New Jersey Automotive October 2017

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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)

October 2017 $595

13TH ANNUAL AASP/NJ LOU SCORAS MEMORIAL

GOLF OUTING HIGHLIGHTS

PLUS: Larry Montanez and Mike Anderson on the Realities of OEM Repair Information The Story of Tony Lake

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P.O. Box 734 Neptune, NJ 07753 EXECUTIVE DIRECTOR Charles Bryant 732-922-8909 / setlit4u@msn.com 2015 - 2017 OFFICERS PRESIDENT Jeff McDowell, Leslie’s Auto Body 732-738-1948 / chacki@aol.com COLLISION CHAIRMAN 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@dandmautobody.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@oceanautobody.com Anthony Sauta, East Coast Auto Body 732-869-9999 / ecabofnj@aol.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

Mike Kaufmann, Advantage Dealer Services 973-332-7014 / mkaufmann@advantageds.com PAST PRESIDENT ATTENDING Tom Elder, Compact Kars 609-259-6373 / compactkars@aol.com

PUBLISHER Thomas Greco / thomas@grecopublishing.com SALES DIRECTOR Alicia Figurelli / alicia@grecopublishing.com EDITORIAL DIRECTOR Joel Gausten / joel@grecopublishing.com CREATIVE DIRECTOR Lea Velocci / lea@grecopublishing.com

EDITORIAL/CREATIVE COORDINATOR Kristen Dalli / kristen@grecopublishing.com

OFFICE MANAGER Donna Greco / donna@grecopublishing.com

CONTENTS

VOLUME 47, NUMBER 10 | October 2017

10 OUT OF BODY (AND MECHANICAL) EXPERIENCES 12 PRESIDENT’S MESSAGE 16 EXECUTIVE DIRECTOR’S MESSAGE

27 COVER STORY

18 22 54 70

NEW MEMBERS I-CAR CALENDAR IN MEMORIAM: Burt Geltzeiler NJA ADVERTISERS’ INDEX

Photos by Kristen Dalli and Frank Ingram

13TH ANNUAL AASP/NJ LOU SCORAS MEMORIAL GOLF OUTING HIGHLIGHTS ASK MIKE by Mike Anderson 34 How can OEM certified shops balance their obligations to the manufacturers while also dealing with insurers?

EASY WRITER by Larry Montanez III, CDA 39 The Truth About OEM Repair Information SEMA PREVIEW by Kristen Dalli 46 Counting Down to SEMA 2017 LEGAL PERSPECTIVE by Mitchell Portnoi 50 Comprehensive vs. Collision Coverage?

NO BRAKES by Ron Ananian 60 Once Around the Shop AUTOMOTIVE RECYCLERS ASSOCIATION OF NEW JERSEY 66 Wharton Insurance Briefs

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

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 © 2017 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.

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 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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OUT OF BODY (AND MECHANICAL) EXPERIENCES

The In-Laws

by THOMAS GRECO, PUBLISHER

We all know the truth behind the old saying “You can pick your friends, but you can’t pick your family.” So where do in-laws fit into that equation?

I was introduced to the term at an early age. My brother married Connie when I was 10 years old. They dated for a good time prior to that, so I really don’t know life without Connie in it. I always liked her. And she was the first (and last) half-Italian, half-Puerto Rican person I ever met.

How did I know she was Puerto Rican? Every time Ralph would bring her home, my dad would ask: “You sure she’s Puerto Rican?” (I don’t think my dad met too many Latino people in his life.) Connie was from our arch rival town of Belleville, and she was the captain of the cheerleading squad. So think about it. Here is this half-Italian, half-Puerto Rican cheerleader prancing around my house practicing

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her splits in a ’60s mini dress. Even at six years old I knew she was hot! I guess she was my first older woman crush.

A year or so after their marriage, they moved back into my house. The only good thing about that situation was when Connie would come upstairs in her see-through negligees on her way to the shower. I used to pretend I was sleeping, but I saw her. Boy, did I see her. All of her!

Six kids and 50 years later, Connie is still around. A few years ago we made a video tribute for my brother’s 60th birthday. We interviewed a few of his close friends so they could say some nice things about him. One of them hit the nail on the head when he listed several reasons why everyone always wanted to be Ralph Greco: His number one reason was that everyone wanted to be with Connie!

(LOL)

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Next up on the in-law parade was the Irishman. But I’ve already told you all about him.

Brother Steve married Karen. Again, my family likes to start young. Karen came around in 1972. High school sweethearts. Once again, my dad questioned the ethnicity choice. Karen was Polish. Don’t get me wrong — my dad was not a bigot. He just wanted us all to marry a “nice Italian girl” (or boy) like he did. Karen was always nice to me. She was a lot of fun, if a little neurotic. Again, I had a crush. My brothers had great taste in women. Either that or I was just a typical teenage male going though puberty with all these hot young girls around. (Puberty for the Grecos lasts from about age five to...well, I’m not so sure I’m out of it yet.) After three wonderful kids, Karen and Steve divorced. We still see her now and then. It’s hard to erase 30 or so years, even when divorce happens. I wish her well.

Then there was Joe. Joe who used to park in our driveway with his motor running for hours, choking my

parents with his exhaust fumes (their bedroom was above the garage). Not a good way to make a first impression. We should have known then! And you guessed it: Of course Joe was not Italian, either. He was Ukrainian. Or as my dad asked, “Does that mean he’s a Commie?” (LOL) Joe was a strange dude. He spoke in a very low voice and had a lot of, let’s call them interesting qualities. Like not knowing which way to run on a baseball field. Or endlessly chain-smoking. Or being nasty to my sister.

Thankfully she divorced him, but I am grateful that he produced two great kids…miracle that it is.

Then, of course, there’s me. I dated a full-blooded Italian girl for about eight years. My dad was happy. But of course I didn’t marry her! My wife turned out to be a mixture. I have never truly gotten the full details. She’s Italian. And English. And French. And…who the hell knows? It doesn’t matter. She could be Puerto Rican. Or Polish. Or Irish. Or even Ukrainian.

I just know she’s the best. NJA

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A LONG, STRANGE – AND AMAZING – TRIP

PRESIDENT’S MESSAGE

When I was elected AASP/NJ president back in October of 2009, I was ready to help effect change throughout our industry in what was, at the time, my upcoming two-year term.

If you had told me back then that I’d stay in this role for a total of eight years, I would have said you were crazy. But here we are, at the conclusion of my fourth presidential

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by JEFF MCDOWELL

term…so maybe I turned out to be the crazy one after all. Either way, I wouldn’t have changed these past eight years for anything.

In my time as president, we’ve seen and experienced a number of tremendous events throughout - and beyond - this industry. I could probably fill an entire issue of New Jersey Automotive on my own reflecting on the good times, the bad, the people we’ve lost and the newcomers who are creating a new standard of excellence for the rest of us…but I won’t. I want to use the space in my final message to look ahead.

As I write this message, we are a few short weeks away from AASP/NJ’s 2017 Annual Meeting. Please join me as I call a meeting to order for the last time as president, and also come meet some familiar faces and some new ones who will be taking office as part of our new Board of Directors that evening as well. For further information on the Annual Meeting, please contact Executive Director Charlie Bryant at (732) 922-8909.

AASP/NJ members and supporters, I thank you from the bottom of my heart for allowing me to lead your association for all these years. I promise we will be in extremely capable hands once our new Board takes over in a few weeks. And of course I won’t be going too far; you’ll still get to deal with me for at least another two years in my new role as Immediate Past President. I am so excited to see what the future holds for our association, and so grateful that I was able to be a major part of it for as long as I was. It was a privilege and an honor. Thank you again, for everything.

NJA

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EXECUTIVE DIRECTOR’S MESSAGE

THE STORY OF TONY LAKE

by CHARLES BRYANT

When the raid was taking place and the red lights were flashing over Exclusive Auto Collision in Ramsey, NJ, the collision industry phone lines lit up. Everyone in the collision industry was talking, and the rumors were flying. Computers, estimates and incriminating documents were seized. The local police were there. Representatives from the New Jersey Motor Vehicle Commission (NJ-MVC) and the Attorney General’s Office were there. In short: This was serious.

There were rumors throughout the industry about insurance fraud and criminal charges, and naturally, everyone thought it was the end for Tony Lake of Exclusive Auto Collision.

Yes, the same Exclusive Auto Collision that AASP/NJ recently named Shop of the Year. One might ask: What in the world brought this on? After doing a little homework, the answer to that question should come as no surprise.

After exhausting all other efforts, Lake made the bold decision to sue insurance companies for the following: Refusing to pay a fair and reasonable Labor Rate for the type of vehicles that he was repairing, refusing to compensate him for the actual cost of the paint and materials being used and refusing to pay for the OEM repair procedures required to repair vehicles safely and properly.

Once Lake made it clear that he was not backing down, the steering started. Insurers did everything in their power to convince Lake’s customers to breach their contract with Exclusive Auto Collision and have their vehicle repaired at a DRP collision shop for the insurer. Does this sound familiar to anyone?

Exclusive Auto Collision has made the investment in the equipment and training required to become certified to repair numerous high-line vehicles including Audi, Jaguar, Porsche, Mercedes and Volvo, among others, in an effort to stay ahead of the game in terms of new technology. Lake is also well aware that a collision shop cannot make this kind of investment while working for the unrealistically low

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Labor Rate insurers want to pay, not getting paid for the actual cost of paint and materials and not getting compensated for the proper repair procedures dictated by his OEM certifications. With this knowledge, Lake had to make the decision to either negotiate for fairer terms, or sue for the difference. Or as a last resort, get out of the industry. Having exhausted all efforts to try and negotiate these items, Lake felt that he had no other choice but to turn to the courts for relief.

Almost immediately after Lake started to file suits against the insurers, and made it clear that he was not backing down, he was accused of committing insurance fraud. The insurers then began to

steer potential customers away from his facility. It didn’t take long for certain insurers to sue Exclusive Auto Collision for insurance fraud.

However, all but one of the insurers have since dropped the allegation, and settled the suits out of court.

One insurer has been relentless in attempting to get Lake to back down and accept the payment offer. There were claims that Exclusive Auto Collision was operating illegally and without a license, even though NJMVC had already investigated Exclusive Auto Collision years ago, and confirmed that the operation was licensed and in compliance with the rules. When the AG’s Office got involved, threats of other additional charges were thrown around. Tony’s

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EXECUTIVE DIRECTOR’S MESSAGE manager and brother were arrested not long after.

All of this has made Lake look like the biggest thief in the industry, and has certainly damaged the reputation of Exclusive Auto Collision. The collision industry is waiting with bated breath to see how this ends. Lake has constantly stated that the claims referenced in this article are without merit, and are the result of an insurer attempting to turn the tables on him and make him go away by outspending and inflicting stress on

him. Lake will be the first to admit that the pressure and stress has taken a toll. However, the underhanded tactics that the insurer has resorted to have ultimately made him stronger, and have caused him to vow to see this battle to the very end.

If this story is starting to sound familiar, that’s because many in the collision industry have seen these types of tactics used against other collision shop owners who have attempted to challenge an insurer on similar issues. A good example of this

comes from North State Custom and Progressive. North State sued Progressive for steering after refusing to repair vehicles for the rates that Progressive wanted to pay them.

Progressive retaliated with a suit for insurance fraud against the owner, Greg Coccaro. Even after a judge dismissed the allegations of fraud years prior, Progressive pushed on with an appeal of the decision, and won the right to go forward again.

Ultimately, North State was once again found not guilty of the fraud allegation.

It was then Coccaro’s turn. His case against Progressive went forward, but was settled at an undisclosed amount before it went to trial.

The point is this: Insurers are outspending collision shops, and putting so much stress on them in hopes that they will surrender. This practice is wrong and needs to be exposed.

To conclude, like the allegations against North State Custom, Tony recently received confirmation from his attorneys that the criminal investigations regarding him, his shop, his brother and his employees are closed, and no charges will be filed. Selective Insurance’s fraud claim was also dismissed with prejudice after a summary judgment motion.

I would now urge the collision industry to keep a close eye on what happens next, because Tony Lake has his own allegations against the people that attempted to make him go away.

One thing is for sure: We will all be watching. NJA

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13th Annual Lou Scoras Memorial Golf Outing Highlights

September 18, 2017 Colonia Country Club Photos by Kristen Dalli and Frank Ingram

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AASP/NJ 13TH ANNUAL LOU SCORAS MEMORIAL

GOLF OUTING

AASP/NJ Thanks This Year’s Sponsors: Platinum Sponsors: The Amato Agency, All American Auto Salvage, Hertz Rent-A-Car, PPG Gold Sponsor: AkzoNobel Coatings, Thomas Greco Publishing / New Jersey Automotive, Cosmo’s Ocean County Auto Wreckers Fenix Parts

Silver Sponsor: Auto Body Distributing Co. Bronze Sponsors: Flemington Car & Truck Country, United Bank Card Network

Refreshment Carts: Leesville Auto - Cosmo’s Ocean County Auto Wreckers - Fenix Parts Hole in One Sponsor: Maxon Hyundai-Mazda Hole Sponsors: East Coast Auto Body, Auto Body Distributing, BASF, NJ Gasoline C-Store Auto Association, Mike Kaufmann Dealer Group, Fred Beans, Dover Dodge-Chrysler-Jeep, Continental Auto Parts, Metropolitan Car-o-liner, D&W Diesel, All American Auto Salvage, Mountain View Auto Body, First Class Auto Glass, L & M Auto Center, Hertz Rent-A-Car, Flemington Car & Truck Country, Axalta Coating Systems, Bill Flannery Automotive, Bloomfield Auto Body, Walter’s Auto Body, The Amato Agency, Thomas Greco Publishing / New Jersey Automotive, Lee’s Auto Body, Meadowlands Exposition Center, Maxon Hyundai-Mazda, Central Paint, Holmes & McDowell, Elizabeth Truck Center, Anthony’s Auto Body, Mitch Portnoi - Post, Polak Law Firm, Nu-Car Connection, Fred Beans Subaru

Prize Sponsors: Nu-Car Connection, Leesville Auto Wreckers - Cosmo’s Ocean County Auto Wreckers - Fenix Parts, Fred Beans, Hertz Rent-A-Car, The Amato Agency, Maxon Hyundai-Mazda, Axalta Coating Systems, Meadowbrook Insurance Services, Auto Body Distributing Co., American Compliance, Utica National Insurance Company, PaintEx

A special thanks to Hertz for continuing to support the Lou Scoras Memorial Golf Outing, by once again registering all of this year’s guests and providing golf balls and tees to all of the players. Thanks also to Randy Scoras and Joe Amato for their consistent hard work and dedication in making the ceremonial dinner memorable, to Lee Vetland and the Colonia Country Club for always hosting such a wonderful event, and to all who donated prizes for the raffle.

AASP/NJ appreciates and acknowledges all of our event sponsors, without whom the Outing would not have been possible. We encourage the industry to keep these businesses in mind when purchasing products or looking for services.

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CONGRATULATIONS TO THIS YEAR’S WINNERS! First Place: Howard Meeks, Jim O’Brien, Jerry Sheehan, Chris Callahan Second Place: James Powell, Joe Lubischer, Paul Branning, Scott Vari Third Place: Rod Cameron, Mike Padula, Ken Spilatore, Ken Barbera Closest to the Pin: Men: Omar Mostafi Women: Siobhan Beare Longest Drive: Men: Steve Pesce Jr.

Women: Siobhan Beare

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AASP/NJ 13TH ANNUAL LOU SCORAS MEMORIAL

GOLF OUTING

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ASK MIKE INDUSTRY ADVICE

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.

How can OEM-certified shops balance their obligations to the manufacturers while also dealing with insurers?

This month, we “ASK MIKE” to explore how OEM-certified facilities can follow automakers’ guidelines while also receiving suitable compensation from insurers. We at New Jersey Automotive hope you find this following exchange useful, and we encourage you to reach out to us if you have a question for Mike on this or any industry-related matter that he can answer in a subsequent issue.

product like seam sealer where we just submit an invoice. It could be that it’s a labor operation that is not in a database, and maybe we need to submit an inquiry to the DEG and get the Information Providers to come up with a labor time. Maybe we just need to do our own time, keeping in mind that a time should be how long it takes the average technician to gather up their tools, equipment and supplies and perform the task in a safe and proper manner before returning everything back to its appropriate storage place.

When you’re looking to repair a vehicle and you’re an OEM-certified shop – and even if you’re not – you New Jersey Automotive: Mike, here’s a question we’re hearing a lot We need to stick to the facts. The facts want to be repairing it to the OEM standards. Therefore, we stick to those these days. How can OEM-certified can be found in these four questions: four questions we just discussed. We shops balance their obligations to need to have all that documentation the manufacturers while also dealIs what we’re asking for required? We ready in advance so that we can ing with insurers? have to be prepared to provide documentation provide it to the insurer when they if what we’re asking for is required. There are come out.

Mike Anderson: The first thing is we several ways to provide that information. One is Obviously, there may be some have to understand that we can’t be the OEMs’ documentation. Another might be OEMs that you’re doing work for that reliant upon position statements. It’s that we scan the vehicle, and now we have a have other guidelines besides labor great that the OEMs provide position scan report. Another way might be that we have times. It might be something like statements; it certainly is helpful, and I a paint manufacturer’s bulletin. aftermarket parts; maybe you have an don’t want to make light of that. But at OEM certification that says you can’t the end of the day, the repair Is it included in any other labor use them. Maybe you have OEM procedures are king. We have to be operations? How can we prove that information that says in order to be able to research the OEM repair something’s not included? Obviously, we certified, you have to mount the procedures and have those as our can use the P-Page documentation direct from vehicle on a specific frame machine documentation. For example, it’s good the estimating systems, or we can submit a that is more labor-intensive than to have a bulletin from Chrysler that question to the DEG website [degweb.org] whatever your normal frame rack is. says we need to scan vehicles, but if and they will provide us with an answer that At the end of the day, we need to I’m replacing a door on a Chrysler says, ‘This is not included.’ realize that when a customer drops vehicle and I see in the door section of their car off with us, the contract is the procedures that I need to Is there a pre-determined time? Again, between us and that customer; it is not recalibrate something, then that’s an we either look it up in the estimating system or between us and the insurance carrier. even stronger statement. We actually submit an inquiry to the DEG. That’s the basis Therefore, if an insurance company have to do that strictly for that specific for what we should be reimbursed, and we refuses to pay for something that is a vehicle and document our case. remove our opinion from it and stick to factual safety issue, that doesn’t remove us When you want to get paid from an information. from the liability. Obviously, you want insurer, your opinion doesn’t mean to approach this in a professional jack. If we rely on our opinion, the What is it worth? How do we manner by providing all the outcome is not going to be very good. determine this? In some cases, it may be a

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documentation required – and, again, always have it there in advance. Also, make sure you use the correct terminology for the procedures included on your estimate. One more thing that is extremely important is to use good line notes; you might have a desk auditor who’s actually looking at your estimate.

There are other things to consider. For example, let’s say that a customer or an insurer doesn’t want to pay for scanning the vehicle. You still have to do it. That’s where we go back to the business decisions we mentioned in a previous article [“Ask Mike: What Do I Do When an Insurer Won’t Pay Me for What I Want or Need?” NJA May 2017]. You can choose to involve the customer, charge the customer, do the work for free, go up the chain of command, et cetera. I won’t say that a lot of the issues I see shops encountering are easily resolved, but they are also not insurmountable obstacles to overcome. Just being prepared and having the specific OEM information – and not just a position statement – will make a huge difference.

NJA Mike Anderson is an Accredited Automotive Manager (AAM) and the former owner of Wagonwork Collision Centers, two highly acclaimed shops located in Alexandria, VA. He has served as a member of many industry organizations throughout his career, including the WMABA Board of Directors, the Mitchell Advisory Board, the MOTOR Advisory Board, the ASE Test Review Committee, the National Auto Body Council, the Collision Industry Conference and the Society of Collision Repair Specialists.

Additionally, he is a past Virginia SkillsUSA chairman, serves as a facilitator for Axalta Coating Systems’ highly recognized Business Council 20 Groups in both the US and Canada and facilitates numerous courses for Axalta Coating Systems’ Educational Series.

He currently offers expert industry consulting via his latest venture, Collision Advice (collisionadvice.com).

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THE REALITIES EASY WRITER by Larry Montanez III, CDA

of OEM Repair Information We see it every day on social media.

“Hey, anyone ever take this door handle off before?”

“How do you install this panel on the car?”

“Who has access to the repair information and can post it on here for me?”

Each OEM has its own way of doing things, and they even have different procedures across the range of vehicles they offer. As such, you need to reference the information on every single repair. Giving technicians tools that will help them safely restore vehicles to their pre-accident condition, as per the OEM procedures and protocols, is a necessity. As an owner of a repair facility, you have multiple things you must do to ensure things are operating successfully. In addition to all the other issues you face, it is made more difficult by the everchanging technology in late-model vehicles.

open. This will make it easier to find repair procedures and replacement component numbers, substrate composition, additional materials required, etc. while forming the damage report. The more accurate the damage report, the smoother and more efficient the repair process will be. Estimators must be well-versed with how to look up the OEM repair information, and they must be able to

explain the processes. Keep in mind that this will require studying and practicing on your own time.

Additionally, estimating database providers integrating “some repair information” is not the answer, and many third-party companies are also missing a lot of information. This is why you must go to the source – the OEM itself.

REASONS YOU NEED CURRENT REPAIR PROCEDURES Damage Assessors: Estimators must have the OEM repair information to properly determine the actual cost of repairs. A two-screen computer set-up allows one screen to be used for the estimate and the other one to have parts and repair information New Jersey Automotive | October 2017 | 39

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EASY WRITER

Customer Service Representative (CSR), or Sales Personnel: A customer’s first and last impression during their experience at the facility starts and ends at the front desk.

The CSR can run the VIN for recalls, campaigns or Technical Service Bulletin (TSBs) issues at https://vin rcl.safercar.gov/vin. A customer rarely remembers the good things about a shop, but they will always remember the bad. Providing the customer with a better experience can mean the difference between the customer coming back or being steered away in a subsequent collision event.

Technicians: Technicians must have the OEM repair information to ensure the proper repair procedures and protocols are adhered to and guarantee the vehicle is repaired properly and safely as defined by the OEM requirements. This will also give the technician the reasons, proof and documentation as to why something can or cannot be sectioned or repaired or why the component is being changed in a different manner than it was installed at the factory.

Parts manager: This person must have access to the OEM repair information to ensure not only that the proper components are ordered, but that the proper materials, hardware and products to affix the replacement components are ordered correctly.

Many of the rivets, bolts and nuts that require replacement are difficult for the dealership parts personnel to find because they are not used to looking them up, as these products are rarely asked for. By providing the parts numbers from the repair manual, it makes the job of dealership parts

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personnel easier and ensures a quick turnaround for you on the delivery of those products.

replacement procedures, even if all they did was R&I a component. The following are some examples:

Too many in the collision repair industry feel that experience trumps everything and that OEM procedures are just there to sell parts. Nothing could be further from the truth. Your liability can be exposed (remember the John Eagle case in Texas), and incorrect repair attempts may be made due to lack of knowledge of the material you are working on. The amount of years that you have been doing something doesn’t qualify you as an expert. Without annual training and education on the advancements of vehicle design, technology, substrates and joining methods, your experience is meaningless.

Over the past seven years, vehicles have changed dramatically in structural material design, electronics (safety features) and joining methods, which have required collision repair facilities to purchase different equipment and obtain new training techniques. The vehicles being produced today are unlike anything most of the industry has experienced, seen or even worked on.

Need proof? Look no further than the industry-wide panic over the announcement of the 2015 Ford F150, which was no big deal or even a worry for the seasoned and highlytrained European OEM Certified Collision Repair Facilities (CCRF), as those technicians and facilities have been working on aluminum intensive vehicles since the mid-1990s.

Ignorance is not an excuse.

Collision repair professionals must understand that when replacing and/ or repairing components, they must review electronic and mechanical

When replacing a front door assembly with a back-up camera (affixed to the deck lid, hatch, tailgate and lift gate), you must review the mechanical procedures for replacement of the camera assembly and associated components. Many of the mirror assemblies on late-model vehicles have cameras and sensors associated with the blind spot monitoring system, lane departure system, all-around camera and/or back-up camera. Because you R&I’d the mirror to replace the door assembly, you may have to realign or initialize the position of the camera to the module, other cameras or sensors.

This information will be in the mechanical manual for replacement of these components.

You are replacing a headlamp or tail lamp assembly that requires the front or rear bumper fascia to be removed.

If the vehicle has parking sensors, all-around cameras, lane departure or rear approach safety systems, you may have to realign these systems. This information will be in the mechanical manual for replacement of these components.

After a collision – any collision – no matter how mild or significant, with or without an airbag component deployment, the passenger-seat Occupant Weight System (OWS) will generally require reweighing and sensitivity checks. This information will be in the mechanical manual for replacement of these components.

One major misconception we hear all the time in the collision repair industry

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EASY WRITER is, “The information should be free, and should be with the part when we buy it.” No, it should not. The information is available online at the OEM technical website. Almost all OEMs offer service and repair information on their technical websites.

There are multiple ways to find access to these sites: Google it: “OEM collision repair information” or “(OEM Brand) collision repair information” I-CAR OEM Repair Technical Information (rts.i-car.com/oem-information.html) OEM1STOP (oem1stop.com/) SCRS (scrs.com) The Database Enhancement Gateway (DEG) (degweb.org) Many of the OEMs offer some information for free online, but the information can be limited. For a small fee, you can access all the information, which includes collision, mechanical, electrical and service/ maintenance repair manuals. The repair information must be accessed multiple times once the vehicle enters the repair facility. (You can download the manuals as PDFs and save them to the file.) Additionally, the damage assessor will need to charge the customer for not only the fee for access (plus mark-up) to the OEM site, but also for the time to look up and review the information (for which the insurer will have to reimburse that vehicle owner).

The only way to become proficient and efficient with obtaining the OEM repair information is to CHANGE your Standard Operating Procedures (SOPs) tomorrow and apply these revisions to each and every repair order. The following may be helpful as a new SOP change in your facility: When writing the damage report, first go to the OEM website, pay for access, print the invoice to a PDF and save it to the Repair Order Folder.

Print the PDF for each of the manuals.

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Write your damage report and reference the manuals in each section of the vehicle you are working on (and adjacent components associated with the required repairs).

Take note of products and materials required for the replacement. If these components are not in the Estimating Database, add a line and manually write in the product or material description, price and part number.

(This will not only assist the technician, but also help the parts manager order the correct items).

Make each person involved with the repair order accountable for reviewing the OEM procedures with a sign-off checklist.

Make sure the electronic file has all the information, and have an offsite cloud storage.

As always, I hope this article has given you some new insight and a better understanding of the OEM procedures. If any questions arise, please feel free to contact me.

Collision Hub will be offering online self-study courses on understanding OEM repair procedures starting in the first quarter of 2018. NJA Larry Montanez, CDA is co-owner of P&L Consultants with Peter Pratti Jr. P&L Consultants works with collision repair shops on estimating, production and proper repair procedures. P&L conducts repair workshops on MIG & Resistance Welding, Measuring for Estimating and Advanced Estimating Skills. P&L also conducts investigations for insurers and repair shops for improper repairs, collision reparability and estimating issues. Larry is ISO 9606-2 Certified for Audi and Mercedes-Benz and is a certified technician for multiple OEM Collision Repair Programs. P&L can be reached by contacting Larry at (718) 891-4018 (office), (917) 860-3588 (cell) or info@PnLEstimology.com.

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Counting Down to SEMA 2017 SEMA PREVIEW by Kristen Dalli

W

ith just a few weeks left until SEMA 2017 hits the Las Vegas Convention Center (this year held from October 30-November 3), the level of excitement from the nearly 200,000 automotive industry representatives and enthusiasts set to attend is impossible to

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ignore. As the industry gears up for the 2017 edition of the Show, attendees can expect events both new and old. While the Repairer Driven Education (RDE) Sky Villa After-Party is an annual crowd favorite, the Society of Collision Repair Specialists (SCRS) will be introducing the inaugural Red Carpet Awards Breakfast, which will honor extraordinary efforts of some of the industry’s finest.

“It just made a ton of sense to have an event to recognize standout individuals, actions and companies,” says SCRS Executive Director Aaron Schulenburg.

“We’re really excited about it, and we think it’ll be a really special event.”

Returning to Vegas is the last Collision Industry Conference (CIC) of 2017, providing attendees with one jam-packed day of discussion of the most pertinent topics concerning collision repairers today.

“SEMA is the largest automobile show probably in the world,” says CIC Administrator Jeff Hendler. “We chose to go there because so many of our people will already be there.

Quite frankly, if you’re in the collision repair industry and you’re missing SEMA, you’re missing one of the only opportunities to see the newest technology, training and the best in education – all on display in one place.”

And the education doesn’t stop there.

NJA contributors Mike Anderson and Larry Montanez will be returning to present seminars at SEMA on November 1. Anderson will provide “100% Disassembly Best Practices – with Parts Mirror Matching,” while Montanez will offer “How to Find, Read and Understand OEM Procedures.”

“SEMA only keeps getting better,” Schulenburg opines. “There are two main things I love about it. First is the possibility it creates. If you feel like you need to be recharged or re-engaged about what you do, why you do it or who you do it for, that’s why you go to SEMA. The second thing I love is the people; the connections you can make at SEMA can change your business, and I’ve seen it happen. Go to SEMA!” A complete list of RDE classes and SCRS-related SEMA events (as well as registration information) is available at scrs.com/rde. NJA

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LEGAL PERSPECTIVE

by Mitchell Portnoi

Certified by the Supreme Court of New Jersey as a Civil Trial Attorney

Comprehensive vs.

Collision Coverage?

I was recently asked the question as to whether comprehensive or collision coverage applied when a vehicle was damaged as the result of a collision with a pedestrian. In this matter, the owner of the vehicle only had comprehensive coverage. Conventional wisdom says that when a vehicle is involved in a collision with an “animal” (perhaps a deer), comprehensive coverage applies. However, when a human being is involved, that person is not defined as an “animal.” While it is always best to look to the terms of the insurance policy to specifically define coverages, there has been some limited case law (outside of New Jersey) that has classified an “animal” as something other than a human being. A collision has been loosely defined as the coming together of two objects.

While the law in New Jersey has always been that the ambiguous terms of an insurance policy are generally to

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be construed as against the writer of the policy, and considered to favor coverage for the insured, it is still necessary to parse the language to determine if a coverage question has already been answered. While the argument can certainly be made that a human being is an “animal” and that the definition of a “collision” (two objects coming together) is somewhat contradictory, the courts that have discussed this issue have conclusively sided with the interpretation that an accident with a person is a “collision,” and that only collision coverage would apply.

Though this issue has been decided outside New Jersey, I would always begin any analysis by reviewing the policy terms before rendering any final opinion.

Perhaps in New Jersey, a “person” may not be defined as an “object.” NJA

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IN MEMORIAM: BURT GELTZEILER On August 1, the New Jersey collision repair community said goodbye to Burt Geltzeiler, one of the industry’s longestserving friends and supporters. Best known as one of the founding members (as well as a stockholder, Board participant and past president) of the Auto Body Distributing Co. (ABD), Geltzeiler also ran Auto Body and Service in Newark and operated a successful appraisal company (ABS Appraisal Service) in West Orange.

“Burt was very involved in Auto Body Distributing,” remembers ABD General Manager Karyn Breidt. “He had a lot of input and helped grow the company to what it is today. He was always looking out for what was best for the company. He looked at ways it could improve, and he always looked out for the body shops. His heart was in this company, and he helped me personally and professionally here. He was a mentor, and his passing is a loss for the industry.”

“I had the pleasure of sitting on the Board of Directors of the Auto Body Distributing Company for several years,” comments former AASP/NJ President Nick Kostakis (Angelo’s Auto Body, Irvington). “Burt was the seasoned voice of wisdom during our many discussions, often steering us in the right direction based on his many years of experience in the

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industry. He was great with numbers, and so we had him involved in overseeing our finances – but at the end of the day, Burt was a warm ‘people’ person.”

With more than 40 years of ABD participation under his belt by the time he retired from the field, Geltzeiler was able to use his vast knowledge to assist newer members in steering the company towards a bright future.

“He was a good, solid, historical part of ABD,” offers AASP/NJ Treasurer Tom Elder.

“He could give us a read on what happened in the past and what the trends were. You could ask him about a vote we had in 1999, and he would open this little book that he had. He had everything organized; he would pull out the minutes from that meeting!”

Above all, Geltzeiler is remembered as a devoted industry member who did all he could to better the professional lives of his peers.

“If he liked you and you did right by him, he always did right by you,” Elder says. “He always made sure [things] landed in your favor. He went out of his way to help anybody who asked him for it.”

AASP/NJ and New Jersey Automotive offer our deepest condolences to Geltzeiler’s family and friends.

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For Genuine Subaru Body Parts, contact these Authorized Subaru Dealers.

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Unsurpassed Quality.

Genuine Hyundai Parts.

HYUNDAI IS PROUD OF ITS REPUTATION FOR QUALITY AND SERVICE. SO ARE THE DEALERS AND BODY SHOPS WHO RELY ON GENUINE HYUNDAI PARTS. TO MAKE CERTAIN THAT YOU GET THE RIGHT HYUNDAI PART, ASK FOR THE WHOLESALE PARTS SPECIALIST AT THESE FINE DEALERS. Buy Hyundai Parts.

For Genuine Hyundai parts, contact these Authorized Hyundai Dealers.

MAXON HYUNDAI 2329 ROUTE 22 WEST UNION, NJ 07083 TOLL FREE: 800-964-7281 FAX: 908-851-5631

LIBERTY HYUNDAI 305 ROUTE 17 NORTH MAHWAH, NJ 07430 PH: 201-529-2400 FAX: 201-529-2138

ACTION HYUNDAI 180 US HIGHWAY 202/31 FLEMINGTON, NJ 08822 PH: 908-782-8250 FAX: 908-237-0036 E-MAIL:

WAYNE HYUNDAI 1244 ROUTE 23 NORTH WAYNE, NJ 07470 PH: 973-646-0333 FAX: 973-694-1700 waynehyundai.com

fmondello@flemingtonhyundai.com

hyundaipartsusa.com

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NO BRAKES by Ron Ananian

ONCE AROUND THE SHOP

Lately, I’ve been thinking about some important questions that affect this industry. What is the value of auto repair and how should it be measured? By price?

Speed? The cleanliness of the waiting room and the shiny marble floors? I think it’s all about the individual owner, and what a person is looking for.

Someone came in for service recently with a late model Honda. As part of the routine, a seasonal checklist and inspection were in order. At just over 63,000 miles, it was due for some service beyond an oil change. Tires, filters, fluids – all the usual stuff, but the owner didn’t seem interested. He thought the way dealers sold cabin filters was a scam, and so he didn’t see the value in them at all.

I want to know what he does for a living so I can judge that by the outside looking in and decide if there is value in it. Think about it: If he were the expert, he would be doing the service – not me. This happens far too often in this business: Judging the entire industry and their efforts by a few who present it badly. Then again, is the customer capable of understanding that?

A 2010 Lincoln with 105,000 miles also came in this week. Like the Honda, it too needed tires, filters, fluids, etc. The front brakes had been replaced by a dealer about seven months ago. (It doesn’t matter if it was a dealer or an independent – it just wasn’t done by us.)

There was a creaking in the right front brake when the car approached a stop sign. Something was clearly wrong somewhere. Upon inspection and disassembly, we found it was missing some caliper and pad support hardware and clips. Clearly poor workmanship.

I also had to replace the spark plugs at this mileage.

To do so, the top half of the intake manifold has to be removed. It’s not the worst job, but does take a bit of work and detail. Four of the six plugs were finger tight. The boot ends were greased as if someone had done them recently. I think they had been done without informing the customer of the procedure. The question here in my mind was: Do I pull the plenum and check them all? Yes, you have to. I couldn’t tell how old the plugs really were. They weren’t fresh, but they weren’t that old, either. Another issue of workmanship steering the repair industry poorly.

The Bottom Line is…

What defines a good and proper repair? In my book, the end justifies the means. How far did the vehicle go and how safely and reliably did it get there? That’s what counts. As a vehicle owner, the dollar can only be stretched so thin. Go ahead and do it yourself. I give you credit. But those days are clearly coming to an end.

Technology is forcing it in many ways, and who will be able to afford, much less fix, the cars then? NJA

“This is just me thinking out loud. See you on the radio. And of course: Good mechanics aren’t expensive – they’re priceless.”

Ron Ananian, owner of R\A Automotive in Waldwick, NJ (est. 1978), is heard weekly in 140 markets on his nationally syndicated radio talk show. He is a working technician and former AASP/NJ Board member. Beyond his radio show, Ron writes and speaks for the automotive industry at trade shows and events. Visit The Car Doctor online at www.cardoctorshow.com.

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Flemington Volkswagen 213 ROUTE 202/31 FLEMINGTON, NJ 08822 TOLL FREE: 877-657-2787 FAX: 908-782-1795 rmuir@flemington.com www.NJPARTS.com

Linden Volkswagen 900 EAST ELIZABETH AVE. LINDEN, NJ 07036 TOLL FREE: 800-343-5116 FAX:908-486-4232 www.lindenvw.com GeorgeP@lindenvw.com

Crestmont Volkswagen 730 ROUTE 23 NORTH POMPTON PLAINS, NJ 07444 PARTS DIRECT: 800-839-6444 FAX: 973-839-8146 www.crestmontvolkswagen.com

Trend Motors 221 Route 46 West Rockaway, NJ 07866 888-267-2821 FAX: 973-625-4985 www.trendmotors.com email:dreinacher@trendmotors.com

Paul Miller VW of Bernardsville 118 MORRISTOWN ROAD BERNARDSVILLE, NJ 07924 TOLL FREE: 877-318-6557 LOCAL: 908-766-1600 FAX: 908-766-6171 www.paulmillervw.com

Douglas Motors 491 MORRIS AVE. SUMMIT, NJ 07901 PHONE: 908-277-1100 FAX: 908-273-6196 TOLL FREE: 800-672-1172 www.douglasvw.com

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email: douglasparts@douglasautonet.com

DCH Volkswagen of Freehold 4360 ROUTE 9 FREEHOLD, NJ 07728 PHONE: 732-810-7903 FAX: 732-637-8297 www.dchvwoffreehold.com email: dfilipe@dchusa.com

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ARANJ 2017 Officers

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

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 Rodney Krawczyk - Ace Auto Wreckers (732) 254-9816 aceautonj@comcast.net Executive Director Brian Snyder - Auto Recyclers of NJ (609) 714-2339 brian@aranj.org

ARANJ 2017 Board of Directors Mike Ronayne - Tilghmans Auto Parts (609) 723-7469 tilghmans@snip.net Mike Yeager - EL & M Auto (609) 561-2266 elandmauto@aol.com

Ed Silipena - American II Autos (609) 965-6700 esilipena@yahoo.com Harry Shover - Porchtown Auto (856) 694-1555

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

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ARANJ

The Automotive Recyclers Association of New Jersey

Wharton Insurance Briefs

When selling used tires, it is crucial to remember that most tire manufacturers specifically exclude “Tires Purchased as Used” under their warranty. Many will deny any responsibility, which leaves the onus on you, the used tire dealer. This is why it is important to have a Used Tire Inspection Process for your employees to follow during the removal of tires from each vehicle. There should be a “Written/Documented” inspection process for used tires to be resold. Under this process: The tire should always be visually inspected, it should not be more than seven years old and the minimum depth tread should be one-eighth of an inch. This is not a complete list, and any other inspection procedures should be in effect when reselling used tires. It is also beneficial to keep a record or receipt of each used tire sale, and the receipt should have a disclaimer for the customer.

I would recommend you contact your agent/company to review an inspection process that best fits your exposure. If you would like to discuss this further, please contact me.

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

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ADVERTISERSâ&#x20AC;&#x2122; INDEX 1-800-NEW-PARTS ..............................................................................14-15 Accudraft ..............................................................................................63 Acme Nissan ........................................................................................4 Action Nissan of Flemington ..................................................................54 Amato Agency ......................................................................................65 American Honda Motor Company ..........................................................57 American Towman Exposition ................................................................41 Audi Group ............................................................................................36-37 Axalta Coating Systems..........................................................................6 BMW Group ..........................................................................................20-21 BMW of Springfield................................................................................17 Bridgewater Acura ................................................................................68 Cadillac of Mahwah ..............................................................................51 Carworx ................................................................................................38 Classic Audi ..........................................................................................61 Collision Equipment Company ................................................................31 Collision Equipment Consulting ..............................................................12 Clinton Acura ........................................................................................IBC Crestmont Family of Dealerships ............................................................58 Empire Auto Parts..................................................................................35 Estify Transfer ........................................................................................66 Fenix Parts ............................................................................................12 Flemington Audi ....................................................................................5 Flemington Group ..................................................................................48 Ford Group ............................................................................................42 Future Cure ..........................................................................................18 Glen Toyota............................................................................................OBC Hyundai Group ......................................................................................59 Innovative Solutions & Technology / Pro Spot ..........................................13 Klean Frame..........................................................................................35

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Lynnes Nissan East................................................................................42 Maxon Hyundai......................................................................................44 Maxon Mazda........................................................................................52 Mazda Group ........................................................................................32 MINI Group ............................................................................................49 Mopar Group ........................................................................................56 NORTHEAST 2018 ................................................................................19 NUCAR..................................................................................................24-25 Phillipsburg-Easton Honda ....................................................................IBC Polyvance..............................................................................................23 Porsche Group ......................................................................................64 PPG ......................................................................................................3 PPGMS ................................................................................................50 Princeton BMW ....................................................................................69 Princeton MINI ......................................................................................70 Safety Regulation Strategies Inc. ............................................................11 SEMA Show 2017 ................................................................................47 Sherwin-Williams ..................................................................................26, 46 Subaru Group ........................................................................................55 Subaru of Morristown ............................................................................45 Town Motors..........................................................................................53 Toyota Group ........................................................................................33 Toyota of Hackensack ............................................................................IFC Toyota of Morristown..............................................................................45 Tri-State Luxury Collection......................................................................8-9 Valtek....................................................................................................43 VIP Honda ............................................................................................68 VW Group..............................................................................................62 Westbury Jeep Chrysler Dodge Ram SRT ..............................................67 Wheel Collision Center ..........................................................................43

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