Complaints

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

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  Valvoline Instant Oil Change

  100 Valvoline Way Lexington, KY 40509-2714

  
• 

  Valvoline Instant Oil Change

  154 Franks Dr Madison, IN 47250-2462

  
• 

  Valvoline Instant Oil Change

  2114 State St New Albany, IN 47150-4923

  
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  Valvoline Instant Oil Change

  4909 Dixie Highway Louisville, KY 40216

  
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  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: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.

  On 7/18/2023 I took my car for an oil change at Valvoline Instant oil change with no issues, no leaks at all ever. The technician told me he could not do my oil change because the oil drain plug was "spinning" and they could not get it out. They tried to "get it out" for about 5-10 minutes at that point the technician confirms they will not complete the oil change because "the shop that did my last oil change stripped my oil plug". Which is a complete lie because it had been stripped 6+ months ago, why has there never been a leak the past 6+ months ???? I took my vehicle to a trusted mechanic that same night and was told the morning of 7/19/2023 that my oil plug was stripped and the oil pan possibly damaged and it needed to be replaced, the plug was replaced 7/19/2023. On 7/27 I had to take my car back to the mechanic for oil leaking. 4+ quarts of oil drained out. The plug was replaced again on 7/27 and I was told to monitor the leak again for possible need to change oil pan. On 8/3 the leak returned again, and my car leaked 4+ quarts of oil. At that point the mechanic did a dye UV test on my vehicle and determined the oil drain pan needed to be replaced. Since taking my car to Valvoline instant oil change my car has had these issues. My car did not have any issues at all before they put their hands on it. I would like to be refunded for the repair costs I had to pay, and days of work I had to miss because of their carelessness.

  Business Response

  Date: 08/16/2023

  We are in receipt of this guests complaints, and apologize for any frustration this guest may have felt because of this experience. At the time this complaint was submitted we were not able to locate any records of an investigation initiated with the Customer Care team under the same name this BBB complaint was filed. This process is outlined on page 2 of the guests invoice. 
  
  Our Customer Care team would be happy to assist this guest with their request and can be contacted via phone at ************* 

• Initial Complaint

  Date:08/08/2023

  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.

  I took my car to Valvoline Saturday July 29th to get an oil change. I also got my wiper blades replaced. A couple of days later while i was driving with the window down, i heard a slight scraping noise which i thought was me needing my brakes checked. (REMIND U I GOT NEW BRAKES LESS THAN 1 YEAR AGO). This morning I heard a LOUD scraping noise under my hood after going through a puddle in the road because it rained and as soon as I turned the corner to pull over, something fell in the road from underneath my car. I went back to pick up what was in the road and it was a oil drip pan. Of course annoyed I went to Valvoline this morning and the manager Bill, BLEW ME OFF AND WOULD NOT LOOK AT MY CAR and would not acknowledge that the drip pan belonged to their establishment. There is still something loose underneath my car because today while driving I hit a bump and I heard a rattle. MY CAR WAS NOT DOING THIS PRIOR TO MY OIL CHANGE. I still have the drip pan and have pictures showing the NOW condition under my car.

  Business Response

  Date: 08/11/2023

  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 the process and receive
  further guidance.

• Initial Complaint

  Date:08/08/2023

  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.

  I took my 2010 Hyundai Tucson on July 10, 2023 to the Valvoline Instant Oil change in Cranberry Twp, PA 16066. I had new passenger lights, oil change, air filter, back windshield wiper and serpentine belt changed.
  
  As of 8/3/23 my car is out of commission. I took it to the mechanic and they told me that the serpentine belt that was recently replaced was completely shredded. I called Valvoline and they asked me" what is the issue, why can't you drive it?" I told them the one they replaced was shredded and they are taking no responsibility for it. I have had other issues with Valvolines in my area and I will NEVER go them again.
  
  I want Valvoline to pay for all the damages that have occurred to my vehicle. I have been without my vehicle for 5 going on six days now.
  
  Thank you.

  Business Response

  Date: 08/11/2023

  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 the process and receive
  further guidance.

• Initial Complaint

  Date:08/01/2023

  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.

  June 9th took me SUV in for routine oil change as I have done many times to Valvoline instant Oil change. Last week It began to make loud noises in the engine and I took it to a licensed mechanic where they concluded that there were damages to the engine due to a bad oil change and filter. they provided documents pictures and a bill for there findings, I took the car to Cerritos Honda for 2nd opinion and to see if any warranty could cover. There techs concluded same findings that neglagence during the last oil change caused restriction and damage to the engine resulting in 7000 repair. Because it was not a warranty issue they would not cover it. I reached out to Valvoline and filed a claim and provided the documents and pictures of what the mechanics found and they have been uncooperative.

  Business Response

  Date: 08/02/2023

  We are in receipt of this guests claim, and apologize for the frustration they are experiencing. That said, in the diagnostic report there was nothing that specifically said this issue was caused because of the oil change. We were told there was plastic on the filter, however our filters are not packaged in plastic. This claim has been denied because there is zero proof that this issue was caused by Valvoline. Our technicians did everything by the book. This claim has been denied at the highest level by our Store Manager as well as Area Manager. This claim is denied, closed, and no further action will be taken. 

• Initial Complaint

  Date:07/31/2023

  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.

  I came in to get my oil changed on 7/18. I came back on 7/19 because they did not put my engine splash guard back on. My engine splash guard is coming apart because of valvoline. I drove without knowing my engine splash guard wasn’t put back on properly. When coming back on 7/19 the man he would not give me his name but told me he was the assistant manger was very rude mean and nasty. He told me “I don’t have to do anything for you” “I don’t have to fix anything for you” and refused giving me a refund I even asked if he could just give me a free oil change next time. He said no. He said that he would give me a 30% discount and I told him that’s not a refund, he said SO WHAT. I asked him what was the manger name he said “bob” he would not give me the manger name or contact number. He said “I’m the manger today and you don’t need to talk to the other manger” he told me he couldn’t tell me who the manger was. They can not fix my splash guard, they tried to fix it but it came right apart. and now it will cost me 400 dollars to get it fixed. My splash guard should have been put back on. He kept saying “oh well” he did not care at all. I spent a total of 64.95 dollars and have not had my splash guard fixed. I went to the 7875 Cincinnati Dayton road location.

  Business Response

  Date: 07/31/2023

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

  Customer Answer

  Date: 08/01/2023

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

  I absolutely did file a complaint. I also called back for follow up and let customer service know that the entire guard needed to be replaced because it was completely coming apart.  Because of the damage the engine splace guard was unable to be nailed back completely. They didnt evrn nail all sections and so all of it is coming apart. I have had to call people to see if they can repair because I am afraid to drive the vehicle. This is horrible because my son is sick and Im trying to make arrangements to make sure he makes his neurologist appointments and more.   In fact on my second call customer service pulled up tge record. The rep told me that he thought valvoline would replace the plate. The first representative went so far as to tell me that it would be escalated and that the manager at valvoline would be contacted.  I told her I was sorry that I did not record the conversation and she told me not to worry because there were cameras and recording so they would view and hear the incident. This should prove that I called and made a complaint. This response from valvoline makes things worse.  I feel like everyone should be aware of this location and valvoline by any and all means because if my complaint is missing them this is horrible because it implies my complaint was removed/deleted  I can even provide my phone as proof which will show both calls and the time on the call as additional proof and indication to others of this horrible experience. I even have another valvoline I called before customer service to ask what I should do and that is how I knew to call customer service. This is so horrible given all of my current issues with the health of my son and being unable to work for the time being due to his illness and paying for a new guard because of valvoline negligence is a serious unnecessary hardship. 

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

  Business Response

  Date: 08/01/2023

  We are in receipt of this guest's concerns and apologize for any frustration the previous response might have caused. We were able to locate this guest's records after some careful research and see that this guest spoke to our team about a replacement skid plate on 08/1/2023. Since the concerns this complaint was initiated with are currently being addressed by our team we consider this complaint closed, and no further action will be taken. If this guest has additional concerns or questions we ask that the guest contacts Customer Care. 

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep disappointment with the service I received at Valvoline Oil Change in Mira Mesa West during my recent visit on 06/15/23 (******* *****).
  
  I visited the location with the intention of having both engine oil change and brake fluid change services performed. However, my request to take a few minutes to attend to my baby before discussing the services was disregarded. The staff proceeded with additional checks without my consent while I was attending to my baby.
  
  ******** who attended to my receipt, displayed impatience and indifference towards my concerns. She refused to perform the brake fluid change when I requested it, and I promptly decided not to proceed with the service. Despite my objections, the oil change was performed without my approval.
  
  Furthermore, ******** who claimed to be the manager, showed no interest in listening to my concerns and insisted I pay the bill without addressing the issues at hand. I felt disregarded and frustrated by the lack of empathy and professionalism displayed during the interaction.
  
  As a loyal customer, I have always respected Valvoline for their quality service, but this experience has left me deeply dissatisfied. I expect a sincere apology and assurance that measures will be taken to improve customer care and service quality at this location.
  
  In addition, I request an immediate refund for the services I did not approve or receive.
  
  I hope that Valvoline takes this complaint seriously and addresses the issues raised promptly. As a valued customer, I expect better treatment and improved service from a company that I have trusted for many years.

  Business Response

  Date: 07/28/2023

  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.

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/7/23 I went to Valvoline in Port Chester for an oil change on my 2019 Honda Civic and I saw they were advertising "A/C Service Here" via a sign out front. My AC had stopped blowing cold air a month prior and I requested they diagnose the AC issue. They quickly checked under the hood and said there was no refrigerant and the compressor fan wasn't spinning. I asked why there would be no refrigerant and they insisted it was normal (Honda later confirmed this is untrue), although I asked if they were sure it wasn't a leak. They stated they could refill the refrigerant and if that worked they would charge me, but if it didn't I would only have to pay a $40 labor fee. I agreed. The recharge appeared to work but a month later the AC started blowing hot air again and I took it to Honda, who discovered there was an issue with the condenser causing the refrigerant to leak. Honda advised me this is a common issue with the Civics and is covered under a warranty extension free of charge. I called Valvoline requesting a refund as they did not originally catch the leak and never seemed to check for it either since it was "normal." According to their website, they advertise all air conditioning services include a thorough inspection for leaks, but when filing my complaint they couldn't even tell me what leak detection system they use. The store manager admitted on a recorded line that they do not in fact diagnose and repair AC issues, they merely add refrigerant. Had I know this, I would not have requested AC Service here. They are engaging in false advertising and in direct violation of the regulation as a New York State certified repair shop to "Not commit a fraud or deceptive practice." My invoice doesn't even state a description of the AC problem I reported, which is another regulation, and whether or not they tested for a leak, although there are such comments on the invoice regarding the engine oil. They still denied my refund claim as more than 30 days had passed.

  Business Response

  Date: 07/27/2023

  We are in receipt of this guests claim, and apologize for the frustration they are experiencing. It states on page 2 of our invoices - "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." The guest brought their vehicle to Honda before coming to us first, and allowing us the opportunity to inspect the vehicle. Furthermore, the guest has exceeded the refund period of 30 days. Therefore the investigation has been closed, denied, and no further action will be taken. 

  Customer Answer

  Date: 07/27/2023

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

  The company has not acknowledged or explained why they failed in their duty to properly diagnosis the initial issue with the AC system before proceeding with a costly “repair.” They resolved the symptom instead of properly investigating the cause in the first place. Given the original statement of “if it works pay full price, if it doesn’t work we’ll only charge you $40,” why would I believe that they would be able to correctly identify what they failed to find upon the initial repair? Based on that statement, returning to Valvoline would potentially require paying additional fees while Honda had just recently advertised a second warranty extension for the AC compressor in June 2023, which I received in the mail after I serviced my vehicle with Valvoline. Based off the information available, I had sufficient reason to believe Valvoline was not capable of properly diagnosing and making the repair at no additional cost to me. I could not run the risk of Valvoline adding more refrigerant, which is just a band-aid, to have the issue reoccur shortly thereafter while the summer heat is reaching excruciating temperatures. Honda advised me to bring the car directly to them first so they could administer a freon dye test while the refrigerant level was low.

  Valvoline is ignoring the larger issue here by pointing to fine print on the invoice while failing to acknowledge and take responsibility for the fact they are in breach of regulations required as a New York State Motor Vehicle Repair Shop. For them to argue that it is past the 30 days is irrelevant due to their breach of duty regarding all the previously stated regulations.

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

  Business Response

  Date: 07/27/2023

  After a review of this guest's records, we see that the store manager for the service center contacted this guest and spoke with them directly about the decision that was made and the reasoning behind this decision. This guest verified with our service center manager during the conversation that when they left our facility the vehicle was blowing cold air and there were no indications that there were any concerns with the air conditioner at that time. Our air conditioning service checks your vehicle's level and replenishes it to the correct level. When our team performs this service our machine checks for leaks, since this vehicles air conditioner was working when the guest left our facility there was no indication that the vehicles air conditioner had a leak. 
  
  When this guest realized the vehicle was no longer blowing cold air the guest determined they would visit the Honda dealership in lieu of contacting our team as indicated on page two of all guest's invoices. 
  
  Because of this, along with the length of time that has passed our team determined this claim was denied and closed. 
  
  No further action will be taken. 

• Initial Complaint

  Date:07/25/2023

  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 have been a customer of Valvoline for many years. Always had great service until now. On Tuesday July 18th 2023 I took my vehicle to this location to have my vehicle fluids and tire pressure checked. I was about to leave for a long drive for work and wanted everything to be safe. The technician told me I was a quart low on oil. I purchased the quart and they added it for me. I left for my trip that same afternoon. I was heading back home on Friday July 21st 2023. My check engine light came on. I made it home safely with seemingly no issue. Next morning Saturday July 22nd I started my car and it could barely idle. This is not an old vehicle (2018). It was running extremely rough.
  
  Got the car into a mechanic. First thing the mechanic checked was under the hood as the car has started to smoke. There was oil everywhere. Turns out there was no oil cap on top of the engine. Which caused major pressure issues and misfiring codes. Mechanic is still running diagnostics to see what all was damaged from driving the car over 500 miles with no oil cap.
  
  The last person to touch my car or open my hood was the tech at Vavoline. Oil caps don't just disappear.
  
  I contacted Vavoline service and they told me the cameras show the tech putting the cap back on so they will not be covering any damages. But where did the cap go? Did it not get tightened enough and fell off? Did they add too much oil and the pressure popped it off? I don’t know how it happened but I am now over $200 in the hole for a new oil cap and diagnostic and most likely hundreds if not thousands more in the hole and the last person to touch my oil cap was a tech at Vavoline.
  
  Vavoline just lost a lifetime customer along with anyone else who will listen to my story.

  Business Response

  Date: 07/25/2023

  We are in receipt of this guests complaints, and apologize for the frustration the guest experienced. Our records indicate that our management team denied this guests claim after reviewing the footage and verifying that our team did reinstall the cap at the end of the guests service with us. Because of this the claim was denied, we stand behind this decision. No further action will be taken and this matter is considered closed. 

  Customer Answer

  Date: 07/25/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The debate is not in the footage. It is that a Valvoline tech was the last person to touch my engine before the issue happened. I am not a mechanic but any research I have done tells me that if the cap is properly re-installed it is not possible for it to blow off the engine. I understand the footage shows the tech putting it back. But what the footage cannot show is if it was properly installed. My vehicle ran great before I took it to Valvoline and now it does not. This response and lack of taking care of a long time customer is unacceptable. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 07/25/2023

  We are in receipt of this guests claim and again apologize for the frustration they're experiencing. DVR Footage does show the oil cap being secured. We stand by Store Management and their decision to deny this claim. The claim has been closed, and no further action will be taken. 

• Initial Complaint

  Date:07/21/2023

  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.

  I took my car for a simple oil change the next day my car was hesitating during take off and my a/C was blowing hot air. location Valvoline Charlotte NC Montford drive. I later attempted to contact the service location I was unable to reach them. I had to take my vehicle to autozone to find out what the issue was, the computer read engine coils, spark plus were missing and my A/C shredded valve was damaged. I had to take my car to a mechanic costing me over 350.00 to fix these repairs. When I reached out to corporate they advise they would provide me with footage of what was done, they advises the only way to provide footage was to go into the store, which leads me to my next question in which they denied my claim for hearsay due to footage was never reviewed. BEWARE these are franchises and this one is run like a full on scam to make you spend additional money on costly repairs.

  Business Response

  Date: 07/21/2023

  We are in receipt of this guest claim and apologize for the frustration felt by the guest. There was no negligence on our part, we do not touch the AC system while completing an oil change. Neither do we remove spark plugs at all for any reason. The guest informed us she was missing some spark plugs, if that was the case she would not be able to drive the vehicle to our service center. The guest is scheduled to come review the DVR footage so we can prove to her nothing was completed incorrectly. This claim has been denied and remains closed, no further action will be taken.  

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my 2015 BMW to Valvoline for a simple oil change on June 2, 2023. The next morning I was that my car was leaking oil. I took my car to the nearest Valvoline to be checked and correct the problem no car still leaked oil. I phone Valvoline about the issue and took the car back to Valvoline again and they assured me the car is good and the oil will not leak. My car still leaked oil. I took it back for the fourth time and Justin the manager at Valvoline check my car out and said all is well. I notice the car still leaked oil so I called Valvoline and asked for a refund. A week or two later I go to drive my car for ice cream and I never made it past the mail box; my engine seized. I called Valvoline regarding the issue and they refused to pay the damages. I’m out of a vehicle and Valvoline continues to stay in business. I just want my car operating the way it was prior to coming to Valvoline. Please help.
  
  The Valvoline is located on 40430 California Oaks rd. Murrieta, Ca 92562

  Business Response

  Date: 07/19/2023

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

  Customer Answer

  Date: 07/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have a profile with the name ******** ***********. I’ve provided proof that my vehicle has a service history with this location. I ask that they check their computer system carefully. Please check service history name for ******** *********** on a 2015 BMW 528i
  
  
  
  Sincerely,
  
  
  
  ******** ***** * *****

  Business Response

  Date: 07/21/2023

  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. A claim and profile are not the same thing, a claim must be started with our Customer Care team. 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: 07/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I ******** *********** have a claim with Valvoline customer care. The claim number is and has been written on the documents I submitted as proof. The claim number is ********* so pls stop avoiding the investigation by acting as if you can not see a claim for ******** ************ I’ve spoken several times with Valvoline customer care and they’ve confirmed several times that my claim number is accurate and a claim is active. 
  
  
  
  Sincerely,
  
  
  
  ******** ***********