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

  885 E. Market St. Harrisonburg, VA 22801-4362

• 

  Advance Auto Parts

  801 W Broad St # A Waynesboro, VA 22980-4357

• 

  Advance Auto Parts

  5440 Peters Creek Road, #103 Roanoke, VA 24019

• 

  Advance Auto Parts

  119 Broad St Dublin, VA 24084

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:08/05/2024

  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.

  Saturday august 3d i purchased a “new” remanufactured alternator from advance auto parts, they guarantee that it has been tested & is a working part, with lifetime warranty.
  So i paid to have it installed & old one removed, only to find out 4 hours later that the “new” part does not work at all.
  Replacement part is on order. However, now I’m expected to pay again to have it removed & replaced. They are refusing to assist me, when THEY should have TESTED the part before it left the store!

  Business Response

  Date: 08/05/2024

  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 are sorry to hear of the issue with the alternator that was purchased. Our warranty is a parts only warranty and does not include labor. If Ms. ******* can provide the following requested documents we will be happy to see if we can assist with a customer satisfaction payout for this issue. We would need the following documents: *Proof of purchase (Original from Advance Auto Parts or printed copy from history) We have this information.**The original install bill (Company Letterhead from the Mechanic) Cannot be handwritten.**Proof of Purchase for the replacement part or proof of the exchange.* *Repair bill or estimate of repair, if not already fixed.*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: 08/06/2024

  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.the local store has refunded me for the part, as the replacement part that was ordered was also defective. now I’m out the money for labor and still without my car. My local store advised me to contact customer service to file a labor claim, who then advised to contact the BBB about it.  I’m in the process of getting a receipt from my mechanic as he did not provide one when he came & replaced the part. Now i have to go and buy another part & pay for labor AGAIN just to get my car on the road. Advance has cost me money & time without my car that i could have been using to work. all I’m asking for is the money i paid for labor when the defective part was installed. If they didn’t sell subpar parts this wouldn’t be an issue. I will not buy another part from there & i wi be telling everyone on ******** to NEVER do business with them. As well as i will go speak with an attorney if need be. 
  
  Regards,
  
  ***** *******

  Business Response

  Date: 08/21/2024

  The invoice that Ms. ******* provided is not able to be verified that a Professional Licensed Mechanic completed the work. The address listed on the invoice is a residential address; there is no date that the service was performed on and no phone number listed for the mechanic. For us to be able to look into this further, we would need to be able to verify the mechanic's information and that they are a licensed mechanic.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:08/05/2024

  Type:Service or Repair 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 purchase a Die Hard battery from Advance Auto Parts - Store **** in year 2022.
  Thursday morning my vehicle wouldn't start, after *** mobile service came out to investigate and to quick start the battery, their reading tester stated that the battery was at 3%.
  
  Since I knew the battery would be under warranty, I let the vehicle run idle for 15 minutes before driving to the store.
  
  The employee ***** at Advance Auto Parts store **** did pull my information up in their system and the battery is still under warranty, but ***** didn't want to replace the battery, instead ***** wanted him to purchase another battery while they keep the battery overnight for charging.
  
  I asked for their warranty information/policy on battery replacement, I was not provided with my request, instead I was giving the customer care telephone number by *****.
  
  ***** implied that I left the something on in the vehicle which was the reason for the battery drainage, I was appalled with his implication made by the employee *****.
  
  I asked ***** to test the battery while I wait, at the time ***** grabbed a portable tester and tested the cold cracking amps on the battery, when I seen the read out, there was not test ran on the battery "cells", so I asked ***** to run the test again and ***** complied.
  
  This time I watched ***** with the portable tester and only making the same selection; I noted this is my head and understood what was done.
  
  The reason for the complaint is for the company to honor their warranty. I would like to know if what I went through is their company policy. What are their battery warranty policy on their batteries.
  
  I never experience a company needing to keep a battery overnight to charge and not give the customer to put in their vehicle so they can drive. (Instead you want the customer to purchase another new battery is not right)
  
  I would like for the battery to be honored on the warranty and replaced, thank you very much.

  Business Response

  Date: 08/06/2024

  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 District Manager of store ****, has contacted the
  customer and is willing to assist them in warrantying out the battery.  Our policy is to test and charge the batteries
  and we do apologize for the inconvenience this may have 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: 08/08/2024

  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:08/04/2024

  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.

  Went to get a simple wiper blade for my daughters car had the employee look everything up and even grabbed the wiper for me. I got home and it was not the correct wiper blade. I tried to return it for the correct one and 2 employees argued with me and said it is the correct one so I went home again and brought in the old one which was not the same and was told they don't have the correct one and would not refund my money for the incorrect part they gave me. Pretty sad that 20 dollars will cause me to never shop there again. I did throw my reciet away but I figured they looked it up in their computer and told me it was the correct one so I would be good man was I wrong. Went to nappa auto parts they typed my car into the computer and gave me the correct one simple as pie.

  Business Response

  Date: 08/05/2024

  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. We are sorry to hear that this occurred. While wipers are not normally returnable if opened or installed that does not apply if a team member provided incorrect information. We will be happy to send a check to the provided address for the requested $20. 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:08/01/2024

  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.

  Date of transaction: July 2, 2024
  $306.23
  
  I’ve been trying to return a tow hitch for about 3 weeks and I keep getting the run around. They send me to the store and the store says the can’t take it because it’s an online order and they don’t keep that specific item at the store. I called customer support and they told me to bring it to the store again and then to bring it to ups, but *** wants to charge me $400 for shipping when the shipping label is prepaid.

  Business Response

  Date: 08/01/2024

  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 order ********* shows that it was refunded on 7/28/2024 after the part was returned to store. Refunds take 7-10 business days to process back the Mr. ******** 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.

• Initial Complaint

  Date:07/31/2024

  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.

  I bought a Car battery today for 242.00 dollars. And there was nothing wrong with my original battery. The battery in my car was only two months old and when they tested it, the battery was fully charged. The problem is i purchased my battery from ** ****** and they never researched to determine if that was the case. We want some type of reimbursement because I did not need a battery. This happened because I am a woman and this is an unfair business practice. Looking for a resolution. All they had to check the year of the battery, and it would have told you 2024. I was cheated and my battery check light is still on. The Expensive battery did nothing. ****, the Night Manager was very helpful to me, and he is much appreciated.

  Business Response

  Date: 08/05/2024

  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.We
  have reached out to the store regarding the battery issue. The General
  Manager of store **** is willing to assist Mr./Mrs. ******** in the
  return of the battery. We will have her reach out via phone to assist
  the customer.  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:07/31/2024

  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.

  Regarding my refund and claim status: My order, under the name ****** ****** and order number *********, was charged $112 instead of $75. It has been over 48 hours since I submitted the claim, but I have not received any updates. This delay is frustrating as I was assured a status update within 24-48 hours. When I contacted ********, I was informed that the store needs to resolve the issue by either sending a replacement or issuing a refund, and that ******** cannot assist further. This situation is beyond ridiculous and unfair. I was neither offered a replacement nor a refund, and I have been told repeatedly to wait 24-48 hours, which has already passed. Based on numerous customer complaints and reviews, it is evident that ******** does not respond in a timely manner. Now, they are saying they cannot help, and I may need to involve the authorities. My order was delivered to the wrong address, a point I have emphasized multiple times. The lack of action is unacceptable. I was not offered a refund or replacement for this inconvenience, and the customer service I received was inadequate. I want a refund. The information I receive from agents is inconsistent, with some saying there are no updates, even though this issue occurred almost a month ago, while others claim there are updates.i want a refund , police report has been filed and you all have been reported for how unhelpful and dismissive you guys are regarding this issue.As a courtesy for this issue I would like a refund as no one asked me for a replacement or refund regarding this matter and I’ve tried to work aimlessly with you all.It’s been almost a month with no resolution

  Business Response

  Date: 08/01/2024

  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 spoken with Ms. ****** on multiple occasions via chat and phone calls. She has been advised of our ******** claims policy. On multiple occasions, this customer has disconnected the chats or calls once we advised her of the policy. She then chats or calls back in to receive a different agent. Ms. ****** has already made a BBB claim for this situation complaint ID ********. This customer is known for changing her email addresses to file complaints with us. Below are some examples of email addresses this customer has used with us.
  ******* *************************** *************************** *************************** *** **************************It is our policy to submit a ******** claim for any order that a customer states they did not receive. ******** then investigates and advises whether or not they can confirm that their driver successfully delivered the package. ******** either approves or denies the claim. In this case, ******** denied the claim advising the delivery was successful to the listed address. When a claim is denied and ******** provides proof of delivery the claim is closed on our end as well.  At this time we can not assist the customer. She is welcome to dispute ********'s findings with ******** at this time.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:07/30/2024

  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 purchased an alternator from Advanced. It was defective so I returned it. They were supposed to give me a refund but instead my account got withdrawn $300.68. I had already returned the core for my original alternator but have not received that refund. The original purchase price was $300.68. The receipts that I have add up to the $300.68.

  Business Response

  Date: 07/30/2024

  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. Online order ********* was refunded to card ending **** on 7/27/2024. The refund processing time frame is 7-10 business days. This shows successful on Advance Auto Parts end and is waiting for the customer's bank to put the in the account for them. Screen shots have been attached showing the original hold, Charge and Refund. There are no additional holds on the card in our system. 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:07/29/2024

  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 purchased a car battery from this store on 7/29/22. The receipt clearly states 2-year free replacement. The battery no longer functions. I took the dead battery back to the store on 7/26/24, with my original receipt, but they refused to honor the warranty. The sales clerk I spoke with was *******. I also did an online chat with advanceauto and spoke with ******* ., who told me the same thing: they would not honor the warranty. This is absurd. If you promise a 2-year warranty, and put it in writing, then you should honor that warranty. I would like a new replacement battery, just as they promised.

  Business Response

  Date: 07/29/2024

  Thank you for
  providing us with the opportunity to address the complaint that ***** Poluxt
  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. ****** has experienced with
  attempting to use his warranty for a defective battery. We have escalated this
  matter to the field leadership of store #****, located at **** ** ***** ** ** ************ ** *****. Please allow 24-48 hours for Mr. ****** to receive a
  phone call from the store's leadership to provide a 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.

  Customer Answer

  Date: 08/05/2024

  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.
  Hello,In Advance Auto Supply's response to my complaint, they said they would contact me within 24-48 hours.  That was a week ago; I have not heard from them.I would like to give them the benefit of the doubt, and assume that they may have tried to call my old number; whenever I went in to the store to buy anything, they always asked first for my phone number, so that was obviously how they organized their customer list.Anyway, would you be able to contact them, and see if they did in fact make good on their promise to call me?Thank you.

  Business Response

  Date: 08/05/2024

  The general manager
  ******* did advise us that he was willing to assist the customer in a swap on
  the battery, even though the original purchase was made in 2020. He advised Mr.
  ****** that with doing a swap/replacement for a new battery, it would not have
  a warranty, but he was willing to assist. I can have the manager give Mr.
  ****** a call to go over this information again.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:07/17/2024

  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 purchased a battery charger on Monday, July 15, 2024. I took the charger with me to help someone start their car. In the meantime, I called roadside service to get them to start my daughter's truck which was on I-20. The mechanic stated after he couldn't start the vehicle that it was the alternator and not the battery. I went to the store, Shannon manager and asked if I could get a refund because I didn't need the charger. I was told then that Advance Auto doesn't accept returns on electronics. I reviewed my receipt and it only stated replacement for defective equipment within one year, After the clerk checked with manager, Shannon and she tried to give me a class on how the jump starter worked, I told her to give me the starter and it (the conversation escalated from there.) She told me to "get out of her store" or she would call the police. She called me names and I did the same. I asked the clerk to show me on the receipt a statement that told me that I couldn't return the item if I didn't need it any longer. I paid the tow truck 95 dollars to come out to check the battery and 119.00 for this charger. I have both receipts but will not upload because my address is on them. Available upon request.

  Business Response

  Date: 07/17/2024

  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.Advance Auto Parts apologizes for the experience that Ms. ***** had at one of our store locations. Our return policy does state that electrical items are non-returnable. Here is the link to the return policy. *******************************************    *Other Conditions for Returns*        *Some merchandise, including opened gaskets and electrical/electronic goods, are not returnable. We have a list of non-returnable items in our Returns Policy.        *Certain Special Order, Commercial Tools and Equipment are subject to a 15% re-stocking fee when returned.        *Clearance and "AS IS"?merchandise are non-refundable.        *Shipping costs are not refundable, unless it is determined that Advance Auto Parts was in error.PLEASE NOTE: Returns and exchanges may be limited at any time for any reason.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: 07/19/2024

  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.
  
  [So you are telling me that I should have read your return policies before I bought the item.  That's unacceptable and also unacceptable that you didn't mention any actions against the manager who told me in front of two customers and an employee to get a face lift and threatened to call the police because I asked questions about your policies.  This place is ran unprofessionally(It appeared even the employee was afraid to ask her questions) and Shannon is a pathetic manager.  I am also a retired veteran of the US Army and will pass this information to our servicemembers.  How pathetic. 
  Regards,
  
  ****** *****

• Initial Complaint

  Date:07/08/2024

  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.

  Our family purchased parts from Advanced in April or March. The vehicle ended up being a lemon that someone sold us. We have been able to return all the parts that we bought from **********, ********, and ****** Auto Parts without any issue. The management spoke with us directly heard our situation and refunded us our money in full without issue. Despite any return policies, because we were not able to use the parts and they were completely unopened. Advanced has given us nothing but trouble. We have called at least twice to get a call back from upper management and 2 weeks later still nothing. The store manager ***** keeps insisting they will only allow in store credit due to their 45 day return policy and she is not willing to override that, despite her ability to do so and these parts are still wrapped in the manufacturers plastic and sealed boxes. They can LITERALLY be placed right back on the shelf.
  We have absolutely no use for these parts, and unfortunately now need the money more than 500+ in in store credit for a parts store that can't even be bothered with customer satisfaction WHATSOEVER.
  I am appalled by their service and treatment. Their disregard for their customers has indefinitely insured we will not be returning customers and will warn others to stay away.
  
  At this point I am leaving this complaint because our family IS STILL waiting to speak with someone in regards to having our money refunded like the store associate and 1st representative claimed we could get.
  Our family is close in the automotive industry, with shops, and mechanics, we are well aware of where the parts come from and the process after returns..
  Not a dime will leave the companies pocket to return unused, unopened products that will be sold or returned and reimbursed.
  
  We are beyond frustrated. Over $500 is enough for a civil suit, and at this point we are looking at taking that route.

  Business Response

  Date: 07/08/2024

  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. District Manager ***** has attempted to contact Ms. ****** and left a voice mail. The store advised that they offered to assist with the return however Ms. ****** did not have a receipt and was unwilling to provide an ID for the store to process a non-receipt return. District manager ***** is willing to override the 45 day policy if Ms. ****** provides the receipt or an ID so the return can be processed. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.