Complaints

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

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  Valvoline Instant Oil Change

  100 Valvoline Way Lexington, KY 40509-2714

  
• 

  Valvoline Instant Oil Change

  3721 Charlestown Road New Albany, IN 47150

  
• 

  Valvoline Instant Oil Change

  2514 Allison Ln Jeffersonville, IN 47130-5948

  
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  Valvoline Instant Oil Change

  6110 Shepherdsville Rd Louisville, KY 40228-1024

  
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  Valvoline Instant Oil Change

  3608 Bardstown Rd Louisville, KY 40218

  

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

• Initial Complaint

  Date:10/19/2023

  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.

  My oil pan plug had been damaged during a service at this location during a routine oil change resulting in an oil leak. The vehicle was taken to *****, where I only have my vehicle serviced for mechanical issues, in which they identified the issue as a problem with the oil plug threading on the oil pan. Essentially the threading had been stripped resulting in an incomplete seal. After the repair was completed, I reached out to Valvoline claims department to initiate reimbursement for the cost of the repair. Valvoline then informed me that the decision to approve the claim is up to the store manager of the location in which the service took place at. The manager rejected the claim under the basis that the vehicle had been serviced greater than 3 months prior to the claim being initiated and that he was unable to prove that the damage came from their store, despite being able to pull service records. The total request of the repair from ***** was $550.35. Photos and documentation were also provided to Valvoline claims department without reply under claim number **********

  Business Response

  Date: 10/19/2023

  The guest's last service with VIOC was on 4/11/2023 and his complaint was submitted to Valvoline 5 months later on 9/8/2023. According to the investigation notes, an evac system was used to drain the oil during the service, so the drain plug was not touched. Given the elapsed time between the service and the complaint, and the use of the evac method, the claim was denied. 

  Customer Answer

  Date: 10/19/2023

   
  
  ********** ********
  
  
  
  I am rejecting this response because: the conversation that was taken place with the store manager was indicated to me that they had not been draining from the top until after my latest service.  He told me that was a new practice at that location.
  
  
  
  Sincerely,
  
  
  ***** *********

  Business Response

  Date: 10/22/2023

  We are in receipt of this guests claim, and apologize for the frustration felt during this process. In our notes from the oil change, the evac system WAS used, therefore we did not touch his drain plug. Furthermore, the guest has waited 5 months after his service to file a claim, because of the time elapsed and the fact that our EVAC system was used - this claim remains closed, denied, and no further action will be taken.

  Customer Answer

  Date: 10/23/2023

  *
  ********** ********
  
  
  
  I am rejecting this response because: this information that was conveyed to me from the store manager over a recorded phone call does match with what your claim notes have.  
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:10/18/2023

  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.

  Valvoline did an oil change on my vehicle September of 2023, the technician working on my car broke the oil filter housing and did not tighten the skidplate under the vehicle. My car has been sitting for over a month with $3,400 in damages. The oil has been leaking since the oil housing is broke. The skidplate under the vehicle was ripped off causing more damage and Valvoline is refusing to pay. I spoke to ***** and ******* at ************

  Business Response

  Date: 10/19/2023

  This guest has an open, active claim investigation. He spoke with the investigation manager yesterday about the status and what is needed to move the investigation forward. We are working with the customer on a resolution. 

• Initial Complaint

  Date:10/17/2023

  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.

  Wednesday, October 11, 2023 I got my oil changed about 6pm. Friday, October 13, 2023 while on my way to work my truck stopped and won’t start. My family came to
  My aid my uncle saw that my car was leaking oil and the filter was soaked with oil. I got my truck towed to the valvoline the manager ****** started the oil change on the lot. When the filter was removed she was asked what happened and she said it wasn’t on tight. Then called out for a new filter. The number she called was different from the one that was placed in my truck. After she Changed the oil and replaced the filter my truck still didn’t start. My uncle told her it sounded like the compression was gone. She said it doesn’t mean that it had to be something else. So she switched out my battery. My truck still won’t start. She then had them push my try in the bay and changed my oil again and the oil filter. My truck wouldn’t start. She then had me tow it to dobbs for a diagnostic. They called me the same day and told me that my engine was messed up because of it being driven without oil because of it leaking out. I called the corporate number and told them what they said and gave them the person name and number. I haven’t heard from Valvoline I’ve called and chatted with someone but I keep getting the runaround. I missed work on Friday and was late on Monday and have to cancel my medical appointment due to no transportation. I had to pay almost $200 in tows. They don’t provide rental cars. I would have to rent it then they would reimburse me. I don’t have money like that. This situation has caused me great stress and inconvenience.

  Business Response

  Date: 10/17/2023

  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 ************. 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: 10/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have been calling and have instant messaging conversation with this business and my issue has not been addressed or resolved. 
  
  
  
  Sincerely,
  
  
   Gabrielle Dozier

  Business Response

  Date: 10/19/2023

  In order to receive more information about the claim investigation, we would like to request the guest call us at ************* At that point, the guest can share any additional information relevant to the investigation and will be able to request to speak directly with store management about the decision. 

• Initial Complaint

  Date:10/12/2023

  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.

  Received an oil change on 4/08/2023 on my 2017 Kia **** with about 55,000 miles on it and in perfect driving condition. Only 10 days later the car broke down and after bringing to a mechanic the diagnostic was that the engine needed to be replaced due to the car being almost completely out of oil which led to an engine block. After numerous back and forth through the customer care they ultimately said they could not claim any liability and would not aid. I had sold the car and got a new one and upon offer of inspection of the vehicle they denied since I had already sold the vehicle. I am a working full time student living in San Diego with a need for a car, so being without one causes a major strain on my livelihood and income, including the cost of the new car and loss of value. I submitted a demand letter and will be taking to small claims court if no response or agreement is given.

  Business Response

  Date: 10/12/2023

  We are in receipt of this guests claim and apologize for the frustration felt during this investigation. The guest had the vehicle towed to a family mechanic, then they took the vehicle to a dealership where they received $5000.00 for the vehicle in question. Because the vehicle has been sold and is no longer with the guest, there is no case. The denial has been given to the guest multiple times. We are closing this investigation, it remains denied and no further action will be taken. 

  Customer Answer

  Date: 10/12/2023

  *
  ********** ********
  
  
  
  I am rejecting this response because:
  
  It was not a family mechanic, no relationship whatsoever, it was the closest mechanic when the car broke down on the freeway. Also, we have the option to see the vehicle at the dealership and they denied. 
  
  
  Sincerely,
  
  
  ****** *******

  Business Response

  Date: 10/12/2023

  We are in receipt of this guests claim and apologize for the frustration felt during this investigation. Because the vehicle has been sold and no longer belongs to the guest, there is no case. The denial has been given to the guest multiple times. We are closing this investigation, it remains denied and no further action will be taken.

• Initial Complaint

  Date:10/10/2023

  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.

  Dear Sir or Madam,
  I would like to let you know that I take special care of my car even though it is 12 years old. My car did not have an oil leak until Valvoline overfilled my car and according to mechanics, it had to go somewhere. My car developed a leak and the staff at Valvoline made excuses. (i.e., your car is old). I have spoken with the manager at the NW Military location at least twice and the area manager once. I filed a customer claim with their corporate office, but they don't respond to my written letter. They tell me the area manager will write the denial letter, but I still have not receive a response.
  
  I paid $80.24 for an oil change but instead I got an oil leak. The leak was so bad that I had to get it repaired. Their carelessness, cost me $2,363.31. I have been told my several mechanics that an overfill will cause a leak.
  
  Valvoline ignores my formal complaint and gives me the run around. I informed them that I have been a loyal customer since 2017 but that didn't make a difference. They prefer to ignore my complaint so that I will go away.
  
  Your assistance in this matter would be greatly appreciated.
  
  Sincerely,
  Evangeline Lee

  Business Response

  Date: 10/11/2023

  We are in receipt of this guests claim, and apologize for the frustration felt during the claims process. The management team has already relayed their denial decision in this matter, and they hold the final say in this process. The claim has been denied due to the fact the vehicle has over 180,000 miles, and she had also gone over 9,000 miles since her last oil change, and typically drives 9,000 to 10,000 miles on an oil change that is rated for 5,000 miles. For these reasons the claim was denied, and will remain denied. We are closing this claim, and no further action will be taken. 

• Initial Complaint

  Date:10/10/2023

  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 9-17-23, I Had an oil change done and afterwards drove to Walmart and then heading back home when car lost power and stalled on the highway. Pushed the car into a Arco parking lot.
  . Took an Uber home to get my truck and called AAA to have it tow to a garage. Garage on the next day stated that the air cleaner hose and canister was not installed properly and also the oil dipstick was not all the way in. They fixed the problem and I drove to Valvoline and complained to the manager of their careless and the headache it caused me that night and the next day.

  Business Response

  Date: 10/11/2023

  
  We are in receipt of this guests claim and apologize for the frustration this has caused. Refunds are not handled through BBB, we ask that you reach back out to the Customer Care team by calling ************* We would be happy to discuss this further. Your claim number is ********** We are closing this BBB out, no further action will be taken here, again please call our Customer Care team. 

• Initial Complaint

  Date:10/09/2023

  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.

  After going to get an oil change my car didn't even make it 5 minutes down the road before it was shaking and when I accelerate the rpms started going down before it stopped accelerating or doing anything. I called valvoline instantly who came out to see what happened after looking at the car for about an hour ********** their employee- made a ton of excuses and said she's "never seen it so messed up" before doing nothing proving no information and leaving. This is ridiculous they didn't tow or offer any number to call to fix their mistake. The car is un drivable and they want to act like they did nothing wrong. Completely unprofessional! They would not prove a phone number to anyone who can help or insurance information for my insurance company.

  Business Response

  Date: 10/09/2023

  The guest has an open, active claim investigation in our system with the reference number ********** For more information, we invite the customer to call ************* 

• Initial Complaint

  Date:10/06/2023

  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.

  See attached

  Business Response

  Date: 10/06/2023

  We have searched our system for an active investigation under the name of * ****** and have been unable to locate one. In addition, the person who has submitted this BBB complaint is not a customer of Valvoline. 

  We would request that the original customer contact us at ************ so that we can begin a claim investigation into the issue. 

• Initial Complaint

  Date:10/05/2023

  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.

  My name is ***** *********** and I'm submitting a claim against the Valvoline in Creve Coeur at 11333 Olive Road. On 8/25/23 I went to this location for an oil change. My car was working just fine before I went there. I was due for an oil change as my notification went off. The car ran fine the next two days. Monday I started my car and started driving like normal. The car then made a horrendous noise. A flapping clacking sound. I went to the nearest Jeep dealer that I could find which was Glendale Jeep. They took a look and saw that I had thrown a rod. I had to get my Jeep towed from this location to my normal dealership, Schicker, in Washington, MO. Schicker ran a diagnostic on my engine and determined that my motor was completely ruined and I'd need a whole new motor. The oil in my Jeep is dirty, the filter is filthy and doesn't seem to have been changed and there's too much oil inside. I've attached the estimate from Schicker, a photo of the oil filter, a video of my father in law with the dip stick and the invoice from that day. I normally take my Jeep to the Valvoline Eureka location at 555 West 5Th Street and have never had any issues but this time, at the Creve Coeur location, my motor was ruined. I have contacted Valvoline through email, their customer service chat, and through google business and they still haven't resolved my issue. My jeep was totaled due to this business and they seem to be avoiding me. I'd like them to set this right and I want their communication in writing as I want constant written proof of their claims. I've attached the invoice, a picture and the estimate of a new motor. I have a video but it wouldn't attach.

  Business Response

  Date: 10/05/2023

  We are in receipt of this guests claim and apologize for the frustration felt throughout the claims process. Upper management did have a look at the DVR and the photos the guest provided. This claim has been denied because when the guest showed up for an oil change there was no oil on the dipstick, therefore indicating  low engine oil or a leak prior to service.  Upper Management holds the final decision in the claims process. The claim remains closed, denied, and no further action will be made. 

• Initial Complaint

  Date:09/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  
  I am wanting to file this complaint with Valvoline's Corporate office. I had a service performed on 09/16/2023 on my vehicle. I was sent a $25 off coupon by Valvoline to use at any Valvoline. However, the location that I go to no longer accepts coupons. I was told I could call Valvoline Customer care to have the coupon applied towards my invoice that I paid. I called on 09/16/2023 and the people I spoke with were rude, disrespectful and incompetent. I am now no longer interested in a $25 coupon. I am now requesting that Valvoline issue me a full refund for what I paid for the service. I am not going to be disrespected, lied to and cheated by anyone or any company that thinks they can take advantage of people. If anyone has any questions a Manager within Valvoline's Corporate office who has enough respect to speak with me on the phone can contact me whenever they are available to do so. I had requested to speak with a Manager on 09/16/2023 when I called but I was told they are not available on weekends. I was told a Manager would contact me and I've yet to hear from one. However, as a result of the service I received from the Corporate Customer care team I am going to make sure I'm never treated the way I was by this company. Hanging the phone up on me is highly disrespectful. A company that hires people to assist people is part of being in Customer Care. I pay for all of the services provided. Moreover, having a coupon that is valid does not justify the type of service that your company thinks they can provide regardless of what office they work out of. I won't be disrespected and treated like that again.
  
  
  Thank you,
  
  **** ********

  Business Response

  Date: 09/26/2023

  We are in receipt of this guests complaint and apologize for the frustration felt by the guest. 
  

  The guest has a long history of calling and/or chatting with customer service and requesting multiple coupons at one time.
  
  In March of this year, the guest contacted us via chat to ask for 4 coupons and was told that the stores in his geographical area no longer accept coupons.
  
  Because the guest was informed multiple times (prior to his Sept visit) that none of the store locations in his area are accepting coupons, we will not be refunding the cost of his service.
  
  Furthermore, all future requests for coupons will be denied if the stores do not accept coupons. Valvoline is considering this matter closed. 

  Customer Answer

  Date: 09/27/2023

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

   

  The customer care department for the Corporate office are idiotic and incompetent. The one phone agent who had an attitude clearly has no right to speak to me the way he did given his position. It shouldn’t matter if the location accepts coupons or not. The coupon was for a valid service I paid for. I am requesting that a manager who manages these group of morons contact me. My phone number is *************
  
  

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

  Business Response

  Date: 09/28/2023

  While we understand this guest disagrees and has continued to express his disagreement.  We wish to remind this guest that the Valvoline Customer Care department abides by the Valvoline policies. Should this guest have concerns regarding an interaction with a specific Customer Care representative we would be happy to address those via phone at ************* 
  
  It is the policy of all Valvoline Instant Oil Change locations across the United States that coupons must be used at participating locations only as both our Customer Care team, and our Social Media team have advised this guest through multiple interactions. 
  
  Should a guest present a coupon that is not valid at the location they are currently visiting the coupon they present cannot and will not be applied. Therefore the coupon this guest presented was not valid as it was not for the location the guest visited.  
  
  We have shared this guest's phone number with a member of the Customer Care Management team and shared the guest's request to be contacted by them via phone. 
  
  We consider this matter closed.