New England Automotive Report October 2021

Serving the New England Collision and Mechanical Repair Industry

"Your Massachusetts Auto Body Association"

October 2021 U.S.A. $5.95

SEMA

REPAIRER BEWARE:

A Preview

Insurance Coverage Risks

VIOLATED!

Members React to Insurer Abuse & ADALB Inaction

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New England Automotive Report

October 2021 • Volume 19, No. 10

DEPARTMENTS

CONTENTS COVER STORY

EDITOR'S MESSAGE

by Joel Gausten 6 | Thank You and Goodbye EXECUTIVE DIRECTOR’S MESSAGE

by Evangelos “Lucky” Papageorg 8 | Wouldn’t It Be Great?

LOCAL NEWS 10 | AASP/MA Continues Consumer Outreach on WSAR AASP/MA GENERAL MEMBERSHIP MEETING SAVE THE DATE 13 | Wednesday, October 20 5:30pm. Location TBD. NATIONAL NEWS 14 | SEMA Returns with Repairer Driven Education VENDOR AFFINITY PROGRAM MEMBER SPOTLIGHT 20 | Grieco Toyota of East Providence

by Alana Bonillo JUST FOR FUN 22 | What is the Funniest Customer Experience You've Had? NEWS FROM THOMAS GRECO PUBLISHING 38 | Thomas Greco Publishing Names Chasidy Rae Sisk as Managing Editor

ALSO THIS ISSUE 16 | AASP/MA MEMBER APPLICATION 21 | AASP/MA VENDOR AFFINITY PROGRAM SPONSORS

26 | Violated! Members React to Insurer Abuse and ADALB Inaction

by Joel Gausten

LEGAL PERSPECTIVE

Repairer Beware: Is There Coverage for That Loss?

30 | Repairer Beware: Is There Coverage for That Loss?

by James A. Castleman, Esq.

New England Automotive Report

October 2021 5

EDITOR'S MESSAGE

Thank You and Goodbye JOEL GAUSTEN

After 21 years covering the automotive industry on a full-time basis, I have made the difficult decision to move on from my role as editor of New England Automotive Report.

Way back in 2000, I took my first postcollege job as the editor of Damage Report, the official publication of the Massachusetts Auto Body Association (MABA). At the time, I was new to the inner workings of the collision repair industry and couldn’t even change a tire.

Thankfully, Damage Report Publisher Thomas Greco saw something in me and gave me a shot.

Since I was not an industry expert by any means back then, I figured the easiest way for me to learn about the auto body world was to focus on its people. Every person I encountered had a story to tell, and I soon discovered that the MABA community was comprised of dedicated professionals who truly cared about doing the right thing and protecting their customers. It was inspiring to see so many volunteers taking time away from their businesses to make the profession better.

This high-level commitment carried into the evolution of AASP/MA – which grew from an association of mostly mechanical members into one of the nation’s most prominent collision repair entities – and the creation of

New England Automotive Report in 2002.

I’ve had the pleasure of knowing some extraordinary people through my work. Listing them all would fill this magazine, but I want to express my appreciation to a few who made this experience so special to me. My deepest thanks to former AASP/MA Presidents Bill Cahill (and his late wife, Peggy), Rick Starbard and Paul Hendricks; former MABA President Jeff Loeser; AASP/MA Secretary Gary Cloutier; AASP/MA Legislative Director at-Large Tom Ricci; AASP/MA Zone 4 Director Jim Marshall; New England Automotive Report contributor Jim Castleman; industry legend Walter Thomas; and the late Tom Colo. My thanks as well to past AASP/MA President Molly Brodeur, who taught me (and many others) the value of always approaching the hardships of the collision industry with intelligence, diplomacy and grace. And of course, I couldn’t write this message without including the great people from AASP/MA’s Western Chapter (especially Ed and Joann Nalewanski, Dan Lamontagne and Mike Boucher), who hosted some of the most memorable events I attended and covered.

I’d also like to thank AASP/MA Executive Director Evangelos “Lucky” Papageorg, easily one of the most passionate industry members

I’ve ever known. It’s rare to encounter someone who is so willing to give so much of himself to better this industry for shops and consumers alike. His dedication and advocacy are matched only by his kindness, and it’s been an honor to work so closely with him over the years.

Naturally, my 21 years in this industry would not have been possible without my second family at Greco Publishing. Throughout this fast-paced job of mine, Tom Greco remained a man of quiet strength and guidance, always inspiring me to shine and grow through his trust, support and peerless generosity. I’m lucky to have built my career with him. I was also fortunate to have had such a fantastic coworker and sounding board in Alicia Figurelli, whose natural ability to find a sense of calm and good humor when times get tough set a bar for me that I’ll always strive to reach. It was great fun working with former Art Director Lea Velocci for well over a decade, and it’s been a joy working with Alana Bonillo, Joe Greco and Donna Greco in more recent times.

Lastly, I’d like to thank the members of AASP/MA. I’ll miss working with so many of you in giving a voice to the Massachusetts collision industry and the consumers you serve.

Never stop fighting for what’s right.

PROTECTING CONSUMERS AND THE COLLISION INDUSTRY

MASSACHUSETTS

STAFF

AASP/MA EXECUTIVE COMMITTEE

PUBLISHER

President Kevin Gallerani

SALES DIRECTOR

AASP/MA STATEWIDE DIRECTORS

EDITORIAL DIRECTOR

Director At-Large Adam Ioakim

Thomas Greco | thomas@grecopublishing.com

Alicia Figurelli | alicia@grecopublishing.com

Joel Gausten | joel@grecopublishing.com

EDITORIAL/CREATIVE COORDINATOR Alana Bonillo | alana@grecopublishing.com

OFFICE MANAGER

Donna Greco | donna@grecopublishing.com

PRODUCTION COORDINATOR

AASP/MA DIRECTORS

Vice President Matthew Ciaschini

Treasurer Dana Snowdale

Legislative Director At-Large Tom Ricci

ZONE 1 Mike Penacho Dan Wenzel John Studer

ZONE 2 Ray Belsito Joshua Fuller Brenda Lacaire

Affiliate Director Rick Fleming

Affiliate Director Bill Spellane

ZONE 3 Andrew Potter Brian Stone Phil Morin

Secretary Gary Cloutier

Collision Director At-Large Rob DelGallo ZONE 4 Kevin Kyes Jim Marshall Paul Tuscano

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

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

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 © 2021 by Thomas Greco Publishing, Inc. Images courtesy of www.istockphoto.com

6 October 2021

New England Automotive Report

AASP/MA Administrative Assistant Alana Bonillo

WWW.AASPMA.ORG

Affiliate Directors Frank Patterson Jeff White Don Dowling P. O. Box 850210 Braintree, MA 02185 617-574-0741

New England Automotive Report

October 2021 7

EXECUTIVE DIRECTOR’S MESSAGE

Wouldn't It Be Great?

EVANGELOS “LUCKY” PAPAGEORG

We are all aware that we do not live in a perfect world. Being involved in the collision repair industry just makes this statement even truer. There are so many aspects of our industry that continually throw us curveballs from every possible angle. We may be able to put any number of standard operating procedures (SOPs) in place to avoid issues and to address the majority of what we face; however, something will always crop up that may not have been anticipated and be out of our control. Due to the ever-changing technology of today’s vehicles, repair procedures are just one of those potential issues. Parts availability is another.

A staff person banging in sick or a critical piece of repair equipment breaking down could all contribute to the difficulties faced in a shop. Any one of which can send your shop’s productivity into a tailspin. There are, however, certain aspects of what we do that should not have variables or be unpredictable.

Wouldn’t it be great if when one of your long-time customers contacts you about having had an accident and sets up an appointment for repairs, someone at their insurance company does not try to steer them away? Steering them by making it sound as if repairs will take longer at your “problem” shop because you are too picky. Or additionally, they tell the customer you charge more than what their contracted shop will accept without telling the vehicle owner that they have artificially set a reimbursement rate that is the lowest in the country.

Wouldn’t it be great if when you reviewed an estimate to repair a damaged vehicle, which has been written by a licensed staff or independent appraiser, it was prepared in accordance with the 212 CMR 2.0? An estimate that (but for hidden damage) accurately documented ALL the parts and repair procedures needed to restore the vehicle to pre-loss condition at a fair and equitable rate of reimbursement? Wouldn’t it be great if when you called in for an original estimate or a supplement, you actually got to speak to a live human being without being put on hold for absurdly long periods of time? Or worse, being told you have to send the request into the “abyss” via email without any way to confirm it was received.

Wouldn’t it be great if when a licensed appraiser does show up at your door they have done so within the timeframes for an original or supplement appraisal? Wouldn’t it be great if that once they are at your shop, they sign in upon request (as is your right to request) and they agree to leave signed field notes (again within your right as per the 212 CMR 2.0)? Wouldn’t it be great if this same appraiser truly negotiated with you for the repairs, acknowledged that you are the expert and have determined which procedures must be performed in accordance to OEM specification? It would be much better than hearing, “They don’t pay for that,” or, “I will have to check with my supervisor.”

Wouldn’t it be great if the licensed appraiser you are dealing with treated you with the respect you deserve and was more than just a tool being used by insurers to bog down the repair process by creating needless delays and additions to your cost of running

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New England Automotive Report

your business? Wouldn’t it be great if that licensed appraiser was held to the standards as specified in 212 CMR 2.0 granting him or her the privilege of being licensed?

Wouldn’t it be great if the Auto Damage Appraisers Licensing Board (ADALB) would take steps against any licensed appraiser who violates the requirements of 212 CMR 2.0? In order to properly protect the consumers, for whom the ADALB was created, wouldn’t it be great if the Board addressed critical issues, which could and would have a long-lasting positive effect on the entire appraisal and negotiation process rather than letting issues and complaints languish and create more conflicts?

Wouldn’t it be great if the license, which we ALL pay for, actually meant something and could be revoked if the regulations are not followed?

Wouldn’t it be great if there was a place collision repairers could turn to for assistance and information? The fact of the matter is that there is such a place. The Alliance of Automotive Service Providers of Massachusetts (AASP/MA), your auto body association, is that place!!! In fact, it is the only entity whose sole purpose is to protect the consumers and the collision repair industry here in Massachusetts. The “ALLIANCE” works day in and day out to better the industry by being a watchdog against attempts to further suppress our industry by insurance companies. We also seek to promote legislation that will benefit vehicle owners and, in turn, benefit our industry. We currently have two very important pieces of legislation pending. The first bill (HB 327) addresses the lack of regulatory enforcement against licensed appraisers. The second bill (HB 1111/SB 709) will increase the minimum reimbursement rate by insurers to the claimant, giving the vehicle owner better choices as to who will be repairing their vehicle rather than be financially forced to use a shop who has contracted with an insurer in return for a volume of work. The “ALLIANCE” has also developed special discounted programs for services and benefits all member shops can use to their advantage. The savings more than pays for the yearly membership dues to the “Alliance.” As a member of the “ALLIANCE,” you are getting a host of benefits for free.

Wouldn’t it be great if there was something collision repairers could do to effect change in how they are treated on a day-to-day basis during the collision repair process? The answer is right here!

You can join and get involved. See page 16 for a Membership Application. Add your voice to the rest of your colleagues who already participated in and updated their responses in the LABOR RATE survey to reflect the increasing cost of doing business. The Labor Rate survey can be found at bit.ly/ LaborRateHerosurvey. Another way to help the cause and be a part of the solution is to take AASP/MA’s “HAVE YOU BEEN VIOLATED” survey at bit.ly/CMRviolationsurvey. YOU can BE an important part of the solution. Act now and be a part of the solution! (Don’t just keep bitchin’ about the problem from continued on pg. 38

New England Automotive Report

October 2021 9

[LOCAL] NEWS

AASP/MA Continues Consumer Outreach on WSAR Over the past several months, AASP/MA Executive Director Evangelos “Lucky” Papageorg has been making frequent appearances on “Everything Auto with Mike Penacho” – the weekly radio show on WSAR 1480 AM/ 95.9 FM hosted by AASP/ MA Zone 1 Director Mike Penacho (Mike’s Auto Body; Fall River). The ongoing goal of these guest spots has been to arm the consumers listening in with guidance and information to help them better navigate the repair process and deal with their insurance companies.

For two special episodes over the summer, Papageorg was accompanied by his assistant at AASP/MA, the uniquely qualified Nadine Nesbitt – who is both a Massachusettslicensed auto damage appraiser and an insurance agent – to give listeners a broader perspective on how they can better inform and protect themselves through the auto repair and claim settlement processes.

During the show’s July 12 broadcast, Nesbitt spoke directly to consumers in regard to things they need to keep in mind when dealing with insurers.

“Insurance companies are very good at many things – one of which is making a profit. We want our checks to not bounce when we get them from the insurance company. However, there are many different things they do, and most consumers don’t know what’s right or what’s wrong. Most consumers don’t even read their policy […] Consumers are paying billions of dollars for a product, and the companies should be delivering, in my opinion.”

Papageorg discussed the importance of consumers making informed decisions on the kinds of parts used in their repairs – even when their carrier attempts to convince a shop to use products that may not reach full OEM standards.

“Consumers really need to be aware of an old adage: ‘You can pay me now or pay me later.’ With the advent of things like CARFAX and other reporting systems that are out there, if you get into an accident with your vehicle, it’s been reported. The information about how that vehicle is repaired, the extent of that repair and how much money was spent all goes into this reporting system […] If you’re looking to sell that vehicle down the road, somebody’s going to run a CARFAX on it. If you’re going to trade it in, every dealer out there has access to CARFAX and looks at it regularly. If you feel your vehicle is worth $10,000 but that CARFAX report shows that you had x dollars’ worth of damage and the repairs were made with aftermarket parts, that dealer is going to 10 October 2021

New England Automotive Report

substantially reduce the amount of value of the vehicle on a tradein. Your insurance company may have saved some money up front, but you end up getting penalized in the long run.”

Papageorg encouraged listeners to utilize AASP/MA as their resource for any issues or concerns they encounter during the course of repair.

“A typical person driving a vehicle has an accident once every seven to 15 years. You don’t stay current or knowledgeable on something that doesn’t affect you on a daily basis. We are the people who face it on a daily basis and are able to give the most current information to help someone the best.”

Above all, Nesbitt reminded consumers that their insurers work for them.

“If something doesn’t seem right, ask them, ‘How come you’re doing this?’ Feel free to ask questions. They have a job because you paid for the policy.”

Due to the great listener response to their previous appearance, Papageorg and Nesbitt returned to Penacho’s show on August 9.

Highlights of this episode included an in-depth discussion on the differences between first- and third-party claims. Papageorg informed listeners that a first-party claim is when they go through their own insurance policy to cover damage to their vehicle, while third-party claims are handled through another party’s carrier. When an insured goes through the other driver’s policy, that company later gets reimbursed for its outlay from the at-fault driver’s insurer through a process called subrogation. Nesbitt advised that consumers can sometimes proceed with a combination of first- and third-party claims to bring their vehicles back to pre-loss condition.

“Every single accident is different; the thing to consider is that you have choices. You don’t have to only do one way; you may need to do both ways. As an example, you may want to use your own collision coverage for the damage to your car if the shop is repairing continued on pg. 12

New England Automotive Report

October 2021 11

[LOCAL] NEWS continued from pg. 10

GOT CLUTTER???

If you have unused, unwanted tools, equipment, parts or materials taking up valuable shop space, list them in New England Automotive Report.

Let us find someone who wants your stuff!

Fill out the form below and fax to (973) 235-1963 or email to info@grecopublishing.com.

MAKE SURE TO LEAVE A CONTACT NUMBER & EMAIL WHERE POTENTIAL BUYERS CAN REACH YOU! What are you getting rid of? (Be specific) ___________________________________________ ___________________________________________ ___________________________________________ Price: $_____________ Is price negotiable? Yes _____

No _____

Do you have photos of items being sold?* Yes No Condition: Excellent __________ Fair __________

Good __________ Poor __________

Where is the item located? (City/State) ___________________________________________ CONTACT INFO: Your name: ________________________________ Company Name: ___________________________ Contact Number: (REQUIRED!) _____________ Contact Email: ____________________________ IMPORTANT! If you have photos of the items being sold, please email them to info@grecopublishing.com or call (973) 667-6922 for more information.

Photos sent via Fax WILL NOT be published.

12 October 2021

New England Automotive Report

it because you may have what’s called a ‘waiver of deductible,’ meaning that you don’t have to worry about putting up for the deductible and wait to be reimbursed under the subrogation rules. But what if you didn’t buy rental car coverage? In that situation, you can go third party for reimbursement on your rental car.”

However, Nesbitt cautioned listeners that if they elect to go through the third-party insurer to settle a claim, Massachusetts law dictates that any unpaid taxes, liens, child support payments or other debts they are subject to will be reduced from the amount they receive for a repair.

As Papageorg added, “Let’s say you had $10,000 worth of damage but you’re $5,000 behind in your IRS payments. That third-party insurer is obligated to send that first $5,000 to the IRS. You would get the remainder. That obviously doesn’t lessen the amount of repairs that have to be done, so you’re basically working from a $5,000 hole that you somehow have to make up to get the vehicle properly repaired.”

"Everything Auto with Mike Penacho” can be heard weekly at 2pm on wsar.com. Archived recordings of the July 12 and August 9 episodes are available at aaspma.org.

PROTECTING CONSUMERS AND THE COLLISION INDUSTRY

MASSACHUSETTS

SAVE THE DATE! PROTECTING CONSUMERS AND THE COLLISION INDUSTRY

MASSACHUSETTS

GENERAL MEMBERSHIP MEETING

WEDNESDAY, OCTOBER 20 5:30pm. LOCATION TBD Guest Presenter: Sandra Kearney (CEO, Human Power Solutions) Sandra Kearney, CEO of Human Power Solutions (HPS), will discuss the availability of grant money for Massachusetts shops using the Workforce Training Fund money. She will discuss the two types of grants available – General and Express – as well as the types of trainings available to the shops to help offset the costs of training employees. Human Power Solutions has partnered with I-CAR and VeriFacts Automotive and is in discussion with others to include those trainings in the application. HPS offers a comprehensive Safety Program and essential skills in Leadership, Communication and many other topics to help round out the skill sets of the entire organization and provide a dynamic culture to increase market share. To date, HPS has secured $88,000 in funding for Body & Paint Center of Hudson and $104,000 for Fuller Automotive in Auburn. HPS is currently working on three other shops in the area.

This meeting will also feature an update on the latest AASP/MA member benefits: Dental, health and credit card processing. (Representatives from these providers will be available to discuss these benefits.)

An up-to-date legislative report on the progress of AASP/MA’s two important bills will also be provided.

For more information, contact AASP/MA Executive Director Lucky Papageorg at (617) 5740741 or lucky@aaspma.org.

New England Automotive Report

October 2021 13

[NATIONAL] NEWS

SEMA Returns with Repairer Driven Education

Experience the SEMA Show once and you’ll never forget it.

Attracting approximately 200,000 attendees to Las Vegas each year, SEMA is one of the world’s most exciting vehicle-related gatherings. As of this writing, SEMA was slated to return to an in-person event after pivoting to a virtual format in 2020. For more than a decade, the Society of Collision Repair Specialists (SCRS) has brought relevant auto body-specific education, training, discussions and networking opportunities to the Show, leading to unforgettable experiences beyond the stunning visuals found in and around the Las Vegas Convention Center. After producing a virtual version of its Repairer Driven Education (RDE) series in 2020, SCRS is thrilled to once again partner with SEMA to deliver a week-long schedule of live seminars and industry gatherings this November 1-5.

“I cannot begin to express how excited we are that we will be returning in person this year,” SCRS Executive Director Aaron Schulenburg shared during the association’s recent Open Board of Directors Meeting in Cleveland, OH. ”Last year, we had some great alternatives to delivering information, but there’s nothing that replicates collision repairers going to a show to spark energy back into themselves and their businesses.”

For this year’s SEMA, SCRS has created an RDE agenda that aims to identify and address many of the key issues impacting today’s industry. During “Scanning and Calibrations – Make Them a PROFIT Center of Your Business,” Eric Newell and Aaron Clark of AirPro Diagnostics will explore whether scanning and calibrations should be a business cost or a separate revenue-generating profit center. Additionally, they will guide attendees on how to prepare their business to embrace in-house diagnostics and calibrations to positively affect their shops’ P&L statement, prompt a fast return on investment and streamline repair processes.

For some facilities, the pandemic prompted the unexpected loss of at least one major revenue source. Whether such a change is

14 October 2021

New England Automotive Report

by choice or by edict, repairers need to evaluate and (in some cases) prepare for sudden changes in their market business strategy. This will be the main focus of “Severing or Surviving the Loss of a DRP or Key Account,” an RDE course by AkzoNobel Coatings Senior Services Consultant Tim Rona. This session will focus on evaluating the effect of two types of change – voluntarily choosing to sever a Direct Repair or key account business relationship or involuntarily losing such a connection – and the strategic and tactical plans associated with both.

Auto body industry veteran and noted speaker Mike Anderson (Collision Advice) will be back for the 2021 Show, joining Danny Gredinberg of the Database Enhancement Gateway (degweb.org) to present “Capture Everything! Using Estimating Resources for Thorough Repair Planning.” Those who sign up for this high-powered presentation will learn how to use resources like SCRS’ award-winning Blueprint Optimization Tool (BOT) and the DEG to guarantee the accuracy of their estimates and make sure they aren’t forgetting anything.

The 2021 SEMA Show will also feature the return of SCRS’ OEM Collision Repair Technology Summit, an all-day series of special panel discussions featuring experts in automotive innovation and design. This year’s Summit will feature individual sessions devoted to electric vehicles (EVs), vehicle research/trends and ADAS and safety.

The RDE series will conclude with the IDEAS Collide Showcase, which SCRS says will feature “10 fast-paced presentations designed to stimulate thought, innovation and resolution of business challenges with brash, outspoken and provoking concepts from thought leaders both in and out of the industry.”

For SCRS’ complete event schedule at SEMA, please visit scrs.com/rde.

PROTECTING CONSUMERS AND THE COLLISION INDUSTRY

MASSACHUSETTS

New England Automotive Report

October 2021 15

Membership Application 2021-2022

AASP-MA P.O. BOX 850210 Braintree, MA 02185 Phone: 617-574-0741 Fax: 973-235-1963 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 # __________________ Total number of Staff (Techs, office, Mgrs)________ Company’s Official Name: ________________________________________________________________________________________________ Business Physical Address: _______________________________________________________________________________________________ Business Mailing Address (If Different): ________________________________________________________________________________ Telephone Number: (______)-________-___________ Fax: (______)-________-___________

DUES STRUCTURE. Collision Shop Annual Dues: $495 / 12 Months*

PRIMARY BUSINESS CONTACT

Name: _______________________________________________________________________________________________________________ Email: _______________________________________________________________________________________________________________

YES � Please list my business as an AASP/MA member in good standing on the AASP/MA website for

consumers to consider using for the collision repairs and assistance with the claims process.

I understand this is a member benefit (_________ initials Date ___/____/2021)

following MONEY SAVING BENEFITS: Yes � Please send me information regarding the

� Dental plan � Healthcare plan � Credit card processing � All three

PLEASE ENCLOSE PAYMENT WITH YOUR MEMBERSHIP APPLICATION

Check# : _______________ (IF collision shop please note your RS# on the memo line of the check) OR CC #: ______________________________________________________________________ EXP: ________/___________ CID: _________________ Billing Address: ______________________________________________________________________________________________________________

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 2021-2022 as provided for in this contract.

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

REV 07/21 MDA 16 October 2021

New England Automotive Report

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New England Automotive Report

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[VENDOR AFFINITY PROGRAM] MEMBER SPOTLIGHT

by Alana Bonillo

Excellent service from an experienced team is what body shop customers get from Grieco Toyota.

The East Providence, RI Toyota dealership is part of the Grieco Automotive Group, which has been around for more than 40 years with multiple dealerships all across the country serving Acura, BMW, Chevrolet, Ford, Honda, Hyundai, Mazda and Mercedes in addition to Toyota.

Grieco Toyota Parts Manager Jason Peloquin got his start at the Johnston, RI-based Grieco Honda about 15 years ago. A little more than five years ago, the company acquired what is now Grieco Toyota, and Peloquin moved to the East Providence store to serve as parts manager.

owners, many long-term employees stayed on board.

“Some of the guys have been with Toyota for 20 years or more; some for 40. We are proud of the longevity of our employees and that our customers will always get the correct part the first time.”

Grieco Toyota makes it a priority to always look out for its customers by offering them cost-saving options via programs like OPS, Auto PartsBridge, RepairLink and CollisionLink.

Peloquin’s team includes six counter persons, an outside sales rep, an inside sales rep and an assistant. They have a large inventory with five trucks on the road each making multiple deliveries daily.

A hands-on manager, Peloquin assists in all roles when needed. The department strives to ensure that parts are delivered to shops in a

“We are all about service,” Peloquin states. “We strive to make sure we give the best customer service and the best pricing we can provide. That keeps everybody happy.”

The dealership is now growing its New England footprint, as Peloquin says it started branching out into neighboring Massachusetts and Connecticut. Its proximity to the border of Massachusetts made sense, and the dealer looks forward to bringing its quality service and experience to the body shop community in the Commonwealth.

Peloquin has 27 years working in the automotive field. He started right out of school as a driver and worked his way up to manager. His experience eventually led to his career at Grieco. He is part of a strong team of people who have been working with Toyota for decades. When Grieco purchased the dealership from its former

reasonable amount of time and always at a good price.

When the dealership started exploring the Massachusetts territory, Peloquin learned about AASP/MA by interacting with member shops. Soon after, the easy decision was made to participate with the association, and Grieco Toyota joined AASP/MA’s Vendor Affinity Program at the Platinum level. The team was also excited to be a part of the association’s Annual Golf Outing, which was held at the Heritage Country Club last month.

“We believe supporting the association is a really good move.

Helping body shops also helps us out. Working together can really help make things happen.”

20 October 2021

New England Automotive Report

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A body shop can sure be an interesting place. Surely, most shop owners can talk for hours, or days even, about all the challenging moments (especially with insurers!) they experience. Then, there are those occasions when something happens in the shop that leaves one laughing, giggling or just plain scratching their heads. So, we reached out to some of our veteran shop owners to hear about some of the funniest moments they’ve ever experienced with their customers. We found quite a few laughs!

AASP/MA Legislative Director at-Large Tom Ricci of Body and Paint of Hudson recalls a time an employee (literally) drove him right into a situation with a customer that still has him chuckling to this day.

A customer came in to pick up his vehicle; soon after, Ricci was called into the office. The customer was agitated, claiming he found some damage on the vehicle that wasn’t there when he brought it in.

“So, I see it and tell him that my guys are usually pretty honest and would tell me if they did something to the vehicle and that I really didn’t think it was us. Just as I’m in the middle of explaining this to the customer, one of my guys pulls the plow truck around and bumps it right into another vehicle awaiting repairs! What could I say to the customer after that? I just looked at him and said, ‘Ok, give me the keys.’”

As for the employee? Ricci says, “All I’ll say is, we had a little discussion.”

Long before his current role as executive director of AASP/ MA, Evangelos “Lucky” Papageorg ran a body shop at a Chrysler/ Plymouth dealer in Quincy. One day, he encountered a customer who had been in an accident.

Nothing shocking there, but how this consumer and the woman he collided with handled things at the scene was beyond surreal.

“The police said, ‘Okay, nobody’s been hurt. Just exchange your license and registration, and you’ll be all set,’” Papageorg says. “So, the gentleman from the accident shows up at my shop. He gives me a license and registration, and I start filling out the estimate.

I go out to look at what I thought would be a Cadillac, but it was a Toyota. I told him he brought me the wrong registration. He said, ‘Well, we just exchanged our licenses and registration like the officer told us to do.’ That’s literally what they did before parting ways. So, it wasn’t just one crash test dummy; it was two crash test dummies!”

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Doug Santa Cruz (Anderson Street Auto Body) recalls quite a mix-up that gave a customer and his wife a lot to laugh about.

The customer came in asking the shop to check the noise he heard coming from his vehicle.

After the car was on the lift and the source of the problem was found, the shop called him back.

Santa Cruz says the wife answered, and they gave two estimates – a repair option versus a replacement of a part – and she approved the cheaper repair.

“When he came to pick up the vehicle, he tells us he never received a call. Turns out we called the wrong phone number. Some lady in another state approved the job – the lesser of two options. When he got home to his wife, he explained to her that he has ‘another wife’ in another state. So, his wife says to him, ‘As long as she keeps the cost of car maintenance down, she is a keeper.’”

What is the Funniest Customer Experience You've Had?

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MASSACHUSETTS

New England Automotive Report

October 2021 23

[COVER] STORY

by Joel Gausten

Members React to Insurer Abuse and ADALB Inaction Conflicts between collision repair facilities and auto insurers are nothing new and happen everywhere, but they shouldn’t be anywhere near as bad as they are in Massachusetts.

For decades now, the state’s Auto Damage Appraiser Licensing Board (ADALB) has been in place to either award or revoke licenses for appraisers based on their technical knowledge and ability to follow comprehensive state regulations. In theory, the ADALB should be a rare jewel within the national automotive and insurance industries that actually provides a state-level mechanism for either side to address potential violations of the law. Unfortunately, years’ worth of coverage in New England Automotive Report indicates something vastly different and deeply frustrating. For many shops in the Commonwealth, the ADALB continues to fail to live up to its purpose to respond to filed complaints in regard to appraisal misbehavior.

Over the summer, AASP/MA launched a special 10-question online survey that asked members to share their experiences with some of the most common friction points with insurers. The results provided clear insight into the struggles impacting an industry constantly subject to the whims of an outside party. Of the 109 respondents thus far, 73 answered “often” to this question:

Do licensed appraisers representing the insurance company state they are not allowed to pay for paint and materials by “published manual or other documentation” as required in 212 CMR 2.0? (i.e., they say they will only pay dollars x hours.)

As another example of the trends uncovered through the survey, 88 respondents answered “seldom” to the following inquiry:

Do licensed appraisers representing the insurance company adhere to 26 October 2021

New England Automotive Report

the three business day requirement of CMR 212 2.0 for requested supplements?

What is a shop supposed to do when faced with dilemmas like these? Well, as it stands today, a complaint process is available through the ADALB. When it comes to attempting to utilize the Board to address shop-insurer disputes, few AASP/MA members have ever been as active as Don Dowling of Marblehead Collision.

As of this writing, the shop owner and AASP/MA affiliate director has filed roughly 40 complaints over the past year. In all cases, he was prompted to go this route after an insurer appraiser failed to negotiate with him for a proper repair.

“They really stopped following the regulations even more during the pandemic.”

Not surprisingly, a good portion of Dowling’s current complaints pertain to P&M-related issues and the carriers’ inability to stick to appropriate timelines in looking at vehicles and subsequently producing the appropriate paperwork. Additionally, he is pursuing ADALB action on situations where insurers insist on paying a set price on pre- and post-repair scanning regardless of the specific make and model being repaired.

“They change [the price] every time. They’re not even following their own supposed guidelines.”

This issue extends to sublet bills, which are often met with an insurer stating it will only dole out a predetermined amount as opposed to the exact figure paid by Dowling’s shop to the outside service provider.

“They just pick a number they want to pay even though we physically handed them the other company’s invoice marked ‘paid in full.’”

To make matters worse, Dowling reports that certain insurer

appraisers are flatly refusing to acknowledge the need for his facility to perform safety calibrations and other ADAS-related procedures.

He argues that this line in the sand goes against the following state regulation, which makes it clear that manufacturer- recommended/ required procedures should be used during vehicle repairs:

No appraiser shall modify any published manual (i.e., Motors, Mitchell or any automated appraisal system) without prior negotiation between the parties. Manufacturer warranty repair procedures, I-CAR, Tec Cor and paint manufacturer procedures may also apply.

(It should be noted that the ADALB voted in 2016 to revise a portion of this language to the following for added clarity as part of its proposed regulation changes submitted to the Division of Insurance:

Manufacturers’ recommended repair procedures, I-CAR, Tec Cor and paint manufacturer procedures shall apply. However, the selection of parts shall comply with 211 CMR 133.00 and 212 CMR 2.00.)

As of this writing, Dowling had not received a response from the ADALB in regard to when any of his complaints would be reviewed or heard. Meanwhile, relations between his business and certain insurers have devolved to the point where some jobs that were completed back in July were still sitting in his lot as of midAugust.

“We don’t know when we’re getting paid, so we can’t release [the vehicles].”

Dowling is certainly not alone in his frustration. Although he had yet to file a complaint with the ADALB at the time of his conversation with New England Automotive Report for this story, AASP/MA Affiliate Director Jeff White (North Andover Auto Body) stressed that this would soon change.

“There are things going on with insurers that are unacceptable.”

Some insurance companies’ refusal to properly negotiate with shops over paint and materials tops White’s list of grievances. Here’s a reminder of what current regulations actually state on the matter:

With respect to paint, paint materials, body materials and related materials, if the formula of dollars times hours is not accepted by a registered repair shop or licensed appraiser, then a published manual or other documentation shall be used unless otherwise negotiated between the parties.

Unfortunately, White reveals that insurers’ adherence to these words is virtually nonexistent in the real world, with many carriers simply stating they will pay a set figure without presenting any form of legitimate documentation to back up this dollar amount. In some cases, insurance appraisers have gone so far as to give signed field notes stating they would not provide it to justify what they’re willing to pay.

“I can’t tell anybody, from one car to the next, what it’s going to cost in materials to paint a car. I can’t arbitrarily pull a number out of thin air, but insurance appraisers are doing exactly that when they come in here. My argument to all of them is, ‘You can tell me it costs whatever per paint hour provided you can prove it to me through some sort of documentation. Once you show me how you came to that number, then we can actually negotiate.’ Some

appraisers have suggested I’m not willing to negotiate. That’s not really the case; I’m just not willing to negotiate with somebody who doesn’t have an education behind them to tell me where their numbers are coming from.”

Naturally, this level of push and pull has left several insureds under-indemnified.

“What they’re really doing is hurting the consumer,” White observes. “I inform my customers before we take the jobs, ‘You may have to pay for additional paint and materials if your appraiser isn’t willing to follow the law.’ The insurers are really hurting them, not me. It really gets under my skin when an appraiser has no concern for how their failure to do their job properly does that to a consumer.”

Consumers are also negatively impacted when an insurance appraiser fails to respond to a shop’s supplement within a reasonable timeframe. Despite the fact that White sometimes gives a carrier up to five days as a courtesy, he has seen supplements go unanswered for as many as 19. He feels this is another issue worthy of the ADALB’s attention.

Of course, getting the ADALB to actually act on these and other matters is another story. After years of receiving frustrated feedback from members dissatisfied with this Board’s lack of action and regulatory oversight, AASP/MA is currently promoting critical legislation designed to finally change this for the better.

Filed by Representative Tackey Chan of Quincy, House Bill 327 aims to move the ADALB from the Division of Insurance to the Division of Professional Licensure (DPL). It also seeks to expand the size of the ADALB to include two consumer advocates, one appointed from the Attorney General’s Office and the other from a consumer advocacy group, and replace the current Board chairman, appointed by the Massachusetts Commissioner of Insurance, with one appointed by the Commissioner of the Division of Professional Licensure. Additionally, it will set term limits for all ADALB members. White is supportive of the association’s efforts to hold the Board more accountable in enforcing Massachusetts regulations that benefit appraisers and the motoring public.

“Right now, with the conditions we face with the ADALB, it feels like they’re not taking this stuff as seriously as they should. We need to move the ADALB to the DPL to get an unbiased licensing board to oversee some of these complaints.”

Although no one in the state’s collision repair industry would disagree that the current ADALB is deeply flawed, the fact remains that it currently stands as the only avenue (short of pursuing legal options) that shops have to address appraiser misconduct. While this opportunity has recently resulted in a little more than a pile of unread complaints, these documents represent a paper trail of the auto body field’s attempt to utilize the system as it currently stands.

Most significantly, every neglected ADALB complaint represents another reason why House Bill 327 needs to pass.

As White says, “At some point, one of these complaints has to stick or they’re proving our case for us that the Board needs to be moved. What we tolerate sets the bar in this business. The more we tolerate, the more we get stepped on.”

AASP/MA members and all licensed auto body shop appraisers are strongly urged to take the two-minute CMR Violation Survey at bit.ly/CMRviolationsurvey if they haven’t already done so.

PROTECTING CONSUMERS AND THE COLLISION INDUSTRY

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New England Automotive Report

October 2021 27

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

Repairer Beware:

Is There Coverage for That Loss?

I got a call a couple of weeks ago from a guy who was in deep trouble with his sister. He had borrowed her car, and while he was cruising down the street minding his own business, some distracted driver ran a stop sign and T-boned the car. The sister’s husband had not paid attention when telling their insurance agent what coverages they wanted for the car and had neglected to purchase collision coverage, so there was no first-party coverage. It should not have mattered though, since the other driver was fully at fault and their insurer admitted to liability.

The other car had the mandatory Massachusetts third-party property damage insurance coverage. The problem, however, was that there was about $13,000 worth of damage to the sister’s car, but the other driver carried only the statutory $5,000 minimum required coverage. Even though it was her husband who had neglected to buy collision coverage, and even though the brother had been driving carefully, the sister was blaming her brother for the problem and was looking to him to make up the $8,000 shortfall needed to pay for repairs.

In this particular case, the sister’s repair shop was told by the insurer what the third-party limits were before repairs began, so the shop did not get stuck. Many times over the years, however, I have received frantic calls from repair shops that have finished repairs or have partially finished repairs, only to find out too late that there would not be enough coverage on a third-party claim.

This is only one example of a situation in which an insurer may not pay a claim or may only pay part of a claim. If you are in the collision repair business, always be aware of those situations in which an insurer could deny or partly deny a claim, AND FOR EVERY INSURANCE- COVERED REPAIR, DETERMINE WHETHER AN INSURER IS GOING TO DENY A CLAIM OR PAY ONLY PART OF A CLAIM BEFORE YOU START REPAIRS! Ask the insurer directly and do it in writing – then make sure that you get an answer in writing. A good practice is to get your customer to sign a release that specifically authorizes the insurer to disclose the information to you and then email or fax that form to the insurer with your request for the information.

There are many situations in which an insurer may try to deny a claim or try to pay only part of a claim. The following are only some of them, but are among those you should know of – including when an insurer may be wrong in trying to avoid paying: 30 October 2021

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(1) The claimant owes money to the Massachusetts Department of Revenue (DOR). Many people are unaware of it, but there are three Massachusetts statutes that mandate that insurers notify the DOR before paying a liability insurance or life insurance claim of more than $500. And if the DOR has a lien against the claimant for back child support, government benefits paid (e.g., Medicaid payments) or back taxes, then the DOR has the right to intercept those payments and the insurer is then required to pay whatever is due directly to the DOR and not to the claimant.

There are two major limitations on these DOR intercepts, however, and it is important that repair shops know of these limitations. First, for auto repair claims, the statutes apply only to third-party property damage claims and not to first party collision or comprehensive claims.

Second, the statutes specifically exempt payments made on behalf of a claimant to third parties who have provided or have agreed to provide benefits or services related to the claim. By regulation, this includes payments to collision repair shops who are repairing a claimant’s car. So, a repair shop should be protected, but only if the payment is being made directly to the shop and is not being made to the claimant themselves. (The exemption also applies to hospitals and doctors providing medical treatment to personal injury claimants and to attorneys representing claimants in making insurance covered claims.)

Believe it or not, as has been reported to me recently, some insurers’ claims personnel apparently do not know of the repair shop exemption and erroneously have made claim payments to the DOR instead of to a claimant’s repair shop. Be careful!

(2) An insurer will not pay a first-party collision claim if the operator of the vehicle at the time of the collision was a member of the insured’s household who was not listed on the insurance policy.

Despite the apparent broad wording of this clause in the standard Massachusetts private passenger auto policy, there are actually major exceptions in which the insurer still must pay. In particular, the clause applies only if there would have been an additional premium due because the unlisted operator was an inexperienced driver or the operator would have been assigned more merit rating points than those persons who are listed on the policy.

Additionally, the clause applies only to household members.

If the vehicle is being operated by an occasional driver who is continued on pg. 34

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[LEGAL] PERSPECTIVE continued from pg. 30 not a household member, then it does not matter if the driver is inexperienced or how bad their driving record is.

(3) Under the Massachusetts private passenger auto policy, insurers will not pay on a first- or third-party claim if the vehicle was being used, or was available for use, for hire. This applies to vehicles used as delivery vehicles as well as those being used by Uber and Lyft drivers, even if they are just waiting for a fare pickup. The clause does not apply to carpools where the riders just share the expenses.

It also does not apply to cars being used for volunteer transportation services under the direction of charitable organizations.

(4) An insurer will not pay a first-party collision or comprehensive claim for damage intentionally caused by the insured, or by a member of the insured’s household or by anyone else using the vehicle with the insured’s consent. This one seems pretty obvious, but it isn’t always.

What constitutes “intentionally caused” damage? Gross negligence or recklessness is not enough – it must be intentional.

This clause of the standard insurance policy is sometimes problematical, because insurers often do not determine that damage was intentionally caused until an extensive investigation has been completed. This is especially dangerous for repair shops, which may not know that an investigation has begun and only find out after repairs have been completed. And unfortunately, sometimes an insurer makes an erroneous determination of responsibility

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for damage, leaving a damaged car in unrepaired condition for a lengthy period of time.

Notably, the exclusion from coverage does not apply if the vehicle was being used without the insured’s consent. So, if a vehicle is stolen and the thief intentionally plows into a brick wall, then an insurer will pay for damage to that vehicle under the vehicle’s collision coverage.

(5) An insurer will not pay for damage to certain specialty equipment. In particular, insurers will not pay a first-party claim for damage to certain audio, video, navigation or other electronic equipment, unless the equipment is permanently installed in the vehicle. Further, an insurer will only pay up to $1,000 for such equipment, even if it is permanently installed, unless it is installed in a location used by the vehicle’s manufacturer – that is, unless it was an OEM installation.

Insurers also will not pay for damage to custom furnishings or equipment installed in a pick-up, van or any similar vehicle. This includes “special carpeting and insulation, furniture, bars, television receivers, facilities for cooking and sleeping, height-extending roofs, custom murals, paintings or other decals or graphics.”

Also excluded from coverage is damage to equipment designed for the detection or avoidance of any law enforcement speedmeasuring device, i.e., radar detectors. continued on pg. 36

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October 2021 35

[LEGAL] PERSPECTIVE continued from pg. 34 (6) An insurer will not pay for damage incurred in an accident while the insured vehicle was being used in a race, nor will they pay if the car was damaged while being used in a demolition contest or while “stunting.” This exclusion applies to first- and third-party claims.

(7) An insurer will not pay on a first- or a third-party claim while the insured vehicle is being used by someone in their business of selling, servicing, repairing or parking cars. So, if a collision repairer smashes into a pole while driving their customer’s car, the customer’s insurer will not pay for damage to either the car or to the pole. Instead, the shop’s garage keeper’s liability insurance policy will cover the loss, but it’s subject to whatever their deductible is and whatever other limitations there may be in their policy.

(8) An insurer will not pay a third-party property damage claim if the operator causing the accident did not have the consent of that vehicle’s owner to use the vehicle. So, if your car is stolen and is involved in an accident, then your insurer will pay for the damage to your car (as noted earlier) but will not pay for damage to the other car. The reason for this is that neither the insured nor anyone using their car with their consent engaged in any negligent conduct that caused the accident. The insured is not at fault, so their insurer will not pay a third party.

(9) An insurer will not pay a third-party property damage claim for damage to another car or other property owned or rented by the insured or by the operator of the vehicle. The insurer will, however, pay for damage to your home or garage. So, if you negligently crash into another car you own, your insurer will not pay under your property damage coverage for damage to that other car; but they will pay under collision damage coverage if you have it for that other car.

On the other hand, if you back out of your garage and forget to first raise the garage door, then your insurer will pay for damage to that garage door.

(10) An insurer will pay the full amount of a third-party property damage claim only if their insured was 100 percent responsible for the loss. Under property damage coverage, the insurer is required to pay the amount that a court would award to the third-party claimant

It is important that you know – before starting repairs – whether an insurer is going to pay the full cost of repairs. whose car was damaged due to the negligence of their insured.

Under Massachusetts law, no amount would be awarded unless the company’s insured is more than 50 percent at fault. And after the 50 percent threshold is reached, the amount awarded would be based on the comparative negligence of the parties. So, if a third-party claimant is himself 25 percent at fault, then he would be entitled to be awarded only 75 percent of his damages. Because of this, be particularly cautious when dealing with a third-party insurer.

Conclusion If you are in the collision repair business, you want to make sure that you are going to get paid for your work. And you do not want to depend on chasing your customer or trying to enforce your garage keeper’s lien on their car if your customer’s insurer or a thirdparty insurer does not cover the cost of repair. It is important that you know – before starting repairs – whether an insurer is going to pay the full cost of repairs. You usually have the ability to find out what coverage there is, and it is in your and your customer’s best interest to find out. So, do it!

PROTECTING CONSUMERS AND THE COLLISION INDUSTRY

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

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[NEWS FROM] GRECO PUBLISHING

EXECUTIVE DIRECTOR’S MESSAGE continued from pg. 8 the sidelines.) Take both of these very important surveys. It’ll only take a few moments. The results are potentially far-reaching. We will be presenting them to our legislators, showing them the hard facts about the issues facing our industry here in Massachusetts. Imagine the impact of hundreds of responses that show an equitable labor reimbursement rate that far exceeds the currently suppressed rate.

Imagine the documentation we will have regarding the violations we face on a daily basis at the hands of licensed insurance auto damage appraisers if every licensed shop appraiser took the survey.

What is great is that you do not have to imagine. TAKE BOTH SURVEYS NOW! Let’s break the chain that keeps us going in circles like the circus elephant suffering from “learned helplessness”! YOU can make the difference!

WOULDN’T THAT BE GREAT!

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MASSACHUSETTS

AASP/MA EXECUTIVE DIRECTOR EVANGELOS “LUCKY” PAPAGEORG can be reached at (617) 574-0741 or lucky@aaspma.org.

Thomas Greco Publishing Names Chasidy Rae Sisk as Managing Editor Thomas Greco Publishing Inc. (TGP) is proud to announce that Chasidy Rae Sisk has joined its publishing team in the role of managing editor.

Sisk brings nearly 15 years of professional writing and editing experience to her new position. For the past decade, she has written almost exclusively for the automotive and collision repair industries, producing content and materials for various magazines, organizations, websites and trade associations. Sisk’s articles have been printed in multiple industry publications, including BodyShop Business, AutoInc., Fixed Ops Magazine and Autobody News.

“We are absolutely thrilled to have Chasidy coming on board,” TGP President Thomas Greco says. “She is one of only a handful of people who have the talent, experience and knowledge of writing and managing collision repair trade publications. We feel we have set a high standard over the last three decades, and we are certain Chasidy will help us maintain that.”

As managing editor, Sisk will assist in overseeing editorial operations for the production of the monthly print and digital magazines. She will manage the team of reporters and coordinate with the sales and marketing teams at TGP. Sisk possesses a B.A. in English from the University of Delaware. She is also an active member of the Women’s Industry Network (WIN).

Sisk is “excited to continue learning about and writing for this exciting industry. I fell in love with writing about automotive and collision during my first interview in 2011, and I’m looking forward to seeing everybody in person at upcoming events. I’m honored to have the opportunity to join the TGP family.”

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781-762-9210 800-559-9210 E-MAIL:

bchwholesale@boch.com

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

Get it right

from the source.

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

When you need fascias, grilles, headlamps, wheels or any other Ford Motor Company Ge uine 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

Sarat Ford Lincoln Mercury

Quirk Auto Dealers

6 Uxbridge Road

245 Springfield Street

115 E. Howard St.

Mendon, MA 01756

Agawam, MA 01001

Quincy, MA 02169

Toll Free Parts: 877-272-0332

413-786-0430

Toll Free: 877-707-8475

Toll Free Fax: 877-800-6316

Fax: 413-789-3715

Call us for your wholesale parts needs

www.saratford.com

Balise Ford of Cape Cod 90 High School Rd. Ext. Hyannis, MA 02601 TOLL FREE: 800-992-6220 FAX: 800-254-3544 wparts@baliseauto.com www.BaliseWholesaleParts.com

© 2019, Ford Motor Company

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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: 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

New England Automotive Report

October 2021 43

BEST CHEVROLET_NEAR0320.qxp_Layout 1 2/12/20 12:02 PM Page 1

45,000 sq. ft. warehouse with over 35,000 parts, ready for delivery.

Genuine GM Wholesale Parts at competitive aftermarket prices including a complete line of Saturn parts now in stock 10 delivery trucks, ready to bring you the parts you need fast and easy.

All free delivery in Metro Boston, Cape Cod, throughout Massachusetts and Rhode Island.

75 years of experience, making us ready to fill any type of order, large or small.

Best Chevrolet

128 Derby St., Hingham, MA 02043

Toll Free 800.932.7900 781.749.3354 | Fax 781.749.7804

THE RIGHT PARTS AT THE RIGHT TIME!

Join CollisionLINK at: www.oeconnection.com/cl SUSTAINING 1% SPONSOR

PROTECTING CONSUMERS AND THE COLLISION INDUSTRY

MASSACHUSETTS

245 Springfield Street, Agawam, MA Monday-Wednesday 7am - 6pm; Thursday 7am - 8pm; Friday 7am - 5pm; Saturday 8am - 4pm

ON-LINE PARTS CATALOG www.fordparts.com/saratflm jloomis@saratford.com

Free 24-Hour Delivery

Monthly Customer Raffle!

(800) 914-3802

Local (413) 786-4474 Fax your order to: (413) 789-3715

SARAT FORD, WHERE CUSTOMERS BECOME FRIENDS! 44 October 2021

New England Automotive Report

New England Automotive Report

October 2021 45

Wheel Collision Center Excellence in Wheel Sales and Repair

Patent assures 100% WHEEL INTEGRITY

ADVERTISERS’ INDEX Accudraft Paint Booths............................. OBC Albert Kemperle............................................15 Audi Group...................................................29

From $77/wheel

Tested Process

Best Chevrolet...............................................44

Superior Workmanship

Warranty!

Boch Chevrolet..............................................36

Sales/Exchange

BMW Group.................................................40

Guaranteed Lifetime

Boch Hyundai...............................................42

NEW 2021

ONLINE OEM WHEEL CATALOG Stocking THOUSANDS of refinished wheels!

Collision Tools Inc.........................................17 Colonial Auto Group.......................................2 Crown Collision Solutions.............................12 Empire Auto Parts.........................................46 Ford Group...................................................43 Genesis of Norwood......................................36 Grieco Toyota................................................18

7286 Penn Drive, Bath, PA 18014

Honda Group................................................35

www.wheelcollision.com

Hyundai Group.............................................43

1.800.292.RIMS (7467)

EMPIRE AUTO PARTS

Spend more time running your business and less time worrying about your parts.

www.empireap.com

Ira Subaru......................................................12 Ira Toyota of Danvers....................................11 Kelly Automotive Group............................ IBC Kia Group.....................................................42 Linder’s, Inc. .................................................37 Lombard Equipment.......................................7 Long Automotive Group...............................41 Mazda Group................................................18 McGovern Chrysler Jeep Dodge Ram �����������37 Mopar Group................................................39

Lamps

Bumper Covers

Radiators

Hoods & Fenders

Nissan Group..................................................9 Pro Spot.........................................................19 Quirk Wholesale Parts.....................................4 Reliable Automotive Equipment...............24-25 Sarat Ford Lincoln.........................................44

Door Mirrors

Steel Bumpers

Cooling Fans

Grilles & Bezels

MA DISTRIBUTION CENTER

888.366.5155 Serving ME, MA, NH, RI, VT

Parts Accuracy Friendly Sales Team

Quality Assurance Fast, Free Delivery

Spanesi..........................................................32 Subaru Group................................................28 Toyota Group................................................45 USI North America.......................................31 Valspar Refinish...............................................3 Volvo Group..................................................43 VW Group....................................................33 Wagner Motors..............................................23 Wheel Collision Center.................................46

46 October 2021

New England Automotive Report

48 October 2021

New England Automotive Report