Complain about a product or service

Valvoline

Guy of New Hampton NY (06/30/08)
Had AC service performed. Was informed AFTER service was done about no gaurantee of AC service. AC worked for 3 minutes. Was basically told I was out-of-luck. Manager did not seem to be worried about customer satisfaction. Paid $109 for 3 minutes of AC!

Nefertiti of Bronx NY (04/13/08)
On 1/25/08 I went to Valvoline instant oil change for a routine oil change. During the visit of course I was told that many things in my car needed to be changed for example the cabin air filter and minor things that add up and give Valvoline more money. I left and 2 weeks later noticed that my car wasn't running smoothly and brought the car to my mechanic only to find out whomever did my last oil change (Valvoline) didn't screw in the cap correctly causing oil to leak from my car which caused not only a terrible sound but a knocking sound that my engine now makes. I tried to Contact Valvoline customer service and the agents were very nasty to me and did not contact me right away in fact they have resolved this issue after 2 months deciding that it was not their fault that my engine has a knocking sound. They will not pay for anything because what happened to my car wouldn't cause any damange so they say. I will never go to Valvoline nor will I suggest anyone else to go to Valvoline.

I haven't gotten my car fixed as of yet because I knew they would want to see the car but I will now and I am taking this to the better business bureau.

Dave of Glyndon MN (03/22/08)
I took my 1998 Stratus to VIOC in December to get an oil change. Today I went to a different company to have my 3K, 3mos. change and they told me the oil filter adapter (piece that the filter screws onto was crossthreaded the last time it was changed and they cannot put a new one on.

The mgr. of VIOC was out, but the technician seemed to care very little that I have no car and to wait until Monday. I have my receipt, the filter and pictures of the adapter which clearly show it was forced on and is stripped. I am hopeful this will be resolved quickly by Valvoline Instant, however the part was not in stock at my local Dodge dealer and will be at least 3 days before it arrives.

My car is currently stuck in the parking lot of the oil change facility (not VIOC). I can not drive it as there is no oil filter. The adapter is $81.00 plus my hassle of being without a car for at least 3 days and likely more. I will report my final resolution next week. To be continued...

Steven of Chattanooga TN (03/15/08)
Took my 1995 Chevy Tahoe in for an oil change, paid for the maxlife oil. Got home to see if in fact they had done the job that was paid for. Mind you have been a mechanic for over 20 years. Marked the old filter with a scratch on end and got under it and run finger through old oil and dirt. Well get home checked everything and dirty oil in crank case and same old filter, with the exception the it looks like some one took a quart of oil and slung it all over the underside.

Tracey of Georgetown KY (03/12/08)
Don't trust Valvoline Instant Oil's word! They claim to top off fluids, check air pressure etc. They obviously appear to be doing their work but in fact, they are NOT! My case goes back a couple months ago. My car had NO antifreeze after we left the store. My engine light came on and my heater stopped working. I rarely drive my car so I am hoping it won't have any issues because of not having any antifreeze but it could have been avoided had they simply done their job. My Fiance had his oil changed a few weeks ago before a long trip we took and right after leaving Valvoline we had to put air in one tire and buy some wind shield washer fluid. This is upsetting to think, you put trust in them to actually just do their job and they can't even do that. I have been told many times by many people (mostly mechanics) that these places hire kids who just don't care and the end result is a huge headache, law suit, huge bills, etc. for many people. From now on my car will never be looked at by a stranger not even for a simple oil change, it just is NOT worth it and everyone should do the same!

Who knows what my damage is now? My engine light is still on. I suppose I will have to have to code cleared, which will cost and I just hope since the car seems okay that the engine isn't cracked but it did go unknown for a couple days and it happened to be below freezing temperatures. The stress I've gone through is HUGE!

Lori of Thousand Oaks CA (03/03/08)
On Friday, February 29, 2008, I went to the Thousand Oaks Valvoline Instant Oil Change to have a oil/lube service done on my 2004 Chevrolet Suburban. I was asked about regular oil or synthetic oil; I chose regular oil. I was then told about the transmission fluid, and about changing it; I declined. Then I was told about the fuel filter, and that's especially recommended on Suburbans; I declined. Then I was shown my air filter, which was dirty, and I agreed to this replacement for $20. Then I was asked about my wipers, I said yes they do need replacement. (I wasn't given a price on that). After the service was done, the guy under the hood asked me start the car. At about the same time I noticed my clock flashed to 12:00 and my CD changer was making noises. I was thinking that was very strange, then went to start my car. It only clicked and would not start. I said, "Well, you must have done something. He said, "No ma'am, I didn't do anything."

Then I felt very upset and very suspicious of the service here. The guy under the hood says I need to replace my battery. I said, I find it very coincidental I come in here for a oil/lube and need a battery! The guy said, "Oh ma'am, this has happened before, it's a 4 year old battery, and it needs to be replaced. He was telling me some story about batteries, like I am some idiot that just got her first car. I told him I have had several cars, and bought several batteries in my life, and I'm not buying it that my battery just died! I said I'd buy a new battery, but I will take my old one with me, and have it checked by my battery guy because I don't believe there is a problem with it. Then the two guys looked at each other, and another guy said, "Well, we cannot do that, we need the core". I said I'd bring it back, once I get my second opinion. Then another guy (presumably a manager) asked, "Jump the car?" I said, yes, perfect jump the car, and forget the wipers, I'm outta here!

So I went home, met my husband there, turned the car off, and he inspected the car. Then restarted the car, and it started without a problem. I called my battery guy, went there and he tested the battery. He confirmed that the battery is in good condition, with correct cranking amps; it does not need replacement. He also checked my alternator, and it is fine. Here it is Monday, March 03, 2008, and still my car starts, no battery problem, no clock resetting to 12:00. It's unfortunate that the staff at this Valvoline went this far to commit fraud to make more money! Fortunately, I didn't fall for it, but I do feel sorry for all the people who do! This is a very poor practice! I'm so upset about this incident; it was so unnecessary!!

I wasn't out any money, thank goodness, because I have enough sense I did not fall for it. But I cannot tell you how upsetting it was and how fired up I was to think they were trying to take advantage and make extra money. I said yes to the filter, I said yes to the wipers, but the greed pushed them to disconnect my battery to get me to buy a new one!

Bernadette of Liverpool NY (02/25/08)
Last year my son (new driver) took the car for his first oil change. I always use this same Valvoline store. The employees there talked him into everything - new wipers, better oil and more. The bill came to $150.00. I was furious when he arrived home. I called and made a complaint  and they told me to come back for refund.

We have been out for state for 9 months, then sent him back for service again last week and the same kid made comments about does your mother know you are here. Very unnecessary and rude.  We have 4 cars and I will never go back there.  They need to hire people that are not sarcastic and rude.  They have lost a customer plus all my friends.  Not the way to run a business.

Ben of Goshen OH (02/10/08)
My 2006 GMC starting leaking oil in my garage. I had a mechanic look under my truck and he showed me the filter was loose and oil was leaking because the filter had never been tightened. My check oil light keep coming on prior. My truck was not due till 3/08 for another oil change. The Mechanic tightened the filter and added the necessary oil. My truck has oil blown all under it, AND THE GARAGE IS A MESS. I called the manager the of the place I had my last Oil Change with no results. I called him about four times and he kept telling me he was waiting for the info on my vehicle to fax to him, at no time did he return a call to me and I know now he been dodging the facts. as of today he has never returned my call. I want someone to contact me and make this right. I am very disappointed someone has not called me, I at least expect that.

I have to have the under side of my truck cleaned due to the oil blow and must clean the mess in my garage and I need a oil change now.

Devron of Milwaukee WI (01/04/08)
I took my 1991 Chevrolet Caprice to get a belt added. They began taking my belt off, and the belt wouldn't come off. They then began to force the belt off, stretching the belt. The belt couldn't come off, they said, because something was too close. They then said the tension spring wasn't lined up properly. So they said they would only cover half the charge of getting a new spring. The belt was on fine before I got there and just needed to be replaced. The problem occurred after my belt was attempted to be removed. So I had to leave my car until closing time. They then called later and said the problem wasn't the spring; it was something else wrong with the car causing the belt to not fit on properly. But the belt was on fine prior, and the car ran before I got there. Their service was terrible.

I began to get stressed out. I was told that I would be in only 10 minutes, and it turned into an overnight problem. I couldn't make my part-time job appointment which pays about $14,000 a year. I was late to my full- time job by 20 minutes which pays $43,000 a year and plus a matching 401k at 6%. I was stressed I could have lost both jobs. I missed my status meeting at my full time job which is critical in the engineering department I work in. I was threatened to be fired by my part time job for a meeting that was only about 20 minutes. I was stressed that I couldn't get a ride to work. I paid one of the worker $30 to drive me to my job. I quit smoking but started back smoking in fear of losing my job. I have yet to hear the status of my car because their phones were busy all day.

Quonisha of St Louis MO (11/26/07)
I took my car into Valvoline for an oil change and to change the coolant. After they did all that, they asked me to start the car. The car did not start, and the battery began to die out. They offered a battery to purchase, because my battery, evidently, was dead. But once I bought the battery, the car still did not start. They thought maybe the car had no gas, which it did, but I went to purchase gas just in case, and that did not work. After purchasing a battery and spending almost $200.00 with them, I still have no idea whats wrong with my car.

I was told by a mechanic that the motor has possibly locked.

Stephanie of Northbrook IL (11/01/07)
When switching my plan at a Verizon Wireless retail location, I was advised by the salesperson as to which plan would be best for me. She claimed to have looked through my usage history, and sold me a plan that would cover my needs. The following month I received a bill for over $800 with overage charges through the roof. When I contacted Verizon Wireless there was nothing that they were willing to do to help me with this outrageous bill, so I canceled my plan with them. With the outstanding bill still valid I contacted them in order to set up a payment plan for the balance, which they were unwilling to do.

They contacted me several times and I complied sending as much money as I possibly could. Even though they claimed they would not take a payment plan I had been able to pay down the bill to under $500 in this manner. Then out of the blue I was contacted by an attorney for a collection agency stating that I was being taken to court by Verizon for the balance of the bill. I was forced to pay off the balance or be forced to pay several more hundred dollars in legal fees and charges. Although what they did to me was legally valid, I do believe that it does represent a very sly and devious business practice that is exceptionally costly to the consumer in addition to being unethical.

Patrica of Milwaukee WI (10/06/07)
On 10/1/07 My 1991 Toyota Camry was in the Valvoline store for a simple oil change. 30 TO 45 minutes later and $33.78 less, I was on my way. Fast forward one hour later,my auto stops I start the car again, I go a block or two off again.I repeat this over and over. I decided to telephone my dad, he meets me in a lot, this is at night i am 19 and female. Dad opens the hood checked the oil stick not a drop of oil. NOT A DROP.

Off we go back to Valvoline, we show the manager the oil stick, he ask the location of the vehicle and promised to come check out the problem. He and another employee arrived with 4 qts of oil. My dad said to the manager I bet the oil pan plug is missing. The manager replied you would never get out of the store like that. As the manager poured the oil in the engine the other employee was looking under the car. O s..t he said no plug is in the oil pan.

Mike of Marlborough CT (09/19/07)
I have used Valvoline services in and on 2 seperate occasions had the following take place. I had taken my Volvo S60 T5 in for and oil change, it was quick, and I left without incident (or so I thought). I had noticed and unusual noise from under the vehicle and brought the car in to my volvo dealer a week later. They told me the noise was road noise from the fact my noise/skid plate was missing. Seems that Valvoline took it off, and never put it back on when they changed my oil.

I confronted the valvoline manager who admitted they do remove the pans for better access and I really did not nned it. Needless to say I told them to I wanted it put back on. I was then told they threw it out. I went down in the pit to help locate it and saw SEVERAL MORE OF THESE PANELS FROM OTHER VEHICLES! I told the manger that it was NOT his right to remove parts (replacement was $80) without the car owners consent. They paid for the new panel and gave me an apology. Second incident 2 Years later. I brought my girlfriend's Audi A4 in for service to another Valvoline dealership. I had the oil changed and left. I immediately noticed something was wrong. The car started smoking and lost power and died about a mile down the road. Smoke billowing from the hood. I opened the hood to find the hose that goes to the mass airflow in the intake off, and oil pouring out of my intake manifold. Seems the technician forgot to reattach the hose he removed to get at the filter. Also I found the dipstick was broken.

The manager was called, came out, said he agreed they screwed up and told me to drive the car back (after reattaching the hose) to the shop. They re-did the servicing (this time free), and I was on my way.

When I left work, my girlfriend wanted to see what I was talking about. She the pointed out that the other fluids (washer and brake) looked low. THEY ARE! Hmmm, but it says they were all checked?? Needless to say I will NEVER go to Valvoline again for servicing. 2.5 hours of my time wasted....again!

Christopher of Framingham MA (06/20/07)

I went to Valvoline Instant Oil Change on Warwick Avenue, in Warwick, Rhode Island on 6/13/07 for an oil change. Unfortunately, the employee that performed the oil change did not tighten the oil filter properly. As a result the oil slowly drained from the vehicle resulting in major damage to the engine.

Ultimately, I had to have the engine replaced at a cost of $2000.00. The manager at the Valvoline Instant Oil Change denied any wrong doing, even though the mechanic that I brought the vehicle to (because of the engine noise) had to turn the oil filter two full turns to fully tighten the oil filter, and said that there was virtually NO oil in the motor. This was 5 days after the oil change.

Marilyn of Fairport NY (01/28/07)
I have a 2002 Subaru forester. Prior to this experience, I have never had a problem with leaks anywhere with this vehicle. I had my car serviced in December. It was a routine oil change and cooling/antifreeze servicing. It took longer than usual on that particular day.,because there was a repair being made to a piece of equipment used. The next morning, I noticed a small amount of fluid on the garage floor. My husband thought it to be overflow. I continued to notice. It continued to be leaking something in very small amounts. I brought the car back to be looked at. I talked of my concern for the leak. I also said that the car seemed to drive much more unsmoothly than usual.

The service reps were very accommodating. They said that the air filter sits in a peculiar way and that it wasn't sitting properly since the oil change. It was leaking some antifreeze and power steering fluid, but they didn;'t know where it was coming from-. I brought the car to Lewis General Tires where a pressure check was done. The conclusion was that I need to have the rack and pinion replaced.($750-800).In the interim, I was told to just keep filling the power steering fluid. I ask and understand that one may be mutually exclusive of the other. However, it strikes me as amazing that the problems began immediately following my visit to Valvoline .

Alina of Beacon NY (08/06/06)
On 4/20/05 @ 15:01, I had the oil changed on a 2001 Oldsmobile Alero at Valvoline Instant Oil Change, 1415 Union Avenue, Newburgh, NY 12550. Unfortunately on 8/04/05 as I was driving home from work the engine seized. I am disappointed because the oil change was not performed correctly. The oil cap on the oil pan was not tightened properly resulting in the cap becoming loose as I was driving, falling off (I heard a clunking metal pop and I saw in my rearview mirror something small and on fire fly from underneath my car) and draining my engine of oil and causing it to seize.

To resolve the problem, I would appreciate to be reimbursed for: Oil Change $31.38 Towing $194.70 Engine (used) $850.00 Labor (install engine) $979.20 5 quarts oil $16.50 Oil Filter $6.75 Coolant $12.50 4 quarts Trani fluid $14.00 Sub Total $2105.03 Tax $2105.03 @ 8.1250% (NY) $171.03 Total $2276.06

Lisa of Rockledge FL (05/15/06)
2005 Dodge Pick up truck we bought in June of last year and has less than 7000 miles on it. The other day the rear end freezes up on it. Dodge warranty won't cover the damages because the company that changed the oil did not put the plug back in the truck or did not put it back in properly and it finally came out. I delt with the manager of valvoline (Justin) for several dayes he made a call to Dodge (Gary) about the truck and other companys to check on the truck issues. Justin said he didn't feel like it was their responsibilty to pay for the damages.

Steve of Muphys CA (04/22/06)
Valvoline Max Life had advertisements in Kragen stating free oil change. Conditions: Must purchase 5 qts, proof-purchase, mail in tamper proof rings for check. After going on-line for form (after purchasing product) you find it is only for $7 which is nowhere near the cost of 5 quarts (the standard capacity of the average american auto). Nowhere on the advertisement did it say $7 rebate, only free oil change via rebate. I think they very much misreprested the facts if not breeched consumer fraud?

The economic consequences were very inconsequential as I'm sure Valvoline planned, but I feel is was very unethical of Valvoline to state free oil change and only provide a $7 rebate which covers no more than 2-quarts, but enforces each consumer to buy at least 5-quarts.

Martha of San Diego CA (12/07/05)
On the morning before Thanksgiving (the 23rd), I was on the freeway, on my way to work, and suddenly all the warning lights came on and within seconds I lost all engine power. I was lucky because traffic was light because of the holiday and I was able to pull over, safely to the right shoulder, coming from lane #4 or 3. I am sure if traffic conditions had been different (i.e., on a typical weekday morning), I could have been involved in an accident. Then I called Mazda roadside assistance and they towed me to the nearest Mazda dealership. At the end of the day, they informed me that the oil filter, which had been coming loose since September (my last oil change was 9/9), finally just fell off. They found it laying on the oil pan.

It has been determined by both John Hine Mazda AND the District Manager for VIOC that the oil filter was, in fact the incorrect size. VIOC is accepting responsibility, however the District Mgr. stated that it wasn't the technician's fault, since the published instructions/specs he was given were incorrect. So, in the meantime, VIOC is looking to resolve this matter with that publisher/software co. My engine, according to John Hine is blown and needs to be replaced at the cost of approx. $6,000. I've been renting a car since then, and it's costing me $250/week. My car is a 2004 Mazda 3 with 18,000+ miles.

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