ComplaintsforValvoline Instant Oil Change

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tuesday 9/26/2023 6:05 PM PST my husband took my **** ****** Rogue Sport for a simple oil change at Valvoline The vehicle is in excellent condition went in with all its bells and whistles working & in order Nothing wrong & if there was something initially wrong with car they usually let the customers know right away of any issues or flaws w/the vehicle. The technicians performed the oil ***************************** my husband on his way during the drive back home my husband smelled a strong burning oil smell & immediately turned around & brought it back to Valvoline it was discovered that the valve cracked and split in half causing an active oil leak. We were very upset and informed them to find a resolution and fix this for us and to call their supervisor it was critical & not safe. No one wanted to take accountability for the damage. One of the managers on site said it was a faulty part & was going to send us on our way with an open oil cap with oil coming out to spill into other parts of vehicle so negligent. We informed them we can't drive the vehicle like this & we were told there's nothing they can do it's a faulty part we told them the car came in with no problems or faulty parts & is leaving damaged. We have only brought this vehicle to *********** were insisting they reviewed surveillance and their technicians just twisted it off. They told us to call their claims they'll take care of us and they have a shop that can take care of it but there's nothing they can do for us. We weren't leaving the oil shop w/ a broken oil valve. One of the technicians zip tied the plate to hold the valve oil cap. Our car came in normal and came back out damaged. I called claims no help & the other manager ***** denied the claim but he was not even there at the time of service he based it off surveillance very bias I brought my car to ****** ASAP & the findings were valve cover cracked & splitting appears to be damaged from previous oil cap removal $1297.47 Pls Help poor consumer treatment.

  Business response

  10/24/2023

  The guest has a completed claim investigation on file with us. Management has spoken to the guest and denied the claim. Video footage of the service was reviewed and found no indication of an issue during service. Broken area of oil cap may have been preexisting based on oil leak and seepage around the area based on the photos provided by the guest.

  Customer response

  10/24/2023

   
  Complaint: 20676098
  
  I am rejecting this response because: I have requested a copy of the denial on letterhead which we have not received. There was no previous seepage from oil, prior to bringing car into Valvoline. There was an oil leakage because Valvoline was not able to put the cap back on because it broke. As previously mentioned we brought it back immediately after service because the leak caused a smoke smell which was non existent before only as soon as it left the shop. We do not understand how a car came in with no problems and came back out with problems they zip tied the cap to stay down and if there were any pre existing issues with the car Valvoline lets its consumers know ahead of time of any issues if there was a crack or leak and they did not make us aware of any existing problems. We have brought our other cars here in the past and they call out any issues, which they didn't for this one which tells us there was nothing pre existing. As requested multiple times we are requesting a copy of the denial letter on letterhead. As per a Valvoline ****** review Trialwood one consumer also left the shop with a zip tie to their vehicle.... It is not a coincidence our car left the shop with a zip tie as well. There is no accountability. We are very unhappy with the treatment, the service and the decision. This is easily the fault of the shop and there is just no accountability it's like I went in for surgery for my leg but came back out with a broken arm...doesn't make sense to me....

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

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