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Business Profile

Oil Changes

Valvoline Express Care

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Oil Changes.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:26/03/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Email sent to Valvoline, many calls, voice mails Good Day.I was at your place of business on Monday March 18 *************************************** Chatham. (valvoline) I got a oil change and a transmission flush, I also got tires rotated. I spent aprox 450 dollars. Within ***** mins of leaving my truck displayed transmission to Hot and RPMS went crazy. I **opped and pulled over, checked under the hood and smelled the transmission fluid it smelled burnt. I went back to see **** he added a litre of transmission fluid and told me to take it for a drive. I did so it did not rectify the problem. I went back again and they did the flush again. Was told that if it was **ill a problem to call him when i got home. I did not go home but rather to my mechanic. My mechanic looked over my truck the next day and told me my transmission was toa** and needed a new one. I have tried calling the phone number and leaving several messages. My husband also tried contacting you after talking to ****. To no avail. I have contacted *********** they told me in an email they sent my problems to your email to be addressed. I **ill have not received a phone call nor has my husband. It would be great for you to contact one of us and have this issue rectified immediatly.************ ************ We have tried calling the owner, emailing the owner, contacting the **ore and we keep getting the run around. I have had to rent a vehicle since ours is in the shop due to repairs if someone can please help with this situation it would be great

    Business Response

    Date: 03/04/2024

    My first contact with customer was March ********* by email and a voicemail left on ************************** location just after 6pm. This was the first I have heard from them as they were communicating with the Shop Manager In Chatham.  I emailed her on March 26th to start a conversation. Turns out through the email conversation the suppose number they were trying to reach me or supposed owner was not correct and not affiliated with us which would explain why they got no response.  Husband called on March 27th 2024 as well and I spoke to him indicating I was waiting to hear back from a Senior Valvoline Tech as well as the Automotive shop owner where transmission was being fixed. After our investigation we sent them a final response indicating we are not responsible for their vehicle issues and that it was caused by age, wear/tear, and lack of maintenance services not completed on the vehicle as per owners manual recommendations. Please see our final response and conclusion to their request. 
    Good afternoon April & *****,

    I thank you for your patience as we look into your situation.

    We have conducted our investigation into the issues with your transmission and have come to the following conclusion. 
    You did bring your 2004 GMC ****** pick up into our quick lube on March 18th and along with the tire rotation and oil change you asked our tech to also change your transmission fluid. Our security cameras in the shop show that we preformed this service using a transmission vac machine where a hose is inserted into the transmission dip tube which sucked the fluid out of the transmission, we then replaced the fluid with the required type and amount. The cameras further show that you were shown the dip stick indicating the correct level of oil. You left the shop at approx. 1.25pm and later returned at 2.45pm informing our shop manager **** the transmission was slipping and not working correctly. **** suggested maybe adding a half more liter of oil as in some cases by slightly increasing the oil level beyond the full **** it might be enough to solve a minor problem. You returned again saying it was still not working correctly so **** offered to re-flush and refill the fluid again to see if this would help, you were again shown the proper level of fluid after the second fill, unfortunately this did not remedy your problem indicating a much more severe issue was maybe present with your transmission.

    So to clarify we did not preform any mechanical work to the transmission, we simply sucked out the fluid and refilled it, twice, there is nothing in this process that would cause a transmission to slip or develop problems within 15 minute of leaving our shop. 
    We also contacted the owner of ****************** where your truck was diagnosed and they told us that the problem with the transmission was the Shift solenoid was not working, upon further investigation when they removed the transmission pan it was full of steel fillings, which more then likely caused the shift solenoid to stop working. He further explained that by changing out the fluid it probably caused the steel fillings to further circulate through the transmission.  
    Being your truck is over 20 years old and has over ******* km and from the our records as well as your car fax report the transmission on this vehicle has never been maintained. GM recommends in their manual that to maintain the life of the transmission, the fluid is to be changed every ****** KMs for this vehicle. So the the reason for your transmission failure was wear and tear producing steel fillings to form which were caused from neglect of the transmission and not following the manufactures recommend fluid change intervals. Due to the lack of service, KMs and age your transmission was destined to fail and probably would have happened in the middle of no where on your drive out west leaving you stranded.
    Unfortunately your transmission issues is due and a result of a pre-existing issue caused by improper maintenance, age and the amount of KMs, which had nothing to do with the service we performed. Therefore we are really sorry and regret to inform you we are unable to provide any compensation or reimbursement towards your vehicle and will consider this matter closed.
    Regards,

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