Valvoline Instant Oil Change

Hello *** Customer Complaint ID# *** has been resolvedI apologize for not reaching out to you sooner. Thank You and have a Great Day. *** ***Service Center ManagerHenley Pacific - ***Dba Valvoline Instant Oil Change / El Cajon Blvd., La Mesa, CA
91942Service Center: 619-668-5602Cell: 619-***Fax: 619-***

Regarding claim ID # *** ***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*** and stated these facts and declined the claim.*** ***Area ManagerHenley Pacificdba Valvoline Instant Oil Change

I would like to be reimbursed for the oil change as well and my wages I lost for the day as a result of breaking down

Hello ***,*** *** first made contact (via email) with Valvoline Customer Care (today 03409/2015)informing us of her complaint I have reached out the customer and requested contact information She did provide her invoice number, store location she visited, and updated contact
information.I requested a copy of any repair records and escalated notification of complaint for a proper investigation per reference # 1-*** I will update this complaint once more information is received from the field.Please advise if I can be of further assistance.Thank you,*** ***Valvoline Customer Care Specialist II###-###-####fax: ###-###-####

Dear *** ***,On 12/19/*** *** brought his Fiancées vehicle to service center for an engine oil changeOur technician, having been informed by the customer that the vehicle had been well overdue for an oil change recommended an Engine Flush, oil system cleaning serviceThis was
performedThe oil filter for this vehicle is a Cartridge style filter, where the housing contains a filter element that is replaced when performing an oil change serviceUpon initially opening the housing to expose the element it was discovered to have disintegrated into pieces due to extended period of time and mileage between oil changes.This was immediately brought to the customer's attention, showing him what was foundThe pieceswere all removed, and a new element installedThe vehicle was filled will product and startedOurtechnician noticed the oil light was flickering and turned off the vehicleAfter further checking it wasnoticed that the plastic regulating valve in the filter housing became brittleSpeaking with the ***dealership, we were informed that the infrequent oil changes will cause the valve to become that waydue to excessive heatThe replacement valve is part of the filter housing, and the customer was informed that he would need to purchase from the dealerWe advised him that the vehicle should be towed to his mechanic and not be operated until the part is replaced to prevent damage to the engine.As only the Engine Flush cleaning service was completed and not the balance of the oil change, he was invoiced accordinglyThe part failure was not as result of our serviceHaving routine maintenance performed, as required by the manufacturer, may have prevented this item from failing.We are unable to provide further assistance in this matter.Very truly yours,Lisa V

Initial Business Response /* (1000, 8, 2016/07/18) */
To Whom it May Concern:
I apologize for being a day late with this response as I was out of the state when the notice arrived at my officeWe have already spoken with Mr*** and also at length with *** at Future Ford and have come to
the conclusion that we do not bear liability for the damage to Mr***'s engine
Mr*** had his oil change done with us at 80,miles and the engine expired at 82,milesIf we had not put any oil in his motor, there is absolutely no way it would have run for 1,miles
As for the issue of installing the incorrect amount of oil, that is almost as unlikelyFirst, we scan the vehicle's VIN to get the technical information for that specific application so there is no chance of misreading a number in a bookThe amount of oil required is noted by the customer service representative (CSR) and communicated to the topside technician who verbally repeats the amount backThen, before he pumps the oil, the amount is reconfirmed a second time by the technician to the CSRThe guns that dispense the oil have a digital readout on them so that there is zero guess workAfter installing the oil, the engine is started and the proper oil pressure is confirmedThen the engine is shut down and the dipstick is pulled to confirm it reads the correct amount and is then shown to the customer for another verificationFinally, the CSR must manually type in the amount of oil that was installed (it is not a pre-populated field)Mr***'s invoice says the correct amount of oil was installedThis process is done each and every time on each and every single vehicle so that mistakes like what Mr*** is suggesting are not madeAs you can see, there are at least two people involved in each step of confirming the correct amount of oil a total of three separate times
Mr*** had his truck serviced with us a total of three timesThe intervals in between services were 16,miles and 20,milesIf Mr*** was driving that many miles between oil changes, there would most certainly have already been damage to his engine that could have easily caused it to consume oil in a rapid manner such as in nearly 2,miles
Mr*** states that the oil pan was removed on 06/13/If he believed this was a simple case of not enough oil put into the motor, why then did he wait nine days to first contact our store manager, *** *** on the evening of 06/22/16?
Given the distance traveled after the service, the apparent long intervals driven between services, that the invoice says the correct amount was installed, the strange length of time until we were first contacted, and the rock solid system with which we follow, we came to the conclusion that we are not at fault for Mr***'s engine troubles
Please do not hesitate to contact me with any other questions or concerns
Respectfully,
*** ***

Phone response from Dan *** - Regional Manager - we had *** car repaired for him, and he received the car back

We are in receipt of the Revdex.com complaint filedWe have created a ticket for proper investigationWe have made contact to MsNoni requesting further informationOur upper management team will review the complaint and follow up with further updates for proper handling. We appreciate your
patienceWe look forward to working with you.Thank you,Ms***Valvoline Customer Care Department***
*** ***
*** ***

December 15, 2014Dear *** ***,
Thank you for contacting Valvoline Customer CareWe are in receipt of the Revdex.com complaint filed by our customer aboveWe appreciate your patience while we diligently attempted to assist this customer even though our investigation proves our
service was not the cause of failureFor the inconvenience, we offered to refund the amount of the radiator service totaling $- Since he is continuing to slander and label us, we may now need to consider our own course of legal action to his false, recklessness and damaging behavior to our businessThe facts are as we know them: 1) *** *** requested the cooling system service from us
2) The cooling system service did not solve his problem
3) The customer was not advised by the mechanic that fixed his actual cooling system issue that our Radiator Service which the customer (*** ***) requested caused his problem
aWe chose to reimburse the $because of the aforementioned, nothing more and nothing less - it did not solve his problem
b*** *** was told the Radiator and Water Pump were both beyond their useful lives and the water pump had no impeller (completely deteriorated-pictures available) therefore this was the cause of his problemWe are requesting to close out this claimShould you need any further assistance, please contact us directlySincerely,
Marquesha B
Valvoline Customer Care Specialist

Ms***: I have reviewed Mr***' complaint (ID #12477186)We did replace the cabin air filter in June and again in OctoberBoth the time frame and mileage in between the replacement of this filter are unusually lowHowever, it was obviously dirty enough for us to recommend its
replacement and for Mr***' wife to agree that it needed to be replacedThe "canned" recommendation for these filters is under ideal situations, and it's no secret that our valley has some of the dirtiest air in the country, especially through the summer months I do not believe we "conned" or mislead Mr***' wife in any way, however, I also do not think it's worth an argument with one of our neighbors for $I have already put a check for the amount requested in the mailI expect Mr*** to receive it by the end of the weekUnless I hear otherwise, I will consider the matter closedThank you for helping to facilitate a reasonable conclusion to this matter Sincerely, *** *** Co-Owner / VP Ops MOO, Inc& MOO Too, Incdba Valvoline Instant Oil Change *** ** *** ***
*** ** *** ###-###-#### cell ###-###-#### fax

yes please contact the business , I have not yet filed a court case I went to Valvoline for an oil change The put an after market oil plug on my vehicle , causing an oil leak.not only did they put on a oil plug that didn't fit , they lied on my receipt which says Oil plug checked -ok which was a
lie not only did the plug they used was not right they didn't get authorization from the customer to put an after market plug in my vehicle so when the car was brought into the dealership bc of the oil leak they caused , they never accepted responsibility for causing the original leak , they wanted to cob fix it with a large plug that is only goof for about oil changes bottom line THEY CAUSED THE OIL LEAKHORRIBLE WORK DONT EVER TRUST TO TAKE YOUR VEHICLE THERE THEY DONT STAND BY THEIR WORK

*** ***? When *** came in for service we preformed our visual inspectionUpon inspection we recommended he replace his serpentine belt because it was cracked.? There 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"*** 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 responsibility.? Thank youID#***_____________________________________________________*** ***Service Center Manager ***Henley Enterprises / Henley Pacificdba? Valvoline Instant Oil Change *** / North Harbor BlvdFullerton, CA 92835Office:? 714-871-

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

I am rejecting this response because: after showing and speaking to an former ford dealer auto mechanic he said it was seep not a leak. and 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 same. I had no problems with my car as far  as leaks or my drive way would be stained up. I have one stain and that's from my car and they say it water was frozen on it. if 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]

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Valvoline Instant Oil Change regarding...

complaint ID [redacted].
Regards,
[redacted]

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 11/10/15.  Our legal department is currently creating the...

document.Thank you,

Initial Business Response /* (1000, 7, 2015/09/15) */
According to our records the customer did visit our facility for an oil change. A few days later the customer returned to have the tires checked because the Tire Pressure Monitor Light came on indicating there was a low tire. At that time the...

Technician checked and inflated all four tires. A few days after the second visit the customer contacted the Service Center Manager in regards to a screw being in the tire. At that time the Manager explained to the guest that we could not be responsible for causing the issue. In our service centers we do not keep screws, bolts nails ect..ect.. Since we do not repair vehicles, we do not have those types of items present. additionally there has not been any work or construction to the exterior or interior of the building. Also given the time frame between visits and the allegation we feel it is more likely to have occurred due to everyday driving. We understand that this is an inconvenience to this customer, unfortunately we simply can not take responsibility for situations that are beyond our control or that did not occur on our property. As a sign of good faith we would be happy to offer this customer a coupon for a free oil change that can be used at any of our locations, the value of the coupon far exceeds the cost the customer incurred repairing her tire. If the customer is accepting, I would be happy to have the coupon mailed as soon as possible.

VIOC has investigated this incident and are sorry for the inconvenience of this. VIOC does not open up or fill brake fluid. We inspect the brake fluid level during the service by inspecting through the reservoir, at no time to we open the brake fluid cylinder. We have confirmed this by video...

review.
If there is supporting documentation to show our service caused a brake issue we will stand behind our service and take care of any issue we caused. From the information we have received thus far, we did not add any fluid to the brake reservoir so the issue brought to our attention could not have occurred at VIOC.
Please let me know if there is any other information available to help assist with our investigation.

Hello! Please be advised that payment for this claim was issued on 7/6/16 in the amount of $104.00. Check#: [redacted]Sent to:[redacted]
[redacted]
[redacted] Because we have to utilize the corporate customer care department for payments, we were unaware, until Mr. [redacted] sent his last update, that the claim was not paid. At no point was it our intention to “pass the buck”. We apologize if that was the impression, as it was never our intention. I sincerely apologize for this and hope we have resolved this matter and the Revdex.com can update the status please. Thanks![redacted]
 
[redacted]Field Recruiting SpecialistHenley Enterprises, Inc.D/b/a Valvoline Instant Oil Change1051B East Street, Tewksbury, MA 01876Main Office Tel: [redacted]
[redacted]www.vioc.comwww.henleycareers.com

Good Morning,Please be advised we need a few more pieces of information in order to properly reply to this complaint.However, not all VIOCs are owned by the same franchise or managed by the same Area Manager.Could you please specify which location this complaint is filed against?Thanks,[redacted]...

[redacted]@vioc.net