The coronavirus pandemic is forcing car dealers to change the way they sell and deliver vehicles. But not everybody knows how to do it successfully. (2023)

  • The COVID-19 has forced car dealers to radically alter their business models in a matter of weeks.
  • With showrooms shut down and both customers and employees worried about safety, dealerships have embraced online sales, digital financing, and touchless deliveries in ways that they had resisted for years.
  • Going back to business-as-usual isn't an option.
  • "The consumer's behavior has undoubtedly been changed in a lasting way," said Jim Lyski, chief marketing officer of CarMax, the nation's largest used-car dealer network.
  • Visit Business Insider's homepage for more stories.

Weekends are usually a busy time at car dealerships, with customers using their days off to shop for and often buy or lease new and used vehicles.

Over the past five years, motivated shoppers have pushed the market to record highs: since 2015, 17 million or more cars, SUVs, and pickup trucks have rolled off dealer lots and into customers' driveways and parking spaces. A combination of favorable credit conditions, extended loan terms, and the popularity of large SUVs and full-size pickups has filled the automakers' coffers; since 2010, fresh off bankruptcy, General Motors alone has booked around $100 billion in profits.

The COVID-19 pandemic has brought a drastic end to the boom. The carmakers are scrambling to bolster their balance sheets as they've shut down all North American and European production. And car dealers are hustling to figure out how to safely sell and service vehicles while showrooms are closed in most US states.

Selling cars online seems like a no-brainer, given that people now use e-commerce to purchase everything from washing machines to groceries. Younger consumers have grown up in a one-click-to-buy world; Amazon has remade the retailing landscape.

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But car dealers — despite some experiments over the past few years and the arrival of some startups, including Tesla — have clung to the old ways.

Necessity has broken down resistance

The coronavirus pandemic is forcing car dealers to change the way they sell and deliver vehicles. But not everybody knows how to do it successfully. (1)

REUTERS/Carlos Barria

"There was a small rate of adoption before the coronavirus," said Karl Brauer, senior director of content and executive publisher for Cox Automotive, where he manages editorial for Autotrader and Kelley Blue Book. "And then a pandemic hit. Suddenly, that wasn't a bizarre option for dealers."

Dealers' digital sluggishness was a consequence of how the business is set up in the US. The major automakers wholesales vehicles to dealers, often providing what's known in the industry as "floor-plan financing" to cover the short-term costs of inventory. The dealers themselves operate under state franchise laws; they're either independent business, often family-owned by multiple generations, or they're part of big national dealer networks, such as AutoNation, Penske Automotive Group, and CarMax, which dominates the used-car market.

Tesla is a notable exception. The all-electric automaker uses a direct-sales model, where permitted by states.

The franchise-dealer model dates to early 20th century, and although automakers have sought to displace it, they haven't succeeded. Almost all Americans buy and lease their new cars from a dealership, and they do it in-person. Despite vast changes in the rest of the commerce world, dealers still think that a consumer is more likely to do a deal if they're physically on-site.

With that tradition now completely upended, a brave new world of car sales is taking shape.

Some dealers are in a better position than others — but they're still figuring it out

"Approximately a year ago, we rolled out our omni-channel offering," said Jim Lyski, CarMax's chief marketing officer. "It's a highly personalized car buying-experience that lets customers do as little or as much online as they like."

He added, "A lot of consumers assume the only way to buy a car is to go to the dealership and spend hours in the finance office."

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CarMax, as the largest mega-dealer in the US, is right in the middle of the pandemic. The company operates in 41 states and is accordingly subject to many different definitions of what constitutes an essential or nonessential business, as well as varying rules about which of its retail showrooms it can keep open.

According to Lyski, 50% of CarMax's stores are open, 30% are closed, and 20% are allowed to operate in limited fashion, either by appointment only or by using new curbside-pickup policy that the company rolled out in April.

Given how quickly the entire US economy and especially car dealerships have been forced to deal with a near-total dropoff in consumer activity under shelter-in-place order implemented since mid-March, the adaptation has been rocky.

"In the very early days, there was a lot of confusion," Lyski said. "Consumer sentiment was negative."

Dealership workers were also uneasy.

"Very early, some of our associates wanted to know what we could do to protect them," he added. CarMax established a "distancing and disinfecting" protocol, sanitizing stores every day and cleaning high-touch surfaces, as well as sanitizing vehicles before and after test drives. The company also maintains six-feet of distance between showroom customers and employees, following federal guidelines.

"Our associates and customers are more comfortable now," Lyski said.

Some of their comfort is a function of necessity. Cars need to be repaired, a fact that's enabled dealerships to keep their service operations going, defined as essential by state governments. But Lyski noted that consumer attitudes are also changing.

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"People are deciding that they need a vehicle," he said. "They don't want to ride on public transportation, an they don't want to take an Uber."

On the service side, Lyski said that CarMax was actually conservative when shutdowns were initially ordered.

"We were told to close, and we didn't argue about it. But after we spent some time talking to local health authorities, we opened up and implemented social distancing. In most service bays, workers are outside of six feet apart, and customers can drop off their vehicles and pick them up while also social distancing."

A struggle for many dealerships that were committed to the traditional business

The coronavirus pandemic is forcing car dealers to change the way they sell and deliver vehicles. But not everybody knows how to do it successfully. (2)

Tesla

As much as CarMax has tried to turn a crisis into an opportunity, it's been a struggle for other dealerships.

"Change is hard," said Cox's Brauer.

"If you didn't get the customer on the lot and in the car, your ability to close the deal was greatly compromised," he said. "And that's an accurate appraisal for certain demographics. The idea that you'd buy a car online is tough for people of my dad's generation. And dealer principals are also of that generation."

Brauer argued that the most shocking thing about the pandemic was its speed. There was essentially no preparation to shutting everything down.

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"Everyone is now kind of figuring out their new operations. They can't be 100%, and they know 0% is a path to insolvency or bankruptcy. So they're finding a middle ground, not making the profits they'd like, but mitigating the financial crisis that would occur if they did nothing."

Some dealerships are getting cover from the automakers whose vehicles they sell. General Motors and Porsche are promoting shop-from-home programs, and many other carmakers are using the financing arms to offer good deals to prospective customers and support for economically stressed buyers and leasers.

Some new players have also found themselves in a good position, due to the way their operations have always been organized.

No turning back from the post-pandemic new normal

The coronavirus pandemic is forcing car dealers to change the way they sell and deliver vehicles. But not everybody knows how to do it successfully. (3)

Thomson Reuters

Carvana — a used-car dealer known for its "vending machine" deliveries — already had touchless sales in place before COVID-19.

With the pandemic, Carvana has been able to provide zero in-person contact, and it's enhanced its relationship with Ally to support $2-billion in digital financing for vehicles, along with a 90-day delay in making a first loan payment.

"The whole genesis of our business was to offer a broad selection at a fair price," said CEO Ernie Garcia. "Our model is very well-situated for this moment."

The big question is whether dealers will finally switch to a more 21st-century approach to selling cars when the pandemic is over — or revert to the old ways.

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"The consumer's behavior has undoubtedly been changed in a lasting way," CarMax's Lyski said.

"I don't forecast the dealership going away, but the consumer is going to demand that they be able to customize the experience, not be pressed into a dealership's model. If you can't do that, you aren't going to be viable."

FAQs

Why are new car deliveries being delayed? ›

“The automotive industry is currently experiencing long delays with vehicle production due to a worldwide shortage of microprocessors, the Russian/Ukraine war and factory closures due to COVID-19 lockdowns. As such, the delivery lead time for many vehicles have been pushed back significantly.”

What cars are not affected by the chip shortage? ›

Here Are Features Some New Cars Won't Get Because of the Chip Shortage
  • BMW: Touchscreen. BMW. ...
  • Marc UrbanoCar and Driver. ...
  • Cadillac: Super Cruise (Now Resumed) ...
  • Cadillac. ...
  • Chevrolet/GMC: HD Radio. ...
  • Chevrolet/GMC: Heated Seats and Steering Wheels. ...
  • Ford: Satellite Navigation. ...
  • Ford.
13 Nov 2021

Is the supply of new cars improving? ›

Supply is almost a third higher than a year before. But the figure isn't high enough to bring prices down yet. “Available supply is at its highest level in our data since June 2021,” said Charlie Chesbrough, Cox Automotive senior economist. “Still, it is far below historical levels.

Why are there still car shortages? ›

Supply chain problems have forced automakers to stop or limit the production of new cars, trucks, and SUVs. Together with disruptions due to the coronavirus pandemic, the price you pay and the deal you get could be very different from what you expect.

Why are there no new cars at dealerships? ›

If you're wondering why new & used cars are so hard to find, you're not alone. The inventory shortage can be attributed to the coronavirus pandemic and resulting supply chain disruptions. When COVID-19 brought the economy to a halt back in 2020, automakers canceled orders for semiconductor chips.

Is there still a chip shortage for new cars? ›

The chip shortage plaguing the auto industry since early 2020 probably will persist through 2023, a semiconductor industry analyst says.

What cars have no chips? ›

  • Tesla Model 3 (2022 model) The Tesla Model 3 is the 16th most popular car in the world. ...
  • Jeep Wrangler Sport. Demands for the Jeep Wrangler Sport trim, alongside other Wrangler trim levels, have skyrocketed in recent years. ...
  • Mazda MX-5 Miata Sport. ...
  • Mitsubishi i-MiEV. ...
  • Nissan Frontier. ...
  • Nissan 370Z. ...
  • Ram 1500 Classic.
6 Dec 2021

Is it better to wait to buy a car? ›

The best financial decision is to wait to purchase a new or used car and to keep your current car for as long as possible. New car inventory is expected to improve beginning in the second half of 2022, which will also create more used car inventory as buyers trade in their old cars.

Will car prices drop in 2022? ›

Used car prices are already starting to drop as the market cools, having seemingly peaked in early 2022. On the other hand, new vehicle prices are unlikely to drop in 2022 due to persistent inflationary pressures. “There's still a lot of inflation bubbling up in the new vehicle supply chain.

How long will vehicle shortage last? ›

Following the COVID-19 pandemic, global vehicle production tumbled, but should recover to near pre-pandemic levels by the end of 2023.

Is the chip shortage getting better? ›

Industry experts are projecting that the global microchip shortage – which has been hampering supply chains in several industries – will not improve before 2023.

What you should know about buying a car during the chip shortage? ›

Tips for Buying a Car During the Chip Shortage
  • Consider Your Timing.
  • Be Flexible.
  • Widen Your Search.
  • Be Prepared to Pay More.
  • Place a Special Order.
  • Put a Deposit on an Incoming Model.
  • Buy a Used Car Instead.
  • Purchase Your Leased Car.
24 Jan 2022

How long will Toyota shortage last? ›

Automotive News reports that Toyota USA sales chief Jack Hollis expects the new car supply shortage to last well into 2023. “We're going to be dealing with this for one more year,” said Hollis.

When car prices will go back to normal? ›

Fortunately, the vehicle market is finally beginning to stabilize, and car prices are expected to normalize soon, hopefully by the end of 2022 or early in 2023. “The used car market is starting to come down in price,” Clark said recently. “It's not a straight line, but there's a decline.”

How many cars are waiting for chips? ›

Right now, there are close to 100,000 GM vehicles waiting for the chips, and the company says that most of them were built last month. However, the automaker is optimistic it would be able to install the missing systems in a timely manner, but this isn't necessarily good news for customers in the States.

Will used car prices drop in 2023? ›

You will find better prices on cars in 2023, most likely, but some experts say that you might find a good deal as early as late fall/early winter of 2022.

Who makes computer chips for cars? ›

The global automotive semiconductor market size was estimated at USD 43.6 billion in 2021. Infineon, NXP, and Renesas were the biggest automotive semiconductor manufacturers.

Is there still a car shortage in 2022? ›

Is the Car Inventory Shortage Over? In short, no. Asbury Automotive Group, amongst other powerhouse publicly traded dealer groups, anticipates that new inventory levels will continue to remain low in 2022.

Why are used cars so expensive? ›

With the limited production and availability of new vehicles, private sellers and dealerships are searching for more used vehicles to supplement their inventories. As the demand for used vehicles grows and supply dwindles, the price of the available used cars continues to rise.

Is Toyota affected by the chip shortage? ›

Toyota cuts vehicle production over global chip shortage

Toyota is to slash global production of motor vehicles due to the semiconductor shortage. The news comes as Samsung pledges to invest about $360 billion over the next five years to bolster chip production, along with other strategic sectors.

How long will used car prices remain high? ›

Used-Car Prices Will Drop: Here's How to Prepare. As new-car inventory begins to stabilize, J.D. Power forecasts that used-vehicle values will begin their descent to more normal levels by late 2022 and into 2023.

Do electric cars need chips? ›

Not only have electric vehicles increased in sales and popularity, further seen from the plethora of Super Bowl LVI commercials, but each vehicle requires many chips. To put it into perspective, a Ford Focus uses roughly 300 semiconductor chips, whereas the electric Mach-e utilizes almost 3,000 semiconductor chips.

What car companies are most affected by chip shortage? ›

Global ramifications

But Ford wasn't the only automaker to stumble. Volkswagen fell short of planned production by around 1.15 million vehicles, GM and Toyota were both out about 1.1 million and Stellantis came up short by around 1 million units. But not all companies were affected equally.

What cars would survive an EMP? ›

Most cars will survive an EMP attack, but the vehicle that is most likely to survive is an older model diesel vehicle with minimal electronics. For a surefire way to shield from EMP, building a faraday cage garage for your car would be a useful project.

Is it worth buying a new car in 2022? ›

While soaring used car prices are bad for those who can't afford a new car, they may mean 2022 is a good time to buy a car for those with a vehicle to trade in. A high trade-in price means added capital that can help reduce the finance share of purchasing a new car.

When should you not trade in your car? ›

It is best not to trade in your vehicle when you purchased it very recently. As soon as you drive a new vehicle off the lot, it loses around 10% of its value and up to 20% of its value within the first year. If you purchased a new, not used, vehicle within the last year and are thinking of trading it in, just don't.

What is the best time to buy a car in 2022? ›

Consider the Previous or Outgoing Model Year

You can also get a good deal by purchasing a new car toward the end of its model year, for example, a 2022 model in December of 2022. Traditionally, new model year vehicles start to come out in the fall of the previous year.

When should I buy a car? ›

New Year's Eve and Year-End Sales Events

New Year's Eve and the New Year's Day holiday are some of the best times to buy a new or used car. The days are typically packed with special end-of-year sales events and supported with great buying and lease deals from automakers.

Will car prices drop in 2025? ›

“Therefore, if we factor in the extra supply with the time it will take to gain some production efficiencies,” Prescott said, “I expect to see prices to start slowly dipping by 2025 and see a significant price drop by 2030.”

Are new cars more expensive now? ›

How much does a new car cost in 2022? Vehicles are also getting more expensive. The average price paid for a new vehicle was the highest on record in July at $48,182, up 12% from the prior-year period, according to Kelley Blue Book. Buyers last month paid on average $875 above sticker price in the non-luxury segment.

Are used car prices coming down? ›

Pre-owned car prices sank 4% in August to the lowest since last September, according to Manheim data. Waning demand will make for "an absolute vortex of deflation" at used car lots, one expert tweeted. But while prices are broadly falling, some manufacturers' cars are still proving to be solid investments.

Will high gas prices lower car prices? ›

Here's the Short Answer to Whether Car Sales Rise Or Fall Based on Gas Prices: Even with the growth of electric and hybrid cars, gas prices continue to impact car sales to a considerable extent. Studies show a surge in gas prices leads to a sharp decline in car sales.

How many chips does a car have? ›

Electronic Control Unit modules in the modern car

How many chips are in our vehicles? Estimates say that there are roughly around 1,000+ chips in a non-electric vehicle and twice as much in an electric one.

Who manufactures for chip shortage? ›

The shortage also gave new power to lesser-known chipmakers still building chips with earlier-generation "legacy node" manufacturing technology. That includes ST Microelectronics, Onsemi, Microchip, NXP Semiconductors and Infineon.

What companies will benefit from chip shortage? ›

Here are eight top semiconductor stocks to buy in 2022.
  • Taiwan Semiconductor Manufacturing Co. Ltd. ( ...
  • Broadcom Inc. ( AVGO) ...
  • ASML Holding NV (ASML) ...
  • Advanced Micro Devices Inc. ( ...
  • Applied Materials Inc. ( ...
  • Lam Research Corp. ( ...
  • 8 semiconductor stocks to buy during the chip shortage:
27 Jul 2022

Why can't the US make chips for cars? ›

What Caused the Chip Shortage? While the chip shortage can be attributed to multiple factors, the COVID-19 pandemic is the primary cause. At the beginning of the pandemic, automakers shut down factories and temporarily paused vehicles production.

What chips go into cars? ›

A semiconductor chip, also called a microchip, serves as the “brain” of modern electronics. Manufactured from silicon, these highly engineered components are essentially a type of electric circuit.

Why is it so hard to get a car? ›

Inventory remains low and demand is high, so buying a new car, even if it is used, has become a whole lot harder for consumers, pushing them to give up visions of a dream car and dole out more money for alternative options.

Why is it so hard to get a car now? ›

New cars have been in short supply for some time, mostly because of a global, pandemic-related scarcity of the microchips needed to build them. As a result, used cars are more expensive than ever.

Why are there no new Toyotas? ›

“In addition to the shortage of semiconductors, the spread of Covid-19 and other factors are making it difficult to look several months ahead, and there is a possibility that the production plan may be lower.” A lack of chips was the big reason for lower production in 2021.

Who makes chips for Toyota? ›

Denso Corp., one of the world's top automotive semiconductor manufacturers and a key supplier to Toyota Motor Corp., may consider spinning off its chip business, which generates around 420 billion yen ($3.1 billion) in sales, the company's chief technology officer said Friday.

Is Toyota making cars right now? ›

Toyota now plans to make about 750,000 vehicles in May and about 800,000 vehicles, on average, in the months of May, June and July. Recently, the company has been selling cars at a rate of about 840,000 units a month. Things don't appear to be getting all that much better as time moves on.

Why are cars so expensive right now 2022? ›

Since the COVID-19 pandemic began, prices for new cars have hit an all-time high. The average car cost 41% more in November 2021 than before the pandemic. Fortunately, car prices are expected to return to normal this year, and throughout 2022, the situation will progressively improve.

Do car prices go down in a recession? ›

Today, the demand for new and used vehicles far exceeds the supply of vehicles. If a recession weakens the demand for cars, it may drive prices down slightly, but it won't be a massive decrease in car prices like we saw in 2008 and 2020.

Are car sales slowing down? ›

“Supply is probably the most important factor as a predictor of when we get to normal patterns.” New vehicle sales are down 19% so far this year compared with 2021, when the computer chip shortage first began to impact cars' availability.

What cars are not affected by the chip shortage? ›

Here Are Features Some New Cars Won't Get Because of the Chip Shortage
  • BMW: Touchscreen. BMW. ...
  • Marc UrbanoCar and Driver. ...
  • Cadillac: Super Cruise (Now Resumed) ...
  • Cadillac. ...
  • Chevrolet/GMC: HD Radio. ...
  • Chevrolet/GMC: Heated Seats and Steering Wheels. ...
  • Ford: Satellite Navigation. ...
  • Ford.
13 Nov 2021

What is Ford doing with all the trucks without chips? ›

Ford has decided to sell and ship vehicles without the chips that power non-safety features. The automaker will instead send the chips a year later to the dealers for installation after a vehicle is purchased.

Who supplies Ford chips? ›

Although it is 89 percent owned by the government of Abu Dhabi, GlobalFoundries makes classified chips for the Pentagon in factories in Vermont and upstate New York.

What is delaying new car production? ›

Why are vehicle orders being delayed? The main issue affecting new car supply is a global shortage of semiconductors, or 'chips', which feature in most electrical items from washing machines and home computers, to TVs and new cars.

How long does it take for a car to be delivered to the dealership 2021? ›

The distribution company will transport your car from the docks to the dealership. Once you've reached this stage, the dealer should be able to give you a firm delivery date; however, the time frame from completed pre-delivery inspection paperwork to actual delivery can vary from three days up to two weeks.

Is there a shortage of new cars in UK? ›

It is no secret that new car sales are down in the UK. According to Autoexpress, the UK new car market is at its lowest ebb since 2013. The 68,033 new vehicle registrations recorded in August 2021 was 22% lower than August 2020 and nearly 8% down on the average seen in August over the last decade.

Why is Kia taking so long to deliver? ›

Issues such as semiconductor chip shortages, shipping problems and sickness and isolation have affected the ability of manufacturers like Kia to keep their production lines going over the last two years. As such, all of the brand's models are currently experiencing some delays.

Is car shortage getting better? ›

Because of these ongoing challenges, production isn't expected to return to normal until 2023 and inventory levels may not rebound until the second half of 2023. Substantial cash incentives likely won't reappear until inventory levels are restored and new-car prices may continue to climb in the meantime.

Is the car chip shortage getting better? ›

Aug 3 (Reuters) - The shortages of computer chips that forced global automakers to scrap production plans for millions of cars over the past two years are easing - at a new and permanent cost to the car companies.

Is chip shortage Getting Better? ›

The second half of 2022 will start to reflect supply chain recovery according to J.P. Morgan Research. Global car production is forecasted to be up 7% in the 2023 fiscal year, with sequential improvements expected from the second half of 2022 as the chip shortage gradually improves.

What is the average waiting time for a new car? ›

When you order a new car from the factory, you normally expect it to take six or maybe even eight weeks to arrive at the dealership.

How long does it take to build a car on the assembly line? ›

Once those parts are manufactured and brought to the final production line, it takes automakers about 18 to 35 hours to produce one mass-market vehicle – from welding to full engine assembly to painting. That's about 3 to 4 typical shifts, with hundreds of skilled workers backing up different parts of the process.

How long does it take for a car to get from factory to dealership? ›

1. It can take a long time. It will likely take six to eight weeks for a domestic car to be built to your specifications and delivered to your dealer. With an import, you can throw in the time to cross an ocean and transportation from the port, meaning it could take a few months.

Will car prices drop in 2022? ›

Used car prices are already starting to drop as the market cools, having seemingly peaked in early 2022. On the other hand, new vehicle prices are unlikely to drop in 2022 due to persistent inflationary pressures. “There's still a lot of inflation bubbling up in the new vehicle supply chain.

Is it worth buying a new car in 2022? ›

While soaring used car prices are bad for those who can't afford a new car, they may mean 2022 is a good time to buy a car for those with a vehicle to trade in. A high trade-in price means added capital that can help reduce the finance share of purchasing a new car.

Who makes computer chips for cars? ›

The global automotive semiconductor market size was estimated at USD 43.6 billion in 2021. Infineon, NXP, and Renesas were the biggest automotive semiconductor manufacturers.

Is there a shortage of Kia cars? ›

At the beginning of 2021, Kia and Hyundai had a backorder of just 100,000 vehicles, but that number exceeded 500,000 in March of 2022, reports The Korea Times citing industry officials. The delay is a major barrier to the brand's goals of selling 7.47 million cars this year.

How long does it take for a new Ford to be delivered? ›

How Long Does It Take For Ford To Deliver? Typically, you can expect Ford to deliver a factory vehicle within ten weeks of its order date. This timeline applies to most of their cars, although upcoming releases may take a bit longer depending on demand.

How long does it take Ford to build a car? ›

Luckily, Ford factories happily take custom orders, which they promptly fill. On average, it takes about 8 to 10 weeks to make a Ford truck. Ford will even take steps to keep you informed throughout the process!

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