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.
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.

Initial Complaint
Date:06/18/2024
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.
Advance Auto is using my email address to facilitate their business at the store in ********* **. I have received several Speed Perks rewards to my email address for purchases I never made. I have called and emailed several people at Advance.Their actions make it appear as if I am spending thousands of dollars at their stores. I have have been told several times a supervisor is looking into and that he would contact me,never happens
Business Response
Date: 06/19/2024
*** *******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. The store's system has been updated so that Mr. ****** should no longer receive emails for purchases he did not make. This was completed today 6/19/2024. Please have Mr. ****** notify Advance Auto Parts if the fix did not work and he continues to receive emails that do not belong to him. 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: 06/19/2024
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. ** ******I don’t feel that the response from Advance Auto is sufficient. They should refer to Case#********. I have two emails;
Hello ******, When was the last time you received an email or points for some one else's purchase?Thank You,******* *.Advance Auto PartsCustomer Service OperatorPhone: ************Email: ************************************ ******* *** ******** ** *****Case#********(Email dated 5/22/2024
Regards,
Hello ******,Just reaching out to see if you could send me a copy of that customers receipt you received showing the tm that is doing this.Case#************* *.Advance Auto PartsCustomer Service OperatorPhone: ************Email: ************************************ ******* *** ******** ** *****Case#********NOTICE (email dated 4/2/2024These two emails are in addition to numerous phone calls to Advance Auto.Each call Advance Auto promised resolution and investigation. The flood of Speed Perks rewards would stop for about a week and then start up again.I feel that Advance Auto should close the account that is being fraudulently used and I should receive some type of correspondence to confirm.Further my email needs to be removed from their system.
****** ******
Business Response
Date: 06/25/2024
*** ******,The attached receipt shows that the purchase was made on 6/18/2024. The correction was made on 6/19/2024. Please have Mr. ****** confirm if he has received any more emails after 6/19/2024. 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: 07/11/2024
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. Received an email on June 25th. Please take email address out of your system COMPLETELY. Want NO emails from Advance Auto Parts.

From: Advance Auto Parts <**************************************> Date: June 25, 2024 at 12:39:27 PM EDT To: ************************** Subject: Rate Your Recent Purchase. We're All Ears! Reply-To: Advance Auto Parts <****************************************************************************>
Business Response
Date: 07/11/2024
*** ******,The attached receipt on this rejection shows a date of 6/18/2024. Please have Mr. ****** send a picture of the email he received on 6/25/2024 so we can continue to try and diagnose where the email are coming from and stop them. I have added his email ************************** to our opt out list for promotional emails to stop coming to him. This process takes 21 business days to complete. 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: 07/12/2024
*** *******Mr. ******** email ************************** to the Advance Auto Parts opt out list for promotional emails to stop coming to him. This process takes 21 business days to complete.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:06/18/2024
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.
****** at ******* Ave.

I took in an online order to return because online it said it would fit my truck, it does not.
****** said I needed a barcode to return, logged into account on phone & pulled up the order that had a bar code.
She could not get the order to pull up so said I had to come back in morning to let her manager take care of it. Told her I would not that I lived out in the country on other side of town.
She kept insisting there was nothing she could do and I needed to come back in the morning. I asked if she was going to reimburse me for my time and gas & she chuckled & said no.
I told her I was not coming back in the morning and to call someone to figure out how to return it. She said no & that she was refusing me service & I needed to leave. I told her I would be contacting corporate about all of this.
I told her that we have been long time customers & have spent a lot of money at this store and we would not be shopping with Advance Auto ever again. She stated well I’ve been here for 3 years and I have never seen you.
I replied, well (named a specific prior employee) that used to work here years ago & before I could finish ****** shouted out oh you mean the one who got fired for stealing. Did she just really say that to me? I then asked her for her name because she wasn’t wearing a name tag. She yelled back that she didn’t have information for corporate. I said asked for your name. In which then she gave me. She then told me to leave again in which I did.
I went to the 4th street store & showed them the exact information I showed ****** & they had no trouble doing the return. Upon leaving the lady cashier asked me if I was the one who tried to do a return at the ******* Ave store. Apparently ****** called over there & told them I was trying to do a fake return, that the information I had was not valid. How dare her talk about me like that. **** at the 4th street store & the lady that was there were very kind and professional.
Business Response
Date: 06/20/2024
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. I am sorry to hear of the experience Ms. ******* had with her local store. General manager ***** attempted on 6/19/2024 and today 6/20/2024 at 10:40am to contact Ms. ******* regarding this experience with no answer. He will attempt to contact her again tomorrow 6/21/2024. 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:06/16/2024
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 6/15/2024 I stopped at Advance Auto in ********* ** to Pick up a few wheel Lug nuts walking to the counter I ask the Employee Name ***** about getting a price on the wheel lugs I needed I handed him what I needed he ask me how many I needed which I replied depending on the price of them I’ll take 5 how much were they each his response was how many do you want the I politely ask ***** the price per each again then he turned back at me and ask how many **** lug nuts do u want in a Nasty high pitch tone I told him over and over I needed a Individual price per Lug then he screamed strait in my face How many! Which I screamed right back at him telling Him . I will take my business elsewhere, and he had no right talking to me like the way he did. I asked him his name that’s how I figured out his name was ***** and he is also a manager. How do you managers at advance auto have the right to talk to their customers like this ????? I told him I would be contacting your corporate office, and he And no response and I left the store. This is totally unacceptable.
Business Response
Date: 06/16/2024
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 experience Mr. ***** received at one of our store
locations. At this time, we have escalated to the field leadership of the store
in ********* to review this situation and reach out to Mr. ***** within 24-48 hours.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:06/12/2024
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.
June 11, 2024
Invoice states 3 year free replacement, advanced auto refuses to honor warrantee,looking for replacement 3 year battery or $159.99 refund
Business Response
Date: 06/13/2024
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 policy regarding our DieHard Battery warranties does state that it is from the date of the "original" purchase. In this case that was in 2020 and the battery would not be eligible for another exchange at this time. These warranties are good for as many exchanges as needed during the "warranty period." Once that period is up a new purchase must be made and no further exchanges are permitted. That new purchase will have a new warranty period at that time. The customer was offered a $50 gift card as a one-time courtesy 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.
Initial Complaint
Date:06/12/2024
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.
on january 12th i bought a starter and its defective i had to pay 250.00 for the labor... then on todAY that starter went out.. the store was kind enough to replace under the warranty but im on a fixed income and cant afford to pay the 250.00 again.. i think this should be covered by advance
Business Response
Date: 06/12/2024
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. The warranty specifically states that labor is not covered under the warranty only the part. However, as a onetime courtesy given the multiple issues Ms. ***** has had with the start if she can provide the original install receipt, second install receipt, third install receipt or quote for the third install, and the exchange receipt for the exchange done today Advance Auto Parts will review the request for assistance with labor charges. 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:06/10/2024
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 1-15-21I purchased a battery for my 2014 toyota prius from advance auto parts. On 2-28-22 the battery would not start the car . I visited the advance auto parts store on ******* Rd in ******* ***** and they gave me another battery under warranty. On 6-7-24 the battery was defective. I called the advance auto parts store in ********* *****, the sales person told me the battey was out of warranty. I advised him the battery was replaced on 2-28-22 and came with a 3 year warranty. The man I spoke with was rude and told me they didnt have the same battery but could sell me an upgrade battery it was $269.00 and said he wasnt going to warranty my battery and hung up on me. I called the cooperate office and spoke with a customer rep she was helpful and told me that they would replace the battery . The rep said she would call some of the local stores and find me a battery and they would replace this battery. She called the ********* ***** store and then she told me that the battery wasnt under warrant that they "roll back" the warranty from the date the first battery was purchased. I advised her that this was the second battery that has gone bad in 2 years. she said nothing she could do, but the battery that was replaced on 2-28-22 should have the 3 year warranty as they advertise. The rep gave a case # *******. I purchased a battery from Orielys Auto Parts for $196.46 plus the sales tax of $15.70 = $206.16 I am requesting the full amount of $206.16 to be refunded back to me.
Business Response
Date: 06/10/2024
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 that can be found on the Advance Auto Parts website ***************************************************** calls out that the warranty on the replacement battery does not start over new when a defective battery is exchanged. I have attached this to the complaint for review. A refund will not be issued for the ******** purchase. Advance Auto Parts can offer a $75 dollar gift card for the inconveniences. 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: 06/12/2024
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.] This not acceptable.. The batteries that are sold at Advance Auto parts are defective and do not meet their warranty standards of 3 years.s. I had to drive to *** ******* ***** once and to ********* ***** to exchange the defective batteries.. That was 80 mile round trip twice at 160 miles. IRS allows $.58 cents per mile for mileage that I should be refunded plus my time . The mileage expense is $92.80 plus drive time back and forth for 3 hours at minimum wage of $20.00 per hour would equal $60.00 so i will accept $152.80 in a check and not a gift card as after this issue for 2 reasons (1) the closest Advance Auto Parts Store is 80 mile round trip, secondly after the unacceptable customer service I will not Shop at an Advance Auto Parts store ever again..

Regards,

****** ****
Initial Complaint
Date:06/07/2024
Type:Delivery 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 ordered a flywheel (car part) on may 26th. It was supposed to arrive in 3-4 days. I was charged 400 for the part, 18 for shipping, and a bit more for sales taxes. Totaling a bit over 450 dollars. I called after 4 days and they claimed there was a *** delay, after 9 days , calling several days in a row, someone who was there when i placed the order spoke with his upper manager who apparently cancelled the order. I did not receive any refund from this, i was never contacted about the cancellation and i still have the 450 dollar charge on my credit card. I have work that needs this part to be completed and the business has not rectified the error in any way.
Business Response
Date: 06/12/2024
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 investigate this issue. The general manager has advised that he is happy to provide the refund in question due to the part being back ordered. The customer will need to come to the store to be refined 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:06/06/2024
Type:Sales and Advertising 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 5/21/2024 I purchased two Rain Ex wiper blades from Advance Auto Parts, Store ***** for a total of $44.20. On the counter was a flyer that stated if you purchased two or more Rain Ex wiper blades that you would receive a $15 rebate. The associate explained that I needed to go online on the their website to claim it. I completed an online form on that day and was given a claim # of ****************. On 6/5/2024 I received an e-mail from Advance Auto stating that they could not find my purchase information and requested I send more information. I emailed them a copy of my receipt. On 6/6/2024 I received an email from ****** from Advance Auto Parts thanking me for the receipt, but that my purchase did not qualify a rebate. The email from Advance Auto was *********************************** and phone # ***********
Business Response
Date: 06/06/2024
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. Please have Mr. **** provide his receipt. It was not found under his phone number ************ and we do not have access to the information turned into the rebate department. Once we have the receipt here at the support center a gift card for $15 can be mailed the address Mr. **** has provided. 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: 06/07/2024
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:06/05/2024
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 am writing to express my disappointment with the service I received at your store on June 4th. I purchased an ac recharge kit on june 4th, but upon receiving it, I found the merchandise to be damaged.

I promptly returned the merchandise to your store with the expectation of receiving a refund. However, I was surprised and frustrated when your staff refused to refund my money, not in originalpackaging. But the packaging consists of a zip tie.

I believe that as a customer, I am entitled to a refund for damaged merchandise, especially when it is a result of poor quality or mishandling during shipping. I am dissatisfied with the way this situation was handled and expect a resolution to be reached promptly.

I request that you reconsider your decision and issue a refund for the damaged merchandise as soon as possible. If necessary, I am willing to provide any additional information or evidence to support my claim.

Thank you for your attention to this matter. I look forward to your prompt response and resolution.

Sincerely,

**** *******
Business Response
Date: 06/05/2024
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 experiencing in receiving a refund. We would be happy to escalate this matter to the store's field leadership if Mr. ******* could provide the store location where the product was purchased and attach a picture of his receipt if possible.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: 06/05/2024
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,

**** *******
Customer Answer
Date: 06/24/2024
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.
No one has reached out to me. The receipt was attached with the store location.
Regards,

**** *******
Business Response
Date: 06/24/2024
We have escalated
this matter to the field leadership of store #****, located in ******** **.
Please allow 24 business hours for Mr. ******* to be contacted by the field
leadership.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: 06/27/2024
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. They gave me my money back. Thank you for your help
Initial Complaint
Date:05/31/2024
Type:Delivery 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.
There was no notification left on our door about any package from ***. We have a security camera at our door, and there was no delivery. The issue concerns a check that was supposed to be waiting at Advance Auto Parts Store, *** ****** *** **** ******** *** for over two months. I will upload proof of delivery, which shows it was marked as delivered on March 13. We have no recollection of such a check waiting at this location. Our family has contacted the business, but they refuse to give us direct answers, and their phone system is very confusing. They don't call back either. This is a financial matter, and we request prompt handling so we can report suspected check fraud if necessary. Thank you.
Business Response
Date: 06/01/2024
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
sincerely apologizes for the inconvenience Mr. ****** is having with collecting
his package. At this time, we have escalated the matter to the field leadership
who will give Mr. ****** a call within 24-48 hours to discuss 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.

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Advance Auto Parts is NOT a BBB Accredited Business.