ComplaintsforValvoline, Inc.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 7, 2024, at 10:30 AM, I brought my **** ***** to Valvoline Instant Oil Change for an oil change. The technicians were uncertain if they had the specific oil my car required, but one assured me they found some in the back. After the oil change, which cost $199.45, I started my car and received an error message: “Error: Start-Stop system,” followed by “Engine speed max 3000 RPM," along with the engine light, battery light, and EPC light turning on. As I drove away, a burning plastic smell emerged. I returned to Valvoline, where the employees attempted to use an OBD-II scanner unsuccessfully and rechecked the oil levels. They attributed the issue to the recent heat wave and assured me it was safe to drive, advising a mechanic visit if the issue persisted. Following their instructions, I took my car to ******* *********** They diagnosed that the N205 CAM SHAFT ACTUATOR VALVE had been damaged during the oil change, resulting in a total cost of $784.15. I contacted Valvoline and was directed to their corporate claims line, connecting with regional manager ******* ***** After forwarding my invoice to ****** *****, communication became minimal. I had three phone conversations with **** on July 16, 19, and 29, 2024. **** questioned the mechanic's diagnosis, citing a review of camera footage and a friend's opinion. Ultimately, he denied my claim, attributing the damage to coincidence despite photographic evidence from ******** Valvoline never acknowledged the possibility of using incorrect oil, nor have they provided tangible evidence to refute ********* diagnosis. They insisted on phone communication on a recorded line and failed to respond to my request for written confirmation of their statements. My car had no prior relative accidents, drivability issues, or warning lights before the oil change. The N205 valve has no recorded recalls. ******* ** stands behind their assessment and supports my pursuit of reimbursement. Thank you for your attention to this matter.

  Business response

  08/07/2024

  Hello, 
  
  We're certainly sorry to hear about the guest's recent overall experience, and we understand the guest's frustrations. Our records show a claim was started by the guest and fully investigated by our management team. Per our management team's findings, the dealership advised the valve was damaged upon removal of the engine cover, but the engine cover was missing before service per the video footage from the service. Being as the engine cover was missing upon the vehicle's arrival and the camshaft valve damage is not affiliated with an oil change as nothing we touch during an oil change is near the camshaft valve the claim has been denied. Unfortunately, we cannot assist with claims via BBB and if the guest has further questions they're more than welcome to contact our Customer Care team at ************ to speak with management. No further action can be taken via BBB. 

  Customer response

  08/13/2024

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

   

  It is important to note that at no time during our interactions has Valvoline supplied any written documentation or substantiated evidence of the "full investigation" referenced in their correspondence. According to our recorded conversations, the investigation consisted only of a single employee reviewing video footage and consulting with an individual whose qualifications still remain unclear. While this may align with Valvoline's internal policies and procedures, it does not meet my expectations of a thorough and impartial review.
  The fact remains that damage occurred to my vehicle during the period it was in Valvoline's care, regardless if my vehicle had an engine cover or not. My vehicle was fully operational before service, and it is implausible that such damage existed prior without rendering the vehicle undrivable. There are no recalls for the camshaft valve, and the assertion that this was a pre-existing issue or an act of God is not supported by any evidence that has been provided to me.
  Despite my efforts to facilitate communication between Valvoline and the certified mechanic who assessed the damage, Valvoline has chosen not to engage. Additionally, Valvoline has not addressed the possibility that incorrect oil was used in my vehicle, nor have they acknowledged the assurance provided by their employees, representing Valvoline, that the vehicle was safe to drive when it was clearly not. 
  As I have previously stated, direct communication with Valvoline to seek resolution is no longer an option. While it is within Valvoline's rights to decline resolution through the Better Business Bureau, I must emphasize that I too have options available to me, and I fully intend to pursue them until this matter is satisfactorily resolved.
  
  
  Sincerely,
  
  ******* *******

  Business response

  08/14/2024

  Hello,

  We appreciate the guests honest feedback, and we do apologize this is not the outcome the guest was expecting. Unfortunately, claims cannot be handled via BBB and no further action can be taken via BBB. The guest is more than welcome to contact our Customer Care team at ************* reference their claim * ********* and one of our agents will be happy to get the guest connected with management for further review on the claim. 

  Customer response

  08/19/2024

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

  While I understand that your current policy prohibits you from seeking resolution through the Better Business Bureau, as I have stated before, I have good reason to not trust your company and will only seek resolution through third party mediation. If mediation cannot be completed through the Better Business Bureau, it will be done by someone else.

  
  Sincerely,
  
  ******* *******

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The service department at ******* currently has my car due to a mistake made by Valvoline. Valvoline failed to tighten the oil plug, causing the oil to drain from my vehicle and "fry" my engine. Unfortunately, due to this error, my car requires a new engine, which has been discontinued. Valvoline demands that I use their preferred mechanic, * * * **********. Valvoline stated that this place has offered a better price point for completing the work. If I choose to keep my car at ******* and have them repair the damages, I would be responsible for paying the difference according to Valvoline. Valvoline has accepted fault in this matter. I have been without a vehicle for four weeks, two of which Valvoline knew. Valvoline delayed providing me with details on obtaining a rental. When they finally approved a rental car, they said I would have to pay out of pocket. Then, they would reimburse me but refused to provide documentation of what they would and would not pay for. Attached is a PDF with the timeline that things have occurred. I have yet to be given a direct point of contact with Valvoline. Whenever I have a question or concern, I must contact customer service and ask them to transfer me to claims for claims to connect me with Zachary or Michael, the store manager at Valvoline in Austin on Bilbrook.

  Business response

  08/26/2024

  We hate to hear of the issues the guest had with their vehicle. Our records indicate they started a claim with our management team, through our Customer Care team. The vehicle was initially taken to a dealership by the guest, the dealership diagnosis was that the engine would need to be replaced. Valvoline reserves the right to use a repair facility of our choice that can complete fast, quality, and reasonably priced work. Upon having the vehicle towed to an approved repair facility/mechanic, it was confirmed that a replacement of the engine was not needed, which was consistent with our management teams initial findings in their investigation. Payment was made to the repair facility and the guest picked up the vehicle. This claim has been closed as resolved. If they guest has any other questions about the claim, our Customer Care team can be reached at *************

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to the shop, they told me my oil was good and a change wasn’t necessary but if I wanted it it would be $60. I ended up finding a coupon for Valvoline and took my car down the street to Valvoline. Later that night I take off and my van starts making a loud knocking noise and shut off. I had a friend come check out my car and it turns out there’s no oil in the vehicle. I contacted Valvoline and filed a claim. They're trying to say that the van has oil in it and it not making any noise and basically not take any responsibility.

  Business response

  08/05/2024

  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 denied your claim. This denial is due to the fact that our Upper Management team for this location reviewed the recorded video footage and the service was completed correctly. Oil pressure was confirmed and the guest was shown the dipstick level. The guest also had not had her oil changed for 20,000 miles before she came to us. We stand behind the decision to deny the claim. If you have additional information that you feel may change this outcome, please contact our Customer Care team directly at ************* This claim remains denied, closed, and no further action will be taken.

  Customer response

  08/06/2024

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

  This is not true I had my oil changed every 3,000 mi just because I don't have a record of taking it to a shop to have it changed does not mean it was not changed that is why when I went to the rabbit oil change place my oil was still in good standing levels and was clean no oil change was recommended I did it will change because I was traveling 13 and 1/2 hours away and you still see the video footage you have showing proof that everything was done right showing that what was put in my car the plug was tight in the right way that I wasn't there when I left there nothing has been provided 

  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date of the oil change was January 8, 2024. The amount of the oil change was $83.00 and I paid in cash. I purchased my vehicle down to the month 1 year prior(2023). This was a routine oil change. As stated at the particular valvoline location “nothing was wrong with my vehicle, did I want to change my air filter? I declined. I paid. And I drove off” March 15, 2024 my vehicle completely stopped due to lack of oil in my vehicle. Went to the dealership where I purchased to get a diagnostic. It came back that there was a problem with my oil drain plug. It was never tightened at the oil change which caused a leak over tight. Which led to my engine and motor to lock up. On my receipt it shows that my “oil drain plug & gasket” was not checked. Valvoline’s manager states they used an “oil extractor”. Per **** ***** *** and oil extractor can’t be used on the type of vehicle I have. You have to go through the drain plug to release all the previous oil. Which is stated in the diagnostic. And to note my next oil change wasn’t due until April 8, 2024

  Business response

  07/31/2024

  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 denied your claim. This denial is due to the fact that we did not touch the drain plug / gasket when performing the oil change, we used our EVAC method. It had also been 5,000 miles since the oil change was completed. We stand behind the decision to deny the claim. Please keep in mind that because this claim was escalated to our Legal Department, no action will be taken via BBB. This claim remains denied, closed, and no further action will be taken.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an oil change on my blue 2012 dodge Avenger at the Valvoline on Versailles Road in KY on Wednesday July 24, 2024. They LEFT A RED RAG wadded up and crammed in a crevice next to the BATTERY. There was no consequences from this. I found this rag when I had to get my car towed later in the day for an unrelated electrical issue.

  Business response

  08/19/2024

  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. Please contact our Customer Care team at ************ to start the claims process and receive further guidance.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/28/24 I went to Valvoline to have an oil change. I also had my radiator fluid flushed. I advised them that I had a "******** for the oil change. After the service, my truck started squeaking immediately due to the liquid that was spilled onto my belt in the engine. My husband was driving behind me after we left Valvoline. My husband called me and told me that something flew off from under my truck. We got out and looked under the truck and it was my "skid plate cover". I called Valvoline and the person ******* was very rude and aggressive towards me. He advised that he would have his manager contact me. I called and complained that ******* was rude (on their customer service line). Later he called and he asked that I stop by as soon as I could so that they could get the part ordered. I stopped by on 07/01/24 at 3:15 PM. I was told by ******* that the manager ****** was not in. I was directed to ******** ***** took the information from my vehicle and said that they would order the part and only take about a week to call me when the part is there. He said at time I could come back, and they would replace it. On 07/09/2024 at 12:19 PM I called to ask what the status was, and the customer service line told me that they did not see the park ordered, and that it just takes time. On 07/16/24 at 9:25 PM I called and held on the line for 6 minutes and no one attended me. I stopped at the Business shortly after. ***** helped me and apologized that no one ordered the part and said that he would make sure that ****** ordered it. **** was not there. Today 7/29/24, I stopped at the Business and ***** said ****** is not there, stop by on 7/30/24 instead. Then at 3:29PM ****** called and said Valvoline will not replace my part. He said that they forgot to review their cameras and so they went ahead and reviewed them, and they re-installed my skid plate cover so, it is not their fault that it fell off of my truck that day. They overcharged me as well.

  Business response

  08/05/2024

  I am sorry to hear of this guest's experience with us. Our records show that the guest reached out to our Customer Care team and a claim was started. Management has ordered a replacement skid plate and it has been paid for. Once the part arrives, our Store Manager will reach out to the guest, so they can come to the service center and have it installed. If they have any other questions about their claim, our Customer Care team would be happy to help at *************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to get serviced and while there I was there the technicians added an extra two quarts of oil over the limit my car takes. Once I left the establishment I immediately hit the highway and headed to Fort Worth Texas in which I parked my car upon arrival because I only use this car to travel. While in Texas I was driving a rental car to get around. When I proceeded to head back home my car started smoking immensely and stalled on the highway so I pulled over on the side of the road and checked under the hood. Upon checking under the hood I noticed that the cap to the oil was completely off and oil was spattered all over the engine and the top of the hood. From that point the car would not startup and I was forced to have it towed to the nearest mechanic. After a diagnosis he states that the motor is completely done with and the car is unable to drive without a new motor in which he quoted me for $10,000 for a refurbished used engine. The odometer will confirm that I went straight to Texas from Valvoline and immediately parked the car until it was time for me to leave.

  Business response

  08/14/2024

  Our records indicate the guest had a claim through our Customer Care and management teams. Our Area Manager has the final decision in the claims process and has thoroughly investigated. The Area Manager confirmed via video footage that the service was completed correctly, all caps were put back on, tightened, and checked. The claim has been denied based on the findings of the investigation. No further action will be taken and this will remain closed. 

  Customer response

  08/14/2024

  ********** 22048744
  
  I am rejecting this response because: your business was the last to touch the motor cap. 
  
  Sincerely,
  
  *** *******

  Business response

  08/14/2024

  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 denied your claim. This denial is due to the fact that the DVR recording of service confirmed that all caps were applied correctly and tightly secured. This was confirmed by the Area Manager, who holds the final say in our investigations. We stand behind the decision to deny the claim. If you have additional information that you feel may change this outcome, please contact our Customer Care team directly at ************. This claim remains denied, closed, and no further action will be taken.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Location: 1510 Chambers St I brought my car to this location for an oil change and they cracked the pan and the seals and I took my car back twice and they deny responsibility for messing up my vehicle. I've spoken to the claims department and they refuse to fix it or pay for it.

  Business response

  08/13/2024

  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 Customer Care 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 Customer Care team.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received an oil change from Valvoline on 7/17/24 at around 6pm. I made note that the young man at the front of my car completing the check-points, was a trainee/new hire, based on the way the other employee was referring to him. I left the establishment and was driving on the highway the next day, around 4pm, going about 65-70mph when my hood flipped up backwards, smashing my entire windshield and damaging both the glass and the hood. The force of impact also knocked down my ceiling console and it is now hanging by mere wires. I was incredibly lucky to not have been hit or lose control of my vehicle. I had not touched my hood since they opened and closed it, less than 24 hours before. I contacted valvoline corporate on 7/19 directly and filed a claim # *** ******** and they told me they’d be in touch within 2 business days. Employees from the shop that I got work done came later that day and inspected my vehicle, saying, “we’ve watched the videos and it shows our guy shutting the hood and wiping it”. I could hardly see the video, it was so grainy. They said they would be in touch, again. I received a phone call later from who I assume was corporate, advising me to just go ahead and contact my car insurance as they did not believe at this time it was their fault. It is now 7/23 and I still have not heard back from Valvoline. I am so upset, as nothing like this has ever happened before, it was not my doing that the hood flipped up, and I find it ludicrous that I am now probably going to have to pay a deductible out of pocket. This is not a company I would recommend, as they do not stand behind their safety services, or take accountability for wrongdoing. I am disappointed by the entire process with them and would not recommend them to anyone else.

  Business response

  08/13/2024

  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.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went in for an oil change only to be told I had a sezied dipstick (I have regular maintenance done so this threw me off to begin with) to come home to open my hood to see what could possibly be the issue and MY DIPSTICK WAS BROKEN OFF AND LAID BACK INTO THE DIPSTUCK TUBE! they took advantage of me being a female. This was a bold face lied that was told to me. I an so disgusted!

  Business response

  08/09/2024

  We hate to hear of the issue this guest experienced. Our records indicate the guest reached out to our Customer Care team on 7/19 and our management team replaced the damaged part. The guest stated she was happy with the resolution. The claim has been resolved and closed. If the guest has any other questions or concerns, they can reach out to our Customer Care team at ************, for further assistance. 

  Customer response

  08/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is mostly satisfactory to me.
  
  Sincerely,
  
  ***** ******** 

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