The complaint has been investigated and
resolved to the customer's satisfaction
Valvoline Instant Oil ChangeBad service

My fianc©, Michael, went to Valvoline to get his oil changed at 449 Connecticut Ave. Norwalk, CT 06854 on Saturday June 28, 2008. After the technician was done with his oil change the technician had trouble closing his hood. He began fiddling with the latch with a screwdriver and spraying some grease on the latch to help close it. After he got the hood to close the technician said nothing about the car being unsafe to drive. Mike has never had any problems closing his hood.

Mike then left Valvoline and drove down the Merritt/Hutchinson parkway to Mamaroneck. When he got off the highway his hood flew open. Luckily, he did not hit anything and his windshield did not break. He pulled over and called AAA. Mike had to wait 3 1/2 hours for AAA to come tow his car back to Norwalk, CT. While Mike waited for AAA to come he called Valvoline and spoke to the Service Center Manager, Nick Nichols. He apologized for what happened and told Mike to get an estimate for the damages and bring it into the store.

On Monday I took Mikes car into two body shops and received two estimates for the damages. I drove over to Valvoline with the estimates. Nick Nichols was not there, so I spoke to whoever was in charge (I dont remember his name). I gave the man the two estimates and said, Here are the estimates I got, but I would be happy to go anywhere you would like to get Michaels car fixed. This supervisor got Nick on the phone to speak to me. Over the phone Nick said to me, I spoke to my supervisor, Todd Cooper, who said we are not responsible for what happened. If you have a problem with this, take it up with Todd.

I tried calling Todd Copper [protected]) at least six times with no response. The last time I called, the woman who answered the phone told Daisy, If Todd has not returned your phone call, he is not planning on it. The last message I left to Todd said I was filing a complaint with the Department of Consumer Protection. As of July 17, 2008 Todd Cooper has not returned our phone calls.

Consumers should know that Valvoline does not take responsibility for closing your hood properly after an oil change. If Mike was on the highway when his hood flew open he could have been killed. If there is any more information you need please contact me at Daisykummer AT

Thank you in advance for your help in this matter


  • Al
    Alayna4347 Jan 03, 2014

    I will never use Valvoline again. I think that of course each problem is accountable to the mechanic, but it's obviously a larger problem if a lot of mechanics that are hired to work for Valvoline are screwing up. I went to Valvoline for an oil change and they said that my oil filter needed changing. I said, ok, change it, and that was that. 2 months later, the "plug" they had placed on it, had slipped off, because it was a "slip tie" and not the original plug for the fuel filter. This resulted in a car that wouldn't start and the gas flooding when I tried to start it.
    The fire department had to check the area for safety and my car was towed to different mechanic, which told me what had happened and repaired it. He informed me that the plug itself only cost $10. $10 they weren't willing to pay for a potentially fatal mistake.
    They still have not payed me back for the repairs that I had done, and I'm pretty much 100% pissed off that a corporation with such little respect and standards even exists!

    0 Votes
  • Ri
    Ripped Off By Valvoline Jul 21, 2011

    On July 6th 2011 I had my oil changed at Valvoline Instant Oil Change in St. Peters MO they convinced me that using 5W-40 synthetic oil was in my trucks best interest".

    On July 15, 2011 my truck would not start I had it towed to JC Car Care who did a diagnostic/pressure test, the oil pressure was at zero, they changed the oil to 15W-40 diesel oil which is what FORD Motor CO the manufacturer of my vehicle recommends and the vehicle started and has been running fine since".

    On July 19th I visited the Valvoline shop and informed Jerry Creach the Manager of the problem and presented him with the bill from JC car care which detailed the repair and specifically states that the vehicle mfg/. does not recommend synthetic oil in these vehicle and that they also only recommend the use of 15W-40 oil!. Any other oil can cause serious problems.. He made a phone call and told me that it was not the oil and there was something wrong with my truck and they were not responsible;.

    On July 19th I made a phone call to Valvoline's customer care hotline at [protected] I spoke with a lady named Terra, she looked up my invoice then looked in a Valvoline cross reference guide which in fact confirmed that the local Valvoline store had used the wrong type/weight oil and the problem was their responsibility and that she would be opening a claim and I would be contacted within 24 hours". She then later lied after talking to Chris the area manager. The whole company is full of LIARS.

    On July 19th I was contacted by a man named Chris who identified himself as the Area Manager for Valvoline, who became very rude told me the oil could not cause the problem and the problem with my truck was a weak oil pump and that he had independent information that showed that the use of 5W-40 oil could not cause this problem and would work fine in my truck, I then asked him to send me a copy of this information to which he answered he couldn't, it wasn't available or he couldn't access it:. I call BS... I requested he call the mechanic at JC Car Care that worked on my truck, which he did, along with another expert named Lou Craven at a company called DTI who also told Chris at Valvoline that the thin oil was not recommended and that he had seen this cause problems in diesel engines more times than he could count.

    In addition on July 18th 2011 I went online and payed $38.00 to speak with an ASE certified Ford diesel mechanic through JUSTANSWER.COM I explained to him the problem and asked if a weak oil pump would cause this problem, his answer "NO it is likely just the oil because your 2006 6.0 calls for 15W-40 and the 5W-40 is just to thin. Your oil pump is just fine." He also supplied me with a page from a Ford tech manual that shows that the recommended oil is 15W40 super duty, I have a copy of this tech manual.

    Also on July 18th 2011 I contacted the local Ford dealer Pundmann Ford In Saint Charles MO I spoke with a technician there who said again that the only oil Ford recommends for this vehicle is 15W-40 and light weight oils tend to foam and mess with the fuel injectors causing a lack of pressure which doesn't allow the diesel engine to fire.

    It should be noted that Chris the area manager from Valvoline spoke to the same people and claims that they never said these things. I spoke with my mechanic after his call with Chris and we compared notes and caught him in a couple of lies.

    I also spoke with a man named Mike at Valvoline who is supposedly a technical guy, who also was very rude and basically told me that none of these people I have spoke with have a lab including the Ford dealer so we don't know what we are talking about.

    In the face of all the supporting documentation that I supplied Valvoline including a bill for $400.00 from my mechanic for diagnosis and changing out the oil to the correct stuff. Valvoline still denied my claim.

    Are these the kind of people you want to give your hard earned money to? I will certainly never spend another nickel with these incompetent liars. Do yourself a favor learn from my misfortune and BOYCOTT VALVOLINE!

    0 Votes
  • To
    Todd Cooper Nov 23, 2010

    I agree with Mr. Consumer. You should get the services you requested and expect each and every time. We work hard to train our people to follow due process, and complete all the tasks of servicing a vehicle. Unfortunately, some people choose to take short cuts thus affecting the customer. We are in the process of expanding our camera installs, which do include the lower bay area. We also have a full time security advisor that monitors and directs us to possible training needs. Those who are witnessed doing any short custs, are promptly retrained, or relaesed.

    0 Votes
  • To
    Todd Cooper Nov 23, 2010

    This vehicle had a pre exhisting hood latch related problem. Our technician didn't even close the hood, the customer did. We are a very reliable and responsible company, that stands behind its workmanship and products. It is an unfortunate situation for everyone involved. (Todd Cooper)

    0 Votes
  • Mr
    Mr Consumer Jul 31, 2009

    I took my truck to valvalvoline for oil change and lub. I make it a point to say "make sure you grease all the fitting. They finished and printed out the paper that showed 10 fittings were lubed. I paid and then left. When I got home I checked serveral of the grease fittings and they had not been touched. I have worked on cars for 45 years and can tell the difference. I went back and told them what I thought about their operation. In my opinion when I pay for a service and don't get it to me it is the same as me getting and oil change and driving off without paying. No better than a shop lifter. This is the second time this have happen and it was not the same place. This makes me wonder just how many times people have only got half the service they paid for. I do not believe for a moment that this was an oversight. Change oil, filter, and grease and of course try to sell you some other service. A word of advise, just because it is printed on your receipt doesn't meant it was actually done. I know it sounds so impressive when they walk around your car yelling out stuff that you can see that they are doing, it is under the car where you can't see that seems to be the problem. Here's a suggestion put a closed circuit TV monitor in the pit so atleast some people can watch and know what they are doing.

    1 Votes
  • To
    tom Sep 30, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I was a Service Center Manager a year ago for Valvoline Instant Oil Change. I cannot disagree more with your statements that Valvoline should be held responsible. If the the hood on the car does not close, unless you have evidence that one of the employees did something to it before it would not close then it is not Valvoline's fault. The vehicle should be properly maintained, and that includes the hood latch. When you open the hood of a car all the technician touches is a small lever, therefore the problem was pre-existing and was your husband's responsibility to have taken care IMMEDIATELY.

    That would be like taking a computer with a small virus to the geek squad at Best Buy, and having them put on a new OS. Then when you turn on the computer later the virus just takes over.

    It is not Best Buy's fault that the condition was pre-existent.

    People always brought in cars and tried to pull ignorant stuff like this. Don't rely on other people to know you're car for you, know your car yourself.

    1 Votes
  • Fr
    Fred Sep 17, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Your husband new there was a problem closing the hood! Did he check it? If so then, it was his mistake... Valvoline wouldn't allow a car to leave with a problem. Have valvoline check the video tape. Maybe your husband lied to YOU.. So you wouldn't ### at him...

    0 Votes
  • Li
    Lisa Jul 31, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Well, this technician was working for his employer which happens to be this company, then the company is responsible. That is why every company has to pay insurance just in case their company ###s up regardless which employee messes up.

    I would sue. I'm sorry but if I go somewhere to service my car and a technician messes up then the company is RESPONSIBLE.

    If I were you, get a lawyer and draw up the paperwork. I am 100% sure you will receive a phone call from Todd really quick!

    -1 Votes
  • Ci
    cindy Jul 30, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I disagree with what your saying about Valvoline, i work at a Valvoline, and we do not treat our customers cars that way. It was obviously the technician who screwed up not the company.

    0 Votes

Post your comment

    By clicking Submit you are agreeing to the Complaints Board’s Terms and Conditions



    Unhappy consumers gather online at and have already logged thousands of complaints.
    If you see dozens of complaints about a certain company on ComplaintsBoard, walk away.
    One of the largest consumer sites online. Posting here your concerns means good exposure for your issues.
    A consumer site aimed at exposing unethical companies and business practices.
    ComplaintsBoard is a good source for product and company gripes from especially dissatisfied people.
    You'll definitely get some directions on how customer service can best solve your problem.
    Do a little research on the seller. Visit consumer complaint websites like ComplaintsBoard.