After 6 months, no email, no calling, no message even. What an attitude of the whole company!

Up till now, I can only give 1 star. I replaced my car's battery at Valvoline NW Military Way on Oct, 2023. I couldn't start my car on 07/18/2024 in my garage. Then I requested a road assistant to jump start my car. The boy printed out a test report saying 7% health of this battery. I called Valvoline customer service to make sure that this battery is still under warranty. She said yes, because the battery from Valvoline has 3-year warranty. All stores or locations of Valvoline guarantee the battery warranty. After my car was jumped start on 07/18, I drove to Valvoline Stone Oak Parkway in order to replace the bad battery. I didn't go to NW military location because it's closer to my son's school but not my home. Since now it's summer break and all Valvoline locations guarantee the 3-year warranty, I chose the Stone Oak Parkway location of Valvoline. When the technician at Valvoline Stone Oak Parkway used whatever machine to check my battery, he showed me a report from their tablet and said that their machine showed my battery was healthy. I was shocked and told him the 7% health test result from the road assistant. But he told me he only trusted their machine and he couldn't replace my battery for free by the warranty. For the moment, I could turn on and off my car. No choice, I drove back home and parked my car in the garage. After 3 hours, I had to pick my son from the camp. I couldn't start my car again. I called another road assistant on the next day, 07/19.

Regarding of my previous experience at Valvoline store, I thought the car might have more serious issue and decided to send my car to Dealers' Custom service. The result is that only my battery is warning, and Dealers Service only replaced the battery. All problems are solved.

THEN I called back to Valvoline Customer Service to request reimbursement of the payment I paid to Dealer for the replacement of the battery and the second jump-start. Then I got a claim number on 07/19. Then I got a calling from Valvoline NW Military location. They told me that since I sent my car to the dealer and replace the battery with them, the warranty is void. I argued that the reason I sent my car to dealer and let them replace for me is because your store made mistaken diagnosis. The employees told me that I didn't give chance to NW Military location to inspect on battery so it's my fault. I couldn't believe what they said. When I replaced battery, they told me that all locations of Valvoline guarantee the battery warranty. To me, it means that each location must have equal authorization to diagnose the battery and decide if the warranty covers or not. Now when I wanted to reimbursement because of their faulty diagnosis, they told me their locations work independently.

At present, I'm still waiting for their area manager's response because their locations couldn't handle this cross-location case....