ComplaintsforO'Reilly Auto Parts

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The regional manager filed false paperwork to a debt creditor to make it look like I wrote them a bad check that was never issued to them because he is mad at my company.

  Customer response

  03/01/2024

  I would like to remove my complaint, the manager and I are working together to resolve my issues. We found out that someone stole my routing number and account number and printed checks and are now cashing them. I have contacted my bank and I believe ********** is doing their best to ************ me remove this from my credit report. 

  Business response

  03/04/2024

  I spoke to our Regional Manager ****. Customer pays daily on his account and our RM **** is not aware of any bad checks or past due balances owed to us. If customer has something with a debt collector or credit reporting agency, he will need to contact them directly regarding that. Customer did contact our District Manager **** today and tell him that the customer had a former employee who just quit steal his account and go get a whole bunch of bad checks made and brought one to us (********) over the weekend and use it. Our Loss Prevention Auditor and field management are looking into and investigating this now. 

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I in December 2023 I purchased a part for my car the part was a strut which carries a lifetime warranty on yesterday morning approximately 2:00 a.m. on my way home to strep throat causing my car to be inoperable the strut is the sky was not open that time of morning I had to find somewhere else to stay that night and attempt to get my car fixed as early as possible the next morning to get it off of the side of the road I was unable to get back to that particular store checking the other stores which I could have been able to make an exchange at one of the other stores have they had the part in stock which they did not at which point I had to go to a totally different company and purchase a new script in order to get my car serviced. Afterwards I contacted the store explaining the situation and asking them about the warranty and what could be done I'm being told they can give me another strutt I no longer need the other strutt so therefore either give me my money back or give me a part that I can use let me exchange it for other parts basically give me a store credit. When I contacted the store I was told this cannot be done only thing you can give me is a part that I no longer need. The gentleman that I spoke with over the phone even went so far as to tell me I had no business going anywhere else I should have waited on them or later until I could get myself over there to get the part from them how the h*** can you tell me what I can and cannot do with my own car. At this point ********** has lost a customer I will not go in that store and buy a s**** I hope that this will be taken care of by following this complaint with the better Business bureau I am going to also contact my credit card company and discuss the matter with them to see what they can do I do not have the receipt from ******** showing the purchase of the part but they do have my phone number on file showing the purchase and I am submitting with this complaint the receipt from the purchase yesterd

  Business response

  02/19/2024

  Before we are able to look into this any further, we need to know if the customer has contacted her bank and filed a dispute as she mentioned doing so in her complaint. If she has filed a dispute with her bank, we will not be able to do anything further and will have to wait on her bank to make a decision on her dispute. 

  Customer response

  02/22/2024

  no I did not dispute it with my bank however the compliant was resolved at the store level. Please close the complaint. 

• Initial Complaint

  02/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Attempted to purchase products online for in store pickup. Received multiple error messages that the payment could not be processed "Error ****" to contact customer support for further help. Reached customer service, rep stated I have to make purchases in store only and cannot make any purchases online. I requested a manager for further details and they were able to tell me that the third party company that they use to verify the info had flagged my account and I am not able to make online purchases. She did explain that she pulled up my prior history which shows I have been ordering for quite some time and have never had any issues. I am now stranded at my home as I cannot purchase the part and have it picked up for me as I have been discriminated against by their online order system and have been added to the list of known frauds or thieves. It is completely disrespectful that a company I have done business with since I was a kid can just blatantly discriminate against an honest hard-working individual that has given them an unknown amount of business for the past 2 decades. I would appreciate a deeper review into my profile and I would expect that they would have enough decency to reach out to this third party company "Forter" and have them clarify and straighten up this issue. As I am sure there are many other loyal customers that have been discriminated against as well and I plan on finding and contacting the others that have been discriminated against as this is pretty much a spit in the face for being a loyal and faithful customer. If discrimination is a valid option for ********** to blacklist me from their online services there would be no reason for me to shop there or have any of my customers and family members shop at ********** as well. There are many other businesses that do not discriminate against an honest and hard-working human being that has never defrauded anyone and is being accused of conducting fraudulent purchases. Shame on you **********.

  Business response

  02/02/2024

  Forter is a third party company that we use for verification of online orders. We do not have the ability to alter or modify their input and decisions, however our agent did provide feedback to them on the customer's attempted order from today 2/2/24. We are not provided information from the third party processor other than a yes or no, we do not see anything as to why they decline. Our supervisor who spoke to the customer also let him know that this could be a bank decline and suggested the customer speak with them. We use Forter for all of our online orders and have no way to circumvent their information and decisions. It is not discriminations against a customer, it is a step and process in the online ordering system that we have to go through.

  Customer response

  02/07/2024

  Complaint: ********
  
  I am rejecting this response because:
  I decline this as it is not a resolution.  I have no access to order online when that is my main option as I live in rural Texas at this time.  This is blatantly discrimination as I have been thrown into a category of people that have negativity impacted the business previously for no other actual reasoning or justification besides the company saying "they tell us yes or no".  This random act must have to do with how normally when I order online I always used any coupons that were available.  I feel this is happening because I only purchased using the available discounts and now I no longer have access to online orders or discounts because all the coupons are "ship to home" orders only and they have robbed me of this privilege to utilize the coupons and discounts.  If they are not willing to help and just throw their hands in the air like they have no control then at least make this right by sending me physical coupons I can use in the store every month that there is a promotion.  Otherwise if no help is offered to correct this situation I will take it to the *******, ******, and all social media platforms to gather the group of people that have also been taken advantage of and/or have been discriminated against. If this a 3rd party company you choose to do business with... someone that can negatively impact your business I would reconsider using them as we all seen how the budlight scenario turned out.  The working people are tired of being taken advantage of by big businesses that think it's okay to bully the working class like this when likely the person answering for O'Reillys has never even rebuilt a transmission or changed a valve cover gasket.  This is the problem with businesses now days and we as a whole are done being walked over by corporations that take advantage because they can. Please make this right and show me you are a company I won't regret making all of my prior purchases from for the past 20 or so years. Be human and put yourself in my shoes and please actually try to help me spend my money at your store in the future. I am very true to holding my ground and when I say I will not ever shop there again I really do mean it.  
  
  
  With much respect,
  
  ******** *****

  Business response

  02/07/2024

  Forter is a third party company that we use for verification of online orders. We do not have the ability to alter or modify their input and decisions, however our agent did provide feedback to them on the customer's attempted order from today 2/2/24. We are not provided information from the third party processor other than a yes or no, we do not see anything as to why they decline. Our supervisor who spoke to the customer also let him know that this could be a bank decline and suggested the customer speak with them. We use Forter for all of our online orders and have no way to circumvent their information and decisions. It is not discriminations against a customer, it is a step and process in the online ordering system that we have to go through. Our coupons are offered through our O'Rewards program and are issued once a customer earns enough points to receive a coupon. Every dollar spent before tax is equal to one point, and it takes 150 points per $5 coupon. Coupons are only issued in $5 increments ie: $5, $10, $15, etc. Coupons are issued every Tuesday once earned, and are valid for 90 days from date of issue. Coupons can be used in store or online. If the customer is referring to our percentage off discount codes listed on our website, those are issued by our marketing department for online, ship to home orders only at this time. It is still recommended that the customer contact his bank to see if that could have contributed to the Forter decline, and customer is welcome to try and submit another online order if he would like, however it will still be reviewed by Forter. 

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car would not start. I took it out and went to the store. I told the sales man I didn't know if it was the battery or the starter. He told me if I bought a battery and it wasn't the battery he would make an exception and allow me to return it. I explained I did not have money to buy a battery and a starter I would have to return the battery and use the money to get a starter. Put the new battery in and it did the exact thing. The very next day I took the battery back so I could buy the starter. He refused to take it back told me my old battery was no good and only returned the core for the battery. Said he didn't have my old battery but it was tested and it was bad. I don't think the battery and starter could go out at the same time. I would not have bought the battery if he had not said he would take it back. Now I have no way to buy a starter and no way to know if the battery I took was bad as he refused to give it back to me. I spoke with customer service and all they said was they don't have my battery. . I don't have another 250 to buy the starter now. Why did they get rid of my battery without my permission how do I know if it was really bad or not. Why did he say he would make an exception or is this how they get people to buy parts they really don't need.

  Business response

  01/29/2024

  Our District Manager ***** was not aware of this. She will call the customer to see what we can do regarding their issue. 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On June 12 of ***************************************************** a situation where an ******** employee swapped the alternator that I purchased for my Range Rover. The inconvenience of discovering the error during installation with your mechanic adds to the frustration. Moreover, being denied a refund by ******** compounds the issue, as it implies a lack of responsibility for the mistake and places an additional burden on myself, as the customer. This situation warrants clear communication with ******** to seek a resolution and address the dissatisfaction caused by the incorrect alternator and the challenges in obtaining a refund. I demand a refund immediately.

  Business response

  01/29/2024

  I called our District Manager *******. He was not aware of this situation. He will call the customer to see what we can do to assist her. 

  Customer response

  01/29/2024

  Complaint: 21202185
  
  I am rejecting this response because:
  

  I spoke with ******* IN PERSON and he agreed along with the store employees to NOT PROVIDE A REFUND. He was very rude just like his store employees.
  
  
  Sincerely,
  
  *******************************

  Business response

  01/29/2024

  Our Assistant Store Manager said that the part in question that the customer brought in was not ours. Our District Manager and Regional Manager have been made aware of the customer complaint and will look into and address it. Can you provide any photos of the part in question, as well as what was done to repair the vehicle? I do not show that we ever exchanged the part. 

  Customer response

  01/29/2024

  Complaint: 21202185
  
  I am rejecting this response because:
  

  I ordered the part in store since it was not in stock, and when notified that it was ready for pick up, i went to go pick it up. The assistant store manager accused me of swapping out the part with a part that was not of the stores.  How could this happen when I bought the part i took it to the mechanic and as soon as we opened the box he informed that this was not the part. I went straight back to the store and that is when they told me that I was trying to return a part that was not theirs. I went to the extent of going to another store on ******************* , and the manager at that store notified me that she has had lots of complaints for the store on University and ******* doing the same thing to other customers. I ultimately had to take my car to a shop to get it fixed.
  
  
  Sincerely,
  
  *******************************

  Business response

  01/31/2024

  From our District Manager ******* 1/30/24: "The customers sister came into the store today and I issued a full refund for the alternator in question. The refund was issued back to the original form of payment ( debit card) which the customer was fine with. This issued has been resolved."

• Initial Complaint

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Sir/Madam,I am writing to file a complaint against O'Reilly Auto Parts store **** ***** * ***** ****** *** *******) for fraudulent charges made to our business credit card. On 01/11/2024, we discovered that there were 187 unauthorized charges made to our credit card from O'Reilly Auto Parts. When we contacted the manager, they stated that some of the charges were delivered to a business called ***********, but the charges were made to our business credit card. Despite our repeated requests, the manager refused to give us a refund for the charges they made fraudulently.We have already contacted our bank and reported the fraudulent charges. We are also considering filing an attorney general complaint and possibly taking legal action against O'Reilly Auto Parts.I would appreciate it if you could investigate this matter and take appropriate action against O'Reilly Auto Parts. I have attached copies of some of the fraudulent charges and other relevant documents to this letter.Thank you for your attention to this matter.Sincerely,*********** ********

  Business response

  01/29/2024

  I spoke to our District Manager ****, who has been working with the customer on this. He had requested the customer provide him with the total dollar amount of disputed transactions so that we could credit him for them, and has not received that information yet. 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ORileys messed up my 2006 ***** impala because they sold the wrong plugs. Well they wrote me a check for the cars engine to be fixed which I greatly appreciate. The manufactured tested the spark plugs and seen they did not fit the vehicle and changed it in their database and on the web as does not fit a 2006 impala now. I just wanted to thank them for taking responsibility and paying to fix my 2006 impala they sold the wrong plugs for. I also want to say I wouldnt have came after them so hard if this was not the first but I believe the second car they messed up of mine by selling the wrong plugs. I say this because after I changed the plugs in my **** Monte ***** which takes the same plugs their website said I lost compression on the cylinders later found out and not thinking of how it couldve been the wrong plugs I scrapped the car. Well I bought same plugs for impala and it messed dip that engine as well and i knew once advance and AutoZone told me those plugs do not fit either car i got a mechanic to confirm what happen to my 2006 impala and I had to take a lost on my **** Monte ***** ls do to I couldnt prove what it did to that car. All I am saying is thank you for taking part responsibility and you might also want to update your computer systems for ****** on a **** ***** Monte ***** LS sfi 6 cylinder engine as those plugs do not fit that car either. I got the scrap ticket a few months after buying plugs for that car from you all too and autozone and advance auto confirms they dont fit yet ******* still says they do. You all actually messed up 2 cars of mine not just one and Im pretty sure just cant prove the other however u got the vin and receipt for the plugs before the impala plugs. Not worried about it but change your site for it as well not just impala. Thank you again

  Business response

  01/19/2024

  Our merchandise department and AC ***** are working together to make sure we receive proper cataloging and product information from the manufacturer. 

  Customer response

  01/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Thank you for trying and again for fixing whats wrong. I will continue to shop at ORileys now because taking responsibility and fixing mistakes is better than denying them. Everybody makes mistakes and Im glad ORileys had my back when its all said and done. ORileys got my vote again with all you all have done thank you.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought tire cable chains but when I put the tire cable chains on my car and started driving the car began to vibrate violently and two of the connectors came off. . The connector pieces that attach one end of the tire cable to the other are not well designed because they come loose easily. The tire cable chain also seemed to be too small for my tire because it fit very tightly on the tire. I went back to the store and they refused to refund the tire cable chain and they suggested that I get a tire chain tightener for an additional $11 dollars. I think that it is the poor quality of the tire chain that caused the problem in first place because the connectors don't connect the two sides securely and the two part of the tire chain come loose and a neighbor who helped me attach the tire chains told me that the connectors seem flimsy. My tire size is R 16 but this tire chain should only be used on tires that are R15 and smaller. When I bought the tire cable chain, the salesman told me that I could return it but the sales person I saw today said that they are not returnable.

  Business response

  01/16/2024

  Can you please provide the invoice number from the receipt where you purchased the chains so that I can look into this further, as well as the year, make and model of your vehicle? Thank you. 

  Customer response

  01/23/2024

  Hello BBB

  The invoice number is *********** and the sate of purchase is 1/6/2024. I asked the seller if I could return the tire cable chain if it did not fit and he said yes. Th problem with tire cable chains is that you are unable to determine that the tire chain will fit and work until you put the tire chain on and drive with it. Furthermore the salesmen did not tell me that I would have to buy a separate tensioner which helps the tire chain fit better which I found out from another employee.. The most important problem is that the locking mechanism is flimsy and the tire chain came partially loose.The whole tire chain design was poorly constructed and it looked flimsy  but I needed tire chains at the time.

  Thank you

  Business response

  01/23/2024

  Thank you for the information. I called our store at **** **** ***** *** ********** ** ********** and spoke with the Manager on Duty ***. The chains the customer purchased do not come with tensioners, but the packaging does state what size tires the chains are for and will fit. The following information can be found on our website: *********************************************************************************************

  Warranty:  Product Packaging Must Remain Unopened And Untapped To Be Eligible For A Refund
  Unit of Measure:  Per Pair
  UPC:  # 51217010344
  Series: Cable Chain
  Weight (Lbs): 6 Lbs.
  Rim Size (in): 13 To 18 Inch
  Number Of Cross Chains: 12
  Number Of Rollers Per Cross Chain: 24

  Cable Tire Chains; See Detailed Description For Applicable Tire Sizes;
  

  IMPORTANT: Due to Tire Size Variations, Pre-Fit Prior To Use!
  Fits Tire Sizes: P235/50R13, P245/50R13, 195R14, 205R14, P215/70R14, P215/75R14, P225/60R14, P225/65R14, P235/60R14, 27X8.5-14, 185R15, P195/70R15, P195/75R15, P205/55R15, P205/65R15, P205/70R15, P215/55R15, P215/60R15, P225/55R15, P195/55R16, 195/60R16, P205/55R16, P205/60R16, P205/65R16, P215/50R16, P215/55R16, P215/60R16, P225/50R16, P235/55R16, P245/45R16, P205/50R17, 205/55R17, 215/45ZR17, P215/50R17, 225/45ZR17, 235/40ZR17, 245/35ZR17, 245/40R17, 215/40ZR18, 215/45ZR18, 225/40ZR18, P220/55R390.
  Patented Snap-lock fastening system
  Meets SAE Class S clearance requirements
  Zinc plated case hardened rollers

  Once the chains are open and/or installed, we are unable to return them. The receipt also prints this information, stating "must be returned in unopened package". I have attached a copy of the invoice the customer received with their purchase. 

   

  Customer response

  01/23/2024

  Dear Better Business Bureau

  I compared the tire cable chain connector from the O'Reilly tire chain and from the ****** tire chain and you can clearly tell that the O Reilly tire cable chain connector has a large hole that prevents a  secure fit with the oher end of the tire chain. The picture I sent is a side by side picture of the O" Reilly   snow tire cable chain connector and a picture of another snow tire chain connector .You can clearly  see that the O'Reilly snow tire cable chain connector has a large hole for the other part of the tire chain to connect to and the connection is loose and that is why the O reilly tire cable chain comes off.  On the other hand the cable tire chain connector from ****** has a small hole allowing for a tight connection so that the tire cable chain will not come loose. This picture clearly shows that the O"Reilly tire cable chain is poorly designed.

• Initial Complaint

  01/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a transmission from this company through O'Reilly's auto parts. had a liscensed mechanic install the transmission and it was defective. The mechanic took it out and we sent it back at the request of power torque and they sent a replacement. The 2nd one was also defective. Our mechanic took it out and power torque replaced it for a 3rd time. Once again, it was defective and leaking oil from 2 areas. we asked the mechanic if he can just fix this one since power torque cant seem to build a transmission. He fixed it and we have the car back after 10 months with no car because of power torque. This happened to my mothers 2002 Dodge Durango. Each time the mechanic cost was $900 for a total of $2700 out of pocket. On a 2nd case I bought a transmission from the same place for my 2005 H2 Hummer and am on my 2nd transmission from these people waiting for the mechanic to get my H2 into his shop. Same mechanic, same shop. Power torque has paid nothing for labor cost to replace their junk in our vehicles and we've been MONTHS without our transportation. On the H2 I'm out $900 and about to happen again. I'm looking at $1800 out of pocket. O'Reilly's auto parts says they are the middle man and has no part in it. no help at all. Thanks in advance for any help.

  Business response

  01/29/2024

  We are Power Torque Inc in Ellisville MO 63021.  We are an industrial company that has no affiliation with O'Reilly's and we have never sold automotive parts.  If you check our Website we even have a place trying to direct their unhappy customers to the correct Power Torque.  We have been in business 56 years and do not appreciate our company being connect to the other Power Torque.  I'm not sure where the BBB received their information from because this has happened before.  Please correct your records to the correct Power Torque.  IF you need more information to get this corrected please let me know.

  Trudy Anderson    *********************

  Power Torque Inc

  ************

  Business response

  02/01/2024

  Power Torque handles all of their warranties themselves. If the customer would like to provide us with their Power Torque claim number, as well as original invoice number for the purchase of the transmission we can look into this further. 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 1, 2023 I purchased a Microgard oil filter part # ******** from O'Reilly's Automotive store, located at: **** * ***** ******, Merced, Ca. for my 2022 Hyundai Santa Cruz. After completing the oil change on my vehicle, I started the vehicle and allowed the engine to idle for approximately five minutes. At this time the warning light came on showing a malfunction indicator lamp. I Immediately turned the engine off. Not knowing what the problem was I had my vehicle towed to the Hyundai dealership in Merced, Ca. to be diagnosed. The service department discovered a plastic threaded drain plug lodged in the oil pick up line. This problem starved the engine of oil, destroying the engine. The reason the drain plug was able to become lodged in the line is because of poor packaging by the manufacturer. The plug was loose in the oil filter box and became lodged inside of the oil filter and when the engine was started the drain plug was sucked into the oil pick up line which starved the engine of oil. Replacing the engine was done by the Hyundai dealership in Merced, California. The cost was $11,309.08. The Microgard Select oil filter is sold by O'Reilly's for the 2022 Hyundai Santa Cruz.

  Business response

  01/05/2024

  In reviewing the customer's purchase history with us, I do not have an oil filter purchased on August 1, 2023. There was one purchased on 8/8/23 that was refunded on 8/19/23. In order to look into this further, we will need to know if that is the purchase in question or if it was a different one. We will also need a copy of the estimate for repairs from the dealership the customer went to stating what the issue is, what caused the issue and the estimate for repair. 

  Customer response

  01/07/2024

  Complaint: ********
  
  I am rejecting this response because: I did purchase the oil filter from O'Reilly's Automotive located in Merced, Ca. on August 1, 2023, this is the one I used for my oil change and the one that created the problem that destroyed the engine on my 2022 Hyundai Santa Cruz. I purchased the exact same oil filter on August 8, 2023, for the purpose of comparing the packaging. The second oil filter packaging was the same as the first oil filter I purchased, with the small plastic oil filter canister drain plug loose in the box and not contained in the small parts bag with the other small parts. 

  If O'Reilly's can find proof that I purchased an oil filter on August 8, 2023, they can also find that I purchased the exact one on August 1, 2023. I feel that the part that destroyed my engine should be addressed, and I believe I am due to be compensated. 
  
  
  
  Sincerely,
  
  ****** *********

  Business response

  01/08/2024

  After reviewing this with our District Manager, we found that our store filed a labor claim with the manufacturer on behalf of the customer. The manufacturer tested the oil filter and determined it was not defective and denied the claim. O'Reilly Auto Parts does not review, consider or pay labor claims, they are handled entirely by the manufacturer. If the customer is unhappy with the claim determination, he can contact the manufacturer. 

*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. ↩