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Business Profile

New Auto Parts

O'Reilly Auto Parts

This business is NOT BBB Accredited.

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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

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O'Reilly Auto Parts has 4377 locations, listed below.

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    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

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/16/2022

      Type:Product Issues
      Status:
      Answered
      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 305 joint for a **** ***** ******. I went to press it in and it not being the right part cracked the retainer lip for the c ring. It’s an aluminum drive shaft and relatively expensive. If the part would’ve been a 295a like it was supposed to be. It would’ve pressed in right and the retainer would’ve went in no problem. The improper part is going to cost me a new driveshaft. I would like a replacement aluminum driveshaft for a **** ***** ****** ext cab short bed.

      Business Response

      Date: 09/23/2022

      ***** contacted us on 9/17/22. We requested that our District Manager contact ***** for review on this matter as our system is showing that the u-joint that was sold to ***** is compatible. Our District Manager contacted ***** on 9/19/22 to no avail. Our District Manager will continue to contact *****.

    • Initial Complaint

      Date:09/14/2022

      Type:Product Issues
      Status:
      Answered
      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 transmission filter and 7 quarts of transmission fluid I told him my year 2001 ford f150 and gave me the wrong fluid. i drove it and transmission started slipping bad. my friend came over and he looked what transmission fluid that was put in. he told me it's the wrong stuff. I got it from Oshkosh Wisconsin. but I was so mad i went to Waupaca store and they tried to help me. told be to change out the fluid and flush it then put in the right stuff. I did and still slipping. it was working great up till I put that fluid that the store went and got for me that he said it was for my truck.

      Business Response

      Date: 09/27/2022

      We reached out to our customer **** on 9/27/22 at 9:16 AM CT and states that number cannot be completed as dialed and to check the number and dial again. Do we know the reason why our customer decided to replace the transmission fluid? Did our customer do a transmission fluid change or a fluid flush? Does our customer still have our product? Please have our customer contact us at ###-###-#### and speak with our Customer Satisfaction Department with replies to the following questions.

    • Initial Complaint

      Date:08/30/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Jan 13 2022 brought my *** ****** in to the dealership due to a low oil pressure lite found out it was due to a oil filter failure Feb 8 2022 went to O Rielly where the oil filter was bought and started a labor claim Called a few times told still waiting for it July 7 2022 called and talked to stare manager who said they were missing information I provided to them in Feb Aug 12 2022 called and was told again norhing has been sent after talking to store manager and district manager was told it will be started Aug 19 2022 called found out they had sent the filter to vendor to test isssues and talked to regional manager to get this moved more quickly with time spent already Aug 30 talked to regional manager oil filter is still with vendor no information and seemed like not real want to get the claim moved along

      Business Response

      Date: 09/14/2022

      We are waiting on a reply from the manufacturer which could take 6-8 weeks for us to get a reply from the manufacturer on their findings and whether or not the manufacturer is gong to issue our customer ***** any credit for the repairs.

    • Initial Complaint

      Date:08/27/2022

      Type:Product Issues
      Status:
      Answered
      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 headlight for my vehicle from one of your locations in *********** **. I was then told by the employee ***** that he couldn’t put my light in because he would have to remove my tire. I left went down the street to ********* where a women had me turn my wheel to the right she stuck her hand under the front hood attached the light and sent me on my way in less than 2 minutes. If the employee at O‘Reilly just didn’t want to install or was just too lazy that compromises everything this company stands for. I thought that was poor ethics and poor integrity shown from this team member. As a veteran I live by those standards on a daily basis. I had to send this report out because its people like that that would make me never want to go to another O’Reilly’s again. I was told that you O’Reilly team members are supposed to change the lights out and especially for a job that simple and quick. That encounter I had was bad for business. I wouldn’t of went this far with it but when he said he had to remove my tire and tried to make the job appear to be more difficult than it was, fabricating everything that’s what prompted me to reach out. To think I’m not smart enough to know these things really insults my character and who I am and what I fought for with this country. I feel like because I’m a women he felt he could take complete advantage of my knowledge. That’s why I didn’t argue I went back to ********* and let a female install the light for me with no problem no charge no lies. I was actually recommended to come to O’Reillys because they said they install as well. But this experience has let me down.

      Business Response

      Date: 09/07/2022

      We contacted our customer ****** on 9/7/22 at 8:37 AM CT. We apologized for her experience and we will get this matter addressed with our team.

    • Initial Complaint

      Date:08/24/2022

      Type:Product Issues
      Status:
      Answered
      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 08/11/2022 I had a mechanic come to where I was stranded. In diagnosing my vehicle it was discovered that the bolts holding the starter together had come out. The mechanic took it and exchanged it (I bought it on 08/10/2022). I had him pick up a distributor cap and rotor. This cost me $150. The next day driving on the freeway my vehicle stalled. I knew this had to be electrical because no spark to my plugs. I bought a new coil, still no spark from plugs. I took the distributor cap off and discovered the rotor contact point had come off. This caused damage to the cap. Now the vehicle will not start and a mechanic I spoke to believes that damage has occurred to the distributor itself or caused my engine to jump time. The cost will be several hundred in parts and with labor up to$1,000. To diagnose alone is $80 and a tow is over $250. I have contacted O'Riley's and they are of the position that their defective parts will be replaced but any damages to my engine are not their responsibility. The part was ********* which is distributed by ***** ********** which is a O'Riley's company. I have filed a complaint with the ***** because when the part broke I was on the freeway and lost power steering, brakes and the passlock security system engaged. Had I had to stop fast or swerve to avoid anything this vehicle, a **** ***** ******** weighing over 4,000 pounds became an uncontrolled death machine. My steering, brakes, abs all were useless I want reimbursed for my started to be fixed which was $150, my vehicle repaired as well as any other costs I'm going to have.

      Business Response

      Date: 09/01/2022

      O'Reilly Auto Parts warranty covers the product if it is defective. At our option, we will either replace the product or refund the product. The warranty does not cover labor, towing, incidental, consequential, indirect, or special damages a product may cause. We have spoken with our customer on 8/23/22 regarding O'Reilly Auto Parts submitting a claim on our customers behalf to take up with the manufacturer. We will need the product at question, first receipt from shop or mechanic for the install of the product, pictures of the damages and an estimated repair or a repair bill on the damages the product caused. These documentation's would need to be presented to our Store Manager at the store our customer purchased the products from so that our Store Manager can submit a claim on behalf of our customer.

    • Initial Complaint

      Date:08/17/2022

      Type:Product Issues
      Status:
      Unresolved
      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 two items from this Orileys location because of a rebate offer that was advertised. The two items were marked up significantly in cost and the rebate would make the cost for these items slightly lower than the normal price. I ensured both the products (5qt container of oil and large AC pro recharge) were the correct items matching the exact name and description of the rebate advertisement. Despite this, I received letters in the mail informing me that my purchases were not eligible for the offer. I can provide proof of purchase as well as the rebate offers showing photos and description matching my receipt and items.

      Business Response

      Date: 08/25/2022

      We got in touch with our Rebate center and the issue with the rebate was that our customer submitted photo copies of the receipts. The rebate states that the original sales receipt must be mailed with the rebate. Our rebate center is honoring the motor oil rebate and our customer should receive a $10 gift card for this rebate. The refrigerant rebate did not qualify for the rebate. Our customer purchased Line code; INT part number; *******. Rebate on refrigerant that was valid for the refrigerant rebate as stated on the rebate is; ******** ********* ********* ********** *** ********. We are considering this case closed.

      Customer Answer

      Date: 08/25/2022

      Complaint: ********

      I am rejecting this response because:

      I did not receive a $10 gift card. The promotion was for a $15 gift card. I included the original receipt for the oil and a copy of the receipt for the refrigerant since both items were in the same transaction. The sales person made no mention that they would need to be separate transactions.

      This is very unfair, it is false advertising and disrespectful to loyal customers. I would have returned these items if I knew I was going to be ripped off.

      Sincerely,

      **** ****

    • Initial Complaint

      Date:08/15/2022

      Type:Delivery Issues
      Status:
      Answered
      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.

      Store #**** transaction #*******/18/2022Total $255.83For 2 AC Delco 78dtg batteries First it took me several weeks and trips to the store just to place the order because they wouldn't let me order it until they verified they were available.Then a couple days after I ordered it they called and said they couldn't complete my order because they couldn't ship the batteries. Since then I found out that ac delco batteries are manufactured by the same company that makes their Sure Start batteries that they have an entire wall full of in the store so I don't see why they can't ship them. The other thing that was interesting is their website still shows it as available for my zip code however right after my order the price almost doubled. It seems more like they just don't want to honor the price they sold it to me at. I've tried contacting their main office and that doesn't go anywhere. They also haven't canceled the transaction or returned my money although I'd still rather have the batteries especially since the other source I had for them sold out in the time I was dealing with them.

       

      H31363337****36303838H Auto Parts
      ***************************************
      GroveportOH, 43125
      **********

      Business Response

      Date: 08/23/2022

      Please accept our apology for any inconvenience this may have caused you. Our store in ******, ** submitted a special order request for 2 AcDelco batteries twice in June of 2022 and both times we were unable to fulfill the order per our ************************** We are unable to ship batteries due to HAZMAT policies and regulations. We truly apologize for not being able to fulfill this order and we have refunded our customer for the order today and it is going back to our customers card that was used for the order. Refund should post within 3-5 business days. We are considering this case closed.

    • Initial Complaint

      Date:08/11/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Purchased 2 sets of inner and outer tie rod ends in 2020. Lifetime warranty parts. Last week one of the inner tie rod ends failed catastrophically, luckily when I was parking not when I was on the highway. The other inner tie rod end and both outer tie rod ends are very loose, and make clanking sounds when turning. Alignment shop said they needed to be changed. I removed both inners and both outers and proceeded to the local O’Reilly store to warranty exchange them. I was met by a manager who informed me that he would only warranty the one part that had failed catastrophically, that the other 3 would not be exchanged under warranty. He then told me I could buy the other 3 for a second time. I left the store and called another local store and spoke with a manager, who informed me of the exact same thing. Now, why would I need to purchase “lifetime warranty parts” for a second time? I proceeded to a local competitor and purchased all 4 parts, 2 sets of inners and outers from the competitor, and I still have the O’Reilly parts on hand. I want what I paid for these “lifetime warranty” parts back in my pocket. I had to take my grocery budget for the week and purchase parts that SHOULD HAVE BEEN COVERED UNDER WARRANTY.

      Business Response

      Date: 08/22/2022

      We contacted our customer on 8/19/22 at 3:01 PM CT. Our customer visited our store in ******** *******, CO this day as well and was assisted with a refund. We are considering this case closed.

    • Initial Complaint

      Date:08/11/2022

      Type:Product Issues
      Status:
      Answered
      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 had my mother buy a starter for my vehicle but thankfully I got my old one fixed for cheaper instead so I was trying to return the new starter my mom paid for over the phone at ********* location Oriellys. An employee said I was able to do some kind of cash and rest on a different card since I don't have my mom's card with me. But when I go in the manager completely denies that along with a female employee. What gives the store the right to lie to it's customers? They can label it as "misinformation" all they want but we all know it's the lie. The manager even yesterday aug 10th said they would do cash back with core charge. This is ridiculous for this. I even looked at the reviews. One customer even mentioned about a vendetta against one of his own customers. This is ridiculous. Someone needs to be fired since not the proper training is being done and or a law suit will happen. The receipt is in the stores system under the phone number *** *** **** ****.

      Business Response

      Date: 08/19/2022

      We contacted our customer on 8/19/22 at 12:38 PM CT. Our customer has received his refund on 8/11/22 and we will be getting these concerns addressed with our team at our store located in *********, MN. We are considering this case closed.

    • Initial Complaint

      Date:08/09/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 took a battery to be tested and it tested bad. I went back to get it 2 days later and it was sent to the DC. I explained that the battery was still under warranty and needed it back. I've tried for almost a month to resolve this problem. I decided to call customer service only to be told I've waited to long to call them. I have the sticker they gave me ad proof.

      Business Response

      Date: 08/16/2022

      We are forwarding this information to our District Manager ****** who oversees our ******, MS store. We will request that our District Manager follow up with our customer *** regarding this matter.

      Customer Answer

      Date: 08/18/2022

      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,

      *** Box

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

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