New England Automotive Report February 2019

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New England Automotive Report

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February 2019 • Volume 17, No. 2

CONTENTS

DEPARTMENTS

COVER STORY

PRESIDENT’S MESSAGE By Molly Brodeur

28 | A Call to Action: AASP/MA Respond to Regulatory Concerns

8 | It Takes a Village

By Joel Gausten

EXECUTIVE DIRECTOR’S MESSAGE

By Evangelos “Lucky” Papageorg

10 | A Time to Rally

COLLISION DIRECTOR’S MESSAGE

By Rob DelGallo

16 | New Year, Same Fight

NATIONAL NEWS By Alana Bonillo 22 | Vendors & AASP/MA Members Gear Up for NORTHEAST® 2019

INDUSTRY ADVICE: ASK MIKE 26 | Why Are OEM-Approved Scan Tools the Best Option?

LEGAL PERSPECTIVE By James Castleman, Esq. 34 | Even Their Lawyers Don’t Get It

ALSO THIS ISSUE

OEM CERTIFICATION PROFILE

11 | WHERE’S LUCKY?

38 | Ford Motor Co.

18 | AASP/MA SPONSORS

VENDOR SPOTLIGHT By Alana Bonillo 42 | Collision Center Design

ADVERTISERS’ INDEX Accudraft Paint Booths ................................OBC Akzo Nobel......................................................7 Audi Group ..................................................45 Axalta Coating Systems ....................................4 BASF ............................................................20 Best Chevrolet/Best CDJR ..............................IFC BMW Group ..........................................................14 BMW/Mini of Warwick ..................................27 Colonial Auto Group ........................................6 Empire Auto Parts ..........................................35 Enterprise ....................................................25 First Chrysler-Dodge-Jeep-Ram......................25 First Ford ......................................................25

44 | AASP/MA MEMBERSHIP APPLICATION First Hyundai ................................................25 Ford Group....................................................37 Honda Group ................................................17 Hyundai Group..............................................40 Imperial Ford ................................................37 Ira Subaru......................................................13 Ira Toyota of Danvers ......................................12 Kelly Automotive Group ................................IBC Kia Group ....................................................40 Linder’s, Inc. ................................................46 Long Automotive Group ..................................9 Mazda Group ................................................19 McGovern Chrysler Jeep Dodge Ram ................11 Mopar Group ................................................23 Nissan Group ................................................15

Polyvance......................................................32 PPG................................................................3 Reliable Automotive Equipment ......................33 Sarat Ford Lincoln..........................................30 Sentry Group ................................................39 Spanesi..........................................................16 Subaru Group ................................................41 Tasca Group ..................................................29 Toyota Group ................................................31 Volvo Group ..................................................21 VW Group ....................................................43 Wellesley Toyota/Scion ..................................24 Wheel Collision Center ..................................35 ZB Negotations ..............................................32

New England Automotive Report February 2019 5

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COLONIAL FORD 147 Samoset Street Plymouth, MA. 02360 Phone Number: 800-233-8109 FAX Number: 508-830-1658

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COLONIAL CHRYSLER JEEP DODGE-RAM 24 Coolidge Street (Rte. 62) Hudson, MA. 01749 Phone Number: 978-568-8000 FAX Number: 978-562-1213

COLONIAL FORD OF MARLBOROUGH 428 Maple Street Marlborough, MA. 01752 Phone Number: 888-460-1125 FAX Number: 508-460-3464

COLONIAL SOUTH CHRYSLER JEEP DODGE-RAM 42 State Road (Rte. 6) Dartmouth, MA. 02747 Phone Number: 508-984-1900 FAX Number: 508-996-5801

COLONIAL CADILLAC 201 Cambridge Road Woburn, MA. 01801 Phone Number: 781-935-7009 FAX Number: 781-933-7728

NORTH END MAZDA 757 Chase Road Lunenburg, MA. 01462 Phone Number: 800-322-1241 FAX Number: 978-582-9841

COLONIAL VOLKSWAGEN COLONIAL SOUTH CHEVROLET 89 Turnpike Road (Rte. 9) 361 State Road (Rte. 6) Westborough, MA. 01581 Dartmouth, MA. 02747 Phone Number: 888-322-6570 Phone Number: 508-996-6266 FAX Number: 508-616-0445 FAX Number: 508-979-1219 COLONIAL VOLKSWAGEN OF MEDFORD 162 Mystic Avenue Medford, MA. 02155 Phone Number: 781-475-5200 FAX Number: 781-391-3506

WELLESLEY VOLKSWAGEN 231 Linden Street Wellesley, MA. 02482 Phone Number: 800-228-8344 FAX Number: 781-237-6024 Contact: Dan Bettencourt / Wholesale Parts Manager

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PRESIDENT’S MESSAGE

It Takes a Village

MOLLY BRODEUR

I’m sure you’ve read and heard the above words before.

Well, that adage certainly rings true for AASP/MA. Our village consists of many supporters who have stepped up to aid us in a variety of ways. Several companies have strategically aligned themselves with our Vendor Affinity Program (VAP) and/or continue to assist us through sponsorship of chapter meetings and other events. Our membership continues to grow, and we’re happy to see the crowds expand at each chapter meeting we host throughout the state. If you haven’t been to an association gathering in a while, now is the perfect time to become involved again. I haven’t seen this level of activity and industry advocacy in years, and I’m truly excited to see where AASP/MA and our industry will go in 2019.

As you’ll read in this month’s issue, AASP/MA has hit the ground running this year with an increased focus on regulatory matters. Our recent Call to Action in regard to recent discussions at the Auto Damage Appraiser Licensing Board (ADALB) has led to a slew of shops reaching out to us with critical information. Executive Director Lucky Papageorg has been working with respondents in turning this feedback into valuable ammunition we can use to effect genuine change. Please read this month’s cover story and Lucky’s Executive Director’s Message to learn more.

Our village is the most cohesive and collaborative it’s been in years, but we obviously have a long road ahead of us.

I’m asking every industry member reading this to please step

N

E

W

E

N

up and help us achieve a greater level of success moving forward. Although this isn’t the easiest profession in the world, we have consistently shown regulators and insurers that we are resilient and committed to protecting our customers. We’ve never been quitters, and our potential for greatness has never been stronger. AASP/MA looks forward to working with our membership in creating the industry we want and need. Anything is possible as long as we continue this journey together.

PROTECTING CONSUMERS AND THE COLLISION INDUSTRY

MASSACHUSETTS

AASP/MA PRESIDENT MOLLY BRODEUR is the chief operating officer of Al Brodeur’s Auto Body in Marlborough, MA. She can be reached at (508) 485-1082 or molly@albrodeur.com

G

L

A

N

D

AU M TIVE AUT T TI TIV STAFF

AASP/MA EXECUTIVE COMMITTEE

PUBLISHER

CREATIVE DIRECTOR

Thomas Greco - thomas@grecopublishing.com

Lea Velocci - lea@grecopublishing.com

SALES DIRECTOR

EDITORIAL/CREATIVE COORDINATOR

Alicia Figurelli - alicia@grecopublishing.com

Alana Bonillo - alana@grecopublishing.com

EDITORIAL DIRECTOR

PRODUCTION

Joel Gausten - joel@grecopublishing.com

Donna Greco - donna@grecopublishing.com

PUBLISHED BY: Thomas Greco Publishing, Inc. 244 Chestnut Street, Suite 202, Nutley, NJ 07110 Corporate: (973) 667-6922 / FAX: (973) 235-1963 www.grecopublishing.com

CELEBRATING 30 YEARS New England Automotive Report is published monthly by TGP, Inc., 244 Chestnut Street, Suite 202 Nutley, NJ 07110. Distributed free to qualified recipients; $48 to all others. Additional copies of New England Automotive Report are available at $5 per copy. Reproduction of any portions of this publication is specifically prohibited without written permission of the publisher. The opinions and ideas appearing in this magazine are not necessarily representations of TGP Inc. or of AASP/MA. Copyright © 2019 by Thomas Greco Publishing, Inc. Images courtesy of www.istockphoto.com

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WWW.AASPMA.ORG MASSACHUSETTS

8 February 2019

New England Automotive Report

TREASURER Matthew Ciaschini LEGISLATIVE CHAIR Peter Langone IMMEDIATE PAST PRESIDENT Paul Hendricks

PRESIDENT Molly Brodeur VICE PRESIDENT Kevin Gallerani SECRETARY Gary Cloutier

AASP/MA STATEWIDE DIRECTORS COLLISION DIRECTOR Rob DelGallo

AT-LARGE DIRECTOR Adam Ioakim

AASP/MA DIRECTORS Frank Patterson Mike Penacho Bill Spellane

Ray Belsito Alex Falzone Joshua Fuller Kevin Kyes

AASP/MA ADMINISTRATIVE OFFICE Evangelos “Lucky” Papageorg: AASP/MA Executive Director

Alana Bonillo: AASP/MA Administrative Assistant P.O. Box 212 Marlborough, MA 01752 617-574-0741

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EXECUTIVE DIRECTOR’S MESSAGE

EVANGELOS “LUCKY” PAPAGEORG

A Time to Rally At the December 5, 2018 meeting of the Auto Damage Appraiser Licensing Board (ADALB), a few things became quite clear and confirmed thoughts I have had for a while.

The meeting was one of the first in a very long time that was attended by more than just a handful of collision industry representatives. Those in attendance had their feelings and concerns heard, which prompted the ADALB to begin drafting an Advisory Ruling. This Ruling will deal with an issue that has been plaguing our industry for many years. As with any Advisory Ruling issued by the ADALB, it will only be strong if we as an industry insist that it be adhered to by all parties involved in the estimating and repair process. It will ultimately come down to implementation and enforcement.

In my last message, I spoke of the “tools of our trade” that we utilize in the vehicle repair process. I was not only referring to the “tools” you have spent tens of thousands of dollars to purchase and update over the years. More importantly, I was referring to the “tools” that many of our industry’s leaders fought long and hard to have added to the wording of the regulations that govern the actions of ALL who are involved in the collision repair industry. Yes, I stress the word ALL. That means repairer and insurer alike.

The many great changes to the current regulations resulted from individuals putting the effort in to attend ADALB meetings. These same individuals responded to rallying cries when asked to provide supporting documentation of unfair practices and policies by insurers. It is time once again to hear the rallying calls. For far too long, we in the collision repair industry have allowed ourselves – and, by extension, our valued customers – to be abused. This abuse comes from insurers that place more importance on saving money than saving lives. I realize that this may sound overly dramatic. However, every time we accept “we don’t pay for that” as the answer to procedural requests on the “blueprint” to repair a vehicle – which adhere to the recommended and required repair procedures – we do our customers (and ourselves) a grave disservice. I am referring to ALL procedures required to restore the vehicle to the same “crashworthy” condition it was in when it left the factory!

The very same “crashworthy” condition that is mandated and tested for by the National Highway Traffic Safety Administration (NHTSA). Yes, this is the very same “crashworthy” condition that so many insurance appraisers are being instructed to ignore with their patterned response of, “We don’t pay for that.”

As collision repairers, we must remain vigilant and be aware when insurers change the landscape to their advantage and attempt to defraud the insured and shift liability to the collision repair side of the equation in the process. The only way we can accomplish this is by staying informed– not only in regard to all the proper and required repair methods, but also by staying current with the rules that govern the obligations of ALL licensed appraisers. It is incumbent on each and every one of us to not only cry “foul,” but also to bring to light the abuse and complete disregard for rules and regulations.

One such abuse and disregard of the rules was the focal point of the December ADALB meeting. The language in the 211 CMR 133.00 could not be clearer: “A part is of like kind and quality when it is equal or better condition than the pre-accident part.” Further, the regulation goes on to say that “when an insurance company specifies the use of used, rebuilt or aftermarket parts, the source and specified part(s) must be indicated on the appraisal. If the repairer uses the source and specified part(s) on the appraisal and these parts are later determined by both parties to be unfit for use in the repair, the insurance company shall be responsible (emphasis added) for the costs of restoring the parts to usable condition. If both parties agree (emphasis added) that a specified part is unfit and must be replaced, the insurer shall be responsible for the replacement costs such as freight and handling (emphasis added) unless the shop is responsible for the part(s) being unfit, or unless the insurer and the repairer otherwise agree. As to such costs, nothing in 211 CMR 133.00 shall preclude an insurer from exercising any available rights of recovery against the supplier.”

As clear as this would seem to be, many insurers either choose to ignore their responsibilities or try to convince less knowledgeable shops that it is the shops’ responsibility. An additional twist to this is that it appears that some vendors have chosen to become complicit with certain insurance companies in an effort to have themselves listed as the “goto” source for aftermarket – regardless of how often inferior parts are returned based on an agreement by both parties (the insurer and the insurer). I say “complicit” because certain vendors have elected to blackball (refuse to sell) to repairers whose return rate is too high – yet certain insurers continue to specify that poor-quality vendor based solely on parts pricing or possible vindictiveness.

Whichever the case may be, one big question is raised: continued on page 13

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New England Automotive Report

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AASP/MA Executive Director Lucky Papageorg is on the move!

Read below for his stops this month.

3

For the month of February, Lucky will be spending the first week visiting shops in the Southeast region and will host a chapter meeting on February 6.

(Location TBD.)

4

For the second week, he will be in the Midstate region region and will host a chapter meeting on February 13. (Location TBD.)

2 41

FEBRUARY

In the third week, he’ll be visiting the Western region and will host a chapter meeting on February 20. (Location TBD.)

2019 Keep an eye out for future meeting dates and locations!

During the fourth week, he will be in the Boston/Northeast region and will host a chapter meeting on February 27. (Location TBD.)

PROTECTING CONSUMERS AND THE COLLISION INDUSTRY

MASSACHUSETTS

Lucky can be reached at (617) 574-0741 or lucky@aaspma.org.

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New England Automotive Report

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EXECUTIVE DIRECTOR’S MESSAGE continued from page 10 How could this possibly be considered a cost-saving practice on the part of an insurer when one factors in the devastating effect this practice has on a shop’s ability to maintain a low repair turnaround time? The insurer’s practice only serves to increase rental costs at certain repair shops. Adding insult to injury is the fact that it has been reported that “program” shops are given carte blanche by some insurers to write for more expensive aftermarket parts, which are presumed to be of a better quality and fit, on their estimates or supplements.

This special permission could be considered an effort on the part of the insurer to teach a lesson to those shops that fight to stay independent and repair vehicles in a way that is best for their customers. It would appear to be an obvious effort to rig the system and be able to tell vehicle owners, “It will take longer at that shop because it is not one of our shops.”

The bottom line is that this practice and many others will continue in the shadows until we shine a spotlight on them. The first important step took place at the December 5 ADALB meeting. As

this issue of New England Automotive Report went to press, the next step was expected to be taken at the January 23 meeting, where consideration of proposed language in an Advisory Ruling was scheduled to be discussed and taken under advisement with a potential vote.

Your voice must be heard. You must act now – just as shop owners and association leaders did more than a decade ago. Their combined actions and efforts effected positive changes to the regulations. If you comply with these regulations, they will assist you today and every day going forward. When AASP/MA reaches out to you – and we will – for documentation to make our case to the ADALB and other regulatory groups, you must answer and participate.

Answer the rallying call. REMEMBER, WHAT THEY DO TO ONE OF US, THEY DO TO ALL OF US!

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AASP/MA EXECUTIVE DIRECTOR EVANGELOS “LUCKY” PAPAGEORG can be reached at (617) 574-0741 or lucky@aaspma.org

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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 West Springfield 1712 Riverdale St. West Springfield, MA 01089 PH: 413-746-1722 FAX: 413-304-9009 bmwwestspringfield.com

BMW of Stratham 71 Portsmouth Avenue Stratham, NH 03885 PH: 603-772-0000 FAX: 603-772-9436 bmwofstratham.com

Tulley BMW of Nashua 147 Daniel Webster Hwy Nashua NH 03060 PH: 603-888-5050 FAX: 603-888-8427 tulleybmw.com

New Country BMW 1 Weston Park Ave. Hartford, CT 06120 PH: 860-240-7881 FAX: 860-240-7873 newcountrybmw.com

BMW of Warwick 1515 Bald Hill Rd. Warwick, RI 02886 PH: 401-821-1510 FAX: 401-823-0530 bmwofwarwick.com

BMW of Sudbury Wholesale Parts 68 Old County Road Sudbury, MA 01776 PH: 800-338-3198 FAX: 508-881-7578 bmwofsudbury.com

14 February 2019

New England Automotive Report

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GENUINE NISSAN PARTS

MAKE ALL THE DIFFERENCE.

Only Genuine Nissan Parts deliver the fit, reliability, and performance to meet your shop’s collision repair needs. So keep it original, and keep it real with Genuine Nissan Parts.

Contact these Nissan dealers for all your parts needs: Mastria Nissan 1305 New State Highway Raynham, MA 02767 Direct Toll Free: 800-248-2458 Direct Fax: 508-802-6118 E-mail: parts@mastrianissan.com Web: www.mastria.com

Kelly Nissan of Lynnfield 275 Broadway (Route 1) Lynnfield, MA 01940 Toll Free: 1-800-698-9280 Fax: 781-598-8026 E-mail: BSherman@Kellyauto.com

Kelly Nissan of Woburn 95 Cedar Street Woburn, MA 01801 Phone: 781-835-3510 Fax: 781-835-3580 E-mail: mbosma@kellyauto.com www.kellyauto.com

New England Automotive Report February 2019 15

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COLLISION DIRECTOR’S MESSAGE

Rob DelGallo

New Year, Same Fight Here’s a fun activity: Take all those bills on your desk, stack them up and measure the height with a ruler. Are you surprised by how high your financial obligations are?

Do you need a second ruler? Every day in our business, we’re hit with something new that chips away at our profits. Shop insurance, database subscriptions, electricity – everything is going up. Well, there’s still one thing that isn’t increasing, and it’s the one thing we need to elevate before it’s too late. It doesn’t take a genius to figure out that I’m talking about the Labor Rate.

Simply put, the demands we face outweigh the support system currently available to us. We all complain about the technician shortage, but how can we get new people to join our industry when we lose employees to

other trades? Plumbers, electricians and mechanics make more than double – sometimes even triple – what we earn on a daily basis. Things like OEM certification, I-CAR training and scan tools are critical to our business, but they’re also among the most expensive investments we’re making these days. We need to be able to actually make a profit from everything we put into making our facilities the best they can be. Don’t forget the one major issue we all have to acknowledge and address: Liability.

So, how do we address these problems? Well, there’s always legislation, but you know how responsive government is to us. That can take a long time to push forward. In the meantime, we should all make a stronger effort to know our numbers and identify the true value of the work we do. The powers that be are not going to roll over and just give us more money; we need to defend our position and provide real-world information and documentation. If you don’t know what you’re making or losing on every job, how can you expect anyone to give you what you deserve?

Of course, your AASP/MA membership will always be one of the best tools you can use to become a stronger and more educated shop owner. The reinstated chapter structure will allow you to participate on the association level without traveling too far out of your way. Find out how some shops are battling the pay shortage by balance billing, getting our customers involved and not accepting the usual answer of, “We don’t pay for that.” It is the continued on page 46

16 February 2019

New England Automotive Report

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It Takes Genuine Honda Collision Repair Parts To Achieve a Genuine Honda Fit. Honda collision repair parts are engineered and manufactured to Honda standards.

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

For Genuine Honda parts, contact these Authorized Honda dealers.

Bernardi Honda 960 Worcester Road Natick, MA 01760 Parts Direct: 800-247-3033 FAX: 508-651-1220 www.bernardihonda.com

Lia Honda of Northampton 293 King Street Northampton, MA 01060 Toll Free: 800-369-7889 Direct: 1-413-586-6043 FAX: 1-413-585-0502 www.liahondanorthampton.com

Honda North 382 Newbury Street Danvers, MA 01923 Toll Free: 800-882-9797 FAX: 978-774-9483 e-mail: eadams@iclautos.com www.hondanorth.com

Kelly Honda 540 Lynnway Rt. 1A Lynn, MA 01905 Parts Direct: 800-779-7466 FAX: 781-595-2898 e-mail: mpsomosjr@kellyauto.com

Honda of Enfield 20 Palomba Drive Enfield, CT 06082 Toll Free: 800-222-6632 FAX: 860-253-5419 www.liahondaofenfield.com

Schaller Honda 1 Veterans Drive New Britain, CT 06051 Toll Free: 800-382-4525 Direct: 860-826-2080 FAX: 860-826-2083 e-mail: jkiniry@schallerauto.com www.schallerauto.com

Lundgren Honda of Auburn 525 Washington Street Auburn, MA 01501 Toll Free: 800-777-2044 FAX: 508-721-0872 e-mail:pmccarthy@lhonda.com www.lhonda.com

New England Automotive Report February 2019 17

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PROTECTING CONSUMERS AND THE COLLISION INDUSTRY

MASSACHUSETTS

18 February 2019

For more information or to become a sponsor of AASP/MA please call (617) 574-0741 or email admin@aaspma.org.

New England Automotive Report

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Rely on Volvo Genuine parts to get the right fit, at the right price, right now.

Please contact the following dealers for your Volvo parts needs:

Prime Volvo Cars 1030 Hingham Street Rockland, MA 02370 Parts Direct: 781-927-3520 Fax: 781-927-3592 www.volvocarssouthshore.com

Volvo of Wellesley 962 Worcester Street Wellesley, MA 02482 Parts Direct: 800-247-3033 Fax: 508-651-1220 www.volvoofwellesley.com

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New England Automotive Report February 2019 21

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[NATIONAL] NEWS by Alana Bonillo

Vendors & AASP/MA Members Gear Up for

OFESSION PR EPAIRER AL R

ED

U C AT I O N PROGRA M

Next month marks the return of the annual NORTHEAST® Automotive Services Show, a legendary industry event hosted by AASP’s New Jersey affiliate. Once again, thousands of collision repair professionals are expected to make their way to the Meadowlands Exposition Center in Secaucus, NJ from March 15 to 17 for the best in products, training and education offered on the East Coast.

Now in its 42nd year, NORTHEAST is a favorite among Massachusetts repair professionals thanks to its location, value and convenience.

“It’s not a weeklong thing you have to take time off from work for; it’s doable,” offers AASP/MA member Don Vermette (Vermette Auto Body; Feeding Hills), who is a frequent NORTHEAST attendee. He regularly takes along a few team

Pre-register online for NORTHEAST 2019 today - it’s FREE! 22 February 2019

New England Automotive Report

members from his shop to learn about new products and take in new education and training.

Mike Boucher (Custom Auto Body; East Longmeadow) shares similar sentiments.

“I don’t go to SEMA because I don’t have time. NORTHEAST is the best option, as it gives me the opportunity to see new products and get access to the educational programs.”

AASP/MA Board member Mike Penacho (Mike’s Auto Body; Fall River) also likes the close proximity of NORTHEAST when compared to having to travel across the country.

He’s made some great deals in the past and recommends spending the time visiting vendors on the show floor “It’s good to go see what is out there – spend the day, look around and go from there.”

Not surprisingly, the show continues to attract vendors from as far way as California and as local as New England.

“We see the crowd get bigger and bigger every year. We really get a lot out of it,” shares Tim Lewis, owner and general manager of Nitro Innovations.

The 2019 NORTHEAST show will be a first for Toyota Motor North America. Dave Pyle (senior analyst, wholesale parts and certified collision) is no stranger to the event, having attended previous years and served as a past OEM discussion panelist.

Throughout those experiences, he saw NORTHEAST as an excellent opportunity to represent Toyota, meet and speak with body shop owners and answer questions about OEM parts and proper repair procedures.

“Independent collision repair facilities appreciate the OEMs’ involvement in these conferences, as

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New England Automotive Report February 2019 23

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[NATIONAL] NEWS they have multiple questions pertaining to proper factory repair procedures, including the fit and finish of original equipment parts versus aftermarket parts.

“As much as we would love to fix them all, our Toyota Certified Collision Centers do not repair every Toyota involved in a collision,” Pyle adds.

“The independent shops fix a large portion. So, they look to us for proper repair procedures and recommendations to ensure vehicles are fixed right. Independent repair facilities have the same goal as us – repair the vehicle back to precollision condition using the right OE parts and factory repair procedures to meet that goal and safely put our customers back on the road.”

On the educational side, the Collision Professional Repairer Education Program (Collision P.R.E.P.) is back for a second year and promises to again exceed all expectations in providing attendees with answers to the challenges faced by the industry.

24 February 2019

New England Automotive Report

Presented by the Washington Metropolitan Auto Body Association (WMABA), the Collision P.R.E.P. slate will offer much of the same hits from last year, including an OEM Representatives Panel Discussion that will look at aspects of certification/certified repair and the changes in vehicle technology that repairers will soon encounter. Repair procedures, business relations and more will be discussed by a variety of national-level OEM representatives.

After providing some of the most popular content at last year’s NORTHEAST®, industry legend Mike Anderson (Collision Advice) has signed on to return. In addition to giving attendees plenty of musthear, real-world industry advice in the appropriately named presentation “Words to Live By,” he will be working with Nissan-Infiniti in presenting special estimating training during the weekend.

“What continues to impress me about NORTHEAST is the OEM

involvement,” he says. “It’s exciting to see that level of participation.”

Anderson plans to use his upcoming presence at NORTHEAST to paint a portrait of an exciting future for the industry.

“I’ll be looking at where the industry is going in regard to telematics, the connected car and understanding when all of that is going to happen. When Wayne Gretzky was asked how he became a great hockey player, he said that he never skated to where the puck was; he always skated to where the puck was going to be. At NORTHEAST, I’d like to help shops understand where the industry is going in the next one to three years.”

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[INDUSTRY] ADVICE

ASK MIKE

Why Are OEMApproved Scan Tools the Best Option?

have to remember that Ford and Audi tested that equipment. Their engineers have done validations on that equipment for accuracy. I have a hard time when people say it’s okay to use an aftermarket scan tool but that they have to use a certain welder or rivet gun. I work directly with several car manufacturers, and I have personally scanned vehicles with aftermarket tools versus OEM. There is a difference.

At the August 2018 Collision I was in a shop recently that had a Industry Conference (CIC) in Atlanta, car come in with 17 miles on it. The industry consultant and former shop owner Mike Anderson (Collision Advice) customer bought it brand new and wrecked it pulling out of the dealership. publicly disagreed with a presenter’s endorsement of aftermarket scan tools, You’re not going to find an aftermarket scan tool that is going to be able to citing potential telematics issues when scan a vehicle that new. Generally, they are used on vehicles equipped when OEM scan tools roll out, they’re with systems such as OnStar and usually six months ahead of any new Toyota Safety Connect, which OEM releases. Aftermarket scan tools tools detect for disabling during a generally lag behind. Sometimes, when repair. This month, we “ASK MIKE” to aftermarket scan tools don’t have elaborate on his position. We at New access to the data, they provide England Automotive Report hope you find this following exchange useful, and phantom or ghost codes, so your tech is chasing down something that is not we encourage you to reach out to us if even legitimate. But we know that the you have a question for Mike on this or OEM scan tool has been engineered any industry-related matter that he can and designed by that vehicle answer in a subsequent issue. manufacturer. Aftermarket scan tools are not tested. I wouldn’t want that New England Automotive Report: liability.

You’ve taken a public stand in After I spoke at CIC, some people support of OEM-approved scan tools. said that my comment about disabling Why do you believe these tools OnStar and Safety Connect was farprovide the best opportunity for fetched, but it’s not. My own sister’s technicians to perform a safe and car, which was a Lexus, went to a body proper repair? shop. They didn’t disable Safety Connect, and my sister got inundated Mike Anderson: Some people don’t with emails. At the end of the day, how like my insights into this, but I feel do you disable that? You disable that strongly about it. When someone says by using a factory scan tool. If you don’t to use an aftermarket scan tool, are they also saying that if Ford says I have disable it and it generates an email to Lexus and then the customer receives to use a certain rivet gun that it’s okay emails, then you have to replace a to use another one? What about when Audi says to use a certain welder? You back-up battery. General Motors did a 26 February 2019

New England Automotive Report

manual process, which means I can manually disable OnStar. But I’m waiting for someone to show me how to utilize an aftermarket scan tool to manually disconnect Safety Connect on a Toyota or Lexus. I just think this situation is a Pandora’s Box.

NEAR: Scanning really gained a lot of attention when the position statements started coming out a few years ago, but proper OEM scanning was a part of repair procedures long before that. But as the scanning trend has grown thanks to these position statements, so has the insurance industry’s reluctance to pay for it. Based on the “Who Pays for What?” surveys you conduct with CRASH Network, how would you gauge where the insurance industry is right now as compared to three years ago in terms of understanding the need for this?

MA: I think we’re at a tipping point.

We’re right there at the top of the mountain, and we can either backslide all the way down or push over the other side. One of the problems is that people are trying to lump everything into a labor time for scanning. I think you have to separate the diagnostic and research time from the actual scan time. To me, the researching and recording of the diagnostic trouble codes and the time to troubleshoot them should be totally separate from the actual scan time. The industry needs to get more educated to understand there’s a difference between the diagnosis of the problem versus the recording of the diagnostic trouble codes. continued on page 40

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New England Automotive Report February 2019 27

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[COVER] STORY By Joel Gausten

For years, AASP/MA has worked hard to represent the interests of collision repair professionals throughout Massachusetts. When faced with an industry crisis or another matter of great concern, the association does everything in its power to reach out to the community it serves and stand as its members’ voice in the Legislature and beyond. There is perhaps no greater example of what a unified association can accomplish than the events that transpired as 2018 came to a close.

At the December 5 Auto Damage Appraiser Licensing Board (ADALB) meeting in Palmer, the Board started a conversation about whether an insurer has the right to “force” a customer or repair shop to use the supplier they prescribe when doing an appraisal. It was brought to their attention by Board member Lyle Pare, but the conversation ended with a discussion of a passage in CMR 211 133.04: When an insurance company specifies the use of used, rebuilt or aftermarket parts, the source and specific part(s) must be indicated on the appraisal. If the repairer uses the source and specified part(s) indicated on the appraisal and these parts are later determined by both parties to be unfit for use in the repair, the insurance company shall be responsible for the costs of restoring the parts to usable condition. If both parties agree that a specified part is unfit and must be replaced, the insurer shall be responsible for replacement costs such as freight and handling unless the repair shop is responsible for the part(s) being unfit or unless the insurer and repairer otherwise agree. As to such costs, nothing in 211 CMR 133.00 shall preclude an insurer from exercising any available rights of recovery against the supplier.

28 February 2019

New England Automotive Report

On December 19, AASP/MA issued the following Member Alert/Call to Action to its statewide membership: Have you been unable to buy or return parts from vendors listed on appraisals in order to follow CMR 211 133.04?

Are you receiving estimates that have numerous parts suppliers listed?

Do you have vendors that will not do business with you due to part return frequency?

IF YOU ANSWERED “YES,” WE WANT TO HEAR FROM YOU! A robust discussion broke out on this topic at the December Auto Damage Appraiser Licensing Board (ADALB) meeting, and now AASP/MA wants to hear from YOU! AASP/MA members can [go to aaspma.org] to view the video from the ADALB meeting.

We need YOUR input NOW so we can address this issue for the collision industry at large in Massachusetts!

Please contact Executive Director Lucky Papageorg at (617) 574-0741 or email lucky@aaspma.org. continued on page 30

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New England Automotive Report February 2019 29

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[COVER] STORY continued from page 28 Distributing the aforementioned message was a risky move for the association. The middle of December is never a great time to ask anyone in this - or any other industry to spare a few minutes. But the issues discussed at the ADALB were far too important to put aside, and the association sent out its message in the hopes that shops would react.

AASP/MA shouldn’t have worried. Within minutes of the email hitting inboxes throughout the Commonwealth, Executive Director Evangelos “Lucky” Papageorg and the AASP/MA administrative office were inundated with calls.

“There was an immediate response from multiple shops across the state indicating they have had an issue with either being unable to get the aftermarket parts sourced on the estimate from the insurer or with the sheer number of sources listed on a single estimate,” Papageorg says. “Many are vendors the shops don’t regularly use and therefore have no previous business relationship with. This adds to the administrative burden of either having to open charge accounts or operate on a COD basis. In some examples I was given, parts were only a few dollars and hardly worth the trouble of ordering; there was no way to cover the administrative costs

“

Moving ahead, AASP/MA plans to use the information gathered through this recent Call to Action to strengthen its position at the ADALB level.

”

associated in doing so. This causes a huge strain on the administrative process within a shop as well as a dramatic, detrimental affect on their cycle times.”

Unfortunately, Papageorg is quick to note that the problems uncovered through the calls received by AASP/MA didn’t stop there.

“Many of the shops I spoke to have been ‘blackballed’ by vendors because of their return rates. In some cases, the vendors are refusing to even take calls from specific shops. When the shops explain the predicament to the insurer, they are basically told that there is nothing the carrier can do. The insurer professes to having to write the lowest-priced parts and that the shop is on their own. The irony is that the decision to return these parts is a joint decision by the shop and the insurer that specified continued on page 46

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New England Automotive Report

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[LEGAL] PERSPECTIVE by James A. Castleman, Esq.

Even Their Lawyers Don’t Get It A client of mine sent me a link to the web page of a law firm located in a city west of Boston. The firm primarily represents insurers in subrogation matters, which means they specialize in representing insurers that pay a claim to their insured but then seek reimbursement from a negligent or otherwise responsible third party.

The particular web page is entitled “Body Shop Insurance Disputes.” A prominent paragraph on the page says, “In some cases, repair facilities do not complete all the repairs as detailed in an auto damage estimate, yet they accept full payment as if the repair was completed as stipulated, sometimes installing used parts instead of new parts.” The firm then goes on to let their clients and potential clients know that they “will seek recovery of funds collected for incomplete work and submit the appropriate reports to state regulators.” In other words, these lawyers are encouraging insurers to hire them to try to recover claim payment funds from body shops that do not complete repairs according to the insurer’s appraisal.

Yet, except in certain limited circumstances, collision repair shops are never obligated to make repairs according to an insurer’s appraisal. Rather, they are obligated to make repairs according to their repair contract with their customer – in the manner approved by their customer, using the parts approved by their customer and for the price agreed to by their customer. If a body shop does not complete repairs according to an insurer’s estimate, and if the amount they are paid by the insurer exceeds the amount that the customer contracted for, then any excess money belongs to that customer – not to the insurer. This has been the state of the law in Massachusetts since the late 1980s, no matter what insurers – or their lawyers – try to tell you. The only recourse the insurer has is to reduce the insured actual cash value of the vehicle by the amount attributable to any work not done.

I have written about this issue before, and I believe that the law is clear. Yet, many insurance personnel refuse to acknowledge it. Now, it appears that some of their lawyers are also turning a blind eye to the law.

Insurer Obligations on First-Party Property Damage Claims The Massachusetts statute governing insurer payment obligations for first-party motor vehicle collision losses requires that “the insurer shall pay either to the insured or to a repair shop if the insured so indicates in writing to his insurance company for direct and accidental loss of or damage to the insured motor vehicle, subject to a deductible of [$500], up to a limit equal to the actual cash value of the vehicle less such deductible.” In other words, the statute requires an insurer to pay the full cost of “damage” to an insured vehicle, subject only to the insured’s deductible. Based on related regulations, paying 34 February 2019

New England Automotive Report

the cost of “damage” to the vehicle means that the insurer is required, in all instances, to pay whatever it takes to put the car back into pre-accident condition, subject only to a claimant’s deductible. However, the claimant can choose to have all, some or none of the damage repaired. While the statute allows an insured to direct the insurer to make payment directly to a repair shop, it does not require that shop to make all – or even any – repairs. That is between the repair shop and its customer.

It is true that the same statute used to require that, before making full payment, an insurer had to receive a claim form certifying that all repairs had been completed according to an appraisal written by a licensed appraiser on its behalf. But that changed when the so-called “Direct Payment Law” was enacted in 1989. That law amended the statute, mandating that an insurer adopting a “Direct Payment Plan” is required to make full payment to an insured up front before repairs are made. Subsequent regulations issued by the Commissioner mandated that virtually all insurers writing auto insurance in Massachusetts adopt such a plan. Since 1989, insurers have been required to pay the full cost to repair a damaged vehicle to pre-accident condition, but nothing in the law requires either claimants or their body shops to make those repairs.

The process for following the amended statute is set out at length in Direct Payment regulations issued by the Commissioner of Insurance. The regulations require an insurer to pay the “full cost” of repair as determined by an appraisal written by a licensed appraiser on behalf of the insurer. But that does not mean that such an appraiser can write anything they want. Rather, they must comply with the Auto Damage Appraiser Licensing Board (ADALB) statute and the regulations issued by that entity. Further, an insured has the right to dispute the accuracy of an insurer’s appraisal and have any dispute as to accuracy submitted to arbitration. Alternatively, the claimant may sue the insurer for what the claimant believes is truly necessary to repair their damaged vehicle to pre-accident condition.

As noted, insurance appraisers are required to appraise the “full cost” of repair. What that means is detailed in regulations issued by the ADALB. Importantly, as required by those regulations, “The appraiser shall itemize the cost of all parts, labor, materials and necessary procedures required to restore the vehicle to pre-accident condition and shall total such items.” [Emphasis added.] When an appraiser signs an appraisal, including any supplemental appraisal, they are certifying that everything on that appraisal is necessary to repair a damaged vehicle back to pre-accident condition based on their personal and professional opinion.

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[LEGAL] PERSPECTIVE Putting everything together, the governing statute and regulations require insurance appraisers to write appraisals that include everything needed to repair a damaged vehicle to pre-accident condition. They also require insurers to pay that amount to a claimant or, if directed by the claimant (and for the claimant’s convenience), to the claimant’s chosen repair shop. But again, nothing in the statutes or in the regulations requires either the claimant or their chosen repair shop to make all – or any – of those repairs. And nothing in the statutes or regulations allows an appraiser or their insurer to change their minds and ask to get money back once repairs have been made, no matter what work is actually done or what a repair shop actually charges.

The Obligations of the Repair Shop A repair shop’s obligations as to what repairs are going to be performed and how much is going to be charged are governed by two sources.

The first is Massachusetts General Laws, Chapter 100A. Section 2 of that statute requires all motor vehicle damage repair shops in Massachusetts to be registered in order to legally charge for repairs. Section 8 requires that no registered repair shop shall “make any false or fraudulent statement in connection with any repair or attempt to collect for a repair.” Essentially, it is illegal for a repair shop to lie to its customer as to what repairs it will do, what repairs it has performed and what it is charging for them.

The second source is a regulation issued by the Massachusetts Attorney General governing motor vehicle repairs. That regulation (which has been explained in detail in prior NEAR “Legal Perspective” articles) essentially makes it an automatic unfair or deceptive trade practice for a shop to charge for any repairs that have not been authorized by their customer. It is also an unfair or deceptive trade practice to charge a customer more than that customer has contracted for or fail to issue a final bill for repairs that itemizes all work that was actually done and all parts that were provided (with an itemized breakdown of the exact charges for labor, parts and services).

A repair shop must be honest with its customer and follow the dictates of its customer – and only its customer – as to what repairs are to be made, what parts are to be used in those repairs and how much the repair shop is going to charge for the repairs. The customer’s insurer does not enter the equation at all.

It does not matter what the insurer’s appraiser has written on their appraisal or what repairs or parts the insurer has agreed to pay for; it only matters what the customer wants done. If a customer wants to spend the claim payment to have the repair shop paint stripes down the side of their car rather than repair a dent in a quarter panel, then the repair shop is obligated to paint the stripes and not repair the quarter panel. If a customer wants to save their deductible and authorize a repair shop to make lesser agreed-upon repairs rather than what their insurer has written, then the repair shop is obligated to perform them. If a customer properly authorizes a repair shop to make repairs at the shop’s discretion so long as the total cost does not exceed an agreed upon dollar amount, then the repair shop can make repairs as it chooses – as long as it still issues an itemized bill at the end and charge no more than authorized.

Importantly, none of this affects the insurer’s obligation to pay the full cost to repair the vehicle to pre-accident 36 February 2019

New England Automotive Report

condition in the amount written by their appraiser as having been certified as necessary to repair it in that manner. It also does not matter what a repair shop has negotiated with the insurance appraiser or how many supplements the shop has requested and negotiated. When the insurance appraiser writes their final supplement with a higher figure, it is not because the repair shop has forced them to write the higher figure; it is because the insurance appraiser has made their own independent professional judgment as to what is needed to repair the car to pre-accident condition. In all cases, that is what the insurer is required to pay – either to the claimant or, if directed by the claimant, to their repair shop.

Are There Exceptions?

There are two possible exceptions to the rule, thus requiring a shop to repair a vehicle according to an insurer’s appraisal. The first is where the customer’s authorization for repair is directing the shop to “repair according to insurance appraisal.” The customer is still calling the shots, but their specific authorization is to make repairs according to what their insurer has written. In this case, the repair shop is required to follow that direction.

The second exception may actually be illegal. It is where a repair shop’s referral contract with an insurer requires it to make repairs according to the insurer’s appraisal and (in some instances) to return to the insurer any excess funds resulting from making lesser repairs or using less expensive parts. In order to be a referral shop for the insurer, the shop must sign the insurer’s referral contract, and insurers will insist upon compliance. Yet, in my opinion, a clause requiring the shop to make repairs according to the insurer’s appraisal, and not according to what is authorized by the customer, clearly violates governing statutes and regulations. In my opinion, if there are any excess funds that were paid to the repair shop, then those funds belong to the customer, and the insurer has absolutely no right to seek repayment. Insurers may believe that their contracts are enforceable, but I believe otherwise.

Conclusion In Massachusetts, insurers are required to pay auto damage claims in an amount sufficient to be able to repair a damaged vehicle to pre-accident condition. They are required to pay that amount in all cases, subject only to a claimant’s deductible. Yet, claimants are not obligated to have repairs made in the manner written by or for the amount paid by the insurer, nor are repair shops required to make repairs in the manner or for the cost written by the insurer. If repairs are made in a different manner or for a different cost, then the insurer has no right to seek repayment of any portion of its claim payment – whether that payment was made to claimant or made to a repair shop as directed by the claimant.

It is time for insurers – and their lawyers – to get it right.

PROTECTING CONSUMERS AND THE COLLISION INDUSTRY

MASSACHUSETTS

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

NEAR0219.qxp_NEAR1014 1/16/19 3:35 PM Page 37

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[OEM CERTIFICATION] PROFILE:

Ford Motor Co. NEAR: In terms of capacity goals, does Ford have a cap in mind, or is it a matter of adding as many qualifying shops as possible?

JB: Ford is striving for a solid footprint in the US to provide effective access for our vehicle owners.

Jennifer Boyer of Ford Motor Co.

This month, we sit down with Jennifer Boyer, global collision business and strategy manager for Ford Motor Co., to discuss the automaker’s new Certified Collision Network. Similar conversations with other automaker certification program representatives will be featured in future issues of New England Automotive Report.

New England Automotive Report: What are some key ways that Ford’s new auto body certification program differs from what shops have been familiar with in the past?

Jennifer Boyer: Ford is launching the new Ford Certified Collision Network [FCCN] to ensure our owners have access to a network of repairers who demonstrate a commitment to providing quality repairs to Ford and Lincoln vehicles. The new network is managed by Ford and provides a variety of benefits to certified locations. The FCCN is an evolution that enables us to prepare for the future of the collision and claims industries.

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NEAR: What are some of the general equipment and training requirements that a shop must meet in order to be accepted into the new program?

JB: Shops will be required to have the training, equipment, tools and facility necessary to perform quality, safe repairs for Ford and Lincoln customers. A complete list of requirements can be found on our website at collision.ford.com/ford certifiedcollisionnetwork.

NEAR: When a shop becomes certified, what checks and balances are in place to ensure that the facility maintains the standards that led to them being certified in the first place?

JB: Shops will be required to recertify each year in order to maintain the benefits of being in the network.

They will receive all information needed to maintain their certification as they go through the certification process.

NEAR: What kind of time and monetary investment is needed to join the certified program?

JB: The monetary investment to participate is a fixed price; however, a shop may be required to make additional time and monetary investments based on the training, tools and equipment status.

NEAR: How often do you require retraining?

JB: Certified shops will be required to recertify annually upon the shop’s anniversary date.

NEAR: What is Ford’s position in terms of parts restrictions in the certification process?

JB: Ford recommends the use of OE parts in all collision repairs of Ford and Lincoln vehicles to ensure a quality, safe repair.

NEAR: Where is the best place for shops to go if they are interested in learning more about the Ford program?

JB: Shops interested in learning more about the Ford Certified Collision Network can visit collision.ford. com/fordcertifiedcollisionnetwork.

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[INDUSTRY] ADVICE

NEAR: As a former shop owner, how would you respond to an owner who says they are not performing scans because insurers won’t pay for them?

MA: When I had my shops, if the insurance company would not pay me to do what I thought was required for a safe and proper repair, I charged the consumer the difference. At the end of the day, an insurance company refusing to pay me to do a safe and proper repair did not remove me from the liability. I think shops also need to move away from relying on position statements. They also need to put the scanning or initialization procedures as specific line items on the estimate, and they need to create a bulletproof file.

Through my consulting, I still work at shops at least once a week every other month. In this capacity, I’m still negotiating with insurers and putting my estimator hat on. I was recently writing an estimate on an Infiniti, and all

I had was a grille. I could imagine an insurer telling me, ‘I’m not going to pay for you to scan this car. It’s just a grille.’

Well, I went into Nissan/Infiniti’s technical information and looked up the R&I grille procedure. I saw that there was a part attached to the grille that had a ‘one-time-use’ symbol – which is black circle with a white x. It turned out that it was an Intelligent Cruise Control cover. I selected that part and looked up the R&I procedure for that, and it told me that it required a calibration.

When I clicked on that calibration, I saw that the vehicle needed a full tank of gas and a four-wheel alignment. I ended up with a huge supplement, and the insurance company looked at me like I had two heads. I had to take the time to show them what was needed to be done step by step. I got reimbursed, but I couldn’t just give them a position statement from Nissan/Infiniti and say, ‘I need to scan this car.’

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

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

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

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Long Subaru 7 Sutton Rd., Webster, MA 01570 800-982-2298 Fax: 508-879-1212 tschube@longauto.com New England Automotive Report February 2019 41

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[VENDOR] SPOTLIGHT by Alana Bonillo

Collision Center Design is a supporter of AASP/MA as a Platinum-level sponsor of its Vendor Affinity Program (VAP).

Collision Center Design For more information on Collision Center Design, visit collisioncenterdesign.com or call (401) 383-0893.

nnovations in spray gun technology, spray booths and paint applications have certainly come a long way over the years, and Collision Center Design has been at the forefront by making sure collision repair shops around the country have the best tailor-made solutions available. As their tagline states, they provide the products that put the “Quality in the Finish.”

The Rhode Island-based company got its start in 2010, when Rob Mercier and Paul Parillo teamed up to focus on improving paint application and process across industry lines.

Mercier’s automotive industry background with spray booth technology paired well with Parillo’s experience in paint booths and general contracting. This unique combination allows them to offer the entire package – from installation to customer service and upgrading technology. Their goal is to make the paint application process more profitable for their clients.

With a commitment to offering

I

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only the most-effective solutions to their customers, Collision Center Design provides a number of equipment solutions related to paint application, such as spraybooths of all sizes, thermo dry technology and filtration. They have been offering these since they first started their venture in 2010. Since 2015, they have provided Global Finishing paint booths, which recently began incorporating infrared technology into their systems.

“It’s been very successful,” commented Mercier about this latest solution. “It really reduces the cure time dramatically, which is a great benefit to our clients.”

Collision Center Design’s services includes facility layout/design, equipment specification writing, auto CAD services, Lean manufacturing principles, energy efficiency planning and coatings/ application consulting. They will work with each client to find the right solutions, starting with a consultation to learn about the needs of the facility. From there, they go in

to assess what is needed by taking measurements and designing and installing equipment. Having experience in general contracting allows them to do a complete turnkey installation. They will even remove old machinery as part of their installation process.

Collision Center Design serves businesses as far away as California.

Closer to home, they serve shops from Maine down to New Jersey.

The company is a longtime supporter of AASP/MA as a Platinum-level sponsor of its Vendor Affinity Program (VAP) as well as a consistent participant in association events.

“It makes a big difference to be involved in an association like AASP/MA, where you can go in and meet everybody and learn about what they are doing and how we can work with them to make that process better,” shared Mercier. “Everybody bounces new ideas off each other to get better at what we do.”

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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

e-mail: parts@alexandriavw.com

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

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

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

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

www.fitzmall.com

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

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

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Audi Natick 549 Worcester Street Natick, MA 01760 www.bernardiaudi.com 800.247.3033 Fax: 508.651.6841

Audi Peabody 252 Andover Street Peabody, MA 01960 800.774.8411 Parts Direct: 978.605.2182 email: pwalke@iramotorgroup.com www.audipeabody.com

Mattie Audi 80 William S. Canning Blvd.

Fall River, MA 02721 800.678.0914 Fax: 508.730.1283 www.mattieaudi.com

Hoffman Audi 700 Connecticut Blvd East Hartford, CT 06108 860.282.0191 Fax: 860.290.6355 www.hoffmanauto.com

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COLLISION DIRECTOR’S MESSAGE continued from page 16

[COVER] STORY

customer’s vehicle and their family’s safety we’re talking about.

I can’t tell you how many customers appreciate us going to bat for proper operations and parts installed on their vehicles.

One added bonus: We get to direct or refer them away from insurance companies that seem to care more about saving themselves money rather than saving lives by ignoring and refusing to pay for repairs required to ensure the "crashworthiness" of the vehicle in a subsequent collision.

All of this will only help you if you show up. Attend our meetings and training events, offer feedback and connect with others who share your concerns.

We’re all in the same boat; it’s up to us to work together to make sure we don’t all sink.

them in the first place. Yet, only the shop and the vehicle owner are being victimized. This occurs even when the insurer is told in advance of the situation, which only adds insult to injury.”

Moving ahead, AASP/MA plans to use the information gathered through this recent Call to Action to strengthen its position at the ADALB level.

“We plan to have a strong voice in the forthcoming Advisory Ruling language. We are gathering hard evidence and examples of how this scenario is played out across the state on a daily basis. This evidence will show that, in many instances, independent shops are treated differently than ‘program’ shops in the parts specification process. We have it on good authority that ‘program’ shops have permission to order their aftermarket parts from vendors other than those listed on an insurance estimate. Also, if these

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continued from page 30

‘program’ shops are writing the original, they may also write from – and order from – vendors that independent shops are not permitted to opt out and purchase from.”

Thrilled to see the Massachusetts auto body community take charge in such a strong way, AASP/MA President Molly Brodeur sees these recent developments as a sign that the association is on a proactive and inspiring path.

“It’s been incredible to start a new year with such a high level of involvement from our membership. As we’ve learned as a result of our industry outreach, this issue hits home for a lot of shops in the state.

We’re encouraged that so many people have reached out to us, and we’re excited to be able to use their experiences to promote genuine and much-needed change to how shops, insurers and vendors work together during the repair process.”

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