Complaints

This profile includes complaints for Valvoline Instant Oil Change's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Valvoline Instant Oil Change

  100 Valvoline Way Lexington, KY 40509-2714

  
• 

  Valvoline Instant Oil Change

  154 Franks Dr Madison, IN 47250-2462

  
• 

  Valvoline Instant Oil Change

  2114 State St New Albany, IN 47150-4923

  
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  Valvoline Instant Oil Change

  4909 Dixie Highway Louisville, KY 40216

  
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  Valvoline Instant Oil Change

  9903 Taylorsville Road Jeffersontown, KY 40299

  

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:06/24/2025

  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.

  My local Valvoline location in Mount Dora, Florida made an easy but terrible mistake during an oil change on my classic 2003 Corvette.
  
  The technician downstairs removed the old oil filter and it put on the new oil filter but failed to check the area and subsequently left the old oil filter gasket on the vehicle.
  
  Upon installing the new oil filter, he created a “ double gasket“ resulting in all of the oil spilling out down the road 15 minutes after leaving the location. The oil spilled out, covered the underside and back of the car as well as the car behind me. My vehicle immediately began to smoke. Oil pressure dropped to zero. And I had to pull over.
  
  This was August in Florida, extremely hot. I had my son in the car. We were stranded on the side of the road for hours before someone from Valvoline responded by showing up without tools and a bucket of oil to try to remedy the situation on site.
  
  I had to call my daughter and son-in-law to help. My son-in-law had to go to his house to get a jack to jack up the car and he and the technician proceeded to expose the mistake, and add new oil to the vehicle.
  
  I then had to have the entire undercarriage of the car cleaned and the car inspected by General Motors dealership for any damage to the motor.
  
  All I am asking for is a simple refund and an apology. I’ve gotten neither despite all my efforts.

  Business Response

  Date: 06/24/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we’re certainly sorry to hear about any issues the guest has encountered with their vehicle. Our records show that our management team started a claim with our Customer Care team on 9/3/24 to document that the vehicle that was serviced on 8/31/24 was having issues due to the oil filter being double gasketed. In this event, our team redid the oil change and replaced the oil filter. It was confirmed that the vehicle was fine afterwards, and there were also no leaks. After it was confirmed, there were no further issues with the vehicle, the guest took it upon themselves to get a diagnostic on the vehicle for peace of mind. **** ******** ********* inspected the vehicle at no cost and confirmed on 9/3/24 that the vehicle was fine, there were no abnormal ticks or a knock in the engine, the oil pressure was good, and the vehicle was operating as designed. The guest then contacted our Customer Care team and demanded $1,000 to compensate for the event of having to deal with the issues of what happened after service, as well as a full refund. Both the service center manager and area manager denied the guest's requests since Valvoline made the situation right by re-performing the oil change, ensuring the vehicle was safe for the road. Our management team holds the final decisions on claims, refunds, reimbursements, etc., and they have denied the refund request. We stand behind our management team’s denial.  
  
  Please advise the guest that no further action can be taken via BBB regarding claims, as all claim communication is through our Customer Care team only. Our Customer Care team can be contacted at ************ or via live chat at ******************************** 

  Customer Answer

  Date: 06/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I am 100% deserving of a full refund at the very least for the incredible rookie mistake made by the Valvoline location. The full refund should also come with an apology, which I have never gotten.

  I will continue to contact whomever possible until I get a full refund in a form of a check mailed to my house.  A store Credit is absolutely out of the question, as I wouldn’t trust them to work on a toy Tonka truck. This is the worst Customer Service I have ever seen in my lifetime.

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

• Initial Complaint

  Date:06/23/2025

  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.

  I went in for an oil change. The staff was all new and very young. I felt rushed out. Once I left I heard boiling underneath my hood. My oil leaked out and killed my engine. I drove in without an oil leak but drove out and lost my vehicle. They said they would investigate, watch the videos and also look at the vehicle. That did not happen. I also have reached out in many different times and all I get are notes with no call back and no explanation. This has impacted my life drastically.

  Business Response

  Date: 06/23/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Our records indicate the management team reviewed the services you received during your visit and denied your claim. This denial is due to the fact that the oil pan was rusted, it had been notated on several invoices  on 11/28/23 and 7/26/24. This is also considered a wear and tear item. Nothing during any of our services could have caused this issue. The guest was made aware. Our upper management team holds the final decision regarding claim outcome. We stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************. This claim remains denied, closed, and no further action will be taken.

  Customer Answer

  Date: 06/24/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:i drove in with rust but I drove out loosing my vehicle. On that day at your business I did not have an oil leak. So I am being told that all of a sudden, on this day I left with a cracked oil pan. There was no communication this day that I could not get an oil change. I had a recent I section. And my oil pan was in tact. It was not leaking when I drove in but it was when I drove out all of a sudden. I understand rust but if the pan was in dire need of repairs, that was not communicated with me. I honestly could have gotten into a huge accident and hurt myself or others due to this lack of communication. It says rust and if the pan was bad you should have communicated that with me like you did the guy before. He was denied an oil change because of his pan and I was not. Now I am basically out of my vehicle with a promise to communicate better with your staff. This is unacceptable how my claim is denied just by reading notes. The cameras was supposed to be watched and the vehicle was promised to be inspected and none of that ever happened. Just saying rust isn't a reason why my oil pan is suddenly leaking while leaving your business. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:06/23/2025

  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.

  This location has performed oil changes for my vehicle before. I went for my second oil change and was informed that my oil filter would need to be ordered and I can come back later or I can purchase my own oil filter and bring it in. I came to the location today after purchasing the oil filter only for the location to now claim they don't change oil to my vehicle because of claim issues? Mind you i have already had my oil changed once before and even advised to come back later. At no point in my previous visits did they mention not being able to complete the job due to claim issues. The staff at the location completely refused even after I told them I was asked to come back.

  Business Response

  Date: 06/23/2025

  We are sorry to hear this guest's experience was disappointing. Our records show the guest previously brought a Mini Cooper to us. Unfortunately, we no longer service Mini Coopers. We apologize for any inconvenience this caused. Our Customer Care team would be happy to help answer any questions at *************

  Customer Answer

  Date: 06/23/2025

   
  ********** ********
  
  
  
  I am rejecting this response because: how can a company that changes oil as its core business model decide to not service a paying customer. There is no good explanation from the company other than "unfortunately we do not service mini coopers anymore " There is no signage,  no indication that they dont service minis. Nothing posted on their website. And I was specifically instructed to come back. This is abhorrent. This is a breach of contract as I was told to purchase my filter and come back. This will be reported to the FTC.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:06/17/2025

  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.

  Oil change 3/18/2025
  2,350.00
  Engine locked up April 4th 2025
  Failed to disclose engine leak during service
  I made a complaint to an employee ******* **** he put in a complaint for me. Then he was the one to look at the truck when he said he was going to take pictures. He later called stating he was denying my claim. I had no oil on engine
  ******* took the complaint and denied the complaint. I asked for someone to look into it like hr and never received a call.

  Business Response

  Date: 06/17/2025

  Hello,
  We thank the guest for reaching
  out to Valvoline, and we’re certainly sorry to hear about any issues the guest
  has encountered with their vehicle. Our records show the service center manager
  recorded a claim with our Customer Care team regarding the guest’s issues with
  the vehicle. Per our management team’s investigation, they reviewed the video
  footage from the service showing the oil was filled to the correct level, and
  both the oil filter and drain plug were tight and dry. Our service team noted
  on the invoice during the service that the vehicle was overfilled with oil on
  arrival and that there was a leak. Our management team has denied the claim due
  to the vehicle having a pre-existing oil leak, the vehicle's high mileage, the extensive
  mileage between services, and the video footage confirming the service was performed
  correctly. Our management team holds the final decision on claims, and we stand
  behind our management team’s denial.
  

  Please advise the guest that no further action can be taken
  via BBB regarding claims, as all claim communication is through our Customer
  Care team only. Our Customer Care team can be contacted at ************ or via live
  chat at ******************************** 

• Initial Complaint

  Date:06/16/2025

  Type:Product 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.

  At approximately 9:24am (EST) on 6/14/2025 we called ************ and asked to speak with an agent and got someone named ********** My wife asked for the price of a Full Synthetic Oil Change on her 2011 Toyota 4-Runner. ********* asked whether she wanted high mileage or regular. At no point did ********* indicate that those were not Full Synthetic as was initially requested at the start of the call. He made the statement that because the vehicle required more oil that with a $15.00 off coupon it would be approximately $76 and change. We went to the location they did the work then informed us that the Oil Change was $126 and change significantly more than quoted. when we questioned it the manager said there wasn't anything he could do and that their calls goto corporate not the stores. we found a $25.00 coupon to atleast reduce the cost but and called corporate. They could care less and are unwilling to honor their quote and even said it was just a misunderstanding by their rep but won't make things right.

  Business Response

  Date: 06/17/2025

  Thank you for taking the time to reach out to us about your service experience. We apologize for the frustration this may have caused, our records indicate the management team reviewed the services you received during your visit and approved the reimbursement as requested by the guest. This claim is closed, and no further action will be taken.

• Initial Complaint

  Date:06/16/2025

  Type:Product 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 gentlemen working on my car had just completed replacing my wipers. One asked me to turn on the wipers to test them out. Only 1 wiper had been installed. This caused my bare metal wiper blade to scratch a long, sweeping arc across the driver's side windshield, right in my line of vision. The men working apologized and took ownership of their mistake. I asked them how they planned to rectify the damaged windshield so they called the store manager. They returned to tell me that the store manager would off me 15% off my next Valvoline service! I asked the young man if he thought that was an acceptable proposal and he stated "No, maam, I don't" I asked if I could speak to their manager and they stated he was out until Monday. I called Valvoline Headquarters Customer Service and filed a claim. The manager ****** ******* *** has 2 days to respond to this incident. I let customer service know if he does not replace the windshield we would be hiring an attorney. All the evidence is time stamped on our invoice and it should be recorded on their company camera.

  Business Response

  Date: 06/16/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Currently this guests claim is still pending and under investigation, which means we will not disclose the information of the pending claim here.  We ask the guest to keep in mind that our process states our upper management team has 2 full business days to reach out to the guest. The complaint was filed Saturday June 14th, we appreciate the guests patience as our team takes time to review the claim. If the guest would like to check the status of the claim please reach out to our Customer Care team by calling ************* We want to advise this guest no action can be taken via the BBB. Our Customer Care team will be happy to assist.

• Initial Complaint

  Date:06/12/2025

  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.

  We had a belt replaced on one our trucks, less than 24hrs later we got stranded on the side of the highway due to the new belt breaking the pully for the water pump, after speaking to management, I was hung up on. now I am paying $1700 in repairs and they will not take any responsibility

  Business Response

  Date: 06/12/2025

  Hello,
  We thank the guest for reaching
  out to Valvoline, and we’re certainly sorry to hear about any issues the guest
  has encountered with their vehicle. We were unable to locate a claim with the
  information provided, and to move forward, the guest will need to file a claim.
  Please advise the guest to contact our Customer Care team at ************, and
  one of our agents will be happy to assist the guest with filing a claim.
  Please advise the guest that no further action can be taken
  via BBB regarding claims, as all claim communication is through our Customer
  Care team only. Our Customer Care team can be contacted at ************ or via live
  chat at ******************************** 

• Initial Complaint

  Date:06/12/2025

  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.

  Valvoline damaged my vehicle during what should have been a routine oil change. The issue was serious enough that they had my car towed to a repair shop--their choice--and I was left without a vehicle. I've now been in a rental car for over a week, entirely due to their employee's negligence.
  While my car is finally repaired, Valvoline is now refusing to tow it back to my home, the exact location where they picked it up from. Instead, I'm being forced to choose between having my vehicle returned or being reimbursed for the cost of the rental. Not both.
  This is completely unacceptable. Valvoline created the problem, yet they're trying to minimize their accountability by making me eat part of the cost. Any reputable business would have taken full responsibility and made the customer whole--not offered some weak either/or compromise.
  I trusted Valvoline to handle my car with care and professionalism. That trust has been completely broken. I will never return, and I strongly recommend others take their business elsewhere.
  Keeping people up to date: Valvoline's Negligence
  Forced a Local Shop to Do the Right Thing --Outrageous for a National Brand
  Today is Saturday, May 31, 2025, and I received a call from the repair shop where Valvoline had my vehicle towed following damage caused by their service. In a surprising act of professionalism, the shop owner--not Valvoline-offered to pay out of his own pocket to have my car towed back to its original location. His reason?
  He wanted no further involvement with what he described as Valvoline's messy and unprofessional conduct.

  Business Response

  Date: 06/12/2025

  Hello,
  We thank the guest for reaching
  out to Valvoline, and we’re certainly sorry to hear about any issues the guest
  has encountered with their vehicle. Our records show a claim was started and forwarded
  to our management team for review. Our management team had the vehicle towed to
  ******* *********** & More for repairs, and repairs were done/completed on 5/28/25;
  however, the guest refused to pick up the vehicle. The guest stated they wanted
  the vehicle towed back to the original location where it was picked up. Our management
  team did have the vehicle towed back to the guest's original location request
  on 5/30/25. The guest obtained a rental that was not approved by our management
  team, as the rental was picked up on 5/24/25 before the claim was started on
  5/26/25. The guest is requesting a reimbursement for the rental, missed wages,
  **** rides, ******** organic spill absorbent, and the power washing service. The
  missed work reimbursement has been denied as we do not reimburse for missed
  wages; however, it doesn’t state on the claim if anything else the guest is requesting
  to be reimbursed is approved, as we haven’t received all the receipts. The
  guest has only provided our Customer Care team with the Turo rental receipt,
  but our team still needs the other receipts on file to be forwarded to
  management for review. Please advise the guest that they will need to email the
  remaining receipts/invoices to ************************* in order for the guest’s reimbursement request to be reviewed. Please advise
  the guest to be sure and put their claim # in the subject box, so the email isn’t
  marked as spam. Please advise the guest that no further action can be taken
  via BBB regarding claims, as all claim communication is through our Customer
  Care team only. Our Customer Care team can be contacted at 800-327-8242 or via live
  chat at *******************************. 

  Customer Answer

  Date: 06/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Valvoline personnel is continuing to lie about what has actually taken place. ******* auto repair took it upon themselves to have my vehicle towed back to me because Valvoline refused to do so. Also, Valvoline has already stated that they are denying me for loss of wages when it’s clearly due to their mechanic and manager gross negligence that allowed me to drive off with a car that was clearly leaking oil. I have sent all receipts numerous times and they are only calming to have received one. The integrity and honesty of the Valvoline employees surrounding this incident can not be trusted and this is a clear slap in the face for all the hardworking people going to conduct business with them and trusting them to do their jobs with competence given many of us have our families in our vehicles regularly. I believe going to court will  eliminate the lies and unnecessary back and forth between Valvoline and myself. 
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:06/12/2025

  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.

  Messed up my car by overfilling with oil

  Business Response

  Date: 06/12/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we’re certainly sorry to hear about any issues the guest has encountered with their vehicle. With the information provided, we located a claim and saw our management team investigated the incident by reviewing the video footage from the service, which confirmed the oil was fully drained and the correct fluid level was filled during service. Our management team has denied the claim, and we stand behind our management team’s denial.  
  Please advise the guest that no further action can be taken via BBB regarding claims, as all claim communication is through our Customer Care team only. Our Customer Care team can be contacted at ************ or via live chat at ******************************** 

• Initial Complaint

  Date:06/12/2025

  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.

  Went to Valvoline for inspection charged $60. The mechanic claimed I needed a certain repair and failed my inspection. Took it to Tyler Warehouse for a second opinion mechanic stated there was no need for the repair Valvoline originally reported. Tire Warehouse provided video and pictures to prove their inspection report . Valvoline did not provide any evidence of repairs they stated they needed to do . When I provided evidence of this and requested my 60 back manager was extremely rude and kicked me out of his store then proceeded to follow me to my car and claim that my sticker was not legal when indeed it was. I am requesting a formal apology at the very least but would like my 60 returned as they tried to overcharge me for services not needed.

  Business Response

  Date: 06/12/2025

  Hello,
  We thank the guest for reaching
  out to Valvoline, and we’re certainly sorry to hear about any obstacles the
  guest encountered regarding the inspection. With the information provided, we
  were unable to locate a case filed with our Customer Care team. To move forward
  regarding claims, refund requests, reimbursements, service experiences, etc.,
  the guest is required to contact our Customer Care team first to file a case
  that is then forwarded to our management team for approval/denial.  
  Please advise the guest
  to contact our Customer Care team directly at ************, and one of our
  agents will be happy to submit a refund request on behalf of the guest. Please
  note, this BBB is closed, and no further action can be taken via BBB.