Valvoline Instant Oil Change

Since I moved to the area, I’ve gone to this particular Valvoline for the past few years for routine oil changes. I’ve always had a good experience and attentive service. On my last visit, I expected an oil change but nothing else planned; I usually keep a fair amount of vehicle maintenance records. Thankfully, they checked my battery life and found it to be critically low. Something I’d not kept track of and was not on my radar at all. That particular weekend had temps with a high of 0°, and my vehicle was going to be sitting at the airport outside all day the next day. When I finally viewed my records I found my battery was last replaced 6 years ago! I truly believe the Valvoline crew saved me from an unfortunate situation. Leaving the airport all day with subzero temps and getting off the plane at 11pm at night after all day travel and then potentially (but probable) finding my vehicle with a dead battery would have been terrible! That would have sucked. Thank you Rochester Valvoline crew!! I’m so grateful for you!

This review is to document a serious safety failure and Valvoline’s refusal to take responsibility afterward. Take your vehicle anywhere else. Not worth the risk. Could cost hundreds or thousands. I went to this location only for an oil change this past fall. The mechanic, Josh, offered additional services including a tire rotation. I had just purchased the vehicle and had it fully inspected by Toyota in April, with everything coming back green, so I wanted to do the responsible thing and accepted the extra service. (I bought the vehicle from a very meticulous person that kept good care and saved every service record for the vehicle.) Immediately after leaving, my tire pressure light stayed on and I began hearing intermittent grinding noises, mainly in the wet weather. I live in Byron, and decided I'd reset the light once I got home, but it didn't turn off. I returned to the store a couple weeks later and was told it was likely debris or a loose flap underneath the car. No wheels or lug nuts were checked, and I relied on what I was told. I did put in a claim with valvoline that day because I felt uneasy. I knew the car was in good shape prior to my valvoline visit, however I didn't want to question Josh's competency or insult him, so I left. I told myself I'd have an inspection done at toyota as soon as I could afford it. I'm a single mom, and a full-time student/employee. On December 6, after hitting a very minor pothole at about 15 mph, it suddenly felt unstable and unsafe to drive. Loud clunking and thumping from under my feet, it almost felt like a tire popped. I stopped driving it immediately. Because the car was unsafe and it was consistently sub-zero that entire week, the vehicle sat undriveable for 7 days outside while I waited for Toyota to get me in. During that time, the 12V battery died in the cold. I jump-started it, but I could not drive the car to recharge the battery because it was unsafe to operate. Toyota later explained that idling does not recharge a 12V battery and that driving is required, and that leaving a battery discharged in extreme cold can permanently damage it. The battery was less than 2 years old and was just tested at Toyota in April. December 15th Toyota found multiple lug nuts loose on every tire, and two wheels close to coming off and confirmed the mistake came from valvoline using the wrong tool, and said I need a new battery due to cell damage. That day I drove to Valvoline and the assistant manager told me that tire rotations are not supposed to be performed at that location at all. Josh admitted to me otp that he should have had me come back to re-torque the lug nuts, but he never did and never followed up. I then spoke with the store manager, Cristian, who told me they could only approve reimbursement for the Toyota diagnostic fee of $135 and told me I should have jumped the car and let it run throughout the week to charge the battery. This advice was incorrect. Toyota explained that idling does not charge a 12V battery and I could not safely drive the vehicle due to the wheel condition Valvoline caused. Customer service was equally bad. Veronica from customer care told me the $135 diagnostic would be reimbursed and promised to send a bank-to-bank reimbursement link, which never came. I also received an email from Valvoline stating I would receive a resolution within 24 hours, and I did not. I was repeatedly told a manager would call me, and no one ever did. They also refuse to refund the tire rotation, even though it was the service that led to the unsafe condition. Bottom line: this location created a dangerous situation and then refused to fully make it right. They refused to even refund for that initial tire rotation EVEN THOUGH it was done incorrectly and their own assistant manager said they are not trained in tire rotations. Do not expect them to take responsibility, follow through on refunds, or compensate you for the damage and time lost. It is not worth the risk or loss of funds. Do not trust these people. Even if it can be proven, they will not help you.

The guys there were funny and they got things done quickly. They were warm and welcoming too. I appreciate how speedy and efficient they were.