Complaints

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

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  Valvoline Instant Oil Change

  100 Valvoline Way Lexington, KY 40509-2714

  
• 

  Valvoline Instant Oil Change

  3721 Charlestown Road New Albany, IN 47150

  
• 

  Valvoline Instant Oil Change

  2514 Allison Ln Jeffersonville, IN 47130-5948

  
• 

  Valvoline Instant Oil Change

  6110 Shepherdsville Rd Louisville, KY 40228-1024

  
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  Valvoline Instant Oil Change

  3608 Bardstown Rd Louisville, KY 40218

  

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

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have already reached out to MN AG's office, who has sent a response to Valvoline on May 2nd 2025. So apologies if this is an unnecessary complaint. AG's office requested to hear from Valvoline within 10 days and it is now May 19th with no response to myself as the consumer.
  
  In January I had an overfilled oil change at Valvoline and they had me start the ignition with excess oil. One week later my vehicle had engine damage.
  The business did not document the incident(from what I was told)
  They denied my claim which doesn't match the symptoms my vehicle experienced
  The claim was denied but never told to me until I called the company asking for an answer
  I was told the claim would be escalated and today I was told there was no documentation of the escalation (my reason for reach out to BBB)
  I was told I would be contacted multiple times and never received contact from the company after such promises
  When I reach out to the company they tell me to wait and that someone from upper management will reach out to me which hasn't happened to this day
  I am told the regional area manager "may or may not" contact me, then have customer care tell me at this point in time with my claim I should have had a phone call with this person
  I was told the case was escalated then get sent back down to the person who did my oil change making the decision of it still being denied at his level
  The business location(Cambridge) is now measuring the oil they use before oil changes which I was told on their recorded line has nothing to do with the mistake they made on my vehicle
  It took multiple phone calls to customer service members to give me the email CCDOCUMENTS@Valvoline to speak on behalf of my claim
  Now my claim is sent to Valvoline's legal team without direct communication to me as the consumer
  There has been lack of communication and professionalism within this company at my expense
  On April 4th I revived an AI generated response to my claim with no follow up from the company

  Business Response

  Date: 05/20/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we’re sorry to hear
  about any issues the guest experienced with their vehicle after service. Our
  records show that a claim was started by the guest and forwarded to our
  management team at the location to start an investigation. During the
  investigation, which includes reviewing the video footage from the service,
  reviewing all supporting documents, and speaking with the mechanic who performed
  the diagnostic, the claim has been denied. The mechanic advised our management
  team that the issue was related to a plugged PVC, which is not related to our
  service. Our management team holds the final decisions regarding claims, and we
  stand behind our management team's denial decision. The denial has been
  explained to the guest several times through our Customer Care team on a recorded
  line from both our Customer Care agents and the service center manager.
  Since this claim has now been escalated to our legal team, all communication
  will now go through that team.

  Please advise the guest that no further action can
  be taken via BBB regarding claims or legal matters, and this BBB is closed. 

• Initial Complaint

  Date:05/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the Valvoline store on 4/14 for a quick oil change for my wife's 2014 Dodge Durango (5578 Bishop Ave, Inver Grove Heights, MN 55076). I have been there at least 20 times with our other vehicles. The technicians destroyed the oil filter cap and broke the HVAC housing and Actuator behind the glove box. This resulted in about $2500 worth of damage. I'm currently in the process of filing claims against Valvoline Claim ********* but their Customer Care teams seem to be a deflection process who do not help me at all. I'm moving to legal action against them. I really need some help navigating this process. The people at the service station are reluctant to take any responsibility. I've been escalating at Valvoline for over a month now with zero call back. If someone at the BBB can help me, I would truly appreciate it. All of the pictures I've uploaded here have been sent to Valvoline. But like I said, they are not responding unless I chase them down. PLEASE HELP ME.

  Business Response

  Date: 05/20/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we’re certainly sorry
  to hear about the issues the guest has experienced with their vehicle after their visit. With the information provided, we located a claim filed with our
  Customer Care team that is still being actively investigated by our management
  team. There are 2 parts to the claim, the first issue regarding the oil filter
  housing has been denied because the oil change was not performed, as the oil
  filter was seized. The guest was advised to go back to the previous business that
  performed the last oil change, as they would be responsible for the oil filter
  being overtightened as well as any damages due to the overtightening. To confirm
  that part of the claim has been denied, we stand behind our management team's
  decision. The 2nd part of the claim is regarding the HVAC housing
  being damaged, which is currently under investigation by our management team. Since the 2nd part of the claim is still being investigated, there are no updates we can provide via BBB. 
  

  Please advise the guest that no further action can be taken via BBB regarding claims, and for further information, the guest will need to contact our Customer Care team at 800-327-8242, as all claim communication is through our Customer Care team only. 

  Customer Answer

  Date: 05/26/2025

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

  Oil Filter Housing:  Simply request and watch the video of them wrenching on the cap with a large breaker bar and then look at the picture I previously attached of the destroyed oil filter cap.  I was in the garage for well over an hour.  If the cap was overtightened, why didn't they just simply tell me to go back to the original shop instead of sending the area manager to an auto store to buy a tool and breaker bar and continue to destroy my oil filter cap.  The employees at this shop are LYING.  It's all on their video which they will not provide (after '*****' said they would).  I was in their garage for over an hour watching them destroy it.

  HVAC actuator:  This is a seriously much larger damage issue because the entire dashboard will need to be taken apart to repair it.  Again, this is all on their video and I provided damage repairs from Homestead Automotive.  If this isn't resolved to compensate me for the damages this Inver Grove Heights Valvoline shop did, I will fill a lawsuit against Valvoline.

  I'm seriously concerned about this shop and their management being in my community.  I've literally been there 20+ times changing oil in our vehicles and the new managers are unwilling to accept any responsibility for damages.

  If the BBB won't back me just say it and I'll move on.  I've provided all receipts, damages, dates, requests to view video which the shop said can prove their innocence, yet I'm the victim out thousands of dollars for repairs.  The supervisor ***** and his manager are completely lying.  ***** needs to be fired for incompetence.  

  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 05/27/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Currently this guests claim is still pending and under investigation, which means we will not disclose the information of the pending claim here. If the guest would like to check the status of the claim please reach out to our Customer Care team by calling 800-327-8242. We want to advise this guest no action can be taken via the BBB. Our Customer Care team will be happy to assist.

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a 2010 jeep that I have taken to Valvoline since I purchased it in late 2023. I have also taken my jeep for checkups to confirm there are no concerns regarding small leaks of oil at ********* Brother Automotive off University. They confirmed my car was in good conditions with no issues. My car sticker read my mileage for my next oil change was 145K. My oil light came on and at 141900 and I took it up to Valvoline, they stated my oil was full and they probably just forgot to turn off the light. They stated they fixed the light. At 143K my car stated making noises and I checked my oil and it was completely empty. I brought it back up to Valvoline while it was knocking, hoping they oil change would fix the issue. IT did not and my jeep engine was no longer in working condition due to no oil. I bought my jeep in Nov 2023 for $14K and sold it for $3200 in May 2025. I would like to be compensated for the error Valvoline.

  Business Response

  Date: 05/19/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Our records indicate the management team reviewed the services you received during your visit and denied your claim. This denial is due to the fact that the location where the vehicle was towed to - Fifth Gear - ********* from that service center advised that he could not confirm the knocking would be caused by an oil change service. We have notated on the guest's previous invoices that a pre-existing engine oil leak and knocking sound were pre-existing service at Valvoline. Our upper management team holds the final decision regarding claim outcome. We stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at 800-327-8242. This claim remains denied, closed, and no further action will be taken.

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Valvoline for improper service that caused damage to my vehicle during an oil change.
  
  On January 12, 2025 , I brought my car to Valvoline at 445 Lincoln St, Worcester, MA for a routine oil change. A few months later, I took my car to a different auto shop for another oil change. That shop informed me that the oil drain plug had been overtightened to the point that it was extremely difficult to remove. They had no choice but to replace the screw entirely because the one Valvoline used had become stuck and unusable. They also informed me that the overtightening likely occurred during the last oil change—performed by Valvoline.
  
  When I brought this issue to Valvoline’s attention, they denied responsibility, claiming that because another shop worked on the vehicle and replaced the screw, they could no longer verify the damage or be held accountable.
  
  However, the second shop was not responsible for the damage—they simply had to correct the issue in order to perform a routine oil change. I now have a different screw in my vehicle specifically because of the original error by Valvoline.
  
  This has created unnecessary cost and potential long-term damage to my vehicle’s oil pan. I believe Valvoline should take responsibility for overtightening the plug and cover any necessary repairs or costs related to their error.
  
  I am requesting a fair resolution, including reimbursement for the replacement plug and any further repairs required to fix the damage caused by their technician’s negligence.
  
  Thank you for your assistance.

  Business Response

  Date: 05/19/2025

  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 800-327-8242. 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:05/19/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 01,2025 I visited Valvoline at the 2220 Hamilton Place Blvd location in Chattanooga, Tn. I got a maxlife oil change here. Prior to visiting I had no issues with my vehicle and had gone to a different location regularly with no problems. They changed my oil in “record breaking time” according to the employees and sent me on my way. I drove home and parked the car. I went to drive it a few hours later and had my engine lock up while driving causing me to pull over. Once I did, I noticed a huge puddle of oil had leaked out onto the ground. I called the tow truck and was instructed to take pictures and document because the have picked up multiple cars with this same issue after having an oil change from that location. When I got back home I noticed the ground was saturated with oil where I had been parked earlier but since it was in the grass I hadn’t noticed before driving off. My claim has been denied by valvoline leaving me with no vehicle. I have been quoted up to $10000 to replace the engine. I either want the engine to be replaced by them or for them to fund a new vehicle in some capacity. That car is paid off and I should t have to be inconvenienced with a note because of their negligence. I have videos of the oil spill but cannot attach them here.

  Business Response

  Date: 05/19/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Our records indicate the management team reviewed the services you received during your visit and denied your claim. This denial is due to the fact that **** ***** said it was an internal engine failure that caused it to throw a rod through the block. **** ***** Towing and Recovery is where the guest had the vehicle towed and inspected. 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.

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been getting oil changes with them since I bought this car and by their own admission, with the date they wrote on the oil filter, they have not changed my filter in 60,000 miles. I have attached a picture of the oil filter and and my cars milage. I have never faced such a breach of trust and they have charged me close to $100 every single oil change. That is $750 worth of oil changes that I have not gotten my filter changed. God only knows how much damage this has done to my car.

  Business Response

  Date: 05/19/2025

  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 800-327-8242. 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:05/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/11 2025 I took my car to Valvoline for an oil change. The tech named ***** talked me into changing my transmission fluid on a 2019 Jeep Grand Cherokee; they charged me $165.00. 2 Days later my transmission was slipping, shifting hard, and whining, I took the car to a mechanic I use often. He told me they put the wrong fluid in the car, causing the issue. This mechanic dripped the pan, changed the fluid and filter, and the car is driving better. It still whines a bit, never did before. I went back to Valoline to discuss the issue and the manager refused to call me or talk to me.

  Business Response

  Date: 05/16/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we’re certainly sorry
  to hear about the issues the guest has experienced with their vehicle. With the
  information provided, we could not locate a claim filed with our Customer Care
  team. To move forward, the guest must contact our Customer Care team at
  800-327-8242 and file a claim, so an investigation can be started.
  Please advise the guest that no further action can be taken via BBB, as all
  claim communication is through our Customer Care team only. 

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an oil change at the Saginaw, Texas Valvoline location on March 22, 2025, and shortly afterward my vehicle experienced complete engine failure. It was confirmed by Valvoline that the oil filter had been improperly installed or mishandled, resulting in oil loss and permanent damage to my engine. Valvoline has admitted fault, but the amount they have offered to cover my loss is pennies on the dollar of the replacement cost of my engine or vehicle.
  
  Despite repeated efforts to resolve this, they have not offered fair compensation. I have also submitted a demand letter under the Texas Deceptive Trade Practices Act (DTPA) on April 14, 2025, to Valvoline Instant Oil Change - Saginaw and Valvoline Instant Oil Change - Headquarters, with no response to date, and I am now filing this complaint so other consumers are warned.

  Business Response

  Date: 05/16/2025

  Our records indicate the guest has a claim that our management team reached out by phone and email to discuss. Unfortunately, we have been unable to reach the guest. Our Customer Care team would be happy to help connect them with management. They can be reached at 800-327-8242!

  Customer Answer

  Date: 05/16/2025

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

  I have requested that all correspondence or offers from Valvoline be in writing and not email or by phone. Any offers they wish to give me will be done by writing and through the mail. I will not accept their original offer and will only accept what I said in my demand letter that I mailed them on April 14, 2025.

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

  Business Response

  Date: 05/19/2025

  While we empathize with the guest's situation,  our Upper Management Team holds the final decision in the claims process. The Upper Management Team has made numerous attempts to speak with the guest with no response. Please advise the guest that no further action can be taken via BBB regarding claims. For further assistance, please contact our Customer Care team at 800-327-8242, as all claim communication is through our Customer Care team only. 

  Customer Answer

  Date: 05/19/2025

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

  I have had no attempts from HQ to contact me via mail. I have asked that all correspondence be in written form and sent through the mail. No phone calls or emails. Just written documentation to convey any response.

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

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Valvoline on the 14th of April not even two weeks later my check engine light comes on. Check the codes due to timing system go to the mechanic to see what’s going on car died on highway and when they came and check my motor blew due to no oil in car. Mind you my car has no leaks nor is consuming oil. When I call they were rude not trying to show no camera footage. Instead refund me for the inconvenience As a single mother with a new car 18 Kia forte not even 65 thousand miles. Now I’m here stuck with no car. And no money for transportation due to the tow truck I had to get for my car.

  Business Response

  Date: 05/13/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we’re certainly sorry
  to hear about the issues the guest has experienced with their vehicle. Our
  records show the guest submitted a claim to our Customer Care team on 4/29/25
  regarding issues with the vehicle. The guest stated the engine blew due to the
  vehicle not having oil in it, so this claim was then forwarded to our
  management team to start an investigation. Upon investigation, our management
  team reviewed the video footage from the service, which showed the correct oil
  level was added to the vehicle, and the oil level on the dipstick was also
  shown to the guest after the service was completed, confirming the oil was
  full. Our management team also went to the mechanic shop where the vehicle was
  located and confirmed both the oil filter and drain plug were tight and dry. Our
  management team has stated since the video shows the oil was added and neither
  the drain plug nor the oil filter were leaking that there must be an issue with
  oil consumption on the vehicle. Due to our management team’s findings during
  their investigation, the claim has been denied, and we stand behind our management
  team’s decision.
  Please advise the guest that no further action can be taken
  via BBB regarding claims. If the guest requires further assistance, please
  contact our Customer Care team at ************* as all claim communication is
  through our Customer Care team only. 

• Initial Complaint

  Date:05/12/2025

  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.

  March 7, 2025 I went to the valvoline instant oil change shop and had my oil changed. As of last week my vehicle started lagging as I was driving down the road. No dashboard lights not even a low oil light. Today, May 8, 2025 I checked my oil and it was almost bone dry. I went to my local car shop and purchased 3 quarts of oil. I topped it of. Waited an hour before I took it on a drive to see if that helped. The engine lag is still there but not as prominent. I’m so mad. I do not have an engine oil leak on my vehicle. They could have seized my engine. I go in Monday to have my engine looked at to see if there is any physical damage due to their negligence. Seeking repair to my vehicle.

  Business Response

  Date: 05/12/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Currently this guests claim is still pending and under investigation, which means we will not disclose the information of the pending claim here. If the guest would like to check the status of the claim please reach out to our Customer Care team by calling ************* 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: 05/15/2025

  
  
  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,
  
  
  
  ****** ****** 

  
  

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