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Business Profile

New Auto Parts

O'Reilly Auto Parts

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Auto Parts.

Important information

  • Customer Complaint:
    Better Business Bureau has received complaints against O'Reilly Auto Parts.  Complainants allege they were sold incorrect parts that subsequently damage a vehicle and the company failed to pay for consequential expenses such as hotel bills, difficulty obtaining a refund, and poor customer service. 

Complaints

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

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O'Reilly Auto Parts has 5335 locations, listed below.

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    Customer Complaints Summary

    • 263 total complaints in the last 3 years.
    • 71 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/18/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My name is *******, I purchased two front struts for my 07 Honda Odyssey from O'reilly in Oct. or November 2021 in Jacksonville Fl., had them installed at $80 per side. I traveled to Atlanta from Jacksonville and the struts made so much noise in route they couldn't have been new, I also witness when putting the struts in the trunk that the box had been taped close. I mentioned it to the service personnel which his answer was if you have any problems just bring them back. The problem with that answer is the money is spent once installed, so In December 2021 I went to O'reilly on 3910 Campbellton road in Atlanta and told them the issue I was having with the struts, they advised me to buy another pair which I did in exchange for the ones on the van and had them reinstalled which cost me another $70 per side. The mechanic shop manager told me about O'reilly labor warranty that I can claim. I return the struts and asked about the labor warranty which the employee at O'reilly told me to call corporate to file a claim. When I called corporate they told me that's not how it's done, so to say the lest corporate and its stores are confused on this matter. I talked to two different people at corporate, the manager at store, the district manager of the store with no resolution or even a call back to see how to remedy the issue with me. I feel this is unacceptable on every level for someone who spent over three hundred dollars on a defective part with no recourse from this company.

      Business Response

      Date: 06/02/2022

      Our customer ******* never provided shop statements to our store back when the struts were returned on 12/28/21 in order for our Atlanta, GA store to submit the proper labor claim. We no longer have the struts so we will not be able to submit a labor claim on behalf of our Customer *******. O'Reilly Auto Parts warranty does not cover any labor. We are considering this case closed.  

      Customer Answer

      Date: 06/03/2022

      Complaint: ********

      I am rejecting this response because:
      They never told me send them anything, they already had the invoice of my purchase 

      I spoke to the store manager which untrained and unaware of how to handle the claim, I spoke to the store district manager whom passed me off told me he was stocking the store at the time and never called me back to resolve my issues   I called corporate on four different occasions and they just didn’t wanna deal with it. Covid is over and people still don’t wanna work. I paid to have a job done twice because of a faulty part of Oreily’s and I want my hard earned money back that’s the bottom line. 


      Sincerely,

      ******* ****

      Business Response

      Date: 06/07/2022

      An invoice for the struts is not the only thing needed when submitting a labor claim on behalf of a customer. An invoice, the struts, first bill on first install of the struts and second repair bill for second install would have been the proper documentation we need to submit a labor claim. He no longer have the struts. O'Reilly Auto Parts warranty does not cover any labor. We are considering this case closed.  

    • Initial Complaint

      Date:05/16/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a battery from this in 2020 that came with a 2 year warranty, the battery stopped working in February 2021. This company is stating that the battery is over 2 years old, and they can not replace it with a new one. They claim to go by manufacturer date and not purchase date. This is unfair to customers to be offered a two year warranty on a battery that is already a year old at the time of purchase.

      Business Response

      Date: 05/25/2022

      Our customer purchased a ****** Super Start battery from us on 1/20/2020
      which came with a 2 year warranty from this date. Our customer was able to
      warranty replace the battery free of charge on 2/17/21 and 2/18/21. When a
      battery is replaced under the warranty free of charge, the warranty does not
      start over. The warranty continues off of the original proof of purchase. The
      warranty on this battery had ended on 1/20/22. We are considering this case
      closed.

    • Initial Complaint

      Date:05/16/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      in 02/20 i purchase battery for my vehicle after 3 days my car wont start i take the battery back to the store after the state they said the battery like fine i have warranty for two years they refuse to change it for about 3 times i have to go back i pay with credit card and 5/14/22 i go back to the store they test the battery and said is defected battery .they know in the beginning when i purchase it is no good i call the customer service on 5/16/2022 they refuse to solve the problem and even they can not find the transaction they are fraud the delete all my information from their system

      Business Response

      Date: 05/25/2022

      Our customer did contact us on 5/25/22. We were not able to locate a receipt for a 65PRMJ battery under our customers account from 2/2020. This battery comes with a 2 year warranty and warranty would have been over on 2/2022. There is no way for our stores to delete a receipt from an account. We are considering this case closed. 

    • Initial Complaint

      Date:05/05/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      O'Reilly Auto Parts in Boaz, AL Store number **** Date:06/12/2020 Bought an A/C compressor for my car. At the time of purchase the employee took it upon himself to put me under a company that I have never worked for, and that in turn gave a discount on the part. Said employee also said it came with a life time warranty. Fast forward 1 year and 10 months need to replace said compressor. Called the store I bought it from and asked about the warranty. Normal chit chat about make model and year of the car. Was told it was still under warranty and it would be here in a few days (I called Sunday and they said Tuesday) I go in after having taken off the compressor and was told not only it wasn't there but the store manager sent a text to his employees that they would not cover the item because a kit wasn't purchased. At no point was the kit mentioned. Only thing mentioned was the fact it had a lifetime warranty. I tried to go through the company and settle this however the district manager was not listening or providing actual help but defending his manager. And said I'll give you a discount on the item $485 is not even a discount, that is just a slap in the face.

      Business Response

      Date: 05/12/2022

      In order to qualify for the available two-year limited warranty on the compressor, both the manufacturer and O'Reilly Auto Parts require the receiver drier or accumulator and expansion valve or orifice tube be replaced at the time the compressor is installed, as well as the A/C system flushed or an in-line filter installed by a licensed A/C technician and repair facility. We require proof of purchase of the above referenced items and service, without this documentation our compressors carry no warranty. ****** does not have the proper documentation's for us to move forward and assist with a warranty replacement. Our District Manager did speak with ****** on 5/5/22 informing ****** that his ac compressor is not under a warranty and we would not be able to warranty replace the ac compressor. We are considering this case closed. 

      Customer Answer

      Date: 05/13/2022

      Complaint: ********


      I am rejecting this response because: due to the fact of lack of training the sales person neglected to inform me or my wife of that policy. So, in other words, they don't stand behind their products nor do they perform proper training on these items ie: warranty explanations for customers, and employees. Was told time and time again "it has a life time warranty" but when it's time to replace said item it's "oh no you have to do 5 extra steps spend 500 more dollars to get the warranty". None of those steps were discussed to myself, when ordering the part over the phone, nor to my wife, who picked up the part from the business. She was told "it has a lifetime warranty"




      Sincerely,


      ****** *****

    • Initial Complaint

      Date:05/02/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      ******** Auto Part Store-- Sold me a bad battery. The battery was for my motor cycle. (....) put the battery in my motor cycle. 

       

      Now I'm out ninety one dollars. 

      Business Response

      Date: 05/06/2022

      We contacted ***** on 5/6/22 at 10:01 AM CT to no avail. We left a voicemail with a call back number.  

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

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