ComplaintsforValvoline Instant Oil Change

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our Honda Civic was taken to the location on Hull St. and when the oil plug was placed back in the oil it was tighten so tight that we are unable to loosen it to change oil. I contacted the location and filed a claim only for them to call and say the claim is denied and they are not responsible for this. This has ruined the car and impact the way oil has to be changed going forward. They will not stand behind they work in any way. So if we want the car fixed we would have to pay out of pocket to get it fixed and we should not have to.

  Business response

  09/16/2024

  Thank you for contacting Valvoline via BBB. We apologize for your experience and have documented your visit and shared with our management team. 

  Customer response

  09/17/2024

  My car was damaged by Valvoline changing the oil.  The oil plug was placed back in the car so tight that it’s not able to removed now.  Maybe it was stripped out as a blue compound like lock tight was applied to the plug when it was placed back in the oil pan.  I just don’t understand why they won’t stand behind the mistake that was made.

  Business response

  09/18/2024

  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.

  Customer response

  09/18/2024

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

  Business response

  09/19/2024

  Hello,
  
  Please advise the guest to further assist they must contact our Customer Care team at ************ and file a claim. No further action can be taken via BBB. 

  Customer response

  09/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:  a claim was filed ********* with valvoline when this issue was first discovered and it was denied for the reasons of mileage, age of car and a year had passed since the oil change. I just want this issue to be made right by valvoline as we are unable to change the oil due the oil plug being on too tight.  Maybe it was stripped out when the removed and when put back they added a blue substance so it woils tighten up instead of admitting the mistake when they did it.

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

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 12:46pm I purchased a groupon for a $30 discount for an oil change for Valvoline quick lube, when i arrived i shared with them i had a groupon for a full synthetic oil change they proceeded with oil change and after service was concluded they shared with me the up charges that were never made cleared before hand . I accepted the charges because my vehicle needed more oil that was included in the voucher. After agreeing to pay the extras , he shared with me that the balance due would be a total of $149 minus the voucher that i oays $75 but it was supposed to be for $105 value The manager Dexter never gave me the value of my voucher but instead he told me i was going to be credited the amount that I payed for the groupon instead of the value of it Which defeats the purpose of the groupon When i asked why wasnt i receiving the discounts he told me they just use Groupon to bring people in When i shared with him that i would be making a complaint he told me its okay i can just add it to the other 500 google reviews. This is a scam and it should be addressed. This business is scamming people in the community. Once i paid and asked if I can leave he pretended to tighten everything up under the hood But my instinct told me to check and i realized he left everything loose on purpose I want refund and i want them to stop scamming people through groupon

  Business response

  09/13/2024

  We are sorry to hear that this guest had a negative experience regarding their Groupon. To further review and address these concerns, the guest will need to reach out to our Customer Care team. Our records show that the guest has yet to contact us. Please contact our Customer Care team at ************ to receive further guidance.
  
  

• Initial Complaint

  09/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Had an oil change and transmission fluid flush about 3 months ago. Took car into a ****** shop to have some other maintenance done and found out that my transmission was leaking due to stripped plug for transmission and no washer installed. I contacted the regional manager to inform them of the problem, and that they were the last to touch my transmission. We had a couple emails that were pleasant. Then when she asked what I was looking for, I told her a refund for not doing the job properly. She then responded with “I see, I thought it was just the initial estimate and thought it was pretty clear earlier I was going to take pictures of the vehicle as part of the investigation. I do apologize, but the pictures are very poor pointing out what the issue is, and we do not replace transmission plugs or bolts in the store. We simply do not even have the parts to do so. Due to the mileage of the vehicle at time of this service and when we last saw you plus the work being done prior to being authorized, I will have to deny this claim. Please feel free to contact our customer care and have them connect you to me if you have any further questions.” She never said she would be taking pictures, I told her I would provide her pictures that ****** sent me, and I did. Plus she is saying that because I had some fix my vehicle without her permission I am being denied. I’m just curious why I would need her permission and why she thinks Valvoline would not be responsible for this issue?

  Customer response

  08/31/2024

  Address is indicated in picture 

  Business response

  09/12/2024

  Our records indicate the guest had a claim and investigation with our upper management team, through our Customer Care team. Unfortunately, the Area Manager has denied the claim based on the number of miles since the service was completed and because repairs were authorized by the guest and completed before the Area Manager could look at the vehicle. Per our invoice, if repairs are required, you must contact Valvoline prior to any repairs taking place. We are not responsible for repairs not authorized by the company. The Area Manager holds the final decision in the claims process and they have denied the claim. This has been closed and no further action can be taken.

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an oil change done at Valvoline in Southington on 9/6/24. On completion, the worker went to close the hood. He slammed it a few times then opened it again using the hood bracket. I only could see their hands from the windshield. There are cameras. They sprayed WD on the catch and then they started stabbing at it and prying it with screw drivers. They slammed the hood down and the inside button from the cable release immediately popped up. I asked them what they did. I also asked them to open it again, they couldn't. ***** came over with large pliers and pulled at the cord release from inside the car, until it came off the button and out of the plastic covering. They sent me down to **** **** in Plainville. The mechanic said he would have to take the hood off and I would need a Tacoma cable from the dealership and they shouldn't have messed with it, it caused a bigger problem. I went back to Valvoline, **** was there. I told him what **** **** said and **** replied, "that's bullshit, I'm a mechanic"! I told him to please call him, he refused. I was now late for an interview for a large freelance job. **** wouldn't put anything in writing that this incident occurred or that they would pay for it. A claim was put in cust service. Then they said they would pay for me to go to their buddy's garage. He would "look" at it on 11th and see what he can do at a later date. I told ***** I would need a rental when he serviced it. He said I would have to pay out of pocket for a rental and go back to **** ****, then they will reimburse me. Confused and skeptical, I said I want to use my own garage and I need a rental paid for by them, I won't pay anything out of pocket. I put the unprofessional experience on my "personal private" FB page. I'm not sure how the manager Andy saw it. I would hate to think he was trying to google me or search for me, this odd behavior is scary and extremely concerning. Today he revoked paying for anything because I guess I hurt his feelings.

  Business response

  09/10/2024

  Hello,
  
  We appreciate the guest for reaching out to Valvoline via BBB, and we hate to hear about any issues the guest has experienced. Our records show that our management team did start a claim for this guest regarding the issues with the hood. Our management team has confirmed after watching the video footage from the service the hood latch was damaged before service. Upon the hood being open it is seen on camera that the hood latch cable was stretched out causing the issues. Our management has denied and closed the claim. No further action can be taken via BBB regarding claims. 

  Customer response

  09/11/2024

  ********** 22261341
  
  I am rejecting this response because: I never authorized anyone to stick screwdrivers into my latch, in turn snapping my cable. I would like to see the camera footage or any picture evidence you have showing a stretched, already broken cable. Please explain why they initially took responsibility after the incident. It was not until the district manager Andrew (that I've never met or spoke to) used my personal information that was in your computer system to search me on social media. He in turn somehow got access to a private post about my experience with Valvoline (that I actually refrained from putting on Valvoline reviews) to benefit him in his decision to revoke any offer that was made. It is documented on our last recorded message with your customer service, that he had this information. Valvoline employees have access to my name, address, phone, credit card and plate #. For any employee to use this personal information for his or her own benefit to search for me... whether it be in my town or on the computer, is not only incredibly disturbing... but its unlawful. 
  
  Sincerely,
  
  *** *****

  Business response

  09/11/2024

  Hello,

  We appreciate the guest following back up with us. All of this information has been forwarded to the management team of the location for a 2nd review. In the meantime, please advise the guest to contact our Customer Care team at ************ to be connected with management. No further action can be taken via BBB regarding claims. 

  Customer response

  09/12/2024

  
  Complaint: ******** ***** ****** *

  I have sent a letter via email...

  Thank you,

  *** *****
  
  

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 19, my wife and I were running errands, we needed to get an oil change on our vehicle, so we took it to this valvoline place. We have never had a problem with our car since it only has 80k miles. After we got the oil change, the manager ***** told me that there was a little bit of oil still on the drain plug, so just to keep an eye on it, I wasn't really worried knowing that oil can get messy. The next morning, I noticed a good amount of oil leaking from the car (1 court of oil to be exact), so we decided to take the car back to the valvoline place so they could check it out, ***** said that he would go down and check it him self, about 20 minutes after he came back and told me that he couldn't even get the drain plug out. He told me to take my car to a mechanic shop to get an estimate for the repairs, but before I left the valvoline place, ***** called Customer Service and gave me a case number so they can handle the issue. A week later, ***** told me that the shop would not pay to get my oil pan replacement, but they would get a shop to get it fixed (FYI, the oil pan is made of aluminum so no one would want to work on it and guarantee it). After 2 and a half weeks, they couldn't find anyone to work on my car, so ***** told me that they would not be responsible for the damage, but "they will be happy to pay for the tow truck to take my car to a shop and clean up the oil spill on the parking". I just wanted my car fixed, I understand that accidents happen. They have me take my car to a shop for an estimate They have me thinking that they were going to repair my car after one of their guys cross threaded the drain plug and didn't fix the problem right then They let me leave with my car leaking that much oil Just because they couldn't find a shop to do a cheap job you decided that wasn't their problem anymore. Not only did I pay $117 for an oil change, but I also paid almost $900 to get it replaced.

  Business response

  08/28/2024

  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 vehicle had a pre-existing condition before arrival at our service center. The Store Manager reviewed the DVR footage and everything was done to specifications, the drain plug was replaced by the technician - it was then that the drain plug kept spinning and would not tighten down. As a courtesy we offered to pay for a tow as well as the cleaning of the guests driveway. 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

  08/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Despite their claim, the car did not have pre-existing damage. If the car had pre-existing issues like they said, why did they decide to continue to service the vehicle? The stance they are taking is that the drain plug was tightened to the correct torque, therefore making them not at fault. If the drain plug was crossthreaded, it would not matter that they used only the approved torque, the damage would have still have been done. Again, why would they be willing to assume responsibility for one repair that was was declined by the manager's own words over 15 different repair shops, but not responsible for the repair thay would actually fix the vehicle.

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

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/17/2024 date of oil change Paid 150.00 Resulting from oil change car was smoking and smelled like it was burning a red light came on in the dash alerting to stop driving oil level low. I reviewed the owners manual and it said do not crank do not drive. I called ********** and they instructed me to get the car towed in. Once they received the car in they did a diagnostic and determined that the oil pan was stripped the oil housing seal was broken and this caused all oil to leak out of the car. These parts had to be replaced resulting in an invoice of $2106. ***** the regional manager from Valvoline contacted me today to advise that my claim is denied. He reviewed all the cameras and the correct tools were used. Despite me having a statement from ********** stating that all damage was from the prior oil change. Please help me.

  Business response

  08/26/2024

  We hate to hear of the issues the guest experienced with their vehicle. Our records show the guest reached out to our Customer Care team and started a claim with our management team. Management reviewed and investigated the guest's concerns, and reviewed the video footage of their service. The video footage confirmed that all aspects of our service were performed correctly. The issue the guest was experiencing is unrelated to our service. Due to these findings, the claim has been denied and closed. No further action will be taken. 

  Customer response

  08/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The damage was specifically caused due to the oil change done on my vehicle on 8/17/2024. The service department at ********** verified this finding on the previous attachment. Valvoline also never contacted ********** to speak with our service providing regarding our vehicle.
  Sincerely,  ******* *********

  Business response

  08/28/2024

  Hello,

  We understand the guest's frustration, however, we're going off of the information provided by management and we do stand behind our management team's decision. Unfortunately, no further action can be taken regarding claims via BBB. If the guest has any questions, please advise the guest to contact our Customer Care team at ************* 

  Customer response

  08/29/2024

  ********** ********  
  I am rejecting this response because:
  Valvoline caused all damage to my car.
  Sincerely,
  
  ******* *********

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/11/24 Valvoline provided an oil change service however, they used a different method of extracting the oil via vacuum rather than draining the oil. On 7/23/24 my engine threw a rod and now needs to be replaced. I was informed that this occurred because the oil was overfilled by 3.5 quarts of oil. This was confirmed by 2 separate 3rd parties. I filed a claim with Valvoline and they denied the claim stating that they properly drained the oil from my vehicle. The store manager and area manager stated that they had video of their staff draining the oil from vehicle, although they initially disagreed with one another on whether the oil was drained or evacuated via vacuum. I requested to see the video for myself of them draining the oil as I had not been made aware it was drained nor did I feel them remove the cap to drain the oil as I was sitting in the car at the time. Valvoline has refused to allow me access to the video. If they can provide the video proving they drained the oil from my vehicle I will accept their denial, however, if I am correct and they did not drain the oil then I would like to pursue having Valvoline cover the cost of replacing my engine.

  Business response

  09/09/2024

  Our records indicate the guest had a claim with our management team, through Customer Care, and her concerns were thoroughly investigated. As the guest stated, video footage of the service was reviewed by our Area Manager who confirmed that the oil was fully drained and oil level was confirmed upon completion of the service. Based on this information, the claim was denied. Our Area Manager holds the final decision in our claims process and we back that decision as well. Unfortunately, we cannot provide the guest with our internal video footage. While we understand the guest's frustration, the service completed by VIOC was completed correctly. The claim has been denied and will remain closed, no further action can be taken, per our claims process.

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  8/1/24 came in from 4:13pm-5:34 pm for an oil change and radiator flush paid $236.27 . After completion the tech slammed the hood of my truck so hard ( on video at shop ) it hit against my battery and bent my hood spring hinge and I had to move the battery to close the hood I called customer care when I got home and they tried calling them and the store was closed. So she took my information down and I got a call the next day I took pictures before moving battery to close the hood and you can see how hard the hood was slammed it dented the battery . I have pictures of my hood (from ring camera before and after going to valvoline ) A investigation was done by ******* on 8/1/24 where he came to my house took pictures and called me later that day and stated they would replace the spring and if that didn’t work we would look at other options went back in on 8/9/24 to replace spring but the wrong part was ordered I had to go back in on 8/17/24 second time they replaced spring and still have gap in the hood we went in the office to talk and ******* showed me the video of that day I pointed out my hood did not have a gap then and I also pointed out he slammed my hood on the left side and not the in the middle and his response was “ I wish he wouldn’t have “ and asked me am I willing to comprise , and I explained it is not the battery I have changed my battery and cleaned my k&n filter numerous of times and never had this problem and to be told maybe the battery shifted and now back tracking what was said and it is recorded on video of that they will discuss other options if that didn’t fix it and now saying there is nothing else they can do and to compromise if needed I have all my pictures and videos for proof I just want my hood fixed it was not damaged before going there and to pass the blame of the battery is not acceptable

  Business response

  09/13/2024

  Our records indicate the guest had a claim with our upper management team that was thoroughly reviewed and investigated. A repair was authorized and paid for on 9/5. If the guest has any other questions regarding their claim, our Customer Care team can be reached at 800-327-8242, and would be happy to help!

  Customer response

  09/16/2024

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

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• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went for an oil change to this facility and after driving my car for a few hours all the oil had leaked out through the oil filter. The staff improperly installed the filter which led to the seal breaking and all the oil leaking out. When I notified them of the damage and requested they cover the repairs to be done by Toyota they said they would send someone to inspect the vehicle. The store manager went to Toyota and instead of inspecting the vehicle she attempted a repair and without authorization took my vehicle on the road and claimed it was fixed. Upon informing me she had resolved the car was fine even though her staff damaged it and are completely biased I reached out to Toyota. They stated the vehicle engine was making noise indicating metal was loose in the oil pan and needed to be replaced. We heard the engine and notified Valvoline the car was damaged. They refused to cover the damage and said the car was fine. I reached out to ********* who assessed the vehicle needed a new engine and was a total loss and declared Valvoline at fault.

  Business response

  08/19/2024

  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 the oil change was redone along with a new filter and the Management Team determined the vehicle was operating without issue. 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

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an oil change from Valvoline on April 30, 2024. The service technicians failed to replace the undercarriage splash shield on my vehicle. Due to their error, a piece that attaches to the splash shield was dragging on the ground. I called valvoline to let them know and they told me on the phone to just come by and they would put it back on. I asked them to check and make sure the part was there before I came by. They assured me that it was. I went to valvoline that day, and waited 45 minutes for them to tell me they couldn’t find it. They said that they would order another one and contact me. A few weeks pass with no contact from them. I call and they said they don’t recall ordering it. I come by to speak with the manager. He said that he was not informed of the situation. He said that he would personally order it and call me. That was in May. I have called on three occasions since then and each time I am told that the part will be in in a couple of days. Meanwhile my car has had no splash shield since April 30. Valvoline needs to order the part and repair my vehicle due to their negligence.

  Business response

  08/14/2024

  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.

  Customer response

  08/14/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have already contacted Valvoline no less than 6 times regarding this issue. If Valvoline did not document this properly in their system that is not a matter that I can control. Nevertheless, I will call them again today and request that they file the appropriate paperwork. 
  
  Sincerely,
  
  ****** *********

  Business response

  08/14/2024

  As previously stated, 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.

*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. ↩