Complaints

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:01/04/2024

  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.

  10/13/23 Valvoline Express, routine oil change, car was functioning normally. After oil change, driving out of the lot, the oil pressure warning light came on. Immediately returned and reported the issue, was told small part looked worn, easily replaced, would have to wait until tomorrow. 10/14/23 returned, part was put on the vehicle, warning light remained on and the engine began making noises and smoking. Staff on site finally reported they were at a loss and not a full service shop, suggested it be taken to a full mechanic shop. Oil was leaking. 10/17/23 trained VW certified specialist took pictures and notations related to the oil pressure situation, concluding the oil and amnt of oil were wrong, part that was replaced was replaced was wrong, and part on the filter was missing completely. With the car being in working order prior to the routine oil change and then immediately afterwards having all of those things happening before even leaving the parking lot, followed by observations of the VW mechanic, I would like to be reimbursed for the costs I incurred directly related to the incident:
  Valvoline oil change $88.64
  Diagnostics $123.67
  Oil filter and adapter straw $79.68
  Mechanic oil change $90.38
  Engine oil pressure sensor/switch $185.92
  I was without the vehicle for over a week, causing a hardship for my family.
  I have repeatedly attempted to contact someone at the site, have only been able to speak with on site manager and my concerns were not relayed to the district manager/owner and they would not provide me with any way to contact him myself. I tried to contact corporate in several ways and once even sent them my documentation and photos, no response was forthcoming. After I tried to call the site for a couple of weeks, trying to be patient, they started hanging up on me or not answering my calls. I have documentation and the incorrect part in my possession.

  Business Response

  Date: 01/03/2024

  Hello, 

  We're certainly sorry to hear about this issue and understand the frustration. Per the receipt this guest went to a Valvoline Express Care location unfortunately, Valvoline Express Care locations are independently owned and operated which means they're not affiliated with our corporate office. Express care locations purchase our product but owned by a separate company. We would not be able to assist with this as we don't have access to the Valvoline Express Care systems. The guest would need to contact the center directly for assistance. Our Customer Care team can forward this information to the owner of the location. Please have the guest contact our Customer Care team at ************, and one of our agents will be happy to forward the information to the contact we have on file. However, this is not a guarantee the outcome or the owners response. 

  Customer Answer

  Date: 01/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I would now ask that BBB forward this complaint to the appropriate location based on response received. I have already attempted in numerous ways to contact someone and it was unsuccessful. I got nowhere past the on site manager who would do nothing and not even provide contact information for the owner. 
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 01/25/2024

  Hello, my name is ******. My family owns the Express Care in Springfield where this complaint/issue took place. I just know received the letter, due to being out of town, so Iam sorry for the late response.  **** (my store manager) touched base with me on this issue when it first surfaced to our attention. This is what **** shared with me about the customer's vehicle. He noticed the vehicle had the oil pressure sensor light on during the service. He also noted that the vehicle's turbo was spitting/leaking oil. Not knowing the severity of its leak, he told the customer about the illuminated oil pressure light. He advised the customer that he could switch out the oil pressure sensor if the customer wanted. The customer agreed to switching out the sensor. (he did not charge them because it did not turn the light off. Our cost was little to nothing for the sensor, so he was doing a kind gesture) So, that being said, the oil pressure was off due to the leak from the turbo housing from said vehicle. Vehicle is 10 years old, with 80k+ miles. I was advised when **** received the first complaint, but also gave me the circumstances of the vehicle prior to service. 

   

  With any questions or further action, send another letter to **** ***** ***** **. Ozark, MO. ***** or email me at *********************

  Customer Answer

  Date: 01/29/2024

  Complaint: ********
  
  
  
  I am rejecting this response because it only considers part of the situation and is inaccurate as to the accounting of what happened that day.  The important part of the situation is that when the vehicle originally arrived at the shop for a routine oil change, the oil pressure sensor light was not on and there were no mechanical concerns with the vehicle.  The light came on and the vehicle began leaking oil only AFTER being serviced by the shop.  The vehicle was in sound condition, went into the shop for routine oil change service, was returned to us, and as the vehicle was leaving the parking area of the shop is the time when the light came on and the engine began spewing oil.  Since the only service was an oil change, it is reasonable to think something was not done correctly during the service.  The vehicle was immediately returned to the shop to find out what was happening, and that is when **** saw the vehicle and the light was on. Upon further review by my own mechanic after the shop was unable to repair the vehicle, he states there were several mistakes made, including an incorrect part and a missing part, as well as wrong oil weight and amount.  I appreciate ****'s attempts to remedy the situation at the shop and if the attempts had been successful, I would have been satisfied that it was an error that was made right. However, the attempts were not successful, and my mechanic is stating the oil change service likely caused the damage and then the attempts at remedy were not completed correctly.  **** originally told me to submit my receipts for repair and he would reimburse me.  When I provided receipts, he then started saying he did not think they were at fault for any of it.  My attempts to contact anyone other than **** to resolve the situation or to discuss my perspective were met with hung up phone calls, ignoring me, or no response.  **** spoke to me several times and was professional, however, it was clear we were not going to agree on fault or reimbursements.  He kept saying he'd have to speak to his district manager, making it clear he didn't have authority to provide reimbursement. I could never speak to anyone other than ****.  Bottom line is, the car was fine before service, the car was damaged and lights were on immediately upon leaving the shop from service, attempts to remedy the damage were unsuccessful at the location, a mechanic stated damage and problems were due to errors made during and after the service, reimbursement for related repairs was alluded to but then declined with no further way to speak to someone with authority to provide reimbursement or look at the whole picture of what happened. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******* ****