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:09/07/2023

  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 visited Valvoline on Citadel Way to have a basic oil change performed in July. When I left the facility and drove I noticed after driving a couple of miles the car started making a knocking sound. When I got home I parked the car. The next morning I noticed a huge puddle of oil on my white driveway. I proceeded to drive to the nearest Valvoline on Eastern Parkway to inspect the work. The service manager there advised me that the Citadel Way location did not put a gasket on and placed the wrong filter on which made me lose oil. He even notated that on the ticket. They gave me a brand new oil change and advised me that I had lost quarts of oil. The knocking noise never went away. I took my vehicle to EAS automotive and a few other mechanics who all advised me that damage occurred to my engine as a direct result of the botched oil change. When I spoke to ****** the area manager he denied my claim and estimates from repair shop. I have it fully notated on receipt the errors that this shop performed. If I don’t receive repair to my vehicle I will take this inept company to court. PLEASE I BEG OF YOU DO NOT TAKE YOUR CARS TO VALVOLINE!!!!! They are incompetent and untrained to properly service vehicles. They will fight doing the repairs to damage THEY caused. The crazy part is all the oil that came out of my truck did severe damage to my vehicle to the tune of $5,000. I don’t care what shop they take it to, I simply want my truck to perform the way it did before I took it to this circus of a repair shop. If you do take your cars here, prepare to join the club of damaged cars. Horrible company. Avoid at all costs

  Business Response

  Date: 09/07/2023

  Our records indicate you reached out to our Customer Care team and started an investigation. Management investigated by viewing video footage from the service, which confirmed that all aspects of the service were correctly formed. Our management team holds the final decision in the claims process and has denied the claim based on the findings. We have closed this out and no further action will be taken.

  Customer Answer

  Date: 09/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the manager of the Eastern Parkway store told me verbatim that the Citadel Way Valvoline store botched the oil change and left off gasket and used improper filter.As a result I lost multiple quarts of oil. Manager performed a new oil change to put new oil and proper filter on and notated on the receipt that the previous store performed incorrect procedures. I have a copy of the receipt as proof 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 09/12/2023

  The customer has an existing claim ********* that has been denied. We have sent the original invoice and the additional invoice from the 2nd store to Upper Management for a 2nd review of the service. 

  Customer Answer

  Date: 09/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  No one has reached in upper management has reached out to me via telephone to resolve the negligence. This message said someone would reach out and no one has done so.  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:09/01/2023

  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 went in for an oil change since they advertised that it would be about 15 min and often cheaper than going to a dealer. I was there 43 minutes, almost triple what was advertised. They completed the oil change then told me the bill. The bill was higher than if I went to a dealer. The company charges more and doesn’t check for the same things as the dealer. Secondly, I was not told prior how much it would cost. I was charged $109 for extra oil. I didn’t request any additional oil. My car requires full synthetic oil. If full synthetic was put it, why is valvoline telling me to come back in 3000 miles for another oil change? Full synthetic should be changed every 10,000 miles. They said on the bill statement that they added windshield wiper fluid. Yesterday I’m driving and no wiper fluid was in my car.

  Business Response

  Date: 09/01/2023

  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:08/31/2023

  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 Aug 23 I went in to get an oil change to valvoline on the caldwell nampa blvd in caldwell idaho, my vehicle is a 2010 lincoln navigator. I got there and they told me about the recommended maintanence and said i had a bottom brake light out, i chose to do the brake light and the transmission oil change since I was told before that no one could do a change on my vehicle but since they said tbey cpuld I figured they must have gotten new tools and are now set up to do that service. They were struggling for about 15 minutes when the guy under my vehicle got the attention of the gentleman helping me above and told him the transmission bolt that sealed the dipstick on and in had broke off. He showed it to me and I was panicked. I asked if the oil is now going to leak out and he assured me that it would not. I get home and it all leaked all on the ground. I called valvoline and asked tje manager to review the footage which he did and seen where his tech broke off the bolt but refused to fix the issue because he said it must have been damaged before for him to be able to brake it that easy, someone can apply lots of force and make it look easy there is no way from a video he can say tbat his tech didnt apply force. They broke my vehicle, i had a perfectly good car before gki g to valvoline and now its toast and I have kids and a job its ridicilulous. I have footage of when he came to my hpuse i have cameras outside where he admitted to seeing the tape and saying everything he said.

  Business Response

  Date: 08/31/2023

  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:08/30/2023

  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 car in for an Oil Change at Valvoline located in Hesperia,CA about 1 week after I started getting a warning message from my car “Engine Oil Pressure Low” I took the car back to them and they said the oil level was okay and that it was probably a sensor that needed to be reset. Then my engine light came on and I took the car to the dealership where I was informed that the oil filter that Valvoline placed in the vehicle was crushed and that caused the a blockage which starved the engine of oil. The problem was repaired but they cannot assure me that I will not have any engine problems in the future

  Business Response

  Date: 08/30/2023

  Thank you for taking the time to reach out to us with your concerns, our records indicate our team spoke to you regarding this matter on 08/29, they advised while we will not be offering any warranty on the engine, if any issues do arise we would be happy to investigate any new claims of damage. This is our teams final decision, and no further action will be taken. 

  Customer Answer

  Date: 08/31/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I want something in writing stating that if I do have any engine problems in the future and it is caused by the negligence of Valvoline they will take care of the problem. Their negligence has affected my warranty as the dealership did stipulated in writing that future engine damage is not guaranteed due to the starvation of oil to the engine caused by Valvoline negligence. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 09/01/2023

  We are in receipt of this guests request and appreciate the guest has reached out with their concerns. Again, our records indicate our Team spoke to you regarding this matter on 8/29, and you were advised we will not be offering a warranty on the engine. However, if any issues do arise we would be happy to investigate any new claims of damage. 
  
  This is our teams Final Decision.
  No further action will be taken.
  This claim is considered closed. 

  Customer Answer

  Date: 09/04/2023

   
  
  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:08/28/2023

  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.

  On 8/8/2023 I took one of my vehicles in for routine maintenance and a tire rotation. The next day my fiance was complaining about a clicking noise coming from the driver front wheel area. I called our local mechanic and he told me to bring it in and he would check to see what was going on with the vehicle. When they were test driving the vehicle they noticed the tire wobbling a bit and making the clicking sound and noticed that the lug nuts were improperly torqued on all 4 tires but serious damage was made to the front driver wheel and when removing the tire a stud had broken off the wheel hub. I had to purchase new tires and a new stud plus needed an alignment due to Valvoline improperly rotating my tires. I file a complaint over a week ago with Valvoline and have yet to hear back from them. I ended up spending 1100 dollars to fix my vehicle because of their incompetent technician.

  Business Response

  Date: 08/28/2023

  We are in receipt of this guest's claims. We unfortunately were not able to locate an investigation in our Customer Care database under the name in which this BBB complaint was filed. Our Customer Care team would be more than happy to help with this and can be reached at ************* 

  Customer Answer

  Date: 08/28/2023

   
  
  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:08/28/2023

  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.

  I went to Valvoline 8-21-23 and purchased an oil change. It took longer than usual, about an extra 20-30 minutes even though there wasn't a line. They seemed short staffed or unorganized that day. I've been going there for a while now. After the oil change, I drive my car a little way the road and immediately all of my warning lights came on including the at oil temp light. No lights were on before the oil change. I very slowly drive my vehicle back there. They reset my lights and redo the oil change. My car seems ok. I have a very short drive to my house. (1 mile) But just because they reset the warning lights doesn't mean they haven't done damage to my vehicle. Also, I don't think they have the expertise to make a diagnosis of what is w***g. They do oil changes mostly.
  The next morning, I start to drive my vehicle and it is severely sputtering. I have a long drive to work (35 miles) and was not taking a chance being my car back to Valvoline. At this point because of the improper oil change I have to take it to the car manufacturer (Subaru) to get diagnosed. In the diagnosis the Tech noted Transmission fluid and oil are low. My transmission fluid was either burnt up as a result of the engine being at such extreme temperatures (at oil temp light was on), Or they drained it. Either way this was a direct result from an improper oil change.
  I had to pay 180.78 to Subaru for a diagnosis and them to top of the Transmission fluid. I would like to be reimbursed for that and my oil change ($279.44). I am not confident in Valvoline's ability to change my oil, so I need to get that redone, especially since the tech said it was low. In addition to having to pay for that I lost time at work. About 10 hours at 30 dollars an hour. (300)
  In total I am looking for 579.44 for the improper oil change and problems related. I asked *** for the District managers phone number he refused to give me the number. Horrible experience that cost me a lot money for a routine service.

  Business Response

  Date: 08/30/2023

  Our records indicate the guest reached out to our Customer Care team and an investigation was started with our management team. After the guest began to experience issues and took the vehicle to the dealership, the dealership recommended an oil change and transmission service, even though an oil change had just been done with Valvoline. They stated that the transmission fluid was low. At this location, we do not service or touch the transmission on Subaru vehicles, this vehicle's transmission was not touched or drained by our team during the service. Management advised that if the transmission fluid is low the dealership will need to top it off as we don't service this system on this vehicle. Our management team holds the final decision in the claims process and has denied the claim based on these findings. No further action will be taken.

  Customer Answer

  Date: 08/31/2023

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

  The vehicle was in good working condition before the oil change. I can't understand how someone can flat out deny responsibility when the oil change was done improperly. If it was done properly then we wouldn't be in this situation. If the fluid was not drained, then it was burned up by the engine being (AT OIL TEMP) for the time it took for me to drive back to Valvoline from the improper oil change. I've asked for the Area Managers phone number form the customer care line and wish to be contacted by them. *** the manager isn't able to make this assessment, but in asking 2 different technicians they agreed that that was the cause of the transmission fluid be burned up. 

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

  Business Response

  Date: 09/01/2023

  We are in receipt of this guest's claim and apologize for the frustration felt during this process. At this time Upper Management is waiting for the guest to provide a Repair Facilities Diagnosis Documentation claiming that what the guest experienced is due to the oil change. We patiently await the guests response, through the CLAIM process, BBB does not handle the Documentation - the guest will need to reach out to our Customer Care team at ************* 

• Initial Complaint

  Date:08/25/2023

  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 had my vehicle serviced on July 7th at the Valvoline at 9531 West 87th Street in Overland Park Kansas.
  
  Within a day I noticed that I had a spot of oil on my parking spot which I assumed at the time was simply a sloppy job of pouring however over the next few weeks it did not stop so I made an appointment at my dealer.
  
  Following them changing my oil they informed me that the reason it was leaking was because the filter was loose and since their changing of the oil and filter (far earlier than I should have needed it) and them cleaning up the excess oil, I have not had any problems.
  
  I am disappointed in both the quality of the work performed and the lack of quality checks on that work at this location and am asking for a refund of the oil change amount on my invoice to compensate me for the need to have my oil changed again at my dealership, the time cleaning up the oil in my garage, and the worry that there was a more significant problem (the reason I went to the dealer again)
  
  I previously contacted Valvoline on their website (on August 15) and have had now response as of today.
  
  The invoice number is ***** and the amount spent on the visit for the oil change was 76.99 plus tax

  Business Response

  Date: 08/25/2023

  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: 08/26/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this seems to be a blanket response and I did open a case via their website which indicates it was simply ignored.  I provided the invoice number and details both in my initial contact and the bbb complaint so while I will attempt a third time by calling l, I doubt that will work any better.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 08/30/2023

  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: 08/31/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because the response in in error.  I called as requested and was informed that a case was in fact opened on this and to date no action has been taken and no communication has been received.    Valvoline case is ********* as of the weekend of August 26-27th

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

• Initial Complaint

  Date:08/24/2023

  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 8/15/2023 at approximately 2:00pm in the afternoon, my son took his vehicle into Valvoline for an oil change. I am the cosigner but he drives the vehicle which is a 2017 Audi A4. On this day, he took his vehicle in for a simple oil change and he never was able to drive the vehicle after. The technicians drained his transmission, and added 7quarts of oil. Once they realized the mistake, they added 7 more quarts to the engine, totally 14 quarts. When the technician started the vehicle, it started smoking and cut off immediately. Once accessed by the Audi dealership, we are currently at 7600 in repairs, the vehicle is still currently being worked on as it's putting on white smoke when they drive it. Since the white smoke is coming out, they are thinking that some oil may have gotten in the emission system as well. Valvoline has been very adamant about not taking care of the repairs, and have told me on several occasions since I chose to have it towed to the dealership, I would need to pay for the difference in repairs of what they are willing to pay. My son is 21, excellent driver, no incidents on his record, but you need to be 25 in to rent a vehicle. Valvoline refused to assist in this matter up front as they said it was against their policy. So not only has he been without a vehicle, he hasn't been able to work or go into school either since that day. This incident has been a nightmare, and when talking with the area manger named Diane, she has not been kind or understanding. I was told this this vehicle should be totaled out, but with the way Valvoline has treated us, they are trying to do as little and be as difficult as possible. Oil changes should never require a new transmission, but unfortunately we are here. I'm looking for this loan to be paid off, so that my son may be able to get back on the road sooner than later. He has only had this vehicle for 1.5years and hasn't had any of the issues at this severity until now. Please help.

  Business Response

  Date: 08/24/2023

  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: 08/24/2023

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

  The Claim is under my son’s name. ******** ******** *********

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

  Business Response

  Date: 08/25/2023

  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. 

• Initial Complaint

  Date:08/21/2023

  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 8/ 16/ 23 I went to Valvoline located at 1158 US-9, Wappingers Falls, NY, Telephone# * **** ******** *for an oil change. After a few minutes the manager informed me, that the tech working under my car could not remove all of the bolts. He stated that two of them were stripped or rusted, he wasn't sure which because he wasn't working under my car. He then advised me to go to my Honda dealership to have them removed. He then guided me out of the car port and I went home which is about a mile away. Two and a half hours later I left my home with my granddaughter to go shopping. While driving I thought I heard my car make a noise but I wasn't sure. Once I entered the Palisaides Parkway I heard the noise again when I went over a bump and a dip in the road. I noticed another driver flash his lights and gesture to me that there was a problem under my car. It was at this point that I realized that the tech did not tighten the bolts back or he left the ones that he thought he couldn't get off, loose and the metal plate was hitting the ground at every bump or dip in the road. I then turned around and went straight back to Valvoline. I had my son call ahead of time so they were expecting me. When I arrived at Valvoline I parked on the hill and waited in my car as the sign instructed. A tech came to my car about two mins later. The tech informed me that he could see the metal plate hanging down as he approached my car. He then moved other cars to get me into a port and try to fix their mistake. According to the manager bolts were missing and that caused the plate to drop down. I asked how did that happen. He said he didn't know. He informed me that I now need the metal plate replaced along with the plastic piece inside and new bolts. I heard the manager tell another tech to run over to Subaru for zip ties to try to temporarily reattach the plate. All my car needed that morning was an oil change. Valvoline is responsible for the damage to my car and should pay for the repairs.

  Business Response

  Date: 08/24/2023

  We are sorry to hear
  that this guest experienced an issue with their vehicle after service. An investigation is needed in order to further address these concerns. We do not have any record
  of an investigation associated with the name and information provided. Please contact
  our Customer Care team at ************ to start this process and receive
  further guidance.

• Initial Complaint

  Date:08/16/2023

  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.

  Throughout the past 2 years, I have consistently taken my vehicle for oil changes to Valvoline Oil Change in Murrysville, PA. At the last oil change, I took my vehicle home and noticed the oil levels fell the next day, and there was evidence of oil underneath the vehicle. I called Valvoline back immediately, and they sent a technician out to the house to inspect the issue, and found that they said to bring it back to their shop and they would complete another oil change.
  
  When I brought the vehicle in, they stated that the oil pan was cracked and the evidence led to potential tightening the oil plug too much. They replaced the oil and recommended taking it someone to be fixed.
  
  After taking the vehicle to a certified dealer, Hyundai, they provided the repair and documentation that the oil plug was indeed tighten too much which led to a crack in the oil pan causing leaking of oil.
  
  After I contacted George at Valvoline, he stated that their equipment would never do that, and in fact there is nothing they will do. They however stated that they know this vehicle is brought into them regularly and have been an existing customer for years.
  
  Regular oil change records and documentation provides clear evidence that Valvoline is the only company servicing the oil changes, and two experts provided their opinion that the crack was due to over tightening of the oil plug.
  
  I am seeking resolution of cost to replace the oil pan, due to the negligence of Valvoline technicians over tightening the oil plug.

  Business Response

  Date: 08/16/2023

  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: 08/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I contacted customer service and ******* from the Murrysville location. Both stated that they would not be able to help to do anything for this cost or problem. No accountability was taken when I called regarding this concern, which is why I escalated to the BBB. 
  

  f am more than willing to discuss a solution and can be contacted at ************  

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

  Business Response

  Date: 08/17/2023

  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 ************* Our Customer Care team is our Corporate Offices, not Customer Service at the location. 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.