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:02/02/2024

  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.

  Purchased transmission (*******), core exchanged and had it installed by mechanic (non-business structure). Was leaking within a week. Contacted store and was directed to contact vendor (*******) direct ( first mistake). I contacted them, the mechanic contacted them, and there was discussion about swapping components out to fix the transmission. I’m without a vehicle needed for farm use during this! I contacted Advance and their mgmt said that district and higher mgmt said “no”. I’ve dropped off the transmission at Advance. I’m without my “core”, the new transmission, and haven’t received a refund for the transmission I dropped off at advance. As a Marine Corps retiree and vet, I find this lack of leadership and values disgusting!
  I’m not overly concerned with the theft of Advance Auto. I am concerned for others in my community that may have similar difficulties because they choose to have a “non-business” mechanic perform services to save money. I’m going to **** ****…where I’ve already asked these questions regarding this transmission, and other major replacement items. Un-freakin-believable!

  Business Response

  Date: 02/02/2024

  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 of the experience Mr. ****** had with his transmission. Store **** located at ***** * ***** ******* *** ******** ** has arranged for the Mr. ****** to receive a refund as well a core transmission back. 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:02/01/2024

  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.

  Location: **** *********** *** ****** ** *****
  I got 2 batteries from them in a year. The last battery I got in November 2023 and I wasn't going to get another battery from them. I took it to *** ******** and he put a new battery in there for me. I asked Advance Auto Parts for a refund and they said I need the core to get a refund.

  Business Response

  Date: 02/01/2024

  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 that the battery did not hold up to expectations. Did Ms. ****** use the battery that was purchased from us as the core for the battery purchased from "*** ********"? If so, we would need Ms. ****** to provide us with the Proof of Purchase for the battery that was purchased from "*** ********", then we would be able to further assist. 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: 02/14/2024

  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.See attached from *** **********
  
  Regards,
  
  ***** ******

  Business Response

  Date: 02/14/2024

  Advance Auto Parts is mailing Ms. ****** a check in the amount of $230.81 for the battery from us that was defective. This is being sent to the address that was provided when the complaint was filed. Please allow 14-21 business days for the check to be received. 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:01/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/30/2024, I went into the store to purchase an oil change bundle for my vehicles. The bundle includes a free filter and towels. I bought two 5-quarts of oil and did not receive the free filter and towels. I bought two, invoice #****, reg# 03, at store# *****. All I want are the two free filters and towels.

  Business Response

  Date: 02/01/2024

  Thank you for providing us with the opportunity to address
  the complaint that *** *****, has filed. It is important for us to hear from
  our customers, and we will strive to meet your expectations. We have looked into the complaint about the free towels and
  filter for the oil bundle. Filters are not free but are sold at a reduced that
  go towards the price of the oil bundle. The General Manager at store level has
  advised the free towels were provided.  We
  apologize for the confusion this may have caused. We are providing a $20 Speed
  Perk coupon in your Speed Perks account. 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:01/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 5th 2023 i made a purchase totaling $44.92 from advance autoparts for a control arm for my buick lacrosse. I traveled all the way over to the advance auto parts in ****** only to find that the incorrect part was recieved by the store. Needing the part somewhat urgently i made the decision to travel all the way over to the advance auto store in ******** in order to hopefuly obtain the part. I got there and picked up the box and did not realize until the day after getting home that the part in the box was a used part and not the brand new part that i payed 44.92 of hard-earned money for. The part was not even a moog part either. In order to return the incorrect part advance auto decided to allow me to ship it to one of their warehouses in ********  ( i even have the shipping recipt for this) instead of requiring me to take the part back to the store hours of driving away in ********, **. I have been given the run around by advance auto's customer service for months now with (multiple) promises of refund checks and even at one point (when apparently the checks just magically havent decided to arrive) was even promised a refund directly to my credit card which the purchase was made with. If this BBB complaint doesnt resolve this i am going to be doing a chargeback on my credit card. Please be an honest company and resolve this in an honest and upright way that reflects even an iota of decentcy and integrity on the part of this company. I just want my money back.

  Business Response

  Date: 01/26/2024

  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. We sincerely apologize for the misunderstanding. We
  originally had a check processed and the online order was to be marked as
  returned. This however was not done. We have processed a refund for online
  order *********. You should see this refund back to your **** card ending in
  **** within 3-5 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.

• Initial Complaint

  Date:01/22/2024

  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.

  The spark plugs that were sold to me severely damaged the Engine of our 2012 VW Jetta causing the need for a replacement. The vehicle was repaired using a replacement engine with comparable mileage leaving a additional repair bill of 4248.99.
  We feel that Advance Auto Parts should pay this additional repair portion as the spark plugs that were recommended for our vehicle has caused unwarranted, unnecessary, and undue repairs and bills that are not our fault.

  Business Response

  Date: 01/24/2024

  Thank you for providing us with the opportunity to address the complaint that Mr. ****** has filed. It is important for us to hear from our customers, and we will strive to meet your expectations. I am sorry to hear of the trouble Mr. ****** has had. Store ****'s leadership team, located at **** * **** ** ********** ** was working with Mr. ******. They have asked that a check for $4,248.99 be mailed to the store for the customer to sign a release of liability form. The customer's patience is appreciated while we work to get his check to him. Our promise is to provide superior customer service and offer high quality products when you need them. Thank you for allowing us to respond.

  Customer Answer

  Date: 01/24/2024

  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:01/22/2024

  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.

  Email to ***** ******* at Advance Auto
  Hi,
  My name is ********* ****** and we have a small problem with one of your truck batteries. On October 13, 2023, we purchased a Die Hard battery for our Ford Ranger truck for a total of $188.55.
  
  On January 11, 2024, our truck would not start and, we were told the battery was DEAD. (Not even 3 months old.) We called ****** ********* towing service and asked to have the truck towed to ***** ****** ****. They picked up the truck the following day, January 12, and towed it there so a new battery could be installed. ****** ****** **** tried to jump start the old battery, but it would not hold a charge. The total cost of this new battery was $239.21. The towing CHARGE was $162.00.
  
  On January 12, 2024, we went to Advance Auto Parts and received a refund for $184.67.
  
  Due to your defective battery, we think we should be reimbursed for at least the towing charge which we had to pay out of our pocket!!
  
  A copy of the receipt for the credit and the bill for the towing are enclosed. I hope you can do something about this. Thank you in advance.
  
  Sincerely,
  ********* ****** ************  On January 18, 2024, I talked to **** at their Corporate Headquarters asking for towing reimbursement. Their solution was to issue a gift card in the amount of $50.00. Their case No. was *******. I accepted the gift card but I still am not satisfied!! A $162.00 towing charge because of their defective battery does not sit well with me.

  Business Response

  Date: 01/22/2024

  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 about one of our DieHard batteries not meeting Ms. ******'s expectations. In our labor reimbursement program, towing is usually not included; with that being said, Advance would be happy to assist Ms. ****** with reimbursement for the towing bill due to the unfortunate issues she was having with the battery. We will process a check request for $162.00 to the address provided, *** *********** **** *** ** *** ************* ** *****. We will process this as Next Day Air through *** so Ms. ****** will receive the check in a timely manner.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: 01/23/2024

  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.Hi, Unfortunately, I was looking at the wrong email about the battery issue with Advance Auto.  I will be very happy to receive the check for $162.Sorry for the mistake.Thank you for your assistance in this matter.********* ****** 

• Initial Complaint

  Date:01/21/2024

  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 visited this store on 12.08.2023 (store #:***** Reg 03 TRN# ****) to purchase engine oil. I wasn't sure of what kind of oil my car required. The store helped me look it up and I purchased what the store recommended. Then, I was out of town. I came back and checked what kind of oil my car required and returned to the store on 01.20.2024. I explained that I wanted to exchange the engine oil since the owner's manual recommended a different kind of engine oil. The person who was assisting me gathered my car information and said that everything that he was looking at recommended the one I already purchased. I reiterated that the manual recommended a different kind of engine oil. However, the person assisting me was not willing to have me exchange the engine oil that I purchased. I had to return and visited the store again on 01.21.2024. When I visited the store, the clerk said that she did not know how to do an exchange and the manager was changing out a better for a customer and I had to wait. I asked the clerk what the price difference was. She said the new engine oil was going to save me a couple bucks. After waiting for a while, finally the manager came in and did the exchange. I asked him if the difference was going on to my credit card. He said that the new engine oil was a little bit more.
  I request 50% partial refund of $20.50 for the inconvenience, my time, the inadequate staffing/staff training who not only could not do an exchange but could not even give me the correct price quote between the two items.

  Business Response

  Date: 01/22/2024

  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 are sorry to hear that you were provided the wrong oil
  for your vehicle. The team member in the store, is prompted by the computer
  system to provide the oil that is recommended. We are sorry you were not properly
  assisted. This is an opportunity for us to provide some coaching to our team
  members in store to perform daily tasks to help our customers. Advance Auto
  Parts will be happy to submit a check request for half of the oil bundle but is
  unable to provide a full refund. We will send a check to the address listed in
  the complaint for $21.93 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:01/21/2024

  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 1/21/24 I brought in a car battery that needed replacement to Advance Auto. The **** ******** ** store that handled the transaction charged ******** sales tax on the cost of the battery plus the $22.00 core charge. They then credited me the core charge, but did not credit the sales tax on that core charge, resulting in an overcharge of $1.32. In ********, the core charge is supposed to be exempt from sales tax. I will be seeking a credit from the store, however this issue points to a bigger problem with the way Advance Auto is charging customers for taxes that should not be charged.

  Business Response

  Date: 01/25/2024

  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 has caused. This has
  been escalated to our Tax Department for further investigation. Please let us
  know if you were refunded at the store level. 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:01/17/2024

  Type:Service or Repair 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 went to Advance Auto Parts on 01/09/2024. It was on register 3, transaction #**** ** *********** *** ***** ****** I purchased a Diehard Platinum Battery for my 2013 Hyundai Elentra Limited.
  This was the worst experience ever with the installation of my car battery. I have been a customer of Advance auto since I have been driving which is for 30 years. First of all, it took the employee an hour to install my car battery Tuesday.
  Second of all, I was driving on a road that had some bumps in it the following Friday when my battery light came on. I took my car back to ********** Advance auto where the employee looked at my battery and stated the battery had a loose connection so my battery was tightened.
  That Saturday as I was driving my battery light came on again and I took my car back to ********** Advance auto to get my car battery looked at again . Again it was tightened.
  Sunday morning , my battery light came on a third time and I took my car back to ********** Advance auto and told the employee I would like for the battery to be taken out and re-installed correctly which the employee only tightened the battery.
  Sunday night as I was driving, my battery light came on and there was some bumps on the road and I lost all power to my car.
  I had to call a tow truck since I had no power in my car due to the loose battery connection.
  The tow trucker driver stated it was still due to my battery being improperly installed. The tow truck driver tightened my battery with his tools and since I have not had any issues. I had to pay $125.00 for the tow truck and would like to be re-imbursed for the improper installation of my car battery.

  Business Response

  Date: 01/18/2024

  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.  We
  apologize for the inconvenience this has caused. Typically towing fees are not
  covered. However, we want to refund Ms. ****** for the towing, due to the team
  member's error made during the battery installation. We will process a check
  and send it 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: 05/21/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  Yes I received the funds very promptly. I greatly appreciate it. Sincerely, ******* ******  

• Initial Complaint

  Date:01/16/2024

  Type:Sales and Advertising 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 tried to purchase a product from the location in ********* ** this weekend and I was refused the price listed online. Both the employee and the manager refused to sell me the item at the listed price. It says in their corporate policy that the store will match the price of them item listed on their website.
  I contacted corporate and they also refuse to sell the product at the price they listed it. The purchase is within all of the parameters of their price match policy. They are refusing to sell it to me at that price even though I have proof they sold it to others at that price.

  Business Response

  Date: 01/16/2024

  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. Please accept our sincerest apologies for any
  frustration or inconvenience this issue may have caused you. We
  understand the importance of accurate pricing and are committed to
  rectifying this situation promptly.Upon thorough review, it
  has come to our attention that there was indeed an unintentional error
  in the pricing posted on our website. We appreciate your diligence in
  bringing this matter to our attention.To ensure a fair
  resolution, we would like to offer you $40 in SpeedPerk bucks. We value
  your patronage and want to express our commitment to customer
  satisfaction. Additionally, you will receive an email as a part of our
  outreach which will provide you an e-gift for an additional $10.We genuinely appreciate your understanding and patience as we work to resolve this matter to your satisfaction.Thank you for bringing this to our attention, and we look forward to the opportunity to make amends. 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: 01/18/2024

  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 are not a solution. You want to take $40 off a $250 part that was sold to others at the posted price. You claim to have fixed it but it still populates at this price.  I have provided photos of others you sold it to at the lower price. You posted it for one price and then tried to have the store charge $250. That’s a bait and switch. And then to further top it off, you refuse to match the online price as is stated in your price match policy. You believe I should eat the cost as the customer instead of a giant corporation- meanwhile my truck is sitting in the front yard in need of a starter and an alternator. You literally expect all the inconvenience to be on the customer and none on you. 
  
  Regards,
  
  ******* *****

  Business Response

  Date: 01/30/2024

  Our website has the following disclaimer on it -  Disclaimer: We strive to keep all information accurate and up-to-date; however, product availability, pricing, promotions, and store hours are subject to change without notice. We are happy to issue two coupons in the amount of $40.00 each to Ms. *****, which would take $40.00 off of each part. If Ms. ***** places the order online she would be able to use the discount code available as well. To take advantage of this there would need to be two separate orders as only one coupon and discount code can be used per order.Our promise is to provide superior customer service and offer high-quality products when you need them. Thank you for allowing us to respond.