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Business Profile

Lube Services

Valvoline Instant Oil Change

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:09/12/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 June 11 I went to the Valvoline location on ********* *** in Hershey Pa to get a regular full synthetic oil change. After 4k miles and no warning from the car that oil change was needed and the employee suggested to return within 7,500 miles for my next oil change. After my car breaking down on the side of the road and being towed to my mechanic it turns out that my car had almost no oil and the oil it did have was absurdly dirty. I contacted Valvoline because this was the first time I had my oil changed here and no my engine needs replaced. I filled a claim on 9.6.23 by 9.7.23 my claim was denied. I was notified on 9.7.23 that they would need my mechanics info to inspect the car. On 9.8.23 ******* called and said my claim was denied and that I told my mechanics to lie to her and tell her their was no oil in the car. After confirming with my mechanic that this conversation never took place I called to reopen my claim. Turns out that their is no way to reopen claims, they get sent to the area manager and they do not have to call us back if we do not want to. I than confirmed with 2 customer service employees, ****** and *****, that my claim was entered 9.6.23 and denied 9.7.23 prior to my vehicle being inspected on 9.8.23. After brining this up to the customer careline they said they will not send Evan the are manager another email with my concerns. In addition, I was told to get copy of my claim notes or a claim denial letter i would have to subpoena the company. I now have to spend 5300$ on a new engine. My supporting documents are not with me but I do have documents to submit.

    Business Response

    Date: 09/14/2023

    ******************* claim was denied after talking to her mechanic at ***** Automotive who stated he oil level was still in the crosshatch section of the dispstick.  This indicates that there was sufficient enough oil in the vehicle to continue running, however, there was an internal engine failure that could not have been caught or addressed by simply changing the oil on June 11th.  In addition to that, our window stickers automatically print up for a reminder for our customers to come back within 3,000 miles.  **** ***** drove a total of 4,668 miles without incident and she was 1,668 miles overdue for her oil change when her vehicle broke down.  In speaking to ***** Automotive, they stated that the oil drain plug and filter were both tight and not leaking at all.  Nates auto also stated that **** *****'s issue didn't have anything to do with the oil change that was completed on June 11th, 2023 as she had an internal engine failure.  I will be sending out a denial letter to **** ***** within the next week.
    Sincerely,
    **** - Valvoline Instant Oil Change

Valvoline Instant Oil Change is NOT a BBB Accredited Business.

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