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:04/21/2025

  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.

  My name is ****** ****** On April 9th, 2025 I went to Valvoline Instant Oil located at 900 East Lake Street in Minneapolis Mn to get a simple oil change and that's it! There was not one leak on my car at all before I entered their garage. Before he began the oil change, he started checking all the fluids. He than asked me to get out of the car because he wanted to show me something and then he showed me that my transmission was leaking which in fact all the transmission fluid had leaked out. Immediately he said, "I didn't touch anything." and I told him that's impossible my car was just fine before I brought it in here. We debated back and forth until his boss steps forward and proceeds to tell me the same that it was not their fault and for me to leave and consult a mechanic and I did just that! I pulled out of the garage and barely made it across the street to ****** ********** where they told me that my transmission dip stick and casing had been forcefully pulled out which led to the breaking of the hinge that holds it in place and that is why most of the transmission fluid had come out. I got it fixed and the labor only was $165.00 dollars, Transmission fluid was $80.00 dollars. And the parts were $61.99 dollars. I made a claim with Valvoline corporate office to which they denied my claim. This is why I am reaching out to you and I really need your help. I am in dire straights.

  Customer Answer

  Date: 04/22/2025

  Hi this is ****** ***** thank you for getting back to me yeah requesting a refund is okay with me I'm not worried about the pain and suffering I'll handle that in a different matter so yes if you can go ahead with requesting a refund that would be great I would really appreciate that and thank you so much for getting back to me

  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. Our records indicate our management team has denied the claim due to no service being performed at Valvoline. The guest came into the Valvoline shop requesting a transmission fluid replacement, and after inspection, the service was denied due to the transmission leaking. The guest was advised by our team to take the vehicle to a full-service mechanic shop for further inspection. Our management team holds the final decision on claims, 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: 04/23/2025

  
  
  Complaint: ********
   
  
  I am rejecting this response because: I clearly indicated in my complaint that I went in there for a regular oil change not a transmission fluid change like Valvoline is saying I did not I repeat I did not go in there for a transmission fluid change I went in there for a oil change and they broke my dipstick by checking the transmission fluid which is their job to do just that check all the fluids while having an oil change done I can't believe these people are actually lying well actually I can believe it but yes I truly went in there for a regular oil change they broke my transmission dipstick and the casing it leaked transmission fluid all over that's the reason why they did not do the regular oil change is because they broke apart on my car the transmission dipstick so that's why they did not want to service me it had nothing to do I did not go in there for anything about the transmission I went in there for a oil change and that was it and the outcome of it was that my transmission dipstick casing got broke and I want them to pay for it I thank you guys for doing all you can to help me but what do I do now because they're they're lying in the statement that I wrote to you guys it clearly said that I went in there for a oil change could you please get back to me and let me know what I should do and thank you..
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 04/23/2025

  While we empathize with the guest's situation, our management team holds the final decision in the claims process and has denied the claim. No further action can be taken.

  Customer Answer

  Date: 04/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they are completely lying and I'm totally getting treated unfair and I'm ready to almost take this to court there has to be video of the technician checking the fluids as i indicated in the initial statement I came in there for a simple oil change and it turns into over a $200 transmission repair all I want is for them to pay for the damage that they caused the employee that caused the damage was in the middle of telling me how it happened until his boss came and interrupted us and told him not to say anything else and tried to rush me out of the garage saying that I need a mechanic and it was not their fault please I just want my car fixed..
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:04/21/2025

  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’m a regular customer at Valvoline instant oil change in Oviedo Florida. The issue I had was the technician did not tighten the fasteners for the engine splash shield of my Honda clarity 2018 and I was driving on the highway coming from Kissimmee when I heard loud noise coming from under the car. I couldn’t stop on 417 to find out what was wrong due to the busy traffic and the high spped. Finally when I got off the highway stopped by a mechanic to check what was wrong. He asked me where I got oil change done. I told him yesterday at valvoline. He told me that they didn’t tighten the metal guard and now it’s bad. Needs to be replaced. I went back to valvoline who told me they took care of the issue. However it keeps happening. Please replace that part

  Business Response

  Date: 04/21/2025

  We are sorry for the frustration felt by the guest. With that said, 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.

  Customer Answer

  Date: 04/21/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Claim number ********* filed today
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 04/22/2025

  Hello,
  We appreciate the guest for reaching back out to Valvoline and providing the correct information to locate the claim. Our records state the guest started a claim with our Customer Care team on 4/21/25, and the claim was then forwarded to the management team of the location. When a claim is started, the claim is then sent to our management team to review the service, then our management team will contact the guest within 24-48 business hours (1-3 days). 
  Please advise the guest that no further action can be taken via BBB regarding claims. All claim communication is done through our Customer Care team only. Please advise the guest if they have any questions or need to be connected with management contact our Customer Care team, at ************* 

• Initial Complaint

  Date:04/21/2025

  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.

  In November 2024, I took my vehicle to Valvoline for a routine oil change. After paying $100 for oil change and new oil filter, I thought I was good to go. But on 2/5/25, my oil pressure light and service engine light started flashing and my car had to be towed. I paid $157 for diagnostic and was advised that my oil filter had a hole and had leaked so much oil that the dipstick was dry. I ended up paying $82.97 for a new oil filter and oil. I reached out to Valvoline for a refund for the oil service performed in 11/2024 and for the new oil filter and oil I had to get in 2/2025 well before the required mileage and date. I filed a claim with Valvoline Customer Care on 4/4/25 and provided pictures and documents. After 2 weeks, Valvoline Customer Care finally called along with the service manager, ***** to let me know that they haven’t reviewed the information and I shouldn’t have waited to contact them. At this point, I just want a refund for the service performed and what I had to pay to fix the error. I have been a loyal customer with Valvoline for many years and really surprised at the lack of accountability or willingness to resolve.

  Business Response

  Date: 04/21/2025

  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 diagnostic and additional oil change were not approved by Valvoline. 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." Because we did not get an opportunity to inspect the vehicle prior to the diagnostic/oil change service and for the fact that the guest no longer has the vehicle because it has since been traded in - 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.

  Customer Answer

  Date: 04/21/2025

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

  Car was not drivable at time of issue and had to be towed. At time car malfunction, we were not aware it was an oil issue until diagnostic was completed. Valvoline is not a car service shop so there was no need to tow the car there not knowing what was causing the issue. The fact that the car was not drivable, would Valvoline paid for the tow, car rental, oil filter/oil change, and the inconvenience of it all? I’m asking for a refund on the oil change/oil filter that was needed prematurely  to resolve the issue. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 04/22/2025

  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: 04/22/2025

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

• Initial Complaint

  Date:04/21/2025

  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 cut the ground strap and the outertail light.  Manager at Valvoline said to take it to the dealership the price was $745.85.  He said they-Valvoline would cover it.  They did not. 

  Business Response

  Date: 04/21/2025

  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 work completed at the service center was properly completed and without error. Our management team holds the final decision in the claims process and we back their denial. The issues you are experiencing are not related to services received at our facility. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at *************

• Initial Complaint

  Date:04/21/2025

  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 had my oil changed at Valvoline on 4/1/2025. About 15 minutes after the service my oil light came on. I returned to Valvoline and the technician said everything was fine. I did not trust this opinion, so I had my car towed to the dealership. At the dealership they found the drain plug did not have a crush washer and oil was leaking from the drain plug and the oil filter. I had to pay for a tow and for the dealership to correct the problem. I contacted Valvoline and provided documentation from the tow company and the dealership. They are unwilling to pay the charges I incurred due to their faulty work.

  Business Response

  Date: 04/21/2025

  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.

• Initial Complaint

  Date:04/21/2025

  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 went to Valvoline on April 7 2025 between 4pm and 5pm and had and oil change service a couple of days later I called to see if me and the business can get down to the issue that I did not have at first with my vehicle be resolved and fixed but when the two gentlemen came to my home to check my vehicle after I called on Saturday at 9:04 am to speak with a manager about the issue occurred after receiving my oil change I explained to them and showed them the pictures of the issue that occurred with my car after I received service from them that I never had and they tried to make it like it was another issue that had nothing to do with them but I showed them proof one of the men from the place then reset my oil change to say it was just needed to be reset again and that all these other things that was not wrong with my vehicle so I explained that I had no issues completely at all going on with my vehicle until I received an oil change from them and that that’s tried to take pictures of something saying I had a leak that was not there before I.received an oil change from them and tried to say it was other issues but I had my vehicle put on the machine multiple times to get checked and there was no issues until I got the oil. Changed after they said it was nothing they could do after I showed them about my oil change was showing red and I’ve ever had these issues so now I’m stuck with having to figure out how to get my vehicle fixed and this is my only resource to get to work and do things for me and my family important and I live on a budget living after I explained that I can’t afford to get something fixed that was done by they company I don’t like being a person to cause problems or be problematic at all never had those issues so now I’m stuck with a problem that I know they know they created

  Business Response

  Date: 04/21/2025

  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 we checked the vehicle personally at the guest's home and found nothing wrong. The vehicle was not making any type of noise. We advised the guest as is our procedure - to have the vehicle inspected by a mechanic and we would pay for repairs if we were at fault. The guest began threatening legal action. It should also be noted that the vehicle has gone 30k miles between services. Our management team holds the final decision in the claims process and we back their denial. The issues you are experiencing are not related to services received at our facility. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at *************

• Initial Complaint

  Date:04/17/2025

  Type:Product 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 brought my car to get oil changed. when i got home i noticed that the receipt had much higher mileage than my car actually had. the employee had entered the wrong mileage on my receipt which is wrong. i then did some googling and found out that they sell your data to insurance companies. i contact customer service and they told me that they would try to fix it. they sold the data with wrong mileage to carfax which caused my insurance rates to increase. no where on their website do they state that they do sell your data to other companies. i just looked at their website now and i see that they are advertising that they don't share your data with any 3rd parties. what do they consider carfax and insurance companies then if they claim they share your data with 3rd parties. this is fraud behavior and should be reported and investigated by attorney general. they refuse to fix my mileage and they have cost me a lot of money in increased insurance premiums since insurance companies use the data that is sold to them to find out how many miles you are driving. my problem is that these guys purposely put higher mileage to make it seem like i haven't gotten my oil changed regularly, and that i'm driving more miles than i actually am. no where on their website does it state that they sell your data to carfax, in fact is states the opposite. this was at hudson ma. i asked the manager to call me and the manager refused, which shows that the manager is in on this scheme and probably getting kickbacks from insurance companies to fraudulently put higher mileage

  Business Response

  Date: 04/17/2025

  Hello,
  We thank the guest for reaching out to
  Valvoline, and we’re certainly sorry to hear about any miscommunication or
  confusion this may have caused. We’d like to help clear this up. First, we hate
  to hear the guest’s mileage was entered incorrectly, but this is an easy, quick
  fix to ensure there are no discrepancies with the vehicle maintenance records.
  Here at Valvoline, personal info, such as name, address, etc, is not shared
  with CarFax, but we do share the vehicle maintenance services that are performed,
  the date of service, and t,he mileage during the service. We do NOT share
  information with insurance companies. Per CarFax they state –
  “CARFAX does share information with
  insurance companies, but it's not a direct sharing of personal information like
  names or addresses. They share data about vehicle history, which can include
  accident reports, maintenance records, and other relevant information. This
  data is used by insurance companies for risk mitigation, policy underwriting,
  and claims processing.”
  However, the guest can request that all
  visits to Valvoline be deleted from their CarFax report. With the information
  provided, we were unable to locate a case filed with our Customer Care team,
  and to move forward in correcting the mileage as well as having Valvoline’s
  services removed from the guest's CarFax report, they will need to contact our
  Customer Care team at ************. Our Customer Care team will file a case
  with a case number as well as provide the guest with whatever information they
  need. These updates usually take 5-7 business days to be corrected/removed
  through CarFax. Please note our Customer Care team is the department that
  handles CarFax requests, and all communication must be done through our
  Customer Care team. 

  Customer Answer

  Date: 04/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I called customer support before and they told me to go away and that they could not help me. Where on your website does it state  that data is shared with vavoline. I would like all my data deleted effectively immediately. I also heard that you guys mostly hire ex convicts to work in your shops which is extremely disturbing. I also want off your email list.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 04/17/2025

  Hello,
  We appreciate the guest for reaching back out to
  Valvoline. We can assure the guest if they contact our Customer Care team at
  ************, one of our agents will be able to assist on a recorded line. We
  are unable to assist via BBB as our Customer Care team is the department that manages
  CarFax corrections/deletions. No further action can be taken via BBB

  Customer Answer

  Date: 04/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: on vaoline website it states that no information is shared with 3rd parties. no where does it state that any info is shared with carfax. at this point, i just want to know where it states on their website that they share data with carfax. they have admitted to sharing data to carfax. i would like to also know how much money they make from sharing data with carfax. they already charge over 100 for just an oil change, how money hungry and greedy are these people. they are lying on a public form by denying they share any data
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:04/17/2025

  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.

  Business performed oil change on my vehicle in December 2024. Check engine light came on April 2025. Took it to Valvoline in SC and they discovered that something wasn’t tightened properly by this location in DE and caused my oil to leak. There was no oil at all on my dipstick. Called customer service and manager reviewed footage, admitted on recorded line that footage doesn’t prove anything to back up his defense, became combative and closed my claim. Called customer service back and they stated they will escalate to his boss but it would be highly likely that I get any resolution. Attaching my google review for more details.

  Business Response

  Date: 04/17/2025

  Hello,
  We appreciate the guest for reaching out to Valvoline, and we’re certainly
  sorry to hear about any frustrations the guest has felt throughout the claim
  process. Our records show a request has been submitted to have the area manager
  review the claim as well as listen to all recordings regarding this claim. The
  area manager will follow up with the guest directly.
  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:04/17/2025

  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 went to this Valvoline in Kettering, OH for a last minute oil change. During their inspection of my truck they informed me that one of the bulbs in my third brake light above the rear window on my truck was out and asked if I wanted them to replace it, so I said sure. Well two weeks later it rained and started to leak inside my truck throw the headliner. I called Valvoline they said come back. Went back they said the seal on the light looked fine, might be the antenna, told me I would have to take it to a dealer. Take it to the Chevy dealer, who says light was installed wrong, needs to be replaced. Call Valvoline customer service start a claim informing them it was the light. Chevy dealer has everything taken apart waiting for parts to come in. Valvoline calls me back wanting me to take it from Chevy back to them to replace the light. After dealership having my truck all week needed a rental car for weekend, which Valvoline refuses to pay for. Finally get my truck from dealership and take it to Valvoline to replace the light. Asked Valvoline about my headliner, wants me to just get it cleaned. After calling three different places, no one will clean a headliner says they are too sensitive to clean. So this Valvoline manager has lied to me multiple times to get out of paying for their mistake. I could have gotten my truck from the dealership sooner and not have rented a rental car if they would have handled things sooner, tried to say my truck was taken apart due to me adding service at the dealer, when I added a fuel flush, nothing involving my truck being taken apart. Colin from Chevy informed me it was the headliner and brake light that was taken apart because they were waiting on the parts to come in. I’ve run around and lied to. Now I have smelly truck with water lines on my headliner.

  Business Response

  Date: 04/17/2025

  Hello,
  We appreciate the guest for reaching out to Valvoline, and we’re certainly
  sorry to hear about any frustrations the guest has felt throughout the claim
  process. Our records indicate that our management team accepted responsibility for
  the claim and approved the light housing replacement as well as the headliner
  to be steam cleaned. Our management team did speak with Erica at the dealership
  on a recorded line, who stated the vehicle wouldn’t be ready as the guest was
  having other services performed on the vehicle, so the guest obtained a rental.
  Our management team denied reimbursement for the rental as the work being done
  on the vehicle over the weekend at the dealership was not related to the light
  damage or cleaning of the headliner. Other than denying the rental
  reimbursement, our management team did get the light housing replacement and
  advised the guest to go to Ziebart by the Dayton mall to have the headliner
  cleaned, which will be covered by Valvoline. We stand behind our management
  team’s decision regarding the rental reimbursement request.
  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: 04/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  You may call ****** ****** at *********** ***** who was the representative I was assigned at Chevy. As I sated on your recorded line a fuel flush is what I added and that didn’t require my truck to be taken apart. The headliner was still as Chevy was under the impression it was to be replaced and the light was removed because they were waiting on the part to come in. I called 3 different companies, plus another location for the same company, so I spoke to 4 different people who said they do not steam clean headliners as it is a bad idea to put heat to them due to the glue. One of those businesses being Ziebarts, who Valvoline suggested. So if Valvoline would like to call around some more to find a place willing to clean it with the possibility it may get messed up even more and will need to be replaced anyways, even though it should be replaced before it starts to mold. Thanks for taken responsibility for the light, but it caused other issues that still need to be taken care of. 
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 04/17/2025

  Hello,
  We appreciate the guest for reaching back out to Valvoline. We’ll be happy
  to pass along the feedback to management regarding the headliner being unable
  to be steam-cleaned.  
  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: 04/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This is how I will communicate as I feel necessary, until I hear from upper management as requested. Since I was told on a recorded line rental car was above the local management's pay grade, and I was lied to about being able to steam clean my headliner. 
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:04/16/2025

  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.

  Dec, 2024 I went to Valvoline Instant Oil Change for a routine oil change and paid $79.32. Approximately one week later, I discovered a significant oil leak in my garage. I returned to Valvoline, and they admitted the oil drain plug had not been properly tightened during the initial service.
  
  They claimed to have resolved the issue, but in the process, oil was spilled across the hood and windshield of my Jeep. Shortly after this visit, my check engine light came on. I took my vehicle to the dealership, where I was informed that the oil adapter and gaskets had been damaged and needed replacement. The dealership also noted that there was no oil left in the vehicle and performed another oil change.
  
  The total cost for these repairs came to $1,324.22. This situation could have been completely avoided if Valvoline had performed the oil change properly the first time. Their negligence caused unnecessary damage, inconvenience, and significant out-of-pocket expenses.
  
  I am requesting full reimbursement for the repair costs and a formal acknowledgment of their responsibility.

  Business Response

  Date: 04/16/2025

  We are sorry for the frustration felt by the guest. With that said, 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.

  Customer Answer

  Date: 04/17/2025

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

  Just because I did not file a claim with Valvoline does not mean they are not responsible for the damages caused to my vehicle during oil change. If they do not take responsibility I will live and learn from this experience and my next step to leave negative feedback on their website. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 04/17/2025

  Hello,
  We appreciate the guest for reaching back out to Valvoline. Please advise
  the guest to move forward, a claim must be started so a proper investigation can
  begin. Once the guest starts a claim, this is then forwarded to our management
  team to review the video footage from the service to determine what occurred
  then our management team will follow up with 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, and they can be reached at
  *************