Evangelical Lutheran Church in America

We are in the process of paying the service facility for repairs directlyWe request a follow up call to our Customer Care Department to discuss further dissatisfaction and what we can do to resolve itWe can be reached at ###-###-####Please reference claim # [redacted]

To whom it concerns 7/16/ In regards to ID [redacted] The guest came in to receive an oil change from our location at [redacted] on 5/11/ The guest states that she feels that the bottomside technician working on her vehicle removed a skid plate ( a piece of plastic that covers the underneath carriage of the vehicle) and never replaced the skid plate I met personally with the guest at her work and confirmed it does appear that portions of a skid plate were missing I promised the guest that I had reviewed the video of the service and neither the bottomside technician nor the topside technician removed any skid plate from her vehicle during our service I did promise the guest that I would review again to double check for accuracy I stated that I would make a copy of the service and provide it to her I informed her that our surveillance is for***ed and usually will not play with devices I offered for her to go to the service center to review the video of her vehicle’s service with the Service Center Manager If that was not adequate I would provide her with a copy of the video When the guest arrived at the service center she did not want to watch the video with the Service Center Manager and just wanted a copy of it The copy of the video was mailed to the guest the day after she came to the service center but refused to watch it with the Service Center Manager The video clearly shows no tools being used to remove a skid plate during the guest’s service The video clearly shows no skid plate being pulled down from the vehicle The video clearly shows that there was no skid plate left on the bay that the car was serviced on Thank you [redacted]

We are sorry we are unable to satisfy Mr**'s complaintHe has been notified a couple times that his claim was deniedHis initial serpentine belt replacement was in We did honor the lifetime warranty and replace the belt in However, the warranty does not include a refund several years later If there is a mechanical issue with the pulley or another component, Valvoline is not liablePlease consider this matter closedThank you,Valvoline Customer Care

We are in receipt of Mr [redacted] complaintWe apologize for the lack of follow upIt appears our management team has made contact efforts but no further communication has been made with Mr [redacted] We will be happy to review his complaint with a formal decision and can ensure follow up from our upper management teamThank you,Valvoline Customer Care

We are in receipt of Ms [redacted] Revdex.com complaintThis claim has been denied by both the field manager and Area ManagerWe have relayed this denial to Ms***She advised she will be seeking legal action.Please consider this matter closed.Thank you,Valvoline Customer Care

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolutionPlease respond here ONLI have not received any message from valvaline My number is [redacted] ]i Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The serpentine belt comes with a life time warrantyThey used a third party part and the problem has never been solved Regards, [redacted] **

In regards to Ms [redacted] , we submit the following: We have made multiple attempts to receive a diagnosis or any documentation from Ms [redacted] We are unable to move forward until we are able to gather more facts Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Unfortunately, there are still inaccurate statements being made by Valvoline in which they are blatantly falsifying in an attempt to overturn responsibilityI will list these below with proof as to why they are false:1) Valvoline states that "An oil sample was taken within a few hours of the customer contacting Customer Care on 10/06/2017." This statement is completely false We contacted a Valvoline manager on 10/05/17, after the car had been inspected by our mechanicThe car's engine stalled during the evening of 10/04/We had the car towed to the mechanic that evening and contacted him the next morning as soon as they openedI then went to the mechanic around 10:am on the morning of 10/05/to pick up the document stating why the car needed repairsAgain, the mechanic stated that there was no oil in the carOnce I had collected that document, I took pictures of the car's mileage, the proof of the recent oil change, and the VIN numberI also collected the receipt from the last oil changeI then had the pictures developed at WalgreensThe time of development was 11:06amI do have a dated receipt of this purchaseImmediately after receiving the pictures, I proceeded to Valvoline, where I spoke with ***Thus, the statement that the oil sample was taken "within a few hours" is completely and untrueThe oil sample was taken more than hours after the engine seized and approximately hours after the initial complaint was madeThus, I stand by my previous statement that the results of their analysis are highly questionable2) Valvoline has repeatedly stated that they are not responsible for repairs to the vehicle because they blamed the issue on an overheating problemThey claimed that we had tried to repair this issue after the oil change and assumed that we were lying.However, now they are stating that they do believe that repairs were done PRIOR to the oil changeThe key word in this statement is PRIORThe car did not have any issues at the of the oil change, nor did it stall because of overheatingThe car's engine seized due to lack of oilWe have agreed to provide written documentation from the CERTIFIED mechanic that states that the issue is due to a loss of oilValvoline has never requested thisThey are more focused on defending themselves than they are trying to reach an agreement that would satisfy their clientIf the oil pan was damaged, or if the plug was not correct, why did they not report that to us at the time? They claim to be experts in their field of service, but did not notice something as simple as that? Had they notified us that there was an issue, then we most likely would have paid them to repair it and praised them instead of taking the route we have been forced to takeValvoline has changed their story numerous times in the responses they have sent backOurs has stayed the sameWe believe that they are responsible for this repair because they, again, are the experts in oil change servicesIf there is an issue, it is up to the "experts" to notify the customer at the time that the service is givenHowever, they did not notify us of any problems and performed the service, collected a payment for that service, and presented our vehicle back to usjust as they have pointed fingers at us, we can assume that they may have damaged the oil pan or the plugWe don't know because they never discussed this issue until we stated that the oil leaked from a part that they were the last people to touchAgain, we simply want what is supposed to be a reputable business to do what is right and correct the mistake that they madeWe filed a Revdex.com complaint "two weeks later" because we wanted time to decide whether we needed to pursue legal actionThat will be our next avenue if an agreement cannot be reachedThank you for your time Regards, [redacted] And [redacted]

We are in receipt of the Revdex.com complaint received by Mr [redacted] Please be advised we had a pending claim in which a proper investigation was being conducted at the time this claim was filedWe have resolved this matter and although we are not admitting fault, we have issued a service refund as requested in the amount of $for satisfactionThe check was mailed out on 01/04/Please allow 7-business days for receiptPlease consider this matter to be closed

In regards to Ms [redacted] , we submit the following:We have made multiple attempts to contact Ms [redacted] and have not received any response We need to receive a diagnosis or any documentation from Ms [redacted] to open an investigation We are unable to move forward until we are able to gather more factsSincerely, [redacted]

We are in receipt of the Revdex.com complaintWe have contacted Ms [redacted] and left a message requesting a return call to discuss this matter in further detail

An oil sample was taken within a few hours of the customer contacting Customer Care on 10/06/Video was reviewed by the Area Manager and it appears that the wiring that went to the new fan was not present at the time of the serviceCustomer denied any repairs prior to his oil change at VIOCThere was spilled coolant apparent, as if there had been water pump or coolant system repairsThe Area Manager witnessed a radiator cap and an empty serpentine belt box on the back seat of the vehicle when we inspected itTherefore, we concluded that some repairs were made prior to the OC at VIOCVehicle was brought to us with a damaged oil pan, with a temporary drain plug installed upon arrivalWe are not liable for issues with the oil pan or drain plug leaking due to the vehicle having pre-existing issues prior to us servicing the vehicleThe only documentation we have received was a hand written receipt from the customer's mechanic that stated the drain plug was leaking and there was no oil in the vehicleWe went to the mechanic's repair facility (3) times before the mechanic was physically able to get the vehicle back into his facility to be inspectedThis delayed the investigationWhen we went to inspect the vehicle the mechanic was questioned regarding the no oil in vehicle statementThe mechanic said he has yet to inspect the vehicle, at that time it was his assumption because the engine would not start and the drain plug had been leakingWe never received a formal document showing the diagnosis of the vehicle's conditionWhen the Area Manager questioned the customer, the customer said the mechanic told him something differentSaid he would contact his mechanic then call the Area Manager backWe never received a call back from the customerReceived Revdex.com complaint two weeks laterClaim is and will remain denied

I have contacted Mr. [redacted] in regards to complaint ID [redacted] . I have agreed to reimburse the original oil change and the cost incurred from [redacted] . Mr. [redacted] thanked me and has stated that he will give the store another opportunity in the future. If you have any questions please... reach out to me. Thank you [redacted] Area Manager VIOC

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,*** ***

We are in receipt of this complaintI will be notifying the Area Manager for a follow up callThis claim has been deniedWe will follow up once contact has been made. Thank you,Valvoline Customer Care

The Area Manager who oversees the location where the complaint was originiating from has spoken to the customer and resolved the issueWe will be issuing a refund for the amount the customer paid for the services, as well as sending two complimentary oil change coupons to the customerAttached is
the email correspondence indicating that the customer has agreed with this and it has been resolved

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have been in contact with *** *** at Valvoline on 5/4/2015 who stated they contacted *** Chevrolet in an attempt to retrieve a sample of the oilDuring the repair in April (repair of front and rear brakes) *** flushed the break system; however, it wasn’t until they attempt to continue the repair when they notice the contamination of brake fluidIt standard procedure to do so to continue to replace the front and rear brakesNo one other had changed my oil since September 11, I begin having issues with my vehicle the steering, brakes and suchIt was not until *** Chevrolet's technician attempt to service the vehicle in April when the contamination was foundThis is something you do not look for but something that is foundPer *** ***, oil is still in the Cap Housing which Valvoline refuse to take a sample from for testing*** Chevrolet had no knowledge of brake contamination until they were not able to complete the replacement of the front and rear brakesI’ve already spent over $assuming the issue was fixed only to return the vehicle as it begin to worsenI’ve been in a loaner vehicle by *** times since January
I received a response back from the Revdex.com today in which I HIGHLY disagreeVarious circumstances was involved from September 2014-until my next due date of an oil change which was in December, such as the birth of my second ***, his medical intervention which lead to an extend stay in the NICU, surgery, recovery and therapyThe oil sticker from Valvoline still remain in the upper left hand corner of my window which states I was due to come back in December The vehicle in question is my ONLY source of transportation for myself and my * *** *** and * *** *** ***This week alone my * *** *** *** has an dental procedure and my * *** *** *** is due to return to his Pediatric Surgery for additional testing from his surgery in February My vehicle is paid off and is my ONLY source of transporting myself *** ***I did not begin to have issues with my vehicle until the oil changeI’ve dealt with *** Chevrolet since January until presentIt was not until April 8th when the findings of Brake System being contaminated with oil
•As stated on the back of the invoice (attached) we do not add to brake fluid
•We do not remove the cap and only visually check the level through the side of the reservoir as a courtesy to our guest
•With the mileage on the vehicle, it will be hard to tell what has contaminated the fluid due to it picking up other types of debris, water etc
•Through wear and use brake fluid will start to break down and become dirty and contaminated as its primary function is to remove moisture, debris and contamination away from the brake components
•With the time frame given, being such a long period, if fluid were contaminated with oil at the time of service, the issue would have made itself known well before the date given (September 11, and April 16, 2015) * My complaint confirms the gap*
•Ms*** states she was due for an oil change on December 10, but provides no further oil change records
•The oil level at her service on September 11, was over full which could indicate other fluids may have been added to * My oil had not been changed since June-July when the company was under Pennzoil which sold to Valvoline and if the levels were full, why did they proceed to service the vehicle?
•The vehicles check engine light was on also which indicates some type of other mechanical issue prior to service *That would not be due to contamination of brakes prior to that service*
Regards,
*** ***