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

  1273 18 Mile Rd Central, SC 29630

• 

  Valvoline Instant Oil Change

  211 W Main Street Williamston, SC 29697

• 

  Valvoline Instant Oil Change

  3721 Charlestown Road New Albany, IN 47150

  
• 

  Valvoline Instant Oil Change

  2514 Allison Ln Jeffersonville, IN 47130-5948

  

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:02/23/2024

  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.

  On 2/2/24 I got a synthetic oil change at this place. As soon as I left, I started noticing a burning oil smell. I searched online and found this was not uncommon - sometimes there is a bit of oil spilled. TWO WEEKS on, I'm still smelling burning oil, so I took my car to my regular mechanic. He said that there was oil spilled all over the engine and differential. He said someone had to spill that much oil for this to happen - he charged me $110.00 to clean up the mess these amateurs at Valvoline had caused.
  
  I filed a complaint with the company - I was told that the video was watched by the district manager (right) who saw nothing and my claim was denied. I can assure you that there is no way other than through the actions of the incompetent employees at this Valvoline that the oil got all over my engine. I want a full refund.

  Business Response

  Date: 02/27/2024

  Our records indicate this guest had a claim with us that was investigated by our management team. Management reviewed video footage from the visit which verified the service was performed correctly and no oil was spilled during the service. Our management team sent out a free oil change coupon to the guest as a courtesy. This claim has been closed and no further action will be taken.

  Customer Answer

  Date: 03/02/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they are lying about sending any free oil change voucher - just like they are lying about their employees not spilling oil all over my engine. 
  

  you can tell these folks they have earned a lifetime of ill will from me - as well as negative word of mouth every time I get a chance. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:02/22/2024

  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.

  see attached
  

  Business Response

  Date: 02/22/2024

  We are in receipt of this guests claim and apologize for the frustration felt throughout the claims process. Our records indicate the management team reviewed the services the guest received, we replaced the engine as well as paid for a rental vehicle as the engine was replaced. The vehicle was repaired by a dealership, if there is an issue with the engine now, it must be handled by said dealership. Not by Valvoline Instant Oil Change. This guest has been hostile throughout the entire process, he has been banned from renting vehicles at Enterprise, he has been sent a Do Not Return letter from us as well, due to his threatening behavior toward managers and staff. Furthermore, this guest has signed a Release Of Claims form on January 11th 2024. 
  
  The claim has been denied, closed, and no further action will be taken. 

• Initial Complaint

  Date:02/21/2024

  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 January 21st, 2024, I took my vehicle to the Valvoline Center located at 4670 S US Hwy 1, Fort Pierce, FL 34982 for a routine oil change service. However, during the service, the oil filter was improperly secured, causing oil to leak and ultimately resulting in my car engine being blown. This negligent act has left my vehicle inoperable and has caused substantial inconvenience and financial burden.
  
  Following the incident, I contacted Valvoline to report the damage and seek compensation for the repair costs. In response, Valvoline offered a mere $950 as compensation, which is grossly inadequate considering the extent of the damage and the cost of replacing the engine. Our vehicle was purchased on November 30th, 2023, for $2,554, and according to estimates provided by reputable mechanics, the cost to replace the engine exceeds $4,850.50.
  
  Despite providing evidence of the vehicle purchase and repair estimates, Valvoline has offered an insufficient amount for compensation. This not only violates the trust and confidence I placed in their services but also demonstrates a lack of accountability and commitment to customer satisfaction.
  
  I would like either the $2,554 that I paid for my car or for them to replace my engine plus a refund of the $34.23 that I paid for my oil change.
  
  I firmly believe that Valvoline should be held accountable for its negligence and should provide fair and adequate compensation for the damage incurred to my vehicle. I request your assistance in mediating this matter and ensuring that Valvoline upholds its obligations to customers and adheres to the highest standards of service and integrity.
  
  Thank you for your attention to this matter. I trust that the Better Business Bureau will take appropriate action to address this complaint and facilitate a resolution that is fair and satisfactory for all parties involved.

  Business Response

  Date: 02/21/2024

  Hello,
  We’re certainly sorry to hear about the guest's experience,
  and we understand the frustration. Our records show the service center manager
  called our Customer Care department on 1/31/24 to report the customer had contacted
  the store to request someone come to the guest house to check out the vehicle. Upon
  inspection the manager confirmed the oil filter was missing, the drain plug was
  tight, there was no oil in the vehicle, and the engine had seized. Upon
  reviewing the service via DVR, it was confirmed that the incorrect oil filter
  was used. Our management team concluded that replacing the engine would cost
  more than the vehicle was worth. The vehicle in question is a 2004 Scion xA
  with 168,705 miles, so per the age, mileage, and condition per Kelley Blue Book
  the vehicle's total value is $950. Unfortunately, we will not be able to offer
  what the guest paid for the vehicle. Our management team did send the guest a
  release form to sign regarding the payment offered and the guest declined to
  sign and accept payment. At this time our management team will only be offering
  the guest $950 for the vehicle. If the guest does change their mind and would
  like to accept the deal offered, please advise the guest to contact our
  Customer Care team a* ************* 

  Customer Answer

  Date: 02/22/2024

   
  
  Complaint: ********
  

  Hello,

  Thank you for your response regarding my complaint. I appreciate the detailed account of the inspection conducted by the service center manager.

  
  While I understand your assessment of the vehicle's value based on its age, mileage, and condition per Kelley Blue Book, it is essential to emphasize that the damage to the engine was a direct result of Valvoline's negligence during the oil change service. This negligence has caused significant inconvenience and financial burden for me as the vehicle owner.

  
  Regarding the offer of $950 for the vehicle, I must respectfully decline. Given that I purchased the vehicle for $2,554 less than three months ago and have incurred additional expenses due to the engine damage, this amount does not adequately compensate for the losses I have suffered.

  
  Furthermore, the release form provided by your management team was not accepted because it did not address the full extent of the damages incurred or offer a fair resolution to the matter.
  I remain open to resolving this issue amicably. However, I firmly believe that Valvoline should take full responsibility for the damages caused and provide fair compensation to cover the cost of repairs or replacement of the engine, as well as refunding me the money I paid for the oil change.

  
  I kindly request that your management team reconsider their offer and engage in further discussion to reach a satisfactory resolution. Thank you for your attention to this matter.

   

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

  Business Response

  Date: 02/27/2024

  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 will only be offering the guest $950 for the vehicle. If you have further questions and/or want to accept the offered amount please contact our Customer Care team directly at ************. This BBB claim remains closed and no further action will be taken. 

  Customer Answer

  Date: 02/27/2024

   
  
  Complaint: ********
  

  I am rejecting this response because when I took my car to the service provider's place of business for an oil change, my car was working with no issues. Considering my engine was destroyed as a result of the service I received from the service provider, I require that the service provider either replace my engine or issue a full refund of the money I paid for the oil change plus the actual value of my car as reflected in the receipt provided. I am also requesting the video and proof of the Kelley Blue Book value of my car that the service provider referenced in the previous statement.
  

  Sincerely,

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

• Initial Complaint

  Date:02/20/2024

  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.

  Claim# ********* Got an oil change my car was damage management said the ones responsible doesn’t work there! He looked at my car said get estimate upper office denied it I want my car repaired of the damage they neglect caused

  Business Response

  Date: 02/20/2024

  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 partially denied the claim. The Area Manager looked over the entire case and documents involved and stated that we would not be responsible for any damage other than your skid plate. We offered to take care of the skid plate.  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 ************* This claim is denied, closed, and no further action will be taken. 

  Customer Answer

  Date: 02/21/2024

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

• Initial Complaint

  Date:02/20/2024

  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.

  Valvoline emplees failed to do a primer oil change and it resulted with the engine failing causing loss of work

  Business Response

  Date: 02/20/2024

  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:02/20/2024

  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.

  I visited for an oil change. Within a couple of weeks I noticed a large pool of very black, dirty oil where I park my car. I took my car in to have it checked at the dealer and was told there is a crack in my oil pan due to the oil drain plug being over tightened. When I contacted VIOC, they claim they don't touch the oil plug and denied any claim for damages. I paid about $70 for an oil change and ended up with over $700 of damages to my car. No one else touched my vehicle between the oil change at VOIC and taking the car into the delear. There is no other plausible way for the damage to have occurred. It does not even appear that they actually changed my oil. When they showed me the level after the supposed change, the oil on the dipstick was black and I should have called them out right then. The claim number they denied was **********

  Business Response

  Date: 02/20/2024

  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 we did not touch the drain plug / oil pan because we performed an EVAC service where the oil is suctioned out of the vehicle. We stand firmly 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: 02/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It may not have been this particular Valvoline store which damaged my oil tank.  I have been using Valvoline Instant Oil Change exclusively for oil changes for the last several years.  The previous oil change service, provided on July 3, 2023, by the VIOC store at 11525 Eagle Dr, Mont Belvieu, TX 77523, most likely damaged it and whatever activity took place during this change caused the significant leak I observed.  I spoke with the technician who repaired the damage.  They confirmed that some oil change places don't drain oil and do vacuum as described, but the damage was from an over-torqued drain plug.  If it wasn't this last change that over tightened it, it was the one before.

  I stand by there was no puddle of oil under my car until after I took it in for the oil change and no other service provider or individual has touched my oil system other than Valvoline Instant Oil Change.
  

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

  Business Response

  Date: 02/21/2024

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Claims are location specific, the guest would need to reach out to our Customer Care Team at ************ to start a new claim. 
  
  As for this specific location and this specific instance, we continue to stand firmly in the decision by Upper Management to deny this claim. This claim remains denied, closed, and no further action will be taken. 

  Customer Answer

  Date: 02/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I will make no further request but I firmly believe, based on the business being the only entity to touch the damaged part, that they are fully responsible for the damage. I stand by this and would advise any other consumer to be aware that this business does not rake responsibility for their actions.

  I personally will never use them or any of their locations again.  I had been using them for several years and had encouraged friends and family to do so. I now will actively encourage all to avoid them based on the unsatisfactory response. 

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

• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Valvoline instant oil change to get my oil changed never went to another place before this besides the dealer. They changed my oil, checked my transmission fluid and added two quarts. Left didn't even make it home and my car was smoking oil and transmission fluid everywhere a hole in the place attached to the air box. Manager said go to a dealer and have them look at it a reputable dealer and if they say it's our fault we will cover it this is on a recorded line well the dealer said it was 100 percent there fault and told the Valvoline manager ***** that as well. He then called back and said nope claim is denied after I did exactly what he asked and they said they were at fault. I am a single mom my only car I just paid off I did nothing but what an oil change I don't have money to fix there mistakes. Thank you

  Business Response

  Date: 02/20/2024

  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 the team added transmission fluid via the fill port and the plug is where we checked the level and we did not touch or disconnect any lines. The DVR Footage was viewed and the processes we completed were done accurately. 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 ************. This claim is closed, denied, and no further action will be taken. 

  Customer Answer

  Date: 02/20/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  ******* ***** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:02/12/2024

  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 my oil changed on Valvoline instant oil change on Jefferson Street in Springfield Illinois on January on December 28 and on December 30 my car stalled and said low oil pressure on wall bash crossing over veterans and I took it to my mechanic to get it assessed after having to have it towed and my mechanic said that there was no oil filter on the car and I told him that I had just got my oil changed by Valvoline And I filed a complaint with Valvoline and my mechanic they got a hold of my mechanic and and my mechanic diagnosed the problem with my vehicle being is an engine issue. There’s a bit valve in my engine because of not having an oil filter on the vehicle caused other misfiring of parts in the engine , no one has been in contact with with me. I had been without a car for over 40 days now and I am very frustrated and because I do not have a vehicle and Valvoline will not contact me in regards on how to resolve this issue.

  Business Response

  Date: 02/13/2024

  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, 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.

• Initial Complaint

  Date:02/12/2024

  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 in for an oil change on 2/1/24 and paid $30.85 to Valvoline Instant Oil Change
  (they offered a 50% off coupon)
  
  A botched oil change was performed due to inexperience/negligence.
  
  Unbeknownst to me, oil had sprayed onto the serpentine belt causing it to slip on the pulleys and the 'battery light" to come on in my dashboard. I assumed I had a bad battery or my alternator was going out on me. The very next morning I made an appt to a different shop to diagnose the charging system/battery problem. That's when it was discovered that my car had a major oil leak and it went all over my engine due to an improperly seated rubber O-ring on the oil filter housing.
  
  I incurred $600 in expenses to correct the damage done due to VIOC's mistake
  
  I filed a claim with VIOC's customer care dept. Claim # ********* 
  The store manager where the oil change was done denied my claim for $600

  Business Response

  Date: 02/14/2024

  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." Furthermore, services at the location did not cause damage to the serpentine belt. 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: 02/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was never given a page 2 with that verbiage. Please see attachment I have included in this rejection. No where does it list the wording that you have stated. 

  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. NEVER WAS GIVEN ANY PAPERWORK WITH THIS STATEMENT.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 02/15/2024

  Hello,
  
  We're certainly sorry the outcome of the claim is not what
  the guest was expecting, and we understand the frustration. However, since our
  management team has denied the claim, we do stand behind our management team's
  decision and this claim remains closed. No further action can be taken via BBB
  regarding claims. The guest is more than welcome to contact our Customer Care
  team at ************ to speak with management regarding the denial.

  Customer Answer

  Date: 02/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It is clear to me that VIOC has no intention to make retribution for their mistake and will continue to allow this store manager to use intimidation and denial which will only result in detriment to the companies reputation. I have on other choice than to proceed with "Small Claims Court" as I have been advised to do by my city attorney's office.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:02/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to a Valvoline instant oil change location in Madison, WI on 01/18/2024 at about 10:30am. I paid $58.01 for a basic oil change and filter. Shortly after leaving the location, at 10:50am, my car completely seized up on the highway, and I barely made it onto a highway exit and into a safe parking lot, where my car refused to even turn on again. It was an emotionally jarring experience.
  
  After waiting till the next day for a tow by AAA, I had my vehicle brought to the ********* ********* dealer in Madison, WI to have it looked at, and they concluded that there wasn't a drop of oil in the engine, and they took a video of them taking off the drain plug to prove it. The entire engine now needs to be replaced, as it is completely ruined. This is a cost that I believe Valvoline should have to cover in full, since it was directly caused by the negligence of their employees when I paid them to provide me a service, and that service was not fulfilled.
  
  I reached out to Valvoline on 01/20 to file a claim. They sent an inspector to take a look at my vehicle, and completed their investigation promptly. My claim number is *********. I was then told by the Valvoline area manager that the matter was being handed over to their insurance company, Creative Risk Solutions, and that I should hear back from them soon with an update. After around two weeks had passed, I called Creative Risk Solutions, who didn't even know my name, and had nothing on file about me. Since that point, I have called Valvoline customer care two times to get an update, and was told each time that "I should hear back soon", and I have yet to receive any further information.
  
  My vehicle has been sitting inoperable at the Chevrolet dealership for three weeks now, and it seems Valvoline has either made no effort to fulfill my claim, or is bent on avoiding their corporate responsibility to cover these types of damages.

  Business Response

  Date: 02/08/2024

  Hello, 
  
  We're certainly sorry to hear about the issues the guest experienced after the service regarding the engine. This customer went to a franchise location and they have passed the claim over to the insurance company that the franchise uses. Unfortunately, we cannot assist with the claim via BBB but we did forward this information over to the management team of the franchise requesting management reach out to the guest with an update. 

  Customer Answer

  Date: 02/13/2024

  
  
  Complaint: ********
   
  
  I am rejecting this response because: I still have not heard anything from the management of this Valvoline location regarding my claim. I reached out to their insurance company again, and they still did not have any information pertaining to my claim whatsoever.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 02/14/2024

  Hello, 

  We appreciate the
  response. Again, we are truly sorry for the guest’s experience however we are
  unable to assist via BBB regarding claims as this claim has been passed to the
  franchise's insurance company. We advise the guest to contact our Customer Care
  team at ************ and one of our agents will be happy to get the guest
  connected with management for an update. 

  Customer Answer

  Date: 02/14/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

  I understand that this was not something that Valvoline corporate could handle via the BBB, but I was able to get the franchise location to give me an update on my claim. 

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

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.