Mid-Atlantic Dealer News - November 2022

N O V E M B E R 2 0 2 2 • M I D AT L A N T I C AU TO D E A L E R S U N I T E D. O R G

MIDATLANTIC

DEALER NEWS

H I G H L I G H T I N G P E N N S Y L V A N I A • M A R Y L A N D • D E L A W A R E

Recalls

The Future of the Industry

How Many Cars Do You Really Need?

REMEMBER S

afeguards Complianc e Deadline: Dec. 9 SEE PAGE

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Legislative Update:

Senate Transportation Committee Moves Abandoned Vehicle at Wholesale Vehicle Auction Bill (House Bill 2372)

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These Four Cybersecurity Basics are Must Haves for Auto Dealerships

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MIDATLANTIC AUTO DEALERS UNITED 1501 North Front St., Harrisburg, PA 17102

How to Keep Your Dealership Out of Legal Trouble

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MIDATLANTIC DEALER NEWS | MIDATLANTICAUTODEALERSUNITED.ORG • NOVEMBER 2022 | 1

NOVEMBER 2022 | CONTENTS

The official magazine of the

MIDATLANTIC INDEPENDENT AUTO DEALERS ASSOCIATION

PENNSYLVANIA • MARYLAND • DELAWARE 1501 North Front St., Harrisburg, PA 17102 (717) 238-9002 midatlanticautodealersunited.org Copyright 2022 Chris Smiley - Advisor Mountville Motor Sales, Columbia, PA rcsmiley@comcast.net Noah Melamed- President Ticket to Ride Auto, Lancaster, PA nmelamed@yourttr.com

FEATURES 5 |

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Bert Straub, President - Elect 1st Choice Auto LLC, Fairview, PA bertcstraub@gmail.com John DeFilippo - Treasurer DeFilippo Bros. Motorcars, Prospect Park, PA john.m.defilippo@gmail.com Clint Weaver- Secretary America’s Auto Auction Harrisburg, Mechanicsburg, PA clint.weaver@americasautoauction.com Tom Hodges, Vice-President Tom Hodges Auto Sales, Hollywood, MD tom@tomhodgesauto.com Dan Limongelli, Vice-President Jo Dan Motors, Plains, PA jodanmotors@gmail.com Michael Mansour, Vice-President Car Connection, Inc., New Castle, PA mike@carconnection1.com

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Beth Melamed, Vice-President Ticket to Ride Auto, Lancaster, PA bmelamed@yourttr.com Tom Brandis • tombrandis@netscape.net Advantage Auto Sales & Credit, Quakertown, PA

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Lisa Cohowicz • lisac@nepautoauction.com North East Pennsylvania A/A, Scranton, PA Jeff Dreier • dreierauto@hotmail.com Dreier Auto Sales, Shavertown, PA April Hollobaugh • ajautosalestitusville@gmail.com A&J Auto Sales, Titusville, PA Kevin Luring • k.luring@yahoo.com ADESA PA, York, PA James Makia • james@exclusivemotorcarsmd.com Exclusive Motorcars, Randallstown, MD Dan McNamee • dtlcars@aol.com Daniel Thomas Auto Sales, Croydon, PA Gregg Pachik • gregg.pachik@manheim.com Manheim Philadelphia, Hatfield, PA

Senate Transportation Committee Moves Abandoned Vehicle at Wholesale Vehicle Auction Bill (House Bill 2372) House Bill 2372 (Schmitt-R) amends Title 75 (Vehicles), authorizes a wholesale vehicle auction, or salvor, to begin the process to remove vehicles that have been abandoned by dealers without the auction’s consent.

How Many Cars Do You Really Need?

How many cars does it take to serve a single car shopper? The answer may surprise you. It is not 100 or 500. It is truly only one.

Especially if it is the right one in the right environment.

These Four Cybersecurity Basics are Must Haves for Auto Dealerships The FTC upgraded its Safeguard Rule to include some robust new requirements that impact dealerships. These added security measures are essential because threat actors are becoming more sophisticated, and no company is immune to attacks.

Recalls– The Future of the Industry Could putting more time into recall management at the dealership level not only save lives, but also help improve your dealership’s client base, client loyalty, and long-term viability?

5 Reasons a Good Online Reputation is Absolutely Essential Local buyers look up physical businesses before deciding whether they’re worth visiting. In this post, we will look at the 5 reasons you need to have a good online reputation.

How to Keep Your Dealership Out of Legal Trouble Most dealerships today operate honestly, and wrongdoing is much rarer than it used to be. With that in mind, you would think dealerships are fairly safe from any legal trouble.

DEPARTMENTS 2 | 4 | 5 | 14 |

President’s Message Executive Director’s Message Legislative Update The CarLawyer©

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Auction Directory Membership Application Order Form for Dealership Supplies (PA & MD)

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MIDATLANTIC INDEPENDENT AUTO DEALERS ASSOCIATION SPONSORS

Kerri Rotunda • kerrir@corryade.com Corry Auto Dealers Exchange, Corry, PA George Smouse • gasmouse@zoominternet.net Smouse Trucks & Vans, Mt. Pleasant, PA Steve Worley • worleymotors@hotmail.com Worley Motors, Enola, PA Jay Zimmerman • jay@zimmermansauto.com Zimmerman’s Auto Sales, Mechanicsburg, PA WOULD YOU LIKE TO RECEIVE A DIGITAL EDITION OF THE MIDATLANTIC DEALER NEWS MAGAZINE? Email heather@piada.org MIDATLANTIC DEALER NEWS | MIDATLANTICAUTODEALERSUNITED.ORG • NOVEMBER 2022 | 1

q PRESIDENT’S MESSAGE

Let’s be part of the Solution

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Your One-Stop Shop for Auto Dealer Insurance

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Telephone: 215-860-6510 Website: www.aatins.com Langhorne, Pennsylvania

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* Garage and Automobile Liability * * Dealer Physical Damage * * Garagekeepers * * Work Comp * * Quick Quote Turnaround *

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We hope you have a joyous holiday and we look forward to serving you in the future.

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We go to the same auctions, see the same people, hear the same complaints from

This is the reason I joined the MidAtlantic Regional Automotive Association. This is the reason I accepted the nomination for this Association.

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As I wake up in the morning and turn on the TV, I see a hurricane hitting the coast of Florida. I turn the channel to hear the election is closing in quickly. And there is yet another channel talking about the economy.

I do want to be a part of an association that could help if you were in a disaster area, an association to help when the government and the rules seem to be unfair, an association that would help grow your business in a struggling economy.

This Thanksgiving, everyone at MARIADA would like share our genuine appreciation with you. Without our members and supporters, we would not be where we are today, and we’re so thankful for all of your support throughout the year.

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BERT STRAUB, PRESIDENT MIDATLANTIC REGIONAL IADA MANAGER, 1ST CHOICE AUTO, LLC FAIRVIEW, PA

All I can think of is how can I help?

What can I do? I want to be a part of the solution and not part of the problem. I have contemplated a position where I could make a difference, but I did not want to be a part of something that just continues to do the same thing and expects a different result.

I am Bert Straub of 1st Choice Auto in Fairview, PA. I have accepted the position of President of MARIADA and look forward to doing my part and helping any way I can to help your business succeed. Please feel free to reach out to me at the dealership, by email or through the association directly. n

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those who just don’t seem to be happy.

We need to choose to be happy, choose to surround ourselves with other successful people, and we will be successful.

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MIDATLANTIC DEALER NEWS | MIDATLANTICAUTODEALERSUNITED.ORG • NOVEMBER 2022 | 3

q EXECUTIVE DIRECTORS MESSAGE Last month I attended my first NIADA meeting in Washington D.C. as your Executive Director. The meeting was informative and very beneficial, as I had the opportunity to meet and speak with my counterparts throughout the country for the first time. My colleagues had basic, common sense solutions for the challenges that their members face.

I hope to bring this same leadership to you, the MARIADA membership.

The one recurring theme that ran loud and clear to me was the impact policies from Washington D. C. and our individual states have on our businesses. It’s obvious that if you don’t engage with local/national representatives, your industry is at risk for potentially unfavorable legislation. For this reason I asked NIADA to introduce me to Congressman Lloyd Smucker ( PA – 11 ) during the convention. NIADA answered my request and we JOHN ODORISIO had a positive 15 minute conversation with the congressman. Representative Smucker EXECUTIVE DIRECTOR listened to our concerns and struck me as an advocate for business.

MidAtlanticDealerNews-Nov2022-PRINT.pdf 1 10/10/22 12:46 PM MIDATLANTIC REGIONAL IADA If you take away one thing from this article it should be that MARIADA and our national organization, NIADA, are constantly engaging our local and national representatives on behalf of membership.

Sometimes we are successful, other times we are not, but our (your) voice and concerns are being heard.

Thank you for your support.

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WHY WAIT?

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You can get DEALER TITLES processed ON THE SPOT or within 24 hours!

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You can get SALVAGE TITLES processed ON THE SPOT or within 24 hours!

You can get your RETAIL PAPERWORK processed ON THE SPOT or within 24-48 hours!

At our offices! M-F: 9am-2pm 1501 North Front Street, Harrisburg, PA 717-238-9002 4 | MIDATLANTIC DEALER NEWS | MIDATLANTICAUTODEALERSUNITED.ORG • NOVEMBER 2022

Get to know your Mid-Atlantic Staff John Odorisio Executive Director (717) 317-3098 john@piada.org Nicole Autry Dealer Set-Up Unit (717) 317-1966 nicole@piada.org Cynthia Slemons Membership Specialist (717) 238-9002 x16 cynthia@piada.org

q LEGISLATIVE UPDATE

Senate Transportation Committee Moves Abandoned Vehicle at Wholesale Vehicle Auction Bill (House Bill 2372)

By Tyler Burke, Associate, Milliron & Goodman Government Relations On September 20th, the Senate Transportation Committee reported House Bill 2372 by a vote of 10 to 4. This legislation is now before the full Senate for its consideration.

Pamela Switalski Dealer Titles (717) 238-9002 ext. 15 pamela@piada.org Barbara Stake Online Registration (717) 238-9002 x27 barb@piada.org Jessica Lutz Title Call Center (717) 238-9002 jessica@piada.org Tammy Farmer Receptionist (717) 238-9002 ext. 10 receptionist@piada.org Heather Levesque Accounting (717) 238-9002 heather@piada.org

House Bill 2372 (Schmitt-R) amends Title 75 (Vehicles), authorizes a wholesale vehicle auction, or salvor, to begin the process to remove vehicles that have been abandoned by dealers without the auction’s consent. It would also authorize the auction to charge and collect storage fees as well as the releasing or recovering costs of the abandoned vehicle.

Specifically, the proposed legislation would allow the wholesale vehicle auction to sell the vehicle after certifying to PennDOT that the vehicle was abandoned and obtaining an abandoned vehicle title. The wholesale vehicle auction shall be reimbursed for the cost of storing, providing notice, obtaining title, and processing the vehicle, while the remaining proceeds of the sale shall be paid to PennDOT and transmitted to the State Treasurer for deposit in the Motor License Fund.

House Bill 2372 will help to avoid economic waste by ensuring wholesale vehicle auctions can fully utilize their property without having to worry about abandoned vehicles taking up valuable space for months at a time. This legislation will also encourage dealers to not abandon their vehicles at wholesale vehicle auctions, but if a vehicle is abandoned at a wholesale vehicle auction the new process, created by House Bill 2372, will ensure that the vehicle owner can reclaim their vehicle after paying reasonable storage fees.

As this bill continues through the legislative process, we will keep you apprised of further activity on this or any other piece of legislation that may affect your industry. n

BECOME A MEMBER, ACCESS THOU$ANDS IN BENEFITS! » $20,000 Savings with Dealer Discount Book » Dealer Services & Licensing Assistance » Title Call Center » Online Title & Registration Services » Dealer, Retail, & Salvage Title Processing » Discounted Forms & Supplies

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Discover the power of membership! 717-238-9002 MIDATLANTIC DEALER NEWS | MIDATLANTICAUTODEALERSUNITED.ORG • NOVEMBER 2022 | 5

How Many Cars Do You Really Need?

Without hundreds of shiny vehicles lined up, dealers need to use their tools to market to passing customers.

By Harry Siskind, Director of Marketing for AutoSpin USA

How many cars does it take to serve a single car shopper? The answer may surprise you. It is not 100 or 500. It is truly only one. Especially if it is the right one in the right environment.

Car shoppers are accustomed to seeing hundreds of vehicles on dealers’ lots. They used to expect to see every color in every trim. Today, due to inventory issues, this is simply not the case for most dealers. Most dealer lots look more like a shopping mall parking lot on a Sunday morning than what car shoppers are used to seeing.

Where is the excitement? To make things worse, the news has filled shoppers’ minds with ideas like, “you can’t get the car you want,” “you will have to pay $10,000 or more over sticker” and “you will have to wait months to get your car.” Combined with an empty lot, how are dealers supposed to get car shoppers excited in today’s environment?

The answer is simple…the same way you always have in the past. Without hundreds of shiny vehicles lined up perfectly, dealers need to use the tools at their disposal.

Use ramps to highlight the vehicles you do have available. Put your ramps on the front line and plaster them with signage that tells the true story about your inventory availability. Educate the public that passes your store. Tell them that you are open for business and selling cars daily with more arriving all the time. Let them

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know that you will find the car they want and will get it for them quickly. And of course, tell them that you are interested in buying their car. Don’t hide in an empty showroom and wait for things to get better. Be proactive and use every tool at your disposal.

You can also get creative with your lot layout. Expand your customer parking area across the entire front of the building and even make it two rows. You can park some service and employee vehicles here to give the illusion of a fuller lot.

Remember that almost all car shoppers have always come to dealerships looking for a single car or truck, not hundreds.

They may have driven a few, but in the end, they left with one. They took delivery and left happily with just one vehicle.

Needing hundreds of vehicles on the lot to serve customers well is a construct in our heads, not the consumers’. You only need one vehicle to send a car shopper home as a happy car owner.

By placing the cars and trucks you have on ramps, you will draw the eye and attention away from the empty pavement. While the eyes of shoppers and passersby are there, deliver your message by covering your ramps with signage. Use the service and employee vehicles creatively.

You have weathered storms before and this too shall pass. n

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These Four Cybersecurity Basics are Must Haves for Auto Dealerships

By Art Ocain, VP of Incident Response, Airiam The FTC upgraded its Safeguard Rule to include some robust new requirements that impact dealerships. These added security measures are essential because threat actors are becoming more sophisticated, and no company is immune to attacks.

Ensuring your dealership is compliant is a step forward towards protecting your operations and customers’ sensitive data from falling victim to cybercrime.

Compliance aligns your dealership with the bare minimum in cybersecurity, and dealerships may want to consider extra measures to protect their operations from cybercrime.

Last year, businesses experienced 50% more cyberattack attempts each week compared to 2020. The Russia-Ukraine war has slowed ransomware attacks by 42%, but most cybersecurity experts predict this lull is just the calm before a dangerous storm as threat actors reorganize. The FTC Safeguards changes come at a critical time as experts warn businesses to beef up security, believing attacks will be more frequent and virulent when they start again soon.

Ransomware impacts small, medium, and large dealerships.

What was once only a worry for big corporations has now become an increasing concern for small and mediumsized organizations, including auto dealers. Cybercriminals are becoming increasingly sophisticated, and the size of companies they target is decreasing.

In Q4 of 2020, the median number of employees of companies under attack was approximately 235; in Q2 of 2022, the median dropped to 105.

Dealerships and their vendors store valuable consumer data that can be ransomed or sold on the black market.

This data, combined with dealers’ and vendors’ limited cybersecurity resources, makes dealerships prime targets. Hackers breach smaller organizations because they’re more vulnerable, and their attacks attract less attention from law enforcement. Does your dealership use mobile technology, engage with external partners or vendors, accept credit cards or other forms of online payment, or

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store confidential information? If so, your systems and networks are susceptible to a cyberattack. The FTC’s new compliance requirements are the minimum every dealership should follow.

Why All the Added Precautions?

Dealerships may be at greater risk than they realize. The average ransom payment increased from $84K in Q4 of 2019 to more than $800K in 2021.

The Safeguards Rule requires your dealership to develop, implement, and maintain a written information security program with administrative, technical, and physical safeguards designed to protect your customers’ information.

Your plan should ensure the security and confidentiality of customer information, protect against anticipated threats or hazards to the security or integrity of that information, and provide protection from unauthorized access to that information that could substantially harm or inconvenience customers.

customers and operations. A strategy and formal policy to safely delete any stored data containing customers’ sensitive, personal information after two years is best practice. The FTC also requires it for compliance. Newer stored data may still be compromised, but the blast radius in the event of an attack will be smaller.

2 The FTC knows that simply having a cyber insurance policy isn’t enough to save a dealership’s customers from a ransomware attack. While the FTC is most concerned with protecting customers, other factors make compliance an intelligent move to protect your organization. Not all policies pay ransoms, and the costs to recover and rebuild after a ransomware attack include more than hiring a qualified incident response team. Dealers must also factor in downtime, lost data, customer service delays, and the business impact of exposing customers’ confidential data.

As cybercrime becomes more common, dealerships can no longer rely only on cyber-insurance and take a gamble of facing even longer recovery times if attacked. Insurance companies and incident responders’ resources will be stretched thinner under the expected barrage of increasing claims. Insurance and antivirus software won’t be enough if dealerships want minimal impact on their systems and structures from cybercrime.

Effective business leaders must understand the threats and invest in adequate cyberprotection to remain compliant and viable players in their industry.

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Data Retention Policy

If your data is held hostage, every piece of information is vulnerable.

The less data your dealership stores, the less impact a breach will have on your

24/7 Monitoring – MDR

FTC-compliant dealerships must have continuous monitoring and vulnerability management of their networks. Managed Detection and Response (MDR) combines technology with hands-on human expertise to provide proactive monitoring, threat hunting, and response.

MDR analyzes and adapts to ensure infrastructure is secure. The best MDR includes advanced 24/7 security control, analytics, threat intelligence, and incident investigation and response deployed at the host and network levels. Proactively engaging MDR services identifies and limits the impact of cyberthreats. At a minimum, businesses should employ MDR. Adding endpoint and extended detection and response (EDR/XDR) provides even more visibility and robust protection.

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Multi-Factor Authentication (MFA)

MFA adds extra steps when there is an attempt to sign into your system. If you’ve ever received an SMS with a log-in code, you’ve used MFA. That one-time code you’ve entered ensures you’re authorized to access the system and helps prevent attacks. Some systems have more than one step, but even one additional step makes systems more secure. Extra steps create additional hurdles for would-be attackers.

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Employee Awareness and Training: Do your

technicians answer e-mails?

Do customers receive text messages for appointments and marketing outreach? Your sales managers and accounting teams are not the only

employees who must be aware of risks.

Cybersecurity is only as strong as its weakest link, and all it takes is one employee-even a well-intentioned one-to cause that chain to break. Offer employee awareness and training programs to everyone in the dealership so they can implement cybersecurity best practices.

Ensure all team members use strong passwords, take precautions when downloading documents and clicking links in e-mails, and only access sensitive files from trusted devices.

Prepare your dealership for the next wave of cybercrime.

Compliance is a no-brainer. Dealerships that don’t comply by December 2022 face up to $46,517 per consent order violation.

But compliance is more than bureaucracy and avoiding fines; it’s smart business.

Taking measures to reduce cyber risk is more critical now than ever, and the cost of a breach could be far more than ten times the cost of a fine. Consider taking measures beyond compliance best practices and seek support from experienced cybersecurity professionals that offer state-of-the-art services. The success and prosperity of your dealership depend on it! n About the Author Art Ocain, CISM, MCSE, VCP, CCNA, Airiam’s VP of Incident Response, is a visionary leader and IT business strategist.

He specializes in resilience engineering, cloud architecture, incident response, cloud strategy, virtualization, server and network administration and security, business continuity planning, disaster recovery, designing storage solutions, network design, web server management, e-mail server management, web application development, database management, and project management. Before his current role, Art was President and COO of MePush, a cybersecurity and managed IT company acquired by Airiam in 2021. He holds an MBA from University of the People.

MIDATLANTIC DEALER NEWS | MIDATLANTICAUTODEALERSUNITED.ORG • NOVEMBER 2022 | 9

LOCATIONS TO SERVE DEALERS

KEYSTONE PENNSYLVAN 488 Firehouse Road Grantville, PA 17028 717-469-7900

| Fax 717-4

Joey Hughes, GM Shirley Kennedy, Office Manager / Dealer S Mondays, 11 AM

THROUGHOUT THE MID-ATLANTIC PENNSYLVANIA 1190 Lancaster Road Manheim, PA 17545

717-665-3571 | Fax 717-6

Joey Hughes, GM Randy Derr, AGM Kevin Gantz, AGM Tim Doyle, AGM Andy Mekulsia, Commercial Accounts Ma Deni Hostsetter, Dealer Serv

Exotic Highline Sales every Thursday at 11 AM, Friday is regular sale stat

NIA

469-2842

Services

PITTSBURGH

BALTIMORE-WASHINGTON

21095 Route 19 Cranberry Twp., PA 16066

7120 Dorsey Run Road Elkridge, MD 21075

724-452-5555

410-796-8899 | Fax 410-799-0512

| Fax 724-452-1310

Tom McDonald, GM Shawn Byers, AGM Zak Hanna, Senior Manager Client Service Justin LaScola, Manager Client Service Dealer Wednesdays, 9 AM TRA Sale Wednesday, 11:30 AM

PHILADELPHIA 2280 Bethlehem Pike Hatfield, PA 19440

665-7521

215-822-1935

| Fax 215-822-8140

Charles Polina, GM Scott Mulligan, AGM Gregg Pachik, Dealer Services Manager Troy Moyer, Commercial Accounts Manager

anager vices other

ting at 9 AM

Tuesdays, 9:30 AM TRA Sale, Tuesday 12 PM

Chad Spearman, GM Audrey England, AGM Steve Soprano, Dealer Sales Manager Tuesdays, 9:30 AM

RECALLS– The Future of the Industry

By Kaylee Felio In 2021 there were more recalls than previous years, but the good news is the total number of vehicles involved was less than in the past. Nonetheless, recalls are an unavoidable and ongoing challenge for manufacturers, dealers, and parts departments. One of the biggest issues with recalls is making the connection to customers who have purchased older models- even in life-threatening situations.

Could putting more time into recall management at the dealership level not only save lives, but also help improve your dealership’s client base, client loyalty, and long-term viability?

Let’s explore.

BY THE NUMBERS

According to Neil Steinkamp, Managing Director at Stout’s Disputes, Compliance & Investigations Group, 90% of vehicle owners with cars less than three years old complete recall repairs and below 50% for vehicles older than eight years. While over 90% of car owners expect their OEM to reach out to them by any means necessary with a recall notice, in reality, if their contact information isn’t registered or the vehicle has changed owners, most OEM’s won’t escalate to find contact information and ensure notice is received.

EVALUATING YOUR SITUATION

While it’s technically the responsibility of the manufacturer to contact owners of recalled models, data shows that isn’t always the case and, as a result, millions of drivers are left operating vehicles with active recalls- some truly dangerous.

Where does your manufacturer(s) rank on recalls? What’s the average completion rate of recalls for customers at your dealership?

Is there anyone in your operation that is focusing on or perhaps even dedicated to recall resolution? On face value, recalls can feel like a huge time, energy, and resources drain on your operation. But, in reality, they are an unavoidable aspect of the business and, with a little perspective shift, could hold the key to your long-term success.

THE OPPORTUNITY

Imagine this scenario: you purchased a 5 year old vehicle from a private seller. Because you have no relationship with the original dealership, it’s unlikely you’d seek them out for ongoing repairs or maintenance.

You get a call from the dealership checking

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to ensure you’re aware of a recall on your vehicle and to see if you’d like to schedule the free repair. You schedule, have a great experience, and feel genuinely cared for by the dealership. For life-threatening, dangerous recalls, we’d imagine the sigh of relief would be exponentially bigger.

Consider dedicating a member of your team to recall resolution. While it may be a bit of a treasure hunt to locate updated owner information and contact information, the pay-off in terms of expanding your customer base, establishing your operation as one that cares, and filling the gap left by OEM’s is truly invaluable. n With over 9 years of experience in the automotive industry, Kaylee has a passion for helping Parts Managers and their operations to maximize potential profits through the power of technology. Kaylee recognizes the unique and powerful impact the service makes on Parts Operations profits and efficiency. Initially working in operations, Kaylee developed a keen sense of day-to-day operational needs as well as gaps in resources and education.

NIADA DASHBOARD FEATURE

5 Reasons a Good Online Reputation is Absolutely Essential

By Mandee Wilson, Marketing Director, NIADA

Online reputation may seem like an abstract for some used car dealers, but it is crucial for businesses in the digital era. You don’t have to sell digital products to benefit from a pristine presence on the web. Local buyers look up physical businesses before deciding whether they’re worth visiting. In this post, we will look at the 5 reasons you need to have a good online reputation.

average customer sticks with you. Since used cars are low-frequency purchases, customers are less likely to buy more than a few times from one dealer.

But with online reputation channels like Google Business, Facebook, and TrustPilot, a customer’s positive feedback can improve the conversion rate of other buyers. In other words, your excellent work does not persuade just one customer. It leads to more prospects learning about the quality and the trustworthiness of your service.

Better regional visibility on local searches

Google is the world’s most used search engine, and it has shifted its algorithm to prioritize reputation. Potential customers looking for used car dealers are likely to see your listing if you have a better digital footprint. Google’s knowledge graph tracks news sites, Wikipedia, and social media to understand authority and rank local businesses accordingly.

As a used car dealer, you have three options in terms of online visibility. The first is to be absent from all online platforms and miss out on all the business from online discovery. The second option is to be present online but have an average or poor reputation. Neither of those is good for your business, which leaves the third option: have a good online reputation.

With an excellent reputation, you not only appear in front of your prospects, but you also look appealing enough to make them want to visit.

Establish social proof

In the past, used car dealers relied on testimonials in print advertising to establish social proof. As times have changed, the medium has shifted, but the need for social proof remains. The approval from third parties, especially peers of the person reading the reviews, raises the credibility of a person or a business because of this psychological effect. With a stellar online reputation, your dealership can be seen as the better option in your area.

Increase buyer trust for quicker purchase decisions

This benefit extends from social proof.

With the right online image, you are seen as not just a leader in your market but also as more trustworthy. Positive reviews can boost buyer confidence which can reduce the likelihood of the dreaded “let me think about it.”

Customers delay their buying decision because they assume they might be able to get a better deal elsewhere. You can bypass that by having a solid reputation for giving a good deal.

As a used car dealer, you also have the advantage of limited availability for specific cars. If a customer likes a specific used car, he cannot justify delaying action on account of being able to get the same car for the same price later. This motivates the customer to even opt for financing to buy as soon as possible, as long as he trusts the dealer.

If your online reputation isn’t good, the lack of trust can be too large an obstacle to overcome.

You expand Lifetime Value per customer

The lifetime value (LTV) of a customer refers to the money they bring into your business across the number of years an

Attract educated customers

If you’re tired of dealing with customers who want to trade in for rates detached from market realities, you need to get educated customers instead of having to teach every new prospect. People who find you because of your online reputation are people doing their research.

While some used car dealers might prefer customers to know less, our members report positive experiences dealing with customers who do their research and can understand the value they offer. With the right reputation, you attract customers who do not waste your time regardless of whether they buy from you or not. And as long as you provide the value they’ve come to expect from you based on your online image, they will leave reviews that will further strengthen your brand.

Final Thoughts From displaying affiliations like your NIADA membership to featuring positive social proof like testimonials and reviews, you have several options to improve your online image. We help independent car dealers get the resources, information, and networking opportunities that allow them to level up their training, positive feedback, and online presence. Join now to get exclusive discounts and training that is documented to improve sales and/or profitability. n

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The CARLAWYER

©

By Eric Johnson, Partner in the law firm of Hudson Cook, LLP, Editor in Chief of CounselorLibrary.com’s Spot Delivery® Here’s our monthly article on selected legal developments we think might interest the auto sales, finance, and leasing world.

This month, the developments involve the Federal Trade Commission, Consumer Financial Protection Bureau, and the Federal Communications Commission.

As usual, our article features the “Case(s) of the Month” and our “Compliance Tip.” Note that this column does not offer legal advice. Always check with your lawyer to learn how what we report might apply to you or if you have questions.

FEDERAL DEVELOPMENTS On September 1, the Federal Trade Commission announced a proposed $3 million settlement agreement with Credit Karma, LLC, resolving allegations that the company made false, misleading, or unsubstantiated claims to consumers about whether they were approved for credit offers, in violation of Section 5 of the FTC Act. According to the complaint, the company’s website and mobile application market credit monitoring and other tools, such as financial calculators, for approximating the effect of certain credit choices on a consumer’s score. To access most of these tools, a consumer must sign up for a Credit Karma account and become a member. When signing up for an account, a consumer must provide a variety of personal information, including name, date of birth, and last four digits of a social security number, and also agree to the company’s privacy policy and terms of service, which state that the company may collect additional information about them from other sources. The FTC’s complaint alleged that the company has amassed over 2,500 data points, including credit and income information, per

member. From February 2018 through April 2021, through its website, mobile app, and email marketing campaigns, the company allegedly represented in advertisements and recommendations to members that they had been “preapproved” for third-party financial products, such as credit cards. However, according to the allegations, almost a third of the members who received a pre-approved offer and applied for credit were denied. The FTC alleged that the company did not conspicuously disclose the possibility of denial and made false claims that consumers had “90% odds” of approval. The FTC alleged that these “preapproved” claims conveyed false certainty to consumers. Moreover, the FTC alleged that the company purposefully rejected alternative ways to describe the credit offers after it conducted testing to compare versions of its marketing materials and learned that consumers were more likely to click on offers saying “pre-approved” than those saying they had “excellent” odds of being approved. Finally, the FTC alleged that, in response to the company’s false claims, consumers wasted significant time applying for credit, and, when consumers applied for these offers, third-party financial companies made hard inquiries on their credit reports, which lowered consumers’ credit scores and harmed their ability to secure other financial products in the future.

On September 14, the Federal Trade Commission and the Consumer Financial Protection Bureau announced that they filed a joint amicus brief in the U.S. Court of Appeals for the Third Circuit in the case of Ingram v. Waypoint Resource Group, LLC. In the brief, the agencies argue that the Third Circuit should overturn a lower court’s decision that could create an exception to the Fair Credit Reporting Act allowing furnishers of credit information to decline to investigate a consumer’s dispute in certain circumstances. The lower court concluded

14 | MIDATLANTIC DEALER NEWS | MIDATLANTICAUTODEALERSUNITED.ORG • NOVEMBER 2022

that, when a consumer submits a dispute to a credit reporting agency and that dispute is then referred to the furnisher, the furnisher is only obligated to investigate “bona fide” disputes and, therefore, may decline to investigate any dispute it deems frivolous. The agencies’ brief argues that, under the FCRA, a furnisher is required to investigate any dispute forwarded to it by a credit reporting agency and cannot avoid that obligation by deeming the dispute to be not “bona fide.”

On September 15, the Federal Trade Commission released a report - Bringing Dark Patterns to Light - that examines how companies use digital «dark patterns,» i.e., design practices that manipulate or heavily influence consumers to make certain choices. The report focuses on certain common dark pattern tactics, including: disguising advertisements to look like independent content; comparisonshopping sites that claim to be neutral but actually rank companies based on compensation; countdown timers designed to make consumers believe they only have a limited time to purchase a product or service when the offer is not actually timelimited; making it difficult for consumers to cancel subscriptions or charges; hiding or obscuring material information from consumers, such as burying key terms of, or fees for, a product or service; and intentionally steering consumers toward privacy setting options and data sharing options that provide a company with consumers’ most personal information.

On September 19, the Consumer Financial Protection Bureau issued a blog post that examines the impact of rising new and used vehicle prices on the amounts financed by consumers for vehicles, financing term lengths, monthly financing payments, and delinquency rates.

On September 27, the Federal Communications Commission issued a notice of proposed rulemaking that

proposes to apply caller ID authentication standards to text messaging and require mobile wireless providers to block illegal text messages before they get to consumers. Specifically, the FCC proposes to require mobile wireless providers to block texts, at the network level, that purport to be from invalid, unallocated, or unused numbers and numbers on a Do-Not-Originate list. The agency also seeks comment on the extent to which spoofing is a problem with regard to text messaging and whether there are measures the FCC can take to encourage providers to identify and block texts that appear to come from spoofed numbers.

Comments on the proposed rule are due 30 days after it is published in the Federal Register, which is expected shortly.

CASE(S) OF THE MONTH Notice Sent to Creditor Opting Out of Arbitration Provision in Vehicle Finance Contract Was Effective, Despite Being Signed by Car Buyers’ Attorney and Not Buyers Themselves, as Required by OptOut Language: After individuals bought a used car, the dealership assigned the retail installment contract, which contained an arbitration clause but allowed the car buyers to opt out of the arbitration clause.

The arbitration clause stated, in relevant part: “Your right to reject: If You don’t want this Arbitration Clause to apply, You may reject it by mailing Us ... a written rejection notice that describes the Contract and tells us You are rejecting this Arbitration Clause. A rejection notice is only effective if it is signed by all buyers, co-buyers and cosigners and the envelope that the rejection notice is sent in has a post mark of 30 days or less after the date of this Contract.”

Within the 30-day opt-out period, the car buyers’ attorney sent a letter to the assignee rejecting the arbitration clause.

The car buyers then sued the assignee, alleging claims related their purchase of the vehicle. The assignee moved to dismiss and to compel arbitration, arguing that the car buyers’ opt-out notice was ineffective because the contract stated that it “is only effective if it is signed by all buyers, cobuyers and cosigners,” and the car buyers did not sign the opt-out notice personally but had their attorney sign it.

The U.S. District Court for the Eastern District of Michigan denied the assignee›s motion to dismiss and compel arbitration. The court concluded that the car buyers, through their attorney, unambiguously rejected the arbitration clause. The court stated that «counsel›s signature, authorized by [the car buyers] and presented on their behalf, has the same legal effect as their personal signatures. This conclusion is based on the relationship between an attorney and client, which is one of agency. ... [A] contract need not specify that it may be signed by an authorized representative for such a signature to be valid; such signatures are generally valid and binding by operation of law. In addition to the general principles of agency law, Michigan law expressly permits an authorized representative to sign a retail installment contract on behalf of the buyer.» See Davis v. Credit Acceptance Corporation, 2022 U.S. Dist. LEXIS 152575 (E.D. Mich. August 24, 2022).

COMPLIANCE TIP Our Case of the Month spotlights another arbitration provision issue – how to handle

the rejection of an arbitration clause, if one is provided in your arbitration agreement. The District Court’s decision was ultimately pro-dealer, but it shows how important it is to determine whether your buyer, or in this case, their attorney rejected the arbitration clause. Not every arbitration agreement provides the buyer with the right to reject the arbitration clause.

What does your arbitration agreement say? You are using one aren’t you? Does it give your buyer the right to reject the clause? How do you handle rejections? Some great questions for you to ask your attorney next you speak with them.

So, there’s this month’s roundup! Stay legal, and we’ll see you next month. n Eric (ejohnson@hudco.com) is a Partner in the law firm of Hudson Cook, LLP, Editor in Chief of CounselorLibrary.com’s Spot Delivery®, a monthly legal newsletter for auto dealers and a contributing author to the F&I Legal Desk Book. For information, visit www.counselorlibrary.com. ©CounselorLibrary.com 2022, all rights reserved. Single publication rights only to the Association. HC# 4890-7958-1494.

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18 | MIDATLANTIC DEALER NEWS | MIDATLANTICAUTODEALERSUNITED.ORG • NOVEMBER 2022

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How to Keep Your Dealership Out of Legal Trouble

By Bill Springer Please note that the information in this article is for informational purposes only; it does not and is not intended to constitute legal advice. For legal advice relating to this information, please contact a licensed attorney.

Most dealerships today operate honestly, and wrongdoing is much rarer than it used to be. With that in mind, you would think dealerships are fairly safe from any legal trouble.

However, from service departments to F&I, dealerships must follow a myriad of regulations to stay within the law, and even honest dealers make mistakes.

Even without ill intent, a law broken is still a law broken, and costly legal action can follow. If a customer or employee files a formal complaint, it doesn’t make much difference to the government that the law was only broken accidentally.

To make matters worse, there are of course still people with unethical intentions.

Sometimes it’s a single employee trying to cut corners or get ahead, and sometimes this behavior grows like a cancer in your company, where multiple people are working together. They’ll lie to customers, telling them optional purchases are mandatory, or add in hidden costs for products the customer didn’t want.

In the service lane, issues often stem from a lack of designated safety responsibilities or neglecting to set up a formalized safety system. Employees are often tempted to ignore safety violations to save time, and these can cause major legal issues if left untreated. (This is an unnecessary step for profitability, which can just as easily be achieved by expanding service lane capacity or increasing its efficiency) To steer clear of these issues, dealers need to learn the most common mistakes to avoid, understand their own products better, and practice a level of transparency that might seem counterintuitive to some.

Let’s go over some of the most common areas to keep an eye on, and some steps you can take to prevent investigations and lawsuits from happening.

Where do legal issues happen most at dealerships?

Financial Protections for Customers Most dealership-related regulations today focus on F&I, in part because there are so many more opportunities for scams to happen there. These issues are usually handled by your state’s Attorney General (AG), who has a great deal of authority to issue penalties for deceptive or unfair practices.

22 | MIDATLANTIC DEALER NEWS | MIDATLANTICAUTODEALERSUNITED.ORG • NOVEMBER 2022

The second area dealerships get into trouble, usually with the Federal Trade Commission (FTC), is for misleading advertising practices.

Some common legal issues include: • Discriminatory interest rate quotes • Payment packing (such as adding F&I products or services into a monthly vehicle payment, when the customer didn’t ask for them) • Engaging in unlicensed car sales • Selling unroadworthy vehicles or “lemons” • Making false statements about products, services, or payments to a customer (such as claiming it’s mandatory to buy gap insurance) • Running deceptive advertising • Inflating a customer’s income on a credit application (legal action here can even target managers who didn’t have direct involvement) Employee Health & Safety Separately, there are protections that expand to employees, such as by the Occupational Safety and Health Admin (OSHA). OSHA investigations usually happen when someone reports an imminent danger, or if a serious accident occurs on your premises. Most OSHA violations are fairly easy to fix proactively, but are often overlooked.

When OSHA comes to investigate, they don’t give you prior notice, so it’s especially important to stay compliant, even if you consider your workplace safe. Some of the most common OSHA violations Service Directors should be aware of include: • Lack of slip and fall precautions (from lack of appropriate signage and equipment to unaddressed oil slicks on the shop floor) • A service bay hoist that doesn’t meet safety standards • Insufficient ventilation in the paint shop (or anywhere with gasses, vapors, smoke, aerosols, etc.)

• Improper forklift use (such as not adhering to rules on maximum loads, vehicle speed, load balancing, operator training) • Improper installation or labeling of electrical wires (such as a lack of warnings) • Unlabeled or improperly labeled chemical containers (acids, disinfectants, glues, paints, etc.)

• Lack of safety guards on machinery • Fire code violations (these can extend to other areas of your dealership too, such as file boxes stacked dangerously high, or blocked exits)

How to Keep Your Dealership Out of Legal Trouble

While there’s plenty you can do to reduce your risk of encountering legal trouble with the AG, FTC, or OSHA, it can mostly be broken down into 3 central areas: transparency, education, and proactively putting systems in place.

Transparency (Externally and Internally) When it comes to customer protections, the best way to avoid trouble with the law is to be as transparent as possible. As a rule of thumb, anything that misleads customers has the potential to get you into serious legal trouble.

This requires you to honestly present terms and conditions of any transaction, for starters. If a customer might encounter any surprises that could lead to a complaint, that surprise is worth addressing.

On the admin side, transparency requires you to keep your deal jackets updated and accurate, showing any documentation and

signoffs. If investigators arrive from the AG’s office, this will be the first thing they look at, and doing these correctly can be what saves you.

Where the FTC is concerned, deceptive dealer advertising is low-hanging fruit. If they accuse you of it, you may not even have the funds on hand to mount a solid defense. Any misleading claims in your advertising is highly risky, no matter what your competitors are doing.

Education (About Your Products, and About the Law) Sometimes when everyone has the best intentions, employee ignorance still causes issues. We’re all human after all, but oftentimes this ignorance is addressable.

For instance, less than 10% of F&I employees who present a contract to customers have actually read the contract.

How are you supposed to accurately explain a contract if you don’t know what’s in it?

Learning proper compliance is essential.

It may seem like a chore to review your products and contracts, or the relevant regulations in the industry, but it’s a much better use of time and resources to proactively learn how to be compliant now rather than deal with a lawsuit that might negatively impact your business later on.

F&I managers in particular need to educate themselves about the products they’re offering, because again, ignorance of the law doesn’t grant you immunity from it. For instance, legally you must itemize a customer’s monthly payments for their car, separate from any extras. Failure to do so can have serious consequences.

In the service center, the same rule applies.

Learn about the equipment your team is using, and the associated regulations with who can use it, how to use it, and the safety precautions you need to take.

Proactively Setting Up Systems to Stay Compliant Sometimes, in the event of a violation, investigators are more likely to forgive you (or reduce penalties) if they can tell you’re making a genuine effort to stay compliant.

An example of this might be setting up a system to handle customer complaints.

This way, you can resolve problems before they get more serious, such as leading to the involvement of law enforcement. Mistakes happen, but they’re more likely to become real problems if negligence is to blame.

When it comes to workplace safety, the same principle applies. Many dealerships establish a safety committee to designate who is responsible for monitoring potential violations. Ultimately, OSHA wants to see commitment to safety. When you can present them with training records, formalized written programs, and evidence of an established culture of safety, a oneoff mistake becomes less of a problem. The absence of these practices is a big red flag for investigators.

Safety training programs need to stay up to date, and include any new hires along the way. An oversight here increases the risk of an accidental violation, such as when you fail to train a new employee on correct safety procedures or forget to update your training programs regularly.

Transparency is More Profitable Than You Might Expect

Practicing fair and full disclosure is the best way to proceed. Failing to do so can not only cause expensive legal issues, but the bad experience also ruins customer trust in your company. It will get publicized, and it will be embarrassing.

While some shady individuals might chase short-term gains in F&I, an honest and transparent culture leads to greater profits over the long term. This can seem counterintuitive, because many people falsely believe that compliance gets in the way of profitability.

However, consider for a moment the reputation of dealerships among consumers.

People are distrustful, and have learned to expect some level of deceit. But when you stay compliant with laws, over-disclose costs, and avoid pushing products a customer doesn’t need, you get a massive credibility boost.

People realize they can trust you, and as any seller can attest, a customer who trusts you is more likely to buy from you — whether it’s a new vehicle or an optional F&I product. n

MIDATLANTIC DEALER NEWS | MIDATLANTICAUTODEALERSUNITED.ORG • NOVEMBER 2022 | 23

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NON-SECURE FORMS

________ $ ________ $ ________ ________ ________ $ ________ $

QUANTITY $MEMBER NON-$MEMBER TOTAL $ DUE

Cash Sales Contracts (100 per pack) Odometer Mileage Statement (100 per pack) FTC Buyers Guide (100 per pack) Check one:  AS IS  IMPLIED Restricted Power of Attorney (100 per pack) Deal Jackets (100 per pack) Test Drive Agreements (100 per pack)

_____ _____ _____

47.00 18.00 $ 00 28. $

$

94.00 36.00 $ 00 56.

________ ________ $ ________

$

$

$

$

$ 00 $ _____ $10.00 20. ________ $ 00 $ 00 $ _____ 24.

48. ________ $ 00 $ _____ $28.00 56. ________ Total Non-Secure forms order $ ________ 6% Maryland Sales Tax ________ TOTAL enclosed for Non-Secure forms $ _________ TOTAL AMOUNT DUE $ _________

Dealership ________________________________________________________________________ Dealer # (required) _________________________________________________________________ Member  Yes  No Contact Name ___________________________________________ Email _____________________________________________________________________________ Address __________________________________________________________________________ (FEDEX & UPS WILL NOT DELIVER TO P.O. BOX)

City_______________________________________________State ______Zip _________ Phone ______________________________Fax ______________________________________ Card Type:

 VISA

 MasterCard

 AMEX

Name on Card ___________________________________________________ Exp. Date________ Card Number _____________________________________ Security Code________ Make checks payable to: PIADA or fill out payment information below: Card Type:

 VISA

 MasterCard

 AMEX

 Discover

Name on Card ___________________________________________________ Exp. Date________ Card Number _____________________________________ Security Code________ We cannot process orders until payment is received.

Signature ____________________________________________ Date ___________________ For questions you may contact Cynthia Slemons at 717.238.9002 ext. 16 or Cynthia@piada.org.

PENNSYLVANIA FORMS DEALERS CAN ORDER DESCRIPTION QUANTITY MEMBER NON-MEMBER MEMBER EXT NON-M EXT $

“As is” Supplemental Statement Buyers Guide Plastic Holders (50) Buyers Guide Window Form Buyers Guide Window Form (Spanish) Consignment & Sales Agreement Form Deal Jackets Fees Chart (wall mount) Fraud Hotline Poster Installment Sales Contract (100) Interpreter Confirmation of Translation Key Tags (250) Lease Agreements Limited Warranty No Purchase Required Disclosure Notary Receipt Pad Odometer Mileage Statement Power of Attorney Disclosure Forms Rental Agreements Retail Buyer Order Form Secure Power of Attorney Secure Power of Attorney Log Book Temp Tag Log Book Title Release Authorization Used Vehicle Record

$

_____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____

24.00 $ 00 40. $ 00 20. $ 00 18. $ 00 25. $ 00 30. $ 00 14. $ 00 14. $ 150.00 $ 00 25. $ 00 32. $ 00 78. $ 00 26. $ 00 24. $ 00 15. $ 00 18. $ 00 18. $ 00 32. $ 00 32. $ 00 50. $ 00 15. $ 00 15. $ 00 15. $ 00 15.

_____ _____ _____ _____ _____ _____ _____ _____ _____

$

$

$

$

$

48.00 80.00 $ 00 40. $ 00 36. $ 00 50. $ 00 60. $ 00 28. $ 00 28. $ 300.00 $ 00 50. $ 00 64. $ 156.00 $ 00 52. $ 00 48. $ 00 30. $ 00 36. $ 00 36. $ 00 64. $ 00 64. $ 00 50. $ 00 30. $ 00 30. $ 00 30. $ 00 30.

_______ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______

_______ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______ $ _______

$

$

$

$

$

$

ADP FORMS Customer Delivery Check List Customer Proposal Damage Disclosure Delivery Confirmation Goodwill Repair Acknowledgement Insurance Coverage Acknowledgement Lease Spot Delivery Agreement Notice to Co-Signer Trade-In Appraisal

28.00 28.00 $ 00 28. $ 00 28. $ 00 28. $ 00 28. $ 00 28. $ 00 28. $ 00 28.

$ 56.00 _______ $ _______ 00 $ 56. _______ $ _______ $ 00 $ 56. _______ $ _______ $ 00 $ 56. _______ $ _______ $ 00 $ 56. _______ $ _______ $ 00 $ 56. _______ $ _______ $ 00 $ 56. _______ $ _______ $ 00 $ 56. _______ $ _______ $ 00 $ 56. _______ $ _______ $ Subtotal _______ $ _______ 6% Pennsylvania Sales Tax $ _______ $ _______ Shipping $ per pound + Special Shipping $ at cost. Total w/o shipping $_________ Please make checks payable to PIADA, 1501 North Front St., Harrisburg, PA 17102 (call in to receive shipping cost to include in payment) or you may fax orders to 717.238.3870 with credit card information. *All orders MUST be accompanied by a method of payment. *Must provide DIN if applicable.

Dealership ________________________________________________________________________ Contact_______________________________________________Date ________________

FOR INFORMATION ON MEMBERSHIP...

Address __________________________________________________________________________

MIDATLANTIC IADA = PIADA + MDIADA + DEIADA Contact Shannon at 717.238.9002 x 18 Shannon@piada.org www.piada.org • www.mdiada.org • www.deiada.org

City_______________________________________________State ______Zip _________

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Phone _____________________Fax ____________________*DIN ___________________ Card Type:

 VISA

 MasterCard

 AMEX

Name on Card ___________________________________________________ Exp. Date________ Card Number _____________________________________ Security Code________ All forms come in packs of 100 unless otherwise noted.

24 | MIDATLANTIC DEALER NEWS | MIDATLANTICAUTODEALERSUNITED.ORG • NOVEMBER 2022

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26 | MIDATLANTIC DEALER NEWS | MIDATLANTICAUTODEALERSUNITED.ORG • NOVEMBER 2022