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:10/27/2022

  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.

  When I got an oil change this summer, Valvoline reported my car mileage to ***** **** without notifying me and without my permission. They sold my personal information. My insurance went up by $200/ year

  Business Response

  Date: 10/28/2022

  Valvoline does sell/share data according to our privacy policy, which
  you can locate here: https://www.vioc.com/privacy-policy . As always, you have the option to opt out at any time. Simply send a request
  to ********************* and we’ll
  do the rest!

• Initial Complaint

  Date:10/25/2022

  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.

  On or around the 10/02/2022 I went to valvoline location on Panola Rd, located in GA. They conducted an oil change and forget or did replace my skid plate properly. Therefore, it led to the bending and destruction of skid plate. It hindered me from working and only got paid 283.75 for that week. I’ve been back and forth with them inregards to compensation and getting my new skid plate. It’s now October 18th and I feel as though it’s not going anywhere.

  Business Response

  Date: 10/26/2022

  We are in receipt of this guests claim, and apologize that it has taken longer than expected to get this resolved. We reached out to Management today 10/26, to have the store manager contact this guest and discuss the resolution. We appreciate the guests on going patience during this time. 

• Initial Complaint

  Date:10/25/2022

  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 September 16, 2022 I visited Valvoline Instant Oil Change, 3500 N Federal Hwy,
  Lighthouse Point, Florida. 33064, United States of America. I went in for an oil change. The oil change was done but the oil filter was not replaced which came to our attention only weeks after the visit. On October 24, 2022 we brought the vehicle back to Valvoline claiming there was an issue with an oil leak. At this moment we realized the oil filter was never replaced which was part of the service of getting the oil changed. They have caused severe damage to my vehicle and spilled oil all over the engine while we went in for the visit. I seek this location to be held responsible for their actions.

  Business Response

  Date: 10/26/2022

  We are sorry to hear of this guests experience. That said, we can not locate a claim in this customers name, we will need the VIN information to try and pull information up for this issue. Once we are able to locate information, we can proceed. The guest states he has spoken with Claims, even if they could supply a Claims ticket number we can pull the information that way as well.
  
  Please contact our Customer Care team at 800-327-8242 and reference this claim number - *********
  
  We apologize for this inconvenience, but will keep an eye out for a response.
  
  

• Initial Complaint

  Date:10/25/2022

  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 August 13,2022. I took my fiancé 2014 ****** ********** to be serviced by getting a oil change at the Valvoline in Apopka Fl off of Orange blossom trail. It was suggested by ******* the mechanic that I also get my fluid flushed. After leaving I started to hear a noise. After returning to Mount Dora where we live I looked under the hood to see that there was a screwdriver jammed in the engine department as well the oil dip stick not installed. Also the tank for the radiator overfill was not properly serviced. The Ac service port caps were not installed either. We went to the valvoline in mount dora on sept 3rd after the noise got worse to have it looked at to valvoline closest to mount dora. That location wasn’t able to hear the noise. The car wasn’t placed on a lift to be inspected and they stated it wasn’t anything they could do to fix it. The noise persisted. Then on October 8th I took the ********** in to be looked after seeing the radiator overfill tank was empty. ****** was the mechanic who looked over the vehicle and poured in radiator fluid and told us to call the service center and have a claim made due to the mechanics who worked on the vehicle we’re no longer employed their. After the fluid had been topped off the cars serpentine belt popped off and smoke came out of the car. The car is no longer drivable. I called Valvoline and was directed to *** the assistant manager that he would fix the belt and pay to have the car towed to him. Once I called him back within 2 hours his story changed sts there had to be a revieAfter weeks of phone calls, ***** came out and looked over the vehicle at my home at **** ********** ** and stated that since we took so long to make a claim that there wasn’t going to be anything done to fix the vehicle. I stated all I wanted was a refund of the money I paid to have the car serviced. Which came out to be 427.31. Today Oct 21 2022 I was told by the assistant manager *** there is nothing that they are willing to do to help.

  Business Response

  Date: 10/26/2022

  We are in receipt of this guests claim, our records indicate this claim has been thoroughly investigated by our upper management team. Upon inspection of the vehicle, it was found that the radiator has a crack in it and that we would be denying this claim. The guest has been in contact with upper management and news of the denial has already been relayed to the guest. The results of the investigation prove that the issue was not due to the service we completed.  The final decision lies with the management team they have determined the guest visit was handled properly. This claim is closed and denied. No further action will be taken.

• Initial Complaint

  Date:10/25/2022

  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 got my daughters car an oil change at Valvoline oil change on Thursday August 25th, 2022. I paid $52. 62 for the oil change. Valvoline 366 Centre Street Quincy Mass 02169. My daughter came home Monday August 29th. She stated that it sounded like her car was going to blow up. I took the vehicle to my mechanic Tuesday August 30th. ***** *** *** ******** **** Dorchester Mass 02122. ************. My mechanic stated that there was no oil in the engine and the engine had failed because of that. I told him I had gotten an oil change Thursday at Valvoline. The vehicle was driven less than 45 miles from the time I got the oil change till the time the engine failed. My mechanic stated that somehow the oil in the engine had leaked out because of something that the techs at Valvoline had done or didn't do. He stated that he did not know how long the engine would last because of the damage done to it with no oil in it. He did his own oil change and also added a high milage additive. I got a call from my daughter on the side of the road on Monday September 26th. She stated that all the dashboard lights had come on and the car would not drive. The Engine had catastrophically failed. I received a call from ******* the manager at Valvoline. He went and looked at the vehicle. He stated that because the dash lights were on " you need a tune up on the vehicle". He knew he was going to assess the engine and knew it was not a tune up. I told him I needed a new engine not a tune up. He asked me over 20 times where the oil had leaked from. I responded 20 times that I had no idea. I was not running behind the car as it was leaking out. I spoke with claims and they said no claim. Claims stated that ******* had spoken to my mechanic and stated the engine was overfilled with oil and was just under firing. He never called my mechanic. Blatant lie to claims Which the claim was based on. Conflict of interest. Unfair business practice. Judge/ jury/ executioner. And wrong on so many levels.

  Business Response

  Date: 10/26/2022

  We are sorry to hear of this guests experience. That said, we can not locate a claim in this customers name, we will need the VIN information to try and pull information up for this issue. Once we are able to locate information, we can proceed. The guest states he has spoken with Claims, even if they could supply a Claims ticket number we can pull the information that way as well. We apologize for this inconvenience, but will keep an eye out for a response. 

• Initial Complaint

  Date:10/25/2022

  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 had an oil change at valvoline instant oil change located at 715 North Broadway Lexington ky after my oil change I notice that my ******** *** * was leaking oil I notified the manager *** he came out to my residence he put oil in my car then had me to bring my car back in to only have me to pay twenty dollars for more oil that he put back in my car however he told me that my oil filter housing was leaking this was broken by his technician either over tighten or cross threading when they changed my oil filter

  Business Response

  Date: 10/25/2022

  Currently this guests claim is pending investigation. Management is currently taking steps to assure this is completed, however we will ask for continued patience to do so. Management will reach out to this guest when they have made a decision. 

  Customer Answer

  Date: 11/07/2022

   
  
  Complaint: ********
   
  
  I am rejecting this response because: The consumer called BBB and said he has not received any updates form the business and it's investigation.
  
  
  
  Sincerely,
  
  
  ****** *****

  Business Response

  Date: 11/09/2022

  We are in receipt of this guests claim. The guest contacted Valvoline Customer Care 10/26 and was made aware the claim had been denied. He then went on to let us know he would be posting his feelings on Social Media. Per our Upper Management team, the guest called Valvoline 1000 miles after their service. After a thorough investigation, our DVR review proved everything was completed correctly and torqued to specifics. This claim has been closed, and denied. No further action will be taken.  

  Customer Answer

  Date: 11/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: valvoline instant oil change Manager *** laughed and thought it was funny when I took him my automobile to show where they damaged my oil filter housing by over torquing so as the bbb can see from his response that he said I waited a1000 miles into my oil change as you can see from the sticker it was for 3000 miles so if it wasn’t for my car messaging system saying it’s time for an oil change how would I know that valvoline instant oil change damaged my oil filter housing and cause my car to leak oil when in fact it is stated on the valvoline  instant oil change sticker 3000 miles so facts show my odometer did not reach 3000 miles in my oil change they damaged my oil filter housing and dont and continue to deny and not accept responsibility for there actions this business is bad and the manager just laughed like it was funny 
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:10/25/2022

  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 10/1/2022 I visited to Golf Course and Paradise location for an oil change after about 20 minutes of city one of the workers informed me that the dip stick was broke off and asked if I was aware and asked when was the last time I got an oil change was it with them I informed him it was… after another gentlemen proceeded to say the worker snapped the dip stick and while attempting to pull it out pushed it in.. I was told that we would receive a call from someone in order to have *** pull it out and replace the dip stick. I have made several attempts to call the location and I have yet to speak to anyone.

  Business Response

  Date: 10/25/2022

  We apologize that the guest has not been able to get through to anyone at the location to discuss this issue. However, we do not have a claim for this guest in our system. We ask that the guest reach out to us to setup a claim for this complaint. Our Customer Care team can be reached at 800-327-8242 or via live chat by visiting our website www.vioc.com - mention ticket *********. 

  Customer Answer

  Date: 11/09/2022

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  In reference to complaint ID .********, , I agree to participate in BBB Mediation.

  
  

  Regards,

  
  

  ***** ******

  Business Response

  Date: 11/09/2022

  Better Business Bureau:

  
  

  I would like to reject the offer of Mediation for complaint ID ********.

  Thank you

• Initial Complaint

  Date:10/24/2022

  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.

  Took my car for an oil change, 7 days later my check engine light come on. They take my car back to fix it and they couldn’t fix it. Now I have to pay for my car to get fixed. When they ran a diagnostic on my car 3 codes pop out. Because 2 of those codes that’s came out were factory codes they are trying to put all three codes as factory codes which is a lie. The third code is about oil being stuck in motor and leaking which is directly related to the oil change they had provided and therefore should be liable and pay for my towing and the service of my car. Right now I’m having to spend 30 dlrs in **** just to go to work.

  Business Response

  Date: 10/24/2022

  We are in receipt of this guests claim, and apologize the process is taking time to complete. The Area Manager spoke with the guest today and apologized for the time it is taking - they were on vacation when this happened. The Area Manager went over what the mechanic said, stating that the vehicle was NOT double gasketed. He also stated he did not approve the repairs, and the mechanic changed something that did not need changed. The Area Manager did offer to cover the diagnostic fee and  the **** rides - to the point they diagnosed the issue. Today we also asked that the guest submit her receipts. At this point the claim remains in investigation. 

• Initial Complaint

  Date:10/12/2022

  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 came to VIOC on 10/6 for a transmission fluid exchange, after about an hour I asked how much longer is it going to be that I needed to go they initially told me it would take 20 minutes they said a piece of their equipment had broken off into my transmission and my car needed to be towed to their mechanic to get it out. I then waited 6 hours in my car and was told I had to leave my car running the whole time, after 6 hours of waiting in my car I was ready just to go home so I got a ride to my house left the car. On 10/7 I went to the mechanic where the car was towed, my car was ready and I went to work but noticed my check engine light was on. After work driving home my car started to shift erratically. On 10/8 I got the code read and it said it was a transmission solenoid, I then called Valvoline who said I needed to call the mechanic, the mechanic was closed until Monday 10/10, I called them first thing that morning and they said they would need to speak with a manager from Valvoline. After numerous times I finally got a hold of a manager and he said he would call me back. About 2 hours later I got a call back and said I could make an appointment on 10/11. I took my car first thing this morning, the mechanic took a look and said that he would need to speak with a manager again at Valvoline and either them or Valvoline would get a hold of me by today. I never received any call, I just want my car fixed it was running fine on Thursday before I came in to Valvoline then after I picked it up on Friday it's not. When I call customer service they just give me the runaround, the live chat is the same way. I've emailed with no response at all, it's like nobody wants to take responsibility for tearing my car up. I've had to miss work 2 days now and it's been such an inconvenience as I live in Winchester and their mechanic is in nicholasville I don't understand why I drove out there today if they were just going to give me the runaround. My claim #*********

  Business Response

  Date: 10/12/2022

  We have reviewed the
  notes from the claim and would like to provide the following: On 10/6 the store management called to imitate the claim. The guest called that same evening because they had been waiting
  on a tow truck after services at our facility. We see that later (Around 7:30 PM) this guest chatted in to our Customer Care team expressing
  frustration, this guest also inquired if they would be
  reimbursed for lost wages and that they needed to find a ride for work. Our Agent advised this guest that all Claims are handled by our field
  management and that we do not reimburse lost wages, and that management would
  need to approve any rental reimbursements as well. This guest then
  threatened to take legal action on our team, at which time we advised once he
  does this our team cannot communicate further. The guest expressed that he just
  would like his problem addressed and our team advised that we would be emailing
  the field to have them contact the guest. Shortly after this chat, our
  Store Manager called this guest and left a voicemail. On 10/7 the Store
  Manager attempted to contact the guest again, and left a second
  voicemail. Later our team received the invoice from the
  repair facility and  processed the payment to the
  facility. On 10/10 this guest chatted, he indicated
  that the vehicle was having issues shifting, and that the mechanic will need to
  look at the vehicle. Our agent advised that the repair
  facility should contact the manager if any repairs are needed for
  authorization. On 10/12 the store manager called to reach out to this
  guest about the claim, and left a voicemail as the guest was not
  available. Since this claim is pending results from the second assessment
  from the repair facility, should this guest have further requests, questions or
  concerns we ask that they call Customer Care Directly as no further action can
  be taken until the management team has made the final decision on the claim.

  Customer Answer

  Date: 10/13/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I didn't receive any calls on 10/6, 10/7, or 10/12 or I would have responded back. I took the car to the mechanic on Monday 10/11 and after they looked at the car he said he needed to speak with ** who is the manager of the VIOC I went to and I would be receiving a call back on when I could bring the car in for repair. I have not received a call back it is now 10/13.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 10/24/2022

  As previously stated, we have reviewed notes on this claim and what we have at this moment:
  
  10/6 - Store management called to initiate the the claim. The guest called that same evening because they had been waiting on a tow truck after services at our facility. We see that later (Around 7:30 PM) this guest chatted in to our Customer Care team expressing frustration, this guest also inquired if they would be reimbursed for lost wages and that they needed to find a ride for work. Our Agent advised this guest that all Claims are handled by our field management and that we do not reimburse lost wages, and that management would need to approve any rental reimbursements as well. This guest then threatened to take legal action on our team, at which time we advised once he does this our team cannot communicate further. The guest expressed that he just would like his problem addressed and our team advised that we would be emailing the field to have them contact the guest. Shortly after this chat, our Store Manager called this guest and left a voicemail. 
  
  10/7 - Store Manager attempted to contact the guest again, and left a second voicemail. Later our team received the invoice from the repair facility and  processed the payment to the facility. On 10/10 this guest chatted, he indicated that the vehicle was having issues shifting, and that the mechanic will need to look at the vehicle. Our agent advised that the repair facility should contact the manager if any repairs are needed for authorization. 
  
  10/12 - Store Manager called to reach out to this guest about the claim, and left a voicemail as the guest was not available.
  
  This claim is still pending results from the second assessment from the repair shop. If the guest has additional questions or concerns we ask that they call our Customer Care Team directly. No further action can or will be taken until the management team has made their final decision on this claim. 

• Initial Complaint

  Date:10/12/2022

  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.

  Visited Valvoline Instant Oil Change Located at 4160 Main Street
  Bridgeport, CT 06606. A full oil change was completed on my *** ******* on 7/19/2022. On 10/4/2022 my check engine light came on and I received a message of “reduced engine power”. I immediately called my dealership to inform them of the issue and once they inspected the vehicle they informed me that when the oil change was performed the following mistakes were made:
  1. The drain plug was stripped
  2. The washer plug that was used was too big.
  3. a defective after market oil filter was used.
  
  pictures were taken of all of the issues by *** dealership. All of these mistakes caused oil to leak out and I was unknowingly driving around with no oil in my car which resulted
  in extensive damage to my engine. Now the engine needs to be replaced and will cost 7K-8K in repairs. Valvoline needs to take responsibility for their horrible negligence of the job and pay for the repairs to the engine directly to ***. I will hire a lawyer and take this to court if it can’t be resolved here.

  Business Response

  Date: 10/12/2022

  Our records indicate you did have a claim with us that was escalated to our upper management team. While we never like to disappoint our customers, our management team has investigated your claim thoroughly and determined it is denied. Management verified the drain plug was not stripped and no leaks were present. They did still send the oil filter for testing as an additional measure. We apologize that this was not the outcome you expected.  If you have additional information about your claim please call Customer Care at 800-327-8242 and we will be happy to review.

  Customer Answer

  Date: 10/13/2022

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