Hammer & Dolly February 2021

Appraisal Clause Update

OEM Repairs: Overcoming Pushback

NORTHEAST® (Re)Scheduled

www.wmaba.com February 2021 Volume 14, No. 2 $5.95

www.grecopublishing.com

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CONTENTS

February 2021

22 COVER STORY

BY JOEL GAUSTEN

BENEFITS AND BEYOND:

HOW WMABA IS BUILDING A POSITIVE 2021

Providing new directions around common dilemmas.

10 LOCAL NEWS BY JOEL GAUSTEN MARYLAND INSURANCE ADMINISTRATION CLARIFIES APPRAISAL CLAUSE PROVISIONS

An update on the state’s top 10 insurers.

12 NATIONAL NEWS NORTHEAST® (RE)SCHEDULED FOR SEPTEMBER 10-12, 2021

Networking and training - live and in person.

16 MEMBER SPOTLIGHT BY ALANA BONILLO OURISMAN CHEVROLET

Driving success through professionalism.

28 INDUSTRY ADVICE: ASK MIKE

DEPARTMENTS 6 Executive Director’s Message

BY JORDAN HENDLER

8

Editor’s Message

BY JOEL GAUSTEN

13

WMABA Sponsorship Page

17 WMABA Membership Application

34

Advertisers’ Index

WHAT CAN SHOPS DO WHEN INSURERS DON’T PAY FOR OEM REPAIRS?

How to receive what’s owed for a proper repair.

February 2021

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February 2021

KEEP IT GENUINE

INSIST ON GENUINE GM PARTS

We stand behind our product, providing collision repair professionals and vehicle owners peace-of-mind and confidence.

Contact these Genuine GM Parts dealers for all your parts needs: JERRY’S CHEVROLET 1940 E. Joppa Road Baltimore, MD 21234 Toll Free: 844-817-9405 Local: 443-219-3339 Fax: 443-403-0803 chevyparts@jerryschevrolet.com www.jerryschevrolet.com

NU CAR CHEVROLET 172 North Dupont Highway New Castle, DE 19720 Phone: 800-633-6606 Fax: 800-346-5285 e-mail: parts@nucar.com www.nucar.com

OURISMAN CHEVROLET 4400 Branch Avenue Temple Hills, MD 20748 Phone: 301-899-6990 Fax: 301-899-9375 www.ourismanchevrolet.com

OURISMAN CHEVROLET OF ROCKVILLE 807 Rockville Pike Rockville, MD 20852 Toll Free: 800-345-4640 Direct: 301-424-5332 Fax: 301-294-6381 www.rockvillechevrolet.com

February 2021

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EXECUTIVE DIRECTOR’S

Jordan Hendler

(804) 789-9649 jordanhendler@wmaba.com

MESSAGE

DON’T COAST FOR 2021:

GIVE YOUR BUSINESS AND CUSTOMERS A DESERVING BOOST Last month, I focused on the negative. If you missed it, go read that article at grecopublishing.com/hammer-and-dolly-archives and then come right back here. That was some of my most thoughtful writing. Here, I’m taking another turn and going for full positivity!

If you just rolled your eyes, I feel that. Positivity is so irritating, right?!

Many of our members and readers have certainly strained against the battlefield of 2020 and are tired of being beat down by the waves of issues related to the pandemic. Rather than rehash that, let’s ask what we can do to look ahead and actually move forward.

Make One Weekly Call I think we first must strive to strengthen relationships. Head down is not the way to go here.

Going it alone isn’t necessary, and that – to me – is the first major task you can take on. Make it a scheduled time each week, maybe an hour to start. Call a vendor you use. Maybe paint, computer software, the trash company – it doesn’t matter. Ask them to tell you all the resources they have available – whether it’s financial WMABA OFFICERS

PRESIDENT Torchy Chandler

torchy.chandler@gmail.com 410-309-2242 VICE PRESIDENT Bill Hawkins

hawkinswilliamjr@gmail.com 510-915-2283 SECRETARY Phil Rice

phil@ricewoods.com 540-846-6617 IMMEDIATE PAST PRESIDENT Mark Schaech, Jr.

markschaech@gmail.com 410-358-5155

BOARD OF DIRECTORS

Don Beaver (donbeaver3551@gmail.com) 443-235-6668 Rodney Bolton (rbolton@aacps.org) 443-386-0066 Kevin Burt (kevinburt@walkermillcollision.com) 301-336-1140 Kris Burton (kris@Rosslynautobody.com) 703-820-1800

ADMINISTRATION

Barry Dorn (bdorn@dornsbodyandpaint.com) 804-746-3928 Ben Gibson (bgibson@richmondmarinecenter.com) 804-355-8151 Steven Krieps (srkrieps@live.com) 304-755-1146 Danny Szarka (danny@dynamiccollisionservices.com) 410-500-9200

EXECUTIVE DIRECTOR Jordan Hendler (jordanhendler@wmaba.com) 804-789-9649 WMABA CORPORATE OFFICE P.O. Box 3157 • Mechanicsville, VA 23116

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management, SOPs, processes, recycling or anything of the like. Get to know what they have to offer. I’m not saying you have to commit at this point, but just gain the understanding.

Once you get accustomed to calling your vendors and compiling your readily available resources, the next step is to decide the first thing you’d want to implement. One step at a time here. It may just be one thing in the end, but you’ve done it! And every one of those people will recognize you more whenever you call.

Get a Mentor or Accountability Partner To make these kinds of choices, it helps to have someone you trust who will be brutally honest and challenge your decisions. You may be reading this and thinking, “Geesh, that’s my spouse,” or, “Wow, my body technician challenges me on everything.” Nope, not them. They’re just too close.

You may have to “interview” whoever you identify as a potential candidate. There may be several people you believe could fill this role in your life, but don’t decide right away unless you feel – totally and unequivocally – that there’s a bullseye on one person that cannot STAFF PUBLISHER

Thomas Greco thomas@grecopublishing.com

SALES DIRECTOR

Alicia Figurelli alicia@grecopublishing.com

EDITORIAL DIRECTOR

Joel Gausten joel@grecopublishing.com

EDITORIAL/CREATIVE COORDINATOR

Alana Bonillo alana@grecopublishing.com

OFFICE MANAGER

Donna Greco donna@grecopublishing.com

PRODUCTION COORDINATOR

Joe Greco .joe@grecopublishing.com

PUBLISHED BY TGP, Inc. 244 Chestnut St., Suite 202 Nutley, NJ 07110 973-667-6922 FAX 973-235-1963

Reproduction of any portions of this publication is specifically prohibited without written permission from the publisher. The opinions and ideas appearing in this magazine are not necessarily rep­re­sen­ta­tions of TGP Inc. or of the Washington Metropolitan Auto Body Association (WMABA). Copyright © 2021 Thomas Greco Publishing, Inc.­­ Stock Images courtesy of istockphoto.com.

be shaken. (This may be an opportunity to read more about mentoring, especially if it’s a foreign concept.)

Personally, I have both a coach and an accountability partner. My coach is specific to my yoga sports competition and personal growth.

My accountability partner keeps me focused on short- and long-term goals for business and personal structures. When I come up with an idea, we discuss whether or not it fits and if I can justify it. Both give me candid and insistent feedback for which I am eternally grateful. We have standing calls that are never missed.

I’ve made choices on my own that seemed great but sucked when walked out. Folks ask me often, “How do you accomplish all the things you do?” I definitely don’t by myself, but I know it is because I’m no longer distracted by things that don’t fit my agreed-upon plans. If you set these strategic goals in agreement, you just don’t have time for anything else. That includes drama, sidebars, quick schemes, etc.

Write it ALL Down You may not think to use Excel or Google Sheets for your goals.

I’m here to tell you that when you become intentional about what you want to see happen in your business, career or personal life, it will happen. For me, it’s meaningful growth in my business, that my clients will have marked successes year over year and that I spend time on my health, family and enrichment in the areas I’ve decided.

I don’t know about you, but I had years where I felt like I did the

same day over and over while walking around with a fire extinguisher in my hand. I got sick and tired of being sick and tired.

It’s Not Magic; It’s Focus My dad has always said, “A goal is meaningless until it is written down.” You want to become debt-free without a budget? Never gonna happen. But if you learn about how to effectively budget, track everything, throw yourself into a plan and document the progress, then it will happen. I’m a Christian, so I even pray for these plans. Spiritual or not, there’s tremendous power in declaration over your life. I want to walk this one life with steps that matter.

I hope you do just one thing in the beginning of this year that sets intention and declares dominion. No one was born with the ability to see the future, but gosh darn it, we can do everything in our power to have it go in the right direction.

As with every message, if you want to vet it or vent it, I’m here for you - and so is the entirety of WMABA!

H&D Check the WMABA website and newsletters for regular updates and reports from the Executive Director’s perspective.

February 2021

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EDITOR’S

Joel Gausten

MESSAGE MORE THAN JUST WORDS If I had a nickel for every time I’ve written about “strength in numbers” in the collision repair industry, I’d be driving around in a gold-plated car right now.

Yes, it is a cliché, but it’s one that exists for a very important reason. As strong as your individual business might be, you are no match for the influence and legislative muscle of the insurance industry or other entities that impact your profession. If you want to see genuine change in your business, you need to step outside of your four walls (or, as current conditions dictate, switch on your Zoom) and join forces with others in the field and approach critical issues as a collective. Facilitating communication of this nature is one of the primary reasons why WMABA exists.

In this month’s cover story, we explore this and many of the other benefits of WMABA membership. Even the most seasoned association members may be surprised by how much WMABA

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February 2021

(973) 600-9288 joel@grecopublishing.com

does for the regional and national industry – especially these days during COVID-19. Almost everyone is experiencing some kind of financial impact from the ongoing pandemic, but supporting WMABA through annual dues offers a return that far exceeds the investment.

I encourage you to check out the story, learn more about what WMABA provides and let the association know if there are any specific things you’d like it to address moving forward.

Although 2020 is officially in the rearview mirror (hooray!), there is still plenty of uncertainty as the new year unfolds. WMABA and Hammer & Dolly are committed to staying ahead of news, trends and changes to provide you with the information you need to survive, thrive and stay informed throughout 2021. In return, we ask that you participate in WMABA events, support association sponsors and contact Hammer & Dolly if you have news to share or need help in finding information to strengthen your business.

It’s another cliché to say that we’re all in this together, but this truly means something right now. Please join us in making 2021 a time of victory over struggle.

H&D

February 2021

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LOCAL

NEWS

Where carriers stand.

BY JOEL GAUSTEN

MARYLAND INSURANCE ADMINISTRATION CLARIFIES APPRAISAL CLAUSE PROVISIONS Hammer & Dolly’s investigation into the Appraisal Clause status of auto insurance policies in Maryland has resulted in official clarification from the Maryland Insurance Administration (MIA).

As reported in our December 2020 issue, MIA Public Information Officer Joe Sviatko noted that although there is “no mandate in Maryland for a policy to include an appraisal provision,” an Appraisal Clause for first-party physical damage claims existed in “most private passenger automobile policies” in the state. In response to this statement, Hammer & Dolly requested that MIA provide us with the current Appraisal Clause positions for the top 10 auto insurers in Maryland. This request was subsequently referred to MIA’s Public Records Center via a Public Information Act request.

Four weeks later, we received the following statement from Robert Baron, MIA associate commissioner for the property and casualty section (presented below with minor edits): In a prior response, we noted that there is no requirement under Maryland law for a policy to contain an Appraisal Clause and that “most” policies do contain an appraisal provision. You have subsequently requested that we identify those “few” insurers that issue policies in MD without an Appraisal Clause.

Please note that Maryland has a competitive automobile insurance market with over 125 different insurers writing automobile policies. I used the word “most” previously because although I am unaware of any approved policies in Maryland without an Appraisal Clause, in light of the many forms in use, I cannot say unequivocally that no such policies are approved at this time. That said, I can confirm that policies offered by the top 10 insurer groups in Maryland (GEICO, State Farm, Allstate, Erie, USAA, Nationwide, Progressive, Travelers, Liberty Mutual and Chubb) do contain an Appraisal Clause. These 10 insurer groups account for 75 percent of Maryland’s private passenger automobile insurance market by premium volume.

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February 2021

You have also asked if any insurers have “petitioned” the MIA for permission to sell a policy without an Appraisal Clause, and if so, the status of those requests. Please note that none of the 10 insurer groups listed above have made a filing that would eliminate the Appraisal Clause in their policy form. I am unaware of any filings from any other insurers in our market that would do away with the Appraisal Clause. In the event you would like to review the policy forms of any particular insurer(s), all approved forms are publicly available by a link to the SERFF [System for Electronic Rates and Forms Filing] system from our website (insurance.maryland.gov).

Under general “Appraisal Clause” or “right to appraisal” provisions found in most auto insurance policies, if an insurer and a policyholder disagree on the amount of loss the insurer is willing to pay to settle a claim, either side can demand an appraisal of the loss. Each party selects a competent and impartial appraiser and an umpire. The umpire reviews the actual case value and amount of loss submitted by the parties and reaches a binding decision on the amount of loss. More information on the Appraisal Clause (including insight into its current status in Virginia and West Virginia) is featured in our December 2020 issue, available online at grecopublishing. com. H&D

Executive Director’s Thoughts Enacting the Appraisal Clause in a policy can seem scary to a customer – and probably for a shop as well. As WMABA continues to hold monthly Watercooler Chats for members, we discuss options like this and how shops’ experiences are related. That’s not the only subject – just one of many, to be precise. But if you are a shop that wants to find out more about what it means to assist a customer in this process, please feel free to reach out. We will connect you with knowledgeable repairers who can lay out the steps. All you have to do is ask!

- Jordan Hendler

THEY’RE CALLED “ORIGINAL BMW PARTS” FOR GOOD REASON. FOR UNCOMPROMISING PRECISION AND INCOMPARABLE QUALITY, YOUR BMW CENTER IS YOUR ONE-STOP SHOP FOR EVERYTHING BMW.

For Original BMW Parts, contact one of these authorized BMW centers: BMW of Silver Spring 3211 Automobile Blvd Silver Spring, MD 20904 866-737-8937 Direct: 301-890-3015 Fax: 301-890-3748 bmwofsilverspring.com

Richmond BMW 8710 West Broad Street Richmond, VA 23294 800-237-0130 Direct: 804-527-6860 Fax: 804-965-6254 E-mail: tdailey@crownauto.com richmond-bmw.com

BMW of Catonsville 6700 Baltimore National Pike Baltimore, MD 21228 855-996-2906 410-744-2000 Fax: 410-818-2600 bmwofcatonsville.com

Passport BMW 5000 Auth Way Marlow Heights, MD 20746 301-423-0733 Fax: 301-423-2717 passportbmw.com

©2021 BMW of North America, LLC. The BMW name, model names and logo are registered trademarks.

February 2021

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NATIONAL

Restoring the old normal.

NEWS ®

2020

(RE)SCHEDULED FOR SEPTEMBER 10-12, 2021 The 2021 NORTHEAST Automotive Services Show will take place this year – just a little later than originally planned. Originally scheduled for March 19-21, NORTHEAST 2021 is now set for September 10-12, 2021 at the Meadowlands Exposition Center (MEC) in Secaucus, NJ as per an announcement by the Alliance of Automotive Service Providers of New Jersey (AASP/NJ).

“As the COVID-19 vaccines begin their rollout and the light at the end of the tunnel starts becoming clearer, AASP/NJ has decided – out of concern for everyone’s safety as well as taking into consideration current government restrictions and limitations on large gatherings and travel – to reschedule,” explains AASP/NJ President Jerry McNee. “AASP/NJ is focused on serving our industry and working with our community to provide the necessary support and information to prepare them for a successful 2021 event.”

After speaking with vendors and association members, AASP/NJ is confident that the new dates in September will provide the automotive repair community with the time to effectively plan their participation during these challenging times.

Protecting everyone’s health and safety remains AASP/NJ’s priority. The association is working closely with the MEC to ensure a safe environment. The show will follow every prescribed health and safety protocol.

“It looks like we will still be the first industry show of the year in September,” McNee says. “I know that everyone is anxious to get out and start getting back on the road to normalcy. NORTHEAST will be the first opportunity in over a year for our industry to gather, and we think it will be a very inspiring event for everyone involved.

We expect NORTHEAST 2021 to be bigger and better than ever.”

WMABA has once again committed to providing live classes at NORTHEAST via the latest installment of its Collision Professional Repairer Education Program (Collision P.R.E.P.), which will launch with on-demand virtual courses this spring and conclude with in-person presentations at the show. Information and updates will be available at wmaba.com/collisionprep in the months leading up to NORTHEAST 2021.

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Collision P.R.E.P. classes that have already happened in 2020 are available for purchase and download on the website, including subjects such as Vehicle Diagnostics & Calibrations, Utilizing the Vehicle Owner’s Manual to Educate Consumers and Insurers, Positioning Your Business for Sustainability and Online Storefront Presence. These classes are able to be viewed at your convenience and packed full of useful information to make 2021 even better!

Pre-registered NORTHEAST 2020 attendees will not need to re-register, as badge data will be carried over to these new dates of September 10-12. For updates and information on NORTHEAST, please continue to visit the official event website, aaspnjnortheast. com, and visit AASP/NJ online at aaspnj.org. H&D

Executive Director’s Thoughts NORTHEAST is one of the best shows in the country, and we at WMABA are excited to once again hold our Collision P.R.E.P. classes for repairers and anyone else in the industry who wants to better their understanding and deepen their knowledge base. Many of our attendees participate every year so they can continue to expand the processes or connections. The networking at our event is also something to be built upon; these are people you can be in community with from there forward. It’s a place to see equipment, meet with vendors, see incoming technologies and much more. Put it on your calendar, and make sure you’re there! - Jordan Hendler

WMABA THANKS

YOU

WMABA thanks their generous supporters of the

LEVEL 1

Corporate Sponsor Program for 2021!

We encourage YOUR SUPPORT of those who SUPPORT US! For more information about the sponsorship program, please contact Executive Director Jordan Hendler at (804) 789-9649 or email jordanhendler@ wmaba.com

LEVEL 2 BAPS Auto Paints & Supply • Certified Automotive Parts Association FinishMaster • Single Source

www.wmaba.com

National Coatings and Supplies • WheelsOnsite

February 2021

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Audi dealers strive to make you an Audi Genuine Parts fan •

Audi Parts Professionals are your subject matter experts on collision parts, replacement components and mechanical items.

•

Many Audi dealers offer technical service support hotline access that can reduce your repair times and help you meet an on-time promised delivery.

•

Installing Audi Genuine Parts contributes towards improved cycle time that makes both your customer and their insurance company happier.

•

Regardless of the age of your customer’s Audi, Audi dealers have access to over 200,000 part numbers.

No other supplier comes close.

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

Audi Bethesda 5206 River Road Bethesda, MD 20816 Parts Direct: 240.762.5636 Parts Fax: 301.718.1847 www.audibethesda.com Audi Chantilly 14839 Stonecroft Center Court Chantilly, VA 20151 703.956.2100 Fax: 703.956.2139 www.audichantilly.com

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Rockville Audi 1125 Rockville Pike Rockville, MD 20852 Parts Direct: 301.296.2870 Parts Fax: 301.762.5055 www.rockville-audi.com

Audi Silver Spring 3151 Automobile Boulevard Silver Spring, MD 20904 844.413.6929 Fax: 301.890.3748 www.audisilverspringparts.com

Audi Owings Mills 9804 Reisterstown Road Owings Mills, MD 21117 Parts: 877-411-6825 Parts Fax: 410-372-3380 www.audiowingsmills.com

MEMBER

SPOTLIGHT Ourisman Chevrolet

Ourisman is something of a household name in the WMABA region, but that’s to be expected of a family-owned chain of dealerships that celebrates its 100th anniversary this year.

The Ourisman umbrella covers roughly 30 dealerships catering to Virginia, Maryland and the outer DC area and servicing Audi, Buick, Chevrolet, Chrysler, Dodge, Ford, GMC, Hyundai, Jeep, Kia, Lexus, Lincoln, Mazda, Mitsubishi, Nissan, RAM, Subaru, Toyota, Volkswagen and Volvo. Most recently, owner Robert Ourisman purchased and opened a Chrysler/Jeep/Dodge/RAM dealership in Dundalk, MD in December 2020. This added another collision center to the Ourisman Automotive Group, which also has them in Baltimore, Bowie, Laurel and Rockville.

WMABA recently welcomed Ourisman Chevrolet of Baltimore as one of its newest members.

Since the Baltimore dealership’s collision center first opened in April 2018, growth has been on the agenda and has consistently been carried out. Ourisman bought the Chevy dealership from AutoNation at the end of 2017. The Security Boulevard location did house a body shop at one time, but it had been closed years earlier.

Upon taking over the Baltimore dealership, Ourisman decided to open a brand-new body shop and recruited Collision Manager Larry Holder to lead the operation.

Holder leads a team of seven body technicians, two painters,

one mechanical technician and two body shop assistants who service an average of 150 cars a month. The shop has certifications with General Motors, Hyundai, Kia, Nissan and Infiniti. Even through the COVID-19 shutdown, the shop has been fortunate enough to remain busy. Holder hopes to continue to see growth and has set a goal of servicing 200 cars a month by the end of the year.

“We get them in and get them out, and we do it right.”

A longtime automotive professional who has been “doing this for what feels like forever,” Holder started out on the mechanical side and switched to collision in 1997. One of the things that led him to WMABA was his belief that the industry lacks focus across the board and something has to be done.

“I’ve always thought the business – not locally, but nationally – needs more direction and a little more oversight with repairing vehicles. It’s kind of a messy business. You don’t know what you are going to get from one store to the other. It just felt like it was time to put my two cents into an organization that was heading in that direction.”

It all started when he read an article about a Maryland delegate working to pass legislation that would mandate the use of OEM parts in repairs. He learned WMABA was working to support this movement, which piqued his interest in the association.

“I believe collision centers, car manufacturers and insurance

The Ourisman name has been a regional staple for a century and counting.

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A commitment to growth.

BY ALANA BONILLO companies can work as a team to ensure that the customers’ cars are repaired correctly and cost efficiently, delivering a car back that performs and looks as designed while providing an amazing customer experience.

Our customers deserve no less. To accomplish these goals, we have taken the steps to certify our shop with General Motors for the GM certified repair network and Assured Performance. We invest in the latest equipment, train our employees through I-CAR and maintain Gold Class status.”

Holder has seen many changes come about over the years and anticipates much more to come, especially in regard to electronics in vehicles.

“It’s the business; it has to grow and change. If we stagnate, we lose out. All the car manufacturers and repairers will need to jump on board or they will get left behind.”

Ourisman Chevrolet has built up a large number of repeat customers who come to them not because they were sent by an insurance

Ourisman Chevrolet’s collision center boasts multiple OEM certifications. company but because they were treated well the first time.

“It’s really a ‘people’ business, and that is really what it’s all about. The cars keep it interesting, and there is something new every

day. But it’s also about having a good group of employees who enjoy coming to work and having satisfied customers.” H&D

JOIN Y! TODA February 2021

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Superior service starts with superior parts.

Rely on what Mazda drivers already know-Genuine Mazda parts extend a car's life.

Designed specifically for Mazda vehicles Get the right part the first time We're an accurate, trusted resource as close as your phone Give us the opportunity to serve you

Contact these Mazda dealers for all your parts needs: Brown’s Fairfax Mazda 10570 Lee Hwy. Fairfax, VA 22030 Toll Free: 800-234-8642 Phone: 703-385-3994 Fax: 703-591-5348

Nu Car Mazda 172 North Dupont Hwy. New Castle, DE 19720 Toll Free: 800-346-5283 Fax: 302-322-7135

Ourisman Mazda of Rockville 801 Rockville Pike Rockville, MD 20852 Parts Direct: 301-340-7668 Phone: 855-417-4511 Fax: 240-499-2488 e-mail: rockvilleparts@ourismanautomotive.com www.ourismanmazdaofrockville.com

Fitzgerald Mazda 114 Baughmans Lane Frederick, MD 21702 Toll Free: 800-545-4745 Fax 877-696-1841 E-mail parts@fitzmall.com www.fitzparts.com

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February 2021

Fitzgerald Mazda of Annapolis 1930 West Street Annapolis, MD 21401 Toll Free: 866-280-8022 Phone: 410-224-4636 Fax: 410-224-4264 www.fitzmall.com

MAINTAIN AN INFINITE INVENTORY OF ORIGINAL MINI PARTS. At your local MINI dealer, we believe that using Original MINI collision replacement parts will speed your repairs and increase your profitability. Original MINI parts assure an absolute perfect fit and function.

For Original MINI parts, contact any of these authorized MINI dealers.

MINI of Annapolis 25 Old Mill Bottom Road Annapolis, MD 21409 410-349-2565 fax: 410-349-2586

Crown MINI 8710 West Broad Street Richmond, VA 23294 804-527-6860 fax: 804-965-6254

MYMINIANNAPOLIS.COM

CROWNMINI.COM

MINI of Alexandria 5990 Duke Street Alexandria, VA 22304 703-461-6250 fax: 703-751-0595

MINI of Montgomery County 820 Russell Avenue Gaithersburg, MD 20879 Parts: 240-238-1204 Parts fax: 240-238-1493

MINIOFALEXANDRIA.COM

MINIOFMONTGOMERYCOUNTY.COM

© 2021 MINI USA, a division of BMW of North America, LLC. The MINI name, model names and logo are registered trademarks.

February 2021

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COVER STORY

BENEFITS AND BEYOND: HOW

The auto body industry had a couple of bad innings last year, but WMABA is committed to helping its members win the game.

Through new initiatives and recent presentations and events, the association is answering its members’ call for support and assistance in navigating the ongoing issues of 2020 and preparing for a prosperous upswing in 2021.

WMABA hit the ground running on January 1 with the effective date of its new affiliate agreement with the Collision Automotive Repair Services, Inc. (CARS) Cooperative, which allows members in good standing to receive discounts and CARS pricing on materials and supplies.

Participating vendors include I-CAR, Norton, Carborundum, FindPigtails, Hertz, Axalta Coating Systems and dozens more, with member sign-up information available at wmaba.com.

Eleven months after the first COVID19-related lockdown took place, the WMABA community remains vigilant in protecting the safety of its businesses and consumers and gaining as much direction and knowledge as possible.

“Many of our directors and general members have been more active during the pandemic,” comments WMABA Executive Director Jordan Hendler. “We were all caught off guard with the rest of the world, but collision repair is an essential business, so we’re operating with the day-to-day changes as new information comes about.”

To help shops proceed through COVID-19 as safely as possible, WMABA worked with the Society of Collision Repair

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IS BUILDING A POSITIVE 2021 Specialists (SCRS) in developing “Ask the Experts: How Professional Restorers Deal with ‘Disinfecting’ Vehicles,” a twohour Zoom presentation held last spring that drew more than 100 attendees.

Hendler, whose direct experience with the property restoration field enabled her to see how those professionals were addressing current circumstances, brought in restoration industry expert Kris Rzesnoski (vice president of business development for Encircle) and Restoration Industry Association (RIA) instructor Norris Gearhart for their insights. (Full coverage of this event is featured in our June 2020 issue.)

“We were able to bring in experts to talk about processes and language used,” she recalls. “One example was how to characterize ‘disinfecting’ versus ‘applying disinfectant’ so as not to bring unnecessary liability. It’s been a grassroots effort of sharing what works and what doesn’t and how to cope in these stressful situations.”

When the pandemic began preventing in-person meetings, WMABA seized the opportunity to embrace online communication and launched monthly “Watercooler Chats” via Zoom. These gatherings have provided an excellent way for members to stay in touch from the safety of their shops or home offices.

“This is not idle chitchat, as it may seem,” Hendler observes. “Those who participate in the Watercooler Chats are quite engaging with their questions, stories and conversations. The information that could be gleaned just by being the fly on the wall is great. No two Watercooler Chats are the same, because the content is what’s

happening now with those who are there. It’s fascinating and enriching!”

Naturally, WMABA’s efforts to elevate the industry in difficult times – as well as its extensive history as one of the country’s longest-running institutions – have been embraced by the base it serves.

“What attracted me to WMABA was a desire to learn and better myself and the shop,” shares WMABA Board member Kris Burton (Rosslyn Auto Body; Alexandria, VA), who has been involved in the association for 17 years. “The knowledge and the networking with people in the industry have been invaluable.”

For Kevin Marvin, manager of Criswell Collision Center in Annapolis, MD, WMABA membership provides a chance to work with fellow automotive professionals in moving things in a more positive direction.

“In my mind, it’s the least expensive and most beneficial way to get in touch with others who have similar concerns and exchange ideas that can keep making our industry better. On a local level, it’s unbeatable. The opportunities you have through the information that comes from the association can open doors and bring you into contact with people from all over the country.”

A shop owner for nearly 25 years, Raffi Jarian of C&D Auto Body (College Park, MD) utilizes WMABA to gain insight into the various laws and regulations that impact his work with consumers and insurers. “[Membership] gives you a head’s up when changes are coming and what things you need to be careful of and watch out for.”

With everything from COVID-19 to

Keeping the auto scene strong.

BY JOEL GAUSTEN

electric vehicles adding pressure on the automotive community, he urges his fellow repairers to step up and join WMABA if they’re not already involved.

“If they’re not members, they’re missing a lot. They need to support the association and get educated when changes happen in this field.”

A member of WMABA since it merged with the Virginia Auto Body Association more than two decades ago, Barry Dorn (Dorn’s Body & Paint; Mechanicsville, VA) has served as president in the past and remains an enthusiastic participant in regional industry events. “[WMABA] is a staple in the collision repair industry. So many things started in WMABA’s area and grew. There’s so much history; there are so many players who’ve been a part of this […] There’s so much communication that goes on between the Board and our membership that I don’t know how people do without it. Who better to know what you’re going through than someone who’s living through exactly what you are?”

As readers know, one thing the industry is living through is an era of escalating technology. With repair specifications becoming more precise, Dorn looks to WMABA (as well as national entities including SCRS and the Collision Industry

“

Conference [CIC]) for the connections and information needed for his shop to evolve.

“As technical as things are getting, I don’t know how you would do this all by yourself.”

Steve Krieps, manager at Greg Cline Automotive in Winfield, WV, has learned a great deal about the value of WMABA membership in recent years. In 2017, he reached out to Hendler to see if the association could expand into his state.

Before long, he joined the Board of Directors and brought other West Virginia shops into the fold. Four years later, he credits WMABA for strengthening the voice of his and other facilities in the market.

“With respect to West Virginia shops and those who have attended meetings and participated, the greatest asset has been having an avenue for discussion when they run into an issue and for them to know that they’re not alone. They also have access to training opportunities that they otherwise would not have been able to obtain in our state. Without the association and that network of like-minded people who care deeply about consumers and the collision repair industry, there would be no way to get answers when certain questions arise.”

This level of connection proved particularly helpful during the early days of

[WMABA] is a staple in the collision repair industry. So many things started in WMABA’s area and grew. There’s so much history; there are so many players who’ve been a part of this […] There’s so much communication that goes on between the Board and our membership that I don’t know how people do without it.

”

- Barry Dorn (Dorn’s Body & Paint; Mechanicsville, VA)

COVID-19, with WMABA’s aforementioned presentation on vehicle disinfecting and other association-distributed information helping Krieps to keep his business moving as the pandemic unfolded.

“We were in a time when our industry and the insurance side were dealing with obstacles and problems we all had to face.

Insurers were doing things their way, and we were doing them our way. A lot of times, those ways butted heads. So, having access to people from across the country to share ideas and discuss different things with helped navigate those waters so that we dealt with big waves but weren’t lost at sea.”

While Krieps has been a grateful recipient of what WMABA has to offer, he has never been a mere spectator. In his mind, getting the most out of membership entails more than just paying dues and waiting for others to solve the industry’s problems.

“If you’re going to join the association – and you should – you have to be involved.

If you have a question, share it so it can be shared with everybody. You get individual attention, but it’s because we’re a collective that the information is even available.”

Shop namesake Greg Cline is quick to echo Krieps’ opinion of the association.

“WMABA is an excellent tool to help forward-thinking shops make connections with insurers and vehicle manufacturers so that the numerous questions that arise throughout proper collision repair can be answered. Without WMABA, you have no direction or connection with anyone who has the ability to make decisions and answer complex questions. As a shop manager or owner, it is also nice to know that the problems that face your shop are the same nationally. When you are trying to follow procedures and do correct and proper repairs, it sometimes feels very much like you are alone on an island. But with the association, you learn that there are many shops doing proper repairs and following procedures even though you may be told by continued on pg. 33

February 2021

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WHY GENUINE PARTS? It’s the Right Thing to Do

You lose money when aftermarket parts don’t fit. Toyota Dealers are your best source for Genuine Toyota Parts. All it takes is one call.

For Toyota Genuine Parts please call one of these authorized local Toyota Dealers: Antwerpen Toyota 12420 Auto Drive Clarksville, MD 21029 Phone: 410-988-9272 Fax: 443-539-4022 darnold@antwerpenauto.com

Jerry’s Toyota 8001 Belair Road Baltimore, MD 21236 Phone: 410-661-4610 Fax: 443-455-1453 toyotaparts@jerrystoyota.com driley@jerrystoyota.com

Younger Toyota 1935 Dual Highway Hagerstown, MD 21740 Phone: 800-296-1190 Fax: 301-733-5465 cwalter@youngertoyota.com

Koons Toyota Annapolis 1107 West Street Annapolis,MD 21401 Phone:(800)262-3330 Fax:(410)280-6361 roy.easter@koons.com

ToyotaPartsAndService.com

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February 2021

February 2021

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For Genuine Subaru Body Parts, contact your Authorized Subaru Dealer.

Wilkins Subaru 6913 Ritchie Hwy #2, Glen Burnie, MD 21061 410-689-8066 Fax: 410-689-8008 subparts@wilkinsautomotive.com www.wilkinssubaru.com

GENUINE NISSAN PARTS

MAKE ALL THE DIFFERENCE.

Only Genuine Nissan Parts deliver the fit, reliability, and performance to meet your shop’s collision repair needs.

So keep it original, and keep it real with Genuine Nissan Parts.

Contact these Nissan dealers for all your parts needs: Passport Nissan 5000 Auth Way Suitland, MD 20746 Phone: 301-423-6930 Fax: 301-423-2965

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February 2021

Sheehy Nissan of Manassas 9010 Liberia Ave Manassas, VA 20110 Toll Free: 800-969-4778 Local Direct: 703-361-0377 Fax: 703-361-5165 martinfisher@sheehy.com

Cowles Nissan of Woodbridge 14777 Jefferson Davis Hwy. Wodbridge, VA 22191 Phone: 703-497-3097 Parts Fax: 703-497-4407 Email: parts@cowlesauto.com cowlesnissan.com

Conquest your Mitsubishi parts needs!

Mitsubishi now offers Genuine OEM parts through our new “Opt-OE” parts program at discounted prices. See Mitsubishi’s Ultra-Conquest parts and prices in the Optional OEM Suppliers category of popular collision estimating systems.

Ultra-Conquest Collision Parts Program Highlights: • Discounted prices on quality new and unblemished OEM parts • Automated price and part selection in collision estimating systems • High parts availability • Delivery to most major U.S. cities within 24 hours

• Available through all participating Northeastern area Mitsubishi dealers • Includes the majority of key collision components for select popular models • We can meet or beat aftermarket prices!

To find out more about Ultra-Conquest pricing contact your local Mitsubishi dealer.

For Genuine Mitsubishi parts, contact these authorized Mitsubishi Dealers.

Fitzgerald Mitsubishi 1930 West Street Annapolis, MD 21401 Direct: 410-224-4636 Fax: 410-224-4264 E-mail: adamsf@fitzmall.com

Younger Mitsubishi 1945 Dual Highway Hagerstown, MD 21740 Direct: 800-296-1190 Fax: 301-733-5465 www.youngermitsubishi.com

Jerry’s Mitsubishi 1906 E. Joppa Road Baltimore, MD 21234 Toll Free: 844-817-9406 Local: 443-219-2728 Fax: 443-403-1419 mitsubishiparts@jerrymitsubishi.com www.jerrysmitsubishi.com

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Get it right

from the source.

Ford and Lincoln Mercury dealers are the one-stop source for all of your collision repair needs.

When you need fascias, grilles, headlamps, wheels or any other Ford Motor Company Genuine Part, call your local wholesaling dealership. They’re a great souce for technical and repair information as well. Using Genuine Parts can help your body shop reduce cycle time, improve relationships with insurance companies and satisfy customers. So get everything you need in just one call to your one-stop collision repair resource – your local Ford or Lincoln Mercury Dealership.

Contact us for all your parts needs: WALDORF FORD 2440 CRAIN HWY WALDORF, MD 20601 Phone: 301-843-3028 Fax: 301-843-0334 e-mail: parts@waldorfford.com waldorfford.com

© 2018, Ford Motor Company

February 2021

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INDUSTRY

ADVICE

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

ASK MIKE:

What Can Shops Do When Insurers Don’t Pay for OEM Repairs?

This month, we “ASK MIKE” for his thoughts on how shops can address friction from insurers when charging for OEM-recommended/required repairs. We at Hammer & Dolly 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.

Hammer & Dolly: We regularly hear from body shops that are facing issues with insurers over receiving proper payment to perform OEM-recommended/required procedures. In most cases, the shops choose to perform the repairs as per the OEM, but they have differing views on how to get paid for that.

Based on your experiences and research, what are some of the ways you’re seeing shops approach things so they can accurately do the repair and receive reasonable payment for doing so?

Mike Anderson: This is probably the biggest friction point in the industry right now. Most OEMs have some type of invasive repair procedure. Technicians have to R&I several components and inspect sensors, connectors, dash reinforcement beams and all kinds of other stuff. Some shops are not doing these things because they’re uneducated, and other shops are educated and trying to do the right thing. Shops have to start by being educated. When a

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February 2021

shop encounters an insurer that doesn’t want to pay, that shop has options. One option is to follow what the OEMs say and thoroughly document the procedures. They can go to “Ask I-CAR” [rts.i-car. com/ask-i-car] and confirm if the procedure needs to be done according to the OEM. Some OEMs say that if a consumer or thirdparty payer doesn’t want to pay, they need to document that via a form or in the owner’s manual and submit it to those OEMs. Another option is to submit a question to the specific OEM’s website. Once they get back to you, you will have direct documentation from that OEM to submit to the insurer as further support.

It’s important to understand that if a shop doesn’t perform something because an insurer refused to pay for it, it does not remove that shop from liability. Some people have said that having a customer sign a hold harmless agreement protects them. I’m not an attorney, but I’d question whether that would carry over if that vehicle is later owned by someone else. Shops really need to seek counsel on that. Shops could also refuse the job, do the work that’s in dispute for free or have the customer pay the difference. Also, some states have an Appraisal Clause in auto insurance policies, and that would allow a mediator or arbitrator to get involved.

Unfortunately, there’s no easy, cut-and-dried answer. This is absolutely the biggest issue between shops and insurers are we go into 2021. It’s going to take the involvement of OEMs and shops educating themselves and passing on that education to third-party payers to get clarity to these things. OEMs are working behind the scenes to help. For example, Nissan recently released a position statement to reinforce that its OEM procedures are critical.

Obstacles and options.

H&D: What are your thoughts on balance billing? Some shops do that all the time, while others are terrified to go that route.

MA: I balance billed when I was a shop owner. It’s easier to do that when you have a customer who has a luxury vehicle and has the money to pay out of pocket. But when you have a schoolteacher with a lower-tier vehicle, they don’t necessarily have the money. One thing that could help in that situation is to get the insurance agent involved.

But no matter which solution you pursue, you need to get the customer involved in the process. I would not suggest discussing things like this over the phone; you should get the customer in your shop and educate them on the quality of your repair and convince them to move forward with it. One way to do this is by referencing their vehicle’s owner’s manual to identify things that are needed for a proper repair. The key is to get the customer to understand the need for certain procedures and to accurately present that need to the bill payer. The reality is that we need the OEMs to continue to put parameters or clarity around things in a way that we can communicate to consumers and insurers. H&D

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).

February 2021

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Genuine Volkswagen Collision Parts Are a Call or a Click Away.

The best repairs start with the best shop-supplier relationship. Contact the following Authorized Volkswagen dealers by phone, fax or email to get the parts you need, when you need them.

Alexandria Volkswagen 107 West Glebe Rd. Alexandria, VA 22305 703-684-7007 Fax: 703-684-4138

e-mail: parts@alexandriavw.com

Ourisman Volkswagen of Bethesda 5415 Butler Road Bethesda,MD 20816 301-652-2452 Fax: 301-652-2589

e-mail: vwwholesale@ourisman.com

Karen Radley Volkswagen 14700 Jefferson Davis Hwy. Woodbridge, VA 22191 703-550-0205 Fax: 703-643-0081

Fitzgerald Volkswagen of Annapolis 34 Hudson Street Annapolis, MD 21401 Phone: 410-224-4636 Fax: 410-224-4264 www.fitzmall.com

e-mail: rockvilleparts@ourismanautomotive.com www.ourismanvolkswagenofrockville.com

Fitzgerald Volkswagen 114 Baughmans Lane Frederick, MD 21702 Toll Free: 800-545-4745 Fax: 877-696-1841 e-mail: parts@fitzmall.com www.fitzparts.com

Ourisman Volkswagen of Laurel 3371 Ft. Meade Rd. Laurel, MD 20724 Phone: 301-498-6050 Fax: 301-498-0157 www.laurelvolkswagen.com

“Volkswagen“ and the Volkswagen logo are registered trademarks of Volkswagen AG. ©2021 Volkswagen of America, Inc.

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Ourisman Volkswagen of Rockville 801 Rockville Pike Rockville, MD 20852 Parts Direct: 301-340-7668 Toll Free: 855-417-4511 Fax: 240-499-2488

OVER 40 YEARS NISSAN EXPERIENCE #1 WHOLESALE DEALER IN DISTRICT MULTIPLE DELIVERY DRIVERS Visit Us 14777 Jefferson Davis Highway Woodbridge, Virginia 22191 M-F 8am-7pm SAT 8am-5pm

Contact Us www.cowlesnissan.com parts@cowlesauto.com Phone Number: 703-497-3097 Fax Number: 703-490-4407

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It Takes Genuine Honda Collision Repair Parts To Achieve a Genuine Honda Fit.

Honda collision repair parts are engineered and manufactured to Honda standards. In the collision-repair business, time is money, and you can’t waste time on parts that almost fit properly. Use Genuine Honda replacement parts. Your reputation depends on it.

For Genuine Honda parts, contact these Authorized Honda dealers.

Ourisman Honda 3371 Ft. Meade Rd. Laurel, MD 20724 Direct: 301-498-6050 Fax: 301-498-0157 www.laurelhonda.com

Miller Honda 3985 Valley Pike Winchester, VA 22602 Direct: 800-296-5020 Direct Local: 540-868-9916 Fax: 540-869-1074 E-mail: bmorgan@drivemiller.com

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 A HYUNDAI WHOLESALE PARTS SPECIALIST. For Genuine Hyundai parts, contact an Authorized Hyundai Dealer.

Fairfax Hyundai 10925 Fairfax Blvd.

Fairfax, VA 22030 Phone: 703-273-5188 FAX: 703-352-3115 E-mail: parts@fairfaxhyundaiinc.com

Diagnostically speaking, there is no substitute.

Porsche technology.

Porsche Genuine Service & Parts.

Contact one of these authorized dealers.

Porsche Bethesda 11990 Rockville Pike North Bethesda, MD 855-683-3144 Fax 301-945-4341 bethesda.porschedealer.com

Porsche Silver Spring 3141 Automobile Boulevard Silver Spring, MD 844-413-6929 Fax 301-890-3748 silverspring.porschedealer.com

© 2021 Porsche Cars North America Inc. Porsche recommends seat belt usage and observance of traffic laws at all times.

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Euroclassics Porsche 11900 Midlothian Turnpike Midlothian, VA 804-794-3399 Fax 804-794-9771 euroclassics.porschedealer.com

COVER STORY

continued from pg. 23

third parties that you are ‘the only one.’ That being said, WMABA is like any tool; if it’s not used [and] you don’t actively participate, it just becomes something thrown in the corner.”

“If someone was thinking about joining WMABA, I would say absolutely go for it,” adds member Jake Keaton of Keaton’s Collision Center (Huntington, WV). “WMABA brings a lot to shops. It keeps us informed on industry happenings, helps keep us educated and brings us together as collision repairers. I think it is important going forward to be involved in groups that help shops succeed, and WMABA does that in many different ways.”

After setting the stage for progress in 2020, WMABA enters the new year in a position of strength and enthusiasm. While uncertainty is a common feeling with most things in everyday life these days, Hendler insists that members can count on great things ahead for the association.

“Our president, Torchy Chandler, has always carried the flag of educating the consumer, and now we are beginning to have meaningful initiatives toward that. More than just a brochure, this will be an entire campaign.

We also are working on continuing the Collision Professional Repairer Education Program [Collision P.R.E.P.] and having some in-person events as we are able. We hope to grow our community of repairers with members and participants. Despite the hardships for all, this is still an exciting time for WMABA!” Additionally, WMABA will continue to serve as Silver Sponsor of the Database Enhancement Gateway (DEG; degweb.org), a free online service that addresses issues with estimating databases – CCC, Mitchell and Audatex – that are brought forward by estimators and technicians.

Of course, WMABA will only succeed if members contribute. As the association moves through the year, increasing membership will remain a critical goal. With new faces coming on board all the time, Burton is quick to assure them that their voices will always be heard.

“All questions are good questions. People can ask whatever they need to the Board or Jordan, and we’ll help. That’s how it started for me; I started asking questions because I knew I needed answers I didn’t have.” H&D

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