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:12/15/2022

  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 06/01/2021 I purchased a rebuilt engine from O'Reilly Auto Parts in Alamosa, Colorado, Invoice number *********** for $2,092.12. it went through my mechanic's account, *** ******* athough I personally paid for it with my debit card. I am the car owner and the warranty is in my name. The engine number is ******** At the time I had just under 350,000 miles on my 2003 Chevy S10 pickup. I felt most assuredly that since these engines are noteworthy for their longevity, it was worth replacing the engine to double the life of my vehicle and assure more years of dependable travel.
  
  However, just about a year later on 07/21/2022 it was necessary to replace the front engine crankshaft seal with the mileage on my truck being 363,491. This at a cost to me of over $200 while **** the company O'Reilly uses to warranty this engine only paid half. That was claim number ******** The claims adjuster at the time said that all such seals were purchased by the pallet and of low quality. The pictures that were taken during its replacement definitely showed damage that would have occurred during the engine rebuild installation. I would have been happy to pay $20 more for the engine for better grade seals since the replacement of those seals are much more expensive than doing it correctly the first time.
  
  Once again I am faced with the same emotions as in just a month later, August, after diagnosis by my mechanic it was discovered that the rear main oil seal was also leaking. I once again contacted *** and talked with a ****** **** This claim number is ********. This adjuster from the beginning began disingenuous questions and demands which were simply veiled accusations to divert attention and blame the victim as subterfuge to the culpability of O'Reilly and to distract from what more than one mechanic has said is clearly a leaking rear main oil seal. No matter what the adjuster says in an attempt to deflect O'Reilly's responsibility, there is simply no other place the oil can be leaking from at the back of the engine and splashing onto the transmission and nowhere else. After a period of time for scheduling and running the ultraviolet dye, I sent photos as he requested clearly showing the leak on 10/5/2022, and have yet to have him reply.
  
  Other than the adjuster's failure to get back to me in a timely manner, I now have had more than one mechanic diagnose that the creamy substance on my oil dip stick is most assuredly water getting into my oil from a defective head gasket. I can assure you that with a new water pump, radiator and fan belt replacement just before or during the new engine install, I have never had problems with this engine being overheated. It would seem that the engine rebuilder also used a low quality head gasket, or didn't replace it at all in the rebuilding process.
  
  My previous engine only would have lasted 350,000 miles because I am very proactive in maintenance. I have been just as vigilant with this new engine as I very much depend on this vehicle and want to it to last for years to come. I find it despicable for adjusters to insinuate that I am not doing my part, when I am the one that paid good money to get a properly rebuilt engine that should last, only to end up with a lemon and continual stress that I reasonably expected to eliminate with a new engine.
  
  At this point I can see the only acceptable solution is for O'Reilly to provide a complete new engine and have it installed so I can have what I paid for from the beginning. No fair person would think anything less than this to be sufficient to resolve the situation and ameliorate the many problems I have suffered to this point.
  
  Anything less will undoubtedly leave no other choice but to initiate legal action being taken as no court would find justice in anything less.

  Business Response

  Date: 12/22/2022

  We contacted David on 12/22/22 at 9:55 AM CT and were able to provide our customer with more information to get this engine claim moving forward. Our customer is aware that they are more than welcome to contact us if they have any further questions or need any further assistance regarding this engine claim with ***. At this time we will not be able to replace the engine until the claim is complete and *** determines that the engine is defective. If *** deems the engine to be defective, then *** will authorize for O'Reilly Auto Parts to order a replacement engine.

• Initial Complaint

  Date:12/07/2022

  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 October 7, 2022, we went to O'Reilly Auto Parts in Coventry, Rhode Island in order to purchase a car battery for our Honda Insight. We brought the old battery in, which a sales associate tested and recommended which ***** ***** ******* we should purchase to replace it. As we were checking out, the sales associate fetched a rebate form that matched our purchase that we could fill out, send to AZ, along with proof of purchase and we would receive a $20 rebate in the form of a gift card.
  
  Eight days later, and before we had sent in the rebate form, the battery of our Ford Taurus died. We returned to the same store, spoke with the same sales associates who again tested our old battery and recommended which Super Start Battery we should purchase. When asked if we could submit two rebates, the sales associate assured us that as we had two purchases of the batteries, we could submit for two rebates.
  
  We found the sales associates personable and helpful, and we were very pleased that they fetched the rebate forms for us. We even joked with them about needing two car batteries in eight days time.
  
  We mailed both rebate forms, along with both receipts, to the address listed on the rebate form. (see attachment) We made sure we had purchased the correct batteries, during the correct purchase time, and posted them together on October 29, 2022.
  
  Today we received a letter stating, "The product purchased is not valid for this offer." (see attachment)
  
  Our question to you, then, is: Is this a scam that is perpetuated from the top of the corporate offices to the rebate redemption office and then all the way to the individual stores? Or is the redemption office keeping all those gift cards for themselves? As for us, we know only that we followed every qualification for the rebates, but didn't receive them. So it is definitely a scam wherever it has originated.

  Business Response

  Date: 12/13/2022

  We did receive the letter from ****** * ******** ******** in which our Customer Satisfaction Supervisor, *****, reached out to them at the phone number we have on file and had to leave a voicemail. The rebate for the $20 gift card was for the SuperStart Extreme or Platinum battery, and the Premium battery purchased the second time would not qualify for the rebate. However, since our Team Member advised both batteries would qualify, we have sent a $40 O'Reilly gift card to ******** in which was sent out on 11/30 and sent to their address in **** ********** **. The $40 gift card should have been received within 1-2 weeks and if not received we can cancel the gift card sent and reissue a new gift card if need be. 

• Initial Complaint

  Date:12/04/2022

  Type:Customer Service 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.

  ********************************************* While bringing a family member to pick up parts, i was parked in the handicap spot, as i am disable and had the proper placard hanging in the rearview mirror.The manager **** was helping someone who had straddled the parking line with handicap, and i gave space.. **** motioned to me to roll down window, and told me i cant park in the handicap spot, that his disabled father was on his way to the store. I informed him that i am handicap myself and pointed to my placard. This is where **** became very rude, and used very unprofessional language. He also informed if i didnt move he would kick the family member, who is oblivious to whats going on inside, out the store. ADA ********* with disabilities. To force me to move so that his father who is on there way but not there yet is appalling **** not nowing my disability, and never seen me before forcing me to move and kicked out my family member after i informed him i was also disabled.. Life is hard enough without ignorant people determining if im less disabled then a person not there and his family member.A company this big should have trained people in management to not discriminate people with disabilities and to use language that is very unprofessional. I tried to take proper steps by calling the store to speak to the manager, to my surprise, **** the guy that discriminated and embarrassed me answers the phone. I also contact customer service and left a complaint, but had to insist to be called and give my info for follow up, which hasnt hapoened yet. I wont support a business, and discourage all others, if this is how employees treat someone with disabilities.This is unexceptable, a failure more then training, as im sure no companies will tolerate a employee cursing a patron, after challenging his disability

  Business Response

  Date: 12/13/2022

  Please accept our apology for the late reply. We have requested that our District Manager contact our customer ***** regarding his experience at our store located in ********************, **.

  Customer Answer

  Date: 12/14/2022

  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:12/01/2022

  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.

  I purchased a new tensioner pulley for my **** **** F250 Nov 2022. On Nov 18th just a few days later the top pulley sheared off and shredded my belt and left me stranded in another state in the middle of no where. I eventually found a tow truck service who went to locate a new part and belt brought to me about 4 hours later.When I got home I contacted the store that I had purchased the part from and they said oh well we can order you a new one. I do not need a new one I had to purchase a new one where it was marked up due to the situation I was in. I only asked for a refund of the part, I threw the belt away and did not even ask for a refund of that. Sad that the company who sold a defective part is not even willing to refund or admit something was wrong. The picture shows clearly a new part that had failed and the receipt for the tow compnay

  Business Response

  Date: 12/13/2022

  Please accept our sincere apologies for the length of time it has taken us to reply to this concern. Looking into this further the tensioner was purchased under ***************** and ****** back on 09/29/2021. The Gates part will carry a 1-year limited warranty and when our store in ****, ** was contacted in November the part was out of the warranty period. Due to the part being out of warranty, and our Team wanting to help the best they were able, a replacement part was offered at that time but would not be able to assist with a refund due to the part being out of warranty and purchased over a year ago. I have contacted ***** via phone (I had to leave a voicemail) and email explaining this and have apologized for any inconvenience or problem this may have caused, *****. While I understand this will not help monetarily, I have offered to send her a $65.00 ******** gift (This would cover the part cost of the $63.18 paid) if an acceptable gesture and could provide me with her mailing address. 

  Customer Answer

  Date: 12/14/2022

  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

  Yes I accept the fault was not on their end but mine as to a misunderstanding when the part was purchased then installed at a much later date. 

  They were nice enough to still offer the gift card despite me being wrong.

  Sincerely,

  
  

  ***********************