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:05/29/2024

  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.

  Myself and my son both purchased items from advanced auto parts, based on the rebate offered for these items. There was several types of spark plugs to select from, and we both purchased a particular brand based on the rebate offered of $8.00 per 4 purchased. My son and I both purchased 8 plugs each, (totaling rebates of $32, $16 times 2 sets of 4 purchased. Everything was filled out on the receipt given at point of purchase, and that was end of February. I inquired via email after 2 months of receiving nothing, and was told it takes 6-8 weeks. Well, now it's almost June, well over 3 months, and I've not only received nothing, but I'm being ignored. Myself and my son would have purchased a different brand if it weren't for the rebates. I feel this was false advertising and trickery. It's disgusting and we are owed $32

  Business Response

  Date: 05/30/2024

  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. Our rebates have been taking longer than normal to process and be received. Due to the delay, I will have a gift card mailed to the address provided in this complaint for the $16 dollar rebate. Please allow 7-14 business days for this gift card to arrive. Please also have ***** ********** son reach out to our support center at ************* for assistance with his missing rebate. 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: 05/30/2024

  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:05/28/2024

  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 1/20/2024 I took returns that I needed processed for returns to my credit card. I was able to process the majority of my returns at the store on transaction *************, *************, ************* and *************, but I have not seen my credit yet. I have been trying to resolve matter with district manager *** and store manager ****** and have been going back and forth with them, both have stated that my credits had been approved but their finance department had to cut out a check but have not not given me the check or given me a time frame on when my transaction will be processed. I have called multiple times and both ****** and *** have just given me excuses that they are waiting for check but have no answers for me.

  Business Response

  Date: 05/28/2024

  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 for the inconvenience this has caused. The
  field leadership team of store **** has submitted a check request on case
  ******* to be sent to the store for this commercial account. This check will
  arrive within 14 business days. 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: 05/29/2024

  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:05/26/2024

  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 purchased a thermostat for my Chevy s 10 April 13,2024 and today May 26, 2024 I took the thermostat back to the original store with the original receipt to exchange or refund. The store manager female short crew cut style haircut refused to exchange or refund the item. She said she could not find it in the system and could not scan an exchange receipt. I told her ok and left the store she and the other worker watch me leave until I got in the car with my ride. Please see attached receipt and policy

  Business Response

  Date: 05/27/2024

  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. ******* had with trying to
  exchange or return his thermostat. 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.

  Customer Answer

  Date: 05/29/2024

  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:05/23/2024

  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 purchased a gold battery on October 31 2022 with a 3 year warranty. In September of 2023 my vehicle would not start. I got a jump start and took it to advance auto. The man **** had said at the time that the battery tested fine and it was a cold morning and many cars were having issues. On April 15th 2024 the vehicle would not start. Got a jump and went up again. The female tested it and said it was fine. On April 23rd happened again did not go up figuring they would tell me it was fine again. On the 26th it did it again. Went back up. **** came out and tested and again said it tested fine. I was quite frustrated at this point. He told me to take it to a mechanic and if they said it was bad to call there and he would send a new one down since he knew where I was taking it, and they do business with them. Did it again on 28th and 30th, I was not able to get an appointment until May 1st. I took it down and dropped off because they wanted to see if it would do it for them so they could test and find the problem. this was a Wednesday. The called me Friday and said it was the battery. I told them what **** had said and they called and were told by advance that I had to bring it there for them to test. I got a ride and went to pick up and it would not start again. The had to jump me to take it to advance auto. I am quite upset at this point with all the days it did not start and the female was there again and they had to test and said it was fine. I got corporate phone number and called. Case number ********. She called the store and then called me back and said they were going to give me a new courtesy battery but I would lose my remaining warranty till October of 2025. Beside the fact that I had to pay 104.33 to the garage for checking it.

  Business Response

  Date: 05/24/2024

  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 the inconvenience this has caused Ms.
  ********. We will be happy to look into the reimbursement of the garage charges
  if Ms. ******** can provide a receipt. The current attachment of the work done
  by * * **** ******* ****** does not show the 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.

  Customer Answer

  Date: 05/30/2024

  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.
  Attached is the receipt.
  Regards,
  
  ***** ********

  Business Response

  Date: 05/31/2024

  We will process a check for Ms. ******** to be reimbursed
  for the garage costs. Please allow 14-21 business days to arrive. We will send
  it to the complaint listed in the complaint. Our promise is to provide superior customer service and
  offer high-quality products when you need them. Thank you for allowing us to
  respond.

  Customer Answer

  Date: 05/31/2024

  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:05/22/2024

  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.

  May 24, 2024, May 10, 2024 they sold me the wrong part and refuse to exchange it with the proper part. After making me wait around for an entire day for the shipment of the correct part. They refuse to exchanged. I told them on may 10th that I’m going to be stuck out in the middle of a field two towns over and they failed to ensure they gave me the correct part. But with her reassurance i got stranded in a developed field forced to Jerry rig the old broken one to make the car drivable though probably causing extreme wear and tear on the vehicle. I finally make it home after 5 days of starving in the heat with nothing but a bag a tools and and useless part, they make me wait around for an entire day while they order the same part again, this time it’s the correct part, obviously, and they refuse to exchange it. Previously in 2011 i bought an alternator from that and it was defective. So they said oh just buy another one and when you bring the old one back in we’ll give you a refund. Well they never did that either and now they are making me double pay for another thing. These people are sick in the head and shady underhanded ways. They should be shut down.

  Business Response

  Date: 05/24/2024

  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.   Mr. ********** spoke with a supervisor on 05/22/2024. He was advised we do stand behind the store's decision to deny his exchange. He was offered a one time courtesy $30 speed perk coupon as a form of payment for his refund. He did accept this offer. He confirmed he received the coupon before the call was ended.  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:05/17/2024

  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.

  I had ordered a brake cylinder for my brakes since I can't drive my car right now, l ordered for same day delivery I have been waiting for it since 3 it was suppose to arrive it was same day delivery . Now it seems like they gave my order to someone else, it shows someone getting my order in a picture.My order number is ********* .No one is helping me with this

  Business Response

  Date: 05/20/2024

  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. Our policy advises we must submit a claim when a same day deliver order is not delivered by a third party delivery service. That claim was submitted and has been approved. A refund has been issued to the customer 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:05/14/2024

  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.

  They promised me a new motor for 2500.00. They told me that they were keeping the money and they will not give me my money back. The district manager. This is for the location at **** **** *********** ************ ** 

  Business Response

  Date: 05/15/2024

  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. We have reached out to our field team to investigate this issue. They have advised that the check request for this issue has already been requested and is due to be deposited tomorrow. The field advises they have been in contact with Mr. ****** regularly. 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:05/13/2024

  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 purchased one AC Measure & Charge from Advance Auto Parts at **** *********** ***** ***** ************ ** on May 9th. Same day I went to the shop and told them that it is not working. The needle at the gauge stays on ‘Green’ bar. One of the staff saw that and don’t what he did and after that when he connected to air-condition pipe, the needle in gauge goes directly to red section. He told me that the item is fine and the AC compressor in the car is not working.
  
  I went to an Auto workshop, and he tested the AC unit in my car, filled the Freon gas and didn’t find any part defective in the air condition unit in my car..
  
  Next day on May 10, I went to a nearby store to my work and requested the staff to return as its gauge is not working. She asked the reason and I told her the whole story and very rudely she refused to return and asked me to go to dealer and replace compressor.
  
  I never had this type of behavior with Advance Auto Parts staff but now I would suggest to never buy anything from Advance Auto Parts.

  Business Response

  Date: 05/13/2024

  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 return policy only accepts unopened items. The store has to check items that customers bring back as defective to confirm before a refund can be processed. A check has been processed to refund the $39.21 as a onetime courtesy for ******** *******. It will take 14-21 business days for this to arrive to the address provided in 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.

  Customer Answer

  Date: 08/20/2024

  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 have received the check.
  Regards, ******** *******

• Initial Complaint

  Date:05/08/2024

  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.

  Around April 28th I went to advance Auto to get a battery for my 2003 Lexus ES300 now I purchased batteries and other items from them before this particular time was a disaster I gave them the registration from my vehicle and it gave me the battery that they said I need I paid for it left I went home to have it installed long and behold the person that was installing it said it was the wrong battery so I said well that can't be right cuz I gave him the registration and everything it was the also the wrong battery because I end up at my car would not start and ****** * head came out ****** * tow person said it wasn't the correct battery either and it was my car up so I was furious I called up there immediately I spoke to the manager and I sure what his name was but it should be when they look up in the system on my receipt I asked for manager he basically said that when I called and said that the battery was not the right battery and did my call was messed up from it he basically said he knew that it was not the correct battery I don't know how he knew but he looked in the system and knew and that I could bring it back and get a exchange so I did that after that the you know my car still would not start so I end up contacting the corporate office and bringing it to their attention basically you know I took the registration up there which they can see on camera and did everything I was supposed to do with it everything that you know was related to the car and did they sold me the wrong battery they took the battery back the corporate office said that they was going to you know I guess contact me from their claims about this issue I never heard anything back basically I had my car towed to a repair facility and the repairman said that he could fix some things but he couldn't fix everything because of whatever the battery gets so much so substantial damage to my vehicle so now I will have to pretty much trade the the vehicle is broke so not will never be like it was

  Business Response

  Date: 05/08/2024

  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 Ms. ****' concerns to the field team over store #****. Ms. **** should expect a phone call from the field team within 24-48 business 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.

  Customer Answer

  Date: 05/09/2024

  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.
  
  They should have been responded back to me before it got to this so no I'm not happy with the business I reject the nail response
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:05/07/2024

  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 went to advanced auto today and tried to use my speed perks bucks for a purchase. They had blocked my account and said it’s not for commercial use. I lost all of my speed perks bucks.
  This account is used for my personal use.
  I am an electrician not a mechanic
  
  Everyone at advanced auto said there is nothing they can do.

  Business Response

  Date: 05/08/2024

  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 this may have caused. However, our policy regarding our speed perks program does state the following:                             "the program is only available to Do-It-Yourself customers of our participating Advance Auto Parts and Carquest stores and our online store; it is not available to commercial account customers.  Membership may be revoked at any time. Any abuse, failure to follow any terms of the Program, or any misrepresentation may subject Member to termination of membership and will affect eligibility for further participation." Commercial use also applies to any business account and is not solely limited to those in a mechanic field. Until the account has been reviewed and its evaluation complete we can not unlock this profile and any points or rewards that are associated with it are locked as well.       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: 05/10/2024

  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.
  My account is not and has never been a commercial account.  All purchases that have been made are for my personal vehicles for personal use.  I own a 2014 gmc sierra, 1986 ford f150, and a 2006 bmw.  All work to these vehicles was done by me.  Please provide me explanation of what prompted your organization to determine this was a commercial account.
  Regards,
  
  ***** ******

  Business Response

  Date: 05/15/2024

  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.There is a piece of the policy that advise that speed perks can not be used for commercial accounts. That does not mean that your account was determined to be "commercial."  That is not the only part of that policy. It does state that "membership may be revoked at any time. Any abuse, failure to follow any terms of the Program, or any misrepresentation may subject Member to termination of membership and will affect eligibility for further participation." Any violation of the program can result in a account become locked. Until the account has been reviewed and its evaluation complete we can not unlock this profile and any points or rewards that are associated with it are locked as well.                 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: 05/15/2024

  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.
  Your response suggested that I did something that was in violation of the terms of the agreement.  I did not violate the terms.  Nor have you provided any evidence that I did.  Your company is hiding behind the sentence “ the membership can be revoked at anytime”That seems to be a poor company policy to void a membership when the customer begins to use the rewards that they earn by doing business with you.so please explain exactly why I was blocked.  Your responses have yet to answer that question.I will never spend another dime at advanced auto.  But I will spend a lot of energy sharing my experience along with your responses to this customer complaint.
  
  Regards,
  
  ***** ******

  Business Response

  Date: 05/20/2024

  As per our policy, any speed perks account membership can be revoked at any time. We do not release the reasons an account can become or is blocked or under investigation as that would allow the system in place to be circumvented. Our promise is to provide superior customer service and
  offer high quality products when you need them. Thank you for allowing us to
  respond.