New England Automotive Report April 2016

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Serving the New England Collision and Mechanical Repair Industry April 2016 U.S.A. $5.95

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

www.grecopublishing.com

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2 April 2016

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April 2016 • Volume 14, No. 4

CONTENTS

DEPARTMENTS VICE PRESIDENT’S MESSAGE by Adam Ioakim 8 | If a Tree Falls in the Forest...

COVER STORY 35 | TODAY’S AUTO EDUCATION:

SPONSOR SPOTLIGHT by Jacquelyn Bauman 14 | PPG: More than Just Paint

THE GOOD, THE BAD AND THE HOPEFUL

LOCAL NEWS 17 | ADALB Debates Major Regulation Changes 20 | New England Patriots Star Joins AASP/MA Shop in Supporting Veteran NATIONAL NEWS by Joel Gausten 26 | Dealer Body Shop Loses $438K Improper Repair Case LEGAL PERSPECTIVE by James A. Castleman, Esq. 30 | Why I Won’t Be Buying Car Insurance from Just Any Insurer TECH CORNER by Jacquelyn Bauman 42 | Galvanic Corrosion: What You Need to Know MEMBER SHOP SPOTLIGHT by Jacquelyn Bauman 48 | Discount Auto

ALSO THIS ISSUE 7 | TRAINING OPPORTUNITIES: I-CAR CALENDAR OF EVENTS 10 | A MESSAGE FROM THE EXECUTIVE DIRECTOR 15 | AASP/MA SPONSORS 16 | AASP/MA PLANNED YEAR 49 | AASP/MA MEMBERSHIP APPLICATION 54 | INDEX OF ADVERTISERS

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AUT M TIVE STAFF PUBLISHER

ART DIRECTOR

Thomas Greco (thomas@grecopublishing.com)

Lea Velocci (lea@grecopublishing.com)

DIRECTOR OF SALES

MANAGING EDITOR

Alicia Figurelli (alicia@grecopublishing.com)

Jacquelyn Bauman (jacquelyn@grecopublishing.com)

EDITOR

PRODUCTION

Joel Gausten (tgpjoel@verizon.net)

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 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 © 2016 by Thomas Greco Publishing, Inc. Images courtesy of www.istockphoto.com

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

Contact New England Automotive Report Sales Director Alicia Figurelli

LET US TURN THEM AROUND!

AASP/MA EXECUTIVE COMMITTEE

973.667.6922 / ALICIA@GRECOPUBLISHING.COM

PRESIDENT Molly Brodeur VICE PRESIDENT Adam Ioakim SECRETARY Gary Cloutier TREASURER Kevin Gallerani IMMEDIATE PAST PRESIDENT Paul Hendricks

AASP/MA STATEWIDE DIRECTORS COLLISION DIRECTOR

in Massachusetts April 12, 2016

Sectioning of Steel Unitized Structures

Northeast Metropolitan Regional Vocational School, Wakefield, MA

Rick Starbard

Automotive Foams

AASP/MA DIRECTORS Alex Falzone

April 14, 2016

Alternative Fuel Vehicle Damage Analysis & Safety

Kevin Kyes Michael Penacho

April 26, 2016

Darlene Andrade

Steel Unitized Structures Technologies & Repair

Tom Ricci Ray Belsito, Jr.

April 28, 2016

Peter Langone

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

WWW.AASPMA.ORG

Alternative Fuel Vehicle Damage Analysis & Safety Vehicle Technology & Trends 2016 Both classes held at Amica Insurance, Westborough, MA

All classes held at Fuller Auto Body, Auburn, MA (unless otherwise noted) For more information, visit i-car.com

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VICE PRESIDENT’S MESSAGE

IF A TREE FALLS IN THE FOREST...

ADAM IOAKIM

As an AASP/MA Board member, I often field complaints from shops on the phone or at association events about the ways insurance appraisers mishandle situations at our shops. I hear a lot of grievances, but I don’t see much action. We have the ADALB, which welcomes filed complaints about these occurrences (and should work to find resolutions). I understand the hesitation from shop owners who have been in the industry for a long time; many of you have submitted complaints in the past and have become jaded when the ADALB didn’t take any action. At that time, some of the members of the ADALB were part of referral programs or indebted to insurers in some way, and they were unable to truly work in our best interest. However, there are new faces on the Board. Three of the members have recently been replaced by individuals who are very well-equipped to work for the industry. Neither of the two new collision repair members are on any insurer referral program – they’re not beholden to any insurance company. These two are truly independent shop owners. And while I don’t know the representatives from the insurance industry as well, they do seem level-headed

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and reasonable enough to make the right call in these disputes.

Now that we’ve been equipped with what I think is a fair and reasonable ADALB, we need to use it. It’s no use griping about an issue without doing anything to solve it.

If the ADALB members aren’t told, they can’t work out the problem. It’s like the saying, “If a tree falls in a forest and no one is around to hear it, does it make a sound?” It’s time for us to make a sound. Send in your complaints and make some noise. I have to admit that I’m just as guilty myself. I haven’t filed anything with the ADALB in the past, but I’m working on doing so. If you have questions on how to go through this process, I encourage you to contact AASP/MA. We can help you write the complaint so it fits the correct parameters and help you file it so it gets to the right people. We will dot the i’s and cross the t’s. The association is here to help you. Let’s work together to make this industry a better place for all of us.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

ADAM IOAKIM is the co-owner of Hogan & Van Auto Body in Medford, MA. He can be reached at (781) 436-0366 or adam@hoganandvan.com.

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A MESSAGE FROM THE EXECUTIVE DIRECTOR

A LOUDER CALL FOR CHANGE JILLIAN ZYWIEN

Dear Members, For years, our office has frequently received calls from members who ask what they can do to help the association and our initiatives. We are so fortunate to have an industry that is supportive and active.

As you know, the most important service we offer to our members is our advocacy efforts. We represent the industry before the Legislature, the Auto Damage Appraiser Licensing Board (ADALB), the Division of Insurance, the Attorney General’s Office, Commonwealth Automobile Reinsurers (CAR), etc. Our efforts are tireless, and we often need our members to support these endeavors in a variety of ways.

Since my last writing, the association’s Insurer Relations Committee has sent out two surveys, both of which attempt to identify trends in the industry. One survey asked members if they were experiencing challenges receiving supplement paperwork or payment for certain required procedures. We heard back from over 50 of our members who were facing those same challenges, so we sent a follow-up survey on the matter. Both surveys are still open if you wish to participate, and we want to hear from you! Please visit our Facebook page (tinyurl.com/hf7smaa) for the link. These surveys help the association find out what is going on in the industry and identify challenges.

Once these obstacles have been recognized, the association’s leadership will meet with insurers to make them aware of these issues with the intent of putting an end to violations and creating a cohesive relationship between appraisers — without going to the ADALB. The newly appointed ADALB members have been open and encouraging of all appraisers to submit complaints and seek advice from them. If you see direct violations of 212 CMR in your shop, I would encourage you to submit a complaint to the Board for their review. If you are a member of the association, you can find the complaint form on the Members Only section of our website (aaspma.org). If the Board doesn’t hear from the industry, they assume everything is working. They assume you are getting paid for everything you deserve and that the appraisal process is acceptable. If it’s not working or you are experiencing issues, I would strongly encourage you to file a complaint. The association can help answer any questions you have on the complaint process.

Additionally, per the Governor’s Executive Order, the Board is hosting a listening session on 212 CMR on May 4 at 9:30am at the Division of Insurance. AASP/MA and your Board of Directors are prepared to submit

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comments that we have worked on for over a year to develop. While the association will be there on behalf of the industry, I would urge each shop to get involved. Make sure your voice is heard. Every comma, sentence and paragraph is open for all interested parties — that means insurers and body shops. If you cannot attend the hearing, written comments may be submitted. More information will be available on the ADALB’s website and (once published by the ADALB) on our website at aaspma.org.

At the time of this writing, this information had not been made available.

The association cannot operate without our members’ support and willingness to participate. We know the challenges you face on a daily basis. “Building the success of the auto repair industry” is the commitment your leadership and the association staff have made. We work tirelessly to ensure the success of our shops. We take the issues you face every day seriously, and we are committed to finding solutions. In order to achieve success, we must work together. Continue to support the association, file complaints and participate in our surveys and calls to action. Call the office if you have a question or need assistance. Attend meetings and learn from our speakers.

Meet fellow shop owners who can help you find new ways to better your business. Watch the ADALB videos on the Members Only section of our website. Use every resource the association provides. Help us succeed so you can be successful.

If your schedule doesn’t allow for active participation, you can still support the industry and the association through your membership. Join today to provide the financial support the association needs in order to continue advocating on your behalf. I know how important your funds are to your business, but every dollar counts when we are fighting on behalf of the industry. We are the only voice of repairers in the Commonwealth. The association represents your interests and puts your issues in front of key decision makers. If you are not a member, join today and let your voice be heard. Help us represent your interests and stand united with fellow repairers. Be a part of building our industry’s success.

Sincerely,

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

Jillian Zywien

AASP/MA EXECUTIVE DIRECTOR JILLIAN ZYWIEN has been a senior account executive at Lynch Associates for over seven years. She can be reached at (617) 574-0741 or via email at jzywien@aaspma.org.

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[SPONSOR] SPOTLIGHT by Jacquelyn Bauman

More than Just

PAINt With over 130 years in business, PPG is an industry leader for automotive repair businesses nationwide. According to PPG representatives, the company is the number one waterborne paint supplier in the country and provides the best color match on the market with its Envirobase High Performance products.

From the start, PPG has worked to continue to be at the forefront of the industry, focusing on innovation and business development. Although the reach of the company is global, it is its distinctive local touch that helps to set it apart.

As part of their dedication to personal business management, PPG has recently become a sponsor of AASP/MA, an initiative in which Territory Manager Rick Morris firmly believes.

“I’ve seen different groups in the past try to bring the collision repair community together, and it just hasn’t really worked out, but I feel good about AASP/MA,” he says. “They’re organized; they know what they need to do to get things accomplished. And it stands out that they have such a strong belief in training.”

This devotion to training and education is something that PPG and AASP/MA have in common.

“PPG offers training, not just for our products, but for all aspects of running a collision repair business,” Morris explains. “We have classes for administrative training, writing better estimates, how to build better relationships with insurers, customer satisfaction and more. In our Maximum Velocity Performance (MVP)

training program, we teach you everything you need to know to run a shop. A lot of guys can fix a car, but not everyone knows how to run a business. We help out with that, and we see a lot of training opportunities with AASP/MA.” Of course, in a worldwide company such as PPG, it is not always simple to budget money to put towards these kinds of initiatives, but Morris sincerely felt it was something to fight for.

“I had to campaign [from corporate] to be able to sponsor the association,” he notes. “I put my name behind it because I feel strongly about it. I feel that [AASP/MA] is going to get things accomplished.

They’re positive and proactive. AASP/MA has developed strong relationships with legislators and regulators. I believe they have the right support and the right professionals on their side to be successful on behalf of the industry. I believe they have what it takes. Massachusetts was divided, but they brought all of the voices together; that collective voice makes it stronger because you have different points of view brought to the table.”

Overall, Morris is excited about what the future will bring for the relationship between PPG and AASP/MA. “I’m proud of my company and I appreciate what both PPG and the association do individually for the industry,” he says. “It’s not just about donating funds to AASP/MA, but also about becoming partners. I am very happy to be a part of what they're doing and making a difference for the industry.”

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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AASP/MA ASKS YOU TO PLEASE SUPPORT OUR SPONSORS!

AASP/MA NEWSLETTER SPONSOR

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

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MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

PLANNED YEAR

JANUARY

MARCH

January 6 Board of Directors Meeting Statewide Meeting

March 22 Board of Directors Meeting Statewide Meeting

MAY

JUNE

May 13 AASP/MA BBQ

May 24 Board of Directors Meeting Statewide Meeting

Date TBD AASP/MA Golf Outing

JULY

SEPTEMBER

July 26

September 23

Board of Directors Meeting

AASP/MA Clambake

NOVEMBER

September 27 Board of Directors Meeting Statewide Meeting

Date TBD New England Automotive Repair Training & Trade Show Event

For more information, visit aaspma.org or contact Executive Director Jillian Zywien at jzywien@aaspma.org or (617) 574-0741.

November 12

November 15

AASP/MA Casino Night & Annual Meeting

Board of Directors Meeting

Check New England Automotive Report for updated event information throughout the year.

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[LOCAL] NEWS

by Joel Gausten

ADALB DEBAtES MAJoR REgULAtIoN ChANgES

ADALB member Bill Johnson (far left) led a discussion on regulation amendments during the Board’s February meeting in Boston.

the effort to change Massachusetts auto body regulations is moving forward.

Carrying on with the discussion kick-started by Board members Rick Starbard and Lyle Pare at the Board’s previous meeting in January (“ADALB Tackles Biggest Agenda in Years,” NEAR March 2016), the ADALB devoted their February 23 meeting at the Division of Insurance in Boston to a further examination of proposed amendments to 212 CMR 2.00 et seq. This time, Board member and collision repair facility owner Bill Johnson offered an extensive list of suggested changes to 212 CMR 2.04 meant to improve the automotive appraisal and repair processes.

A critical highlight of Johnson’s proposals called for considerable additions to the regulatory requirements for personal inspections and photographs.

These proposed changes to this section (reprinted here without edits) are in bold below: (d) Requirements of Personal Inspection and Photographs. An appraiser, whether representing the insurance company or repair shop shall personally inspect the damaged motor vehicle and shall rely primarily on that personal inspection in making the appraisal. As part of the inspection, the appraiser shall also photograph each of the damaged areas.

Determination of Damage and Cost of Repairs.

The appraiser shall specify all damage attributable to the accident, theft, or other incident in question and shall also specify any unrelated damage. If the insurance appraiser determines that preliminary work or repairs would significantly improve the accuracy of the appraisal, he or she shall authorize the preliminary work or repair with the approval of the claimant and shall complete the appraisal after that work has been done by a registered shop of the claimant’s choice. If the appraiser representing a registered repair shop determines that preliminary work, repairs or partial disassembly would significantly improve the accuracy of the appraisal, then, with the approval of the claimant, he or she shall authorize such preliminary work, repairs or partial disassembly; provided however, that, if there has been a written insurance claim made, then the repair shop appraiser shall first obtain the approval of the insurer before giving such authorization, unless the claimant directs that such work, repair or partial disassembly be made without obtaining the insurer’s approval, the claimant being first informed that they may be held personally responsible for the costs of same and that it may affect the insurer’s obligation to pay the cost of repairs. In all instances, the appraiser shall photograph the damaged areas before authorizing preliminary work, repairs, or partial disassembly. An insurer shall not unreasonably withhold its approval of preliminary work, repair, or partial disassembly.

“It’s rather wordy, but I feel that it’s important to protect the claimant’s right to have a teardown; it’s important to protect the shop’s right for the teardown, and it’s important to protect the insurance company as it relates to payment,” Johnson explained.

Another amendment proposed by Johnson would require an insurance appraiser to personally inspect a damaged vehicle within two business days of a supplement request instead of three.

Starbard, who suggested that it be changed to only one day at the January meeting, reiterated his previous position.

“If it’s two, that really typically means three before somebody comes out,” he said. “That’s three more days of rental [and] three more days of the car sitting in pieces in the shop. Our problems begin on the supplement and how much time it takes to get someone out and get a copy...A lot of times, the car’s rolling out the door before we’ve even seen a copy, so we don’t even know what we’re getting paid for a vehicle that [was] completed and delivered. I’d be in favor of doing all we could to expedite the supplement process.”

Johnson argued that extending the limit to two days would help insurers properly respond to a supplement request received later in the business day.

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[LOCAL] NEWS “So you call up the insurance company at 1pm...Does that mean that’s one day and they need to assign somebody by 5pm that night?” he asked. “I figured the one-day [response time] would just cause a lot of arguments and discussion.”

Pare, an insurance industry member, agreed with Johnson’s reasoning.

“We have schedules that we have to keep for first inspections and supplements,” he said. “One day sometimes just isn’t enough time... If you call me on Monday at 1pm, I can say, ‘I can probably be there Wednesday by 1pm – not a problem.’ But to say, ‘I’ll be there Tuesday by 1pm,’ my next day is usually booked already [by then]...It’s very difficult.”

Originally scheduled for April 26, a special listening session on these and other proposed amendments has been rescheduled for May 4 at 9:30am at the Division of Insurance. The current pre-amendment incarnation of 212 CMR 2.00 et seq is available at

tinyurl.com/hml8fh9. An overview and discussion of Johnson’s complete list of proposed amendments can be viewed in the video of the February 23 meeting in the Members Only section of the AASP/MA website (aaspma.org).

Later in the meeting, shop owner Adam Haddad (Accurate Collision, Worcester) notified the Board that one of his customers received a letter from an insurer stating that Accurate Collision was found in violation of state regulations. Haddad stressed that he was unaware of any such violation or pending complaint against him. After reviewing the letter, ADALB Chairman Gilbert Cox confirmed that there was not a formal complaint currently pending against Haddad and his business.

“I fail to see that it’s something, at this point, that we want to act on..until somebody actually files a complaint,” he said.

Johnson suggested that although the Board was currently unable to address the situation, Haddad might be

able to pursue a case for “corporate malfeasance.” “‘Corporate malfeasance’ is where somebody says something to harm your business,” he explained. “There have been court cases where the person was actually saying true things and they still got found guilty of ‘corporate malfeasance.’”

Starbard echoed Haddad’s concerns over the nature of the letter.

“I, as a shop owner, would have a huge objection to somebody not saying, ‘I allege,’ [but instead] saying, ‘This is a clear violation,’” he shared.

The next ADALB meeting is scheduled for April 19 at the Division of Insurance in Boston. More information on the Board is available at tinyurl.com/hngt b94.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

Important No listening session tice: The ADALB on proposed am endments originally sche duled for April 26 has been rescheduled for May 4 at 9:30a m at the Division of Ins urance in Bosto n.

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[LOCAL] NEWS

NEw ENgLAND PAtRIotS StAR JoINS AASP/MA ShoP IN SUPPoRtINg vEtERAN The Malden location of AASP/MA member business Today’s Collision Repair Center recently participated in the National Auto Body Council’s (NABC) Recycled Rides program, in which the facility refurbished a salvage 2005 Mazda3 Sedan donated by Liberty Mutual Insurance Co. and presented the finished vehicle to Massachusetts Fallen Heroes veteran Zachary O’Grady of Walpole.

O’Grady enlisted in the Marine Corps in 2003 and served two combat deployments to Iraq. During his second deployment, he was next to a car when it exploded (due to a vehicle-borne improvised explosion device), causing significant injury. He was immediately taken out of Iraq and honorably discharged from service in 2007.

“For over 25 years, we’ve made ‘giving back to the community’ part of our corporate culture,”offers Bobby Cobb, co-owner of Today’s Collision and manager of the Malden location. “I’ve always wanted to incorporate the skills and knowledge of our repair team to help others — something we could do as a team. Luckily, we met Linda Sulkala of the National Auto Body Council, who has an entire program established for refurbishing salvage vehicles.

Linda guided us through the entire process, which involves an extensive paperwork procedure.”

“I’m proud to see the Today’s team put the effort in to help someone who gave so much to our country,” adds AASP/MA Board member Kevin Kyes, co-owner of Today’s and manager of the business’ Chelsea location.

“It’s an honor for us to provide something special to Zachary as a small thank you for all he has done.”

Employees at both Today’s Collision Repair and Today’s Auto Service (also in Malden) worked to repair the Mazda with donated parts and services of local companies Mazda Gallery, Superior Tire, Rimpro, Keystone Automotive, Axalta, Rainbow Supplies, Enterprise Rent-A-Car and Stephen’s Towing.

The shop also had a guest worker: Rob Ninkovich, New England Patriots #50. Ninkovich, who has taken his own car to Today’s for repairs, donated his time over several visits to the Malden shop to help complete the bodywork.

“It was great to be able to help work on this car with Bobby and the team at Today’s Collision,” Ninkovich said.

“I love cars anyway, so it was an honor to help contribute

The Today’s team with Rob Ninkovich and Zachary O’Grady (photo by 13Photography)

Zachary O'Grady takes the keys. (Photo by Paul Hammersley)

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A glimpse of the car before the repair

Left to right: Kevin Kyes (Today’s Collision), Malden Mayor Gary Christenson, Bobby Cobb (Today’s Collision), Linda Sulkala (National Auto Body Council), Mubbin Rabbani (Liberty Mutual Insurance Company), Chris Lessard (Massachusetts Fallen Heroes), Rob Ninkovich (New England Patriots) and Zachary O’Grady (veteran and car recipient) (photo by 13Photography)

to a worthy cause for a more-than-deserving man and learn a few things at the same time.”

Malden Mayor Gary Christenson presided over the Recycled Rides event, in which the keys to the refurbished Mazda were formally passed from Liberty Mutual Insurance Co. to NABC, Today’s Collision, Rob Ninkovich, Massachusetts Fallen Heroes and finally O’Grady. This was the first Recycled Rides vehicle donated for both Today’s Collision Repair Centers and Liberty Mutual Insurance Co. Today’s has posted photos of the event on its Facebook page (facebook.com/todaysCollision).

With locations in Chelsea and Malden, Today’s Collision has been repairing all makes and models of import and domestic vehicles since 1989. The crews at both locations pride themselves on delivering superior customer service, setting them apart from the competition with outstanding customer reviews and recommendations. Highend vehicles such as BMW, Honda, Land Rover, MINI Cooper, Mercedes-Benz and Porsche leave in flawless condition thanks to Today’s’ certified technicians and state-of-the-art facilities, technology and equipment. More information on the shops is available at todaysCollision.com.

Since its inception in 2007, the National Auto Body Council’s trademarked Recycled Rides program has

Rob Ninkovich of the New England Patriots pitched in to help.

The finished Recycled Ride (photo by Paul Hammersley)

donated close to 1,000 vehicles to individuals and service organizations in local communities throughout the country.

Thanks to the collaboration between insurers, repairers, paint suppliers, parts vendors and your occasional Super Bowl champion, the NABC continues to enhance the lives of thousands who have received vehicles or benefited from the services provided by nonprofit organizations that have been recipients of Recycled Rides.

Massachusetts Fallen Heroes is a multifaceted organization that memorializes the fallen by creating a permanent public tribute and provides advocacy services for local veterans and families of those lost serving in the Global War on Terrorism since 2001. Headquartered in Boston, Massachusetts Fallen Heroes was established in 2010 by Boston firefighters, local veterans, Gold Star families, police officers and other patriotic citizens. Massachusetts Fallen Heroes is comprised of a group of veterans and Gold Star family members who have experienced the hardships of war firsthand and understand that its impact does not end with a service member’s return home. Massachusetts Fallen Heroes also understands the enduring impact on those families who did not have a loved one come back.

More information on the organization is available at massfallenheroes.org.

If you are a shop that would like to participate in the Recycled Rides Program, please contact Linda Sulkala at the NABC at linsulkala@msn.com.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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22 April 2016

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New England Automotive Report

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Original BMW Parts

www.bmwusa.com

The Ultimate Driving Machine®

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.

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BMW of Cape Cod 500 Yarmouth Road Hyannis, MA 02601 PH: 508-815-5500 FAX: 508-790-3551 www.bmwofcapecod.com

Wagner BMW of Shrewsbury 770 Boston Turnpike Shrewsbury, MA 01545-3202 PH: 866-438-3997 FAX: 508-925-2291 www.wagnerbmwofshrewsbury.com

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[NATIONAL] NEWS

by Joel Gausten

DEALER BoDy ShoP LoSES $438K IMPRoPER REPAIR CASE Never let a repaired vehicle leave your facility in unsafe condition.

This was the lesson recently learned by Rick Hendrick City Chevrolet in Charlotte, NC, who was ordered to pay $438,263.66 in treble damages, legal fees and interest for the improper repair of a Land Rover LR3 owned

by Plaintiff Benjamin Ridley. The jury in the case found that City Chevrolet represented to Ridley that the automobile was fixed when they knew (or should have known) that it was not repaired completely or properly.

An inside look into Ridley’s ordeal is available in an eye-opening seven-minute video (available online at tinyurl.com/zum9a4o) produced by K&M Collision in Hickory, NC, who performed post-repair inspections on the vehicle.

“One of the biggest concerns [Ridley] had is that if he held his steering wheel straight, the vehicle didn’t go down the road straight,” explains Michael Bradshaw, K&M Collision operations manager, at the start of the video. Ridley adds that he heard “obvious metal-onmetal” sounds whenever his repaired vehicle went over potholes or bumps in the road.

Once the Land Rover was at the shop, Bradshaw uncovered “major issues” with the previous facility’s work.

Although Ridley says he was given assurances that his vehicle did not sustain frame damage in the collision, the video reveals tears and re-weld attempts. It is clear by the video that his Land Rover should have been deemed a total loss.

“The front structure of the vehicle had shifted pretty significantly to the right,” notes Bradshaw. “When you’ve got a structure that is not aligned properly or bent, everything changes. The way it crushes in an accident changes, which sets off a chain reaction of events that ultimately affect how the airbags may or may not deploy. You could have a situation where the airbags deploy too soon; you [could] have a situation where the airbags may deploy too late. The vehicle’s no longer within the manufacturer’s guidelines of what’s

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acceptable, so no one knows how it’s going to perform in an accident.”

In addition to Bradshaw, the Land Rover was postrepair inspected by Belmont, NC-based industry expect Billy Walkowiak (Collision Safety Consultants), who noticed considerable problems with the vehicle’s hood gaps as soon as he set eyes on the job.

“On the driver’s side, I could literally stick my fingers up to the first knuckle up the hood; on the passenger’s side, I couldn’t get a fingernail under the hood,” he says. “The second thing that struck me was the paint lines. They didn’t take the bumper off to paint; they painted it on the car. If someone is skimping on quality that you can walk right up on and see, then you pretty much know that stuff that is hidden to the general consumer is probably going to be worse.”

Things did get worse once Walkowiak looked up at the vehicle under the lift.

“The previous shop tried to repair a suspension part,” he explains. “I-CAR and Land Rover both state that suspension parts cannot be repaired; they must be replaced.”

In Walkowiak’s mind, the Rick Hendrick case serves as a reminder that every professional auto body shop owner/manager needs to stay on top of the work leaving his or her business.

“Instead of fighting post-collision repair inspections and inspectors, embrace them,” he suggests. “Ask those inspectors what you can do to improve quality control.

And when you get a phone call from a post-repair inspector who tells you that you have a problem, instead of puffing your chest out, talk to the guy. In most cases when we find a bad repair, we call the shop and tell them what’s going on and give them an opportunity to look at what they did wrong.”

Closer to home, AASP/MA Secretary Gary Cloutier (Cloot’s Auto Body, Westfield) is stunned that this dealership body shop would allow work of such questionable quality to return to the road.

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“It’s not as though it’s some little fly-by-night body shop or a small shop like mine that doesn’t have the money to pay to train new help,” he says. “They are a multimillion-dollar facility, and this is the kind of work they did? Really?”

In order to ensure that his business doesn’t find itself in a similar legal situation, Cloutier insists on performing repairs based on OEM recommendations – even if outside parties sometimes take issue with this choice.

“You get those appraisers who say, ‘Oh, you don’t need to do that,’” he observes. “We had one recently who wrote a vehicle for a used quarter panel. I said, ‘I don’t put used quarter panels on anybody’s car.

You’re not paying [me] enough money to do it to begin with, and I have to do the job twice. Not only do I have to take the quarter panel off the car that’s damaged, but I have to be like a brain surgeon and try to take the donor quarter panel and separate it without completely destroying it before I put it on this car, because you want to save money. I’m not doing it.’”

As more shops in the Commonwealth work to maintain a reasonable profit under the current Labor Rate, Cloutier believes that present conditions could lead shops to cut corners – and put their customers’ safety and the reputation of the entire industry at risk.

“There are dishonest shops out there,” he says. “I’ve said to more than one appraiser, ‘Look, you know who the guys are who are lying to you. They tell you they’re going to put a quarter on, and the minute you walk out the door, they start straightening it. I’m not one of those shops. If you know who those shops are, then you watch them like a hawk. If I tell continued on pg. 54 *Schedule subject to change.

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

why I woN’t BE BUyINg CAR INSURANCE FRoM JUSt ANy INSURER

I recently had problems dealing with a particular insurer on a third-party rental claim, and it convinced me that this company would never be my insurer.

Perhaps the problems that I had are now common within the industry. Those of you in the collision repair business who deal with insurers on a daily basis may tell me that what I experienced could have occurred with any insurance company. Even though I represent many body shops and consumers in disputes with carriers, it is (thankfully) rare that I have to deal with an insurer for my own claim. However, when I do have a claim, it gives me insight as to what is currently really happening in the industry. hERE’S My StoRy Last month, someone sideswiped my car while it was parked in the lot of my office building. The operator had driven off without making it known that he had hit my car.

Luckily, there was a contractor doing work next door who saw what happened and wrote down the other car’s plate number.

I have collision coverage on my car, with a “waiver of deductible” option. This means that I am not responsible for payment of my deductible when I make a collision claim against my own insurer, if I fit into one of four statutory categories: 1) I have a court judgment against someone determined by the court to have been responsible in “tort” for my damages – i.e., the person negligently, intentionally or recklessly caused damage to my car.

2) My parked car was hit by someone else – which is what happened to me.

3) I was rear-ended.

4) I was hit by someone who was convicted of driving under the influence of alcohol or drugs, driving the wrong way on a one-way street, speeding or of any similar offense.

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However, in order for the insurer to waive payment of my deductible for all of these categories, the other operator has to be “another identified person.” If I don’t know who hit me, I am responsible for my deductible. Since the contractor had written down the plate number, I was able to find the offender, who then admitted what happened and reported the claim to his insurer. As a result, I did not have to pay my deductible. (I bought the contractor a gift certificate at a local restaurant to thank him.)

While I chose to make a collision claim against my own insurer (not the same as the person who hit me), I did decide to also make a claim against the other insurer for substitute transportation coverage.

It all started relatively well. Before bringing my car in for repair, I called the company’s claims department. After plowing through several phone button options, I got to someone who seemed knowledgeable. This person was able to pull up the claim on their computer screen and acknowledged that the insured had admitted liability. They gave me the name of the adjuster handling the claim and told me to fax them my appraisal, so that they could set up the claim for a certain number of days for a rental vehicle.

They said they would direct bill the rental company – but only if I agreed to use their preferred rental company.

I had nothing against that company, but I was not pleased that I was being coerced to use them. I could choose another rental company, but if I did, then I would have to pay out of pocket and subsequently make a claim for reimbursement from the insurer. I gave in to the steering and used their choice.

When I got the rental, the company told me that the direct billing had not yet been set up, but that it should not be a problem. Several days into the repair, however, they gave me a call. A different adjuster was giving them problems with the direct billing, claiming it was because I had not yet given the insurer a statement as to what happened.

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Of course, no one from the insurer had contacted me to make a statement, nor did I see why that was necessary, since the insured had admitted that he had hit my parked car.

I tried calling the adjuster with whom the rental company was dealing. When she did not return my call, I called again the next day. When she did not return my second call, I called the adjuster whose name I had been originally given. That person looked at the claim, then told me that this company did not allow direct bills on third-party rental claims, and that I had to talk to the person who had not returned my calls. I was outraged and asked to speak with a supervisor. I was quickly transferred to the other adjuster’s voicemail instead. I called back once more and was not able to reach either adjuster. Instead, I spoke to a random third adjuster, who also told me that the company did not allow direct bills on third-party claims. That person did, however, put me through to a supervisor.

When I spoke to the supervisor, I had already wasted about an hour on the phone. She started by telling me that they did not direct bill on third-party rental claims, but after much discussion, she did find my explanation to be credible (particularly when she found my original fax cover sheet that I had sent with my appraisal). On the cover sheet, I had set out in detail what I had originally been told, and that I was specifically confirming that the rental company would

direct bill the insurer for my rental. (Of course, the fact that the cover sheet was on our law firm letterhead may have had some effect, too.) Finally, the supervisor begrudgingly agreed to what I had been told originally and approved a direct bill. whAt I LEARNED Based on my experience, I learned that I could not trust this insurer to act in anything other than an unfair and deceptive manner when settling claims, even for a claim in which its insured was clearly liable. Getting the insurer to do what was promised turned out to be a frustrating and time-consuming task, even for a lawyer who has familiarity with the way that auto damage claims are handled in Massachusetts. What would have happened with the average claimant without such knowledge? It makes you wonder if this is just individual to this insurer or if there’s something bigger going on…

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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

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by Joel Gausten There is a lot going on in classrooms across the Commonwealth.

From a growing need for new instructors to a major financial project from industry leaders, the modern landscape of automotive education in Massachusetts is in a state of constant change. On the positive side, AASP/MA recently stepped up its ongoing support of tomorrow’s workforce by creating the SkillsUSA National Leadership and Skills Conference Scholarship.

The Scholarship is intended to provide financial support to collision students attending the SkillsUSA National Leadership and Skills Conference being held June 20-24 in Louisville, KY. The award is open to qualifying students enrolled in collision repair at participating vocational high schools in Massachusetts. The individual awards will be based on the number

of overall applicants. An eligible candidate must be a high school senior or full-time student in an accredited vocational or technical school, enrolled in automotive collision repair, scheduled to attend the SkillsUSA Leadership and Skills Conference, be pursuing a career in collision repair and have a completed application with a letter of recommendation from his or her instructor. Students must provide a certified copy of their complete high school scholastic record (Grades 9-12) and also prepare and submit a brief essay of 500 words or less telling the association about their experience in the collision program at their school and the career path they desire in the industry.

Recipients will be awarded the Scholarships at the May 24 AASP/MA Statewide Meeting, to be held in the Western Massachusetts area.

According to AASP/MA President Molly Brodeur, the New England Automotive Report

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Scholarship is the result of direct input received from the automotive educators who attended last year’s Vocational Roundtable at Assabet Valley Regional Technical High School in Marlboro (“AASP/MA Hosts Vocational Grant Ceremony & Roundtable,” NEAR May 2015).

“We had great participation; there were more than a dozen schools in attendance,” she says. “The overwhelming response we got last year was that schools really felt like they would love to be able to help students who qualify for Nationals, but who might be underprivileged [or] who might not have access to funds to be able to get themselves there. They felt as though having access to some of this money would help them get some of the most promising students to compete at a higher level and hopefully reinforce the interest that they may have in the trade. It typically falls on the students to have to provide the funds to get themselves to Nationals, so we all agreed on the Board level that this made sense for this year.”

Since becoming president of the association, Brodeur has regularly traveled to vocational schools throughout the state to get an inside look into which collision repair programs are thriving and which ones could use some help. While she has been introduced to some fantastic, forwarding-thinking scenes, Brodeur has also encountered a number of cash-strapped educational environments “almost forced into having to be live production facilities focusing more on turning out work” to keep the program alive.

“The thing that surprised me the most was how many programs have to almost fund themselves,” she reveals.

In addition to facing monetary malaise, many vocational school auto body programs are seeing their instructors reaching retirement age – with no clear sign of who might replace them. At the same time, the days of an experienced shop owner or repairer walking into a school and immediately teaching students are over. For the past several years, the state’s education field has been shaped by the Massachusetts Tests for Educator Licensure (MTEL) program, a Department of Education initiative that tests the communication, literacy and subject matter skills of educators seeking Pre-Kindergarten to Grade 12 licenses. While this looks great on paper, the unintended consequences of the effort are impossible to ignore.

“I’ve heard stories of vo-tech instructors who have taken the MTEL multiple times and not been able to pass it; therefore, they can’t teach,” Brodeur explains. “While I fully understand, support and embrace MTEL testing for folks who are teaching academics at the school, I don’t necessarily believe that this level of testing is necessary for a trade teacher. It’s posing a real roadblock for folks wanting to take that leap into becoming an instructor.”

Brodeur is not alone in her concern.

“We’re losing some good teachers for not being able to pass these tests,” offers Ken Stukonis, auto body instructor at Assabet Valley. “Others are so intimidated that they’re not going to try that [test].”

At the time of this writing, Stukonis knew of five teachers in Massachusetts who planned to retire within the next five years. With a fellow instructor at his own program set to move

on in the not-too-distant future, Stukonis is fully aware of the obstacles facing those who want to consider the educational arena as a career. When asked what general skills an entrylevel instructor needs to possess, he stressed that modern teachers need to understand that what worked in the industry in the past won’t fly in the future.

“Kids are smarter than they were 20 years ago,” he says.

“They are book-smarter, computer-smarter and a lot savvier.

But the thing is, they didn’t build tree houses [growing up]; they didn’t work on their bikes. They don’t have a lot of the common sentient skills and just rip things apart; they think everything through before they do it...These kids are going to thrive if you take advantage of that technical knowledge instead of thinking they’re just going to go out there and rip apart cars...Ten years ago, if I gave a CCC computer to a kid [for] an estimate, they would have probably thrown it on the ground and stomped on it!”

After 10 years as a professional auto body instructor (and six years in that position at Montachusett Regional Vocational Technical School in Fitchburg), David Lelievre has seen a steady decline in the number of teachers entering his field. He places at least some of the blame for the dilemma on an increased emphasis on academic standards in selecting new teachers.

“It’s getting worse because it’s a lot harder getting your teaching license now,” he shares. “I worked with a guy for two years who couldn’t pass an English test, so he wasn’t re-hired the third year. We hired him, and he was given a waiver to give him a couple years to pass the test, but he had a hard time doing that. To me, that was a real shame, because it’s hard finding people who have the temperament to work with students and the skills in the trade.”

While Lelievre stresses that he understands and appreciates the goals of the current academic testing (and was already in the school system before the current test structure was established), he feels that it could present roadblocks for auto body industry pros who are long on experience but short on book learning.

“Any industry that’s a hard trade like this requires a different skill set,” he says. “You don’t necessarily have to be an English major to teach this. I went right from high school to the industry, and that’s where I stayed for 15 years. To have to go back to college and take a written test is difficult for a lot of people. You can’t get your teacher’s license until you have seven years’ experience – and now you have to go to college.

We have a lot of the same criteria that some of the academic teachers have.”

Additionally, he sees I-CAR as a better barometer than ASE in determining an auto body instructor’s skills on the shop floor.

“The mandatory ASE certification is auto mechanicsbased; I-CAR training would be much more relevant to our trade,” he argues. “I have never needed ASE certifications in the collision side of repairing vehicles until I started teaching.”

One area of expertise that Lelievre believes that everyone entering the field should have is handling the various personalities sitting behind the desks or standing over the

The days of an experienced shop owner or repairer walking into a school and immediately teaching students are over.

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training vehicles.

“We have the straight-A students, and we also have the kids with severe learning disabilities all in the same classroom,” he says. “It’s not like on the academic side, where the students are separated.”

This was exactly the kind of challenge that Mike Forhan, Lelievre’s fellow instructor at Monty Tech, geared himself up for when he started teaching at the school 18 months ago. At 33, he represents the next wave of educators who will be driving the industry forward in the years to come. In his mind, finding success as an instructor comes down to recognizing each student’s unique talents and needs.

“I think you need to identify each student and his or her capabilities up front and try to determine what that person’s mechanical aptitude is right away,” he offers. “If you can do that, it will help you teach them going forward. However, if you try to teach every student with a blanket class and try to throw everything at them at once, a good third of what you’re saying will fall on deaf ears.”

Like some other instructors already in the field, Forhan is concerned that current licensing criteria could drive away educators with the social skills needed to work with and inspire an ever-evolving student base.

“There is a lot of testing that’s involved,” he says. “It proves to be a hurdle for even some of the most skilled technicians.”

Despite maneuvering an increasingly rocky road, current vocational educators are determined to move forward. Assabet Valley Technical Director Russ Mangsen is one of many who is unwilling to lose hope for the future, instead devoting his

efforts to encouraging new instructors to pursue lasting and meaningful careers.

“I get phone calls on a regular basis from people, whether it be [for] auto collision or another program, who say, ‘I have some interest in becoming a teacher. How do I get there?’” he explains. “Well, come and meet with me. I’ll sit down, have a conversation with you and take you to the Department of Education’s website and guide you through the steps that go along with it. I think that nurturing piece is critical for individuals who are thinking, ‘Gee, I always wished I could do this, but I don’t know how to get there.’”

“You have to feel supported in these types of jobs,” adds Stukonis. “When you feel supported, you’ll be fine. It’s the best job in the world.”

Ultimately, it will take a joint effort between instructors, vocational directors and industry members to ensure that Massachusetts auto body programs continue to have the people and resources necessary to survive.

As Brodeur says, “If you don’t have instructors, you don’t have a program.”

The deadline to apply for the SkillsUSA National Leadership and Skills Conference Scholarship is April 18; complete rules and an application form are available by contacting AASP/MA at (617) 574-0741. More information on the Massachusetts Tests for Educator Licensure (MTEL) program is available at doe.mass.edu/mtel. Ken Stukonis asks anyone interested in a possible career as an educator at Assabet Valley Regional Technical High School to contact him at kstukonis@assabet.org or (508) 485-9430 ext. 2828.

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[TECH] CORNER

by Jacquelyn Bauman

gALvANIC CoRRoSIoN: WhAT YoU NEEd To KNoW If aluminum-intensive vehicles have been in your shop, you might already know about galvanic corrosion.

If you’re still in the process of prepping your business for this type of work, this is something to watch out for.

Galvanic corrosion is when one metal corrodes another. It happens when two dissimilar metals interact through a conductor (usually water or salt). In a shop that deals with a variety of metals, one of the most common occurrences of galvanic corrosion is when steel dust comes in contact with aluminum, which can slowly cause the body of the car you’re trying to fix to produce a white powdery substance, bubble the paint and deteriorate the aluminum.

Even if you have dedicated tools for aluminum and steel (which you should), this crosscontamination can happen in a number of different places at your business. One Massachusetts shop owner recalls an issue in his facility.

“We did the repairs on the car in the aluminum bay and had to take it into the paint booth, which we have located near where we do steel repairs,” he explains. “We covered the car in the designated aluminum area, moved it through the shop and only uncovered it when it was in the paint booth, which we had cleaned thoroughly beforehand. A couple of weeks later, I got a call from the customer saying that the paint on her driver’s side door was starting to bubble. We had gotten cross-contaminated in the paint booth and sealed the steel dust under the paint.”

“People don’t realize how often galvanic corrosion occurs,” says Hutchins Manufacturing National Sales Manager Glen Bresnahan. “It’s an increasing problem that shops need to head off at the pass. In 2012, the Federal Highway Administration released [a report] that the transportation industry spent approximately $50 billion repairing damage by corrosion. That was four years ago; as far as I’ve seen, that number probably hasn’t gotten any smaller.”

Some of the most important places to look for signs of galvanic corrosion are in welds, seams, hinges and fasteners – anywhere two different metals might be coming into contact. If you catch any paint blistering, cracking, roughening of the surface, lifting or peeling, inspect for corrosion. Here are some tips to prevent future galvanic corrosion from happening in your shop: Be vigilant in keeping tools for aluminum and steel separate.

Use a barrier protector such as a synthetic fastener, nylon washers, polyethylene tape or a liquid barrier.

Protect areas with connecting dissimilar metals with coatings, such as a zinc-rich primer.

“Galvanic corrosion isn’t the only type of corrosion that shops need to look out for on aluminum,” reminds Kaiser Aluminum Engineering and Technology Vice President Doug Richman. “There’s also crevice corrosion, which occurs with similar metals like aluminum on aluminum, and filiform corrosion, which happens with damaged coating. A lot of the time, other types of corrosion end up misclassified as galvanic. But regardless of the type of corrosion, people need to recognize that most kinds of aluminum alloy metals are relatively resistant. You’re not going to a see a rotted-through hole in aluminum. If the proper practices are in place, there shouldn’t be a problem.”

REMEMBER, gALvANIC CoRRoSIoN CANNot BE REvERSED, So thE BESt BEt IS PREvENtIoN. MASSACHUSETTS

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[MEMBER SHOP] SPOTLIGHT

DISCOUNT AUTO At 71 years old, most people in the industry are looking towards retirement. Yet for Manny DeMiranda of Discount Auto in Wareham, there aren’t any signs of slowing down.

With over five decades of experience under his belt, DeMiranda can still be seen rolling around the shop getting dirty… and we do mean rolling.

Whether inside the shop or outside in his spare time, DeMiranda enjoys riding his Ninebot One one-wheel Segway around.

“It goes 17 miles per hour,” he says. “I ride it every day.”

And DeMiranda riding a motorized uni-wheel scooter around the shop is not the only thing that sets Discount Auto apart from other businesses.

“We have an 8,000-square-foot facility and we’re all leveled up,” he states. “We have three frame machines, a spray booth and a brand-new booth going in soon that gets to 162 degrees. You can bake the car, let it cool for 30 minutes and then start buffing. It’s great.”

This readiness with regard to equipment is especially important for Discount Auto, as DeMiranda notes that there is no shortage of work for his shop. However, he does point out that despite the amount of jobs coming into his bays, saving money has been one of the biggest challenges.

Between one of the lowest Labor Rates in the country plaguing the Commonwealth and the constant need to evolve and stay at the forefront of the industry, DeMiranda

by Jacquelyn Bauman

cites a lack of sufficient funds for saving as one of the things he finds most difficult about this field.

But even when there is little to be saved, DeMiranda uses what he can to give to the less fortunate. At the time of this writing, he had just returned from a trip to an island off the coast of Senegal, near the country of his heritage, Cape Verde, to help the poor in the area.

Recently, DeMiranda decided to join AASP/MA in order to help out the state of the automotive industry in Massachusetts.

“One day, someone came into my shop to tell me all about the association and what it does for repairers in my state,” he explains. “I liked what he had to say, so I joined. And now, here I am.”

While he never thought much about the concept of fighting for the automotive repair industry through the legal system before joining the association, it has now become one of the points that he most appreciates.

“Something has to be done to better our field,” he expresses. “We’re all having the same problems out here – it’s not a coincidence or a fluke. There’s a system in place that keeps us down, and it needs to be dismantled. I really like that AASP/MA is bringing legislation on our behalf to legislators.

It seems to me to be the best way to get anything done.”

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2016 MEMBERSHIP APPLICATION MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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

*** PLEASE tyPE oR PRINt LEgIBLy *** Primary Contact Name: ________________________________________________________________________________________________ Business Name: ______________________________________________________________________________________________________ Street Address ________________________________________________________________________________________________________ Street

City

State

Zip

Mailing Address ______________________________________________________________________________________________________ City

Street

Phone Number ( E-mail Address

)____________________________________ Fax Number (

State

Zip

) __________________________________________

________________________________________ Web Site Address ____________________________________________

MEMBERSHIP TYPE (check one) Collision Repair Shop

ACCOUNTS PAYABLE CONTACT: Name: __________________________________________________

Mechanical Repair Shop

Phone Number: __________________________________________

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[NATIONAL] NEWS continued from pg. 27

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you I’m going to do something, I’m going to do something – but I expect to be paid for it, too.

“When it’s been done blatantly to rip off the customer, then I have no mercy for that shop whatsoever,” he adds. “That’s the kind of shop that give us all a black eye.”

Not surprisingly, Bradshaw believes that vehicle owners should go into any repair with their eyes open.

As he says in the video, “I think all consumers should have every vehicle post-repair inspected after any type of major repairs.”

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AUT M TIVE AD INDEX Allen Mello Chrysler Dodge Jeep Ram ......11 Audi Group ....................................................25 Audi Shrewsbury ..........................................39 Axalta Coating Systems ..................................4 Bald Hill Chrysler Jeep Dodge Ram..............8

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

Balise Wholesale Parts Express ....................43 Baystate Chrysler/Jeep/Dodge ..................19 Best Chevrolet/Best CDJR..........................IFC BMW Group ..............................................22-23 BMW/Mini of Warwick ................................33 Clay Subaru ....................................................37 Colonial Auto Group ....................................32 Database Enhancement Gateway ................24 Empire Auto Parts..........................................27 Enterprise ........................................................31 First Chrysler-Dodge-Jeep-Ram ..................45 First Ford ........................................................45 First Hyundai..................................................45 Ford Group ....................................................40 Honda Group..................................................44 Hyundai Group ................................................9 Imperial Ford ..................................................40 Infiniti of Norwood........................................34 Ira Group....................................................12-13 Kelly Automotive Group............................IBC Kia Group........................................................46 Linder’s, Inc. ..................................................54 Long Automotive Group ..........................OBC Mazda Group..................................................38 Mercedes-Benz of Shrewsbury ....................39 Mopar Group..................................................41 Nissan Group..................................................53 PPG ....................................................................3 Robertsons GMC Truck ................................48 Sarat Ford Lincoln..........................................51 Sentry Group ..................................................18 Steck ................................................................51 Subaru Group............................................28-29 Tasca Group ......................................................6 Toyota Group..................................................50 Village Auto Group........................................47 VW Group ......................................................52 Wagner BMW of Shrewsbury ......................39 Wagner Kia of Shrewsbury ..........................39 Wellesley Toyota/Scion ................................45 Wheel Collision Center ................................27

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