new england automotive report april 2016

April 2016U.S.A. $5.95

MASSACHUSETTS

BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

Serving the New England Collision and Mechanical

Repair Industry

www.grecopublishing.com

NEAR0416.qxp_NEAR1014 3/15/16 1:21 PM Page 1

2 April 2016 New England Automotive Report


CONTENTSApril 2016 Volume 14, No. 4

ALSO THIS ISSUE

COVER STORY35 | TODAYS AUTO EDUCATION:

THE GOOD, THE BAD AND THE HOPEFUL

New England Automotive Report April 2016 5

DEPARTMENTSVICE PRESIDENTS MESSAGE by Adam Ioakim

8 | If a Tree Falls in the Forest...

SPONSOR SPOTLIGHT by Jacquelyn Bauman

14 | PPG: More than Just Paint

LOCAL NEWS

17 | ADALB Debates Major Regulation Changes

20 | New England Patriots Star Joins AASP/MA Shop

in Supporting Veteran

NATIONAL NEWS by Joel Gausten

26 | Dealer Body Shop Loses $438K Improper Repair Case

LEGAL PERSPECTIVE by James A. Castleman, Esq.30 | Why I Wont Be Buying Car Insurance from Just Any Insurer

TECH CORNER by Jacquelyn Bauman

42 | Galvanic Corrosion: What You Need to Know

MEMBER SHOP SPOTLIGHT by Jacquelyn Bauman

48 | Discount Auto

7 | TRAINING OPPORTUNITIES: I-CAR CALENDAR OF EVENTS10 | A MESSAGE FROM THE EXECUTIVE DIRECTOR15 | AASP/MA SPONSORS16 | AASP/MA PLANNED YEAR49 | AASP/MA MEMBERSHIP APPLICATION54 | INDEX OF ADVERTISERS


April 12, 2016Sectioning of Steel Unitized Structures

Northeast Metropolitan Regional Vocational School, Wakefield, MAAutomotive Foams

April 14, 2016Alternative Fuel Vehicle Damage Analysis & Safety

April 26, 2016Steel Unitized Structures Technologies & Repair

April 28, 2016Alternative Fuel Vehicle Damage Analysis & Safety

Vehicle Technology & Trends 2016Both classes held at Amica Insurance, Westborough, MA

in Massachusetts

All classes held at Fuller Auto Body, Auburn, MA

(unless otherwise noted)For more information, visit i-car.com

AUTAUT MM TIVETIVEN E WN E W E N G L A N DE N G L A N D

STAFF

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

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AASP/MA EXECUTIVE COMMITTEEPRESIDENT

Molly BrodeurVICE PRESIDENT

Adam IoakimSECRETARY

Gary CloutierTREASURER

Kevin GalleraniIMMEDIATE PAST PRESIDENT

Paul Hendricks

AASP/MA STATEWIDE DIRECTORSCOLLISION DIRECTOR

Rick Starbard

AASP/MA DIRECTORSAlex FalzoneKevin KyesMichael PenachoDarlene AndradeTom RicciRay Belsito, Jr.Peter Langone

PUBLISHERThomas Greco ([email protected])

DIRECTOR OF SALESAlicia Figurelli ([email protected])

EDITORJoel Gausten ([email protected])

ART DIRECTORLea Velocci ([email protected])

MANAGING EDITORJacquelyn Bauman ([email protected])

PRODUCTION Donna Greco ([email protected])

WWW.AASPMA.ORG

AASP/MA EXECUTIVE DIRECTORJillian M. Zywien

12 Post Office Square, 6th Floor Boston, MA 02109Phone: (617) 574-0741 Fax: (617) 695-0173

Email: [email protected]

MASSACHUSETTS


New England Automotive Report is published monthly by TGP, Inc., 244 Chestnut Street, Suite 202 Nutley, NJ 07110. Distributed free to qualified recipients; $48 to all others. Additional copies of New England Automotive Report are available at $5 per copy. Reproduction of any portions of this publication is specifically prohibited without written permission of the publisher. The opinions and ideas appearing in this magazine are not necessarily representations of TGP Inc. or of AASP/MA. Copyright 2016 by Thomas Greco Publishing, Inc. Images courtesy of www.istockphoto.com


LET US TURN THEMAROUND!

Contact New England

Automotive ReportSales DirectorAlicia Figurelli

973.667.6922 /[email protected]



As an AASP/MA Board member, I often field com-plaints from shops on the phone or at association eventsabout the ways insurance appraisers mishandle situationsat our shops. I hear a lot of grievances, but I dont seemuch action. We have the ADALB, which welcomes filedcomplaints about these occurrences (and should work tofind resolutions). I understand the hesitation from shopowners who have been in the industry for a long time;many of you have submitted complaints in the past andhave become jaded when the ADALB didnt take any ac-tion. At that time, some of the members of the ADALBwere part of referral programs or indebted to insurers insome way, and they were unable to truly work in our bestinterest. However, there are new faces on the Board. Threeof the members have recently been replaced by individualswho are very well-equipped to work for the industry. Nei-ther of the two new collision repair members are on any in-surer referral program theyre not beholden to anyinsurance company. These two are truly independent shopowners. And while I dont know the representatives fromthe insurance industry as well, they do seem level-headed

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

Now that weve been equipped with what Ithink is afair and reasonable ADALB, we need to use it. Its no usegriping about an issue without doing anything to solve it.If the ADALB members arent told, they cant work out theproblem. Its like the saying, If a tree falls in a forest andno one is around to hear it, does it make a sound? Its timefor us to make a sound. Send in your complaints and makesome noise. I have to admit that Im just as guilty myself. Ihavent filed anything with the ADALB in the past, but Imworking on doing so. If you have questions on how to gothrough this process, I encourage you to contact AASP/MA.We can help you write the complaint so it fits the correctparameters and help you file it so it gets to the right peo-ple. We will dot the is and cross the ts. The association ishere to help you. Lets work together to make this industrya better place for all of us.

MASSACHUSETTS


ADAM IOAKIM is the co-owner of Hogan & Van Auto Body in Medford,MA. He can be reached at (781) 436-0366 or [email protected].

VICE PRESIDENTS

MESSAGE

IF A TREE FALLS INTHE FOREST...

ADAM IOAKIM



Dear Members,For years, our office has frequently received calls

from members who ask what they can do to help the as-sociation and our initiatives. We are so fortunate to havean industry that is supportive and active.

As you know, the most important service we offer toour members is our advocacy efforts. We represent the in-dustry before the Legislature, the Auto Damage Ap-praiser Licensing Board (ADALB), the Division ofInsurance, the Attorney Generals Office, CommonwealthAutomobile Reinsurers (CAR), etc. Our efforts are tire-less, and we often need our members to support these endeavors in a variety of ways.

Since my last writing, the associations Insurer Rela-tions Committee has sent out two surveys, both of whichattempt to identify trends in the industry. One surveyasked members if they were experiencing challenges re-ceiving supplement paperwork or payment for certain re-quired procedures. We heard back from over 50 of ourmembers who were facing those same challenges, so wesent a follow-up survey on the matter. Both surveys arestill open if you wish to participate, and we want to hear fromyou! Please visit our Facebook page (tinyurl.com/hf7smaa)for the link. These surveys help the association find outwhat is going on in the industry and identify challenges.Once these obstacles have been recognized, the associa-tions leadership will meet with insurers to make themaware of these issues with the intent of putting an end toviolations and creating a cohesive relationship betweenappraisers without going to the ADALB.

The newly appointed ADALB members have beenopen and encouraging of all appraisers to submit com-plaints and seek advice from them. If you see direct viola-tions of 212 CMR in your shop, I would encourage you tosubmit a complaint to the Board for their review. If youare a member of the association, you can find the com-plaint form on the Members Only section of our website(aaspma.org). If the Board doesnt hear from the industry,they assume everything is working. They assume you aregetting paid for everything you deserve and that the ap-praisal process is acceptable. If its not working or youare experiencing issues, I would strongly encourage youto file a complaint. The association can help answer anyquestions you have on the complaint process.

Additionally, per the Governors Executive Order,the Board is hosting a listening session on 212 CMR onMay 4 at 9:30am at the Division of Insurance. AASP/MAand your Board of Directors are prepared to submit

comments that we have worked on for over a year to de-velop. While the association will be there on behalf of theindustry, I would urge each shop to get involved. Makesure your voice is heard. Every comma, sentence andparagraph is open for all interested parties that meansinsurers and body shops. If you cannot attend the hear-ing, written comments may be submitted. More informa-tion will be available on the ADALBs website and (oncepublished by the ADALB) on our website at aaspma.org.At the time of this writing, this information had not beenmade available.

The association cannot operate without our mem-bers support and willingness to participate. We know thechallenges you face on a daily basis. Building the successof the auto repair industry is the commitment your leader-ship and the association staff have made. We work tire-lessly to ensure the success of our shops. We take theissues you face every day seriously, and we are commit-ted to finding solutions. In order to achieve success, wemust work together. Continue to support the association,file complaints and participate in our surveys and calls toaction. Call the office if you have a question or need assis-tance. Attend meetings and learn from our speakers.Meet fellow shop owners who can help you find newways to better your business. Watch the ADALB videoson the Members Only section of our website. Use everyresource the association provides. Help us succeed so youcan be successful.

If your schedule doesnt allow for active participa-tion, you can still support the industry and the associa-tion through your membership. Join today to provide thefinancial support the association needs in order to con-tinue advocating on your behalf. I know how importantyour funds are to your business, but every dollar countswhen we are fighting on behalf of the industry. We arethe only voice of repairers in the Commonwealth. The as-sociation represents your interests and puts your issuesin front of key decision makers. If you are not a member,join today and let your voice be heard. Help us representyour interests and stand united with fellow repairers. Bea part of building our industrys success.

Sincerely,

Jillian Zywien

AASP/MA EXECUTIVE DIRECTOR JILLIAN ZYWIEN hasbeen a senior account executive at Lynch Associates for over seven years. She

can be reached at (617) 574-0741 or via email at [email protected].

A MESSAGE FROM

THEEXECUTIVE DIRECTOR

A LOUDER CALLFOR CHANGE

JILLIAN ZYWIEN

MASSACHUSETTS



[SPONSOR] SPOTLIGHT by Jacquelyn Bauman

With over 130 years in business, PPG is an industryleader for automotive repair businesses nationwide. Ac-cording to PPG representatives, the company is thenumber one waterborne paint supplier in the countryand provides the best color match on the market withits Envirobase High Performance products.

From the start, PPG has worked to continue to be atthe forefront of the industry, focusing on innovation andbusiness development. Although the reach of the com-pany is global, it is its distinctive local touch that helpsto set it apart.

As part of their dedication to personal businessmanagement, PPG has recently become a sponsor ofAASP/MA, an initiative in which Territory ManagerRick Morris firmly believes.

Ive seen different groups in the past try to bringthe collision repair community together, and it just hasntreally worked out, but I feel good about AASP/MA, hesays. Theyre organized; they know what they need todo to get things accomplished. And it stands out thatthey have such a strong belief in training.

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

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

training program, we teach you everything you need toknow to run a shop. A lot of guys can fix a car, but noteveryone knows how to run a business. We help outwith that, and we see a lot of training opportunitieswith AASP/MA.

Of course, in a worldwide company such as PPG, itis not always simple to budget money to put towardsthese kinds of initiatives, but Morris sincerely felt it wassomething to fight for.

I had to campaign [from corporate] to be able tosponsor the association, he notes. I put my name behind it because I feel strongly about it. I feel that[AASP/MA] is going to get things accomplished.Theyre positive and proactive. AASP/MA has devel-oped strong relationships with legislators and regula-tors. I believe they have the right support and the rightprofessionals on their side to be successful on behalf ofthe industry. I believe they have what it takes. Massa-chusetts was divided, but they brought all of the voicestogether; that collective voice makes it stronger becauseyou have different points of view brought to the table.

Overall, Morris is excited about what the future willbring for the relationship between PPG and AASP/MA.

Im proud of my company and I appreciate whatboth PPG and the association do individually for the in-dustry, he says. Its not just about donating funds toAASP/MA, but also about becoming partners. I amvery happy to be a part of what they're doing and makinga difference for the industry.

More than Just PAINt

MASSACHUSETTS



Contact AASP/MA at (617) 574-0741 / [email protected] for information on becoming an AASP/MA sponsor!

AASP/MA NEWSLETTER SPONSOR

AASP/MA ASKS YOU TO PLEASE SUPPORT OUR SPONSORS!

WOLPERTINSURANCE



MASSACHUSETTS

BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRYPLANNED YEARJANUARY MARCH

MAY JUNE

JULY SEPTEMBER

NOVEMBER For more information, visit aaspma.org or contactExecutive Director Jillian Zywien at

[email protected] or (617) 574-0741.

Check New England Automotive Report for

updated event information throughout the year.

January 6Board of Directors

MeetingStatewide Meeting

March 22Board of Directors


May 13

AASP/MABBQ

July 26

Board of DirectorsMeeting

September 23

AASP/MAClambake

November 12

AASP/MA CasinoNight & Annual Meeting

May 24Board of Directors


Date TBD

AASP/MAGolf Outing

Date TBD

New England AutomotiveRepair Training & Trade

Show Event

September 27Board of Directors


November 15

Board of DirectorsMeeting


by Joel Gausten


[LOCAL] NEWS

the effort to change Massachusettsauto body regulations is moving for-ward.

Carrying on with the discussionkick-started by Board members RickStarbard and Lyle Pare at the Boardsprevious meeting in January (ADALBTackles Biggest Agenda in Years, NEARMarch 2016), the ADALB devoted theirFebruary 23 meeting at the Division ofInsurance in Boston to a further exami-nation of proposed amendments to 212CMR 2.00 et seq. This time, Board mem-ber and collision repair facility ownerBill Johnson offered an extensive list ofsuggested changes to 212 CMR 2.04meant to improve the automotive ap-praisal and repair processes.

A critical highlight of Johnsons pro-posals called for considerable additionsto the regulatory requirements for per-sonal inspections and photographs.These proposed changes to this section(reprinted here without edits) are in boldbelow:

(d) Requirements of Personal Inspectionand Photographs. An appraiser, whether rep-resenting the insurance company or repairshop shall personally inspect the damagedmotor vehicle and shall rely primarily on thatpersonal inspection in making the appraisal. Aspart of the inspection, the appraiser shall alsophotograph each of the damaged areas.

Determination of Damage and Cost of Repairs.The appraiser shall specify all damage attribut-able to the accident, theft, or other incident inquestion and shall also specify any unrelateddamage. If the insurance appraiser determinesthat preliminary work or repairs would signifi-cantly improve the accuracy of the appraisal, heor she shall authorize the preliminary work orrepair with the approval of the claimant andshall complete the appraisal after that work hasbeen done by a registered shop of theclaimants choice. If the appraiser repre-senting a registered repair shop determinesthat preliminary work, repairs or partialdisassembly would significantly improvethe accuracy of the appraisal, then, withthe approval of the claimant, he or sheshall authorize such preliminary work, re-pairs or partial disassembly; providedhowever, that, if there has been a writteninsurance claim made, then the repair shopappraiser shall first obtain the approval ofthe insurer before giving such authoriza-tion, unless the claimant directs that suchwork, repair or partial disassembly bemade without obtaining the insurers ap-proval, the claimant being first informedthat they may be held personally responsi-ble for the costs of same and that it mayaffect the insurers obligation to pay thecost of repairs. In all instances, the ap-praiser shall photograph the damagedareas before authorizing preliminary work,repairs, or partial disassembly. An insurershall not unreasonably withhold its approval of preliminary work, repair, orpartial disassembly.

Its rather wordy, but I feel that itsimportant to protect the claimants rightto have a teardown; its important toprotect the shops right for the teardown,and its important to protect the insur-ance company as it relates to payment,Johnson explained.

Another amendment proposed byJohnson would require an insurance ap-praiser to personally inspect a damagedvehicle within two business days of asupplement request instead of three.Starbard, who suggested that it bechanged to only one day at the Januarymeeting, reiterated his previous position.

If its two, that really typicallymeans three before somebody comesout, he said. Thats three more days ofrental [and] three more days of the carsitting in pieces in the shop. Our prob-lems begin on the supplement and howmuch time it takes to get someone outand get a copy...A lot of times, the carsrolling out the door before weve evenseen a copy, so we dont even knowwhat were getting paid for a vehicle that[was] completed and delivered. Id be infavor of doing all we could to expeditethe supplement process.

Johnson argued that extending thelimit to two days would help insurersproperly respond to a supplement re-quest received later in the business day.

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

ADALB DEBAtES MAJoRREgULAtIoN ChANgES



So you call up the insurance com-pany at 1pm...Does that mean thatsone day and they need to assign some-body by 5pm that night? he asked. Ifigured the one-day [response time]would just cause a lot of argumentsand discussion.

Pare, an insurance industry member,agreed with Johnsons reasoning.

We have schedules that we have tokeep for first inspections and supple-ments, he said. One day sometimesjust isnt enough time... If you call me onMonday at 1pm, I can say, I can proba-bly be there Wednesday by 1pm not aproblem. But to say, Ill be there Tues-day by 1pm, my next day is usuallybooked already [by then]...Its very diffi-cult.

Originally scheduled for April 26, aspecial listening session on these andother proposed amendments has beenrescheduled for May 4 at 9:30am atthe Division of Insurance. The curr-ent pre-amendment incarnation of 212 CMR 2.00 et seq is available at

tinyurl.com/hml8fh9. An overviewand discussion of Johnsons complete listof proposed amendments can be viewedin the video of the February 23 meetingin the Members Only section of theAASP/MA website (aaspma.org).

Later in the meeting, shop ownerAdam Haddad (Accurate Collision,Worcester) notified the Board that one ofhis customers received a letter from aninsurer stating that Accurate Collisionwas found in violation of state regula-tions. Haddad stressed that he was un-aware of any such violation or pendingcomplaint against him. After reviewingthe letter, ADALB Chairman Gilbert Coxconfirmed that there was not a formalcomplaint currently pending againstHaddad and his business.

I fail to see that its something, atthis point, that we want to act on..untilsomebody actually files a complaint, hesaid.

Johnson suggested that although the Board was currently unable to ad-dress the situation, Haddad might be

able to pursue a case for corporatemalfeasance.

Corporate malfeasance is wheresomebody says something to harm yourbusiness, he explained. There havebeen court cases where the person wasactually saying true things and they stillgot found guilty of corporate malfea-sance.

Starbard echoed Haddads concernsover the nature of the letter.

I, as a shop owner, would have ahuge objection to somebody not saying,I allege, [but instead] saying, This is aclear violation, he shared.

The next ADALB meeting is sched-uled for April 19 at the Division of Insur-ance in Boston. More information on theBoard is available at tinyurl.com/hngtb94.

[LOCAL] NEWS

MASSACHUSETTS


Important Notice: The ADALB listening session on proposed amendmentsoriginally scheduled for April 26 has beenrescheduled for May 4 at 9:30am at theDivision of Insurance in Boston.


The Malden location of AASP/MA member businessTodays Collision Repair Center recently participated in theNational Auto Body Councils (NABC) Recycled Rides pro-gram, in which the facility refurbished a salvage 2005Mazda3 Sedan donated by Liberty Mutual Insurance Co.and presented the finished vehicle to Massachusetts FallenHeroes veteran Zachary OGrady of Walpole.

OGrady enlisted in the Marine Corps in 2003 andserved two combat deployments to Iraq. During his seconddeployment, he was next to a car when it exploded (due toa vehicle-borne improvised explosion device), causing sig-nificant injury. He was immediately taken out of Iraq andhonorably discharged from service in 2007.

For over 25 years, weve made giving back to thecommunity part of our corporate culture,offers BobbyCobb, co-owner of Todays Collision and manager of theMalden location. Ive always wanted to incorporate theskills and knowledge of our repair team to help others something we could do as a team. Luckily, we met LindaSulkala of the National Auto Body Council, who has an en-tire program established for refurbishing salvage vehicles.Linda guided us through the entire process, which involvesan extensive paperwork procedure.

Im proud to see the Todays team put the effort in tohelp someone who gave so much to our country, addsAASP/MA Board member Kevin Kyes, co-owner ofTodays and manager of the business Chelsea location.Its an honor for us to provide something special toZachary as a small thank you for all he has done.

Employees at both Todays Collision Repair andTodays Auto Service (also in Malden) worked to repair theMazda with donated parts and services of local companiesMazda Gallery, Superior Tire, Rimpro, Keystone Automo-tive, Axalta, Rainbow Supplies, Enterprise Rent-A-Car andStephens Towing.

The shop also had a guest worker: Rob Ninkovich,New England Patriots #50. Ninkovich, who has taken hisown car to Todays for repairs, donated his time over sev-eral visits to the Malden shop to help complete the body-work.

It was great to be able to help work on this car withBobby and the team at Todays Collision, Ninkovich said.I love cars anyway, so it was an honor to help contribute

[LOCAL] NEWS

NEw ENgLAND PAtRIotS StAR JoINSAASP/MA ShoP IN SUPPoRtINg vEtERAN

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

The Todays team with Rob Ninkovich and Zachary OGrady(photo by 13Photography)


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

Malden Mayor Gary Christenson presided over the Re-cycled Rides event, in which the keys to the refurbishedMazda were formally passed from Liberty Mutual Insur-ance Co. to NABC, Todays Collision, Rob Ninkovich, Mas-sachusetts Fallen Heroes and finally OGrady. This was thefirst Recycled Rides vehicle donated for both Todays Colli-sion Repair Centers and Liberty Mutual Insurance Co.Todays has posted photos of the event on its Facebookpage (facebook.com/todaysCollision).

With locations in Chelsea and Malden, Todays Colli-sion has been repairing all makes and models of importand domestic vehicles since 1989. The crews at both loca-tions pride themselves on delivering superior customerservice, setting them apart from the competition with out-standing customer reviews and recommendations. High-end vehicles such as BMW, Honda, Land Rover, MINICooper, Mercedes-Benz and Porsche leave in flawless condi-tion thanks to Todays certified technicians and state-of-the-artfacilities, technology and equipment. More information on theshops is available at todaysCollision.com.

Since its inception in 2007, the National Auto BodyCouncils trademarked Recycled Rides program has

donated close to 1,000 vehicles to individuals and serviceorganizations in local communities throughout the country.Thanks to the collaboration between insurers, repairers,paint suppliers, parts vendors and your occasional SuperBowl champion, the NABC continues to enhance the livesof thousands who have received vehicles or benefited fromthe services provided by nonprofit organizations that havebeen recipients of Recycled Rides.

Massachusetts Fallen Heroes is a multifaceted organi-zation that memorializes the fallen by creating a permanentpublic tribute and provides advocacy services for local vet-erans and families of those lost serving in the Global Waron Terrorism since 2001. Headquartered in Boston, Massa-chusetts Fallen Heroes was established in 2010 by Bostonfirefighters, local veterans, Gold Star families, police offi-cers and other patriotic citizens. Massachusetts Fallen He-roes is comprised of a group of veterans and Gold Starfamily members who have experienced the hardships ofwar firsthand and understand that its impact does not endwith a service members return home. MassachusettsFallen Heroes also understands the enduring impact onthose families who did not have a loved one come back.More information on the organization is available atmassfallenheroes.org.

If you are a shop that would like to participate in theRecycled Rides Program, please contact Linda Sulkala atthe NABC at [email protected].

Left to right: Kevin Kyes (Todays Collision), Malden Mayor Gary Christenson, Bobby Cobb (Todays Collision), Linda Sulkala (National

Auto Body Council), Mubbin Rabbani (Liberty Mutual Insurance Company), Chris Lessard (Massachusetts Fallen Heroes), Rob

Ninkovich (New England Patriots) and Zachary OGrady (veteran and car recipient) (photo by 13Photography)


A glimpse of the car before the repair Rob Ninkovich of the New England Patriots pitched in to help.

The finished Recycled Ride (photo by Paul Hammersley)

MASSACHUSETTS



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Never let a repaired vehicle leave your facility inunsafe condition.

This was the lesson recently learned by Rick Hen-drick City Chevrolet in Charlotte, NC, who was orderedto pay $438,263.66 in treble damages, legal fees and inter-est for the improper repair of a Land Rover LR3 ownedby Plaintiff Benjamin Ridley. The jury in the case foundthat City Chevrolet represented to Ridley that the auto-mobile was fixed when they knew (or should haveknown) that it was not repaired completely or properly.

An inside look into Ridleys ordeal is available in aneye-opening seven-minute video (available online attinyurl.com/zum9a4o) produced by K&M Collision inHickory, NC, who performed post-repair inspections onthe vehicle.

One of the biggest concerns [Ridley] had is that if heheld his steering wheel straight, the vehicle didnt godown the road straight, explains Michael Bradshaw,K&M Collision operations manager, at the start of thevideo. Ridley adds that he heard obvious metal-on-metal sounds whenever his repaired vehicle went overpotholes or bumps in the road.

Once the Land Rover was at the shop, Bradshaw un-covered major issues with the previous facilitys work.Although Ridley says he was given assurances that hisvehicle did not sustain frame damage in the collision, thevideo reveals tears and re-weld attempts. It is clear bythe video that his Land Rover should have been deemeda total loss.

The front structure of the vehicle had shifted prettysignificantly to the right, notes Bradshaw. Whenyouve got a structure that is not aligned properly orbent, everything changes. The way it crushes in an acci-dent changes, which sets off a chain reaction of eventsthat ultimately affect how the airbags may or may notdeploy. You could have a situation where the airbags deploy too soon; you [could] have a situation where the airbags may deploy too late. The vehicles no longer within the manufacturers guidelines of whats

acceptable, so no one knows how its going to perform inan accident.

In addition to Bradshaw, the Land Rover was post-repair inspected by Belmont, NC-based industry expectBilly Walkowiak (Collision Safety Consultants), who no-ticed considerable problems with the vehicles hood gapsas soon as he set eyes on the job.

On the drivers side, I could literally stick my fin-gers up to the first knuckle up the hood; on the passen-gers side, I couldnt get a fingernail under the hood, hesays. The second thing that struck me was the paintlines. They didnt take the bumper off to paint; theypainted it on the car. If someone is skimping on qualitythat you can walk right up on and see, then you prettymuch know that stuff that is hidden to the general con-sumer is probably going to be worse.

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

The previous shop tried to repair a suspensionpart, he explains. I-CAR and Land Rover both statethat suspension parts cannot be repaired; they must bereplaced.

In Walkowiaks mind, the Rick Hendrick case servesas a reminder that every professional auto body shopowner/manager needs to stay on top of the work leavinghis or her business.

Instead of fighting post-collision repair inspectionsand inspectors, embrace them, he suggests. Ask thoseinspectors what you can do to improve quality control.And when you get a phone call from a post-repair in-spector who tells you that you have a problem, instead ofpuffing your chest out, talk to the guy. In most caseswhen we find a bad repair, we call the shop and tell themwhats going on and give them an opportunity to look atwhat they did wrong.

Closer to home, AASP/MA Secretary Gary Cloutier(Cloots Auto Body, Westfield) is stunned that this dealer-ship body shop would allow work of such questionablequality to return to the road.

DEALER BoDy ShoPLoSES $438K IMPRoPERREPAIR CASE

by Joel Gausten

[NATIONAL] NEWS



New England Automotive Report April 2016 27*Schedule subject to change.

continued on pg. 54

Its not as though its some littlefly-by-night body shop or a smallshop like mine that doesnt have themoney to pay to train new help, hesays. They are a multimillion-dollarfacility, and this is the kind of workthey did? Really?

In order to ensure that his busi-ness doesnt find itself in a similarlegal situation, Cloutier insists on per-forming repairs based on OEM rec-ommendations even if outsideparties sometimes take issue with thischoice.

You get those appraisers whosay, Oh, you dont need to do that,he observes. We had one recentlywho wrote a vehicle for a used quar-ter panel. I said, I dont put usedquarter panels on anybodys car.Youre not paying [me] enoughmoney to do it to begin with, and Ihave to do the job twice. Not only do Ihave to take the quarter panel off thecar thats damaged, but I have to belike a brain surgeon and try to takethe donor quarter panel and separateit without completely destroying itbefore I put it on this car, because youwant to save money. Im not doingit.

As more shops in the Common-wealth work to maintain a reasonableprofit under the current Labor Rate,Cloutier believes that present condi-tions could lead shops to cut corners and put their customers safety andthe reputation of the entire industry atrisk.

There are dishonest shops outthere, he says. Ive said to morethan one appraiser, Look, you knowwho the guys are who are lying toyou. They tell you theyre going toput a quarter on, and the minute youwalk out the door, they start straight-ening it. Im not one of those shops. Ifyou know who those shops are, thenyou watch them like a hawk. If I tell


why I woNt BEBUyINg CAR

INSURANCE FRoMJUSt ANy INSURER

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

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

Perhaps the problems that I had are now commonwithin the industry. Those of you in the collision repairbusiness who deal with insurers on a daily basis may tellme that what I experienced could have occurred with anyinsurance company. Even though I represent many bodyshops and consumers in disputes with carriers, it is (thank-fully) rare that I have to deal with an insurer for my ownclaim. However, when I do have a claim, it gives me insightas to what is currently really happening in the industry.

hERES My StoRyLast month, someone sideswiped my car while it was

parked in the lot of my office building. The operator haddriven off without making it known that he had hit my car.Luckily, there was a contractor doing work next door whosaw what happened and wrote down the other cars platenumber.

I have collision coverage on my car, with a waiver ofdeductible option. This means that I am not responsiblefor payment of my deductible when I make a collisionclaim against my own insurer, if I fit into one of four statu-tory categories:

1) I have a court judgment against someone determined bythe court to have been responsible in tort for my dam-ages i.e., the person negligently, intentionally or reck-lessly caused damage to my car.2) My parked car was hit by someone else which is whathappened to me.3) I was rear-ended.4) I was hit by someone who was convicted of driving underthe influence of alcohol or drugs, driving the wrong way on aone-way street, speeding or of any similar offense.

However, in order for the insurer to waive payment ofmy deductible for all of these categories, the other operatorhas to be another identified person. If I dont know whohit me, I am responsible for my deductible. Since the con-tractor had written down the plate number, I was able tofind the offender, who then admitted what happened andreported the claim to his insurer. As a result, I did not haveto pay my deductible. (I bought the contractor a gift certifi-cate at a local restaurant to thank him.)

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

It all started relatively well. Before bringing my car infor repair, I called the companys claims department. Afterplowing through several phone button options, I got tosomeone who seemed knowledgeable. This person wasable to pull up the claim on their computer screen and ac-knowledged that the insured had admitted liability. Theygave me the name of the adjuster handling the claim andtold me to fax them my appraisal, so that they could set upthe claim for a certain number of days for a rental vehicle.They said they would direct bill the rental company butonly if I agreed to use their preferred rental company.

I had nothing against that company, but I was notpleased that I was being coerced to use them. I couldchoose another rental company, but if I did, then I wouldhave to pay out of pocket and subsequently make a claimfor reimbursement from the insurer. I gave in to the steer-ing and used their choice.

When I got the rental, the company told me that the di-rect billing had not yet been set up, but that it should notbe a problem. Several days into the repair, however, theygave me a call. A different adjuster was giving them prob-lems with the direct billing, claiming it was because I hadnot yet given the insurer a statement as to what happened.




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

I tried calling the adjuster with whom the rental com-pany was dealing. When she did not return my call, I calledagain the next day. When she did not return my second call,I called the adjuster whose name I had been originallygiven. That person looked at the claim, then told me that thiscompany did not allow direct bills on third-party rental claims,and that I had to talk to the person who had not returnedmy calls. I was outraged and asked to speak with a supervi-sor. I was quickly transferred to the other adjusters voice-mail instead. I called back once more and was not able toreach either adjuster. Instead, I spoke to a random third ad-juster, who also told me that the company did not allow direct bills on third-party claims. That person did, however,put me through to a supervisor.

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

direct bill the insurer for my rental. (Of course, the fact thatthe cover sheet was on our law firm letterhead may havehad some effect, too.) Finally, the supervisor begrudginglyagreed to what I had been told originally and approved a di-rect bill.

whAt I LEARNEDBased on my experience, I learned that I could not trust

this insurer to act in anything other than an unfair and de-ceptive manner when settling claims, even for a claim inwhich its insured was clearly liable. Getting the insurer todo what was promised turned out to be a frustrating andtime-consuming task, even for a lawyer who has familiaritywith the way that auto damage claims are handled in Mas-sachusetts. What would have happened with the averageclaimant without such knowledge? It makes you wonder ifthis is just individual to this insurer or if theres somethingbigger going on

MASSACHUSETTS


Attorney James Castleman is a managing member of Paster, Rice &Castleman, LLC in Quincy, MA. He can be reached at

(617) 472-3424 or at [email protected].



There is a lot going on in classrooms across the Common-wealth.

From a growing need for new instructors to a major finan-cial project from industry leaders, the modern landscape of au-tomotive education in Massachusetts is in a state of constantchange. On the positive side, AASP/MA recently stepped upits ongoing support of tomorrows workforce by creating theSkillsUSA National Leadership and Skills Conference Scholar-ship.

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

of overall applicants. An eligible candidate must be a highschool senior or full-time student in an accredited vocational ortechnical school, enrolled in automotive collision repair, sched-uled to attend the SkillsUSA Leadership and Skills Conference,be pursuing a career in collision repair and have a completedapplication with a letter of recommendation from his or her in-structor. Students must provide a certified copy of their com-plete high school scholastic record (Grades 9-12) and alsoprepare and submit a brief essay of 500 words or less tellingthe association about their experience in the collision programat their school and the career path they desire in the industry.Recipients will be awarded the Scholarships at the May 24AASP/MA Statewide Meeting, to be held in the Western Mas-sachusetts area.

According to AASP/MA President Molly Brodeur, the

by Joel Gausten



Scholarship is the result of direct input received from the auto-motive educators who attended last years Vocational Round-table at Assabet Valley Regional Technical High School inMarlboro (AASP/MA Hosts Vocational Grant Ceremony &Roundtable, NEAR May 2015).

We had great participation; there were more than a dozenschools in attendance, she says. The overwhelming responsewe got last year was that schools really felt like they wouldlove to be able to help students who qualify for Nationals, butwho might be underprivileged [or] who might not have accessto funds to be able to get themselves there. They felt as thoughhaving access to some of this money would help them getsome of the most promising students to compete at a higherlevel and hopefully reinforce the interest that they may have inthe trade. It typically falls on the students to have to providethe funds to get themselves to Nationals, so we all agreed onthe Board level that this made sense for this year.

Since becoming president of the association, Brodeur hasregularly traveled to vocational schools throughout the state toget an inside look into which collision repair programs arethriving and which ones could use some help. While she hasbeen introduced to some fantastic, forwarding-thinking scenes,Brodeur has also encountered a numberof cash-strapped educational environ-ments almost forced into having to belive production facilities focusing moreon turning out work to keep the pro-gram alive.

The thing that surprised me themost was how many programs have toalmost fund themselves, she reveals.

In addition to facing monetary malaise, many vocationalschool auto body programs are seeing their instructors reach-ing retirement age with no clear sign of who might replacethem. At the same time, the days of an experienced shopowner or repairer walking into a school and immediatelyteaching students are over. For the past several years, the stateseducation field has been shaped by the Massachusetts Tests forEducator Licensure (MTEL) program, a Department of Educa-tion initiative that tests the communication, literacy and subjectmatter skills of educators seeking Pre-Kindergarten to Grade12 licenses. While this looks great on paper, the unintendedconsequences of the effort are impossible to ignore.

Ive heard stories of vo-tech instructors who have takenthe MTEL multiple times and not been able to pass it; therefore,they cant teach, Brodeur explains. While I fully understand,support and embrace MTEL testing for folks who are teachingacademics at the school, I dont necessarily believe that thislevel of testing is necessary for a trade teacher. Its posing a realroadblock for folks wanting to take that leap into becoming aninstructor.

Brodeur is not alone in her concern.Were losing some good teachers for not being able to

pass these tests, offers Ken Stukonis, auto body instructor atAssabet Valley. Others are so intimidated that theyre notgoing to try that [test].

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

on in the not-too-distant future, Stukonis is fully aware of theobstacles facing those who want to consider the educationalarena as a career. When asked what general skills an entry-level instructor needs to possess, he stressed that modernteachers need to understand that what worked in the industryin the past wont fly in the future.

Kids are smarter than they were 20 years ago, he says.They are book-smarter, computer-smarter and a lot savvier.But the thing is, they didnt build tree houses [growing up];they didnt work on their bikes. They dont have a lot of thecommon sentient skills and just rip things apart; they thinkeverything through before they do it...These kids are going tothrive if you take advantage of that technical knowledge in-stead of thinking theyre just going to go out there and ripapart cars...Ten years ago, if I gave a CCC computer to a kid[for] an estimate, they would have probably thrown it on theground and stomped on it!

After 10 years as a professional auto body instructor (andsix years in that position at Montachusett Regional VocationalTechnical School in Fitchburg), David Lelievre has seen asteady decline in the number of teachers entering his field. Heplaces at least some of the blame for the dilemma on an in-

creased emphasis on academic standardsin selecting new teachers.

Its getting worse because its a lotharder getting your teaching licensenow, he shares. I worked with a guyfor two years who couldnt pass an Eng-lish test, so he wasnt re-hired the thirdyear. We hired him, and he was given a

waiver to give him a couple years to pass the test, but he had ahard time doing that. To me, that was a real shame, because itshard finding people who have the temperament to work withstudents and the skills in the trade.

While Lelievre stresses that he understands and appreci-ates the goals of the current academic testing (and was alreadyin the school system before the current test structure was estab-lished), he feels that it could present roadblocks for auto bodyindustry pros who are long on experience but short on booklearning.

Any industry thats a hard trade like this requires a differ-ent skill set, he says. You dont necessarily have to be an Eng-lish major to teach this. I went right from high school to theindustry, and thats where I stayed for 15 years. To have to goback to college and take a written test is difficult for a lot ofpeople. You cant get your teachers license until you haveseven years experience and now you have to go to college.We have a lot of the same criteria that some of the academicteachers have.

Additionally, he sees I-CAR as a better barometer thanASE in determining an auto body instructors skills on theshop floor.

The mandatory ASE certification is auto mechanics-based; I-CAR training would be much more relevant to ourtrade, he argues. I have never needed ASE certifications inthe collision side of repairing vehicles until I started teaching.

One area of expertise that Lelievre believes that every-one entering the field should have is handling the variouspersonalities sitting behind the desks or standing over the

The days of an experienced shopowner or repairer walking into aschool and immediately teaching

students are over.



training vehicles.We have the straight-A students, and we also have the

kids with severe learning disabilities all in the same class-room, he says. Its not like on the academic side, where thestudents are separated.

This was exactly the kind of challenge that Mike Forhan,Lelievres fellow instructor at Monty Tech, geared himself upfor when he started teaching at the school 18 months ago. At33, he represents the next wave of educators who will be driv-ing the industry forward in the years to come. In his mind,finding success as an instructor comes down to recognizingeach students unique talents and needs.

I think you need to identify each student and his or hercapabilities up front and try to determine what that personsmechanical aptitude is right away, he offers. If you can dothat, it will help you teach them going forward. However, ifyou try to teach every student with a blanket class and try tothrow everything at them at once, a good third of what youresaying will fall on deaf ears.

Like some other instructors already in the field, Forhan isconcerned that current licensing criteria could drive away edu-cators with the social skills needed to work with and inspire anever-evolving student base.

There is a lot of testing thats involved, he says. Itproves to be a hurdle for even some of the most skilled techni-cians.

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

efforts to encouraging new instructors to pursue lasting andmeaningful careers.

I get phone calls on a regular basis from people, whetherit be [for] auto collision or another program, who say, I havesome interest in becoming a teacher. How do I get there? heexplains. Well, come and meet with me. Ill sit down, have aconversation with you and take you to the Department of Edu-cations website and guide you through the steps that go alongwith it. I think that nurturing piece is critical for individualswho are thinking, Gee, I always wished I could do this, but Idont know how to get there.

You have to feel supported in these types of jobs, addsStukonis. When you feel supported, youll be fine. Its the bestjob in the world.

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

As Brodeur says, If you dont have instructors, you donthave a program.

The deadline to apply for the SkillsUSA National Leader-ship and Skills Conference Scholarship is April 18; completerules and an application form are available by contactingAASP/MA at (617) 574-0741. More information on the Massachu-setts Tests for Educator Licensure (MTEL) program is available atdoe.mass.edu/mtel. Ken Stukonis asks anyone interested in a possi-ble career as an educator at Assabet Valley Regional Technical HighSchool to contact him at [email protected] or (508) 485-9430ext. 2828.

MASSACHUSETTS



If aluminum-intensive vehicles have been in yourshop, you might already know about galvanic corrosion.

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

Galvanic corrosion is when one metal corrodes another. It hap-pens when two dissimilar metals interact through a conductor (usu-

ally water or salt). In a shop that deals with a variety of metals, one ofthe most common occurrences of galvanic corrosion is when steel dust

comes in contact with aluminum, which can slowly cause the body of the caryoure trying to fix to produce a white powdery substance, bubble the paint and

deteriorate the aluminum.

Even if you have dedicated tools for aluminum and steel (which you should), this cross-contamination can happen in a number of different places at your business. One Massachusetts

shop owner recalls an issue in his facility.

We did the repairs on the car in the aluminum bay and had to take it into the paint booth, which we have located near where we do steel repairs, he explains. We covered the car in the designated

aluminum area, moved it through the shop and only uncovered it when it was in the paint booth, which wehad cleaned thoroughly beforehand. A couple of weeks later, I got a call from the customer saying that the

paint on her drivers side door was starting to bubble. We had gotten cross-contaminated in the paint boothand sealed the steel dust under the paint.

People dont realize how often galvanic corrosion occurs, says Hutchins Manufacturing National Sales ManagerGlen Bresnahan. Its an increasing problem that shops need to head off at the pass. In 2012, the Federal Highway

Administration released [a report] that the transportation industry spent approximately $50 billion repairing damageby corrosion. That was four years ago; as far as Ive seen, that number probably hasnt gotten any smaller.

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

Be vigilant in keeping tools for aluminum and steel separate. Use a barrier protector such as a synthetic fastener, nylon washers, polyethylene tape or a liquid barrier. Protect areas with connecting dissimilar metals with coatings, such as a zinc-rich primer.

Galvanic corrosion isnt the only type of corrosion that shops need to look out for on aluminum, reminds KaiserAluminum Engineering and Technology Vice President Doug Richman. Theres also crevice corrosion, which occurs with similar metals like aluminum on aluminum, and filiform corrosion, which happens with damagedcoating. A lot of the time, other types of corrosion end up misclassified as galvanic. But regardless of the type ofcorrosion, people need to recognize that most kinds of aluminum alloy metals are relatively resistant. Youre not going to a see a rotted-through hole in aluminum. If the proper practices are in place, there shouldnt be a problem.

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

by Jacquelyn Bauman

gALvANICCoRRoSIoN:WhAT YoU NEEd To KNoW

[TECH] CORNER

42 April 2016 New England Automotive ReportMASSACHUSETTS




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At 71 years old, most people in the industry are looking towards retirement. Yet for Manny DeMiranda of DiscountAuto in Wareham, there arent any signs of slowing down.With over five decades of experience under his belt, DeMi-randa can still be seen rolling around the shop getting dirtyand we do mean rolling.

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

It goes 17 miles per hour, he says. I ride it every day.And DeMiranda riding a motorized uni-wheel scooter

around the shop is not the only thing that sets Discount Autoapart from other businesses.

We have an 8,000-square-foot facility and were all lev-eled up, he states. We have three frame machines, a spraybooth and a brand-new booth going in soon that gets to 162degrees. You can bake the car, let it cool for 30 minutes andthen start buffing. Its great.

This readiness with regard to equipment is especiallyimportant for Discount Auto, as DeMiranda notes thatthere is no shortage of work for his shop. However, he doespoint out that despite the amount of jobs coming into hisbays, saving money has been one of the biggest challenges.Between one of the lowest Labor Rates in the countryplaguing the Commonwealth and the constant need toevolve and stay at the forefront of the industry, DeMiranda

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

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

Recently, DeMiranda decided to join AASP/MA in orderto help out the state of the automotive industry in Massachu-setts.

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

While he never thought much about the concept of fight-ing for the automotive repair industry through the legal sys-tem before joining the association, it has now become one ofthe points that he most appreciates.

Something has to be done to better our field, he ex-presses. Were all having the same problems out here its nota coincidence or a fluke. Theres a system in place that keeps usdown, and it needs to be dismantled. I really like thatAASP/MA is bringing legislation on our behalf to legislators.It seems to me to be the best way to get anything done.

DISCOUNT AUTO

MASSACHUSETTS


by Jacquelyn Bauman

[MEMBER SHOP] SPOTLIGHT



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

2016 MEMBERSHIP APPLICATION

*** PLEASE tyPE oR PRINt LEgIBLy ***

12 Post office Square, 6th Floor Boston, MA 02109Phone: (617) 574-0741 | Fax: (617) 695-0173|[email protected]

Primary Contact Name: ________________________________________________________________________________________________

Business Name: ______________________________________________________________________________________________________

Street Address ________________________________________________________________________________________________________

Mailing Address ______________________________________________________________________________________________________

Phone Number ( )____________________________________ Fax Number ( ) __________________________________________

E-mail Address ________________________________________ Web Site Address ____________________________________________

Street City State Zip

Street City State Zip

As required by the U.S. Tax Code, AASP of Massachusetts, Inc. informs its members that 75% of the dues paid to the associationare tax deductible. The remaining 25% is allocated to legislative activities and is not tax deductible.

MASSACHUSETTS


(3#s on back for Visa, 4 on front for AMEX)

MEMBERSHIP TYPE (check one)

Collision Repair ShopMechanical Repair ShopBoth, Collision & Mechanical Repair ShopsVendorRS Number (if applicable) ________________________________

AASP/MA CHAPTER (check one)MidStateSoutheasternNortheasternWestern

ADDITIONAL CONTACT FOR NEWSLETTERS AND LEGISLATIVE UPDATES

Name: ____________________________________________________Email: ____________________________________________________Name: ____________________________________________________Email: ____________________________________________________Name: ____________________________________________________Email: ____________________________________________________Name: ____________________________________________________Email: ____________________________________________________

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ANNUAL MEMBERSHIP DUES (The AASP membership year is from January 1 to December 31, 2016)

$40/month $115/quarter $425/year - BESt vALUE!Monthly & Quarterly Dues are Automatic Credit Card Transactions ONLY*

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PLEASE CoMPLEtE thIS MEMBERShIP APPLICAtIoN AND REtURN It wIth PAyMENt to AASP-MA oFFICE.

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continued from pg. 27

you Im going to do something, Imgoing to do something but I expectto be paid for it, too.

When its been done blatantly torip off the customer, then I have nomercy for that shop whatsoever, headds. Thats the kind of shop thatgive us all a black eye.

Not surprisingly, Bradshaw be-lieves that vehicle owners should gointo any repair with their eyes open.

As he says in the video, I thinkall consumers should have every ve-hicle post-repair inspected after anytype of major repairs.

MASSACHUSETTS


[NATIONAL] NEWS


new england automotive report april 2016

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