Business Profile

Oil Changes

Valvoline Instant Oil Change

Complaints

This profile includes complaints for Valvoline Instant Oil Change's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,150 total complaints in the last 3 years.
600 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Went to get my air conditioner serviced and the next day there was no air conditioning in the van. I went back and they tried to tell me how to do it myself. I didn't pay $159 to not have air.
Business Response
Date: 05/09/2025
Hello,
We thank the guest for reaching out to Valvoline. We’re certainly sorry to
hear the AC service performed was not effective, and we understand the frustration.
With the information provided, we were unable to locate a claim filed with our
Customer Care team. To move forward, the guest will need to contact our
Customer Care team at ************. Please note that no further action can be
taken via BBB regarding claims/refunds/reimbursements/etc, as incidents like
this are handled by our Customer Care team only.
Initial Complaint
Date:05/07/2025
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.
This business completely destroyed my truck. I went in for an oil change and ended up stuck there for 2 hours. I left with a destroyed battery and a check engine light on soon after. The quality of service there is not fair to the customer. The truck ran perfectly fine before hand and now it won’t even start.
Business Response
Date: 05/07/2025
We hate to hear about this guest's experience. I was able to locate an open investigation that our management team is actively working to address. If the guest has any questions in the meantime, our Customer Care team is available at *************
Customer Answer
Date: 05/07/2025

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 interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other 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 via Venmo to @bbbcefky or mail your donation 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:05/07/2025
Type:Product 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 03/27/2025, I went to Valvoline for a quick oil change. After leaving the store, I drove the car to my home which is less than two miles away. (I work as an **** driver overnight.)So I started the car to start working i noticed an oil light on dashboard is on , i checked oil stick it shows no oil and looked under the engine it was all the oil on driveway and engine has no oil at all.So i waited till the morning next day and i put oil in the engine and went back to valvoline store and they try to fix the issue but again they put oil in the engine and they told me that they couldn’t attach oil filter to the other part ( oil housing cooler) And that I need a mechanic to see it without offering to fix the issue and again they let me drive off, so I went to my mechanic which is 10 miles away, mechanic checks the oil and it was no oil in the engine( big oil leak)!?- I fixed the issue (put new housing cooler) and start a claim with Valvoline to compensate me (parts and labor and had to stay home without work) the amount around $500, but instead Valvoline sent a check ($67) which what I paid for the oil change so they just refunded me the price of oil change
Business Response
Date: 05/12/2025
We thank the guest for reaching out. I am sorry to hear about the guest's experience, and I hate to see that they are experiencing an issue with their vehicle. I can understand the frustration this may have caused. I was able to locate their claim and have forwarded this feedback to management. As the guest has taken legal action, all further communication can be completed in writing to our legal department at *** ********* **** ********** ** ******
Initial Complaint
Date:05/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been taken my vehicle to Valvoline motor last several years. August 2024 I had my transmission fluid changed. Have been taking my vehicle in every 5000 miles to have the oil changed. four weeks ago my transmission started acting up. I took it to the mechanic. He changed the fluid and filter and it was 3 quart low.And was told my transmission needed to be rebuilt. I have a little over 200,000 miles on the vehicle, but I take very good care of it. They were supposed to check all fluid levels every time my truck is in.. I have reached out to them and they have denied the claim.
Business Response
Date: 05/06/2025
Hello,
We thank the guest for reaching out to Valvoline, and we’re certainly sorry
to hear about any issues the guest has experienced with their vehicle. Our
records show the guest received an automatic transmission fluid replacement on 8/14/24
with the mileage at 194216, and the guest contacted our Customer Care team on 4/16/25
to file a claim regarding issues with the transmission. After an investigation,
our management team has stated that due to the timeframe since the service was
performed and the current mileage on the vehicle ********* the claim has been denied.
Our management team holds the final decisions for claim outcomes, and we stand
behind our management team’s decision.
Please advise the guest that no further action can be taken
via BBB regarding claims. If the guest requires further assistance, please
contact our Customer Care team at ************* as all claim communication is
through our Customer Care team only.
Initial Complaint
Date:05/06/2025
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.
I, ******* ***** ********* have taken my car to Valvoline Instant Oil Change since November 23, 2023. On 05/02/2025, I took my car to Valvoline for an oil change, and on this visit, an **************** ********** for Valvoline named ****** had told me that Valvoline had been overfilling my car on the previous oil changes. ****** also told me, that meant that I was being overcharged as well. On 01/31/2024, I had to have my car serviced at *** ********* for a Valve Cover Gasket Failure and leak caused by the overfilling of oil by Valvoline, which cost me $2,290.00 to repair. Also on 05/02/2025, ****** told me that I needed to have my Transmission fluid changed, yet on a previous visit, one of his co-workers, an **************** ****** technician with short hair, told me not to have my transmission fluid changed, due to the miles on my car. ****** also performed processes that other technicians had never performed before, like checking my digital oil stick to make sure he did not overfill it. I called and spoke with a Manager from ***** **** about this incident and he advised that I file complaints. I have sent copies of the complaint to Valvoline Executives by way of certified mail: To **** ***** *** ***** ***** ***** ********* and the certified mail tracking numbers are: **** **** **** **** **** ** *** **** **** **** **** **** ***
Business Response
Date: 05/06/2025
Hello,
We thank the guest for reaching out to Valvoline, and we’re certainly sorry
to hear about any issues the guest has experienced with their vehicle. Our
records show the guest filed a complaint with our Customer Care team and has
requested to speak with legal only. Once legal is involved, our management team
cannot step in to investigate the issues unless the guest requests to start a claim.
If the guest would like to have a claim started for our management team to
investigate, the guest will need to contact our Customer Care team at
************. If the guest would still like to proceed with speaking with legal,
the guest will need to obtain legal representation to communicate with our
legal team. Please note we are unable to assist with claims or legal matters
via BBB, and all communication is through our Customer Care/Legal team only.
Customer Answer
Date: 05/06/2025

Complaint: ********

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

I am rejecting this response because: It states that since I filed a claim, that I would only be able to speak with legal, but that is confusing because I got a call from Valvoline area manager named ******* who was very rude and unprofessional. I do not think he is part of the legal team, and we spoke for 15 minutes and 47 seconds and he did admit that I was overcharged and that my vehicle had been overfilled. ****** also made the statement for Valvoline that he knows for a fact that my car has not been damaged by Valvoline overfilling my car. ****** claimed that my car had only been overfilled 3 times, but I had to correct him and tell him that his call center had let me know, the first time I changed my oil with Valvoline was November 23, 2023 and that the information he based the three times on was a print out, given to me by his techs,after I asked for a "full print out," and it was not a full print out. The response by ****** was "O." It was ****** who told me that Valvoline had overfilled my car, and ****** also told me that I needed to have my transmission fluid changed, but another Technician under ****** had told me not to have my transmission changed, due to the mileage and when I asked ****** why the Techs with the same training are giving different answers and recommendations, his response was, they go off common knowledge. If this is true, why bother to train the Technicians ? I was given advise by a ***** **** Manager who told me that, them overfilling my car damaged the engine, yet ****** said for sure, he know it did not and since he does represent Valvoline.

Sincerely,

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

Business Response
Date: 05/07/2025
Hello,
We thank the guest for reaching back out to Valvoline. Please note, if the guest wants to speak with legal, the guest will need to have their legal representative contact our Customer Care team to be connected with our legal department. Please note that the typical step in situations like this is to first file a claim with our Customer Care team, so the incident can be investigated by our management team at the location the guest visited. Our management team will then come to a decision on approval or denial of claims. If the guest wants to bypass the claim option, they will need to follow the steps provided. Please advise the guest that our management team will be happy to help, but they need to be given the opportunity to investigate the claims. It is noted that the area manager did contact the guest on a recorded line through our Customer Care to gather more information, but the guest disconnected the call.
Please advise the guest that no further action can be taken via BBB regarding claims or legal incidents, as ALL communication is through our Customer Care team for claims and our legal team for legal matters only. BBB does not handle matters like this. Our Customer Care team can be contacted at ************* and our Customer Care team can also get the guests legal representative connected with our legal department.
Customer Answer
Date: 05/09/2025

Complaint: ********

1. In their response to you, Valvoline was misleading and it was not a fair offer at all.

In the phone call ****** admitted that Valvoline had overfilled my car, overcharged and were negligent in how they treated my car, yet he made the statement that Valvoline overfilling my car did not lead to damages which cost me $2200 in repairs.

****** also was not able to explain why ****** advised me to get my transmission fluid changed, yet another technician told me not to have the transmission fluid changed.

****** because frustrated and more aggressive as I asked more questions that he could not answer, and that is when I terminated the call and Valvoline was misleading you in their version, making it seem as if I just hung up, when that was not the case at all.

The ******* ******** ******* ****** has sent a response or message to Valvoline.

And I have sent copies of the complaint to Valvoline Chief Legal Person and their Director by way of certified mail, and they have already been signed for, so I am waiting to be contacted by their legal.

Sincerely,

******* ********
Business Response
Date: 05/09/2025
Hello,
We thank the guest for reaching back out to Valvoline. We’ll be happy to
pass along this information to our legal team. Please note that no further
action can be taken via BBB regarding claims or legal matters, and this BBB is
closed. If the guest has further questions, please advise the guest to contact
our Customer Care team at *************
Customer Answer
Date: 05/12/2025

Better Business Bureau:
I just got a call from Valvoline legal and they said that they are going to pay my claim.

Sincerely,

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

***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other 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 via Venmo to @bbbcefky or mail your donation 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:05/05/2025
Type:Product 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 March 8, 2025, I had my oil changed at the Valvoline Instant Oil Change in Bellevue, WA. I drove approximately 1,000 miles afterward and brought my car to my mechanic on April 28, 2025, for routine maintenance. He informed me the oil looked dirty and likely had not been changed. Out of concern for the safety of my vehicle, I authorized another oil change immediately.

I contacted Valvoline and a case was opened. A district or area manager later called me and stated that video footage showed the oil and filter had been changed. However, the condition of the oil told a different story. I asked that he speak directly with my mechanic to verify; he said he would, but no one has followed up.

I’ve been a loyal Valvoline customer for years, and I’m very disappointed with how this has been handled. I am requesting a refund of $106.78 for a service I do not believe was properly performed. Despite my efforts to resolve this through customer service and management, I have been met with delays and deflection.

I am submitting this complaint as a final effort to be treated fairly. I am willing to provide documentation from my mechanic and hope Valvoline will take accountability and resolve this issue.
Business Response
Date: 05/05/2025
We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Our records indicate the management team reviewed the services you received during your visit and denied your claim. This denial is due to the fact that the management team viewed our DVR footage and it clearly shows the oil being changed. We have invited the guest to view this footage as well. Our management team holds the final decision in the claims process and we back their denial. The issues you are experiencing are not related to services received at our facility. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at *************
Initial Complaint
Date:05/02/2025
Type:Billing 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 Saturday, April 26th, I went to Valvoline for an oil change. I have a mechanic but I like the oil changes at Valvoline for convenience. They often try to upsell but I decline as I would prefer for my mechanic’s opinion and to get a fair and reasonable price. On this particular date I was told by *****, who I later found out was the manager of the store I needed a new battery. I was shocked and I made it known i didn’t believe him because there had been no indication and every time I had gone prior to Saturday, I was told my battery was fine. They always show the test too, which he didn’t but I didn’t realize that until after I had purchased the battery and left. I asked him if it was something I needed right then and he said yes, it was at the end of the battery’s life. He said it would only take a few minutes too. However, he took the battery out and then pawned the job off on someone else so it took significantly longer. When I was cashing out the man who changed it said he already sold 3 batteries that day which i thought was weird and he said it’s all in how you sell it. So I felt uneasy about the whole thing. I went back the next day to obtain my battery and the battery test. I saw the battery test and took a picture and it was as I suspected, I did not need a new battery. So I asked to speak to the manager and found out it was the manager ***** who scammed me. I wrote to customer care that night (4/27/25), and have called on 4/28, 4/30 and 5/2. Multiple times I have been told that it’s not guaranteed the area manager ****** will call me back. They have not offered any solution on what to do above the area manager. The store manager did call me but he continued to insist I needed a new battery and said the old one would cost me $20 to return to me since I had offered to have the batteries switched back out for a full refund. But now they’re trying to charge me $20 for my own battery. I’m attaching the complaint number.
Business Response
Date: 05/02/2025
Our records indicate the guest called into our Customer Care team to start a claim with our upper management team. Management reviewed the service and the guest's battery test indicated a need for replacement, which is what was recommended. The guest opted to have the battery replaced based on that recommendation. The Service Center Manager advised the guest that we would be unable to refund for the battery based on this information. The claim has been escalated to the Area Manager for final review. The Area Manager's decision is the final decision in the claims process and we will back their decision as well. If the guest has any questions in the meantime, Customer Care would be happy to help at *************
Customer Answer
Date: 05/05/2025

Complaint: ********

I am rejecting this response because:
I did not need a new battery. I was lied to, and they are continuing to lie. This response is unacceptable. I was told I needed one right then and there, I questioned it and he insisted. When I went back the next day and reviewed the test I was not shown, it was clear I did not need a new battery right then. I also offered to take back the old battery so I could have it put back in for a refund. This company is scamming who knows how many customers, and not taking any accountability which is not ok in the slightest.

Sincerely,

******** *********
Business Response
Date: 05/05/2025
We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Currently this guests claim is still pending and under investigation, which means we will not disclose the information of the pending claim here. If the guest would like to check the status of the claim please reach out to our Customer Care team by calling ************* We want to advise this guest no action can be taken via the BBB. Our Customer Care team will be happy to assist.
Initial Complaint
Date:05/02/2025
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 4/17/25 I went into Valvoline to get an oil change, small talk with ***** regarding car and a trip I would be making
Left to LA 4/17-4/22 on our way back on 4/22- my car had and emergency message display “oil pressure too low pull over”
4/23 - car was towed to Sacramento arrived in the evening was two hours always
4/24- mechanic said the engine showed signs of damage and sounded like oil was needed to get valvoline involved and not to power on the car until further investigation was done
4/25- went to valvoline and spoke to ***** and showed him videos of the car due to it being in Sacramento and not drivable he agreed the car sounded like metal on metal and that he needed to come out and inspect the car himself. I requested a case number or report number he stated there would be none until he looked at the car. He also looked at the camera. I called customer care to get a case number and documentation and to confirm procedures of him coming out to look at the car himself 4/26- ***** came to see the car at my mothers house in Sacramento during the inspection he powered on the car confirmed the car had no leaks, powered on the car momentarily via jumper cables, the car would power off due to the state the engine was in. He started he didn’t bring tools to inspect the oil filter, asked for a jack I went inside to ask and when I came out he had one. ***** then instructed he would be adding oil to the non-working car states he would be adding two quarts and proceeded to do so. Said he would reach out to the area manager and would further investigate and would notify me on the following Monday 4/28. I requested documentation again and he said not until he finished his investigation and spoke to his area manager would he be able to provide anything. Pictures and video was provided

Please see attachment, I was not able to attach phones and videos taken of ***** adding oil to the broke down car I also have the repair estimate and findings from the *** *****
Business Response
Date: 05/04/2025
We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Our records indicate the management team reviewed the services you received during your visit and denied your claim. This denial is due to the fact that after investigation and speaking with the dealership - the dealership could not state Valvoline was at fault. The dealership further stated that it appeared to be a timing chain issue - which would have nothing to do with services provided at Valvoline Instant Oil Change. Our management team holds the final decision in the claims process and we back their denial. The issues you are experiencing are not related to services received at our facility. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at *************
Customer Answer
Date: 05/05/2025

Complaint: ********

I am rejecting this response because: After speaking with the dealership to confirm what was stated to Valvoline they state that they never said the issues were preexisting. What they did state is that the issues could have been caused from the car being low on oil for a long period of time. The Area Manager did confirm to *** that his technician added oil after car was broken down. When *** reviewed the levels of oil it was at the correct amount. There for before he added the oil (to which I have video of him adding) that the car would of been critically low on oil. The *** dealership stated in email that the timing is also controlled from the oil levels. This email was sent after speaking with Valvoline to confirm that the timing issue was caused by low fluid and oil pressure. Here is what they stated in email to me "VANOS is controlled by oil
The VANOS unit is located on the cylinder head, mounted in front of the camshaft gears (in the case of a single VANOS, it would only be mounted in front of the intake camshaft). The VANOS unit advances and retards the valve timing innumerable times and to varying degrees as you drive. Your vehicle’s ECU (engine control unit) controls a solenoid that routes oil through passages within the VANOS unit. The ECU takes a variety of factors into account when controlling the solenoid, like throttle position, oil pressure, load, mass air flow readings, engine speed, and gear.
***** ******
******* *******
*** ** *********
*** ******** *****
********* ** *****
************ ******* *****

As you can see, the Oil Change facility is not being honest in the *** assessment. They have constantly denied me access to file a claim with their insurance company to be further investigated. If you would like the video of them adding oil after car was broken down I can forward it in email please reach out ************

Sincerely,

********* ********
Business Response
Date: 05/05/2025
While we empathize with the guest's situation, as previously stated, our management team holds the final decision in the claims process and we back their denial. The Upper Management Team has reviewed the information, and shared their decision for the denial with the guest. We firmly stand behind the decision to deny this claim. Please advise the guest that no further action can be taken via BBB regarding claims. For further assistance, please contact our Customer Care team at ************, as all claim communication is through our Customer Care team only. The claim remains closed, and no further action will be taken.
Initial Complaint
Date:05/01/2025
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.
Date of service: March 17th, 2025
Services: Cabin Air Filter Replacement
Cabin Air filter VCA1184
Radiator Fld Replacement
Global Antifreeze Coolant
Air Filter Replacement
Valvoline Air Filter VA471
Full Synthetic Oil Change
Valvoline 5W30 Full Synthetic Oil API SP

Additionally, they removed my center console when they didn’t need to. They couldn’t put it back together and I was left with a console that was not able to be put back in place.

Same day: check engine light and I contacted customer service. This same day I called while on side of road because my car was not working.

They told me to get it checked again by ****, the store manager.

I came back to get it checked and **** removed the check engine light and said it was “nothing”.

Fast forward, the check engine comes back on the next day and has not gone away.
My car jolts when I start to drive it, the auto start does not work.

When I called, Valvoline refused to give me documentation of the incident and stated I needed to get a subpoena to acquire the information.
Business Response
Date: 05/01/2025
We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Our records indicate the management team reviewed the services you received during your visit. Management tried to get the guest to return so further inspection could be made, but the guest declined. The guest ultimately chose to receive a refund on the services completed that day. We let the guest know if she does in fact take the refund we would not be responsible for anything further and she agreed. Our management team holds the final decision in the claims process and we back their denial for anything further. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************* Nothing further can be done via BBB, contact Customer Care.
Initial Complaint
Date:05/01/2025
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.
Hi in February 2024 I took my car here for a routine oil change and was told that my rear differential fluid needed to be changed and was past due in a matter of days my car started having mechanical problems and I took the car to a Jeep dealership where they begin looking into the problem.

The transfer case was damaged and they replaced that but didn’t fix the problem and they mentioned rear differential I told them I had recently had the oil change and told them the receipt for the work was in the glove box and they determined that the wrong fluid was used and that the fluid was lifetime and should have never been replaced

I have all of this documented and opened up a claim with valvoline and followed their process and they denied the claim and took 0 responsibility. Their negligence resulted in almost 6000 worth of damage to my car
Business Response
Date: 05/01/2025
We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Our records indicate the management team reviewed the services you received during your visit and denied your claim. This denial is due to the fact that the repairs that were done, were not approved by Valvoline. On page two of our invoices it states "If repairs are required, you must contact Valvoline Instant Oil Change prior to any repairs taking place. We will not be responsible for repairs not authorized by our company." We stand behind the decision to deny the claim. If you have additional information that you feel may change this outcome, please contact our Customer Care team directly at ************* This claim remains denied, closed, and no further action will be taken.
Customer Answer
Date: 05/01/2025

Complaint: ********

I am rejecting this response because: we didn’t not realize the issues were connected until the repairs were already in process. And then contacted the shop who sent us to claims and did nothing to warn us of this.

Sincerely,

***** *********
Business Response
Date: 05/01/2025
While we empathize with the guest's situation, as previously stated, our management team holds the final decision in the claims process and we back their denial. The Upper Management Team has reviewed the information, and shared their decision for the denial with the guest. We firmly stand behind the decision to deny this claim. The claim remains closed, and no further action will be taken.
Customer Answer
Date: 05/01/2025

Complaint: ********

I am rejecting this response because:

A receipt is not a binding legal agreement. Also the disclaimer is not clear and conspicuous and was not communicated at the time of the transaction. It is on the back in small gray print and difficult to see and it is not signed.

i understand businesses have disclaimers about repairs they did not authorize but that should not apply to damages valvoline caused by improper services

valvoline cannot disclaim all liability as this was negligent and a breach of your duty to perform services correctly

Sincerely,

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

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