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:04/07/2025

  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.

  Hello,
  I have been a loyal customer at the same Valvoline location for the past 3-4 years, consistently enjoying exceptional service without any issues. Unfortunately, my recent visit was a little derailed form my past experience. During my oil change, I was advised to have my tires rotated. I provided a pristine lock key for my wheels, but after some hustle and bustle, I was handed back a damaged lock key. I was shocked and have a picture of it if needed. I was then instructed to replace all the lock nuts at a tire shop.
  Could you please reassess the situation and fix the lock nuts on my car? and also, I am concerned about the safety concern of myself because I think today the tire starting to get little wobbly when I was driving on the highway. I truly appreciate the excellent customer service you have provided over the years and wish to continue using Valvoline for all my car service needs.
  Thank you.
  *****

  Business Response

  Date: 04/07/2025

  We are sorry for the frustration felt by the guest. With that said, we do NOT have a claim in our system with the guests name. In order for us to properly investigate, we will need a claim started by calling our Customer Care team at ************* We will be closing this BBB claim, in order for the proper claim to be made and investigated. No further action will be made on this BBB complaint. Again, please reach out to our Customer Care team.

  Customer Answer

  Date: 04/07/2025

  
  
  Complaint: ********

  
  I am rejecting this response because I contacted the deputy manager at this location, and she did not instruct me to file a claim. It is her responsibility to guide me towards the appropriate resolution. While I will proceed with filing the claim, I request that you do not close this BBB complaint. The BBB advocates for innocent customers like us, and I commend the BBB for their support.
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 04/07/2025

  While we empathize with this guest, as previously stated we do not have a claim in our system for this guest. If the guest would like to start a 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. This BBB is closed. 

  Customer Answer

  Date: 04/07/2025

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

  here is the claim number: *********

  I want this case to be remain opened for now such that I can share my experience: like these 1115 customer shared their experience in last 3 years.

   

  Valvoline Customer Complaints Summary
  1,115 total complaints in the last 3 years.
  553 complaints closed in the last 12 months.

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

• 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.

  Oil change was done at Valvoline on Feb 18th , 2025 at 9012 hwy A1A, Palm Beach Gardens, Fl 33403
  Engine seized on Feb on 22nd, While driving engine shut off automatically , glided to side of the road, car computed stated to park and restart engine. Car started but it did not run, a loud knocking sound. I had to have the car towed to Delray Kia , they gave a diagnosis to the problem and stated that the oil filter housing installed was installed incorrectly during oil change, causing all the oil to leak out which created the engine to seize.
  Reported this to Valvoline , they refuse to take responsibility or pay for any of the problem. Which has created me to having no car. Kia tried speaking to a Manager that was on duty and they were given a number to call. I tried calling Valvoline corp, I opened a claim # with them ********* and received a call from Valvoline 3 day or 4 days later, they said they would not pay for anything that they were no liable. I have a written statement from Kia what the problem is and the receipt from Valvoline from the oil change that they did.

  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 reviewed the services you received during your visit and denied your claim. This denial is due to the fact that the vehicle not being brought to the dealership until the 24th, however the guest states that the vehicle was broken down on the 19th. The denial is also due to the DVR footage showing the filter torqued to specifications properly. It was sealed properly with no leaks. 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 ************. Please be advised no action via BBB. 

  Customer Answer

  Date: 04/07/2025

  
  
  Complaint: ********
   
  
  I am rejecting this response because: The car stopped working two days later from the day the oil change was performed. The reason it was not towed  immediately because I was away on business and I left it because I had to be there with a tow. If you look at the car computer it will show that the vehicle  was not moved from the day the car shut down. How do I know the torque was not properly put in or was not a faulty product that was put in my car? Kia knows the minute there is an issue with the car and I am notified of anything, there were no issues until after I received the Oil change. all lights went on the day the car stalled on Thursday February 20th, two days after the oil change was completed.  The car was running fine until I went to Valvoline for an Oil change.
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 04/07/2025

  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: 04/08/2025

  
  
  Complaint: ********
   
  
  I am rejecting this response because: Shame on Valvoline for not owning up to what they as a business have done. How many other cars have they not fixed properly and have not taken ownership of their error. Two days after they fix a car and it breaks down, shame on them as a business. But unfortunately, they do not care about the consumer who keeps them in business. Unfortunately, the small guys get hurt by their incapable work. 

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

• Initial Complaint

  Date:04/03/2025

  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.

  Pulled into their business for oil change they had problems taking oil filter cup off 2 men pushing pulling twisting until it shook the jeep and bam broke off . They showed me the filter cup told me they don’t have one to replace but I could get one one at auto zone . I asked will I make it to Maryland they said yes just get it replaced . So I took it to Jeep dealership only to get told 1,700 that when I freaked and call Valvoline to start a claim they called ****** he said No No only filter cup not housing . So I agreed to take to my mechanic manny and sons . 843.08 with labor . I had the. Work done . 2 places said that the housing was broken by the filter cup being forced off . Threading area not where oil would pour out but the crack could continue I’m assuming. Then my engine would have issues so should I have been driving back to Maryland with broken filter cup being forced. I just learned these people at Valvoline are not mechanic’s . I originally said I would eat labor I had other stuff done since I was without my jeep . So they needed to pay 525 they declined my claim we fought so now I want the full amount . 843.08 . I will find a lawyer if they can’t get this done .

  Business Response

  Date: 04/03/2025

  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 top of the filter cap was bent due to a stripped socket. We confirmed this with the customer prior to service. The damage occurred during her previous oil change, which was not with Valvoline. 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 ************. Please be advised, no action can be taken via BBB.

  Customer Answer

  Date: 04/03/2025

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

  Business Response

  Date: 04/03/2025

  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: 04/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  so small claims court is the next step the smaller guy tried first to get filter cup off then ****** . After  they broke it off they told myself and my passenger they broke the filter cup. Now they saying prior ? Small claims in oveido Florida correct ? 
  
  
  
  ****** ********

• Initial Complaint

  Date:04/01/2025

  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.

  Upon arriving for the initial oil change i had called about before arrival. After the staff drove my car into valvoline bay we sat in the waiting room while the work was performed. During this time ****** approached us. As the techs were working on my vehicle a young man came in and mentioned my cabin air filter needed switched the cost etc. I went ahead and agreed although I had just done that within the year. He again approached with the engine air filter. I 1st said no then went ahead and allowed him to change it. At this point I initially went for an oil change only. Upon time to pay and collect I asked if they wanted my information (name, address, phone number) where I was told no. (Incorrect info on file)After the car was finished we got into the vehicle, where I did express how cool it was the way the bay was set up. I paid and got the receipt and exited the bay in which my husband drove out. The following morning when attempting to use my heat my car began making a humming sound that it had never done prior. I immediately called and spoke with someone in customer service. Was informed to bring it back where ***** took a look at it and they attempted to say sometimes this just happens or could be something sitting on the blower motor but where he was able to reach he didn't feel anything. I again made a call to customer service to report. The call center called back with manager ****** on the line where she was extremely rude, refused to listen to issue and denied any fault, all while the call rep was waiting on the call and it was recorded. I refused to go back and forth with her and asked for a district manager or supervisor to contact me. I have my car services frequently at a shop and they can vouch the vehicle was fine with no noise prior to any work performed by Valvoline. I never received a call back and I called again to follow up, I was informed they are denying any claims and refusing to have anyone contact me. I paid $145.09. On 3/23/25 @3:49pm

  Business Response

  Date: 04/01/2025

  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 management let the guest know it was not our error. With that said, the guest is welcome to have the vehicle looked at by a mechanic and if an error is found have the mechanic put that in writing and/or contact our Customer Care team at ************. DO NOT have any work done before contacting our Customer Care team - on the back 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." Again, we want to advise this guest no action can be taken via the BBB. Our Customer Care team will be happy to assist.

  Customer Answer

  Date: 04/02/2025

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

  The company was negligent in more than one aspect. The management team denied a claim or any attempts to fix the issue prior to even assessing the issue. 

  Furthermore, the response from Valvoline to take the car to a mechanic shop for evaluation costs a service fee for assessing as they were not the original person to cause the damage putting me out even more money when a simple cleaning of the blower motor area in the section where they removed the cabin air filter would fix the whole issue. Please note I will be filing a complaint with the **** ******** ******** office as well on this company as they have been negligent repeatedly and continue to deny the damage they caused. 

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

  Business Response

  Date: 04/02/2025

  While we empathize with the guest's situation, as previously stated, our management team holds the final decision in the claims process. An option was given to the guest to have the vehicle assessed by a mechanic and that if we were found at fault we would investigate further. The guest has denied this option; therefore, we stand behind the decision to deny this claim. The claim remains closed, and no further action will be taken.

  Customer Answer

  Date: 04/02/2025

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

  The company has made no attempt to remedy the situation without costing me more money oit of pocket with the request to have it serviced/checked by another company that I should not be responsible for as I was not at fault the company Valvoline was negligent and at fault. A simple way to resolve would be to have my vehicle checked my an experienced technician at a shop in the area to correct the issue.

  It was reported and documented immediately.  The calls made in attempts to remediate were recorded which clearly show the communication with the "management" was very unprofessional and of no assistance, with rude and disrespectful converaation to myself resulting in me requesting a supervisor call back which also never occured. This company neglects the consumer. I do not recommend this company. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:04/01/2025

  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 brought my 2002 BMW X5 to Valvoline Instant Oil Change at 300 7th St, San Francisco, for a routine oil change. Shortly after, my vehicle began experiencing serious mechanical issues related to oil pressure and engine performance.
  
  I had driven from Southern California with my family for a PhD interview at the University of the Pacific. The car ran smoothly the entire trip. A pre-purchase inspection two months prior confirmed the vehicle was in good working condition, with only a future tire replacement recommended — no engine concerns.
  
  On the morning of my interview, the check engine light came on, so I brought it to Valvoline due to its proximity. I was told the oil was changed with no further issues, and I completed my return home with no immediate warning signs.
  
  The following week, during my first drive since returning, a critical low oil pressure warning appeared. I immediately shut off the engine and had it towed to my local mechanic, who noted possible damage from improper oil service. I then had it towed to a certified BMW technician, where it remains under evaluation.
  
  The Valvoline service receipt clearly shows that critical items were not checked, including:
  
  • Lubrication points: Not checked
  • Oil drain plug & gasket: Not checked
  • Oil evacuation method used (not a standard drain)
  
  After a group phone call with the location manager and a Valvoline customer care representative, this matter will not be resolved without further escalating it. I’ve followed all claim procedures and provided access to the vehicle for inspection, but I have yet to receive a resolution or reimbursement.
  
  As a Veteran, student, father, and full-time worker, this issue has severely impacted my daily life. I’m seeking a fair and timely resolution, including reimbursement for potential repair costs and formal acknowledgment of improper service performed at this location.

  Business Response

  Date: 04/01/2025

  We are in receipt of this guest's 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 our Customer Care team was on a conference call with both Store Management as well as ***** Auto Repair. ***** technician let us know the code was related to the cam shaft timing being out and two knock sensors. The affected sections have nothing to do with an Oil Change. Furthermore, our DVR was viewed and service for the vehicle in question was completed properly without error. This denial was communicated on a recorded line with the guest on 3/29/25. 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 ************. No action can be taken via BBB.

• Initial Complaint

  Date:03/31/2025

  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 Valvoline on North High St In Columbus broke my car. It barely made it home and had to be towed the next day to a repair shop. Upon inspection they had removed the air filter and installed it in backwards after asking if I wanted it replaced. With installing it backwards dirt was sucked into the MAF sensor causing its failure. Also the new oil filter was leaking and drain plug on finger tight. They have refused to contact me and pay for the very expensive bill. The regional supervisor has not made contact in over a week since I filed the claim with them. the repair and towing exceed $1500
  *********************************************************************************************************************************************************************************************

  Business Response

  Date: 03/31/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Our records indicate that our Area Manager was able to speak to the guest today and remedy the claim. We have taken responsibility for the Mass Air Flow sensor, tow, and will reimburse the guest for their oil change. Currently the claim is pending, but will soon be updated as the rest of the information is gathered. 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. Thank you.

• Initial Complaint

  Date:03/29/2025

  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 took my 2012 Toyota vehicle in for a routine oil change on December 3,2024. In January 2015 I noticed a loss of power in the engine and the vehicle was missing and making a horrible noise. I had only driven it for about 375 miles. I had to have it towed to a mechanic. After the mechanic over looked the problem, he found parts of metal in the oil, which was caused when Valvoline changed the oil and didn’t put the filter on correctly causing metal shavings to go through the engine. After the mechanics repair, I was told that it was repaired but because of that damage to the motor, he couldn’t quarantine how long it would last before it may break down again. I drove the vehicle 2 weeks and it was broken down. I contacted Valvoline on 2-4-25 and explained that the engine was not working due to the oil change. Again on 2-17, and 2-24 and 3-11 and 3-12 and 3-13 and 3-14 and 3-17 and 3-20 and 3-21 and 3-28 . Valvoline came out 3-11 and started the car and it was making a terrible grinding noise that it had previously made before completely stopped. They came back on 3-18 to look an listen to the engine again. I would not allow them to start the engine due to the problem that was caused when they changed the oil. I have tried to get the general manager involved and several times left messages to have him contact me. I do have videos of the engine which my mechanic had taken on his phone while trying to repair the engine. I did send them to the manager at the store where they performed the oil change. I still have no answer. I am a retired 65 year old woman who has owned the vehicle since 2014. I am desperate for help to resolve this issue and get my car fixed.. thank you for your help resolving this issue.claim # for my complaint to Valvoline is *******

  Business Response

  Date: 03/31/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Currently this guests claim is still pending and under investigation, which means we will not disclose the information of the pending claim here. If the guest would like to check the status of the claim please reach out to our Customer Care team by calling ************. We want to advise this guest no action can be taken via the BBB. Our Customer Care team will be happy to assist.

• Initial Complaint

  Date:03/28/2025

  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.

  Before you read this lengthy complaint I need to state that my husband is a combat wounded Marine veteran and this car is his “emotional support vehicle”. He uses it as his PTSD therapy. He drives this car and it keeps him from drinking alcohol and takes his mind off the past. It’s more than just a car and this situation is now causing setbacks.
  Our challenge is that the technician stripped the oil plug. Since the car was no longer drivable, they had it towed to a mechanic who we were unfamiliar with. When he visited the shop, he was immediately concerned about the condition of the facility and told Valvoline he did not want that mechanic working on his car. He provided the name of our trusted mechanic and requested the car be towed there instead. They ignored our request, allowed the initial shop to proceed with the work, and only after that did they tow the car to our preferred mechanic.
  Once our mechanic inspected the car he determined that there were metal flakes and milky oil, clear signs of serious internal damage. When the car was driven off the tow truck, the engine sounded awful. On top of that, the previous oil change had also been done at Valvoline, at their Mt. Juliet location. So whether the oil plug was over-tightened during the last service or damaged during removal this time, the liability falls on Valvoline.
  We understand that accidents happen—it’s part of life. But what truly matters is taking responsibility for the mistake and making it right. Instead, Valvoline has done the opposite. The area manager acknowledged the situation but was about to leave the country for vacation, passing the issue off to the store manager. We have repeatedly requested to speak with the market manager ********** but after more than two weeks, he has not returned our calls.
  Valvoline claims they’ve done all they can and refuse to escalate the claim. We brought them a running car, and now it’s undrivable.

  Business Response

  Date: 03/29/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we
  apologize for any issues the guest has felt throughout the claim process. Our
  records indicate that the oil pan was damaged, but our Valvoline management
  team did have the oil pan replaced at *** **** **** ****** * **** ***. Per
  the notes, the guest was upset about where the repairs were being done and
  wanted the repairs done at the shop of the guest's choosing. The guest stated that
  once they got the vehicle back and the vehicle was inspected by their mechanic,
  there was further damage consisting of a milky color oil and metal shavings in
  the oil. Our management team advised the guest that we had completed repairs
  and that if there were any damages from the repairs that were done, the guest would
  need to contact *** **** **** ****** * **** *** who
  performed the repairs. Our management team has denied further accountability for
  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. 

  Business Response

  Date: 03/29/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we
  apologize for any issues the guest has felt throughout the claim process. Our
  records indicate that the oil pan was damaged, but our Valvoline management
  team did have the oil pan replaced at *** **** **** ****** * **** ***. Per
  the notes, the guest was upset about where the repairs were being done and
  wanted the repairs done at the shop of the guest's choosing. The guest stated that
  once they got the vehicle back and the vehicle was inspected by their mechanic,
  there was further damage consisting of a milky color oil and metal shavings in
  the oil. Our management team advised the guest that we had completed repairs
  and that if there were any damages from the repairs that were done, the guest would
  need to contact *** **** **** ****** * **** *** who
  performed the repairs. Our management team has denied further accountability for
  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: 03/31/2025

  
  
  Complaint: ********
   
  
  I am rejecting this response because: We keep receiving conflicting information about what was done to repair the car. We were told by the Valvoline manager that the oil pan had been replaced. He even showed me a picture on his phone of the old oil pan sitting on the floor. I have requested the service record from *** **** ***** The car was in the care of Valvoline and we never signed off to approve the work recommended by *** **** ****  
  

  We did not give written permission for Valvoline to have the car worked on at the mechanic shop. if Valvoline cannot stand behind their recommended mechanic then they should not be sending cars there for repairs if they break something. A claim was not filed by the Valvoline manager to track the issue. We had to escalate to upper management and the repairs were still handled poorly. 
  
  
  
  Sincerely,
  
  
  
  ***** **** *********

  Customer Answer

  Date: 03/31/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: We keep receiving conflicting information about what was done to repair the car. We were told by the Valvoline manager that the oil pan had been replaced. He even showed me a picture on his phone of the old oil pan sitting on the floor. I have requested the service record from *** **** ****. The car was in the care of Valvoline and we never signed off to approve the work recommended by *** **** ****  
  

  We did not give written permission for Valvoline to have the car worked on at the mechanic shop. if Valvoline cannot stand behind their recommended mechanic then they should not be sending cars there for repairs if they break something. A claim was not filed by the Valvoline manager to track the issue. We had to escalate to upper management and the repairs were still handled poorly. 
  
  
  
  Sincerely,
  
  
  
  ***** **** *********

  Business Response

  Date: 03/31/2025

  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.

  Business Response

  Date: 03/31/2025

  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: 03/31/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Valvoline has not solved the problem that they initially caused. There needs to be action taken to bring us back whole. What are we supposed to do?? Valvoline at least needs to help with the One Stop Shop mechanic. They are not providing us any information of the work that was completed in their shop. 
  
  
  
  Sincerely,
  
  
  
  ***** **** *********

  Customer Answer

  Date: 03/31/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Valvoline has not solved the problem that they initially caused. There needs to be action taken to bring us back whole. What are we supposed to do?? Valvoline at least needs to help with the *** **** **** mechanic. They are not providing us any information of the work that was completed in their shop. 
  
  
  
  Sincerely,
  
  
  
  ***** **** *********

• Initial Complaint

  Date:03/27/2025

  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.

  Date of Service - 03/01/2025
  
  Had Valvoline perform an oil change on my truck. The service took longer than the advertisement stated. Much of this was due to one of the technicians dropping my oil cap in the bay below and they spent 12 minutes looking for it. They found it, put it back on, but failed to let me know they cracked the oil cap. I noticed this after parking and checking my engine bay prior to leaving the facility. When I brought this up to the manager, he copped an attitude with me and did not provide my any information to file a claim or contact the customer service team, rather, I had to google the information. The oil cap damage was completely obvious and there is no way it could be missed as the chipped cap can be felt when tightening the cap down. I filed the claim prior to even leaving the facility.
  
  In addition, I did not receive a full service which should have included topping off of my windshield wiper fluid which was completely empty. ***** (Manager) did not seem to care and lacked customer service and appeared bothered by me bringing this issue up to him.
  
  I created a case with Valvoline **** *********** and outlined I not only would like a replacement cap but also a refund for the experience. The decision was apparently reviewed by the regional manager ******** and they denied my refund and closed my case out after calling them this morning to see if the case was still open (03/26/2025).
  
  I am being told by customer service there is no other options and a refund will not be granted. I have spent time driving back to the facility for the replacement cap, and the time calling customer care several times for a follow-up. All I am asking for is a refund in the amount of $127.07. Had ***** had some empathy for the situation and not copped an attitude with me, I would likely not be requesting a refund but this is not the case.

  Business Response

  Date: 03/29/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we’re
  certainly sorry to hear about the guest’s overall experience. Our records show
  the guest filed a claim with our Customer Care team on 3/1/25 regarding the oil
  cap as well as the residual oil that wasn’t cleaned. Our management team
  ordered the guest a new oil cap, which was delivered by 3/14/25, and the guest
  was advised they could come pick up the cap or have our team install the oil
  cap. The guest was upset about the overall experience and requested a refund for
  the service, but our management team has denied the refund request. Our
  management team at the store makes all final decisions on claims/refunds/reimbursements/etc,
  and we stand behind our management team’s denial 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: 04/04/2025

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

  My oil cap should have been replaced at a bare minimum. What the response from the business does not include is the following:

  - Failing to inform me the cap was chipped after they dropped it. It was impossible to miss.

  - I did not receive a full service to include my windshield reservoir being topped off, it was completely empty.

  - *****'s (Manager) terrible attitude towards me as if I was a problem

  -***** failed to provide me the customer support phone number after for a resolution or some follow-up support

  - The sign on the states 15 minutes and the crew spent 12 minutes just trying to find my cap. I ended up missing an appointment because of the delay and having to create the case, speak to *****, and document the issue with the cap prior to leaving the facility. 

  The response the business provided to my BBB case does not address any of these concerns.

  I am astounded that this is deemed acceptable and the regional manager Austin should be ashamed of this judgment.

  I just want a refund, and this is by no means an unrealistic ask. Where we currently stand is unacceptable. I am wanting Valvoline to reconsider this judgement. 

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

  Business Response

  Date: 04/07/2025

  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.

• Initial Complaint

  Date:03/26/2025

  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 gone to get an oil change 4 times to the same place. I have been overcharged the 4 times. I have taken my car to a mechanic to do some work and they have told me that the oil change garage is putting to much oil into my truck.
  
  My truck only takes 12QT of oil and they have charged me for 13.20QT and then added I don't know how many other QT for the extra oil prices which add up to $ 510.00 for the last year which I have attached the invoices to this case. I just want them to stop overcharging customers

  Business Response

  Date: 03/29/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we’re
  certainly sorry to hear about any miscommunication or confusion regarding the
  extra oil charge. At Valvoline, our oil changes cover up to 5 qts of oil if a
  vehicle requires more than 5 qts of oil, there is an extra oil charge. When you
  come into Valvoline, we scan the vehicle's VIN# into our system which shows our
  team the specifications required for the vehicle, and we get this information
  directly from the manufacturer of the vehicle. Our records show Mercedes is confirming
  the vehicle requires 13.20 qts of European full synthetic oil. If the guest is
  stating the vehicle has been overfilled with oil the guest will need to file a
  claim with our Customer Care team and provide supporting documentation for our
  management team to review. For further assistance, please advise the guest to
  contact our Customer Care team at ************, and one of our agents will be
  happy to get a claim started for the guest.  
  Please advise the guest that no further action can be taken
  via BBB regarding claims.

  Customer Answer

  Date: 04/02/2025

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