New England Automotive Report February 2017

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AUT M TIVE February 2017 U.S.A. $5.95

Serving the New England Collision and Mechanical Repair Industry MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

SCANNING REQUIRE M E N T S : Will Insu rers React?

PLUS: NORTHEAST® Preview A New Push at the State House

www.grecopublishing.com

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2 February 2017

New England Automotive Report

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VISIT US AT NORTHEAST® BOOTH 734

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4 February 2017

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VISIT US AT NORTHEAST® BOOTH 427

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February 2017 • Volume 15, No. 2

CONTENTS

DEPARTMENTS VICE PRESIDENT’S MESSAGE by Adam Ioakim 8 | A (Real) Resolution for 2017

AASP/MA MEMBER SHOP SPOTLIGHT 18 | Cohasset Collision Center

MEET THE BOARD 20 | Josh Fuller

NATIONAL NEWS 22 | Certification, SCRS Leadership Meeting to Highlight 40th Annual NORTHEAST®

FEATURES

LEGAL PERSPECTIVE by James A. Castleman, Esq.

GUEST FEATURE

30 | How Do You Tell a Customer That Their Insurer Is Raking

26 | WHERE

Them over the Coals?

ARE

MY KEYS?

by William Grindem

ALSO THIS ISSUE 10 | A MESSAGE FROM THE EXECUTIVE DIRECTOR 13 | TRAINING OPPORTUNITIES: I-CAR CALENDAR OF EVENTS 14 | AASP/MA SPONSORS 19 | AASP/MA MEMBERSHIP APPLICATION 48 | FOR SALE 49 | AASP/MA CLASSIFIED FORM 50 | INDEX OF ADVERTISERS

COVER STORY 38 | SCANNING

REQUIREMENTS: WILL INSURERS REACT?

by Joel Gausten New England Automotive Report

February 2017

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VICE PRESIDENT’S MESSAGE

A (REAL) RESOLUTION FOR 2017 ADAM IOAKIM

As I write this message, everyone is finally getting back to their normal grooves following the holiday season. At my shop, the start of the year is when we take a serious look at our successes and obstacles during the previous 12 months and prepare for the future. We review the expenses we incurred – from seam sealer to new repair equipment – and see what we can expect to spend down the road. If a supplier increased their charges, we add those changes to our projections. We make sure to utilize a paint and material cost accounting system to realistically track our usage and expenditures, and we consult the P-Pages to ensure that we are doing what’s appropriate – and chargeable – for each job. By doing this, we aim to figure out our costs in a real-world fashion and determine the rates to charge for our services. We have learned the importance of tracking our numbers and regularly reviewing our billing practices.

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What we do at our shop is no different from what goes on every day in any other industry out there that hopes to survive, but what is different is the auto body field often has an outside entity attempting to call the shots on what’s charged and/or paid. This makes it even more necessary for us to get a serious handle on what we’re spending and invoicing.

Not too long ago, I had a customer come in who had his car repaired at my facility six years ago. He showed me the estimate from back then, and some of the materials listed were paid at the same rate that insurers try to pay for them in 2017. How many things in our lives have increased in price in the past six years? If you’re following the same accounting structure you had in place six years ago, I would say there’s a very good chance you’re losing money somewhere. continued on page 44

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AUT M TIVE STAFF

AASP/MA EXECUTIVE COMMITTEE PRESIDENT

PUBLISHER

CREATIVE DIRECTOR

Thomas Greco (thomas@grecopublishing.com)

Lea Velocci (lea@grecopublishing.com)

SALES DIRECTOR

EDITORIAL ASSISTANT

VICE PRESIDENT

Alicia Figurelli (alicia@grecopublishing.com)

Nick Fernandes (nick@grecopublishing.com)

Adam Ioakim

EDITORIAL DIRECTOR

PRODUCTION

SECRETARY

Joel Gausten (joel@grecopublishing.com)

Donna Greco (donna@grecopublishing.com)

Molly Brodeur

Ray Belsito, Jr. TREASURER

PUBLISHED BY: Thomas Greco Publishing, Inc. 244 Chestnut Street, Suite 202, Nutley, NJ 07110 Corporate: (973) 667-6922 / FAX: (973) 235-1963

Kevin Gallerani IMMEDIATE PAST PRESIDENT Paul Hendricks

AASP/MA STATEWIDE DIRECTORS COLLISION DIRECTOR Rick Starbard www.grecopublishing.com New England Automotive Report is published monthly by TGP, Inc., 244 Chestnut Street, Suite 202 Nutley, NJ 07110. Distributed free to qualified recipients; $48 to all others. Additional copies of New England Automotive Report are available at $5 per copy. Reproduction of any portions of this publication is specifically prohibited without written permission of the publisher. The opinions and ideas appearing in this magazine are not necessarily representations of TGP Inc. or of AASP/MA. Copyright © 2017 by Thomas Greco Publishing, Inc. Images courtesy of www.istockphoto.com

AASP/MA DIRECTORS Darlene Andrade Matthew Ciaschini

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

Gary Cloutier

AASP/MA EXECUTIVE DIRECTOR

Alex Falzone

Jillian M. Zywien 12 Post Office Square, 6th Floor Boston, MA 02109 Phone: (617) 574-0741 Fax: (617) 695-0173 Email: jzywien@aaspma.org

Joshua Fuller Kevin Kyes Peter Langone

WWW.AASPMA.ORG

Frank Patterson Mike Penacho

8 February 2017

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VISIT US AT NORTHEAST® BOOTH 227

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A MESSAGE FROM THE EXECUTIVE DIRECTOR

A NEW PUSH AT THE STATE HOUSE JILLIAN ZYWIEN

Dear Members,

The Legislature is in full swing, which has been keeping your Legislative Committee extremely busy. The on-time filing deadline for legislation was January 20; since then, your Committee (led by Peter Langone) has been going through the list of all filed matters.

In Massachusetts, there are over 6,000 pieces of legislation filed during every two-year session. After the filing deadline, a list of all matters is released. It is the job of the AASP/MA Legislative Committee to go through that list and follow topics of interest to the association.

AASP/MA tracks nearly 200 pieces of legislation (including our five bills) on behalf of our members. Our tracking list includes items we need to defend (or anything that would negatively impact shops), employer mandates such as sick time leave and general business interests. Tracking a variety of matters ensures that the interests of our members are protected. Your Committee

is committed to bettering your businesses and improving daily shop operations.

Throughout this month, the association and your leadership will meet with legislators. This includes the sponsors of our legislation, legislative chairs and House and Senate leaders. YOU can help the association by letting us know if you have a good relationship with your legislator. It is important for the association to continue to have good relationships at the State House, and it assists us in meetings when we can identify a member in a legislator’s district. Please contact the office today to help push our initiatives forward!

Additionally, the association tracks all hearing dates for our various State House endeavors. We notify our Legislative Committee, Board of Directors and members via our Damage Report newsletter. We also prepare testimony with the help of AASP/MA leadership and continued on page 44

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New England Automotive Report

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in Massachusetts February 1, 2017 Corrosion Protection

February 21, 2017 Plastic & Composite Repair

February 7, 2017 Advanced Steering & Suspension Systems Damage Analysis

February 23, 2017 Color Theory, Mixing Toner & Tinting

February 9, 2017 Steering & Suspension Damage Analysis February 16, 2017 Structural Straightening Steel IRA Collision Center (Danvers, MA)

All classes are held at Fuller Auto Body (Auburn, MA) except where noted.

For more information, visit i-car.com

New England Automotive Report

February 2017

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AASP/MA ASKS YOU TO PLEASE SUPPORT OUR SPONSORS!

AASP/MA NEWSLETTER SPONSOR

WOLPERT INSURANCE

Contact AASP/MA at (617) 574-0741 / jzywien@aaspma.org for information on becoming an AASP/MA sponsor!

14 February 2017

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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.

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Installing Audi Genuine Parts contributes toward improved cycle time that helps make both your customer and their insurance company happier.

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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 Natick 549 Worcester Street Natick, MA 01760 www.bernardiaudi.com 800.247.3033 Fax: 508.651.6841

IRA Audi 105 Andover Street Danvers, MA 01923 800.774.8411 Parts Direct: 978.605.2182 email: pwalke@iramotorgroup.com www.iraaudi.com

Audi Shrewsbury 780 Boston Turnpike Shrewsbury, MA 01545 508.581.5880 Fax: 508.581.5880 email: parts@wagnermotors.com www.audishrewsbury.com

Hoffman Audi 700 Connecticut Blvd East Hartford, CT 06108 860.282.0191 Fax: 860.290.6355 www.hoffmanauto.com

Mattie Audi 80 William S. Canning Blvd.

Fall River, MA 02721 800.678.0914 Fax: 508.730.1283 www.mattieaudi.com

Audi Cape Cod 25 Falmouth Road (at the Hyannis Airport Rotary) Hyannis, MA 02601 PH: 508.815.5600 FAX: 508.568.9410 www.audicapecod.com

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THERE HAS NEVER BEEN A BETTER WAY TO BUY THE WORLD’S BEST ENGINEERED PARTS. For Original BMW Parts, contact one of these authorized BMW centers: BMW of West Springfield 1712 Riverdale St. West Springfield, MA 01089 PH: 413-746-1722 FAX: 413-304-9009 www.bmwwestspringfield.com

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New Country BMW 1 Weston Park Ave. Hartford, CT 06120 PH: 860-240-7881 FAX: 860-240-7873 www.newcountrybmw.com

New England Automotive Report

BMW of Stratham 71 Portsmouth Avenue Stratham, NH 03885 PH: 603-772-0000 FAX: 603-772-9436 www.bmwofstratham.com

BMW of Warwick 1515 Bald Hill Rd. Warwick, RI 02886 PH: 401-821-1510 FAX: 401-823-0530 www.bmwofwarwick.com

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Original BMW Parts

www.bmwusa.com

The Ultimate Driving Machine®

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.

BMW of Sudbury Wholesale Parts 68 Old County Road Sudbury, Ma. 01776 PH: 800-338-3198 FAX: 508-881-7578 www.bmwofsudbury.com

BMW of Cape Cod 500 Yarmouth Road Hyannis, MA 02601 PH: 508-815-5500 FAX: 508-790-3551 www.bmwofcapecod.com

Wagner BMW of Shrewsbury 770 Boston Turnpike Shrewsbury, MA 01545-3202 PH: 866-438-3997 FAX: 508-925-2291 www.wagnerbmwofshrewsbury.com

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[AASP/MA MEMBER SHOP] SPOTLIGHT

COHASSET COLLISION CENTER

ill Cavanaro of Cohasset Collision knew from a very young age that he was destined to work with cars, but he never imagined that someday he would be the founder and CEO of his very own auto collision center. He began as a young man steam cleaning trucks for $1.50 an hour, which in turn led to learning the art of painting cars. However, Cavanaro realized he had bigger plans in mind and moved into management in 1985. After managing several shops along the South Shore of Boston, Cavanaro was approached by a shop owner who was going out of business. He bought

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all of the shop owner’s equipment as well as a piece of land in Cohasset, and thus Cohasset Collision was born.

By 2004, the business was doing so well, he decided it was time to open another facility (only a few miles away) to service his customers who needed mechanical work.

This led to the opening of Atlantic Tire in Hull. With six employees at the mechanical shop, the remaining 22 employees are able to focus strictly on collision repair.

PHOTOS ABOVE Left: One of the cool builds to come from Cohasset Collision Center Right: The Cohasset Collision Center team excels in technical skill and customer service.

With 23 working bays, the 13,000 square-foot Cohasset Collision is able to service anywhere from 300 to 350 cars a month. Cavanaro feels his business is able to maintain such a successful throughput because his employees are the best in the business and are treated with the utmost respect.

“Most of our employees have been with us since we started. I care deeply for my employees and really try to pay them back for their commitment to the business and the company. We have a profit-sharing program that puts them in shape for their future. It’s very important to me to take care of my employees. It’s very difficult to find talented technicians, and we have the best around.”

In order for the business to keep their customers happy, the shop has Standard Operating Procedures (SOPs) set in place that allow everyone to not only visualize their responsibilities, but also maintain open communication with one another.

“We can have up to 100 cars in the building at any time; in order to stay on schedule and focused on every vehicle, we have a meeting every morning at 7am to go over every single car that we need to focus on that day. Every person’s job is critical, so it’s important continued on page 44

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2017 MEMBERSHIP APPLICATION MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

As a member of the Alliance of Automotive Service Providers of Massachusetts (AASP/MA), I will abide by the association’s bylaws and code of ethics. I understand that membership in AASP of Massachusetts is non-transferable, and I must remain current with my dues in order to be a member in good standing. I understand that if I discontinue my membership that I must immediately cease using any association promotions, logos or materials. Additionally, I understand that as part of my AASP of Massachusetts membership, I will receive New England Automotive Report, the official publication of AASP of Massachusetts, faxes, emails and other mailings.

*** PLEASE TYPE OR PRINT LEGIBLY *** Primary Contact Name: ________________________________________________________________________________________________ Business Name: ______________________________________________________________________________________________________ Street Address ________________________________________________________________________________________________________ Street

City

State

Zip

Mailing Address ______________________________________________________________________________________________________ Street

Phone Number ( E-mail Address

City

)____________________________________ Fax Number (

State

Zip

) __________________________________________

________________________________________ Web Site Address ____________________________________________

MEMBERSHIP TYPE (check one) Collision Repair Shop

ACCOUNTS PAYABLE CONTACT: Name: __________________________________________________

Mechanical Repair Shop

Phone Number: __________________________________________

Both, Collision & Mechanical Repair Shops Vendor

Email:____________________________________________________

RS Number (if applicable) ________________________________ ANNUAL MEMBERSHIP DUES

AASP/MA CHAPTER (check one) MidState Southeastern Northeastern Western

(The AASP membership year is from January 1 to December 31, 2017)

$40/month

$115/quarter

$425/year - BEST VALUE!

Monthly & Quarterly Dues are Automatic Credit Card Transactions ONLY*

NEW! Political Action Committee (PAC) Donation ...............$_____ Personal Contributions Only

ADDITIONAL CONTACT FOR NEWSLETTERS AND LEGISLATIVE UPDATES Name: ____________________________________________________ Email: ____________________________________________________ Name: ____________________________________________________ Email: ____________________________________________________ Name: ____________________________________________________

Check or Cash

Credit Card:

Visa

MasterCard

Amex

Card Number: __________________________________________ CID Number: ____________ (3#s on back for Visa, 4 on front for AMEX) Expiration Date: ________________________________________ Name on Card: __________________________________________ Billing Address of Credit Card: ____________________________

Email: ____________________________________________________

________________________________________________________

Name: ____________________________________________________

________________________________________________________

Email: ____________________________________________________

Signature: ______________________________________________

Name: ____________________________________________________

Date: __________________________________________________

Email: ____________________________________________________

PLEASE COMPLETE THIS MEMBERSHIP APPLICATION AND RETURN IT WITH PAYMENT TO AASP-MA OFFICE. 12 Post Office Square, 6th Floor • Boston, MA 02109 Phone: (617) 574-0741 | Fax: (617) 695-0173|jzywien@aaspma.org As required by the U.S. Tax Code, AASP of Massachusetts, Inc. informs its members that 75% of the dues paid to the association are tax deductible. The remaining 25% is allocated to legislative activities and is not tax deductible.

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[MEET THE] BOARD

JOSH FULLER

As members of the massachusetts automotive community carry on through 2017, they will do so with one of the most dedicated AAsP/mA participants at their side.

An active auto body professional, Josh Fuller of Fuller Automotive Companies is one of the newest members of the AASP/MA Board of Directors. He comes to his new position with years of experience at one of the state’s most prominent and successful collision repair locations.

A Commonwealth institution for 103 years, Fuller Automotive Companies is an Auburn-based, fourth-generation family enterprise currently comprised of Fuller Auto Body and Collision Center (overseen

by Fuller), Fuller Automotive (run by Fuller’s brother, Chris), Fuller Auto Sales (overseen by industry veteran and family friend Dana Stoico), towing and rental services and a SpeeDee oil change operation. The business’ administrative and

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marketing needs are met thanks to Fuller’s sister, Kerri Cunningham.

Fuller is pleased to report that the business’ success has resulted in double-digit annual sales growth. In his mind, this great achievement was made possible by staying engaged in industry education and learning as much as possible at AASP/MA educational seminars and related events.

“Every day, you have to make educated decisions in order to properly invest in your people and the technology to be competitive. We’ve done that and continue to do so, and I’d like to share that with other members. I’ve had people ask me why I’d want to do that with my competitors, but I believe that there’s strength in numbers.

I welcome the opportunity to share knowledge with other shops because it will help the industry. It’s not how we strive to succeed as an individual entity that’s important – it’s how we share the vision and core values as a group.”

A 2001 graduate of Bentley University, Fuller worked in the financial development program at Liberty Mutual for two years before permanently returning to the family business. The ensuing years saw the shop take a more active role in the association, with former President Tom Ricci serving as a regular source of encouragement and support.

“I attribute a lot of our involvement in the state to [Tom]," he says. “He served as a mentor to me when I came into the industry.”

Currently, Fuller devotes much of his time away from the shop to promoting automotive education. In addition to serving as chairman of the I-CAR Volunteer Committee of Massachusetts, he serves on the Advisory Board for Bay Path Regional Vocational Technical High School in Charlton and makes it a point to hire as many area students as possible. In fact, half of the 30 technical and/or administrative professionals who comprise Fuller’s collision repair team graduated from a vocational school program in the last 10 years. Regarding I-CAR, he remains an avid believer in what the organization offers the auto body field.

“To me, I-CAR is no different from the latest welder or machine that you utilize to fix these vehicles. As the vehicles continue to get more technologically advanced, great tools will be needed to be able to do that. In order to compete, gain market share and serve your customers, you need the proper tools.”

Although running a body shop in 2017 can be a stressful endeavor for even the most seasoned pro, Fuller Auto Body strives to project a spirit of positivity as much as possible. The shop’s ongoing work in the community includes participation in the Recycled Rides program (in partnership with Hanover Insurance). Additionally, the shop joined forces with Enterprise Rent-A-Car last summer to make a $1,500 donation to Auburn Youth and Family Services. These funds will assist the program in providing guidance and supervision for children during the summer months while their parents are at work. The level of altruism exhibited by the business extends to every customer who brings a repair job to the shop.

“There isn’t a body shop owner out there who doesn’t like helping people out.

Deep down inside, it makes you and your staff feel good that when somebody has a continued on page 35

“TO mE, I-CAR Is NO dIffERENT fROm ThE lATEsT wEldER OR mAChINE ThAT yOu uTIlIzE TO fIx ThEsE vEhIClEs. As ThE vEhIClEs CONTINuE TO gET mORE TEChNOlOgICAlly AdvANCEd, gREAT TOOls wIll bE NEEdEd TO bE AblE TO dO ThAT. IN ORdER TO COmPETE, gAIN mARkET shARE ANd sERvE yOuR CusTOmERs, yOu NEEd ThE PROPER TOOls.”

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VISIT US AT NORTHEAST® BOOTH 141

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[NATIONAL] NEWS by Joel Gausten

Certification, SCRS Leadership Meeting to Highlight 40th Annual NORTHEAST® In just a few short weeks, AASP’s New Jersey affiliate association (AASP/NJ) will celebrate the 40th anniversary of its flagship event, the NORTHEAST Automotive Services Show. Held March 17-19 at the Meadowlands Exposition Center in Secaucus, NJ, NORTHEAST will offer a weekend of extensive educational seminars, industry-related discussions and hundreds of vendors on over 65,000 square feet of sold-out exhibit space – all at a location only a couple of hours away from the Commonwealth.

AASP/NJ President Jeff McDowell tells New England Automotive Report that this year’s event has been designed to help attendees gain critical insight into the biggest issues facing today’s collision repair and automotive service community.

“This past year was an interesting one, to say the least,” he says with a chuckle. “It seemed there was turbulence everywhere we looked, and our industry was no different. Every year in planning NORTHEAST, we face the challenge of presenting something that will not only educate our attendees, but also keep them one step ahead. Last year, our initial OEM certification program panel helped inform attendees of what was on the horizon. Since then, the topic has exploded, and so we thought we’d incorporate the theme of certification throughout the weekend of NORTHEAST 2017. Certification is the future of this industry, and we plan to cover the topic inside and out March 1719.”

Building upon last year, NORTHEAST will host a series of discussions on shop certification, getting perspectives from the manufacturers, tool 22 February 2017

and equipment providers and even the shops themselves. Additionally, ICAR will be present throughout the event to provide can’t-miss technical training and information.

An avid NORTHEAST supporter for decades, the Society of Collision Repair Specialists (SCRS) will again join AASP/NJ in co-hosting the annual NORTHEAST Resolution Forum & Leadership Meeting on March 17.

The afternoon gathering will once again provide industry representatives from across the country a platform to share news and ideas. SCRS Executive Director Aaron Schulenburg is quick to praise AASP/NJ for their years of service on behalf of the national industry through the annual show.

“When you have a longstanding, respected state association that’s well recognized across the state and the general locations around it, I think that really leads to the credibility of an event like NORTHEAST. You have a lot of really strong, engaged people who are in touch with things that are going on in other areas.”

After scoring standing-room-only crowds at last year’s NORTHEAST, internationally known industry speaker Mike Anderson (Collision Advice) will return to the show next month to offer two must-see seminars. The first, an update on the “Who Pays for What?” surveys conducted by Collision Advice and John Yoswick of CRASH Network, will give attendees insight into how the project – which currently boasts more than 1,000 shop participants – helps identify where shops are succeeding in receiving proper payment for the work they perform. Anderson looks forward to sharing these findings with

New England Automotive Report

shops in Massachusetts and beyond.

“When we first started doing this survey, my intent was [for] people to use the survey results just to become aware of what’s not included so they can charge for it, or so that they can utilize [the results] so if when an insurance company said, ‘You’re the only one,” they had some proof to say, ‘I’m not the only one; you guys do pay for this.’ But a third thing that came out of the survey this past year is that people told us that they were using it to show the consumers, which I never thought about. They [told us], ‘I was able to show my consumer that when an insurer told them that nobody else charges for this, other people do charge for this and get paid for it.’”

In addition, Anderson will use NORTHEAST to debut a brand-new course on 100-percent disassembly and parts mirror matching.

NORTHEAST 2017 would not be able to offer so much to the thousands who are set to attend without the tremendous support of the following: Platinum Sponsor – BASF, Gold Sponsor – Ford, Silver Sponsors – American Honda, Flemington Car & Truck Country, Door Prize Sponsor – Axalta Coating Systems.

For more information on the NORTHEAST Automotive Services Show (including how to register), visit aaspnjnortheast.com. For more information on AASP/NJ, visit aaspnj.org.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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[GUEST] FEATURE

by William Grindem

Where Are My

If you’re a shop owner like me, I’m willing to bet that you’ve probably had at least one customer’s set of car keys go missing at some point.

Maybe they went missing for a day or so because one of your workers accidently left them in their work pants and went home at the end of the day without realizing their mistake, or someone set them down and forgot where they last put them. Usually, it’s not a big problem to resolve. In past years, even if you couldn’t find them, all you had to do was make a quick call to the car dealer where you buy your parts and talk to the manager about what happened. With the 26 February 2017

car’s VIN, they would have a new key (or new keys) cut for you. It was quick, easy and at a minimal cost.

Then “chip keys” came along. They looked just like a regular key except for the little circuit (known as a “pellet”) that was embedded in the blade towards the top part where you hold it. After that, the keys became larger at the top and started to include buttons to arm/disarm a car alarm, lock the doors, etc. You could still get your car dealer to cut them, but they started to cost a little more. Additionally, some of them had to be “programmed” by the parts department at the dealer.

Now, the latest ones don’t even look like keys, and some don’t even have to be inserted into the ignition on the steering column anymore. (This makes me wonder why we’ve become so lazy that we can’t

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Keys?

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even insert a key into an ignition just to start a car!) Just have them on you, push down on the brake pedal, press the button on the dashboard and – like magic – the car starts.

But you also need to make sure that you don’t get out of the car with that so-called “smart key” in your hand, put it down for a second or mistakenly get back in the car and drive off. Once you turn the car “off” after doing any of these things, you’ll be making a trip back (in another car) from where you came, or you’ll be making a phone call to have someone come and get you or to bring you that “smart key.” This is not good, but I can tell you how it can get even worse.

The other downside to newer cars is that some of them will automatically lock the doors on you, so you also have to make sure that you don’t end up with the keys locked inside the vehicle (which I’ve also

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had happen to us on a few occasions). I pulled a new Jeep in the shop one night, made sure the doors were not locked, opened and closed them a couple of times, placed the key fob on the dashboard and went home. When I came in the next morning, the Jeep was locked. Not a good way to start the day. The Jeep was blocking about six other cars from being moved out of the shop, and I had to spend about 30 minutes getting into the vehicle. After that incident, I told my guys to place the keys on the roof or on the driver’s side wiper blade so that everyone could see them when they needed to move that vehicle. Easy and simple, right? Wrong!

The worst case came with a 2015 Honda CR-V that once again had one of those “smart keys.” The vehicle arrived to us with a “deer hit” to the front end. We made all the needed repairs, but we had a small trim piece that was back-ordered. The customer had to come back the following week before Thanksgiving so we could install it while she waited in our office. She showed up around 4:30 on her way home from work, so it was dark out. With my guys knowing some of the issues regarding these “smart keys” (and knowing that the needed repair that day was only going to take them about 10 or 15 minutes to do), they pulled the car in the shop, set the keys on the outer cowl panel on the driver’s side wiper blade and installed the part.

With the part installed, one worker got in the car and started it while another one opened the overhead door to let him pull it out. He then pulled the car up next to the office door, opened the car door and left it open with the car running so that the owner could just get in her car and head home. She got in her car, pulled out and drove away.

All good – or so I thought until I got a phone call about 20 minutes later from her asking me where her keys were. After telling her that they had been placed down by the wiper arms, I asked her to “go look by the wipers or pop the hood to see if they just slid down a little bit.” My hope was that she couldn’t see them because it was so dark out. Five minutes later, she called back fuming.

“They’re not there,” she said. “I also have the keys to my other car and my house on that key ring.”

At this point, I thought and hoped that the keys just fell off as she pulled away from my building and that I’d spot them in my parking lot. No luck. I jumped in my

A new system has gone a long way in helping our shop better track key fobs. truck and drove all the way to her house and back with the continued hope that I’d see them in the middle of the very rural back roads that go to her house. Eight miles there and eight miles back to the shop. No keys.

The next morning, I had my son get in my truck and we took the drive again. With him hanging his head out the passenger side window, we went about five miles an hour, flashers and strobe lights going with him looking down at the side of the road. Since it was late fall, there were dead leaves all over the place and the wind was still blowing at about 15 to 20 mph, so the chances of me actually finding the keys were slim to none. Eight miles up and eight miles back with no keys to show for it.

I called my customer with my tail between my legs, apologized for everything and assured her that I would take care of getting her a new key fob for her CR-V. That’s when she reminded me that she had another one to her Honda Accord on the same ring. I took the drive again to her house, left my truck in her driveway and drove her car 17 miles to the nearest Honda dealer that we buy our parts from so that they could program the new key. Thankfully, I got the key for my wholesale price, and the dealer gave me a little bit of a break on the labor charge. Thirty minutes later, I was back on the road to return her car with the new smart key and paperwork for her that

Some of the trickiest technology in today’s cars can be found in the keys. (Photo source: forums.edmunds.com) showed I also paid for one for her Accord.

She thanked me for taking care of it and said she was fine with stopping by the dealer to get the new one when she gets the time.

The total tally was about four hours of wasted time, $200 for parts and labor and egg on my face looking like an idiot to my customer. Just great. Now, the question became, “How can we prevent this from occurring again?” Well, the answer is right in front of me and it was attached to my shop keys. It’s called Tile, and it’s a small device that you can buy online from their website that you attach to whatever you want. (In this case, I’ve attached it to my shop keys.) You load a free app onto your smart phone; if you misplace that item, the app will show you a map and get you to within 10 feet of that item. My wife gave it to me for Christmas a couple of years ago after I got tired of my son going out behind the shop to unlock the gate or one of the storage trailers and then forgetting at the end of the day where he had put the keys.

I quickly went to their website and ordered six of them; when they came in, I gave them each an individual number.

When a car comes in with a smart key these days, we put a Tile on the key fob and write that number on a small, colored round dot that we then stick to the repair order so that we know that it’s been tagged and that it has a smart key. When the customer picks their car up, the red dot on the file reminds us that we have to remove the Tile from their keys. The good thing is that even if they come by and one of my guys gives them their car while I’m out of the office, all we have to do is pull up the app on my cell phone and we can call the customer to let them know that it’s on their key.

Problem solved. Now…all I have to do is find out if they can make me a miniature version of Tile so I can figure out where I left my cheater glasses.

MASSACHUSETTS

BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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[LEGAL] PERSPECTIVE by James A. Castleman, Esq.

HOW DO YOU TELL A CUSTOMER THAT THEIR INSURER IS RAkING THEM OVER THE COALS? For the past few months, this column has been devoted to describing the new standard Massachusetts private passenger auto insurance policy. This has included discussing some provisions in the policy that are less than favorable to insureds, such as the new requirement that an insured must purchase collision or comprehensive coverage in order to have their insurer pay for the involuntary tow of their vehicle from the scene of an accident. I have also been receiving reports from shops lately that some of their customers have been getting advice from their insurers (or from their agents) that is not in the customers’ best interest, such as being advised to purchase a high deductible when the insured cannot afford to pay this amount if they have an accident. Further, it has always been a problem when a claims adjuster tells an insured that their policy will not allow them to pay for a certain item of repair when that is just not the case.

Members of the collision repair industry tend to know that these problems exist, know when an insurer is giving a customer bad or false advice and know which insurers in their area are more problematical than others. Being in this position, can shops safely advise their customers about these issues? Can a shop try to steer a customer away from a particular insurer, or is it chancing an expensive lawsuit if they do? What can a shop tell its customers, and what should it steer clear of?

The Rules of the Game While free speech is a constitutional right in the United States, there are limits on that right. Famously, the Supreme Court held many years ago that people do not have the right to falsely scream “fire” in a crowded theater. Likewise, if you make defamatory statements about 30 February 2017

a person, then you can be held liable for monetary damages for doing so. Both libel (written defamation) and slander (oral defamation) can be grounds for a lawsuit. If you influence a customer to change insurers because of making a defamatory statement, then you can be held separately liable for damages for maliciously interfering with the insurer’s existing contractual relationship with its insured.

In order to know the limits about what you can legally say, it is important to know what “defamation” actually is so that you can avoid it. Generally, there is a three-prong test that must be met in order to establish that a statement is defamatory: • First, there must be a false statement made about someone. As you may have heard before, truth is an absolute defense to a defamation action. In other words, you can say the worst things possible about someone, but if those things are true, then there is no defamation.

Additionally, if something is a statement of opinion rather than an untrue statement of fact, then it is not defamation.

Also, note that a defamatory statement must be about “someone;” a general statement that “most people in the insurance industry are liars” is probably not defamatory, since it is not being said about any particular individual. Also be aware, however, that “someone” is broadly interpreted and can include a business – even an insurance company – and not just a human being.

• Second, the statement must be made to a third party. If you are in the middle of the woods and wrongly scream out that a particular insurance appraiser is a criminal but nobody hears you, then it is not defamatory. By the same token, if

New England Automotive Report

you make the accusation directly to the appraiser and no one else can hear you, then it also is not defamation.

• Third, the statement must harm the reputation of the person about whom it is made. If the person already has a terrible reputation, then a mild additional false statement about them may not be defamatory. Will the statement lower other people’s opinion of someone, or might it deter some people from doing business with them? If not, then it is not defamatory.

So What Can You Say and Do? Playing by the rules of the game, you still have a huge amount of leeway as to what you can say and do to educate your customers regarding their insurer and how that company is treating them. As long as you stick with the truth when relating facts to your customers, and identify your opinions as opinions, you should be safe in whatever you communicate to your customers. What follows are some examples of what you may be able to say and do.

Figure out which insurers have adopted the new standard Massachusetts auto insurance policy, identify the problems with the policy and hand out a list to your customers that names the insurers that have adopted the policy and the problems that you perceive. This may be difficult to do, since the adoption of the new policy by Massachusetts insurers will be a continuing process and could change from month to month.

Also, there would be a fair amount of work to do to be able to put together a comprehensive explanation of the problems with the new policy - although the Legal Perspective articles in New England Automotive Report over the past three months would be a good source for determining the problems.

If you find that some of your customers have been given bad advice about which coverages to purchase or how much of a deductible to buy, identify those insurers or insurance agents that have been giving that advice, let your customers know of them and explain why you think it is bad advice.

You have to be more careful with these

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disclosures. Above all, you must feel confident that your customers were actually given the particular bad advice by the offending insurers or agents, and you should make it clear that it is only your opinion that the offending business were giving bad advice. As an example, you may want to prepare a statement similar to this one: We have been told by some of our customers that they have been advised by Xyz Company to purchase a $1,000 deductible in order to save premium dollars. In our opinion, this was bad advice, since the difference in cost for a $500 deductible is relatively small, but coming up with the additional $500 when these customers have been in accidents has been difficult for them. Based on this, it is our opinion that you should be careful when dealing with Xyz Company, and that you may want to consider changing to another company that may give you better advice.

If you find that certain insurers are more willing to pay your Labor Rate, are more willing to pay for OEM parts or are more cooperative in writing appraisals and/or supplements in a timely manner (or are otherwise easier for your shop to deal with), let your customers know which insurers you get along with and with which ones you do not. Again, you must be careful with these statements to your customers, making sure that they are factually correct and that your opinions are your opinions. But you may be able to put together a handout for your customers that says something like this: Based on our experience, there are certain insurance companies that are generally more cooperative in settling our customers’ claims, and there are other companies with which we and our customers have had difficulty in settling claims. In particular, we have found that certain insurers are more willing to pay for parts, labor and procedures necessary to repair a vehicle to pre-accident condition, and there are other insurers that are less willing to do so. Further, we have found that certain insurers respond to claims issues more quickly and more fully than others. Based on our experience, attached is a list of insurers that, in our opinion, are better to deal with. We have also attached a list of others that, in our opinion, are worse to deal with. You may want to continued on page 35

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[LEGAL] PERSPECTIVE

[MEET THE] BOARD

continued from page 31

continued from page 20

consider this in addition to premium costs when buying auto insurance.

traumatic experience, you’re here to help.”

Not surprisingly, Fuller Automotive Companies’ deeds have earned praise and recognition from outside the industry.

In 2014, they were among the winners of the Massachusetts Family Business of the Year Awards announced by the Northeastern University Center for Family Business at a celebration event hosted at the Henderson House in Weston. (“AASP/MA Member Named Family Business of the Year,” NEAR August 2014). Recipients of the Awards are selected by a panel of independent judges based on the following criteria: Business success, positive business and family linkages, multigenerational family involvement, contributions to the community and industry and innovative business practices or strategies. Fuller Automotive Companies, who won in the “medium firm” category (25 to 100 employees), was nominated by their customer and friend, Senator Michael O. Moore. More recently, Fuller Auto Body and Collision Center was named “Best Auto Body Repair in Central Massachusetts” by the Worcester Telegram & Gazette.

Looking towards the future, Fuller is hopeful that he can help his fellow shop owners remain positive in a constantly complex and changing profession.

As he says, “It’s not easy, but nothing worth doing is.”

You would then attach a page with two columns, one being “Insurers that, in our experience, are better to deal with in settling claims” and one being “Insurers that, in our experience, are worse to deal with in settling claims.”

On an individual claim basis, you can also communicate relevant facts to your customer and express your opinion based on those facts. Here is an example: We have been trying to settle your claim with your insurer. Unfortunately, they refuse to pay our standard posted Labor Rate and refuse to pay for what we believe to be the right parts to properly fix your car. We do not have these problems with most other insurers with which we deal. In our opinion, your insurer is treating you and us unfairly. You may want to contact your insurer to see if you can get them to pay what is needed, or you may want to consider choosing another insurer altogether.

Conclusion These are only some suggestions about what you can tell your customers, and the suggested language may seem continued on page 50

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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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.

Bernardi Honda 960 Worcester Road Natick, MA 01760 Parts Direct: 800-247-3033 FAX: 508-651-1220 www.bernardihonda.com

Lia Honda of Northampton 293 King Street Northampton, MA 01060 Toll Free: 800-369-7889 Direct: 1-413-586-6043 FAX: 1-413-585-0502 www.liahondanorthampton.com

Honda North 382 Newbury Street Danvers, MA 01923 Toll Free: 800-882-9797 FAX: 978-774-9483 e-mail: eadams@iclautos.com www.hondanorth.com

Kelly Honda 540 Lynnway Rt. 1A Lynn, MA 01905 Parts Direct: 800-779-7466 FAX: 781-595-2898 e-mail: awilliams@kellyauto.com

Honda of Enfield 20 Palomba Drive Enfield, CT 06082 Toll Free: 800-222-6632 FAX: 860-253-5419 www.liahondaofenfield.com

Schaller Honda 1 Veterans Drive New Britain, CT 06051 Toll Free: 800-382-4525 Direct: 860-826-2080 FAX: 860-826-2083 e-mail: jkiniry@schallerauto.com www.schallerauto.com

36 February 2017

New England Automotive Report

Lundgren Honda of Auburn 525 Washington Street Auburn, MA 01501 Toll Free: 800-777-2044 FAX: 508-721-0872 e-mail:pmccarthy@lhonda.com www.lhonda.com

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New England Automotive Report

February 2017

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SCANNING REQUIREMENTS: Will Insurers React?

A

s explored in last month’s cover story, the issues and arguments surrounding the topic of pre- and post-repair scanning are growing with the release of every new OEM position statement. On one side, proactive shops that have committed the finances and training necessary to properly do these scans are insisting on receiving proper compensation from insurers for the work they perform to ensure vehicle owners’ safety. On the other side, the insurance industry is responding to a (largely) new charge from the auto body industry in a way that is inconsistent at best. (Sometimes this inconsistency is found even among personnel at the same company.)

New England Automotive Report’s ongoing work on this topic has so far revealed a frustrating time for most repairers looking for consistent and appropriate information from insurers on where they stand on scanning practices and payments. For example, Amica and Plymouth Rock Assurance did not respond to our request for a position statement by press time, while a media representative for Arbella told us that the subject is “a little bit too new” for the company to address in the press. Although plenty of insurers have been slow to publicly state their philosophy on pre- and post-repair scanning, some have been 38 February 2017

by Joel Gausten

proactive in responding to the industry’s call for clarification. In a prepared statement sent to New England Automotive Report on January 13, Metropolitan Property and Casualty outlined their current standing: Metropolitan Property and Casualty Insurance Company has instructed our employees and our shop partners that the company will assess the need to scan any particular vehicle on a case-by-case basis during the course of repairs, as recommended by the manufacturer and with the guidance of I-CAR. The company will pay the fair and reasonable market value of having scanning done in each vehicle as required to return the vehicle to its pre-loss condition.

In a statement originally published by Repairer Driven News (tinyurl.com/jxe6bkh), Chubb Insurance went on record with the most extensive position on scanning to date (with the insurer’s original bold/italics included below for emphasis): Chubb has decided that we are going to allow for pre and post scans on all ‘modern’ autos (1990 and Newer).

Your first line on the estimate should read pre-scan at 1.0 hour of body rate and the last line on the estimate should read

New England Automotive Report

post-scan at 1.0 hours of body rate. If you find that the cost of doing the scan is going to be higher, then provide the actual scan report and the invoice and we will reimburse accordingly on the SUPPLEMENT. Chubb takes this very serious and wants to make sure the vehicle is returned in proper working order.

Not surprisingly, Chubb’s willingness to acknowledge the necessity of scanning has been felt throughout the national auto body industry. During the recent Society of Collision Repair Specialists (SCRS) Open Board Meeting in Palm Springs, CA, Executive Director Aaron Schulenburg noted the significance of the insurer’s new outlook.

“What’s important here is that they aren’t recognizing it on vehicles made by automakers who have position statements; they’re recognizing it on modern day vehicles from 1990 and newer,” he said. “They recognize that vehicles of that era have technology that require this operation.

It’s not a position statement that necessitates [the scan]; it’s the technology in the vehicle that necessitates it.”

Despite the positive news regarding Chubb, Schulenburg was quick to point out that there are still insurers that are actively pushing back

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against the black-and-white procedures outlined by the OEMs. “The challenge we have is that with costs associated with these operations, you have others in the industry who have presentations or comments about ‘common sense approaches’ or things that call for subjectivity in an area that really doesn’t support subjectivity. Today’s vehicles have sensors and technology that requires diagnostics and things that need to be identified that are not visible. At our OEM Collison Repair Technology Summit at SEMA, you heard Honda talk about the fact that their base model vehicle, the Honda Fit, has 500 potential Diagnostic Trouble Codes that can be thrown and only 13 Malfunction Indicator Lights [MILs]…Today’s vehicles don’t visibly show us what’s wrong unless we speak to them, look for it and use the diagnostics that are available to us…I think we need to be really careful of allowing opinions, perspectives or subjective comments to influence what we as an industry do or accept as a reasonable solution when there are very defined parameters in place.”

Past SCRS Chairman Barry Dorn stressed that shops that do not perform auto body work per OEMrecommended procedures – including pre- and post-repair scanning – could leave themselves exposed to serious legal consequences.

“How do you use a ‘common sense approach’ when you are required to do x, y and z regardless of what the situation may be?” he asked.

“I can’t take that gray area and make the case in front of a jury. When you have drivers who rely on outside mirrors and lights on the dash to know when to move over, you can’t guess at how to fix the vehicle. I can’t say, ‘I looked at insurer A and adjuster A and considered a common sense approach.’ The attorney will say, ‘Mr. Dorn, what does the OEM say you

While it is clear that scanning is a legitimate and crucial part of the repair process, compensation for this work remains a frustrating – and, in some cases, unmentionable – topic. have to do? Did you do it?’ The liability rests there.”

While it is clear that scanning is a legitimate and crucial part of the repair process, compensation for this work remains a frustrating – and, in some cases, unmentionable – topic. At the January Collision Industry Conference (CIC) in Palm Springs, Emerging Technologies Committee Chairman Jack Rozint moderated a panel discussion on scanning.

Participants included representatives from MSOs, scan tool companies, OEM vehicle manufacturers and representatives from Allstate and State Farm. Prior to the discussion, Rozint stated that ground rules prohibited discussions regarding compensation for performing scans, citing antitrust concerns and the makeup of the panel as the reason for this decision. Later during the Open Mic session, Schulenburg opined that CIC was indeed one of “the right rooms” to have a discussion on how compensation is impacting the issue.

“While we can’t necessarily talk about specific charges, that compensation issue is driving a lot of the tension,” he offered. “It’s an important thing for us as the industry to address…If it weren’t a compensation issue, I don’t think anybody would be debating the need to perform [scans] or the need not to perform [them]; we would all agree that [they] should just be done.”

Additionally, miscommunication within the insurance industry appears to be another obstacle preventing the full implementation of scanning. Dan

Young, vice president of sales and marketing for Collision Diagnostic Services (makers of the AsTech interface), cautioned the CIC body that a considerable disconnect exists between what insurers acknowledge on the corporate level and what happens out in the field.

“You’ve got 6,000 field reps out there for a Top Five insurance carrier who are really struggling with the direction in policy…At the end of the day, I think the car is the true voice, and we have to take care of the customer,” he said.

With the auto insurance and collision repair industries continuing their debate over the merits of scanning (and the monetary politics surrounding it), Schulenburg made it clear at the SCRS meeting in Palm Springs that a growing number of repair professionals are drawing a line in the sand and refusing to do anything that compromises what is appropriate for the safety and protection of the consumer.

“As an industry that has spent decades talking about how to become more efficient and better at what we do, we should be taking advantage of the technology. It shouldn’t be an argument and it shouldn’t be a call for ‘common sense;’ it should be a practical approach to using the technology that’s available to us today.”

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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40 February 2017

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New England Automotive Report

Bernardi Toyota 1626 Worcester Road Framingham, MA 01702 Parts Direct: 800-248-3033 FAX: 508-879-7895 www.bernarditoyota.com

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[VICE PRESIDENT’S] MESSAGE

[EXECUTIVE DIRECTOR’S] MESSAGE

continued from page 8

continued from page 10

We all could do a better job of identifying our costs, calculating fair and reasonable charges, documenting our reasons for the procedures we perform (via OEM position statements and standards) and getting these amounts from insurers and customers.

With 2017 just beginning, I urge you to use this year to strengthen your financial tracking capabilities to receive the compensation you’ve earned.

That’s one New Year’s resolution worth keeping.

testify before legislators on all priority issues. There is ample coverage of these events in both our Damage Report newsletter and New England Automotive Report. Please look for more information and reports in upcoming publications. It remains imperative that our members stay connected and keep a close watch on updates and special notices.

Throughout this session, we may call upon our members to contact your legislators to assist us in our lobbying efforts.

I would encourage all members to visit aaspma.org/auto-body-laborbill/ and check out our five priority matters. Our Board members have created videos explaining each piece of legislation and its importance to shop owners. Any member interested in learning more about the legislative process or becoming more involved with the Legislative Committee is encouraged to contact the office. We are always looking for willing volunteers to help build the success of the auto repair industry.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

Sincerely,

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

Jillian Zywien ADAM IOAKIM is the co-owner of Hogan & Van

Auto Body in Medford, MA. He can be reached at (781) 436-0366 or adam@hoganandvan.com.

AASP/MA EXECUTIVE DIRECTOR JILLIAN ZYWIEN has been a senior account executive at Lynch Associates for over eight years.

She can be reached at (617) 574-0741 or via email at jzywien@aaspma.org.

[AASP/MA MEMBER SHOP] SPOTLIGHT continued from page 18

for everyone to be able to visualize that. We have a large working board that everyone refers to each morning in addition to longer monthly meetings in which we discuss any issues that come up.”

When customers come through the door of the shop, most times it means a car accident or a problem with their car, so they are usually not happy to be there. Cohasset Collision does what they can to make their experience a little less troublesome.

They have amazing personnel to greet them, and the shop has tea, coffee and jars of candy around (which can go a long way sometimes). They also have Enterprise Rent-A-Car representatives in the building if the customer needs a rental.

When it comes to customer service, they don't let anything including outside pressures - get in the way.

44 February 2017

“It’s always a struggle with the insurance companies, but it’s not an excuse to skip out on any necessary procedures. People have busy lives and need their cars, and it’s up to us to get the job done. We try to develop the best relationships as possible with the insurance companies, but it’s not easy; however, it’s up to us to meet our customers‘ needs no matter what the issue.”

In addition to keeping their customers happy, Cavanaro enjoys spending quality time with his employees. For the past six years, the Collision Center has purchased an old run-down vehicle to restore and have some fun with.

“We purchase a car and have a team effort on the restoration. We have a big countdown clock to count down the time in a year for us to finish it for a particular car show in town. The cars we purchase to restore are in dire

New England Automotive Report

straits when they come in and are showpieces when we are finished. It really builds camaraderie, and it’s a lot of fun. We take great pride in the restorations, and the cars are eventually sold to car collectors all over the country – one being as far away as Tasmania.”

Despite the ups and downs of this profession, Bill Cavanaro remains proud to be doing what he loves.

“There’s great gratification in this industry. To [have] a customer who has gone through an unpleasant experience come in our doors and then leave having a pleasant experience, it makes for a good day. If I had it to do over again, I wouldn’t change a thing.”

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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Contact these Ford or Lincoln Mercury dealers for all your parts needs:

IMPERIAL FORD 6 UXBRIDGE ROAD MENDON, MA 01756 Toll Free Parts: 877-272-0332 Toll Free Fax: 877-800-6316 E-mail: johnl@imperialcars.com First Time Customers call John

© 2017, Ford Motor Company

SARAT FORD LINCOLN MERCURY 245 SPRINGFIELD ST. AGAWAM, MA 01001 413-786-0430 FAX:413-789-3715 www.saratford.com

SENTRY FORD LINCOLN 4100 MYSTIC VALLEY PARKWAY MEDFORD, MA 02155 PARTS: 617-506-6309 FAX: 781-874-9934 E-mail: pnewell@sentryautogroup.com

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FOR SALE A LEFT uniside panel with full quarter panel. Bought new. Fits a 2015 Buick LaCrosse.

GM Part # 22997609 List price is $931.83. Cost seller $698.88.

Panel is missing a section of the lower front rocker area from the "A" pillar to the "B" pillar

Will sell for $350

Continental Flat Rack with two pulling towers, one tower dolly, four clamps and complete UMS (universal measuring system).

$5,000 or best offer

Contact: Kevin, (508) 747-0316 or kevin@capeautobody.com

Contact: Gary (413) 562-0321

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GOT CLUTTER???

If you have unused, unwanted tools, equipment, parts or materials taking up valuable shop space, ÃÌÊÌ i in New England Automotive Report. Let us find someone who wants your stuff!

Fill out the form below and fax to (973) 235-1963 or email to joel@grecopublishing.com MAKE SURE TO LEAVE A CONTACT NUMBER & EMAIL WHERE POTENTIAL BUYERS CAN REACH YOU.

What are you getting rid of? (Be specific)

Price: $_________

Is Price Negotiable?

Do you have photos of the item being sold?*

YES _____

NO _____

YES _____

NO _____

Make/Model/Year (for parts): Model Years Spanned (i.e. 2003-2005): Part Name (Be specific): Condition (Please check one):

Excellent _____

Good _____

Fair _____

Poor _____

Where is the item located? (City/State) ______________________________________________________ CONTACT INFORMATION: Your Name: Company Name: (Optional) Contact Phone Number (REQUIRED!) Contact Email:

*IMPORTANT! If you have photos of the items being sold, please email them to joel@grecopublishing.com or call ­603®Ê680-4324 for more information.

Photos sent via Fax WILL NOT be published.

FAX THIS FORM TO NEW ENGLAND AUTOMOTIVE REPORT @ (973) 235-1963 OR EMAIL TO joel@grecopublishing.com.

Call 603 680-4324 with questions.

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[LEGAL] PERSPECTIVE continued from page 35

to be too tame for what you really want to say. What you actually communicate to your customers, however, is limited only by the issues faced by your particular shop, what you want to be able to

communicate and how creatively you are able to phrase it. In the end, just make sure that facts that you state are true and that the opinions that you give are identified as opinions.

MASSACHUSETTS

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AUT M TIVE AD INDEX Accudraft Paint Booths ............................OBC

BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

AkzoNobel ......................................................21 Audi Group ....................................................15

Attorney James Castleman is a managing member of Paster, Rice & Castleman, LLC in Quincy, MA. He can be reached at (617) 472-3424 or at jcastleman@prclawoffice.com.

Audi Shrewsbury ..........................................46 Axalta Coating Systems ..................................6 BASF ..................................................................9 Balise Wholesale Parts Express ......................4 Best Chevrolet/Best CDJR..........................IFC BMW Group ..............................................16-17 BMW/Mini of Warwick ................................24 Clay Subaru ....................................................34 Colonial Auto Group ....................................11 Empire Auto Parts..........................................31 Enterprise ........................................................37 First Chrysler-Dodge-Jeep-Ram ..................10 First Ford ........................................................10 First Hyundai..................................................10 Ford Group ....................................................45 FutureCure ......................................................50 Honda Group..................................................36 Honda ProFirst ................................................5 Hyundai Group ..............................................43 Imperial Ford ..................................................45 Ira Subaru........................................................13 Ira Toyota of Danvers ....................................12 Kelly Automotive Group............................IBC Kia Group........................................................22 Linder’s, Inc. ..................................................35 Long Automotive Group ..............................28 Mazda Group..................................................47 McGovern Chrysler Jeep Dodge Ram ........37 Mercedes-Benz of Shrewsbury ....................50 Mopar Group..................................................29 Nissan Group..................................................25 PPG ....................................................................3 Robertsons GMC Truck ................................42 Sarat Ford Lincoln..........................................48

VISIT US AT NORTHEAST® BOOTH 100

Sentry Group ..................................................32 Subaru Group............................................20-21 Tasca Group ....................................................34 Toyota Group..................................................40 Volvo Group....................................................33 VW Group ......................................................41 Wagner BMW of Shrewsbury ......................46 Wagner Kia of Shrewsbury ..........................46 Wellesley Toyota/Scion ................................42 Wheel Collision Center ................................31

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