I took my 2013 Chevy Cruze in for an oil change at 1205 SE HWY 101 lincoln city, OR on a Sunday at 4:20pm. By 10:00am Monday morning my car is spelling awful smell, I called thinking something must be wrong. The lady rep stated at times they spell oil when changing it on the engine and it gives off a bad strong smell. She said bring it in and their shop would take a look at it. By 12:00pm at lunch time driving the car it still smells and now shortly later the check engine light is on. Stopping at a local autozone on my way back to Valvoline they said that the oil is lean. I said impossible I just got an oil change. We head over to Valvoline and have to stop at an auto shop as my car is now smoking, awful smell, and failing to drive. Turns out that their was no oil cap on, no oil where it should be, but oil everywhere under my hood! When I call valvoline they pulled the the footage. It shows the employee struggling to remove my oil cap for over 10 seconds. Once he finally does they procced with services. Once we went back to the auto shop the oil cap was lodge under a hose. Once found it was inspected and found a piece was broken. The store area manager quickly said that it's not a clean break, that means it's been broken awhile now and not the fault of his crew. I don't understand how we can determine how long something been broke for. I argued repeatedly that my car was fine before coming into Valvoline. I didn't have oil under my hood. My check engine wasn't on. We visibly see your employee struggling to get the oil cap off as it was secured and tighten on. As professionals I brought my car to be serviced and now it's un drivable. After arguing I started a claim. The area manager refused to give me contact to his offices. They refused to give me the footage of the oil service being performed. I had to actually go by a usb drive myself to get video. They didn't offer to top off my oil as it was completely drained out. They didn't offer to help clean the oil from my hood. Not a free oil change after I just paid $107 less than 24 hours and having to buy another service to get my fluids replenished. I sent in all the appropriate documents for my claim. Including the inspection report from my car being repaired weeks earlier on another issue. The auto shop than checked and inspected again the Friday prior to my oil change noting my car in good health. No issues. No lights on and driving fine. I called Monday to get an update on my claim status to find out that my claim was denied minutes after submitting it by the area manager and the store manager. As I attempted to explain this and demand another manager review my claim she continued to state that it's over. It's denied. You can appeal. Their decision is final. It was properly investigated. I demand and letter of the denial, their investigation process, and what their findings were to conclude a denial. She stated she would email the same store and area manager. I was never contacted during their "investigation". A few days later they send me a very generic letter of denial of claim sent by the same area manager brodie Barrick. It stated I was filing a claim due to causing engine damage and that they did a through investigation to the findings it wasn't caused by their shop. I never reported or claimed that in my statements, or my receipts. The claim case even said a broken oil cap. I would've been content with a reimbursement of my oil change, an apology, and using this as a coaching moment for employees. The fact that they are the last one to touch my oil cap and can't even acknowledge they lack the proper training is very concerning. Stay way from a business that operates this way. I can see why they are very secretive about their business contact information. In the past year I have read over a dozen claims just like mine. All unresolved, no accountability, and no opportunity to learn from mistake as they don't think they make any. COMPLETELY UNPROFESSIONAL read more

BEWARE - THEY DO NOT BACK THEIR SERVICE. DESTROYED MY TRUCK. Fri 1-12-24 Bend South Valvoline changed the oil, oil filter and transmission fluid (flush). Chris, assistant manager at Bend South Valvoline said he could not get the transmission plug off. The man at the computer asked if he should not continue but Chris did and finally got the plug removed. When I was asked to start the vehicle, it hesitated to start, but finally I did get it running. I told the man at the computer that that was odd and not a normal thing for my truck. My son and I went to Fred Meyer to get gas right after and the truck struggled to start again. I looked at the attendant and told him that was odd. At this point I thought maybe the battery was bad, but the battery was recently tested by Bend South Valvoline, and they showed it good. Mon 1-15-24 I was bringing my son to school and the truck wasn't shifting correctly. It wasn't smooth and kept acting like it was slipping. I thought it was from the cold and changed the truck to manual shifting which seemed to help. Wed 1-17-24 My oil light came on and the low oil warning light showed up on my dash, during a lunchtime errand, with my son. I went to Chevron gas station and bought a quart of oil because when I checked the dipstick, the oil was shown below normal level, but oil was on the stick above that but only on half of the stick. (I was told by Chris at Bend South Valvoline, when I got there later that day, that Toyotas do not show oil across the whole dipstick.) Driving back to work the check engine light came on. I immediately called Valvoline and told them the whole story above, and was asked if I could come in. I told them I would, but after work, as I was having to get back, after lunch because I was almost at work, which was closer than the Bend South Valvoline location. Driving to the Bend South Valvoline location after work, the truck started clanking and then shortly after, the screen showed a transmission oil issue and overheating. The check engine light came on again. The truck completely cut off at the round-a-bout and we coasted into Valvoline. They had to jump the truck to get it into the bay and the truck was clanking horribly at this point. They changed the oil, oil filter and transmission fluid again and when asked to start the truck, they had to jump it again and it was still clanking. I immediately shut it off, coasted out and towed it to Kendall Toyota of Bend. I was assured by Chris, the manager at Bend South Valvoline, that they would take care of everything. I am not saying something was done maliciously but rather accidentally. I know you have cameras, and they were checked by Chris, the manager at Bend South Valvoline, and everything looked legit, but cameras cannot see everything. There is no way to know if something was accidentally done during the transmission and oil change the first time, since I did what any person would have done and went back to the same location rather than going straight to Kendal Toyota of Bend to assess the issue. Anything that may have been mistakenly done to cause these issues, therefore, could have been corrected. All I know is I brought in a working vehicle, with absolutely no issues, got my routine maintenance done and started having issues when I left the first time and many issues five days later. If I knew that all of this would have happened, I would have gone straight to Kendall Toyota of Bend and had them assess the full workings of what was done during my first oil/transmission change. Nothing is being done to resolve what happened from me going to my first appointment at South Valvoline to get my oil and transmission changed. Again...NONE of this happened until I got the service at Bend South Valvoline. I have complete records of consistent oil changes, air filter changes, spark plug changes and what not. I take very good care of my vehicle. This only happened after the service was performed. read more