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:01/17/2023

  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.

  Below is an accounting of my wife *****’s service experience at the facility. 1. Arrived there at approximately 9:00 AM 2. Asked for an oil change using the synthetic oil that I have used in the past. 3. The manager (I believe that is who he was) discussed with me all the procedures that I needed done in addition to the full synthetic oil change. This was after about a half an hour of someone looking at my engine. The services he recommended were rear differential fluid replacement, radiator fluid replacement, plug and gasket replacement, automatic transmission fluid replacement, and front differential fluid replacement. 4. He told me that it would cost over $650 to do all the procedures. I asked him to prioritize which ones should be done now. He didn’t do this. He worked up a discount on all the services which brought the price down to $578. I agreed to do the services. 5. The process took until almost 12 noon. During that time, one technician showed me the dipstick from the oil change, and then a different technician showed me the dipstick from the oil change again. Nobody spoke to me about any transmission situation/issue at any time during the 3 hours I was at the facility. Later that day, we noticed that the vehicle was starting loudly and riding somewhat roughly in travels locally, which was surprising given the recent service work at Valvoline. We limited driving the vehicle through the weekend and on Sunday, she made an appointment at the ****** dealership on ******* **** for a review. Subsequently, on Tuesday 1/3/23, we were advised that the transmission fluid in the vehicle was wrong and the transmission was damaged beyond repair. A reman one could be installed for $8300. She contacted me about it and also the store, and a refund for that portion of the service was initiated. The reman transmission is far more than the refund of the service work and Valvoline will not accept responsibility for any more than the $150 refund.

  Business Response

  Date: 01/26/2023

  We have currently reached out to the customer to resolve the issue. 

  Customer Answer

  Date: 01/31/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  We have not yet successfully connected with the business.

  They left a VM last Thursday and sent an email Friday and we responded in kind, returning the call and responding to the email, but there has not yet been any resolution to the matter.

  
  Regards,
  
  **** & *************************

  Customer Answer

  Date: 02/14/2023

  Waiting for item from Valvoline to resolve after speaking with them 2/6/23 but nothing received yet.

  Claim still open and unresolved

  Customer Answer

  Date: 03/10/2023

  This complaint has been settled with the business