Family Car Destroyed [by Valvoline]

I purchased a car for my family, as we are having another baby [this summer] and need the extra space. Using all of my savings, I purchased a minivan from a friend that was selling a car he no longer needed, as his children are now grown. He kept the vehicle in amazing condition, as well as great records of all the car maintenance... there was no doubt in my mind this car wouldn't last our growing family for years to come!

About a week after driving the vehicle, very excited and still in great condition.. I took it to a Valvoline Instant Oil Change for what I thought would be a quick routine procedure. Immediately upon leaving, both the check engine and oil pan light came on. I called them right away, asking why something like this would happen. As it was the end of their work day, I decided I would come back in the morning.

The next morning, when I showed them that lights were now on, they responded with 'we have no idea why.' I thought this was odd, as it was the oil pan light, and they are oil change technicians. However, I left there, with no real conclusion and took the vehicle to a certified mechanic.

The mechanic was shocked to discover that the ‘Inner Filter Housing’ was completely missing, and said that during the oil change the technicians at Valvoline must have discarded them, accidentally.

He ordered the missing parts, and I called Valvoline. Valvoline said they would look at their tapes, as they record all their work, and let me know if it was in fact them. The next day, Valvoline did admit the fault was theirs and offered to pay for the new parts.

Once the new parts were installed, we drove our vehicle a very short distance [on the way to a friends] and the engine seized completely. We called the mechanic and he concluded that the damage to the engine was unfortunately already done [during the time driving around without the pieces, causing little to no oil pressure, and long term, irreversible damage to the engine].

With our family, with two small children [in the middle of winter] now stranded on the side of the highway, we had to get our vehicle towed back to our house until we figured out what to do.

Over the next two months, I tirelessly tried getting in touch with anyone at Valvoline that could help! I wrote letters, made countless phone calls and spent hours on hold with the claims department. I received estimates from three different mechanics pricing out what it would cost to repair or replace the engine; all of them came in between $7,500 and $10,000. Additionally, I kept very detailed records of everything I had to go through while waiting for an answer, ie: renting a car, taking time off of work, conversing back and forth with various VIOC managers.

In about 3 weeks time, I received a letter from the regional manager of Valvoline stating that my request for reparations was being denied.

After this, I wrote a letter to the CEO [never heard back] as well as a response to the regional manager explaining how this was not acceptable, and that I was going to look into taking further action - as I was now left without a vehicle or money to purchase a new one!

Over the next two weeks, I did get a response from the regional manager. He offered me $600 [out of the $8,500 I was asking for]. I felt that this was still just unacceptable.. that amount would not even cover what I had spent on a rental vehicle for the two weeks while I was waiting for help! I called him back and let him know that this just wouldn't be enough. After another week of going back and forth he made his final offer of $1,500, still barely enough to cover the money spent of tow trucks and rentals! I called back the claims department asking to talk with anyone that could help me and was told, there was no one. After feeling extremely defeated and exhausted, I accepted the $1,500 offer but two weeks later still have yet to receive any money at all!

I consulted two lawyers, who helped me with advice along the way. Sadly they both informed me that this happens all the time, and it would not be worth it for me to hire a lawyer, as I would have to front the money with no guarantee of getting their fees back.

These last 3 months have been daunting and disheartening. Valvoline admitted their fault, and left a young growing family with NO VEHICLE, no money and nothing to make up for it!

We will put the funds we get from your generosity towards a new vehicle for our family :)