New Hampshire DRIVE VOL. 6 | NO. 01 A MESSAGE FROM THE PRESIDENT HERE’S TO A REMARKABLE 2024 NHADA’S HIGH PRIORITY BILLS THE 2024 LEGISLATIVE SESSION
Enjoy your association news anytime, anywhere. Scan the QR code to visit our online publication to stay up to date on the latest association news, share articles and read past issues. drive-nh.thenewslinkgroup.org SALES - ACQUISITIONS - EVALUATIONS In 2023 Nancy Phillips Associates SOLD 50% of the Brokered Dealerships in Greater New England. Thinking about buying, selling or determining the value of your dealership? Nancy Phillips President np@nancyphillips.com Carrie Phillips Forbes VP of Dealer Services carrie@nancyphillips.com Nancy Phillips Associates can help you determine the best course of action and guide you to success. **As reported in Automotive News 603-658-0004 2
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New Hampshire VOL. 6 • NO. 01 PRESIDENT Dan Bennett, REM, IOM, CAE NHADA OFFICERS Marshall Jespersen, Chairman Jim Boyle, Vice Chairman Jeff Platek, Treasurer Shawn Hanlon, Secretary NHADA DIRECTORS John Sawyer, Jr., Immediate Past Chair MaryBeth Alosa, Heavy Duty Truck Vanessa Delegas, Franchised Tim Foss, Franchised Jason LaCroix, Franchised Mike Phillips, Independent Used Car Ron Poirier, Independent Repair/Service David Hammer, NADA Director George Mullin, Franchised/Independent Jessica Trask, Franchised Roger Groux, Advisory Director Mike Petell, Franchised/Motorcycle ©2024 New Hampshire Automobile Dealers Association (NHADA) | The newsLINK Group, LLC. All rights reserved. Drive New Hampshire is published six times each year by The newsLINK Group, LLC for the NHADA and is the official publication for this association. The information contained in this publication is intended to provide general information for review, consideration and education. The contents do not constitute legal advice and should not be relied on as such. If you need legal advice or assistance, it is strongly recommended that you contact an attorney as to your circumstances. The statements and opinions expressed in this publication are those of the individual authors and do not necessarily represent the views of the NHADA, its board of directors, or the publisher. Likewise, the appearance of advertisements within this publication does not constitute an endorsement or recommendation of any product or service advertised. Drive New Hampshire is a collective work, and as such, some articles are submitted by authors who are independent of NHADA. While Drive New Hampshire encourages a first-print policy, in cases where this is not possible, every effort has been made to comply with any known reprint guidelines or restrictions. Content may not be reproduced or reprinted without prior written permission. For further information, please contact the publisher at 855.747.4003. 5 A Message From the President Here’s to a Remarkable 2024 By Dan Bennett, REM, IOM, CAE, NHADA President 6 NHADA’s High Priority Bills The 2024 Legislative Session 8 A Message From the Chair Making a Difference By Marshall Jespersen, NHADA Chairman 9 Driving New Hampshire’s Economy 10 NADA Show 2024 Bringing the Industry Together By David Hammer, NADA Director 11 Save the Dates Unveiling a Year of Can’t-Miss Events! 12 WCT Board Reduces WC Rates For the 8th Time in 9 Years By Peter Sheffer, V.P., Director of Insurances 13 Tips for Compliance With the FTC Used Car Rule in New Hampshire – The Buyers Guide By Hilary Holmes Rheaume, Bernstein Shur 16 Doors Are Officially Closed Carbon Monoxide Issues in Member Service Departments By Brian Duplessis, Loss Prevention Supervisor 18 A Guide to Simplifying Your Care Journey Harvard Pilgrim’s New Behavioral Health Service Navigation Program By Lori Preve, Licensed Insurance Producer 20 Supporting Tomorrow’s Workforce Industry and Education Collaboration Makes an Impact By Adam Memmolo, NHADA Workforce Development Coordinator 22 LotDrop Apparel: The Spring Collection 24 By the Numbers 25 NHADA New Members 25 Save the Date NHADA Business Conference and Partner Expo 26 Thank You, 2024 NHADA Partners! CONTENTS 4
This year, NHADA is filled with a sense of optimism and excitement for what lies ahead. We offer our heartfelt wishes to each of you for a successful and productive 2024. Looking ahead, we have much to anticipate. Our industry is on the cusp of transformative changes, and with your help, our association is poised to play a pivotal role A MESSAGE FROM THE PRESIDENT HERE’S TO A REMARKABLE 2024 BY DAN BENNETT, REM, IOM, CAE NHADA PRESIDENT in shaping this future. During this legislative session, it’s crucial that we come together, show resilience and amplify our collective voices to drive forward meaningful change in policies, ultimately benefiting our industry. See NHADA’s 2024 Legislative Priorities on the next page. As we progress through the year, remember to use us as a resource for any challenge you face. May this year bring you professional growth, personal fulfillment and continued success. NHADA cannot be as strong and effective as we are without you. We appreciate each and every one of you. Here’s to a remarkable 2024. 5
NHADA’S HIGH PRIORITY BILLS BILL SPONSORS TITLE AND LAST ACTION NHADA POSITION HB 1031 Rep. Mannion, Tom Rep. Phillips, Emily Rep. Read, Ellen Rep. Santonastaso, Matthew Title: relative to motor vehicle certificate of title exemptions. Analysis: This bill exempts motor vehicles older than 10 years from the title requirement. Oppose HB 1032 Rep. Mannion, Tom Rep. Phillips, Emily Rep. Read, Ellen Rep. Santonastaso, Matthew Title: relative to certificate of title exemptions for vehicles 20 or more years old. Analysis: This bill exempts vehicles 20 or more years old from having a certificate of title. Oppose HB 1044 Rep. Post, Lisa Title: relative to the non-mandatory issuance of certificates of title for certain vehicles. Analysis: This bill allows for the non-mandatory issuance of certificates of title for certain vehicles. Oppose HB 1122 Rep. Walsh, Thomas Title: relative to lights on motor vehicles. Analysis: This bill regulates the use of front lights and headlamps on certain motor vehicles and lighted signs on vehicles of service providers. Support HB 1243 Rep. Hunt, John Title: revising the laws relative to retail installment sales of motor vehicles. Analysis: This bill revises the law on retail installment sales of motor vehicles administered by the banking department. Support with Friendly Amendment HB 1259 Rep. Hunt, John Title: relative to property and casualty insurance laws administered by the insurance department. Analysis: This bill clarifies the distinction between personal and commercial lines in homeowners policies; permits the use electronic communication for auditable basis policies; and requires the insurer to state the specific reason for cancellation or refusal to renew a policy. Monitor HB 1275 Rep. Kofalt, Jim Rep. Moffett, Michael Rep. Smith, Steven Rep. Spillane, James Rep. Summers, James Rep. Ulery, Jordan Rep. Wallace, Scott Title: relative to requiring notice to consumers of vehicles that require repair solely through a dealership and contain proprietary information. Analysis: This bill requires notice to the consumer if their automobile can only be repaired at the dealership. Oppose HB 1391 Rep. Bogert, Steven Rep. Coker, Matthew Rep. Gorski, Ted Rep. Rombeau, Catherine Rep. Spillane, James Rep. St. Clair, Charlie Rep. Veilleux, Daniel Sen. Lang, Timothy Sen. Ricciardi, Denise Sen. Ward, Ruth Sen. Watters, David Title: allowing new vehicles purchased in the model year or before to be inspected in the second year after purchase. Analysis: This bill allows new vehicles purchased in the model year or before to be inspected in the second year after purchase. Oppose 6
BILL SPONSORS TITLE AND LAST ACTION NHADA POSITION HB 1464 Rep. Aures, Cyril Rep. Cloutier, John Rep. Dunn, Ron Rep. Filiault, Shaun Rep. Janigian, John Rep. Kuttab, Katelyn Rep. McConkey, Mark Rep. Osborne, Jason Rep. Soti, Julius Rep. Sullivan, Jared Title: establishing a committee to study revenue alternatives to the road toll, road toll registration charges and revenue alternatives to vehicle registration fees, including electric vehicle registration fees. Analysis: This bill establishes a committee to study revenue alternatives to the road toll, road toll registration charges and revenue alternatives to vehicle registration fees, including electric vehicle registration fees. Support HB 1472 Rep. McWilliams, Rebecca Title: relative to rebates of energy efficiency funds for electric vehicles. Analysis: This bill dedicates $3,000,000 from proceeds from the energy efficiency fund to be used by the Department of Energy to develop a pilot program for a “cash on the hood” program for point-of-sale electric vehicle rebates to buyers. Support HB 1510 Rep. McWilliams, Rebecca Title: establishing a commission to identify barriers to and solutions for electric vehicle sales and use. Analysis: This bill establishes a commission to identify barriers to and solutions for electric vehicle sales and use. Support HB 1637 Rep. Belcher, Mike Rep. Cushman, Leah Rep. Granger, Michael Rep. Mannion, Tom Rep. Mazur, Lisa Rep. Osborne, Jason Rep. Reid, Karen Rep. Smith, Jonathan Title: relative to reducing requirements for vehicle inspections. Analysis: This bill reduces requirements for vehicle inspection. Oppose SB 441 Sen. D’Allesandro, Lou Sen. Fenton, Donovan Sen. Gendreau, Carrie Sen. Watters, David Title: relative to establishing an advisory group to examine potential funding sources for career and technical education (CTE) construction and renovation. Analysis: This bill creates an advisory group to study current and possible funding sources for career and technical education (CTE) construction and renovation. Support SB 510 Rep. Walsh, Thomas Sen. D’Allesandro, Lou Sen. Fenton, Donovan Sen. Innis, Daniel Sen. Prentiss, Suzanne Sen. Ricciardi, Denise Sen. Rosenwald, Lucinda Sen. Soucy, Donna Sen. Ward, Ruth Sen. Watters, David Title: relative to sale of a vehicle to a Massachusetts resident. Analysis: This bill eliminates the requirement that a retail motor vehicle dealer submit a form notifying the New Hampshire Department of Motor Vehicles of a sale of a vehicle to a Massachusetts resident. Support SB 515 Rep. Moffett, Michael Sen. Innis, Daniel Sen. Lang, Timothy Sen. Pearl, Howard Title: relative to consumer guarantee contracts. Analysis: This bill revises requirements for consumer guarantee contracts. Support with Friendly Amendment HB 1562 Rep. Coker, Matthew Rep. Crawford, Karel Rep. Darby, William Rep. Rung, Rosemarie Rep. Wolf, Dan Sen. Watters, David Title: relative to personal watercraft. Analysis: This bill removes the term “ski craft” from laws on navigation of state waters and defines such craft as personal watercraft. Oppose The 2024 Legislative Session 7
MAKING A DIFFERENCE BY MARSHALL JESPERSEN NHADA CHAIRMAN A MESSAGE FROM THE CHAIR NHADA members and other motor vehicle businesses in New Hampshire are key contributors to our vibrant community. The “Driving New Hampshire’s Economy” study, found on the next page, showcases data for the new car sector of our membership, only a fraction of our entire community. In addition to contributing significantly to the state’s workforce, motor vehicle businesses engage actively in philanthropic efforts. Their annual charitable contributions reflect a solid commitment to community development and social welfare. This dual role of providing substantial employment and supporting local communities underlines the pivotal role of our industry in sustaining and enriching New Hampshire’s economic and social fabric. To better paint this picture as a whole, NHADA will be hosting a survey to our entire membership with questions regarding taxes, employment, sales, payroll and charitable giving. Please watch for this survey at the beginning of the year; your participation is paramount! Please be aware that the information you submit will not be linked to you or your organization in any way. This information is important, and who it came from is anonymous. Wishing you a successful and productive year in business. 8
Source: Center for Automotive Research, NADA, S&P Global, Taxfoundation.org, U.S. Bureau of Labor Statistics, U.S. Census Bureau $663M $8B 0.7% Includes income taxes paid for direct, indirect and induced jobs. PAYROLL TOTAL SALES (all dealerships) REGISTRATIONS STATE SALES TAX PAID NATIONAL AUTOMOBILE DEALERS ASSOCIATION NADA Industry Analysis | 8484 Westpark Drive, Suite 500, Tysons, VA 22102 | 800.557.6232 | economics@nada.org NADA Legislative Affairs | 412 First St. SE | Washington, DC 20003 | 800.563.5500 | legislative@nada.org 131 DEALERSHIPS (new car) 10,812 TOTAL JOBS (created by dealerships) Includes 6,319 direct jobs and 4,493 indirect and induced jobs. 48 EMPLOYEES (average per dealership) Driving New Hampshire’s Economy Annual Contribution of New Hampshire’s New-Car Dealers Numbers reflect annual economic activity during 2022. $104,832 Average Annual Earnings $133M State and Federal Income Taxes Paid New Hampshire’s Share of Total U.S. New-Vehicle Registrations $0
Luck is always in the air at the NADA Show, and this year was no different as tens of thousands of automotive retail professionals came together in Las Vegas for the newly revamped NADA Show 2024 and the concurrent ATD (American Truck Dealers) Show 2024. The NADA Show brings an entire industry together for the world’s largest automotive retail conference and expo. Thousands of dealers, managers, OEM execs, allied industry and international guests connect with their peers and learn about the latest industry innovations. Over the course of four days, attendees found 500-plus exhibitors, more than 100 workshops and education sessions, dealer franchise meetings and an impressive list of keynote speakers. WHAT ELSE? Women Driving Auto Retail 2024 NADA’s ever-popular annual Women Driving Auto Retail (WDAR) event got a serious glow-up this year. The now all-day program took place at Wynn Las Vegas on Thursday, Feb. 1, and featured structured and informal networking, inspiring speakers and expanded educational sessions. Education That Goes Beyond the Classroom With more than 100 workshops and education sessions, mini sessions in the Dealer Learning Lab, the EV Solutions Center on the Expo floor and two Super Sessions, the NADA Show attendees dove into every trend, issue and update affecting dealerships today, such as: • Leadership • Business Essentials • Digital and Marketing • Fixed Ops • Human Capital NADA SHOW 2024 Bringing the Industry Together The popular Distinguished Speaker Series, now called Spotlight Series, is a new educational offering that includes high-profile industry speakers sharing their best leadership advice and tips. Over the course of the show, attendees participated in sessions covering how to thrive in a family auto group, reimagining the customer journey, the lifecycle of an EV battery and much more. Over at the Live Stage, top industry experts joined NADA hosts throughout the day to offer solutions to build dealership success. Highlights from the Feb. 1 sessions included the second edition of the NADA Show’s Pitch Competition (featuring students from Northwood University), a quick overview of ENERGY STAR certification for dealerships and the ever-popular economic forecast from NADA’s Chief Economist Patrick Manzi. Just because the NADA Show is over, it doesn’t mean it ends. Many of your favorite sessions can be accessed and shared with others in your dealerships through the NADA member portal. Workshop recordings will be available in about a month, and students can apply for Continuing Education Credits for the workshops they attended. Highlights and TIME Dealer of the Year Other highlights from the multiday conference included a session featuring Hall of Fame quarterback and philanthropist Kurt Warner on the Main Stage and a talk from Jon Taffer, a business expert and executive producer of Bar Rescue, which was not only entertaining, but inspiring for many. The event culminated in the naming of Rita Case, dealer principal of Rick Case Honda in Davie, Florida as the TIME Dealer of the Year Award winner. Don’t forget to save the date for Jan. 23-26, 2025 (Thursday-Sunday) for the NADA Show 2025 in New Orleans. BY DAVID HAMMER NADA DIRECTOR Amanda Grappone Osmer, NH’s Time Dealer of the Year Nominee and her team from Grappone Automotive Group at the 2024 NADA Show. 10
SAVE THE DATES Unveiling a Year of Can’t-Miss Events! Get ready to mark your calendars because this year is shaping up to be a game-changer. While we’re putting the final touches on our exciting lineup, we couldn’t resist giving you a sneak peek. Save the dates, and keep a close eye out for more updates coming your way! In the months to come, prepare to immerse yourself in a world of networking and learning. Whether you’re looking to stay ahead of industry trends, connect with like-minded professionals or explore cutting-edge technologies, our upcoming events have something for everyone. 1. UNLOCKING OPPORTUNITIES BUSINESS CONFERENCE/EXPO May 15 — Grappone Conference Center, Concord, NH Get ready for a day of inspiration and networking at the Business Conference/Expo. Join us at the Grappone Conference Center on May 15 to stay ahead of industry trends and connect with like-minded professionals. 2. NHADA CONVENTION June 23-25 — Mill Falls at the Lake, Meredith, NH Escape to the picturesque Mill Falls at the Lake on June 23-25 for the NHADA Convention. Immerse yourself in insightful discussions and forge meaningful connections against the stunning backdrop of Lake Winnipesaukee. Make 2024 a year to remember with NHADA! For more information, reach out to our Director of Major Events, Kaleena Guzman, at kguzman@nhada.com. 3. DRIVE FOR A TECH GOLF TOURNAMENT September 6 — Pease Golf Course, Portsmouth, NH Tee off with us on September 13 at the Pease Golf Course for the Drive for a Tech Golf Tournament. Enjoy a day of golf, networking and friendly competition in the beautiful setting of Portsmouth, NH. 4. AUTOMOTIVE COLLEGE & CAREER DAY October (Official Date Coming Soon) — Manchester Community College Stay tuned for the official date of the Automotive College & Career Day in October at Manchester Community College. Whether you’re a student, aspiring professional or industry veteran, this event is your gateway to the latest in automotive technology and career opportunities. 5. RAFFLE FOR AUTOMOTIVE EDUCATION November (Official Date Coming Soon) Wrap up the year with our Raffle for Automotive Education in November. Keep an eye out for the official date. Support the future of automotive education and stand a chance to win exciting prizes. Be sure to save these dates, spread the word and get ready for a year of learning, networking and growth! 11
WCT BOARD REDUCES WC RATES FOR THE 8TH TIME IN 9 YEARS The NHADA Workers’ Compensation Trust Board of Trustees is pleased to report that they have approved a 2% reduction in rates for 2024. Rates have been reduced eight times in nine years; rates are 20.5% lower than they were in 2003. The Workers’ Compensation Trust continues to provide its members with the most competitive workers’ compensation rates and the highest possible rebates while remaining actuarially 99% confident that the premium collected will cover the cost of workers’ compensation claims submitted by members. The rates charged by classification code are one piece of the calculation of premium. The other two are the payroll by classification code and the experience modification factor. The payroll by classification codes is determined annually by the payroll auditors, who began auditing members in January 2024. The experience modification factor brings the member’s own claims experience into the formula for calculating premiums. An experience modification over 1.00 increases the estimated premium, while an experience modification under 1.00 decreases the premium. All members who are experience-rated and have a modification factor under 1.10 receive an 18% discount. Therefore, it is imperative for members to keep their experience modification factors below 1.10. The only way to control experience modification factors is to prevent injuries from occurring and to control the costs associated with claims when they do occur. Here are some quick tips on controlling claims costs: • Take your time and hire the right person for the job. • Follow the appropriate hiring steps, including pre-placement drug testing, reference checks and completion of the Second Injury Fund form. See the NHADA Strategic Hiring Guidelines online by scanning the QR code. https://www.nhada.com/our-solutions/ strategic-hiring-guidelines • Follow through with all loss prevention recommendations. • Keep up with employee training. • Report all injuries promptly. • Make sure all employees know they are in a workers’ compensation managed care program. • Be sure to call the NHADA Nurse Case Manager immediately after an injury for referral to the best network options. • Stay in touch with your injured employee after an injury occurs. • Provide light-duty work for injured workers and avoid lost time from work. Remember that costs associated with medical-only claims are discounted by 70% when the experience modification factor is calculated. The full total incurred costs associated with lost time claims are used for the calculation of the experience modification factor. Therefore, members should do everything possible to return injured employees to work promptly, safely and within their physicians’ restrictions after an injury to avoid lost time from work. Please contact Marianne Gourgiotis with billing questions or Deborah Handrahan with claims-related questions. They can both be reached at (603) 224-2369. BY PETER SHEFFER V.P., DIRECTOR OF INSURANCES 12
The Federal Trade Commission (FTC) requires dealers who sell, or offer for sale, more than five used vehicles in a 12-month period to comply with the FTC’s Used Car Rule (the Rule). As part of the Rule, dealers must prominently and conspicuously display the FTC “Buyers Guide” form, which provides important purchasing and warranty information to consumers, on or in a vehicle when a used car is available for sale. The following article provides important tips for all New Hampshire dealers who sell used cars that need to comply with the Rule. WHICH BUYERS GUIDE TO USE The FTC offers two different versions of the Buyers Guide. State law dictates which Buyers Guide is applicable to your dealership. New Hampshire law allows the sale of as-is sales, so the “As Is — No Dealer Warranty” option (instead of the “Implied Warranties Only” version) is appropriate for used vehicle sales in New Hampshire. COMPLETING THE BUYERS GUIDE Dealer Warranties The first section of the “As Is — No Dealer Warranty” Buyers Guide appears as follows: Importantly, the first section concerns the warranties that the dealership is offering to the customer. To the extent the customer is receiving a different type of warranty, i.e., BY HILARY HOLMES RHEAUME BERNSTEIN SHUR TIPS FOR COMPLIANCE WITH THE FTC USED CAR RULE IN NEW HAMPSHIRE – THE BUYERS GUIDE 13
manufacturer or other warranty, those are handled in separate sections. This is an important distinction that is often overlooked. As Is — No Dealer Warranty The box that says “As Is — No Dealer Warranty” means that the dealership is not offering any warranties for the used vehicle. If the dealership is making a sale and disclaiming all warranties, please check this box. In the event the dealership seeks to disclaim all warranties and sell a vehicle as-is, please note that state law requires a dealership to comply with additional laws beyond the Buyers Guide. Therefore, the Buyers Guide alone is NOT sufficient for completing an “as-is” sale in New Hampshire. Dealer Warranty The box that says “Dealer Warranty” means that the dealership is offering an express warranty on the vehicle at no additional cost to the customer. If the dealership is offering express warranties on the vehicle, please check the second box. The dealership is also required to check whether the dealer warranty is a “Full Warranty” or “Limited Warranty.” A “Full Warranty” is one that satisfies the federal minimum standards for warranties set forth in Section 104 of the Magnuson-Moss Act. In most cases, a dealer is offering a “Limited Warranty.” When offering a limited warranty, a dealer must indicate the percentage of the repair cost covered by the dealer warranty and list the specific systems, as well as the duration of the warranty. Here, a dealer must be diligent in listing the exact systems that are covered (e.g., engine, brake system, tires). Please refer to the back of the Buyers Guide for the major systems that are commonly listed. Non-Dealer Warranties The second section of the Buyers Guide concerns warranties that are not provided by the dealership but apply to the vehicle, such as manufacturer warranties. However, this section also applies to any other warranty provided for the vehicle that is not provided by the dealership. The first box should be checked if the manufacturer’s original warranty still applies to the used vehicle. In the event the manufacturer’s original warranty no longer applies to the vehicle, but the manufacturer provides a different used vehicle warranty for the vehicle (and that warranty applies), please check the second box. At times, a dealership may provide a non-dealer and non-manufacturer used vehicle warranty, i.e., a warranty provided by a third party, for a vehicle. Under such circumstances, the dealership should check the third box. To note, this section only applies to warranties provided at no charge to the customer. Accordingly, none of these boxes should be checked for warranties that the customer purchased. Below this section, you will see an option for a “Service Contract.” The “Service Contract” box must be checked if the dealer offers a service contract for the used vehicle. Put simply, this section concerns whether the dealership simply offered a service contract — not whether a consumer actually purchased a service contract. In the event the dealership offered a service contract to the customer, this box must be checked. The Back of the Buyers Guide On the back of the Buyers Guide, a dealer must provide the name and address of the dealership. Additionally, a dealer must include the name, email address and phone number of the actual person who the consumer should contact regarding complaints. To easily comply with this part of the Buyers Guide, dealers may want to preprint copies of the Buyers Guide with this information. Visibility and Availability of the Buyers Guide Before a dealer offers a used vehicle for sale, the dealer must ensure that the Buyers Guide is prominently and conspicuously displayed on or in a 14
WE WANT TO FEATURE YOU IN OUR NEXT ISSUE OF DRIVE NEW HAMPSHIRE Is your business observing a pivotal anniversary this year? Are you hosting a celebration? Have you recently taken part in a charitable event, or made a large donation? Have you been awarded any accolades? We’d love to conduct a quick Q & A and send out our photographer/ videographer to highlight your business to our membership. You will be featured in Drive New Hampshire, our community blog, our e-newsletter Headlines and on our social channels. Please reach out to us using this link: https://hipaa.jotform.com/223126815152146. We can’t wait to hear from you! vehicle, such that both sides are visible to the public. The Rule encourages dealers to either (1) hang the Buyers Guide from the rear-view mirror inside the car or on a side-view mirror outside the car, (2) place it under a windshield wiper, or (3) display it in a removable clear plastic sleeve on the side of a window. The Rule allows a dealer to remove the Buyers Guide for a test drive; however, the dealer must return the Buyers Guide to the vehicle as soon as the test drive is over. At the End of the Sale While a consumer is not required to sign the Buyers Guide, it is highly recommended that dealers obtain signatures on the Buyers Guide from all buyers in a transaction to verify compliance with the Rule. A dealer must provide consumers with a copy or the original Buyers Guide at the conclusion of the sale. As a best practice, a dealership should retain a copy of the Buyers Guide for each transaction, so in the event an issue arises, a dealer has confirmation of compliance. Penalties for Non-Compliance A dealer who violates the Used Car Rule may be subject to fines of up to $50,120 per violation in FTC enforcement actions. If you have any concerns or questions about compliance with the Buyers Guide, we recommend that you contact legal counsel. 15
BY BRIAN DUPLESSIS LOSS PREVENTION SUPERVISOR DOORS ARE OFFICIALLY CLOSED Carbon Monoxide Issues in Member Service Departments 16
• Install carbon monoxide level direct reading monitors to identify areas where carbon monoxide is likely to be present. Areas to consider are the service department, customer waiting areas and parts department. If levels exceed the levels mentioned above, mitigation efforts should be made. • Demand and enforce that all technicians are using exhaust hoses at all times vehicles are running in the shop unless they are coming and going. NO exceptions. Good air quality is an essential ingredient for a safe and healthy work environment. Members must ensure that both adequate shop ventilation and proper employee work practices maintain carbon monoxide at the lowest possible level. The NHADA Loss Prevention staff is available for carbon monoxide monitoring upon request. Contact us at (603) 224-2369 or by email at bduplessis@nhada.com. When cold weather sets in, service departments close their garage doors. This has an immediate impact on the air quality in the shop, which can lead to service technician complaints centered on inadequate shop ventilation. Vehicle exhaust is loaded with thousands of contaminants resulting from the incomplete combustion of fuel. The primary culprit and largest component of exhaust that threatens employee health is carbon monoxide (CO). Carbon monoxide is a colorless, odorless, tasteless gas and one of the most common industrial hazards. Mild poisoning can cause such symptoms as nausea, dizziness or headaches, while severe poisoning can result in brain or heart damage or even death. Serious stuff, but also consider that even moderate levels of CO can be responsible for employees not being attentive at times, which makes them more likely to make mistakes or to have accidents. As the amount of carbon monoxide in the air increases, more serious symptoms may develop, such as lack of coordination, weakness and confusion. Therefore, it is easy to see how poor shop ventilation can translate to accidents and reduced productivity. Sounds expensive. How much CO in the air is acceptable? CO is not a naturally occurring component of air. It results from incomplete combustion of burning materials. OSHA sets 35 parts per million (ppm) of air as the maximum CO level for shop areas. Office areas, including the Parts Department, would fall under the ASHRAE indoor air quality standard, which is 10 ppm. NHADA Loss Prevention would recommend that dealers take action to reduce CO levels to below 20 ppm in the shop and to as close to 0 ppm as possible in other areas of the dealership. How can shop air quality be improved? • Properly service and maintain the shop exhaust ventilation system to ensure optimal performance throughout the winter months. • Regularly inspect and replace any defective exhaust hoses. 17
A GUIDE TO SIMPLIFYING YOUR CARE JOURNEY Harvard Pilgrim’s New Behavioral Health Service Navigation Program BEHAVIORAL HEALTH SERVICE NAVIGATION OVERVIEW Behavioral Health Service Navigation is a cornerstone of Harvard Pilgrim’s whole-person care approach. They offer highly trained and dedicated teams, who are ready to guide you from the very first phone call, to help ensure a compassionate and streamlined experience for you and your covered family members. Their specially trained Behavioral Health Service Navigators provide personalized support and can help you: • Navigate the complex healthcare system through enhanced, personalized interactions. • Locate behavioral health network providers with availability, specialty and cultural competency that supports your preferences. • Schedule timely appointments for your new or ongoing health needs. • Connect to exclusive resources, support tools and other services. BY LORI PREVE LICENSED INSURANCE PRODUCER HOW DOES SERVICE NAVIGATION WORK? 1. Contact Harvard Pilgrim Call the Integrated Member Services Team for all your physical and behavioral health needs. 2. Connect If you still have questions, you’ll be connected to their behavioral health service navigators. 3. Address Discuss with your service navigator personalized solutions that can help you close gaps in your behavioral healthcare journey and improve your health outcomes. 4. Engage The internal team of medical and behavioral health clinicians will work closely with you and your providers to coordinate your care and create an aftercare strategy. 5. Follow-up Your dedicated service navigator will reach out to you to ensure that all of your concerns and needs were (or have been) addressed. 18
KEY FEATURES Harvard Pilgrim members of all ages can access a comprehensive network of medical and behavioral health care providers, along with innovative programs and services, to improve both physical and mental well-being in traditional and virtual settings. Virtual therapy services: Access licensed therapy and medication management seven days a week through Doctor On Demand,1 Valera Health2 and AbleTo.3 Specialty providers: Access to advanced neurological therapies for children with autism spectrum disorder and other developmental differences from Cortica.2 Plus, get timely appointments at outpatient clinics or virtual care from Northeast Health Services.2 Substance use treatment services: Available through providers Spectrum Health2 and Better Life Partners.4 Members are supported after inpatient treatment by the internal Addiction Recovery Care Management Team. Care management programs encompass addiction recovery, post facility discharge, transition to home and more. The internal team of clinicians and care managers will work closely with you and your providers to manage and coordinate your care, supporting you and your covered family members at every stage. For assistance with accessing these innovative programs and services, please call member services at the phone number listed on the back of your member ID card. If you have any questions, please reach out to your NHADA Insurance customer service team at nhadinsurance@nhada.com or (603) 224-2369. If you are experiencing a crisis or emergency, you should always call 911 or go to the nearest emergency facility right away. 1Doctor On Demand virtual care services are available to Harvard Pilgrim Commercial members that have this benefit. Member cost sharing may apply. Members should refer to their plan documents for specific details regarding their coverage and benefits. 2Valera Health services, Cortica providers, Spectrum Health and Northeast Health Services are located only in Massachusetts. These programs are available to Harvard Pilgrim commercial members. Member cost sharing may apply. Members should refer to their plan documents for specific details regarding their coverage and benefits. 3AbleTo is available to Harvard Pilgrim commercial members. Member cost sharing may apply. Members should refer to their plan documents for specific details regarding their coverage and benefits. 4Better Life Partners services are available in Massachusetts, New Hampshire, Maine and Vermont. Member cost sharing may apply. Members should refer to their plan documents for specific details regarding their coverage and benefits. 19
With so many industries and companies looking to recruit skilled, quality employees, finding ones that fit your business and needs can be difficult. Knowing where to start can be challenging. We’ve found that one of the greatest building blocks in creating a highly skilled and educated workforce is supporting your local High School Career and Technology Center. What better way to find the right fit for your business than to start where the molding of these future employees begins? The connection between industry and education opens a clear pathway for today’s generation to have a successful career in automotive. Some ways to provide support include joining a local school’s automotive program advisory board, hosting students for internships or donating tools and resources for instructors to use in their classrooms. On Dec. 4, 2023, we were able to witness an amazing example of such support. After receiving a phone call from Scott Mayotte, an instructor at Seacoast School of Technology, we hopped in the car and headed to Exeter. There, we met Jason Quenneville, Operating Partner at McGee Mazda of Claremont, as well as McGee Toyota of Epping’s Service Manager Ariel Sallemi. With all of us together, Ariel handed over the keys to a 2023 Mazda CX-50 to instructor Jeff Main. The high school automotive instructors will now be able to use the vehicle in everyday practice, guiding their students with a mix of hands-on training and classroom lectures. By applying the skills they learn in the classroom and in the shop, these students will develop the real-life skills they need to enter today’s workforce as educated and productive career technicians. This donation by McGee and countless others across the state is part of the reason why these auto programs are so successful. We’re not saying you have to donate a vehicle to build a relationship with your local high school career and technical center. Even the smallest involvement would be forging relationships and support for local education sources to help build success in our industry. Hats off to Jason and Ariel of the McGee Family of Dealerships and the instructors at Seacoast School of Technology for coming together and helping to ensure these future technicians get a great start in our industry. If you or someone at your dealership would like to know more about how to get involved, please reach out to us at any time at foundation@nhada.com or (603) 224-2369. We will connect you with your local high school career and technical center, where you can help build our skilled workforce and possibly your shop’s next top-notch technician. SUPPORTING TOMORROW’S WORKFORCE Industry and Education Collaboration Makes an Impact BY ADAM MEMMOLO NHADA WORKFORCE DEVELOPMENT COORDINATOR 20
Is your business in the dark? ADVERTISE IN THIS MAGAZINE AND SHINE A LIGHT ON YOUR COMPANY. QR Code: website /ad-space CONTACT US TO LEARN MORE. 801.676.9722 • 855.747.4003 sales@thenewslinkgroup.com 21
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Interested in adding your logo/brand to any of the above items? Contact me at 603-224-2369 or cmarston@nhada.com. View the full catalog at apparel.lotdrop.com. Visit Apparel.LotDrop.com to see all the sizes and color options or give us a call at 603-224-2369 Item#J851 Port Authority® Packable Pu y Vest Item#CT101604 Item#C301 Port Authority ® Flexfit 110 ® Performance Snapback Cap Item#ST981 Sport-Tek® Soft Shell Vest Eddie Bauer® Stretch Soft Shell Vest Item#EB546 Item#NE4020 New Era ® Standard Fit Flat Bill Snapback Cap Carhartt ® Ashland Cap 23
TITLE STATISTICS REPORT JANUARY 2024 NEW HAMPSHIRE DEPARTMENT OF SAFETY, DIVISION OF MOTOR VEHICLES Current 12 months Prior 12 months % of change Jan. ‘23 Jan. ‘24 YTD ‘23 YTD ‘24 TITLES ISSUED FOR NEW AND DEMO VEHICLES 117,486 120,797 -2.82 7,841 7,983 7,841 7,983 TITLE ISSUED FOR USED VEHICLES 253,981 279,683 -10.12 17,947 16,328 17,947 16,328 TOTAL TITLES ISSUED 371,467 400,480 -7.81 25,788 24,311 25,788 24,311 TITLES ISSUED WITH A LIEN 11,120 10,256 11,120 10,256 TITLES ISSUED WITH NO LIEN 14,668 14,055 14,668 14,055 SALVAGE TITLES ISSUED 1,291 1,005 1,291 1,005 SALVAGE TAGS 456 201 456 201 HEAVY TRUCKS 1999 AND OLDER 22 20 22 20 HEAVY TRUCKS 2000 AND NEWER 232 145 232 145 TITLES ISSUED FOR TRAILERS 831 863 831 863 TITLES ISSUED FOR MOTORCYCLES 510 461 510 461 TITLES ISSUED FOR MOTOR HOMES 64 70 64 70 UNEMPLOYMENT RATES BY AREA Oct. Nov. Dec. United States 3.8% 3.7% 3.7% New England 2.8% 2.9% 3.1% Connecticut 3.5% 3.6% 3.8% Maine 2.8% 3.0% 3.2% Massachusetts 2.8% 2.9% 3.2% New Hampshire 2.1% 2.3% 2.5% Rhode Island 2.7% 2.9% 3.2% Vermont 2.0% 2.1% 2.2% SAFETY/OBD II INSPECTION STATISTICS SAFETY Inspection Results Dec. ‘23 % of Total YTD ‘23 % of Total TOTAL 112,648 100.0% 1,566,097 100.0% PASS 94,756 84.1% 1,309,967 83.6% CORRECTED 9,926 8.8% 142,997 9.1% REJECTED 5,901 5.2% 84,805 5.4% UNTESTED 2,065 1.8% 28,328 1.8% OBD Inspection Results (20 yrs. old or newer) TOTAL 98,828 100.0% 1,340,244 100.0% PASS 87,536 88.6% 1,190,250 88.8% REJECTED 6,529 6.6% 87,594 6.5% UNTESTED 4,763 4.8% 62,400 4.7% BY THE NUMBERS 24
NEW MEMBERS 2 BROTHERS GARAGE 685 Islington St. Portsmouth, NH 03801 Phone: (603) 433-0333 Owner/Main Contact: Bryan Gilman BARRINGTON ALL MAKES AUTO REPAIR 27 Commerce Way Barrington, NH 03825 Phone: (603) 664-5818 Owner/Main Contact: Karen Noury MCCAULEY WHOLESALE LLC 162 Epping Rd. Exeter, NH 03833 Phone: (603) 386-8050 Owner/Main Contact: Glenn Allen NUCAR PRE-OWNED SUPERSTORE CONCORD 13 Manchester St. Concord, NH 03301 Phone: (603) 224-2304 Main Contact: Frank Lund SOUTHERN NEW HAMPSHIRE GOLF CARTS 516 Mammoth Rd., Bldg. 4, Unit 3 Londonderry, NH 03053 Phone: (603) 777-7831 Owner/Main Contact: William Adamson 25
These partners have answered the call and supported NHADA programs and events. Please consider your partners first when you need professional services for your business. To become a NHADA partner, please call Kaleena Guzman at 603-224-2369, or email her at kguzman@nhada.com. Companies endorsed by the NHADA are listed first within each association partner level. Learn more at nhada.com/partnership-program. THANK YOU, 2024 NHADA PARTNERS! Cross Insurance — ENDORSED for Dealers’ Surety Bonds Aftermarket Specialists America’s Auto Auction Boston Auto Auction of New England Bellwether Community Credit Union Brown & Brown Dealer Services Chase Auto CM&B ConvenientMD Urgent Care Dominion DMS Drayton Distributors of New England, BG Products EasyCare New England Enterprise Rent-A-Car GW Marketing Services Horsch/Lappen’s Garage Equipment Huntington National Bank iHeart Media Jewett Construction Co. KeyBank Mike’s Equipment Repair Nancy Phillips Associates, Inc. Northeast Auto Auction North East Dealer Services Portfolio Primary Bank ProActive™ Leadership Group Right Direction Financial Services Holdings, LLC Rockland Trust Company Salem Co-operative Bank Sanel NAPA Santander Bank, NA Sullivan Tire®/Lift Works Corp. TD Bank/TD Auto Finance TR2 Corp./LSI Industries Triplet Computers, LLC ZURICH BRONZE NHAD Services, Inc., Insurance Division — ENDORSED NHAD Services, Inc., Products Division — ENDORSED NHADA Workers’ Compensation Trust — ENDORSED Cox Automotive, Inc. Gordon-Darby NHOST Services, Inc. WMUR-TV/WMUR.com New Hampshire PLATINUM DIAMOND Assurant Dealer Services — ENDORSED ComplyAuto Privacy, LLC Harvard Pilgrim Health Care — ENDORSED STAPLES Contract & Commercial, LLC — ENDORSED Bank of America Merrill Lynch Service Credit Union TRUECar Withum GOLD Northeast Delta Dental — ENDORSED ACV Albin, Randall & Bennett Ally Auto Use Bernstein, Shur, Sawyer & Nelson, P.A. Clean Harbors Environmental Services Devine Millimet & Branch, P.A. JM&A Group McLane Middleton Sheehan Phinney St. Mary’s Bank Tyler, Simms & St. Sauveur, CPAs, P.C. Wipfli CPAs and Consultants SILVER 26
Anticipate every turn In an industry that’s always evolving, your dealership can rely on our Dealer Financial Services team’s 90 years of experience to see what’s around the corner, forward-thinking insights to prepare you, and technology to keep you ahead of the curve. What would you like the power to do?® Dan Duda, daniel.w.duda@bofa.com business.bofa.com/dealer ©2023 Bank of America Corporation. All rights reserved. DFS-699-AD 5949042 Investment products offered by Investment Banking Affiliates: Are Not FDIC Insured Are Not Bank Guaranteed May Lose Value “Bank of America” and “BofA Securities” are the marketing names used by the Global Banking and Global Markets divisions of Bank of America Corporation. Lending, derivatives, other commercial banking activities, and trading in certain financial instruments are performed globally by banking affiliates of Bank of America Corporation, including Bank of America, N.A., Member FDIC. Trading in securities and financial instruments, and strategic advisory, and other investment banking activities, are performed globally by investment banking affiliates of Bank of America Corporation (“Investment Banking Affiliates”), including, in the United States, BofA Securities, Inc., which is a registered broker-dealer and Member of SIPC, and, in other jurisdictions, by locally registered entities. BofA Securities, Inc. is a registered futures commission merchant with the CFTC and a member of the NFA.
A Better Core in 2024 DominionDMS.com (866) 928-3210 1515 South Federal Highway, Suite 406 Boca Raton, FL 33432, USA SCHEDULE YOUR DEMO EFFICIENCY INNOVATION FLEXIBILITY • Collaboration Tools • Better In-Store Communication • Data Accessibility • Built on Latest Cloud-Core Technology • Continuous Software Enhancements • Full Suite of Core Features • Easy to Learn / Simple to Use • Access from Any Web Connection • Choose the Apps & Partners You Want Schedule a demo and upgrade to a Better Core in 2024. A DMS WITH EVERYTHING YOU NEED, NOTHING YOU DON’T. This magazine is designed and published by The newsLINK Group, LLC l 855.747.4003 NHADA 507 South Street Bow, NH 03304
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