ComplaintsforValvoline Instant Oil Change

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First things first, I've been doing business with Valvoline first a long time. At this particular time my check engine light was on I do believe and I kept getting a Mass Air Flow reading on the scan tool. I bought a new one it was rewired and fixed at Valvoline, but I've still been having a little bit of trouble with that to this day. The other thing, the big thing is, another time I had taken my car to Valvoline, I was wondering what condition my engine was in and at that time I had no oil leaks. So one of the mechanics decided to take a look and he removed my valve covers to take a look at both sides, no gunk or burnt oil or anything, it had the gold color on the inside, because I had been getting my oil changed every 5000 miles just about, getting Valvolines best oil changes for years. But after that mechanic put the valve covers back on I have had an oil leak every since. I took my car back and the work was redone but I still have an oil leak to this day. Now let me say this, I knew the manager of the store at that time and he's an alright guy? He always had good intentions, it's just some stuff didn't go well and he also told me if the problem continued bring the car back and they would fix the car or have the car fixed. I talked to some guy that worked there, it was well over a month ago and told him what the manager told me back then. I don't know the guys name but he replied and said, that guy doesn't work here anymore. So here we are, but I must say, there is oil all over the engine, top and bottom. And for quite some time I've noticed the car hesitates to accelerate sometimes.

  Business response

  10/13/2022

  Business Response /* (1000, 5, 2022/10/05) */ We are in receipt of this guests complaint. We are happy to start a claim request on this guests behalf as per our process, and ask that this guest calls Customer Care directly at 800-327-8242. Consumer Response /* (3000, 8, 2022/10/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) BBB, I called the customer service line for Valvoline Instant Oil Change. And let me tell you that lady, that customer service lady gave me the run around something terrible? Anyway BBB she was trying to tell me that they had not received anything from you all, that's not true, this ONLINE COMPLAINT RESPONSE FORM shows that the BBB informed the Business of this Complaint 10/4/2022 and they responded back 10/5/2022. I had to read to her from this page and then she changed her mind and then replied that she had just got the information from the BBB. And that ain't all, she also tried to give me a new or different CASE ID#. Yeah that's right BBB, y'all knowing in order to access this ONLINE COMPLAINT RESPONSE FORM, I have to use the CASE ID# that the BBB provided. And that ain't the half of it, anyway BBB there are only two things that I've been complaining about and that is the work that was done on the MAF SENSOR, let me explain? BBB the work that was done on and to the MAF SENSOR was done by the MANAGER himself, ***** ********* like I said ***** ******** is an alright guy, he had good intentions, he cut the MAF SENSOR WIRES, REWIRED IT, HE TAPED THE WIRES AND PUT HEAT SHRINK ON THE WIRES, HE DONE A GOOD JOB AND IT WORKED OFF AND ON for awhile, but it still gives me trouble to this day. But yeah the manager done that work BBB. And also that lady told me that their records show that ***** ******** hadn't worked at VALVOLINE INSTANT OIL CHANGE since back in 2016, wrong again. I sent receipts to you the BBB showing that ***** ******** was MANAGER there 06/03/2016 and still MANAGER there at VALVOLINE INSTANT OIL CHANGE, 05/01/2018. BBB the Customer Service Lady told me that they have in their records the work that was done on the MAF SENSOR. The other thing I have already talked about, is the work that was done on the valve covers. Like I said, the mechanic used a GRINDER ON THE VALVE COVERS,must of removed some metal from the valve covers. More than likely to fix the oil leak new covers may be needed, the leak has never stopped. The Customer Service Lady also has in their records the work that was done on the valve covers, she made me aware of all of this. With so much still to talk about I will still have to call and talk to someone at the BBB. I was told by the Customer Service Lady that she would contact VALVOLINE INSTANT OIL CHANGE, but she knew that they were not going to finish the job. She also mentioned a complaint filed from me back in 2020, I think I remember that, for some reason I was having trouble with putting the information on the BBB form it wouldn't let me do it. I had just a little trouble this time much better though, maybe trouble with the network, but anyway here we are. I'll be calling you BBB, I am waiting on a call from somebody at VALVOLINE Customer Care Service or something. You the BBB already have the receipts that I sent, until then and thanks. Business Response /* (4000, 11, 2022/10/11) */ *****, the Valvoline Social Media team responds to BBB complaints, and cannot take action until we have accurate and complete information from guests. As outlined on page two of all guests invoices we require that guests initiate a claim through our Customer Care department. This can be done via the phone number or email provided, and is why our team gave you the directive to call our Customer Care team, as you had not initiated a claim to have your concerns addressed. The number provided when you were speaking with our Customer Care agent is your Valvoline claim number, and has no direct correlation to the claim number the BBB provided as they are a third party and cannot initiate, complete or authorize any repairs on guests claims. As previously advised by the Customer Care agent when you spoke to them on the phone, due to the amount of time that has passed since the repairs were completed (Six years) and since it has been at least two years since you received services of any kind at one of our facilities on this vehicle no action can be taken regarding this claim. It is closed. Consumer Response /* (3000, 16, 2022/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Let me say this, I received a call this morning from someone at VALVOLINE INSTANT OIL CHANGE and they told me where to bring my car into get looked at and so on? So that I am glad about, and I'll be doing that as soon as I can. But the reason I hadn't brought my car back to VALVOLINE INSTANT OIL CHANGE facility in the the last 2 years, well I had a transmission kit done by VALVOLINE INSTANT OIL CHANGE and it leaked too, but they fixed it, thank goodness. Need I say this, and any mechanic will agree, changing a MAF SENSOR is PLUG IN, NO NEED TO CUT WIRES AND TAPE THEM BACK AND PUT HEAT SHRINK ON IT? One more leak to go, which is many leaks all over the engine, top bottom and both sides. Mind you, I drive a 1998 ***** LS400, can you imagine, what ***** WOULD BE CHARGING TO DO THE WORK? Yeah VALVOLINE INSTANT OIL CHANGE done all that to a 1998 ***** LS400. And whatever date you all got on your records for whenever the work was done on the valve covers, after 2 times work done for the same thing and still leaking to this day. Is what I'm saying. ***** gave me an estimate of what they would charge to fix what VALVOLINE INSTANT OIL CHANGE messed up and couldn't seem to fix and don't care to fix. The phone call I got this morning from VALVOLINE INSTANT OIL CHANGE, someone told me that I was a valued customer. I would think so. But anyway, me not have been to that particular VALVOLINE INSTANT OIL CHANGE facility or whatever,in 2 years, I mean after awhile, you just got to get smart and and try something else. So do I accept this business proposal? I just got off the phone with a guy earlier, well we'll just have to see then and until then. Business Response /* (4000, 19, 2022/10/13) */ Based on all of the information previously explained, the claim has been denied. No further action will be taken and this claim will remain closed.

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