FEDERAL ANNUAL INSPECTIONS: DEALERS & CARRIERS PG. 8 SCHOLARSHIP & INDUSTRY NIGHT PG. 20 VOL. 7 | NO. 05
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. 05 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 Facing a Business Challenge? Our Partners Have the Solution By Dan Bennett, REM, IOM, CAE, President, NHADA A Message From the Chairman 6 The Power of Volunteerism Building a Stronger Industry Together By Jason LaCroix, Chairman, NHADA NADA Update 7 NADA Show 2026 Preview By David Hammer, Contemporary Automotive Group, NADA Director 8 The Federal Annual Inspection What Dealers and Carriers Need to Know By Jay O’Leary, Government Relations & Compliance Specialist, NHADA 10 NH Auto Careers Hits the Road with Automotive Career Exploration Trailer 11 Welcoming Capital Dealer Services Group NHADA’s New Diamond Partner and Endorsed F&I Provider 12 2025 Career Day at Manchester Community College Inspiring Future Automotive Professionals 14 NHADA School Safety Presentations Keeping the Future Industry Safe By Matt Foster, Senior Loss Prevention Consultant, and Dustin Howe, Loss Prevention Consultant, NHADA 15 Doors Are Officially Closed Carbon Monoxide Issues in Member Service Departments By Brian Duplessis, Loss Prevention Supervisor, NHADA 16 Surcharging Explained What Dealerships Should Know By Amberly Allen, Founder, Dealer Merchant Services 17 Employee Benefits That Work for You By Chelsey Gaudet, Licensed Insurance Producer, NHADA 18 Employee Motor Vehicle Accidents WC or Auto Insurance? By Deborah Handrahan, WCT Supervisor, and Pete Sheffer, Vice President and Director of Insurances, NHADA 20 Investing in the Future of New Hampshire’s Automotive Workforce By Kaleena Guzman, Director of Major Events & Partnership Program, NHADA 22 Matthew Robillard First in New Hampshire to Earn an Associate Degree while Completing an Automotive Technology Registered Apprenticeship By Cookson Communications 23 Industry-Specific Driver and Winter Safety Training Pair Nicely This Time of Year By Brian Duplessis, Loss Prevention Supervisor, NHADA 24 Your Dealership, Your Future Why an Evaluation Matters By Nancy Phillips Associates 26 LotDrop The 2025 Winter Collection 28 Thank You, 2025 NHADA Partners! 29 By the Numbers 30 NHADA Membership Milestones Sept. 1, 2025-Oct. 31, 2025 30 NHADA New Members 3
A MESSAGE FROM THE PRESIDENT FACING A BUSINESS CHALLENGE? OUR PARTNERS HAVE THE SOLUTION These trusted partners provide valuable products and services that keep our members competitive, efficient and compliant, all while supporting the mission of NHADA. BY DAN BENNETT, REM, IOM, CAE PRESIDENT, NHADA Running a dealership or business in today’s automotive landscape comes with no shortage of challenges. From shifting regulations and technology changes to financing, staffing and compliance, there is always something new to navigate. Fortunately, NHADA members don’t have to face these challenges alone. Through our Association Partnership Program (APP), more than 60 businesses are ready to support New Hampshire’s motor vehicle industry. These trusted partners provide valuable products and services that keep our members competitive, efficient and compliant, all while supporting the mission of NHADA. We are especially thankful for our Association Partners. Their continued support helps make so much possible, from educational programming to training opportunities, and even helps keep member dues in check. Please take a moment to review these partners. If you already do business with them, let them know you appreciate their partnership with NHADA. And if a partner reaches out, take a moment to hear what they have to offer; you may find your next great solution right within the NHADA network. Our partners represent every corner of the industry. We have partners for nearly all sectors of the motor vehicle business, including banking and auto financing, F&I and aftermarket products, legal services, automotive auctions, shop equipment and accounting expertise, to name just a few. No matter your challenge, there is an NHADA partner ready to help your business thrive. To make it easy, NHADA members can explore our online Partner Directory, an exclusive member resource designed to connect you directly with the right experts. Each partner listing includes a brief description of their services and a simple inquiry form so you can reach out directly. Supporting NHADA partners strengthens the entire association. Their investment in our programs, training and resources ensures that together, we are building a stronger, more resilient automotive industry in New Hampshire. Support those who support you. Visit the NHADA Partner Directory today and discover how our partners can help your business succeed. Scan the QR code to explore the directory. https://www.nhada.com/ partnership-program/partners 4
A MESSAGE FROM THE CHAIRMAN THE POWER OF VOLUNTEERISM Building a Stronger Industry Together BY JASON LACROIX CHAIRMAN, NHADA Volunteerism has always been the heartbeat of our association. The automotive community in New Hampshire is built on relationships, shared purpose and a genuine desire to move our industry forward. When our members give their time and talents, the results reach far beyond their own businesses. They strengthen the foundation that keeps New Hampshire’s automotive sector growing and thriving. There are many ways to get involved. Some members volunteer through NHADA committees or the board of directors, helping to guide programs, policies and initiatives that support our collective success. Others serve as mentors to students and apprentices, offering real-world insight and helping young people see a future in the automotive trades. Volunteers also play an important role in career fairs, training events and school visits (see photo to the left), where a conversation or demonstration can spark lifelong interest in a high-demand career. Many also choose to advocate at the State House, ensuring the automotive industry’s voice is heard on issues that matter to our businesses and employees. Volunteerism extends well beyond our association walls. Members regularly support the NHADA Foundation’s scholarship programs, participate in safety and workforce development initiatives and give back through community service projects that strengthen the reputation of our industry as a trusted, people-focused profession. WHY IT MATTERS Every hour volunteered, every student mentored and every meeting attended contributes to a stronger, more sustainable future for our industry. Volunteerism builds our workforce pipeline, enhances our public image and ensures the next generation of automotive professionals inherits an industry that is respected, resilient and ready to grow. GET INVOLVED • Serve on a committee or the NHADA Board. • Mentor a student or apprentice. • Volunteer at a career fair or school visit. • Participate in advocacy efforts. • Support foundation scholarship programs. • Host a shop tour or training event. To get involved, contact support@nhada.com today! 6
NADA UPDATE NADA SHOW 2026 PREVIEW BY DAVID HAMMER CONTEMPORARY AUTOMOTIVE GROUP, NADA DIRECTOR NADA Show has long been known as the place where the auto retail industry comes together to learn, network and discover new solutions. In 2026, we’re raising the bar even higher with fresh programming, a reimagined schedule and more opportunities to engage. Here’s what’s new: A MIDWEEK SHOW We’re shifting to a new Tuesday-Friday schedule. That means easier travel, fewer weekend conflicts and more time to focus on what matters most: your dealership’s future. AN EXPANDED EXPO The hub for innovation just leveled up. With the expansion of the North Hall, the 2026 NADA Expo will deliver our biggest marketplace yet — 600+ exhibitors, thousands of solutions and endless opportunities you can’t afford to miss. PRODUCT DEMO STAGE Looking for the newest ideas and innovations? Get a front-row seat as exhibitors take the stage to showcase the products, technologies and solutions shaping your dealership’s future. These fast-paced demos deliver fresh ideas and real insights in under 15 minutes. From AI to EV to digital retailing, meet the innovators behind the solutions and see what’s new, what’s next — and what’s built to boost your bottom line. SUPER SESSIONS ON EMERGING TOPICS In 2026, there are two Super Sessions — deep-dive workshops on the most pressing issues facing dealerships — you won’t want to miss. On Day 1, we’ll explore whether artificial intelligence is a disruptive threat or the ultimate competitive advantage for modern dealerships. We’ll wrap up the show with a discussion on what’s next in vehicle sales and the changing landscape of automotive retail. And there’s so much more! Whether you’re looking to sharpen your operations, explore new technologies or expand your network, NADA Show 2026 will deliver the tools and insights you need to shift into high gear. 7
BY JAY O’LEARY GOVERNMENT RELATIONS & COMPLIANCE SPECIALIST, NHADA Even as New Hampshire transitions away from its long-standing state vehicle inspection program, one crucial fact remains: Federal law still requires many commercial vehicles to undergo a Federal Annual Inspection every 12 months. This inspection, governed by the Federal Motor Carrier Safety Regulations (FMCSRs), serves as the foundation of the nation’s effort to keep commercial vehicles mechanically safe and roadworthy. WHAT IS THE FEDERAL ANNUAL INSPECTION? Under 49 CFR §396.17, every commercial motor vehicle (CMV) operated in interstate commerce, or certain intrastate operations that meet federal definitions, must pass a full safety inspection each year. The process ensures that trucks, buses and trailers meet the minimum standards for safe operation as outlined in Appendix G to the FMCSRs. The requirement applies to several categories of vehicles, including: • Those with a gross vehicle weight rating (GVWR), gross combination weight rating (GCWR) or actual weight of 10,001 pounds or more. • Vehicles transporting hazardous materials requiring placards under 49 CFR Part 172. • Passenger vehicles designed to carry more than eight passengers for hire, or more than 15 if not for hire. In short, if a vehicle is used in commerce and meets these thresholds, it must undergo and pass the federal inspection annually. THE PURPOSE BEHIND THE REQUIREMENT The intent of the Federal Annual Inspection is simple: to prevent crashes caused by vehicle defects and ensure uniform national safety standards. Federal regulators recognize that even minor mechanical failures, such as worn brakes or steering issues, can lead to catastrophic consequences when they occur on large or heavy vehicles. By requiring consistent, documented inspections, the Federal Motor Carrier Safety Administration (FMCSA) helps maintain accountability among carriers, drivers and maintenance facilities across all states. WHO CAN PERFORM THE INSPECTION? The inspection must be carried out by a qualified inspector — someone with the training, knowledge or experience necessary to accurately evaluate the condition of commercial vehicles. Under 49 CFR §396.19, an inspector must understand the methods, procedures, tools and equipment used to perform safety inspections and must be able to identify when a component fails to meet federal standards. Qualified inspectors may include: • A carrier’s own maintenance employee with documented qualifications. • A licensed dealer or commercial garage meeting FMCSA standards. • A third-party inspection service or technician certified through a recognized training program. Importantly, if you were once a certified state inspector licensed to conduct safety inspections on the same class of vehicle you intend to inspect, you are considered qualified THE FEDERAL ANNUAL INSPECTION What Dealers and Carriers Need to Know 8
to perform Federal Annual Inspections on that vehicle class under FMCSA guidelines. This recognition reflects the equivalency between the knowledge and training required for state safety inspection certification and the federal qualification standards. Motor carriers are responsible for maintaining records showing each inspector’s qualifications and the results of every inspection performed. WHAT THE INSPECTION COVERS The Federal Annual Inspection is a thorough, component-by-component review of the vehicle’s safety systems. Inspectors must examine and verify the condition of each item listed in Appendix G, including: • Brakes: Service and parking brakes, drums, rotors, hoses, linings and warning devices. • Steering: Steering column, gearbox, linkage and power assist components. • Lights and reflectors: Headlamps, tail lamps, turn signals, clearance lamps and reflectors. • Tires and wheels: Tread depth, inflation and evidence of cracking or missing lugs. • Windshield and wipers: Clear visibility and proper operation. • Coupling devices: Fifth wheels, pintle hooks and safety chains. • Suspension and frame: Springs, torque arms, bushings, cracks and corrosion. • Fuel and exhaust systems: Leaks, secure mounting and proper routing. • Emergency equipment: Fire extinguisher, warning triangles and spare fuses. Each inspection must be documented using a Federal Annual Inspection Report or an equivalent form that meets FMCSA standards. DOCUMENTATION AND RECORDKEEPING Compliance does not end when the inspection is complete. Carriers are required to keep a copy of the inspection report for 14 months from the date it was performed. Each commercial vehicle must also display a valid inspection decal or carry a copy of the report inside the vehicle. If the vehicle fails the inspection, the defects must be corrected before it is returned to service. Operating without a valid annual inspection can lead to citations, fines and possible out-of-service orders. RELATIONSHIP TO STATE INSPECTIONS It’s important for New Hampshire dealers and repairers to understand that the repeal of the state’s annual inspection program does not affect the federal requirement for commercial vehicles. Even in the absence of a state-mandated safety inspection, commercial vehicles operating in interstate commerce, or under FMCSA authority, must still comply with the annual inspection provisions of 49 CFR §396.17. In other words, while personal vehicles may no longer require a yearly inspection starting in 2026, commercial motor vehicles will still be required to undergo one annually under federal law. STATE INSPECTORS — YOU MAY ALREADY BE QUALIFIED If you were once a certified New Hampshire state inspector licensed to inspect the same vehicle class you intend to inspect under federal law, you are already qualified to perform a Federal Annual Inspection on that vehicle class. The FMCSA recognizes prior state certification as meeting the training, knowledge and experience standards outlined in 49 CFR §396.19. In practice, this means: • Former state inspectors do not need to obtain a new federal credential. • You must still document your qualification (such as keeping a copy of your former state license or training record). • Inspections must follow Appendix G of the FMCSRs and be recorded on a compliant Federal Annual Inspection Report. For many New Hampshire dealers and technicians, this offers a smooth transition: existing expertise and inspection experience carry forward under the federal framework. WHAT YOU SHOULD KNOW Those who sell or service commercial vehicles can play a key role in maintaining compliance. Those with qualified technicians and proper documentation may be able to perform Federal Annual Inspections for customers, providing a valuable service to fleets and carriers. FINAL THOUGHTS As New Hampshire navigates changes to its inspection framework, federal safety obligations remain unchanged. The Federal Annual Inspection serves as the minimum national standard for ensuring that the vehicles traveling on our roads are mechanically sound and safe to operate. For carriers, technicians and dealers, maintaining compliance is not just a legal requirement; it’s a commitment to the safety of everyone who shares the highway. 9
NH AUTO CAREERS HITS THE ROAD WITH AUTOMOTIVE CAREER EXPLORATION TRAILER The New Hampshire Automotive Education Foundation has taken career exploration to the next level with the launch of the NH Auto Careers Exploration trailer — a 24-foot mobile showcase designed to spark interest in automotive and transportation careers across the Granite State. Supplied by Ron’s Toy Shop in Manchester, New Hampshire, the Carmate trailer is towed by a Ram 2500 outfitted with a Rocky Ridge package generously donated by Rocky Ridge. Wrapped in bold, eye-catching graphics, the trailer brings the energy of the industry directly to schools, career fairs and community events. HANDS-ON INDUSTRY SECTIONS The trailer is divided into interactive sections representing key areas of the industry: • Powersports: Featuring a fuel-injected throttle body, carburetor and clutches from Manchester Community College, plus a Suzuki GSXR front fairing and wheel donated by Souhegan Valley Motorsports. • Diesel Technology: Showcasing a MACK turbo and diesel injectors from White Mountains Community College. • Collision Repair: Complete with body repair tools, a spray gun and a fender displaying varying levels of real-world damage, all contributed by Nashua Community College. • General Automotive: Highlights include a cylinder cutaway from Seacoast School of Technology, a four-stroke engine and rear differential from Salem High School, an alternator from Megatech, and an interactive electrical circuit board from Sugar River Valley Technical Center. Visitors can also try their hand at the crowd-pleasing “tire changing speed wrench challenge.” FAN FAVORITES Beyond the technical equipment, the trailer features engaging experiences that capture attention across all ages. Guests can test their skills in a race car simulator, practice their precision in a welding simulator and even take part in friendly competitions with RC car racing around the trailer. In addition to the fun and games, the trailer also has a highlight wall that showcases the 20 high school and five community colleges that offer automotive education in New Hampshire. INSPIRING THE NEXT GENERATION The goal of the NH Auto Careers trailer is simple: bring the automotive industry to life for young people across New Hampshire. By offering a hands-on look at the skills, tools and technologies used by today’s professionals, the trailer serves as a powerful recruitment tool. As the trailer tours schools, businesses and events statewide, NH Auto Careers continues to drive home one message: The automotive industry is full of possibilities, and the road to a successful career starts here. 10
WELCOMING CAPITAL DEALER SERVICES GROUP NHADA is excited to welcome Capital Dealer Services Group as a Diamond Partner and our newly endorsed F&I provider, bringing expert finance and insurance solutions tailored for today’s dealerships. Selected after a thorough vetting process, Capital Dealer Services Group stood out for its commitment to helping NHADA members drive profitability, compliance and customer satisfaction. Their comprehensive suite of F&I products and training empowers dealers to create value at every step of the sales process, while keeping the customer experience front and center. As our endorsed partner, Capital Dealer Services Group is here to support your team with the tools, expertise and responsive service you need to stay competitive in a changing market. From product innovation to compliance guidance, they bring a partnership mindset that aligns perfectly with NHADA’s mission of strengthening and serving our industry. Please join us in welcoming Capital Dealer Services Group to the NHADA family. We look forward to the difference their expertise will make for our members across New Hampshire. For more information on Capital Dealer Services Group and how they can support your dealership, contact Sean Skinner by emailing sskinner@capitaldsg.net or calling (603) 660-3647. NHADA’s New Diamond Partner and Endorsed F&I Provider 11
2025 CAREER DAY AT MANCHESTER COMMUNITY COLLEGE Inspiring Future Automotive Professionals More than 800 middle and high school students from across New Hampshire gathered at Manchester Community College for the 2025 Automotive Career Day. The event, hosted in partnership with the Community College System of New Hampshire, provided students with the opportunity to explore degree-based automotive technology programs and connect directly with industry leaders. Automotive instructors, NHADA members and manufacturer representatives joined forces to showcase training opportunities, demonstrate the latest vehicles and highlight career paths available in today’s evolving automotive industry. “New Hampshire’s auto industry is full of opportunity,” said Dan Bennett, president of NHADA. “We have the programs, instructors and technology in place. What we need now are students ready to step in and build their careers. Career Day is about sparking that interest and showing young people the possibilities in front of them.” FEATURED GUESTS AND INDUSTRY PANEL This year’s Career Day highlighted several featured guests who brought both career success stories and personal passions: • Josh Schofield, diesel senior master technician, Grappone Ford (Ford Asset Graduate), showcased his pull truck. • Andrew Lavalley, master technician, Grappone Honda, shared his Honda S2000 race car. Students also engaged in live Q&A sessions with an industry panel that shared real-world experiences, challenges, and advice: • Riley Flynn, diesel technician, Grappone Ford. • Mike Lahey, general manager, Collins Business Group. • Noah Alfonso, technician, Ira Toyota. • John Collins, technician, Quirk Chevrolet. HANDS-ON EXPLORATION Students explored display vehicles provided by local dealers and manufacturers, while music and the sound of engines created a lively atmosphere that matched the energy of the day. Many students took the opportunity to speak with instructors about college programs, and some even began the enrollment process on the spot. LOOKING AHEAD The event underscored the promising future of high-tech, high-wage careers in the automotive industry. With hundreds of students leaving inspired and informed, the hope is that many will take the next step toward careers as technicians, managers and leaders in New Hampshire’s auto community. NHADA extends its gratitude to Manchester Community College, the Community College System of NH and Tulley Automotive Group for generously providing lunch for all attendees, as well as to all members and partners who made Career Day a success. 12
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NHADA SCHOOL SAFETY PRESENTATIONS Keeping the Future Industry Safe BY MATT FOSTER SENIOR LOSS PREVENTION CONSULTANT, AND DUSTIN HOWE LOSS PREVENTION CONSULTANT, NHADA By having NHADA conduct HazCom training, Automotive Lift Safety Awareness, and Personal Protective Equipment (PPE) training for high school automotive classes, students receive an early foundation in workplace safety that mirrors real industry standards. These sessions not only help students understand the hazards of chemicals they’ll encounter, the risks involved in using heavy shop equipment like lifts and the importance of proper PPE, but they also reinforce habits that protect them and their peers long before they step into a professional shop. Introducing these topics at the high school level creates safer classroom labs, prepares students to meet OSHA and industry expectations, and builds a culture of safety-minded technicians who will enter the workforce already trained to recognize and prevent accidents. It’s about bridging education with real-world readiness, ensuring students graduate with both technical skills and the awareness needed to keep themselves safe on the job. 14
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). CO 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 have accidents. As the amount of CO 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 the incomplete combustion of burning materials. OSHA sets 35 parts per million of air (ppm) 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 recommends that dealers take action to reduce CO levels to below 20 ppm in the shop and 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. • Install CO level direct reading monitors to identify areas where CO 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 CO 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 safety@nhada.com. Carbon Monoxide Issues in Member Service Departments DOORS ARE OFFICIALLY CLOSED BY BRIAN DUPLESSIS LOSS PREVENTION SUPERVISOR, NHADA 15
SURCHARGING EXPLAINED What Dealerships Should Know BY AMBERLY ALLEN FOUNDER, DEALER MERCHANT SERVICES Auto and truck dealerships are navigating an evolving payment landscape. With the increased use of credit cards for both vehicle purchases and service transactions, processing costs have become a significant expense. One way dealerships consider managing these costs is through surcharging. At the same time, solutions offered by dealer-focused merchant service providers can help balance compliance, customer satisfaction and profitability. WHAT IS SURCHARGING? Surcharging is the practice of adding a fee to a transaction when a customer chooses to pay with a credit card, helping businesses offset credit card processing costs. For example, on a $10,000 vehicle purchase, a 3% surcharge would add $300 to cover the processing fee. While it may seem straightforward, surcharging is subject to several important rules: 1. Credit Only: Surcharges may only be applied to credit card transactions, never debit cards. 2. Disclosure: Dealerships must inform customers before the transaction and itemize the surcharge on receipts. 3. Uniformity: Surcharges must be applied consistently. 4. State Laws: Some states restrict surcharging, though New Hampshire does not. Dealers must still comply with federal and card brand rules. 5. Not a DIY Project: Surcharging requires careful compliance with multiple regulations and card brand rules. Dealerships should not attempt to manage this on their own. Working with a specialized third-party processor, such as Dealer Merchant Services (DMS), ensures proper setup, compliance and ongoing oversight. DEALER MERCHANT SERVICES: AN ALTERNATIVE APPROACH DMS works exclusively with automotive retailers, providing solutions that reduce credit card processing costs while ensuring full compliance and transparency. Key Features: • Dual Pricing Models: This allows dealerships to present clear options to customers based on payment method, maintaining transparency and avoiding hidden fees. • Industry Focus: DMS works exclusively with auto dealers, tailoring its systems and supporting their retail operations. • Compliance Support: Training, signage and processes are provided to help ensure rules are followed correctly. • Potential Savings: By reducing processing costs, dealerships may significantly lower expenses that would otherwise be absorbed. • Integration: Payment solutions often link seamlessly with dealership management systems, simplifying transactions and reporting. NAVIGATING THE COMPLEXITIES OF THE AUTO INDUSTRY For dealerships, managing payment costs involves balancing profitability, compliance and customer relationships. Credit card surcharging is not a DIY project. Automotive is simply too complex to risk being on the wrong side of compliance. Dealer-focused merchant services provide the best pathway for dealers to manage expenses more effectively while maintaining compliance, transparency and customer trust. By working with a partner who understands all facets of the auto and truck business, dealership leaders can confidently manage costs while protecting the customer experience. For additional information, contact Amberly Allen at amberly@dealermerchantservices.com or visit dealermerchantservices.com/nhada. 16
At the NHADA Insurance Division, we put you in the driver’s seat when it comes to employee benefits. We provide true one-stop shopping with access to medical, dental, vision, short-term disability and life insurance plans, giving members the power to shape benefits at the group level and make the choices that work best for their teams. In addition to core coverage, we offer group and voluntary life and disability products as well as worksite plans such as accident, critical illness with cancer coverage and hospital indemnity. Members can also take advantage of flexible benefits, including Section 125 plans, health reimbursement accounts and flexible spending accounts. TRUSTED PARTNERSHIPS FOR QUALITY CARE Through our exclusive partnerships, members enjoy access to trusted providers: • Harvard Pilgrim Health Care: A long-standing partner offering extensive regional and national networks, unique wellness discounts, Doctor on Demand, and fitness reimbursements. • Northeast Delta Dental: A recognized leader in dental coverage, delivering quality products and services for groups of all sizes. • VSP® Vision Care: Personalized eye care from network doctors with low out-of-pocket costs and comprehensive exams designed to catch both eye and health conditions. TOOLS AND SUPPORT AT YOUR FINGERTIPS Our HIPAA-compliant Employer Portal streamlines administration, letting employers add or update employees, manage enrollment changes, review benefits, check census data and view invoices — all in one place. Our dedicated Customer Service team ensures you receive real support from real people, with fast responses and proactive solutions. We also take care of all your COBRA administration at no additional cost, including notifications, premium collection and compliance reminders. COMMITTED TO YOUR SUCCESS The NHADA Insurance Team is here to empower members with comprehensive, affordable benefits while prioritizing health, wellness and peace of mind. Backed by our trusted partners and dedicated support, we’re proud to continue delivering the service and excellence our members deserve. Scan the QR code to get a free quote. Questions? Don’t hesitate to contact me at cgaudet@nhada.com or (603) 224-2369. https://www.nhada.com/quote EMPLOYEE BENEFITS THAT WORK FOR YOU BY CHELSEY GAUDET LICENSED INSURANCE PRODUCER, NHADA
EMPLOYEE MOTOR VEHICLE ACCIDENTS WC or Auto Insurance? BY DEBORAH HANDRAHAN WCT SUPERVISOR, AND PETE SHEFFER VICE PRESIDENT AND DIRECTOR OF INSURANCES, NHADA When an employee is injured in a motor vehicle accident while working, there is frequently confusion as to whether a workers’ compensation claim should be filed. Some employers believe that it should be handled through auto insurance. However, the employees’ injuries must be handled like any other employee injury in the workplace, an Employer’s First Report of Injury must be promptly filed with NHADA WCT, and the injured employee must seek treatment within the company’s managed care network. As in any workplace injury, a call to the NHADA WCT nurse case manager, Marta Silakka, immediately after the injury occurs will ensure that the injured employee receives the most appropriate medical attention possible. The purpose of workers’ compensation is to provide prompt payment of medical bills and disability benefits for employees who are injured in the workplace. When an employee is involved in a motor vehicle accident, no matter how minor is seems at the time, the police must be called to the scene and a police report should be filed. The police will investigate the cause of the accident and determine liability. This is crucial for NHADA to obtain reimbursement of payments made on the injured employee’s behalf from the responsible driver. When a motor vehicle accident occurs in the course of their employment and they sustain injuries, both a workers’ compensation claim and an auto insurance claim should be filed. If the police determine that the other driver is at fault, then the NHADA WCT member should put the responsible insurance carrier on notice of the damage to their vehicle and put the auto carrier on notice that their employee was injured and has sought medical attention. The auto carrier will then open a property damage claim to pay for the member’s damaged vehicle and a bodily injury claim to pay for the injured employee’s injuries and pain and suffering. Frequently, there are different adjusters assigned to each claim. Auto liability cases can be long, drawn-out claims. The auto carrier generally will not make payment on a claim until medical treatment has been concluded, and the injured party has attained maximum medical improvement. At that point, they will negotiate a settlement with the injured employee or their attorney. When the injured employee settles their claim with the auto insurance company for the driver responsible, they will be compensated for their medical bills, lost wages, pain and suffering, and possibly their spouse’s loss of consortium. Workers’ compensation would have already paid the medical bills and, when applicable, 60% of the lost wages relating to the auto accident, and therefore would have a lien against the auto settlement. The injured employee is required to pay back workers’ compensation for the payments that were made on their behalf. The NH Workers’ Compensation Statute, RSA 281-A:13, provides the workers’ compensation carrier or self-insured with this lien. If the injured employee does not pursue a claim against the responsible driver, then RSA 281-A:13 has a provision that allows the workers’ compensation carrier or self-insured to take over the claim 18
to seek reimbursement directly from the auto carrier for payments they made on behalf of the injured employee. The workers’ compensation carrier can pursue the claim directly if the injured employee does not pursue a claim within nine months of the date of the accident. If the injured employee retains an attorney, then RSA 281-A:13 requires that the workers’ compensation carrier waive at least one-third of their lien, as well as their equal share of the attorney’s expenses, as compensation to the attorney for resolving the case. In the event that the responsible party is uninsured, then workers’ compensation would seek reimbursement directly from them. If the responsible party is unwilling to make payment, the workers’ compensation carrier or self-insured has the right to request suspension of the license and registration from the Director of Motor Vehicles, pursuant to Chapter 264 Accidents and Financial Responsibility, Motor Vehicles. Not all auto accidents that occur when the employee is driving are covered by workers’ compensation. In order for an injury to be covered by workers’ compensation, it must arise out of and in the course of the employment. The incident must occur within the time and space of the employment, and it must arise out of a risk or hazard created by the employment. Commuting to and from work, whether in a company car or not, is generally not considered in the course of employment. However, when the employee arrives at the designated parking area at work, they become part of the course of their employment even before they technically punch in. If the employee deviates from the normal delivery route for a personal errand, and/or was under the influence of drugs or alcohol, and was involved in a motor vehicle accident, injuries sustained may not be covered by workers’ compensation. Overall, the process works, although it may sound prolonged, cumbersome or confusing. The injured employee gets the medical attention they need, and it is paid promptly by workers’ compensation. They are promptly paid for their time out of work if the physician feels it is necessary, and generally, they recover and return to their normal lives. The responsible motorist, through their auto insurance, ultimately pays for the injured employee’s pain and suffering, and reimburses workers’ compensation for a portion of the payments of medical and disability benefits. If you have any questions regarding motor vehicle accidents or any other workers’ compensation issue, please contact Deborah Handrahan by emailing dhandrahan@nhada.com or Pete Sheffer by emailing psheffer@nhada.com or calling (603) 224-2369. ADVERTISE HERE! RESERVE YOUR SPOT TODAY! 801 676 9722 sales@thenewslinkgroup.com RESEARCH SHOWS: • The average ROI for print advertising is around 130%. – Electro IQ • 56% of consumers trust print marketing more than any other advertising method. – AllBusiness.com • Print media has a 90% brand recall rate, the highest among all advertising channels. – Sonder & Tell Don’t just take our word for it! PRINT ADVERTISING isvital for success. 19
BY KALEENA GUZMAN DIRECTOR OF MAJOR EVENTS & PARTNERSHIP PROGRAM, NHADA NHADA SCHOLARSHIP & INDUSTRY NIGHT RETURNS DEC. 9 Each December, NHADA’s Scholarship & Industry Night brings our automotive community together to recognize the people and programs that keep this industry strong. It’s an evening that reminds us what’s possible when dealers, educators and partners all work toward a common goal: supporting the next generation of automotive professionals. This year, we’re excited to host the event at The Lake Estate on Winnisquam, New Hampshire’s newest lakeside destination. The venue’s warm, modern setting offers the perfect backdrop for a night dedicated to connection, recognition and the future of our workforce. A NIGHT THAT DRIVES IMPACT The NHADA Education Foundation continues to make a real difference in the lives of students across the state. In 2025 alone, the Foundation has awarded more than $60,000 in scholarships to those pursuing careers in automotive technology and related fields. During Scholarship & Industry Night, we’ll award another $25,000 to eight deserving students who are ready to take the next step toward their automotive careers. Each scholarship represents an investment in their potential and in the continued strength of our member businesses. The evening is a chance to see that impact up close. Guests will hear directly from scholarship recipients about their experiences, the opportunities that shaped them and their goals for the future. NEW THIS YEAR: HONORING MENTORS AND EDUCATORS In addition to celebrating students, this year’s program will recognize people who play an important role in shaping the next generation. NHADA is proud to introduce three new awards that celebrate those who teach, guide and inspire within our industry. 1. Mentor of the Year: Recognizing an industry professional who has shown exceptional leadership and commitment to developing others. 2. CTE Automotive Teacher of the Year: Honoring a high school career and technical education instructor who prepares students for success in the automotive field. 3. Post-Secondary Automotive Teacher of the Year: Celebrating an educator at the college or trade school level who helps students build the skills they need for a modern automotive career. These new recognitions highlight NHADA’s ongoing commitment to workforce development and the INVESTING IN THE FUTURE OF NEW HAMPSHIRE’S AUTOMOTIVE WORKFORCE 20
collaboration between schools, businesses and mentors that make our industry stronger. A SETTING WORTHY OF CELEBRATION Located on the shores of Lake Winnisquam, The Lake Estate offers a beautiful new setting for this special night. With sweeping views, elegant design and outstanding hospitality, it provides the perfect place to celebrate our scholarship recipients and industry leaders in style. WHY THIS EVENT MATTERS As technology advances and the automotive industry continues to evolve, the need for talented, motivated people grows right along with it. Scholarship & Industry Night is more than a celebration — it’s a reminder that when we invest in people, we invest in the future of every dealership, service department and business across New Hampshire. We look forward to coming together on Dec. 9 to celebrate the students, educators and mentors who drive that future forward. About the Venue The Lake Estate on Winnisquam is New Hampshire’s newest luxury lakeside hotel. Its scenic location and thoughtful design make it an ideal setting for an evening dedicated to community, mentorship and progress. Attend or Sponsor the Event For more information about attending or sponsoring Scholarship & Industry Night, scan the QR code. https://www.nhada.com/events/scholarship-night EVENT HIGHLIGHTS • $25,000 in scholarships will be awarded to eight outstanding students. • Inspiring stories from recipients about their journeys and aspirations. • Industry connection with leaders, educators and partners working together to strengthen our workforce pipeline. 21
May 2025 was a busy month for Manchester resident Matthew Robillard. He completed his Registered Apprenticeship Program (RAP) at Merchants Automotive Group and became a technician at the company, earned his associate degree in automotive technology from Manchester Community College (MCC), and he and his wife celebrated the birth of their first child. “It was kind of a mad dash to make it all happen,” he admitted. Matthew is the first New Hampshire apprentice in the automotive industry to receive his associate degree while completing an apprenticeship program. Credits earned at MCC while completing the apprenticeship automotive courses, coupled with some general education credits from Suffolk University and Quincy College earlier in life, enabled him to meet the associate degree requirements. “School didn’t come naturally to me when I was younger, and I had a bad early experience with college, but I’m grateful that my time at Suffolk and Quincy ended up helping me years down the road,” Matthew said. After trying various professions in his 20s, Matthew set his sights on a career in the automotive industry. He had always enjoyed working on cars and built on that interest through automotive jobs in Massachusetts before moving to New Hampshire in 2022 at the age of 32. When he interviewed for a job at Hooksett-based Merchants Automotive Group, he was given the opportunity to join the company as a flat-rate technician or expand his knowledge and boost his career potential by participating in Merchants’ apprenticeship program. Merchants Automotive Group is one of nine New Hampshire auto dealers that offer RAPs sponsored by NHADA. In 2021, NHADA, ApprenticeshipNH and the Community College System of New Hampshire (CCSNH) collaborated to create standards and the training program for an initial automotive technician apprenticeship program. This program became the foundation for subsequent apprenticeships for tune-up mechanics and automotive mechanics. As the program sponsor, NHADA administers, manages and sets standards for the apprenticeships while CCSNH provides the educational component and ApprenticeshipNH provides technical assistance, helps secure state and federal approvals and collaborates with NHADA to provide scholarships that help cover the educational costs for apprentices. “Automotive technology education programs are among the most popular trade offerings at New Hampshire’s community colleges. Through our partnership with NHADA and individual dealers, we extend that learning with vital on-the-job training to meet current and future workforce needs and help people advance while earning and learning,” said Anne Banks, apprenticeship programs manager for CCSNH. Adam Memmolo, workforce development coordinator at NHADA, says 500,000 more automotive technicians are projected to be needed nationally by 2027. He hopes that more New Hampshire dealers will leverage the power of apprenticeships to attract and train more technicians to meet this demand. “The ones who offer apprenticeships have full shops and are filling their pipelines for the future,” he commented. Merchants Automotive Group embraced the apprenticeship model as soon as NHADA created the program. Joe Wentworth, assistant director of talent management at Merchants, had experience with apprenticeships before he joined Merchants in 2021. He championed their effectiveness to strategically build and train a workforce rather than compete for scarce talent in a tough labor market. MATTHEW ROBILLARD First in New Hampshire to Earn an Associate Degree while Completing an Automotive Technology Registered Apprenticeship BY COOKSON COMMUNICATIONS 22
INDUSTRY-SPECIFIC DRIVER AND WINTER SAFETY TRAINING PAIR NICELY THIS TIME OF YEAR BY BRIAN DUPLESSIS LOSS PREVENTION SUPERVISOR, NHADA “We were really struggling to recruit after the pandemic because technicians were retiring or leaving the field for other reasons. Apprenticeships create a pipeline from the bottom up. We now have a three-phase program so you can go from no experience to having your associate degree, as well as a pre-apprenticeship program for high school students. At this point, we don’t go looking for applicants because we have people coming to us,” he said. The Merchants apprenticeship program combines 2,000 hours of paid, on-the-job training with classes at MCC twice a week for eight weeks for each of the automotive technician, tune-up mechanic and automotive mechanic apprenticeships. Merchants pays apprentices while they are in the classroom and covers most of the tuition fees. The company also covers the cost of books and provides tool kits for apprentices. “It is a significant expense, but it became much more financially feasible because of the grant assistance we got from ApprenticeshipNH and NHADA,” Joe explained. Matthew was motivated to become an apprentice primarily to learn more about handling electrical work. He completed Merchants’ RAPs knowing so much more than he anticipated and says he is now comfortable tackling any challenge. “Give me a couple of years of putting what I’ve learned into practice, and I’ll be an incredibly valuable technician,” he commented. Matthew was first to blaze a trail to an associate degree in automotive technology through New Hampshire’s apprenticeship program, but other Merchants employees are expected to follow very soon. The company anticipates meeting future workforce needs by maintaining eight to ten people each year in apprenticeships and pre-apprenticeships for high school students. “Our goal is to continue to build the skills of young people and create a strong industry,” said Joe. “We are proud of Matthew and all he has accomplished and look forward to a stream of future employees following in his footsteps.” NHADA Loss Prevention offers two excellent safety awareness training videos that are ideal for sharing with employees during the fall and winter seasons. The brief 10-minute videos are comprehensive and specific to automotive businesses. It’s the perfect time for employees to watch these training videos, as driving conditions are becoming increasingly hazardous due to shorter daylight hours and the onset of winter weather in the state. The winter safety training covers noteworthy winter safety hazards, proper storm clean-up and best practices to avoid weather-related injuries. These injury prevention awareness videos are available for free onsite to Workers’ Compensation Trust members, as well as online for a nominal fee. Please get in touch with our Loss Prevention Team with any questions at safety@nhada.com. 23
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