My hybrid engine started itself during an oil change while the oil was completely drained out --…read moreand the manager blamed me.
(For those who don't know, this is potentially catastrophic to an engine!)
I came to the new Valvoline in Hermitage, PA around 4:00 PM October 13, 2025 for an oil change and tire rotation. The first thing a technician told me was to keep the car on to check the blinkers and taillights, and though they claimed to, at no time afterward did I hear any instruction to turn the car off before they began the oil change. The car was left in "Ready" mode and the engine kicked on with no oil at all, which is potentially very damaging.
No one said anything to me after it happened. I had to call the manager, Barnabas, over myself to ask what was going on. Instead of showing concern or professionalism, he was immediately defensive and hostile, blaming me and claiming they'd told me to turn the car off, which I don't recall at all (they admittedly assumed it was off since it is silent until the engine kicks on to charge the battery). If I had been told to turn the car off, there would have been that same mutual acknowledgment, just like there was for everything else. But there wasn't. He also accused me of being distracted on my phone when the instruction was given, which wasn't true because I was on hold and followed every other instruction given promptly.
They never verified that I shut off the car, even though they watched me do everything else. Barnabas initially offered to review DVR footage but then backtracked, said I'd need a court subpoena, and told me to leave while also not completing the promised service of a tire rotation (which I am now happy I got done elsewhere). Barnabas also initially documented the incident falsely, writing that I started the car, which of course is not what happened. I had to request that he correct the record.
To top it off, they charged me full price ($108 for my Honda, mind you!) with zero apology, accountability, or care. This level of unprofessionalism and lack of accountability is unacceptable. A service center that handles hybrid vehicles should always confirm that a car is fully off before performing an oil change, and management should never ignore a serious incident or respond to a customer's concern with hostility. I will always be sure to schedule my oil changes far in advance from now on to avoid these last minute instant oil change shops owned by big corporations with over worked, understaffed, incompetent and unprofessional employees. Find a small local trusted shop!
