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

  
• 

  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:01/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Valvoline to get oil change (I think Fort Oglethorpe Location). They said it wasn't time, just need to top it off. Miscommunication over fill my oil, didn't show me dipstick after topping off. Drove home, park car for two days. Went to crank cato to go for appointment, didn't crank. Look to see what the problem is, check oil first after seeing oil on car. Couldn't see mark on dipstick. They overfilled. Called Valvoline, they come look. Had to drain 3 different times. Asked when change your oil last time, I said you did. He had no comment. Have to talk to some people. He did not return my call. I had to contact. Still no return call. No transportation, had to depend on other people. I am 77 still able to drive. No contact with Valvoline at all except from me, no return calls since November 2022. I am trying to be nice, losing patience. Please contact.

  Business Response

  Date: 01/23/2023

  We've received the guests complaint, however through BBB only. In order to properly address this situation we ask the guest contact our Customer Care team directly either by calling us at ************ or emailing us at C********************** include the VIN, and reference claim number ********** 

• Initial Complaint

  Date:01/20/2023

  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.

  To whom it may concern
  
  I ***** ******* went to Valvoline in Quincy today 1/19/23 around 3 o'clock. I went there to get myself an oil change. While waiting in my vehicle getting my oil change. I could hear the tech underneath the vehicle muttering the word ***** Not to long after, he said out loud to his other tech above that I will be needing a new oil pan. He indicated that the oil pan plug is strip. Mind you, my vehicle was just fine before the tech started working on it. The above tech relayed the information from the tech below to me. He indicated that this is a common problem with Honda's in general. It's from the wear and tear. Now I have a stripped plug oil pan, needing to be fix. Found out the cost for a job like this,it will run me close to a thousand dollars. I've been a loyal customer of Valvoline from quite some time. I called the Quincy location asking to want to speak to a manager. A assistant manager came on the phone and said he was from the Plymouth location, and is helping at the Quincy location. I explained everything to the assistant manager. Come to find out when speaking to the assistant manager, he indicated he was the one who did the work. He had to do some sort of emergency plug for the meantime until I could get it fixed. Easy said then done, how am I going to find the money to fix it. I would like someone from Valvoline to reach out to me regarding this issue, and what can be an ending resolution. You can either email me at **************************, or call me at ************** * ended up spending $44.00 dollars for the oil change.Thanks!
  
  
  
  Yours truly
  
  
  ***** *******

  Business Response

  Date: 01/20/2023

  We are in receipt of this guest's claim, and currently it is still in progress. The claim has been escalated, and is currently being investigated. We ask for the guest's continued patience while we work to get this resolved as quickly as possible. 

  Customer Answer

  Date: 01/24/2023

  
  
  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,
  
  
  
  ***** *******

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Valvoline on Tates Creek Road in July 2022 to get an oil change and everything went fine. Well, on a road trip to Iowa, my skid plate underneath my car protecting the engine fell down due to the wind. Well, come to find out, there were no screws in place under my car to secure the plate. My fiancé and I had to secure it with tape until we got back home to Kentucky where we replaced the screws. My engine guard was bent and damaged in the incident and I was lucky it didn’t come off on the highway, altogether and cause a traffic hazard.
  
  Fast forward to January 14, 2023 I once again got my oil changed at Valvoline. I decided to go to another location due to the previous issue and went to the one on Richmond Road. Everything went seemingly smoothly until January 17, 2023 when I was driving down New Circle and I felt a huge change in the wind under my car. Come to find out, once again, all of the screws in the front of the plate were not in place so my engine guard plate was yet again scraping the ground. We had to fix my undercarriage when I returned home.
  
  I tried calling Richmond Road Valvoline to discuss the issue with the manager and I wasn’t taken seriously and the issue was brushed off. Now due to all the damage I am having to replace the guard because screws won’t securely fasten in place anymore.
  
  Needless to say, I will not be returning to Valvoline for any future oil changes or any other services.

  Business Response

  Date: 02/01/2023

  We are sorry to hear of this guest's issue. However, the guest took the issue directly to BBB without allowing our Customer Care team to address the issue. We ask the guest to reach out to our Customer Care team and allow us the proper chance to investigate this further. Please email us at *********************** include the VIN and reference this case ********** Or call us at ************ and reference the case **********

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Got an oil change at 11am on 1/5/2022 at the Valvoline in Sebring, FL. They put air in my tires. 5 hours later my tire was flat. Took it to a repair shop, they informed me the tire valve stem was ruined. Had to buy a new tire from Tires Plus on 1/9/2022. Spoke with **** the area manager who denied my claim because "I drove on it and took it to a mom and pop shop." The car was fixed by a chain place. Valvoline offered me a 50% off coupon for their service. Even though their $45 service has cost me almost $200. Thei customer service advised me there is nobody above **** the Area Manager and the claim will stay denied.

  Business Response

  Date: 02/02/2023

  Our management team spoke to you directly regarding these concerns. They determined to deny the claim after speaking with you. This decision was based on information you provided to our team stating that the vehicle had been actively driven with an almost flat tire for 5+ hours after leaving our facility. Because of this,  the management team has denied your claim, we stand behind this denial and, no further action will be taken. 

  Customer Answer

  Date: 02/03/2023

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

  I did not drive the car for 5 hours. I stopped at ******* and by the time I was almost home to Lake Placid, the tire light was on. I looked at the tire and saw it was almost flat. I called Valvoline and spoke to a manager. The next morning a neighbor put air in my titles and I drove it to the repair shop around the corner from my house. They told me the valve stem was broken and that I needed a new tire because of that. 
  
  
  
  Sincerely,
  
  
  
  ******** *******

  Business Response

  Date: 02/04/2023

  Our records indicate that our Upper Management team spoke to you directly in regard to your concern. They did decide to deny the claim after speaking you, based on the information given. Management holds the final decision in the claims process. This claim has been denied, closed, and no further action will be taken. 

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 30, 2022 my granddaughter and her friend took her 2015 Hyundai Sonata to get an oil change. As they were sitting in the car, they noticed the mechanics were struggling to put parts back together under her car. But she thought nothing of it and drove to our house, which is 0.5 miles away from Valvoline. When she backed out of the driveway the next morning, she heard a noise. She noticed her under shield was dragging on the ground. I took her car to Valvoline and they took the under shield off into two pierces. Instead of taking responsibility, they kept insisting that she had to have ran over something in her 0.5 mile drive. They also claimed that they’re not at fault because they hang onto the under shield to make sure it’s secure. Mechanics at St. Charles Hyundai explained that no person should be hanging onto the under shield because it could cause such damage, like what was done to hers. I called the corporate office to file a claim #*********, to only be put in touch with the Valvoline store. I called the corporate office multiple times afterwards but received no resolution.

  Business Response

  Date: 01/17/2023

  We are in receipt of this guest's claim. On 12/22/2022 we have verified with our claim notes that the store manager contacted the guest and made her aware that the claim was denied. In claims cases, management does have the final say and we stand by managements decision to deny this claim. Management also made the guest aware the damage was done when something struck the skid plate, the damage was noted. This claim has been denied, closed and no further action will be made. 

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Valvoline performed an oil change in April 2022 on my 2021 VW Atlas. This was the first oil change my car had. In Dec 2022 I was having the second oil change performed at the dealership and was told that my oil pan/oil pan cap had been damaged in the previous oil change because of incorrect placement/equipment. The bolt and oil pan thread had been stripped, resulting in a leak. Pictures were provided and a new oil pan was placed for $1400. Insurance was unable to cover the cost due to neglect from Valvoline. I filed a claim with Valvoline on 30 Dec and was told someone would follow up with me in 2-3 business days. I had to reach out to them on 14 Jan because no one had followed up with an outcome. I was informed it was denied because the oil change/parts used were not approved by management before the oil change was performed.

  Business Response

  Date: 02/01/2023

  We are sorry to hear that this guest experienced an issue with their vehicle after service. I was unfortunately unable to find a claim or invoice using the information provided. Our Customer Care team would be happy to help address any questions about a previous claim. Customer Care can be reached at *************

  Customer Answer

  Date: 02/01/2023

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

   

  I initially reached out to Valvoline on 12/13/22 after chatting with an online representative, who informed me I would need to reach out to the location in which my oil change was performed. I spoke with management there and never received any communication. I filed a claim with Valvoline on 12/30/22 and never received a response until I called them on 01/14/23, when I was told it was denied. I was never sent a transcript of the online conversation from 01/14, but was told that management would be reaching out ASAP. Again, I never heard from anyone. Attached are photos of the initial online transcript and the call log proving that I did call Valvoline. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 02/02/2023

  Thank you for sending that information, it allowed us to narrow down our search. We located your claim and see that the claim was denied because you proceeded with repairs without prior authorization from our team in addition to the fact that the footage from your visit indicated that our team performed the service correctly and the vehicle was operational during the visit. As an FYI page two of all guests invoices indicates that repairs that are completed without prior authorization will not be covered by Valvoline. This claim is denied by the management team and we stand behind that decision, no further action will be taken. 

  Customer Answer

  Date: 02/02/2023

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

  Valvoline failed to communicate with me throughout this process. Of course I had my vehicle repaired, as the damage caused by valvoline would have further damaged my vehicle, making it inoperable. What repairs would I need authorization from Valvoline for on my personal vehicle? I was receiving a routine oil change, the first oil change on this new vehicle. If the parts were not available for this specific vehicle to properly have a routine oil changed performed, that should have been communicated to me prior to the oil change. 

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

• Initial Complaint

  Date:01/11/2023

  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.

  On 11/9/22, an oil change was performed on my wife's vehicle at the Bristol, CT location. Days later, I noticed a substantial amount of oil leaking from under my vehicle. When brought back to this location, I was told it was coincidently another issue with our vehicle. I brought our vehicle to a certified mechanic to be looked at. He told us the oil leak was a result of the filter housing not being tightened properly, which caused oil to slowly leak out and spray all over the underside of my vehicle. I filed a claim through Valvoline to be reimbursed for the original oil change, plus the bill from the mechanic that I had to go see. I was refunded only the original oil change. After review of the claim, the store manager stated that he reviewed the video footage and everything was done correctly on their end. I don't know how someone can assure something was tightened properly by camera footage. I have attached the invoice from the mechanic and I am seeking to be reimbursed for this bill in the amount of $175.02 for not only for monetary value, but extreme inconvenience and safety issues by driving a vehicle with little to no oil and oil spraying all over hot parts underneath the vehicle, which could cause a fire. I am confused as to why Valvoline would refund the original oil change if they claim they did nothing wrong. I have reached out to Valvoline again and was told the claim has been reviewed and is closed, with the team standing by their decision. I don't feel as if this was a fair resolution for what we had to go through to fix the issue.

  Business Response

  Date: 01/11/2023

  Our store management team reviewed the DVR footage from this visit, as explained to this guest during their conversation on 12/30/2022, the issues this guest experienced are not related to services received at our facility. They did offer a refund, in addition to a coupon to the guest during this conversation as well, this was the management teams way of extending our sincerest apologies for the frustration this guest has experienced. Our store, and regional management teams have aligned in the decision to deny this guests claim, as they have determined it is not related to the services this guest received at our facility. Our Customer Care team stands behind this decision, and advise this guest that no further action will be taken regarding this claim. 

  Business Response

  Date: 01/17/2023

  We are in receipt of this guests claim. This claim has already been explained to the guest by upper management, the issues the guest has experienced are not related to the services received at our facility. The facility offered a refund, in addition to a coupon to the guest for future service - this was again managements way of extending apologies for the frustration the guest experienced. The service center management, and regional management teams have both aligned with this decision in denying the guests claim, this claim is NOT related to the services the guest received at our facility. Our Customer Care team also stands behind this decision, and we advise this guest  - this claim has been denied and closed. No further action will be taken. 

  Customer Answer

  Date: 01/23/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and while I do not find this as a satisfactory resolution, it is obvious that this company will not accept blame and will continue to bully its customers. I will continue to explain to potential customers as to why they should not do business with this company and take their business elsewhere, where they will be respected. 
  

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

• Initial Complaint

  Date:01/10/2023

  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.

  During a tire rotation on Thursday December 15, 2022 a Valoline tech stripped off my cars stud lug on the drivers read hub.
  
  Initially, they said this is just something that just happens. I called my mechanic, and he said that that is not true, and what is more likely is they had the air tool set in the wrong direction or attempted to many times without caution.
  
  Then then said they would fix it but needed to order the part and call me when it arrived. I was told it was safe to drive away with only 4 of 5 lug nuts attached.
  
  Today I looked at the service invoice and noticed the Comments “ driver side stud snapped off while taking off lug nut, customer was informed and compensation was made”
  
  This concerns me as no compensation has yet to be make. Further, my mechanic said that Valvoline is not equipped to replace a stud lug. As it requires the removal of the brake caliper and axel hub. Further it is against the own corporate policy to perform this level of mechanical repair.
  
  I am seeking compensation for the repair of their damage by paying my mechanical invoice.

  Customer Answer

  Date: 02/01/2023

  
  ***** ******
   
  
  I wanted to let you know that this issue has been resolved with the business. 
  
  This complaint case can be closed out. 

• Initial Complaint

  Date:01/09/2023

  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.

  Had my oil changed @ the E County Line Rd Indianapolis, IN on 9-16-23. I just had my vehicle serviced @ a Nissan dealership and was told I had sludge around the oil cap and in the cam sensor. I have a picture from the dealership also. The Valvoline store manager told me I needed to call and open a claim so it could be investigated. By the time I hung up with him and called customer care Jeremy already opened and closed a claim. I was told there was nothing else I could do. Customer Care told me ****** talked with the dealership. I never told him what dealership, so he lied. It cost me over $900 because I had to have my oil flushed.

  Business Response

  Date: 01/09/2023

  We are in receipt of this guests complaint. Our records indicate that the upper management team denied the claim because we were unable to investigate this guests concerns before the work was completed. As page two of all 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 that are not authorized by our company." We stand behind the management teams decision to deny this claim, no further action will be taken at this time. 

  Customer Answer

  Date: 01/13/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have provided pictures of the sludge around my oil cap and in the cam sensor. I would not take my car back to Valvoline to get it corrected because you didn’t do your job correct the first time. You did not investigate anything. I can get more information from the dealership about the problem. At one point when talking to your customer care center I was told Jeremy called the dealership and spoke with the dealership. Jeremy did not know what dealership I took my car to so he never called. So someone lied there. I feel I have gotten nothing but lies. It would be nice to get a little help and understanding. 
  
  
  
  Sincerely,
  
  
  
  *** *******

  Business Response

  Date: 01/17/2023

  We never like to disappoint our customers, however we were unable to investigate this guests concerns before she had work completed. We have shared the information located on page 2 of our invoice, and we will not be held responsible for repairs that are not authorized by our company. Again, we do stand behind our management team and they have final say in matters such as this. This claim remains denied and closed. No further action will be taken. 

  Customer Answer

  Date: 01/18/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Valvoline has done nothing to help me or even try to understand. It is sad when a company the size of Valvoline does not stand behind what they do, listen to their customers or even try to come to a mutual agreement with the customer. 
  
  Sincerely,
  
  
  
  *** *******

• Initial Complaint

  Date:01/05/2023

  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 11-21-22 I got an oil change and a filter replacement from Valvoline. On 11-29-22 as I was driving to work my car made a loud pop and smoke started coming out of the back of the car. I got to the side of the road and my car completely died. I had it towed to **** ******** They said that there was no oil in the car and that there were now 3 holes in the engine. They said that my engine was destroyed and I need a new engine. I was quoted 14k for a new engine. I made a claim with Valvoline. When calling to check on the claim they said that they were denying my claim and that they aren't telling me why and that they wouldn't talk to me anymore. I have never had any oil leaks, I talked with 2 mechanics who said that it was definitely Valvoline's fault. They should be held responsible for their mistakes.

  Business Response

  Date: 01/05/2023

  We are in receipt of this guests complaints. Our records indicate that both the Valvoline Claims team along with the management team advised this guest that due to the fact that they were in active communication with a lawyer that our team could not continue to speak to the guest regarding this matter. Since this guest has sought legal action against us we ask that all communication be sent via this guests lawyer in writing to the Valvoline legal team at *** ********* **** ********** ** ******