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:07/23/2024

  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 use the valvoline in trexlertown pa for all of my oil changes. Ever since I bought my 2010 explorer 2 years ago.I went to monro for an oil change because I had a Groupon.When they lifted my car to drain the pan the oil plug had resistance to come out.The plug itself was stripped and I ended up having to buy a whole new oil pan plus labor for the ordeal.I let valvoline know about this situation because they are the only ones in the last 2 years to touch my oil. They denied anything like that would of happened because of them, they match the plugs perfectly to the recommended type and model, If it was them it would of been leaking fluid.The plug was in yhere to tight there was no way to leak anything. ***** had to forcefully take it out.I ended up spending 380$ on this ordeal when I just should of paid 22 for the oil.Valvoline rook no responsibility over it and blamed it on the age of the car and inconsistent oil changes when they are the only ones who touch my oil.Monro put in the service notes about it being the wrong plug. All this info and documents were given to valvoline which they disregarded.

  Business Response

  Date: 09/13/2024

  The customer had the oil ********************** at our business on 1/19/24. When the vehicle left our care, custody, and control, it left with no issues or leaks reported from the guest. The vehicle was not in our possession when we were notified of the issue. We were not able to confirm the damage because the vehicle was already worked on by a third party. There was not an issue after our service, but then there was an issue when the vehicle was in the possession of another business. Typically, if the oil pan was damaged in our possession, the customer would have experienced leaks. Additionally, we use limited torque wrenches when installing drain plugs to prevent overtightening from happening. As a good will gesture, the customer is being sent a complimentary synthetic oil change coupon valued around $100 to help offset the repair cost because the customer has been a great customer for years.

   

   

  ************

  District Manager

  Valvoline Instant Oil Change

  Customer Answer

  Date: 09/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  
  

• Initial Complaint

  Date:04/04/2023

  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.

  I had my car in for an oil change on 6 March. Car had no problems just needed an oil change. I paid 150$ for oil change and air filters. Employee had trouble reinserting oil plug and said it may drip a little. I left the shop and drove 3 miles home. As soon as I parked the car leaked all oil onto the driveway. I had the car towed to a mechanic who replaced the oil pan. His diagnosis was that the Valvoline shop had tried to over tighten the drain plug and cracked the oil pan. 480$ in damage plus 180$ for a rental car. The company claims my pan was rusty and it was my fault. I had the old oil pan returned to me from the mechanic. No rust and it shows where the oil change had damaged the pan. Valvoline denied my claim immediately. I took a good car into the shop and left with a car that was ruined.

  Business Response

  Date: 05/04/2023

  The customer had the oil change at our business on 3/6/23. There were complications to the oil pan which can be caused by many different factors since an oil pan is a wear part with a drain plug being taken in and out constantly over the years. In the customers complaint to the BBB, it states that the mechanic diagnosed the issue was caused by Valvoline over tightening the drain plug. This is false because we use limited torque wrenches when installing drain plugs to prevent overtightening from happening.
  
  My only offer as a good will gesture would be to give the customer $152.98. The dollar amount is based on the following: the oil pan cost $41.49, oil pan gasket $11.49, and $100 for labor since this only takes 1.4 hours or less to replace according to the manufacturer data base. 
  
  Sincerely,
  
  Evan S
  District Manager