New England Automotive Report August 2023

COLONIAL NISSAN 104 Mystic Avenue Medford, MA. 02155

Phone Number: 781-395-3025

FAX Number: 508-616-0445

COLONIAL VOLKSWAGEN OF MEDFORD 162 Mystic Avenue Medford, MA. 02155

Phone Number: 781-475-5200

FAX Number: 781-391-3506

WELLESLEY VOLKSWAGEN 231 Linden Street Wellesley, MA. 02482

Phone Number: 800-228-8344

FAX Number: 781-237-6024

Contact: Dan Bettencourt / Wholesale Parts Manager

DEPARTMENTS

PRESIDENT’S MESSAGE

6 | Stop Accepting Blends at 50 Percent!

by Kevin Gallerani

EXECUTIVE DIRECTOR’S MESSAGE

8 | There is No Excuse! by Evangelos “Lucky” Papageorg

LOCAL NEWS

10 | AASP/MA Continues Efforts to “Break Free in ’23” by Alana

Quartuccio

14 | Cape Auto Body and Service’s David Gallerani Honored for Public Service

BIRTH ANNOUNCEMENT

14 | Welcome Camyrah Rae Sisk-Donato!

VENDOR AFFINITY PROGRAM SPOTLIGHT

18 | Marcotte Ford by Alana

Quartuccio

ALSO THIS ISSUE

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CONTENTS

COVER STORY

24 | Tackling the Tough Topics: An Executive Director Roundtable by Chasidy

Rae Sisk

LEGAL PERSPECTIVE

34 | A New Era: Introduction by Sean Preston, Coverall Law

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Stop Accepting Blends at 50 Percent!

By now, we should all know about the blend study conducted by the Society of Collision Repair Specialists (SCRS) last summer (and if you somehow missed it, be sure to get the scoop as well as thoughts from some local repairers at grecopublishing.com/ near0323coverstory). Basically, the study confirmed what all shop owners and technicians already knew: Blending is more difficult, and it takes more time to blend a panel than to perform a full refinish.

In fact, the paint companies that participated in SCRS’ study demonstrated that blending takes 132 percent more time (on average). So, WHY are some shops still accepting blends at 50 percent?!

That’s what we’ve been charging for years based on the information providers’ outdated formulas, but CCC will be making an update to their system in just a couple months. Specifically, MOTOR will be updating its system to allow for an on-the-spot evaluation, so we can input the time specific to the repair being negotiated. Another option is that shops can set up default values for two-stage and three-stage blends based on how long those processes take that individual painter or shop to perform. (More details are available at grecopublishing.com/new-england-automotive-report-july-2023).

Audatex and Mitchell are still reviewing their internal processes in light of the study results, but it should be noted that Audatex already allows for edits to blend calculations; the shop just needs to manually change it.

What does this tell us? It’s your business! That means you should be evaluating your business costs and the time that these operations take in order to get properly compensated. Charging that additional time and collecting for it is what any retail business must do to be successful.

We’re doing it at our shop, and insurers are paying it. It only makes sense with this validated study that more shops are fighting

STAFF

PUBLISHER

Thomas Greco | thomas@grecopublishing.com

VICE PRESIDENT/SALES DIRECTOR

Alicia Figurelli | alicia@grecopublishing.com

EDITORIAL/CREATIVE COORDINATOR

Alana Quartuccio | alana@grecopublishing.com

OFFICE MANAGER

Donna Greco | donna@grecopublishing.com

PRODUCTION COORDINATOR

Joe Greco | joe@grecopublishing.com

MANAGING EDITOR

Chasidy Rae Sisk | chasidy@grecopublishing.com

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

for adequate reimbursement. Are you one of those shops? It has been proven and documented that there’s no way that doing a blend for 50 percent of a full refinish is worth your time; it’s way more work. More work means you deserve to get paid more. Why would you ever accept less money for more work?!

I get that carriers have drilled that exact mentality into our heads for years, but they cannot tell us how to run our businesses unless we let them. Thanks to SCRS, insurers cannot keep denying this fair charge, especially when we have the documentation to back it up to prevent them from intentionally under-indemnifying their insured. I’m looking forward to the responses from Audatex and Mitchell, and I’m hopeful that SCRS will continue performing these types of studies that are so beneficial to our industry.

But in the meantime, stop waiting for someone else to tell you what you can do. You have the evidence. Take what we’ve learned, and use that information to start winning NOW. It is your independent business decision whether to continue accepting an inadequate 50 percent of a full refinish formula when you could and should be collecting an average of 132 percent (and higher in many cases) to blend based on the SCRS blend study (download the study in its entirety at scrs.com/blendstudy). Blending requires time, materials and man-power. It is not part of the cost of doing business; consider putting it on your estimate, charging for it and fighting for it. You deserve it.

MASSACHUSETTS

AASP/MA PRESIDENT KEVIN GALLERANI is president of Cape Auto Collision Center in Plymouth, MA. He can be reached at (508) 747-0316 or kevin@capeautobody.com.

Jayce Mitchell

Gregg Tanguay

Scott Varney

KEVIN GALLERANI

Membership Application 2023-2024

Please complete this form and return to our office via mail, email or fax with your dues payment. Thank You!

BUSINESS INFORMATION

Massachusetts Shop Registration # __________________

Company’s Official Name:

Business Physical Address:

Business Mailing Address (If Different):

Total number of Staff (Techs, office, Mgrs)________

Telephone Number: ( )- -___________ Fax: ( )- -

DUES STRUCTURE. Collision Shop Annual Dues: $650 / 12 Months*

PRIMARY BUSINESS CONTACT

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PLEASE ENCLOSE PAYMENT WITH YOUR MEMBERSHIP APPLICATION

Check# : _______________ (IF collision shop please note your RS# on the memo line of the check) OR

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Note: A 4 percent convenience fee will be charged for membership renewal via credit card transaction

I hereby make this application for membership with the Alliance of Automotive Service Providers of MA (AASP/ MA) for membership dues 2023-2024 as provided for in this contract.

*Membership Dues are for a twelve-month period commencing on your anniversary month of membership.

RECOMMENDED BY:__________________ FROM BUSINESS NAME: ___________________

There is No Excuse!

For far too many years, there has been an attitude in collision repair that because the “game” is rigged and controlled by insurers – to the detriment of the vehicle owner and the collision repair industry – it is okay to bend the rules, maybe even break them. THERE IS NO EXCUSE! There is no justification to be anything but open and forthright as a business owner when dealing with a vehicle owner or an insurance company. Sadly, in far too many instances, collision repairers are forced to operate in a gray area. They know what they are entitled to in the repair process but have heard far too often, “We don’t pay for that.” So rather than fight, they resort to methods to get what they need. Many times, they resort to these methods based on very poor advice they receive from any number of sources without checking into the legality of the practice.

Unfortunately, knowing that their methods and practices of getting paid deservedly have not always been open and transparent, it creates a situation that strengthens the insurer’s position of, “We don’t pay for that.” Not only that, but it also weakens a shop’s ability to vigorously pursue an issue they would and should possibly be successful in challenging.

At our recent General Membership Meeting held on June 17 featuring Kristen Felder of Collision Hub, some very eye-opening issues were revealed. Kristen is uniquely qualified to speak as a collision industry representative, as she has had a long professional career working in the insurance industry. Previously spanning a 14-year career with State Farm, her work in insurance took her from the corporate office as a consultant, to leading field operations for national catastrophe teams responding to disasters, such as Hurricane Katrina. She has a working knowledge of the information gathering and use of information to challenge a multitude of scenarios presented in the negotiating and billing process of collision repairers.

We are all well aware of the fact that, as an industry, we are retailers providing a service. As with any good retailer, when an analysis of one’s business expenses versus their desire for a reasonable and fair profit level does not align, the cost of services must be increased. Unfortunately, in the collision repair industry coupled with the third-party payee factor, there is also a huge “competition” factor unnaturally and improperly controlled by that same third-party payee. A third-party payee who firmly believes that the “golden rule” is, “he with the gold rules.” That same third-party payee is very adept at selling the concept that they are there protecting vehicle owners while keeping policy costs down, while they are only looking to

mitigate their losses and maximize their profits at the expense of their policyholders while hoping collision repairers will not only not challenge them, but also subsidize the insurer in the process.

It is this very scenario and the difficulty getting paid fairly that has led to what ultimately becomes viewed as devious business practices. There are two cases that come immediately to mind, both of which deal with the billing of sublet work. One in particular is dealing with the markup for services a collision repairer has made the arrangements for, paid for, and then awaits reimbursement for, from an insurer. As with any well-run retail business, all expenses incurred while arranging for a provided service must be compensated for along with a reasonable markup. Taking advantage of less than welleducated collision shop owners transitioning from body men to businessmen, the insurance industry has taken the position that setting up a tow, arranging for a front-end alignment and – in today’s vehicles – scans and calibrations are “ALL A COST OF YOU DOING BUSINESS.” Since it was easier in some instances to arrange for a discount off the retail amount paid, collision repairs rarely showed a markup. It appeared that the shop was merely passing its costs through to the insurer. Shops that attempted to show what they paid and then collect a markup have been strongly challenged. Some insurers balk and take the “Ragu” position: “It’s in there.” Other repairers have taken to submitting what can only be termed a falsified invoice for payment.

In the case of scanning and calibrations, some shops have been sold a bill of goods by equipment manufacturers. They have been told that they should create LLCs for the purpose of billing for these services. This is all well and good if the LLC is NOT just a shell company. It must be a real tax paying company, with real employees, with all the bells and whistles that define a company.

As with anything that is done to deceive or hoodwink an insurer, ultimately, they become the wiser. As Kristen made everyone aware in our meeting, insurers are cracking down and shop owners are being led away in cuffs and being charged with insurance FRAUD. THERE IS NO EXCUSE FOR A FALSIFIED RECEIPT!

No amount of saying that the insurance company "is screwing me" or “won’t pay me from a legitimate invoice” will save you. You will be convicted. You MUST do the right thing. As the saying goes, “Two wrongs do not make a right.” As timeconsuming as it may be to fight to be paid fairly and reasonably

continued on pg. 42

AASP/MA Continues Efforts to “Break Free in '23”

Last Fall, AASP/MA planted the seeds to “Break Free in ’23.” This past June, they watered those seeds by feeding members of the Alliance with more tools and resources to help them successfully take back the reins of the business and break away from the clutches of insurance companies who refuse to pay fair reimbursement rates for proper and safe collision repairs.

Last year’s discussion focused on the frustrations shared by Commonwealth repairers who have grown tired of insurersuppressed rates and begun to take matters into their own hands. Many shops are finding success, fighting back, regaining control and getting properly reimbursed by requiring a copay – also known as balance billing the customer. Others have been finding positive results by removing themselves from insurance repair programs as they have come to believe they set a negative tone to what shops get paid.

As a follow up to that discussion, the Alliance set out to make sure collision repairers are prepared with the tools and resources needed in order to regain the control of their businesses. Members of the Alliance gathered once again at Assabet Valley Regional Technical High School in Marlborough on June 17 for “Breaking Free in ’23 - Part Two,” which featured national speaker Kristen Felder (Collision Hub).

Felder, who has first hand knowledge of the insurance side of the fence from her background working with a major provider, led an eye-opening discussion that honed in on the proper documentation needed, and why it’s needed, in order to avoid potential issues and ultimately protect the best interests of one’s business.

It all begins with understanding what one’s rights are and how those rights are determined, she stressed.

“At the end of the day, there is the truth, there is what you believe to be your truth and then there's what you can actually defend and work with in court. Sometimes those things are the same. Sometimes they're not. And sometimes even if you're right, going to court isn't really where you want to be because you don’t have the pockets necessary.”

A business owner may think they have all the proper documentation but Felder pointed out one must make sure they have the right documentation. Contracts are key and having permission to work on the car should be in writing by way of a contract.

“Just because someone gave you their keys, doesn’t necessarily mean they gave you permission to do anything to it,” she pointed out.

Verbal communication may lead one to believe both parties are in agreement but as Felder stated, “I never met an attorney who likes verbal contracts.” She advised that if one were to receive verbal permission to immediately follow it up in writing by way of sending an email. She empathized that waiting can be painful for a shop owner who just wants to get the repair started. “The one customer you didn’t get a contract with is the one who is going to be the problem, so make sure to get that contract.”

She spoke of the importance of making sure one’s front office is talking to the back office; make sure to charge only for the work you are doing.

As for what to charge for, Felder suggests a shop can charge what it wants to charge, but it doesn’t necessarily mean someone will pay it. She also questioned who is responsible for making the determination of what is considered a “reasonable” charge.

“Our consumers will become judges. You have to think about that perception. What do you think a consumer will think is reasonable?” she asked.

Then when it comes to getting insurers to pay, one must be able to clearly make their case.

“Insurance adjuster turnover is high,” she noted. “Most have little experience and there is tons of pressure on them. Showing them a dollar amount versus an hourly rate makes it easier for an insurance adjuster to digest.”

Instead of saying a tear down took a certain amount of time at a certain rate, present it as a collision damage access and inspection continued on pg. 12

From L-R, AASP/MA Executive Director Lucky Papageorg, AASP/MA President Kevin Gallerani, Kristen Felder of Collision Hub, AASP/MA Vice President Matthew Ciaschini and AASP/MA Treasurer Dana Snowdale

Lucky Papageorg presents Joel Garcia (Automotive Solutions of Dedham, Inc.) with his 50/50 raffle winnings.

Co-celebrating decades of creating chemistry between two industry leaders

Here’s to 241 years of combined service excellence

This year, as Albert Kemperle Inc. celebrates its 83rd anniversary, BASF also celebrates its 158th anniversary. We are proud of our decades of partnership with BASF and years of serving the auto paint and body industry together. Kemperle’s founders would be proud of this relationship and the growth their company has experienced because of it.

Today, as we look forward to many more decades of service to our customers, we find ourselves filled with gratitude. The creativity, hard work, and sense of responsibility of the people working for our two companies have made us what we are today. Thank you for your many years of loyalty.

with one total amount. “When it comes to charges, anything you put in a dollar amount is more palpable to the insurer.”

In addition to reminding collision repair professionals of the options they can consider, attendees were reminded that they absolutely cannot negotiate on behalf of a consumer, tell a customer what to do to get paid, tell a customer what their policy covers or write complaints to the Department of Insurance on their behalf.

Felder stressed the importance of documentation to ensure protection if faced with having to go to court over a repair. She recommends consulting one’s attorney. “Go in every six months and ask them what they would need and want from you if they were to defend you in court.”

Where most believe documenting the repair is key, Felder suggests protection lies in documenting along the lines of the direction the bill payer would take. She believes strongly in having a 72-hour touch on every repair to make sure things are moving along and one can’t be accused of trying to stall or hold a vehicle hostage to rack up a storage bill, for example.

First impressions are also key when it comes to dealing with insurers, according to Felder. “The opinion formed of you will come from the emails you send and in the way you write your estimates. Don’t try to come across like you know it all.

“If you get an email with run-on sentences, it doesn’t tell me you are very smart,” she continued. “Make the first impressions count to your benefit. We want to show our professionalism.”

“We need to change our mindset,” AASP/MA Executive Director Lucky Papageorg stated following the meeting. “We are the ones who have to change how we look at our customers. We are not Superman. We can point customers in the right direction. It’s their vehicle, it’s their insurance company. It’s their bill.”

Every shop represented at the event received a thumb drive with materials discussed at the meeting which can be used in their day-to-day business.

AASP/MA is grateful to the following sponsors who helped make the event a success: Five Star Collision of Westport and Mike’s Auto Body of Fall River (Featured Speaker Sponsors), Crown Collision Solutions (Snack/Beverage Sponsor), North Andover Auto Body (Door Prize Sponsor) and Steve’s Collision Center of Sturbridge (Breakfast Sponsor).

Kristen Felder addresses attendees at Assabet Valley Regional Technical High School.

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Cape Auto Body and Service's David Gallerani Honored for Public Service

AASP/MA’s very own, David Gallerani (Cape Auto Body and Service; Plymouth), was recently honored this past June by the Plymouth Area Coalition for the Homeless with the 2023 Phyllis Hughes Public Service Award for his community leadership and dedication to helping others.

Surrounded by family and friends at the East Bay Grille in Plymouth, Gallerani was presented with the award by former State Senate President Therese Murray.

According to the Coalition, the award honors the legacy of Phyllis Hughes, “a champion of all things that moved our community forward. A brilliant business woman of impeccable character and compassion, her life was dedicated to improving the lives of others and making Plymouth the very best community possible.”

Gallerani, who serves as president of Cape Auto and is a committed member of the Lions Club International, was recognized for sharing the same qualities Hughes displayed and for his “deep concern and compassion for those facing adversity. His efforts in support of local charitable endeavors, in

particular, those benefiting children and community enrichment, is nothing short of remarkable,” according to Sue Giovanetti, chief executive officer. “Like Phyllis, David has a boundless energy and passion to enrich our community, grow the economic landscape for small business and ensure that all who call the Greater Plymouth Area home have the opportunity to experience all that it offers and to thrive.”

Through various programs, the Plymouth Area Coalition for the Homeless works to strengthen families and individuals faced with the challenges of homelessness, and to empower through a series of education classes and professional guidance to break the undaunting cycle of poverty.

“This is all made possible thanks to our many community partners and volunteers who support the Plymouth Area Coalition for the Homeless with their time and resources. The Coalition could not be any prouder to honor the memory of our dear friend Phyllis Hughes by awarding David Gallerani the 2023 Phyllis Hughes Award for Public Service.”

Gallerani commended the Coalition

Welcome Camyrah Rae Sisk-Donato!

Congratulations to Thomas Greco Publishing Managing Editor Chasidy Rae Sisk on the birth of her baby girl, Camyrah Rae Sisk-Donato. Camyrah was born on June 5 and weighed in at nine pounds, 12 ounces.

for the special job it does in helping families in need. He has been supportive of the community predominantly through his work with the Lions Club of which he has been a member for nearly three decades.

As for his award, he humbly expressed that it’s a group effort to help care for a community.

“I was lucky enough to get picked this year. As I said to the people that day, there’s probably 300 people in the room and 300 of you could probably be standing up here. I’m getting this award because it’s the people who show up, do things and get things done.” MASSACHUSETTS

David Gallerani (center) surrounded by family at the award ceremony.

Photo credit: Britney Toy Photography

After 52 years in business, NICKOLE AUTO BODY is...

Marcotte Ford has been serving the automotive community in western Massachusetts for over 50 years and counting. The familyowned business, now in its third generation, has become a leader in the industry for many reasons. Quality customer service, strong teamwork and commitment to its surrounding community in Holyoke and beyond are all why Marcotte Ford is chosen by most for their automotive needs.

“The Marcotte team dedicates themselves to quality customer service for the life of your vehicle,” shares Sue Keller, director of marketing for Marcotte Ford. “When you come to the dealership for sales, service, parts, a rental vehicle or a meal at LugNutz Café, you are going to see a familiar face. We have over 120 employees that work across our campus. The reason we have been so successful is because of our employees. They’ve got your back!”

Marcotte Ford works very closely with its auto body shop customers who rely on them for parts delivery and assistance. Once they order through CollisionLink, the Marcotte team will use its VIN filtering system to make sure the part is correct as per the estimate and communicate back to the shop regarding estimated delivery time, and will work to remedy any backorder issue that may arise right then and there, according to Jeff Denis, parts manager.

“We have a large inventory so we try to have the correct part when the customer needs it, and we do have four delivery vans on the road daily,” Denis says regarding the company’s ability to get parts to customers quickly.

Having dedicated professionals on board to take care of their collision repair customers is also key to running a successful parts department.

“When our customers call us for assistance, they aren’t calling

into a bank getting someone different every time,” explains Denis. “We have two people dedicated to the job who deal with our wholesale customers. They know their customers and our customers know them.”

The Marcotte team also offers their parts customers technical assistance via Ford’s technical resource center at no cost.

The dealership is not only committed to its customers. Marcotte also shows their dedication to 50 organizations and charities in the western Massachusetts area.

“Marcotte Ford feels strongly about giving back to the community, especially in Holyoke because these have been our roots since 1961,” adds Keller. “We are a big supporter of many groups and organizations and feel it is important for our team to be involved with the community. We are actively involved with the Holyoke Chamber, the Holyoke Boys and Girls Club, Providence Ministries and Kate’s Kitchen to name a few.”

Most recently, Marcotte Ford extended their dedication, supporting AASP/MA by coming on board as a Silver participant of the Alliance’s Vendor Affinity Program.

Denis learned more about the Alliance thanks to long standing customer Andrew Potter of North Amherst Auto Body. He brought AASP/MA to the attention of current owner Mike Marcotte and the decision was made to give back in support of the many shops they work so closely with.

Growth is always on the horizon for the Marcotte team and Keller looks forward to whatever may come next: “We look forward to embracing positive changes that will allow us to meet all our guests’ needs.”

The collision repair industry grows increasingly complex year after year…and sometimes day by day! From dealing with insurers to educating consumers to enhancing your shop’s abilities through training initiatives, these struggles may seem insurmountable, but with a little knowledge and preparation, shops can tackle the toughest trials and tribulations.

Few individuals understand exactly what shops are facing each day as thoroughly as the leaders of the nation’s most influential associations who graciously shared their thoughts. We discussed some of the most pressing topics shops are facing with AASP/MA Executive Director Lucky Papageorg, AASP/NJ Executive Director Charles Bryant, AASPMN Executive Director Linden Wicklund and Society of Collision Repair Specialists (SCRS) Executive Director Aaron Schulenburg. While all of these ideas may not work for your shop, we hope that you’ll find at least one idea that will help improve your business moving forward.

New England Automotive Report: What are some ways shops are working to break free from the insurance industry and gain more control over the repair process and how their consumers are educated? Regarding shops that have updated their business model away from DRP, how has this process been? What have been the obstacles and the benefits to the business and consumers? Will certified shops eventually replace DRPs?

Lucky Papageorg: Shops have finally said enough is enough. They understand that if they are going to do more than just survive in the future, they must create a customer base that trusts them to do quality repairs. The only way that can be accomplished is through training and having the proper equipment. The only way to be able to afford both of those and have the technicians and the support staff to properly research, document and administer the process is to charge every penny of what it costs and also make an ROI. Shops are taking the time to explain the situation, not just complain about it. When they explain the situation, they are finding more times than not the customer understands and is willing to pay what it takes.

At the same time, shops have realized that the DRP model has outlived any benefits it might have once had. They have learned that if they do not sacrifice the customer relationship, which is at the foundation of ALL successful businesses, to just get more work from an insurer, they can get paid for a quality job and be able to accept the liability for what they do. They do not have to work at a frenetic pace, burning out technicians and cutting corners to satisfy unreasonable time frames imposed by insurers which only leads to more delays and frustration for their customers and technicians. Part of the learning process and realization is that shops must learn to market their strengths and draw the customers to their doors, NOT have them sent to them. Shops have to get past the mindset obstacle that they cannot turn down a job. Many shops have grown to understand the importance of qualifying the customer and their insurer; if one or the other is not willing to pay for proper repairs, that job has to go down the road. The collision industry can no longer subsidize insurers at the expense of their own business and customer.

The bottom line benefit is that the vehicle is properly and safely repaired. The vehicle owner and those who share the roads with them are kept safe. The business benefits because, as they perform

proper repairs and educate their customers, the shop's reputation soars. They are better able to staff and equip their facility in order to continue performing a quality-driven, safe repair which is what the vehicle owner expects. Yes, OEM certification will be the key in the future. We are already far beyond the repair methods of the past. The ever-increasing technology in today's vehicles, combined with customers' expectations, leave no room for a seat-of-the-pants repair that merely looks good. There is no room for any repairer who is not following proper repair procedures using the proper equipment. The window is closing quickly for anyone who is not keeping pace. Shops are already realizing the importance of certification. They are also realizing that they cannot be all things to all vehicle owners. They must focus on two or three brands for certification. It is far too costly to do any more than that. Shops do not have to go to the Kentucky Fried Chicken extreme of ‘do one thing and do it right,’ but at the same time, they cannot overextend their capabilities.

Charles Bryant: More and more shops are getting certified to make repairs – some for many types of vehicles and some for specific types of vehicles. One would be amazed at how much weight the certification means to many consumers. Also, with the certifications comes a wealth of information to assist in explaining to consumers how important the proper repair of their vehicle is to the safety of the occupants of the vehicle, like their family. Yes, in my opinion, shops that are certified will soon no longer need DRP or have to rely on DRP to get customers into their shops.

Linden Wicklund: There are many loud shops that talk about the benefits of leaving the DRP model behind, but I do find there are just as many that will talk one on one about the benefits of staying with DRPs. It all seems to stem from control and power dynamics. OEM/brand specific certifications seem entirely different than DRP relationships in many ways, but these certifications are another way to navigate control and power.

Aaron Schulenburg: We see more and more members communicating that they are joining SCRS for access to information. As an association leader, it is obviously a rewarding response to know that the information and resources we are producing is what is stimulating new member interest, but it also reinforces this question. Repairers are seeking ways to increase their knowledge and justification for the necessary tasks associated with a repair, because both of those provide greater flexibility and potentially a new, more sustainable business model. More shops seeking out ways in which they can document, justify and articulate the repair process illustrates the shift the industry is going through to focus on comprehensive repair documentation to reinforce comprehensive repair quality. The biggest change driving the shift is the requirements driven by the increase in safety technology, much of which was championed by the insurance industry. This is all a response to more technologically advanced vehicles that require a greater emphasis on repair accuracy and recovery on the tasks being performed. Certified networks simply represent a shift in referral options that focus on reinforcing that adherence to procedure and quality, rather than referral based on cost containment. I think it’s a logical conclusion for many.

NEAR: How are shops working to address cycle time concerns?

LP: Shops are paying more attention to a set repair process from the start. Whenever it is possible, they do a thorough dismantling, analysis of the damage, prepare a blueprint of the repairs and document the process following OEM requirements. They order the parts and do mirror matching when the parts come in. Once EVERYTHING has been identified and received, the actual repair process begins. Starting and stopping repairs and shuffling vehicles in and out of the queue is the death knell if a shop is trying to control cycle time. Shops also must control the ‘mix’ of repairs in order to fill in between major repairs in order to keep the flow going and best utilize specialty areas such as the frame machine and spray booth.

CB: The recent pandemic that has resulted in the lack of availability of parts combined with the changes that have resulted from the inclusion of AI [artificial intelligence] into the modern vehicles coming into shops today has certainly put the collision industry’s ability to deal with change to the test, and cycle time is one of the biggest obstacles shops are dealing with today; however, history shows that those in the collision industry are like chameleons, and they have learned to deal with things as they come. As an example, look back at the change from body over frame vehicles to unibody vehicles. This change seemed enormous at the time. Now, it was just part of evolution, and I am sure the collision industry will deal with this next evolution as it comes.

LW: Cycle time no longer is a one-size-fitsall defined thing to be managed. Shops are segmenting the overarching cycle of getting a vehicle through the shop in new ways. The change is figuring out how to track and improve each segment of the cycle. Starting and stopping work based on supplement approval lags has become a major pain point that we are trying to address through legislation. Our existing legislation in MN calls out 15 days to inspect a vehicle that is drivable post-accident, five days for a non-drivable and “promptly” for supplements. Even with that existing language, it is hard to get insurance agencies to send someone out or even respond within those timelines.

AS: It’s a really difficult time to ask that question, as there are so many external factors outside the repair facility’s control adversely affecting the overall length of repair. Parts challenges, workforce shortages, delays and scheduling conflicts that are introduced through unnecessary inspection, approval and supplemental process redundancies

can all affect cycle time, length of repair and the time the consumer is without their vehicle.

Part of the due diligence many repairers are doing is trying to be more thoughtful in scheduling and going to greater lengths to address the damage more extensively up front, so all parts can be ordered before cars are rendered inoperable; they are even occasionally finding workarounds to prioritize work in different ways than they have in the past. It becomes less about what comes in Monday vs. Friday and more about what comes in this month vs. next month. Ultimately, every repairer wants the time in process to go down because every shop is carrying more work in process than ever before, and many times that means holding more inventory of parts purchased, which can often affect cash flow. Finding ways to remove obstacles is to the repairer’s benefit.

As an industry, we need to collectively work toward that. The outdated ideology of ‘I can’t see it, so I can’t write it’ only leads to unnecessary delays and extensions, when parts could otherwise be accounted for, ordered and availability determined.

NEAR: How is the industry working to better educate consumers and legislators, and what more needs to be done?

LP: Speaking for AASP/MA, we have really stepped up the education process for both consumers and legislators. We have a cable TV show, Auto Sense, on which we discuss – and educate viewers – on the many issues faced in the claims and repair process. We educate our members on how to better speak to their customers and create an ally in the process. We have brought legislators into collision repair facilities as well as vocational schools to show them what it takes to fix today's vehicles. We put blindspot monitors in their hands. We show them, rather than just explain, what is required to perform quality safe repairs and why. The better educated we are as collision repairers, the better we can educate both our customers and our legislators. This education process can never slow down…it must be at the forefront of every discussion with customers and legislators.

CB: Consumers and legislators need to be educated on just how important it is to repair the modern vehicles on the roads today as per manufacturer recommendations and safety related bulletins being put out by the manufacturers of these vehicles. Legislators need to be informed and educated on how insurers currently downplay the importance of such documentation in order to keep from what is required to repair these types of vehicles safely and properly.

Lucky Papageorg

Charles Bryant

Linden Wicklund

Aaron Schulenburg

LW: Our organization is working with our members to develop sample and template tools to use during communications with customers, insurance companies and legislators. At the same time, we are working on educating shops about how to adapt to the changing environment. Insurance companies are going to continue to lean into AI and remote workers, which means the documentation shops provide with repair plans needs to stand on its own. The verbal negotiations and baseline knowledge that came out of long-standing relationships between shops and insurance company team members are not coming back. There simply isn't the workforce to support that old way of doing things, but the burden of this change can’t fully fall to shops.

AS: SCRS has been working hard to create material that makes it easier for the repair facilities in the industry to communicate to consumers about the tasks we perform and the status milestones of the repair process. Collision repairers provided a lot of encouragement to us surrounding our ‘Quick Tips’ series on the SCRSCollision YouTube channel that we’ve been producing with Mike Anderson (Collision Advice) and Danny Gredinberg (Database Enhancement Gateway), and through some of our audience feedback, we started to shift towards consumer-focused topics. I think it’s been a really effective tool, as we’ve watched repair facilities start using these as lobby loops and sharing to their local community pages on social media. It’s important that we create more informed customers who are knowledgeable enough to ask the important questions and to advocate for what they want out of the claims and repair process. We hope these resources help add to that level of comfort for vehicle owners, while also providing the industry a free marketing tool.

NEAR: Where are we going as far as the tools needed to perform diagnostics and scans? Are non-OEM-approved tools going to be enough? Where does the insurance industry come into play?

LP: The tools required are themselves becoming more and more technically sophisticated. They have to keep pace with how today's vehicles are being constructed, both electronically and structurally. Today's damaged vehicle could kill a technician who is not properly trained and protected with the proper PPE. If you attempt to perform a welding technique that may have worked less than a decade ago, you could completely destroy the electronics in today's vehicle.

You could have all the top-of-the-line, most modern equipment available, and it will not be enough if you are putting them in the hands of an inadequately trained technician. Some shops are trying to get by with non-OEM tools, but they have been shown to have their limitations. In some cases, the limitations may be ‘minor,’ but in the overall scheme of things, there is no room for guessing or uncertainty. With proper training and OEM tooling, the uncertainty is all but eliminated.

As has always been the case, insurers forget their place. Collision repairers are the experts in the process. We are the ones who will ultimately be held responsible for the repair if there is a failure, whether it is a minor issue or – worse – a catastrophic one. Insurers took on the responsibility to insure and protect the vehicle owner financially should there be a loss. They continue to attempt to mitigate their financial role in the claims/repair process by whatever means possible. In many cases, they do so without having

to justify why. They need to do their job and allow us to do ours.

CB: If shop owners plan on staying in business, they must also plan on purchasing the proper equipment needed to safely and properly repair modern vehicles on the roads today. The insurance industry needs to stop playing ‘let’s make a deal’ and pay for repairs at rates that will allow the repair shops to purchase the needed equipment to repair these types of modern vehicles safely and properly.

LW: Scanning and diagnostics is an interesting space for mechanical and collision shops to learn from one another. In the simplest terms, mechanical shops embrace aftermarket offerings since they are often engineered to solve a problem or improve upon the OEM originals, while collision shops are working to restore vehicles to original condition, making OEM parts and procedures the preference. ADAS and the wide array of technologies in new vehicles complicate this space. I have asked shops which codes directly correspond to a fault that impacts safety versus codes that are non-critical, and there doesn't seem to be any standardization or practical working knowledge that would protect consumer safety. The OEM versus non-OEM debate is actively shaping the business models that will be sustainable in the future.

AS: Consumers should be able to choose a collision repair facility capable of performing quality repairs, in accordance with the specific procedures detailed by the vehicle engineers, with the confidence that all of the specified repairs were performed. They should have the right to choose their repair facility, and independent repair facilities should be able to invest in the training, equipment and skill set development to meet the rigorous demands of sophisticated, modern vehicles, enabling them to present consumers with good options to keep them safe. Those options and capabilities exist today. Scanning and diagnostic work is how we verify with the vehicle that these systems have been restored, and independent repair facilities have the access and ability to use the proper tools to communicate with the vehicle in the manner the engineer intended them to; that is not the consumer’s greatest challenge.

While this expectation is achievable today, it is routinely denied and disregarded in claims practices and objected to in state legislative hearings by many companies in the insurance and aftermarket community – many of the same companies who currently support and champion the right to access vehicle data, campaigning that independent stores need to be protected. What consumers deserve is post-collision vehicle repairs to ensure that their vehicle is repaired to such a standard that, should it be in a subsequent accident, its safety systems will operate the same as the day it left the factory. Well-trained, well-equipped independent repair facilities are not struggling to gain access to collision repair procedures and tools, as much as they struggle with bill payers looking to avoid paying for the associated costs necessary to accomplish the task.

NEAR: Looking forward to the industry’s future, what will be the biggest obstacles that shops and associations will need to succeed down the road? What will shops need to do to attract and retain young employees in the future vs. what worked in the past? How big will the EV wave be, and how can shops prepare?

LP: Shops MUST keep pace with technology and remember their continued on pg. 28

role in the claims/repair process. They must not let fear rule their decision-making process. They must remember they are the experts and that the buck stops with them when it comes to safe quality repairs that they can accept the liability for having performed. Associations MUST provide the tools to their members and the industry in the form of education and ongoing support to their members and consumers to guarantee the long-term viability of the collision industry for the decades to come. Collision repair associations must work together to provide the services and benefits that so many other professional associations provide their members. We must model ourselves after exemplary associations representing professionals in the medical, legal and even the insurance industry. We are professionals!

Shops must flick the switch and change their mindset from being fearful of charging what they are worth. Once that is accomplished, we will be able to pay our current truly talented professionals what they are worth. We will then be able to draw new and younger blood into this industry, which is exciting and innovative and becoming more so every day. We must be more involved at the vocational school level. We MUST develop mentoring programs within our own facilities to train and nurture young talent coming out of the vocational schools. All too often, we expect them to hit the ground running as an A or B tech. All we do then is frustrate them and push them to some other industry and vocation.

Repairing EVs is a tidal wave... a tsunami that will wipe out anyone not looking to the future. Actually, the future is here, because if you have not already been keeping pace and staying up-to-date, you are putting yourself in potential danger. If you are a collision repair and do not recognize an EV or hybrid when it is towed into your facility and do not know the proper handling and storage methods, you could return to a pile of ashes in the morning, and that pile of ashes could include your shop. If it makes it into your repair queue, you have to know how to be sure it will not seriously injure or kill a technician. It will be all about the proper training and knowledge from the get-go, not just the repairs process. Shops must make the decision to learn as much as they can and then make sound decisions with that knowledge. Shops must determine what role they want to play and what types of vehicles they expect to be able to repair in the future, but they cannot wait,

they MUST make that decision NOW!

CB: The EV wave is here now, and shops and associations need to rethink and retrain the workers and people dealing with this new type of vehicle because they are here to stay. Shops need to stop playing ‘let’s make a deal’ with insurance companies that refuse to pay for certain operations required to repair technologically advanced vehicles, like scanning the vehicles before making repairs and resetting certain ADAS systems when a vehicle has been in a collision and repaired. In the past, many shops have taken the position that if the insurer doesn’t pay for an operation, they simply will not perform that procedure or operation. If that position is taken on these vehicles, people’s lives will be put in danger.

Collision shops need to stop buckling to insurers that refuse to pay for what is required to perform safe and proper repairs and just say no! Collision shops also need to face the fact that many of the older technicians currently in the industry are not going to be willing to start all over and relearn how to repair these modern type vehicles. As a result, shops will need to bring in young fresh technicians willing to learn how to deal with the highly computerized vehicles equipped with AI already in the vehicles and more to come.

LW: Regarding EV, the biggest factor for shops to consider is not the overall percentage of EVs on the road but the percentage of their existing customers who will be adding an EV to the line-up of cars in their driveway. Customer retention is a key factor in shop success. The biggest obstacles are staffing and disruptive technologies. Staffing is a problem worldwide and across industries, so focusing on the traditional pipeline that has few entry points will not work. Shops are going to have to restructure positions and check their own assumptions to adapt to and attract the future workforce. The retention rate of new technicians in this industry is very concerning. No matter how hard the industry works to attract talent, it is difficult to make up for 50 percent of new technicians leaving the industry in the first five years.

AS: Our association’s role now, and in the future, is unwavering; it’s to be a source of information, to be a venue for education and to be a voice of advocacy. The issues will adjust and we will adjust with them. Things like the blend study (scrs.com/blendstudy) and our healthcare (scrs.com/healthcare) and 401k solutions (scrs. com/401k) are perfect examples of how we as an organization serve not just the three legs of our mission but the needs of our members. I think they are all indicative of the type of work and effort that lies ahead for us in helping not just our members, but the entire industry, remain vibrant and attractive and an ideal place for people to start and end their careers.

We’ve never had more at stake as far as complexity and challenge, but I also see so many business owners rising to the occasion and championing a new day for the industry. The future looks expansive, specifically for those looking to adapt with it.

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

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Parts Direct: 800-247-3033

FAX: 508-651-1220

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Lia Honda of Northampton

293 King Street Northampton, MA 01060

Toll Free: 800-369-7889

Direct: 1-413-587-2900

FAX: 1-413-585-0502

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Honda of Enfield

20 Palomba Drive

Enfield, CT 06082

Toll Free: 800-222-6632

FAX: 860-253-5419

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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

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

Balise Honda

400 Riverdale St. West Springfield, MA 01089

TOLL FREE: 800-992-6220

FAX: 800-254-3544

wparts@baliseauto.com

www.BaliseWholesaleParts.com

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Balise Honda of West Warwick 509 Quaker Lane West Warwick, RI 02893

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FAX: 800-254-3544

wparts@baliseauto.com

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PARTS.

THEY’RE CALLED “ORIGINAL BMW PARTS” FOR GOOD REASON. FOR UNCOMPROMISING PRECISION AND INCOMPARABLE QUALITY, YOUR BMW CENTER IS YOUR ONE-STOP SHOP FOR EVERYTHING BMW.

For Original BMW Parts, contact one of these authorized BMW centers:

BMW of West Springfield

1712 Riverdale St.

West Springfield, MA 01089

PH: 413-746-1722

FAX: 413-304-9009

bmwwestspringfield.com

New Country BMW

1 Weston Park Ave.

Hartford, CT 06120

PH: 860-240-7881

FAX: 860-240-7873

newcountrybmw.com

BMW of Stratham

71 Portsmouth Avenue

Stratham, NH 03885

PH: 603-772-0000

FAX: 603-772-9436

bmwofstratham.com

BMW of Warwick

1515 Bald Hill Rd.

Warwick, RI 02886

PH: 401-821-1510

FAX: 401-823-0530

bmwofwarwick.com

THERE HAS NEVER BEEN A BETTER WAY TO BUY THE WORLD’S BEST ENGINEERED

A New Era: Introducing Sean Preston

I love solving big hairy problems, and we’ve got one!

I returned to Massachusetts about 18 months ago. I hit a deer in Montana during the 3,000-mile trip from Washington state. A tire shop’s pry bar helped pull the left front bumper off my tire and I finished the remaining 2,200 miles to rejoin my wife and kids in Wareham, MA. Home.

My wife has graciously supported my career as an international corporate lawyer for most of the last decade. Our three children were born in Boston, Berlin (Germany) and Washington state, respectively. This final move to Massachusetts, her home state, was well-earned and well-deserved.

After wrapping up our matters out west, I needed a body shop to get my truck looking just as “cherry” as before. My first shock was just how hard it was to choose the local shop I already had in mind. In fact, the only thing harder was later choosing a locally owned glass shop when the family minivan got a chip in the windshield. Something was funny about these insurance claims.

Luckily, I made instant friends with AASP/MA member, Robertson’s Auto Body (Wareham) – and thankfully I did. I’ve been serving shops with another local attorney ever since, and I’ve had my eyes opened to some of the creative tactics employed by a handful of Massachusetts insurers hoping to reduce their contractual responsibility to their own customers.

If you have seen me at an AASP/MA chapter meeting or statewide event, you have likely noticed me taking notes and digesting industry knowledge as efficiently as I can. I do not consider this to be your industry and fight but OUR industry and fight! I am drinking from a firehose because I am seeing something troubling, and it’s the same thing that many of you can feel: our industry is being squeezed from our neighbors on every side (legislature, insurers and consumers).

Over the past 30 years, I have seen this twice before, however with different neighbors bearing down. I grew up in my family’s

continued on pg. 38

WHY GENUINE PARTS?

IRA Toyota of Manchester 33 Auto Center Road Manchester, NH 03103

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Fax: 603-657-2419 stirrell@iramotorgroup.com www.iramotorgroup.com

Wellesley Toyota 216 Worcester Street Wellesley, MA 02481

PH: 800-734-0006

Direct: 781-237-4042

FAX: 781-237-3481 parts@wellesleytoyota.com www.wellesleytoyota.com

Bernardi Toyota 1626 Worcester Road Framingham, MA 01702

Parts Direct: 800-248-3033

Balise Toyota 1399 Riverdale St. West Springfield, MA 01089

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FAX: 800-254-3544 wparts@baliseauto.com www.BaliseWholesaleParts.com

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Balise Toyota of Warwick 1400 Post Rd. Warwick, RI 02888

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IRA Toyota Danvers 161 Andover Street Danvers, MA 01923

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FAX: 978-739-8098 www.iramotorgroup.com

Grieco Toyota 415 Taunton Ave. East Providence, RI 02914

Direct: 401-438-2206

Fax: 401-431-0673

toyotaparts@griecocars.com www.griecotoyota.com

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accounting office, serving many business owners but largely the timber industry in eastern Washington. The squeeze came from environmental policies in the 1990s changing the economics of that industry and the way land was owned and managed. Timber began coming from outside the United States, and recent years have given us the hottest and most devastating forest fires in recorded history.

My other experience of an industry being squeezed was in aerospace. While serving Rolls-Royce over in Europe, I was astonished to learn that manufacturers were forced to sell products at (or slightly below) cost. Without it you had no sales, but if you had some sales, you could hopefully make it up down the road with parts and service. It was a business model that turned my stomach, being squeezed by price sensitivity among each party. The industry stood no chance against a pandemic, and more than a half-million people lost their jobs.

The neighboring forces pushing in on us are (1) our customers who are unprepared to pay out of pocket for our services, (2) their insurers guarding their own profits and (3) our legislature who may be naive to the harsh reality of today’s small business ownership –trying to keep up with the rising costs and technical standards of an industry leaping into the future.

There are two important truths for us to recognize. First, as you likely know, our industry is changing, and our businesses must change with it. But second, and more troubling, is this: when an industry gets squeezed, many do not survive. That is why I have been dedicating myself to serving our industry and our shops.

I created a new law firm this year to do just that: Coverall Law. Many of the legal services I am providing are the same as I

have provided over the past 10 years. Prior to that, in 2012, I was assistant attorney general in Delaware. I spent my time in consumer protection and white-collar crime, but I knew I belonged back with business owners – like those my family has been serving since the 1960s.

By early 2014, I helped launch Legal Operations Management, serving small and medium-sized businesses in areas including regulatory compliance, contract review and drafting, risk mitigation, internal policy review, IP management and litigation management.

I have served dozens of industries, from tech-start-ups to breweries, and I spent years serving engine manufacturers – brands like John Deere and Kubota. Now, by focusing solely on the collision repair industry, and on our Massachusetts body shops, I have already been able to see trends and more effectively advise my shop clients.

Today, Coverall Law has two departments: Legal operations management and strategic litigation. Whether I am personalizing forms for one of our shops, helping with insurer conflicts or even assisting vehicle owners in understanding their own policies and claims, each offering is designed around the same idea: good fences make good neighbors.

Your company or corporation needs to serve the purpose of containing liability, in addition to completing the work and creating jobs. Your forms need to do more than follow the CMRs; they should write the rules of the relationship and consider Massachusetts case law. And every person reading this magazine deserves to have access to an attorney who is learning and growing with this industry.

All these “good fences” will make for “good neighbors,” and help ensure a healthy future for us and our neighbors. Together, we can help the legislature see the big picture. We can educate our customers to better understand the intricacies of their repair and their claim. Most insurers are great to work with, but a couple of them seem a little confused. Maybe we can help bring them back to the table.

In my short time back, I am indebted to this industry for the warm welcome I have already received. A huge thank you goes out to Executive Director Lucky Papageorg and former AASP/MA attorney Jim Castleman for the hours spent over phone and email answering all my historical questions. I am a very lucky man, and I could not be more excited to be sitting right where I am today.

I hope the readers of New England Automotive Report will feel invited to reach out to me with any thoughts, questions or words of wisdom. You can contact me via email at spreston@coveralllaw.com or (508) 635-5329. Onward and upward!

MASSACHUSETTS

BOCH HYUNDAI

391 Boston Providence Hwy

Route 1, The Automile Norwood, MA 02062

PARTS

Coverall Law Managing Attorney Sean Preston finished in the top of his law school class at the historic Howard University School of Law in Washington, D.C. after serving in the United States Army. He went on to excel in business and legal strategy, serving some of the world's most recognizable brands in neighboring industries. Sean recently returned from Berlin, Germany with his family (where he served in Rolls-Royce's General Counsel function) and today resides in Wareham, MA, where he helps to oversee and meaningfully lead efforts in the region for Coverall Law. He can be reached at 508-6355329 or spreston@coveralllaw.com.

Boch Hyundai Boch Chevrolet

THE SERVICE NEVER STOPS AT BOCH HYUNDAI!

PARTS LINE: 781-762-9210 TOLL FREE: 800-559-9210

VISIT US: 391 Boston Providence Hwy Route 1, The Automile Norwood, MA 02062

KNOWLEDGEABLE STAFF AND GENUINE GM PARTS!

E-MAIL: bchwholesale@ boch.com

PARTS LINE: 781-762-9210 TOLL FREE: 800-559-9210

VISIT US: 381 Boston Providence Hwy Route 1, The Automile Norwood, MA 02062

E-MAIL: bchwholesale@ boch.com

One Call, One Truck for 14 Brands!

EXECUTIVE DIRECTOR'S MESSAGE

continued from pg. 8

for what you do as a retail business, YOU MUST FIGHT! Make the decision that SOMEONE MUST PAY. You are in the right. Make your customer understand upfront. Be completely transparent. You do not want to be the one the insurer makes an example of. We all know their tactics and the way they will use one “bad apple” to try to keep everyone else in line. Do the right thing, charge accordingly and do not get caught up in the quicksand excuse/justification trap.

This message is meant to scare you, but unlike the insurance industry, I am not trying to scare you into stopping the practice of charging a fair and reasonable markup for your sublet services. I am trying to convince you to be open and transparent about what you are charging and why you are charging a fair and reasonable markup along with the rest of your repair related charges, no matter the resistance from an insurer.

If you have any questions, which I am sure the overwhelming majority of attendees who heard Kristen speak did, consult with your accountant and if need be, your attorney as well. If you think what you have been doing or have been told to do is wrong, STOP it now.

If you are reading this and you are not a member of the “ALLIANCE,” join us now as we continue our mission to protect consumers AND the collision repair industry. See page 7 for an application or hit the JOIN tab on our website, aaspma.org. We are here to help!!!!