Automotive Equipment Professionals

Initial Business Response /* (1000, 5, 2017/05/16) */
The starter was sent into the lab for testing and the lab stated that the unit may have failed due to improper use/installation. They assisted the customer with partial labor for the starter but not for the damages.
Initial Consumer Rebuttal...

/* (3000, 7, 2017/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I tried two of their starters, both failed, ruining my flywheel because they wouldn't mate up to my flywheel. which cost me four hundred dollars more to repair. the starters were both professionally installed.
Final Business Response /* (4000, 9, 2017/05/23) */
The starter was sent in to the lab for testing and the lab stated that the unit may have failed due to improper use/installation. They assisted the customer with the refund on the starter on 1/24/17 and partial labor for the starter but not for the damages. We are considering this matter closed.

We tried reaching out to the customer on 12/29/17 at 10:11am, 10:34am and 3:48am with no response. We reached out to the customer regarding this case as we were informed by one of our store managers that the customers vehicle has been repaired.

Initial Business Response /* (1000, 9, 2016/05/18) */
We do apologize for any inconvenience or problem that this matter may have caused MR. [redacted]. Our Policy on the back or our receipt states. "If a product fails during the warranty period stated on this receipt due to a defect in material or...

workmanship we will, at our option provide a replacement product or return." If the item is new and was not used and in resalable conditions when can then take it back. But if the item was used and or did not fix the problem with the vehicle then we cannot return it. That would not qualify for a warranty return since there is nothing wrong with the item.

Initial Business Response /* (1000, 13, 2016/10/17) */
A labor claim was filed with the manufacturer on 7-19-16. Testing by the manufacturer indicated the unit to be working properly and the claim was denied. Store stepped up and paid the claim of $40 that was submitted by the customer to the store...

on 8-30-16. An additional [redacted] check has been sent to the store on 10-7-16 to be presented to the customer to cover the addtional cost of the replacement unit. Today 10-17-16 the customer accepted the payment of [redacted] and stated this will satisfy her claim. We consider this matter closed.

We have received your letter in regards to ID [redacted].  We reached out to the customer and informed her that we would be getting this matter addressed on the rude and poor customer service she experienced by one of our team members.  We also informed the customer that she is more than...

welcome to return to shop at any O'Reilly Auto Parts store.  Customer stated that she will continue shopping at O'Reilly Auto Parts!  We are considering this case closed.

Initial Business Response /* (1000, 5, 2016/12/02) */
This issue has been forwarded to our District and Regional managers for a review and follow up.
Initial Consumer Rebuttal /* (3000, 7, 2016/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is why...

I said no. Got a call on my caller id. Caller North Carolina # XXX-XXX-XXXX on 12/02/16 @ 3:54 p.m. . No message was left. Looked it up on the internet. I was for O'Reilly Auto Parts. I guess it was the regional manager. It looks like they would have at least left a message. And why didn't they use their company name on the caller id ? It feels like I'm getting the classic run around.
Final Consumer Response /* (4200, 11, 2016/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On 12/5/16 at 3:38 and 3:51 p.m. I got called from XXX-XXX-XXXX. Caller id shows North Carolina. This is suppose to be O'reilly Auto Parts. As stated in my prior message they leave no message. I am all for getting the labor reimbursement for [redacted] I had already turned copies of my labor cost to the Lenoir O'reilly store number 1107. If they are having trouble contacting me, I would think they would have enough info to send a check. Plus a gift card for the inconvenience . I noticed a gift card wasn't mentioned in the response.
Final Business Response /* (4000, 9, 2016/12/07) */
Our District Manager attempted to contact the customer to address the issue and offer to cover the reimbursement for the labor but could not reach the customer. We will make a second attempt to contact the customer to resolve.

Initial Business Response /* (1000, 5, 2017/04/27) */
The district manager has contacted the customer and have came to an agreement. The check is on it's way to the store.

Initial Business Response /* (1000, 8, 2017/02/28) */
This matter has been dealt with internally. We have considered this case closed.

Initial Business Response /* (1000, 5, 2016/11/22) */
Both reports and pictures from [redacted] show foreign matter possibly from the intake not being cleaned causing detonation of the engine. Our District Manager is currently working with the customer to address this issue.
Initial...

Consumer Rebuttal /* (3000, 7, 2016/11/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the excuse they used on the first engine and now this one. My mechanic did good work installing the engine. If that was the reason for the failure,why did it take over 1000 miles to start engine problem on second engine.The so called foreign matter should have caused problems sooner.We could argue all day.the fact is [redacted] has not stood behind anything on both engines.The three year warranty seems to be worthless.
Final Business Response /* (4000, 9, 2016/11/23) */
Our District Manager is currently working with the customer to address this issue.

Initial Business Response /* (1000, 7, 2015/10/01) */
Our District Manager will be reaching out to the customer to offer and adjustment.

Initial Business Response /* (1000, 5, 2016/10/03) */
I reached out to this customer by voicemail to contact us so we can look into this claim.

Initial Business Response /* (1000, 5, 2016/09/13) */
This has been forwarded to our District and Regional managers for a review and follow up.

Initial Business Response /* (1000, 10, 2015/08/20) */
We appreciate the customer contacting O'Reilly Auto Parts regarding the purchases he made while he was a Team Member. We are glad to honor our warranties on the parts he has purchased. We have spoken with the customer and explained to him how...

warranties are handled for former Team Members. We consider this case concluded.

Initial Business Response /* (1000, 6, 2016/11/28) */
This concern has been forward to our District and Regional managers for a review and follow up.
Initial Consumer Rebuttal /* (2000, 8, 2016/11/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2017/01/06) */
We have reached out to our District Manager and will be contacting the customer to see how we can assist him.

Initial Business Response /* (1000, 5, 2017/05/23) */
After review this case, the customer has been assisted with the refund for the oil filter.

Initial Business Response /* (1000, 8, 2017/03/02) */
I have reached out to the customer 4 times through out the day of 2/28/17 with no response and her voice mail was full so I could not leave a message. I reached out to the customer on 3/2/17 and was able to leave a voice mail for her to reach...

out to us. Still no response.

Initial Business Response /* (1000, 10, 2016/07/20) */
We have contact Mr. [redacted] and have come to a solution. O'Reilly Auto Parts considers this matter closed.
Initial Consumer Rebuttal /* (2000, 12, 2016/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
they...

have finally offered me a full refund. so yes the matter is closed.

After reviewing this case a second time, our response is the same as the previous response.The team member had stated to the customer that the team member would order the correct one for the customer but the new rack & pinion would be a new unit, not a rebuilt one like the customer had originally purchased. The team member had stated to the customer that the customer would just have to pay the difference on the new rack & pinion. Original price on the new rack & pinion is $550. Our team member brought the price down to $400 and the customer would just need to pay the difference as the customer would have had credit for $312.99. The customer refused to pay the difference and requested a refund. We assisted the customer with a refund on 1/26/18. We are considering this case closed.

Initial Business Response /* (1000, 5, 2015/04/24) */
We have tried to contact the customer several times but have not been able to reach him. If the customer would give us a call at our O'Rewards Customer Satisfaction number X-XXX-XXX-XXXX we would be glad to assist the customer with this matter.