Business Profile

New Auto Parts

O'Reilly Auto Parts

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Important information

Customer Complaint:
Better Business Bureau has received complaints against O'Reilly Auto Parts. Complainants allege they were sold incorrect parts that subsequently damage a vehicle and the company failed to pay for consequential expenses such as hotel bills, difficulty obtaining a refund, and poor customer service.

Complaints

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

Customer Complaints Summary

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

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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:10/24/2023
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 O'Reilly Tuesday 11/17 to get my battery tested. My battery was bad so I purchased a battery for $206.99. They came out and took out the old battery to replace it with the new battery. In doing so they hooked the battery up backwards and killed my car completely. I had all my windows down and the sunroof open. They told me a fuse was blown when he hooked it up wrong and they couldn't find that part anywhere in Louisiana. All they could do was offer a car cover to cover my car until the part came in. I wasn't comfortable with leaving my car completely open with just a cloth cover for anyone to vandalize in the parking lot. I got American Towing to pick it up and bring it to the Honda Dealership which they put it in a shop until they could run a diagnostics on it to see what damage was done hooking it backwards. The battery had a dead cell from hooking it up backwards so they replaced the battery, ran a diagnostic test & replaced a 125 amp main fuse. The tow bill was $140.00 & the dealership bill was $682.79. I do not feel anyone paying a $600 dollar a month note would leave their car open in a parking lot. I feel O'Reilly should be responsible for the tow bill and Honda dealership bill. The reginal manager told me to bring the bill to the store and they would see if they were responsible for any of what they repaired on my car. He also told me they were not responsible for the tow bill.
Business Response
Date: 10/25/2023
The store ordered the main fuse for the customer and told her it would be two days before they received it. The customer chose to tow her car to the dealership and have them do repairs instead of waiting for our store to receive the part required to fix her vehicle. The customer did not talk to our management prior to having the car towed and dealership complete repairs. Our Regional Manager is aware and will call and follow up with the customer regarding her concerns.
Business Response
Date: 10/25/2023
I spoke with our Regional Manager ****, who spoke to the customer on Friday, October 20. We need a copy of the repair bill from the dealership so that we can see what was wrong with the vehicle and what they repaired before looking into reimbursing the customer. The customer can return the battery she got from us to our store and we will issue her a warranty refund for the amount she paid for it.
Customer Answer
Date: 10/31/2023
I do not have a problem with bringing them the receipt & returning their battery. The fact of the matter is they are making it sound like I should have left the car there for them to work on when the part came in. Not mentioning the fact that my car was completely open with no way to lock it up until they received the part. So I had no choose but to move my car to a safe & secure location that could also make sure no further damage was done after changing the fuse.

Thank you
******
Customer Answer
Date: 10/31/2023
Complaint: ********

I am rejecting this response because: This is not a guarantee that they will take care of the towing and the dealership bill I was stuck with after the battery was hooked up incorrectly. I will bring their battery back and if they give me a full refund for the battery I am willing to deduct that amount from the dealership bill of 682.79. With that being said I am still wanting the tow bill of 140.00 and the balance of the dealership bill of 475.80 to be covered by O'Reilly. They can not expect me to have left my car in that parking lot for two days unlocked, windows down & sunroof open. Not to mention allowing them to diagnose the problem it caused to my car by their mistake!

Sincerely,

****** *****
Business Response
Date: 11/01/2023
I spoke with our Regional Manager ****, who spoke to the customer on Friday, October 20. We need a copy of the repair bill from the dealership so that we can see what was wrong with the vehicle and what they repaired before looking into reimbursing the customer. The customer can return the battery she got from us to our store and we will issue her a warranty refund for the amount she paid for it. We cannot look into any potential reimbursement for the dealership fees the customer incurred until we receive a full and complete copy of their diagnostic and what they repaired, as well as their bill.
Initial Complaint
Date:10/24/2023
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.
on 08/21 I went to OReilly's to buy a track bar for my 2010 Dodge 3500 ( because of death wobble)
OReilly's in Butler Mo. sold me one (# ********) had it installed, fast forward to 09/15/2023 the track bar broke total lose of control, went across 3 lanes of traffic in Kansas City, got the truck back home, went and looked on OReilly's web site found out it was the part for my truck but they sold it to me anyway. got most everything fixed, have asked OReilly's to pay for the:
Toe Truck
New part
Repairs to my truck
Lost income while the truck was down
totaling $6586.62
They are only wanting to pay the labor to install the bar.
Business Response
Date: 10/25/2023
Our District Manager has been speaking to and working with the customer on this issue. The part is not the incorrect part for his vehicle. In order for us to file a labor claim or liability claim with the manufacturer, we need a copy of the receipt where the customer had an ASE Certified shop install the part, a copy of an estimate for repair or receipt of the work having to be done again, the defective part, as well as copies of bills and/or estimates for anything else related to the part failure that the customer is requesting reimbursement for. All documentation and the part will be sent to the manufacturer who will test it, determine why it failed and decide what, if anything, they will reimburse. O'Reilly Auto Parts does not guarantee or reimburse labor on a failed part, that is solely at the discretion of the manufacturer. We cannot file a claim with them for the customer without the required documentation and part.
Customer Answer
Date: 10/26/2023
Complaint: ********

I am rejecting this response because: As you can see from their own web site it states ‘NOT FOR MY TRUCK” I have talked to their district manager ***** Cromer
sent him an email with the pictures and he looked up the part number and confirmed that yes indeed it was the wrong part.
He did in fact ask for the receipts so that they can pick and choose what they wanted to pay for, the labor to install it all they wanted to pay according to ***** *****, and ****** ******* they have never ask for the part, nor will I give it to them that is the only proof I have that it happened

Sincerely,

***** *****
Business Response
Date: 10/27/2023
Our District Manager has been speaking to and working with the customer on this issue. In order for us to file a labor claim or liability claim with the manufacturer, we need a copy of the receipt where the customer had an ASE Certified shop install the part, a copy of an estimate for repair or receipt of the work having to be done again, the defective part, as well as copies of bills and/or estimates for anything else related to the part failure that the customer is requesting reimbursement for. All documentation and the part will be sent to the manufacturer who will test it, determine why it failed and decide what, if anything, they will reimburse. O'Reilly Auto Parts does not guarantee or reimburse labor on a failed part, that is solely at the discretion of the manufacturer. We cannot file a claim with them for the customer without the required documentation and part. O'Reilly Auto Parts does not review or process labor claims. If the customer is wanting reimbursement, he must go through the manufacturer's labor claim process.
Initial Complaint
Date:10/23/2023
Type:Billing Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
see Attached document
Business Response
Date: 10/23/2023
Since the part was purchased through a mechanic, and the mechanic bought the part from us, the mechanic holds the warranty. Our store has assisted the mechanic's shops with filing labor claims with the manufacturer of the product. Once the manufacturer receives the defective product and documentation for the original installation and showing where repairs have to be done again, they test their product to determine why it failed and they decide what, if anything, they will reimburse. O'Reilly Auto Parts does not guarantee or reimburse labor. The amounts reimbursed on the labor claims to the shops, and subsequently what the shop reimbursed the customer, is not something we have control over or make any decision on. The customer would have to talk to the manufacturer of the part and/or the shop who did the the work if he is not satisfied with what was reimbursed.
Customer Answer
Date: 10/23/2023
Complaint: ********

I am rejecting this response because: O'reilly North Orem picked up the part(s) and have them and should have documentation of their receipt. I neither purchased the part(s) from O'reily directly or took possession of them to file a labor claim. O'reilly needs to work with the shop(s) to resolve this part of the labor claim to avoid civil action.

Sincerely,

******* *****
Business Response
Date: 10/24/2023
Since the part was purchased through a mechanic, and the mechanic bought the part from us, the mechanic holds the warranty. Our store has assisted the mechanic's shops with filing labor claims with the manufacturer of the product. Once the manufacturer receives the defective product and documentation for the original installation and showing where repairs have to be done again, they test their product to determine why it failed and they decide what, if anything, they will reimburse. O'Reilly Auto Parts does not guarantee or reimburse labor. The amounts reimbursed on the labor claims to the shops, and subsequently what the shop reimbursed the customer, is not something we have control over or make any decision on. The customer would have to talk to the manufacturer of the part and/or the shop who did the the work if he is not satisfied with what was reimbursed. There is nothing additional O'Reilly Auto Parts can do in this matter.
Customer Answer
Date: 10/24/2023
Complaint: ********

I am rejecting this response because:

AGAIN, your store required the defective parts returned. The shop is not able to complete the paper work where you have both the defective parts and paper work. Will go ahead with the civil action. Your legal department has been put on notice.

Sincerely,

******* *****
Initial Complaint
Date:10/19/2023
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 10/16/23, I purchased Bosch rear wiper blade for $12.99. Without telling me, the cashier, *****, also applied a charge of $14.99 for the manufacturer's defect warranty. Installing the wiper's today, I took another look at the receipt and noticed the charge, which I do not want. WHY IN THE **** WOULD ANYONE PAY MORE FOR THE WARRANTY THAN THE PART IS WORTH? This is a business scam run by this deceitful company.
Customer Answer
Date: 10/23/2023
I would like to withdraw my complaint #******** against OReilly Auto Parts in Phoenix. I met with them today and determined that there was no additional charge. Rather, the layout of the receipt was confusing and caused this misunderstanding.
Initial Complaint
Date:10/19/2023
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.
Never received rebate on royal purple oil $15 only reason I bought it way past the 8 weeks to process
Business Response
Date: 10/20/2023
The status of all rebates can be checked at ************************************************************* When checking with information customer provided, it does not show any rebate received. Customer should have received a confirmation email regarding receipt of rebate. We would need the information from that to look into this further. The customer can also call the company who handles the reabates at ************** to make sure his rebate was received and check status.
Business Response
Date: 10/20/2023
The status of all rebates can be checked at ************************************************************* When checking with information customer provided, it does not show any rebate received. Customer should have received a confirmation email regarding receipt of rebate. We would need the information from that to look into this further. The customer can also call the company who handles the reabates at ************** to make sure his rebate was received and check status.
Customer Answer
Date: 10/23/2023
Complaint: ********

I am rejecting this response because:
Lost in mail or by third-party company who processes rebates
WON'T BE DOING ANYMORE O'REILLY REBATES OR BUSINESS MORE THAN LIKELY

Sincerely, ***** ********

***** ********
Customer Answer
Date: 10/23/2023
Complaint: ********

I am rejecting this response because:
Lost in mail or by third-party company who processes rebates
WON'T BE DOING ANYMORE O'REILLY REBATES OR BUSINESS MORE THAN LIKELY

Sincerely, ***** ********

***** ********
Business Response
Date: 10/25/2023
The status of all rebates can be checked at ************************************************************* When checking with information customer provided, it does not show any rebate received. Customer should have received a confirmation email regarding receipt of rebate. We would need the information from that to look into this further. The customer can also call the company who handles the rebates at ************** to make sure his rebate was received and check status. There is nothing further we can do without the additional information.
Business Response
Date: 10/25/2023
The status of all rebates can be checked at ************************************************************* When checking with information customer provided, it does not show any rebate received. Customer should have received a confirmation email regarding receipt of rebate. We would need the information from that to look into this further. The customer can also call the company who handles the rebates at ************** to make sure his rebate was received and check status. There is nothing further we can do without the additional information.
Initial Complaint
Date:10/10/2023
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.
I PURCHASED A STARTER FOR MY 2004 JEEP CHEROKEE. I NOTICED THE SAME DAY IT WAS PUT ON IT WAS LOUD, MAKING A GRINDING SOUND, AND WASN'T NORMAL.
SO I CALLED THE STORE AND A WOMAN ANSWERED AND SHE WAS RUDE, SO I ASKED FOR THE MANAGER.
THE MANAGER TOLD ME HE CAN GIVE ME THE PERSONAL NUMBER (*****) OF THE PERSON WHO FIXED MY TRUCK, BUT COULD NOT GIVE ME DETAILS ABOUT MY STARTER BECAUSE IT WAS PURCHASED UNDER *****'S BUSINESS ACCOUNT.
1ST OF ALL I CAME IN THE STORE AND WAS WAITED ON **** WHO SCREWED UP THE TRANSACTION ON MY CREDIT CARD, SO I HAD TO USE ANOTHER CARD BECAUSE THE RETURN DID NOT POST RIGHT AWAY.
2ND OF ALL NO 1 CARED WHO BUSINESS ACCOUNT I WAS USING WHEN I PAID FOR IT.
NOW ALL OF A SUDDEN THE MANAGER WOULD NOT ANSWER MY QUESTION. ALL I WANTED TO KNOW WAS IF A SHIM CAME WITH MY STARTER AND HE REFUSED THAT INFORMATION.
IN RETURN I TOLD HIM I WILL NEVER SHOP HERE AGAIN AND I STAND BY THAT STATMENT!!!!
WHEN ***** WENT TO ********** TODAY, 10-6,23 THEY PUT THE STARTER ON THE MACHINE AND IT WAS A DEFECTIVE PART.
NOW I RISKED MY FLY WHEEEL AND ETC. BY ********** MAKING THIS MISTAKE.
Business Response
Date: 10/10/2023
I called and spoke to our Store Manager ****. **** said he explained to ******* when she called that the starter came with a shim but she would have to talk to her mechanic to find out if he used it. The mechanic came in and warranty replaced the part on 10/6/23 and store has not heard from the mechanic or customer since. If customer wants to return the part for a refund, our Store Manager **** will do a warranty refund as a courtesy. We will need the starter back in order to do this.
Customer Answer
Date: 10/11/2023
Complaint: ********

I am rejecting this response because: That statement is not true. The manager refused to give me the information on the starter and suggested that I call the mechanic. They can mail me a gift card for the faulty starter, me having to miss work to let the mechanic correct the error O'reilly's made, and for getting smart over the phone.

Sincerely,

******* ******
Business Response
Date: 10/12/2023
We cannot refund the starter unless the customer brings it back to the store. We are happy to assist with the refund she has requested, we just need the part back to do so.
Customer Answer
Date: 10/12/2023
Complaint: ********
Just know I will never shop here again and I hope this serves as a lesson to watch how you talk and address a customer!!!!

Sincerely,

******* ******
Initial Complaint
Date:10/02/2023
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 bought a torque converter from Oreillys, 19/09/23 I went to several places and decided upon Oreillys, as they said they will deliver later that afternoon, so I went picked up at night and in the morning it was in the car shop.
I not just provided Oreillys with the specs of my car, I provided the vin, and they sold me a torque converter which is not for my car a faulty dirty one, the torque converter was on for 1 day, it did not felt right, and I missed my trip.
But more important the work had to be undone as the torque converter broke and started spilling dust all over the filters, see photos attached, and over the pieces I bought at Autozone, I ask Oreillys pay for the converter I have to purchase again and for the pieces that got so dirty because of the bad piece you sold me, that I have to repurchase again, and to refund the converter core, at autozone I will need to pay 80+usd for the converter core oreillys kept for 50.
I am a woman, and my work shop trusted Oreillys was selling a torque converter for my truck specs which was not the case, I have lost time and money.
I already paid for the work done, and has to be done again because of the bad faulty converter Oreillys sold to me.
See photos of the dust coming out of it, and. Photos of all the pieces clean.
It was a matter of the bad converter sold to me and I ask oreillys to take responsible of this, if I have driven with this bad converter God knows what would happened.

I have proof of my expenses due this faulty converter and really wish, as a woman, this stores stop discriminating and making us mothers of a family spend more money to sells us faulty pieces.

They sold me pieces I have here a KN filter that does not fit my truck specifics.
Even fluid I had to donate.because it was not for my truck and would cause damage.
Business Response
Date: 10/03/2023
We have a refund receipt from the customer, and were able to locate the purchase receipt as well, both of which are under a business account. We need to know if the customer purchased the part from their mechanic, who got it from us, or if the customer purchased the part from us under the mechanic's account before we can look into this further.
Business Response
Date: 10/16/2023
The customer was refunded for the torque converter and our $50 core cost on invoice *********** 9/29/23. The customer will need to contact the store they returned the part to to request to file a labor claim for the work having to be done again. The store will need the receipt showing where the part was installed originally by an ASE certified mechanic and the receipt showing where the work had to be done again by an ASE certified mechanic. The store will need to send that documentation, along with the defective part, back to the manufacturer who will test it, determine why it failed, and decide what, if anything, they will reimburse. We cannot do anything further until this information is provided to our store manager Fernando at *** * ***** **** *** *** ******** ** **********.
Customer Answer
Date: 10/16/2023
Complaint: ********

I am rejecting this response because:
After purchasing a wrong part from your Oreillys store, you expect me to go again?
I am not sure what you mean to provide you proof, i have already provided you proof of my expenses, the Mechanic payment, and the autozone repair kit proof of purchase.
What about, Oreillys hires only people who is certified then, so they know what are they selling, and for what car.
At Autozone for instance they told me what happened your system is wrong, and I am not a mechanic and trusted my converter the one you kept, was the same as you provided.
my converter core is not 50usd, Autozone charges 80 for the converter core.
the labor done by my mechanic, the repair kit from Autozone, was messed with ans had to purchase again, because the converter you sold me, was for another truck. They had to undo, all the work, new kit filters as all where dirty and dusty particles where all over the place, I am not sure if He or his workshop is certified, put a sign there, at the store, when selling pieces, that people need to be certified to shop, because you do not know what you are selling.
It is no sense at all, but I can take my truck, with a certified mechanic for that matter in Arizona and Oreillys will need to cover the expense too as well the repair kit I purchased from autozone, return my core which is valued at 80usd, and understand, that if you ask for people who work with your pieces that you sell to be certified, you need to be qualified too to work and sell them.

I do not need to be telling lies or damaging others work, or cars, take your time, and at least be responsible for a repair kit you messed with, because the work was done by people in other country? Is messed up and is discriminatory, people here in Mexico is registered and working is how they learn, experiencing things but this situation is no sense.
take it to check the converter and Update your system at least? Or get qualified to sell pieces you make earnings with.

my core is not easy to come by, my truck is a vintage truck, and I had to pay for the core. (50usd does not cover my core at autozone By the way)

take the time to think what you are saying and when you take your core, to review, tell them you sold it for a transmission that was not the year needed, and that is the reason you broke and messed my work done, work I pay for in cash, in a country which is 5 minutes away from your store, where you sell to hundreds from here.

the problem here is Oreillys sold a piece that was not for my car, messing many things on the way, be responsible because I have to pay double many things.

you caused unnecessary stress and put my life in risk, my kids and jeopardize children future going to school and even cause me personal issues and I am managing it, but really take accountability.
and at least pay for the work done. Work I had yo pay twice.

and refrain to take personal action or whatsoever to my person because probably you know who I am, if I encounter anything to do with personal actions i will take this matter to the police or court and explain there what happened at your store, with your torque and how messed this situation got because lack of responsibility

Sincerely,

**** **********
Business Response
Date: 10/18/2023
The customer was refunded for the torque converter and our $50 core cost on invoice *********** 9/29/23. The customer will need to contact the store they returned the part to to request to file a labor claim for the work having to be done again. The store will need the receipt showing where the part was installed originally by an ASE certified mechanic and the receipt showing where the work had to be done again by an ASE certified mechanic. The store will need to send that documentation, along with the defective part, back to the manufacturer who will test it, determine why it failed, and decide what, if anything, they will reimburse. We cannot do anything further until this information is provided to our store manager Fernando at *** * ***** **** *** *** ******** ** **********.
Customer Answer
Date: 10/18/2023
Complaint: ********

I am rejecting this response because:

This is
proof i paid autozone for a kit repair wY before paying oreillys for a torque which it dis not work.

are they paying the gas to get there are they paying for the unnecesary stress they have caused with this situatiom.

they are.not even paying for the pieces they messed up with!

and they want me
to go to their shop to prove their torque was not the correct one for my truck!
what about you go to Autozone and ask them why your torque failed and messed up with my reparation kit?

i am not going to your oreillys never again, and hope you understand your system and a bad understanding of what you are selling made this mistake.

i do not accept you answer, and no i do not want to loose more time with you.

what about you pay for all the part you messed up with for a new repair kit I purchased and my mechanic labor?

no? Because he is Mexican?

what about I take my truck to pepboys ans they check the new torque and explain to you what happened?

dont you understand? Is that difficult? Really? You messed up selling something that was not for my truck, and labor needed to be done again.
take some responsability and at least pay for the repair kit parts your torque messed up with.

i am
sure you can send the torque to the company, and along mine they will explain you GM33wc is different from the one i requested giving the specifications of my truck to your representative Fernanda.

this is super stressful and as a mother i do not want to deal with discrimination again.
keep selling to just certified mechanics,
which my mechanic brother is, he lives there, in arizona.

As soon as possible I will provide this information to the BBB.

If oreillys feel entitled because he is not a registered company, i will find the way for Oreillys to respond and pay for what I have to pay double, the new kit I purchased was messed up with.

The transmission shop as well told me
My torque is valued in way more than you returned, and the one they sold to me is a part for my truck because he knows what he is selling is correct, your torque, put my life in risk and now I have to pay myself for your mistake?

No, i do not think so is correct to pay again 200 for parts for the repair kit, a pro king, 200 for the torque, (because I do not have my core), and 500 for labor? Again? Because your torque messed up my reparation kit?

If you do not know, they have to put all down again, are you gonna pay for it? All?

I doubt so, but you Oreillys should.
or stop selling pieces your system says are the correct ones for a truck which is not. Clearly.
Send my torque along yours to see what I mean, if autozone reps know, if napa motors know, if local transmission shops and yunques know I ca not understand how you sell something incorrect for a truck, which many know it is not for it.

your torque is for trucks 1999 and above, my truck is a vintage chevy 1989.

Sincerely,

**** **********
Customer Answer
Date: 10/19/2023
I ended up purchasing the part from a local dealer who specializes in transmissions I paid 199 and I did not have my torque, so i had to pay for the core.
the transmission needed to be re-done my mechanic said until I fix rhe situation with you a charge will be made.
Here he doesn’t seem is fair what you did, and I really want to pay him.
No one does double work and think will be fair specially because as Mexicans we believe in fair things.

whT Oreillys did is not fair, they knew I was taking my truck to Mexico, your shop is 5 minutes from the border.
Initial Complaint
Date:09/30/2023
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 had our engine light scanned at the store, the employee stated it *as our mass air flo* sensor code, so I bought a mass air sensor right then on the spot. The employee then helped me put it on my vehicle. *e scanned the engine light again since the ne* sensor did not fix engine light. And it *as still sho*ing the same code. The employee didn't kno* *hy so I drove the car an hour and half home and then to my dealership. I told them my engine light *as and to run a diagnostic for me to figure out *hy the code *as being thro*n. I told the dealership that I just changed my mass air flo* so it *ouldn't be that..they ran the diagnostic and no* my car *as running rich, thro*ing fuel trim rich codes. Multiple codes being thro*n. The dealership *as trying to figure out *hy it *as running rich so they did Multiple repairs costing thousands. They had my car for a month trying to figure it out. They *ere stumped...turns out O'riellys auto sold me the *rong mass air flo* sensor and that's *hy it *as thro*ing all these false codes saying my car *as running rich. The employee did not look up the part by my Vin and just looked up make and model and year..*ell that mistake the employee made cost me thousands. I believe the O'riellys should be liable for the repairs done to my car. If they had given me the correct part I *ouldn't be out thousands of dollars. I should be able to trust that the store I'm going to *ill give me the correct part for my car especially if the part is electrical and not returnable. I'm a female going to a auto parts store and I feel like they took advantage of the fact I don't kno* about cars and didn't kno* they should look up the part by the Vin so they took the easy *ay out and cut corners to figure out *hat part I needed. I *on't be going back to them ever for any auto parts unless they do they right thing and cover the cost of the repairs.
Business Response
Date: 10/03/2023
In revie*ing purchase history under the phone number customer provided of ********** there is no history of a Mass Air Flo* Sensor being bought. *e *ill need the invoice number from the customer's receipt, date of purchase and store purchase *as made at to look into this further.
Customer Answer
Date: 10/03/2023
Invoice number ****** August 13th. If you need the invoice for the dealership amd *hat repairs they did trying to figure out *hat *as *rong *ith our car I can send that one as *ell. I feel like O'riellys should be paying the dealership for all the repairs..$2,200 in repairs to be exact. If O'riellys had given me the correct part to begin *ith I *ouldnt have had to take the car to the dealership to see *hat *as *rong *ith my car because it *ould have been fixed *ith the correct mass air flo* sensor.
Business Response
Date: 10/16/2023
I called and spoke to our District Manager *****. He has sent copies of invoices provided by customer's husband *****. DM ***** has also spoken to customer by phone. At the very top of the invoice it sho*s from the dealership customer states they replaced MAF sensor recently, please check and advise. There *as some kind of insurance that paid out around $1,600 of the $2,200 customer requested *e pay them, customer is only out of pocket around $600 and all of that is for repairs not related to the MAF sensor. *e are not accepting liability for this. DM has offered to return MAF sensor for customer, and told customer this, but it did not cause the other issues *ith customer's vehicle. Due to the paper*ork the customer provided us from the dealership, *e are not accepting liability for the issues *ith their vehicle. If the customer *ould like to return our MAF sensor the our store at *** * O*EN K ******** **, ****, ** ********** *e *ill refund the part for them.

Paper*ork from cust states: "A customer states that check engine light is on and car has sluggish acceleration at lo* speeds and *ill shudder and jerk and act like it *ants to die at idle customer has recently changed mass air flo* sensor please check and advise."

"92812 confirmed concern found that vehicle is running rich has dtc p0172 and p1101 set and current found p0299 in history inspected induction system found that turbo *heel is not spinning freely at times. found that map sensor is sho*ing internal fault in scan tool injectors and high pressure fuel pump due to fuel chanc e of fuel. recommend replacement of turbocharge and boost pressure sensor due to has blade that is rubbing requires replacement. found vehicle had excessive pcv pressure found due to clogged pcv system 2.50 replaced fuel injectors and high pressure fuel pump found injectors coated in carbon performed oil change replace d map sensor and boost pressure sensor replaced turbo charge assembly (labor on separate line) cleaned pcv valve (completely clogged) cleaned pcv system re tested pcv system no* pulling 2 psi vacuum instead 2 psi positive pressure no* *ithin spec found vehicle *ould still fault TAC informed that incorrect calibration and or incorrect MAF sensor can cause the MAP sensor to fault recommend replacement found vehicle no* operates correctly all **. Perform 27 point inspection complete form inspect all components indicated on inspection form, note tire tread depth and brake padshoe condition inspections completed, revie*ed *ith customer. 92812 0.40 performed multi point note found oil on bottom of engine looked as if it *as from previous oil change cleaned off oil recommend recheck in 500 miles. 92812 during repairs found that turbocharger turbine *as rubbing side of the assembly causing debris to enter intake system requires replacement 2.50 replaced turbo charger assembly and retested vehicle found that turbocharger no* spins freely and is no* providing correct amount of boost pressure."
Initial Complaint
Date:09/26/2023
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.
The store located in Schererville, Indiana, Proceeded to give me a credit on my credit card; that I purchased my battery. The return was made by a store associate to the wrong credit card. The manager and the Regional Manager refused to correct the error on my credit card which held a zero balance. To receive the money from the credit card I would have to pay to receive my money, and wait two weeks or more to get my money in the mail. I have not received any funds as of today. This is a illegal action by this company, which would require going to court. Your money is not safe at this company. Be ware of your purchases,
Business Response
Date: 09/27/2023
I have reached out to our treasury department and also to our Regional Manager. The refund that was issued to the customer's card ending in **** is being reversed and a correct refund to the customer's card ending in **** is being processed today. The battery the customer has will carry out any remaining warranty from her original purchase date of 11/12/22. The customer should see the refund within five business days to the card ending in ****. If the customer does not have the refund within five business days she will need to contact her bank. Our store manager Dice will call the customer to let her know the refund was processed to the correct card.
Initial Complaint
Date:09/14/2023
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.
I bought this battery back in March 20 2023. The battery lasted less than a month! I took it back on April 4, 2023 and the battery tester read it was a bad battery. So I had it under warranty, got a new one. This time it lasted until 9/14/23. It lasted only 5 months!! The battery tester this time said it only has about 6 months left on it. Batteries are supposed to last up to at least 3 years. I doubt this battery even had 6 months left on it. I asked the employee if I can get a brand new one since it's under warranty. He said no. Ride the battery until it dies then bring it in. How am I supposed to bring back my car in if the battery dies? I told the empl anew battery since this obviously another bad battery I was given. Again the employee said no, ride the battery until dies and he left me outside in the parking lot. That was absolutely rude. Your stores sell these cheap, junk batteries. There needs to be a recall on these. Since your store did not honor my warranty, I had to go to Autozone across the street to buy a brand new battery which cost me $225. I will never shop at this store again. To add, my car is fine, alternator is excellent. had it tested. I would like the ********** battery refunded back to me in the amount of $193.29. If this store will not honor the warranty and just give me two *** batteries in a row, this store doesn't deserve my money. LOCATION:O'Reilly Auto Parts *************************************************************** **************
Business Response
Date: 09/15/2023
I called our store at ****************************************************************-7127 and spoke to our ISS ******. If the customer can bring the battery he has from us as well as the receipt showing he had to purchase a replacement battery from Auto Zone, the store will issue a warranty refund on our battery.
Customer Answer
Date: 09/15/2023
Complaint: 20605704

I am rejecting this response because:
I do not have the bad battery anymore from **********. I traded that in for the new one from Autozone. I uploaded the receipts from Autozone to here as proof, please take a look.
I want a full refund on your bad battery.
Sincerely,

*********************
Business Response
Date: 09/20/2023
Our District Manager ******** spoke to our team and the customer, and we will be issuing a customer satisfaction payment for the amount of our battery and customer has supplied their Auto Zone receipt as proof of him purchasing battery there.
Customer Answer
Date: 09/22/2023
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,

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

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