ComplaintsforValvoline Instant Oil Change (Louisville Area Stores)

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to get an oil change on Jan. 27, 2023 at Valvoline on Shelbyville Rd In Louisville, Ky. My car was fine before I went to get the oil change. A few hours later my Emissions Control light came on. I called the company back and explained what happened. Was towed back to Louisville and the next morning I went back to the location and the mgr redid the entire oil change and cleaned the full system for free. He offered to pay for my spark plugs to get fixed as well. The mgr name is Jeremy. He told me they are not responsible for the damage that was caused to my 2019 Kia Soul. I’ve had my car oil chs at the exact location multiple times I’ve the past year and I’ve never had any problems before. I need this situation looked and solved by my car being fixed. If possible I would like to talk to a district manager of Valvoline so that they can look into this matter deeper as well as you all can do so. I’ve only had my car for a year and I’ve never had any mechanical issues. Thank you for taking the time to read my issue and look forward to you helping me in this matter.

  Business response

  03/09/2023

  We are in receipt of this guest's complaint. We want to make this guest aware that all claims decisions are made by the store management team and often the regional management team is in alignment with this decision. Our records indicate that the store manager reviewed the footage from this guests visit and determined that all aspects of the services the guest received when they were at our service center were correct. Additionally, they found that there was a code on the vehicle for a misfire which, typically is a spark plug issue, and something our service center does not replace. Because of this, the issues the guest is experiencing are not directly related to the services they received at our facilities. The management team did advise this guest that if the dealership determines that the issues the guest is experiencing happen to be oil related that they're willing to reopen the claim, as it stands currently however the claim is denied. 

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my Infiniti SUV to Valvoline Instant Oil Change (4909 Dixie Highway, Louisville, KY) for what is supposed to be a simple oil change. I just wanted a quick, easy oil change on 3/4/23. Instead, my car is now leaking oil in multiple places. THERE WAS NO OIL LEAK before I went to this horrible place. Went back again this morning, 3/5/23, to tell them about it. They admit that the oil filter was loose and that they didn't clean up well. But after I left again, it is still leaking a LOT! I called their "customer service" hotline and told them what happened. They claimed that someone might call me back about this claim. But they said there is nothing else they can do about it! I want them to fix what they messed up, so my car is not leaking oil. It was absolutely fine before I took it to them.

  Business response

  03/07/2023

  We are in receipt of this guests claim. Currently we are waiting for the Store Manager to reach out and speak to the guest. We tried to explain the process with the guest and that it takes 2-3 full business days for a response. The guest then hung up on one of our Customer Care team members. Right now, we ask for the guest to allow upper management to contact him within the time given, we appreciate his continued patience. 

  Customer response

  03/08/2023

   
  Complaint: ********
  
  I am rejecting this response because: it's a complete lie that I hung up on anyone.  This company is so irresponsible.   I talked to someone on the phone with their customer service line.  The person was very unprofessional.  They had a very thick southern accent that was hard to understand.  I heard babies crying in the background.   I asked them repeatedly what the next step was, and they said "there is nothing else I can do."  And NOBODY from corporate office ever called me back.  It's just a continuation of the horrible, irresponsible service of this company.   AFTER already causing my car to leak badly and me to have to go back to the same pathetic store three days in a row.
  
  Sincerely,
  
  **** *********

  Business response

  03/09/2023

  We understand that the claims process was not clearly communicated to the guest during their conversation with our Customer Care team. We want to advise this guest that these comments have been shared with the management team for training and improvement purposes, as this is not the experience we want for our guests. Our records indicate that the management team at the location this guest visited shared that they resolved this guest's concerns on 03/07 during a visit to the service center. If this was not the case our team is happy to address any continued concerns the guest may have and can be reached via phone at *************

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/30/2022 I received an oil change on my 2016 Dodge Ram echo diesel truck from VIOC. After my oil change on my way home. My truck begins to start flashing oil pressure and oil pressure lights came on as to which after that my truck began smoking and eventually shut off on the highway and began to pour smoke into my truck. I had to quickly merge over onto the shoulder and get my kids safely out the truck. Then after I had gotten out and looked there was oil running out from my truck. I tried to get back in the truck and start it back up but it wouldn’t start back. I quickly called Valvoline and they said to have the truck towed to their establishment and they would resolve it. After the truck was towed to the shop the manager called me and said there is nothing he can do and I need to have a mechanic look at the truck. After I had my truck towed to a Dodge certified mechanic dealer. The mechanic informed me that the engine had seized up due to the lack of running without a sufficient amount of oil not being in it while driving. After explaining to them what happened they let me know that Valvoline didn’t do something right after my oil change which caused the oil to leak out and cause the engine to seize. After filing a claim with VIOC customer care the problem seemed to gain some traction to be fixed but then the manager named **** consistently denied and claimed they did everything right even after talking with a mechanic . **** has been very rude with myself and the mechanic at ********** ******** ***** **** *** Dealership on ***** ******* Louisville, Ky. After going back and forth for months I finally decided to take further action to the BBB. My VIOC claim number is cc-******

  Business response

  05/11/2022

  We are in receipt of this guests complaint. Our records indicate that our Store manager investigated your concerns and determined that our service center did perform your services correctly and even performed second checks on your vehicle during your visit. In addition to this the mechanic could not provide our management with a diagnosis that reflected that the issues this guest experienced were related to services received at our facility. The claims decision is made by the Store Manager along with the Area Manager and remains denied, no further action will be taken. 

  Customer response

  05/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  ******* *****

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/14/2022 at 9:12 am. I came to this business valvoline at *** ****** ***** ** *********** ** ***** to get an oil change. I am deaf so I try my best to say what I wanted. They changed my oil and filter. I left their business to head to the Vet for my dog to have surgery ,he was gonna get fixed on that day. As soon I got off the highway my suv died...dies.... I thought that was odd... now from valvoline to new cut road thats about maybe 20-25....my 2008 ford escape broke down! oil all over the place.... engine makes loud metal clicking/knocking sound... it turns out it threw a rod! I had to have it towed back to my house and my dog never made it to the vet. I had my friend call valvoline to put in a complaint because I'm deaf. One of their rep came and checked my suv out then left. Today on March 17th I get this email it says Good evening *****, Thank you for contacting Valvoline Customer Care. According to the notes in your claim, *********, ***, the service center manager, upon inspection of the vehicle noticed it was over filled with oil and the engine was knocking. *** stated that this has nothing to do with the oil change service we performed. We apologize for the frustration caused by the investigation outcome. At this time, the claim remains denied, but we are available to answer any questions you may have at ************. Please reference claim number *********. Then this was my reply If it had too much oil then that was on them not me.. do you think I would intentionally and ON purpose do that to my vehicle? How dare you! I'm going to report this to BBB and I will see to it that your business will get bad name.... all I did was come in there for an simple oil change and now I'm out of a vehicle because of your shop.... and for him to say it had nothing to do with them that's an outrageous lie right there. I will never do any business/oil change with your shop ever again. Sincerely ***** ******** And now I'm out of a vehicle because of this!!

  Business response

  03/18/2022

  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. We're sorry to hear *****'s experience was anything less than exemplary. We operate with a system of second checks to ensure every step of our service is performed properly. Our goal is to be fair and honest while delivering thorough and efficient service. It is our desire for each customer to leave feeling satisfied and confident in our work. Mr. ******** contacted our office regarding a knocking sound after service.  After conducting our investigation, we must respectfully deny any liability. We have inspected the vehicle and reviewed video. The Service Center Manager went out to the vehicle to inspect and the oil filter was dry and tight.  The knocking is not related to our oil change.
  
  Thank you,
  Valvoline Customer Care

  Customer response

  03/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Dry and tight? The reason the filter is clean looking is because when I had to pull over the side of the road on new cut road I went under the vehicle to inspect what was going on oil everywhere even the filter.  I had used a towel to wipe it so i could see if it was loose or tight and sure enough it was. nothing i could do cause it was already too late the rod had been thrown. before i went to valvoline it never made a knock i wear hearing aid ... I can hear sounds and i can feel vibration .... my SUV never did that it was quiet ran like new.  I tried to tell that man that but he didn't want to listen what i had to say i guess because I'm deaf? so maybe I'm dumb too ? because i see oil all over the place don't you see it too ? because it is plain as day that it is oily everywhere , also i want to add while he was standing there inspecting the vehicle i had pointed out that it was leaking and he SAW the oil puddle , i had placed a sheet metal under the vehicle because it was towed into the backyard the sheet metal for laying on it instead of laying on the grass or mud or whatever. That man SAW the leak dropping SAW the puddle of oil ... saw how messy and oily it is wouldn't listen what i tried to say so no I do not accept your response 
  
  Regards,
  
  ***** ********

  Business response

  04/05/2022

  As previously stated, the claim was thoroughly investigated. Management inspected the car and found that the oil filter were both tight and dry. The guest's ********* stated that he added an additional quart of oil to the vehicle. When management checked the oil level, it was overfilled. It was determined that oil change did not cause the issues the guest was experiencing. The claim has been denied and closed, no further action will be taken.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my SUV 2014 Ford Escape for a routine oil change on Dec. 2 2021. My vehicle only has roughly about 70,000 miles on it. On 12/30/21 or 12/31/21 as I am driving out of apartment complex my car starts making weird noises and my check Engine light comes on and my oil light flashes on and off periodically. Then suddenly my car stops at a light, in traffic near my home. I was able to get my SUV started again and drive it to the nearest gas station and out of traffic. I had the car towed to to nearest repair shop the same day, as the SUV was no longer operating and I needed a diagnosis as to what was happening to my vehicle. The following day the repair shop called to inform me that my vehicles engine was no longer operating because I had no oil in my engine. The auto repair shop informed me that the engine was “bone dry” I asked him how that would happen considering I had just recently gotten an oil change. He suggested I call the business that had serviced my vehicle. I contacted Valvoline the same day to inform them of my findings and was told a claim would be submitted & someone would call me back. I have since then had to call back btween 5-7 additional times and No has contacted me back in regards to the claim. Today is 1/10/21. & I still have no vehicle nor has anyone contacted me back in regards.

  Business response

  01/11/2022

  Our records indicate that you called and spoke to a member of management who explained that your claim was denied on the investigation results. Our team reviewed footage from your visit and determined that the oil level was added and then verified at the end of your service with us. Our management team does have the final say on claim outcomes and we apologize that this was not what you had hoped for. If you have additional information or questions please call our Customer Care team at ************. 

• Initial Complaint

  09/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 9/10/21 I got my oil changed for a road trip on my 2020 chevy silverado after I returned on 9/14 I noticed I was leaking oil and ended up being 4 quarts low on oil after several attempts to resolve the issue I keep getting told someone will call me back after 18 days I still cannot even get a call back for valvoline to resolve the issue

  Business response

  09/29/2021

  Area manager for visited store reach out to customer on 9/29/21.  Customer is bringing vehicle to another store to have the oil change redone and everything checked out.  Area manager is working with customer to get the oil stain off of his driveway.  Area manager is having oil sample checked for abnormal wear to make sure there is no damage to customers vehicle.  Resolving complaint.

• Initial Complaint

  08/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Valvoline in Shelbyville, KY broke my dipstick last December and I have been trying to get it fixed since. Half the time they can’t find me in the system even though headquarters always finds my oil change and the other half they tell me that the manager isn’t there and I need to wait 2-3 days at a minimum. I have now taken it to *** ****** in Lexington, KY and they have given me and estimate and everything which took a single day to do and would be fixed today if Valvoline would pay for it like they said they would but now they are saying they need another manager to look at it which wasn’t even mentioned until the fourth phone call to their customer service now.

  Business response

  08/30/2021

  Manager from location in Shelbyville, Ky made contact with customer on 8/25/2021 and has paid for repair of vehicle, customer has her vehicle back.

  Customer response

  08/30/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** *******
  
  

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