Complaints

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

close

Find a Location

O'Reilly Auto Parts has 4378 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  O'Reilly Auto Parts

  233 S Patterson Ave Springfield, MO 65802-2210

• 

  O'Reilly Auto Parts

  1874 Highway A Washington, MO 63090-6448

• 

  O'Reilly Auto Parts

  112 W Ashley Rd Boonville, MO 65233-1172

• 

  O'Reilly Auto Parts

  956 Talon Dr O Fallon, IL 62269-1848

• 

  O'Reilly Auto Parts

  PO Box 790098 Saint Louis, MO 63179-0098

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:10/02/2023

  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,
  
  *********************

• Initial Complaint

  Date:09/14/2023

  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.

  They have been continually giving me the wrong parts so when I have to return them and get the correct part , they only refund the price of the item and they keep the sale tax.. So I'm paying sales tax twice just to get 1 item...

  LOCATION INVOLVED:

  O'Reillys auto parts
  **** * ******** **** **
  Houghton lake MI, *****
  *** ********

  Business Response

  Date: 09/14/2023

  The customer purchased *** ****** Fuel Pump Module Assembly for $244.79 with $14.69 sales tax for a total of $259.48 on invoice *********** 9/10/23 (image attached). The customer returned that fuel pump on 9/10/23 on invoice *********** and purchased I** ****** Pump Module Assembly for $319.49 as well as WD ***** 12oz WD-40 for $7.99. The subtotal was $82.69 with $4.96 sales tax after deducting the $259.48 the customer paid for the first pump that was incorrect. The customer paid a difference of $87.65 total. The initial purchase price and sales tax were deducted from the exchange purchase. The customer did receive credit for the purchase as well as the sales tax. 

• Initial Complaint

  Date:09/13/2023

  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 go to the oriellys parts store located at **** *** in port orchard wa and proceed to gather the parts I need for a customer's vehicle as I have done many times. The store manager proceeded to follow and watch me so directly that I was getting anxiety and felt so uncomfortable and unsafe. I have severe ptsd and don't do well when profiled and harassed. I have used this store for many years without issue but will now never go back as long as he works there! I dropped all parts I was purchasing and told him directly he was out of line and left the store! Theft happens but harassing good, loyal, paying customers is unexeptable and very unprofessional! I can't imagine corporate being happy with them treating a disabled veteran in such a way. You may never know the customers past and current struggles. So you should treat everyone equally!

  Business Response

  Date: 09/14/2023

  I have sent this information to our District and Regional Managers so that they can look into and address it. 

• Initial Complaint

  Date:09/11/2023

  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.

  Went to O'Reilly Auto Parts at **** ******* **** ** in San Jose, CA to purchase replace Jumper Cable Clamps.
  The clamps were purchased and I told the Edwin the sales Clerk that I will make sure that the clamps fit my car's terminals (the car was parked outside). The Clerk agreed and I headed out.
  
  I carefully removed the clamps from the packaging and checked that they fit the terminals - WHICH THEY DID NOT!
  
  I immediately entered into the store to return the clamps.
  
  There was another clerk working there and he said that since the packaging was opened he cannot accept the Clamps back!
  
  I told him I got permission from the previous Clerk and he still refused.
  
  This is a pure SHAM and DISGRACE to the O'Reilly Auto Parts franchise.
  
  I will never step foot in this HORRIBLE AND DISGRACEFUL place.
  
  I want a full refund on my AMEX Immediately.

  Business Response

  Date: 09/12/2023

  I called our store at **** ******* **** ***** *** ***** ** ********** and spoke to our Manager Mariano. The customer can bring the item in for a full refund. We consider this matter closed. 

  Customer Answer

  Date: 09/14/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I am not going back to this store and the HASSLE from this Store is out of control.

   

  The store manager can coordinate with me to come pick up the product.
  
  
  
  Sincerely,
  
  
  
  *****

  Business Response

  Date: 09/15/2023

  Our stores are not able to pick up products from retail customers. The customer can take the item to any of our stores for a full refund. 

  Customer Answer

  Date: 09/18/2023

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

  The store is hassling me to return something which they didn't accept to begin with.

  This is HORRIBLE and POOR customer service

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

• Initial Complaint

  Date:09/05/2023

  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.

  8/14/2023
  
  I purchased a starter from O'Reilly Auto Parts, The mechanic claims that the starter is a bad starter, I went to the part store to tell them that the mechanic put the starter in my car and it is not loud and will not start, they told me they need the starter back, I told them it was in the car. I should not have to pay for the removal of a part that I paid for to work, the store want me to give the part back which its not a problem, but the mechanic does not want to take it out with out charging me again. I feel that this is a shame to get more money from the customer, selling bad parts is happening often especially to women. this store has place me financial hardship and now my car is worst because of their bad part according to the mechanic.

   

  LOCATION INVOLVED

  O'Reilly Auto Parts
  84 Whalley Ave
  New Haven CT, 06511
  (203) 200-7310

  Business Response

  Date: 09/06/2023

  I am unable to locate a purchase for the starter under the customer, ******** account. Our warranty process would be that the original purchaser of the part, whether it is ****** or the mechanic's shop ******* **********, will need to bring the defective starter to our store and we will warranty replace it with another. If the original purchaser does not wish to remove the part from the car first, then they would have to purchase the replacement part and we would issue a warranty refund to the original purchaser once the defective part is returned to our store by the original purchaser. Whomever the original purchaser of the part is can also file a labor claim with the manufacturer to see if they will offer any reimbursement for the additional installation of the part. The store will need the defective part, the repair invoice showing where the part was replaced the first time and an estimate or repair invoice showing where the work has to be done again. This will need to be given to our store by the original purchaser, our store will then send it to the manufacturer who will test the part, determine why it failed and decide what, if anything, they will reimburse. If the mechanic's shop that did the work purchased the part from us, then the customer ****** will need to handle everything through their mechanic. 

• Initial Complaint

  Date:09/05/2023

  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 8/25/23, I purchased a battery for my car. The sales person installed it for me. I drove home and parked until work on Monday 8/28/23. When I got to work the car seemed like something was wrong but I just went into work. When I got off work, and went to my car, it would not start, it was completely dead. I lifted the hood and the battery was hanging on by a thread! The sales person just through it into my car and didn't secure it properly at all! I am surprised and very thankful that I didn't get into an accident or worse! Contacted the business and they couldn't care less about my terrible experience.

  Business Response

  Date: 09/12/2023

  Our District Manager ****** has been calling the customer and leaving voicemails at the number provided (***********) but has not received a call back at this time. ****** can be reached at his office at ************ or a message can be left for him to call back if he is not in. At this time, there is nothing further we can do until the customer and ****** speak. 

  Customer Answer

  Date: 09/13/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  I received ONE phone call, while I was at work and could not answer.  So it is untrue that the company has tried multiple times to contact me.  If they cared to make things right, they have my email, as well as my credit card information to issue a partial or full refund, since I could've died, from the service I received after the sorry attempt of installing the battery, purchased from them.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 09/15/2023

  I have sent the customer's email address to ***** and requested that he either call again or email. 

• Initial Complaint

  Date:09/05/2023

  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.

  8/24/23 I started my car and it immediately died, I did not want to drive far so I drove over to the O’Reilly Auto Parts Store (map says it is 3 minutes from where I live) hoping they did batteries. The worker was using a gadget to test my battery and could not get it to test and was saying it looks like it is the alternator since its not registering your battery. I asked him if that was the right thing to test batteries with since he had been playing with it for quite a while. He gave me a look. I said could you go in and ask the other guy. He said ok. He went inside and apparently I was right because the other man came out with a different gadget and told him he had the wrong one, and showed him how to use it and it brought up my battery right away and said it was not good any more. As that man was walking back in he turned his head back at us and said you should be thanking us, I must have had a confused look on my face because he said for standing out here in the heat testing your battery. Max temp that day was 95 degrees I do not know what it was around 4:30-5:00 pm. I do not know why he needed to say that. But any way the worker replaced my battery and I left. 8/31/23 first time I have been out in my vehicle since the previous week, I go to ********* to pick up my RX then grocery shopping. It is not a smooth way into *********, and I barely get into the line when my car stalls out on me. I popped the hood from the inside, we both walked to the front, and he popped the hood and low and behold you should see the pictures I will attach. The tow man started to touch it because the red side was no longer even connected to my battery. I said don’t touch anything, let me take some pictures first. he did not even connect the red side and all it took was my going into the parking lot of ********* for the connection to jump over the battery and disconnect.

  Business Response

  Date: 09/06/2023

  Our District Manager, **** *******, spoke to the customer about her concerns and issue with her battery. The customer purchased a replacement battery from Advance Auto and our store refunded her for the battery she purchased from us on August 31, 2023 invoice *********** for $274.29. We consider this matter closed and resolved.