Flag Volkswagen 3025 Virginia Beach Blvd Virginia Beach, VA 23452 Parts Direct: 757-687-3465 757-490-1111 Fax: 757-687-3514
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
www.checkeredflag.com
e-mail: parts@fitzmall.com www.fitzparts.com
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
e-mail: rockvilleparts@ourismanautomotive.com www.ourismanvolkswagenofrockville.com
e-mail: vwwholesale@ourisman.co
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Fitzgerald Volkswagen 114 Baughmans Lane Frederick, MD 21702 Toll Free: 800-545-4745 Fax: 877-696-1841
June 2017
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 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
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Mark Schaech, Jr.
(410) 358-5155 mark@marksbodyshop.com
PRESIDENT’S
MESSAGE
Hendler on Schaech:
“A Huge Advocate for Consumers”
MY NEW CHAPTER
WITH SCRS
I was honored to be recently elected to the SCRS Board of Directors. SCRS is a national association that has done an amazing job of representing repairers across the country, and they’ve been very successful in educating our industry. I could not be more excited to join a board that I respect immensely (and which has truly been an inspiration to me through good times and bad) in an industry that I care deeply about. I am hoping to work with this very talented group on things that affect quality-minded repairers and the intense pressure to put speed and cost in front of quality and safety. This all starts by being in the room with other repairers, the OEMs and insurers and discussing the issues that impact us all. I am a big proponent of proper and safe repairs utilizing OEM repair information, OEM parts and proper equipped and trained technicians – and being compensated properly for all of these things so that we can invest in our facilities to handle tomorrow’s vehicles. I look forward to taking what I have learned from our WMABA Board and applying it during my time with SCRS. (And rest assured that my work as president of WMABA will continue.) Again, I couldn’t be more excited! H&D
With WMABA President Mark Schaech, Jr. unable to attend the SCRS Board of Directors Open Meeting in Pittsburgh due to a family medical emergency, WMABA Executive Director Jordan Hendler spoke on behalf of her colleague and SCRS Board candidate prior to the national association’s annual Board elections. She began by noting that the second-generation shop owner and area industry leader has built a solid reputation for his business, Mark’s Body Shop in Baltimore, by being a certification-heavy, non-DRP shop. “He is very non-judgmental about anybody else’s business practices,” she said. “He just wants to do the right thing for his customers, and he feels that [his shop’s] business model is how he accomplishes that. He’s been a huge advocate for consumers, especially when it comes to the State House. He has accompanied me to countless hearings and meeting with senators and legislators; as you know, it’s sometimes hard to put yourself out there like that as a shop. He has also helped us with the Department of Insurance. He’s very insightful and intuitive, and he can look at a problem and come up with a really good solution strategy.” Additionally, Hendler noted that WMABA actively encourages its members to participate in industry affairs on a national level through SCRS. “We always tell local Board members that they need to get here. They need to see what it’s like to be at this level…They have a real peer network they can hang onto when they come here.” 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: __________________________________ 44
June 2017
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