ComplaintsforValvoline, Inc.

• Initial Complaint

  09/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took in my 2019 ********* for an oil change June 9th 2021 to Valvoline in Odessa TX on Faudree Rd. Exactly a week later my vehicle suddenly broke down and a message on my dashboard appeared saying low oil pressure. My vehicle did not run after that and we had to get it towed. Mechanic said there was no oil in engine. I filed a claim with Valvoline. ******** the area manager wanted a second opinion so we took it to ********* mechanic and submitted the report to them they gave us the same diagnostic. ******** the area manager called me and said "I'm not ******* paying for it get a lawyer if you want." HIS EXACT WORDS, and he hung up on me. I called corporate and was told that claim was denied and that they have no explanation as to why. ******** is a complete **** and needs to be removed from running this place. He has no professionalism whatsoever. Beware and DO NOT SERVICE YOUR VEHICLE HERE!

  Business response

  09/22/2021

  Business Response /* (1000, 5, 2021/09/07) */ We are in receipt of **** *****'s BBB Complaint. Our records indicate that upon review of the video of service, it was confirmed that our team followed the proper procedures by adding the correct amount of oil. Our Area Manager has reviewed Mr. *****'s claim and it has been denied and remains closed. We apologize that this is not the outcome Mr. ***** expected. Our Customer Care Team is available to answer any questions regarding the denial at 800-327-8242. Consumer Response /* (3000, 7, 2021/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is unfair because we were never given the opportunity to view the videos. So this is completely one sided and **** Espinoza is definitely covering everything up. Business Response /* (4000, 9, 2021/09/08) */ Our records indicate that the issues started 2500 miles after the oil change at our service center. The management team confirmed that both the drain plug and oil filter were both tight. Our team reviewed footage from the service received, took photos, and additionally sent oil samples tested at our lab. Based on the results of the investigation our team has determined that the issues this guest is experiencing are not related to the services received at our service center. This claim remains denied. Consumer Response /* (4200, 11, 2021/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have two diagnostic from two different mechanics both stated the engine seized up due to having no oil in the motor. So where did the oil go? How was there a sample of oil taken when there was not even any oil in the engine. The mechanic shop where the truck was at pulled out the dipstick and showed them there was no oil. They even took a picture of the dipstick. Not to mention they also put their hands on the vehicle without our consent or even without us being present which we later found out that they went on three occasions without informing us. They had an open window to fix their wrong doings. Also ******** lied on several times. My wife asked him about the oil sample and he told her they found nothing. I called him that same day and he told me they found additives. ******** also tried telling my wife that the oil evaporated and that's why there's no oil in motor. Oil does not evaporate a week after being changed. This guy is a complete joke. He's in for a reality check if he thinks we're gonna buy the whole "oil evaporated story". Something is clearly not adding up here. ******** is incompetent and did not know how to handle this situation in the correct manner. the "investigation" is biased and a complete joke. We were never provided with any evidence from the "investigation". Thankfully we have documented the whole situation. I will proceed by contacting the attorney general of Texas and filing a consumer complaint. Business Response /* (4000, 13, 2021/09/09) */ Again we advise this guest that based on the findings from the investigation our team performed this claim is denied. The damage occurred 2500 miles after the service was performed. This claim remains closed. Once this guest has contacted a lawyer, we will be unable to communicate further, and request that all communication be completed in writing to our legal department at 100 Valvoline Way, Lexington, KY 40509.

• Initial Complaint

  08/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  June 29th, 2021 I took my car to Valvoline oil Roseville, MN., for an oil change at a cost of $31.00. The following day, as I drove to work on interstate 35e, an engine warning light came on (Reduce engine power). My vehicle lost power and I was forced to exit the highway, therefore missing a day of work to solve this problem. I later was informed my airflow sensor had been disconnected. After informing Valvoline Inc., I was issued a letter of apology, refund, and two free conventional oil changes, however, this does not cover any financial loss. I wish to be reimbursed for lost wages/mechanical fee 273.36 + 65.00 = $338.36 this error rest solely on the shoulders of Valvoline Inc.

  Business response

  09/21/2021

  Business Response /* (1000, 5, 2021/08/30) */ We are in receipt of ****** ****'s BBB complaint. Our records indicate that our management team expressed to Mr. **** that we do not cover or reimburse for lost wages. They also informed Mr. **** that we cannot reimburse him for a diagnostic service without a receipt. However, our management team offered to send him two free oil change coupons for the improper installation of the air filter. Mr. **** agreed to this and confirmed his mailing address on a recorded line. Mr. ****'s request to be reimbursed for lost wages and for a diagnostic test has been denied and remains closed. If he has any new information or questions he can reach out to our Customer Care Team at 800-327-8242. Consumer Response /* (3000, 7, 2021/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Accepting two free oil change coupons for their inconveniencing me by no means declared i do not want to be reimburse. Two free oil changes do not pay my rent or creditors. Valvoline is at fault. I will forward a receipt to you at later date. Sincerely Business Response /* (4000, 9, 2021/09/02) */ As previously stated, we cannot reimburse for a service that a receipt cannot be presented for. Mr. **** stated he did not have a receipt he could provide, so we offered 2 coupons as a courtesy. If Mr. **** is able to provide a receipt, we can reopen the claim for further review. The coupons have been mailed and the service with us was refunded to the guest. This claim has been closed. If the guest has any further questions, he will need to reach out to Customer Care at 800-327-8242.

• Initial Complaint

  08/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 20, 2021 I took my recently purchased 1981 ***** ***** Valvoline on 12055 Scripps Summit Dr to have my oil changed and my transmission fluid flushed. I provided my own oil filter, the oil was drained and the transmission fluid flushed, but the oil was not replaced. My engine seized 5 miles down the road. Since then I have been bounced around incompetent engine shops and mechanics by Valvoline. I informed them that I had a strict time frame in which this had to be finished, in August I had to move to LA to start grad school. The car was returned to me on June 17 and 10 miles later the car overheated on the highway due to a failure to test the radiator when they replaced the engine. The car was returned to me again on June 29 and I followed instructions given to me by the mechanic to run it slowly and to work up to longer trips. I finally had to drive it to LA on July 27 during which point I assume a head gasket issue had appeared because I cannot drive it more than a mile.

  Business response

  09/14/2021

  Business Response /* (1000, 5, 2021/08/23) */ We are in receipt of this guests complaint. Based on the information given and our records this guest will need to contact the facility that performed the repair to the vehicle since they were the last to service it. We apologize for any frustration this may have caused. If there are additional questions or concerns regarding this our claims team is happy to assist, they can be reached at 800-327-8242

• Initial Complaint

  08/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Saturday August 14, 2021 I took my car to Valvoline located at 710 N DuPont HWY in Dover Delaware for an oil change. My car was in perfectly good condition with absolute no issue or indicator of an issue. They recommend the max life oil and a filter replacement which I agreed to. I drove the car away less than 3 miles. I heard a strange sound that I wasn't familiar with. Sunday the sound persisted. I did some research which suggested one of 4 things that went wrong with oil change. I went back to Valvoline Monday Morning at 7:30 AM. I spoke to ***** the manager that possibly the wrong oil was added to my car causing the sound. He insisted all is well with my car and I should be able to drive to NY fine. I drove the car 3 miles park it. By 12PM I tried to start the car it wouldn't start. I had the car tow to the repair center at **** The mechanic indicated that the engine seized the crank shaft wouldn't turn and that a new engine is needed. All this from the oil change.

  Business response

  09/15/2021

  Business Response /* (1000, 5, 2021/08/23) */ We are in receipt of ****** ****************'s BBB complaint. Our records indicate that Ms. **************** brought her vehicle in after she was hearing a noise after her oil change with us. Our Service Center Manager inspected the vehicle and found that the oil was at the correct level and the oil plug and oil filter were dry and tightened properly. Her check engine light was not on and her air filter was secured properly. Her claim was denied and remains closed. If Ms. **************** has any further questions or new information pertaining to her claim denial, she can reach our Customer Care Claims team at 800-327-8242.

• Initial Complaint

  08/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In March, I took my wife vehicle, 2013 **** ****** to Valvoline on Wickham Rd in Melbourne to get an oil change. This place has always worked on my wife car. The car never had an issue with oil leakage or any engine problems. On June 19th, my wife was coming home from work and as she turned onto Hwy US 1 she heard something fall off the car. She proceeded to drive to get to a lit area and the car shut off prior to getting to the gas station. I get there and oil is on the back of the car. The oil filter fell off. We bought another one from ******** and added oil. I took it back to Valvoline and told them what happened. They check the car and apologized and sent me a coupon for a free oil change. However on July 17th my wife driving and heard a noise. This time the car overheated. The car has a hole under the engine and oil leakage on the side where the hole is. Three different mechanics told me the issue was due to the oil filter falling off. Their insurance only spoke with me once.

  Business response

  09/15/2021

  Business Response /* (1000, 5, 2021/08/23) */ Our records indicate Mr. ***** had a claim with us that was then passed to insurance to further address. Going forward, the insurance company is responsible for handling this and Mr. ***** will need to communicate with them for further updates. The claim with us remains closed.

• Initial Complaint

  08/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We got the oil changed at Valvoline on Harrison Avenue in Dent Ohio (Cincinnati) and they failed to put oil in the car. Then they took it to a mechanic that we did NOT approve and the mechanic did not do a proper job. Then ON A RECORDED LINE they told us they would take it to our mechanic and pay for the remainder of the fix. Now that we have a quote to fix it they refuse to pay. We are beginning to pursue legal action since they refuse to fix their issue. Once again, We did NOT choose the vendor to fix our car and when it was done incorrectly they agreed to pay for it at our mechanic and now refuse to pay. We have asked to talk to higher ups in Valvoline and have been denied.

  Business response

  09/15/2021

  Business Response /* (1000, 5, 2021/08/19) */ Our records indicate that when ********* ********* vehicle experienced a problem following service, it was taken to a shop for repairs, as agreed upon with the guest. Valvoline made payment for repairs. After receiving the vehicle back, a check engine light came on, on the vehicle. We did agree to have the vehicle diagnosed by another facility. Upon receiving that diagnosis, our Area Manager advised the guest to contact the original shop to address the concerns. They are who made the repairs and would be responsible for any issues regarding their work. Mrs. ********* has also requested a settlement for the vehicle, but that has been denied as we did cover the cost of repair. The Area Manager holds the final decision in the claims process. This claim has been closed and no further action will be taken. Consumer Response /* (3000, 7, 2021/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not a true statement. We did not receive the vehicle back working and had to return to the shop that Valvoline chose multiple times. After talking to their management on their recorded line. The management agreed to finish the repairs at our shop and that Valvoline would pay the bill. again this is on their recorded line. We specifically asked on that line if Valvoline would pay to have our mechanic fix it and they said YES so this response to this claim is a false response. Business Response /* (4000, 9, 2021/08/30) */ Our previous response outlines the reason for the denial of Ms. Connors' claim. Another BBB complaint was submitted on BBB Case #XXXXXXXX, which was closed by the BBB. We stand behind our denial. The claim remains closed and no further action will be taken. Consumer Response /* (4200, 11, 2021/09/01) */ The consumer is not satisfied with the business's decision.

• Initial Complaint

  08/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/24/21, I received an oil change. On 7/27, I got a oil pressure low alert on my car, which then led to my car shutting off. I had my car towed to a European car specialist and their diagnosis is that the oil filter did not fit in the housing correctly and causing my engine to seize. They then sent me an invoice for 15k to get it fixed. I alerted the Valvoline store what happened and they went to get the oil filter to get it tested. They sent it to get tested by corporate and I was called today 8/16 and told my claim was denied. I have never had any issues with my car or engine. I have always went on time for oil changes. I'm not understanding how they are not the cause of this happening

  Business response

  09/15/2021

  Business Response /* (1000, 5, 2021/08/18) */ We are in receipt of this consumers complaint and appreciate his patience while our team investigated his concerns further. Our records indicate that on 08/17 our management team attempted to contact you and they were not able to reach you. Should you want to be connected with them to speak about your claim our Customer Care team would be able to connect you; please call 800-327-8242.

• Initial Complaint

  08/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in May 2021 to get an oil change 4 days later my engine over heated. I took it into a ship and was told the reason was for a wrong oil filter was put into my car and cause my engine to over heat. The filter melted to the cap. The cost to fix my car and for new motor is 8,000$ including labor. Now I trusted Valvoline with my car for sometime now and I'm furious this happened

  Business response

  09/15/2021

  Business Response /* (1000, 5, 2021/08/18) */ We are in receipt of this consumers complaint, our records indicate that the management team at this location has been actively investigating this consumers concerns regarding the oil filter. We ask that this guest call our Customer Care team at 800-327-8242 for questions, or status updates on the current claim investigation.

• Initial Complaint

  08/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Went there to get a battery replacement. The guy started but was taking quite sometime up under the hood. So I stepped out the car to see what was the problem. He was having trouble getting the battery cable off . Assistant manager came over and helped. They finally got the cable off. The guy who started put the new battery in and told me to started up the car. As I started the car all lights came on the dash . I got the car told him about . Assistant manager came around and look and notice the battery was backward . So he asked me to get and the car to make sure the keys not in the ignition. I took one step and looked back him he tired to turn the battery around quick so I wouldn't noticed him .

  Business response

  09/15/2021

  Business Response /* (1000, 5, 2021/08/18) */ We are in receipt of ******* ******'s BBB complaint. Here at Valvoline Instant Oil Change we are committed to customer service and excellence at each one of our locations. Our records indicate that our management team is currently investigating Mr. ******'s concerns. If Mr. ****** has any new information or questions about his claim, he can contact our Customer Care Team at 800-327-8242.

• Initial Complaint

  08/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went over to Valvoline instant oil for an oil change. I noticed that they do some AC repair when I went in there. when I am idle my AC has been blowing warm air and then it will blow cold air if I'm driving, and that's what I told the employee that works there that. The employee said "well we can do a service on your AC and if it doesn't fix it then you can just come back and we can refund you, wouldn't hurt to try right?" So I agreed to that. A week later I noticed that my air-conditioning was just like it was before so I brought it back and tried to get a refund. I talked to a different employee there as well as the GM, they declined giving me my refund. So then I called their corporate number and they sent a refund request and which they said they would call me back in 48 hours, they never called me back I had to call them and it turns out the area manager and the GM both declined that refund as well. I have made a post online and it turns out they've done this to a lot of people.

  Business response

  09/14/2021

  Business Response /* (1000, 10, 2021/08/19) */ We are in receipt of this consumers complaint, our records indicate that the management team spoke to the guest and advised the guest that we did the AC service correctly since the guest left our facility with cold air and this guests compressor just happened to go out a few days later which has nothing to do with our service. Additionally the management team issued this consumer a refund for the services received at our location as a good faith effort to preserve this consumers trust in the company. This claim has been addressed to the fullest extent and guests refund will arrive within 7-10 business days once mailed.

*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. ↩