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:10/11/2022

  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 for an oil change 4/23/2022 invoice # *****. The store location was 070123- Champions address 6606 FM 1960 Road West Houston, TX 77069. Since that time, Valvoline Instant Oil chage is the only mechanic that has worked on my vehicle or been under the hood. Recently I had to go under my hood to put windshield wiper fluid in because it was low. Unfortunately, I just discovered that my engine under car shield cover is missing from on top of my motor. Apparently, after changing my oil and topping off all my fluids the mechanic techs did not put the cover back on my engine. This is very unacceptable as well a disappointment. A customer should not have to inspect and go behind what is suppose to be professionals to make sure they did the work correctly and put back all the parts.
  
  This is not the first time I have had issues at this location. There is always an employee turnovers. There is always someone new working on and servicing your vehicle that is "in training." You should not have a person that is not properly trained yet working on customer vehicles unsupervised untile they know what they are doing.

  Business Response

  Date: 10/11/2022

  We have ran several searches for this guests claim, but have found nothing where he has reached out to Valvoline regarding this incident. We advise the customer he needs to
  start a claim with Valvoline Customer Care as outlined on Page  2 of his invoice. The guest may call our Customer Care team at 800-327-8242 or Live Chat by visiting www.vioc.com to begin the claim process. 

  Business Response

  Date: 11/02/2022

  We are in receipt of this guests complaint, and have reached out numerous times on his behalf. We have done this again today for this most recent request, and requested that upper management please contact the guest. Currently the investigation is still active, and we are working diligently to get this resolved. We do appreciate the guests on going patience. 

  Customer Answer

  Date: 11/05/2022

  
  
  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:10/06/2022

  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.

  Received oil change from business 9/24/2022. The amount paid was $39.01.
  
  Oil stains were present in my parking garage and my vehicle was heavily stained with oil on the underframe, which transferred to the side and back of the exterior during freeway travel. I opened a customer service complaint via phone and was told to return to the store for leak inspection on 9/26/2022.
  
  The issue was determined to be an oil filter that was not tightened properly. It was tightened and I was left to clean up the oil from all locations it leaked.
  
  I then contacted Valvoline customer service via the email address on the oil change receipt ([email protected]) on 9/26/2022 to ask for cleanup resources. I received no response, so I emailed a new message asking for a refund on 9/30/2022.
  No response has been received as of 10/6/2022.

  Business Response

  Date: 10/09/2022

  We are in receipt of this guests complaints, our Social Media team reached out to the management team to request authorization for your refund request. The management team approved this, a check in the amount of $39.01 has been mailed to the guest at the address on file. We apologize for any frustration this may have caused. At this time we consider this case resolved, no further action is required. 

  Customer Answer

  Date: 10/10/2022

  
  
  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.  Thank you for helping to contact a company that caused property damage and ignored me.
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:09/29/2022

  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.

  This past Sunday afternoon, September 24, 2022, (after driving to
  church and to a store with no problem whatsover driving my ***** ***), I took
  my *** to Valvoline (5800 Lyndale Avenue South, Minneapolis MN) just to have my
  oil changed.    The oil change was completed at 1:17pm.   When
  I left the shop I immediately noticed something was wrong and when I drove from
  the parking lot just a few blocks away there was an obvious issue with driving
  it, so I went back to Valvoline.   They looked at the engine (in the
  parking lot of their business) and told me there was nothing wrong with my
  vehicle, it was most likely just the “oil settling into the car and making its
  way through the filters.”   I drove off again but there were very
  loud "clunking" sounds and it was obvious there was something wrong
  and it was NOT driving properly.   I would not have been able to make
  it home since my car wouldn’t accelerate, it was rocking when idling, and it
  was not shifting gears.    I returned
  back to Valvoline and explained that there was a serious issue and I needed
  them to look at my car again.   While
  still in their parking lot I turned my car off, they checked the oil, and then
  when I went to start my car again it made a very loud clicking noise and would
  not start.    The oil, battery, and power
  steering light then came on and my car was completely dead.    They proceeded to tell me they were going
  to drain and redo all of the fluids in my car so they pushed my car into the
  building to do so.    After they had
  completed that, the car would still not start and I was told to leave it there
  overnight and they would be towing it to a shop they work with (*******) the
  following morning.
  
  On Monday (9/25) I called ******* and was told that there was
  “catastrophic” damage done to my car, but did not have any information on how
  the damage was caused.    I told them my *** was driving completely
  fine before I brought it to them for the oil change.   On Tuesday
  (9/26) morning I called Valvoline corporate to tell them what had happened so
  they could document it. I also called ******* to check in on my car with no
  updates from them.    On Wednesday (9/27)
  morning I called ******* yet again and was told that there was $3k - 4k worth
  of damage to my car (timing chain, tensioner, engine valves) and it could take
  up to 2 weeks to repair.    Shortly after,
  I received a call from *****, the manager of the Valvoline location, through
  their corporate office so there was a 3-way call, explaining that they had a
  "video" of them changing the oil but that I would need a
  "subpoena" to see the footage.    I called Valvoline
  corporate and requested to see the video footage as well as a rental car for
  the time being.    I also made a few
  calls to different mechanics to ask what could have happened to my vehicle and
  was told that it is possible they never put oil in it - just drained the old
  oil, or, they messed with the timing chain and caused major engine damage. 
    I do not know if they had a "trainee" change the oil and it
  wasn't done correctly with no oil put back in - or if there was
  "intentional damage" to my ***.    I now have no vehicle -
  I am planning to have it towed Monday (10/3) to another mechanic because I do
  not trust *******.    I cannot tow it until Valvoline pays for the
  tow and diagnostic charges, which ******* says they will bill Valvoline for and
  Valvoline is supposedly going to cover.   
  My car is currently being held at ******* until that happens.    I have had my oil changed at various
  Valvolines a number of times in the past with no problem . . . but that is not
  the case this time. 
  
  Again, I would appreciate your assistance with
  resolution to Valvoline causing $3 - 4K damage to my ***’s engine - when I
  brought it to them for a simple oil change.    I am also contacting
  the Minnesota Attorney General's office to submit this complaint and to ask for
  their assistance.    I should have a right to view the video of the
  oil change - yet they said I need a subpoena.    Furthermore, there
  is no video of them checking the engine in the parking lot the first time I
  drove it back in after the initial visit nor the second time I returned after
  being told to leave since “everything looked fine.”

  Business Response

  Date: 10/01/2022

  We are in receipt of the guests claim. Our records indicate this claim has been thoroughly investigated by our Upper Management team. Video footage from the guest's service visit indicate that the oil change was completed properly. The final decision lies with the management team and they have determined the guest's visit was handled properly. This claim is closed and denied. No further action will be taken. 

  Business Response

  Date: 10/03/2022

  Our records indicate that when this guests claim denial was expressed to them they requested to review the DVR. the management team denied this request. The final decision remains with the management team. No further action will be taken. 

  Customer Answer

  Date: 10/03/2022

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

  If valvoline continues to deny fault I will be continuing my conversation with corporate and planning to file a claim with the ******** ****** Civil Court.
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:09/21/2022

  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 19, I went to Valvoline in Ocala, Fl for an oil change and new wipers. When the technician was changing out the wipers, he dropped his tool on the passenger side of the windshield and caused it to crack. The manager told me they would have to file a claim to replace the windshield. He offered a discount for future services but did not discount any of my service that day which totaled over $300.
  After 2 weeks of not receiving any correspondence from Valvoline, I called and I was referred to a customer service number. They informed me that a claim had NOT been filed.
  After several phone calls to Valvoline customer service because no one was calling me with a resolution, I asked to be called by the regional manager.
  The regional manager called and his resolution was to file through my insurance. That was NOT an option as it counts as a claim and could affect my auto insurance rate. He then stated he would have to get quotes for the replacement of my windshield. This was approximately 2 weeks ago. I have not received a phone call from the regional manager. I consistently have been messaging with Valvoline and calling the customer service number and the only response is that I will receive a call from him.
  This Friday will mark six weeks since the incident. I have still not received a call from the regional manager.
  The crack is webbing into my line of sight and will have to be replaced very soon.
  Their lack of action to remedy this incident is unacceptable and highly unprofessional
  Claim # *********.

  Business Response

  Date: 09/21/2022

  We have reviewed this guests claim and want to advise that all claims are primarily handled by the management team for each location. We see that a member of management did advise the Customer Care team that they would be contacting this guest earlier this week. We have contacted them again and requested that they contact the guest ASAP; we apologize for the frustration felt during the claims process. 

• Initial Complaint

  Date:09/20/2022

  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 oil changed 3 day later my car said it needed oil so I take it back to get the to do it over they drain the oil and put the wrong oil back in my car and my engine is gone have to get a whole new engine because they put no oil in my car

  Business Response

  Date: 09/20/2022

  Hello - We do not have a previous claim open for this guest. I'm unable to locate anything with the information given. The guest would need to contact us either by calling 800-327-8242, or by contacting us via email at [email protected] please include the VIN, and all the information listed in the BBB - contact number, etc. 

• Initial Complaint

  Date:09/20/2022

  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 my oil changed at this company and they wasted oil onto my engine causing my car to misfire. They admitted fault and advised that they would pay for repairs. I had the car repaired by dealership and they provided the invoice to Valvoline for payment. The company has since advised that they are no longer willing to pay for the damage leaving me without my vehicle. This company only wants to pay a portion of what due to the dealership. I am now left with a bill that I’m not responsible for.

  Business Response

  Date: 09/20/2022

  We are in receipt of this guests complaint, our records indicate that during your conversation with the Area Manager on 09/19  he advised that the did verify that the Store Manager did not tell this guest we would pay for the full repairs on the vehicle. Additionally the Area Manager explained that the vehicle had been driven nearly 1300 miles after the services received at our facility, he advised the guest that we should not pay for any repairs but as a good faith gesture to this guest he was offering to pay $500 toward the repairs. No further action will be taken regarding this claim. Should this guest decide to accept the offer made by the Area Manger they can call Customer Care at 800-327-8242 and reference claim *********. 

  Customer Answer

  Date: 09/22/2022

  [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:

  
  

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  
  

  Regards,

  
  

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

  Business Response

  Date: 09/27/2022

  Better Business Bureau:

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

  Thank you.

• Initial Complaint

  Date:09/19/2022

  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.

  SUNDAY (9/4/22)- Oil change around 15:45. Left about 16:10 or so. Drove 1 mile and my car stopped while driving through an intersection. Checked my coolant after being pushed to the side of the road. It was empty. My receipt stated it was checked and it was OK. Not true. My car had to sit on the side of the road overnight. TUESDAY (9/6/22)- Went to Valvoline with my mom to speak to manager about the situation. She came to my car located at ******* to look it over. Stated she couldn’t get a good reading on oil because it was cold and car was on an incline (it was not). She, instead focused on my battery. Battery tested great. She looked under car and stated the plug from oil change was on tight. She asked me to start car repeatedly to try and get car to start, still focusing on the battery being the issue. I even went with her to Valvoline as she wanted to get a new battery to see if that was the issue. The guy next door at Valvoline gave her his tester instead. Stating it would be more effective. (I believe his name is ******). Again, battery tested good. In the end she stated it was my starter. My starter was replaced 6 months ago, and the car stopped while I was driving. WEDNESDAY (9/7/22)- I had a certified mechanic come out from ******** and he had a mechanic from Valvoline meet us at my car. (******* was his name I believe). Oil was checked, dip stick was completely dry. No oil. Again, no oil leak under car either. He then got under my car to check engine, only to find out that my engine was locked. He then had ******* get under and verify. ******* said “Hmmm”. My brother drove out to Bremerton from Lynwood to tow my car out of *******. We both went to talk to Manager at ******* **** ******. (*****) about the situation. They are well known to be very honest. He stated they are backed up but I could have my car towed there and he would get it in as soon as he could to do a diagnostic test on it. I have suffered a great deal of emotional and mental issues.

  Business Response

  Date: 09/19/2022

  We are in receipt of this guests complaint, our records indicate the management team has been in communication with this guest regarding this matter. All decisions regarding claims, reimbursements and rentals are handled by the management team at each location. We have shared this request with the management team, no further action can be taken until a decision is made by them. 

• Initial Complaint

  Date:09/08/2022

  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.

  My daughter had her oil changed on 8/29/2022. After completing she saw her check engine light was on as it was not on when she arrived. She went back into the business and informed the manager. He said it was because of the heavy rain and she drove thru high water to get to the business. He sent her home to drive 25 miles on I-44 with the check engine light on. I sent the car to a shop in which I was familiar with in Springfield and they quickly found the crank sensor connector was broken in two. Also the drain plug was leaking heavily with oil on the oil filter housing. I requested the crank sensor be replaced and another oil change done since I did not know how much had leaked. This was completed and I was told the oil filter housing was put on so tight or cross threaded that it could not be removed without possibility of the plastic housing breaking. This is a 500 dollar part from dealer. The oil filter was left in the car. I called the manager at the Marshfield store and he stated I was lying because he saw the vehicle. Was told to call the owner, **** at the Ozark store. 3 calls and no return phone call. Photos were sent to me by the repairing garage. The crank sensor is right next to the oil filter housing. Any person would have seen the disconnection if they looked. They knew they broke it and didn't want to deal with it. Horrible service and attitude.

  Business Response

  Date: 09/08/2022

  We are in receipt of this users concerns and complaint. Since this complaint was not filed under the same name the vehicle was serviced under, our team cannot proceed with addressing the concerns this user shared. We ask that this user call Valvoline Customer Care directly regarding the claim at 800-327-8242, the reference number is *********. 

  Customer Answer

  Date: 09/08/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am the registered owner of the vehicle.  The vehicle is driven by my daughter who had possession of the vehicle at the time of the service.  She operates the vehicle as I have given her permission to use the vehicle, but a check of the Missouri Department of Revenue records will confirm I am the registered owner of the vehicle and therefore am responsible for the vehicle maintenance and associated costs.   See above Missouri Department of Revenue record. 
  
  
  
  Sincerely,
  
  
  
  *** ******

  Business Response

  Date: 09/09/2022

  This
  complaint is in regard to a Valvoline Express Care location, and is unrelated
  to Valvoline Instant Oil Change. We ask that this complaint be removed from our
  business page, and the guest reach out to the appropriate business.
  

• Initial Complaint

  Date:09/07/2022

  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 8/30, I visited the Valvoline on Clydesdale Trail in Medina, MN for an oil change. They replaced the screws they lost from the skid plate with zip ties. That night I contacted customer service, who made a claim for me and let me know a member of management would get back to me in 24 business hours. 8/31 ***** **** emailed me that they will share my comments with management to discuss with me further. 9/1 I got an email saying "the service center manager should be contacting you today or tomorrow".

  Business Response

  Date: 09/07/2022

  We are in receipt of this guests claim, and sincerely apologize that this guest has not been contacted by a member of management yet. We have reached out to them on this guests behalf and requested that they contact this guest ASAP. For Updates, questions or concerns please call Customer Care directly at 800-327-8242, and reference claim *********. 

• Initial Complaint

  Date:09/06/2022

  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 this business for a oil change as we have been numerous times, never had a issue. I drive a new 30,000 miles **** ********. Drove into the Valvoline no issues with my vehicle. they said my filter was dirty and we could use a new one so we agreed to buy a new filter while there for the oil change as well. They start to do the oil change and as they finish they tell us to start my car and my car would not start. I found this very strange. They then needed to give my car a jump start. After doing so I immediately got all kind of alerts on my **** app which was connected to my phone saying “Service Engine Soon Warning” I got about 5 of these and it was telling me something was wrong with my car. My car also as we turned it on notice my check engine light was on and the wrench light was on. Valvoline was not even phased by this and just said thank you have a nice day. We said wait a minute we came here our care was fine now we leave and it’s broken. They insisted they just changed the oil and it was our problem now. They took one last look and still said it was our problem. After taking my car to a **** mechanic they determined it was my crank shaft sensor and because they determined it was damaged from the outside it would not be covered under my warranty. I went back to valvoline after paying $381.81 to get it fixed and they still will not own fault and make it right. Again we are not random customers we have been going there for a long time. You can clearly tell they did something and they still will not own the fact that they hit something or screwed something to hard that it had to have jolted a sensor to make something somehow trigger my sensor to break. Again we drove my car only into valvoline fine to leave with it broken check engine light and all kind of alerts on my phone. I was without a car for a week needed a rental which also cost $432.42

  Business Response

  Date: 09/06/2022

  We are in receipt of this consumers complaint, our records indicate the Customer Care team does not have a claim for this guest. Additionally, we do not have invoices for the name this complaint was filed under. Our Customer Care team would be happy to address the concerns this guest has shared but we do need more information in order to do so. Please call 800-327-8242 and reference ********* to proceed. No further action can be taken until we have the proper information. 

  Customer Answer

  Date: 09/08/2022

  [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:

  I work at the Superior Court I am very familiar with all of the protocols. I hope your also inform Valvoline of this. As I fully intent to bring this all the way if they do not make thing proper. How does the mediator work is it in person or via zoom? 

  
  

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  
  

  Regards,

  
  

  ****** ****** and ****** ********* 

  Business Response

  Date: 09/08/2022

  Better Business Bureau:

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

  Thank you.