Valvoline Instant Oil Change

I went to Valvoline for a routine oil change, and during the service my windshield was cracked when the technician opened the hood. For context, my Tacoma has hood-mounted ditch lights. On the driver side, the power connector behind the light is thick and short, leaving little room for routing. When the tech opened the hood, that connector was pressed into the windshield and cracked it. While I understand this was not intentional and could be considered a freak accident, the fact remains that it happened while my vehicle was under Valvoline’s care. I have had these ditch lights installed for over a year and this has never happened before. This incident occurred only during their service. I was calm, respectful, and reasonable throughout the entire process. I spoke with the manager and then with his boss, Bill. Initially, they refused to take any responsibility. After speaking further, Bill acknowledged how professionally I handled the situation and told me he would help by covering half of the windshield replacement if I sent him the invoice. He also referred me to a local windshield replacement shop, which did excellent work and replaced the windshield the very next day. After sending Bill the invoice as requested, I was completely ignored. No response. No follow-through. No reimbursement. He did not keep his word. I’m not trying to play the victim, and I understand accidents happen. What’s unacceptable is refusing responsibility and then backing out of a commitment after the repair was completed. Because of the lack of accountability and failure to honor what was promised, I’m leaving this one-star review. I expected better from a company like Valvoline.

I'm extremely disappointed with the service at this Valvoline. After waiting outside for an unreasonable amount of time while employees blatantly ignored me and another waiting customer I was met with a dismissive attitude. This is a stark contrast to the excellent service I've received at other Valvoline locations. Management needs to address the lack of teamwork and poor customer service immediately. I will not be back.

Gustavo and Felipe are by far the best out of the group, they are always so quick and in good spirits every time.