Hammer & Dolly August 2018

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To Repair or Replace?

Tesla’s Body Shop Vision

Inside Feather, Prime & Block

www.wmaba.com

August 2018 Volume 12, No. 8 $5.95

www.grecopublishing.com

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August 2018

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

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

For Genuine Honda parts, contact these Authorized Honda dealers.

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

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

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August 2018

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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CONTENTS August 2018

30 COVER STORY IN WITH THE NEW: AN EVOLVING SEMA TAKES SHAPE

New content drives this year’s Show.

BY ALANA BONILLO & JOEL GAUSTEN

LOCAL NEWS 14 MD SKILLSUSA CELEBRATES NEW TALENT

DEPARTMENTS

Collision and refinishing students impress and inspire.

NATIONAL NEWS

6

16 TESLA ENTERS BODY SHOP BUSINESS AMIDST COMPANY TURMOIL Big plans for a beleaguered automaker.

8 10

11 12

INDUSTRY UPDATE

BY JOHN WALCZUK

20 DIMINISHED VALUE: VEHICLE OWNERS

12 37

LOSE AGAIN - PART 2 OF 2-PART SERIES More views on a critical matter.

INDUSTRY ADVICE: ASK MIKE 24 WHAT DOES NISSAN/INFINITI SAY ABOUT FEATHER, PRIME AND BLOCK? OEM repair procedures provide invaluable information.

TECHNICAL FEATURE BY KEITH MANICH 34 TO REPAIR OR REPLACE?

Taking on metal and plastic at your shop.

Stock Images © www.istockphoto.com

Calendar of Events Editor’s Message JOEL GAUSTEN

Executive Director’s Message JORDAN HENDLER WMABA Sponsorship Page

WMABA Membership Application

What’s WMABA Up To?

WMABA Board of Directors

ADVERTISERS’ INDEX AJK Industries . . . . . . . . . . . . . . . . . . . . . .16 Audi Group . . . . . . . . . . . . . . . . . . . . . . . . .19 Axalta Coating Systems . . . . . . . . . . . . . . .IFC BMW Group . . . . . . . . . . . . . . . . . . . . . . . .26 Chesapeake Automotive Equipment . . . . .21 Crashmax Equipment . . . . . . . . . . . . . . . . .14 Empire Auto Parts . . . . . . . . . . . . . . . . . . .21 Fairfax Hyundai . . . . . . . . . . . . . . . . . . . . .38 Ford Group . . . . . . . . . . . . . . . . . . . . . . . . .38 GM Parts Group . . . . . . . . . . . . . . . . . . . . .28 Goliath Carts . . . . . . . . . . . . . . . . . . . . . . . .25 Honda Group . . . . . . . . . . . . . . . . . . . . . . .4 Hyundai Group . . . . . . . . . . . . . . . . . . . . . .18 Koons Ford . . . . . . . . . . . . . . . . . . . . . . . . .38 Malloy Hyundai . . . . . . . . . . . . . . . . . . . . . .3 Mazda Group . . . . . . . . . . . . . . . . . . . . . . .36 MINI Group . . . . . . . . . . . . . . . . . . . . . . . . .17 Mitsubishi Group . . . . . . . . . . . . . . . . . . . .33 Mopar Group . . . . . . . . . . . . . . . . . . . . . . .23 Nissan Group . . . . . . . . . . . . . . . . . . . . . . .23 Nucar . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13 O’Donnell Honda . . . . . . . . . . . . . . . . . . . .27 Packer Norris Parts . . . . . . . . . . . . . . . . . .IBC Polyvance . . . . . . . . . . . . . . . . . . . . . . . . . .22 Porsche Group . . . . . . . . . . . . . . . . . . . . . .32 PPG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .OBC Reliable Automotive Equipment . . . . . . . . .7 Safety Regulations . . . . . . . . . . . . . . . . . . .35 Sherwin-Williams . . . . . . . . . . . . . . . . . . . .15 Subaru Group . . . . . . . . . . . . . . . . . . . . . . .33 Toyota Group . . . . . . . . . . . . . . . . . . . . . . .31 VW Group . . . . . . . . . . . . . . . . . . . . . . . . . .9 Wheel Collision Center . . . . . . . . . . . . . . . .27 ZB Negotiations . . . . . . . . . . . . . . . . . . . . .22

August 2018

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CALENDAR OF

Industry training opportunities and don't-miss events.

EVENTS CLASS LISTINGS

August 1, 2018 ADVANCED STEERING & SUSPENSION SYSTEMS DAMAGE ANALYSIS Enterprise Holdings Inc., Linthicum, MD August 7, 2018 HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY Tidewater Community College, Chesapeake, VA August 8, 2018 PLASTIC & COMPOSITE REPAIR FinishMaster, Springfield, VA FORD F-150 STRUCTURAL REPAIR TRAINING COURSE Bedford Road Volunteer Fire Department, Cumberland, MD August 9, 2018 ADHESIVE BONDING Alexandria Training Center, Alexandria, VA MEASURING RMS Pro Finishes, Charleston, WV REPLACEMENT OF STEEL UNITIZED STRUCTURES RMS Pro Finishes, Charleston, WV August 14, 2018 MEASURING Tidewater Community College, Chesapeake, VA August 15, 2018 REPLACEMENT OF STEEL UNITIZED STRUCTURES FinishMaster, Springfield, VA August 16, 2018 ADVANCED STEERING & SUSPENSION SYSTEMS DAMAGE ANALYSIS Alexandria Training Center, Alexandria, VA SECTIONING OF STEEL UNITIZED STRUCTURES Tidewater Community College, Chesapeake, VA STRUCTURAL STRAIGHTENING STEEL Auto Parts Plus, Baltimore, MD August 21, 2018 AUTOMOTIVE FOAMS Tidewater Community College, Chesapeake, VA August 22, 2018 PLASTIC & COMPOSITE REPAIR Hilton Wilmington/Christiana, Newark, DE

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August 2018

August 23, 2018 STEERING & SUSPENSION DAMAGE ANALYSIS Alexandria Training Center, Alexandria, VA PLASTIC & COMPOSITE REPAIR Tidewater Community College, Chesapeake, VA

August 7, 2018 SCRS Open Board Meeting Georgia World Congress Cen ter, Atlanta, GA For more info, visit scrs.com

August 7-8, 2018 Collision Industry Confere nce (CIC) Georgia World Congress Cen ter, Atlanta, GA For more info, visit ciclink.com

August 28, 2018 PLASTIC & COMPOSITE REPAIR Tidewater Community College, Chesapeake, VA

August 29, 2018 SQUEEZE-TYPE RESISTANCE SPOT WELDING FinishMaster, Springfield, VA August 30, 2018 SQUEEZE-TYPE RESISTANCE SPOT WELDING Tidewater Community College, Chesapeake, VA September 4, 2018 STRUCTURAL STRAIGHTENING STEEL Tidewater Community College, Chesapeake, VA September 5, 2018 STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIRS Enterprise Holdings Inc., Linthicum, MD September 6, 2018 VEHICLE TECHNOLOGY TRENDS AND DIAGNOSTIC OVERVIEW Tidewater Community College, Chesapeake, VA STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIRS Gaithersburg High School, Gaithersburg, MD SECTIONING OF STEEL UNITIZED STRUCTURES RMS Pro Finishes, Charleston, WV HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY RMS Pro Finishes, Charleston, WV September 11, 2018 ADHESIVE BONDING Tidewater Community College, Chesapeake, VA September 12, 2018 AUTOMOTIVE FOAMS FinishMaster, Springfield, VA COLOR THEORY, MIXING TONERS & TINTING Hilton Wilmington/Christiana, Newark, DE ALUMINUM EXTERIOR PANEL REPAIR & REPLACEMENT North Point High School, Waldorf, MD September 13, 2018 STEEL UNITIZED STRUCTURES TECHNOLOGIES AND REPAIR Alexandria Training Center, Alexandria, VA

STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIRS FinishMaster, Fredericksburg, VA PLASTIC & COMPOSITE REPAIR Gaithersburg High School, Gaithersburg, MD September 18, 2018 FULL-FRAME PARTIAL REPLACEMENT Tidewater Community College, Chesapeake, VA WHEEL ALIGNMENT & DIAGNOSTIC ANGLES FinishMaster, Springfield, VA

September 19, 2018 SECTIONING OF STEEL UNITIZED STRUCTURES Hilton Wilmington/Christiana, Newark, DE September 20, 2018 VEHICLE TECHNOLOGY TRENDS & DIAGNOSTIC OVERVIEW Alexandria Training Center, Alexandria, VA HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY FinishMaster, Springfield, VA ADHESIVE BONDING Auto Parts Plus, Baltimore, MD SQUEEZE-TYPE RESISTANCE SPOT WELDING Frederick Co. Career & Tech, Frederick, MD September 25, 2018 STEERING & SUSPENSION DAMAGE ANALYSIS Tidewater Community College, Chesapeake, VA September 26, 2018 SQUEEZE-TYPE RESISTANCE SPOT WELDING Frederick Co. Career & Tech, Frederick, MD September 27, 2018 FULL-FRAME PARTIAL REPLACEMENT Alexandria Training Center, Alexandria, VA REPLACEMENT OF STEEL UNITIZED STRUCTURES FinishMaster, Fredericksburg, VA SQUEEZE-TYPE RESISTANCE SPOT WELDING Gaithersburg High School, Gaithersburg, MD

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

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August 2018

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Joel Gausten

EDITOR’S

(973) 600-9288 joel@grecopublishing.com

MESSAGE A CIRCLE OF FRIENDS The collision repair world is rarely easy, but it’s always beautiful.

In my role as editorial director for Thomas Greco Publishing, I get to travel all over the country. As I celebrate my 18th year covering this field with this issue, the level of commitment and dedication I see on the shop level and beyond never ceases to amaze me.

I’ve had the honor of working with nearly a dozen state auto body associations over the years, and each one of them was/is comprised of a team of volunteers willing to devote time away from their businesses (often at a considerable personal expense) to do their part to improve the industry. I’ve gotten to know Mike Anderson and others who go into their pockets time and time again to create projects that educate and inspire shops throughout America. In addition, I’ve seen collision repair organizations – including WMABA – thrive and succeed thanks to the unwavering support of

WMABA OFFICERS PRESIDENT

VICE PRESIDENT

TREASURER

SECRETARY

IMMEDIATE PAST PRESIDENT

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

BOARD OF DIRECTORS

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

ADMINISTRATION

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

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

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devoted vendors that go above and beyond in sponsoring local association events and facilitating educational opportunities in their respective regions.

Before diving into this month’s issue, do me a favor and take another look at the Golf Outing coverage in last month’s publication. Many of the players in those photos are folks from area suppliers and other entities that help your shop every day and do a great deal to keep WMABA moving forward. Please keep this year’s Golf Outing sponsors in mind when making your purchasing decisions.

These are some of the people who make the collision repair family strong.

Closer to home, everyone at Thomas Greco Publishing and Hammer & Dolly would like to thank the vendors who further support WMABA’s mission by advertising in this publication. It is their unparalleled assistance that has enabled us to produce this magazine for more than a decade now. We look forward to working with you all in the months and years ahead.

Members of this industry may often face obstacles on the way to success, but help from their peers is not one of them. This truly is a collision repair community, and our best days together are still to come. H&D

August 2018

STAFF

PUBLISHER SALES DIRECTOR EDITORIAL DIRECTOR CREATIVE DIRECTOR EDITORIAL/CREATIVE COORDINATOR

OFFICE MANAGER

Thomas Greco thomas@grecopublishing.com

Alicia Figurelli alicia@grecopublishing.com

Joel Gausten joel@grecopublishing.com

Lea Velocci lea@grecopublishing.com

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 © 2018 Thomas Greco Publishing, Inc.

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

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

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

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

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

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: 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

e-mail: vwwholesale@ourisman.co

August 2018

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EXECUTIVE DIRECTOR’S

MESSAGE

Jordan Hendler

(804) 789-9649 jordanhendler@wmaba.com

ASKING ABOUT INSURANCE BEHAVIORS

Insurance companies have been constantly changing their behaviors for many reasons, and they nearly always do so to save $$$ (money)! Whether they lay off your local adjuster/regional staff or do dramatic company-wide cuts, this affects our day-today business.

The reduction in workforce is also simultaneously becoming an increase in third-party company support and a higher use of technology, all while vehicles get more complex.

We at WMABA are hearing more and more repairers concerned with the lack of education of insurance personnel or their inability to make their own judgement call based on evidence or facts given. Also, there’s a dramatic rise in what we would consider outright arbitrary denial of proper processes, procedures and fair market rates.

We have a member who, because of their geographic location, was told a person

from a third party would come take photos of “unseen” damage (from original photos) so that they could address the supplement. This is an untrained person they are paying $150 to come out and take photos – and who has no ability to understand what they’re trying to get documentation of. This is a direct correlation to reductions in adjuster personnel.

With the rise in technologies, such as photo estimating and now artificial intelligence (AI), some of the things we’ve only seen on TV are now very real in the claims-handling process. There is a lot of news in the P&C industry about more and

more technology taking hold. One insurer, Lemonade, uses AI to settle claims. Yes, settle them. If the systems think the item/damage is “fair,” it will settle it right there. No human involvement. It would be kind of amazing – if it weren’t also scary.

I’d like to hear more of your thoughts and opinions on what this is doing to your everyday business process and if you’ve learned anything along the way. If you feel you have a helpful suggestion, we want to know! Send me your ideas and call me with your stories! H&D

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

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: __________________________________ 10

August 2018

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WMABA THANKS

YOU WMABA thanks their generous supporters of the

LEVEL 1

Corporate Sponsor Program for 2018!

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

LEVEL 2 Certified Automotive Parts Association

www.wmaba.com

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

August 2018

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Find more association updates at www.wmaba.com.

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

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

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

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

JOIN TODAY!

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August 2018

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

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

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

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

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

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

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LOCAL

NEWS MD SkillsUSA Celebrates New Talent

Maryland is home to some of the industry’s brightest rising stars.

This was the undeniable message of the 2018 SkillsUSA Maryland Leadership and Skills Conference. Held at the Center of Applied Technology – North (CATN) in Severn, the daylong competition yielded six student winners destined for a bright future.

Catherine Shewbridge, a student at CATN, won the Gold in the Automotive Refinishing Technology category, followed by Silver winner (and fellow CATN competitor) Taylor Hill and Bronze winner Caleb Hare (Dr.

MD SkillsUSA Automotive Refinishing Technology winners Caleb Hare, Catherine Shewbridge and Taylor Hill James A. Forrest Career & Technology Center). The Center of Applied Technology – North also boasted Collision Repair Technology Gold winner Kyle Derr, who was followed by Silver winner Hailee Wilson (Washington County Technical High School) and Bronze winner Ryan Kasza (Carroll County Career and Technical Center).

SkillsUSA is a national membership association serving high school, college and middle school students who are preparing for careers in trade, technical and skilled service occupations. SkillsUSA is a partnership of students, teachers and industry members working together to ensure America has a skilled workforce.

More than 360,000 students and advisors join SkillsUSA each year, organized into more than 19,000 local chapters and 52

NEW CHIEF MI200T

Awarding rising techs.

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state and territorial associations. In 2016, nearly 21,000 teachers served as professional members and SkillsUSA advisors. Combining alumni membership, the total number impacted annually is over 420,000. SkillsUSA has served more than 12.5 million members since its founding in 1965. SkillsUSA empowers its members to become world-class workers, leaders and responsible American citizens. More information is available at skillsusa.org. H&D

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August 2018

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A new face in auto repair.

NATIONAL

NEWS Enters Body Shop Business Amidst Company Turmoil Tesla, Inc. CEO Elon Musk is no stranger to making headlines, but one recent announcement from the controversial entrepreneur was poised to have a considerable impact on the American collision repair community at press time.

During the recent Tesla Annual Shareholder Meeting in Mountain View, CA, Musk revealed the company’s plans to enter the collision repair business.

“This is quite a big deal; we’re creating Tesla body shop repair locations. We should have, by the end of [June], at least the top 10 metro areas in the US being able to be serviced by a Tesla body shop.

This will be a dramatic improvement in the cost and time of body repair.

In fact, we think we might be able to do – for a lot of them – same-day body repair…If we go to a third party, in the best case it’s about a week.

In some cases, it’s several weeks.”

Musk added that these Tesla body shops will be established by “basically just taking our biggest service centers, adding in an annex for body repair and pre-stocking the parts so you don’t have to wait for [them] to come from the factory.” Video of Musk’s presentation is available at tesla.com/shareholdermeeting.

Musk’s ambitions to enter the auto body world come at a time of considerable upheaval for Tesla. A week after his Mountain View presentation, Musk revealed plans for a “comprehensive organizational restructuring” – including the loss of at least 3,000 jobs – in an email to employees.

“As part of this effort, and the need to reduce costs and become profitable, we have made the difficult decision to let go of approximately nine percent of our colleagues across the company,” he wrote. “These cuts were almost entirely made from our salaried population, and no production associates were included, so this will not affect our ability to reach Model 3 production targets in the coming months.”

Musk’s email also addressed Tesla’s ongoing lack of profitability.

“Given that Tesla has never made an annual profit in the almost 15 years since we have existed, profit is obviously not what motivates us. What drives us is our mission to accelerate the world’s transition to sustainable, clean energy, but we will never achieve that mission unless we eventually demonstrate that we can be sustainably profitable. That is a valid and fair criticism of Tesla’s history to date.”

Tesla, Inc.’s troubles continued in the days that followed, with Musk revealing in another inter-company email that an employee had conducted “quite extensive and damaging sabotage” to its operations.

According to the email, this “sabotage” included “making direct code changes to the Tesla Manufacturing Operating System under false usernames and exporting large amounts of highly sensitive Tesla data to unknown third parties.” In addition to noting that the full extent of the rogue employee’s actions was unclear at the time of the email, Musk hinted that a much larger conspiracy could be at play.

“As you know, there are a long list of organizations that want Tesla to die. These include Wall Street short-sellers, who have already lost

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August 2018

Tesla CEO Elon Musk (photo source: forbes.com)

billions of dollars and stand to lose a lot more. Then there are the oil [and] gas companies, the wealthiest industry in the world — they don’t love the idea of Tesla advancing the progress of solar power [and] electric cars. Don’t want to blow your mind, but rumor has it that those companies are sometimes not super nice. Then there are the multitude of big gas/diesel car company competitors. If they’re willing to cheat so much about emissions, maybe they’re willing to cheat in other ways?”

Hammer & Dolly will provide updates on these matters as they develop. H&D

Executive Director’s Thoughts

With the complexities that come with their own vehicles,I believe that Tesla will find that entering the auto body market isn't as easy as just "adding in an annex." Repair technicians with the desired skillset are not readily available to them now that they have closed their intense program. I forecast a fail here where they could have left things better the way they were before all these changes. - Jordan Hendler

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IF OFFERING ONLY ORIGINAL MINI PARTS IS A CRIME, THEN YEAH, WE’RE GUILTY. 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

© 2018 MINI USA, a division of BMW of North America, LLC. The MINI name, model names and logo are registered trademarks.

August 2018

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Unsurpassed Quality.

Genuine Hyundai Parts.

HYUNDAI IS PROUD OF ITS REPUTATION FOR QUALITY AND SERVICE.

SO ARE THE DEALERS AND BODY SHOPS WHO RELY ON GENUINE HYUNDAI PARTS.

TO MAKE CERTAIN THAT YOU GET THE RIGHT HYUNDAI PART, ASK FOR THE WHOLESALE PARTS SPECIALIST AT THESE FINE DEALERS. Buy Hyundai Parts.

For Genuine Hyundai parts, contact these Authorized Hyundai Dealers.

Fairfax Hyundai 10925 Fairfax Blvd.

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

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

August 2018

Malloy Hyundai 1880 Opitz Blvd.

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

Checkered Flag Hyundai 3033 Virginia Beach Blvd.

Virginia Beach, VA 23452 Phone: 757-687-3463 Fax: 757-687-3468 hyundai.checkeredflag.com

HD0818.qxp_Layout 1 7/12/18 9:40 AM Page 19

Audi dealers strive to make you an Audi Genuine Parts fan •

Audi Parts Professionals are your subject matter experts on collision parts, replacement components and mechanical items.

•

Many Audi dealers offer technical service support hotline access that can reduce your repair times and help you meet an on-time promised delivery.

•

Installing Audi Genuine Parts contributes towards improved cycle time that makes both your customer and their insurance company happier.

•

Regardless of the age of your customer’s Audi, Audi dealers have access to over 200,000 part numbers.

No other supplier comes close.

Helping you do business is our business. Order Audi Genuine Parts from these select dealers.

Audi Arlington 3200 Columbia Pike Alexandria, VA 22204 703.739.7490 Fax: 703.684.8420

Audi Bethesda 5206 River Road Bethesda, MD 20816 Parts Direct: 240.762.5636 Parts Fax: 301.718.1847 www.audibethesda.com

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

August 2018

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INDUSTRY

UPDATE DIMINISHED VALUE: Vehicle Owners Lose Again Part 2 of a 2-Part Series The following is a continuation of John Walczuk’s article in last month’s Hammer & Dolly.

Some insurance carriers use a database company to evaluate the information that is submitted with a diminished value claim. This particular database company is an approved evaluation provider for total loss calculations in some states, but it also provides diminished value services. The method they use for determining diminished value claims dissects the repairs into cosmetic and major damage categories. Only the major damage portion is considered for diminished value, while the cosmetic component is eliminated.

Trying to determine their methodology and its basis is unclear. What it does impact is the value they assign to a diminished value claim. Their method also considers OEM parts versus the use of non-OEM parts. The consumer loses again here, as non-OEM parts tend to cost less and may be seen as a poorer quality repair, thereby impacting the vehicle’s resale value.

When non-OEM parts are used in repairs, and considering that the cost to repair impacts the calculation of diminished value, their methodology converts to a lower diminished value claim. In summary, the carrier pays less to repair the vehicle using less expensive parts and then values the DV claim lower based on the repair cost. Once again, the consumer loses throughout the process, and only the carrier receives a financial gain.

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August 2018

Several major insurance carriers insist on post-repair inspections. It is unclear why, as their denial of some claims states they do not see any diminished value. Why go through the process if the denial is cast in stone? This can only be seen as an attempt to appease the claimant without any real intention of recognizing their financial loss.

These post-repair inspections are also performed by senior-level damage adjusters – who are not trained as vehicle value appraisers. A distinction needs to be made here between a vehicle damage adjuster and a vehicle appraiser. The vehicle adjuster works to determine what is needed to repair a vehicle to a safe, drivable condition, while the appraiser is trained to determine the repaired vehicle’s resale value after repairs.

One company comes to mind that does not provide any written support for their

determination of denial – just a form letter.

Another carrier also likes to perform post-repair inspections. You need to question both their ethics and why they re-inspect.

After inspection, the claimant might receive a letter stating the vehicle was not repaired based on their estimate, the vehicle was not properly repaired or they do not see any diminished value. When asking for details behind their decision, one usually receives a response stating it is a “work product” and therefore not shareable. The term “work product” is often used in legal matters and implies privacy as disclosure could be damaging. It is apparent that this carrier has learned to use a legal term to avoid providing information or justification. Let us also not lose sight of the fact that the repair facility works for the insured, not the insurance carrier. Using the carrier’s estimate to repair

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The DV talk continues.

BY JOHN WALCZUK, ZB NEGOTIATIONS

a vehicle would imply that the carrier is assuming liability for the repair, which we know is not factual. Challenging their approach through legal means is also an option and would require that they provide support for their “work product” response.

Here again, post-inspections are performed by damage appraisers, not value appraisers. This important distinction in qualifications seems to be a consistent issue in determining what diminished value really means.

It’s clear to see that the vehicle owner is at the mercy of the insurance carrier.

The tragedy of diminished value claims is that the party or person affected was an innocent third party. When all is said and done, the vehicle owner will lose money as a result of the negligent acts of another and may have no recourse with the insurance carrier.

ZB Negotiations works to obtain fair settlements for vehicle owners who have been impacted as a result of the negligence of others. Before filing any diminished value claim, we evaluate the loss occurrence and advise our clients with respect to the possible outcome. Our service includes the initial evaluation, the preparing of the diminished value report by a licensed and certified appraiser and negotiation with the at-fault insurance carrier. Our services are exclusively provided on a contingency basis. H&D

*This article is not legal advice and may not reflect the opinions of WMABA and Thomas Greco Publishing.

John Walczuk is the director of client services for ZB Negotiations. The company specializes in helping vehicle owners obtain fair market settlement offers for their totaled vehicles. John can be reached at John@ZBLLC.net or (516) 364-0713.

August 2018

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WE BRIDGE THE GAP We are different!

We provide a unique level of claims settlement services. This level of service is not offered by other vendors and helps to ensure positive valuation settlements.

Our company goes the extra mile to ensure your customer is satisfied. We will evaluate the insurance carriers initial offer AT NO COST, and if need be we will work as your customers agent and negotiate directly with the insurance carrier.

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August 2018

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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

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

August 2018

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INDUSTRY

The OEMs matter.

ADVICE

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

ASK MIKE

What Does Nissan/Infiniti Say about Feather, Prime and Block?

This month, we “ASK MIKE” to update us on information he uncovered during his recent OEM webinar on Nissan/Infiniti. We at Hammer & Dolly hope you find this following exchange useful, and we encourage you to reach out to us if you have a question for Mike on this or any industry-related matter that he can answer in a subsequent issue.

Hammer & Dolly: Last time, we discussed the OEM webinars you’ve been hosting online. Since then, your webinar on Nissan/Infiniti has earned a lot of attention - thanks in large part to your discussion on feather, prime and block. Can you tell us a little about this webinar and the information it presented?

Mike Anderson: With the Nissan/Infiniti webinar, we had a lot of great content. There

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August 2018

was actually so much content that we had to do a Part Two, which is something we hadn’t done before with the other OEMs. That’s not because those OEMs don’t have a lot of good information; part of it was because we’re getting a lot more in-depth and we had a lot of questions. One of the things that we found in Part Two of going into Nissan/Infiniti’s repair procedures was a statement that talked about how you should not jump more than two grit sizes. I was like, ‘Wow! That right there is feather, prime and block!’ It was a cool hidden nugget that we found within the OEM repair procedures that got me very, very excited.

Honestly, feather, prime and block has been around for a long time.

Anytime I’m trying to get paid for something, I always stick to what I call my ‘four negotiation questions:’ Is it required?

Is it included?

Is there a pre-determined time?

If not, what is it worth?

Is feather, prime and block required?

First of all, the estimating systems say that body labor times for replacing a quarter panel are for you to finish off up to 150 grit for the body tech. Then, they state that paint times are for new, undamaged panels, starting with 320 grit. One of the things that I found early in my career was that all the paint and abrasive manufacturers suggested that we should not jump more than two grit sizes. If you go from 150 to 220, 220 to 240, 240 to 280 and 280 to

320, that’s obviously more than two grit sizes.

That’s what the late March Taylor termed ‘the gap,’ because there’s a gap between 150 and 320.

EPA language is the second thing to look at. When the EPA first came out with 6H Rule, I was involved with the Automotive Service Association’s Collision Operations Committee.

I had the opportunity to be a part of that when the rule was being crafted. One of the things that was stated was that the only person who could spray primer or any type of coating was someone who was HVLP (high volume, low pressure)-certified. The only recognizable training for that was through a paint manufacturer/distributor. Secondly, they stated that any of your applications – like basecoat, clear, primer, et cetera – need to be done in what was referred to as a ‘spray cabin.’ The 6H Rule very clearly defines what a ‘spray cabin’ is; it takes about how many walls you need to have, et cetera. If you look at the EPA’s language, the only person who can actually take and apply products that are used during the feather, prime and block process is going to be someone who is HVLPcertified. That happens through refinish training, so it’s definitely a refinish operation.

Everything in our industry points to feather, prime and block definitely being a notincluded operation. In our ‘Who Pays for What?’ Surveys, we ask, ‘Who performs feather, prime and block in your facility?’ as well as, ‘How do you charge for it, and what type of time do you come up with?’ The majority of shops that have taken our surveys

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August 2018

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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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August 2018

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

HD0818.qxp_Layout 1 7/12/18 9:40 AM Page 27

INDUSTRY ADVICE

have stated very clearly that they charge a percentage of the repair time. I’m not in any way suggesting that’s what somebody should charge, because that would be a violation of antitrust, but our Survey results very clearly show that.

Without naming any names, some insurers are saying, ‘Well, take it off the repair time,’ but you still have to be compensated for the materials on that. My question back to those insurers that suggest that is, ‘What about when you replace a quarter panel and you get 15.5 hours?’ There’s no repair time included in that. Where are you going to include it in, then?

At the end of the day, everything in our industry leads us to feather, prime and block.

What I found very unique was that it was actually clearly stated in the Nissan/Infiniti repair procedures.

We also found a lot of other cool things in those Nissan/Infiniti procedures. For example, they have a symbol for one-time-use parts. It’s a black dot with a white x. That’s always going to be listed in the OEM repair procedures but not in the electronic parts catalog. That’s why it’s important that you research OEM repair procedures. H&D Mike Anderson’s OEM webinars are available on the Collision Advice YouTube channel (youtube.com/collisionadvice).

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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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

28

OURISMAN CHEVROLET 4400 Branch Avenue Temple Hills, MD 20748 Phone: 301-899-6990 Fax: 301-899-9375 www.ourismanchevrolet.com

August 2018

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

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

HD0818.qxp_Layout 1 7/12/18 9:40 AM Page 29 T

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

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

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

ToyotaPartsAndService.com

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

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

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

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

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

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

dthompson@youngertoyota.com

roy.easter@koons.com

August 2018

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COVER

STORY IN WITH THE NEW: An Evolving Michael Quinn (AirPro Diagnostics)

Takes Shape

John Shoemaker (BASF)

Chuck Olsen (AirPro Diagnostics)

What happens in Vegas stays in Vegas – unless you have an incredible opportunity to improve your collision repair business.

In late October, more than 100,000 automotive professionals will hit the Las Vegas Convention Center for the 2018 SEMA Show. Although the annual four-day event will officially begin on October 30, the Convention Center doors will open a day early for the launch of the 2018 Repairer Driven Education (RDE) Series. Once again presented by the WMABA-affiliated Society of Collision Repair Specialists (SCRS), this year’s RDE schedule includes dozens of seminars and programs designed to provide SEMA attendees with the knowledge and training they need to thrive as business owners and automotive repair professionals.

In addition to enlisting the expertise of several past participants, this year’s RDE slate boasts a slew of first-time presenters.

“It’s important to make sure we continue to reinvent the content as well as bring on new faces so we constantly present new thoughts and new ideas for attendees,” explains SCRS Executive Director Aaron Schulenburg. “This keeps things fresh and

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August 2018

adds value to their experience year after year.”

John Shewbridge of Hunter Engineering Company (“The Importance of ADAS System Resets When Performing Wheel Alignments during the Collision Repair Process”), David Willett of Intrepid Direct (“How to Protect Your Business When Facing Increased Complexity and Liability”), David Smith of Auto Damage Experts (“Why You Should Embrace PostRepair Inspections”) and veteran repairer Wade Ebert (“More than Just a Hand Shake: The Professional Administrative [Legal] Documents You Really Need to Operate a Successful Shop”) are just a few of the many industry experts making their RDE debut this October.

New faces to the RDE experience also include AirPro Diagnostics representatives Michael Quinn (senior vice president of business development) and Chuck Olsen (executive director), who will jointly lead the panel discussion “Understanding Shop Liability in This New Era of Diagnostics,

Calibrations and Programming” on October 30. The interactive two-hour event will be a continuation of the successful presentation they held at the NORTHEAST® Automotive Services Show earlier this year in New Jersey. The panel will feature representatives from shops, insurers, OEMs, scan tool providers and the legal community including Texas-based attorney Todd Tracy.

“We are trying to bring education to the repair community on their potential liability,” explains Quinn. “We will have a healthy, interactive discussion with attendees, and we expect a strong turnout. We want to make sure shops understand where the line in the sand is. The timing of this is critical because of the mass-market domino effect of advanced driver-assistance system-equipped vehicles entering the fleet every day.”

“One of the main points we want to put forward is that this is much more important than the question of, ‘Can I make money on these procedures?’” adds Olsen. “There is a bigger picture of, ‘How much money will I

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New courses, same fun.

BY ALANA BONILLO AND JOEL GAUSTEN

lose if I skip these procedures?’ That is what understanding liability in this new era has come to.”

Not surprisingly, a considerable number of upcoming RDE courses aim to address the importance of following auto manufacturerrecommended/required procedures.

“There has been a lot of shake-up with some of the litigation that has occurred, and that’s put a magnified focus on adhering to OEM procedures as well as the downstream implications if you don’t,” Schulenburg says.

“Members look to us for that guidance and that information and to find the resources to make sure their business is in compliance.”

In light of this heightened OEM concern, John Shoemaker of BASF will follow up his past RDE seminars on estimating and blueprinting with “Damage Assessment Documentation: Key Steps for Maximum Reimbursement” on October 31.

“This [class] seems like the next step. As an industry, we submit estimates to insurers and customers that really create more questions than answers. With the way repairs are now with the OEM stepping up [and saying,] ‘You have to use our procedures to repair cars,’ we have to document that we followed those procedures. It’s important for shops as a whole to get ahold of that now and teach their writers [to] use line notes to document what they’re doing.”

Those who attend Shoemaker’s talk will walk away with the tools to create a damage appraisal that answers questions before they’re asked and allows estimators to accurately and thoroughly explain themselves.

“These repairs are being scrutinized from the first bolt down to the last weld.”

Already a veteran SEMA attendee and presenter, Shoemaker believes the Show provides the perfect setting for new educational experiences.

“You get a lot of the right people in the right place. SEMA is a big draw for huge portions of our industry. You have paint suppliers and equipment providers, and that draws people who are interested in being better in the industry. Repairer Driven

Education just adds to that, because we have people [at the Show] who want to learn and grow.”

Shoemaker encourages attendees to bring along some estimates they’ve written in order to review them during the class.

“That will allow them to take what they learn back to their shop and put it to use the next day.”

Known to shops nationwide as the president of Reliable Automotive Equipment, SCRS Board member Dave Gruskos will present “Building Your Business to Meet the Direction of the OEM” on October 30, while Pete Tagliapietra and Will Peck of NuGen IT will make their RDE debut with “The Imperative of Accessing and Retaining OEM Repair Information on Every Structurally Repaired Vehicle.”

SEMA 2018’s OEM-centric focus will also include input by WMABA mainstay, Hammer & Dolly contributor and industry legend Mike Anderson, who will preside over “OEM Repair Procedure Best Practices” on October 31.

Schulenburg is pleased to have this internationally acclaimed speaker on board for another year.

“People love Mike because he is an entertainer just as much as he is an educator.

Many leave [his seminars] feeling empowered.

They want to feel hopeful about what they can do in their business, and he really accomplishes that.”

Held on November 1, the highly anticipated OEM Collision Repair Technology Summit promises to offer cutting-edge insights into the industry’s most pressing discussions.

Schulenburg says many details are still in development, but the event will include familiar faces as well as new participants ready to explore how leading-edge technology is impacting the field. The day-long event will present sessions created to address structural repair and design as well as the evolution of OEM certification programs.

For first-time RDE attendees, Schulenburg recommends registering for the Full Series Pass, which will provide a cost savings and the greatest flexibility and access to as many

In addition to enlisting the expertise of several past participants, this year’s RDE slate boasts a slew of first-time presenters.

educational programs as possible. He also recommends arriving in Las Vegas with a solid game plan.

“Don’t wing it. It’s easy to get distracted, because there is so much cool stuff going on.

Use the SEMA app, check out semashow. com/scrs and plan out what your week will look like. Come early, stay late, make sure you get it all and make that investment worthwhile.”

Other SEMA-related collision industry events include a full schedule of I-CAR classes (available at semashow.com/category/tags/ i-car), the Collision Industry Conference (CIC) on October 30 and the RDE Sky Villa After-Party on November 1. Additionally, SCRS is in the process of developing a special event for the Show’s closing day on November 2 that promises to deliver poignant pieces of thought.

Schulenburg urges readers to stay in Vegas long enough to take in what the association has planned.

“Don’t sell yourself short by leaving early.

You will not want to miss this!”

For the complete SEMA Repair Driven Education schedule (plus information on how to register), visit semashow.com/scrs. More information on the Society of Collision Repair Specialists is available at scrs.com. Look for more SEMA pre-show coverage in next month’s Hammer & Dolly. H&D

Executive Director’s Thoughts

There's no bones about it; the place you NEED to be to stay up on industry trends and education this fall is SEMA and SCRS' RDE program. You will be amazed how much you'll take away to improve your business. Plus, finding comradery with people of like mind is the biggest asset that owners, managers and technicians can ever have.

August 2018

- Jordan Hendler

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Diagnostically speaking, there is no substitute.

Porsche technology.

Porsche Genuine Service & Parts.

Contact one of these authorized dealers.

Porsche Bethesda 11990 Rockville Pike North Bethesda, MD 855-683-3144 Fax 301-945-4341 bethesda.porschedealer.com

Porsche Silver Spring 3141 Automobile Boulevard Silver Spring, MD 844-413-6929 Fax 301-890-3748 silverspring.porschedealer.com

Porsche of Arlington 3154 Jefferson Davis Highway Arlington, VA 703-684-8835 Fax 703-518-0467 arlington.porschedealer.com

Š 2018 Porsche Cars North America Inc. Porsche recommends seat belt usage and observance of traffic laws at all times.

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August 2018

Euroclassics Porsche 11900 Midlothian Turnpike Midlothian, VA 804-794-3399 Fax 804-794-9771 euroclassics.porschedealer.com

Checkered Flag Porsche 2865 Virginia Beach Boulevard Virginia Beach, VA 757-687-3483 Fax 757-687-3490 checkered-flag.porschedealer.com

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

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

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

August 2018

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TECHNICAL

FEATURE

TO REPAIR OR REPLACE?

To repair or replace…That is the question.

Whether a part is plastic or metal, what drives the decision? What is best for the vehicle? What is best for the consumer?

What is the KPI? More importantly, whose KPI are you trying to make or meet?

These are all legitimate questions, but there are more fundamental factors that must be considered before the final decision is made whether to repair or replace.

The part’s substrate material will be

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August 2018

important in the decision-making process.

This will dictate the type of repair that can be made and the extent of that repair. As in most cases now, following manufacturers’ repair recommendations will be required. All manufacturers have comprehensive lists of the recommended repair parameters for all plastic and metal parts. These include heat ranges for repair surfaces and the types of welding and fusion processes that must be

used. The repair planner will need to identify these parameters to accurately determine the appropriate repair times, and they will also need to make these determinations by vehicle brand and model. Even though materials may be similar or have the same ISO code with plastics and metal designation, the repairs may be slightly different by manufacturer. Validation of the material used in part construction will be critical to the success of the repair. Not all plastic or metal parts are the same.

The International Standards Organization (ISO) Standards Catalog lists all the recognized plastics in publication 83.080.01, which covers the full range of plastic standards. However, there may be blend plastics created by the vehicle manufacturer that provide specific performance characteristics depending on the shape or interior/exterior locations, and the manufacturer specifies to the parts supplier what the needs will be. This is important information because it has an influence on how – and if – the parts can be repaired. This is an area where decisions about repairing the part must be made using the coding information. Some plastics may not be repairable.

Metal repair follows much the same process with the performance characteristics, as the manufacturer determines the content of the rolled steel used in parts stamping.

Using heat or other reforming methods may cause a change in the structure of the substrate. Once those characteristics change the molecules, it is not possible to return them back to the exact previous state. The repair may replicate the original state, but once the composition changes, it’s changed for good. Adding zinc and other coatings may assist in the extended performance postrepair, but it is changed nonetheless. The limit to which the repair can safely change the part is determined by the manufacturer.

There are other considerations that must be taken into account. These are factors that have nothing to do with the material composition but instead involve the human aspects. Why is the repair-versusreplace decision being made? More importantly, what makes it right? What is the

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Making the right decisions.

BY KEITH MANICH

driving force behind the decision? What is the matter of fact that makes the decision one way or the other the appropriate one?

Looking at this from a different perspective, how will repairing and eliminating the need for the part impact the cycle time and profitability of the repair? Should this be a consideration? This is the decision the repairer needs to be the most cognizant of for a variety of reasons. In a perfect world, the decision would be based solely on the material composition of the part, the extent of the damage and the tools and skill of the repairer.

However, the decision is often based on price or what the repairer can save in peripheral operations. The labor to repair is a subjective amount. This means that it is open to the review of a third party for the accuracy of the labor time determined for the repair. If the part is replaced, the subjectivity of the labor time is eliminated since it is determined by the labor guide. But there are additional considerations for refinish time and materials that also must be added to the repair plan. This further increases the cost of the replacement part. If the decision is made to repair the part and a time is determined for the repair, that decision still may have to withstand the scrutiny of a third party who will determine if the time is accurate.

Focus for a minute on the repair materials that will be used. With plastics, other considerations such as repair kits, special primers, multiple primer applications and blocking and surface leveling are still needed, but they are not always recognized as necessary. Some may also determine that these things are “included” in the repair time, so the cost for the repair materials falls back on the repairer, as do the additional operations if they are unable to be paid a sufficient amount for reimbursement. This results in reduced margins for paint and materials and labor. The same situations often occur with metal repairs, with the final decision in some cases not reflecting the need for specific things such as featheredge, prime and block, welded studs and other necessary repair materials.

It’s important to understand that the decisions made relative to repair-versusreplace should be made after multiple considerations at several levels are taken into

account. First and foremost is repair quality.

What is best for the vehicle? What is the most appropriate repair given the degree of damage that is evident? Finally, which is most costeffective and still provides the consumer with the absolute highest-quality repair, returning the vehicle to pre-loss fit, finish and corrosion protection? Of course, it’s also important to remember that the vehicle owner may still be financing that automobile or have the intention of keeping it within the “lifetime” warranty that comes with the repair.

Just because it can be fixed doesn’t mean it should be fixed. Good decisions based on good judgment using all of the tools the manufacturers provide will provide the consumer with the best repair. Those decisions should be made on a case-by-case basis. H&D

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

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Superior service starts with superior parts.

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

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

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

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

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

Fitzgerald Mazda 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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www.fitzmall.com

August 2018

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

Position Your Business as a Leader!

OFFICERS

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

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

SECRETARY: Phil Rice

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

phil@ricewoods.com 540-846-6617

BOARD OF DIRECTORS

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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Get it right from the source.

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

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

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

© 2018, Ford Motor Company

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