Business Profile

New Auto Parts

Advance Auto Parts

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

410 total complaints in the last 3 years.
164 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.

Initial Complaint
Date:11/22/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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.
It’s been a week without getting my refund for an item I’ve I haven’t taken out the store it was car battery I had to pay for it before I can receive it the next day so I did it full so when I returned to the store for the battery they told me haven’t got so I waited a extra day and haven’t gotten my item I ask for my refund they have told me they don’t have the money to pay me back for the refund at that time but did receive a call from them to pick up refund so when I get to the store it a new story the still don’t have it for me I’m really tried going there store and not receiving refund so I’m there playing games with my refund I hope you can help in this issue
Business Response
Date: 11/26/2024
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 have reached out to our field team to have this addressed at store level. While our stores do not always carry large accessible amounts of cash to refund a cash purchase they are able to request checks to resolve these issues. A member of our field leadership will be in contact with the customer shortly. 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: 12/12/2024
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:11/20/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 November 1st I returned $94 worth of parts to advance Auto on ******* ********* ** *************** ******** the refund was supposed to go back on to my debit card which I got a email a few days later stating that the refund was issued in a gift card and I spoke to customer service stating that I really needed my money back onto my credit card and I have not heard anything back from advance Auto I literally just got off the phone with them about 20 minutes ago and they still have not issued a check and this has been going on for about a month now and customer service doesn't seem to want to help me get my refund or my hard-earned money back and I'm just looking for a hand. Thanks
Business Response
Date: 11/20/2024
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 have submitted the check request for Mr. *****. Please
allow 14-21business days to arrive from **** ** ******* via ****. 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: 11/20/2024
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:11/16/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
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 an out of state traveler my car broke down I purchase a new battery from ******** on October 28th only to discover I needed an alternator I took my battery to advance Auto on ******* drive to have it charged on October 29th on October 30th I left my battery at this advance Auto location I returned home to ******** ******** on October 31st I'm not from the area I was confused as to what store I left my battery I thought it was the location on **** ***** ***** they told me that they have a policy to get rid of anything left charging after 48 hours I was disheartened by this news I just paid $88 for the battery on October 28th I returned to ********* on November 15th only to realize that it was this location that I left my battery I went to this store told manager situation she said they don't have the battery they got rid of it upon learning this I called corporate as I was there I was informed that corporate does not have a policy such as this as I begin to get irritated to rate due to the fact that the manager was condescending to me with a smirk on her face in the midst of my misfortune it was asinine that I was treated this way I may have used profanity but this manager also used profanity and cursed at me she then called the police blatantly lied and said that I slammed the counter aggressively and through parts over the store and kicked over there wet floor sign I did kick over the sign because I suffer to from diminished vision I'm a disabled veteran but to be treated this way and the battery had my name email and phone number on it and I've been registered through their system close to 45 years this is very disturbing that I would be treated this way I now understand why advance Auto is closing 700 stores sub par customer service I've called corporate twice yet to have a return call corporate also inform me that the manager at the ***** ***** store called me which is a blatant lie
Why must a 45-year loyal customer be treated this way unfathomable
Business Response
Date: 11/17/2024
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. Vice President of Operation *** has spoken with Mr. ******** and provided a new battery as well as a drive belt, after investigating and confirm which store the battery was dropped off to. Mr. ****** advised this will resolve his concerns. 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: 11/19/2024
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:11/15/2024
Type:Facilities Issues
Status:
ResolvedMore info
Complaint statuses
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.
Made a purchase at there ******** ****** ** store gave employee my reward number she entered into computer made a funny face never said it didn't come up she put another number in system. Called customer service twice just the runaround first time said wait 72 hrs to receive reward points didn't understand store put in wrong number then second time was promised to give me my reward points never happened email her receipt.
Worst customer service ever no clue what they were doing sounded like a third party company answering phone?
Business Response
Date: 11/19/2024
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 have researched this issue and are happy to address it with the store. We apologize for any inconvenience this may have caused. We have adjusted the customers spend by 100 points. 30 points for the missing purchase and an additional 70 points 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: 11/19/2024
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:11/12/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 my local Advanced store to exchange a diehard battery that kept leaving me strained lately. It comes with a 3 year warranty. I brought it back to the store within the warranty period with the receipt. The store was exchanging it until their register showed that it had already been exchanged. However, it had not been. They were unsure of what to do since I had the receipt which clearly stated that it had not been returned. They couldn't understand why the store computer indicated it was exchanged and while my receipt said otherwise. I contacted their customer service online and they confirmed that their system showed it was NOT exchanged and the warranty was still valid. I was informed that the store district manager was involved in resolving the issue, But I have not heard back from them. As of today they are refusing to exchange it. I had to purchase another battery as I could not wait any longer. I am responsible for taking care of a disabled senior family member who relies on the car for medical appointments and treatments. Being without a car was not an option for us. I put us through all this extra grief because they refused to honor the exchange of this battery under warranty. They should be ashamed of themselves and on top of this they don't even bother to reach out anymore to resolve this issue. See attached receipt that Customer service sent me clearly stating 1 purchased 0 Returned and a 3 year warranty.
Business Response
Date: 11/19/2024
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 team has reached out to the customer and has resolved the issue. We apologize for any confusion or misunderstandings this issue initially caused. 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: 11/19/2024
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. **** at Advanced Auto apologized for what happened to me. He did an outstanding job of resolving this issue.

Regards,

****** *******
Initial Complaint
Date:11/05/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 am writing to file a formal complaint against Advanced Auto Parts for failing to resolve an ongoing issue regarding my labor reimbursement. Over 30 days ago, I purchased a transmission from Advanced Auto, which was faulty and required replacement. I followed all necessary steps to return the defective part, and my business, which is a legitimate automotive repair business, installed the replacement transmission.

Despite providing all required documentation and repeatedly reaching out, Advanced Auto is now attempting to avoid paying my labor reimbursement by involving a third-party vendor. The vendor claims there is an issue with me being both the owner of the vehicle and the owner of the business, which should have no bearing on my reimbursement claim. This situation has caused me significant frustration and financial strain.

I have submitted my company's legal documentation and secretary of state active status proving the legitimacy of my business, yet Advanced Auto has continued to delay and avoid processing my payment. As a regular customer who spends a substantial amount with their company, this experience has been unacceptable.

I am seeking the full labor reimbursement owed to me as per the warranty agreement.

I hope the BBB can assist in resolving this matter quickly and ensuring Advanced Auto Parts honors their commitments.
Business Response
Date: 11/05/2024
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.Advance Auto Parts sincerely apologizes for the inconvenience Mr. ******** is having with receiving labor reimbursement on his defective transmission. Unfortunately we do not handle claims with transmissions since they are special ordered parts, all claims must be processed through the vendor. With Mr. ******** having difficulty partnering with the vendor for assistance, we suggest working with the commercial account manager at his local store for assistance next.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: 11/05/2024
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.

[I have reviewed the business’s response to my complaint, ID ********, and have determined that their proposed action does not resolve my issue.I have been working with the general manager, who assured me he would ensure my reimbursement for the labor cost. Despite his promises, including joking about how we would be “best friends” once this issue was resolved, no action has been taken to reimburse me. I feel that these promises have not been honored, and my request for fair compensation remains unresolved.Thank you for your assistance in addressing this matter.]

Regards,

******* *******
Business Response
Date: 11/14/2024
I spoke with field leadership. They advised that ***** *** denied the claim because the car owner had installed the transmission. Mr. ******** has been provided with ***** ***** information and their claims department via email. Unfortunately, our policy does state, "No labor is paid for self-installed units." Below is the link where that policy can be found.*********************************************************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: 11/15/2024
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.

[Provide details of why you are not satisfied with this resolution.I do not accept this decision as it contradicts the information provided to me during the process. Prior to installation, I specifically asked the General Manager, *****, multiple times about who would be responsible for paying the labor claim. ***** assured me that the labor cost would be covered and was fully aware that I was both the vehicle owner and the installer. In fact, he even mentioned in a lighthearted manner that while I would be paid, it might not be the full amount I requested. At no point was it communicated that there would be an issue with the owner installing the part.There was never any indication or mention that a car owner self-installing the part would disqualify the labor reimbursement. This lack of communication is unacceptable. Additionally, I was not made aware of any third-party policy that would impact my claim, as this information was not included in the warranty details I received from your store. I purchased the transmission from Advanced Auto Parts, not ***** ***. Therefore, Advanced Auto Parts is responsible for honoring the labor warranty that was promised to me—not a third-party entity.I expect Advanced Auto Parts to fulfill the commitment made regarding my warranty, and I should not be redirected to deal with a third-party company. Please advise on how we can resolve this issue promptly.

Regards,

******* *******
Initial Complaint
Date:10/31/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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 10/28/2024 I purchased an Optima Battery for my vehicle from the Advance Auto Parts Website for home delivery. The battery arrived on 10/29/2024 and I opened it to replace the dead one in my vehicle. Upon trying to install it, I realized they had sent the wrong size battery and it wouldn't fit in my vehicle.

I made.contact with their online chat, and the representative told me to return the wrong battery to the store. When contacting the ****** ***** ******* store on 10/31/2024 to return the battery they rather rudely informed me that since the battery was opened and the plastic cover taken off - it was not returnable.

Aside from a chargeback or legal action, I'm not sure how to resolve this. It's disappointing that their employees would deliver the wrong product and then hold ME responsible.
Business Response
Date: 11/01/2024
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 has spoken with the field membership team at the ******* ********* ***** ****. The team has offered to take care of the customer. The GM has reached out to the customer and left a voicemail 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.
Initial Complaint
Date:10/29/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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 dropped off a battery earlier in the day at advanced auto at *** ******* ** ******** ** *****. 3 hours later I called to get an update. A lady answered and I asked if the battery was charged. She then hung up on me. I called back and a gentleman answered and I asked the same thing. He then hung up on me. I walked down to the store with my camera on. And asked why he hung up and then asked if my battery was done. He said he did hang up on me. Then claimed to be the manager of the store. Which is on video as well. Went and returned my battery to me but would not give me the details of the battery charge. I asked numerous times on camera. The fact that he threatened me with calling the cops. After he impersonated a Managers position. An would provide me the services that needed to be rendered. Is a poor disposition of a employee at there store. I have a video and like for corporate to fire this employee. For lying about being a manager but would not provide me his name. Nor was wearing a name tag so I may identify him. For poorly handling of my property to get free services that needed to be rendered. And hanging up on me without a proper explanation. This gentleman was clearly not being a employee with standards and integrity that advance auto provides to customers.
Business Response
Date: 10/30/2024
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. The Field Leadership team contacted Mr. ******* regarding
his in store experience with the team member. We appreciate the feedback and
will use this as a coaching opportunity for all of our in store employees.
Should you need any further assistance with your battery, please do not hesitate
to reach out to us. 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:10/25/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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.
The transaction date is today October 24, 2024. I went back in to return it about an hour later. Because I never left the parking lot. I opened the product, then I tried installing it in my car. I noticed that the product is defective. I packaged it up and . I went back in
Into the store to tried to return it
and the person said
I cant refund your money back. The person at the register said
The product can not be returned
Because it’s defective.
Business Response
Date: 10/28/2024
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 that you were not assisted with the defective
item. We will be sending a check to the address submitted on the complaint.
Please allow 14-21 business days for it to arrive.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: 11/04/2024
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:10/25/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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.
The website for this business, as well as the Manager (**** or *****), and the staff/employees, used deceptive marketing tactics to sell me two motor vehicle batteries, (1) SUV (Die Hard 78-0) and (1) Die Hard Gold (TX-9), which after several days of hard starts or no starts left me stranded over 100 miles from home less than 24 hours after purchase. It turns out the batteries are not "Exact fit[s]" for my vehicles as the company claimed via its online Fitment Guide and in-store personnel.

Within 24 hours of the purchase and pickup of each battery, I began experiencing problems. The SUV battery began leaking fluid (boiling over). After three days of use it completely died. Consequently, it will no longer start my vehicle, nor accept a charge.

The motorcycle battery, which had been grossly discharged from sitting on the store shelf over 14 months was unable to reliably start my motorcycle, less than an hour after arriving home from the store. This of course defeated the purpose of an in store up-sell that occurred during my visit, which increased my initial online purchase from $69.99 (BSTX-9) to 101.99 for a (TX-9) battery.

To make my long story short, the TX-9 battery is for a GSX-750 (*********). However, I own a GSX-R750 which requires a stronger battery. The amperes and cranking amps for each of these batteries do not meet OEM specs.

On September 20th, 2024, roughly 17 days of my first purchase and 12 days after the other, I spoke to ****/***** over the phone, seeking a resolve. He initially offered to replace the batteries, but after I explained that the batteries were NOT the "Exact Fit" for my vehicle as advertised on their website, and that the in-store POS terminal did not match the website, and that I felt mislead in one instance, and "bait-and-switched" in the other, he asked me what I wanted him to do. It was at this time that I requested a refund. Two hours later when I arrived, I was denied a refund. I am now seeking remedy through other means.
Business Response
Date: 10/28/2024
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 have checked the fitment of the battery for the
motorcycle on our website and this specifically states it does not fit his
model. Online order ********* was canceled, therefore you were not charged for
this battery. If you were provided a battery for this order, this was done in
error and there was no charge to your ****** account. 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: 11/09/2024
We sincerely apologize for the inconvenience this has caused
Mr. ******. As a courtesy, we have refunded the online
order ********* for the Battery part #
78-0. Please allow 5-7 business days for the refund to process back to the
original method of payment. Advance Auto Parts has also submitted a check
request, to refund the in store purchase of the battery Part # TX9. We will
send this to the address listed on the complaint in the amount of $115.47. Please allow 14-21 business days to arrive via ****. Our promise is to provide superior customer service and
offer high-quality products when you need them. Thank you for allowing us to
respond.

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Advance Auto Parts is NOT a BBB Accredited Business.