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

  
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  Valvoline Instant Oil Change

  3721 Charlestown Road New Albany, IN 47150

  
• 

  Valvoline Instant Oil Change

  2514 Allison Ln Jeffersonville, IN 47130-5948

  
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  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:02/27/2023

  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 took my car in for a basic oil change on 2/23/2023. I also ended up getting an additional transmission service. In total I paid 233.15. With the oil change was supposed to come a free tire rotation. I handed one gentleman the specialty lug Knut key for my tires , it was not broken nor had it ever been damaged. My car was lifted up to start the tire rotation process. They unscrewed a couple of the lug nuts then came and got me from the waiting room to tell me that my specialty lug nut key was now somehow broken . They claimed it was from “ wear and tear”. They attempted I supposed to put the lug nuts back on my car and then I left . I parked my car into the garage the next day as I was getting into my car one or two of the lug nuts in my tire were sitting on the garage floor. They cannot be tightened because I now have to go to my dealership and purchase a new lug nut key. I was never informed that the bolts on my tire were loose or anything . Now imagine if something would’ve happened where my tire came off or an accident occurred from that.

  Business Response

  Date: 02/27/2023

  We are in receipt of this guests claim, and are sorry to hear of their frustrations. However, we do not have a claim for the guests name as its listed "********* *********** In order for us to properly conduct an investigation we ask the guest to email us directly at ********************** include their VIN as well as reference this Claim Number - *********. Thank you, we will keep an eye out for the guests response. 

  Customer Answer

  Date: 03/02/2023

  My name is ******* **** . I don’t want my information published or made public. 
  

  my vehicle is a white Lexus ES 330. I took my car to the Valvoline  off of south Hamilton road in Columbus Ohio 43232. I just went to my Lexus dealer and replaced the lug nut speciality key and also found out that I had nuts missing out of my tire, and two of my specialty lug nuts were broken off from the visit at valvoline. I already provided a receipt of the transaction that has the date and address , and total of the location. 

  Business Response

  Date: 03/02/2023

  We are in receipt of this guests complaint, our records indicate this is the first time this concern has been brought to our attention.  We ask that this guest calls the Customer Care team at ************ as indicated on page 2 of their invoice to initiate the claims process. This guest can reference claim ********** when calling. 

• Initial Complaint

  Date:02/21/2023

  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 2/1/23 i received and oil change at 12;53pm. My wife drove my car for a few miles to go to work on 2/2/23. On 2/3/23 early AM my car completely had zero oil in it and the engine rod broke through the oil pan on the highway on way to work. The tow truck driver witnessed that the oil spilled for several miles on the highway and he saw that there was NO oil filter on the car. I had it towed to my auto technician and he specifically told me and the Valvoline Rep that went by his shop that this occurred because oil filter fell off. I've called the store and no resolution and occurred. The Valvoline Rep actually laughed at me on the phone and disrespected me. He also told me to go to ******* because they make cars that blow engines and have recalls. We did call ******* and this particular car/model NEVER had a recall for any engine issues.
  We did call Valvoline corporate over 10 days ago and they have not responded.
  Only 1 1/2 days passed from oil change to issue and less than 20 miles total driven after oil change.
  It is only logical that something occurred with poor handling of the oil filter and Valvoline refuses to discuss
  Invoice # ******

  Business Response

  Date: 02/21/2023

  Our records indicate that you had a claim with us that was thoroughly investigated by our upper management team. Management found that the engine did throw a rod, however no issues were found with the oil filter. Additionally, there were no issues with the vehicle related to the oil change. Due to these findings, management has denied the claim and it has been closed. No further action will be taken. 

  Customer Answer

  Date: 02/22/2023

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

  The oil filter was NOT on the car and had fallen off with 40 miles of driving away from Valvolines store.

  There was no Oil in the car which caused the engine to seize which a Auto Technician verified in front of your Valvoline representative.

   

  The *** Towing Technician that was first to review the car confirmed that for several miles on the highway there was a long trail of oil which we have on record. And he also a trained technician saw the oil filter was NOT on the car.

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

  Business Response

  Date: 02/22/2023

  Our records indicate that the management team investigated your claim, after this investigation was complete they determined that the issues you experienced were not related to the services you received at our facility. This is because the damage was due to a rod that blew through the engine. The management team has the final say on all claims and they have determined your claim is denied, and no further action will be taken regarding this claim. 

  Customer Answer

  Date: 02/23/2023

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

  Not sure of the education level of your upper level management team but when a CAR has NO OIL in it a rod blows. Please correct me if I’m wrong in that assumption?

  common sense auto mechanics.

  Please remember only 31 hours passed after oil change was completed till time of “rod” blowing.

  we’ll take this to the next level.

  we have the oil filter in “hand” found on side of highway 10 miles prior to completely  running out of oil all banged up from bouncing on the highway.

  It is known that there have been 1,000’s of complaints over similar issues.

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

• Initial Complaint

  Date:02/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into Valvoline (484 68th st SW Grand Rapids, MI 49548), Where i received an oil change. After my oil change one of the employees then slammed my hood shut. I realized that it was not closing then he picked it up and tried to slam it down again. Where then he sent me out the door, where I then got out of my car and realized my hood latch was broken. The plastic around the bolt was broken. And I had no issues with my hood prior to entry of there facility, I add coolant to my car once a week with no hood issues. The employee was very aware he broke my hood I went back and spoke to the store manager who was very rude he told me "it was normal wear and tear." Which makes no sense how the plastic being broken is normal wear and tear. This is something that is broken due to high impact. He told me I could make a complaint with Valvoline but that he would not accept it. I then sat outside of there facility for an hour with no way to get my car home with it being safe enough for me to drive. So I ended up calling the police to make a police report of the situation to have for my records. Where even the officer told me that it was unfair and not just of the company. The staff then laughing at me from inside of the facility while I cried wondering how I would get my car home. I did file a complaint hoping this company would do the right thing. But after speaking with the area manager I have come to the conclusion that they are trying to not pay for the damages they made to my vehicle. I did ask for the video footage so if needed to bring to court with me I could, where she did tell me I would be able to review with her but not have the footage for myself.

  Business Response

  Date: 02/21/2023

  We are in receipt of this guests complaint and reviewed the notes from the claim this guest initiated with the store. Our records indicate the Area Manager advised this guest on 02/20 that the latch is a wear and tear item. However, during this conversation, the Area Manager also did advise that she would be reviewing the footage from your visit on Thursday and follow up with you. Since the management team investigates and determines the outcome of all claims we consider this claim currently under investigation and no action can be taken until the Area Manager has communicated to our team their final decision regarding the outcome of the claim. If you have continued questions or concerns we request that you contact the Customer Care team at ************* and reference your claim ********** 

• Initial Complaint

  Date:02/16/2023

  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 last visited the Whitehall, PA location to have an oil change. I normally change my own oil so I have now reached my next oil change and cannot remove the filter because their location severely overtightened it. I tried calling the location and the rude manager told me he wouldn't do anything about it unless I buy another oil change. That doesn't help me since they're just going to overtighten it again to force me to keep bringing it back to them.
  
  I also tried contacting corporate, but they have been of no help either just offering me 50% off to go back there.
  
  #1 - I would NEVER trust them to do work on my car again.
  #2 - I'm not going to pay them a cent more when they refuse to make this right.
  
  All I want is for them to loosen the oil filter so I can change my own oil now and in the future. Quite a simple solution, but that obviously doesn't put any more money in their pockets so they're refusing to help me out.

  Business Response

  Date: 02/17/2023

  We are in receipt of this guest's claim. Firstly allow us to apologize for the frustration this has caused the guest. We have taken the time to explain to this guest, why we would not be able to only loosen the filter, this being a huge safety concern. We have protocol in place for a reason, and abide by these rules and regulations. We offered the guest 50% off of an oil change because we will only change the filter if we are also doing the oil change, the guest refused.  The guest's last oil change was on 03/15/2022, they receive a conventional oil change and it should've been changed at 3000 miles OR by the date listed which was 06/15/2022. We are considering this case closed, however, the guest is welcome to come in for an oil change. This claim is closed, denied and no further action will be taken.

  Customer Answer

  Date: 02/18/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  First off, it is not the filter, it is the DRAIN PLUG that was severely overtightened. They tell me that they use the "manufacturers book to torque it to", which is BS as the first oil change was at the dealer, and he tightened the drain plug "torque" and I got it off with NO problem when I started doing the oil changes myself as I always do on my own cars.  Also, I always change the oil at 3000 miles (not 3 months ----as I rarely drive the car and it is now six years old and I only have 26000 miles on the car) and it has taken to now to get to where I change the oil.  What good is it to come in to have a "filter" removed at 50% off?  I need THE DRAIN PLUG "LOOSENED" so I can get it off.   It is not closed and I asked for them to loosen it and they refused.  Can't take it back there because they will "SUPERTIGHTEN" it again to "their wacko" recommendations that is NOT Hyundai's.  

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

  Business Response

  Date: 02/22/2023

  We are in receipt of this guests complaint, since you often perform your own oil changes, you know that once you start to remove the drain plug, and even the oil filter it is possible for oil to start to leak out. This likely was the reasoning behind the management team advising that they'd have to perform a new oil change to address the concern you brought to them.  We expect our team to tighten the oil filter and drain plug to your manufacturer's specifications during each visit, and we apologize for any frustration caused by this experience.  This claim is closed, no further action will be taken. 

  Customer Answer

  Date: 02/24/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
    They did NOT tighten the oil drain plug to manufacturers specifications. the first oil change was done at ******* and the next oil change done by me I had NO PROBLEM getting the plug out. So you OVERTIGHTEN the plug and all I asked is that you "break it or loosen" by a tiny amount so I could get it off.  If I had the oil change done again at your place (either free or 50% off) YOU WOULD HAVE OVERTIGHTEN it AGAIN and I would be in the same boat.

   

  BTW----with a large amount of force and a helper I was FINALLY able to break the damn plug and get it off.  Never will I go to you again and you better get your "manufacturers specifications" updated so you don't screw anybody else over. Call ******* to get the RIGHT amount to tighten it (even though you don't have to torque it, as I NEVER do and have NEVER had a problem with 4 cars and 47 years of changing oil)......

  Thanks for nothing.
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:02/16/2023

  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.

  Came to buisness for an oil change and was talked into doing a coolant flush so proceeded that day.
  After coming home i noticed a few coolant drips under my vehicle on the driveway then it slowly got worse overtime.
  I travel for work and live pretty far away so i initially made a phone call and told them my issue and was told to bring it in when im available .
  I wound up bringing the vehicle to the savage location but was told they are unable to help and i must bring it to the eagan location.
  I had no time that day to drive to the eagan location so it further delayed the issue.
  I finally made it to eagan and they observed my truck after the oil change abd said they did not see any coolant leakinh under the vehicle after telling them there's been an ongoing puddle.
  I drove home parked the truck and within a day the puddle started to form again.
  I was instructed to send pictures to the manager and did so but never got a response.
  I then had a friend who was a mechanic find the hose leaking in which was disconnected he said in order for them to do the flush. I called the 1800 number and also never got nowhere .
  I still have a truck dripping coolant from the hose they disconnected and reconnected to do the flush that they talked me into doing .
  It wasnt a hige amount of money but would like a refund.
  I am a frequent oil change customer and wasnt trying to cause unnecessary issues for anyone.

  Business Response

  Date: 02/16/2023

  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:02/13/2023

  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.

  Carbondale, Illinois Valvoline,
  On January 3, 2023, Valvoline completed a coolant flush on my 2015 Kia Sorrento. I did not drive the Kia from until January 11, 2023 due to a surgery. I did take the Kia into the shop for a fluid check one time in Carbondale, IL. Coolant was added to the empty reservoir. During this period the Kia was running hot.
  On January 13 or 14, 2023, Kia was running hot again. I went to Valvoline and the technician told me this happens sometimes as the Coolant takes time to filter back into the system after the flush service. Tech filled the coolant reservoir, which was empty. After this visit, driving home the vehicle was severely overheating. Once engine was cool, I had to pour in one gallon plus of Anti-freeze. The engine ran cool at this point but sounded rough. We moved the Kia to ****** **** in Anna for other maintenance.
  ******’s Auto diagnosed the engine problem due to the overheating. ****** has to remove the master cylinder and head gasket. Send parts out for milling, re-drill the sixteen holes and rethread them for new bolts to reattach the master cylindered and head gasket to the block. The engine block will need some labor and repair. The Cost of this repair is $7,500, for the parts, fluids, and the accompanying labor.
  I explained this coolant flush/overheating problem to ****** Auto. He said the lack of coolant in the system would cause this problem, but it also could be a coincidence. He saw a connection of the engine overheating and the coolant service. The engine running hot did not occur until Valvoline provided the coolant service. In 180,000 miles, my engine never had a coolant leak or overheating problem. It seems to me Valvoline bears some financial responsibility. On February 6, 2023, *******, the Supervisor, spoke with ****** and did not present a fair accounting and said his wife has the same 2003 KIA and the engine had the same problem 4 months after purchase. My problem was not the same as his ********* wife.

  Business Response

  Date: 02/13/2023

  We appreciate that the guest has reached out, however, we can not locate a claim in our system for the guest listed on this BBB claim. We would need the guest to give our Customer Care team a call at ************* Or the guest can reach out via email at *********************** include the VIN and reference this claim **********

• Initial Complaint

  Date:02/13/2023

  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 October I filed a claim for a skid plate that was damaged due to negligence on Valvolines behalf. I had bolts for my skid plate that went “missing” which were never gone before I took my car there. This resulted in my skid plate flapping and dragging on the road and being damaged. I spoke to two managers one being the locations manager and the other being the regional. I spoke with them on several occasions and even brought my car in to be evaluated from all the damage to my skid plate. I was told by the regional manager over phone that it was substantial damage and that they would replace my skid plate. Now, It’s been over 2 months and I haven’t heard anything back. I’ve tried reaching out to customer care about the issue and no one has contacted me back. I would like my skid plate to be replaced with the OEM parts and not something cheap that they find. I’ve been very patient with the matter but I believe this business is taking advantage of the little guy.

  Business Response

  Date: 02/13/2023

  We are in receipt of this guests claim and apologize that this complaint has not yet been resolved. However, the skid plate has been ordered, but it is currently on back order. We are still waiting for the piece to arrive. This is something that is beyond our control. We sincerely apologize, but we are working to get this resolved. We will be in touch with the plate arrives. We ask that the guest reach out to our Customer Care team at ************ and mention their claim number **********

• Initial Complaint

  Date:02/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April22 I had takn my suv to valvoline 2 have my oil changd fluids,tires chkd& so on b4 i went to Atl. The trip had gottn canceld so I never went. About 2-3wks after valvo changd my oil checkd fluids everytng on my suv I had let my sis drive my suv to work 1 night the next morng when she gt off work I had gottn a call frm her sayn that my suv sound crzy my sis was beyond upset. I then hadMYsuv towd to my house. Once I got my suv home i immedly calld valvo &let them knw what was goin on withn the nex30min the guy that had changd my oil was at my house with a big cut open at d topJUG full of oil &a oil filter. I letHIMknowWAThappend he processed to my jeep w/o a jack slid unda it aftaHEARING the noise himself. When he went up under my SUV he then notified me that the oil filter gasket that they put on my jeep had a bad gasket on it and took the blame & gave me a free oil change the next time It was due he said that I had a small oil leak that would not bother my jeep nothin to worry about. I then had my jeep towed to another shop and checked for a oil leak at a local shop and I had no oil leak it was just the oil that had leaked all out everywhere that came from leaking from the whatever was leaknB4. I then proceeded to drive my suv thinking it was ok but unfortunately my Tahoe didn’t make it another wk maybe 2weeks before it had done cut off on me at the top of my road where I had just cut it off and coasted home and had it towed to a shop who then told me that my motor was not any good. I then claimDEPT AND filed a claim with claims 1st Xwith them never got a response back called they said it wasn’t in the system so I done claim 3 got no response called back and was told it was under the previous owner name and that’s who they had been trying to contact so I done clm4 I was told It was being put in as urgent and I should hear back from someone in 24-48 hrs GAVE THEM EMAIL2its now going on close to1year and my suv is currently sitting in my back yard. LotsOFsufferin

  Business Response

  Date: 02/13/2023

  
  We are in receipt of this guests claim, and currently it is still being investigated. We have taken steps to have this pushed with importance to upper management, once they have had a moment to look over everything they will reach back out. The phone number was confirmed, we apologize for the delay and absolutely appreciate the guests patience! We ask that she contact us via Customer Care ASAP by calling ************* ***** ****** **********

  Customer Answer

  Date: 02/20/2023

   
  
  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,
  
  
  
  ****** ****

• Initial Complaint

  Date:02/06/2023

  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.

  On Dec 2O,2023 I went to Valvoline in Alton, Illinois their homer adams location to get a full synthetic oil change and they broke my oil pan and drain plug and stripped the threads as well they treated me very unprofessionally and asked me can I find a ride as my child and I sat in the bay awaiting an oil change and they didn’t explain why until I demanded to know what was going on and that I couldn’t get a ride and I explained I had to pick my husband up after the initial oil change I was then told my car had to
  Be towed to a 3rd party mechanic with whom they have a contract with to get the oil pan fixed not only did the technician and managers admit to their negligence they provided my family with a rental car from enterprise until the issue was fixed well unfortunately the first time they called and told us our vehicle was ready it wasn’t because it wouldn’t start then a tech came start my car and it wouldn’t stay started so Valvoline extended the rental we got a call that our car was ready again on January6 2023 and we went to
  Collinsville to ****** ********** to pick our vehicle up and it started smoking badly from the exhaust for some reason so they extended the rental again and said they will get to the bottom of things I even sent a video to corporate with my vehicle smoking they said they will look into it nothing was ever done I called corporate several times between January 6-January 21 and all we were told is that we would receive a call back when we finally received a call back
  It was January 27th and they told my husband and I they’re not fixing anything else besides the oil Pan and anything else is my problem and if I don’t go get my vehicle it would be considered abandoned and to turn the rental in immediately that same day cause they’re
  No longer paying for it so we did as we were told turned the rental in January 27 and picked our vehicle up not
  Knowing If it properly works or not I explained to them that my car required an high performance oil change and they still gave me a conventional oil change and now my car has stalled completely out and won’t stay started they sent me a coupon for a full synthetic oil change in 1/27 after the fact the incident occurred and my car was supposed to receive that the same day they broke my oil pan in 12/20 and after my vehicle was sent to Valvoline third party mechanic they still failed to do a full synthetic oil change and gave me a conventional oil change which is in the invoice I got 3 weeks later I am appalled that I had a great running 2005 q45 Infiniti with less than 150,000 miles v8 4.5 motor and ran perfectly fine this is the only place I have been taken my vehicle to the last 2 oil changes and now my vehicle head gasket
  Is completely gone and I told them that
  When my vehicle was smoking and burning oil and now I’m 2/3 my car is won’t stay started because of improper oil and breaking my oil pan the vehicle has rough idle and shut completely off
  After being started 10 seconds I am appalled about the lack of
  Customer service and neglect on this Valvoline behalf they pretty much dismissed me and my family and didn’t do their due diligence to ensure
  My be vehicle was fixed appropriately they failed to put the recommended oil in my car and now my family is without a vehicle my husband goes to
  Work Monday through Friday for ***** as a diesel mechanic our kids attend school and one is a drop off and pick
  Up and our other child does sports at school that requires us to attend games
  And him up as well I say all this to
  Say Valvoline negligence has ruined
  My activities of daily living and I am asking for something to be done this negligence was done by Valvoline and their mechanics they have a contract with this shouldn’t be brushed under the
  Rug just cause they provided a rental
  For almost a month after
  Admitting their negligence and still
  Failed to fix my vehicle and put
  The proper oil in my car after
  They told me they done so I felt discriminated against and mistreated and all we got out this situation was a free rental upgrade from enterprise and a coupon from Valvoline because I complained they put the wrong oil in my car and they thought giving
  Me a coupon was going to
  Help well it would of if I still had a running vehicle my husband and I signed no contract or paperwork with either party they didn’t want to provide paperwork they refused when we asked and said everything had been taken care of and it’s not I have not felt confident about this whole situation even being provided with a rental I was more concerned with making sure my vehicle was fixed and the oil change was done properly so I may drive my own car and they failed to do so I went from talking to the manager and them helping me to them ignoring me and not returning my calls even though we had a rental on their corporate account they still avoided me and when I finally spoke to someone they called and threatened to abandon my vehicle this is what was so unprofessional and unacceptable when all I wanted was an oil change from the very beginning but due to their negligence it was never done

  Business Response

  Date: 02/06/2023

  We are in receipt of this guests concerns, our records indicate that the management team authorized and paid for any repairs that were related to services received at our facilities. This guest has been advised by our team that any continued concerns have been determined to not be related to services received with us and will not be paid for by our team. This guest has most recently let our Customer Care team know that they have been in active communication with a lawyer. Because of this, our team can no longer communicate with you. To remind this guest, any continued communication must be directed from their legal team to the Valvoline Legal team to discuss this matter further. This claim is considered closed.
  
  

  Customer Answer

  Date: 02/07/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: that is false they caused more damage to my vehicle when they admitted to breaking the oil pan my car had no history of damage or issues until I took it to Valvoline they are also lying I never told them I had a lawyer I was upset and overwhelmed from them being argumentative on the phone I told them I will get a lawyer I have not gotten a lawyer That is false all I ask is for them to fix what they’ve broken because the damage done to my car now between them and their third party mechanic was not caused by me .  have damaged more than just the oil pan ! This is the only location I been going to get an oil change yes Valvoline paid for the oil pan and an oil change but the wrong oil was put into my car my car required a full synthetic oil change never received paperwork from both parties showing it was done the invoice Valvoline corporate finally emailed me states my car got a conventional oil change at Mike’s automotive and that’s where Valvoline had my car towed to and it was there over a month and everytime we attempted to pick my vehicle up it was not running properly! which forced my husband and I to leave the car and Valvoline extended the rental but let my car sit . problems startafter breaking the oil pan and told me they had to push it out their bay ble cause not only dibreak my oil pan they sent my car to their recommended me mechanic and ensured me everything is alright even refused to give me paperwork on my car and I had to wait 3 weeks or more for an invoice that still stated my car still wasn’t changed with the proper oil and when I called back that stated they were not fixing anything and sent me a coupon to get the right oil  change Sincerely,

  
  
  ******* ********

  Business Response

  Date: 02/07/2023

  We are in receipt of this guests concerns, and want to advise this guest that our records indicate that the management team authorized and paid for any repairs that were related to services received at our facilities. This guest has been advised by our team that any continued concerns have been determined to not be related to services received with us and will not be paid for by our team. The management team has the final say regarding all claims decisions and have advised us that no further action will be taken. This case is closed. 

  Customer Answer

  Date: 02/08/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: my car is no longer running i went to the gas station and my car oil light was blinking and my car shut completely off and wouldn’t stay started my husband and I had to pay to get the car towed back home we picked our vehicle up from ****** ********** 1/26 and due to Valvoline and ****** ********** negligence from breaking the oil pan to putting the wrong oil in my car which is in the invoice I was provided with from Valvoline corporate 

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

• Initial Complaint

  Date:02/02/2023

  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 and got my oil changed, a week or so later my car was sounding different, I work 65 hours a week so it took me another couple of weeks to take my car back to them. Come to find out they put way too much oil in it. The manager said he would look in to it. He calls me 30 mins later saying it wasn't them and 3 workers checked it and they showed me the dipstick well first of all there's no way he watched the video because I was there longer then 30 mins and he called me back 30 min after I left, he didn't have enough time. Second I have no idea where the line is at on my dipstick and I trusted them to know what they were doing. Yeah there were several workers goofing around on both bays going back and forth. Mistakes happen I get it but when your workers make a mistake you fix it. The manager lied about watching the video to save his own butt. The bottom line is you messed up my car and I would like you to fix it. It's bad business to lie.

  Business Response

  Date: 02/02/2023

  Our management team reviewed the footage from this guests visit, and determined that the services this guest received at our facility were performed correctly. We stand behind the management teams decision to deny this guests claim and no further action will be taken at this time.