Complaints

• Initial Complaint

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/17/25, my son had an oil change in a BMW 328i. They charged $130.30 to change the oil and the filter, and proceeded to drive home. Later that evening, my wife drove his car to Edwardsville and a warning light that read "Engine oil pressure too low: Stop carefully and turn off the engine. Risk of engine damage with continued driving. Call Roadside Assistance." We proceed to take the vehicle to ***** **** *** **** on Troy Road in Edwardsville to be repaired. They eventually diagnosed: -Engine oil not getting up to operating temperature -Drained oil to clean oil and noted it was 1 quart low -The oil cap was loose which caused an oil leak -Middle part of the oil cap was missing that had the oil bypass seal made on it I had no intention of taking the vehicle right back to Wood River given the engine light notification (and the apparent urgency) but incompetence of the employees at the facility as well as the management after speaking with the manager ***** The vehicle was repaired by ***** on Wednesday 1/22/25 and picked up and paid on 1/23/25. Another issue is that my son attends college in Beloit, WI, approximately 248 miles from our house. We drove him to college (as opposed to him using this car, which is registered at the university for his use), and will have to drive back with two vehicles, which is approximately 744 miles total (with a reimbursement of $0.70 per mile according to IRS standards.)

  Business response

  01/24/2025

  We hate to hear this guest experienced issues with their vehicle. I was able to locate an open investigation with us that our management team is actively working to address. If the guest has any questions or concerns about the claims process, they can contact our Customer Care team at ************* for further assistance.
  
  

  Customer response

  01/27/2025

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

  The business claimed to have not done anything in error. I have spoken with Customer Service and local management, and it is most certainly not an open case. The response is not genuine.

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

  Business response

  01/27/2025

  Our records indicate the guest's claim was thoroughly reviewed by our management team. Management investigated and reviewed video footage of the service which verified that all aspects of the service were completed correctly. Additionally, our invoices state "If repairs are required, you must contact Valvoline prior to any repairs taking place. We will not be responsible for repairs not authorized by our company." Unfortunately, the guest had repairs made prior to reaching out. Management did provide a refund to the guest in good faith, despite the findings of the investigation. The guest accepted, a refund of $130.30 was sent via check, and the claim was closed. If the guest has any other questions, our Customer Care team would be happy to help at *************
  
  

  Customer response

  01/28/2025

  
  Complaint: ********  
  I am rejecting this response because: they are dishonest. I could really care less about the money, it is what it is. This is a poorly run organization that is filled with incompetent management hiring inexperienced people who are not trained to handle different types of vehicles. I don't believe that management conducted a "thorough" anything. I think they are saving face. Why on earth would I take a vehicle back to the same location of incompetent personnel to repair? They could not even perform an oil change correctly, nor did they think something was wrong after "reviewing the video". No comment on the oil being a quart low when it was only driven about 50? I am supposed to believe that they are suddenly competent enough to fix or identify an issue? They denied an issue even taking happened at their facility. At a minimum, I'd hope that their investigation took them to calling ***** rather than just relying on a "video" and a canned response for CYA. They can take back the $130.30 in the oil change for all I care. I know how important that is to **** and his "Area Manager". They could've taken this as a step to ensure that they are actually providing good customer service to people going forward, but this is what poor management does, make excuses and CYA.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  01/21/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  12.18.2025 I took my car into a Valvoline for an oil change. As soon as I left the bay, my car died and all the bad dashboard lights came on. I managed to restart it a couple of times to get the car back around to the entrance and asked the guys there what they had done to my car. I pulled it back into the bay. They rechecked the oil and ran a diagnostic. "There is something wrong with your hybrid battery system. That's not us." Of course I told them my car was running just fine when I brought it in for the oil change and now it doesn't run at all. "Sorry, can't help." When I left the bay again, it completely died and we had to push it into one of the Valvoline's parking spots. I will add that the manager, Antonio, of Valvoline was a condescending and dismissive. I have since read many complaints about him and the shop. (Google Valvoline Chanhassen and click on the reviews on the left side of the Google page) My husband, **** ******* drove out and helped me push the car into the parking lot of Brown’s Tire and Auto and left the key in the key drop. 12.20.2025 - Brown's Tire & Auto Repair found the problem. When the Valvoline person removed the engine air filter, leaves fell down into the filter slot and covered the engine sensors. This caused the car to stop working. As soon as the mechanic at the autobody shop sucked out the leaves, the car ran fine. Valvoline is taking NO responsibility for their carelessness. I watched their guy remove the air filter, bang it out and put it back. Usually they show it to me, and suggest buying a new one. They did not do that. They also didn't top off the fluids and left oil on the engine that they had spilled. They are saying that the sensors being covered was not their fault, but the only way leaves got down there was on their removal of the filter. I am asking for the reimbursement of the oil change and the car repair equaling $301.70.

  Business response

  01/21/2025

  Our records indicate the guest reached out to our Customer Care team and started a claim through our upper management team. The findings of the investigation verified that the services provided at VIOC were performed correctly. Additionally, our invoices state "If repairs are required, you must contact Valvoline Instant Oil Change prior to any repairs taking place. We will not be responsible for any repairs not authorized by our company." Unfortunately, the guest had repairs made to the vehicle. Our management team still offered to cover half of the repairs as well as refund the oil change. The guest declined. This claim has been closed and no further action can be taken. If the guest decides they would like to accept management's resolution, our Customer Care team would be happy to help at *************

  Customer response

  01/22/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I will accept their offer of a full refund of the oil change and half the cost of repairs. 

  I will state for the record that Valvoline never offered to compensate me anything for the repair only a refund for the oil change. They are at fault for damaging my car and it is horrible customer service that they do not take full responsibility. Also, the manager of the store, *******, is belligerent, rude and condescending. He should not have contact with customers. 

  Clearly receiving half of the cost to repair my car is better than nothing. I expect to receive $47.60 for the oil change and $127.05 for repairs totaling $174.65.

  Sincerely,
  
  ******* ****** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went in for oil change and vehicle was damaged while being serviced. Company sent to a repair shop who damaged it further. They are now refusing to pay for a rental and my vehicle is still not fixed

  Business response

  01/21/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. The guest has an extension on her rental until 1/31 while her vehicle is being repaired. We have paid to have the vehicle repaired for the mistake made by our service center. Tire Center made a mistake by adding the wrong transmission fluid and the vehicle is now being repaired at an Audi Dealership.  Valvoline has already spoken to the guest again on 1/20 and has closed the claim. We deny any further responsibility and further communication should be made through Tire Center as they were the location to damage the vehicle during the repair. 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 is closed, denied, and no further action will be taken via BBB. 

• Initial Complaint

  01/17/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I took my vehicle to this location for an oil change. They overfilled my engine with oil causing significant damage. My family and I were broke down for hours at a 7-11 gas station while on vacation. We lost money on tickets we had for our vacation. They towed the vehicle and supposedly ’fixed’ it. This vehicle drove from NJ to FL with not one single issue on November 4th. Now, the vehicle has check engine lights, stalls, and sputters. Oil filled the catalytic converter, ruined O2 sensors. We had to leave the vehicle in FL and return 2 separate times to make repairs just to get it back to NJ. This happened November 6, 2024 and we have incurred several expenses due to their negligence.

  Business response

  01/21/2025

  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 agreed the oil was overfilled. We redid the oil change, ensured everything was completed correctly. We also reimbursed the guest for the oil change, and Uber rides. Any issues with the catalytic converter and O2 senor, would not be related to the oil change completed by our team. Further reimbursement has been denied. We stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************* This case has been denied, closed, and no further action will be taken. 

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 12th i had gone into vavoline to get a new battery and tire rotation the manager on duty decided he needed to open my girlfriends door and dinged it off the mount for the computers they use causing a dent in my door I have been fighting with them on getting my door fixed since despite it being on camera and witnesses and every time I call they say they will call me and let me know later I'm tired of chasing them down

  Business response

  01/21/2025

  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

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Valvoline used incorrect fluid on a transmission service. I took my car to a reputable service center and they told me it’s due to bad fluid. Valvoline claims no wrong doing and will not help me despite ruining my vehicle.

  Business response

  01/16/2025

  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

  01/21/2025

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

  when I call Valvoline customer care team, they will refuse to help me because this is a franchise location. So therefore, this is no ongoing investigation. How would the customer care team possibly know if it’s open or closed because they don’t accept; they say reach out to the service manager or area manager and that’s all they got.
  Sincerely,
  
  *** *****

  Business response

  01/21/2025

  While we empathize with the guest's situation, as previously stated this guests claim is still pending as we are waiting results from the lab. The investigation is in fact on-going. The guest did mention involving legal representation, that would be the only reason we would let the guest know that we can no longer communicate with them and all contact would need to involve our legal team. The guest is welcome to contact our Customer Care team to discuss this further, but we want to advise that no further action will be made via BBB. Our Customer Care team will be happy to assist - *************

  Customer response

  01/21/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  This is not what Valvoline communicates when you call on the phone. On the phone, the investigation is complete, and they stand by their service. But my reputable service center says my car is undriveable due to incorrectly performed transmission service. Valvoline refused to provide me proof of their findings. Trying to hold them accountable for their reprehensible service.
  Sincerely,
  
  *** *****

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son had his oil changed on 12/26. 4 miles after leaving, his truck started throwing all kinds of errors up on the screen. Throttle control, electronic brake, transmission, etc. and luckily was able to safely get off the highway with truck revving bad. Had AAA come, they had to pop transmission to get it on rollback and now key wouldn’t come out. Tow truck driver said Valvoline wouldn’t be able to do anything with it so we had it towed outside our range to the dealership and had to pay $150 to tow. In shop for two weeks and end result is Air filter box seal came apart and got sucked into throttle body. Valvoline is denying the claim to pay for repairs. I emailed corporate on Monday and here it is Wednesday night and no response from them. This wouldn’t have happened had the tech put the air filter back on properly

  Business response

  01/16/2025

  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 denied your claim. This denial is due to the fact that the services rendered at our location had no impact on the issue the vehicle is having. The Service Center Manager tried to contact the guest via phone call 1/15 in the evening but left a voice mail due to no answer.  We stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************* The claim remains denied, closed, and no further action will be taken. 

  Customer response

  01/16/2025

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

  You know this is wrong doing! The vehicle was fine until the air filter was improperly re-placed back in the vehicle. If you’re saying your tech never touched the air filter, then I want to be sent proof of video that this is the case and if I can see that it wasn’t touched, then I’ll leave it alone and shuck it up to an pre-existing condition waiting to happen. I also would like to know what number was called on 1/15.   Roy, you even agreed to help us with this once we told you what was wrong
  
  Sincerely,
  
  ***** *****

  Business response

  01/21/2025

  While we empathize with the guest's situation, our Upper Management Team holds the final decision in the claims process. The Upper Management Team has reviewed the information, and shared their decision for the denial - this being the damage the vehicle sustained was not a result of services conducted at Valvoline. Our process was completed correctly, without error. This denial was communicated with the Father and Son (vehicle owner) at the location. We firmly stand behind the decision to deny this claim. The claim remains closed, and no further action will be taken. 

  Customer response

  01/21/2025

    ********** 22819806
  
  I am rejecting this response because:

  This is the second time now that I have caught VALVOLINE in a lie. 
  

  The first time, when I contacted the representative back to provide the towing information, she stated the prior representative noted that he told me the claim was denied. All I did was open the claim at that point.
  Second time: The denial of the claim was NOT discussed to my husband or son at the location, all they did was provide paperwork and was given a paper to call and open a claim!

  I am not comfortable with someone misrepresenting my intentions. If the representative had the audacity to make such a statement, it is likely that they as well as others at Valvoline are engaging in other forms of deception. I have asked for proof of the video that shows that my son’s air filter was NOT touched and I would drop it and shuck up the cost; however they have failed to provide. I have already filed a complaint with the Ohio Attorney General’s Office and if need to go further, I will. 
  
  Sincerely,
  
  ***** *****

  Business response

  01/21/2025

  We are in receipt of this guests claim and apologize for the frustration felt throughout the claims process. As previously stated, our Upper Management Team holds the final decision in the claims process. The Upper Management Team has reviewed the information, and shared their decision for the denial - this is due to the damage having nothing to do with the oil change performed by the VIOC. The claim was in fact denied at the service center, this statement was made by a technician who witnessed this at the location. We firmly stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. This claim remains denied, closed, and no further action will be taken.

  Customer response

  01/21/2025

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

  So then, 1 of 2 things happened:

  The air filter was inspected and misplaced back on causing the seal to separate; OR

  The air filter was NOT checked which then is in default of what’s included with the full service oil change:

  ”AIR FILTER REPLACEMENT
  Help improve engine performance – with air filter replacement services from Valvoline Instant Oil Change?. Our certified technicians can perform this service in the same amount of time it takes to get your oil changed – while you wait in the convenience of your car. 
  We’ll inspect your air filter as part of our free maintenance check – every time you purchase a full service oil change. ”
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Better Business Bureau Complaint Business Information: Company Name: Valvoline Location Address: [Specific Location] Date of Service: December 21, 2024 I am filing a complaint regarding negligent service received at Valvoline that resulted in immediate vehicle issues and safety concerns. I have been a regular customer at this location for several years. Sequence of Events: 1. Received oil change service on December 21, 2024 on my 2017 Dodge Charger SXT. My husband ***** **** normally takes it but I been taking it. 2. Immediately after service, my vehicle experienced multiple issues: - Check engine light activated - Oil began leaking - Vehicle stalled while driving - Filter screws were found unsecured 3. Location manager visited my home that evening (approximately 7:30 PM) and confirmed oil leak 4. Manager requested I return vehicle to facility; declined due to safety concerns 5. Took vehicle to dealership, which confirmed new oil leak Prior Attempts to Resolve: - Immediately contacted location manager on December 21, 2024 - Manager inspected vehicle at my home - Declined their offer to return vehicle due to safety concerns and loss of trust - Have not received satisfactory resolution from company Desired Resolution: I am seeking compensation for: 1. Original service cost 2. Dealership diagnostic fees 3. Required repairs resulting from improper service 4. Associated damages and inconvenience Safety Concern: This complaint involves vehicle safety issues that could have resulted in serious consequences. The improper service led to oil leakage and vehicle malfunction while driving. I authorize the BBB to assist in resolving this dispute through their standard resolution process.

  Business response

  01/16/2025

  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

  01/22/2025

  
  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,
  
  ******** ********** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally request reimbursement for damages caused by negligence during an oil change service performed at this shop. My daughter had to pull over on the freeway on 12/28/24 after hearing a scraping sound in our Honda civic. We had our insurance road side assistance tow the car to the nearest shop. After the shop completed their inspection, it was discovered that the Valvoline technicians had failed to properly replace the oil shield during the last oil change performed at their shop, resulting in, additional repair costs of $178 for me. Enclosed are copies of the following documents: 1. The receipt for the service performed at the shop. 2. Photos and/or documentation of the damage. 3. The invoice/receipt for the repair costs I incurred due to this issue. I have already attempted to resolve this matter by visiting the shop on 12/31/24 but was refused reimbursement]. This lack of accountability is disappointing and does not align with good customer service practices.

  Business response

  01/15/2025

  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

  01/15/2025

  
  Complaint: ********
  
  I am rejecting this response because: I do have a claim number for a complaint filed with the business. The claim number is ***********
  
  Sincerely,
  
  ***** ****

  Business response

  01/15/2025

  We thank the guest for sharing the claim number, it was listed under a different name. 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

  01/15/2025

  
  Complaint: ********
  
  I am rejecting this response because: it has been more than 2 weeks since the claim was filed on Jan 2nd and I have not received any response. I would like to keep this claim open until I receive a satisfactory response from the business.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to my usual Valvoline for an oil change on 1/5/25. They took out my engine and cabin air filters and recommended they should be replaced. I said OK to both. The technician was visibly struggling to install the new engine air filter. The cashier told him it was upside down and to flip it and he was still struggling so the cashier ended up helping him install it and they closed my hood and told me my car was "in great shape." Then I paid $175.54 and they handed me my receipt and I drove out of the bay. Before leaving the parking lot I looked at my receipt and noticed 2 issues 1. I had a coupon for 20% off up to $35 and only received 20.00 off even though my total was 175.00. I should have received the full $35 off 2. They added a note to the receipt saying "air filter housing broken on arrival" Excuse me? No one has ever told me my air filter housing was damaged or broken. The last time I had it changed was 2 oil changes prior at this exact Valvoline location and they did not say anything. Furthermore, multiple technicians at Valvoline on 1/5/25 were looking at and handling the air filter housing and not one of them said anything to me or my husband about it being broken or damaged. If it was "broken upon arrival" they should not have even touched it to change the filter. It seemed likely that they broke it so I started a claim with Valvoline and provided an estimate for the repair. They have accepted responsibility and offered to pay for my new part but not the labor. They instead want me to let them install the part. This is not acceptable - they let me leave their shop with a broken housing and an exposed air filter! They are not trustworthy to be installing a new part. I would have to go back to my mechanic anyway to make sure it was done correctly. I am requesting that Valvoline pay my full repair estimate as well as reimburse me for the $15 that I was shorted on my coupon. This would be a total of 255. I have not been able to use the car for 6 days.

  Business response

  01/13/2025

  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

  01/13/2025

  
  Complaint: ********
  
  The business has offered to pay for my repair in full and sent me a coupon code to make up for the money I am owed for my coupon. Once the repair has been paid for I accept that as a response but I am waiting for confirmation from my mechanic or the business that the estimate has been paid in full .

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

  Customer response

  01/13/2025

  I accept the updated response from *********** the store manager this past saturday 1/11 to pay my repair estimate in full

*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. ↩