ComplaintsforValvoline, Inc.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April 30,2024 Invoice number******* Oil / filter change. Filter not tightened . Resulting oil leak. Visit another auto repair. $ 98.59 to tighten filter , add oil. Entered complaint at tellvalvoline.com May 29 2024 Case number- *******  Mailed papers to ******* ** *** *** ********* ****   June 12 2024 Called customer service 1 *** *** **** I was told Mgr will call. Today is June 20 2024. No response. Mail or phone. I do not know how to upload papers.

  Business response

  06/21/2024

  Our records indicate that the guest has a current claim with us that is being investigated by our management team. The guest mailed over documentation which can extend the claims process. I have emailed the management team for an update. The guest will need to reach out to our Customer Care team by phone to be connected to management and for any questions regarding the claim. Customer Care can be reached at ************ or via Live Chat at *********

  Customer response

  06/25/2024

   
  Complaint: ********  
  I am rejecting this response because:

   

  No, I did not accept the response. Invoice number-****** *rom vioc and repair 

  order ****** from ******* **** ****** were forwarded by email. No offer has been made. Thank you. 

   

  Regards ,

  ******  *****

   

  
  
  

  Customer response

  07/08/2024

  
  Better Business Bureau:
  
  Ok, thank you. Received check from Valvoline. $98.59. No

  "sorry about that ", no discount coupon.  Thank you for your help. 

  Close this complaint.  

  Good day, 

  ****** ***** 

  
  

  
  

   
  
   

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• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Valvoline Instant Oil Change perform a routing oil change on my Accord. I was due for another oil change and i took my vehicle to the ***** Dealership for a due oil change which is located at **** **** ***** *** ****** *** ****** which upon inspection they have located an issue that occurred from the previous oil change which was completed by Valvoline Instant Oil Change in Tracy Ca. An improper fitting was used (oil plug) and which has caused my car to have a substantial leakage of oil that has covered the entire underbody of my vehicle and has worked its way onto other parts of the vehicle which could cause further damage to these parts. I was horrified at the sight of seeing how bad the oil leakage was as they showed me what it looked like. Photos will also be included in this email that were taken by ***** *****. I want Valvoline Instant Oil Change to cove the entire cost that will repair the parts that have been affected by the leak, oil pan replacement in which will most likely be stripped after removal of improper part being installed and paying for cleanage of the oil spill under the car to be cleaned by a professional company that specializes in this area. If me and the company cannot mutually come to an agreement, i will be filing a lawsuit for the damages.

  Business response

  06/21/2024

  We are sorry to hear that this guest experienced an issue with their vehicle after service. A claim is needed in order to further address these concerns. We do not have any record of a claim associated with the name and information provided, unfortunately. Please contact our Customer Care team at ************ to start the claims process and receive further guidance.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in for an oil change. After it was done and I drove a little I heard a screeching noise. A friend looked under my car and saw a flap hanging to the ground and said that this part they remove when they change your oil. I called and returned to Valvoline and where they looked and apologized saying that the screw must not have been put back on and that now it scrapped so that they needed me to file a claim in which I did the same day. They stated they would have to order the part and will call me as soon as it arrives. Today I contacted the same customer care that got my initial complaint. They were able to immediately find the claim and put me on hold to call the store manager ******. ****** did not recall the incident so I asked customer care dept to forward him the original complaint so that he could familiarize himself with it. I need Valvoline to take accountability for the error that they made. And I do not want to wait another 2 months to get this issue resolved. And my ongoing plan is to never return to Valvoline for any type of car service!!

  Business response

  06/24/2024

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Currently this guests claim is still pending and under investigation, which means we will not disclose the information of the pending claim here. If the guest would like to check the status of the claim please reach out to our Customer Care team by calling ************. We want to advise this guest no action can be taken via the BBB. Our Customer Care team will be happy to assist.

  Customer response

  06/24/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I will not call anyone from Valvoline when they were supposed to call me the customer!! They are pretty pathetic to send this response. Good day! 
  Sincerely,
  
  ****** *********/ moved to the next business already for all of my change of oil needs 

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Had an oil change they did not check or add transmission fluid and my engine light came on no oil in transmission and my transmission is no good and can't drive my car .the car only has 143229 miles is a Subaru legacy with no problem before. Subarus are very reliable too I would like it fixed or 3000.00 for a replacement. Thanks

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went to this business to get a oil change the very next day I noticed my car was leaking and I went to have it checked and found out that this place left my oil trap open it could have blown my motor all the oil came out of it I called to have my oil replaced or my money the business completely ignored me and they never called at all they said they called to handle the problem they never did all they do up there is play around and mess up people cars

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Went to get air conditioning charged on car, the two techs that worked on car had to do FaceTime with someone else because they weren’t familiar with the machine. After they charged me $158.53 they told me it takes a little bit before you’ll feel the cold air. I drove about a half an hour, no cold air. I called customer service, they told me to go to Renton wa. Another 40 minute drive. I arrived in Renton and met with ******* she immediately hooked the machine up and told me that the previous shop had installed any refrigerate in the unit. 30-40 minutes later she resolved the issue. She is truly a valuable employee.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I changed my lightbulbs and got my ‘oil change’ at Valvoline on April 15th. After a few weeks, there were issues with my car it and it shut down in the middle of the road. I took it into the shop. Originally, my mechanic thought it was an issue with the starter and replaced it. However there continued to be issues and my car shut down again. On May 8th, The mechanic said that there was damage to my engine because I did not have an up to date oil change. But I had gotten an oil change a few weeks prior? I went to Valvoline to speak with managers **** and ****** but they are claiming that they did give me an oil change, and that there is something wrong with my engine. I believe if they just changed the lightbulbs and forgot to change the oil in my car. These managers spoke to me very rudely and in a condescending manner. Even after my new mechanic did an oil change to my car it won’t start. My car was running perfectly fine before I took it to Valvoline. I’ve contacted Valvoline’s customer service and filed a claim. I will be contacting the better business bureau as well. Please be careful where you take your cars. If this has happened to you contact me!

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On April 25th 2024 my wife took her 2018 Grand Cherokee in for a standard oil change only to have the vehicle run out of oil within almost a mile of the business. Turns out the tech had stripped the oil filter cap on causing 5.5 of the total 5.9 quarts of oil to leak out and douse everything under the hood with oil. Apparently they never checked to make sure they installed the cap on right which is part of their protocol to ensure this kind of thing doesn't happen. The tech that tried to take the cap off to inspect for the leak was having a hard time getting the cap off it was stripped on so bad. Anyone who has ever worked on a car would know something is wrong if your using hand tools when reinstalling the cap. Damage was most likely sustained to the engine from running dry on oil and their version of a solution was to comp the oil change and a car wash. My pregnant wife now no longer feels safe driving her car and I'm now stuck with a Jeep that will most likely need a engine rebuild soon. She took it to the nearby Jeep dealership after to fix the filter that was apparently installed wrong again and actually clean out the engine bay properly from the oil. They charged her $20 to clean up and replace the oil filter again, they quoted that it would cost $6,000 to tear into the engine to see if anything was wrong since they couldn't visibly see anything wrong from the outside. Valvoline refuses to help in anyway, we have talked to the manager (******) multiple times and he insists on being defensive, was very unhelpful and not empathetic at all. We also spoke to his manager, the area manager, and he handled the situation the exact same way. So we are at a loss and don't know where to go from here, our next steps are to go to the Small Claims Court today to see if there's anything they can do. We believe Valvoline owes us a new engine so that is what we are hoping for.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 2/22/24 I had my oil changed in my 2011 Nissan Armada at Valvoline @ 3452 Airline Drive, Bossier City, LA. The mileage was 44,423. I rarely drive this car as it is in pristine shape. and gas is high. On 4/30, I went to take my son to the hospital for medical treatment, and he noticed oil on the rug under the car. We moved the car, and left it in the driveway to take my work car. I work at ********* *** which is close to my house. The mileage that day was 44,717--little did I know that the oil had been dripping out into the skid pan, which was overflowing now. My son got under the car when he returned from the hospital and found that the skid pan had one bolt in it, and it was bent down--and the filter had been shoved in under the skid--threads were out of line. ****** ********** wanted me to tow the car to them, and they said the part I needed was $1219.26 if the threads were ruined. I am sending pics and bills. My son was able to do the work, and he has attached an invoice for his work $175.00. I have a bill for parts $100.38. I want to be reimbursed for both. Thank heavens I found the leak before I burned up the motor.

  Customer response

  05/09/2024

  Since Valvoline local office is not responding, can you send this to their Regional Office.  Here's the information from the website.  

   

  Upon discovery of the damages (but not later than 30 days from the date the damage occurred), visit www.valvoline.com or www.engineguarantee.com for instruction on filing a claim) or call ************** ** ***** *** **** ** **** ** ******* ** ********* ****** ********** ** *** ****** ********** ******** *******

  I have been a customer with 3 cars for approximately 10 years.  They could have burnt my motor up!  I am furious that they are not calling me!!

  ****** ********* ************ ***** ************ *****   

   

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Date of Service: April 16, 2024 Service Location: Valvoline Instant Oil Change 2181 Delaware Ave, Buffalo, NY 14216 Issue Reported: Car not functioning after oil change Sequence of Events: On April 16, 2024, I visited Valvoline Instant Oil Change for an oil change service on my 2014 Honda CRV. Following the service, my car failed to start. Subsequently, I had the car towed to ***** **** ****** ****** for evaluation. However, they were unable to determine the issue. Consequently, the vehicle was then towed to ********* ***** for further evaluation and repair. ********* ******* Inspection Findings: -Engine would not turn over upon arrival via tow truck. -Upon inspection of the engine, it was found to have 8.5 quarts of engine oil. -Spark plugs were inspected and found to be fouled with oil. -A compression test was performed, which failed, indicating a likely compression issue in the cylinder due to overfilling and displacement. Additionally, the oil filter was identified as a service champ branded filter, suggesting an old oil filter. ********* ***** recommended engine replacement to address the complaint. Valvoline's Response: Valvoline Instant Oil Change responded to the complaint with the following statement: "At this point, we are confident that the reason your car did not start at our shop and the issues that Northtown found are completely unrelated. We hope you can isolate that issue." Based on ********* ******* thorough inspection and findings, it is evident that the issues experienced with my vehicle are directly related to the service provided at Valvoline Instant Oil Change. The overfilling of engine oil, fouled spark plugs, and recommendation for engine replacement strongly indicate negligence during the oil change procedure. Despite Valvoline's assertion of non-involvement, their denial does not align with the evidence presented by ********* ******

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