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].  
Regards,
[redacted]

[redacted],   I am writing you to let you know I have spoken with [redacted] to notify her that we have sent over a refund that she was requesting which was processed on 12-19-2016.  I also did notify her it will take about 7-10 business days for her to receive the check for...

the service not to her standard.    [redacted] Area Manager Henley Pacific LA, LLC DBA Valvoline Instant Oil Change [redacted]  [redacted] The information contained in this transmission belongs to Henley Enterprises, Inc. and may be privileged, confidential or protected under applicable law. The information is intended for the use of the intended addressee only. Any use, dissemination, publication, distribution, copying or disclosure of the information by any other party is strictly prohibited. If you are not the intended recipient or have received this message in error, please notify the sender immediately. Thank you for your cooperation

Customer arrived Store Manager discussed oil choices and all costs with customer (inc.the extra quart of oil), as this is the store policy prior to service. (The price quoted and charged was the same as the Price Board posted in customer lobby). Customer chose Full Synthetic oil and his vehicle...

required an extra quart of oil, per manufacturer specifications.(Please see invoice) Owner, General Manager and, Store Manager all reviewed vehicle service as all vehicles are video recorded top(hood) and (undercarriage) bottom.On the video Store Manager removes skid plate, removes drain plug, allowed oil to drain, replaced drain plug, and cleaned area. Then he replaced oil filter. At this time the oil techs are recorded filling oil jug from oil gun with 6 quarts of new oil and pouring 6 qts of new oil from oil jug into vehicle.All above actions are standard policy and procedure.Customer was notified by Store Manager his invoice would be available Monday 1/8/18, as the printer broke that morning. Store Manager apologized for the inconvenience and as a courtesy removed the $5.00 standard labor charge for skid plate removal.The customer returned shortly after the service stating his oil light was still on. The Store Manager assured customer his oil was changed and he thought the oil light was reset, he offered to reset at that time, customer did not wish Store Manager to do so and left.We are very sorry he had a poor experience and apologize. Customers are the #1 priority. An invoice has been mailed to the customer and Store Manager will contact customer and offer to review video of the vehicle being fully serviced.Thank you,Valvoline Express Care

Mr. [redacted] came in for an oil change approximately at 11:00am. We performed a routine oil change and Mr. [redacted] decided on replacing a brake light bulb and his air filter. We performed our standard oil change procedure which includes showing the customer his oil level after we complete the oil change...

service. I 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 service. Mr. [redacted] arrived and I immediately started rechecking the service performed. I rechecked everything that we would have touched and everything looked correct. I 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 vehicle. As I rechecked the oil level I found the oil level to be slightly overfilled. The oil level showing on the dip stick showed was maybe a max of 1/4" of an inch over the full mark. I immediately showed Mr. [redacted] and was right up front that it was and the minor amount it was over filled would not with my 20 years of Automotive repair experience would not cause the issue he was having. I notified Mr. [redacted] that I was a certified Ford technician previously and that I had worked for them for roughly 10years. During 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 mileage. I cannot 100% remember the exact mileage he had stated it was either 13,000 miles or 30,000 miles past due on his oil change. I 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 usage. I also advised him that it may be a better decision to use a synthetic product to see if that would help his situation. After the oil change was completed(free of charge)and all component rechecked the vehicle seemed to run slightly better. We reshowed the oil level to Mr. [redacted]. I had advised Mr. [redacted] if there was any issues again to please give me a call. That was the last that I heard/saw Mr. [redacted] until the Revdex.com complaint.

Initial Business Response /* (1000, 5, 2015/06/22) */
Contact Name and Title: [redacted] , Area Man
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@ashland.com
Ms. [redacted] had experienced some issues after her Oil Change in February. She brought it back in and the employees looked it over...

for her and couldn't find an issue.
Had the oil changed at a different store in [redacted]. They went ahead and replaced the drain plug and gasket for her.
Ms. [redacted] had asked for a diagnostic test to be done on her vehicle. While talking to her, we asked if there were any signs of issues( knocking noise / oil light on). There are no signs of damage to be able to diagnose the issue, this is why we have denied paying for a diagnostic test. We have offered to come out and clean her driveway for her, she said she would call me back on it. We will contact her to arrange a cleaning.

Good Afternoon!We are sorry to hear of the unfortunate circumstances regarding the service received at our location in Methuen.It is always our intention to make sure customers are 100% satisfied and know how much we value their business.In an effort to correct this issue, I researched all oil...

changes performed at the Methuen location and could not find any service under the name [redacted] in the month of September. Noting in the complaint there are multiple vehicles, I am wondering if it is under a different name?Is there an invoice number?Licence Plate?VIN? I have spoken with the Service Center Manager and we are both eager to resolve this issue.It is always our intention to be fair and honest with all customers and, of course, to do the right thing.Please feel free to contact: [redacted] at [redacted] reply to this email with more information so that we might resolve the complaint amicably and in the best interest of both parties.Thank you![redacted]Area AdministratorValvoline Instant Oil Change[redacted]

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 2 oil changes . bottom line THEY CAUSED THE OIL LEAK. HORRIBLE WORK DONT EVER TRUST TO TAKE YOUR VEHICLE THERE THEY DONT STAND BY THEIR WORK

We are in receipt of this Revdex.com complaint. Our upper management team is reviewing the information at this time. We have an open claim in which we ae actively working to get resolved. We will follow up with you with our final determination. Thank you,Valvoline Customer Care

We did an oil change on the consumers vehicle, after which she noticed an oil leak.  She took the vehicle to a dealership, instead of returning to us to address the issue.  The dealership put in an aftermarket oil plug,designed for an aluminum oil pan.  Unfortunately, hers is steal and this stripped the threads.  If the consumer would have brought this to our attention first, we could have easily addressed the issue before any damagewas done to the engine. Therefore, after careful review, we are denying this claim. We wish to close out this matter based on the information provided.

We are in receipt of this complaint. We will be notifying upper management of her request for video review. We have left Mrs. Roldan a voice message requesting proper documentation of repairs for further reconsideration.

[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

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 4 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 co. Caused and my repair bill to fix it so we closed out the Revdex.com complaint then..its been 2 months since this and I have received no payment from valvoline at all... What can we do about this as it surely seems that they just passed the buck on this issue.....thank you I would like my 35.91 and my payment of 68.09 for repair of the problem to be sent by check or money order sent to me
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/01) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@ashland.com
When there is an issue, we would inform our guests of the problem. However if it comes in with a temporary plug, we will go ahead and...

work with it. There is no way to know for sure where the temporary plug came from. We had only 1 record of the vehicle being serviced by us.
In addition to that the Vehicle has over 95,000 miles on it, and the threads wear out over time. This is from routine maintenance being performed. A temporary plug can be used, rather than an expense for the guest due to wear and tear of the vehicle.
At this point, we do not believe we are responsible for the damage.

To whom it may concern at Revdex.com,Our [redacted] location was offering an Oil change special of $19.99 "Early Bird Special" from 7am till 9am for a limited time to give back to our customers and to bring in potential new customers. Unfortunately due to the cost of oil we were only able to offer that...

price for the Conventional motor oil. Many 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 claims. The 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 ours. We are sorry for any inconvenience this may have caused and we did not in any way mean to "false advertise" on an Oil Change Banner.Sincerly, Valvoline Instant Oil Change

Good Afternoon!First, allow me to apologize for the delay in response as I was out of the office.Second, allow me to apologize for any inconvenience or dissatisfaction you may have endured as a result of the service you received in our service center.It is always our intention to provide the...

absolute best service possible and, clearly, in this circumstance, this was not the case.If you could please provide us with a copy of the receipt via e-mail, we will happily review for your reimbursement.   Thank you![redacted]

Customer came in on October 22, 2016 for a New York State motor vehicle inspection with mileage of193,378. During the inspection our inspectors noticed safety items that are not legal to pass NYinspection. The inspection, by law dictates one of the front wheels be removed; the left front...

wheel/tirewas removed to inspect suspension, brakes etc. When the wheel/tire was reinstalled we used a torquestick attached to an impact gun while the vehicle was in the air to tighten it, then hand torqued the lugnuts using a torque wrench (lOOlbs) when the vehicle was on the ground. We have video to support ouractions of the entire process.On October 24, 2016 the customer came back for a re-inspection (mileage of 193,483) of the vehicle andthe components that had failed. During this re-inspection, we raised the vehicle and started to performthe inspection. The customer came out of the waiting room and told us we should only be checkingwhat had failed originally, nothing else. We continued with a thorough check of the vehicle, includingchecking for any play in both the left front and right front wheels; there was no play and nothing wasloose. No wheels/tires were removed as our inspector was able to assess the repairs by turning thewheels mounted to the car and inspecting the repair by hand. The vehicle then passed inspection andreceived an inspection sticker. We have the re-inspection on video as well.On November 9, 2016 the customer called letting us know that the left front wheel and tire came off thecar while driving. The vehicle had been driven nearly 1000 miles since it left our location on October 24,2016. After conducting a thorough investigating, including speaking with the customer, the techniciansand analyzing the video it was determined that the customer had fixed the vehicle himself after it leftour location as admitted to by the owner. All of our video shows that we performed our service withoutflaw. What happened to the vehicle after it left our care, and nearly 1000 miles later, is the responsibilityof the owner. Obviously, if the wheel was left loose on October 22, which video shows wasn't, onOctober 24 we would have noticed it checking for play in the wheel tire.Because of the evidence collected, the claim was denied.Daniel [redacted]General ManagerBuffalo Lube Associates LP

[redacted] When [redacted] came in for service we preformed our normal visual inspection. Upon 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 us. It was not until 2 weeks later Upland was able to see a non-related problem only because it had just occurred. Our recommendation of the serpentine belt replacement was not at all the reason for his harmonic balancer issue. As 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 responsibility. Thank youID#[redacted]_____________________________________________________[redacted]S...⇄ Center Manager [redacted]Henley Enterprises / Henley Pacificdba Valvoline Instant Oil Change [redacted] / 4002 North Harbor BlvdFullerton, CA 92835Office: 714-871-9980

To Whom it may concern,
Please be aware that the service center manager ([redacted]) was informed of this claim, but could not in good business practice assume financial responsibility for the choice bills accumulated after the incident.  Ms. [redacted] never allowed us the oppotunity to...

look at the vehicle and/or correct any mistakes that may have resulted in post service costs.
However, we understand the inconvenience our service may have caused her and wish to make this right by providing her the service again at no charge.
Please contact [redacted] at [redacted] and allow him the opportunity to resolve this issue in good faith and business practice.
Thank you,
[redacted]Customer Service

This letter is in response to the communication received from the Revdex.com regardingcomplaint #[redacted].The customer came in for an oil change on July 18, 2017 with an odometer reading of 131,862. Weperformed the oil change as per manufacturer specifications, showed the customer the...

new oil and gavethem a service reminder of 3,000 miles, as per the manufacturer and Valvoline.On or about November 20, 2017 Valvoline received a call from the customer that read "customer tookthe car to a friend who was a mechanic to have an oil change. Friend noticed oil filter was not installedproperly?, engine is damaged". This friend then changed the oil and the filter in the vehicle as accordingto the customer, there was oil on the tip of the dipstick which means it was low on oil by roughly 1quart. We were never able to see any improperly installed oil filter or have any record of it.On November 24, 2017 the customer brought his vehicle back into Valvoline so it could be looked atwith now 138,085 miles on the odometer (double the manufacturer recommendation). As there was noevidence of the original Valvoline oil filter, there was no way to tell if it was installed wrong, however anoil filter that is leaking will NOT last over 6000 miles; all the oil would have come out of the vehicle andthe engine would have seized. Additionally, we know from the customer that there was in fact oil in thecar when the oil was changed and that a vehicle with 140k on it will burn oil. We looked the vehicle overand found that there were three check engine codes present, all from misfires and no oil residue fromwhere the filter was mounted. There was a slight ticking in the top of the engine, but with a vehiclehaving almost 140,000 miles on it, that is to be expected. The engine was running and had goodcompression on November 24,2017.Since the customer is not following the maintenance schedule by exceeding the oil change interval twiceover, and that there is no proof that there was any negligence? we have denied the claim.

Hello [redacted]
 
Customer Complaint ID# [redacted] has been resolved. I apologize for not reaching out to...

you sooner. 
Thank You and have a Great Day.
 
 
[redacted]
Service Center Manager
Henley Pacific - [redacted]
Dba Valvoline Instant Oil Change / 7981 El Cajon Blvd., La Mesa, CA 91942
Service Center: 619-668-5602
Cell: 619-[redacted]
Fax: 619-[redacted]