New Jersey Automotive December 2018

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THE OFFICIAL PUBLICATION OF THE ALLIANCE OF AUTOMOTIVE SERVICE PROVIDERS/NEW JERSEY (www.AASPNJ.org) AND THE AUTOMOTIVE RECYCLERS ASSOCIATION OF NEW JERSEY (www.ARANJ.org)

December 2018 $595

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4 | New Jersey Automotive | December 2018

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We Appreciate Your Business!

Flemington Audi, the largest Audi wholesale parts dealer in NJ, thanks our customers for continued loyalty and business. We appreciate the opportunity to serve you over the years, and look forward to helping you save time and increase profits in the future with Audi Genuine Parts.

• Our expert parts staff is ready and able to give you premium customer service and help you meet the demands of your business.

• Our concierge support helps you get the parts you need when you need them to wow your customers.

• We offer daily deliveries throughout the tri-state area with our fleet of 22 delivery vans.

• As our customer, you have access to the Audi technical support hotline to help you speed up installation and get repairs out the door quicker.

Flemington Audi 213 Routes 202/31 South, Flemington, NJ 08822 Business Hours: M-F 7:30am – 5pm Sat 8am – 4pm

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P.O. Box 734 Neptune, NJ 07753 EXECUTIVE DIRECTOR Charles Bryant 732-922-8909 / setlit4u@msn.com 2017 - 2019 OFFICERS PRESIDENT Jerry McNee, Ultimate Collision Repair, Inc. 732-494-1900 / ultimatecollision@att.net COLLISION CHAIRMAN Dennis Cataldo, Jr., D&M Auto Body 732-251-4313 / jr@dandmautobody.com MECHANICAL CHAIRMAN Keith Krehel, Krehel Automotive Repair, Inc. 973-546-2828 / krehelauto@aol.com TREASURER Tom Elder, Compact Kars, Inc. 609-259-6373 / compactkars@aol.com SECRETARY Thomas Greco, Thomas Greco Publishing, Inc. 973-667-6922 / thomas@grecopublishing.com BOARD John Craggan, Ultimate Collision Repair, Inc. 732-494-1900 / jcraggan@ultcollision.com Gary Gardella, Jr., County Line Auto Body 732-363-5904 / countylineautobody@gmail.com Dave Laganella, Peters Body and Fender 201-337-1200 / petersbandf@gmail.com Sam Mikhail, Prestige Auto Body 908-789-2020 / mikhail@goldcar.com Ted Rainer, Ocean Bay Auto Body 732-899-7900 / ted@oceanbayautobody.com Anthony Trama, Bloomfield Auto Body 973-748-2608 / anthony@bloomfieldautobody.com BOARD ALLIED Joe Amato, The Amato Agency 732-530-6740 / joesr@amatoagency.com Dave Gruskos, Reliable Automotive Equipment 732-495-7900 / dave@rae1.com Mike Kaufmann, Advantage Dealer Services 973-332-7014 / mkaufmann@advantageds.com PAST PRESIDENT ATTENDING Jeff McDowell, Leslie’s Auto Body 732-738-1948 / chacki@aol.com

PUBLISHER Thomas Greco / thomas@grecopublishing.com SALES DIRECTOR Alicia Figurelli / alicia@grecopublishing.com EDITORIAL DIRECTOR Joel Gausten / joel@grecopublishing.com CREATIVE DIRECTOR Lea Velocci / lea@grecopublishing.com EDITORIAL/CREATIVE COORDINATOR Alana Bonillo / alana@grecopublishing.com OFFICE MANAGER Donna Greco / donna@grecopublishing.com CONTRIBUTING EDITORS Charles Bryant • Mario DeFilippis • Jeff McDowell • Mitch Portnoi • Ron Ananian Keith Krehel • Jerry McNee • Bob Dirkes

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 JERSEY AUTOMOTIVE is published monthly and is sent to AASP/NJ and ARANJ members free of charge. Subscriptions are $24 per year. NEW JERSEY AUTOMOTIVE is published by Thomas Greco Publishing Inc., 244 Chestnut St., Nutley, NJ 07110. The editorial contents of NEW JERSEY AUTOMOTIVE are copyright © 2018 by Thomas Greco Publishing Inc. and may not be reproduced in any manner, either in whole or in part, without written permission from the publisher and/or editor. Articles in this publication do not necessarily reflect the opinions of Thomas Greco Publishing Inc. Stock Images courtesy of www.istockphoto.com.

CONTENTS

VOLUME 48 NUMBER 12 | December 2018

10 OUT OF BODY AND (MECHANICAL) EXPERIENCES 14 PRESIDENT’S MESSAGE 18 EXECUTIVE DIRECTOR’S MESSAGE

20 I-CAR CALENDAR 22 MECHANICAL CHAIRMAN’S MESSAGE 57 NJA ADVERTISERS’ INDEX

LOCAL NEWS by Alana Bonillo 26 AASP/NJ Donates to John Theurer Cancer Center NATIONAL NEWS 28 AASP/NJ Highlights Dealer Plate Issue, Legislative Work at National Board Meeting

by Alana Bonillo

32 A Look Back at SEMA 2018 by Alana Bonillo and Joel Gausten 34 FTC Warns of Vehicle History Report Scams GUEST FEATURE by Robert L. McDorman 38 Ask the Expert: “OEM Blueprint Repair Plan” vs. “Insurance Photo App Estimate”

AASP/NJ MEMBER PROFILE 42 Hampton Body Works

by Alana Bonillo

ASK MIKE 50 How Can Shops Build Better Trust with Employees?

AUTOMOTIVE RECYCLERS ASSOCIATION OF NEW JERSEY 53 President’s Message by Rodney Krawczyk Wharton Insurance Briefs

by Mario DeFilippis

THE LIST 55 “What Do You Want for Christmas This Year?”

Joe Amato, Sr. Ron Ananian Jim Bowers Charles Bryant Don Chard Guy Citro Pete Cook Ed Day Dave Demarest Phil Dolcemascolo Tom Elder Bob Everett

Thomas Greco Dan Hawtin Rich Johnson Wes Kearney Nick Kostakis Jim Kowalak Joe Lubrano Michael Lovullo Jeff McDowell Sam Mikhail Ron Mucklow

George Petrask Russ Robson Jerry Russomano George Threlfall Cynthia Tursi Lee Vetland Paul Vigilant Rich Weber Brian Vesley Glenn Villacari Stan Wilson

New Jersey Automotive | December 2018 | 7

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The repair of luxury vehicles begins with GENUINE PARTS

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8 | New Jersey Automotive | December 2018

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Our flagship dealerships are pleased to offer a wide selection of authentic genuine parts so you can repair your customer’s luxury car to the highest quality.

Not only do we sell WHOLESALE GENUINE PARTS across the tri-state area — we have a knowledgeable team of parts specialists that can find the component you need for a seamless vehicle repair.

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LAND ROVER GLEN COVE 70 Cedar Swamp Road Glen Cove, NY 11542 855.582.4719 landroverglencove.com

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LAND ROVER HUNTINGTON 1249 E. Jericho Turnpike Huntington, NY 11743 855.582.4713 landroverhuntington.com

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OUT OF BODY (AND MECHANICAL) EXPERIENCES

by THOMAS GRECO, PUBLISHER

A Christmas Dream As I roll over in my bed, I look at the clock. It’s 9am. Christmas Day. Hell, my kids are grown. I don’t have to get up. Everyone’s sleeping late.

But then I hear a familiar voice: “Tom, son, come on down.”

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I walk down my stairs into the living room, around the corner into the kitchen, and there’s my dad sitting at the table. He’s joined by my Uncle Pompey and my Uncle Joe. “Son, join us for a Christmas toast,” my dad says.

“But Dad…” “Tom, you’re old enough now. Come on now, it’s a tradition. You know that.”

I down the shot and I wake up. It’s 9:05am.

I only had 24 Christmas Days with my dad.

“Tommy, you could be seven years old or 57 years old. You’ll always be my baby boy.”

I take a bite of the pancakes and I wake up. It’s 10:05am.

I only had 27 Christmas Days with my mom.

I fall back to sleep and I roll over again. It’s 11am.

Christmas Day. Hell, my kids are grown. I don’t have to get up. Everyone’s sleeping late. But then I hear a familiar voice. I walk down my stairs into the living room, and there’s my sister Diane, opening gifts.

“Mom, Dad, Tommy’s still sleeping!” Diane yells.

“But Di…” “I’m here, baby bro. I’ll always be here.”

I reach out to hug her and I wake up. It’s 11:05am.

I had 57 Christmas Days with my sister Diane.

I fall back to sleep and I roll over again. It’s 10am.

Christmas Day. Hell, my kids are grown. I don’t have to get up. Everyone’s sleeping late. But then I hear a familiar voice: “Tommy, come down and eat your pancakes!”

Pancakes? I never eat breakfast. I walk down my stairs into the living room, around the corner into the kitchen.

And there’s my mom cooking at the stove, with my grandmother yapping away at the kitchen table.

“Merry Christmas, my baby boy,” my mom says.

“But Mom…”

This year will my first Christmas Day without her.

NJA T

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It Takes a Village PRESIDENT’S MESSAGE

by JERRY MCNEE

I’m smart enough to know that I don’t know everything.

Without a doubt, one of the best decisions I’ve ever made as a collision repair facility owner was to join AASP/NJ. Whether it’s at a Board meeting, an associationsponsored educational/training event or our annual NORTHEAST® Automotive Services Show, I learn something every time that ultimately helps my shop and makes me a better businessperson. When I see someone in AASP/NJ succeed in an area that has given me trouble, I get inspired. I enjoy meeting people who are wiser than I am; it helps me grow tremendously. That’s what makes AASP/NJ worth my time.

It’s a mistake for anyone in this industry to think they know it all. That only works until they face a situation that challenges their knowledge and forces them to look at things another way. Our industry is not getting any easier, so it’s critical that every shop owner out there keeps an open mind to new ideas. AASP/NJ is here to help you do that, but we can only go so far without your interest, participation and support.

As a member, are you attending the events we put on across the state?

Are you using a paint and material cost accounting system – something we fought hard for you to use? Are you contributing to our Legal Fund to

help us take action against things that threaten us? Help us help you; donate monthly or yearly to our Legal Fund.

This is the only way changes will be made – or are you content with the way things are?

We are all in this together. A lot of time, energy and effort go into what AASP/NJ does for the industry. We are a group of volunteers putting in all we can to make lives better for every repairer and owner in the state. We have an executive director, Charlie Bryant, who works tirelessly on your behalf and is available to you through our Hot Line. Numbers don’t lie – and AASP/NJ is here to help you learn them. The association is doing all it

can for our members; now, it’s time for our members to stand up for us like never before.

Our membership renewals are out, and it is my hope that anyone reading this will graciously renew with AASP/NJ or join us for the first time.

There is strength in numbers. If everyone reading this message is happy with the way things are, then ignore everything you’ve just read. But if you are tired of sitting back and saying nothing when an outside party tells you how to do things, then take action, donate and increase your participation in AASP/NJ. If you put nothing in, then you’ll get nothing in return.

NJA

Remembering Diane Ricca Diane Ricca, wife of former AASP/NJ Board member Robin Ricca, passed away on November 1 at the age of 70. Diane and Robin enjoyed 45 years of marriage and raised two sons. Diane worked at Valley Middle School for 28 years and was beloved in her community. AASP/NJ and New Jersey Automotive offer the Ricca family our deepest condolences.

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For Original BMW Parts, contact one of these authorized BMW centers: BMW of Springfield 391-399 Route 22 E. Springfield, NJ 07081 Toll Free: 800-648-0053 Fax: 973-467-2185 bmwofspringfieldnj.com

Wide World BMW 125 East Route 59 Spring Valley, NY 10977 PH: 877-817-3895 Fax: 845-425-5080 wideworldofcarsbmw.com

BMW of Bridgewater 655 Route 202/206 Bridgewater, NJ 08807 PH: 908-287-1800 FAX:908-722-1729 bridgewaterbmw.com

Flemington BMW 216 Route 202/31 Flemington, NJ 08822 PH: 877-657-2787 Fax: 908-782-1795 njparts.com/bmw

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Circle BMW 500 Route 36 Eatontown, NJ 07724 Parts Direct: 732-440-1235 Fax: 732-440-1239 wholesale@circlebmw.com circlebmw.com

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EXECUTIVE DIRECTOR’S MESSAGE

Analyzing the Issues and Seeking Answers

by CHARLES BRYANT

As most already know, I run a Hot Line for the members of AASP/NJ. It has existed for years, and many of our members use it on a weekly – and sometimes daily – basis.

Many of the questions that come in are covered by the regulations that oversee the fair claim settlement practices of insurance companies. With that said, it would seem easy enough to point to the provision in the regulations that addresses the caller’s issue. However, more often than not, finding the section that lays out the rules pertaining to the problem and providing that information to the caller does not solve the problem.

Naturally, one might ask, “Why not? If there are regulations that govern fair claim settlement practices and you are able to find the rules on a particular problem and provide that information to the insurer, why wouldn’t that resolve the issue?” The answer to that question is simple, and I have written about it many times. The reason is that the rules that govern insurers’ claim settlement practices have no teeth.

Most laws, rules and regulations have penalties set up for violations, and some can be quite severe. When most laws, rules or regulations are violated, the injured party has the right to go to court and have that court first decide if the rule or law has in fact been violated. The court can then impose a penalty based on how severe the issue is. Certain issues, like one party violating the provisions of a contract, can be considered consumer fraud. In such cases, the court can impose really stiff penalties, including court costs, attorney’s fees, treble (damages or three times the amount owed in the first place). However, the rules or regulations that govern an insurer’s claim settlement practices have been watered down to prevent insureds from being able to have the issue heard. In other words, there is no private right of action for violating the regulations that govern fair claim settlement practices.

So, the next questions anyone would ask are, “What is an insured supposed to do when an insurer violates the regulations that govern fair claim settlement practices by failing to pay a fair and reasonable amount to repair a damaged vehicle? What if the insurer refuses to pay for a part that requires replacement and instead limits their payment to an amount that will only cover a repair – or refuses to pay for a claim at all?” Well, here is the problem.

The way these regulations are set up limits a claimant’s rights to make a complaint to the New Jersey Department of Banking and Insurance. In other words, insureds can’t sue insurance companies when they violate the regulations that insurers are supposed to follow when settling their claim. All

18 | New Jersey Automotive | December 2018

they can do is make a complaint to the Department of Banking and Insurance. Based on my years of experience running the Hot Line, the Department often answers complaints by stating that there is nothing they can do to help or that the insurer’s actions are not governed by the regulations.

Here are some typical bottom-line answers: “We regret our findings could not be more favorable.

Unless new substantial evidence is provided to support your viewpoint, we are unable to provide further assistance.”

“Absent substantial evidence to the contrary, it appears the company’s position is valid and in accordance with the current statutes and regulations governing payment of physical damage loss claims in the state.”

“Be advised that no action has been or will be taken as stated below until supporting documentation showing that the shop’s actual costs [in the form of billing invoices from the paint or materials supplier] were greater than the insurer’s allowance for each case, as well as the customer’s written authorization for your shop to act on their behalf is submitted.”

The bottom line is that the Department of Banking and Insurance rarely stands up to an insurer and forces them to pay a claim. Instead, they simply accept whatever position the insurer takes as the reason they have limited or refused to honor a claim. The Department often seems more like an advocate for the insurers than a protective agency for consumers. continued on page 20

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CALENDAR

EXECUTIVE DIRECTOR’S MESSAGE

continued from page 18

Fortunately, there is legislation proposed that would allow an insured a private right of action – in other words, the right to file a claim in a court of law in addition to making a complaint to the Department of Banking and Insurance.

Just like with the New Jersey Consumer Fraud Act, if the insured is successful in their case, they would be entitled to court costs, attorney’s fees and treble damages. Similar bills have been proposed in the past, but they were always killed early on. However, as a result of the abuse suffered by victims of Superstorm Sandy by insurers, this bill is getting much more traction and is much more likely to pass. We will just have to wait and see.

In the meantime, shops are asking what are they are supposed to do when an insurer refuses to pay for the necessary procedures to repair a damaged vehicle safely and properly at a fair Labor Rate. Well, I have said it before – and not to be rude – but many shops just don’t seem to get it! The answer is so simple. Stop trying to be the hero, and enforce your contract with your customer. Shops need to wake up and understand who their customer is.

Once they do, they will begin to understand how and why insurers are able to get away with most of the terrible things they do now.

Read this carefully! Although the insurance company comes to the collision shop to inspect a damaged vehicle and attempts to reach an agreed price to repair that vehicle, the insurer is not your customer. This does not make the body shop a party to the insurance contract.

Therefore, an insurer can tell the body shop, “That is all we are going to pay” or, “We will not pay more than we have written our estimate for” and suffer no consequences for their actions. Why? Because the body shop is not a party to the insurance contract. Period! Get it?

On the other hand, the insurance company went into a contract with the owner of the vehicle to indemnify them in the event of a loss or claim. There is a provision in the insurance contract that allows an insurer to dictate how much they are going to pay for repairs, but an insurance company will rarely choose that option, which is referred to as the option to repair the property as opposed to settling the claim in money. The reason they don’t choose this option is because the insurer then becomes liable for negligent repairs, and the cap on the policy limit is broken. Therefore, if the insurer chooses to settle the claim in money, they are obligated to indemnify the insured.

So, let’s make this simple. If the vehicle owner has a contract with an insurer to indemnify them for their loss, and they pay the collision shop the full amount of a reasonable estimate, then the insurer has to indemnify the insured under the terms of the contract of the insurance policy. Period! Are you starting to see where we are going? The insurance company can do or say whatever they want to a body shop as to what they will and won’t pay for. That is not the case with the insured. They must indemnify the insured under the terms of the contract of insurance.

What collision shops need to do is stop playing the hero. Stop agreeing to estimates that do not reflect a fair and reasonable amount to repair a damaged vehicle safely and properly. Shops need to understand who their customer is and enforce their repair contract. That would put the vehicle owner in the position of having to enforce the insurance contract.

For now, try and understand what has been said in this message, and stay tuned for the next few issues. We will go deeper into the issue of who the shops’ customer really is – and why it is so important for shops to understand this.

DECEMBER 4, 2018 Corrosion Protection Reliable Automotive Equipment, Belford Measuring Innovative Solutions & Technology, Lincoln Park Hazardous Materials, Personal Safety & Refinish Safety Allstate, Bridgewater DECEMBER 5, 2018 Full-Frame Partial Replacement Allstate, Wall DECEMBER 6, 2018 Aluminum Exterior Panel Repair & Replacement Reliable Automotive Equipment, Belford Corrosion Protection Atlantic County Institute of Technology, Mays Landing Hazardous Materials, Personal Safety & Refinish Safety Ramada Inn – Newark Airport, Newark DECEMBER 11, 2018 Steel Unitized Structures Technologies & Repair Reliable Automotive Equipment, Belford DECEMBER 12, 2018 Automotive Foams Allstate, Wall DECEMBER 13, 2018 Plastic & Composite Repair Metropolitan Car-o-liner, Mahwah Vehicle Technology Trends & Diagnostics Overview Ramada Inn – Newark Airport, Newark DECEMBER 19, 2018 Understanding the Cycle Time Process Allstate, Wall DECEMBER 20, 2018 Understanding the Cycle Time Process Atlantic County Institute of Technology, Mays Landing Measuring Reliable Automotive Equipment, Belford

For more information, visit i-car.com

NJA

NJA

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New Jersey Automotive | December 2018 | 21

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Vehicle Corrosion and Longevity

MECHANICAL CHAIRMAN’S MESSAGE

by KEITH KREHEL

deicers have achieved good results, while others have actually made things worse. From my experience, there are two strategies when it comes to vehicles on a “high-salt diet.”

Strategy 1 Replace the vehicle often (every three to five years) with little effort and expense. Prolong the vehicle life, then sell it cheaply to someone (preferably a person you don’t care for or live close to).

Over the last 40-plus years, I have witnessed the effects of salt and other deicers (mostly chlorides) on vehicles. I first took notice of corrosion when my first car, a 1968 Firebird, had rusting rear fender wells. Later, I experienced it with my father’s 1976 Datsun. (Remember them?) The 260Z was a great performance car, but it seemed to change weight class through rust.

While in my own business, since 1982, I have become involved in a lot of fleet repair of commercial vehicles that are purpose-built (to make money) and do not normally get replaced on a whim. They are replaced only when they become unworthy of the expense(s) to keep them in service. Corrosion is often a factor. My brother, a Chemistry teacher at a local high school, told me years ago that most steel spends its life trying to revert back to the ore from which it came. Most of this article concerns combating this tendency. Some of my efforts to mitigate the corrosive nature of

22 | New Jersey Automotive | December 2018

Strategy 2 Keep the vehicle in service 20 years from the date of manufacture (different from purchase date) with proper maintenance and cleaning procedures in place. This is what I believe to be the most cost-effective (by far) over the long term. From what I have witnessed, most white service (snow) and green service (landscape) vehicles do not see heavy miles; therefore, they should have a long service life.

These are some of the parts that prematurely fail when exposed to salt: Oil pan: Often becomes porous with corrosion and requires replacement.

This is no small task on four-wheel drive vehicles (especially with large diesel engines).

Brake Lines: These are among the more “exciting” items to fail, as they usually do so in the field with the loss of brakes. Factory lines are usually high-quality and last a long time, but are usually unavailable from the dealer (even when new). Replacement lines commonly available from parts houses are a temporary fix that will only last a few years. When I replace brake lines in a plow truck, I use stainless lines. I have never had a problem (or worry) afterwards.

Frame Horns: The frame horns are the forward part of the vehicle frame that supports the radiator and such. A failure here is repairable – as I have done many times – but it is expensive and a huge undertaking that requires special welding techniques.

Vehicle Frame: This is usually fatal, as a vehicle frame (between the front and rear wheels) is made to twist and bend over its length. Repairing a frame is more complex than just welding on more metal, as the frame at the weld could become ridged and crack. Years ago, a customer’s plow truck was being considered for “just one more season” of use. As we raised it off the ground a couple of feet to check it out, the frame cracked in the middle (no exaggeration), and both sets of tires – front and rear – dropped back down onto the ground.

It had already run its last season.

Here are some suggestions to help your vehicle reach the 20-year mark: Do not buy a vehicle – even a tailgate model – that has been used as a salter. They are rarely, if ever, properly washed off after a storm or post-season. A former plow truck may be okay, but if it has a salter on board, it will most likely be a rust bucket. As I write this article, there is a truck in my shop that needs steel lines and an oil pan, requiring the removal of the cab. (See photos.) This is no small job due to salt usage.

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Wash the vehicle underneath thoroughly between storms and again at the end of the season.

The best way I have seen this done is with a Klean Frame machine that easily washes the underside of the vehicle without the operator getting soaked.

Handing anyone – especially a new or inexperienced employee – a pressure washer is a prescription for failure. They may actually damage the seals and such while still missing vital frame areas. Some people go to a car wash post-storm; however, keep in mind that most car washes in this area use recycled water. The salt from the prior cars washed is being sprayed onto your vehicle.

I’m all for recycling, but not if it means a “salt water rinse” of my truck. Also, from what I have witnessed, most vehicles that had “one pass” through the car wash still had salt crystals resting on the frame.

Undercoating the vehicle when new helps create a barrier between the salt and painted metal. DO NOT apply cans of undercoat to older vehicles.

Although it looks impressive at the start, it actually can “lift” in areas and hold salt water against the frame, accelerating rust.

Use treated salt only (if possible). People in the snow response field will know what I mean. Most salt suppliers sell both white rock salt and treated rock salt. This treated salt works better and has the advantage of not creating salt dust during application. This salt dust that is inherently present with regular rock salt (with dry, bagged product the worst) gets all over the vehicle – in the cab, in the frame and on the engine. I have noticed that fleets that use regular (as opposed to treated) salt have excessive alternator and starter failures, usually taking that truck out of action for the storm. I’m not sure why the treated salt companies don’t promote this issue. They should.

Seasonal spray coatings (such as Krown and Fluid Film) are light oil sprays that are applied once or

twice a year to the underside of vehicles to mitigate rust. These products are more common in Canada and along the northern border due to longer salt seasons.

I have used both on my trucks and wave runners with success.

Follow the recommended maintenance schedule. Most unreliable vehicles were not built that way at the factory; they were created over time by a lack of maintenance, hard usage and

poor workmanship by service personnel.

Keeping a vehicle – even one subject to a corrosive environment – for 20 years is very possible if it is properly cleaned and maintained. I know I have covered a lot in the article; if anyone has a question, feel free to email me at krehelauto@aol.com.

NJA

For Genuine Subaru Body Parts, contact these Authorized Subaru Dealers.

Flemington Subaru 167 Route 31 Flemington, NJ 08822 Toll Free: 877-657-2787 Fax: 908-782-1795 bseymour@flemington.com www.njparts.com

Liberty Subaru 55 Kinderkamack Road Emerson, NJ 07630 Phone: 201-261-7495 Fax: 201-261-3261 Toll Free: 888-782-9493 parts@libertysubaru.com www.libertysubaru.com

Paul Miller Subaru 3469 Route 46 Parsippany, NJ 07054 Phone: 973-658-5714 Fax: 973-402-9591 mdaltilio@paulmiler.com www.paulmillersubaru.com/parts

New Jersey Automotive | December 2018 | 23

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Diagnostically speaking, there is no substitute.

Porsche technology.

Porsche Genuine Service & Parts.

Contact one of these authorized dealers.

Town Porsche 105 Grand Avenue Englewood, NJ 201-227-6505 Fax 201-227-6553 town-motorcar.porschedealer.com

Flemington Porsche 213 Route 202/31 Flemington, NJ 800-216-5124 Fax 908-782-9397 flemingtonporsche.com

Porsche Princeton 3333 Route 1 Lawrenceville, NJ 609-945-1500 Fax 609-945-1501 princetonporsche.com

Š 2018 Porsche Cars North America Inc. Porsche recommends seat belt usage and observance of traffic laws at all times.

24 | New Jersey Automotive | December 2018

Paul Miller Porsche 3419 Route 46 East Parsippany, NJ 973-227-3000 Fax 973-575-8396 paulmillerporsche.com

Porsche Monmouth 280 Route 36 East West Long Branch, NJ 732-935-7600 Fax 732-935-7602 porschemonmouth.com

Manhattan Motorcars 711 11th Avenue New York, NY 877-661-1586 Fax 646-473-0798 manhattanmotorcarsporsche.com

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New Jersey Automotive | December 2018 | 25

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LOCAL NEWS By Alana Bonillo

AASP/NJ Donates to the John Theurer Cancer Center at Hackensack University Medical Center Pictured right: AASP/NJ President Jerry McNee presents a $1,000 check to Nancy Karole Kennedy, director of development at Hackensack University Medical Center, in support of the John Theurer Cancer Center

516-361-9220

www.collisionequipment.net

26 | New Jersey Automotive | December 2018

The Alliance of Automotive Service Providers of New Jersey (AASP/NJ) has made a $1,000 donation to the John Theurer Cancer Center at Hackensack University Medical Center (HUMC) in support of the facility’s comprehensive cancer care program, which treats cancers including prostate and pancreatic.

For the past several years, the association has hosted an annual fundraiser to aid in the fight against cancer. This year, AASP/NJ chose the John Theurer Cancer Center as the recipient of funds raised during its 2018 Race Night event, held this past June at RPM Raceway in Jersey City.

In October, AASP/NJ President Jerry McNee visited the John Theurer Cancer Center to meet with Nancy Karole Kennedy, director of development at Hackensack University Medical Center, to formally present the $1,000 check and tour the facility.

“AASP/NJ is proud to support the John Theurer Cancer Center. It was quite a humbling experience to walk through the facility and see the type of hope they offer, which is a blessing to those in need. The stateof-the-art equipment, treatment, support and health and wellness programs are truly life-changing,” said McNee. John Theurer Cancer Center at Hackensack University Medical Center is New Jersey’s largest and most comprehensive center continued on page 57

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Flemington Volkswagen 213 ROUTE 202/31 FLEMINGTON, NJ 08822 TOLL FREE: 877-657-2787 FAX: 908-782-1795 rmuir@flemington.com www.NJPARTS.com

Douglas Motors 491 MORRIS AVE. SUMMIT, NJ 07901 PHONE: 908-277-1100 FAX: 908-273-6196 TOLL FREE: 800-672-1172 www.douglasvw.com email: douglasparts@douglasautonet.com

Trend Motors 221 ROUTE 46 WEST ROCKAWAY, NJ 07866 888-267-2821 FAX: 973-625-4985 www.trendmotors.com email:dreinacher@trendmotors.com

Paul Miller VW of Bernardsville 118 MORRISTOWN ROAD BERNARDSVILLE, NJ 07924 TOLL FREE: 877-318-6557 LOCAL: 908-766-1600 FAX: 908-766-6171

New Jersey Automotive | December 2018 | 27

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NATIONAL NEWS By Alana Bonillo

AASP/NJ Highlights Dealer Plate Issue, Legislative Work at National Board Meeting

In late October, the 2018 SEMA Show in Las Vegas brought members of the Alliance of Automotive Service Providers (AASP) National Board together for their semi-annual meeting. AASP leaders gathered at the Renaissance Hotel to identify and address industry challenges and legislative strategies.

AASP state affiliate representatives shared details of their respective membership programs so they could learn from each other and influence new ideas they can bring back to their respective organizations. AASP/NJ Executive Director Charles Bryant highlighted many of the benefits and programs currently available to association members, including the AASP/NJ Hot Line. AASP/NJ also works closely with police departments throughout the state via its Hit and Run program, which enables the association to assist law enforcement in identifying vehicles that may have been in an accident through the parts left behind.

Bryant also shared a recent win regarding an issue with dealer plates that had many shops in New Jersey alarmed. The state’s Motor Vehicle Commission (MVC) had recalled these plates for any shop that sold fewer than four cars per year and limited the sales to retail and New

Congratulations to the newly elected AASP National Executive Board. From left: President Bill Adams (New York), Executive Director Chair Bob Pulverenti (North Carolina), Vice President Tom Elder (New Jersey) and Secretary/Treasurer Molly Brodeur (Massachusetts)

28 | New Jersey Automotive | December 2018

AASP/NJ Executive Director Charles Bryant

Jersey-only sales. He explained that MVC suspects that shops need these plates in order to transport cars back and forth to dealerships as part of their operation, which is not allowed. Thankfully, the MVC put a waiver on the recall – allowing wholesale sales and out-of-state sales to count – and are giving shops more time.

“What a relief. I never saw such an angry group of people – and then later, a happier group of people.”

In addition, Bryant received a commitment from the MVC to work with AASP/NJ to create a transporter plate for body shops.

AASP/NJ is also hard at work in support of Senate Bill 2144, otherwise known as the New Jersey Insurance Fair Conduct Act. This bill would create a private right of action for the violation of the unfair claims practice regulations.

Currently, if an insurance company is in violation, an insured or shop cannot sue, but Bryant says the proposed legislation would “put teeth” into the unfair claims practices law. If an insurance company were to be found in violation, court costs and treble damages would be reimbursed.

Bryant says he plans to testify on behalf of the bill when it goes up for a vote. continued on page 57

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

New Jersey Automotive | December 2018 | 29

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Audi dealers strive to make you an Au

• Audi dealers offer an expanded inventory of sheet metal, bumper covers and suspension items that will reduce your cycle time.

• Audi dealers can order non-stocked parts on Friday and have them available on Saturday to help speed your repairs.

• Audi Genuine Parts carry a limited 12-month warranty* to help ensure quality and reliability from your repairs.

Installing Audi Genuine Parts from an Audi dealer is priceless to your reputation and your custom Flemington Audi 213 Route 202/31 Flemington, NJ 08822 Toll Free: 877-657-2787 Fax: 908.782.1795 email: rmuir@flemington.com www.NJPARTS.com

30 | New Jersey Automotive | December 2018

Classic Audi 655 North Macquesten Pky. Mount Vernon, NY 10552 914.663.2870 Fax: 914.663.2878 email: parts@westchesteraudi.com www.westchesteraudi.com

Paul Miller Audi 179 Route 46 East Parsippany, NJ 07054 Toll Free: 800.35.MILLER Parts Direct: 973.575.7793 Fax: 973.575.5911 www.paulmiller.com

DCH Millburn Audi 2211 Millburn Ave Maplewood, NJ 07040 Toll Free: 800.553.9250 Direct: 973.762.0262 Fax: 973-762-2381 www.millburnaudi.com

Audi Brooklyn 211 63rd Street Brooklyn, NY 11220 Phone: 718.492.6400 Fax: 718.492.8899 rmerchant@audibrooklyn.com www.audibrooklyn.com

NJA1218.qxp_NEW JERSEY AUTOMOTIVE 11/27/18 4:09 PM Page 31

Audi Genuine Parts fan.

Are insurance adjusters recommending lower cost substitutions when repairing your customer’s Audi?

customer’s peace of mind. Order Audi Genuine Parts from these select dealers.

Bell Audi 782 Route 1 Edison, NJ 08817 732.396.9360 Fax: 732.396.9090 www.bellaudi.com

Town Motors Audi 400 South Dean Street Englewood, NJ 07631 201.227.6506/6536 Fax: 201.541.0314 www.townmotors.com

Audi Eatontown 95 Route 36 Eatontown, NJ 07740 732.389.1000 Fax: 732.483.8455 www.eatontownaudi.com

Cherry Hill Audi 2261 Marlton Pike West Cherry Hill, NJ 08002 Wholesale: 856.665.5660 Fax: 856-773-4077 email: parts@cherryhillimports.com www.cherryhillaudi.com

Jack Daniels Audi of Upper Saddle River

243 Route 17 Upper Saddle River, NJ 07458 201.252.1500 Fax: 201.254.1552 email: jmarcella@jackdanielsmotors.com www.jackdanielsmotors.com

New Jersey Automotive | December 2018 | 31

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A Look Back at SEMA 2018

NATIONAL NEWS By Alana Bonillo and Joel Gausten

From October 29 to November 2, automotive enthusiasts from all over the world once again made their way to the Las Vegas Convention Center for the annual SEMA Show. Scores of collision repair vendors attended the event to connect with customers and showcase new products, including some well-known companies from our own backyard.

Dave Gruskos, president of Reliable Automotive Equipment (Belford) believes that accessibility to greater knowledge was the key to SEMA 2018’s success.

“The SEMA Show this year was absolutely exceptional with the amount of people seeking education.

Everyone I spoke to there wasn’t going around kicking tires to buy equipment. They were there to learn how to make their shops better.

Education is everything.”

Gruskos, who also serves on the AASP/NJ Board of Directors, is a wellknown educator and speaker. This

year, he presented “Building Your Business to Meet the Direction of the OEM” as part of the Society of Collision Repairer Specialists’ (SCRS) Repairer Driven Education (RDE) Series. In this presentation, he addressed collision repair professionals on how to go after OEM certifications and gain a bigger presence. He also provided them with an idea of where the future lies as a result of these programs. Gruskos told the audience there is more to it than just applying for certification. In his mind, it is all about the training.

“Everyone thinks they can apply

Reliable Automotive Equipment brought education and innovation to SEMA 2018.

32 | New Jersey Automotive | December 2018

Accudraft enjoyed a successful SEMA experience.

for certification and then do the training later. No one wants the person who does it later; they want the person who does it now.”

Kurt Lammon, president of Polyvance, was pleased with the response his company received at SEMA. “We’ve had a lot of interest. We loved talking to all of our customers and distributors and just loved the whole experience.”

Innovative Solutions and Technology (Lincoln Park) came home big winners this year, as the company won the Pro Spot International’s Distributor of the Year award for 2018.

Pat O’Neill, owner of Chesapeake Automotive Equipment (Chesapeake, MD), shared good sentiments about Pro Spot‘s presence in Las Vegas. “[SEMA] is all about seeing what is new in the industry and keeping up to date with things.”

Attendees couldn’t miss the brightly lit yellow-and-white Spanesi booth, which was equipped to demonstrate new technology. continued on page 40

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FTC Warns of Vehicle History Report NATIONAL NEWS

to your car’s vehicle identification number…Scammers hope you’ll think that, but no. In this case, “.vin” is a relatively new website “domain” – like “.com” or “.org” – that groups can apply to use. This domain was intended to be used for sites that relate to wine, since “vin” is the French word for wine, but others are not prevented from using it.

The Federal Trade Commission (FTC) has issued a special alert warning of a new scam targeting people who are selling their cars online. These sellers are receiving calls or texts from people who claim to be interested in buying the vehicle, but these callers are also requesting a car history report before they will proceed. They ask the seller to get the report from a specific website where the user enters certain information and pays about $20 by credit card for the report. Sellers have reported sending this information to these “buyers” and never hearing from them again.

The FTC has provided the following details on the scam:

The FTC believes that the scam could be a way for companies called “lead generators” to get information that they later sell to third parties for advertising and marketing purposes.

Go to ftc.gov/usedcars for information on vehicle history reports, recall notices and how to learn whether a car has been declared salvage.

When the car sellers go to one of these websites, they’re automatically redirected to sites ending in “.vin” – which seems like it might be related

NJA

LYNNES

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34 | New Jersey Automotive | December 2018

Parts: 800-782-7597 E-mail: John@lynnes.com www.lynnesnissan.com Hours: M-F 7:30am - 6pm, Sat 7:30am - 2pm 5 Alva Street | Bloomfield, NJ 07003

NJA1218.qxp_NEW JERSEY AUTOMOTIVE 11/27/18 4:10 PM Page 35

New Jersey Automotive | December 2018 | 35

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YOU tell us what and when and WE worry about how to get you the right parts when you need them.

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IT'S ALL ABOUT YOU!

36 | New Jersey Automotive | December 2018

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Left to right: Bill Grasso (Operations Mgr.), Bill DiRusso (Director), Dennis Davenport (GM), Bill Curren (NJ Sales Rep.) and Nick Halliday (Sales Mgr.)

New Jersey Automotive | December 2018 | 37

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ASK THE EXPERT: “OEM Blueprint Repair Plan” vs.

“Insurance Photo App Estimate”

GUEST FEATURE Robert L. McDorman

Dear Mr. McDorman: I manage a collision facility in the Dallas-Fort Worth, TX market. I am seeing more and more of our clients come to us after using an insurance photo app estimate process for their claim. On each of these claims, we perform a teardown to create a true and accurate blueprint repair plan based on the required OEM procedures and parts needed to restore the vehicle back to its pre-collision condition. These teardowns reveal a substantial difference between the required OEM blueprint and the insurance carrier’s photo app estimate. Do you see this as a common occurrence, or is it just an issue at our location? If this is a common occurrence, are there downsides for the claimant/insured to be aware of when using the insurance photo app estimate process to manage their collision claim and loss?

This is a great question. You are not alone by any means, and there are indeed downsides for the claimant or insured when using the insurance photo app estimate process to manage their collision claim. Last year, the Auto Body Association of Texas (ABAT) randomly selected several photo estimates from various insurance carriers and submitted them to the Texas Department of Insurance. A few of these photo app estimates revealed alarming trends, such as a 2015 BMW with five hours on the quarter and seven hours on the right rear door. In reality, this vehicle needed a quarter panel replacement and a right rear door shell. The photo app estimate total was $1,044.19 with a customer deductible of $1,000. The insured received a check for $44.19 after the $1,000 deductible, but the final repair amount to

return the BMW back to its pre-loss OEM condition will be above $7,000 when completed. The photo app estimate contained the following note: Potential hidden damage. Please ask your repairer to inspect when your vehicle is brought in for repairs.

Clearly, even the photo app realizes it is impossible to write a safe and proper repair estimate without a thorough inspection.

Safety is paramount; every collisiondamaged vehicle should be inspected by a trained professional before being driven.

In our experience, the average photo app estimate we see in our office is grossly undervalued. This only considers clients who retain us to assist them in being made whole for their loss. There are other claimants and insureds who utilize the insurance photo app estimate process and don’t have vehicles repaired for one reason or another. Instead, they pocket the funds. There is no question they are not being made whole by accepting the photo app as the sole indicator of the loss settlement. Either scenario is clearly an indemnity issue.

The damaging effect of the photo app is not solely limited to the lowballing of the repair estimate. As an example, an individual uses the photo app process for a liability claim, accepts the payment tendered from the insurance carrier for the estimate and has the funds direct-deposited into their checking account (or they cash the check). In most cases, this would preclude the claimant from going back to their carrier and filing the claim if the at-fault carrier isn’t willing to return the vehicle back to its pre-loss OEM condition.

By the claimant being blocked from using their own insurance carrier to repair their vehicle if so needed or desired, their ability to continued on page 41

Robert is a recognized Public Insurance Adjuster and Certified Vehicle Value Expert specializing in motor vehicle-related insurance claim resolution. As the general manager of Auto Claim Specialists, Robert expertly leads this National Public Insurance Adjuster Agency, which is currently licensed in 11 states and specializes in providing automotiverelated claim liquidation techniques, strategies and motor vehicle valuation services to all parties, including individual consumers, body shops, auto dealers, repair facilities, towing and storage operations, lenders, finance companies, banks, legal professionals, governmental agencies and others. The firm’s consistent success can be attributed to Robert’s 35-plus years of automotive industry knowledge, practical hands-on experience and multiple certifications, including licensure by the Texas Department of Insurance as a Public Insurance Adjuster. Auto Claim Specialists clients can absolutely trust that they will be provided with analytical, sophisticated, state-of-the-art, comprehensive, accurate, unbiased and up-to-date data and information that all parties can rely upon as both factual and objective.

Robert can be reached at (800) 736-6816, (817) 756-5482 or asktheexpert@autoclaim specialists.com.

NJA1218.qxp_NEW JERSEY AUTOMOTIVE 11/27/18 4:10 PM Page 39

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NATIONAL NEWS

continued from page 32

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“We launched a new lighting system that gives you natural light so that when you are estimating or detailing, you actually see the vehicle in the type of light that it’s going to be exposed to. You don’t have all the distortion from fluorescent light that you would typically have in the shop,” said Tim Morgan, chief operating officer.

Accudraft also had another successful year under its belt.

“We really liked our space this year, as we were in the middle of some other big names. Traffic has been more consistent than in past years. It’s been good,” said JB Haydell, vice president of aerospace and industrial products.

On October 31, RDE veteran and industry legend Mike Anderson (Collision Advice) drew the largest crowd of the day for “OEM Repair Procedure Best Practices.” With content based on his new monthly webinars, Anderson presented an overview of some of the most important features of various OEM repair procedures, including how to navigate the information websites for Toyota, FCA, Nissan, Infiniti, GM and other automakers. Above all, he stressed that looking up this information is absolutely critical.

“Ladies and gentlemen, you better start researching your cure times. Every vehicle manufacturer that I have researched has specific cure times for structural adhesive when used.”

From valuable educational opportunities to non-stop action on the floor, SEMA 2018 was once again the most can’t-miss industry event on the West Coast.

NJA

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GUEST FEATURE

continued from page 38

invoke the appraisal provision in a contest of the proposed loss settlement is barred. The appraisal provision is a valuable tool for the insured when needed. The appraisal provision allows the insured to remove the inexperienced claim handler’s ability to mismanage the claim and undervalue the loss settlement and places the claim management in the hands of experienced professionals. When an insured is blocked from going back and filing the claim with their carrier, they could end up being under-indemnified by using the insurance photo app process.

As a Public Insurance Adjuster, I would strongly suggest to my clients that they not use the photo app process as a mechanism to manage and settle their loss. There is no substitute for a physical inspection of the loss. In my professional opinion, the true, accurate and safe method to construct a proper OEM collision repair plan and identify the factual cost of said repair is to have a collision facility tear down the vehicle, inspect it and construct an OEM blueprint using the most current procedures and OEM replacement parts.

In closing, the claimant or insured should always place safety ahead of convenience. We have found the safest and most complete method known to man to identify a loss is the physical inspection of said loss.

I thank you for your question and look forward to any follow-up questions that may arise.

Sincerely, Robert L. McDorman

NJA New Jersey Automotive | December 2018 | 41

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Hampton Body Works

AASP/NJ MEMBER SHOP PROFILE

By Alana Bonillo

for her success as general manager at the shop. Her skills with numbers, customer service, sales experience and marketing make her the total package. Although she did not have auto body shop experience when she began, Mathews actually spent some time as a service advisor and service manager at a Honda dealership after college – making her Dee Mathews has proven that one doesn’t have to grow time with Hampton Body Works a full-circle experience in the up in the automotive industry to successfully run an auto automotive world. body/collision repair business. As the general manager for In her mind, building relationships with customers is the Hampton Body Works in Newton, she lives and breathes the key to lasting success on the shop floor. Hampton Body shop as if it were her own.

Works does not do any traditional advertising and relies Although William Dianella has owned the shop for 35 mostly on word of mouth. She considers many of her repeat years, these days he focuses on his sister company next customers friends, and many will stop by the shop just to say door, Hampton RV Trailer Sales and Services, and relies on hello. She believes in keeping frequent communication with Mathews to run the entire Hampton Body Works operation her clientele by letting them know when parts arrive and (yet is still right next door for any guidance and support the when their vehicle is expected to be ready for pickup. shop may need). The shop does all aspects of collision and In addition, the shop repairs the majority of cars that mechanical repair and also operates a towing service utilized come in via its towing service. by multiple local police and state agencies.

“When people get their cars towed here, I suggest they Mathews started out at Hampton Body Works as a front- keep their car here for repairs. I walk them through the end receptionist and also handled marketing for the RV process and let them know that all they need to do is file the business. Her love for multitasking naturally made her want to claim and I will handle it all. All they have to do is worry about learn all the aspects of the business. picking up their car and paying the deductible. It puts a lot of “I wound up getting that role [general manager] because people at ease.”

I cared and wanted to know all the processes. I learned continued on page 45 them, and I did it.”

She credits her 20 years in the corporate world working for a manufacturing company

Hampton Body Works is one of Sussex County’s most popular and successful shops.

42 | New Jersey Automotive | December 2018

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44 | New Jersey Automotive | December 2018

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AASP/NJ MEMBER SHOP PROFILE continued from page 42 She stresses that the customer – not the insurance company – is the shop’s priority.

“When these insurance companies beat us up on Labor Rate, it’s difficult to have a profit because of what they are willing to pay and not pay. I battle them out and I do negotiating…I will fight the insurance company for my customers. The customer is my number-one concern.”

Mathews says the shop adheres to strict guidelines when it comes to OEM procedures. For example, she refuses to follow certain recommendations from insurers. “[My customers] are my responsibility, and I will not play around with that. It’s about customer service and repairing the car safely. They will leave here and come back when they need anything else.”

She is proud that the shop has earned local recognition, having been voted Best Towing Company by New Jersey Herald readers in 2017 and 2018. Mathews credits the members of the shop’s talented staff for their success.

“We have a great group of employees that works together to get perfect results.”

One of the things she enjoys most about being a member of AASP/NJ is knowing that she is not alone and not the only one battling issues.

“It’s good to be in a room with the same people who get the same frustrations. You can talk with each other and get feedback on what works for them and doesn’t work for them.

It’s a great support system for an industry being run by a

WHY

billion-dollar industry,” she says of the never-ending struggle with insurance companies.

One of the biggest challenges Mathews deals with is finding more employees. It’s something that all shops are dealing with these days, but she finds it’s even harder in her area in Sussex County.

“I have cars booked three-four weeks out because they want me to fix their car, but I don’t have the manpower. I don’t have the technicians to grow, expand and bring this to the next level. My hands are tied.”

Her goal is to work with the state and a local college to get a grant so a course can be taught to help inspire young adults to pursue a career as a technician. She says she would be willing to teach the course and bring on a student to work at the shop.

In addition to a lack of young folks joining the industry, Mathews says there is also a lack of women in the field. She has found that people look at her and think that she won’t know what she is talking about because she is female.

“There is a still a long way to go with how women are treated in the industry, so I am an advocate for women in the industry.”

Meanwhile, Mathews leads by example that people can do whatever they put their minds to. In her case, it’s successfully running a business in an industry that continues to inspire her passion and devotion.

NJA

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46 | New Jersey Automotive | December 2018

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New Jersey Automotive | December 2018 | 47

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48 | New Jersey Automotive | December 2018

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INDUSTRY ADVICE

ASK MIKE

How Can Shops Build Better Trust with Employees?

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

This month, we “ASK MIKE” to share ways that shop owners can build stronger trust with their employees. We at New Jersey Automotive 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.

I think trust is really important between individuals you work with. When I had my shops, I was in a 20-Group called the Coyote Vision Group. They had a guest speaker, and he asked us, ‘How many of you think your employees trust you?’ Of course, I raised my hand and said, ‘My employees absolutely trust me.’ He asked if he could go in and survey my employees. I absolutely agreed to that. When he came in and talked with them, I found out that less than 60 percent of my employees trusted me. That New Jersey Automotive: The industry spends a lot of was very disheartening to me; I was almost in panic mode. time working to gain the trust of consumers, but some I thought, ‘Oh, my gosh! Are they going to quit? What did I shop owners fall short on gaining the trust of their do wrong?’ He said, ‘Mike, your employees love you, but employees. As a result, important things in terms of they don’t trust you because you’ve made promises to communication get missed as time goes on. Based on them that you did not keep.’ I learned a very valuable your experiences as a former owner, what are the lesson that broken promises lead to a loss of trust. biggest mistakes you see shops making in this area?

As business owners and managers, we all have the What were some mistakes you made yourself? best intentions. We say, ‘Hey, I’ll hire you and review your pay in 90 days.’ Then, we just get busy and caught up in Mike Anderson: I’m an avid reader; one of my favorite life and forget to do it. Maybe we say, ‘If I hire you and you books is The Speed of Trust by Stephen Covey. He said start on the wash racks, I’ll give you an opportunity if we that if you have the speed of trust – meaning two ever need a prepper or body apprentice.’ Then, we forget individuals or two organizations trust each other – you can we’ve made that promise and hire somebody outside the make decisions at a more rapid pace. In his book, one of organization. As a result, we lose trust. After realizing this, I the things that he talks about is the ability to talk straight. went to my employees and said, ‘If I’ve ever made a To give a very real-world example, let’s say that I’ve never promise to you I didn’t keep, will you please give me an met you a day in my life. You’re coming out of a restroom opportunity to make it right?’ and I see that you left your zipper down. I’m not going to When I do consulting at a shop, I’ll often ask the go up to a complete stranger and say, ‘Sir, you left your employees, ‘Do you trust your boss or manager?’ In one zipper down,’ because I’d be concerned with what that person would think of me. Because of that fear, I won’t say case, an employee told me she didn’t trust her boss anything. Now, let’s change the dynamic. You’re a friend of because he told her if she ever referred anybody to him and that person was hired, she’d get a $500 bonus. She mine, and I see you coming out of the restroom. If I say, said, ‘I did that, and this person didn’t even notice.’ I asked ‘Hey, you left your zipper down,’ you’re probably going to her how long ago it occurred, and she replied, ‘Four years.’ thank me. When you have a relationship of trust, you can For four years, this was stuck in her craw. Knowing the have an honest dialog with someone. We live in a world business owner and knowing that he was a very reputable today where people are so concerned that their words might be misconstrued or misinterpreted that we avoid a lot person, I sat them down together. He said, ‘I’m sorry! I didn’t mean to do that.’ He made it right, and he also told of honest dialog.

50 | New Jersey Automotive | December 2018

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her, ‘If I make a promise to you in the future and I don’t do it, please hold me accountable on that.’

As business owners and leaders, we have to have that foundation of trust. I would encourage anybody reading this article to do two things. First, go back to your employees and ask them, ‘Have I ever made a promise to you that I didn’t keep?’ Then, be quiet, listen and work hard to make that right. Second, create a foundation with your employees that makes you accountable. At the end of the day, we have nothing without trust.

I struggled with that every day. I always told people, ‘If you ever need me, email or call me.’ Then, I’d get caught up in life and get 6,000 emails, my plane would get delayed and I didn’t get to where I was going to work on those emails. I didn’t reply to those emails, and then I would lose trust with those people. I had to change my behavior. Now, my assistant Tiffany’s name is on the back of my business card. I say, ‘Hey, if I don’t get back to you in a day or two, reach out to Tiffany because I don’t want to lose your trust. I may have just gotten caught up in life where I didn’t have the ability to get back to you in a timely manner.’ That’s something that I apologize to the industry for. I want to return everybody’s email and phone call, but sometimes I get busy and behind.

NJA: I don’t know a body shop in this industry that isn’t incredibly busy these days, so properly communicating with staff is critical. When you consult with shops, have you seen any practices that really did the trick in keeping communication successful?

business hours. They want the ability to get an estimate, schedule an appointment for one or schedule an appointment for a drop-off. If we don’t have the ability to tap into that, we have the potential of losing up to 36 percent of those customers.

NJA

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).

MA: Doing employee reviews quarterly helps. If you can do that quarterly, you tend to keep yourself out there in front of the employee so you can make things right before it does go too far.

NJA: This discussion we’re having was inspired by a recent presentation you gave in New Jersey on this and other topics. For that meeting, you also brought along folks from Bodyshop Booster and Podium. Why should shops be aware of these two companies?

MA: With Podium, it’s really about trust. At the end of the day, customers decide if they trust us based on our online reviews. Podium has done a great job of helping shops get a lot of reviews through the way the company sends the link to the Google review for customers. That’s a way for shops to get a lot of Google reviews; that’s why I brought them to that meeting. With Bodyshop Booster, one of the statistics that has been shared with me is that 36 percent of all consumers want our services outside of our normal

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New Jersey Automotive | December 2018 | 51

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IN YOUR LINE OF WORK, LOOKS SHOULD NEVER BE DECEIVING. THE BEST IN THE BUSINESS ALWAYS INSIST ON ORIGINAL BMW PARTS. IDENTICAL TO THOSE USED IN SERIES PRODUCTION, ORIGINAL BMW PARTS DELIVER PRECISE FITMENT AND INCOMPARABLE QUALITY, FROM THE INSIDE OUT. IN OTHER WORDS: WITH ORIGINAL BMW PARTS, WHAT YOU SEE IS EXACTLY WHAT YOU GET.

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52 | New Jersey Automotive | December 2018

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ARANJ 2018 Officers

President Rodney Krawczyk Ace Auto Wreckers (732) 254-9816 aceautonj@comcast.net

1st Vice President Ian Szoboszlay Ocean County Auto (732) 349-0332 ian@cosmosautoparts.com 2nd Vice President Darryl Carmen Lentini Auto Salvage (908) 782-6838 darryl@las-parts.com 3rd Vice President Mike Ronayne Tilghmans Auto Parts (609) 723-7469 tilghmans@snip.net

Past President Bob Dirkes Dirkes Used Auto Parts (609) 625-1718 dirkesauto@gmail.com

ARANJ 2018 Board of Directors David Yeager EL & M Auto (609) 561-2266 elandmauto@aol.com

Ed Silipena American II Autos (609) 965-6700 esilipena@yahoo.com

Norm Vachon Port Murray Auto (908) 689-3152 portmurrayauto@yahoo.com Dylan Rinkens East Brunswick Auto (732) 254-6501 ebautonj@comcast.net

ARANJ

The Automotive Recyclers Association of New Jersey

President’s Message Same Direction, Same Team

My name is Rodney Krawczyk, and I am the president of ARANJ, which represents automotive recyclers in New Jersey. I would like to thank AASP/NJ for the space to provide automotive repair professionals with some insight into the automotive recycling industry. The main message I have is that you are not alone.

The insurance companies dictate salvage values at salvage auctions with minimum bids. Sometimes, they re-auction the vehicle three, four or even five times. You could win five vehicles and end up with none at the end of the day.

It’s hard to sell from an empty shelf. The insurances companies dictate the cheapest OEM recycled parts with the best quality in the shortest amount of delivery time. Auto recyclers are forced to reprice our parts almost on a weekly basis to ensure that they will make the estimate and be the cheapest. It’s hard to establish value or quality when our costs are pushed up and selling price is pushed down. I know this sounds all too familiar, but I can honestly say you are not alone in the battle to stay in business with the breakneck pace of change. If we understand each other’s hurdles, I feel that we can embrace the type of change that will be required both now and in the future to ensure that our respective industries will be viable and profitable.

Rodney Krawczyk, ARANJ President (732) 254-9816 ext. 100 aceautonj@comcast.net

Wharton Insurance Briefs The New Jersey Workers’ Compensation Rating and Inspection Bureau released the newly promulgated rates for 2019: The Auto Dismantling rate decreased from $18.99 to $18.32.

Auto Body Repair increased from $4.26 to $4.54.

Auto Garage decreased from $7.11 to $6.29.

Clerical decrease from $0.22 to $0.19.

Iron or Steel Scrap Dealer decreased from $17.03 to $15.44.

Salesperson remained the same at $0.44.

Store: Retail Accessories (Counterperson) decreased from $5.45 to $5.10.

PLEASE NOTE: The Store (Counterperson) code must be approved prior to use. The operation must be physically separated from salvage and parts storage, and it must not have any interchange of labor. This code does not include drivers.

Also, the executive officers’ annual minimum payroll is $33,800, and the annual maximum payroll is $134,680. Lastly, if your insurance policy is written in the New Jersey State Plan, you are going to be charged an additional 20 percent (minimum) for the Plan Premium Adjustment Program and will lose the Premium Discount.

As always, if you have any questions regarding your insurance coverage, please contact us.

Mario DeFilippis, AAI Vice President 800-221-0003 (ext. 1320) 908-513-8588 (cell) mdefilippis@whartoninsurance.com New Jersey Automotive | December 2018 | 53

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KEEP IT GENUINE

INSIST ON GENUINE GM PARTS

Using Genuine GM Parts for collision repairs is better for your customers, and better for your business. Contact the following dealers for all your Genuine GM Parts needs: MAXON BUICK GMC 2301 Route 22 West Union, NJ 07083 Phone: 800-964-7281 Fax: 908-851-5631 maxonwholesaleparts@gmail.com

www.maxonbuickgmc.com

FLEMINGTON CHEVROLET BUICK GMC CADILLAC 211 Highway 202 Flemington, NJ 08822 Phone: 877-657-2787 Fax: 908-782-1795 www.njparts.com

NU CAR CHEVROLET 172 North Dupont Highway New Castle, DE 19720 Phone: 800-633-6606 Fax: 800-346-5285 parts@nucar.com www.nucar.com

54 | New Jersey Automotive | December 2018

FRED BEANS PARTS 131 Doyle Street Doylestown, PA 18901 Phone: 877-942-3267 orders@fredbeans.com www.fbparts.com

BAY RIDGE CHEVROLET OF BROOKLYN 1575 86th Street Brooklyn, NY 11228 Phone: 833-244-3475 Fax: 718-392-6570 www.bayridgechevy.com

NJA1218.qxp_NEW JERSEY AUTOMOTIVE 11/27/18 4:10 PM Page 55

What Do You Want for Christmas This Year?

A new Mercedes-AMG GT in green A qualified body man

For New Jersey to ban MSOs

For young people to get more excited about being in this industry A pallet full of cash

For more shops to realize they’re the ones liable for an improper repair – not the insurers Appraisers who are over 14 years old to stop telling me how to fix a vehicle A fair Labor Rate

A .45-caliber 1911 pistol with walnut grips

Crash test results for every aftermarket part we’re told to use For insurance companies to stop the damn photo claims Unity, with everyone in our industry coming together Todd Tracy’s bank account

NJA1218.qxp_NEW JERSEY AUTOMOTIVE 11/27/18 4:10 PM Page 56

Superior service starts with superior parts.

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Contact these Mazda dealers for all your parts needs: Maxon Mazda 2329 Route 22 West Union, NJ 07083 Phone: 800-964-7281 Fax: 908-851-5631

Nu Car Mazda 172 North Dupont Highway New Castle, DE 19720 Phone: 800-346-5283 Fax: 302-322-7135

56 | New Jersey Automotive | December 2018

Mazda of Lodi 130 Route 46 East Lodi, NJ 07644 Phone: 866-716-0511 Fax: 973-594-4933 www.mazdaoflodi.com

Wayne Mazda 1244 Route 23 North Wayne, NJ 07470 Phone: 973-646-0333 Fax: 973-694-1700 www.waynemazdafactoryparts.com

NJA1218.qxp_NEW JERSEY AUTOMOTIVE 11/27/18 4:11 PM Page 57

LOCAL NEWS continued from page 26

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1-800-NEW-PARTS ..........................................................................................12-13 Accudraft..........................................................................................................19 Acme Nissan ....................................................................................................4 Amato Agency ..................................................................................................49 Audi Group ......................................................................................................30-31 Axalta Coating Systems ....................................................................................6 BMW Group......................................................................................................17 BMW of Springfield ..........................................................................................21 Bram Auto Group ..............................................................................................IBC Classic Audi......................................................................................................35 Collision Equipment Company ..........................................................................11 Empire Auto Parts ............................................................................................41 Flemington Audi................................................................................................5

NJA

Flemington Group ............................................................................................33

NATIONAL NEWS continued from page 28

Fred Beans ......................................................................................................39 Glen Toyota ......................................................................................................OBC GM Group ........................................................................................................54

Wayne Weikel and Leighton Yates from the state government affairs office of the Alliance of Automobile Manufacturers (AAM) – a group representing 12 auto manufacturers (roughly 70 percent of the market) – also addressed the AASP National Board on ways both entities can work together to fight for legislation to enforce the use of OEM repair procedures. Weikel shared some of the work AAM has done in lobbying for legislation in Illinois, Rhode Island and other states.

“There are a lot of issues you deal with in this industry – a lot of grievances and angles that rightly deserve attention. With [OEM repair procedures], we think it’s best to be as tight as possible,” stated Weikel, who noted that his group is interested in advancing legislation from just the OEM repair procedure angle, leaving parts off the table and up to whatever the state governs.

“What makes AASP unique is our strength at the state level,” commented AASP National Administrator Judell Anderson. “I know this issue will be in the mix for several AASP affiliates, so it’s nice to know that we have a potential ally in AAM.” In other news, AASP National elected the following two-year Executive Board: President – Bill Adams (New York), Vice President – Tom Elder (New Jersey), Executive Director Chair – Bob Pulverenti (North Carolina) and Secretary/Treasurer – Molly Brodeur (Massachusetts). Among Adams’ first presidential duties included presenting plaques of appreciation to fellow Board members Rick Starbard (Massachusetts), Ron Reiling (Missouri) and Mike Moehlenkamp (Missouri) for their years of service. The Board also acknowledged Immediate Past President Bruce Tschida (Minnesota), who was unable to attend. More information on AASP National is available at autoserviceproviders.com.

NJA

Hyundai Group..................................................................................................46 Innovative Solutions & Technology / Pro Spot ....................................................IFC Jaguar Morris County........................................................................................34 Kemperle..........................................................................................................47 Klean Frame ....................................................................................................41 Land Rover Parsippany ....................................................................................34 Lynnes Nissan East ..........................................................................................34 Maxon Buick-GMC............................................................................................43 Maxon Hyundai ................................................................................................43 Maxon Mazda ..................................................................................................45 Mazda Group....................................................................................................56 MINI Group ......................................................................................................48 Mopar Group ....................................................................................................58 NORTHEAST® 2019..........................................................................................16 NUCAR ............................................................................................................36-37 Paul Miller Subaru ............................................................................................51 Performance Ford Lincoln ................................................................................26 Polyvance ........................................................................................................10 Porsche Group..................................................................................................24 PPG..................................................................................................................3 Princeton BMW ................................................................................................52 Reliable Automotive Equipment ........................................................................29 Sherwin-Williams..............................................................................................15 Subaru Group ..................................................................................................23 Town Motors ....................................................................................................44 Toyota Group ....................................................................................................26 Tri-State Luxury Collection ................................................................................8-9 Valtek ..............................................................................................................40 VW Group ........................................................................................................27 Westbury Jeep Chrysler Dodge Ram SRT ..........................................................25 Wheel Collision Center ......................................................................................40 New Jersey Automotive | December 2018 | 57

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58 | New Jersey Automotive | December 2018

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