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

  
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  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:12/28/2023

  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 the afternoon of December 11, 2023 I went to this location to have an oil change. They somehow were unable to re-attach my paneling that covers the bottom of my vehicle and also has something hanging. They said "you can leave with the panel off or they can attach it and let it hang". I told them I need to leave in the same manner that I arrived in, with my vehicle in tact. The man named ****** then told me he would need to order screws because they broke them taking them off and would have them within a week. He asked if I wanted to leave the cover in their care. I asked that they place it in my trunk because I didn't trust them to keep it safe or even follow through if I left it with them(they did place the covering/panel in my trunk). The following day the heat in my vehicle stopped working accurately. I decided to wait for them to call me, thinking maybe they would look into whatever they may have done wrong. The following week after not hearing from valvoline in over 7 days since my service, I called and made a complaint (#CS0839119) The following day Traveor called me and again said "I have two screws, you can come in to have me put it up with the two screws instead of the four screws it needs) I replied that I needed to call him back. I called him for two days and got no answer either time. I then called Valvoline again and added to my initial complaint. I also requested not to have to return to that same location for have this resolved because I'm not clear to how much damage they caused and it doesn't seem as if they are trying to rectify the issue/issues they caused. Furthermore, if I were a man I don't believe I would be in this situation at all. I don't believe they would have asked me to leave with my vehicle in any condition besides how I arrived if I were not a woman.

  Business Response

  Date: 12/28/2023

  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:12/27/2023

  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 December 3, 2023 I went to the Vavoline on Forest Hill Ave in Richmond Virginia for an oil change as that was the only problem with my car at the time. It was then explained and suggested a transmission flush should be done every 25,000 miles. Even though I have NEVER had an issue with my transmission since purchase in 2015 I thought I was being proactive to spend a little to not have to worry about the expensive worse case scenario. Well the worse case has happened, within 2 weeks I noticed the car making a shaking/rattling sounds when pulling off from a stop position when driving. On December 15, 2023 it was starting to happen more and more so I took it back to the same location the flush was done. The manager was there and stated himself that the transmission fluids had been mixed. He then flushed the system 3 different times but it is still doing the same thing. My car has a CVT transmission and only takes that specific transmission oil. The manager advised that I take it to get a diagnostic. I then took it to a transmission shop when they verified that the transmission fluids had intact been mixed. They also gave me a sample of the mixed oil from my transmission. I have received a quote and when took this information back to the manager it was stated to me that Vavoline may not pay the price that is on the quote. I did not have an issue with my transmission before the transmission flush and I am not half-assing a thing when it come to Vavoline fixing my car. I am going to have all genuine parts replaced especially when it is at the fault of the business that are suppose to be "experts".

  Business Response

  Date: 12/28/2023

  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: 01/03/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I have been reaching to my contact at Valvoline  as I would like to get my car looked at by Honda. I have sent emails, I have called yet I have not heard anything or received a response. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 01/03/2024

  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: 01/04/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because Valvoline only wants to do what is beneficial to them and not me. I came to get a service and Valvoline has created an issue that I was trying to prevent. Also, I felt comfortable with my car being repaired by Honda and Valvoline is telling me that because I have already verbally agreed and did not sign any paperwork. Also, the gentleman "helping me" is consistently telling lies to manipulate me to go with what he wants. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:12/27/2023

  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 December 18th, 2023, I went to do oil change of my car Volkswagen 2011 Tiguan (86,389 Mileage) at VALVOLINE INSTANT OIL CHANGE located at 1700 Artesia Blvd Redondo Beach CA 90278.
  I drove my car from home to the Valvoline workshop, The station Manager *** ****** attended to me, and he asked me to turn off my car engine and drop the key on dashboard which I did. Also, he recommended synthetic oil which highest grade and very expensive and I did not argue but obliged and paid for it. After 30 minutes, he told me the service is completed that I can start my car and go. Then, I tried to start my car, but to my surprised the car did not start up till now.
  The Manager too tried it several times but not avail. He then suggested that we should push it back because other customers are waiting. Also, he suggested that we should put more gas despite the fact that there is enough gas in the car. We did push it to gas station and put more gas but still it did not start. *** ******, the station manager then told me to tow the car to auto repair shop where its problem can be diagnosed. That his company can only be responsible for any damage to the engine because that what they service. I called a towing truck, and the car was taken to *** **** Shop at **** ******* **** ******* ***** ** ***** for inspection. The result of the inspection came out on 12/21/2023 and they discovered that the engine is seized, there is no fire on the cylinder and that is why it cannot start. The Pep Boys Shop recommended a new engine for the car. I have attached the copy of their reports to this letter.
  I took the report to Valvoline shop, and I met a lady who told me the manager was not around. I have also reported to their corporate office about the poor service I received and follow up with calls and chats but all what they are telling is that somebody will call me but not yet up till now.
  My demand is that I want Valvoline to REPLACE or REPAIR my car engine because the fault was from them.  

  Business Response

  Date: 12/27/2023

  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 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:12/22/2023

  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.

  [Transcription by BBB staff. See file.]
  Valvoline Oil Change 6-25-23. Stripped OR Plug. Issued Claim # ********** which proved to be Bogus .Took car to **** He advised us not to drive car to prevent further damage and ruining engine .Contacted Valvoline World HdoIrs by mail8-4-10-11-23 to keep them informed No response. Numerous phone calls - no response . Rental Vehicles 7-25-23 to 11-21-23 ********* today From *** ******* who contacted Valvoline on my behalf . Called Valvoline 800-327-8242 Spoke to St Responsibility for any Charges since they were not informed Of Repair or Car Rental charges . Probably due to Initial **** He says he Will "try" Car Repair S 2371.86 Rental Car total 86177.05 I Have paid all of the Bills and requesting Full Reimb

  Business Response

  Date: 12/26/2023

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Our records indicate the management team reviewed the services you received during your visit and denied your claim. This denial is due to the fact that the repairs that were done, were not approved by Valvoline. On page two of our invoices it states "If repairs are required, you must contact Valvoline Instant Oil Change prior to any repairs taking place. We will not be responsible for repairs not authorized by our company." We stand behind the decision to deny the claim. 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: 12/28/2023

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

  Business Response

  Date: 01/03/2024

  Hello, 

  We do apologize however, this claim is still closed and denied per our management team. If you would like to discuss this denial further with management please contact our Customer Care team at 800-327-8242 and of our agents will be happy to answer any questions. We are unable to further assist via BBB. 

  Customer Answer

  Date: 01/04/2024

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

  ID # ******** - Even though Valvoline is Stonewalling my complaint and I am unable to speak to a live person .  I sent my complaint by US Mail 12/29/23 . I still want to File a claim vs Valvoline Oil **** ******* *** *** **** 

  Sent from **** ******* ************************

  
  
  
  
  Sincerely,
  
  
  
  Gary Berling

  Business Response

  Date: 01/05/2024

  We are in receipt of this claim and apologize to the guest for the frustration felt throughout this process. Our investigations are handled by Upper Management, they hold the final say in the claims process. Management explained to the guest that unauthorized repairs will not be approved. Our repairs disclosure on page 2 of the guest's invoice states that "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". This claim is closed, denied and no further action will be taken. If the guest has any additional details, or for clarification on their investigation, please contact Customer Care via live chat at ******** or by phone at 800-327-8242.

  Customer Answer

  Date: 01/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: See the attached 4 pages for the rejection and the reason for the rejection
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:12/18/2023

  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 vehicle for a routine oil change the company completed the services to my knowledge and Marked service done. After the oil change was conducted my engine broke down due to not having oil in it. However, I did not need an oil change, because one was just performed after review and research by myself and the mechanic taking care of my car, we discovered Valvonlie never put oil into my vehicle to begin with. That means I was driving with no oil in my car for 1000’s of miles. Reaching out to the company for repairs although they took responsibility they still have not fixed my car. I am currently paying insurance and a car note with no vehicle in hand. When I asked about providing a rental, they told me that they couldn’t cover it however, it has been a month with no vehicle, and my car not being fixed through them. This has cost me 100’s of dollars in transportation and 1000’s into a vehicle I did not damage myself. I am asking for my car fixed in a timely manner and would like for compensation for my transportation considering that I have no way to get to work or handle my daily responsibilities.

  Customer Answer

  Date: 12/19/2023

  I dont understand what you need clarification on exactly this is an issue I am currently going through. 

  Business Response

  Date: 12/19/2023

  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: 12/25/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: You have not been able to fix my car or provide a rental for my car being damaged by your onsite employees. this have cost me 100’s of dollars and still no resolution. It has been over a month and I am about to go into the new year with out my car and it is creating more and more conflict for my day to day
  

  Sincerely,
  

  
  
  
  **** ****

  Business Response

  Date: 12/26/2023

  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: 01/02/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the have not helped me in the claims department I would love for them to reach out to me or email me but neither have been done. I would like them to compensate for my travels during this time. 
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:12/15/2023

  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 am ******** a regular patron at Valvoline Instant Oil Change. Unfortunately, my recent experience on December 9th, 2023 at 8:00am was extremely disappointing. Having consistently visited the Valvoline location off Colonial Drive in Florida since March, I've always appreciated the friendly staff. However, this time was an exception.
  Upon presenting my ******* ticket for an oil change, the worker unexpectedly scanned it before the service began. This departure from their usual process concerned me, as ******* considers the service rendered once it's scanned. The service itself took an unusually long time, prompting me to inquire about the delay. To my surprise, I overheard the staff struggling below my car, talking amongst themselves saying they stripped the screws and really screwed up. Finally they came out admitting they couldn't remove the screws to complete the oil change.
  Despite this setback, they refused to refund the money I spent on the oil change and suggested I seek service at a different location. When I raised the issue with the manager, I was met with indifference—no refund, no apologies. Now, I'm faced with a serious issue concerning the housing protecting the oil filter, which will cost over $300 to repair, all due as a direct result of them damaging the housing.
  In an attempt to address the situation, I reached out to the other location and requested to speak with their manager and, subsequently, the District Manager known as ****. Unfortunately, my calls went unanswered, leaving me frustrated and disappointed. As a long-time Valvoline customer, this experience has shattered my trust, and I won't be returning to any Valvoline location.
  I hope this message reaches someone capable of resolving this matter promptly. Despite my frustration, I've always been a considerate and respectful customer. It's disheartening that even upper management seems unresponsive to the damage caused. This level of customer service is truly disconcerting.

  Business Response

  Date: 12/18/2023

  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.

  Customer Answer

  Date: 12/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: We can settle the dispute responsibly here, I have tried countless times to reach management with no resolve.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 12/19/2023

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

• Initial Complaint

  Date:12/14/2023

  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 2013 Chevy Cruze in for an oil change at 1205 SE HWY 101 lincoln city, OR on a Sunday at 4:20pm. By 10:00am Mon. morning my car has awful smell, I called thinking something must be wrong. The rep stated at times they spill oil when changing it on the engine& it gives off a bad strong smell. She said bring it in &their shop would take a look at it. By 12:00pm driving the car it still smells and now shortly later the check engine light is on. Stopping at a local autozone on my way back to Valvoline they said that the oil is lean. I said impossible I just got an oil change. We head over to Valvoline and have to stop at an auto shop as my car is now smoking, awful smell,& failing to drive. Turns out that their was no oil cap on, no oil where it should be, but oil everywhere under my hood! I call valvoline they pulled the the footage. It shows the employee struggling to remove my oil cap for over 10 seconds. Once he finally does they procced with services. we went back to the auto shop the oil cap was lodge under a hose. Once found it was inspected and found a piece was broken. The store area manager quickly said that it's not a clean break, that means it's been broken awhile now and not the fault of his crew. I argued repeatedly that my car was fine before coming into Valvoline. I didn't have oil under my hood. My check engine wasn't on. We visibly see your employee struggling to get the oil cap off as it was secured and tighten on. As professionals I brought my car to be serviced and now it's un drivable. After arguing I started a claim. The area manager refused to give me contact to his offices. They refused to give me the footage of the oil service being performed. I had to actually go by a usb drive myself to get video.I called Monday for update on my claim to find out that my claim was denied minutes after submitting it by the area manager

  Business Response

  Date: 12/14/2023

  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. 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: 12/14/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The investigation did not happen. What the denial letter states was not the complaint of my claim. I have not been contacted to give a statement or asked what the reason of the complaint is. The management team didn't do an investigation. The management team denied the claim after I submitted without even having all the documentations. They didn't conduct an investigation but instead just denied and closed the claim. I am wanting to speak with Management. I believe this should be escalated to management team that would give a bias investigation. 
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 12/14/2023

  We are in receipt of this guests claim. Again, we apologize for the frustration this may have caused, our records indicate the management team reviewed the DVR recording and the services you received during your visit and denied your claim. 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: 12/15/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I would like to know the process of the investigation. If you receive a claim, what is the process for investigation and finding a solution to complaints being made. 
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:12/07/2023

  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 received an oil change on 11/24/23 from valvoline location 040008 on New Cut in Louisville KY. After I left the location not even an hour later my engine light came on and my splash light. I drove back about 15 mins before close upset. As was instructed I needed to speak with a manager then proceeded to give me a card for ****** ****** I had the representative call the manager whom stated his name was ***** He informed me I would have to come in the next day to asses it. Before I went in the following day I looked under my hood and my PCV hose was disconnected from the clamp and my air filter wasn’t assembled properly. I went in spoke with ****** whom check the lights on my dash with a reader and informed me there were no issues when I inquired about a refund was refused and offered a 50% off coupon for which I refused then left the location. I noticed I had leaking on my pavement assessed and my car is now leaking oil. I requested to speak with a manger when I called and was refused a refund and again offered a coupon offered a 50% off coupon via email although I requested to speak with management. My car is now leaking oil for which it was not prior. I was refused a refund. I don’t know if this is due to pure prejudice since I am black woman or if it because I am requesting the location be held accountable for terrible faulty services but I am being treated unfairly with prejudice.

  Business Response

  Date: 12/26/2023

  Hello, 

  We can confirm the refund has been issued successfully. We have confirmation that a refund in the amount of $97.51 was issued to the guest via ******** 12/12/23. ******** is a bank-to-bank transfer ******) and the refund was sent to the guests email ************************* We have confirmation from our banking system that the refund did successfully process and the guest did receive the funds. If the guest has further questions or concerns please have her contact our Customer Care team at 800-327-8242.

• Initial Complaint

  Date:12/06/2023

  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 November 24 2023 I got an oil change with Valvoline on Airport road in Allentown Pa 18102. I had been hearing noises and on December 1st my cat began to have a burning smell. The vehicle eventually broke down on the side of the road. Upon inspecting the hood I discovered a work lamp that had melted under the hood and caused a malfunction shredding the turbine belt and causing some other damage. I contacted Valvoline and the manager ****** confirmed the work lamp was one of the employee equipment and came out the next day and replaced the belt. When I drove off with the car it began smoking and overheating. ****** advised me to add coolant which I did. The car improved but the smoking continued. My vehicle did not have this issue prior to the work lamp being left under the hood. I had to take off work on Monday December 4th and went back to Valvoline. ****** inspected the vehicle and gave me some small talk about nothing and told me the vehicle would no longer be smoking. My car is still smoking. I have two small children ages 3 and 5 in daycare and kindergarten. I drive hours daily for work and now I have this predicament. When the car broke down it was on a Friday in the middle of the road in the rain and I had to run to go pick up my 3 year old. This has been one of the worst experiences of my life and I really need this resolved as soon as possible. ****** did offer a refund for the oil change. But this is unacceptable. Thank you

  Business Response

  Date: 12/06/2023

  Our records indicate that we do have an open claim for the guest. Our management team confirmed a flashlight was left under the hood causing issues with the serpentine belt, our management team did replace the serpentine belt and issued a full refund to the guest. The guest advised management that the vehicle had been overheating but our management team confirmed the overheating was not related to the Valvoline service as the vehicle has been driven over 800 miles since the last service. For further assistance, the guest will need to contact our Customer Care department at ************ * to speak with management. 

• Initial Complaint

  Date:12/06/2023

  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 am requesting your attention and asking you to resolve this issue.
  
  In Virginia, the law regarding liability for someone directing a vehicle falls under the concept of negligence. If a person directing a vehicle acts negligently, causing damage, injury, or harm to someone else, they may be held liable for their actions.
  
  On Oct. 18, 2023 I was directed out of a bay (front royal, va)and told 'all clear' by a valvoline employee only I wasn't clear, and $3000 damage was caused to my motorhome. Let it be known employees pushed in my side mirror leaving with NO side view, leaving me dependent on the employee guiding me out.

  Business Response

  Date: 12/06/2023

  Our records indicate a claim has not yet been opened with our Customer Care team. In order for us to offer assistance the guest must contact our Customer Care department at ************ and file a claim.