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:09/25/2023

  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 pulled up to the valvoline that I ALWAYS go to on Delaware avenue. This is where I have spent a lot of money. The usualmanager wasn’t there and someone named will was here and another employee that I didn’t get his name. I told him that I’m here for an oil change and right away he asked me to pop my hood which was very usual because no one asks me to do this outside before going into the bay. So I asked why he needed me to pop hood he said he needed to check to see if they were able to give me an oil change. He look under the hood for 2 seconds and again says nope we cant do it because of a metal sheet or something blocking them from doing oil change I don’t know what that means. Because Again I told him that this is my valvoline that I’ve been going to for a while and they’ve never said that they couldn’tgive an oil change. He just repeats himself and says some metal plate is blocking them from being able to do the oilchange. He says I could go to another but I said no I will not be going to another store this is my store that I go to. I said I would come back another day when the original manager is here. Then will and the other employee immediately walk back into the store

  Business Response

  Date: 09/26/2023

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

• Initial Complaint

  Date:09/25/2023

  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.

  we had for several years the valvoline engine oil gaurentee , their product , synthetic advanced oil, ruined our motor, RE: no oil pressure on the cylinder head, causing , valve train failure and # 3 piston to burn uo , w. no compression , and no oil pressure on testing port, on top of said cylinder head, some oil pressure on lower block, this product ditroied the oil pressure regulator to the cylinder head, & associated valve train, they declined the claim takeing our mechanics evaluation out of context, blameing the oil sensor, and not the oil pressure as needed to operate, properly, and very low viscosity to their product, causinf this failure, and ruened the entire engine. the statements made by the adjuster is wrong, and is considered , misreresentation, & fraudulant add,s about this oil product, to sell to the public , phoney / false information,, calling it , volvoline oil engine gaurentee, & claiming false issues , that have nothing to do with a sensor,/ sensors, that monitor the engine, no oil pressure is no oil pressure, and there company is liable for the damages, according to the FTC, up to about ,$11,000.00 u. s. dollars per incident. coasts wil vary from 11,000 to 6,000.00 to replace the engine, this should go nation wide to advise the public of these issues, there are over 225 complaints, this year, and about 750 complaints the past few years. and being reviewed by the attorney general, of colorado, for leagal investigations, and public , resolve . i remain ****** ** ****** , have built motors for over 60 year,s all kinds, includeing diesel,s and top fuel cars. ect, regards T.A.W.

  Business Response

  Date: 09/26/2023

  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: 09/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they will not honor the contract, and their substandared products, burned up oue valve train and number 3 piston do to no oil pressure on the cylinder head, per our mechanics , reveiew , also the FTC & and the attorney gener ,of colorado is investigateing this issues, with this business, volvolie engine oil gaurentee , is currently valid under their conditions & guide line, blaming a sensor is not the cause of engine failure, they are just ,playing the out of context game, in an efforort to decline this claim,
  
  
  
  Sincerely,
  
  
  
  ****** ** ******

  Business Response

  Date: 09/28/2023

  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: 10/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:, claim was denied on non technical basis, ignored, fact of  no oil pressure on cylinder head as reported by a certified mechanic, greg weiseir .claim # ********* adjusters  name is dereck, ,product support , on sep:, 21/2023 failure of oil pressure regulator , on cylinder head burned up valve train & piston # 3. w. no compression . valvoline   support , engine gaurantee is lying. in an effort to denie this claim. again on non technical basis, also investigation by the federal trade commission & the attorney general , insurance division, of colorado,IE: DORA , please honor your contract,valvoline  engine oil gaurantee. 
  
  qualified documents submitted, and qualified under their guide lines, , i remain,
  
  Sincerely,
  
  
  
  ****** ** ******

• Initial Complaint

  Date:09/25/2023

  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.

  Around the end of May I got an oil change at a Valvoline location. After a few days my car started leaking oil. I had to take it back a few times before they would actually diagnose the problem and identified that their techs had broken something causing the car to leak oil. They took possession of my car to fix the issue. While my car was in their possession they left it outside overnight during a storm and my car got hail damage. They told me they would handle fixing both the oil leak and hail damage. It has been almost 4 months since then and my car has still not been repaired to its initial condition. The hail repair shop they chose was very sketchy and difficult to deal with. Valvoline is responsible for fixing my car so they should have been the ones dealing with the hail repair to make sure my car was fixed and in a timely manner. Instead they left me on my own to spend countless hours of my own time trying to get my car fixed correctly by a sketchy repair shop that they had chosen. To worsen my problems they paid the hail repair shop without verifying that the work was actually completed, which it was not. Valvoline is claiming that since they paid the hail repair shop that their job is done and now the problem is between me and the hail repair shop, but Valvoline is the one who caused the initial damage on my car and they are the ones who picked the repair shops, so they should be the ones responsible for making sure the issues they caused are actually repaired correctly. The hail repair shop broke 2 interior panels during the job and says I need to work with Valvoline on getting replacements since they did not change Valvoline for replacement parts. I have tried contacting Valvoline multiple times over the past week to get this resolved but am repeatedly told they will call me back later in the day, only to never get a call back. All I want is for Valvoline to buy me replacement parts for the 2 panels that were broken so I can finish the repairs myself. Replacement parts would cost about $400.

  Business Response

  Date: 09/26/2023

  We are in receipt of this guests claim and apologize for the frustration felt by the guest. We haven't heard from this guest since 9/20 and ask that they give our Customer Care Team a call with the information regarding the replacement parts. Please call ************, the claim number is ********** We would be happy to discuss this further. 

• Initial Complaint

  Date:09/22/2023

  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.

  So, I went in on my lunch break for an oil change and tire rotation. It wasn't to busy but was running slowly though they had a decent ammount of tech's on staff. My time in shop was horriblly longer than usual. This isn't my usual location but was in need of services before a road trip. Anyhow I cleared up this issue with the area manager. So this not being the problem. However I just recently got this car and had looked it over thouroughly of any marks or scratches. It was in beautiful condition and at a high price tag. this is the nicest car I have ever own and thus why I am brought to upset. With the long wait I observed many techs talking to one another, bantering about weekend festivities and that they too had freinds in shop that didn't belong there only being of distraction. I was in a tiny office as I was asked to wait out of my car while roatating my tires. I observed the moving and walking around my car while doing the task. my frustration comes that after I left and got back to work, While walking around my car checking out the tires I noticed deep scratching in my bumber that was not there heading to get my servicing on my car done. So with that I contacted valvoline and they have this lengthy process of being able to talk to anyone. I left a complaint and fianlly got a call back a couple weeks later. This issue took place on 08/04/2023. Ive ended up playing phone tag with some 3rd party person whom initiates these calls and takes notes in the background after connecting the two parties to talk. After many attempts to get the information I was seeking, I was told this would be investigated and that I would be recontacted with findings. I fianlly got a call back after having grown tired of waiting again. Almost two more weeks waiting. It turns out that they denied my claim on the damage on my bumber. Saying that they had no video recording of that angle of my car that they could see anyone walking around the car. So for that denied having any part in it.

  Business Response

  Date: 09/22/2023

  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. This denial is due to the fact that the team was not near the rear portion of your vehicle during your service with us. Additionally, the management team noted that the scratches were very deep and seemed almost intentional. 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 *************  

  Customer Answer

  Date: 09/22/2023

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

  you say deep,you say intentional? These are surface level scratches on a plastic bumper. You say no one was near the rear of my car, when I asked if this was evident in your camera recording you stated there was no recording. Hey accidents happen, this is my new car and I am very observant of anything off about it. These scratches were not there on my way to the appointment. I noticed them upon my return to the office just a few minutes away from the shop. I don’t appreciate these being brushed off due to the lack of your video footage and you trying to make it more about intentionality vs what could have been an accident. I’d appreciate some ownership in the lack of professionalism in this location. That you have techs with their friends hanging about. That you have techs smoking within feet of chemicals and cars. This is by far the worst experience I’ve ever had at a location and with management. I deny you brushing this off and ask that you step up and take care of your customers, and not brush it off as some nonsense. This is highly frustrating to see my new car treated in such a way.  

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

  Business Response

  Date: 09/26/2023

  We are in receipt of this guests claim and apologize for the frustration felt by the guest. Our records indicate that upper management has reviewed the footage from your visit with us and after doing so denied the claim. This is due to the fact that no one from our team was near the back portion of the vehicle at anytime during your visit. Management does have the final say in all investigations, we stand behind the decision to deny this claim. The issues you have experienced were not related to services received at Valvoline. If you have additional information please do not hesitate to reach out to our Customer Care team at ************* 

  Customer Answer

  Date: 09/27/2023

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

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my 2020 Kia Telluride into Valvoline Instant Oil Change on May 18,2023 for an oil change. When they did the oil change they told me they spilled oil on the engine and wiped it up. This was recorded on their camera showing what they are doing. On July 13, 2023 while driving in Maine, the car started shutting down electrical systems and lost power steering and left me stranded on a country road. It was towed to a KIA dealership where they tell me the alternator failed because it had oil inside it. There is no oil in the engine compartment so the oil was from an external spill The battery was damaged by the alternator failure and needed to be replaced along with a new alternator. Total cost $1690.13. I have saved to old alternator for Valvoline to inspect if they would like.
  I had tried to file a claim on their website on 4 occasions with their note that they will respond within 48 hours, but, I have not heard back from them. Please help me ask Valvoline to repair the damage to me car and pay the $160 towing fee. The car had 42,842 miles on it, far too soon to expect alternator failure.

  Business Response

  Date: 09/22/2023

  Thank you for taking the time to bring this to our attention, we apologize that you experienced frustrations after your visit to the service center and want to advise you that our Customer Care team would be more than happy to assist in getting an investigation started on your behalf. Investigations cannot be initiated through the BBB and should be initiated as outlined on page 2 of your invoice by calling ************. In an effort to be fully transparent with you, page 2 of your invoice also 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." Until Customer Care has been contacted no further action can be taken by our team. 

  Customer Answer

  Date: 09/29/2023

   
  
  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.

  They are willing to investigate further.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:09/18/2023

  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 car in for an oil change at Valvoline. They ended up doing random tests on my car as well, including testing my battery and my battery passed the test. I then went home straight after Valvoline to grab something from my home and a few minutes later my car wouldn't even start. It turned out that their battery test stressed out my battery to the point where it died and my car wouldn't start. I had to get a new battery because of this. I am requesting a check for the replacement battery I had to get as a result and the amount I paid to Valvoline to kill my battery (receipts attached) which totals $350.86. I'm not even adding in my time or inconvenience even though this has been extremely inconvenient for me.

  Business Response

  Date: 09/26/2023

  Hello *** ********

  Thanks for reaching out about this. I want to apologize for the inconvenience this experience has been for you. In reviewing your investigation, I can see that management has tried to reach out and left a voicemail. If you did not receive this voicemail, or need the steps to follow-up, we invite you to contact our Customer Care at ************ option 2 and reference ********** The team would be happy to get you connected with management on this matter.

  Thank you for being
  the best part of Valvoline, 
  ******* *******
  VIOC Social Media
  Specialist - USA & Canada
  Valvoline Retail
  Services - Marketing and Insights
  100 Valvoline Way -
  Lexington, KY 40509

  Customer Answer

  Date: 09/28/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I would like to get this resolved as soon as possible here. I'm not able to call
  
  
  
  Sincerely,
  
  
  ******* *******

  Business Response

  Date: 10/03/2023

  We are in receipt of this guests claim. We have called and left a voicemail for the guest to reach back out. In a matter such as this we ask for the guest to find a way to call us back, this will not be handled via email - we must receive a call back from the guest. Our Customer Care team is available at ************* 

  Customer Answer

  Date: 10/04/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because this business has very unreasonable expectations. If someone is working FULL TIME while also serving in the military and with a newborn baby, there is no way anyone would have that much extra time and effort for a lengthy call when it could EASILY be resolved here or via email.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:09/15/2023

  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.

  When they did the oil change they mentioned having a hard time removing the drain plug on the oil pan. Now it’s leaking oil from the plug after they replaced it. To fix it I’d have to get another oil pan to stop the leak on my 2014 ford fusion se

  Business Response

  Date: 09/15/2023

  This guest has not contacted Valvoline Instant Oil Change to discuss this incident. Based on the information provided here, we have started a claim investigation with the store under the reference number *********. Store management will begin the investigation and should contact the guest within the next two business days. Should the guest not hear from anyone during that time, they can contact Customer Care at ************ for status. 

• Initial Complaint

  Date:09/11/2023

  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.

  1) 7 April 2023
  2) $120.90
  3) Change engine oil and filter; turn off indicator light; replace windshield wiper blades; and top off all fluids
  4) Services were not completely rendered.
  5) Said business initially attempted to have me provide personal banking information to receive a refund. After I declined, Valvoline informed me that a cheque would be sent to me in the mail. After waiting over a month, I contacted the business, letting them know I had not received my refund. Valvoline, once again, assured me that I would receive my refund. Weeks later, I received a phone call purportedly from Valvoline stating that the cheque had been returned to them; and I verified that the address to which the cheque had been sent was the local Valvoline store (No. ******* where I had initially attempted to receive services. The Valvoline representative asked for my home address, which I provided. To date, I have yet to receive this refund.
  6) Valvoline Customer Care incident No. ***********

  Business Response

  Date: 09/12/2023

  We have received the BBB complaint and can provide the following information:

  In response to the request to "provide personal banking information to receive a refund": the process for electronic refunds involves a bank transfer using the banking software Zelle. Once the request is put into the system, an email is sent to the guest from our banking partner with a secure link for the guest to enter the information. Valvoline cannot access this information. Electronic refunds are the safest, most secure, and fastest way to refund.
  
  The check refund was sent to the guest because of a refusal to provide a physical address to the store for their customer records. The system defaulted to the store address, and the check was sent to that default address. 

  Today, we corrected the address and requested a check to be sent to the guest. We have requested it to be sent asap. 

  Customer Answer

  Date: 09/12/2023

   
  
  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 happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:09/08/2023

  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 9/01/23 I had my oil changed at Valvoline in Longview,WA and the employee mentioned a leak in my engine which could be oil or transmission fluid. They suggested taking it to a mechanic to have it looked at. After having it looked at by a mechanic they had discovered that the Valvoline employees installed an oversized drain plug in the engine which stripped the threads and is causing the leak. This was NOT an issue before having the oil changed. The drain plug is replaced every time the oil is changed so Valvoline was the one who installed this oversized plug. The mechanic suggested not using the vehicle until fixed. I have filed a claim with Valvoline on 09/06/23 and have not been given a solution. I drive 25 minutes to work there and back so I have to rely on others for rides as of right now. I want Valvoline to pay to have my vehicle fixed, refund my purchase I made with them, and pay for a rental vehicle while my vehicle is being repaired.

  Business Response

  Date: 09/12/2023

  The guest has an existing, active claim (**********. According to the notes, the area manager spoke with the customer yesterday, and is reviewing the case and will contact the customer today to discuss. 

  Customer Answer

  Date: 09/13/2023

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

  The business had me come back into the shop but claimed there was no oil leak. When I had the vehicle diagnosed the oil leak was shown to be coming from the drain plug which Valvoline dangers by installing an oversized drain plug. The green dye shows where the leak is coming from.
  
  
  
  Sincerely,
  
  
  
  ****** **********

  Business Response

  Date: 09/15/2023

  The claim *********** has been denied by store management. According to our records, the drain plug in pictures provided by the guest is not a drain plug that was installed by Valvoline. 

  Customer Answer

  Date: 09/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  They claim that is not a drain plug they installed when in fact they did install that drain plug. They claim that is the “exact” drain plug when it is not and now they are saying that is not the drain plug they installed. So now they are lying about the service they provided.

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

• Initial Complaint

  Date:09/07/2023

  Type:Product 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.

  In early august 2023 I stopped by this shop to do an oil change for my 2011 BMW. Immediately after the services were finished, my car became inoperable and a red battery notification came on my dashboard. I notified the team members and not only did they not do anything to help me, but they refused to give me their names and left me stranded by myself in the parking lot. They closed the shop and Left unannounced while I was on the phone with a towing company.
  
  After getting my car towed from this place and taken straight to the mechanic, it was determined that the drive belt came off it’s track, and the steering wheel locked due to wet oil residue that got on the belt.
  
  After I followed up with the shop to speak to a manager to explain what happened, the manager also refused to give me his name, didn’t apologize for his team’s unprofessionalism, and try to say that the oil was a build up and COINCIDENTALLY came off while they were doing the oil change. Once again, refused to help me.
  
  I filed a complaint with customer service and although they have not “declined” my claim yet, they have not made an effort to look at my case and keep on saying that a manager has to review the claim and will follow up. They never did.
  
  Not only did I receive a horrible service from both the valvoline shop and customer service, but I also lost a day of work fixing my car and hundreds of dollars due to valvoline’s negligence.
  
  I’m extremely disappointed in this company’s lack of professionalism and understanding of the damage they created.
  
  This is a terrible company, stay away.

  Business Response

  Date: 09/08/2023

  We are in receipt of this guests claim and apologize for their frustration. That said, on 8/21 we setup a one time payment to the guest of $419.07. This guest has been paid and we haven't heard back from them until now. This claim has been closed and no further action will be taken. 

  Customer Answer

  Date: 09/08/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I filed a complaint against Valvoline before they issued a refund and since then I have received a response from them. 
  

  Thank you for following up. 
  
  
  
  Sincerely,
  
  
   ******** ********

  
  

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