New England Automotive Report January 2015

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AUT M TIVE Serving The new englAnd ColliSion And MeChAniCAl repAir indUSTry MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

January 2015 U.S.A. $5.95

www.grecopublishing.com

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CONTENTS

January 2015 • Volume 13, No. 1

DEPARTMENTS INDUSTRY UPDATE 7 | Did the ADALB Violate the Open Meeting Law?

VICE PRESIDENT’S MESSAGE 8 | Exploring Avenues to Fair Compensation

by Adam Ioakim MARK MY WORDS 16 | “Mighty Fine Injection”

by Mark Giammalvo LEGAL PERSPECTIVE 18 | The Perfect DIY Labor Rate Lawsuit (Part Two)

by James A. Castleman, Esq. STUDENTS OF THE MONTH 24 | Cesar Lebron and Jaleesa Molina

by Jacquelyn Bauman VENDOR SPOTLIGHT 27 | Expansion Through Excellence: BMW of Warwick Wows Massachusetts Shops

by Joel Gausten

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FEATURES

by Joel Gausten

32 | CUSTOM KINGS: INSIDE FACTORY COLLISION & RESTORATION

40 | NEW YEAR, NEW GOALS: A CONVERSATION WITH AASP/MA PRESIDENT MOLLY BRODEUR

36 | MEET THE BOARD: RAY BELSITO, JR. THE LIST 52 | My Most Memorable Repair Job Was...

44 | DANGER FROM JAPAN: INSIDE THE TAKATA AIRBAG RECALL

ALSO THIS ISSUE 10 | A MESSAGE FROM THE EXECUTIVE DIRECTOR 11 | AASP/MA 2015 SPONSORSHIP OPPORTUNITIES 14 | AASP/MA SUSTAINING SPONSORS 17 | FOR SALE: 1476 PURCHASE ST., NEW BEDFORD, MA

48 | NORTHEAST® SPOTLIGHT 57 | AASP/MA MEMBERSHIP APPLICATION 58 | INDEX OF ADVERTISERS New England Automotive Report

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INDUSTRY UPDATE N

did The AdAlB violATe The open MeeTing lAw? wATCh The video To Find oUT As you may be aware, the ADALB hosted their first meeting in two months on December 3. All Board members were in attendance for this meeting, including Board counsel Michael Powers. Following their call to order at 9:37am, Board Member Tom McClements, Jr. addressed a couple of issues he had with the minutes from the last meeting on September 23. One of the major issues McClements discussed was…

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AUT M TIVE STAFF PUBLISHER

Thomas Greco (thomas@grecopublishing.com)

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Jacquelyn Bauman (jacquelyn@grecopublishing.com)

Joel Gausten (tgpjoel@verizon.net)

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ART DIRECTOR

EDITOR

MANAGING EDITOR

PRODUCTION

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

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 © 2014 by Thomas Greco Publishing, Inc. Images courtesy of www.thinkstockphoto.com/ThinkStock Photos.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

AASP/MA EXECUTIVE COMMITTEE PRESIDENT Molly Brodeur VICE PRESIDENT Adam Ioakim SECRETARY Gary Cloutier TREASURER Kevin Gallerani IMMEDIATE PAST PRESIDENT Paul Hendricks

AASP/MA STATEWIDE DIRECTORS COLLISION DIRECTOR Rick Starbard

AASP/MA CHAPTER DIRECTORS NORTHEAST CHAPTER DIRECTORS Alex Falzone Kevin Kyes SOUTHEAST CHAPTER DIRECTORS Michael Penacho Darlene Andrade MIDSTATE CHAPTER DIRECTORS Tom Ricci Ray Belsito WESTERN CHAPTER DIRECTOR Peter Langone

To find out what occurred at last month’s ADALB meeting, log on to our website at www.aaspma.org and access your profile on our Member’s Only section, which has exclusive ADALB content provided to you by your association at NO cost. If you are not a current member of AASP/MA, please consider joining TODAY. We have many great products and services to offer you and your business. Join today and start “building the success of the auto repair industry.”

AASP/MA EXECUTIVE DIRECTOR

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

WWW.AASPMA.ORG

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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VICE PRESIDENT’S MESSAGE

eXploring AvenUeS To FAir CoMpenSATion It is my pleasure to be addressing our readers for the very first time as AASP/MA vice president. For those of you who don’t know me, my name is Adam Ioakim; I’m the co-owner of Hogan & Van Auto Body in Medford, together with my brother, George. I’ve served on the AASP/MA Board of Directors as both an officer and as collision director, and I look forward to continuing to further the goals of the industry in this new role as vice president.

Since I joined the Board in 2008 and for years prior, through my involvement in the shop - a main issue

8 January 2015

we’ve had to deal with in the collision repair industry has been our need to be properly compensated for what we do. Regardless of a shop’s business model, our true contract is with the customer. It is our charge as repairers to fix the vehicle in a safe and proper manner and restore it to factory specifications. Unfortunately, it’s sometimes like pulling teeth to simply be paid for the processes, parts or procedures that go into properly restoring a car.

In my capacity on the Executive Board for AASP/MA, one of my goals moving forward will be continuing our work on getting the industry to

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finally see a proper method of being compensated fairly. Whether that ultimately occurs through legislation or with assistance from the Attorney General, the ADALB or another group remains to be seen, but we will be exploring all avenues available to our members and the industry as a whole.

Maybe one day, the collision repair industry will adopt some of the billing methods currently seen in the legal field. Attorneys, for example, are paid for all billable hours and materials associated with a specific job.

Perhaps we’ll eventually adopt a final invoice method versus our current

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“estimate” method. I’m not sure what the answer is just yet, but what I do know is that we as repairers should be focusing on whatever it takes to get our customers back on the roads in a safe and proper manner, not worrying about whether or not we’ll be compensated for the work we’re performing. If you’d like to join in our cause, please contact AASP/MA. Until then, I look forward to serving our membership, fostering progress in our workforce and hopefully helping to make the industry a better place for all of us.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

Adam Ioakim is the co-owner of Hogan & Van Auto Body in Medford, MA. He can be reached at (781) 436-0366 or adam@hogan andvan.com.

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A MESSAGE FROM THE EXECUTIVE DIRECTOR

hAppy new yeAr, MeMBerS!

We have much to look forward to in the coming year. As you are aware, voters elected several new positions in November, including governor and lieutenant governor, attorney general and legislative leaders. These individuals will take office this month. The legislature will also begin a new legislative session on January 16, and with that, will create significant opportunity for change.

At the time of this writing, the governor-elect, Charlie Baker, has already begun to put together his team for the corner office. However, many of the positions will not be filled until after the first of the year. As our new leaders take office, AASP/MA and its leadership will work on our members’ behalf to secure existing relationships and create new partnerships with government and legislative leaders. We encourage any member who has a prior relationship with someone in these offices to please contact the association. These relationships can help us in our efforts.

AASP/MA enters this legislative session with a renewed vigor and fresh legislative strategy.

Our legislative

committee, led by our new chair, Peter Langone, is working to finalize language with our legislative team at Lynch Associates. Each session, about 8,000 bills are filled. Through no small effort by Lynch Associates and their staff, a list of tracked matters will be presented to our committee. AASP/ MA typically tracks over 100 bills on behalf of our members. Some of the bills we are in favor of and some of them we must defend against, because sometimes a good offense is a great defense. Our members should feel confident with the level of commitment our leadership has and our willingness to pursue remedies that protect our industry.

Additionally, AASP/MA has continued work with the ADALB and DOI on changes to their regulations (212 CMR). A listening session has been tentatively scheduled for February 24. Our legislative committee is working to prepare testimony. The Commonwealth Automobile Reinsurers will also be looking at their Performance Standards this year, as they do every two years.

You may recall we

were able to get an interim change to the Standards last year. I look forward to reporting results back to our members over this coming year.

Our mission remains to “build the success of the auto repair industry.”

We continue to seek opportunities for change and remain focused on matters that remain unresolved. Thank you to all current members who have supported our mission. I appreciate your continued participation. For those of you who are not members, please join today. Start the New Year off right and become a part of the conversation shaping the industry.

Sincerely,

Jillian Zywien Executive Director

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

AASP/MA Executive Director Jillian Zywien has been a senior account executive at Lynch Associates for over six years. She can be reached at (617) 574-0741 or via email at jzywien@aaspma.org.

Our mission remains to “build the success of the auto repair industry.”

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AASP/MA 2015 SPONSORSHIP OPPORTUNITIES

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

$3,500

Banner with logo on the AASP/MA website 1/4 page ad in Damage Report ($1,500.00 value) Link to your website from the AASP/MA website ($25.00 value) Promotional listing in Damage Report (monthly newsletter) Vendor Spotlight in Damage Report AASP/MA Logo use in advertising Listing at all AASP/MA events Promotional article in New England Automotive Report (NEAR) Featured article on website Speaking opportunity during one Statewide meeting to introduce your company Marketing materials distributed at one Statewide meeting Annual dues (up to $395) Discounted advertising rates in New England Automotive Report (NEAR)

Platinum Sponsor

Prominent listing on AASP/MA website Business Card ad in Damage Report ($600.00 value) Link to your website from the AASP/MA website ($25.00 value) Promotional listing in Damage Report (monthly newsletter) Vendor Spotlight in Damage Report AASP/MA Logo use in advertising Listing at all AASP/MA events Promotional article in New England Automotive Report (NEAR) Discounted advertising rates in New England Automotive Report (NEAR)

$2,500.00 Gold Sponsor

Logo on AASP/MA website Link to your website from the AASP/MA website ($25.00 value) Promotional listing in Damage Report (monthly newsletter) AASP/MA Logo use in advertising Discounted advertising rates in New England Automotive Report (NEAR)

$1,500.00 Silver Sponsor

$750.00

Listed on AASP/MA website Sponsor list Promotional listing in Damage Report (monthly newsletter) AASP/MA Logo use in advertising Discounted advertising rates in New England Automotive Report (NEAR)

Bronze Sponsor

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

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AASP/MA ASKS YOU TO PLEASE SUPPORT OUR SPONSORS!

AASP/MA NEWSLETTER SPONSOR

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

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MARK MY WORDS by Mark giammalvo

“MighTy Fine inJeCTion!”

A while back, I penned an article here regarding how important it is to make sure that you know the details of the items you are selling. In that article, I spoke about an aftermarket company that offered special “high theft labels” to mark the body panels on cars to deter theft. The problem arose when I called the phone number on the decal for an inquiry and I discovered that no one at the company could answer any of my questions about the product. Well, a similar thing has happened again to yours truly, this time regarding household fiberglass insulation.

But first, please allow me to step back a moment to a similar, lack-ofproduct-training incident that occurred back in the 1980s. I can remember my older brother (a GM executive working in the Southern states) complaining about a salesperson at a Buick dealership that he visited who was not properly trained on the vehicles he was selling. At that time, Multi-port Fuel Injection (MFI) was new for GM and was being promoted strongly through new car brochures, as well as by vehicle fender badging. Evidently, my brother had been listening to this salesperson speaking with a customer in the showroom. The customer had observed the “MFI” fender emblem and was asking what it referred to. To my brother’s horror, the salesmen replied: “Ahh, that’s… Mighty Fine Injection.”

I don’t think there are many things that irk me more than lack of product training. In my most recent case, I was shopping for fiberglass insulation. I had decided to attempt to insulate my outdoor shed to save on heating costs.

After some research on several websites, including Lowes and Home Depot, I learned that household 16 January 2015

I don’t think there are many things that irk me more than lack of product training.

fiberglass insulation is sold in both bulk rolls and in packages of precut, 93-inch flat lengths called batts.

The problem I now found was that no one had the size insulation I needed in stock in either rolls or batts.

My shed is 2x4 construction, which meant that I was going to need insulation that is 3.5 inches thick. The problem I found was that my studs were 24 inches on center, not 16. This meant that I would need 3.5-inch insulation that was 23 inches wide, the width of the stud bays (the area between the studs). After checking the two aforementioned big box stores, as well as a myriad of local lumber yards, I found that all the 23-inch wide insulation was made for 2x6 construction, as it was 6.25 inches thick. If I were to use this thicker insulation, it would be squeezed flat into the stud bays when I covered it with the sheetrock or plywood. The problem with squeezed or

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compressed insulation is that it lowers the ‘R’ value, increasing potential heating costs.

I noticed on the Home Depot website that they sold Owens Corning insulation that was 3.5 inches thick and 23 inches wide. This insulation was sold in batts and was labeled “Owens Corning BF11 R-13 2x4 Wall & Cellar insulation, product code #615505.”

Great; where can I get it? The Home Depot website stated that this item was not available online and that it had to be purchased in the store.

When I placed my zip code on the in-store search page, I found that the closest stores that had this insulation in stock were in New Hampshire and Vermont.

I decided to go to my local Home Depot store to inquire further. First, the customer service desk sent me to the contractor desk. I then showed an employee at the desk my printout of this insulation on their website. The employee told me that this was a special order item, but that their store was in a zone that could not order it. (Oh crap, I must be in the forbidden zone!)

The store employee suggested that I call corporate assistance, which I did from my cell phone while still at the store. The person at corporate asked me for my zip code and I willingly gave it. They replied that this item was not available in that zip code and asked if I wanted to give another zip code. My response was, “Well, what zip code would you like me to give?

Better yet, what zip code do I need to give in order to get this item?”

Now back home, I decided to call the Owens Corning (OC) customer assistance number. My thought was, They must know where I can get some; they’re the manufacturer. I explained to them my dilemma and also inquired

continued on pg. 55

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LEGAL PERSPECTIVE

The perFeCT diy lABor rATe lAwSUiT

by James A. Castleman, Esq.

part Two

Last month, I outlined the first half of my system for the perfect DIY Labor Rate lawsuit. Basically, you get your customer’s assignment of their rights, choose a rate that some insurers may be paying and limit your claim to only the Labor Rate. The following is the last set of steps for this process. (To view the first seven steps of the process, visit www.grecopublishing.com to access the December 2014 issue of neAr.) eighTh: When the insurer doesn’t pay your Labor Rate, send them a 30-day demand under Massachusetts General Law (M.G.L.), chapter 93A. A sample demand letter (as well as instructions on how to properly write the letter) is on the “Members Only” portion of the AASP/MA website. Send the letter by certified mail, return receipt requested, and hold on to the return receipt when you get it back.

If you are suing on a first-party claim, note in the demand letter that you are making claim under your customer’s contract of insurance with the insurer. Write that you are making a demand under the part of the insurance policy that says that they agree to pay for any damage caused by a collision. (Or, if it is a comprehensive claim, that they agree to pay for any damage caused by an occasion other than a collision.) If you are suing on a thirdparty claim, write that you are making the claim under the provision of their insurance policy that says that they will pay for damage to someone else’s property when caused by their insured.

In the letter, make sure that you specifically allege that the insurer has also violated M.G.L. chapter 176D, section 9(3) - the “Unfair Claims Settlement Practices Act,” because the insurer has “failed to effectuate a prompt, fair and equitable settlement of the claim.”

AND HERE IS WHAT SHOULD ALSO BE A KEY ELEMENT OF YOUR LETTER: If it is true (which it probably is), specifically allege: “You are refusing to pay our Labor Rate, a rate that is reasonable in the marketplace and a rate that is paid by other insurers in our geographic area.

Rather, you are unfairly offering to pay only what you, as a large insurance company handling many auto damage claims, are able to bargain for with your referral repair shops, who presumably wish to continue receiving referrals in exchange for agreeing to your rate.”

Note that you are much better off if your customer is 18 January 2015 New England Automotive Report

an individual whose vehicle is insured under a Massachusetts private passenger auto policy, rather than a business that has a commercial vehicle policy. It is considerably more difficult to win a chapter 93A claim if you are making the claim on behalf of a business; in fact, it is governed by a completely different section of the Consumer Protection Act. Therefore, it would be wise to limit the claims that you are going to sue on to those that are for consumers, rather than for businesses.

The chapter 93A demand letter is a critical part of the process being described in this article. Make sure that you correctly prepare it, and make sure that it is accurate. The demand gives the insurer a much higher risk of loss, since they will have to pay double or triple damages if a Court determines that they engaged in unfair or deceptive practices, and they will be required to pay your legal fees if you are forced into hiring an attorney at some point during the process. ninTh: Wait 30 days from the date that the insurer received your demand letter. Under the law, the insurer has 30 days in which to make a “reasonable offer of settlement.” If they do actually pay your chosen rate in response to your demand, then you have won. If they do not agree to your rate, go on to the next step.

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TenTh: Bring a small claims case against the insurer. Go to your local District Court and pick up a blank “Small Claims Statement.” Fill it out with all of the information that it requires. In the statement section, allege: “The plaintiff is bringing suit on behalf of its customer, who has assigned their rights to us. The defendant has breached its contract of insurance by failing to pay our reasonable Labor Rate as part of its claims settlement. We are also seeking triple damages under M.G.L., chapter 93A.” In the damages section, put in the amount that the insurer has refused to pay, limiting it to the Labor Rate difference. Do not add in the triple damages. However, you can insert a statement that you are seeking punitive damages under chapter 93A. File the statement with the Court and pay the filing fee - which is relatively small. elevenTh: Get ready for trial, and be prepared when you get to Court. Have all of your ducks in a row. Make sure that you have copies of your repair order and your appraisals showing your Labor Rate and that it was agreed upon by your customer. Make sure that you have your Assignment of Rights form, giving you the right to sue on behalf of your customer. Make sure that you have your chart of Labor Rates charged by other shops in your area. Make sure that you can prove that one or more other insurers have paid your Labor Rate. Make sure that you have a copy

of your chapter 93A demand letter and the signed return receipt.

ALSO, get a copy of a legal decision that was issued by the Massachusetts Appeals Court, Northern Security Insurance Company, Inc. v. R.H. Realty Trust, 78 Mass.App.Ct. 691(2010), and be prepared to present it to the Clerk/Magistrate who will hear your matter. That case says that an insurer that is required to pay someone’s legal fees must pay market rate fees, not just what they were able to bargain for with their “panel” (i.e., referral) attorneys. The facts of that case and its holding are remarkably similar to your Labor Rate lawsuit. Hopefully, it will have a profound impact on the person hearing your case. You should be able to find a copy of the case online. If you cannot, send me an email and I will send you back a copy.

When you present your claim in Court, it will be an informal proceeding. Try to be calm, and try to understand that the Clerk/Magistrate does not know anything about the collision repair business. Make your plea short and sweet: You charge a particular Labor Rate. Your customer agreed to that rate. The rate is justified by the experience of your shop and the quality of the work that you produce.

The rate is within a range charged by other shops in your area. Other insurers pay that rate, and at least one insurer pays that rate on all of their claims to all shops. The insurer that you are suing knows all of this, but unreasonably

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LEGAL PERSPECTIVE

refuses to pay you your rate. You sent a demand letter, and have proof of receipt. No reasonable offer of settlement was made by the insurer.

TwelFTh: Wait for the Court’s written decision. Hopefully you will win, and the insurer will pay you. Even if you do not get awarded multiple damages, if you win the chief part of your case, you will almost certainly get that insurer to pay your rate on future

claims. If you lose, try to figure out what went wrong, learn from the experience and next time, choose a different insurer to sue and try to correct whatever went wrong.

If you lose (or even if you win), understand that often the decision of a Clerk/Magistrate in small claims is an off-the-cuff, quick reaction to what they see before them, and that it may be affected by what is going on in their life that day. The decision that you

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receive one day from one Clerk/ Magistrate can differ drastically from the one you receive on another day from someone else.

SoMe CAveATS There are always some hiccups that could arise. Although there are several that could occur, two that you should be particularly aware of are: (1) Sometimes insurers will claim that your customer has no right to assign their rights under their policy to you; and the policy specifically says that. What that clause of the policy really means, though, is that the customer cannot assign his insurance coverage to someone else. Case law in Massachusetts makes it clear that once the incident giving rise to customer’s claim for damages has arisen (i.e., the accident has occurred), the customer does have a right to assign the claim itself to someone else. Again, if you run into this issue, email me and I will send you back copies of some relevant cases.

(2) Sometimes insurers will ask the Court to transfer your small claims case to the ordinary civil docket. If they do, then the Court is usually required to do so. This is a problem for you, since you will then have to hire a lawyer to follow through on your claim, and it will take longer and become more expensive to get to an end result.

On the other hand, removing the case to the ordinary civil docket also exposes the insurer to a much greater risk of loss, since they face the possibility of having to pay your legal fees on top their own legal fees, and on top of double or triple damages if you win. Further, in a regular civil trial, you are more likely to get a final decision based on the actual law, rather than on a Clerk/Magistrate’s gut feeling. And quite frankly, the actual law may not be something that the insurer really wants to deal with in a Labor Rate lawsuit that has been fashioned in the manner set out in this article. continued on pg. 58

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STUDENTS OF THE MONTH by Jacquelyn Bauman

CeSAr leBron And JAleeSA MolinA t Greater Lawrence Technical School in Andover, it is firmly believed that participation in the larger community and a dedication to giving back are just as important as learning the basics of automotive repair. One recent project gave two students the opportunity to learn valuable skills in their trade, while also giving them the satisfaction of making a difference in other peoples’ lives.

“We do a lot of restoration work for museums, so it wasn’t out of the ordinary when I got a phone call from Mrs. Landry, the widow of Deputy Chief Charles Landry, about donating a vintage fire call box he had been given on his retirement,” says Auto Body Lead Teacher, Thomas Hatem. “The funny thing was, I had just received a call a while back from the widow of Lieutenant James Andrew Zahn, who had passed away from cancer. She was looking for a vintage fire call box for her yard in his honor. Even funnier, when I asked Mrs. Landry if she would mind donating it to the Zahn family, she told me that her husband and Lieutenant Zahn

A

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used to drive together to Boston for chemotherapy.”

Hatem tasked two juniors, Cesar Lebron and Jaleesa Molina, with the fire call box restoration project. Almost instantly, he was impressed with the dedication they showed towards the task.

“It was a research project for them as well as a restoration project,” Hatem explains. “They looked into Deputy Chief Landry, as well as Lieutenant Zahn and where the fire call boxes originated from.

They put everything they had into this.”

Both Lebron and Molina enjoyed taking on this project.

“I like the fact that we got to see the entire process of painting, from creating the paint all the way to the spray painting,” says Lebron.

“I loved the paint process,” adds Molina. “It was a lot of fun painting the box, seeing the before and after and especially the intricate detailing.”

“It was great to see a project that we don’t normally see. Working on something

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continued on pg. 55

Top: From left to right, Frank & Terry Beauchesne, Jean Zahn, Cesar Lebron and Jaleesa Molina.

Above: The finished product of the students' work featured intricate detailing and a personalized plaque for Lt. James Zahn.

If you are working with a co-op student or know a talented young tech and would like to nominate him or her for Student of the Month, please contact Editor Joel Gausten at tgpjoel@verizon.net. Vocational school instructors are also welcome to nominate!

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VENDOR SPOTLIGHT

by Joel Gausten

eXpAnSion ThroUgh eXCellenCe: BMw oF wArwiCk wowS MASSAChUSeTTS ShopS If you want a sign that economic conditions in New England are changing for the better, take a look at the always-expanding wholesale parts business at BMW of Warwick.

hile some automotive businesses have experienced ups and downs in recent years, the BMW of Warwick parts department celebrated at 22-percent increase in 2013 and a 12-percent increase in 2014. These are fantastic figures, especially considering that the department derives at least 30-percent of its overall parts business from Massachusetts alone. Even though there might be dealers closer to home, more and more Commonwealth repairers are calling BMW of Warwick when they need a high-quality part and professional service to match.

So what is it about this parts department that enables them to reach new heights in sales? As New England Automotive Report learned as soon as Parts Manager Lisa Disaia greeted us, BMW of Warwick cares about people.

Friendly, with a warm and welcoming demeanor, Disaia was quick to share her pride over her 10-person team’s commitment to building personal relationships with parts customers in Rhode Island and beyond. One of the industry’s most knowledgeable BMW and MINI parts professionals, Wholesale Representative Steven Gilman regularly visits shops throughout the dealer’s 50-mile delivery radius, showcasing the operation’s combined $850,000 inventory of original equipment BMW and MINI parts with each call and in-person visit.

w

“His main function is to visit new and existing customers,” Disaia explains. “Therefore, existing customers still feel loved and know that we respect them. It’s not like we have their business now and we don’t care about them anymore.”

Additionally, parts customers have one-stop access to the wholesale products available for the other lines in the complex that houses BMW of Warwick. These include MercedesBenz, Lexus, Infiniti, Porsche, Acura, Nissan, Audi and Bentley.

In order to keep up with the department’s growing business, Disaia recently added new counterperson David Giguere to the operation. He joins fellow counter staff Joaquin Pangelinan (a 17-year veteran of the industry) and Kyle Girard (who has been with the dealer for six years). The crew is completed by six delivery drivers, including a recent recruit who was added just to take care of the growing Massachusetts market.

A 28-year industry veteran with 15 years’ experience as a parts manger, Disaia understands the importance of making her department flexible enough to meet changing customer demands. For BMW of Warwick, this means extending lines of credit to qualified parts customers.

“That makes it easier for them to do business with us because their charge goes to 10 different franchises,” she says.

Longtime industry veteran Lisa Disaia oversees the BMW of Warwick parts operation.

L to R: BMW of Warwick parts professionals Joaquin Pangelinan, David Giguere and Kyle Girard.

Once they order their parts, customers are able to call upon the dealership if they experience any technical issues once the products arrive in their bay.

“If a wholesale client calls us and has an issue or a problem, we can usually go out and communicate with our shop foreman and our technicians to find out if the issue is something routine that the customer isn’t looking at because they don’t have the product knowledge that our trained factory techs have,” Disaia says. “I’ve seen our technicians go out of their way to call a wholesale client back to discuss an issue that they might have. If it’s

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FEATURE by Joel gausten

CUSTOM KINGS:

inSide FACTory ColliSion & reSTorATion

Photo by Joshua Sweeney/Shoot for Details

There are collision repairers, and then there are ARTISTS.

F Photo by Joshua Sweeney/Shoot for Details

or decades, the east weymouth-based AASp/MA shop Factory Collision & restoration has produced some of the most inspiring custom work offered by anyone in the industry. At a time when some shops duke it out to get regular repair work, Factory typically has at least two extensive custom jobs going at any given time.

By providing customers with everything from restorations and hd graphics to custom paintwork and motorcycle rehabs, the shop has built a sizable side business that

has remained strong, despite changes in the economy.

A lifelong car enthusiast, Factory owner rob delgallo knew that custom work would be a major part of his business when he opened the shop in 1981. Five years later, delgallo entered a 1953 Ford F100 in the world of wheels and took home Second place, despite the fact that the vehicle didn’t have a bed or interior. From that point, there was no turning back: The following year, the car won two awards and a cash prize. The ensuing years saw Factory

A few examples of the exceptional work offered at AASP/MA member shop Factory Collision & Restoration.

32 January 2015

Photo by Daniel Graf/Courtesy of Factory Collision & Restoration

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become one of the state’s most popular custom car institutions. in fact, Factory’s work has become so popular that the shop has had vehicles featured at the SeMA Show in las vegas for the past three years.

“The muscle car resurgence has helped us immensely with the restoration work,” delgallo says. “people see cars that they could buy for $9,000 when they were kids now go for $100,000. They’re looking at it as an investment.” naturally, performing custom work of this nature provides the shop with steady customers who are not paying for the jobs through their insurers. This allows delgallo and his crew to truly devote the time and energy needed to make each project a true work of art. Considering that some jobs can take hundreds of hours to complete, the shop has benefited greatly from this form of non-insurance revenue. “once customers get bit by the bug and they see progress, they just want to keep doing more,” says delgallo. in addition to providing financial rewards, custom and restoration work provides a sense of camaraderie for delgallo’s technician crew, who all get involved in the process. “it makes the day fun,” he says. “you’re really creating something rather than just repairing something. it gives them a lot of pride because there is no other shop around here that does this. it’s a team effort. we’re all hourly, and i don’t put them against the clock to finish a job. we deal with quality, not quantity.”

After serving as the head salesperson for the shop’s custom business for years, delgallo has handed over these responsibilities to his son, Tony, a talented painter who is carrying on the family tradition with flying colors.

“Tony’s more in the age group of the people coming in these days for custom work,” he explains. “i talk to the guys who are doing the ’60s cars, because they are my age. My son relates with the younger kids who are into the imports.” The custom operation also thrives thanks to the support of delgallo’s wife, Tami, and daughter, nikki, who have been crucial members of the Factory team for several years. delgallo expects this side of Factory’s services to continue long into the future. in addition to a long-standing reputation in his area for exceptional work, he credits the evolution in custom car culture as the catalyst for his continued success.

“The bike guys have integrated with the car guys, where it used to be totally separated,” he observes. “The classic car guys are also in tune with the muscle car guys. you can’t say there’s any one person [involved in the

Photos courtesy of Rob DelGallo/Factory Collision & Restoration

scene] anymore. you can have a 50-year-old guy doing a brand-new Scion and a 30-year-old kid doing a ‘50s car.

All the lines have crossed.”

After all these years, delgallo and the rest of the Factory Collision crew greet every new custom or restoration job as an opportunity to give something truly special to someone who appreciates the magic of a beautifully restored automobile. “i love getting the checks from the customers, but the smiles on their faces when they drive away – and they feel like they’re 20 years old again – make this worth it,” he says.

January 2015 MASSACHUSETTS

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BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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34 January 2015

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New England Automotive Report

BMW of Darien 140 Ledge Road Darien, CT 06820 PH: 203-656-1804 FAX: 203-656-1802 www.bmwdarien.com

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

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BMW of Ridgefield 746 Danbury Rd. Ridgefield, CT 06877 PH:203-438-0413 FAX:203-894-8956 www.bmwofridgefield.com

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MEET THE BOARD

rAy BelSiTo, Jr.

For new AASP/MA Director and MidState Chapter Representative Ray Belsito, Jr., collision repair is a family tradition. An industry veteran for over 30 years, this third-generation automotive professional follows in the footsteps of his great grandfather, Gaetano Dicicco, and father, Ray Belsito, Sr., in owning a business in the field.

Currently, he helms Arnie’s Auto Body (Charlton), which he purchased last year. Belsito’s current role at Arnie’s marks his return as a body shop owner after stints as a paint jobber, insurance company field representative and auto body vocational school instructor.

After growing up working alongside his father, Belsito launched his first shop, Courtesy Auto Body in Worcester, in 1993. In 2000, he started a nine-year career at Liberty Mutual that included work as a field appraiser, home office training associate,

36 January 2015

field supervisor and regional manager.

Following his time with the insurer, he returned to the auto body side in a big way by becoming an instructor at Minuteman High School in Lexington and then at Shawsheen Valley Technical High School in Billerica. In 2010, he joined LKQ for a two-year stint as a regional sales manager. From there, he served a one-year term as a district sales manager for AkzoNobel before purchasing Arnie’s in December 2013.

Inspired by AASP/MA’s efforts to change the industry for the better, Belsito stepped up to serve on the Board of Directors. Considering his past work as an instructor, it comes as little surprise that he is determined to assist the Board in strengthening its ties to Massachusetts’s vocational schools.

“Right now, the biggest issue we have is high school education,” he says. “We really have to work with the schools, develop a better relationship

New England Automotive Report

with them and tell them what we need.

The most challenging part of my business is the recruitment of talented young individuals. We can argue about Labor Rates and anything in the world, but if we don’t have anyone to fix cars, we might as well go home.”

Looking ahead, Belsito encourages his fellow shop owners to be an active part of AASP/MA’s bright future.

“I think being a part of your industry association is essential,” he shares. “The stronger the association is, the more clout it has. If you run a business or do business in an industry, you should be involved in your association and not just say, ‘What am I going to get out of it?’ Instead, you should ask, ‘What can I do?’”

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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BOSTON VOLVO VILLAGE Parts Direct: 800-336-2355 Fax: 617-560-1742

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VILLAGE WHOLESALE HOTLINE: 1-855-VAG-PART Visit us on the web: www.villageautomotive.com 1-855-824-7278 38 January 2015

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COVER STORY by Joel gausten

new yeAr, new goAlS: A ConverSATion wiTh AASp/MA preSidenT Molly BrodeUr

A LoT Is goINg oN IN MoLLY BRoDEuR’s pRofEssIoNAL LIfE ThEsE DAYs. In addition to the recent launch of a second location for her family’s long-running business, Al Brodeur’s Auto Body (“Veteran Repairer Buys first Employer’s Building,” neAr August 2014), Brodeur recently became the new president of AAsp/MA. With her two-year term officially underway, new england Automotive report recently touched base with Brodeur to discuss the current state of affairs within AAsp/MA and the association’s plans for 2015 and beyond. Despite her ever-busy schedule, she was gracious with her time in sharing her thoughts on Massachusetts’ place in an always-changing collision repair industry.

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what are AASp/MA’s biggest goals for 2015, and how can individual members help you reach these objectives?

First and foremost, legislative and regulatory issues will continue to be a big focus of ours in 2015. We have a new two-year session starting, so we are preparing to file some pieces of legislation, including a revised Labor Rate Bill. We are going to continue to stay engaged with all the regulatory agencies we’ve been involved with over this past year, including the Attorney General’s Office, the Auto Damage Appraiser Licensing Board [ADALB] and the Commonwealth Auto Reinsurers [CAR]. We are preparing to delve deeper into the CAR Performance Standards, which are going to be coming up for their two-year review.

We’re planning to be part of those conversations. Much of the language in the regulations doesn’t apply anymore with managed competition, so we’re going to be continuing to focus on that.

My own personal president’s mission over the next two years is to really work on the vocational school piece. We’re going to roll out a Vocational Committee, and we’re going to visit every vocational school with a collision program in the state. We’re creating an assessment tool so that when we go into the school, there will be certain things we’re going to be looking for, including if they are using certain pieces of equipment, types of technology and the I-CAR vocational curriculum. If there is a need in any particular school to get them up to a certain level, we’ll make sure to assist in the facilitation of whatever they require. of course, another part of that education goal is assisting current AASp/MA members in staying up to speed with changing procedures and technologies. what are some of the training initiatives that AASp/MA members can expect from the association in 2015?

One of the things we’re looking to do towards the end of quarter one or the beginning of quarter two is have a training seminar that has two tracks – one for owner/managers and one for technicians. Clearly, the technician focus is going to be based around aluminum repair, just because that is really the hot topic as we go into 2015. The owner/manager track of that training piece is going to focus more on KPIs and benchmarks in the industry. It will be more of a data-driven training session. We’re hoping that we can cover both sides of the coin.

Unlike many state industry associations, AASp/MA has a number of active chapters offering regional events and educational offerings. what effect does this specialized focus on particular areas in the state have on the overall success of the association?

The chapter meetings are important for a number of reasons. By nature, chapters were formed as more of a

geographic convenience for folks so they had access to a meeting that didn’t require them to drive exorbitant hours to attend. I also think they allow for a slightly more intimate setting where there’s more opportunity for questions and answers and in-depth discussions. For example, I spend quite a bit of time at the MidState Chapter meetings talking about all of AASP/MA’s activities. It gives shop owners a chance to ask me questions and talk to me about these things. That’s the piece that is missed at the Statewide Meetings. Chapter meetings also allow members who have a great relationship with a jobber to have that jobber put on a paint and material seminar. You can utilize these relationships that shops have to bring specialized information at the chapter level. We try to capture some of those folks who just aren’t going to come to a Statewide Meeting because it’s too far away. what are some ways the association is strengthened through its national affiliation with AASp?

Most notably, it provides greater access to information.

AASP National has a very strong relationship with the Society of Collision Repair Specialists [SCRS], which I consider to be one of the more progressive groups out there.

SCRS Executive Director Aaron Schulenburg is everywhere and has some of the best access to information in the industry and a really great channel for disseminating that information. I think our AASP National affiliation is important because it gives us access to some of those other national groups that are powerful. It also allows us to have input into what is happening to the industry at-large. By having delegates who report at the National AASP Board meeting twice a year, it’s an opportunity for the delegates from Massachusetts to hear what all the other AASP affiliates are doing around the country, including the different legislative initiatives and member drives they’re doing. It’s a great way to share information, brainstorm about new ideas and have some influence on what is happening to our industry on a national scale. gender roles in the industry are more equitable now than ever before. As the association’s first woman president, what are your thoughts on the state of women in the industry? what makes the collision repair industry continually attractive to women when that might not have always been the case in the past?

There’s definitely a level of professionalism in the industry now that might not have been quite as prevalent a decade or two ago. Collision shops are big operations; it’s big business. There’s opportunity for women here, all the way from estimating and middle management to executive roles in companies. With consolidation happening all across the country, we have some very large automotive New England Automotive Report

January 2015

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COVER STORY groups out there that run dozens of locations and have a high-level staff. There’s huge opportunity for growth in this industry that I don’t believe existed before – from the corporate level down to an independent, small-run facility.

It’s a highly technical trade now; the ‘garage’ mentality doesn’t really exist at the level it once did. we know that it is easy for members to be discouraged at times by the legislative process or dealing with insurers.

There are only so many hours in the day, and everybody has lives away from work. how would you respond to a member who has his or her heart in the right place, but is discouraged by the level of work and time that goes into these things when the light at the end of the tunnel might not always be so obvious?

First of all, I think something that has kind of hurt us in the membership arena over the last several years is that we have become known as the “Labor Rate Bill” association.

People just associated AASP/MA with the filing of the Bill.

We’re really trying to break away from that image; we really do so much more than just file Labor Rate legislation.

What I would say to those folks is that there are many other initiatives that have a more immediate result. If they feel

42 January 2015

New England Automotive Report

passionate about particular issues, there is plenty of room where they can step up, help out and actually see some results. on a personal note, what are you looking forward to most as president of AASp/MA?

I’m looking forward to working with our new Board, and I’m really excited about our new directors. We have Darlene Andrade from Deluze Collision, Ray Belsito, Jr. from Arnie’s Auto Body and Kevin Kyes from Today’s Collision – three fantastic additions to the Board. I’m excited about the change and these new initiatives we’re going to be embarking on – especially the vocational piece. I just think we’re at a really good place. We have some up-andcomers who are moving onto the Executive Board, including Adam Ioakim as vice present and Kevin Gallerani as treasurer. I think it’s going to be great for the association.

The best work comes when you have new people with fresh ideas.

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FEATURE by Joel Gausten

dAnger FroM JApAn:

inSide The TAkATA AirBAg reCAll

T

“Takata is rejecting NhTsA’s call to make this a nationwide recall, and I just want to say that it is entirely unacceptable that Takata is refusing to accept this common sense resolution of this issue...Takata is toying with the safety of the American people when they refuse to recognize this danger.”

hese powerful words above were spoken by Massachusetts Senator Ed Markey* on one of the biggest recalls to ever hit the American motoring public.

Takata Corp., a Japanese airbag manufacturer that services a number of foreign and domestic vehicle manufacturers, is facing serious heat from the US government over products they made for a variety of cars in model years 2002 through 2008. According to industry reports, vehicles in high-humidity areas that have the defective airbags could experience a deterioration of the propellant used in the bag, leading to excessive combustion during deployment and the potential for the inflator housing to rupture. The results of the explosion are said to include metal shards hitting and possibly penetrating the driver’s face.

Although a recall was initially established to address 14 million vehicles worldwide (including eight million in a number of “high humidity” states in the the US, but not Massachusetts), the National Highway Traffic Safety Administration (NHTSA) is now calling for a nationwide recall that could affect 20 million or more automobiles in America based on a recent investigation into a vehicle that suffered an airbag explosion outside the initial recall's target area. According to a November 18 press statement, the agency issued a General Order to Takata and the vehicle manufacturers that use the company’s airbag inflators, requiring each manufacturer to file, under oath, a detailed report and produce all related documents about completed, ongoing or planned testing of Takata inflators outside the current regional recall areas. The manufacturers identified

by NHTSA under the General Order include BMW, Chrysler, Ford, General Motors, Honda, Mazda, Mitsubishi, Nissan, Subaru and Toyota.

According to a September 11 story in the New York Times, the airbag technology in question was first developed by Takata in the late 1990s “in an effort to make airbags more compact and to reduce the toxic fumes that early airbags often emitted when deployed.” The article added that these bags are inflated by means of an explosive based on a common compound used in fertilizer; this explosive is encased in a metal canister.

The potential dangers of the defective Takata airbags 44 January 2015

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were given a public face on November 20, when Air Force Lieutenant Stephanie Erdman went before a Senate Commerce Committee hearing in Washington to recount a 2013 accident that left her seriously injured when an airbag exploded in her face.

“When the impact occurred, shrapnel from my car’s airbag shot through the airbag cloth and embedded into my right eye and cheek,” she recalled. “I was instantly blinded on my right side. I felt gushing blood running down my neck. I was terrified. What happened to me was gruesome; the photo that the EMT took of me with the shrapnel embedded in my eye is scary to look at. But I believe this is necessary to grab the attention of those who have the ability to do something and keep this from happening to anyone else.”

As of this writing, Takata has refused to comply with the expanded recall demand, instead passing along the decision to the affected vehicle manufacturers. As detailed in a December 4 update by Car And Driver, Chrysler has announced the recall of the passenger-side airbags of roughly 149,000 2003 Ram pickups (1500, 2500, and 3500), which were already part of a driver’s-side airbag recall. The new recall encompasses vehicles “sold or ever registered in Alabama, Florida, Georgia, Hawaii, Louisiana, Mississippi, Texas and the US territories of American Samoa, Guam, Puerto Rico, Saipan and the Virgin Islands.” Ford added passenger-side airbags to the repair list of about 13,000 vehicles (2004–2005 Rangers and 2005–2006 GTs) already involved in the regional Takata recalls “originally sold, or ever registered, in Florida, Hawaii, Puerto Rico and the US Virgin Islands.” The expanded recall also includes certain zip codes with high humidity conditions in Georgia, Alabama, Mississippi, Louisiana, Texas, Guam, Saipan and American Samoa.

Despite these actions, Senator Markey has publicly disputed the argument that the recall should only remain in “high humidity” states.* “Right now, there are thousands of people from Massachusetts who are driving down to Florida; they’re called ‘snowbirds,’” he explained. “They’re not going to come back until after the Red Sox leave Spring Training...The

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State of Florida estimates that there are 1 million of these ‘snowbirds’ per year from the northern states who go down to Florida. They’re in automobiles that do not originate in humid states, so there’s a real danger here. We have to make sure that there is a complete compliance by Takata with NHTSA’s request that they in fact have a nationwide recall.”

As this issue of New England Automotive Report went to press, Honda became the first manufacturer to agree to expand its regional airbag recall nationwide. The automaker’s decision to step up to the plate and add 2.6 million more cars beyond its original recall effort in the “high humidity” regions comes after months of scrutiny over its experience with the Takata issue. According to the aforementioned New York Times piece, “more than 30 injuries have been linked to ruptures in Honda vehicles, and complaints received by regulators about various automakers blame Takata airbags for at least 139 injuries, including 37 people who reported airbags that ruptured or spewed shrapnel or chemicals.” The story added that in December 2009, a Honda Accord driven by 33-year-old Gurjit Rathore hit a mail truck in Richmond, VA. A lawsuit filed by Rathore’s family claimed that she bled to death after being hit with shrapnel in the airbag explosion. Press-time reports by the Associated Press indicated that the expanded Honda recall affected the 2001 to 2007 four-cylinder Honda Accord, 2001 and 2002 V6 Accord, 2001 to 2005 Honda Civic, 2002 to 2006 Honda CR-V, 2003 to 2011 Honda Element, 2002 to 2004 Honda Odyssey, 2003 to 2007 Honda Pilot, 2006 Honda Ridgeline, 2003 to 2006 Acura MDX, 2002 and 2003 Acura TL and the 2002 Acura CL. As evident in its November 6 announcement below, Honda was already active in informing customers of the potential risks associated with the airbags before leading the way in the national rollout effort:

Honda is committed to addressing the needs and concerns of our customers and making clear that we stand behind the safety and quality of our products. We want to reassure our customers that Honda has an ongoing customer service procedure that addresses each customer’s needs and concerns.

For customers concerned about the issue of Takata airbags in certain Honda and Acura vehicles, our customer service will make arrangements for, as appropriate, the replacement of airbag inflators and the provision of or reimbursement for temporary alternative transportation.

For anyone who owns one of our vehicles and is concerned, we encourage them to visit recalls.honda.com or call 1-800999-1009, option 4, and recalls.acura.com or call 1-800-3822238, option 4.

We encourage customers with an affected vehicle to take immediate action to have their vehicle serviced at their authorized dealership.

With the Takata airbag controversy proving to be a moving target with almost daily effects to the automotive industry and motoring public, 2015 promises to be an intense year for service departments as recalls begin hitting dealerships across the country. This hot button is just getting warmed up.

Look for an update to this feature in next month’s issue of New England Automotive Report. Information on current National Highway Traffic Safety Administration recalls is available at http://www.nhtsa.gov/Vehicle+safety/Recalls+ &+Defects.

* Video of Senator Markey’s commentary is available at www.markey.senate.gov/view/senator-markey-questionsnhtsa-on-takata-airbag-recall.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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Audi dealers strive to make you an Audi Genuine Parts fan • Audi dealerships have access to over 200,000 Audi Genuine Parts; no other supplier can make that claim • Six parts distribution centers provide daily overnight service to Audi dealers • Non-stocked items are available through the Audi computerized distribution and delivery network • Audi parts departments provide professional customer service that gets you the right part, the first time

Helping you do business is our business. Order Audi Genuine Parts from these select dealers.

Audi Natick 549 Worcester Street Natick, MA 01760 www.bernardiaudi.com 800-247-3033 Fax: 508-651-6841

Audi Norwell 59 Pond Street Norwell, MA 02061 Direct: 888-744-8810 Parts: 781-261-5030 Fax: 781-878-1063 email: parts@audinorwell.com www.audinorwell.com

Hoffman Audi 700 Connecticut Blvd East Hartford, CT 06108 860-282-0191 Fax: 860-290-6355 www.hoffmanauto.com

Mattie Audi 80 William S. Canning Blvd.

Fall River, MA 02721 800-678-0914 Fax: 508-730-1283 www.mattieaudi.com

IRA Audi 105 Andover Street Danvers, MA 01923 800-774-8411 Parts Direct: 978-605-2182 email: pwalke@iramotorgroup.com www.iraaudi.com

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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 Audi Cape Cod 270 North St. Hyannis, MA 02601 PH: 508-815-5600 FAX: 508-568-9410 www.audicapecod.com

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NEWS FROM NORTHEAST®

AASp/nJ prepAring For norTheAST 2015 AUToMoTive ServiCeS Show ollision and mechanical repairers, distributors and end-users up and down the east coast and around the world are currently preparing themselves for the Alliance of Automotive Service Providers of New Jersey’s (AASP/NJ) NORTHEAST 2015 Automotive Services Show.

This year’s installment will feature many familiar industryleading presenters and exhibitors, as well as some exciting new elements that are sure to set this show apart from others of its kind. AASP/NJ is preparing for what’s gearing up to be its largest flagship event to date in a number of ways, introducing a redesigned website, revamped floor plan page and also the inclusion of text messaging* as a way to reach out to attendees. These text alerts will inform guests of upcoming seminars, demonstrations and presentations and will notify them if they have won an award or raffle.

AASP/NJ President Jeff McDowell can’t contain his excitement about the upcoming show. “Last year was our highest attended event to date,” he explains. “It looks like things are going to continue on an upward trend in 2015. We have a lot of cool things to look forward to. I recommend everyone stay tuned for big upcoming announcements.”

Pre-registration for NORTHEAST 2015 is now open, completely free and will alert you to pertinent information leading up to the show. Information can be found at www.aaspnjnortheast.com/registration.shtml.

A number of industry heavy hitters have already committed to the show, including Accudraft, who is coming back in a big way by doubling their booth size, Metropolitan Car-o-liner, Pro Spot, Axalta, Valspar and Future Cure, among a number of others. This is not an event to miss. For more information on the show, visit www.aaspnjnorth east.com.

C

*Standard messaging rates may apply through your service provider.

Save the Dates for NORTHEAST® 2015!

MARCH 20, 21, 22 • Top-notch educational opportunities • Over 150 industryleading exhibitors • Fun for the whole family, and more!

Proudly Presented by

Visit

WWW.AASPNJNORTHEAST.COM for details Follow us on

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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THE LIST We reached out to some of our members to find out their most interesting repair stories.

MY MOST MEMORABLE REPAIR JOB WAS...

“There was one lady who came in for an oil change and as I was lifting out her air filter to check it, a freaking squirrel jumps out at me! No one has any idea how it could have gotten in there or how it survived.”

“Someone came in to my shop after self-installing a new radio. He said it only worked on his way home from work, and not on his way there; he couldn’t figure out why. Turned out that he had wired the radio power into the headlights. The radio would only turn on at night, if they were on.”

One time, we had a car come in and when we popped the hood, there was an iguana in there. It didn’t belong to the owner. There's a dog kennel near the lot where we park the cars.

Sometimes animal “I was taking the driver’s seat out of a control brings them car in for repairs and when I put my hand what they find, but it underneath to lift it out, my hand was in wasn’t theirs, either. No something sticky. I put it to a poll at the shop and we concluded that the driver of one knows where this this car had been putting his boogers iguana came from. under there for God only knows how long.”

“It’s not really a funny repair story, but the other day I came into the shop and there was a funnel in the fridge and no one could explain why or who put it there.”

“I had a Miata in for a no-start. The owner kept claiming that it couldn’t be the battery because he just installed it himself. He didn’t realize he had left the protective covers on the battery posts.”

“I had a customer in here with a new Lexus that had a proximity key and push-button start. He claimed that he had been testing it and could start the car even with the key over 100 yards away. We didn’t find anything wrong with it, mechanically. Once we started taking a look around inside, we realized he had dropped a spare key under his front seat.”

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“I was training a new technician who had forgotten about a socket wrench attached to the crank shaft. He started up the car and the thing went crazy underneath the hood. It completely stripped the end of the shaft. He was totally embarrassed and I had to convince him to come to work the next day.”

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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: Clay Nissan of Newton 431 Washington Street Newton, MA 02458 Toll Free: 888-726-9924 Fax: 617-558-6326 E-mail: rphelan@claycars.com

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.claycars.com

Web: www.mastria.com

Kelly Nissan of Beverly 420 Cabot Street (Route 1A) Beverly, MA 01915 Direct: 978-921-0146 Fax: 978-927-6823

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

Premier Nissan of Newport 295 E. Main Road Middletown, RI 02842 Phone: 401-619-5050 Fax: 401-847-4559 www.premiernissanofnewport.com

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

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STUdenTS oF The MonTh: CeSAr leBron And JAleSSA MolinA continued from pg. 24

else is different and fun,” Lebron expresses.

“They’re both just great kids,” Hatem says of the two juniors. “They both have their sights set on college from here. A lot of our kids either end up going into the trade or moving on to engineering colleges. These two kids are go-getters. They sky is the limit for them, and they don’t even know it yet.”

After working on this project, the two juniors picked up a lot of knowledge. The advice they have for their peers in the field?

“Always be your best, because you never know what is going to happen,” Lebron says.

“Always give back to the community,” adds Molina. “And always pay attention.”

eXpAnSion ThroUgh eXCellenCe: BMw oF wArwiCk wowS MASSAChUSSeTTS ShopS continued from pg. 27

something that can’t be solved through a phone communication, we can make a service appointment for them within two days.”

BMW of Warwick wholesale customers also have access to www.penske parts.com, which provides photos and other useful parts information. For example, if a customer is looking for something that goes behind the headlight but isn’t quite sure which part he or she needs, BMW of Warwick can bring that shop into the website and walk them through the steps to see an exact picture of what is required.

“We can direct them to a certain spot and say, ‘Okay, this is the picture I’m looking at. What do you think?’” offers Disaia. “It makes it easier to communicate with shops regarding parts they can’t seem to find.”

With 2015 underway, now is the time for any shop that might be less than thrilled with their existing BMW or MINI parts service to make a New Year’s resolution to give BMW of Warwick a call.

As Disaia says, “If they need to make a change, they can give me call and I’ll send my wholesale rep out to them. We have dedicated delivery to Massachusetts, and our company has been open to credit as long as the customers are approved.”

The BMW of Warwick parts department is open Monday through Friday from 7:30am to 5:30pm and on Saturday from 8am to 4pm. For more information, please call (800) 755-4422.

MASSACHUSETTS

MASSACHUSETTS

BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

“MighTy Fine inJeCTion” continued from pg. 16

as to how many batts were in each bag. The representative stated that he didn’t know. He put me on hold for about 10 minutes and returned to inform me that he did not have access to that information. I asked if he worked for OC and, after a pause, he stated that he did. I told him that most of the other OC batts packages that I have looked at were marked that they contained nine or 10 batts per bag. I gave him the exact part number that I was looking for. To my surprise, the representative said that he was still unable to answer my question but that he could email me a product brochure that might help. I asked the representative if he could tell me who stocked this particular item, but he did not have access to any information on which vendor stocked what exact item. I gave him my email address for the brochure and we ended the call. As I had expected, the quantity of the batts per bag was not listed in the brochure.

After more research, I was able to find the insulation I was looking for listed on Amazon. It was for sale by an Ace Hardware store in New York. The Ace Hardware corporate website showed that each package contained 10 batts of insulation that were each 23 inches wide by 93 inches long.

BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

Finally, I knew how much I was buying, and where I could get it. I placed my order online.

I think what amazed me so much about this was that the manufacturer themselves did not know how much insulation was inside the packages of a product that they produce and sell. They also couldn’t even tell me where I could purchase any. Maybe it’s me, but it just seems that lately there is this huge apathetic attitude. It seems like no one cares. Here was a case where a seriously interested customer wanted to purchase a product, but no one could answer questions about it or even get it into my hands. To think that some of these big companies today have the nerve to complain that business is slow due to the economy. Wake up and smell the coffee!

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

Mark Giammalvo specializes in driveability diagnostics at his family business, Sam Giammalvo’s Auto Sales & Service, Inc. in New Bedford, MA. He can be reached at samgauto@samcars.com.

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2015 MEMBERSHIP APPLICATION MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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

*** PLEASE TYPE OR PRINT LEGIBLY ***

BUSINESS INFORMATION: Mr.

Mrs.

Business Representative Name:

Ms.

____________________________

Business Name ____________________________________________

What benefits motivated you to join AASP of Massachusetts?

________________________________________________________

PERSONAL INFORMATION:

Street Address ________________________________________________________________________________________________________ Street

City

State

Zip

Mailing Address ______________________________________________________________________________________________________ Street

Phone Number (

E-mail Address

)____________________________________ Fax Number (

City

State

Zip

) __________________________________________

________________________________________ Web Site Address ____________________________________________

Enrolled By (Name and Address) ________________________________________________________________________________________ MEMBERSHIP TYPE REPAIRER MEMBER (check one) Collision Repair Shop Mechanical Repair Shop Both, Collision & Mechanical Repair Shops Other Repair Shop SUPPLIER/ASSOCIATE MEMBER (check one) Auto Paint/Crash Parts/Auto Parts/Wholesaler Equipment/Tool Supplier Manufacturer/Sales Agent Services (Computers, Software, Vehicle Rental, Other)

LIST OTHER SPECIALTIES ____________________________________ ________________________________________________________

Just like good tools and equipment, membership in AASP of Massachusetts is a valuable investment. AASP of Massachusetts works for you through such outstanding programs as: (1) management and technical training; (2) discount uniform rental; and (3) a wide variety of other business services.

Put AASP of Massachusetts to work for you today.

COMPLETE THE MEMBERSHIP APPLICATION AND RETURN IT WITH PAYMENT TO AASP OF MASSACHUSETTS.

Name ____________________________________________________

Nickname ________________________________________________ ANNUAL MEMBERSHIP DUES Total Due ....................................................................................$395.00 (The AASP membership year is from January to January 2016)

NEW! Political Action Committee (PAC) Donation ...............$_____ Check or Cash Credit Card:

Visa

MasterCard

Card Number: __________________________________________

Expiration Date: ________________________________________ Signature: ______________________________________________ Date: __________________________________________________

For oFFiCe USe only Check number ______________________________Check date ________________________Check Amount ______________________________ date Joined ______________________________Member number ______________________next Bill date ______________________________

12 post office Square, 6th Floor • Boston, MA 02109 phone: (617) 574-0741 | Fax: (617) 695-0173|jzywien@aaspma.org As required by the U.S. Tax Code, AASP of Massachusetts, Inc. informs its members that 75% of the dues paid to the association are tax deductible. The remaining 25% is allocated to legislative activities and is not tax deductible.

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LEGAL PERSPECTIVE continued from pg. 20 ConClUSion What can you do about the Labor Rate? Take a long, hard look at what is proposed in this article and decide whether you think it makes sense. If you are willing to limit your claim solely to a Labor Rate difference, look for a rate that one or more insurers is already paying and truly follow through on your own, then you just

might find that the procedure works for you.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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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AUT M TIVE AD INDEX

Audi Group ....................................................46

Axalta Coating Systems ..................................4

Bald Hill Chrysler Jeep Dodge Ram............15

Balise Wholesale Parts Express ....................49

Baystate Chrysler/Jeep/Dodge ....................8

Bernardi Group ........................................28-29

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

BMW Group ..............................................34-35

BMW/Mini of Warwick ................................26

Clay Subaru ....................................................15

Colonial Auto Group ....................................21

Empire Auto Parts............................................9

Enterprise ........................................................31

First Chrysler-Dodge-Jeep-Ram ..................31

First Ford ........................................................31

First Hyundai..................................................31

Ford Group ....................................................56

Future Cure ....................................................20

Honda Group..................................................43

Hyundai Group ..............................................37

Imperial Chrysler-Dodge-Jeep ......................6

Imperial Ford ..................................................56

Infiniti of Norwood........................................25

IRA Group..................................................12-13

Jaffarian Toyota/Volvo..................................22

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

Linder’s, Inc. ..................................................58

Long Automotive Group ..........................OBC

Mazda Group..................................................39

McLaughlin Chevrolet ..................................36

Mopar Group..................................................23

NORTHEAST® 2015......................................48

Nissan Group..................................................53

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

Robertsons GMC Truck ................................42

Sarat Ford-Lincoln ..........................................9

Sentry Group ..................................................30

Subaru Group............................................50-51

Tasca Group ......................................................6

Toyota Group..................................................47

Village Auto Group........................................38

VW Group ......................................................54

Wellesley Toyota/Scion ................................19

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