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

206 total complaints in the last 3 years.
52 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/10/2023
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 July 21 2023 OReillys loaned me a coolant tester. I pay full retail price upfront for the used tool you need and when youre done with the tool, They will refund you what you payed earlier that day. Is their policy on tool loaners. When I tried to return the tool that I had less then 60 minutes , the employee informed me that he couldnt return the tool because he was unable to read the receipt due to coolant washing out the ink. I informed him that their employee is the one who put the receipt in the tester case that was overlooked and never cleaned from previous renter (like they claim) before putting it back in inventory for rental. I told him that I have the receipt that ***** emails me but he said it will not work. I tried to tell the employee I never even used the tool, because when I got to the vehicle I could clearly see that the upper radiator hose came off the radiator due to a bad hose clamp. I did purchase 2 gallons of coolant at the time of renting the tool. So I filled te radiator with coolant and let the fan cycle and found no leaks. Never had to use the coolant tester. I feel tat the receipt could have been looked up by my phone number with a little more work. I feel OReilly has an obligation and should do what they told me they would do when I returned the tool. And not stick their customer with an old used tool and made him pay full retail like a new one cost. I feel they make their customer pay what the tool cost new so they dont have to pay for a new tool when the old one is worn out. They make the customer keep the old one and they get a new one at no cost to them. Bad business manners if you ask me.
Business Response
Date: 08/10/2023
I called our store at ************************************************************************************* and spoke to our ISS *****, who is the manager on duty currently. I provided him with the customer's invoice number for the rental from 7/21/23., ************** can go to the store, take the rentals that he needs to return and speak to ***** who will get him refunded. ***** is going to look into this and address the refund not being done when the customer requested it also.
Customer Answer
Date: 08/11/2023
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:08/02/2023
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.
Wednesday evening on 6/28 my battery light went on so I pulled into O'Reilly and had the staff check it out. They said it was an alternator issue so I had a warranted free alternator and the guy offered to put it in for me. Thursday the next day the engine light went on so come to find out that he broke one of my wires that connects to the radiator and antifreeze liquid. My car keeps leaking antifreeze like crazy and I might need to replace my radiator. The problem is before this guy put my alternator in I had no issues with any of those problems.
********
***** * **** ***
** **** *** *****
Business Response
Date: 08/08/2023
I called and spoke to our District Manager ****. He was not aware of the customer's issue. He will call and follow up with our customer and look into this to work with them for a resolution.
Initial Complaint
Date:07/31/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On November 25, 2021, I purchased a battery from Oriellys Auto Parts ************************************************************. The guy that assisted me advised I had a 2 year guaranteed warranty on the battery. On today Sunday July 30, 2023, my truck would not start. I contacted Roadside Assistance through my insurance provider State Farm for assistance. Upon arrival of Roadside Assistance, the technician tested my battery and advised it was bad. He attempted to Jumpstart however my car would not start. I had no other option but to purchase another battery for $201.29. I contacted local Oriellys Auto Part store at ************ and advised what happened. The guy I spoke with said since I already purchased a new battery, there was nothing they can do. I advised the guy I had no choice because my car would not start and jumping my battery was unsuccessful. I told the guy I had my battery that I previously purchased. It has not been 2 yrs since I purchased the battery. It's very disheartening that ******** refused to assist with a resolution. I feel that I should be reimbursed for the cost of the battery I previously purchased. The battery did not hold up for 2yrs. ******** needs to honor what was quoted to me on 11/25/2021. Please assist with resolution.
Business Response
Date: 08/01/2023
I called and spoke to our Store Manager ****** at our store at *****************************************************************************. The customer can come in with the defective battery that they bought from ** and ask for ****** or ***** in the back and they can assist with a warranty refund. I tried to call the customer to let them know, however their voicemail box was full and I could not leave a message. We consider this matter resolved.
Customer Answer
Date: 08/01/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**************
Initial Complaint
Date:07/19/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went in Oreillys Auto parts at 2 pm Saturday, July 15,2023. ****** lied and called himself the manager was fixing the rubber under car instead ****** ripped it off wheel wells, etc. I ask for cost for replacement.
Business Response
Date: 08/01/2023
spoke with *** **** ***** on 7-31 and she is producing receipts for services that she claims were done by team member in the store. when all receipts are received and validated form the 7-15 incident our company will reimburse ms. smith with a check
Business Response
Date: 08/10/2023
Our District Manager **** will be contacting the customer to discuss this issue and settlement of it. He has been working with the customer to get documentation to come to a resolution.
Customer Answer
Date: 08/12/2023
Complaint: ********

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

Sincerely,

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

I am rejecting this response because:

I have not received reimbursement

Sincerely,

**** *****
Business Response
Date: 08/17/2023
The check was issued August 11, 2023 and sent to the store. It can take up to ten business days for the store to receive the check, which would be August 24, 2023. The store will call the customer to come in and pick up the check as soon as they receive it.
Initial Complaint
Date:07/13/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Oreilly auto parts

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

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

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

Sincerely,

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

I am rejecting this response because:

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

Sincerely,

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

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

Business Response
Date: 07/21/2023
We spoke with our customer ******** on 7/21/23 at 10:09 AM CT. We are unable to move forward with an exchange on battery as it was out of warranty. We offered our customer a $30 gift card out of customer satisfaction. We are considering this case closed.
Initial Complaint
Date:06/16/2023
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.
O’Reilly sold me a driveshaft for my truck. I gave them the year make model engine size. I got to drive shaft that O’Reilly sold me installed. The driveshaft and it tore the rear seal out of the transmission while driving down the highway and lead the fluid out damage transmission. Dunis transmission said the driveshaft was not the right one and was defective.
Business Response
Date: 07/11/2023
We have investigated this matter and unfortunately, we will not be able to assist our customers with their desired settlement as this was an installer error. We are considering this case closed.
Customer Answer
Date: 07/12/2023
They sold me the wrong part, it was the wrong length, wrong metal and there was no error in the installation. The transmission shop stated that it was the wrong length and the wrong type metal for the drive shaft. When you install the driveshaft there are marks to balance the driveshaft. After the driveshaft was installed correctly I was going down the interstate I felt the truck stop pulling and I got off the interstate and noticed that fluids was all over the ground and had the truck towed back to transmission and I was informed that I was sold the wrong drive shaft I was sold a steel and I should have been sold an aluminum driveshaft. I spoke to the district manager and he stated the would give me a call back but he never did. I contacted the store manager and I took a copy of the receipt to them and I did not hear anything from them.

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