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

  
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  Valvoline Instant Oil Change

  154 Franks Dr Madison, IN 47250-2462

  
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  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:02/26/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my Porsche Cayenne into Valvoline in Issaquah WA recently for an oil change. About two weeks later, a message appeared that the oil pressure was low. I was traveling at the time and took my vehicle into the Valvoline in Couer d'alene, ID. I was told by the staff at the Idaho Valvoline that the Valvoline in Issaquah did not correctly install a gasket when they changed my oil causing oil to leak all over my engine. They told me to immediately file a claim with Valvoline and tried to fix the issue. About thirty minutes later while driving the engine completely stopped working on my vehicle and I had it towed to the Porsche dealership in Spokane, WA. I was also told by Porsche that the gasket was incorrectly installed causing the oil to spill all over my vehicle, and my engine to fail. The damage was estimated at approximately $39,000. I filed a claim immediately which was initially denied as the manager told me they did nothing wrong. I asked to please check with ***** (the staff member at the Coeur d'alene location) who initially told me that it was Valvoline Issaquah's fault for the damage but have not heard back despite following up multiple times. I cannot get anyone at Valvoline to respond and if I do not receive a response this week, will be hiring counsel to bring legal action.

  Business Response

  Date: 03/05/2025

  Our records indicate the guest started a claim with our management team through our Customer Care team. Management thoroughly investigated the guest's concerns and reviewed video footage of their service. The video footage confirmed that all aspects of the service were performed correctly. Based on these findings, management has denied the claim. If the guest has any other questions regarding the claims process, our Customer Care team would be happy to help at *************

  Customer Answer

  Date: 03/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this is NOT what was told to me. The video footage from the Idaho location clearly shows and states that I was told to file a claim and that this was Valvoline's fault. I was told by customer care last that you were still investigating the video footage and would contact me once this is done. I have reached out 4 times with no response. I have not heard follow up since the latter video was reviewed and am still awaiting communication. 
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 03/07/2025

  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:02/25/2025

  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.

  On 6 February 2025 I took my car for an oil change and was sold an engine flush. After I left the engine started knocking. I called the next day and they sent someone out. I called again and was told my car had a preexisting condition which is absolutely false (as a matter of fact the area manager ******* ******* tried to buy it and gave me his card in case I changed my mind). I called corporate and was instructed to get a diagnostic from a licensed mechanic. I did so and the car needs an engine and the engine was damaged by the flush. I called valvoline corporate back and again they continued to say my car had a preexisting condition. My mother said something in the background about taking them to court and they used that as an excuse to end the call and hung up and now they refuse to communicate with me at all.

  Business Response

  Date: 02/26/2025

  Our records indicate the guest had a claim through our Customer Care team, with our upper management team. Management reviewed both the diagnostic sent from the 3rd party repair facility and the video footage from the service with Valvoline. The diagnostic does not indicate the issues experienced were related to the oil change. The video footage also verifies all aspects of the oil change were correctly performed. Based on these findings, the claim has been denied and no further action will be taken.

• Initial Complaint

  Date:02/25/2025

  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.

  On December 28, 2024, my husband and I took our 2018 Land Rover Discovery to the Valvoline shop on 301 in Riverview, FL, for a radiator flush. The service was completed in 45 minutes, and we were charged for 9 quarts of coolant before leaving.
  
  Less than four miles later, while merging onto the interstate, our vehicle suddenly overheated. We called the shop, and the manager, *****, told us to return. However, before we could make it back, the vehicle overheated again, began smoking, and the engine shut down, leaving us stranded.
  
  We requested a mechanic, but ***** refused, saying he needed to “start a paper trail” before submitting a claim. He provided no assistance and even suggested the issue predated our visit. Upon inspection, we found the coolant compartment completely empty—coolant had not been added. We documented this with photos.
  
  Our vehicle was towed to the Land Rover dealership, where the service manager confirmed the engine had locked due to burnt pipes—directly caused by Valvoline’s failure to add coolant. When we informed Valvoline, Regional Manager ***** promised to investigate but later falsely claimed their shop manager was told by a Land Rover mechanic that it didn't need an Engine replacement and there was nothing wrong. The Land Rover service manager confirmed this was untrue statement and that he spoke with *****.
  
  We pursued legal action, but Valvoline denied any wrongdoing. They even falsely stated that ***** had added 3 qts coolant to our vehicle after it broke down, despite the fact that the vehicle was unattended and locked, plus it had already been towed. He even called and asked why we left already after 3 hours later.
  
  Valvoline’s severe negligence caused catastrophic engine failure, leading to significant financial loss and stress. Their dishonesty and refusal to take responsibility are unacceptable. We demand immediate action from Valvoline to cover the damages caused by their improper service.

  Customer Answer

  Date: 02/25/2025

  Currently in talks with lawyer to file a lawsuit 

  Business Response

  Date: 02/25/2025

  We are in receipt of this guests claim and apologize for the frustration felt throughout the claims process. Currently the guests claim is on hold. This is due to the fact that the guest has already attained a lawyer - when this happens our Customer Care team can no longer assist and our legal team takes over. Because the claim is pending and under investigation, this 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:02/24/2025

  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.

  2/8/25 we visited the Valvoline at 24311 Southwest Fwy in Rosenberg TX for an oil change & transmission fluid replacement on our F250. Days later we noticed issues with the transmission. We took the vehicle to a mechanic who sent us the attached videos/photos of our truck without any fluid. I reached out to the store with no response. I then contacted customer svc who also reached out with no response. They suggested I show up to the store. I showed up & both managers were conveniently off. A tech called ****** (manager) & ****** told him he had received an email from customer care & that he would be contacting me the next day after reviewing camera footage of the svc. I received no call all day, so I showed up to the store again. A second manager (******** told me ****** was on his way to meet my mechanic and inspect the truck. I showed up and surprised ***** and his tech that worked on my truck. He & his tech both admitted that the machine that serviced my vehicle was "acting funky" and it was apparent it didn't refill my truck's fluid. He said there was also no camera footage from the side it was serviced on. He even admitted to having a mechanic check on the machine the next day bc it may have been a "wiring issue." This was all said to and in front of two mechanics, myself, my sister and my brother-in-law. We waited hours to hear back from his area manager. I left and was told he would reach out next morning. ****** reached out on 2/21 and denied my claim due to "reviewing footage and everything was working." He denies the machine was worked on the next day & ******** story now changed. I showed up to the store to speak to ****** and ******* lied and said he was not there when ****** was standing in front of me. I went FB live to record the whole ordeal and it has since gone viral. You can see that both men are clearly lying and have two different stories.

  Business Response

  Date: 03/09/2025

  Thank you for reaching out, ******** am sorry to hear about your experience, and I hate to see you are experiencing an issue with your vehicle. I can understand the frustration this may have caused. I was able to locate your claim and have forwarded this feedback to management. If you have retained an attorney, all communication should be completed in writing to our legal department at *** ********* **** ********** ** *****
  
  
  

• Initial Complaint

  Date:02/24/2025

  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 2-20 I noticed my steering in my car was not operational. I called around to find a mechanic who was open to looking at it. I found ******** **** in Holland MI had time, so I had my van towed (and had to pay for towing) as I didn't wish for further damage to the van to occur driving it the 10 miles, the mechanic looked at it, had me come out to the shop and pointed out the problem was the hose on top of the filler unit was off causing the fluid to pump out all over the engine. He told me the clamp was still ON the hose which lead him to believe someone must have pulled it off as no way would it still have the clamp on it and just fall off by itself.
  I think that Valvoline employees might have pulled it off during fill up a month earlier, which the mechanic said even if they only had it come off enough for fluid pressure over the course of a month would have definitely made it fall off completely.. this cost me time and money due to this happening! NOT happy.

  Business Response

  Date: 02/24/2025

  We are sorry to hear that this guest experienced an issue with their vehicle after service. A claim is needed in order to further address these concerns. We do not have any record of a claim associated with the name and information provided. Please contact our Customer Care team at ************ to start the claims process and receive further guidance.

  Customer Answer

  Date: 02/26/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they have all the info needed to make a decision, why do I need to explain this ad nauseum?
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 02/26/2025

  As stated, we do not show a record for a claim under the guest's name or have any information in our systems under the guest's name, regarding a complaint of any kind. We advise they reach out to Customer Care for any questions regarding a claim or concerns with their service, so we can further investigate. We are unable to assist with starting a claim via BBB. Customer Care can be reached at *************

• Initial Complaint

  Date:02/20/2025

  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 for a battery replacement on 2/16/2025 because Valvoline told me my battery was failing during my visit on 2/2/2025. They only had the most expensive battery supposedly for my vehicle in stock. They replaced my battery and then the car would not start. No one spoke to me. Then they put my old battery back in and the car still did not start. After hours of waiting, they decided to tell me that the car not starting was not their issue and they followed procedures on changing out the battery. I was left with an inoperable vehicle. I then received a call from the shop apologizing and telling me they would help with a tow to a mechanic. Then a manager called me to tell me they were not at fault and would not assist. The car was then towed to Honda where they completed a disgnostics and stated the battery Valvoline put in was not the correct battery for my car and that it short circuited the vehicle. I paid for towing and diagnostics from Honda. Even with proof they did something to my car, they refuse to accept fault and have denied my claim. "We followed proper procedures" is the response I received, even though no on can prove that to be true. What I can prove is that my car was running fine when I got there and after THEY messed with the battery, it no longer worked.

  Business Response

  Date: 02/20/2025

  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. Our upper management team holds the final decision regarding claim outcome. 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: 02/21/2025

   
  
  Complaint: ********
   
  
  I am rejecting this response because: Hi, received a call from the area manager Gabby who is now looking into the claim. I will wait to hear back from her before I agree to close the complaint.
  
  
  
  Sincerely,
  
  
  
  ****** ***

  Business Response

  Date: 02/21/2025

  Hello,
  We thank the guest for reaching back out to Valvoline. We do
  see the area manager is handling this claim going forward.
  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:02/19/2025

  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.

  On 2/4/2025 I went to get my oil changed..I then noticed within the next few days my car started to make a knocking sound and became more louder…on 2/7/2025 coming home from work my car then stalled on me and wouldn’t drive over 25 mph..I called my mechanic because he was supposed to do my brakes on 2/8/2025 and asked if he would look at the problem then!..he advised me that he hear the noise but couldn’t determine exactly what the issue was because NO check engine light was on he checked my oil and added 3 quarts of oil to my car and told me to go back to Valvoline to have them look at it..as I was on my was to vavoline my check engine light turned on.. they checked my oil dates it was clean and no leaks I told them I had to add oil to my car and it was not making this noise previously to me getting my oil changed they plugged my car up and diagnosed it with a code. I told my mechanic what code it was he stated that couldn’t be correct because my car wasn’t over heating (code attached)..that it may be something else such as a timing chain. Valvoline allowed me to leave with NO resolution…I contacted their customer service line in which I submitted a complaint they had someone come and look at my car and did the same thing..checked oil line and stated oil was full at that time..I turned my car on and advised him it wasn’t making this sound before my oil change and it had become extremely louder than before! when I got my oil changed my car was NOT making that sound before and there were NO lights on my dash (or services would have been denied) Now they are trying to deny my claim stating the timing chain drained my oil that’s why I had to add more oil without even actually getting someone professional to come out and look at it to even see if that’s/what’s actually wrong with my car

  Business Response

  Date: 02/20/2025

  Our records indicate the guest reached out to our Customer Care team to start a claim with our upper management team. Management reviewed the guest's claim and concerns. Video footage of the guest's service with us was reviewed and confirmed that all aspects of the service were performed correctly.  Management holds the final decision in the claims process and has denied the claim based on these findings. The claim will remain closed and no further action can be taken.

  Customer Answer

  Date: 02/20/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
    No throughly investigation was done to see the problem of why my car is making the noise it’s making after getting an oil change..they NEVER examined the car completely..just checked my oil to make sure it was full in which I advised I added oil and there was no leaks..they provided me a code that had NOTHING to do with the noise my car is making.
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 02/20/2025

  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 timing chain  went out, which has nothing to do with our service. Management also reviewed the service from the DVR footage - the service visit was completed correctly. We also rechecked everything when the guest came back to the location - both the oil filter and drain plug were torqued to spec with no leak. 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 800-327-8242. This claim remains denied, closed, and no further action will be taken. 

  Customer Answer

  Date: 02/20/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Again NO investigation was done!!..it was assumed that the timing chain was the issue!..Valvoline didn’t check!..going off word of mouth!..I’m not sure it’s the timing chain!.. you guys didn’t check to see if it’s the timing chain when originally yall gave me a code for cram shaft cooling sensor!. All I’m asking is to do an  FULL investigation and checking cameras and oil and to see if it’s a leak is not it! When my vehicle was NOT making that sound before my oil change was completed or my services would have been denied. So at this point if nothing can be done and you guys are standing in your decision…I have no other reason then to contact a lawyer! 
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:02/18/2025

  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.

  Complaint Summary: This complaint concerns negligence by Valvoline Instant Oil Change in Bend, Oregon, resulting in significant damage and expenses, and their subsequent failure to honor promised reimbursement. I filed a claim with Valvoline Customer Service at the time of the incident but they are still refusing reimbursement. Please see attached document for detailed account.

  Business Response

  Date: 02/19/2025

  Our records indicate the guest started a claim through our Customer Care team, with our upper management team. Management investigated thoroughly and spoke with the mechanic at **** **** *****, where the guest took the vehicle for a diagnostic. The mechanic stated the diagnostic results indicated the issues were unrelated to the oil change performed by us here at Valvoline. Due to these findings, the claim has been closed. No further action can be taken.

  Customer Answer

  Date: 02/20/2025

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

  Thank you for the opportunity to address Valvoline's response regarding my complaint. Valvoline is now claiming that they are not responsible for reimbursing the diagnostic cost because the damage to my vehicle was not caused by the oil change. However, this contradicts the agreement we previously discussed.

  The issue arose because Valvoline failed to properly reinstall the seal after the oil change. This negligence directly led to the warning lights on my dashboard and made the diagnostic necessary. If the seal had been properly secured, I would not have needed a diagnostic in the first place.

  Multiple Valvoline employees, including ***** (the manager) and ******* *a customer service representative), specifically advised me to get the diagnostic. They assured me that Valvoline would cover the cost. Since their own employees directed me to take this step, it is only fair that Valvoline honors their commitment and reimburses me for the diagnostic cost.

  Additionally, Valvoline has not reimbursed me for the oil change itself, despite the fact that it was improperly performed. I also have photos of my driveway and the cars parked outside, which further support my claim. I am happy to provide these photos if needed.

  Thank you for your continued attention to this matter.

  One other important detail I’d like to add: I also spoke with a Valvoline customer service representative named ****, who clearly stated that Valvoline would cover the diagnostic. He also explained that if the car required repairs, I would need to wait for Valvoline’s approval to ensure they would cover the repair costs.

  **** specifically instructed me to have the diagnostic performed, then upload the invoice to a designated email, after which Valvoline would cover the cost.

  I also contacted my mechanic at **** ********** who was shocked that Valvoline is now refusing to cover the diagnostic. He mentioned that he’s had other customers face the same issue with Valvoline, and in those cases, Valvoline did pay for the diagnostic. Additionally, he informed me that oil had to be cleaned from the engine and belts, further confirming the extent of the issue caused by Valvoline's service.

  It is extremely frustrating that Valvoline is denying responsibility despite clear instructions from their own representatives and confirmation from my mechanic. Their refusal to honor their commitment reflects a concerning lack of accountability for their negligence and the resulting inconvenience.  

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

   

  
  
  
  
  

   

  Business Response

  Date: 02/20/2025

  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 diagnostic performed on the vehicle concluded that VIOC was not responsible for the dashboard light and that it was not related to anything from the service performed. This information came directly from **** **** *****. We ask our guests to complete a diagnostic to confirm if we are at fault for any issues a vehicle is experiencing. We cover the cost of the diagnostic and repairs ONLY if we are at fault. This was communicated to the guest more than once. 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 ************.  The claim remains denied, closed, and no further action will be taken.

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/4/2025 I stopped at this location for an oil change that went well but immediately after I felt a scraping under my truck but because I had a pretty tight schedule I couldn’t return immediately. I returned on 2/17 and explained what my issue was. Immediately I was unpleasantly greeted by ******* who after I explained again what happened she proceeded to say “are you sure it was here?, I must not have been here it must have been on a Saturday?” I then told her it was this location and she was present because she broke something on a white truck and pointed out each individual that was present that day. Then she goes on to say we don’t touch that we didn’t do it. After several minutes going back and fourth she then made up a lie that she watched the footage from that date and it didn’t show. St this point I’d been there for an hour. As she kept insisting on what they “don’t do”. Heated words were exchanged and I asked for her manager, she said no she would not be providing me with that information as it was not needed. I demand it for that information again and she said no. She then got on her phone and was speaking with someone by the name of ***** Who I could hear on the other end tell her to tell me we’re not doing anything and to have a great day. Extremely furious at this point I pretty much lost it and started yelling that I wasn’t going anywhere until it was fixed. She ignored me andI proceeded to call customer service. I spoke with ***** who took my statement after I explained what happened and he said that I would be receiving a phone call within 2 to 3 days from her manager. Ultimately, this needs to be resolved. I didn’t have this issue before I went to Valvoline. Nothing was cracked and there wasn’t an issue now Ihave a plate that’s scraping under my vehicle that I didn’t do. I’m completely dissatisfied. I’ve been coming to Valvoline for almost 20+ years now I’ve never had a problem. This is the only location where there’s an issue.

  Business Response

  Date: 02/18/2025

  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 in question does not have a skid plate. A plastic piece of his cooling fan was broken and that’s the noise he was hearing. We do not go near that part of the vehicle during our oil change services. The damage to the guests vehicle is considered pre-existing. All that said - this guest was extremely hostile at the service center, using fowl language directed toward the store manager. They would not leave so the police were called to escort the guest off the property. We firmly stand behind the decision to deny this claim. This claim has been closed an no further action will be taken. 

• Initial Complaint

  Date:02/13/2025

  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.

  I went to get an oil change and tire rotation. When they were changing the tires, they damaged the bolt and a nut that holds the tire in place. They stated that they were not responsible for the damage according to their policy, which was not shown to me. They told me to call Valvoline customer service. They also ignored me, even when I informed them that this could put my life and my vehicle at risk.

  Business Response

  Date: 02/13/2025

  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 the
  vehicle regarding the tire studs. Our management team has stated the lug nut
  was difficult to remove upon performing tire rotation therefor our management team
  has denied the claim. Our management team stated this is wear and tear and
  recommends the guest to reach out to the last company that performed the tire
  rotation on their vehicle as they would be responsible for the overtightened
  lug nut that was damaged. Our managements team makes the final decisions on claims,
  and we stand behind our management team’s denial.
  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: 02/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  It seems absurd that a company dedicated to vehicle service does not realize that the damage was not done when removing but when trying to put the bolt back into the bolt using force. This response leaves a lot to say about the lack of training of its service team.
  
  Sincerely,
  
  
  
  ********* *****

  Business Response

  Date: 02/14/2025

  Hello,
  We thank the guest for reaching back out to Valvoline, and
  we understand this is not the outcome the guest was expecting. As previously stated,
  our management team at the location makes the final decisions on claims and the
  denial still stands.
  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.