ComplaintsforValvoline Instant Oil Change

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2 Aug 2024 ********** tank. Trip odometer showed 481 miles driven since we started. Had oil change performed at Valvoline Instant Oil Change ********************************. ******* miles. Used $15 off coupon. Valvoline tech over-filled coolant overflow tank all the way to the top causing the car to overheat and blow the head gasket. We were stuck in *******, Il, had to get a room, then had to rent a car to get a uHaul with a tow dolly. Car needed to be towed back to *********. 9 Aug 2024 received call from ******* with Valvoline ************* ************ reference ID# ******* 9 Aug 2024 called VCC at 1pm. Spoke with *****. I was told that someone from the service center would reach out in 2 business days, after they review the camera footage.16 Aug 2024 12:08pm. Called VCC because no one has called back. Spoke with *******. Told I would be called this afternoon. 5:26pm. Called VCC because no one has called back. Told that it would get escalated to the Area Manager.19 Aug 2024 2:25pm. Called VCC because no one has called back. Spoke with ********. Spoke with *****. Gave statement about what happened. Said he will speak with Brooklyn (Store Manager) and call me back.19 Aug 2024 4:15pm. Called VCC after message was left for us. Spoke with ******. Said to contact them again between 2pm and 3:30pm on 20 Aug 2024. 20 Aug 2024 2:07pm. Called VCC as requested. Spoke with ****. Escalated to Market Manager, *******. Said I would be emailed a copy of the escalation.22 Aug 2024 11:36am. Received a call from VCC and ********, the manager for Valvoline instant oil change in *******, **. Brooklyn confirmed that the service tech added coolant to the coolant overflow tank, even though the tank was already at the MAX level. Despite admitting to the service tech performing this destructive act, Brooklyn says they are denying my claim.

  Business response

  08/26/2024

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Our records indicate the management team reviewed the services you received during your visit and denied your claim. This denial is due to the fact that the coolant in his vehicle is not pressurized, and would not result in the vehicle overheating. We stand behind the decision to deny the claim. If you have additional information that you feel may change this outcome, please contact our ************* team directly at ************. This claim is denied, closed, and no further action will be taken.

  Customer response

  08/28/2024

   
  Complaint: 22194518
  
  I am rejecting this response because: ****** (and my experience working on cars) says you are 100% wrong. Furthermore, you admitted to the service tech overfilling the coolant overflow reservoir.

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  I will be happy to provide as many articles as needed.

  Sincerely,
  
  *******************

  Customer response

  09/06/2024

      I'm adding 2 pictures and this detailed explanation, because I don't believe that the issue has been understood correctly. In pic1 you will see I have labelled the radiator cap as "A" and the coolant overflow as "B".

      Under normal conditions, the radiator is completely full. As the vehicle is being operated, the coolant heats and expands. This is why the radiator cap (A) has a spring in it. This spring is calibrated to compress when the pressure from the expanding, heated, coolant in the radiator, becomes greater than the pressure of the spring in the cap. This is done to protect the engine. The expanding coolant then travels through the coolant overflow tube into the coolant overflow reservoir (B). 

      In pic2, you will see that the coolant overflow reservior has a MAX level circled in red. The reason the MAX level is only about half the capacity of the tank is because there needs to be room to accommodate the heated, expanding, coolant coming from the radiator. 

      When the tech at Valvoline filled the coolant overflow reservoir to the top, they eliminated any room for expansion of the coolant in my radiator. This directly led to the car overheating and blowing the head gasket. The assertion by Valvoline that this is not a pressurized system is incorrect. The entire system is pressurized. That is how it works.

      Please reevaluate. Thank you.

      

  Customer response

  09/06/2024

  Pictures 

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