Pure Genius.
Built-in storage for additional arms.
Double action lever for fast arm changes.
G1 arm included.
Additional arms available to address almost every repair.
Collapsible boom extends up to 8' in the air.
Electrode automatically retracts in less than 2 seconds.
Lightweight gun weighs less than 25lbs.
Efficiency, sustainability, and ease of use – these are just three of the reasons why PPG’s Envirobase High Performance waterborne paint system is the trusted choice for more than 40,000 body shops around the globe.
But the benefits don’t stop there. The Envirobase High Performance paint system supports fully digitalized repair processes and is compatible with every tool in the PPG LINQ™ digital ecosystem, making it the perfect solution for modern collision centers.
The refinish industry is always evolving. Our PPG experts continue to develop new products that enhance the core Envirobase High Performance waterborne system and help body shops meet changing demands and challenges.
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.
We not only sell WHOLESALE GENUINE PARTS across the tri-state area, but we also offer a knowledgeable team of parts specialists who will find the component you need for a seamless vehicle repair. WE WILL GO THE EXTRA MILE FOR YOU!
AUDI QUEENS
30-35 College Point Blvd. Flushing, NY 11354
Wholesale Direct: 929.297.0788
parts@audiqueens.com audiqueens.com
MERCEDES-BENZ OF BROOKLYN 1800 Shore Pkwy. Brooklyn, NY 11214
Wholesale Direct: 718.258.7055
parts@mbofbrooklyn.com mbofbrooklyn.com
MERCEDES-BENZ OF CALDWELL 1220 Bloomfield Ave. Caldwell, NJ 07006
Wholesale Direct: 973.808.0204
Parts@mbofcaldwell.com mbofcaldwell.com
JAGUAR BROOKLYN 809 Neptune Ave. Brooklyn, NY 11224
Wholesale Direct: 929.583.6492
parts@jlrbrooklyn.com jaguarbrooklyn.com
LAND ROVER BROOKLYN 809 Neptune Ave. Brooklyn, NY 11224
Wholesale Direct: 929.583.6492
parts@jlrbrooklyn.com landroverbrooklyn.com
LEXUS OF BRIDGEWATER 1550 US-22 Bridgewater, NJ 08807
Wholesale Direct: 866.679.7054
parts@lexusbridgewater.com lexusofbridgewater.com
LEXUS OF EDISON 711 US Highway 1 Edison, NJ 08817
Wholesale Direct: 732.593.6860
parts@lexusedison.com lexusofedison.com
COLLISION SIMPLIFIED
“Gary, I wanted to thank you for your continued support for my latest purchase of the Autel ADAS Calibration system. You provided the training we needed and most importantly you provided a direction when calibrations needed a little more technical advice. I’ve had the good fortune of finding you many years ago to supply my necessary computer scan tools to stay current and relevant in this everchanging environment.
I use the analogy of running a business is like being a captain of a ship. My job is steering the ship and plugging the money holes all while navigating into calm profitable waters. After 36 years in business, I can say buying from you and attending many of your Technical Training classes has directly facilitated my continued success in the Auto Repair business.
I’ve owned the Autel ADAS system for over a year. HUGE Success.
Your extensive technical training background has led you to a great business opportunity to provide a valuable needed service that many garages and body shops don’t provide. Most cars leave body shops and repair facilities not getting the necessary Calibrations. The more I know the more I see the opportunity to make cars safer for everyone. One of the lessons I’ve learned is that business owners don’t tell other businesses where their Honey hole is. Buying from you with your training and after purchase support is a honey hole they don’t have to miss out on.”
Bill Murphy, Owner Auto Clinic -Pepperell, MA
P.O. Box 734
Neptune, NJ 07753
EXECUTIVE DIRECTOR
Charles Bryant 732-922-8909 / setlit4u@msn.com
2023-2025 OFFICERS
PRESIDENT
Ken Miller, 821 Collision, LLC (973) 949-3733 / kmiller@821collision.com
COLLISION CHAIRMAN/
PAST PRESIDENT ATTENDING
Jerry McNee, Ultimate Collision Repair, Inc. 732-494-1900 / ultimatecollision@att.net
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
Dennis Cataldo, Jr., D&M Auto Body 732-251-4313 / jr@dnmautobody.com
Brad Crawford, Livingston Collision, Inc. 973-992-5274 / livingston.collision@gmail.com
Gary Gardella, Jr., County Line Auto Body 732-363-5904 / countylineautobody@gmail.com
Jeff McDowell, Leslie’s Auto Body 732-738-1948 / chacki@aol.com
Danielle Molina, 821 Collision (973) 949-3733 / dmolina@821collision.com
Ted Rainer, Ocean Bay Auto Body 732-899-7900 / ted@oceanbayautobody.com
Anthony Trama 973-818-9739 / anthonytrama@aol.com
BOARD ALLIED
Joe Amato, The Amato Agency 732-530-6740 / joesr@amatoagency.com
Mike Kaufmann, Advantage Dealer Services 973-332-7014 / mkaufmann@advantageds.com
LOCAL NEWS
16 AASP/NJ Members Garner Negotiation Tactics and More from Matthew’s Auto Supplies by Alana Quartuccio
18 Countdown to AASP/NJ’s Annual Golf Outing is Underway
17TH ANNUAL LOU SCORAS GOLF OUTING
19 Tuesday, September 17, 2024 Knob Hill Country Club, Manalapan, NJ
AASP/NJ MEMBER PROFILE
20 Gifford Auto Body Collision Repair: “Not Just Vettes,” Manville by Kaitlyn Gavidia
COVER STORY
28 Slaying a Giant: Consumer Defeats Progressive in Short-Pay Lawsuit by Chasidy Rae Sisk
PRESIDENT/PUBLISHER
Thomas Greco / thomas@grecopublishing.com
VICE PRESIDENT/SALES DIRECTOR
Alicia Figurelli / alicia@grecopublishing.com
EDITORIAL DIRECTOR
Alana Quartuccio / alana@grecopublishing.com
SENIOR CONTRIBUTING EDITOR
Chasidy Rae Sisk / chasidy@grecopublishing.com
OFFICE MANAGER
Donna Greco / donna@grecopublishing.com
PRODUCTION COORDINATOR
Joe Greco / joe@grecopublishing.com
CONTRIBUTING
Published by: Thomas Greco Publishing, Inc.
Chestnut Street, Suite 202, Nutley, NJ 07110 Corporate: (973) 667-6922 / FAX: (973) 235-1963
www.grecopublishing.com @grecopublishing
AUTOMOTIVE RECYCLERS ASSOCIATION OF NEW JERSEY
38 Wharton Insurance Briefs by Mario DeFilippis
THOMAS GRECO PUBLISHING NEWS
39 Thomas Greco Publishing Names Alana Quartuccio Editorial Director
Charles
Ed
Dave
Tom
Bob
Rich
Mike Kaufmann
Wes Kearney
Nick Kostakis
Jim Kowalak
Keith Krehel
Joe Lubrano
Michael Lovullo
Jeff McDowell
Sam Mikhail
Ron Mucklow
George Petrask
Russ Robson
Jerry Russomano
George Threlfall
Anthony Trama
Cynthia Tursi
Lee
Paul Vigilant
Rich
Brian Vesley
Glenn Villacari
Stan Wilson
Joe Amato, Sr.
You’ve got the right tools, staff, technology and procedures to give your customers the best repair possible. The missing piece of the puzzle? Genuine Volkswagen Collision Parts. Contact an authorized dealer today and find your perfect fit.
Ciocca Parts Warehouse
8 Minneakoning Road
Flemington, NJ 08822
Toll Free: 800-221-1256
Fax: 908.782.1795
rmuir@cioccadealerships.com www.cioccaparts.com
Paul Miller Volkswagen 118 Morristown Road
Bernardsville, NJ 07924
TOLL FREE: 877-318-6557
LOCAL: 908-766-1600
FAX: 908-766-6171
Email: aaitchison@paulmiller.com www.paulmillervw.com
“Volkswagen“ and the Volkswagen
Douglas Motors
491 MORRIS AVE. SUMMIT, NJ 07901
PHONE: 908-277-1100
FAX: 908-273-6196
TOLL FREE: 800-672-1172
www.douglasvw.com email: douglasparts@douglasautonet.com
Trend Motors 221 Route 46 West Rockaway, NJ 07866
888-267-2821
fax: 973-625-4985 www.trendmotors.com email: dreinacher@trendmotors.com
Crestmont Volkswagen 730 ROUTE 23 NORTH
POMPTON PLAINS, NJ 07444
TOLL FREE: 800-839-6444
fax: 973-839-8146
www.crestmontvw.com email: vwparts@crestmont23.com
Can’t Catch a Brake
I love my town. Honestly, I really do. I’d say having lived in Nutley for 63 years, and also having my business located here for 36 years, kind of proves that. Needless to say, I think Nutley is unique in many ways.
For instance, we are one of the few municipalities in the state that has a commission form of government as opposed to a mayor and a city council. Nutley’s population warrants a five-member board,
by THOMAS GRECO, PUBLISHER
and each commissioner serves as a department head for one of the following departments: Department of Public Affairs; Department of Public Safety; Department of Public Works; Department of Parks and Public Property; or Department of Revenue and Finance, with each having complete control over the executive, administrative, judicial and legislative powers over their independent departments. The commissioners function as the legislative authority of the municipality. They are elected at-large in nonpartisan elections to serve concurrent four-year terms. The mayor is selected from among the commissioners (often the one who received the most votes), makes most of the key appointments and has a vague, often undefined, supervisory authority. The salary for commissioners is a whopping $2,250 per year, with the mayor receiving $2,700!
Another unique feature of our town is that there is absolutely no overnight parking allowed from 2am5am. It is a somewhat controversial law, but it serves the community well. Of course, some people endlessly complain about this, but frankly, they are idiots for moving here without researching the laws of the town.
Anyway, this unique law leads me to this month’s adventure. A few weeks ago, I was putting the dogs out and getting ready to go up to bed around 3am, when I noticed my wonderful daughter had forgotten to pull her car off the street and into our driveway. Now, being the loving father I am, instead of waking her up
The Total Cost of Total Loss
As the costs of repairs continue to climb, coupled with persistent challenges in parts procurement and the values for salvage vehicles remaining near all-time highs, the industry is witnessing a growing number of repairable vehicles being totaled by insurers. This scenario presents a significant challenge for repairers, as a substantial investment in time and resources may have already been expended before repairs are halted due to the vehicle being declared a total loss.
Consider, for a moment, the myriad activities that might have occurred up to this point: vehicle checkin, administrative efforts, supplements, customer communications, insurer communications, writing the estimate, repair planning, researching OEM mandates and requirements, dismantling the vehicle, parts handling (inspecting, cataloging, protecting and storing both good and bad components), storing the vehicle, protecting the vehicle (crash wrap, sealing open wire connectors, etc.) and potentially much more.
Often, some of these activities are labeled as “costs of doing business.” In the normal repair process, it’s assumed that certain activities would be accounted for
by KEN MILLER
when proper compensation for the repair of the vehicle is received. Unfortunately, when a vehicle is deemed a total loss, the profit that could have been earned from the repair evaporates. This swiftly transforms the costs of doing business into the costs of going out of business.
Repairers are also encountering more resistance than ever before in receiving payment for total loss charges. Yet, most shops are undertaking more administrative work than ever. It is crucial for all shops to meticulously track the efforts expended and the time spent during a normal total loss claim and seek fair reimbursement for those efforts.
I encourage repair shops to explain these charges to their customers and seek appropriate compensation for the extensive work undertaken. Ensuring that these costs are communicated clearly can help mitigate the financial strain that total loss declarations impose on repair businesses. By advocating for fair compensation, shops can better navigate the financial challenges presented by the increasing frequency of total loss vehicles.
THE VALUE OF AASP/NJ MEMBERSHIP
Membership in the Allliance of Automotive Service Providers of New Jersey (AASP/NJ) provides you with access to numerous exclusive members-only benefits - including health insurance! - and informational meetings and elite education, industry networking opportunities and so much more.
AASP/NJ members are committed to higher standards and a level of pride and professionalism found only in shops that are “a cut above.”
AASP/NJ is an association for and by the best independent operators in the automotive service industry. it’s where proven shops belong.
EDUCATION
Informational sessions and training presented in a casual setting. Recent topics include: Paint & Materials; Repair Planning & Repair Logic for Profit; Understanding Laws, Liability, and Regulations; Compliance & More
Live access to AASP/NJ Executive Director Charles Bryant for answers in real time to claim-related questions & technical industry issues
Wake Up and Get Involved!
Running an auto body shop is no easy feat. Every day, we’re dealing with customers, insurers and employees. We’re tracking parts, cycle time and ROI. We’re investing in tools, equipment and training. It seems like there’s something new to contend with each time we open the doors, so I understand why you may believe there’s simply not enough time to attend AASP/NJ meetings and events. But you’re wrong! You cannot afford to keep living on an island by yourself – you have to get involved!
The fact of the matter is that you aren’t the only one facing these challenges. We all struggle with the same things, but if all you do is sit back and whine about it, nothing will ever change. This industry certainly isn’t going to become any easier, but there are organizations – like AASP/ NJ, the Society of Collision Repair Specialists and the Collision Industry Conference – that are fighting on your behalf behind the scenes. These groups can only effect change with
your help, however. There’s strength in numbers, and coming together is the only way we’re going to right this ship before it sinks.
I know I can’t tell you what to do, even though I’d really like to. After all, it’s your business, but it’s YOUR business, so don’t you want to do everything you can to make it the best it can possibly be? The only way to do that is to get involved. It’s time to start paying attention to everything your local association does, attending the training and taking advantage of the benefits. It’s great to see the 50100 repairers that show up to every event AASP/NJ hosts, but there are 1,600 collision repair facilities in the Garden State, so about 95 percent of the shops are not represented. They aren’t taking advantage of the many things this group offers.
AASP/NJ offers more for its members than any other association in the country, and getting involved with the association can help you identify a multitude of ways to improve
JERRY MCNEE
your business, and talking to other shop owners just might really drive home the point that you’re not “the only one.”
I promise you that it’s well worth your time. Would you still think it was a waste of time to spend two hours at a meeting if you knew you would learn how to add 0.5 hours to each estimate? Ten repairs a week times 0.5 per repair…do the math; you get the idea. It’s sad that so many shop owners are too focused on collecting pennies to realize they’re turning their nose up at dollars upon dollars because they’re afraid to invest a little time today to make big improvements in their business tomorrow and in the future.
Getting involved provides a great opportunity to learn from other shops that have enjoyed success, often by overcoming some of the same problems you may be facing right now! We have to be willing to work together and learn from one another to become stronger and better. So many collision repairers think it’s taboo to talk to another shop, but here’s the secret that we’ve got to get past: We’re NOT competition! There’s enough work in this state and the surrounding areas to go around for everybody. Stop seeing other shops as the problem and start seeking what you can do better in your business.
For our industry to be successful, for our businesses to be profitable, everyone needs to get involved. Join your associations, attend classes and educate yourself. You can’t keep burying your head under your pillow… it’s time to wake up!
User-Friendly, Intuitive Welding with the OEM Approved InvertaSpot Automatic GT-CS Spot Welder
For busy repair shops, every second counts. Facilities looking to keep cycle time to a minimum must also do so without sacrificing quality or accuracy. The InvertaSpot Automatic GT-CS Spot Welder helps repairers spend less time adjusting settings and more time on actual repairs, resulting in accelerated turnaround times without compromising the quality of their welds.
Developed with OEM specifications in mind, the InvertaSpot GT recognizes and measures sheet metal configurations automatically, ensuring that pressure, amperage and time are always perfectly regulated. Automatic mode handles metal detection, gun force pressure, current control, time control and data storage, while manual mode allows the repairer to set total material thickness. Advanced features like these help to ensure consistent and high-quality spot welds, reducing the need for manual adjustments and minimizing errors.
The InvertaSpot GT is the customer’s choice for versatile and intelligent welds, providing both ease of use and convenience to help shops achieve superior results in record time. Contact Reliable Automotive Equipment today to learn more about the InvertaSpot GT, along with our wide range of OEM approved products, equipment, training, service and support options. Visit raeservice.com for more information.
The InvertaSpot Automatic GT-CS Spot Welder is the customer’s choice for versatile, intelligent welds.
AASP/NJ Members Garner Negotiation Tactics and More from Matthew’s Auto Supplies
Getting paid for the work you do all comes down to how you negotiate.
Benjamin Stephens of Matthew’s Auto Supplies set out to give members of the automotive and collision repair community practical information about how to get the most out of the negotiation process during a free seminar held at Indasa USA (Fairfield) on June 26.
The event was open to all AASP/ NJ members and featured AASP/ NJ President Ken Miller who took to the microphone to share valuable information about contracts and state laws.
“Some people just don’t want to negotiate,” Stephens pointed out. What it comes down to is changing the way the information is presented and the attitude behind it. “It has to evolve from asking for something to telling; I’m telling you what the final bill is going to be.”
Many don’t realize they are working against their own interests and the market when they go about things the wrong way. It all starts with talking to the customer. “If you are afraid of being transparent with your customer, you are essentially negotiating against yourself.”
Stephens admitted he used to wrongly visualize the parties involved as a triangle – the three parties being the shop, the vehicle owner and the insurance company. But there is no connection between the shop and the insurance company. The owner
of the vehicle has a policy with the insurer. “Thinking I was connected to the insurance company is a trap that worked against me. I was working against myself. Ultimately, it’s the customer – the vehicle owner – who owes me. The vehicle owner is the person who needs to be involved. Only the customer can motivate the insurance company to do something out of their protocol.”
Documentation is key in negotiations. “A business without documentation is like a body without bones,” Stephens illustrated.
Miller shared his experience with repair contracts, pointing out some of the terms shop owners may want to consider when working with an attorney to establish their own.
Echoing Stephens’ comments about who shops are beholden to, Miller stressed, “I work directly for the customer. My communications with the insurance company are a courtesy to the customer.” It is not automatically the shop’s job to send their repair plan to the insurer. “We can do it on their behalf if the customer authorizes us to do so. That changes the dynamic because now we are doing something else for them. We want to keep ourselves out of that. It’s time to start changing the narrative for how these negotiations happen.”
“A repair contract can be intimidating. Contracts can be hard to read, but it’s vitally important to protect your business and to protect the consumer,” Stephens added.
Engaging the customer and bringing them into the loop is key. “They have the most clout.”
Success starts with first impressions.
“Is your shop well organized?” Stephens asked. “When people walk in, do they see people in your shop looking upset or aggressive? That’s not an inviting way to greet customers. If you have to get your house in order, start there.”
One of the best investments a shop can make is taking the time to get to know the customer. “Customers will
come in and say they need an estimate, and I’ll tell them ‘No, you need some advice. You need a collision repair consultation.’ Build a rapport with them. That way, if they do go to a couple more shops and they just get an estimate, they will remember you because of the time you took with them. It’s about cleanliness, presentation up front and taking the time to get to know your customer and what they really need.”
It’s important to remember that “the customer is an insurance adjuster’s kryptonite,” according to Stephens. Sending an email to the appraiser, with the customer CC’d, claim number and last name included, will result in a response. “That is how artificial intelligence (AI) works. When you send it to the general claims insurance email, the AI reads the claim number and last name and dumps it into a file. This is a great way to get your information into their system.”
He also noted that one’s “ego is not your amigo. When we make it about us, it is not going to work for you. The insurance company doesn’t care about [the shop]. Make the negotiation about your customer. Insurance companies are more concerned about upset customers than upset body shops.”
AASP/NJ is grateful to allied members, Matthew’s Auto Supplies and Indasa USA, for opening this event to the association’s member shops at no cost.
Ken Miller, AASP/NJ President
Benjamin Stephens of Matthew’s Auto Supplies
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Countdown to AASP/NJ’s Annual Golf Outing is Underway
The countdown is on! With less than two months to go, excitement for the Alliance of Automotive Service Providers of New Jersey’s (AASP/ NJ) 17th Annual Lou Scoras Memorial Golf Outing is soaring as golfers are making their plans to enjoy a day on the green Tuesday, September 17!
AASP/NJ enjoyed a successful return of this long-standing tradition in 2023 and is pleased to return to the Knob Hill Country Club (Manalapan, NJ), which is known for its immaculate and challenging Mark McCumberdesigned course. The association continues to hold this event in memory of late shop owner and association
member Lou Scoras of Holmdel Auto Body. A portion of the event proceeds will be put toward a collision industry scholarship fund.
AASP/NJ Executive Director Charles Bryant is counting down the days to this widely anticipated event.
“Our annual golf outing is truly one of my most favorite events because it gives everyone a chance to take a break from the hectic day-to-day and enjoy some fun on the green,” shares Bryant. “All year, people have been talking about how great our last event was, and they can’t wait to get back to it this September. I look forward to seeing everyone on September 17.
Let’s make some new memories that we’ll continue to talk about for years to come!”
Registration and lunch will begin at 11:30am, followed by a 1pm shotgun start. After time on the green, the gathering will continue at 5:30pm with a cash bar, dinner and prizes. Those unable to participate on the green are welcome to join AASP/NJ in the evening for the dinner and award ceremony.
To register to play or sponsor the event, visit bit.ly/AASPNJ2024golf
To learn more about AASP/NJ, visit aaspnj.org
LOU SCORAS MEMORIAL GOLF OUTING
TUESDAY, SEPTEMBER 17 Knob Hill Country Club, Manalapan, NJ
PRICING: $195/player ($780/foursome) DINNER ONLY (NO GOLF): $60 ea. 11:30am Registration & Lunch • 1pm Shotgun Start 5:30pm Cash Bar • 6pm Dinner
JOIN US FOR A FUN DAY OF GOLF WHILE SUPPORTING AASP/NJ!
AVAILABLE
SPONSORSHIPS: REGISTRATION DEADLINE SEPT. 10
Platinum Sponsor Package: $3,500
- 1 Foursome ($700 value)
- 2 Hole Signs ($600 value)
- Your logo on pre-event promotion
- Premium size placement on event signage
- Topmost listing in NJA post-outing coverage
Gold Sponsor Package: $2,500
- 1 Hole Sign ($300 value)
- Large size listing on event signage
- Listing in NJA post-outing coverage
Silver Sponsor Package: $2,000
- 1 Hole Sign ($300 value)
- Medium size placement on event signage
- Listing in NJA post-outing coverage
Bronze Sponsor Package: $1,500
- 1 Hole Sign ($300 value)
- Small size placement on event signage
- Listing in NJA post-outing coverage
Hot Dog Cart Sponsor: $2,500
- Your name/logo included on hot dog station signage
- Listing on event signage
- Listing in NJA post-outing coverage
Lunch or Dinner Sponsor: $1,000 ea.
- Your name/logo included on signage at chosen event (lunch or dinner)
- Listing on event signage
- Listing in NJA post-outing coverage
Longest Drive Sponsor - $750
This year’s outing is dedicated as always to the memory of Lou Scoras of Holmdel Auto Body.
- Listing on event signage
SOLD! TO
- Company name/logo on signage at contest hole
- Listing in NJA post-outing coverage
Closest to the Pin Sponsor - $750
- Company name/logo on signage at contest hole
- Listing on event signage
- Listing in NJA post-outing coverage
Hole in One Contest Sponsor - $750
- Company name/logo on signage at contest hole
- Listing on event signage
- Listing in NJA post-outing coverage
Hole Sponsor - $300 per sign
- Company name on double-sided lawn sign
- Listing on event signage
- Listing in NJA post-outing coverage
A portion of the proceeds from this year’s event will be put toward a collision industry scholarship fund.
Gifford Auto Body Collision Repair: “Not Just Vettes,” Manville
Gifford Auto Body (Manville) is so much more than “just Vettes,” as their slogan notes. In the words of Kelly Bauer, owner and estimator of this family-owned shop, “We’re a small shop that can get everything done; you name it, we got it!” She is the second generation to run this longtime family-owned shop and continues to keep the business moving forward.
Growing up three blocks away from two family businesses, Bauer spent her childhood at both the auto body shop and an auto parts store.
It wasn’t until 2010 that she really got involved with the business. Her father taught her everything from estimating to running the office, allowing her to absorb every aspect of the operation.
“There were guys trying to run the office and the shop, and it just didn’t make sense,” Bauer recalls. Eventually, “I kicked my dad’s butt out of the office and ran it while he taught me estimating, how to do parts orders and all that.”
Since then, she’s been the estimator at the shop and has never
She was either learning the ropes of the auto body trade from her father or was found helping her mother, Tracy Bauer, pull parts at her maternal grandparents’ auto parts store, PDQ Auto supply of Manville. Both businesses were in the same building but on opposite sides of the block. Her father, Daniel Bauer III, bought his business from his previous employer in 1978 at the age of 23, and since then, it has remained with the family.
looked back. Under her father’s guidance, Bauer built the tenacious spirit to “keep expanding and growing the business as much as we can.” In 2020, her father unfortunately passed away, leaving her with the difficult decision of what was to become of Gifford Auto Body. Having no intention of closing it down, she continued her father’s legacy, officially assuming ownership in February 2021.
Along with the shop, her role has
evolved, transforming to a formidable force driving the legacy forward. Upon taking over, she has implemented significant changes from expanding the team to investing in new equipment. Walls have been knocked down both figuratively and literally, as Bauer has spearheaded efforts toward growth and excellence. Last year, the shop became Acura and Honda certified as well as attaining an I-CAR Gold Class recognition.
“Years ago, everybody thought that my dad would only take Corvettes,” Kelly explains, highlighting the misconceptions that once steered customers away due to signage that indicated the shop repaired and restored Corvettes and other highend vehicles. To counteract these misconstrued notions, the iconic slogan “Collision Repair, Not Just Vettes” was added to the logo to “let everyone know that we do so much more!”
As a business owner, Bauer emphasizes the importance of being upfront and understanding with any customer who walks through the door. “Making our customers happy and doing whatever we need to do to get the job done right and catered to everyone’s liking is what’s important. We always understand the situations people are going through and what their life is able to take on at that moment in time. We work with everyone as best we can.
“I try to be very transparent and make sure that I can estimate but maybe even overestimate what I think that the repair may potentially need, even if I can’t see it right then and there,” she adds. “I know what’s
(From L-R) Kelly Bauer, Ricardo Ludena, Diego Orosco, Kendall Cordero and Cathy Lopez. Not pictured: Cesar Valdez and David Chowansky
behind it. I get satisfaction knowing I can be beneficial to somebody in a predicament, and I can try and help them move forward to see the light at the end of it.”
As a woman in the industry, Bauer loves “that people are excited when they see a woman walk out there to write the estimate. People look for the man in the room and expect them to be coming outside to write the estimate, and then it’s me coming out from behind the desk. I get on the ground under the car, and people are typically in shock that I know this. It’s something that I grew up in, that I love and know I can do well to make sure that the customer’s car is getting repaired properly and is being looked over the best that it can, so I can give them the best estimate from the start.”
In taking over the business in 2021, a challenge presented itself in keeping the shop the way Bauer had remembered it being under her father’s ownership. “I was very fortunate to find a group of people who were going to keep the business going as I had known it and also help to improve it because I didn’t know anything other than this body shop. This is the only place I’ve ever been.” The key to running a business is having a great flow and obtaining the right people for the office and shop was critical. “Not only do we have a great set of guys in the shop but also in the office.” Bauer is teamed up with Cathy Lopez, her assistant, parts organizer, job scheduler and more. “You name it, she tackles it. She is the glue that holds us together, an essential part of the team.”
Known as “the most integral part of the shop,” Ricardo Ludena
is the shop manager who can do it all! Ludena has been with Bauer ever since she started as owner, and she feels she was “fortunate to find Ricardo. He has been with me here throughout the entire time. He’s our frame guy, painter and shop manager, plus he does fiberglass….he can do anything and everything! Ricardo was able to create his team out in the shop as well, which consists of guys who have been in the industry for years on end as well as young techs hungry to learn the ins and outs of the industry.”
Bauer highlights Ludena’s accomplishment in receiving first place in the painting competition at the Second Annual Bodywork Bowl at this year’s NORTHEAST® Automotive Services Show. It was a proud moment for Gifford Auto Body, especially as returning competitors. Last year, Bauer took third place in the estimating competition.
It was actually at this year’s NORTHEAST that Bauer was encouraged to join AASP/NJ. Her father’s business had been a member
at one point, but they fell off over the years due to his medical issues, and other time constraints kept them from rejoining. Bauer never objected to signing up, so when another shop owner encouraged her to join, she decided to take advantage of the opportunity. “Everything all sort of fell into place at that point in time,” she shares.
As a member, Bauer anticipates the opportunity to gain insights from fellow collision professionals. She values the chance to connect with individuals who have “gone through this,” either with the support of the association or through their own efforts. These conversations and advice serve as a valuable asset to Bauer in continuing to propel the family business to new heights. Navigating the industry hasn’t been without its share of hurdles. She notes the challenges posed by insurance companies as one example. “They often steer jobs away
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from smaller shops like ours. It’s hard to get as much work in the door unless you’re well known because of your reputation, repeat customers and referrals, which fortunately we are, since insurance companies are just guiding everybody to their shops to get it all done. Only thing bad about that is they make it seem like if you go to a different shop that is not associated with them, then they’re not going to get the job done right or there’s not going to be as many benefits.”
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Amidst the trials and tribulations, Bauer finds satisfaction in the industry she loves. “I grew up in the industry, and I hope for my children to grow up in it too,” she shares, reflecting on her deep-rooted connection to the automotive world. With her eldest daughter, age eight, already showing keen interest, she sees a glimmer of hope for the next generation of Bauers to carry the torch forward. “When my daughter and I drive around, I test her on car parts or ask her questions like, ‘What make and model is that car?’
“She’s excited to potentially be in the industry at some point in time. She knows that she doesn’t have to be, but it’s something she enjoys as well.” Reminiscent of the bond she shared with her father growing up, Bauer hopes to continue creating those same fond memories with her four children, Sophia, Ralphie, Ava and Dannie. They enjoy the fact that this was Pop Pop’s shop and now Mom is running the show. Though their grandfather is not around any longer, they get to still enjoy the feeling of the business he created and loved.”
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Slaying a Giant: Consumer Defeats
in Short-Pay Lawsuit
Walking into a courtroom to confront a massive corporation like Progressive Insurance on a short-pay lawsuit would intimidate many people. And Carmen Torres* acknowledges she was one of those people. She admits to being terrified when she realized that her case was actually going to trial, but armed with documentation from her collision repair shop, she walked away with justice served and a sense of empowerment from her encounter with the insurance giant.
It all began when Torres was rearended in her newly-leased Mazda which only had a couple hundred miles on it. She had been in a couple fender benders in the past and is a loyal customer of her chosen collision repair facility in Bergen county, and although she thought she knew what to expect from previous repairs, this accident quickly showed itself to be different than anything she had experienced in the past. Progressive’s initial estimate came in $1,500 short of the shop’s repair plan, and they refused the shop’s attempts to negotiate a more reasonable amount.
continued from pg. 29
“Typically, you file a claim, the insurance company pays to fix the vehicle, and you move on, so that’s what I was expecting from this no-fault claim against the other driver’s insurer,” Torres recalls. “But they refused to pay my shop’s full bill because they insisted the shop’s hourly rate of $75 was too high.” Although the shop attempted to negotiate their rate for the customer’s benefit, they could not meet the insurer’s unreasonable demand to charge the $57 it deemed suitable for the market. “I’ve seen $57 work, and that’s not what I wanted,” insists Torres, who had received her facility’s assurances that her car would be repaired according to OEM standards using all new OEM parts and materials.
When a supplement was filed due to a color-matching issue, Progressive combated that as well, increasing the amount of the short pay by over $900. “Progressive just kept saying, ‘No, it’s too high.’ Even when they received a $1,050 bill for sublet calibrations, the adjuster offered $700 and insisted on talking to the owner of the calibration
attention, though everyone suspected that Progressive would settle outside of court.
As a payroll specialist for a commercial real estate company, Torres had no experience with small claims court, nor did she have any desire to appear before a judge since she fears public speaking and describes herself as non-confrontational; however, she trusted what her shop told her. “They assured me that these big insurers usually settle out of court, so I filed the lawsuit,” she reports. “From that point out, I mentioned the small claims case to every Progressive employee I spoke with, but nothing changed, so I paid $2,462 when my car repairs were complete. I still believed that Progressive would settle and even went on vacation, expecting to find a check in my mailbox when I returned.”
That was not the case. Instead, Torres received a court date, but her shop assured her that it was unlikely the insurer would appear in court, even if they made her waste her time by showing up. Two days before her assigned
“ I can’t believe they made me go through all of this just to cover my car’s repairs, but $2,500 is a lot for our family. It’s nothing to a big corporation, so it’s crazy that I escalated this matter all the way up the corporate chain, and they still wouldn’t budge.
“
company. Despite being presented with all the supporting documentation, Progressive outright refused to pay the full amount. I couldn’t believe how much it took to restore my car to its original condition!”
Torres “made multiple calls to Progressive to try to resolve the issue – I asked them to give me a cheaper rental car to make up the difference, and the shop offered to waive four days worth of storage fees, but Progressive refused to budge, insisting those were different departments. When I escalated the matter higher in the corporate chain, they were very apologetic but continued to give me the same meaningless rhetoric; they told me to either transfer my car or pay the difference myself.”
Faced with the option of moving her brand-new car to an unfamiliar shop or paying the difference of $2,462 out of pocket, Torres called her shop for advice. They told her that she has all the rights and recommended she sue the person who hit her, suggesting that would get the insurer’s
court date, Torres noticed that Progressive had assigned a lawyer to the case. When she shared that information, the shop armed her with a packet of information, which included receipts for parts and materials, p-pages, training documentation and market data from LaborRateHero.com Torres reviewed the documentation and wrote up a twopage summary as she hoped that she wouldn’t actually have to use any of it.
When Torres appeared for her day in court, her anxiety spiked as the “strict, no-nonsense” judge spent an hour and a half explaining how the day would go. First, to reduce the number of cases that would go to trial, he assigned a clerk to each case and encouraged the litigants to try to come to an agreement.
“I explained the situation to the clerk and emphasized that I didn’t feel I should have to pay nearly $2,500 out of pocket on a no-fault case. The clerk talked to Progressive’s lawyer, who offered to settle for $500. What a slap in the
face! If they had offered half of what I’d paid, I would have agreed, but $500 is a joke. The clerk didn’t even ask if I wanted to accept it.
“I wasn’t prepared for a trial – this was completely out of my wheelhouse, and I didn’t even have a lawyer – but I figured I’d already come this far, so there was no point in turning back now,” Torres adds. “If nothing else, I’d cost Progressive more than $500 in lawyer fees by going on to trial.”
As Progressive’s lawyer called the plaintiff to the stand for questioning, the insurer’s adjuster showed up as a witness for Progressive, but Torres did not let his appearance unnerve her. She recounted all the points of the case to the judge and recalled a piece of advice from the shop. “If all else failed, I was instructed to ask Progressive for proof that the median labor rate in our area was $57 an hour.”
Torres handed the judge a printout from LaborRateHero.com, which demonstrated an average hourly labor rate of $72 within 10 miles of the shop’s zip code and $74 within 20 miles. “Nowhere on that report showed $57, so the judge asked the adjuster how he determined the market rate. He admitted he got that number from Progressive’s survey, but he didn’t have the data behind it and had no clue whether my shop was included in that survey. He couldn’t prove $57 was the median rate…but I had data that clearly showed it wasn’t!”
The judge essentially chided Progressive for its failure to negotiate, ordering the insurance giant to reimburse
a technician with me because I didn’t want to waste their time. But it didn’t matter because I won. I was so excited to tell my daughter, who wants to go to law school, that her mom beat a lawyer!
“Small claims court is not for the weak of heart,” she continues. “I was so nervous, but the facts spoke for themselves; it all came down to a no-fault claim on a twoweek-old car and Progressive’s inability to prove that I was in the wrong. I can’t believe they made me go through all of this just to cover my car’s repairs, but $2,500 is a lot for our family. It’s nothing to a big corporation, so it’s crazy that I escalated this matter all the way up the corporate chain, and they still wouldn’t budge.”
Torres is grateful for her shop’s support, advice and encouragement. “As soon as I left court, I bought donuts for the whole crew to thank them for all their help.”
Since Torres’ victory, the owner of the body shop that repaired her car reports that another customer’s pending Progressive short pay was settled out of court and that the facility has enjoyed more success in negotiations with the insurance carrier. “It’s all about educating your customers and enlightening them as to their rights,” he stresses. “The insurance companies don’t owe shops anything, but they do owe the consumer. When we get the vehicle owner on board to fight for their rights, they can slay giants.”
*Name changed to protect consumer’s identity
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OUT OF BODY (AND MECHANICAL) EXPERIENCES
continued from pg. 10
and dragging her butt out of bed, I hobbled out to save my baby girl (she’s 30) a $75 ticket.
For most people, this is a painless, five-minute process. But if you have been reading this column over the years, you know very well that I am far from being like most people. So, as I opened the door to the Jeep, of course I had to move the seat back. Even on good days, my back pain sucks, so this was already a painful chore. I climbed in, pushed the ignition and put the car in reverse.
It didn’t move.
I accelerated a little harder. The engine roared but still no movement. I switched into drive. Same thing. WHAT. THE. F$%K. IS. GOING. ON? Here I am at three in the morning – barefoot, revving the engine, half asleep – trying to do something nice, and this is what I get. Let’s just say good thing the windows were closed because I was “MFing” everything in sight.
I turned the car off and took a breath. There had to be something I was doing wrong. Then the light bulb went off in my head. Could it be possible that Jeeps still had emergency brakes? I mean, I haven’t used an emergency brake in decades. I don’t recall any of my trucks ever
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having one (but then again I don’t recall much these days).
I have a Jeep myself, and I never noticed one. So I started looking where all emergency brakes were…down by your left leg, a little higher up from the regular brakes. I tried to feel all around with my foot and nothing. Of course, I couldn’t find the interior light in the car, so I used my phone flashlight to search for the brake, and miraculously, I found the brake, but the brake release (which I’m pretty sure should have been a lever right above the brake) was nowhere to be found.
Fifteen minutes into this fiasco, I gave up. I called my daughter.
No answer. Apparently, she turns her phone off when she goes to sleep.
I finally realized I could just do a Google search to ask where the damn brake release was. And of course that took another 10 minutes because:
1. I didn’t have my glasses.
2. I have fat fingers
3. It was three in the morning; I was angry, frustrated and tired, and she should have pulled the damn car in herself!
Thank the lord – I mean Google – I found it. It was located by the gear shift. A little black switch with a “P” on it. (Duh.)
Whose brilliant idea was it to put the brake release over there??? It must have been one of these geniuses they are educating at Harvard or Yale who think political science is more practical than common sense.
Anyway, I pressed the switch, put it in reverse and –boom! – I almost crashed into a fire hydrant.
Heart racing, blood pressure boiling, I pulled the car into the driveway and finally got into bed around 4am.
What do they say about no good deed?
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Thomas Greco Publishing Names Alana Quartuccio Editorial Director
Thomas Greco Publishing Inc. (TGP) is pleased to announce that Alana Quartuccio, an established member of its editorial team, has been promoted to the role of Editorial Director.
Quartuccio joined TGP in May 2018 as the team’s Editorial/ Creative Coordinator, a role she has expanded and grown since. A career journalist, she has more than 25 years of professional writing and editing experience, having produced content for magazines, newspapers, websites and organizations. She also possesses marketing and event planning experience which provides additional benefits to the TGP team.
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Quartuccio is “truly grateful to have this opportunity to take this next step with my TGP family. Since coming on board six years ago, I have become attached to the automotive and collision world. I’ve had the pleasure of meeting and working with so many amazing people along the way. I am excited to continue in my new role, and I can’t wait to see everyone in person real soon.”
Thomas Greco Publishing is the publisher of Hammer & Dolly, New Jersey Automotive, New England Automotive Report, AASP-MN News and Texas Automotive and is the event manager of the NORTHEAST® Automotive Services Show.
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