Complaint Review: Valvoline Instant Oil Change - Anaheim California

My brother brought his 2010 Nissan Cube to the Valvoline quick chage center on July 10th, 2020 prior to transfering the vehicle to me. Upon inspecting the vehicle myself, it was discovered that the trans dipstick was not properly seated in its locked position nor did the trans pan/drain plug show any evidence of removal or prior fluid contact. He insured me that he infact had all the fluids serviced. The oil and coolant service was infact done along with the cabin and engine air filter.

Knowing the issues surrounding Nissan CVT overheating issues I decided to have an external transmission cooler installed as well as replacing the fluid for Amsoil CVT instead. When the car was brought to an independent shop for the aforementioned services, it was discovered that the previously claimed trans service was not completed. The mechanic/owner recorded the process of the CVT draining which was not indicative of a recent fluid change. On the contrary, it was stated that the fluid looked as if there was a clutch pack pack failure and was old. Mind you a CVT has no clutch pack. Neither was the external CVT filter changed as is called for by the manufacturer.

After confronting the site manager on 10/3/2020 we were assured we would hear from them on Monday. After no contact that day I initiated contact with Valvoline and VOIC corporate. Eventually they claim there records record the service being done and video was reviewed which was not shown to us. They denied us a refund based on their findings with no acceptance of the video and pictorial evidence I had, no one even asked to see it.

After leaving Google and Yelp reviews, the "concerned cookie cutter" replies came in from "managers and owners". They gave us different case numbers on each review site. After contacting "customer care" again with these case numbers more delay ensued and there was no further recognition of the facts presented via picture evidence. The review response on Google went as far to make a claim that their website specifically states that a filter replacement is not a part of their transmission service.

The review replies by Valvoline entities were a mere ruse to appear to address serious issues they had no intention of rectifying. Not to mention the freudian slip of admiting their services are not inline with manufacturers policy. No need to 2nd guess if car dealers would deny a warranty due to neglect on Valvolines part.

I started to warn other customers that they should exercise more caution should they return, then I discovered that my reviews werent even listed, though my reviews were the most recent.  All of this would not have been an issue had they simply employ good and ethical buisness practice and issued a refund for the CVT fluid and associated costs.

Now its pretty much theft and deceptive policy that seems to be more prevalent with them. Buyer beware, they have high overhead and will minimize it by overcharging you for fluids at a significant mark up and further more by retaining those fluids you already paid for.