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.

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  Valvoline Instant Oil Change

  100 Valvoline Way Lexington, KY 40509-2714

  
• 

  Valvoline Instant Oil Change

  3721 Charlestown Road New Albany, IN 47150

  
• 

  Valvoline Instant Oil Change

  2514 Allison Ln Jeffersonville, IN 47130-5948

  
• 

  Valvoline Instant Oil Change

  6110 Shepherdsville Rd Louisville, KY 40228-1024

  
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  Valvoline Instant Oil Change

  3608 Bardstown Rd Louisville, KY 40218

  

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:07/24/2025

  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.

  I visited Valvoline Instant Oil Change (Carmel Mountain, San Diego) on July 18, 2025, for a basic oil change. Without my request, the technician pulled out my air filter, brought it to the driver-side window, told me it didn’t need replacing, and said she would put it back. A few hours later, my car broke down. I had it towed to Nissan of Irvine, where the diagnostic report confirmed the air filter had been reinstalled backwards. This caused debris to enter the engine and MAF sensor, leading to mechanical failure.
  
  The repair cost $929.75, the Valvoline service was $110.70, and I also incurred a $159.50 towing fee (receipt pending). I have a video of the Nissan technician confirming the incorrect installation and sent all evidence to Valvoline. Initially, the store manager, ****** ****, admitted responsibility and encouraged me to allow Valvoline to fix the issue. I declined, as they caused the damage and I no longer trusted their service.
  
  Valvoline’s Client Care team, which only facilitates communication and documentation for franchises, later relayed that the franchise reviewed their internal footage and claimed no fault. This contradicts Nissan’s findings and my documentation. I requested to speak to the regional manager, ****** *****, multiple times, but have still received no response.
  
  ****** **** was condescending and dismissive throughout the process. I’ve attached a full detailed statement and supporting documents. I am open to resolving this if Valvoline reimburses the proven costs I’ve incurred.

  Business Response

  Date: 07/24/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. 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 upper management found no error during service and the DVR footage shows the air filter was put in correctly. Our upper management team holds the final decision regarding claim outcome. We stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************* This claim remains denied, closed, and no further action will be taken.

  Customer Answer

  Date: 07/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Their statement that “no error was found” is directly contradicted by the official diagnostic from the Nissan dealership. The report states:
  “Has no start due to MAFS code. Further inspection found debris in MAFS and air filter is turned backwards, causing all the debris from the dirty side to get sucked into the intake and engine cylinders.”
  
  
  This issue occurred immediately after my service at Valvoline and is clearly a result of the improper installation of the air filter.
  
  
  Valvoline references DVR footage but has not allowed me to view it, nor have they acknowledged the findings of this third-party diagnostic. Simply claiming that the installation was correct does not refute the professional assessment and physical damage found.
  
  
  I have a full written statement and all documentation available. I am also still waiting to be contacted by ****** *****, as promised. No one from Valvoline has followed up with me directly despite multiple requests.
  
  
  I am prepared to escalate this matter further if needed, including filing in small claims court and contacting additional consumer protection agencies.
  
  
  This claim should not be considered resolved or closed.
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ***********

  Business Response

  Date: 07/28/2025

  While we empathize with the guest's situation, as previously stated, our Upper Management Team holds the final decision in the claims process. The Upper Management Team has reviewed the information, and shared their decision for the denial. We firmly stand behind the decision to deny this claim. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************* This claim remains denied, closed, and no further action will be taken.

  Customer Answer

  Date: 07/29/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Valvoline continues to deny responsibility despite clear and documented evidence that their technician improperly reinstalled my air filter. This mistake led to debris being sucked into the intake and engine cylinders, causing significant damage to my vehicle. This was confirmed by a professional diagnostic report that I have already submitted.
  
  
  I brought this issue to Valvoline’s attention immediately and followed every step of their claims process in good faith. Despite that, they have continuously deflected responsibility instead of resolving the matter.
  
  
  They also reference DVR footage in their response, footage they have never shared with me. I highly doubt the footage clearly shows the technician reinstalling the air filter correctly, especially since the air filter compartment is enclosed. Without transparency, and given that they are the ones who caused the damage, it is hard to trust their word.
  
  
  This entire situation has been a nightmare. It has cost me over $1,000 in repairs and towing fees, not to mention the stress and inconvenience of being without my vehicle due to a mistake that should never have happened. What should have been a simple, internally resolved claim has turned into a long, frustrating process because Valvoline is more focused on covering themselves than doing what is right.
  
  
  I have strong documentation supporting that Valvoline’s technician is directly responsible for the damage, and I am confident this will hold up in court if needed. If this is not resolved, I will be taking the franchisee to small claims court. This claim should not be considered closed, as the matter remains unresolved and the damages have not been addressed.
  

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

• Initial Complaint

  Date:07/22/2025

  Type:Service or Repair 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.

  Rear Differential Damaged Due to Incorrect Fluid and Missing Seals - Valvoline Negligence!
  
  On May 15, 2025, I took my 2021 Mazda CX-30 to the Valvoline location in Milford, CT, for an oil change and rear differential fluid replacement. I trusted their technicians to perform the service correctly. However, following the visit, I noticed oil stains on my garage floor. I returned twice more (on June 7 and June 13), and on the third visit, they admitted the wrong differential fluid may have been used and that they did not have the correct fluid for Mazda vehicles in stock.
  
  After continued problems, I took my vehicle to a certified Mazda dealership. The Mazda technician removed the fluid and found metal flakes and evidence of severe internal damage to the rear differential. Mazda confirmed that the seals were missing and the fluid was incorrect, causing internal wear and a leak. They confirmed the damage was due to improper service and performed a temporary repair.
  
  I am requesting compensation for:
  • $195.34 paid at Mazda for the diagnosis and temporary repair;
  • The original amount paid at Valvoline for the differential fluid service (with incorrect fluid);
  • Time lost traveling to Valvoline three times and to Mazda (4 total trips @ $125 = $500);
  • Stress and vehicle usability impacted during this process.
  
  I have all documents, videos, and photos to support this. I want Valvoline to accept responsibility and reimburse me promptly. Their official letter refuses to take accountability, which is unacceptable.

  Business Response

  Date: 07/22/2025

  Our records indicate the guest had a claim with our management team through Customer Care. Our Quality Control Team conducted a comprehensive review of the service. Their findings confirm that the rear differential fluid exchange was performed to company standards, with the correct fluid type and amount installed. No signs of faulty workmanship were identified. Our records also confirm that the rear differential fluid exchange was specifically requested by the guest and was not a recommendation from our team. Axle seals are not removed, serviced, or disturbed during a differential fluid exchange. This service consists solely of removing the differential fill and drain plugs to drain and replace fluid. Additionally, a second technician verifies that both plugs are properly reinstalled and secured as part of our quality control process. Due to these findings, the claim was denied. Management holds the final decision in the claims process, and we stand behind their decision as well. A denial letter was mailed to the guest with further details. No further action will be taken and the claim remains closed.

  Customer Answer

  Date: 07/22/2025

  
  
  Complaint* ********
  
  
  
  I am rejecting this response because:
  
  I strongly disagree with Valvoline’s response.
  
  
  The differential service was recommended by their own technician, not requested by me. During the visit, I noticed the employee seemed insecure and unsure about the process, which already raised red flags.
  
  
  Shortly after the service, I noticed a leak on my garage floor. I returned to the store, and the staff dismissed it as “dirt.” The problem continued. I came back a second time, and during the inspection, I disagreed with their findings. I even overheard the technician asking where the correct Mazda fluid was, and others said they didn’t have it. This proves the wrong fluid was used from the start.
  
  
  Due to ongoing issues, I took the vehicle to Mazda, where they confirmed:
  
  
  Wrong fluid was used;
  Seals were missing;
  The fluid had metal flakes, confirming internal damage caused by incorrect service.
  
  
  
  
  I returned to Valvoline three times, at the request of their management, who told me not to take it anywhere else. Yet, they never truly inspected or fixed the issue.
  
  
  I have videos, photos, and documents proving this. Mazda’s technician clearly linked the damage to improper service by Valvoline.
  
  
  Their denial is based on an internal review, but ignores the Mazda findings and my full evidence. I request this case be reopened, and I seek full compensation for the damage, diagnosis, travel costs, and time lost.
  
  Sincerely,
  
  
  
  ******* ******** ********

  Business Response

  Date: 07/23/2025

  While we empathize with the guest's situation, as previously stated our management team holds the final decision in the claims process. The claim was denied by management due to the previously outlined findings. No further action can be taken and the case remains closed.

• Initial Complaint

  Date:07/21/2025

  Type:Service or Repair 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.

  During a recent inspection and oil change at **** ***** **** ******** ***** ***** ******** ****** ** *****) ***** ********* they documented that my oil pan was stripped. I've only received oil changes from Valvoline in the past year. They stated that they used an EVAC method but will not show me any proof of using this unorthodox method unless I have an attorney request a court order of the footage. My dealership said Valvoline's rushed mistake will cost $1300.

  Business Response

  Date: 07/21/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. 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 the  guest's oil change services with Valvoline have all been evacuated - which means we did not touch the guests drain plug during any of the guests visits.  Our upper management team holds the final decision regarding claim outcome. We stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************. This claim remains denied, closed, and no further action will be taken.

  Customer Answer

  Date: 07/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Valvoline failed to disclose that they used the evacuation method until a month after I had filed my complaint. I do not believe that they are responding truthfully. If this was standard for all of their oil changes, there would be no need for them to even permit me to open a case. If you compare my issues with the ones on their Google reviews, you will see countless others with the same issues. Valvoline never takes responsibility for their mistakes. They conduct investigations by themselves, and deny claims. Also, the evacuation oil change method is not standard in the industry. Customers should be notified ahead of time that they are going to be receiving this inadequate and unorthodox oil change method that does not remove all the oil. Valvoline has been conducting bad service and their BBB rating should reflect that. 
  
  Respectfully,
  
  
  
  ******** ******

• Initial Complaint

  Date:07/18/2025

  Type:Service or Repair 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.

  Transaction 6-30-2025
  Went to have my oil changed and radiator flushed. Upon completing the work after turning on the car the check engine light came on the service mechanic ran a diagnostic on it which when I brought my car into to the bay there was no check engine light on nor had there been one on any time that I have had my car. I heard one of the technicians tell another technician that he had pulled on a wire right here and the technician proceeded to say that no he didn't. So when they did the diagnostics a technician told me the code and cleared it from my car and he said if I had any issues to contact the corporate office Valvoline and to leave the bay that he was done with my car. I was given no receipt of work that was done I got an actual receipt from corporate office. Which I have included in this complaint. I left the bay and parking lot and started having issues with my car shaking which I never did before so as the technician stated for me to call corporate I did. They took down my complaint gave me a case number ********** They reached out to the manager multiple times while I was on hold the same day got no response. They said give them two business days and someone would contact me. I decided to give a few more days for them to respond no calls were received. I called corporate back on July 14th and corporate proceeded to call the manager Miguel and with no response again. All I am looking for is for Valvoline to pay for the fixing of my car to fix the damage that they have done. This is not the first time that I have been to a Valvoline I actually have had multiple cars oil changed and have a very great outcomes which is why I am a return customer. But this service and the damaging of my vehicle is uncalled for and it needs to be fixed.

  Business Response

  Date: 07/18/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we’re sorry to hear about any issues the guest has experienced with their vehicle. Our records show the guest currently has a pending claim being investigated by our management team. Unfortunately, we are unable to provide further information as claims are with our Customer Care team. We recommend that the guest contact our Customer Care team directly at ************ and request to be connected with management for further assistance. 
  
  Please advise the guest that no further action can be taken via BBB regarding claims, as all claim communication is through our Customer Care team only. 

  Customer Answer

  Date: 07/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Valvoline has been in trying to get in contact with the manager themselves and no one has responded. At this point who is left for them to handle this situation. I have been patiently waiting for someone to respond and there has been no resolution. Valvoline has all my information, and they can also reach out to me as I have been reaching out to them. All I want is for them to fix their mistake and take responsibility for the actions that their technicians did. 
  
  
  
  Sincerely,
  
  
  
  ********** ********

  Business Response

  Date: 07/23/2025

  Hello,
  We thank the guest for
  reaching back out to Valvoline, and we’re sorry to hear about the lack of
  communication the guest has received regarding their claim. We’ve forwarded
  this information to our Customer Care team as well as the management team of
  the location requesting an urgent callback. If the guest does not receive a
  call within 48 business hours (1-3 days), we recommend that the guest contact
  our Customer Care team to further escalate the claim.
  

  Please advise the guest that no further action can be taken
  via BBB regarding claims, as all claim communication is through our Customer
  Care team only. Our Customer Care team can be contacted at ************ or via live
  chat at ******************************** 

  Customer Answer

  Date: 07/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Although Valvoline did call me on July 23rd. They insisted that I take my car back to their shop to try to fix the problem. The person I spoke to Aaron had said that my car is misfiring which not sure how he can tell if he has not seen my car. He then said that the tech had pulled my oil pan plug which yes they might have but another tech said that he also pulled on wires. So which is it the oil pan plug, the wires both. I was also instructed that the techs tell the customers that they should call corporate if there are any issues. Why would you instruct your techs to call corporate wouldn't a company want to resolve an issue before it gets to corporate management? In the end result I see that this company is refusing to right it's wrong doing or to even consider owning up to their mistakes. I proceeded to then let Aaron know that I will not be taking my car back to a place where the problems started and where there techs are unprofessional by telling people to leave the bay with out proper explanation with out giving any type of receipt also with out adding any notes in a section where there could be things wrong with the vehicle.  
  
  
  
  Sincerely,
  
  
  
  ********** ********

• Initial Complaint

  Date:07/18/2025

  Type:Service or Repair 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.

  spoke with ****** on July 11th regarding improperly secured oil filter after a service done by them in my engine, causing a leak, which a mechanic discovered after I dropped my car off on thursday July 10th. I get all my oil services done only by this buisness. The last service I got was in sept of 2024. They used the old oil filter gasket instead of the new one that comes with the oil filter kit. My mechanic said he noticed they used the old one because the new one is different and he took pictures for me.
  ****** was supposed to open up a claim for me on friday July 11th and told me to call back on monday july 14th to check in on it.
  Checked in on monday, no claim was made, so i made the claim with valvoline customer care. I was also spoke with elizabeth who works at this branch and said an internal investigation would be done so they could pull up camera footage from the repair and come to a resolution. I was given a case number. Of course today the 17th of july I called and they told me they could not find the video footage, and this means the claim will be denied. I feel this is unfair because they cause damage to my vehicle through negligence when doing a rountine oil change, which cause further damage, and even with proof they are denying my claim. I gave them my mechanics phone number to speak with them about this issue and of course they never did. I sent them an email today with pictures of the oil filter gasket, my invoice from the mechanic, and I appealed the claim.

  Business Response

  Date: 07/18/2025

  Hello,
  We thank the guest for reaching out to Valvoline, and we’re sorry to hear about any issues the guest has experienced with their vehicle. Our records show our management team stated after their investigation, due to the service being almost 1 year ago, the issues the guest is experiencing are not related to the service at Valvoline on 8/9/24. Our management team stated that had there been issues with the oil filter/o ring the issues would have presented directly after service. Our management team has denied the claim, and we stand behind our management team’s decision. 
  
  Please advise the guest that no further action can be taken via BBB regarding purchased services, as all service communication is through our Customer Care team only. If the guest has further questions or concerns, please advise the guest to contact our Customer Care team directly at ************* 

• Initial Complaint

  Date:07/17/2025

  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.

  On 7/3/25 I came in for a regular oil change at the ******** **** Bowling Green, KY location. After driving my car for 25 miles, my car started making very funny noises and the check engine and oil light came on. I immediately pulled over and upon inspection of the undercarriage found that there was a massive oil leak. Since this was discovered after the store was closed we had to wait till July 5 to talk to **** the manager. After she reviewed video footage she could visibly see oil leaking after the change and there was an oil trail after I exited. She did research and said that they may have warped a plastic part during the change and would need to order a new oil filter cap. The replacement part was received and installed on 7/8. It was also noted that crankshaft sensors 1&2 had issue. **** agreed that we should have it inspected by ******** **********. ******** did put a scope in but stated that they were unable to determine if damage has occurred because it appeared that the engine had been flushed clean. ******** did inform us and Valvoline the ONLY way to be sure that there is no engine damage is to take apart to top of the engine. ******** sent over the estimate for $1800, valvoline denied the claim and stated the car was ready for pick up. The mechanic your company sent us too says more work is needed to check but you reject the claim. My husband and I are not trying to get more than is owed to us. I think we all can agree this situation was caused by negligence of your company. I completely understand that mistakes happen but it is how a business handles them that defines them. All we are asking is that Valvoline approve this inspection. My husband has been told multiple times that ****** *area manger) would be contacting him but his has yet to ever receive a call and now they are saying she doesn’t have to call because the claim is closed? She never once spoke with us to even explain her reasoning for denying what the mechanic she sent us to recommends.

  Business Response

  Date: 07/20/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. 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 the oil cap was replaced and a mechanic inspected the vehicle assuring it was operational. Our upper management team holds the final decision regarding claim outcome. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************. This claim remains denied, closed, and no further action will be taken.

• Initial Complaint

  Date:07/17/2025

  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.

  On 7/13/25 I took my Nissan Titan XD to the Gallatin TN Nashville Pike location for an oil change. The team members spilled engine oil all over the passenger side of the engine bay, resulting in engine oil spraying all over the frame and other areas of the underside of my truck. I called the VIOC customer service team, spoke with **** ************ then took my truck back tot he location. They wiped off some of the oil, left hand prints on the fenders and hood, and over torqued the bolts for the splash shield. Oil is continuing to drip from under the truck and I was told that the Area Manager ****** ******* would call within 2 days. Two days pass, and no call, but VIOS customer care says that Ashely has closed the claim- without any contact with me. Emails to VIOS corporate, Operations, Market leaders and area managers go unreturned and un replied to. I have missed two days of work and am left with no compensation for their substandard work that resulted in a return trip, a filthy and oily truck and multiple oily hand prints from their team members. The actions of the team member as well as the lack of actions from the management, shows utter contempt for the customer and in no way adheres to the posted mission statement of Valvoline. "Be fair and honest with employees and customers" or "but are really in the business of taking care of people." Taking care of people would be returning calls and emails & fixing things that your team damaged!

  Business Response

  Date: 07/17/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Currently this guests claim is still pending and under investigation, which means we will not disclose the information of the pending claim here. If the guest would like to check the status of the claim please reach out to our Customer Care team by calling ************. We want to advise this guest no action can be taken via the BBB. Our Customer Care team will be happy to assist.

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair 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.

  Unnecessary engine anti-freeze replacement. My wife arrived on 7-9-2025 to have the engine oil replaced. Tech (***** said our truck, 2023 Ford F-150 with 34,000 miles had bad anti-freeze. He talked her into having the anti-freeze replaced.
  
  Our truck is covered by warranty. Ford stated our original anti-freeze is under warranty for 5 years or 100,000 miles.
  
  I expect a refund of $129.99 plus tax.

  Business Response

  Date: 07/16/2025

  We are sorry for the frustration felt by the guest. With that said, we do NOT have a claim in our system with the guests name. In order for us to properly investigate, we will need a claim started by calling our Customer Care team at ************. We will be closing this BBB claim, in order for the proper claim to be made and investigated. No further action will be made on this BBB complaint. Again, please reach out to our Customer Care team.

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 an oil change at Valvoline location on Hamilton Ave ******* * **** ******** **** on January 2, 2025. The oil filter housing cap was not replaced correctly. As a result, oil leaked all over my driveway, and I had to take my vehicle to another mechanic to have the issue fixed. Additionally, I had to park on the street and clean up the oil from my driveway.
  
  I communicated this to Valvoline Customer Care on February 13, 2025, and sent the following items per their request on March 2, 2025: Valvoline receipt, receipt from my mechanic, filter cap/O-ring installation sheet (provided by my mechanic), image of oil filter cap with O-ring installed into incorrect groove and 2 Images of driveway after oil leak.
  
  After not hearing back from them, I followed up via email on March 21, 2025. After not hearing anything I followed up again on May 5, 2025. They replied same day confirming receipt of documentation.
  
  After not hearing back I followed up on June 30, 2025 and recieved an email reply same day saying they are sorry the issue has not been resolved and then another reply on July 1, 2025 asking me to resend an item because they could not open it. I sent the item within 5 minutes.
  
  It is July 14, 2025 and I have not heard anything since.

  Business Response

  Date: 07/14/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Currently this guests claim is on hold - we've reached out to the guest multiple times on a recorded line to request further information. The last date was 7/03/25, our Customer Care team left a message on a recorded line. We never heard back from the guest so we put the claim on hold until he reached out. We have further questions and would like to discuss this with the guest via phone call at ************. We want to advise this guest no action can be taken via the BBB. Our Customer Care team will be happy to assist. Claim number: *********

  Customer Answer

  Date: 07/16/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ***** *** 

  
  

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• Initial Complaint

  Date:07/11/2025

  Type:Service or Repair 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.

  On 7/6/25, I received an oil change at Valvoline Instant Oil Change (Mission, KS – 5966 Barkley St). The technician improperly installed the oil filter cap and damaged the O-ring, causing severe oil leakage throughout my engine bay and undercarriage. My check engine and oil lights came on shortly after, and I discovered a large pool of oil under my vehicle. The same technician also broke my hood latch.
  
  I had to tow my Jeep to Don Freely Auto Clinic, where the issue was confirmed to be the result of improper service. Valvoline acknowledged fault and paid the $189.07 mechanic invoice directly. They also agreed to reimburse me for the oil change refund ($92.37), Lyft ride ($16.32), towing ($21), and $50 toward engine cleaning — totaling $179.69.
  
  However, Valvoline refuses to fully reimburse me for the $170 detailing estimate from Aura Detail, which includes engine bay and undercarriage cleaning, as recommended by my mechanic. They claim the job should cost only $50, despite updated quotes from two shops stating otherwise. They’ve also declined to offer any compensation for the extensive time, stress, and disruption this incident has caused — including multiple calls, repair coordination, and continued follow-up.
  
  I am requesting:
  
  Full reimbursement for the $170 engine bay and undercarriage cleaning
  
  Acknowledgment of Valvoline’s responsibility
  
  Fair resolution without further escalation
  
  Despite the damage being caused entirely by their technician, Valvoline refuses to fully cover the cost of properly fixing it.

  Business Response

  Date: 07/13/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Currently this guests claim is still pending and under investigation, which means we will not disclose the information of the pending claim here. If the guest would like to check the status of the claim please reach out to our Customer Care team by calling ************. We want to advise this guest no action can be taken via the BBB. Our Customer Care team will be happy to assist.