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

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.

Initial Complaint
Date:01/06/2025
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.
Today 1-5-2025 my girlfriend went to this store and showed Assistant Manager ***** a picture of an emission cleaner for her car and ***** sold her one for diesel car and she used it on her car and damaged her car greatly. Can no longer runs and damaged the engine which would cost well over $1000. Repairs will be very costly and we dont have the money to repair it especially since it was not our fault. My girlfriend ******** went back to confront the assistant manager and he agreed that he made a mistake but told us that we have to pay out of pocket and sent them the bill and it would take 3 months for a refund. It is ridiculous to pay for their mistake. I personally went back to confront ***** but he was not there. The employees there agreed that ***** made a mistake and asks us to come back and talk to store manager ********** We want them to be liable for their mistake and find a proper solution to our problem but not going to wait 3 months
Business Response
Date: 01/06/2025
I will get this to our District Manager **** ******* and have him call the customer to discuss what next steps will be.
Customer Answer
Date: 01/11/2025
******** has repaired my car. I am very satisfied with result. Please close case. Thank you so much for helping me out.
Initial Complaint
Date:01/02/2025
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 purchased a golf cart battery back in June 2024 that was suppose to be a 12 month battery. Two month later I had to replace the battery because it was no good. They issue me a replacement battery and I find out that they gave me a receipt in the wrong name. I ask the rep. ** please make sure and put in correct name. He assured me that he did. In December I had to take the battery back again because it was no good. At first I was told that I would be able to get a new battery once approve by manger. I called back and they refused to give me a new battery or a refund. They still had my battery under someone else name. All I want is a refund for my battery. I would appreciate your help on this matter.
Customer Answer
Date: 01/02/2025
This is the image
Customer Answer
Date: 01/03/2025
Attached is the receipt from *******
Business Response
Date: 01/05/2025
The customer purchased a SSB ***** battery from us 6/29/24 on invoice 4715-212194 under a commercial account. The battery the customer purchased only has a three month warranty, which expired 9/29/24. The battery was warranty exchanged 8/5/24 on invoice 4715-218384 under the same account. The battery cannot be warranty exchanged or refunded as its warranty expired 9/29/24.
Customer Answer
Date: 01/06/2025
Complaint: 22754184

I have reviewed the business' response and am rejecting it because:when I purchased the battery they made a mistake and put it under a commercial account. That just shows how they are lying about everything else. I call their attention to the wrong name on receipt when I got a replacement battery in August and I was told their will put it under the correct name and that I had a one warranty on my battery. Ma or *** I want justice for my battery. Who would purchase a three month battery. I know I would not if I was told that. I would like a credit back on my credit card so I dont have to deal with this company anymore in the future. All theyre doing is lying.

Respectfully

Sincerely,

******** ******
Business Response
Date: 01/06/2025
The battery, regardless of being under a commercial account or retail profile carries the same three month warranty. We are not able to warranty the battery any further as it is outside of its warranty period.
Customer Answer
Date: 01/06/2025
Complaint: 22754184

I have reviewed the business' response and am rejecting it because:There must be something the Better Business Bureau can do to make this business refund my money. All they are doing is lying all the way around about what I was told about the one year warranty. Your assistance in this matter would be greatly appreciate.

Sincerely,

******** ******
Customer Answer
Date: 01/06/2025
I dont want this case close. Please send to upper management. This company *** me a refund due to the fact that i purchased a one year battery. You all should not take up for this company. I wouldnt every purchase a three month battery by know mean. Please consider my concern. No resolution have been made.
Initial Complaint
Date:12/27/2024
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.
Hello, I purchased front and rear rotors from the ******** on **********************, and today I went back because they gave me the wrong sizing. The manager whose name I believe is *** or ******* was extremely rude and disrespectful to me. He insulted me and I gave him attitude and then he returned the rotors without my permission. After trying to retrieve my rotors back. He then proceeded to Punch me in the face without hesitation. This is a man with no morals or any sort of customer service experience. He does not know how to do his job correctly and the way he presented himself was very sluggish, uninviting and purely disgusting. There needs to be action taken against this adult because he has no place in customer service. There are cameras everywhere at the store, and I tried to contact police but they did nothing. I have called corporate and there needs to be some sort of action taken against this putrid person. He went against all codes of conduct and your code of business and ethics, and if he is able to get away with this ***** free without termination that would be outrageous.
Business Response
Date: 12/29/2024
Customer called our ****************************** Friday, December 27 at 1609 CST. This information was sent to our District Manager to look into and address. Our field management does not work on the weekend and will look into this as soon as possible. We cannot guarantee termination nor will we be able to discuss disciplinary action with the customer. Customer reference number for the call is 241227-000852
Customer Answer
Date: 12/30/2024
Better Business Bureau:

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

Sincerely,

****** *****
Initial Complaint
Date:12/21/2024
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.
An employee has been harassing customers and sexually harassing fellow employees in front of customers. Her name is ***** and she is a manger at the Mckinleyville Ca ********** A few employees have quit because of her and she causes the business to lose customers because of her heinous behavior.
Business Response
Date: 12/22/2024
The customer contacted us 11/14/23 regarding an issue with a warranty return at the store and Store Manager. I am forwarding both the prior and current information to our District and Regional Managers as well as Team Member Relations for review and investigation.
Initial Complaint
Date:12/11/2024
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.
Subject: Complaint Regarding Lost Battery and Unsatisfactory Resolution I am writing to express my dissatisfaction with the handling of my battery, which I dropped off at the store for an overnight charge. Below are the details of my experience:Date of Drop-Off: December 2, 2024 Battery Information: EverStart Platinum AGM, Group Size 24F Store location:******************************* phone ************* On December 11, 2024, I returned to the store to inquire about my battery, as I had not received any follow-up communication. Unfortunately, the store employee was unable to locate it and asked me to confirm the drop-off date. After providing the approximate timeframe within two weeks, the employee contacted the store manager(******* *******) for guidance.The store manager informed me, via the employee, that the store is not responsible for items left beyond seven days and offered a "dead core" battery as compensation. I was not informed verbally of this seven-day policy when I dropped off the battery, nor did I receive any follow-up communication during that time.This experience has been deeply disappointing, particularly due to the lack of clear communication and accountability. I kindly request that you either return my original battery or provide a replacement that is fully functional and suitable for my vehicle.Thank you for addressing this matter promptly. I look forward to your resolution.Sincerely,****
Business Response
Date: 12/12/2024
Our policy is that a Battery Charge and Test Claim Ticket is given to the customer, with the corresponding part to it filled out and left on the customer's battery. The Battery Charge and Test Claim Ticket states "Batteries not claimed within (7) days of drop-off date are considered abandoned and become property of O'Reilly Auto Parts" The customer left their battery with us for ten days and it was sent out for recycling. The store has offered to provide the customer with a core battery as his battery tested bad.
Customer Answer
Date: 12/12/2024
Complaint: 22674186

I have reviewed the business' response and am rejecting it because:
The battery was left overnight to be fully recharged.
I did not receive any communication from the store regarding the status of the battery.
The seven-day policy is printed in fine print, and I was not made aware of it by the customer service representative (e.g., "By the way, please be aware we have a seven-business-day restriction").

Sincerely,

**** ****
Customer Answer
Date: 12/13/2024
Adding more notes

When my battery was tested at the shop, I was informed that it had a weak charge and needed to be fully charged overnight. I have only had this battery for a year, and in hindsight, I regret not taking it to *******, as this situation could have been avoided.
Business Response
Date: 12/16/2024
Our policy is that a Battery Charge and Test Claim Ticket is given to the customer, with the corresponding part to it filled out and left on the customer's battery. The Battery Charge and Test Claim Ticket states "Batteries not claimed within (7) days of drop-off date are considered abandoned and become property of O'Reilly Auto Parts" The customer left their battery with us for ten days and it was sent out for recycling. The store has offered to provide the customer with a core battery as his battery tested bad.
Customer Answer
Date: 12/16/2024
Complaint: 22674186

I have reviewed the business' response and am rejecting it because:
The response from the store manager was essentially a copy-and-paste of the initial reply. The manager's unwillingness to take full responsibility for the store's failure to notify me about my battery's
status is unacceptable. To clarify, my battery was very low on charge at the time of testing, not completely dead as claimed by the store manager.
I respectfully request that the district manager intervene to resolve this matter, rather than continuing this unproductive back-and-forth.
I am confident that ********** headquarters would not approve of such poor communication and handling of customer concerns.
Sincerely,

**** ****
Initial Complaint
Date:12/11/2024
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 didn't receive all my refund back. Short $10.($9 and change). Stealing from a person. All I want is my total refund. I reached out to there corporate office made complaint going to deaf ears. I hv recept.
Business Response
Date: 12/11/2024
The customer was refunded for the filter purchase 10/6/24 on invoice ***********. The store had conveyed to the customer that the $9.32 in freight was non refundable. The freight was refunded to the customer 12/11/24 on invoice ***********. This matter has been resolved.
Initial Complaint
Date:12/10/2024
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.
I was in ******, **, in November 2024 for a funeral and I contacted O'Reilly Auto Parts to buy a ***lacement windshield washer reservoir for my 1999 ***** CR-V. The sales *** cited that the reservoir cost $49.99 + $19.87 for freight because they didn't have it in stock. The *** proceeded to place an expedited order for the wrong car model. Despite my clearly stating twice that it was for a 1999 ***** CR-V, he ordered a part for a 1999 ***** Civic.On 11/27/2024 I picked up the part and took my vehicle to the mechanic, who informed me it was the wrong part for my CR-V. On 12/6/2024, I returned the part at ******** and they refused to refund or give me store credit for the freight cost despite it being their mistake. That is a loss of nearly $20 for their error, and they would not budge on it. I am not pleased with this business practice. Hence this grievance and request for your assistance.
Business Response
Date: 12/10/2024
The customer was refunded $49.99 plus $3.27 tax for the part itself on 12/6/24 invoice ***********. I have requested our District Manager call the customer to discuss the $19.87 in freight he was charged.
Customer Answer
Date: 12/11/2024
My losses include $70 for payment to the mechanic in addition to having to wait four days for a part that was of no use to my vehicle. While the business refunded the price of the part itself, they neglected to reimburse me the freight cost even though it was their mistake, not mine. A better response from them now would be how they will address this unfortunate matter instead of saying that they are going to call me.
Customer Answer
Date: 12/29/2024
Please be advised that to date, I have not been contacted by anyone at this business, despite telling the BBB they would.

Happy New Year.

******* *******-Camacho

Business Response
Date: 12/30/2024
Our District Manager called the number provided with the initial complaint on 12/12 and left a voicemail. I will request that they call again.
Customer Answer
Date: 01/02/2025
I have not received a call or voice message from the manager, contrary to the response of the business. I remain open to a conversation or better yet, to receiving a credit to my account.
Initial Complaint
Date:11/17/2024
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.
Oreilly auto parts on 1114 Princeton vermillion sd refused to honor their clearly stated warranty when the part failed within a hour
Business Response
Date: 11/18/2024
I called and spoke to our RSS ****. RSS is the one who assisted customer with original purchase on invoice 5544-33294 11/17/24. Customer bought item, tried to install it, girlfriend came in later and wanted to warranty exchange the part saying boyfriend broke it while installing it. RSS explained to her that would not fall under warranty and he could not exchange the part. She purchased another of the part and left. Male called store later upset that girlfriend bought the same part he already had. RSS told customer we didn't have any other brand in stock. Customer told RSS the part broke when he was removing it from the vehicle and it wasn't what was wrong with the vehicle. *** explained to customer that would not fall under warranty. We are unable to return the part that the customer broke.
Initial Complaint
Date:11/08/2024
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.
I bought a drive shaft for my o6 dodge ram on last Thursday in ******************. Installed late Friday by shop JT automotive. By sat noticed a leak. Drive shaft haf a defect. Ordered a second shaft tue arrived wend. Installed Thursday and same issue only worse. So I'm waiting on a 3rd apparently. I've been out of my truck an extra 10 days and now how long due to your faulty parts. I've incurred several hundred in extra mechanic bills and there still climbing and I've lost over a gallon of $40 gal atf! Store won't do anything and I've tried calling. But I've been put on hold everytime only to be left there. Then over an hr at a time then told again to hold for resolution department that never ever answers. This is worse then trying to talk to the it's! I'm now out extra time money work and a vehicle. All due to faulty $500 parts. Broadband new parts. Some kind of compensation or reimbursement needs to be made. I'm losing my rear in this deal over your bad parts.
Business Response
Date: 11/13/2024
Customer called us 11/8/24 regarding this and it was sent to our District Manager so that they could call and follow up with him on it.
Customer Answer
Date: 11/14/2024
Complaint: 22530883

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

I never heard from district manager. Completely ignored this and have done nothing. I've wasted extra money and time over 10 days without a truck. No way to get anywhere. Work or nothing. I guess business don't have to be responsible for s******* up people's lives.

Sincerely,

***** **********
Business Response
Date: 11/15/2024
I have sent this to our District and Regional Managers with the update that you never received a phone call and requested that they contact you as soon as possible. They will call as soon as they can.
Initial Complaint
Date:11/07/2024
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.
Purchased a battery for ****** in November 2023,the battery went bad last week .I returned to location where purchased and employee lied saying that I didn't have warranty . information is in ********** system,************ as well as veterans discount and I had receipt .I had to bring battery in so it could be scanned even with receipt .went back to another ********,today,found that my information removed from system recently.i have been customer over 30 years and each purchase gives you store credit and warranties stored by your name and phone number
Business Response
Date: 11/13/2024
the customer's history is still in our system. We have no way to delete or modify customer records unless the customer submits a privacy request via ***********************************************************************. I show we did a warranty exchange on the battery for the customer 11/3/24 and his original purchase was done 11/19/23. The battery has a two year warranty from that original purchase date that will expire 11/19/25. Invoice *********** warranty exchange 11/3/24, IOnvoice *********** original purchase 11/19/23

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