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.

close

Find a Location

Valvoline Instant Oil Change has 1355 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:01/07/2025

  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.

  All 4 times we went there they lied on the receipts stating they did and checked things like putting air in the tires, checking lights, blinkers if they work kinda thing, that they "did not do".
  My wife and I both starting witnessing this after the 3rd time going there, we were noticing they did not do most of those things. The 4th time we brought it in, they claimed they didn't break the drain plug seal but never had it in their paperwork if the dropped the oil or did an up top evac, and never did also check that the drain plug was bad the other 3 times we went in claiming it was fine on the receipts.
  
  So, we filed a claim which the company quickly through "their own process", denied because the manager ********* was the one to do the last oil change. He personally denied the claim because he was the one to break the drain plug, or didn't want to fess up to it or never did check it, either or they are at fault.
  
  We actually have to take them to small claims court over this because we have to take this to a dealership and get it fixed now and wanted to take the next steps in letting BBB and others know that this business and their practices are far from ok. Starting from the moment you get in, they don't do all the things they are checking off on your receipt, them not checking the things that we pay them for, down to not being held liable for things they break and how they run their customer service process is very un-ethical and should be fined.
  
  This is the Cottage Grove Valvoline location and dealing with the main headquarters customer service, I cannot speak for other locations. But they have horrible customer service for there business, worst I have ever witnessed and to the point we have to sue them now.

  Business Response

  Date: 01/09/2025

  Our records indicate the guest started a claim with upper management through our Customer Care team. Management investigated the guests concerns regarding a stripped drain plug on the vehicle. The guest's previous service with us was done via oil evacuation which is the method we now use for oil changes at our locations. This means that the bottom side and/or drain plug is not touched during the service. Additionally, the guest attempted to change their own oil prior to coming in. Based on these findings, the claim has been closed and denied. No further action can be taken.

• Initial Complaint

  Date:01/07/2025

  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.

  Since the beginning of 2024, I began having issues with the front window fogging up on my 2018 Nissan Murano for no reason. On occasion, I would hear a gurgling sound coming from the area of the passenger side under the hood. There were no dash lights that came on so I just watched it.
  I contacted ****** ****** service about the issue and it was suggested that I bring the vehicle in for a diagnosis. On 12/30/24 I took the vehicle to Valvoline for an oil change and I have always had them do the oil changes. I paid ****** ****** $179 to diagnose the vehicle for the windows fogging up. They found the problem was the result of the coolant. I was told the incorrect coolant fluid was being put in the car. Nissan requires a specific coolant for my vehicle which is blue. They found my car had green coolant in the system. It was explained to me when the two coolants are mixed it can form a gel like substance leading to issues with the system. They stated that a flush of the coolant system would fix the problem. I agreed to the service and it did indeed fix the problem.
  
  I contact Valvoline with my concerns about them adding the incorrect coolant to my vehicle. I was met with hostility and told that they use a universal coolant on all the vehicles that come in.
  
  Before, I authorized Nissan to do the system flush I contacted Tuffy Muffler to see if I could get the service done any cheaper. I was informed they could save me on the labor but that Nissan required a specific coolant and that it was expensive.
  
  I believe Valvoline should reimburse me the cost of the diagnosis fee and cost of the coolant flush due to their lack of education on my vehicle. My vehicle has not been serviced by any other places then ****** ****** and Valvoline. I have all my receipts. They admitted using the green coolant and tried to justify what they use is a universal coolant. . It an appears to be common knowledge by other business that Nissan requires a specific coolant.

  Business Response

  Date: 01/08/2025

  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 Valvoline uses a universal coolant built to spec's for all vehicles.  Coolant color is just a dye added during production and doesn't indicate the quality or chemical makeup of the coolant. Furthermore, the guest had work done to the vehicle before speaking with us. 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 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: 01/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Valvoline put a coolant in my vehicle that was NOT recommended from the company that manufactured my vehicle which is Nissan. Valvoline did not inform me that they were not using Nissan.specific product on my vehicle.  The color is not the factor. It is the product itself. The color confirms that it is the product that Valvoline uses. I included a picture of the product that Nissan recommends being used. Again, the mechanic at Nissan state that when the products are missed it can cause the coolants to form a gel like system. My car was take to the dealer because of an issue that caused my windows to fog. They determine it was a result of the coolant needing to be flushed. My argument is that the coolant had to be flushed because it was causing problems. As soon flush took place, the windows no longer fogged up. The problem with the windows fogging up started right after. I had brought the car to Valvoline for an oil service in December 2023. The women I spoke to from Valvoline stated when I tried to address my concerns was “we are not mechanics”.  I have called multiple businesses and have been informed that Nissan requires a specific coolant and NOT a universal coolant. Ignorance is NOT an excuse. I believe they are not putting the correct coolant in because they are choosing to use a less expensive product. This is not acceptable when the end result is people having problems with their cars. This is not the first time I had an issue with Valvoline. The previous time I had a 2007 Buick Rendevous that they but the air filter in incorrectly and it made my car drive like the engine was about to blow. Garber Buick diagnosed it and I went back to Valvoline and they we good about it and made it right by paying the diagnostic fees. They should also make this right. 
  
  
  
  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. Our records indicate the management team reviewed the services you received during your visit and denied your claim. This denial is due to the fact that the repairs that were done, were not approved by Valvoline. On page two of our invoices it states "If repairs are required, you must contact Valvoline Instant Oil Change prior to any repairs taking place. We will not be responsible for repairs not authorized by our company." We stand behind the decision to deny the claim. This claim remains firmly denied, closed, and no further action will be taken.

  Customer Answer

  Date: 01/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: when I took my car for diagnosis I was not aware the problem was due to the coolant. It was after the car was diagnosed that I was made aware that the coolant was the problem.  In regards to the coolant service, why would I take my car back to Valvoline to have the coolant serviced when Valvoline does not use the Nissan recommended coolant? That does not make sense. 
  
  
  
  Sincerely,
  
  
  
  **** **********

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This shop does "professional" drive through oil changes, you pull in, park, they change your cars oil, and you pay and drive off typically within 10 minutes.
  
  Shortly after getting my oil change done here, the motor in my car blew up as I was driving home. I immediately stopped the car, turned it off. popped the hood and checked for oil, and it was bone dry, due to their neglect they had not put any oil in my vehicle, I called the shop and they denied it right off the bat, and then I contacted corporate in which they've been ghosting me now for multiple days, they denied my claim twice, not only that but the manager of the store was completely rude, Something needs to be done so this dosent happen to anyone else!
  
  This is a well documented issue online with these type of places, and Im pretty sure they have insurance for this very reason. My only vehicle has a blown motor and I cant just replace it out of pocket! I have no vehicle because they blew it up and now Im having to pay for rides to work because their mistake!

  Business Response

  Date: 01/03/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we’re
  sorry to hear about any issues the guest has experienced with the vehicle. Our
  records indicate the guest’s vehicle was serviced on 10/7/24 and contacted our
  Customer Care team on 12/30/24 to file a claim stating the vehicle did not have
  any oil. Once the claim was started this was then forwarded to both the service
  center manager and area manager to start an internal investigation. Upon
  reviewing the DVR footage from the service, it was determined the service was
  performed correctly therefor our management team has denied the claim. We do
  stand behind our management team’s denial decision and this case remains
  closed.
  Please advise the guest that no further action can be taken
  via BBB regarding claims. For further assistance, please contact our Customer
  Care team at ************, as all claim communication is through our Customer
  Care team only. 

• Initial Complaint

  Date:01/03/2025

  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 October 27, 2024, I went in for an oil change, and everything seemed fine at first. However, I noticed the technician using a blue jug to pour the oil, but didn't think much of it at the time. After leaving the shop and parking my vehicle, I discovered an oil puddle underneath my car, and upon inspection, I saw that oil had spilled across my engine and its compartments. On October 30th, I visited a Valvoline location closer to my home, where they confirmed that oil was indeed spilled throughout the engine. They attempted to clean it up, but after waiting for about three weeks, I noticed the car continued to leak oil from various areas. I returned to Valvoline, and they cleaned it further but advised me to take the vehicle to a mechanic for a more thorough inspection.
  
  I paid $375 for a professional engine cleaning, as the excessive oil had made it impossible for the technician to perform any work on the vehicle. After providing proof of the cleaning, I contacted Valvoline, but their response was dismissive. They claimed there was no camera evidence of the oil spill and suggested that my car burning oil was the root cause, despite my consistent maintenance and regular oil top-offs. This is highly frustrating, as I took my car in for an oil change precisely to avoid such issues. It’s unreasonable to suggest I would intentionally top off my oil after having a service performed. I would appreciate a resolution to this matter, as I feel my concerns are being dismissed unfairly.

  Business Response

  Date: 01/03/2025

  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 guest’s vehicle was serviced on 10/27/2024 and then the guest
  contacted our Customer Care team on 12/26/24 to file a claim regarding oil
  being spilled in the engine bay of the vehicle. This claim was then forwarded
  to both the service center manager and area manager to start an internal
  investigation. Our management team reviewed the video footage from the service which
  showed there were no irregularities or oil spills during the service. Our
  management team then reached out to the guest to communicate their findings and
  even offered for the guest to stop by the shop to review the video footage
  showing everything was performed correctly, but the guest declined. Due to the
  evidence from the DVR footage showing everything was performed correctly, our management
  team has denied the claim. The area manager does have the final say on claims,
  and we stand behind our management team’s denial decision.
  Please advise the guest that no further action can be taken
  via BBB regarding claims. For further assistance, please contact our Customer
  Care team at ************, as all claim communication is through our Customer
  Care team only. 

  Customer Answer

  Date: 01/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
   It fails to address the core issue: I had to return to Valvoline multiple times after the initial service on the 27th of October due to this ongoing problem. I visited on the 30th of October, and again in November; Before going back in December. The issue was immediate after the service, which is why I repeatedly returned to my local Valvoline. They are downplaying the timeline and have inaccurately claimed I must have topped off the oil within two days of the service. This response is once again completely unacceptable.The matter is not deemed resolved and I will continue to inform BBB and any relative entity/outlet in regards to said matter. Resolution would involve reimbursement from having to professionally clean my engine
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 01/08/2025

  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 after viewing both DVR footage's with two different locations, we show no spillage during either service location.  Our records also show the guest's vehicle was serviced on 10/24/2024 and then the guest contacted our Customer Care team on 12/26/24 to file a claim regarding oil being spilled in the engine bay of the vehicle. Furthermore, one of our team members told the guest to have a full service mechanic do a more thorough investigation. We did not advise the guest to have any repairs completed before we had the chance to speak with the said location. 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 stand behind the decision to deny the claim. This claim has firmly been denied, the claim is closed, and no further action will be taken. 
  

• Initial Complaint

  Date:12/31/2024

  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.

  Date of transaction: 11/01/2024
  Amount: $3305.58
  Reason: State Inspection
  Nature of dispute:
  Took **** *** ***** in for inspection, was rejected because of bad front struts, which were replaced for $1321.55. When leaving the business, the car was making loud screeching sounds, which it had never done before. Took car back to business, now technician said it needed front right and left CV AXLE AND BOOTS. I removed car from business and took it to ***** **** ***** *** **** ****** ************* who have 40+ years of working on Volvos. Their assessment was that since it wasn’t making any noise before the struts were replaced, probably didn’t need replacing and when Valvoline employee replaced struts, he damaged CV AXLES and Boots when removing struts. Charge from **** for replacing CV AXLES & Boots, $1984.03. My total out of pocket: 3,305.58.

  Business Response

  Date: 01/02/2025

  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. We are also uncertain that the guest had service with one of our Valvoline Instant Oil Change locations. VIOC does not offer inspections in the state of Virginia, nor would we replace vehicle struts. We are in the business of changing fluids, further mechanical work would require a full service mechanic. If the guest did in fact have service with one of our VIOC locations, we would need more information. In order for us to properly investigate, we will need a claim started by calling our Customer Care team at ************* We will be closing this BBB claim, in order for the proper claim to be made and investigated. No further action will be made on this BBB complaint. Again, please reach out to our Customer Care team.

• Initial Complaint

  Date:12/30/2024

  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.

  12/10/23, Differential fluid changedon my 2019 Subaru Forester at Valvoline Instant oil change store #040115. 11/12/24 took into ****** ********** due to high pitched whining, less than 0.2 oz found in rear differetial which meant place it was last serviced did not put right amoint of fluid in it which was ********* ***** who is now store manager.filed claim with Valvoline #CS1622678 that ******** denied because he was the one responsible for the damage to my car. tried to contact Valvoline regional manager but never received any response, I want Valvoline to reimbuse me the damages caused by the incompetnce of the store. I have all receipts and the Subaru inspection video that was taken. I want this settled! I use my car for work so I had to pay the $2505.60. ******** has refused to admit his mistake since he is the one that originally put the differential fluid in my Subaru on 12/10/23. Valvoline Customer care has been useless in getting this settled.from the time of fluid service and damange was 11 months and 8152 miles.

  Business Response

  Date: 12/31/2024

  Our records indicate that the guest started a claim through Customer Care with our upper management team. Management investigated the guest's concerns with their vehicle's differential by speaking with the Suburu dealership where the vehicle was located. We requested information on the amount of fluid drained from the vehicle, but could not be given an amount as it had been drained before we were able to look at the vehicle. Per Valvoline's invoice "If repairs are required, you must contact VIOC prior to any repairs taking place. We will not be responsible for repairs not authorized by our company. Unfortunately, the guest did not reach out to us and we were unable to properly investigate, prior to any action being taken by the dealership. Based on these findings, our management team has denied the claim. If the guest has any questions about their claim, our Customer Care team would be happy to help at *************
  
  

  Customer Answer

  Date: 01/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There was 0.2 oz of fluid in the differential. Valvoline was contacted the same day and the manager refused to do anything about it! ********* ***** is the one who was working bottom side on the day the fluid was changed so he is the one that did not put correct amount in! He works for Valvoline and is supposed to know what the procedure is but his incompetence caused damage to my car! Valvoline is responsible. I will not put up with Valvoline trying to get out of paying for the damages! If you don’t pay the damages to my car then I’ll hire a lawyer. I have all the proof and the video of the inspection that clearly shows the damage was caused by Valvoline not putting the right amount of differential fluid in! 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 01/03/2025

  Hello,
  We thank the guest for reaching back out to Valvoline, and
  we apologize for any frustration throughout the claim process. As previously stated
  our management team has denied the claim, and we stand behind our management
  team’s decision.  
  Please advise the guest that no further action can be taken
  via BBB regarding claims. For further assistance, please contact our Customer
  Care team at ************, as all claim communication is through our Customer
  Care team only. 

  Customer Answer

  Date: 01/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Valvolines incompetent staff caused the issue by not putting in the correct amount of differential fluid in! Valvoline was contacted by *** ***** of Subaru via email and never responded back! Valvoline is trying to get out of paying the damages to my car by saying the car should have been taken to them! At that time which was over 10 months after the service was done it was not known what was wrong with the car until Subaru found the problem! My self and Subaru tried to contact Valvoline and never received a response until I went thru the BBB!!
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:12/30/2024

  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.

  To whom it may concern,
  
  I am writing this email with updated information related to my claim. I will also provide a summary from the very beginning. I am again requesting that this claim be escalated to a higher level than the area manager (*****) and will provide my justification for my request for higher level escalation.
  
  
  
  To start at the very beginning,
  
  
  
  1. Received oil change in July of 2024 at Valvoline in Grand Junction. During visit, was billed for extra oil. See receipt. (This will become important later)
  
  2. Took a trip to Wyoming and one the way there, drove by the Grand Junction, Colorado shop, which was very busy so I opted to go to the one in Wheatland, Colorado on my way to Wyoming. Received oil change there. Wheatland shop DID put oil in the engine. The next morning, while on the highway near Lusk Wyoming, going 70 MPH, I had loud engine knocking, smoke, and complete engine failure. Luckily I was not injured.
  
  3. I noted that there was no oil on the dipstick and coolant was leaking all over when the car slammed to a stop on the side of the road.
  
  4. Called *********** Roadside assistance and requested a tow.
  
  5. Called Platinum Garage in Wyoming and told them I was towing the vehicle up to them for diagnosistics since they were the closest shop capable of doing diagnosists. (I was in Rural Wyoming). I told them the engine had failed and that there was coolant everywhere, and that there was no oil on the dipstick.
  
  6. A passerby who was a mechanic stopped and noted that there was little to no oil on the dipstick as well. I told him about the oil change the day before. He noted that the lack of oil in the engine and indicated that I needed to file a claim with Valvoline.
  
  7. Tow truck driver also noted the coolant everywhere and lack of engine oil. Due to suspicious circumstances, Indicated to file a claim with Valvoline.
  
  8. Paid a tow truck to tow the vehicle to the closest shop that could give me diagnosistics. That shop was 90 miles away in Gillette Wyoming. They did not have the ability to get the car into their auto shop so their trailer shop looked at the vehicle and provide diagnostics (See platinum garage receipt).
  
  9. Had to get a rental car in Gillete Wyoming while awaiting someone from Grand Junction that could come and tow my car home.
  
  10. Paid a driver and rented a ***** trailer to tow my car back to Grand Junction, Colorado
  
  11. Dropped vehicle off at ***** ******, a **** Certified Shop.
  
  12. Called Valvoline to start a claim. Valvoline customer care was great. They told me to not have the shop touch the car at all, and to request an investigator come out and look at it. *** ****** did not touch the vehicle and *****, owner of the shop indicated that he would not inspect it until someone from valoline came out as I had been told would occur from talking to the customer care team.
  
  13. *****, Area Manager called and immediately denied my claim and cited video evidence as his reason. Refused to send out an investigator. Did not listen to my concerns at all. (IF you listen to the video recordings of our calls, I even noted that in my initial conversation with him that he was doing everything for plausible deniability and was not even listening to my case)
  
  14. I had to call Valvoline customer service back to get ***** to listen to my evidence. He was again dismissive. He only relented on sending an investigator when I insisted.
  
  15. The investigator, ****, came to the shop, did not engage with the shop owner as requested, took some pictures and left. The shop owner, *****topher, had to flag **** down at the stoplight to get him to come back and show him the reasons for the complaint. *****topher showed **** the engine oil sitting on top of the engine and the oil residue that spewed out of the filter that was not correctly fitted by your shop. *****topher also attempted to show **** the oil filter oring not being positioned correctly.
  
  16. Even after **** took pictures, ***** again indicated that Valvoline is sticking with its original assessment and my claim is denied. My concern here is that ***** had it in his mind to deny this claim from the very beginning and sent **** out as a formality because I insisted. When **** came out, due diligence to get evidence and talk with the shop did not occur and your company failed to complete an honest inspection and listen to the shops’s concerns.
  
  17. ***** made several false statements including:
  
  “You could have never driven a state and a half away” if the oil filter was installed incorrectly. I did not drive a state and a half away. That is a false statement.
  He stated that the oil that was sitting on top of the engine compartment is not near the oil filter. That statement is also false but your company failed to do a thorough investigation of the evidence whereby you would have seen that.
  ***** indicated that he believed that I hit a rock and that the rock damaged my radiator. That statement is false. There is no damage to the radiator, per *** ******
  ***** indicated that the oil residue all over the top of the engine looked like “degreaser”. That too is a false statement and another sign that due diligence did not occur to actually investigate this claim.
  ***** indicated, during our very first conversation, after reviewing only video evidence, when I asked about Valvoline’s insurance and attorney, ***** indicated that he had already consulted with an attorney on this. I find this very hard to believe that the attorney would be consulted after he reviewed the video evidence for a few minutes.
  ***** mentioned that my oil level was overfilled when I came in. ***** tried to say that being overfilled was a possible reason for engine failure. Again this was an attempt to blame the customer (me). You will note that VALVOLINE did the oil change in Grand Junction and charged me for extra oil. (see bullet #1)
  ***** also stated that although he can send an investigator out, “we are not mechanics” and cannot diagnose engine failure. From the above statements, its clear that ***** has made several statements related to diagnosing engine failure.
  18. Sent emails asking to elevate this case above ***** as I felt his responses were misleading and all attempts to deny liability without a truly making an honest attempt at a fair investigation.
  
  19. December 12th – missed a call from *****. Returned call but no call back
  
  20. December 13th- talked with Valvoline Customer Care and they informed me that higher level manager had reviewed claim and concurred with *****. I stated at length my concerns with the investigation and ****** false statements. I indicated that I had photo evidence and my shop’s verbal discussions with me related to why this was a valid claim. Indicated I felt ***** did not listen to any of that evidence. Valvoline customer care stated that based on the evidence provided, there was no reason to honor the claim. I acknowledged understanding and indicated that my shop had not yet provided a written diagnostic assessment and that I would respond to this claim once I had that and would provide photo evidence as well.
  
  21. Called ******* to ensure that this was not a engine recall issue, as I knew that this may be a reason for another denial. They gave me a Case # ********, wherein they stated that ******* has no engine recalls on this particular model / year / engine and that this specific vehicle did not have the engines that are in the news for engine failure.
  
  22. I have included the diagnostic evaluation from *** ****** as additional evidence and also included the photo evidence and text messages.
  
  
  
  Today, 12/19/2023, I am again requesting that a higher authority review the evidence, review this email, review the provided evidence and that a full and honest investigation take place. I have not yet drafted the Better Business Bureau complaint as I am trying to give Valvoline time to respond. I have consulted a litigation attorney and do have credible evidence to file a claim in court related to Valvoline making false or misleading statements and denying a claim without making efforts to honestly investigate claim. I will continue to contact Valvoline until I have what I have requested, which is a fair and honest investigation into the claim, and a satisfactory outcome.
  
  
  
  Please reach out after reviewing this claim and honor my request for this to have a higher level review, as *****, area manager, has, from the very beginning, made multiple misleading statements and has not listened to the customer in this case, (me) with my concerns.
  
  
  
  Please do what you can to make this right and avoid me needing to escalate this to court and the better business bureau.
  
  
  
  Thank you,
  
  ****** *******
  
  ************

  Business Response

  Date: 12/31/2024

  Our records indicate the guest reached out to our Customer Care team and initiated the claims process. A claim was started and escalated to our management team who spoke to the 3rd party repair facility the guest had the vehicle at, reviewed video footage of their service with us, and the vehicle was looked at by our team. Video footage verified all aspects of our service were performed correctly, an oil pressure test was performed, final checks were done, and the oil level was verified. On inspection of the vehicle, no oil was found on the oil filter housing or in the engine bay, which would indicate there wasn't an oil leak from the oil filter. It also appeared that the oil filter had been tampered with prior to us being able to assess the vehicle. 
  
  The guest has been provided with all of this information and has been advised that the claim was denied by our management team, based on the findings. In our claims process, the Area Manager holds the final decision in the claims process and we back their decision. We stand behind their decision to deny this claim and the Market Manager has been made aware as well.  This claim will remain closed, no further action can be taken.

  Customer Answer

  Date: 01/02/2025

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

  Valvoline has never informed me that they found evidence of the oil filter being "tampered with".  Customer service told us expressly to not touch the vehicle until it could be investigated and the shop did not remove or touch the oil filter until the Valvoline investigator was present.

  The investigator also drove off before an investigation could be completed and had to be stopped at the stoplight to come back to the shop. 

  Due diligence for an honest evaluation of the evidence would be for Valvoline to call me, discuss the reasons for denial, and call the original shop in Gillette Wyoming that did a visual inspection to see if they touched the oil filter. 

  This is all I have requested, was for someone other than the Area Manager (*****) to call me so I could discuss this claim.  Those requests have all been denied and I have not talked to anyone. 

  I have evidence of the Area manager making false and baseless claims and have only asked that someone escalate this to someone else to discuss and understand my concerns. 

  There is also evidence of quite a bit of oil on top of the engine bay as shown in the pictures.  (see picture above) 

  This case is extremely disturbing to me simply because Valvoline will not have a conversation with me, other than to have the Area Manager call me and make demeaning and baseless claims.  

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

  Business Response

  Date: 01/02/2025

  Hello,
  We thank the guest for reaching back out to Valvoline, and we
  apologize for any frustration throughout the claim process. As previously stated,
  our management team has denied the claim, and we stand behind our management team's
  decision. The guest has contacted Valvoline several times and each time the
  denial has been explained to the guest. This case remains denied and closed.  
  Please advise the guest that no further action can be taken
  via BBB regarding claims. For further assistance, please contact our Customer
  Care team at ************, as all claim communication is through our Customer
  Care team only. 

  Customer Answer

  Date: 01/07/2025

  see attached response. 

  Customer Answer

  Date: 01/08/2025

  
  
  

  Complaint: ********

  in your message on 1/2, you state: 

  "On inspection of the vehicle, no oil was found on the oil filter housing or in the engine bay, which would indicate there wasn't an oil leak from the oil filter. It also appeared that the oil filter had been tampered with prior to us being able to assess the vehicle."  The guest has been provided with all of this information and has been advised that the claim was denied by our management team" 

  1. You state in your response that there is no oil on top of the engine bay.  that is directly contradictory to your Area Manager's statement to me that the "oil on top of the engine is on the wrong side of the engine for it to be leaked out of the filter".  Again, this is further evidence of Valvoline making false and misleading statements (thus the reason for this BBB complaint).  Please review the audio from the phone calls between myself and the area manager in which he admits there was oil on the engine bay. 

  2. Despite your statement, no one at valvoline to this day has informed me that there was "no oil on top of the engine bay, nor told me the "oil filter had been tampered with".  The only reasons given me for the denial were false and misleading claims such as "you hit a rock, or you had extra oil in the engine".  Valvoline continues to make false and misleading statements in order to deny liability.  I said such in my first conversation with the area manager.  If you reviewed the audio from these calls, you would hear that.   

  3. Making a claim that the oil filter was tampered with, and stating that I have been informed of this is a blatantly false statement.  Now you are calling into question my integrity or the integrity of the shop.  I am a high ranking Goverment official with security clearance.  My shop is **** certified and has a great reputation.  Your claim that there was evidence of oil filter being tampered with is disturbing in that you have not done your due diligence in the claim to contact the first shop that looked at my vehicle in Gillette Wyoming (which I have requested) to determine if they looked at the oil filter.  I also can show that the evidence I had of the oil filter being faulty was prior to my request for an investigator to come out (Which I can only assume (since you havent communicated this to me) is your basis for this statement, that the shop tampered with the oil filter only after the claim was denied and I was denied an investigator). 
  
  

  In your response you also state that  will not be responding to my complaint via Better Business Bureau.  You also directed me in your response to Valvoline's customer service, however when I call there, I am simply told that you have denied the claim and that you will not do anything further related to the claim. Your attempts are wrong, illegal, and dishonest.  I will continue to pursue legal action and assistance from the BBB. 

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

   

  
  
  
  
  

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Valvoline change my oil on 12/17/2024. The location I went to said that the location I'm filing a complaint against stripped threads from the oil pan and they were not able to put a regular drain plug back in and had to use what he called a "last resort". I asked him about the drain pan and was told Valvoline would cover the replacement. On 12/23/2024, I went out to start my vehicle before work and noticed the oil all around the front tire in my driveway. I planned on waiting until after the holidays to contact Valvoline about fixing the oil pan, but since it was already leaking, I had no choice but to call. The customer care department put me in touch with the manager of the Valvoline in my complaint. He offered to come to my house and put a temporary fix on it again. I had agreed and asked where I need to go from here to get the oil pan fixed. As soon as I brought that up, he said that the oil pan is a "wearable" part. I told him that was not true. When I insisted that he give me a number to the corporate office, he said that he would deny my claim. They have agreed to refund the cost of the oil change and the manager put a plug in, but the thread are stripped out from one side. That was on 12/27/2024. This morning,12/28/2024, the oil pan is leaking from the drain plug again. I want them to cover the cost of an oil pan, labor to replace the oil pan, and any parts and gaskets needed to return the oil pan to its previous condition.

  Business Response

  Date: 12/30/2024

  Our records indicate the guest reached out and started a claim through our Customer Care team, with our Management team. Management reviewed the guest's concerns and reached out to speak to the guest. The Area Manager resolved the issue and is refunding the service with us as well, which was to the guest's satisfaction. If the guest has any other questions or concerns about their claim, our Customer Care team would be happy to help at *************

• Initial Complaint

  Date:12/30/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 12/21 I went in to get my car service , one of those services was a transmission fluid change , two days later my transmission failed . I called to complain and start a claim . I had to tow my car from work ( 60 miles ) to the dealership because Valvoline refused to look at my car , the dealership wrote a report stating that due to what Valvoline did to my car that was the reasoning of my transmission failing . I have had no prior problems with my transmission since i bought my car . Valvoline denied my claim , and refuses to take responsibility for the damages on my car .

  Business Response

  Date: 12/30/2024

  Our records indicate the guest started a claim through our Customer Care team, with our Upper Management team. Management reviewed and investigated the guest's concerns, which included speaking to the Service Technician at the dealership where the vehicle was located. The dealership advised our Service Center Manager that they did not believe the Valvoline service caused the guests issue. The diagnostic paperwork the guest provided from the dealership states it may have been due to a lack of maintenance on the transmission. Based on the investigation findings, the claim has been denied. The management team holds the final decision in the claims process and no further action can be taken. If the guest has any questions about the claim, they can reach out to our Customer Care team at ************, for further assistance.

  Customer Answer

  Date: 01/02/2025

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

  on the report I uploaded it also states that due to the service that was done that’s the reason my transmission failed. But they didn’t include that in their investigation . I spoke with the dealership after Valvoline had contacted them and they told me that they never agreed to that statement the only reason why they put that in there is because they have to state all possible options for legal reasons. And since they don’t have a history of my car being serviced at the dealership they have to include that as a possibility. Valvoline is disregarding all the information given in that statement and only using what they believe will help them deny my case . That’s not justification, they neglected to mention that it also states that due to the service done on my car is why my transmission failed  . This is coming from the dealership so that alone should supersede any other statement on that report that’s the most important part that validates my claim! 

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

  Business Response

  Date: 01/02/2025

  Hello,
  We thank the guest for reaching back out to Valvoline, and we
  apologize for any frustration throughout the claim process. As previously stated,
  our management team has denied the claim, and we stand behind our management team's
  decision.
  Please advise the guest that no further action can be taken
  via BBB regarding claims. For further assistance, please contact our Customer
  Care team at ************, as all claim communication is through our Customer
  Care team only. 

  Customer Answer

  Date: 01/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: as a customer I have rights and Valvoline has chosen to not exercise my rights , I have the right to use all resources available to state my case is valid . The outcome that is fair is Valvoline assumes responsibility for the damages caused to my vehicle . I could have died in a crash due to their negligence! This company has to be investigated and held accountable for their negligence . 

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

• Initial Complaint

  Date:12/30/2024

  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 dodge truck was took for an oil change on December 19th by my wife! Immediately leaving the parking lot my wife noticed a real strong oil smell and gasoline smell. It became worse! Being Christmas she had time off so truck was parked for 4 days when she went to the grocery store on December 26th noticing our driveway completely covered in oil and decided not to drive it an had me come home to check it! After popping the hood i immediately noticed the breather cover was broken and after further investigation the truck was completely out of oil and filter was put back in properly! I immediately took the truck the valvoline an was told the manager would give me a call! My wife out to call out of work bcuz she didn’t have a transportation! After no call back from anyone for hours I finally call an placed on a 3 way call with manager named ****** an customer care he proceeded to tell me he didn’t think they broke it but would look at camera footage next morning an if it showed they broke it they would fix it an also get me a rental for my wife an give her the days pay she missed $120 the following morning the 27th I drove down to speak with the manager an he was highly rude an told me they wasn’t liable an wasn’t doing anything! I requested to watch the video and could clearly see the service helped put his hand over the spot where the breather is broken! So clearly showed they broke it an yet manager saying no! Truth still smells of gasoline and oil an still no calls back an wife still without transian possibly having to call out again

  Business Response

  Date: 12/30/2024

  Our records indicate the guest has a claim with us that was thoroughly investigated by our Store and Area Managers.  Video footage of the service was reviewed, which confirmed that the service was performed correctly. It is not possible for the damages the guest has alleged to have been caused by one of our team members, based on the review of the service. However, the Area Manager did advise the guest we would be happy to review a diagnostic report if the guest has a diagnosis performed, and it concludes the issues experienced are a result of Valvoline's oil change. Our management team did agree to refund the guest's service, as well as order a new engine cover for their vehicle. Additionally, our Area Manager holds the final decision in the claims process and has denied any further action on the claim. If the guest receives the diagnostic that was discussed, our Customer Care team would be happy to help share this with our management team. Customer Care can be reached at *************