ComplaintsforValvoline Instant Oil Change

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to get my oil changed on November 16th. After the oil change and I got drove a few blocks, I noticed my car having smoke coming out from the hood and the smell of burning oil. I assumed it was just some oil that had spilled on the car and was burning off and drove home. The following morning on my way to work, I saw smoke coming out from my hood and out the back end of my car. I pulled over and called the Valvoline on ********** Blvd. that serviced it the night before. They said to bring it by which I did immediately. The manager came out, ******, and asked the attendant where the oil stick is on my car so she could check the oil pressure. She then said she had to go watch a video to make sure nothing was missed. After a few moments, she came out and said I had an oil leak and they did nothing wrong since they didn't touch anything.I preceded to work. At 5:00 walked out to my car and all the oil that was in my car was now on the garage floor. I called Valvoline. They said they will get back with me the next day. I had to wait in my car for someone to take me home.Next day @8:00 a.m I received a call from customer care with ****** the ********************** location manager. She tried to blame me for not bring the car immediately back and that they did nothing wrong and hung up on me since I said some strong words to her after that.I had to get my car towed to a mechanic. With it being a ********* they were afraid to deal with it because of the complexity. I called a ******** dealership. They towed it. They had the computer hooked up it and nothing came up wrong, but that the oil filter was not tightly on. They added oil and I picked my car up. I sent in receipts for reimbursement and ****** denied my claim with Valvoline. I was told by the claims department that they stand behind their manager's decision and the decision is final. They deny the claim and that's it?! I need reimbursement! I have receipts/proof they were in the wrong.

  Business response

  12/23/2022

  We are in receipt of this guests claim. Our records indicate this guest had a claim with us that was thoroughly investigated by our upper management team. Management reviewed video footage, and also have video footage of us showing the guest the leak on the opposite side of the engine. We also have a photograph of the filter when the guest came in. We confirmed to the guest that this was not an error made by us but in fact an issue with the engine leaking prior to her visit with us. The final decision lies with the management team and they have determined the guest's visit was handled properly. This claim is closed, denied, and no further action will be taken.  

  Customer response

  12/28/2022

   
  Complaint: 18579498
  
  I am rejecting this response because:I have not seen the picture or video   A third party has not seen the picture of video  

  They are lying   

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

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  You 10/19/21, my daughter took my car to valvoline on 1730 s rutherford in murfreesboro, ** for an oil change, $*****. On 11/3/21, my car broke down on ***W. I had it towed 91 miles to murfreesboro, ** by Barrett towing to 1211 memorial Blvd, ********* at The cost of $***. I was told by the service guy after a diagnostic, that my motor was locked. They could not tell me reason without going thru the motor. He then stated that a replacement with them would be $****. I started searching for a motor and had my car towed to a relative home on 11/18/21. A local mechanic found me a motor and would put it in for $****. On 11/22/21, he replaced the motor and stated that there was no oil my car. The did stick came up dry. He stated that was the reason the motor locked. I contacted Vavoline,XXX-XXX-XXXX. A claim was open cc-XXXXXX. I informed the representative that the motor had been removed and gave the mechanic name and number, **** *********** XXX-XXX-XXXX. She stated to keep it bc an investigation may need to see it. On 11/23/21, received a call from Keith, a manager, he stated that an investigation would need to be conducted and since I had already took the motor out they would have to review footage. On 11/30/21, I contacted valvoline bc I had not heard anything. Keith informed me that vavoline was not at fault. I informed that I still had the motor if they wanted to look at it. He stated no need bc the footage revealed no fault. We talked about the dip stick he stated that the oil not being on it does not mean no oil. I asked if I had an oil change on 10/19 there should be oil on the dip stick! I'm only asking for $**** for towing and replacement of the motor. Does the footage show their mechanic tightly replacing the cap? Why is their no oil in the motor? Why no one went to look at the motor?

  Business response

  02/04/2022

  Business Response /* (1000, 9, 2021/12/13) */ Our records indicate that the guest did start a claim with Valvoline on 11/22/2021, which was 19 days after the initial tow took place on 11/3/2021, per the guest. At that time, as the guest stated in her *** complaint, the engine had been removed from the vehicle. Due to this, our management team was unable to inspect the vehicle before work was initiated by the third party. Additionally, our service invoices state the following: "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." Our management team did still review the video from the guest's service and were able to verify that the oil change was correctly performed. Our Area Manager holds the final decision in the claims process and is in agreement with the Service Center Management's decision to deny the claim. This claim remains closed and no further action will be taken. Consumer Response /* (3000, 11, 2021/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The motor not having oil was not thought of why the motor lock. If I just had the oil changed why would I think it was the reason. After I was told the motor lock bc of no oil. The motor was already removed. When I contacted valvoline I initially told to keep the motor so they can inspect it. Now it's my word against theirs and their word against me. I kept the motor for them to look at. But they told me no need. Since they want inspect the motor, I suppose to believe they did everything right and my motor locked up bc of magic! I need a better explanation and more evidence of why my motor had no oil. They have a video and I have oil less motor. Business Response /* (4000, 15, 2022/02/04) */ Hi Our response is that we conducted a thorough investigation including a review of the video of the performed service at our location and confirmed that our process was performed correctly. In addition, our Service Center Manager made many attempts to contact the customer directly about this issue with limited success. Our original response still stands. You can close the case. Thank you for the follow up. ***** Office Manager

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