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

  154 Franks Dr Madison, IN 47250-2462

  
• 

  Valvoline Instant Oil Change

  2114 State St New Albany, IN 47150-4923

  
• 

  Valvoline Instant Oil Change

  4909 Dixie Highway Louisville, KY 40216

  
• 

  Valvoline Instant Oil Change

  9903 Taylorsville Road Jeffersontown, KY 40299

  

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:04/28/2025

  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.

  4/4/2025 - took my Audi to Valvoline for an oil change. Dash indicator said low oil - add quart ok to drive
  Valvoline did their thing. Checked fluids, changed oil and filters. Advised me to start my car. Immediately received warning on dash indicator that transmission wasn't working- dash advised could drive forward but reverse unavailable. however, car would not go forward or reverse. Valvoline techs cleared codes asked me to try again. Nothing. Ran scanner for codes but they aren't transmission experts. advised I could have it towed somewhere. They pushed it out of the bay.. had vehicle looked over by Transmission shop and first question asked was if someone changed the transmission per red fluid around drain plug. Opened claim with valvoline who denied draining transmission or that anyone was under the car. They sent videos for me to review and as my car is pulling in you can see someone in the bay camera then it goes black... do not know if anyone was under the car. videos go black for extended periods. manager claimed many cameras alluding to numerous views that I may not have seen but when pressed she said there were only the 4. requested 2x for area manager to call me and it has been over a week with no call. customer care/ claims said they don't have to call me and they can only request. 3 weeks and still don't have any coherent resolution. only a list of coincidences: 1. transmission magically stops working after oil change. 2. videos go black for extended periods (manager said made determination from this?) 3. red transmission fluid around drain plug (asked asst manager colors of transmission they use... red (many euro fluids are blue). no car. no call from area manager.

  Business Response

  Date: 05/01/2025

  Our records indicate that the guest had a claim with our management team through our Customer Care team. Management investigated the guests concerns and reviewed video footage from the guest's service. The video footage and investigation verified the service was performed correctly. Our technicians performed the oil change via evac method and no drain plugs under the car were touched. Therefore, the claim was denied by our management team. If the guest has any questions about the denial, our Customer Care team can be reached at ************!

• Initial Complaint

  Date:04/28/2025

  Type:Product 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 have request for reimbursement in the amount of $680.98 due to damages caused by negligent service at your 3911 University Ave, San Diego location.

  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 have tried to contact you multiple times via phone call. Messages were left and not returned. The invoices he provided from ********** ****** ******* were blurry and need to know what exactly was the reason the oil filter housing was changed. Had the filter housing been cracked/damaged by Valvoline it would have leaked immediately. If the filter was left loose, it would have also leaked immediately and only would have needed to possibly replace filter only and torque down. We also reached out to the service center that repaired the vehicle for more information but they would not release information to anyone but the customer. We would be happy to discuss this matter further but need to actually speak with the guest. Please contact our Customer Care team at ************* Be advised no action can be taken via BBB, please call our team. 

  Customer Answer

  Date: 05/02/2025

  
  
  Complaint: ********
   
  
  I am rejecting this response because: ********** indicates that VOC oil change negligence customer sustained an oil leak, which required immediate professional repair of $680.98.  Documentation has been supplied and VOC has not responded with any reimbursement.

  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 05/05/2025

  Thank you for taking the time to reach out to us about your service experience. We apologize for the frustration this may have caused, our records indicate the management team reviewed the services you received during your visit and approved the reimbursement as requested by the guest. This claim is closed, and no further action will be taken.

  Customer Answer

  Date: 05/05/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution of reimbursing me $680.98 by VOC 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 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.

  Valvoline did a full synthetic oil change on my 2007 Tahoe on October 30, 2024 for $119.50. I returned during March of 2025 for my next oil change. I left after 45 minutes of waiting for service and the line not moving. On April 5th, 2025, I took my truck to another shop for an alignment and oil change. The shop discovered that the oil pan drain plug had been cross threaded and refused to service the oil change. I returned to Valvoline with my documentation. They inspected the vehicle. Agreed that the plug was cross threaded and filed a claim for me. The claim was denied on April 24th, 2025 stating that oil pans are wear and tear items. At no time during my original oil change at Valvoline in October did their technicians notice or disclose to me that there was damage to my oil pan drain plug or threads. Valvoline claims to have video of the original oil change but refuses to let me view it without involving an attorney. I dispute that an oil pan is a wear and tear item and feel that the company should pay the cost of repairs. My oil pan was not damaged before their technicians performed the oil change. I have been quoted over $1,300 to replace the oil pan as it is a 4x4 vehicle that requires extensive labor.

  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 denied your claim. This denial is due to the fact that the vehicle in question has over 300,000 miles - the oil pan is considered a wear and tear item. Our management team holds the final decision in the claims process and we back their denial. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************.

• Initial Complaint

  Date:04/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got my oil changed at this location in February, and I am pretty sure that they accidentally put oil in my coolant reservoir. It went unnoticed by myself for two months until I noticed an oil leak in my garage. I was shocked to find the coolant reservoir full of oil. I had the vehicle serviced by another shop due to my lack of confidence that Valvoline would fix it properly. After all this I contacted Customer Care to try and get this matter resolved after multiple emails without response I called customer care and was connected to the assistant manager of the location and was told that there was nothing they could or would do to resolve this issue. I asked to be contacted by someone who could actually help me and finally got a call from the area manager. He informed me that they had investigated the issue and determined that they were not at fault. Valvoline's training and procedures will not allow a mistake like this to be made. He then went on to say that I put the oil in my coolant reservoir and was now looking for someone to pay to fix my mistake. I have continued to email Corparate Care to get the matter resolved with no response. After calling yet again, I found out several things. Corporate Care has no ability to resolve any situation they are mearly there to take notes and record conversations between you and the local site in question not only that but they have no ability to over turn the local managers ruling on the matter. I also learned that the Millard location is not a corparate owned location but a franchise. It would be nice to know who the owner is and if they are aware of any of the issues taking place. Never go back to this location they will mess up the oil change and then deny any wrong doing.

  Business Response

  Date: 04/25/2025

  Our records indicate the guest started a claim with our upper management team through our Customer Care team. Management reviewed and investigated the guest's concerns with their service. Our Area Manager spoke with the guest and advised that if oil had been added to the coolant, the vehicle would have experienced issues before 2300 miles were driven. The coolant level was marked as checked on the invoice, which required nothing to be added. The Area Manager has the final decision in the claims process and has denied the claim based on the investigation findings. We back the decision of our management team, no further action can be taken.

  Customer Answer

  Date: 04/28/2025

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

  The area manager states that their training will not allow for this to happen. If this is the case why are there so many other instances of wrong doing by their service techs. Their Customer Care is nothing more than an answering service. I would like a response from the owner of the location. This location is a franchise and corporate can not make any judgments. How does this much oil end up in the coolant reservoir and blaming me the customer is not a suitable response. 

  
  Sincerely,
  
  
  
  **** *********

  Business Response

  Date: 04/28/2025

  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: 04/28/2025

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

  This is just not acceptable. I am not going away. The area manager in my opinion called me stupid and incompetent and put oil in my coolant reservoir this has made me very angry and I will not stop until I receive a suitable out come. 
  
  
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:04/25/2025

  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 allowed this location to perform oil changes on my 2022 Nissan rogue twice. They damaged my skip plate and my undercarriage. At first they tried to cover it up by giving me a free oil upgrade. Once I discovered my car had been damaged by them I came back for them to take a look and order the parts to fix it. They acknowledged that they damaged my car in multiple places because they did not know how to properly put my skip plate back onto my undercarriage. Now they are trying to deny the claim deny the damage and refusing to show me the video footage from the bay when they had my car. The assistant manager Justin showed me the photos of the damage to my vehicle and told me it was due to the bay worker not putting my vehicle back together properly. Now the manager at this location is refusing to process my claim

  Business Response

  Date: 04/25/2025

  We hate to hear about this guest's experience. I was able to locate an open investigation that our management team is actively working to address. A member of our management team reached out at 10:30 this morning (4/25), but did not reach anyone. The guest can reach out to our Customer Care team at ************* and they will be happy to connect them with management for further assistance.
  
  

  Customer Answer

  Date: 04/28/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have been in contact with management and I have requested that they show video footage from both dates my vehicle has been serviced in 2025 by this location. Management has rejected my claim and stated they will not be paying for the claim even though Valvoline is most definitely responsible for the damages to my undercarriage. Again I request that Valvoline be responsible for my repair cost. As I have given them a chance to repair it themselves and they rejected that so now I am seeking reimbursement in full
  
  
  
  Sincerely,
  
  
  
  ********* ******

  Business Response

  Date: 04/28/2025

  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.

• Initial Complaint

  Date:04/24/2025

  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 was out in fishers Indiana for work and stopped by valvoline to replace a light bulb that was out. I ended up having to replace both of them because the only ones they had would not match the ones I have. I had them replace them and paid for the service. Recently I was noticing the light would turn on and off so I went to my local valvoline as it was time for my oil change. I asked them to check the light and explained I had recently replaced them at a different valvoline and found it odd that it was out already. They checked the bulb and explained that it was not out but was not installed correctly. After trying to put it back together he explained since it wasn’t installed correctly the heat of the bulb melted the housing and could no longer be installed correctly. He explained the headlight would have to be replaced. I then filed a claim with valvoline and was told to get a quote for the replacement of the headlight. I tried to go to a local shop in hopes it would be less expensive but they explained that I would have to order the oem headlight from the dealer to avoid getting an aftermarket headlight because they would not match. I got a quote from the dealer for the replacement of the headlight and the labor I submitted the quote and valvoline has not responded going on 4 days. I explained that driving without a headlight I’m running risk of getting pulled over and getting a ticket and needed this matter taken care of as soon as possible. I’m still waiting to hear back from but would like some help getting this matter resolved. They have records of the serviced being done and at the most recent valvoline visit they noted how the headlight was damaged. I been going to valvoline for some years now and trusted their service and am a bit disappointed with their delay to respond to this matter.

  Business Response

  Date: 04/24/2025

  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. 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: 04/24/2025

  
  
  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:04/23/2025

  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 Thursday 4-16-25, I brought my son’s vehicle into the Deland Valvoline location at 5:30 in the evening for an oil change. The car was in perfect running condition prior to the oil change (89,000 miles). The car was not driven Friday except 10 miles. On Saturday 4/18 my son was driving on Interstate 4 and the car began to smoke and not accelerate. We had to have the car towed back to my house and upon an inspection. The tow truck driver mentioned that it might be an oil issue. I checked and It was noticed that the oil was extremely high, way above where it should’ve been
  
  A technician from Valvoline came out to change the oil to see if that helped and told me that there was definitely too much oil in it and that’s what would cause this issue. There was well over 5 qts according to the tech…car holds 4. I personally believe there was much more then 5 qts.
  
  That didn’t work, so Valvoline asked me to bring the car down to do an engine cleaning of some sort. They realized something was wrong and towed it to Ford.
  
  I received a call this morning telling me that what’s going on with the car has nothing to do with the oil change. I was told it was a motor mount and an oil switch and the smoke is residual oil which is complete and utter BS. As stated above this car had no mechanical issues like this prior to the oil change.
  
  
  So Valvoline is denying their overfilling of the oil did any of this. Now my sons vehicle is inoperable.
  
  
  Attached is a photo I took prior to their technician coming to look at car. You can clearly see how high the oil is. I have an actual video but was not able to upload

  Business Response

  Date: 04/22/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we’re certainly sorry
  to hear about the issues the guest has experienced with the vehicle. Our
  records show a claim was started by our management team at the location, so an
  investigation could be started regarding the issues with the vehicle. Our management
  team stated the vehicle was overfilled a little, but after the oil change was
  redone, the oil pressure light was still on, so the vehicle was then towed to
  the dealership for further diagnostics. The dealership stated the vibration/idling
  is due to a motor mount being blown, and the oil pressure light is a bad switch.
  The dealership stated the issues with the vehicle are not related to the oil change.
  Our management team has denied the claim, and we stand behind our management
  team’s denial.  
  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: 04/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response.    The tow truck driver that picked up my vehicle, stated it had at least 3 to 4 quarts overfilled. The technician that came out from Valvoline stated it was overfilled and the guy who did the oil change should be fired.  My neighbor was actually here when the technician was present and saying this. This car had no issue prior to this oil change.  The car is now being towed to a private mechanic to do a formal work up on the car.  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 04/23/2025

  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.

• Initial Complaint

  Date:04/22/2025

  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 January 9, 2025, I brought my 2013 Hyundai Sonata (VIN: ****************** to Valvoline Instant Oil Change (25 Coon Rapids Blvd NW, MN) for a routine oil change. I provided my own oil and oil filter. According to Invoice *******, the old oil was evacuated and replaced.
  
  However, after only 3,610 miles (on April 20, 2025), the engine failed. The dipstick showed almost no oil, the remaining oil was pitch black, and metal shavings were found in the VVT solenoid. The engine stopped, emitted smoke, and is now seized. Diagnostic scanner showed code P0014, confirming oil pressure/timing issues. The oil pressure light never came on, likely due to improper oil refill.
  
  I have full documentation: dipstick photos, metal shaving photos, OBD2 scan results, odometer photo (105,090 miles), and the service receipt. My mechanic confirmed internal damage from oil starvation. The vehicle ran perfectly prior to this oil change and had no leaks.
  
  I respectfully request a total compensation of $6,000 to cover all damages caused by the improper oil change service. This includes:
  
  $1,500 for a replacement used engine (under 200,000 miles),
  
  $2,500 for labor, fluids, parts, and installation,
  
  $500 for towing, diagnostics, and lost income due to being without a vehicle,
  
  $1,500 for the stress, inconvenience, and hardship caused by this situation.
  
  I believe this amount is fair and reflects the real cost of repairing the damage caused by negligence during the service. I am willing to provide all supporting documents, photos, and allow independent inspection of the vehicle to confirm the issue.
  
  This service failure caused major financial harm, left me without transportation, and damaged the only vehicle I rely on for work. I trusted Valvoline and was failed.

  Business Response

  Date: 04/22/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we apologize for the
  issues the guest has experienced with the vehicle. With the information
  provided, we did not locate a claim filed with our Customer Care team. To move
  forward in starting an investigation the guest must contact our Customer Care
  team at ************ and file a claim. 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:04/22/2025

  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.

  To Whom It May Concern,
  
  I am writing to formally request an immediate investigation and resolution regarding damage caused to my vehicle during a routine oil change at Valvoline of Shrewsbury, MA. On 3/14/25 at 9:37am, I brought my 2021 Jeep Cherokee in for an oil change at Valvoline of Shrewsbury, MA. During the service, the technician improperly removed the cabin air filter from under the hood instead of from under the dash, as required for my vehicle. As a result, they broke the blend door actuator sensor and gear, causing a loud and persistent knocking noise whenever the heat is on.
  
  After acknowledging the issue, the staff assured me that management would follow up, yet I have received no contact or resolution. This lack of accountability is completely unacceptable. I am now facing a major repair at the dealership, costing $566.65, not to mention the inconvenience of being without my vehicle and needing to arrange help to get to and from the dealership which is 40 mins away from my home—a critical issue as a full-time professional who relies on reliable transportation.
  
  I am requesting full reimbursement for the repair costs required to fix the damage their service team caused.
  
  You may contact me at 978-766-5438 or [email protected] to discuss this further.
  
  I trust that Valvoline will take responsibility for the damage caused and will resolve this issue professionally. Please confirm receipt of this letter and provide a timeline for any corrective action. Many thanks for your assistance and time.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 04/22/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we apologize for the issues the guest has experienced with the vehicle. With the information provided, we did not locate a claim filed with our Customer Care team. To move forward in starting an investigation the guest must contact our Customer Care team at ************ and file a claim. 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. 

  Customer Answer

  Date: 04/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do not believe Valvoline will deal with the issue since I have already sent a message to their corporate website and no one has responded. This along with the lack of response from the store manager makes me completely dissatisfied and disgusted by their business practices. 
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 04/24/2025

  While we empathize with the guest's situation, as previously stated, we do NOT have a claim in our system with the guests name. In order for us to properly investigate, we will need a claim started by calling our Customer Care team at ************. We will be closing this BBB claim, in order for the proper claim to be made and investigated. No further action will be made on this BBB complaint. Again, please reach out to our Customer Care team.

• Initial Complaint

  Date:04/22/2025

  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 April 11th, I had an oil change done at Valvoline in Pickerington. On April 14th, when temps were higher, the car overheated and broke down, leaving me stranded on the side of ******* ****. The mechanic that I called found the coolant reservoir cap was missing when he opened the hood. I contacted Valvoline, they gave me a claim number and said the Pickerington branch manager would reach out within 48 hours. I did not hear from them again. I had the car towed and repaired. The result of the car overheating cracked the water pump. I would like to be reimbursed for the engine repair, money spent on rides to/from work, and the coolant purchased. I would also like the entire engine inspected for further damage.

  Business Response

  Date: 04/22/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we apologize for the
  issues the guest has experienced with the vehicle. With the information
  provided, we did locate an open claim that is currently pending. Unfortunately,
  we are unable to assist with claims via BBB, as all claim communication is through
  our Customer Care team. We will forward this information to the market manager
  of the location to inform them that the guest has not been contacted and needs
  to be contacted ASAP. Please advise the guest that if they do not hear from
  management within 24 business hours, they should contact our Customer Care team
  at ************* 

  Customer Answer

  Date: 04/23/2025

  
  
  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,
  
  
  
  ******* ***** 

  
  

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