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:03/25/2025

  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.

  On Friday 3/21/2025 at 1pm I went for an oil change Valvoline Peabody Ma. After waiting for 45 to get into the bay oil change was complete got my paperwork. All that was done was oil change/filter/ I asked about transmission flush but they didn’t have the tools for my vehicle. Within 20 min driving homemy car heat stops working and car over heating. I call and let them know and went over everything that was done on my vehicle. They said they did not touch the coolant reservoir as well cause I asked about that. I filed a claim.They told me to bring my car in in the morning. I wasn’t able to make it a mile down the road car overheating I pulled Waited for it to cool down open the hood no coolant in the reservoir. I called them and informed them of this. they instructed me to add coolant to get it to them as I added coolant coolant is flushing out the bottom of my car videos andpictures to prove I get to the dealership Joe checks over my car very helpful. Said it is not safe to drive. It needs to get to the dealer to determine what causes what happened so that way they can take care of it. ***** tells me that there was a miscommunication with him in the tech, and the tech did add coolant to my car and did not notify *****upon getting a tow and a diagnostics they found my radiator was cracked going back-and-forth between dealership and Valvoline I asked Valvoline to check their cameras confirm that my car was not leaking any fluids upon arrival upon waiting. They confirm that it was not. They also confirmed that they saw himadding coolant to my already hot engine without my approval with phone call recordings to confirm. *** the area manager very, very rude trying to switch the story up after validating. I was correct that something happened in that bay told mehe was going to hang up the call and that they’re not paying for the service to be completed on my vehicle, I’ve been stuck with no car And have to pay $1500 for a new radiator. I need help.

  Business Response

  Date: 03/26/2025

  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 after the diagnostic the finding was that the radiator was cracked. We do not touch the radiator during service. The Area Manager made it clear we would pay for the diagnostic, but nothing more. The guest used coarse language directed at the Area Manager. 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 *************

  Customer Answer

  Date: 03/27/2025

  I am denying their comment back because there was multiple lies throughout the whole situation. I requested them to check video footage to verify my car was not leaking the 45 minutes I had to wait in line for an oil change. He verified that.
  on my receipt where everything gets checked off Under the coolant system. It was checked off as OK no problems so there is no need to add coolant to my vehicle, adding that cold coolant to a hot engine is what caused my radiator to instantly have issues. But not only that it should’ve been communicated with me whether or not to add the coolant I never asked for that because I knew it didn’t mean that I checked my car regularly.  The dealership even wrote that in their notes. Every other thing that was checked with my car was communicated with me so why not this? Because they knew they were wrong! using course language Absolutely because after being frustrated and I had my children in that car the day this happened. It could’ve been way worse thank God it wasn’t. They told me they didn’t add coolant. I requested the video, when I got there They said that they did and there was a miscommunication error the tech did add coolant, they did not communicate that with the manager? The area managers very rude, nor was her there for all of this. I am very upset and this should’ve never happened. And because it did, they made the mistake and miscommunication error so they should be held liable. This is not okay. My car was in GREAT condition prior to pulling into that parking lot line/bay. Phone call records and video records show all the truth on this claim. This all happened in under 16hours. The way my car was leaking coolant no one would be able to drive it at all! 

  Business Response

  Date: 03/29/2025

  Hello,
  We thank the guest for reaching back out to Valvoline, and
  we apologize that this wasn’t the outcome the guest was expecting. As previously
  stated, our management team had 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. 

• Initial Complaint

  Date:03/25/2025

  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 my vehicle in for an oil change, they open the hood,didn't have the old shut my hood, had my sister pull the vehicle around to wait, she pulled back in and they couldn't open the hood. The guys on sight admitted to the mess up but the area manager denied my claim and hung up on me. So now I can't get my hood open and they refuse to correct the situation

  Business Response

  Date: 03/25/2025

  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.

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has done a bad oil change on vehicles leading to all the oil spilling out and doesn’t want to pay for a new one they refused to help me and told me take my vehicle somewhere else they also did a tire rotation on my vehicle causing my car to wobble back and forth

  Business Response

  Date: 03/24/2025

  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 after the vehicle was taken to the dealership, no leak was found. 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:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 11, 2025 my son took his car in for an oil change only at Valvoline. During the visit the service representative ******** ******** continued to press for a transmission fluid/replacement/flush. The transmission service was completed. On March 17th my car would not drive. We had it towed to Valvoline and explained to ******** the issue. The car was then towed to ***** where the service tech **** did a diagnostic and the attachment order is below, my car now needs a new transmission. I contacted Valvoline to resolve the issue sending the documents via email. I received a call from ***** the area manager and customer service rep. ***** on March 19th. During that call ***** defended the service and provided some misinformation that he claimed he received from **** at ***** regarding the transmission.
  I had already spoken to ****, so I knew the information was incorrect. **** has confirmed the service performed at Valvoline caused the transmission damage. When I asked ***** and ***** to do a conference call with **** and myself, so we could all be on the phone he refused. I emailed Valvoline's legal department and no one has returned my call or responded to my email.
  Valvoline is responsible for my transmission failure. Our car has never had any issues until the service by Valvoline and 6 days later the transmission went out. I would like to resolve this issue by Valvoline paying the invoice from *****.
  
  Valvoline ***** the area manager was very unprofessional and I requested a call from his supervisor, business owner and he advised he was the last chain of command for this business.
  
  If no one from the legal department or Valvoline business itself is willing to accept this settlement, then I will move forward with a legal claim against Valvoline.

  Business Response

  Date: 03/24/2025

  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 went too long without being serviced and it would've had issues sooner if it was related to an error with our service. That said, we offer additional services based on your vehicle's manufacturer recommendations for the mileage and/or the condition of your vehicle. These are always optional and the guest has every right to say - no, thank you. 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 *************

  Business Response

  Date: 03/25/2025

  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: 03/25/2025

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

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the date of 11/2/2024 , I went to Valvoline for a routine oil change. The employee working flushed my transmission due to negligence. I never asked for a transmission flush whatsoever. He never flushed my motor oil and poured twice as much oil in my engine while simultaneously having my transmission empty. While they had me start the car , and after a few minutes, I noticed my car vibrating really loud. So I asked the employee and he double checked and that’s when he noticed his error in flushing the transmission. I have a higher mileage car (over 240,000 miles that day ) and it’s a known fact that when you flush the transmission oil after so many miles you will hurt the transmission. Which was done by them. My transmission has been slipping since and they have told me they are not liable. I need to be compensated so that I can fix my transmission for it is a costly fix and I should not be liable for there incompetence and negligence

  Business Response

  Date: 03/24/2025

  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 denied your claim. This denial is due to the fact that while the team did accidently drain the transmission, the vehicle did not run or move from the service lane. The transmission was refilled and the correct procedure was then followed for the oil change. Our management team holds the final decision in the claims process and we back their denial. We stand behind the decision to deny the claim. If you have additional information that you feel may change this outcome, please contact our Customer Care team directly at ************* This claim remains denied, closed, and no further action will be taken.

  Customer Answer

  Date: 03/25/2025

  
  
  Complaint: ********
   
  
  I am rejecting this response because:
  
  They said I didn’t run or move my car, well yes I did have to start and run the car. I didn’t move but major damage was done to my car running it with zero oil in transmission and they did not put my car through the proper drive cycle when changing transmission oil . I need a new transmission and you guys should be liable for your mistake not me. I did not ask for my transmission to be touched at no time 
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 03/25/2025

  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: 03/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  This is so unprofessional and outright illegitimate business practice. I did not ask for this to happen and due to negligence and incompetence on your employee I’m suffering. The engine oil drain and the transmission oil drain is in 2 totally different spots thats should not have been confused. I will follow up with a civil complaint and Valvoline will be notified that I intend to sue through the courts 
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/16/2025 I went to the 2808 Panola rd Lithonia Ga location for an oil change. I was even charged an additional 30 dollars for extra oil because of the size of my vehicle, totally 141.24. On 3/21/2025 I’m headed to a location and my truck abs light came on and check engine light starts blinking, I instantly pull over and call my husband. He tells me to get it back home and check the oil in it and diagnostic because we have the machine. I get home and let it sit for a while and check the oil and the stick is literally dry and only the tip is wet slightly. ( I checked it twice). When he got home he checks it as well and then calls valvoline. They send someone to look at it and states that he did find a leak from something not being tighten under the truck and the truck is low on oil. He stated he would let the location know and send to corporate. I follow up today with the store manager **** and he says that he was told no leak and the paperwork that was returned to him doesn’t say anything but a misfire. We informed him and corporate that it’s on camera in our driveway of the man saying different and corporate did not offer any help but only filing a claim. All videos was sent to corporate and the store manager. **** was rude and huffing and puffing while speaking with him and stating that they wouldn’t fix it but to take it to a shop. Claims number is **********

  Business Response

  Date: 03/24/2025

  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.  The claim was made 3/22 on Saturday, it takes up to 2 business days before someone from upper management reaches back out to the guest. 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:03/19/2025

  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 vehicle in for an oil change and it was recommended to have a rear differential fluid change at the same time. This was completed and the rear differential failed after this service. It was less than 2 weeks after the service. Upon inspection after having to be towed the mechanic stated Valvoline was at fault. They verbally denied the claim and never sent any follow up. It was about 5000 to repair this part. Had the service never been done the part would’ve failed and needed replacement.

  Business Response

  Date: 03/20/2025

  We are in receipt of this guests 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 after reviewing the DVR footage, the process was completed correctly without error. No leaks were notated and the oil added was filled to the correct level. Our upper management team holds the final decision regarding claim outcome. We stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************* This claim remains denied, closed, and no further action will be taken.

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  05/05/25 I got my oil changed and was there for over 2 hours. Come to find out, the previous Valvoline stripped my oil pan and the current valvoline needed to put a "Universal" screw in my oil plug. Every since then, when I get my oil changed, my engine light comes on so I figured I'd take my truck to the dealership. The dealership was not able to unscrew my oil plug due to being stripped and in order for them to change my oil, I would have to replace the entire oil pan. I reached out to Valvoline and they instructed me to email them the information that I received from the dealership. A week went by and I didn't hear from anyone. I called Valvoline today only yo find out they denied my claim and no ones reached out to me although they made a note that they were going to call me 03/13/18. No one reached out and my oil still has not been changed. Valvoline is refusing to take accountability for it when we all know they stripped my pan. I've only been going to Valvoline since I got my truck. My pan cost $1750.00 to be replaced and Valvoline should be covering this. I'm a single mother of 6 kids and I do not have money just lying around. Especially for things that I did not break. I understand this is my vehicle, Valvoline stripped my pan and needs to replace it. I'm not looking to sue Valvoline but I will if I have to pay for this out of pocket.

  Business Response

  Date: 03/20/2025

  Thank you for taking the time to reach out to us about your recent 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 denied your claim. This denial is due to the fact that the oil was evacuated at the time of service, and not drained through the drain plug / oil pan. Our Upper Management Team holds the final decision in the claims process and the denial has been relayed to the guest. We stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************. This claim remains denied, closed, and no further action will be taken.

  Customer Answer

  Date: 03/20/2025

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

  Customer Answer

  Date: 03/20/2025

  May 5, 2024 when I went to get my oil changed, after being at Valvoline for over 2 hours, I found out that my oil pan had been stripped and the screw will not come off and just continues to twist. The worker informed me that they were going to put a universal screw in and me not knowing any better I allowed her to do so due to being there so long and I had a 1 year old with me. I started noticing that after I get my oil changed my engine light comes one, so I decided to take it to the dealership and have them change the oil and just check to make sure nothing was wrong with my engine. Upon being at the dealership they noticed that the screw was stripped and could not come off and needs to be replaced and it costs $1700. I have been coming to Valvoline since the winter of 2023 and they are the only ones who have been changing my oil. 

  Business Response

  Date: 03/20/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Currently this guests claim is now 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.

  Customer Answer

  Date: 03/20/2025

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

  
  

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

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 24, 2025, we brought our 2005 Nissan Marano in for an oil change. My husband requested for the power steering fluid to be replaced. When the techs inspected the vehicle, they recommended a transmission flush due to the fluid being dark. Along with the power steering fluid replacement, they also did the Trans Fluid Replacement. On the paperwork, it states that we requested a transmission service when in fact we did not. It also states that there was a "SEVERE ENGINE OIL LEAK" noted, however after bringing the car to other mechanics, they stated that there was not an engine oil leak, but in fact a power steering pressure hose that needed to be replaced which was leaking power steering fluid. I have supplied documentation that backs up this claim. Due to their negligence, the car now needs a whole new transmission leading us to have to get rid of the car all together. I would NOT recommend going to this place for ANYTHING and do further research and find somewhere else more reliable.

  Business Response

  Date: 03/17/2025

  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.

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to this business expecting to receive the service I paid for. Unfortunately, I received much more and it has been such a headache since I was at the business. I have contacted corporate 6 times regarding the matter and they continuously tell me that the store manager may/may not contact me. I went personally to the location and there was not a manager onsite. I am beyond exhausted and have had to spend so much money out of my pocket due to sloppy work and inadequate workmanship. I have paid $77.56 to the business directly and have had to spend $175.31 towards my vehicle to fix the sloppy mess that Valvoline created. I have requested to have management deal with this at the corporate level, but I have only been able to leave messages. Like I said, I have attempted to resolve this matter and I am only asking for a refund on monies I have spent due to horrible workmanship and inadequate work. The total I am requesting in refund is $252.87. I will never deal with the business again! This all took place on 12/09/24. Oil was spilled all over my engine which caused my engine multiple times to smoke. I had to go out of my way after traveling on the highway to seek a maintenance mechanic that could explain why on the highway my engine was "smoking". The amount of oil everywhere was completely absurd!! They proceeded to show my why and had to use solvents to resolve the problem and I have not had a problem since that service was performed. Not only did this take time out of my everyday duties, it cost me.

  Business Response

  Date: 03/17/2025

  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 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." Additionally, when the mechanic put dye in the vehicle, there were no leaks. We stand behind the decision to deny the claim. If you have additional information that you feel may change this outcome, please contact our Customer Care team directly at ************. This claim remains denied, closed, and no further action will be taken.

  Customer Answer

  Date: 03/17/2025

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

  I made numerous attempts to contact the business and also called corporate and there was never a response.  I do not live near the business, so I attempted to reach out via phone but never received a call back from any management pertaining to the situation.  You cannot call the business directly as it is routed to a call center. 
  Unfortunately, I was forced to seek immediate assistance with my vehicle while I was traveling a long distance due to smoking of the engine.  I am not in the oil business, but I was quickly informed that my engine was completely fine. The smoking was due to oil all over the engine due to incompetent techs that had performed my oil change.  I am requesting a full refund along with monies that I had to pay out of pocket for my engine to be cleaned on the exterior.  Feel free to contact corporate regarding this matter as every single call I did ask to have documented and I did request to have management from the ******** store but no one ever returned my call. In fact, I contacted corporate six times regarding this matter.   
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 03/20/2025

  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: 03/24/2025

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

  Not only was a very unprofessional job performed, zero management responded to the situation and monies had to be spent on my end personally to a the poor job fixed due to unprofessionalism. 
  
  
  
  Sincerely,
  
  
  
  ***** ******