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Valvoline Instant Oil Change complaints

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850 West Redlands Blvd.
Redlands, CA 92373 | Get Directions

(909) 491-2230

https://store.vioc.com/ca/redl...

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Total Amount in Dispute:
$5,000.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Valvoline Instant Oil Change closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Valvoline Instant Oil Change

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8/31/2023

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $5,000.00 Amount Settled: $0.00

Customer Complaint

8/2/2023

Consumer alleges: I've been a customer for quite awhile. They have my vehicle on file. I drive a 1994 Chevy Truck 5-speed manual transmission. The young man Devon recommended me to change my transmission fluid, so there was a special for the day. I said OK go ahead. They took 30 mins. more than usual because Devon said they had trouble putting on the plug. He finally came up to me and said they fixed the problem and everything is ok. I paid the fee and I was on my way home. I drove the truck for 2 days and I was on the highway when the gears wouldn't get my transmission wasn't going into gear. So, I went back to Valvoline and explained the problem. The young man checked the fluid and he said there was no fluid in my transmission. So, he said he will fix the problem for free. I said ok, but noticed that the next few days I couldn't get it into gear. I took to a transmission shop and they explained that since they didn't put the plug back in correctly, because of their negligence and now the problem is called sincrasi, when the gears are not going in smooth. That caused grinding and even totally gets worse and it will leave me stranded. I go one estimate from a transmission shop and they said $3,000 to $5,000 for a new transmission. I told that to Valvoline and they said they will not be stuck with paying that bill. Resolution Sought Please take responsibility for messing up my transmission. The repair was not done correctly.

Company Response

8/9/2023

Hello, Our records indicate that our management team called our Customer Care department to document the issue on case # CS0476641. It was confirmed via DVR that the service was done correctly, the fluid level was correct, and our management team offered Oscar to come into the service center to review the DVR footage to confirm everything was done correctly. Since it has been confirmed everything was done correctly our management team did deny the claim and this was communicated to the guest from both the service center manager and the area manager. Please let us know if you need further information. Thank you, Andrea Digital Coordinator Valvoline Customer Care Live chat: www.vioc.com Email: customercare@valvoline.com Phone: 800-327-8242

Customer Rebuttal

8/13/2023

The transmission change was not done correctly the first time. This is what caused the grinding and gears to not go in correctly, which is something that is called "sincrose", which means that if the vehicle is continuously being used in this state, it will eventually break down. This is the reason why I returned for a second visit. If it were to be repaired correctly the very first visit, I would not have had to return for the second visit. If the initial problem were to have been fixed, why would I return for a second time for the same problem? The damage has been done from my first visit and now my transmission is broken. The young man that assisted me for my second visit knew that there was something wrong with my vehicle and looked very shocked and concerned about the state of my vehicle. I would like for them to own up to their negligence and take responsibility for the damages that have been done to my transmission.

Company Final Response

8/30/2023

Company states; To our knowledge, Oscar did not come into the service to review the DVR footage to confirm the service was done correctly. All of this information was relayed to Oscar from the assistant manager Jesus, the service center manager Devin, and the area manager Victor. Based on our findings it was determined that the service was done correctly so therefore we denied any wrongdoing. Attached are both invoices from when Oscar first had the service and when Oscar came back and on the invoice 04/10/203 you will see the notations regarding the hole that was drilled into the transmission unit.

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