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:04/10/2025

  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.

  In October went to Reseda Valvoline and had tire rotated my tires. I recently had a bubble in one of the tires that was explained that i need to get fixed because it was dangerous. At pep boys they could not get a lug nuts off one of the tires. I called Valvoline and they said they would take of care of the expense because that is the type of company they are. I had Valvoline proceed and five lug nuts were damaged.
  
  REAR HUB ASSEMBLY
  PO# ******** PASSENGER REAR TIRE LUG
  STUDS AND LUG NUTS WERE CROSS THREATED
  UPON ARRIVAL. CUSTOMER HAD A ROTATION
  DONE AT A DIFFERENT PLACE. WHEN REMOVING
  LUG NUTS, TWO STUDS BROKE OFF. THE
  REMAINING THREE STUDS ARE DAMAGED TO
  THE POINT WHERE WE WEREN'T ABLE TO PUT
  LUG NUTS BACK A THIRD WAY IN AND WILL
  HAVE THE SAME ISSUE AT HER NEXT VISIT .
  ORIGINAL PRICING ON TIRES AND ALIGNMENT
  INCLUDING TAXES IS $371.99 UPDATED PRICE
  IS $1135.60 INCLUDING TAXES/ $763.61 IS THE
  ADDED COST INCLUDING TAXES FOR THE
  WHEE L HUB REPLACEMENT CUSTOMER WAS
  INFORMED THAT IT WAS MORE COST EFFICIENT
  TO REPLACE THE WHEEL HUB ASSEMBLY THEN
  REPLACING EACH LUG STUD AT A TIME, SINCE
  ALL FIVE OF THE STUDS WERE DAMAGED.
  TOTAL COST ON LABOR FOR ALL FIVE STUD
  REPLACEMENT IS 3.60 HOURS AT A LABOR
  RATE OF $174.00 PER HOUR NOT INCLUDING
  MATERIAL.
  
  It was cheaper to do it the other way and they agreed to pay for the lug-nuts. 5 lug nuts would have been over 1000.
  Then when the area manager got the bill she declined and said she was going to call pep boys. Never called. I called back and they said the bill will taken care of and they never called pep boys. I call again and she said now she will only pay 300.00 I tried to explain to her the issue and it was cheaper than replacing all five that were damaged. I kept trying to get her to understand. If I would not have gone to Valvoline I would not have had to pay for 700.00 damages to lug-nuts She refused to call pep-boys so they can explain the details. I am trying to avoid the inconvenience of court but will.

  Business Response

  Date: 04/10/2025

  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:04/10/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  03/21/2025 - Valvoline Instant Oil Change performed an oil change on my 2005 Subaru Baja.
  03/23/2025 - My car broke down on the side of the highway. Upon examination, there was a large pool of oil under the car and the engine would not start. The car was then towed to a safe location.
  
  The Valvoline service manager came and inspected the vehicle and the decision was made to have the vehicle towed to a third party mechanic. The mechanic stated that the oil change was not the cause of this issue but the mechanic did not explore the actual issue of the engine. An overfill of oil would cause the issues that my vehicle has. The excess oil would cause a buildup of pressure which would cause a gasket or seal to fail which would flood the engine with oil and cause an engine failure. This would explain the large amount of oil that leaked and where it leaked from. When the oil was drained, the amount measured still in my engine was 4.2 quarts of oil. This shows that there was too much oil in my engine because with that significant of a leak, there should have been less than the max amount of oil suggested for my car. Valvoline caused the damage to my engine by overfilling my oil.

  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 mechanic that inspected the vehicle stated a gasket failed somewhere in the intake side. The issue was not due to the vehicle being over filled. Out of a courtesy to the guest, we covered the bill on the tow as well as the diagnostic of the vehicle.  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 *************

• 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.

  On 2/12/25 I got my Chevy Trax a oil change at Valvoline. Approx. 25 min. into the oil change the Asst. store mgr. spoke to me about why it was taking so long. She said they couldn't get the plug back in after draining the oil and that it appeared to be stripped and that I should go somewhere else to look into it at some point but that it wasn't bad, she also said they were waiting on getting a new plug to be able to put the new oil in. The entire process took between 90 and 120 minutes. And she assured me they took care of the problem. A week later my oil change light came on my dashboard so I went back to Vavoline with my receipt questioning what is going on with my vehicle since in their care. A young man then told me I have oil and all is fine, that I must have a vehicle that needs to be manually reset every time I get a oil change. This is not true, I've had several oil changes done on this vehicle and have never had to do that and explained that to him, but he insisted everything was ok. 3 weeks later I happened to park in my driveway instead of my garage this is when I discovered I was in fact leaking oil since my visit to Vavoline. I then went to Firestone to look into the problem and that is when I learned that the pan hole was stripped, there wasn't a plug in it and the internal sheath was taken out of the pan. The Firestone employee explained to me that if this was preexisting damage before Valvoline did work that Valvoline would have saw the oil leak immediately and should have told me before going forward. The damage was done by the Vavoline employee, either they accidentally turned the plug the wrong direction when taking it out causing it to be stripped or over turned it when putting the plug back in causing it to be damaged and the pan hole stripped. I have filed a claim with Valvoline, they are choosing to not take responsibility for this. I absolutely expect them to pay for the damage they did that costed me $848.34
  Sincerely,
  ***** *******

  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 oil pan was damaged and the notes stated the pan saver was used and missing when the guest came in. We noticed the pan threads were damaged when she was in for service and we informed the guest that we used a pan saver in her car and she will need to get it fixed.  Furthermore, the guest did not contact us prior to getting the vehicle fixed. 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." 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 *************

  Customer Answer

  Date: 04/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they are lying. They didn't tell me before working on my vehicle that there was damage,  which if it were true that there was damage before they touched my vehicle they would have saw the leak and should have told me. but they didn't because there wasn't any damage until they touched my vehicle. And they didn't tell me they used a different kind of plug, they told me the wait was them going to get me a new plug. And it was their employee that told me to go elsewhere to get the pan looked at now they are saying that because I did that instead of going to them they won't pay for they damage that their employee caused. Worst company I've ever dealt with!
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 04/11/2025

  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. Per the previous response, the claim is still denied, 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:04/09/2025

  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 7, 2025, I brought my vehicle in for routine service at a Valvoline Instant Oil Change location. The service, which was expected to be quick and professional, ultimately resulted in serious mechanical damage to my car. Specifically, the transmission hose in the radiator began leaking shortly after the service, leading to a dangerous loss of transmission fluid and damage to the radiator itself. This issue has resulted in a repair bill exceeding $1,600, which I have been forced to cover.
  Key Facts:
  Date of Service: March 7, 2025
  Service Location: Valvoline Instant Oil Change
  Service Provided: Oil change and transmission service
  Time Taken: Over 2 hours, unusually long for this type of service
  Observed Issue: Transmission fluid leak noticed immediately after service, confirmed visually by me and my girlfriend when seated in the car
  Resulting Damage:
  Leaking transmission hose in radiator
  Loss of transmission fluid
  Radiator damage
  Risk of further transmission damage due to low fluid levels
  The service technicians at Valvoline did not disclose any problems during or after the service. However, the extended time spent on the vehicle (over 2 hours) strongly suggests that something went wrong during the procedure—something that was either improperly handled or actively concealed.
  After we noticed the transmission fluid leak ourselves, the issue was professionally inspected, and it was confirmed that the damage originated from improper handling during the transmission service. Running the vehicle without adequate transmission fluid caused the radiator to fail and posed serious risk to the overall transmission system. The direct result of your service is significant mechanical damage, and the cost of repairs is over ten times the value of the refunded service. Simply refunding the original service charge does not absolve your responsibility for the damage caused by your technicians' actions or negligence.
  
  1567 (Repair) + 180 (Transmission service)

  Business Response

  Date: 04/09/2025

  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 two reasons - the service was done through the bottom cooler line of the transmission not the top cooler line where the dealership stated the leak was coming from. The second being the fact that the repairs that were done, 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." 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.

• Initial Complaint

  Date:04/09/2025

  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 to Valvoline for an oil change and 4 days later my car shut off and no longer cranked. I filed a claim and the claim was denied. They said my car was leaking oil when it came in but it wasn't put in thr notes section of my reciept and neither was I informed of this. (Bc it was not true) During the claim investigation corporate looked into the files and this was not the case. They also didn't send me any pictures, Videos or assesment on what they claimed was wrong with my vehicle. They also didn't pick it up they looked at it in a car lot I pushed it to after it cut off. When they called to inform me of the denial it was not on the recorded line which is also not apart of the policy. I feel like the whole process was unprofessional and I am not happy with the resolution. I am now without a vehicle because of it.

  Business Response

  Date: 04/09/2025

  Hello,
  We thank the guest for
  reaching out to Valvoline, and we apologize for any issues the guest has experienced
  with their vehicle. Our records show the guest started a claim with our
  Customer Care team regarding the vehicle shutting off, and the claim was then
  sent to our management team at the location to begin an investigation. Our
  management team inspected the vehicle, and both the oil filter and drain plug
  were tight and dry (those are the only 2 things we touch during the oil
  change). Upon inspection, our management team ran the codes on the vehicle and
  saw the oil cooler line had ruptured, determining that the issues the guest is experiencing
  are not related to the oil change. Our management team has denied the claim,
  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. 

  Customer Answer

  Date: 04/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Valvoline claimed that my car was leaking oil when I brought it in but did not inform me or put it in the notes on my reciept. Valvoline did not send me documentation about the denial and neither did they call me on a recorded line. Policies were not followed. I also have more damage done to my vehicle after the fact. In noway was my oil change done correctly to leak out 6 quarts of gas in 4 days. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 04/11/2025

  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. Our Customer Care team has sent a
  request to the area manager to send out a denial letter to the guest, and that
  request is still being processed.
  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: 04/11/2025

  
  
  Complaint: ********
   
  
  I am rejecting this response because: I would like for Valvoline to attach pictures and video evidence that my car was leaking when I brought it in as they stated. It should be easy because they told me they took pictures and watched video during their investigation. I would also like to know why they would not inform me and put in the notes on my reciept if this was the case. I would also like to know what the code was for a busted oil cooler line. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:04/09/2025

  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 April 2nd, 2025, I received an oil change from Valvoline Instant Oil Change at the First Capitol location in Saint Charles, MO. Immediately afterwards (1-2 minutes after starting my vehicle to exit the Valvoline Garage), my vehicle broke down and it was discovered by two separate and reputable mechanics—one being a certified GMC dealership—that no oil had been added to my vehicle during the service. This resulted in catastrophic engine damage and rendered the vehicle damaged beyond repair.
  
  I submitted a claim through Valvoline's process with full supporting documentation, including written assessments from both mechanics. Despite follow-up phone calls and emails, I was told that my claim had not yet been reviewed by a manager as of April 8th. Additionally, the store manager at this location, ******, was extremely rude and unprofessional, and he falsely mischaracterized me to my father, who was simply trying to assist with resolving the issue—this added unnecessary emotional stress to an already serious financial problem.
  
  As of now, I am without a working vehicle, facing significant out-of-pocket expenses, and I have received no resolution or meaningful communication from Valvoline.

  Business Response

  Date: 04/09/2025

  Hello,
  We thank the guest for
  reaching out to Valvoline, and we apologize for any issues the guest has experienced
  with their vehicle. Our records indicate the guest filed a claim regarding the CEL
  light coming on after service. The guest advised that the vehicle was taken to *******
  for an inspection after the service, and ******* advised that there was no oil
  in the vehicle. The claim was then sent to our management team at the store location
  to begin their investigation. After reviewing the video footage from the
  service, our management team saw that oil was added to the vehicle, and the oil
  level on the dipstick was shown to the guest before they left. Our management
  team contacted the guest and advised the guest of our findings and offered for
  the guest to come and view the video footage from the service to confirm
  everything was performed correctly, but the guest declined our offer. Per our
  management team, the claim has been denied, 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:04/09/2025

  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 to get an oil change done and they recommended I replace my battery as well. I decided to move forward and get the battery replaced and when installing my battery they didn’t somehow missed up my electrical system in the car reset the programming on the car. My car radio won’t work, gps, and other features. I asked for help and they said Levi the manager was going to call to have a look. I have not gotten one email or call from them after this issue.

  Business Response

  Date: 04/09/2025

  We thank the guest for reaching out to Valvoline, and we’re certainly sorry to hear about any issues the guest is experiencing with their vehicle. With that said, we do NOT have a claim in our system with the guests name. The guest will need to contact our Customer Care team to discuss this further, or revisit the location for further assistance. No action can be taken via BBB. Please reach out to our Customer Care team at ************* 

  Customer Answer

  Date: 04/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This is false! Your employee and manager didn’t properly file a claim with the info provided. You can check the cameras and see I came back to the shop the same day to ask what was going on with my car after the battery was replaced. I was verbally told Levi was going to follow up with this and help get this resolved. I won’t be contacting customer service for your mistake 
  
  
  
  Sincerely,
  
  
  
  **** *

  Business Response

  Date: 04/11/2025

  Hello,
  We thank the guest for reaching back out to Valvoline, and we apologize for any frustrations the guest has felt. We can confirm 100% that a claim has NOT been filed with our Customer Care team. To file a claim, the guest must contact our Customer Care team at ************ to begin the claim process. We are unable to assist with filing a claim, claim outcomes, or claim communication via BBB, as all claim communication is done through our Customer Care team.
  Please advise the guest that no further action can be taken via BBB regarding claims. 

• Initial Complaint

  Date:04/08/2025

  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.

  Took a car to valvoline for an oil change, 24 hours later, the whole engine needs replaced. All the oil leaked out of it and they refuse to take accountability. They didn’t even offer to reimburse us for the amount of the oil change and now we have to get a whole new engine for the car because we drove it on no oil. They denied our claim almost immediately

  Business Response

  Date: 04/08/2025

  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 their vehicle. With the information provided, we were unable to locate a
  claim filed with our Customer Care team, and for further assistance, the guest
  is required to file a claim. Please advise the guest that no further action can
  be taken via BBB regarding claims, as all claim communications are through our
  Customer Care team, and to contact our Customer Care team at ************ for
  further assistance.    

  Customer Answer

  Date: 04/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: customer claim is ********** * It is no coincidence that we brought the car in for an oil change and now are dealing with an oil change related issue. Not saying it was on purpose, accidents happen as we are human, however, when an accident happens costing innocent people thousands of dollars worth of repairs, the company responsible for the damage should be responsible for the repairs. It is only ethical to handle it this way. We were not even offered an apology or reimbursement for the oil change, let alone an offer to repair the damage. The company is not taking accountability for their mistakes and is hurting people who are already struggling as it is, without remorse.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 04/11/2025

  Hello,
  We thank the guest for
  reaching back out to Valvoline and providing the correct claim information. Our
  records indicate the guest filed a claim regarding issues with the vehicle, and
  this claim was then forwarded to our management team for review. Our management
  team reviewed the video footage from the service, which showed the service was performed
  correctly. Our assistant management also went and inspected the vehicle by checking
  the drain plug and oil filter, and both were tight and dry. Per our management team's
  investigation, it was determined that the issues the guest is experiencing are
  not related to the oil change, and the claim has been denied. The guest can
  take the vehicle to a dealership or a certified mechanic for a diagnostic, and
  if the results show the issues are, in fact, from the oil change, the guest can
  then forward over the supporting documentation to our Customer Care team to be
  forwarded to our management team for 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. 

• Initial Complaint

  Date:04/08/2025

  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 purchased a new battery from Valvoline while getting my oil changed in November 2023 and it came with a 3 year warranty. Fast forward to a few months ago ago in 2025 my battery died and I had to jump my battery more than once. My brother is a diesel mechanic and ran a diagnostic on my car. No codes showed and the batter voltage was at a 7 (should be at a 12). The next morning I went into Valvoline where I had purchased my battery and asked for them to replace it since its still under warranty. They tested the battery and of course it shows a healthy reading because i had to jump my battery and it's been charging the entire drive to their shop. Since it shows it was healthy they would not give me a new battery. The tech named, ******* told me to bring in the battery in a different car if it dies again. It has died on me in the past few weeks and today it died again, so I took my husband's truck in with my dead battery. Another tech tested the battery and showed us that it in fact was a bad and dead battery. The manager, *** told me I needed to bring the battery in my car to abide by the warranty. I bring my car back with the battery in after jumping it and they test it again and it reads healthy again and the manager has left and isn't answering his phone. The tech, ******* tells me he can't replace a healthy battery even though he knows it just read dead and unhealthy. I did everything they said and they had me leave with a bad battery once again even after they told me what to do and I followed everything they told me to in order to get a new battery under warranty since it tested dead today. The worst customer service ever and not standing behind their warranty.

  Business Response

  Date: 04/08/2025

  Hello,
  We thank the guest for
  reaching out to Valvoline, and we’re certainly sorry to hear about any issues
  the guest has encountered regarding the battery replacement/warranty. With the
  information provided, we were unable to locate a claim filed with our Customer
  Care team, and to move forward, the guest must file a claim to be forwarded to
  management for review. Please advise the guest that no further action can be ta***
  via BBB regarding claims, as all claim communications are through our Customer
  Care team. Please advise the guest to contact our Customer Care team at
  ************, and one of our agents will be happy to help. 

  Customer Answer

  Date: 04/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: no one at Valvoline including the manager told me I needed to file a claim. I even let the tech, ******* know I would be contacting the BBB. I will be contacting the number you provided and making a claim. Hopefully this can be resolved morally and amicably.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 04/11/2025

  Hello,
  We thank the guest for
  reaching back out to Valvoline, and we’re sorry to hear no one informed the
  guest about filing a claim. Advise the guest to follow the steps provided, and
  our Customer Care team will be happy to help. 

• Initial Complaint

  Date:04/07/2025

  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 visited this location between 4:30-5pm EST on Friday, April 4, 2025, inquiring about an oil change and getting my AC recharged. I waited about 10-15 mins before I was told my AC compressor was broken and recharging it wouldn’t do any good because the Freon line was also broken. So I informed them I didn’t need an oil change either, as it wasn’t necessary, just a “two birds with one stone” kind of deal. No big deal, I went about my way. I hit I75S and reached the end of the exit before my hood flew up and completely destroyed my windshield, terrifying me in the process. I am over five hours from home, and now I’m stuck having to pay for a new windshield and hood due to the negligence of whomever popped my hood and failed to latch it properly. I also had my one year old son in the car with me. This could’ve been much worse than it was! But I still think they should be held accountable. What was supposed to be a simple trip from Cincinnati to Atlanta and back to pick up my other child (appx. $200 trip), has now turned into me paying for a windshield, hood, and hotel room costs (appx. $1000!), on top of my PTSD being triggered due to a previous car accident. This could have been avoided had the hood been checked prior to me leaving Valvoline.

  Business Response

  Date: 04/07/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Our records indicate the management team has not had a chance to investigate the guest's issue yet. The claim was submitted after 10pm on Friday night, it typically takes up to 2 full business days before upper management is able to reach out to the guest. That said, this guests claim is still pending and under investigation, which means we will not disclose the information of the pending claim here. 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.