Valvoline Express Care

I was waiting until after I went today to post a review. I’ve been to this place about 3 times since living in Nacogdoches the last 4 years. Never had a problem until weekend before last. My parents live 5 hours away in Stephenville and my dad INSISTED I get my oil changed before leaving to go to their house for my Spring Break. Having always had a good experience w/​this Valvoline center I returned thinking nothing different. In my experiences it’s been standard for this center to bring me my air filter and show me what it looks like and discuss it’s condition and any other concerns or notations about my car. So when the guy brought my air filter in to show me saying it looked fairly good but I could still opt to have it changed, I said no. In fact I told him «anything you tell me I will tell my dad, whom I’m driving to see 5 hours away right after I leave here, and he’ll take care of it.» I added that my dad is primarily the only person who messes w/​my car unless like in this case it needs to be done before I make this long trip (approximately 265 miles). The guy was rightfully concerned about the condition of all 3 of my windshield wipers and again he had every right, I knew they were all pretty useless but I had actually planned to have my dad replace them all when I got to my parents house, well after talking to my mom she agreed to just go ahead and let them replace the wipers before I left since the forecast predicted rain. Well they didn’t have a 13″ for my back window, which was fine because I assumed they put my old one back on because in my mind when it comes to windshield wipers surely «something is better than nothing.»
So here’s about where the problem occurred. I got in my car, the guy politely shut my door once I was in my car and told me to have a good day. After running one last errand I proceeded to drive the 265 miles. This was Saturday March 8. I arrived at my parents house safely that evening, I parked my car in their driveway and that should’ve been the end. Well the next day my dad was doing something in or around my car and noticed I had leaves under my hood, so he decided to tale his leaf blower and blow them away, at which time he popped my hood. At first he didn’t notice, but when he did he realized that the area where my air filter is held was unsnapped and unevenly sticking out, which immediately lead to the discover that I’d driven the entire way with NO air filter, somehow my air filter was never put back in. My dad was extremely upset and attempted to immediately contact them, but it being a Sunday they were closed. My dad’s first response was to immediately put a new one in then contact them. We checked my receipt to see if there was any indication what went wrong, but what we noticed was their warranty. Which states that they guarantee their work but if any corrective action must be taken to fix their work you must have their permission in writing first. So my dad waited and called as soon as he arrived home on his lunch on Monday. My dad was very calm and respectful, in fact at no point throughout the mistake or having it corrected were neither us nor anyone at Valvoline disrespectful to the other which was great.
My dad did let them know that at that point it wasn’t possible for me to drive on over them replace it and it all be right again since the 5 hour/​265 mile return still needed to occur.
An agreement between my dad and whomever he spoke with was that upon arriving I was to take the receipt from where my dad had to go buy a new air filter and they’d refund it.
But I also realized that the guy threw away my back windshield wiper and since they had none in that size he left me w/​nothing back there. Unfortunately we missed replacing it while I was at home.
Today, Wednesday March 19 I finally got the chance to go up there. I was fully ready to bring some claws out if need be but instead I reminded the manage of my situation, and firmly brought up that I was left with no back wiper. Everything was corrected with no questions asked!
While I will likely be hesitant to return to their business I fully respect them for being so well to work this out with.
Oh and I still get that free car wash! My car definitely needs it. So while this situation is unfortunately we’ll give it a pass as an honest mistake and I thank them for their handling of the situation. While I cannot give them a full 5 stars, I still gave them 3 based on previous experiences and how my situation was handled!

When they are not super packed, it is very convenient to stop by since they provide fast service. The employees are very friendly and they offer free tire and oil checks, so it always gives me peace of mind to drop by.