Valvoline Instant Oil Change

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below On May of this year I contacted you about a problem I had with this place and you responded very promptly and I received an e-mail from [redacted] from valvoline stating she submitted my claim to her mgr about me getting reimbursed for the problem her coCaused and my repair bill to fix it so we closed out the Revdex.com complaint then..its been months since this and I have received no payment from valvoline at allWhat can we do about this as it surely seems that they just passed the buck on this issue.....thank you I would like my and my payment of for repair of the problem to be sent by check or money order sent to me Regards, [redacted]

Mr [redacted] came in for an oil change approximately at 11:00amWe performed a routine oil change and Mr [redacted] decided on replacing a brake light bulb and his air filterWe performed our standard oil change procedure which includes showing the customer his oil level after we complete the oil change serviceI received a phone call from Mr [redacted] at approximately noon regarding his vehicle running really rough, I advised him to bring the vehicle back to us immediately so we can recheck his serviceMr [redacted] arrived and I immediately started rechecking the service performedI rechecked everything that we would have touched and everything looked correctI had Mr [redacted] pull the vehicle back into he service bay where it is flat surfaced so I can double check for oil and oil level in the vehicleAs I rechecked the oil level I found the oil level to be slightly overfilledThe oil level showing on the dip stick showed was maybe a max of 1/4" of an inch over the full markI immediately showed Mr [redacted] and was right up front that it was and the minor amount it was over filled would not with my years of Automotive repair experience would not cause the issue he was havingI notified Mr*** that I was a certified Ford technician previously and that I had worked for them for roughly 10yearsDuring our discussion while we were performing the oil change just to make sure that there were no faulty parts(oil filter/oil) he had a let me know that he was really over on his mileageI cannot 100% remember the exact mileage he had stated it was either 13,miles or 30,miles past due on his oil changeI had advised him that that is really bad to do that as oil will break down due to the deposits that are in the oil after extended usageI also advised him that it may be a better decision to use a synthetic product to see if that would help his situationAfter the oil change was completed(free of charge)and all component rechecked the vehicle seemed to run slightly betterWe reshowed the oil level to Mr***I had advised Mr [redacted] if there was any issues again to please give me a callThat was the last that I heard/saw Mr [redacted] until the Revdex.com complaint

[redacted] When [redacted] came in for service we preformed our visual inspectionUpon inspection we recommended he replace his serpentine belt because it was crackedThere was no issue with the harmonic balancer at the time of his visit with usIt was not until weeks later Upland was able to see a non-related problem only because it had just occurredOur recommendation of the serpentine belt replacement was not at all the reason for his harmonic balancer issueAs stated in your first letter " the belt needed to be replaced' and "the belt was not the problem the mechanic said" [redacted] visually needed a new belt, by us replacing it caused no harm to the vehicle and was not "unnecessary work"Because the issue is a not related, we cannot take any financial responsibilityThank youID# [redacted] _____________________________________________________ [redacted] Service Center Manager [redacted] Henley Enterprises / Henley Pacificdba Valvoline Instant Oil Change [redacted] / North Harbor BlvdFullerton, CA 92835Office: 714-871-

Regarding claim ? ID # [redacted] We reviewed this claim as well as inspected the vehicle at the mechanic shop once we were notified of this claimAfter reviewing everything it was discovered that the customer had driven 3,miles since their service with us which is outside our months 3,mile warranty period (the difference between the documented mileage from our invoice and the mileage on the invoice from their mechanic for the damage inspection).? Furthermore upon reviewing the comments from their mechanic, the oil was low about qtswhich is consisted with the oil consumption factor after driving over 3,milesThis lets us know that there was still oil in the vehicle lubricating the systemAlso on their mechanic's assessment there was an issue with the timing chain which proves internal damage not due to the oil changeI spoke to Mrs [redacted] and stated these facts and declined the claim[redacted] Area ManagerHenley Pacificdba Valvoline Instant Oil Change

We are in receipt of this Revdex.com complaintOur upper management team is reviewing the information at this timeWe have an open claim in which we ae actively working to get resolvedWe will follow up with you with our final determinationThank you,Valvoline Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/12/10) */ Contact Name and Title: [redacted] Area Manag Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @ashland.com Mr [redacted] came in for an oil changeHe had a prior issue with his vehicle before serviceThe vehicle has to have a starter relay to start the vehicleHe took it out of his vehicle and said we would need it to start his carAfter the oil change was done, we attempted to give it back to him, he said no and we put it back in the carMr [redacted] wants us to fix something that we have no Responsibility for repairs on The SCM was trying to help him out, however paying for his repairs is not what we offeredAfter our video review, we determined that this was preexisting and we were not responsibleWe were going to have a mechanic check it out for him, but explained he would be responsible for the billMr [redacted] argued about it, and threatened one of our employees

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and while I am far from "100% Satisfaction", in the spirit of bringing this matter to a close, I find that this resolution is ultimately satisfactory to me However, I will not be removing my online review ratings - the customer service I received was extremely poor throughout this experience and the star ratings are accurate Regards, [redacted] ***

Good morning,First, allow me to apologize for any inconvenience this situation may have causedRegardless of fault, it is always our intention to provide the highest level of customer service and performance to all our customers when resolving these matters We do seek to resolve this situation as fairly and amicably as possible in good faith and business practice.Second, my apologies for the delay in response, as the initial emails were lost due to a server issue in our main officesThat being said, after reviewing the details of the incident, I have spoken with [redacted] ***, Area Manager for the Arlington location (CC'd) He would like the opportunity to speak with you, as well as the mechanic who handled the situation to review the information that was given, as well as the repairs.He can be reached via email, OR at [redacted] .I will provide him with all of your information as well to reach out and contact you.Hopefully we can come to a fair resolutionThank you! [redacted] Field Recruiting Specialist [redacted] *** D/b/a Valvoline Instant Oil Change [redacted] ***Main Office Tel: [redacted] Cell: [redacted]

Complaint: [redacted] I am rejecting this response because: There was no agreement reached between myself and ValvolineI have not heard from them

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Just received a phone call from [redacted] , the area manager I suppose After being interrupted a hundred times and unable to get a word in edge wise, Mr [redacted] informed me that in fine print on my invoice it is written that Valvoline is not responsible for oil pan damages in cars over 100, miles This is written in a "comments" section on the invoice which directly leads me to believe that during my last oil change, the tech noticed the damage that was inflicted, typed into the comments box and sent me on my wayNo where is it broadcasted that this is in fact a legitimate clause and if I had known Valvoline would not be held accountable for their poor workmanship I would have absolutely taken my vehicle elsewhere Mr [redacted] was rude on the phone call and would hardly let me explain the situation, and when I would he would immediately interrupt me and plead that they're not responsible I am extremely unsatisfied with the way this is being handled and I would like to speak with someone else I am aware that Valvoline is a multi million dollar company, probably because they do not pay on out claims such as thisI said it once and I will say it again, I am not going to stop fighting thisI feel I was completely taken advantage of because I am a younger female and I am not being taken seriously because of that as well I went in for a $oil change and a month later I have lost $1,I am a recent college graduate buried in student loans and this entire situation has been compromising - I have had to borrow money from several family members just to be able to afford rent and make ends meet This is not an appropriate way to handle your customers and if nothing results of this I will ensure to inform everyone I know of this situationI work for an auto insurance agency so my contact base spreads very far in my area I am once again requesting reparations be made to me for the diagnostics and for the oil pan replacement my car had to urgently receive at the end of last week It is absolutely NO coincidence that one week after my Valvoline oil change my car got what was quoted as an "aggressive, awful, pouring" oil leak from my drain plug Please contact me back at your earliest convenience Regards, [redacted]

I am rejecting this response because: after showing and speaking to an former ford dealer auto mechanic he said it was seep not a leakand another who said regardless if I pulled my car in and it wasn't smoking or knocking because they would of called it and documented that and if I had any leaks they would of also did the sameI had no problems with my car as far as leaks or my drive way would be stained upI have one stain and that's from my car and they say it water was frozen on itif my car like we told them had any thing wrong under there they should of covered their selves and informed me of the leak but didn't do so Regards, [redacted]

We have reached out to this guest a couple times with no return callsWe do not reimburse for lost wagesPlease consider this matter closed

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: On November 20, 2015, my vehicle with 30,documented miles driven was taken to your Valvoline station for an oil change On January 6, and February 28, 2016, the check oil light came on and oil needed to be added Since the car had been driven less than 3,miles during that time period and three quarts of oil were required, the car was taken back on March 3,to Valvoline where it was requested that an employee look at the oil to make sure there was not a problemThe employee snickered, got into the car, turned the engine on, pointed to the oil indicator gauge and said "ok, your oil's fine." At 33,miles driven, the car was then taken to the dealership for an oil consumption test because of this falsely suspected oil usageI stress, an oil change was NEVER requested by the car owner nor was it ever the intention of the dealership service team to perform an oil changeThis is also clear by looking at the included receipt from this service department which states that the intent was diagnostics for a frequent check oil light The mileage driven since the last oil change was only 2,milesAudi does not require an oil change until 7,miles!!!! I would never have my oil changed when I had driven less than 3,miles On the work receipt by the Audi dealership which I have forwarded along with this complaint, you will read that the dealership certified mechanics wrote "found that the oil plug was damaged and had the WRONG washer on plug causing it to leak." The service department also included photos (which I have included) of this plug and washer and the damage done to the plug when it was last put onUsing proper parts and tools would not have resulted in that damageSince your store employees were the last people to touch these components, also documented in my auto log, the shoe does fit! The $bill was for plug, oil drainage and refill necessary to change the plug, and oil pan cleanup from the leakage Be honest about what the bill was forI was called by Shaun S [redacted] and threatened with a slander lawsuit if I did not take down my online reviews I have every right as a consumer to share my experience in online reviewsThe $caused by Valvoline's poor workmanship is no longer a concern for me Informing others of their dishonest business practice is more important [redacted] Regards, [redacted]

To whom it may concern at Revdex.com,Our [redacted] location was offering an Oil change special of $"Early Bird Special" from 7am till 9am for a limited time to give back to our customers and to bring in potential new customersUnfortunately due to the cost of oil we were only able to offer that price for the Conventional motor oilMany of the new vehicle maunfactures are now requiring a higher grade of motor oil over the standard Conventional oil change to comply with longer warranty coverage and or mpg claimsThe vehicle that this specifc customer brought in just happened to be one of those vehicles, hense why when he went some where else the price was compairable to oursWe are sorry for any inconvenience this may have caused and we did not in any way mean to "advertise" on an Oil Change Banner.Sincerly, Valvoline Instant Oil Change

When the customer visited our Locations there was bolts/connectors missing from the vehicles Belly Pan/Skid plate at the time of serviceWe only have to remove the skid plate to do the oil changeThe skid plate was removed and re installed correctly minus the missing bolts/ConnectorsThis was verified and documented on videoThere was also evidence of previous damage to the underside of the vehicle, it appeared to have been bottomed out casing damage to the skid plate/belly pan assemblyWhen we spoke with the dealership, the mechanic verified that the car appeared to have bottomed out or ran over something causing damage that could NOT have happened due to a skid plate/belly pan not being installed correctlyI do acknowledge that this a frustrating situation for the customer and we are sympatheticUnfortunately, we can not assume responsibility for damages that occurred from things that are beyond our control(previous damage, missing parts) [redacted] Area Manager Valvoline Instant Oil Change

Initial Business Response / [redacted] (1000, 7, 2015/11/02) */ We had the vehicle looked at and repaired for the guestVehicle was delivered back to the guest last week Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/11/06) */ Thank-you for your assistance, my complaint with the Valvoline Instant Oil Change store has been resolved and I am satisfied

Valvoline Instant Oil Change apologizes for the lack of communication with our guest on this incident We are in the process of writing an agreed upon warranty for this transmission This matter should be resolved by Tuesday 11/10/ Our legal department is currently creating the document.Thank you,

Regarding claim ID # [redacted] We reviewed this claim as well as inspected the vehicle at the mechanic shop once we were notified of this claimAfter reviewing everything it was discovered that the customer had driven 3,miles since their service with us which is outside our months 3,mile warranty period (the difference between the documented mileage from our invoice and the mileage on the invoice from their mechanic for the damage inspection)Furthermore upon reviewing the comments from their mechanic, the oil was low about qtswhich is consisted with the oil consumption factor after driving over 3,milesThis lets us know that there was still oil in the vehicle lubricating the systemAlso on their mechanic's assessment there was an issue with the timing chain which proves internal damage not due to the oil changeI spoke to Mrs [redacted] and stated these facts and declined the claim[redacted] Area ManagerHenley Pacificdba Valvoline Instant Oil Change

DO NOT TAKE YOUR VEHICLE HERE!!!!!!! These people do not know what they are doing! They broke a part trying to change my oil and then returned my car to me wrecked days later, and refused to pay for damages! WORD TO THE WISEI would suggest finding somewhere else to get your oil changed!

[redacted] *** [redacted] *** [redacted] *** [redacted] *** [redacted] I am responding to the following complaint id # [redacted] on behalf of the Valvoline Instant Oil Change in [redacted] **Please consider our response to the customer's complaint below for proper closure: [redacted] contacted our Customer Care Department in which we opened a claim for proper investigationUpon review of the service video and inspection of the vehicle, the claim was deniedIt appears the oil change service that was performed was completed properlyThere were no problems present while the vehicle was in bayVideo shows employee verifying oil pressureNo mention of any lights onWe are not responsible for any electrical problemsOil level was fullDrain plug and filter was tight and secured [redacted] was called to come and review the video but never showedHe claims issues occurred minutes after service, but was not notified until days later Please be advised, any future Revdex.com complaints will need to come directly to our Corporate Headquarters below: Valvoline Customer Care [redacted] [redacted] *** [redacted] [redacted] *** [redacted] [redacted] [redacted] Please advise if further assistance is required_____________________________ Thank you, Marquesha B***Valvoline, Customer Service Representative II ###-###-#### fax: ###-###-#### [email protected] [redacted] *** [redacted] [redacted] *** [redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted]