Valvoline Instant Oil Change

DO NOT TAKE YOUR VEHICLE HERE!!!!!!!
These people do not know what they are doing! They broke a part trying to change my oil and then returned my car to me wrecked 3 days later, and refused to pay for damages! WORD TO THE WISE....... I would suggest finding somewhere else to get your oil changed!

April 6, 2017Revdex.com151 North Delaware Street #2020Indianapolis, IN  46204RE: [redacted] CID: [redacted]Dear Ms. [redacted]:Thank you for making us aware of this customer concern.  We appreciate the opportunity to review our claim handling.Customer experience is always a great...

concern for us.  We have reviewed Ms. [redacted]'s claims and have forwarded a written response to her explaining the basis of our recent claim settlements.Should you require any additional information, please contact us at 800-354-2172, extension 1221081.Sincerely,Jeremy S[redacted]/gdAllstate National Catastrophe Team

Good morning,First, allow me to apologize for any inconvenience this situation may have caused. Regardless of fault, it is always our intention to provide the highest level of customer service and performance to all our customers when resolving these matters.  We do seek to resolve this...

situation as fairly and amicably as possible in good faith and business practice.Second, my apologies for the delay in response, as the initial emails were lost due to a server issue in our main offices. That being said, after reviewing the details of the incident, I have spoken with [redacted], Area Manager for the Arlington location (CC'd).  He would like the opportunity to speak with you, as well as the mechanic who handled the situation to review the information that was given, as well as the repairs.He can be reached via email, OR at [redacted].I will provide him with all of your information as well to reach out and contact you.Hopefully we can come to a fair resolution. Thank you![redacted] Field Recruiting Specialist[redacted]         D/b/a Valvoline Instant Oil Change [redacted]Main Office Tel: [redacted]Cell: [redacted]
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Purchased flooring from business and hired them to install. Grout was discolored white and chalky after installation. They were contacted immediately.
Phone calls, text messages, multiple service calls with no resolution of the problem after 48 days. We spoke with the grout company personally and eventually finished the job ourselves after our frustration with this company and its owner. They were not knowledgeable about this matter and continued to try methods over and over again, wasting time. They were paid immediately as they called the day the job was done requesting their money. I hesitated payment in full but was told NO MATTER WHAT WE WILL FIX IT even if we have to rip up the whole floor by the owner. I believe waiting 48 days with the job incomplete and looking a mess is not good customer service and poor business practice. We have finished the job ourselves and incurred time and extra cost, but at this point I am so fed up with this business and its customer service that I do not want to even deal with them again. I do want to have a complaint lodged against them and allow others to know about their poor customer service and quality of work.
They were very quick to rush to our house asking for the final payment even though the work was not up to par. They assured us the problem would be rectified quickly, yet it never was. The grout company told us this was due to the incorrect(too much)amount of water used by the company to clean after it was installed. They told us it was called effervescence and was a user
error.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Initial Business Response /* (1000, 10, 2015/07/10) */
My manager talked with the mechanic,Austin, that looked at the vehicle. He told my manager that there were no leaks noted and the filter and plug were tight. We reviewed the video in the store for this service and procedures were followed. The...

vehicle was run for 3 minutes to determine if there were any leaks after the oil change. The manager talked to the customer and told her that he would show her the video and discuss further if she wanted to come to the store to discuss it. She said she wou

Initial Business Response /* (1000, 5, 2016/02/11) */
Contact Name and Title: [redacted] Area Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@ashland.com
I was not made aware of the complaint until I received this notice, typically issues such as this are handled through our...

Customer Care department so we can work through them in a quick fashion. I investigated the claim with my team at that location and also recognize that the customer is very loyal to us. After talking with the team and investigating the claim, I accept the resolution that the customer proposes.

[redacted], my name is [redacted], I am the area manager for the location who received this complaint.  During the service, our technician noticed damage to the oil pan.  The damage was restricting the drain plug from strewing all the way flush with the oil pan.  In result this caused...

the oil to have a drip.  The manager informed the customer to get this fixed ASAP, and the manager also notated this on the customers invoice. The comments on the invoice where (drain pan is dented and damaged prior to servicing, because of where dent is oil drips from drain plug, rec replacement of oil pan, leaking oil from drain pan could result in loss of motor if not replaced, Valvoline is not liable for damage caused by leak).  On Friday March 27th I called customer about this issue, over the weekend the manager of the store drove out to look at the car.  He took pictures and videos.  After seeing the pictures and watching the videos, it was very clear that this vehicle had leaked oil from the drain plug but was due to where the damage was located.  On Monday March 30th I called customer and denied claim.  I believe that the customer did not take the information about the oil pan seriously and drove the car instead of getting it fixed.  Also in the letter from Revdex.com, customer did not give a specific dollar amount in the desired settlement.[redacted]Area Manager Valvoline Instant Oil Change

Phone response - we have contacted the consumer based on a customer care complaint (Valvoline in house) , the consumer has yet to respond to the calls made.

On 08/12/15 [redacted] came into our [redacted] location for an oil change.  Her car a 1997 Mercury Sable had 158,192 miles on it at the time. While doing her oil...

change, [redacted] stated to our technician that she was having problems with her car overheating. The technician recommend a coolant exchange service.  [redacted] declined at that time. Later that evening, [redacted] returned to our store and asked for the coolant exchange service to be performed. The car had to be left overnight at the [redacted] location because the car was overheating at the time and the technician could not do the service. On 08/13/15 the coolant exchange service was performed. On 9/4/15 [redacted] called the store and left her number wishing to be contacted.  The Area Manager called her and she stated that the car had been over heating and they were having to add water to it prior to us servicing it. [redacted] stated that she took her car to a certified mechanic and he told her the head gasket was blown. They told her that it was something that we should have seen. [redacted] wanted us to pay for the head gasket to be replaced. The Area Manager explained that her car had a preexisting problem prior to us ever servicing the vehicle. She was not happy with that answer. Stated she was going to contact the Revdex.com.  The Area Manager tried to explain that we could not see a head gasket issue as it is a internal gasket. It is our contention that [redacted] had a preexisting problem prior to us ever servicing her vehicle. [redacted] stated this in her own words to our employees and our Area Manager and now is asking us to pay and fix her pre existing problem. The Area Manager has refunded her the cost of the coolant service. We are denying [redacted]'s request.

See Attached:

Regarding claim  ID # [redacted]We reviewed this claim as well as inspected the vehicle at the mechanic shop once we were notified of this claim. After reviewing everything it was discovered that the customer had driven 3,763 miles since their service with us which is outside our 3...

months 3,000 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 2.5 qts. which is consisted with the oil consumption factor after driving over 3,000 miles. This lets us know that there was still oil in the vehicle lubricating the system. Also on their mechanic's assessment there was an issue with the timing chain which proves internal damage not due to the oil change. I spoke to Mrs. [redacted] and stated these facts and declined the claim.[redacted]Area ManagerHenley Pacificdba Valvoline Instant Oil Change

We have reached out to this guest a couple times with no return calls. We do not reimburse for lost wages. Please consider this matter closed.

We sent out an apology letter and a coupon for a free oil change on 1/25/18

[redacted] serviced his vehicle with us at Valvoline Instant Oil Change on 7/22/2016. Upon visual inspection our service representative recommended a replacement of his serpentine belt. The vehicle is 8 years old had at least 3 or more cracks per inch. He agreed to us removing...

the belt then we showed him the old serpentine belt and [redacted] said "Thank you". A few weeks later his wife called the service center demanding a refund of the serpentine belt,  I looked into it &I let her know that our service was not the reason for his problem with his vehicle.   Thank youID# [redacted]

Initial Business Response /* (1000, 5, 2015/12/10) */
Contact Name and Title: [redacted] Area Manag
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@ashland.com
Mr. [redacted] came in for an oil change. He had a prior issue with his vehicle before service. The vehicle has to have a...

starter relay to start the vehicle. He took it out of his vehicle and said we would need it to start his car. After the oil change was done, we attempted to give it back to him, he said no and we put it back in the car. Mr [redacted] wants us to fix something that we have no Responsibility for repairs on.
The SCM was trying to help him out, however paying for his repairs is not what we offered. After our video review, we determined that this was preexisting and we were not responsible. We were going to have a mechanic check it out for him, but explained he would be responsible for the bill. Mr [redacted] argued about it, and threatened one of our employees.

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I am following up with you regarding the aforementioned complaint for [redacted]. Please be advised this claim is denied as our service video verifies everything was performed correctly. We request you consider this as our final decision and close out this matter. Please advise if further assistance is required. _____________________________  Thank you, Marquesha B[redacted]Valvoline, Customer Service Representative II [redacted] 
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I have talked with the customer and when we last spoke, he complained of issues with his car not wanting to stay running. It would start, but would stall. Many times the cause of this is fuel related and may or may not be related to the issue that he had at our Service Center. I told the customer...

that he should get the vehicle checked out at a reputable repair facility so that we can diagnose the problem. I recommended [redacted] Automotive since they will prioritze our customers and will give an unbiased assessment of the problem. I also told the customer that if the problem was deemed related to the issue in our Service Center, we would correct the problem. If it was not deemed related, he would be reseponsible for the diagnosis and any related repair costs. That was the last conversation that I had with him and until I know what is wrong with the vehicle, there isn't much more I can do at this point. If he has it looked at and provides documentation as to what is wrong with the vehicle, I will be more than happy to discuss it further.[redacted]

Here is the copy of my invoice. I tried to include it in my original message but it was rejected.  Thank you[redacted]

Sent the following email to [redacted]:Good evening [redacted],            Thank you for contacting Valvoline Customer Care. We are in receipt of your Revdex.com complaint # [redacted].While Valvoline Instant Oil Change is committed to customer care and...

excellence at each one of our locations, we regret to hear we failed to meet your expectations. We want to acknowledge your dissatisfaction as this is the first time hearing of your issue. We do not condone gender discrimination within our facilities. I will be happy to open a claim for proper investigation and follow up but first, need additional information to processed.Please provide the store location you visited, invoice number, or vin number to locate your recent service visit with us. We would like the opportunity to address any issues and concerns you may have. Once received, we will be happy to notify upper management of your complaint for a satisfying resolution. We do value your business and wish to preserve your trust in Valvoline. We look forward to hearing back from you.                Thank you, Marquesha [redacted]Valvoline Customer Care Specialist II[redacted]