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:07/13/2023

  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 went to this location on 7/11/2023 for oil change for my 2010 ********** ****** while waiting for my turn inside my car I saw an advertisement that says A/C Service Here. I explained to the guy who check me in my issue with my A/C. I CLEARLY explain that my AC it been acting up that sometimes it cold and sometimes just blow hot air. He said he could fix it for $169.99 with that price I ask for warranty right away because I was concerned the high price plus me explaining him my issue and he said he could only do 1 day warranty before 6pm but I will see the air cold right away. I explained to him the air was cold when I got there so there is no way to determine if he fixed the problem or not because is currently cold. So he said... leave from here, run your car with the A/C in high, do the same thing tomorrow 7/12/2023 and if it doesnt work come back and I will check again. So the issue was not fixed; during my lunch time, I turned my car on, use the A/C and drove my car for 45 mins and the whole time the A/C blow hot air. I started calling the location to tell the manager the issue was not fixed and no one answer the call, you only get a recording machine and then a dead air. There is no way to communicate with them. Unfortunately I was unable to go to the store because I had a doctor appt same day at 5:15pm right after work. Bottom line is. I want a full refund of $169.99 plus tax because the issue was not fixed. Also they are shady because after he told me he will give me a day of warranty to bring the car back if the AC doesnt work. They made notes in the receipt to play me dirty and of course they did it after payment were made. I am very upset because if they only recharge freon in car, he should it say it, They are not specialist in AC. Dont say "99.99% your car will be fix" I have more details for this issue. I would like the full refund for that charge and the Office of President for Valvoline to contact me. 

  Business Response

  Date: 07/20/2023

  The customer came in for service on they day noted and requested an AC service which we provided. We do not warranty AC services. The customer stated we added that to the notes after payment, but we cannot add notes after payment with our system. The customer has still failed to contact us to resolve the issue and wanted to contact the BBB instead of the business. However, the business contacted the customer when made aware of the situation on 7/19/23 and refunded the customer for the AC service since we stand behind our work.

  Customer Answer

  Date: 07/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. HOWEVER, Is not nice from the business and/or store manager etc. to made the following comment--> The customer has still failed to contact us to resolve the issue and wanted to contact the BBB instead of the business. However, the business contacted the customer when made aware of the situation on 7/19/23 and refunded the customer for the AC service since we stand behind our work. On 7/19/2023 I received a 3 way call from customer service dept. with the store manager over the phone and **************** was nice and professional because he understood the issue the whole time while we were on the phone. I don't think is nice neither professional to be nice over the phone because "we" were on a recorder line and then come back to the BBB complain and make this statement. I attached proof of the calls I made to the store and no one answered because the call was never connecting which I explained to him twice. So I DID call the store!   In Regard the refund; today is 7/20/2023 and our conversation was yesterday, so yes, he agreed with processing a refund due to the inconvenience and also because he understood the AC service/work was not fixed as how was promised it. Bottom line is, I appreciated that store manager ****** called me to discuss the problem and he was nice and friendly BUT after I seen the response from business to BBB and don't think is professional at all especially when I have proof of my attempts in calling the business. Unfortunately I can confirm the refund has been processed because when a merchant process a refund it takes 10-14 business days. 
  
  Regards,
  
  ***********************