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

  
• 

  Valvoline Instant Oil Change

  4909 Dixie Highway Louisville, KY 40216

  
• 

  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:03/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 3 of 2025, I had an oil change done by this business. After 3 days, my engine light came on, and my car started having difficulties accelerating. I took the car to a ********* location to have the code read and they stated the "fuel was too rich" but couldn't find the issue. The car continue to show issues and I took it to the dealership. I had to take time off work and rent a vehicle for two days. The results were that the oil filter was not placed properly and was causing the problem. This cost me over $480 dollars. I contacted Valvoline and submitted all documents for a refund. I received no resolution from them or the store manager. The case number is *********.

  Business Response

  Date: 03/10/2025

  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: 03/10/2025

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

  I have reached out three separate times and got no response whatsoever from the company. I was told several times that someone would call me and no attempts have been made. At this time I do not wish to end this claim with the BBB until someone reached out to me with a response. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 03/10/2025

  While we empathize with the guest's situation, as previously stated, our management team holds the final decision in the claims process and the claim is currently PENDING. Unfortunately, no further action can be taken on this claim via BBB. 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: 03/11/2025

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

  I have contacted them via the number provided. They still claim to have no response. At this time I will continue with the claim with the BBB until I hear a resolution from the company. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:03/03/2025

  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.

  Hi, I am reaching out in hopes you can help me get refunded for damages my car inquired after receiving an oil change from this company. I specifically asked them just to do the oil change, I did not want anything else touched, and they continued to touch my filter to take it out to show me it was dirty to try to upsell me on a new one. I said no, and they placed it in BACKWARD. Causing debris to get sucked into the engine and ruin the mass air flow sensor. The car completely stopped and started idling while I was driving. I had to have it towed. It cost me $782.85 for the labor and new mass air flow sensor and another $270 to get the debris cleaned out of the engine. I immediately went back to Valvoline and spoke with manager ** ******* with the invoice and video proof of ****** finding the issue. He was able to pull up the shops footage and found further proof of them putting it in wrong, stating that they even almost put it in backward. First they only offered me $362 for the MAF stating they would not pay for. labor and cleaning. I refused this offer and spoke with ******* ****** the area manager who has been a rude, jerk. He backtracked and offered to pay the $782.85 and $106 for the oil change but refuses to pay for the $270 clean out stating it wasn't necessary. I put him and ***** at ****** in touch, where ***** explained that it was necessary because that debris is what jammed the MAF in the first place. ******* agreed with everything ***** said then when it was just me on the phone back tracked and stated he actually doesn't agree and he will not pay for the rest of the damages. When I asked to speak to someone above him he stated he is the highest up and that is all I could do and he considers the case closed and if I try to go to corporate it will just file back down to him so I should take what I can get and then he hung up on me. I submitted a complaint through customer service as well. I was there for oil change, did not consent to anything else.

  Business Response

  Date: 03/03/2025

  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, 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: 03/03/2025

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

   

  Hi,

  
  I was reaching out in regards to a complaint I filed with you guys against Valvoline in Grand Junction, Colorado. I just wanted to give an update. They have paid me partially for the damages my car inquired as a result of them putting the filter in backwards however are refusing to still pay for the $270 clean out that was required. I still would like to pursue getting reimbursed for that since I was there for an oil change not a filter replacement but I understand if that is not something you can do. I just wanted to give you an update so you had the most current information.

  
  

  --
  

  Thank You,

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

  Clinical Nurse Trainer III

  Grand Junction Regional Center

  
  
  
  
  

  Business Response

  Date: 03/03/2025

  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. We stand behind the decision to deny this claim. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************. Please note that no action can be taken via BBB. Contact our Customer Care team at the number provided. 

• Initial Complaint

  Date:03/03/2025

  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.

  I took my car in for Oil Change and I bought all the products as needed. I know exactly what needed. I’ve had the car eight years andI bought the product from advance auto parts. They changed the oil and put the filter in incorrectly that which is starved the engine for oil it will start the engine stop making noise so I take it took it back into one of their stores. They removed it and found out it was in incorrectly put in it was crammed inside of a hole so the car couldn’t get oil not a engine makes noise

  Business Response

  Date: 03/03/2025

  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 guest would not allow us to investigate the issue, period. It was explained to the guest on 2/20 that it is procedure to investigate any issues with vehicles once the claim is started. The guest refused this and said his lawyer would be handling the issue. If we're unable to investigate we are unable to offer assistance. The claim is denied, closed, and no further action will be taken. 

• Initial Complaint

  Date:02/27/2025

  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 valvoline to get my oil changed on 2/21/25 and my car ran perfectly fine. About 2-3 hours after getting my oil changed my engine began to make a weird noise. The following morning i had my car checked out by ******* ******* ******* where they stated my car was over filled on oil and had a major leak. The mechanic said that he doesn’t recommend rebuilding my engine that i should replace it. I have an online copy of this report that includes pictures. I ended up having to buy a whole new car. So i filed a claim with valvoline since my car wasn’t leaking oil before the oil change service and they over filled my car on oil. They investigated my claim and denied it saying that it was my fault because “i waited 15,000 miles for an oil change.” However, that is completely false, I have an email copy of my receipt from my previous oil change at goodyear on 11/7/24 and my recent oil change at valvoline on 2/21/25 that proves i only waited the usual 7,000 miles. He went on to say i’m lying and they will be denying my claim. So i asked about their machines that check the oil pressure and he told me “i know my machines work we use them everyday nobody checks them.” I am really disappointed considering I had to go out and buy a whole new car because of their mistakes and they couldn’t take responsibility.

  Business Response

  Date: 02/27/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we’re
  certainly sorry to hear about any issues the guest has experienced with their
  vehicle. Our records indicate the guest initiated a claim with our Customer
  Care team on 2/22/25 that was forwarded to management for review. Our
  management stated after reviewing the video footage from the service it was
  determined the oil change was performed correctly and the oil level on the
  dipstick was shown to the guest after the service resulting in the claim being denied.
  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: 02/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I believe that your management team handle the situation completely unprofessionally. I have reports stating that your team did NOT preform the oil change service correctly. I am absolutely not satisfied with my service or the way my claim was handled. I should get a refund for the oil change service. My car was over filled and I have shown the report. I waited the proper amount of time for an oil change and i’ve shown proof of that as well. My car had an oil leak, that has proof as well, which has been shown. Valvoline has NOT taken responsibility for their obvious errors.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 03/03/2025

  While we empathize with the guest's situation, as previously stated, 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 - this is based on the fact that the oil change service was completed correctly. The oil level was shown to the guest and they agreed. We firmly stand behind the decision to deny this claim. This claim remains denied, closed, and no further action will be taken.

  Customer Answer

  Date: 03/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am going to continue to reject Valvolines responses until they get upper management involved again. You have faulty equipment, so there is no way the oil change was completed properly. Yes i confirmed the amount of oil, however i have reports the confirm valvoline OVERFILLED my car on oil. I am not a mechanic, I obviously will not know the correct amount. However, you are the mechanics and YOU made the error not i. I will not stop making complaints until I am refunded for an oil change I am NOT satisfied with.
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:02/27/2025

  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.

  Too whom it may concern,
  
  The reason the complaint is outside of a 1-year period is due to me not driving the vehicle often. Oil changes are recommended every 7,500-10,000 miles driven, the car in question was only driven 4,500 miles since the service occurred.
  
  On 8/12/23 I took my *** ** into Valvoline to get an oil change -- since then I have moved to Arizona and as mentioned before I barely drive the car therefore not necessarily needing an oil change recently. I decided it was time to get an oil change so I take my car in and the mechanic states that the oil plug is 100% stripped and cannot be removed. The car mechanic is a *** certified mechanic. He states that the previous oil change company is at fault for not leveraging the right tightening mechanism for my car.
  
  My car has an aluminum oil pan which requires a specific tightening tool in order to make sure you do *not over tighten the plug which leads to the oil plug being stripped.
  
  I since submitted a claim to Valvoline where they denied the claim immediately without doing any investigation to see if they are at fault or not. They stated they spoke with the *** mechanic and the *** mechanic provided video & image evidence of the plug itself, the *** mechanic is telling me that he did not provide them anything (images or videos).
  
  Valvoline is lying about what the *** mechanic shared with them and now I need to start submitting complaints and potentially suing Valvoline.
  
  I caught Valvoline in a blatant lie and this is the only remaining option.
  
  I hope BBB will take this complaint into consideration. I have ****** proof that Valvoline was the last oil change company and the *** Mechanic is willing to work with me on this process as well if he needs to get involved.
  
  I paid Valvoline $145.78 for the oil change service but the damages caused by Valvoline are $3,139.90.
  
  If only I drove this car more so I could have gotten another oil change within the 1-year period.

  Business Response

  Date: 02/27/2025

  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 the oil change service was completed over a year and a half ago. There is no way to prove that the vehicle wasn't damaged during that time period, or damaged by Cobblestone when they tried to remove the drain plug. If it was seized and stripped it would have been leaking oil for that year and a half. We stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. The claim remains closed, denied, and no further action will be taken. 

  Customer Answer

  Date: 02/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Everything they stated is proven inaccurate. The ****** report is a form of truth and the Oil pan can remain stripped without leakage. If there is not a resolution made within the next 48 hours, I will continue to ***** ***** ****** *****
  
  
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 02/27/2025

  Hello,
  We thank the guest for reaching back out to Valvoline. As previously
  stated, 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. 

• Initial Complaint

  Date:02/27/2025

  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 January 31st of this year, my car broke down on the highway. I was towed to the nearest mechanic **** ** **********), and they determined that my engine had seized because all of the motor oil had fallen out because Valvoline had not properly screwed the gasket back onto my oil pan at my last oil change. I filed a complaint through Valvoline’s claims department that evening. They said they would get back to me within two business days. They did not. I contacted them and they said they had denied the claim because I brought my broken down car to a mechanic to determine what the issue was. I have now had to pay for a replacement engine as well as rental cars and rideshares due to their negligence. I am owed the money I spent, dealing with the results of their error.

  Business Response

  Date: 02/27/2025

  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."  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: 02/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  No reasonable person on earth would go to the place that destroyed their car to get it fixed. I was broken down in the middle of the highway at 5:30 AM. To expect me to know instinctively that this problem was due to your negligence and respond by towing my car to your establishment— the people who destroyed the car— (at 5:30 in the morning) is unreasonable. But for the fact that you did not do your job properly, I would not have been broken down in the first place. The gentleman at *** who saw the problem firsthand contacted you that same day. This was 100% your fault. To deny the claim because I brought my car to a mechanic to determine the nature of the issue is unconscionable.

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

  Business Response

  Date: 02/27/2025

  Hello,
  We thank the guest for reaching back out to Valvoline, and
  we’re certainly sorry to hear this isn’t the outcome the guest was expecting.
  As previously stated, 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. 

• Initial Complaint

  Date:02/27/2025

  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 just put In a brand new engine. I took it to Valvoline, they talked me into getting a transmission flush. I had no problem pulling in, but had problems pulling out. The manager saw the tape and refuses to help me. They owe me a new engine

  Business Response

  Date: 02/27/2025

  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. The claim was originally started on 10/06/23 - the guest complained that his dealership told him we did a transmission flush and let the transmission run dry by completely draining the vehicle. We informed the guest that we do not do transmission flushes at any of our locations - we do a transmission fluid replacement, where we release old fluid and fill new fluid a little at a time. At the time our DVR footage confirmed the service was completed without fail. Fast forward to 8/30/24 the guest contacts our Customer Care team again stating that we put oil in his transmission instead of transmission fluid. The agent that spoke with the guest informed him that all of our calls are recorded and that it was never once mentioned that oil was placed in the transmission instead of transmission fluid.  We firmly stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. The claim remains denied, closed, and no further action will be taken. 

• Initial Complaint

  Date:02/27/2025

  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 am filing a complaint regarding vehicle damage caused by Valvoline at 4215 Montgomery Rd, Ellicott City, MD, on February 20, 2025. Valvoline has misrepresented facts, refused responsibility, and failed to investigate properly.
  
  Incident Summary:
  I visited Valvoline for an oil change. Technicians:
  
  Changed my cabin filter and checked AC filter
  Attempted a transmission fluid exchange
  Tried to change my brake light bulb (but didn’t have the part)
  Two technicians were under my hood, trying to access my transmission. They also offered a radiator fluid exchange, which I declined, stating I would go to ****** since I had no prior transmission issues.
  
  Vehicle Failure & ****** Inspection:
  On February 22, 2025, at 6:30 PM, while driving on I-95 South, my vehicle stopped running. I was stranded for five hours before towing it to ****** ***** *****.
  
  ******’s inspection confirmed:
  
  My transmission had only 0.5L of fluid left, causing total failure
  No external leaks or damage
  The likely cause: fluid loss due to transmission access while the car was off
  ******'s diagnostics' report: **************************************************************
  
  Valvoline’s Lack of Resolution:
  After multiple calls, store manager ****** denied my claim after "reviewing footage," misrepresenting services. I requested a corporate rep visit ****** to inspect the damage, but no one followed through.
  
  Request for Resolution:
  I demand:
  $6,500 reimbursement for my transmission replacement.
  Reimbursement for car rental fees and towing fees.
  A corporate investigation including ******’s findings.
  Immediate contact from a corporate rep.
  
  If unresolved, I will pursue legal action.

  Business Response

  Date: 02/27/2025

  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 team did not perform a transmission service on the vehicle because the transmission fluid cap was not accessible without removing the coolant tank, which we could not do. We have proof of this via DVR footage, and we invited the guest to come in and view the footage.  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 *************

• Initial Complaint

  Date:02/27/2025

  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.

  If you had a nickel for every time someone took their car to an oil change place and their car broke down after, you’d be a millionaire. I was unfortunately one of those people four days ago. My car was working perfectly until I took it to this location for a routine oil change and then 20 minutes later my car breaks down. $1700 later in damages, I find out that they clogged the oil filter. I then proceeded to file a claim, and they have denied it. I chose this place because they had a 4 star rating, but failed to read all the reviews, and now wish I had.
  
  To top it off, they also charged me over $100 to fill up my antifreeze and made it seem like my car would break down if I didn’t do it.
  
  To note, I also went to this business in person (after talking to them on the phone) and they wouldn’t even offer me a refund for what I paid them. They just denied any wrongdoing at all.
  
  The place that fixed my car was the local Honda dealership who didn’t feel comfortable telling Valvoline that they were the ones who messed up my car - so Valvoline used that excuse to deny my claim. Honda told me directly that they can’t do that because they have to protect themselves legally. (They said they are constantly fixing cars who get messed up at these kinds of places. So they clearly can’t get involved in every l case.)
  
  I’m really tired of these places hiring untrained mechanics who don’t even know how to change oil properly. This place and other Valvolines need to be held accountable. I am shocked they are not bankrupt yet as this is a long overdue lawsuit waiting to happen - and a class action lawsuit at that.

  Business Response

  Date: 02/27/2025

  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 Honda Dealership told our Customer Care team verbatim that the issue the guest is having is due to the fact they have waited too long between oil changes. ********* from Honda stated that she can not put any blame on Valvoline. We stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************.

  Customer Answer

  Date: 02/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I took my car to get serviced at the appropriate time. I did not wait too long in between changes. Furthermore, an oil filter doesn’t randomly get clogged and you know it. And certainly not 20min after I leave your facility. 
  

  So if you want me to keep bothering you, I suggest you pay this claim. My father will also be calling you until you pay this. So if you want a headache to deal with non-stop, then approve this claim and I will go away. Your choice. 
  
  
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 02/27/2025

  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 - this is based on the fact that ********* from the Honda Dealership told our Customer Care team  that the issue the guest is having is due to the fact they have waited too long between oil changes and that she can not put any blame on Valvoline. We firmly stand behind the decision to deny this claim. The claim remains closed, and no further action will be taken.

  Customer Answer

  Date: 02/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: no. The Honda technician himself told me that he recommends that people wait til their oil percentage is at 15% to replace their oil and that is what I did. If there was something wrong with my car prior to going to your business, my car would have already broken down. But that’s not how it went. 

  Furthermore, I know many people have had this happen to them, so I know I have a case here. Your technicians are constantly messing up people’s cars and you have to take responsibility. This is why I went through the BBB. You have to stop this and start hiring technicians who know what they’re doing. Your negligence has hurt thousands of people.   

  The least you could do is refund what I paid at your establishment. Including the $100 or so dollars you charged me to fill up my anti-freeze. 
  
  
  Thank you,
  
  
  
  **** ********

• Initial Complaint

  Date:02/26/2025

  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.

  My wife’s car was taken to the Valvoline named in the complaint forca routine oil change. Their technician broke something trying to remove the oil filter and we were told that they would send the car to a *** **** for the repair; Valvoline had our vehicle, a **** ***** * ***** wagon towed to the *** **** nearest our home. We were phoned the next day by the *** **** to pick up the car. Upon driving, the vehicle was smoking from the engine. I opened the hood, looked at the ground and saw that the radiator was spilling all it’s coolant. I initially thought that perhaps *** **** had further damaged it but after talking with them, now suspect that the initial damage done at the Valvoline shop was greater than what the people at Valvoline told me. Regardless of where the radiator was damaged, our contract was with Valvoline. They chose to send the vehicle out for repair. Our vehicle did not have a busted radiator when it went to Valvoline for an oil change, but now it does and the estimated quote from *** **** to fix it is $1500. We will be bringing the ***** (without being repaired) back home until this is resolved.

  Business Response

  Date: 02/27/2025

  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.