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

  3721 Charlestown Road New Albany, IN 47150

  
• 

  Valvoline Instant Oil Change

  2514 Allison Ln Jeffersonville, IN 47130-5948

  
• 

  Valvoline Instant Oil Change

  6110 Shepherdsville Rd Louisville, KY 40228-1024

  
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  Valvoline Instant Oil Change

  3608 Bardstown Rd Louisville, KY 40218

  

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:01/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During my visit to Valvoline on January 18, 2025, I was offered a fluid replacement for my radiator, which I was told would take 8-10 minutes. However, once I pulled in, there was a car ahead of me, and it became clear that the service would take significantly longer. I requested a refund and did receive it days later for the fluid radiator replacement. However, I was not refunded for the taxes and labor charges that I incurred.
  
  I have reached out to customer service to request a refund for the taxes and labor related to services that I did not receive, but I have not received any response or resolution. I expect a prompt refund for the services that were not provided. Please address this matter immediately.

  Business Response

  Date: 01/30/2025

  Our records indicate the guest reached out regarding the refund amount. The guest was refunded the appropriate amount for the service. To further apologize for the experience, we have emailed the guest a coupon to use on a future visit. We apologize for the negative experience and appreciate their business.

• Initial Complaint

  Date:01/27/2025

  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.

  My wife recently went here for an oil change. We didn’t know it had already been done last month, but the staff noticed this and still went ahead with the changing the oil without informing her. When I called to discuss the issue, they admitted fault and that they knew about this but refused to issue a refund. This behavior violates Utah Code Title 13, Chapter 11a, which prohibits deceptive trade practices, such as performing unnecessary services without disclosure.

  Business Response

  Date: 01/27/2025

  We are sorry to hear about the guest's concerns and have looked into their services further. Our records show they received an oil change on 1/25, as mentioned. However, the last oil change before that was on 09/17/2024 with Valvoline Instant Oil Change. The guest has not had any services with us on this vehicle between that time frame. If the guest has any other questions or concerns, our Customer Care team would be happy to help at *************

  Customer Answer

  Date: 01/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  It doesn't matter what the system says when your team mentioned that they willing knew that the oil didn't need to be changed but still changed it still. They said it look like the oil was changed in December, but we still decided to change the oil. The issue this information wasn't told to my wife until service was made. Which falls under unnecessary services made. They are just saying the system and the time limit as a scapegoat and hopes this drops. I'm looking for a refund for the oil change. 
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 01/28/2025

  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 had not been serviced by Valvoline since September 2024, we are unable to see if the vehicle had another oil change in the time frame of September 2024 - January 2025. We firmly stand behind the decision to deny the claim. This claim remains denied, closed, and no further action will be taken.

  Customer Answer

  Date: 01/28/2025

  
  
  

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

  If your saying "we are unable to see if the vehicle had another oil change in the time frame of September 2024 - January 2025." Then why was your team claiming the oil was changed in December and it didn't need a change but we decided to still change it. I guess in this case your team is allowed to lie to customers and claim incorrect things. I did some looking at paperwork and found when we gotten car work done in December the oil was indeed changed. Also you can see if oil is ready to be changed by testing the oil which almost every oil place does. 

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

  Business Response

  Date: 01/28/2025

  While we empathize with the guest's situation, our Upper Management Team holds the final decision in the claims process. We used the VIN for the vehicle in question and pulled our records, this is every single time the vehicle has been at any Valvoline location. The invoice number, store number, and date of all visits is listed below.
  
  *****   ****** ********** ******* *****
  *****   ****** ********** ******* *****
  *****   ****** ********** ******* *****
  *****   ****** ********** ******* *****
  *****   ****** ********** ******* *****
  
  The Upper Management Team has reviewed the information, and shared their decision for the denial - this is based on the fact that the guest did NOT have service with Valvoline between the months of Sept 24 until 1/25/25. We again, firmly stand behind the decision to deny this claim. The claim remains closed, and no further action will be taken.

• Initial Complaint

  Date:01/24/2025

  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 1/17/25, my son had an oil change in a BMW 328i. They charged $130.30 to change the oil and the filter, and proceeded to drive home. Later that evening, my wife drove his car to Edwardsville and a warning light that read "Engine oil pressure too low: Stop carefully and turn off the engine. Risk of engine damage with continued driving. Call Roadside Assistance." We proceed to take the vehicle to ***** **** *** **** on Troy Road in Edwardsville to be repaired. They eventually diagnosed:
  -Engine oil not getting up to operating temperature
  -Drained oil to clean oil and noted it was 1 quart low
  -The oil cap was loose which caused an oil leak
  -Middle part of the oil cap was missing that had the oil bypass seal made on it
  
  I had no intention of taking the vehicle right back to Wood River given the engine light notification (and the apparent urgency) but incompetence of the employees at the facility as well as the management after speaking with the manager *****
  
  The vehicle was repaired by ***** on Wednesday 1/22/25 and picked up and paid on 1/23/25. Another issue is that my son attends college in Beloit, WI, approximately 248 miles from our house. We drove him to college (as opposed to him using this car, which is registered at the university for his use), and will have to drive back with two vehicles, which is approximately 744 miles total (with a reimbursement of $0.70 per mile according to IRS standards.)

  Business Response

  Date: 01/24/2025

  We hate to hear this guest experienced issues with their vehicle. I was able to locate an open investigation with us that our management team is actively working to address. If the guest has any questions or concerns about the claims process, they can contact our Customer Care team at ************* for further assistance.
  
  

  Customer Answer

  Date: 01/27/2025

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

  The business claimed to have not done anything in error. I have spoken with Customer Service and local management, and it is most certainly not an open case. The response is not genuine.

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

  Business Response

  Date: 01/27/2025

  Our records indicate the guest's claim was thoroughly reviewed by our management team. Management investigated and reviewed video footage of the service which verified that all aspects of the service were completed correctly. Additionally, our invoices state "If repairs are required, you must contact Valvoline prior to any repairs taking place. We will not be responsible for repairs not authorized by our company." Unfortunately, the guest had repairs made prior to reaching out. Management did provide a refund to the guest in good faith, despite the findings of the investigation. The guest accepted, a refund of $130.30 was sent via check, and the claim was closed. If the guest has any other questions, our Customer Care team would be happy to help at *************
  
  

  Customer Answer

  Date: 01/28/2025

  
  
  Complaint: ********
   
  
  I am rejecting this response because: they are dishonest. I could really care less about the money, it is what it is. This is a poorly run organization that is filled with incompetent management hiring inexperienced people who are not trained to handle different types of vehicles. I don't believe that management conducted a "thorough" anything. I think they are saving face. Why on earth would I take a vehicle back to the same location of incompetent personnel to repair? They could not even perform an oil change correctly, nor did they think something was wrong after "reviewing the video". No comment on the oil being a quart low when it was only driven about 50? I am supposed to believe that they are suddenly competent enough to fix or identify an issue? They denied an issue even taking happened at their facility. At a minimum, I'd hope that their investigation took them to calling ***** rather than just relying on a "video" and a canned response for CYA. They can take back the $130.30 in the oil change for all I care. I know how important that is to **** and his "Area Manager". They could've taken this as a step to ensure that they are actually providing good customer service to people going forward, but this is what poor management does, make excuses and CYA.
  
  
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:01/24/2025

  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 12/14/24 I went to Valvoline on ***** *********** ** for an oil change. An oil change was performed, I paid $75.12, and was issued a receipt - invoice number 359416. I left and everything was fine. Later that evening I was driving with my husband to get dinner. On I 64 I was driving about 65mph when my heard something dragging/scrapping the expressway. I had to slow down to about 10-25mph, get off expressway, and drive back to Valvoline. I dropped off my car and had my elderly mother pick us up! Next day I was first in line when they opened. Someone had to physically hold the plate that had fallen up as I drove over the bay.
  
  After 1/2 hr with little communication I was told I could pull out. I did not leave until the asst mgr told me it was my heat plate, fell because screws were stripped, and it was zip tied back. I was given no receipt. When I asked how they planned to fix it because my car was not like that when I brought it in, I was told they would replace it. I was not offered any pictures and had no idea what it looked like below.
  After many attempts to reach the manager, ******** which were unsuccessful I filed a complaint with Valvoline corporate. I was given the claim number ********** I was also informed that there was a note in the system I was there but only said I came in to get air in my tires ??. An email with confirmation was received on 12/17 stating a member of management would be in touch.
  I waited 1 wk, called customer care again and they connected me to ******* and was told they were waiting on the part.
  
  It is now 1/24 with no follow up, no correspondence. My only ask was to fix my car like it was when I brought it in. My new ask is for them to pay for labor & parts from a **** dealer as I do not trust them. Of note the previous oil change, something had also fallen from beneath my car, it was dragging the road, and I had to return to have it fixed. At this point, I’m not sure what is going on as I am a nurse, not mechanic!

  Business Response

  Date: 01/24/2025

  Our records indicate the guest reached out to our Customer Care team and started a claim with our upper management team. Management reviewed the claim and reached out to the guest. A new skid plate has already been ordered for the guest and will be installed when it arrives. If the guest has any questions about their claim in the meantime, our Customer Care team can be reached at ************ and would be happy to help.

  Customer Answer

  Date: 02/12/2025

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

   

  Hi,
  
  Is it possible to speak to you about my case? My car was never repaired despite Valvoline saying it would repair and it is now at Oxmoor **** to get corrected. Parts are 344.27 and labor 150.00. The incident happened in Dec and I have had no communication.
  
  Thank you for your help,
  ***** *****
  ************
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 02/12/2025

  Hello,
  We thank the guest for reaching back out to Valvoline, and we’re
  sorry to hear the guest hasn’t been contacted. Unfortunately, we are unable to
  assist with claims via BBB and the guest is required to contact our Customer Care
  team directly at ************ as all claim communication is through that team
  only.   

• Initial Complaint

  Date:01/24/2025

  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.

  Visited on 1/14/25. I paid $134.35. There were two issues: First, I purchased a groupon ahead of time, and drove to this specific location to use the groupon. The attendant was very rude, told me my groupon wasnt accepted there- and then abruptly walked away. Meanwhile, the team had already began changing my oil. I had no way to stop this service as there was no one visible to speak with. I had no intent of paying $134.35 for this service once discovering the groupon wasnt accepted. The manager was quite rude and wouldnt allow me to speak to him, even though I requested multiple times. Id like a refund.
  The bigger issue is they also performed the service wrong, resulting in multiple alarms going off on my new car, and likely damaging the engine. I had to return to the business 4 times due to low engine oil levels. The employees additionally spread used motor oil on the outside of my car, and also through out the engine bay. My car is relatively new and I would like them to credit me to have these components professionally cleaned. Id also like them to cover the cost of an oil change from the Volkswagen dealer as the low oil alarms are concerning and alerting to engine damage and Id like the dealer to inspect and correct this issue.

  Business Response

  Date: 01/24/2025

  We are sorry to hear that this guest experienced an issue with their vehicle after service and they that they have Groupon concerns. 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: 01/24/2025

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

  I have called to create a claim. I am waiting to hear back in regards to the claim. I would like to be refunded for the oil change, I would like for you to pay for a new oil change at the dealer As well as an inspection of the engine, as I received the “low oil” notification trying to leave Valvoline four different times. I would like you to pay to have my entire car detailed, including aspects of the engine bay and external body as they have been covered in oil because of my visit to Valvoline. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 01/31/2025

  Hello,
  We thank the guest for reaching back out to Valvoline. We
  were able to locate the claim filed and saw this claim is still under pending
  investigation. Unfortunately, we are unable to assist with pending
  investigations and all claim communication is through our Customer Care team ONLY.
   
  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 *************

  Customer Answer

  Date: 02/03/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have now tried multiple times to contact Valvoline to gain an update on my claim. Each time I am told I need to speak with the manager, and each time he is unavailable. I have asked for his contact info several times, and it is never given to me. I have asked for scheduled time he might be available to speak, and there are never any times offered. Basically, he is unreachable, and I am just being constantly deterred and put off. I really need a solution, I have already spoken with my attorney. 
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got an oil change on 1/21/25 at your **** *** ***** ****** *** ********* When I went to pay, I handed the attendant a $50 Visa gift card, specifically told him that it was a $50 Visa gift card and that I would be paying the balance with a different card. The attendant tried running the card for the full amount of the oil change which was $86.39; he got an error message. He tried it again, this time typing in $50 for the charge amount but it got declined. I had to pay the full amount of $86.39 on my credit card ******** ******). When I left, I checked the Visa gift card online and it said there was a pending charge of $50 from Valvoline. Two days later, I checked the card again to see if the pending charge had fallen off and found that the $50 charge actually went through, which means I was overcharged by $50, paying $136.39. When I called the location to find out how to get my $50 back, I was told they couldn't help me and that I had to speak with someone at a customer service call center. I need someone to contact me immediately and let me know how I will get my $50 back. I have attached a copy of my receipt, showing I paid for my oil change, and I'm attaching the Visa card statement showing the charge on the card from Valvoline.

  Business Response

  Date: 01/23/2025

  We are sorry to hear that this guest experienced an issue with their payment. We are unable to assist with payment issues via the BBB. For further assistance, the guest will need to reach out to our Customer Care team by phone at *************

  Customer Answer

  Date: 01/25/2025

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

  I am disappointed that Valvoline did not take any initiative to help resolve this situation, especially seeing that their employee caused this issue.  Instead of just dismissing me and asking me to contact their customer service team, someone should've escalated this issue to the customer service team directly and had the customer service team contact me.  As it currently stands, I did hear from their customer service department but only because I completed a survey I received and it asked me if I wanted to be contacted.  I have been advised that the $50 has been sent back to my card but it could take 3 to 5 days to occur.  As of today, day 3, it is still not on my card.  If it does not reappear on the card in the next two days, I will be contacting Valvoline again to find out how to get this resolved.

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

  Business Response

  Date: 01/31/2025

  Hello,
  We thank the guest for reaching back out to Valvoline, and
  we’re certainly sorry for any frustration the guest felt throughout this
  process. At Valvoline, we have certain steps and procedures, unfortunately, we
  are unable to assist with payments/refunds/claims/ETC via BBB as all
  communication is done through our Customer Care team. We can confirm the refund
  was processed on 1/23/25, so the guest should have received the funds no later
  than 1/30/25. If the guest has still not received their funds, please advise
  them to contact our Customer Care team at *************

  Customer Answer

  Date: 02/03/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID *********  While I am happy with the fact that I received the overcharged funds back, I am still disappointed with the lack of effort provided by Valvoline in resolving the issue.  I never said that Valvoline should resolve my refund dispute directly through the BBB and understand that the process requires interaction with Valvoline's customer service department.  What I said was that Valvoline could've directly notified their customer service department of the issue at hand and had them reach out to me instead of having me do all the footwork to get this resolution in place.  In the future, if Valvoline gets a complaint, through the BBB, they should forward the complaint to their customer service department to initiate the resolution process.
  
  
  
  Sincerely,
  
  
  
  ****** ********** 

  
  

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

• Initial Complaint

  Date:01/23/2025

  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 May 21, 2024, I had my 2020 Kia Soul transmission service done at the Valvoline Oil Change facility located on Hwy. 50 in Clermont, FL. On January 4th, 2025, the transmission failed and it was taken to **** *** of Orlando for inspection. The technician found the transmission pan bolt not properly placed and a necessary washer missing. **** *** said they could not honor my warranty due to the incorrect workmanship and damage done by Valvoline. A couple of days later, a representative came to the dealership to inspect the vehicle as a claim was started. On Jan. 22, 2025, I received an email to call Valvoline customer service about the case. I was told it had been denied and that someone should have contacted me. I was not contacted. I requested to see the inspection report and notes, and I have not received them. I also request a call back from the district manager, and have not received a call. Kia has also requested this call back repeatidly. The dealership has also requested the report without receiving it. The cost of the transmission repair due to their negligence is approximately $3,500-$5000, which I want Valvoline to pay. I have been without my vehicle since January 4th, and this is costing me money because of inability to travel to locations with work, and for cost of ride share.

  Business Response

  Date: 01/23/2025

  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 gasket leak on the transmission pan because they wear out over time. 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:01/22/2025

  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 visited this Valvoline location on December 17, 2024 around 6pm. I took my son's ****** ********** 2007 Chevy Silverado 1500 in for an oil change. I was guided into Bay 3 (far right bay from rear of building) by an employee of Valvoline. After service was completed, I was guided to the right while exiting Bay 3 and was guided into a concrete curb thus scratching the right front rim. The employee of Valvoline was using his right hand and used his index finger to point right, signaling me to turn my wheels to the right upon exiting the building. I have been to this location many times with personal vehicles and company trucks and have never had an issue. I am seeking for Valvoline to replace the rim. The rim is chrome and cannot be repaired. I have spoken to a few wheel repair shops and that is what they told me.

  Business Response

  Date: 01/23/2025

  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 did not make contact within our service center while being guided out. The damage made to the rim happened after the vehicle exited the bay and rubbed against the curb. It must be noted that the vehicle is modified - both lifted and oversized tires. 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: 01/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was guided out by one of your employees and the vehicle made contact with the curb while the rear of the vehicle was still inside.
  
  
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 01/23/2025

  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 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.

• Initial Complaint

  Date:01/22/2025

  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 visited valvoline 12/21/24 for an oil change, filter change and rear differential change. Service was performed. After service within the next 2 weeks I kept noticing a noise when turning my vehicle. Never having this issue before. Thinking it was front end I brought it to my mechanic.
  After testing he told me it was the rear differential. He was not aware I just had it done 2 weeks ago. When mechanic was told he said this is what the noise looks like it’s coming from. There are no other lights / errors with testing. He asked to flush it 3 times to try to get rid of noise as gm suggests . I said yes. Upon call back from mechanic he stated wrong fluid was put in my rear differential.. looked like a red oil. (Transmission or power steering fluid). Sent him invoice from valvoline. He stated as well I was charged for oil that is NOT COMPATIBLE with my vehicle. So not only did they charge me the wrong fluid for my vehicle they didn’t even put that oil in my rear differential.. they put in a red fluid. Valvoline rep was at my mechanic and confirmed was incorrect fluid coming out of my vehicle when drained. I have the fluid sample, have both invoices, have paperwork from GM stating that the oil on invoice they charged me for at valvoline is not compatible with my vehicle, and I have a letter from my mechanic as well explaining everything he found and what was wrong.
  I put a claim with all paper work, letters and pictures of fluid to valvoline care to pay just the rear differential cost from valvoline and cost to get it fixed from my mechanic and was denied
  I always went there for oil changes and service. I emailed site manager and district manager before all this and they will not do right by me that has been going to them for years.
  I am going to peruse this because they could have/has permanently managed my vehicle and won’t reimburse and pay invoice that they caused the issue!
  Very dissatisfied with valvoline and if does not resolve here will have legal action.

  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 our management team contacted our Customer Care team on 1/9/25
  and stated the guest contacted the manager to express their concerns regarding
  the rear differential fluid replacement service. Our management team stated the
  guest advised them the vehicle was making a noise, so the vehicle was then taken
  to the dealership who advised the guest the incorrect fluid was used. However,
  our management team confirmed after reviewing the video footage from the
  service that the correct fluid was used, and the service was performed
  correctly. Due to our management team’s findings, our management team has
  denied the claim. Our management team also offered for the guest, her husband,
  and her mechanic to come and review the video footage from the service to
  confirm our management team’s findings, but the guest declined and stated she
  would take this to court. Our management team considers this case closed, and
  we do stand behind our management team’s denial.
  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:

  My mechanic is not going to go to their location for review. He is confident enough that the wrong fluid was used by the color that came out of the rear differential component when the draining of the fluid came out. He has also wrote a letter stating improper services and product that was used. I have forwarded all documents over to valvoline customer care and claim has been denied. 
  Again i am an innocent customer that is looking for the invoices to be paid for and inservice valvoline did my vehicle. 
  

  That is the only option, otherwise next step is court. 
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 02/04/2025

  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 due to the fact that our management team confirmed after reviewing the video footage from the service that the correct fluid was used, and the service was performed correctly. The denial is also due to the fact that the guest had work completed that was 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 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:

  sorry the fine print wasn’t read about brining it to your facility first before being fixed. Again this complaint should be brought to the claims department for further review before it is closed and you have a bad rating on BBB. 
  

  I am not asking much. Just to retrieve money that I shouldn’t have had to pay for the wrong doing of valvoline.

  I wouldnt be pushing it this hard if my mechanic and valvoline rep at my mechanic that was there for the drainage stayed the WRONG fluid was put into my vehicle. 
  Your own Representative that goes out to mechanics said it was incorrect. How can you deny your own REP! Never mind my mechanic that is confident in knowing it was incorrect fluid!  Just doesn’t make sense. I can’t believe I have to take this further and your company wont do right by its customer . 
  

  Besides the bad review in BBB, there will be google bad reviews and other sites and next step will be filing unless resolved.

  please bring this to your claims dept as stated. 
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:01/21/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12.18.2025 I took my car into a Valvoline for an oil change. As soon as I left the bay, my car died and all the bad dashboard lights came on. I managed to restart it a couple of times to get the car back around to the entrance and asked the guys there what they had done to my car. I pulled it back into the bay. They rechecked the oil and ran a diagnostic. "There is something wrong with your hybrid battery system. That's not us." Of course I told them my car was running just fine when I brought it in for the oil change and now it doesn't run at all. "Sorry, can't help." When I left the bay again, it completely died and we had to push it into one of the Valvoline's parking spots.
  I will add that the manager, Antonio, of Valvoline was a condescending and dismissive. I have since read many complaints about him and the shop. (Google Valvoline Chanhassen and click on the reviews on the left side of the Google page)
  
  My husband, **** ******* drove out and helped me push the car into the parking lot of Brown’s Tire and Auto and left the key in the key drop. 12.20.2025 - Brown's Tire & Auto Repair found the problem. When the Valvoline person removed the engine air filter, leaves fell down into the filter slot and covered the engine sensors. This caused the car to stop working. As soon as the mechanic at the autobody shop sucked out the leaves, the car ran fine.
  
  Valvoline is taking NO responsibility for their carelessness. I watched their guy remove the air filter, bang it out and put it back. Usually they show it to me, and suggest buying a new one. They did not do that. They also didn't top off the fluids and left oil on the engine that they had spilled. They are saying that the sensors being covered was not their fault, but the only way leaves got down there was on their removal of the filter.
  
  I am asking for the reimbursement of the oil change and the car repair equaling $301.70.

  Business Response

  Date: 01/21/2025

  Our records indicate the guest reached out to our Customer Care team and started a claim through our upper management team. The findings of the investigation verified that the services provided at VIOC were performed correctly. Additionally, our invoices state "If repairs are required, you must contact Valvoline Instant Oil Change prior to any repairs taking place. We will not be responsible for any repairs not authorized by our company." Unfortunately, the guest had repairs made to the vehicle. Our management team still offered to cover half of the repairs as well as refund the oil change. The guest declined. This claim has been closed and no further action can be taken. If the guest decides they would like to accept management's resolution, our Customer Care team would be happy to help at *************

  Customer Answer

  Date: 01/22/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. I will accept their offer of a full refund of the oil change and half the cost of repairs. 

  I will state for the record that Valvoline never offered to compensate me anything for the repair only a refund for the oil change. They are at fault for damaging my car and it is horrible customer service that they do not take full responsibility. Also, the manager of the store, *******, is belligerent, rude and condescending. He should not have contact with customers. 

  Clearly receiving half of the cost to repair my car is better than nothing. I expect to receive $47.60 for the oil change and $127.05 for repairs totaling $174.65.

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

  
  

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