New Jersey Automotive March 2019

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THE OFFICIAL PUBLICATION OF THE ALLIANCE OF AUTOMOTIVE SERVICE PROVIDERS/NEW JERSEY (www.AASPNJ.org) AND THE AUTOMOTIVE RECYCLERS ASSOCIATION OF NEW JERSEY (www.ARANJ.org)

March 2019 $595

www.grecopublishing.com

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973-348-9490 WWW.ISATWELDING.COM

VISIT US AT ®

BOOTH #401 MARCH 15 - 17

973-348-9490 WWW.ISATWELDING.COM

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Visit us at NORTHEAST® Booth 511

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We Appreciate Your Business!

Flemington Audi, the largest Audi wholesale parts dealer in NJ, thanks our customers for continued loyalty and business. We appreciate the opportunity to serve you over the years, and look forward to helping you save time and increase profits in the future with Audi Genuine Parts.

• Our expert parts staff is ready and able to give you premium customer service and help you meet the demands of your business.

• Our concierge support helps you get the parts you need when you need them to wow your customers.

• We offer daily deliveries throughout the tri-state area with our fleet of 22 delivery vans.

• As our customer, you have access to the Audi technical support hotline to help you speed up installation and get repairs out the door quicker.

Flemington Audi 213 Routes 202/31 South, Flemington, NJ 08822 Business Hours: M-F 7:30am – 5pm Sat 8am – 4pm

Parts Direct: 877.857.2787 Parts Fax: 908.782.1795 Email: rmuir@flemington.com www.njparts.com mikekaufmann d e a l e r g r o u p “It’s all in the name”

AUTO BODY DISTRIBUTING CO

Join our growing list of satisfied customers!

Orders accepted by phone, fax and email.

Visit us at NORTHEAST® Booth 300 New Jersey Automotive | March 2019 | 5

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Visit us at NORTHEAST® Booth 427

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P.O. Box 734 Neptune, NJ 07753 EXECUTIVE DIRECTOR Charles Bryant 732-922-8909 / setlit4u@msn.com 2017 - 2019 OFFICERS PRESIDENT Jerry McNee, Ultimate Collision Repair, Inc. 732-494-1900 / ultimatecollision@att.net COLLISION CHAIRMAN Dennis Cataldo, Jr., D&M Auto Body 732-251-4313 / jr@dandmautobody.com MECHANICAL CHAIRMAN Keith Krehel, Krehel Automotive Repair, Inc. 973-546-2828 / krehelauto@aol.com TREASURER Tom Elder, Compact Kars, Inc. 609-259-6373 / compactkars@aol.com SECRETARY Thomas Greco, Thomas Greco Publishing, Inc. 973-667-6922 / thomas@grecopublishing.com BOARD John Craggan, Ultimate Collision Repair, Inc. 732-494-1900 / jcraggan@ultcollision.com Gary Gardella, Jr., County Line Auto Body 732-363-5904 / countylineautobody@gmail.com Dave Laganella, Peters Body and Fender 201-337-1200 / petersbandf@gmail.com Sam Mikhail, Prestige Auto Body 908-789-2020 / mikhail@goldcar.com Ted Rainer, Ocean Bay Auto Body 732-899-7900 / ted@oceanbayautobody.com Anthony Trama, Bloomfield Auto Body 973-748-2608 / anthony@bloomfieldautobody.com BOARD ALLIED Joe Amato, The Amato Agency 732-530-6740 / joesr@amatoagency.com Dave Gruskos, Reliable Automotive Equipment 732-495-7900 / dave@rae1.com

CONTENTS

VOLUME 49 NUMBER 3 | March 2019

10 OUT OF BODY AND (MECHANICAL) EXPERIENCES 14 PRESIDENT’S MESSAGE 18 EXECUTIVE DIRECTOR’S MESSAGE

COVER STORY

20 I-CAR CALENDAR 22 MECHANICAL CHAIRMAN’S MESSAGE 60 NJA ADVERTISERS’ INDEX

28

by Alana Bonillo

2019:

NORTHEAST®

The Time is Now!

Mike Kaufmann, Advantage Dealer Services 973-332-7014 / mkaufmann@advantageds.com PAST PRESIDENT ATTENDING Jeff McDowell, Leslie’s Auto Body 732-738-1948 / chacki@aol.com

PUBLISHER Thomas Greco / thomas@grecopublishing.com SALES DIRECTOR Alicia Figurelli / alicia@grecopublishing.com CREATIVE DIRECTOR Lea Velocci / lea@grecopublishing.com EDITORIAL DIRECTOR Joel Gausten / joel@grecopublishing.com EDITORIAL/CREATIVE COORDINATOR Alana Bonillo / alana@grecopublishing.com OFFICE MANAGER Donna Greco / donna@grecopublishing.com DESIGN ASSISTANT Christopher Rizzi / chris@grecopublishing.com CONTRIBUTING EDITORS Charles Bryant • Mario DeFilippis • Jeff McDowell • Mitch Portnoi • Ron Ananian Keith Krehel • Jerry McNee • Bob Dirkes

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

CELEBRATING 30 YEARS www.grecopublishing.com NEW JERSEY AUTOMOTIVE is published monthly and is sent to AASP/NJ and ARANJ members free of charge. Subscriptions are $24 per year. NEW JERSEY AUTOMOTIVE is published by Thomas Greco Publishing Inc., 244 Chestnut St., Nutley, NJ 07110. The editorial contents of NEW JERSEY AUTOMOTIVE are copyright © 2019 by Thomas Greco Publishing Inc. and may not be reproduced in any manner, either in whole or in part, without written permission from the publisher and/or editor. Articles in this publication do not necessarily reflect the opinions of Thomas Greco Publishing Inc. Stock Images courtesy of www.istockphoto.com.

LOCAL NEWS by Alana Bonillo 34 Dave Gruskos Delivers OEM Certification Prep FEATURE by Joel Gausten 40 Drama, a DRP and a Re-Repair Disaster: Our Editor Tells All ASK MIKE 48 How Has the World of Estimating Evolved?

AUTOMOTIVE RECYCLERS ASSOCIATION OF NEW JERSEY 55 Wharton Insurance Briefs by Mario DeFilippis Joe Amato, Sr. Ron Ananian Jim Bowers Charles Bryant Don Chard Guy Citro Pete Cook Ed Day Dave Demarest Phil Dolcemascolo Tom Elder Bob Everett

Thomas Greco Dan Hawtin Rich Johnson Wes Kearney Nick Kostakis Jim Kowalak Joe Lubrano Michael Lovullo Jeff McDowell Sam Mikhail Ron Mucklow

George Petrask Russ Robson Jerry Russomano George Threlfall Cynthia Tursi Lee Vetland Paul Vigilant Rich Weber Brian Vesley Glenn Villacari Stan Wilson

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The repair of luxury vehicles begins with GENUINE PARTS

Start your repair today at

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Our flagship dealerships are pleased to offer a wide selection of authentic genuine parts so you can repair your customer’s luxury car to the highest quality.

Not only do we sell WHOLESALE GENUINE PARTS across the tri-state area — we have a knowledgeable team of parts specialists that can find the component you need for a seamless vehicle repair.

AUDI QUEENS

LAND ROVER GLEN COVE

30-35 College Point Boulevard Flushing, NY 11354 Wholesale Direct: 929.297.0788 audiqueens.com

70 Cedar Swamp Road Glen Cove, NY 11542 Wholesale Direct: 516.674.8599 landroverglencove.com

MERCEDES-BENZ OF CALDWELL

LAND ROVER HUNTINGTON

1230 Bloomfield Avenue Fairfield, NJ 07004 Wholesale Direct: 973.808.0204 mbofcaldwell.com

1249 E. Jericho Turnpike Huntington, NY 11743 Wholesale Direct: 631.264.0925 landroverhuntington.com

JAGUAR GLEN COVE

LAND ROVER SOUTHAMPTON

70 Cedar Swamp Rd., Suite A Glen Cove, NY 11542 Wholesale Direct: 516.674.8599 jaguarglencove.com

355 Hampton Road Southampton, NY 11968 Wholesale Direct: 631.287.5162 landroversouthampton.com

JAGUAR HUNTINGTON

LEXUS OF EDISON

1249 E. Jericho Turnpike Huntington, NY 11743 Wholesale Direct: 631.264.0925 jaguarhuntington.com

711 US Highway 1 Edison, NJ 08817 Wholesale Direct: 732.593.6860 lexusofedison.com

JAGUAR SOUTHAMPTON

LEXUS OF BRIDGEWATER

355 Hampton Road Southampton NY 11968 Wholesale Direct: 631.287.5162 jaguarsouthampton.com

1550 US-22 Bridgewater, NJ 08807 Wholesale Direct: 866.679.7054 lexusofbridgewater.com

MERCEDES-BENZ OF BROOKLYN 1800 Shore-Parkway Brooklyn, NY 11214 Wholesale Direct: 929.509.4749 mbofbrooklyn.com

WE WILL GO THE EXTRA MILE FOR YOU.

WHOLESALE PARTS HOTLINE

844-98-PARTS (844-987-2787)

Visit us at NORTHEAST® Booth 101

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OUT OF BODY (AND MECHANICAL) EXPERIENCES

MY HERO

by THOMAS GRECO, PUBLISHER

No, not that kind of hero. I’m talking sandwiches, hoagies, submarines or subs. I’ve loved them for as long as I can remember. But being who I am, of course, I only like a certain kind of sub. In my case, it’s pretty simple: Well done roast beef, lettuce, a TON of onions, salt, pepper and oregano. That’s it. No toasted bun. No vinegar. No oil.

(Although for a while I did like vinegar and oil.) And certainly no

10 | New Jersey Automotive | March 2019

mayo.

I remember going to a place called B&T’s on Washington Ave. in Belleville when I was a kid. I marveled as I stared at the man behind the glass working his magic, putting together this beautiful huge submarine sandwich. Then a Blimpie opened on the corner of Church Street in Nutley right next to our junior high. I used to hit that place after morning (yes morning!)

basketball games in seventh and eighth grade. Somewhere along the way I got turned off by the soggy bread, so I dropped the vinegar and oil and settled on my dry standard.

As usual for me, things got stranger as I got older. I found that I didn’t like roast beef if it was red or pink. Trouble was, the vast majority of people like it that way. So, when I got to high school and Blimpie closed, we went to a pizzeria called

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Santini’s for lunch. Their roast beef was always rare, so I ended up just ordering the sub without the meat.

Yup, a lettuce and onion sub. They thought I was crazy and it certainly never helped my love life when I would return to school after lunch.

In college, I was constantly on the lookout for well done roast beef. I’d find it once in a while, but that was rare. (See what I did there?) When I got my first real job out in Succasunna, I found a deli that always seemed to have it, and I was pleasantly surprised…until the day I went early to pick it up and caught them taking it out of the microwave and putting it into the refrigerator. It just wasn’t the same after that.

A few years later, back in Nutley, an old friend of mine I graduated with opened a deli in town. When we were both in college he used to work at a deli in a neighboring town and would always call me when they had some

well done roast beef. I stopped by his new deli a few times and he never had it. One day he called me to ask if I would talk to his dad, who was about to undergo open heart surgery like I had a few years earlier. I ended up having several conversations with his dad, calming his fears, letting him know that yes, it was scary, but he would get through it and be much healthier after. A few months later, after his dad had successful surgery and was back on his feet, I called my friend and asked, “Hey John, you think you could make me some well done roast beef?”

“Sorry Tom, it’s too much work.”

What a dick.

Another old friend named Al Petracco also had a deli in town. Now, Petracco’s makes the best sandwiches on the planet in my opinion, but I never asked Al to make me well done roast beef. Once I did, Al - as always - said, “Anything you

want, Tom.” So whenever I want a great sandwich, I head over to Petracco’s. But sometimes I’m in a hurry. And sometimes I just want something small and quick. That’s when I head to Subway.

Subway opened in Nutley about 15 years ago. And we all know Subway is not a real sub shop. I mean in “meatease” it’s like if Petracco’s is Ruth’s Chris, Subway is McDonalds.

And Subway ALWAYS has well done roast beef. Well, I wouldn’t call it roast beef. I guess I would say Subway always has well done gray matter. But it’s passable gray matter when you’re in a hurry.

Quick cutaway: About 10 years ago, an employee of mine was heading out for lunch and asked if I wanted anything. I asked him to stop at Subway and get me a sandwich.

Now keep in mind that the Subway is about 200 yards from my office and this employee was new to town. Thirty

continued on page 55

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Call us for ALL of your Wholesale Parts and Accessory Needs!

.com

We ship anywhere in the country!

FAST! FREE! NEXT DAY DELIVERIES! 1244 Route 23 North, Wayne NJ 07470 1-800-639-7278 • Fax: 862-221-9664 Email: Blanterman@waynemazda.com Hours: Mon-Fri 7:30am-6pm, Sat. 7:30am-4pm Visit us at NORTHEAST® Booth 247

Call us for ALL of your Wholesale Parts and Accessory Needs!

Online Shipping Available Nationwide

FAST! FREE! NEXT DAY DELIVERIES! 1244 Route 23 North, Wayne NJ 07470 1-800-639-7278 • Fax: 862-221-9664

WayneHyundai.com Email: Blanterman@waynehyundai.com Hours: Mon-Fri 7:30am-7pm, Sat. 7:30am-4pm Visit us at NORTHEAST® Booth 247

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Call us for ALL of your Wholesale Parts and Accessory Needs!

FAST FREE DELIVERIES! Visit us at NORTHEAST® Booth 247

700 Rt. 23 North, Pompton Plains, NJ

Phone: 1-800-639-7278 • Fax: 862-221-9664 www.Rt23Honda.com Hours: Monday-Friday 7:30am-7:00pm, Saturday 7:30am-5:00pm

Call us for ALL of your Wholesale Parts and Accessory Needs!

FAST FREE DELIVERIES!

1567 Rt. 23 South, Butler, NJ • Phone: 1-800-639-7278 • Fax: 862-221-9664 Visit us at NORTHEAST Booth 247

®

!

T S E ES A F RE RI F IV E L E D

www.PerformanceNissanNJ.com Email: Blanterman@performancenissannj.com Hours: Monday-Friday 7:30am-6:00pm, Saturday 7:30am-3:00pm

PerformanceLF.com

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1-800-639-7278 906 Route 10, Randolph, NJ 07869 The parts and accessories you need…from the people you trust!

Hours: Mon-Fri 7:30am-6pm; Sat 7:30am-3:00pm Parts Direct: 1-800-639-7278 Fax: 862-221-9664 E-mail: Blanterman@performancelf.com New Jersey Automotive | March 2019 | 13

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PRESIDENT’S MESSAGE

No Substitute for NORTHEAST®

by JERRY MCNEE

Landscape in Certified Repair & Understanding the OEM Repair Procedures,” with representatives from Assured Performance, Honda, Audi, Subaru, Mercedes-Benz and others. This is your opportunity to pose questions and hear about where the manufacturers stand on repair procedures. Not only are they listening to us, but we’re listening to them. Now is the best time for you to get more involved in OEM certification and repairs to step up the quality of work in our industry.

Personally, I can’t wait to attend as many Collision P.R.E.P. seminars and discussions as possible. Every year at NORTHEAST, I learn new things that I later apply to my business with great success. There’s no such thing as a completely knowledgeable shop owner in 2019; we can all benefit from exposing ourselves to new methods and ways of thinking. That’s what NORTHEAST will give you over a weekend. I know it’s tough to find free time, but I promise you that making the effort to come out to the show will make your first Monday back in the shop easier and more profitable. Make sure to check out the show’s Schedule of Events in this issue and make your plans now to attend the events that will have the greatest impact on your management and bottom line.

NJA

M

o Body S Aut up ies pl

MG

For years now, AASP/NJ and New Jersey Automotive have worked to ensure that readers are kept up to date on important industry events and developments in the Garden State and across the country. Although our magazine does a great job of presenting things you need to know to navigate this profession, there is simply no substitute for taking the time to personally attend an industry training course, educational class, forum or trade show.

In just a few days, our NORTHEAST Automotive Services Show will touch down at the Meadowlands Exposition Center in Secaucus. Thanks to the Collision Professional Repairer Education Program (Collision P.R.E.P.) presented by the Washington Metropolitan Auto Body Association (WMABA), the show will provide three days of national-level industry education and collaboration right here in our backyard.

This year’s Collision P.R.E.P. slate will feature the debut of the newest course by Mike Anderson of Collision Advice, “Scanning Best Practices.” Mike is a legend in the national collision repair scene, and I can’t recommend his unforgettable presentation style and insights enough. Also happening during NORTHEAST is a special OEM repair panel, “The Changing

NIVERSA AN 1984 - 2019 RY

Our wholesale parts team is here to make sure you find the exact Genuine Subaru Parts you need for every repair.

• Competitive prices • Fast, accurate deliveries • Genuine Subaru Parts that drive your business

Paul Miller Subaru 3469 Route 46 Parsippany, NJ 07054 Phone: 973-658-5714 Fax: 973-402-9591 mdaltilio@paulmiler.com www.paulmillersubaru.com/parts

Visit us at NORTHEAST® Booth 135

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MGM Auto Body Supplies Your local independent Paint and Body Supplier

Celebrating 35 years in Business!

We are open every Saturday 8am - 2pm

Come visit us for cars and coffee, complimentary hot dogs & bagels!

CALL US: (973) 304-0024 344 Wagaraw Rd. Hawthorne, NJ 07506

Visit us at NORTHEAST Booth 309 Stop by and drop your business card for a chance to win a FREE Sata 5000 and an Iwata LS 400 Supernova!

Shop our online catalog!

VISIT US ONLINE: www.mgmautobodysupplies.com

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rs a e Y 9 4 r e v O ving r e S s s e n i s u in B ops h S y d o B o t Au

AUTO BODY DISTRIBUTING CO

VISIT US AT NORTHEAST® BOOTH 400

“THE CO-OP” EST. 1970

• Paying Too Much for Paint, Supplies, Tools and Equipment?

• Are You Constantly Wasting Time Checking Prices?

• Looking for Better Discounts on Body Parts from Dealers?

Then buy from your own company.

LET US WORK FOR YOU!

Premier Distributor of: DeBeer - GenRock - Northstar - Roberlo - Valspar Proud Supplier of

And Many More!

Our Profit Goes Into Your Pocket

973.373.7100 Call for Details

1470 Chestnut Ave. Hillside, NJ 07205

Visit us online at www.autobodydistributing.com New Jersey Automotive | March 2019 | 15

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Let talent shine.

BASF’s Vision+ Educational Expertise provides tailored solutions to customers from a wide variety of V+ University and V+ Technical University courses. Offered at over 24 locations across North America, BASF is constantly developing new content in OEM training, eLearning and more to keep our customers first-class.

BASF AUTOMOTIVE REFINISH COATINGS

™ basfrefinish.com Visit us at NORTHEAST® Booth 227

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THERE HAS NEVER BEEN A BETTER WAY TO BUY THE WORLD’S BEST ENGINEERED PARTS. THEY’RE CALLED “ORIGINAL BMW PARTS” FOR GOOD REASON. FOR UNCOMPROMISING PRECISION AND INCOMPARABLE QUALITY, YOUR BMW CENTER IS YOUR ONE-STOP SHOP FOR EVERYTHING BMW.

For Original BMW Parts, contact one of these authorized BMW centers: BMW of Springfield 391-399 Route 22 E. Springfield, NJ 07081 Toll Free: 800-648-0053 Fax: 973-467-2185 bmwofspringfieldnj.com

Paul Miller BMW 1515 Route 23 South Wayne, NJ 07470 PH: 973-696-6060 Fax: 973-696-8274 paulmillerbmw.com

BMW of Bridgewater 655 Route 202/206 Bridgewater, NJ 08807 PH: 908-287-1800 FAX:908-722-1729 bridgewaterbmw.com

Flemington BMW 216 Route 202/31 Flemington, NJ 08822 PH: 877-657-2787 Fax: 908-782-1795 njparts.com/bmw

Park Ave BMW 530 Huyler Street South Hackensack, NJ 07606 PH: 201-843-8112 FAX:201-291-2376 parkavebmw.com

Circle BMW 500 Route 36 Eatontown, NJ 07724 Parts Direct: 732-440-1235 Fax: 732-440-1239 wholesale@circlebmw.com circlebmw.com

Wide World BMW 125 East Route 59 Spring Valley, NY 10977 PH: 877-817-3895 Fax: 845-425-5080 wideworldofcarsbmw.com

BMW of Bloomfield 425 Bloomfield Avenue Bloomfield, NJ 07003 Parts Direct: 973-748-8373 psantos@dchusa.com

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EXECUTIVE DIRECTOR’S MESSAGE

Goodbye to the Collision Industry We Once Knew

by CHARLES BRYANT

A few short years ago, hardly anyone in the collision industry would’ve dreamed that they would be required to perform a scan on a damaged vehicle before and after repairs. In fact, most shops back then would have never imagined having to scan a car at all.

Today, a pre- and post-repair scan is not just suggested; it is required by most vehicle manufacturers that have issued position statements informing collision repairers that they MUST scan the vehicle before commencing a repair as part of the estimating or blueprinting processes. Then, repairers must scan the vehicle again after it has been repaired to make sure all of the issues were addressed and corrected.

That brings us to another now-familiar word that many shop owners or repair technicians had never heard of until just a few years ago. Blueprinting is a term that is now quite familiar in the collision industry. Most people think of it as a diagram or a blueprint, which is normally known as a plan for building a house. In the collision industry, a blueprint is a plan describing how automotive repairs must be conducted. This terminology came about because of the extreme changes to today’s vehicles. Many now refer to these extremely complicated automobiles as “rolling computers” because of complex, computer-controlled electronic features like blind spot monitoring, advanced brake assist and full-speed forward collision warning (just to mention a few).

Many of these items must be recalibrated after the repairs are completed in order for the vehicle to function as it is designed. A good example of this is a steering angle

sensor. Only a few years ago, many in the collision industry would ask, “What’s that?” The same goes for the word “recalibrate.” On most (if not all) modern vehicles, the steering angle sensor must be recalibrated after the vehicle has been involved in a collision. If it isn’t, the driver could be steering the vehicle straight and the steering angles could take it in a different direction – like into oncoming traffic.

This is just one of the many new operations that tend to make the industry unrecognizable from what it looked like just a few years ago, and it is getting more unrecognizable every day.

Shop owners and technicians who plan to stay in the industry are finally accepting the fact that things just aren’t what they used to be. If they plan to stay, they must get with the program. Technicians must now understand that they cannot just jump in and repair a vehicle in the same manner that they were able to only a few years ago. Now, the technicians must research the OEM repair procedures and create a written plan – or “blueprint,” as mentioned earlier – on how to commence, perform and complete the repair even before they start. This process can be extremely timeconsuming and complicated. However, it is now mandatory.

Shops that fail to do the research and follow a well-planned blueprint showing how a vehicle must be repaired can face liability for negligence. A good example is the recent case against John Eagle Collision Center in Texas, where the shop glued on a roof instead of welding it on as required by the OEM. The improperly repaired vehicle later failed in a collision, resulting in serious injuries to the occupants and ultimately a $31.5 million judgment against the shop. continued on page 20

Remembering David Piercy

Photo source: Honda of Toms River

On January 2, the New Jersey automotive community said goodbye to parts industry veteran David Piercy, who passed away at the age of 47.

Born in Bristol, PA, Piercy started out as a parts driver in his early twenties before moving on to managerial roles at a variety of Garden State dealerships. His decades in the business included time at David Michael Motor Cars in Freehold, Prestige Toyota in Ramsey and Burns Honda in Marlton, among others. Most recently, he had served as service and parts director of Honda of Toms River.

AASP/NJ Treasurer Tom Elder, who maintained a friendship with Piercy since the early ’90s, remembers him as a devoted family man and automotive professional who brought commitment and dedication to everything he did.

“He was one of the most organized parts guy you’d ever meet. He never had a scrap of paper out of place on his desk; every aisle in the parts department was absolutely perfect. His inventory was always right on the money, and he always accepted responsibility 100 percent. When you called Dave Piercy, the answer was always, ‘I’ll take care of it right now.’”

Piercy is survived by his wife, Darlene; his children Elizabeth, Emily, Erin and David; his parents; two brothers; and three sisters. AASP/NJ and New Jersey Automotive offer his family and friends our deepest condolences.

NJA

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Visit us at NORTHEAST® Booth 501

New Jersey Automotive | March 2019 | 19

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EXECUTIVE DIRECTOR’S MESSAGE

continued from page 18

CALENDAR

MARCH 6, 2019 Steel Unitized Structures Technologies & Repair Allstate, Wall MARCH 7, 2019 Steering & Suspension Damage Analysis Allstate, Bridgewater Color Theory, Mixing Toners & Tinting Ramada Inn – Newark Airport, Newark Squeeze-Type Resistance Spot Welding Reliable Automotive Equipment, Belford MARCH 13, 2019 Measuring LKQ Keystone, West Deptford MARCH 14, 2019 Plastic & Composite Repair LKQ Keystone, West Deptford Steel Unitized Structures Technologies & Repair LKQ Keystone, West Deptford Replacement of Steel Unitized Structures Ramada Inn – Newark Airport, Newark MARCH 15, 2019 Adhesive Bonding Allstate, Wall MARCH 20, 2019 Steering & Suspension Damage Analysis Allstate, Wall MARCH 21, 2019 Corrosion Protection Ramada Inn – Newark Airport, Newark Advanced Steering & Suspension Systems Damage Atlantic County Institute of Technology, Mays Landing NJA

For more information, visit i-car.com 20 | New Jersey Automotive | March 2019

What’s really interesting is that the insurance industry is acting like it is unaware of what is going on. I run the AASP/NJ Hot Line, and I constantly get calls from members informing me that certain insurers are refusing to pay for pre- and post-repair scanning and certain other OEM repair procedures like recalibrating even after being provided with the manufacturer’s position statement. It’s not like the old days when a shop would simply not do an operation like blend the paint because an insurer refused to pay for blending. Now, these OEM-required repair procedures must be performed. If not, people’s lives will be at risk, and the shop making the repair could be liable for failing to follow OEM repair procedures.

The bottom line is that everyone must say goodbye to the old collision industry and get on board with where we are today. That includes the insurers that are most often paying for the repairs that the collision shops are performing. Insurers are in the business of analyzing risk and are certainly capable of analyzing what is going on with the collision industry in terms of the changes to vehicles and the equipment, training and research required to repair them. Insurers are well aware that collision shops cannot perform these repair procedures at a Labor Rate that is less than the public is paying for lawnmower or bicycle repairs.

The time is now for all of us to say goodbye to the old collision industry and either get the new training, equipment and certifications required to repair these vehicles safely and properly or to start looking for a new way to make a living. It is also time for the insurance companies to stop shortchanging the collision industry and start paying Labor Rates that make sense based on the investment shops have to make to perform safe and proper repairs. They need to stop acting like they are unaware of what is taking place.

The collision industry is already at a point where there aren’t enough trained technicians to perform the repairs, and fewer qualified people are coming into the industry because shops can’t afford to pay them a reasonable salary based on their skill level because of the ridiculously low Labor Rates. I can tell you now that if the insurance industry does not get with the program and start being more reasonable, they are only going to hurt themselves as the combination of low Labor Rates and refusing to pay for the required OEM repair procedures drives more and more collision shops out of business.

Once that happens and there are only a few shops left, the remaining facilities will demand whatever they want for the repairs, and the insurers will have no choice but to pay what is demanded. Why would the insurance industry let things go that far when carriers are making plenty of money – with plenty more to go around?

One thing is for sure; we will be watching, and it will be interesting to see where things go from here. If anyone would like to discuss anything referenced in this message, I can be reached on the AASP/NJ Hot Line at (732) 922-8909.

NJA

NJA0319.qxp_NEW JERSEY AUTOMOTIVE 2/21/19 11:57 PM Page 21

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NJA0319.qxp_NEW JERSEY AUTOMOTIVE 2/21/19 11:57 PM Page 22

Minimum Wage: My Firsthand Experience

MECHANICAL CHAIRMAN’S MESSAGE

by KEITH KREHEL

When I was 16, I got my first job at a Gino’s restaurant. Anyone remember the “Gino Giant”? Besides burgers and fries, Gino’s also served Kentucky Fried Chicken. When I originally started, I made the minimum wage (less 10 cents), but I was happy to get the job so I could save for a car and have some spending money. After a short period of time, I was given a couple of raises, got promoted to “Chicken Man” and was taught how to cook the chicken. At this point, I was happy to be making slightly above minimum wage.

After a year or so, I left Gino’s to work at JCPenney Auto Center

“

because I wanted to become an auto shop teacher (which I eventually did).

Looking back at my time at Gino’s, no one really had a career (or livable wage) at that place other than the managers, who were adults. The rest of the crew were teenagers or college students. This was a “pass-through” job that usually allowed young people to get a first job without much or any experience.

Since 1992, when my business stopped selling gasoline, I recall only hiring one person at minimum wage. I offered him that amount for the following reasons:

Government-mandatory minimum wage increases will haunt us and have a negative net effect overall.

22 | New Jersey Automotive | March 2019

”

Although legally in this country for years, he barely spoke English, making communication a struggle.

He had no skills in the automotive field.

He was very limited to what he could do at my shop.

Because he worked hard, he eventually earned more than minimum wage, and he became an asset to the company. When I initially hired him, he was worth minimum wage (at best). If I was forced to pay him $15 per hour, I would not have hired him.

The economy at present is excellent, but under President Obama, we had eight lame years (with business largely in shackles). As a business owner, I sure don’t want more government interference. Let me make some predictions concerning the $15 minimum wage: Many jobs will disappear, as many businesses will be forced to adapt to stay afloat by eliminating jobs. An example would be fast food restaurants hiring less cashiers and using more kiosks. I have already witnessed this, and it is not good.

Some “marginal” businesses will close, Again, this will eliminate jobs. Not good.

Prices will basically go up across the board. Not good.

Fewer new businesses will be started. This is one statistic that will be hard to measure, but I am confident. Wages inherently grow when businesses become established and succeed, but high wages are tough to pay on a new venture.

NJA0319.qxp_NEW JERSEY AUTOMOTIVE 2/21/19 11:57 PM Page 23

Many gas stations will close earlier to cut hours during “marginally profitable” times of day. Prices will go up and selfservice will prevail, causing a loss of jobs. How many American youths got their first job pumping gas? Not good.

Businesses will try to hire less due to the high cost of labor. Not good.

More pressure will be on the new hires to “master” the jobs since they are being paid more than what they are worth per the free market.

There will be a ripple effect, as new hires’ pay will cause problems with present employees earning around the same amount.

The $15 minimum wage will stifle New Jersey for years to come, long after this government is gone.

Only six percent of women over the age of 16 earn the minimum wage. (How many single moms are there really earning minimum wage?)

In New Jersey, only 5.8 percent of hourly paid workers earn the minimum wage. (That excludes salaried employees, so as a percentage of the total workforce, that figure is even smaller.)

Seventy-eight percent of food industry (waitresses, bus boys, etc.) earn more than the minimum wage.

Nearly 96 percent of agriculture workers make more than the minimum wage.

Only four percent of high school graduates earn the minimum wage.

Only 8.4 percent of adults never married earn the minimum wage.

Only 2.2 percent of married adults earn the minimum wage.

Lastly, I recommend that you check out this link, which gives insight into who’s really steering the Raise the Wage campaign in our state: workingfamiliesunitedfornj.org/part ner_organizations.

NJA

Government-mandatory minimum wage increases will haunt us and have a negative net effect overall.

Upon speaking to a few people who favor this increase, I carefully and accurately noted that none of them ever did or ever will start a business.

According to the US Census, 60 percent of people living in poverty don’t currently work. Additionally, the Census reports that a majority of minimum wage earners come from families with incomes far above the poverty line, while the average family income for minimum wage workers exceeds $50,000 per year.

Here are some interesting figures from the US Bureau of Labor Statistics: Of the 75 million hourly paid workers in the US age 16 and over, only 4.7 percent earn the minimum wage or lower (tipped employees, trainees).

Seventy-nine percent of teenagers ages 16 to 19 make more than the minimum wage.

Only 2.9 percent of adults age 25 and over earn the minimum wage.

New Jersey Automotive | March 2019 | 23

NJA0319.qxp_NEW JERSEY AUTOMOTIVE 2/21/19 11:57 PM Page 24

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NJA0319.qxp_NEW JERSEY AUTOMOTIVE 2/21/19 11:57 PM Page 28

COVER STORY By Alana Bonillo

The most exciting weekend of the year is just days away.

Hosted by the Alliance of Automotive Service Providers of New Jersey (AASP/NJ), the 42nd annual NORTHEAST® Automotive Services Show returns March 15-17 to the Meadowlands Exposition Center in Secaucus. Boasting a monumental schedule of events, top-of-the-line exhibitors and a slate of educational courses, NORTHEAST will provide attendees with an experience that can’t be found anywhere else on the East Coast.

“I am really looking forward to another jampacked NORTHEAST,” shares AASP/NJ President Jerry McNee. “It has really been building from our success over the years. If you are in the market for tools and equipment from suppliers and vendors, it is a must-see event.

It’s better than NACE and as good as SEMA, if not better, to the automotive industry. Best of all,

NJA0319.qxp_NEW JERSEY AUTOMOTIVE 2/21/19 11:57 PM Page 29

REGISTER NOW! aaspnjnortheast.com

OFESSION PR EPAIRER AL R

FRIDAY, MARCH 15 SHOW HOURS 5pm - 10pm 3pm

Expand Your Customer Base – Reach More Online Collision Repair Customers Brent Betts, AP Media 5pm

ED

U C AT I O N PROGRA M

Business Data, Knowing Your Unknowns Craig Seelinger, Vision+Program Manager, BASF 7pm

*NEW COURSE* Scanning Best Practices Mike Anderson, Collision Advice

SATURDAY, MARCH 16 SHOW HOURS 10am - 5pm 10am

OEM Repair Methods & Advanced Technologies Dave Gruskos, Reliable Automotive Equipment 10am

Automotive Industry Disruption: Will Your Business be a Winner?

Frank Terlep, asTech 10am

Write it Right, with Life Nuggets to Live By Mike Anderson, Collision Advice 12:30pm

OEM Repair Panel: The Changing Landscape in Certified Repair & Understanding the OEM Repair Procedures Panelists: Aaron Clark (Assured Performance), Leigh Guarnieri (Honda), Mark Allen (Audi), Ken Park (Volvo) and TBA (Subaru) 3pm

Building the Bulletproof File: Documentation for Repair & Reducing Liabilities Mark Olson, VECO Experts 3pm

The Estimate Toolbox: Using FREE Resources to Complete an Accurate Vehicle Damage Repair Plan Danny Gredinberg, Database Enhancement Gateway 3pm

Safety System Alignment: A New Focus on Body Shop Profitability Paul Stern, LiftNow Automotive Equipment 5pm

Repairer to Repairer: Realities of Structural Repair & Tooling K. Michael Bradshaw, K&M Collision

SUNDAY, MARCH 17 SHOW HOURS 10am - 3pm 10am

Scanning & Calibration – Getting It Right for Successful ADAS Diagnostics Chuck Olsen, AirPro Diagnostics 10am

Damage Assessment Documentation: Key Steps for Maximum Reimbursement John Shoemaker, business development manager, BASF 10am

Expand Your Customer Base – Reach More Online Collision Repair Customers Brent Betts, AP Media 12:30pm

Embracing the Post-Repair Inspection 12:30pm

Not-Included Operations – Commonly Missed Items in Estimating Danny Gredinberg, Database Enhancement Gateway 12:30pm

You Schedule How? Charlie Whitaker, AkzoNobel

NJA0319.qxp_NEW JERSEY AUTOMOTIVE 2/21/19 11:57 PM Page 30

COVER STORY By Alana Bonillo it’s local.”

“Every collision shop in New Jersey should be at this extraordinary event,” adds AASP/NJ Executive Director Charles Bryant.

“NORTHEAST is the best place to see the latest equipment and learn where the industry is headed before it gets there.”

Industry-leading companies from all over the country are getting ready to hit Secaucus to take part in the country’s largest regional gathering.

“This is our third year at the show, and what we’ve come to realize is that it is a big show for us due to the quality of shops that attend,” says California-based Goliath Carts President/CEO Dito Diez. “We have a very big presence on the East Coast, so this gives us the opportunity to

meet customers and potential ones.

The show is growing with a lot of energy.”

For the second year in a row, the Washington Metropolitan Auto Body Association (WMABA) has partnered with AASP/NJ to offer the Collision Professional Repairer Education Program (Collision P.R.E.P.). All classes will be conveniently located at the Holiday Inn Harmon Meadow this year, just a few steps away from the Exposition Center. WMABA Executive Director Jordan Hendler can’t wait for the festivities to take place.

“WMABA is excited to team up again with AASP/NJ to host Collision P.R.E.P. for the Eastern US as the only opportunity to participate in nationallevel learning from the industry’s leading experts on this side of the

Pre-register online for NORTHEAST 2019 today it’s FREE! 30 | New Jersey Automotive | March 2019

country.”

Collision P.R.E.P.’s headline presentation, “Repairer to Repairer: Realities of Structural Repair & Tooling,” will feature K. Michael Bradshaw of K&M Collision of Hickory, NC for a discussion on the techniques, processes and considerations for repairers when it comes to structural repair methods and equipment.

Industry favorite Mike Anderson (Collision Advice) will debut a brandnew class, “Scanning Best Practices.”

He will address what shops are getting paid for scanning, what is included/not included and how to overcome common objections from third-party payers. Anderson will also present his ever-popular seminar “Write It Right, with Life Nuggets to Live By,” where he will discuss the documentation needed for conducting business in today’s world of properly repairing vehicles.

WMABA will once again assemble leaders from top vehicle manufacturers together for the largely anticipated OEM repair panel, “The Changing Landscape in Certified Repair & Understanding the OEM Repair Procedures,” on March 16.

Panelist Mark Allen, collision and equipment manager for Audi of America, Inc., hopes attendees will walk away with the same critical message that many OEMs have been sharing for the past several years.

“It is time to change your business to come into this new millennium and be ready to repair cars from our brands – as well as like-constructed vehicles from other manufacturers.”

Allen’s advice to repair professionals is to take a good look at their operations, understand who their consumer is and identify what vehicles they are driving.

“Don’t aspire to fix every car anymore; aspire to take care of your customer. Look at what trends are out there in your market. Is that customer going to change or stay the same?

Start looking at these sorts of things as you develop your business.”

NJA0319.qxp_NEW JERSEY AUTOMOTIVE 2/21/19 11:57 PM Page 31

OEM-required/recommended repairs will also be a critical discussion point for AASP/NJ Board member and Reliable Automotive Equipment President Dave Gruskos, who will return to NORTHEAST to present “OEM Repair Methods & Advanced Technologies.”

Repairers looking to get more familiar with or improve the way their shop addresses vehicles with advanced driver assistance systems (ADAS) will not want to miss “Getting It Right for Successful ADAS Diagnostics.”

As presenter Chuck Olsen of AirPro Diagnostics explains, “ADAS repair procedures and calibration requirements must be followed to a ‘T.’ If you make a mistake during the repair – such as overlooking proper installation and alignment of parts or an incorrect thrust angle from alignment – you won’t be successful in ADAS functionality. The same is true when it comes to following OEM service information and knowing what must be done – and when. There are excellent repairers out there, but if you are not very careful, you can really run into serious problems.”

John Shoemaker, BASF Automotive Refinish business development manager, will present “Damage Assessment Documentation: Key Steps for Maximum Reimbursement” on March 17. The industry veteran intends to show repairers ways to document a repair so that everyone from the estimator to the painter and parts person understands what needs to be done.

“It is important that a damage appraiser answers the questions before they are asked.”

With a stellar education slate in place and hundreds of exhibitors anxious to appear at NORTHEAST, AASP/NJ is excited to present what is sure to be the biggest event in New Jersey industry history.

“Collision repairers absolutely can’t afford to miss the chance to take advantage of the opportunity to learn about all the new and exciting

developments happening in our industry, all under one roof and right here in our backyard,” says AASP/NJ Collision Chairman Dennis Cataldo, Jr. “Between the fantastic slate of educational courses and the ability to view top of the line equipment, it’s a one-stop shop for success.”

AASP/NJ thanks these generous sponsors for their support of NORTHEAST 2019: Platinum Sponsor: BASF; Gold Sponsor: Ford;

Silver Sponsors: American Honda Motor Co., NJ Parts Flemington and PPG; Lanyard Sponsor: Innovative Solutions & Technology; Attendee Prize Sponsor: Axalta; General Sponsor: Sherwin-Williams; and Family Day Sponsor: CARSTAR. For more information on NORTHEAST or to pre-register for free, visit aaspnjnorth east.com.

NJA

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Cherry Hill Audi 2261 Marlton Pike West Cherry Hill, NJ 08002 Wholesale: 856.665.5660 Fax: 856.773.4077 email: parts@cherryhillimports.com www.cherryhillaudi.com

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New Jersey Automotive | March 2019 | 33

NJA0319.qxp_NEW JERSEY AUTOMOTIVE 2/21/19 11:57 PM Page 34

LOCAL NEWS By Alana Bonillo

Dave Gruskos Delivers OEM Certification Prep The Alliance of Automotive Service Providers of New Jersey (AASP/NJ) recently hosted “OEM Certifications: Not Just a Fad,” a timely and valuable presentation given by AASP/NJ Board member Dave Gruskos, president of Reliable Automotive Equipment, at his facility in Belford.

A noted speaker and frequent presenter at the NORTHEAST® Automotive Services Show, Gruskos gave an eye-opening look into the challenges and benefits associated with applying for OEM certifications while simultaneously stressing the importance of following their guidelines.

“Your world is getting very complicated. It’s changing at a rapid pace, and it’s either going to make you step it up or go in a different direction.”

Gruskos cited examples of technological changes and enhancements to drive home the point that the need to follow automakers’ guidelines is mandatory. Referencing the widely discussed John Eagle lawsuit, he pointed out that shop owners do not want to find themselves liable down the line if their facilities do not repair a vehicle correctly.

“These cars can come back to haunt you,” he offered, adding that position statements are “not a suggested way – [they are] the way to repair a car.”

If a business wants to really stay in the game, Gruskos believes that investing the time and money into obtaining certification will be worthwhile.

“You can’t survive in this business and not be certified by

34 | New Jersey Automotive | March 2019

[an OEM]. It’s just not going to happen.”

The presentation detailed various aspects of the certification process, from researching the required OEM equipment to realizing the financial investment and determining the ROI. Additionally, Gruskos stressed that facility owners/managers must be realistic about what can and can’t be done. For example, the cost of applying for three OEM certifications could likely bankrupt a small shop. In this case, he recommended that one certification would be more than enough.

Shops must also be aware that applying for certification is a hefty investment. The training required will come at a considerable cost and take multiple staff members out of the shop for an extended period of time.

Possibly the most crucial aspect of pursuing an OEM certification is the on-site facility inspection.

“Don’t have an inspector come to your shop if you are not prepared,” Gruskos said, reiterating that a dirty location is not going to go far. He has known OEM inspectors to walk into a shop’s clean room with a magnet in hand to see if it picks up metal shavings. Key areas of interest for inspectors include an adequate waiting room for customers and a clean frame machine and measuring system. They will take everything into consideration, including the facility’s bathroom and other things a shop owner may not typically think about. An unkempt facility could be an instant rejection.

Gruskos told attendees that if the only thing they took away from his seminar was to download manufacturers’ position statements going forward, then they were already ahead of the pack.

“It is extremely important to just simply do it the right way.”

For more information on upcoming AASP/NJ training events, visit aaspnj.org.

NJA

NJA0319.qxp_NEW JERSEY AUTOMOTIVE 2/21/19 11:57 PM Page 35

Visit us at NORTHEAST® Booth 335

RAE is North America’s premier supplier of OE certified repair equipment. Our OE approved systems and products are the “preferred choice” for use in collision repair because the system or products have already been pre-screened by the car manufacturer.

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YOU tell us what and when and WE worry about how to get you the right parts when you need them.

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36 | New Jersey Automotive | March 2019

NJA0319.qxp_NEW JERSEY AUTOMOTIVE 2/21/19 11:57 PM Page 37

Visit us at NORTHEAST® Booth 408

Left to right: Bill Grasso (Operations Mgr.), Bill DiRusso (Director), Dennis Davenport (GM), Bill Curren (NJ Sales Rep.) and Nick Halliday (Sales Mgr.)

New Jersey Automotive | March 2019 | 37

NJA0319.qxp_NEW JERSEY AUTOMOTIVE 2/21/19 11:57 PM Page 38

NJA0319.qxp_NEW JERSEY AUTOMOTIVE 2/21/19 11:57 PM Page 39

Visit us at NORTHEAST® Booth 331

New Jersey Automotive | March 2019 | 39

NJA0319.qxp_NEW JERSEY AUTOMOTIVE 2/21/19 11:57 PM Page 40

FEATURE By Joel Gausten

Drama, a DrP and a

Disaster

one thing to write about collision repair, but it’s another thing entirely to experience the process

it’s

re-rePair

firsthand.

Well, I did exactly that not too long ago.

And it was a complete nightmare.

Last October, I was inside my parked car checking messages on my phone when a driver attempting to park in the adjacent space grossly misjudged the distance and plowed into me. Although I was physically unharmed in this minor collision, my car suffered a dented-up driver’s side fender and front bumper. A repair was imminent.

Thus began one of the most frustrating and ridiculous experiences of my life.

In all my years of covering the industry, I’ve never once heard of the company listed on the at-fault driver’s insurance card. That raised a red flag in my mind, so I immediately decided to bite the bullet and file a claim with my insurer, GEICO, instead of trying to deal with a company I’ve heard absolutely nothing about. After the police officer arrived at the scene and took our information, I went home and called GEICO to get things started.

Right off the bat, I knew I wanted my vehicle repaired at a GEICO Auto Repair Xpress shop. To be frank, the vast majority of “shops” I’ve seen where I live in New Hampshire (that is, when I’m able to actually see through their filthy windows) haven’t filled me with tremendous consumer confidence. Life up here can often feel a good 20 years behind the times, so I wasn’t about to allow myself to feel that same way as my car entered a bay. I figured that going with the closest GEICO shop – even when it was a good 35 minutes away from my home – would at least provide some level of checks and balances during my repair. After all, insurers track their shops’ KPIs, repair quality and customer feedback, don’t they?

To GEICO’s credit, the claims representative I got on the phone stressed that I did not have to use one of the company’s program shops. This message was immediately repeated to me the moment I met up with the GEICO appraiser at the Auto Repair Xpress location. It was refreshing to not feel pressured to utilize a certain facility, and I was very pleased that my insurer was so forthcoming in reminding me of my rights as a consumer.

Let’s talk about the shop. It is a very large repair facility that services a prominent dealership in the area. As soon as I entered the reception area, I spotted a display with brochures touting the benefits of I-CAR Gold Class and a sign extolling the virtues of vehicle scanning. The place was also quite clean, and the staff members I encountered were polite and professional.

Things were off to a great start.

As a vehicle owner, I like to drive my cars – which are always economy models – until I can’t get another second of life out of them. That’s why I currently drive a 2008 Toyota Yaris with 170,000-plus miles. To be fair, I didn’t expect my insurer to supply me with fresh and shiny OEM parts for a car of that age, and I went into the repair process expecting to receive high-quality used parts for the damaged fender and bumper.

Aftermarket parts were not an option for me, especially since I’m in fairly regular contact with Todd Tracy these days and, well, you just don’t mess with Texas.

Of course, aftermarket is exactly what the GEICO estimator wanted to put on my car. He explained that since I had filed the claim through them, they would only pay for repair work up to the limits of my policy and pursue the most cost-effective way to do so.

First of all, I was not the at-fault driver; shouldn’t this (at least in principle) be a blank check since GEICO would later handle this through subrogation anyway?

Second, shouldn’t the word “safest” replace

“cost-effective” when an insurer lays out its plans for a repair? Why would an estimator actually tell a policyholder that they’re going for the cheapest option – especially with policy renewal time right around the corner?

In any event, I told the GEICO estimator that I would not accept any aftermarket parts on my vehicle unless he could provide me with the crash test data for those products. He responded by saying that the parts were certified. I still refused to accept them and told him I would gladly pay the difference for highquality used parts. I also just happened to mention what I did for a living, and we had a nice chat about the then-upcoming SEMA Show.

Ultimately, he wrote to repair the bumper and replace the fender with a used part (but only if that part was “insurer quality.” Those words made me shudder.)

The estimate came to $990.05 for a threeday repair, and I scheduled the work to begin the Monday after SEMA. Naturally, it wasn’t a three-day job. In addition to the usual supplement, the shop was unable to source a decent used fender in the area and eventually went with the new OEM option (which my insurer paid for, thus earning them a check in my plus column.) I finally got the call to pick up the car on the ninth business day – Black Friday. After running errands all day, I got to the shop as the sun was beginning to set. I walked in the office, signed the necessary paperwork, paid the bill (via the money I had already received from GEICO – another positive checkmark)…and was then told to go find my car in the parking lot.

No walk-around with a customer service rep? No attempt to see if I had any follow-up questions once I got to my car? Very odd – and more than a little concerning.

Even with the limited outside light, I could see there were issues with my car as I approached it. For one thing, the edge

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Visit us at NORTHEAST® Booth 721

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FEATURE guard above the front driver’s side tire was crooked, while the rubber fender trim wasn’t fully attached to the car and sticking out more than it should. Exhausted and cranky after a very busy afternoon (and with the shop minutes away from closing), I decided to let it slide for the time being and just get home for the evening. Turning my key in the driver’s side lock, I felt much stronger mechanical resistance than usual.

I got in the car, started it, backed up about six inches and thought, “No! I’m going to get them to address these things now.” I drove the car back into the parking space, got out and locked the driver’s side door

out of habit. Hmm…the resistance from the lock was still pretty strong. I then went to unlock it and…the door wouldn’t open. At all. Something was definitely wrong.

After going back to the reception area and waiting several minutes, the technician who washed the car – thinking that the lock might have frozen after it was brought outside – walked me out to my car to have a look at the door. The door still didn’t budge.

“I’m not sure what’s going on,” the tech said, shaking his head. “I’ve only been here a week.”

After later explaining the situation to

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the shop’s estimator (who presumably had a little more than five days’ experience at the shop), it was determined that the door had been put on incorrectly after being removed during the repair. The car was brought back in the bay (after a tech crawled in through the passenger side), and the issue was fixed just as the shop closed for the weekend. Unfortunately, I was informed that I would have to come back the following week – and make a special 70-minute roundtrip – for them to fix the other issues I brought to their attention.

This annoyed me, but I was tired and just wanted to get home to my evening commitments by that point. I agreed to come back in a few days.

I returned to the shop the following Wednesday; within an hour, the edge guard and fender trim looked better than before. As I got in my car, I joked to the shop’s estimator, “Don’t take this the wrong way, but I hope I never have to see you again.” We both chuckled as I drove away.

That evening, the power in my neighborhood went out for several hours.

As I drove down the road to run a quick errand, I couldn’t help but notice that my headlights seemed dimmer than usual. I chalked it up to my pitch-black surroundings and forgot about it. Two nights later, I was back on the road at night – this time driving a long distance for something I couldn’t cancel. Again, the lights looked strange. I pulled into the nearest rest area…and stared in disbelief at a completely dead driver’s side headlight – which of course had been removed and reinstalled by the shop during the repair.

“Furious” is the G-rated description of how I felt.

I spent the rest of the evening driving to and from my destination with my brights on whenever there wasn’t a passing car.

Inevitably, I got pulled over by a policeman – who quickly got perhaps the most surreal excuse ever from anyone driving with a bad light. I showed him the invoice from the shop, which thankfully was still sitting on my passenger seat, and explained that the malfunctioning headlight appeared to be the result of the shop’s negligence. Thankfully, he bought it, and I was sent on my way to stew, cuss and curse the shop and GEICO the rest of the drive home.

The following day was a Sunday, and I made it a point to leave a message with the GEICO estimator to call me at 8am Monday morning. I gave him a brief summary of the unreal experience I had with the shop and that I couldn’t be unhappier with how I had been treated as

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a policyholder. After not receiving a call back by 9am the following morning, I called up the guy’s supervisor and left a similar message. Within minutes, the supervisor called me back. I started the conversation by saying, “This is the part of the job where you deal with an irate customer.” First, I told him that I found it odd that I never received a single followup call from GEICO in the six business days following the completion of the initial repair. I then told him I could give GEICO one last chance to get their shop in line or I could take up the matter directly with the New Hampshire Insurance Department. He assured me that a call to the Department was unnecessary and that GEICO would address the matter promptly. I scheduled another appointment with the shop for 8am the following morning. I later received a very apologetic call from my original GEICO appraiser, who said that his delay in calling me back was due to an unexpected family emergency. I accepted his apology and advised him to make sure his company did whatever would be necessary to make things right.

Once I arrived at the shop for yet another re-repair, I was greeted by a new GEICO rep who had no clue why I was there. Wonderful. After filling him in, the shop’s estimator came out. Poor guy.

“This is the third time I’ve gone back and forth with you on this car,” I said.

“Take six months to get this right if you need to; I don’t care. I don’t want to be bothered until this car is perfect. If I have to come back here a fourth time, it will be in connection with a consumer fraud case.”

After I received the requisite showering of “yes, sir,” I drove off in another rental car. Two days later, I picked up my car after an out-of-state work trip. The shop estimator explained that the light appeared to have failed due to age and corrosion. (What an odd coincidence that it also happened to be the light that was touched by the shop’s techs during the original repair!) While I initially assumed the shop was saying this to back out of eating the cost of the new items and the associated labor, I wasn’t charged a dime. As of this writing, I haven’t had a reason to return to the shop – which is good news for all parties involved. I hope I never have to drive in that shop’s direction again; I suspect they feel the same about me. I’m currently considering my future as a GEICO customer very carefully.

What began as a $990.05/three-day repair turned into $1,596.14, 11 days and three re-repairs. What a joke. I’m not continued on page 50

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44 | New Jersey Automotive | March 2019

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46 | New Jersey Automotive | March 2019

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INDUSTRY ADVICE

ASK MIKE

How Has the World of Estimating Evolved?

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

This month, we “ASK MIKE” to share some of his recent experiences working as a part-time estimator as part of his industry consulting business, Collision Advice. We at New Jersey Automotive hope you find the following exchange useful, and we encourage you to reach out to us if you have a question for Mike on this or any industry-related matter that he can answer in a subsequent issue.

New Jersey Automotive: In your current role as an industry consultant, you occasionally work as an estimator at your client shops. A lot has happened in this industry since you sold your shops almost nine years ago. What are the biggest things you experience now as an estimator that are surprising when compared to the way things were back when you ran your businesses?

Mike Anderson: When I was in business, we always did quality repairs. I know everybody says that, but we truly did. But today, the amount of time that it takes to research repair procedures, and the amount of sales that an estimator can handle now versus even five years ago, has changed greatly. The amount of time that it takes to meet customers’ expectations in regard to service is greater than in the past. I recently wrote an estimate for a Nissan quarter panel replacement, and it literally took me five hours to research all the OEM repair procedures, calibrations and onetime-use parts. Writing an estimate today is much more labor-intensive than it ever was back in the day. Eight years ago, we could write a $20,000 job in four hours. Today, it’s not just about taking the car apart and punching everything in.

In regard to human resources, I had someone – my assistant, Tiffany – doing all my bookkeeping, accounting and HR. Today, there are many more things that you have to worry about. You need to make sure your employees aren’t posting pictures of a client’s car on Facebook. You have to make sure you’re abiding by all the laws in regard to pay plans. There’s so much more time in human resources now. Today, there are so many more I-CAR classes and OEM training courses. KPIs were always important, but today there are three times as many of them that you need to manage as a business owner.

Things have changed a lot in the past eight years. You really have to work smart and utilize technology to be efficient and effective. It’s not cut and dried anymore; it’s much more labor-intensive on the administrative side.

NJA: What is your impression of current shop-insurer relationships? Have you seen improvements in that over the years, or are there still major issues that haven’t been properly addressed?

MA: Back then, the friction points were things like feather, prime and block or finish, sand and buff – stuff that you really wouldn’t have liability over. Today, the friction points are more over things that have a huge amount of liability. Today, the friction points are following OEM repair procedures to a ‘T,’ scanning, calibrations and more. Also, I think the entry-level costs for somebody to open a body shop today are much higher than they were 10 years ago for the different welders, rivet guns, aluminum stalls and certification fees. The overhead expenses are much greater. It was easier to make money 10-15 years ago. You can still make money today, but you’ve got to work harder to get it.

NJA: Based on your consulting work, what are some of the primary issues or areas of concern that you’d like to see shops make more of an effort to address this year?

MA: Before, you could run a business by your gut. Today, everything you do has to be strategic and well thought out. You need to decide what your return on investment is going to be. In some cases, you almost have to become a specialist in certain vehicle bands. You can’t be all things to all people today; you have to determine where your focus is going to be in the future.

We use computers so much today, and you need to worry about firewalls, spam and privacy. While they should have been a concern back then, they were not as important then as they are today. There is a higher financial commitment today for IT infrastructure as opposed to 10 years ago.

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

NJA

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FEATURE continued from page 43 going to kid myself or anyone reading this and suggest that my story was an isolated case of bad luck at a crummy shop. Let’s get real; this happens all the time in this industry. If this shop – a GEICO DRP – could mangle a straightforward repair on a Yaris, how are they handling $20,000 repair orders?

Here are some additional questions to consider: Why do insurers think it’s reasonable to go for the cheapest repair option when some customers – like yours truly – select a policy based on coverage and not just price? The cute little character in GEICO’s commercials that talks about how much I can “save” on insurance didn’t encourage my purchasing decision – the quality of coverage I thought I was paying for did. I deserved more than the “most cost-effective” repair method possible from my insurer. Shame on them.

Where is I-CAR in all of this? This was a Gold Class shop.

Embarrassing. Talk about a stain on the I-CAR brand. Those nice Gold Class brochures should always be worth more than the paper they’re printed on, and I-CAR should always mean more than just a logo on the wall.

Why is this shop allowed to stay on GEICO’s program and continue to perform dealership work?

Why did I receive more calls and follow-ups from Enterprise Rent-ACar than I ever did from GEICO and the DRP during this ordeal? What’s the real priority here?

Why was this whole situation allowed to take place when it was known from the beginning that I was a journalist who covered the collision repair industry?

Well, at least GEICO was right about one thing during this mess: I do have the right to take my car anywhere I choose.

So, thanks for the friendly reminder, Mr. Gecko. I’ll be sure never to take it to one of your shops ever again.

NJA

50 | New Jersey Automotive | March 2019

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New Jersey Automotive | March 2019 | 51

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52 | New Jersey Automotive | March 2019

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MAINTAIN AN INFINITE INVENTORY OF ORIGINAL MINI PARTS.

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ARANJ Wharton Insurance Briefs

The Automotive Recyclers Association of New Jersey

I want to discuss a situation that has occurred with several of my clients. There are situations when a minor accident (auto or workers’ compensationrelated) occurs, you handle/settle the claim yourself and it doesn’t seem necessary to report it to the company.

However, any time a claim (especially when there’s a person or bodily injury involved) occurs, it needs to be reported to the company or your agent as soon as you are made aware of it. Not reporting it could result in the denial of the claim. This is outlined in the policy provisions entitled “Duties in the Event of Accident, Claim, Offense, Suit, Loss or Acts, Errors or Omissions.” (It could be under another named provision.)

As a reminder, if you are made aware of an occurrence of a claim, regardless of whether you believe the claim is your fault or not, it must be reported upon first knowledge.

As always, if you have any questions, please contact me.

Mario DeFilippis, AAI Vice President 800-221-0003 (ext. 1320) 908-513-8588 (cell) mdefilippis@whartoninsurance.com

ARANJ Officers

President Rodney Krawczyk Ace Auto Wreckers (732) 254-9816 aceautonj@comcast.net

1st Vice President Ian Szoboszlay Ocean County Auto (732) 349-0332 ian@cosmosautoparts.com 2nd Vice President Darryl Carmen Lentini Auto Salvage (908) 782-6838 darryl@las-parts.com

3rd Vice President Mike Ronayne Tilghmans Auto Parts (609) 723-7469 tilghmans@snip.net

Past President Bob Dirkes Dirkes Used Auto Parts (609) 625-1718 dirkesauto@gmail.com

ARANJ Board of Directors

David Yeager EL & M Auto (609) 561-2266 elandmauto@aol.com

Ed Silipena American II Autos (609) 965-6700 esilipena@yahoo.com

Norm Vachon Port Murray Auto (908) 689-3152 portmurrayauto@yahoo.com Dylan Rinkens East Brunswick Auto (732) 254-6501 ebautonj@comcast.net

OUT OF BODY (AND MECHANICAL) EXPERIENCES

continued from page 11

minutes go by with no sign of him. An hour. Nothing. Ninety minutes later, he comes walking through the door. “What the hell happened?” I asked.

“Well,” he said hesitantly, “I was driving down the street and I couldn’t find it, so I pulled over and asked someone where it was. I followed the directions and ended up at the actual subway station in Newark.” I not only got my sandwich, but a story for the ages too. LOL. We have been going to the Subway in town since it opened. We used to go a lot more often, but these days it’s more like once every six months. Today it happened to be snowing and sleeting, so on my way to the bank I decided to stop and get a quick sandwich. Late afternoon Nutley was a ghost town. No one was around; I must have been their only customer in hours.

Now being a longtime Subway customer who has been to many locations up and down the east coast, I knew the routine. I order a six-inch roast beef sub on an Italian roll with lettuce, a TON of onions, salt, pepper and oregano.

Typically, the server puts on a few onions every time so I am prepared to say, “Please put a handful on.” It usually takes two times for them to understand and then I make my standard “my wife loves when I eat this” joke. This idiot, an older guy who had to be in his forties at least, puts maybe three onions on the sandwich. “Please can you add more on?” He puts on another two onions (when I say onions, I mean pieces of onions, maybe a quarter of inch long). I say, with a smile on my face and in a friendly tone, “Please put on a handful.” He puts two more on. I say, “I’ll pay extra for it.”

“Subway only lets me put on this amount of onions and I’m not allowed to charge you extra for them.”

By this time I’ve had it. I just stare at him. Finally, he grabs a handful and says with an attitude, “Is this enough?” I smiled and said “Yup.” Paid my money and left.

But as I drove back to the office, I got angrier and angrier. Screw this guy. I went on the Subway website and sent them an email detailing the experience. A short time later they emailed me back saying each store is independently owned and that the owner would be in contact with me. I swear to you, not 30 seconds later, the phone rang. It was the owner of the Subway asking me what the problem was. I started to relay my experience to him and he said, “Yes, I know. I was the server.” I asked him if this is the way he treats all his customers. But he couldn’t hear me because he kept talking over me, arguing about the amount of onions. I asked him, “Is half of a penny’s worth of onions worth all of this?” Again, he didn’t hear me. He was still yelling when I finally hung up.

A few minutes later, I called him back and told him how long I have been in town and that he picked the wrong guy to piss off with that kind of attitude. I was going to call all my friends. Go on the town Facebook page, Yelp, TapInto Nutley...you get the idea. Real tough, right? All I did was email Subway headquarters again.

I know what you’re all thinking.

You’re thinking…

Well done.

NJA

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Superior service starts with superior parts.

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56 | New Jersey Automotive | March 2019

Mazda of Lodi 130 Route 46 East Lodi, NJ 07644 Phone: 866-716-0511 Fax: 973-594-4933 www.mazdaoflodi.com

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New Jersey Automotive | March 2019 | 57

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Visit us at NORTHEAST® Booth 141 New Jersey Automotive | March 2019 | 59

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60 | New Jersey Automotive | March 2019

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