New England Automotive Report September 2014

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 1

N

E

W

E

N

G

L

A

N

D

AUT M TIVE SeRviNG The New eNGlANd ColliSioN ANd MeChANiCAl RepAiR iNdUSTRy MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

September 2014 U.S.A. $5.95

SwAMped: The Good (and Bad) News About a Busy Repair Season

www.grecopublishing.com

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 2

2 September 2014

New England Automotive Report

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 3

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 4

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 5

CONTENTS

September 2014 • Volume 12, No. 8

DEPARTMENTS 7 | Greco Publishing Names Alicia Figurelli Director of Sales PRESIDENT’S MESSAGE 8 | Frustration at the ADALB Continues

by Paul Hendricks LEGAL PERSPECTIVE 16 | Get Out Your Window Glass Scrapers!

by James A. Castleman, Esq. SEMA PREVIEW 20 | SCRS Lines Up Robust SEMA Schedule NEWS FROM LEXUS 24 | Luxury 2.0: Introducing the Lexus NX 180BIZ FEATURE 49 | Kick Fear to the Street!

by Rick White

34

FEATURES

by Joel Gausten

28 | National Issues Explored at Detroit Events 34 | From Aluminum to Google: Changing Technologies Reshape the Industry 40 | SWAMPED: The Good (and Bad) News About a Busy Repair Season

PUBLISHER’S MESSAGE 55 | Behind Enemy Lines

by Tom Greco

40

ALSO THIS ISSUE 10 | A MESSAGE FROM THE EXECUTIVE DIRECTOR 11 | AUGUST 6 ADALB MEETING REPORT 12-13 | AASP/MA ANNUAL CASINO NIGHT NOTICE 19 | AASP/MA SUSTAINING SPONSORS

31 | FOR SALE: 1476 PURCHASE ST., NEW BEDFORD, MA 61 | AASP/MA MEMBERSHIP APPLICATION 62 | INDEX OF ADVERTISERS

New England Automotive Report

September 2014

5

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 6

6 September 2014

New England Automotive Report

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 7

Greco publishing Names Alicia Figurelli director of Sales Thomas Greco Publishing Inc., publishers of New Jersey Automotive, New England Automotive Report, Hammer & Dolly, AASP-MN News and Wisconsin Automotive News, has named Alicia Figurelli Director of Sales.

Figurelli, the current vice president of the company, will be adding all sales responsibilities for the company’s publicaAlicia Figurelli tions as well as booth sales for AASP/NJ’s NORTHEAST® Automotive Trade Show and the NORTHEAST Conference Journal. A graduate of Seton Hall University, Figurelli joined Greco Publishing in 2003 as an editor before gradually moving up to managing editor. She was named vice president in 2009. A constant for over a decade, Figurelli is a well-known figure familiar with every facet of the industry, bringing experience from editorial, administration and management to go along with her sales abilities.

Alicia Figurelli can be contacted at (973) 667-6922 / (973) 235-1963 (fax) or via email at Alicia@grecopublishing.com. To learn more about Greco Publishing, please visit www.grecopublishing.com.

N

E

W

E

N

G

L

A

N

D

AUT M TIVE STAFF Thomas Greco (thomas@grecopublishing.com)

ART DIRECTOR Lea Velocci (lea@grecopublishing.com)

MANAGING EDITOR / DIRECTOR OF SALES Alicia Figurelli (alicia@grecopublishing.com)

PRODUCTION Sofia Cabrera (tgp4@verizon.net)

PUBLISHER

EDITOR Joel Gausten (tgpjoel@verizon.net) PUBLISHED BY: Thomas Greco Publishing, Inc. 244 Chestnut Street, Suite 202, Nutley, NJ 07110 Corporate: (973) 667-6922 / FAX: (973) 235-1963

www.grecopublishing.com New England Automotive Report is published monthly by TGP, Inc., 244 Chestnut Street, Suite 202 Nutley, NJ 07110. Distributed free to qualified recipients; $48 to all others. Additional copies of New England Automotive Report are available at $5 per copy. Reproduction of any portions of this publication is specifically prohibited without written permission of the publisher. The opinions and ideas appearing in this magazine are not necessarily representations of TGP Inc. or of AASP/MA. Copyright © 2014 by Thomas Greco Publishing, Inc. Images: Cover ©www.thinkstockphoto.com/Digital Vision, www.thinkstockphoto.com/Pixsooz; pg. 5, 34: www.thinkstockphoto.com/Oksana Kostyushko; pg. 17: www.thinkstockphoto.com/ThinkStock Photos.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

AASP/MA EXECUTIVE COMMITTEE PRESIDENT Paul Hendricks VICE PRESIDENT Molly Brodeur SECRETARY Gary Cloutier ACTING TREASURER Molly Brodeur IMMEDIATE PAST PRESIDENT Rick Starbard

AASP/MA STATEWIDE DIRECTORS COLLISION DIVISION DIRECTOR Adam Ioakim ASSOCIATE DIVISION DIRECTOR Don Cushing

AASP/MA CHAPTER DIRECTORS

Save the Dates for

NORTHEAST® 2015!

MARCH 20, 21, 22

N/E CHAPTER COLLISION DIRECTOR Alex Falzone S/E CHAPTER COLLISION DIRECTOR Kevin Gallerani S/E CHAPTER MECHANICAL DIRECTOR Michael Penacho MIDSTATE CHAPTER COLLISION DIRECTOR Tom Ricci WESTERN CHAPTER COLLISION DIRECTOR Peter Langone WESTERN CHAPTER MECHANICAL DIRECTOR Ed Nalewanski

AASP/MA EXECUTIVE DIRECTOR

WWW.AASPNJNORTHEAST.COM

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

Proudly Presented by

WWW.AASPMA.ORG New England Automotive Report

September 2014

7

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 8

PRESIDENT’S MESSAGE

FRUSTRATioN AT The AdAlB CoNTiNUeS Is anybody even paying attention, anymore?

Let me begin this month’s message by saying no, this is not a printing error. While the column you’re about to read may seem familiar, the truth is that I’m simply continuing to voice the frustrations that I’m sure many industry members are feeling at this moment, as the Auto Damage Appraisers Licensing Board (ADALB) is once again showing their failure to act with our best interests in mind.

As you will read in Jillian Zywien’s Executive Director’s Message as well as this month’s ADALB Meeting Report, I am disheartened to note that an attempt to revisit the digital imaging issue has once again been dismissed.

Tom McClements (one of two ADALB Board members representing the collision repair industry) called into question the May 20 Advisory Ruling, which served to consider photos and videos as suitable for personal inspection in the appraisal process. For obvious reasons, AASP/MA is concerned by this decision, as it not only leaves the question of “quality” up for interpretation (since a repairer’s idea of a “quality” image and an appraiser’s may vary greatly), but also flies into the face of regulations that have been in existence for more than 30 years. Unfortunately, as had happened when the ruling was argued at the May 20

8 September 2014

New England Automotive Report

meeting, the repair industry’s concerns were not heard. Despite McClements’ motion to retract the Advisory Ruling (and a second from fellow Board member Joe Coyne), the decision was ultimately upheld by a majority vote to keep the ruling as is. The matter was then declared “disposed of.”

Another issue we as an association take exception to is the recent implementation of GEICO’s ARX plan operating in Massachusetts. The approval of this program - which allows drive-in claims centers to operate in the Commonwealth - is another direct violation of Massachusetts regulation 212 CMR 2.02, which clearly states that an appraiser operating a drive-in appraisal service for an insurer at a repair shop represents a conflict of interest.

Both AASP/MA and Commerce Insurance have filed complaints on this issue to the ADALB. When heard and discussed, it became clear to all in attendance that not only would our complaint not be addressed that day, but also that the efficacy - and, in my opinion, the loyalties - of the Board itself should be called into question once again.

Interestingly, though he did recuse himself from the discussion, one of the ADALB members is actually one of

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 9

the appraisers against whom AASP/MA has filed a complaint. This member was also one of those who ruled against revisiting the digital imaging Advisory Ruling. If that’s not a conflict of interest, I really don’t know what is. And further, I have to ask whether anybody at the ADALB is really paying attention, anymore! The ADALB was initially convened in part to facilitate and streamline the relationships between the collision repair industry and insurance appraisers.

Going by the last two ADALB meetings, it’s questionable at best whether the collision repair industry is being properly represented, or even taken seriously.

AASP/MA is working hard to tackle the issues affecting our members. Part of that focus is taking these concerns to bodies like the ADALB for resolution. Unfortunately, it seems that our requests are either being dismissed or going unnoticed, and further, being heard by a body whose loyalties may not necessarily lie where they should.

It’s a frustrating situation, to say the least, and I hope to be able to provide an update on our predicament in a future message. Until then, I regret to inform you that AASP/MA’s frustrations with the ADALB continue. In spite of our difficulties, however, I do urge you to pay attention to the ADALB. Things are going to surely heat up, one way or the other. And by all means, make sure you check out the video coverage of the August 6 ADALB meeting by visiting www.aaspma.org, and making your own decisions about the intentions of this Board.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

AASP/MA President Paul Hendricks is the owner of Hendricks Auto Body in Uxbridge, MA. He can be reached at (508) 278-6066.

New England Automotive Report

September 2014

9

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 10

A MESSAGE FROM THE EXECUTIVE DIRECTOR

AASp/MA Challenges GeiCo ARX plan, Gears Up For Fall events Happy fall, members!

By now, many of you are aware of the newly-approved GEICO ARX plan operating in Massachusetts. Whether inadvertently or advertently, the approval of the ARX plan has created a

drive-in claims service in eight body shops throughout the Commonwealth.

According to Massachusetts’ regulation 212 CMR 2.02 (7), “ it shall be a conflict of interest if any licensed appraiser operates a Drive-In Appraisal

Service for an insurer at a repair shop.”

As such, AASP/MA has filed five complaints on the licensed GEICO appraisers operating illegally with the Auto Damage Appraisers Licensing Board (ADALB). AASP/MA has also forwarded the complaints to the Division of Insurance and the Attorney General’s Office. As you will read in this issue’s ADALB report, Commerce Insurance has also filed complaints against GEICO Insurance and the licensed GEICO appraisers.

After a heated discussion on hearing the complaints in an open forum, the Board ultimately decided that they would be heard in executive session.

We expect the Board to take the issue up at their next meeting on September 26. Full video coverage of the August 6 ADALB meeting is available to members on AASP/MA’s website, www.aaspma.org. I strongly encourage you to watch the video in its entirety.

The ADALB Board also discussed the creation of a document outlining discussions they have had relative to the regulations 211 CMR and 212 CMR since December, which will be presented at the next meeting. AASP/MA hopes to work with the Division in creating that document, and we expect the Division to schedule a listening session for all interested parties on their suggested changes to the regulations shortly thereafter. Please check NEAR and our Damage Report newsletter for updates as they become available.

The Legislature broke for summer recess on July 31. Although we experienced some challenges with our Labor Rate Bill, we were successful in killing continued on pg. 58 AASP/MA Executive Director Jillian Zywien has been a senior account executive at Lynch Associates for over six years. She can be reached at (617) 574-0741 or via email at jzywien@aaspma.org.

10 September 2014

New England Automotive Report

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 11

ADALB MEETING REPORT

personal inspection Advisory Ruling, GeiCo Complaints discussed at

August 6 AdAlB Meeting The August 6 meeting of the Auto Damage Appraisers Licensing Board (ADALB) hosted all members of the board. (Board counsel Mike Powers was present for the entire meeting and Rob Whitney entered the meeting prior to discussion on Commerce’s and AASP/MA’s filed complaints.) Tom McClements began the meeting by requesting that changes be made to the regular and executive session minutes of the previous meeting to accurately characterize his position. Following approval of the minutes, Carl Garcia reported on the results from the June 17 Part II exam. Seventy-one individuals took the exam; 20 failed. Garcia reported that these were some of the best results he has seen for the test. The next exam is scheduled for August 26 at the Holiday Inn in Taunton, with Garcia hosting a review in his shop at 3pm the day prior to the exam.

After a brief discussion on regulatory changes and

AFTeR MUCh diSCUSSioN, McClements made a motion to retract the Advisory Ruling regarding the definition of “personal inspection.”

The motion was seconded by Joe Coyne. during the roll call vote, dave Krupa, Carl Garcia and the Chairman voted in opposition. The ChAiR

deClARed The MATTeR diSpoSed oF. the process for moving forward, it was decided that Powers would prepare a document for the next meeting outlining the Board’s discussions since the December 2013 meeting on changes to the regulations.

Following the Board’s approval of the outline at their next meeting (scheduled for September 23), a listening session will be scheduled. All interested parties will be allowed to participate in that meeting. In the meantime, AASP/MA staff will be reaching out to Powers to offer assistance with the creation of the outline to ensure all prior discussions are captured.

Joe Coyne addressed the Board with Old Business relative to the recent letters being sent out by insurance companies to body shops to ensure compliance with the removal of inspection stickers. (Metropolitan was recently fined $250,000 by the Attorney General for violation of this law.) According to Coyne, this practice has

not been done in years and was a “gift” to the body shops from former Registrar of Motor Vehicles, Jerry Gnazzo. He asked that the Board request the AG attend the next meeting to clarify this issue and advise whether or not inspection stickers should be removed.

Following a discussion on this issue*, Dave Krupa suggested the Board contact the Commissioner instead and copy the AG on a letter relative to this issue, to ask how the Board should proceed in advising licensed appraisers. McClements offered to write that letter for the Board and present it at the next meeting.

McClements then asked the Board to retract their recent Advisory Ruling on photos/videos being considered personal inspection under New Business. In his opinion, the Board’s recent ruling is in direct violation of current regulations. Garcia reminded the Board that they had received a five-page opinion from Robert Whitney on photos/videos being considered personal inspection. After much discussion, McClements made a motion to retract the advisory ruling regarding the definition of “personal inspection.” The motion was seconded by Joe Coyne. During the roll call vote, Dave Krupa, Carl Garcia and the Chairman voted in opposition. The Chair declared the matter disposed of.

Peter D’Agostino rose to speak to the Board relative to AASP/MA’s paint and materials complaint that has been before the Board for two meetings. Chairman Cox reviewed the minutes of the meeting and declared there was a tie in voting, as he had to leave the Executive session. He agreed to reconsider the complaint during executive session following the meeting.

Next on the agenda were the four complaints filed

by Commerce Insurance and the five complaints filed

by AASP/MA. Joe Coyne made a motion to hear complaints in the public meeting. Attorney Whitney advised the Board that hearing the complaints in public session would violate state law, but offered that the Board could return following their executive session.

Coyne furthered his position by stating his desire to return from executive session, as the attendees are entitled to hear what is going on with this industry-wide issue. Attorney Whitney again stated that Coyne’s motion would violate state law, as there are serious accusations presented in the complaints against individuals.

Peter McCue, outside counsel for Commerce Insurance, was recognized by the Board with his desire to remain in public session. Steve Goldblatt, lobbyist for GEICO Insurance, was also recognized with a request for more time to analyze the complaints against his client, as he had only received them the night before the meeting.

D’Agostino of AASP/MA agreed with Attorney Whitney in that the Board should adjourn to continued on pg. 58

*To view video coverage from the August 6 ADALB meeting, please visit www.aaspma.org.

New England Automotive Report

September 2014

11

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 12

12 September 2014

New England Automotive Report

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 13

New England Automotive Report

September 2014

13

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 14

14 September 2014

New England Automotive Report

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 15

New England Automotive Report

September 2014

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 16

LEGAL PERSPECTIVE

GeT oUT yoUR wiNdow GlASS SCRApeRS!

by James A. Castleman, Esq. It was reported at the most recent Auto Damage Appraiser Licensing Board meeting that Attorney General Martha Coakley recently fined MetLife Insurance $250,000 for failing to have their appraisers remove safety inspection stickers from damaged motor vehicles. And I have confirmation from a very reliable source that the Attorney General’s office has been looking into whether appraisers for other insurance companies are removing the stickers, and if not, why.

This seems to be sending shock waves throughout the Massachusetts auto insurance and collision repair industries, as it has been many years since either insurance appraisers or body shop appraisers have been routinely removing inspection stickers. Yet there is a statute directly on point that is quite clear as to what it mandates, so perhaps the shock waves resulting from failure to comply with that statute should have been anticipated.

The law The Auto Damage Appraiser Licensing Law (M.G.L., Chapter 26, §8G) states in part: “Whenever an appraiser determines that a motor vehicle is damaged such that (a) it may no longer meet the safety standards established by the registrar of motor vehicles under section seven A of chapter ninety; or (b), it may no longer comply with the motor vehicle emission standards established by the commissioner of the department of environmental protection under section 142M of chapter one hundred and eleven, then the appraiser shall remove the certificate of inspection from the vehicle and no new certificate of inspection shall be issued for such vehicle unless, upon reinspection of the vehicle pursuant to section seven V of said chapter ninety by an approved inspection station, such vehicle meets said safety standards and is otherwise in compliance with motor vehicle emission standards.”

There are no exceptions to the rule in the statute.

WHENEVER any appraiser determines that a damaged vehicle may not meet the requirements for getting a safety inspection sticker, or may not be able to meet a vehicle emissions test, then that appraiser SHALL remove the vehicle’s inspection sticker, and no new sticker may be issued until the car passes a Massachusetts safety and emissions test at a licensed inspection facility. The ADALB’s regulations also make it clear that a licensed appraiser must follow the requirements of the statute, saying: “If, while in the performance of his or her duties as a licensed auto damage appraiser, an appraiser recognizes that a damaged, repairable vehicle has incurred damage that would impair the operational safety of the vehicle, the appraiser shall immediately notify the owner of said vehicle that the vehicle may be unsafe to drive...The licensed auto damage appraiser shall also comply with the requirements of M.G.L. c. 26, §8G, the paragraph that pertains to the removal of a vehicle’s safety inspection sticker in certain situations.”

16 September 2014

New England Automotive Report

The statute does allow for tweaking the rule somewhat, since it also provides that “[t]he registrar of motor vehicles shall establish rules and regulations for the enforcement of this paragraph.” And, the registrar did issue regulations that cover how the process of removing inspection stickers is to be administered. Yet the basic requirement for removal of the vehicle’s inspection sticker by a licensed appraiser remains, and the registrar’s regulations make it manifest that licensed appraisers need to comply.

The Registrar of Motor vehicles’s Tweaks Instead of appraisers just removing inspection stickers, and then vehicle operators not being able to operate their vehicles at all, the registrar’s regulations require the replacement of a removed sticker with a special temporary inspection sticker that is good for 20 days. The purpose of this provision is to allow temporary operation of an otherwise drivable vehicle, so that the vehicle owner can drive home or to their repair shop without having to worry about getting ticketed for operating without an inspection sticker, and without having to pay the insurance surcharge that would result from being found responsible for operating without a sticker. While one may question whether this may inappropriately allow the continued operation of an unsafe vehicle, it does address the reality of what people are likely to do, and does only provide for a short window of temporary operation.

Temporary inspection stickers are available from the Registry of Motor Vehicles, and can be obtained by all licensed auto damage appraisers. Certain vehicle information must be recorded on them, as well as on a detachable stub that is to be kept by the appraiser or his or her employer for at least one year. There are also prohibitions against selling or transferring temporary inspection stickers, or otherwise improperly using them.

A second tweak made by the registrar’s regulations is to relieve appraisers from having to perform an exhaustive safety inspection that would require them to examine all items that might not pass. Rather, the appraiser’s obligations apply only to “obvious visible safety or emissions damage included in the itemization of parts, labor or service necessary to restore the damage for which the claim is initiated.” So, the appraiser does not have to go beyond the damage that he or she is actually appraising, and the defect has to be apparent.

There also exists a further limitation of an appraiser’s obligations. The regulations list 10 items that the appraiser should be looking at, and presumably these are the only 10 items that have to be addressed: The brakes, exhaust system, fuel tank, horn, lighting, seat belts, sharp protruding metal, steering and suspension, tires and windshield and windshield wipers.

The registrar’s regulations also address, at some length, what an appraiser is required to do if he or she is prevented

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 17

from removing an inspection sticker, whether because the car is locked, because the owner does not allow access to the interior or for any other reason. In that situation, the appraiser is required to fill out a form (the language of which is set out in detail in the regulations) that essentially tells the vehicle owner their car is unsafe to drive, that Massachusetts law requires the removal of their inspection sticker under these circumstances and that the owner has to either arrange to get a temporary sticker or have their car repaired. The form is to be in three identical parts, one of which is to be mailed to the owner, one of which is to be attached to the appraisal and one of which is to be kept by the appraiser.

Analysis and Comments There are a number of matters to consider with regard to the inspection sticker removal law: First, the governing statute and regulations apply to all appraisers, not just to insurance company appraisers. So, if you are an appraiser working for a collision repair shop, then you are just as responsible for removing inspection stickers when you are writing your appraisals as are insurance appraisers when they are writing theirs. You too are subject to having your appraiser’s license suspended or revoked, being fined, or your shop being penalized by the Attorney General or the Division of Standards if you are not removing stickers.

Second, please understand that this is a safety issue. Damaged vehicles may be unsafe to drive. But as long as their inspection stickers are intact, there may be no obvious reason for an owner to stop driving their car or for a law enforcement officer to stop an operator from driving down the road endangering people’s lives.

With regard to this second issue, I found it interesting that one of the members of the ADALB, while discussing the issue at the recent meeting, publicly claimed that the inspection sticker law was merely a “gift by Jerry Gnazzo to the repair industry when he was registrar of motor vehicles.” With all due respect to that ADALB member, Jerry Gnazzo, a former MABA president and subsequent registrar of motor vehicles, had nothing to do with it. He was just unlucky enough to have been the registrar who happened to be in office when the RMV regulations were required by law to be issued. I should know, because I was involved in developing the language of the statute and helping to get the Massachusetts legislature to enact it.

It is true that various other members of the collision repair industry were instrumental in getting the statute passed, but it was always based on a safety issue, one that came to the forefront when the Auto Insurance Reform Act was enacted in the late 1980s. It was then that vehicle damage claimants were allowed to accept full claim payments from their insurers without any requirement to actually make repairs. And on the immediate heels of the passage of the Re-

form Act, there were a lot of cars seemingly traveling sideways down the road, with chunks of their fenders protruding into oncoming traffic.

Third, as was pointed out at the ADALB meeting, problems did arise for appraisers who were dealing with claimants who were not happy about their inspection stickers being removed. In my opinion, this was no reason for appraisers to stop obeying the law. There are many laws that many of us may not like. But we are a nation of laws, and if we are going to be good citizens, then we are going to have to accept the existence of those laws, and either obey them or be prepared to live with the consequences of not doing so. None of us are happy to have our cars inspected every year, as mandated by the Massachusetts vehicle inspection laws; yet we have to get that inspection if we want to continue to be able to drive on public highways. It is also suggested that the problems that arose between appraisers and claimants could have been better dealt with by appraisers and insurers properly educating vehicle owners on what the law requires and the safety issues being addressed.

Fourth, I note that the same member of the ADALB who saw the sticker removal statute as a “gift” also publicly expressed concern that appraisers have to incur the expense of printing the three- part form required by the registrar’s regulations. Again, with all due respect to that ADALB member, in my opinion this complaint is a lot of bull. The required form is easy to fill out, is not particularly long and can easily be printed in three parts on one page. If this is the biggest expense that this Board member has to be concerned with in his business, then he must really be in trouble. Most, if not all, businesses incur expenses because of regulatory requirements of one kind or another, and we all bear those expenses, or else we find another line of work.

Fifth, there may be personal liability for damages that could be assessed against an appraiser that fails to remove a sticker. After all, if you fail to obey the law and a vehicle operator who does not know that his car is unsafe to drive gets into an accident where someone is injured or killed as a result, then your failure to obey the law may be seen as a contributing factor.

A sixth and final thought to ponder: What are insurance appraisers who are remotely preparing appraisals based on digital images going to do about removing inspection stickers? Will there be such a thing as virtual inspection sticker removal?

Conclusion I’m not sure what the Attorney General is going to do about insurers that are not mandating that their appraisers continued on pg. 62 New England Automotive Report

September 2014

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 18

18 September 2014

New England Automotive Report

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 19

AASP/MA ASKS YOU TO PLEASE SUPPORT OUR SPONSORS!

2014 AASP/MA NEWSLETTER SPONSOR

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

New England Automotive Report

September 2014

19

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 20

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 21

SEMA PREVIEW

SCRS lines Up Robust SeMA Schedule One of the most popular events in today’s collision repair industry, the annual SEMA Show will return November 4-7 to the Las Vegas Convention Center in Las Vegas, NV. For a fifth year, the Society of Collision Repair Specialists (SCRS) will be at the Show to host a series of special Repairer Driven Education (RDE) courses designed to provide attendees with information to successfully navigate an ever-changing profession. AASP National will serve as a sponsor of this year’s RDE festivities.

On November 4, New England Automotive Report contributor Larry Montanez (P&L Consultants) will present “Aluminum Repair Procedures, Techniques & Requirements,” followed by his November 6 program, “Check Yourself - Departmental Quality Control to Prevent Incorrect Repairs.” On the same day, Mike Anderson (Collision-

Wednesday, November 5. This Summit is a completely unique networking and learning opportunity designed to put SEMA show attendees in a room with a content-rich agenda focused on emerging trends and evolution in vehicle design, construction and technology as it relates to the collision repair environment. The format, featuring elevated discussions surrounding shop-floor issues, will include high-level speakers, panel discussions, breakout sessions, hands-on technology displays and organized interaction with OEM representatives and others with direct impact on vehicular changes relative to collision repair.

This event will give attendees great insight into current and future requirements necessary to maintain pace with the automakers in their repair business and operate within a highly competitive marketplace.

Advice) will present “Using Industry Statistics to Your Advantage,” a two-hour course that will look at industry trends, OEM trends and statistics from the latest sources from across the country. The seminar will also explore legislation, laws and pending court cases that could impact collision repair businesses. On November 6, Tim Ronak of AkzoNobel will preside over “Surviving the Push for Refinish Reductions - Spot within Panel Survival Kit.” The 120-minute presentation will offer a 2014 update on the industry-acclaimed “Spot within Panel Survival Kit,” designed to utilize the databases to deflect requests to “alter” or “reduce” refinish times. This year’s impressive list of RDE presenters also includes (among many others) California-based instructor Toby Chess, Domenic Brusco of PPG, Steven Feltovich of Sherwin-Williams Automotive Finishes and Kristen Felder of Collision Hub. SCRS’ RDE event schedule at SEMA will also feature the first-ever OEM Collision Repair Technology Summit on

SCRS Executive Director Aaron Schulenburg is pleased to report larger-than-expected registration figures and an increase in the number of collision repair vendors signing up to be a part of the festivities. This includes not only new names to the exhibition area, but also newly expanded footprints by scores of previous vendors.

“The numbers continue to go up every year, and I think that demonstrates the way this content hits home with repairers,” he says. “We have a great partner in SEMA; they really share the vision we have for delivering a home for the collision industry at this event.”

Other special events during SEMA include the SCRS RDE Welcome Reception on November 4, the AASP National Board meeting on November 5 and the Collision Industry Conference (CIC) and SCRS RDE Sky Villa After-party on November 6. For registration information and a complete listing of RDE events, please visit www.semashow.com/scrs.

MASSACHUSETTS

BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

New England Automotive Report

September 2014

21

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 22

22 September 2014

New England Automotive Report

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 23

New England Automotive Report

September 2014

23

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 24

NEWS FROM LEXUS

luxury 2.0:

introducing the lexus NX lexus is about to revolutionize the luxury vehicle world.

In late July, members of the automotive media gathered in Nashville, TN for a special preview of the all-new Lexus NX. Inspired by performance vehicles, the 2015 NX unites the engineering input of racers with the impeccable touch of Lexus luxury in a design that steals the show.

The 2015 Lexus NX debuts with the NX 200t (which boasts a turbocharged 2.0-liter four-cylinder engine) and the NX 300h hybrid (which offers a real driving kick, thanks to a new transmission with a kickdown function). In addition to offering an aggressive grille and front lower bumper, the NX F SPORT package features Active Sound Control to enhance the auditory experience and adjust engine note volume in the cabin. Special wheels, black exterior mirrors, exclusive interior trim and front sport seats round out the package.

The new Lexus NX features numerous firsts in a Lexus: The all-new 2.0-liter turbocharged gasoline engine has a combination water-cooled cylinder head, integrated exhaust manifold and twin-scroll turbocharger; A kickdown switch in the hybrid, which, as in conventional vehicles, ensures maximum power is delivered when required; The front axle adopts a pre-load differential to control differential torque. It assists turning on slippery roads and straight-line stability at high speed; Standard energy-efficient LED headlights and taillights; and Touch-sensitive interior lamp switches in the headliner.

24 September 2014

New England Automotive Report

The Lexus NX uses MacPherson strut front suspension with high-rigidity components and low-friction moving parts. A newly designed trailing arm double wishbone rear suspension separates the coil springs and dampers to optimize agility, stability and ride comfort while also providing an unusually low floor for an SUV. Specially reinforced suspension components help to minimize the shake and shudder caused by lateral loads that change the tread width of a tire as the wheel reacts to an undulation.

From its dramatic spindle grille and L-themed headlights to a body that appears carved from a single chunk of metal, there will be no mistaking the 2015 Lexus NX for anything else in its class. It’s a look that conveys the functionality and performance of a premium, compact performance vehicle. The crouching, muscular stance, in part a result of providing good ramp-over angles for light-trail driving, is accentuated by having the highest point set back toward the rear of the roof.

The cabin design of the Lexus NX combines structural elements with luxurious yet functional materials and textures. The center console is the undeniable focal point, framed by bold silver-colored architectural elements and featuring kneepads on both sides. Leather-wrapped metal over high-contrast metallic colors provides visual depth.

The NX dashboard and console continue the Lexus concept of display and operational zones. Standard dual-zone automatic climate control offers an available fuel-saving S-Flow mode that detects a front passenger and directs airflow only to the occupied front seat or seats.

In addition to its exciting design, the Lexus NX offers an array of perks that add to a convenient driving

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 25

Above: The NX preview event featured an intimate performance by Nashville music stars Brett James (left) and Tim Nichols.

Far right: Owen Peacock, national product marketing manager for Lexus, introduces the new NX at a special press event in Nashville, TN.

experience. For example, the 2015 NX is the first Lexus to offer an available Qi wireless charging tray inside the console box. If a driver has a compatible smartphone or other device, just placing it in the tray will recharge its battery.

Additionally, the cup holders provide enhanced gripping, allowing for convenient one-handed bottle opening while driving.

Striking an intriguing balance between sporty and refined, the Lexus NX has been designed to appeal to new Lexus owners in their thirties and forties. Although an official MSRP was not revealed at the press event, the NX is expected to hit the market later this year at under $40,000.

After taking various NX prototypes for test drives through Music City, New England Automotive Report Editor Joel Gausten is confident that Lexus has another major hit on their hands.

“The NX effortlessly achieves Lexus’ goal of offering an exciting vehicle for an ever-growing demographic – young

professionals who seek an attractive balance between traditional luxury and the practical demands of parenthood,” he says. “Lexus hopes to sell around 36,000 of these vehicles in 2015. Considering all that this vehicle has to offer, I suspect the sales will be much greater. The NX is a perfect choice for a segment of the market that has been waiting too long for a great car like this. Is it possible to be conservative and exciting at the same time? The NX answers that question with a resounding ‘yes!’”

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

New England Automotive Report

September 2014

25

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 26

26 September 2014

New England Automotive Report

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:35 PM Page 27

New England Automotive Report

September 2014

27

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 28

FEATURE

National issues explored at detroit events On July 28 and 29, members of the national automotive community gathered in Detroit for a number of events that offered industry participants from various states an opportunity to gain insight into the news and issues affecting the greater collision repair field.

Media Matters In an ongoing effort to better inform and protect the motoring public, various industry groups have developed media campaigns in recent years to draw attention to critical issues. This is especially true of the Society of Collision Repair Specialists (SCRS), which used its Open Meeting on July 28 to outline many of its recent activities in the public arena. SCRS continues to be used as a resource by a number of national media outlets looking to learn more about the issues surrounding the collision repair industry and its work with insurers. In response to these ongoing requests, the association developed a media statement that Executive Director Aaron Schulenburg says “accurately and comprehensively characterized the mindset of many of the repairers out there today who are really trying to do quality repair work [under] the pressures that exist in our marketplace.” A portion of the statement reads as follows: The government’s pressure on automakers to reduce emissions is going to continue to impact vehicle design and increase the prevalence of an expansive list of lighter-weight materials and advanced technology. This continual evolution in automotive architecture intends to produce safer, lighter, more efficient vehicles and inherently requires increasing amounts of skill to repair. It is absolutely the industry’s obligation to react, equip our businesses and train our technicians to meet the demands of our changing fleet. The good news is that [through] efforts from industry organizations such as the Society of Collision Repair Specialists (SCRS), ICAR and others, the collision repair industry has increasingly more robust access to information from the automakers on the proper repair methods that should be used, the necessary equipment and the hazards of using certain parts or unaccepted procedures. As our industry invests in this highly sophisticated equipment and intensive, specialized training that are both often make and model specific, the costs of such investments have to be recovered. The biggest challenge facing repairers isn’t capability, but rather the downward pressure placed on repair businesses to do more, and invest more, perform faster and to do so for a lesser return.

28 September 2014

New England Automotive Report

Interestingly, in the United Kingdom (UK), the UK Competition Commission issued a summary of findings after analyzing the interaction between the insurance and collision repair market. They came to a conclusion that many repairers in the United States have known for a long time; the market is not working well.

Randy Stabler (Pride Collision Centers, Greater Los Angeles, CA) will take over as CIC Chair following the event’s November 2014 installment.

In fact, they specified that the market is not working well because “competition between repairers to obtain business from insurers is focused on low cost rather than high quality of repair; that is, repairers are insufficiently rewarded for offering a high quality of repair.”

Additionally, SCRS reported on Liberty Mutual removing a commercial, which the association had communicated concerns about, from television and YouTube in July. Members had reached out to the association regarding what they felt were condescending, destructive and misleading statements about those not involved in the Liberty Mutual referral program. Schulenburg, who said that many of his members were “disappointed by the approach that was taken by the carrier to promote their program at the expense of the remainder of the industry,” was pleased to report that the offending commercial will no longer be seen by the motoring public and that the carrier was very responsive to the industry concerns presented.

More information on SCRS is available at www.scrs.com.

The Changing Face of CiC With 2014 coming to a close, the Collision Industry Conference (CIC) will soon welcome a new chairperson to lead the group into the future. At the July 29 CIC in Detroit, it was announced that the past chairs selected longtime California collision repair professional and CIC participant Randy Stabler (Pride Collision Centers) to lead the group

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 29

for a two-year term beginning in 2015.

He will replace George Avery of State Farm, who will end his term after the November 6 CIC meeting in Las Vegas. Stabler is the co-founder of Pride Collision Centers, a multimillion-dollar collision repair company launched in 1983 that currently boasts six locations in Southern California.

He is expected to make his first public address before the CIC body at the November meeting.

cash in 2012. He pled guilty to the distribution of counterfeit merchandise and illegal possession of explosive devices and forfeited $1.7 million in sales proceeds. Borodin was later sentenced to 84 months in federal prison and will be deported to Russia when his term is completed.

William Hayes, a deputy special agent for the Department of Homeland Security, advised the CIC body to be skeptical of any airbag that is being

sold at a substantial discount.

“If a legitimate item is $1,000 and you’re getting it ‘on sale’ for $400, price is often a very good indicator of a counterfeit,” he said. “If it’s too good to be true, it probably is.”

More information on the Collision Industry Conference (CIC) is available at www.ciclink.com.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

Homeland Security Agent William Hayes warned CIC attendees of the risks associated with counterfeit airbags. homeland Security Steps in Joined by a panel comprised of various government representatives (including members of the Department of Homeland Security), the CIC Parts & Materials Committee used its July 29 presentation as an opportunity to educate attendees on the very real threat of counterfeit airbags. Not surprisingly, the government is coming down hard on anyone caught perpetuating the use of these dangerous items, which often contain chemicals that can be fatal if inhaled or absorbed through the skin. One counterfeiter in North Carolina, Igor Borodin, was caught with 1,514 fake airbags and $60,000 in New England Automotive Report

September 2014

29

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 30

30 September 2014

New England Automotive Report

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 31

FOR SALE: 1476 Purchase St., New Bedford, MA Iconic Commercial Garage for Sale & Service of Vehicles on High-Traffic Street Building and lot in first class condition, located just north of downtown New Bedford, MA. Easy highway access and prominent exposure to Route 18 N & S traffic flows.

Included in the sale is an adjoining lot, Map 72-Lot 231.

(Also available is one additional listing not adjoined to the property) This property has many unique features, including: • Waste oil recovery & heat system • 8 service bays • 2 Hunter alignment machines • 2 Hunter alignment racks • 4 Weaver lifts • Overhead pull-down light/power coils • In-ground exhaust • 2 air compressors (one main, one backup) • Central A/C & VAC in all office areas • Above-ground bulk oil storage • Separate wash/detail bay

• Recent EnergyStar interior & exterior lighting upgrade w/ exterior car lot LED lighting • Full technician reference library room • Separate service parts room • Service waiting area • 2 sales offices • Rear private owner’s office with bar, cook top, fridge/freezer, private bathroom and shower • Large illuminated exterior signage exposure to highway

For more information, please contact Gerald (Jerry) Wheeler, Broker/Realtor®, E.J. Pontiff Real Estate (508) 789-2801 cell / (508) 993-1082 fax (508) 961-1671 Office / jerry@pontiffre.com New England Automotive Report

September 2014

31

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 32

32 September 2014

New England Automotive Report

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 33

New England Automotive Report

September 2014

33

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 34

FEATURE

From Aluminum to Google: Changing Technologies Reshape the industry

by Joel Gausten

w

hen president obama made headlines back in July by riding a crash avoidance simulator at the Turner-Fairbank highway Research Center in Mclean, vA, he demonstrated the motoring public’s growing fascination with rapidly developing safety technologies that are revolutionizing the way vehicles are made – and repaired.

These days, it’s virtually impossible to read up on the automotive world and not come across news on things like autonomous emergency braking systems (designed to help a driver avoid a low-speed crash or to reduce its severity), adaptive headlights, electronic stability control (to prevent rollovers) and forward collision warning 34 September 2014

New England Automotive Report

systems with auto braking. of course, there is also the much-hyped self-driving car from Google. in addition to elevating automobiles to places they have never been before, these technologies are having a dramatic effect on everything from federal and state government to insurance company practices. Closer to home, these advancements have also sent shockwaves through the American collision repair industry. during a special July 29 presentation in detroit by the Collision industry Conference (CiC) Governmental Committee, Steve Regan of Regan Strategies outlined some of the many ways automated technologies are already impacting the automotive field. on the federal

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 35

Although autonomous braking systems, self-driving level, Regan shared that the National highway Traffic cars and various crash avoidance systems are intriguing Safety Administration (NhTSA) is “aggressively” insubjects for the collision repair community to consider, it structing auto manufacturers to implement greater autoappears that the full implementation of these technolomated technology in cars. gies on America’s roadways will remain little more than “They want this to be done because their goal is fascinating topics of conversation for at least the next sevsafety,” he said. “The less accidents, the safer the roads eral years. An award-winning facility owner who overare going to be.” sees one of the few i-CAR Gold shops in the state, on the state level, Regan noted that California, NeAASp/MA member James Marshall (Marshall’s Auto vada, Michigan, Florida and the district of Columbia alBody, Billerica) has seen only one vehicle with adaptive ready have some form of law on the books regarding the cruise control (an Audi A8) enter his facility – and that use of autonomous cars, despite the fact that these prodpart of the car hadn’t been damaged and didn’t even reucts have yet to even hit the market. in his mind, this is quire a repair. indicative of an escalating interest in addressing what “we try to stay ahead of the curve in making sure the could very well be the future of driving in the United guys [in my shop] are trained for whatever’s coming States. down the pike, but we haven’t seen “Those of us who have worked the actual application [of these rewith associations or have done any pairs] yet,” he says. type of lobbying know how tough it in Marshall’s mind, aluminum – is to get a law passed, so imagine not crash avoidance technology – is what’s going on when [four] states the trend that deserves the industry’s have already passed laws to regulate attention. the use of these vehicles [when] “Aluminum repair is going to be they’re not for sale at this time,” he the next big hurdle for all of us to said. overcome because of the footprint it Naturally, owners of self-driving takes up inside your facility,” he says. cars will still need to insure them. “[Aluminum-intensive vehicle manuRandy hanson, a claim director at facturers] want clean-space areas and Allstate, opined before the CiC body specific tools to work on aluminum that much discussion and considerastructures. That’s going to create an tion needs to take place before his inoverhead cost; some people are either dustry is able to fully comprehend going to be able to conform their exand react to how this kind of technolDuring the July CIC in Detroit, isting building or maybe put an addiogy will affect (among other things) Allstate’s Randy Hanson discussed tion on to adapt space to work on an indemnification agreements and the insurance industry’s response to product liability. the growth of autonomous vehicles. aluminum-body car.” with the new Ford F-150 and “i don’t know if you’re going to other aluminum-intensive vehicles have a preponderance of self-driving vehicles on the road in five years, but there will probably destined to have a substantial impact on tomorrow’s industry, Marshall is already planning to purchase land be some,” he said. “how do we react to that? how do we next to his present shop in 2015 and build a second facilmake those transitions from the way we handle claims ity (approximately 5,000 square feet) that will devote at today to the way we handle claims in that type of envileast 1,500 square feet just to aluminum repair. ronment?” even if many of the changes discussed in this feature Cost and sales figures are also major factors in deterwon’t truly start impacting most repair shops for a good mining how (and if) self-driving cars will impact society. decade or more, Regan joins a growing list of industry According to study by ihS Automotive (http://press.ihs. commentators who are urging repairers to start doing com/press-release/automotive/self-driving-cars-movingtheir homework now to be prepared for a technological industrys-drivers-seat), annual sales of self-driving cars revolution that will be here before they know it. worldwide (including models that would require at least As he told the CiC body, “it’s not on the back burner some driver involvement) will grow from 230,000 in 2025 anymore. everybody is talking about it; everyone is to 11.8 million by 2035. Additionally, the study claims that self-driving technology will add $7,000 to $10,000 to a thinking about it. Really, that’s why we need to talk about it.” car’s sticker in 2025. ihS Automotive expects self-driving cars (SdC) that include driver control to hit highways around the globe before 2025, while self-driving “only” cars are anticipated around 2030.

MASSACHUSETTS

BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

New England Automotive Report

September 2014

35

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 36

36 September 2014

New England Automotive Report

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 37

New England Automotive Report

September 2014

37

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 38

38 September 2014

New England Automotive Report

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 39

New England Automotive Report

September 2014

39

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 40

COVER STORY

SwAMped: The Good (and Bad) News About a Busy Repair Season

by Joel Gausten

And you thought the winter was good for business...

At the time of this writing, a considerable number of AASP/MA member shops were winding down their most active summers ever. While this time of year often calls to mind rest and relaxation, shops throughout the Commonwealth worked harder than ever just to keep up with the many vehicles hitting their bays. But is a constantly full repair facility a good thing for an owner, or just another headache? Is a spike in business indicative of changes in how consumers shop for repairs, or a sign of decreasing opportunities for new technicians? This month, New England Automotive Report reached out to shops to gain different perspectives on how the industry handled one of its most demanding eras.

40 September 2014

New England Automotive Report

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 41

All iN The FAMily A Massachusetts repair industry institution since 1952, Middlesex Auto Body in Natick enjoyed one of its busiest summers in recent memory thanks to a new account and the kind of solid reputation that can only be built over six decades in the community. A third-generation owner and repair pro, Jeffrey Williams took over the seven-person business from his father Steve in 2013 and has learned firsthand how consumer loyalty can keep a repair business going strong.

“We have a lot of older customers who know all three generations of owners and still come in,” he says. “We have a job scheduled next week where the people brought their car to my grandfather, then my dad and now me. Within those families, we have the grandparents, the parents and the kids all as our customers. The kids are in college now, but if they’re still in the area, they’ll bring their car here.

We’ve had cases where they’re going to school in Virginia, get in an accident and call us for a recommendation or advice on how to handle the situation. Just as we have three generations of owners, there are families we’ve been dealing with for three generations. My dad put a lot of effort into educating our clientele base so they understand the process and how the insurance companies want to play the game. When [customers] get into an accident, the first call they make is to us.”

Along with maintaining a steady workflow, Williams plans to spend the rest of 2014 working to get the facility ready to handle aluminum repairs – a process that has been helped along by his membership in AASP/MA. “The association is going out of its way to make sure we have the resources to make educated decisions for the materials, equipment and training we need to have for ourselves and our technicians,” he explains. “It’s also good to have other local owners and shop managers to bounce ideas off of. If there’s something you’re thinking about doing, you can run it by someone who has maybe gone through it or who decided against it for a particular reason.

When you’re making a big decision, the more information you have, the better off you’re going to be.”

Although the industry presents its fair share of obstacles and concerns, Middlesex Auto Body seems to have found the perfect formula for staying alive and profitable for more than 60 years.

“It all refers back to customer service,” Williams says.

“You have to listen to what your customers want, make sure that you’re taking care of their needs and try to make the process as seamless and painless as possible.”

New woRK, No help Unfortunately, a hefty work schedule doesn’t necessarily equal an improved business outlook. For many shops, an increase in repair orders has placed new pressures on an industry already feeling the weight of low wages and high technical demands. Although he has experienced a jump in overall work, Don Vermette of Vermette Auto Body (Feeding Hills) is having difficulty finding employees to handle

the load.

“One of the problems I have is that I’m on the Connecticut border and I’m losing a lot of employees [to] Connecticut shops that are getting paid $10, $15 more per hour than Massachusetts,” he says.

Actively looking for new hires, Vermette is facing an ever-growing dilemma in the Commonwealth auto community: Finding people willing to work for an employer in a state that gets the lowest Labor Rate in the nation.

“It’s to the point where it’s not even [about] who’s the best employee to have on [our] staff,” he says. “Just getting a body to walk through the door is almost impossible.”

Not surprisingly, Vermette says that it’s not just independent shops that are staring down at a near-empty labor pool.

“I heard [of] one dealership offering a $5,000 signing bonus for an employee, and they’ve been looking for quite a while,” he reveals. “They still haven’t [found] the right employee.”

The technician shortage comes at one of the most challenging times in automotive repair history. With everything from aluminum-intensive vehicles to autonomous braking systems affecting the educational side of the field, how will shops that are making far less than they deserve be able to keep up with the training to handle the next generation of technologically advanced automobiles?

As Vermette says, “If you’re too busy and not making enough money, how do you pay for I-CAR training for your guys?”

CATChiNG CARS wiTh The NeT Like Vermette, AASP/MA Secretary Gary Cloutier (Cloot’s Auto Body, Westfield) sees his unexpected boost in business (nearly 14 percent over last year, he says) as bittersweet. While he has been out straight since March of this year without the benefit of a single insurer referral partner, Cloutier sees the constant stream of new work as a reminder that he doesn’t have the number of technicians he needs to comfortably celebrate this success. In his mind, it’s nearly impossible to get young techs to embrace the trade at a time when “you have stories in the news about workers at McDonald’s who think they should be getting paid $15 an hour to serve hamburgers!”

According to the Bureau of Labor Statistics, “the median annual wage for automotive body and related repairers was $38,380 in May 2012. The median wage is the wage at which half the workers in an occupation earned more than that amount and half earned less. The lowest 10 percent earned less than $22,530, and the top 10 percent earned more than $65,390.” Not exactly huge numbers, especially when considering that Massachusetts falls on the lower end of that spectrum.

Of course, shop owners in today’s market also have to contend with an aging workforce. In a 2013 report prepared for AASP’s Pennsylvania affiliate, AASP-PA Collision Division Director Gregory C. McVicker elaborated on how this will affect the industry in the decade to come: New England Automotive Report

September 2014

41

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 42

42 September 2014

New England Automotive Report

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 43

New England Automotive Report

September 2014

43

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 44

44 September 2014

New England Automotive Report

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 45

COVER STORY In 2013, the average collision repair technician is 39 years old, according to I-CAR’s Education Foundation.

According to the same study, 48 percent of the technical workforce falls between the ages of 36 and 55. In a job with the physical demands of collision repair, the 83,136 technicians in the US that are between the ages of 36 and 55 will start leaving the industry over the next 10 years as they retire and move on to less physically demanding professions.

To make matters worse, as the insurance industry continues to suppress the Labor Rate in the name of “cost containment,” the field will become increasingly unattractive to younger workers as older generations leave the industry in droves. Who will be left to fix the cars?

“The system cannot keep going in the present direction; the numbers just don’t support it,” Cloutier says. “I think the system is going to collapse in five to 10 years. There’s no way of avoiding it. There are fewer people coming in than there are going out.”

To quote the film Titanic (perhaps the most suitable comparison to be made here), he adds that the eventual collapse of the current structure is “a mathematical certainty.”

As frustrating as his current circumstances may be, Cloutier does see an upside in the fact that he is earning more and more interest from consumers. These days, Cloot’s Auto Body is typically booked two weeks out – and vehicle owners have no problem waiting. Not too long ago, Cloutier received a call from a potential customer in Granby, CT. “I haven’t been this busy since back in the early ‘80s, when I had seven guys working for me!” he says.

The mystery surrounding the shop’s consistently filled bays clears up a little once you consider Cloutier’s ongoing efforts in marketing to his community. In addition to promoting himself online through Facebook and a website, he advertises in area publications and regularly sends out gift

veRMeTTe iS FACiNG AN eveR-GRowiNG dileMMA iN The MASSAChUSeTTS AUTo CoMMUNiTy: FiNdiNG people williNG To woRK FoR AN eMployeR iN A STATe ThAT GeTS The loweST lABoR RATe iN The NATioN. cards and other promotional items to customers. An online search for body shops in Westfield reveals that Cloot’s is the top-rated business of its kind in that market. Perhaps best of all, Cloutier tells us that more than a few consumers have remarked that they were enticed to use the shop after reading the five-star reviews left online by satisfied vehicle owners.

“If you’re not marketing yourself,

you’re going to be a dinosaur,” he says.

Of course, there is another important factor behind Cloutier’s current schedule: His shop is currently the only operational facility in the Westfield area that is an active member of AASP/MA. Where do you think Cloutier learned about many of the marketing tactics that he’s using to drive work to his shop? Membership indeed has its privileges.

“If you’re not part of an association in the field or trade that you’re in, you’re a fool,” he says. “You’re going to learn something either by going to those meetings or from another guy who’s in a similar situation.”

As evident in this feature, there is plenty of auto body work to go around these days. It’s just a matter of ensuring that shops receive their due financial rewards so that this increase in jobs can be celebrated as the victory it should be.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

New England Automotive Report

September 2014

45

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 46

46 September 2014

New England Automotive Report

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 47

New England Automotive Report

September 2014

47

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 48

48 September 2014

New England Automotive Report

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 49

180BIZ FEATURE

Kick Fear to the Street!

by Rick White You’ve made the decision to live bigger than you have, and man, you are pumped up! Shortly after this momentous event, your inner voice (that little voice in your head that tears you down and makes you second-guess yourself) kicks in and introduces you to fear.

When you push yourself to grow, your brain sees this as risk, and your fight or flight instinct cuts in. This causes your brain to run all the negative scenarios that could possibly happen: “I might lose my business, my spouse might leave me, my kids won’t love me...” get the idea? Depending on the intensity of your response, your pulse races, your arms and legs can twitch ready for action, your breathing shortens and you are ready to survive! The byproduct of this fight or flight response is “fear” and you can react a couple of different ways.

The first way to react to your fear is to shrink back, to contract. It’s easy to conclude that the risk of failure isn’t worth the effort and you decide to stay in the safety of your comfort zone. The problem with this reaction is twofold.

One, the safety you feel in your comfort zone is an illusion. Think of all the people blindly in their comfort zone when the recession hit...did it protect them?

NO! They were slapped into reality, unprepared mentally, emotionally and professionally, blaming the economy for their lack of preparedness. When you are in your comfort zone, you grow complacent and lethargic while the world races forward at breakneck speed. You stop growing. What’s worse, you don’t just stand still and gradually become obsolete; with the speed of change happening today, you are left standing there, choking on the dust of progress. Two, your comfort zone is going to lead to a life of mediocrity and what if’s, eventually leading to regret. In hindsight, you will realize that the fear of failure was nothing compared to the regret you feel because you tiptoed through life.

The second way to react to your fear is by over analyzing HOW you will achieve your goal. You want to be perfect, so you gather as much knowledge as you can, pour over every scrap, over

analyze, over plan for every conceivable scenario...and do nothing. It’s like going out to your car in the driveway, putting on your seatbelt, starting the engine, and then waiting until EVERY traffic light is green between your home and work before you leave! Does that make sense? I hope not.

Instead, recognize the little voice

for what it is, accept it and keep moving. Standing up, stretching out your arms as you take a big calming breath in really works to quiet that little voice.

Realize that you will be courageous, that you will act not in the absence of fear, but in spite of it. The most important thing you can do after you have continued on pg. 58

New England Automotive Report

September 2014

49

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 50

50 September 2014

New England Automotive Report

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 51

New England Automotive Report

September 2014

51

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 52

52 September 2014

New England Automotive Report

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 53

New England Automotive Report

September 2014

53

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 54

54 September 2014

New England Automotive Report

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 55

PUBLISHER’S MESSAGE

BehiNd eNeMy liNeS

by Thomas Greco, Publisher

For the last 52 years, I have lived 20 miles from Yankee Stadium, home of the New York Yankees. For the last 52 years, I have lived 10 miles from Madison Square Garden, home of the New York Knicks. When the Nets were in New Jersey, their arena was a 10-minute ride from my home.

But I have a secret: I’m a Red Sox and Celtics fan.

If you know the way Yankee and Knicks fans are, that’s equivalent to raising a Confederate flag in the middle of Harlem. Through all these years, although my loyalties have wavered every now and then, I always seem to come back to the Sox and the Celts.

It all began when I was about seven years old. One of my first baseball memories was watching the retirement of Mickey Mantle on TV. Now, my dad was a Joe Dimaggio fanatic. My brother loved Mantle. By the time I found an interest in the game, there wasn’t much left to root for around here. (I just couldn’t see myself rooting for a guy named Horace Clarke.) And the Mets? This was before the ’69 miracle. I don’t think I was even aware of them. So, being an Italian kid growing up in a very Italian household, I found myself drawn to guys whose names ended in vowels. And the one who I thought was the coolest was named Conigliaro. I first became aware of Tony C. when I read a story about him getting hit in the eye and almost killed by a pitch. The fact that he was a big home run hitter - coupled with the idea that he was tough enough to come back from a devastating injury - was enough for me. Plus they had that other amazing guy whose name ended in a vowel, Yaztremski. (What did I know? I was eight!) There was Aparicio (again…I was eight), Tony C.’s brother and, of course, Rico Petrocelli!

My paisans! Down here, we had names like Mel Stottlemyre, Danny Cater and Jake Gibbs. Madone! I had no choice.

I also liked a Red Sox pitcher by the name of Jim Lonborg. I had a cool game called All Star Baseball, and every time I started Lonborg, I won. That sealed the deal. I was a Sox fan (years later, I found out that the pitcher in the frame behind the bar on Cheers who was supposed to be Sammy was actually Lonborg).

Of course, I was tortured by my friends during our backyard wiffle ball games when I’d go through a lineup with all those guys along with George Scott, Mike Andrews and Reggie Smith. But I didn’t care. I had no knowledge of

Ted Williams or the Curse of the Babe. I just liked the team with all the Italian guys.

It didn’t last, though. Those guys were soon gone, replaced by the likes of Fisk and Rice and Lynn. I couldn’t get into them, especially once the Yankees brought back Billy Martin. Billy was the last in the long line of Italian Yankee legends, and that tie to the past drew me back closer to home. I also liked Thurman Munson and Ron Guidry (but NEVER Reggie), so I can’t deny that I was thrilled when they won the back-to-back series over the hated Dodgers (despite Lasorda!).

I kind of lost interest completely in baseball during the ’80s. Steinbrenner had started buying players, which turned me off completely, but the Sox were no better. I don’t care if he was in a Sox, Blue Jay or Yankee uniform; I always hated Roger Clemens. Neither team was really any good until the late ’90s (I’m not mentioning Buckner), when the Yankees started their last dynasty. I was a fan for the first year or so, but as always happens, the obnoxious fans turned me away. I can remember toasting the Diamondbacks for beating them primarily because of Curt Schilling. And wouldn’t you know, soon my man Curt was a Red Sox. I started getting back into the Sox during the 2002 season. I liked Pedro, Millar, Damon and especially Varitek.

He reminded me of Munson. When Wakefield gave up that homer to Aaron “f-ing” Boone in the ALCS, I finally understood the pain the rest of New England had felt when Bucky “f-ing” Dent hit one over the monster in ’78. But I wasn’t deterred, especially when they went out and got the Yankee-killer, Schilling. His line comparing the mystique and aura of the Yankees to “dancers in a nightclub” is still one of the best baseball quotes of all time.

What can I say about 2004 that all of you haven’t read or thought and spoken? Even though I was in New Jersey, like the majority of you, I thought “those idiots” were done after falling behind 3-0 in the ACLS. The comeback was one of the most exciting and unfathomable things I have ever seen in sports. The bloody sock. Big Papi. Manny. What a thrilling ride. And how exhilarating to repeat it again in 2007…and again, last year. It’s been a great time to be a Boston fan.

Even in the land of the Yankees.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 56

56 September 2014

New England Automotive Report

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 57

New England Automotive Report

September 2014

57

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 58

AASp/MA Challenges GeiCo ARX plan, Gears Up For Fall events

August 6 AdAlB Meeting Report continued from pg. 11

continued from pg. 10 a number of initiatives that would negatively impact our industry. Among these was SB 476 (an Act relative to auto insurance repair programs that would essentially allow for direct repair programs within the Commonwealth).

AASP/MA’s Legislative Committee and lobbying team will be meeting this month to discuss our strategies for next session.

On a lighter note, to me, fall means two things: Football season is here (and I hope the Patriots go undefeated), and AASP/MA’s Casino Night is just months away! And this year, my favorite fall events will be held at the same place!

As many of you are aware, our Casino Night event will be held at the Putnam Club at Gillette Stadium. Much like the Patriots games, our event will sell out! This year, our tournament sponsor is Enterprise Rent-a-Car. We have heard such positive feedback from our valued members and sponsor partners about this exciting event, and I am really looking forward to seeing you all on November 15.

If you have not purchased your tickets, please do so TODAY at http://aaspma.org/uncategorized/casino-night2014-gillette-stadium/. At the time of this writing, a limited number of sponsorships are still available. If you have not taken advantage of our exclusive new offerings, please contact the association TODAY!

discuss the complaints and follow the procedure as presented by counsel. Further, he added that AASP/MA’s complaints were not filed against GEICO the insurance company. Before further discussion in executive session, the Board set their next meeting for September 23 at 9:30am.

Coyne made a motion for the Board to return following the executive session, which was seconded by McClements. The motion was opposed by Krupa and Garcia, resulting in a tie. (The Chair abstained to facilitate a discussion.)

Following a brief discussion, a second motion was made by Krupa to not return to executive session, seconded by Carl Garcia. The Chair voted in the affirmative, breaking the tie. Mike Powers reported that Carl Garcia would be recusing himself from the complaint review, as his shop was cited by both AASP/MA and Commerce.

The Board did not reconvene following their Executive session; however, AASP/MA will be moving forward on our filed complaints by meeting with the Attorney General relative to the GEICO complaints.

AASP/MA thanks all Board members who attended, along with AASP/MA staff. We appreciate your continued support!

Sincerely,

Jillian Zywien Executive Director

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

Kick Fear to the Street! continued from pg. 49 written down the action steps necessary to achieve your goal is to take IMMEDIATE ACTION within five seconds. Realize that it takes additional energy to change your state. If you have been comfortable with the way things have been, and are starting something new, it will take more energy to get you started than to keep you going. Compare this to driving and accelerating from a full stop position. Moving forward requires more energy than it does to maintain a constant speed. The term for this extra energy is known as “activation energy.” Be aware of this and prepare for it by taking action within five seconds (less thinking, more doing) and knowing you will need to floor YOUR accelerator to get you where you want to be. The cool thing is that once you break through your fear a couple of times, you will find it easier to do it in the future and your confidence will skyrocket. You will also see fear for what it really is: A thin curtain preventing most from experiencing the excitement and fulfillment of living their life fully.

58 September 2014

New England Automotive Report

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

You are capable of SO MUCH GREATNESS! Ignore your fear, take action NOW, and let that GREATNESS out!

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

About Rick white & one eighty Business Solutions Rick White is a managing member of One Eighty Business Solutions (180BIZ), a Virginia based coaching and business solutions provider to the automotive and truck repair industries. Rick’s clients consider him a trusted advisor, helping them to increase profits and free time while reducing stress. If you would like more business tips and thoughts just like this, please visit our Facebook page at www.facebook.com/180biz.

180BIZ provides affordable, down to earth, one-on-one business coaching with no long-term commitments and a money-back guarantee! To see how we can help you and your business, please email us at info@180biz.com or call (540) 833-2014.

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 59

New England Automotive Report

September 2014

59

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 60

60 September 2014

New England Automotive Report

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 61

2014 MEMBERSHIP APPLICATION MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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

*** PLEASE TYPE OR PRINT LEGIBLY *** BUSINESS INFORMATION: Mr.

What benefits motivated you to join AASP of Massachusetts?

Mrs.

Ms.

Business Representative Name:

________________________________________________________

____________________________

Business Name ____________________________________________

PERSONAL INFORMATION:

Street Address ________________________________________________________________________________________________________ Street

City

State

Zip

Mailing Address ______________________________________________________________________________________________________ City

Street

Phone Number ( E-mail Address

)____________________________________ Fax Number (

State

Zip

) __________________________________________

________________________________________ Web Site Address ____________________________________________

Enrolled By (Name and Address) ________________________________________________________________________________________ MEMBERSHIP TYPE

Name ____________________________________________________

REPAIRER MEMBER (check one) Collision Repair Shop Mechanical Repair Shop Both, Collision & Mechanical Repair Shops Other Repair Shop

Nickname ________________________________________________ 2014 ANNUAL MEMBERSHIP DUES (The AASP membership year is from January to January 2015)

Total Due .................................................................................$395.00 SUPPLIER/ASSOCIATE MEMBER (check one) Auto Paint/Crash Parts/Auto Parts/Wholesaler Equipment/Tool Supplier Manufacturer/Sales Agent Services (Computers, Software, Vehicle Rental, Other)

NEW! Political Action Committee (PAC) Donation ...............$______

Check or Cash LIST OTHER SPECIALTIES ____________________________________

Credit Card:

Visa

MasterCard

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

Put AASP of Massachusetts to work for you today.

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

Card Number: __________________________________________ Expiration Date: ________________________________________ Signature: ______________________________________________ Date: __________________________________________________

FoR oFFiCe USe oNly Check Number ______________________________Check date ________________________Check Amount ______________________________ date Joined ______________________________Member Number ______________________Next Bill date ______________________________

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

New England Automotive Report

September 2014

61

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 62

LEGAL PERSPECTIVE continued from pg. 17 remove inspection stickers from damaged vehicles. But I am sure of what the law requires, which is that all licensed Massachusetts auto damage appraisers must remove a vehicle’s inspection sticker when it is determined that the vehicle may no longer be able to pass a safety or emissions inspection.

So to all of you insurance appraisers, whether staff or independent, and all of you repair shop appraisers,

62 September 2014

it is time to get that old window glass scraper out of the drawer. Load it up with a new razor insert, and start removing those inspection stickers.

N

E

W

E

N

G

L

A

N

D

AUT M TIVE AD INDEX

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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

New England Automotive Report

jcastleman@ prclawoffice.com.

180Biz ..............................................................49 American Honda............................................56 Audi Group ....................................................30 Axalta Coating Systems ..................................4 Bald Hill Chrysler Jeep Dodge Ram............27 Balise Wholesale Parts Express ....................44 Baystate Chrysler/Jeep/Dodge ..................42 Bernardi Group ........................................32-33 Best Chevrolet ..............................................IFC BMW Group ..............................................38-39 BMW/Mini of Warwick ................................46 Clay Subaru ......................................................8 Colonial Auto Group ....................................54 D’Agostino Insurance......................................9 Empire Auto Parts............................................9 Enterprise ........................................................13 First Chrysler-Dodge-Jeep-Ram ..................23 First Ford ........................................................23 First Hyundai..................................................23 Ford Group ....................................................59 Future Cure ....................................................10 Goyette’s Inc. Auto Parts ..............................45 Honda Group..................................................48 Hyundai Group ..............................................57 Imperial Chrysler-Dodge-Jeep ....................18 Imperial Ford ..................................................36 Infiniti of Norwood........................................52 IRA Group..................................................14-15 Jaffarian Toyota/Volvo..................................53 Kelly Automotive Group............................IBC Linder’s, Inc. ..................................................29 Long Automotive Group ..........................OBC Mazda Group..................................................47 McLaughlin Chevrolet ..................................23 Mopar Group..................................................18 NORTHEAST® 2015........................................7 Nissan Group..................................................26 Nissan World of Dartmouth ........................43 PPG ....................................................................3 Robertsons GMC Truck ................................43 Sarat Ford-Lincoln ........................................27 SEMA Show 2014 ..........................................20 Sentry Group ....................................................6 Subaru Group............................................50-51 Tasca Group ....................................................37 Toyota Group..................................................36 Toyota of Nashua ..........................................62 Village Auto Group........................................60 VW Group ......................................................22 Wellesley Toyota/Scion ................................42

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 63

NEAR_Sept14_1-64.qxp_NEAR Sept. 2014 9/2/14 10:36 PM Page 64