New England Automotive Report October 2017

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October 2017 U.S.A. $5.95

Serving the New England Collision and Mechanical Repair Industry

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

Getting Ready

for sema The Realities of OEM Repair Information www.grecopublishing.com

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We provide the highest level of customer-friendly service through our knowledgeable and helpful personnel!

WE WANT TO

EARN YOUR BUSINESS!

• We carry over $2,000,000 in collision & mechanical parts • Daily UPS shipping available

COLONIAL NISSAN 104 Mystic Avenue Medford, MA. 02155 Phone Number: 781-395-3025 FAX Number: 781-395-4863

COLONIAL HONDA OF DARTMOUTH 225 State Road (Rte. 6) Dartmouth, MA. 02747 Parts Direct: 508-997-2919 FAX Number: 508-730-6578

CITY SIDE SUBARU 790 Pleasant Street Belmont, MA. 02478 Phone Number: 617-826-5005 FAX Number: 617-489-0733

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

NORTH END SUBARU 757 Chase Road (Rte. 13) Lunenburg, MA. 01462 Phone Number: 800-548-8887 FAX Number: 978-582-9843

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

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COLONIAL BUICK - GMC 66 Galen Street Watertown, MA. 02472 Phone Number: 888-560-5337 FAX Number: 617-489-6875

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

COLONIAL VOLKSWAGEN COLONIAL SOUTH CHEVROLET 361 State Road (Rte. 6) 89 Turnpike Road (Rte. 9) Dartmouth, MA. 02747 Westborough, MA. 01581 Phone Number: 508-996-6266 Phone Number: 888-322-6570 FAX Number: 508-979-1219 FAX Number: 508-616-0445

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

COLONIAL CHEVROLET 171 Great Road Acton, MA. 01720 Phone Number: 800-787-2787 FAX Number: 978-263-8587

COLONIAL WEST CHEVROLET 314 John Fitch Highway Fitchburg, MA. 01420 Phone Number: 978-345-5532 FAX Number: 978-345-1152

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

Place any order online with our parts order form at www.buycolonial.com

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2017 AASP/MA No-Clam Clambake Friday, October 27 5:45pm to 11pm Polish American Club 139 Southwick St., Feeding Hills, MA Featuring a complete steak dinner with clam chowder

Tickets are $30 (Registration Deadline October 23)

AASP/MA is sponsoring our Annual No-Clam Clambake.

We have several sponsorship options available and would welcome multiple sponsors for each category. For more information, please call (617) 574-0741 as soon as possible, but certainly no later than October 20.

Sorry, but we cannot guarantee that your sponsorship or raffle prize will be printed in the brochure if we don’t hear from you by October 20.

SPONSORSHIPS AVAILABLE Gold Sponsor ($500) • Company name/logo on all publicity • Company logo on cover of the prize brochure • You banner displayed on the wall • Two complimentary No-Clam Clambake tickets

Silver Sponsor ($300) • Company name listed in the prize brochure • Your banner displayed on the wall • Live expression of gratitude • One complimentary No-Clam Clambake ticket

Bronze Sponsor ($200) • Your banner displayed on the wall • Live expression of gratitude • Company name listed in the prize brochure

Shop Owner Sponsorship • Donate a gift and we will draw one name from all the shop owners in attendance. Items in the past have included a masking machine, a laser fax/copier, a spray gun, an insulated coverall, an RMC subscription, I-CAR classes and a basket of supplies. Or...donate approximately 35 items and present your gift personally to each shop owner.

• Live expression of gratitude • Company name listed in a category in the prize brochure

General Raffle Prize Donate a raffle prize or two and your company will be listed in the prize brochure. In years past, companies have donated items such as gas grills, copy machines, golf bags, apparel, coolers, gift certificates to restaurants and stores, car cleaning kits, etc. All donations will be labeled to announce your support of AASP/MA.

For more information, please call (617) 574-0741 or email Colleen: ckane@aaspma.org Jillian: jzywien@aaspma.org

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October 2017 • Volume 15, No. 10

CONTENTS

DEPARTMENTS

FEATURES

PRESIDENT’S MESSAGE by Molly Brodeur 8 | Making a Grand Gesture - of Any Size

ASK MIKE 18 | How can OEM-certified shops balance their obligations to the manufacturers while also dealing with insurers?

SEMA PREVIEW by Kristen Dalli 23 | Getting Ready for SEMA: CIC, Sponsors and the Summit

NATIONAL FEATURE by Tom Slear 28 | Are Autonomous Cars a Real Threat to the Industry?

“It Ain’t Ever Driving Me Nowhere” Maybe, Maybe Not Part 1 of a 2-Part Series

LEGAL PERSPECTIVE by James Castleman, Esq. 33 | First Party Claim - Third Party Rental

TECHNICAL FEATURE by Larry Montanez III, CDA 38 | The Realities of OEM Repair Information

ALSO THIS ISSUE 10 | A MESSAGE FROM THE EXECUTIVE DIRECTOR 11 | AASP/MA MEMBERSHIP APPLICATION 13 | TRAINING OPPORTUNITIES: I-CAR CALENDAR OF EVENTS 13 | AASP/MA SPONSOR INFO 50 | AASP/MA CLASSIFIED FORM

COVER STORY

50 | FOR SALE

Frustrations & Solutions: Navigating the OEM Repair Maze

54 | INDEX OF ADVERTISERS

by Joel Gausten

44 |

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PRESIDENT’S MESSAGE

MAKING A GRAND GESTURE OF ANY SIZE MOLLY BRODEUR

At the time of this writing, many in the collision repair industry are facing the effects of Hurricanes Harvey and Irma.

While we are only seeing the damages of these storms on our TV screens or in pictures and videos online here in Massachusetts, many throughout the industry are experiencing it firsthand. Because of the tragedy hitting states like Texas and Florida right now, I wanted to dedicate this message to the ways all of us in the association can do our part and help our fellow collision repairers who are suffering.

Chuck Sulkala (executive director of the National Auto Body Council) recently wrote a call to action for the industry, and his message is one I am urging all of us to participate in.

His goal is simple: He wants to make a Grand Gesture. Sulkala himself donated $1,000 to the Collision Industry Foundation (CIF), an organization he has worked with since Hurricane Katrina in 2005 that donates tools and other basic necessities in hopes of bringing some normalcy back to the lives of the hurricane victims. Now, he wants the rest of the industry to join together in showing our support of these relief efforts. Through donations to CIF, collision repairers affected by these disasters can get the supplies and resources they need to start rebuilding.

It doesn’t matter how big or small your business is, or the size of the donation. Right now, people in our industry need our N

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help in any way we can give it. The people affected most by these storms have lost their livelihoods; anything you can give can help make a difference. As an association, and as members of this industry, it is important to step up and help those who need it most.

The easiest way to get involved or make a donation is by visiting collisionindustryfoundation.org. CIF has been at the forefront when it comes to assisting repair professionals whose lives have been hit by catastrophe. Their website not only allows you to make a donation or offer your assistance directly on their homepage, but they are also affiliated with AmazonSmile.

Designating CIF as your charity of choice when shopping on smile.amazon.com is another way to help collision repairers living through the aftermath of this devastation.

It’s no easy feat to rebuild after storms of such great magnitude, and that’s why Chuck’s message is one to remember. It’s all about doing the right thing for the right reasons. I hope you all can make a Grand Gesture for those who need it most.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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

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D

AUT M TIVE 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

Kristen Dalli - kristen@grecopublishing.com

EDITORIAL DIRECTOR

PRODUCTION

Joel Gausten - joel@grecopublishing.com

Donna Greco - donna@grecopublishing.com

PRESIDENT Molly Brodeur VICE PRESIDENT Adam Ioakim SECRETARY Ray Belsito, Jr. TREASURER

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

Kevin Gallerani IMMEDIATE PAST PRESIDENT Paul Hendricks

AASP/MA STATEWIDE DIRECTORS COLLISION DIRECTOR Rick Starbard 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 © 2017 by Thomas Greco Publishing, Inc. Images courtesy of www.istockphoto.com

AASP/MA DIRECTORS Darlene Andrade Matthew Ciaschini

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

Gary Cloutier

AASP/MA EXECUTIVE DIRECTOR

Alex Falzone

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

Joshua Fuller Kevin Kyes Peter Langone

WWW.AASPMA.ORG

Frank Patterson Mike Penacho

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A MESSAGE FROM THE EXECUTIVE DIRECTOR

AASP/MA HOLIDAY EVENTS PREVIEW JILLIAN BUKHENIK

Dear Members, The holiday season is fast approaching, and

of this magazine, AASP/MA has been working with the Attorney General’s Office to provide solutions to

AASP/MA plans to celebrate in style! As you are aware,

members on total loss claims. There is even a hotline

our Board of Directors continues to focus on the

number for you to direct your consumer to call, which

association’s most important asset – our shop owners.

members can receive by calling AASP/MA.

As such, over this holiday season, AASP/MA looks

Another prime example is a member who I visited

forward to hearing from the industry on your specific

recently who was struggling to get an appraiser out for

challenges, education and information needs, preferred

supplement requests. Because of our relationships, we

events and more.

put him in touch with the director of appraisers at the

At the time of this writing, we are preparing for our

insurance company, who resolved the issue immediately.

Annual “No Clam” Clambake event on Friday, October

For the association to be effective, we need to hear from

27 at the Polish American Club in Feeding Hills. As this is

you about your challenges. We may already have a

one of our signature events, we look forward to this

solution, and we are willing to help you through the

gathering every year. Members and non-members are

process. That’s why AASP/MA exists – to build the

welcome to join us for good food, fun and entertainment.

success of the auto repair industry.

There are also plenty of chances to win great raffles and

Please join us at our upcoming events this season and

shop owner prizes. I look forward to seeing familiar faces

talk to us about how we can continue to provide value to

and meeting new ones this year. If you are interested in

your shop. I really look forward to speaking with you all

attending or sponsoring this event, please call (617) 574-

and learning more about your businesses. If you are not a

0741.

member of AASP/MA, you can attend any meeting for

As the year comes to a close, AASP/MA will be

an additional ticket cost. We would love to have your

hosting a holiday party in the Sturbridge area. (More

perspective and learn more about what would encourage

details to follow.) We are currently researching which day

you to join the association. I know if you attend just one

works best for our shops’ schedules in December:

of our events, you will find value in belonging to

Thursday or Friday after work, or Saturday. Please use

AASP/MA.

the link in our Damage Report newsletter to reply, OR comment on our Facebook post. Our holiday event is a

Sincerely,

great way to close out the year and kick off this festive season! Our goal is to share what the association has accomplished over the year in regards to both legislative and regulatory successes. Most importantly, this event will provide the opportunity for you to talk to association representatives about your unique challenges.

Jillian M. Bukhenik, Executive Director MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

I often hear members talk about the solutions the association has created for them when faced with obstacles. For example, one member was struggling with a client’s total loss claim. As reported in an earlier issue 10 October 2017

New England Automotive Report

AASP/MA EXECUTIVE DIRECTOR JILLIAN BUKHENIK

(formerly Jillian Zywien) has been a senior account executive at Lynch Associates for over eight years. She can be reached at (617) 574-0741 or via email at jzywien@aaspma.org.

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2017 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 ________________________________________________________________________________________________________ City

Street

State

Zip

Mailing Address ______________________________________________________________________________________________________ Street

Phone Number ( E-mail Address

City

)____________________________________ Fax Number (

State

Zip

) __________________________________________

________________________________________ Web Site Address ____________________________________________

MEMBERSHIP TYPE (check one) Collision Repair Shop

ACCOUNTS PAYABLE CONTACT: Name: __________________________________________________

Mechanical Repair Shop

Phone Number: __________________________________________

Both, Collision & Mechanical Repair Shops Vendor

Email:____________________________________________________

RS Number (if applicable) ________________________________ ANNUAL MEMBERSHIP DUES

AASP/MA CHAPTER (check one) MidState Southeastern Northeastern Western

(The AASP membership year is from January 1 to December 31, 2017)

$40/month

$115/quarter

$425/year - BEST VALUE!

Monthly & Quarterly Dues are Automatic Credit Card Transactions ONLY*

NEW! Political Action Committee (PAC) Donation ...............$_____ Personal Contributions Only

ADDITIONAL CONTACT FOR NEWSLETTERS AND LEGISLATIVE UPDATES Name: ____________________________________________________ Email: ____________________________________________________ Name: ____________________________________________________ Email: ____________________________________________________ Name: ____________________________________________________

Check or Cash

Credit Card:

Visa

MasterCard

Amex

Card Number: __________________________________________ CID Number: ____________ (3#s on back for Visa, 4 on front for AMEX) Expiration Date: ________________________________________ Name on Card: __________________________________________ Billing Address of Credit Card: ____________________________

Email: ____________________________________________________

________________________________________________________

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Signature: ______________________________________________

Name: ____________________________________________________

Date: __________________________________________________

Email: ____________________________________________________

PLEASE COMPLETE THIS MEMBERSHIP APPLICATION AND RETURN IT WITH PAYMENT TO AASP-MA OFFICE. 12 Post Office Square, 6th Floor • Boston, MA 02109 Phone: (617) 574-0741 | Fax: (617) 695-0173|jzywien@aaspma.org As required by the U.S. Tax Code, AASP of Massachusetts, Inc. informs its members that 75% of the dues paid to the association are tax deductible. The remaining 25% is allocated to legislative activities and is not tax deductible.

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AASP/MA ASKS YOU TO PLEASE SUPPORT in Massachusetts

October 5, 2017

Steel Unitized Structures Technologies & Repair Hampton Inn-Natick (Natick, MA)

Contact AASP/MA at (617) 574-0741 / jzywien@aaspma.org for information on additional AASP/MA sponsorship opportunities!

For more information, visit i-car.com

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ASK MIKE [INDUSTRY] ADVICE

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

How can OEM-certified shops balance their obligations to the manufacturers while also dealing with insurers?

In our newest regular feature, we ASK MIKE how OEM-certified facilities can follow automakers’ guidelines while also receiving suitable compensation from insurers. We at New England Automotive Report hope you find this following exchange useful, and we encourage you to reach out to us if you have a question for Mike on this or any industry-related matter that he can answer in a subsequent issue.

New England Automotive Report: Mike, here’s a question we’re hearing a lot these days. How can OEM-certified shops balance their obligations to the manufacturers while also dealing with insurers?

Mike Anderson: The first thing is we have to understand that we can’t be reliant upon position statements. It’s great that the OEMs provide position statements; it certainly is helpful, and I don’t want to make light of that. But at the end of the day, the repair procedures are king. We have to be able to research the OEM repair procedures and have those as our documentation. For example, it’s good to have a bulletin from Chrysler that says we need to scan vehicles, but if I’m replacing a door on a Chrysler vehicle and I see in the door section of the procedures that I need to recalibrate something, then that’s an even stronger statement. We actually have to do that strictly for that specific vehicle and document our case.

When you want to get paid from an insurer, your opinion doesn’t mean jack. If we rely on our opinion, the outcome is not going to be very good.

We need to stick to the facts. The facts can be found in these four questions: 18 October 2017

an invoice. It could be that it’s a labor operation that is not in a database, and maybe we need to submit an inquiry to the DEG and get the Information Providers to come up with a labor time. Maybe we just need to do our own time, keeping in mind that a time should be how long it takes the average technician to gather up their tools, equipment and supplies and perform the task in a safe and proper manner before returning everything back to its appropriate storage place.

When you’re looking to repair a vehicle and you’re an OEM-certified shop – and even if you’re not – you want to be repairing it to the OEM standards. Therefore, we stick to those four questions we just discussed. We Is what we’re asking for required? We need to have all that documentation have to be prepared to provide documentation ready in advance so that we can if what we’re asking for is required. There are provide it to the insurer when they several ways to provide that information. One is come out. the OEMs’ documentation. Another might be Obviously, there may be some that we scan the vehicle, and now we have a OEMs that you’re doing work for that scan report. Another way might be that we have have other guidelines besides labor a paint manufacturer’s bulletin. times. It might be something like aftermarket parts; maybe you have an Is it included in any other labor OEM certification that says you can’t operations? How can we prove that use them.

Maybe you have OEM something’s not included? Obviously, we information that says in order to be can use the P-Page documentation direct from certified, you have to mount the the estimating systems, or we can submit a vehicle on a specific frame machine question to the DEG website [degweb.org] that is more labor-intensive than and they will provide us with an answer that whatever your normal frame rack is. says, ‘This is not included.’

At the end of the day, we need to Is there a pre-determined time? Again, realize that when a customer drops we either look it up in the estimating system or their car off with us, the contract is between us and that customer; it is not submit an inquiry to the DEG. That’s the basis between us and the insurance carrier. for what we should be reimbursed, and we Therefore, if an insurance company remove our opinion from it and stick to factual refuses to pay for something that is a information. safety issue, that doesn’t remove us from the liability. Obviously, you want What is it worth? How do we to approach this in a professional determine this? In some cases, it may be a manner by providing all the product like seam sealer where we just submit documentation required – and, again,

New England Automotive Report

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always have it there in advance. Also, make sure you use the correct terminology for the procedures included on your estimate. One more thing that is extremely important is to use good line notes; you might have a desk auditor who’s actually looking at your estimate.

There are other things to consider.

For example, let’s say that a customer or an insurer doesn’t want to pay for scanning the vehicle. You still have to do it. That’s where we go back to the business decisions we mentioned in a previous article [“Ask Mike: What Do I Do When an Insurer Won’t Pay Me for What I Want or Need?” NEAR May 2017]. You can choose to involve the customer, charge the customer, do the work for free, go up the chain of command, et cetera. I won’t say that a lot of the issues I see shops encountering are easily resolved, but they are also not insurmountable obstacles to overcome. Just being prepared and having the specific OEM information – and not just a position statement – will make a huge difference.

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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).

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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[SEMA] PREVIEW

by Kristen Dalli

Getting Ready for the CIC, Sponsors and the Summit As the largest trade show in the automotive industry, the annual SEMA Show (this year held from October 30November 3) will be coming to the Las Vegas Convention Center in just a few short weeks. As expected, the level of excitement from the nearly 200,000 automotive industry representatives and enthusiasts set to attend is impossible to ignore.

SEMA’s incredible attendance numbers are due in large part to the countless ways the Show stays relevant and engaging to the industry. Speaking with NEAR, AASP/MA Executive Director Jillian Bukhenik stressed the importance of local Massachusetts members making the trek to SEMA. “It remains important that AASP/MA continues to participate in events like SEMA. As an industry that is constantly challenging, it is vital to keep up with industry trends and challenges. I know how hard our members work.

The focus and time each of our members puts their business

does not go unnoticed. As important as it is to be in your shop, it is also important to understand what is happening in the industry. SEMA absolutely has the pulse of the industry, and I would encourage shop owners who have the resources to attend.”

One of the ways SEMA stays “on the pulse of the industry” is by offering attendees a variety of ways to not only get the most recent training, but also become directly engaged in important industry conversations. The last Collision Industry Conference (CIC) of 2017 will be held during the Show, providing participants with one jampacked day of discussion of the most pertinent topics concerning collision repairers today.

“SEMA is the largest automobile show probably in the world,” says CIC Administrator Jeff Hendler. “We chose to go there because so many of our people will already be there.

Quite frankly, if you’re in the collision repair industry and you’re missing SEMA, you’re missing one of the only opportunities to see the newest technology, training and the best in education – all on display in one place.”

In addition to CIC, SEMA attendees will also have the opportunity to be immersed in emerging technology and the ways it will continue to impact the repair process. SCRS' OEM Collision Repair Technology Summit on November 2 is an all-day event designed to put SEMA attendees in the same room with innovators in automotive structural design and technology, providing a truly

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[SEMA] PREVIEW unique networking and learning opportunity for the collision repair industry.

SCRS Executive Director Aaron Schulenburg is pleased with the evolution of the Summit, saying, “As it enters its fourth iteration, I think each year has been different.

Sometimes you see familiar faces or familiar panelists, but the conversations have certainly evolved. [The Summit] is different each year in that it focuses on issues that are driving questions today versus questions that were driving members 12 months ago.”

While SEMA is both informative and exciting for attendees, longtime sponsors also consider the Show to be a can’t-miss event and continue to show their support year after year.

Cristina Fronzaglia-Murray, director of customer engagement and communications for high-level SEMA supporter PPG, attributes the face-to-face customer interaction to be one of the major selling points of SEMA and one of the many reasons her company looks forward to returning.

“The Show gives PPG a chance to interact with our customers on a one-to-one basis, and be able to show them the latest that PPG has to offer in new technology, programs and color tools. It provides us with an international platform to meet with customers and help understand their needs, and together work to find solutions. We also get excited to meet with our users and hear about all the wonderful things they use our products on, from everyday collision needs to all the custom work being done.”

The PPG booth is always popular among SEMA attendees each year, but Fronzaglia-Murray was tight-lipped when talking with NEAR about this year’s booth theme, only building excitement and suspense for the Show.

“As you know, each year we come up with a very special booth theme. You will have to come visit us during the 24 October 2017

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unveiling at the start of the show. We are very excited this year, as this is a booth we have wanted to try for many years.”

Heidi Stilwell, senior marketing manager at Axalta, shared similar feelings about her company’s yearly participation at SEMA. “As a well-attended industry event, the SEMA Show continues to be a top venue to showcase Axalta Coating Systems and our family brands in front of key decisionmakers and other professionals who purchase coating products for refinish, industrial and OEM. We look forward to displaying exciting new products and promoting longtime partnerships with builders, vehicle owners and racing teams in a forum designed for this purpose.”

Though Stilwell attends the event professionally, she is passionate about the Show at-large and has a genuine appreciation and enjoyment for SEMA. “As a marketing professional, I truly appreciate the opportunity to design a display and visitor experience that thousands will enjoy. It’s extremely rewarding to execute such a successful event plan for our guests, staff and company.”

“Every year, I look forward to attending SEMA to experience the greatest car show on earth,” echoes Domenic Brusco, senior manager of MVP business solutions and industry relations for PPG. “I am amazed year after year on how big it is and how it keeps getting bigger. As a true car guy at heart, I love to see what new paint designs and creativity and talent will be displayed there, and the countless hours that go into creating the Show’s car and truck masterpieces. The detail is absolutely impeccable. I’m never disappointed.”

New to SEMA this year is the inaugural “Red Carpet” awards event. SCRS will be recognizing the extraordinary efforts of some of the industry’s best businesses. Held November 1 from 7:30am-9am with a complimentary breakfast for all attendees, industry entities including I-CAR, CIECA, NABC, APN, BodyShop Business and SCRS have all committed to presenting awards at the ceremony.

“So many people come to SEMA to celebrate the industry and celebrate innovation, successes, potential—all those kinds of things,” Schulenburg shares. “It just made a ton of sense to have an event that recognizes standout individuals, actions and companies. We’re really excited about it, and we think it’ll be a special event.”

With only a few weeks to go before SEMA hits Vegas, now is the time to make your final arrangements to get there.

A complete list of RDE classes and SCRS-related SEMA events (as well as registration information) is available at scrs.com/rde.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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Audi Shrewsbury 780 Boston Turnpike Shrewsbury, MA 01545 508.581.5880 Fax: 508.581.5880 email: parts@wagnermotors.com www.audishrewsbury.com

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

Mattie Audi 80 William S. Canning Blvd.

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

Audi Cape Cod 25 Falmouth Road (at the Hyannis Airport Rotary) Hyannis, MA 02601 PH: 508.815.5600 FAX: 508.568.9410 www.audicapecod.com

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[NATIONAL] FEATURE

by Tom Slear

ARE AUTONOMOUS CARS A REAL THREAT TO THE INDUSTRY? PART 1 OF 2

“It Ain’t Ever Driving Me Nowhere” Maybe, Maybe Not The prevailing wisdom among automotive prophets is that within 10 years, autonomous cars will have a noticeable presence on US highways. Within another 20 years – 2045 or so – they will be prevalent. Barring a political push to the contrary, most of them will be truly driverless, which is to say they won’t have steering wheels or brake pedals.

“Highly speculative,” SCRS Executive Director Aaron Schulenburg says of the timing. Those predictions come from “folks who are invested in vehicular innovation,” something akin to the General Motors display at the 1939 New York World’s Fair that teased onlookers with the idea of hands-free, feet-free driving by 1960.

There’s also the practical matter of replacing the current US stock of vehicles, which currently numbers over 200 million, most with lifespans of 10 to 15 years. Even if manufacturers started selling autonomous cars tomorrow, it’s likely more than 30 years would pass before they become commonplace.

Yet as mind-boggling and worrisome – if not scary – as driverless cars might seem, there’s no doubt they are over the horizon and making their way to roadways near us all.

A LOng Time COming The notion of self-driving ground vehicles has been around for over 100 years.

In 1912, two US inventors developed a small, box-shaped go-cart guided by light-sensitive cells. Packed with explosives, it was designed to move on its own toward enemy trenches.

Hearing the noise, opposing soldiers ostensibly would turn on their flashlights, thereby guiding what was called the War Dog to its target and…boom.

That concept survives today more in the form of heatseeking missiles than driverless vehicles. Yet the idea of relieving drivers of driving persisted for decades without ever reaching critical mass. That began to change in the 1990s.

Innovations such as self-parking, adaptive cruise control and automatic emergency braking were the early signs. But they merely assist a driver, and only for a short time. The thought of replacing drivers didn’t come into focus until 2005, when the Defense Department’s research arm, DARPA, ran its second of three all-comers challenges for self-driving vehicles.

Until then, autonomous vehicles were robots comfortable 28 October 2017

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only in controlled environments, such as factories, with fixed paths and prescribed tasks. Software engineers could rely on proven if/then code because the “if” was always known.

The robots were useless when faced with the subtlety and uncertainty drivers encounter routinely, such as distinguishing a wall from heavy rain, a rock from a shadow or ice from moisture.

Such ambiguity was the essence of the DARPA challenges (along with $1 million to $2 million in prizes). Computers do many things better than humans. They crank numbers almost instantaneously and never make mistakes. They stay focused regardless of how tedious the task. And they forget nothing.

But they can’t perceive like humans. Calculate the sum of the prime numbers between 100 and 20,000? No problem.

Calculating the number of dogs in a field filled with fourlegged animals is another matter entirely. Telling the difference between a Great Dane and a small pony regardless of the camera’s precision is considerably harder for a computer — and by extension, software engineers — than beating a chess champion (which a computer first did in 1996).

DRive, nOT PeRCeive, BeTTeR ThAn humAns The Stanford team (a cross-discipline body of students, staff and professors from the areas of Computer Science, Mechanical Engineering, Aero-Astro, and Optimization) used a process called “machine learning” to develop the operating system that drove its vehicle, dubbed Stanley, completely unassisted through a 132-mile course in the southern Nevada desert. Machine learning teaches a computer through experience. After seeing thousands of cats and dogs and being told each time which one is which, it eventually can discern one from the other. By today’s standards, Stanford’s system had rudimentary machine learning – Stanley’s average speed was a mere 19 mph – but enough for car manufacturers and technology companies to take notice.

Granted, it’s unlikely computers will ever see and perceive as well as humans. Yet that’s not the relevant issue. What matters is whether a car’s operating system can see and understand well enough to drive better than humans. That’s a much lower standard.

Let’s face it. We aren’t very good drivers. How else can we explain some 35,000 deaths every year on American roads?

We drive when we are drowsy (or drunk). We speed when the weather is bad. We look upon yellow lights as challenges. We turn on blinkers and expect everyone else to get out of the way.

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Software suffers from none of those shortcomings. In a study published earlier this year, the international advisory firm KPMG estimated that unemotional, vigilant, safetyconscious autonomous vehicles will reduce the number of accidents significantly. When autonomous cars are commonplace, accidents will drop some 90 percent from today’s level. That statistic alone, even if it turns out to be optimistic by a factor of two or three, makes a compelling case for autonomous vehicles.

On the other hand, we humans don’t logically evaluate safety. Mostly, we don’t want to give up control regardless of what the data indicates. It’s why many prefer driving to flying even though flying is by far a safer mode of travel.

Surrendering control to a computer is an enormous leap of faith, one that AASP/NJ Executive Director Charlie Bryant won’t make.

“It ain’t ever driving me nowhere,” he says, using bad grammar for emphasis.

Bryant has plenty of company. Four out of five of the 1,000 US drivers who participated in an AAA survey early this year said they would be afraid to ride in a self-driving vehicle. Age was not as much of a discriminator as one would think.

Generation Xers and Millennials were only 10 and 12 percent, respectively, less opposed to autonomous cars than Baby Boomers.

OveRCOming FeAR The counter to this imposing degree of opposition is that we always mistrust new technology, especially when we believe it infringes on our safety. We need some time for experience, efficiency and convenience to soften our fears.

Elevator operators were common long after push-button technology rendered them obsolete. Commercial air travel took a good while to gain widespread acceptance.

Here’s a likely scenario for getting from driver to driverless: Autonomous vehicles become the backbone of fleets that provide transportation services. You send a message

by smartphone indicating a destination. Then, a car picks you up at your front door within minutes and drops you off at work, a restaurant or a Yankees game and moves on. You might pay then. More likely, you have a subscription with the service and pay monthly.

Before long, you realize that your private car, which spends over 90 percent of its useful life in driveways or parking lots, is superfluous. Maintenance costs and insurance premiums disappear. Since fewer cars use the roads, congestion lessens. (Simulation studies indicate that a selfdriving fleet vehicle programmed to handle several passengers simultaneously, while keeping them all within a few minutes of their schedules, will replace six to 10 privately owned cars.)

Navigation is never an issue. Autonomous vehicles get into accidents, but they are less frequent and less severe.

Word spreads, and before long, “It ain’t ever driving me nowhere,” morphs to, “Why not give it a try?”

GM, Ford, Volvo, Google, Uber, Lyft and many other companies are betting billions of dollars that will be the case.

After an orientation period via fleet vehicles, demand will likely build for privately owned autonomous cars. The only major variable is government regulation. Will states allow vehicles with no human monitors inside? Autonomous vehicles offer the most benefits when they are truly autonomous. But the image of a car zipping down the highway at 65 miles per hour with no steering wheel, no brake pedals and no one inside will undoubtedly make regulators and politicians nervous. The compromise might be vehicles fully capable of driving themselves but quickly able to shift to being driven.

WhAT ABOuT OuR KiDs AnD gRAnDKiDs? When I took drivers’ education in 1968, I learned to never, ever back up without looking out the rear window. I absorbed that lesson hook, line, sinker and rod. Then along came cameras that provided a clear picture of what was behind the car. Nevertheless, I swore I wouldn’t trust them…until I did.

I don’t think the same will happen to me with autonomous cars. Charlie Bryant and I think alike. But both of us are in our late 60s. What about our kids and grandkids?

They might hold the line against this new technology, as my generation did with nuclear power. Then again, one of my daughters recently told me she rarely uses email. That’s so last year. She’s evolved into a texting machine. If she can text safely and continuously while riding in a car, the likelihood she will reject autonomous cars is not high.

If others her age (she’s 25) follow suit, the collision repair industry will be forced to remake itself. You’ve seen some of this with the advent of electronic sensors, but the final step to autonomy will cause major disruption. Think about it. Who insures a car when there’s no driver? Who’s liable in an accident? How much will a self-driving car self-repair? And what will car manufacturers manufacture when the essence of a car is software?

Tune in next month.

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[LEGAL] PERSPECTIVE

by James A. Castleman, Esq.

FIRST PARTY CLAIM THIRD PARTY RENTAL third party’s insurer.

A major issue is that your first-party claim against your own insurer is a “contract” claim, while your thirdparty claim against someone else’s insurer is a “tort” claim.

Your insurer’s responsibility is governed by the insurance policy contract between you and your insurer. The other party’s insurer’s responsibility is governed by both their insured’s contract of insurance as well as by “tort” law, i.e., legal principles that say that their insured is responsible for all reasonably foreseeable damages caused by their negligent conduct.

If your car is damaged as the result of someone else’s bad driving, it has been common practice in Massachusetts to ask your insurer to cover the cost of repair while filing a claim with the other person’s insurer to cover the cost of a rental car. This is beneficial because while your collision coverage may pay the full cost to repair the damage to your car without much hassle, the other person’s insurance may provide better rental coverage.

Most insurers have not had a problem with letting you split your “first-party” repair claim from your “thirdparty” rental claim. However, at least one insurer has recently been refusing to pay for third-party rentals unless the claimant also submits their full damage claim as a third-party liability claim. The problem is that there are sometimes additional hurdles to go through to establish third-party liability, and quite frankly, the insurer that is refusing to allow the claims to be split is an insurer that often tends to be quite difficult to negotiate a fair claim payment with.

Can the insurer get away with refusing to allow a claimant to split their claim? What is their rationale for taking this position? And what can a claimant do to combat this practice?

The governing Law There are multiple legal principles and insurance policy provisions that come into play regarding splitting a vehicle damage claim between your own insurer and a

Your First-Party Coverage If you have “collision” coverage from your insurer, then under your insurance contract, your insurer is required to pay the full cost of repairing damage to your vehicle caused by a collision with another vehicle or object, up to the actual cash value (“ACV”) of your vehicle, subject to your deductible. If the cost of repair exceeds the ACV (less salvage value), then your insurer must pay you the ACV (less your deductible), and it has the right to take your “totaled” vehicle. Unless you intentionally damage your own car, it does not matter who is at fault for your damage; your insurer is on the hook under the contract of insurance.

If you purchase “limited collision” coverage instead, then your insurer will pay for damage to your car, but only if: (1) You can recover in tort for your damages from another identified person; (2) Your car was legally parked when it was hit by a vehicle driven by another identified person; (3) Your car was rear-ended by a vehicle being driven by another identified person who was traveling in the same direction; or (4) Your car was hit by a vehicle operated by someone who is subsequently convicted of drunk or drugged driving, operating the wrong way on a one way-street, speeding or certain other similar offenses.

Whether you have collision or limited collision coverage, the amount that your insurer will pay is subject to your chosen deductible. However, if you buy additional “waiver of deductible” coverage, your insurer will also pay the amount of your deductible in any of the cases that would have allowed you to collect under limited collision coverage.

To collect from your own insurer for the cost of a rental car while your car is being repaired, you must purchase New England Automotive Report

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[LEGAL] PERSPECTIVE “substitute transportation” coverage. If you buy that coverage, the amount that your insurer will pay will be limited by the coverage that you buy ($15 or $30 per day), and also to a maximum of 30 days of rental coverage. Your insurance policy further limits the time that your insurer will pay if your car is totaled.

So, if you purchase full collision coverage with a waiver of deductible option, and if damage is caused to your car by someone else’s negligence, then your own insurer will pay the full cost to repair your car, up to its ACV. Even if you purchase the best-available substitute transportation coverage, the amount that your insurer will pay for your rental car is limited, both as to the daily rental rate and the length of rental time.

Third-Party Coverage Under a third party’s property damage liability insurance coverage, their insurer may be responsible under their insurance contract to pay for the full cost of all tort damages caused by their insured’s negligence, including both repair costs and full “loss of use” (i.e., rental car) costs.

This is limited both by the coverage limits their insured has purchased and by the percentage of fault of each driver.

But there are no limits on the amounts of daily rental coverage or the length of rental, other than that both must be “reasonably foreseeable.”

Massachusetts auto policies allow an insured to purchase very high property damage limits, but the governing statute requires only a minimum of $5,000 of coverage. If someone buys minimum coverage, then their insurer’s total payment obligation is limited by their insurance contract to $5,000 for all damages and costs caused by their insured’s negligence.

Further, the insurer is required to pay only if their insured is more than 50 percent at fault, and then only for the percentage of fault of their insured, as determined under tort law.

What is the Justification for Refusing Claim splitting?

At first glance, there may appear to be legitimate justification for refusing to split the claim, since it would seem that a third party insurer could be forced to pay more than its insured’s liability limits. This comes from the potential overlap between what they pay out to you as a third-party claimant and what they may have to pay out to your insurer under an insurance policy provision that allows your insurer to “subrogate” against any other responsible party.

With subrogation, if your insurer pays to repair your car under your collision coverage, then you give them the right to step into your shoes to attempt to collect that amount from any responsible third party. Commonly, 34 October 2017

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Can the insurer get away with refusing to allow a claimant to split their claim?

What is their rationale for taking this position? And what can a claimant do to combat this practice? insurers handle subrogation claims informally between themselves, reimbursing each other for whatever the firstparty insurer has paid out if it is clear that the third party was at fault. So, it would appear that an insurer could be concerned about paying your third-party rental claim and then being hit with a subrogation claim by your insurer for damage repairs. The two amounts could exceed their insured’s property damage limits.

There are many problems with such a provision. First, the third-party insurer is never required to pay more than its policy limits in total, no matter if they pay you or your insurer first. Second, under your insurance policy, if you collect on a third-party rental claim, and if using subrogation, your insurer cannot collect the full amount it paid to repair your car, then it can seek reimbursement from you for whatever you received for your rental claim.

Yes, that seems terribly unfair, but that is what your policy says. so, What Can You Do? If a third-party insurer refuses to allow you to split your claim, then there is potential relief available to you under the governing statute – and it is probably the reason that Massachusetts insurers have traditionally allowed splitting of claims.

Under the statute, you can submit your claim in writing to the third party’s insurer. The insurer then has 15 working days to reply to you, whether it accepts your claim, accepts your claim in part, rejects your claim or offers to compromise. If the insurer’s decision is not acceptable to you, you can then sue the insurer. If you win, then the court may award you double damages plus your attorney’s fees.

That is a potentially significant penalty for the third party’s insurer. And it is one that, perhaps, claimants should consider seeking in the right circumstances. Maybe then the insurer that is refusing to allow the splitting of claims will start reconsidering its position.

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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[TECHNICAL] FEATURE

by Larry Montanez III, CDA

The Realities of

OEM Repair Information We see it every day on social media.

“Hey, anyone ever take this door handle off before?”

“How do you install this panel on the car?”

“Who has access to the repair information and can post it on here for me?”

Each OEM has its own way of doing things, and they even have different procedures across the range of vehicles they offer. As such, you need to reference the information on every single repair. Giving technicians tools that will help them safely restore vehicles to their pre-accident condition, as per the OEM procedures and protocols, is a necessity. As an owner of a repair facility, you have multiple things you must do to ensure things are operating successfully. In addition to all the other issues you face, it is made more difficult by the ever-changing technology in late-model vehicles.

Reasons You need Current Repair Procedures Damage Assessors: Estimators must have the OEM repair information to properly determine the actual cost of repairs. A two-screen computer set-up allows one screen to be used for the estimate and the other one to have parts and repair information open. This will make it easier to find repair procedures and replacement component numbers, substrate composition, additional materials required, etc. while forming the damage report. The more accurate the damage report, the smoother and more efficient the repair process will be. Estimators must be wellversed with how to look up the OEM repair information, and they must be able to explain the processes. Keep in mind that this will require studying and practicing on your own time. Additionally, estimating database providers integrating “some repair information” is not the answer, and many third-party companies are also missing a lot of information. This is why you must go to the source – the OEM itself.

Customer Service Representative (CSR), or Sales Personnel: A customer’s first and last impression during their experience at the facility starts and ends at the front desk. The CSR can run the VIN for recalls, campaigns or Technical Service Bulletin (TSBs) issues at https://vin 38 October 2017

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rcl.safercar.gov/vin. A customer rarely remembers the good things about a shop, but they will always remember the bad. Providing the customer with a better experience can mean the difference between the customer coming back or being steered away in a subsequent collision event.

Technicians: Technicians must have the OEM repair information to ensure the proper repair procedures and protocols are adhered to and guarantee the vehicle is repaired properly and safely as defined by the OEM requirements. This will also give the technician the reasons, proof and documentation as to why something can or cannot be sectioned or repaired or why the component is being changed in a different manner than it was installed at the factory.

Parts manager: This person must have access to the OEM repair information to ensure not only that the proper components are ordered, but that the proper materials, hardware and products to affix the replacement components are ordered correctly. Many of the rivets, bolts and nuts that require replacement are difficult for the dealership parts personnel to find because they are not used to looking them up, as these products are rarely asked for. By providing the parts numbers from the repair manual, it makes the job of dealership parts personnel easier and ensures a quick turnaround for you on the delivery of those products.

Too many in the collision repair industry feel that experience trumps everything and that OEM procedures are just there to sell parts. Nothing could be further from the truth. Your liability can be exposed (remember the John Eagle case in Texas), and incorrect repair attempts may be made due to lack of knowledge of the material you are working on. The amount of years that you have been doing something doesn’t qualify you as an expert. Without annual training and education on the advancements of vehicle design, technology, substrates and joining methods, your experience is meaningless. Over the past seven years, vehicles have changed dramatically in structural material design, electronics (safety features) and joining methods, which have required collision repair facilities to purchase

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[TECHNICAL] FEATURE different equipment and obtain new training techniques.

The vehicles being produced today are unlike anything most of the industry has experienced, seen or even worked on. Need proof? Look no further than the industry-wide panic over the announcement of the 2015 Ford F-150, which was no big deal or even a worry for the seasoned and highly-trained European OEM Certified Collision Repair Facilities (CCRF), as those technicians and facilities have been working on aluminum intensive vehicles since the mid-1990s.

Ignorance is not an excuse.

Collision repair professionals must understand that when replacing and/or repairing components, they must review electronic and mechanical replacement procedures, even if all they did was R&I a component. The following are some examples: When replacing a front door assembly with a back-up camera (affixed to the deck lid, hatch, tailgate and lift gate), you must review the mechanical procedures for replacement of the camera assembly and associated components. Many of the mirror assemblies on late-model vehicles have cameras and sensors associated with the blind spot monitoring system, lane departure system, allaround camera and/or back-up camera. Because you R&I’d the mirror to replace the door assembly, you may have to realign or initialize the position of the camera to the module, other cameras or sensors. This information will be in the mechanical manual for replacement of these components.

You are replacing a headlamp or tail lamp assembly that requires the front or rear bumper fascia to be removed. If the vehicle has parking sensors, all-around cameras, lane departure or rear approach safety systems, you may have to realign these systems. This information will be in the mechanical manual for replacement of these components.

After a collision – any collision – no matter how mild or significant, with or without an airbag component deployment, the passenger-seat Occupant Weight System (OWS) will generally require reweighing and sensitivity checks. This information will be in the mechanical manual for replacement of these components.

One major misconception we hear all the time in the collision repair industry is, “The information should be free, and should be with the part when we buy it.” No, it should not. The information is available online at the OEM technical website. Almost all OEMs offer service and repair

information on their technical websites.

There are multiple ways to find access to these sites: Google it: “OEM collision repair information” or “(OEM Brand) collision repair information” I-CAR OEM Repair Technical Information (rts.i-car.com/oem-information.html) OEM1STOP (oem1stop.com/) SCRS (scrs.com) The Database Enhancement Gateway (DEG) (degweb.org) Many of the OEMs offer some information for free online, but the information can be limited. For a small fee, you can access all the information, which includes collision, mechanical, electrical and service/maintenance repair manuals. The repair information must be accessed multiple times once the vehicle enters the repair facility. (You can download the manuals as PDFs and save them to the file.)

Additionally, the damage assessor will need to charge the customer for not only the fee for access (plus mark-up) to the OEM site, but also for the time to look up and review the information (for which the insurer will have to reimburse that vehicle owner).

The only way to become proficient and efficient with obtaining the OEM repair information is to CHANGE your Standard Operating Procedures (SOPs) tomorrow and apply these revisions to each and every repair order. The following may be helpful as a new SOP change in your facility: When writing the damage report, first go to the OEM website, pay for access, print the invoice to a PDF and save it to the Repair Order Folder.

Print the PDF for each of the manuals.

Write your damage report and reference the manuals in each section of the vehicle you are working on (and adjacent components associated with the required repairs).

Take note of products and materials required for the replacement. If these components are not in the Estimating Database, add a line and manually write in the product or material description, price and part number. (This will not only assist the technician, but also help the parts manager order the correct items).

Make each person involved with the repair order accountable for reviewing the OEM procedures with a sign-off checklist.

Make sure the electronic file has all the information, continued on page 54 New England Automotive Report

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

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

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NEW ENGLAND’S NEWEST MOPAR DEALER

Hours: M-F: 7am-6pm Sat: 7am-1pm

777 Washington Street • Newton, MA 02160

Call Us For All Your MOPAR Needs or visit us on the web: www.mcgoverncjdrofnewton.com

For First Time Customers, Call me: Mando Bogosian, Wholesale Manager

Hours: M-F: 7am-6pm Sat: 7am-1pm

TOLL FREE: 800-741-7563 DIRECT: 617-454-2990 FAX: 617-467-0006

Call us and get the right MOPAR parts the FIRST TIME! 42 October 2017

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WE KNOW WHAT YOU’RE THINKING. YOU WANT TO KNOW IF THE PART’S IN STOCK, HOW MUCH IT COSTS, AND WHEN IT’S GONNA GET THERE. We get it.

You want the best part for a Toyota, but you’ve got to know when and how much.

Well, now you can. In addition to tools that can help you find and order the right VIN-based parts, now you can see if it’s in stock, schedule the delivery, even see your shop’s net price from your participating Toyota Dealer.* Now you’re thinking: “Cool!”

ToyotaPartsAndService.com

©2014 Toyota Motor Sales, U.S.A., Inc.

For Toyota Genuine Parts please call one of these authorized local Toyota Dealers: Copeland Toyota 970 West Chestnut Street Brockton, MA 02301 Toll Free: 800-856-1172 Fax: 508-559-9264

wholesaleparts@copelandtoyota.com www.copelandtoyota.com/wholesaleparts

Prime Toyota of Boston 1605 VFW Parkway West Roxbury, MA 02132 PH: 617-469-1022 Fax: 617-469-8987 www.driveprime.com kmcisaac@driveprime.com

IRA Toyota of Manchester 33 Auto Center Road Manchester, NH 03103 Toll Free: 800-828-6076 Direct: 603-657-2410 Fax: 603-657-2419

Wellesley Toyota 216 Worcester Street Wellesley, MA 02481 PH: 800-734-0006 Direct: 781-237-4042 FAX: 781-237-3481

stirrell@iramotorgroup.com www.iramotorgroup.com

parts@wellesleytoyota.com www.wellesleytoyota.com

IRA Toyota Danvers 161 Andover Street Danvers, MA 01923 PH: 800-774-8411 ext.1 Direct: 978-739-8306 FAX: 978-739-8098

Bernardi Toyota 1626 Worcester Road Framingham, MA 01702 Parts Direct: 800-248-3033 FAX: 508-879-7895 www.bernarditoyota.com

www.iramotorgroup.com

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[COVER] STORY

by Joel Gausten

Frustrations & Solutions: Navigating the OEM Repair Maze If you’ve been even remotely following the collision industry in recent years, you’ve inevitably encountered talk of the “technical tsunami.” I-CAR coined the phrase to describe the flood of trends and changes impacting how vehicles are designed and what technicians need to know to repair them. For example,

OEMs far and wide have issued position statements stressing the importance of pre-and post-repair scanning. That’s all fine and good, but how do shops react and adapt to this push? For shops on the more specialized side of things, it means purchasing specific tools and equipment recommended by the

manufacturers of the vehicles that are major breadwinners for their business.

But for several other facilities, it means turning to their parties that provide interfaces and other “one-size-fits-all” solutions that enable shops to handle many makes and models with minimal investments.

But do these outside providers have all the information at all times? If reports received by New England Automotive Report are any indication, not all scanning options are created equal. In some cases, cars are leaving with a clean bill of health from a nonOEM scanner only to have unforeseen issues discovered later through a scan by an automaker-recommended source. Without question, today’s “technical tsunami” has caused great confusion and frustration among even the most professional and advanced repairers – and it’s just not scanning that’s a problem. This month, we take a look at the perplexing maze many shops are walking through in order to repair a car the right way – and what industry leaders are attempting to do to alleviate the problem.

DesPeRATe meAsuRes “Here we are three quarters of the way through the year, and they still don’t have information for 2017 Subarus,” grumbled one Massachusetts shop owner on the phone to us in early September. “I just can’t believe in this day and age that it takes you that long to get your information out.”

In this case, “they” are CCC One, the shop’s preferred Information Provider for OEM repair information.

With 2018 models just around the corner, this repair pro is concerned

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that he may soon face an inability to service this line of vehicles moving forward. As it stands now, he is resorting to altering the VINs for the Subarus that come to his shop in order to get something from his system.

“When I enter the VIN, I have to change the 12th digit. If’s it’s a ‘C,’ you need to change it to a ‘B’ so that now the computer thinks that you have a 2016 instead of a 2017. Then, you’re not even sure if the pricing is correct for the part. A lot of times, you have model years that are the same for three or four years; they’re the same part. But now you’re writing an estimate blindly; you’re not even sure if you’re accurate. If you’ve got something that’s really involved, you have to take the time to call the dealer, maybe email them a copy of the estimate and ask them to compare the prices and the parts numbers to make sure they’re correct. It’s archaic; the automakers are slowing things down because they’re not providing the information to the parties that provide it to us.”

Perhaps worst of all, this struggle to find accurate repair information has led to more than a few negative customer service experiences.

“It’s embarrassing when you say to a customer, ‘I can’t write your estimate right now because the computer doesn’t recognize the VIN and doesn’t know where to get the information on the parts.’ Then, I have to tell the customer, ‘Well, I’m going to have to change a digit in your VIN to trick the computer into thinking that you have a 2016.’ I’m trying to smooth things over with the customer, and I shouldn’t have to do that. A customer can read the estimate and call us up and say, ‘Hey, this thing says I have a 2016; I have a 2017.’ Then you have to go through the explanation all over again. You just look like a fool.”

A gATeWAY TO sOLuTiOns The struggles facing shops in finding correct and current Subaru information are nothing new to Danny Gredinberg, administrator of the Database Enhancement Gateway (DEG).

“That is a common occurrence that I see; we’ve had quite a bit of inquiries in regards to that…[Subaru] is a very, very common car in the market to be continuously behind in the systems.”

Launched in 2007, the DEG is a free service primarily funded by AASP National and the Society of Collision Repair Specialists (SCRS) that allows end-users to submit Database Inquiries over labor time discrepancies in the major IPs. The progress and results of these inquiries are reported on degweb.org. In addition to the main sponsors, the DEG endeavor survives through financial support from other industry entities including AASP/MA. “We have access and licenses to all three estimating platforms; that way, the DEG can continuously verify and confirm user submissions. The DEG may be able to resolve the issue with a response from us; we can point the user in the correct direction. If it requires an actual IP investigation, then we can forward [the inquiry] to that IP and work with them directly on a proper resolution.”

Although Subaru had yet to respond to Gredinberg’s inquiries regarding their absence of 2017 information at press time, the DEG has successfully processed close to 11,000 Database Inquiries in the last 10 years.

Not surprisingly, the DEG’s efforts have resulted in substantial labor time changes. In one inquiry involving CCC, the engine R&I labor time for a 2013 Lexus RX350 was originally 12 hours. After a review, it jumped to 16.4 hours for a two-wheel drive and 16.8 with a four-wheel drive – a considerable increase for a standard

operation. In another example, the DEG received an Audatex inquiry asking if setting up a welder and performing test welds are included in the labor allowance. Audatex essentially replied that it is not included in any of the labor allowances for welded panels, and the matter was going to be on the list of considerations for a P-Page manual update.

Most recently, a Repairer Driven News report noted that DEG inquiries resulted in an August 2017 revision in the MOTOR and RACE (recycled assemblies) Guides to Estimating that clarifies that painting times “do not include disassembly of components such as Mirrors, Grilles and Headlamps that may come serviced as an assembly.”

With thousands of database dilemmas already addressed, the DEG will continue to serve as a means for shops to receive true and valuable information on the shop floor.

However, before they contact the DEG with an issue, shops are encouraged to learn as much as possible about the IP systems they use, as the answer might already be in front of them in some cases.

“It’s really important for users to read the footnotes – whether it be CCC, Mitchell or Audatex,” Gredinberg advises. “A really important factor and consideration to think about when writing an estimate or repair plan is what else may be required in conjunction with doing that specific repair.”

A PORTAL TO PROgRess With access to OEM repair information an ongoing concern for many, various industry stakeholders have stepped up with a host of resources designed to get the facts into the hands of repairers. Hosted by the OEM Collision Repair Roundtable, oem1stop.com features dozens of

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[COVER] STORY position statements from virtually every automaker one can think of, and it also boasts links to numerous manufacturer-specific repair info websites. One AASP/MA member who was first introduced to the site at a statewide association meeting calls oem1stop.com “a huge encyclopedia of information.”

Elsewhere online, I-CAR hosts the Repairability Technical Support Portal (rts.i-car.com), an extensive site devoted to filling repair information gaps as they arise. The RTS Portal includes a host of critical tools including, but not limited to: links to OEM repair documents and websites; industry news articles on repair practices and trends (with an archive dating back several years); an “Ask I-CAR” section, with responses available on the site; and a directory of I-CAR Best Practices “It was really driven by the industry wanting I-CAR to provide that conduit between collision repair professionals, insurance personnel and the vehicle manufacturers,” explains Jason Bartanen, I-CAR’s director of industry technical relations. “It is a way for the industry to have that [connection] to the OEMs that never really existed formally before. “[The majority of users] work for I-CAR Gold class businesses [and] are I-CAR Platinum individuals,” he continues. “They might be an instructor, member or volunteer. Those people who are involved in I-CAR actively – as well as those who are training with I-CAR at least four times a year – have complimentary access to the RTS Portal. If they log in with their ‘My I-CAR’ username and password, they’ve got access to the entire suite of repair information and solutions on the website.”

The RTS Portal exists as a result of I-CAR’s growing relationship with carmakers.

“More often than not, they’re proactively sending that information to us. We may happen upon a document that we think has some value, and we’ll reach out to the OEM and ask if we’re able to reproduce it on the website. The OEMs have been using it as a conduit to share information.

They’ve got great distribution through their dealership network and perhaps their collision repair network programs, but it doesn’t reach all the independents and insurance personnel out there who need to have that information.”

Although I-CAR is serving as a way for technicians to be better prepared to handle the vehicles arriving in their bays, Bartanen stresses that his organization should never be viewed as the definitive expert on what is needed to bring a damaged vehicle back to OEM standards.

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“I-CAR does not develop procedures. We provide education, knowledge and solutions. Even our best practices aren’t really procedurally based; they’re kind of high-level things to think about if [a tech] is going to do this type of repair…We had our Uniform Procedures for Collision Repair [UCRPs] several years ago – and they’re still available – but those complement the OEM procedures.

We hear it all the time: ‘Well, I know that’s what the OEM says, but what’s the I-CAR procedure? What’s I-CAR’s position?’ Our position is following the vehicle maker procedures. Those procedures are service specifications that are telling you how the procedure should be done, and you should not be wavering from that because [of something] you learned at an I-CAR class 15 years ago.”

An unCLeAR FuTuRe…AnD BuDgeT If you’re responsible for keeping the lights on at your business, you know how tight budgets have become.

Massachusetts operates at the lowest Labor Rate in the country, and this reality makes the need for affordable access to OEM repair and labor time information all the more necessary. For this to happen, the manufacturers will need to loosen their grip on when, how and in what quantity their repair information will be disseminated to the collision repair industry.

“ALLDATA is anywhere from three to six months behind,” observes AASP/MA Vice President Adam Ioakim.

“The OEM can update their repair manual instantly; if they make a change on Wednesday, it’s in the database on Thursday morning. If you go to retrieve that same repair information from ALLDATA, they’re not going to get that change for maybe three months.”

Of course, there are still ways for a flustered tech to get the right information, including OEM subscription sites (including Subaru’s), but these things cost money and take time. Who is going to pay the bill for these activities at a time when something as clear-cut as scanning is still being considered on a “case-by-case” basis by many insurers?

Ioakim says he’s pursuing the idea of billing what he calls “an OEM repair information retrieval cost” for all jobs to get the proper procedural information.

“Really, you should be looking up everything and billing accordingly on every job,” he says.

Running a collision repair business has never been easy, but the hoops repairers need to jump through to simply get a vehicle back on the road don’t make the situation any better. Until the time comes where repair information is readily – and fully – available when a shop needs it, the maze from point A to point B will get longer as shops’ customers wait on the other side.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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Contact these Ford or Lincoln Mercury dealers for all your parts needs:

IMPERIAL FORD 6 UXBRIDGE ROAD MENDON, MA 01756 Toll Free Parts: 877-272-0332 Toll Free Fax: 877-800-6316 E-mail: johnl@imperialcars.com First Time Customers call John

SARAT FORD LINCOLN MERCURY 245 SPRINGFIELD ST. AGAWAM, MA 01001 413-786-0430 FAX:413-789-3715 www.saratford.com

© 2017, Ford Motor Company 48 October 2017 New England Automotive Report

SENTRY FORD LINCOLN 4100 MYSTIC VALLEY PARKWAY MEDFORD, MA 02155 PARTS: 617-506-6309 FAX: 781-874-9934 E-mail: pnewell@sentryautogroup.com

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Unsurpassed Quality. Genuine Hyundai Parts.

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

Buy Hyundai Parts.

For Genuine Hyundai parts, contact an Authorized Hyundai Dealer.

HERB CHAMBERS HYUNDAI 735 Southbridge Street Auburn, MA 01501 TOLL FREE: 800-767-1898 FAX: 508-832-6026 EMAIL: pobrien@herbchambers.com www.herbchambershyundaiofauburn.com

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FOR SALE A LEFT uniside panel with full quarter panel. Bought new. Fits a 2015 Buick LaCrosse.

GM Part # 22997609 List price is $931.83. Cost seller $698.88. Panel is missing a section of the lower front rocker area from the "A" pillar to the "B" pillar

Will sell for $150 or best offer

Contact: Gary (413) 562-0321

Will sell for $150 or best offer

Two Pro Spot welders

One is new and usable; second can be used for spare parts

$1,200

Location: Manchester, NH

(price negotiable)

Contact: Lucie Ducharme (603) 624-4086 jenniferp@henrysab.com

2017 Buick LaCrosse Right Quarter Panel (Missing rocker panel section) Excellent condition

Location: Amesbury, MA

$250

Contact: Rob (978) 388-0881

or rgpilon@comcast.net

Rear Liftgate for a 2006 Honda Odyssey (paint code R519P) Model years 2006-2007 Excellent condition

Located in Walpole, MA

$650

(price negotiable)

Contact: Ed Balabanis (508) 668-8041 or Balshop1@gmail.com

New Left Rear Âź Panel for VW Jetta 2005-2010 w/ small rocker section removed. Excellent condition.

$75

Location: Seekonk, MA Contact: Dickie-David Cabral (508) 336-7550 or srow@fullchannel.net 50 October 2017

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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

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[TECHNICAL] FEATURE continued from page 39 N

and have an offsite cloud storage.

As always, I hope this article has given you some new insight and a better understanding of the OEM procedures. If any questions arise, please feel free to contact me. Collision Hub will be offering online self-study courses on understanding OEM repair procedures starting in the first quarter of 2018.

Larry Montanez, CDA is co-owner of P&L Consultants with Peter Pratti Jr. P&L Consultants works with collision repair shops on estimating, production and proper repair procedures. P&L conducts repair workshops on MIG & Resistance Welding, Measuring for Estimating and Advanced Estimating Skills. P&L also conducts investigations for insurers and repair shops for improper repairs, collision reparability and estimating issues. Larry is ISO 9606-2 Certified for Audi and Mercedes-Benz and is a certified technician for multiple OEM Collision Repair Programs. P&L can be reached by contacting Larry at (718) 891-4018 (office), (917) 860-3588 (cell) or info@PnLEstimology.com.

MASSACHUSETTS

E

W

E

N

G

L

A

N

D

AUT M TIVE AD INDEX Accudraft Paint Booths ............................OBC American Honda Motor Co. ........................15 Audi Group ....................................................26 Audi Shrewsbury ..........................................25 Axalta Coating Systems ..................................6 Balise Wholesale Parts Express ......................9 Best Chevrolet/Best CDJR..........................IFC

BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

BMW Group ..............................................16-17 BMW/Mini of Warwick ................................27 Colonial Auto Group ......................................4 Empire Auto Parts..........................................42 Enterprise ........................................................53 Estify Transfer ................................................40 First Chrysler-Dodge-Jeep-Ram ..................37 First Ford ........................................................37 First Hyundai..................................................37 Ford Group ....................................................48 FutureCure ......................................................54 Honda Group..................................................51 Hyundai Group ..............................................49 Imperial Ford ..................................................48 Ira Subaru........................................................13 Ira Toyota of Danvers ....................................12 Kelly Automotive Group............................IBC Kia Group........................................................36 Linder’s, Inc. ..................................................40 Long Automotive Group ..............................14 Mazda Group..................................................52 McGovern Chrysler Jeep Dodge Ram ........42 Mercedes-Benz of Shrewsbury ....................25 Mopar Group..................................................20 Nissan Group..................................................31 Polyvance ........................................................21 PPG ....................................................................3 Robertsons GMC Truck ................................53 Sarat Ford Lincoln..........................................53 Sentry Group ..................................................30 Shop For Sale ..................................................32 Subaru Group ................................................41 Tasca Group ....................................................22 Toyota Group..................................................43 Volvo Group....................................................47 VW Group ......................................................35 Wagner BMW of Shrewsbury ......................25 Wagner Kia of Shrewsbury ..........................25 Wellesley Toyota/Scion ................................37 Wheel Collision Center ................................19

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