Business Profile

New Auto Parts

O'Reilly Auto Parts

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Auto Parts.

Important information

Customer Complaint:
Better Business Bureau has received complaints against O'Reilly Auto Parts. Complainants allege they were sold incorrect parts that subsequently damage a vehicle and the company failed to pay for consequential expenses such as hotel bills, difficulty obtaining a refund, and poor customer service.

Complaints

This profile includes complaints for O'Reilly Auto Parts's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

263 total complaints in the last 3 years.
71 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/02/2025
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 was sold defective parts by OReilly. I have made multiple attempts to return the product, or at the very least, file a warranty claim. My order contained 2 parts for my car. One was installed, and had to be removed because it was defective, and the second one was not installed due to the result of installing the first part. I had to order those parts elsewhere, and needed to return the defective parts purchased from OReilly. I first attempted to take the parts in store, and they instructed me to go online. After reaching out to their online service, they sent me back to the store. I went into the store a second time, and again, they sent me back to the online service. At this point I was frustrated, so I emailed OReilly, asking them to refund me for selling me a defective product, and if they wanted the product back, they could send me a label and I would happily send the product back. It has been nearly 48 hours, with no response. I have already disputed the charge with my credit card, and am awaiting a result. If they dismiss the dispute, I would like the support of the BBB. If the dispute results in my favor, this will simply be for the BBBs information.
Business Response
Date: 04/03/2025
Please provide the address of the store you went to for the return, so that we can address this issue with them. Since a dispute has been filed with your bank for the purchase, we are not able to issue a refund or do anything further pending your bank's decision on that dispute.
Customer Answer
Date: 04/03/2025
Hello,
The first store that I went to was in *****, ** (****************************************), and the second time I tried going to a store was done in *********, ** (*********************************). I was traveling the first time I made the attempt which was why I was at a different store, so I had to explain the entire story/situation to the second store.
Business Response
Date: 04/04/2025
I will get this to our field management for both stores to address. Since a dispute has been filed with your bank for the purchase, we are not able to issue a refund or do anything further pending your bank's decision on that dispute.
Initial Complaint
Date:03/31/2025
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.
transaction date 03/27/2025 transaction amount ****** purchased rotors and brake pads rotors came rusted refused return for 3 days until I refused to leave and threatened to report their business I had proof of purchase proof they were the the ones I bought and the receipt and they still tried to deny without a reason why
Business Response
Date: 04/03/2025
I will get this to our District Manager for the store and have them call and follow up with the customer.
Customer Answer
Date: 04/03/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

****** ******
Initial Complaint
Date:03/27/2025
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.
Hello,I visit OReilly shop at ************************* and question ask them about help,because my ACC system stop working at my **** A8L,and i need know a reason.Few days ago I driving Highway 15 and plastic barrels rolling at ****** near 16 exit,and my cars sloozed down and go a little bi left to avoid accident.This is ACC system.However after that my ACC system stop working and I want check it at OReilly shop.The lady do not provide me cars diagnostic Scanner tools,but come with me to my cars,it is okay,I help the lady connect Scanner to my cars,the lady start checking milleage,wrote my milleage to self left hands,check my code and say,-we need go inside and I want check the code by computers.We come inside,- the start check milleage to wrote at her hand with milleage at computers,after that say- not any code at all and start looking ACC parts.I do not request her looking for parts.If this shop belong to ***************** please you can start fingerprint do at entrance, everyone will know, but now please explain me a reason the lady start check my millleage ?After that make a record at computers .If I need inform about my milleage at my cars I can do it,for example when need change my oils.I visit this shop for help,not for investigation,not for checking something,not for looking in my pocket.Please let me know if this is new services of OReilly shop?Maybe you try catch someone who steal a cars?Or this is undercover policewoman?I question ask you it because try write feedback at ****,but this shop not exist at all at ******* similar feedback at european shop at *********************** do not show at all.I do understand this person close to someone and not responsible for all what they ********** regards,
Business Response
Date: 03/28/2025
We are not a shop, nor are our employees mechanics. The VeriScan we offer for check engine lights will scan the vehicle for whatever code(s) may be causing the check engine light to be on, and provide a list of them and related parts that may be the reason for the code. We still recommend contacting a mechanic for diagnosis and repair if the customer is unsure of what is needed to fix their vehicle.
Customer Answer
Date: 03/28/2025
Complaint: 23110704

I have reviewed the business' response and am rejecting it because:

I'm ashamed of your answer, I came for help and asked to check what codes your code readers shows, since this is a very expensive repair, and before going to a mechanic who will offer to replace everything and pay $6000, I need to at least understand the level of repair.
In response to my request to check the codes, you checked my mileage, and start correspondence to what your computer shows to what you wrote on your hands and wished me good luck.
I have three questions,-
1.     What was the reason to check my car for mileage, you wrote it down on your hand and checked it with the computer.
2.     Why did you refuse to show me the codes on your code reader and start looking a part at your computer ?
3.     Why do you offer this service,- code reading?
I definitely will visit a mechanic,do not worry,for me not clear your answer to clients (me),not clear why your worker do not show me a code and start check mileage,not clear why she start looking parts for me,- I never request that.
For me not clear purposes your ************* is clear,- you sales.
Please explain purpose,target and goals.

Sincerely,

****** ********
Business Response
Date: 03/28/2025
O'Reilly Auto Parts' **************** uses vehicle mileage as part of its diagnostic process, including suggesting maintenance items based on the vehicle's mileage. It also requires the scanner to be hooked into a computer to view and print out the codes that it has read. We offer code reading as a helpful tool for our customers to have an idea of what a check engine light on their vehicle means, but we are not mechanics. It would be up to the customer to contact a mechanic if they need to for diagnosis and repair. Our employees can use the codes that have been read, and parts that the Veriscan suggests, to look up compatible parts for the customer vehicle that might repair their issue.
Customer Answer
Date: 03/31/2025
Complaint: 23110704

I have reviewed the business' response and am rejecting it because:
You need clear explain me a reason you do not provide me a code you find but you start checking my cars for mileage at front panel and on the computers.
Here can be two way,
***** disable people and do not understand what you doing.
***** working here after police and still do policemen job.
I go to different shop and they show me my code.I attached screenshots .
The problem,- when you go to shop you need know what repair need,because local mechanic like monkey with dynamite in hand.Who know what happens.
Camber you do every 2 months,but in ****** it can be done one time for two years.
last time mechanic tell me not true and I write feedback.
i not sure about price and this is a reason I visit you to be sure what need repairs.

Sincerely,

****** ********
Initial Complaint
Date:03/12/2025
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.
Did the transaction is Wednesday March 12th 2025 ************************* parts offers lifetime warranty or extended warranties on a lot of their products. This is a big selling point for me purchasing from them. They cataloged this for you through your phone number. I've been using the same phone number for over 25 years with them. I go into the ********** give him my phone number. They say they can find no record of it. I said I was just here 2 days ago and I used that phone number which I've been using for 25 years. They say there's no record of it. So essentially they have screwed me out of a lifetime warranty for 25 years worth of purchases. I call that lying, cheating and stealing.
Business Response
Date: 03/13/2025
I was not able to locate any customer purchase history under the email address and phone number provided. Searching by customer name and zip code, I did locate an account with a purchase history from 10/14/2012 through 10/15/24, however that account is under a different phone number and email address. I called my store manager ***** in ************ and he will be calling to talk to the customer.
Customer Answer
Date: 03/14/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. ***** the store manager resolved my issue with 100% satisfaction. He was easy to deal with, friendly and helpful. I appreciate you!

Sincerely,

**** ******
Initial Complaint
Date:03/06/2025
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 bought headlights on my 04 camry as they werent very bright. The person who sold them told me, whos name is Winter, told me, that xenon bulbs were way better than the **** i had asked for, and i quote if they dont fix your problem you can always bring them back and well switch them out or give you your money back. This statement was one of the sole reasons i was willing to make the purchase, howeever a week later, finding they didnt help even in the slightest as i was directly told they definitely would i tried to return or at least get store credit towards a solution that actually would help me. They refused the return or exchange, leaving me stuck with a $70 purchase. I feel scammed and strongly misled by this interaction
Business Response
Date: 03/07/2025
I spoke to our Store Manager ***** at *************************************************************************************. The customer can take the bulbs in (they will need to be out of the vehicle) any time Monday through Friday ********* and they will assist them with an exchange or refund.
Customer Answer
Date: 03/11/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. The store was extremely helpful and worked with me

Sincerely,

**** ******
Initial Complaint
Date:03/03/2025
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.
On January 19 /2025 we took our 2014 ****** Sienna LE model to have the low beam headlights replaced and ******* Auto parts offers free installation and we did purchase the low beams and the gentleman did the installation at the **************************************************************************************** location.Few weeks later the driver-side headlight low beam( the exact one that was replaced) went out when I took a look it at found it wasn't secured in the sock snd kept on moving until it melted the sock and the cables and broke off.Due to the wrong insulation it caused a damage and Now we can't replace the bulb only but the whole assembly and well as the cables.I contacted the store and spoke with the manager, and asked me to bring it over on Friday February 28, upon arrival( after I took tine off work) he refused to look at it stating he didn't have the time today.I contacted O'Reilly Auto Parts customer service line and was told that a district manager will follow up with me as soon as I supply an estimate, which I did that sane day and I haven't heard from the business nor the manager. The estimated cost is $403.85 parts plus $420.00 in labor.
Business Response
Date: 03/07/2025
Our District Manager spoke to the customer 3/6/25 and let him know we will reach out to him as soon as the assembly comes in. District Manager reached agreement with customer that we will pay for the assembly and bulb and customer will pay for the labor.
Customer Answer
Date: 03/11/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

Hatem Fazlipour
Initial Complaint
Date:03/01/2025
Type:Delivery 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.
Never received my part but sure got the finger!Im extremely frustrated, angry and just past freaking out at this point since no one will take the time to rectify the situation. My order was not cheap almost $300 acre definitely on a clock with having a mechanic put in my new alternator and of the battery that never came. I have contacted ****** OReilly, my apartment complex, my bank to try and dispute the charge, literally almost every neighbor in my large complex, no one has tried to fix the fact that my part was never delivered to me or was possibly stolen off my porch. I had to go and buy another battery, a lower quality battery on top of this one to replace the item that I didnt receive, so now Im $500 in on this bs situation. I dont know what to do at his point so Im just going to submit a rating and complaint here, another at **** BBB, & on ****** hopefully someone will decide to make this right. ****** sent me to ****** FedEx sent me on a city wide package **** then back to oreily since they just say it was delivered and oreily literally did nothing just decided to ignore me after that. Went to the bank and filed a dispute or charge back which after waiting an entire month they denied because the tracking says delivered. So I guess make the guy thats disabled living on $900 a month in social security eat it instead of someone admitting theyre mistake or maybe look out for your customer and at least try and find my Battery. Anyway I guess Ill shut up and shove off now. Guess from now on wont be getting my parts from here anymore.
Business Response
Date: 03/01/2025
The customer emailed us 12/7/24 stating the battery was delivered by *** Ex to his porch and the delivery driver took a photo, but by the time the customer arrived home at 1700 the package was not there. *** Ex investigated and denied the claim for the missing package because it was properly delivered. Since it appears the package was stolen, the customer would need to file a police report to have that investigated. We, and Fed Ex, do not provide refund or replacement for a stolen package.
Initial Complaint
Date:02/27/2025
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.
Phone complaint taken by BBB Staff CM.
Consumer states on Feb 9th, she purchased a light bulb for her tail light. The assistant Manager installed the bulb. 1 week later on the 17th the tail light was hanging/dangling off of her car. On the 18th consumer took her car to the dealership for them to look at. They told her there was a plastic piece of the tail light casing broken off. So it will not stay in place. She duck taped it in place.
On Wed the 19th, consumer emailed ********** General Manager explaining the situation in an email. When she didn't receive a response, she texted the number he provided to her previously. He asked for pictures and she sent them via email. She has not received any correspondence since.
Business Response
Date: 03/07/2025
We will need the invoice for the bulb purchase and a copy of the estimate so that we can look into this and get in contact with the customer to work toward a resolution.
Customer Answer
Date: 03/10/2025
Hello
I am currently awaiting a resolution on the outstanding repair of my taillight with ********. The general manager indicated that the necessary part was expected on March 10th, and I am awaiting an update on its arrival and the next steps

Business Response
Date: 03/13/2025
I will have our District Manager call and follow up with the customer.
Customer Answer
Date: 03/18/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

******* ******
Initial Complaint
Date:02/24/2025
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.
DATES:2-18-25 & 2-21-25 ISSUE: REPLACE CAR BATTERY DETAIL: I have a warranty I purchased for coverage for 3 years which was confirmed by the ********** auto parts below, they stated they are unable to change my battery due to policy. I purchased the warranty for the issue I am having and if I purchased a new battery, they informed me they would replace the battery which against what they stated to me about the warranty. I am injured and cannot currently or I would have for this ongoing issue. I just would like either location to replace my battery. That is all.
Business Response
Date: 02/26/2025
Can you please clarify if the issue is that the store would not provide a warranty replacement battery, or if the issue is that the store would not install the battery in your vehicle after doing warranty replacement? I have made our District Manager aware and he is looking into this.
Initial Complaint
Date:02/17/2025
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.
For about a week now my battery has been giving me the blues, Sunday is my only day off. So I appreciate how convenient the store is in location to my house. I had to get a jump to get to the store. I parked and was when entering the store two ladies sat casually behind the counter. I waited for them to conclude their discussion and told them I needed a battery they joked that everybody need a battery. I then asked if they had someone who knew how to check the alternator. I was told they don't have to check when it's cold outside. I then asked do you know how to. The girl argued that management told her she has the right to refuse to. I said thank you and walked out. I then attempted to start my car and of course the battery was dead. Walked back in waiting for them to acknowledge me and purchased the battery. Hopefully in the future customer service and professionalism will be taught to the employees. I still have to go somewhere and get the alternator checked, it annoys me that I could have gotten all I needed done at that time on my only off day.
Business Response
Date: 02/19/2025
Please let us know the address of the store this occurred at so that we can get this to our District Manager to look into, address and contact you about. Thank you.
Customer Answer
Date: 02/20/2025
***************. *********** *****
Business Response
Date: 02/20/2025
Thank you for the store location. I have sent this to our District Manager and requested they call and follow up with you about the issues with our store.
Customer Answer
Date: 02/21/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

O'Reilly Auto Parts is NOT a BBB Accredited Business.