ComplaintsforValvoline Instant Oil Change

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our oil changed here on Monday 10/16. Prior to this the car had no oil leaks, the under carriage of the car was completely clean. Once we had the oil changed at valvoline on Monday 10/16. It began leaking oil, the seal to the drain plug was torn by them which was causing the leak. We brought it back Wednesday 10/18 and they tore the seal the rest of the way off and told my husband it was never there. We had a picture to prove it was and torn. They replaced the plug but it was still leaking so we brought it back Friday 10/20. They said the oil was low and needed to be topped off but did not replace anything. So the cat was still leaking. We brought it back Sunday 10/22 they changed the plug again and informed us now of the leak in the rear main seal which was caused by them overfilling the oil. They proceed to have us come back the next day to have it fixed by their store manager. Well they overfilled the oil AGAIN for a third time causing the leak to get even more worse and the store manager wiped the oil off of the dipstick with her finger down to the line when my husband asked to see the oil line and told her it was overfull. And refuses to fix the car. We called customer care, they put in a claim and said the district manager had 48 hours to get back to us. He has not, and I am now being told my customer service that our claim was denied by the store manager so there is nothing they can do and the district manager wont even reach out to us at all if he agrees with the store manager on her decision. But the car very clearly and obviously did not have a leak prior to being serviced with a simple oil chance by them on 10/16, and then never had the second leak until they serviced the vehicle again and overfilled the car with oil on 10/20. It is now going to cost us a large amount of money to fix and they refuse to help a problem they caused.

  Business response

  10/26/2023

  We are in receipt of this claim and apologize to the guest for the frustration felt throughout this process. Our investigations are handled by ***************** they hold the final say in the claims process. Management explained to the guest that they originally came to ** with a plastic pan, we could not get a great seal because of this reason. We also explained to the guest the issue at hand is due to normal wear and tear, especially because of the plastic pan. This claim is closed, denied and no further action will be taken. 

  Customer response

  10/26/2023

  Complaint: 20782429
  
  I am rejecting this response because:

  The claim was never discussed with me by anyone in upper management, the communication stopped with the store manager and then customer care. The area manager never reached out to me. The damage was also not caused by mileage it was caused by the seal being broken on the drain plug while being serviced on Monday 10/16. It got worse when they ripped the seal off on Wednesday 10/18 and then proceeded to lie about it and tell us it was never there, then when caught because again we have pictures of everything they replaced the plug but when they did this they tightened the plug so tight it shook our vehicle and indented the plug into the plastic, this is also documented via pictures. They attempted to fix the problem because they knew they caused it 3 times with no success. All 3 times the employees helping us all agreed the damage was their fault, until their manager stepped in and decided it wasnt their fault anymore. Our rear main seal busted because our car was over filled with oil by them not once but multiple times and we have proof of this. We also have picture proof the car was completely clean on the underside of the vehicle until they serviced the vehicle and caused the leak. Picture of the car overfilled at time of managers refusal and also the next day after all the oil settled being even more overfilled are attached. This was not an issue until they broke the seal on our drain plug and then overfilled our car with oil. We also have video proof of the manager lying and wiping the oil off of the stick once it was pointed out that it was overfull and then refusing to check it again and we also have video proof of another employee working there telling us that overfilling the oil can absolutely cause the rear main seal to leak as well as other seals. Not to mention one of the employees there on the day the manager refused to help any longer told us he knew it was their fault and that we needed to call customer care as soon as we left, which we did but is no help since the area manager wont reach out because the store manager already made the decision to leave our vehicle damaged by their employees.
  
  Regards,
  
  ***********************

  Business response

  10/26/2023

  Thank you for taking the time to reach out to us about your recent service experience. We apologize for the frustration this *** have caused, our records indicate the management team reviewed the services you received during your visit and denied your claim. This denial is due to the fact that this is a normal wear and tear item, especially because it is plastic. We stand behind the decision to deny the claim. If you have additional information that you feel *** change this outcome, please contact ************* directly at ************. 

  Customer response

  10/26/2023

  Complaint: 20782429
  
  I am rejecting this response because:

  Ive already sent customer care everything including all of the videos. They all prove that we are in fact correct. However I dont feel as though they have even been looked at. We feel retaliated against by yall. We come back with an issue on a vehicle that has never had an issue after yall have been the only ones to service the vehicle, multiple employees admitted it was yalls fault, and then all of a sudden yall are over filling our oil, causing another leak, admitting on video that overfilling can absolutely cause the leaks and now are refusing to help a problem you caused.  How can yall deny a claim that youve already admitted multiple times was your fault, multiple employees admitted it was yalls fault, and admitted to knowing the vehicle was completely clean underneath before yall caused a leak? 

  
  Regards,
  
  ***********************

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. On 6/30/23 ****** ****** Avalon into Valvoline for an oil change. The tech recommended getting the radiator flushed and that it would only take 15 mins. Went ahead with the service.The radiator service took much longer than 15 mins. The tech said that the machine was giving them issues and had us get out of the car and wait in the lobby.2. In the days following the car began overheating. **** nearly didn't make it to work. Called Valvoline and they sent a Sr. ********** out to her workplace in central ****** to look at the car. Your technician told her there were air bubbles in the line. He told her he fixed the problem and she was good to go. 3. She left work that day and made it 1 mile before her car began overheating again. She then had to have a tow truck come out to get the car. 4. **** called the Valvoline location again. They told her to bring it back to the location so that the manager could look at it. ( This was done) the manager performed another Radiator flush.5. Car overheated again. The Valvoline location then advised her to call a "real mechanic"6. After conducting different troubleshooting repairs, ********************** determined that the car blew a head gasket. Due to the amount of labor (roughly 25 hours) and the probability that more damage was done to the vehicle that hasn't yet been able to be diagnosed (note: the car only has ****** miles on it). ********************** recommends replacing the whole engine which is comparable in ****** blown head gasket is consistent with the sequence of events outlined above and most likely happen after the initial radiator flush when air bubbles were left in the line.Valvoline has caused is nearly $7,000 in damages.

  Business response

  07/26/2023

  We are in receipt of this guest's complaint, a review of the guest's investigation notes indicates that our team spoke to the repair facility and watched the footage from the guest's visit. Both indicate that the issues this guest experienced were not caused by services received at our facility. Therefore our team determined that the guest's investigation outcome is closed and denied. No further action will be taken.

  Customer response

  07/26/2023

  Complaint: 20376582
  
  I am rejecting this response because: You can clearly see on the video footage that the machine did not work properly  when providing services and required troubleshooting. It's very clear that the services provided  were inadequate and done with faulty equipment. 
  
  Regards,
  
  *************************

  Business response

  07/26/2023

  We are in receipt of this guests claim and apologize for the frustration the denial has caused the guest. We have reviewed the guests investigation; the notes state that after reviewing the *** footage, and the findings from the repair facility - we are not at fault and the issue at hand was not caused by our service. This claim has been denied, closed, and no further action will be taken.

  Customer response

  07/26/2023

  Complaint: 20376582
  
  I am rejecting this response because: your decision to make the unethical decision  to accept responsibility for damages that were triggered by subpar work performed by  the Valvoline team is unacceptable. 
  
  

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went for an oil change and inspection sticker on Wednesday Jan 18, 2023. During the inspection the car started acting up when the portable scanner was used. All the electronics in the dash went crazy. Car was not been able to get in gear or accelerated Company told me they had several issues with this scanner and damaged several cars lately but company refused to stop using scanner. ******** ( ***** and **** ) called their manager and were told to come back next day after they will get someone to look at car. I took a mechanic that evening to look at car and was not able to remove codes. Come back following day and were told they were not going to do anything for me , to call the state to complain about the scanner. They admired to have several issues with this portable scanner and damaged other cars recently but their headquarters didnt not want to address the issue. I was told to get my car out of there ****. I had towed this evening to local ****** dealer for further evaluation. The company valvoline instant oil change needs to be responsible for the damages they caused. I paid over $118 dollars for this services and wants the BBB to investigate

  Business response

  01/20/2023

  We thank this guest for reaching out and are sorry to learn of the issue with their most recent experience at one of our locations.However, we do not have any prior information for this guest. They have not taken the steps to contact us first and allowed us to investigate. We will need a proper claim started before we're able to continue - please reach out to our ************* team at ************************************ include your VIN, and reference CS0237987. If you would prefer calling in, you may do so at ************!

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fraud! "Super fast oil change!!! "While they "super fast" changed my oil, they also sabotaged my battery. I left the store, and at my next stop (in about 40 minutes), the car would not start! The sound it made, when I tried to start my car, was loud "boom"! Scared me so much! If you look at their report, it says "battery check OK". I was stuck on my next stop for hours, because I could not leave and just go buy a new battery, without a car. I was hungry, cold, and and could not pick up my kid, who was also stuck for hours at another spot, waiting for me. As you see, they knew they sabotaged my battery, because shortly after my memorably horrible day due to "battery failure", they sent me email "your battery needs some TLC". How ? How did they know? Unless they are the ones who sabotaged it. Their report says "battery checked OK", about 40 minutes before it died with loud "boom". I am reporting this to Attorney General consumer fraud hotline and Better Business Bureau.Look carefully at all receipts and email I attached here. Dates, times, amounts, etc. You will see the fraud right away.My car has around ****** miles on it, ****** ************** made.

  Business response

  11/29/2022

  We are in receipt of this guests complaint, our records indicate that our ************ team responded to a review you left, and requested further information from you on 10/25. We have still not received a response. We apologize for the frustration you have felt and would be happy to address your concerns further. Our team can be reached by responding to the email or by calling ************ and referencing your claim number CS0116032. 

  Customer response

  11/29/2022

  Complaint: 18372411
  
  I am rejecting this response because:
  

  I received email, and replied to it, twice! And nobody replied back to my responses. The email from Valvoline Oil change office was just a smoke screen, and was not sincere.

  I request their response to my 2 email responses at this time, both of which I copy and paste here:

  ===========

  Re: CS0116032 - #SM574128
  G. B. <*******************>
  Tue 10/25/2022 3:18 PM
  To:
  *************************************** <***************************************>
  ************, leave a message, I will not pick up if I don't know the caller. I will call back
  
  
  From: Customer Care <*****************************************************************>
  Sent: Tuesday, October 25, 2022 2:39 PM
  To: ******************* <*******************>
  Subject: CS0116032 - #SM574128
  
  Hi *****, 
  Thank you for responding to our email request. My name is *****, and I read your review in its entirety. 
  The only other piece of information I need from you would be a good phone number so someone from
  Management can reach out to you. 
  
  
  Regards,
  *****
  Valvoline ************ Coordinator 
  
  Ref:MSG1807828_REtNY3YnY8bzzT9X2l5s

  ====================================

  Re: CS0116032 - #SM574128
  G. B. <*******************>
  Wed 11/2/2022 2:13 PM
  To:
  *************************************** <***************************************>
  *****, nobody contacted me, no attempts to resolve this issue.
  I will proceed to file complaints with Attorney General and Better Business Bureau tomorrow.
  G
  
  
  From: Customer Care <*****************************************************************>
  Sent: Tuesday, October 25, 2022 2:39 PM
  To: ******************* <*******************>
  Subject: CS0116032 - #SM574128
  
  Hi *****, 
  Thank you for responding to our email request. My name is *****, and I read your review in its entirety. 
  The only other piece of information I need from you would be a good phone number so someone from
  Management can reach out to you. 
  
  
  Regards,
  *****
  Valvoline ************ Coordinator 
  
  Ref:MSG1807828_REtNY3YnY8bzzT9X2l5s

  ======================================

  
  Regards,
  
  *********************************

  Business response

  11/30/2022

  We're very sorry, unfortunately we did not receive any response from the guest. This is something our IT team is looking into at the moment. We completely understand the guest's frustrations, we are frustrated for her. We will be escalating the guests concerns to our upper management team, if the guest does not hear back within 2-3 business days - please call our ************* team directly to speak with a member of the stores management team regarding her concerns. That number is ************. 

  Customer response

  11/30/2022

  Complaint: 18372411
  
  I am rejecting this response because:

   

  During this time of electronic communications, it is impossible to claim that my 2 emails were "not received". Somehow, this Better Business Bureau communication is ongoing and is "received". 

  I request that business contacts me by email with suggestion on how to resolve this situation. I do not agree to "call customer team", because after my suggested call, the business will claim that they "tried to resolve the issue" or that "issue is resolved", and I will not have any proof of what actually happened and will be left with no remorse.

  I accept only contact by email with suggestion in writing on how to resolve this situation. I already had communication with business directly before I filed this complaint with BBB, and my attempts to get compensation for their sabotage of my battery lead to nowhere. I have no reason to trust this business and their "on the phone customer care service" anymore.

  Email only. We are in digital age. Email is acceptable form of communication and business for everyone, including government. So should be acceptable for Valvoline Oil Change business.

  Regards,
  
  *********************************

*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. ↩