Valvoline Instant Oil Change

Staff was professional. Courteous, a d friendly. Explained the process and set proper expectations.

I was assisted by CSR Jake when I came in for my oil change, he told me my battery was in need of a replacement soon and I asked about coming back Friday and he said that would not be a problem. Fast-forward 30 minutes later and my battery is dead and in the middle of rush-hour on Highway 287. I ended up with a special needs client stuck in the middle of a dangerous highway with people driving high speeds around the stalled car. The police had to push my car To safety until AAA could arrive. AAA confirmed it was just a dead battery they they helped me get a new one. So obviously this misinformation lost you a sale and a customer. I returned today to talk to Jake and explain that there is a major problem with the information that he gave me. I said that it seemed like he was aware that Chevy Malibu, the car I brought in for service, have a stop and start mechanism that turns off the engine every time it comes to a stop for longer than one second which puts a significantly larger strain on the battery than other vehicles. I shared that newer models have a button with which to turn off that mechanism, but older ones don’t. He stared at me blankly, showed no sympathy or consideration in his tone, his facial expression, nor his words as I shared this information with him. His only response was to justify why he was not accurate because how he had no idea that there was this stop starter mechanism in Chevy Malibu. He tried that statement multiple times. I reminded them as the manager of a location that assesses the lifespan of batteries that’s information he needs to be educated on, and that was why I came back to make sure he didn’t put other people into this very dangerous situation. He did not show sympathy, concern consideration for the dangerous situation I was in after leaving his care, or oany kind nor an apology. I stopped him after the second attempt to justify why he had no idea and therefore gave me false information and said “look you haven’t even given me a apology” and he was like I have been “trying to apologizing”, and yet those words had never come out of his mouth. At this point I had lost patience with him, and I let him know that because I’ve worked customer service for over 20 years, that learning how to respond to a customer appropriately when there was a error or failure is also a skill any manager will need to succeed. I shared that apologies need to come first before justifications. At that point, I let him know that I will be leaving a one star review and letting people know exactly what happened. He said OK and watch me walk away. He made no attempt to rectify the situation or to keep my business. I will say that the people top side and bottom side working on the car themselves were really wonderful. I highly discouraged you going to this location until they’re willing to at least show empathy and consideration when they are lacking the information to health their clients and then it inadvertently tell them to proceed in a manner that it’s going to get them broken down in dangerous situations within 30 minutes of leaving. Seriously, no empathy no apology for giving me false information. No coupon to try and encourage me to come back.

Quick, knowledgeable, did an awesome job