Complaints

This profile includes complaints for WLR Automotive Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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WLR Automotive Group, Inc. has 20 locations, listed below.

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  WLR Automotive Group, Inc.

  1313 Orchard Way Frederick, MD 21703-6002

• 

  WLR Automotive Group

  10007 Fields Rd Gaithersburg, MD 20878

• 

  WLR Automotive Group

  11612 Middlebrook Rd Germantown, MD 20876

• 

  WLR Automotive Group, Inc.

  9225 Berger Rd # 140 Columbia, MD 21046-3053

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  WLR Automotive Group, Inc.

  5715 Buckeystown Pike Frederick, MD 21704-7209

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *Date of the transactions:Second transaction: November 22, 2024 (****** miles) First transaction: January 4, 2020 (****** miles) *Amount paid to the business:$300.00 (November 22, 2024)The business committed to providing vehicle maintenance, specifically the replacement of the differential fluid.*Nature of the problem:I was advised to replace the differential fluid in my vehicle on two separate occasions (November 22, 2024, and January 4, 2020), despite the fluid having already been replaced and the maintenance confirmed by me as unnecessary according to my vehicles maintenance manual. Despite requesting maintenance records to confirm the previous differential fluid replacement, I was told there are no existing records. Additionally, Lube Center claimed the fluid was dirty at ****** miles, even though the **** dealership inspected the vehicle at ****** miles and found everything in good condition. This has resulted in unnecessary expenses and inconvenience. Despite my efforts to resolve this issue with the assistant manager and the manager, both denied my refund requests. I have documents that prove the differential fluid was previously changed at this location.The business has refused to resolve the problem. I spoke with the assistant manager, ****** *****, on November 23, 2024, and with the manager, Dakota *******, on November 24, 2024. Both denied my refund request despite failing to justify the service provided.I am requesting a refund for the unnecessary differential fluid replacement performed during the most recent incident, as well as a review of the practices at this location to prevent similar incidents from occurring in the future.

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business (car wash) has done damage to my vehicle. Roughly ****** worth according to a body shop. They caused scratches all over the vehicle which cannot be buffed out so let alone. It will require buffing/waxing/a celent to be applied. I reached out to the manager and district manager who are claiming that its from weather which is not true at all. They documented the photos as well as an incident report but have refused to fix anything.

  Business Response

  Date: 12/17/2024

  Dear BBB of ****************,
  
  Thank you for bringing Ms. ****** ******* complaint to our attention. We take all customer concerns seriously and appreciate the opportunity to respond.
  
  Ms. ***** visited our Martinsburg Auto Spa Express on November 27, 2024, and reported scratches on her vehicle that she believes were caused by our car wash. Upon receiving her complaint, our supervisor conducted a thorough inspection of the vehicle and observed the 'spider web' like scratches Ms. ***** described. Notably, the scratches around the vehicle were horizontal, while those underneath the door handles were vertical.
  
  Our Location Manager, *******, reached out to Ms. ***** on December 4, 2024, and left a voicemail explaining our findings. We noted that the scratches are consistent with common wear and tear caused by environmental factors such as salt, dirt, and other debris, which can accumulate over time. Regular waxing, recommended every six months, can help prevent such damage.
  
  It is important to highlight that if our equipment were responsible for causing scratches, similar damage would have been observed on other vehicles serviced at our location on the same day. However, no other reports of damage were received, indicating that our equipment was functioning correctly.
  
  We documented the photos and incident report as part of our investigation and regret that we cannot accept responsibility for the damage to Ms. ******* vehicle. We stand by our commitment to providing high-quality service and ensuring customer satisfaction.
  
  We hope this information clarifies our position. Should you have any further questions or require additional information, please do not hesitate to contact us.
  
  Thank you for your understanding.
  
  Sincerely,

  ****** ******

  Customer Relations Manager

  **********************

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22641554
  
  I am rejecting this response because:
  There have been multiple vehicles complaining about damages done by this business. Theyve posted photos as well on ****** reviews. Showing scratches, a ripped off mirror, antennas ripped off etc.  I also have taken it to a body shop (auto pros) in ******************* who stated this is specifically caused by the car wash and the car I own is 3 months old bought brand new at the ***** dealership in *******************. It hasnt had time to have this much damage done by inclement weather. This repair is at the very least ****** as it would need to be buffed and waxed and a ceramic coating applied. This business is lucky I havent asked to have them repaint my car, yet. 

  Sincerely,
  
  ****** *****

  Business Response

  Date: 12/17/2024

  Dear BBB of ****************,
  
  Thank you for bringing Ms. ****** ******* follow-up response to our attention. We appreciate the opportunity to address her concerns further.
  
  At WLR Automotive Group, we take all customer feedback seriously and handle each claim on a case-by-case basis. We are committed to rectifying any situations where our services are found to be at fault.
  
  To reiterate, Ms. ***** reported scratches on her vehicle following a visit to our Martinsburg Auto Spa Express on November 27, 2024. After receiving her complaint, we conducted a thorough investigation, including an inspection of her vehicle and reviewing our equipment's performance. The observed scratches appeared consistent with common environmental wear and tear, rather than damage caused by our car wash.
  
  We understand Ms. ******* frustration and have taken her feedback seriously. However, it's important to note that numerous vehicles were serviced on the same day without any other reports of similar damage. This consistency suggests that our equipment was functioning correctly and not responsible for the scratches.
  
  We acknowledge Ms. ******* reference to other customer complaints on ****** reviews. We regularly monitor and address feedback from all platforms to ensure our services meet the highest standards. In cases where our car wash is determined to be at fault, we take swift action to rectify the issue.
  
  We stand by our initial findings and regret that we cannot accept responsibility for the damage to Ms. ******* vehicle. We believe our investigation was thorough and that the scratches were not caused by our car wash.
  
  We appreciate your understanding and remain committed to providing high-quality service to all our customers. Should you have any further questions or require additional information, please do not hesitate to contact us.
  
  Sincerely,
  
  ****** ******
  Customer Relations Manager
  **********************

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22641554
  
  I am rejecting this response because:

  even if there were other vehicles serviced the same day without reported damage I was told this wouldnt of occurred over a day of using their car wash, this was something that occurred over time of using their car wash. The scratches became more noticeable due to their car washes pressure. This will be forwarded to small claims court. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good morning, On August 27th, 2023 I took my 2021 Honda CRV to the lube center and had my oil changed. The oil was changed and I drove my car from the lube center to my house on the way back to my house, which was less than a mile away from the lube center. I noticed that my car was making some noises I had not heard before. I then let my car sit for about 20 minutes and then went out to drive the car around I heard a metal scrapping noise and I started driving veering to the side of the road. I pulled over and went to check underneath my car and noticed and large metal piece hanging under my vehicle. It was my engine metal protector plate and dangling and held on by one screw. I spent about 15 minutes on the side of the road trying to get the engine metal protector off my car so it would be driveable. I was able to pull off into a parking less than a mile away. I then called AAA and they sent someone to help me get the damaged engine metal protector plate off from underneath my car. I managed to get my car home without any problems, scheduled a maintenance appointment with my Honda dealership, and had to have a new engine metal protector attached underneath my car ed(Aug 30 Merchant name is*** ******* ***** *********** **Merchant category is Automotive Amount is $294.59). I talked with the service technicians at the Honda dealership they said that it was the fault of who did the oil change and that was the lube center. I have all this documented and talked with guys at this lube center and was told it was going to be resolved and I was going reimbursed for the damages to my car. However, this has yet to be resolved and I have not been reimbursed for the damage done to my car at the lube center at **** ****** *** ********* ** ******

• Initial Complaint

  Date:05/21/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I understand that upselling is part of these people's job description, but when a customer says "no," that should be taken as a final answer, and the issue should not be pressed any further. I was informed that I should have my filter replaced, and I declined, stating that my children are in the car. The man * ***** * then proceeded to say "okay," but then immediately came back and asked me what I "meant" by having kids in my car. I told him it means that I quite literally have both of my small children in my car, one of whom is audibly screaming because he is upset, so I just wanted to get my oil changed and go. ***** then continued to press the issue, telling me over and over again that the service only takes X amount of time, and I continuously declined until I became frustrated, and told him goodbye, I'm done with this conversation. I then asked multiple people to get me a ******** and finally they sent out another gentleman to speak to me. Unfortunately he is the Asst. ******** and all he did was make excuses for ***** and defend his actions. He gave me a card with the actual *******'s number on it, but go figure the number is "no longer in service."The cashier * ******** * was no better. She had a bad attitude and smart mouth when she declined taking my coupon when presented. A coupon straight from the company website. She then got smart with me when I gave her my card for payment. At one point ***** said "It isn't a big deal," and proceeded to laugh and joke about the situation with one of his coworkers. I asked the Asst. ******* what was going to be done to correct the situation, and I was told "Nothing," which is disgusting and *************** one point I asked another gentleman what *****'s name was, as I could not see the name tag from where I was sitting. He responded "I'm new, so..." So? You're new, so you can't read? I then asked ******** what *****'s name was, and after telling me, she got smart and said that the names are located on my paper.

  Business Response

  Date: 05/31/2023

  Dear *** *****,

  Thank you for bringing your concerns to our attention regarding your recent visit to The Lube Center. We sincerely apologize for any inconvenience or frustration you may have experienced during your visit and appreciate the opportunity to address your concerns in a timely manner.

  After conducting a thorough review of the video footage from the day of your visit, we found no evidence to support the claims made in your complaint. At The Lube Center, we prioritize providing a positive customer experience and respecting our customers' decisions. While our employees are trained to offer recommended services based on manufacturer guidelines and vehicle requirements, we do not engage in pressuring customers to purchase additional services beyond their preferences.

  We understand that your interaction with our cashier, ********, did not meet our standards of exceptional customer service, and we deeply regret any negative experience you had. We assure you that appropriate steps will be taken to address this issue internally and ensure that all our employees are consistently providing courteous and helpful service. We would also like to confirm that your $5 coupon was applied to your service as intended.

  We apologize for the inconvenience you faced when attempting to contact our Location Manager. Unfortunately, within the timeframe of your visit, our Location Manager had recently left the company, which resulted in the contact information you were provided with being no longer in service. We apologize for any confusion or frustration this may have caused.

  Although we were unable to validate the specific issues raised in your complaint, we genuinely appreciate your feedback and take it seriously. As a gesture of goodwill and to express our commitment to your satisfaction, we would like to offer you a refund for the total amount you paid during your last visit, which comes to $77.69. To confirm that we have your accurate address, please contact me directly at ************, so we can mail your check to you as soon as possible.

  We value your patronage and want to assure you that your feedback plays a vital role in helping us improve our services. If you have any further questions, concerns, or would like to discuss this matter further, please do not hesitate to contact us directly. We appreciate your understanding and the opportunity to address your feedback.

  
  Thank you again for bringing this matter to our attention. We look forward to serving you better in the future.

  
  Sincerely,

  
  ****** ******

  Customer Relations Manager

  WLR Automotive Group

  
  

• Initial Complaint

  Date:06/11/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 30, 2022, I used this business for the purpose of getting my 2022 BMW M850 washed. During the wash process, the machine tore the gas cap door off of the car. This damage, acknowledged by the manager on duty, so damaged the door, that it was unable to be repaired. The cost of replacing this door, including the priming and painting of this body colored part, cost me a total of $224.21. $55.16 for the part, and $169.05 to have it painted to match the body color of the car. I presented my receipts for this work over three weeks ago to the manager at this business. To date, I have not recieved payment to compensate me for the damage their car wash caused to my vehicle. Numerous phone calls to the business, and in-person visits have resulted in vague promises about the check being on the way. In spite of assurances to the contrary, this business has never once called me back in reply to my inquiries about repayment. In addition to the cost of the repair, this incident has also cost me numerous trips to/from the BMW dealership in Suitland, MD.

  Business Response

  Date: 07/04/2022

  Consumer Response /* (2001, 7, 2022/06/20) */ Business corporate office responded via telephone almost immediately. Response and restitution for damages came via USPS.