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

  
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  Valvoline Instant Oil Change

  6110 Shepherdsville Rd Louisville, KY 40228-1024

  
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  Valvoline Instant Oil Change

  3608 Bardstown Rd Louisville, KY 40218

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/26/2024

  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.

  Brought my van in to have oil changed, when I left I drove about 2 miles and the van began sputtering and jerking. I pulled into the nearest parking lot and shut it off. There was huge oil spots all over the parking lot and the road as far as I could see. Got in my spouses vehicle and went back to valvoline and told them. They drove to the parking lot my van was parked in and checked and said the old gasket on the oil cap hadn’t been removed and replaced and just had a new placed over it so it did not create a seal causing all oil to leak out. They fixed the gasket and then replaced oil but my vehicle had a check engine light come on and is now parked until this is resolved. When trying to open a claim I was hung up on and they said they were denying it because of the use of cuss words. Military, marine veteran- I cuss when I talk. The claim rep was speaking to me like I was stupid from the beginning. They just do not want to fix their mistake.
  Once an engine has been ran without oil , it creates a groove and even if it gets lubricated - eventually (maybe days, maybe weeks, maybe months- but will happen) causes an issue. My engine needs to be replaced.

  Business Response

  Date: 12/26/2024

  We thank the guest for reaching out to Valvoline, and we’re certainly sorry to hear about any issues the guest is experiencing with their vehicle. Our records show a claim was started by the guest that was then forwarded to our management to start an internal investigation. Our management team stated the vehicle did have oil, but the oil was 1.5 quarts low, so our management team then re-performed the oil change and changed the oil filter again to ensure there were no leaks and the oil was full. Our management team determined the vehicle was okay, but the guest stated they wanted to have the vehicle checked out by a mechanic shop. Our management team denied this request as the vehicle is fine and the guest then stated they would be seeking legal assistance. Once legal becomes involved in the claim process both our management team at the store and customer care can no longer speak with the guest and all communication is then through our legal department and the guest’s legal representation. If the guest has not obtained a lawyer, they are more than welcome to go and have a diagnostics performed on the vehicle and if anything is wrong with the vehicle that is associated with the oil change the guest can then contact our Customer Care team with any supporting documentation, but please note our management team will not cover the diagnostic fee. 
  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:12/26/2024

  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.

  I went to Vavoline for an oil change on 10/22/24 and incurred damages to my car as a result. I needed to have it repaired by the dealership. We spoke with Tony at Vavoline and he advised to open a claim to which I did in November ****** **********) asking for reimbursement for all of my expenses. The claim included photos of damage / oil leak, receipt from dealership diagnosing the problems, receipt from oil purchase, receipt from the rental car company.
  
  I have followed up with Vavoline support four times with no response. I am seeking reimbursement for the botched oil change and all following expenses I incurred due to their errors.

  Business Response

  Date: 12/27/2024

  Hello,
  We thank the guest for reaching out to Valvoline, and we’re
  certainly sorry to hear about any issues the guest experienced with their vehicle
  after service. Our records show our management team attempted to contact the
  guest yesterday 12/26/24 to advise that the reimbursement requests have been
  approved, but there was no answer, and a voicemail was left. Our management
  team is also refunding the original service, so the guest should expect two
  checks in the mail within 7-10 business days. The refund check is $94.49, and
  the reimbursement check is $548.40. If the guest needs to speak with management,
  please advise the guest to contact our Customer Care team.
  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:12/23/2024

  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.

  11/29/2024 went in for an oil change
  week later 12/09/2024 and driven 1,000 mile
  went back I thought they had to tighten filter or drain plug
  unfortunately they told me it had been over filled by at least 2 quarts
  and this was said to me by *** ***** *** the store manager
  and it looked the the rear main seal was leaking and he started a customer care complaint #********* after not hearing from them for 5 days I called they they asked me to take it to a shop they choose they confirmed that the rear engine seal had been damage I again didn't hear anything from Valvoline so I called the shop they said they gave them the estimate so I asked how mush it was and was told $1,298.05 after not heard from the store I called there customer care line they said that **** (the area manager) and ******* (the market manager) denied the claim saying I drove to much and my car has 192,00 miles on it
  my car is a 2014 Hyundai sonata limited in perfect condition
  I have a receipt that say's they over filled it
  I only want to be made whole

  Business Response

  Date: 12/23/2024

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Currently this guests claim is considered still pending and under investigation, which means we will not disclose the information of the pending claim here. The Market Manager will be in touch with the guest on Monday 12/23 after further investigation. In the meantime, 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.

• Initial Complaint

  Date:12/23/2024

  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.

  I am writing to formally address an issue with the service I received at the Valvoline Instant Oil Change located at 4305 W Craig Rd, where I have exclusively taken my truck for oil changes over the past year.
  
  For my most recent oil change, I decided to perform it myself. However, upon removing the oil drain plug, I noticed a piece of thread—either from the plug or the oil pan—had come off with the plug. After the oil finished draining, I attempted to reinstall the plug, but it would not tighten and simply spun freely.
  
  Based on this, I believe the issue stems from the previous oil change at your location, where the drain plug was likely over-tightened, damaging the threads. I reached out to the service center immediately to report the issue, and while they did file a claim, no immediate action was taken to resolve the problem.
  
  This is deeply frustrating as the damage caused by the service team has left my truck undrivable, yet I have been told I must wait two business days for an investigation. This delay is a significant inconvenience, as I rely on my truck for work and cannot afford the downtime. I believe the issue could have been addressed promptly by towing my truck to the location and resolving the damage caused, yet this was not offered.
  
  Additionally, the customer service experience was disappointing. The responses I received from both Paul (the service center manager) and April (the representative who filed the claim) were dismissive, and their tone made it clear they had little concern for the inconvenience or urgency of the situation.
  
  I have photographic evidence of the damage and am confident it directly relates to improper handling during the last oil change at your location. I expect Valvoline to take full responsibility and expedite the resolution of this matter.

  Business Response

  Date: 12/23/2024

  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: 12/27/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because I was told in two business days I should be getting a response to whether or not the company will cover the damages they caused. Here I am responding 6 days later with no response. I called on December 26 via the number they provided me to get an update on my case only to be told I should be getting a response by 8pm closing time. However I received no such response. I find this completely unprofessional as I now have been without my vehicle for almost a whole week.

  
  
  ****** ******

  Business Response

  Date: 12/31/2024

  Our records indicate that the guest's claim was thoroughly investigated by our management team and the management team spoke to the guest as well. Management reviewed video footage that confirmed the oil change was performed by our oil evacuation method, which means the drain plug wasn't touched or removed. Additionally, the guest's last 3 services have been performed via the oil evacuation method. Due to these findings, the claim has been denied. Our management team holds the final decision in the claims process, which we back as well. The claim will remain closed and no further action can be taken.
  
  

• Initial Complaint

  Date:12/20/2024

  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.

  This happened on 11-27-24. They basically vandalized my car. Very bad customer service.

  Business Response

  Date: 12/23/2024

  Thank you for taking the time to reach out to us about your recent service experience. Our records indicate that the guest was unhappy with his initial visit, stating that the technicians were not professional. On 11/27 the guest revisited the service center were he presented very aggressive behavior. The guest proceeded to curse at and made indirect threats to the technicians at the service center. Stating such comments as "do y'all want to fight or take it to the street" and "this is why places get shot up." The guest then later called our Customer Care team and continued the hostile behavior. If the guest would like to professionally continue discussion with our team we advise them to call Customer Care at ************* We want to advise this guest no action can be taken via the BBB. Our Customer Care team will be happy to assist.

• Initial Complaint

  Date:12/20/2024

  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 have just been advised that the last oil change on my vehicle there was a "Last Chance" plug placed in my oil pan at my last oil change and the bolt that was in it was not longer there. In order to get an oil change on my vehicle now I will have to replace my whole oil pan due to the damage of the prior bolt no longer being there. I have only previously gotten my oil changes at the Valvoline Instant Oil Change at 5330 N. Beach Street, Haltom City, TX 76137 but due to unresolved damage to another vehicle that they have caused I am no longer going to this place of business. This is the second vehicle that this Valvoline has damaged and did NOT inform me at the time of services of what they did. I feel they should be responsible for the cost of repairs to the damage they have cause to my vehicle.

  Business Response

  Date: 12/23/2024

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

• Initial Complaint

  Date:12/20/2024

  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 went to this location on November 2, 2024 to get an oil change and the thugs there tried to strong arm me into purchasing a $229 battery when my battery is perfectly good. The mechanic disabled my car from beneath and they played games. The attendant on top made me exit my vehicle and when he entered, he began to work in tandem with the gentleman underneath my car and miraculously, there was power again and I could depress my brake pedal and move my steering wheel again. I uploaded th epicture on Yelp where I went right across the street immediately to O'Reilly's and the battery read "Good Battery". These thugs tried to take advantage pf me and refused to give me a receipt. I called customer service 4 times and they advised me that the issue was being escalated and I have not heard from anyone. They did not add the extra quart of oil that my engine requires and it has been idling rough every since I left. I am afraid to go back because of the threatening, menacing response from the techs and the manager. The next day when I went to advise the manager of what had happened to me, he was very argumentative in defense of his employee and guaranteed me that I was lying even though he had not reviewed any footage. It is a well oiled scam that they are running and I do not feel safe knowing that these hoodlums have my address.

  Business Response

  Date: 12/20/2024

  Hello,
  We thank the guest for reaching out to Valvoline, and we’re
  certainly sorry to hear about the guest's most recent experience. We did locate
  a claim filed with our Customer Care team; however, our management team has not
  updated our Customer Care team yet, so we sent a follow-up request to
  management on behalf of the guest. It typically takes management 24-48 business
  hours (1-3 days) to follow up once the request has been submitted, so if the
  guest does not hear from management within that time frame, please advise the
  guest to contact our Customer Care team directly.
  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:12/19/2024

  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 went to Valvoline for a oil change on 12/23/24 as the young man was lifting my hood he noticed that he was causing damage. The young man proceeded and I was not notified of the damages that happened, I filed a police report and was advised by the Volvoline team by several people including the store manger that I didn't have to call and make a report that I can just file my complaint through the customer support line. I did do that on November 23 and was finally contacted by the region manager on December 5, 2024. In which he was asking how much i pay for my deductible and or i can spilt the cost. I advised him that I didn't file with my insurance because they clearly see on the video my car was not damaged upon entry and I was not splitting a cost. He proceeded to ask me to get a estimate and I have in which I sent to his cell phone number and attached to my complaint online. I have left messages and called customer support

  Business Response

  Date: 12/19/2024

  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: 12/29/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they asked me a month later to file this through my insurance and they pay my deductible. This is the only solution with them knowing that this can be against me on my license 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 12/30/2024

  As previously stated, this guest's claim is currently in progress and is still being reviewed by our management team. The guest should reach out to our Customer Care team at ************ with any questions regarding the claims process. 

  Customer Answer

  Date: 01/02/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: because they are no longer investigating my claim the manager contacted me and asked me to file a claim with my insurance and they will cover the deductible 
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:12/18/2024

  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 took my 2023 VW Tiguan with <20k miles for a routine oil change. Two days later the car broke down and low oil pressure light came on. It was a dangerous location and a state trooper had to help relocate my car while I waited for roadside assistance. The initial VW evaluation reported a split oil filter O ring and significant leakage of oil as well as metal shards throughout the oil filter and the engine. They recommended replacing the engine and the turbo (with a quoted price of approximately $15,000). Presence of metal in the oil filter / engine is a clear indication that the engine has been damaged. I am concerned for the safety of myself and my three young children in this car with a damaged engine. I should not be responsible for the financial burden of replacing the engine due to faulty service. And my family's safety should not be compromised. I expect my car to be restored fully to the condition it was in at the time I presented for service - engine/turbo replacement, as well as coverage for the initial service, roadside assistance, rental car, and depreciation to the resale value of the car. I have communicated with Valvoline who offered to replace the oil and oil filter.

  Business Response

  Date: 12/19/2024

  We are sorry to hear that this guest experienced an issue with their vehicle after service. A claim is needed in order to further address these concerns. We do not have any record of a claim associated with the name and information provided. Please contact our Customer Care team at ************ to start the claims process and receive further guidance.

  Customer Answer

  Date: 12/23/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I have already filed a claim. Here is the claim number:
  

  *********
  

  this was filed the night my car broke down. Please confirm with your records and update your response.

  *** ****** 

   

   

  
  
  Sincerely,
  
  
  
  Amy Korwin

  Business Response

  Date: 12/26/2024

  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: 12/26/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have dealt with your customer care center repeatedly as well as the regional district manager who was dishonest, disrespectful and manipulative. Worst customer experience I have ever had. Your corporation is absolutely abhorrent. You should be ashamed of yourselves. 
  
  
  
  Sincerely,
  
  
   *** ******

• Initial Complaint

  Date:12/18/2024

  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.

  On 8/11/2024 I went for the 1st time to Valvoline Instant Oil Change Co for an oil change at 3911 S Hamilton Rd Groveport, Ohio 43125 Attn: **** Manager.
  
  This location did not fill up my oil on my 2019 Jeep Cherokee at the oil change on 8/11/2024. I was 3.5-4 quarts short oil per *** **** **** ********** Lancaster Ohio...paperwork attached.
  
  I sent the Groveport location at a certified letter because I thought Valvoline did not fill up my oil properly....Lancaster Ohio location has never done this to me. I could have blown up my engine that had an extended warranty 2025 100,000 miles unless (Valvoline doesn't fill up the oil correctly.
  
  Valvoline Groveport Manager has never called me to apologize for the mistake or to say anything about jeopardizing my newer 2019 Jeep Cherokee vehicle from not installing the proper amount of oil in my Jeep.
  
  I recently took my vehicle back to *** **** ********** for an oil change per their request to make sure that my 2019 Jeep did not need a new engine and luckily far as I can tell and the dealership said my warranty is still in tack and no damage was done from being 3.5 or 4 quarts low on installed Valvoline oil. Luckily my 2019 Jeep is still not using oil.
  
  I use the Lancaster Ohio Valvoline Instant Oil Change all the time.
  
  I am asking for a refund of $65.56 for invoice $65.56 Invoice 98635 because my 2019 Jeep Cherokee oil was not installed by your top technician properly at the Groveport location 3.5-4.0 quarts of oil.
  
  Again my Jeep still does not luckily use any oil after the Groveport mistake.
  
  Thank you,
  
  William Sharpe
  
  614-620-3592
  
  I just did an oil change and transmission service on my 2005 GMC truck 411,000 miles at the Lancaster location and they did an excellent job for me as I am used to by Valvoline.
  
  I haven't complained to the Attorney General yet but really upset about my wasted time and money for this situation.

  Business Response

  Date: 12/19/2024

  We appreciate the guest reaching out and sharing their experience. We also apologize for the experience they had with us. I have set up a refund of $65.56 for the service, as the guest requested. A check will be mailed to the address that is on their invoice with us. The check should be received in 7-10 business days. If the guest does not receive it or has any questions at all, our Customer Care team is happy to help at *************