Complaints

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

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• 

  O'Reilly Auto Parts

  233 S Patterson Ave Springfield, MO 65802-2210

• 

  O'Reilly Auto Parts

  8123 Page Ave Saint Louis, MO 63130-1111

• 

  O'Reilly Auto Parts

  4195 Osage Beach Pkwy Osage Beach, MO 65065-2151

• 

  O'Reilly Auto Parts

  2614 State St E Saint Louis, IL 62205-2325

• 

  O'Reilly Auto Parts

  7090 Lansdowne Ave Saint Louis, MO 63109-1950

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:05/05/2023

  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.

  *Apr 6, 2023: Subject: Order *************** is ready for pickup
  ******, Good news! We are happy to tell you that your items are ready for pickup at O’Reilly Auto.
  Orders not picked up after 14 days are subject to cancellation & refund.
  Extreme Super Start Extreme Battery Group Size *** * *** ******* | Qty: 1 $209.99
  Core Charge: $22.00
  O’Reilly Auto Parts ****** **** ****** ********* ***** *** ********** ** ***** ***** ******** *Hello *****,
  Thank you for contacting O'Reilly Auto Parts. I am sorry for the poor customer service you have received from our different O'Reilly departments and can assure you this matter will be addressed. To confirm, you and I just spoke over the phone not to long ago about needing to escalate this matter to the Regional Manager ******. Please allow the Regional Manager time to review this information and he will follow-up with you as soon as possible. ****** ******** failed to tighten and secure my new and LOOSE battery installation she placed.
  *May 2nd, 2023/Patty unexpectedly to discuss my ongoing battery issues. To email me. Non-compliant with my communication limits.
  *May 3rd, 2023: Contacted to seek resolution, ******/Internet: spoke rudely and fastidiously. I urged him to please slow down and articulate so that I don't have to guess, he accused me of insulting him and threatened to end the call. I hung up out of utter shock.
  *Edward: impatient, documented morbid experience. Will forward to ******/Regional Manager of O'Reilly's (phone number: ###-###-####) and ****** to email me for final resolution/conclusion.
  *May 4th, 2023: Good Morning *****, This is ******, I’m the regional manager for O’Reilly Auto Parts in Northern California. I received your complaint and I am sorry you had a poor shopping experience at one of our locations. What can I do to help? Thanks, ****** ***** O’Reilly Auto Parts/Sr. Director Oakland Region 66
  *Due to ******'s immature, crude and volatile demeanor, terminate.
  *Order # ***************

  Business Response

  Date: 05/08/2023

  Please accept our sincere apologies for the poor shopping experience ***** had while visiting our South San Francisco store located on **** ****** ********* and while speaking with our Team Members at our corporate office regarding her concerns. We have addressed this matter appropriately with each Team Member involved to ensure that all of our associates are aware of the proper customer service we expect as a company. 
  
  ***** spoke with two of our Customer Satisfaction agents on 05/02 in which it was advised when starting her vehicle it is making a "stalling noise" in which was present before the new battery was installed, and why we had concerns with this explaining it would be in her best interest to have the vehicle taken to a repair facility for further diagnosis. We understand there were concerns with one of the bolts, possibly on the battery hold down bracket, not being securely tightened in which was explained to have been tightened properly by ***** when getting back to her home. 
  
  When ***** spoke with one of our Customer Satisfaction agents on 05/03/22 it was asked at this time, after a lengthy conversation, what we can do to assist with this because we still did not have a clear understanding of what ***** was seeking as far as a resolution regarding this matter. We understand ***** received an email response from our Regional Manager, ******, in which he had apologized for the experience ***** had, asking what he could do to help with this as well in which at this time it is still unclear of what type of resolution ***** is seeking. 
  
  At this time, we do not have the ability to provide ***** with her old battery as it was turned in on 04/06/23 for the core, as when speaking with one of our Customer Satisfaction agents on 05/02 had requested a battery like she had in her vehicle previously. The SuperStart Extreme battery ***** purchased and had installed on 04/06/23 is the direct fit battery for her 2003 Honda CR-V and will carry a 3-year limited warranty. If at any time there are concerns with the battery ***** is welcome to visit any local O'Reilly for assistance in which if the battery is found to be bad our Team would be happy to assist with replacing the battery. 

  Customer Answer

  Date: 05/10/2023

  ******, of the O'Reilly's "Corporate" Level, repeatedly, disrespectfully, immorally and profusely focused on how long we were on the telephone for. I.e.: You have been speaking on the phone for 25 minutes (and/or) We have been on the phone for some time....with this heinous, crude, self-absorbed and negligent trauma, I had to mentally/psychologically distance for a period of time to recollect my thoughts as well as do my best to digest this crass experience. In the thirty plus years of providing business between ****** and O'Reilly's, this is by far, the most insulting and unforgivable transaction. *******, ****** and ****** are clearly incompetent, incoherent, disengaged, impatient and incapable of pristine workmanship. Termination.

  Customer Answer

  Date: 05/10/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: the context is an ongoing inaccuracy with regards to my simply tightening the battery myself. THAT is false. Deceitful documentation is unlawful. "Lengthy conversation" is PART OF YOUR JOB. 
  
  Listening comprehension issues. 
  
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:05/01/2023

  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 an upper ball joint for my truck from them sometime in May of 2022. It was professional installed at a nearby shop that very same day. Les than 24hrs later that ball joint broke in half. By doing so it broke everything on that side (lower ball joint, inner and outer tire rod, sway bar link, axel, hub bearing, tire) Had truck towed to shop again. It was ruled as an defective part. Spoke to the manager on duty at O'Reilly's and was informed to have the part taken off and bring to the store to be inspected and possibly start a damage claim. I did so, it was then confirmed that it was indeed a defective part. Started the process and was told to bring in an estimate for the repairs. Which I also did. From that point on was given the run around. From the claim being did incorrectly twice. Which took months to get done correctly. To me having to call the corporate office claim department to get info and make a complaint. Almost a year later and several more calls to corporate I was informed it was denied by the district manager for incorrect paperwork. And was told I would have to repair vehicle first before receiving a refund for the work that was done from their defective part. Which was never told to me at any point. By neither manager or corporate. I'm a single dad with a fixed income and couldn't afford to have my work vehicle down. Let alone pay almost $2,000 for repairs if that's even the case. I would like for them to stick to what was said. They had me get an estimate I did, so I would like them to pay for my repairs.

  Business Response

  Date: 05/10/2023

  We would be glad to submit a claim to the manufacturer of the ball joint that is at question on behalf of our customer. We would need the first receipt from a certified shop when the ball joint was first installed and a second receipt from a certified shop on a second ball joint being installed and other parts being repaired or replaced due to ball joint damage our customer is claiming.  

• Initial Complaint

  Date:04/27/2023

  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.

  Our car needed a transfer case, We got it repaired. We paid $1080.00 for labor and the part was approximately $1153.79. We got the car home and the part was defective. We returned the part to the business and got another part. We had it reinstalled and we had to pay another $1080.00 for labor again. We got home and that part was defective. We returned the part back to the business and got another part from another brand. The first two brands were Doorman, and the third brand was from ********** Craft. We had to pay another $1080.00 to have the third part installed. Now we are out of over @2000.00 for something that was not even our fault for labor. We contacted ******* due to their part being defective, and because O&#**;*******#**;s did not return the paperwork within seven days they will not reimburse ** our labor cost. So we went back to O&#**;*******#**;s because it was their error for not submitting the paperwork in a timely manner and was told if the mechanic would have picked up the part they would refund the labor cost but since we picked up the part they said "NO". I would like to be refunded in the amount of $2160.00

  Business Response

  Date: 05/12/2023

  We apologize for the unacceptable length of time it has taken to respond to ******* complaint and sincerely apologize for any inconvenience or problem that this matter may have caused ***** and Mr. ***** We see *************** under the phone number provided and being the name on the retail customer file the transfer case purchase is under. 
  
  Our warranty will not cover labor and will only cover replacement of the part. We do have a process available to our customers that requests reimbursement from the manufacturer for expenses incurred due to a defective part, in which we see a Labor Claim has been submitted by our ********** store located on ********************* on Tuesday May 9th on *****'s behalf for the defective transfer case. Our store will send the part back to the manufacturer for inspection. Once the part is confirmed to have failed due to a defect in material or workmanship they will approve the claim, giving O'Reilly Auto Parts the ability to provide compensation to our customer. This process can take 6-8 weeks to complete and once completed ***** will be contacted by our manager. If ***** feels the claim may be taking too long, he is welcome to communicate with our Store Manager at our ********** store or our ************************* directly for further assistance, in which our ************************* may be reached at ************* We will be considering this case closed. 

  Customer Answer

  Date: 05/23/2023

  We would like to accept the offer contingent on what is offered.

• Initial Complaint

  Date:04/26/2023

  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 mass airflow sensor for 200$ after a code ran on my vehicle informed me a replacement was needed around march of 2023 I replaced it and everything thing seemed fine fast forward 2 weeks the thing had wreaked havoc on my car and after taking it to a professional was told that I was sold an incorrect part and that it caused damage to all of my spark plugs costing me 885$ out of pocket

  Business Response

  Date: 05/05/2023

  We apologize for the unacceptable length of time it has taken to respond to the complaint ****** has submitted. We will need a copy of the repair bill for further review in order to determine how we can possibly assist with this. The repair bill may be brought into our Vidor, TX store located on **** ***** **** or sent through the BBB complaint directly. Once received we will reach out to ****** as soon as possible to further discuss this matter. 

• Initial Complaint

  Date:04/14/2023

  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.

  This is for cooperate O'Reilly Auto Parts
  *** ***** ********* ****** ************ ** ********** 
  
  we bought fuel pump online , mechanic installed, we checked with support before buying the product two different times,said we had life time warranty. After install the fuel gauge does not work. We reported the problem twice again to support . We received no replacement or refund
  
  we need refund or replacement, cost of the first mechanic and cost of a second mechanic install
  
  ORDER# ***************

  Business Response

  Date: 04/20/2023

  Thank you for bringing this matter up to our attention. We apologize for any inconvenience or problem this matter may have caused you. The fuel pump assembly will carry a limited lifetime warranty in which any local O'Reilly Auto Parts location would be happy to assist with a warranty replacement if able to remove the defective part and bring it in to our Team. If you may be unable to remove the defective part a second fuel pump assembly may be purchased. Once our defective part is removed and brought in, we would issue a warranty refund on the recent purchase made keeping the original purchase and warranty in place. 
  
  Our limited warranty will not cover labor and will only cover replacement of the part. We do have a process available to our customers that requests reimbursement from the manufacturer for expenses incurred due to a defective part. What your local O'Reilly will need in order to submit a Labor Claim will be the original installation bill showing the part was installed by a repair facility, the second repair bill that we will request compensation on, along with the defective part. We will then send the part back to the manufacturer for inspection. Once the part is confirmed to have failed due to a defect in material or workmanship they will approve the claim, giving O'Reilly Auto Parts the ability to provide compensation to our customer. This process can take 6-8 weeks. Please visit your local O'Reilly when able for warranty and Labor Claim assistance. 

  Customer Answer

  Date: 04/21/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: 

  we were lied to two twice before buying this piece of garbage, when we we reported the the problem we got no help we need a replacement or refund
  
  
  
  
  
  
  
  Sincerely,
  
  
  ****** *****

  Business Response

  Date: 04/27/2023

  The fuel pump assembly will carry a limited lifetime warranty in which any local O'Reilly Auto Parts location would be happy to assist with a warranty replacement if able to remove the defective part and bring it in to our Team. Regrettably we are unable to send you a new part in which a warranty exchange or refund must be provided by your local O'Reilly Auto Parts. We will be considering this case closed. 

  Customer Answer

  Date: 04/28/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  we were told two times it if did not work we would get replacement or refund thanks alot for lying to us twice and wasting our time and providing parts that do not work. WE wasted alot of money at the mechanic shop for a part that does not work we can not afford to buy a new one we can not afford to pay a mechanic shop again. Because of this essential part does not work we can not drive anywhere we can not afford to get the vehicle towed. Oreille's lied to us and stole our money
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:03/29/2023

  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.

  I had some automotive work done on my vehicle, 2015 Jeep Patriot. I was hearing a strange clicking and grinding sound coming from the Jeep on the right front side or axis. I took my vehicle to ********************************** dealership in ******** to have it looked at. There they conducted a diagnostic exam to find the cause. ******, who was my service manager explained to me that the issue wheel bearings, brakes and pads needed to be replaced. So, of course I had those parts replaced. After completion, and as I examined the exterior of the vehicle, I noticed that the wheel locking lugs seemed to appear that they may have been tampered with. It was at that time I decided to go ahead and change them out for new ones.
  I went to ********** Auto Parts. To make the purchase. When I arrived at the store (***********************************************************************} a sales representative greeted me and asked what I needed. I preceded to tell Her I need new locking lugs for my vehicle (2015 Jeep Patriot. At this time, she looked my vehicle in her computer and got the parts needed. A purchased was made and I departed the store. I had the parts put on at a local tire shop. After a few days I started hearing a noise that sounded similar to the sound I had previously heard before repairs were made.
  I immediately returned to ********************************** dealership. I explained that my Jeep was making a similar sound as before. ******, who again was service manager called the service technician to have a look. After about 3 hours to examination and test-driving ****** called me back to show me what the problem was. The first thing he asked me was where did I get the lug nuts from, so I told him where I made the purchase from. ****** stated that was the problem. I was informed by ****** and the service tech that the locking lugs nuts were the wrong part. Astounded I asked him for an explanation. The service tech showed me where the lugs did not fit. Where the correct size would fit over the rim, these fit in side the rim, causing the lugs to grind in the openings of the rim. He further showed me where the ill fitting caused the rotor, brakes, and pads to warp. The same brand-new items that were purchased a few days prior.
  Not having the funds immediately available I explained that I would have to come back. They told me that I needed to immediately replace the lug nuts due to the likelihood the tires could come off while driving. The costs the replace was $131.63. (Receipt attached) After conducting another examination of the wheel damage I was quoted a repair price of $704.00, to replace the new parts I already just recently purchased. (Attached is a copy of the receipt that shows the damage has now been paid for)
  I returned to ********** and explained what the problem was. The same store employee again looked it up in her computer and said that the part she showed me had something to do with the tread count. Of course, II didn't understand and she made no effort to explain it. I told her of the damage and she plainly stated that there was nothing she could do. She refunded the money for the wrong part and that was it. I asked her for the number and person at corporate customer service and just point to the door where the information is displayed at the bottom of the door.
  I called the customer service number and asked for a manager named *************************@ *************. After speaking to him about the issue, I tried to explain the best I could (not being an auto mechanic). He told me to get a copy of the receipt and a copy of the damage
  assessment, which I did. I attempted to call him back and to this day I still have heard from him. So, I continued to contact someone through customer service and was told that he worked in ******** AT THE College Street location. Finally, I thought I was getting somewhere. I went to the College St., location and asked for him. I was informed that he had called in sick. So, I left a copy of the estimate and damaged assessment with a store employee, who assured me that he would get the information.
  For the next three (3) trips and numerous phone calls, it was apparent that ******************** had no intention of contacting me or returning my phone calls. This only strengthen the ideal of this store manager did not follow ********** Code of Ethics, or any managerial skills or professionalism. With ******** having approximately ***** stores, I would hope that their customer service is much better than I have currently received.
  I feel that O'Reilly Auto Parts is responsible the damaged that occurred to my vehicle due to selling the wrong parts. I feel that if the store employee saw more that one part for my vehicle then she should have gathered more information which she failed to do. In addition, I also feel that the store employee or ******************** basically tried to just sweep this issued under the rug or thought it would just go away. I do hope that this issue can be resolved as soon as possible.
  In conclusion, it is my opinion that ******** is responsible damages in the amount of $837.83. All receipts are attached. If any additional information is needed please feel free to contact me.

  Business Response

  Date: 04/06/2023

  Thank you for contacting O'Reilly Auto Parts with your concern. The locking lug nuts purchased from our ********, ** store located on ************************* are correct for a 2015 Jeep Patriot with stock wheels. With all aftermarket lug nuts there will be multiple options depending on style and length. They should always be compared to the lug nuts on the vehicle and upon installation mating surface to lug nut should be verified in order to ensure proper and safe fitment. 
  
  We are saddened to hear ******* feels this matter has been swept under the rug and assure this was not our intention. After receiving the paperwork our District Manager attempted to reach out to, *******, but each time was unable to get an answer. We apologize for not following up again and do want to help with this the best we can. With the lug nuts being installed by a local tire shop, if incorrect and could potentially cause a problem, this should have been addressed at the time of installation, in which the tire shop would need to take some accountability regarding this matter.  
  
  O'Reilly Auto Parts is happy to assist in providing compensation for half of the repair bill, in which a check would be sent to our ********, ** store made out to ******************************* for the amount of $418.91. This will be our only and final offer regarding compensation assistance and will consider this case closed. 

  Customer Answer

  Date: 04/06/2023

  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.

  How long and what store will the check be sent to; Washington Blvd or College Street.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 04/17/2023

  I haven't received payment yet, how much longer will it be. How long and what store will the check be sent to; Washington Blvd or College Street. Thank you again.

  Business Response

  Date: 04/20/2023

  The check was sent out on 4/14/23 from ***********, ** and it would normally take **** business days to arrive at the store. Our store will contact our customer once check has arrived at the store.

  Customer Answer

  Date: 04/20/2023

  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:03/10/2023

  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.

  After purchasing a car battery from O’Reillys it was noticed that the positive battery terminal had corroded due to the battery leaking. As the battery was under warranty they replaced the battery but are refusing to pay anything towards the $200 cost I incurred to have the positive terminal replaced. O’Reillys are claiming this can occur any time however, I am 51 years old and have had many cars and never had this issue with any car. Surely if this were the case then both terminals would have corroded and not just the one where the battery was leaking.

  Business Response

  Date: 03/23/2023

  Battery terminal corrosion is a common problem with lead acid batteries in which there are a wide variety of reasons this might happen. Lead acid batteries occasionally vent sulfuric acid vapor and hydrogen gas. Corrosion can occur when these gasses react with the heat under your hood and the metal on the battery's terminals. As a battery ages, the terminals become more likely to corrode as well. As part of regular auto maintenance the battery terminals should be inspected for signs of corrosion.
  
  We have discussed this matter with ****** through email contact. Regrettably O'Reilly Auto Parts will not be assisting with any compensation regarding this matter and will consider this case closed.

• Initial Complaint

  Date:03/09/2023

  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 went to my local O'Reilly's Auto parts on ******** ****** ** ******* ********** I needed a front driver side wheel bearing with my abs the guy behind the counter looked up the part using my VIN number proceeded to give me the wheel bearing I purchased it had it installed and it's the wrong wheel bearing I spent lots of money to get it installed now they will not make it right unless I spend more money to have the bearing removed to get an exchange I'm at my wit's end the bearing is less than $65 I would like a refund or something to be done

  Business Response

  Date: 03/16/2023

  Our customer *** contacted us on 3/9/23 regarding this matter. The bearing sold to our customer *** is showing to be compatible to his vehicle. *** returned to our store on 3/10/23 and was assisted with a refund for the bearing. We are considering this case closed. 

• Initial Complaint

  Date:03/03/2023

  Type:Delivery 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.

  Item was said to be delivered and I did not receive order thank you. I was at work that day so I don’t know what customer they meet.
  
  Order ****************

  Business Response

  Date: 03/08/2023

  We apologize for any inconvenience or problem this matter may have caused, ******. Upon looking into the online ship-to-home order I see ****** contacted our ******** ******** ******* **** regarding this matter on 03/02, per notes on the order, advising *** finally located and delivered the package. The package was inspected with the *** driver present and found two items missing and one item damaged. The missing items were the ****** *** ******* and four ***** ******* ***** *****. The damaged item was a 10 oz tub of ******* ***** ****** that was found to be leaking. A refund for the three items was processed on 03/06 in the amount of $93.46 and back to the original form of payment. Please allow 3-5 business days for the refund to post. I also see the refund amount provided was disputed with our Team this day as well, in which ****** advised there was a $6 difference. Due to taking advantage of our online promotion at the time these items were discounted individually and we have refunded what was paid, but have also sent out a $10 O'Reilly gift card to ****** for the refund concern that should be received within 1-2 weeks coming from ***********, MO. We appreciate ******'s business and it is our sincere hope he will continue to choose O'Reilly Auto Parts for all future automotive needs. 
  
  We will consider this case closed. 

  Customer Answer

  Date: 03/09/2023

  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:02/22/2023

  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 to Oreilly auto parts to have my Battery checked i opened the hood this was after i had a tow truck come to my house,he went to his truck got a device came back with a small device with a small prod on it.He had me get in and push the start Button after he touched &made a slight spark...So i go to oreilly Same thing there.BUT the DUDE said he could not fix it,&suggested i walk about 50 feet to the ********* store & they could help me.AS i stood there the other ********* phone rang.They wanted me to come back..Upon on exiting the ********* store i saw that someone had opened my driver side door and hood& the dude was acting like he was tightening something up..i asked him what he was doing,he says WELL i am putting a Battery in here.I SAID I NEVER GAVE YOU OR ANYONE WRITTEN PERMISSION or verbal TO GET INTO MY PU .When he was finished he touched the same spot started right up....THEY ILLEGALEY entered my Vehicle and acted like they had done a repair.I was never told a price or NOTHING...When i got ready to leave they say that will be $178.35.I said right then i was going to dispute this.It has been a 2 month fiasco.I WANT MY MONEY BACK...The boss man # ************ WAS THIBAUT....i talked to a DUDE once he smart alecky said come on back down i have a PILE of old Batteries,i will put one of those in....I WAS NEVER SHOWN my battery / tested or anything.I was told that very night that a guy came from ******* to get my Battery...SURE 200 MILE ROUND TRIP..I WANT MY MONEY BACK.$178.35...

  Business Response

  Date: 02/24/2023

  Thank you for bringing this matter up to our attention. We apologize for any inconvenience or problem that this visit has caused ********************. On 12/08/22 our ********, ** store located on ****************************** did sell ******************** a SuperStart Premium battery, Part #: 48PRM, in which our Team did install the battery in his vehicle as the battery in his vehicle had tested bad.
  
  When originally denied the installation and was sent to ********* our Store Manager called ********* to instruct they send ******************** back to our store as we could assist with the installation. Our Store Manager did remove the battery from the vehicle in which was presented to ******************** at the time. Our Store Manager then asked which battery he might wish to purchase, and the SuperStart Premium battery was chosen and installed. The old battery was taken inside and put on the pallet with the other core batteries that were sent back the same evening for recycling. ******************** visited our store again a day or two later and when speaking with our Team felt we charged him for a battery that was not installed. At this time one of our Team Members removed what was required in order to get to the battery, in order to show ******************** we indeed installed a new SuperStart battery in his vehicle. ******************** then left. ******************** had multiple opportunities to reject the battery purchase during the removal, the transaction, and the installation.  
  
  When ******************** last spoke with our Regional Manager on 02/10/23 he advised to have never stepped foot into our store, does not know where we keep the batteries, and that he never picked out a battery to be installed. The **** used at the time of purchase was present in our store and could not have proceeded with the sale without ******************** present. 
  
  We will stand with our offer that has been presented to ******************** and will consider this case closed. We are unable to provide a refund on our battery unless it is removed and bought in to our store. If our battery is brought into our store for a refund we have a good, used, group 48 battery we can provide for the replacement.