ComplaintsforValvoline Instant Oil Change

• Initial Complaint

  02/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/13/21 I took my vehicle to get an oil change, in less then *** miles the car broke down. I took it to the mechanic and the diagnostic was no oil in the vehicle. they checked it and was a defective filter. I got in touch with customer service and they sent a manager. The manager told him to deny the case. When he got in touch with the manager, he said he will come and check. he never did... I called plenty times and left voicemails for them to return the call and they haven't called me. My vehicle is still at the mechanic shop, waiting for them to resolve the problem.

  Business response

  02/07/2022

  Business Response /* (1000, 5, 2022/02/04) */ We are in receipt of this guest's *** complaint. It appears our Customer Care Department was never contacted regarding a service-related failure. To start a claim, please contact our Customer Care team at XXX-XXX-XXXX. Consumer Response /* (3000, 7, 2022/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) They haven't contact me every time I call they say the manager by name Chip is not available.. I call customer service more then 10 times so they can get in touch with the business manager Liam ********** they leave him voicemail to get in touch with us and they don't do it ... i just want to be responsable for what happen so I can be able to have my car back Business Response /* (4000, 9, 2022/02/07) */ When the guest initially contacted Valvoline Customer Care about this issue the vehicle was already at the mechanic's shop and had the**** filter removed prior to our service center managers being able to inspect the vehicle. We began our investigation by speaking with the mechanic at the facility regarding his initial findings. As part of his investigation he removed the**** filter. He mentioned the**** filter was tight, the gasket was in good condition, and there was no double gasket present. He also told us the drain plug was installed and tight. He did mention there was a large**** leak present, but he could not determine from where. *** Ryan inspected the vehicle initially on behalf of VIOC and determined the drain plug was installed and tight, but the filter had been removed. He asked the mechanic about the**** filter and again we were told that the filter was tight, had no double gasket, and also that the filter gasket looked normal (no damage, cuts, bulging, etc.). The mechanic showed Ryan the**** filter and he was able to verify its condition as well as the condition of the gasket. Ryan did notice several**** leaks coming from multiple locations on the vehicle, but a noticeably heavier leak was coming from the area of the**** ****** ***** (above the**** filter). A leaking ***** ***** gasket was also contributing to the large amount of**** concentrated on this particular area of the engine. Ryan combined the information he gathered with the statements provided by the mechanic and denied the claim with the guest at that time. *** Chip went to inspect the vehicle on behalf of VIOC a second time per the request of the guest. He inspected the vehicle at the same mechanic shop Ryan did and noticed the large**** leak(s) that stemmed from the**** ****** *****/adapter and ***** ***** as well as the various other**** leaks on the engine. He spoke with the mechanic that had assisted Ryan and was told the same things about the**** filter as Ryan had (filter was installed on arrival, tight, no double gasket, and the gasket was in good condition). Chip denied the claim again with the guest. The guest asked about getting another opinion on it and Chip suggested getting the engine unlocked, filled with****, and started to help them diagnose where the leak was coming from; since we had ruled out the**** filter and drain plug. Chip also told the guest that if they were able to get the vehicle up on a lift at the shop and/or running, that we would look at it again and try to help identify where the leak was on the**** ****** *****. *** Ryan went to inspect the vehicle a third time at the request of the guest, as they had been able to get the vehicle on a lift at the mechanic shop. The shop was unsuccessful in unlocking and getting the engine running. Ryan came back to our original conclusion that the overall amount of**** leaks on the engine including the large one at the**** ****** ***** were the cause of the**** loss and engine damage. He again denied the claim at that time. This was our third time inspecting the vehicle and the third time we denied fault of the damage. The guest refused the ***'s investigation results and denial of her damage claim and requested further investigation with area manager Liam. Liam stood by the investigations performed by the store managers and also denied the claim.

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