Business Profile

New Auto Parts

O'Reilly Auto Parts

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Auto Parts.

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

250 total complaints in the last 3 years.
65 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:06/01/2024
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 purchased a battery online 2days ago. Then picked it up from the store at *************************************. When I went to install it I noticed in was not new at all. In fact, it was 3 years old. The lady at the store would not exchange or return it, contrary to the corporate return policy.
Business Response
Date: 06/03/2024
I called our store at **************************************-3849 and spoke to our *** ****. She is the one who assisted the customer when he picked up both of the batteries on his order K37081979R57141. Customer invoice *********** 5/**/** for *** CAPTAINJ and *** 24DCMJ. The battery in question is the *** CAPTAINJ. The *** verified the battery was new and had 2024 date code stickers on it for charging. The battery the customer later brought in stating it was from 2021 to our *** **** was not the same battery she had provided him when he picked up his order. The battery the customer brought back in stating he could not install it for his customer because it was three years old had a 2021 date code sticker on it, the terminals were scratched and marred and the battery was dirty and clearly used. The *** **** thought the battery the customer brought in was the core battery. ******** instead stated it was the battery she had given him at the time he picked up his order. *** **** stated it was not the same battery and declined a refund. We are not able to assist with a refund on the ************************************* We would need the new battery he picked up on 5/30/24 with the 2024 date code sticker.
Initial Complaint
Date:05/31/2024
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 ordered a water pump from ******** as well as some new spark plugs for my car since it just broke down this week , I was happy to see that the order was shipped fast but was fastly dissatisfied when I opened the package and saw that they gave me the wrong order . They sent me 6 bosch spark plugs which wasnt even the amount or brand that I had ordered ( I ordered ngk) and there was also no water pump . My car is now going to have to sit as I have to go to another store to get the piece because I cant be without my car for too long I need to work to make money so I dont end up on the streets . My order number is K37063654R95159. I talked to a customer service agent who was of no help and started a claim with *** for a lost package ? Like *** were the ones who packed the package . This is unfair
Business Response
Date: 05/31/2024
Our team reached out to the customer via email today after being unable to reach him by phone. The following was sent:

Good Morning-

I just wanted to reach out regarding your claim. We would just need you to return the items you mistakenly received, we can then either refund you for your order or exchange for what you ordered. If you prefer to receive the items your ordered in lieu of a refund, I can contact your local store and setup and exchange of the Bosch spark plugs for the water pump and NGK spark plugs. If you prefer that, just let me know what store is most convenient and I will set that up for you.

If you prefer a refund only, please utilize the pre-paid label I emailed you to ship those back, or, you can drop the Bosch spark plugs off at any local store (just let me know which one, so I can then call them and verify), once I verify receipt, I will process a refund from here.

Just let me know which option works better for you.

Thank you

Sincerely,

*******
******** Customer Service
*************, option #1
Initial Complaint
Date:05/30/2024
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 aftermarket trailer brake control module from ******** that caused electrical problems with my truck eventually I had to return it because I was running out of money so I needed money to continue to stay at a hotel and needed food I was given a receipt of proof of purchase I have filed a claim with global horizon and they are asking for there product back to continue the claim Oriellys is refusing to work with me when global horizon would purchase trailer brake control module back from Oriellys and send a return label again Oriellys is refusing to do so.
Business Response
Date: 05/31/2024
Customer first contacted us on 4/29/24 asking how to see about reimbursement for a trailer brake control module he installed that caused damage to his PCM. Our team member explained the labor claim process and that we would need him to return the defective product, along with an estimate for repairs or a repair bill, to our store and they would start a labor claim and send the product and documentation to the manufacturer so that they could test the product, determine why it failed and determine what, if anything, they would reimburse. Customer has contacted us five times since then stating he wanted to see about going directly to the manufacturer himself. Customer returned the part to our store on 5/8/24 and received a refund for it. At that time the customer did not tell our store the product was defective or caused damage to his vehicle and the part was sent back as a new return to our distribution center. Our store requested the part back from the distribution center and has it, if the customer would like the part back to send to the manufacture, he will need to repurchase it from the store. We cannot give the customer the part unless it is paid for. The customer can go to our store at *****************************************-6145 and speak to management if he would like to repurchase the part to send to the manufacturer, or he can bring the required documentation for a labor claim to that same store and they will assist with getting it filed and sent to the manufacturer.
Initial Complaint
Date:05/29/2024
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.
March 6, 2024, I asked Ms. **** to take me to the O'reilly auto parts store to get my battery charged. We went inside. I asked if someone could come out to bring my battery in so I can get it checked. The person named ******* said he didn't have to bring it in, so he came out and tested it from the jeep. Then he said the battery is low to come back in one hour. So we left the batterythere. He did not tag the battery nor did he give me a receipt; he just said it would be ready in one hour. Later that day, we came back to get my battery. A female staff said to me we can't give you, your battery and I ask why then a male a third person enter the conversation also and they both said to me because your battery has acid all over it and it is against the store policy to give it to the customer because we can get *** or the store can be shut down. I asked, "Are you going to give me another battery?" The female staff offer me $10.00 dollars for my new battery but that's all. This went on for at least 30 minutes or more. Then I asked for a manager and she said he's on the phone. Then ******* came out of the back and I spoke to the district manager and he said to give you your battery and he put a battery in a plastic bag and carry it out to Ms. **** jeep. I was afraid something could happen to us because of the statement about acid on the battery. The next day I looked at the battery. And it wasn't my battery but another customer. I called the headquarters of ********************** and told them that it wasn't mine and sent a picture of the battery that was in the plastic bag. I spoke to the district manager ****** who said he was aware of it. Finally Monday April 29, 2024 ******** offered me a battery with no warranty on it, but my battery had a 2 year warranty on it. I said I wasn't going to accept the battery that way. I said I won't keep coming back for this situation. It's time for the court to settle this matter. ******* said with a smirky smile. I see you in court.
Business Response
Date: 05/29/2024
Our District Manager spoke to the customer 3/20/24 and asked for pictures of the customer's battery from her truck as well as the year, make and model of the truck. The customer initially sent the District Manager a picture of a lawnmower battery, then stated that was incorrect and the battery should be for her truck. The customer stated she would have to call someone and find out. The customer sent the District Manager a picture of the door jam of a 1984 ***** S10 but stated she did not have a picture of the battery. A group 75 or group 78 battery are what fit customer's vehicle and District Manager said that we would replace her old one with a new one and that all she would need to do was go by store 1284 and see the manager. Customer originally told the District Manager that she did not want a battery from ********, but then on 4/23/24 told the District Manager she would accept and go to the store to pick up the battery. Since we cannot verify what battery the customer left with us, or how old it was, the District Manager offered a replacement battery that is new but holds no warranty. I have attached the picture the customer sent us for her battery, which shows a EverStart Lawn and Garden Lead ************* ***** Size U1-340 - 12 Volt, 340 CCA from Wal-Mart. At this time, we are still offering a replacement battery, but it will have no warranty.
Customer Answer
Date: 07/12/2024
Id either like to get a battery with a warranty on it or or the amount of that battery so we can get the battery with a warranty on it.
Business Response
Date: 07/12/2024
Our District Manager spoke to the customer 3/20/24 and asked for pictures of the customer's battery from her truck as well as the year, make and model of the truck. The customer initially sent the District Manager a picture of a lawnmower battery, then stated that was incorrect and the battery should be for her truck. The customer stated she would have to call someone and find out. The customer sent the District Manager a picture of the door jam of a 1984 ***** S10 but stated she did not have a picture of the battery. A group 75 or group 78 battery are what fit customer's vehicle and District Manager said that we would replace her old one with a new one and that all she would need to do was go by store 1284 and see the manager. Customer originally told the District Manager that she did not want a battery from ********, but then on 4/23/24 told the District Manager she would accept and go to the store to pick up the battery. Since we cannot verify what battery the customer left with us, or how old it was, the District Manager offered a replacement battery that is new but holds no warranty. I have attached the picture the customer sent us for her battery, which shows a EverStart Lawn and Garden Lead ************* ***** Size U1-340 - 12 Volt, 340 CCA from Wal-Mart. At this time, we are still offering a replacement battery, but it will have no warranty.
Initial Complaint
Date:05/23/2024
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.
On 08-20-2020 I paid Oreilly Automotive manager ************ a sum of $3131.94 for a new completely rebuilt transmission that he ordered from out of state..included I also paid a $ ****** installment fee for the part. The defective transmission never shifted properly and jerked hard when put in reverse . After taking to several shops I was told in writing that the transmission was severely defective and would not last long. It has not. Oreilly has not taken responsibility for this defective part , never serviced the part or paid the monies I have invested . This is a very expensive venture for me and I have been met with no satisfaction whatsoever.
Customer Answer
Date: 05/27/2024
After having trouble with transmission I took it to a independent transmission shop here ( please see the attachment ) They stated that :
" TRANSMISSION HAS A DOUBLE ENGAGEMENT WITH A HARD APPLY IN REVERSE " This has made the transmission SHIFT badly and JERKS extremely
hard when put in reverse. The independent shop evaluation is on the attachment I have sent with this letter. Thank you
Business Response
Date: 05/28/2024
The manufacturer of the transmission, Power Torque, handles all of their own warranty claims on their products. Their phone number is ************. The transmission was purchased 8/20/20 and had a three year limited warranty which expired 8/20/23. The customer would have to talk to Power Torque regarding warranty.
Customer Answer
Date: 05/30/2024
Complaint: 21749331

I am rejecting this response because: Because I spoke to Power several times over the phone and nothing happen. They took all my information
and never made any type of effort to do anything.
To be fair I gave my money to ******** not to Power T. therefore the responsibility lies with Orielly not with some third party . I am very dissatisfied with
this situation.... ******** should be held for customer satifaction whomever they do business with...Ive spent over $4000.00 for a service and my truck is not running.
Sincerely,

******************************
Initial Complaint
Date:05/18/2024
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 4/5 I bought a new battery from ******** in *******. On 5/6 the battery died and I needed to pay $80 for a jump. I took it to a mechanic and asked if it could be the alternator or starter and after a check he said that the battery was dead and that I'd need a new one. I bought the better there and had it replaced. I went back to ******** and they said that they would give me another battery but that I wasn't eligible for a refund. I paid $230 for a lemon battery, had to get it replaced because it didn't work, and am now being told that I'm just out the $230 for it not working. The story I went to also told me to just say the battery works and sell it second hand.
Business Response
Date: 05/20/2024
I spoke to our Regional Manager *****. The customer can take the defective battery back to our store and we will refund him for it.
Initial Complaint
Date:05/09/2024
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 alternator from OReilly auto parts for my 2011 ********** Jetta. I installed it but it kept damaging batteries. After two $400 batteries were damaged and the car would not hold a charge.I took the car to oReilly auto parts to check the voltage and they claimed that it was good.Months go by as I save up money to put it in the ********** dealership shop. There ********** diagnosed it with a faulty alternator. This faulty alternator was spinning in the wrong direction according to the ********** dealership. This faulty alternator caused $3500 in damage to the electrical system.I have all the documentation to prove this, and when I reached out to OReillys customer service in the corporate office, they assured me that they would take care of it once it was routed through the local manager.The manager called me and immediately started shifting the blame to their supplier and said that they will not do anything because they are not liable for any damages. They told me good luck in court!I am now trying to work with the Justice of the Piece as this is a small claims matter under $5000. I would love to get a lawyer involved because these people are crooks and they do not stand by their word. They will sell you faulty parts that will destroy your vehicle and they will take no accountability. This company, lacks integrity and moral values! I will never use them again, as there are plenty more reputable parts houses available. I wish there were someway for OReillys to go bankrupt!
Business Response
Date: 05/13/2024
I called and spoke to our District Manager ****. He called and spoke to the customer and explained that for us to do a labor claim with the manufacturer the store would have to have the defective alternator to send them for testing. Since the customer did not notify our store that they wanted to file a labor claim with the manufacturer at the time they did a warranty exchange on the alternator April 23, 2024 on invoice 5438-305653 the store has already sent the part back to the manufacturer and has no way to retrieve it or locate it for a labor claim. O'Reilly Auto Parts does not file labor claims or reimburse or guarantee labor, labor claims are handled solely by the manufacturer of the part.
1.4) NOT COVERED BY LIMITED WARRANTY
This limited warranty does not extend to any product that fails due to:
(i) Accident or collision
(ii) Improper use, installation, maintenance, or service
(iii) Use of the product with other third-party product(s) which fail
(iv) Abuse, misuse, modification, or neglect of the product
(v) Failure to follow directions on proper use or installation
(vi) Flood, chemical fallout, salt, hail, or other environment conditions including natural disasters
(vii) Installation or use on vehicles used for powersports, off-road, or racing purposes where such product is not intended for these applications
(viii) Installation or use on vehicles used for marine purposes where such product is not intended for marine use
This limited warranty does not cover labor, towing, or rental car charges, which are the sole responsibility of the purchaser.
This limited warranty does not cover incidental, consequential, indirect, or special damages.
This limited warranty represents the total liability of OReilly Auto Parts for any product to which it applies. OReilly Auto Parts makes no other warranties or representations of any kind whatsoever, expressed or implied, and all implied warranties including any warranty of merchantability and fitness for a particular purpose are hereby disclaimed. Some states do not allow the exclusion or limitation or incidental or consequential damages or the disclaimer or implied warranties, so the above limitations may not apply to you.
Our full warranty information can be found here ***************************************************
We would only warranty replace the product for the customer, which we did.
Customer Answer
Date: 05/19/2024
Complaint: 21690801

I am rejecting this response because:
On 4-23-24 ORileys in Kinder La was notified personally by my self that we were going to place a claim for Labor and expenses I personally told Employee ****** that we were he replied that he was only an employee this was the day that they excepted the faulty alternator and gave us a replacement that is not the correct alternator for my vehicle just as the other alternator was incorrect for my vehicle have documentation from ********** as proof a license ********** technician and mechanic who is employed by dealership

Sincerely,

***************************
Business Response
Date: 05/21/2024
I called and spoke to our District Manager ****. He called and spoke to the customer and explained that for us to do a labor claim with the manufacturer the store would have to have the defective alternator to send them for testing. Since the customer did not notify our store that they wanted to file a labor claim with the manufacturer at the time they did a warranty exchange on the alternator April 23, 2024 on invoice 5438-305653 the store has already sent the part back to the manufacturer and has no way to retrieve it or locate it for a labor claim. O'Reilly Auto Parts does not file labor claims or reimburse or guarantee labor, labor claims are handled solely by the manufacturer of the part.
1.4) NOT COVERED BY LIMITED WARRANTY
This limited warranty does not extend to any product that fails due to:
(i) Accident or collision
(ii) Improper use, installation, maintenance, or service
(iii) Use of the product with other third-party product(s) which fail
(iv) Abuse, misuse, modification, or neglect of the product
(v) Failure to follow directions on proper use or installation
(vi) Flood, chemical fallout, salt, hail, or other environment conditions including natural disasters
(vii) Installation or use on vehicles used for powersports, off-road, or racing purposes where such product is not intended for these applications
(viii) Installation or use on vehicles used for marine purposes where such product is not intended for marine use
This limited warranty does not cover labor, towing, or rental car charges, which are the sole responsibility of the purchaser.
This limited warranty does not cover incidental, consequential, indirect, or special damages.
This limited warranty represents the total liability of OReilly Auto Parts for any product to which it applies. OReilly Auto Parts makes no other warranties or representations of any kind whatsoever, expressed or implied, and all implied warranties including any warranty of merchantability and fitness for a particular purpose are hereby disclaimed. Some states do not allow the exclusion or limitation or incidental or consequential damages or the disclaimer or implied warranties, so the above limitations may not apply to you.
Our full warranty information can be found here ***************************************************
We would only warranty replace the product for the customer, which we did.
Initial Complaint
Date:05/08/2024
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 bought wind shield wipers for 2 of my cars. I was well in the manufacturing warranty and store warranty. They refused to replace the defected wind shield wiper which was only 7 months old. They also disrespected me as a 65 year old senior citizen made rude nasty comments and refused to replace the defective wiper blade.
Business Response
Date: 05/13/2024
Invoices for blades under cust account:

5159-133560 6/1/18 BOS R1116 1 year warranty expired 6/1/19
5159-182085 1/13/20 BOS 17PUV and BOS 26PUV 1 year warranty expired 1/13/21
5159-217608 4/8/21 BOS 18PUV and BOS 26PUV 1 year warranty expired 4/8/22
5159-307978 11/10/23 RNX 830020 and RNX 830024 1 year warranty expires 11/10/24

I called our District Manager ****. DM spoke with customer. The customer brought in ***** wipers to store for warranty instead of the Rain-x he purchased 11/10/23. Cust wanted warranty on ***** blades that only had a 1 year warranty. Customer understood, but then went back in store, got upset again and left again. The ***** wipers the customer has are all over a year out of warranty and cannot be warranty replaced.
Initial Complaint
Date:05/06/2024
Type:Sales and Advertising 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 academy and union sold me the wrong size cv axle mm off and it damaged the tranmission $9000 plus in damage the cv axle was also damaged due to them selling two different strutts witch is documented from ********* transmission was confirmed damaged by incorrect length I have picture and mechanoc documents to prove this the district manager ****************** is rude does call hides in his office asks you a question and speaks over you and tells you he doesn't have to listen to you he refuses to to deal with the situation also falsely identify himself as a mechanic when he is not he tells me it's impossible to have a larger cv axle fit in the transmission it won't go in yet the transmission shop said it happens all the time and usually it will slide in but won't come out also work on a fleet of 50 landscape trucks and have done 100s of cv axles the
Business Response
Date: 05/07/2024
I called and spoke to our District Manager regarding this. At this time, our *************************** has only been contacted by the vehicle owner, *****, who is *********** mother. ********* installed the parts for his mother, but is not an ASE Certified mechanic. The mechanic is the last line of defense for a customer to make sure that the correct ********************** are being properly installed in their vehicle. Our District Manager has verified that based on the *** provided to us by *****, the part sold is the correct part for the customer's vehicle as recommended by the manufacturer. ***** was asked to provide documentation so that a labor claim can be filed with the manufacturer or the part, as O'Reilly Auto Parts does not guarantee or reimburse labor, nor do we process, review or approve labor claims. At this time, we do not have all of the required documentation to file a labor claim with the manufacturer for *****, but our District Manager and store will go ahead and file the claim with what has been provided to date. The manufacturer will receive the defective part and documentation and they will then review and test their product to determine why it failed and what, if anything, they will reimburse. That decision is solely up to the manufacturer of the part. The customer, *****, and her son, *********, have also been trespassed from our store at *********************************************** by local law enforcement and the request of our District Manager due to belligerence and harassment of our employees. The District Manager is still willing to speak with *****, the vehicle owner, over the phone if necessary.
Customer Answer
Date: 05/10/2024
Complaint: 21674788

I am rejecting this response because:
Because it is inaccurate information the manager said you can't put a larger cv axle in the transmission witch was disproven both by the transmission shop and ****** said it happens all the time. The parts where also very close in size being only a few mm off in length of the shaft and width of the shaft images will show this also the shaft went in fine but did not seat a few mm same amount the shaft they sold was longer. Note orielys computer system is inaccurate for there are multiple complaints including paying for an engine this year for wrong spark plugs that their system said qhere for that custumers vehicle they replaced his engine by the way witch the district manager tells me they never due that but they did in multiple cases. The computer system at orielys sells the cv axles length as 25 15/16 but the one I bought from ****** after the damage was 25 5/7 clearly shorter so no their system is selling a shaft that is slightly longer and wider than the original with damaged the tranmission they are responsible they can pay for it the what I'm asking for is one nothing compared to the billions orielys brings in but is way less than the court fees if they do not take responsibility for their negligence also I have several outher vehicles on my mechanic account at orielys with cv axles bought for them also I'm not a mechanic but I have a mechanic account and have continued to use it for parts after this problem was brought to their attention so I don't understand how you can say we won't pay for it because you're not a mechanic yet for over a month I've bought more parts with the account so it seems a little contradictory to me

Sincerely,

*****************************************
Customer Answer
Date: 05/10/2024
Also show me the police report number because I didn't not talk to the cops and I was walking out the door before he said to leave the cops never showed up though so again misrepresentation of the truth no cops where ever their he pretended to call them and he called them because he was being rude and disrespectful calling names raising his voice and talking over us so we started recording him and he said we can't and then said he was calling the cops all of witch I had already walked out of the buildand was sitting in my car I did call him a fat waste of space before I exited but he treated to call the cops on my mother becaus3 he was being recorded being disrespectful to custumers font worry though I'll put it up for the world to see how orielys treats custumers
Business Response
Date: 05/15/2024
I called and spoke to our District Manager regarding this. At this time, our *************************** has only been contacted by the vehicle owner, *****, who is *********** mother. ********* installed the parts for his mother, but is not an ASE Certified mechanic. The mechanic is the last line of defense for a customer to make sure that the correct ********************** are being properly installed in their vehicle. Our District Manager has verified that based on the *** provided to us by *****, the part sold is the correct part for the customer's vehicle as recommended by the manufacturer. ***** was asked to provide documentation so that a labor claim can be filed with the manufacturer or the part, as O'Reilly Auto Parts does not guarantee or reimburse labor, nor do we process, review or approve labor claims. At this time, we do not have all of the required documentation to file a labor claim with the manufacturer for *****, but our District Manager and store will go ahead and file the claim with what has been provided to date. The manufacturer will receive the defective part and documentation and they will then review and test their product to determine why it failed and what, if anything, they will reimburse. That decision is solely up to the manufacturer of the part. The customer, *****, and her son, *********, have also been trespassed from our store at *********************************************** by local law enforcement and the request of our District Manager due to belligerence and harassment of our employees. The District Manager is still willing to speak with *****, the vehicle owner, over the phone if necessary.
Initial Complaint
Date:04/25/2024
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 a battery from them on line. I had to do it this way because my car's battery was completely dead and unchargeable. I was told that I would have the battery delivered the next day. The next day I was told that "someone" made a mistake and the battery wasn't taken to *** like it should've been. So, the battery was sent a day later. It was left on my doorstep in a completely destroyed box, covered in battery acid. I contacted the store and told them that battery was damaged and they said they'd send another one to replace it. Then the excuses and stalling started. I placed the original order 4 days ago, asked for a replacement 2 days ago, still have received nothing but lip service, and have been without transportation the entire time. I'm 71 years old, in poor health and live completely alone. I have no friends or family in ************ or for hundreds of miles, and have to depend entirely on myself. I need to have a functioning vehicle; I can't shop, I'm unable to seek medical attention if necessary, no way to respond to any emergency that requires leaving the area quickly.
Business Response
Date: 04/30/2024
April 26, 2024 the customers battery was delivered to our local store and then picked up by Door Dash and delivered to the customer. I spoke to the customer that morning via our chat system and assured him the battery would be to our store by 1100 and once we confirmed it was there we would arrange for Door Dash to pick it up and deliver it to him that same day, which they did. I also offered the customer a $150 gift card for the inconvenience, which he accepted. I put in the request for it to be issued and mailed to him on 4/26/24 also. We consider this matter to be addressed, resolved and closed.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

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