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:04/05/2024

  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.

  A Wagner quietflow muffler that I purchased on 2/5/21, failed. The muffler has a limited lifetiMe warranty. I was to get a free replacement muffler. When I took the failed muffler to Advance Auto in ***********, **, I was given a new one, but the cashier messed up the transaction.
  
  On 4/4/24, He refunded money to the credit card that I had through ******, which is an obsolete credit card. $95.40 got refunded to that card. I then had to pay for a new muffler, an amount of $105.95. I have no way of even contacting this former credit card company to get my money.
  
  Here are two issues:
  1. I should not have gotten a refund, just an exchange of the defective part for a new one. Due to transaction error, a refund was given, but it was given on a credit card that I no longer have or have access to. This is unacceptable! Their failure to perform a warrant transaction should not result with hardship on my part.
  2. The refund was $95.40 and the price I paid for the replacement muffler was $105.95, so even there, Advance Auto didn’t allow me to break even, as was necessary for the walker limited lifetime warranty.
  
  Original order number on 2/5/21, *********.
  Refund transaction I’d ***************** $95.40
  Purchase on 4/4/24: muffler ********, $105.95.
  
  Since they chose the route of refunding a warranty claim on a purchase over 3 years ago, why would they refund it to an old credit card? They should’ve found a better way to refund that money. Why couldn’t they just give me the new muffler without having to refund money and have me buy a new muffler - that’s not how warranty claims should work? Why couldn’t they refund me with cash or had it go on my current credit card?

  Business Response

  Date: 04/08/2024

  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.Advance Auto Parts sincerely apologizes for Mr. ******* inconvenience with replacing this muffler and receiving a refund. According to our records, we show that the refund for his online order #********* was processed successfully to his ****** account. Normally if ****** cannot process the funds back to the original card or account attached, they will hold the funds in the ****** account and allow the customer to transfer those funds either to a new debit or credit card or a bank account they attach. Since we see no errors regarding the refund, Mr. ***** would need to contact ****** if he is having issues seeing the funds. Also, the store had to process a refund for the online order as there is no option for them to do an exchange when looking at online orders. The correct procedure is to return the defective product to the original method of payment and repurchase it, or vice versa. This also keeps the warranty intact, as if the store were to do an exchange that new product would not have a valid warranty. Lastly, unfortunately, we are unable to credit any in-store purchases. We would be happy to issue a $20 Speed Perks coupon to Mr. ***** due to the price differences of the purchases.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: 04/08/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  The limited lifetime warranty on Walker Mufflers’ website, Driv, indicates that to make a claim with the warranty, (customer) is to return the defective product with the dated original receipt to the retailer from where it was purchased.  I did this.  It proceeds to say DriV’s obligation under this warranty is limited to replacement of the worn put or defective product.  Advance Auto failed to do this.  They instead provided a refund to a transaction that took place 38 months ago and required me to purchase a new muffler. The warranty process does not specify the retailer will provide a refund to the original purchaser. Advance Auto is negligent in failing to abide by Walker Muffler’s warranty claims process.I expect Advance Auto to honor the warranty process, to rescind the $95.40 refund and to reimburse me for my purchase of $105.95 on April 4, 2024
  
  Regards,
  
  **** *****

  Business Response

  Date: 04/15/2024

  At this time,
  Advance is unable to cancel the refund processed back to Mr. ******* ******
  account. Again, if he is having issues locating this refund he will need to
  speak to ******'s customer service, as we show that the refund processed
  without incident. If Mr. ***** no longer wishes to have the muffler he recently
  purchased, if it has not been installed and unopened, he can return the part with his
  receipt to a local store for a refund. Our promise is to
  provide superior customer service and offer high-quality products when you need
  them. Thank you for allowing us to respond.

  Customer Answer

  Date: 04/16/2024

  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 added a photo of the damaged muffler from my vehicle and brought into the store. I did my part for an easy exchange of failed Walker muffler by bringing it into the store for a new replacement Walker muffler, but the business instead opted to provide a partial refund to my ****** purchase from 38 months ago and then require me to buy a new muffler.  I have made attempts with ****** to access those funds, but their protocol is such that I am to work with the credit card company of the original purchase to get those funds. Had I known in 2021 that the Advance Auto part would fail 38 months later and that my *** credit card on my ****** account for this purchase would change from **** ** ******* ** ***** ********** and I would no longer have access to the **** ** ******* credit card, I wouldn’t have used that account, and instead paid cash. I wrongly assumed that Advance Auto would not honor Walker Muffler’s warranty protocol by opting for complicated financial transactions over a simple exchange of a damaged part for a new one.Advance Auto has since been a bully to me, by their own admission, making me to work with ****** to aquire the partial refund, and then offering a store voucher for the remaining money they didn’t honor in the first place.I ask the Better Business Bureau to help this consumer make this situation right by having Advance Auto reimburse me for the muffler that I bought and me still retain said muffler to honor the warranty.
  Regards,
  
  **** *****

• Initial Complaint

  Date:04/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 04/02/24 I made an online order #********* to pick up at store #**** in ****** I was around that area so decided to stop by. Picked up my order in the morning it was handed to me in a little box and csr ***** *. Gave me the box and my receipt. I had to run errands I did not open the box to look at it. 2 days later so on 4/4/24 I have my car getting fixed and I give the mechanic the box and as soon as he opens it he says this part is used, I look at it and it does looked used, so I go to the nearest store around witch is the store #***** in ******* **** to exchange and csr ****** *. Opens box and says we cannot exchage or return it, I provided my receipt. I explain to him I just bought that part 2 days ago, it was an online pick up order and I just want an exchange because its used and no good and I need the part because they are working on my car and that has to be replaced, csr was very rude and said no he refused to exchange or return. He stated I needed to return in original store, and never said it wss only eligible for exchange. Since I needed the part right away, I purchased another one in that store so I can get my car fixed, this time I did open the box infront of csr to look at the part make sure its good. but know the original store I bought in says that part is not eligible for returns and wont refund my purchase and they are telling me the other store had to do an exchange because I had my receipt and just made the purchase and they dont know why they just didnt exchange because it even had a guarrantee. So both stores not helping me resolve my problem. they are just blaming each other. And i lost my money. Looking at the boxes they look almost the same but the used part the box had a sticker dated back on 12/8/21 and it has an order number witch confirms this is a used part, they probably returned or exchange. Witch is very unethical to be reselling this used parts.

  Business Response

  Date: 04/05/2024

  Thank you for providing us with the opportunity to address
  the complaint that ****** ****, has filed. It is important for us to hear from
  our customers, and we will strive to meet your expectations. We apologize for the inconvenience this has caused. We have
  refunded the online order ********* in the amount of $81.13 going back to the
  original method of payment. We have submitted a check request for the
  difference of the in store purchase of $20.52 that will be sent to the address
  listed in the complaint. Please allow 14-21 business days to receive this
  check. 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: 04/06/2024

  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:04/02/2024

  Type:Billing 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.

  This is in regards to a bill **** ***** **** has received from Advanced Auto in the amount of $8,067.98. Numerous items on the bill are being billed to us after they were already paid for. The store in ********* where the items were purchased can’t seem to help us. They don’t know what was billed to us or what was paid for. They claim that they don’t have copies of the invoices. The business manager there is named ******** ********. He expected me to sort this out when I needed his help. I sorted it out and sent him copies of cancellled checks and invoice numbers that had already been paid. We have all of the invoices ot the items we have purchased and records of what items were paid for on our checks. I have spoken to many people in the corporate office. They all see what the problem is, tell me they will solve it, but never call me back. I have spoken to ***** **** and ******** . I have 2 case numbers. #******* and #*******. Today I receive a letter threatening to send this matter to a collection agency from ****** *******. Not one person has tried to help me solve this problem. I have a small balance due but I will not pay them until they straighten out the double billing. I think something crooked is going on in the ********* ** store. One of their drivers lost one our payment checks. We had to cancel the check and rewrite the check at a $30.00 expense to our business. They don’t have records of what we paid for to send to corporate. It makes no sense. We purchase items, they deliver them, we get an invoice, we record the invoice into ***** *****, we pay for the invoices. Then we get a huge bill with most of the items we paid for on the bill. I spent 10 hrs. matching the invoices to the payments. I gave this to ******** and to ******** . Still no help. ********  didn’t answer my last e-mail, ***** **** never got back to me. **** from AA who comes into the shop empty handed wanting to figure this out. All he did was ask me what I “think” we owe on the bill.

  Business Response

  Date: 04/08/2024

  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. The District Manager was able to go over the account with
  Ms. **** to indicate the carry over balance into 2023 with the balance of parts
  and month charges incurred for *******. At this time, the DM is waiting on Ms.
  **** to bring receipts to dive into this issue a bit more regarding the balance
  owed. 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: 04/08/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, I am waiting for the store to e-mail invoices from the past two years so I can compare them to the invoices we have paid. The store offers no help what so ever in actually doing the leg work in trying to solve the problem. Their response is always the same as above but they offer no evidence to back their claim. I have been trying to solve this matter since last November. Corporate told me after 5 months that they cannot help so therefore it falls on the store. The district manager has been somewhat helpful. He was supposed to call me last Friday and e-mail me a list of invoices for the past two years which did not happen. I called him this morning, (**** *****) and put in the request again. He said in a day or two he should have them. I also asked him why the store does not know which invoices they received payment on. He said they just don’t have that information. To me, that does not make sense. Every payment we have made to them in the past two years had a stub attached to each check listing which invoices were being paid. 
  
  Regards,
  
  ***** ****

  Business Response

  Date: 04/16/2024

  We
  have been working with Ms. **** to try and resolve the issue. The
  District Manager has asked Ms. **** for the missing documents that we
  don’t have on our end and have been unsuccessful. When speaking with ***  the book keeper, we were informed that, so many invoices can print out
  on the check stub so some of the information is missing and to speak
  with Ms. ****. We have not been able to obtain the necessary documents
  to resolve this issue.  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: 04/18/2024

  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.
  Every payment that was made to the store had a check stub attached that had the invoice numbers and the amount of each invoice that was being paid on each check. The store was given a copy with each payment that was made. This was attached to the check. They can match the invoice numbers on the check stub as to what has been paid. During that process they can narrow down which invoices are left unpaid. At that point I will match those invoices that they claim haven’t been paid to my records. The store expects me to do all of the leg work. Am I to be expected to do their job? They have yet to show me the invoices that they claim are unpaid as far back as 2022.  They have all the information that they need to do so. Yet they throw it back to me.
  
  Regards,
  
  ***** ****

  Business Response

  Date: 04/26/2024

  General Manager ********, is working with Ms. **** to go through all the invoices accordingly. GM will match all the invoices to the pay stubs that will be provided from Ms. **** and see what the outcome of the balance will be for the business.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: 05/13/2024

  I have reached out to Ms, ******* and pointed out to her that more than a month has passed with no response. The store is no closer to solving this billing error than it was 6 months ago when I first requested which invoices were identified as unpaid. Recently I received a bill that has a zero balance listed. When I inquired about it I was told it was a glitch in the system. A glitch? The bill they are claiming that I owe (with incorrect invoices listed as unpaid) but they cannot produce which invoices that are past due for more than 2 years isn’t considered a glitch? This is extremely stressful as it’s dragging on and no one from the store all the way up to corporate is helping. Am I the only one this has happened to that purchases from this store? This needs to be looked into. Thanks,***** ****
  
  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,
  
  ***** ****

• Initial Complaint

  Date:04/01/2024

  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.

  I am owed a $12 rebate from 12/23 but it was never paid to me.

  Business Response

  Date: 04/01/2024

  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. I am sorry to hear that Mr. ****** has not received his rebate. For assistance with the rebate, he will need to contact ************** as the only access we have at the support center provides us the same information in his attachments. A $15 dollar Speed Perk coupon was issued to Mr. ******** account for the delay in receiving his 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: 04/02/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:03/25/2024

  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.

  So I called and spoke to a manager due to getting a wrong filter & gasket as a “ KIT “ in a box. I asked if I brought the box back up to the store would they exchange the kit for the correct one. Store manager said yes. I said and was very detailed to him that me and a mechanic tried to fit the filter / gasket onto the pan and that there was some smudges of oil residue due to pre fitting to making sure that the items would fit. The store manager said “ Yes, we will take it and exchange to make things right “ I said awesome. A few days went by and was on a day off I was able to get to the store. Went to go exchange it on 3/22 around 6:25pm and was given attitude from a older male gentleman working that evening and he said no we will not and never take it back cause it was used. I told home that due to pre fitting the filter and gasket that there was some smudges and oil residue from our hands that got on it. He said we won't take it. U gotta buy a whole brand new one. So I had to. This gentleman had no customer service whatsoever and was just rude.

  Business Response

  Date: 03/25/2024

  Thank you for providing us with the opportunity to address
  the complaint that ******** ********, has filed. It is important for us to hear
  from our customers, and we will strive to meet your expectations. We apologize for the inconvenience this may have caused. We
  have gone ahead and issued a refund for the filter kit ordered online. We have
  also refunded the shipping & handling fee of $8.99. The refund will take
  approximately 5-7 business days to appear in their **** account ending in ****. 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: 03/25/2024

  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:03/15/2024

  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.

  Online order: ********* Date of purchase: 04/04/2021
  Defective part exchanged on: 07/21/2022. I attempted to exchange defective rear brake pads today at the advance auto parts store number **** **** * ***** *** ******** ***** *******  Upon my arrival I was greeted by a customer representative and upon me advising him of my j tent he got the item and took it to the back. He returned and told me that he could not exchange the item in warranty due to it having been exposed to metal ti metal damage. I explained that the item had not been damaged that way and the issue with it is that the item wore down excessively fast. I asked ti speak to the manager and a make came up to the counter and told me that it was not due to metal damage. He explained that it was due to excessive wear and not manufacturer defect. I explained that I had previously retired the same item once before due to one of the pads completely failing and braking apart and now less that two years later they were almost completely worn down. He once again stated that he did not know what my driving habits were so he could not accept the return. I asked for the regional manager’s number so I could i could speak with her as I wanted clarification on limited lifetime replacement warranty. He told me he could do better and offered to give me the number to corporate but I insisted on getting the area manager’ s number. He gave me a number ointment a yellow post it with no name it. I asked him for the persons name and he provided it to me. I also asked him for his name and explains that it was not personal but I did not agree to his explanation of the warranty since he is assuming that I excessively drove my vehicle to the point where I wore down the pads I less that two years. I believe that due to a defect on the part’s quality, they wore down excessively fast. I called the regional manager but she did not answer and has yet to return my call (over 5 hours).

  Business Response

  Date: 03/18/2024

  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.  Our policy for the limited warranty is a warranty against manufacturer defects, normal wear and tear is not included. The warranty is for the lifetime of the part and not of the vehicle. The store would be able to determine if the parts are defective or not. Advance Auto Parts will be happy to send a $50 card to Mr. ** ****. We will send the gift card to the address 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: 03/19/2024

  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.Additionally, I want to express my gratitude to the regional manager prompt response in resolving this issue.  I have been an Advance Auto Parts customer for many years and plan on remaining a loyal customer for years to come.  
  
  Regards,
  
  ******* ** ****

• Initial Complaint

  Date:03/15/2024

  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 bought a battery 10/26/23 and first off when I bought it, it took 3 days to charge it. I took it back in Dec 2023 and Jan 2024. The battery would not hold a charge, but evertime I took it back within the 3 months I was told it had a charge and there was nothing they could do about it. The battery has left me stranded 3 different times and received excuses of why they would not replace they defetive battery. All I wanted was a battery that worked and that never happened out of the 4 times I visited that store.

  Business Response

  Date: 03/15/2024

  Thank you for providing us with the opportunity to address the complaint that Ms. **** ***** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations.We are sorry to hear the issues that Ms. ***** has experienced with her battery. If Ms. ***** could provide us with the Proof of Purchase for the battery and which store location she visited to warranty the battery, we would be happy to look further into this for her. 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: 03/18/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  The Store # is **** ** ********* ** and the receipt is attached to my phone # ************* I purchased it on 10/26/23. Went to ******* **** this weekend and they told me it was a bad battery.
  Regards,
  
  **** *****

  Business Response

  Date: 03/26/2024

  We have escalated Ms. **** *****' issue to the field team for Store #****. Ms. ***** would receive a call from the field team within 24-48 business 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.

  Customer Answer

  Date: 03/30/2024

  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.
  
   Did not receive any phone call.
  
  Regards,
  
  **** *****

  Business Response

  Date: 04/04/2024

  We received a message from District Manager ******* stating that General Manager ******* at Store #**** reached out to Ms. ***** and offered to exchange or refund the battery. As soon as the customer decides we will follow back up and let you know the solution. 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: 04/08/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:03/12/2024

  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.

  Advanced auto parts cancelled my speed perks rewards program with no notification and no reason given. I had built up credits and they erased them all. The only reason they gave me was they think I buy too many parts and accused me of being a business.

  Business Response

  Date: 03/15/2024

  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.   Advance Auto Parts will be happy to send a $50 card to Mr. ********. We would need a good mailing address from him for the card to be mailed. 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: 03/18/2024

  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. My address is **** ******* ***** **** *** *** **** **** ***** ** *****  

• Initial Complaint

  Date:03/12/2024

  Type:Billing 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.

  Online they are false advertising a discount code. I went to store number ***** today. The online discount code clearly states that the offer is 15% off with (no minimum) and it clearly says offer available online and in store. The item was $10.99 the discount said it would be $9.34. The person at the register saw the screenshot of the discount on my phone where it clearly said offer available online and in store. he gave me the phone back and said it just says available online. Therefore I paid full price for the item. Advance Auto Parts customer service rep. emailed me claiming that they could not do anything about it because ****** offers something different information, even though it's Advance Auto Parts products. She claimed somehow they are not responsible for the false information that ****** is offering about their company and store products. I have included the screenshots of the email response acknowledging their false advertisement. Also attached is the screenshot of the discount as well as the item.

  Business Response

  Date: 03/12/2024

  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 are unable to directly control what ****** has listed for us as it is for all companies. We can request a removal of information, as can Customers, when that information is found to be inaccurate. Please advise the details of what was searched on ******.com to find that code and if any other websites were used or what links were clicked to find this promo code. Advance Auto Parts will submit to ******.com to take it down. Please see the screen shot provided of advanceautoparts.com website and where the exclusions can be found for coupon codes. We would also like to ensure that our valued Customer knows that all offers or discounts for our website, shop.advanceautoparts.com, can be found under the Special Offers section then click the Coupons and Deals.We will be sending Mr. ******** a $5 gift card for the inconvenience this has caused. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

  Customer Answer

  Date: 03/12/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed IS A LIE. Advance Auto Parts are false advertisers and Liars.I have included the screenshot of their actual website showing the same exact product with the same exact promotion code and the same exact price. This is actually Advance Auto Parts website. so the fact that they are blaming something on ****** is pitiful. I would appreciate if they could explain why their website is showing the same so-called wrong information that ****** is showing. 
  
  Regards,
  
  ******* ********

  Business Response

  Date: 03/21/2024

  The screen shot Mr. ******** has supplied is the price with the online promotional code. I have attached a screen shot of a ****** search about online promotion codes. This search shows that the online promotion codes are not available in store. Mr. ******** can make the purchase through online to pick up in store for the price of the product with the promotional code added. Mr. ******** can visit the website as well for full terms and conditions. A $5.00 gift card was emailed to Mr. ******** that he can use to purchase the product in store or online with the promotional code added to it. 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:03/12/2024

  Type:Billing 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 March 4th I was in the advance auto parts store in ************* ** ** ***** ********* *** I used my bank card to purchase a car battery the total was $224 I was planning to make a split payment I first put my card an pin to debit $216 from my account an would pay the $8 difference I immediately got a text message from my bank saying they covered the transaction for $216.00 the store employee said nothing showed on the system that it went through so I did not get the battery because even after having another store employee count the drawer an check their system they were not seeing the payment even after showing them it came out of my account that employee was leaving notes for the next day on duty manager so they can call corporate after not hearing from them that next day on March 5th I drove an hour an 10 mins back to the store the employees working acted like they didn’t know what I was talking about so I showed them the debit from my account an explained he said he would call corporate an get back to me I said no please call corporate now I want to talk to them he called didn’t let me talk said he was told they see it just not under my name an it was in the process of being reversed if I didn’t see anything in my account within 5 days to go back to the store it’s now a week later nothing so I call them they say I have to call corporate so I call corporate spoke to ***** she told me that I would have to wait for a call from another department to handle it so I ask for a supervisor she put on ******* the manager she told me they don’t see it was escalated to the right department that the store employee spoke to a ***** on the 5th but she must not of understood what he was saying an nothing was showing returned on their end yet an said that ******* was emailing the retail credit department an I should expect a call within 24 hours that there wasn’t nothing they could do. This situation caused me an overdraft fee of $15 now an my account is messed up

  Business Response

  Date: 03/12/2024

  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. I am sorry to hear the customer shows a pending transaction on her account. This was escalated to our Retail Credit team to look into the system as there was no completed transaction at store level. The results of this search are that the payment declined, and no funds were collected. I have attached a photo of the results. Ms. ******* will need to reach out to her bank as there is no pending or completed charge in our system to send back to her. The Retail Credit Department will not be reaching out to Ms. ******* as we are required to respond through the BBB once a complaint has been filed. Advance Auto Parts is sending a check to the address provided to cover the overdraft fee of $15 dollars. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.