Complaints

This profile includes complaints for Valvoline Instant Oil Change's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Valvoline Instant Oil Change

  100 Valvoline Way Lexington, KY 40509-2714

  
• 

  Valvoline Instant Oil Change

  3721 Charlestown Road New Albany, IN 47150

  
• 

  Valvoline Instant Oil Change

  2514 Allison Ln Jeffersonville, IN 47130-5948

  
• 

  Valvoline Instant Oil Change

  6110 Shepherdsville Rd Louisville, KY 40228-1024

  
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  Valvoline Instant Oil Change

  3608 Bardstown Rd Louisville, KY 40218

  

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

• Initial Complaint

  Date:05/28/2025

  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.

  After receiving an oil change, the store or tech didn’t inform me verbally that my skid plate was damaged or that a bolt was missing— although they did list it on my folded receipt that they sneakily tucked away when handing to me. It was not broken when arriving and I noticed something was dragging on the way home and could visually see it hanging. Secondly— they said they couldn’t replace my tail light or brake lights at this location, so I went to a second Valvoline 20 mins later @ 502 S State St, Westerville, OH— they advised me the store most likely didn’t want to do it or didn’t know how, so they lied to get me to leave the shop. The second shop did it for me no problem and you can confirm that with their location. The first location that damaged my skid plate and and lied about my tail light and brake lights is @ 2124 Polaris Pkwy, Columbus OH and has a history of damaging skid plates and lying about it… just by looking at google reviews.

  Business Response

  Date: 05/30/2025

  We are sorry to hear that this guest experienced an issue with their vehicle after service. A claim is needed in order to further address these concerns. We do not have any record of a claim associated with the name and information provided. Please contact our Customer Care team at 800-327-8242 to start the claims process and receive further guidance.

• Initial Complaint

  Date:05/28/2025

  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 have been going to this business for 6 plus years. In early February, I took my SUV in for a oil change. It was late April (26th), I went to pick up my kids from my sisters house. Upon pulling up, a family friend of ours, asked me when this "knock" started. I said it just started but wasn't sure as to what day. A week prior he was there when I picked up my kids and I didnt have a "knock". Anyways the family friend (***, licensed mechanic) asked if he could look at it, I agreed. He pulled the dipstick and it was bone dry, he put my SUV up on ramps to get a oil ***ple. Before we even checked the drainplug, he took a picture of the oil filter leaking, he checked the drainplug and he was able to loosen it by his fingers! He pulled a small amount of oil out of the engine (a shotglass worth) and put the plug back in. He poured the oil out onto a plate and there was metal chips on the plate. after showing me, we grouped the chips together and took a photo of it. I contacted Valvoline about this, submitted photos and had their store manager come to look at the SUV. He took his own photos and even a few videos. He sent that onto the district manager who informed me Valvoline wont take responsibility for the "knock" as the engine is known for it. Prior to the knock starting, my SUV ran fine with all service being done.
  
  *** and I added 2 quarts of oil to the engine (just so there is something in it) but I know a engine needs oil to run. 8-9 weeks prior to *** stopping me I was topped off at Valvoline, so where did it go? I did no work on my SUV but the oil went somewhere. It has sat at my sisters house for a month and there is a oil puddle under the SUV now. I want my engine fixed or replaced but this shouldn't fall upon me or my wallet as I did nothing to the vehicle. Yet a licensed mechanic was able to loosen the drain plug with his fingers and there is a leak in the filter.
  
  Can submit photos upon request, to big to attach under supporting documents.

  Business Response

  Date: 05/30/2025

  We are sorry to hear that this guest experienced an issue with their vehicle after service. A claim is needed in order to further address these concerns. We do not have any record of a claim associated with the name and information provided. Please contact our Customer Care team at 800-327-8242 to start the claims process and receive further guidance.

• Initial Complaint

  Date:05/28/2025

  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 5/22/2025 at 12:12 PM my spouse *** ******** took our vehicle a 2010 Honda Accord to Valvoline on 1082 Farmington Ave., Bristol, CT 06010 and got an oil change which was done on Sunday 5/25/2025. I noticed a large puddle of oil in our home driveway so on Monday 526 2025 I took it to *** **** on New Britain Ave. in West Hartford to be looked at and to get more oil at that time. *** **** advised me that the oil pan has been damaged that the threads where the plug is was threaded And damaged due to over tightening of the oil plug. damaged due had advised me that I needed a new oil pan which I declined so on 5/ 27/2025. I called Valvoline’s customer service number at 1-800-327-8242. I spoke to customer service representative ***** Who took my claim claim number is ********* and she also put me in touch with the location where I had the oil change and I spoke to the store manager, David. I advised him of what was going on. He told me he would call *** **** and he will get back to me about 2 PM or a little later on 5/27 then called me back says that since *** *** had touched the car Changed the filter put oil on it and just put the plug in in a way that it would not leak oil that they are not liable for the damage that the car had endured. I then proceeded to tell them that I had to do something because there was no oil in my car and I did not want to damage my engine. They were closed on 526 so I took it to the closest place to me. They still said that it’s not their problem. They are not liable and I have to take it somewhere else so I did advise them that I would be making a complaint with the BBB the Department of consumer protection, and also the state representative’s office. I picked my car up from *** **** and dropped it to my normal mechanic was has not looked at the car as of yet and has not provided me with a price of the damage.

  Business Response

  Date: 05/30/2025

  Our records indicate the guest had a claim with our management team through Customer Care. Management investigated the claim and found that the guest had already had repairs performed on the vehicle. As stated on our invoices, "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." The guest was advised that the claim was denied for that reason, by our management team. If they have any questions about the claim, our Customer Care team would be happy to help at 800-327-8242.
  
  

• Initial Complaint

  Date:05/28/2025

  Type:Sales and Advertising 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 Sunday May 18 I took my 2021
  Kia shortage to the Valvoline located at 3231 E Michigan ave mi Jackson mi 49202 there I spoke with ***** who took my payment for the oil change of $50.99 there were two men in front under hood and one more under the car
  When I pulled out from Valvoline I couldn’t do more than 65 and my engine shut down when I took a look there was oil all
  Over passenger front tire and when i opened
  The hood the oil was everywhere the car won’t start I called Valvoline and asked if they noticed any leaks ***** stated he was under the car and nothing was seen I explained I was on the side of the road now and have to get a tow he offered my money back(still not received) and we hung up I called AAA and had to get a tow truck to the closet kia which was in Jackson at the time on Monday *** from kia called and statd that my oil plug had not been torqued back from the oil change I called ***** back and he was defensive told me he was under the car he told kia the camera has his employee under the car he also had ***** call me wed to tell me no one was under the car or near the plug from what the video( which I haven’t seen) reveals I’ve spoke to the area manager ****** as well long story Valvoline has messed up my engine and I cannot drive it they are unprofessional ***** never filed a complaint I did when I stopped by on Thursday this place is not fit for business if they will not handle responsibility for their actions

  Business Response

  Date: 05/29/2025

  Our records indicate the guest had a claim that was started through Customer Care by the Service Center Manager. The claim was thoroughly investigated, and video footage of their service was reviewed. Our oil changes are performed by an evacuation method, which involves extracting the oil from the vehicle without removing the drain plug. The footage reviewed confirmed this was how the service was performed. The claim has been denied because a drain plug issue would not be related to their oil change at Valvoline, as we did not touch the drain plug during the visit. Our team refunded the guest for the oil change via check, as a courtesy. If the guest has any other questions about their claim, our Customer Care team would be happy to help at 800-327-8242

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had our oil changed at this location. Approximately 1,600 miles later the engine started making a noise. Upon inspecting the vehicle, Meineke found that the oil was extremely low. They directed us to return the vehicle to Valvoline. We returned the vehicle to Valvoline where they confirmed that the engine was 3 quarts low, admitted that they likely did not put enough oil in the vehicle and added the oil. We returned the vehicle to Meineke and were told there's an internal issue with the engine and to notify Valvoline. I filed a claim with Valvoline over the phone. It was referred to the store manager, who told me that the vehicle needs to be diagnosed by the dealer before they can determine liability.
  I asked to speak with the person above the store manager. He refused to tell me who it was and that he would have him call me. I never heard from Walter and now have received an email that they are not taking responsibility for the damage and are closing the case without the Area Manager speaking to me or getting a diagnoses from the dealer. They do not refer these cases above the store level. A store is NEVER going to admit liability for their mistakes. We took the vehicle to the dealer to be diagnosed and were told that we need a new engine. I contacted Valvoline to reopen my case with the proof from the dealer. Valvoline contacted the dealer to confirm and told the service department “I guess I’ll have to review the video.” I sent a follow up email every day for 14 days with no response. On 5/19 I called and was told the claim is being denied but they are still waiting for the video footage. When I pressed for an answer on when video footage will be available and how they can make a decision without reviewing the footage, I was put on hold and then told the footage is back and it shows that everything was done properly. When I asked to see the footage I was told they don’t release it and the only way to see it is to file a lawsuit and subpoena it.

  Customer Answer

  Date: 05/21/2025

  This shows Jiffy Lube but my complaint was against Valvoline in Webster Groves, MO. It was formerly a Jiffy Lube but is not currently. How did this get switched to the wrong business? 

  Business Response

  Date: 05/21/2025

  Please provide proof of service via the actual Jiffy Lube store #, date of service, invoice #, vehicle make and model and VIN # in its entirety as this will enable us to search our database.

  Business Response

  Date: 05/30/2025

  Our records indicate the guest had a claim with our management team through our Customer Care team. Management investigated the guest's concerns and reviewed the video footage of their service. Video footage confirmed that the service was done correctly. Based on these findings, the claim has been denied. Our management team holds the final decision in the claims process and we back that decision as well. If the guest has any questions about their claim, our Customer Care team would be happy to help at 800-327-8242!

  Customer Answer

  Date: 06/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: no manager is ever going to admit fault on their store. There is no higher level unbiased review process for these claims. They won’t show the customer the video to back up their findings. This is completely unacceptable that the store level makes a decision on their level of fault in a very serious situation that costs a customer $20k. If the video found no fault, why not show it to the customer? I had two mechanics tell Valvoline this is their fault but they are relying solely on the store manager to decide if his store did something wrong. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 06/02/2025

  We are in receipt of this guest's 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 DVR footage shows the service was completed without error. Furthermore, the vehicle in question has been wrecked 4 times previously, one of those times rendering the vehicle a total loss and salvage title. The vehicle drove 1600 miles after service, if the vehicle had only 2 quarts of oil, as the guest claims, it would not have traveled 1600 miles. Our upper management team holds the final decision regarding claim outcome. 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.

  Customer Answer

  Date: 06/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have had two different mechanic tell me and Valvoline that it is in fact caused by Valvoline. Their refusal to show the footage tells volumes about their process. The fact that no one of authority beyond the store manager will speak to me is unacceptable. The employee when we took it in with the low oil admitted they didn’t put enough oil in the vehicle. We were not shown the dipstick to prove the oil was full. Previous wreck history is not relevant to this claim. It has passed all inspections previously including one by Meineke immediately prior to the oil change. A vehicle being wrecked previously does not indicate problems or remove the duty to care for a customer’s vehicle properly. Both mechanics have told me to continue to pursue this as they believe Valvoline is at fault. I will not accept an answer of we are denying the claim without some sort of visual proof that Valvoline did in fact do everything right. I’ve been told repeatedly that it is denied without valid proof There is no process of escalating a claim beyond store management which is unacceptable and unethical. 
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my 2017 Ford explorer to Valvoline on May 13th for a oil change. I had no issues with vehicle going in. When I was pulling in the coolant light went on. I asked the technician about it they said they think it is my thermostat and I needed to take it to a mechanic. They said they would top off the coolant. I asked the technician if I needed to go to the mechanic right away. The technician
  Said"Just don't drive it to California" I responded can it wait until Friday they said absolutely I said my commute is Hartford they said that was fine. I left there went to work in Hartford at the Capitol. On my way home to Southington I made it too Farmington before coolant light came back on. Car was still driving fine though. Got off my exit and the car started smoking. I pulled right over and got the car towed to the mechanicac. I reached out to valvoline to have them address it they were not helpful at all. when the mechanic looked at it it was the water pump ( no relation to the oil change.) But if I had gone right to the mechanic the water pump wouldn't of went it only went because of the thermostat. The only repair being the thermostat. So instead of bring a $2,000 repair it came out to $3700 repair. When the valvoline called back they compared me asking for advice from the technician as listening to a McDonalds worker. I asked to speak to the are supervisor they never got back denying the claim. I am not asking for the whole repair just the difference that the tech cost me by telling me to drive on it for days!

  Business Response

  Date: 05/27/2025

  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 service performed on the vehicle had nothing to do with the water pump. Furthermore, the vehicle arrived with the coolant light on  the dash. We simply advised the guest to proceed with caution when driving the vehicle. Our upper management team holds the final decision regarding claim outcome. 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 800-327-8242. This claim remains denied, closed, and no further action will be taken.

  Customer Answer

  Date: 05/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was never advised to proceed with caution as stated they advised me to continue to drive the vehicle  until Friday.  When I went to pick up the vehicle yesterday the mechanic advised me that it was the thermostat that was broken causing the water pump to go (water pump was less than 2 years old).  If I had gone right to the mechanic this would of been quite cheaper of a repair he assured me.  The water pump would of never went.  Never once did any of the technicians at Valvoline say to proceed with caution.  I explained how far I work and this was on a Tuesday and they assured me I can drive until Friday when I could get it to the mechanic.  I never said it had anything to do with the work they did on the vehicle.  But they did say they added coolant which they didn't do because the manager (from Valvoline) said the machine that does that wasn't working. The manager told me that taking advice from a technician was equivalent from taking advice from a McDonalds worker direct words from the manager.  I reached out to them several times before to make this right and they refused. My total repair cost was $3769 I am just asking for some of that to be covered because of the result for being told to continue driving it with the light on and them not putting coolant in it like they had said they did.   Thank you so much for all the attention to this matter. 
  
  
  
  Sincerely,
  
  
  
  ******* ******* *******

  Business Response

  Date: 05/28/2025

  As advised previously, the management team that relayed the denial holds the final decision in our claims process. We stand behind our management team's decision. No further action can be taken and the claim has been closed. If the guest has any questions, our Customer Care team is available at 800-327-8242.

  Customer Answer

  Date: 05/29/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I reached out to the care center 5 times after that with no response or call back.  Also the comments made were false they never said to proceed with caution as said in last response.  They also said they were adding to the coolant which was also not done. So there actions did cause more damage to the car then should of been. So they directly had caused my vehicle to have a very expensive repair that was not needed.  I had reached out to them several times to have them make it right as I respect them as a business and have always liked going to them.  But when a technician makes such a big mistake the correct thing to do is make it right.  Mistakes happen it is human nature but again the right thing to do is make it right.
  
  
  
  Sincerely,
  
  
  
  ******* ******* *******

  Customer Answer

  Date: 05/29/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I reached out to the care center 5 times after that with no response or call back.  Also the comments made were false they never said to proceed with caution as said in last response.  They also said they were adding to the coolant which was also not done. So there actions did cause more damage to the car then should of been. So they directly had caused my vehicle to have a very expensive repair that was not needed.  I had reached out to them several times to have them make it right as I respect them as a business and have always liked going to them.  But when a technician makes such a big mistake the correct thing to do is make it right.  Mistakes happen it is human nature but again the right thing to do is make it right.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 05/29/2025

  While we empathize with the guest's situation, as previously stated, our management team holds the final decision in the claims process and we back their denial. The Upper Management Team has reviewed the information, and shared their decision for the denial with the guest. We firmly stand behind the decision to deny this claim. The claim remains closed, and no further action will be taken.

  Customer Answer

  Date: 06/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They keep coming back with the same response no solution or even explanation.  The reason I am still fighting this is because one and foremost the technician gave false information causing more damage to my vehicle which is a direct negligence from Valvoline. They were giving several chances to respond make it right or even call back at points.  As a BBB they should be held to a certain standard which it doesn't seem like are adhering to. Mistakes are made we are human but unfortunately when it is such a costly mistake I have to follow up.  Thank you for your continued support.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:05/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11-29-2024 i purchased one gallon of Valvoline motor oil on a promotion where I was supposed to get back $7 via rebate. My receipt and rebate form was submitted online. I inquired with Valvoline via my missing rebate in April of 2025. I received an email back saying they were going paypal me my $7. See attached. I never received the payment via paypal and now the company does not respond to my messages.

  Business Response

  Date: 05/30/2025

  Rebates are unrelated to Valvoline Instant Oil Change. The guest will need to reach out to the Valvoline Global team at 1-800-TEAM-VAL.

  Customer Answer

  Date: 06/02/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I called the number and spoke to Yoly. She said knows of no rebate and she said she is not associated with valvoline global. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 06/03/2025

  Hello,
  
  We appreciate the guest for reaching back out to Valvoline. We're certainly sorry the guest was not able to get assistance through our Command Center, so we're advising the guest to contact our Rebate department directly at 888-755-8809. 
  
  Please advise the guest that we are unable to assist with rebate inquiries, as only our Rebate department has access to this information, and this BBB is closed. 
  

  Customer Answer

  Date: 06/03/2025

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

   

  I called 888-755-8809 and was told to call 800-327-8242 for customer support.  They told me to call rebates again at 888-755-8809.  

   

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

• Initial Complaint

  Date:05/27/2025

  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.

  I went to this location for an oil change about 3 weeks into having my brand new car. I had ZERO issues with oil leaking or anything with the car before I went to this Valvoline location. The person who did the oil change was banging underneath my car for about 15 minutes and was visibly shaking the car. He tells me and my bf that he had to do that to take out the drain plug and he never mentioned at all ANY OTHER ISSUE WITH THE OIL PAN OR THE CAR but apparently he had wrote there was an issue on the service report to cover his own ass. two days later my entire oil change leaked onto my driveway. I get another oil change from a different place and the same thing happens and then the mechanic tells me Valvoline most likely stripped my oil pan. I go to a Firestone to solidify what the issue is and they confirmed it. Now I’m being quoted 1500 dollars to fix the oil pan and I filed a claim with Valvoline and now they’re acting as if there’s nothing they can do. I didn’t break my car THEY did

  Business Response

  Date: 05/27/2025

  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 800-327-8242. 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:05/27/2025

  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.

  I got an oil change at Valvoline on 5/21/25 at the *********, ** location and they both caused damage to my car that I had to pay another mechanic to repair and tried to scam me into buying a new battery that I did not need. At the end of the oil change they had me start the car and the battery light came on, I have never had an issue with the battery before. Then they tested it and said it was testing poorly and may break down on the way home. After I declined to buy a battery from them, wanting to take it to a trusted mechanic, they reconnected something under the hood and when I turned the car back on the battery light was no longer on.
  I believe they purposefully made the battery test poorly so I'd buy a new one, because when I had it checked at another mechanic the charge was 100% and the health was 96%. That mechanic identified that during the oil change they had disconnected the mass air flow sensor, which this mechanic then fixed. I filed a claim by calling valvoline customer service requesting a refund for the oil change due to the cost of the repair. Then the manager, who was the one who incorrectly tested the battery, called me to follow up on the claim. He asserted that they did nothing wrong, despite my stating that I had to get the mass air flow sensor reconnected in my claim, and said that batteries have a mind of their own and it's normal for them to test completely differently at different times. I've looked into this statement and it's not true unless there is a mechanical issue, which my mechanic confirmed there is no problem with my battery.
  I've attached photos of my receipt from Valvoline, the report from the other mechanic I took it to, and the report from the battery test run by the other mechanic. I've obscured personal information such as my address for privacy reasons.

  Business Response

  Date: 05/27/2025

  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 our processes are recorded as our team works - we would never disconnect your battery to falsify information. Our upper management team holds the final decision regarding claim outcome. We stand behind the decision to deny the claim. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at 800-327-8242. This claim remains denied, closed, and no further action will be taken.

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had my vehicles serviced at this location for many years.
  On 5/21/25 I took my vehicle in for service, this involved an oil change, wiper replacement and tire rotation. After leaving the location me & my wife started hearing a noise from our front drivers side tire. The sound continued to get louder and louder. Once I made it home and further inspected the vehicle I found all the lug nuts loose on that tire.
  After filing a complaint with Valvoline they stated that after they reviewed recorded footage all procedures were followed.
  I knew that after I tightened the nuts for safety reasons and told them this, that they would more than likely deny responsibility.

  Business Response

  Date: 05/27/2025

  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 location management reviewed the DVR footage and all processes were completed without error. Our upper management team holds the final decision regarding claim outcome. 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 800-327-8242. This claim remains denied, closed, and no further action will be taken. 

  Customer Answer

  Date: 05/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: If the technician did follow all procedures then my drivers side front lug nuts would not have been loose. Please provide DVR footage to myself & BBB if management is confident in their decision
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 05/30/2025

  As previously stated, our management team holds the final decision in the claims process and we stand behind their decision. The claim has been denied based on the investigation findings and has been closed. No further action can be taken. 

  Customer Answer

  Date: 06/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Valvoline hasn’t been willing to negotiate to resolve this matter. Valvoline also hasn’t provided their proof that the technician followed all procedures via DVR footage. Had the technician followed all of his procedures, I wouldn’t have had to call said technician back to my vehicle to check air pressure. Air pressure check is one of the required checks. And this too would have been visible via the DVR.

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