ComplaintsforValvoline Instant Oil Change

• Initial Complaint

  07/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  May 11 , 2022 I paid for differential fluid service. They said they use factory specs and factory recommended products that meet or exceed ** standards. They changed my fluid and put standard transmission fluid in my differential but have since found out , they should should have used a 75-90W gear oil and ** says this will void my warranty and cause premature failure of the differential. I was just there to get my oil changed and I asked for the manager. I was told he wasn't there and each time I've tried to reach ( ***** ) the manager , he is never available. I either want the correct fluid to be exchanged or a refund so I can have it done correctly at another auto repair facility. ***** also quoted a price for this last oil change of $71.99 and said he informed his crew but yet they knew nothing about it and I was charged more than quoted. However my biggest concern is the differential fluid.

  Business response

  07/25/2022

  Business Response /* (1000, 5, 2022/07/13) */ We have received the BBB complaint. Upon investigation, the guest has not filed a complaint with us. He may call us at XXX-XXX-XXXX or email us at ************@valvoline.com and we will be happy to start a claim for him. Consumer Response /* (3000, 7, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I filed a claim and they are refusing to replace with correct differential fluid. Business Response /* (4000, 9, 2022/07/19) */ A claim was opened on this guest's behalf, and an investigation showed we used the appropriate fluid. The claim has been closed. Consumer Response /* (3000, 13, 2022/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The only approved fluid is ***** full synthetic 75-90W gear oil and they used manual transmission fluid, not even close to the same thing. They advertise manufacturer specifications for fluid replacement yet don't follow it in this case. I will no longer be using this business, will take it to the dealer for fluid replacement and will complete as many negative reviews as I can along with word of mouth not to use this facility if you value your auto warranty. VOC does not provide good customer service and does not back their claims of using mfr approved fluids. Business Response /* (4000, 18, 2022/07/22) */ There seems to be a misunderstanding around fluids used for rear differentials. To put it simply, the viscosity of the VPS manual transmission oil is the same as the ***** full syn 75-90W gear oil and is approved by ** for the ********* ********. The correct fluid was used during this service and the claim remains closed.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  About a month ago, my parents had the car taken to Valvoline for a transmission oil change. The oil change was completed, and about a minute after they left, after they drove barely half a mile, the transmission broke. That is the same part that was serviced. They had to wait around two whole hours (even though it was right next to the store) for Valvoline employees to take the car back. They had it checked out and about a week later decided that the issue was the transmission, and the store manager admitted that the oil change probably led to the breaking down of the car. However, they said they do not claim liability because the car has over 60,000 miles. That is extremely unreasonable because they cannot break our car, which was perfectly working, and give us back a broken, undriveable car, and say "it's not our fault because we just don't accept blame for cars over a certain mileage." In that case, they should not have touched it or done service on it in the first place. If they broke it (which they definitely did), they need to fix it. They said they would escalate it to the area manager, who is the only one who can override the decision and have them fix the car. For the past month, I have called every few days. We've had about 10 calls now. Every single time, they say the area manager is busy but will get back to me. The past few times, they said the area manager would get back within just a couple days. The area manager never got back to me. It has been about a month. This has been a very painful and long process. Three days ago, they told me that I have to take my car back by today, or I would be charged for storage. I explained that the only reason they still have the car is that I am waiting on the area manager. They promised and guaranteed that I would hear from the area manager the next day (two days ago). That never happened. So they broke the car, avoid taking action, won't update anything, and then try to charge us for their tardiness.

  Business response

  03/29/2022

  Business Response /* (1000, 5, 2022/03/22) */ Our records indicate this guest spoke with the Area Manager today regarding this claim. The Area manager has denied the claim based on the video footage from the services received at our facility. No Further action will be taken at this time by our team.

*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. ↩