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:03/11/2024

  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.

  Hi my name is ******** *******. I ordered through the advance auto parts app my order number was #********* in the amount of $188.74 on March 05 2024. I ordered some parts and I have yet to received them. I contacted advance auto parts when the items said delivered we filed a claim with the delivery company and they told me to give it a couple days to get resolved. I waited a week I called back on march 11th. The lady I spoke to forgot her name told me that ******** denied the claim and closed it. She told to call ******** and tell them to reopen it. I did however I think advance should do something in order to get my order resolved. I ordered on the advance app not ********. Advance is claiming that they have proof where the was left now I also have the same picture they have stating they know where my order was left yet in the picture it only shows building and a sidewalk outside. Advance should do a little better at lying if there going to say they have proof. Now I’m here no resolution and $188.74 gone and no items in exchange for that money. I have attached the picture advance customer service has said that they have prof of where the items were left.

  Business Response

  Date: 03/12/2024

  Thank you for providing us with the opportunity to address
  the complaint that ******** *******, has filed. It is important for us to hear
  from our customers, and we will strive to meet your expectations. We have investigated this further and determined that the
  package was not delivered to the correct residence. We have refunded your
  online order. This will be credited to the card used and should appear within
  5-7 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: 03/12/2024

  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:03/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we bought an engine from this place advanced auto parts/car quest. It was a few grand. did some research, found out it's a less then preferred engine. So we called the lady we had been working with and asked if We could upgrade to a better one. She said yes. I went in paid her more money and At home that night I received a call from her, she told me it was going to take 180 days for my engine to come and asked if that was ok I said no forget it don't order it I just want a refund. I went in the next morning to find out my money can't be refunded because they don't have it. I was told to call the manufacturer and I did and they couldn't find the order so where'd my money go? I called corporate office and they couldn’t help. They said call corporate. Please help me!! Thank you
  I paid with my debit card

  Business Response

  Date: 03/13/2024

  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. We have reached out to our field team who advised that when a refund was attempted back to the customer card and it failed to process. The team has since then requested a check for the amount in question in order to refund the customer for this purchase. 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: 03/15/2024

  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:03/05/2024

  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 the store to purchase spark plugs for my truck. I told the employee ******* the year make and model of my truck and he typed into his computer he insisted that a flex was the same as a eco boost. I kept telling him that my truck was a eco boost and not a flex but he insisted they were the same thing and me not knowing much about vehicles I put my trust in him and bought the parts because after all he is the one who works at the auto parts store. Come to find out he indeed sold me the wrong spark plugs for my truck and now they will not return them. When I went in to return them the other gentleman stated ******* does not know anything about vehicles. So now not only do I have $100 worth of spark plugs I can't do anything with and money loss we have someone selling car parts to people that have no idea what he is doing.

  Business Response

  Date: 03/05/2024

  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.Advance Auto Parts apologizes for the issue that Mr. **** had with the incorrect spark plugs and the return of the spark plugs. We have forwarded this to our Field Leadership for resolution. Mr. **** should expect to be contacted 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.

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased windshield wipers and brake pads online. The associate **** contacted me via phone call to advise they were out of stock of the rear wiper I ordered, but they should have another that fits. Once I arrived to the store **** came out to look at the rear wiper. He was having trouble removing the piece of the rear wiper, and went into the store. He came back outside to my vehicle. I was in the store looking at cleaning products. I noticed **** was taking some time with the rear wiper and he was watching a YouTube video. He said the **** guy on YouTube showed him another way to remove the piece; and “I hope I didn’t break it. I don’t think I broke it” in a not playful, but light tone. He found a wiper that he said fits -TRICO rear 55-122. He asked me to pull it up online so that I could re-order and receive the discount. I let him know that online it says the blade does not fit my vehicle but he assured me it was good. He went out with the wiper and came back in to ask his co-worker for help. The co-worker came back in asking if I said my wiper was broke. I said no. The blade just needed replaced. He told me the wiper was broke. **** tried explaining he doesn’t think he broke it. ***** ended up calling the GM. ***** said the GM told me to get it fixed, pay for it and bring the receipt and we can talk. That is unacceptable. I believe ****** intentions were good but he broke my wiper and I do not have confidence that the GM is going to take ownership of his employees mistake, and cover the costs to repair it. ***** said there’s nothing we can do tonight. I let him know I understand that and asked for the GMs contact information. ***** came out and said it’s probably going to be about $200.

  Business Response

  Date: 03/07/2024

  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 Field leadership team has contacted Ms. ***** to have an
  estimate of the repairs done to cover the cost of the damage. We sincerely apologize to Ms. ***** for the
  damage incurred during the installation of the wiper.  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:02/29/2024

  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.

  Went into store on ******* **** ******* avenue made a purchase of $80.71 the merchant took the money from my account but refuse to give me the product that I paid for which would have been a rear main seal for a 2007 Chevy truck and the manager was the one that was doing the transaction and supposedly says the system froze up and there was nothing he could do but the money was taking from me and I'm not able to dispute it cuz it never went through on his end he says but it showed that he was taken out of my account already the manager I showed the manager the transaction on my phone that I showed that it was came up as pending never had this problem before but he said it didn't show in his system and there was nothing he could do that I had to contact my bank and then my bank is not willing to help me because they have it in there as pending

  Business Response

  Date: 03/06/2024

  Thank you for providing us with the opportunity to address the complaint that ****** ****** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations. We have heard back from our field team and they advised that the customer had tried to use a **** *** card and the payment was declined. The team advised that the balance they saw was $1.34 and the transaction was not attempted again. These transactions through third-party apps or virtual cards can take 24-48 hours to post back to the virtual card. There are some third parts that advise a disclaimer of up to 30 days depending on the attempted purchase amount. 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:02/28/2024

  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.

  My father, ***** *** ******* unexpectedly passed away on January 17, 2024. Prior to his passing, he prepaid, via cash, at this location a sum of $1700, approximately, for a rebuilt transmission for his 1999 Grand AM. I am the daughter of ***** *** ****** and shortly following his death, I requested a refund from this location. I was advised to complete a form and the aforementioned would be submitted to the district manager for approval. The same day, I was contacted by the store manager advising me that, per the district manager, he will need proof of my father's passing before the refund would be processed. On Thursday, February 15, 2024, I forwarded a copy of the Proof of Death directly from The ********** County Coroner's Office to the store via their customer support email. At that time, I was advised that the store manager would contact me to discuss. I called her the following day and she confirmed that her boss was in a meeting and would begin processing the refund on Monday the following week (President's Day). Needless to say, I am still waiting for a refund. The last conversation I had with the General Manager of this store was on Friday, February 23, 2024 and was told that the refund was being issued by corporate office and mailed directly to their store. Once received, he would call me to pick up and sign for it. I was also given instructions by the customer care team member on February 23, 2024 that someone in upper management would reach out to me within 48 business hours. This is the same promises that I have been told since requesting a refund.

  Business Response

  Date: 03/06/2024

  Thank you for providing us with the opportunity to address
  the complaint that ****** ****** has filed. It is important for us to hear from
  our customers, and we will strive to meet your expectations. We have heard back from our field team and they have sent us
  payment confirmation regarding the refund in question. Please see the
  attachments to view this. Our field has also advised that they will be reaching
  out to the customer again to ensure payment has posted. 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: 03/08/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  Good Morning: I wanted to advise that this issue was resolved as the merchant direct deposited the funds into my account following my initial filing of this complaint. Thank you! Regards,
  
  ****** ******

• Initial Complaint

  Date:02/27/2024

  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.

  Defective starter
  Defective Battery

  Business Response

  Date: 02/27/2024

  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.Advance Auto Parts is sorry to hear of the trouble Mr. *****
  is having with his Defective Starter and Defective Battery. If the parts are
  under warranty, they should be returned to the local store with their Proof of
  Purchase to be warrantied out as defective. Our warranty is a parts-only
  warranty which does not include labor. We can investigate Labor Reimbursement
  if the parts were purchased in the last 90 days. To do so we would need the
  following from Mr. *****.*Proof of purchase (Original from Advance Auto Parts or printed copy from history).*The original installation bill on (Company Letterhead from the Mechanic) It cannot be handwritten.*Proof of Purchase for the replacement part or proof of the exchange.*Repair bill or estimate of repair if it has not already been fixed.Our promise is to provide superior customer service and
  offer high-quality products when you need them. Thank you for allowing us to
  respond.

• Initial Complaint

  Date:02/26/2024

  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.

  Would not honor my battery warranty

  Business Response

  Date: 02/27/2024

  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. Advance Auto Parts is sorry to hear of the trouble Mr. ****** is having with his battery warranty. If Mr. ****** can provide the original purchase receipt and store location that denied the warranty I will be happy to look into this. 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:02/25/2024

  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.

  On 02/23/24, I went advanced auto parts located in ******* ** to purchase a new headlight for my car. I went straight in to the check out counter and asked the associate to help me locate the correct bulb for my vehicle. After providing my car details to the associate, he went back and grabbed a new bulb for me and he stated that I could not return the part if it didn’t fit. I paid $26.49 for the one bulb. He assured me that he did locate the correct part, so I shouldn’t worry. Of course after trying to connect the new headlight into my car I discovered it was in fact not the correct part. I went back up to the store and requested a refund considering the associate provided me the wrong part and the woman tried to sell me a new one, with no refund or exchange on the opened part, which I declined. I went to a different auto part store and was given the correct part, for half the price and was told if it didn’t work-opened or unopened-they would replace or refund the price. I was told to file a complaint with Advanced auto customer service, the attorney general, BBB and the FTC considering the company sold me something that I couldn’t return even though they provided the wrong part. I feel like I was taken advantage of and scammed into buying something I could not use. I just want my money back but also think it’s disgusting for a company to be able to have such unfair business practices such as these.

  Business Response

  Date: 02/26/2024

  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. It is our policy that electric items are considered to be "non-returnable." However, if they are defective or a team member advises the customer to purchase an incorrect part then a refund or exchange is supposed to take place in the store to correct the issue. We apologize that this is not what occurred. We will be happy to mail the customer a check for the amount in question to the listed address on 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: 02/26/2024

  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:02/19/2024

  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 February 3, 2024 I stopped by the Advanced Auto Parts store located on ******** *** ** ********** because I simply needed a replacement for my rear blinker light that had went out and was given a hard time by someone whose name is ****** *., according to the receipt. He asked how he could help me first. I responded that I needed a rear blinker light for my vehicle. He then said, well I'm going to need the make and model of your vehicle with an attitude as if I was in the wrong for not including the make and model, and without giving me a chance to give him the make and model. After he has my vehicle pulled up in the system he asked me again what I needed and I responded again that I needed a rear blinker light. Even though I had already said rear the first two times, he asked me if it was for the front or the rear. I again replied that it was the rear. I could see his screen with the items that popped up fairly decently after he went around the counter to the sales floor and came back with the first item he grabbed I could clearly see that what he grabbed wasn't the correct item. I told him it wasn't the correct item and he started arguing with me saying that it had the same item number. I had to explain that even though they had the same or similar item numbers that the one he grabbed said LED and the one in the picture was not LED. After he saw he couldn't find a way to keep up his argument he looked at the screen again and went back around and found the item that was actually on the screen. When purchasing this item he gave me a hard time to make me feel stupid for not remembering my rewards email. Even though I could see the screen I didn't notice that he had clicked on front after I repeatedly told him it was the rear. Because he sold me the wrong item I had to make another unnecessary trip and risk getting pulled over longer. This is an example of being profiled/bullied and this has also happened in the past here. This is the closest, most convenient store.

  Business Response

  Date: 02/21/2024

  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 greatly apologize for the experience Mr. ***** had with store **** team member ****** *. The store's general manager ****** was able to speak with Mr. ***** and advised him that Advance Auto Parts has a zero tolerance for discrimination of any form. Legal we cannot disclose action taken against the team member however, this has been addressed with team member. 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: 02/23/2024

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