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

250 total complaints in the last 3 years.
63 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:12/13/2023
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.
I purchased an Ignition Coil for my 2008 Lexus RX350 4/3/2021. The cost *as $92.99 *ith a Limited Lifetime *arranty. My coil *ent out and started mis firing on 12/12/2023. O'Reilly refused to honor the Limited Lifetime *arranty. They could at least have given me a discount for a replacement. I contacted customer service, but it did not do any good. They *ere not *illing to help at all.
*hy *ould a part not be honored that has a Limited Lifetime *arranty. This part is only t*o years old. I have al*ays shopped at O'Reilly for all my auto parts. But no* since they treated me like this, I *ill start shopping at **** ****.
Business Response
Date: 12/14/2023
*e received the customer's email regarding this at 1941 CST *ednesday, December 13, 2023 and had not had a chance to respond to the customer yet. I called our store at **** * ********** ****, *******, ** ***** and spoke to our Assistant Manager *******. She said the customer can bring the coil in and speak to her and she *ill see *hat she can do to assist *ith a *arranty exchange. If the customer has any issues *hile in the store, she can call us at that time for assistance at ************ opt 2.
Initial Complaint
Date:12/11/2023
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.
September 30th 2023.
Went in to have my battery replaced the employee installed it backwards and fried my entire vehicle to where it wouldn't turn on i had it towed down the road to the local ***** dealership. i contacted ***** ******* their District manger he assured me they would cover any damages to the vehicle and that they weren't insured. Two weeks go by and ***** notifies us both about my fuse links being fried and it'll cost $900 ontop of that they ruined my radio/ navigation a/c & heater are not working. The bill for the radio/ hard drive was quoted at $ 15,000 after that O'reilly's then stated they were in fact insured a month after trying to figure it out in house. The current claim adjuster has not been in contact with me nor the car rental company. I have not received any compensation or any update on what we are doing further to resolve my issue. Im needing to make an official insurance claim but they have not giving me any of the proper information where i can make a claim.
Business Response
Date: 12/12/2023
I have sent the information to our Risk Management Department and requested that they follow up with the customer regarding the insurance claim. The customer can also call and speak to our Risk Management Department at ************ opt 9
Initial Complaint
Date:12/04/2023
Type:Billing 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 09-13-2023, at O'reilly Auto Parts, ********************************************** **************, I purchased (1) 3M Ribbon Sealer, No. MMM8612 for $***** + tax. The invoice No.: ***********; Counter No.: ******. The item had to be ordered from their warehouse, delivered to the store, then picked up at my convenience. I was told by 'Mac', salesman, that there was no time limit to pick up the part, since it had been prepaid. On 11-26-2023, I attempted to pick up the item. I was told by '*****', salesman, that the item was no longer being held, and had been sent back. He claimed that credit had been issued, and reprinted a receipt detailing the transaction; however, the receipt does not reflect a credit for ***** + tax. He refused to credit my account. ********************** sold me a part, but did not provide the part, nor credit or refund. I would like to file a compaint against the business for dishonest billing and unethical business practices. Thank you.
Business Response
Date: 12/04/2023
I called our store at ********************************************************************** and spoke to our Assistant Store Manager *******. Customer purchased the part originally on 9/13/23 and again on 11/26/23. We do owe customer a refund for the purchase that was done on 9/13/23. ASM is calling the customer to request he come into the store so we can refund him.
Initial Complaint
Date:12/02/2023
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 purchased an HID bulb on November 27th (5 days ago). My mechanic installed it and the light was so yellow compared to my other light that I tried returning it tonight. The guy literally said, "Our policy is if you buy something from us and connect it to the car even for a millisecond, we can't take it back." I asked him if he was joking, and he said it's the policy. He told me if I wanted to dispute it, I would have to come back on Wednesday when upper management would be there.I just wasted $115 for something that is horrible quality, so ******** has lost any future business from me, but they did gain a lot of bad press.
Business Response
Date: 12/04/2023
I spoke to our District Manager ******. The customer can return to the store at ******************************************************************* and we will exchange or refund the bulb, whichever he would like. If the customer has any issues with this process, he can call our District Manager at ************.
Initial Complaint
Date:11/30/2023
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.
In October 2021, I purchased a battery from the OReillys store in *******, *****. The manager, whom I knew over the years from different ***********************, assisted me with the transaction after I had a complaint about an associate's treatment. He provided a store discount for the battery. In September 2023, the battery began having issues and needed replacement. As it was still under warranty, I returned it to the store, but they were unable to locate the proof of purchase. After contacting the previous manager, who no longer worked there, I provided the necessary information to locate the purchase. However, the current manager was still unable to find it and advised me to contact customer service. After submitting a request on OReilly's website on 10/23/2023, a representative named **** confirmed the purchase, but it was now 11/27/2023. He informed me that the battery was out of warranty, which expired on 10/30/2023. Despite my ongoing communication with OReilly since September 2023, they refused to honor the warranty exchange due to their inability to locate the purchase. I requested to speak with a higher-up and a District Manager called me on 11/30/2023. I explained the situation, he had all the emails in front of him with time date and time stamps that confirm I was within my warranty period, so he understood the situation. He sounded optimistic and told me he would take care of it and call me back. However, when he did, he stated that they couldn't help me because the discount should have only been provided to family members. I argued that it was the manager's decision to offer the discount, and I never agreed to forfeit my rights to the warranty exchange. It is unfair for them to hold me liable. I want OReilly to replace the battery under the warranty, as I have provided all the necessary proof, they have the proof of purchase, the battery was under warranty during the back and forth with them, they need to make this right.
Business Response
Date: 12/01/2023
Our District Manager spoke to the customer on Thursday, November 30 and explained to him that because the battery was purchased under a former employee's account, we cannot warranty replace it for *******, as that account is not his. Our warranties are non transferrable.
Customer Answer
Date: 12/03/2023
I dont have a contract with OReilly. There is also not receipt however, they dont require a receipt to honor a warranty exchange, all they need is to pull up the proof of purchase which they were able to do, and still didnt honor the warranty exchange. Thats the reason for the complaint. Please read my original complaint, it explains everything there with details. Once again, there is no contract involved and there are no receipts. The battery in question is a product that no other store sells but OReilly. Also, the battery has all the product information. They were able to pull it ** in their systems
Business Response
Date: 12/06/2023
Our District Manager spoke to the customer on Thursday, November 30 and explained to him that because the battery was purchased under a former employee's account, we cannot warranty replace it for *******, as that account is not his. Our warranties are non transferrable.
Customer Answer
Date: 12/09/2023
Complaint: 20941266

I am rejecting this response because:

I am disapproving of this reply because, as previously communicated to the OReillys team, I find it unjust to be held responsible for an action initiated by a former employee without my consent. I did not request him to apply his employee discount to the purchase, which I made using my debit card. Furthermore, a manager assured me that proof of purchase was sufficient, a requirement that has been met. Despite having the product and meeting the necessary criteria, there seems to be resistance to rectifying their error and facilitating a simple battery exchange. Holding me accountable, the original purchaser, is both unwarranted and indicative of fraudulent practices.

Sincerely,

*****************************
Business Response
Date: 12/11/2023
Our District Manager spoke to the customer on Thursday, November 30 and explained to him that because the battery was purchased under a former employee's account, we cannot warranty replace it for *******, as that account is not his. Our warranties are non transferrable. We do not go off of the method of payment, we go off of the name on the account used.
Customer Answer
Date: 12/13/2023
The store manager reached out to me on 12/11/2023 and offered me a resolution. They ended up honoring my warranty exchange. As of 12/12/2023 I no longer have any unresolved issues. My battery has been replaced with a new one in person.
Thank you for assisting with this matter
Initial Complaint
Date:11/22/2023
Type:Billing 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.
Im not liable for this debit with Orelly Auto Parts, I do not have a contract with the collection agency trying to collect and reporting this to my credit report. I dont have a contract with this collection agency and I didnt sign any paperwork with this collection agency stating that I would pay them or owe them money. I dont have a contract with Orelly Auto Parts and they didnt provide me with the original contract as requested. I demand this account be removed from my credit report.
Business Response
Date: 11/22/2023
Customer has filed two identical ******************** Complaints on this, Complaint ID ******** and Complaint ID ********. I need to know which of our stores this is regarding and what the customer is disputing as far as collection amount, method of payment, etc. If it is a bad check or delinquent account that has gone to Payliance, the customer will need to dispute with them directly.
Customer Answer
Date: 11/22/2023
Heres the information that was requested for me to send in thank you.
Business Response
Date: 11/24/2023
Thank you for the information. Since the accounts have all been placed with a collection agency, you will need to handle all disputes, inquiries, etc with them directly.
Initial Complaint
Date:11/20/2023
Type:Billing 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.
Forged checks were used in this store. They were turned over to a collection agency. I made contact with the store, corporate, Payliance the collection agency. I also filed a police report. I have been trying to get information on this situation and seem to be not taken seriously. They told me their stores have a procedure when handling personal checks. But they will not tell me what it is and from the copies I finally received and my work history in dealing with personal checks I do not see any indication of any procedure to have avoided taking fraudulent checks. This lack of procedure has not effected our credit and after purchasing two vehicles we now are paying an increased amount of interest on these purchases.
Business Response
Date: 11/21/2023
We received five checks from the customer that were not honored by their bank. Invoice 3789-363765 for $418.15 4/1/23, Invoice 3789-363766 for 32.66 4/1/23, Invoice 3789-363767 for $54.44 4/1/23 check numbers 1056, 1055 & 1054, Invoice 5992-163737 for $238.02 4/1/23 check number 1063, and Invoice 3707-390359 for $302.12 3/31/23 check number 1065. Since these have gone to our collection agency Payliance, the customer will have to follow up with them for status, dispute and resolution. Payliance will need a copy of the police report the customer filed if it has not already been provided to them.
Initial Complaint
Date:11/20/2023
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 purchased $416.67 dollars worth of car parts online 11/19/23 at 10:47AM. Got an email saying ready for pickup at Store #**** at 12:04PM. Arrived and was told parts accidentally transferred to ************************************************. I drove across town to pick them up from this store. They had no idea what I was talking about. Me and the employee tried calling the original store several times and no answer. So I drove back across town to the store to be told they actually werent sure what happened to my parts but they would be ready by 3:30Pm yesterday and they would email me or call me. Here it is 2:45PM the next day and I havent heard anything back from them. Cant get ahold of anyone. So here I am no car parts and now out $416.67 dollars! I dont know what to do. Please help!!!
Business Response
Date: 11/21/2023
I called and spoke to our Store Manager **** at ***************************************** and the customers items are ready for pickup. The customer can go to the store any time to pick them up if she would still like them. If she would prefer a refund, she can call the store at ************** and speak to Store Manager **** to cancel and refund the order, or she can call our ******************************** at ************ opt 1 between 0700-1800 CST and they can assist with cancelling and refunding the order for her.
Initial Complaint
Date:11/20/2023
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.
Why do I have to pay you a CoreFee when I gave you my old starter. What a pathetic way to do business. I first purchased a starter from you around April or March. I uninstalled my old starter and gave it to the local store when I picked up a new starter. Installed the new starter to find out it did not work. I asked for a OEM starter on 7-11-23. I expected to pay a difference in price but not another CoreFee. Why? Last invoice # ******
Business Response
Date: 11/21/2023
Customer purchased USL ******** on Invoice 715-476664 6/7/23 and was charged $140.99 for the part and $5 for the core.

Customer warranty refunded USL ******** on Invoice 715-476864 6/7/23 and was refunded $140.99 for the part and $5.

Customer warranty refunded USL ******** on Invoice 715-488729 7/11/23 and was refunded $140.99 for the part and $5 for the core and purchased MOT SA1024 and was charged $161.39 for the part and $35 for the core, resulting in cust paying a difference of $50.40

There is no record of customer bringing in a core for a core refund, which would be why the customer was charged a core cost. If the customer has another receipt besides these showing a core was brought in and refunded, if he can provide that to us we can look into this further. With the information we have, we cannot refund him the core cost.
Customer Answer
Date: 11/21/2023
Complaint: 20895288

I am rejecting this response because:
Yes there was a core dropped off.

Sincerely,

*********************************
Business Response
Date: 11/22/2023
Customer purchased USL ******** on Invoice 715-476664 6/7/23 and was charged $140.99 for the part and $5 for the core.

Customer warranty refunded USL ******** on Invoice 715-476864 6/7/23 and was refunded $140.99 for the part and $5.

Customer warranty refunded USL ******** on Invoice 715-488729 7/11/23 and was refunded $140.99 for the part and $5 for the core and purchased MOT SA1024 and was charged $161.39 for the part and $35 for the core, resulting in cust paying a difference of $50.40

There is no record of customer bringing in a core for a core refund, which would be why the customer was charged a core cost. If the customer has another receipt besides these showing a core was brought in and refunded, if he can provide that to us we can look into this further. With the information we have, we cannot refund him the core cost.
Customer Answer
Date: 11/22/2023
I have had my local company do business with you for years. To be treated like this! I cant help if your people failed to do their job. I brought you a core, no if and or but about it.
Customer Answer
Date: 11/28/2023
BBB thank you for mediating. I feel forced to take it to the next step legally. Prepare to waste time and money in my local court.
Initial Complaint
Date:11/13/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12 Nov 2023 went to the Oreilly located ********************************* *****. I was charged for charging my car battery. All I wanted was to purchase a car battery. The old battery was 8 years old. I did purchase the car battery. An unnecessary $22.00 (22$ core charge) fee was added. I want a refund for my 22$
Business Response
Date: 11/14/2023
After reviewing the receipt image the customer attached to his complaint, I see that he was not charged a core charge. The first line item on the receipt is SSB 90EXT Battery $209.99. The second line item is SSB 90EXT Core Charge $22. The third line item is SSB 90EXT Core Exchange -$22, which shows that the store received the customer's old battery and did not charge a core charge on his new battery purchase. The sub total on the receipt is $209.99 which is the cost of the battery only, no core charge. There is $15.75 in tax for a total charge of $225.74. I have circled the third line item showing the core cost was deducted in blue on the customer's original image he provided. We cannot refund the customer for something we did not charge him for. We consider this matter closed.

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