Complaints

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Engine purchased 2024 found to have excessive metal in oil pan after 100 miles. Certified mechanic found engine to have scorched cylinders and loose rods. Engine was replaced but pre-agreed reimbursement for labor was denied. Company says regardless of videos and pictures, returned Engine had no defects

  Business response

  10/21/2024

  We first want to apologize to Mr. ****** for the issue that he experienced with his remanufactured product. After reviewing Mr. ******* claim (WC215429), it appears that we have administered this claim to the terms of the OReilly Auto warranty for our product (attached).  Per our notes in the claim, we covered/explained the warranty terms and that the labor reimbursement would be pending an approved factory inspection on three separate occasions; the first time was on 09/06/2024, the second on 09/12/2024 and again on 09/13/2024.  Since this unit was originally installed in a DIY (do it yourself) setting and not installed by a licensed automotive repair facility (LARF) any labor owed for the removal and replacement of the alleged defective engine was pending the outcome of the factory inspection.  The factory inspection concluded that there were no factory defects with our product, which means that Mr. ****** is only entitled to the replacement product that we supplied, but not eligible for labor compensation.  Again, we administered this claim and fulfilled our obligation to the terms of the OReilly Auto warranty and consider this case to be closed.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Original date of transaction was on 11/2022. The engine we purchased gave out in the freeway, and we filed a claim through their claims department in November of 2022 which the engine was still under warranty. They confirmed they had all the information they needed and would be sending a replacement in 4 weeks, per their technician. We tried calling them again in January 2023 to get an update or delivery date, and no one answered, we tried calling multiple times, different days at different hours, finally someone picked up on February 2023, and stated they were missing the pictures they had requested in November; they were sent and were confirmed... We resent the pictures, and they stated the engine was on backorder, and it will be another 4 weeks. After 4 weeks we called again to get an update, they claimed they couldn't send the engine because the technician was on vacation. We asked to speak with a manager. When speaking with a manager, *******, he stated they needed a diagnostic from a mechanic. This was never originally requested. We had to tow our vehicle to the mechanic that did the work initially, then sent the diagnostic to Power Torque. We called again and asked for *******, please note this is now in October of 2023. When we spoke to *******, he told us they now needed a video of the damage... Every time we call, they keep adding more things and prolonging the claim. We need our vehicle up and running and they don't seem to care. It's hard to get a hold of them, it seems they want to replace the part that was under warranty. It's not April of 2024 and we still have no replacement. We had purchased the top tier of warranty which ********** confirmed it was a no questions asked warranty; well Torque didn't acknowledge that and are refusing to send the replacement part, unless we send the information they want. Which we have and they still haven't sent the replacement. This is a 4-year policy, with a replacement for free.

  Business response

  04/15/2024

  BBB,

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

  I have emailed and called ******************* with my contact information and at this time, I have not received a call back or email from *******************.

  However, I have placed an engine on back order for her vehicle to be sent to the original selling ********** store in ******************. 

  I do want to point out the photos supplied to us shows a valve cover that has exploded, and the valve train is contact. I do not believe that the long block is the cause for the explosion and should be looked into or the replacement engine could also experience the same concern. See attached photos supplied by the customer. 

  I would gladly welcome any further information ******************* could supply or has question on.

  Thank you,

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

  Customer response

  04/23/2024

  I have reviewed the business response and accept this resolution. 

  ********** he will send tracking and ETA once received. As of right now this is acceptable 

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a clutch from ********** in ******* **.whom refuses to honor the life time warranty.company refuses Bought less than 6months ago **** *** manual transmission.

  Business response

  11/21/2023

  ATK Engines /  LKQ Corp. is not ******** Auto Parts vendor for clutches. The consumer will need to contact ******** Auto Parts to determine who the correct vendor is. We will consider this matter closed.
  

   

• Initial Complaint

  11/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Time effort pain and suffering leaks upon installation and shaft piston fell inside the transmission originally purchased from O'Reillys clutch master cylinder kit. Arrived looking fine, complete garbage

  Business response

  11/14/2023

  ******** Auto Parts sells many products under their private label name of Power Torque.  We only supply OReilly with their engines and cylinder heads under the Power Torque Engines name and have no affiliation with the OReilly vendor that supplies them with their clutch master cylinders, which is the product in question in Mr. ************ complaint.  We apologize for the issue that Mr. *********** is experiencing with his product, but unfortunately, we are not the supplier of the product in question and are unable to provide any solution. Our recommendation would be that Mr. *********** contact either his local OReilly store or the OReilly corporate office to request warranty service for his clutch master cylinder; there is also a number of ************ (**************) on the OReilly website for live assistance with for the product in question.  We consider this case closed since this is not in regards to any of our products that we supply OReillys with. 

  Customer response

  11/14/2023

  I am rejecting this response because: read it yourself. they are power torque, and they are denying they have anything to do with power torque. how do you expect me to respond to that? no accountability whatsoever in this country, which is why we are where we are. good luck and good job 

  Business response

  11/14/2023

  As explained in our initial response, we are not the manufacturer or supplier for the part in question and can't provide you with any additional help than we have already provided.  We consider this case closed at this point as the product in question is not one that we supply to ******** Auto Parts. 

  Customer response

  11/14/2023

  I am rejecting this response because: you claim this isnt your part, so go and *** oreillys for using your name on their products. because at this point theres nothing I can do, and I dont have money for lawyer fees. all I want is accountability. which this country clearly does not have anymore. ******** told me the company in question is "power torque". then I get some call in the morning from a guy saying how this isn't his part and how ******** uses fake names on their products and he has nothing to do with it. I'm done trying to catch the mouse here, this is beyond my pay grade. 

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered a 5.3l from O'Reillys for my Tahoe and it got installed and it was on its way back to me and the engine blew up before it made it to me then it took 4 months to get another one to install in my vehicle finally got the new engine installed and got it back and drove it for a week and four day and only had 494 miles and the engine started running rough so now it is back getting worked on for the third time and I am not very happy about it the only thing I want is reimbursed for all the trouble I have had with your product to either fix the problem with this engine

  Business response

  09/27/2023

  We first want to apologize to ************ for any issues that he has experienced with his remanufactured engine.  We do see that ************ does have two active warranty claims with us currently under the name ***********  WC149042 was opened 05/31 with an initial complaint of bottom end noise.  On 05/31, we spoke with *** who was working on the vehicle and explained the warranty process and terms to him, he initially refused to perform any diagnostic work we requested to determine best course of action and did not agree with the terms of the warranty in general, but eventually understood to move this off center, that the diagnostic work would have to be completed.  06/07,we received the next call from *** with the results of the diagnostic testing,which were inconclusive and did not include any of the photos/videos that we had initially requested; at this time *** demanded a replacement, we explained until we have more information, we could not send a replacement.  07/18, we received a call from someone named ****** discuss terms and payments.  We also received a call from *** on 07/18 asking for a refund; we explained that all refunds would be handled with the OReilly store directly and that he would need to speak with them.  On 07/20, *** called in and is now requesting a replacement; we agreed despite not having all the proper diagnostic results we needed. We advised that the unit would be on back order and that the store would be ordering the replacement using the claim number.  08/01, we received a call from ***** (identified herself and mother of vehicle owner) and she was looking for shipping information on the replacement and stating that we owe her gas money for her son having to get rides from other people; at the time of her call, we explained that we still had not received the replacement order from the OReilly store; the order finally arrived to us at 4:59p CST and was processed and shipped 08/02.  08/02, we received a call from ***** asking about the tracking for the replacement; we provided ETA of 08/04 and unit did arrive at the OReilly store on 08/04.  On 09/08,we received a call from ***** and she stated that they had received and installed the replacement unit and that her son drove it and that the replacement unit is blown and stated she wanted a refund on all of her money spent, then began to use abusive language and obscenities as well as mentioned taking legal action and obtaining a lawyer.  She was transferred to one of our supervisors, where a new claim was opened for the replacement unit (WC161188).  We then explained to her that we could not send another unit out as we still did not have the 1st alleged defect back to us for factory inspection.   On this call we also learned that the original installation and all repair work was not done by a Licensed Automotive Repair Facility; at this time, we updated the claim and advised ***** that per the OReilly warranty policy/terms, that there would be no labor paid.  She once again threatened legal action and disconnected the call.  09/11, we received a call from ****** at the OReilly store requesting pickup of the alleged 1st defective engine.  That unit has arrived at our facility and is in queue awaiting a full and comprehensive tear down and inspection to determine if the issue was caused by a manufacturing defect.  At this time, WC161188 is still an active claim,but we have not received any evidence of failure.  The next step in this claim would be for the person working on the vehicle to call in discuss the failure where our techs will advise on what we need to determine best course of action.  As far as ************** request for a refund, we will not be providing payment as we can only administer the warranty to the terms that ******* has set, and the OReilly warranty does not cover labor for DIY installation and/or repairs work.   

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought an engine, sent a bad one, I had to pay for repairs for a new engine. I should not be paying for the repair.

  Business response

  08/17/2023

  We first want to apologize to **************** for the issues that he has experienced with this remanufactured engine.  I do see that **************** has two warranty claims (WC121420 & WC153509).  The first engine in question (serial# ******** on ********, was removed from the vehicle prior to our authorization, which per the written terms of the OReillys warranty,the warranty should be voided.  In good faith, we did elect to pick up the engine and inspect it at our factory; upon inspection, there were no factory defects found and the claim was denied (documented with photos).  Again, in good faith, we reimbursed **************** per the terms of the warranty for the R&R of the engine, plus two hours of diagnostic work based on the ******** Labor Guide.  On 06/30/23, **************** called in about payment on WC121420 and stated that the newest replacement engine was having issues with timing (two teeth off), and that the shop was already working on it;thus another unauthorized repair was being performed.  We explained to **************** that we needed to open a new claim and that his mechanic would need to speak to one of our technicians before proceeding with any repairs and that unauthorized repairs are not covered under the terms of the warranty.  On 07/07/23, **************** called in to start the second warranty claim (WC153509) on serial number ******* and again stated to us that the shop was already working on fixing the issue, still without any authorization from us; again, we notified **************** that any unauthorized repairs would not be covered per the terms of the warranty.  We advised **************** to call his shop and have them take pictures of the repair process and he stated that the shop might have already fixed it.  On 07/26/23,we were contacted by **************** requesting payment on WC153509 and we explained that there would be no compensation as the warranty terms were not followed as there were unauthorized repairs made to our product. Once again in good faith, we tried to work with **************** and stated that if he could provide pictures of the alleged repair and documentation of the parts that were removed/replaced that we requested on 07/07/23, we would consider reimbursement.  08/09/23, we were again contacted by **************** asking about his payment on this claim; once again, we explained that there would be no reimbursement consideration without actual proof of the repair work that was completed. We have photo documentation of this engine in question from our factory at the time of final QC inspection and packaging, that clearly shows the timing was indeed set correctly and not two teeth off as being alleged.  At this time, we consider this case closed as **************** has still not been able to produce any actual proof of the issue or pictures of the unauthorized repair work.  Our factory images of the timing setup on this engine have been attached as well as a copy of the written OReilly warranty. 

  Customer response

  08/17/2023

  I am rejecting this response because:   No response from company about compensation.

  Business response

  09/06/2023

  Again, we apologize for any issues that **************** has experienced with his remanufactured product.  As indicated in our first response to the ******************** BBB complaint as well as in several phone calls with ****************, there will be no compensation for the timing chain repair that **************** is alleging was completed.  We have proof that when then engine left our factory, all of the timing marks were properly aligned.  The alleged repair was also unauthorized per the terms of the written warranty.  To date, **************** has not been able to provide any of the required/requested documentation to substantiate his claim.  Again, there will be no compensation to **************** and we consider this case to be closed.

  Customer response

  09/06/2023

  I am rejecting this response because:   They are selling defective products and the problem needs to be fixed.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a rear differential through Oreilly 06/6/21 and that one exploded after ***** miles. They warrantied it out n 12/12/21, that one broke as well warrantied 01/29/22 the backing plates were wrong and the limited slip would lock up. I am now on my FOURTH diff from this company at **** miles it is howling like crazy! I have spent money/time getting them reinstalled for them to fail constantly.

  Business response

  06/08/2023

  We first want to apologize for the repeated issues that **************** has experienced with our products.  A representative from our company will be reaching out to **************** in the next few days to initiate the desired refund for his purchase.  

  Customer response

  06/16/2023

  I have reviewed the business response and accept this resolution.  Some one reached out to us last week and asked for the receipt. We emailed it and have not heard back in the stated time. 

  Customer response

  07/07/2023

  The company said they would refund us after we sent the receipt. We did and now no one will call us back. This company is a scam. I want my refund. I havent been able to drive my truck for a week now. This is ridiculous 

  Business response

  07/24/2023

  Check fpr $agreed upon refund of $1766.98 was sent on 07/18/2023 to ***************

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** purchased for a **** Chevrolet Z71. ****** was a 305. Mechanic installed ****** and within 600 miles ****** began knocking. Sent video and proof of purchase to company. Company is refusing to warranty ****** despite claiming their products carry a 3 year warranty.

  Business response

  05/15/2023

  We first want to apologize for the issues that ************** is experiencing with his remanufactured engine. I do see that we have an active warranty claim (WC140801) that was opened by ******* at the OReilly store in ******, **.  We were waiting for the technician/original purchaser Kibo to call in to discuss the initial diagnostic results sent to us to determine the best course of action, but have not had contact with him since 04/06/23.  Upon receiving this BBB notice, we reached out to the technician on file Kibo at the phone number that was provided by ******* at the store upon opening the claim.  **** explained that he has already removed the engine and replaced it with another engine from a different remanufacturer.  We instructed Kibo to crate the engine back up and return to the OReilly store for a refund. I have also added ************** information to the claim as ******* did not have that information upon opening the claim. 

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Reman engine from O'Reilly store #2374 and installed it in 2008 Toyota Tacoma 2.7 and engine very noisy and called O'Reilly and was informed I had to go though Power Torque Engines to file a claim and which I did and they gave me a claim # WCXXXXXX and then they ask me to send them a video of the engine running and I did to ********@lkqcorp.com and they called me back and told me to take the front of the engine apart since that is where the noise was coming from and send them pictures of what I have found,And althought I am a certified ASE Master Technician I don't feel it's my job to diagnose the problem and repair the problem and all I ask them to do is send me another engine since this one never left the shop and has a 4 year unlimited mile warranty.Thank You & God Bless.

  Business response

  03/22/2023

  Business Response /* (1000, 6, 2023/03/10) */ We would first like to apologize for the issues that Mr. Love has experienced with his product. We reached out Mr. Love on 03/10/2023 to discuss. He informed us that he had identified the issue and already completed the repair, and the engine was performing as it should. Mr. Love also commented that he replied to a BBB email that he received 03/10/2023 and asked that the compliant be canceled. We thank Mr. Love for his, business, patience and understanding and consider this matter resolved at this time.

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our Business purchased two cylinder heads for a 2011 Honda Pilot from PowerTorque on X-XX-XXXX in the amount of $1,410. These were remanufactured cylinder heads. They are rebuilt, not bare cylinder heads and should be free from any defects. After installation of the cylinder heads, the engine would smoke badly on a cold start up and continue to smoke while running. After confirming that the valve seals inside of the cylinder heads were leaking oil into the combustion chambers, I had to order two different cylinder heads to replace them on 10-12-2022. After the second set of cylinder heads were installed, the engine did not smoke on a cold start up or when it was running. I have filed warranty claims with the company but they have denied the claim. Claim numbers are WCXXXXXX and WCXXXXXX. I would like for the company to reimburse the labor that was involved in replacing their defective cylinder heads.

  Business response

  03/22/2023

  Business Response /* (1000, 8, 2022/12/05) */ As I read over the 2 claims and review the photos, I see both heads were replaced prior to calling in the claims. We were not given an opportunity to discuss any part of the concerns. From the photos taken of the inspection, I see old fuel that has coated the metal surfaces. I see no issues with the valve stem seals or oil running down on the valve stems. I have also run a report on these head part #'s for oil smoke as reported and have no other claims for any issues. O'reilly's warranty terms do not pay on any not approved claims on head sales. In the future, please call and discuss any issues with the product with a warranty tech before electing replacement or repair as that can void the warranty. If you still feel indifferent you may call corporate O'Reilly Customer Service line at (XXX) XXX-XXXX about the claims. Regards, Richie Pointer Consumer Response /* (3000, 10, 2022/12/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't understand how this company can say that their cylinder heads did not cause the smoking condition. Once they were replaced a second time there was not a smoking condition. They also don't care about customer service. My customer needed their car back and couldn't wait for a month for this company to decide what to do. Absolutely horrible service.

*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. ↩