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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?® Stephen Delaney, stephen.delaney@bofa.com business.bofa.com/dealer ©2024 Bank of America Corporation. All rights reserved. DFS-699-AD 6942528 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.
VOL. 7 • NO. 04 PRESIDENT Dan Bennett, REM, IOM, CAE NHADA OFFICERS Jason LaCroix, Chairman John Crowley, Vice Chairman Jeff Platek, Treasurer Shawn Hanlon, Secretary NHADA DIRECTORS Marshall Jespersen, Immediate Past Chair John Sawyer Jr., Franchised New Car Michael Lampert, Franchised Heavy Duty Truck Tim Foss, Franchised New Car Dennis Gaudet, Independent Used Car Ron Poirier, Independent Repair/Service David Hammer, NADA Director George Mullin, Franchised/Independent Jessica Trask, Franchised New Car Roger Groux, Advisory Director Damon Jespersen, Franchised New Car Justin Weisman, Franchised New Car Curt Grenier, Franchised/Motorcycle ©2025 The New Hampshire Automobile Dealers Association (NHADA) | The newsLINK Group LLC. All rights reserved. DRIVE New Hampshire is published six times per year by The newsLINK Group LLC for 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 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 a first-print policy is encouraged, 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. CONTENTS A Message From the President 4 NHADA Attends the NADA Washington Conference By Dan Bennett, REM, IOM, CAE, President, NHADA A Message From the Chair 6 Building Careers That Drive the Future By Jason LaCroix, Chairman, NHADA Save the Date 8 Scholarship & Industry Night NADA Update 9 Insights From NADA Chairman Tom Castriota By Tom Castriota, 2025 Chairman, NADA 10 Golfing for Good at the Annual Drive for a Tech Golf Tournament By Kaleena Guzman, Director of Events & Partnership, NHADA 12 Understanding DOT Requirements for Vehicles by Gross Vehicle Weight Rating (GVWR) By Jay O’Leary, Government Relations & Compliance Specialist, NHADA 13 Celebrating Marianne Gourgiotis’ 40 Years at NHADA! 14 Scott Mullin Memorial Ride “Rides” Again! By Adam Frantz, Marketing Director, Souhegan Valley Motorsports 15 Improving Your Dealership’s Reputation By Rachel Malkin, AutoCAP Coordinator, NHADA 16 Do Your Employees Know About Managed Care? By Marta Silakka, Nurse Case Manager, NHADA WCT 17 Welcome to Carmyn, NHADA’s New Diamond Partner Bringing Fueling Solutions Direct to You 18 Staying Compliant with Hazardous Chemicals and SDS Requirements in New Hampshire’s Automotive Industry By Brian Duplessis, Loss Prevention Supervisor, NHADA 20 Welcome to Our New 2025 Partners By Kaleena Guzman, Director of Major Events & Partnership Program, NHADA 21 Understanding the Reduce My Costs Program from Harvard Pilgrim Health Care By Chelsey Gaudet, Licensed Insurance Producer, NHADA 22 LotDrop The 2025 End of Summer Collection 24 Thank You, 2025 NHADA Partners! 25 By the Numbers 26 NHADA Membership Milestones Q3: July 1, 2025-Aug. 30, 2025 26 NHADA New Members 3
A MESSAGE FROM THE PRESIDENT NHADA ATTENDS THE NADA WASHINGTON CONFERENCE The National Automobile Dealers Association (NADA) Washington Conference is one of NADA’s most important annual gatherings for automotive leaders, franchised dealers and policymakers. It serves as a critical platform to discuss the pressing issues facing our industry — from regulatory updates and retail trends to the current economic outlook. This fall, members of the New Hampshire Automobile Dealers Association traveled to Washington, D.C., to take part in this pivotal event. The conference agenda was packed with expert presentations, policy briefings, and opportunities to collaborate with dealer associations from across the country. Following the general sessions, NHADA leadership made their way to Capitol Hill for direct conversations with New Hampshire’s congressional delegation. These meetings provided the opportunity to advocate for policies that protect our dealerships, our employees and the consumers we serve. It was a chance to ensure that the concerns of New Hampshire dealers are heard by lawmakers who shape both federal and state-level impacts on our industry. Among the key legislative priorities highlighted at this year’s conference were: • Vehicle affordability. • Tariffs and their impact. • The EPA’s electric vehicle mandate and its implications for both dealers and consumers. • Catalytic converter anti-theft legislation. BY DAN BENNETT, REM, IOM, CAE PRESIDENT, NHADA NHADA continues to work closely with NADA and policymakers to address these issues, ensuring that New Hampshire’s franchised dealers remain well-positioned to thrive in a rapidly changing market. Beyond the policy discussions, the Washington Conference also provided NHADA with invaluable opportunities to connect with peers from other states, exchange insights and collaborate on strategies to meet shared challenges. These conversations strengthen the dealer network nationwide and reinforce the collective voice of the automotive retail industry. We extend our thanks to the NHADA leaders who represented our state so strongly in Washington. Their advocacy ensures that New Hampshire’s dealers have a seat at the table as decisions are made that will impact our businesses, our employees and our customers for years to come. We also thank our elected officials, including those who met with us in person, Senator Hassan (D), Representative Pappas (D), and Representative Goodlander (D), for opening their doors to hear from New Hampshire industry representatives. NHADA Board Vice Chairman John Crowley (Best Ford Inc.), NHADA Board Director Tim Foss (Foss Motors and Northeast Auto Auction), NHADA President Dan Bennett, Congressman Chris Pappas (D), and NHADA Board Chairman Jason LaCroix (AutoFair Automotive Group). 2025 NADA Chairman Thomas Castriota at the NADA Washington Conference. Photo Credit: NADA. Elissa Slotkin, a Michigan Senator (D) and rising star in politics, speaks at the NADA Washington Conference. Photo Credit: NADA. 4
BY JASON LACROIX CHAIRMAN, NHADA BUILDING CAREERS THAT DRIVE THE FUTURE Across New Hampshire and beyond, the automotive industry is proving to be one of the most resilient and rewarding career paths in today’s economy. While many industries wrestle with the challenges of automation and artificial intelligence, becoming an automotive technician continues to offer something uniquely valuable: job security, meaningful work and the opportunity to grow in a trade that is the backbone of our communities. Recent national reporting underscores this point. The U.S. Bureau of Labor Statistics projects that demand for automotive service technicians and mechanics will remain strong, with over 67,000 job openings annually through 2032. Even as cars become more advanced — infused with AI-driven safety systems and electrification — the human expertise required to diagnose, repair and maintain them is irreplaceable. This is a career where skilled hands and sharp minds will always be in demand. A MESSAGE FROM THE CHAIR Note: State and federal unemployment rates are listed on pg. 25. 6
Last Name First Name Foundation or Comp. Amount High School Career Technology Center College Intending To Apply/ Currently Enrolled Field of Study Automotive Paid Work/ Experience (Internship/Job Co-Op) Williams Alexander Foundation $1,750 Newmarket SST LRCC Toyota McFarland Ford Ahmed Bilal Foundation $1,750 N/A N/A MCC Auto Ira Toyota Collins Daniel Foundation $1,750 Pinkerton Pinkerton MCC Asset Ford of Londonderry Sinotte Nicholas Foundation $1,750 Timberlane Regional Salem LRCC GM-ASEP Dave’s Auto, Bump & Grind Auto Body Ramsay Jace MAGS $1,500 Groveton N/A WMCC Diesel & Heavy Equipment HD Giroux Equipment Repair Favreau Tenison Foundation $1,750 Keene N/A MCC Auto Hillsboro Ford Morang Tyler Foundation Skills Raffle $1,750 $1,500 $2,000 Epping SST LRCC Toyota McGee Toyota of Epping Schoch Ryan Foundation $1,750 Hopkinton CRTC LRCC GM-ASEP Banks Chevrolet Cadillac Garrett Brian Foundation 24 Foundation $1,750 $875 Newfound Regional N/A LRCC GM-ASEP Key Chevrolet GMC of Newport Olsen Matthew Foundation Raffle 24 Foundation $1,750 $1,650 $1,750 Timberlane Regional Salem MCC Asset Salem Ford Perigny Brenden Foundation $1,750 Winnacunnet SST LRCC Toyota McGovern Toyota of Portsmouth Aguayo Luis Foundation $1,750 Private — Puerto Rico N/A NCC Collision N/A Lozada Luis Foundation $1,750 Methuen N/A NCC Auto Peters Nissan GuimondMurray Aiden Foundation Raffle $1,750 $5,000 Salem Salem NCC Collision N/A Ashton Jonathan Foundation $1,750 Pelham N/A LRCC GM-ASEP Tulley GMC Corbett Damon Foundation $1,750 Concord CRTC MCC Auto Haynes Trucking Grappone Ford Russell Keegan Foundation $1,750 Londonderry Alvirne MCC Asset N/A Ingerson Richard Foundation $1,750 Littleton N/A WMCC Auto N/A Marshall Keghan Foundation $1,750 Portsmouth Portsmouth LRCC GM-ASEP Holloway Buick GMC Cadillac INSPIRING THE NEXT GENERATION: THE NH AUTO CAREERS EXPERIENTIAL TRAILER At this year’s Drive for a Tech Golf Tournament, NHADA proudly unveiled the New Hampshire Auto Careers Experiential Trailer — a first-of-its-kind mobile showcase designed to spark interest in automotive careers. Built with the support of local businesses and community colleges, and equipped with hands-on learning tools, the trailer gives students across the state a chance to explore the technology and opportunities within our industry. It will be an invaluable recruiting tool for years to come. You can learn more about this initiative on page 10. CELEBRATING OUR 2025 SCHOLARSHIP RECIPIENTS This commitment to education and opportunity comes to life each year through the New Hampshire Automotive Education Foundation’s scholarships. We are honored to support the following students who represent the future of New Hampshire’s automotive workforce: 7
Last Name First Name Foundation or Comp. Amount High School Career Technology Center College Intending To Apply/ Currently Enrolled Field of Study Automotive Paid Work/ Experience (Internship/Job Co-Op) Jones Spencer Foundation 24 Foundation 24 Raffle $1,750 $875 $1,000 HillsboroDeering CRTC LRCC GM-ASEP Banks Chevrolet Cadillac Phan Nathan Foundation 24 Foundation $1,750 $875 Salem Salem LRCC Toyota Paul Dineen, Kelli Sforza Templar Travis Foundation $1,750 Sisters (OR) N/A LRCC Toyota White River Toyota Collins Brian Foundation $1,750 Mountain Ridge N/A LRCC Toyota Irwin Duval Kayden Foundation $1,750 Goffstown MST MCC Asset AutoFair Sousa Heaven Foundation $1,750 Berlin Berlin WMCC Auto N/A Dougherty Evan Foundation 24 Foundation $1,750 $875 Sanborn Regional SST MCC Auto Ira Toyota Manchester Duckett Jason Foundation $1,750 Salem Salem LRCC Toyota Ira Toyota Manchester Pucci Matthew Foundation Raffle $1,750 $2,000 Salem Salem LRCC Toyota Genesse Auto Repair Cassen Ryan Foundation $1,750 Salem Salem MCC Asset Bob Leavitt Auto & Truck West Hunter Foundation $1,750 Salem Salem MCC Asset Salem Key Ford Deltwas Ailani Foundation $1,750 Salem Salem MCC Asset Ford Nason Daniel Foundation $1,750 Salem Salem MCC Asset R & J BP Wills Connor Foundation $1,750 Salem Salem MCC Asset Salem Ford Killian Parker Foundation $1,750 Salem Salem MCC Asset Salem Ford Gilbert Andrew Foundation Raffle $1,750 $5,000 Pembroke CRTC MCC Auto Key Collision, Grappone Mazda Lesko Alexander Foundation $1,750 Pittsfield N/A GBCC Motorcycle N/A Bairam Joshua MAGS $1,500 Pinkerton N/A WMCC D&H Equipment Hooksett Paving, CM Truck LOOKING AHEAD On behalf of the NHADA, I extend my warmest congratulations to all of our scholarship recipients. These young men and women are not just preparing for careers — they are preparing to lead our industry into the future. We invite all members and supporters to join us in celebrating their achievements at Scholarship and Industry Night on Dec. 9, 2025, from 5:30 p.m.-7:30 p.m., at the brand-new Lake View Estate on Winnisquam in Tilton, New Hampshire. This evening will bring together students, educators and industry leaders to honor the promise of the next generation. To learn more and register, scan the QR code. https://nhada.com/events/scholarship-night Together, we’re not just driving vehicles — we’re driving futures. SCHOLARSHIP & INDUSTRY NIGHT DECEMBER 9, 2025 LAKE VIEW ESTATE ON WINNISQUAM LEARN MORE 8
First, I want to sincerely express my gratitude in serving as this year’s chairman. If there’s one thing I’ve learned since taking on this role, it’s that we can accomplish anything when we work together. As you know, earlier this year, NADA and the Texas Automobile Dealers Association successfully challenged the Vehicle Shopping Rule in a case against the FTC. And, thanks to dealers nationwide who contacted their representatives, we stopped CARB’s harmful ZEV sales mandates, which would have impacted dealers throughout the country. Back in July, the president’s “One Big Beautiful Bill” secured critical tax provisions that will help dealers and our customers. 2025 has been a banner year for dealers! NADA is now turning its focus toward EPA’s EV standards, Chinese automakers, tariffs, AI and our consumer experiences. The Biden EPA’s EV standards, which would require 26% of new vehicles to be electric by 2027 and 56% by 2032, are not in line with market demand. Despite billions invested, EVs make up less than 8% of market share. Expecting 26% of car buyers to switch to EVs within two years is unrealistic. Instead of revising the rules, the Trump administration is proposing to eliminate the ability of the EPA to regulate greenhouse gases (which are CO2 emissions) from vehicles entirely, based on their finding that greenhouse gases may not “reasonably be anticipated to endanger public health or welfare.” NADA is in the process of reviewing the proposed rule to assess the impacts it could have on dealers and customers. Chinese OEMs present complex challenges to dealers and pose a threat to our national security and our legacy OEMs. NADA’s board completed surveys regarding Chinese automakers, and we are evaluating them so that we can formulate a policy that best represents our dealers and the country. After visiting China, Great Britain, Italy, and returning from Australia and Canada, I now have a better understanding of the economic threat China currently poses as a global automotive power. In late August, I traveled to Brazil to meet with GM and Brazilian dealers who sell our brands and Chinese models. Since the Chinese government subsidizes the production of these cars, American manufacturers are less able to compete. Granting China access to this market could have serious and damaging consequences for many of the brands we sell. We continue to address the effects of tariffs and hear from dealers (and OEMs) about how the situation affects their businesses. NADA is engaging in detailed discussions with the administration about the impact on car dealerships, consumers and American-owned businesses. NADA will continue to keep our members informed about the evolving landscape of tariffs and update them on any significant developments. AI promises to transform the industry and the world as we know it, and no one knows precisely what those changes will entail yet. We need to continue learning about AI and explore how it can revolutionize our businesses and enhance the consumer experience. NADA Vice Chairman Rob Cochran heads a working group of dealers and staff to help NADA serve as the conduit for dealers and be a resource for them in this ever-changing (daily) technology. We’ve had a tremendous year so far and have achieved some truly impactful wins. I thank you for your support. I look forward to the remainder of 2025 and the ongoing success of NADA. I am eager to share what I have learned during my travels and discussions with our global dealer partners, as well as their valuable insights and experiences as we confront major changes to our industry. Semper Fi, Tom Castriota NADA UPDATE INSIGHTS FROM NADA CHAIRMAN TOM CASTRIOTA BY TOM CASTRIOTA 2025 CHAIRMAN, NADA 9
GOLFING FOR GOOD AT THE ANNUAL DRIVE FOR A TECH GOLF TOURNAMENT BY KALEENA GUZMAN DIRECTOR OF EVENTS & PARTNERSHIP, NHADA The Drive for a Tech Golf Tournament proved to be an unforgettable day filled with exceptional golf, laughter and a true sense of community. Members and partners came together not just to enjoy a great round of golf, but to support a mission that matters deeply: advancing New Hampshire’s automotive workforce through scholarships from the New Hampshire Automotive Education Foundation. This year also introduced the Break the Glass Challenge, which was a huge hit among participants and added an extra level of excitement and friendly competition to the day. A HEARTFELT THANK YOU TO OUR SPONSORS AND PARTICIPANTS This event would not have been possible without the generous support of our sponsors, especially Auto Auction of New England, our PRIME Sponsor, whose support makes a meaningful impact year after year. We’re equally grateful to every member and partner who joined us on the course. Your energy, enthusiasm and dedication exemplify the strength of our association and the power of working together toward a common goal. DRIVING THE FUTURE OF AUTOMOTIVE CAREERS Thanks to your participation and support, we are one step closer to awarding over $65,000 in scholarships annually, helping students build rewarding careers in the automotive industry. We extend our sincere thanks to everyone who made this tournament a success. We look forward to seeing you on the course again next year for another incredible Drive for a Tech Golf Tournament! THANK YOU, GRAPPONE AUTOMOTIVE! Rocco DeNaro, Master Mechanic from Grappone Automotive, joined us at the annual Drive for a Tech Golf Tournament as part of Grappone’s In the Community program. This year, Grappone Automotive and Rocco selected the NH Automotive Education Foundation (NHAEF) as the local nonprofit to make a charitable donation to. We’re grateful for Rocco’s time and energy at the tournament, and for Grappone Automotive’s continued commitment to giving back to the community. 10
PRIME Sponsor “Full Throttle” Sponsor Drink Ticket Sponsor Reception Sponsor At the Turn Lunch Sponsor Awards Sponsor Golf Cart Sponsor Putting Contest Sponsor Break the Glass Sponsor Team Nissan Breakfast Bar Sponsor TSS Advisors, LLC Breakfast Sponsor Volvo Cars Exeter Closest to the Pin Sponsor Portsmouth Ford Driving Range Sponsor Peters of Nashua Hole-In-One Sponsor ICL Autos Longest Drive Sponsor Jewett Construction Vegas Card Sponsor Best Ford Wheel of Fortune Sponsor Bonneville & Son Tee & Green Sponsor AAA Albin, Randall & Bennett OPENLANE Zurich Tee Sponsor Ballard Truck Center Quirk Auto Dealers of NH Sullivan Tire®/Lift Works Corp. Giveaway Items Northeast Delta Dental Auto Auction of New England Northeast Auto Auction NHADA THANK YOU, SPONSORS! GOLF TOURNAMENT WINNERS Overall Tournament 1st Place $100 Gift Card Each Keith Cail, Jeff Jenkins, Beau Vance, Trevor Stuart (Ally & AutoFair) 2nd Place $75 Gift Card Each Eric Werner, Matthew Lemire, Jerry Pollastrone, Bob Werner (Werner Mazda) 3rd Place $50 Gift Card Each John Crowley, Scott O’Connell, Jaret Foley, Trevor Green (Best Ford) Last Place A Box of Golf Balls Each Brenden Shirley, Joe Kalil, Ralph Robinson, Craig Shirley (Auto Use) Challenge Winners Closest to the Pin $100 Gift Card Each Regan McCarthy and Mike Carbboneau (Zurich) Longest Drive (Men’s) $100 Gift Card Paul Rivard (5 Star Towing) Longest Drive (Women’s) $100 Gift Card Denise Alosa (New England Kenworth) Putting for Dough Leaderboard Prize Pack Bill Stowell (The Collins Business Group) Break the Glass Leaderboard Prize Pack Jason Leyro (JM&A Group) Vegas Card $150 Gift Card Each Mike Carbonneau (Zurich) 11
UNDERSTANDING DOT REQUIREMENTS FOR VEHICLES BY GROSS VEHICLE WEIGHT RATING (GVWR) BY JAY O’LEARY GOVERNMENT RELATIONS & COMPLIANCE SPECIALIST, NHADA Navigating U.S. Department of Transportation (DOT) requirements can be confusing, especially for businesses that sell or service medium- and heavy-duty trucks. Knowing when and how these rules apply is critical to staying compliant and avoiding penalties. This resource outlines the key requirements based on Gross Vehicle Weight Rating (GVWR) and clarifies how they affect your employees, vehicles and operations. WHAT IS GVWR AND WHY DOES IT MATTER? The GVWR is the maximum total weight a vehicle is rated to safely carry, including the vehicle itself, passengers, cargo and fuel. DOT requirements are tied directly to GVWR thresholds. • Over 10,000 lbs. GVWR: Certain DOT requirements apply when vehicles are operated for commerce. • Over 26,000 lbs. GVWR: Commercial Driver’s License (CDL) is required. WHO IN YOUR BUSINESS IS AFFECTED? DOT requirements don’t only apply to full-time drivers. At a dealership, service center or repair shop, affected employees often include: • Service technicians test-driving vehicles after repairs or computer resets. • Sales staff taking a customer on a test drive. • Parts runners or other employees operating company-owned vehicles for deliveries. If the vehicle is used on public roads for business purposes (commerce), DOT rules apply. The only exemption is when the vehicle is operated solely on your facility’s lot (e.g., plowing snow onsite). KEY DOT REQUIREMENTS FOR VEHICLES OVER 10,000 LBS. GVWR Even if a CDL is not required, the following obligations generally apply: 1. Driver Medical Certification • Operators must pass a DOT physical every two years. • If passed, they receive a medical card, which must be carried at all times while driving. 2. Vehicle Requirements • An annual inspection is required. • Vehicles must be in proper working order (brakes, lights, etc.). • If company-owned: » Must display company markings. » Must carry a secured, accessible fire extinguisher. » Maintenance records must be kept. » At least $1 million in insurance is required if vehicles are being hauled. » If crossing state lines, the vehicle must display the company’s DOT number. 3. Driver Qualification File Employers must maintain a file for each driver, including: • Job application. • Copy of the medical card. • Other supporting compliance documents. 12
4. Hours of Service (Logbooks) • Logbooks are required unless operating within 150 air miles of the business. • To qualify for this exemption, drivers must: » Return to work within 14 consecutive hours. » Drive no more than 11 hours in a day. » Have at least 10 hours off between shifts. » Maintain accurate timecards. ADDITIONAL REQUIREMENTS FOR VEHICLES OVER 26,000 LBS. GVWR For vehicles above this threshold: • Drivers must hold a Commercial Driver’s License (CDL). • All requirements for the 10,000+ lb. category still apply. PRACTICAL EXAMPLE • A technician test drives a 15,000 lb. service truck = Needs a DOT medical card, annual inspection on the truck and compliance file. • A sales associate takes a customer out in a 12,000 lb. truck = Same requirements apply, even though a CDL is not needed. • A plow operator using a 12,000 lb. truck only on the dealership lot = Exempt. • A driver hauling a 28,000 lb. vehicle across state lines = CDL required, DOT number displayed, logbooks maintained. KEY TAKEAWAYS 1. Over 10,000 lbs. GVWR = DOT applies. Employees must meet medical, vehicle, file and logbook requirements if operating on public roads. 2. Over 26,000 lbs. GVWR = CDL required. 3. Commerce is the trigger. If the activity benefits the business financially, DOT rules apply — even if the trip is just a test drive. 4. Lot-only operation is the only exemption. By understanding and following these guidelines, your dealership or service center can stay compliant and protect both employees and the business from costly DOT penalties. CELEBRATING MARIANNE GOURGIOTIS’ 40 YEARS AT NHADA! We’d like to honor Marianne Gourgiotis, our outstanding Underwriter, for four decades of commitment to NHADA’s Workers Comp Trust. Her expertise and dedication have kept the program strong, fair and reliable for our members. Congratulations, Marianne! 13
SCOTT MULLIN MEMORIAL RIDE “RIDES” AGAIN! BY ADAM FRANTZ MARKETING DIRECTOR, SOUHEGAN VALLEY MOTORSPORTS The Souhegan Valley Motorsports 2025 Scott Mullin Memorial Ride took place on Sunday, August 3. It was truly a day for the memory books. A beautiful morning set the stage for a perfect ride, without a cloud in the sky and 80-degree temperatures, it truly felt like Scotty was watching over everyone with a big old Scott smile. More than 100 motorcyclists and enthusiasts converged on SVM with smiles on their faces and Scott in their hearts. While we snacked on Erica’s delicious homemade muffins and coffee, the air filled with Scotty’s favorite tunes, lively conversation between friends, laughter and an unmistakable variety of exhaust notes as motorcycles rolled in. Every year, we meet new people who are happy to contribute to the cause we champion in Scott’s name — some who never even had the chance to meet him. It moves us deeply to see such heartfelt support for our efforts and to make new friends in the process. Every year, we raise funds in his name — The Scott M. Mullin Memorial Fund benefits the powersports program at Manchester Community College, helping to grow our beloved industry with local talent. The scholarship will help those in need of financial assistance for classes, books or tools. These young men and women will go on to become the mechanics who service your vehicles and toys in the region for years to come! Thanks to all of you, we have raised over $100,000 in Scott’s name, and that money will continue to give aspiring students the financial support they need to achieve their powersports goals and grow our industry! If you are interested in taking part in the event next year — either as a rider or a contributor — reach out! Stop by the dealership, say hi to the team and follow us on social media for event notifications when we begin planning the next one. You can also check out our YouTube channel for video recaps of all previous Scott Mullin Memorial Rides and more! Huge thank you to everyone who helps on this from local to state police departments, as well as businesses and individuals from the community. THANK YOU for your continued help, support and consideration! To learn more, scan the QR code. https://mccnh.edu/mcc-power-sports-scholarships-awarded/ 14
IMPROVING YOUR DEALERSHIP’S REPUTATION Consumer complaints are an inevitable part of doing business. How you respond can shape your dealership’s reputation and have lasting impacts on your customer relationships. At NHADA, we work alongside our members to support fair, consistent and professional resolutions to every complaint. Here are a few tips and how NHADA can support you along the way: 1. LISTEN FIRST Customers want to be heard. Encourage your team to listen without jumping in, confirm what they’ve heard to make sure they understand and respond with empathy. NHADA Support: It often helps to have a neutral third party involved. I can pass along unbiased information, remove the emotional element from tough situations and make sure communication stays respectful and professional. The back-and-forth communication can be time-consuming, so leave that part to me. I’ll handle it and keep you updated. 2. HAVE A CLEAR PROCESS Having a consistent way of addressing complaints makes life easier for you, your customers and your team. Everyone should know who handles what, how to document issues and when something needs to be escalated. NHADA Support: When you’re dealing with an unhappy customer, feel free to reach out to AutoCAP. I’ve seen what works (and what doesn’t), and I’m happy to talk it through with you. While I don’t provide legal advice, I can connect you with our legal and compliance partners if you need someone to take a closer look at your situation. 3. LEARN FROM IT If you keep encountering the same kinds of complaints — like confusion about paperwork or service expectations — something in your process might need a second look. And don’t underestimate the power of following up with a customer afterward. Taking the time to check in shows that you care and can turn a negative experience (or review) into a positive one. NHADA Support: I track complaints from dealerships across the state. I am happy to share the trends we’re seeing and even help identify patterns at your own store. We can also recommend forms and materials to support dealership accountability and improve customer understanding before issues arise. Whether you’re looking for a second opinion, ideas for resolving a specific issue or a connection to legal or compliance support, I’m here to help. Conversations are confidential, and the goal is always the same: finding fair, practical solutions that work for everyone involved. Please reach out to me at rmalkin@nhada.com or (603) 224-2369. Scan the QR code to learn more. https://www.nhada.com/resources/autocap BY RACHEL MALKIN AUTOCAP COORDINATOR, NHADA 15
The Managed Care Program NHADA WCT utilizes is Windham Group Work Injury Network (WIN). WIN provides us with a network of specialized doctors and health care providers. These providers are considered the best in New Hampshire in their fields of expertise. As part of a Managed Care program, the injured worker must be treated within the Managed Care network. There are exceptions to this, as stated by the Department of Labor in the Labor Regulation LAB 700. An example would be if someone has been treated for the same or similar condition within the last six months. In that case, if their physician was not in the network, they could choose to continue to be treated by that physician. Other exceptions can be discussed directly with the NHADA WCT nurse case manager. Using the Managed Care network of providers allows the injured worker to access medical care with a specialist right away, as opposed to personal medical issues, where, in most cases, they must first be seen by their primary care provider to obtain a referral. This is a great benefit and provides the injured worker with medical care specific to their injury as quickly as possible. If an injured worker refuses to be treated within the Managed Care network, they may be responsible for paying their medical bills. Employees and NHADA WCT members must remember to call the NHADA WCT nurse case manager, Marta Silakka, immediately after an injury occurs so that she can help the employee choose the best network provider based on the injury. When injured workers are aware of Managed Care and the workers’ compensation process, they can have their injuries promptly treated with the most appropriate specialty provider, which results in faster healing and prompt return to work and normal activities. Marta Silakka can be reached at (603) 224-2369 or msilakka@nhada.com. Scan this QR code for the Managed Care trifold. https://4829685.fs1.hubspotusercontent-na1.net/ hubfs/4829685/managed%20care%20trifold.pdf Scan this QR code for the Managed Care poster. https://4829685.fs1.hubspotusercontent-na1.net/ hubfs/4829685/Managed%20Care%20Poster.pdf Scan this QR code for a sample letter to send to your employees. https://4829685.fs1.hubspotusercontent-na1.net/ hubfs/4829685/XYZ%20MC%20ee%20ack%20letter.doc.rtf As part of the NHADA Workers’ Compensation Trust (NHADA WCT), you are part of our mandatory Managed Care program. In New Hampshire, Managed Care has been proven to help control workers’ compensation costs. Reducing this cost helps lower the premium employers pay for workers’ compensation coverage, and for NHADA WCT members, it increases the money available for rebates. The time to find out you are a participant in Managed Care is not the date of injury. Employees need to be trained in advance of an injury so that they know they are participants in a formal Managed Care program and they need to know what to do when an injury occurs. Employees must be provided with the NHADA Managed Care trifold at the time of hire and the NHADA Managed Care poster should be posted in clear view of all employees. Workplace injuries must be handled differently from personal health conditions. The employees’ primary care physician is there to treat non-work-related conditions. Our Managed Care network physicians understand the importance of prompt treatment and prompt referrals to specialty providers to maximize healing and resumption of activities in and out of work. Emergency rooms must be reserved for life-threatening injuries; most injuries can be treated at urgent care centers such as Convenient MD, and if necessary, they will refer to the emergency room or a higher level of specialty. A call to our nurse case manager, Marta Silakka, immediately after an injury occurs is the best way to begin the workers’ compensation process. A common misconception in medical care is that the emergency room is the best place to seek medical treatment for any type of injury. The emergency room is the best place to treat “emergencies,” which means life-threatening injuries or illnesses. Presenting to an emergency room with non-life-threatening injuries can delay care for others who may need it. It can clog up an emergency room and delay the care for your injured worker. Time away from work to treat an injury can be significantly longer when treatment is sought at an emergency room. It may take much longer to get the medical records to determine if the claim is compensable; therefore, we may deny the claim until we receive the medical records. Treatment at emergency rooms is costly compared to that at an occupational medicine clinic. It also takes months, if not longer, to receive the billing, which means claims stay open longer. DO YOUR EMPLOYEES KNOW ABOUT MANAGED CARE? BY MARTA SILAKKA NURSE CASE MANAGER, NHADA WCT 16
WELCOME TO CARMYN, NHADA’S NEW DIAMOND PARTNER Bringing Fueling Solutions Direct to You NHADA is proud to welcome Carmyn as our newest Diamond Partner, bringing innovation, convenience and true peace of mind to members across New Hampshire. Carmyn specializes in on-site refueling, delivering fuel directly to your location through expertly installed and maintained tanks. What really sets Carmyn apart is the way they simplify the process from start to finish: handling all permitting, compliance and regulatory details so your team can stay focused on business, not paperwork. By taking care of the red tape, Carmyn makes it easier than ever for dealerships and service centers to keep vehicles, equipment and operations running smoothly, all without the hassle of off-site fueling or complicated logistics. NHADA is thrilled to partner with a company that shares our commitment to efficiency, safety and service. Please join us in welcoming Carmyn to the NHADA family, we look forward to seeing the impact of their expertise across our industry! For more information, visit www.carmyn.com/ or reach out directly at (617) 352-5796 to learn how on-site refueling can benefit your business. 17
STAYING COMPLIANT WITH HAZARDOUS CHEMICALS AND SDS REQUIREMENTS IN NEW HAMPSHIRE’S AUTOMOTIVE INDUSTRY BY BRIAN DUPLESSIS LOSS PREVENTION SUPERVISOR, NHADA Request more info about NHADA’s new SDS management software by scanning the QR code above and read more about it on pg. 19.* Auto dealerships and service centers work with a wide range of hazardous materials — from brake cleaners and solvents to paints, refrigerants and fuels. Federal OSHA regulations and New Hampshire’s Workers’ Right-to-Know Law require strict management of these chemicals, including up-to-date Safety Data Sheets (SDS) and a complete inventory. FEDERAL REQUIREMENTS Under OSHA’s Hazard Communication Standard (29 CFR 1910.1200), every employer must: • Maintain a written Hazard Communication program listing all hazardous chemicals on site. • Keep an SDS for each hazardous chemical and make them readily accessible to employees on every shift. • Ensure proper labeling of shipped and workplace containers. • Train employees at hire and when new hazards are introduced. • Retain SDS or exposure records for 30 years under OSHA recordkeeping rules (29 CFR 1910.1020). 18
Facilities exceeding certain quantities must also comply with the Emergency Planning and Community Right-to-Know Act (EPCRA), which requires submitting chemical inventories (Tier II reports) by March 1 each year. NEW HAMPSHIRE-SPECIFIC REQUIREMENTS In addition to federal law, New Hampshire’s Workers’ Right-to-Know Law (RSA 277-A) requires employers to: • Respond to SDS requests from employees within 72 hours. • Send SDS, including storage locations and extinguishing agents, to the local fire department. • Post workplace hazard notices where employees can see them. • Maintain SDS for 30 years, submitting them to the New Hampshire Department of Labor if the business closes or relocates. THE COMPLIANCE CHALLENGE FOR DEALERSHIPS Managing multiple service bays, dozens of chemical products and constant product turnover can make compliance a moving target. Paper SDS binders become outdated quickly, and tracking inventory quantities for EPCRA reporting is tedious without a system. *NHADA’S SOLUTION: SAFETY DATA CLOUD This year, NHADA teamed up with Direct Link Corporation, an automotive software company with over 30 years of experience, to build a program to streamline SDS management. It was built to take the hassle — and risk — out of chemical compliance for your businesses. Here’s how it works. Managed Accounts Members of the NHADA Workers’ Compensation Trust will have their chemical inventories fully managed by their loss prevention representative. This means after your account has been created, we’ll be scanning your products to build your inventory and training your staff on the utilization of the program. Key features include: • Multi-Store Management: Navigate between your locations, seamlessly managing and viewing your chemical inventory. • Barcode Scanning: Scan product barcodes to quickly add new data sheets to your library. • QR Code Poster: Post a live QR code in your store for quick access to your chemical inventory. Self-Managed Accounts If you aren’t a member of the NHADA Workers’ Compensation Trust, this program is for sale and available to the public for use. For an annual rate of $349, an NHADA employee can set your account up and even take inventory. By automating SDS access, inventory tracking and reporting prep, Safety Data Cloud helps businesses focus on service — not scrambling during an inspection or emergency. For questions, please contact safety@nhada.com. WHAT DID DEALERSHIP TRANSACTIONS IN GREATER NEW ENGLAND LOOK LIKE IN 2024? The Phillips Report is the only publication that specifically speaks to auto dealership transaction values, trends and trajectories in the New England and New York market areas. DOWNLOAD THE 2024 YEAR END REPORT WWW.NANCYPHILLIPS.COM 19
WELCOME TO OUR NEW 2025 PARTNERS DIAMOND GOLD SILVER BRONZE OPENLANE Nicholas Kelly Digital wholesale marketplace and auction Capital Dealer Services Group Sean Skinner F&I, training, compliance, products and sales Carmyn Inc. Ben Slayden On-site energy services (fuel, EV charging, solar and hydrogen) Dealer Merchant Services Amberly Allen Surcharging, compliance, CSI, customization and training Financial Strategies Retirement Partners Travis Labrie 401(k) advisory and consulting BlueLion LLC Alison Milioto HR consulting Competitive Energy Services Larry Pignataro CES Jewett Construction Co. LLC Dan Ray Design and construction Johnson Group PC Christopher Johnson CPA firm MB2 Restore Joe Ebert Mitigation, mold, trauma, board-up and building Twelve Points Taylor Duffy Growth capital, succession, and estate planning, and asset diversification We’re proud to introduce our newest 2025 NHADA Association Partners. These businesses share our commitment to supporting New Hampshire’s motor vehicle industry and strengthening our community of dealers and professionals. Their partnership plays a vital role in advancing our mission. Please join us in welcoming them to NHADA and keep them in mind when choosing businesses to support. BY KALEENA GUZMAN DIRECTOR OF MAJOR EVENTS & PARTNERSHIP PROGRAM, NHADA
UNDERSTANDING THE REDUCE MY COSTS PROGRAM FROM HARVARD PILGRIM HEALTH CARE BY CHELSEY GAUDET LICENSED INSURANCE PRODUCER, NHADA When it comes to health care, where you go for services can make a big difference in what you pay. Harvard Pilgrim Health Care’s Reduce My Costs program helps members make informed choices about outpatient medical services — while potentially lowering out-of-pocket expenses. Most fully insured plans include the program (with the exception of the Littleton Options HMO). WHAT THE PROGRAM OFFERS Think of Reduce My Costs as your personal health care concierge. Members are connected with experienced nurses who can guide them to high-quality, cost-effective providers for a variety of outpatient services, including: • MRI and CT scans • Lab work • Mammograms • Colonoscopies Your nurse can compare provider costs, help schedule appointments and even assist with paperwork — making the process simpler and less stressful. WHY IT’S WORTH CONSIDERING • Clear Cost Comparisons: Prices for the same procedure can vary greatly depending on the provider. The program shows you these differences up front. • Meaningful Savings: Choosing a lower-cost provider can lead to substantial savings. In fact, the average savings for services like MRIs or colonoscopies can exceed $1,000.¹ • Added Incentives: For some qualifying services, you may earn an e-gift card reward if your provider meets Harvard Pilgrim’s cost-saving criteria.² HOW TO ACCESS THE PROGRAM Reduce My Costs is available Monday-Friday, 8 a.m. to 6 p.m. ET. Members can connect with a nurse by calling (855) 772-8366 or using Harvard Pilgrim’s online chat service.³ Before you get started, confirm that your plan includes the program and check whether a referral or prior authorization is needed. KEY DETAILS TO KEEP IN MIND • Eligibility: Confirm with your employer or review your plan documents. • Rewards: Not all services qualify, and terms vary by plan and state. Rewards may be considered taxable income. • Coverage Rules: Standard plan requirements, such as referrals or prior authorizations, still apply. ¹ Service pricing varies by provider type and location. Based on Harvard Pilgrim data (Q1 2024). ² Rewards are offered only on services meeting specific savings thresholds. ³ Standard coverage rules still apply. 21
THE 2025 END OF SUMMER COLLECTION Port Authority® Silk Touch™ Performance Colorblock Stripe Polo Item#K547 Nike Women's Dri-FIT Players Modern Fit Polo Item#811807 Item#8300 Gildan® DryBlend® 50 Cotton/50 Poly Pocket T-Shirt Gildan® Women's Heavy Cotton™ 100% Cotton T-Shirt Item#5000L CornerStone® Select Snag-Proof Tactical Polo Item#CS410 Item#PC55T Port & Company® Tall Core Blend Tee 22
Visit Apparel.LotDrop.com to see all the sizes and color options or give us a call at 603-224-2369 Item#F905 Port Authority® Collective Striated Fleece Jacket Port Authority® Fast Break Cinch Pack Item#BG613 New Era ® Game Day Cinch Item#NEB600 OGIO® Sonic Sling Pack Item#412046 Port Authority® Women's Collective Tech Outer Shell Jacket Item#L920 Item#J921 Port Authority® Collective Tech Soft Shell Jacket Interested in adding your logo/brand to any of the above items? Contact our products team at (603) 224-2369 or nhadservices@nhada.com. View the full catalog at apparel.lotdrop.com, or scan the QR code. 23
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. Learn more at nhada.com/partnership-program/partners. THANK YOU, 2025 NHADA PARTNERS! BRONZE ACV Aftermarket F&I America’s Auto Auction Boston Armatus Dealer Uplift Auto Auction of New England Bellwether Community Credit Union BlueLion LLC Brown & Brown Dealer Services Competitive Energy Services ConvenientMD Urgent Care Cross Insurance Drayton Distributors of New England, BG Products Enterprise Rent-A-Car Horsch/Lappen’s Garage Equipment Huntington National Bank iHeart Media Jewett Construction Co. LLC Johnson Group PC KeyBank MB2 Restore Mike’s Equipment Repair Nancy Phillips Associates Inc. Northeast Auto Auction Portfolio Primary Bank ProActive™ Leadership Group Rockland Trust Company Sullivan Tire®/Lift Works Corp. Syvertsen Rigosu Architects PLLC TD Bank/TD Auto Finance TR2 Corp./LSI Industries Triplet Computers LLC Twelve Points ZURICH PLATINUM Gordon-Darby NHOST Services Inc. NHAD Services Inc., Insurance Division NHAD Services Inc., Products Division NHADA Workers’ Compensation Trust WMUR-TV/WMUR.com New Hampshire DIAMOND Capital Dealer Services Group Carmyn Inc. ComplyAuto Dealer Merchant Services GOLD Bank of America Merrill Lynch Bernstein, Shur, Sawyer & Nelson, P.A. Cox Automotive Inc. Harvard Pilgrim Health Care OPENLANE STAPLES Contract & Commercial LLC TRUECar TSS Advisors LLC Withum SILVER Albin, Randal & Bennett Ally ArentFox Schiff Auto Use Clean Harbors Environmental Services Financial Strategies Retirement Partners JM&A Group McLane Middleton Northeast Delta Dental Sanel NAPA Sheehan Phinney St. Mary’s Bank Wipfli CPAs and Consultants 24
BY THE NUMBERS UNEMPLOYMENT RATES BY AREA United States New England Connecticut Maine Massachusetts New Hampshire Rhode Island Vermont May 4.2% 4.2% 3.8% 3.4% 4.8% 3.1% 4.9% 2.6% June 4.1% 4.2% 3.8% 3.3% 4.8% 3.1% 4.8% 2.6% July 4.2% 4.2% 3.8% 3.2% 4.8% 3.1% 4.8% 2.6% 25
NHADA MEMBERSHIP MILESTONES Q3: July 1, 2025-Aug. 30, 2025 YEARS OF MEMBER JOIN DATE MEMBERSHIP Chrysler Dodge Jeep Ram of Claremont 7/17/2020 5 Key Chrysler Dodge Jeep Ram of Rochester 8/31/2020 5 Motorcar Alternatives LLC 8/16/2005 20 Kar Kraft of Gilford 7/6/1995 30 Medlyn Motor Inc. 7/1/1985 40 K.A.R.S. 7/10/1985 40 The New Hampshire Automobile Dealers Association is proud to honor its members’ milestone membership anniversaries. We are celebrating those who have continued to show their commitment and dedication throughout the years. We thank our faithful members for helping us reach over 100 years as an association, and we look forward to many more years of serving excellence to all our members. NEW MEMBERS BILL DUBE KIA 40 Dover Point Rd. Dover, NH 03820 (603) 842-8700 Owner/Main Contact: Debbie Dube-Reed MCFARLAND NISSAN 151 Portsmouth Ave. Exeter, NH 03833 (603) 519-3533 Owner/Main Contact: Christopher Lane 26
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