Rice Street Valvoline

The customer received an oil change on February 16, after she purchased the car and after a third party had done an inspection on it We do not provide inspection services and do not warranty any vehicle purchases Since then, she has been to a Valvoline store in StPaul twice and had them check the oil in her car along with some additional service The issue was brought to our attention that there was a problem with smoke coming from the car (which indicates some form of burning of oil, not a leak of oil) on April 20th Our manager called the customer and checked with her to see if there had been any oil leaks that she had noticed The customer indicated to us that she did not see any oil leak in her garage So, it appears that any burning of oil is related to some form of gasket leak, which we would not have touched or done anything with during an oil change We do not know exactly what is wrong with the car and we do not know how many miles the car has been driven (It had over 200,miles) after we serviced it for the first time in almost two months (for part of which the car was sitting in the garage with no leaks noticed) It is difficult for us to determine why the customer has had this problem and it would be better if the issue was addressed to the Valvoline store where she brought her car twice since getting the oil change

I am rejecting this response because: I didnt have any smoke or leaks before they touched my car amd after I took it to the second valvoline they stated "Your Car Is Smokining Because You Have No Oil In It" which I paid vavoline to do a oil change so the smoking of my vehicle came from there being no oil in my car and me driving it that wayTherefore regardless of my car sitting not being driven or leaking when I was able to drive it there should've been oil in my car since that is what they service me for the second valvoline I visited did a head light was to top off the fluids if I was low in which Again I state fact I didn't have any oil in my car came from of their service technicians also explaining to me why the smoke was coming from my vehicle & the valve gasket cover being damage from that factSo I agree I went to the second valvoline twice but thats after the original vavlvoline on Rice didn't properly put the oil they was supposed to & I spent over $at their store for serviceSo the problem is neither store wants to take responsibility at the end of the day they should if they have to split cost down the middle to repair my car because it wasn't smoking or leaking when I originally brought it there and according to both locations they inspected the car checking for leaks and filling fluids so obviously someone forgot to put the oil in

Initial Business Response /* (1000, 9, 2015/10/25) */
Mr*** was at our Rice Street Valvoline facility on August 11, and we changed the oil on his vehicle (a Chrysler with approximately 160,miles) and replaced the Automatic Transmission FluidUpon leaving, the vehicle's check
engine light came onMr*** brought his car back and the technician connected the car to a scanner and turned off this light as the code did not indicate anything wrong with the engine or the transmissionAt this point, Mr*** drove away in his car
Mr*** stopped back in our store on September 23rd (days after the service was completed) stating that our transmission service had damaged his carAfter talking to Mr***, my manager called the store that the vehicle had been brought to for inspectionThe problems that the car was having were overheating, gear selector stuck in park and the transmission was slippingMy manager talked to the technician at the store (Precision Auto) where Mr*** had brought his carThe technician told us that the issues the car was having with overheating had to do with a head gasket and that the issues with the transmission were not related to the fluid levels
We offered to have the car towed to a related Goodyear facility for us to look at the transmissionWe agreed to pay for the towing costs and also indicated that if it was determined that it was our fault that the transmission had failed, we would replace the transmission on the carWe also offered that even if the transmission failure was not determined to be due to the work done by Valvoline, we would fix the transmission at a significant discount, if all other work needed on the vehicle would be done at the Goodyear
Mr*** wrote back saying that he wanted a cash settlement for the damage to his transmissionWe indicated that we could not agree to any settlement unless we were able to see the car and determine why the failure occurredIn his own emails to us, Mr*** has stated, "I again understand that the work you did may not have caused the issue"Mr*** also claims that we were under an obligation to do a test drive of the car prior to doing a transmission fluid change to determine if a fluid change was neededThis is not standard practice at any Valvoline store because a test drive would not provide any additional information unless the customer has indicated that the car was specifically having a transmission related problemIf this were the case, we would not recommend any services to the transmission and suggest that the car be brought to a transmission servicer
We make service recommendations based on manufacturer recommendations only and when we visually observe a problem (worn windshield wipers, non functioning lights, dirty air filters and so on)
We have responded to Mr*** in a fair and equitable wayWe suggested a service to the customer based on manufacturer recommendation for the vehicleThe service performed has not been shown to be defective in any way or the cause for any problem that the vehicle has been experiencing and Mr*** has not allowed us to look at the vehicle to determine the cause of the problemAlthough we sympathize with Mr*** for the problem he has had with his vehicle, we do not accept responsibility for the problem and, thus, cannot agree to any kind of settlement

I am rejecting this response because: I didnt have any smoke or leaks before they touched my car amd after I took it to the second valvoline they stated "Your Car Is Smokining Because You Have No Oil In It" which I paid vavoline to do a oil change so the smoking of my vehicle came from there being no oil in my car and me driving it that way. Therefore regardless of my car sitting not being driven or leaking when I was able to drive it there should've been oil in my car since that is what they service me for the second valvoline I visited did a head light was to top off the fluids if I was low in which Again I state fact I didn't have any oil in my car came from 4 of their service technicians also explaining to me why the smoke was coming from my vehicle & the valve gasket cover being damage from that fact. So I agree I went to the second valvoline twice but thats after the original vavlvoline on Rice didn't properly put the oil they was supposed to & I spent over $100 at their store for service. So the problem is neither store wants to take responsibility at the end of the day they should if they have to split cost down the middle to repair my car because it wasn't smoking or leaking when I originally brought it there and according to both locations they inspected the car checking for leaks and filling fluids so obviously someone forgot to put the oil in.

The customer received an oil change on February 16, 2018 after she purchased the car and after a third party had done an inspection on it.  We do not provide inspection services and do not warranty any vehicle purchases.  Since then, she has been to a Valvoline store in St. Paul twice and...

had them check the oil in her car along with some additional service.  The issue was brought to our attention that there was a problem with smoke coming from the car (which indicates some form of burning of oil, not a leak of oil) on April 20th.  Our manager called the customer and checked with her to see if there had been any oil leaks that she had noticed.  The customer indicated to us that she did not see any oil leak in her garage.  So, it appears that any burning of oil is related to some form of gasket leak, which we would not have touched or done anything with during an oil change.  We do not know exactly what is wrong with the car and we do not know how many miles the car has been driven (It had over 200,000 miles) after we serviced it for the first time in almost two months (for part of which the car was sitting in the garage with no leaks noticed).  It is difficult for us to determine why the customer has had this problem and it would be better if the issue was addressed to the Valvoline store where she brought her car twice since getting the oil change.