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

  2206 Paris Rd Columbia, MO 65202-2303

• 

  O'Reilly Auto Parts

  63rd & 2nd Street Rolla, MO 65401

• 

  O'Reilly Auto Parts

  1512 S Elliott Ave Aurora, MO 65605-2106

• 

  O'Reilly Auto Parts

  517 N Federal Blvd Riverton, WY 82501-2944

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: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.  

• Initial Complaint

  Date:06/15/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an alternator and rented tools to put it in and paid someone 250$ to help. The alternator was bad and I took it into the store I bought it at and thet tested it confirming it was bad. I want them to pay fod the labor of replacing it at a shop as I did myself serious harm doing it myself and they need to take accountability for selling a bad part. I was told they would do nothing in store and have called customer service 11 times ovee the past 2 weeks and received no response.

   

  O'Reilly
  8864 Madison Ave
  Fair Oaks CA, 95628
  2538331115

  Business Response

  Date: 07/11/2023

     Please accept our apology for the late reply. Our District Manager contacted our customer ******** on 6/16/23 regarding this matter. ******** requested that we pay her for 10+ hours in labor as that is what it took her to install the alternator herself. Our warranty on parts does not cover any labor as the warranty only covers the part for any defects in materials and workmanship. 
  
     Our District Manager let our customer know that there are two options to warranty the alternator out. First was if she was to bring in the bad alternator, we would be able to do an even warranty exchange. The second is that she could purchase an alternator and when she brought in the bad alternator, we would do a warranty refund. We are considering this case closed. 

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a replacement car battery from O'Reilly Auto Parts on 06/10/2023 at its location **** ******** ***** ********** ** *****. The cost was $275.15. (SSB47 PLT BATTERY) then asked for the battery to be installed per O'Reilly's offer of a free install with a battery purchase. The staff did not provide the free install, citing a lack of tools. This was after having me sit out on the curb for several minutes while they looked under my hood. They also did not take my old battery (as it had to keep using it). Fortunately, it worked enough to get me home. Today, I finally found someone to come and install the battery at a cost of $120.00. I am hoping that the cost of my install can be refunded to me, please.

  Business Response

  Date: 07/03/2023

  We apologize for the unacceptable length of time it has taken to respond to *****'s complaint and sincerely apologize for any inconvenience or problem that this visit may have caused, *****. Our stores offer free, courtesy battery installation for most vehicles as customer traffic allows and have brought this to the attention of our Store and District Manager so this may be looked into further and addressed with our team accordingly. 
  
  We do need additional information regarding this matter when able. If ***** can please provide us with the year, make, and model of vehicle the battery was purchased for along with a copy of the labor bill ***** incurred due to our team not being able to install the battery we will get this information to our managers for further review. The labor bill may be sent though this complaint directly or can be brought to our manager at our Nashville, TN store located on **** ******** ****. Once received and reviewed we will reach out to ***** as soon as possible at the phone number provided ending in **** so we may discuss this matter further. Thank you for your time. 

  Customer Answer

  Date: 07/03/2023

  Complaint: ********
  
  
  
  I am rejecting this response because it is incomplete. 
  
  I am driving a 2020 Nissan Sentra. The store was not busy at the time. Please find the requested documentation attached. 
  

  If a refund is provided, I would appreciate it if it could be issued to the credit card used to purchase the battery. 

  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 07/06/2023

  Thank you for getting back to us with this information. This matter has been discussed with our District Manager, ****** ******, in which O'Reilly Auto Parts will be able to provide compensation for the battery installation service ******** ******** ****** *** performed on 06/13/2023, minus the gratuity. A reimbursement check in the amount of $100.00 will be sent to our Nashville, TN store located on **** ******** **** **** ******
  
  Our District Manager will be reaching out to ***** to discuss the poor shopping experience had while visiting our store and they payment we will be providing. Once the payment request has been entered and processed by our Accounting Department the reimbursement check will arrive at our Nashville store within 10 -14 days. Once received our manager will reach out to ***** at the phone number we have ending in 2977. We appreciate *****'s business and it is our sincere hope he will continue to choose O'Reilly Auto Parts for any future automotive needs. 

  Customer Answer

  Date: 07/26/2023

  Good afternoon,

  I have not been contacted by O'Reilly Auto Parts to receive this payment. 

  Thank you. 

  Business Response

  Date: 07/27/2023

  I spoke to our District Manager Peanut. The check request was inputted today, and the store should have the check in 7-10 business days. The store will call the customer when they receive the check. Our District Manager will call the customer. She previously tried calling but voicemail was not set up. 

• Initial Complaint

  Date:06/07/2023

  Type:Delivery 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.

  Filed for a "gift certificate" as per advertisement and form provided by local store I inquired about the status they said the tracking number that is clearly printed on the acknowledgment was not something they could use. They sent me a link the link does not have a place to fill in the tracking number and instead just ask for name and location, when I did that they said there was no record of any rebate request on file in spite of the fact that I have a receipt for having filed one

  Business Response

  Date: 06/16/2023

  We received an email from **** on 06/07 regarding the rebate he submitted in which was an offer for a $10 ******** gift card when purchasing a ***************** battery. We see the marine battery **** purchased online on 05/30/23 in which when a rebate is submitted our rebate company asks, and states on the rebate form, to please allow **** weeks for the processing of the rebate. When looking into the rebate **** submitted our rebate company has confirmed to have received the claim in which is currently being processed and the $10 ******** gift card will be received within 10 weeks from the date the rebate was submitted. We have attached a screenshot of this confirmation from our rebate company of gift card in the process of being sent. 
  
  This matter was also escalated to our Supervisor, ******, on 06/08/23 as the ******************************************************************************************** which she reached out to **** on 06/08/23 explaining that we do not have any way to expedite the gift card being sent by our rebate company and sent a $10 ******** gift card to **** this day that should arrive within **** business days. 
  
  Again, **** should receive the second $10 ******** gift card for the marine battery rebate within 10 weeks from the date the rebate was submitted and will consider this case closed. 

  Customer Answer

  Date: 06/22/2023

  Have not received either gift certificate as of yet

  Customer Answer

  Date: 06/27/2023

  Recvd gift certificate as promised

  Satisfied 

  Business Response

  Date: 06/28/2023

  Thank you for bringing this matter up to our attention. I have spoken with our ****************** in which they have explained to be behind in sending out gift cards. We sincerely apologize for the delay. We have confirmed the gift card for **** was sent out last Wednesday the 21st and should be received by July 6th. The second $10 gift card will still be sent from our rebate company and again can take up to 10 weeks to be received from the date the rebate claim was received which looks to have been May 30th. 

  Customer Answer

  Date: 06/28/2023

  BBB you misunderstood my response I clearly said that I had received a good certificate and that I was satisfied and yet you were marking the complaint closed customer remains dissatisfied that is incorrect the adjustment provided has satisfied me

  Customer Answer

  Date: 06/29/2023

  I wrote that I was satisfied not once but 3x and you still refuse to accept that 

  Maybe you system need some lessons in reading comprehension 

  I

• Initial Complaint

  Date:06/04/2023

  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.

  My Truck has defective MOOG front suspension parts. This was installed by Four Wheel Parts a few years ago. Tomball Ford found the defects when I was getting an alignment. Four Wheel Parts will not warranty the parts as they cannot find my receipt as their computer systems are all new and the archive system does not work. Four Wheel Parts called two (2) OReilly Auto Parts stores and they will not warranty Moog either and steer customers to other parts. I have used MOOG parts for over 50 years and love this brand. I was forced to buy the parts again and pay for labor all over again as well for parts that have a Lifetime Warranty. I have all the new boxes from my 2nd purchase and all the defective parts too. I would like to send these to Moog and get my money please.

  Business Response

  Date: 06/14/2023

  Please accept our apology for the late reply. ***** would have to get with Four Wheel Parts regarding any warranty or refund on parts as ***** has his warranty through the shop and not O'Reilly Auto Parts. We will not be able to assist ***** with a refund or labor on the front suspension parts ***** is speaking of. We are considering this case closed. 

• Initial Complaint

  Date:06/01/2023

  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.

  My alternator went out on my 2014 Kia Sedona in November ‘22 had the mechanic replace it with an O’reilly alternator on 11/10/22 and then that part went out. That same mechanic replaced the part again after less than two weeks with a 2nd alternator by warranty on the first alternator; mechanic did not charge me to replace. The car broke down again and would not start certainly it wasn’t the same part cause I have used O’reilly before and had always had good results. I wanted a 2nd opinion and took my vehicle to a different mechanic on 12/03/22 and was told it was the alternator again. So the alternator was changed an 3 rd time and this is the 2nd time I used the warranty on the alternator. But since it was a new mechanic and I already had it towed to them, I had to pay full price on labor to have it replaced. My car broke down again and I took it to the same mechanic who replaced it the 3rd time and they replaced it with an AutoZone part on 12/21/2022 and I have not had any problems. The car has been running fine since then. I have already spoken to the district manager and filed the labor claim since I had to pay three times total to have the alternator replaced since they had to replace it twice at the new mechanic, they charged me twice since O’reilly part had failed me 3 times. I spoke to district manager originally on 12/21/22 to originally file my labor claim and then 4/21/23 to ask about pay out of it since it had been 4 months. I have called the O’reilly location in Portland, TX 3 times in between to get information on my claim but everyone says they will check into it but I have not received a response. So they are scammers and thieves because don’t tell people that they can file a labor claim when all you do is ignore people. I was told by one of your employees that y’all knowingly sold faulty alternators. This I truly believe since I had 3 faulty alternators in a row and have been completely ignored and disregarded.

  Business Response

  Date: 06/05/2023

  Again our apologies for the length of time it had taken O'Reilly Auto Parts to replay to *********'s first complaint submitted on 05/16, ID ********. 
  
  This matter has been discussed with our District and Regional Manager in which a payment request has been entered and a check for $500 will be sent to our Portland, TX store located on ***** ******* *** for *********. The reimbursement check is to cover the tow bill and two additional labor bills incurred due to the defective alternator. The payment is currently being processed by our Accounting Department and should get sent out by Wednesday, in which will arrive at our store within 10 business days. Once our store receives the reimbursement check our manager will reach out to ********* at the phone number we have ending in 7125. 
  
  We appreciate *********'s business, and it is our sincere hope she will continue to choose O'Reilly Auto Parts for all future automotive needs. If we may be of any further assistance, please do not hesitate to contact us. 

• Initial Complaint

  Date:05/30/2023

  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 in and ordered 2 mufflers, 2 Catalytic converters, and 1 oxygen sensor mounting kit. Had to order all parts and pay in full for the oxygen sensor kit and paid the shipping fee. An agreement was made with the manager that I could pick up all the parts at once on May 24th rather than having to come in each day for one part at a time. Every part ordered, except for the oxygen sensor mounting kit was sent back by O'rileys. Went to have the oxygen sensor mounting kit installed at a muffler shop and found out that O'rileys didn't order the correct part. Returned the part, that they stated was the correct one when it was ordered and asked for refund. They only refunded part of my money back and wouldn't give me shipping cost back for there mistake for ordering wrong part to start with.

  Business Response

  Date: 06/05/2023

  Thank you for bringing this matter up to our attention. We have spoken with our Store Manager, *****, at our Magnolia Texas store located on 7119 FM 1488 explaining the concern at hand. ***** assured a refund on the $10.34 shipping fee would not be any problem and will explain what we will be doing to his team so when ******** is able to visit there will not be any issue in receiving his refund. We apologize for any inconvenience or problem this matter may have caused, Clifford, and it is our sincere hope he will continue to choose O'Reilly Auto Parts for all future automotive needs.