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

  3499 Blazer Parkway Lexington, KY 40509

  
• 

  Valvoline Instant Oil Change

  1861 Gardner Lane NE Corydon, IN 47112

  
• 

  Valvoline Instant Oil Change

  2648 Charlestown Rd New Albany, IN 47150

  
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  Valvoline Instant Oil Change

  3912 7th Street Rd Shively, KY 40216-4104

  

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:03/17/2025

  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.

  My original purchase was on 1-21-25. I paid $249 for a battery, total of $396.95 for all services (oil change, battery, air filter) in process Valvoline broke my break value causing me to almost crash when I tried to leave. I returned car, Valvoline kept car for additional day and fixed Valve. Less than a month goes by 3 weeks the agm Valvoline battery went bad or was defective and began to smoke/fire. I called fire department. Fire department told me the main battery cell was bad and that what the foul rotten toxic odor was and not to restart the vehicle. I called a tow truck to have vehicle taken to jeep dealer (cost of tow $107.50) I proceeded to call Valvoline and explain to corporate and they got in touch with store. Was told not to authorize any work till jeep dealer verified what was wrong. My jeep sat for a week till someone looked at it. Confirmed it was a bad Valvoline battery cell. It also effected the aux battery due to them being connected to each other. My car is a duel battery system that both run on same parell charging and discharging paths. With extreme heat, if 1 cell is effected it will effect whole system causing thermal run away. Both batteries needed fixed bill totaled $501.27. Valvoline refused to pay full amount. Only paid for 60 dollars of labor, brought a battery of their own to exchange and a diagnostic fee. I have been made accountable for all of the damages and tow charges to my car caused by Valvoline bad battery. I have received no explanation as why they should not pay the full labor and replacement and tow. I keep getting out of. I've had conflicting people say yes to two bill, yes to aux battery and now being told no again, to completely ignored and phone calls not even returned. What was a simple battery replacement and oil change has became a disrespectful nightmare

  Business Response

  Date: 03/17/2025

  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.

  Customer Answer

  Date: 03/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was told by customer care and by the area manager that the claim was denied. I was refused reimbursement from the area manager, local store and refusal to pay for all of my damage to vehicle and tow charge. I have reached a dead end with Customer care, local Valvoline and area manager.
  
  
  
  Sincerely,
  
  
  
  **** ************

  Business Response

  Date: 03/17/2025

  While we empathize with the guest's situation, our Upper Management Team holds the final decision in the claims process. 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: 03/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: while I am disappointed with this decision, I ask you please reconsider the fact that I have had to have my car towed at my expense because of the bad battery that Valvoline did infact take responsibility and replace. Also the fact Valvoline did pay for some of the labor costs but not all. If a company is not at fault why admit and pay for it and replace. I find that I am being treated very unfair. I can not push my car to be repaired, I can not do the labor my self. I feel I am being treated very unfair because I brought actual facts forth as a woman, and they did not like being contridicted. If I would of let my husband talk to Valvoline this would of been a totally different outcome. Being treated like a woman who don't know anything and being taken advantage of and spoken over is ridiculous. Being mulipulated and told it's not their fault, when I have a fire dept report that says it is and a jeep dealer that says it is, is unheard of. Being told that there was not rotten egg smell and it wasn't their batter, but the fire dept says yes and jeep dealer says yes, but being told Valvoline Google search says no. ******** ******* * *************, from that store were all nasty and treated me stupid, ******* from corporate shld be fired for her rudeness. The concept of corporate is a joke, just to get funneled back to the store where they treat you like trash. Just to not get anything solved. Then to reach out to what this main company to get funneled back to corporate and still to the store, it's all a joke just to be treated like garbage , unintelligent and a woman who just simply wanted a battery and an oil change who has ended up $510 out of pocket and months of bull****. Just because Valvoline needs to treat people like shit and save a few bucks.thanks.
  
  
  
  Sincerely,
  
  
  
  **** ************

• 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 the valvoline on 4704 Yale Road on February 27, 2025 at 1:28pm to get a Automatic Trans Fluid Replace on a 2014 infiniti QX60 3.5 and I was never informed about the 60,000 miles policy until after I received my invoice. Now my car is leaking trans fluid and it was the wrong transmission fluid it was also to much put in . It broke the O Ring on my CV Axel. I took it back and they proceeded to do the same Automatic Trans Fluid Replacement again. Now the Vehicle is not drive able . If someone can help me with this matter please give me a call at ************** or email me at *********************

  Business Response

  Date: 03/17/2025

  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.

  Customer Answer

  Date: 03/17/2025

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

• 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 had an oil change completed at Valvoline Instant Oil Change in Farmingdale NY. I noticed oil leaking from underneath my car the following day. I took my car to a local mechanic who told me that I had a cracked oil filter housing that had apparently been over tightened. I had no choice but to have the car repaired. The total repair cost $1111.40 On a side note, prior to the oil leakage, I have never had any oil leaks from this vehicle. The oil leak was noticed the day after the oil change was completed and prior to this I have NEVER seen a single drop of oil leaking from my car.

  Business Response

  Date: 03/17/2025

  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. We have reached out to the guest via email and need more information, 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: 03/18/2025

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

  ******

  I spoke with corporate who advised that the local area manager will make the final decision on the reimbursement for the $1,111.00 repair that was a result of damage to my car.

  I have also sent them a paid invoice from the oil change and the subsequent repair from damage to my car that was a result of their negligence.

  Further, I was placed on a conference call this morning with the facility manager in Farmingdale, NY who told me that a video was reviewed and there was no damage observed, I question the validity of the statement.

  The local facility manager stated that he did not observe the video but was told by the regional Valvoline manager that no damage was observed.

  I have spoken with corporate twice and the local manager twice but not the regional manager at all as of this writing.

  My intention is only to receive reimbursement for damage that was caused to my vehicle.

  My car has never leaked a drop of oil since new (2019). The oil leakage and damage were only observed after my visit to Valvoline in Farmingdale, NY.

  Thanks for your assistance in this matter.

  ***** ************

  ************

   

  Business Response

  Date: 03/18/2025

  Hello,
  We thank the guest for reaching back out to Valvoline.
  Again, we apologize for any issues the guest has experienced with their
  vehicle, and we understand the frustration. Our management team did inform our
  Customer Care team today (3/18/25) that per the video footage from the service
  everything was performed correctly. Our management team stated since the
  vehicle was repaired before Valvoline was contacted preventing our team from
  investigating the damage as well as the video footage showing the service was performed
  correctly, they have denied the claim. Our management team of the location
  makes all final decisions for claims, 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: 03/19/2025

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

  I appreciate your showing me this, but I stand by my claim and am currently pursuing legal action. 

  I find it ironic that the second option on thier automated phone system is with reference to start or update a vehicle claim.

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

• Initial Complaint

  Date:03/13/2025

  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 car in on 1/7/2025 and called the very next day to let them know I had oil coming out from under my car. Continued to drive it until I realized the oil housing was cracked. they came out and argued with me that this was not them. they tried to do a shoddy deal as far as repairing on Valvolines dime with an addtnl. $300 frim me. I reluctantly agreed. No one ever showed up. called a higher up (Scott) to see the footage of the repair and he will not take my calls or show it to me. they are keeping me lingering until I go away. they are not taking responsibility for their mess up. they have recordings of all my calls.

  Business Response

  Date: 03/13/2025

  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:03/13/2025

  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.

  see Attached document
  
  *****************************************************

  Business Response

  Date: 03/14/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we’re
  sorry to hear about the issues the guest experienced with the vehicle. Our
  records show the guest received service on 10/26/24 and contacted our Customer
  Care team on 1/29/25 to file a claim. The claim was then sent to our management
  team to start an investigation to determine what happened during service. After
  our management team reviewed the video footage from the service it was
  determined the oil change was performed correctly via the evacuation method as
  well as the oil level being shown to the guest after service confirming it was
  the correct level. Our management team then contacted the mechanic shop ****** ********** who confirmed there was no oil in the vehicle, but they could not
  determine why there was no oil and stated the drain plug could have possibly
  been loose, but we didn’t touch the drain plug during service as we performed
  the oil change through our evacuation machine. Per the video footage showing
  the service was performed correctly as well as Valvoline not being notified
  before repairs were completed giving us a chance to fully inspect the vehicle
  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: 03/20/2025

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

  Valvoline is responsible for the incident of my motor not having oil in it. IF THE MOTOR BLEW 2 weeks in and i wasnt due for another oil change til January 2025 that means that the oil pan wasn’t replaced correctly and how van you not use an oil pan to remove the old oil to replace with new. my. grsyson was untruthful on Soo many calls he Never spoke with the mechanic which stated he did the mechanic is hispanic and they dont allow customers to speak with the mechanic. mr grayson never gave the mechanics name which i asked. every call is recorded from valvoline so im asking before im denied what’s rightfully owed to me that the phone recordings be played please and thank you. i called valovoline in january once i was able to get my jeep from the shop after i had spoken with someone and told them what happened and they advised me to call in for a claim against valvoline. im a true honest sinlge parent which dont hsve time to try and scam someone out of money. i was treated and talked to like i was a liar from several employees of valvoline ********************************* all of different days to be rudely talked to. Several times i asked for an email to be left with ****** the overall manager and was told that he doesn’t have to return my emails and that my claim was denied so please stop calling. customers arent always right but in this particular one I AM!Having a business you try to accommodate the persons needs and that was never asked . I honestly dont think that ***** is aware of all the bad business his colleagues are showing and representing on his behalf .my child dropped out of techical college back in December due to the fact she couldn’t get classes she lost interest in being a nurse and that devestated me.VALVOLINE NEEDS TO BE HELD ACCOUNTABLE FOR MY CHILD DROPPING OUT OF SCHOOL DUE TO NO TRANSPORTATION AND MY LABOR AND MOTOR REPLACEMENT .I stand on Gods word that justice will prevail. And with all due respect i want thos letter to be sent to mr ray the area manager so that he can have the phone recordings replayed to hear the lies that were told by rude ** *******  i also have a video that took on for evidence to the *** ** ********** to have ot submitted in my case the video and phone recordings will speak for themselves.please reconsider my claim its only fair, word of mouth with bad business hurts customers and they will go other places which ive advised many people to do. why go where youre patronizing and money doesnt mean anything.thank you 
  
  
  
  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.

• Initial Complaint

  Date:03/13/2025

  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 3/7/2025 I went to the Valvoline Halstead location ***** * ******** *** ******* ** ***** and received an oil change. Upon leaving my car shut down, and when it was restarted, the check engine light came on. I immediately returned to the store and spoke with the manager, ********. He told me the technician made a mistake and didn't tighten my sensors. He tightened those sensors and said if the check engine light returned to come back. On 3./10/2025 I returned due to the light coming back on and he told me I needed to purchase a piece for my valve purge and have a mechanic put it on. Before this oil change I had no lights on my dashboard or mechanical issues. I opened a claim through their corporate customer care and they have not been able to assist me getting this taken care of.

  Business Response

  Date: 03/13/2025

  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:03/13/2025

  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.

  Valvoline performed an oil change on my vehicle. A few weeks later we noticed smoke coming from the engine and took the car back. They found the oil cap was not put back on and was lying in the engine bay. They said they would refund the cost of the oil change, which they never did. After that we start to notice oil on the driveway and took it to a *** ****** for another oil change and they found that the oil pan bolt was stripped and causing oil to leak. They did a temp repair so we could drive the car. They recommended we replace the oil pan. I went back to valvoline to inform them and they said they would file a claim. It’s been over 2 months and they have done absolutely nothing but tell me there waiting to hear from the area manager. It’s just a delay tactic hoping I go away. The repair is almost $600 and the car is a lease. If not properly repaired I will be responsible when the lease is up. I want the repair paid for and a refund for my oil change !

  Business Response

  Date: 03/13/2025

  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 *** ********** was the last to touch the oil pan and drain plug. We will not be accepting fault and this was communicated to the guest at our service center. 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:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband took his 2018 Honda Civic Sport Touring (55,000 miles) to Valvoline Instant Oil Change in Layton, UT on October 8, 2024, for a routine oil change. What followed was an absolute nightmare.
  
  On December 3, 2024—just 395 miles after the oil change—his engine developed rod knock due to oil starvation, making the car completely undrivable. The car was taken to *********** ***** ********* for a full inspection and teardown.
  
  What they found:
  • A piece of hard black plastic lodged in the oil galley, which blocked oil flow and caused catastrophic engine damage.
  • The only way this plastic could have entered the engine was if it bypassed the oil filter, meaning it was either introduced during Valvoline’s oil change or the filter failed entirely.
  • The damage was so severe that Honda initially quoted us $19,000 for a full engine replacement.
  
  How Valvoline responded:
  
  After multiple attempts to get Valvoline to take accountability, they refused to cover anything and made excuses, including:
  1. “The service manager didn’t call them back.” – This has no relevance to the fact that their service caused the failure.
  2. “They weren’t given the oil filter.” – The filter was damaged during removal by Ken Garff Honda and discarded. This doesn’t change the fact that plastic should NEVER be in an oil system.
  3. “The plastic wasn’t from them.” – If not from Valvoline’s oil change, then where? The vehicle had no other engine work done during this time.
  
  The Impact:
  • My husband’s 55,000-mile car was completely undrivable for over three months.
  • We were forced to pay $7,500 out-of-pocket for a replacement engine with 38,000 miles, since we couldn’t afford Honda’s full $19,000 replacement cost.
  • The financial and emotional toll of dealing with this has been overwhelming, all because of negligence during a simple oil change.
  
  Final Warning:
  
  We gave Valvoline every opportunity to make this right, but they chose to deny responsibility and avoid accountability.

  Business Response

  Date: 03/11/2025

  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 our Management Team spoke with Honda, and they were supposed to contact us back once they pulled the head gasket back out and never did. The way Honda described the plastic piece, that would not be something inside our oil filters. We weren't able to investigate the filter further because the dealership threw it out, after we let the guest know we needed it. We did everything we could do to help this guest, but she did not allow us the opportunity to investigate. 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: 03/12/2025

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

  I’m disappointed in Valvoline’s refusal to take responsibility despite clear evidence that your service led to engine failure. Your response contains several misrepresentations, which I’d like to clarify:
  1. Your team did have a chance to investigate. When Valvoline visited Performance Honda, the engine was reassembled to remove it, but the blockage and oil starvation were already documented.
  2. Performance Honda confirmed the oil hole was plugged with foreign material, leading to oil starvation. They have photo proof and are willing to pull the engine again for your team if needed.
  3. Regarding the oil filter: You did inform me to keep it, and I relayed that to *** ****** However, they damaged it during removal and discarded it before I could intervene. This was out of my control.
  4. Your denial is based on assumptions, not facts. The claim that the plastic “wasn’t from Valvoline” is meaningless—plastic should never have entered the engine. Your oil change was the last service performed before failure.
  5. The reason for the callback delay was that the service manager was off from Thursday to Monday. On Monday, after I spoke with ***** (service advisor), the service manager did call your team back, and Valvoline was supposed to follow up with **** (your rep). I have text messages confirming this.
  
  
  Since Performance Honda has offered to pull the engine again, this is an opportunity for your team to reopen the case and properly investigate. Please confirm whether Valvoline is willing to do so, or if you are standing by this denial without further review.
  
  
  ****** *******
  

  Business Response

  Date: 03/12/2025

  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. That said, we can not confirm that the investigation will be reopened via BBB. This HAS to be contact between the guest and Valvoline's Customer Care team.  Again, we want to advise the guest that NO FURTHER ACTION can be taken via BBB regarding claims. For further assistance, please contact our Customer Care team at ************* as all claim communication is through our Customer Care team only. 

• Initial Complaint

  Date:03/10/2025

  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.

  02/23: Took our car for an oil change. They had an issue & were unable to complete the service. We were sent away with it partially completed & told to return the following day. They assured us that it was safe to drive in the meantime.
  
  02/24: Returned to the location at approx 5pm. We noted a funny noise coming from the car when driving.
  
  Staff confirmed damage had been done the previous day causing an oil leak.
  
  They said no one could fix it that day; it would have to stay in overnight & tomorrow someone would assess when it could be fixed.
  
  They advised we rent a car as any costs incurred to do so would be reimbursed. They promised a refund on the cost of the service.
  
  We booked a last minute rental for pickup at 7am so that it would be in time for us to get to our commitments.
  
  02/25: We took a **** ($53.99) at 6:30am to collect the rental. As we were arriving, approx 7am, ******, the manager, called to say he had worked on the car overnight & it was ready for pickup. None of this had been communicated to us.
  
  We canceled the rental without charge but then had to take another **** back ($49.99).
  
  ****** opened a claim with regional manager, ****. We provided the **** receipts. ***** called to reach **** but he was unavailable. We were promised a callback. No one called back.
  
  02/28: After 3 days of hearing nothing, we emailed for for an update. No response.
  
  03/06: After 9 days we called & were told the claim had been denied by area manager, ****, as the car was "ready for collection in 30 mins".
  
  This denial had not been communicated to us.
  
  The basis of this denial is a lie; easily disproved.
  
  The agent attempted to contact **** who was unavailable.
  
  03/10: After 13 days I called to follow up & spoke with ******** who told me **** was still unavailable.
  
  I have now raised a dispute with my bank for the oil service cost.
  
  I still expect a reimbursement of the $103.98 in **** charges incurred as a result of Valvoline's negligence in damaging my car.

  Business Response

  Date: 03/10/2025

  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 vehicle was ready the following morning 30mins after the location opened. Our management team holds the final decision in the claims process and we back their denial. This claim is denied, closed and no further action will be taken. 

  Customer Answer

  Date: 03/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As stated in the original complaint, we were not informed that the car would be ready in the morning (no one expects someone to come in overnight to fix a car?!). In fact we were expressly told by staff on Monday afternoon that the car would be assessed the following day and we would be informed then how long it would take to repair.

  We were told directly that we should hire a rental in the meantime and that any costs incurred would be reimbursed. 

  Please let's also not forget that the damage was caused BY Valvoline and Valvoline's negligence. 

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

  Business Response

  Date: 03/11/2025

  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: 03/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the fact that Valvoline is continuing to lie about the circumstances of this case having damaged my car is absolutely indefensible. 
  

  If we can’t resolve this amicably via this channel I will be taking this up through legal channels. My bank, as previously stated, is already aware of the situation and is raising a dispute for the service charges. 
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:03/10/2025

  Type:Billing 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 21, 2025 I got my oil changed. They told me my battery was reading bad and not good so I had them replace it. They reset oil and had me turn on the car and changed battery. I drove out and stopped at my son’s school to pick him up. I was not able to start the vehicle after they did not install it properly. I was towed to a mechanic and this mechanic charged me $150 to tell me battery was not installed correctly and they fixed it so vehicle would start. I opened a claim with Valvoline they denied my claim cause I drove away. However they refuse to pay this $150 bill since I drove away but the problem was the it was not installed correctly to restart the vehicle . They owe me this amount I had to pay to fix there mistake.

  Business Response

  Date: 03/11/2025

  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 Upper Management team reviewed the DVR and found that the battery was installed properly without error. 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: 03/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the problem was not leaving the location. And the vehicle worked. Due to their failure to install the battery correctly my car would not start after the engine was shut off. Due to the negligence, my car had to be towed and this mechanic charged me $150.00 just to tell me that Valvoline did not connect my battery correctly. Just because they are cheap and don’t want to pay a claim and admitted fault doesn’t mean my claim was not correct and justified. This caused un due stress, time and vehicle use lose to myself as well as my son who witnessing this and Paying this $150 is a small price to pay for making consumers happy after an error is made.  Also, please see mechanics invoice on diagnostic that clear shows Valvoline at fault. I stand by my claim that they are in the wrong and thus reported to the Better Business Bureau. 
  
  
  
  Sincerely,
  
  
  
  ***** ***

  Business Response

  Date: 03/11/2025

  While we empathize with the guest's situation,  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: 03/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because Valvoline was incorrect in their denial and my complaint is valid and still stands against Valvoline with Better Business Bureau. Valvoline can be kept on their record. Don’t offer additional services to consumers if they cannot provide those services fully.  Driving off the lot does not stop their responsibility. 
  
  
  
  Sincerely,
  
  
  
  ***** ***