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Business Profile

New Auto Parts

Advance Auto Parts

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Auto Parts.

Complaints

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

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Advance Auto Parts has 1502 locations, listed below.

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    Customer Complaints Summary

    • 408 total complaints in the last 3 years.
    • 165 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:07/06/2025

      Type:Customer Service 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.
      I placed an order on 7/4/25. I spent the entire day on 7/5/25 trying to reach the store in ***** ******* ** to get the status of the pickup order. Even your customer service line was unable to reach them. I finally got inntouch with the store 6 hours later. I was informed my order was ready. I drove over an hour in bumper to bumper traffic to the store. I arrived and was handed my prder wrapped in plastic. I advised the store associate it was not the correct item. They advised it was and it was correct and whole and just stickered wrong. I took the order and drove the same miserable drive home. Arrived home and not only was it the wrong item, but it was missing 75% of the pieces and the only piece there was damaged. I tried for hours again to call the store to findnout hoe to rectify this. I got no answer again for mamy hours. Now I am reaching out to you.

      Business Response

      Date: 07/07/2025

      Thank you for providing us with the opportunity to address the complaint that ****** ******** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations. This customer contact us on 7/5/25 regarding this order. This order was refunded on the same day. We researched to see if we could assist placing an order to be shipped to him or to his local store but the products are out of stock. The customer was informed of this and given a $20 off coupon for the inconvenience.  Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.

      Customer Answer

      Date: 07/07/2025

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

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

    • Initial Complaint

      Date:06/27/2025

      Type:Customer Service 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.
      Friday June 27th ******* ******* the manager at advance auto parts in ******* **** tried to make me buy auto parts through ***** instead of swiping my card for the company but told me I wouldn’t have my warranty I told him I wanted the warranty so I’m ok with purchasing from the company inside the store he kicked me out the store when I told him I wouldn’t ***** him ** **** ***** ***** *** ** *** *****

      Business Response

      Date: 06/28/2025

      Thank you for providing us with the opportunity to address the complaint that *** ***** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations. We are working with the Field Leadership team for this location. We will look into this incident and take corrective action as needed.  Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.

    • Initial Complaint

      Date:06/23/2025

      Type:Sales and Advertising 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.
      Online photo showed a rear drum that had a bearing and wheel studs on it. When I received it I called the local store which said the picture was wrong. I called online and the “highest person” *** in the escalation department offered me a $30 gift card and said there was no one higher to speak to. What I ordered (per the photo) was $74.99 x 2 pieces. Now to get all the parts it’s $74.99 x 2 for drums, $201.99 x 2 for bearings, $9.99 x 8 for studs and unknown cost on a ABS ring x 2. In order to do the repairs for my parents they just went from $150 to $630 plus the cost of the two ABS rings. The $30 gift card offer is a slap in the face. And for Amy to continually tell me she is the highest person to speak to is absolutely ridiculous. I’m looking how they can assist with the extra $500-$600 cost that my parents will incur because of what I consider to be a “bait and switch” tactic by the company. Company case number is ********

      Business Response

      Date: 06/24/2025

      Thank you for providing us with the opportunity to address the complaint that Mr. **** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations.Advance Auto Parts apologizes for Mr. ****** experience. If Mr. **** can provide the year, make, and model of the vehicle for which the parts are intended, we are happy to look into this.Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.

      Customer Answer

      Date: 06/24/2025

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ***** ****

    • Initial Complaint

      Date:06/21/2025

      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.
      Purchased rear brake pads for my 2010 Pontiac Vibe on 12/30/2021 with a Limited Lifetime Warranty and I was told at the time of purchase that they would only replace the brake pads 1 time under Warranty. I went to get a free replacement set of brake pads and was told that the Limited Lifetime Warranty is only for 2 years. Why wouldn't they have just had a 2 yr Warranty instead of a Limited Lifetime Warranty which is stated on my receipt that I have. (*** ****** ****** ******* ********)

      Business Response

      Date: 06/22/2025

      Thank you for providing us with the opportunity to address the complaint that ******* ********* has filed. It is important for us to hear from our customers, and we will strive to meet your expectations. We do apologize for the inconvenience. As stated on our website, as mentioned below, the Limited Lifetime Warranty is the lifetime of the part itself. These brake pads were purchased in 2021 and brake pads last between 2-3 years. Since this purchase was made December of 2021 the customer is no longer under warranty. What does Limited Warranty mean?Limited warranty is a warranty against manufacturer defects, normal wear and tear is not included. Warranty is for the lifetime of the part and not of the vehicle. The store would be able to determine if the parts are defective or not.  Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.

      Customer Answer

      Date: 06/23/2025

      I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.When I went to the Advance auto parts store the women at the counter that I dealt with didn't ask any questions at all. Didn't look at my old parts. She looked at my original receipt and said its longer than 2 yrs and that's all the limited lifetime warranty is good for and that I was past that time and she would not do anything. When I originally purchased the part I was told that they would only replace the brake pads 1 time under the warranty. Never said anything about the limited lifetime warranty only good for 2 yrs. 

    • Initial Complaint

      Date:06/20/2025

      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.
      She would not honor my return. I paid cash , I had the brand new part still in box and the receipt but she would not pay me and tried to give me store credit that I did not want or need . And I'm adding a little money for gas and my time that she wasted. She said they changed their store policy and only give on store credit now, even if I paid cash for it which I did .

      Business Response

      Date: 06/20/2025

      Thank you for providing us with the opportunity to address the complaint that Mr. ***** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations. Advance Auto Parts return policy is refunds processed to original method of payment within 45 days of the original purchase. This purchase was done 2/10/2025 and would not be able to be returned. The store offered the merchandise card to honor a return outside of the policy. Here is the link to full return policy. A merchandise card can be issued to honor the $46 requested by Mr. *****. This can be either a physical card or an E-gift card sent to his email. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

    • Initial Complaint

      Date:06/19/2025

      Type:Product 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.
      I went to store to purchase rotor back in January. Rotor was defective and has already had to be replaced within a couple of months. I returned to store where manager refused to issue me a refund, stated he could only process by gift card. I wanted my funds issued back to form of payment I used. I dont want this gift card. This is unacceptable and very unprofessional to be rude. I didn't pay by a gift card so I expect my money back the way I paid for it, I will gladly return this gift card. I would like this fixed or I will dispute with my bank. I'm hoping this order can be found with my phone number **********

      Business Response

      Date: 06/20/2025

      Thank you for providing us with the opportunity to address the complaint that Mr. ****** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations.Advance Auto Parts apologizes for the merchandise card being issued to him. This is standard procedure when a return is made without a proof of purchase receipt. If Mr. ****** can provide us with the 16-digit Merchandise Card number and the 8-digit PIN located under the scratch-off section on the back of the card. We are happy to have the card deactivated and issue Mr ****** a check for the amount of the card. We would also need a good mailing address for the check to be sent as this was not listed in the complaint.Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.

      Customer Answer

      Date: 06/23/2025

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. The card numbers they needed is **** **** **** **** pin is showing ********. My mailing address is *** ****** *** ** ****** ** *****. Thank You.

      Regards,

      *** ******

    • Initial Complaint

      Date:06/18/2025

      Type:Product 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.
      I bought a battery from you all about a year and a half ago now and it was under warranty and got to the port where I continuously had to jump start it. I took it to the store I bought it from on ****** **** ** ******* FOUR TIMES, and each time they told me the reader shows it’s fine so they can’t replace it. I took it to the mechanic and they told me it has to be the battery, like a bad cell. I even talked to an online representative and asked what happens if I buy a new battery and it ends up resolving the problem and they REFUSED to answer. I took it back to advanced auto a couple months ago and it was still showing as good… at that point I went to ******** and just bought a new one. ******** told me they were surprised it even has to show as bad on your readers and that they just replace the battery during the warranty period as long as you give the old one. It’s been months and I haven’t had to jump start it since! Clearly there was something wrong with your reader. They took the old battery because or the core charge plus I wasn’t going to carry around a 50 pound battery around in a hot vehicle but I think I deserve my money back because you failed to follow the terms of the warranty and had me jump starting my cars daily for over 6 months while I was trying to figure out what was going on!

      Business Response

      Date: 06/18/2025

      Thank you for providing us with the opportunity to address the complaint that ****** ******, has filed. It is important for us to hear from our customers, and we will strive to meet your expectations.   We apologize for the inconvenience. We were unable to locate the original purchase for the battery. Please provide the original proof of purchase along with the new proof of purchase for further assistance. Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond. 

      Business Response

      Date: 06/27/2025

      Our field leadership has contacted ****** ******. The customer has agreed to receive a $206.90 check.Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

      Customer Answer

      Date: 07/07/2025

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

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

    • Initial Complaint

      Date:06/17/2025

      Type:Billing 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.
      This company has extremely deceptive practices. It offers multiple shipping options, charging me over $66 for the highest level of "urgent shipping" yet shipped the part via *** ******. They refused to provide a refund for this deceit. They took advantage of a desperate situation with the goal to take as much money as possible.

      Business Response

      Date: 06/23/2025

      Thank you for providing us with the opportunity to address the complaint that ***** ******* has filed. It is important for us to hear from our customers, and we will strive to meet your expectations. We are happy to look into this matter and assist as needed. However, we need more information to do so. What is the order number in question that the customer is referring to? Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

    • Initial Complaint

      Date:06/17/2025

      Type:Customer Service 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 24, 2025 I went into this location because I was there previously and got my car battery replaced but it died again. When I walked in the ***** was at the register and was very dismissive and rude when i walked in. He kept rolling his eyes like I was bothering him. They move really slow, no urgency or care in the world. He calls **** go come help me and **** asks me to make sure I lift the hood off my car. I told him I would even we got outside but I was confused because never had I been asked to lift the hood. He then tells me it’s not his responsibility to lift the hood. I was taken aback but no problem. When I return in the store to ask their names, **** sarcastically asks if I’d like his social security number as well.

      I first purchased my car battery in January 2021. I have had to get new car batteries in October 2022, December 2023, November 2024 and May 2025. Every time I go to the location where I originally purchased the battery ********* ****** ** ********) they are nice and friendly and kind but never have the battery I need so they send me to the ************ Avenue location and they are rude and disrespectful to their customers.

      I would like to have my car battery upgraded for free and better customer service for all customers moving forward.

      Business Response

      Date: 06/21/2025

      Thank you for providing us with the opportunity to address the complaint that ****** *****, has filed. It is important for us to hear from our customers, and we will strive to meet your expectations.Our field leadership has spoken with the customer. The battery has been replaced. The customer will be going into the ******** location for a full test to ensure everything is running properly.Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.

    • Initial Complaint

      Date:06/16/2025

      Type:Product 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.
      HI, I PURCHASED THIS BATTERY DieHard Red Battery: ****** Group Size, 650 CCA, 810 CA, 93 Minute Reserve Capacity, Reliable Starting Power. FROM THIS STORE ON JUNE 3, 2025.
      ***** ******** **** ********* ******* ************** ******  THE BATTERY DIED 6 DAYS LATER VOLTAGE WAS 0.1 VOLT TESTED AT BATTERY. I RETURNED TO THE STORE JUNE 9, 2025 AND RECEIVED A REPLACEMENT THE SAME SIZE AND NAME BATTERY. I RETURNED TO THE STORE JUNE 14, 2025 AND SPOKE TO THE MANAGER SAYING THE BATTERY WAS 12.24 VOLTS 24 HOURS AFTER A FULL CHARGE. I TOLD THE MANAGER THAT THE BATTERY WAS THE WRONG SIZE AND DIDN'T HAVE ENOUGH STARTING POWER. HE SAID I COULD NOT GET ANOTHER FREE REPLACEMENT. I ASKED TO BUY THE CORRECT BATTERY, SIZE 78 AND IF HE WOULD WARRANTY IT. HE TOLD HE WOULD CHECK THE BATTERY BEFORE I BOUGHT IT BUT WOULD NOT WARRANTY IT.

      Business Response

      Date: 06/16/2025

      Thank you for providing us with the opportunity to address the complaint that ****** ****, has filed. It is important for us to hear from our customers, and we will strive to meet your expectations.   We apologize for the inconvenience. Our field leadership has spoken with the customer and processed a manual return for $119.85 on 06/14/2025.  Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond. 

      Customer Answer

      Date: 06/17/2025

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ****** ****

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