Complaints

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

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• 

  O'Reilly Auto Parts

  233 S Patterson Ave Springfield, MO 65802-2210

• 

  O'Reilly Auto Parts

  7144 Mccart Avenue Fort Worth, TX 76133-7298

• 

  O'Reilly Auto Parts

  804 East Veterans BLVD Palmview, TX 78572-7188

• 

  O'Reilly Auto Parts

  12275 Highway 75 North Willis, TX 77378-5749

• 

  O'Reilly Auto Parts

  1511 New York Avenue Arlington, TX 76010-4723

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:08/04/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 remanufactured motor for my truck last January 2021. The motor came with a 3 year unlimited mile warranty the motor has blown up and is inoperable inhale reached out to oreillys about the warranty and have gotten the round about on getting it taken care if it has been 4 months of minimal communication from oreillys amd has cost me to loose days at work and purchase another vehicle to keep my job. I want this motor to be exchanged or my money refunded I'm at the point of seeking legal aid in this if this cannot be resolved.

  Business Response

  Date: 08/11/2022

  
  We have opened up a claim with *** which is the first step regarding this engine claim. We also contacted ********* on 8/11/22 to inform him that we would open up a claim on his behalf with the manufacturer. Manufacturer will be contacting ********* within 24-48 hours to get more information from our customer and so that manufacturer can provide more info to our customer on how to move forward with this engine claim.

  Customer Answer

  Date: 08/12/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  This claim should have been started 4 months ago when I first reported the damaged motor and was given the run around for 4 months thinking they were in the process of doing something to help me. At this point I believe the company should either refund me in full or replace the motor with a different motor and handle the financial or situation with *** on their own. This is completely unacceptable with the lies and deceit. I spent $2500 on this motor originally and was forced to buy another vehicle for $1500 just to maintain an income. I am at the point of beyond frustrated and beyond waiting on now another company when this should have been handled correctly from the beginning.
  
  
  
  Sincerely,
  
  
  ********* ******

  Business Response

  Date: 08/16/2022

  We will request that our District Manager follow up with our customer ********* regarding this engine claim.

  Customer Answer

  Date: 08/17/2022

  Complaint: ********
  
  
  I am rejecting this response because: I have yet to been contacted by the district manager. As well me and the mechanic shop I bought the motor through that I also work for has requested to speak with them and have not recieved any contact in 4 months from the district manager. Furthermore this issue has been going on for 4 months and it took a BBB Complaint to even get a claim filed to have them uphold their end of the warranty process when this should have been started immediately after the motor was reported damaged and it was not. For a large corporation such as oreilly auto parts this is absolutely ridiculous and not right especially due to the fact that they could have started this claim and provided me with different replacement options if their provider was on backorder as I was lied to and told. Along with I was lied to multiple times that they couldnt find a motor or it was on backorder when in fact they were not doing anything to rectify the situation. The district manager needs to contact me via my phone no later then 8/18/2022. The waiting process at this point is unjust especially on a problem that shouldnt have gotten this far.
  
  
  
  
  Sincerely,
  
  
  ********* ******

• Initial Complaint

  Date:08/01/2022

  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 would like to share my Experience with O'Reilly auto parts. My mechanic installed a set of Bearings from O'Reilly's and I have been getting the run around from them. The bearing disintegrated on me and caused over 2k in damage and repair cost. This is a known problem. O'Reilly is washing their hands of this issue and telling me i am on my own because my mechanic bought them he has to address this. My mechanic did as he was told and he is getting the O'Reilly runaround also. These parts are inferior and if you use them you will be replacing them even prior to the warrantee expiration period. That was one of O'Reilly's statements , they are out of warrantee. I have all the paper work stating the contrary. O'Reilly's also says you have to deal with the bearing company. Another runaround. Just remember if your mechanic buys them you cannot call! Unhappy customer, Bad bearings!!!

  Business Response

  Date: 08/10/2022

  We spoke with **** on 8/10/22 at 12:55 PM CT. The transactions are registered under a ******* and we cannot determine that **** is the original purchaser of the products. We will still be submitting a claim on behalf of **** once **** provides our Store Manager at our **********, CT store with the proper documentation's and products.

• Initial Complaint

  Date:07/26/2022

  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 July 6 2022 we had a battery improperly installed. I didn’t drive it much at all until my kids resumed activities. On July 22 2022 I was on the highway going 65 mph on an off ramp and my car lost power. Upon inspection we saw the battery was not screwed into the compartment and the terminal on top of the battery was moving all around. Also they didn’t install the clamps on the flow vent above the battery. When I was driving the battery was moving so much that it cut power off for my vehicle. We took a video but no one has wanted to see it. I called immediately and spoke with Tina who claimed she was the manager. I was told I would have to wait for Monday when the store manager **** returned. I called Sunday and spoke with **** to again express the severity of the issue and see there was anyone I could speak to to figure out a plan to resolve this. I was told no I had to wait for ****. **** never called me I called him on Monday. I was told he would call the district manager. I called corporate and spoke with Tyler. I was also told I would have to speak with the district manager *****. I called ***** again on Tuesday and told him I never heard from *****. ***** called me after I spoke with ***** and told me he found it odd that it took weeks for my battery to have issues. I told him I had a video which clearly shows the installation isn’t done correctly and it’s moving all around and screws missing. I told him I wasn’t comfortable driving it even though my husband Reinstalled the battery and his own screws and also new clamps. I was told I could take it to the mechanic but they wouldn’t be obligated to pay for anything reassurance only damage. I was also told I can return the battery but they would only refund me for the battery and would not have my original battery. I had expressed my concern on the safety of the battery since it hadn’t been installed correctly in the first place. So now we have to do triple the work and they do nothing?

  Business Response

  Date: 08/02/2022

  Our customer ***** was offered a warranty replacement or a full refund on the battery including a core refund on 7/26/22 since we no longer have her original battery to provide back to our customer. We will not be paying for another battery through the mechanic for *****. We are considering this case closed.

• Initial Complaint

  Date:07/25/2022

  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 was sent by ****** **** to this store (2239) to purchase the air conditioner compressor on 07/24/22 between 1:30 and 2:00 pm CST. •The Shift Mgr on duty showed me different options and I selected a re-manufactured one with a two-year warranty. I also purchased the kit and three cans of Freon. •I specifically asked if this had been tested, and after confirmation, I took it back to ****** **** where they replaced the compressor, installed the kit, and added Freon. •When they tested the air-conditioning, it did not give any cold air. We waited 15 to 20 minutes but got no cold air. •****** **** called me and explained the situation. I also went to the shop, and the result was the same. •The technician removed the faulty compressor and on 7/25/22, we took the compressor back to the store and exchanged it for a new one. •The new one was installed, and the air conditioner started working again. My issue with this whole episode is that, as a customer, I believed the person selling the re-manufactured compressor. The expectation was that this should have been fully tested before selling it to the customer. I had to spend $150 on additional labor for removing the faulty one and then installing the new one. On top of that, I had to buy 3 additional cans ($35) for the brand-new compressor. So, I lost $70 just on Freon. This is all because I trusted O’Reilly. Since this happened on the weekend, the store manager was not available, and the staff were not friendly enough to pick up the phone and call the manager to ask about this situation and satisfy the customer. I should be reimbursed $150 (additional labor) + $70 (Freon).

  Business Response

  Date: 07/28/2022

  We spoke with our customer ******* on 7/28/22 at 1:16 PM CT regarding this matter. Our customer will be presenting shop statements to our store in Cypress, TX so that our District Manager can review and determine reimbursement.

• Initial Complaint

  Date:07/12/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  O'Reilly Auto Parts failed to give me the promo then dismissed my complaint with the reason - we can only add the promo to a order that hasn't shipped. The order had already shipped before they got back to me. Oreilly owes me 20% off

  Business Response

  Date: 07/27/2022

  We will be sending a check to our customer for the amount of $37.20 based on pre-tax price of $247.99 for the part not including shipping or core charge. Our promo code that our customer is speaking of was ***** and was active on the date of the order 4/30/2022. Discount was 15% off orders of $75 or more with $50 cap on discount. We are considering this case closed.

  Customer Answer

  Date: 07/29/2022

  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:07/07/2022

  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.

  orileys auto part in pasadena Texas i bought a stareter a year ago ive been having problems with the new one since i bought it my car a 1963 chevy impala i had my motor rebuild and transmission rebuild too now i never had a starter to match it with a new one... so i took orileys experience and bought a new one and ots been giving me problems since i bought so i took it offf and got me another one with my warranty they gave me the same one so i had the same problems and decided to call a mechanic and he came by and told me right away this starter had to much power torque so i paid him to take it off and i took it to another orileys in pasadena at south shaver and the manager from their told me yep they gave me the wrong one ,, that the other store have been giving me was from a 1980 Bonneville and this manager said go to the other store and talk to manny hes the manager from that district so i did and he told me he was gonna help me fix my car cause my mechanic said that my motor is not working right that theirs alot of shavings in the fly wheel thats if i take the car out for a spin its gonna mess up more then Manny told me to get a quote from my mechanic and hes is gonna help me so i did took it to one of hes stotes and he called me said thats to high of a price and told me hes not gonna helpe said to me you wanted that starter a d you got it i got receipts to prove when i bought it and that the one they gave me the number match to the 1980 Bonneville so i need my cat fix and he said they were gonna fix it

  Business Response

  Date: 07/15/2022

  We contacted ****** on 7/15/22 at 1:08 PM CT. We were not able to come to a resolution. ****** stated that he will be taking legal actions. We will not be able to disclose any further information regarding this matter. We are considering this case closed.

• Initial Complaint

  Date:06/30/2022

  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.

  They put my battery in backwards and fried my car and now I can’t drive it and all they said they would do is give me back my money and buy me a new fuse box but that won’t fix my car. We had it towed to the bmw dealership to take a look at it and they said that they needed more time with it and so orileys had it towed to a different shop which magically told them that it wasn’t their fault and so I had to tow it from that shop back to my house and pay for it. When I went to see if I would get my money back for the last tow the employee there was extremely rude and told me they weren’t giving me my money back. Throughout all this they were slow to contact me I had to call them to get any info on what was happening and I had to go to the mechanic shops that the car was at just to ask them if they heard from orileys. My car still isn’t fixed and they have zero interest in fixing it or even helping me.

  Business Response

  Date: 07/15/2022

  Our District Manager has contacted our customer ****** on 7/13/22 regarding this matter. We are waiting for ****** to provide us a quote from a shop pin pointing damages that a battery being installed backwards would have caused as normally it would just blow a fuse/s.

• Initial Complaint

  Date:06/20/2022

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a small LLC business repairing automobiles. I had a credit account set up with ********** Auto. When the former manager at the store prepared to leave, I brought my credit account to a zero balance to make sure everything was properly paid. ********** at the store level in both *********** and *********** IN would take my payments and direct corporate account where to apply those payments made in the store. Corporate did not do this, and simply applied any payments to the bottom line, not paying specific invoices as I had directed. I receive a statement in April 2022 showing I had a balance of $469.73 and began working with the store and corporate account to audit my account. My wife has spent hours and scanned more than 100 pages of invoices and payments to a Myleena in their accounting department. ******* applied payments to invoices going back as far as 2020, for over two years, and we discovered many instances where I was over charged, credits were not properly applied, I was charged on two instances for products I did not receive, I was charged for core charges that should have been credited, and they cannot provide me with a list of invoices that they say I have not paid. Now I am getting letters from their credit department saying I owe $1,492.20 as they have not properly applied all my payments and credits. The store blames the corporate accounting, the accounting associates say they never got the details from the store on where to apply my payments and now they are turning me over to collections for $1492.20 without providing any detail on outstanding invoice. The store associates and the former store manager who is now at a competitor are all willing to provide written statements that this is not correct, and my account has a $0 balance, and the account is closed. I have cooperated with account and disputed this from the very beginning. I can provide 100s of pages of documentation, proof of payments and correspondence for everything.

  Business Response

  Date: 06/23/2022

  We have forwarded this information to our ***************** and requested that they contact our customer **** regarding their commercial account. 

  Customer Answer

  Date: 06/26/2022

  Complaint: 17449352
  
  I am rejecting this response because: I have already spoken with *********************, ***********************, ******************* and ******************** in the credit department, they are unable to assist.  I worked with ******* the most when my complaint was escalated, and she asked my wife to provide proof of payment for all of the 2022, 2021 and some of the late 2020 purchases and payments.  It represents in excess of 20-hours of research and scanning documents, literally more than 100-pages of proof of payments, during which we discovered several times I was double charged for purchases, I was not given credit for returned items, and charged for items I did not receive.  After all this, ********** can still not provide me with a list of invoices they say have not been paid.  ******* was to send my account to the "disputes" department, and I have never received anything other than a letter that says I owe more than $1200 now vs. where we started at approximately $445 - Again, I dispute these charges, I have proof of payments on everything they have asked, and have been forced to provide proof of payments going back more than two years.  This is a hardship to my business, I am a mechanic and my wife assists with bookkeeping.

  I have spoken with the former manager of the store, and the current store team members in both the Charlestown and ***********, IN stores all of whom continue to insist my account is paid in full, and this situation is not unusual, and they encounter it often when dealing with corporate account.  Corporate accounting says it's the stores who do not properly report payments and send a list of invoices to post the payments against.  I am in the middle of two entities within ********** pointing fingers back and forth. From the beginning and today, I dispute these charges, and have worked with them endlessly to try and resolve the matter.  

  I began in April with the response to ******************* and have just been moved around to different people since then. Attached are examples of payments they have made me provide going back more than a year.  It's been absolutely ridiculous and these examples are only 1/3 of what I have been required to send to them to prove I have paid my account.  There are some from Dec. 2020 and all of 2022.  I do not accept their reply to call me on my account, I want in writing a list of those invoices that they say I owe.  It it against the Fair Debt and Collection Act to attempt to collect monies for products or services that ********** cannot identify.  The only answer is to bring my account to a zero balance.  I have closed my account, and to the best of my ability avoid any possible business with the organization.  Talking to one more person in their "accounting department" will just continue a long line of people who can't figure out what I owe, and who do not have the ability to make a decision to resolve the matter by zeroing out the account.

   

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

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

  ************************ 

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