AAA data culling concerns repair shop owners

(AAA Mid-Atlantic photo)

WASHINGTON (April 8, 2016) — Some members of AAA Inc.'s Certified Approved Auto Repair (AAR) program are expressing concern about AAA's demands for customer information sharing as part of next year's Approved Auto Repair Agreement.

According to a letter sent to AAR member shops on Jan. 15, 2016, AAA-affiliated auto clubs across the U.S. “shall require all AAR facilities to implement an Internet-based repair portal and/or shop management system interface to send member vehicle service transaction data to AAA by Dec. 15, 2016.”

AAR shops in the AAA Mid-Atlantic region are particularly concerned about this requirement, according to Norm Jones, president of Kirkwood Auto Center in Wilmington, Del.

“We feel that it's a privacy issue, since they would be taking this (data) without the customers' knowledge and their permission,” Mr. Jones said. “The other concern is that they are now our competitors, due to the fact that they are building their own shops in several parts of the country.”

AAA Mid-Atlantic began opening AAA Car Care, Insurance and Travel (CCIT) Centers in 2011, according to an article published in Tire Business in August 2014.

There were 15 CCITs in Maryland, New Jersey, Pennsylvania and Virginia at the time of publication, with plans for 40 by 2017, the article said. Two CCITs are scheduled to open soon in Delaware, according to Mr. Jones.

Photo
(LinkedIn photo)

Cathy Rossi

“The contract that they sent out to all of the shops this year is not clear on what they (AAA) plan on doing with this data, other than it states that they can share it with any of their affiliates,” Mr. Jones said. “They don't say who the affiliates are, or what they will do with the information.

“Bottom line is that they are giving all AAA shops until December of this year to comply, or they will terminate them from the program,” he said.

Does your shop belong to the AAA's Certified Approved Auto Repair (AAR) program? Do you have concerns about the automobile organization's request for data? Send your comments, or a letter to the editor, to [email protected] Please include your name, title, official business name, city and state in which it's located, and a daytime phone number and email address at which you can be contacted.

 Greg Buckley, owner of Buckley's Auto Care in Wilmington, Del., said he and other AAR dealers have met with AAA officials, but no one high enough yet in the organization to assuage their worries.

“It's a mess,” Mr. Buckley told Tire Business. “They (AAA) put it out as if we're trying to impede their progress, and that just isn't so.

“They want our data in order to make more travel and insurance sales,” he claimed. “They don't make anything, they just refer. And now all of a sudden they want to harvest our data, and then sell it.”

AAA officials told Tire Business the protesting dealers have completely misconstrued the association's intentions.

“The information is only to be used in the aggregate to identify trends,” said Cathy Rossi, vice president of public and government affairs at AAA Mid-Atlantic.

“There is a great demand for auto repair, and we fulfill a need,” Ms. Rossi continued. “We are a strong supporter of consumer rights and independent repair service.”

John Nielsen, AAA managing director of automotive engineering and repair, said a limited number of AAR facilities in the Mid-Atlantic have expressed concerns over the information-sharing provision of the new contract.

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“With technology reshaping how nearly every industry does business, this update (of the contract) included digital enhancements that reflect today's increasingly connected marketplace,” Mr. Nielsen said.

A number of aftermarket associations have become involved in this issue, including the Tire Industry Association. TIA so far has hosted four meetings between AAA officials and AAA-certified repair shops which are also TIA members, according to TIA Executive Vice President Roy Littlefield.

“AAA is also a TIA member,” Mr. Littlefield told Tire Business. “One dealer had been in the AAA program for 28 years, but quit over this. AAA says it is not taking the material for marketing purposes.”

There are currently about 30 AAA-owned repair facilities in the Mid-Atlantic, with a goal of 47, according to Mr. Littlefield.  Bob Sumerel Tire & Service has sold some of their stores to AAA, he said.

Fewer than 2 percent of AAA's 7,000-plus Approved Auto Repair locations are club-owned, and the stores are not nationwide, according to Mr. Nielsen.

“We believe AAA Approved Auto Repair facilities are among the best automotive repair shops in the country,” he said. “AAA is committed to providing our 56 million members with a variety of options.”

AAA will continue to open a limited number of club-owned repair facilities in select markets, Mr. Nielsen acknowledged.

“This effort is not intended to replace the Approved Auto Repair program, but rather offer AAA members the convenience of combining automotive repair services with travel, insurance and other AAA branch office operations in one location.”

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