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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

    • 141 total complaints in the last 3 years.
    • 48 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:08/28/2024

      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.
      Complaint taken over phone by H363137**3238313831H representative BA Consumer purchased four fittings #****. The price for each fitting is $15.68. He tried to return 2 of them - 2 of them worked and 2 of them didn&#**;t work. He didn&#**;t want a refund, he wanted an exchange for the fittings that didn&#**;t work. The clerk said it was the consumer&#**;s fault they didn&#**;t work and wouldn&#**;t exchange them. He had his receipt with him. He tried to call the headquarters location but the phone would ring and then hang up.

      Business Response

      Date: 09/05/2024

      In an effort to assist with this request, we require additional information.

      The customer will need to provide us with the below information:

      - address, city, state of store that denied return

      - copy of invoice from purchase of the fittings 

      We look forward to helping resolve this request as soon as the required information is provided.

      Thank you, 

      NAPA Customer Support

    • Initial Complaint

      Date:07/30/2024

      Type:Order 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.
      Hello I was recently in a accident with one of your delivery vehicle driver named *************************** on 7/19/2024 about 735am He ran the red light on s ******* and ********* intersection I finally was able to obtain all the necessary paperwork to find I have to pay $144 cash to ******* towing to be able to remove my belongings so they advised me to contact your insurance to see about a reimbursement on the fees I pay out of pocket for my personal belongings So I contacted your insurance company the ********************** policy is ( S *******) And their phone is ************* If you could please contact me with any kind of updates please contact me at ************* **************************** *************************** **************************** Thank you for your time

      Business Response

      Date: 08/13/2024

      After reviewing this submission, we are able to confirm that the employee involved in the accident is not employed by NAPA Auto Parts. **************** works for an independently owned and operated NAPA store out of ***************, IN in which NAPA Auto Parts does not have ownership or managing authority over. The auto insurance policy referenced in this complaint is maintained and held by the independent owner of this business and not associated with NAPA Auto Parts. 

      We have spoken to the store owner regarding this incident. He has confirmed that he is aware of the accident, and it is currently being handled by the insurance companies. We encourage the customer to continue to contact the insurance company directly for updates/resolutions. 

      Thank you, 

      NAPA Customer Support

      Customer Answer

      Date: 08/15/2024

       
      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,

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

    • Initial Complaint

      Date:07/26/2024

      Type:Delivery 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.
      Attempted to make a purchase of 3 items on NAPAonline.com website. All shown as available for both "delivery to store for local pickup" and "delivery to home".2 front rotors, part #: NB ******** 1 brake pads, part #: PSG SG9626X -Website showed availability for all when added to the shopping cart.-Shopping cart showed total prices for all products -Checkout process then changed the status of the rotors to "only 1 available"-I re-verified the single unit availability with all stores in my area (5 or more) via the website. Only 1 item was available at each of the stores.-The issue: - An online ordering discount of 20% was offered using "CLEANUP" if your order was $125+more.-Not being able to purchase both rotors on a single order prevented me from qualifying for that discount, so I added a smaller product to the order to meet the $125 price limit.Issue: Immediately after placing this order, I placed a 2nd order of that same rotor with no error nor issues, however, there was no option for the 20% discount.-Bottom line: Due to the website creating non-verifiable constraints on my order, I was prevented from utilizing the 20% discount on all products that I purchased.-If the quantity of available units was only 1, then I should have not been able to order a second unit in a different order. (at full price)-If the quantity of available units was 2 or more, then I should have been able to order both on a single order and take full advantage of the advertised discount (20%... Approximately $13.00 for this one brake rotor)-It is my belief that the **** website is intentionally creating "roadblocks" that prevent customers from realizing published marketing/discounts. If not intentional, the result is the same... failure to meet their own published discounts via misleading or other unethical sales tactics.-Modifications should be made to NAPAonline.com to prevent these issues from occurring.I am owed $13.00 due to the inability to utilize the 20% discount.

      Business Response

      Date: 07/30/2024

      A $13.00 credit has been applied to the customer's original form of payment for the inconvenience caused by items showing out of stock on NAPA Online. The credit issued will show on the customer's statement within 7-10 business days, depending on their bank or credit card company. 

      Thank you, 

      NAPA Customer Support

    • Initial Complaint

      Date:07/26/2024

      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.
      Dear Napa Auto Parts Customer Service,I am writing to express my displeasure and frustration with a recent experience involving warranty work on my vehicle. Less than a month ago, I had a new engine installed at one of your ************** Centers. Shortly thereafter, I discovered a significant leak coming from the front of the engine. Concerned, I took my vehicle to another ************** Center to address the issue under warranty.To my dismay, I was informed that I would be responsible for paying an additional $531.81 because this ************** Center's pricing guide is different. Napa Auto Parts is only covering $1099.41 out of the total $1631.28 cost for the warranty work, leaving me to bear the difference.I find this situation highly unfair and unacceptable. The engine was installed incorrectly by a ************** Center, leading to the leak and the need for further repairs. As a loyal customer, I trusted Napa Auto ******************** to provide reliable service and honor the warranty without placing an additional financial burden on me due to discrepancies in pricing between your service centers.I kindly request that you review my case and cover the full cost of the warranty work. It is unreasonable to expect me to pay nearly $600 for an error that was not my fault. I believe that Napa Auto Parts should take responsibility for the incorrect installation and ensure that I am not penalized for an issue caused by your service center.Thank you for your attention to this matter. I look forward to a prompt and fair resolution.

      Business Response

      Date: 07/30/2024

      A representative from Sonsio, the company that issues the Peace of Mind warranty on NAPA parts, will contact the customer directly to discuss the claim and work towards resolution.

      Thank you, 

      NAPA Customer Support

       

    • Initial Complaint

      Date:07/24/2024

      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.
      Ordered to brake calipers from NAPA online they charged me 40 dollars per one 80 total core charge. Tried to take back to local Napa for core return. They said they dont take return cores from online orders have to send back thru mail. There was no warning given when ordering them, If had been would not have ordered from them. There was also no return label printed or in box. This should be dne automatic if have to return by mail should be warning given and return label in order. To me this is fraud cause they know m,ost people will say forget it and they get to keep core charge $99.99 x2 $59.99 /eachx2 + $40.00 core /each x 2

      Business Response

      Date: 07/26/2024

      NAPA's online return policy states that participating stores will accept and process returns and exchanges from NAPAonline ship-to-home orders. Unfortunately, the store that the customer visited is not a participating location. The return policy also includes a link to participating stores that do accept returns and exchanges. Unfortunately, the **********, ** location that the customer visited is not listed as a participating location.

      The customer has received a return label and sent the cores back to one of our NAPA distribution centers. The anticipated arrival of these cores is Monday, 7/29. The core return will be issued upon receiving. 

      Thank you, 

      NAPA Customer Support

    • Initial Complaint

      Date:07/24/2024

      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.
      I want in to buy a part around 3 pm and the front counter was very empty. I had to wait for 15 minutes for someone to come help. Then had to wait to wait 30 minutes for the part to be found and come back to by told they don't have it in stock. So I was this is not you have someone waiting for a part. There was this very big gets up and walks over to me ask do I have a problem. I told him yes. He said we can solve it right now. He started yelling at me and cussing at me. Then told me to leave and never come back to the store or he would called the police. When he was yelling it me he was saying he would wroop my **** and call me racist names. I asked to speak to the Manager and told her is the Assistant manager and that he runs his store that way. You don't like it then do something or leave.

      Business Response

      Date: 07/26/2024

      We are sorry to hear about your experience. In order to look into this further, we require a few additional details that you have not provided.

      Can you please reply with the address to the store that you visited so we can ensure we are addressing the correct one? Thank you.

      NAPA Customer Support

      Business Response

      Date: 08/08/2024

      We were able to reach ************ and send him a replacement gift card. He accepted the replacement and we closed the case.

      Thank you, 

      NAPA Customer Support

    • Initial Complaint

      Date:07/24/2024

      Type:Product Issues
      Status:
      Unanswered
      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 had a old gift card & tried to use it for parts, manager stated the mag strip was bad, contacted corp for a fix several times, they requested pics of the card which i sent, got a email back stating they have not received a response and closing the case

    • Initial Complaint

      Date:07/12/2024

      Type:Delivery 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.
      Overcharged on an online order in the sum of $12.03,want refund.order was $240.73 taxes included, charged me $252.76 on credit card.

      Business Response

      Date: 07/12/2024

      After reviewing the customer's purchase and charge, we can confirm that the final amount charged was $240.73. Proof of final charge is attached from both our ordering screen and payment processing screen. 

      As stated on our website during the checkout process, NAPA holds an extra 5% tax on all BOPIS orders in the case of higher local tax than what is calculated online. We have included a screenshot of where this is displayed on our website when a customer is completing the check-out process. Once the charge is processed at the store upon picking up the product, the correct amount is charged and the higher amount that *** reflect on the customers statement is a pending charge. How long the pending charge remains depends on the customer's bank or credit card issuer. 

      Again, we can confirm that $240.73 was the final amount charged for this customer and his bank/card statement should reflect the accurate charge once the issuer drops the pending charge. 

      Thank you, 

      NAPA Customer Support 

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

       

       

    • Initial Complaint

      Date:07/09/2024

      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.
      In late November 2023 I purchased a 2014 Ram 2500 hydro booster (power brake booster) from NAPA online (part number NBB ******, order number ********). Due to obligations, this part was not able to be installed until June 15. Within 24 hours of use the part developed a significant leak and also poses a safety concern as it may cause brake failure. NAPA Customer Support was contacted on June 18 to seek refund so a new (not remanufactured) unit could be purchased. NAPA Customer Support informed that the warranty is only 90 days. This information is misleading and difficult to find.Navigate to ******************************************** and scroll to ********************** You will see ***************************** Lifetime for Passenger Cars and Light Trucks"; no other indication. If you click "Download" you are shown two warranty documents both named the same. This is further misleading. You download one and you see the same verbiage regarding limited lifetime. It is only if you happen to download the second document that you see a 90 day warranty for commercial, medium and heavy duty vehicles. A non-commercial Ram 2500 is considered medium duty.Due to the above NAPA has rejected my warranty claim for refund of a part that has put my family at risk. I am filing this complaint for deceptive marketing practices where in it is not properly disclosed on the website the differing warranty. I would like a full refund of $301.25.A video of the issue can be found here: **********************************************************

      Business Response

      Date: 07/11/2024

      A member of our Customer Support team will reach out to the customer directly to issue a full refund.

      Thank you, 

      NAPA Customer Support

    • Initial Complaint

      Date:06/23/2024

      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 May 01, 2024 I bought a ***************** Pump and and Injection Pressure Regulator Valve from my local Napa Auto Parts Store. Over the course of the next few weekends, I took great care to carefully install these parts correctly. After this I drove the vehicle approximately 20 miles, whereupon it would not crank. I called a local diesel repair shop and had it towed in and diagnosed. The shop told me that I had installed the parts correctly, but the internal mechanisms inside the ***************** Pump disintegrated, and aluminum filings were scattered throughout the engine. The shop was able to get Napa to warranty the parts, however, I was stuck with a labor bill of $2431.10.I contacted the corporate offices of Napa, and after a few days I got a call from someone in *******, **, representing Napa. He didnt dispute any of the above facts, but told me that **** could not pay for the labor bill, not because their parts disintegrated into my engine, but because I installed myself, and I was not a professional. I asked him to call the local shop and verify that I had installed the parts correctly, but he said it didnt matter.This is bad business. The whole premise, the whole foundation of every parts store, including Napa, is to sell parts to the general public, so that they can install the parts themselves, and save money. If theyre not going to pay for labor, when their parts fail, then why are they selling parts to the general public? It seems they should only sell the parts to repair shops.I want this labor bill paid.

      Business Response

      Date: 07/02/2024

      NAPA Auto Parts distributes the warranty on behalf of Echlin but cannot edit or alter the warranty in any way.

      As stated on the warranty, "This warranty does not include labor or cover the cost of any other components or labor required to restore the motor vehicle to its proper operating condition." This is the reason for a denied labor claim.

      We will be contacting the customer directly to further discuss.

      Thank you,

      NAPA Customer Support

    NAPA Auto Parts Headquarters is NOT a BBB Accredited Business.

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