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:05/17/2023

  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.

  On April 14,2023 I went into the location in North Little Rock, store number 1984, and purchased an oil filter for my 2014 Mercedes E350. I also purchased some other items as you will see. The invoice number for the transaction is ***********. After purchasing the filter, I had my technician do my oil change, as you can see below, I am the GM for mobility dealership. I have had my oil changed by my techs many times over the years as it saves me time and money to have them do it, and I have never had an issue like this before. Fast forward to May 13,2023, I am traveling back from Omaha, NE when my vehicle dies while on I-49 in Harrisonville, MO. I had my vehicle towed to Mercedes Benz in Kansas City, where I had to stay until Monday morning for them to look at my vehicle. When the technician looked at the vehicle, he found that the oil filter that was sold to me was the wrong one for my car, thus, causing my engine to seize.
  
  On May 15 I called into CS line and explained my situation. They referred me to a Mr. ***** ***, the district manager, who I did speak with on May 16,2023. Let’s say that this conversation went exactly as I assumed it would. Mr. *** stated that I knew I bought the wrong part because I pointed out to the associate working that the receipt stated this was for a 2011 E350, which in part is accurate, I did point that out to the associate who then told me that this particular filter was good for multiple years, and this was just how it printed on the receipt. I accepted that as reasonable, again I have worked in, and ran automobile dealerships for the past 32 years, I have a general understanding that parts are interchangeable within various year ranges. Mr. *** then went on to say that my technician should have realized that it was the wrong filter since the filter for the 2014 “looks” different then one for a 2011, again I disagree that the onus falls on the person installing the filter, even if there are slight differences in the appearance, the filter appears to fit. I make this deduction from the pictures that the tech at Mercedes Benz sent me.
  
  One of the things that stood out to me in my conversation with Mr. *** was that he asked me if I knew which associate sold me the part, to which I described the associate. Mr. *** then said he thought he knew who I was describing. He then made a statement later in our conversation that the associate in question did not remember our conversation. The reason this stood out was because he acted like he did not know who the associate was and then references that he had already spoke with the associate, this made little sense to me. After Mr. *** explained that O’Reilly’s would not pay for the damages done to my vehicle, I asked to speak with his supervisor to which he stated that this decision was a collaborative one between him, his boss, and the divisional VP. He explained that the decision was final.

  Business Response

  Date: 05/29/2023

  We apologize for the unacceptable length of time it has taken to respond to ****'s complaint. Looking into the correct oil filter for a 2014 Mercedes E350, the incorrect oil filter received and installed could not have installed properly due to the manner of the construction of the oil filter housing and how the oil filter seals. The technician that installed the oil filter should have been able to see the oil filter was incorrect and not proceed with the install. We have included an image of the correct and incorrect oil filter. Regrettably O'Reilly Auto Parts will not be assisting with any repairs, or compensation of, that a required due to the incorrect oil filter being installed and will consider this case closed. 

  Customer Answer

  Date: 05/31/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: Oreilly's expects that because the correct filter is different from the one they sold, it relieves them of responsibility. The two are similar enough, (reference attached photo) and in fact the filter that was sold appears that it fits where the filter was installed. An individual with experience changing oil would not know that this was the incorrect filter, unless they had direct experience with Mercedes Benz. The onus is not on the consumer or the technician installing the filter, it lies with the entity that sold the incorrect part. There is no doubt that this incorrect part was the cause of the failure, Oreilley's simply does not want to pay to fix the problem they created. If Oreilly's chooses to stay this course I will proceed with other alternatives.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 06/02/2023

  O'Reilly Auto Parts will stand with our original decision and will not be assisting with any repairs, or
  compensation of, that are required due to the incorrect oil filter being
  installed. We are considering this case closed. 

  Customer Answer

  Date: 06/05/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: It is obviously their fault. Just because they refuse to acknowledge this does not absolve them of responsibility. I have retained an attorney who will reach out to them on my behalf. We will now let the courts decide who is responsible.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:05/16/2023

  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 ******** 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: 06/01/2023

  Please accept our apology for the late reply. We are forwarding this information to our District Manager ***** who oversees our store in Portland, TX. We will also request that our District Manager follow up with our customer Rosemary after reviewing this matter with a resolution.  

• Initial Complaint

  Date:05/15/2023

  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 bought a new thermostat for my 2003 f150, I swapped it out. When I swapped this thermostat I had to drain my coolant and refill it. I put 2 gallons of antifreeze in my truck and continued ti have issues. I went and bought a new water pump and a fan clutch. I returned the water pump( mine was good) and swapped the 80 dollar fan clutch. I continued to have the same issue so I pulled the new thermostat draining two more gallons of coolant and put it back together. Wow no I have no issues I was going to go back to the store and warranty it and see if they will replace the coolant. Then I got an email for a review on the thermostat, I left a honest professional review like this one and they rejected it saying it goes against there guidelines….. I think that’s extremely shady and trying ti only get good reviews. That’s not right reviews are there to inform potential future customers. I want the thermostat replaced and my coolant replaced.

  Business Response

  Date: 06/01/2023

  Our Store Manager Cameron from our Springfield, MO store spoke with out customer ****** on 5/30/23 at 1:47 PM CT. We are replacing thermostat and compensating our customer with 2 gallons of coolant. 
  
  As for the review, all user-submitted product reviews on oreillyauto.com are reviewed and handled by a third party. Any content in a review that contains an opinion or is not about the product specifically, or any content that contains profanity will be declined. Any review that has been declined cannot be reviewed further and would need to be resubmitted on oreillyauto.com Unfortunately we cannot guarantee approval on any further submissions and all reviews are subject to this same review. We are considering this complaint closed. 
  
  

• Initial Complaint

  Date:05/10/2023

  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 alternator last winter about 2 months later while driving down road was a big bang and lost power steering and truck started over heat. So I pulled over wandering what just happened, well the pulley attached to the alternator completely spun off the bolt amd the serpentine belt came off. I needed alternator to get it run agai. So called local spencer orileys amd explained things amd they said I was to far a way to help an to call greencastle. So after calling a tow truck which had pay for outp pocket I called greencatle orileys whom delivers parts to buis daily I explained them the situation and they said if I came in they exchange it amd I said I'm stranded 5.9 miles away about 9 min.Their replies was we have no one to bring you a replacement. So to truck had haul me to the store which cost 120$. I removed alternator and went in exchanged it amd said the belt is no good as well ans purchased here new So it needs be replaced. Which they wouldn't So the employee paid part and I paid the rest for belt just bought 2 months before. To include this was the 2 ND new alternator failure I had from them. I have owned the truck 2 years and gad replace alternator 3 s, throttle position 3xs, egr valve got was already used so messed truck up more Then with multiple bad parts recieved I had lower ball joint just fall apart 10 mph down road thankfully a neighbor showed and helped me put back tother and find a nut as it's had completely slid of stud. So that got me home next day went town got upper and Lowe ball joints. Top seemed be not to bad except getting the stationed rivets out like they never need changed...got upper and one lower and went put nut on last ball joint and wouldn't go one at all spent 1 hour trying as was puzzled. At that point I went got another replaced it and drove rown and back and was one. About 2 weeks later go Gosport and done it again truck hit ground. Last weekend the upper broke and totalled my truck amd I had be life lined. Reason upper

  Business Response

  Date: 05/30/2023

  Please accept our apologies for the late reply. We have attempted to make contact with our customer ***** on 5/22/23 at 1:26 PM CT and on 5/30/23 at 10:03 AM CT to no avail. We have left voice mails both these times with a call back number for ***** to reach back out to us to speak with him further regarding this matter. At this time, we would need the part that caused the damage to the other parts of the vehicle along with the original proof of purchase presented to our Store Manager *** in Spencer, IN on *** ** ** *** *** . We would need the other parts under warranty through O'Reilly Auto Parts that were damaged presented as well with original proof of purchase. We would also need an estimated repair bill from a certified shop for the damages the said part in question ***** is stating caused the damages initially. Once all proper documentation's and parts are presented to our Store Manager ***, our Store Manager will be able to submit a claim on behalf of our customer *****. 
  
  The reason we need to submit a claim on behalf of our customer ***** is due to O'Reilly Auto Parts only dealing with the warranty on the parts. If a product fails during the warranty period due to a defect in materials or workmanship as long as the product is used normally and in accordance with the purpose it was designed for, O'Reilly Auto Parts has the option to either replace or refund product. Our warranty does not cover labor, towing, or rental car charges, which are the sole responsibility of the purchaser. Our warranty also does not cover incidental, consequential, indirect, or special damages. We can submit a claim on behalf of ***** to the manufacturer. 
  
  Once we submit the claim with proper documentation's, the manufacturer would be the one to do a thorough investigation on the products. We would get a reply from manufacturer on their findings within 6-8 weeks. If product was defective and was the cause of the damage to other parts of vehicle, the manufacturer would be the one to issue ***** credit for the damages. If manufacturer does not find the products defective, they will not issue any credit to ***** for the damages, and we would not be able to assist with *****'s desired settlement. 

  Business Response

  Date: 06/21/2023

  Our first response has all the details ***** needs and all the documentation's we are needing from ***** to submit a claim on behalf of our customer *****. All of our warranty information can also be located in our web page at www.oreillyauto.com > scroll down to the bottom of the page to where it says "Warranties". We are considering this case closed. 

• Initial Complaint

  Date:05/09/2023

  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 went in to trade in a part that was the wrong part given to me. Everything was fine till the assistant manager walked up the worker said isn't this your sale the assistant manager said yes but if he's to much of a ****** idiot to do it correctly then that's his ***** problem **** him. As he walked away I said sir you don't have to be such an ass, he spun around started spewing profanities to me then proceeded to invite me outside to fight over and over saying he would beat the **** out of me and kick my spic ass. I told him really? And he went outside to wait till I walked out.i asked the worker if this happens alot and he said yes that he does this all the time to customers and employees . I called the manager the next day explained what happened and was told by him that it probably didn't happen but he has to look into it. I asked if he wanted my number and he said no if he needs if he'll figure out how to find it. Which to me means nothing again will be done. I don't think anyone should have to walk into a company and get verbally and nearly physically attacked over a very common and easily corrected issue. But here you feel threatened and profiled nothing is being done.

  Business Response

  Date: 05/19/2023

  We apologize for the unacceptable length of time it has taken to respond to ******'s complaint. Please accept our sincere apologies for the lack of professionalism and rude service that was received while visiting our store located in Santa Fe, NM located on. We are going to forward this information to our District Manager for review with our stores management team to ensure that all of our Team Members are aware of the proper customer service we expect as a company. While we are unable to discuss any disciplinary action that would be taken, we can assure this matter will be addressed with our Team Members accordingly. It is likely ****** will receive a call from our District Manager regarding this matter and will consider this case closed. 

• Initial Complaint

  Date:05/08/2023

  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.

  The engine has a taping noise it does it when it is cold or warm. Most likely the engine is not adequate oil, not storing oil or receiving oil. Basically ********** did not explain the warranty, and they did not explain if there was a issue with the engine they would not consider what would be considered a tear down the first shop. That the shop is adequate to complete the job from start to finish if there is an issue. No, one is returning phone calls on the second half. I did receive a phone call from a *****. ********** is pushing this issue off on ********************. Where you have the engine installed should be a proper facility. Warranty# WC141012 that is the warranty number for filing the compliant with ********************. The serial # *******. The total amount through ********** is $2550.00 + $38.00. that date is 11/10/2022, it took a month for the first shop to install, and I picked it up 12/08/2022 and their price was $5764.20 for parts and labor. The ********** that I visited was at ****************************************************. I have contacted the store and they informed to contact ********************. I need the problem fixed and it has been a issue from day one.

  Business Response

  Date: 05/19/2023

  Our District Manager spoke with our customer on 5/17/23. We are waiting on our customer to provide our store with the repair bill for review with our District Manager. Our District Manager will then follow up with our customer after reviewing the repair bill with our District Managers resolution regarding this matter. 

  Customer Answer

  Date: 05/26/2023

  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.  I agree to submit the estimate,  As long as the company agrees to pay for the total amount of installation and parts and inspection fee.    
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/05/2023

  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 submitted an application for my business to get a commercial account in February 2023 and have not heard back about my commercial account.

  Business Response

  Date: 05/09/2023

  We apologize for the unacceptable length of time it has taken to get a business account approved and set up. Regrettably O'Reilly Auto Parts Customer Satisfaction Team will be unable to assist with this in which ******** will need to reach out to our Credit Department directly for further assistance at ###-###-####, Option 7. Our Credit Department is available M-F, 7:30-5:00 CST. We will be considering this case closed. 

• Initial Complaint

  Date:05/05/2023

  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.

  *Apr 6, 2023: Subject: Order *************** is ready for pickup
  ******, Good news! We are happy to tell you that your items are ready for pickup at O’Reilly Auto.
  Orders not picked up after 14 days are subject to cancellation & refund.
  Extreme Super Start Extreme Battery Group Size *** * *** ******* | Qty: 1 $209.99
  Core Charge: $22.00
  O’Reilly Auto Parts ****** **** ****** ********* ***** *** ********** ** ***** ***** ******** *Hello *****,
  Thank you for contacting O'Reilly Auto Parts. I am sorry for the poor customer service you have received from our different O'Reilly departments and can assure you this matter will be addressed. To confirm, you and I just spoke over the phone not to long ago about needing to escalate this matter to the Regional Manager ******. Please allow the Regional Manager time to review this information and he will follow-up with you as soon as possible. ****** ******** failed to tighten and secure my new and LOOSE battery installation she placed.
  *May 2nd, 2023/Patty unexpectedly to discuss my ongoing battery issues. To email me. Non-compliant with my communication limits.
  *May 3rd, 2023: Contacted to seek resolution, ******/Internet: spoke rudely and fastidiously. I urged him to please slow down and articulate so that I don't have to guess, he accused me of insulting him and threatened to end the call. I hung up out of utter shock.
  *Edward: impatient, documented morbid experience. Will forward to ******/Regional Manager of O'Reilly's (phone number: ###-###-####) and ****** to email me for final resolution/conclusion.
  *May 4th, 2023: Good Morning *****, This is ******, I’m the regional manager for O’Reilly Auto Parts in Northern California. I received your complaint and I am sorry you had a poor shopping experience at one of our locations. What can I do to help? Thanks, ****** ***** O’Reilly Auto Parts/Sr. Director Oakland Region 66
  *Due to ******'s immature, crude and volatile demeanor, terminate.
  *Order # ***************

  Business Response

  Date: 05/08/2023

  Please accept our sincere apologies for the poor shopping experience ***** had while visiting our South San Francisco store located on **** ****** ********* and while speaking with our Team Members at our corporate office regarding her concerns. We have addressed this matter appropriately with each Team Member involved to ensure that all of our associates are aware of the proper customer service we expect as a company. 
  
  ***** spoke with two of our Customer Satisfaction agents on 05/02 in which it was advised when starting her vehicle it is making a "stalling noise" in which was present before the new battery was installed, and why we had concerns with this explaining it would be in her best interest to have the vehicle taken to a repair facility for further diagnosis. We understand there were concerns with one of the bolts, possibly on the battery hold down bracket, not being securely tightened in which was explained to have been tightened properly by ***** when getting back to her home. 
  
  When ***** spoke with one of our Customer Satisfaction agents on 05/03/22 it was asked at this time, after a lengthy conversation, what we can do to assist with this because we still did not have a clear understanding of what ***** was seeking as far as a resolution regarding this matter. We understand ***** received an email response from our Regional Manager, ******, in which he had apologized for the experience ***** had, asking what he could do to help with this as well in which at this time it is still unclear of what type of resolution ***** is seeking. 
  
  At this time, we do not have the ability to provide ***** with her old battery as it was turned in on 04/06/23 for the core, as when speaking with one of our Customer Satisfaction agents on 05/02 had requested a battery like she had in her vehicle previously. The SuperStart Extreme battery ***** purchased and had installed on 04/06/23 is the direct fit battery for her 2003 Honda CR-V and will carry a 3-year limited warranty. If at any time there are concerns with the battery ***** is welcome to visit any local O'Reilly for assistance in which if the battery is found to be bad our Team would be happy to assist with replacing the battery. 

  Customer Answer

  Date: 05/10/2023

  ******, of the O'Reilly's "Corporate" Level, repeatedly, disrespectfully, immorally and profusely focused on how long we were on the telephone for. I.e.: You have been speaking on the phone for 25 minutes (and/or) We have been on the phone for some time....with this heinous, crude, self-absorbed and negligent trauma, I had to mentally/psychologically distance for a period of time to recollect my thoughts as well as do my best to digest this crass experience. In the thirty plus years of providing business between ****** and O'Reilly's, this is by far, the most insulting and unforgivable transaction. *******, ****** and ****** are clearly incompetent, incoherent, disengaged, impatient and incapable of pristine workmanship. Termination.

  Customer Answer

  Date: 05/10/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: the context is an ongoing inaccuracy with regards to my simply tightening the battery myself. THAT is false. Deceitful documentation is unlawful. "Lengthy conversation" is PART OF YOUR JOB. 
  
  Listening comprehension issues. 
  
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:05/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased part on line may 1, 2023 for $21.66 when went to pick up wrong part recieved refund on debit card today May3,2023 charge showed back up $21.66 taken out of account.Contacted they said Bank issue Not there's called Bank,Bank said Oriellys submit for Paymemt!!!!

  Business Response

  Date: 05/08/2023

  We apologize for any inconvenience or problem this matter may have caused, ******. Looking into this further we show to have the preauthorized amount for the order, the post authorized amount, and the refund for $21.66 on MasterCard ending in 5565. The preauthorized amount should drop off of a bank statement once the order has been fulfilled, in which should leave one charge for the order and one refund for the $21.66 on ******'s bank statement. At this time, if ****** is seeing two charges and one refund a dispute for the second charge will need to be submitted with the banking institution. We have attached a screen shot of the card transactions related with ******'s purchase and refund. We will consider this case closed. 

• Initial Complaint

  Date:05/01/2023

  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 an upper ball joint for my truck from them sometime in May of 2022. It was professional installed at a nearby shop that very same day. Les than 24hrs later that ball joint broke in half. By doing so it broke everything on that side (lower ball joint, inner and outer tire rod, sway bar link, axel, hub bearing, tire) Had truck towed to shop again. It was ruled as an defective part. Spoke to the manager on duty at O'Reilly's and was informed to have the part taken off and bring to the store to be inspected and possibly start a damage claim. I did so, it was then confirmed that it was indeed a defective part. Started the process and was told to bring in an estimate for the repairs. Which I also did. From that point on was given the run around. From the claim being did incorrectly twice. Which took months to get done correctly. To me having to call the corporate office claim department to get info and make a complaint. Almost a year later and several more calls to corporate I was informed it was denied by the district manager for incorrect paperwork. And was told I would have to repair vehicle first before receiving a refund for the work that was done from their defective part. Which was never told to me at any point. By neither manager or corporate. I'm a single dad with a fixed income and couldn't afford to have my work vehicle down. Let alone pay almost $2,000 for repairs if that's even the case. I would like for them to stick to what was said. They had me get an estimate I did, so I would like them to pay for my repairs.

  Business Response

  Date: 05/10/2023

  We would be glad to submit a claim to the manufacturer of the ball joint that is at question on behalf of our customer. We would need the first receipt from a certified shop when the ball joint was first installed and a second receipt from a certified shop on a second ball joint being installed and other parts being repaired or replaced due to ball joint damage our customer is claiming.