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Business Profile

New Auto Parts

NAPA Auto Parts Headquarters

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Auto Parts.

Complaints

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

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NAPA Auto Parts Headquarters has 11 locations, listed below.

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    Customer Complaints Summary

    • 143 total complaints in the last 3 years.
    • 49 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/08/2025

      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.
      March 2023 I paid $219 + Tax, around $255 total for a battery. It has a 2 year warranty. The battery still is very new and was barley used. It failed recently so I took it back to the Napa Store at *************************************************************************************** and the employees said it needed to be charged for 45 minutes. We left the battery with them, came back an hour later, and they said it was charged and good to go. They also let us know we still had a month left on the 2 yr warranty. So we took it home and it still failed. So today, Feb 8, 2025, we took it back to the same Napa store and let the manager, who said his name is *****, know that it failed again. He put it on a teste, he lied and said it was fine, and refused to exchange it. My husband explained that it does not work and reminded him that we have a warranty. He was extremely rude, unprofessional, and hateful about it to my husband. So we took the battery to ********** down the street and it did in fact test bad. So this battery was clearly faulty and I am unclear why ***** felt he needed to lie or turn away from helping us with our warranty. That is fraudulent information and false advertisement.

      Business Response

      Date: 02/10/2025

      Hi Team,

      We have reached out to the customer, however, we only reached their voicemail. We left them message with our contact number requesting for them to call us back to resolve this case. 

      Thank you,

    • Initial Complaint

      Date:02/08/2025

      Type:Sales and Advertising 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.
      Sold me a part that was not in stock store refused to give me the part because it was 521 as apposed to 18 dollars l. The refuse to let me speak to manager to resolve

      Business Response

      Date: 02/10/2025

      Hi Team,

      We have reached out to the customer and got this case resolved.

      thank you,

    • Initial Complaint

      Date:02/04/2025

      Type:Product Issues
      Status:
      Unresolved
      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 husband went into the store and ordered 20 air hammers at $1.72 each. They had been mispriced online and my husband caught it. The manager said he would honor the 20 that my husband ordered at that price but he could not sell him anymore. His *** was 1-16-25. When it was time to pick up the items the store refuses to give them to him and tells him that he has to accept a refund. He doesn't want a refund he wants the 20 air hammers that he ordered and paid for.

      Business Response

      Date: 02/10/2025

      Hi Team,

      We are now in contact with the customer and currently investigating this case.

       

      Thank you,

       

      Customer Answer

      Date: 02/10/2025

       
      Complaint: 22894621

      I am rejecting this response because: A resolution has not been made.

      Sincerely,

      ******* ****

    • Initial Complaint

      Date:01/27/2025

      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.
      I bought a socket at napa on 3rd street that came with a lifetime warranty, it broke I tried to take it back to this store he told me I had to go back to ********** since I didn't have a receipt. I'm a mechanic with over 1000 tools if I had to have a receipt for every one I wouldn't worry about buying a tool that came with a lifetime warranty, and it doesn't state anywhere ive seen that's the requirement.

      Business Response

      Date: 03/05/2025

       

      Hello BBB Team, 

      We will reach out to the customer and assist in getting the part replaced.

      Thank you.

    • Initial Complaint

      Date:01/15/2025

      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.
      As the owners of a 2001 F150, my husband and I purchased a replacement motor through **** approximately two years ago. Following the failure of the initial engine, we replaced it with a new engine from Napa. Currently, we are facing the same issue, with our truck having been stationary at ****** Automotive in ***********, **, for over six months. Unfortunately, the mechanics are providing unsatisfactory solutions for replacing the second engine. We are seeking a new engine with a warranty or a full refund of approximately $7,000, which includes labor and engine costs, to enable us to procure another engine for our truck. We have contacted ****'s headquarters, and their solution specialist responded, stating that our mechanic at ****** Automotive was being uncooperative in providing necessary information. A prolonged phone conversation exceeding 20 minutes failed to yield a resolution, and we continue to experience difficulties in obtaining a satisfactory solution.

      Business Response

      Date: 01/23/2025

      Hi,

       

      Our team has contacted the customer about this case. We have provided her the email address to send the necessary documents to proceed with investigation of her case. Customer confirmed that she will have these documents sent to us by end of day today.

       

      Thank you,

      Customer Answer

      Date: 01/26/2025

      This information was sent to them, including the serial numbers for both the engine and the receipt for the first round of the engine; we did not receive a second receipt, as **** obtained it, due to the warranty.

      Business Response

      Date: 02/04/2025

      Hi Team,

      This case has been resolved. **** has asked the manufacturer of the engine to build a new engine for customers truck, to replace the defective one.Timeline of completion has been communicated to the customer and her mechanic. 

      Thank you,

    • Initial Complaint

      Date:01/11/2025

      Type:Sales and Advertising 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 was charged double the price for an auto part I specifically asked to be ********* I ended up paying $25 for a part the employee told me was $14 is upsetting. Along with that a car cleaning product I regularly buy at other retailers was sold to me obviously watered down and not the same product that should be in the container! I am partly to blame by having a trusting attitude when shopping in the store. I will never again trust any retailer to give me what was given in the past. It is now a cut throat world and customers will be taken advantage of at every opportunity. This particular **** store is very slow on business. **** is not the cheapest retailer in town and apparently my local store is desperate to stay in business. There is no other way to view my situation when I specifically asked for the "bottom dollar" part they had to choose from. The employee is responsible for letting me know the part is not what I asked for. I bought several items and trusted the store to give me what they quoted as the price. I am finished doing business with Napa.What should have been a total of $23.99 plus local tax turned into $35.14. It mainly is the principle. When retailers stop delivering the product that previously was given at the same location, it is time to sever relations with the business.

      Business Response

      Date: 01/16/2025

      Hi Team,

      we have reached out to the customer and have left a detailed message on their voicemail. We have sincerely apologized to him for having to go through that. We also asked him to call us back to verify his address, to send him a $25.00 ********* card, as our way of making it right by him. Well make this happen as soon as he returns our call.

       

      thank you,

       

    • Initial Complaint

      Date:01/07/2025

      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.
      Purchased floormat liners for my vehicle. They do not fit properly. I have attempted to return but the store is requiring a restocking fee and shipping costs. Their own policy states that defect items (improper fit) fill not be charged either.I contacted the store online, provided explanation and photos.

      Business Response

      Date: 01/15/2025

      Hi Team,

       

      we have contacted the customer and have confirmed that he has now received the refund. apologies for the delay in response.

       

      thank you,

    • Initial Complaint

      Date:12/28/2024

      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.
      On 05/24/23 I bought an alternator for my 2008 ****** Highlander then on 10/10/24 I was having problems with my car it would not start, and the mechanics came and diagnosed the problem as the alternator. I was staying in a hotel due to the Hurricane in a city that was close to ************, so I went to **** store to get another alternator that I would be able to get back to *********** I had to pay $349.87 for another alternator, so me and my family finally got home later that day. My mechanic here in ******** explained to me that the first alternator had a lifetime warranty and that they got me, which I did not know and no one in the store never mentioned this to me. When I came back to ********, I returned the core and they never told me about the lifetime warranty either. I went back over to the store to try to get a refund and they told me that I would have to get in touch with the Deerfield store which I did so after speaking to *****, He took the information and said that he would call the Clermont Store and call me back. A woman from the ********* store called me to let me know that I cannot get my money back and told me to call the Clermont store and speak to someone named ****. I spent over $600.00 on that day trying to get me and my disabled son home on that day. I would like to know if there a system that tracks your purchases if you are already in the system, that everyone would not have to go through what I am going through. Please help me get my money refunded. Thank You

      Business Response

      Date: 01/14/2025

      we have contacted the customer about this case and is working with her on the resolution. she will be issued check for the difference of the part she received and the amount she paid. we will contact the customer directly if anything is needed.

      Customer Answer

      Date: 03/17/2025

      I file a complaint to NAPA through BBB since November and was told by the lady that called me that she is going to return my money in about three weeks, some how I am still awaiting my refund. This lady also told me to go back to BBB and let them know that she spoke to me, which I did not planned to do until I see the return of my money. I have never had problems with a business like this until now. The Alternator I bought from **** had a lifetime warranty, but I had to pay for it when I went to have it replaced and was told that my money would be returned, but no money was never sent. I also had to send a copy of the invoice back to the person I spoke to and she confirmed that she received it, but up to this date I have not received my money. This is six months later. Please look into this matter for me. Thanks

      Business Response

      Date: 03/20/2025

      Hi Team,

      We will review this and reach out to the customer if necessary. 

       

      Thank you,

    • Initial Complaint

      Date:12/23/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      On 12/23 at 10:50am on S ************************************A Napa Auto Parts Employees was driving there ***** Silverado on the side of the road at full speed going to NAPA Auto Parts at ************************************************I called that Store and the worker seemed to be more concerned with getting my personal information then what was going on with his worker driving the company vehicle like ******* I'm interested to get a Follow-up because there's no reason why one of your workers has your vehicle driving that on public roads and possibly causing an accident. Then to have a worker more concerned why am I saying something about it other than the worker's actions.

      Business Response

      Date: 01/09/2025

      Customer has been contacted and this issue has been resolved.

      Customer Answer

      Date: 01/09/2025

       
      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,

      ******* ********

       

      I was contacted and was told they will personally take care of this. 

       

      Other then that yes everything is taken care of. I just don't see it as okay for a staff worker to use a company vehicle like that on public roads putting everyone's life's at risk.

    • Initial Complaint

      Date:12/17/2024

      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.
      Transaction date was 12/16/24. I brought a 7565 Legend in for testing. They asked me if I had charged it. I replied that I had tried two different battery chargers and could not get it to take a charge. They tested it and said it needed replaced. They brought up a new one and charged me $50 plus $15.26 sales tax. This battery, as stated online has a 2 year free replacement warranty. It was purchased new 5/30/23. Now I don't know where you went to school but where I went $65.26 isn't free. If it has a 2 year free replacement, why wasn't i able to walk out of the store with a free one, since it was within the two year warranty? The store was oakland Napa *************************************************************************** ************** Store number ********* Invoice #****** eInvoice# OMA00354****** ORIGINAL ITEM WAS PURCHASED ON 5/30/23 INVOICE ******

      Business Response

      Date: 12/19/2024

      Hello ****** *****,

      We are notified you have been assisted by our manager, ****** ****. Our team is working on issuing a check to the address you provided:

      ****************
      **********************

      Please let us know if you need additional assistance

      Thank you,

      NAPA CUSTOMER SUPPORT

      Customer Answer

      Date: 12/20/2024

      I accept the company's proposal to refund to me the amount in question. I would like for this case to remain open until such refund has been received. Thank you

      Business Response

      Date: 12/23/2024

      we have processed a check from the price difference that should take about 7-10 business days. Please allow more time based on Holidays.

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