Business Profile

New Auto Parts

O'Reilly Auto Parts

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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

258 total complaints in the last 3 years.
61 complaints closed in the last 12 months.

If you've experienced an issue

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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:10/21/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 10/21/2022 I purchased an "oil change special" from O'Reilly as I have on several occasions. The advertised price is $33.99, yet I get charged $41.33 with tax ($5 more) because my filter costs more than the $9.99 allotted amount for my vehicle. I have a 2009 Pontiac G-5 and uses a small standard filter. I have been repeatedly charged more for the advertised price for the same reason no matter what vehicle I buy the oil change special for. They have been practicing this deceitful practice for too long and its time for it to stop. Please contact them and have them put an end to lying about the actual price. I have been a loyal customer of O'Reilly for a long time. Thank you for your help and helping thousands of others. *** ****
Business Response
Date: 11/02/2022
The catalog states $33.99 for the oil special. Includes MicroGard Select filters up to $9.99, higher priced filters will increase the sale price. The filter our customer purchased cost $15.99 before taxes which brought the sale to the amount of $38.99 before taxes. If the store that our customer visited had a MicroGard Select oil filter for $9.99, then our customer would have received the oil special with oil filter for $33.99 before taxes. In back of our catalog towards the bottom in fine print it also states that not all products advertised are available at the store. Our customer did not pay full price for the oil nor did he pay full price for the oil filter. Our customer was still able to take advantage of our oil special and did get a discount for the oil and oil filter. We are considering this case closed.
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Initial Complaint
Date:10/19/2022
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.
October 14, 2022 I had a clerk at O'Reilly Auto Parts test my batteries in our **** 1-ton pickup. He told us that the batteries were too weak to test and we needed to replace. I purchased 2 batteries and installed them in the ******** parking lot. The two batteries were $482.27. After replacing the batteries the truck would still not start so we had the tech come back out and test. He then determined that we needed a new alternator. We purchased the alternator from ******** for $289.01. We replaced the alternator in the ******** parking lot. After it was installed we had their tech come back out to ensure we were good to go. The tech then informed us that the new alternator was not performing correctly. Not knowing what else to do I called an auto repair company - J's Auto Repair on ******** St. in ********** and asked if we could drop off the truck for alternator repair. J told us he would not be able to diagnose it until Monday, October 17. Since our pickup is our only transportation I called Enterprise Car Rental to obtain transportation for the weekend. I took a lyft over to pick up the car and met my boyfriend at the auto repair shop to drop off the truck and pick him up. On Monday, October 17 we went back to J's Auto Repair to discuss the pickup. J informed us that their was nothing wrong with the alternator and that it was performing as it should. He informed us that it was common practice for ******** to misdiagnose vehicles to cause customers additional expense at their stores. We are seeking a refund for our car rental and fee from the auto repair shop since neither were needed. J's Auto Repair - $160.00; Enterprise Car Rental - $312.15.
Business Response
Date: 10/28/2022
We contacted our customer on 10/26/22 at 1:23 PM CT to no avail to get invoice numbers off of our customers receipt. We left call back number and customer called back on 10/27/22 at 9:42 AM CT to provide the information we are needing to further review this matter with our District Manager. Our District Manager will follow up with our customer ***** as we are also needing the statement from the shop on the job the shop performed and the shops findings. This matter is still under investigation.
Initial Complaint
Date:10/13/2022
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.
I spoke to a customer service agent regarding a delay in online order. When ordered in large print it said delivery next day and then in fine print explains it may be delayed. That’s most likely legal but certainly misleading. I asked the agent about this and he started talking over me, mansplaining, and was incredibly rude and dismissive. Showed absolutely no empathy or concern for my situation as a customer service agent is meant to do. I told him to stop talking over me and he continued to do so louder. I asked if there was a complaint protocol and he did not answer. I then told him I would be writing negative review online and he encouraged me to do so before promptly getting off the call. I addressed this situation via text with oreilly customer support and they were much more amenable. Thought they could not give me the name of the e person I originally spoke to - they informed me he was a Team Member wit their Internet Customer Support.
Business Response
Date: 10/25/2022
We contacted our customer ******** on 10/25/22 at 3:11 PM and their voicemail box is full. We were able to determine who our Internet Customer Service representative was that provided this rude customer service to our customer ********. We have address this matter with that representative and have taken the proper actions to ensure that our team members are aware of the proper customer service we expect as a company. Our Chat representative who spoke with our customer ******** via text on 10/13/22 also offered our customer a $20 gift card due to the customer service they experienced and due to the delay on the order. We are considering this case closed.
Initial Complaint
Date:10/12/2022
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.
On 07/31 I took my car to OReilly auto parts to get a new battery. When paying for my battery I was told by their employee that he was going to give me a discount for being cute which made me feel uncomfortable but I was on my way to the arcade with my kids so disregarded it. Well when they switched out my battery they ended up messing up my car and had to take it the dealership to get it fixed. During this time I was told by the DM that they would be refunding me for my rental since they caused me this issue. My car was ready since 9/13 for pick up but I was waiting for OReilly to cut the check so that I could pay the dealership. I submitted my last receipt on 9/12 to the DM and shared that it was the last receipt to submit for my rental. I didnt receive my car back until 9/19. On that date I was given a check that covered a portion of my rental fees and funds to cover the costs with the dealership and was told by the store manager that the DM confirmed he received my receipt and that it was being processed and I would be called once it was ready. I was given a liability form and was told I needed to sign it saying that they were providing me the check so that I could pay the dealership. In order for me to receive the check I HAD to sign this form. Now they are saying that because I signed this form they are no longer responsible and will not be refunding me the remaining amount that I had sent the receipt for on 9/12. I have been calling weekly to the store and have called corporate 3xs to ask about the rest of my refund. When I called the store I was told that the store manager or DM would give me a call back and I have yet to hear from them. I finally got a hold of the store manager on 10/13 and told her that she mislead me by signing the form. I told her that Im now being told that because I signed it they wouldnt refund me the amount owed. She CONFIRMED that the form was only saying that I was responsible in paying *********** I have called weekly.
Business Response
Date: 10/24/2022
******* contacted us on 10/24/22 at 10:35 AM CT and we are assisting with our customers desired settlement. We are considering this case closed.
Customer Answer
Date: 10/28/2022
Complaint: 18202450

I am rejecting this response because:I have still not received the final payment or an estimated time frame as to when I will receive the check.When I spoke to **** he shared that the check should be been ready by 10/18. I have not received any communication from him since then. I called the corporate office and they shared they are working on it but still no time frame. Due to the business lack of communication and accountability I would like to keep this case open until I receive the check.

Sincerely,

*****************************
Business Response
Date: 11/09/2022
Our customer has received her check. We are considering this case closed.
Customer Answer
Date: 11/09/2022
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:10/11/2022
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.
We bought a replacement hub as my husbands boat and trailer were broke down on side of the road. This occurred on a Sunday night. He bought the hub and was able to get the hub replaced but it was missing parts!!! We had no choice but to make due to just get it home! The packaging clearly was returned in the first place as the box was beat up and taped! When my husband went to return because of the missing parts Oreillys told him it was used so they could do nothing. The issue here is yes it was used but he had NO choice that night and it was missing parts which is NOT our problem! We will NOT be visiting any Oreillys auto parts store again!
Business Response
Date: 10/20/2022
We spoke with our customer ***** on 10/20/22 at 2 PM CT and we will be assisting with a refund. We are considering this case closed.
Initial Complaint
Date:10/08/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was charged $10 for a $30 part that hardly weighs anything and still has to be picked up in the store. Within 10 min I called to cancel this order and to make sure the item was not shipped. . She said no problem that she will credit our account when we come in to pick up another filter that we bought. When I got there, another sales rep was there and told us that he cannot refund our shipping cost, even though it hadn’t been shipped. He said “we do that so we don’t get stuck with your merchandise”. Again, even though nothing was shipped, I was charged. The customer service was terrible and the fact that you charge shipping for items that are being picked up in the store, not sent to our home, is even worse. I will shop across the street at Advanced auto parts from now on that has much better customer service. I will recommend that to everyone I know if they want to pay less and be treated so much better. I thought I would give O’Reilly a chance but live and learn. I would attach my original receipt but he did not give that back to me. He only gave me the refund receipt for the part. Even though there were other items on my original receipt. The charging me for shipping is bad but the poor customer service is the bigger problem.
Business Response
Date: 10/19/2022
Please accept our sincere apology for the poor customer service you experienced. We would like to get this matter addressed. Would you please provide us with the invoice number in your receipt for the refund so that we know which store to address this with?
Initial Complaint
Date:10/05/2022
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.
On 06/01/2022 I went to o'reilly auto parts to purchase lower control arms. for my *************************** then went to ********** automotive for installation, After they installed the parts ,they did an alignment on my truck and took it for a test drive. I got a call from the shop And they told me the parts were made incorrectly and caused my truck to have failure while driving. The Control arms were made incorrectly and they needed to remove those and install different parts. I called o'reilly auto parts and let them know that the parts did not fit they check the system to make sure that I correctly purchase the right ones and determine that the parts were defective. ********** gave me a refund for the parts And now I have to pay the automotive shop again for another install. My original "for the 1st install was $1300, After the 2nd install and different parts I paid $2752.21. I then went to ********** to file a claim and let them know that the parts they have are defective,Labor claim #******* DC claim#******* I asked them to pay the difference because of the defective parts And I had to have a second install. Every week I called to speak with the store manager his name is ***************************** I called to find out about the claim they told me they're waiting for the manufacturer to make up their mind ,I did not purchase the parts from the manufacturer I purchased the parts from **********, I don't believe I should have to wait for the manufacture. I believe I'm entitled to a refund for defective parts and the install I had to pay for to find out about the defective parts
Business Response
Date: 10/21/2022
Suspension parts were installed in a modified and lifted vehicle not meant for the original equipment replacement parts that were purchased. While these parts were not under warranty due to the previously mentioned circumstances, we offered the customer partial labor reimbursement in goodwill but the offer was refused. We are considering this matter closed.
Customer Answer
Date: 10/25/2022
Complaint: 18154337

I am rejecting this response because:
They called me and someone was in the background yelling. The man was very rude and wouldn't let me speak. They told me on the phone they would refund me $800. I would rather they send a check to me. They don't have to contact me.

Sincerely,

*********************
Business Response
Date: 10/27/2022
We would be more than glad to still honor our offer of $800 for partial labor reimbursement in goodwill. We would need our customer ********************* number off of his vehicle for a release form. We would need our customer Kosta to sign a release form before he receives a check. We would send the release form to the store along with the check and once the check arrives at the store our store will contact ***** to inform him that check has arrived. Kosta then would visit our store on ************************************************************** to sign the release form and store will release the check to our customer at the store right after signing the release form.
Customer Answer
Date: 11/02/2022
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:09/27/2022
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 bought a motor from O'reilly's on june 15, 2021. The motor start leaking water around Sept. 10, 2022. I went through O'reilly since it's under 4 year warranty. They connected me to ***** ****** and I have filed a Clain********* and the customer service and I have left numerous messages with the representative and his boss and no one has reached out. I only have 1 vehicle between my wife and I and it's been a struggle. I want my car fixed at the cost of ***** ****** and my money back for all the stress they are causing. This is a contact person I have reached out to directly. *** ******** Customer Service Manager **** * ******* **** ***** ******** ** ***** ************ ****************
Business Response
Date: 10/26/2022
We contacted our customer ****** on 10/26/22 at 10:58 AM. We discussed that the manufacturer is still waiting on the water pump that failed and once the manufacturer receives the water pump, they will contact our customer ******. Our customer as for O'Reilly Auto Parts are still waiting on a reply back from the manufacturer with whether or not the manufacturer is going to issue our customer ****** credit for the water pump purchased.
Initial Complaint
Date:09/26/2022
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.
I purchased a battery on July 29th. A week later on August 5th . Came home from work park my vehicle in driveway. 10 minutes later, A neighbor knocked at our door telling us : "DUDE YOUR TRUCK IS ON FIRE" I ran and put the fire out. Other neighbors called fire department. Fire Marshal asked if any changes was done? I said the only changes was done was the battery. I called Orielys corporate office. They contacts me through text only. I told them I had purchased the remanufactured battery not the new battery. They said,ALL OUR BATTERIES ARE NEW. THEY DONT SELL USED BATTERIES! They then said, the store manager will get in touch with you. 2days went by , I called the store. The personal at store said he's on vacation. A week went by I texted ******* again. They said the regional manager **** will get in touch with you ,he asked me for fire report & mechanical expense report. I gave him fire report, then he said that the case went to another department someone will get with you soon. No one has called yet. 4 weeks has passed still no one spoke to me. ************ had went far to say that I installed the battery wrong and it gotten hot & caught on fire. I replied, come on ************, I'm 54 years old it's only one way to install a battery, And if you do it wrong, YOU'LL KNOW IMMEDIATELY. *********** agreed & said some one will be in touch: case #: 220810-000213. I spoke to ****** and ***** at the corporate office. ********** Fire report # *******, 08/05/2022 ****** TX fire department. *************************. Harris County Fire Marshals report. Has stated 40k damage done to a 2011 Ram 1500 SLT.
Orielys
*********************************************************************************
**********
Business Response
Date: 10/03/2022
This is an insurance claim that has been submitted on behalf of our customer to ********* ******* on 8/22/22 and is handled by a licensed adjuster. This has been tendered to the manufacturer as well who manufacturers the battery as our customer is stating that the battery was the cause of this incident. ********* ******* will be the ones who would contact our customer ****** with conclusion or ****** is always welcome to contact ********* ******* for any updates regarding this claim.
Customer Answer
Date: 10/04/2022
Complaint: 18127280

I am rejecting this response because:

A adjuster has never came to adjust any damage nor email or called. The vehicle has to be removed from property soon. HOA is allowing it for now. Simply they don't care.
Since August?
Sincerely,

Minister ***********************
Business Response
Date: 10/11/2022
We have forwarded this information to our ************************** and they have emailed ********* ******* to inform them of our customers statement. ****** is also welcome to contact ********* at ************ who works for ********* ******* if ****** does not receive a call from ********* ******* soon.
Initial Complaint
Date:09/19/2022
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 9/17/2022 I returned a defective part with a receipt under lifetime warranty for replacement. The part was #**-0301, list price of $67.99 +tax, a blower motor relay for a 1997 ***** Accord. A clerk named *** said that the warranty would not be honored again, kept the part, and threw away my receipt. He then printed an exchange slip, and said I could pick up the replacement part tomorrow. But that I would not be allowed to exchange it again if it didn't work. He threw away my receipt so I couldn't exchange it again or get a refund. I have not yet received the replacement part.
Business Response
Date: 09/27/2022
Our customer purchased part IDI ******* on 8/**/22 for the amount of $35.55 with tax and all invoice ***********. Our customer was able to utilize the limited lifetime warranty on 9/6/22 invoice *********** and 9/17/22 invoice ***********. On 9/18/22 our customer returned the product and we refunded him $35.55 back to his MC ending in 0740 invoice ***********. Our customer no longer has the product and we will not be replacing this product since we have assisted with a refund. We are considering this case closed.

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