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:01/14/2025

  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.

  I am writing to formally request reimbursement for damages caused by negligence during an oil change service performed at this shop. My daughter had to pull over on the freeway on 12/28/24 after hearing a scraping sound in our Honda civic. We had our insurance road side assistance tow the car to the nearest shop. After the shop completed their inspection, it was discovered that the Valvoline technicians had failed to properly replace the oil shield during the last oil change performed at their shop, resulting in, additional repair costs of $178 for me.
  
  Enclosed are copies of the following documents:
  1. The receipt for the service performed at the shop.
  2. Photos and/or documentation of the damage.
  3. The invoice/receipt for the repair costs I incurred due to this issue.
  
  I have already attempted to resolve this matter by visiting the shop on 12/31/24 but was refused reimbursement]. This lack of accountability is disappointing and does not align with good customer service practices.

  Business Response

  Date: 01/15/2025

  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: 01/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do have a claim number for a complaint filed with the business. The claim number is ***********
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 01/15/2025

  We thank the guest for sharing the claim number, it was listed under a different name. We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Currently this guests claim is still pending and under investigation, which means we will not disclose the information of the pending claim here. If the guest would like to check the status of the claim please reach out to our Customer Care team by calling ************. We want to advise this guest no action can be taken via the BBB. Our Customer Care team will be happy to assist.

  Customer Answer

  Date: 01/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it has been more than 2 weeks since the claim was filed on Jan 2nd and I have not received any response. I would like to keep this claim open until I receive a satisfactory response from the business.
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:01/14/2025

  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.

  On 9/15 I went to Valvoline in Channahon, IL to get my regular oil change. I've gone there for years, nobody else changes my oil. The next day I noticed a significant amount of oil on my driveway. Enough that it was pooling up I called a local mechanic, he came out and indicated that the tech had over tightened the oil pan plug. He indicated that a new oil pan would be required to fix it correctly. When I went into the store they indicated that my oil was a little low and I should re-tap my pan threads. I spoke to Adrian (the manager that day) and explained the situation He apologized and refunded the oil change. In addition, he sent a tech out to clean-up my driveway on two separate occasions there was so much oil leaking. Adrian tried at least, I appreciate that. He indicated there wast' much more he could do, I'd need to take up any further damages with corporate. In the meantime I had to pay a mechanic to get my oil pan replaced as my vehicle was now undriveable after getting the oil change, that cost $592.02. I'd like Valvoline to pay for the damages I incurred as a result of getting my oil changed there. I went from a simple oil change to almost $600 to get my vehicle back to driveable.
  
  I've had a ticket- ********* open with Valvoline support now for over a month. I haven't heard from them since they requested supporting documents (images and invoice from repair shop). No update has been provided since Dec. 3rd.

  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 this is a normal wear and tear issue because of the mileage. 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.

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son took my 2017 ********** ********* into Valvoline for an oil change. Valvoline didn't remove the drain plug or the oil filter & never drained the oil. Instead they just added additional oil doubling the amount in the vehicle. After supposedly checking the oil level they then sent my son on his way. A couple of days later the car began shutting down. We had driven about 400 miles since the oil change & it began shaking badly, smoked, would not go over 40 MPH, began to smell, transmission service lights came on, & the RPMs began jumping all over the place. They would jump from 1500 to over 5000 and back and forth. Then next day I called the store & talked to ****** the Manager. She volunteered to come out to my house & look at it. When she arrived she said well lets look at the obvious issue first & pulled the dipstick. It was drastically over filled. She said "well here's the problem" & drained about 5/6 quarts. I asked if that would have caused my issues & she said definitely. She said she had new employees & they never drained the oil which caused the problem. She asked me to bring the vehicle in later to actually have the oil changed which we did. After having the oil changed later that day everything started exactly the same. ****** told me to take it to a shop & have it looked at, so later that day I drove it to **** ***** to be inspected. When they did they informed me the transmission was ruined now. I called Valvoline upon finding out & talked to ***** (****** was on vacation). ***** said she had to look at the DVR & would call me back shortly. That was Fri. on Sun. when I still hadn't heard from her I called back & she informed me that she decided they did nothing wrong & denied the claimed. I informed her of what they had done wrong & her manager had agreed. I asked to talk to the claims dept. & she refused. The next day we called again & asked ***** for the DM & was refused. Please help my car had no issues & now I can't even get a call returned.

  Business Response

  Date: 01/13/2025

  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 AutoWorks the mechanics that diagnosed the vehicle let the guest and us know that the issue was not oil being overfilled but a seized transmission issue that is completely unrelated to the service received at our service center. We stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************.

  Customer Answer

  Date: 01/27/2025

  
  
  

  The reply from the business is not accurate. The Assistant Manager called the auto shop where the car was but was not told the transmission was seized. She called and asked what the code was that they pulled. Once they told her the code she then ended the call. As for her claim that the transmission was seized I actually drove the vehicle to their shop which obviously shows it was not seized.

  
  The Assistant Manager made the decision to close the claim on her own and even attempted to claim that they did not make any mistakes. When I informed her that her manager already acknowledged the mistakes and let out around 6 quarts of oil in my garage she just said well we had nothing to do with the issue. I have spent time attempting to get answers and have been informed that the policy at Valvoline is that when something like this happens everyone that worked in that bay is terminated. My only logical explanation is that she was probably working in that bay with the new employees (which I know were working on my car) and she is attempting to keep her job.
  
  Can you please reply to Valvoline and informed them that their claim is not accurate?  The vehicle was driven to Valvoline multiple times and then the auto shop that day, and again there was absolutely zero issues with the transmission or any other issues with the car prior to them doubling the amount of oil in the car.
  
  I appreciate your help with this matter. I obviously want my issue resolved but I also don’t want Valvoline to just make up claims and close out cases with other customers as well.
  
  Thanks for your help,
  *****

  Business Response

  Date: 01/27/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Our records indicate the management team reviewed the services you received during your visit and denied your claim. This denial is due to the fact that the investigation done by the mechanic the guest took their vehicle to has let us know it is in fact the transmission. Upper Management holds the final say in this decision and we support their decision. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************. No further action will be made on this BBB complaint - the claim remains denied and closed. 

  Customer Answer

  Date: 01/27/2025

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

  The reply from the business is not accurate. The Assistant Manager called the auto shop where the car was but was not told the transmission was seized. She called and asked what the code was that they pulled. Once they told her the code she then ended the call. As for her claim that the transmission was seized I actually drove the vehicle to their shop which obviously shows it was not seized.
  
  The Assistant Manager made the decision to close the claim on her own and even attempted to claim that they did not make any mistakes. When I informed her that her manager already acknowledged the mistakes and let out around 6 quarts of oil in my garage she just said well we had nothing to do with the issue. I have spent time attempting to get answers and have been informed that the policy at Valvoline is that when something like this happens everyone that worked in that bay is terminated. My only logical explanation is that she was probably working in that bay with the new employees (which I know were working on my car) and she is attempting to keep her job.
  
  Can you please reply to Valvoline and informed them that their claim is not accurate?  The vehicle was driven to Valvoline multiple times and then the auto shop that day, and again there was absolutely zero issues with the transmission or any other issues with the car prior to them doubling the amount of oil in the car.
  
  I appreciate your help with this matter. I obviously want my issue resolved but I also don’t want Valvoline to just make up claims and close out cases with other customers as well.
  
  Thanks for your help,
  *****
  

  
  
  
  
  

  Customer Answer

  Date: 01/27/2025

  Complaint: ********

  
  I am rejecting this response because:

   

  The reply from the business is not accurate. The Assistant Manager called the auto shop where the car was but was not told the transmission was seized. She called and asked what the code was that they pulled. Once they told her the code she then ended the call. As for her claim that the transmission was seized I actually drove the vehicle to their shop which obviously shows it was not seized.
  
  The Assistant Manager made the decision to close the claim on her own and even attempted to claim that they did not make any mistakes. When I informed her that her manager already acknowledged the mistakes and let out around 6 quarts of oil in my garage she just said well we had nothing to do with the issue. I have spent time attempting to get answers and have been informed that the policy at Valvoline is that when something like this happens everyone that worked in that bay is terminated. My only logical explanation is that she was probably working in that bay with the new employees (which I know were working on my car) and she is attempting to keep her job.
  
  Can you please reply to Valvoline and informed them that their claim is not accurate?  The vehicle was driven to Valvoline multiple times and then the auto shop that day, and again there was absolutely zero issues with the transmission or any other issues with the car prior to them doubling the amount of oil in the car.
  
  I appreciate your help with this matter. I obviously want my issue resolved but I also don’t want Valvoline to just make up claims and close out cases with other customers as well.
  
  Thanks for your help,
  *****
  

  
  
  
  
  
  

  Business Response

  Date: 02/01/2025

  Hello,
  We thank the guest for reaching back out to Valvoline, and
  we’re certainly sorry for any frustration the guest felt throughout the claim
  process. As of now the claim is still denied by our management team, 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: Valvoline is denying the claim solely based off the asst. manager.  She claimed that the auto shop told her the transmission was seized which did not happen.  I talked to the auto shop and they confirmed they never said that to her.  She asked for the code and then ended the call.  I drove the vehicle to Valvoline earlier in the day and then drove it to the auto shop.  How could I have driven the vehicle to their location and the auto shop with a seized transmission?  The asst. manager from my very first communication with her was determined to deny the claim even without any information.  Even though never drained the oil and double filled the oil she continues to claim that they did nothing wrong.  I know of several processes that were not done properly.  I am requesting that someone actually look at the facts and not the inaccurate information the asst. manager is giving them.

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

• Initial Complaint

  Date:01/13/2025

  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 went to my usual Valvoline for an oil change on 1/5/25. They took out my engine and cabin air filters and recommended they should be replaced. I said OK to both. The technician was visibly struggling to install the new engine air filter. The cashier told him it was upside down and to flip it and he was still struggling so the cashier ended up helping him install it and they closed my hood and told me my car was "in great shape." Then I paid $175.54 and they handed me my receipt and I drove out of the bay. Before leaving the parking lot I looked at my receipt and noticed 2 issues
  1. I had a coupon for 20% off up to $35 and only received 20.00 off even though my total was 175.00. I should have received the full $35 off
  2. They added a note to the receipt saying "air filter housing broken on arrival"
  
  Excuse me? No one has ever told me my air filter housing was damaged or broken. The last time I had it changed was 2 oil changes prior at this exact Valvoline location and they did not say anything. Furthermore, multiple technicians at Valvoline on 1/5/25 were looking at and handling the air filter housing and not one of them said anything to me or my husband about it being broken or damaged. If it was "broken upon arrival" they should not have even touched it to change the filter. It seemed likely that they broke it so I started a claim with Valvoline and provided an estimate for the repair. They have accepted responsibility and offered to pay for my new part but not the labor. They instead want me to let them install the part. This is not acceptable - they let me leave their shop with a broken housing and an exposed air filter! They are not trustworthy to be installing a new part. I would have to go back to my mechanic anyway to make sure it was done correctly. I am requesting that Valvoline pay my full repair estimate as well as reimburse me for the $15 that I was shorted on my coupon. This would be a total of 255. I have not been able to use the car for 6 days.

  Business Response

  Date: 01/13/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Currently this guests claim is still pending and under investigation, which means we will not disclose the information of the pending claim here. If the guest would like to check the status of the claim please reach out to our Customer Care team by calling ************. We want to advise this guest no action can be taken via the BBB. Our Customer Care team will be happy to assist.

  Customer Answer

  Date: 01/13/2025

  
  
  Complaint: ********
  
  
  The business has offered to pay for my repair in full and sent me a coupon code to make up for the money I am owed for my coupon. Once the repair has been paid for I accept that as a response but I am waiting for confirmation from my mechanic or the business that the estimate has been paid in full .

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

  Customer Answer

  Date: 01/13/2025

  I accept the updated response from *********** the store manager this past saturday 1/11 to pay my repair estimate in full

• Initial Complaint

  Date:01/09/2025

  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 October 19, 2024 I paid $14.99 for a fuel system cleaning.
  The advertised service claims to raise the miles per gallon on your vehicle and it significantly lowered my miles per gallon.
  The advertisement is in banner form hung on the side of their building.
  
  I very quickly expressed my concern but didn't contact their customer service for over two months because their manager told me it was still working to clean the gunk from my vehicle's system. When I did eventually contact them, I was told they can't do anything to resolve the issue because the service was performed too long ago.

  Business Response

  Date: 01/09/2025

  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 service we performed on the vehicle was correct. The guest was advised by his mechanic to replace spark plugs and wires, this is not a service we offer. We stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************* The claim remains denied, closed, and no further action will be taken. 

  Business Response

  Date: 01/13/2025

  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 service we performed on the vehicle was correct. The guest was advised by his mechanic to replace spark plugs and wires, this is not a service we offer. We stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************. The claim remains denied, closed, and no further action will be taken. 

  Customer Answer

  Date: 01/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The business needs to make clear upfront that if your vehicle has an old sparkplug,  the service may do the exact opposite of what is intended. I shouldn't have to pay for a new sparkplug when the miles per gallon was fine before the service I purchased.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 01/14/2025

  While we empathize with the guest's situation, our Upper Management Team holds the final decision in the claims process. As we mentioned in our previous correspondence - the fuel system treatment was completed properly without error. The mechanic the guest visited said what he needed was new spark plugs and wires. Spark plugs have a lifespan of 30,000 - 90,000 miles and this guests mileage was 91.698 at the time of service. 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:01/09/2025

  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 in for an oil change last Thursday and over the next few days I was experiencing smoking coming from my vents and under the hood and leaking oil. I took the car back several times, opened a claim as well as waited several days for a manager to call me back and still no resolution. After an entire week, my car is still leaking oil and they changed the oil filter and checked under the car for any reason why the car may be leaking and nothing. They assume it’s under the hood, I’ve been getting the run around non-stop and not even a refund or an oil change done CORRECTLY. I don’t understand how it’s such a difficult thing to do when Valvoline prides themselves on oil changes. This needs to be resolved asap!!! Southdale location in Edina MN. I have also sent in proof for the claim of entire ordeal and still the run around. Do I have to sue for help?? This is ridiculous!

  Business Response

  Date: 01/14/2025

  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 issue the guest is experiencing is not related to services received at our location. The guest has brought the vehicle back to the location 3 separate times and each time we have checked and the leak is not coming from the drain plug nor the oil filter. 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.

• Initial Complaint

  Date:01/09/2025

  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 1/4/25, after initially receiving an oil change, air filter, and having my brake light fixed, ten minutes later, upon receiving recommended services from my initial visit, I returned to receive recommended fuel system treatment ($51.35 for fuel system treatment and $130.28 for all other services listed). Upon completion, the technician advised that my truck would sputter, cleaning out gas deposits for more fluid driving, and 2 miles in, when on my way to ***** ***** * ****** (**** ***** *****), my car stalled. I cranked my vehicle twice, before my truck set ablaze, totaling my vehicle that I just paid off last month ($23,000 spent paying off my vehicle). When fuel system treatment leaks onto engine components, it can occasionally cause fires. This was the case as it leaked into my ignition component. The Sheriff's department, Bradenton PD, and Fire Stations came onto the scene (Please see police and fire incident reports). Seeking reimbursement on services rendered, money for a new vehicle (NOT only the Kelly Blue book value of my truck and listed damage expenses on the fire incident report, but more, as I narrowly escaped with my life intact - PTSD, smoke inhalation, etc.). Medical liability claim filed with Allstate insurance at the moment and seeking legal counsel.

  Business Response

  Date: 01/09/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Currently this guests claim is still pending and under investigation, which means we will not disclose the information of the pending claim here. If the guest would like to check the status of the claim please reach out to our Customer Care team by calling ************* We want to advise this guest no action can be taken via the BBB. Our Customer Care team will be happy to assist.

  Customer Answer

  Date: 01/15/2025

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

  Valvoline Instant Oil Change refuses to do anything other than POSSIBLY reimbursing me for rendered services that occurred the day my truck set on fire.

  The Kelly Bluebook value of my truck is nearly $15,000, but they went off of the fire incident report that renders findings inconclusive.  They'd have no way of knowing the reasoning for my truck being totaled, but excess fuel system treatment applied to my truck, in all likelihood, leaked into my engine components specifically my ignition source, which after cranking a few times, resulted in my truck smoking/catching on fire.  Pending dispute with Bank Of America to dispute all charges, I'm appointing legal counsel, and am also calling local news media outlets to fully expose their organization.  I recently paid my truck off last month (not even a full month ago - $23,000!) and had no other choice but to purchase another vehicle to commute to my job on a daily basis.

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

  Business Response

  Date: 01/16/2025

  While we empathize with the guest's situation, our Upper Management Team holds the final decision in the claims process. The Upper Management Team has reviewed the information, and shared their decision for the denial. This is based on the fact that after viewing the DVR with the Area Manager, Store Manager and the Fire Department - it was determined by all parties that the service was completed 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. This claim remains denied, closed, and no further action will be taken.

• Initial Complaint

  Date:01/08/2025

  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 first visited on Saturday, December 7th. I went only for an oil change. They asked if I wanted them to check the fluid on my differentials and I told them that would be fine. The ONLY thing they said was that the fluid in the back was slightly dirty. After I drove off, my truck started making a weird noise and me and my wife started smelling a burning smell. We noticed it after they closed, and they're closed on Sunday, so I called them on Monday morning (Dec 9th) to ask if they knew what happened. They said to bring it back in ASAP. I left work early to get it back. On the way, my truck started shaking violently. Once I got there, they said that *they didn't seal the rear differential and all of the fluid leaked out due to their mistake*. They offered to fill it back up for free to hopefully solve the issue. I said yes. I tried to leave once it was full, and the truck immediately started shaking again. I pulled into the parking lot and walked in to ask what was up. They told me that they were not mechanics and that they only know fluids. I had my truck towed to their sister shop (******* **** *** ***** at their recommendation. After a few days, I was told there was over $5,000 dollars of damage to my differentials. The shop now says that they told me the fluid was low (they did not; not once) and that there was a leak that was pre-existing. They did say that they found a leak AFTER the damage was done. They were already topping it off when they said this. They had told me they didn't seal it properly not 15mins before trying to pin it on me by saying there was a leak. Now they're saying they told me these things the first time and that I refused, which is a flat out lie. Why would they offer to fill it up for free the second time if I was supposedly already told it was low and about a leak and refused service the first time? If that doesn't show the guilt, I don't know what does.

  Business Response

  Date: 01/09/2025

  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 Differential Fluid was low upon arrival, and he was verbally told this during his initial visit. The seal on the Differential was leaking before he came in. He did not want to do a service on it. The second time he came in they topped off fluid and it began leaking all over. The guild was below the seal the first time and when they topped it off it went above seal and showed leak. We stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************. The claim has been denied, closed, and no further action will be taken.

  Customer Answer

  Date: 01/09/2025

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

  I was not told anything about a leak OR low fluid upon my first visit. The fact that this is being lied about is beyond me, and completely unprofessional. I did not deny a single service offered to me during my first visit. I requested to be contacted by management and have had constant trouble in doing so. Now they are saying they talked to me about it, when that's not true either. The only manager I have been able to talk to was from Trusted Tire and Auto who relayed simply that Valvoline wouldn't accept my claim without actually having a conversation with me directly. It is insane to me that they suggest I denied these services upon my first visit and and that this is all my fault, and then decide they want to do it for free upon my second visit? They told me it was their fault, and then told me it was "already leaking" AFTER they admitted they messed up, AFTER filled it for free, and AFTER THE DAMAGE WAS ALREADY DONE.

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

  Business Response

  Date: 01/09/2025

  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.

  Customer Answer

  Date: 01/09/2025

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

  I have already called the you have number listed, called again yesterday, and got the same response about "No further action" regardless of any information provided. Here you say you accept information from me, on the phone you say that there is nothing you can do other than hope the area manager will contact me. The area manager has already apparently stated that he talked to me, even though he has not. I will be contacting lawyers tomorrow unless I am given a reason not to prior to then. Thank you. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:01/08/2025

  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 daughter has only taken her car to Valvoline for her oil changes. On her last oil change the technician explained that her car is now leaking oil from the oil pan plug but that it wasn't their fault because her car has a lot of miles on it and that she should definitely get it looked at because it is leaking bad and they couldn't fix it. I immediately filed a claim online as that was the proper procedure to follow. The manager from the valvoline called me and said yeah sorry but your car has a lot of miles on it and thats probably why your oil pan is stripped now but it wasn't our guy. I then asked to escalate my claim as all he did was just deny any responsibility. I waited several weeks to just have them say sorry the area manager denied your claim there is nothing we can do. My daughters car was NOT leaking oil before this visit as we take very good care of her car. and now it is leaking and we need to get it fixed ASAP!

  Business Response

  Date: 01/09/2025

  Our records indicate the guest opened a claim with upper management, through our Customer Care team. Management investigated the claim and found that the service was performed correctly. The drain plug is a wear and tear part that will require replacement after the vehicle has had many oil changes. The claim was denied and closed based on these findings. If the guest has any questions about the outcome of their claim, they can reach out to our Customer Care team at ************* for further assistance.

• Initial Complaint

  Date:01/08/2025

  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.

  My mother went to Valvoline in Woodbury to get an oil change. She is an elderly woman so apparently an easy target. **** told my mom that she was due for an entire fuel system cleaning for $139.99. She wasn't sure she needed this so **** told her that her warranty with Subaru would be voided if she didn't get this maintenance done. This is untrue and an example of Valvoline trying to scam people into buying services that they don't need.
  
  I called Valvoline to ask for a refund for this service due to the unethical practice and they said they don't give refunds.
  
  I am very disappointed and would like them to stop scamming elderly people.

  Business Response

  Date: 01/08/2025

  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: 01/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I called several times and my claim # is **********  They definitely have a claim number for me, so their response is a blatant lie.  They shouldn't be able to just lie their way out of being held accountable.

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

  Business Response

  Date: 01/09/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. We were unable to find the claim because it was under her mothers name, and her mothers name was not listed in the BBB. The claim has since been located, we appreciate the guest sharing the claim number. Our records indicate the management team reviewed the services received during your mothers visit and denied your claim. This denial is due to the fact that we offer additional services based on your vehicle's manufacturer recommendations for the mileage and/or the condition of your vehicle. These are always optional, and we train our employees to be fair and honest as possible. Our Upper Management team holds the final decision in these matters, and we stand behind their decision to deny the claim. This claim remains denied, closed, and no further action will be taken.

  Customer Answer

  Date: 01/09/2025

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

  It is unethical to tell someone that their manufacturer warranty will be voided if you don’t purchase these extra services.    That is not a practice that you should push on to your employees.  That is the issue here- telling an elderly woman that she will void her warranty that she spent a ton of extra money on.   You should be ashamed 
  
  
  
  Sincerely,
  
  
  
  ******* *******