Valvoline Instant Oil Change — Attraction in San Antonio

Came by for a routine oil change and had an extremely poor experience. The “assistant” to the manager came to my window and first asked where I got my last oil change at. He then proceeded to advise me that they were having trouble removing the cover to my oil filter because “the last place used an impact drill and screwed it on too tight” and if they were not able to remove it then they couldn’t do my oil change. He completely missed the fact that other technicians had already hooked up an extractor that was pulling the oil out of my vehicle as he spoke to me. I pointed this out and he confirmed that they were not able to remove the cover with a breaker bar and because they couldn’t complete the oil change they would replace the oil they took and make sure I had oil in my car before sending me off, but there would not be a charge for the oil change. They completed the oil exchange and the manager proceeded to charge me for the oil change even after I was already told that I would not have to pay for it because they couldn’t do the filter change which the assistant explicitly stated was “the whole point of an oil change.” The whole experience was off putting and unprofessional because they sent me off with a dirty filter that will just contaminate the new oil and defeated the entire purpose of the oil change. Also using an extractor does not give me the guarantee that all the old oil was pulled out completely so any new oil being poured in was immediately contaminated with the old. I understood why they started draining the oil before verifying they could take the filter cover off (for efficiency according to the manager) however, their current standard operating procedure does not account for the risk that not every vehicle is going to be the same routine and in cases like that, they should’ve been ready to eat the cost because they made a mistake by not verifying they couldn’t do a complete oil change beforehand. Do not recommend because I’m now going to need an oil change sooner, will need to go to the dealership to change the oil filter because apparently the standalones can’t handle the job or do it correctly, and will avoid ever going to any...

I have been to this Valvoline numerous times with multiple vehicles over the last year or more. The truck I took yesterday has been to this location before. Yesterday’s afternoon crew failed to manage the new customers in the staging lanes outside, customers got frustrated and left. No one on the crew knew who should be next in line…. I was the last one in. The yard crew showed up. While my oil was getting changed, the yard crew decided to blow off the parking lot, they blew all the dirt/dust into the 3 bays. Someone shouted “Close the doors!” Someone hit a button and down come the doors, right onto my truck, hitting it. The door went up and the person hit the button again and down it came hitting my truck a second time. Someone hollered to hit the button again, I hollered back “Stop, you’re hitting my truck.” No one came to inspect the damage until I got the attention of the young lady there. They had a heckuva time replacing the air filter, couldn’t re-connect ducting. Guy laid against the fender, pens/phone sticking out of pocket making contact with paint, grease/oil covered shirt. I had to stop him before he scratched my paint. After I spoke to him, he walked away. The young lady finished the air filter. They had me drive out of the bay after checks. No one came out to clean all the oil/grease off the truck at the fender, hood where they grab to close, or at the drivers door where they opened to scan at beginning. I had the young lady come out and look at the oil/grease on paint, she cleaned it. This location is more interested in the “Hard Sell” at the beginning than doing a great job. I would like the area manager to call me to...

I came in earlier this morning and as I was being guided in by the CSR, the underside of my vehicle got scraped by the bay lift. I was simply following instructions by the CSR that told me to continue straight. He did not apologize to me for that incident and did not mention anything about it to me. I asked for a courtesy check and was told that they only provide them for customers who get their oil changed there, which I have done in the past, just not recently. I have gone here for multiple courtesy checks in the past and was never told this but they ended up giving me one anyways. I was pressed about getting an oil change as my oil was low but I respectfully declined for the time being. The CSR continued to pressure me into getting one but I still declined. He proceeded to tell me "You'll mess up the engine," in a tone that felt like I was being talked down, I still declined. The young man who showed me the oil level on the dipstick, and did most of the courtesy check, was very kind and did a great job. As they put air in my tires, I was told "The tire pressure on that tire is really low," again by the CSR; this came off as being talked down and as if I didn't already know that. One of the reasons I took my car there to begin with, WAS to get my tires filled. Overall, this experience was enough to make me not want to come back or to return to...