Subject: Formal Complaint – Incident at O’Reilly Auto Parts Store #5327 (Beville Rd) on September 15, 2025Dear O’Reilly Auto Parts Customer Service,I am writing to file a formal complaint regarding an alarming and unacceptable incident at your Beville Road location (Store #5327) on Sunday, September 15, 2025. This matter endangered my father—a 100% disabled Navy veteran with terminal prostate cancer—and caused significant stress and hardship for our family. I request immediate investigation and corrective action.BackgroundI have been incapacitated for four weeks with severe sciatica and back pain, making it impossible to replace our dead car battery myself. Reliable transportation is critical for my father’s medical care. AAA jump-started the car, and my father drove it directly to your store with both the vehicle and the old battery to ensure the correct match.Your staff sold us the wrong battery. When asked about installation, the employee falsely claimed the job was “too hard” for O’Reilly and that the air filter box would need to be removed. In truth, the procedure required only removing a single bracket bolt—a basic step on nearly every vehicle. Because of this incompetence, I was forced to install the battery myself despite my injury.Attempts to ResolveWhen I called the store, the employee was rude and refused to help. I then contacted customer service around 4:00 PM. Their only suggestion was for me to purchase a second battery online and wait for Instacart delivery—completely unworkable at that hour. As my father’s VA-registered caregiver, I cannot be left without a functioning vehicle.Escalation at the StoreI returned with the incorrect battery to resolve the matter personally. Anticipating problems, I recorded the encounter on video. Instead of addressing the issue, your employee escalated it:He argued rather than assist.He ordered another employee to photograph our vehicle, clearly to antagonize.He then called the police and falsely claimed I had threatened him.Filing a false police report is a serious offense. Such behavior placed both me and my veteran father at genuine risk of harm. We left before officers arrived (after waiting 15+ minutes) to protect our safety. I am now pursuing the official police statement to confirm exactly what was reported.Requested ActionsThis situation demonstrates severe failures in customer service, training, and professionalism. I demand the following:Immediate suspension of the employees involved pending investigation.Direct contact from the district manager and escalation to senior leadership, as I have heard nothing after four days.Full reimbursement for the incorrect battery, AAA service, and compensation for the unnecessary hardship caused.A written corrective action plan, including retraining on installation procedures and de-escalation.I have preserved video evidence and will share it publicly if this is not resolved. I am consulting with Morgan & Morgan regarding legal options for harassment, endangerment, and emotional distress. Formal complaints are also being filed with the Better Business Bureau, Yelp, Google, and the Florida Attorney General’s Office.O’Reilly Auto Parts has lost our business permanently due to this ordeal. What should have been a routine purchase turned into a threatening and dangerous experience. I expect immediate action and a written response within 10 business days.
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