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.
- 603 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/03/2023
Type:Service or Repair IssuesStatus: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.
Description: On 12/30/2022 I got my oil change at the Valvoline Instant Oil Change center at the address of *** ******* **** ******** ** ****** After 45 minutes of waiting for my instant oil change I paid the the woman in charge of bay 3 $211.65. I proceeded to go about my day once the employee waved me out of bay 3. I drove about 15 minutes to the nearest ********* to get some supplies. I'm walking back to my 2021 Dodge Cummins 3500 only to find a massive puddle of fresh oil underneath my truck as well as all over the undercarriage of my truck. I check the oil level and it is below the safe line on the dipstick. I drive back to the shop and explain to them that there is oil everywhere that I wanted it fixed, cleaned, and a full refund. After checking the truck, they examined the oil level low but stated it was in the safe zone. They offered to clean the undercarriage but no more oil and no refund. Not only did the shop manager offer this but the district manger said she could not speak with me and provided no resolution. I was left with a truck that is currently low on oil and no money to add nor replace the oil. I do in fact have picture proof of all stages of this complaint.Business Response
Date: 10/15/2024
Thank you for contacting Valvoline via BBB. We apologize for your experience and have documented your visit and shared with our management team.Initial Complaint
Date:01/03/2023
Type:Service or Repair IssuesStatus: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.
Mid January my son got a oil change on his car. He also get top offs. In February his heat on his car went out we thought is was something else. he only has to drive a few miles for work so his car doesn't really get time to over heat. July he had to drive far away half way to his destination his car started to over heat and the radiator fluids exploded. He had to get a tow. We took it to the mechanic and the mechanic said that something was put in the car. He had his radiator fully redid 2 years prior and the only thing he had done to his car from January was a oil change and top offs. So someone at valvoline had put what we think to be windshield washer fluid. Where the overflow and the windshield washer fluid spout is located it is understandable how this could have happened. I called valvoline to inform them about this the manager said he would look at the video and get back with me a few days later he said he would come and get a sample. The mechanic had flushed the car out but there was a lot of residue all over the engine. Instead of taking it from the engine he took it from a puddle of water by the car. He never got back with me with results i texted him a few times he said they haven't come in yet. i never heard from him. I then contacted Valvoline HQ they said someone will get back with me nope. I contacted HQ again. Someone finally got back with they said that the results showed 90% water duh of course it would if you get it from a puddle of water. I didn't hear from them I contacted them again they did a 3 way call the manager said he would get another sample from my sons car I gave him the address but nothing. I messaged HQ the person said that they denied the claim. I was confused they said they would call me in a few days. I decided to contact BBB I am getting no where with them the damage repair on his car is $1800 I asked the first manager if we can get his car repaired now after he got his sample he said yes. I have all communication with them.Business Response
Date: 02/01/2023
Our records indicate you have contacted the Customer Care team several times recently regarding this claim, requesting a copy of the test results. We want to assure you that our Customer Care team has sent your multiple requests to the management team. While we understand you do not accept the outcome of the decision the team has made, we want to advise that the the final decision lies with the management team on all claims matters. The denial for your claim stands based on the results as the management team shared with you during your conversation with them.Customer Answer
Date: 02/02/2023
Complaint: ********
I am rejecting this response because:Their employee put something in our radiator overflow which caused damage to our car. The Management retrieved a sample from a puddle of water on the ground. The manager quit or got fired. We were waiting for results no one ever got back to me. I continued to message. Finally talked to someone. The results came back that it was 90% water. Our radiator had been redone two years prior, and no other work had been done on our car except for oil changes. I talked to the new manager and he was supposed to get another sample. He asked for the address, but never came and got another sample. The top of the engine which is still dirty. He just decided that instead of making an effort to get a new sample done, he would just decline it . I have repeatedly asked for somebody to call me and they just don’t bother. They have no concern for customer service and I’m just being blowed off by this company even though their employer made a mistake I would like to get compensation for the damage that I had to pay for. The previous manager told us to get the car fixed. If I knew it was gonna be such a big hassle we would’ve waited but there’s still residue all over the engine as the picture show.
Sincerely,
***** ********Business Response
Date: 02/04/2023
We are in receipt of this guests claim, that said, our Customer Care team has sent multiple requests to the management team. While we do not want to disappoint our customers, again we advise that the final decision in the claims process lies with the management team. This claim has been denied based on the results as the management team shared with you during your conversation with them. This claim has been denied, closed, and no further action will be taken.Customer Answer
Date: 02/08/2023
Complaint: ********
I am rejecting this response because:The business said that the manager in the conversation rejected my claim. This was not so the manager said he was going to get another sample and he did not get another legitimate sample. The previous manager retrieved a sample from a puddle of water on the ground instead of taking it from the top of the engine. So the test results would have been in accurate by taking the sample from a puddle of water. Therefore the results stating that it was 90% water. The manager was dismissive of my complaint. If he would’ve done what he was saying he would do the test results with a showed a different story. But instead he just denied the claim. I have asked for the test results and they have not produced them. I am requesting that new test results be taken. There is still plenty of residue all over our engine that another sample can be made. Thank you.
Sincerely,
***** ********Initial Complaint
Date:12/27/2022
Type:Service or Repair IssuesStatus: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 in for an oil change before going to visit my dad in the hospital. They talked me into a transmission flush as well and long story short they put motor oil in the transmission. The only good part of this is an employee came to my house and told my wife what happened, who then called and told me. I went back and they flushed it and then I immediately had it checked at a real transmission shop, on my own dime as Valvoline refused to cover that expense as well. The transmission shop told me the damage was already done after the vehicle had been driven with the oil in the transmission. Valvoline is denying my claim because I can't prove they caused the damage.Business Response
Date: 02/01/2023
We are sorry to hear this guest was disappointed in their visit. Our records indicate a claim was started that was thoroughly investigated by our management team. Based on the investigation and the estimate received from the dealership, our management team determined the issue was related to pre-existing damage to the transmission. This claim has been denied and closed, no further action will be taken.Initial Complaint
Date:12/27/2022
Type:Service or Repair IssuesStatus: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 December 8 and 9, 2022, I had an oil change at Mr Tire in Hampton, VA, where Valvoline had a promotion for an oil change. Valvoline was promoting a $20 rebate check an oil change. The company has neglected to mail my rebate checks for my oil changes at Mr. Tire. The company has use false advertising techniques to scam customers to purchasing an oil change. I would like the public to "Be Aware" of any promotion by Valvoline where the qualifications for the promotion are not stated in their advertisement. I would like to receive my $40 for my oil changes at Mr. tire. False Advertisement!!!Business Response
Date: 02/01/2023
We are sorry to hear of the issue the guest had regarding a rebate. For assistance and questions regarding rebates, they will need to reach out to our Promotions team. Promotions can be reached at *************Initial Complaint
Date:12/27/2022
Type:Service or Repair IssuesStatus: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 over hear the staff mention something about something breaking. I pay it no mind cause they were working on several cars… I drive out of the store and 3 miles down the road my car breaks down… I pop the hood and see they left the battery tester connected to my battery??????? then I see this massive crack in my intake hose. I went back to store asked to demonstrate what they do. *** grabs the filter cover removes it and cranks back the hose precisely where the damage is. Moral of the story is they caused more damage than good to my car. They couldn’t even do the basics like remove the battery tester from the battery… I would not recommend going to this store to get an oil change even if you are in a big hurry. After meeting with professionals they said too much air coming in through the hose is causing care to bog down or just die. Keep in mind this Honda has never had even a hick up prior to *** and Valvoline damaging my intake hose… NEVER LET THEM TOUCH YOUR FILTER, THEY MAY DAMAGE HOSE IN THE PROCESSBusiness Response
Date: 12/27/2022
We are in receipt of this guests complaints regarding the denied claim. Our records indicate that the management team reviewed the the footage from the guests visit and determined that the claim would be denied since the services received at our facility were determined to be performed correctly during this guests visit. We stand behind the management teams decision to deny the claim and no further action will be taken by our team.Customer Answer
Date: 12/27/2022
Complaint: ********
I am rejecting this response because: They damaged my car and refuse to take responsibility. I would request access of the video to prove my claim. I have asked them to view video with them and that denied. I would like them to cover cost of repair from the damage they caused
Sincerely,
***** ******Business Response
Date: 12/28/2022
We are in receipt of this guests complaints regarding the denied claim. We stand behind the management teams decision to deny the claim since the investigation they conducted showed that the issues the guest experienced are not related to services received at our facility. No further action will be taken by our team. The claim is denied.Customer Answer
Date: 12/29/2022
Complaint: ********
I am rejecting this response because: I would like a copy of the video, my intent will be small claims after this process is exhausted. Your team cracked my hose when they checked my filter, without my permission and the video will prove that. Provide a copy to me , if your confidence is so high in your team sharing the video will verify that. Looking forward to the video copy
Sincerely,
***** ******Initial Complaint
Date:12/14/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My 2017 Subaru Legacy was serviced at Valvoline on 8-8-22 and received oil change & air filter replacement. Paid invoice of $149.78. When driving away from Valvoline, car was struggling to operate, wouldn't pick up any speed & jumping & making noise. Took back immediately to Valvoline who then did a manual flush of motor oil & transmission fluid saying there had been cross contamination. Car drove OK briefly and started acting up again. Took car to Subaru dealer (Moon Twp, PA) who contacted Valvoline about the problem. Valvoline, in discussion with Subaru, agreed to reimburse me for the work Subaru would do to try again to fix the problem. Subaru did transmission fluid flush and fill. I paid the bill of $542.59 and Valvoline sent me a check for reimbursement. The car worked okay for another brief period until same type of problems and car broke down completely on ~Oct. 15, 2022 and I had to have it towed to Subaru (called Valvoline & they instructed me to tow car to Subaru since they worked on it last). Subaru has now provided me with a written sheet of the problems they identified and recommend the installation of a new transmission with an approx cost of $8,504.25. My car is still on the Subaru lot and they want it removed and I need a resolution to this problem immediately. I have no car at my disposal and having great difficulty getting to work. Valvoline admitted to causing the problems initially and the end result is that the car needs a new transmission which I can't afford and should not be responsible for. I need Valvoline to communicate with me and take responsibility for their actions with a fair resolution. I have been without my vehicle for 10 weeks and under severe stress and anxiety to secure transportation to work. --***** ******, 12/13/22Business Response
Date: 12/14/2022
We are in receipt of this guests complaint, our records indicate that the management team has denied this due to the fact that the Subaru Dealership was the last location to service the vehicle. No further action will be taken regarding this claim, and the issues the guest is now experiencing should be addressed with the Dealership. This claim is closed.Customer Answer
Date: 12/28/2022
I do not agree. This was all a direct issue caused by valvoline, they are responsible for the problem they directly caused. Yes Subaru worked on the car last, they were attempting to fix a problem CAUSED by Valvoline! The new transmission needed is a direct result of the cross contamination done at Valvoline. I want this matter pursued to full resolution of a new transmission for the car paid for by Valvoline.
I am looking forward to hearing from you and taking the next step.!
Initial Complaint
Date:12/12/2022
Type:Service or Repair IssuesStatus: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 12th I went to Valvoline in ******** ***** to have my oil changed. The service technician broke off my oil dipstick in the car engine. They spent over 3 hours trying to get the dipstick out of my car. They used baking soda, a magnet, shop vacuum, a screw driver, and high-pressurized air. The technicians at Valvoline also tried to pull out the tube that the dipstick was stuck in. They ended up making the situation worse and pushed the dipstick further down where there are gears.
I was told that I would have to use their approved mechanic to get the dipstick out and complete the service. They asked me to turn my car on to see if they could hear any grinding because of how far down the dipstick had moved. They told me that the car was safe to drive until Monday. They said to expect a call Monday morning before 10am. I did not receive a call and called them instead. The manager ****** was happy that I call because they deleted my visit from their system and since I was a new customer they did not have a means to call me. They scheduled me an appointment with their mechanic at ********** ****. They were able to get the dipstick out of my car, replace it, and complete an oil change in about two hours.
A week after getting my oil changed my oil light in my dashboard when on. I checked the new dipstick and their was no oil on it, it would not be the first time a mechanic did not put oil in my car. I consulted my dad on what oil I would needed and confirmed with the staff at an auto parts store. Another week later the oil light went on and there was no oil on the dipstick.
I contacted ********** and they asked me to bring it in and that they would look at it. ********** confirmed that the high pressurized air blowout the rear main seal, and that Valvoline told him that. ********** said that my car is not safe to drive and that Valvoline is at fault and admitted that. Valvoline said that it was not their fault and the claim is denied and would stay denied.Business Response
Date: 12/12/2022
We are sorry to hear of this guests frustrations, however, this is the first time we are hearing of it. The guest did not call/email/chat with us to start a claim with our Customer Care team - we invite the guest to do so, we can not investigate the issue further until this is happens. Our Customer Care team can be reached at ************ or you can email us at ******************.com and please reference your case number - *********.Initial Complaint
Date:12/12/2022
Type:Service or Repair IssuesStatus: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.
So the last time I went for an oil change. They told me they ran out of conventional oil. So I asked the guy after me if he got conventional oil and he did . I went back to the same place in ********** **. They were like so do you want to do the same oil. I said no I’d like conventional oil. The guy says “Oh we ran out of that”. Again. Place is such a rip offBusiness Response
Date: 12/12/2022
We appreciate that this guest took the time to share this feedback with us. Many of our locations have experienced shortages on our most commonly used items such as oil, filters and even wipers. We apologize for any inconvenience this may have caused during this guests visit and want to assure you that we're actively working to resolve these shortages as quickly as possible.Initial Complaint
Date:12/09/2022
Type:Service or Repair IssuesStatus: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.
Claim Number: *********** First of all, I'd like to start by saying, "I'm a long time Valvoline customer but I will never, NEVER use their services again. " November 2022, I went to Valvoline, grand ledge, Michigan to receive a full standard oil change. after i left the shop, assuming all was well, i drove home. approximately 20 miles later (20 miles distance to house) by engine began clunking and long story short, the technicians at Valvoline failed a major safety hazard, and didn't secure my oil drain plug securely causing all the oil to drain out and a mirage of engine problems, including an engine seizure and a declaration of vehicle totaled from a local repair shop (invoice include). Fast forward to today, 12/8/2022, i have no vehicle to drive and a $7,000.00 repair bill! I filed a claim with Valvoline and had a visit by the store manager, ****** to inspect the damage, alongside ******* assistant manager. After they evaluated the damage, i was told by ****** we will contact you Monday. Monday comes along and I receive a call from ***** claiming he couldn't confirm the details of the invoice i gave him and stated "we aren't going to be able to help you out": and hangs up. I have no option to appeal? no higher authority to appeal my grievance with *****? i wasn't even offered a refund on the oil change either, how about them apples? this company is a joke, I am sure we will receive a reply from Valvoline on BBB claiming no wrongdoing and state my claim is denied for such and such and offer no reimbursement whatsoever. we are furious and I promise, this fight is far from over!! -***** ******** Charlotte, MichiganBusiness Response
Date: 12/09/2022
We are in receipt of this guests claim, and have extensive notes and emails from mechanics the guest was supposed to have visited. Several of the emails included fake invoices, each mechanic we reached out to made this very clear. There was one mechanic that could confirm he did see the vehicle but that was in 2013. The guest also sent photos of his car that we wouldn't have touched during any service, trying to claim that we damaged. On his original Social Media Review, he stated that he had just been to Valvoline within 2 weeks when it has actually been 2 full months since his last visit with us. We stand by managements decision - this claim has been denied, closed, and no further action will be taken.Customer Answer
Date: 12/12/2022
Complaint: ********
I am rejecting this response because: this is inaccurate, false information.
Sincerely, the *********
***** *Business Response
Date: 12/14/2022
We are in receipt of this guests claim, and have extensive notes and emails from mechanics the guest was supposed to have visited. Several of the emails included fake invoices, each mechanic we reached out to made this very clear. There was one mechanic that could confirm he did see the vehicle but that was in 2013. The guest also sent photos of his car that we wouldn't have touched during any service, trying to claim that we damaged. On his original Social Media Review, he stated that he had just been to Valvoline within 2 weeks when it has actually been 2 full months since his last visit with us. We stand by managements decision - this claim has been denied, closed, and no further action will be taken.Initial Complaint
Date:12/08/2022
Type:Service or Repair IssuesStatus: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.
Came in with a coupon that they mailed me and said it was expired and I could not use it even though the last time I was there they said I could use expired coupons. When I questioned that, they gave me an attitude. I'm sorry I don't drive. 5k mile within a month of oil changes. They also did not check tire pressure or oil joints and hinges. Their customer service has went down hill within six months and I will no longer visit this location. Instead I will drive 15 miles out of my way to visit a corporate store.Business Response
Date: 12/08/2022
We appreciate that this guest took the time to reach out to us and share their feedback regarding their recent service experience and apologize for any miscommunication from our team. Once expired, coupons can no longer be utilized or scanned at any of our service centers. The good news is there are almost always coupons available for our guests to use on our website, social media or even Groupon. We will be sure to share your feedback with the management team for continued training and improvement purposes.Customer Answer
Date: 12/09/2022
********** ********
I am rejecting this response because:If they aren't going to honor expired coupons that they send out, they shouldn't send them out right after the customer gets an oil change and be more polite about refusing the coupon. Be empathic and understanding. Also, instead of standing around waiting for the bottom guy to do his job, do your job and check tire pressure and refill other fluids like you use to.
Sincerely,
***** ****Business Response
Date: 12/09/2022
We will share *****'s comments with management for continued improvement and coaching.Customer Answer
Date: 12/12/2022
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,
***** ****
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