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:05/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I came to valvoline for an oil change, and they put the complete wrong oil in my car and my car started smoking so bad. They ruined my engine. My car has been sitting parked outside this place for two days because they RUINED MY ENGINE.

  Business Response

  Date: 05/22/2023

  Our records indicate the guest had a claim with us and a refund was provided for the service. If the guest has further concerns or new information regarding their claim, they should reach out to our Customer Care team at 800-327-8242, for further assistance.

  Customer Answer

  Date: 05/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: my car is unable to drive! It is still smoking! They issued a refund, but my car is still parked on the side of the store because it is messed up because of valvoline ! I need mechanics repair done and valvoline needs to pay for the damage they caused to my vehicle and now I am unable to drive it 
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 05/22/2023

  Per our records, the guest had a claim with us and a refund was provided for the service. The vehicle arrived to our location with the Check Engine light already lit, and it was notated that the guest did opt OUT of the recommended oil for the vehicle. If the guest has further questions regarding these complaints the guest needs to speak with our Customer Care team directly by reaching via phone call at 800-327-8242. 

  Customer Answer

  Date: 05/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I told the worker at Valvoline immediately, that this is my first time going for an oil change. I have don’t know anything about what oil to use, please use what’s best for my car! The workers pulled up the video footage of my car sitting in line for 45 minutes before my car was serviced, my car was NOT SMOKING AT ALL, soon as I drove off my car is smoking white smoke and a Hazard to drive! Immediately when I was driving out the bay. The workers told me to park and apologized to me over and over again for messing up and putting the wrong oil in my car. They told me they got overwhelmed with how busy it was.

  SO YES, I told the employee I don’t know ANYTHING about cars, please put what’s recommended for my vehicle! ITS ON CAMERA 

  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:05/19/2023

  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 am seeking responsibility and reimbursement for a costly repair because valvoline broke a lug nut in my front wheel. after speaking with one of the employees they told me it would cost $60 to fix. I took the vehicle to Mavis Tires and Brakes and the bill quickly ascended to $679!!! I spoke with the manager trying to get some reimbursement however i was told it wasn't their fault. I simply went for a tire rotation and ended up with a large repair bill. I want Valvoline to take responsibility and compensate me for the repairs.

  Business Response

  Date: 05/19/2023

  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. 

• Initial Complaint

  Date:05/16/2023

  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.

  I went the valvoline oil change in urbana ohio 43078 at the beginning of April to get transmission fluid changed and one of the guys driving around scratched my truck I seen it happen and immediately let him know and he just wanted to argue about it l. They said they would review the cameras (never did) and get back to me they have said they did cause the damage but, refuse to pay for the damages caused by their employee.

  Business Response

  Date: 05/16/2023

  We are sorry for the guest's experience, however we do not have a claim listed under the name given. Before we can properly investigate this issue, we would need to start a claim. We ask that the guest give our Customer Care team a call at 800-327-8242 to begin the process. As for this issue, we are considering it closed. Again, please reach out to our Customer Care team to begin the claims process. 

• Initial Complaint

  Date:05/16/2023

  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.

  I went to my nearest Valvoline location in Fort Worth, TX in April for a routine full synthetic oil change. After being serviced, my hybrid car was having trouble accelerating and tried to use electric mode to compensate. After a night at home, there was a large dark shiny area on my garage floor. I took my car to a different Valvoline location that confirmed my oil filter was loose and lost oil.

  Business Response

  Date: 05/16/2023

  We are in receipt of this guest's claim, and apologize for the frustration caused by the claims process. Currently the guest's claim is pending, and we are waiting for upper management to reach out. The guest is welcome to contact us directly in the meantime by calling our Customer Care team at 800-327-8242 and Claim number *********. We appreciate the guests patience while we work to resolve the issue. 

  Customer Answer

  Date: 05/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because a claim has been submitted and past the response period the company provided. Contacted company by phone morning of May 16 and was unable to provide assistance. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 05/16/2023

  We are in receipt of this guests claim, and again apologize for the inconvenience. Our records show that we are sending someone out to clean the driveway on Monday. It is recommended that the guest call our Customer Care team so further instruction can be relayed. Please contact Customer Care at 800-327-8242, claim number *********.

  Customer Answer

  Date: 05/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because Valvoline came to my residence on May 22nd at 3pm and attempted, but was unable to remove the oil stain. There also has not been a resolution on when my car will be inspected by the manufacturer to check for internal damage as a result of this negligence. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 03/25/2023 I went to a Valvoline location, located at 5102 W Mercury Blvd, Hampton Va. 23605. I went in to have a service done that was recommended to me during my last visit. I had a Multi Vehicle Antifreeze/ Coolant change done. On my way home the vehicle started overheating and I had to stop several times to allow the car to cool before driving again. I was unable to return to the location because I had to go to work. I was not sure why the vehicle was overheating on a consistent basis, so I took the car in to be looked at by a mechanic. The mechanic advised me that my thermostat had gone out and that the reason was I had NO antifreeze in the radiator. He explained when the service was performed the technician failed to add the correct amount of fluid into my car causing damage to the thermostat. He said I had fluid in the reservoir but none in the motor. Per the mechanic the absence of fluid caused the heat from the motor to burn out the thermostat because it was not able to function properly. I had to pay $34.22 for a new thermostat and 200.00 in labor to have it replaced, and 60.00 for 3 gallons of fluid that was never put back into my vehicle. I was refunded $136.83 for the cost of the service and was told that the refund for the service was enough to cover the cost of the part I bought. I called customer service at Valvoline and was asked to submit my documentation for the cost of the repair. My case number in their system is CSO355198. I was told That I would be contacted by "Ron" whose last name I could not have. I called back after a month of not hearing anything as was told that "Ron" decided that the damage to the thermostat was not caused by the error of the technician. Please find attached my receipt for the service, my estimate and receipt for the mechanic, the check they sent me and the cost for the part. Also, my correspondence with customer Care.

  Business Response

  Date: 05/16/2023

  We are in receipt of the guest's claim. We never like to let our customers down but after a complete investigation made by our upper management team it was found the thermostat damage was not due to our service. Upper management does have the final say in the matter. This claim has been denied, closed, and no further action will be taken. 

• Initial Complaint

  Date:05/02/2023

  Type:Customer Service 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.

  At the start of our family vacation, we stopped at Valvoline in Grove city. Got our oil changed and proceeded to drive to our 1st destination. 70 more miles away, non stop to great wolf lodge in Mason Ohio. Once we check out the next morning notice oil under our car. A FRANCHISE manager from Valvoline came to the "scene" verified there was NO oil cap and NO oil on the dip stick. Since, he's a franchise and I went to a CORPORATE store he could only assist with starting a claim. Service manager,Tiffany at grovecity, reassured me this issue would be taken care of and not at my cost. She had to wait for the "area" manager to come to the store. After being STRANDED for 6hours with 2 SMALL children, I was placed on hold for 15mins. For him to rudely say he wasn't going to help fix this at all and HUNG up on me. Since then I emailed and sent proof (pictures, receipts, and a statement from the FRANCHISE manager) showing I was not at fault. I was ONLY asking for the refund of the original service (which left me with only 2q of oil) and the price of the next cap and oil. I didn't not include the 3hr tow bill, the inconvenience of canceling the remaining vacation and being without a car for 11days, the extra expenses being stranded, the cost of the rest of the trip that i will not be able to get refunded for , and the mechanic bill for the service after. Once I spoke with "customer service " they could ONLY say the AREA manager has the last say! " I had FACTS ;photos, statement from the franchise manager that came to the "scene" and the service manager from the corporate store. So, 2 out of 3 people stated this was not my issue and assured me i wouldn't pay for anything...yet, the 1 guy that was RUDE and hung up on me has the final say?! Which they will do NOTHING! I am now out of over $700 for their careless Ness!

  Business Response

  Date: 05/03/2023

  We are in receipt of this guests complaint, and understand that this guest does not accept the outcome of the claims decision. All claims are investigated by our management team, and the final decision is made based on the findings of each investigation. Our records indicate that our management team reviewed the footage from this guests visit and verified the transmission was not touched and the services performed by our team were done correctly during this guest's visit. Because of this information, they denied this guests claim. This denial was relayed to the guest on 04/11 by our Area Manager who is the highest point of contact in the claims process. No further action will be taken, the claim is closed. 

  Customer Answer

  Date: 05/03/2023

  *** *** ** *** *** *** *** *** ********* *** ********* ********* *** **** ***** **** *********** 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: my TRANSMISSION is not ar question. My transmission is perfect! My only issue is I had NO oil cap and NO oil left on the dipstick. This has nothing to do with the transmission! My exact point of just saying they are not going to do anything without actually reviewing the actual problem!!! No where in my complaint did I even mention my TRANSMISSION. 
  
  
  
  Regards,
  
  
   Leanna Cole

  Business Response

  Date: 05/10/2023

  We are in receipt of this guest's claim and apologize for the frustration caused by the original outcome. We have been in contact with the Area Manager and he has approved a refund for the guest. Please call our Customer Care team at ************ to begin the refund process. 

  Customer Answer

  Date: 05/11/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  ****** ****

  Business Response

  Date: 07/24/2023

  Thank you for reaching out to us, we apologize for any frustration this experience might have caused. Our records indicate that this guest notified our team that the complaint was addressed and noted as resolved in May of 2023. If this BBB complaint was re-opened in error please disregard this message. If this guest is experiencing continued concerns related to the complaint we ask that the guest contact our Customer Care team at ************ so we can investigate the guests concerns further. 

  Customer Answer

  Date: 07/24/2023

   
  
  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:03/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This issue happened on 4/21/2022
  At branch address **** ****** ********** ******** **** ********* ** *****.
  2019 Chevy Express 3500.
  As a small business owner I always used Valvoline to charge oils for my commercial fleet of small box trucks.
  On a date above one of my drivers stopped there to do an engine oil change as well as rear differential fluid replacement.
  Upon completing the service technician told the driver that “ Drain plug on rear differential cross threaded, (he) replaced both fill and drain plug” same thing technician wrote on invoice.
  Three days later oil leaked out differential and it burned. We towed truck to a dealership where they confirmed that leakage happened because of a bad drain plug.
  It cost us $5330 and almost two months of time to replace differential. This is not including towing, hotel and airplane tickets for a driver and loss of income.
  While all this was happening I was trying to resolve it with shop manager *****, however, he refused to take responsibility and claimed that it is not their fault.
  I would like to be reimbursed for my repairs.

  Business Response

  Date: 10/10/2024

  Thank you for contacting Valvoline via BBB. We apologize for your experience and have documented your visit and shared with our management team. 

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 16 March I took my vehicle to Valvoline located at 651 N US 183, Leander, TX 78641 to have my oil changed.
  
  The mechanic working on my car was horse playing with the person underneath my car while servicing my vehicle.
  
  After the mechanic finished working under my hood finished the work, my car would not start; the reason it would not start, is the mechanic tightened the oil filter to my engine wire harness (see attached pictures) and severed wires that would not allow my vehicle to start.
  
  The on sight manager had my car towed to ****** and told me valvoline would cover the cost for tow and to fix my vehicle.
  
  This negligent mistake caused by Valvoline has created a huge inconvenience leaving me without a vehicle for 5 days. Additionally, no one from Valvoline followed up; to include the store manager or regional manager since the incident occurred.
  
  ****** was able provide a work around to get the vehicle running, however could not warranty or guarantee its work because it was an adhoc fix for diagnostic purposes.
  
  I am looking for Valvoline to cover the cost of fixing my vehicle correctly, provide me with a similar size rental vehicle during the duration of my repair, and an appropriate apology for the inconvenience caused by their negligence.
  
  Respectfully, *** *****

  Business Response

  Date: 03/21/2023

  We are in receipt of this guests complaints and desired settlement request. Before we move to address the guests concerns we want to advise this guest that all claims decisions are made by the store management team in alignment with the regional management team, this is the highest point of escalation in the claims process and they will not be escalated beyond this point as we stand behind the decisions they make.
  
  Our records indicate that this guest should be expecting a call from our management team soon regarding the claim, and the decision they made after speaking to the facility this guests vehicle was taken to.  We appreciate this guests patience during the claims process, and apologize for any frustration the guest may have felt during the process. 

• Initial Complaint

  Date:03/20/2023

  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 husband went to Valvoline at 10437 Kingston Pike, Knoxville Tn 37922 on February 24th for a standard oil change. Upon leaving, my husband got less than 7 miles down the road and his truck seized up. He then called Valvoline and filed a claim. He had his truck towed to the **** ********** in Knoxville TN.. On Monday Feb 27th, **** sent us a quote for repairs as well as photos showing the oil filter that was installed was damaged and that oil was several quarts low. We forwarded the tow bill, the estimate as well as the email from **** with the photos of the damaged oil filter to the claims department and cc’d the store manager, ******* ****** on that email requesting refunds for the services they rendered as well as reimbursement for the tow bill and also advised that we would need a rental vehicle since my husband uses his truck for work and cannot work while the vehicle is down. They initially advised they allow the store manager to be the one to make the decision to approve or deny a claim. I argue that they allowed someone with no mechanics knowledge/training or state license for diesel mechanics to make a mechanical decision?
  
  My husband and I went back and forth with their claims department for a few weeks and the store manager as well as their regional manager who’s first name was ***** advised they would like to go to **** to ‘speak’ further with the technicians. Valvoline advised all our calls to them were recorded so this is information that can be obtained. At no time did either manager advised they would be ‘working’ on the vehicle when they arrived at Ford. It wasn’t until the next day we found out- both managers removed the oil filter as well as they attempted to reinstall several others and attempted to start the vehicle. Again- myself nor my husband gave them permission to legally remove anything from the truck. They then advised they would be sending the oil filter off for testing since **** advised that diesel engines are regulated by oil pressure and if there is a faulty oil filter that restricts flow- it will in fact cause the motor to seize up. They not only removed the damaged filter, they installed another Valvoline oil filter. They flat out tampered with evidence, they removed the smoking gun and tried to put another one in its place. We were not provided with any information of where they sent it, we also have no way to legally know if the oil filter that was removed from our vehicle is in fact what they sent off for testing. We then advised on a recorded line that what they did was illegal, they basically removed evidence from a crime scene when they were not given permission to do so. We continued to reach out to Valvoline who said oh you have to speak with our ‘legal’ department. On March 9th, I spoke with a lady named Kristy **** who they claimed was with their legal department but I later found out she is a benefits specialist, I do believe, and she advised that they will not approve this claim until the flow test came back. I explained that my husband nor myself have any way to know what they sent off to be tested was in fact the oil filter that was installed on the vehicle. She proceeded to tell me they took photos of the filter as well as serial number and once the test was completed- regardless of findings, the filter along with the test report would be sent to my husband and myself. ******* also advised that she called the lab the morning of March 9th and asked where it was in the lineup and told me she was advised it was the very next item to be tested and that we should have the findings later that day.
  My husband has attempted to reach back out to ******* as well as the main number with Valvoline and ******* has not responded to our voicemails requesting an update on the test and now when we attempt to call them, it’s like they have blocked our phone numbers from making calls to them. It appears they received the flow test results back and didn’t like what the test showed so now they are avoiding us and not making any contact. The only reason to not contact us back when they have advised for weeks they were only waiting on that flow test- and now silence! Nothing, crickets! They haven't even offered to refund the payment for services they rendered, when technically they stole the filter that we owned. They haven't offered anything! And ******* is the rudest person, I even asked why she was being rude and she proceeded with 'we have told YOU PEOPLE'. Ironically, it's hard to not feel like that is racial fueled, because in fact my husband is a black male and he's the only one anyone in the organization has seen. They have no idea that I'm a white woman, so the 'YOU PEOPLE' really bothered me. Also, ******* proceeds to tell us to file this on our insurance and I said but that would be insurance fraud considering this didn't happen in a collision and it's not a comprehensive claim. I also advised how is it fair for us to pay out of pocket for a deductible and our rates raised if we were to do that- when this is their fault? I explained that her regional manager admitted to negligence on a recorded line where she said "oh then I'll just go back and listen to all of those". My husband told her we had the footage from the technician showing he never inspected it as well as photos of how poorly they keep their area, any of the parts could be damaged with how they store them.

  Business Response

  Date: 03/20/2023

  We are in receipt of this guests claim, however it was JUST sent to us without and time to investigate. We ask this guest to please allow us the time to respond to her initial complaint filed with Valvoline. Someone will reach out to her shortly. Our process is handled with our internal claim system first, then if your claim has not been handled to your liking is when you file a claim with BBB. We appreciate the guest's patience.

  Customer Answer

  Date: 03/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because we filed a claim on February 24, 2023. The last conversation I had was with ******* **** on March 9th who advised the test would be back within the next day or two. That was 2 weeks ago and now no one from your organization is returning phone calls, no one is updating us. No one has provided us with the test results on the oil filter that your management team stole off our vehicle without our authorization! This has went through many channels. Our claim # is ********** We have been treated very unfairly by all people involved in this. And ******* advised us on what should be a recorded line to file on our insurance which is commuting insurance fraud bc this didn’t happen in a collision and it definitely doesn’t fall under a comprehensive claim. My husband and I have made several attempts to settle this but if something isn’t done timely we will have no other option but to proceed with further action and we really don’t want to do to that extreme! I will allow some time to review on your end, but this has already been going on for almost a month so I’m not in agreement to taking much longer on this. 
  
  
  
  Sincerely,
  
  
  
  ******** ********

  Business Response

  Date: 03/21/2023

  We appreciate that this guest shared the claim number with us, and apologize that we were not able to locate the associated claim under the guests husbands name. Our records indicate that two levels of our store management, our legal team, and several customer care agents have advised this guests husband that they should consider the claim denied unless the filter test results prove otherwise.  Typically our test results come in within 3 weeks. We continued to press urgency for the guest to have these expedited. We do see that the test results for the filter did come in this morning (less than three weeks after the filter was collected for testing) and the claim remains denied based on these results. Our Legal team did reach out to the guest to confirm the test results back the denial of the claim. This is the final decision, and has been relayed to the guests husband. No further action will be taken by our team. The claim is closed and will remain so.

  Customer Answer

  Date: 03/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  We were advised we would be provided with the test results as well as the filter to be returned us. On March 9th we were told by ******* **** the lab advised the filter was next in line to be tested and should have the results back within the day or two. No one has contacted us to provide us with any results from the test. We have not been provided with the test results as we were advised we would be. We also advised that the management team did not have legal authorization to remove the filter when they did so. And still yet- not a single person has provided us with proof that the filter that was illegally removed was the filter that was sent off. ******* advised we would be provided the photos they took with the serial numbers of the filter as well as the lab test report to ensure that what was tested was in fact the correct filter. Not a single person has provided us with that information. You also stated in your response that the test results weren’t in yet. So how can you deny a claim based on the test results if you state you haven’t received the results back? It feels as though you all are attempting to hide evidence and cover things up! We want to report as well as the photos that were documented at time of send off as well as the filter returned to us. We paid for services rendered so legally that oil filter is our property.  When can we expect to have all of the evidence and results returned to us? 
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:03/20/2023

  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.

  In December my wife and I took our car into Valvoline 25 Columbia Point Dr, Richland, WA 99352 to get an oil change. We noticed since then when we accelerated the rpm's would fluctuate up and down and the transmission would jolt a little. Come March, the rpm's are really fluctuating and so we take it to 2520 W Court St, Pasco, WA 99301 where we bought our car and our warranty in December of 2021. They open the coolant reservoir and it's filled with oil. The mechanics sent me the pictures, which I will attach. I call Valvoline to and speak to Joseph from Walla Walla about this and he says there is no way they could have made this mistake. I call Valvoline to make a claim and get a call from the locations manager and he says the same thing. I call Valvoline again to try to escalate the matter to someone higher and supposedly an area manager will be calling me back. The car was working fine prior to the oil change. The mechanics at the shop have drained the reservoir, but the radiator is full of milkshake still. They are wanting to do 3 flushes and replace the radiator. They found no leaks and did a pressure test and found no leaks. They do not think it is a blown head gasket. I agree, we've been driving it for 3 months with the fluctuating rpm's. If it was a blown head gasket it would be broken down! I want restitution! Mistakes happen, but they've completely damaged my car; estimated $2000 in damage!
  
  Sincerely,
  
  ******* ******** 

  Business Response

  Date: 03/20/2023

  We are in receipt of this guests claim. The management team at each location is responsible for handling all guests claims and concerns. Management has rigorously investigated this issue, and have already reached out to the guest with the facts that we did not cause this issue. The guest must have further internal issues for this to happen, but again it was not caused by our team. Management has closed and denied this claim, no further action will be taken.

  Customer Answer

  Date: 03/20/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I am having the technician and mechanics take video and pictures today while they are replacing everything to document that there are no cracks in the system. 
  

  Rest assured, you will be seeing me in court. 
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 03/20/2023

  We understand you do not accept the outcome of the claim, however the final decision lies with the management team at the location. They have determined that the issues you are experiencing are not directly related to services received at our facilities. Should you choose to pursue litigation then our team cannot communicate further with you, and all communication should be directed to the Valvoline ***** **** ** *** ********* **** ********** ** ******