Complaints
This profile includes complaints for Valvoline Instant Oil Change's headquarters and its corporate-owned locations. To view all corporate locations, see
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 ComplaintThe 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:05/01/2025
Type:Service or Repair IssuesStatus: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 took my heavily modified car over to them for a simple oil change. I brought my own oil which was 5 quarts. The failed to properly drain the oil so when they put in the 5 quarts it was overfilled. This then caused a pressure spike that lead to engine failure. I pulled out a total of 9-10 quarts of oil out of the car, and they refuse to fix it claiming that they're not at fault. Despite the fact the car was perfectly fine before I drove it there and the damage clearly occurred within the time it took for me to drive home.
I am still working with a shop to get quoted on damages but it is a high end, high value build and the engine was practically brand new. (Texas speed 408ci crate motor)Business Response
Date: 05/01/2025
We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Our records indicate the management team reviewed the services you received during your visit and denied your claim. This denial is due to the fact that the guest did not allow us to properly investigate. We were unable to see if the oil in question was actually drained from his vehicle, we would only be taking him at is word. On page two of our invoices it states "If repairs are required, you must contact Valvoline Instant Oil Change prior to any repairs taking place. We will not be responsible for repairs not authorized by our company." We stand behind the decision to deny the claim. If you have additional information that you feel may change this outcome, please contact our Customer Care team directly at ************* This claim remains denied, closed, and no further action will be taken.Initial Complaint
Date:04/30/2025
Type:Service or Repair IssuesStatus: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.
Statement of Complaint:
On March 29, 2025, I went to Valvoline for a routine oil change. During the visit, I was asked if I would like a tire rotation, and I agreed. After the service, I drove directly home and did not drive again until the following Monday. My vehicle remained parked in a gated area on concrete pavement.
On Monday, as I was leaving for work, I noticed the tires did not look right, but I didn’t think much of it at the time. Later, my tire pressure light came on. Since the pressure still looked good, I continued driving. However, on the way home from work, I noticed that one of the tires was rapidly losing air. I had to pull over and call ****
The *** technician discovered that the valve (nozzle) was badly damaged. He explained that the damage occurred because the hubcaps were reinstalled incorrectly—compressing the valve stems and ultimately causing them to rip. Due to this issue, air escaped quickly and caused significant tire damage.
As a result, I had to go to the nearest tire facility, where I was informed that two of the tires had been ruined due to the hubcap issue. I submitted a claim to Valvoline, including video evidence of the damage and a receipt for the new tires. The claim number is *********.
When I followed up, I spoke to a representative named Eduardo. He stated that after reviewing the shop video, they determined that their employees did nothing wrong. When I asked if they had reviewed the video evidence I submitted, he admitted that he had not and refused to escalate the issue any further.
I am requesting a full investigation of this matter and reimbursement for the two damaged tires.Business Response
Date: 05/02/2025
Our records indicate the guest had a claim with our upper management team, through our Customer Care team. Management performed an investigation and reviewed video footage from their service. Video footage shows that the service was correctly completed. Based on these findings, management has denied the claim. No further action can be taken.Customer Answer
Date: 05/05/2025
Complaint: ********
I am rejecting this response because: He stated that he based his decision on his video footage. He never looked at the footage I presented to the company of the hubcaps being placed incorrectly, and the damage done to my tires. I have tried to upload the videos but have been unsucessful. Is there another way to send these videos. The system isnt responding.
Sincerely,
******* ****Business Response
Date: 05/06/2025
Hello,
We thank the guest for reaching back out to Valvoline. Unfortunately, we are
unable to assist with claims via BBB. If the guest has any other supporting documentation/videos
they would like to share, please advise the guest to forward that to [email protected] and put
the claim # ********* in the subject box.
Please advise the guest that no further action can be taken
via BBB regarding claims. If the guest requires further assistance, please
contact our Customer Care team at ************, as all claim communication is
through our Customer Care team only.Customer Answer
Date: 05/06/2025
Complaint: ********
I am rejecting this response because: idea evidence
Sincerely,
******* ****Initial Complaint
Date:04/30/2025
Type:Billing IssuesStatus: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.
The business gave me a coupon for 50% off for the next oil change, but would not honor it. The coupon is valid and unexpired. I believe it is a shady business practice and it needs to stop.Business Response
Date: 05/02/2025
Coupon availability can vary by area and location. Some of our locations are franchise locations that offer their own coupons. To verify if a coupon can be used at a location, a guest can reach out to the service center by phone for more information. You can also find coupons for your specific location by visiting VIOC.com, entering your zip code, and selecting the service center you would like to visit. Our Customer Care team is available to answer any further questions at *************Customer Answer
Date: 05/05/2025
Complaint: ********
I am rejecting this response because: The 50% off coupon for or the next oil change was issued by the same store at the time of the previous oil change to be used for the next oil change and it is still valid until 05/13/25. They lure customer into the store for business with that and then refuse to honor it. If this not the shadiest business practice, then I do not know what is. Shame, shame on Valvoline. I thought you were a reputable company.
Sincerely,
***** ******Business Response
Date: 05/05/2025
While we empathize with the guest's situation, coupons are location specific. If this location does not accept the 50% off coupon, you're welcome to contact our Customer Care team and inquire where the coupon is accepted. They can be reached at ************. The claim remains closed, and no further action will be taken.Customer Answer
Date: 05/06/2025
Complaint: ********
I am rejecting this response because: Repeating the same response.
Sincerely,
***** ******Initial Complaint
Date:04/30/2025
Type:Service or Repair IssuesStatus: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 April 27, 2025 at 3:56 PM. I went to your location 8132 N. Oak Trafficway Kansas City, MO 64118 phone number 816-468-7898 to get an oil change on a 2014 Kia Optima Invoice number *****. 20 minutes after I received the oil change I got on I 29 highway headed home and my car caught on fire upon the fire department arrival they came to make sure the fire was out and then the fireman got underneath the car and confirmed that the fire started because of all the oil that was leaking from underneath the car right after it happened. I had to get my car towed to my house, contacted your customer care line and I spoke with an agent who provided me with the claim number to file a complaint with the area manager, ****** because the manager of the valvoline store quit upon speaking with ******. It has been a nightmare. ****** wanted the car to be diagnosed to confirm what the cause of the fire was so they sent it to North Oak care now an auto shop and stated that the code read that there was a fire, ****** also stated that because they can’t determine what the cause of the fire that they aren’t responsible I’ve had multiple mechanics look at my car and they have confirmed that the cause of the fire was because of all the oil that was on the exhaust and it flamed up and created a fire i’m a 23 year old single mother who uses my vehicle to provide for her child now that I have no vehicle there’s no way for me to provide food and clothes on my child’s back because I’m out of a vehicle because I took it to your shop to get an oil change and that oil change turned it into a disaster now I am reaching out to you because I need your help. I don’t wanna take this to the Better Business Bureau but I will if I need to because I feel like because of the negligence of the employees that you all should just take accountability and replace my vehicle because my vehicle is salvaged it’s non-repairable. My vehicle was perfectly fine before I took it to your shop.Business Response
Date: 05/02/2025
We hate to hear about the guest's experience. I was able to locate an open investigation that our management team is actively working to address. If the guest has any questions in the meantime, our Customer Care team is available at *************Customer Answer
Date: 05/05/2025
Complaint: ********
I am rejecting this response because: when I call the company they make every excuse as to why they aren’t paying for me a new vehicle when it’s clear they are at fault in this situation. I was not off the property 20 minutes before my car went up inflame. All I want is for the company to pay me 15,000 for my vehicle because my vehicle was paid off
Sincerely,
****** *******Business Response
Date: 05/05/2025
While we empathize with the guest's situation, our management team holds the final decision in the claims process. Currently this guests claim is still pending and under investigation, which means we will not disclose the information of the pending claim here. If the guest would like to check the status of the claim please reach out to our Customer Care team by calling ************. We want to advise this guest no action can be taken via the BBB. Our Customer Care team will be happy to assist.Initial Complaint
Date:04/29/2025
Type:Service or Repair IssuesStatus: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 November 24,2024 I wet to get an oil change. 2-3 days later my car started shaking and smoking. I went back to Valvoline and ***** a worker said that an employee during my oil change 2-3 days prior had left a piece off and it wasn't screwed on properly. ***** replaced the piece or screwed it tighter and said he would review the footage and get back to me after the holiday. I never heard anything else about it or received a phone call about it. December 24,2024 my car wouldn't start. I had to pay to get my car towed to a mechanic to do a diagnostic and it was revealed to me that my engine was bad. I tried to file a claim with Valvoline they denied the claim before even looking at the car. They told the mechanic not to touch the car and wanted to get another estimate. I asked if they would pay for another diagnostic and they refused. Since then I have had to pay the mechanic to start the work and have had multiple rentals and has had to get multiple ride shares which has now put me into even more debt. Valvoline has refused to speak with me and has also refused my claim stating it was not their issue when they stopped reaching out and stop answering my phone calls.Business Response
Date: 05/02/2025
Our records indicate the guest reached out to our Customer Care team and started a claim with our upper management team. Management investigated and reviewed the claim. All aspects of our service were performed correctly. The guest had the vehicle diagnosed by a mechanic who stated that the engine was seized, but did not indicate that our services caused this issue. Our management team believes the issue could be related to the oil pump, which is unrelated to our service. The guest was advised that the claim was denied based on our findings, by management. At that point, the guest threatened to go to the service center. Communication was ended with the guest due to the threatening behavior towards our Service Center Manager. This claim has been closed, and no further action can be taken.Customer Answer
Date: 05/05/2025
The diagnostic I got from my mechanic actually did state my engine seized due to the lack of professionalism and carelessness of the oil change causing an issue to arise. Valvoline denied the claim before even looking at the car OR performing a diagnostic. I did not threaten anyone at Valvoline I stated " I don't want to come to the store to repeat the same thing that I am trying to convey over the phone but if I have to come to the store and speak with the manager that would be fine as well Because I had to order a ride share due to not having a car." The manager laughed on the phone and lied because she said told me first to get another diagnostic and she wouldn't deny the claim, almost a hour later the claim was denied and that was information given to me by the corporate office claims dept.
Complaint: ********
I am rejecting this response because:
Sincerely,
***** *******Business Response
Date: 05/05/2025
While we empathize with the guest's situation, as previously stated, our management team holds the final decision in the claims process and we back their denial. The Upper Management Team has reviewed the information, and shared their decision for the denial with the guest. We firmly stand behind the decision to deny this claim. The claim remains closed, and no further action will be taken.Customer Answer
Date: 05/05/2025
Prior to this incident, my vehicle was operating with no engine issues. I brought it in for routine maintenance, and expected your team to uphold a reasonable standard of care. Instead was met with not only vehicle damage but poor treatment when I sought assistance. I attempted to address this directly and was wrongfully accused of making threats when I simply stated my intention to visit the location to speak with management.
Complaint: ********
I am rejecting this response because:
Sincerely,
***** *******Initial Complaint
Date:04/29/2025
Type:Service or Repair IssuesStatus: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 Friday, April 25, I brought my car to Valvoline for an oil change, when I left their location my car was making noise and smoking very badly. I drove to the salon that I work at a half a mile down the road and it was still leaking oil and smoking. Two hours later I drove back to Valvoline to have them check out the problem they redid the oil change, said it was not their fault, but if I took it to an auto body shop and it was their fault they would pay for the damages. My car was undriveable so I left it in their parking lot overnight, the following day I had it towed to an auto body shop and they told me it was overfilled with oil and there was damage my turbos and my engine. It was then brought to another shop and they requested to see the video footage from Valvoline to determine what could’ve happened. Valvoline refuses to share the camera footage and claims they did everything correctly. My car is still at the autobody shop and estimated repairs are $8,000 to $10,000, now the manager at the Valvoline location that I went to is now refusing to discuss this with me.Business Response
Date: 04/29/2025
Hello,
We thank the guest for reaching out to Valvoline, and we’re certainly sorry
to hear about any issues the guest has experienced with their vehicle. Our
records show the guest started a claim with our Customer Care team and
requested to see the video footage from the service. The last update on the
claim was today, 4/29/25 – Our management team spoke with the guest on a
recorded line through our Customer Care team and advised the guest that both the
guest and their mechanic, *****, are welcome to come into the service center to
view the video footage from the service. Our management team explained to the
guest that if the diagnosis from the mechanic shows Valvoline is at fault for
the damage, we will cover whatever is needed.Please advise the guest no further action can be taken via BBB regarding claims, as all claim communication is through our Customer Care team only. Our Customer Care team can be contacted at *************
Initial Complaint
Date:04/29/2025
Type:Service or Repair IssuesStatus: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 dad, **** *****, went for a regular oil change at the end of last year at Valvoline. A lady was being trained and performed the oil change on the car, she was instructed to remove the coolant reservoir (never required before) and broke hoses. The car was not drivable, valvoline fixed this issue with their chosen mechanic and when repaired, the replacement hose was too short. I have since purchased the car from my father and arrived for an oil change at Valvoline and Dawsonville, GA. They told me they wouldn’t be able to replace the oil because of liability issues - after having the oil change done in the same car at the same business for 3.5 years. For a second opinion, I went to Express Oil Change (can provide managers info) where the manager was called to look under the car. He explained to me that it looks as if one of the hoses had been replaced and when replaced, it was with a hose that was too short. They can’t get the oil filter out to perform an oil change without breaking the hose again. My dad wants to fix this himself since Valvoline didn’t fix it the first time.Business Response
Date: 04/29/2025
Hello,
We thank the guest for reaching out to Valvoline, and we’re certainly sorry
to hear about any issues the guest has experienced with their vehicle. With the
information provided, we were unable to locate a claim with our Customer Care
team regarding the previous damage/repairs. To move forward the guest will need
to file a claim with our Customer Care team.
Please note that in Dawsonville, GA, there are 2 oil change centers with the
Valvoline name. There is a Valvoline Instant Oil Change location on 15 Dawson
Market Way, which is owned and operated by Valvoline, and there is a Valvoline
Express Care – *** * **** on 6793 Hwy 53, which is not owned or by Valvoline. The
Valvoline Express Care – *** * **** is privately owned and operated they feature
our products but are not affiliated with our corporate office. If the guest
went to the Express Care Valvoline, they would need to contact that store
directly since they’re not affiliated with Valvoline. If the service was performed
at the Valvoline Instant Oil Change on 15 Dawson Market Way, please advise the
guest to contact our Customer Care team at ************ to start the claim
process.
Please advise the guest that no further action can be taken via BBB regarding
claims, as all claim communication is through our Customer Care team only.Initial Complaint
Date:04/29/2025
Type:Service or Repair IssuesStatus: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.
AC check and troubleshoot
Took my teenage son to get his A/C checked because it's not cooling and I can't tell what part it was. They called me to ask me questions but not to get authorization to proceed with the work. They charged me $159 to recharge the A/C knowing my A/C wasn't working. Then I asked for the manager and the CSR ***** said he was the only person I could talk to, and he said I didn't ask enough questions when I inquired of the services. The kid ***** who worked on my car was also rude and told me I should have asked for more information. They both ganged up on me and started getting mouthy, almost initiating a confrontation. No empathy, no customer service, and the manager ***** held onto my paper work so it slipped from my hands as I tried to grab it to leave. He told me that's what you get for trying to snatch it from my hand. They also laughed at me as I walked away and told me to have a nice day. As I write this they were outside pointing and laughing at me. That's really great service Vavoline.
If you want to stay in business get rid of the management team.Business Response
Date: 04/29/2025
Hello,
We thank the guest for reaching back out to Valvoline, and we apologize for any issues the guest has experienced with their vehicle. Our records show the vehicle was brought in for an AC recharge service. After the service was completed, it was determined that there was something further wrong with the AC unit, causing the AC recharge service not to be effective. Our management team advised the guest to have the AC repaired and then bring the vehicle back to Valvoline to have the AC recharge service completed again at no cost. The guest did get upset regarding the lack of communication from our management team, and we apologize for any frustrations the guest may have felt. The area manager of the location did speak with the guest on a recorded line through our Customer Care department and advised we cannot refund the AC recharge service and after the AC is repaired the guest can return to any Valvoline Instant Oil Change except where the original service was completed to have the AC recharge service re-preformed.
Please advise the guest that no further action can be taken via BBB regarding claims. If the guest requires further assistance, please contact our Customer Care team at ************, as all claim communication is through our Customer Care team only.Initial Complaint
Date:04/28/2025
Type:Service or Repair IssuesStatus: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 4/26/25 had an oil change performed at crystal lake valvoline instant oils change ]. During the service, a critical engine component — the tensioner bolt for my serpentine belt — was damaged, causing serious safety risks and making the vehicle unsafe to drive. Despite clear evidence (photos, inspection), themanager has denied responsibility.
I am requesting that Valvoline repair all damage caused, reimburse towing or related costs if necessary, and take full responsibility for the service error.
I have already escalated the matter to the ******** ******* as well.Business Response
Date: 04/28/2025
We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Currently this guests claim is still pending and under investigation, which means we will not disclose the information of the pending claim here. The guest has been notified today 4/28 multiple times that it takes up to 48 business hours for a return call from Upper Management. If the guest would like to check the status of the claim please reach out to our Customer Care team by calling ************* We want to advise this guest no action can be taken via the BBB. Our Customer Care team will be happy to assist.Customer Answer
Date: 04/29/2025
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,
******* *********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:04/28/2025
Type:Service or Repair IssuesStatus: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 an oil change with my own oil that I purchased from ******. I also had my own oil filter, which I primed myself. The last time I was at this location they use the extraction method through the dipstick tube to remove the used oil. I asked the technician if they were using the same method he said no the machine was full of oil so they were draining it the drain plug underneath the vehicle. after I was done, I left and went to ***** ***** where I checked my oil level to see where it was at. it was hard to read because it was dripping with oil. and I wanted to make sure I was on a level surface so it didn’t give me a false reading. When I determined that it was way over the fill line I proceeded back to the Valvoline instant oil change to let them know my oil level was way over the line. now, miraculously the machine that he said was full was now empty so he put tube inside my dipstick tube to remove oil and he pulled to 3 quarts over. so I don’t believe they took out the old oil. They just put it on top. So what they’re doing are very dishonest business practices and if I wouldn’t have caught it, my engine could’ve been messed up bad so I called customer service and all they wanted to give me was a discount on my next oil change which is BS.Business Response
Date: 04/28/2025
We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Our records indicate the management team reviewed the services you received during your visit and agreed the oil was overfilled. We removed excess oil from the engine and offered the guest 50% off his next oil change, to which the guest declined. We are unable to approve additional requests for fulfillment. The guest needs to reach out to our Customer Care team at ************ to discuss this further. Please be advised that no further action can be taken via BBB, please contact our Customer Care team. We consider the BBB claim closed, and no further action will be taken via BBB.Customer Answer
Date: 04/28/2025
This resolution is Ludacris . They’re only willing to give me $25. I don’t think so. I want my oil paid for because they ruined the oil that I had. They added new oil to old oil without draining the old stuff. This is negligence and intentional. I’m not having it I won’t be ever Returning to Valvoline i So why would I want a discount on my next oil change?Business Response
Date: 04/29/2025
Hello,
We thank the guest for reaching out to Valvoline, and we apologize for any
frustrations the guest has felt throughout the claim process. Our records state
our management team reviewed the services and determined the oil was overfilled
during the initial service. Our Valvoline team removed the excess oil from the vehicle,
ensuring the oil was at the correct level, and offered the guest a 50% off
coupon towards the guest's next service, but the guest declined the 50% off
coupon. We are unable to approve additional refund requests, coupons,
reimbursements, etc, as all requests are through our management team only. If
the guest would like to speak further with our management team regarding this,
please advise the guest to contact our Customer Care team at ************ to be
connected with management. Please advise the guest no further action can be
taken via BBB as all claim communication is through our Customer Care team
only.Customer Answer
Date: 04/29/2025
Complaint: ********
I am rejecting this response because:
This is not adequate. Your technician ruined my ******. I paid $45.00 for a gallon container & $25.00 for 2 quart containers. $11.00 for an ****** filter. For a $81.00 + 56.00 for the labor you charged. $137.00.
Sincerely,
***** *******Business Response
Date: 04/29/2025
Hello,
We thank the guest for reaching back out to Valvoline. If the guest would
like to inquire about a refund/reimbursement, please advise the guest they will
need to contact our Customer Care team directly at ************ to be connected
with management. Our management team at the store are the ones who make these
decisions and can better assist the guest.
Please advise the guest that no further action
can be taken via BBB regarding claims as all claim communication is through our Customer Care team only.
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