Serves the Commercial Small Fleet Market of 10 – 50 Vehicles

Not-So-“Cranky Consumer” Calls Valvoline’s Service “Best Experience” Among Top Providers

September 3, 2003

With each customer that rolls in and out of its service bays, Valvoline Instant Oil Change says it strives to provide an incomparable level of service. It’s a customer commitment the company says it stands behind with a 100-percent satisfaction guarantee.It’s also why the folks at Valvoline were pleasantly reassured when they recently received a call from Peter Meyers, alias The Wall Street Journal’s “Cranky Consumer,” and were informed that, following an undercover search for the “Best Oil Change,” he had found Valvoline Instant Oil Change to provide the fastest and most thorough (and even squeaky clean) service.Asserting that it had delivered the “best experience” among the chains six drivers visited in different parts of the country, Meyer stated in his column (July 22, 2003) that, “Valvoline Instant Oil Change delivered the quickest (and most comprehensive) service: 18 minutes from arrival to departure. The service guy even brought the dipstick to the waiting room to show us that the oil was back to its proper level, and we were impressed by the cleanliness of the place - not a single oil stain on the shop floor.”The Cranky Consumer’s praise was based on service provided at a Valvoline Instant Oil Change franchise location operated by Bill Cavelle in Irving, Texas. And, as Valvoline Instant Oil Change President John Q. Wesley explains, it might just as well have been at any of the chain’s 700-plus locations throughout the country.“I’m delighted that The Wall Street Journal should recognize Valvoline Instant Oil Change for providing the ‘best experience,’ he says, “because that is our No. 1 objective. By delivering a consistently exceptional customer experience – in terms of the execution of our preventive maintenance services, the appearance of our buildings and the competence and professionalism of our service center teams - we are working hard to out-perform anyone else in the industry.”The nicest touch, the Journal column continued, was that the Valvoline Instant Oil Change Customer Service Representative “asked if we wanted [an] oil change reminder sticker on [the] windshield or in the receipt - most places slap it on the car without asking.”Motorists can visit www.vioc.com to obtain the location of the nearest Valvoline Instant Oil Change and a complete list of products and services.About Valvoline Instant Oil Change Fleet ServicesWith more than 730 locations throughout the United States, Lexington, Ky.-based Valvoline Instant Oil Change says it is one of the nation’s largest providers of “do-it-for-me” automotive fluid maintenance services.Valvoline Instant Oil Change service centers offer a selection of oil changes, including choices of: Valvoline MaxLife(TM) motor oils, created for vehicles with mileages over 75,000; synthetic oils which increase fuel efficiency, including Valvoline DuraBlend(R) Synthetic Blend and Valvoline SynPower(R) Full Synthetic motor oils; and Valvoline All-Climate(R) motor oil, formulated to protect engines in a wide range of temperatures.Valvoline Instant Oil Change centers also provide preventive maintenance checks, free fluid top-offs and other maintenance services and products, all presented in an environment with the highest emphasis on customer service, according to the company.Valvoline Instant Oil Change Fleet Services offers local and national businesses access to comprehensive service, consolidated reporting, multiple payment options, and Valvoline products, all with the objective of helping them streamline the maintenance process and maximize the return on their investments in capital and labor, according to the company.Valvoline Instant Oil Change is a subsidiary of Ashland Inc., a 79-year-old, Fortune 500 company.
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