Initial Business Response /* (4000, 7, 2017/01/06) */
After review we have determined that Family Auto Service Center received every single part that was billed to them and failed to pay his accountO'Reilly Auto Parts has written off $and has not paid his account since June of At
this time we are unable to assist him with any type of warranty until it is paid in fullO'Reilly Auto Parts considers this matter closed
Initial Business Response /* (1000, 8, 2017/03/03) */
The customer contacted the store months after the battery was purchasedWe have recommended the customer to visit a mechanic to provide a statement from the mechanic stating that the battery was installed incorrect but the customer has not
provided that statement
Initial Consumer Rebuttal /* (3000, 11, 2017/03/08) */
*** ***
O'Reilly Auto Parts
*** S*** ***
*** LA XXXXX
Fax - XXX-XXX-XXXX
Dear ***
Re: Improper Battery Installation
On Sunday, July 31, 2016, I (purchased and had a car battery installed at your location which I have done in times past without any incidentUnfortunately, the employee that installed my battery did not secure the battery
On Wednesday, November 23, while driving I noticed a burning smell and asked my husband to look intoImmediately when he opened the hood of my truck, the source of the smell was evidentThe battery was leaking! The car battery was not properly secured, the securing brackets were moved and burningMy husband returned the vehicle to your store at which time he showed the damage to *** and was given a new battery
It was our hope replacing and properly securing a new battery would rectify the problemUnfortunately it did notMy truck did not start again and was towed on December 01, to *** Auto ServiceI have been without a vehicle for more than a month
I am disappointed because I have always purchased my car batteries and had them installed at your locationI was completely flustered to realize the amount of damaged caused to my vehicle and the amount of inconvenience I have experienced
As discussed with my husband enclosed are the mechanic's invoice which details the source of the damageTo resolve the problem, I would appreciate a full refund
I look forward to your reply and a resolutionPlease contact me or my husband at the below by phone at *** or XXX-XXX-XXXX
Sincerely,
Final Consumer Response /* (4200, 18, 2017/03/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Licensed mechanic indicted the damage caused to vehicle was due to battery acidThe battery was installed BR OReillyThe employee that incorrectly installed the battery and the employee that viewed the battery indicating it was improperly installed have since left the companyManagement has never viewed the damage nor spoken to meI've unsuccessfully attempted to reach the district manager to no availOReilly has not attempted to resolve this issue they have simply shift blame
Final Business Response /* (4000, 20, 2017/03/31) */
After reviewing the customers request for reimbursement for repairsWe have concluded that we will not be able to assist with this claim
Initial Business Response /* (1000, 5, 2016/07/19) */
I reached out to *** and explained the issueThe Wiper Blades he left with are a higher grade wiper blade and had a higher purchase priceThe second bill he paid was the difference between the first set he bought and the set he left with
*** stated to me he understood where the misunderstanding was and thanked me for giving him a call
Initial Consumer Rebuttal /* (2000, 7, 2016/07/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Apparently there was confusion on the difference in price and how it was documented on the receiptApparently the price I paid for the items that would acually work is double the amount of what I originally choseThe documentation is confusing like I said but apparently I have the correct items
Initial Business Response /* (1000, 5, 2016/12/12) */
Our Products are boxed by the manufacturer not O'Reilly Auto Parts. If the customer will provide the store they were purchased from as well as the invoice number from the purchase I will gladly forward the concern to our District and Regional...
Initial Business Response /* (1000, 9, 2016/08/10) */
This customer contacted us on 8-2-16. Our District Manager addressed this issue with him. The alleged incident happened four years ago and the customer did not contact us at the time. We advised him if he would brought it to our attention at the...
time we could have assisted him but too much time has passed ** declare that this was the result of anything we did. At that point the customer became confrontational with our District Manager on the phone cursing and swearing. We will not be replacing the rotors for this customer and consider this matter closed.
Initial Consumer Rebuttal /* (3000, 11, 2016/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
oreillys district manager lied,this is my back up automobile rarely driven.2000 miles or less since they turned the rotors. I told him ipurchased new ones from auto zone he became upset and told me he hopes I enjoy my new rotors from auto zone.the fact remains that oreillys damaged my rotors by turning them below dot specks which is a saftey hazzard. this they done to 68 year old handicaped person im sure they have a recording of the phone call if you listen to it you will hear what he offered / nothing
Final Business Response /* (4000, 13, 2016/08/15) */
We will not be replacing the rotors for this customer and consider this matter closed.
Initial Business Response /* (1000, 10, 2015/07/22) */
We apologize for any inconvenience or problem that this matter has caused Ms.[redacted]. After reviewing the matter in the interest of good will District Manager [redacted] has agreed to reimburse Ms. [redacted] for her labor claim. She will be...
contacted by our store manager to pick up her check when it arrives at our store located on 255 S Rancho Santa Fe Rd, San Marcos, CA 92078.
Initial Business Response /* (1000, 10, 2015/08/13) */
We have made several attempts to get in contact with the customer regarding this matter, but have been unsuccessful in reaching him at the provided phone number. Since we are unable to identify the original receipt of purchase, we ask if the...
customer would please give our Customer Satisfaction a call at 1-800-755-6759 and ask [redacted] in regards to the matter.
Initial Business Response /* (1000, 14, 2017/02/15) */
The customer was able to go to the store on 1/9/17 to return the battery for a refund of $134.48. We are considering this case closed.
Final Business Response /* (1000, 21, 2017/03/01) */
The customer has received a refund for the battery....
Complaint: [redacted]
I am rejecting this response because: The O'reilly parts salesman offered to order the NEW part. I never told him to do that. He also stated that it was more costly, but I wouldn't have to pay any more for it. I would have never agreed to put a $500 plus part on a truck that has an average value of $765. I didn't ask for or expect this from O'reilly's. It was all his idea. I was to pay NOTHING EXTRA. That was [redacted]'s statement to me. If he would have told me I would have to pay more that would have been the end of it right then. I waited 2 or 3 more days with no truck then he pulled the extra charge deal. Not good business practice in my opinion. If he told his manager that I was advised that I would have to pay extra, he lied to his manager.
Sincerely,
[redacted]
Initial Business Response /* (1000, 14, 2017/02/15) */
I have reached out to the customer on 2/14/17 and 2/15/17 and have been unable to speak with the customer. I left 2 voice-mails for the customer on 2/14/17 and 2/15/17 stating if they would please contact me back and has not responded.
Initial Business Response /* (1000, 5, 2015/04/30) */
We spoke with the customer and will be sending the customer a ** coupon.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/01) */
Revdex.com Comment - The consumer called the Revdex.com and stated the matter has been resolved.
Initial Business Response /* (1000, 10, 2015/05/12) */
O'Reilly Auto Parts has reviewed the case and determined that we will issue a full refund to the customer. In the interest of goodwill we have agreed to refund in the amount of $ [redacted] We have left the customer a voice mail instructing him to...
return to the store located on [redacted] Eagle Rock Boulevard, Los Angeles, California with the fan clutch tool and his receipt and speak with Store Manger Ofelia Romero (XXX) XXX-XXXX. We consider this issue resolved.
Initial Consumer Rebuttal /* (2000, 12, 2015/05/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They gave me a refund, that was all I asked for
Thank You
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2016/05/02) */
This issue has been forwarded to our District Manager for a review and follow up with the customer, Thanks.
Initial Consumer Rebuttal /* (2000, 7, 2016/05/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 10, 2016/07/26) */
I have forwarded this issue to our Store and District Managers for a review and follow up with the customer, Thanks.
Initial Consumer Rebuttal /* (3000, 12, 2016/07/26) */
(The consumer indicated he/she DID NOT accept the response from the...
business.)
red tape run around just like any big company nothing will ever be done it will surprise me if it is
Final Business Response /* (4000, 14, 2016/07/27) */
I have forwarded this issue to our Store and District Managers for a review and follow up with the customer, Thanks.
Initial Business Response /* (1000, 5, 2016/09/13) */
Dear [redacted], When you called and ordered this part from us our Healdsburg store had to order the part from the Windsor store. When a stock transfer is done one store will bill the other store for the part and transfer the part. On invoice...
XXXX-XXXXXX the Windsor store was billed by the Healdsburg store for a Ball Joint in the amount of $31.16. When [redacted] came and picked up the part our team member thought the transfer ticket was your bill ticket but it was not. The part left the store without being paid for and this is a mistake on our part. If you can provide us proof from bank statement or a copy of the invoice that shows we billed yo for the part I would be more than happy to refund you for the part. Every purchase from our store will have an invoice and there is no record of this part being sold to a customer that day, only the record where the healdsburg store billed our windsor store for the part for $31.16. We are sorry for the mix up and we appreciate you taking the time to reach out to us.
Sincerely,
[redacted] Auto Parts
Customer Satisfaction
X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2016/09/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Had the correct part been tendered at the time of [redacted] going in the store, none of this would have happened. You SOLD us the incorrect part. We do not have a receipt because we were not tendered one. We were handed a stock transfer paper. She believed that was her receipt after She paid CASH for this item - that you claim had no sale. Yes. Your records may not show, but again, had it been done correctly it would have. Not only were we sold the wrong part but once we had to come back two days later and buy the correct part again our part just so happened to be sitting in the back which yes, [redacted] purchased with Visa.
The person who incorrectly took care of [redacted] should be held accountable. MISTAKE NUMBER ONE; WE WERE HANDED THE PART TO BEGIN WITH. If the team member thought the transfer was out bill ticket, and charged her, where did that cash go? She did not just talk out of the store with out paying for a part again. The part we were handed comes from behind the counter? And what your employee willingly let her walk out? With out paying? I find that hard to believe and clearly doesn't make any sense. Again this is the employees fault. We put trust into these parts guys to hand over the correct items. The part we were handed and paid for was for a Chevy, we do not even own a Chevy. What good would walking out with that do for me?
Defamation of character against [redacted] in stating she stole something. Do you have video surveillance? I would love to pull up the date of August 20th, so we can see what happened.
Had this manger handled the situation properly, guests wouldn't be so upset. Taking over them and ranting like a child yes people will get aggrivated. Own up to the fact that yes, there very well is a chance that your team messed up the sale, But here we are and now my family is being held accountable, blamed, and bashed.
Initial Business Response /* (4000, 7, 2017/01/06) */
After review we have determined that Family Auto Service Center received every single part that was billed to them and failed to pay his accountO'Reilly Auto Parts has written off $and has not paid his account since June of At
this time we are unable to assist him with any type of warranty until it is paid in fullO'Reilly Auto Parts considers this matter closed
Initial Business Response /* (1000, 5, 2016/08/26) */
This concern has been forwarded to our District and Regional managers for a review and follow up
Initial Business Response /* (1000, 8, 2017/03/03) */
The customer contacted the store months after the battery was purchasedWe have recommended the customer to visit a mechanic to provide a statement from the mechanic stating that the battery was installed incorrect but the customer has not
provided that statement
Initial Consumer Rebuttal /* (3000, 11, 2017/03/08) */
*** ***
O'Reilly Auto Parts
*** S*** ***
*** LA XXXXX
Fax - XXX-XXX-XXXX
Dear ***
Re: Improper Battery Installation
On Sunday, July 31, 2016, I (purchased and had a car battery installed at your location which I have done in times past without any incidentUnfortunately, the employee that installed my battery did not secure the battery
On Wednesday, November 23, while driving I noticed a burning smell and asked my husband to look intoImmediately when he opened the hood of my truck, the source of the smell was evidentThe battery was leaking! The car battery was not properly secured, the securing brackets were moved and burningMy husband returned the vehicle to your store at which time he showed the damage to *** and was given a new battery
It was our hope replacing and properly securing a new battery would rectify the problemUnfortunately it did notMy truck did not start again and was towed on December 01, to *** Auto ServiceI have been without a vehicle for more than a month
I am disappointed because I have always purchased my car batteries and had them installed at your locationI was completely flustered to realize the amount of damaged caused to my vehicle and the amount of inconvenience I have experienced
As discussed with my husband enclosed are the mechanic's invoice which details the source of the damageTo resolve the problem, I would appreciate a full refund
I look forward to your reply and a resolutionPlease contact me or my husband at the below by phone at *** or XXX-XXX-XXXX
Sincerely,
Final Consumer Response /* (4200, 18, 2017/03/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Licensed mechanic indicted the damage caused to vehicle was due to battery acidThe battery was installed BR OReillyThe employee that incorrectly installed the battery and the employee that viewed the battery indicating it was improperly installed have since left the companyManagement has never viewed the damage nor spoken to meI've unsuccessfully attempted to reach the district manager to no availOReilly has not attempted to resolve this issue they have simply shift blame
Final Business Response /* (4000, 20, 2017/03/31) */
After reviewing the customers request for reimbursement for repairsWe have concluded that we will not be able to assist with this claim
We have reached out to the customer and are assisting the customer with his desired resolutionWe are considering this case closed
We contacted the customer on 2/22/at 4:21pm and were able to resolve this matterWe are considering this case closed
Initial Business Response /* (1000, 5, 2016/07/19) */
I reached out to *** and explained the issueThe Wiper Blades he left with are a higher grade wiper blade and had a higher purchase priceThe second bill he paid was the difference between the first set he bought and the set he left with
*** stated to me he understood where the misunderstanding was and thanked me for giving him a call
Initial Consumer Rebuttal /* (2000, 7, 2016/07/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Apparently there was confusion on the difference in price and how it was documented on the receiptApparently the price I paid for the items that would acually work is double the amount of what I originally choseThe documentation is confusing like I said but apparently I have the correct items
Initial Business Response /* (1000, 5, 2016/12/12) */
Our Products are boxed by the manufacturer not O'Reilly Auto Parts. If the customer will provide the store they were purchased from as well as the invoice number from the purchase I will gladly forward the concern to our District and Regional...
managers for a review and follow up.
Initial Business Response /* (1000, 9, 2016/08/10) */
This customer contacted us on 8-2-16. Our District Manager addressed this issue with him. The alleged incident happened four years ago and the customer did not contact us at the time. We advised him if he would brought it to our attention at the...
time we could have assisted him but too much time has passed ** declare that this was the result of anything we did. At that point the customer became confrontational with our District Manager on the phone cursing and swearing. We will not be replacing the rotors for this customer and consider this matter closed.
Initial Consumer Rebuttal /* (3000, 11, 2016/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
oreillys district manager lied,this is my back up automobile rarely driven.2000 miles or less since they turned the rotors. I told him ipurchased new ones from auto zone he became upset and told me he hopes I enjoy my new rotors from auto zone.the fact remains that oreillys damaged my rotors by turning them below dot specks which is a saftey hazzard. this they done to 68 year old handicaped person im sure they have a recording of the phone call if you listen to it you will hear what he offered / nothing
Final Business Response /* (4000, 13, 2016/08/15) */
We will not be replacing the rotors for this customer and consider this matter closed.
Initial Business Response /* (1000, 10, 2015/07/22) */
We apologize for any inconvenience or problem that this matter has caused Ms.[redacted]. After reviewing the matter in the interest of good will District Manager [redacted] has agreed to reimburse Ms. [redacted] for her labor claim. She will be...
contacted by our store manager to pick up her check when it arrives at our store located on 255 S Rancho Santa Fe Rd, San Marcos, CA 92078.
Initial Business Response /* (1000, 10, 2015/08/13) */
We have made several attempts to get in contact with the customer regarding this matter, but have been unsuccessful in reaching him at the provided phone number. Since we are unable to identify the original receipt of purchase, we ask if the...
customer would please give our Customer Satisfaction a call at 1-800-755-6759 and ask [redacted] in regards to the matter.
Initial Business Response /* (1000, 14, 2017/02/15) */
The customer was able to go to the store on 1/9/17 to return the battery for a refund of $134.48. We are considering this case closed.
Final Business Response /* (1000, 21, 2017/03/01) */
The customer has received a refund for the battery....
We are considering this case closed.
Complaint: [redacted]
I am rejecting this response because: The O'reilly parts salesman offered to order the NEW part. I never told him to do that. He also stated that it was more costly, but I wouldn't have to pay any more for it. I would have never agreed to put a $500 plus part on a truck that has an average value of $765. I didn't ask for or expect this from O'reilly's. It was all his idea. I was to pay NOTHING EXTRA. That was [redacted]'s statement to me. If he would have told me I would have to pay more that would have been the end of it right then. I waited 2 or 3 more days with no truck then he pulled the extra charge deal. Not good business practice in my opinion. If he told his manager that I was advised that I would have to pay extra, he lied to his manager.
Sincerely,
[redacted]
Initial Business Response /* (1000, 14, 2017/02/15) */
I have reached out to the customer on 2/14/17 and 2/15/17 and have been unable to speak with the customer. I left 2 voice-mails for the customer on 2/14/17 and 2/15/17 stating if they would please contact me back and has not responded.
Initial Business Response /* (1000, 5, 2015/04/30) */
We spoke with the customer and will be sending the customer a ** coupon.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/01) */
Revdex.com Comment - The consumer called the Revdex.com and stated the matter has been resolved.
Initial Business Response /* (1000, 10, 2015/05/12) */
O'Reilly Auto Parts has reviewed the case and determined that we will issue a full refund to the customer. In the interest of goodwill we have agreed to refund in the amount of $ [redacted] We have left the customer a voice mail instructing him to...
return to the store located on [redacted] Eagle Rock Boulevard, Los Angeles, California with the fan clutch tool and his receipt and speak with Store Manger Ofelia Romero (XXX) XXX-XXXX. We consider this issue resolved.
Initial Consumer Rebuttal /* (2000, 12, 2015/05/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They gave me a refund, that was all I asked for
Thank You
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2016/08/29) */
The coupon has been reissued today and will appear in his Email next Monday afternoon, Thanks.
Initial Business Response /* (1000, 5, 2016/05/02) */
This issue has been forwarded to our District Manager for a review and follow up with the customer, Thanks.
Initial Consumer Rebuttal /* (2000, 7, 2016/05/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 10, 2016/07/26) */
I have forwarded this issue to our Store and District Managers for a review and follow up with the customer, Thanks.
Initial Consumer Rebuttal /* (3000, 12, 2016/07/26) */
(The consumer indicated he/she DID NOT accept the response from the...
business.)
red tape run around just like any big company nothing will ever be done it will surprise me if it is
Final Business Response /* (4000, 14, 2016/07/27) */
I have forwarded this issue to our Store and District Managers for a review and follow up with the customer, Thanks.
Initial Business Response /* (1000, 5, 2016/09/13) */
Dear [redacted], When you called and ordered this part from us our Healdsburg store had to order the part from the Windsor store. When a stock transfer is done one store will bill the other store for the part and transfer the part. On invoice...
XXXX-XXXXXX the Windsor store was billed by the Healdsburg store for a Ball Joint in the amount of $31.16. When [redacted] came and picked up the part our team member thought the transfer ticket was your bill ticket but it was not. The part left the store without being paid for and this is a mistake on our part. If you can provide us proof from bank statement or a copy of the invoice that shows we billed yo for the part I would be more than happy to refund you for the part. Every purchase from our store will have an invoice and there is no record of this part being sold to a customer that day, only the record where the healdsburg store billed our windsor store for the part for $31.16. We are sorry for the mix up and we appreciate you taking the time to reach out to us.
Sincerely,
[redacted] Auto Parts
Customer Satisfaction
X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2016/09/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Had the correct part been tendered at the time of [redacted] going in the store, none of this would have happened. You SOLD us the incorrect part. We do not have a receipt because we were not tendered one. We were handed a stock transfer paper. She believed that was her receipt after She paid CASH for this item - that you claim had no sale. Yes. Your records may not show, but again, had it been done correctly it would have. Not only were we sold the wrong part but once we had to come back two days later and buy the correct part again our part just so happened to be sitting in the back which yes, [redacted] purchased with Visa.
The person who incorrectly took care of [redacted] should be held accountable. MISTAKE NUMBER ONE; WE WERE HANDED THE PART TO BEGIN WITH. If the team member thought the transfer was out bill ticket, and charged her, where did that cash go? She did not just talk out of the store with out paying for a part again. The part we were handed comes from behind the counter? And what your employee willingly let her walk out? With out paying? I find that hard to believe and clearly doesn't make any sense. Again this is the employees fault. We put trust into these parts guys to hand over the correct items. The part we were handed and paid for was for a Chevy, we do not even own a Chevy. What good would walking out with that do for me?
Defamation of character against [redacted] in stating she stole something. Do you have video surveillance? I would love to pull up the date of August 20th, so we can see what happened.
Had this manger handled the situation properly, guests wouldn't be so upset. Taking over them and ranting like a child yes people will get aggrivated. Own up to the fact that yes, there very well is a chance that your team messed up the sale, But here we are and now my family is being held accountable, blamed, and bashed.