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: Why should I visit the Auto Spa instead of washing my car at home?
Q: How often should I wash my car?
The Auto Spa is the most eco-friendly
way to wash your car. When you wash your car at home, the excess water is full of harmful residue that flows into storm drains leading to rivers, streams and creeks where the chemicals poison aquatic life and destroy other ecosystems. At the Auto Spa, we reclaim or recycle 85% to 95% of all water used to wash your vehicle, and all wash products are biodegradable and do not contaminate the water around our sites.
Q: Does the Auto Spa offer a brushless wash?
It’s a matter of personal preference, but experts recommend washing your vehicle at least one to two times per month to protect corrosion to your vehicle’s paint and exterior due to dirt, chemicals and road salt. Regular washings can eliminate stains and harmful residue that eat away at your vehicle over time. Maintaining the appearance of your vehicle not only makes you feel good, but also helps to maintain the resale value of your car.
Q: What are detailing services?
Yes! In fact we do not use any brushes at all. We use a soft cloth wash to prevent harmful scratches to your vehicle. We also offer a hand wash service for those want to be extra cautious.
Q: Why do I need to condition leather seats?
Detailing services offer a greater level of cleaning for the interior and exterior of your vehicle not possible during quick car wash visits; thus earning the name detailing services. Detailing services include interior and exterior cleaning for every nook and cranny of your vehicle, carpet and upholstery shampoo service, convertible top cleaning service, engine degrease service and many more! Detailing services are available as individual services
or as parts of our Complete Auto Spa Detail packages
Q: What is Headlight Restoration Service and why do I need it?
Leather must be cared for, cleaned and conditioned on a regular basis so that it does not dry out and crack. To maintain healthy leather interior, the Auto Spa provides a detailed and gentle cleaning of the leather seats using professional PH-balanced leather cleaners. A conditioner is then applied to seal in moisture which extends the life of the leather.
Q: Why should I have my engine cleaned?
Over time, UV rays, road debris and chemicals, acid rain, and other elements can leave plastic headlights dull, yellowed, and cloudy. Not only does this look bad, it greatly reduces how effective your headlights perform and creates hazardous driving conditions at night. The restoration service removes all headlight build-up and restores them to like new condition.
A clean engine not only performs better but because it is easier to see, makes it easier to diagnose problems and maintain. The Auto Spa cleans the engine compartment with all-purpose detergents and degreasers to break down caked up dirt and grime that has deposited over the firewall, fluid containers, and valve covers. Then the engine compartment is dressed with non-silicone, low sheen dressing for a clean shine.
Q: How do I redeem my points for rewards?
Q: Do I have to bring a printed certificate to redeem my rewards at the store?
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 show my Loyalty Club card at each visit?
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: I can't log into my Loyalty Club and am using the right user name and password, what should I do?
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 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 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: What web browser should I use to access my Loyalty Club member web site?
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: Does the Loyalty Club member site work using Mozilla Firefox web browser?
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 the Macintosh Safari 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: I can't print my rewards certificate from the member site, how do I get my free service?
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: How do I change my Loyalty Club account information, including password? Q: Do my points ever expire?
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: Can I accrue Loyalty Club points at other locations?
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: How long does it take for purchases to show up on my account?
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: I lost my card. How do I get a replacement?
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: My points don't seem correct. How can I get them changed?
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: Is there a maximum number of points I can earn at any time?
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: Are the points transferable?
No, there is no maximum at this time. If this policy changes, members will be notified with at least 30 days advance notice.
Q: Can Fleet or Commericial accounts become Loyalty Club Members?
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: What are the Loyalty Club Terms & Conditions?
At this time, Fleet and Commercial accounts are not eligible to become Loyalty Club members.
The Loyalty Club Terms & Conditions
WLR Automotive Group Inc. has the right to terminate the Loyalty Club Program at any time.
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.
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.
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.
All points and subsequent awards must be earned and used according to the rules and guidelines in this Member's Guide.
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.
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.
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.
Please allow 24 to 72 hours for all points credited to your Loyalty Club Program account.
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.
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.
Corporations, Fleet Accounts, or other legal entities cannot be enrolled as members.
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.
Membership is non-transferable.
Retroactive credit will not be given for services performed prior to enrollment.
Earning Service Reward Points
Loyalty Club points are accrued at a rate of 10 points for each dollar spent at participating WLR Automotive Group Inc. -owned locations.
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.
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.
Member is responsible for presenting membership card to WLR Automotive Group Inc. cashier for receipt of points.
Redeeming Service Reward Program Awards
All Service Reward Program awards must be redeemed through WLR Automotive Group Inc. Points and awards have no cash value.
Award levels are subject to change at any time without notice.
Member is responsible for paying all applicable taxes for the received award.
Q: How can I contact Customer Relations?
Q: How do I find discounts in my local area?
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: Do you offer military personnel or senior citizen discounts?
Visit the Locations page to view stores and discounts available in your neighborhood.
Q: How can I get a quote for vehicle repairs or services?
Yes, we offer a 10% discount every day on all services for all military personnel and senior citizens.
Q: How do I establish a Fleet or Commercial account?
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 change or cancel my Unlimited Auto Spa Membership?
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: Do I need an appointment for repairs or maintenance at The Auto Repair locations?
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 detailing services at the Auto Spa locations?Q: How can I obtain a copy of my Lube Center or Auto Repair service records?
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: How do I know if my vehicle needs to be maintained with synthetic oil changes?
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.
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.