Complaints

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

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  Advance Auto Parts

  1336 Plantation Rd NE Roanoke, VA 24012-5713

• 

  Advance Auto Parts

  5504 Fort Ave Lynchburg, VA 24502-5318

• 

  Advance Auto Parts

  2000 2nd St Richlands, VA 24641-2306

• 

  Advance Auto Parts

  3525 Merle Hay Rd Des Moines, IA 50310

• 

  Advance Auto Parts

  4917 Country Club Rd Winston Salem, NC 27104-4505

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:10/22/2024

  Type:Service or Repair 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 had used this establishment for their "ups drop off site" location. This package was delivered to on 9-6-24. I dropped it at the drop off site on 9-11-24 around 9:15-9:30 am.
  I never received a receipt or a tracking number. The return business (******) never received my returned package from the Advance Auto Parts drop off site.
  Since the Advance Auto Parts drop off site never gave me a receipt or tracking number. I now have no package which cost me around $250. No package was return and I now won't get my money back.

  Business Response

  Date: 10/25/2024

  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 of store **** have made multiple attempts
  to contact Ms. **** with no success. Our stores are just a UPS access point and
  the customer would have to have an already prepaid shipping label attached to
  the package as we do not supply shipping labels for any packages.  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:10/18/2024

  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.

  My 2004 Jaguar XJ8 battery just died, it want stay charged.
  I requested a Warrant Exchanged but the Store want help me because the Warranty ended in August and this is October, just over a month outside of the ending period. I am also a Disable Veteran and in my 60's unnecessary funds is not always available and this is one of those situation. Please given me a Warranty Exchange. My phone number is ************, ****************** and I am also Speed Perks Member. Thanks

  Business Response

  Date: 10/19/2024

  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.Advance Auto Parts
  sincerely apologizes for the inconvenience Mr. ***** is experiencing with
  getting his battery replaced. In this case, we can escalate to the store's
  field leadership to see if they are able to provide a satisfactory resolution.
  Can Mr. ***** provide his receipt and confirm the store where he attempted to
  do this exchange at, as we are unable to find a receipt on our side with the
  provided information.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: 10/21/2024

  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: To whom it may Concerned,                                                                                                                                                                                                                                                                                                                                                                                         The store that I made the purchase of the Diehard Battery 49H8 was Advance
  Auto Parts #**** located at **** * **** ***** ******** ** *****, telephone
  number ***** *********My purchase was made under telephone number ************* approximately 3.5 years ago and I verified this with an individual (male) from
  Store #**** on 10/19/2024. Also this is the same individual who said that my Initial
  Warranty had just expired as of August 2024; and even though it was just a few
  weeks ago, he could not help me with an Replacement Batter. I then called and message
  Advance Auto via your Company’s Website Chat and Customer Service Number. One Representative
  texted/chatted with me via text and also refused to assist me either, then a
  Ecomm 2nd Level Representative name Alizae B. responded under Case
  #******** with the same reply; but stated how sorry she was and apologized for
  the inconvenience, but once again NO Battery or any Exception. I advised both
  that I was a good Customer, Disable Veteran and this unnecessary expressive
  would create an issues for me. It appears both could not see themselves making
  any effort or exceptions because it was just a few weeks out of warranty, which
  lead me to believe that this is Normal for Advance Auto Batteries to die
  prematurely or within a 36 months period. And, that Customer Service Staff has
  been trained to say a “Hard NO” without any compassion or empathy for the Buyer
  period.    However, I will gladly Close this Complaint when I receive a Replacement Battery (Diehard Battery 49H8). This is definitely an eye-opener as to how Advance Auto treat loyal and past customers when a replacement or warranty request is made.   **** *****  ******************                                                                                                                                                                                                                                                                                                                                             

  Business Response

  Date: 10/26/2024

  We will escalate
  this matter to the field leadership of the store #**** who should contact Mr.
  ***** within 24-48 hours to see about working out a satisfactory resolution.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:10/18/2024

  Type:Service or Repair 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 10/17/24 I purchased two CV Axles to replace damaged warranty items already on my vehicle, as I've always done so in the past. On 10/18/24 upon my return I was told I could not return the old part because I purchased a new one and did not exchange it. In the past I was told to purchase a new item & returns the old item after it's been replaced. Now my understanding is you are to return the old or damaged part as an exchange for the new, meaning take you vehicle to a shop have them to remove the part and drive back to the Auto Parts store and exchange your part. Then drive back to the Auto repair shop to complete the job, none of this language is outlined on the receipt or in person regarding Lifetime Replacements. Further more, it's very deceitful to imply that a major component of a vehicle would be either removed in the parking lot or a an undisclosed location and driven back to a local Parts branch for exchange. At the end of the day, the bottom line is, they are not honoring the exchange of the old part. If you want to get technical. I now have two warranties because I've purchase the product twice, and I'm not able to either return or exchange the old part. ********* was the cashier at location #**** who displayed zero people skills in resolving the issue. I called customer service and received even less help case# ********, she basically said, I need to remove the broken part & return it for exchange as if it was a light bulb that you screw in and screw out that simple. Honestly, I understand the policy and it's not user friendly. My issue is that was never ever display or verbally communicated, because otherwise I would have taken my business elsewhere. It makes no sense for a major component to be removed on site in that manner. The manner in which the lifetime warranty program is operating is very deceitful, and like every other, consumer should be displayed boldly in print for people to understand the policy prior to purchase.

  Business Response

  Date: 10/21/2024

  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. Ms. ******* is correct with the online warranty exchange. We
  do advise to repurchase the new part, and we will refund the defective parts.
  If Ms. ******* can provide the receipt or online order of the previous CV Axles
  she had to warranty out, we can process a refund. 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:10/14/2024

  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 purchase a new battery at Advance auto in January the representative installed it and I have a 3 year warranty, my battery kept going dead and when I went to ask about the warranty the manager ******* said that that wasn't advanced auto battery, which means one of their employees installed the wrong battery which was not my faulty it the person who works they fault.. I know nothing about batteries now she claims we can't use the warranty, advance auto **** **** ***** ****** ******** ** location .. ******** was no help and was trying to accuse us of changing the battery... why would I change out a 300.00 dollar battery makes no sense

  Business Response

  Date: 10/14/2024

  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 escalated the issue to the field team of the store location. ****** should expect a phone call within 24-48 business hours in regard to this 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.

• Initial Complaint

  Date:10/10/2024

  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 spoke to a district manager named ***** or ****, last name begins with an *. After speaking to this gentleman a couple of times he ultimately determined my complaint or issue is not something he himself handles. When I asked him who in the company would handle it, he said he did not know. I called customer support back and was told that I would be contacted by **** (VP of Operations) or ******* (Regional VP). In both cases as with ***** or ****  I was not given a last name nor was I in the most recent phone call given a last name initial for either "****" or "*******". I have not been contacted by either of these two executives and I would like to speak to either of them. This concerns a complaint which occurred in the *********, ** store of Advance Auto Parts on **** ****** **  on or about October 1, 2024 involving one of the store employees. I would like to state that using only first names does not convey the authority or professionalism I'd expect when engaging with upper management or in anticipation of engaging with upper management. It creates a sense of familiarity that I don't appreciate in a situation involving a complaint and issue. I would like to be contacted by either the VP of Operations or the Regional Vice President of Advance Auto Parts as I was informed I should expect a call by either of them per a member of the customer service team from the 1-800 number. Thank you.

  Business Response

  Date: 10/10/2024

  Thank you for providing us with the opportunity to address the complaint that Ms. **** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations.We have escalated this complaint to the field team over Store #**** for Ms. **** to be contacted by the VPO of the store.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: 10/14/2024

  Ms. ****, we take matters like this very seriously and want to assure you that the proper corrective actions have been taken in response to your complaint. After further review of your concerns, we must inform you that due to law enforcement's involvement, we cannot provide additional details or assistance beyond what has already been shared. 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:10/04/2024

  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.

  As of October 2nd I was approved for an out of area warranty from a representative by the name of ******* *. I later called on October 4th and spoke to another rep by the name of ******* and was passed over to a supervisor by the name of ****** *. I am so utterly disappointed on the customer service I have received and the outcome of something this company sells and has labeled on every battery as a three year warranty. I was approved as stated for a full refund when sending in a receipt of payment for a new battery by ******* then later told they will not honor that because the representative didn’t do their job right and ask more questions before approving this refund. I have bought multiple products from this company and this was the first time trying a battery. Let me tell you the yellow top Optima battery will not hold a charge after being given a new one back in 2023 of May. This is my second battery now same optima yellow top unfortunately and this company won’t honor what ******* said that they can do and give me a full refund after buying a new battery. What I am seeking help for is a check refunded of the full amount I paid for that I was honored already but later told they won’t honor what states in the email thread I was send on October 2nd. I have already spoken to a supervisor and stated the call was recording which I do have if needed. I just want my cars battery to hold a charge and not die on me within 3 years as the warranty states on the battery when given in May of 2023.

  Business Response

  Date: 10/04/2024

  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. The warranty policy states that you get 90 days or the remainder of the original warranty if an item has to be exchanged. Mr. ******* purchased the battery on 4/29/2021 and exchanged it on 5/11/2024. The new battery would have only been covered until 4-29-2024. As an agent offered an out of area warranty Advance Auto Parts can honor that as an onetime courtesy. To have this honored Mr. ******* will need to provide a repurchase receipt showing he had to buy a new battery. Once the new receipt is received Mr. ******* will be sent a check for the original amount paid of 264.99 for the D35 battery. 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: 10/04/2024

  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. I will have to send them a receipt and my mailing address to receive my refund through a check in the mail. I will start this process next week and wait for a check to be sent and email the support email with additional information needed. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair 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 ordered front brake pads and rotors for my car today, online. My mechanic friend picked them up from the ****** location and proceeded to ******* to change my brakes. He got the rotors on, but noticed they were smaller than original ones. Then he went to do the pads and they were completely the wrong ones. Turns out it was all wrong, pads and rotors. (Side bar-i see in another complaint above, they admit their website is not correct and causing orders to be wrong. So why has that not been resolved or halted until resolved??) Long story short, it's caused several issues with timing and stuff and in the end, he had to purchase completely different pads and rotors from ********. which the AAP employee referred him there and said they would price match. They did not price match. So I'm out another $70, and I won't get my refund for up to a week. I live paycheck to paycheck so this has really caused problems in several different areas. I contacted CS, they only offered refund. I had to ask for some kind of compensation to make up for this horrible experience. She offered a coupon of some sort, or a $20 off purchase gift card from their store. I don't think that makes up for this at all.

  Business Response

  Date: 10/06/2024

  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 refund has been processed for Ms. ******* order. The
  standard time for a refund to post is 3-5 business days.  We are not able to push it through any faster.
  We will be investigating the fitment issue as we want to ensure we have the
  most accurate information on our website for each vehicle. 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: 10/08/2024

  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 will let my complaint stand and I won't be using Advance Auto parts for any of my future car needs.  It was a bad experience from beginning to end. 
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:10/02/2024

  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.

  Bought a power booster for my truck, paid for the "better" one with lifetime warranty, truck is not driven in winter and has very few miles on it. booster leaks so I found the paperwork and called store to get a replacement. When I went into store to pickup new one I was told they could not scan bar code to verify the sale, would not honor warranty. Came home and texted with someone in customer service and they were able to send a copy of invoice with bar code number. So i called store back and they said they could use that, drive back to store only to be told they would not warranty a lifetime part because it has been 9 years? I hope alifetime is more than 9 years! So they can just make a reason not to honor warranty.

  Business Response

  Date: 10/03/2024

  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 the District Manager at store ****,
  who will assist Mr. ******** in the warranty exchange for his part. 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: 10/03/2024

  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:09/30/2024

  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.

  Why is it when you go into this store ********** ** they're always referring you to another auto store (eg ********) or some car business. It's very frustrating this happened today @10:30am

  Business Response

  Date: 09/30/2024

  Thank you for providing us with the opportunity to address the complaint that Mrs. ******-*****, has filed. It is important for us to hear from our customers, and we will strive to meet your expectations.   Please confirm the store's address. This concern will be escalated to the store's leadership, to have this concern investigated further.  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:09/30/2024

  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 September 9, 2024 I did an order on line to be picked up at local store in *******. When picking up my items I was informed the items were discounted. My receipt showed $29.42 was charged to my debit card. However on my bank statement I was charged $39.40. After contacting the local store they instructed me to contact customer care team at Advance. Which I did they. The Customer Care team said they were going to refund me the difference. Which they never have. This is not the first time this it has happened.

  Business Response

  Date: 10/02/2024

  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 for any inconvenience or confusion this issue has caused. We are experiencing a technically issue where our stores systems and our online ordering system are not communicating properly when a order is picked up in store. The store system try to account for discounts that have already been deducted from the total on the receipts and this make it look to be a lesser amount than what was paid. We are actively working to fix this issue at this time. However, we are happy to adjust the order a one time courtesy.  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: 10/02/2024

  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,
  
  **** *****