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

  3806 Campbell Avenue Lynchburg, VA 24501

• 

  Advance Auto Parts

  3545 Brambleton Ave Roanoke, VA 24018-6521

• 

  Advance Auto Parts

  2636 S Smithville Rd Dayton, OH 45420-2642

• 

  Advance Auto Parts

  3525 Merle Hay Rd Des Moines, IA 50310

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:05/07/2024

  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.

• Initial Complaint

  Date:05/06/2024

  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 have unopened unused parts I purchased through an online order with pick up in store. I no longer need them they’ve never even been opened but apparently I can only receive store credit or wait 21 days on a check. Which I also can’t do because I have no address really that I could receive money to. Which is ridiculous. ** ****** *** ****** * **** *** ***** **** ******* ** *** *** * **. This is insane not one ounce of true customer service within this company and it’s really just sad. I want my money in less than 21 days.

  Business Response

  Date: 05/06/2024

  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. I am sorry to hear of the trouble Ms. ****** is having with a refund. The terms and agreements of online purchases with Advance Auto Parts state that all refunds are processed to the original method of payment. If Ms. ****** no longer has the original account but still with the same back the refund will process as normal in 7-10 business days once the order is marked as returned. If the bank rejects the refund it would process the refund via an e-gift card to the Ms. ******** email address. The final option we have available to help is to process a check for the amount of the order. If Ms. ****** is willing to allow a check to be processed we can request it be shipped via UPS Next Day Air, once cut. This will allow the check to arrive in 7-14 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: 05/06/2024

  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.
   
  Regards,
  
  ****** ******
  I do not even have an address for which you could send a check. I’d like nothing more but to say either of those things would work but sadly I’m kind of without right now and need my money back as soon as I return the parts. They’ve never been open they’re brand new and I just really need to get what’s rightfully mine so I can have some funds. I canceled my card when my wallet was stolen and closed almost every account he was familiar with to be safe. 

  Business Response

  Date: 05/09/2024

  Unfortunately, with online orders we do not have a way to switch the account for the refund or to provide a cash refund. We can make arrangements for the check to be delivered to Ms. ******** closest store for pick up. Please advise which store would be best. 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: 02/10/2025

  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** ***** ***** *** **** ***** Yes, my home address now **** ***** ** **** ***** **** ******** ** *********** ******

  Business Response

  Date: 02/10/2025

  Thank you for confirming Ms. ****** would like a check. I don't show that order ********* was processed for a refund. The last refund processed to this order was on 4/22/2024 and shows successfully processed and accepted by the bank. Please have Ms. ****** provide the refund receipt so this can be looked into 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:05/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into advanced auto in ********* ***** asking for a refund on a timing chain kit that was put on my 07 Cadillac cts. The part is defective and broken brought all the parts in to get a refund on warranty. The 2 men kinda laughed at me and said no . I was humiliated and I walked out red faced and hurt. I'm soo upset with the treatment I had to go through it was hard enough to locate the old receipt from my old mechanic then to be laughed at belittled. I demand a Apology and I'm taking my loyal abilities to another auto store if iam going to be treated like Im less than. I don't understand I had the old part and receipt in handi didn't even get the chance to explain.

  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 reached out to our field team and requested that they address this and contact the customer directly. They advised they have attempted to call and have been unable to leave a voice message due to there being no voicemail set up. We are happy to have them reach out again to the customer to address this incident.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: 05/12/2024

  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.
       Iam wanting a full refund for the product I have not received any calls, but now since I know that they havebeencalling , I will be answering every single call I get. But iam livid over this situation I have missed work missed appointment when I needed the part they have not been helpful in any way. Just reject me. I hope this is made right,  I do not want to believe my favorite auto store is making this so difficult to get a refund 
  
  ***** *****

  Business Response

  Date: 05/22/2024

  We reached out to our field again and asked that they make another attempt to call. The field advised they have called several more times including twice yesterday with no response and no ability to leave a message as there is no voicemail set up. 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:05/03/2024

  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 purchased parts online from Advance Auto parts on April 20th, 2024. I used ****** to complete this transaction, as I do with almost all online transactions. When using ******, you are taken off the company website and moved to ******** user interface to select payment method, billing and shipping addresses. I have had no issue with 80 other transactions in the past six months, just this transaction with this company.
  
  Two packages were delivered to a place I no longer live, and have not lived since June of last year. If you look at the receipt from Advanced, which I attached, they have my billing and shipping addresses as my previous apartment in ***********, **. If that billing address was used, this payment should have failed. My current bank account was opened after I moved and has only ever had one address for me, which is my current address listed above.
  
  Called ***, said they cant help, that's the address they were given.
  Contacted Advanced, they lied to me repeatedly. Chat transcript is included below.
  Contacted ****** because I didn't trust Advanced after being lied to, ****** closed my claim almost immediately due to receipt of a POD. Advanced opened an investigation on that same POD immediately after supplying it to ******. You can see the result of that investigation in attachments.
  
  My ****** agreement is attached and reflects my correct address.
  
  I ordered parts to maintain and repair my car. My car is currently not drivable. Advanced has taken my money and refuses to rectify the situation, or even admit any error. All I want is the parts I paid for so I can fix my vehicle.

  Business Response

  Date: 05/03/2024

  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 reviewed this case and order and have found that there was a system error regarding the ****** payment type being applied to the order. It did alter the address causing the parts to be shipped to a old address. We have processed a refund for this order and the customer should see that refund in accordance with her bank's policies. 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: 05/03/2024

  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:05/01/2024

  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.

  For the second time at the ******** store, the manager ***** is refusing to return my item. The only time he has ever helped me is when I had cleavage, the first time I met him. The second time I met him, I had on a loose sweat suit, and he was grossly rude to me. This third time, he was immediately rude, because he remembered I complained about him before. I decided to ignore his rudeness, because I thought I was getting my item returned.
  
  I bought Goof Off earlier today at the ******* Store. The employee who assisted me told me it would dissolve the adhesive on my windshield. It did not. I had to scrape the glue off for 45 minutes until my hand and arm were hurting. I have picture proof of the non-disolved glue pieces. I came to the ******** store to return, as it's 5 minutes away from my house. I told ***** from the beginning I bought it earlier on *******. ***** scanned the receipt and returned the microfiber towels that I bought. It is beyond obvious that the spray bottle labeled Goof Off isn't a microfiber towel.
  
  I went back to the counter to advise him it was the wrong item. While continuing to be rude, he told me it was the only item on my receipt. I told him that wasn't true and showed him the receipt multiple times. He finally asked me did I get it from another store. I told him yes, and I told him that in the first place. The entire time I was talking, he was being rude to me and cutting me off. It wasn't until after I called the district manager, ***** (who didnt answer) that he told me he could've manually returned it. But he refused after I called *****.
  
  I have ***** recorded on video refusing to return my item. I also have him recorded saying that he intentionally returned the wrong item! So he is stealing from me on behalf of Advance Auto.
  
  It's unacceptable that a manager returned the wrong item on purpose and is allowed to get away with it.

  Business Response

  Date: 05/02/2024

  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.   On behalf of Advance, we do apologize for this incident. I am happy to escalate this issue to the DM and the VPO. The customer would be contacted 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. 

  Business Response

  Date: 05/02/2024

  I have received a response from the DM stating, "This customer has already been contacted and the return was taken care of by the GM and the customer is satisfied after the GM explained how the return policy works. Please close this ticket."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:04/29/2024

  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 02/23/2023, I purchased front brake pads and front rotors, for my 2015 Nissan Altima. Both of these items came with a limited lifetime warranty. I reached out to a customer service rep through text who was able send me an e-mail of this order and was told that as long as I have my receipt I can go to that same store to replace those items. I went to that store location on Saturday 4/27/2024 and spoke with the store manager I believe and she told me unless the items were defective I could not replace the items. I don't think my mechanic would tell me that my rotors aren't defective if they weren't. How can a advance auto person who is not a mechanic tell me something isn't defective when she did not even look at the items. If the rotors were defective, it would cause my brakes to be defective as well. So when the manager told me that, I called customer service and was told that if I had the receipt it should be swapped. My order # *********. Why would it be advertised as a lifetime warranty and it not be honored?

  Business Response

  Date: 04/29/2024

  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 Ms. ******** has had with warrantying out her brake pads and rotors. With the limited lifetime replacement on the brake pads and the 2 year replacement if defective for the rotors, neither of those warranties includes wear and tear, only if there is a defect. This does have to be determined by the store location, as they have the training to detect between the two. We have escalated this to the store's field leadership to investigate and will be giving Ms. ******** a call within 24-48 hours with 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: 04/29/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have already gone to the store and spoke with the general manager about this and without her even looking at it she said that she wouldn't honor it. Yes, she had given me an example on wear and tear, but how can she determine that my rotors aren't defective, and I haven't had them for 2 years. Since the rotors are defective it played a major part with my brake pads, it's like a domino affect. This is a major inconvenience for me, because I have to keep going back to my mechanic, because my car is shaking really bad, and I do not feel safe driving under those conditions. 
  
  Regards,
  
  ****** ********

  Business Response

  Date: 05/01/2024

  We received a response from the general manager ****** who advised she is willing to swap out the brake rotors and pads for Ms. ********. She stated at the time of the original complaint, Ms. ******** hadn't brought the parts in for inspection. The GM did attempt to call Ms. ******** but didn't receive an answer. We suggest she go back to the store with the defective parts to get them swapped out.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: 05/07/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have contacted Ms. ****** three times to make sure that when I come to the store that I will be able to swap out my defective items. I do not want to get to the store and she's saying something totally different. I called yesterday 5/6 in the morning spoke with a young lady and gave her my information. The young lady stated that she would put my information on her desk. I called twice last week once in the morning, spoke with an older gentleman and he stated that Ms. ****** wouldn't be in until 12. The second time I called it was towards store closing and I did not get an answer. I just want to be sure that when my car is taken apart for the second time, that Ms. ****** honors her word and not say something different when I get into the store. 
  
  Regards,
  
  ****** ********

  Business Response

  Date: 05/08/2024

  We can reach out to ****** and see if she is able to try and give Ms. ******** a call again. She did attempt twice before and was unable to speak with her, but she has confirmed in an email with us that she is more than willing to assist Ms. ******** with getting new parts.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 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:04/22/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Advance Auto Parts, Store ****** *** ****** ** ******* ***** ********** ** *****
  
  Went there for two rear window wiper blades. They sold me the wrong blades. Took them back and they ordered replacement blades. The replacements were the wrong ones too. They wanted to reorder again. I said forget it, give me my money back. They refused to give me a refund because my credit card had been used multiple times for buying and returning the same merchandise.
  
  No one is in charge, no one can make a decision.
  
  Thieves!

  Business Response

  Date: 04/23/2024

  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 reviewed this complaint and will be happy to assist the customer. We need to have the proof of purchase and a good mailing address from the customer and we will send a check for the amount of purchase in question.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: 04/23/2024

  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:04/18/2024

  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.

  I bought a product and it came with a rebate. I feel out the forms and was sent a gift card from advance auto reward center and the card is not valid.

  Business Response

  Date: 04/26/2024

  Thank you for providing us with the opportunity to address
  the complaint that M. ******** has filed. It is important for us to hear from our
  customers, and we will strive to meet your expectations. We will be happy to assist the customer with this issue. If they could please advise which rebate they are referring to and the amount that was supposed to on the card we will be happy to replace it. The customer can provide a mailing address for a physical card or a good email address for a E-gift card.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:04/17/2024

  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.

  So on April 8th I purchased some auto parts online from advaced auto parts. They said the items were in stock online when I ordered them. When I went to get them they did not have them, they would not allow me to pay the difference for they what they had in stocks and said they had to return each item. When he went to do the return on my second order he had to call a manager over and he said we could've just got her the right piece and she can pay the difference. We'll now one return was already done for $142.00 they said it would go back to my card in 3 to 5 business days. So yesterday the sixth business day I call customer service and ask what's going on. He said the system messed up while trying to do the return and issued me a gift card. I ask why when I used my bank debit card. I asked for a supervisor and when she got on the phone she said there is nothing you guys can do besides cancel the gift card and give me a check. Neither one of these ate the way I paid. So I look in my email no gift card so I call back. Talk to a supervisor and she says there is no way for you guys to process the refund again I only had those two options. I told her my bank probably returned it because I keep my card locked. I did a review and got a response. They said they tried to process the refund again but I was told yesterday you couldn't by a supervisor. So I give her a different email and she sends me a advaced auto part gift card. Which is stupid because I had to repurchase the pieces again and it's like your trying to force me to come back. I told her to cancel it and send a check because I won't be back. Now I get to wait another week for the checkand will have to pay to cash it. It's like you guys robbed me you took my money and then tried to give it back in the way you think you can and it's illegal to take something and not return it. I would not recommend this company to anyone they are disorganized and liars.

  Business Response

  Date: 04/18/2024

  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.When a refund is made on an order there is an authorization attempt made on the original method of payment. When that authorization fails, a gift card is automatically issued to the customer, which is what happened in Ms. ******** case. As advised in the BBB Review ******* we are expediting a check to Ms. ****** in the amount of $142.20 on UPS tracking number ******************.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:04/12/2024

  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.

  On April 11 at 5:30pm I called your ****** store location to bring in battery cores that I had accumulated the woman. Spoke to said bring them in. So drove to the location brought them in . The women I spoke to the proceeded to ask the other women now on how to process the cores for she had no clue either . So after multiple calls to *** ****** the store manager finally called back His response was we don’t buy back cores for store credit, which I know it is un true so now 3 people can’t help process a simple transaction. I walk outside call the ****** location they said bring them in they know how to process them so we left ****** reloaded the core up went to ****** where they took 5 of the nine in no problem. And I got the lawn and garden battery I needed . Great job team ****** . Being I didn’t want to cart 4 more cores back in decided to drop them at ******** right next door and got 10 dollars ea instead of the 5 advance gave me and the battery was cheaper there also.. I feel advance auto shorted me 5 cores at 20 bucks over charged me 8 dollars on a battery and cost me gas mileage from ****** to ****** . And to have 3 people at one location have a total disregard for there own policies. Would appreciate a apology from the store manager and be nice to get what the competition is payin For cores .

  Business Response

  Date: 04/15/2024

  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.We have reached out to our field team to contact the customer regarding the issue that occurred when returning battery cores. They will reach out to the customer in 24-48 hours as requested. In regards to matching a competitors credit for a used core battery we will be unable to assist with that as that is not a part of our price matching policy.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: 04/16/2024

  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,
  
  ******* *******