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

  
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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: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.

  Timeline of events:
  -Went to Valvoline on 6/8 at noon for an oil change; oil change was performed & when I was asked to start my car back up it rev'd funny and the RPMs went from 0 to 8 to 1. I questioned it and was told it was normal
  -As I drove home it did not sound normal
  -I called Valvoline back at 5:51 to explain the problems I was having and they mentioned closing but I could bring it in for a check
  -I returned to Valvoline at 5:56pm where they said it wasn't caused by them and they checked filter, cap was secure and advised me it was a transmission issue that was just a coincidence
  
  On 6/9 we brought the car to Firestone for them to look into the problem of the car not seeming to drive correctly, with it Revving funny and the fan always running. They advised, per the attached document, that the radiator cap & overflow cap were switched and that the coolant was low in the radiator. We were advised to take it to dealer for further evaluation
  On 6/10 we brought the car to Nissan where it was purchased from and they immediately said it sounded as if the fan clutch was staying engaged. After checking the car further, the fan clutch has seized and needs to be replaced. Per the attached document, the cost of this will be $844.68
  
  When I drove in for my oil change on 6/8 the car had no problems. As the daily driver, I do pay attention to what is going on with the car, how it sounds, mileage/gas, etc. It did not sound as it did when I pulled in to have the oil change and my concerns were disregarded as I didn't know what I was talking about when leaving.
  
  Research will show that when the radiator cap doesn't have a proper seal it can cause engine damage because you no longer have the pressurized cooling system.
  
  The supporting documentation is attached beginning wtih my Valvoline invoice.

  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 investigation to be completed. 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.

• 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 3 I went to Valvoline at 1109 state route 28 Milford Oh 45150. This would be the first oil change in my 2023 Ford Bronco Sport . I only had 3222 miles on the car. I paid for the oil change and was told they would have me back on the road short. Ten mins later the manager came up to me and told me I have to have my car towed because they could not get the filter off and it was just spinning and would not hold oil. The manager **** was very rude and said that they did not do it. While I was waiting for the tow truck no one spoke or offered to assist me. After getting my car to the dealership I was told they would see what happened. I was back at the dealership Monday June 5 to get a rental car since this was my only vehicle I was shown the filter and the bolt and was told that Valvoline did in fact strip the bolt to do the mechanic not knowing how to take it off. I then called Valvoline again and explained what Ford told me. I talked to ***** and he said it wasn't their fault because they could not get the filter off I was told this will not be covered under warranty due to an outside party did the damage. I am now out for a tow of $133.44 plus rental car and pay for labor and parts. It has been 7 days now and they are still trying to fix my car due to they are having issues trying to find the bolt if they cannot they will have to tear down my engine. I should not be out this money due to Valvoline damaging my car. I now have to hire an attorney to get my car paid for to fix

  Business Response

  Date: 06/12/2023

  We are in receipt of this guest's claim. We're sorry for the frustration caused by the visit with our service station. Upon investigation we did an oil EVAC, and when it was time to change the oil filter, we did NOT change the filter because we couldn't. The filter threads were stripped and the filter would not come off. We made the guest aware of the situation and let her know that who ever did the oil change before us is the person at fault for overtightening the currently installed filter. They had their vehicle towed to the dealership and it was confirmed after investigation it was a preexisting condition and NOT the fault of Valvoline. We are closing this claim as denied and no further action will be taken.  

  Customer Answer

  Date: 06/12/2023

  
  
  Complaint: ********
   
  
  I am rejecting this response because: This was a brand new car and never had an oil change.  Valvoline was the first one to touch my car. As for the filter Valvoline stripped the bolt.  Per Ford this was Valvolines fault and I have the bearing and the filter that show they did it because they did not know how to take it off.  Car was towed because after they stripped the bolt they could not get the filter to seal and they already drained my oil. This is not acceptable and I have the mechanic at Ford that can back up what Valvoline did 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 06/13/2023

  As previously stated, the filter threads were stripped and the filter would not come off at the time of the oil change.  We made the guest aware of the situation and let her know that who ever did the oil change before us is the person at fault for overtightening the currently installed filter. If the vehicle is new and was not previously serviced, Valvoline would still not be at fault for a filter issue present on arrival. Additionally, the dealership where the vehicle was towed confirmed after investigation it was a preexisting condition and NOT the fault of Valvoline. The guest was also refunded for the oil change as we were unable to complete it with the filter issue. No further action will be taken and this claim will remain closed.
  
  

• 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 took my car Dec 20th to Valvoline for an oil change. 2 days later when I went out there was oil leaking all over driveway. When I got the invoice out to call them I noticed a note on the invoice saying threads were starting to wear. However while in the shop they said everything was great they pressurized the system and no leaks never mentioned the drain plug threads. At this point I felt they were trying to cover up damage to my car. My step son who was a mechanic at Toyota of Tacoma and now at Penske was the only one to touch my car for oil changes prior to Valvoline but because he works so much I chose to take it to Valvoline because I couldn't wait for oil change. There.was no issue with my oil pan threads before they were fine. I saved money to take car to certified shop to check car and they told me and showed me the threads were so stripped there was no thread left. Filed claim with valvoline May 25th. Claim# ********* should have had response May 31st. Didn't hear from manager ******* I think I spoke to ***** however until June 5th. He said regional manager ******** would reach out who never did. Called main customer care # who stated claim was denied by regional manager. None of the information I told them was noted to my claim at all. They just denied it and Regional manager never called me. When I called the store to get name for regional manager ***** said he would get the information for.me then blind transferred me to customer care. They deny any responsibility for the damages and refuse to even talk with me. This further supports my belief they messed up my car and tried to cover their behinds. One by not telling me there was an issue but just putting it on paperwork and verbally telling me everything was great. Two by refusing to have regional manager call me at all to discuss the issue just refused claim.

  Business Response

  Date: 06/12/2023

  We are in receipt of this guest's claim, and apologize for the frustration during our claims process. We have already expressed the denial of this claim to the guest, we have only one visit from this guest on this VIN. The guest did not let us know about the issue and had the repair done on her own. On page two of our invoices it says - "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.". This claim has been closed, and denied. No further action will be taken. 

  Customer Answer

  Date: 06/13/2023

  Complaint: ********
  I am rejecting this response because: I already expressed that I felt Valvoline messed up my car and was trying to hide that fact by telling me there were no leaks everything was great. 2 days later I had oil streaming down my driveway and when I got the inv out to contact valvoline about the issue, I saw the invoice had a note saying threads are starting to wear. They told me there were no issues yet documentented an issue unbeknownst to me. This is shady practices all the way around. I absolutely was NOT going to take my car back to have a repair done who messed up my car and lied! They tried to hide it. Before Valvoline my car was taken to my step son who I trust who worked with Toyota of Tacoma and works now for Penske Trucking to do my oil changes there was NEVER an issue with my oil pan. I took it to Valvoline because I couldn't wait on my step son to have the time and suddenly a perfectly fine oil pan was stripped to the point of having no thread left. So stripped once the plug was pulled for the oil change there was no way to put it back bec NO THREAD LEFT. I had a car devoid of the ability to hold the oil drained at that point. I had to save money to take it to be diagnosed by an authorized shop to see WHY there was so much oil leaking.  I added oil about every 3 weeks to my car. The repair HAD to happen bec when I took it in for the oil change to be done and to have the shop diagnose the cause of the leak I had no other option than to pay the repairs bec the plug couldn't be put back in and the pan couldn't be re threaded. So it was a forced repair caused by the negligence of Valvoline. I didn't know the cause until I took it elsewhere for the oil change and diagnostic to see why it was leaking and I called valvoline to file a claim the very same day this was all discovered. 
  Sincerely,
  ******** ********

  Business Response

  Date: 06/14/2023

  We have already expressed the denial of this claim to the guest and stand behind the decision to deny the guests claim. This vehicle has only been to our service one time based on the invoice history pulled by the vehicles VIN. In addition to this, the guest did not let us know about the issue once they realized it occurred and authorized the repair before our team could complete an investigation.  Page two of our invoices states- "If repairs are required, you must contact Valvoline Instant Oil Change prior to any repairs taking place. We will not be responsible for repairs not authorized by our company.". This claim has been closed, and denied. No further action will be taken.

  Customer Answer

  Date: 06/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I understand you stand by the decision and I still reject the response. I shouldn't have to take my car for repairs to a company who messed up my car to repair it especially when they hid the mistake by not telling me they made it instead they TOLD me everything was working well and there were no problems yet they added notes on the I voice that the threads were starting to wear. They weren't starting to wear they were completely stripped. So much so when I went out 2 days AFTER the oil change was leaking oil down the driveway and required a quart of oil every 3 weeks. When taking it into a reputable repair shop to get it diagnosed when removing the drain plug could NO longer put it back because it was so stripped it was smooth inside with little thread at all. The person at the shop who spoke to me to tell me everything was good doesn't even work at the shop any longer. 
  
  
  
  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.

  Had oil changed at Vestal NY Valvoline Oil, they overfilled oil by three quarts according to ******** Nissan Service where I took the truck because it was running poorly, technician found the engine oil overfilled by three quarts and it was causing page and a half of error codes. I returned to Valvoline where they acknowledged the overfilling and removed almost three quarts of oil. Driving truck on the highway a day later trying to get to dealer and truck died on highway and I had to pay to have it towed. Preliminary tests indicate the engine has a blown crank shaft and turbo charger issues that will require a complete engine removal and rebuild.

  Business Response

  Date: 06/12/2023

  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.

• Initial Complaint

  Date:06/09/2023

  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.

  Valvoline while doing an oil change, drained the dual clutch DSG transmission and then moved to top off oil 6 quarts. After the tech confirmed all was good sent me out the door with a bone dry transmission and 12 quarts of oil. Driving to head up north made it from Hwy 10 taking the onramp north to hwy 66 where it damaged the car and immediately returned it in this condition. about a 5-7 minute round trip to the Valvoline store.
  
  This in mind, not knowing what was going on,I had thought they had overfilled my oil and had nothing to do with my transmission fluids. The Manager and two techs came up from underneath and said they drained the wrong one accidentally draining the DSG transmission. He called his manager and they said they would cover any damages and the rental of a car. They then called Auto Select and said the transmission was most likely damaged and would not help him. He said I have a tow truck coming and I will be in touch.. They never called, told me where the car was.Valvoline took it upon themselves to authorize repairs on the car without my consent or any authorizations called the Stevens Point Auto Center told them specifically not to do any work or touch the car to receive a call June 2nd saying it was repaired. Their idea of a repair was Valvoline going over paying cash to have the transmission filled back up. That was not acceptable.
  They claimed
  I recorded the entire conversation from the point I showed back up to when I left
  No authorization to do any work at another auto Center.
  I called my attorney and he said Progressive and Valvoline should be handling this problem
  Created a Progressive claim to some guy trying to say I don't want Progressive to create a claim because I will be added to my claim list or whatever.
  I still owe $15,000 on this car and warranty until 2026 5-star Volkswagen

  Business Response

  Date: 06/19/2023

  We are in receipt of this guests claim. Since this guest has been in active communication with legal council our team cannot discuss the claim details with the guest. Further communication should be sent by this guests legal team in writing to the ********* ***** **** ** *** ********* **** ********** ** ****** 

  Customer Answer

  Date: 06/22/2023

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

  Complaint: ********
  
  I am rejecting this response because: This whole matter was poorly
  managed from the moment they tried to cover up the issues at the actual
  shop, towing my car to a non-agreed mechanic, authorizing work that was
  not even confirmed nor authorized by me the owner of the car, to find
  they did a transmission DSG Reset removing any and all error codes from
  the car. So when having my approved mechanic run diagnostics on the
  transmission did not return any codes because they were removed and then
  paid in actual cash as form of payment. This has removed any remainder
  of my Volkswagen warranty both motor and transmission because of
  Valvoline negligence. Lastly I never once sought legal on this matter,
  but seems this will be my next step. I also have the actual recording of
  the shop trying to cover up any issues on recording and the manager
  stating a motor and transmission will be covered by Valvoline.
  
  
  Sincerely,
  
  
  **** ****
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 06/22/2023

  We are in receipt of this guests claim. Since this guest has been in active communication with legal council our team cannot discuss the claim details with the guest. Further communication should be sent by this guests legal team in writing to the ********* ***** **** ** *** ********* **** ********** ** ******

  Customer Answer

  Date: 06/22/2023

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

  This is a good example of what Valvoline has been doing. I have spoke directly with **** a mediator for Valvoline yesterday 06/21/2023 and denied my proposition of a warranty provided coverage. Keep in mind this has voided out my 5-star warranty direct from Volkswagen which was good through March 2026. When driving the car now smells of burning transmission and on the downshift slips. In D mode which is the normal mode of the car, when you place into a gear has a 20-30 second delay before moving and in S mode shifts horribly and slips both up and down. This is a DSG transmission which also manually shifts but have not tried driving in this shifting mode yet.

  With the recording of the manager stating several times this will be covered and replaced along with the motor should in fact be covering both motor and transmission. At this time Legal Team has responded and authorized the diagnostics to be redone and is scheduled for mid next week drop off and Thursday running the car through the diagnostics and shifting. Keep in mind to do a full diagnostic the transmission should be literally taken apart and using a micrometer.Seeing how its burning of transmission smell and slipping gears shifting horrible the solution is to replace the transmission as promised.
  

  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:06/08/2023

  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.

  Valvoline has provided inadequate and improper services on now 2 occasions and I will not continue to support Valvoline when damage and issues can be caused to my vehicle due to Valvoline's negligence. Speaking to customer service agents, I am informed that I will hear from management to solve these issues but continue to receive nothing. After reaching out to inform Valvoline of these consistent issues I am told that 10 off my next oil change should solve the problem. Services have been ignored including air tire pressure and headlight checks, which is part of the service to maintain the vehicle properly. Speaking to Benjamin on chat was not enjoyable as constant passive aggressive attempts to solve this matter where made but nothing of substantial effort were made. I would like this formally addressed via email as it should be due to the lack of Valvoline providing appropriate services as advertised.

  Business Response

  Date: 06/05/2023

  I’ll need information regarding this customer’s visit to one of our franchise locations, as we are located in Mooresville and Statesville NC, and this customer’s information lists them as a resident of Kentucky. I’ve been unable to locate any service records under the customer name.

  Customer Answer

  Date: 06/06/2023

   
  
  I am rejecting this response because:
  
  This complaint needs to be transferred to Valvolines corporate office for the concerns regarding this recent visit

  Business Response

  Date: 06/08/2023

  We are in receipt of this guest's claim, and apologize that the guest's complaints were not addressed properly. We will forward this message along to Upper Management and ask that the guest be contacted by phone ASAP. If the guest would like to reach out sooner, please feel free to contact our Customer Care team at ************ at their earliest convenience. We would be happy to address these concerns. As for this claim, we are considering it closed, and no further action will be made here, but with our Customer Care team. 

• Initial Complaint

  Date:06/06/2023

  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 to have my oil changed. Days after , I was driving and my car started jerking and I began to hear a loud knocking noise. I called Valvoline and someone came to my house and decided that the people who did my oil change was fired and took responsibility for my car damagies. After a few months my car did the same thing. Jerking and knocking noise. I contacted ****** ********** and they had someone to pick up my vehicle. I received a call from them stating that the engine was broken and it would cost me 7,200 to fix. I just don't think I should be held responsible for something they did. Thanks kindly

  Business Response

  Date: 06/06/2023

  We are in receipt of this guest's claim, we are sorry to learn that the vehicle has had another issue. As we reviewed the claim information - the initial issue in February we took care of and ****** **** repaired. The guest was able to drive the vehicle for several months following. Now the same issue has happened again, that makes this an issue with the last person who did work on the vehicle - ****** ***** That is where this issue lies and we will not be accepting responsibility for work that we did not do. The guest needs to reach out to ****** ***** We consider this claim denied, closed, and no further action will be taken.  

• Initial Complaint

  Date:06/01/2023

  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.

  5/30/23 1:36 pm Purchased oil change & tire rotation. Pulled in attendant (fat) at terminal inside bay, asked for mileage I said no, they sell my information to Car Fax. He said he needed it, I said no again. After the oil change a car tech (petit) asked for me to turn on the car. He looked at the dash said he was looking for the oil light. He wasn't, he took down the mileage. When I left they gave me the receipt with the exact mileage on it.5/30/23 2:22 pm I called Customer service spoke to ****** and stated the above. She said they didn't need the mileage information. Call ended abruptly. 5/30/23 2:32 pm Called back spoke to ****** she said she would request my information be deleted from Car Fax within 3 days. Created a case ********** She would also have a rep call me to discuss within 24 hours. ***** followed-up with an email stating that the information would be deleted but not time frames.
  5/31/23 9:17 am received voicemail from rep. 5/31/23 10: 25 am Called into call center connected to *****. He joined in ***** regional manager. ***** and ***** were not prepared. ***** asked if I wanted the service tech to lie? About what? Can't believe I'm the first customer not furnish an odometer reading. This call was a waste of time.
  
  Where is the Opt out for reporting? Valvoline car techs lie and deceive customers, steal their information without consent and sell the information to vehicle data companies, such as car fax.
  
  I want to know how many entities and their names they have sent my personal & vehicle information to? I want my mileage deleted from Valvoline's records, copy request sent to car fax, car fax report showing the deletions.
  
  The termination of the car tech entering my mileage.
  
  Who owns the Suffern, NY location?
  
  Date of service 5/30/23 1:36 pm Valvoline Instant Oil Change GE6610-Suffern
  Manager ****** *.57 Route 59Suffern, NY 10901845-357-8843Invoice # ******

  Business Response

  Date: 06/05/2023

  Valvoline follows laws and regulations related to Privacy and Data Protection.  As indicated in our Privacy Notice, Valvoline has a mutual feed with CarFax.  We provide VIN number and vehicle service history performed by Valvoline to CarFax and in return CarFax helps us recommend services and products by providing information about your vehicle’s service history not performed by Valvoline.  More information about Valvoline’s Privacy Practices are located in our Privacy Notice located at ************************************

  Customer Answer

  Date: 06/08/2023

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

   

  They did not address my complaints.  They sent a bot generated message.  Unacceptable.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:05/29/2023

  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 have made several attempts to resolve the issue I had with Valvoline. On January 30th, I had my oil changed at Valvoline. I drove home after the oil change and put the car in the garage. The next morning I pulled out of the garage, I noticed six pools of oil on the garage floor. When I got out of the driveway, I saw ten oil spots on the cement. This oil dropped from under the front of the car when I drove home from the oil change. I opened the hood and was shocked to see the front of the under carriage soaked with oil. I mean puddles of oil, not drops. Also, some of the parts around the radiator were wet with oil. I immediately headed to Valvoline. I showed the supervisor on duty the mess that the techs made. He said, "Sometimes when they pull the oil house out they spill a couple drips from the oil hose on the engine." This doesn't look like a couple drops. It looks like the tech intentionally sprayed the inside of the engine compartment with oil. I told the tech to check the oil filter to make sure it was on right, and tight. The supervisor took the water hose and sprayed the under carriage. This did absolutely nothing. The water was laying on top of the oil. They should have wiped everything down with rags. When I got home I cleaned up as much as I could with rags. Now I have to get someone to power wash the oil spots on the driveway and garage floor.
  
  I also noticed a vibration in the engine compartment. The steering wheel and the dashboard vibrated. I was curious about the oil level in the oil pan. I checked it and it was 1/4 inch above the full line. I checked the manual for the car and it says to never over fill the oil because it will damage the engine. The only way to get the proper oil level way to go to another station and drain the oil. I got another oil and filter change. I paid for two oil and filter changes and will have to get the driveway powerwashed. Also the oil spots on the garage floor will have to be cleaned.

  Business Response

  Date: 05/30/2023

  We are in receipt of this guests claim and apologize for the mess and frustration this has caused. We were able to pull the information from the guest's claim and it does show that we tried to reach out to the guest on 2/09/23 with no luck, and no call back from the guest. We were trying to let him know we would be taking care of the situation, and the cleaning of the driveway/garage. If the guest could please call our Customer Care team at ************* and give case number ********** We would be happy to speak with the guest further regarding this claim. Thank you, we are considering this a closed matter and no further action will be taken. 

  Customer Answer

  Date: 06/02/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because nothing was resolved. I don't think the manager had all the right facts.  He wasn't there that day but proceeds to tell me what happened.  I'm asking for reimbursement for the two oil changes and to be compensated for the inconvenience and aggravation this has caused me.

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

  Business Response

  Date: 06/05/2023

  We are in receipt of this guests claim. Upper management has concluded that the customer's complaint is contrary to his original claim. The guest initially stated the car was leaking oil but then claimed it was overfilled. This claim was closed in February because the guest stopped contacting us and we never heard back. We guarantee our oil changes for 3000 miles and that time has lapsed. Upper management stated we tried reaching out to this guest multiple times but the customer never answered. This claim has been denied by Upper Management, as they do have the final say. We are closing this claim and no further action will be made. 

• Initial Complaint

  Date:05/25/2023

  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.

  On May 1,2023 I came in for a an oil change. After driving away, I smelt oil. I check the engine and some oil has spewed out all over the engine. I check the dip stick and it was not clicked in. This has possibly fouled my spark plugs as well. The technicians seemed unprofessional as one of them was playing around with my air box like it was his car. Another technician pulled on my turn signals excessively to see if the lights work.Now the turn signal is looser.Usually they have me the customer do that. The two technicians had a little disagreement, and that’s when I think the technician got distracted and forgot to click in the oil dipstick. Not only do I need a refund but possibly new spark plugs. Not okay.

  Business Response

  Date: 05/25/2023

  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 800-327-8242. 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: 05/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  The employees know what they did. I do no have to call anybody for someone ELSE’S negligence. You have my VIN and my name. I have heart problems and it’s not easy for me to communicate with people. With that said if that’s how the business is going to respond, it’s a shame, wish they hired better people that know what they are  doing instead of being jealous of a white boy with a mustang. 
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 05/26/2023

  Per our records, we have nothing in our system associated with this guest. In order for us to properly investigate and advocate for the guest, we require the guest to reach out to our Customer Care team. This can be done by calling our Customer Care team at 800-327-8242, that way an official claim can be made for the guest. As stated previously, 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: 05/28/2023

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

  I would rather email so I have everything in writing and your team told me it is fine to email. 
  I sure do have your charge in my system. You also don’t get to decide to close this complaint. Clearly incompetent and unprofessional. Lying is not the way to do business. Own up to your mistakes. 
  
  
  
  Sincerely,
  
  
  
  ***** ********