Association Membership Raises the Bar and Helps Shops Clear the Hurdles
Published in New Jersey Automotive – Thomas Greco Publishing
OEM procedures – jump! ADAS – jump! EVs – jump! Insurer estimates – jump (and try not to fall)!
Change is the only constant in the ever-evolving auto body industry, and it seems like clearing one hurdle only brings you closer to the next one on the path. As you spring over each one, the likelihood of stumbling and falling may seem like an inevitability, but shops determined to go the distance recognize the best way to overcome those obstacles is to “pole vault” over the barriers keeping them from moving forward. Association membership provides collision professionals with the right equipment to make the leap into the future.
The highest hurdle currently creating challenges for many shops is advancing technology in its many forms. ADAS, EVs, hybrids and keeping pace with constantly-changing OEM procedures must be carefully navigated.
“Repairing modern cars is no longer just about making them ‘look’ good – they’re complex machines packed with ADAS, sensors and advanced materials,” AASP/NJ President Ken Miller (821 Collision; North Haledon) points out.
Board member Brad Crawford (Livingston Collision; Livingston) believes “the most significant shift comes from the rapid evolution of vehicle technology, especially ADAS and increasingly complex OEM procedures. Staying current requires a constant investment in equipment, software, training and, most critically, time. Just researching the correct repair plan and procedures for one modern vehicle can take hours.”
Dave Gruskos (Reliable Automotive Equipment) agrees that the biggest changes shops tackle are related to changing technology, specifically as it relates to changes around EVs and safe repair procedures. “These vehicles are constructed of mixed materials through gigacasting, which requires rivet bonding and the use of OEM parts which are often restricted.”
While racing forward and gaining momentum to clear the technological hurdles, many shops face further impediments as insurance companies unfairly interfere with their desired outcomes!
“Vehicles have changed, and those changes are not being acknowledged by the insurance industry,” laments AASP/NJ Executive Director Charles Bryant. “Most, if not all, modern vehicles now have components that must be recalibrated after being involved in a collision, even a minor collision. Insurance companies can no longer play, ‘let’s make a deal’ with the collision shops! Modern vehicles now require modern repair procedures and modern equipment to repair these vehicles safely and properly. Insurance companies MUST acknowledge that and pay a fair and reasonable rate for the work performed to cover the cost of the equipment, training and parts necessary to accomplish this. PERIOD!”
“While the vehicles have evolved, the reimbursement models and many shop practices haven’t kept pace,” Miller shares. “That disconnect is dangerous. It forces shops to either eat unreimbursed costs or compromise on repairs. Sadly, too many choose the latter.”
Crawford notes that the pandemic exasperated these issues, altering the claims process and creating additional complications for shops. “Carriers have largely replaced in-person adjusters with virtual platforms and AI-driven audits. While efficient for them, it’s made advocacy for proper repairs far more difficult. What used to be resolved with a respectful conversation is now filtered through automated systems, adding friction and removing the human element.”
Pam Marrazzo (Navesink Auto Body; Atlantic Highlands) agrees: “Insurance adjusters don’t come out to the shop anymore. They merely want us to send photos and videos, and then no one wants to help with the supplement. Doing video supplements takes significantly more time than it took when adjusters did it in person, yet we don’t get compensated for this time-consuming process.”
Marrazzo has also experienced difficulty trying to obtain parts. “We still see a lot of parts on back order; meanwhile, insurers are dictating where they want us to order parts from, and if I choose a local supplier that costs more, I have to eat the difference. They want to save a couple hundred dollars, but doing that requires spending hours on calls with different vendors, and they don’t want to pay for that time.”
In addition to the “external pressure from insurers to suppress repair costs,” Miller worries about “internal complacency within our own industry. There is a serious lack of education among collision repairers about OEM procedures – and worse, a growing trend of intentional ignorance, driven by the desire to stay ‘competitive’ with insurer pricing. Shops cut corners, skip calibrations and ignore critical steps to remain in favor with carriers. The result? Unsafe vehicles returned to unsuspecting consumers. That’s not just bad business – it’s a public safety crisis.”
“The biggest challenge today is the loss of common sense in the repair and claims process,” Crawford adds. “The relationships between shops, claimants (first or third party) and carriers have become so fractured that collaboration and practical problem-solving are rare. Shops trying to follow OEM repair procedures are routinely met with resistance, masked as concerns over ‘prevailing rates’ or ‘market competitiveness’ – terms that only serve carriers’ interests, not client safety. The growing disconnect and lack of open dialogue have made it harder to advocate for any consumer’s safe and proper repair.”
Another barrier many shops face relates to “how to get a skilled labor base back in place,” according to Gruskos, who insists, “It’s up to everyone to participate in rebuilding our labor base. Current personnel are aging out, and the pipeline of new talent is sparse. Investing in education is key.”
Although these hurdles may seem insurmountable, belonging to – and actively participating in – trade associations offers a headstart in clearing the obstacles in one’s path!
“AASP/NJ has helped fill these gaps by ensuring we remain connected, informed and supported when navigating these new barriers,” Crawford praises. “The association is working to restore those lost conversations and remind all parties what matters most: the safety and rights of the vehicle owner.”
Crawford first became involved several years ago after attending an estimating seminar hosted by the association. “Like many shop owners, I was frustrated by carrier interference, under-reimbursement and overall lack of transparency or accountability. AASP/NJ offered more than a place to vent; it provided a way to get involved, help others and advocate for meaningful change. Everything the association does is rooted in one goal: improving member businesses, so we can better serve our real clients – the vehicle owners – by ensuring they receive the safe, proper repairs they’re entitled to, free from the influence of cost-cutting.”
Similarly, Miller joined the association shortly after opening his shop in 2017 and attending training events and Board meetings inspired him to get more involved. “I became interested in the association’s mission. AASP/NJ gave me a way to push back, speak up and work alongside others who believe in doing the job right. It gives us resources, support and a strategic advantage. Whether it’s legal insight, compliance, insurer tactics or repair education, the association keeps us informed and prepared. And just as important, it connects us with a network of professionals who won’t settle for shortcuts.”
Marrazzo learned about AASP/NJ shortly after beginning to work in the industry; her employer was a member, and when they were having an issue with an insurer payment, he advised her to call Bryant for assistance. “Charlie gave me the information I needed to convince the insurance company to pay our invoice,” she recalls. “It’s incredibly valuable to have that support, so as soon as my partner and I opened our shop, we joined the association. Insurance carriers constantly try to take advantage of shops, but AASP/NJ arms us with the paperwork and verbiage we need to collect what we’re owed. It’s so hard to run a shop and fight against all these problems that arise, and I really appreciate knowing that the association has our back; they’re often fighting the battle before we even know it’s begun!”
Decades ago, Bryant “joined AASP/NJ to help with the efforts that they make to work hard every day and to work together with my fellow associates to have the voice of our members heard,” and he’s proud that those efforts have yielded results. “AASP/NJ’s name is now recognized by members of numerous state agencies. The efforts of the AASP/NJ are endless, and we are relentless when trying to get an issue addressed that is likely to harm the members of the automotive industry.”
Likewise, Gruskos has been involved with the association for many years. In fact, he first got involved in 1981 with the Central Jersey Body Association because “it was an opportunity to learn from industry peers,” and he recognized that strength in numbers could translate to success for body shops in the Garden State. “Being involved with AASP/NJ provides industry leaders with a platform to share our message to better the industry, plus it gives us a pulse on what’s going on locally and nationally in this field. Having a venue to exchange ideas with fellow business people and shop owners is vital; we’re all one big family, and when we make it better for all of us, it helps us personally too. Our successes are truly tied to one another’s successes.”
“Being part of AASP/NJ gives us access to up-to-date training, legal resources and a network of peers facing the same challenges,” Crawford contributes. “Whether it’s a complex calibration or a questionable insurance tactic, we’re not alone in figuring it out. That support helps us stay ahead and focus on doing the job right. Ultimately, our responsibility is to restore vehicles properly, not just patch them up to fit inside an insurer’s budget. AASP/NJ raises the bar across the board by advocating higher standards, supporting legislative reforms, and offering a myriad of resources that helps shops operate more efficiently and effectively. The better our businesses run, the better we can serve our clients, and that’s what drives everything we do.”
Miller offers a similar perspective. “We fight for higher standards across the board – through training, advocacy and accountability. AASP/NJ challenges insurer abuses, equips shops with the knowledge to defend proper repairs and helps educate consumers. We’re here to raise the floor – not just support the few already doing it right.”
Legislative advocacy is one of the many ways that association works to increase standards for shops through New Jersey. “AASP/NJ is working with legislators to modernize outdated laws in addition to adding regulations to protect consumers from aggressive insurer initiatives,” Miller explains. “We are invested in making sure lawmakers understand the industry’s issues, both from the shops’ perspective and from the customers’ perspective.”
“AASP/NJ is one of the only voices consistently representing repairers and, by extension, consumers in Trenton,” Crawford points out. “From fighting unlawful steering to pushing for fair reimbursement and transparency laws, they’re on the front lines everyday trying to shape fair policy. They ensure that small and mid-sized shops aren’t drowned out by insurance lobbyists and that the customer’s right to proper repairs remains protected.”
Bryant provides additional details on the association’s legislative activity. “AASP/NJ has provided testimony in support for legislation that we felt would be beneficial to our members and our industry, and we’ve also fought to prevent legislation that we felt would harm the members of the industry – and even killed legislation before it got off the ground. We constantly look for new legislation and analyze what possible effect it might have on the industry and then act accordingly. When necessary, we will do what is necessary to prevent what we perceive as bad legislation and support what we perceive as good or helpful legislation!”
On a more personal level, the association offers a plethora of positive results as well.
“Belonging to our local association has allowed me to extend my family in many ways,” Gruskos says. “A lot of these shops have become like family to me, and we are involved with the good times (christenings and weddings) as well as the bad (funerals). It’s been an amazing journey and a blessing to be part of it.”
The relationships that are built through the association plays a huge role in Bryant’s positive feelings about AASP/NJ too. “There is no better feeling than the comradery that one feels when everyone comes together to address an issue that is likely to have a serious effect on the members of the industry if not dealt with in a positive and effective way.”
Crawford also lists “relationships – hands down” as the biggest personal benefit to association membership, adding “Having access to people who’ve been where you are, or who are a step ahead, is invaluable. Whether it’s technical advice, business guidance or legal insight, that network has helped me navigate more than a few tough situations.”
AASP/NJ’s educational offerings also provide an opportunity for shops to clear those hurdles, according to Marrazzo. “The knowledge they’ve given me is invaluable. Meeting topics change all the time, so we’re always learning something new. The more you know, the more you grow!”
Miller identifies the benefits for him personally: “A larger voice. A platform. And the power to protect what matters – our customers, our reputation and our industry. There’s nothing more valuable than being part of something that drives real change.”
“At the end of the day, it’s about safely repairing vehicles because people’s lives depend on that repair, and the number one objective is to properly repair those vehicles to pre-accident condition,” Gruskos stresses.
“Consumers trust us to restore their vehicles and protect their safety,” Miller concurs. “That trust is being eroded – by insurer cost controls and by repairers willing to look the other way. AASP/NJ is here to defend the integrity of our work and the future of our industry. But we can’t do it alone. Now is the time to stand together. Stop waiting for things to change on their own – they won’t. If you’re tired of underpayment, insurer interference and the erosion of repair standards, join us. Even small involvement adds weight to our collective voice. Every shop that cares about doing the job right belongs in this fight!”
Crawford would also love to see more shops get involved with AASP/NJ. “If you’re tired of how things are and want to be part of the solution, join. Show up. Engage. AASP/NJ only works when members participate. The more involved you are, the more you and your customers will benefit. It’s about improving your business so you can deliver better results to the people who trust you with their vehicles.”
“Come to meetings, join the Board of Directors, support good legislation when presented and push back against bad legislation when presented, speak up when important issues arise, and share what you have learned from the association,” Bryant encourages. “Don’t just sit back and depend on others to be there to support or push back on issues that directly affect the industry. Do your part!”
Marrazzo insists that attending meetings and training events is well worth the time. “Even if you learn a little, it’s worth it. It’s also nice to interact with other owners and technicians who are going through the same things. If more shops join, we can stand together from an even stronger position to really make the changes we need to see!”
“Success is contagious,” Gruskos preaches. “If you’re with successful people, exchanging ideas and learning from them, you’ll become better at what you do and ultimately run a much better business. Belonging to the association grants you access to so much invaluable knowledge…why wouldn’t you want to have that at your fingertips?”
“This business can feel isolating, especially when you’re doing things the right way and running into resistance at every turn,” Crawford acknowledges. “AASP/NJ reminds us that we’re not alone and that collective action does make a difference. If we want to keep repairing cars safely and ethically while preserving our ability to run sustainable businesses, involvement in the association isn’t optional – it’s essential.”
