Complaints

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

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• 

  O'Reilly Auto Parts

  233 S Patterson Ave Springfield, MO 65802-2210

• 

  O'Reilly Auto Parts

  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:08/30/2023

  Type:Service or Repair 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.

  Oriellys in ********** gave me the wrong transmission fluid for my sons car, so, ******** at the **** **** orielleys sent me to **** **** TIRE PROS AND AUTOWORKS with a filter and gasket, to flush it and change the gasket and filter. She later picked up the filter because **** **** **** **** and auto works decided not to change it, And I know if you use a contaminated gasket you can contaminate the whole transmission causing it to fail, Now every since **** **** tire pros and auto works flushed the transmission the transmission pan has been leaking. I took it back to them two times and it is still leaking. They said they couldn't find the leak but they topped it off with fluid and tightened the bolts on oil pan, the first time, second time tightened two bolts. It was good for 3 days, Now it is leaking again. Because I'm a girl they are acting like I'm stupid and not interested in helping fix their mistake. They need to fix the problem not bandaid it. When I contacted the owner of orielleys back after he responded to my negetive review they told me they did not respond to me. That someone was scamming me. I'm really not sure which 3 of the businesses is at fault. Will you please help me get my sons car fixed?

  Business Response

  Date: 09/01/2023

  I called and spoke to our Store Manager ********. The manager went to do a sales call the other day at the repair shop ****** **** **** ***** and they said the customer reported them to BBB. The customer got a few quarts of transmission fluid at our store located at **** ********* ******* ****** ** ********** ** ******* *********** 7/18/23 (purchased items were PTQ FK266 A/T Filter, ORO D 1QtTransFld, ORO D-1 1GalTransFld), and then came to this store *** ****** ******* **** ***** ** ********** to get one more and Store Manager ******** said that was not the correct fluid and customer should flush her system. Customer said she didn't have the money to do that, our District Manager was in office and consulted, Store Manager contacted one of our commercial accounts ****** **** **** ***** and they agreed to do flush. Store Manager told shop to give her the old filter back once it was removed for warranty exchange because customer had the filter under warranty with us. Shop never gave our store the old filter back, but Store Manager paid shop for the flush. The shop has the old filter for our store to pick up from them. Customer then went back to shop a few weeks to a month after the flush and said that the shop ruined her transmission. Customer had had a friend do a transmission flush because she was having transmission problems and slippage. That is what the items purchased from us 7/18/23 were for. Customer told Store Manager when she came in to her **** **** store that she had a leak and needed another quart of fluid. That's when Store Manager said she didn't think the fluid customer got from our other store was correct and offered to have the system flushed for her. Customer had transmission problems and a leak prior to buying fluid from any of our stores. Shop was sent transmission fluid, transmission gasket and transmission filter from our **** **** store to do the flush and they used all items sent to them. The issue the customer is having currently is the same issue she had prior to having her friend do a transmission flush for her. We are not accepting liability for this issue. 

  Customer Answer

  Date: 09/01/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  They are lying I never went in there and said that my transmission was slipping, The transmission to this day is not slipping. The only thing I am trying to get them to do is fix The leaking Pan. ****** from **** **** tire pros and auto works told me he did not change the filter inside the transmission Pan that he gave the brand new filter back to ********. So if they are saying they have a used filter to pick up they are lying because **** **** tire pros owner told me he did not change it. My transmission is not slipping, it is leaking. I never had anybody flush the transmission because it was slipping. We bought the car for my son's 16th birthday and we were trying to make sure it had a tune up and new fluid for him when he started school this year. There was nothing wrong with our transmission and there still is not anything wrong with our transmission. I just want the leak fixed properly. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 09/01/2023

  The shop is returning the used, old transmission filter to our store in **** ****. The Store Manager said that the customer told her that she had bought a transmission filter and fluid at our store in ****** ** *o have a friend do a transmission flush due to a leak and issues. The shop replaced the filter, gasket and fluid and billed our store for it. Our store has no knowledge of the shop not completing the repairs. If the customer is stating the shop that did the repair work caused an issue to her vehicle that she did not have prior to visiting the shop, she would need to take that issue up with the shop. O'Reilly Auto Parts did not work on the customer's vehicle. We consider this matter closed. 

  Customer Answer

  Date: 09/05/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  The shop told me that ******** picked up the oil filter and they did not use the oil filter that ******** sent over because they're comment was the original oil filter is better than these new ones they have come out. ******** cannot pick up the use oil filter from the shop because they did not change it. ******** knows they did not change it and she cannot pick up the used one because she took the new 1 back to the The store that ****** gave her. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:08/28/2023

  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.

  Supplier Claim ******** * ** ***** ******* - Sons Motors
  First of all, let me just say that I have been doing business with O’Reilly Auto Parts since 1993 and I’ve been a professional technician since 1996. I also appreciate all of the great parts and service from the company, over the years. I have never, in 32 years of working on vehicles and equipment, had a part failure cause the kind of, for lack of a better word, unique failure. I also fully understand that O’Reilly Auto Parts does not remanufacture components; they just make some profit from distribution, and sales. The alternator pulley fell off of the alternator only 4 days(213 miles) after being installed. The serpentine belt that drives the water pump, fell off. No battery light or CEL illuminated to warn the customer of the situation, and the engine over-heated, and blew the head gasket. The engine had coolant leaking into cylinders #3 and #4 at a high rate. I really appreciate the assistance of the local district manager ******* ***** in this difficult situation. I only ever filed on claim, but the remanufacture denied it. The manufacturer is responsible for tightening the pulley(there is no pulley nut on this particular design), and only if the voltage regulator fails does the battery voltage have time to drop enough for the battery light to illuminated. I had to eat shit on this job, because I will not even get paid for my labor of replacing the engine. I only want the parts reimburse to the customer to make things right. The total was $2,714.00 and I have received $233.42 leaving a balance of $2,480.58 for the engine that I had to replace because of an alternator. It won’t even pay for the tow truck or rental car. Even though I might have to take the company to small claims court, I understand (from ample research) that this was a fluke occurrence, that will hopefully never happen again in my career. I will also continue to recommend O’Reilly Auto Parts as my first choice to my customers.

  Business Response

  Date: 08/29/2023

  Our store submitted a labor claim for the customer to the manufacturer, ******** ***** ** ******** ***. The labor claim denied by manufacturer with the comment "The results after inspection and testing showed that the unit was received with a loose pulley nut. If the pulley comes off due to a loose nut, the warning lights come on which provides ample time to pull over before any engine damage occurs. If you have any questions or comments regarding this claim, please feel free to call our Technical Hotline at (800) 228-2672 between the hours of 6:00am to 5:00pm PST, Monday through Friday." O'Reilly Auto Parts does not reimburse labor, that is something only offered by the manufacturer. I have attached the denial letter from the manufacturer. If the customer has any additional issues with the labor claim, they would need to contact the manufacturer. We reimbursed the customer $ $233.42 for alternator via a check and it was hand delivered 8/22 to the customer. The customer would need to contact the manufacturer for any additional questions or concerns regarding their decision on the labor claim. We consider this matter closed. 

  Customer Answer

  Date: 09/05/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: I know its not in the companies best interest to do the right thing(even for a long time commercial customer),so even though the customer is now seeking legal action, I hope that we can continue to do business at this time. Thank you
  
  
  
  Sincerely,
  
  
  ****** ****

  Business Response

  Date: 09/06/2023

  The customer would need to contact the manufacturer for any additional questions or concerns regarding their decision on the labor claim at ***** ******** between the hours of 6:00am to 5:00pm PST, Monday through Friday. There is nothing additional that we can do, as all decisions regarding labor claims are made by the manufacturer. We consider this matter closed. 

  Customer Answer

  Date: 09/07/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: The matter has been taken to small claims court. Can we please close this case? Thank you
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:08/23/2023

  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.

  Stated on website that my order would be next day delivery, which is why I placed it. After a couple hours I received email that it shipped but in fact they just created a label and the delivery date changed to 8/24 Which is not next day delivery as stated in checkout!!!! I would not have ordered it for delivery if it was not next day and company refused to cancel the order even though it was sitting in a warehouse and all they did was create a shipping label but already would not be honoring the next day delivery which is dishonest business practice and false advertising!

  Business Response

  Date: 08/24/2023

  I have attached our shipping FAQ from our website, *******************. The customer chatted in with our Internet Customer Support on Tuesday, August 22 and also Wednesday, August 23. They provided the information from the FAQ to him. I have also attached them. They also issued a $15 O'Rewards coupon to the customer for the inconvenience, which will issue on Tuesday, August 29. UPS shows that the customer's package is out for deliver today. I have attached a screen shot from UPS.com. If the customer would prefer a refund to the part, he can return it to any of our stores. I show there are several O'Reilly Auto Parts stores close to the customer, and have attached a map with that information. Unfortunately all delivery dates shown on OReillyAuto.com are estimates, and it is not possible to guarantee a delivery date. Orders can be delayed due to carrier delays, natural disasters, and other unforeseen circumstances beyond our control.

  Shipping & Delivery

  When do I have to place my order to receive Next Day Delivery?
  

  For your convenience, an easy-to-use order countdown is included anywhere a Next Day Delivery estimate is shown (all product, My Cart, and Checkout pages). Next Day Delivery eligibility is based on daily order cutoff time which varies by location, product, and availability. Final eligibility and estimated delivery date is calculated during the Delivery step of Checkout.
  
  
  How do I qualify for Free Next Day Delivery?
  Most orders totaling $35 or more (excluding any core charges) qualify for free shipping or Free Next Day Delivery to eligible addresses. Item cancellations that bring your order total below the $35 minimum and special order items may also impact Next Day Delivery eligibility and cost. Oversized items, items requiring special handling, and some shipments to Alaska or Hawaii are not eligible for Free Next Day Delivery.
  
  
  Why doesn’t my order qualify for Next Day Delivery?
  Not all delivery addresses are eligible for Next Day Delivery. Final eligibility for estimated Next Day Delivery is calculated during the Delivery step of Checkout. Your delivery estimate may change during your shopping experience based on items added to your cart.
  
  
  What if my Next Day Delivery order does not arrive on the estimated delivery date?
  All delivery dates shown on OReillyAuto.com are estimates, and it is not possible to guarantee a delivery date. Orders can be delayed due to carrier delays, natural disasters, and other unforeseen circumstances beyond our control.

   

   

  Customer Answer

  Date: 08/24/2023

  Complaint: ********
   
  
  I am rejecting this response because:
  
  They should Not advertise nor state that the order will be delivered the next day at checkout if they can not guarantee this to the consumer. It is unclear as it DOES NOT say Estimated next day delivery, it states Next day delivery with a date of the date after sale. Nowhere on the checkout page did it say estimate or not guaranteed. I still haven't received my order. I also WOULD NOT have ordered it if it stated "maybe it will be delivered next day" it is not transparent on their website, it is misleading and false.
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 08/25/2023

  When viewing a part on our website, there is a clickable link next to the estimated shipping time that states Shipping Details. When you click on it, the following is displayed:

  Shipping Estimates and Availability
  Shipping Estimates:
  Estimated delivery dates and order fulfillment time(s) are based on company averages. The actual delivery times may vary due to weather conditions, warehouse availability, etc.
  All times should be used as a reference and not a guarantee.
  All final shipping fees and arrival times are reported at checkout.
  More Shipping FAQs

  The "More Shipping FAQs" at the bottom is a second clickable link that goes to our complete FAQ page for shipping. UPS shows that the customer's order was delivered yesterday on Thursday, August 24 at 4:43 pm and left at his front door. If the customer does not wish to keep the part, he can return it to any of our stores for a full and complete refund. If the customer is not able to locate the part that was delivered, he will need to call our Internet Customer Service Department at 800-755-6759 opt 1 and they can open a case with UPS. 

• Initial Complaint

  Date:08/11/2023

  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.

  Purchase an item that ended up not working for what I needed so I return the part and instead of getting the money refunded to my card like it should have been something happened where I'm now out the $67 that I spent I went to the store spoke with the assistant manager was given a number to call but that number that they gave me for the district manager goes to the security office at their warehouse. It is my strong opinion that this company is nothing but Crooks and thieves

  Business Response

  Date: 08/11/2023

  The customer made a purchase on 8/8/23 for a fan assembly, part HDN 3670 in the amount of $68.63 on a Visa card ending in **** on invoice ***********. The customer returned that same part back to us on 8/10/23 and was issued a refund in the amount of $68.63 back to their Visa ending in **** on invoice ***********. The refund shows as settled in our credit card system, which means the customer's bank has accepted the refund. it can take the bank up to five business days to reflect the refund back in the customer's account. If the customer does not see their refund back in their account by end of day Thursday, August 17, they would want to contact their card issuer and file a dispute for a credit not received so the bank can locate the refund. 

• 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.