Mitchell Industry Trends Second half 2008 Atlantic Canada
August 14, 2009
Volume One Number Two
Second Half 2008
Published by Mitchell International, Inc.
Prepared for
New Brunswick, Newfoundland and Nova Scotia
Mitchell Regional Trends
Mitchell Regional Trends Report 1
Welcome:
Welcome to the second bi-annual issue of Mitchell’s Regional
Trends Report. This report is designed to help you evaluate your
performance on certain metrics against your local market by
leveraging Mitchell’s large store of Industry data. Knowledge of
the measurements provided in this report can be a key
component in managing your relationship with your DRP
business partners.
In addition to the standard metrics included within every
Regional Trends Report, this issue will provide a state-oriented
look into the topic of hybrids, which were analyzed at the country
level in the 3rd quarter Industry Trends Report. This article will
provide a view of the trends that are affecting this increasingly
expanding market segment.
We hope you enjoy this edition of Regional Trends and that you
will find the hybrid information to be useful in guiding your
business strategy.
Sincerely,
Jason Bertellotti
Vice President, Mitchell Repair Solutions
Contents Page
Hybrid Article…..………………. 2
Regional Data……………………. 8
Average Appraisal Values
Comprehensive Losses
Third-Part Auto Property Damage
Collision Losses
Average ACV
Average Vehicle Age
Total Losses
Supplements
Adjustments
Appraisal Make-up
Parts Analysis
Paint & Materials
Labor Analysis
Cycle Times
Mitchell Regional Trends
Mitchell Regional Trends Report 2
Regional Effects on the Average Severity of Hybrid versus Gas Vehicles
By Jamison Day
Senior Director of Information Services
Mitchell International
The fluctuation in gasoline prices in recent years has only hastened the accelerating growth in
the popularity and sales of hybrid vehicles. In the second quarter of this year, Mitchell
International published the results of a study in its Industry Trends Report examining the
difference in estimates and average severities between traditional gasoline-powered vehicles and
their hybrid counterparts. The article looked at different makes and models of hybrids along with
parts, labor and geographic variables to understand the differences in and drivers of severity
between hybrid and gasoline-powered vehicles. This article will review the findings of the
earlier piece as well as provide additional information on more specific regional areas.
Figure 1 shows the dramatic growth in hybrid unit sales being driven primarily by the most
popular, Toyota’s Prius, along with the introduction of hybrid versions of existing vehicle makes
from other manufacturers. Because most hybrid vehicles have a corresponding gas-version sister
vehicle, it is straightforward to do a comparison.
Figure 1: Hybrid Vehicle Sales Growth1
Purchases of the Five Most Popular Hybrid Vehicles 2000-2007
0
50,000
100,000
150,000
200,000
250,000
300,000
350,000
2000 2001 2002 2003 2004 2005 2006 2007
Year
Units Sold
Camry
Highlander
Escape
Civic
Prius
1 Source: www.hybridcars.com
Figure 2 shows that, while the magnitude of the severity differences vary somewhat amongst
makes, the overall finding of hybrid’s having higher severities is clear.
Mitchell Regional Trends
Mitchell Regional Trends Report 3
Figure 2: Average Severity – Hybrid vs. Gas Vehicles2
2Note: Because it has no direct hybrid match, the Prius was compared against the Toyota Corolla.
Because these averages were derived from nationally tabulated numbers, we wished to
explore how the results may have been affected by significant regional variations.
A natural first step for the analysis is to look at the percentage of hybrids claims that are
observed in each province as is shown in Figure 3. As expected the hybrid vehicle penetration
varies by province.
Figure 3: Percentage of Hybrid Claims by Province
Make/Model Year Range
Percent
Hybrids
Avg. Severity
Hybrid
Avg. Severity
Gas Only
Percent
Difference
All Vehicles 2001-08 3.3% $3,283 $2,761 18.9%
Ford Escape 2005-08 2.2% $3,696 $3,082 19.9%
Honda Accord 2005-07 1.2% $3,918 $2,955 32.6%
Honda Civic 2003-08 1.3% $3,155 $2,795 12.9%
Lexus RX Series* 2006-08 19.5% $4,366 $3,803 14.8%
Toyota Camry 2007-08 15.6% $3,218 $3,116 3.3%
Toyota Highlander 2006-08 4.7% $2,994 $2,872 4.2%
Toyota Prius** 2001-08 3.8% $3,090 $2,521 22.6%
Mitchell Regional Trends
Mitchell Regional Trends Report 4
One potential explanation for the differing severities is that hybrid vehicles might be more
populous in geographies where the cost of living is more expensive and consequently where
parts and labor costs are higher. Thus, we hypothesized that the national difference might be
driven by these high-cost provinces. To test this, we next conducted a comparison of hybrid
versus gasoline vehicle severities within each province. Figure 4 shows the results for all
included provinces and clearly disproves this explanation; this shows that hybrid severities are
consistently higher than gasoline severities across different geographies with the exception of
Prince Edward Islands.
Figure 4: Percent Average Severity Difference – Hybrid vs. Gas Vehicles by Province
Province specific numbers on hybrid comparisons are available in the last page/table of this
article in Appendix A.
In order to understand the underlying drivers of this severity difference, we next looked at the
variances in part metrics in order to gauge the possible effects on the mix of OEM versus APU
parts. Figure 5 shows the breakdown of parts dollars for hybrid versus gasoline vehicles and
illustrates the dramatic and revealing results. Because hybrid vehicles are newer and have special
characteristics, one would expect to see higher OEM parts usage and the data proved this true.
Another factor that may account for the increased OEM usage is that many hybrid vehicles are
serviced at dealer repair centers, which would again result in increased OEM usage. Since OEM
Mitchell Regional Trends
Mitchell Regional Trends Report 5
parts are generally more expensive, this could explain the higher parts dollar costs seen for
hybrid vehicles.
Figure 5: Part Type Mix - Hybrid vs. Gas Vehicles
Province specific OEM and APU percentages are provided in the Appendix A table.
The final course of analysis involved looking at labor costs by labor type. Figure 6 shows that
labor rates and labor hours were consistently higher for hybrid than for gasoline vehicles.
Figure 6: Average Labor Costs - Hybrid vs. Gas Vehicles by Labor Type
This result might be explained as repairers undergo additional training to work with hybrid
vehicles and pass along costs in the form of higher labor rates. Also, many times hybrids are
serviced at the dealer’s repair facilities, which is likely due to their relatively high number of
certified hybrid technicians. Many hybrid owners avoid independent repair shops as they feel
that such shops lack the qualifications to work on their vehicles. In the case of repairers that lack
additional training, it appears that working with potentially unfamiliar hybrid vehicles may be
causing increased labor times compared with the times seen on similar repairs for a gasoline
vehicle. The innovations in electrical design on top of differing parts causes a situation where it
is more difficult for repairers to choose between labor types such as body versus mechanical.
Gas Only
OEM
75.5%
Aftermarket
11.0%
LKQ
8.6%
Reman
3.9%
Hybrid
OEM
91.3%
Aftermarket
4.2%
LKQ
1.2%
Reman
2.8%
Labor Type Hybrid Gas Only Hybrid Gas Only
Body $62.69 $60.46 11.14 11.49
Structural $102.36 $93.31 0.01 0.03
Frame $63.31 $61.74 0.97 0.97
Glass $62.57 $62.43 0.24 0.15
Mechanical $91.56 $108.77 1.14 0.70
Refinish $60.17 $57.94 8.18 8.24
$/Hr Hrs/Estimate
Mitchell Regional Trends
Mitchell Regional Trends Report 6
This article has shown that hybrid vehicle sales are growing dramatically and are exhibiting
higher repair costs than gasoline vehicles. Such an effect on repair costs appears to be consistent
across the provinces and is evident in both part and labor dollars. The higher part dollars appear
to be driven mainly by lower Alternate Parts Usage in hybrid vehicle repairs while the labor
dollar differences are driven by both higher labor rates and hours that result from the relatively
new technology seen in hybrids. A full listing of this information by province for hybrid versus
gasoline-powered vehicles can be found in Appendix A.
EDITOR’S NOTE:
Although the conclusions are clear and compelling, and there is evidence of almost universally
higher hybrid severity amongst the provinces in Canada; it should be noted that these are not
necessarily indicative of future results. Such outcomes may potentially change over time with a
convergence of hybrid and gasoline vehicle repair costs. As hybrid vehicle popularity continues
to increase, we might expect alternate parts availability to increase over time, and increased
certification and experience by repairers may lead to increased competition for the repair of
hybrid vehicles. These factors, along with technology advances such as those with replacement
batteries, may lead to average parts costs decreasing over time. Similarly, as repairers continue to
become familiar with hybrid vehicles, labor costs may decrease over time.
Mitchell Regional Trends
Mitchell Regional Trends Report 7
Appendix A:
Province Gas Only Hybrid $ Difference % Difference
% APU $
(Gas Only)
% APU $
(Hyrbid)
Alberta $3,015 $3,973 $958 31.8% 12.75% 3.14%
New Brunswick $2,555 $2,784 $230 9.0% 22.77% 11.42%
Newfoundland $2,477 $2,123 -$354 -14.3% 22.03% 8.99%
Northwest Territories $2,807 -- -- -- 100.00% --
Nova Scotia $2,823 $3,951 $1,129 40.0% 21.65% 4.07%
Ontario $3,256 $3,852 $596 18.3% 24.39% 3.04%
Prince Edward Islands $2,687 $1,764 -$923 -34.4% 32.52% 1.01%
Quebec $2,310 $1,907 -$403 -17.4% 33.52% 7.98%
Mitchell Regional Trends
Mitchell Regional Trends Report 8
The following information was assembled from regional industry-wide appraisal
data uploaded from participating insurance carriers, body shops, and
independent appraisers, processed by Mitchell International and compiled
through Mitchell’s AIM™ (Advanced Information Management) system.
With the obvious exception of the Total Loss section, all data in this section,
including ACV benchmarks, relate to repairable vehicle appraisals only.
Sections included in the Mitchell Regional Trends Data:
• Average Appraisal Values
• Comprehensive Losses
• Third-Part Auto Property Damage
• Collision Losses
• Average ACV
• Average Vehicle Age
• Total Losses
• Supplements
• Adjustments
• Appraisal Make-up
• Parts Analysis
• Paint & Materials
• Labor Analysis
• Cycle Times
Average Appraisal Values, All APD Line Coverage:
The average appraisal value is the gross dollar amount of all final versions of
estimates (including supplements) divided by the number of original estimates.
This metric includes all labor types, additional operations, part types, markups,
discounts, additional costs, and all taxes. Insurance deductible, betterment,
related prior damage and appearance allowance have not been applied.
Average Appraisal Values by
Coverage Type
Comprehensive:
Third-Party Auto Property Damage:
Collision:
$3,063
$2,612
$2,490
$2,758
$2,447
$2,698
$3,017
-2.8% $2,479
-10.5%
-3.9%
-0.8%
$0
$500
$1,000
$1,500
$2,000
$2,500
$3,000
$3,500
Canada New Brunswick Newfoundland Nova Scotia
-12.0%
-10.0%
-8.0%
-6.0%
-4.0%
-2.0%
0.0%
Average(Previous 12 Months) Average(Previous 6 Months) 6 Month Variance
$3,151
$2,569
$2,445
$2,639
$3,333
$2,462 $2,525 $2,464
$0
$500
$1,000
$1,500
$2,000
$2,500
$3,000
$3,500
Canada New Brunswick Newfoundland Nova Scotia
Average(Previous 12 Months) Average(Previous 6 Months)
$2,750
$2,023 $2,055
$1,896
$2,905
$2,004 $1,938 $1,873
$0
$500
$1,000
$1,500
$2,000
$2,500
$3,000
$3,500
Canada New Brunswick Newfoundland Nova Scotia
Average(Previous 12 Months) Average(Previous 6 Months)
$3,114
$2,733
$3,012 $3,044 $2,958
$2,568
$3,251
$2,935
$0
$500
$1,000
$1,500
$2,000
$2,500
$3,000
$3,500
Canada New Brunswick Newfoundland Nova Scotia
Average(Previous 12 Months) Average(Previous 6 Months)
Mitchell Regional Trends
Mitchell Regional Trends Report 9
Average ACV:
Average ACV is the total ACV dollar amount divided by the number of all final
versions of estimates (including supplements) that contain the ACV amount.
This is derived using the NADA Base Value, not including options or mileage
adjustments.
Average Vehicle Age:
This metric is the total vehicle age divided by the total number of all final
versions of estimates (including supplements) that contain the vehicle age.
The metric is determined by subtracting the vehicle’s model year from the
current year.
Average Appraisal Values by Vehicle
Type (Previous 6 Months):
Average ACV by Vehicle Type
(Previous 6 Months):
Average Vehicle Age by Vehicle
Type (Previous 6 Months):
$13,062
$11,449
$12,015 $11,721
$12,732
$11,204
$11,634 $11,314
$0
$2,000
$4,000
$6,000
$8,000
$10,000
$12,000
$14,000
Canada New Brunswick Newfoundland Nova Scotia
Average(Previous 12 Months) Average(Previous 6 Months)
5.41
5.17
4.35
5.03
5.48
5.25
4.43
5.18
0
1
2
3
4
5
6
Canada New Brunswick Newfoundland Nova Scotia
Average(Previous 12 Months) Average(Previous 6 Months)
$2,905
$2,443 $2,389
$2,611
$3,324
$2,947
$2,679
$3,074
$0
$500
$1,000
$1,500
$2,000
$2,500
$3,000
$3,500
Canada New Brunswick Newfoundland Nova Scotia
Passenger Vehicles Trucks/SUVs
$11,373
$10,179 $10,330 $10,470
$15,867
$13,983
$15,246
$14,439
$0
$2,000
$4,000
$6,000
$8,000
$10,000
$12,000
$14,000
$16,000
$18,000
Canada New Brunswick Newfoundland Nova Scotia
Passenger Vehicles Trucks/SUVs
5.55
5.01
4.25
4.93 4.91
5.16
4.26
4.65
0
1
2
3
4
5
6
Canada New Brunswick Newfoundland Nova Scotia
Passenger Vehicles Trucks/SUVs
Mitchell Regional Trends
Mitchell Regional Trends Report 10
Percentage of Total Losses and 6-Month Variance:
The number of total loss estimates expressed as a percentage of all
estimates (both repairable and total loss). The variance is acquired by
calculating the difference between the last and first halves of the previous 12
months and expressing the difference as a percentage of the first half.
Average Combined Supplement Variance and Percentage
of Estimates Supplemented:
The average combined supplement variance is the difference in the appraisal
values between the latest and original estimate divided by the number of
estimates with supplements. Percentage of estimates supplemented takes
the number of estimates with one or more supplements and divides by all
estimates using the commit date of the original estimate to acquire the time
period.
Average Deductible Applied:
The sum of deductible dollars divided by the number of
estimates with deductible applied.
Adjustments:
Estimates with adjustment, betterment or appearance
allowances expressed as a percentage of all estimates.
Average Betterment Dollars:
The total of betterment dollars divided by the number of
estimates with betterment applied.
18.7%
7.8%
17.3%
18.4%
6.5%
14.7%
16.5% 17.2%
-2.9%
-27.4%
-23.9%
7.7%
0%
2%
4%
6%
8%
10%
12%
14%
16%
18%
20%
Canada New Brunswick Newfoundland Nova Scotia
-30.0%
-25.0%
-20.0%
-15.0%
-10.0%
-5.0%
0.0%
5.0%
10.0%
Average(Previous 12 Months) Average(Previous 6 Months) 6 Month Variance
$339
$276
$224
$276
$300
$278
$225
$181
38.6%
33.5%
26.8%
24.6%
$0
$50
$100
$150
$200
$250
$300
$350
$400
Canada New Brunswick Newfoundland Nova Scotia
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
Average (Previous 12 Months) Average (Previous 6 Months) % Estimates Supplemented (Previous 12 Months)
$453
$318 $322
$399
$446
$308 $313
$386
$0
$50
$100
$150
$200
$250
$300
$350
$400
$450
$500
Canada New Brunswick Newfoundland Nova Scotia
Average (Previous 12 Months) Average (Previous 6 Months)
3.31% 3.44%
5.13% 4.54%
2.82% 2.18%
4.81%
0.49% 1.26% 3.29%
0.32%
1.24%
0%
2%
4%
6%
8%
10%
12%
Canada New Brunswick Newfoundland Nova Scotia
% Adjustments Est % Betterment Est % Appear Allow Est
$168 $172
$154
$179 $182
$197
$161
$143
$0
$50
$100
$150
$200
$250
Canada New Brunswick Newfoundland Nova Scotia
Average (Previous 12 Months) Average (Previous 6 Months)
Mitchell Regional Trends
Mitchell Regional Trends Report 11
Percentage Average Appraisal Dollars by Type
(Previous 6 Months):
All dollars associated with either labor, parts or additional costs are
expressed as a percentage of the gross estimate value on all final versions of
estimates (including supplements). Markups, discounts and taxes are
considered in the calculation of this value. The chart below shows the
breakdown by state over the previous six months.
Percent Average Appraisal Dollars by
Type (Previous 12 Months)
Canada
Percentage Average Appraisal Dollars by Type and Province (Previous 12 Months):
40.8% 43.4% 43.0% 42.0%
49.9% 45.3% 45.2% 46.5%
9.3% 11.3% 11.8% 11.5%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Canada New Brunswick Newfoundland Nova Scotia
% Avg Part $ % Avg Labor $ % Add'l Costs
% Avg Part $
43%
% Avg Labor $
48%
% Add'l Costs
9%
New Brunswick
% Avg Part $
45%
% Avg Labor $
44%
% Add'l Costs
11%
Newfoundland
% Avg Part $
43%
% Avg Labor $
45%
% Add'l Costs
12%
Nova Scotia
% Avg Part $
43%
% Avg Labor $
46%
% Add'l Costs
11%
Mitchell Regional Trends
Mitchell Regional Trends Report 12
Parts Analysis
Alternate Parts Usage:
This metric is the sum of all alternate part dollars divided by the total amount
of part dollars. Alternate parts consist of Aftermarket, Like Kind and Quality
and Remanufactured parts.
Part Breakdown (Previous 6 Months):
Part usage percentage is charted by state and part type. The actual values
are included in the table below the chart.
APU Breakdown
(Previous 12 Months)
Canada:
New Brunswick:
Newfoundland:
Nova Scotia:
24.66%
27.09%
20.08%
21.58%
24.38% 24.76%
18.64%
23.73%
0%
5%
10%
15%
20%
25%
30%
Canada New Brunswick Newfoundland Nova Scotia
Average (Previous 12 Months) Average (Previous 6 Months)
$0
$100
$200
$300
$400
$500
$600
$700
$800
$900
$1,000
OEM AM LKQ REMAN
Canada
New Brunswick
Newfoundland
Nova Scotia
OEM AM LKQ REMAN
Canada $904 $131 $122 $38
New Brunswick $783 $154 $100 $4
Newfoundland $863 $115 $81 $2
Nova Scotia $841 $159 $97 $5
Average Part $ by Type OEM AM LKQ REMAN
Canada $904 $131 $122 $38
New Brunswick $783 $154 $100 $4
Newfoundland $863 $115 $81 $2
Nova Scotia $841 $159 $97 $5
Average Part $ by Type
OEM
75.3%
AM
11.0%
LKQ
10.4%
REMAN
3.2%
OEM
72.9%
AM
14.9%
LKQ
11.8%
REMAN
0.4%
OEM
79.9%
AM
11.4%
LKQ
8.5%
REMAN
0.2%
OEM
78.4%
AM
12.9%
LKQ
8.3%
REMAN
0.4%
Mitchell Regional Trends
Mitchell Regional Trends Report 13
Paint and Materials
Paint and Materials Rate:
This metric includes the total paint and material costs divided by the number of refinish labor hours on all final
versions of estimates (including supplements).
Average Refinish Hours:
The total number of refinish hours are summed up and divided by the number of estimates including refinish labor.
$30.01
$33.97
$36.60 $35.81
$30.31
$34.16
$36.98 $35.98
1.8%
0.8%
1.0%
1.9%
$0
$5
$10
$15
$20
$25
$30
$35
$40
Canada New Brunswick Newfoundland Nova Scotia
0.0%
0.5%
1.0%
1.5%
2.0%
2.5%
Average (Previous 12 Months) Average (Previous 6 Months) 6 Month Variance
8.95
8.16
7.84
8.31
9.02
7.96 7.89
8.36
0
1
2
3
4
5
6
7
8
9
10
Canada New Brunswick Newfoundland Nova Scotia
Average (Previous 12 Months) Average (Previous 6 Months)
Mitchell Regional Trends
Mitchell Regional Trends Report 14
Labor Analysis
Repair-to-Replace Percentage:
The repair-to-replace percentage represents the average number of repair
labor hours divided by the sum of the repair and replace labor hours in order
to express repair as a percentage of the two labor types.
Average Labor Dollars:
Breaks down the three labor categories and shows the average amount
spent per estimate on each labor type.
Labor Breakdown
(Previous 6 Months)
Canada:
New Brunswick:
Newfoundland:
Nova Scotia:
60.06%
56.77% 58.39% 57.12%
61.55%
58.64% 57.19% 57.75%
0%
10%
20%
30%
40%
50%
60%
70%
Canada New Brunswick Newfoundland Nova Scotia
Average (Previous 12 Months) Average (Previous 6 Months)
$0
$100
$200
$300
$400
$500
$600
$700
Refinish Replace Repair
Canada
New Brunswick
Newfoundland
Nova Scotia
Refinish Replace Repair
Canada $505 $325 $632
New Brunswick $422 $257 $408
Newfoundland $455 $273 $386
Nova Scotia $473 $294 $454
Labor Type $ Refinish Replace Repair
Canada $505 $325 $632
New Brunswick $422 $257 $408
Newfoundland $455 $273 $386
Nova Scotia $473 $294 $454
Labor Type $
Refinish
34.6%
Repair
43.2%
Replace
22.2%
Refinish
38.8%
Replace
23.7%
Repair
37.5%
Refinish
40.8%
Repair
34.6%
Replace
24.5%
Refinish
38.7%
Replace
24.1%
Repair
37.2%
Mitchell Regional Trends
Mitchell Regional Trends Report 15
Average Labor Hours:
Breaks down the three labor types and shows the average hours per
estimate on each labor type:
Average Total Cycle Time:
This metric takes the average time from date of loss-to-estimate commit date
and sums it with the average commit-to-last supplement upload date in order
to assess the total cycle time.
Other Cycle Time
Measures
Average Inspection-to-Commit
Cycle Time:
Average Commit-to-Last
Supplement Upload Cycle Tim
0
1
2
3
4
5
6
7
8
9
Refinish Replace Repair
Canada
New Brunswick
Newfoundland
Nova Scotia
Refinish Replace Repair
Canada 8.22 5.17 8.26
New Brunswick 7.27 4.34 6.28
Newfoundland 7.36 4.38 5.81
Nova Scotia 7.82 4.77 6.65
Avg. # Labor Hrs. Refinish Replace Repair
Canada 8.22 5.17 8.26
New Brunswick 7.27 4.34 6.28
Newfoundland 7.36 4.38 5.81
Nova Scotia 7.82 4.77 6.65
Avg. # Labor Hrs.
40.20
32.48
25.36
32.29
39.78
32.43
24.82
31.03
0
5
10
15
20
25
30
35
40
45
Canada New Brunswick Newfoundland Nova Scotia
Average (Previous 12 Months) Average (Previous 6 Months)
7.42
5.00
3.63
5.35
8.05
5.20
3.40
5.35
0.0
1.0
2.0
3.0
4.0
5.0
6.0
7.0
8.0
9.0
Canada New Brunswick Newfoundland Nova Scotia
Average (Previous 12 Months) Average (Previous 6 Months)
13.60 13.69
10.15
14.66
11.72 12.19
8.82
14.15
0
2
4
6
8
10
12
14
16
Canada New Brunswick Newfoundland Nova Scotia
Average (Previous 12 Months) Average (Previous 6 Months)
Mitchell Regional Trends
©2008 Mitchell International, Inc. All rights reserved.
The latest in a line of custom data
reports, the Regional Trends Report
provides a look at local averages and
trends for important claims and severity
metrics. This publication is released
twice a year and provides data similar to
that included in the Mitchell Industry
Trends Report, but with a focus on your
region.
Questions or comments about the
Regional Trends Report may be directed
to:
Jason Bertellotti
Vice President, Mitchell Repair Solutions
jason.bertellotti@mitchell.com
or
Jeremy Ferrell
Editor
Sr. Business Analyst
jeremy.ferrell@mitchell.com
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Oct 11, 2006
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Auto Atlantic Magazine
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Sep 27, 2006
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Down east, it's not about the money
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Sep 27, 2006
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Repairer/insurer agreement emphasizes service and qu...
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Sep 27, 2006
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A letter received from a frustrated Bodyshop Manager
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Sep 13, 2006
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Read what ICN's Terry Hill from The Coachworks had t...
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