Evangelical Lutheran Church in America

Please be advised our field management team contact with Ms*** todayWe left a message requesting a return call. Thank you,*** ***Valvoline Customer Care Specialist II###-###-####fax: ###-###-####*** ***

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 [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 resolution. Please respond here ONLY]
Regards,
[redacted]the reason was for them to refund the money and to say they were at falit I got the money but they need to say sorry and they are at fuilt untill then it will not be close on my endthanks [redacted]

We are in receipt of Mr. [redacted] complaint. We apologize for the lack of follow up. It 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 team. Thank you,Valvoline Customer Care

To whom it concerns
7/16/2015
In regards to ID [redacted]
 
The guest came in to receive an oil change from our location at [redacted] on 5/11/15.  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[redacted]ed and usually will not play with normal 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 in receipt of Ms. [redacted]'s complaint. We have escalated this information to upper management for further review. We will notify you once more information is received. Thank you, Valvoline Customer Care.

We are in the process of paying the service facility for repairs directly. We request a follow up call to our Customer Care Department to discuss further dissatisfaction and what we can do to resolve it. We can be reached at ###-###-####. Please reference claim # [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 responsibility. I 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 mechanic. The car's engine stalled during the evening of 10/04/17. We had the car towed to the mechanic that evening and contacted him the next morning as soon as they opened. I then went to the mechanic around 10:30 am on the morning of 10/05/17 to pick up the document stating why the car needed repairs. Again, the mechanic stated that there was no oil in the car. Once I had collected that document, I took pictures of the car's mileage, the proof of the recent oil change, and the VIN number. I also collected the receipt from the last oil change. I then had the pictures developed at Walgreens. The time of development was 11:06am. I do have a dated receipt of this purchase. Immediately after receiving the pictures, I proceeded to Valvoline, where I spoke with [redacted]. Thus, the statement that the oil sample was taken "within a few hours" is completely false and untrue. The oil sample was taken more than 24 hours after the engine seized and approximately 24 hours after the initial complaint was made. Thus, I stand by my previous statement that the results of their analysis are highly questionable. 2) Valvoline has repeatedly stated that they are not responsible for repairs to the vehicle because they blamed the issue on an overheating problem. They 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 change. The key word in this statement is PRIOR. The car did not have any issues at the of the oil change, nor did it stall because of overheating. The car's engine seized due to lack of oil. We have agreed to provide written documentation from the CERTIFIED mechanic that states that the issue is due to a loss of oil. Valvoline has never requested this. They are more focused on defending themselves than they are trying to reach an agreement that would satisfy their client. If 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 take. Valvoline has changed their story numerous times in the responses they have sent back. Ours has stayed the same. We believe that they are responsible for this repair because they, again, are the experts in oil change services. If there is an issue, it is up to the "experts" to notify the customer at the time that the service is given. However, they did not notify us of any problems and performed the service, collected a payment for that service, and presented our vehicle back to us. just as they have pointed fingers at us, we can assume that they may have damaged the oil pan or the plug. We 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 touch. Again, we simply want what is supposed to be a reputable business to do what is right and correct the mistake that they made. We filed a Revdex.com complaint "two weeks later" because we wanted time to decide whether we needed to pursue legal action. That will be our next avenue if an agreement cannot be reached. Thank you for your time. 
Regards,
[redacted] And [redacted]

SEE ATTACHMENTS FOR DOCUMENTS.
To Whom It May Concern:
 
In regards to Ms. [redacted]’s complaint, we submit the following:
 
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 normal 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, 2014 and April 16, 2015)
Ms. [redacted] states she was due for an oil change on December 10, 2014 but provides no further oil change records
The oil level at her service on September 11, 2014 was over full which could indicate other fluids may have been added to
The vehicles check engine light was on also which indicates some type of other mechanical issue prior to service
 
In regards to Ms. [redacted]’s counter - complaint, we submit the following:
 
 
Ms. [redacted] states that we are still able to get a sample from the reservoir; however the dealership stated to us that the fluid “in the machine” could be tested.  This machine is used for multiple vehicles and services therefore we could not get a true sample.
Ms. [redacted] states that it is standard procedure to “test” brake fluid during a brake job.  To truly test a fluid a sample should be sent to a lab to have them perform the proper testing – This was not performed.
Ms. [redacted] also stated that she had her oil changed prior to the September 11th service at VIOC at the same service center but while it was still under Pennzoil ownership in June/July 2014.  We took ownership of this business in January 2014 and we have no record of the mentioned service. 
We would not turn the service away due to it being over full or at the full mark.  Even if the oil is full it would still need to be changed due to additive breaking down.  In the event it is over full it becomes even more imperative that the service be performed due to potential damage being incurred. At this point we would document the unusual level and proceed.
The check engine light being on would not indicate contamination of the brake fluid but it does indicate lack of normal/rea[redacted]able maintenance.
 
We still feel that the issues with Ms. [redacted]’s car did not stem from her oil change.  We would respectfully request all maintenance records for the vehicle prior to proceeding further.
 
At this time we deny any liability for the current complaint.   
 
Sincerely,
 
[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]

We are sorry we are unable to satisfy Mr. **'s complaint. He has been notified a couple times that his claim was denied. His initial serpentine belt replacement was in 2013. We did honor the lifetime warranty and replace the belt in 2016.  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 liable. Please consider this matter closed. Thank you,Valvoline Customer Care

We are in receipt of this Revdex.com complaint. Our Customer Care Department reached out to Mr. [redacted]. We apologized for the poor communication and advised we would address this with the field. We explained for the viscosity his vehicle calls for, Valvoline only makes a 0w20 in a synthetic oil. Offered...

a refund due to the poor customer service experience for satisfaction. Processed a credit of $45 back to his card. He should receive this within 3-5 busienss days. 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.
It appears to us that Valvoline is "reaching" for alternatives in order to refute the claim that they are responsible for the damage caused to the car. The oil sample that was taken to be analyzed was not taken in a timely manner, thus the accuracy of the results they found is questionable.  The oil was cold and it had been sitting in the stalled vehicle, for quite a while, after the engine seized. Thus, there are many other factors that could have contributed to what they state was found including the actual seized engine itself.  Second, Valvoline continues to state that the replacement of the  fan, as well as a water pump, are contributing factors to the mechanical deficiency. Both the fan and water pump were replaced prior to the oil change and there were no issues with overheating at the time that the service was performed. In fact, there were no issues with the car until the day that the engine seized. Finally, Valvoline clearly stated in their own response that the oil plug was temporary and was not intended for "long term" use. This is the primary reason that we feel they are responsible for this damage, and is ultimately why we have taken the steps needed in an attempt to reach a satisfactory solution. Our mechanic stated that the engine seized due to the fact that the car did not have the sufficient amount of oil  needed to sustain a working engine . He also stated that when the car was received in his shop, there was oil dripping from the oil plug. During the time that the oil was changed, Valvoline did not tell us that there was a temporary plug on the car, nor did we have any issues with oil leaking prior to the date of service.  Our mechanic provided a written statement regarding the problem that he found at the time the car was brought in.  I presented this to Valvoline at the time of the original complaint. He has also offered to provide a formal statement if necessary.
Regards,
[redacted] And [redacted]

We are in receipt of this Revdex.com complaint under [redacted]. It appears we were contacted regarding an issue with the vehicle on October 6th. Our management team completed a full investigation including sending out a fluid analysis which delayed our response time. As of October 25, our investigation...

was completed noting several issues unrelated to our oil change service. With evidence of the repairs completed, it appears to be a coolant issue. Engine overheated and caused aluminum in the pan. We also found a disconnected air intake hose which can attribute to possible engine trouble from the wiring and replacement of the fan, water pump, or radiator. Video shows a temporary plug installed in the oil pan which is not a long term fix. As of now, the claim is denied. Please consider this matter closed.Thank you,Valvoline Customer Care

An oil sample was taken within a few hours of the customer contacting Customer Care  on 10/06/2017. 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 service. Customer denied any repairs prior to his oil change at VIOC. There was spilled coolant apparent, as if there had been water pump or coolant system repairs. The Area Manager witnessed a radiator cap and an empty serpentine belt box on the back seat of the vehicle when we inspected it. Therefore, we concluded that some repairs were made prior to the OC at VIOC. Vehicle was brought to us with a damaged oil pan, with a temporary drain plug installed upon arrival. We 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 vehicle. The 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 vehicle. We 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 inspected. This delayed the investigation. When we went to inspect the vehicle the mechanic was questioned regarding the no oil in vehicle statement. The 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 leaking. We never received a formal document showing the diagnosis of the vehicle's condition. When the Area Manager questioned the customer, the customer said the mechanic told him something different. Said he would contact his mechanic then call the Area Manager back. We never received a call back from the customer. Received Revdex.com complaint two weeks later. Claim is and will remain denied.

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 warranty. They 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 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 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 resolution. Please respond here ONLI have not received  any message from valvaline.  My number is [redacted] ]i
Regards,
[redacted]

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]
Will see what the response is since nobody has attempted to contact me. I challenge them to produce any records showing so. I have not taken a call or a message from them since this complaint was originally made. Until then I will post this complaint on your site...Revdex.com

In response to Complaint ID [redacted], from [redacted], I have reached out to Ms. [redacted] and I am awaiting
to hear back from her in order to continue the investigation of her vehicle.
If you have any questions please reach out to me. 
Thank you
[redacted]
Area Manager VIOC