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:02/04/2025

  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 got my oil changed here on 1/28/25. I didn't drive my car much for a few days, but the next time I worked, on 2/1, in the parking lot where I parked my car, all of the oil in my car leaked out of the engine. I had a mechanic look at it. He determined the oil was overfilled and the dirty oil was not pulled out all the way, and this caused the oil pressure in the engine to make it pump all the oil out the side of the engine through an overpressure valve. The overfill ruined two components that now have to be replaced.
  I alerted Valvoline, it seemed like they were going to address it and do the right thing, their manager came out to look at it where I had it parked, and told me to get a mechanic to take a look at it and get back to him. Once I started calling their customer care center with questions about invoicing from my mechanic, the assistant manager Matthew called and is now trying to say they "reviewed their tapes and determined they're not at fault."
  A random unqualified retail employee reviewed their tapes and determined that my certified mechanic who's worked on cars for 40 years was wrong and that the damage was caused by overfilled oil. So they are trying not to refund me for the unsatisfactory service but also trying to stick me with the cost of the repairs due to the damage they caused to my car by overfilling my oil. I have to have my cam position sensor and my timing solenoid replaced by a mechanic because both of these components got drowned with oil and fried because of the damage Valvoline did to my vehicle by overfilling it. I've never had a single check engine light code, and after my "quality oil change", yep, check engine light and 4 engine codes. I'm willing to pay the 20 or 30 dollars for my back wiper that was replaced properly and satisfactorily, but I absolutely should be refunded for the oil change, and they should pay my repair bill for the two components they damaged in my car.

  Business Response

  Date: 02/04/2025

  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 after an investigation and review of the DVR recording - the oil change was preformed correctly without error. We stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************. This claim remains denied, closed, and no further action will be taken.

• Initial Complaint

  Date:02/03/2025

  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.

  On 1/21 I went to valvoline to have my oil changed and serviced. No issues were reported to me and all seemed well, was out fast. On 1/24 my engine began stuttering and I was forced to stop out of nowhere. Threw multiple check engine codes. I went to *** to find out what was wrong, and they told me my engine valves and pistons had sustained significant damage from LOW OIL VOLUME due to a leak from an improperly tightened filter. Less than 3 days after having my oil changed by valvoline the low volume has damaged my car so bad that I need an entirely new engine. I still need to call Valvoline myself and ask for the number to their insurance company, and I have alerted mine, but I intend to have the engine replacement covered entirely by valvoline as this is clearly an issue they caused.

  Business Response

  Date: 02/03/2025

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

• Initial Complaint

  Date:01/30/2025

  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.

  Went for an oil change. Immediately after leaving the vehicle made noises and wasn’t operating properly. Brought to a mechanic and was advised the issue was due to a faulty oil change and the cap was left loose thus draining all the oil. Repair took several weeks and I had to get a rental which cost approximately $3000. Valvoline is refusing to take responsibility despite the mechanics report. want to be reimbursed for the rental.

  Business Response

  Date: 01/31/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we
  apologize for any issues the guest is experiencing with their vehicle. Our
  records indicate a claim was started by the guest on 6/5/24 stating their oil
  cap was left loose during service at Valvoline on 5/31/24 resulting in loss of
  oil. Our management team started an investigation and attempted to contact the
  mechanic where the guest stated the vehicle was at several times with no success.
  Our management team was finally able to get in contact with the mechanic on
  6/17/24 who stated it was not the oil cap that was loose but that the drain plug
  was loose and that repairs had already been completed. Our management team stated
  after reviewing the DVR footage it confirmed both the oil cap was tight and the
  drain plug was torqued to 24lbs. Please note it also states on our invoice if
  repairs are required this must be approved by Valvoline first because we need
  the opportunity to review the vehicle before repairs to confirm any damage. Our
  management team has concluded since the DVR footage confirmed everything was
  performed correctly and given repairs were done before our team could inspect
  the vehicle that this claim has been denied, and we stand behind our management
  team's decision.
  Please 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. 

  Customer Answer

  Date: 02/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I apologize I used the wrong term, it was the oil plug not the cap. This issue occurred within minutes of leaving the Valvoline store and they are denying responsibility. It was brought immediately to the closest mechanic where I was due to the vehicle having major issues as a result of the faulty oil change. The mechanic was very busy and took a few days to get back to me on what the problem was. Once he advised me it was due to the faulty oil change a claim was made with Valvoline. I advise the mechanic that Valvoline may contact him. It is clear that the issue was caused by Valvoline however they do not want to take responsibility. The next step in this case is to seek damages in court since a proper resolution has not been made.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 02/03/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Our records indicate the management team reviewed the services you received during your visit and denied your claim. This denial is due to the fact that the 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 firmly 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:01/30/2025

  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 did just about $500 worth of services, oil change, radiator flush, transmission flush, etc. got on the highway got to tip city exit car over heated
  Called them they said they forgot to put in the antifreeze and they are sending ****** out to do it
  ****** put the antifreeze in my car revving the engine into the max says he’s bleeding it through when I leave he then text me asking to
  take my car to the car wash. I tell him no something is wrong with my car. No one is touching my car took my car to automotive told them I had went to Valvoline and I think my transmission is messed up. I don’t know what’s wrong with my car but I it’s my transmission. The man drove. It said he went around the block did not go on the highway, but nothing is wrong with my transmission. Never once. Did Valvoline say anything to me about checking for my head gasket now my head gasket is blown. May car has overheated a couple of times since then now it does not hold antifreeze at al!! I have several video recordings of them admitting to messing up my car, but they have said a claim to fix it has been denied. I NEED HELP PLEASE!!! I am unable to add the video recordings of them admitting their guilt. Is there any way I could send them to an email?

  Business Response

  Date: 01/31/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we
  apologize for any issues the guest is experiencing with their vehicle. Our
  records indicate the guest received service on 8/19/24 which included an oil
  change, several light replacements, cabin air filter replacement, transmission
  fluid replacement, radiator fluid replacement, and wiper replacements. The
  management team of the location where the guest received service contacted our
  Customer Care team on 1/23/25 stating the guest was experiencing issues with
  their vehicle overheating and their head gaskets went bad. Our management team
  stated after their investigation due to the service being 5 months ago and the
  guest also receiving additional services at another Valvoline on 11/7/24 and 11/8/24
  but didn’t express any issues with the vehicle the claim is denied. Please note
  the guest has contacted our Customer Care team several times using foul
  language, yelling at our employees, and threatening to ram her vehicle into the
  building putting our employees and guests inside the service center in danger.
  We will no longer be speaking with this guest as the denial has been
  communicated several times, and we stand behind our management team's decision.
  Please 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. 
  

  Customer Answer

  Date: 01/31/2025

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

  I have on recording Valvoline admitting to not putting the antifreeze back in my car immediately after I left there my car over heated and they sent ****** to put it in not informing me what that done to me head gasket… if they would have told me what their mistake could have done to my car I would not be in the predicament I am in…. I never had issues with my antifreeze before that now it does not hold antifreeze at all. They admitted to messing it up they need to fix it. I called as soon as I left got on the highway and my car overheated when they sent him to put the antifreeze in my car he should have told me the negative impact of their negligence would have on my car not let me drive off and see how long it would take me to realize what they did… I have also included the text messages between me and ******le who they said to put in the antifreeze letting him know immediately there was something wrong with my car. I’m not a big car person so I thought it was something with my transmission, however it was not. I now know it’s the head gasket. Why did he not say anything about it then that is the whole reason why I went and paid $500 for them to service my car they are supposed to be the professionals
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 02/03/2025

  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 - the original date of service was August 19th 2024, the guest has returned to Valvoline multiple times following this service with no complaints about her vehicle. The guest has also displayed hostility toward our team, even threatening to do physical harm by ramming her vehicle into our service center building. We firmly stand behind the decision to deny this claim. The claim is closed and no further action will be taken. 

  Customer Answer

  Date: 02/04/2025

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

  of course I am upset and irate. I have several recordings of you admitting to not putting antifreeze back in my car. Why on 8/19 when you failed to put the antifreeze back in my car after I paid you guys $500 worth of services was I not told that that could blow my head gasket I never had issues with my antifreeze now it does not hold antifreeze at all because of your services of course I am irate. I am beyond right you all ignored me over a week and then had someone tell me you’re not going to fix what you broke. I did not do the service and forget to put in the antifreeze Valvoline did Who would not be irate. How are you going to just break my car let me drive off knowing it was going to blow my head gasket and then refuse to fix it who would not be IRATE. ON 8/19 when Valvoline failed to properly service my car that I paid them $500 for if they would have told me that was going to blow my head gasket it would have been fixed way sooner you guys let me drive off, knowing what it was going to do to my car and then said **** me
  and yes, I did tell you guys something was wrong with my car more than once acting like I never said anything about my car when I definitely did immediately I didn’t know at the time that my car wasn’t going to hold antifreeze. I didn’t know what was exactly wrong with it but you guys knew what was gonna go bad with it you knew it when you sent ****** out to put antifreeze in my car after not putting it in and let me drive off and it overheated on the highway. Why did you not tell me then what it was going to do to my car because you guys did not want to fix what you broke. I have several recordings of you guys admitting to messing up my car. It will not let me add them on here. It is not right. What you guys are doing to me you broke my car. How do you expect me to be happy, go lucky and you’re refusing to fix what YOU BROKE??????? 
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:01/30/2025

  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 claim (Claim Number: ******** regarding a transmission service that took place at your Owensboro, KY location on January 23, 2025.
  
  During my initial visit, I was there for an oil change, and my vehicle was operating perfectly, with no service lights illuminated on the dashboard. However, after being reassured by your attendant that your certified mechanics would provide a quality transmission service, I reluctantly agreed to proceed with the service. Unfortunately, shortly after driving home—just 46 miles—my car began to smoke, the check engine light illuminated, and transmission fluid exploded all over the engine.
  
  The following morning, I contacted Valvoline immediately to report the issue. ***** the regional manager, was sent to assess the situation. However, I believe that my concerns have not been adequately addressed, and the damage caused by the transmission service needs to be recognized and rectified.

  Business Response

  Date: 01/31/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we
  apologize for any issues the guest is experiencing with their vehicle. Our
  records indicate the guest started a claim with our Customer Care team on 1/23/25
  regarding concerns with the transmission and the vehicle smoking. Our
  management team inspected the vehicle and then had the vehicle towed to *** ***** ****** in Owensboro, KY for further inspection as we are only a
  preventative maintenance shop and not certified mechanics. The mechanic at the
  dealership informed our management team that there were metal shavings in the transmission
  confirming the transmission had issues before the transmission service was performed.
  Our management team contacted the guest to inform them of what the mechanic at
  the dealership stated and to confirm the claim had been denied. Our management
  team did approve a refund for the transmission fluid replacement service that
  was performed at Valvoline as well as agreeing to reimburse the guest for the
  rental fee from 123/25-1/30/25 once we receive a finalized invoice from the
  guest. Our management team considers this closed, and we do stand behind our
  management team’s denial decision.
  Please 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:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went for an oil change at Valvoline, employee said I should get transmission serviced. I did. During transmission service oil leaked all over ground and dripped from truck. Employee saidvthis has never happened before. He said all was good and I drove away. Less than 1 block away my truck would not shift properly. Immediately called the store. They told me to have a mechanic evaluate before Valvoline would authorize repairs. I did as I was instructed. Mechanic gave estimate at approximstrly &2,O00. Valvoline never attempted to call me to resolve. They just said no. My truck is still being repaired after 2 months. Vslvoline said they had a their own mechanics report but I I wanted to view that report si woukd need a court order. Going to pursue to small claims court once truck is repaired. Please assist.

  Business Response

  Date: 01/30/2025

  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 mechanic that completed the diagnostic advised our team it was a service failure that was not related to the service that was done at 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 ************* This claim remains denied, closed, and no further action will be taken.

  Customer Answer

  Date: 01/30/2025

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

  The estimate states that it was low transmission fluid and it could cause the gears to slam into each other.

  In the pictures tgst is transmission fluid all over the ground.  They said they fid not know whst was wrong.

  Valvoiline also said on a redorded telephone call that their mechanic said they were not at fault.  They refused to provide those findings.

  I still am without a truck that they wrecked.

  Business Response

  Date: 01/30/2025

  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. The mechanic that completed the diagnostic advised our team it was a service failure that was not related to the service that was done at the service center. We firmly 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 ************. This claim remains denied, closed, and no further action will be taken.

  Customer Answer

  Date: 02/03/2025

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

  In a verbal conversation with the mechanic working on the car, he told me, “ what Valvoline is telling you (being me) is not what I told them.”  Suggested we shoukd persue in small claims court.

  Valvoline your personell both said that your mechanic reviewed the vehicle and you dod not cause this.  Please provide those documents.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 02/04/2025

  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 multiple times. We firmly stand behind the decision to deny this claim. The claim remains closed, and no further action will be taken.

  Customer Answer

  Date: 02/04/2025

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

  
  Your refusal to fix the damage your shop caused , even according tobthe mechanic, has now dictactrd the next action. You have left me with no choice. I am filing a small claims case. 

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

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my oil change at Valvoline January 17 when I got my car halfway home I heard a big knocking sound and the car stopped moving so Igot out of the car look in front of the car didn’t see anything so then I looked behind the car and I saw a lot of oil coming the car And I and I called Valvoline and I told him what happened to my car so they had a wreck truck to pick up the car and they looked at the car andthey told me they don’t see anything wrong with my car but my car is leaking oil like crazy they did something to my car and won’t own to it they said it’s not responsible for what they did to my car so that’s why I’m filing a complaint that was my only transportation to getting back-and-forth to work now don’t have a car and it cost me money to rent a vehicle car $577 and that the Rent-A-Car for a week I don’t have that money I needfor them to fix my car that they broken so if you can help me please do so thank you so much

  Business Response

  Date: 01/29/2025

  Hello,
  We thank the guest for reaching back out to Valvoline, and
  we apologize for any issues the guest is experiencing with their vehicle. Our
  records indicate a claim was filed by the guest on 1/17/25 and after our
  management team’s investigation which includes inspecting the vehicle and
  reviewing the DVR footage from the service the claim has been denied. Our management
  team stated the vehicle did not have leaks prior to service, but the engine did
  throw a rod after the oil change which was not related to the service. The
  guest spoke with our management team and stated she had concerns about not
  being told about the rod going through the engine, but our management team
  advised the guest this happened after service. When a connecting rod, which
  connects the piston to the crankshaft, breaks or detaches from its mounting
  point, this is typically due to extreme stress caused by factors like
  over-revving, lack of lubrication (oil starvation), worn bearings, engine
  modifications that exceed the stock components' capabilities, or excessive
  sludge buildup in the engine, leading to significant internal damage. We do
  stand behind our management teams denial decision.
  

  Please advise the guest that no further action can be taken
  via BBB regarding claims. For further assistance, please contact our Customer
  Care team at 800-327-8242, as all claim communication is through our Customer
  Care team only. 

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday, 1/4/25. I took my car into a Valvoline in Lee's Summit, Missouri. During the service a young lady broke my oil dipstick. She then tried to drill a screw into it in order to try and remove the stick. It didn't work and now my dipstick is stuck in the tube. I've reached out to Valvoline with 10 calls after claim was filled. To no avail I have yet to speak with anyone and I keep getting told someone will contact me. It's coming up on one month and the company hasn't done anything to rectify the situation.

  Business Response

  Date: 01/29/2025

  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 approved the repair on your vehicle. We apologize for the delay in response from the Upper Management team. All communication should be made through the original claim with Valvoline - our Customer Care team is more than happy to assist. We want to advise this guest no action can be taken via the BBB. The BBB has been closed, and no further action will be taken. 

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/8/24, I had my car serviced the Valvoline location in Robinson, PA. This included an oil change and new oil filter, I had our cabin air filter replaced and my tires rotated. The tires were not touched after this service.
  
  On 1/20/25, I took my car to BJs Wholesale to have new tires placed on my car. Within 30 minutes, the shop manager informed me that lug nut on one of my wheels was stripped. Upon further investigation, he discovered that 3 of the 5 studs on the left front tire were stripped and 1 of the studs on the front right tire was stripped. He also pointed out to me that one of the studs that was stripped had one completely different lug nut on the stud that was obviously placed there because the previous lug nut was ruined. He asked if I had my tires rotated recently and indicated that I had them rotated at the Valvoline Instant Oil Change in Robinson Township. The manager indicated that he was not surprised and said this is a common issue with instant oil change shops and Valvoline in particular. They want to have you “in and out” quickly.
  
  Since BJs did not have the capacity to replace the studs, I had to take my car to different shop or the dealership. At this point, the manager would not permit me to drive my car because he could not put the lug nuts securely back on studs that were stripped. Therefore, I had to pay $200 to have my car towed to another shop.
  
  Upon inspection, the manager of the shop agreed that 4 of the studs were stripped and needed to be replaced. This ended up costing me $273.23, in addition to the $200 to tow the car to the shop.
  
  By stripping multiple studs on my car, they created a significant safety issue for me and my family. I also had to pay $473.23 for a mistake which the obviously knew they made, as evidenced by the fact that they replaced a lug nut that they damaged with another non-matching lug nut.

  Business Response

  Date: 01/28/2025

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

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Service: Nov 30, 2024
  The next day, the low oil warning came on. I checked it to find it had no oil on the dipstick. It took 2 quarts to get it to the proper level.
  The next day, I stopped at a Volkswagon service center, who looked at it and found no leaks.
  We reported this to Valvoline and they created a case number. After a week, we called and they said they were waiting on the local service manager to return from vacation.
  A week later we called and they had already closed the case (case ********)
  We were told we would get a call, but did not get one.
  I expect a refund and payment for the 2 quarts of oil I had to purchase.

  Business Response

  Date: 02/01/2025

  Hello,
  We thank the guest for reaching back out to Valvoline, and
  we’re certainly sorry about any issues the guest is experiencing. Per our
  management team after a thorough investigation which includes reviewing the
  video footage from the service it was determined 5.8 quarts of 0W-30 European
  Full Synthetic oil was poured into the vehicle. Our management team was able to
  determine the exact amount as each quart was poured individually. Our
  management team has denied this claim, and we stand behind our management team’s
  denial decision.
  Please advise the guest that no further action can be taken
  via BBB regarding claims. For further assistance, please contact our Customer
  Care team at ************, as all claim communication is through our Customer
  Care team only. 

  Customer Answer

  Date: 02/03/2025

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

  The primary complaint is on Valvoline's Customer Service closing the case without communicating to us. The request to not respond to BBB is ridiculous.

  I have attached pictures of the dip stick showing a lack of oil.

  Since the company (Valvoline)refused to contact me directly, I have no choice but to get an inspection by a certified automobile service center.

  The company has breached the agreement of the terms and conditions of the transaction.

  They will document with pictures any leak or mishandled assembly of filter or bolts.
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 02/04/2025

  Hello,
  We thank the guest for reaching back out to Valvoline, and we
  apologize for any frustration the guest has felt throughout the claim process. We
  do apologize for the delay in communication to the guest regarding their claim,
  however, our records indicate that the denial was communicated with the guest
  on 1/10/25 through our Customer Care team on a recorded line. Our management
  team considers this claim still closed and denied.
  Please 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. 

  Customer Answer

  Date: 02/05/2025

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

  This company did not call us. They closed the case without contacting us. The recorded call was made by us and it was after the case had been closed.

  They told us they closed it without even offering to inspect our car as the agreement stipulates.

  We expect a refund. Even through the course of this exchange, they have yet to try to contact us.
  
  
  
  Sincerely,
  
  
  
  ****** ****