Hammer & Dolly August 2019

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September Membership Meeting

An Open Letter to Elon Musk

Remembering Joshua Denny

August 2019 Volume 13, No. 8 $5.95

www.grecopublishing.com

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CONTENTS August 2019

28 COVER STORY SAFETY AND LIABILITY MATTER:

The association makes its position clear.

WHY WMABA STANDS IN SUPPORT OF OEM PROCEDURES

BY JOEL GAUSTEN

DEPARTMENTS 6

LOCAL NEWS 12 SEPTEMBER MEMBERSHIP

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MEETING ANNOUNCEMENT A critical discussion not to be missed.

16 AN OPEN LETTER TO ELON MUSK

BY JORDAN HENDLER

Strong words for a collision repair critic.

18 REMEMBERING JOSHUA DENNY A tribute to a past Board member gone too soon.

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NATIONAL NEWS 22 SEMA 2019 EDUCATION SERIES TO STRIVE FOR INNOVATION BY ALANA BONILLO More insight into this year’s massive event.

24 CIECA’S IANTORNO RESIGNS The association makes its position clear.

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Editor’s Message JOEL GAUSTEN

Executive Director’s Message JORDAN HENDLER What’s WMABA Up To? WMABA Sponsorship Page

Calendar of Events

WMABA Membership Application

Industry Advice: Ask Mike Advertisers’ Index

Stock Images © www.istockphoto.com

August 2019

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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 Annapolis 25 Old Mill Bottom Road Annapolis, MD 21409 410-349-2565 Fax:410-349-2586 mybmwofannapolis.com

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

BMW of Alexandria 499 South Pickett Street Alexandria,VA 22304 Direct: 703-684-5255 Fax: 703-647-1853 bmwofalexandria.com

Northwest BMW 9702 Reisterstown Rd Owings Mills, MD 21117 410-363-1461 Fax: 410-363-7749 northwestbmw.com

BMW of Silver Spring 3211 Automobile Blvd Silver Spring, MD 20904 866-737-8937 Direct: 301-890-3015 Fax: 301-890-3748 bmwofsilverspring.com

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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

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Your one-stop shop for all genuine Ford parts!

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August 2019

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Joel Gausten

EDITOR’S

(973) 600-9288 joel@grecopublishing.com

MESSAGE TAKING A STAND FOR OEM As a collision repair association, WMABA is committed to doing more than just informing its membership of the latest news and trends in the industry. Since the very beginning, the group has existed to help members remain successful and profitable in a very difficult marketplace. In recent years, another equally important goal has come under the WMABA umbrella: Helping members avoid costly and unnecessary liability.

In this month’s issue, we examine WMABA’s devotion to promoting the use of OEM-recommended/required procedures as the standard of repair. This includes the association’s decision to align itself with the Society of Collision Repair Specialists (SCRS) and other national industry organizations in supporting this position. We also hear from industry consultant Mike Anderson (Collision Advice), who offers some thoughts on shops’ readiness to embrace OEM procedures across the country. As vehicles continue to become more technologically advanced, repairing them to OEM specifications is no longer up for debate. As the John Eagle case taught us, shops can be held liable if an improper repair puts people in danger down the road. A repair job doesn’t stop being your responsibility when that vehicle leaves your facility; you own the quality and safety of that work for the life of that automobile.

Like a growing number of industry representatives, WMABA believes that following OEM procedures is the best way to ensure

WMABA OFFICERS PRESIDENT

VICE PRESIDENT

TREASURER SECRETARY

IMMEDIATE PAST PRESIDENT

Torchy Chandler torchy.chandler@gmail.com 410-309-2242 Bill Hawkins hawkinswilliamjr@gmail.com 510-915-2283 Barbara Chase barbara@siskautobody.com 301-855-5525 Phil Rice phil@ricewoods.com 540-846-6617 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 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

ADMINISTRATION

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

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the safety of your customers and shield your business from a potentially devastating lawsuit. I urge you to read this month’s cover story and the related “Ask Mike” feature and make a commitment to utilizing OEM procedures on each and every repair moving forward.

On a somber note, I offer my deepest condolences to the family and friends of former Board member Josh Denny, who recently passed away at the age of 41. Josh was a fun-loving, enthusiastic member of the WMABA community, and I’m grateful to have spent some time with him at past WMABA events. More information on his life and career is featured in our tribute to him in this month’s issue. He will be deeply missed. H&D

STAFF

PUBLISHER SALES DIRECTOR EDITORIAL DIRECTOR CREATIVE DIRECTOR EDITORIAL/CREATIVE COORDINATOR

OFFICE MANAGER

DESIGN ASSISTANT

Thomas Greco thomas@grecopublishing.com

Alicia Figurelli alicia@grecopublishing.com

Joel Gausten joel@grecopublishing.com

Lea Velocci lea@grecopublishing.com

Alana Bonillo alana@grecopublishing.com

Donna Greco donna@grecopublishing.com

Christopher Rizzi chris@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 © 2019 Thomas Greco Publishing, Inc.

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August 2019

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EXECUTIVE DIRECTOR’S

MESSAGE GOVERNMENT FRUSTRATES US ALL

I have an appreciation for all those who trudge time and again up the proverbial Capitol steps to fight for their industry, their profession or their rights. Changing a politician’s mind is one of the most difficult undertakings in the world. I equate it to raising the Titanic.

When it comes to legislative efforts, this association became weary. We pushed and pushed on an OE parts bill in Maryland while still pushing regulatory bodies to do what is already under their control. It’s no picnic – let me tell ya.

I bet you understand that and feel growing frustration when the tax bill, healthcare changes, new regulations or whatever else comes to your front door.

As an example, we’ve been pushing for a response from the Department of Insurance in Virginia for the entire time I’ve been here.

Jordan Hendler

(804) 789-9649 jordanhendler@wmaba.com

That’s 12 years, for those who don’t know. They see no sense of urgency on any matter and further fail to see the problems that repairers face on behalf of the consumer when it comes to safe, proper vehicle repair with fair reimbursement rates.

We’re here to kick down bad bills that crop up in all of our regions, but putting forward a bill is a whole other process. Getting legislative sponsors to promulgate a bill is just the first mountain of many that have to be conquered to gain a victory. Then there’s the House, the Senate and the Governor. These two sentences have many actual in-betweens, but you get the gist.

We would like to hear from you about particularly frustrating areas we could look to assist with. What are your pains with government? As we plan for the future within WMABA, knowing your thoughts helps us to guide our member-“ship” in the right direction!

Call or email me your thoughts at (804) 789-9649 or jordanhendler@wmaba.com. H&D

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

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.

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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

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WMABA THANKS

YOU WMABA thanks their generous supporters of the

LEVEL 1

Corporate Sponsor Program for 2019!

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

www.wmaba.com

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FinishMaster • Single Source National Coatings and Supplies • WheelsOnsite

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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 dthompson@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 August 2019

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Exploring advanced techniques.

LOCAL

NEWS SEPTEMBER MEMBERSHIP MEETING

“Diagnosing Damage of Steering and Suspension,” a Technical Presentation

by John Shewbridge, Hunter Engineering Company

Come learn valuable technical information about vehicle alignment and safety systems as well as how to integrate them more smoothly into your repair facility processes. Understand better equipment utilization, what to look for in diagnosis and how to categorize the data for documentation purposes.

Handouts will be given to attendees present for the event.

Wednesday, September 18

Hunter Washington DC Regional Training Center 8955 Henkels Ln., Unit 506 Annapolis Junction, MD 20701

4:30pm: Reception and Open House 5:00pm: Meeting Start

Go to wmaba.com to register today!

or contact Executive Director Jordan Hendler at (804) 789-9649 or jordanhendler@wmaba.com

CALENDAR OF

FREE for Members $50 for Non-Members

co-Hosted by

Industry training opportunities and don't-miss events.

EVENTS CLASS LISTINGS August 5, 2019 COLOR THEORY, MIXING TONERS & TINTING Caliber Collision, Richmond, VA

August 6, 2019 UNDERSTANDING THE CYCLE TIME PROCESS Caliber Collision, Richmond, VA

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www.i-car.com or (800) 422-7872 for info August 7, 2019 UNDERSTANDING THE CYCLE TIME PROCESS James Rumsey Technical Institute, Martinsburg, WV

August 22, 2019 UNDERSTANDING THE CYCLE TIME PROCESS Alexandria Training Center, Alexandria, VA

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August 2019

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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: 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

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

August 2019

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 Toll Free: 800-345-4640 Direct: 301-424-5332 Fax: 301-294-6381 www.rockvillechevrolet.com

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

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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

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

MYMINIANNAPOLIS.COM

MINIOFALEXANDRIA.COM

CROWNMINI.COM

MINIOFMONTGOMERYCOUNTY.COM

© 2019 MINI USA, a division of BMW of North America, LLC. The MINI name, model names and logo are registered trademarks.

August 2019

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LOCAL

WMABA speaks out.

Photo credit Steve Jurvetson; Image source: flickr.com/photos/jurvetson/40705940233/

NEWS

An Open Letter to Elon Musk, Tesla JORDAN HENDLER, EXECUTIVE DIRECTOR Dear Mr. Musk:

It certainly cannot be easy to run an electric car company while putting rockets in space, but I’d wager it’s no harder than running a collision shop in today’s complex market. Every advancement in vehicle technology causes thousands of these small businesses to adapt or die. Then there’s dealing with the dictating insurance community to convince them that vehicles need to be fixed properly. There’s no circus performer who could ever top this crazy juggling act.

So, here you come along with this all-American, all-electric, self-

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driving vehicle (which we love!) and ask the collision industry to take the very intense training and welding courses to become certified to fix it. Many were very happy to do so, even with failures and repeat class attendance to get it right. They seemed to flourish in the culture, buy into the brand and tout the training as “one of the hardest and most thorough there is.” Those who did it clearly got a lot out of it.

Their business models pushed out of the box to accommodate the needs and desires of the Tesla consumer. They became more tech-savvy and environmentally friendly, too.

Then you changed.

You decided to lower the bar instead of holding onto your own supposed foundation to be above it.

Fail 1 - YOUR parts manufacturing department couldn’t keep up with the demand. So, rather than own the problem and spin it to sales are so amazing you couldn’t keep up, you blamed the shops for being too slow. No, sir, you were too slow.

Fail 2 - You needed more shops to fix your growing fleet and couldn’t get them certified, so you disbanded the elite training model. Wait, so how are they going to be verified of the necessary skillsets?

Fail 2 (Part B) - Worse yet, you added a nationwide multishop organization to try and fill the gap. That couldn’t possibly have been a successful roll-out with no tooling, equipment or training to fix your vehicles. They still don’t have these things today, and the problems they’re having are known. You pulled them out of their element completely.

Fail 3 – This may be the worst one yet. You’ve gone all the way from supporting professional collision repairers in their endeavor to take your streamlined rolling artwork back to your specifications to saying you can “do it in an hour.” Really? What did you do in an hour to replace a bumper that other shops can’t pull off following your specifications? Did you do all the diagnostics?

Did you have to paint the bumper? Did you do this in one of your certified facilities? You couldn’t possibly have a company tech who can “eyeball” whether or not the inertia of the accident affected any other part of the vehicle. You couldn’t possibly have one who’d know whether or not a node has a miniscule hairline fracture or was sure that intrusion didn’t take place (which could cause secondary accident problems with overall impact resistance).

Fail 4 – You have the audacity to say the shop is overpriced.

Unless you plan on giving away the Model S at the Model 3 price, you can see there is a difference people pay for. How could you possibly imagine we’d fix Hyundai for the same price as Tesla – especially your S or X models? The Model 3 comes with the same specs, too.

If you wanted McDonald’s pricing, then you shouldn’t have gone to the steak joint. Those fixing your car fix all the other high-

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Making and servicing the best of the best is a long game. It takes the dedication to train and the ability to support the supply chain, which give the experience of the customer the highest of importance. end cars, too. They train continuously, they retool as the technology dictates and they pay attention to the health of their industry. These are the people who care; they aren’t just here as a factory outlet of mindless drones for you to degrade.

They are the best of our best. For you to put them down as overcharging when what you’ve put in front of them is a complex mess shows you clearly have zero respect for our field of expertise. Maybe you should try fixing your own car with your own requirements sometime.

Your shortcomings are not ours.

All of your media coverage - when it comes to the collision service of your vehicle - has generally blamed the shops for your shortcomings. Traditional highend car manufacturers – like Mercedes, Porsche or Land Rover – aren’t under a media microscope, but maybe they have done it for so long that they have figured it out.

Making and servicing the best of the best is a long game. It takes the dedication to train and the ability to support the supply chain, which give the experience of the customer the highest of importance.

Please stop wagging your finger at an industry that would rather continue to be your beloved partner. H&D

JOIN !

TODAY August 2019

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LOCAL

NEWS REMEMBERING JOSHUA DENNY

WMABA is mourning the loss of past Board member and Maryland industry veteran Joshua Denny, who passed away in June after a long illness. He was 41 and preceded in death by his wife, Erica Hinson Denny.

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An active collision repair professional since his teens, Denny began working full time at his father’s shop, Bill Denny’s Automotive in Havre de Grace, in the mid ’90s. Initially working in detailing, he soon rose through the ranks and eventually became the facility’s general manager.

“He excelled in every department he was in,” remembers his father, Bill. “He was one of those people you couldn’t not like. He had a very nice disposition and personality, and he was very easy to talk to.”

Denny’s friendly attitude and fun-loving sense of humor made an impact on those around him.

“Josh’s tenacity and joyfulness will certainly be missed,” comments WMABA Executive Director Jordan Hendler. “Back when Josh served on the WMABA Board of Directors in 2012, we held a membership meeting at Dave and Buster’s. When it came time to take the group photo of the Board, Josh was nowhere to be found. A few minutes later, he walked in wearing dozens of Dave and Buster’s prize tickets around his neck like a lei and grinning ear to ear. It was impossible not to laugh. He was an amazing person to be around, and we will never forget his commitment to WMABA and his desire to serve the industry. Our hearts and prayers are with the entire family.”

Away from the industry, Denny enjoyed music, bodybuilding and martial arts, earning a Black Belt in Kung Fu. He had studied to become a physical therapist prior to joining the family business.

Society of Collision Repair Specialists (SCRS) Executive Director Aaron Schulenburg, who worked alongside Denny and his family at Bill Denny’s Automotive from 2005 to 2007, has fond memories of his dear friend.

“Josh and I had a lot in common. We were both around the same age, had young families

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Saying goodbye to a friend.

“He loved life, he loved his wife and he was an amazing dad. He was so supportive of those of us working with the family in trying to help their consumers, and he really followed in his dad’s footsteps in being committed to doing the right thing - both in and out of work.”

- Aaron Schulenburg, SCRS

coming up at the same time and shared a lot of similar interests. He had such a good outlook; he could find the humor in everything regardless of the situation. He loved life, he loved his wife and he was an amazing dad. He was so supportive of those of us working with the family in trying to help their consumers, and he really followed in his dad’s footsteps in being committed to doing the right thing - both in and out of work. He really cared for his family, and - like with many family businesses - his kids were often there and always a motivating factor in why he did what he did. He wanted to see the right things happen. He lost his wife far too early, but no matter how many tragedies he and his family faced, he always kept a positive outlook and never gave up fighting. To be honest, there is nothing about it that is right. Nothing is fair about losing people like Josh and Erica at such young ages, but it’s a reminder that tomorrow is never guaranteed and you should never miss the opportunity to catch up, say thank you and live life to its fullest.”

Denny is survived by his parents, Bill and Edith; children Rowan and Hattie Denny; stepchildren Japeth, Louisa and Yael Musser;

brothers William and Richard Denny; step-grandchildren Sebastian and Grayson Musser; mother-in-law, Susan Wolfe; sister-in-law, Marica Rutledge; and brother-in-law, Colin Hinson. WMABA and Hammer & Dolly offer his family, friends and industry colleagues our deepest condolences. H&D

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

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Unsurpassed Quality. Genuine Hyundai Parts.

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

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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

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RAE is North America’s premier supplier of OE certified repair equipment.

Our OE approved systems and products are the “preferred choice” for use in collision repair because the system or products have already been prescreened by the car manufacturer.

PHONE: 732-495-7900 FAX: 732-495-7904 E-MAIL: bill@rae1.com www.raeservice.com VISIT US ON FACEBOOK www.facebook.com/ReliableAutomotiveEquipment

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NATIONAL

NEWS

Perspectives on professionalism.

BY ALANA BONILLO

SEMA 2019 Education Series to Strive for Innovation If you haven’t already started making plans to attend this year’s SEMA Show and take advantage of the supreme educational offerings of the Society of Collision Repair Specialists’ (SCRS) Repairer Driven Education (RDE) series, now is definitely the time.

This year’s Show is once again expected to attract more than 100,000 collision professionals to the Las Vegas Convention Center floor; the RDE series runs from November 4 to November 8. This year’s slate promises to deliver fresh ideas and perspectives from well-known industry leaders and new faces to the world of collision repair.

One of the biggest things changing in the current repair field is the way people communicate through smartphones, apps and social media. New RDE presenter Tyler Brunatti of Podium will educate collision repair professionals on “Why Your Collision Center Should Be Texting” on November 5.

“It’s important for business owners to understand how consumers want to communicate. Things are always changing, and you have to keep up with consumer demand. Otherwise, they will pick another business that has those tools in place that allow them to do so. It’s all about convenience,” explains Brunatti.

Focused on things to come, professionals from PPG will return to address the need for specialized coatings and considerations for the variety of sensors that are now major features on vehicles.

“We will be talking about what the future is like for these type of mobility vehicles, all the specialty coatings that may be needed along with the sensors and how shops need to look at these vehicles,” suggests Jennifer Boros, who will lead “Mobility: The Future of Automotive Protection and Beautification” on November 5.

According to Boros, PPG is trying to be proactive by developing a whole mobility division devoted just to these types of coatings.

“I think it’s very forward-thinking; I think this is becoming more mainstream on vehicles. It’s great for safety reasons, but it’s adding

“It’s important for business owners to understand how consumers want to communicate. Things are always changing, and you have to keep up with consumer demand. Otherwise, they will pick another business that has those tools in place that allow them to do so. It’s all about convenience.” - Tyler Brunatti of Podium 22

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more complexity to repairing the hard parts of the car as well as the coating and the finish.”

On November 6, Chris White of KECO will speak about Glue Pull Repair, a new and better way to remove body panel dents.

“It’s less invasive and – when you think about it – it’s intuitive, as dents don’t go into vehicles with pinpoints. A big surface area is what created the dents; with our system, we are pulling with a similar surface area the dent was created with. You have so much more control over the metal this way; when pulling with pinpoints, you can distort the metal,” he says.

Attendees won’t want to miss the return of the OEM Collision Repair Technology Summit, which is set for November 7 with sessions beginning at 9am and concluding at 5pm.

Only in its second year but already considered a staple, the IDEAS Collide Showcase will conclude the week-long RDE series on November 8 with a two-hour presentation of 10-minute talks from various industry speakers.

It’s never too early to sign up and get your full access pass.

Registration and more information can be found by visiting semashow.com/scrs. H&D

Executive Director’s Thoughts

I will say it time and time again: The SCRS education at SEMA is an amazing and valuable experience. The ability to get a great education and vendor experience in one place is always a winwin for every position in the collision repair field. You owe it to yourself – and your future – to be there! - Jordan Hendler

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Diagnostically speaking, there is no substitute.

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Porsche of Arlington 3154 Jefferson Davis Highway Arlington, VA 703-684-8835 Fax 703-518-0467 arlington.porschedealer.com

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

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August 2019

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Commemorating a notable figure.

NATIONAL

NEWS CIECA’s Iantorno Resigns “We are incredibly appreciative of the contributions that Fred has made to CIECA over the years, and he will be truly missed.

He has made a tremendous impact on CIECA and the industry, and we wish him all the best in his future endeavors.”

- Steve Betley, CIECA Chairman of the Board

Fred Iantorno, longtime executive director of the Collision Industry Electronic Commerce Association (CIECA), officially resigned from the position on July 31.

“We are incredibly appreciative of the contributions that Fred has made to CIECA over the years, and he will be truly missed,” said Steve Betley, CIECA’s chairman of the board. “He has made a tremendous impact on CIECA and the industry, and we wish him all the best in his future endeavors.”

Iantorno became executive director of CIECA in July 2002.

During his leadership, he helped build over 200 messages and all of the codes needed to provide meaning to those messages. In addition, he was instrumental in the implementation of the messages to improve the operation and bottom line of CIECA’s member organizations.

“Where I have taken CIECA has been an accomplishment of which I am most proud,” he commented. “It has been in a direction that I felt benefited the entire industry. We are now a financially viable organization playing key roles in impacting the industry. I want to thank all those who have helped me build CIECA into a successful organization – one that continues to have a great impact on the industry as a whole [and] with a benefit to all.”

“Having been involved in the original process of bringing Fred to the organization some 17-plus years ago, I would personally like to thank [him] on behalf of our industry for so many great years of

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August 2019

leadership,” added CIECA Founder Erick Bickett. “He has done a fantastic job leading the CIECA team, which includes the staff and all of the industry volunteers.”

Iantorno’s successor was not named at press time.

CIECA develops electronic standards, codes and standard messages and provides implementation guides to make the industry more efficient. All standards are developed by members. CIECA membership is open to the collision repair and property restoration industries and their related segments: Repairers, insurers, OEMs, parts/material suppliers, information/software providers, car rental companies, towing companies, salvage/recycled parts providers, auto glass replacement facilities, subrogation providers, general service providers and property restoration providers. CIECA’s goal is to deliver benefits to all participants through reduced development and support costs, lower cost of implementation, reduced barriers to entry and faster development times. More information is available at cieca.com. H&D

Executive Director’s Thoughts

Having been to CIC meetings over the past 20 years, I know firsthand the value that Fred has added to the repair

community. Without his stead, there’s no way CIECA could have accomplished the data-sharing benefits this industry enjoys. I

have no doubt Fred will continue to bring positive change to the

entire industry, no matter where he is employed! - Jordan Hendler

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

Fitzgerald Volkswagen 114 Baughmans Lane Frederick, MD 21702 Toll Free: 800-545-4745 Fax: 877-696-1841

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e-mail: parts@fitzmall.com www.fitzparts.com

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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

Ourisman Volkswagen of Bethesda 5415 Butler Road Bethesda,MD 20816 301-652-2452 Fax: 301-652-2589 e-mail: vwwholesale@ourisman.co

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August 2019

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

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

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

HD0819.qxp_Layout 1 7/9/19 3:14 PM Page 27

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COVER

STORY SAFETY AND

LIABILITY MATTER: Why WMABA Stands in Support of OEM Procedures

There is no ambiguity:

WMABA endorses OEM-recommended/ required repair procedures.

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August 2019

At a time when repair facilities work to keep up with new vehicle technologies and consumer safety demands, the association is dedicated to ensuring that each vehicle that leaves its member facilities has been fixed to the highest possible standard.

“Following the OEMs’ methodologies, recommendations or requirements is something that can be backed up by an OEM in a court of law,” states WMABA Executive Director Jordan Hendler. “Their position is easily defensible and provable by their engineering and data.”

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Ensuring the best repairs.

BY JOEL GAUSTEN

In 2011, representatives from the Society of Collision Repair Specialists (SCRS), the Alliance of Automotive Service Providers (AASP), the Automotive Service Association (ASA) and Assured Performance stood on the floor at the Collision Industry Conference (CIC) and stated that their respective groups recognized the published procedures as provided by the OEMs as the official industry-recognized standard of repair. Now, eight years following that initial presentation, SCRS, ASA and AASP have drafted an updated letter that reiterates this earlier position and expands on the need for greater consumer protection throughout the industry: [If] a vehicle manufacturer documents a repair procedure as required, recommended or otherwise necessary as a result of damage or repair, […] those published procedures would be the standard of repair […] As such, we support efforts that aim to ensure consumers are properly indemnified for repair operations and procedures in accordance with documented technical procedures to repair the vehicle as issued by the original vehicle manufacturer.

WMABA is one of several SCRS state affiliates to immediately sign on in support of the document.

“Adding WMABA to SCRS’ statement to support OEM procedures is a further solidification of repairer perspectives both nationally and locally,” Hendler explains. “These perspectives are dually represented by our organizations; the more associations that offer their support of a position, the more validity it has. If our members did not agree, we wouldn’t support it, but what is best for SCRS members is nearly always the same as what is best for WMABA’s members.”

The 2019 letter was developed in response to a number of proposed bills introduced across the country in recent years that aimed to address growing pushback to the acceptance of OEM procedures.

Not surprisingly, representatives from the insurance industry argued in many cases that there is an alternative to manufacturers’ published procedures. SCRS Executive Director Aaron Schulenburg believes that the current letter expands on the points made in the 2011 version and further defines why the OEMs should have the ultimate say in how their vehicles are repaired.

“We recognize that if a manufacturer documents a repair procedure – whether it’s required, recommended or otherwise necessary – those published procedures are the standard of repair. Disregarding those documents that are made available to our industry creates undue and avoidable exposure to liability and consumer safety issues for the facility performing the repair. The new and expanded 2019 letter extends support to ensure that consumers are properly indemnified for the repair procedures and technical necessities that need to occur to restore functionality in their vehicles.”

Schulenburg is pleased – but not shocked – that WMABA was one of the first industry groups to sign on in support of the 2019 letter.

“WMABA has always been at the forefront of leading the charge for

protecting consumers and standing up for what’s right. It’s part of the history and heritage of that organization, so it’s no surprise that they were one of the first to step up and stand behind this.”

With the formal announcement and distribution of the letter pending at press time, SCRS was confident that its affiliates would add their voices to the cause.

“We certainly had the vast majority of our affiliates rally behind the initiative in 2011,” Schulenburg told Hammer & Dolly in late June. “I expect the same to be true in 2019.”

Unfortunately, the need for SCRS and others to repeat their support of OEM-recommended/required procedures remains nearly a decade after the initial CIC presentation. In Hendler’s mind, there are still a disheartening number of “catch 22s” facing shops when deciding on which repair methods to follow.

“Repairers are slow to adopt an OEM procedures policy in light of questions they get from carrier representatives. Understanding how to properly document repair procedures and not just position statements goes a long way in this arena. Insurers want documentation to justify decisions. Position statements are backed up by the repair procedures, but some repairers don’t take the time to access them. The flipside to this is that they also aren’t paid for researching all the documentation, and that’s often a point of contention. Either way, the repairer needs to take responsibility for liability by properly documenting everything they do to a car – regardless of payment.”

The stances taken by WMABA and SCRS demonstrate that consumers deserve support from the collision repair industry and their elected officials to ensure they always receive a complete and safe repair. Anything that represents an “alternative” to this commitment is unacceptable.

“The collision repair facility accepts the liability for the work it does,” Schulenburg says. “Do it right or do it wrong, they’re responsible for it.

Insurance carriers often try to dissuade shops that are trying to follow the right procedures from doing so by creating obstacles where they don’t indemnify. The carrier doesn’t own that repair, because they are not the repair professional. While their objective may not be to have improper repairs performed, prioritizing the mitigation of claims costs above validating necessary procedures and indemnifying for them is a large contributor to that outcome. I think that’s the issue, because that shop still ultimately holds that liability. What’s an appropriate alternative to OEM procedures? I don’t know…What’s an appropriate level of liability you’re willing to accept?”

“The experience of our Board members, and that of SCRS, shows that only in the absence of an OEM repair procedure would an alternative option be even applicable,” adds Hendler. “There seems to be some confusion as to which one is suitable, and our position makes it very clear and easy as to what to do in any situation. There is no option that would trump the OEM’s procedure. Period.” H&D

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August 2019

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August 2019

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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 ARE SHOPS TRULY USING OEM PROCEDURES?

This month, we “ASK MIKE” to share some of his thoughts on whether shops are correctly and consistently researching and using OEM repair procedures. 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: Based on your experiences working with shops all over the country, how would you gauge shops’ knowledge of and ability to seek out OEM repair procedures?

Mike Anderson: Obviously, we survey that in our ‘Who Pays for What?’ surveys through Collision Advice. We ask people, ‘How do you research OEM procedures, and what percentage of the time do you do it?’

Currently, less than 40 percent of shops say they research OEM repair procedures every time. That’s very concerning to me, because it needs to be every time. Things change; I know one vehicle manufacturer that changed something as recently as two weeks ago. Just because you fixed a car a month ago doesn’t mean things haven’t changed. As an industry professional, I’m very concerned that people are not researching it every single time.

The second thing we’re seeing is an increase in shops going directly to the OEM websites versus using third-party software. I think some third-party solutions are better

32

August 2019

than others. I think shops still need to be cautious to make sure that these third-party providers are updating their information whenever the OEMs make a change. I know of one specific example where the shop researched something on a vehicle through one of the third-party solutions, and it showed a procedure from 2016. But when you went to the OEM website, they updated that information in November 2018. That thirdparty supplier of OEM repair information did not have the most recent information. I’m not saying that third-party solutions are bad; I’m just saying make sure that they’re credible.

These things are important, but what’s even more important to me is that there’s a difference between researching an OEM repair procedure and actually doing that procedure. One of the challenges for shops is the time it takes to do this. I consider myself to be an above-average user of OEM repair information, and I can tell you that I recently spent three hours researching how to replace a quarter panel. It can be very timeconsuming, and some shops put pressure on their employees to write a certain amount of volume in sales. Estimators are trying to keep their bosses happy, so they sometimes end up sacrificing looking up the OEM repair procedures to comply with their boss’ requirements. I think that’s a mistake. Shop owners and managers need to realize that their estimators can’t handle the sales volume they used to many years ago because of the

time it takes to research these procedures.

The vehicles we’re working on today are so complex that it’s absolutely important to research the OEM repair procedures every single time.

I realize that the OEMs often have things in their procedures that we in the industry might think are extreme or unnecessary, but I think it’s wrong when we start secondguessing the engineers who designed the vehicles and know what has to be done. We can’t limit ourselves to thinking that we’re smarter than an engineer, and we need to repair vehicles to the OEM recommendations and requirements until those OEMs tell us otherwise. This doesn’t just affect estimators; technicians also need access to OEM repair information, and they need to be trained on it.

I see a lot of social media groups where people exchange ideas. I think that’s great, but just because somebody puts something on Facebook or YouTube doesn’t make it accurate and true. You still have to do your own homework and research what they say on those online platforms.

H&D: Those are all great points. It’s obvious that OEM repair information should be looked up every time a vehicle shows up at a shop.

But in terms of procedures, what are some examples of things that technicians and estimators are missing the boat on because they’re not regularly looking up the OEM procedures on these items?

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A shaky national scene.

TOYOTA GENUINE PARTS It’s the Right Thing to Do

MA: Torque specifications is one thing that comes to mind. There are very specific torque specifications for suspension components, seatbelt hardware and other things. There is certain hardware that needs to be torqued to certain specifications when you install it. Some vehicle manufacturers use what are called ‘torque-to-yield fasteners;’ you torque the bolt to a specific specification, then you go to a specified degree provided by the OEM past that and it stretches the thread. I know of several vehicle manufacturers that require you to remove the steering column and measure it after the vehicle’s been in a collision to ensure that the steering column did not collapse.

As an estimator, what I encourage people to do is research the torque specifications and put it on the estimate as a line item. When the technician gets the estimate, they know what the torque specifications are for each bolt or component. I learned this from Alex Kuang, owner of Redwood Auto Body in California.

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).

12420 Auto Drive, Clarksville, MD 21029 Phone: 410-988-9272 Fax: 443-539-4022 darnold@antwerpenauto.com

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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 of Annapolis 1930 West Street Annapolis, MD 21401 Toll Free: 866-280-8022 Phone: 410-224-4636 Fax: 410-224-4264

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www.fitzmall.com

August 2019

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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.

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An association fostering the exchange of ideas and providing a voice and support for the collision repair professional.

Position Your Business as a Leader!

OFFICERS

PRESIDENT: Torchy Chandler torchy.chandler@gmail.com 410-309-2242

VICE PRESIDENT: Bill Hawkins hawkinswilliamjr@gmail.com 510-915-2283

SECRETARY: Phil Rice

TREASURER: Barbara Chase barbara@siskautobody.com 301-855-5525

phil@ricewoods.com 540-846-6617

BOARD OF DIRECTORS

PAST PRESIDENT: Mark Schaech Jr. markschaech@gmail.com 410-358-5155

Barry Dorn bdorn@dornsbodyandpaint.com 804-746-3928

Rodney Bolton rbolton@aacps.org 443-386-0066

Just like equipment and training, WMABA membership is not only a commitment to excellence, but also a valuable investment.

WMABA is recognized both regionally and nationally as the key forum for the exchange of ideas concerning the D.C., MD, VA and WV collision repair industry. It is the venue to discuss, learn about and impact evolving standards and policies in the technical, administrative and legislative fronts of our industry.

Shops and industry supporters can best develop themselves and their employees by actively engaging in the association and its activities.

Automotive collision repair facilities in Maryland, Virginia, West Virginia and Washington, D.C. who are willing to adopt WMABA’s Standards of Membership and offer a guarantee to their consumers are encouraged to engage their business as an active member of the association. For over 40 years, the WMABA membership of professional collision repair businesses and affiliates have committed to operating at a higher standard on behalf of their industry and their consumers. Over the years, WMABA has proudly represented the collision repair industry at hearings on Capitol Hill, in Annapolis, MD, and Richmond, VA as well as almost every national collision repair event. While WMABA has a rich history of dedicated men and women serving the local collision repair community, WMABA also boasts numerous past and current accomplished Board members who represent our membership at the national level.

WMABA offers current and dynamic discussion forums on topics facing collision repairers, technical information and educational seminars, opportunities to network and discuss pressing topics with leaders of the collision repair industry, an arbitration program that works with consumers to help resolve issues they might have, apprenticeship programs, legislative representation and the ability to receive and contribute to one of the nation’s leading collision repair magazines, Hammer & Dolly.

EXECUTIVE DIRECTOR: Jordan Hendler jordanhendler@wmaba.com 804-789-9649 Kevin Burt kevinburt@walkermillcollision.com 301-336-1140

Ben Gibson bgibson@richmondmarinecenter.com 804-355-8151

Don Beaver don.beaver3551@gmail.com 443-235-6668

Contact Executive Director Jordan Hendler to find out how WMABA can amplify YOUR voice in the collision repair industry.

Danny Szarka danny@dynamiccollisionservices.com 410-500-9200

Steven Krieps srkrieps@live.com 304-755-1146

HD0819.qxp_Layout 1 7/9/19 3:14 PM Page 37

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.

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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

August 2019

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ADVERTISERS’ INDEX American Honda Motor Co. . . . .IFC Antwerpen Toyota . . . . . . . . . . .33 ATI . . . . . . . . . . . . . . . . . . . . . . .35 Audi Group . . . . . . . . . . . . . . . . .25 BMW Group . . . . . . . . . . . . . . . .4 Chesapeake Automotive Equipment . . . . . . . . . . . . . . . . .38 Cowles Nissan . . . . . . . . . . . . . .19 Crashmax Equipment . . . . . . . .27 Empire Auto Parts . . . . . . . . . . .38 Fairfax Hyundai . . . . . . . . . . . . .35 Ford Group . . . . . . . . . . . . . . . . .35 Fred Beans Parts . . . . . . . . . . . .35 GM Parts Group . . . . . . . . . . . . .14 info@chesautoequip.com www.chesautoequip.com

(800) 604-9653

Sales, Service & Parts

Honda Group . . . . . . . . . . . . . . .37 Hyundai Group . . . . . . . . . . . . . .20 Jerry’s Ford . . . . . . . . . . . . . . . . .5 Koons Ford . . . . . . . . . . . . . . . . .30 Malloy Hyundai . . . . . . . . . . . . . .IFC Mazda Group . . . . . . . . . . . . . . .34 MINI Group . . . . . . . . . . . . . . . . .15 Mitsubishi Group . . . . . . . . . . . .31 Mopar Group . . . . . . . . . . . . . . .30 Nissan Group . . . . . . . . . . . . . . .27 Nucar . . . . . . . . . . . . . . . . . . . . .7 Packer Norris Parts . . . . . . . . . .IBC Porsche Group . . . . . . . . . . . . . .38 PPG . . . . . . . . . . . . . . . . . . . . . .OBC Reliable Automotive Equipment . . . . . . . . . . . . . . . . .21 Subaru Group . . . . . . . . . . . . . . .31 Toyota Group . . . . . . . . . . . . . . .11 USI of North America . . . . . . . . .9 VW Group . . . . . . . . . . . . . . . . . .26 Wheel Collision Center . . . . . . .33

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