New England Automotive Report May 2018

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MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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New England Automotive Report

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2018 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 ________________________________________________________________________________________________________ City

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________________________________________ Web Site Address ____________________________________________

MEMBERSHIP TYPE (check one) Collision Repair Shop

ACCOUNTS PAYABLE CONTACT: Name: __________________________________________________

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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, 2018)

$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

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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|ckane@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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May 2018 • Volume 16, No. 5

CONTENTS

DEPARTMENTS VICE PRESIDENT’S MESSAGE by Adam Ioakim 8 | Killing the Overhead Myth BOARD MEMBER MESSAGE by Kevin Gallerani, AASP/MA Treasurer

10 | Strength through Mutual Support NATIONAL NEWS by Kristen Dalli 22 | Inside Edition Report Questions Accuracy of Photo Estimating LEGAL PERSPECTIVE by James Castleman, Esq. 32 | The Erosion of Damages in Third-Party Claims ASK MIKE 32 | What are some ways that a shop can determine a realistic retail Labor Rate?

EQUIPMENT & TOOLING by Joel Gausten 42 | Shop Owner Creates New Documentation/ Verification Tool EZ-WIP

FEATURES LOCAL FEATURE by Kristen Dalli 17 | A Shop Owner's Journey: Al Brodeur on Nearly 50 Years in the Industry

26 ALSO THIS ISSUE 5 | AASP/MA MEMBERSHIP APPLICATION 13 | I-CAR IN MASSACHUSSETTS

COVER STORY by Joel Gausten

13 | AASP/MA SPONSOR INFO

26 | Education Meets Innovation: AASP/MA at NORTHEAST®

50 | INDEX OF ADVERTISERS New England Automotive Report

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VICE PRESIDENT’S MESSAGE

Killing the Overhead Myth ADAM IOAKIM

When an insurance company says to me, “Oh, that’s part of the overhead costs. We don’t have to pay you for that,” I reply, “Well, of course it’s part of my overhead costs – and you do need to pay me for that!” At the end of the day, it’s the vehicle owner who gets hurt by this. It’s time for the insurance industry to join us in doing the right thing for our mutual customers.

In this month’s issue, industry consultant and former shop owner Mike Anderson (Collision Advice) shares some thoughts on how repair facilities can determine a retail Labor Rate away from any referral agreements they may have with insurers. A critical point of Mike’s discussion is that overhead should always be factored into any business expense calculations you make. Too often, insurance appraisers attempt to dictate a myth that overhead costs are for shops to absorb.

Anyone with common sense can figure out that this is not the case.

In the real world, any business – whether a pizza joint or a body shop – should develop their retail pricing based on the true costs behind the services they provide. Don’t think for one second that insurance companies don’t consider their massive buildings (and all the personnel, computers and equipment in them) and their advertising costs when they determine the pricing for their premiums. Any business that neglects to do this will not stay in business for very long.

In the case of our industry, the simple fact remains that insurers that promote the “Overhead Myth” are not properly reimbursing their consumers. That’s a real problem. Consumers trust us to repair their vehicles, and they trust insurers to handle their claims in a responsible and honorable manner that properly reimburses them for the actual cost of their repairs.

The way things are being done today is ridiculous, and it needs to stop.

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MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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.

Retraction: The cover story of the February issue of New England Automotive Report, entitled “Insurer Fined at ADALB,” contained a number of errors.

Contrary to what may have been stated or implied in the story, the insurer involved was not fined and the insurer's appraisers were not found to have engaged in any illegal conduct. New England Automotive Report regrets these errors. The story has been retracted and has been removed from the AASP/MA website.

G

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AU M TIVE AUT T TI TIV STAFF

AASP/MA EXECUTIVE COMMITTEE

PUBLISHER

CREATIVE DIRECTOR

Thomas Greco - thomas@grecopublishing.com

Lea Velocci - lea@grecopublishing.com

SALES DIRECTOR

EDITORIAL/CREATIVE COORDINATOR

Alicia Figurelli - alicia@grecopublishing.com

Kristen Dalli - kristen@grecopublishing.com

EDITORIAL DIRECTOR

PRODUCTION

Joel Gausten - joel@grecopublishing.com

Donna Greco - donna@grecopublishing.com

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

PRESIDENT

TREASURER

Molly Brodeur

Kevin Gallerani

VICE PRESIDENT

LEGISLATIVE CHAIR

Adam Ioakim

Peter Langone

SECRETARY

IMMEDIATE PAST PRESIDENT

Gary Cloutier

Paul Hendricks

AASP/MA STATEWIDE DIRECTORS COLLISION DIRECTOR Rob DelGallo

AASP/MA DIRECTORS 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 © 2018 by Thomas Greco Publishing, Inc. Images courtesy of www.istockphoto.com

Darlene Andrade

Kevin Kyes

Matthew Ciaschini

Frank Patterson

Alex Falzone

Mike Penacho

Joshua Fuller

WWW.AASPMA.ORG

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

8 May 2018

New England Automotive Report

AASP/MA EXECUTIVE DIRECTOR Anne Lynch 12 Post Office Square, 6th Floor Boston, MA 02109 Phone: (617) 574-0741 Fax: (617) 695-0173 Email: alynch@lynchassociates.com

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BOARD MEMBER MESSAGE

Strength through Mutual Support KEVIN GALLERANI, AASP/MA Treasurer

Before I get to the point of this message, I want to thank each and every person reading this for supporting AASP/MA and our efforts on behalf of this industry. I hope your membership has led to greater knowledge and better conditions at your business. Personally, AASP/MA has been a constant source of strength for me throughout my career. As a fourthgeneration shop co-owner, I know that building a successful collision repair career in Massachusetts can often be difficult and frustrating. Thankfully, we have AASP/MA on our side to help us navigate and overcome the many obstacles we face on the road to prosperity.

One of my primary goals as an AASP/MA Board member is to build stronger relationships between Massachusetts repair shops and industry vendors. I encourage the vendors who work with me to get involved in supporting our association through sponsorship of our events, and I’m grateful that many of them have come on board over the years. I know several shop owners in our state who actively reach out to their vendors for the same purpose. Without the help of these great companies, AASP/MA would not to able to provide educational content and legislative/regulatory representation to our members. We welcome and appreciate any additional support we can receive, so I urge you to reach out to your jobbers and encourage them to get behind AASP/MA’s work to improve the industry for everyone.

Of course, this support must be a two-way street. The next time you attend an AASP/MA event, take a look at the event sponsors and keep them in mind the next time you need the kinds of services they provide. These are the people who help our shops move forward and keep our association going strong.

They are true partners, and they deserve our business.

As 2018 moves on, I hope you continue to find value in your AASP/MA membership. If you have any questions, concerns or topics you’d like us to explore, please reach out to any of us on the Board. We’re here and ready to serve you.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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AASP/MA ASKS YOU TO PLEASE SUPPORT

in Massachusetts May 2, 2018 Measuring Bay Path Regional Vocational Technical High School (Charlton) May 8, 2018 Plastic & Composite Raepair Upper Cape Cod Regional Technical High School (Bourne) May 14, 2018 Hazardous Materials, Personal Safety & Refinish Safety Roger L. Putnam Vocational Technical Academy (Springfield) May 16, 2018 Plastic & Composite Repair Bay Path Regional Vocational Technical High School (Charlton) Structural Straightening Steel Enterprise Rent-A-Car (Burlington)

Contact AASP/MA at (617) 574-0741 / ckane@aaspma.org for information on additional AASP/MA sponsorship opportunities!

May 22, 2018 Hazardous Materials, Personal Safety & Refinish Safety Upper Cape Cod Regional Technical School (Bourne)

For more information, visit i-car.com

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[LOCAL] FEATURE by Kristen Dalli

A SHOP OWNER’S JOURNEY: Al Brodeur on Nearly 50 Years in the Industry Since opening the doors to Al Brodeur’s Auto Body in 1970, Al Brodeur has made a name for himself within the AASP/MA community and in local Marlboro. With the business now run by his daughter (and current AASP/MA President) Molly, he is enjoying retirement after a long, successful run in the Massachusetts collision repair industry. In addition to serving on the Central Massachusetts Auto Rebuilders Association (CMARA) Board of Directors for over 20 years, he was also on the Program Advisory Board at Assabet Valley Regional Technical High School for nearly 25 years. In his role with the school, he worked to create one of the leading collision tech programs in the state. This month, New England Automotive Report sits down with Al to hear about his early days in the association, the incredible success of his business and how he’s spending his time these days.

NEAR: How did being in an association most help you as a business owner?

AB: Belonging to an association helped me grow. Like I said, you gain all these nuggets and you put them into everyday use – it’s all about getting information from what they have to offer you.

I’m not a Type A personality; I’m pretty laid back. At first, getting involved in the association was a little difficult for me.

Getting involved meant dealing with other people, and I’m a shy guy. I knew I was good with my hands, but I also knew I needed to run my business. It really gave me a lot of confidence to come out of my box, so to speak, and join the conversation. It helped me a lot personally.

I also had the fortune of having a wonderful daughter who New England Automotive Report: What initially led you to get got interested in the business – much to my surprise. I offered it involved in association life with CMARA? up to her because the business was starting to get very technical, as far as getting everything computerized, and I always jumped Al Brodeur: The on the bandwagon first time I got and tried to keep up involved in an with technology. I was association was one of the first ones in back in the ’70s. I the area to get digital had just started my estimating software. I business. I started was always trying to as a young man – I keep up with things as was 19 when I first best I could, but it was went into business a challenge for me. for myself. I didn’t I was always better know too much, with my hands than though. I was good with running the office with my hands, and side of things. Molly I did my work was in a transition really well. I started period in her life; we by taking talked, and I gave her advantage of the the ability to be clinics the flexible to finish her association had – college education. She whatever was worked at the shop for available to learn some time and got the trade and learn involved in the more than I knew. I Al Brodeur with his daughters (left to right) Alanna Grimm, Laura Sanders association and would developed after a say, ‘This is pretty and Molly Brodeur at the 2016 AASP/MA Casino Night few years in neat,’ and look at her business, and I today! She took me to realized that joining that next level where I an association was a good way to get information and learn really would’ve struggled. It worked out perfectly, and it about what’s going on in the industry to keep pace. I started out appears that she’s pretty happy in her role. small – a one-man shop. Fixing rust was big back then, and I did some paint jobs. The association gave me a way to gain NEAR: What do you see as the major things impacting the auto information, and it really helped me out in my business. body field these days? How can the association work to address A few years down the road, the Insurance Reform Act in the those matters moving forward? late ’80s changed the whole dynamic of running our businesses in Massachusetts. It became even more important to be involved AB: The automotive industry is changing in leaps and bounds. with the association. They helped us get bonded and licensed to Fifty years of technology is coming out in one year now! Things do work when that was first mandated by the state, which was are snowballing into this unbelievable era of technological very beneficial to me. As a result, I got my license from the state advances in automobiles, with sensors, collision avoidance and when it first started becoming mandatory, and I have a very low everything that’s just built into cars today. These things make it license number. really difficult to repair vehicles. It’s not like the old days when New England Automotive Report

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[LOCAL] FEATURE you could be a body man if you were just good with your hands.

You really need to have a mind as well to deal with the new collision repairs. I can see that the insurance companies are starting to get the hint that things are different now – hopefully.

The association has to help us move forward with dealing with the insurance companies and getting proper reimbursements for the proper repairs. People buy cars – it’s this major purchase, and they’re nervous to bring it to just anybody to get repaired. You need to make sure your shop is trained and outfitted to work on these vehicles.

We’ve sent guys to schools, spent money on tooling and put ourselves in a position where we’re starting to get all of our factory certifications, which will help us out a lot. If the association could help other shops see the benefit in doing this – help other shops get training and give advice to succeed – that would be great. Customers are going wherever their dealership says is a good shop or wherever their insurance company tells them to go. It’s up to us to spend the money to upgrade facilities and train people and retain a customer base.

Working on cars has always gotten a bad rap as far as being a dirty job – the fumes and this and that. I haven’t been at the Advisory meetings for a few years, but from what I understand, a lot of kids who take shop take it because they have a car and they like working on it. They want to know a few things about working on their cars, but they have no interest in getting into the trade. It’s just a course in high school to get them through to the next level.

It’s going to be a pretty tough row to hoe to get the general public motivated to get into the trade. It’s not just good-withyour-hands mechanical ability anymore. You need to have your brains and be able to figure things out electronically and be able to work with computer systems – it’s a lot more sophisticated. I think we need to get them involved at that level. It’s almost like gaming – putting all these components together, figuring out where things need to go. Maybe I should come up with some sort of game where you crash a car and then need to figure out how to repair it – make sure all the sensors are lined up and the wheels are in alignment. That might help!

NEAR: How are you enjoying retirement?

NEAR: What are some of your fondest memories of your time with CMARA and AASP/MA?

AB: I’m enjoying it quite a bit. It’s really nice that I don’t have to worry about the day-to-day. I come AB: I spent a lot of time down to the shop every day, with the associations – I was and I’m able to interact with with them for 40 years, and the guys. there’s been a lot of ups and I’ve also built a nice downs and crossroads. I little workshop on one of was on the Board of my properties – it’s 14x26 Directors for years, and it and just a wonderful little was nice being in a small space that I have. I can bring group of people trying to a car in and work on it if I Al Brodeur (left) at the 2015 AASP/MA Golf Outing gather information to bring want – I can do whatever I before the body of people want to do! I just finished that would come to the general meetings. That was really fun. I the outside, so now I’m at the stage where I have to figure out got a lot more out of our Board meetings because we’d be what tools I want to bring in. brainstorming and a lot of things would come up.

I’ve been playing a lot of golf in the summertime with my We’d have our events every year – like the Clam Bake. I friends and working on some different projects in the workshop. would always bring the people who worked for me, and we’d I’m definitely enjoying my sunny retirement. always hope our members would bring the people from their I’ve been able to do some traveling, and have some nice shops so we could meet everybody and talk with as many traveling plans this year, which is very exciting. people as possible.

NEAR: Obviously, Al Brodeur’s Auto Body lives on with Molly My fondest memories come from the camaraderie of being at the helm. What has been the key to the business’ success over with the other shop owners and gaining new information. the years?

NEAR: You were very active on the education side of things through your involvement on the Advisory Board at Assabet.

AB: The key to my success is that I’ve always tried to do the What do you think shop owners today can do more of to right thing. I try to do what the customer expects me to do, and support schools and get students excited about careers in this do it with integrity. If anybody ever has a problem, take care of industry? it. Make everything right and be an honest person.

As I said, I’m not a rocket scientist by any means. I’m just AB: In my opinion, it’s changing the attitude of the kids. When I trying to be a good guy and do the right thing. That’s helped my was younger, kids used to love cars. Everybody wanted to have personal business an awful lot. a car, and there was this love affair with cars that spurred interest to work on them. It’s not like that anymore. Cars are just a mode of transportation for most people. Kids don’t get that interested in the automobile like they used to be.

MASSACHUSETTS

BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

18 May 2018

New England Automotive Report

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[NATIONAL] NEWS by Kristen Dalli

Inside Edition Report Questions Accuracy of Photo Estimating On March 30, Inside Edition, CBS’ longest-running television newsmagazine show, looked to answer a question collision repairers have been facing for quite some time: Are car insurance photo estimates accurate? In under five minutes, the show dispels this wildly popular myth that’s being pushed by insurers.

For years, commercials have been circulating that praise the ease, convenience and simplicity of just snapping a picture of your car’s damage on your cell phone, sending it into your insurance company and getting a check all but instantly. A Liberty Mutual commercial featured in the report depicts a frazzled mom trying to corral her kids at a body shop, while the message of this and other ads is that customers never have to leave the comfort of their homes; they can simply take a quick picture and get their money.

Lisa Guerrero, Inside Edition’s chief investigative correspondent, spoke to body shop owners across the country who revealed the truth behind the practice of photo estimates. Robert Jesberger, owner of Mid Island Collision in Rockville Centre, NY, talked about his constant battles with insurance companies regarding what he deems “low-ball photo estimates.”

“They are cheating and undervaluing, understating the actual damages on these cars.”

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The episode shows Jesberger get into a heated argument with an Allstate appraiser, telling the representative that he’s “cheating” the consumer based on the photo estimate. Jesberger points to a case he recently saw from 85-year-old customer Muriel Agostini, whose car was damaged over the driver’s side wheel. Allstate urged her to take a picture of the damage; after help from her granddaughter, they submitted the claim and received an estimate for $1,730. The total cost Allstate ended up paying for the damages? $11,667.

“Many people will just deposit the checks,” Jesberger noted. “You have safety reasons – liability reasons – that these cars shouldn’t be looked at the way they’re being looked at.”

In a second photo estimating story spotlighted in the report, a Florida body shop deemed a customer’s vehicle too dangerous to be on the road, but Allstate was looking to repair it for just $1,290. Less than one hour after the customer submitted the picture to Allstate, his check had been cut.

After the body shop owner – Ray Gunder (Gunder’s Auto Center, Lakeland, FL) – laughed at Allstate’s estimate, he told the customer that his car should be totaled. After going back and forth, the insurer ultimately agreed, paying the customer $7,396. Gunder even went so far as to say every single photo estimate is under what the damages truly cost.

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Following the expert opinions from the body shop owners, Guerrero sat down with Michael Barry from the Insurance Information Institute.

“The estimate is very comparable to what an in-person adjuster would find,” Barry noted.

Guerrero was quick to inform Barry that this is far from true, as multiple cases show that the photo estimate is far less than the body shop owner’s estimate, leaving consumers to often drive vehicles unsafe for roadways.

“I would challenge your premise,” Barry continued. “Auto insurers want to return safe vehicles to the roadways because they continue to insure the vehicle and its occupants.”

However, the customers Guerrero spoke with were in sound agreement that photo estimates should be avoided at all costs – and that a trip to the body shop is always worth it.

Though this long-standing debate between insurers and body shop owners doesn’t seem to be ending anytime soon, Inside Edition has brought a persistent collision repair issue into the spotlight. If nothing else, this shows the pervasiveness of the problem and is a great way to inform the masses of this major area of concern.

To watch or share the Inside Edition report, visit youtube.com/watch?v=PL5WdDWMlY. MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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[COVER] STORY by Joel Gausten

Education Meets

INNOVATION: AASP/MA at This past March, thousands of automotive professionals from across the country gathered at the Meadowlands Exposition Center in Secaucus, NJ for the 41st Annual NORTHEAST Automotive Services Show. Hosted by the Alliance of Automotive Service Providers’ New Jersey affiliate (AASP/NJ), this year’s show boasted a 20-percent increase in attendance from last year, the addition of the brand-new Pavilion Level and the debut of the Washington Metropolitan Auto Body Association (WMABA)-presented Collision P.R.E.P. (Professional Repairer Education Program) series. As in years past, the show attracted strong attendance and participation from members of AASP/MA. “I enjoy the NORTHEAST show because it offers value to me as a shop owner, and as the president of our state association,” says AASP/MA President Molly Brodeur. “The classes and presentations I attend provide me with tools and information I can take back to my business and share with my team, and the networking I’m able to do with the industry experts helps me make new contacts and develop stronger content for our membership in Massachusetts. The show is a fantastic experience and worth the trip every year!”

AASP/MA Vice President Adam Ioakim traveled down to NORTHEAST for a fifth year with his brother, George. The trip allowed them to gain critical knowledge to benefit their business, Hogan and Van Auto Body in Medford.

“You can’t beat the accessibility to vendors in the local area – and I say ‘local’ because NORTHEAST is not far from Massachusetts,” Adam says. “It’s three and a half hours to get to speak to the vendors you need to connect with. The 26 May 2018

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show really covers the gamut of exhibitors, which gives us easy access to those we want to evaluate in a navigable area.

It’s fantastic.”

“It’s great to be able to go under one roof for a couple of days and get training, seminars and product information,” adds George. “Generally, you have to research things, make calls and search over the Internet, which takes much longer.”

Over the course of the weekend, the brothers took advantage of the educational opportunities offered during the special “Power Up with ProFirst” events hosted by American Honda Motor Co. “I thought [ProFirst presenter and industry attorney] Erica Eversman was fantastic. I’ve seen her a couple of times, and she’s always spot on and really reinforces that we’re our own business owners. It’s our liability, and we need to do the right thing for the customer in repairing the car and do the right thing when it comes to billing correctly. We’re billing that customer, and the insurer’s reimbursing them. There really shouldn’t be any third-party interference in our business. We should be repairing the cars correctly – not the way the insurance companies want us to repair them.

Insurers are not repairers; repairing the car safely and properly based on the OEM repair procedures is our business.”

For George, the main takeaway from NORTHEAST was that shops and technicians need to make sure they’re doing everything they’re supposed to be doing to ensure the quality of their work.

“It’s about looking up the repair procedures – and not just once. Just because you did the same car six months ago

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OEM PROCEDURES TAKE CENTER STAGE If there was an overriding takeaway from the Collision P.R.E.P. (Professional Repairer Education Program) presentations offered at NORTHEAST 2018, it was that the industry at-large Aaron Clark needs to do more to research and perform OEM-recommended or required procedures.

During “Diagnostics, Calibrations and Programming: Understanding Shop Liability in this New Era and How to CYA!” panelist Aaron Clark (Assured Performance Network) noted that repairers are still vastly behind in embracing the need to perform pre- and post-repair scans.

“The car manufacturers we work with issued position statements [on scanning] in 2016,” explained Clark. “One year later, I think CCC reported that 2.2 percent of body shops have responded with the affirmative that they’re now making that part of their process.”

Fellow panelist Larry Montanez (P&L Consultants) didn’t mince words in echoing Clark’s support of utilizing OEM-endorsed methods.

“I’m still at a loss for words [on] why nobody wants to spend $25 for the day to go to the OEM and get the source, but they’ll pay for a third-party service that provides some information… We as an industry are so ignorant, lazy and cheap that we don’t want to go to the OEM to look up the information and read it, but we’ll go ahead and get some third-party provider and say, ‘Well, I couldn’t find it, so it doesn’t exist.’”

The push for OEM procedures was also felt away from the Collision P.R.E.P. classrooms. During American Honda Motor Co., Inc.’s “Power Up with ProFirst” presentation, industry consultant Mike Anderson (Collision Advice) noted the importance of shops using the Honda/Acura diagnostic software (i-HDS), which is “always going to have the latest and greatest [information].”

KEEPING THE LEGAL “SHARKS” AWAY With the $42 million verdict against John Eagle Collision in Dallas, Texas for improper repairs still on the minds of auto body pros throughout America, attorney Todd Tracy appeared at NORTHEAST 2018 to give a packed room of attendees tips on “how to keep the sharks like [him] out of [their] shops.”

In his mind, it is time for collision repairers to think of themselves as “vehicle safety professionals,” and their shops as “vehicle repair labs.” Above all, he believes it is time for owners and technicians to stop bowing down to third-party pressures and putting profits over customers’ safety.

“You’ve dedicated your lives to safety, and yet they bring these yahoos in who don’t know anything. Their job is to make certain that your customer’s paying that premium, and they’re trying to keep that premium without paying back to make your customer whole. That’s wrong, and it’s time to get the insurance companies out of your vehicle repair labs, because they’re jeopardizing your customers’ lives.”

Recently, Tracy shared some of the results of the crash tests he had performed by KARCO Engineering, a National Highway Traffic Safety Administration (NHTSA)-approved testing facility in Adelanto, CA. One of the vehicles tested,

OEM CERTIFICATION: WHAT TO KNOW BEFORE YOU GO Various automakers have special certification programs in place for body shops, but there are steps that must be taken to ensure that a facility can survive in this challenging environment. To help Mark Allen industry pros navigate through the process, NORTHEAST offered “Becoming a Certified Repairer and Understanding the OEM Repair Procedures,” a special panel designed to provide realworld insights into what it takes to successfully partner with vehicle manufacturers.

First and foremost, shop owners considering certification need to make sure there are actually enough of a certain vehicle in their market to repair.

“You have to look at how many units in operation you have in your marketplace to determine whether that makes financial sense for you,” offered panelist Bill Hawkins, who manages a collision repair facility at a BMW dealership in Annapolis, MD. Cost is also a critical factor. Panelist Larry Montanez (P&L Consultants) commented that a shop is looking at a $250,000 investment in many cases just to get up and running for certification. However, this cost typically decreases with each program added, since many certifications require similar equipment.

Offering a direct automaker perspective, Mark Allen of Audi USA didn’t sugarcoat the intense demands of the training required to be on his program.

“If you look at the education rate and the capabilities of what is out there in the industry, it is so subpar that your A tech is not really even our D tech… The fact of the matter is, this is an investment into your future. Part of that investment is taking your techs who are maybe D techs in our world, and bringing them up to being an A tech. Then, the future investment is the training to keep them an A tech.”

a 2013 Honda Fit, had the hood, left and right fenders, radiator support, bumper reinforcement bar, left/right hood hinges and windshield replaced with non-OEMapproved parts. Another vehicle was an undamaged and unrepaired 2010 Honda Fit that had never been in an accident.

“On [the vehicle with unapproved Todd Tracy parts], there were 13 inches [of pass-through] of the front right occupant… There were eight inches [on the undamaged test vehicle] – which is what the manufacturer wants. The difference between eight and 13 [is] 67.5 percent. There’s supposed to be a five percent variability.

Five.”

Not surprisingly, Tracy’s recent tests have caught the attention of the OEM world, as illustrated in the following passage from Ford’s recent On Target newsletter that the attorney read aloud to the audience: The results serve to reinforce the importance of repairers researching and using OEM repair procedures every time, and that even slight changes in materials or deviation from proper procedures can have severe consequences.

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[COVER] STORY doesn’t mean the procedures haven’t changed since then.

You need to go in every single day and look up that information.”

Of course, NORTHEAST is as much a buyer’s show as it is an educational event. AASP/MA member and veteran show attendee Dan Lamontagne (White Lightning Auto Body; Williamsburg) took advantage of the direct access to vendors and purchased a plastic welder from an exhibitor shortly after the weekend.

“I like going there because you can actually see [the products], and the vendors let you play with the stuff so you can see what it does. You can compare one to the other right there.”

Fellow AASP/MA shop owner James Marshall (Marshall’s Autobody Experts; Billerica) also checked out the exhibit space during his fifth trip to NORTHEAST. This time around, he brought along members of his shop’s management and appraisal team. Looking back at this year’s experience, he is quick to praise the new Pavilion level, which introduced him to a variety of vendors offering similar products and gave him the chance to try out and compare products before making purchasing decisions.

Ultimately, he purchased a new Spanesi measuring system for his business.

“As usual, there was a great array of equipment that we could look at, touch and discuss. Knowing where we’re

putting our budget for equipment, we could decide which one made the most sense and which one we’d get a better ROI on. Every year, I leave [the show] with the knowledge of what kind of equipment really needs to be in my shop.”

In addition to hitting the show floor, the Marshall’s Autobody Experts crew took in as many Collision P.R.E.P. presentations as possible. Marshall was especially inspired

by Texas attorney Todd Tracy’s “Anatomy of a Lawsuit – Crash Testing for Evidence” discussion, which offered a sobering – and sometimes quite shocking – look at the potential risks associated with failing to utilize OEMrecommended methods on a vehicle.

“You can read all the articles you want, but when you put a face to somebody with that kind of determination, diligence and intelligence, [it’s] just amazing. I can’t believe the industry has that wealth of knowledge in one person.”

With a strong educational slate and support from the industry’s strongest vendors, NORTHEAST 2018 demonstrated what is possible when members of the collision repair community come together to learn ways to improve their individual businesses and strengthen the field as a whole. If you missed out on this special event, you know where you need to be next March.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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[LEGAL] PERSPECTIVE

by James A. Castleman, Esq.

The Erosion of Damages in Third-Party Claims Recently, the Massachusetts Appeals Court issued two decisions that limit what a claimant may be able to collect as damages on a third-party property damage claim. When looking through the lens of traditional tort law principles, the decisions seem problematic to me. In my opinion, the Court misinterpreted both the governing property damage statute and the Massachusetts auto insurance policy.

However, the Appeals Court gets the final say on interpretation of the law, and I don’t.

THE COMMERCE DECISION The first decision - which I consider to be the less egregious of the two - was issued in March 2017. It involved a third-party claimant who, after getting hit by a Commerce insured, decided to keep his totaled vehicle. While Commerce paid the claimant an agreed amount for the actual cash value of the vehicle (less salvage value), it refused to pay sales 32 May 2018

tax as part of the damages. The company took the position that it had no obligation to pay the sales tax unless and until the claimant could produce documentation that he had replaced the vehicle and paid sales tax on the new car.

The claimant sued Commerce for the sales tax, but the trial court granted summary judgment to Commerce, agreeing with the insurer that if the claimant could not show that he actually had paid a sales tax on a replacement car, then he could not collect it as part of his damages. The claimant appealed, but the Appeals Court agreed with the lower court.

This decision may seem rational at face value, but there are two things that weigh against it.

First, this was a third-party “tort” claim. That means that the claimant was legally entitled to collect an amount equal to all “reasonably foreseeable” damages from the negligent person who hit him. Under the governing property damage

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insurance statute, the responsible party’s insurer (in this case, Commerce) is then supposed to pay “all sums the insured shall become legally obligated to pay as damages.”

With regard to the amount owed to the claimant, the damages the insurer is responsible for are not limited to “contract” damages, i.e., by language in the insurance policy.

Rather, the damages should be governed by “tort” law, i.e., whatever reasonably foreseeable damages flow from the negligent party’s conduct.

Isn’t it “reasonably foreseeable” that the claimant in this case would have to pay sales tax on a replacement vehicle, even if they retained the salvage? Why should it matter that they have not yet spent that money at the time they made the claim? At the very least, shouldn’t this be left to the determination of a jury based on the facts of the particular case, and not be automatically denied?

Second, there is language in the Massachusetts auto policy that is meant to clarify the extent of an insurer’s obligations on third-party property damage claims, saying, “Damages include any applicable sales tax and the costs resulting from loss of use of the damaged property.”

[Emphasis added.] The claimant

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argued that this language mandates that sales tax be paid as part of the recoverable damages in all situations where the claimant’s car is totaled, but the Appeals Court did not buy the argument. They reasoned that there was no “applicable sales tax” unless the claimant had actually paid a sales tax.

For what it’s worth, the Appeals Court did make it clear that sales tax would have been recoverable if the claimant had actually purchased a replacement vehicle, and this appears to be the case even if the claimant had kept the totaled car and repaired it. Yet, the Appeals Court also agreed with Commerce’s position that the amount of sales tax to be paid by the insurer would be based on the damaged vehicle’s actual cash value at the time of the loss and not the actual sales tax paid for the replacement vehicle. To me, this confuses the issue further.

After all, if the amount of the legally recoverable sales tax is going to be based on the damaged car’s value, then why isn’t it recoverable in all cases?

THE LIBERTY MUTUAL CASE This March, the Appeals Court handed down another case interpreting the extent of an insurer’s obligations for payment of an auto property damage claim. In this case, the claimant’s vehicle was also totaled, this time as the result of the negligence of a Liberty Mutual insured. The claimant sought to collect the value of her damaged vehicle in addition to damages for loss of use, title and registration fees and the residual value of her inspection sticker.

Again, the insurer paid an agreed amount for the actual cash value of the vehicle (although in this case, the claimant apparently did not retain the salvage). Liberty refused to pay for loss of use or the other claimed damages, and the claimant sued the insurer. As part of the suit, the claimant sought Chapter 93A unfair claims settlement practices damages and also attempted to have the matter certified as a class action on behalf of all similarly harmed claimants. The trial court, however, dismissed the claimant’s case in full, and the Appeals Court upheld the dismissal.

With regard to loss of use damages, Liberty based its denial on the failure of the claimant to document actual out-ofpocket expenses for a rental car or other substitute transportation. Building on its decision in the prior sales tax case, the Appeals Court agreed that loss of use damages could not be collected unless the claimant could document that they actually spent money on substitute transportation. This again was despite the fact that loss of use damages were reasonably foreseeable and that the governing statute specifically dictates that an insurer is obligated to pay these damages in a property damage claim.

In my opinion, the Court’s reasoning was clearly wrong in this

The failure of the Court to allow for title and registration fees and the residual value of the inspection sticker was just plain wrong. case. This is because there are other cases that have been decided in other contexts that do allow for loss of use, even if the expense for the same cannot be documented. Unlike the sales tax issue where there is no measurable loss unless you actually do pay a sales tax, when you lose the use of your car, it is clear that you have been unable to use it for some period of time, and a reasonable jury can apply their life experiences to set a value for that loss.

In fact, there is an old Massachusetts Supreme Judicial Court case that says if a rental car company loses the use of one of its rental cars, then it can collect the fair rental value of the vehicle without having to document that it had actual customers to whom it could not rent and the actual rentals that it lost.

The failure of the Court to allow for title and registration fees and the residual value of the inspection sticker was just plain wrong. Perhaps seeking

the residual value of an inspection sticker seems petty. But the claimant paid for the sticker and clearly did not get its full value for the reminder of the year from the date of inspection, and the applicable percentage of loss of value of the sticker is something that is simple to calculate.

What particularly bothered me in this case was that the Appeals Court chose to go further in its reasoning regarding title, registration and inspection sticker value by construing certain language in the Massachusetts auto insurance policy as requiring payment by the insurer only if the claimant incurred “costs,” which the Court interpreted as meaning incurring actual hard expenses. The problem with this interpretation is that it fails to follow the language of the governing statute, which requires the insurer to pay all damages for which its insured is legally obligated to pay. And under tort principles, the insured could be found to be legally obligated to pay these types of damages.

WHAT THIS ALL MAY MEAN These two Appeals Court cases do not significantly affect what a claimant is entitled to receive from a third-party insurer as the recoverable costs for repair of a damaged vehicle or the actual cash value of a totaled vehicle. It is also true that the issues that the Court did address are relatively minor in the grand scheme of things.

Could the Court’s reasoning eventually be extended to other elements of third-party claims, such as third-party damages for the decrease in value of a vehicle as the result of having been in an accident? While recovery of a decrease in value seems to me to be far beyond the limitations set by these two cases, I previously would have thought that the limitations set in these cases could not apply, either. It certainly would be in the interest of insurers to try to have the reasoning extended, since a few dollars saved by insurers on one claim can lead to millions of dollars saved for the insurance industry when applied to all claims.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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[INDUSTRY] ADVICE

ASK MIKE

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

What are some ways that a shop can determine a realistic retail Labor Rate?

This month, we ASK MIKE to discuss ways that a shop can determine a realistic retail Labor Rate. We at New England Automotive Report 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.

As I travel the country, I see a wide range of Labor Rates. In San Francisco, I’ll see a Labor Rate of $95 or more, and I’ve been in some shops up in Vermont, Maine and Massachusetts that are still in the $35$45 range. In the Midwest, it might be $70. What I will say is that I do see a wide variety of repair times. What is hypothetically a six-hour dent in one area might only be a two-hour dent in California because of the higher Labor Rates. In a lot of my classes, I have New England Automotive Report: people bring in estimates and photos Mike, let’s talk about retail Labor of damaged vehicles, and I see what Rates this month. Since you have they charge for repair time. Those the benefit of working with shops all repair times do vary quite a bit around over the country and seeing how the country, and some of that is I need to spend on I-CAR, OEM different facilities operate, what do influenced

by Labor Rates. certification and other training? Did you see as some of the primary Also, I think your aluminum rate health insurance go up? Did my utilities things that shops should keep in can’t be this fictitious number. It needs trend upwards? That way, I would mind when they’re looking to to be based on how much you invested figure out how my expenses would develop a rate away from whatever in training and equipment, how many arrangement they may have with an increase for the next year. of those vehicles you think you’re I developed a spreadsheet that insurer? going to fix over the lifespan of that would track my sales and my gross equipment and what you think you and net profits.

If I wanted to make the Mike Anderson: The first thing that need to make for your return on that same net, I would have to determine really amazes me is how people raise investment.

Your goal is not to make how much my sales would need to their Labor Rates. When I had my back the money you spent on that shop, I saw people raise their rates by increase to offset any costs I had for equipment; a smart business decision equipment and other things.

That was $2. I’d say, ‘Where the heck did you might be to make about double that how I came up with my Labor Rate. I come up with $2?’ They seemed to investment.

Obviously, that needs to can tell you that I never, ever came up grab this fictitious number out of the with just a flat $2 amount for my Labor be calculated based off of knowing sky to determine their rates, and it Rate to go up; it was always a number your gross profit. Aluminum rates will didn’t make sense at all. What I would like $2.53 or $4.89. I based it off of my vary based on the OEM; some people do was look at the profit I would need have more money invested in training specific shop. Another thing that to make so I wouldn’t have cash flow and equipment for one manufacturer always amazes me is property taxes. problems. Then, I would look at the than they may for another. When you What are the taxes in your area versus equipment and training I would need to study your aluminum rate, you need to invest in over the year. I would also ask a place that’s two or 20 miles down the decide from a business standpoint if road? Everybody should determine myself a series of questions. Were that rate is going to be just on their prices for doing business in their there any upgrades that I needed to structural repair or if it’s going to be a specific area. make to my computers? How much did 36 May 2018

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different rate for something like R&I-ing a door handle or a bumper.

There’s also paint labor time. Is your paint labor going to be the same rate as the aluminum, or is it going to be just your regular door rate? Too often, people just post this generic Labor Rate without taking their various costs into consideration.

I also believe you can’t just walk in one day and raise your Labor Rate. In fairness, you need to give anybody you interact with or do business with some type of notice. I used to send out my Labor Rate letter every October, and it would say that my new rates would be effective that January 1.

There are a lot of people who will disagree with me, but I was never one of those people who had a posted Labor Rate and collected less from an insurance company. I just had a posted rate, and that was what it was.

My rate was my rate whether you were a consumer or an insurance company.

It never made sense to me to have two different rates.

I think looking at your material rate is equally important. I’ve seen some areas of the country where a paint and material rate is $40, while it’s $28 in other parts of the country. At the end of the day, those products have the same list price. It’s important that shops make sure they know what their costs of business are with paint and materials, especially with these new codes that are coming out.

One of my top three favorite books is called Matsushita Leadership. In the book, Matsushita says that if you take society’s people and society’s resources and you fail to make a profit, then you’ve committed a crime.

If you do make a profit and you don’t improve conditions in society, then you’ve committed an even bigger crime. People trusted you to come work for you, vendors have chosen to give you a credit line, a bank has loaned you money, someone has agreed to rent to you – whatever the case may be. You have an obligation to make a profit. ‘Profit’ is not a dirty word.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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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New England Automotive Report

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Genuine Replacement Parts For the Road Ahead.

Avoid problems down the road that will cost you time, money and customers. Choose Genuine Subaru Replacement Parts, engineered to fit better today, and perform better tomorrow.

For Genuine Subaru Body Parts, contact an Authorized Subaru Dealer.

Long Subaru 7 Sutton Rd., Webster, MA 01570 800-982-2298 Fax: 508-879-1212 tschube@longauto.com New England Automotive Report

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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.

•

Installing Audi Genuine Parts contributes toward improved cycle time that helps make 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 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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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: mpsomosjr@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

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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[EQUIPMENT] & TOOLING by Joel Gausten

Shop Owner Creates New Documentation/Verification Tool

Documentation and verification at your fingertips.

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New England Automotive Report

As technologically advanced as this industry has become, there is a surprisingly small number of tools for estimators to properly document vehicle damage with a photograph. Shops use wax pencils, markers, masking tape, magnet pointers, homemade signs, paint mixing sticks and – in a pinch – a dirty finger. It’s time for a better and more reliable way – and we now have it thanks to a repairer in the trenches.

An exciting new tool created by New Jersey-based shop owner Ted Rainer (Ocean Bay Auto Body; Point Pleasant), EZ-WIP (“Work in Progress”) allows technicians to capture more detailed and comprehensive photographs during the estimating and supplement processes. EZ-WIP is a fan deck comprised of 26 large, two-sided, easy-to-read-and-store vertical tags made of user-friendly, high-density polyurethane, structurally molded plastic. These tags feature 52 common industry

terms (“cracked,” “damaged,” “blend,” etc.) and can be effortlessly placed directly into photographs as a precise “caption” to better illustrate all damage in any job.

“We are so easily distracted by emergencies, repairs and deadlines/cycle times that we can inadvertently overlook documenting the photos,” Rainer explains. “After the car leaves the shop, we are on to another job. By the time we look at and inspect the photos a week or so later, we can understandably simply forget what job/car they were for; all we have are our expert recollections of any job. You may have some receipts, but the extra labor or documents are missing – and so is the additional cash profit that you are entitled to. This is a perfect opportunity for shops/adjusters to add better proof to their photos and provide impressive, extraordinary and E-Z documentation for insurers and customers.”

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Wheel Collision Center For more information, check with your distributor or please visit ez-wip.us.com.

Rainer began developing several prototypes of EZ-WIP four years ago as a way to better isolate vehicle damage in standard photographs and improve his shop’s ability to review claims, save time on the floor and generally show and interpret the damage in the images captured by the camera.

“There are a multitude of terms that we use in the industry today; it’s definitely another language. I wanted to harness and simplify those industry terms and help people out by having the terms literally at their fingertips.

EZ-WIP will really help our industry’s current techs and the next generation coming out of trade schools. By having the right terms immediately available to place in each photograph, it most definitely helps reduce that learning curve – not to mention effortlessly increase profits.”

Jim Outwater, claims service leader for Allstate Insurance, is encouraged by the development of EZ-WIP and other efforts to improve the estimating process.

“Products like EZ-WIP are good for the industry as a whole. Any product that helps promote better documentation would be an asset; they would provide clarity to photos and definitely assist in better identifying damage.”

With EZ-WIP now available to the industry, Rainer is hopeful his tool will help his fellow repair pros out in the field.

“If you write it and prove it, you will get paid for it! Pictures offer an explanation of what is being put on estimates. EZ-WIP is here to make the process accurate and easy.”

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Prompt &  Dependable Delivery

Experienced and Professional Parts Team

Ask about our Competitive Prices

Parts Line:

Parts Line:

Parts Line:

Fax Line: 508.699.4761 Parts Hours: Mon-Sat: 7:30-5:00

Fax Line: 508.673.6338 Parts Hours: Mon-Sat: 7:30-5:00

Fax Line: 508.316.8397 Parts Hours: Mon-Sat: 7:30-5:00

774.888.6666

508.699.4700

292 William S. Canning Blvd.

Fall River, MA 02721

270 East Washington St. North Attleboro, MA 02760

www.firsthyundai.com 44 May 2018

www.firstfordma.com

New England Automotive Report

508.316.8410 280 East Washington St. North Attleboro, MA 02760

www.firstchryslerma.com

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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 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

Sarat Ford Lincoln Mercury 245 Springfield Street 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

© 2018, Ford Motor Company

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Ira Subaru ......................................................13

AUT M TIVE

Kelly Automotive Group ..........................IBC

ADVERTISER’S INDEX

Linder’s, Inc. ................................................46

Ira Toyota of Danvers....................................12 Kia Group ......................................................38 Long Automotive Group ................................9

Accudraft Paint Booths ............................OBC Audi Group ....................................................40 Audi Shrewsbury ..........................................21 Axalta Coating Systems..................................6 Best Chevrolet/Best CDJR ........................IFC BMW Group ......................................................14-15 BMW/Mini of Warwick................................19 Colonial Auto Group ......................................4 Empire Auto Parts ........................................43 Enterprise........................................................30

LET US TURN THEM AROUND! Contact New England Automotive Report Sales Director Alicia Figurelli (973) 667-6922 alicia@grecopublishing.com

46 May 2018

First Chrysler-Dodge-Jeep-Ram ..................44 First Ford ........................................................44 First Hyundai ................................................44 Ford Group ....................................................45 Future Cure/DriveBlueBuzzard.com ........37 Honda Group ................................................41 Hyundai Group ............................................31 Imperial Ford ................................................45

New England Automotive Report

Mazda Group ................................................16 McGovern Chrysler Jeep Dodge Ram ........28 Mercedes-Benz of Shrewsbury ....................21 Mopar Group ................................................23 Nissan Group ................................................29 Polyvance........................................................44 PPG ....................................................................3 Robertsons GMC Truck ................................30 Sarat Ford Lincoln ........................................35 Sentry Group..................................................25 Subaru Group ................................................39 Tasca Group ....................................................11 Toyota Group ................................................20 Volvo Group ..................................................24 VW Group ......................................................34 Wagner BMW of Shrewsbury ......................21 Wagner Kia of Shrewsbury ..........................21 Wellesley Toyota/Scion ................................35 Wheel Collision Center ................................43

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