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

  5860 Stewart Parkway Douglasville, GA 30135-0000

• 

  O'Reilly Auto Parts

  1606 Wynnton Road Columbus, GA 31906-3181

• 

  O'Reilly Auto Parts

  1550 South King Street Honolulu, HI 96826-1919

• 

  O'Reilly Auto Parts

  46-047 Kamehameha Highway Kaneohe, HI 96744-3736

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:07/26/2024

  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.

  Happened to buy these axels on August 11th 2020 around 5pm which ended up being recalled or "superceded", being the way the company describes it. I was not informed after the purchase and ended up installing them months later which ended up causing the accident on or around September the very next year. I didn't end up installing until then because I was doing a project build with my son on the reconditioning of the entire getting ends of my truck. The only part that ended up being a problem was this set of axles. Couple years go by and I figured that it was something I did wrong but come to find out later it wasn't. I took the other axle from passanger side in to see about returning our what the option was at that point in time. ******** ended up looking up the part for me to see if the return was ok and found that that specific axle had been recalled and there was a new replacement axle instead. That's when it hit me, if it was a recalled part, what was it recalled for?******** kindly gave me the manufacturers phone number and I rushed home to call that very same day. After going thru all the phone prompts I ended up transfered to parts department with ****** giving me the information I was not expecting to hear. That exact part number axel and axles where all recalled do to a miss machining that was causing lock up and skid out in turns, left or right turns. Which is EXACTLY what happened in my accident. So I asked ****** what my next step was and he said go to oriely and file a labor claim form. But i said it's not just for labor is for fixing my truck and compensating me for the damages cause to my work schedule and career. He insured me that would all be covered under that claim form. So I ended up back at ****** to file this claim form. Mind you this had already costs me thousands at this point from lost income and wellbeing of life. I was instructed to get estimates of damages from orielys own collision mechanics... running out of characters to finis

  Business Response

  Date: 08/08/2024

  The customer originally contacted us 10/5/23 and spoke to one of our Labor Claims ************* *****. The customer stated they'd had an accident that caused them to collide with another vehicle, but no police report had been filed and customer stated they just paid off the other party. **** said they went to a body shop for repairs. ***** contacted the body shop who said they never did any work on the customer's vehicle and had only provided an estimate. The customer told ***** that he is driving the vehicle and had repaired it enough himself to drive on. The customer also stated he had called the manufacturer, Precision, and spoke to ****** who said the axle probably failed and to file a claim through us. ***** explained the labor claim process to the customer and that we would need the axle to file a claim. **** stated the main part of the axle shaft was destroyed in the crash and then that the shop that repaired the wheel discarded it. On 10/24/23 ***** spoke with our Precision jobber who stated customer had called them about a labor claim and they had called the manufacturer Precision who said there was no recall on the part. Our District Manager told ***** he would call and speak to the customer and ***** called Precision and spoke to ******'s supervisor ***** who said he had spoken with the customer several times and stated the part was never under recall. On 11/9/23 the customer called and spoke to one of our Labor Claims ************* *** ** spoke to the District Manager ****, who said we would not be filing a labor claim because we did not have the defective part to send the manufacturer, and because Precision stated there was never a recall on the part and they did not tell customer that. The Regional Manager was in agreement. ** called the customer back and let him know. The customer stated the part and required documentation of original install from a certified shop and repair from a certified shop had been dropped off to our store at *************************************************************************************. ** directed the customer to contact that store, and the customer said he would. He called ** back later the same day and told him he was going to pick up the parts and paperwork from the store at ************************************************************************************* and take them to our store at ******************************************************************************************* for a labor claim to be filed. We have not heard from the customer on the matter since. 

  Manufacturers have specific requirements for labor claims to be filed, including having to have a copy of the original repair invoice and payment to a certified shop, a copy of an estimate or repair invoice for the additional install and payment to a certified shop, as well as the defective part. Claims can be filed for a part that fails within twelve months of the original install. We cannot assist the customer with a labor claim at this point and there is nothing further that we can do regarding this part failure. 

  Customer Answer

  Date: 08/12/2024

  Complaint: 21945899
  
  I have reviewed the business' response and am rejecting it because: I never said i took to a shop for repairs, only estimates and that was at the advise of oriely labor claims dept.

  Furthermore, I did get repair estimate receipts and followed the guides provided by ******, while they knew i only had the hub half of the defective part left that I got back from my friends shop I took it to, off the books, to pull my frame enough to fix the rest of the truck myself on my own time and dime. 

  To conclude even in the closing statement he refers to the part as a defective part. Wouldn't you call that a fortient slip? It was a defective part and I was directed by ****** from precision to file what he called a labor claim form with oriely. That's where I leaned about the labor claim form to begin with. From ****** because he said it was a recalled or defective part. Said they had plenty of the axles be sent back. Probably have a record of such. I am not satisfied with the responseat all. They are saying things that was not said and changing whatc was said to me. I will not stop pressing to be compensated, nor walk away from this without some form of accountability on the companies part. They could have called, the paperwork provided shows the part was replaced with another. Look closely at the images, please. ******** at ************* store specifically said the part i was returning was not the same part they have on the shelf currently, same part number but the axle on the shelf at that time had a n in front of the barcode, indicating to her as an employee that it was a new part on shelf replacing the old on. So she printed me out the paperwork and thats in the file. It has to part numbers. All the same numbers but one is a new part with an n in front of it because it was recently new to the shelf. Thats how ******** explained it to me the day i got the paper work and the info about it being recalled or how they have it written "superceded" ******** said it ment to was replaced with a re-machined part. Please get to the bottom of this, please. This cost me a whole lot more then what I'm demanding in this matter. 
  
  
  Thank you for being thorough and patient 
  Sincerely,
  
  *********************

  Business Response

  Date: 08/13/2024

  Manufacturers have specific requirements for labor claims to be filed, including having to have a copy of the original repair invoice and payment to a certified shop, a copy of an estimate or repair invoice for the additional install and payment to a certified shop, as well as the defective part. Claims can be filed for a part that fails within twelve months of the original install. We cannot assist the customer with a labor claim at this point and there is nothing further that we can do regarding this part failure. 

• Initial Complaint

  Date:07/25/2024

  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.

  O'Reilly Auto Parts ordered a set of coils and spark plugs for my 2006 ****** Maxima on 7-11-24. I picked them up at the store on 7-15-24. I took my car and the plugs and coils to ******************* to install. After the coils and plugs were installed, my mechanic called me and said the car was misfiring, etc something it had never done. Check engine light came on. Something that had never happened before. After examining the problem, my mechanic found that one of the newly purchased coils was bad. He removed it, put one of the old ones back in it's place, the car was running fine. I took the bad coil back to ********** to exchange for a good coil. They told me I would Have to bring back the six pack of coils I purchased to honor my warranty. I would have to pay my mechanic again to take the other five out, wait on the exchange, then pay my mechanic again to reinstall the six coils. I simply want them to just exchange the bad coil for a good coil so my mechanic can put it in. I should not have to pay for all this taking out of coil and to reinstall them again when it's ********** fault for giving me a defected coil in the first place. Please Help. Thank you, ***************************

  Customer Answer

  Date: 07/26/2024

  Please see attachments for additional information.

  Business Response

  Date: 07/28/2024

  I called store 4593 at ******************************************************************************** spoke to Store Manager ******. Customer can bring in the defective part and store will warranty it for him. Store Manager verified part will need to be ordered and ordered it in. Part will be in 8/2, however if customer wants to see about having it sooner, he can call ***************** at ************** and she can see about ordering a single coil instead of the six pack. 

  Customer Answer

  Date: 07/29/2024

    I talked to the ****** , the manager of ******** and as you stated, she is willing to exchange the defected part I was given for a new part.

    I'll receive it on August 2. 

  I'm satisfied with her willingness to exchange the part. Thank you so much for your help.

• Initial Complaint

  Date:07/15/2024

  Type:Sales and Advertising 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.

  this business sold my phone number to scammers. they required my number because they sold me the totally wrong part! when I returned it, they demanded my number.

  Business Response

  Date: 07/16/2024

  We do not sell customer information. We request a phone number for purchases and returns in order to track warranty information for the customer. I do show several purchases under this customer phone number as well as the return mentioned. The customer can view our Privacy Policy here *********************************************************************** and submit a request to have his accounts deleted if he meets the requirements and would like. 

• Initial Complaint

  Date:07/11/2024

  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 May of 2023, my wife and I purchased a battery from ********** autoparts as a replacement the one in her vehicle. Approximately 12 months later, my wife's car began to experience electrical issues, primarily regarding hard starts, no starts, and other electrical issues. This culminated in, 3 months ago, several instances where my wife was left stranded due to not being able to start her vehicle. When we were able to get the vehicle started on the last instance, I took her car to the ********** location to determine if the battery was still good. When tested, the battery showed as "good", but the issues continued to take place. Based on this result, she and I took it to the local dealership to see if was different issue causing our hard/no starts. Upon further diagnosis from the dealership, it was determined that the battery was the issue, providing us with a report showing it as "needs attention". We purchased a new battery from the dealership, which, as part of industry standards, recycled the battery with their core recycler. The battery we purchased from ********** was 18 months old with a 36 month warranty. When I contacted the store to see about a refund, they advised me that, without a battery, they could not test it or issue any refund. Seeing as the battery was responsibly disposed of in accordance with industry standards and that, at the time of purchase, was not mentioned or shown to us that the battery must be present for a warranty refund, I am requesting that ********** issue a refund for the amount that was paid for the Super Start battery as the battery we purchased was faultly, yet still passed the ********** battery test, left my wife stranded on several occassions, and lead to us needing to purchase a new battery during the warranty period that was applied to the Super Start battery. I have included the invoice of the new battery to show proof of purchase. For the ******** battery, it is tied to the cell number provided in the contact section.

  Business Response

  Date: 07/12/2024

  In order for us to warranty return a battery, we would have to have the defective battery. We would need to be able to test the battery and return it to the manufacturer. If the customer can get the battery back from the dealership, we would be able to assist with looking into a warranty return. 

• Initial Complaint

  Date:06/25/2024

  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 bought this 26 foot cable wire Feb 13 2024. I paid ****** I called the pocatello idaho oriellys auto arts store June 24, 2024 to see about a warranty refund because the wire has lifetime warranty. The guy said I couldn't because it was bulk it was cut . I **** called customer service they called the store the manager said okay yes they could. When i get to the store two lady's one was a manager said absolutely NO REFUND I was blown away I tried to explain the conversation earlier saying it was okay. They didn't want yo hear it. I paId for this it didn't meet my expectations I want a refund I don't understand the ladies were rude and not helpful at all. ******* sick of oriellys bad attitude and not helpful at all. And yes it's cut that's the way I bought it. I'm returning it the same. Don't they know there merchandise

  Business Response

  Date: 06/26/2024

  We were contacted via chat 6/23/24 by customer's husband who was requesting we locate the invoice and assist with return of the cable. Invoice was not under the husband's account, he was directed to have his wife contact us so we could search under hers. Our team member submitted a complaint to the District Manager on behalf of the husband for the store not assisting with the return and requested the District Manager call the husband. The customer, *****, contacted us via phone 6/24/24 and was told that the store would assist with a refund as long as the item was not was not damaged and was in resellable condition. The store inspected the item in question and denied the return based on its condition. I will have our District Manager contact ***** to discuss whether we can return the cable or not. We will also need her invoice number for the purchase of the cable. 

  Customer Answer

  Date: 06/26/2024

  Complaint: 21902747
  
  I am rejecting this response because:

  When the cable was shown to the employee at oreilleys the lady said no we can't accept it because it was cut. It is cut when you buy it . Don't they know there merchandise? Also lifetime warranty? Okay what does lifetime warranty exactly mean if they employee doesn't even know. Yes my husband did call it wasn't InHis name so I called why is that even brought up I'm trying to resolve this cable issue not who called. I'm sorry to say but oriellys auto parts have employees managers that have no knowledge of there merchandise and act like they dont want to hear the explanation of the situation its a no and nothing after that. The initial question I asked was can a 2 gage work for 5 speakers and the answer from oreilleys was yes but that is a lie. ******** gave me wrong information and could of messed up my Amp and stereo.  Luckily I took it out before.  There is nothing wrong with the item it looks the same as I bought it the sides are cut, well yeah that's how you buy it. All this is telling me is oriellys I thought was a legit business that I could trust and depend on but that is all a lie too. And there is no willing help of an outcome when your response wS basically pointing fingers . And not willing to do research on the item or hear me out. I demand a refund for the amount of $154.52 my invoice 425-346561

   

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

  Business Response

  Date: 07/01/2024

  Per our District Manager ****, you can return the cable to our store at ********************************************************************************************** and they will issue you a refund. 

  Customer Answer

  Date: 07/02/2024

  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. At this time I would like to thank **** the district manager you are a good man . I would like to see all oriellys workers soo passionate about his job and duties.  Oriellys employees are very blocked always assuming and I would like to see a come around thNk you ****
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/17/2024

  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 ordered a part for my car and charge me and advance $220 They said will take a week to arrive I call back after a week and told me not arrive yet ...I went to the store and told me some one took the part already......they told me they will call me back they never did so I went again to ask for my refund....they didn't refund or never give my part....I'm asking for my refund I pay with my CC from ***** Fargo for the amount of $220

  Business Response

  Date: 06/18/2024

  In order to look into this, I will need the invoice number for the purchase of the item and I will need to know which of our stores this occurred at. 

  Customer Answer

  Date: 06/18/2024

  I order a part for my *** 06

  Transfer case motor from ********** on *******************************************

  I never got the part and never refund my money to my CC

  Business Response

  Date: 06/24/2024

  Part URO *********** was purchased 2/10/24 under a commercial account for Compas *************** I called our store at ********************************************************************************************** and spoke to our Assistant Manager Will. ASM Will is the one who sold the part to the customer, and the customer requested that the part be dropped off to the commercial account, Compas Auto Sales, when it came in. When the part arrived in store, the store called the commercial account and confirmed they were expecting delivery of the part. The part was delivered to them as requested by **********************. The store received a call from the customer some time after the part was delivered inquiring about the part and if it had arrived, the store confirmed for the customer that the part had been delivered to Compas Auto Sales per his request and that he would need to follow up with them. The store has not heard from ********************** about the part since then. The customer will need to speak to the commercial account, Compas ************** regarding his part. If the customer no longer needs the part and would like a refund, he or the commercial account can return the part to our store. 

  Customer Answer

  Date: 06/26/2024

  Complaint: 21841230
  
  I am rejecting this response because:
  They never call me I went to pick up the part and they delivered to Compas auto sales ..If they delivered to them why they charge me ???

  If they delivered to them. ******** can recover the part and refund my money or refund to my CC ...

  ********** shouldn't charge me from day one when I place the order...

  ******** is responsible to recover the part from Compas auto sales since the they delivered to them

  And refund my money 

  Why I have to pay for item that I never pick 

   

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

  Business Response

  Date: 07/01/2024

  The customer paid for the part and asked our store to deliver it to the commercial account Compas Auto. If the customer no longer needs the part and would like a refund, they will need to communicate with the shop they had us deliver the part to and get the part from them to return to us. We cannot issue the customer a refund otherwise. 

• Initial Complaint

  Date:06/13/2024

  Type:Sales and Advertising 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.

  Yes, I went online to order some brake shoes and discovered that OReilly had the cheapest brake shoes I put in the license plate in the Vin number of the car to make sure that I got the correct ones but the brake shoes were not in stock they had to have them sent over from another store so they didnt arrive till three in the afternoon. Website only showed me the brakes that I had to have sent over from another store when I arrived at the store the brake shoes did not look right. They did not even match the picture but yet the website said that they did fit a 2007 PT cruiser so I went home with my break shoes and they were not the right ones. They were way too small and they didnt have the parking brake piece that was attached to the brake shoes in the picture so I basically feel like they misled me by having a lower price than anyone else so I went there Because of the lower price but did not receive the right part for the car so I had to return to the store and I had to pay an additional $15 for the brake shoes and they actually had the shoes in the store so I had no reason to wait all day for the ones that they sent over so I have no idea what is going on in that store, but I am very disappointed in the way I was treated and the fact that I got the wrong parts for my car when I in fact Gave the license plate in the Vin number online to make sure that I got the correct parts but still got the wrong parts. They shouldve honored that price for the part. The only reason I went there was because the price was lower than everyone else but reality was it cost the exact same amount as Autozone And everybody else Ill never go to OReillys again its gotta be the worst parts store Ive ever been to in my life should be closed down and out of business for now. Ill go to ********.

  Business Response

  Date: 06/17/2024

  Based on the information the customer provided we do show that the pads he received BB 643 are compatible with the attached PT Cruiser Models. This information can also be found on our website here *************************************************************************************************************************************************************************************************

  We will need the customer's license plate and VIN to research this further. 

   

• Initial Complaint

  Date:06/10/2024

  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 or about May 21, 2024, I drove my car to the OReillys *********** located at *************** and ordered two 8D boat batteries. Because the 8D battery is large and heavy (Im 70 years old with a hernia) I asked **** if they could be delivered to the **************************. He agreed they would be delivered. The major sales point for me. He ordered the batteries to be delivered to his store.I hired a moving company who provided two men for two hours for $121.29 plus a $20 tip. Neither the movers or OReillys could guarantee a coordinated time window for delivery, so the two old batteries could be picked up and returned for a core rebate. I met the movers, had the old batteries removed from the boat and placed in my car and returned to OReillys to exchange them for the new ones. At OReillys I was directed to a back door and was met there by the stores Manager, ************************* and Assistant Manager, ******************* with a dolly and two new batteries. They took the old two from the car and replaced them with new batteries. The movers placed the batteries into the engine room and left on another assignment. I went to install the electrical connections to the batteries and I noticed they were dissimilar one was correct but one was not. I drove back to OReillys and returned the incorrect battery. They did not have the correct battery in stock. A Clearwater store had one. I drove to **********, picked up the correct battery rehired the movers. Assistant Manager, **** who was sympathetic to my plight and suggested making most of my financial losses whole. He suggested OReillys discount, credit, rebate or refund my losses to having to rehire the movers. He suggested $70. I had a $100 loss. Ms. ***** Redo, interrupted what looked like an amiable solution that had been broached by ****. Her inability to seek a solution for my $100, loss, due to her mistake, then blaming me for being given the wrong battery is the reason for my complaint.

  Business Response

  Date: 06/12/2024

  I called the District Manager ******************* and requested that he call the customer to discuss his issue and request. 

  Customer Answer

  Date: 06/13/2024

  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:06/06/2024

  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 have purchased a battery for my motorcycle from OReilly auto parts. Have had multiple issues with this super start battery. First one didnt hold a charge. Second one was a broken terminal found after first warranty. The third battery terminal has cracked off from inside the battery and needs replacement. I was told Im outside the warranty and would not be receiving a replacement. I originally requested refunds on the first return and was told I could only get a replacement. Ive spoken to the store manager , customer support and a district manager. All repeat the same answers of warranty. I should not be having this many issues with a battery.

  Business Response

  Date: 06/07/2024

  Our District Manager spoke to the customer on 6/6/24. "We went through the purchase history again and he also stated to me he had opened the battery. The customer is wanting his money back, but I told him we would not be able to refund his money as the warranty has been expired for 5 months. We discussed that we had honored the battery warranty 3 times since the original purchase." We will not be replacing or refunding the battery at this point. 

  Customer Answer

  Date: 06/14/2024

  Complaint: 21811546
  
  I am rejecting this response because:
  
  Battery is not open. Its just a cover to the terminals. Which demonstrates what a low quality product this battery is. The district manager is purposely exaggerating the open battery as I attached a picture proving it. I also invited the district manager to my house to demonstrate this and brought it into the store. I will now escalate this issue further. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/17/2024

  We have warranty replaced the battery three times since its original purchase, and the battery is now five months out of its warranty period. We will not be replacing or refunding the battery. 

   

   

• Initial Complaint

  Date:06/01/2024

  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 online 2days ago. Then picked it up from the store at *************************************. When I went to install it I noticed in was not new at all. In fact, it was 3 years old. The lady at the store would not exchange or return it, contrary to the corporate return policy.

  Business Response

  Date: 06/03/2024

  I called our store at **************************************-3849 and spoke to our *** ****. She is the one who assisted the customer when he picked up both of the batteries on his order K37081979R57141. Customer invoice *********** 5/**/** for *** CAPTAINJ and *** 24DCMJ. The battery in question is the *** CAPTAINJ. The *** verified the battery was new and had 2024 date code stickers on it for charging. The battery the customer later brought in stating it was from 2021 to our *** **** was not the same battery she had provided him when he picked up his order. The battery the customer brought back in stating he could not install it for his customer because it was three years old had a 2021 date code sticker on it, the terminals were scratched and marred and the battery was dirty and clearly used. The *** **** thought the battery the customer brought in was the core battery. ******** instead stated it was the battery she had given him at the time he picked up his order. *** **** stated it was not the same battery and declined a refund. We are not able to assist with a refund on the ************************************* We would need the new battery he picked up on 5/30/24 with the 2024 date code sticker.