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    • 11 Lube Center locations in Maryland & Pennsylvania
    • 4 Auto Spa locations Frederick, Germantown, Gambrills, & Huntingtown
    • 2 ASE-Certified Auto Repair locations Frederick and Gambrills, MD
     
    Home <     Learning Center   <      Frequently Asked Questions

    Frequently Asked Questions

    Find answers to commonly asked vehicle care, customer service, and Loyalty Club related issues or contact Customer Relations at 301-668-1440 x100.

    Q: How often do I really need to have my oil changed?

    The answer is different for everyone. Oil change frequency varies depending on your specific vehicle and individual driving habits. The Auto Repair recommends oil change service every 3,000 miles, but your owner’s manual provides recommendations on oil change frequency for your specific vehicle based on the manufacturer’s recommendations.

    Q: How do I know if my vehicle needs to be maintained with synthetic oil changes?
    Your owner’s manual will specify which type of oil your vehicle’s manufacturer recommends for the year, make, and model of your vehicle. Several auto manufacturers recommend and/or require the use of synthetic oil in certain models to maintain peak engine performance. Vehicle manufacturers such as BMW, Mercedes-Benz, Cadillac, Volkswagen, Audi, and Chevrolet (Corvette) recommend synthetic for specific makes and models; consult your owner’s manual for details about your vehicle.      
    Q: To maintain my warranty, don't I have to use my dealer for scheduled maintenance and repairs?
    No. You can have your car serviced anywhere to maintain the warranty requirements as outlined in your vehicle’s owner’s manual. Be sure to keep copies of all receipts as a record of services performed. The Auto Repair precisely follows each vehicle manufacturer’s maintenance recommendations.
    Q: What are some warning signs that may mean car trouble?
    1.     Your Check Engine light is on
    2.     Your Battery light is on
    3.     There is a grinding or high pitch squeaking noise coming from your brakes
    4.     Your vehicle’s temperature gauge reads in the hot or red zone
    5.     You see any steam or smoke coming from under the hood
    6.     Your vehicle vibrates severely when applying the brakes at highway speeds
    7.     Your vehicle is sputtering, hesitating, or loses power while driving
    8.     There is any type of fluid leaking from underneath the car
    9.     Your vehicle attempts to or does shut off each time you stop at a light or stop sign
     
    If you experience any of these symptoms we recommend taking your vehicle to the nearest Auto Repair location as soon as possible for evaluation.
    Q: Does the Auto Repair service Hybrid vehicles?
    The Auto Repair can perform most repairs for all hybrid vehicle makes and models. Our technicians are trained to perform maintenance and repairs on hybrid engines, brakes, cooling systems, transmissions, belts, hoses, fuel systems, exhaust and emissions, steering and suspension, wheel alignment and tire services. We do not perform diagnostics or repairs on hybrid vehicle electrical or charging systems or batteries.
    Q: Why rotate your tires and how often?

    Rotating existing tires to new positions evens out wear and maximizes the life of each tire. It helps to distribute wear more evenly because each position wears the tires in different places.   You should rotate your tires about every 6,000 miles or based on your vehicle manufacturer’s specifications.  

    Q: What is a cabin air filter and why change it?
    The cabin air filter cleans air that you and your passengers breathe by filtering out dirt and other contaminants. Replacing your cabin air filter regularly reduces contaminants such as pollen, dust, and odors that enter your vehicle through the vent system and can help reduce allergy symptoms year round. You should change your cabin air filter at least every 12 months or 12,000 miles or based on your vehicle manufacturer’s specifications.
    Q: Doesn't radiator maintenance only matter in the summer?
    The radiator (or cooling system) circulates coolant while you drive to regulate the temperature of your vehicle's engine. Over time the coolant looses effectiveness which can lead to overheating and other consequent damages if not replaced every 24 months. The cooling system is critical to engine performance all year round, not just during hot weather.
    Q: How often should windshield wiper blades be replaced?
    The soft rubber that makes up windshield wipers breaks down over time and loses effectiveness. Worn or damaged windshield wipers can pose a serious safety hazard by reducing visibility. To be safe, wiper blades should be replaced every 6-9 months.
    Q: Where is the closest Auto Repair location?

    Go to the Find a Location box at the top of every page or Locations page to find the location nearest you.

    Q: What are the store hours?
    Each Auto Repair is open Monday - Saturday, but the hours vary depending on location. Visit the Locations page to view the hours at any location.        
    Q: Do you require an appointment?
    Absolutely not. We will fit you in no matter what, and rental cars are always available. If you prefer to schedule an appointment, please contact the Auto Repair location nearest you. To accommodate your busy schedule, a convenient night drop-box is also available.
    Q: What can I expect from my visit to the Auto Repair?
    At the Auto Repair, we care for your car as if it were our own and will do whatever it takes to meet your expectations. With over 20 years of automotive experience, you can trust us for all of your vehicle care needs. We use only the highest quality parts and products and stand behind everything we do with a 100% guarantee. ASE-certified technicians at the Auto Repair service all domestic vehicles (diesel and gas engines), hybrid cars, and most imports including Japanese and European makes.
    Q: What types of vehicles can the Auto Repair service?

    The Auto Repair can service the following vehicle makes

    Acura

    Audi

    BMW

    Buick

    Cadillac

    Chevrolet

    Chrysler

    Corvette
    Dodge

    Ford

    Fiat

    GMC

    Honda

    Hyundai

    Infiniti

    Isuzu

    Kia

    Land Rover

    Lexus

    Lincoln

    Jaguar

    Jeep

    Mazda

    Mercedes-Benz

    Mini Cooper

    Nissan

    Oldsmobile

    Plymouth

    Pontiac

    Porsche

    Saab

    Saturn

    Scion

    Smart Car

    Subaru

    Toyota

    Volkswagen

    Volvo

    And many more specialy makes

    Q: Does the Auto Repair provide state inspection services?
    Yes, each Auto Repair location is a certified Maryland state inspection and emissions repair station.
    Q: What types of payment does the Auto Repair accept?
    All services must be paid for when you come in to pick up your vehicle. We accept all major credit cards, cash and check. 
    Q: Can I purchase gift certificates to the Auto Repair?
    Yes, you can purchase gift cards of any denomination at any location. Visit the Gift Cards page for more information.
    Q: Does the Auto Repair offer Fleet or Commercial vehicle services?
    Yes, please visit our Fleet Services page for more information.

    Q: How do I join the Loyalty Club?

    Loyalty Club membership is completely free. The easiest way to join is to visit any Lube Center, Auto Spa or Auto Repair location; they can sign you up on the spot. To register from home, contact Loyalty Club Member Services at 301-668-1440 x106 M-F 8am-4pm EST or fill out the online Customer Relations Form.

    Q: Do I have to give my e-mail to be a Loyalty Club Member?

    Yes, e-mail addresses are required for Loyalty Club members. We send out monthly member points summaries and special discounts and offers via e-mail for members only, without your e-mail address we are unable to communicate important information to you.

    Q: How do I redeem my points for rewards?
    To view your Loyalty Club points total and rewards eligible for redemption, go to the Current Rewards Offered page at www.myloyaltyclub.com. Most rewards are redeemable at any WLR Automotive Group Inc. affiliated business – however a few (such as gift cards) must be redeemed online; these items will be mailed to you. Be sure to review each reward’s complete description and disclaimers for redemption details.
     
    Bring a printed copy of your rewards redemption certificate when you intend to redeem your points as this will be required to process the transaction. Your available rewards may change from time to time so be sure to visit the Rewards Offered page regularly.
    Q: Do I have to bring a printed certificate to redeem my rewards at the store?

    Yes, you are required to bring a printed rewards certificate to the store to redeem for free services. Please note if your certificate says NON-NEGOTIABLE in red, it is an invalid certificate and will not be accepted at the store. Certificates can be printed from the member web site at www.myloyaltyclub.com.

    For assistance in printing rewards certificates, contact Loyalty Club Member Services at 301-668-1440 x106 M-F 8am-4pm EST or fill out the Customer Relations Form.

    Q: Do I have to show my Loyalty Club card at each visit?

    No, you only have to present your Loyalty Club card once at any Lube Center, Auto Spa, or Auto Repair location. Once you have activated your membership at each business, your transactions will transfer automatically overnight every time you visit.

    Q: I can't activate my membership card online, I get an error that says invalid card, what should I do?

    Most likely it is because we have spelled your name incorrectly, and customer relations will need to correct your account information. When activating your card online, the last name you enter has to match exactly what we have on file or it rejects the registration process due to a perceived security failure. Customer Relations can easily fix this for you; contact Loyalty Club Member Services at 301-668-1440 x 106 M-F 8am-4pm EST or fill out the Customer Relations Form

    Q: I can't log into my Loyalty Club and am using the right user name and password, what should I do?
    Contact Loyalty Club Member Services at 301-668-1440 x106 M-F 8am-4pm EST or fill out the Customer Relations Form.  For support until 8pm M-F, call Loyalty Trac Technical Support at 800-608-2080.800-608-2080.
    Q: I requested my password to be sent again and have not yet received it, how can I access my account?
    Contact Loyalty Club Member Services at 301-668-1440 x100 M-F 8am-4pm EST or fill out the Customer Relations Form. For support until 8pm M-F, call Loyalty Trac Technical Support at 800-608-2080.800-608-2080.

    Q: What web browser should I use to access my Loyalty Club member web site?

    Your Loyalty Club Member web site was optimized for use with Internet Explorer v6.x or later, running on a Windows XP or newer Operating System. Download a free version of Internet Explorer 8  and then follow these instructions to set IE8 as your default browser.

     

    The member site will NOT work using the Mozilla Firefox browser. For Macintosh users, while we do not officially support other browsers at this time, you should find that using Safari 4.x on Mac Operating System  X v10.4 or later should work adequately. We apologize for any inconveniences this may have caused for you and plan to increase the number of browsers and operating systems supported in the future; we thank you for your patience in the meantime.

    Q: Does the Loyalty Club member site work using Mozilla Firefox web browser?
    The Mozilla Firefox browser will not be able to access the member site at this time. If Firefox is your default browser please install Internet Explorer 8 for free. Simply open IE8 from the start menu as your browser to access your Loyalty Club account. We apologize for any inconvenience this may cause and plan to increase the number of browsers supported in the future.
    Q: Does the Loyalty Club member site work using the Macintosh Safari web browser?

    For Macintosh users, while we do not officially support other browsers and operating systems at this time, you should find that accessing the site using Safari 4.x on Mac Operating System  X v10.4 or later should work adequately. Download Safari 4.0.5 for free. Internet Explorer 5.2 for Macs does not perform well with the site and we do not recommend its use.

    Q: I can't print my rewards certificate from the member site, how do I get my free service?

    Typically this is due to an incompatible web browser issue, especially when trying to use Mozilla Firefox. Make sure you are accessing the member site using Internet Explorer v6 or greater. Contact Loyalty Club Member Services at 301-668-1440 x106 M-F 8am-4pm EST or fill out the Customer Relations Form

    Q: How do I change my Loyalty Club account information, including password?
    Go to www.myloyaltyclub.com My Profile page to view and edit all information.
    Q: Do my points ever expire?

    No, not at this time. However, WLR Automotive Group Inc.may, at its discretion, change the point expiration policy at any time. You will be notified of any changes with at least 30 days advance notice.

    Q: Can I accrue Loyalty Club points at other locations?
    Yes, you can visit any Lube Center, Auto Spa, or Auto Repair location to earn and/or redeem points. Visit the Locations page for a list of stores near you. Points at all stores are accrued on one account so you can earn free rewards fast!
    Q: How long does it take for purchases to show up on my account?
    It typically takes up to 24 hours for transactions to appear on your Account Activity page. In rare instances it may take up to 72 hours. If you don't see a particular transaction or feel an item is missing or incorrect,  contact Loyalty Club Member Services at 301-668-1440 x106 M-F 8am-4pm EST or fill out the Customer Relations Form
    Q: I lost my card. How do I get a replacement?
    To access our card replacement request form, go to www.myloyaltyclub.com and click on the Help tab and then Request New Card. Once we receive your request, it will take approximately 2-4 weeks before you receive your replacement card in the mail. Rest assured that all of your points and contact information will remain on your card. If you have visited the store before, we will have your member number on file; otherwise just give your account number to the cashier or ask them to look you up.
    Q: My points don't seem correct. How can I get them changed?
    If you don't see a particular transaction on your activity statement that you think you should have earned points for, please contact Loyalty Club Member Services at 301-668-1440 x106 M-F 8am-4pm EST or fill out the Customer Service Form
    Q: Is there a maximum number of points I can earn at any time?

    No, there is no maximum at this time. If this policy changes, members will be notified with at least 30 days advance notice.

    Q: Are the points transferable?
    In certain cases, points may be transferred to a family member within your own household (living at the same address) that already has a Loyalty Club Membership. Contact Loyalty Club Member Services at 301-668-1440 x106 M-F 8am-4pm EST or fill out the Customer Relations Form
    Q: Can Fleet or Commericial accounts become Loyalty Club Members?

    At this time, Fleet and Commercial accounts are not eligible to become Loyalty Club members.

    Q: What are the Loyalty Club Terms & Conditions?

    The Loyalty Club Terms & Conditions

    1. WLR Automotive Group Inc.  has the right to terminate the Loyalty Club Program at any time.
    2. WLR Automotive Group Inc. may change the Loyalty Club Program rules, regulations, benefits, conditions of participation, or point levels for awards, in whole or in part, at any time without notice, even though changes may affect the value of the points already accumulated. WLR Automotive Group Inc. may withdraw, limit, modify or cancel any award, increase the points required for any award, modify or regulate the transferability of awards or benefits.
    3. Loyalty Club Program points have no expiration date. However, consistent with the general rules and regulations of the Loyalty Club Program, WLR Automotive Group Inc. reserves the right to change the Loyalty Club Program at any time without notice, including imposition of expiration limits. If no points from any source are posted to a Loyalty Club Program member's account for 13 consecutive months, the account is subject to termination, including forfeiture of all accrued points.
    4. WLR Automotive Group Inc. reserves the right to make Loyalty Club Program and promotional offers available to members based on service activity, geographic location, program participation, or information supplied by the member.
    5. All points and subsequent awards must be earned and used according to the rules and guidelines in this Member's Guide.
    6. WLR Automotive Group Inc.  reserves the right to cease mailing of Loyalty Club Program updates and related materials to any Loyalty Club Program member who has not accumulated points for a 180-day period.
    7. Abuse of the Loyalty Club Program (including failure to follow program policies and procedures, the sale or barter of awards and any misrepresentation of fact relating thereto or other improper conduct, as determined byWLR Automotive Group Inc.  in its sole judgment, any untoward or harassing behavior with reference to any WLR Automotive Group Inc.  employee or any refusal to honor WLR Automotive Group Inc. employees' instructions) may result in cancellation of the member's account and future disqualification from program participation, forfeiture of all points accrued.WLR Automotive Group Inc.  reserves the right to take appropriate legal action, as it deems necessary, and to recover damages, attorneys' fees and court costs.
    8. WLR Automotive Group Inc. reserves the right to interpret and apply the policies and procedures communicated in this Member's Guide. All determinations by WLR Automotive Group Inc. shall be final and conclusive in each case. This Member's Guide supersedes all previously issued Member's Guides.
    9. Please allow 24 to 72 hours for all points credited to your Loyalty Club Program account.
    10. Except as otherwise explained below, points are not transferable and may not be combined among Loyalty Club Program members, or conveyed by any means to anyone, including through a member's estate, and may not pass to member's successors and assigns. Accrued service points do not constitute property of the member. Accrued service points are not transferable by the member (i) upon death, (ii) as part of a domestic relations matter, or (iii) otherwise.

      Program Enrollment
    11. The Loyalty Club Program is open to any licensed driver with a mailing address within the USA. All members must complete a Loyalty Club Program enrollment form. Failure to complete form in its entirety will negate membership status.
    12. Corporations, Fleet Accounts, or other legal entities cannot be enrolled as members.
    13. Only one person may be enrolled per Loyalty Club Program account. An individual may have only one account and that must be in his/her real (legal) name. Membership will be listed under the participant's full name and middle initial, if provided.
    14. Membership is non-transferable.
    15. Retroactive credit will not be given for services performed prior to enrollment.

      Earning Service Reward Points
    16. Loyalty Club points are accrued at a rate of   10  points for each dollar spent at participating WLR Automotive Group Inc.  -owned locations.
    17. Any fraudulent activity in connection with the program will entitle WLR Automotive Group Inc. , in its sole discretion, to terminate an individual membership and void all point credit.
    18. WhileWLR Automotive Group Inc.  will make every attempt to provide accurate point credit, it is the member's responsibility to retain necessary documents, such as receipts, to be provided for any un-issued credits.
    19. Member is responsible for presenting membership card to WLR Automotive Group Inc. cashier for receipt of points.

      Redeeming Service Reward Program Awards
    20. All Service Reward Program awards must be redeemed through WLR Automotive Group Inc.  Points and awards have no cash value.
    21. Award levels are subject to change at any time without notice.
    22. Member is responsible for paying all applicable taxes for the received award.
    Q: How can I contact Customer Relations?
    To contact the Customer Relations Department simply fill out the Customer Relations Form, call, or write us at the address below. If your inquiry requires a response, a customer relations representative will contact you within two business days.
     
    WLR Automotive Group Inc.
    1313 Orchard Way
    Frederick, MD 21703
    (301) 668-1440 x106
    Customer Relations Hours M-F 8am-4pm
    Q: How do I find discounts in my local area?

    Visit the Locations page to view stores and discounts available in your neighborhood.

    Q: Do you offer military personnel or senior citizen discounts?
    Yes, we offer a 10% discount every day on all services for all military personnel and senior citizens.
    Q: How can I get a quote for vehicle repairs or services?
    The fastest way to receive an accurate quote based on your vehicle year, make and model is to contact the Auto Repair, Lube Center, or Auto Spa location nearest you. You may also fill out the Customer Relations Form and select price quote as your topic, for this method please allow 24 hours for a response.
    Q: How do I establish a Fleet or Commercial account?
    To learn more about establishing a Fleet or Commercial account, please visit the Fleet Services page. We offer a comprehensive Fleet program that can be customized to include vehicle maintenance, complete repair services, full service car wash, detailing services, or any combination to meet your business needs. Our goal is to keep your vehicles on the road, clean, and keep your employees productive by getting them in and out quickly.
    Q: How do I change or cancel my Unlimited Auto Spa Membership?
    For changes or additions to your Unlimited Membership please call Customer Relations at 301-668-1440 x106. To cancel your membership fill out the Customer Relations Form and select Cancel Unlimited Membership as your topic, be sure to supply the license plate for each Unlimited Membership vehicle in your household. You may also e-mail Customer Relations. Please note that membership fees are auto-charged each month on your original activation date; cancellation requests received after your recharge date will not be processed until the following month. Pro-rated refunds are not available if your membership is cancelled after your recharge date has passed.
    Q: Do I need an appointment for repairs or maintenance at The Auto Repair locations?
    Absolutely not. We will fit you in no matter what and rental cars are always available. If you prefer to schedule an appointment please contact the Auto Repair location nearest you. To accommodate your busy schedule, a convenient night drop-box is also available.
    Q: Do I need an appointment for detailing services at the Auto Spa locations?
    Absolutely not. We will fit you in for detailing services no matter what it takes. If you prefer to schedule an appointment please contact the Auto Spa location nearest you. While-you-wait detailing services are also available; please allow for a 30 minute wait per service.
    Q: How can I obtain a copy of my Lube Center or Auto Repair service records?
    To receive a copy of your Lube Center or Auto Repair service records, fill out the Customer Relations Form and select service history as your topic. We will locate and send your service history records to you within one week.
    Q: How do I know if my vehicle needs to be maintained with synthetic oil changes?
    Your owner’s manual will specify which type of oil your vehicle’s manufacturer recommends for the year, make, and model of your vehicle. Several auto manufacturers recommend and/or require the use of synthetic oil in certain models to maintain peak engine performance. Vehicle manufacturers such as BMW, Mercedes-Benz, Cadillac, Volkswagen, Audi, and Chevrolet (Corvette) recommend synthetic for specific makes and models; consult your owner’s manual for details about your vehicle.