Fairbanks

Poor Customer Service — Will Not Be Returning I’ve been a returning customer at Valvoline for a long time because the service is usually quick and convenient, and I’ve generally had a good experience. I’ve overlooked a couple of issues in the past, but today’s visit was disappointing enough that I will not be returning. I came in for a standard oil change. Christian was the employee assisting me, and unfortunately, his demeanor came across as dismissive and unhelpful. After opening the hood and going through the usual oil checks, he showed me the air filter, which was fine. However, he then told me I had a major oil leak, stating that oil was sprayed across the top of my engine and on the underside of my hood. That is a serious concern to tell a customer, yet he provided virtually no explanation and simply walked away. I had to call him back and ask questions myself. When I asked to get out and look at the issue, I was told I couldn't, but that he could take pictures. He showed me the pictures, which appeared to show oil residue on the engine. I understand that an oil leak can have several causes, including a gasket or another component, and I'm not claiming to know the cause without a proper diagnosis. However, given that I was there for an oil change, I am concerned about whether the oil filter or another part of the service could have contributed to the problem. At a minimum, I expected a clear explanation of what was observed, what it might mean, and what steps I should take next. Instead, I was left with a serious concern and practically no guidance. On top of that, the usual checks of my vehicle's lights were not completed. I had to ask whether they were going to check them, and Christian responded that they could. By that point, I had lost confidence in the service and was ready to leave. This was a frustrating experience and a significant departure from what I expected as a longtime customer. If an employee is going to tell someone they have a major oil leak, they should be able to communicate the concern professionally, answer reasonable questions, and provide some direction rather than leaving the customer to figure things out. Considering the poor communication, incomplete checks, and time and hassle this visit caused, I believe a refund is warranted. My advice to other customers: these quick-lube locations can be hit or miss. I've had better experiences in the past, but based on today's service, I cannot recommend this location. Valvoline needs to take customer service and the quality of its inspections more seriously.

Fast and convenient service.

Staff was very friendly and quick.