Complaints

This profile includes complaints for Valvoline Instant Oil Change's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Valvoline Instant Oil Change has 1334 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Valvoline Instant Oil Change

  100 Valvoline Way Lexington, KY 40509-2714

• 

  Valvoline Instant Oil Change

  3499 Blazer Parkway Lexington, KY 40509

• 

  Valvoline Instant Oil Change

  1861 Gardner Lane NE Corydon, IN 47112

• 

  Valvoline Instant Oil Change

  2648 Charlestown Rd New Albany, IN 47150

• 

  Valvoline Instant Oil Change

  3912 7th Street Rd Shively, KY 40216-4104

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wednesday May 4, 2022: 2016 ******** **** **** taken to Valvoline for 3,000 mile oil change where we previously have our oil changes on vehicle. $100 oil change The tip of dip stick was broken on off but in place (during previous visit this was broken off by Valvoline associate, records will validate vehicle in local Valvoline locations servicing this vehicle), they proceeded to change oil. Upon final steps they placed dip stick back into place as they pushed it down it fell to bottom of oil pan. Their team invested over 3-hours trying to retrieve dip stick but unsuccessful and directed me to visit ******** service department to remove. ****, manager, proceeded to file internal Valvoline service complaint ensuring any out of pocket ******** service cost would be covered by Valvoline. Friday May 6, 2022 followed up with ******, Area Manager, where he informed me this wouldn't be covered by Valvoline as dip stick was broken prior to bringing in for oil change. Shared with ****** this is only place that has conducted oil changes on ********. Per ****** since this was broken prior they won't be paying for expense to retrieve by ********. ******** service department invoice $1,325.00 We would like Valvoline to reimburse us $1,325.00

  Business Response

  Date: 05/16/2022

  We are in receipt of the guest's BBB complaint. Our records indicate that a claim was started on the guest's behalf and investigated by our management team. The investigation found that the video footage from service shows that the dipstick was broken on arrival. The claim is denied and remains closed based on this investigation. No further action will be taken.

• Initial Complaint

  Date:05/04/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my vehicle serviced by the location on Robert Street in Minnesota and up my visit my vehicle had no issues during my visit it seemed the where having troubles with the oil change when I asked the **** nothing was wrong I then heard I got it and then was told I needed to bring my van in to be serviced because my drain plug was stripped so I drove my vehicle home and the short distance it lost 2 quarts oil so we call them to inform them of the situation when the store manager came out to look at the vehicle and then stated that he couldnt find the right plug sonhe had installed a larger plug and to go ahead bring it in get it fixed and let them know when we got it it fixed then give them the invoice then it was a run around about how they felt as they were being scamed and that there only gonna cover half the invoice even though he admitted to us that he installed a larger drain plug into the vehicle

  Business Response

  Date: 05/17/2022

  Business Response /* (1000, 5, 2022/05/04) */ We are in receipt of this guests complaint, our records indicate that our Store Manager did look at the vehicle after the initial complaint and advised this guest to take it to a repair facility and contact the Store Manager before repairs were completed for approval as per Valvoline's policy. This policy is listed on page 2 of the guests invoice, or the back of the invoice if the copy is printed. The guest then continued and had the vehicle repaired before letting the Store Manager review the repairs that were to be completed and approve them. Both the Store Manager and Customer care did explain to this guest that a drain plug is a normal wear and tear item and those do have to be replaced after some time. The Store Manager along with the Upper Management team have determined that they would cover half of the invoice total due to the fact that the repairs were completed without approval from the Store Manager. Additionally, this amount is based on information provided for repair costs from other facilities provided to the Store Manager during his investigation. This decision is final, and no further action will be taken. Consumer Response /* (3000, 7, 2022/05/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The store manager never said he had to be informed before the car was to be worked on only stated to bring it in and get it done and the store manager openly admitted to placing a larger drain plug I to the oil pan WITHOUT even consulting us about before hand only after he had done did he even say anything about it and further more if it's normal wear and tear why has valvoline never said anything prior to this date because they service the vehicle since purchased and the invoice there were pieces upon removal that broke and had to be replaced Business Response /* (4000, 9, 2022/05/09) */ As previously stated, our management team has agreed to pay for half of the invoice total. Valvoline's policy listed on all invoices says, "If repairs are required, you must contact Valvoline Instant oil change prior to any repairs taking place. We will not be responsible for repairs not authorized by our company". The management team's decision is final. Our Area Manager is an agreement with this decision and is the highest contact and final decision in our claims process. No further action will be taken. Consumer Response /* (4200, 11, 2022/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) When someone says to just get it done to me that is approval of the work to be completed especially seeing the direct conversation during this was talk of if the couldn't retap the pan and it does have to be replaced and I quote yeah we take care of it just get it done so unless I'm mistaken to me that is a go do it but then you want to complain because they attempted to do what you asked and when was unable to because of your employee I'm expected to cover that cost nice way of doing things

• Initial Complaint

  Date:05/03/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, my name is ***** ********. I am writing this letter regarding the 2014 ***** ********** taken for service on 04/27/2022. I initially took my car for an oil change which Didn't go well. *** originally stated that the coolant tank had an air bubble which led to my car overheating. *** denied the fact that his employees messed up my car by saying it overheated because of an air bubble that got created from pouring the coolant (which His coworkers operated)". When I told ***, I overheard his employee say that "matt didn't put the coolant cap back on the right way" *** then proceeded to say that "he Didn't know that." then proceeded to call his manager. **** manager was at the store upon my arrival to get my oil change. Once my car started overheating, **** manager was nowhere to be found, which makes it seem like he didn't want to be held accountable for the damages to my car. I was told that someone would be reaching out to me, but no one has been in contact with me until today. I have pictures and videos of my car getting towed from the Valvoline where this event took place to ******** tires, ******* Today a manager named ****** called me on a recorded line and stated she was told by her higher-ups that the hose leaked before getting it serviced, which is false because my car was working perfectly fine before taking it to get an oil change. When the employees checked my car for inspection upon arrival, nothing was brought up about my hose having a Leak, and it passed the examination just fine for them to work on my vehicle. **** did not put my coolant cap back on the right way, which led to my car overheating and giving problems. When I left work On the 27th, At 1 pm, my car was perfectly fine and operating. It didn't give me problems until I took it To get serviced at the Valvoline on 1255 Altomonte Dr 32701. Today the manager, ******* said that they are submitting my claim. For another review, that corporate has to review the footage again.

  Business Response

  Date: 05/17/2022

  Business Response /* (1000, 5, 2022/05/04) */ We are in receipt of this guests complaint, our records indicate that the store management has determined this guests claim is denied based on the investigation showing that our service center performed the service correctly during this guests visit. During this guests conversation with the Area Manager they advised that the denial remains unless a mechanic determines that it is related to services received at our facility. If this guest has additional information for our team related to this claim we do ask that this guest calls Customer Care Directly at 800-327-8242.