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:06/27/2023

  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.

  Went in for an oil change and they broke off the screw cap for the oil pan. Waited 2hrs in the car with no feedback to then have them tell me if was my problem. Even though in their system it shows I only go there. Not a good experience.
  
  After writing this review I was told to give my information to their customer service team. They patched me in with the manager ******* who continues to talk down and speak to me very unprofessionally. I HIGHLY suggest staying away from this place as they try and fix the problem by telling me there is nothing they can do and I am to blame.
  
  UNPROFESSIONAL disrespectful- waste of time!

  Business Response

  Date: 06/27/2023

  We are in receipt to this BBB complaint. Our records indicate this guest has reached out to the Customer Care team through multiple avenues. We do see where this guest spoke to the store manager about the concerns they're experiencing on 06/27 and then later chatted in requesting to speak with someone about the denial.
  
  During the conversation our store manager explained to the guest that no further action will be taken, we stand behind this decision.
  
  At the time of this response this case is considered closed.
  
  If you have additional information or questions about this investigation and the decision that was made by our team please don’t hesitate to reach out to our Customer Care team at 800-327-8242 and we’ll be happy to review it with you.

  Customer Answer

  Date: 06/27/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the business has done nothing to fix the situation. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 06/27/2023

  Our records indicate this guest has reached out to the Customer Care team through multiple avenues. We do see where this guest spoke to the store manager about the concerns they're experiencing on 06/27 and then later chatted in requesting to speak with someone about the denial.
  
  During the conversation our store manager explained to the guest that no further action will be taken, we stand behind this decision.
  
  This claim has been denied, closed, and no further action will be taken. 

  Customer Answer

  Date: 06/28/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the business will not take any responsibility. Poor communication, treated poorly and no accountability with their errors. 
  
  
  
  Sincerely,
  
  
  ******* *******

• Initial Complaint

  Date:06/27/2023

  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 deeply disappointed by the service I received at the Valvoline located at 663 Merrimon Avenue, Asheville, NC 28804, on June 23, 2023. During my visit, I requested an oil change and a tire rotation, which are commonly performed together. However, after the oil change was completed, the technician informed me that they couldn't remove my lug nuts because their tool was supposedly not "effective enough."
  
  To resolve the issue, I suggested to the technician that I had a lug nut wrench in my trunk along with my spare tire kit, which I believed would work if their tool couldn't. Surprisingly, the technician refused to use my wrench, leaving me puzzled and frustrated.
  
  Upon returning home, I decided to test my lug nut wrench and discovered that I could easily remove the lug nuts with little resistance. This realization confirmed that the technician had lied to me, resulting in the inconvenience of having to find another location for a tire rotation and pay additional fees. Moreover, scheduling an appointment at another facility is much less convenient than being able to walk in or show up as needed.
  
  It is disheartening to note that this is the second time I have experienced such a situation at this particular Valvoline location. I previously lodged a complaint regarding the exact same issue several months ago, yet it appears that the Valvoline technicians at this location continue to refuse to perform tire rotations.
  
  I expect better customer service and honesty from Valvoline. This recurring problem not only inconveniences customers like myself but also damages the reputation of the company. I hope that appropriate action will be taken to rectify this issue and ensure that other customers are not subjected to similar treatment in the future. I expect contact from leadership and a full refund for the dishonesty, unfulfilled services and inconvenience.

  Business Response

  Date: 06/27/2023

  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:06/27/2023

  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 Dec 20, 2022 Valvoline was supposed to change rear differential oil in my 2017 Ram 1500. They removed the old oil, but neglected to replace the oil, which caused complete failure of the rear end. They have admitted fault, but refuse to pay the repair cost of $5019.34. They said they would give me the cost of a used part, which is approximately $1600. As of this time they have not paid anything.

  Business Response

  Date: 06/27/2023

  We are in receipt of the guests claim, and apologize for the frustration. Currently as of May we stopped hearing from the guest, we ask that the guest reach back out to our Customer Care Team at ************* 
  
  We would also like to remind the guest because of the threat of legal action - If the guest has decided to pursue legal action against us, our team can no longer communicate with the guest. All communication can be sent in writing by your legal team to "V*** ***** **** *** ********* ** *** ********* **** ********** ** ****** 

  Customer Answer

  Date: 06/27/2023

   
  
  Complaint* ********
  
  
  
  I am rejecting this response because:
  Valvoline was supposed to send me copies of the estimates they received and justification for the payment they came up with, but they didn’t send anything to me.  I have been waiting for over a month.  They always say they are waiting on my response, but never respond back like they say they will.  Now they are saying it is because I threatened legal action.  I said I would take legal action if they did not send me all the document I asked for.   They have drug this out for months now. I want the money they owe me, not more delays.
  
  Sincerely,
  
  
  ***** ****

  Business Response

  Date: 06/27/2023

  We ask that the guest please reach out to our Customer Care team to discuss this issue further. Please contact us at ************* Claims are handled at store level and not within the BBB. We are closing the BBB and again ask that the guest speak with us directly. 

• Initial Complaint

  Date:06/23/2023

  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.

  The said business has not resolved my issue that I placed through customer service

  Business Response

  Date: 06/26/2023

  Guests concerns are not addressed through the BBB complaint system, they are addressed through Customer Care in correlation with the service center the guest visits. If this guest has still not heard back from the management team as they previously requested when they contacted Customer Care on 06/14/2023 we ask that the guest calls ************ or visits ************************* to let our team know. The complaint through the BBB portal is considered closed by our team, and no further action will be taken. 

  Customer Answer

  Date: 06/26/2023

  I have not heard from customer service at all and consider this mater still open. 

  Business Response

  Date: 06/27/2023

  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: 06/27/2023

  Please have customer service contact me at *** ******* *--- I have reached out several times to get an update on my claim. The BBB allows internal and external complaints to be handled by the appropriate departments. 

• Initial Complaint

  Date:06/23/2023

  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 my name is **** my husband name ****** ,owner of ***** **** ******
  We live in las vegas nv. I'm writing this to Valvoline to say we have been getting are cars service with this company for the years we've been in Las Vegas. valvoline location 4305 W CRAIG RD NORTH LAS VEGAS 89032 this location is only 10 min away from our home.The customer service their is ok over the past year i have seen many faces but everyone is so kind and nice with so much spirit who make us feel welcome. On MAY-13-2023 my car ran great the whole day no problem but during my last ride home my car completely did something it never had done before it completely made a loud noise then the oil light came on, and then smoke started so we pulled over to see what the problem was. We check the cooling TO MAKE SURE THAT WAS GOOD WHICH IT WAS,THEN TRIED TO JUST GET IT BACK TO THE HOUSE BUT IT DID NOT START BACK UP just made clicking noise so left it there on side of the expressway the next day we went back, before getting it towed we wanted to see if it would start, it started up and drove it a few mails before it started smoking then it began to overheat, so i had to pull over and get it towed to ***** **** **** * ******* ** *** *** ***** *** ***** ***** ***********  sals auto in he have been doing all my cars work for the last 2 years any problem he have fixed it when sals received my car he told me horrible new regarding my jeep wrangler he said that there was no oil at all in the car and that the cooling was burned out. I couldn't believe it because I just received an oil change. We own 5 cars. We barely drove the JEEP WRANGLER that month because we were doing upgrades which cost us 5k in parts and labor. My husband keeps all are cars maintenance and checks up every month. and we have all of our documents for every car that we own from oil change ect. PSA We seen multiple reviews on your site stated this is a common problem here in las vegas which is unacceptable for us. We have reached out to the store managers but haven't gotten far at all going on a month.

  Business Response

  Date: 06/26/2023

  We are in receipt of this guest's claim. The guest drove the vehicle 2000 miles after the oil change and had issue with overheating not related to the oil change. The denial of this claim has be relayed to the guest multiple times by upper management as well as our Customer Care team. The claim has been denied, closed and no further action will be taken. 

  Customer Answer

  Date: 06/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I HAVE DOCUMENT PROVING NOTHING WAS WRONG  WITH MY CAR  PREVIOUS TO THE OIL CHANGE I AM ALSO A LOYAL CUSTOMER WITH VALVOLINE SINCE 2019 AND KEEP MAINTENANCE/CHECK UP ON EVER VEHICLE I OWN. I OWN 4 VEHICLE WHICH I ALSO TAKE TO GET SERVICE AT VALVOLINE  EVERY MOUNTH.
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:06/19/2023

  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 vehicle to Valvoline RJ 206 90 Madison Rd., Cincinnati Ohio and they forgot to fill my motor back with oil as a result of that I got 30 feet away from their business and my motor just that I pushed my vehicle back to the shop and that’s when the attendant started to fill my car back with motor oriole which was already too late then I filed a complaint against them they denied my claimAnd said that there was nothing else that they could do I reached out to whoever the area manager was he never ever did return my call I’ll ask them for a denial letter letter they never did give me one I’d been calling him on this issue for quite some time just wondering what is my next step and what can I do to get what I am old out of this business which they blew up my motor

  Business Response

  Date: 06/19/2023

  We are in receipt of this guest's claim. We had the guest complete a diagnostic and told the guest that we would need proof that what damaged the vehicle was our fault. The diagnostic did not confirm this. The Store Manager was the person who completed the guests oil change, the vehicle was low on oil prior to the change and filled with oil before being towed to a mechanic, the oil change was completed properly. This guest has been informed of the denial multiple times, each time he has threatened the staff at the location. This complaint is handled at Store Level, it has been denied, closed, and no further action will be taken. 

  Customer Answer

  Date: 06/22/2023

  I have not been able to work because of this I am very disappointed with this company something has to be done about this please I really need help my car is not working properly due to me getting a simple oil change at the place 

  Business Response

  Date: 06/22/2023

   This guest has been informed of the denial multiple times, based on the findings that were previously explained. Each time they have threatened the staff at the location.  No further action will be taken and this claim will remain closed. 

• Initial Complaint

  Date:06/16/2023

  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.

  My vehicle was damage for now following the protocols on the oil change, the engine needs to be replaced, the manager at the range are handled it very poor I need to take it above the manager, They are not give me more than one option to repair my vehicle

  Business Response

  Date: 06/19/2023

  We are in receipt of this guest's open investigation. We have offered to replace the guest's engine with one that has 5,000 less miles than the one currently damaged, we also offered a warranty lasting 6,000 miles or 6 months. The guest has declined the offer. If the guest would like to speak further about this situation, our Customer Care team is available at ************. We are considering this claim closed, and no further action will be taken. 

• Initial Complaint

  Date:06/14/2023

  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.

  Took my Nissan Sentra 2017 to Valvoline instant oil change in Sanford Florida the manager *********. The amount I paid was $310 dollars. I went there for an oil change. They suggested I have a transmission fluid replacement which I told them yes, why not. five days later, the car starts to act up, not driving, pulling not shifting gears And then going forwards on all gears even reverse. I spoke to the manager and told him what the problem was. He told me to bring the car in which I had to use the tow truck because the car wouldn’t go. The manager told me they would bring the car to their transmission mechanic four days later, I called him, asking for an update, and he said that they’re not liable for the damage that the car has in the transmission, I asked for the report of this, and he told me there is no report. This is my only source of transportation and now I don’t have that and now who knows how much I’m gonna have to pay to replace this transmission, when it’s their fault, they should replace it or repair it.

  Business Response

  Date: 06/14/2023

  We are in receipt of this guests BBB complaint. Our records indicate this guests claim was investigated and denied. The decision to deny the claim was based on the fact that the issue the guest experienced was preexisting and not related to services received at our facility. The denial is due to the fact that the maintenance was not performed on time. We stand behind this decision. The guests claim is denied and no further action will be taken. 

• Initial Complaint

  Date:06/12/2023

  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 4, 2023, I went to Valvoline for an oil change at a Virginia location. The oil was changed, and I paid for the service. I got the receipt with a schedule of service for recommendation to change the Transmission fluid. I asked the technician if they can change the transmission Fluid and he responded yes. I replied go ahead and change it. After it was changed I paid for the service and I drove away. On June 5, 2023 the next day I drove to work, on my way home from work approximately 5 minutes after the car started bucking and stalling and it shifted into low gear. I turned back while driving in low gear and went to the closest mechanic shop to see why the car was not driving properly. The mechanic examined the oil dipstick. He said that the car has too much transmission fluid. He recommended taking it back to the person that last worked on it because that the transmission is damaged. I called my wife to go to the Valvoline place of business to inform the manager and or supervisor about my car transmission issue. The supervisor on duty who was one that was assisting with the services the prior day. The supervisor contacted his manager.
  FACTS: My car was driving properly before the oil change, there was no issue with my car before.
  FACTS: The manager ******* spoke with the Mechanic over the phone in my presence and described to him the condition of the car.
  FACTS: The manager said he will send a Tow Truck to pick the car up to examine what is going on with the car because he never heard of this before.
  FACTS. The manager ******* lied because when I researched online Valvoline, they have a history of damaging customers' cars and do not take responsibility.
  FACTS: On June 5, 2023 the next day the manager ******* has a Valvoline employee flush out the transmission fluid. It gets worse, because the car would not go into first gear anymore.
  FACTS: Valvoline damaged my car transmission and refused from taking responsibility for fixing my car transmission.

  Business Response

  Date: 06/12/2023

  We are in receipt of this guest's claim. The claim in question is currently still being worked, and is in pending status as we are waiting for the towing receipt from the guest. Because this claim is still in progress, we will not be addressing claim details here but within the claim itself. The guest needs to reach out to our Customer Care team at ************ for any further questions and/or concerns. We are closing this BBB, and no further action will be made. Again, please reach out to our Customer Care team. 

  Customer Answer

  Date: 06/12/2023

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

  FACTS: The manager ******* already made his decision, by stating that they will not pay for the repair of my car transmission.;

  
  FACTS:  My car transmission was damaged due to Valvoline employee negligence;
  
  FACTS:  My car was working perfectly before I took it to Valvoline for oil change, and transmission fluid change.  I refused to let this go; 
  
  In addition, based on my research Valvoline has a history of damaging customers' cars and does not take responsibility.
  
  
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 06/13/2023

  As previously stated, this claim is still pending. A reimbursement has been set up for the guest for their out of pocket expenses. If the guest has any questions about their claim, they will need to contact Customer Care at *************

  Customer Answer

  Date: 06/14/2023

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

  I do not accept the response made by the business to resolve this complaint
  I  will not accept until my car issue has been resolved; however, I will file the claim as the business suggested.
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:06/12/2023

  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 purchased a Mazda CX9 in October 2022 with no problems besides a recall on the passenger airbag. I took it to Valvoline Instant oil change for the first time to get an oil change on 2/14/2023. The CSR ****** who was assisting me during the oil change had told me they noted an engine leak but could not say where it was coming from and paid 77.88 for MaxLife Oil Change. On 4/18/23 my oil light came on. I took the car back into the same Valvoline location and they told me that there was a severe engine oil leak. I told her at my last visit they were unable to tell where it was coming from however she said they noted it on the digital receipt. They did added a full 5 gallons and sent me on my way. Since the second visit I have added oil multiple times to avoid any damage to vehicle. On 6/5/23 I left my job for lunch and 2 blocks away my engine seized I pulled over to a side street and had it towed. I had a mechanic look at my vehicle on 6/9/23, tried starting the vehicle but would not turn over, he looked at the oil and said the oil plug wasn’t in correctly. I went to Valvoline 6/9/23 and on 6/10 the managers came to my house to look. ***** the many called and said they didn’t trust the mechanic. I am currently without a vehicle and the damage to the engine due to the oil plug not being placed back correctly my engine is seized and will cost thousands of dollars to fix their mistake. I am also still responsible for making monthly payments and insurance
  Payments as this vehicle is financed

  Business Response

  Date: 06/12/2023

  We are sorry for the frustration felt by the guest. With that said, we do NOT have a claim in our system with this 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: 06/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do have a claim number provided by chat support. 

  Claim Number: *********
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 06/14/2023

  We appreciate that this guest shared the claim number with us. 
  
  Our records indicate our response to this guest advising they did not have a claim in our system was sent on 06/12/2023. 
  
  We see that this guests claim was initiated the following day 06/13/2023 when you emailed our social media team in response to your review of the service experience. 
  
  We reviewed the notes and see that our store management team advised that the issues you are experiencing are not related to services received at our facility and are instead related to a previous notated oil leak. 
  
  While we do see a request has been made by you to speak to the Area Manager about this, often the Area manager aligns in the decision that is made by the store management team. At this time, the claim decision has not changed. Unless the claim is reopened by the Area Manager it is considered closed. 

  Customer Answer

  Date: 06/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have spoken to ***** *he store manager on 6/14and he advised me to get a second look at the vehicle that shows diagnostics which I did and sent it to the customer number. The invoice from when the vehicle shows the engine was damaged due to oil loss. ***** advised me to contact him with any further questions however I have not heard from him. Attached is the vehicle report that was sent to *****’s cell phone on 6/14 as he told me to do and customer service. 
  
  
  
  Sincerely,
  
  
  
  ****** ******