Complaints

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:01/24/2024

  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.

  Took my car into the shop for a basic oil change left and noticed a huge oil leak from the car turned around called the shop was told to drive back to the shop for them to fix the issue car had no oil in it so started to knock and smoke horribly the employee stated that they are cutting the gaskets to small causing issues since this my car has had a notable knocking sound made a claim with them that they declined stating that the car had no knock or smoke or any issues when driving it back into the shop I have video evidence that it was.

  Business Response

  Date: 02/05/2024

  Unfortunately, we will have to deny Lukes Claim. We are not willing to pay for a diagnostics due to a full investigation being done. We have audio and video surveillance that were reviewed by the DM. There was no oil leak prior to **** leaving. Procedure was followed correctly the entire time. We do not shorten our plugs or the gaskets at valvoline. We buy them from a vendor and we use them as they come.**** is more than willing to come to the DMs office and review surveillance and paper documentation.
  I would be willing to refund his oil change out of a good will gesture.

• Initial Complaint

  Date:01/12/2024

  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.

  I got my oil changed at Valvoline on Thursday morning 1/11. My invoice is timed at 10:18 am. At 10:27, 9 minutes after leaving, as I was driving away, the hood of my car flew open and smashed my windshield. Luckily, I was able to pull over safely without injuring myself or anyone else. This could have been an extremely dangerous situation as I could not see at all with the hood against the windshield. Clearly the hood was not closed and latched properly after the oil was changed as this has never been an issue with my car before. Valvoline is denying any fault.

  Business Response

  Date: 01/24/2024

  Good morning this is ***************************** Manager from Valvoline Instant Oil Change at *************************************************************** there was a full investigation done on the day that ***** came in to get her oil change, due to the evidence, her claim was denied which. ***** is now making a claim under her insurance. Due to a vehicle malfunction. We have video and audio of the person working on her car lift up on her hood multiple times to make sure it was closed prior to her leaving the facility, she called back about 15 20 minutes later stating that her hood had popped open and smashed her windshield. I had advised her to get a tow truck and have it towed to the facility until the investigation was over and to get a rental that I would pay for. I reimbursed her the money for the rental that she had got I did not pay for a tow truck because her boyfriend drove the car to the facility even though she said it was in non-driving conditions She had her insurance pick up the vehicle from Our location and they are currently working on it.

  Customer Answer

  Date: 01/25/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21138371
  
  I am rejecting this response because:

  Valvoline needs to reimburse me for this, for the rental car and my insurance deductible. This incident happened less than 5 minutes after I drove away from the Valvoline. We have photo evidence of where it happened, and it was less than 3 miles from the Valvoline. This was negligence by Valvoline, not a malfunction. The odds of the vehicle malfunctioning completely independently, less than 5 minutes after it was worked on by Valvoline, are zero, especially when it has never happened before I took my car to Valvoline.

  When I called originally after the incident, Valvoline admitted wrongdoing, told us to bring the car back to the location, and said theyd pay to repair it. After multiple hours, Valvoline called back and said the company would not cover the costs of the repair. The manager said there is allegedly security footage, which she has not shared with us. I have no idea what the security footage shows. 

  
  Valvoline has not reimbursed anything for the rental car, which the manager stated multiple times that she would. She did not state that there were any limitations on rental reimbursement. I rented the cheapest vehicle available from the closest rental car place. The one day of rental car usage was $98. I have not received any reimbursement for this.

  I am asking for the $98 for the rental car reimbursement as promised by the manager, as well as reimbursement for the deductible I had to pay which was $500. Considering the damage caused by Valvoline was almost $3,000, $598 is more than a fair deal and one we are willing to accept to avoid legal action.

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

  
  

  Business Response

  Date: 02/01/2024

  I understand that the circumstances can be frustrating. Unfortunately, we will not be reimbursing for the 500 deductible. According to our evidence, everything was done properly by the technician. ***** was reimbursed for the rental. She told us that it was $84.99 a day , which has already been reimbursed. ***** was informed that if evidence proved that the technician closed her hood and pulled up on it, her claim would be denied. We are not responsible for a vehicle malfunctions. I sent her pictures of the technician pulling up on the hood. She was able to look at surveillance if she wanted to at the DMs office . After I had called ***** to see when she was picking up the vehicle, she told me the insurance would be stopping by to do an investigation. The vehicle was picked up, but no investigation was done. They didnt ask to view surveillance, or to see any pictures. I have reached out to ***** afterwards and did not get a Response. if ***** would like to come out and review Surveillance with the DM, she is more than welcome to.

• Initial Complaint

  Date:09/12/2023

  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 June 11 I went to the Valvoline location on ********* *** in Hershey Pa to get a regular full synthetic oil change. After 4k miles and no warning from the car that oil change was needed and the employee suggested to return within 7,500 miles for my next oil change. After my car breaking down on the side of the road and being towed to my mechanic it turns out that my car had almost no oil and the oil it did have was absurdly dirty. I contacted Valvoline because this was the first time I had my oil changed here and no my engine needs replaced. I filled a claim on 9.6.23 by 9.7.23 my claim was denied. I was notified on 9.7.23 that they would need my mechanics info to inspect the car. On 9.8.23 ******* called and said my claim was denied and that I told my mechanics to lie to her and tell her their was no oil in the car. After confirming with my mechanic that this conversation never took place I called to reopen my claim. Turns out that their is no way to reopen claims, they get sent to the area manager and they do not have to call us back if we do not want to. I than confirmed with 2 customer service employees, ****** and *****, that my claim was entered 9.6.23 and denied 9.7.23 prior to my vehicle being inspected on 9.8.23. After brining this up to the customer careline they said they will not send Evan the are manager another email with my concerns. In addition, I was told to get copy of my claim notes or a claim denial letter i would have to subpoena the company. I now have to spend 5300$ on a new engine. My supporting documents are not with me but I do have documents to submit.

  Business Response

  Date: 09/14/2023

  ******************* claim was denied after talking to her mechanic at ***** Automotive who stated he oil level was still in the crosshatch section of the dispstick.  This indicates that there was sufficient enough oil in the vehicle to continue running, however, there was an internal engine failure that could not have been caught or addressed by simply changing the oil on June 11th.  In addition to that, our window stickers automatically print up for a reminder for our customers to come back within 3,000 miles.  **** ***** drove a total of 4,668 miles without incident and she was 1,668 miles overdue for her oil change when her vehicle broke down.  In speaking to ***** Automotive, they stated that the oil drain plug and filter were both tight and not leaking at all.  Nates auto also stated that **** *****'s issue didn't have anything to do with the oil change that was completed on June 11th, 2023 as she had an internal engine failure.  I will be sending out a denial letter to **** ***** within the next week.
  Sincerely,
  **** - Valvoline Instant Oil Change