Complaints

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

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  Valvoline Instant Oil Change

  100 Valvoline Way Lexington, KY 40509-2714

  
• 

  Valvoline Instant Oil Change

  3721 Charlestown Road New Albany, IN 47150

  
• 

  Valvoline Instant Oil Change

  2514 Allison Ln Jeffersonville, IN 47130-5948

  
• 

  Valvoline Instant Oil Change

  6110 Shepherdsville Rd Louisville, KY 40228-1024

  
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  Valvoline Instant Oil Change

  3608 Bardstown Rd Louisville, KY 40218

  

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

• Initial Complaint

  Date:07/18/2023

  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.

  Took my 2011 rav4 Toyota to valvoline for an oil change and they have repeatedly told me it needed a transmission flush. I finally agreed and let them do the flush. Less than 3000 miles later my car breaks down and upon researching I see it’s related to the transmission. I called the valvoline and they sent out two people to my car and one added transmission fluid because it was a pint low. This did not fix the car and now the car is at a transmission shop. I tried filling a claim with valvoline but they are not cooperating or doing what they say they will do.

  Business Response

  Date: 07/18/2023

  We are in receipt of this guests claim and apologize for the frustration surrounding the claims process. Our records indicate that this guests claim is still under investigation and we apologize if the guest has not received updates. All claims outcomes are determined by the Management team, at this time we cannot provide a resolution to the guest as requested. We would like to advise this guest that we are sharing the BBB complaint and requesting that the management team update the guest on the status of the claim as soon as possible. 

  Customer Answer

  Date: 07/18/2023

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

  This has been ongoing for over 2 weeks now and we were told it would be 2 business days. The Valvoline location does not return calls or do as they say they will do. I have spoken with the tech manager there and still hasn't called the transmission shop like he said he would. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 07/18/2023

  We are in receipt of the guests claim, and again apologize for the frustrations. The guests claim is currently still under investigation, we have reached out several times today 7/18. Claims are handled at Store Level, at this time we cannot provide a resolution to the guest as requested. We truly appreciate the patience the guest has continued to give us. 

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went there about a week ago to get an oil change I thought everything was fine but now my car is running through gas super quickly I am pretty sure they did not give me a new oil filter. I want either a refund or a free visit to get a new oil filter i paid 68 bucks for my car to be chugging through gas now I have a Hyundai elantra its not supposed to be chugging through gas every mile I go it runs through 2

  Business Response

  Date: 07/17/2023

  We are in receipt of this guest's complaints, our records indicate this is the first time the guest brought this to our attention, should the guest wish to open an investigation and request a refund we are happy to do so through the proper channels. We ask that the guest contacts Customer Care as outlined on page 2 of the guest's invoice at ************* No further action can be taken until this is done. This complaint is considered closed. 

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4/11/23 I had oil changed in my black 2017 Toyota Prius at the Valvoline located at 3710 Gattis School Road, Round Rock, TX. I was in Bay 3 for more than an hour and a half.
  
  4/14 my oil pressure was low. I went to Valvoline and the tech informed me they used the wrong size oil drain plug at the last visit. Tech informed me they sent an employee to a parts store to get correct drain plug. I left Valvoline approx. 5pm.
  
  6/29 Prius said it was time for an oil change. I took to Jiffy Lube. The JL tech informed me they don't service universal (butterfly) drain plugs and sent me a picture.
  
  6/29 6pm I left JL, went to Valvoline and explained the situation to *****, store manager. ***** said I have to call Customer Care to open a case.
  
  6/29 6:07pm I opened a case. Customer care rep called *****. He identified the service date, told me he would review the service video and call me back.
  
  7/11 1:10pm I called customer care and the rep called in *****. He claimed he watched the video and they never touched the drain plug. I asked him why on 4/14 they told me they used the wrong plug. He said he would watch the video from my 2nd visit and call back. I requested to see the video, ***** said he couldn’t share the video “for liability reasons.”
  
  7/12 1:22pm I called customer care and the rep attempted to call *****. She said ***** was off work 7/12 and would leave a message for him when he returned 7/13.
  
  7/14 3:54pm I called the customer care and the rep attempted to call *****. She said ***** was off and would leave a note for ***** and the area manager.
  
  7/14 4:08pm Customer care called me and informed me that ***** was on the call. He claims he watched all videos after 4/11 and never saw the Prius.
  
  I request $1,000 to replace oil drain pan. If more damage is caused due to the unnecessary delays I will request further damages.
  
  I request independent review of videos. ***** and his location are at fault and the only course of action is to ask ***** if he is at fault.

  Business Response

  Date: 07/17/2023

  We are in receipt of this guest's complaint regarding the denial of the guest's claim. Our records indicate this guests oil was changed using the oil extraction method, which means our team did not access this guest's drain plug during the oil change service with us. Because of this, our management team has aligned in the decision to deny the guests claim as the issues the guest experienced are not directly related to services received at our facility. We apologize for any frustration the guest might feel because of this. No further action will be taken, the claim is denied and closed.

  Customer Answer

  Date: 07/17/2023

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

  Valvoline’s response does not address my concerns.

   

  1) On 4/14, at my return visit, the Valvoline tech told me they used the wrong size plug. The business response conflicts with their service technician.

  2) I requested an independent review of the service video. The location manager (the party at fault) is the only one who has reviewed the video. Valvoline will not show me the video or offer a 3rd party review.

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

  Business Response

  Date: 07/17/2023

  We are in receipt of this guests claim. Per our records, the guest had his oil changed using the extraction method, therefore our team did not need to touch the drain plug in question. We apologize for any frustration the guest is feeling, however Upper Management has made it clear the issue the guest is having could not be associated with service at our facility.  This claim has been closed, denied, and no further action will be taken. 

  Customer Answer

  Date: 07/19/2023

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

  The business is not addressing my concerns. The business’s response gives me no indication that the business even read my complaint.

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

• Initial Complaint

  Date:07/14/2023

  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 June 23rd, 2023, I took my 2018 Ford Focus to Valvoline on Pearman Dairy Road in Anderson, SC. Prior to this visit, my car was running fine (no oil light, no check engine light). At the service, the guy convinced me to get an upgrade in the oil that I usually get and to get the filter changed. After oil change guy came to my window to show me how clear the oil was. At no time did I look to see where the level of the oil was because I did not have my glasses on.When I was still at Valvoline after the oil had been changed the oil light came on. I asked about this and the guy said that after I drive it, it would go off. The light never did go off, in fact on the very next day the System Engine Default message came on. I called Valvoline on June 24th explained what happed and they advised to take the car to O'Reilly's to be put on the scan. The guy at O'Reilly's asked me had I just had the oil changed and I told him yes, he said they put the wrong oil in the car and advised I park the car until I take it to a mechanic. On June 26th as I was attempting to drive the car to my mechanic, the car stalled and would not crank. I had to get a tow service to tow the car to the mechanic. My mechanic said Valvoline put too much oil in the car, which caused the timing belt to malfunction. I made a claim with Valvoline on June 26th and was told that the Area Manager would contact me for his investigation within two days. The area manager called on July 13th and denied the claim because on video the guy showed me the dipstick. The cost to repair the car is between $7000-$8000. My husband has had to miss work so I could drive his car, my daughter has had to miss college classes because I did not have a vehicle to tak her, I had to incur a tow cost, as well as rent a car due to the negligence of Valvoline.

  Business Response

  Date: 07/14/2023

  Our records indicate the guest had a claim that was investigated by our management team. Management reviewed video footage of the service and confirmed that the correct oil/amount was put into the vehicle, the oil change was confirmed to have been performed correctly.  We are sorry to hear you were disappointed in the outcome. This has been closed out and no further action will be taken based on the investigation and decision from our upper management team. 

• Initial Complaint

  Date:07/14/2023

  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.

  Hey this is *******
  
  I went to Valvoline on 700 Merritt drive in Greensboro, North Carolina for an oil change. A guy named *********** contributed to my oil change and when he put my hood back on he did not do it right at all and then he just shrugged his shoulders and told us we can go like nothings wrong with it. And the next day on June 23rd my hood just flew up and hit my windshield and damaged my windshield and the roof of my vehicle and the hood obviously. It’s been 3 weeks since I haven’t had my car. Insurance decided they would pay for it but yet they haven’t paid in weeks so what exactly is going on? And also I don’t have thousands in my pocket like that to just pay upfront for a rental because that’s a lot of money man. I shouldn’t have to be suffering for the actions of Valvoline. My car has been in the shop just sitting for literal weeks. And I need whatever insurance you guys run through to please pay so I can get it back. I’ve missed numerous appointments and events because of this. The claim number is ********** All I want is for Valvoline or their insurance or whatever to take responsibility like they said they would and pay for the damages to my car so I can get back on the road.

  Business Response

  Date: 07/14/2023

  Our records indicate the guest has a current open claim. We apologize that the guest has not received a call back. We ask that the guest give our Customer Care Claims team a call, so that we can further assist them. Customer Care can be reached at *************

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went in on 5/11/23 paid 120.81 for an oil change and tire rotation. The next day 5am I'm driving to work on the highway and heard this loud noise. I was thinking it was on of my tires, so I pull over, and the tires looked fine. Then I looked under the car and saw that my skid plate was hanging down holding on to only two bolts. I called customer service told them what happened. She reach out to the manager to give me a call back. Manager ****** called back on a recorded line with customer service. He apologized for what happened and even said he remembered me. ****** said he would reach out to dealer and get a new skid plate ordered right away. Almost 2 Weeks went by, I called back to check on the order just to be told that the old manager is gone. The new manager didn't know about the situation but said the he would get one ordered right away and would give me a call back. Another week went by, I called customer service again to check, but this time she said no one answered but she sent a email for manager to call back. Still no call back, the only person I could talk was customer. This went on every day until I got tired of her telling me the manager was going to call me back. Still no call back.

  Vavoline instant oil change
  2200 1st Capitol Dr
  Saint Charles MO, 63301
  ************

  Business Response

  Date: 07/10/2023

  We are in receipt of this guest's claim and apologize for the frustration caused by this experience. The last interaction we have on this claim was 6/15, the store did not reach back out after that date. We sincerely apologize and ask the guest to contact our Customer Care team at ************ to finish out this claim. As for the BBB we will close this out, and resolve the matter on the guests Customer Care Claim. 

• Initial Complaint

  Date:07/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Valvolive overfilled my car with oil causing the engine to blow up.I have a written agreement to be provided with a rental car while my engine is replaced.i picked up the car from the mechanic on Friday at closing and drove it five miles.It is leaking power steering fluid and has warning lights displayed saying stop engine no oil.its the weekend and the mechanic is closed.Valvoline will not approve another rental car to get me to work.they have breeched the written agreement to provide transportation but also told me not to drive the car.i am stranded and they will not contact me.my car repair isn't finished apparently and I need to get to work.

  Business Response

  Date: 07/10/2023

  We are in receipt of this guest's claim and are sorry for the guest's frustration. However, this issue is now out of our hands, we paid a mechanic to do the job, it is now the mechanics responsibility to help the guest out with a rental vehicle until they get the engine working properly.  We have done everything we can for the guest, and have let them know that we are no longer responsible multiple times now, with the guest becoming irate on each phone call made on 7/8. We are no longer responsible, this claim is closed, denied, and no further action will be taken. 
  
  

  Business Response

  Date: 07/10/2023

  We are in receipt of this guest's claim. The work for the vehicle in question was complete, according to the mechanic. This now means any issue that may arise is now handled by the mechanic. We are no longer responsible, and have made this clear multiple times. This case is denied, closed. and no further action will be taken. 

  Customer Answer

  Date: 07/11/2023

  
  ********** 20292562
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  ******* ******

   My car is still at the mechanic.. Valvoline has breached the agreement of two months ago to provide transportation untill the work is finished.B***** ****** the area manager sent me a text the same day he paid for the car for me not to drive it.

   They also failed to provide a warranty.my car didn't leave the lot before they decided it wasn't finished.

   Valvoline has left me with out transportation for five days straight now after wrecking my engine and failing to live up to their written agreement.they have never once returned a call. This is unthinkable for a person out of town with no transportation after a simple oil change on Shaff road. Thanks for that.

• Initial Complaint

  Date:07/07/2023

  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 had my van’s oil changed a few weeks ago. It did not leak oil until after this oil change. Very slight leak. I went back this morning to have leak checked. They said they put on a new plug last time and now it drips. They tried “torquing “ it more this morning but now it drips much more. I was told to take to mechanic as they can not do anything. Mechanic told me oil pan is damaged and needs replacing. $600! No leak before valvoline oil change. Very unhappy and disappointed ************ Vehicle Information: 2001 Toyota Sienna XLE
  ZIP Code: 92124
  Claim with Valvoline number is ********* 

  Business Response

  Date: 07/07/2023

  Our records indicate the guest spoke to a member of our Customer Care team and opened an investigation yesterday (7/6) . This was escalated to management for review and the guest was advised that they would reach out. Our time frame to be contacted is 2-3 business days. If the guest does not receive a call within that time frame or has other questions, our Customer Care team is available to help at *************
  
  

  Customer Answer

  Date: 07/09/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this could lead to a 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:07/04/2023

  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.

  Went to get an oil change on my new car. I have a 2019 Volkswagen Jetta from Carmax only 26k miles. Got an oil change and went home. When we got home we noticed my car was leaking oil. I checked under the car and the plastic cover the bottom was cracked and oil is spilling out. We went back and they said that the oil plug was broken. They replaced the oil plug THEY broke, but my car is still leaking oil and the underside of my car is still cracked and dripping oil. I got my oil changed on June 12th and they replaced the oil plug they broke the same day. My car is still leaking oil and they refuse to help or admit they did anything wrong.

  Business Response

  Date: 07/05/2023

  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: 07/07/2023

   
  
  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:06/29/2023

  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 the College Place WA location to have my pile changed on 6/28/28. They changed my oil and I paid for my visit. However, during they asked if I wanted my cabin air filter checked. They could not find the filter and in the process opened my door, laid in my front seat and grabbed my light colored head liner of my vehicle with their dirty hands and left black fingerprints. While happened I said…. Are you sure your hands are clean I don’t want fingerprints on my roof. The technician laughed at me and said yes and keep his hands on my headliner. Another technician was witness to this and was watching. He then proceeded to tell me he can’t find the air filter and I need to take to a dealer so I said okay no problem. He removed his hand and left marks on my car. I was in a hurry and had to go to an appointment. After the appointment I returned and asked for a manager to explain the situation. I was told one is not available but this guy is standing in change. He was there earlier that day and I told him I remember seeing you. He confirmed he remembered my car and I told him what happened. He took pictures of the damage to my car with his phone and told me he would speak with the store manager and call me in 30 minutes and they would fix my car as it’s on camera the staff member grabbing the headliner while he was laying in my car . I have never received a phone call and my car is still damaged. Ethan, who said he would call me and the damage would be fixed. Took down my name, number, and invoice number from the service appointment.

  Business Response

  Date: 06/29/2023

  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.