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

184 total complaints in the last 3 years.
46 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:08/28/2023
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.
Supplier Claim ******** * ** ***** ******* - Sons Motors
First of all, let me just say that I have been doing business with O’Reilly Auto Parts since 1993 and I’ve been a professional technician since 1996. I also appreciate all of the great parts and service from the company, over the years. I have never, in 32 years of working on vehicles and equipment, had a part failure cause the kind of, for lack of a better word, unique failure. I also fully understand that O’Reilly Auto Parts does not remanufacture components; they just make some profit from distribution, and sales. The alternator pulley fell off of the alternator only 4 days(213 miles) after being installed. The serpentine belt that drives the water pump, fell off. No battery light or CEL illuminated to warn the customer of the situation, and the engine over-heated, and blew the head gasket. The engine had coolant leaking into cylinders #3 and #4 at a high rate. I really appreciate the assistance of the local district manager ******* ***** in this difficult situation. I only ever filed on claim, but the remanufacture denied it. The manufacturer is responsible for tightening the pulley(there is no pulley nut on this particular design), and only if the voltage regulator fails does the battery voltage have time to drop enough for the battery light to illuminated. I had to eat shit on this job, because I will not even get paid for my labor of replacing the engine. I only want the parts reimburse to the customer to make things right. The total was $2,714.00 and I have received $233.42 leaving a balance of $2,480.58 for the engine that I had to replace because of an alternator. It won’t even pay for the tow truck or rental car. Even though I might have to take the company to small claims court, I understand (from ample research) that this was a fluke occurrence, that will hopefully never happen again in my career. I will also continue to recommend O’Reilly Auto Parts as my first choice to my customers.
Business Response
Date: 08/29/2023
Our store submitted a labor claim for the customer to the manufacturer, ******** ***** ** ******** ***. The labor claim denied by manufacturer with the comment "The results after inspection and testing showed that the unit was received with a loose pulley nut. If the pulley comes off due to a loose nut, the warning lights come on which provides ample time to pull over before any engine damage occurs. If you have any questions or comments regarding this claim, please feel free to call our Technical Hotline at (800) 228-2672 between the hours of 6:00am to 5:00pm PST, Monday through Friday." O'Reilly Auto Parts does not reimburse labor, that is something only offered by the manufacturer. I have attached the denial letter from the manufacturer. If the customer has any additional issues with the labor claim, they would need to contact the manufacturer. We reimbursed the customer $ $233.42 for alternator via a check and it was hand delivered 8/22 to the customer. The customer would need to contact the manufacturer for any additional questions or concerns regarding their decision on the labor claim. We consider this matter closed.
Customer Answer
Date: 09/05/2023
Complaint: ********

I am rejecting this response because: I know its not in the companies best interest to do the right thing(even for a long time commercial customer),so even though the customer is now seeking legal action, I hope that we can continue to do business at this time. Thank you

Sincerely,

****** ****
Business Response
Date: 09/06/2023
The customer would need to contact the manufacturer for any additional questions or concerns regarding their decision on the labor claim at ***** ******** between the hours of 6:00am to 5:00pm PST, Monday through Friday. There is nothing additional that we can do, as all decisions regarding labor claims are made by the manufacturer. We consider this matter closed.
Customer Answer
Date: 09/07/2023
Complaint: ********

I am rejecting this response because: The matter has been taken to small claims court. Can we please close this case? Thank you

Sincerely,

****** ****
Initial Complaint
Date:08/23/2023
Type:Delivery 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.
Stated on website that my order would be next day delivery, which is why I placed it. After a couple hours I received email that it shipped but in fact they just created a label and the delivery date changed to 8/24 Which is not next day delivery as stated in checkout!!!! I would not have ordered it for delivery if it was not next day and company refused to cancel the order even though it was sitting in a warehouse and all they did was create a shipping label but already would not be honoring the next day delivery which is dishonest business practice and false advertising!
Business Response
Date: 08/24/2023
I have attached our shipping FAQ from our website, *******************. The customer chatted in with our Internet Customer Support on Tuesday, August 22 and also Wednesday, August 23. They provided the information from the FAQ to him. I have also attached them. They also issued a $15 O'Rewards coupon to the customer for the inconvenience, which will issue on Tuesday, August 29. UPS shows that the customer's package is out for deliver today. I have attached a screen shot from UPS.com. If the customer would prefer a refund to the part, he can return it to any of our stores. I show there are several O'Reilly Auto Parts stores close to the customer, and have attached a map with that information. Unfortunately all delivery dates shown on OReillyAuto.com are estimates, and it is not possible to guarantee a delivery date. Orders can be delayed due to carrier delays, natural disasters, and other unforeseen circumstances beyond our control.
Shipping & Delivery
When do I have to place my order to receive Next Day Delivery?
For your convenience, an easy-to-use order countdown is included anywhere a Next Day Delivery estimate is shown (all product, My Cart, and Checkout pages). Next Day Delivery eligibility is based on daily order cutoff time which varies by location, product, and availability. Final eligibility and estimated delivery date is calculated during the Delivery step of Checkout.

How do I qualify for Free Next Day Delivery?
Most orders totaling $35 or more (excluding any core charges) qualify for free shipping or Free Next Day Delivery to eligible addresses. Item cancellations that bring your order total below the $35 minimum and special order items may also impact Next Day Delivery eligibility and cost. Oversized items, items requiring special handling, and some shipments to Alaska or Hawaii are not eligible for Free Next Day Delivery.

Why doesn’t my order qualify for Next Day Delivery?
Not all delivery addresses are eligible for Next Day Delivery. Final eligibility for estimated Next Day Delivery is calculated during the Delivery step of Checkout. Your delivery estimate may change during your shopping experience based on items added to your cart.

What if my Next Day Delivery order does not arrive on the estimated delivery date?
All delivery dates shown on OReillyAuto.com are estimates, and it is not possible to guarantee a delivery date. Orders can be delayed due to carrier delays, natural disasters, and other unforeseen circumstances beyond our control.

Customer Answer
Date: 08/24/2023
Complaint: ********

I am rejecting this response because:

They should Not advertise nor state that the order will be delivered the next day at checkout if they can not guarantee this to the consumer. It is unclear as it DOES NOT say Estimated next day delivery, it states Next day delivery with a date of the date after sale. Nowhere on the checkout page did it say estimate or not guaranteed. I still haven't received my order. I also WOULD NOT have ordered it if it stated "maybe it will be delivered next day" it is not transparent on their website, it is misleading and false.

Sincerely,

****** *******
Business Response
Date: 08/25/2023
When viewing a part on our website, there is a clickable link next to the estimated shipping time that states Shipping Details. When you click on it, the following is displayed:
Shipping Estimates and Availability
Shipping Estimates:
Estimated delivery dates and order fulfillment time(s) are based on company averages. The actual delivery times may vary due to weather conditions, warehouse availability, etc.
All times should be used as a reference and not a guarantee.
All final shipping fees and arrival times are reported at checkout.
More Shipping FAQs
The "More Shipping FAQs" at the bottom is a second clickable link that goes to our complete FAQ page for shipping. UPS shows that the customer's order was delivered yesterday on Thursday, August 24 at 4:43 pm and left at his front door. If the customer does not wish to keep the part, he can return it to any of our stores for a full and complete refund. If the customer is not able to locate the part that was delivered, he will need to call our Internet Customer Service Department at 800-755-6759 opt 1 and they can open a case with UPS.
Initial Complaint
Date:07/31/2023
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 November 25, 2021, I purchased a battery from Oriellys Auto Parts ************************************************************. The guy that assisted me advised I had a 2 year guaranteed warranty on the battery. On today Sunday July 30, 2023, my truck would not start. I contacted Roadside Assistance through my insurance provider State Farm for assistance. Upon arrival of Roadside Assistance, the technician tested my battery and advised it was bad. He attempted to Jumpstart however my car would not start. I had no other option but to purchase another battery for $201.29. I contacted local Oriellys Auto Part store at ************ and advised what happened. The guy I spoke with said since I already purchased a new battery, there was nothing they can do. I advised the guy I had no choice because my car would not start and jumping my battery was unsuccessful. I told the guy I had my battery that I previously purchased. It has not been 2 yrs since I purchased the battery. It's very disheartening that ******** refused to assist with a resolution. I feel that I should be reimbursed for the cost of the battery I previously purchased. The battery did not hold up for 2yrs. ******** needs to honor what was quoted to me on 11/25/2021. Please assist with resolution.
Business Response
Date: 08/01/2023
I called and spoke to our Store Manager ****** at our store at *****************************************************************************. The customer can come in with the defective battery that they bought from ** and ask for ****** or ***** in the back and they can assist with a warranty refund. I tried to call the customer to let them know, however their voicemail box was full and I could not leave a message. We consider this matter resolved.
Customer Answer
Date: 08/01/2023
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.

Sincerely,

**************
Initial Complaint
Date:07/19/2023
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 in Oreillys Auto parts at 2 pm Saturday, July 15,2023. ****** lied and called himself the manager was fixing the rubber under car instead ****** ripped it off wheel wells, etc. I ask for cost for replacement.
Business Response
Date: 08/01/2023
spoke with *** **** ***** on 7-31 and she is producing receipts for services that she claims were done by team member in the store. when all receipts are received and validated form the 7-15 incident our company will reimburse ms. smith with a check
Business Response
Date: 08/10/2023
Our District Manager **** will be contacting the customer to discuss this issue and settlement of it. He has been working with the customer to get documentation to come to a resolution.
Customer Answer
Date: 08/12/2023
Complaint: ********

I am rejecting this response because: I have not received reimbursement.

Sincerely,

**** *****
Customer Answer
Date: 08/15/2023
The business has not given settlement,
Customer Answer
Date: 08/15/2023
Complaint: ********

I am rejecting this response because:

I have not received reimbursement

Sincerely,

**** *****
Business Response
Date: 08/17/2023
The check was issued August 11, 2023 and sent to the store. It can take up to ten business days for the store to receive the check, which would be August 24, 2023. The store will call the customer to come in and pick up the check as soon as they receive it.
Initial Complaint
Date:07/13/2023
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.
Oreilly auto parts

**** ******* ******** ** ***** United States

I showed up around 8am and spoke to ****** the store manager. I told him that my car battery was dying and I couldn’t turn the car off because it wouldn’t start again. I told ****** that I was basically stranded and needed to have the battery replaced. I am a software developer and don’t know much about cars so I needed some help. ****** told me that I wouldn’t find any help there and he refused to help me. He looked me in the face and said tuff luck. Stating that he was the only person at the store, to which I replied that I was the only one in the store. Give me a break no one is in the store, I’m stranded, and it’s a hundred degrees outside. Regardless of my reasoning ****** refused to help me and was perfectly fine with me being stranded. He offer to have me wait in the car for help….it’s a hundred degrees outside and I’m wearing a suite! ****** was extremely rude and arrogant.This was one of the most blatant acts of cruelty and carelessness! What kind of an evil person would refuse to help someone in need, he gave me the price for the battery as well! This business is shameful and this man should be fired immediately. I just can’t believe someone would be that heartless. This is shameful!
Business Response
Date: 07/26/2023
We initially received this information from a Google review on 7/16/23. The customer had not contacted us regarding the issue he had at our store. The review was responded to and it was requested that the customer call us, which he has not. Our field management was made aware of the issue so they could look into it and address it, and I have sent them the contact information for the customer and requested they call him. We consider this issue to be resolved.
Customer Answer
Date: 07/28/2023
Complaint: ********

I am rejecting this response because:Nothing has been done to resolve the complaint. I received a message on google reviews a week after posting my complaint. In the response the business provided a link to their contact us page and I was instructed to call the help line and speak to a customer support agent. Now why would I contact a business support line and randomly ask to speak to some customer service rep! Why should I be the one to reach out to try to resolve my own complaint. If the business is serious wouldn't they want to contact me to offer a solution? Seriously what was that going to resolve? I received a call from some random guy 2 days ago who didn't leave any of his information on my voicemail. No last name, title, location,...and what even more weird....he called me as if we know each out. Almost like a friend calling another friend. **** was the guy who called me and when I called back they put me on hold for a while only to come back and say that he isn't in the office and they don't know when he will be back. On top of that I don't even know who **** is!!! I had to ask a bunch of questions just to find out he is the district manager located at a branch that I've never heard of. This is a waste of time.
They guys couldn't be professional even if they tried.

Sincerely,

********* *******
Business Response
Date: 07/28/2023
Our District Manager **** called the customer on 7/26/23 and left his cell phone number for the customer to call him back at. **** will reach out to the customer again to speak to him regarding his concerns and look into and address them.
Customer Answer
Date: 07/28/2023
I just spoke with **** and had a great first call. Let's see what happends from here.
Initial Complaint
Date:07/09/2023
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 power steering pump and paid around $90 for it. Went out of town and pump went out so i had to buy another one. Upon returning to my hometown of santa fe i took the 2 day old pump back to oriellys to return with the reciept. They would not accept it...
Business Response
Date: 07/26/2023
I did not locate any history of the customer contacting us regarding this issue. I called our store at ***** ******* ** ***** *** ** ********** and spoke to our manager, ******. There is no record of a power steering pump under the customer's history, however if the customer can come in with his receipt for purchase of the power steering pump from us, the defective power steering pump, and his receipt showing he had to purchase it elsewhere and speak to our manager ******, she can assist the customer with a warranty refund.
Initial Complaint
Date:07/07/2023
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 engine from o’rileys in Ohio. Engine was bad, they replaced the engine but I had to pay for a reinstall. Second engine was bad and needed repair but they won’t pay for repairs. I contacted the manufacturer and they won’t pay for it either. I’m now out $2700.00 due to the not wanting to pay for it.
Business Response
Date: 07/26/2023
All engine warranties are handled directly by Power Torque, who is the manufacturer. The customer would have to contact them at ###-###-####. They will be the ones to assist with diagnosing the issue and determining what, if anything, they will cover. We consider this matter resolved.
Customer Answer
Date: 07/26/2023
Complaint: ********

I am rejecting this response because:

No one has contacted me with regards to the warranty. It’s been over a month and a half.

Sincerely,

******* ******
Business Response
Date: 07/27/2023
There is a note from PTQ, the manufacturer who handles the warranty, from 6/30/23 indicating customer had issue with replacement unit and they advised the customer to call them back with a serial number of the unit so they could generate a claim on it and move forward. The customer will need to follow up with PTQ, the manufacturer who handles the warranty. O'Reilly Auto Parts does not handle the customer's warranty or the warranty process and determination, PTQ does.
Initial Complaint
Date:07/06/2023
Type:Product 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 6/27/2023 I made a purchase of brake pads from the O'Reilly Auto Parts location in ************, **. I returned a while later and also purchased a set of front brake calipers. Upon installing the parts we noticed that the calipers did not match in color (one was black and the other a more normal silver color). The black part did not function by allowing any brake fluid to flow and I contacted the store. I was told they did not have any more in stock, that they do not sell black calipers, and that I needed to make a return. I was able to locate another caliper at Napa and found they were also $17 cheaper for the same part. I returned the part and the core deposits to the store and they noticed that the black part had a small ********** engraving on it. They ran a search and noticed that only one person had returned this exact part since this location opened and that they must have returned a used part from another vehicle type (I have a ****** Corolla). I asked about price matching the part at Napa and was told they price match but not retroactively and contacted the corporate office to discuss the reasons behind them selling me used/mismatched parts as new and not price matching. I was told Regional Manager **** would contact me back. I heard nothing and followed up a few days later. I was told he is the only one I can talk to. I called again 7/6/2023 and was put on hold. They reached him and promised he would call. Three hours later I called them back and was told they need more time to look into the matter and that **** does not have a supervisor I can file a complaint with. I would like the corporate office to investigate the sale of mismatched, wrong brand, used parts. I would also like them to look at their price matching policy and look into why their regional management team does not wish to resolve concerns without having to go through the BBB. I would like a price match refund of $17 and consideration of full refund for other caliper.
Customer Answer
Date: 07/11/2023
The company has responded and offered to make things right with a mix of:
-Requested partial refund
-Staff retraining at local store
-Apology
Please update that matter as resolved and agreed to by both parties.
Thanks
Initial Complaint
Date:06/28/2023
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 for my motorcycle but never put it in because my current battery wasn't completely died and it was going to get cold soon. when i finally replace the battery the motorcycle wont start up at all. I took it to orielly and one of the associate stated it will have to go on a slow charge and would have to be left on the charger overnight. I agreed. The next day I was contacting the store and kept getting put on hold and I decide to go into the store. When I arrive the associate that I gave my battery to was off and another associate was talking to his manager because They couldn't find my battery and he didn't understand why she took the battery because the charger at that store did not work. After 20 minutes of them looking for the battery, they finally found it. I took the battery to another oriellys and the associate took the battery for it to be charge. I arrived the new day to retrieve the battery, I even asked the associate was it completely charged and all he said was "I got it off the charger". I went home to put in the motorcycle. NOTHING HAPPEN! I took the battery to auto zone and their associate told me that it is completely dead. no battery cells at all.

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

Business Response
Date: 07/21/2023
We spoke with our customer ******** on 7/21/23 at 10:09 AM CT. We are unable to move forward with an exchange on battery as it was out of warranty. We offered our customer a $30 gift card out of customer satisfaction. We are considering this case closed.
Initial Complaint
Date:06/15/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an alternator and rented tools to put it in and paid someone 250$ to help. The alternator was bad and I took it into the store I bought it at and thet tested it confirming it was bad. I want them to pay fod the labor of replacing it at a shop as I did myself serious harm doing it myself and they need to take accountability for selling a bad part. I was told they would do nothing in store and have called customer service 11 times ovee the past 2 weeks and received no response.

O'Reilly
8864 Madison Ave
Fair Oaks CA, 95628
2538331115
Business Response
Date: 07/11/2023
Please accept our apology for the late reply. Our District Manager contacted our customer ******** on 6/16/23 regarding this matter. ******** requested that we pay her for 10+ hours in labor as that is what it took her to install the alternator herself. Our warranty on parts does not cover any labor as the warranty only covers the part for any defects in materials and workmanship.

Our District Manager let our customer know that there are two options to warranty the alternator out. First was if she was to bring in the bad alternator, we would be able to do an even warranty exchange. The second is that she could purchase an alternator and when she brought in the bad alternator, we would do a warranty refund. We are considering this case closed.

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