F&I Hall of Fame
Larry Dorfman, Arden Hetland and David Robertson were recently inducted as the first class of Bobit Dealer Group best-of-the-best.
Arden Hetland
David Robertson
Larry Dorfman
By Tariq Kamal
Guests of the 14th annual Agent Summit filled a ballroom in April at the Cosmopolitan of Las Vegas for a special ceremony: the induction of three longtime industry executives and leaders as the inaugural group of Bobit Dealer Group’s newly formed F&I Hall of Fame.
Larry Dorfman, Arden Hetland and David Robertson stood out among the ? of nominees that poured in when Bobit put out its call earlier this year.
The ceremony honoring the men was hosted by Tony Wanderon, CEO of APCO Holdings, who posed the idea of a sector hall of fame to Bobit Dealer Group President David Gesualdo. Wanderon, who served as chairman of the hall of fame selection committee, was joined by co-host and committee member Ron Reahard, founder and president of Reahard & Associates.
Start to finish, the ceremony lasted only about 20 minutes, as the inductees gave brief but gracious acceptance speeches and received trophies. Not long, but appropriate for an industry that rewards efficiency, productivity and professionalism — thanks in no small part to the groundwork laid by the honorees.
“All three have different characteristics, supporting different parts of the industry, but all three have made contributions unseen by many,” Wanderon says. “To explain those things and how they got there rewards them and educates us.”
Larry Dorfman
Years in industry:
1984 to 2019
Starting with a conversation between Wanderon and Gesualdo, longtime publisher of “F&I and Showroom,” the hall of fame fills what Wanderon saw as a recognition gap. Noting that every established industry he was aware of had a hall of fame, Wanderon recalls, “I said it would probably be nice if we could start recognizing people for the things they’ve done.”
Gesualdo agreed and asked Wanderon to serve as committee chairman. They hammered out criteria, set up a webpage to accept nominations, and put the word out via Bobit newsletters, emails and magazines. Gesualdo said he kept the company’s late founder, Ed Bobit, in mind as the selection process unfolded.
“I told Tony and Ron we had to be very selective, to only pick people who are no-brainers, true visionaries who saw where we as an industry needed to be, even when it wasn’t clear to the people around them,” Gesualdo says. “I know Ed Bobit would have absolutely been pleased with the three inductees. I know how he felt about those guys.”
“I think it’s an outstanding charter class,” Reahard says. “I feel those people who were nominated and inducted deserve to be there. They have made a major impact on our industry and made it much better.”
In the end, four inductees were decided on and notified — the fourth being Pat Ryan, the legendary founder of Pat Ryan & Associates who is considered by Wanderon and many others to be the “godfather of F&I.”
“He made a decision he wasn’t going to be able to come. It was a long shot. Clearly, he’s elevated himself beyond F&I,” Wanderon says. “No matter. He was talked about and will continue to be, even if he’s not physically there.”
Stalwarts and Visionaries
Wanderon believes induction into the F&I Hall of Fame should be based not just on what one has done in the industry but for the industry — in a word, “impact.” The first class exemplifies that criterion, among many others.
Dorfman founded APCO — which includes the EasyCare and GWC Warranty brands, among others — with his wife, Cathy, in 1984. The Norcross, Ga.-based company grew into one of the biggest and best-regarded F&I product, service and technology providers the industry is likely to ever see. Dorfman served as APCO’s chief executive and innovator for the first 30-plus years of its existence.
“Larry has always been one of those people who can knock down walls. He cares about people tremendously — employees, clients, customers. And he still has a big voice in the market,” Wanderon says. “He is one of the best salespeople and relationship-builders I’ve ever seen. Larry is driven to take care of people as well as anyone I’ve met.” Gesualdo agrees, describing Dorfman as “all heart, more than people who don’t know him may realize.” As an example, he points to The Best Training Day Ever, a “legendary” series of events featuring many of the industry’s best and brightest trainers. Dorfman brought it to Industry Summit in 2017 and offered free admission to the F&I professionals, agents and executives who attended.
“Larry really believed in the rising tide theory. It was about providing the best experience possible so more people would do it and benefit from it, even if that meant offering training to people he didn’t do business with,” Gesualdo says. “He put his money where his mouth is. He invested in new ideas and new technology. He never took his foot off the gas.”
Hetland founded and served as CEO of American Financial & Automotive Services. Based in The Woodlands, Texas, American Financial and its Automotive Training Academy were acquired by Assurant in 2020.
Hetland didn’t invent the concept of F&I training, but Gesualdo and many other of his peers credit him with making training and compliance intrinsic elements of a successful program, noting he was among the founding members, with Robertson, of the Association of Finance & Insurance Professionals.
“I always saw Arden as someone who, whether you agreed with him or not, you knew he was doing what he thought was best for the industry,” Gesualdo says. “Even when no one would have known or faulted him for taking the low road, he still took the high road. As a result, he slowly but surely took F&I to a whole new level.”
Gesualdo describes Hetland as “a man of few words” and a “calm force.” That sentiment is echoed by Wanderon, who believes Hetland’s demeanor helped him drive a new way of doing business that dealers and partners embraced. “He is humble, soft-spoken, doesn’t have heightened emotions, up or down,” Wanderon says. “Very professional, very driven, but very respectful and appreciative of where he was able to get to in the industry.”
Robertson had already forged an impressive F&I resume by the time he joined the team that founded AFIP in 1989. He started in sales, then moved to finance, for two Colorado franchised dealerships before serving in executive positions with World Service Life Insurance Co. and Warrantech Corp. He also founded and owned Dealer Based Services and Member Benefits Services.
But Robertson’s legacy will almost certainly be defined by his unerring dedication to compliance.
“Dave was the first one who really brought a full compliance and regulation thought process to the industry,” Wanderon says. “Everybody has great ideas and great thoughts. It’s a matter of executing, fighting through the battles to get people onboard with something new and different. Many dealers didn’t want that kind of training. They feared it would reduce profits.” Robertson would forge an enduring partnership with Bobit, spreading the gospel of compliance through publications and events. In one of their first meetings, Gesualdo recalls, Ed Bobit raised the question on everyone’s minds: Will compliance affect profitability?
“Dave said that, ultimately, it will benefit them. He knew something that few others knew but has proven to be correct: If you do things the right way, we all end up making more money in the long run. And that was a tough road, I’m sure.”
The 2024 Class
With the inaugural F&I Hall of Fame class in the record books, Wanderon looks forward to honoring more pillars of the industry in the years to come. The next class will be inducted at Agent Summit 2025, scheduled for March 2 to March 5 at Caesars Palace Las Vegas.
“… A lot of people were very happy we acknowledged the people who were up there,” Wanderon says. “They like that we’re taking steps to look at people and the contributions they’ve made to the industry.”
Gesualdo notes that a number of Agent Summit guests told him the ceremony was the highlight of the event and expressed eagerness to nominate their associates for future classes. All seemed to appreciate having a framework in place to recognize those who have helped a relatively young industry grow and mature.
He also credits Wanderon with turning the concept into reality by doing the work of nailing down the nomination process and criteria, as well as a workable, albeit compressed, timeline.
“Tony put his heart and soul into this. Some people want to start something and just be the figurehead. He took the initiative and did a great job,” Gesualdo says. “In the end, we accomplished the goal of electing a class of people who have been doing it right from the very beginning.”
Future Plans
Best of the Best
Innovation and impact
In March, industry members were encouraged to submit nominations for the F&I Hall of Fame. Criteria included:
Tariq Kamal is an automotive industry executive and consultant with expertise in dealership, agency, administrative and fleet operations.
As founder and longtime leader of APCO Holdings — and in retirement — F&I Hall of Famer has found success by putting people first.
By Tariq Kamal
In Atlanta, Larry Dorfman is known as a co-founder of and active partner in Roots, a community-focused investment fund that gives renters an opportunity to invest and build equity in the real estate market.
To his colleagues in the F&I industry, Dorfman is better known as co-founder with wife, Cathy, of APCO Holdings, a leading product provider and administrator, owner of the EasyCare and GWC Warranty brands, home to hundreds of full-time associates, and partner to thousands of agents, dealers and customers.
What do Roots and APCO have in common? They put people first, Dorfman says, and he believes that is the key to success in any endeavor. He notes that when the Dorfmans started their business in 1984, F&I was not a new concept but was still taking shape.
“Pat Ryan built it first. Then there were 40 copies out there, putting out product. We wanted to make sure we delivered fast, effective claims. We were never the cheapest, nor did we try to be,” Dorfman says, crediting longtime APCO executive Mike Curran with bringing a passionate customer service ethos and a strong analytical approach to the business.
“He ran the whole claims operation and more. He was fanatic about claims response times — how long it took to get to a live adjuster — and got it down to 23 seconds. Get the stats, get the information, drive the KPIs that show we execute what we promise.”
As his company grew over his 35 years at the helm, Dorfman continued to develop and invest in new ways to solve old problems. EasyCare was among the first F&I providers to offer a mobile solution designed to create a service experience tied to the products dealers offer.
“We weren’t a tech company. But we built or sought out technology that could drive our information, our data, our claims handling,” he says. “You don’t have to be on the leading edge, but you cannot get behind the curve. You have to be able to adapt your business around the technology designed to make it better.”
But Dorfman never strayed too far from his roots. In 2018, he spent 200 days in the field, mostly in dealerships, supporting agents. “Agents who came to our organization did so because we’re agent-focused. Ask them what APCO is like.”
Dorfman says he is proud to be part of the F&I Hall of Fame’s first class. However, he insists any recognition should be shared with Cathy and every other member, past and present, of their team.
“As a group, we had an impact. We determined things had to be done a certain way. This honor belongs to all of them.”
Known as:
Co-founder and former chairman of APCO Holdings
Legacy:
Building a people-first F&I product provider and administrator; investing in technology; and connecting variable and fixed operations
Welcome to the
gold SPONSOR
Legacy:
Dedication to professionalism, ethics and compliance; innovation in team-building and F&I training
Known as:
Former owner and CEO of American Financial & Automotive Systems
Years in industry:
1976 to 2022
By Tariq Kamal
When then-owner and CEO Arden Hetland sold American Financial & Automotive Services to Assurant in 2020, he was proud to note that, in an industry known for rapid turnover at every level, American Financial’s roster was filled with long-tenured professionals.
“We had so many people that were 25- or 30-year associates, some of whom were close to retirement, and a lot at the 15- to 20-year level,” Hetland says. “Very seldom did we have to have a termination. If you joined our company, everyone knew that if you lied to a dealer, it was grounds for immediate termination.”
Hetland says he believes professionalism and ethics were critical to the success of The Woodlands, Texas-based American Financial — a leading F&I product and training provider that lives on as Assurant Dealer Services — as well as the growth and maturation of the industry as a whole.
But he also lived and worked through the “Wild, Wild West” years of the F&I industry, a sector reputation Hetland has fought hard to change. But he did so quietly. Those who know Hetland describe him as humble and soft-spoken, a welcome aberration in an industry filled with big voices.
“I think it’s just the way I was brought up,” Hetland says of his low-key character, noting his North Dakota farming community upbringing. He earned a geology degree from North Dakota State, hoping to join the U.S. Forest Service as a hydrologist. But he needed a master’s degree to qualify, so he took a sales job at an auto dealership while he figured out his next steps.
“I was fortunate to work with a general manager who provided exceptional training and who knew you don’t have to slam customers to sell cars.”
Hetland stuck to that principle as his career advanced. Along the way, he became a founding member of the Association of Finance & Insurance Professionals and launched the now nationally recognized Automotive Training Academy, originally called F&I University.
Throughout his long career, Hetland says he enjoyed the unwavering support of Donna, his wife and high school sweetheart, their daughters, Laura and Kristen, and their six grandchildren.
Today, he is part of the charter class of the F&I Hall of Fame.
“It was very, very humbling to me, to receive that honor,” he says. “It’s just amazing. Because I love the industry so much. It makes me very proud to be part of it, and I always have been.”
Hetland joins the charter class of the F&I Hall of Fame following a long career built on a foundation of professionalism.
Arden Hetland
Legacy:
Creating and championing a compliance-based approach to F&I training and product sales
Known as:
A founding member, owner and chairman of the Association of Finance & Insurance Professionals
Years in industry:
0000 to 0000
By Tariq Kamal
With hard work, determination and longevity, many of those who dedicate their lives and careers to the auto industry will earn a certain level of esteem among their peers: instant name recognition and a widely held appreciation for their unique contributions.
David Robertson reached that level many years ago. But he didn’t stop there. As a founding member and now owner and chairman of the Forth Worth, Texas-based Association of Finance & Insurance Professionals, Robertson is known within and without the F&I world as an advocate for statutory and regulatory compliance, an expert witness and ass a TV and radio show guest.
Robertson started his career on the sales floor in 1971 after serving as a first lieutenant in the U.S. Army in the Vietnam War and graduating from Fort Lewis (Colo.) College with a degree in business administration. He also holds an MBA from Northwood University.
“I go back far enough to before Regulation Z was even implemented. There were no rules,” he says. “As the industry progressed, and the laws became more stringent, more precise and more tightly controlled, some of us said maybe we’d better do something more formal.”
To that end, Robertson was invited — along with fellow F&I Hall of Fame inductee Arden Hetland — to join the team that would launch AFIP in 1989. Originally conceived in partnership with and to the benefit of General Motors Acceptance Corp., Ford Motor Credit and the Hendricks Automotive Group, AFIP has since certified nearly 100,000 F&I professionals in dealerships across the country.
“Arden and I were a couple of farm boys who learned early that the keys to success are hard work and treating people fairly,” Robertson says.
But in the beginning, many dealers didn’t see the need for compliance training or were concerned that it would hurt production. Today, F&I and compliance are essentially one and the same. What changed?
“Two things: No. 1, there was a mechanism to do it that produced results,” he said. “No. 2, increasing regulations made compliance a more immediate concern. I see all this as a positive evolutionary trend that some have capitalized on and others have benefited from.”
In April, Robertson’s efforts and those of the rest of AFIP team — which include his wife, Linda, and son Shannon, who serve as the organization’s member benefits president and executive director, respectively — culminated in his induction as one of three charter members of the F&I Hall of Fame. “I thought it was a good thing for the industry, and I was honored to be part of it,” he says. “It spoke well to the people who received the honor, and it’s good to have a formal way to recognize people — not just us, but those who will serve the industry in the future.”
Dedication to compliance had an immediate and lasting impact on the F&I industry.
David Robertson
David Robertson
Arden Hetland
Larry Dorfman
Leadership and vision
Ethics and integrity
Educational and mentorship contributions
Regulatory and policy influence
Community and societal impact
Career longevity and consistency
Innovation and impact
Leadership and vision
Ethics and integrity
Educational and mentorship contributions
Regulatory and policy influence
Community and societal impact
Career longevity and consistency
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F&I Hall of Fame Inductees
silver SPONSOR
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2024
David Robertson
Arden Hetland
Larry Dorfman
Legacy:
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Known as:
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Years in industry:
0000 to 0000
By Tariq Kamal
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David Robertson
Legacy:
Dedication to professionalism, ethics and compliance; innovation in team-building and F&I training
Known as:
Former owner and CEO of American Financial & Automotive Systems
Years in industry:
1976 to 2022
By Tariq Kamal
When then-owner and CEO Arden Hetland sold American Financial & Automotive Services to Assurant in 2020, he was proud to note that, in an industry known for rapid turnover at every level, American Financial’s roster was filled with long-tenured professionals.
“We had so many people that were 25- or 30-year associates, some of whom were close to retirement, and a lot at the 15- to 20-year level,” Hetland says. “Very seldom did we have to have a termination. If you joined our company, everyone knew that if you lied to a dealer, it was grounds for immediate termination.”
Hetland says he believes professionalism and ethics were critical to the success of The Woodlands, Texas-based American Financial — a leading F&I product and training provider that lives on as Assurant Dealer Services — as well as the growth and maturation of the industry as a whole.
But he also lived and worked through the “Wild, Wild West” years of the F&I industry, a sector reputation Hetland has fought hard to change. But he did so quietly. Those who know Hetland describe him as humble and soft-spoken, a welcome aberration in an industry filled with big voices.
“I think it’s just the way I was brought up,” Hetland says of his low-key character, noting his North Dakota farming community upbringing. He earned a geology degree from North Dakota State, hoping to join the U.S. Forest Service as a hydrologist. But he needed a master’s degree to qualify, so he took a sales job at an auto dealership while he figured out his next steps.
“I was fortunate to work with a general manager who provided exceptional training and who knew you don’t have to slam customers to sell cars.”
Hetland stuck to that principle as his career advanced. Along the way, he became a founding member of the Association of Finance & Insurance Professionals and launched the now nationally recognized Automotive Training Academy, originally called F&I University.
Throughout his long career, Hetland says he enjoyed the unwavering support of Donna, his wife and high school sweetheart, their daughters, Laura and Kristen, and their six grandchildren.
Today, he is part of the charter class of the F&I Hall of Fame.
“It was very, very humbling to me, to receive that honor,” he says. “It’s just amazing. Because I love the industry so much. It makes me very proud to be part of it, and I always have been.”
Hetland joins the charter class of the F&I Hall of Fame following a long career built on a foundation of professionalism.
Arden Hetland
Legacy:
Building a people-first F&I product provider and administrator; investing in technology; and connecting variable and fixed operations
Known as:
Co-founder and former chairman of APCO Holdings
Years in industry:
1984 to 2019
By Tariq Kamal
In Atlanta, Larry Dorfman is known as a co-founder of and active partner in Roots, a community-focused investment fund that gives renters an opportunity to invest and build equity in the real estate market.
To his colleagues in the F&I industry, Dorfman is better known as co-founder with wife, Cathy, of APCO Holdings, a leading product provider and administrator, owner of the EasyCare and GWC Warranty brands, home to hundreds of full-time associates, and partner to thousands of agents, dealers and customers.
What do Roots and APCO have in common? They put people first, Dorfman says, and he believes that is the key to success in any endeavor. He notes that when the Dorfmans started their business in 1984, F&I was not a new concept but was still taking shape.
“Pat Ryan built it first. Then there were 40 copies out there, putting out product. We wanted to make sure we delivered fast, effective claims. We were never the cheapest, nor did we try to be,” Dorfman says, crediting longtime APCO executive Mike Curran with bringing a passionate customer service ethos and a strong analytical approach to the business.
“He ran the whole claims operation and more. He was fanatic about claims response times — how long it took to get to a live adjuster — and got it down to 23 seconds. Get the stats, get the information, drive the KPIs that show we execute what we promise.”
As his company grew over his 35 years at the helm, Dorfman continued to develop and invest in new ways to solve old problems. EasyCare was among the first F&I providers to offer a mobile solution designed to create a service experience tied to the products dealers offer.
“We weren’t a tech company. But we built or sought out technology that could drive our information, our data, our claims handling,” he says. “You don’t have to be on the leading edge, but you cannot get behind the curve. You have to be able to adapt your business around the technology designed to make it better.”
But Dorfman never strayed too far from his roots. In 2018, he spent 200 days in the field, mostly in dealerships, supporting agents. “Agents who came to our organization did so because we’re agent-focused. Ask them what APCO is like.”
Dorfman says he is proud to be part of the F&I Hall of Fame’s first class. However, he insists any recognition should be shared with Cathy and every other member, past and present, of their team.
“As a group, we had an impact. We determined things had to be done a certain way. This honor belongs to all of them.”
As founder and longtime leader of APCO Holdings — and in retirement — F&I Hall of Famer has found success by putting people first.
Larry Dorfman
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Since 1984, EasyCare has been helping some of the most successful dealerships and agents drive results by offering a full suite of F&I products, forward-thinking training, dealership development, and consultative participation programs. EasyCare is part of the APCO Holdings, LLC brand family, which also encompasses Crystal Fusion and GWC Warranty. EasyCare F&I products are the only “MotorTrend® Recommended Best Buy” in the industry. They also carry an A+ rating from the Better Business Bureau, support over 8,000 dealers, have protected over 23 million customers, and have paid over $3.7 billion in claims. For more information about EasyCare, please visit easycare.com.
Why did APCO Holdings sponsor the F&I Hall of Fame?
The idea for the F&I Hall of Fame came from Tony Wanderon, CEO of APCO Holdings during a call with David Gesualdo, Dealer Group President. “This is long overdue and will allow us to recognize those who have changed the game by their innovation, ethical leadership, and unwavering commitment to our industry” stated Wanderon in an interview when he was named as the head of the selection committee.
What impact do you expect the Hall of Fame to have on our industry?
By highlighting exemplary individuals who have significantly contributed to the F&I industry, the Hall of Fame elevates industry standards and inspires others to strive for excellence.
Do you have any thoughts on this year's inductees?
Tony Wanderon, CEO of APCO Holdings, stated during the awards presentation the honorees are “models of how to do business the right way.” Each inductee has strived consistently to make the F&I industry better.
What do you think qualifies someone for this type of honor?
Someone who has made significant contributions to the advancement and betterment of our industry.
What qualities/attributes do you think an individual must possess to leave a lasting and positive influence on the industry?
Someone who brings innovation that has transformed the market, who demonstrates leadership both professionally and personally, and upholds a record of ethical conduct and integrity for the industry.
Mosaic Compliance Services is a leader in the dealership compliance space, offering solutions for policies and training, Safeguards, Environmental, Health & Safety, audits, and CARS Rule compliance. Mosaic has won the Dealers’ Choice Diamond Award for Compliance Training eight years in a row (2016 – 2023), and continues to develop new ways to serve the dealership community.
Why did Mosaic sponsor the F&I Hall of Fame? Mosaic, as a compliance company, has a vested interest in promoting the highest standards of excellence and ethics in the F&I community. Thus, it was a natural fit for us to support the F&I Hall of Fame initiative. It was just a happy coincidence that two of our long-term partners, Arden Hetland and Larry Dorfman, we among the initial honorees.
Do you have any thoughts on this year's inductees? Arden Hetland and Larry Dorfman are very different men, but they share this in common: they both built fiercely loyal teams of happy employees. They truly put people first and their people, in turn, did a fine job of extending their commitment to excellence to the dealerships they served.
Dave Robertson founded the Association of Finance & Insurance Professionals (AFIP), which did much to elevate the professionalism of F&I practitioners. AFIP is no longer the only certification organization in the retail automotive space, but it was the first, and for that Dave Robertson is worthy of recognition.
What do you think qualifies someone for this type of honor?
Remember the movie It’s a Wonderful Life? When the impact of George Bailey’s life was removed from the town of Bedford Falls, it left a tremendous hole. The entire town was better for his having lived there. That sums up what the F&I Hall of Fame strives to recognize: these are the people who, over the course of their careers, made our industry a better place.
Aura is one of the fastest-growing online safety solutions for individuals and families. Through real-time monitoring and alerts, Aura helps detect and mitigate emerging online threats, such as identity theft, financial fraud, scams, and more. We work with over 200 dealerships across the U.S. to offer Aura to hundreds of thousands of consumers. To discover how Aura is reshaping online safety for people everywhere, visit www.aura.com.
Do you think there are any challenges or opportunities currently facing the industry that create a space for an individual or company to make a lasting impact?
The Auto Industry’s Biggest Challenge Can Be an Opportunity to Build Consumer Trust. Car dealerships are becoming a popular target for cybercriminals due to the amount of sensitive customer data they store on-site. In fact, the auto industry is the third most targeted industry by cybercriminals, behind only the healthcare and financial services industries. As the industry becomes more technology-driven, cybercriminals are finding more sophisticated ways to attack. Whether it’s hacking a dealer management system, using a stolen identity to purchase a car, or accessing data stored in a connected vehicle, consumers’ data is constantly at risk. Under the Red Flags Rule, dealers are obligated to protect the personally identifiable information (PII) given to them. One way the industry is giving consumers peace of mind is by offering free identity and fraud protection to anyone who provides them with PII. Dealers find that offering a solution to protect their info proactively shows customers they take data privacy seriously, which builds trust and makes a lasting impression. Contact Aura at autodealer@aura.com to learn about their program offered to tens of thousands of buyers.
David Robertson
Arden Hetland
Larry Dorfman
2024
F&I Hall of Fame archives
By Tariq Kamal
David Robertson
Legacy:
Dedication to professionalism, ethics and compliance; innovation in team-building and F&I training
Known as:
Former owner and CEO of American Financial & Automotive Systems
Years in industry:
1976 to 2022
By Tariq Kamal
When then-owner and CEO Arden Hetland sold American Financial & Automotive Services to Assurant in 2020, he was proud to note that, in an industry known for rapid turnover at every level, American Financial’s roster was filled with long-tenured professionals.
“We had so many people that were 25- or 30-year associates, some of whom were close to retirement, and a lot at the 15- to 20-year level,” Hetland says. “Very seldom did we have to have a termination. If you joined our company, everyone knew that if you lied to a dealer, it was grounds for immediate termination.”
Hetland says he believes professionalism and ethics were critical to the success of The Woodlands, Texas-based American Financial — a leading F&I product and training provider that lives on as Assurant Dealer Services — as well as the growth and maturation of the industry as a whole.
But he also lived and worked through the “Wild, Wild West” years of the F&I industry, a sector reputation Hetland has fought hard to change. But he did so quietly. Those who know Hetland describe him as humble and soft-spoken, a welcome aberration in an industry filled with big voices.
“I think it’s just the way I was brought up,” Hetland says of his low-key character, noting his North Dakota farming community upbringing. He earned a geology degree from North Dakota State, hoping to join the U.S. Forest Service as a hydrologist. But he needed a master’s degree to qualify, so he took a sales job at an auto dealership while he figured out his next steps.
“I was fortunate to work with a general manager who provided exceptional training and who knew you don’t have to slam customers to sell cars.”
Hetland stuck to that principle as his career advanced. Along the way, he became a founding member of the Association of Finance & Insurance Professionals and launched the now nationally recognized Automotive Training Academy, originally called F&I University.
Throughout his long career, Hetland says he enjoyed the unwavering support of Donna, his wife and high school sweetheart, their daughters, Laura and Kristen, and their six grandchildren.
Today, he is part of the charter class of the F&I Hall of Fame.
“It was very, very humbling to me, to receive that honor,” he says. “It’s just amazing. Because I love the industry so much. It makes me very proud to be part of it, and I always have been.”
Hetland joins the charter class of the F&I Hall of Fame following a long career built on a foundation of professionalism.
Arden Hetland
Legacy:
Building a people-first F&I product provider and administrator; investing in technology; and connecting variable and fixed operations
Known as:
Co-founder and former chairman of APCO Holdings
Years in industry:
1984 to 2019
By Tariq Kamal
In Atlanta, Larry Dorfman is known as a co-founder of and active partner in Roots, a community-focused investment fund that gives renters an opportunity to invest and build equity in the real estate market.
To his colleagues in the F&I industry, Dorfman is better known as co-founder with wife, Cathy, of APCO Holdings, a leading product provider and administrator, owner of the EasyCare and GWC Warranty brands, home to hundreds of full-time associates, and partner to thousands of agents, dealers and customers.
What do Roots and APCO have in common? They put people first, Dorfman says, and he believes that is the key to success in any endeavor. He notes that when the Dorfmans started their business in 1984, F&I was not a new concept but was still taking shape.
“Pat Ryan built it first. Then there were 40 copies out there, putting out product. We wanted to make sure we delivered fast, effective claims. We were never the cheapest, nor did we try to be,” Dorfman says, crediting longtime APCO executive Mike Curran with bringing a passionate customer service ethos and a strong analytical approach to the business.
“He ran the whole claims operation and more. He was fanatic about claims response times — how long it took to get to a live adjuster — and got it down to 23 seconds. Get the stats, get the information, drive the KPIs that show we execute what we promise.”
As his company grew over his 35 years at the helm, Dorfman continued to develop and invest in new ways to solve old problems. EasyCare was among the first F&I providers to offer a mobile solution designed to create a service experience tied to the products dealers offer.
“We weren’t a tech company. But we built or sought out technology that could drive our information, our data, our claims handling,” he says. “You don’t have to be on the leading edge, but you cannot get behind the curve. You have to be able to adapt your business around the technology designed to make it better.”
But Dorfman never strayed too far from his roots. In 2018, he spent 200 days in the field, mostly in dealerships, supporting agents. “Agents who came to our organization did so because we’re agent-focused. Ask them what APCO is like.”
Dorfman says he is proud to be part of the F&I Hall of Fame’s first class. However, he insists any recognition should be shared with Cathy and every other member, past and present, of their team.
“As a group, we had an impact. We determined things had to be done a certain way. This honor belongs to all of them.”
As founder and longtime leader of APCO Holdings — and in retirement — F&I Hall of Famer has found success by putting people first.
Larry Dorfman
In March, industry members were encouraged to submit nominations for the F&I Hall of Fame. Criteria included:
Best of the Best
Career longevity and consistency
Community and societal impact
Regulatory and policy influence
Educational and mentorship contributions
Ethics and integrity
Leadership and vision
Innovation and impact
Career longevity and consistency
Community and societal impact
Regulatory and policy influence
Educational and mentorship contributions
Ethics and integrity
Leadership and vision
Innovation and impact
With the inaugural F&I Hall of Fame class in the record books, Wanderon looks forward to honoring more pillars of the industry in the years to come. The next class will be inducted at Agent Summit 2025, scheduled for March 2 to March 5 at Caesars Palace Las Vegas.
“… A lot of people were very happy we acknowledged the people who were up there,” Wanderon says. “They like that we’re taking steps to look at people and the contributions they’ve made to the industry.”
Gesualdo notes that a number of Agent Summit guests told him the ceremony was the highlight of the event and expressed eagerness to nominate their associates for future classes. All seemed to appreciate having a framework in place to recognize those who have helped a relatively young industry grow and mature.
He also credits Wanderon with turning the concept into reality by doing the work of nailing down the nomination process and criteria, as well as a workable, albeit compressed, timeline.
“Tony put his heart and soul into this. Some people want to start something and just be the figurehead. He took the initiative and did a great job,” Gesualdo says. “In the end, we accomplished the goal of electing a class of people who have been doing it right from the very beginning.”
Future Plans
Wanderon believes induction into the F&I Hall of Fame should be based not just on what one has done in the industry but for the industry — in a word, “impact.” The first class exemplifies that criterion, among many others.
Dorfman founded APCO — which includes the EasyCare and GWC Warranty brands, among others — with his wife, Cathy, in 1984. The Norcross, Ga.-based company grew into one of the biggest and best-regarded F&I product, service and technology providers the industry is likely to ever see. Dorfman served as APCO’s chief executive and innovator for the first 30-plus years of its existence.
“Larry has always been one of those people who can knock down walls. He cares about people tremendously — employees, clients, customers. And he still has a big voice in the market,” Wanderon says. “He is one of the best salespeople and relationship-builders I’ve ever seen. Larry is driven to take care of people as well as anyone I’ve met.” Gesualdo agrees, describing Dorfman as “all heart, more than people who don’t know him may realize.” As an example, he points to The Best Training Day Ever, a “legendary” series of events featuring many of the industry’s best and brightest trainers. Dorfman brought it to Industry Summit in 2017 and offered free admission to the F&I professionals, agents and executives who attended.
“Larry really believed in the rising tide theory. It was about providing the best experience possible so more people would do it and benefit from it, even if that meant offering training to people he didn’t do business with,” Gesualdo says. “He put his money where his mouth is. He invested in new ideas and new technology. He never took his foot off the gas.”
Hetland founded and served as CEO of American Financial & Automotive Services. Based in The Woodlands, Texas, American Financial and its Automotive Training Academy were acquired by Assurant in 2020.
Hetland didn’t invent the concept of F&I training, but Gesualdo and many other of his peers credit him with making training and compliance intrinsic elements of a successful program, noting he was among the founding members, with Robertson, of the Association of Finance & Insurance Professionals.
“I always saw Arden as someone who, whether you agreed with him or not, you knew he was doing what he thought was best for the industry,” Gesualdo says. “Even when no one would have known or faulted him for taking the low road, he still took the high road. As a result, he slowly but surely took F&I to a whole new level.”
Gesualdo describes Hetland as “a man of few words” and a “calm force.” That sentiment is echoed by Wanderon, who believes Hetland’s demeanor helped him drive a new way of doing business that dealers and partners embraced. “He is humble, soft-spoken, doesn’t have heightened emotions, up or down,” Wanderon says. “Very professional, very driven, but very respectful and appreciative of where he was able to get to in the industry.”
Robertson had already forged an impressive F&I resume by the time he joined the team that founded AFIP in 1989. He started in sales, then moved to finance, for two Colorado franchised dealerships before serving in executive positions with World Service Life Insurance Co. and Warrantech Corp. He also founded and owned Dealer Based Services and Member Benefits Services.
But Robertson’s legacy will almost certainly be defined by his unerring dedication to compliance.
“Dave was the first one who really brought a full compliance and regulation thought process to the industry,” Wanderon says. “Everybody has great ideas and great thoughts. It’s a matter of executing, fighting through the battles to get people onboard with something new and different. Many dealers didn’t want that kind of training. They feared it would reduce profits.” Robertson would forge an enduring partnership with Bobit, spreading the gospel of compliance through publications and events. In one of their first meetings, Gesualdo recalls, Ed Bobit raised the question on everyone’s minds: Will compliance affect profitability?
“Dave said that, ultimately, it will benefit them. He knew something that few others knew but has proven to be correct: If you do things the right way, we all end up making more money in the long run. And that was a tough road, I’m sure.”
The 2024 Class
Starting with a conversation between Wanderon and Gesualdo, longtime publisher of “F&I and Showroom,” the hall of fame fills what Wanderon saw as a recognition gap. Noting that every established industry he was aware of had a hall of fame, Wanderon recalls, “I said it would probably be nice if we could start recognizing people for the things they’ve done.”
Gesualdo agreed and asked Wanderon to serve as committee chairman. They hammered out criteria, set up a webpage to accept nominations, and put the word out via Bobit newsletters, emails and magazines. Gesualdo said he kept the company’s late founder, Ed Bobit, in mind as the selection process unfolded.
“I told Tony and Ron we had to be very selective, to only pick people who are no-brainers, true visionaries who saw where we as an industry needed to be, even when it wasn’t clear to the people around them,” Gesualdo says. “I know Ed Bobit would have absolutely been pleased with the three inductees. I know how he felt about those guys.”
“I think it’s an outstanding charter class,” Reahard says. “I feel those people who were nominated and inducted deserve to be there. They have made a major impact on our industry and made it much better.”
In the end, four inductees were decided on and notified — the fourth being Pat Ryan, the legendary founder of Pat Ryan & Associates who is considered by Wanderon and many others to be the “godfather of F&I.”
“He made a decision he wasn’t going to be able to come. It was a long shot. Clearly, he’s elevated himself beyond F&I,” Wanderon says. “No matter. He was talked about and will continue to be, even if he’s not physically there.”
Stalwarts and Visionaries
read more
Guests of the 14th annual Agent Summit filled a ballroom in April at the Cosmopolitan of Las Vegas for a special ceremony: the induction of three longtime industry executives and leaders as the inaugural group of Bobit Dealer Group’s newly formed F&I Hall of Fame.
Larry Dorfman, Arden Hetland and David Robertson stood out among the plethora of nominees that poured in when Bobit put out its call earlier this year.
The ceremony honoring the men was hosted by Tony Wanderon, CEO of APCO Holdings, who posed the idea of a sector hall of fame to Bobit Dealer Group President David Gesualdo. Wanderon, who served as chairman of the hall of fame selection committee, was joined by co-host and committee member Ron Reahard, founder and president of Reahard & Associates.
Start to finish, the ceremony lasted only about 20 minutes, as the inductees gave brief but gracious acceptance speeches and received trophies. Not long, but appropriate for an industry that rewards efficiency, productivity and professionalism — thanks in no small part to the groundwork laid by the honorees.
“All three have different characteristics, supporting different parts of the industry, but all three have made contributions unseen by many,” Wanderon says. “To explain those things and how they got there rewards them and educates us.”
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Years in industry:
1976 to 2022
Years in industry:
1976 to 2022
Years in industry:
1971 to present
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David Robertson
Arden Hetland
Larry Dorfman
2024
F&I Hall of Fame archives
Legacy:
Creating and championing a compliance-based approach to F&I training and product sales
Known as:
A founding member, owner and chairman of the Association of Finance & Insurance Professionals
Years in industry:
0000 to 0000
By Tariq Kamal
With hard work, determination and longevity, many of those who dedicate their lives and careers to the auto industry will earn a certain level of esteem among their peers: instant name recognition and a widely held appreciation for their unique contributions.
David Robertson reached that level many years ago. But he didn’t stop there. As a founding member and now owner and chairman of the Forth Worth, Texas-based Association of Finance & Insurance Professionals, Robertson is known within and without the F&I world as an advocate for statutory and regulatory compliance, an expert witness and ass a TV and radio show guest.
Robertson started his career on the sales floor in 1971 after serving as a first lieutenant in the U.S. Army in the Vietnam War and graduating from Fort Lewis (Colo.) College with a degree in business administration. He also holds an MBA from Northwood University.
“I go back far enough to before Regulation Z was even implemented. There were no rules,” he says. “As the industry progressed, and the laws became more stringent, more precise and more tightly controlled, some of us said maybe we’d better do something more formal.”
To that end, Robertson was invited — along with fellow F&I Hall of Fame inductee Arden Hetland — to join the team that would launch AFIP in 1989. Originally conceived in partnership with and to the benefit of General Motors Acceptance Corp., Ford Motor Credit and the Hendricks Automotive Group, AFIP has since certified nearly 100,000 F&I professionals in dealerships across the country.
“Arden and I were a couple of farm boys who learned early that the keys to success are hard work and treating people fairly,” Robertson says.
But in the beginning, many dealers didn’t see the need for compliance training or were concerned that it would hurt production. Today, F&I and compliance are essentially one and the same. What changed?
“Two things: No. 1, there was a mechanism to do it that produced results,” he said. “No. 2, increasing regulations made compliance a more immediate concern. I see all this as a positive evolutionary trend that some have capitalized on and others have benefited from.”
In April, Robertson’s efforts and those of the rest of AFIP team — which include his wife, Linda, and son Shannon, who serve as the organization’s member benefits president and executive director, respectively — culminated in his induction as one of three charter members of the F&I Hall of Fame. “I thought it was a good thing for the industry, and I was honored to be part of it,” he says. “It spoke well to the people who received the honor, and it’s good to have a formal way to recognize people — not just us, but those who will serve the industry in the future.”
Dedication to compliance had an immediate and lasting impact on the F&I industry.
David Robertson
Years in industry:
1971 to present
Legacy:
Dedication to professionalism, ethics and compliance; innovation in team-building and F&I training
Known as:
Former owner and CEO of American Financial & Automotive Systems
Years in industry:
1976 to 2022
By Tariq Kamal
When then-owner and CEO Arden Hetland sold American Financial & Automotive Services to Assurant in 2020, he was proud to note that, in an industry known for rapid turnover at every level, American Financial’s roster was filled with long-tenured professionals.
“We had so many people that were 25- or 30-year associates, some of whom were close to retirement, and a lot at the 15- to 20-year level,” Hetland says. “Very seldom did we have to have a termination. If you joined our company, everyone knew that if you lied to a dealer, it was grounds for immediate termination.”
Hetland says he believes professionalism and ethics were critical to the success of The Woodlands, Texas-based American Financial — a leading F&I product and training provider that lives on as Assurant Dealer Services — as well as the growth and maturation of the industry as a whole.
But he also lived and worked through the “Wild, Wild West” years of the F&I industry, a sector reputation Hetland has fought hard to change. But he did so quietly. Those who know Hetland describe him as humble and soft-spoken, a welcome aberration in an industry filled with big voices.
“I think it’s just the way I was brought up,” Hetland says of his low-key character, noting his North Dakota farming community upbringing. He earned a geology degree from North Dakota State, hoping to join the U.S. Forest Service as a hydrologist. But he needed a master’s degree to qualify, so he took a sales job at an auto dealership while he figured out his next steps.
“I was fortunate to work with a general manager who provided exceptional training and who knew you don’t have to slam customers to sell cars.”
Hetland stuck to that principle as his career advanced. Along the way, he became a founding member of the Association of Finance & Insurance Professionals and launched the now nationally recognized Automotive Training Academy, originally called F&I University.
Throughout his long career, Hetland says he enjoyed the unwavering support of Donna, his wife and high school sweetheart, their daughters, Laura and Kristen, and their six grandchildren.
Today, he is part of the charter class of the F&I Hall of Fame.
“It was very, very humbling to me, to receive that honor,” he says. “It’s just amazing. Because I love the industry so much. It makes me very proud to be part of it, and I always have been.”
Hetland joins the charter class of the F&I Hall of Fame following a long career built on a foundation of professionalism.
Arden Hetland
Years in industry:
1976 to 2022
Legacy:
Building a people-first F&I product provider and administrator; investing in technology; and connecting variable and fixed operations
Known as:
Co-founder and former chairman of APCO Holdings
Years in industry:
1984 to 2019
By Tariq Kamal
In Atlanta, Larry Dorfman is known as a co-founder of and active partner in Roots, a community-focused investment fund that gives renters an opportunity to invest and build equity in the real estate market.
To his colleagues in the F&I industry, Dorfman is better known as co-founder with wife, Cathy, of APCO Holdings, a leading product provider and administrator, owner of the EasyCare and GWC Warranty brands, home to hundreds of full-time associates, and partner to thousands of agents, dealers and customers.
What do Roots and APCO have in common? They put people first, Dorfman says, and he believes that is the key to success in any endeavor. He notes that when the Dorfmans started their business in 1984, F&I was not a new concept but was still taking shape.
“Pat Ryan built it first. Then there were 40 copies out there, putting out product. We wanted to make sure we delivered fast, effective claims. We were never the cheapest, nor did we try to be,” Dorfman says, crediting longtime APCO executive Mike Curran with bringing a passionate customer service ethos and a strong analytical approach to the business.
“He ran the whole claims operation and more. He was fanatic about claims response times — how long it took to get to a live adjuster — and got it down to 23 seconds. Get the stats, get the information, drive the KPIs that show we execute what we promise.”
As his company grew over his 35 years at the helm, Dorfman continued to develop and invest in new ways to solve old problems. EasyCare was among the first F&I providers to offer a mobile solution designed to create a service experience tied to the products dealers offer.
“We weren’t a tech company. But we built or sought out technology that could drive our information, our data, our claims handling,” he says. “You don’t have to be on the leading edge, but you cannot get behind the curve. You have to be able to adapt your business around the technology designed to make it better.”
But Dorfman never strayed too far from his roots. In 2018, he spent 200 days in the field, mostly in dealerships, supporting agents. “Agents who came to our organization did so because we’re agent-focused. Ask them what APCO is like.”
Dorfman says he is proud to be part of the F&I Hall of Fame’s first class. However, he insists any recognition should be shared with Cathy and every other member, past and present, of their team.
“As a group, we had an impact. We determined things had to be done a certain way. This honor belongs to all of them.”
As founder and longtime leader of APCO Holdings — and in retirement — F&I Hall of Famer has found success by putting people first.
Larry Dorfman
In March, industry members were encouraged to submit nominations for the F&I Hall of Fame. Criteria included:
Best of the Best
Career longevity and consistency
Community and societal impact
Regulatory and policy influence
Educational and mentorship contributions
Ethics and integrity
Leadership and vision
Innovation and impact
Career longevity and consistency
Community and societal impact
Regulatory and policy influence
Educational and mentorship contributions
Ethics and integrity
Leadership and vision
Innovation and impact
With the inaugural F&I Hall of Fame class in the record books, Wanderon looks forward to honoring more pillars of the industry in the years to come. The next class will be inducted at Agent Summit 2025, scheduled for March 2 to March 5 at Caesars Palace Las Vegas.
“… A lot of people were very happy we acknowledged the people who were up there,” Wanderon says. “They like that we’re taking steps to look at people and the contributions they’ve made to the industry.”
Gesualdo notes that a number of Agent Summit guests told him the ceremony was the highlight of the event and expressed eagerness to nominate their associates for future classes. All seemed to appreciate having a framework in place to recognize those who have helped a relatively young industry grow and mature.
He also credits Wanderon with turning the concept into reality by doing the work of nailing down the nomination process and criteria, as well as a workable, albeit compressed, timeline.
“Tony put his heart and soul into this. Some people want to start something and just be the figurehead. He took the initiative and did a great job,” Gesualdo says. “In the end, we accomplished the goal of electing a class of people who have been doing it right from the very beginning.”
Future Plans
Wanderon believes induction into the F&I Hall of Fame should be based not just on what one has done in the industry but for the industry — in a word, “impact.” The first class exemplifies that criterion, among many others.
Dorfman founded APCO — which includes the EasyCare and GWC Warranty brands, among others — with his wife, Cathy, in 1984. The Norcross, Ga.-based company grew into one of the biggest and best-regarded F&I product, service and technology providers the industry is likely to ever see. Dorfman served as APCO’s chief executive and innovator for the first 30-plus years of its existence.
“Larry has always been one of those people who can knock down walls. He cares about people tremendously — employees, clients, customers. And he still has a big voice in the market,” Wanderon says. “He is one of the best salespeople and relationship-builders I’ve ever seen. Larry is driven to take care of people as well as anyone I’ve met.” Gesualdo agrees, describing Dorfman as “all heart, more than people who don’t know him may realize.” As an example, he points to The Best Training Day Ever, a “legendary” series of events featuring many of the industry’s best and brightest trainers. Dorfman brought it to Industry Summit in 2017 and offered free admission to the F&I professionals, agents and executives who attended.
“Larry really believed in the rising tide theory. It was about providing the best experience possible so more people would do it and benefit from it, even if that meant offering training to people he didn’t do business with,” Gesualdo says. “He put his money where his mouth is. He invested in new ideas and new technology. He never took his foot off the gas.”
Hetland founded and served as CEO of American Financial & Automotive Services. Based in The Woodlands, Texas, American Financial and its Automotive Training Academy were acquired by Assurant in 2020.
Hetland didn’t invent the concept of F&I training, but Gesualdo and many other of his peers credit him with making training and compliance intrinsic elements of a successful program, noting he was among the founding members, with Robertson, of the Association of Finance & Insurance Professionals.
“I always saw Arden as someone who, whether you agreed with him or not, you knew he was doing what he thought was best for the industry,” Gesualdo says. “Even when no one would have known or faulted him for taking the low road, he still took the high road. As a result, he slowly but surely took F&I to a whole new level.”
Gesualdo describes Hetland as “a man of few words” and a “calm force.” That sentiment is echoed by Wanderon, who believes Hetland’s demeanor helped him drive a new way of doing business that dealers and partners embraced. “He is humble, soft-spoken, doesn’t have heightened emotions, up or down,” Wanderon says. “Very professional, very driven, but very respectful and appreciative of where he was able to get to in the industry.”
Robertson had already forged an impressive F&I resume by the time he joined the team that founded AFIP in 1989. He started in sales, then moved to finance, for two Colorado franchised dealerships before serving in executive positions with World Service Life Insurance Co. and Warrantech Corp. He also founded and owned Dealer Based Services and Member Benefits Services.
But Robertson’s legacy will almost certainly be defined by his unerring dedication to compliance.
“Dave was the first one who really brought a full compliance and regulation thought process to the industry,” Wanderon says. “Everybody has great ideas and great thoughts. It’s a matter of executing, fighting through the battles to get people onboard with something new and different. Many dealers didn’t want that kind of training. They feared it would reduce profits.” Robertson would forge an enduring partnership with Bobit, spreading the gospel of compliance through publications and events. In one of their first meetings, Gesualdo recalls, Ed Bobit raised the question on everyone’s minds: Will compliance affect profitability?
“Dave said that, ultimately, it will benefit them. He knew something that few others knew but has proven to be correct: If you do things the right way, we all end up making more money in the long run. And that was a tough road, I’m sure.”
The 2024 Class
Starting with a conversation between Wanderon and Gesualdo, longtime publisher of “F&I and Showroom,” the hall of fame fills what Wanderon saw as a recognition gap. Noting that every established industry he was aware of had a hall of fame, Wanderon recalls, “I said it would probably be nice if we could start recognizing people for the things they’ve done.”
Gesualdo agreed and asked Wanderon to serve as committee chairman. They hammered out criteria, set up a webpage to accept nominations, and put the word out via Bobit newsletters, emails and magazines. Gesualdo said he kept the company’s late founder, Ed Bobit, in mind as the selection process unfolded.
“I told Tony and Ron we had to be very selective, to only pick people who are no-brainers, true visionaries who saw where we as an industry needed to be, even when it wasn’t clear to the people around them,” Gesualdo says. “I know Ed Bobit would have absolutely been pleased with the three inductees. I know how he felt about those guys.”
“I think it’s an outstanding charter class,” Reahard says. “I feel those people who were nominated and inducted deserve to be there. They have made a major impact on our industry and made it much better.”
In the end, four inductees were decided on and notified — the fourth being Pat Ryan, the legendary founder of Pat Ryan & Associates who is considered by Wanderon and many others to be the “godfather of F&I.”
“He made a decision he wasn’t going to be able to come. It was a long shot. Clearly, he’s elevated himself beyond F&I,” Wanderon says. “No matter. He was talked about and will continue to be, even if he’s not physically there.”
Stalwarts and Visionaries
read less
read more
Guests of the 14th annual Agent Summit filled a ballroom in April at the Cosmopolitan of Las Vegas for a special ceremony: the induction of three longtime industry executives and leaders as the inaugural group of Bobit Dealer Group’s newly formed F&I Hall of Fame.
Larry Dorfman, Arden Hetland and David Robertson stood out among the plethora of nominees that poured in when Bobit put out its call earlier this year.
The ceremony honoring the men was hosted by Tony Wanderon, CEO of APCO Holdings, who posed the idea of a sector hall of fame to Bobit Dealer Group President David Gesualdo. Wanderon, who served as chairman of the hall of fame selection committee, was joined by co-host and committee member Ron Reahard, founder and president of Reahard & Associates.
Start to finish, the ceremony lasted only about 20 minutes, as the inductees gave brief but gracious acceptance speeches and received trophies. Not long, but appropriate for an industry that rewards efficiency, productivity and professionalism — thanks in no small part to the groundwork laid by the honorees.
“All three have different characteristics, supporting different parts of the industry, but all three have made contributions unseen by many,” Wanderon says. “To explain those things and how they got there rewards them and educates us.”
gold SPONSOR
Learn more
David Robertson
Arden Hetland
Larry Dorfman
David Robertson
Arden Hetland
Larry Dorfman
Years in industry:
0000 to 0000
By Tariq Kamal
David Robertson
Legacy:
Dedication to professionalism, ethics and compliance; innovation in team-building and F&I training
Known as:
Former owner and CEO of American Financial & Automotive Systems
Years in industry:
1976 to 2022
By Tariq Kamal
When then-owner and CEO Arden Hetland sold American Financial & Automotive Services to Assurant in 2020, he was proud to note that, in an industry known for rapid turnover at every level, American Financial’s roster was filled with long-tenured professionals.
“We had so many people that were 25- or 30-year associates, some of whom were close to retirement, and a lot at the 15- to 20-year level,” Hetland says. “Very seldom did we have to have a termination. If you joined our company, everyone knew that if you lied to a dealer, it was grounds for immediate termination.”
Hetland says he believes professionalism and ethics were critical to the success of The Woodlands, Texas-based American Financial — a leading F&I product and training provider that lives on as Assurant Dealer Services — as well as the growth and maturation of the industry as a whole.
But he also lived and worked through the “Wild, Wild West” years of the F&I industry, a sector reputation Hetland has fought hard to change. But he did so quietly. Those who know Hetland describe him as humble and soft-spoken, a welcome aberration in an industry filled with big voices.
“I think it’s just the way I was brought up,” Hetland says of his low-key character, noting his North Dakota farming community upbringing. He earned a geology degree from North Dakota State, hoping to join the U.S. Forest Service as a hydrologist. But he needed a master’s degree to qualify, so he took a sales job at an auto dealership while he figured out his next steps.
“I was fortunate to work with a general manager who provided exceptional training and who knew you don’t have to slam customers to sell cars.”
Hetland stuck to that principle as his career advanced. Along the way, he became a founding member of the Association of Finance & Insurance Professionals and launched the now nationally recognized Automotive Training Academy, originally called F&I University.
Throughout his long career, Hetland says he enjoyed the unwavering support of Donna, his wife and high school sweetheart, their daughters, Laura and Kristen, and their six grandchildren.
Today, he is part of the charter class of the F&I Hall of Fame.
“It was very, very humbling to me, to receive that honor,” he says. “It’s just amazing. Because I love the industry so much. It makes me very proud to be part of it, and I always have been.”
Hetland joins the charter class of the F&I Hall of Fame following a long career built on a foundation of professionalism.
Arden Hetland
Years in industry:
1976 to 2022
Legacy:
Building a people-first F&I product provider and administrator; investing in technology; and connecting variable and fixed operations
Known as:
Co-founder and former chairman of APCO Holdings
Years in industry:
1984 to 2019
By Tariq Kamal
In Atlanta, Larry Dorfman is known as a co-founder of and active partner in Roots, a community-focused investment fund that gives renters an opportunity to invest and build equity in the real estate market.
To his colleagues in the F&I industry, Dorfman is better known as co-founder with wife, Cathy, of APCO Holdings, a leading product provider and administrator, owner of the EasyCare and GWC Warranty brands, home to hundreds of full-time associates, and partner to thousands of agents, dealers and customers.
What do Roots and APCO have in common? They put people first, Dorfman says, and he believes that is the key to success in any endeavor. He notes that when the Dorfmans started their business in 1984, F&I was not a new concept but was still taking shape.
“Pat Ryan built it first. Then there were 40 copies out there, putting out product. We wanted to make sure we delivered fast, effective claims. We were never the cheapest, nor did we try to be,” Dorfman says, crediting longtime APCO executive Mike Curran with bringing a passionate customer service ethos and a strong analytical approach to the business.
“He ran the whole claims operation and more. He was fanatic about claims response times — how long it took to get to a live adjuster — and got it down to 23 seconds. Get the stats, get the information, drive the KPIs that show we execute what we promise.”
As his company grew over his 35 years at the helm, Dorfman continued to develop and invest in new ways to solve old problems. EasyCare was among the first F&I providers to offer a mobile solution designed to create a service experience tied to the products dealers offer.
“We weren’t a tech company. But we built or sought out technology that could drive our information, our data, our claims handling,” he says. “You don’t have to be on the leading edge, but you cannot get behind the curve. You have to be able to adapt your business around the technology designed to make it better.”
But Dorfman never strayed too far from his roots. In 2018, he spent 200 days in the field, mostly in dealerships, supporting agents. “Agents who came to our organization did so because we’re agent-focused. Ask them what APCO is like.”
Dorfman says he is proud to be part of the F&I Hall of Fame’s first class. However, he insists any recognition should be shared with Cathy and every other member, past and present, of their team.
“As a group, we had an impact. We determined things had to be done a certain way. This honor belongs to all of them.”
As founder and longtime leader of APCO Holdings — and in retirement — F&I Hall of Famer has found success by putting people first.
Larry Dorfman
Larry Dorfman, Arden Hetland and David Robertson were recently inducted as the first class of Bobit Dealer Group best-of-the-best.
F&I Hall of Fame
Welcome to the
By Tariq Kamal
Since 1984, EasyCare has been helping some of the most successful dealerships and agents drive results by offering a full suite of F&I products, forward-thinking training, dealership development, and consultative participation programs. EasyCare is part of the APCO Holdings, LLC brand family, which also encompasses Crystal Fusion and GWC Warranty. EasyCare F&I products are the only “MotorTrend® Recommended Best Buy” in the industry. They also carry an A+ rating from the Better Business Bureau, support over 8,000 dealers, have protected over 23 million customers, and have paid over $3.7 billion in claims. For more information about EasyCare, please visit easycare.com.
Why did APCO Holdings sponsor the F&I Hall of Fame?
The idea for the F&I Hall of Fame came from Tony Wanderon, CEO of APCO Holdings during a call with David Gesualdo, Dealer Group President. “This is long overdue and will allow us to recognize those who have changed the game by their innovation, ethical leadership, and unwavering commitment to our industry” stated Wanderon in an interview when he was named as the head of the selection committee.
What impact do you expect the Hall of Fame to have on our industry?
By highlighting exemplary individuals who have significantly contributed to the F&I industry, the Hall of Fame elevates industry standards and inspires others to strive for excellence.
Do you have any thoughts on this year's inductees?
Tony Wanderon, CEO of APCO Holdings, stated during the awards presentation the honorees are “models of how to do business the right way.” Each inductee has strived consistently to make the F&I industry better.
What do you think qualifies someone for this type of honor?
Someone who has made significant contributions to the advancement and betterment of our industry.
What qualities/attributes do you think an individual must possess to leave a lasting and positive influence on the industry?
Someone who brings innovation that has transformed the market, who demonstrates leadership both professionally and personally, and upholds a record of ethical conduct and integrity for the industry.
Legacy:
Creating and championing a compliance-based approach to F&I training and product sales
Known as:
A founding member, owner and chairman of the Association of Finance & Insurance Professionals
With hard work, determination and longevity, many of those who dedicate their lives and careers to the auto industry will earn a certain level of esteem among their peers: instant name recognition and a widely held appreciation for their unique contributions.
David Robertson reached that level many years ago. But he didn’t stop there. As a founding member and now owner and chairman of the Forth Worth, Texas-based Association of Finance & Insurance Professionals, Robertson is known within and without the F&I world as an advocate for statutory and regulatory compliance, an expert witness and ass a TV and radio show guest.
Robertson started his career on the sales floor in 1971 after serving as a first lieutenant in the U.S. Army in the Vietnam War and graduating from Fort Lewis (Colo.) College with a degree in business administration. He also holds an MBA from Northwood University.
“I go back far enough to before Regulation Z was even implemented. There were no rules,” he says. “As the industry progressed, and the laws became more stringent, more precise and more tightly controlled, some of us said maybe we’d better do something more formal.”
To that end, Robertson was invited — along with fellow F&I Hall of Fame inductee Arden Hetland — to join the team that would launch AFIP in 1989. Originally conceived in partnership with and to the benefit of General Motors Acceptance Corp., Ford Motor Credit and the Hendricks Automotive Group, AFIP has since certified nearly 100,000 F&I professionals in dealerships across the country.
“Arden and I were a couple of farm boys who learned early that the keys to success are hard work and treating people fairly,” Robertson says.
But in the beginning, many dealers didn’t see the need for compliance training or were concerned that it would hurt production. Today, F&I and compliance are essentially one and the same. What changed?
“Two things: No. 1, there was a mechanism to do it that produced results,” he said. “No. 2, increasing regulations made compliance a more immediate concern. I see all this as a positive evolutionary trend that some have capitalized on and others have benefited from.”
In April, Robertson’s efforts and those of the rest of AFIP team — which include his wife, Linda, and son Shannon, who serve as the organization’s member benefits president and executive director, respectively — culminated in his induction as one of three charter members of the F&I Hall of Fame. “I thought it was a good thing for the industry, and I was honored to be part of it,” he says. “It spoke well to the people who received the honor, and it’s good to have a formal way to recognize people — not just us, but those who will serve the industry in the future.”
Dedication to compliance had an immediate and lasting impact on the F&I industry.
Years in industry:
1971 to present
Legacy:
Creating and championing a compliance-based approach to F&I training and product sales
Known as:
A founding member, owner and chairman of the Association of Finance & Insurance Professionals
With hard work, determination and longevity, many of those who dedicate their lives and careers to the auto industry will earn a certain level of esteem among their peers: instant name recognition and a widely held appreciation for their unique contributions.
David Robertson reached that level many years ago. But he didn’t stop there. As a founding member and now owner and chairman of the Forth Worth, Texas-based Association of Finance & Insurance Professionals, Robertson is known within and without the F&I world as an advocate for statutory and regulatory compliance, an expert witness and ass a TV and radio show guest.
Robertson started his career on the sales floor in 1971 after serving as a first lieutenant in the U.S. Army in the Vietnam War and graduating from Fort Lewis (Colo.) College with a degree in business administration. He also holds an MBA from Northwood University.
“I go back far enough to before Regulation Z was even implemented. There were no rules,” he says. “As the industry progressed, and the laws became more stringent, more precise and more tightly controlled, some of us said maybe we’d better do something more formal.”
To that end, Robertson was invited — along with fellow F&I Hall of Fame inductee Arden Hetland — to join the team that would launch AFIP in 1989. Originally conceived in partnership with and to the benefit of General Motors Acceptance Corp., Ford Motor Credit and the Hendricks Automotive Group, AFIP has since certified nearly 100,000 F&I professionals in dealerships across the country.
“Arden and I were a couple of farm boys who learned early that the keys to success are hard work and treating people fairly,” Robertson says.
But in the beginning, many dealers didn’t see the need for compliance training or were concerned that it would hurt production. Today, F&I and compliance are essentially one and the same. What changed?
“Two things: No. 1, there was a mechanism to do it that produced results,” he said. “No. 2, increasing regulations made compliance a more immediate concern. I see all this as a positive evolutionary trend that some have capitalized on and others have benefited from.”
In April, Robertson’s efforts and those of the rest of AFIP team — which include his wife, Linda, and son Shannon, who serve as the organization’s member benefits president and executive director, respectively — culminated in his induction as one of three charter members of the F&I Hall of Fame. “I thought it was a good thing for the industry, and I was honored to be part of it,” he says. “It spoke well to the people who received the honor, and it’s good to have a formal way to recognize people — not just us, but those who will serve the industry in the future.”
Dedication to compliance had an immediate and lasting impact on the F&I industry.
Years in industry:
1971 to present
Mosaic Compliance Services
Mosaic Compliance Services is a leader in the dealership compliance space, offering solutions for policies and training, Safeguards, Environmental, Health & Safety, audits, and CARS Rule compliance. Mosaic has won the Dealers’ Choice Diamond Award for Compliance Training eight years in a row (2016 – 2023), and continues to develop new ways to serve the dealership community.
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Why did Mosaic sponsor the F&I Hall of Fame? Mosaic, as a compliance company, has a vested interest in promoting the highest standards of excellence and ethics in the F&I community. Thus, it was a natural fit for us to support the F&I Hall of Fame initiative. It was just a happy coincidence that two of our long-term partners, Arden Hetland and Larry Dorfman, we among the initial honorees.
Do you have any thoughts on this year's inductees? Arden Hetland and Larry Dorfman are very different men, but they share this in common: they both built fiercely loyal teams of happy employees. They truly put people first and their people, in turn, did a fine job of extending their commitment to excellence to the dealerships they served.
Dave Robertson founded the Association of Finance & Insurance Professionals (AFIP), which did much to elevate the professionalism of F&I practitioners. AFIP is no longer the only certification organization in the retail automotive space, but it was the first, and for that Dave Robertson is worthy of recognition.
What do you think qualifies someone for this type of honor?
Remember the movie It’s a Wonderful Life? When the impact of George Bailey’s life was removed from the town of Bedford Falls, it left a tremendous hole. The entire town was better for his having lived there. That sums up what the F&I Hall of Fame strives to recognize: these are the people who, over the course of their careers, made our industry a better place.
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Aura is one of the fastest-growing online safety solutions for individuals and families. Through real-time monitoring and alerts, Aura helps detect and mitigate emerging online threats, such as identity theft, financial fraud, scams, and more. We work with over 200 dealerships across the U.S. to offer Aura to hundreds of thousands of consumers. To discover how Aura is reshaping online safety for people everywhere, visit www.aura.com.
Do you think there are any challenges or opportunities currently facing the industry that create a space for an individual or company to make a lasting impact?
The Auto Industry’s Biggest Challenge Can Be an Opportunity to Build Consumer Trust. Car dealerships are becoming a popular target for cybercriminals due to the amount of sensitive customer data they store on-site. In fact, the auto industry is the third most targeted industry by cybercriminals, behind only the healthcare and financial services industries. As the industry becomes more technology-driven, cybercriminals are finding more sophisticated ways to attack. Whether it’s hacking a dealer management system, using a stolen identity to purchase a car, or accessing data stored in a connected vehicle, consumers’ data is constantly at risk. Under the Red Flags Rule, dealers are obligated to protect the personally identifiable information (PII) given to them. One way the industry is giving consumers peace of mind is by offering free identity and fraud protection to anyone who provides them with PII. Dealers find that offering a solution to protect their info proactively shows customers they take data privacy seriously, which builds trust and makes a lasting impression. Contact Aura at autodealer@aura.com to learn about their program offered to tens of thousands of buyers.
Aura is one of the fastest-growing online safety solutions for individuals and families. Through real-time monitoring and alerts, Aura helps detect and mitigate emerging online threats, such as identity theft, financial fraud, scams, and more. We work with over 200 dealerships across the U.S. to offer Aura to hundreds of thousands of consumers. To discover how Aura is reshaping online safety for people everywhere, visit www.aura.com.
Do you think there are any challenges or opportunities currently facing the industry that create a space for an individual or company to make a lasting impact?
The Auto Industry’s Biggest Challenge Can Be an Opportunity to Build Consumer Trust. Car dealerships are becoming a popular target for cybercriminals due to the amount of sensitive customer data they store on-site. In fact, the auto industry is the third most targeted industry by cybercriminals, behind only the healthcare and financial services industries. As the industry becomes more technology-driven, cybercriminals are finding more sophisticated ways to attack. Whether it’s hacking a dealer management system, using a stolen identity to purchase a car, or accessing data stored in a connected vehicle, consumers’ data is constantly at risk. Under the Red Flags Rule, dealers are obligated to protect the personally identifiable information (PII) given to them. One way the industry is giving consumers peace of mind is by offering free identity and fraud protection to anyone who provides them with PII. Dealers find that offering a solution to protect their info proactively shows customers they take data privacy seriously, which builds trust and makes a lasting impression. Contact Aura at autodealer@aura.com to learn about their program offered to tens of thousands of buyers.
Legacy:
Building a people-first F&I product provider and administrator; investing in technology; and connecting variable and fixed operations
Known as:
Co-founder and former chairman of APCO Holdings
Years in industry:
1984 to 2019
In Atlanta, Larry Dorfman is known as a co-founder of and active partner in Roots, a community-focused investment fund that gives renters an opportunity to invest and build equity in the real estate market.
To his colleagues in the F&I industry, Dorfman is better known as co-founder with wife, Cathy, of APCO Holdings, a leading product provider and administrator, owner of the EasyCare and GWC Warranty brands, home to hundreds of full-time associates, and partner to thousands of agents, dealers and customers.
What do Roots and APCO have in common? They put people first, Dorfman says, and he believes that is the key to success in any endeavor. He notes that when the Dorfmans started their business in 1984, F&I was not a new concept but was still taking shape.
“Pat Ryan built it first. Then there were 40 copies out there, putting out product. We wanted to make sure we delivered fast, effective claims. We were never the cheapest, nor did we try to be,” Dorfman says, crediting longtime APCO executive Mike Curran with bringing a passionate customer service ethos and a strong analytical approach to the business.
“He ran the whole claims operation and more. He was fanatic about claims response times — how long it took to get to a live adjuster — and got it down to 23 seconds. Get the stats, get the information, drive the KPIs that show we execute what we promise.”
As his company grew over his 35 years at the helm, Dorfman continued to develop and invest in new ways to solve old problems. EasyCare was among the first F&I providers to offer a mobile solution designed to create a service experience tied to the products dealers offer.
“We weren’t a tech company. But we built or sought out technology that could drive our information, our data, our claims handling,” he says. “You don’t have to be on the leading edge, but you cannot get behind the curve. You have to be able to adapt your business around the technology designed to make it better.”
But Dorfman never strayed too far from his roots. In 2018, he spent 200 days in the field, mostly in dealerships, supporting agents. “Agents who came to our organization did so because we’re agent-focused. Ask them what APCO is like.”
Dorfman says he is proud to be part of the F&I Hall of Fame’s first class. However, he insists any recognition should be shared with Cathy and every other member, past and present, of their team.
“As a group, we had an impact. We determined things had to be done a certain way. This honor belongs to all of them.”
As founder and longtime leader of APCO Holdings — and in retirement — F&I Hall of Famer has found success by putting people first.
Larry Dorfman
Legacy:
Dedication to professionalism, ethics and compliance; innovation in team-building and F&I training
Known as:
Former owner and CEO of American Financial & Automotive Systems
Years in industry:
1976 to 2022
When then-owner and CEO Arden Hetland sold American Financial & Automotive Services to Assurant in 2020, he was proud to note that, in an industry known for rapid turnover at every level, American Financial’s roster was filled with long-tenured professionals.
“We had so many people that were 25- or 30-year associates, some of whom were close to retirement, and a lot at the 15- to 20-year level,” Hetland says. “Very seldom did we have to have a termination. If you joined our company, everyone knew that if you lied to a dealer, it was grounds for immediate termination.”
Hetland says he believes professionalism and ethics were critical to the success of The Woodlands, Texas-based American Financial — a leading F&I product and training provider that lives on as Assurant Dealer Services — as well as the growth and maturation of the industry as a whole.
But he also lived and worked through the “Wild, Wild West” years of the F&I industry, a sector reputation Hetland has fought hard to change. But he did so quietly. Those who know Hetland describe him as humble and soft-spoken, a welcome aberration in an industry filled with big voices.
“I think it’s just the way I was brought up,” Hetland says of his low-key character, noting his North Dakota farming community upbringing. He earned a geology degree from North Dakota State, hoping to join the U.S. Forest Service as a hydrologist. But he needed a master’s degree to qualify, so he took a sales job at an auto dealership while he figured out his next steps.
“I was fortunate to work with a general manager who provided exceptional training and who knew you don’t have to slam customers to sell cars.”
Hetland stuck to that principle as his career advanced. Along the way, he became a founding member of the Association of Finance & Insurance Professionals and launched the now nationally recognized Automotive Training Academy, originally called F&I University.
Throughout his long career, Hetland says he enjoyed the unwavering support of Donna, his wife and high school sweetheart, their daughters, Laura and Kristen, and their six grandchildren.
Today, he is part of the charter class of the F&I Hall of Fame.
“It was very, very humbling to me, to receive that honor,” he says. “It’s just amazing. Because I love the industry so much. It makes me very proud to be part of it, and I always have been.”
Hetland joins the charter class of the F&I Hall of Fame following a long career built on a foundation of professionalism.
Arden Hetland
Years in industry:
1976 to 2022
Legacy:
Creating and championing a compliance-based approach to F&I training and product sales
Known as:
A founding member, owner and chairman of the Association of Finance & Insurance Professionals
Years in industry:
0000 to 0000
With hard work, determination and longevity, many of those who dedicate their lives and careers to the auto industry will earn a certain level of esteem among their peers: instant name recognition and a widely held appreciation for their unique contributions.
David Robertson reached that level many years ago. But he didn’t stop there. As a founding member and now owner and chairman of the Forth Worth, Texas-based Association of Finance & Insurance Professionals, Robertson is known within and without the F&I world as an advocate for statutory and regulatory compliance, an expert witness and ass a TV and radio show guest.
Robertson started his career on the sales floor in 1971 after serving as a first lieutenant in the U.S. Army in the Vietnam War and graduating from Fort Lewis (Colo.) College with a degree in business administration. He also holds an MBA from Northwood University.
“I go back far enough to before Regulation Z was even implemented. There were no rules,” he says. “As the industry progressed, and the laws became more stringent, more precise and more tightly controlled, some of us said maybe we’d better do something more formal.”
To that end, Robertson was invited — along with fellow F&I Hall of Fame inductee Arden Hetland — to join the team that would launch AFIP in 1989. Originally conceived in partnership with and to the benefit of General Motors Acceptance Corp., Ford Motor Credit and the Hendricks Automotive Group, AFIP has since certified nearly 100,000 F&I professionals in dealerships across the country.
“Arden and I were a couple of farm boys who learned early that the keys to success are hard work and treating people fairly,” Robertson says.
But in the beginning, many dealers didn’t see the need for compliance training or were concerned that it would hurt production. Today, F&I and compliance are essentially one and the same. What changed?
“Two things: No. 1, there was a mechanism to do it that produced results,” he said. “No. 2, increasing regulations made compliance a more immediate concern. I see all this as a positive evolutionary trend that some have capitalized on and others have benefited from.”
In April, Robertson’s efforts and those of the rest of AFIP team — which include his wife, Linda, and son Shannon, who serve as the organization’s member benefits president and executive director, respectively — culminated in his induction as one of three charter members of the F&I Hall of Fame. “I thought it was a good thing for the industry, and I was honored to be part of it,” he says. “It spoke well to the people who received the honor, and it’s good to have a formal way to recognize people — not just us, but those who will serve the industry in the future.”
Dedication to compliance had an immediate and lasting impact on the F&I industry.
David Robertson
Years in industry:
1971 to present
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