CALENDAR OF EVENTS
CLASS LISTINGS
May 2, 2018
REPLACEMENT OF STEEL UNITIZED STRUCTURES
FinishMaster, Springfield, VA
May 3, 2018
CORROSION PROTECTION
FinishMaster, Fredericksburg, VA
MEASURING
Auto Parts Plus (formerly Uni-Select USA), Baltimore, MD
REPLACEMENT OF STEEL UNITIZED STRUCTURES
Gaithersburg High School, Gaithersburg, MD
FULL-FRAME PARTIAL REPLACEMENT
James Rumsey Technical Institute, Martinsburg, WV
May 8, 2018
UNDERSTANDING THE CYCLE TIME PROCESS
Tidewater Community College, Chesapeake, VA
May 10, 2018
SECTIONING OF STEEL UNITIZED STRUCTURES
Industry
May 16 , 2018 WMABAGolfOuting - 1:00pm
Shotgun Start
Heritage HuntGolfClub
Gainesville, VA
For more information, seepage 27or visitwmaba com
STRUCTURAL STRAIGHTENING STEEL
Gaithersburg High School, Gaithersburg, MD
May 23, 2018
WHEEL ALIGNMENT & DIAGNOSTIC ANGLES
Tidewater Community College, Chesapeake, VA
May 24, 2018
PLASTIC & COMPOSITE REPAIR
Fairfield Inn & Suites, Easton, MD
VEHICLE TECHNOLOGY TRENDS & DIAGNOSTICS OVERVIEW
Frederick Co Career & Tech, Frederick, MD
May 26, 2018
FULL-FRAME PARTIAL REPLACEMENT
McClintic Public Library, Marlinton, WV
Gaithersburg High School, Gaithersburg, MD
STRUCTURAL STRAIGHTENING STEEL
RMS Pro Finishes, Charleston, WV
SQUEEZE-TYPE RESISTANCE SPOT WELDING
RMS Pro Finishes, Charleston, WV
May 15, 2018
AUTOMOTIVE FOAMS
Tidewater Community College, Chesapeake, VA
May 16, 2018
STRUCTURAL STRAIGHTENING STEEL
FinishMaster, Springfield, VA
May 17, 2018
PLASTIC & COMPOSITE REPAIR
Auto Parts Plus (formerly Uni-Select USA), Baltimore, MD
May 29, 2018
ALUMINUM EXTERIOR PANEL REPAIR & REPLACEMENT
Tidewater Community College, Chesapeake, VA
June 6, 2018
AUTOMOTIVE FOAMS
Fairfield Inn & Suites, Easton, MD
June 7, 2018
MEASURING
Tidewater Community College, Chesapeake, VA
STEEL UNITIZED STRUCTURES
TECHNOLOGIES & REPAIR
Auto Parts Plus (formerly Uni-Select USA), Baltimore, MD
June 12, 2018
STEERING & SUSPENSION DAMAGE ANALYSIS
Tidewater Community College, Chesapeake, VA
June 13, 2018
SQUEEZE-TYPE RESISTANCE SPOT WELDING
FinishMaster, Springfield, VA
June 19, 2018
PLASTIC & COMPOSITE REPAIR
Tidewater Community College, Chesapeake, VA
June 21, 2018
STEERING & SUSPENSION DAMAGE ANALYSIS
FinishMaster, Fredericksburg, VA
SQUEEZE-TYPE RESISTANCE SPOT WELDING
Tidewater Community College, Chesapeake, VA
June 26, 2018
ADHESIVE BONDING
Tidewater Community College, Chesapeake, VA
EDITOR’S MESSAGE
W
M A
BA S CO R E S
W I T H CO L L I S I O N
P. R . E . P.!
Recently, I was having a great chat with a shop owner from New England about the current state of affairs in the industry when he hit me with one of the strongest statements on this profession that I’ve ever heard: “They say there’s strength in numbers That’s true, but those numbers need to be educated ”
In March, WMABA joined forces with the Alliance of Automotive Service Providers of New Jersey (AASP/NJ) to do exactly that at the 2018 NORTHEAST® Automotive Services Show at the Meadowlands Exposition Center in Secaucus, NJ Presented by AASP/NJ for more than four decades, NORTHEAST offers three days of the very best tools, equipment and training/networking opportunities available at a regional event This year, WMABA stepped up its involvement at the show in a huge way by developing the inaugural Collision P R E P (Professional Repairer Education Program)
An ambitious undertaking overseen by WMABA Executive Director Jordan Hendler and her team, Collision P.R.E.P. provided national-level education that aimed to arm attendees with the information and tools necessary to successfully navigate an ever-changing industry The program’s many highlights included presentations
WMABA OFFICERS
PRESIDENT Torchy Chandler torchy chandler@gmai com 410-309-2242
VICE PRESIDENT Bill Hawkins whawkins@mybmwannapolis com 410-349-2578
TREASURER Barbara Chase barbara@siskautobody com 301-855-5525
SECRETARY Phil Rice ph l@ricewoods com 540-846-6617
IMMEDIATE PAST PRESIDENT Mark Schaech, Jr mark@marksbodyshop com 410-358-5155
BOARD OF DIRECTORS
Don Beaver (donbeaver3551@gmai com) 443-235-6668
Rodney Bo ton (rbolton@aacps org) 443-386-0066
Kevin Bur (kev nburt@walkermi lcol s on com) 301-336-1140
Barry Dorn (bdorn@dornsbodyandpa nt com) 804-746-3928
ADMINISTRATION
EXECUTIVE DIRECTOR
Jordan Hend er (jordanhend er@wmaba com) 804-789-9649
WMABA CORPORATE OFFICE
P O Box 3157 • Mechan csv lle, VA 23116
by Mike Anderson (Collision Advice), regular Hammer & Dolly contributor Keith Manich (ATI), Texas-based attorney Todd Tracy (who brought along the actual cars used in his recent crash tests in California for their first-ever public display) and special industry panel discussions on OEM certification and diagnostics, calibrations and programming
To say that Collision P R E P was a tremendous success would be an understatement The classrooms were packed (with several being standing-room-only), while several collision repair professionals traveled from far beyond the East Coast to take in what these special discussions had to offer. I had the pleasure of speaking with a shop owner who flew in from Salt Lake City with his wife to attend Mike Anderson’s course and experience the “Take Back Your Business: A Legal Guide” panel featuring Larry Montanez of P&L Consultants, Erica Eversman of Vehicle Information Services and Ed Kizenberger of the Long Island Auto Body Repairmen’s Association/The New York State Auto Collision Technicians Association
Of course, it wasn’t just established pros who received a great learning experience. NORTHEAST Platinum Sponsor BASF made a substantial impact this year by hosting a special Friday-afternoon “Industry Innovators” Luncheon that paired industry celebrities KC Mathieu (KC’s Paint Shop), Jonathan Goolsby (Goolsby Customs) and Troy Spackman (Legacy Innovations) with repair/service students from the New York area
As BASF Marketing Services Manager Tina Nelles told me after the show, “Providing students and young professionals access to some of the industry leaders and success stories helps to inspire new talent ‘Industry Innovators’ is a unique insight into what it really takes to be successful in the trades – and in collision repair specifically ”
If you made it to NORTHEAST, I hope you enjoyed an experience you will never forget If you missed out on the festivities, I hope to see you in the Garden State next year!
In closing, I’d like to congratulate Society of Collision Repair Specialists (SCRS) Executive Director and past WMABA Board member Aaron Schulenburg, who received this year ’s AASP/NJ James Moy Memorial Award for Dedication to the Automotive Repair Industry at a special ceremony held at NORTHEAST on March 16! H&D
WMABA would like to thank the following companies for making Collision P R E P possible: Level 1 Sponsors – AkzoNobel, Axalta, BASF, Blue Ridge Color Co. Inc., Caliber Collision Centers, Chesapeake Automotive Equipment, the Certified Automotive Parts Association (CAPA), Hertz, Packer Norris Parts, PPG, Reliable Automotive Equipment, Inc and Sherwin-Williams Automotive Finishes Level 2 Sponsors – Automotive Training Institute (ATI), FinishMaster, Mid-Atlantic Paint & Supply, National Coatings & Supplies and WheelsOnsite
STAFF
PUBLISHER Thomas Greco thomas@grecopub ishing com
SALES DIRECTOR Alicia Figurelli alicia@grecopublishing com
EDITORIAL DIRECTOR Joel Gausten joel@grecopub ishing com
Ben G bson (bgibson@richmondmarinecenter com) 804-355-8151
Steven Kr eps (srkr eps@ ive com) 304-755-1146
Ashley Kruger (akruger@baughautobody com) 804-285-8045
Danny Szarka (danny@dynam cco l s onservices com) 410-500-9200
CREATIVE DIRECTOR Lea Velocci lea@grecopubl shing com
EDITORIAL/CREATIVE Kristen Dalli COORDINATOR kristen@grecopubl shing com
OFFICE MANAGER Donna Greco donna@grecopublishing com
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 Arlington 3200 Columbia Pike
Alexandria, VA 22204
703.739.7490 Fax: 703.684.8420
Audi Annapolis 1833 West Street
Annapolis, MD 21401
Parts Direct: 443.482.3280
Parts Fax: 443.482.3281 www.audiannapolis.com
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
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
Audi Virginia Beach 2865 Virginia Beach Boulevard
Virginia Beach, VA 23452
Toll Free: 800.277.2122
Parts Direct: 757.687.3483 Fax: 757.687.3490 www.checkeredflag.com
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
Honda of Tysons Corner
1580 Spring Hill Rd. Vienna, VA 22182
Direct: 703-749-6652
FAX: 703-821-4229
www.hondatysonscorner.com
E-mail: sebastian.venegas@hondaoftysonscorner.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
EXECUTIVE DIRECTOR’S
MESSAGE
N O RT H E AS T®
CO L L I S I O N
P. R . E . P.
H I T S B I G
There hasn’t been education this big in the eastern US in, well, forever With over 30 presenters giving 17 sessions filled with information for repairers, there were more than 200 participants in the debut of Collision P R E P (Professional Repairer Education Program) looking to get as much advancement for themselves and their businesses as possible This education event is something that I – and all the WMABA leadership – are very proud of Working with the Alliance of Automotive Service of New Jersey’s leadership for the NORTHEAST Automotive Services Show, WMABA’s endeavor to pull national-level speakers into this regional event was an undertaking they were happy to fulfill
While most sessions centered around a management theme, there were numerous sessions built around the technician, estimator and other positions of the repair shop Also, there was the dynamic presentation on shop liability for repair methods made by Todd Tracy, a name we are all becoming increasingly familiar with If you’re not familiar, get to Google! Our favorite hometown man, Mike Anderson, put on two sessions about estimating best practices and “Writing it Right,” along with his endearing and very inspiring life nuggets to live by He
2 20 201 2017
certainly delivered motivational material that was simultaneously educational
A surprise standout was Danny Gredinberg from the Database Enhancement Gateway (DEG: degweb.org), who enlightened attendees with insights to estimating challenges and opportunities to catch gaps or missed operations He included many tools that estimators can utilize to bring in additional revenue simply by understanding their systems and repair processes better
The OEM Certification panel was a big draw, with standing room only, and was led by industry certification managers, OEMs and standout repairers who enlightened the audience with hurdles faced when considering adding a program into a repair facility Considerations you should make when it comes to your business culture, training and the equipment are just part of it
Looking at relationships with dealers, insurance companies, shop marketing and the customer experience are also necessary to identify in the process.
We had such fun – once the ball was rolling – seeing the attendees find real excitement from the sessions. They seemed energized – and maybe even revitalized – to go back to their businesses and make positive change happen.
There was no doubt about it, the entire program was a success! Here’s to hoping next year finds more and more of you making that short trip to enjoy the same result: A better and more well-rounded understanding of the current and future industry information available for the advancement of your business H&D
Left to right: Lauren Spanogle, Brandon Reese, Jordan Hendler, Lizzy Clarke
855-683-3144
Fax 301-945-4341
bethesda.porschedealer.com
703-684-8835
Fax 703-518-0467 arlington.porschedealer.com
757-687-3483 Fax 757-687-3490
checkered-flag.porschedealer.com
WHAT’S UP TO?
WMABA
MEMBERSHIP: THE UN-SECRET PLAYBOOK
It’s always a good time to get involved in WMABA If you’re reading this, your first benefit is already being realized: Staying up to date on the news in our area and beyond
Get Your Team Jersey
Supporting WMABA is an investment in the future of your business and your industry By becoming a member, you are represented in all the places the Board or executive director go Whether at a trade show like SEMA, assisting with the SCRS OEM Technology Summit regarding certified repairs or locally at the state capitol meeting legislators or testifying at a hearing, your interests and the interests of all repairers are at the forefront Though repairers often feel competitive, the association is a place for camaraderie and community Here, we’re all on the same team
Get Educated
WMABA offers issue-specific, topic-driven education throughout the year Participation in special events and local meetings, such as the Audi Training Center-hosted seminar and tour, offers your business the best in opportunities to advance your understanding of changes within our industry
JOIN TODAY!
The Playbook
The association is your resource for all things related to your business Whether you have a question about current Labor Rate data, operations, customer interaction, insurer relationships, vendor products or national news, your association is the place to ask first Through our relationships nationally, we can even take issues to the forefront of places such as the Society of Collision Repair Specialists, Collision Industry Conference or national contacts for insurers and vendors.
Locally, we research governmental regulations and oversight to make sure the repair industry is protected from any negative legislation Represented in both Virginia and Maryland, WMABA proposes and opposes recommended bills that come into the legislature during open session Also, we work with consumer-related entities, government agencies and other related industry organizations to ensure that the voices of the repairer and their customer are heard
Many repairers take advantage of the knowledge and community the association has for navigating situations that arise A simple phone call or email can circumvent many issues our members encounter
Call the Game
As a member, you decide your personal level of participation Do you have interest in committees that address particular issues you feel passionately about? Would you want to be a Board member and assist in guiding the direction of the association? How about sitting on the sidelines so you can focus on your own business? All answers can be correct! While WMABA would like to encourage your spirit of volunteerism, it is solely up to you at what level you get involved
The minimum is getting your membership This year can WIN with your commitment to the betterment of your business and your industry Sign up today! H&D
Intertek Enters into Agreement to Operate CAPA Certification Program NEWS
Intertek – a leading Total Quality Assurance provider – has entered into an exclusive agreement with CAPA (the Certified Automotive Parts Association) to run its aftermarket certification program around the world The deal allows Intertek to take over CAPA’s daily operations, perform marketing activities, conduct testing and inspection services and administer certification marks and labels Intertek has over 26 years of experience in the aftermarket parts industry, serving as a testing and validation partner to CAPA. For over 30 years, CAPA’s rigorous certification program has approved over 92 million aftermarket parts for further use.
An Intertek company news release calls the new agreement a “compelling opportunity for the Group to expand the CAPA testing program so that it encompasses a wider range of replacement parts and regions where no formal process currently exists to assure the suitability and quality of automotive replacement products ”
BY KRISTEN DALLI
Amidst news of the agreement, CAPA Executive Director Jack Gillis announced his retirement from the company Nonetheless, Gillis believes joining forces with Intertek is the start of great things to come for the industry
“At CAPA, our priority has always been to ensure that the market has access to highquality, fairly priced, alternative parts that provide the same functionality as a car company brand part,” he offered in an official statement “Our partnership with Intertek has set the stage for the logical transition of CAPA’s program management to this highly respected, international testing company. Intertek’s extensive experience with CAPA, CAPA manufacturers and automotive testing and certification will enable them to significantly grow the program while manufacturers and the marketplace will notice few outward changes ”
In a press statement of his own, Intertek Senior Vice President Tim Hubbard was equally as enthusiastic about the new venture
“We are delighted to have entered into this agreement with CAPA, an organization which has long been the leader in certifying aftermarket automotive parts and providing peace of mind to customers Intertek is committed to providing comprehensive services for all segments of the automotive industry, including aftermarket parts manufacturers. We look forward to leveraging our experience and global reach to build on CAPA’s legacy while taking the program to new heights with increased speed to market and enhance industry relationships, utilizing our Assurance, Testing, Inspection and Certification solutions ”
Intertek currently has a network of over 1,000 laboratories and employs over 42,000 people in more than 100 countries For more information, visit Intertek.com/automotive H&D
W hen it comes to par ts cer tification, fit is just the beginning.
You may be able to eyeball a replacement part and tell if it will fit or give you a hard time
But it’s impossible to look at a part and determine if it’s galvanized, made of the correct material, or even if the welds are all correctly positioned.
But it’s impossible to look at a part and determine if it’s galvanized, made of the correct material, safe, or even if the welds are all correctly positioned. CAPA created the industry’s first-ever auto crash part testing and certification program over 29 years ago to eliminate all doubt. To provide the gold standard for quality replacement parts for everyone whose livelihood depends on quality repairs
CAPA Certified parts. The only replacement parts good enough to ear n the yellow and blue CAPA Quality Seal. That’s always a good fit.
GENUINE NISSAN PARTS MAKE
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
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
Sheehy Nissan of White Marsh 8115 Belair Rd. Nottingham, MD 21236 Parts: 443-270-9001
Parts Fax: 443-270-8993 wmparts@sheehy.com sheehynissanofwhitemarshparts.com
Society of Collision Repair Specialists (SCRS) Corporate Member Recognition & Awards Luncheon
April 11, 2018
Westin Westminster –Westminster, CO
The 2018 SCRS Board of Directors Left to right: Andy Dingman, Domenic Brusco, Amber Alley (treasurer), Trace Coccimiglio, Dave Gruskos, Michael Bradshaw (director at large), Bruce Halcro (secretary), Paul Sgro, Tim Ronak, Kye Yeung (chairman), Jeff Kallemeyn and Brett Bailey (vice chairman). Not pictured: Matthew McDonnell
SCRS thanked its Corporate Members for making the association’s work possible
SCRS Treasurer Amber Alley presented the SCRS Collision Industry Non-Individual Service Award to John Yoswick (pictured, CRASH Network) and Mike Anderson (Collision Advice) for their work in conducting the “Who Pays for What?” industry surveys.
Collision Industry Foundation (CIF) Trustee Jeff Wildman (BASF) presented the SCRS Humanitarian Award to CIF President Bill Shaw (PPG, left).
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
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
Nu Car Mazda
172 North Dupont Hwy.
New Castle, DE 19720
Toll Free: 800-346-5283
Fax: 302-322-7135
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
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
FEATURE NATIONAL
WMABA Brings
National-Level Education to
PROFESSIONAL REPAIRER
2 20 201 2017
Thanks to the official NORTHEAST debut of the Washington Metropolitan Auto Body Association (WMABA)-presented Collision P.R.E.P. education series, this year ’s show boasted the most extensive training schedule in the event’s 40-plus year history.
EDUCATION
PROGRAM
WMABA Executive Director Jordan Hendler with Todd Tracy (left) and AASP/NJ President Jerry McNee
“The NORTHEAST show has the closest proximity and best industry relationships for us to build the Collision P R E P education series for our membership region and beyond,” says WMABA Executive Director Jordan Hendler “While it was a bit of a commute from our region, numerous shops came in from as far as Oregon to participate in the seminars!”
Throughout the weekend, industry members from across the country filled every available seat – and even stood when the rooms got full – to take part in WMABA’s comprehensive educational slate
“It was apparent that this education is both needed and wanted,” Hendler says “The entire program was well-attended, and a few standouts were even standing-room-only! The attendees highly praised the information – and inspirations –they received Everything from estimating tips to management of documentation to negotiations were addressed, with special attention given to life skills and aligning your business with liability in mind ”
“It was great to see WMABA partner with AASP/NJ to help educate our industry,” offers WMABA Secretary Phil Rice, who traveled up from Roanoke, VA to support his association’s work at the show “I think the thirst of knowledge that’s out there was abundantly clear; we had a phenomenal turnout for every seminar that was presented Collision P R E P helped attendees better understand what it takes to be a professional business that also happens to fix cars ”
Speaking with Hammer & Dolly from the road more than a week after the show, Collision P.R.E.P. presenter and WMABA mainstay Mike Anderson (Collision Advice) was still receiving strong feedback on the two “Write it Right, with Life Nuggets to Live By” courses he gave during the weekend
“I’ve already had five conference calls today with people who were in my classes and wanted some follow-up time! I’ve also received at least 20 emails It shows you that people were engaged at the show; they were very interactive and asked a lot of questions.”
Additionally, Anderson was quick to note this year ’s dramatic increase in attendance, which AASP/NJ confirms was 20 percent higher than 2017
“I saw people at NORTHEAST this year that I’ve never seen there before, especially from the WMABA area I thought it was great that there were people from down South and other parts of the country who attended The outreach has definitely grown; it’s more than just people from the Northeast region who come to the show ”
While every Collision P R E P class drew enthusiastic crowds, Todd Tracy’s “Anatomy of a Lawsuit – Crash Testing for Evidence” was quite
General Motors Announces New Certification Program
GM’s John Eck
On March 17 during the 41st Annual NORTHEAST ® Automotive Services Show in Secaucus, NJ, General Motors took to the Collision P R E P (Professional Repairer Education Program) Free Stage to publicly reveal critical details of its new collision repair network certification program for the first time anywhere
“We’re looking at a comprehensive program that is going to really take into account a lot of aspects that aren’t measured today with OEM certifications,” shared GM Collision Manager John Eck “It’s an exciting time at General Motors, [and] it starts with a focus on our customer. Everything we’re doing and everything we want to do is about our customers, safety and a focus on a safe, proper repair for GM vehicles ”
The program will extensively track (among other things) shops’ emphasis on performing proper scanning and calibrations and adhering to OEM repair procedures Each participating shop will be given a “shop score” based on their performance in these areas
“Shops will have the ability to measure [and] see the transparency of the metrics that we’ll have You’ll be able to see why your score is where it is, understand what those KPIs are that we’re looking for and how you can influence those to drive your own score at the shop up or down The shop score is what’s going to drive how you’re going to be integrated within General Motors We’re not stopping at just shop certification or a network; we’re integrating this completely into GM and [partners such as] OnStar ”
Additionally, Eck announced that GM has enlisted Mitchell International for network management to provide IP solutions for customers
“There are a lot of things that Mitchell may or may not do today…There is room for other players in this space. We don’t think it’s just one company; we think there’s multiple players.”
Real Riveting & Bonding
Vehicle repair is not getting any easier, so there needs to be a greater understanding of the operations and procedures utilized on today’s advanced automobiles To help his industry peers along on this journey, Collision P R E P presenter Dave Gruskos (Reliable Automotive Equipment) offered “Riveting and Bonding, and Other Repair Operations & Procedures,” a seminar that provided background information on the different joining methods used in production and workshop repair (and the advantages/disadvantages of each) and how the materials used in the production of a vehicle determines the methods used in joining during collision repair
As Gruskos made clear in his presentation, a safe repair depends on technicians understanding that there are only two ways to perform a repair – right and wrong
“The proper rivet is very important Don’t buy rivets aftermarket We [see] rivets all the time that get X-Rayed that people bought in the aftermarket, and the rivet has already failed ”
In his mind, there is no wiggle room left for repairers to stray away from using OEM-approved tools and methodology.
“Everybody looks at the big [Todd] Tracy lawsuit [and thinks], ‘This is not going to happen to me’ Believe me, when any group of people see that kind of monetary number given out, it’s going to expand throughout our industry ”
possibly the most talked-about event of the weekend. In addition to presenting a no-holdsbarred overview of his $42 million win against John Eagle Collision of Dallas, TX for performing improper repairs, he discussed the results of the crash tests he had performed late last year at KARCO Engineering, a National Highway Traffic Safety Administration (NHTSA)-approved testing facility in Adelanto, CA The first vehicle involved in the crash test was an undamaged and unrepaired 2010 Honda Fit that had never been in an accident, while the second vehicle was a
2009 Honda Fit that had an aftermarket windshield installed and a roof that was bonded using 3M 8115 adhesive instead of welded on as recommended by the OEM – the same procedures performed on his clients’ vehicle The third vehicle was a 2013 Honda Fit with the hood, left and right fenders, radiator support, bumper reinforcement bar, left/right hood hinges and windshield replaced with non-OEM-approved parts
“On the aftermarket parts [vehicle], there were 13 inches [of pass-through] of the front right
Dave Gruskos (Reliable Automotive Equipment)
Avoiding Liability through OEM Diagnostic
Procedures
On March 17, WMABA’s Collision P.R.E.P series at NORTHEAST® welcomed moderator Michael Quinn (AirPro Diagnostics) for the panel “Diagnostics, Calibrations and Programming: Understanding Shop Liability in this New Era and How to CYA!” Participants in the 90-minute discussion included Chuck Olsen (AirPro Diagnostics), Aaron Clark (Assured Performance Network), Paul Sgro (Lee’s Garage), Larry Montanez (P&L Consultants), Greg Potter (Equipment and Tool Institute) and Bob Gruszczynski (VW/Audi America)
If there was an overriding takeaway from the presentation, it was that the industry at-large needs to do more to research and perform OEMrecommended or required procedures
“The car manufacturers we work with issued position statements [on scanning] in 2016,” explained Clark “One year later, I think CCC reported that 2 2 percent of body shops have responded with the affirmative that they’re now making that part of their process ”
The Cost and Commitment of Certification Programs
Shops across the country are looking at OEM certification programs as a way to elevate their standing in the market, but are these facilities truly up to the challenge?
Moderated by Gary Wano, Jr (GW & Son Auto Body), the Collision P R E P panel “Becoming a Certified Repairer and Understanding the OEM Repair Procedures” aimed to answer this question through a discussion with industry experts including WMABA Vice President Bill Hawkins (BMW of Annapolis), Past WMABA President Barry Dorn (Dorn’s Body & Paint), Dave Gruskos (Reliable Automotive Equipment), Aaron Clark (Assured Performance Network), Larry Montanez (P&L Consultants) and Mark Allen (Audi USA)
First and foremost, Hawkins urged attendees to give serious thought to whether going the certification route would justify the time and expense necessary to make a successful
A Walk through Legal Landmines
“‘Recommended’ by the manufacturer in fact means that you have to do it this way No one cares what your opinion is ”
This quote by Larry Montanez (P&L Consultants) was one of many powerful statements made during “Take Back Your Business: A Legal Guide,” a Collision P R E P panel that put the well-known industry educator next to Erica Eversman (Vehicle Information Services) and Ed Kizenberger (The Long Island Auto Body Repairmen’s Association/The New York State Auto Collision Technicians Association) for an extensive – and often very frank –overview of the litigious side of collision repair Of the subjects explored during the March 16 gathering, the Assignment of Proceeds clearly dominated the majority of the discussion
“The Assignment of Proceeds is really a separate contract [in which] your customer is giving you the right to stand in their shoes to collect what has not been properly paid by the customer ’s insurance company in exchange for allowing the customer to not have to pay in full [at] that moment so that you will release the lien that you properly have for repairing the vehicle,” Eversman explained
Additionally, Clark noted that automakers will approve their specific OEM diagnostic tools “in all cases ” Montanez didn’t mince words in echoing Clark’s support of utilizing OEM-endorsed methods
“I’m still at a loss for words [on] why nobody wants to spend $25 for the day to go to the OEM and get the source, but they’ll pay for a third-party service that provides some information We as an industry are so ignorant, lazy and cheap that we don’t want to go to the OEM to look up the information and read it, but we’ll go ahead and get some third-party provider and say, ‘Well, I couldn’t find it, so it doesn’t exist ’”
He also recommended that post-repair test drives be performed to help ensure vehicle functionality
“You have to make sure the car ’s properly operational It’s your liability; it’s up to you You did the repairs ”
transition at their businesses
“You have to look at factors like whether the manufacturer charges for ongoing training You have the cost of getting your tech there, and you have the cost of getting a hotel You have to look at how many units in operation you have in your marketplace to determine whether that makes financial sense for you ”
Addressing the financial side of getting a shop ready for certification, Montanez noted that repair facilities should expect to make a $250,000 investment in many cases just to get off the ground, adding that “each program that adds on becomes a little bit cheaper as you go along, because there is a lot of reciprocity between equipment ”
In addition to finding the right equipment, shops are obligated to undergo extensive education
“Training is all about preparation before you go,” advised Dorn “If you don’t prep before you go, you’re not going to win at this game
“It’s an extremely stressful environment It’s not that the OE wants to create that; it’s just that you’re expected to do things that you wouldn’t normally do You have to get out of your comfort zone When that happens, you can do some great things and you’ll learn more than you ever thought you would ”
Kizenberger added that an Assignment of Proceeds in collision repair is a vastly different process than those found in other industries
“If you were to go to a hospital in New York State, one of the documents they thrust in front of you is an assignment, but it’s different In our industry, you’ve got to fix the car, realize there’s a short fall and then you get the customer to sign it ”
With the industry now a place where shops can get a multimillion-dollar verdict against them for performing improper repairs, Eversman cautioned attendees to not rely on an insurance partner to support them if they find themselves in legal trouble after performing a non-OEMrecommended repair that later harms the consumer
“Do not assume that because you are a DRP for an insurance company that they’re going to have your back You are the first thing they will throw under the bus ”
Aaron Clark of Assured Performance Network
Collision P R E P panelist Barry Dorn
Industry attorney Erica Eversman
occupant,” Tracy told the audience “There were 12 inches on the adhesive roof [vehicle], and there were eight inches [on the OEM test vehicle] – which is what the manufacturer wants The difference between eight and 13 [is] 67 5 percent There’s supposed to be a five percent variability Five. ” (The complete results of Tracy’s crash tests are available via Google Drive at drive.google. com/open?id=1Q7JOm7aldtz0auus91cHY9iJT QZ6vnQm )
As soon as he returned to work from his NORTHEAST experience (which included serving on the Collision P R E P industry panel on OEM certification), WMABA Vice President Bill Hawkins (BMW/MINI of Annapolis) shared the PowerPoint file of Tracy’s presentation with his repair team
“I told my technicians, ‘This is the level of detail that your work is going to be subject to and how it’s going to be scrutinized ’ It isn’t just about me being picky as a manager; this is about the fact that we’re going to see our work being reinspected more than ever before, because the situation has been monetized now We have to
Mike Anderson’s Four Steps to Better Negotiations
Left: Myah Krieps, daughter of WMABA Board member Steven Krieps, took home a gift card from Toys “R” Us after winning the coloring contest hosted by NORTHEAST ® exhibitor PPG.
Right: WMABA Vice President and Collision P.R.E.P panelist Bill Hawkins
follow the OEM procedures and put the vehicle back together like someone’s going to take it apart tomorrow ”
Rice was another attendee blown away by what Tracy had to say
“Todd Tracy has been the biggest and brightest breakthrough that the collision industry has had in 25 years The way he handled that case before, during and after has really created a resurgence of what it takes to properly fix today’s vehicles My hat’s off to him for taking the time out of his schedule to tell us in advance how he’s going to come after us in court if we don’t do it right! The championship prize fighter let us into his locker room and said, ‘Here’s my strategy to beat you ’ How often does that happen?”
WMABA Board member Steven Krieps, who traveled from West Virginia with his wife, Danielle, and his three children to attend NORTHEAST for the first time, walked away a more knowledgeable collision shop manager as a result of the Collision P R E P events he was able to see
“The best thing about the show was getting together with like-minded people who are fighting the same battles that I am and getting different perspectives on things Let’s face it – no one gives you a manual on all aspects of collision repair If you're not actively searching for proper and helpful information, you may never find it.”
While the various educational events that comprised Collision P R E P made for an unforgettable time for attendees from the WMABA region and beyond, perhaps the greatest thing about NORTHEAST was seeing the association work side by side with their peers in AASP/NJ to create something truly extraordinary
“In years past, we didn’t see associations do a lot of work together,” observes Rice “Now, we’re seeing them understand the power of numbers When we lock arms in unity, our impact is phenomenal ” H&D
Anyone who’s ever attended a seminar by Mike Anderson of Collision Advice knows how invigorating and inspiring his talks make them feel On March 16 and 17, he brought his unique voice to NORTHEAST for two “Write it Right, with Life Nuggets to Live By” seminars as part of WMABA’s Collision P R E P series In both sessions, the former shop owner and longtime industry consultant offered invaluable perspectives on how shops can improve negotiations with insurers and receive the compensation they deserve
In Anderson’s mind, the first rule of successfully getting what you want is realizing that your opinion “don’t mean jack!” To adequately deal with carriers, Anderson suggested that shops focus their energies on things they can document and verify As a reference, he provided the four most important questions – which, interestingly enough, were originally found in State Farm’s corporate training manual – that every shop should ask before attempting to receive insurer compensation for the work they perform:
Is what you’re asking for required to restore the vehicle back to pre-accident condition?
Is it included in any other labor operation, or is it a separate operation?
Is there a pre-determined time in the database?
If not, what is it worth?
(Minimum of 1 or $1)
“If we remove the emotions and we stick to the facts – and these four questions – we will get paid more!” he said.”
Mike Anderson (Collision Advice)
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
MYMINIANNAPOLIS.COM
MINI of Sterling
21826 Pacific Blvd
Sterling, VA 20166
888-954-8222
fax: 571-434-7727
MINIOFSTERLING.COM
MINI of Alexandria 5990 Duke Street Alexandria, VA 22304
703-461-6250 fax: 703-751-0595
MINIOFALEXANDRIA.COM
Crown MINI 8710 West Broad Street Richmond, VA 23294
804-527-6860 fax: 804-965-6254
CROWNMINI.COM
MINI of Montgomery County 820 Russell Avenue Gaithersburg, MD 20879
Parts: 240-238-1204
Parts fax: 240-238-1493
MINIOFMONTGOMERYCOUNTY.COM
KEEP IT GENUINE INSIST
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
POHANKA CHEVROLET
13915 Lee Jackson Memorial Highway
Chantilly, VA 20151
Phone: 888-266-2993
Direct: 703-502-3729
Fax: 703-968-0932 www.pohankachevrolet.com
RADLEY CHEVROLET
3670 Jefferson Davis Highway
Fredericksburg, VA 22408
Phone: 800-355-8202
Direct: 540-898-0055
Fax: 540-891-2074 www.radleychevrolet.com
OURISMAN CHEVROLET OF ROCKVILLE
807 Rockville Pike
Rockville, MD 20852
Direct: 301-424-5332
Fax: 301-294-6381
www.rockvillechevrolet.com
WHICH BENEFITS DO RESPONDING BUSINESS OWNERS PAY FOR?
COVER STORY
HOW DO OUR SURVEY PARTICIPANTS FEEL ABOUT INSURER/SHOP RELATIONS?
YES NO
SURVEY TAKERS REVIEW A NUMBER OF QUESTIONS THAT RELATE TO THEIR DAILY BUSINESS:
Do you believe insurers rate you on the use of alternative parts to OEM, such as used or aftermarket?
Do you feel many insurers try to control or insert themselves into the repair process, including selection of parts and repair methods used?
Do you have an insurer who requires you to order parts from a particular vendor or through a particular online procurement system?
Do you believe insurer reimbursement rates are fair to support adequate profit for continuing education, certifications and new equipment?
Would (or does) ordering parts or materials through a required third-party bidding system increase your cycle time and customer dissatisfaction?
Have you been told “you are the only one” who charges for what you feel is a legitimate, reasonable and necessary operation?
Do appraiser(s) tell you, “We can’t pay for that because it is against insurance company policy,” even though you knew it was a fair, reasonable and necessary item?
Do you feel that after an insurer is notified, that two business days is an adequate time frame for an insurer to come to your shop to inspect, appraise the damage and provide an estimate?
Is it your experience that a good portion of insurance company representatives will intentionally write “low ball” estimates that omit obvious visible damage?
Do inadequate or poorly written estimates by insurance company representatives delay the repair process and cost your shop time and money while you rectify mistakes?
Do you feel appraisers intentionally omit vital processes in hopes the shop will not correct and amend the mistake, giving the insurer unfair financial gain?
Have you feared retribution from insurers if you charged for a job performed that you feel is fair, reasonable and necessary, but that they may not approve of?
Do you feel insurers are using their “power,” together with a weak economy, in an attempt to coerce shops into accepting less than a fair amount?
Have you experienced an insurer(s) who has declared a vehicle a total loss when you felt the vehicle was an easy, safe repair and the vehicle owner wanted it repaired, but did so because the insurer got a high salvage
Do you experience insurers retaining payment, but telling you that you are “holding the car hostage” when they had more than adequate time to issue payment?
Do you feel many insurers’ initial estimates lack proper repair procedures necessary to fix the car to pre-accident condition?
Is it your experience that blending a panel takes as long, or longer, than refinishing a new
and materials to “blend”
“clean up” time necessary on most “LKQ” or used parts?
Can you blend or melt clear coat within a panel and give
Given the advancements in system compatibility, should you have the freedom of choice for your estimating system provider?
Do used structural parts (e g , quarter panel, hinge pillar, rocker panel, radiator support and apron or frame rails) take more “trim” time than new parts?
Do you feel that modern vehicles (with boron steel, structural aluminum, multiple airbags, collision avoidance systems, laser welds, etc ) are more difficult to work on than older vehicles without those similar characteristics?
Do you feel colors on newer vehicles are more difficult to match than those 5-10 years older?
Do rental car companies unnecessarily contact you about the status of vehicle repairs, requesting numerous status reports and completion dates?
Would you prefer an itemized calculator for materials based on a computer software program (e.g., PaintEx, PMCLogic, etc.) versus compensation based on current random multipliers using an hourly rate?
Have you been able to provide across-the-board increases in the pay and benefits of your employees in the past five (5) years?
Universal frustration: Nearly 97 percent of respondents to this year ’s Survey informed us that they are told, “ We can’t pay for that, because it is against insurance company policy,” even when the shops know the procedure to be reasonable – and, more importantly, necessary. Additionally, 100 percent reported that inadequate or poorly written estimates by insurance company representatives delay the repair process and cost their shops time and money while they rectify mistakes.
S o m e o f t h e b i g g e s t c h a n g e s f r o m
l a s t y e a r ’s S u r v e y r e s u l t s a r e i n
i n s u r e r / s h o p r e l a t i o n s I n 2 0 1 7 , h a l f o f a l l
r e s p o n d e n t s i n d i c a t e d t h a t a n i n s u r e r
r e q u i r e d t h e m t o o r d e r p a r t s f r o m a
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s y s t e m I n j u s t o n e y e a r, t h a t n u m b e r
j u m p e d t o n e a r l y 7 6 p e r c e n t ! I n t e r e s t i n g l y,
j u s t o v e r n i n e p e r c e n t o f p a r t i c i p a n t s i n
l a s t y e a r ’s S u r v e y b e l i e v e d i n s u r e r
r e i m b u r s e m e n t r a t e s t o b e f a i r t o s u p p o r t
a d e q u a t e p r o f i t f o r c o n t i n u i n g e d u c a t i o n ,
c e r t i f i c a t i o n s a n d n e w e q u i p m e n t T h i s
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p e r c e n t A n o t h e r n o t a b l e j u m p c a m e f r o m
t h e q u e s t i o n , “ Wo u l d ( o r d o e s ) o r d e r i n g
p a r t s o r m a t e r i a l s t h r o u g h a r e q u i r e d t h i r d -
p a r t y b i d d i n g s y s t e m i n c r e a s e y o u r c y c l e
t i m e a n d c u s t o m e r d i s s a t i s f a c t i o n ? ” L a s t y e a r ’s S u r v e y h a d 6 2 p e r c e n t o f
p a r t i c i p a n t s r e s p o n d i n g “ y e s , ” w h i l e t h i s
y e a r ’s r e s u l t s h a d n e a r l y 8 2 p e r c e n t o f
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P e r h a p s t h e m o s t f r u s t r a t i n g – i f n o t
t h e m o s t c o m m o n – t h i n g f o r c o l l i s i o n
r e p a i r e r s t o h e a r f r o m i n s u r e r s i s , “ We
c a n ’ t p a y f o r t h a t , b e c a u s e i t i s a g a i n s t i n s u r a n c e c o m p a n y p o l i c y, ” e v e n w h e n
y o u k n o w t h e p r o c e d u r e t o b e r e a s o n a b l e – a n d , m o r e i m p o r t a n t l y, n e c e s s a r y . I n l a s t y e a r ’s S u r v e y, o v e r 9 2 p e r c e n t o f
continued on page 40
Unsurpassed Quality. Genuine Hyundai Parts.
HYUNDAI IS PROUD OF ITS REPUTATION FOR QUALITY AND SERVICE. SO ARE THE DEALERS AND BODY SHOPS WHO RELY ON GENUINE HYUNDAI PARTS. TO MAKE CERTAIN THAT YOU GET THE RIGHT HYUNDAI PART, ASK FOR THE WHOLESALE PARTS SPECIALIST AT THESE FINE DEALERS. Buy Hyundai Parts.
For Genuine Hyundai parts, contact these Authorized Hyundai Dealers.
Fairfax Hyundai
10925 Fairfax Blvd.
Fairfax, VA 22030
Phone: 703-273-5188
FAX: 703-352-3115
E-mail: parts@fairfaxhyundaiinc.com
Fitzgerald Lakeforest Hyundai 905 North Frederick Ave.
Gaithersburg, MD 20879
Phone: 301-670-4881
Fax: 301-670-1595
Malloy Hyundai
1880 Opitz Blvd.
Woodbridge, VA 22191
Parts Direct: 703-490-8263
Fax: 703-490-3864
E-mail: hmkparts@aol.com
Checkered Flag Hyundai
3033 Virginia Beach Blvd.
Virginia Beach, VA 23452
Phone: 757-687-3463
Fax: 757-687-3468
hyundai.checkeredflag.com
We get it.
You want the best part for a Toyota, but you’ve got to know when and how much
Well, now you can. In addition to tools that can help you find and order the right VIN-based parts, now you can see if it’s in stock, schedule the deliver y, even see your shop’s net price from your participating Toyota Dealer *
Now you’re thinking: “Cool!”
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
Flag Toyota 5301 Virginia Beach Boulevard Virginia Beach, VA 23462
PH: 757-687-3443
FAX: 757-687-3437 www.checkeredflag.com
Fairfax
10441 Lee Highway Fairfax, VA 22030
Toll Free: 800-626-2236
Direct: 703-273-2236
Fax: 703-385-8411 fairfaxparts@ourismanva.com www.ourismanva.com
1935 Dual Highway Hagerstown, MD 21740
Phone: 800-296-1190
Fax: 301-733-5465 dthompson@youngertoyota.com Koons
Annapolis 1107 West Street
Annapolis,MD 21401
Phone:(800)262-3330
Fax:(410)280-6361
roy.easter@koons.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
Buy Genuine Mitsubishi Parts and get the perfect fit at the perfect price. 10% off on all parts orders when you mention this ad.
For Genuine Subaru Body Parts, contact these Authorized Subaru Dealers.
Wilkins Subaru 6913 Ritchie Hwy #2, Glen Burnie, MD 21061
410-689-8066 Fax: 410-689-8008
subparts@wilkinsautomotive.com www.wilkinssubaru.com
Fitzgerald Lakeforest Subaru 905 North Frederick Ave., Gaithersburg, MD 20879
Phone: 301-670-4881
Fax: 301-670-1595
continued from page 35
p a r t i c i p a n t s r e p o r t e d h e a r i n g t h i s p h r a s e f r o m
a p p r a i s e r s T h i s y e a r, n e a r l y 9 7 p e r c e n t o f
p a r t i c i p a n t s r e p o r t e d i t .
O n e - h u n d r e d p e r c e n t o f r e s p o n d e n t s ( a s
o p p o s e d t o 9 4 p e r c e n t l a s t y e a r ) r e p o r t e d t h a t
i n a d e q u a t e o r p o o r l y w r i t t e n e s t i m a t e s b y
i n s u r a n c e c o m p a n y r e p r e s e n t a t i v e s d e l a y t h e
r e p a i r p r o c e s s a n d c o s t t h e i r s h o p s t i m e a n d
m o n e y w h i l e t h e y r e c t i f y m i s t a k e s .
O n e o f t h e m o r e p o s i t i v e i n c r e a s e s w a s
i n t h e o v e r 3 2 p e r c e n t o f p a r t i c i p a n t s w h o
r e p o r t e d b e i n g a b l e t o p r o v i d e a c r o s s - t h e -
b o a r d i n c r e a s e s i n p a y a n d b e n e f i t s f o r
e m p l o y e e s i n t h e p a s t y e a r T h a t n u m b e r
w a s a t j u s t 1 7 p e r c e n t l a s t y e a r.
W i t h e a c h p a s s i n g y e a r, t h e L a b o r R a t e
S u r v e y i s a b l e t o c r e a t e a p i c t u r e o f w h a t t h e
c o l l i s i o n r e p a i r i n d u s t r y l o o k s l i k e i n t h e
Alexandria Volkswagen
107 West Glebe Rd. Alexandria, VA 22305
703-684-7007
Fax: 703-684-4138
e-mail: parts@alexandriavw.com
Karen Radley Volkswagen 14700 Jefferson Davis Hwy. Woodbridge, VA 22191
703-550-0205
Fax: 703-643-0081
Ourisman Volkswagen of Bethesda 5415 Butler Road
Bethesda,MD 20816
301-652-2452
Fax: 301-652-2589
e-mail: vwwholesale@ourisman.co
Checkered Flag Volkswagen
3025 Virginia Beach Blvd
Virginia Beach, VA 23452
Parts Direct: 757-687-3465
757-490-1111
Fax: 757-687-3514 www.checkeredflag.com
Ourisman Volkswagen of Rockville 801 Rockville Pike
Rockville, MD 20852
Parts Direct: 301-340-7668
Toll Free: 855-417-4511
Fax: 240-499-2488
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
King Volkswagen 979 North Frederick Ave. Gaithersburg, MD 20879
Parts Direct: 240-403-2300
Fax:240-403-2398
e-mail: parts@vwking.com www.vwking.com
Fitzgerald Volkswagen of Annapolis 34 Hudson Street
Annapolis, MD 21401
Phone: 410-224-4636
Fax: 410-224-4264 www.fitzmall.com
Ourisman Volkswagen of Laurel 3371 Ft. Meade Rd. Laurel, MD 20724
Phone: 301-498-6050
Fax: 301-498-0157
www.laurelvolkswagen.com
