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Business Profile

Oil Changes

Valvoline Instant Oil Change
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Valvoline Instant Oil Change's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1,150 total complaints in the last 3 years.
    • 600 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:07/11/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 Saturday 8/28/21, we visited Valvoline Instant Oil Change Center located at 3500 N Federal Hwy, Lighthouse Point FL 33064, around 5pm EST, Valvoline store #: GJ0010.

      Valvoline ‘stay in your car’ services included change of synthetic oil, accessories and cabin air filter. There was a 1 hour wait for the service. See invoice attached.

      By Wednesday 9/1/21, the engine oil has leaked all over our garage floor and the driveway.

      We have soaked the oil in paper towel and took pictures as evidence. See addendum.

      We returned back to Valvoline oil change center and spoke to *****, the store manager.

      The Valvoline center investigated and confirmed traces of oil on the paper towel.

      After further investigation, Valvoline confirmed that faulty gasket, drain plug were the main reason for the engine oil leak.

      The Valvoline center replaced synthetic oil, including the faulty gasket and oil filter and that stopped the leak.

      Valvoline has acknowledged the leak and issued a refund in form of a paper check in the amount of $145.49, which we have respectfully declined as insufficient.

      On Friday 9/3/21, we have contacted the Valvoline Customer care via 800-327-8242 and filed a complaint against the Valvoline oil center in question.

      Valvoline care specialist has issued a claim #: *********.

      Following the issued claim by Valvoline, working together with Valvoline customer care, we have made multiple attempts to contact the area manager for this location: *******.

      Between the dates of 9/3/21 and 11/22/21, overall, there were 7 failed attempts made to contact *******.

      We finally spoke to ******* once and we never heard from him again.

      When we finally spoke to *******, we explained that as a result of our visit on 8/28/21, there was an engine oil leak all over our garage floor and the driveway of our brand-new home.

      We agreed with ******* to schedule in person meeting at our property and a follow up call but all attempts to see or speak to ******* again failed.

      SEE ATTACHED!

      Business Response

      Date: 07/13/2022

      We have reviewed this complaint. The complaint was first logged in our system in Aug of 2021. Since receiving it, the guest has been offered free cleaning of his driveway (completed on Tuesday, Oct 5, 2021), a complete refund of the oil change, and a free future oil change. On October 14, 2021, the guest said he would no longer speak to store management, and would only speak to customer care, which made it more difficult to communicate. On 10/29/2022 store management agreed to reimburse the guest for a professional cleaning of the driveway. Guest was asked to provide an invoice, but did not want to be reimbursed. He wanted Valvoline to pay for the cleaning up front. On 11/2/2021, store management asked guest for estimates for the cleaning. We did not receive estimates. 

      Guest continued to threaten legal action. Pictures provided after the initial cleaning of the driveway were inconsistent with the pictures taken by the store. The request for professional cleaning was denied and ticket was closed on 11/10.  Ticket was reopened on 11/18 when guest provided estimates for cleaning. 

      As per the guest request, a written denial letter was mailed to the guest and the ticket was closed. 

      We have made a good faith effort to resolve this issue, but have been unable to do so. This ticket will remain closed. 

      Business Response

      Date: 07/13/2022

      We have reviewed this complaint. The complaint was first logged in our system in Aug of 2021. Since receiving it, the guest has been offered free cleaning of his driveway (completed on Tuesday, Oct 5, 2021), a complete refund of the oil change, and a free future oil change. On October 14, 2021, the guest said he would no longer speak to store management, and would only speak to customer care, which made it more difficult to communicate. On 10/29/2022 store management agreed to reimburse the guest for a professional cleaning of the driveway. Guest was asked to provide an invoice, but did not want to be reimbursed. He wanted Valvoline to pay for the cleaning up front. On 11/2/2021, store management asked guest for estimates for the cleaning. We did not receive estimates. 

      Guest continued to threaten legal action. Pictures provided after the initial cleaning of the driveway were inconsistent with the pictures taken by the store. The request for professional cleaning was denied and ticket was closed on 11/10.  Ticket was reopened on 11/18 when guest provided estimates for cleaning. 

      As per the guest request, a written denial letter was mailed to the guest and the ticket was closed. 

      We have made a good faith effort to resolve this issue, but have been unable to do so. This ticket will remain closed. 

      Customer Answer

      Date: 07/25/2022

      [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,


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

      Customer Answer

      Date: 07/25/2022

      [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: 07/27/2022

      Better Business Bureau:

      I would like to reject the offer of Mediation for complaint ID ********. This is based on the fact that this guest has reached out to legal council (The Attorney General) regarding this matter, as per Valvolines Policy since legal action has been taken all communication from here on can be sent to our legal team in writing to 100 Valvoline Way, Lexington, KY 40511. 

      The guests Claim remains closed and denied based on the decision made by the Area Manager and Marketing manager. 

      Thank you.

      Business Response

      Date: 07/27/2022

      Better Business Bureau:

      I would like to reject the offer of Mediation for complaint ID ********. This is based on the fact that this guest has reached out to legal council (The Attorney General) regarding this matter, as per Valvolines Policy since legal action has been taken all communication from here on can be sent to our legal team in writing to 100 Valvoline Way, Lexington, KY 40511. 

      The guests Claim remains closed and denied based on the decision made by the Area Manager and Marketing manager. 

      Thank you.

    • Initial Complaint

      Date:07/11/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 car lubed the morning of July 7th at valvoline instant oil change on 4th street Danville Ky. On the morning of the 9th I noticed a light thumping that I thought was a tire going bad. By that afternoon I realized that it's my rear-end and their tech left a plug loose or out on the car. Car is now parked in my garage at home.

      Customer Answer

      Date: 07/12/2022



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



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

    Valvoline Instant Oil Change is BBB Accredited.

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