Ft Collins

TL;DR The district manager is terrible but the location staff is amazing. I have been going to this Valvoline for all my oil changes since I moved here 8 years ago. The crew has always been efficient and friendly, always going beyond expectations. My last visit, which was almost a month ago on Oct 12th, found me working with Ricky as CSR, their Assistant Manager. He offered (a first with them) to do a cabin air filter check/replacement on my Mazda 3, having had the car for 80k miles and it being an in-cabin replacement, this was new and previously never checked, so I accepted. Ricky looked at some instructions provided for this replacement and went to work. After unscrewing a panel under my passenger dash and peeking around I suddenly had a spewing leak of coolant (which was very hot) geysering into my car. Ricky was very apologetic, claimed fault for the damage and promised they would cover the leak. After a similar response from the manager Ayla, they looked around to discover what was damaged. (my heater core, nowhere near where the cabin air filter lives mind you, and unbeknownst at the time is a $3,000 replacement.) They did a quick investigation, took some pictures, and Ayla went in the back to make some calls while Ricky and the crew topped my fluids and finished up with the oil change. I assumed she was getting in contact with corporate and a mechanic nearby to get my (now undrivable) car fixed, as I needed to pick up my partner from the hospital within the hour. I suspect at this point, (as I prepare to serve papers for small claims court.) that their district manager Jaden was instructing Ayla to get as much documentation as possible to state that they were not responsible for the leak, and it was a pre-existing condition, as she continued to come back and check on the leak, its surrounding parts, take pictures, and have a private conversation with Ricky, while I sat in my car waiting to hear on a fix. In the end, both Ayla and Ricky apologized profusely for the incident, doing everything they could to help me out. They comp'd my oil change completely, topped my coolant and sent me with a full jug so I could pick up my partner from the hospital and take her home. They said that since the damages were "pre-existing" and that they merely "uncovered" them (though I didn't have a coolant leak when I came in with my car and suddenly did, and a certified mechanic has since told me otherwise) that they couldn't cover the repair expenses. DESPITE this - Ayla still went above and beyond, giving me recommendations on local mechanics nearby, and even calling me after I left to again apologize and ask me to reach out if I needed any further assistance she could provide. Meanwhile - After speaking with corporate on the phone for nearly a month, and absolutely no response from Jaden even after a certified Letter of Demand was delivered to cover the cost of repairs, I'm taking legal action. 5 stars for the mechanics and technicians in the shop, 1 star for the man behind the screen making the decisions.

I've been to so many great Valvoline shops and this place missed the mark. I asked them to check my tire pressure because they were visibly low. They did not. I got home and they read at 24psi (asked them to set to 30). I trusted them and I dont understand why they let me leave with low tires. At least they were friendly.(visited on 10/18)

Ayla is a bad ass. Always the best service.