ComplaintsforO'Reilly Auto Parts

• Initial Complaint

  09/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a transmission from O&#**;Reilly&#**;s in ******, ** (**********************) and I was told it was a new transmission and it was not. I ended up having worse issues than before. I have had to get the transmission removed twice and O&#**;Reilly&#**;s has not been helpful at all.

  Business response

  09/20/2024

  I called and spoke to our District Manager *****. Our store manager has left the customer voicemails that she just needs to bring the transmission to our store at ************************************************************************************* and the store will process a return. Customer has not brought the part back to our store or responded to the voicemails. Once the store has the transmission that the customer got from us, we will process a return and our *************************** will issue a large refund check. It will take 7-10 business days for the check to be issued and sent. We cannot refund customer without receiving our part back. 
  

• Initial Complaint

  09/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to ************** location on ****************** in a **** to buy a replacement alternator for my truck and I ******* to shop and they put it in I drove home went to work in the morning and in the middle of the road my truck stopped. I had to call a tow truck and they charged me 210$ then I had to go back to get a battery as well because they not only sold me a bad alternator and it damaged my battery. Wen I returned to the store they were rude and then they said they didnt have another item to replace it so they sent me to another store I asked them if they were sure that they had it because I am in a **** she said yes.I catch a **** to fredicksburg rd to the other orielys and their rude there too told them that the other store had called them and they had it the guy went to the bk got the part and then he received a call and said that the part in the box he was about to sell me wasnt good and he said he would call another location but I said no its ok I just rather have my money bk he hesitated and gave it to me . I spent all day trying to get the parts for my truck and they didnt care if I was on a **** I would like to ask for the money I had to spend on the tow truck and the **** rides bk and forth. Because they sold me not only a bad battery and a alternator not even testing my original battery. I dont think I shouldve had to spend all that money on paying for ******** and forth.

  Business response

  09/18/2024

  We will need copies of the tow bill, **** bills and mechanic's bills showing what was done, what the cause was and what was paid to review.

  Business response

  09/19/2024

  I spoke to our District Manager regarding this. We will need the defective alternator and battery to be tested. Can you please let us know if you still have the parts or, if not, where they would be?

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2024 I purchased Lifters Installed them. After putting the motor back together it still had valvetrain noise, after exhausting all other diagnosis I pulled the lifters to scope the cam, when I pulled the lifter I noticed 8 of them were not the melling i bought, and were old(mind you this motor only had maybe 2 hours of total run time at this point)when i say old they were scratched, etc.I took them to my local oriellys store to get answers,***** & ****** were amazing HOWEVER the Store Manager *********************** decided To scream at me, call me a liar, said i did not install the lifters at the same time. Rude, Vulgar.(same store manager I have seen scream and degrade employees, leave the store when "he is upset" for hours leaving employees alone.I take pictures(included) i missed it upon install, but you can clearly see 8 of the "new" lifters were used I filed a complaint, this store manager is known for his retaliation and i informed them of that, and sure enough he did, as soon as i filed my complaint he did what is called an O Code on my account, removing my discount making me a retail customer.even though *********************** has what's called their business code of ethics which he clearly violated, he is still there, and my account has not been returned to normal. IE he should have been immediately terminated for retaliation against a valid customer complaint I have been a commercial customer for 8 years, have never had an issue until this gm took over.first one he kept me waiting over a week for a part before telling me it was out of stock and non orderable Second one was he gave me lip when warrantying out a batter that was just warrantied and this is the 3rd time, this time being the most unprofessional experience ever.i keep being told someone will call me, they have not mistakes happen, I am sure they were a customer return i was accidently given, but instead of that i get called a liar and retaliated against,

  Business response

  09/10/2024

  The customer chatted with us regarding this 9/9/24 and called 9/10/24. Our District Manager was contacted and stated our Territory Sales Manager (TSM) sold the customer a set of 12 Melling lifters (*** ******* 1/2/2024 on invoice *********** .They were not AC Delco parts in the packaging when TSM sold them. We will not be accepting liability on this, and our District Manager informed us earlier today that he was calling the customer to discuss this with him and make him aware.  

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Tues., Aug. 27, 2024 my mobile auto mechanic purchased a brake light switch from Store #**** in ***********, **. The part was defective.Because the part was defective, he had to stop work on my car and make a 20 mile round trip back to store. As a result of bad part, he had to charge me an additional $70.00 to cover his time. I understand this.The problem is that, due to a defective part, I had to eat the extra cost. This is BAD BUSINESS and I want reimbursement in the amount of that extra $70.00 I had to spend due to a shoddy part.

  Business response

  08/29/2024

  Since the mechanic purchased the part, they can request to file a labor claim with the manufacturer for the defective part and extra labor. They would have to be the one to do this since they purchased the part. The store would need the defective part as well as information from the mechanic on the original install and second install. 

  Customer response

  09/03/2024

  Complaint: 22215902
  
  I have reviewed the business' response and am rejecting it because:
  It is an evasive tactic designed to maximize profit margins at the expense of customers whilst denying responsibility for defective products. 

  Will be informing everyone I know about their irresponsible, cheesy tactics. Will be contacting *********************** et al.

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

  Business response

  09/03/2024

  Since the mechanic purchased the part, they can request to file a labor claim with the manufacturer for the defective part and extra labor. They would have to be the one to do this since they purchased the part. The store would need the defective part as well as information from the mechanic on the original install and second install. These parameters are set by the manufacturer, as O'Reilly Auto Parts does not review or process labor claims. These are handled entirely by the manufacturers. 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 08/18/2024 website states if I ordered within the next hour Ill receive same day shipping. Website demands I meet a min order amount and I oblige. Next day, parts dont arrive. I have to talk to 4 different customer service representatives, one of them is a supervisor who was the absolute worst. Her first resolution is to cancel order. By 4pm the 08/19, my parts havent even been packaged. I decide I want to change my order, so I try to order a new set of items. My profile is blocked from making purchases via error code. I try to talk to customer service again who are very confrontational and deceivers. I ask them to change my order since its not shipped and they proceed to continue blaming me for the false promises in fulfillment time. I show them screenshots of a new offer to ship next day for my new parts they refuse to modify my order claiming its on a pallet and proceed to gaslight me about the current order I need modifications made to and every time they come up with a new excuse as to why it cant happen. One was its my fault for not checking their policy, their policy takes no blame for courier related issues, none which apply to my order. The second is about cut off time, but the site has a time sensitive order window which I screenshot and showed them and still I didnt miss my window. Lastly, I check my tracking and my items didnt even get into the hands of *** until 9pm which means they had all day to ship my items, didnt do it and still refused to modify my order. This company is terrible at customer service. Theyre not going to survive the next 5 years because e-commerce is about customer service and seamless order to delivery. Mark my words. This company is going to fail and the greatest reason is their confrontational and abusive customer service department.

  Business response

  08/21/2024

  The customer placed his first order *************** on 8/18/24 and it showed an estimated delivery date from both our website and *** of 8/20/24 by end of day. When the customer contacted us via chat, the order showed it was boxed and preparing to ship and on track to be on time.  I spoke to the customer via chat and offered to contact our warehouse to see if they could cancel the order since the customer was contacting us 8/19 and wanted the order that day. We had no way to have it arrive to him that day via shipping. I also offered to contact the store about getting the items, two of which were in stock, but the12 Precision Differential Ring Gear Bolts would have had to have been ordered in and would take ***** hours for them to receive. Our only other option was to let the order continue on its way. That order was delivered on 8/20/24 at 1354.

  The customer placed his second order *************** on 8/19/24. That order is estimated by Fed Ex to deliver 8/21/24 by end of day and was boxed and ready for carrier pickup yesterday afternoon. It shows on track for delivery as well. 
  

  All delivery dates shown on OReillyAuto.com are estimates, and it is not possible to guarantee a delivery date. Orders can be delayed due to carrier delays, natural disasters, and other unforeseen circumstances beyond our control. This information can be found here **************************************************************************

  The customer's orders have not been delayed or late, and the one that has been delivered was delivered on time, with the second order on track for an on time delivery as well. If the customer no longer needs or wants the items he ordered, they can be returned to any of our stores once received for a refund. 

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 08/07/2024 I brought in the front track bar from my 2006 Jeep Wrangler for a warranty exchange (Limited Lifetime Warranty on part DS1235) to store 496. The clerk pulled the part, went to do an exchange and said he cant do it because DS1235 has already been returned and I received a refund for item back in 2011? I said how can this be? Then he looked at the history and called me a thief, said I had committed fraud and have stolen the part from them at least twice. Im a 63 year-old man, retired Air Force Master Sergeant, retired manager from ***** and a licensed TX Peace Officer. I told the clerk Im no thief! The manager stepped in and said that I had initial bought the part in 2009. I said I did not have the Jeep them, bought it March 2010, and *** had other Jeeps and bought same part from this store. Manager said they would honor warranty because Ive gotten too many replacements, that their policy is one replacement because if you need two, there is something wrong with your vehicle. For my 06, I bought the original part, 2011, replaced it under warranty in 2016. They made me purchase a new track bar on 08/07/2024. I more upset at being slandered, because as the customer, I did nothing wrong, deceitful, or nefarious. Im just keeping my vehicle in good order using their cheap foreign parts. Im not responsible for errors made on their side of the counter.

  Business response

  08/09/2024

  I provided our District Manager ***** with this information and he spoke to the customer. Customer is going to the store today to see our Store Manager for a refund. We consider this matter closed. 

  Customer response

  08/12/2024

  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

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Happened to buy these axels on August 11th 2020 around 5pm which ended up being recalled or "superceded", being the way the company describes it. I was not informed after the purchase and ended up installing them months later which ended up causing the accident on or around September the very next year. I didn't end up installing until then because I was doing a project build with my son on the reconditioning of the entire getting ends of my truck. The only part that ended up being a problem was this set of axles. Couple years go by and I figured that it was something I did wrong but come to find out later it wasn't. I took the other axle from passanger side in to see about returning our what the option was at that point in time. ******** ended up looking up the part for me to see if the return was ok and found that that specific axle had been recalled and there was a new replacement axle instead. That's when it hit me, if it was a recalled part, what was it recalled for?******** kindly gave me the manufacturers phone number and I rushed home to call that very same day. After going thru all the phone prompts I ended up transfered to parts department with ****** giving me the information I was not expecting to hear. That exact part number axel and axles where all recalled do to a miss machining that was causing lock up and skid out in turns, left or right turns. Which is EXACTLY what happened in my accident. So I asked ****** what my next step was and he said go to oriely and file a labor claim form. But i said it's not just for labor is for fixing my truck and compensating me for the damages cause to my work schedule and career. He insured me that would all be covered under that claim form. So I ended up back at ****** to file this claim form. Mind you this had already costs me thousands at this point from lost income and wellbeing of life. I was instructed to get estimates of damages from orielys own collision mechanics... running out of characters to finis

  Business response

  08/08/2024

  The customer originally contacted us 10/5/23 and spoke to one of our Labor Claims ************* *****. The customer stated they'd had an accident that caused them to collide with another vehicle, but no police report had been filed and customer stated they just paid off the other party. **** said they went to a body shop for repairs. ***** contacted the body shop who said they never did any work on the customer's vehicle and had only provided an estimate. The customer told ***** that he is driving the vehicle and had repaired it enough himself to drive on. The customer also stated he had called the manufacturer, Precision, and spoke to ****** who said the axle probably failed and to file a claim through us. ***** explained the labor claim process to the customer and that we would need the axle to file a claim. **** stated the main part of the axle shaft was destroyed in the crash and then that the shop that repaired the wheel discarded it. On 10/24/23 ***** spoke with our Precision jobber who stated customer had called them about a labor claim and they had called the manufacturer Precision who said there was no recall on the part. Our District Manager told ***** he would call and speak to the customer and ***** called Precision and spoke to ******'s supervisor ***** who said he had spoken with the customer several times and stated the part was never under recall. On 11/9/23 the customer called and spoke to one of our Labor Claims ************* *** ** spoke to the District Manager ****, who said we would not be filing a labor claim because we did not have the defective part to send the manufacturer, and because Precision stated there was never a recall on the part and they did not tell customer that. The Regional Manager was in agreement. ** called the customer back and let him know. The customer stated the part and required documentation of original install from a certified shop and repair from a certified shop had been dropped off to our store at *************************************************************************************. ** directed the customer to contact that store, and the customer said he would. He called ** back later the same day and told him he was going to pick up the parts and paperwork from the store at ************************************************************************************* and take them to our store at ******************************************************************************************* for a labor claim to be filed. We have not heard from the customer on the matter since. 

  Manufacturers have specific requirements for labor claims to be filed, including having to have a copy of the original repair invoice and payment to a certified shop, a copy of an estimate or repair invoice for the additional install and payment to a certified shop, as well as the defective part. Claims can be filed for a part that fails within twelve months of the original install. We cannot assist the customer with a labor claim at this point and there is nothing further that we can do regarding this part failure. 

  Customer response

  08/12/2024

  Complaint: 21945899
  
  I have reviewed the business' response and am rejecting it because: I never said i took to a shop for repairs, only estimates and that was at the advise of oriely labor claims dept.

  Furthermore, I did get repair estimate receipts and followed the guides provided by ******, while they knew i only had the hub half of the defective part left that I got back from my friends shop I took it to, off the books, to pull my frame enough to fix the rest of the truck myself on my own time and dime. 

  To conclude even in the closing statement he refers to the part as a defective part. Wouldn't you call that a fortient slip? It was a defective part and I was directed by ****** from precision to file what he called a labor claim form with oriely. That's where I leaned about the labor claim form to begin with. From ****** because he said it was a recalled or defective part. Said they had plenty of the axles be sent back. Probably have a record of such. I am not satisfied with the responseat all. They are saying things that was not said and changing whatc was said to me. I will not stop pressing to be compensated, nor walk away from this without some form of accountability on the companies part. They could have called, the paperwork provided shows the part was replaced with another. Look closely at the images, please. ******** at ************* store specifically said the part i was returning was not the same part they have on the shelf currently, same part number but the axle on the shelf at that time had a n in front of the barcode, indicating to her as an employee that it was a new part on shelf replacing the old on. So she printed me out the paperwork and thats in the file. It has to part numbers. All the same numbers but one is a new part with an n in front of it because it was recently new to the shelf. Thats how ******** explained it to me the day i got the paper work and the info about it being recalled or how they have it written "superceded" ******** said it ment to was replaced with a re-machined part. Please get to the bottom of this, please. This cost me a whole lot more then what I'm demanding in this matter. 
  
  
  Thank you for being thorough and patient 
  Sincerely,
  
  *********************

  Business response

  08/13/2024

  Manufacturers have specific requirements for labor claims to be filed, including having to have a copy of the original repair invoice and payment to a certified shop, a copy of an estimate or repair invoice for the additional install and payment to a certified shop, as well as the defective part. Claims can be filed for a part that fails within twelve months of the original install. We cannot assist the customer with a labor claim at this point and there is nothing further that we can do regarding this part failure. 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  O'Reilly Auto Parts ordered a set of coils and spark plugs for my 2006 ****** Maxima on 7-11-24. I picked them up at the store on 7-15-24. I took my car and the plugs and coils to ******************* to install. After the coils and plugs were installed, my mechanic called me and said the car was misfiring, etc something it had never done. Check engine light came on. Something that had never happened before. After examining the problem, my mechanic found that one of the newly purchased coils was bad. He removed it, put one of the old ones back in it's place, the car was running fine. I took the bad coil back to ********** to exchange for a good coil. They told me I would Have to bring back the six pack of coils I purchased to honor my warranty. I would have to pay my mechanic again to take the other five out, wait on the exchange, then pay my mechanic again to reinstall the six coils. I simply want them to just exchange the bad coil for a good coil so my mechanic can put it in. I should not have to pay for all this taking out of coil and to reinstall them again when it's ********** fault for giving me a defected coil in the first place. Please Help. Thank you, ***************************

  Customer response

  07/26/2024

  Please see attachments for additional information.

  Business response

  07/28/2024

  I called store 4593 at ******************************************************************************** spoke to Store Manager ******. Customer can bring in the defective part and store will warranty it for him. Store Manager verified part will need to be ordered and ordered it in. Part will be in 8/2, however if customer wants to see about having it sooner, he can call ***************** at ************** and she can see about ordering a single coil instead of the six pack. 

  Customer response

  07/29/2024

    I talked to the ****** , the manager of ******** and as you stated, she is willing to exchange the defected part I was given for a new part.

    I'll receive it on August 2. 

  I'm satisfied with her willingness to exchange the part. Thank you so much for your help.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  this business sold my phone number to scammers. they required my number because they sold me the totally wrong part! when I returned it, they demanded my number.

  Business response

  07/16/2024

  We do not sell customer information. We request a phone number for purchases and returns in order to track warranty information for the customer. I do show several purchases under this customer phone number as well as the return mentioned. The customer can view our Privacy Policy here *********************************************************************** and submit a request to have his accounts deleted if he meets the requirements and would like. 

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May of 2023, my wife and I purchased a battery from ********** autoparts as a replacement the one in her vehicle. Approximately 12 months later, my wife's car began to experience electrical issues, primarily regarding hard starts, no starts, and other electrical issues. This culminated in, 3 months ago, several instances where my wife was left stranded due to not being able to start her vehicle. When we were able to get the vehicle started on the last instance, I took her car to the ********** location to determine if the battery was still good. When tested, the battery showed as "good", but the issues continued to take place. Based on this result, she and I took it to the local dealership to see if was different issue causing our hard/no starts. Upon further diagnosis from the dealership, it was determined that the battery was the issue, providing us with a report showing it as "needs attention". We purchased a new battery from the dealership, which, as part of industry standards, recycled the battery with their core recycler. The battery we purchased from ********** was 18 months old with a 36 month warranty. When I contacted the store to see about a refund, they advised me that, without a battery, they could not test it or issue any refund. Seeing as the battery was responsibly disposed of in accordance with industry standards and that, at the time of purchase, was not mentioned or shown to us that the battery must be present for a warranty refund, I am requesting that ********** issue a refund for the amount that was paid for the Super Start battery as the battery we purchased was faultly, yet still passed the ********** battery test, left my wife stranded on several occassions, and lead to us needing to purchase a new battery during the warranty period that was applied to the Super Start battery. I have included the invoice of the new battery to show proof of purchase. For the ******** battery, it is tied to the cell number provided in the contact section.

  Business response

  07/12/2024

  In order for us to warranty return a battery, we would have to have the defective battery. We would need to be able to test the battery and return it to the manufacturer. If the customer can get the battery back from the dealership, we would be able to assist with looking into a warranty return. 

*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. ↩