Valvoline Instant Oil Change

I am posting this review to document a very concerning service experience at this Valvoline location. After being informed there may be an oil leak, I clearly stated that I did not want the service performed and wanted to stop and discuss options. Despite this, the technician proceeded anyway. I was later given conflicting explanations — at one point I was told the technician did not hear me decline the service, and at another point I was told the oil tray had already been dropped before I was informed of the issue. At no time did I provide written or verbal authorization for the work. When I questioned the charge, it was not to avoid paying for legitimate services, but because the work had been performed without my consent. I attempted to address the situation calmly and asked for it to be reviewed. Instead, the manager, Toni, did not attempt to de-escalate, clarify authorization, or work toward a reasonable resolution. I was told payment was required before I could leave with my vehicle. While I was disputing the charge, law enforcement was called. I was informed I could face theft-related consequences if I did not pay, even though this was a dispute over whether the service had been authorized. To end the situation and avoid further escalation, I paid in cash. A police report was made. This experience was alarming and unacceptable. I was willing to discuss the situation and resolve it appropriately, but the lack of professionalism, contradictory explanations, and escalation to law enforcement over a consent dispute raise serious concerns about customer service and management practices at this location. I am sharing this to encourage review of authorization and dispute-resolution procedures.

I am beyond upset about this experience. My girlfriend went in for a simple oil change, her first time at this shop and in a new city, and was immediately told her car was “leaking very badly.” That alone was stressful. After hearing that, she very clearly said she did NOT want the oil change and said never mind. Despite this, the mechanic (Tony) went back under her car anyway. She assumed he heard her, only to be told afterward that he had already dropped the oil — which from what she saw did not even appear to be true. He then claimed he “didn’t hear her” say she didn’t want the service and went ahead with the oil change anyway. This left her feeling uncomfortable, pressured, and completely disregarded. When a customer says no, that should be the end of it. The lack of communication, accountability, and basic respect was shocking. This was handled in a way that felt careless at best and dishonest at worst. I would never recommend this shop to anyone, especially someone new to the area who deserves to feel safe and respected.