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

  
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  Valvoline Instant Oil Change

  6110 Shepherdsville Rd Louisville, KY 40228-1024

  
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  Valvoline Instant Oil Change

  3608 Bardstown Rd Louisville, KY 40218

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/05/2022

  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 10/19/22 we took our 2015 volkswagon Passat to Valvoline at 10229 Watson Rd for a oil change that cost $107 .00 . On 12/02/22 the car stopped running while in line at *** ******** *thought it was a dead battery called AAA to bring a new battery. The techs showed up n tried to start the car and heard a rattle so the tech checked the car over n discovered that there was no oil in the car . It was bone dry . So they informed us not to try to start it anymore but have it towed a repair shop. Called Valvoline right away spoke to tech ****** and explained the situation . ****** right away apologized for the issue and assured me that Valvoline would take care of the problem and would have the manager follow up immediately. No one called all evening so I went to the Valvoline location in sunset hills n spoke with manager ***** This was not a positive meeting where **** down played the, no oil in the car statement. Said he would look at footage sometime this week n get back with us by Friday coming up. This is unacceptable. Here is what's confusing as I was there I witness the techs trying to figure out how to remove a oil drain plug from 2022 Chevy. Had to ask the driver to see her manual ??? My question is what happen to the oil ?????. Will know more once the volkswagon dealership evaluate the car.

  Business Response

  Date: 12/15/2022

  We are in receipt of this guests complaint, at this time Customer Care has no records of an open claim for this guest. We would be happy to start a claim on this guests behalf and encourage the guest to call Customer Care directly at ************ and reference claim number *********. We apologize for any frustration this guest may have experienced up to this point. 

• Initial Complaint

  Date:11/28/2022

  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 my transmission fluid too off now my vehicle won’t move at all I have 2019 Chevy Malibu I contacted them multiple times they keep giving me the run around ******* has yet to give me an call how is corporate calling you and you can’t answer I had mechanic come look at it and he say they use wrong oil and the body valve is damaged because of what they did now car won’t even move an inch then I pop the hood I see nothing but a pond of oil just sitting in a pan not covered not nothing just out

  Business Response

  Date: 11/28/2022

  We are in receipt of this guests complaint, and we want to address this guests concerns. However, were not able to locate a claim under the guests name as listed on this BBB complaint in our system; because of this our team is not able to address this guests complaints. 
  
  We ask that this guest contacts our Customer Care team to provide the accurate information, we can be reached at ************ and reference case ********** 

• Initial Complaint

  Date:11/22/2022

  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 went in Valvoline for a small rear diff leak. Paid $170 now the leak is Even worse and the noise way louder

  Business Response

  Date: 11/22/2022

  Our records indicate the guest had a claim with us that was investigated thoroughly by our upper management team. Upon arrival, the vehicle had little to no fluid in the rear differential. When servicing the vehicle the technicians discovered leaks from the rear differential seals. The drain plug was confirmed to have been correctly replaced. Due to these findings, the claim has been denied and no further action will be taken.
  
  

  Customer Answer

  Date: 11/23/2022

  
  
  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,
  
  
  
  ****** ****

• Initial Complaint

  Date:11/15/2022

  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 received an oil change July 12th, just a few days before my sons 4th birthday. I checked my oil that morning and noticed it was a bit low, within the hour, I left work to have my oil changed. Everything went fine, and I went back to work. My car sat for 5 hours until I was off of work. I didn’t even make it 20 miles away, and my car died in the middle of the road. Upon start up, it was knocking horribly. I saw oil dumping out of my car and shut it off immediately. The oil covered my friends tow truck bed on the way back to the closest valvoline location. Upon arrival, when the employee got under my car, she stated my oil was still full and that the Graham, Wa valvoline location had overfilled my engine with oil. All of us present in awe, and she redid the oil change hoping it might fix an obviously irreversible screw up. The manager of the other location was rude, and blatantly stated they did nothing wrong. My car was “diagnosed”at a shop that they paid for. They wouldn’t let them get into my engine to find the main cause of the internal rod knock, but with what they were allowed to do, they determined my engine was over filled with oil and recommended a new engine. The manager of Valvoline still refused to take liability. They input my mileage wrong every time I had been into valvoline, each time I told them this, and they promised to fix it. No one ever did. They say I went way over due for an oil change, which I did not. I don’t have proof of this except my first visit they put my car at 11,000 miles when I bought it with 72,000 on it. I have all paperwork for that. I’ve been without a running vehicle ever since. Making my life so difficult, paying on a car I can’t drive. Can’t see or take my son places. Relying on others to get to work. I don’t know what to do anymore.

  Business Response

  Date: 11/15/2022

  We are in receipt of this guests complaint, and located the denied claim in our system. Our records indicate the management team denied the claim based on the findings of the diagnosis, the mechanic determined that the issues this guest experienced were not related to services received at our facilities. If this guest has additional information that may impact this claim decision they would like the management team to review, we ask that they contact the Customer Care team at ************. The claim number is *********. The claim remains denied. 

• Initial Complaint

  Date:11/07/2022

  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 Thursday, October 20th, 2022, I went to Valvoline for an oil change. The next day, while driving my car stopped and oil leaked out everywhere. The oil filter was installed incorrectly. I got the run around for days that someone was to come look at it and had to make a customer service claim(****** *********). By the following Thursday, a man by the name ****** finally came to change the filter but I was still asked not to drive the car until further inspected. He stated to me that he was going to take a look at the visual and audio footage to see how it sounded when arriving for the oil change. That took 2 days. ****** called me and said that he was going to have a tow come pick the car up for a diagnostic and we'll go from there ( I would thought that he had already looked at the footage before contacting a tow). 3 days after my car was picked up I received a call from ****** stating that Valvoline has decided the gasket blown was not their fault, the engine would cost more than the car is worth, and that I now have to pay for the tow and diagnostic. I feel that the whole situation was handled improperly. I asked to see the footage and was denied. The order in which they did things was incorrect as well. As of November 7, 2022, I do not have my car and/or nothings been resolved.

  Business Response

  Date: 11/10/2022

  We are in receipt of this guests complaint, we located the guests claim and reviewed the claim notes in our system. Our records indicate that the claim was denied based on the investigation outcome. Since the vehicle had an engine knock before the services the guest received at our facility this claim has been denied, no further action will be taken. During the conversation where the denial was expressed, this guest stated that they would be seeking the legal path moving forward, we want to advise this guest that if they have sought legal council our team cannot speak to them further. All communication must be sent in writing to the ********* ***** **** ** *** ********* **** ********** ******** ****** 

  Customer Answer

  Date: 11/10/2022

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

  Business Response

  Date: 11/14/2022

  We've received the rejection, without a reason. Our upper management team has conducted a rigorous investigation regarding this claim, the vehicle was knocking before any service was started at our facility. The preexisting engine knocking is the reason this guest's claim has been denied, and no further action will be taken. We will share the previous response regarding legal with the guest once more.  This guest stated previously that they would be seeking the legal path moving forward, we want to advise this guest that if they have sought legal council our team cannot speak to them further. All communication must be sent in writing to the Valvoline Legal team at *** ********* **** ********** ******** ****** 

• Initial Complaint

  Date:11/07/2022

  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.

  Im writing as I need to speak urgently with a Manager or someone that could help us with a current situation we are dealing with the Valvoline in Hospitality Lane in Fredericksburg, Virginia.
  
  We went today (3 November 2022) to get Oil change and wiper blade change but we came out without our car working. We had to leave the car in the Valvoline store outside with the windows open because the people at the store didnt know what happened to the car after they service it.
  
  After changing the oil and having confirmation from the Valvoline Team that the battery was checked and working fine, they told me to turn on the car, however it wasnt successful.
  
  The team told me that it was the battery, but minutes ago they have told me the battery was working correctly.
  
  We tried one more time with the jumper. For some reason there were sparks and smoke when trying to ignite the car with the jumper.
  
  We tried a second time and we were able to turn the car, but this is when we saw that the car was showing all error lights and was giving notifications advising that there were errors with the Airbags, brakes, ABS, etc. The radio, lights, windows, lock, Alarm, A/C are not working. The odometer is not showing temperature and other data. Steering wheel and shift sticks are locked.
  
  We were advised by John, The Manager, via phone that they were going to be staying with the car overnight and advise us to come back in the morning. (We are here 9AM just said its not my problm) Also it was confirmed by him that the car was going to stay inside the store, but later it was moved outside with the windows open which is a high concern for us as we had personal items in the car.
  
  We werent offered any transportation or assistance by the Manager. We were left alone in the cold, in the night, outside the store without my car, without a way to get back.
  
  We look forward to hearing from you and having a resolution on this case as every single day without the car working is money that we are losing.

  Business Response

  Date: 11/10/2022

  We are in receipt of ******** ***  BBB complaint. Here at Valvoline Instant Oil Change we are committed to
  customer service and excellence at each one of our locations. We're sorry to
  hear ********'s experience was anything less than exemplary. We operate with a
  system of second checks to ensure every step of our service is performed
  properly. Our goal is to be fair and honest while delivering thorough and
  efficient service. It is our desire for each customer to leave feeling
  satisfied and confident in our work. *** * contacted our office regarding the vehicle not starting after service. After unsuccessfully troubleshooting, the vehicle was towed to the dealership for diagnosis. Per the diagnostic report from the dealership  we must respectfully deny any
  liability. The remote starter was not wired correctly per the dealership. ********'s issue is not related to our service on the vehicle.
  
  Thank you,
  Valvoline Customer Care

• Initial Complaint

  Date:11/01/2022

  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 got a oil change with them and the filter placed wasn’t correct which required me to go to a dealership and get it corrected plus other fees caused by the problem

  Business Response

  Date: 11/04/2022

  We are in
  receipt of ******* ****'s BBB complaint. Here at Valvoline Instant Oil Change
  we are committed to customer service and excellence at each one of our
  locations. We're sorry to hear her experience was anything less than
  exemplary. It is our desire for each customer to leave feeling satisfied and
  confident in our work. Our promise to our guests is to
  do all we can to them avoid costly, inconvenient break downs. Our
  intention is to be fair and honest while providing thorough and efficient
  services. The Area Manager requested the reimbursement of $150.00 for engine cleaning and a refund of our oil change service of $72.34 for a total of $222.34 on 10/17/2022. The check was processed on 10/21/2022.     

  
  Thank you, 
  Valvoline
  Customer Care

  Customer Answer

  Date: 11/10/2022

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

• Initial Complaint

  Date:11/01/2022

  Type:Sales and Advertising 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, on November 1, 2022, I searched cheap oil change and an ad for 50% off came up. Unfortunately the store only offered me 7 dollars off and claimed that they had no control over that ad.
  
  I would like for valvoline to honor this and refund me.

  Business Response

  Date: 11/09/2022

  We would like to make it known that this guest has never reached out to our Customer Care department. We advise the guest to contact us regarding this complaint. 
  
  Customer Care can be reached by emailing us:
  *********************** include your VIN, and reference ********* in the subject field. 
  
  We would also like to advise this guest that 50% off coupons are only accepted during a specific time frame and cannot be applied to the invoice unless the guest can supply a bar code. It appears from the photograph and because of the statement made by the guest, no bar code was given. 

• Initial Complaint

  Date:10/31/2022

  Type:Customer Service 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.

  9/20/22
  The technician did not put the skid plate back properly causing it to fall down while driving. This caused damage to the skid plate and vehicle. Returned to the store to have them fix it and it was not fixed or secured properly resulting in me taking it to the dealer to have them fix it properly. The dealer charged me to fix it and now I'm charging the store to fix damages as they were the ones that caused the damages. I have started a claim, my number is ********. I have not heard back and want to speak to management to have this issue resolved. I have called in and they have claimed to have reached out to me and they have not.
  9/28/22
  At this point, I have not been contacted by any management and I have had to call corporate several times to try and get this resolved, to which I have been unable to speak with anyone that is able to resolve this matter. Damages to the vehicle are 264.32 at this time. This amount could change due to lawyer fees if they are unwilling to resolve this matter.

  Business Response

  Date: 11/09/2022

  We are in receipt of this guests claim, and allow me to be the first to apologize for this delay. I have personally taken care of this payment to be sent out to the guest for the amount desired. This was setup today 11/09 and is currently awaiting fulfillment,  via check to be mailed to the guest. If the guest has further questions he is welcome to call our Customer Care department at 800-327-8242 or email us at *********************** *** ******* ********* ** *** ******* ****** 

• Initial Complaint

  Date:10/27/2022

  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 October 11, 2022 I went for an oil change and tension belt replacement, While attempting to loosen the tension bolt the service technician yank on the bolt so hard that it rocked my truck. I could no longer steer my truck and had to have it towed to an auto repair shop. I informed the manager at this location and she said that she noticed that the tension belt was removed off of the vehicle. The tow truck arrived later in the afternoon, so I got home late, and filed the complaint with Valvoline the next day at 1-800-327-8242. I e-mail the receipt for the service I received at Valvoline and the tow truck and auto repair shop receipt for extracting the broken bolt from my engine and the other repair cost. I talked with Ms. ******* *. on Monday, October 24th and e-mail the pictures again, because she said they had not received the other pictures. I talked with **** on October 25th and asked him to e-mail me a denial of my request for reimbursement, if they were not going to reimbursement me for the damage and repair cost to my truck for $363,09. I have not received a response from Ms. ******* *. or **** of Valvoline since I last talked to **** on October 25th. The complaint number is *********.

  Business Response

  Date: 10/28/2022

  Our records indicate this guest had a claim with us that was investigated by our management team. Management reviewed the video footage from service, which verified all aspects of service were performed correctly. Neither the serpentine belt or tensioner were touched during service. The belt did come off the vehicle as the guest was leaving. At that time, it was discovered that the tensioner was the issue. The team attempted to put the belt back on the vehicle, but were unable to. All of this was confirmed via video footage as well. The guest also stated that they sent over photos to be reviewed in relation to their claim. Photos were not received and when the guest was asked to try sending them over again, they refused. Due to the findings described above during the investigation, the claim has been denied. No further action will be taken and the claim is closed.