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:12/31/2024

  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.

  On October 11, I arrived at Valvoline for an oil change. I noticed after about 15 minutes, they started pulling something and the car was shaking back and forth, they were using a lot of force. 20 more minutes went by, someone finally came and asked if I knew what was happening. I answered "No." and they proceeded to tell me they used an EVAC pump, which got stuck in my engine and they cannot pull it out so I need to have my car towed to my preferred car repair shop. I didn't have one so we settled on the ********* down the road and the manager on duty, *******, said he would call a tow truck. I then sat in my car for another 25 minutes before I had my boyfriend come to meet me and have someone speak to him since no one would speak to me again. **** arrived and asked another employee to explain what happened and what our solution would be. I called the customer service number which provided no help. After another hour, ******* did call a tow truck but told me I would have to pay for it, which I refused. I then asked for them to supply me with a rental car since I will not have transportation. They said they do not do that but can reimburse any Ubers that I submit later, my finances did not allow me to do this. After 4 hours, they could not reach anyone with authority to pay for my car to be towed or pay for a rental car. Over the next week, I didn't hear from Valvoline and had to go to ********* myself and receive any new information on my car from them. *********, the service manager at the Valvoline location was extremely difficult to work with and gave no solution, actively ignoring me. All I asked for was my car to be fixed and a rental car to drive to work until the repair was done. This was denied. After 6 days, I received my car back. I sent 13 letters to Valvoline with no reply. All I would like is the mileage reimbursement of ***** miles so I can pay the person who loaned me a car to drive while mine was being repaired.

  Business Response

  Date: 01/02/2025

  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 paid ********* to repair your vehicle. The guest made note that she used her boyfriends vehicle while hers was being repaired. While we empathize with the guest, Valvoline does not repay mileage for vehicles. However, we did offer to repay any ********* rides. We firmly stand behind the decision to deny any further reimbursement. The claim remains closed, and no further action will be taken.

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22751303
  
  I am rejecting this response because: I truly believe this is bad customer service and not a true concern of your customers. Its also alarming that the second largest quick oil change company in the country allows their employees to neglect a customer when they are in the wrong and made a mistake. Its disheartening that after a month of sending letters, it took having to reach out to BBB to get a response. I will no longer give Valvoline my business as well as be sure to discourage people I know and care about to use their service. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 01/06/2025

  In our claims process, our Area Managers have the final decision on the outcome of claims. The Area Manager for this claim has made their final decision on the claim, as outlined in the previous response. The management team has also communicated this information to the guest. The claim has been closed and no further action can be taken.  If the guest has any questions about the outcome of their claim, they can reach out to ************* at ************. 
  
  

• Initial Complaint

  Date:12/25/2024

  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.

  Took our car to have a simple oil change at 5:00 pm on a Friday and when they went to remove the oil via vacuum pump, the technician got it stuck in the engine. Technicians could not fix it so they said it would have to be taken to a different shop to be fixed. No manager, regional, district etc... was available and customer service could not reach anyone either. They said we would have to pay for towing to the other shop and would have to wait for the tow truck before we could leave. At 7:30 pm, they had not even called the tow truck yet even though their shop closed at 7:00 pm. No one talked to us or let us know what was going on. We decided to walk in the shop and tell them we would not wait or pay for the tow truck and they could not move our vehicle out of the bay. This caused the assistant manager to finally say he would pay for the tow out of his own pocket. On Saturday I returned to the shop to find the General manager there and he wasn't sure where the car was currently and had not called the shop where it was towed to find out when it would be fixed. Jump to Monday and we found the car at ********* and talked to the workers there. They said it wouldn't be able to be fixed until Wednesday of that week. So 5 days without a car because Valvoline Technician made a mistake. Valvoline would not pay for a rental car and said they would only reimburse **** rides. They would not pay for the mileage of our second car we used to drive to work. We have sent letters to all board members and their law group but have not received any response after 4 weeks. Terrible business and they do not take ownership of their mistakes or make it right for their customers.

  Business Response

  Date: 12/26/2024

  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 ************* 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 ************* team.

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22729827
  
  I am rejecting this response because:
  

  This claim is being made in response to mine and my partners experience. The claim is under her name and not mine since we took her car for the oil change. As mentioned, I have already sent letters to every board member of the valvoline company and their legal team. We received no response from any of the letters, which is why we want to drown them in paper work. This claim is still valid and legal as I was the second ****** in the vehicle and had to talk with both the general and assistant managers because they were intimidating for her to talk to and disregarded her comments when she went to speak with the manager. What does it matter if valvoline has a claim under mine name or hers? This is the company trying not to take ownership for their mistake. They could easily look that there was a claim made at this particular valvoline for this exact issue and that they had to pay ********* to fix her car. Again this is why the company is terrible and has the worst customer service. Welcome to 2024 where a database is extremely simple for Valvoline to look at and find this exact claim. Cant say enough times that this company is just trying to not have a blemish on their record and will manipulate every possible scenario to say it isnt real. I will also have my partner submit a claim under her name along with every other family member I can get to do the same. This isnt a vengeful or vindictive act but rather an act that is tired of companies taking advantage of people and ruining their vehicles only to tell that individual theres nothing they can do to help them. We lost days at work and had to take time out of our extremely busy lives to fix a mistake from a large corporation. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 12/31/2024

  Hello,
  We thank the guest for reaching back out to Valvoline, and we apologize for any frustration throughout the claim process. Unfortunately, we cannot locate the claim as the guest is stating the claim is under a different name. In order to help the guest will need to contact our ************* team.
  Please advise the guest that no further action can be taken via BBB regarding claims. For further assistance, please contact our ************* team at ************, as all claim communication is through our ************* team only. 

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22729827
  
  I am rejecting this response because: it is bogus. Valvoline just responded to the other parties complaint and stated what I said and found the complaint. They also told her they wont do anything and will take no further action. They will not reimburse for mileage we had to drive but will reimburse ride shares. Why would we use a ride share if we have another vehicle? Do they know if ride share is available in our location? Do they know what time we have to go to work and how hard it would be to find a ride before 5am to go to work? Valvoline messed up and damaged the car not us. A simple OIL CHANGE couldnt even be handled by this company without damaging the engine of the vehicle. Then they want us to pay to tow the car out of our pocket?? What business does that to their customers. We spent 4 hours of a Friday night at Valvoline who made an error and wont take responsibility. If this isnt a valid complaint I have no clue what the BBB is for. We literally tried to get an oil change that any dummy can do let alone a trained technician at an oil change company and now our vehicle is damaged and was not available for 6 days. Who is in the wrong here?
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 01/06/2025

  Thank you for taking the time to reach out to us about your recent service experience. We apologize for the frustration this may have caused, we were able to find the original complaint under ****** *****. We were also able to see that she has a closed BBB for the same issue. Filing an additional complaint on someone else's behalf is unnecessary as we will only speak to the guest in question. With this claim our team paid for the repair in full. We advised per Valvoline's policy - we will not pay mileage with any vehicle, and that we would only reimburse for **** / Lyft rides. The request for an additional refund on top of us paying to repair the vehicle has been denied. We stand behind the decision to deny the claim. No further action will be made via BBB as this complaint does not come from the original guest, and the original guest has a denied claim and BBB complaint - ID ********. This claim remains closed, denied and no further action will be taken.