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

  8123 Page Ave Saint Louis, MO 63130-1111

• 

  O'Reilly Auto Parts

  4195 Osage Beach Pkwy Osage Beach, MO 65065-2151

• 

  O'Reilly Auto Parts

  2614 State St E Saint Louis, IL 62205-2325

• 

  O'Reilly Auto Parts

  7090 Lansdowne Ave Saint Louis, MO 63109-1950

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:03/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid over $2000 in parts on a bus thats a commercial vehicle and I want my money back I was told that I needed the parts I believe it was for the store employees to meet there quota the store employees told me to use there employee to install my music in my bus and then Refer me to a menchenic when I came in the store to purchase parts for the same vehicle which was never fix properly by the person they send to put parts on bus and welding glue was put all over the engine and the Bus was never fix properly massive oil leak present and low pressure when trying to drive vehicle Im seeking for money back for parts and bus fix properly

  Business Response

  Date: 03/10/2023

  Thank you for bringing this matter up to our attention. We apologize for any inconvenience or problem that this matter may have caused, *******. This was brought to our attention through our messaging service on 02/13. However, ******* did not reply back to our Agent, in which the conversation was closed and documented. This matter was then discussed with our Store Manager, Fanor, at our store in ****************, ** located on ******************************************** the following day. 
  
  We understand the bus was acquired last year in which was to be converted into a party bus. ******* visited our **************** store in order to purchase a stereo and speaker so the bus could have music, then asking our manager if he knew anyone that might be able to help with the installation. Our manager did offer to help with getting the music up and running. ******* sent $400 to our manager who then took three days of his time to run new wiring and install a radio along with a speaker. Our manager did purchase items under his Team Member account in order to help keep the cost of parts as low as possible for, *******. However, only the new wiring was run, and stereo installed before the bus was taken to a repair shop. About a month later ******* visited our **************** store speaking with our manager again and asking if he knew anyone else in the area that could help with further repairs. Our manager explained to not know many people nor shops in the area but did recommend one of his accounts, ******* **********************. 
  
  The bus was taken to ******* out of *******'s own free will in which three purchases were made under this account for needed **********************, seven parts total, all in which were purchased back in October and November and have been installed. We understand ******* Mechanic installed a gasket improperly in which still needs to be fixed. To our understanding at this time ******* has yet to be paid for the work done for the installation of all parts purchased which is a civil concern between ******* and *******. O'Reilly Auto Parts will be unable to assist with the repairs or compensation of and ******* Automotive, or another repair shop of *******'s choosing, will need to perform the "proper" repairs. Any parts that have been installed on the bus will not be eligible for a refund and may only be replaced under warranty if found to be defective. Our manager understood the music repairs he performed were not completed in which he provided the $400 back to ******* when taking back the stereo and speaker last year. 
  
  We will consider this case closed.  

• Initial Complaint

  Date:02/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 02/23/2023 I stopped by this store to check if my dead battery is still in warranty and it was. The assistant manager went out to make some tests and he was very reluctant to solve my problem by stating that it's going to take very long and he might not have the right tools and so on. After 2 hours of various tests he determined the battery is indeed bad but he said he will void the warranty because " I did not perform a master reset" on my ******* Continental initially when I purchased the battery. The fact is that master reset was done in the shop where the battery was installed. However I remember they told me it's not needed but they've done it anyway. No one actually asked me if such a master reset was performed. I suppose they were only looking for a reason to void the $230 battery warranty. I insist of a replacement or getting my money back

  Business Response

  Date: 03/02/2023

  Our customer contacted us on 2/25/2023 and have resolved this matter with our customer. Our customer was refunded for our battery on 2/26/23. We are considering this case closed. 

• Initial Complaint

  Date:02/22/2023

  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 to Oreilly auto parts to have my Battery checked i opened the hood this was after i had a tow truck come to my house,he went to his truck got a device came back with a small device with a small prod on it.He had me get in and push the start Button after he touched &made a slight spark...So i go to oreilly Same thing there.BUT the DUDE said he could not fix it,&suggested i walk about 50 feet to the ********* store & they could help me.AS i stood there the other ********* phone rang.They wanted me to come back..Upon on exiting the ********* store i saw that someone had opened my driver side door and hood& the dude was acting like he was tightening something up..i asked him what he was doing,he says WELL i am putting a Battery in here.I SAID I NEVER GAVE YOU OR ANYONE WRITTEN PERMISSION or verbal TO GET INTO MY PU .When he was finished he touched the same spot started right up....THEY ILLEGALEY entered my Vehicle and acted like they had done a repair.I was never told a price or NOTHING...When i got ready to leave they say that will be $178.35.I said right then i was going to dispute this.It has been a 2 month fiasco.I WANT MY MONEY BACK...The boss man # ************ WAS THIBAUT....i talked to a DUDE once he smart alecky said come on back down i have a PILE of old Batteries,i will put one of those in....I WAS NEVER SHOWN my battery / tested or anything.I was told that very night that a guy came from ******* to get my Battery...SURE 200 MILE ROUND TRIP..I WANT MY MONEY BACK.$178.35...

  Business Response

  Date: 02/24/2023

  Thank you for bringing this matter up to our attention. We apologize for any inconvenience or problem that this visit has caused ********************. On 12/08/22 our ********, ** store located on ****************************** did sell ******************** a SuperStart Premium battery, Part #: 48PRM, in which our Team did install the battery in his vehicle as the battery in his vehicle had tested bad.
  
  When originally denied the installation and was sent to ********* our Store Manager called ********* to instruct they send ******************** back to our store as we could assist with the installation. Our Store Manager did remove the battery from the vehicle in which was presented to ******************** at the time. Our Store Manager then asked which battery he might wish to purchase, and the SuperStart Premium battery was chosen and installed. The old battery was taken inside and put on the pallet with the other core batteries that were sent back the same evening for recycling. ******************** visited our store again a day or two later and when speaking with our Team felt we charged him for a battery that was not installed. At this time one of our Team Members removed what was required in order to get to the battery, in order to show ******************** we indeed installed a new SuperStart battery in his vehicle. ******************** then left. ******************** had multiple opportunities to reject the battery purchase during the removal, the transaction, and the installation.  
  
  When ******************** last spoke with our Regional Manager on 02/10/23 he advised to have never stepped foot into our store, does not know where we keep the batteries, and that he never picked out a battery to be installed. The **** used at the time of purchase was present in our store and could not have proceeded with the sale without ******************** present. 
  
  We will stand with our offer that has been presented to ******************** and will consider this case closed. We are unable to provide a refund on our battery unless it is removed and bought in to our store. If our battery is brought into our store for a refund we have a good, used, group 48 battery we can provide for the replacement. 

• Initial Complaint

  Date:02/22/2023

  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.

  In August 2022 I went to O'Reilly Auto Parts in ******** AL ****** **** to get my 2016 ****** Highlander battery replaced. The Newly promoted Female Assistant Manager offered to install it and while connecting she caused a serious firework show of flames. She attempted to try again causes more fireworks. She was too scared to even unhook the battery as she was still traumatized by the sparks and flames. My husband walked up to the vehicle and advised her that she has crossed the cables. He unhooked the cables and handed the battery back to the assistant manager. The assistant manager advised that she installed the wrong battery which had the positive and negative points on the opposite ends of the original battery. Once she installed the correct battery. The car would not start, turn over, no nothing. It was completely dead. The assistant Manager called "her ****** to come to the store and see what's wrong. After she explained to him what happened, he looked at my husband as said "dude your car is FUC*** up. She probably blew every fuse in the car." The assistant manager went in and brought out some fuses to get him to replace it and he advised that the main fuse is blown. ******* called a tow company and had the car towed to dealership and they advised the dealership to replace the main fuse. I was without a car for 12 days and got a rental after 6 days as the dealership said they had to order the part and it was going to be about a week or so. ******* advised that their policy would not reimburse me for the $510.94 rental car even though it was soley their problem. Orielly offered $100.00. Since the main fuse has been replaced, I have been taking my car to get headlights and fuses replaced and still having issues. When I asked the dealership why are all of these fuses needing replaced and they advised it was 100% related to when the cables were crossed. Now I am stuck with a $464.87 bill so my lights will work properly and I already paid $147.20 for repairs.

  Business Response

  Date: 02/28/2023

  Thank you for bringing this matter up to our attention. We apologize for any inconvenience or problem that this visit may have caused, ******. Regrettably O'Reilly Auto Parts will be unable to assist with any further compensation for repairs due to having a release of liability on file that was signed by ****** on 08/25/2022. At this time O'Reilly Auto Parts provided a check in the amount of $ ****** to **************************. The reimbursement check was provided in order to cover the cost of the repair bill that was $831.83 and the remaining amount of $100 was to be provided to ****** in order to assist with the rental vehicle charges. We have attached a copy of the signed release of liability form and will consider this case closed. 

  Customer Answer

  Date: 02/28/2023

  Complaint: 19439931
  
  I am rejecting this response because:
  
  The Agreement between myself and ******* had was to have a complete diagnostics done to fix the mistake that Orielly caused. The dealership informed me that that Orielly Auto Parts sent my car as a "Tow In" and to only replace the main fuse. Yes I acknowledge this letter that I signed only with the agreement from ******* that a complete diagnostic ran on my car to fix all issues that was caused by crossing the cables.

  I am just now finding out that I was misled by ******* which should be a breach of this agreement. The dealership informed me that Orielly only directly to have the main fuse replaced and nothing else. This is not what we agreed on. I have been out of $1000.00+ all caused from Orielly. As a Auto Part Store, you should know the damage that was done to my car by your employee from crossing the cables. I am asking for ******* to make this situation right for what ******* has caused and inconvenienced my family. 

  After speaking with the technician from the dealership, he pointed out that the relay module that deals with the headlights went bad because it was overloaded from when the cables were crossed. This is also outlined in the notes of the attached invoice from the dealership. 

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

• Initial Complaint

  Date:02/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 3 year warranty car battery for $200 in July 2021 the warranty clearly states if it becomes defective they will exchange it for another. I'm not asking for a refund just another battery because I have taken this battery back 7 times in 3 weeks to resolve the issue and the young men that work their keep telling me the same thing, that their policy will only allow them to charge it and if it charges up after 1-2 hours they will contact me to pick it up and if it's charged when it leaves there then that's all their allowed to do. I did not see that anywhere on the signs that if it goes dead we'll keep charging your battery. I spoke to **** tonight on the phone I explained to him that I can not keep bringing this in to get charged it's going dead every 2-3 days after they charge it, it's defective obviously and just to make sure my vehicle isn't draining the battery I had the alternator and starter tested and they both are working perfect. So the last time they charged it 4 days ago I took the battery home instead of putting it back in the vehicle I set it in my home on the counter and to see if it's defective or not I waited until this morning to put it in and hook up the cables I went to start my truck and the battery was dead again without anything or any chance of it being interrupted or drained. I explained that to **** he said it went dead because it's been cold and that I waited to long to put it back in my vehicle I said so all your car batteries on the shelves are dead too? Silly response he gave so I just told him I'm just taking this issue over his head and am going to just call their corporate office tomorrow. So I did look at their website and it states that if the battery becomes defective and is still under warranty they will exchange or refund with receipt. No problem I havnt asked for a refund yet but I'm at the point where I will and I just need a working battery so I'm not having problems getting to work every morning. Please help me thx

  Business Response

  Date: 02/22/2023

  Thank you for bringing this matter up to our attention. We apologize for any inconvenience or problem this matter may have caused ********************. Our Store Manager at our *******, ** store located on *************************************** is out for the week and have spoken with our Assistant Store Manager, ******. We agree the battery needs to be replaced and our Team at this location will be happy to assist with a warranty replacement on the battery when ******************** can visit our ******* store again. Please understand if the same issue continues to occur once the new battery has been installed, we will need to take into consideration something may be draining the battery and could not provide another replacement unless the battery were to test bad. If we may be of any further assistance please do not hesitate to contact us. 

  Customer Answer

  Date: 02/23/2023

  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:02/12/2023

  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.

  During the month of November 2022, I made several trips to O'Reilly Auto for parts to repair my 1995 4x4 F-250 XL truck engine (with approximately 131,000 miles) coolant system. Due to the serpentine belt (purchased from O'Reilly's Auto Parts), that broke apart while my truck was idling. The failed serpentine belt disabled the water pump and fan from operating and starving the engine circulating coolant and air flow causing the truck engine to overheat and seize. Also affected were the radiator which will no longer hold water and the heater core which now leaks.
  I turned in the serpentine belt that fell to the ground, per O'Reilly Auto instructions.
  There is portion of the serpentine belt still left behind that wrapped around my fan.
  I have not had a professional shop inspect the vehicle yet which may likely find more damages.
  This damage is even more costly, since I have recently spent several hundred dollars at O'Reilly Auto on u-joints, the entire clutch system, brake parts, etc for my F-250.
  O'Reilly has been my 'GO-TO' store for parts for all my other vehicles.

  Business Response

  Date: 02/16/2023

  We have submitted a claim on behalf of our customer to the manufacture of the serpentine belt. We are still expecting a reply back from the manufacturer on their findings and whether or not the manufacturer is going to issue our customer any credit regarding the damages. As for O'Reilly Auto Parts, we sold our customer the serpentine belt based off the measurements our customer provided us. Our customer was also informed that the serpentine belt that he is wanting to purchase is not listed for his truck, but our customer still proceeded to purchase and install the serpentine belt. O'Reilly Auto Parts will not be assisting our customer with their desired settlement. O'Reilly Auto Parts deals with the warranty on the products. We will replace or refund a product that fails due to defects in materials and workmanship. Our warranty does not cover any labor, towing, rental car charges and does not cover incidental, consequential, indirect, or special damages. We will be waiting on a reply from the manufacturer and whether or not they will be authorizing any credit for damages and repairs. 

  Customer Answer

  Date: 02/16/2023

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

  O'Reilly's claim that the serpentine was not listed is a FLAT OUT LIE !!! When any sales clerk enters the make/model/VIN of a vehicle. a large variety of parts appear on their screen that will work, which included the part number of the serpentine belt O'Reilly's sold me. In this case, there were several manufacturers and sizes that were listed. As a matter of fact, I made at least 5 trips to the Fayette, MO O'Reilly's for a serpentine belt that would fit. This can be proved by a sales list that O'Reilly's Auto Parts maintains in their computer system based on my cell phone number and **** credit card number, (which has recently been changed).

  In addition to the serpentine belt needed, was a pully/tensioner that had a worn bearing. O'Reilly's sold me a different size pully/tensioner, other than the OEM, causing a different size serpentine belt needed.

  Many different size tires will work on a car. I will vigorously fight this with an Attorney.

  O'Reilly's profited off me to the sum on hundreds of dollars for many other parts to keep my truck road reliable, which will go to waste if I don't pursue this claim. Since they, as well as the manufacturer profited from my purchases, I feel the two companies need to share responsibility for the loss and damages I have incurred.

  Thank you,
  
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:02/07/2023

  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 transmission from the business, I paid a garage called ******* to install the transmission. The transmission never shifted easy, between 45 mph and 65 mph I called ****** and they stated that I needed to give the transmission a chance. The transmission started not to shift at all. I checked the transmission fluid and it showed the that there wasn't nay transmission on the stick. I put transmission fluid into the transmission. I drove and it started acting up again, and I check again and it had more than enough fluid. I think what happens is that the transmission sucks the transmission fluid up and holds it and it. I when I went down the mountain the transmission was shifting okay as long as I kept at a certain mileage. I have contacted ******* and the business. I would like a replacement Transmission, Fluid and labor cost.

  Business Response

  Date: 02/17/2023

  We spoke with our customer on 2/17/23 and have opened up a claim with the manufacturer on behalf of our customer. At this time, our customer will have to move forward with the claim. Once the claim has been complete, the manufacturer would be the one who would determine whether they will be crediting our customer for the labor. 

• Initial Complaint

  Date:01/31/2023

  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.

  On December 24, 2022 I purchased a battery for my Jeep Grand Cherokee that cost $220.14 from O'Reilly's. The battery was installed in my car, but it would not start the vehicle. A phone call was placed to O'Reilly's about the issue. The representative said that it shouldn't be anything wrong with the battery. I tried to start the car several times and it didn't work. So, the next time that I was able to get off of work the battery was taken back to O'Reilly's to be tested. It was tested and the O'Reilly's representative realized that the battery was a bad battery. Since there was warranty on the battery, O'Reilly's replaced it. After the battery was installed I was able to drive the car 2 times. On the 3rd time I went in to the ******* on *** ******* **** **** and when I came back out to the car and it would not start. The car was towed to ******* ********* and I was told that the starter would have to be replaced. Since there hadn't been any previous issue with car I asked the mechanic what caused the starter to go out. I was advised that trying to starting vehicle all those times is what caused the issue with the starter. The cost to get the vehicle towed was $80.00 and the cost for the new starter was $360.00. I think that O'Reilly's should provide a reimbursement for these issues that took place with my vehicle because I was sold a bad battery from there facility.

  Business Response

  Date: 02/07/2023

  Thank you for contacting us regarding your concerns. We apologize for any inconvenience or problem that this may have caused, ********. O’Reilly Auto Parts offers a limited warranty on defects in materials and workmanship for any product purchased from O’Reilly Auto Parts. The limited warranty does not cover labor, towing, or rental car charges, which are the sole responsibility of the purchaser. The limited warranty does not cover incidental, consequential, indirect, or special damages. We have a process available to our customers that requests reimbursement from the manufacturer for expenses incurred because of an alleged defective or incorrect product. However, given we provided a refund on the battery on 01/02/23, and was sent out as a warranty return at that time, we do not have a part in order to get this process started. Regrettably O'Reilly Auto Parts will be unable to provide compensation as requested and will consider this case closed.    

  Customer Answer

  Date: 02/07/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  O’Reilly’s sold me a bad battery that resulted in the stater going out on my vehicle.
  
  
  
  
  
  Sincerely,
  
  
  
  ******** ** *****
  
  *************

• Initial Complaint

  Date:01/30/2023

  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 to O'Riley's in ***** ****** ******** to get some spark plugs for my 2006 Chevrolet Impala 3.5 Engine. It had standard copper plugs in it so asked for same kind since it ran great before. They recommended the AC Delco 41-601 plugs exact fit for a 2006 Chevy Impala 3.5 in their computers and as O'Riley's website says they are. Install them they fit fine they were already pre gapped checked in store by their employee. Crank engine and sounds like crap. Take out plugs check gap re check the website make sure they are the right plugs re install them sounds a little better but not like before. Take it for a test drive to see if it clears up but it gets worse. Ac Delco is the recommend OEM for GM so I'm confused at this point. Go to **** **** and the AC Delco 41-601 does not fit the 2006 Impala 3.5 and double checked with ******* **** they say the same thing. Every other auto parts store website also says they do not fit. O'Riley's lied they have the wrong plugs in their computer for a 2006 Chevy Impala 3.5 and now to make matters worse installed correct plugs but engine know has knock to it with engine light on. The AC Delco spark plugs they sold me the 41-601 were so fouled so black after pulling them out the second time after 1 test drive not even a half of a mile it is unreal. Do not trust them they will hand you anything and their website also lies. Don't believe me look up a 2006 Chevy Impala 3.5 on O'Riley's website and look up part number 41-601 says exact fit. So does thier computers in store and their employees. Now go to any other auto website ******** or ******* look up same thing and it will say does not fit. Friend pulled codes for engine light and it's going to cost over $2,300 to repair my engine because of the mistake they made and I have proof and documentation backed up. They are a joke.

  Business Response

  Date: 02/13/2023

  We attempted to contact our customer on 2/9/23 at 12:36 PM CT to no avail. We left a call back number and have not received a call back. 

  Customer Answer

  Date: 02/13/2023

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

  I tried calling back the number with the extension they have left. It seems the person who has that extension is not the person who left me a voicemail but someone else and they never answer the phone. I also talked to the store and **** was really rude saying that he sold the plugs to me a year ago and even that I was the one who requested those plugs. He also said wrong plugs wouldn't cause my car engine to do that and that he wasn't warranty out the plugs like ***** told me to come up there and do. I got all the voice calls on recording and video of **** lying blaming me for the store selling wrong plugs for a 2006 Impala and proof. I wouldn't of even went to the store if ***** didn't tell me too and my name is in the system not a year ago for these plugs but not that long ago only a few months. The employees don't care and trying to call corporate back with the extension they leave of ***** nobody answers. Got proof I tried calling it several times during the business hours no later that 3pm Monday through Friday. I do not accept the response. I would like to receive a phone call or them to try more than once in a week to call me. Thank you if I can't get a hold of you and you only try my phone once don't really happen us talking now does it. They can also email me as well 

   

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

  Business Response

  Date: 02/16/2023

  We spoke with our customer on 2/14/23 at 10:55 AM CT. We informed our customer of our claim process and of all the documentation's our customer is needing to provide to our Store Manager along with the spark plugs. We are just waiting on our customer to provide documentation's we requested. 

• Initial Complaint

  Date:01/23/2023

  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.

  Transaction date November 13, 2022.
  My 1997 ****** **** was due for an oil chg; went to O’Reillys and requested the appropriate filter from counter associate. (who was the mgr, ******)
  Book available for customers was year 2000 and newer, so I had to ask store employee.
  Ran errand after doing the oil change and noticed the engine knocking. Came straight home. Driveway covered in oil.
  Called O’Reillys; they said they would “take care of me”. They told me to take the truck to a mechanic/garage for diagnosis. Took to ******** **********. Replacement engine/labor $8k
  O’Reillys requested taking to their recommended garage/mechanic and another $8k estimate. plus 2 towing fees (2x $128) & 2 fees for estimates, total just under $400.
  Called their corporate office and spoke to **, who admitted they had sold us the wrong part, and they had this all on file.
  O’Reillys told us they needed to ask their regional manager, *****, said they would only pay for the diagnostic report. Then we were told to call a regional manager, ****, who wouldn’t return our call.
  This all happened around Thanksgiving and believing they would follow through and resolve, we were patient. Then nothing…
  So now I have no functional vehicle and am unable to pay 8k for repairs which should never have happened.
  I have been on *** from a car accident, which has expired; have pending ****, on appeal.

  Business Response

  Date: 01/26/2023

  We sincerely apologize any inconvenience or problem this may have caused, Mr. ********. We do understand the incorrect oil filter was sold, in which looks to be compatible for the vehicle brake pads were purchased for on the same transaction made on 11/10/22. When looking into the correct oil filter and the oil filter received the size difference is significant and was confirmed to be the incorrect oil filter by Mr. ******** at the time of installation but was still installed. When this matter was brought to our ***** *******, ******, attention he asked Mr. ******** to please take the vehicle to the shop of his choice for a diagnostic and we would assist with the diagnostic fee. To our understanding the first diagnostic performed has been explained to have found the incorrect oil filter was installed in which the diagnostic fee was under $150. At this time, we have yet to receive the paid invoice for the first diagnostic performed in order to assist with the compensation we explained we would assist with and will be the only compensation O'Reilly Auto Parts will be able to provide in regard to this matter. This has been discussed with Mr. ******** and our ******** *******, *****, on several occasions. It has also been explained to Mr. ******** that since he decided to drive the vehicle knowing the oil filter was incorrect, which damaged the engine according to Mr. ********, O'Reilly Auto Parts is not liable for any damages incurred due to the incorrect oil filter being installed. 

  Business Response

  Date: 02/08/2023

  We sincerely apologize any inconvenience or problem this may have caused, Mr. ********. We understand the incorrect oil filter was sold in which looks to be compatible for the vehicle brake pads were purchased for on the same transaction made on 11/10/22, which were for his son's ******. When looking at the correct oil filter and the incorrect oil filter received the size difference is significant in which we have attached two images of the filters side by side along with a top view. The correct oil filter will be part number ***** and incorrect will be the *****.
  
  Our ******** *******, *****, has spoken with Mr. ******** on several occasions, lastly on 01/17/23, and at the time we agreed to only pay for the diagnosis where we appointed Mr. ******** to take the vehicle to which again was under $150 to our understanding. It was also explained since Mr. ******** decided to drive the vehicle knowing that the oil filter was incorrect, which in turn damaged the engine according to him, that we were not liable for the damages. At this time Mr. ******** explained that when he and his neighbor heard the knocking from the engine, they drove it to the auto parts store to buy an additive to see if that would stop the noise. 
  
  The only documentation provided with the last response from Mr. ******** is the tow bill from *** **** dated 12/06/22 in the amount of $128.75. O’Reilly Auto Parts offers a limited warranty on defects in materials and workmanship for any product purchased from O’Reilly Auto Parts. This limited warranty does not cover labor, towing, or rental car charges, which are the sole responsibility of the purchaser. This limited warranty does not cover incidental, consequential, indirect, or special damages. If Mr. ******** can please provide us with the first diagnostic bill from ******** ********** we can provide compensation for the amount paid. The diagnostic paperwork may be brought into our *** ******** ** store located on **** ****** ******* or sent to us directly through this complaint. We will not be offering any further assistance with this matter and will consider this case closed once the requested document is received. 

  Customer Answer

  Date: 02/13/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  I am not satisfied with their answer.  The business stated first they would pay for the repairs and now they are not going to pay for the repairs. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ********