New England Automotive Report September 2018

Serving the New England Collision and Mechanical Repair Industry

September 2018 U.S.A. $5.95

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

2018 AASP/MA GOLF OUTING

Highlights

PLUS:

Mike Anderson on Feather, Prime & Block Real Numbers Don’t Lie

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COLONIAL NISSAN 104 Mystic Avenue Medford, MA. 02155 Phone Number: 781-395-3025 FAX Number: 781-395-4863

COLONIAL HONDA OF DARTMOUTH 225 State Road (Rte. 6) Dartmouth, MA. 02747 Parts Direct: 508-997-2919 FAX Number: 508-730-6578

CITY SIDE SUBARU 790 Pleasant Street Belmont, MA. 02478 Phone Number: 617-826-5005 FAX Number: 617-489-0733

COLONIAL FORD 147 Samoset Street Plymouth, MA. 02360 Phone Number: 800-233-8109 FAX Number: 508-830-1658

NORTH END SUBARU 757 Chase Road (Rte. 13) Lunenburg, MA. 01462 Phone Number: 800-548-8887 FAX Number: 978-582-9843

COLONIAL CHRYSLER JEEP DODGE-RAM 24 Coolidge Street (Rte. 62) Hudson, MA. 01749 Phone Number: 978-568-8000 FAX Number: 978-562-1213

COLONIAL FORD OF MARLBOROUGH 428 Maple Street Marlborough, MA. 01752 Phone Number: 888-460-1125 FAX Number: 508-460-3464

COLONIAL SOUTH CHRYSLER JEEP DODGE-RAM 42 State Road (Rte. 6) Dartmouth, MA. 02747 Phone Number: 508-984-1900 FAX Number: 508-996-5801

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COLONIAL BUICK - GMC 66 Galen Street Watertown, MA. 02472 Phone Number: 888-560-5337 FAX Number: 617-489-6875

NORTH END MAZDA 757 Chase Road Lunenburg, MA. 01462 Phone Number: 800-322-1241 FAX Number: 978-582-9841

COLONIAL VOLKSWAGEN COLONIAL SOUTH CHEVROLET 89 Turnpike Road (Rte. 9) 361 State Road (Rte. 6) Westborough, MA. 01581 Dartmouth, MA. 02747 Phone Number: 888-322-6570 Phone Number: 508-996-6266 FAX Number: 508-616-0445 FAX Number: 508-979-1219

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

COLONIAL CHEVROLET 171 Great Road Acton, MA. 01720 Phone Number: 800-787-2787 FAX Number: 978-263-8587

COLONIAL WEST CHEVROLET 314 John Fitch Highway Fitchburg, MA. 01420 Phone Number: 978-345-5532 FAX Number: 978-345-1152

COLONIAL CADILLAC 201 Cambridge Road Woburn, MA. 01801 Phone Number: 781-935-7009 FAX Number: 781-933-7728

Place any order online with our parts order form at www.buycolonial.com

Membership Application 2018 & 2019

AASP-MA P.O. BOX 212 Marlborough, MA 01752 Phone: 617-574-0741 Fax: 781-848-1603 Email: admin@aaspma.org

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): ________________________________________________________________________________ Telephone Number: ________________________________________________________________________________________________________ Website: ______________________________________________________________________________________________________________________ Additional Social Media: Facebook____________________________________Twitter_________________________________________ DUES STRUCTURE Type of Membership (Collision or Vendor): _________________________________ Annual Dues: $495/12 Months*

BUSINESS CONTACTS PRIMARY CONTACT ACCOUNTS PAYABLE Name: _______________________________________________________ Name: _______________________________________________________ Phone: ______________________________________________________

Phone: ______________________________________________________

Email: _______________________________________________________

Email: _______________________________________________________

CONTACTS WHO WISH TO RECEIVE NEWSLETTERS, EVENT INFORMATION, & LEGISLATIVE UPDATES Name: __________________________________________________ Email: _______________________________________________________ Name: __________________________________________________

Email: _______________________________________________________

Name: __________________________________________________

Email: _______________________________________________________

Name: __________________________________________________

Email: _______________________________________________________

Name: __________________________________________________

Email: _______________________________________________________

PLEASE ENCLOSE PAYMENT WITH YOUR MEMBERSHIP APPLICATION Please Check Here If Paying By Check: ___________ (Please note RS# on memo line of check if Collision Shop) Please Check Here If You Wish To Pay With A Credit Card: _______________ CC #: ______________________________________________________________________

EXP: ________/___________ CID: _________________

Billing Address: ______________________________________________________________________________________________________________ Amount to Charge: ______________________________ Name On Card: _____________________________________________ Signature: ____________________________________________________ I hereby make this application for membership with the Alliance of Automotive Service Providers of MA (AASP/MA) for membership dues for 12 months as provided for in this contract. *Membership dues are for 12 months commencing on your anniversary date.

New England Automotive Report September 2018 5

September 2018 • Volume 16, No. 9

CONTENTS

DEPARTMENTS

COVER STORY

VICE PRESIDENT’S MESSAGE by Adam Ioakim 8 | Real Numbers Don’t Lie

30 | 2018 AASP/MA Golf Outing Highlights Coverage by Joel Gausten

EXECUTIVE DIRECTOR’S MESSAGE

by Evangelos “Lucky” Papageorg

10 | Remember the 300 Spartans!

INDUSTRY UPDATE by John Walczuk, ZB Negotiations 22 | Diminished Value: Fact or Fiction?

AASP/MA FEATURE by Joel Gausten 26 | Goals & Growth: Renewed Members Reflect on the Value of AASP/MA

LEGAL PERSPECTIVE by James Castleman, Esq. 36 | Unsafe Unrelated Damage: What Should You Do About It? INDUSTRY ADVICE: ASK MIKE 44 | What Does Nissan/Infiniti Say about Feather, Prime and Block?

ALSO THIS ISSUE 5 | AASP/MA MEMBERSHIP APPLICATION 11 | WHERE’S LUCKY? 13 | I-CAR IN MASSACHUSETTS 18 | AASP/MA SPONSORS 43 | 2018 AASP/MA ANNUAL FALL EVENT REGISTRATION 50 | ADVERTISER’S INDEX New England Automotive Report September 2018 7

VICE PRESIDENT’S MESSAGE

Real Numbers Don’t Lie ADAM IOAKIM

Last month, AASP/MA President Molly Brodeur discussed the association’s various efforts to get the Labor Rate Bill passed in Massachusetts. While it is clear that more work needs to be done to make any Labor Rate changes a reality, I’d like to remind our members that we also have a history of combatting several other issues at the State House over the years. In addition to proposing our own legislation, we have actively opposed several bills that could have had a detrimental effect on our industry. We consistently monitor what insurers and other outside parties are doing in the political arena, and we’ve had our fair share of victories in keeping bad bills at bay. The Labor Rate Bill gets the most attention, but there’s always much more going on behind the scenes than working on that one goal. As we move forward, it is critical that all members of AASP/MA support all our efforts when you are asked to do so. We will only succeed if we work as a united front on all challenges we face.

With that out of the way, let’s talk about the actual Labor Rate. In my opinion, it’s our responsibility as shop owners to determine a realistic rate for our services.

There are a lot of shops out there that post rates that in no way cover the cost of doing business in their markets.

Are these rates determined after extensive job costing and looking at the numbers, or are they simply representative of what someone else told the shops they should be? Simple accounting principles will help you figure out what your Labor Rate should be with a

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reasonable markup. Of course, the first step is knowing what your true numbers are. They are not arbitrary figures based on what insurers pay or what everyone else is doing. In the real world, the rate in Metro Boston is not going to be the same in suburban Western Massachusetts.

There are differences in business costs, property costs, insurance costs – everything. Fluctuations are to be expected.

Having somebody else set your rate is never the best option. We need to value ourselves and our services appropriately. Why should insurers pay more than a low rate if shops are not posting, requesting and invoicing for a higher Labor Rate calculated from their actual costs of doing business?

Never forget that the insurer is not paying you; they are paying the insurance customer. An insurer’s obligation is to reimburse the insured for the actual cost of repairs. A shop’s Labor Rate is the shop’s concern, and only they can calculate that. Don’t look to an insurer to determine your Labor Rate; look at your own numbers.

You’ll be happier and more successful in the long run.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

AASP/MA VICE PRESIDENT ADAM IOAKIM is the co-owner of Hogan & Van Auto Body in Medford, MA. He can be reached at (781) 436-0366 or adam@hoganandvancom.

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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

Alana Bonillo - alana@grecopublishing.com

EDITORIAL DIRECTOR

PRODUCTION

Joel Gausten - joel@grecopublishing.com

Donna Greco - donna@grecopublishing.com

TREASURER Kevin Gallerani LEGISLATIVE CHAIR Peter Langone IMMEDIATE PAST PRESIDENT Paul Hendricks

PRESIDENT Molly Brodeur VICE PRESIDENT Adam Ioakim SECRETARY Gary Cloutier

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

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

WWW.AASPMA.ORG

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

8 September 2018

New England Automotive Report

Matthew Ciaschini Alex Falzone Joshua Fuller

Kevin Kyes Frank Patterson Mike Penacho

AASP/MA ADMINISTRATIVE OFFICE Evangelos “Lucky” Papageorg: AASP/MA Executive Director

Alana Bonillo: AASP/MA Administrative Assistant P.O. Box 212 Marlborough, MA 01752 617-574-0741

New England Automotive Report September 2018 9

EXECUTIVE DIRECTOR’S MESSAGE

Remember the 300 Spartans!

EVANGELOS “LUCKY” PAPAGEORG

Having spent the past few days reviewing several complaints that AASP/MA members have prepared to be submitted to the Auto Damage Appraiser Licensing Board (ADALB) for consideration, I thought of how our members were using “tools” within the governing CMRs, which had been created to assist in the proper writing of an estimate. The creators of these tools were individuals who had continuously refused to give up – even when the odds were against them. They fought to bring fairness to the appraisal process. All of these individuals are just like yourselves.

They worked hard in an industry that is ever-changing and being oppressed by huge corporations that think nothing about spending hundreds of thousands of dollars in legal battles and political donations in attempting to maintain their control over what is meant to be a free enterprise business. This is also an industry that I am proud to have been a part of for better than 30 years.

I realize I am about to state the obvious; however, for far too many years, our industry has allowed the insurance companies to pit us against one another rather than focusing on the true issues. We allow ourselves to get caught up in the competition for customers rather than create an environment where we view each other as colleagues (as so many other professions do). We have let issues such as the referral lists and “program shops” cloud the fact that

you have the right to make your own independent business decision to charge and be reimbursed a fair and equitable Labor Rate.

As a consultant, I had a particular client who always reminded me about my Greek heritage and would say, “Remember those 300 Spartans.”

He did this every time he took up an issue that seemed to be insurmountable. He would remind me that, without the courage of those few men, all would have been lost. The Spartans held off the Persians for many days and exacted heavy losses on their enemy. They ultimately lost that battle, but in the long run they were victorious in driving the Persians from their lands. The reason they were able to hold off the Persians for as long as they did was that each man had the other’s back and they believed they could win. There are many such individuals in our industry here in Massachusetts and across the country. There are shop owners and managers who refuse to give up.

Rather than throw in the towel, they seek ways to hold people accountable. We each need to take a stand and not be afraid to point out when rules and the CMRs are not being followed. You have a recourse, and AASP/MA is here to assist.

We, as an industry, need to continue to battle on many fronts, and we need to refuse to lose sight

of the goal that this great country was founded on: Independence! We need to strive to serve our customers and perform repairs in a safe and ethical manner while making a fair profit in doing so. We seek to be recognized by our grateful customers and rely on their word-of-mouth referrals for future work. In part, this process has been eroded by the referral list and program shop systems against which independent shops must compete. The unfair and misleading information that is fed to the motoring public through advertisements on TV and by insurance adjusters and appraisers borders on criminal and violates the governing statutes. We must take every opportunity to educate our customers and keep them informed of their rights.

The tools that were created have been honed and are still there, ready to be used. All it takes is a bit of effort. It also takes numbers (membership), consistency (repeated insistence of action) and belief in the system. Most important is belief in yourself. Although the process may not be perfect, it will work if used properly. The tools we have at our disposal are the CMRs, which govern not only our part in continued on page 15

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New England Automotive Report

New in NEAR...we'll be letting you know where

AASP/MA Executive Director Lucky Papageorg will be visiting in the state each month.

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4 2

SEPTEMBER

2018 MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

1

For the month of September, Lucky will be spending the first week visiting shops in the Southeastern region.

For the second week, he will be in the Midstate region.

In the third week, he’ll be visiting the Western region.

During the fourth week, he will be in the Boston/Northeast region.

Lucky can be reached at (617) 574-0741 or lucky@aaspma.org.

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New England Automotive Report

in Massachusetts September 4, 2018 Structural Straightening Steel Enterprise Rent-A-Car (Burlington) September 13, 2018 Steel Unitized Structures Technologies & Repair Bay Path Regional Vocational Technical High School (Charlton)

For more information, visit i-car.com

New England Automotive Report September 2018 13

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

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

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

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

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

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

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New England Automotive Report

EXECUTIVE DIRECTOR’S MESSAGE the collision repair industry but also our counterparts, the insurers. We must all be held accountable for our actions. The only way this will happen is if we, as an industry, work together.

We must continue to bring to light the issues we face every day that are nothing but a blatant abuse of power. Among the issues which can be addressed within the current CMRs are: the refusal to negotiate the proper reimbursement for paint and materials using established methods, particularly when the dollars-times-hours formula is clearly insufficient; the refusal to reimburse at a fair rate for pre- and post-repair scanning required to ensure safe and thorough repairs have been made; the improper designation of recycled parts which do not fit the definition of LKQ; and the right to charge and be paid a fair markup for services provided where sublet is involved.

I realize that many have lost faith in the political system, laws and regulations. I have not! In the last few months, I have been to shops across the state that still believe that all is not lost. The Board of Directors of AASP/MA has not given up either. Just like the leaders of the previous associations – MABA (Massachusetts Auto Body Association), CMARA (Central Massachusetts Auto Rebuilders Association) and WMABA (Western Massachusetts Auto Body Association) – the intention is to continue to fight for the collision repair industry here in Massachusetts.

AASP/MA is working on your behalf. We will be implementing our monthly chapter meetings to be held at local voc-tech schools in your area starting this fall. These meetings will be an opportunity to share information with the membership in a face-to-face manner and continue to get feedback from you, the members. As member shops, it will be an opportunity for you to invite fellow colleagues who have yet to join the association so they too know that they are not alone. We will work on ways to address the everyday issues you face in your shops via informative presentations by industry representatives.

There is no reason whatsoever for anyone to ever feel like they are the only one. Believe me when I say that it is an uphill battle, and there is a great deal of adversity to overcome. It will not be easy and some will be lost along the way, but many more will survive and see a better tomorrow. Keep in mind that we are ALL still part of the same fight, which is to rid ourselves of oppressive control.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

AASP/MA EXECUTIVE DIRECTOR EVANGELOS “LUCKY” PAPAGEORG can be reached at (617) 574-0741 or lucky@aaspma.org New England Automotive Report September 2018 15

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

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New England Automotive Report

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

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

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

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

ToyotaPartsAndService.com

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

For Toyota Genuine Parts please call one of these authorized local Toyota Dealers: Copeland Toyota 970 West Chestnut Street Brockton, MA 02301 Toll Free: 800-856-1172 Fax: 508-559-9264

wholesaleparts@copelandtoyota.com www.copelandtoyota.com/wholesaleparts

IRA Toyota of Manchester 33 Auto Center Road Manchester, NH 03103 Toll Free: 800-828-6076 Direct: 603-657-2410 Fax: 603-657-2419

IRA Toyota Danvers 161 Andover Street Danvers, MA 01923 PH: 800-774-8411 ext.1 Direct: 978-739-8306 FAX: 978-739-8098

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

stirrell@iramotorgroup.com www.iramotorgroup.com

New England Automotive Report September 2018 17

Corporate Sponsors

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BUY FROM YOUR AASP/MA SPONSORS 18 September 2018

For more information or to become a sponsor of AASP/MA please call (617) 574-0741 or email admin@aaspma.org.

New England Automotive Report

New England Automotive Report September 2018 19

Quality Repairs Start With Volvo Genuine Parts.

For over eight decades, the Volvo name has been synonymous with unmatched quality and performance. That legendary Volvo quality starts with Volvo Genuine Parts.

Rely on Volvo Genuine parts to get the right fit, at the right price, right now.

Please contact the following dealers for your Volvo parts needs:

Volvo Cars Cape Cod 270 North Street Hyannis, MA 02601 Parts Direct: 888-823-0093 Fax: 508-568-9250 www.volvocarscapecod.com

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New England Automotive Report

Prime Volvo Cars 1030 Hingham Street Rockland, MA 02370 Parts Direct: 781-927-3520 Fax: 781-927-3592 www.volvocarssouthshore.com

Volvo of Wellesley 962 Worcester Street Wellesley, MA 02482 Parts Direct: 800-247-3033 Fax: 508-651-1220 www.volvoofwellesley.com

www.volvogroup.com

SMALL PARTS, BIG HEARTS.

MINI of Warwick Maintains an Infinite Inventory of Original MINI Parts.

• Experienced and dedicated MINI Parts Staff • Extensive inventory of collision parts and components

• Fast and free delivery • Fax or email will speed your order fulfillment

MINI OF WARWICK

1515A Bald Hill Road Warwick, RI 02886 Wholesale Direct at 401-824-2313 Fax 401-824-2251 janine.brown@penskeautomotive.com MINIOFWARWICK.COM Hours: M-F: 8:00-5:00 Sat: 8:00-3:00 © 2018 MINI USA, a division of BMW of North America, LLC. The MINI name, model names and logo are registered trademarks.

WE SUPPORT YOUR BUSINESS WITH ORIGINAL BMW REPLACEMENT PARTS. · Our BMW Parts Professionals know BMW vehicles better than anyone else. · Same day delivery on all in-stock parts, next day on non-stock items. · Fax or emailing your order will speed processing and delivery to your location.

BMW OF WARWICK 1515 Bald Hill Road, Warwick, RI 02866 Parts Direct at 401-824-2321 Fax 401-826-1204 ldisaia@penskeautomotive.com Hours: M-F: 8:00-5:00 Sat: 8:00-4:30 European model shown

New England Automotive Report September 2018 21

[INDUSTRY] UPDATE by John Walczuk, ZB Negotiations

Diminished Value: Fact or Fiction?

The concept of diminished value is often disputed by insurance carriers as fiction. This assumption by the carrier appears to be based on a simple fact: The actual loss has not yet been realized. Taking this approach, the carrier will often attempt to avoid any consideration for the current decrease in the resale value of a vehicle.

Why should a vehicle owner need to sell their previously undamaged vehicle to recognize a loss? Simple answer: They should not. The fact that a vehicle’s resale value is less after an accident does result in an economic loss to the owner. That loss in resale value should be recognized by and paid for by the insurance carrier.

Taking a moment to understand the concept of diminished value provides a clearer understanding. A vehicle once damaged in an accident has a lower resale value when compared to one not involved in an accident.

One can see this when referring to CARFAX, TrueCar or other services that consider prior accidents in determining resale value.

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

So what is the definition of a diminished value loss?

How do we determine what is the diminished value loss?

The definition of a diminished value loss is the current reduction in the resale value of a vehicle that can be directly attributed to an accident. The process of measuring or calculating this loss is complex. In determining this loss, one must consider factors including the extent of damage, comparable vehicles and uniqueness of the make and model.

Additionally, consideration must be given to the possibility that once damaged in an accident, there may not be a resale market for that vehicle in the future. This is especially true with exotics, antiques or higher-priced collectibles.

Draw your own conclusion. Is diminished value fact or fiction?

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

WHAT CAN WE DO FOR YOU? • Total Loss • Diminished Value • Loss of Use

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zbllc.net

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22 September 2018

New England Automotive Report

New England Automotive Report September 2018 23

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New England Automotive Report

New England Automotive Report September 2018 25

[AASP/MA] FEATURE by Joel Gausten

GOALS & GROWTH: Renewed Members Reflect on the Value of AASP/MA There have been a lot of big changes at AASP/MA lately, and repairers are taking notice.

Thanks in large part to the arrival of veteran industry advocate Evangelos “Lucky” Papageorg as its new executive director, AASP/MA is enjoying an influx of new, returning or renewing members who are excited to take part in the association’s new era. This month, we touch base with two longtime shop owners who are committed to working towards a brighter future.

A MABA Mainstay Returns Currently celebrating his 30th anniversary as the owner of D&S Auto Works in Abington, Dana Snowdale recently returned to AASP/MA after a lengthy hiatus.

When asked what brought him back to the association, his answer was simple: “Lucky!”

Snowdale believes that Papageorg’s vast industry knowledge and commitment to serving body shops will greatly benefit AASP/MA moving forward.

“When he’s asked to do something, he does it. He follows up; he doesn’t just drop the ball.”

A professional repairer since 1985, Snowdale joined what was then the Massachusetts Auto Body Association (MABA) in the mid ’90s to get a better handle on the growth of computer-generated estimates.

Before long, he became involved in MABA’s Plymouth County Chapter; this participation eventually led him to serve as the treasurer on the Board of Directors. In the early 2000s, he was one of many shop owners who worked to incorporate auto body members into AASP/MA. Throughout his life as an association member and industry volunteer, he worked alongside like-minded volunteers to

D&S Auto Works in Abington recently rejoined AASP/MA. 26 September 2018

New England Automotive Report

better educate repair facilities throughout the Commonwealth.

“We were trying to preserve our rights as independent repairers. We worked to get other shops to understand how our regulations were written and what their customers were entitled to.”

Looking at the industry years later, he feels strongly that liability is one of the greatest issues facing anyone repairing vehicles in 2018.

“At the end of the day, the insurance company doesn’t repair cars. Their job is to reimburse the customer for their loss. That’s how the policy is written. If something liability-related happens with that repair, the insurance company is going to walk away from it. The contract of repair is between the body shop and the customer…There’s never a partnership between the insurance company and the body shop, because that would be a huge liability risk on the insurer’s part.

That insurance paperwork isn’t worth the paper it’s written on as far as your liability is concerned; your liability is what you’ve written and agreed to with the customer.”

Additionally, Snowdale would like to see AASP/MA work to address issues with steering and aftermarket parts and promote adherence to the P-Pages.

“Understanding the repair procedures is a key element that I think Lucky can help bring to the forefront of this industry to help the insurance companies understand our positions. We can all fix cars 1,000 different ways, but the manufacturers’ recommendations for those repairs are what we should be focusing on. I’m not looking to fight insurance companies, but

everybody needs to be educated on the repair process and what the manufacturers’ recommendations are. We’re leaving ourselves more and more exposed to liability without that.”

These days, Snowdale’s life at D&S Auto Works is a family affair. His oldest son, 26-year-old Jordan, serves as the lead refinishing tech, has completed I-CAR training in color matching and refinishing (along with a two-week course at AkzoNobel for color tinting and refinishing) and is studying to be an appraiser. His other sons, 22-yearold Zachary (a graduate of Bristol-Plymouth Regional Technical School) and 21-year-old Tyler, are in charge of disassembling and organizing all parts for the reassembly process as well as quality and delivery. By working alongside a younger generation, Snowdale has gained intriguing insight into how the field has changed over the years.

“Technology is helping our industry immensely. If they have a problem taking a molding off, they can go to YouTube on their phone and figure out how to do the correct procedure. It’s amazing how much technology the young techs know to access information.”

As for the future, Snowdale is hopeful that AASP/MA will continue to stress the importance of establishing the shop technician as the definitive expert in the collision repair process.

“Some shops are afraid of insurance companies blackballing them, but the reason why these shops often don’t get along with insurers is because these shops know what it takes to repair the car to preaccident condition.”

Strength in Numbers, One Stronger Unsurprisingly, keeping the shop in a position of authority is also a concern for longtime AASP/MA shop owner Dan Lamontagne (White Lightning Auto Body; Williamsburg), who recently renewed his membership.

“The association has got to figure out an angle of some sort to improve the bottom line on the estimates that

White Lightning Auto Body has been an association member for more than two decades. are being written by the insurance companies…These cars are getting to be so high-tech; they demand that [the technicians] who work on them know what they’re doing to ensure the safety of the people driving them, [but] there’s no money to hang out there, as a carrot, to entice anybody to come into the trade, stay with the trade and make a good living to support a family.”

A shop owner since 1991, Lamontagne joined MABA in the mid-’90s and immediately experienced the benefits of getting involved.

“In the beginning, I learned a lot by talking to my peers at the meetings. I found that to be the most invaluable thing [about membership].”

As time went on, he became president of MABA’s Western Chapter, which remained in place when the association became part of AASP/MA. Known for its fun-filled events (including the legendary Clambake) and general sense of industry camaraderie, the chapter made a major impact on Lamontagne.

“I’ve met a lot of great shop owners here in Western Massachusetts. We’re all pulling for the common cause of trying to make

a decent living for us and our employees. Even to this day, when I get stuck on something or something is bothering me, I can pick up the phone and call any of them and pick their brain if they had the same problem and solved it.”

After more than two decades as an association member, Lamontagne stays on to add to the strength in numbers that keeps AASP/MA active.

He is encouraged by Papageorg’s new role with the group, as he sees it as a way to gain a better standing at the State House and beyond.

“The big thing that I like about Lucky is that he’s pushing to get as many members as he can so he can use the bigger numbers to get more attention.”

As more shops in Massachusetts rejoin AASP/MA, renew their membership or become involved for the first time, the association’s ability to strengthen the success of the state’s auto body industry grows by the day. To learn more about what the revitalized AASP/MA can do for you, please contact Lucky at (617) 574-0741 or via email at lucky@aaspma.org. Also, be sure to refer to our “Where’s Lucky?” notice on page 11 to find out where he will be visiting this month.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

New England Automotive Report September 2018 27

GENUINE NISSAN PARTS

MAKE ALL THE DiFFERENCE.

Only Genuine Nissan Parts deliver the fit, reliability, and performance to meet your shop’s collision repair needs. So keep it original, and keep it real with Genuine Nissan Parts.

Contact these Nissan dealers for all your parts needs: Kelly Nissan-Infiniti 155 Andover Street, RTE 114 Danvers, MA 01923 Main: 978-774-1000 Direct: 866-883-7093

Mastria Nissan 1305 New State Highway Raynham, MA 02767 Direct Toll Free: 800-248-2458 Direct Fax: 508-802-6118 E-mail: parts@mastrianissan.com Web: www.mastria.com

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New England Automotive Report

Kelly Nissan of Lynnfield 275 Broadway (Route 1) Lynnfield, MA 01940 Toll Free: 1-800-698-9280 Fax: 781-598-8026 E-mail: BSherman@Kellyauto.com

Kelly Nissan of Woburn 95 Cedar Street Woburn, MA 01801 Phone: 781-835-3510 Fax: 781-835-3580 E-mail: jon.martins@kellyauto.com www.kellyauto.com

30 September 2018

New England Automotive Report

New England Automotive Report September 2018 31

AASP/MA THANKS ALL THE SPONSORS OF THIS YEAR’S TOURNAMENT!

Tournament Sponsor: Enterprise Rent-A-Car Hole-in-One Sponsor: Guy’s Auto Body Closest-to-the-Pin Sponsor: EXP Consulting (Lucky Papageorg) Longest Drive: FinishMaster Lunch Sponsors: BASF Kelly Auto Group Long Cadillac-Subaru

32 September 2018

New England Automotive Report

Dinner Sponsors: Collision Center Design LLC Enterprise Rent-A-Car Hoffman Auto Group New England Auto and Truck Recyclers PPG Spray Booth Services and Equipment Sales Hole Sponsors: ABSAP (Auto Body Supplies And Paint) Chris Bird - Advantage Parts Solutions Albert Kemperle

Al Brodeur’s Auto Body Auto Works Collision Body and Paint Center/Tom Ricci Cape Auto Body DB National Fuller Auto Body & Collision Center Lexus of Watertown Lombard Equipment Paster, Rice & Castleman Pleasant Street Autobody & Repair Sherwin-Williams Tasca Automotive Group Thomas Greco Publishing West Springfield Auto Parts

1

2

3

4

5 1. Rick Starbard accepted the Longest Drive prize on behalf of Anthony DiCesare.

2. Andrea Kershaw of Tournament Sponsor Enterprise 3. Closest-to-the-Pin winner Mike Rainville with AASP/MA Executive Director Evangelos “Lucky� Papageorg 4. Amy Blair of Tournament Sponsor Enterprise with AASP/MA member Tom Ricci 5. AASP/MA President Molly Brodeur with association member Al Brodeur and AASP/MA Administrative Assistant Alana Bonillo New England Automotive Report September 2018 33

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34 September 2018

New England Automotive Report

GARY ROME HYUNDAI 150 Whiting Farms Road Holyoke, MA 01040 PARTS: 877-960-2444 FAX: 413-536-6349 EMAIL: parts@garyromehyundai.com www.garyromehyundai.com

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

Unsafe Unrelated Damage: What Should You Do About It? I recently got an email from a body shop owner who had a dilemma. He had performed relatively minor insurance-covered repairs to the front end of an older Ford Fusion. A scan showed that there had been a previous airbag code, and the airbag light was on.

Clearly, the problem predated and was unrelated to the damage that was being repaired. When the shop owner questioned the customer, it turned out that the customer had previously changed the steering rack himself. While the rack was off, his kids had turned the wheel and snapped the clock spring.

As the shop owner explained to his customer, this was a potentially serious safety issue. Insurance was not going to cover the cost of repairing the unrelated damage, and the customer could not afford to pay (or did not want to pay) to repair the clock spring and wanted to just drive the car off the shop’s lot.

The body shop owner was in a quandary, wondering what his liability might be for allowing his customer to drive an unsafe car and what he could do to protect himself.

Should he have the customer sign 36 September 2018

New England Automotive Report

some type of release or hold harmless agreement? Should he remove the car’s inspection sticker? What were his best options?

My advice to the shop owner was as follows, and it is advice that everyone in his position should heed.

Most importantly, make sure that you notify your customer of the problem. Make sure that you notify your customer of the danger involved in operating the vehicle with that problem, and make sure that you do whatever you can to document that you gave notice to your customer.

There are multiple reasons why it is important to give your customer notice of safety issues resulting from unrelated damage. First, as a repair professional, you owe a duty to your customer to warn them of a safety risk that you discover. If you do not warn them of that risk, and if personal injury or property damage occurs, then you may be held liable if you are sued for negligence for failure to warn of the danger.

Second, the Auto Damage Appraiser Licensing Board (ADALB) regulations at 212 CMR 2.04(1)(e) say the following:

If, while in the performance of his or her duties as a licensed auto damage appraiser, an appraiser recognizes that a damaged repairable vehicle has incurred damage that would impair the operational safety of the vehicle, the appraiser shall immediately notify the owner of said vehicle that the vehicle may be unsafe to drive.

It is not absolutely clear that the regulation applies in this situation, since it is not clear that, as a shop owner or shop employee, you are acting as an appraiser when you determine that a vehicle may be unsafe to drive. However, you do not want to have to defend yourself by making that argument if you are sued. You are much better off just notifying the owner that their car is unsafe to drive. Not only could the regulation be interpreted to require it, but it is also the right thing to do.

Third, as a practical matter, if you do give notice of the problem, then it may be good for business. In most cases, you actually may be able to get your customer to pay you to fix the problem. Many people may be able to afford to pay out of pocket for

New England Automotive Report September 2018 37

[LEGAL] PERSPECTIVE safety-related repairs. Their safety and the safety of their family should be enough of a concern to encourage them to somehow find the funds.

While oral notice to the vehicle owner may be sufficient, it is ideal to put it in writing so that there is a written record of the warning that you have given. You should also get a written acknowledgment from your customer that you have given them the written notice, perhaps by having them sign a copy of the notice, marked “received by me,” along with the date. If you cannot get them to sign a receipt, then keep a copy and make your own notation on the copy of the date and time that you delivered the original to your customer. If you cannot give your customer the written notice, or if they refuse to accept it, then make sure that you still give them oral notification. Also, make a note in your file of the date, time and substance.

If possible, get your customer to sign a release or hold harmless agreement as a condition of letting them drive an unsafe car off of your lot. This may be difficult to do, and it is beyond the scope of this article to suggest the exact language of such a document. If you think that you may be able to convince customers to sign such an agreement, then have your lawyer prepare an appropriate form that will cover you, and have it available if you need it. Perhaps you can have one document that gives notice of the exact problem, has the customer acknowledge said notice and also has them release you from liability.

Be aware that courts do not always enforce these types of hold harmless agreements or releases, since it could be perceived that you are acting from a position of power and are forcing your customer to sign something against their will so that they can retrieve their car. However,

you are still in a much better position if you can get such a document signed by your customer than you would be without it.

Consider removing the inspection sticker. The ADALB governing statute, M.G.L., c. 26, §8G, says that an appraiser shall remove a vehicle’s inspection sticker if they determine that a vehicle is damaged such that it may no longer meet the Registry of Motor Vehicle (RMV) safety or emission standards.

This provides justification for removing the sticker. This action, in and of itself, may provide sufficient evidence that you have given actual notice of the problem to your customer.

On the other hand, many appraisers (no matter who they are working for) are hesitant to remove inspection stickers. If so, there is justification for not removing the sticker in this situation. That is because the governing statute also says that its enforcement is to be governed by regulations to be issued by the Registrar of Motor Vehicles, and the regulations that were issued limit the circumstances under which it is necessary to remove the sticker.

In particular, 540 CMR 19.02 says that an appraiser is required to comply with the inspection removal law only “while performing their official duty of appraising insurance related auto damage.” If you discovered the problem while making repairs (rather than while making an appraisal), and if the particular defect is not the result of “insurance related auto damage” (which would be the case if it is unrelated damage), it does not appear that removal is required.

Also, 540 CMR 19.04(1) says the following: The appraiser’s responsibility to determine if a motor vehicle meets the prescribed safety or emissions

standards shall be limited to obvious visible safety or emissions damage included in the itemization of parts, labor or service necessary to restore the damage for which the claim is initiated.

If what you discovered was not obvious and was not related to parts, labor or service “necessary to restore the damage for which the claim is initiated,” then you are not required to remove the sticker.

If you want to make sure that you are well-protected, then remove the sticker. If you do not remove the sticker, then the RMV regulations appear to protect you, especially if you have given the owner documented notice of the defect and that the car is unsafe to drive.

Consider towing the car to your customer’s home and leaving it there, along with a notice that the car is unsafe to drive. This may seem drastic, and there is an out-ofpocket expense for the tow, but it would probably make your garagekeeper liability insurance carrier happy and give you an added layer of protection, particularly if the safety issue is a major one. You are better off towing the car to the owner’s home and leaving it in their driveway than having a wheel or gas tank fall off in the middle of the street while your customer is driving off your lot.

If you do decide to tow a car to the owner’s house, then you can either rely on the types of defect notices suggested earlier in this article or remove the inspection sticker. You should also consider putting an additional defect notice on the front seat of the car or even pasting one to the windshield or a window.

Also, understand that towing the vehicle to its owner’s house is not abandoning it. Rather, it is delivering it to the owner. continued on page 50

38 September 2018

New England Automotive Report

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New England Automotive Report September 2018 39

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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

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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

40 September 2018

New England Automotive Report

New England Automotive Report September 2018 41

2018 AASP/MA Annual Fall Event

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

Thursday, September 13, 2018 DoubleTree by Hilton Hotel, 5400 Computer Dr., Wesborough, MA 01581

Positioning Yourself in the Collision Repair Industry

Presented by Mike Anderson Collision Advice Consulting Services

10 am - 11:45 am - Opening Program 11:45 am - 12:45 pm - Table Top Trade Show 12:45 pm - 2:30 pm - Mike Anderson (Keynote Speaker/Lunch)

Ticket prices: $65 for Members $150 for Non-Members $500 Per Table (10 Event Tickets)

Vendor Exhibits:

AASP/MA Members: $500 per table top Non-Members: $1,000 per table top

Attendee Name: ___________________________________________________________________

Company Name: __________________________________________________________________

Mailing Address: __________________________________________________________________

Telephone: _______________________________________________________________________

Email: ___________________________________________________________________________ Credit Card

PAYMENT INFORMATION

Check (Make checks payable to AASP/MA; remit to address below)

CC#: ____________________________________________________________ EXP: _____ / ____

SECURITY CODE: _____ (3-digit code on back of Visa/MC/Disc; 4-digit code on front of AMEX)

BILLING ADDRESS: _______________________________________________________________

NAME ON CARD: _________________________________________________________________

SIGNATURE: _____________________________________________________________________ Please return completed form via email to admin@aaspma.org or via fax to 973-235-1963 or via physical mail to AASP/MA, P.O. Box 212, Marlborough, MA 01752 Please make checks payable to AASP/MA

Please call the AASP/MA Administrative Office at 617-574-0741 with any questions

New England Automotive Report September 2018 43

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

This month, we “ASK MIKE” to update us on information he uncovered during his recent OEM webinar on Nissan/Infiniti. We at 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.

New England Automotive Report: Your recent webinar on Nissan/Infiniti has earned a lot of attention - thanks in large part to your discussion on feather, prime and block. Can you tell us a little about this webinar and the information it presented?

Mike Anderson: With the Nissan/ Infiniti webinar, we had a lot of great content. There was actually so much content that we had to do a Part Two, which is something we hadn’t done before with the other OEMs. That’s not because those OEMs don’t have a lot of good information; part of it was because we’re getting a lot more indepth and we had a lot of questions.

One of the things that we found in Part Two of going into Nissan/Infiniti’s repair procedures was a statement that talked about how you should not jump more than two grit sizes. I was like, ‘Wow! That right there is feather, prime and block!’ It was a cool hidden nugget that we found within the OEM repair procedures that got me very, 44 September 2018

New England Automotive Report

sizes. If you go from 150 to 220, 220 to 240, 240 to 280 and 280 to 320, that’s obviously more than two grit sizes.

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

EPA language is the second thing to look at. When the EPA first came out with 6H Rule, I was involved with the Automotive Service Association’s Collision Operations Committee. I had the opportunity to be a part of that when the rule was being crafted. One of the things that was stated was that the only person who could spray very excited. Honestly, feather, prime primer or any type of coating was and block has been around for a long someone who was HVLP [high volume, time. low pressure]-certified. The only Any time I’m trying to get paid for recognizable training for that was something, I always stick to what I call through a paint manufacturer/ my ‘four negotiation questions:’ distributor. Secondly, they stated that any of your applications – like Is it required? basecoat, clear, primer, etcetera – Is it included? need to be done in what was referred Is there a pre-determined time? to as a ‘spray cabin.’ The 6H Rule very If not, what is it worth? clearly defines what a ‘spray cabin’ is; it talks about how many walls you Is feather, prime and block need to have, etcetera. If you look at required? First of all, the estimating the EPA’s language, the only person systems say that body labor times for who can actually take and apply replacing a quarter panel are for you products that are used during the to finish off up to 150 grit for the body feather, prime and block process is tech. Then, they state that paint times going to be someone who is HVLPare for new, undamaged panels, certified. That happens through starting with 320 grit. One of the things refinish training, so it’s definitely a that I found early in my career was that refinish operation. all the paint and abrasive Everything in our industry points to manufacturers suggested that we feather, prime and block definitely should not jump more than two grit being a not-included operation. In our

‘Who Pays for What?’ Surveys, we ask, ‘Who performs feather, prime and block in your facility?’ as well as, ‘How do you charge for it, and what type of time do you come up with?’ The majority of shops that have taken our surveys have stated very clearly that they charge a percentage of the repair time. I’m not in any way suggesting that’s what somebody should charge, because that would be a violation of antitrust, but our Survey results very clearly show that.

Without naming any names, some insurers are saying, ‘Well, take it off the repair time,’ but you still have to be compensated for the materials on that. My question back to those insurers that suggest that is, ‘What about when you replace a quarter

panel and you get 15.5 hours?’”

There’s no repair time included in that.

Where are you going to include it in then?

At the end of the day, everything in our industry leads us to feather, prime and block. What I found very unique was that it was actually clearly stated in the Nissan/Infiniti repair procedures.

We also found a lot of other cool things in those Nissan/Infiniti procedures. For example, they have a symbol for one-time-use parts. It’s a black dot with a white x. That’s always going to be listed in the OEM repair procedures but not in the electronic parts catalog. That’s why it’s important that you research OEM repair procedures.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

Mike Anderson’s OEM webinars are available on the Collision Advice YouTube channel (youtube.com/collisionadvice).

Mike Anderson is an Accredited Automotive Manager (AAM) and the former owner of Wagonwork Collision Centers, two highly acclaimed shops located in Alexandria, VA. He has served as a member of many industry organizations throughout his career, including the WMABA Board of Directors, the Mitchell Advisory Board, the MOTOR Advisory Board, the ASE Test Review Committee, the National Auto Body Council, the Collision Industry Conference and the Society of Collision Repair Specialists. Additionally, he is a past Virginia SkillsUSA chairman, serves as a facilitator for Axalta Coating Systems’ highly recognized Business Council 20 Groups in both the US and Canada and facilitates numerous courses for Axalta Coating Systems’ Educational Series. He currently offers expert industry consulting via his latest venture, Collision Advice (collisionadvice.com).

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Get it right from the source.

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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 46 September 2018

New England Automotive Report

New England Automotive Report September 2018 47

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New England Automotive Report

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New England Automotive Report September 2018 49

[LEGAL] PERSPECTIVE

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continued from page 38

Imperial Ford ........................................46 Ira Subaru ..............................................13 Ira Toyota of Danvers ..............................12 Kelly Automotive Group ........................IBC

Conclusion It is not uncommon to discover unrelated damage when appraising or repairing accident damage, particularly with the availability of scanning tools.

Because of the way that vehicles are designed in this day and age, it is not uncommon for such unrelated damage to make the operation of a vehicle unsafe. If you discover unsafe unrelated damage, please follow the advice contained in this article in order to protect yourself, your customer, their family and all of the other drivers with whom they share the road.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

50 September 2018

ADVERTISER’S INDEX

Kia Group ..............................................39 Linder’s, Inc. ........................................50 Long Automotive Group ............................9

Accudraft Paint Booths ........................OBC

Mazda Group ..........................................19

Audi Group ............................................40

McGovern Chrysler Jeep Dodge Ram ..........11

Audi Shrewsbury ....................................43

Mopar Group ..........................................25

Axalta Coating Systems ............................6

Nissan Group ..........................................28

Best Chevrolet/Best CDJR ......................IFC

Pinnacle ................................................37

BMW Group ..................................................14

Polyvance ..............................................48

BMW/Mini of Warwick ............................21

PPG ........................................................3

Colonial Auto Group..................................4

Sarat Ford Lincoln ..................................48

Empire Auto Parts....................................13

Sentry Group ..........................................24

Enterprise ..............................................41

Sherwin-Williams ..................................29

First Chrysler-Dodge-Jeep-Ram ..............49

Subaru Group ........................................35

First Ford ..............................................49

Tasca Group............................................23

First Hyundai ........................................49

Toyota Group ..........................................17

Ford Group ............................................46

Volvo Group ..........................................20

Gary Rome Hyundai ................................41

VW Group ..............................................47

Gary Rome Kia ........................................41

Wellesley Toyota/Scion ............................49

Honda Group ..........................................16

Wheel Collision Center ............................45

Hyundai Group ......................................34

ZB Negotiations ......................................22

New England Automotive Report