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

• 

  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:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business performed oil change on my vehicle in December 2024. Check engine light came on April 2025. Took it to Valvoline in SC and they discovered that something wasn’t tightened properly by this location in DE and caused my oil to leak. There was no oil at all on my dipstick. Called customer service and manager reviewed footage, admitted on recorded line that footage doesn’t prove anything to back up his defense, became combative and closed my claim. Called customer service back and they stated they will escalate to his boss but it would be highly likely that I get any resolution. Attaching my google review for more details.

  Business Response

  Date: 04/17/2025

  Hello,
  We appreciate the guest for reaching out to Valvoline, and we’re certainly sorry to hear about any frustrations the guest has felt throughout the claim process. Our records show a request has been submitted to have the area manager review the claim as well as listen to all recordings regarding this claim. The area manager will follow up with the guest directly.
  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:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to this Valvoline in Kettering, OH for a last minute oil change. During their inspection of my truck they informed me that one of the bulbs in my third brake light above the rear window on my truck was out and asked if I wanted them to replace it, so I said sure. Well two weeks later it rained and started to leak inside my truck throw the headliner. I called Valvoline they said come back. Went back they said the seal on the light looked fine, might be the antenna, told me I would have to take it to a dealer. Take it to the Chevy dealer, who says light was installed wrong, needs to be replaced. Call Valvoline customer service start a claim informing them it was the light. Chevy dealer has everything taken apart waiting for parts to come in. Valvoline calls me back wanting me to take it from Chevy back to them to replace the light. After dealership having my truck all week needed a rental car for weekend, which Valvoline refuses to pay for. Finally get my truck from dealership and take it to Valvoline to replace the light. Asked Valvoline about my headliner, wants me to just get it cleaned. After calling three different places, no one will clean a headliner says they are too sensitive to clean. So this Valvoline manager has lied to me multiple times to get out of paying for their mistake. I could have gotten my truck from the dealership sooner and not have rented a rental car if they would have handled things sooner, tried to say my truck was taken apart due to me adding service at the dealer, when I added a fuel flush, nothing involving my truck being taken apart. Colin from Chevy informed me it was the headliner and brake light that was taken apart because they were waiting on the parts to come in. I’ve run around and lied to. Now I have smelly truck with water lines on my headliner.

  Business Response

  Date: 04/17/2025

  Hello,
  We appreciate the guest for reaching out to Valvoline, and we’re certainly sorry to hear about any frustrations the guest has felt throughout the claim process. Our records indicate that our management team accepted responsibility for the claim and approved the light housing replacement as well as the headliner to be steam cleaned. Our management team did speak with Erica at the dealership on a recorded line, who stated the vehicle wouldn’t be ready as the guest was having other services performed on the vehicle, so the guest obtained a rental. Our management team denied reimbursement for the rental as the work being done on the vehicle over the weekend at the dealership was not related to the light damage or cleaning of the headliner. Other than denying the rental reimbursement, our management team did get the light housing replacement and advised the guest to go to Ziebart by the Dayton mall to have the headliner cleaned, which will be covered by Valvoline. We stand behind our management team’s decision regarding the rental reimbursement request.
  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: 04/17/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  You may call ****** ****** at *********** ***** who was the representative I was assigned at Chevy. As I sated on your recorded line a fuel flush is what I added and that didn’t require my truck to be taken apart. The headliner was still as Chevy was under the impression it was to be replaced and the light was removed because they were waiting on the part to come in. I called 3 different companies, plus another location for the same company, so I spoke to 4 different people who said they do not steam clean headliners as it is a bad idea to put heat to them due to the glue. One of those businesses being Ziebarts, who Valvoline suggested. So if Valvoline would like to call around some more to find a place willing to clean it with the possibility it may get messed up even more and will need to be replaced anyways, even though it should be replaced before it starts to mold. Thanks for taken responsibility for the light, but it caused other issues that still need to be taken care of. 
  Sincerely,
  
  ******* ****

  Business Response

  Date: 04/17/2025

  Hello,
  We appreciate the guest for reaching back out to Valvoline. We’ll be happy to pass along the feedback to management regarding the headliner being unable to be steam-cleaned.  
  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: 04/17/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  This is how I will communicate as I feel necessary, until I hear from upper management as requested. Since I was told on a recorded line rental car was above the local management's pay grade, and I was lied to about being able to steam clean my headliner. 
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:04/16/2025

  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.

  Dec, 2024 I went to Valvoline Instant Oil Change for a routine oil change and paid $79.32. Approximately one week later, I discovered a significant oil leak in my garage. I returned to Valvoline, and they admitted the oil drain plug had not been properly tightened during the initial service. They claimed to have resolved the issue, but in the process, oil was spilled across the hood and windshield of my Jeep. Shortly after this visit, my check engine light came on. I took my vehicle to the dealership, where I was informed that the oil adapter and gaskets had been damaged and needed replacement. The dealership also noted that there was no oil left in the vehicle and performed another oil change. The total cost for these repairs came to $1,324.22. This situation could have been completely avoided if Valvoline had performed the oil change properly the first time. Their negligence caused unnecessary damage, inconvenience, and significant out-of-pocket expenses. I am requesting full reimbursement for the repair costs and a formal acknowledgment of their responsibility.

  Business Response

  Date: 04/16/2025

  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.

  Customer Answer

  Date: 04/17/2025

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

  Just because I did not file a claim with Valvoline does not mean they are not responsible for the damages caused to my vehicle during oil change. If they do not take responsibility I will live and learn from this experience and my next step to leave negative feedback on their website. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 04/17/2025

  Hello,
  We appreciate the guest for reaching back out to Valvoline. Please advise the guest to move forward, a claim must be started so a proper investigation can begin. Once the guest starts a claim, this is then forwarded to our management team to review the video footage from the service to determine what occurred then our management team will follow up with the guest. Please advise the guest that no further action can be taken via BBB regarding claims, as all claim communication is through our Customer Care team, and they can be reached at ************* 

• Initial Complaint

  Date:04/16/2025

  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 April 12, 2025 I took my car to Valvoline to get an oil change and everything was fine until 4-5 guys were in front of my car not saying anything… The manager came up to my car just saying there was bad news and that my car needed to be towed and I couldn’t start my car because a plug was stripped out of my oil pan and there was nothing they could do…. We had to pay $440.20 for the replacement at ****** and this wasn’t my fault mind you my car is a 2022 ****** ***** and I had to call my insurance to get a tow

  Business Response

  Date: 04/17/2025

  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.

• Initial Complaint

  Date:04/16/2025

  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 paid for an oil change from them on March 8th. My vehicle was at 65,000 miles at the time. My next one (according to their sticker receipt) wasn't due until June. My engine went out on me on April 12th because I completely ran out of oil and my milage is only at a little over 66,000 which means there's no way possible I drove out all of my oil. If they put enough oil to last me until June. So I paid for a service that wasn't done right and now it has cost me my vehicle. I still owe $13k on it and I can't drive it anymore. So I need to be compensated for my troubles either thru my vehicle being fully paid off or repairs.

  Business Response

  Date: 04/18/2025

  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
  
  

• Initial Complaint

  Date:04/15/2025

  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.

  WORK WAS NOT PERFORMED ON 2 OF MY VEHICLES AS WAS PROMISED. VALVOLINE WAS SUPPOSED TO CHANGE OIL FILTERS AND INSTALL SYNTHETIC OIL THERE WAS NO NEW OIL FILTER INSTALLED ON EITHER VEHICLE BUT I WAS CHARGED ON BOTH TRUCKS AND FILTER WERE NOT CHANGED. NOW IM NOT SURE IF THEY EVEN CHANGED THE FILTERS THE LAST TIME BEFORE, THAT MEANS MY TRUCKS OIL FILTER COULD HAVE BETWEEN 10K AND 15K MILES ON THEM . WE TAKE GREAT CARE OF OUR VEHICLES AND KEEP THEM IN GREAT CONDITION FOR 10 TO 15 YEARS. NOW WE ARE WORRIED THAT THESE MOTORS WONT LAST AS LONG. SOMEONE NEEDS TO BE ACCOUNTABLE FOR ALL THE OIL CHANGES WITH NO NEW FILTERS GETTING DONE. THIS COMPANY IS RIPPING OFF ALOT OF CONSUMER'S TIME AND TIME AGAIN EVERYDAY.S

  Business Response

  Date: 04/15/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we’re certainly sorry to hear about any concerns the guest may have regarding previous services rendered. We were unable to locate a claim with the information provided, and to move forward, a claim will need to be started. The good thing about our centers is that we record all transactions, so our management team will be able to review the service(s) to determine what was/wasn’t done during the service(s). Please advise the guest to contact our Customer Care team at ************ and to have the vehicle VIN#’s or most recent invoices available. Our Customer Care team will then start a claim on behalf of the guest. Please advise the guest that no further action can be taken via BBB regarding claims, as all claim communication is through our Customer Care team only.  

• Initial Complaint

  Date:04/15/2025

  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 4-2-24 my car was taken in for an oil change to valvoline at 9500 E State Rte 350 in Raytown Mo. While there, the service provider tore my air in a holes. After initially denying they were at fault I went to watch the video and show them where and when it happened and they seen they were at fault. I was told that they would order the part and fix it as well as get me a rental until the problem was resolved, but I have yetbeen able to get a rental and my vehicle is still not running after two weeks. They get an attitude when I call and ask when my car will be fixed and the manager at the business whose name is Lloyd gets mad when I tell him that I need transportation back-and-forth to work. He wants me to take an Uber to work, which will be way more expensive than a rental car. My job is a hour away from my home. I just want my car fixed and feel like I should be compensated in someway. I’ve had to miss two days of work because my coworker who I’ve been riding with since my car been down didn’t work those days. So now not only do I not have transportation. I’m also missing work and missing money. Every time I call I get no straight answer about getting my car going.

  Business Response

  Date: 04/15/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we’re certainly sorry to hear about any frustrations the guest has felt throughout the claim process. Our records indicate our management team did accept responsibility for the damage and ordered the part to repair the vehicle. The first part that was ordered was the incorrect part, so our management team had to return the incorrect part and order the correct part. Our management team is in the process of waiting for the correct part to be delivered. The guest contacted our Customer Care team today, 4/15/25, for an update, and an email was forwarded to our management team to contact the guest. Our management team has stated they will contact the guest once the part has been delivered.
  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:04/15/2025

  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 for a regular oil change at this location. I proceeded with getting a fuel system cleaning. During my experience I was told to rev the engine until the cleaning was done. Exactly 3 days later, engine light came on, I immediately took my vehicle to get a diagnostic to later find that my turbo charger is ruined and not accelerate over 60mph. The total to repair this was $5000 from GMC dealers and not having the money is why I was told to call customer service and tell them about my experience Nov 2024. Valvoline customer service said they didn’t have anything to do with my vehicle having this issue. I never had a problem before I had gotten my oil change. I still have the same problem now. Thank you.

  Business Response

  Date: 04/15/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we’re sorry to hear about any issues the guest has experienced with their vehicle. Our records show the fuel system cleaning was performed on 11/4/24, but the guest didn’t contact our Customer Care team until 4/9/25 to file a claim regarding issues with the vehicle’s turbo. This claim was then forwarded to our management team for review, and it was determined that after reviewing the video footage from the service, everything was performed correctly, the turbo was not touched during the service, and due to the time frame, our management team has denied the claim. 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:04/14/2025

  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.

  Redlands valvoline replaced the aftermarket/ broken part San Bernardino Valvoline put on nov 27 2024 Redlands Valvoline didn’t get the proper skid plate so it was hanging AGAIN They fixed it twice and still hanging they came to my location to remove the wrong/broken skid plate that was hanging. Had to come to Valvoline January 16, 2025 so they can take inventory of what they broke under the car so they can order those pieces with the proper skid plate. My gas and time have been wasted tremendously through this entire process with Valvoline. Although they are “helping” it’s been like pulling teeth to get this sorted out. The first time at San Bernardino Valvoline they used wrong/after market parts which led me through this long ordeal with trying to get the proper skid plate and for it to stay up having to drive multiple days with it dragging on the ground. Picking up my car and called Valvoline let them know about wanting to go straight to the dealership Called Valvoline to tell them I’ll take it to Volkswagen get it fixed and give them the invoice and they asked me to bring it there for the repair after I order the part so they don’t have to pay for the labor I said no Called corporate 03/20/25 Going to call and start a legal case due to the Valvoline negligence It is April 13, 2025 and they have not tried to fix my skid plate or offered any more help so I have had to call around and look for my skin plate. They are not attempting to find my car skid plate anywhere or pay for it I called Volkswagen dealership got a quote for the skid plate . I am waiting for Valvoline to tell me they are gonna pay for it. They never tried contacting me or trying to help at all. I have wasted so much time and missed work due to this issue. My car has been exposed to all of the elements if something starts rusting or becomes damaged under my car due to the negligence of Valvoline.

  Business Response

  Date: 04/17/2025

  Our records indicate the guest has had two claims with us that have been addressed by our management team. If the guest is still having issues with the vehicle, our Customer Care team would be happy to help review their claim with our management team. Customer Care can be reached at ************

• Initial Complaint

  Date:04/14/2025

  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 March 28th I had my vehicle serviced for an oil change at this location. On April the 9th while driving home from a team bonding meeting my car begin to jerk. I text my parents immediately. They advised me to make it home safely which was about 10 mins away. I did and then sent them a video of what was happening. The next day we called a mobile mechanic from the area that we trust to look at it since my parents are in Indy. He came and immediately said the car did not have oil in the car. He told me to call Valvoline right away something had to be done wrong. My mom called and made a claim and then the manager came out the next day. When he came out he said oh oil is at the safe level. It is unfortunate that your car is jerking and there is a sound sounds like the engine is going or a rod is messed up. He then checked for leak and poured oil in the car. He claims there was a leak and evidence of a previous leaking. None of this was told to me or noted on my invoice. Everything checks out fine on the invoice. There was no liabilities or signatures signed or requested on my part. Valvoline is the last company that touched my car. The manager then asked did I want him to check for misfires. My mom was on the phone and urged him to do the full inspection. It was evident he did not want to thoroughly inspect. When asked questions about the video? and other details his response was very rude and hasty WE WILL NOT BE FIXING YOUR CAR!!!! I don't believe do diligence was done in this inspection. I also feel as though my ******* ******** daughter was being scammed. I have video, and a statement from the other mechanic that advised to not drive it and call immediately.

  Business Response

  Date: 04/14/2025

  Our records indicate the guest started a claim with our upper management team through our Customer Care team. Management reviewed the claim and addressed the guest's concerns. Upon arrival for service, the vehicle's oil level was low. Due to these findings, the Service Center Manager denied the claim. Customer Care has sent the guest's information over to our Area Manager for further review. The Area Manager holds the final decision in our claims process. If they uphold the denial, no further action can be taken. If the guest has any questions about their claim in the meantime, our Customer Care team can be reached at *************

  Customer Answer

  Date: 04/14/2025

  
  Complaint: ********
  
  I am rejecting this response because I have not heard the final decision or spoken with the Area Manager. Additionally the store manager called today to look at the vehicle again to make sure he "put everything back correctly and to take pictures." This is after supposedly took pictures upon first inspection. I will continue with this claim as far as I can take it. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/15/2025

  Hello,
  We thank the guest for reaching back out to Valvoline, and we apologize for any frustrations the guest has felt throughout the claim process. The area manager did get back with our Customer Care team, and they agree with the service center manager's denial. Our area manager stated they gave the opportunity for further documentation to be presented by the guest's mechanic with their findings, but this has not happened. The area manager is not required to contact the guest back as the denial has already been communicated to the guest through the service center manager, and we stand behind our management team's denial. If the guest does have supporting documentation from their mechanic, they’re more than welcome to forward the documentation to our Customer Care team to be forwarded to our management team for further review.
  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: 04/15/2025

  
  Complaint: ********
  
  I am rejecting this response because I do not have a written denial from the branch or area manager. The branch manager did not request a statement from the mechanic but I offered and he said it would not be needed. Additionally the branch manager tried to come back out and get pictures which he said he took on his previous visit and also said he needed to make sure he put everything  back correctly.  Does this not show negligence? He also offered to pick me up to watch a video that shows no proof.  I will be sending a formal demand letter and reaching out to corporate. 
  
  Sincerely,
  
  ****** ******