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

  
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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:09/01/2022

  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 visited the Richmond, KY Valvoline location on 7/23/22 (see attached) for an oil change. Oil was changed and technicians checked off on vehicle before letting me leave. On 8/23/22 I was driving my 2018 ****** ***** on the interstate when the acceleration stopped and the car would not allow acceleration over 2RMP. I was abruptly brought down to 40MPH on the interstate where the speed limit is 70MPH. As soon as this happened the check engine light came on and I had no idea what could have caused this. With only 20K miles on the vehicle, it should not have done this. Prior to this event the car had been operating perfectly with no issues. I took the vehicle to the ****** Dealership closes to me at the time, which is in Lexington. The technician ran a diagnostic test on my vehicle and concluded that the oil filter at the last oil change was replaced incorrectly and put on backwards. Once I was notified of this information, I called the Richmond location to explain what happened. I was immediately told to call customer service claims that the location could not help me. I contacted claims at 800-327-8242. I spoke with a representative that took my information, name and phone number. She also asked me to provide a brief description of the incident and what location used. I provided this. She then told me I should have taken the vehicle back to Valvoline for repair!? I explained to her that would not be possible as they do not do that and I would not be back because of the damage. She told me she would escalate the issue and I would be called the next day. It has now been almost a week and no call. I have called several times and been told the same thing. Attached is the invoice from the charges with a description from the dealership on what happened and the oil change invoice from exactly one month prior. The $70 oil change ultimately cost me $600 because of carelessness from the department. I am requesting a full refund for both the repair and the oil change.

  Business Response

  Date: 09/12/2022

  The guest has been refunded for both the service at our location and for the dealership. We spoke to the guest on 9/9 and confirmed this with her as well as processed the reimbursement that same day. This issue has been resolved, and no further action will be taken. 

• Initial Complaint

  Date:09/01/2022

  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.

  Went to the location in Loganville Georgia and the employee broke my dipstick and now they are refusing to replace and fix the damage caused by trying to get the dipstick out my car. The manager took full responsibility at the location and asked me to get the dipstick out of the car and get a new dipstick and they will reimburse me . Get the runarounds and very dissatisfied with customer service. Went and got two estimates of the car damage that have caused on my vehicle. The **** dealer stated that the manager caused more damage by trying to get the dipstick out and push the dipstick further down than it needed to be. I need to know how to get my car fixed? I am trying not to go and hire a lawyer.

  Business Response

  Date: 09/01/2022

  We are in receipt of this guests complaint, our records indicate that our Management team has actively been working to resolve this guests claim.  We see that this guest called and spoke to Customer Care today who left a message with both the Area Manager and Marketing Manager regarding this claim.  For further questions or concerns we ask that this guest calls Customer Care at 800-327-8242. No further action can be taken at this time.  

  Customer Answer

  Date: 09/01/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: no one have called me concerning this matter. When I call everyone is in a meeting and do not return my call.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 09/06/2022

  We sincerely apologize, the investigation process is handled by the management team, we have requested that they contact the guest as soon as possible. 

• Initial Complaint

  Date:08/31/2022

  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 Tuesday,08/30/2022, at approximately 1111 hours, I ( ******* ******) took my vehicle a 2008 ***** ******* to have the oil change. However;during the oil change I was told by ***** (Manger) while attempting to remove the oil dip stick it’s broke. ***** where was the lasted place to change the oil, I replied *********, he said they must have broken the oil stick, I told him no, that I checked the oil myself about a week ago and it’s was not broken. He then said that the oil stick handle must have gotten so hot that it melted the rubber on the stick causing it to stick in the oil stick holder. I told him that was not possible that he had broken the oil stick. I told him that I have own this vehicle for over 20 plus years, ever had a problem. ***** said that if I was able to show him proof that the handle had not melted in the handle that he would replace the oil stick. I then travel a different valvoline located on pines rd. Store #19, where I talked **** an employee of that store told him what had happen, he advised me that he could get it out, he told me to go purchase a new oil stick and come back, I purchased the new stick and returned. **** was able to remove the broken oil stick and replace it with the new one.
  I then made contact with ***** who refused to refunded the money I had paid to purchase the new oil stick . ***** went to say that the stick had melted into the oil stick holder. This oil stick is made of hard plastic which make it hard to melt. He was told that was going to file a report, his word was go ahead I’m not getting my money back for the purchase of the oils stick.

  Business Response

  Date: 09/10/2022

  According to our records, the manager explained the issue to the guest. If the part in question is seized, we will not cover it based on negligence as we had not seen the vehicle since 1/2021 at this location. The guest went to another location and had the dipstick removed without documentation or an invoice. The guest then came back to this location requesting $20, without documentation or invoices. The claim is denied, the final decision is made by management, and no further action will be taken. 

• Initial Complaint

  Date:08/30/2022

  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.

  On Monday August 29, 2022 I visited to Valvoline location at 1154 N Hamilton Rd Gahanna, Oh around 7:55am and waited until open (8am) for an oil change. 8 o’clock approached and I waited for the store to open, around 8: 05am I saw 3 male employees and one female employee walking around inside. At 8:10 I was the only customer there and still no service or anyone to inform me of any type of a delay in opening. I then called the number to the location And spoke with a customer service rep who transferred me directly to the branch. I spoke with the supervisor *** and asked what time their location opened because I have been waiting for 10 minutes and no one has assisted me. *** did let me know they opened at 8am and that she is the only one there. I informed her that I saw 3 other employees and I was the only customer outside waiting for an oil change. She then became upset and said that she is burnt out and have worked 7 days straight with no help and she will get to me when she could. I asked her what her name was and she hung up. I became extremely upset and drove to the front of the location so that I could get her name and let the Valvoline corporate office know about my experience. *** was walking around and I saw the garages opening the time was now about 8:18, I asked her if I had just spoke with her and was she the women that hung up on me. She said we had just spoke and that she is short staffed and that she could get to me when she could. I then became irritated and let her know it is not the customers problem that she is short staffed , *** then stated “ it’s not her fucking problem that I had to wait. She also mentioned she was burnt out and worked open to close 7 days a week. I made it clear to her that problem needs to be addressed with her boss and not the customers. Someone could’ve given me the courtesy to let me know they were running behind or acknowledged me being there waiting after they opened. I’m currently awaiting a response from
  Corporate.

  Business Response

  Date: 08/30/2022

  Our records indicate this guest did reach out and start a ticket with our Customer Care team for management to reach out. Management reaches out within 2-3 business days. If the guest has any questions in the meantime, our Customer Care team can be reached at 800-327-8242.

  Business Response

  Date: 08/31/2022

  Our records indicate that this guest contacted Customer Care and was connected to the Area Manager today, during this conversation the Area Manager did advise that it will take around 24 hours to investigate and that they will be in contact as soon as possible. Claims are investigated by the management team for each location, no further action can be taken until they have completed the investigation. 

  Customer Answer

  Date: 08/31/2022

  
  
  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:08/29/2022

  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.

  On 9/28/2022 I visited Valvoline at 2958 Main St, Glastonbury, CT 06033. The oil change was completed I checked my tire air pressure via my Bluetooth app and noticed the tires were still low, the same when I got there. I mentioned it to the employee who was processing my credit card and he said I assure you we added air. I said OK but they’re still low. He said that’s fine you just need to drive around so they heat up a little bit. My car is supposed to be at 30 psi when the tires are cold (unused) and one of them was still only at 27 and the others 28-29 psi after driving around and the tires were 88+ degrees. The employee either lied to me and they didn’t actually add air or if they did at **** they didn’t add enough and they refused to correct the issue when I asked. I know there is a customer who pulled up behind me so they were just trying to rush me to get me out but I paid for the service and if I didn’t have Bluetooth sensors on my tires I wouldn’t have known and I would have thought my tires were OK and continued to drive on them low.

  Business Response

  Date: 08/30/2022

  We are sorry to hear that this
  guest experienced an issue with their vehicle after service. A claim is needed
  in order to further address these concerns. We do not have any record of a
  claim associated with the information provided. Please contact our
  Customer Care team at 800-327-8242 to start the claims process and receive
  further guidance.

• Initial Complaint

  Date:08/18/2022

  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 in for a routine oil change. After asking for assistance opening the hood latch considering the serviced car is not mine. The young lady pulled on the latch and the hood didn’t open she pullled again and pulled it out of the carpet she asked me to move over and be assisted by another mechanic. He noted the latch was broken and I explained what just happened to him and asked for a manager. I let him know I would like to document this with the police and he said he could he just issue me a receipt where they admitted fault to breaking my hood latch and that valvoline would fix it and that corporate will call the next day. Now the store manager who wasn’t there is denying it. I filed a complaint with corporate and they referred me to the same store manager who I never talked to previously nor seen who is denying the whole interaction. And even questioning the receipt and the validity of my recollection of the incident.

  Business Response

  Date: 08/18/2022

  We are in receipt of the guests complaint and would like to advise that after further investigation our Store Management has advised that the Hood Latch was damaged prior to the guests visit. This is indicated at the bottom of this guests receipt but also was noticed during the visit when our team attempted to open the guests hood. Based on this information our team has determined that the claim is denied since the issue the guest is experiencing is not related to services received at our facilities. No further action will be taken by our team. 

  Business Response

  Date: 08/24/2022

  As previously stated, after further investigation our upper management team has advised that the hood latch was damaged prior to the guest's visit. This is indicated at the bottom of this guest's receipt but also was noticed during the visit when our team attempted to open the guest's hood. Based on this information our team has determined that the claim is denied. No further action will be taken by our team. 

  Customer Answer

  Date: 08/24/2022

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

• Initial Complaint

  Date:08/15/2022

  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.

  In November I received an Oil change from Valvoline on Ford Rd in Canton. I didn’t drive my car much during the winter and didn’t know the oil was leaking. Overtime the oil filter was shaken loose from not being put on properly. When I noticed the oil in May I took my car to a mechanic in June who asked where I got my oil change done because they didn’t place it properly. I brought it to another mechanic because shortly after my engine seized. I brought this to the attention of Valvoline and they won’t take responsibility.

  Business Response

  Date: 08/15/2022

  Our records indicate the guest did have a claim with us that our management team investigated. The guest's service was in November of 2021 and they contacted us regarding this issue in June of 2022. Management requested documentation from the mechanic they the guest referenced. No documentation was received, and the mechanic was unreachable. Additionally, upon further research the mechanic information that was provided was a home address, not a business. Due to these findings the claim has been closed and denied. No further action will be taken. 

  Customer Answer

  Date: 08/16/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Documentation was provided. The First Mechanic shop "******* ******" which the receipt is given is a home Business just like multiple other businesses. The second Mechanic which receipt was given has a shop so why wouldn't you take their word for it if that's all it takes. And seeing that  I only get my oil changed at Valvoline if there's an issue with an oil filter or oil Valvoline would be responsible. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 08/16/2022

  As previously stated, 7 months passed between the service date and when we were contacted regarding this concern. ******* ****** was unreachable and no documentation was received from either the guest or the mechanic, even after it was requested by management. The Area Manager holds the final decision in the claims process and has denied the claim. We will not be reopening this claim and no further action will be taken. The guest has been informed of this by phone as well.

• Initial Complaint

  Date:08/09/2022

  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 8/05/22 I decided to get an oil change before my extremely busy day because there appeared to be no one in line at valvoline. They drained the old oil. Then put new oil in. Then was told that there something wrong with the oil pan but that they would try and repair it. After spending 45 minutes in the hot Florida heat waiting on said repairs, they come up from underneath and state they were unable to repair it and that I could have my car towed to their repair facility where they would fix it at no cost or push me to ********* next door. I chose ********* because it was obvious I didn’t want them touching my car again. So, they drained the engine and pushed me to *********. ********* says the damage is close to 1,000. I had my insurance (*****) send their claims investigator out and luckily it’s covered. However, my co-pay is 500. and I feel valvoline should at minimum pay for that. Why would a professional approve the claim if it were ‘normal wear and tear’ like said valvoline manager stated? Which, btw he said he has no vehicle history of me even being there…I found my email receipts from past visits at that location. Something scammy is going on and I’m terribly upset and not sure how to continue with this.

  Business Response

  Date: 08/11/2022

  Our records indicate this guest did have a claim with us that was investigated by our Area Manager. Management advised that when reviewing the service, the drain plug was stripped upon removal. Our team referred them to ********* as a repair would be needed, we are not a full-service repair shop and were unable to do so. Drain plugs and oil pans are wear and tear items, as your oil is frequently changed and the drain plug is removed each time. Over time this causes wear on the threads, on both the plug and the oil pan. Our team did refund the guest for their service with us, in good faith. We did send the updated information to management that the guest provided our Customer Care team, for further review. Our Area Manager holds the final decision in the claims process. At this time the claim remains closed and denied. Our Customer Care team is available to answer any questions at 800-327-8242.

• Initial Complaint

  Date:08/03/2022

  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.

  Hi,
  
  On 7/30/22 I went to the Valvoline Instant Oil Change in Bergenfield, NJ 07621, and I got an oil change and when I left I noticed I got a screw in my tire. I immediately went back and they refused to help me. They said they would look at the cameras. They looked at the camera and stated nothing happened and were verbally abusive to me. They told I should not try and call someone else as they will not help. They do not own up to the mistakes they make and I will not be using this company again.

  Business Response

  Date: 08/04/2022

  We are in receipt of this guests complaint, our records indicate that the management team reviewed footage from this guests visit and determined that the vehicle left the facility with a full tire and the issues this guest is experiencing are not related to services received at our facility. No further action will be taken regarding this guests claim. It is denied and closed. 

  Business Response

  Date: 08/18/2022

  As previously stated, our management team reviewed footage from this guests visit and determined the issues this guest is experiencing are not related to services received at our facility. This is not only due to the fact that this guest left the facility with no issues but additionally the guest drove around for hours after receiving services with us. This guest could have picked up the nail anywhere during the time that passed after leaving our service center. No further action will be taken, this claim is denied and closed. 

  Customer Answer

  Date: 08/23/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The company keeps repeating the same sentence in their response, and not acknowledging my dispute about why they are rejecting the claim. There reason is not correct as I understand I left the facility with air in the tire. What actions can I take to ensure this does not go un answered? This company does not seem willing to provide a different answer than the copy and pasted one they have been providing. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:07/28/2022

  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 into Valvoline in Fairview Heights, IL on 7-26-22. I had and oil change and asked for a transmission flush. The finished my oil change and asked me to pull to another bay for a transmission flush. In which I did. While I was waiting a worker went under my car and I could hear him messing with things under my car. The screen was not working where you could see what was happening under the car. Another worker was trying to get the cap off where the dipstick is. My car does not have a dipstick just a cap. He struggles for awhile stating that “ someone sealed it on” in which I stated no. I explained you had to get a flathead screwdriver in and pull the screwdriver towards the front of my car so it can unhook. He tried but could not get it. Said to come back the next day. I left Valvoline and started to have issues within 10 minutes. My car was no shifting right and not getting acceleration like it should be. I went straight home. I then tried to get my car into reverse and nothing happened. Tried to put the car in drive and nothing. Again the car was acting completely fine before taking it to the shop. Had my car towed to the ****** Dealership on 7-27-22. ****** stated that the transmission was bad and that there was no seal on the filter. I stated and proved I just had and oil change the day before. So I then had to pay for another oil change. So now I’m sitting with a $6,600 bill for a transmission. In which the last people to mess with ANYTHING with the transmission was Valvoline. I have also had to pay $67 for a tow to the dealership $147 for the $100 fee to look at it and $47 for another oil change and $67 to tow the car home. I went up to valvoline on 6-27-22 and around 5:30 pm and spoke to the district manager that was very rude and tried to make light of the situation. I have more paperwork from the dealer but will only allow me to use one photo.

  Business Response

  Date: 08/01/2022

  We are in receipt of this guests complaints, at this time we have no official records of a claim being started by this guest with our Customer Care Claims team as outlined on page 2 of the guest's invoice from Valvoline Instant Oil Change. If this guest would like to pursue a claim we ask that they call 800-327-8242 and provide reference number CC-******. Our team cannot take further action until a claim has been started by this guest.