Business Profile

New Auto Parts

O'Reilly Auto Parts

This business is NOT BBB Accredited.

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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

257 total complaints in the last 3 years.
63 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/09/2025
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.
********* Complete Automotive in *************** replaced my alternator using your remanufactured part not once but twice in a 2 1/2 year period. This has caused a great deal of distress. I have supplied you both the original invoice and the warranty (replacement) invoice. Also attached is the vendor invoice so you can look it up on your end. Im seeking a complete refund including parts and labor. The remanufactured alternator can be returned to the Oriellys original location once a new nonreburbished OEM ******* alternator has been installed. I will purchase my own new oem alternator as you can not supply that part. Other than this incident I have had great experiences with your company so I am hoping that this will help restore confidence in that you will do what it takes to retain business. Thank you.
Business Response
Date: 08/11/2025
If the parts were purchased by ********* then ********* would have to file a labor claim with our store. If the end customer purchased the ********************** directly from O'Reilly Auto Parts, they will need to take the defective part and the invoice showing the first install as well as the invoice or estimate for the second install stating what the issue is, what caused the issue and the estimate or cost of the repairs to our store and they will submit the information and part to the manufacturer to review for a labor claim. The manufacturer will test the part, determine why it failed and determine what, if anything, they will reimburse.
Customer Answer
Date: 08/11/2025
Better Business Bureau:

The service manager at the ********* location was able to work with OReillys to swap out the alternator. You can now close out this complaint. Thank you both Better Business Bureau and Oriellys for the timely responses.

Sincerely,

***** ******
Initial Complaint
Date:08/09/2025
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 purchased an air conditioning compressor for my 2014 expedition. The part did not last 2 months. I returned it and was told that they will not replace it.
Business Response
Date: 08/11/2025
We, as well as the manufacturer, require the purchase and installation of additional parts for the air conditioner compressor to have a warranty. This information can be found here ***************************************************************************** When the customer purchased the remanufactured compressor on 7/7/25, he did not purchase the required items, which means the compressor has no warranty. Had the items been purchased, the compressor would have carried a two year limited warranty.
3) Air Conditioning Warranty
New A/C Compressors
In order to qualify for the available Limited Lifetime Warranty on the compressor, both the manufacturer and O'Reilly Auto Parts require the receiver drier or accumulator and expansion valve or o****** tube be replaced at the time the compressor is installed, as well as the A/C system flushed or an in-line filter installed by a licensed A/C technician and repair facility. We require proof of purchase of the above referenced items and service, without this documentation our compressors carry no warranty.
Remanufactured A/C Compressors
In order to qualify for the available two-year limited warranty on the compressor, both the manufacturer and O'Reilly Auto Parts require the receiver drier or accumulator and expansion valve or o****** tube be replaced at the time the compressor is installed, as well as the A/C system flushed or an in-line filter installed by a licensed A/C technician and repair facility. We require proof of purchase of the above referenced items and service, without this documentation our compressors carry no warranty.
Initial Complaint
Date:08/05/2025
Type:Product 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 had bought some parts from ********** and they use my VIN number to make sure that they got the right part and everything and because of my disability that's that's the cheap PTSD totally disabled veteran it takes me awhile to do projects but when I got to put it on the rotors they gave me the wrong ones and now they failed to return them and give me the right ones because of the box that was ripped open by then I have my receipt I have everything I just want through
Business Response
Date: 08/05/2025
Our District Manager ***** has tried to call the customer twice and gets a recording saying there is no voicemail, with no option to leave a message. ***** will email the customer and the customer can reply to the email for assistance or respond with a good time for a call back.
Initial Complaint
Date:08/01/2025
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.
O'Reilly Auto Parts issue with a lifetime warranty for rear brake pads for a 2008 ******* MKZ. I have owned this car for 15 yrs and they had me down under my phone number with all the other lifetime parts as an MKX instead of MKZ, I have to original bill of sale for. I have never owned a ***. They gave me six different WRONG break pads for my MKZ. Now stating warranty void cause they put in MKX instead MKZ. I requested to speak with a manager and no one on property. So then he called so called manager and explained the situation. The person on phone stated he could not do anything and to call the *********************************************************************** he better bring the receipt!
Business Response
Date: 08/04/2025
Our District Manager ***** will call and follow up with the customer on their issue.
Customer Answer
Date: 08/04/2025
Better Business Bureau:

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

Sincerely,

**** ************
Initial Complaint
Date:07/28/2025
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.
We are an automotive shop in *******, Wi. We had ordered parts for an out of town customer. We were told those ********************** would be in at 3:00 the following day. 3:00 came and went. I called the store to try and get information on when the part would be delivered , so I can tell my customer when his vehicle would be ready. I was told that the part was there and they had forgotten to send it out to us. Not a problem at this point. ***** ( the counter person) told me it was out on the truck for delivery. Another hour goes by, no part.i CALL AGAIN,Pretty upset by this point. I ask him why that part hasn't been sent out when I was told " it was on the truck". He identified himself as the district manager, his name was ***** *****.and I was completely blown off at this point. I chewed him out and hung up on him. He calls right back , and proceeds to try and blame the issue on every one else, Including me, because " he didn't care for the way I talked to him". Then he proceeded to cancel the part delivery without informing us. I had that out of town customer sitting here for hours before we realized that we were not going to have that part that day. I ordered it from another suppiier, and had to put the customer up in a motel room overnight and give him a rental car, so he could get around while he was in town, at great expense to myself. Over the last few months , we have lost several life long customers due to this issue with them. I would like clarification that this complaint has not gotten ignored.
Business Response
Date: 07/30/2025
I have gotten this to our Regional Manager *** and requested that he call and follow up with you.
Initial Complaint
Date:07/14/2025
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
Oreilly Auto Parts installed windshield wipers that I purchased from them on my car, but forgot to remove hard plastic on the wipers which scratched my windshield. I contacted the store multiple times regarding this issue, and they still have not offered any solutions.
Business Response
Date: 07/15/2025
I have asked our District Manager ***** to call and follow up with the customer on this.
Business Response
Date: 07/15/2025
Our Store Manager ****** spoke to the customer and let him know we will need an estimate. Customer will get that and follow up with her.
Customer Answer
Date: 07/16/2025
Complaint: 23598333

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

I have already spoken with ******, and once I have been reimbursed, then we can close this case.

Sincerely,

**** ********
Customer Answer
Date: 07/16/2025
Signed by ******.
Business Response
Date: 07/17/2025
We need a repair bill or estimate from the customer. Our Store Manager spoke to the customer and advised of what is needed.
Customer Answer
Date: 07/18/2025
Complaint: 23598333

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

I have already attached the estimate to this complaint, and Oreilly has access to it

Sincerely,

**** ********
Business Response
Date: 07/22/2025
I have sent the estimate to our District Manager for review and requested they follow up with the customer.
Customer Answer
Date: 07/27/2025
Complaint: 23598333

I have reviewed the business' response and am rejecting it because:
Still waiting for Oreilly's payment, will continue to keep this complaint open until resolved.

Sincerely,

**** ********
Customer Answer
Date: 07/28/2025
I am still waiting for the business to resolve the issue, once that happens, can I reach back out to the BBB to send an update on this matter?
Initial Complaint
Date:07/10/2025
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 have a lifetime warranty on my 2013 ****** Altima alternator. I went in to the same location I originally purchased the alternator from OReilly Auto Parts at ************************************************ .I was told by the employee working counter that they could not honor the lifetime warranty because I had went to another location and I got a refund of approximately ****** for the alternator. I let them know that I have no idea where this location is and how was I able to return it and I have the alternator in my hand! I asked for the other location because I never knew about another location and that sounded like some type of identity issues, as yall just giving a refund of a used part to any random person. I requested they run video footage back for the day they said I came and got a refund from the National store..I also didnt have money to purchase another one. My mechanic took me to the other location located on **********, the employee called it the National store. The manager at that store did give me another alternator and told me that their system shows I got a refund of the part which once again I told them no I didnt not. He also told me he was helping me out and I appreciate that but that is not going to help me when I need the part again. I have contacted corporate office several times and they are aware of the incident and assured me regional manager will contact me. I have not heard from the regional manager and I need the alternator again! My car is currently disabled and I really need it fixed.. lifetime warranty should be honored and it is not!
Business Response
Date: 07/11/2025
I have reviewed the customer's purchase, return and warranty history. All transactions are under the customer's name and phone number. I have sent this information to our District and Regional Managers and requested they call and follow up with the customer.
Warranty Invoice *********** 1/14/25 for ULT R110464A

Refund Invoice 1026-478062 12/2/24 for ULT R110464A (cash)

Warranty Invoice 895-242145 3/2/24 for ULT R110464A

Purchase Invoice 895-207064 12/21/22 for ULT R110464A (cash)

Customer Answer
Date: 07/14/2025
Complaint: 23581618

I have reviewed the business' response and am rejecting it because: regional manager or district manager have NOT contacted me.This is the same response Ive been getting for months. No one reaches out, I have to reach out and still get the same response from corporate. The issue isnt resolved at all and its bad business. If they dont want to give me another alternator or HONOR the lifetime warranty just say that. Also take away that they even offer the lifetime warranty because that is not true. Its frustrating meanwhile my vehicle is still broke down. Im sitting, still waiting on a call back from someone who is probably stealing money from you all.

Sincerely,

********* *******
Business Response
Date: 07/15/2025
I have reached out to our District Manager ***** and Regional Manager ***** by phone and email both requesting they call and follow up with the customer on the alternator issue.
Business Response
Date: 07/15/2025
Our District Manager spoke to the customer and will be doing a warranty refund on the part due to customer having electrical issues with the car.
Initial Complaint
Date:07/04/2025
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 15mm socket to remove my oil pan drain plug and it stripped the plug. I returned it and complained and asked for a solution. He was rude, stared blankly at me, and said. OK. I said they need to make this right and he said. You need to use plyers or something. I told him he was useless and he called me a m*********** and to have a nice day
Business Response
Date: 07/11/2025
We need the year, make and model of the vehicle that was being worked on. Had the drain plug been previously removed by the customer? We will also need an estimate for the repair(s) customer is seeking stating what the issue is, what caused the issue and the estimated repair cost.
Initial Complaint
Date:07/02/2025
Type:Product 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.
On 5/25/2025 I bought a jump starter system which didn't work for my truck. I went to the business to get my money back or credit and they refused to do either.
Business Response
Date: 07/02/2025
I called and spoke to our Store Manager ****** at our location at *********************************************************************************** where the customer purchased the part on 5/25/25. If the part was defective when it was brought back to our team, they would have offered a warranty exchange on it. If the part is used but not fixing the problem, we would not be able to refund or exchange it. The customer can take the part to the store and speak to our Store Manager ****** who will look at the item to see if it can be returned or exchanged. The phone number to the store is **************.
Initial Complaint
Date:06/26/2025
Type:Order 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.
Hi purchase intA/C002 acpW/Gauge now I try to return the item and they telling me the I cant get my money back they claim the someone return the item the I purchase from ******* never use at all but they telling me I cant get my money return how is possible the anyone can just do that this is abuse of power I will like to know how you return someone else item with out the recive and the fisical item please help
Business Response
Date: 07/14/2025
I spoke to our Store Manager *****. Customer threatened the store manager when trying to return the item, after store manager told him our system shows it was already returned. Our manager called the police. Customer left and did not talk to police. Our store manager will process a one time courtesy refund on the part if customer returns it to the store and is civil with employees.

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