Business Profile

New Auto Parts

O'Reilly Auto Parts

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Important information

Customer Complaint:
Better Business Bureau has received complaints against O'Reilly Auto Parts. Complainants allege they were sold incorrect parts that subsequently damage a vehicle and the company failed to pay for consequential expenses such as hotel bills, difficulty obtaining a refund, and poor customer service.

Complaints

This profile includes complaints for O'Reilly Auto Parts's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

248 total complaints in the last 3 years.
62 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Called the ********* Auto Parts Store, store #**** located in **********, ** ***** on a Sunday, 10/19/2025 at 7:32 pm. We asked the store employee to see if a part was in stock. They said no it wasnt in stock. So we gave him the part number and he then said they had it in stock. We asked the employee if they were closing at 8pm and he said yes and we informed him to pull the part that we are on the way so we could pay them once we arrived and to avoid spending time looking for part when we arrived. We arrive at the store at 7:41pm and the doors were locked and the employees were inside the store without uniforms on and would peek around the corner when I knocked on the door as to avoid me. One of the employees, I assume was an employee in plain clothes, came halfway through the store to tell me, rather yell to me through locked doors, they were closed and could not help me at 7:45pm. I could have gone to a different parts store to get the part since I had plenty of time to do so, yet I was lied to by ********* Employee of there closing time. Due to this employee(s), my wife will not have a drivable vehicle in the morning which in return my granddaughter will miss school tomorrow and my wife will miss a whole day of work.(I have to leave to go out of town to work at 1am thus taking our only means of transportation) Most of the above is documented by a live video i took on my phone
Business Response
Date: 10/20/2025
I have gotten this to our District Manager ******* and requested he follow up with the customer.
Initial Complaint
Date:10/17/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Wednesday 10/15/2025 me and my daughter brought a battery to be tested and charged at OReilly auto part store in **** Wa at 11:15-11:30am was told they would called never called at 3:15-3:20pm called to check they said the battery was bad. Got there was forced to take another customer battery manager ****** carried out the store and put in the back of my daughter car. I called them told them that wasnt my battery, I came back after picking up my granddaughter from school to get to correct battery the employees/manager lost the battery. I asked to see the cameras, manager states there are no camera. Called corporate havent heard anything back from ***** corporate manager. Talk to assistant on 10/15/2025 at 4:45pm was told ***** would called but no call. report filed with police I have my records of which battery was brought in on 10/15/2025
Business Response
Date: 10/17/2025
Our District Manager has been calling the daughter, Jasmine, who owns the battery. He will attempt to call the mother, *****.
Initial Complaint
Date:10/12/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a Miata battery 3/22 that I was told had a 4 year warranty when contacting the company about it not holding a charge. However, when I attempted to have it covered under warranty in store 9/4 but I was denied saying that I bought it with a 3 year warranty when purchased, which is all they could cover me for despite the fact that the same battery now came with a 4 year warranty and that I was promised by another representative that it would be covered after having looked up my purchase and verifying. I went ahead and reluctantly bought the battery again having no other choice but feel as though the company should be liable for issuing a refund of $295 for the battery purchased given the facts.
Business Response
Date: 10/13/2025
The customer originally purchased the battery from us 3/9/22 on invoice ***********. At that time, part ********* had a three year limited warranty, which expired on 3/9/25. The battery was warranty replaced 3/14/23 on invoice ***********. Super Start did change their warranty on AGM Super Start Platinum batteries from a 3 year warranty to a 4 year warranty starting February 21, 2025 for all batteries purchased on or after that date. The customer's battery was purchased prior to this change, and carried only the original three year warranty.
Customer Answer
Date: 10/15/2025
Complaint: 24005405

Their employee said that they would replace the battery that switched from a three year to four year warranty. The company however, refuses to stand behind the word of the employee and a battery that failed to last more than two years so that they can save a **** and cheat their customer under a technicality. The company should be ashamed and shut down.

Sincerely,

******* *****
Business Response
Date: 10/15/2025
Please provide the store you contacted, employee you spoke to and date this occurred so we can look into it further.
Initial Complaint
Date:10/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought an engine filter at this O'Reily's location. I gave them the information they needed to find the part I needed. I bought the filter and had it installed. When I was driving I noticed that my car was acting funny. I took it to an auto shop, and they told me that I would need to have my engine replaced, due to engine oil leaks. I find this unacceptable as I believe that I was sold the wrong part, which caused the oil to leak and resulting in needing a replacement engine.
Business Response
Date: 10/06/2025
I am unable to view the complaint to respond to it.
Business Response
Date: 10/06/2025
Our District and Regional Mangers have spoken to the customer and let them know that we are not accepting liability for the incorrect oil filter being installed and resulting in the engine losing oil and locking up when driven. The customer left a Google review for the store stating that they "installed the part; but it was only barely tight enough to hold. A few miles later; it failed; oil leaked out; and my engine locked up completely." When the customer spoke to our field management through self admission, this customer installed a filter that was loose and did not tighten. They also did not check for leaks before driving. They also gave the store manager the wrong vehicle year when buying the part. He even asked the customer for his license plate number and the customer declined stating he was sure of the year. There is nothing additional that we will be doing to assist this customer.
Customer Answer
Date: 10/06/2025
Complaint: ********

I have reviewed the business' response and am rejecting it because: This is incorrect. I was given the wrong part that cause this issues. The store manager stated we might can help you store money. I would like them to give us some money on replacing the engine.

Sincerely,

****** ********
Business Response
Date: 10/07/2025
Due to the installation issues noted by the customer, and that they did not check the filter for leaks before driving, we are sticking to our decision that we will not be accepting liability for this issue or assisting with it.
Customer Answer
Date: 10/09/2025
Complaint: ********

I have reviewed the business' response and am rejecting it because:

I have reviewed the business' response and am rejecting it because: This is incorrect. I was given the wrong part that cause this issues. The store manager stated we might can help you store money. I would like them to give us some money on replacing the engine. They never asked for my license plate number. We paid $125 for the tow to get the car repaired.

Sincerely,

****** ********
Initial Complaint
Date:09/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
8/10/2025 I walked in to the Orelly's store on **************************************************** city ****** to purchase two front rotor's and brakes for the front tires areas of my Kia **** 2013. The guy that address me to come to the cash register where he was standing asked what i needed I told him the make and year of my vehicle and the two types of parts I needed. I gave him the name of the mechanic that has an account there and who was going to do the work. He typed the information of the both parts and walked in the back to look for them. He returned asking a guy name ***** the location of both parts, the two other guys were assisting customers and could not help. ***** walked in the back and the guy followed him and came out with the rotors and attempted to ring up my items and I again told him the name of the mechanic that has an account where I would get a discount. He Said he's not familiar how to do that and asked the two guys to help him, no one did so he did something. After I had the parts put on . I was returning the rotors and brakes because I just purchased both item a year ago and I was told I would get a refund. When I went to the store it was closed and moved to ******************* I was in **************. I went to ******** on **************************** with both parts for a refund . The person did the transaction and told me it will be a week for the amount to be place on my credit. two months now I have not and I found out the amount was placed on someone else credit card.
Business Response
Date: 09/24/2025
The customer contacted us on Monday, 9/22 and our District Manager has the information and will be calling to follow up with them. We need the dollar amount of the original purchase done 8/10/25 as well as the last four numbers of the card used to verify that the refund was done for the correct purchase invoice and sent to the correct card.
Initial Complaint
Date:09/23/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
September 21 2025, I spoke to a store manager named ***, I explained the situation of the rack and pinion was defective I bought original in *********************************************************** 2024 and it started leaking again so as per there warranty outline im not happy with item, I'm actually very upset and it's been soo stressful with this defective rack and pinion. *** advised me to come in, and she would take care of me. The next day I called *** told her I did not want another rack and pinion in wanted a full refund of $377.00 cash she told me yes come in so I did with rack and pinion in hand she started doing the warranty refund and now couldn't locate the original receipt, so she called her manager and left me at desk for over 35 min. Alone she finally came back acted like she was still going to do the refund and also stated she would override it but never did. *** said she couldn't do anything without original receipt. *** eventually said to come back tomorrow morning and everything will be taking care of. I left store. I did my own research on finding original receipt and I found it, I called into ******** ********** and told them I found original receipt the *** stated *** left work already and the *** said he would do it but the large amount he would have to get into the safe, but he said let me call ***. I called store back he said *** told him not to do the warranty refund, at this moment I am through with this, I did everything found original receipt did all the steps and now I have to wait for ***? And the *** lied to me and said he was not qualified to do returns when prior he said he would get into the safe? I'm soo confused and I believe ********** is way out of line making me run around!! The whole store is ran like a circus! and there lying to dedicated customers, is having us dedicated customer take our business elsewhere.
Business Response
Date: 09/24/2025
We need to know what store the part was originally purchased at. I have searched the account it was purchased under, and the purchase is not listed. I have searched under the region in ****** and nothing is located. I have also gotten this information to our District Manager to look into and call and follow up with the customer on.
Business Response
Date: 09/24/2025
Our District Manager ***** is having the store at ********************************************************************************** issue a refund for the part. You can take the part in and see our store manager ****** for that refund.
Business Response
Date: 09/24/2025
Correction, customer can go to our location at ******************************************************************************************* and speak to store manager **** for a refund on the part.
Customer Answer
Date: 09/27/2025
Complaint: 23924558

I have reviewed the business' response and am rejecting it because:

I do not want to go into Pocatello store I'm working with ******** store

Sincerely,

***** ****** *******
Business Response
Date: 09/30/2025
I have made our District Manager aware. He has reached out to the customer via phone and email also.
Customer Answer
Date: 10/03/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

***** ****** *******
Initial Complaint
Date:09/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Incident Report OReilly Auto Parts (Store #*************************)Date of Incident: Sunday, September 15 I sent my father, a 100% disabled Navy veteran with terminal prostate cancer, to OReillys ******************* store (#****) to replace our car battery. For four weeks my back has been out with severe sciatic pain, leaving me unable to drop it myself. AAA jump-started the car, and my father drove with both the vehicle and the old battery for reference.Even then, your staff sold us the wrong battery and told my father it was too hard for OReilly to install. The battery was not even close to correct. Their excuse was that the entire air filter box had to be removed, which was false. The truth: one single bolt secured the bracket. Because of this incompetence, I was forced to install the battery myself. When I called the store to demand action, the employee was dismissive and refused to help. **************** only made things worse, telling me to purchase another battery online and wait for Instacart delivery at 4 p.m.a suggestion that was completely unrealistic. As the VA-registered caretaker of a veteran, reliable transportation is not optional.I returned to the store and fixed the issue myself, and I recorded the entire encounter on video. Instead of providing service, your employee provoked the situation, instructed another worker to photograph our car to antagonize me further, and then escalated by calling police. He stated he would accuse me of threats I never made. Filing a false police report is a crime. Worse, such lies could put lives at risk. This reckless behavior endangered both me and my father.If you do not act, we will escalate. Complaints are already prepared for Yelp, ******, BBB, and the Florida Attorney General. We also have a meeting scheduled with *************************** to pursue legal action for harassment, endangerment, and emotional distress against a disabled veteran and his caretaker.We expect a prompt and serious response.
Business Response
Date: 09/18/2025
Our District Manager ****** will review and call and follow up with the customer.
Customer Answer
Date: 09/19/2025
Complaint: 23902416

I do not see any response comments from the business. I have tried to reach out to the district and regional managers which were not helpful.

Sincerely,

****** ****** **
Business Response
Date: 09/23/2025
Our District Manager ****** spoke to the customer on 9/18/25. The customer wants the employee who called the police arrested, which would be up to law enforcement, not us. I can have the District Manager or Regional Manager call the customer again if he would like, they are the ones that have addressed the customer's concerns with the store.
Customer Answer
Date: 09/25/2025
Complaint: 23902416

I have reviewed the business' response and am rejecting it because: ********** did nothing after we took the time to speak with and file complaints against their employee who threatened us with violence via the Police. Filing false Police reports is a crime and ********** is apparently Ok with that! As stated, pull the video and audio from the calls and store encounter which prove my point that your employee tried to win and argument with us by using the Police as a weapon. Pull the audio and video and you will see what your employee did! You've lost our business and we will never recommend you again.

Sincerely,

****** ****** **
Initial Complaint
Date:09/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bought a water pump for a 2014 **** explorer installed water pump performed pressure test verified pump was sealed. Retime vehicle and reassemble front cover and valve covers. Upon start up vehicle ran and died tried to restart vehicles engine locked up. Towed to a **** dealer. Dealer verified pump failed causing catastrophic failure of engine. Seeking engine replacement due to failure of new out of the box part.
Business Response
Date: 09/03/2025
We will need to file a labor claim with the manufacturer of the water pump. We will need the invoice number for the purchase of the part, a copy of the invoice showing where the customer had it installed, a copy of the bill or estimate showing where it failed, what the issue is that it caused and estimated repairs, and then the defective part. The customer can take those items to the store they purchased the water pump from and let them know they need to file a labor claim. The store will then get all of that documentation and the defective part to the manufacturer, who will test the part, determine why it failed and decide what, if anything, they will reimburse.
Initial Complaint
Date:08/28/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Thursday August 28th my son ******* went into ********** to return sockets they claimed he couldn't return them with rust and then proceeded to keep them. The employee name was **** ******. He has several times in the past 4 months refused service to me and my husband due to personal issues that have nothing to do with the business. I feel **** needs to either get written up or fired for the way he treats his paying customers.
Business Response
Date: 08/29/2025
I will get this to our District Manager ****** to review and call the customer on. We are unable to discuss any disciplinary action with the customer.
Customer Answer
Date: 08/29/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

Freedom ******
Initial Complaint
Date:08/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to oreillys on **************************************************** on august 21st as i was shopping looking for what i needed a rack in the store cut my arm i started to bleed and one of the employees patched me up i am looking for compensation
Business Response
Date: 08/25/2025
I have forwarded this to our ************************** so they can reach out to the customer.
Customer Answer
Date: 08/27/2025
Complaint: 23779370

I have reviewed the business' response and am rejecting it because:
Company isnt really trying to reach out ive been calling and shouldnt take long to view the store footage and speak to the worker that patched me up in the store. First i was told 48 to 72 hours i called the day i got hurt and i got hurt august the 21st today is august 27th

Sincerely,

****** ********
Business Response
Date: 08/28/2025
We have a claim set up with our third party administrator. The adjuster reached out to the customer on Monday 8/25 and got his statement. The claim is through Helmsman and the adjuster is ********* ***** **************, the claim number is P 505-605045. All correspondence and questions from the customer needs to go through the adjuster as it is an insurance claim.

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O'Reilly Auto Parts is NOT a BBB Accredited Business.