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

  3721 Charlestown Road New Albany, IN 47150

• 

  Valvoline Instant Oil Change

  2514 Allison Ln Jeffersonville, IN 47130-5948

• 

  Valvoline Instant Oil Change

  6110 Shepherdsville Rd Louisville, KY 40228-1024

• 

  Valvoline Instant Oil Change

  3608 Bardstown Rd Louisville, KY 40218

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:04/22/2025

  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.

  On April 11th, I had an oil change done at Valvoline in Pickerington. On April 14th, when temps were higher, the car overheated and broke down, leaving me stranded on the side of ******* ****. The mechanic that I called found the coolant reservoir cap was missing when he opened the hood. I contacted Valvoline, they gave me a claim number and said the Pickerington branch manager would reach out within 48 hours. I did not hear from them again. I had the car towed and repaired. The result of the car overheating cracked the water pump. I would like to be reimbursed for the engine repair, money spent on rides to/from work, and the coolant purchased. I would also like the entire engine inspected for further damage.

  Business Response

  Date: 04/22/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we apologize for the issues the guest has experienced with the vehicle. With the information provided, we did locate an open claim that is currently pending. Unfortunately, we are unable to assist with claims via BBB, as all claim communication is through our Customer Care team. We will forward this information to the market manager of the location to inform them that the guest has not been contacted and needs to be contacted ASAP. Please advise the guest that if they do not hear from management within 24 business hours, they should contact our Customer Care team at ************* 

  Customer Answer

  Date: 04/23/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ***** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:04/21/2025

  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 name is ****** ****** On April 9th, 2025 I went to Valvoline Instant Oil located at 900 East Lake Street in Minneapolis Mn to get a simple oil change and that's it! There was not one leak on my car at all before I entered their garage. Before he began the oil change, he started checking all the fluids. He than asked me to get out of the car because he wanted to show me something and then he showed me that my transmission was leaking which in fact all the transmission fluid had leaked out. Immediately he said, "I didn't touch anything." and I told him that's impossible my car was just fine before I brought it in here. We debated back and forth until his boss steps forward and proceeds to tell me the same that it was not their fault and for me to leave and consult a mechanic and I did just that! I pulled out of the garage and barely made it across the street to ****** ********** where they told me that my transmission dip stick and casing had been forcefully pulled out which led to the breaking of the hinge that holds it in place and that is why most of the transmission fluid had come out. I got it fixed and the labor only was $165.00 dollars, Transmission fluid was $80.00 dollars. And the parts were $61.99 dollars. I made a claim with Valvoline corporate office to which they denied my claim. This is why I am reaching out to you and I really need your help. I am in dire straights.

  Customer Answer

  Date: 04/22/2025

  Hi this is ****** ***** thank you for getting back to me yeah requesting a refund is okay with me I'm not worried about the pain and suffering I'll handle that in a different matter so yes if you can go ahead with requesting a refund that would be great I would really appreciate that and thank you so much for getting back to me

  Business Response

  Date: 04/22/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we apologize for the issues the guest has experienced with the vehicle. Our records indicate our management team has denied the claim due to no service being performed at Valvoline. The guest came into the Valvoline shop requesting a transmission fluid replacement, and after inspection, the service was denied due to the transmission leaking. The guest was advised by our team to take the vehicle to a full-service mechanic shop for further inspection. 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. If the guest requires further assistance, please contact our Customer Care team at ************* as all claim communication is through our Customer Care team only. 
  
  

  Customer Answer

  Date: 04/23/2025

  
  Complaint: ********  
  I am rejecting this response because: I clearly indicated in my complaint that I went in there for a regular oil change not a transmission fluid change like Valvoline is saying I did not I repeat I did not go in there for a transmission fluid change I went in there for a oil change and they broke my dipstick by checking the transmission fluid which is their job to do just that check all the fluids while having an oil change done I can't believe these people are actually lying well actually I can believe it but yes I truly went in there for a regular oil change they broke my transmission dipstick and the casing it leaked transmission fluid all over that's the reason why they did not do the regular oil change is because they broke apart on my car the transmission dipstick so that's why they did not want to service me it had nothing to do I did not go in there for anything about the transmission I went in there for a oil change and that was it and the outcome of it was that my transmission dipstick casing got broke and I want them to pay for it I thank you guys for doing all you can to help me but what do I do now because they're they're lying in the statement that I wrote to you guys it clearly said that I went in there for a oil change could you please get back to me and let me know what I should do and thank you..
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 04/23/2025

  While we empathize with the guest's situation, our management team holds the final decision in the claims process and has denied the claim. No further action can be taken.

  Customer Answer

  Date: 04/23/2025

  
  Complaint: ********
  
  I am rejecting this response because: they are completely lying and I'm totally getting treated unfair and I'm ready to almost take this to court there has to be video of the technician checking the fluids as i indicated in the initial statement I came in there for a simple oil change and it turns into over a $200 transmission repair all I want is for them to pay for the damage that they caused the employee that caused the damage was in the middle of telling me how it happened until his boss came and interrupted us and told him not to say anything else and tried to rush me out of the garage saying that I need a mechanic and it was not their fault please I just want my car fixed..
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/21/2025

  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.

  In November 2024, I took my vehicle to Valvoline for a routine oil change. After paying $100 for oil change and new oil filter, I thought I was good to go. But on 2/5/25, my oil pressure light and service engine light started flashing and my car had to be towed. I paid $157 for diagnostic and was advised that my oil filter had a hole and had leaked so much oil that the dipstick was dry. I ended up paying $82.97 for a new oil filter and oil. I reached out to Valvoline for a refund for the oil service performed in 11/2024 and for the new oil filter and oil I had to get in 2/2025 well before the required mileage and date. I filed a claim with Valvoline Customer Care on 4/4/25 and provided pictures and documents. After 2 weeks, Valvoline Customer Care finally called along with the service manager, ***** to let me know that they haven’t reviewed the information and I shouldn’t have waited to contact them. At this point, I just want a refund for the service performed and what I had to pay to fix the error. I have been a loyal customer with Valvoline for many years and really surprised at the lack of accountability or willingness to resolve.

  Business Response

  Date: 04/21/2025

  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 diagnostic and additional oil change were not approved by Valvoline. On page two of our invoices it states "If repairs are required, you must contact Valvoline Instant Oil Change prior to any repairs taking place. We will not be responsible for repairs not authorized by our company." Because we did not get an opportunity to inspect the vehicle prior to the diagnostic/oil change service and for the fact that the guest no longer has the vehicle because it has since been traded in - we stand behind the decision to deny the claim. If you have additional information that you feel may change this outcome, please contact our Customer Care team directly at ************. This claim remains denied, closed, and no further action will be taken.

  Customer Answer

  Date: 04/21/2025

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

  Car was not drivable at time of issue and had to be towed. At time car malfunction, we were not aware it was an oil issue until diagnostic was completed. Valvoline is not a car service shop so there was no need to tow the car there not knowing what was causing the issue. The fact that the car was not drivable, would Valvoline paid for the tow, car rental, oil filter/oil change, and the inconvenience of it all? I’m asking for a refund on the oil change/oil filter that was needed prematurely  to resolve the issue. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 04/22/2025

  While we empathize with the guest's situation, as previously stated, our management team holds the final decision in the claims process and we back their denial. The Upper Management Team has reviewed the information, and shared their decision for the denial with the guest. We firmly stand behind the decision to deny this claim. The claim remains closed, and no further action will be taken.

  Customer Answer

  Date: 04/22/2025

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

• Initial Complaint

  Date:04/17/2025

  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.

  I brought my car to get oil changed. when i got home i noticed that the receipt had much higher mileage than my car actually had. the employee had entered the wrong mileage on my receipt which is wrong. i then did some googling and found out that they sell your data to insurance companies. i contact customer service and they told me that they would try to fix it. they sold the data with wrong mileage to carfax which caused my insurance rates to increase. no where on their website do they state that they do sell your data to other companies. i just looked at their website now and i see that they are advertising that they don't share your data with any 3rd parties. what do they consider carfax and insurance companies then if they claim they share your data with 3rd parties. this is fraud behavior and should be reported and investigated by attorney general. they refuse to fix my mileage and they have cost me a lot of money in increased insurance premiums since insurance companies use the data that is sold to them to find out how many miles you are driving. my problem is that these guys purposely put higher mileage to make it seem like i haven't gotten my oil changed regularly, and that i'm driving more miles than i actually am. no where on their website does it state that they sell your data to carfax, in fact is states the opposite. this was at hudson ma. i asked the manager to call me and the manager refused, which shows that the manager is in on this scheme and probably getting kickbacks from insurance companies to fraudulently put higher mileage

  Business Response

  Date: 04/17/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we’re certainly sorry to hear about any miscommunication or confusion this may have caused. We’d like to help clear this up. First, we hate to hear the guest’s mileage was entered incorrectly, but this is an easy, quick fix to ensure there are no discrepancies with the vehicle maintenance records. Here at Valvoline, personal info, such as name, address, etc, is not shared with CarFax, but we do share the vehicle maintenance services that are performed, the date of service, and t,he mileage during the service. We do NOT share information with insurance companies. Per CarFax they state –
  “CARFAX does share information with insurance companies, but it's not a direct sharing of personal information like names or addresses. They share data about vehicle history, which can include accident reports, maintenance records, and other relevant information. This data is used by insurance companies for risk mitigation, policy underwriting, and claims processing.”
  However, the guest can request that all visits to Valvoline be deleted from their CarFax report. With the information provided, we were unable to locate a case filed with our Customer Care team, and to move forward in correcting the mileage as well as having Valvoline’s services removed from the guest's CarFax report, they will need to contact our Customer Care team at ************. Our Customer Care team will file a case with a case number as well as provide the guest with whatever information they need. These updates usually take 5-7 business days to be corrected/removed through CarFax. Please note our Customer Care team is the department that handles CarFax requests, and all communication must be done through our Customer Care team. 

  Customer Answer

  Date: 04/17/2025

  
  Complaint: ********
  
  I am rejecting this response because: I called customer support before and they told me to go away and that they could not help me. Where on your website does it state  that data is shared with vavoline. I would like all my data deleted effectively immediately. I also heard that you guys mostly hire ex convicts to work in your shops which is extremely disturbing. I also want off your email list.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/17/2025

  Hello,
  We appreciate the guest for reaching back out to Valvoline. We can assure the guest if they contact our Customer Care team at ************, one of our agents will be able to assist on a recorded line. We are unable to assist via BBB as our Customer Care team is the department that manages CarFax corrections/deletions. No further action can be taken via BBB

  Customer Answer

  Date: 04/19/2025

  
  Complaint: ********
  
  I am rejecting this response because: on vaoline website it states that no information is shared with 3rd parties. no where does it state that any info is shared with carfax. at this point, i just want to know where it states on their website that they share data with carfax. they have admitted to sharing data to carfax. i would like to also know how much money they make from sharing data with carfax. they already charge over 100 for just an oil change, how money hungry and greedy are these people. they are lying on a public form by denying they share any data
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/17/2025

  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.

  I went to this Valvoline in Kettering, OH for a last minute oil change. During their inspection of my truck they informed me that one of the bulbs in my third brake light above the rear window on my truck was out and asked if I wanted them to replace it, so I said sure. Well two weeks later it rained and started to leak inside my truck throw the headliner. I called Valvoline they said come back. Went back they said the seal on the light looked fine, might be the antenna, told me I would have to take it to a dealer. Take it to the Chevy dealer, who says light was installed wrong, needs to be replaced. Call Valvoline customer service start a claim informing them it was the light. Chevy dealer has everything taken apart waiting for parts to come in. Valvoline calls me back wanting me to take it from Chevy back to them to replace the light. After dealership having my truck all week needed a rental car for weekend, which Valvoline refuses to pay for. Finally get my truck from dealership and take it to Valvoline to replace the light. Asked Valvoline about my headliner, wants me to just get it cleaned. After calling three different places, no one will clean a headliner says they are too sensitive to clean. So this Valvoline manager has lied to me multiple times to get out of paying for their mistake. I could have gotten my truck from the dealership sooner and not have rented a rental car if they would have handled things sooner, tried to say my truck was taken apart due to me adding service at the dealer, when I added a fuel flush, nothing involving my truck being taken apart. Colin from Chevy informed me it was the headliner and brake light that was taken apart because they were waiting on the parts to come in. I’ve run around and lied to. Now I have smelly truck with water lines on my headliner.

  Business Response

  Date: 04/17/2025

  Hello,
  We appreciate the guest for reaching out to Valvoline, and we’re certainly sorry to hear about any frustrations the guest has felt throughout the claim process. Our records indicate that our management team accepted responsibility for the claim and approved the light housing replacement as well as the headliner to be steam cleaned. Our management team did speak with Erica at the dealership on a recorded line, who stated the vehicle wouldn’t be ready as the guest was having other services performed on the vehicle, so the guest obtained a rental. Our management team denied reimbursement for the rental as the work being done on the vehicle over the weekend at the dealership was not related to the light damage or cleaning of the headliner. Other than denying the rental reimbursement, our management team did get the light housing replacement and advised the guest to go to Ziebart by the Dayton mall to have the headliner cleaned, which will be covered by Valvoline. We stand behind our management team’s decision regarding the rental reimbursement request.
  Please advise the guest that no further action can be taken via BBB regarding claims. If the guest requires further assistance, please contact our Customer Care team at ************, as all claim communication is through our Customer Care team only. 

  Customer Answer

  Date: 04/17/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  You may call ****** ****** at *********** ***** who was the representative I was assigned at Chevy. As I sated on your recorded line a fuel flush is what I added and that didn’t require my truck to be taken apart. The headliner was still as Chevy was under the impression it was to be replaced and the light was removed because they were waiting on the part to come in. I called 3 different companies, plus another location for the same company, so I spoke to 4 different people who said they do not steam clean headliners as it is a bad idea to put heat to them due to the glue. One of those businesses being Ziebarts, who Valvoline suggested. So if Valvoline would like to call around some more to find a place willing to clean it with the possibility it may get messed up even more and will need to be replaced anyways, even though it should be replaced before it starts to mold. Thanks for taken responsibility for the light, but it caused other issues that still need to be taken care of. 
  Sincerely,
  
  ******* ****

  Business Response

  Date: 04/17/2025

  Hello,
  We appreciate the guest for reaching back out to Valvoline. We’ll be happy to pass along the feedback to management regarding the headliner being unable to be steam-cleaned.  
  Please advise the guest that no further action can be taken via BBB regarding claims. If the guest requires further assistance, please contact our Customer Care team at ************, as all claim communication is through our Customer Care team only. 

  Customer Answer

  Date: 04/17/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  This is how I will communicate as I feel necessary, until I hear from upper management as requested. Since I was told on a recorded line rental car was above the local management's pay grade, and I was lied to about being able to steam clean my headliner. 
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:04/15/2025

  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.

  WORK WAS NOT PERFORMED ON 2 OF MY VEHICLES AS WAS PROMISED. VALVOLINE WAS SUPPOSED TO CHANGE OIL FILTERS AND INSTALL SYNTHETIC OIL THERE WAS NO NEW OIL FILTER INSTALLED ON EITHER VEHICLE BUT I WAS CHARGED ON BOTH TRUCKS AND FILTER WERE NOT CHANGED. NOW IM NOT SURE IF THEY EVEN CHANGED THE FILTERS THE LAST TIME BEFORE, THAT MEANS MY TRUCKS OIL FILTER COULD HAVE BETWEEN 10K AND 15K MILES ON THEM . WE TAKE GREAT CARE OF OUR VEHICLES AND KEEP THEM IN GREAT CONDITION FOR 10 TO 15 YEARS. NOW WE ARE WORRIED THAT THESE MOTORS WONT LAST AS LONG. SOMEONE NEEDS TO BE ACCOUNTABLE FOR ALL THE OIL CHANGES WITH NO NEW FILTERS GETTING DONE. THIS COMPANY IS RIPPING OFF ALOT OF CONSUMER'S TIME AND TIME AGAIN EVERYDAY.S

  Business Response

  Date: 04/15/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we’re certainly sorry to hear about any concerns the guest may have regarding previous services rendered. We were unable to locate a claim with the information provided, and to move forward, a claim will need to be started. The good thing about our centers is that we record all transactions, so our management team will be able to review the service(s) to determine what was/wasn’t done during the service(s). Please advise the guest to contact our Customer Care team at ************ and to have the vehicle VIN#’s or most recent invoices available. Our Customer Care team will then start a claim on behalf of the guest. 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.  

• Initial Complaint

  Date:04/15/2025

  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.

  On 4-2-24 my car was taken in for an oil change to valvoline at 9500 E State Rte 350 in Raytown Mo. While there, the service provider tore my air in a holes. After initially denying they were at fault I went to watch the video and show them where and when it happened and they seen they were at fault. I was told that they would order the part and fix it as well as get me a rental until the problem was resolved, but I have yetbeen able to get a rental and my vehicle is still not running after two weeks. They get an attitude when I call and ask when my car will be fixed and the manager at the business whose name is Lloyd gets mad when I tell him that I need transportation back-and-forth to work. He wants me to take an Uber to work, which will be way more expensive than a rental car. My job is a hour away from my home. I just want my car fixed and feel like I should be compensated in someway. I’ve had to miss two days of work because my coworker who I’ve been riding with since my car been down didn’t work those days. So now not only do I not have transportation. I’m also missing work and missing money. Every time I call I get no straight answer about getting my car going.

  Business Response

  Date: 04/15/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we’re certainly sorry to hear about any frustrations the guest has felt throughout the claim process. Our records indicate our management team did accept responsibility for the damage and ordered the part to repair the vehicle. The first part that was ordered was the incorrect part, so our management team had to return the incorrect part and order the correct part. Our management team is in the process of waiting for the correct part to be delivered. The guest contacted our Customer Care team today, 4/15/25, for an update, and an email was forwarded to our management team to contact the guest. Our management team has stated they will contact the guest once the part has been delivered.
  Please advise the guest that no further action can be taken via BBB regarding claims. If the guest requires further assistance, please contact our Customer Care team at ************, as all claim communication is through our Customer Care team only. 

• Initial Complaint

  Date:04/15/2025

  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 for a regular oil change at this location. I proceeded with getting a fuel system cleaning. During my experience I was told to rev the engine until the cleaning was done. Exactly 3 days later, engine light came on, I immediately took my vehicle to get a diagnostic to later find that my turbo charger is ruined and not accelerate over 60mph. The total to repair this was $5000 from GMC dealers and not having the money is why I was told to call customer service and tell them about my experience Nov 2024. Valvoline customer service said they didn’t have anything to do with my vehicle having this issue. I never had a problem before I had gotten my oil change. I still have the same problem now. Thank you.

  Business Response

  Date: 04/15/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we’re sorry to hear about any issues the guest has experienced with their vehicle. Our records show the fuel system cleaning was performed on 11/4/24, but the guest didn’t contact our Customer Care team until 4/9/25 to file a claim regarding issues with the vehicle’s turbo. This claim was then forwarded to our management team for review, and it was determined that after reviewing the video footage from the service, everything was performed correctly, the turbo was not touched during the service, and due to the time frame, our management team has denied the claim. We stand behind our management team's decision.
  Please advise the guest that no further action can be taken via BBB regarding claims. If the guest requires further assistance, please contact our Customer Care team at ************, as all claim communication is through our Customer Care team only. 

• Initial Complaint

  Date:04/14/2025

  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.

  On March 28th I had my vehicle serviced for an oil change at this location. On April the 9th while driving home from a team bonding meeting my car begin to jerk. I text my parents immediately. They advised me to make it home safely which was about 10 mins away. I did and then sent them a video of what was happening. The next day we called a mobile mechanic from the area that we trust to look at it since my parents are in Indy. He came and immediately said the car did not have oil in the car. He told me to call Valvoline right away something had to be done wrong. My mom called and made a claim and then the manager came out the next day. When he came out he said oh oil is at the safe level. It is unfortunate that your car is jerking and there is a sound sounds like the engine is going or a rod is messed up. He then checked for leak and poured oil in the car. He claims there was a leak and evidence of a previous leaking. None of this was told to me or noted on my invoice. Everything checks out fine on the invoice. There was no liabilities or signatures signed or requested on my part. Valvoline is the last company that touched my car. The manager then asked did I want him to check for misfires. My mom was on the phone and urged him to do the full inspection. It was evident he did not want to thoroughly inspect. When asked questions about the video? and other details his response was very rude and hasty WE WILL NOT BE FIXING YOUR CAR!!!! I don't believe do diligence was done in this inspection. I also feel as though my ******* ******** daughter was being scammed. I have video, and a statement from the other mechanic that advised to not drive it and call immediately.

  Business Response

  Date: 04/14/2025

  Our records indicate the guest started a claim with our upper management team through our Customer Care team. Management reviewed the claim and addressed the guest's concerns. Upon arrival for service, the vehicle's oil level was low. Due to these findings, the Service Center Manager denied the claim. Customer Care has sent the guest's information over to our Area Manager for further review. The Area Manager holds the final decision in our claims process. If they uphold the denial, no further action can be taken. If the guest has any questions about their claim in the meantime, our Customer Care team can be reached at *************

  Customer Answer

  Date: 04/14/2025

  
  Complaint: ********
  
  I am rejecting this response because I have not heard the final decision or spoken with the Area Manager. Additionally the store manager called today to look at the vehicle again to make sure he "put everything back correctly and to take pictures." This is after supposedly took pictures upon first inspection. I will continue with this claim as far as I can take it. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/15/2025

  Hello,
  We thank the guest for reaching back out to Valvoline, and we apologize for any frustrations the guest has felt throughout the claim process. The area manager did get back with our Customer Care team, and they agree with the service center manager's denial. Our area manager stated they gave the opportunity for further documentation to be presented by the guest's mechanic with their findings, but this has not happened. The area manager is not required to contact the guest back as the denial has already been communicated to the guest through the service center manager, and we stand behind our management team's denial. If the guest does have supporting documentation from their mechanic, they’re more than welcome to forward the documentation to our Customer Care team to be forwarded to our management team for further review.
  Please advise the guest that no further action can be taken via BBB regarding claims. If the guest requires further assistance, please contact our Customer Care team at ************* as all claim communication is through our Customer Care team only. 

  Customer Answer

  Date: 04/15/2025

  
  Complaint: ********
  
  I am rejecting this response because I do not have a written denial from the branch or area manager. The branch manager did not request a statement from the mechanic but I offered and he said it would not be needed. Additionally the branch manager tried to come back out and get pictures which he said he took on his previous visit and also said he needed to make sure he put everything  back correctly.  Does this not show negligence? He also offered to pick me up to watch a video that shows no proof.  I will be sending a formal demand letter and reaching out to corporate. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/11/2025

  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.

  Please see the attachment with every detail that relates to this issue. I’ve attached the invoice from Valvoline, ***** **** ******, and ****** **** ******* The attachment that says ‘BBB 4/11/2025’ is the one with all the details. To summarize: Valvoline caused a major mechanical issue and has completely ignored my attempts at resolve. I’m seeking reimbursement for the cost of the mechanic from 2/17/2025.

  Business Response

  Date: 04/11/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we’re certainly sorry to hear about any issues the guest has experienced with the vehicle. Our records show the guest contacted our Customer Care team to file a claim, and this claim was then forwarded to our management team to start an investigation. After reviewing the service, our management team determined that the oil filter housing was damaged upon arrival, and this information was also relayed to the guest’s boyfriend during service. Our management team has denied the claim – Our management team holds the final decisions on claim outcomes, and we stand behind our management team’s decision.
  Please advise the guest that no further action can be taken via BBB regarding claims. If the guest requires further assistance, please contact our Customer Care team at ************, as all claim communication is through our Customer Care team only.