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

  154 Franks Dr Madison, IN 47250-2462

  
• 

  Valvoline Instant Oil Change

  2114 State St New Albany, IN 47150-4923

  
• 

  Valvoline Instant Oil Change

  4909 Dixie Highway Louisville, KY 40216

  
• 

  Valvoline Instant Oil Change

  9903 Taylorsville Road Jeffersontown, KY 40299

  

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:02/08/2024

  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.

  I took my car to Valvoline on Chambers Road. The oil change was in early November 2023. After the oil change, the car started running differently. My car started to run really rough. I saw my receipt in my glove box for Valvoline, and I realized it was someone else's receipt. I took the car back to Valvoline, and they told us the wrong oil was put into my car. They drained that oil and gave me an oil change for free. They put in 5w-30, but the oil cap says 5w-20 for the car. I had to take my car in the get the oil topped off. I never had to do that before. They charge me $14.99 for the top off. That was free in the past. Since the car is still not running like it should, I filed a claim with Valvoline. They denied the claim. My car was running well before the November oil change.

  Business Response

  Date: 02/08/2024

  Hello, 
  
  We're certainly sorry to hear about the issues the guest has experienced after service. Our records show there was a claim started and our management team concluded during the investigation the DVR footage was reviewed and the service was performed correctly. Our Product Support team confirms both 5W-20 and 5W-30 oils are both compatible with the vehicle. During the service, the 5W-30 full synthetic oil was used and has been confirmed the correct oil was used. Our management team has denied and closed this claim. No further action will be taken. 

• Initial Complaint

  Date:02/07/2024

  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.

  In November, I received an oil change from Vavoline.Eveything appeared to be fine until I went to get an oil change with another business/ facility.At examination of the vehicle before dissembling the air to do an oil change, oil was notice.Ipon performing the services, it was discovered that a torch was used in the oil change procedure, thus causing damage to a wall or another part to now cause the oil leaks that I’m having.My housing is destroyed.Filters don’t fit.A claim was put in and I was called back the same day by a claims specialist.Immediately after her introducing herself she stated that she was gonna connect me with the store manager.Wasn’t sure why I needed to speak with him at this point but we connected.Right at connection he immediately denied such procedures happening, didn’t listen to what I stated at all and dismissed my claim.I instructed the claims rep that I didn’t desire to remain on the call with someone that’s rude and couldn’t listen and made a sudden decision based of details with no pictures sent for my claim.Within 2 hours, the claim was closed.Yup, just like that.I asked the claims rep for corporate details and she stated she was corporate.Since when Is a claims rep corporate? I asked for the contact information of the CEO, president, or corporate and she stated I would have to google it because she didn’t know the details.What a weak excuse and way to handle customers.Now I’m stuck trying to figure out what to do next and who this falls on for fixing.I regret every leaving my initial company to go to them.They are just convenient and often times unprofessional especially with some of the workers they employ.I will not ever return and will not recommend Vavoline to anyone moving forward.Huge disappointment.

  Business Response

  Date: 02/07/2024

  Our records indicate this guest had a claim that was investigated by our management team. Management found that the guest has driven over 3,000 miles and it has been over 3 month since their last oil change. Additionally, they stated they did not notice any leaks until having the vehicle serviced by another business for their next oil change. Due to these findings, management has denied the claim. No further action will be taken.

  Customer Answer

  Date: 02/08/2024

   
  
  Complaint: 21239819
  
  
  
  I am rejecting this response because:

  Nothing was properly investigated.The other business that performed the services reached out to communicate what was going on with the situation with a team member.This hasn’t been the first time that this has happened between the 2 business and it continues to be an ongoing issue.Valvoline needs to practice better procedures with repairs and find better quality employees and managers.Not satisfied at all.
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 02/08/2024

  Hello, 

  We certainly understand this is not the outcome the guest expected. Our records indicate this guest had a claim that was investigated by our management team. Management found that the guest has driven over 3,000 miles and it has been over 3 months since their last oil change. Additionally, they stated they did not notice any leaks until having the vehicle serviced by another business for their next oil change. Due to these findings, management has denied the claim. If the guest would like to speak further with management regarding the denial please have them call our Customer Care team at ************ *** ********* ***** * ********** 

  Customer Answer

  Date: 02/09/2024

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

  I requested a call back from a district/regional manager from the claims specialist.I was told that she could put in the request, however , oftentimes, they do not call call back.Still haven’t heard from anyone.So I’m assuming she was correct.I then asked for info to write a letter and she stated that she did not have that information to give to me.That sounded like bs.What company doesn’t have contact details for people that work within the company.
  
  
  
  Sincerely,
  
  
  ******* ****

• Initial Complaint

  Date:02/05/2024

  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 a vehicle inspection for my 2015 Chevy suburban the employee opened my trunk forcefully. Now I am unable to open my trunk at all and the area manger is telling me to “move on”

  Business Response

  Date: 02/05/2024

  Thank you for taking the time to share your concerns with us, we are sorry to learn that this occurred. At this time, we do not have an investigation in our Customer Care database under the name this BBB complaint was filed under. We want to advise this guest no action can be taken via the BBB. Our Customer Care team would be happy to assist further and can be reached at *************

  Customer Answer

  Date: 02/06/2024

  
  
  Complaint* ********
  
  
  
  I am rejecting this response because: I have a claim# ********** and the area manager, who was in contact with me, is named **** *****. He simply told me to move on, and that his mechanics never touched my truck. He is claiming that I came to his place of business with this issue prior. And I explained to him if that was the case, then they would have never been able to open my trunk in the first place. He has sent blocked my number from *****, his phone, but the original store where I went to. He has blocked my number from there as well. He has handled this whole thing like an immature two-year-old and is not taking responsibility. He claims this is a common problem that he read online. Therefore that’s my issue. I explained to them that I have never had any problems with my truck prior to this and I am simply just wanting my trunk fixed that’s it. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 02/06/2024

  Hello, 
  
  Our records show there is no claim with that case number provided or with the name provided. As previously stated we are unable to assist with claims via BBB. Please have the guest contact our Customer Care team at ************ or chat at ******************************* *** ******* ***********

  Customer Answer

  Date: 02/06/2024

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

  Good Afternoon,

   

    This incident occurred 1/26/2024 at valvoline in Temple, TX at around 11:10am. I was on my lunch break just coming to get my vehicle inspected. I have attached the paper the mechanic signed and dated explaining the parts that needed to be replaced. I understand you do not handle claim through BBB. However this seems to be the only way to get some communication from someone. The claim********** under ****** *. **** ***** is the area manager/franchise owner of the store I visited 4304 W Adams Ave,Temple, TX  76504. He has blocked my number so I am unable to reach him. I called customer service this morning and was told my claim was denied due to this being a prior issue. Now I am confused because if this was a prior issue how was the mechanic able to open my trunk in the first place. I have asked to come in and speak with him but was told to “move on.” So now here I am having to go through a 3rd party because **** ***** cannot seem to communicate like an adult. I call customer service and they tell me to speak with **** ***** at Temple, TX but I am unable to do so because he found necessary to block my number from the store.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:02/05/2024

  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 broke a evap on my car . Initially denied the claim without seeing the footage or even looking into it and then a month later after I have been calling for updates denied the claim because they can’t prove they broke it but is refusing to allow me to see the footage of this damage when it was very obvious it was done by then as the broken item is right next to the filter

  Business Response

  Date: 02/05/2024

  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 purge valve hose is broken, and that is not related to oil change services. 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: 02/05/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I went to another Valvoline for a diagnostic and they stated it is possible to break this accidentally during an oil change because it is so close.  I’ve attached the image of the invoice directly from the managers computer. In the notes it states the evap hose RIGHT NEXT to the the oil filter which they need access to during an oil change.  In the image you can literally see both things so obviously although you weren’t working on the evap it is relatively close to the item that is broken . You guys are acting like I said something far like my back tire was damaged. The evap hose is right by the oil . It obviously was not on purpose but anything can happen as you are moving and lifting things and you all are refusing to allow me to see the footage. And the claim was denied because “we can’t prove in the video that we did it from the angles” okay fine so let me see the video 
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 02/07/2024

  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 probability of the damage originating in our facility is low because of placement and degree of damage. ie; with a damaged evap hose the technicians and the guest would have known immediately when the car was zoomed for oil pressure or finally, when the car was leaving the bay.  This guest left our facility at 3:10. She claimed that she began to experience the symptoms immediately after and tried to return, however we closed at 5 and the team did not leave until 20- 30 minutes after that. She then proceeds to drive to North Carolina. We did not receive a call until the 3rd. Her visit was in the 31st. The guest would not have made it North Carolina let alone out of our bay with this level of damage. 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: 02/07/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: you stated level of damage but the car is currently drivable even with the evap broken so yes driving with broken evap is possible and I have proof I called immediately after and even sent in a communication request online . I’ve also attached a video of it making the noise on the way to North Carolina that same day and also screenshots with time stamps of me trying to contact you all after I left. Am I able to see the footage? 

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

• Initial Complaint

  Date:02/02/2024

  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.

  invoice# ***** store GM0008 high point sedgebrook street
  
  Had to find a new place to get oil change and inspection due to sale of company after 23 years of excellent service to me. Came to your chain. Big mistake. Assistant manager pushing my truck back and forth moving the tires trying to lift it to inspect it. Start the truck to leave and the ABS light is on. She says I did nothing. I call a mechanic friend and he is asking her questions. She is denying everything. Says we can get it looked at and bring the bill and they will determine if it is their fault. We leave and go right back. My friend asked her if the ignition was on when they were moving the truck. She said no. We confronted her asked how she was moving the truck if the ignition was not on. You cannot put a vehicle in neutral without the ignition on. Now her story changes. Cannot recall. Told her what she told us. You have cameras don't you? I think she saw the light on and hoped we would not see it. She got caught and lied. My friend said what she did could cause the ABS light to come on. Now I have to lose more time from work and have my truck checked for a problem I did not have until your employee touched my truck. The light was off when I got there and should be off when I left. When I said that and that I would never f'ing come back and make sure every person I know will never come there she said that is up to me. I did nothing wrong. Of course that was before we went back and she got caught in her lie. I expect your company to make this right but she gave me very little confidence that you would. There are other avenues to go with complaints. I am doing so. Word of mouth can ruin a company. 62 and have never had an oil change and inspection to cost me lost wages and my time. That is not to mention how much to get the truck fixed. I understand mistakes but not lies.
  
  Never will be back and will tell everyone the story. Maybe even News 2. I typed this to corporate.

  Business Response

  Date: 02/06/2024

  Our records indicate the guest has a current, open investigation into their concerns. Management reached out to the guest by phone on 2/4. The guest did reach back out to our Customer Care team via chat, but the guest has not returned management's call to receive an update. Our Customer Care team can be reached at ************* a member of our team will connect them to our management team.

• Initial Complaint

  Date:02/02/2024

  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.

  Terrible non-trained staff. Rolled my window down to ask how much oil was evacuated from my engine. Tech said “ oh it looks like you were a lil low. Only 5 qrts came out.” Then I hear the guy in the pit say “what’s the small seal for?” Tech replied “Just throw it away.” I had to YouTube a video of how to change a Tacoma’s oil filter. $120.00 later and a week later I check my oil and pic provided. My truck is extremely over full. I call the store to make a complaint and ask for a refund and they send my call to corporate. Corporate then tells me that the store manager would have to give the refund and reconnects me to the store. The store manager asked me to drive the truck back 37 miles so she can check my oil. She has to do an investigation before she can authorize a refund. At this point I’m fuming mad. The manager then offers to pay for a tow truck to come pick the truck up. The cost of the tow would easily triple the cost of the refund.
  
  Attached photos are the dip stick before
  The oil drained.
  
  
  And dip stick after oil was drained.

  Business Response

  Date: 02/02/2024

  Hello, 

  We're certainly sorry to hear about the guest's most recent service, and we understand how frustrating this is. Our records show that a claim has not been started with our Customer Care team and to request a refund a claim has to first be submitted. We'll be happy to submit a claim on the guest's behalf and a member of management will be following up with the guest within 24-48 business hours (1-3 days) with the number provided (636) 312-1086. The claim number for the refund request is ********** If the guest does not receive a callback within the time frame provided or has further questions please advise the guest to contact our Customer Care team and reference the claim number provided. 

  Customer Answer

  Date: 02/04/2024

  
  
  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 ok 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:02/01/2024

  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 all of this in the attachments but I went in for a normal oil change and transmission flush. Got it, the truck wouldn't start then and after getting gas right after. 3 days later, the truck was shifting clunkily. 4 days later the truck would not start again. 4 1/2 days later the truck oil light came on, Traction control light came on (to indicate it was off), and then the low oil warning and then shortly after the transmission fluid warning and then transmission fluid too hot warning and the truck shut down. It started clanking HORRIBLY after the transmission light came on.

  Business Response

  Date: 02/02/2024

  Hello, 

  We're certainly sorry to hear about the guest's most recent service, and we understand how frustrating this is. Our records show there is currently an open claim under investigation with our Customer Care team. Our management team did confirm they went to the dealership to review the vehicle and were informed that there was an internal issue causing the oil not to get to the filter but that they had to perform further diagnostics. The technicians at the dealership did not mention any transmission issues only the engine issues. For further assistance please have the guest contact our Customer Care team and reference their claim number *********. Also, for any documentation such as a diagnostic report from the dealership or an estimate from the dealership please have the guest forward that paperwork to ************************* and put the claim number in the subject box. 

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my 2008 Nissan Xterra to Valvoline on 12/31/23 for an oil change. My truck stopped running and I got it towed to ******* **********. When they checked to see what was wrong they found my engine was locked due to no oil. My oil dip stick was dry and oil was everywhere under my hood (photos attached) . Contacted Valvoline and the store manager ****** went to see what could have caused no oil being where it should but instead all over. He found that the oil filter was loose. The tech that did my oil change didn't tighten my oil filter correctly. He said his area manager ****** would go look at my truck and give me a call. He will not call me. I have tried to reach him multiple times.

  Business Response

  Date: 02/01/2024

  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 oil filter was properly seated, and tightened with a band wrench. The guest has been sent a video from Valvoline to prove this. Upon further inspection, the oil under the vehicle showed no signs of blowback that would normally happen if oil was leaking while driving. Even the skid plate was dry. 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 800-327-8242. This claim remains denied, closed, and no further action will be taken.

  Customer Answer

  Date: 02/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the pictures attached clearly show oil splattered everywhere due to the oil filter not being put on correctly and causing oil to leak. The oil dip stick picture shows there was 0 oil left in my truck due to the oil filter not being put on correctly. The store manager ****** looked at my vehicle but was unable to make a decision. Said he was going to have his area manager look at my vehicle but the area manager ****** still haven't took the time to go look at my vehicle. ****** said ****** is busy doing interviews. ****** confirmed to me that the oil filter was loose when he inspected my truck. The video that was sent to me is not clear at all and should not be grounds for denying my claim. Just b/c the tech grabbed the right tool does not mean he installed the filter correctly. If he would have then it wouldn't have been loose when ****** inspected the oil filter.  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 02/01/2024

  Thank you for taking the time to reach out to us about your recent service experience. We apologize for the frustration this is causing, our records indicate the management team reviewed the services you received during your visit and denied your claim. We offered to send the Oil Filter in question off for diagnostics and the guest refused saying she was going a different route. The Store Manager and Area Manager hold the final say in this decision. 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 is denied, closed, and no further action will be taken. 

  Customer Answer

  Date: 02/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: how can the area manager have any say when he still hasn't went to look at the vehicle. I was told he was going to go look at my truck but he never did b/c the store manager ****** said he was too busy doing interviews. You can clearly see on the photos provided there is 0 oil on the oil dip stick and oil is everywhere it shouldn't be. I put my trust in Valvoline to do my oil change correctly and your tech didn't do that. If he would have then oil wouldn't be everywhere it shouldn't be! ****** suggested sending my oil filter off but couldn't provide me with enough confident that it would be my oil filter that he sent off. I would have no way of knowing what was put in the box. The oil filter installation error was the problem so I didn't want it to be missing once the area manager ****** finally took the time to go look at my truck which I am still waiting on him to do since he had a say in the decision. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car to Valvoline on South Meadows Parkway in Reno Nevada for an oil change. I noticed that there was still a leak, but I figured they spilled some oil, and it was dripping from that. About two or three days later I went to work and when I got off work all of my oil had drained out of my car. I took my vehicle to the BMW dealership and had an inspection done on my car. They told me that the person who did my oil change tightened the drain plug to tight and stripped the oil pan. I reached out to Valvoline to advise what happened and they stated that they are not going to help get my vehicle repaired. The estimated cost is a little under $3000.

  Business Response

  Date: 01/30/2024

  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 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.

  Customer Answer

  Date: 02/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The damage is clear, I am astonished how poor this business treats their customers. I have clear evidence both video and audio showing the damage that was done. The business states that I agreed to get the service done, knowing they were going to damage my car, who would agree to getting their car fixed, knowing major damage was going to be caused. When I asked for the video or audio they said they had of me, so-called agreeing to let them damage my car, they were unable to provide that per their customer care department. I am just a father with children and I need my car to get them to school in daycare and get me to work. I didn’t ask for this and it’s very shameful that a reputable company can take such action against someone as myself. I’m disgusted. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 02/04/2024

  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 initially informed the guest that we could not service his vehicle because these BMWs are prone to having drain plug and oil pan issues, due to the design and materials. The guest pleaded with us to go ahead and perform the oil change. We agreed to move forward with servicing his vehicle, but only after advising the guest that we could not be responsible for any post-service issues (oil leaks or oil pan problems). The guest agreed and we performed the service. 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 800-327-8242. This claim remains denied, closed, and no further action will be taken.

  Customer Answer

  Date: 02/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This is not at all how any of our conversations went, I originally went in there the day before my car was serviced and they got as far as getting under my car for about 5 minutes before they came and told me they didn’t have my drain plug in stock and couldn’t perform the service unless I went and bought the part from oreilly. So I went and drove all around town and found one in sparks, I picked it up and wasn’t able to make it back until the following morning. I pulled in to get my car serviced and the same guy said we’re actually not doing bmws and all I said was you guys had me go pickup the drain plug so why can’t you do my car and they called the manager and he said go ahead with the oil change. I would like to request audio and video of the whole thing because that would prove 100% that this manager is lying and taking advantage of his customers. If the audio and video can’t be released to me then my attorney will get it no problem unless they quote on quote so happen to have lost it 
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:01/29/2024

  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 INSTANT OIL CHANGE ****** 
  Dec 7, 2023: Brought my 2015 Jeep Cherokee in for an oil change. Something clearly went wrong when a team member was having a hard time with the filter. The assistant manager pretended like nothing happened. When I asked what happened, he said not worry about it. They finished and I left. Dec 8: My check engine light came on. I called my trusted car mechanic of 12 years who has done all the work on my Jeep since I got it in 2018. He told me to come in Monday. Dec 11: After inspecting, my mechanic told me an oil pressure switch was blown, and found a bunch of oil under the intake manifold. He said it was probably from something Valvoline did wrong during my oil change, and that my oil filter housing had likely been damaged. He fixed the oil pressure switch and said keep an eye on it to see if it keeps leaking in case it was the oil filter housing. Dec 19: While driving, my engine started smoking. I parked, nearly all the oil leaked out below the vehicle. I called Valvoline and asked the night manager, ******* if he could give me an honest answer to what happened. ****** reviewed the camera footage with me on the phone, after reviewing, he came to my house to look at the car. He filled my Jeep up with oil. Again, all the oil spilled out. At that point, all my trust in their abilities, and what they were telling me was completely gone, so again I took it to my mechanic. Dec 20: My mechanic said the oil filter housing was in fact damaged. I called Valvoline and spoke with the day manager, ****** who reviewed the footage with me on the phone. He said the best he could do is refund my oil change but said he wouldn't cover damages. Before going to Valvoline, I never had any oil related problems and I have record of all work done on my car. Between ****** coming to my house and ***** *efunding me, it's clear they know something went wrong and won't admit it. There should be an investigation into their tools and compentancy of their team

  Business Response

  Date: 01/29/2024

  We are in receipt of the guest's claim, and apologize for the frustration felt throughout the process.  Management reviewed DVR footage of the guest's visit and went to their home to inspect the vehicle. It was determined then that the issue did not stem for the guest's visit with us. This claim is closed at this time, and no further action will be taken. If the guest has additional details, or questions about their 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.