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:04/16/2025

  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 Saturday April 12, 2025 I took my car to Valvoline to get an oil change and everything was fine until 4-5 guys were in front of my car not saying anything… The manager came up to my car just saying there was bad news and that my car needed to be towed and I couldn’t start my car because a plug was stripped out of my oil pan and there was nothing they could do…. We had to pay $440.20 for the replacement at ****** and this wasn’t my fault mind you my car is a 2022 ****** ***** and I had to call my insurance to get a tow

  Business Response

  Date: 04/17/2025

  We are sorry to hear that this guest experienced an issue with their vehicle after service. A claim is needed in order to further address these concerns. We do not have any record of a claim associated with the name and information provided. Please contact our Customer Care team at ************ to start the claims process and receive further guidance.

• Initial Complaint

  Date:04/16/2025

  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 paid for an oil change from them on March 8th. My vehicle was at 65,000 miles at the time. My next one (according to their sticker receipt) wasn't due until June. My engine went out on me on April 12th because I completely ran out of oil and my milage is only at a little over 66,000 which means there's no way possible I drove out all of my oil. If they put enough oil to last me until June. So I paid for a service that wasn't done right and now it has cost me my vehicle. I still owe $13k on it and I can't drive it anymore. So I need to be compensated for my troubles either thru my vehicle being fully paid off or repairs.

  Business Response

  Date: 04/18/2025

  We are sorry to hear that this guest experienced an issue with their vehicle after service. A claim is needed in order to further address these concerns. We do not have any record of a claim associated with the name and information provided. Please contact our Customer Care team at ************ to start the claims process and receive further guidance
  
  

• 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.

  Redlands valvoline replaced the aftermarket/ broken part San Bernardino Valvoline put on nov 27 2024
  Redlands Valvoline didn’t get the proper skid plate so it was hanging AGAIN
  They fixed it twice and still hanging they came to my location to remove the wrong/broken skid plate that was hanging.
  Had to come to Valvoline January 16, 2025 so they can take inventory of what they broke under the car so they can order those pieces with the proper skid plate.
  My gas and time have been wasted tremendously through this entire process with Valvoline. Although they are “helping” it’s been like pulling teeth to get this sorted out. The first time at San Bernardino Valvoline they used wrong/after market parts which led me through this long ordeal with trying to get the proper skid plate and for it to stay up having to drive multiple days with it dragging on the ground.
  
  
  Picking up my car and called Valvoline let them know about wanting to go straight to the dealership
  Called Valvoline to tell them I’ll take it to Volkswagen get it fixed and give them the invoice and they asked me to bring it there for the repair after I order the part so they don’t have to pay for the labor I said no
  Called corporate 03/20/25
  Going to call and start a legal case due to the Valvoline negligence
  It is April 13, 2025 and they have not tried to fix my skid plate or offered any more help so I have had to call around and look for my skin plate. They are not attempting to find my car skid plate anywhere or pay for it I called Volkswagen dealership got a quote for the skid plate . I am waiting for Valvoline to tell me they are gonna pay for it. They never tried contacting me or trying to help at all. I have wasted so much time and missed work due to this issue. My car has been exposed to all of the elements if something starts rusting or becomes damaged under my car due to the negligence of Valvoline.

  Business Response

  Date: 04/17/2025

  Our records indicate the guest has had two claims with us that have been addressed by our management team. If the guest is still having issues with the vehicle, our Customer Care team would be happy to help review their claim with our management team. Customer Care can be reached at ************

• 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. 

• 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.

  I have taken my car out to this shop for just a oil change. They have broke my filter and my car continue to lose oil and they broke the Container that keeps my anti-freeze. They have cause my car to not run correctly and I continue to have the same issues . I have went to this shop several times and they continue to break stuff on my car. I want Valvoline to replace my 2017 Buick. I have to put oil this car everyday .

  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. Unfortunately, we were unable to
  locate a claim filed with our Customer Care team, 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
  help.
  Please note that all
  claim communication is through our Customer Care team, and no further action
  can be taken via BBB regarding claims. 

• Initial Complaint

  Date:04/10/2025

  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.

  **** the manager changed my oil and grease in the rear end on my pickup. He stripped out the threads in the oil pan where the drain plug is causing it not to seal and leak oil. Also the rear end was leaking fluid too after he changed it. I contacted him and he said that it wasn’t his fault that someone else did it, that he wasn’t going to fix and replace the damage that he did. His name is on the invoice as the person that did it, and on the the invoice it was marked that the oil pan gasket and drain plug was checked ok. Something needs to be done about this faulty service he did and he needs to make it right and stand behind the service that they are suppose to prove to their customers. He needs to replace the damaged oil pan and freakin plug that he caused, and not treat his customer this way.

  Business Response

  Date: 04/10/2025

  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 drain plug is considered a wear and tear item. It was notated on the guests October invoice with us that the drain plug was weak. Valvoline did everything to Ford's specifications during the recent service, without any error. The guest was notified of the claim denial verbally on a recorded line 4/09/25. Our management team holds the final decision in the claims process and we back their denial. 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 *************